Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,554 total complaints in the last 3 years.
- 3,059 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing a complaint against Vivint regarding my home security contract. I believe I am a victim of misrepresentation.
On June 23, 2025, a Vivint installer came to my home and set up the system. At that time, I was not informed that the system was financed or that this agreement would impact my credit. The salesperson presented it as a promotion, and I did not understand I was entering into a long-term financing contract.
After realizing the issue, I called Vivint’s loyalty/retentions team. I explained the situation in full, and they told me it would be escalated and that I would receive a call back. It has now been over two weeks since that conversation, and I have not received any follow-up despite my efforts to resolve this, including emailing the installer directly (he gave me his business card).
Meanwhile, I continue to receive collection calls, which is extremely stressful given that my account is clearly in dispute.
Business Response
Date: 09/23/2025
Vivint Account #: S-********
Case #: CA-*********
??????? ?
To Whom It May Concern,
Thank you for the opportunity to respond to Mr. ******** BBB complaint. We appreciate his feedback and the chance to address his concerns.
Mr. ****** has requested a right of rescission cancellation due to alleged misrepresentation during the sales process. Upon review of our records, Mr. ****** received a secure link from Vivint, which he used to complete the pre-installation survey. Based on his responses, he met the eligibility criteria for both the Vivint security system and the Fortiva line of credit. As part of the agreement process, Mr. ****** acknowledged his right to cancel the contract within three business days.
He also confirmed that the agreement included all terms discussed with the representative and that no additional promises were made. Mr. ****** selected the premium package, which offers flexible cancellation terms once the equipment is paid off, along with lower monthly rates compared to the standard package. A recurring credit of $10 has been applied to his account and is set to expire on December 21, 2025.
To assist in reviewing Mr. ******** account for a potential right of rescission cancellation, we respectfully request that he submit any supporting documentation—such as text messages—that may demonstrate misrepresentation during the installation process.
A Vivint representative has attempted to contact Mr. ****** via phone and email to assist with this matter. In the absence of supporting documentation, Vivint is prepared to offer the following resolution options, pending Mr. ******** verification and acceptance:
1-Reduce the monthly monitoring rate from $49.46 to $25.46 for the full 60-month term of the agreement.
2-Waive the current past-due fees totaling $92.82.
If Mr. ****** chooses to proceed with cancellation, he may do so under one of the following options:
1-Pay off the equipment in full to avoid early termination fees, or
2-Pay the early termination fees and continue making payments on the Fortiva line of credit.
To move forward, Mr. ****** may contact Vivint’s representative directly with any questions or to proceed with the proposed resolution.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called on Sept. 17, 2025 to get a quote on new service for a property that I have. The agent was rude, curt, aggressive, and combative. He refused to give me a quote, stating that I already had service at my primary home and that should know what it cost. The conversation became heated and a lot of back and forth went on. He then demanded I give him my social security number so he could do a back ground check. I was not ready for that yet. How could I be ready, and I didn't know if this price would fit my budget. He then asked me what my budget was. I told him that was not his business. That was between myself and my husband. He became agitagted. I then asked to speak to a supervisor, and was told that he was the highest Icould talk to and what did I want. I demanded forcefully to speak to a supervisor. Then he put me on hold for 27 minutes. I had to hang up. I called back about 10 minutes later. I now believe he has my number blocked. I have called from my home phone and cell. Today is the 19th. I have only gotten these weird messages without the phone ringing, when I call. I have 7 different numbers for Vivint and none is working for me to call. I have been waiting on a supervisor to call me every since. Chances are, they can't call me either. I was only trying to give them more business, because I have had my system almost 9 years. But now, I am prepared to move on. I have had issues with Vivint since day one, truth be told. But, this does it. I reached out to social media to see if anyone else had trouble calling in. Thinking their phone system was down. Nope, nobody but me, calls are not be accepted, and.....I pay a monthly fee for the service. Emergencies, issues, I can't callBusiness Response
Date: 09/24/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* expressed serious concerns regarding the conduct of a Vivint representative during a call made on September 17, 2025. She described the interaction as rude, aggressive, and unprofessional, and requested to speak with a supervisor. Unfortunately, her request was not appropriately handled, and she experienced extended hold times and difficulty reconnecting with Vivint afterward.
Vivint’s records show that Ms. ******* has been a loyal customer since 2019 and was inquiring about the possibility of installing a new security system at a separate property. We deeply regret that her attempt to expand her services was met with such a negative experience.
A Vivint representative has attempted to reach Ms. ******* via phone and email to assist with this matter. Vivint is committed to addressing her concerns, including the conduct of the representative, and would like to work toward a resolution—pending account verification and acceptance by Ms. *******.
To move forward, Ms. ******* may contact Vivint’s representative to proceed with the resolution process. She is welcome to reach out with any questions or concerns, and we remain available to support her through this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (**** ********, Attention Department - Executive Resolutions?
Sincerely,Customer Answer
Date: 09/25/2025
Complaint: 23908497
I am rejecting this response because: I am being told to call. The entire complaint is because i CANNOT call in. Maybe that part of the complaint was missed. However, I willtry to call one of the 7 numbers that I have, that has not allowed me to call in. I still that rude agent ut my number on a do not call system. Has he been asked about his behavior?
Sincerely,
****** *******Initial Complaint
Date:09/19/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Every employee I talked to for days didn’t cancel my service and I was transferred around to too many people. I was talking for hours to these people. Finally the last person I talked to did what I ad asked for a week prior. It still took her some time also because she kept trying to keep me as a customer even though I told her to quit making our conversation so long. I should not have had to do this many times. I even told them I will owe 50% of my balanced contract and for a week I had to make time for this cancellation to happen. Therefore there customer service departments suck at what they do.Business Response
Date: 09/25/2025
Vivint Account #: ********
Case #: CA-*********
??????? ?
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. ?
In the complaint, Ms. ******* has requested No further contact by the business due to stating she spent days speaking with multiple employees who failed to cancel her service, resulting in hours of frustrating conversations and repeated transfers. Despite clearly stating her intent to cancel and acknowledging the 50% contract balance, it wasn’t until the final representative—after continued resistance and attempts to retain her as a customer—that the cancellation was processed. The experience was unnecessarily prolonged and reflects poorly on the effectiveness of the customer service department.
Vivint’s records show Ms. ******* is in term until December 4, 2025, per her Purchase and Service Agreement.
Vivint has received Ms. *******'s Official Notice of Cancellation on August 27, 2025.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to honor Ms. *******'s cancellation request and waive her buyout as a gesture of goodwill, pending account verification and acceptance by Ms. *******.?
To resolve this matter, Ms. ******* may contact Vivint’s representative to proceed with the proposed resolution. Ms. ******* may contact Vivint’s representative with any questions or concerns he may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 09/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23907918, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:09/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
08/06-08/07/2025
Vivint opened a line of credit under my name without my knowledge of doing so. Also, they forged my signature on documents.Business Response
Date: 09/25/2025
Vivint Account #: ********
Case #: CA-*********
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******* and a resolution has been agreed upon. At this time, Vivint has agreed to complete Ms. *******'s ROR Cancellation and refund with return of the Vivint equipment. A cancellation confirmation email will be sent to Ms. *******, when all is resolved.
Ms. ******* may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Was told by Vivint sales man that I could cancel at any time. Which is true but will cost me 900 to cancel. I also was told I would only have to pay $1.48 for the first two months. Which was a lie. I also was never told that a loan would be put on my credit. There is now a loan of $2779 on my credit which has dropped my credit score. I also had to call 8 time to find out there is nothing they can do for me. Multiple of the call was told they would follow up and never did.Business Response
Date: 09/25/2025
Vivint Account #: ********
Case #: *********
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond. ?
In the complaint, Ms. ******** has requested the cancellation of her account and a refund due to a promise from the sales representative that they can cancel at any time. Ms. ******** also states she was unaware of the Line of Credit that was opened during the sale.
Vivint’s records show that the Pre-Install Survey and Terms of Alarm Monitoring, Install & Sale were acknowledged and signed. Ms. ******** contacted Vivint during the Right of Recission period and an email was sent detailing the process of submitting a Notice of Cancellation (NOC). Due to receiving the Notice of Cancellation outside of the Right of Recission period, the account remained active.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer assist in any way, pending account verification and acceptance by Ms. ********.?
To resolve this matter, Ms. ******** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ******** may contact Vivint’s representative with any questions or concerns he may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsBusiness Response
Date: 09/25/2025
Vivint Account #: ********
Case #: *********
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond. ?
In the complaint, Ms. ******** has requested the cancellation of her account and a refund due to a promise from the sales representative that they can cancel at any time. Ms. ******** also states she was unaware of the Line of Credit that was opened during the sale.
Vivint’s records show that the Pre-Install Survey and Terms of Alarm Monitoring, Install & Sale were acknowledged and signed. Ms. ******** contacted Vivint during the Right of Recission period and an email was sent detailing the process of submitting a Notice of Cancellation (NOC). Due to receiving the Notice of Cancellation outside of the Right of Recission period, the account remained active.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer assist in any way, pending account verification and acceptance by Ms. ********.?
To resolve this matter, Ms. ******** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ******** may contact Vivint’s representative with any questions or concerns he may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Signed up with Vivint home security and we already had ADT. We were told by the sales person they would take care of the buyout. After 2 months I noticed ADT was still taking payments out of our checking account. I reached out to them to see what was happening with the buyout. I was told that noting has been recorded not in the system. Do I had to call buyout department. After a month of waiting to hear from buy out department they finally stated they would not approve the buyout. Now we are stuck with this equipment for 5,000 dollars that we have to pay for because it is past the 60 days to cancelled. I have talked to several people to try and cancel and keep getting different stories. This is the worst company they lied mislead us into signing a contract for 5 years. The salesmen was suppose to take care of the buyout for ADT. He did not now we are stuck paying ADT 1,900 Dolllars because of their negligence.Business Response
Date: 09/24/2025
Vivint Account #: S-********
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** requested cancellation under the Right of Rescission due to the failure to process the ADT buyout of $1,900.
Vivint’s records indicate that Mr. ********** purchased a premium package with the flexibility to cancel without early termination fees once the equipment is paid off, along with a low monthly rate. He confirmed via a secure link in the pre-installation survey that the representative explained his right to cancel within 60 days and that no additional promises—including an ADT buyout—were made.
A Vivint representative has attempted to contact Ms. ******** via phone and email to assist with this matter. After reviewing the account, Vivint is prepared to offer a $950 refund toward the ADT buyout and reduce the monthly rate from $41.47 to $21.47, excluding taxes and fees, for the full term of the contract. This offer is pending account verification and acceptance by Ms. ********.
To proceed with the proposed resolution or to address any questions or concerns, Ms. ******** may contact Vivint’s representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint against Vivint Smart Home regarding their refusal to cancel my service agreement despite full satisfaction of all financial obligations.
Service Account Number: *******
Loan through Citizens Bank: Paid in full and verified by Vivint.
Final payment to Vivint: Made on September 2, 2025.
Notice of Cancellation: Submitted in certified letter as directed by policy
Vivint has failed to process my cancellation and attempts to enforce a contract that is no longer valid. Their actions represent unethical business practices and disregard for consumer rights.
I request that the BBB record this complaint, hold Vivint accountable, and assist in compelling them to immediately close my account and confirm a zero balance.
Sincerely,
***** ******Business Response
Date: 09/23/2025
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to expedite the cancellation. Mr. ****** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/19/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint salesman solicited.offerd my off contract w/ADT if I signd w/them. They'd give me a VISA card2pay w/ADT 2get my business.flat out lie
hishe worked at Vivint and that he worked directly@Vivint pointN2shirt sayn vivint I thought No Way2b true. why would he come 5times2 cheat me, manipulate,deceive,lie.day he.wasnt wantn 2 take$ ment2provide4my family evil,only.wanted2rip.me off.he knows vivint has.2many complaints & he'd probably.quit by time any1 got 2 my complaint2address him & his deceitful, conniving, gaslighting. Not caring the conseqes.costumer deceivedm lost trust4both companies.feel totally let down, betrayed.please refund cancel outstanding contract.credit card open4 $6,000scammed.me.bad no adt buyout lies all lies him.& Eric installer damaged my house, installed crooked door locks,sensors startn faulty holes.in wall.unprofesinal,alerts.installer left boxes n kitchen. I hd 2 hunt down adt equipment hw just cut out as.if trash. Not carin i gotta return that.stuff 2 adt.fortiva acct.card paid off 1st inquiry cost me.35 credit points .then it showed paid in full i.only.gaind 25pnts fortiva said they'd keep it open per my.request. delete acct& inquiry off my report a must now. vivint customer service agreed.a different installer would reinstall my adt make sure it all works properly but I haven't had energy to.call. i.don't like.stress & since i moved n2 my house it's.bn non stop sales trickery. They need to be held.accountable. I'm in this mess cuz sales.guy even faked.a call.like he was talkn2real custom,adt buyout.sad.vivint needs2 stand by their words2 fix.my house &.pay off my adt contract as promised. pay me cash to.fix.the.damage they caused.tommy house and.possainly my.adt equipment. adt cuz adt canceled my service when vivint was supoose2pay ioff contraxtw/adt ff.DEFAMATNi expresstruth.unfairness. vivint is held.accountable4doing me dirty & compensation is.well owed to.me my fam we deserve a home plz.fix.this.respect plz..stand by ur word, VIVINTBusiness Response
Date: 09/23/2025
Vivint Account #: S-********
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** requested cancellation of her contract, closure of the Fortiva account, removal of the credit inquiry, compensation for damages, and accountability for misleading sales practices. These concerns stem from a misrepresented offer in which she was led to believe Vivint would pay off her existing ADT contract via a VISA gift card.
Vivint’s records show that Ms. ****** signed up for Vivint security service and the Fortiva line of credit for equipment financing on August 1, 2025. Her package included a Maximum Gift Card of $1,000 to be delivered within 60 days of submitting the ADT buyout form and valid documentation. She completed the pre-installation survey via a secure link, acknowledging both the 60-month Vivint monitoring agreement and the Fortiva line of credit.
The account was approved for right of rescission cancellation on August 12, 2025, and has since been officially cancelled. A refund of $4,200.55 was issued to Fortiva on the same date, although it may take up to 30 days for Fortiva to fully close the line of credit.
A Vivint representative has attempted to contact Ms. ****** via phone and email to assist with this matter. Vivint is prepared to schedule an equipment removal appointment at Ms. ******’s convenience. To properly assess and address her concerns, Vivint has requested that she provide photos and estimates of the reported home damage.
While Vivint cannot remove credit inquiries from consumer reports, it takes allegations of misleading sales practices very seriously. Ms. ****** is encouraged to submit any supporting documentation, such as text messages or written communications, to assist in the review and help inform future sales training and accountability efforts.
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ****** may contact Vivint’s representative with any questions or concerns he may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have requested per customer service to discontinue this account. I no longer use this system, both times I was told I would receive a letter by mail in 2to3 week with a code to cancel the ********** has now been 2 months, and I have not received anything from Vivint concerning this account, however, my direct deposit continues to be charged with no communication. I have sent a letter by mail to address this cancellation. Currently I was charged for 2 months of service I requested a stop payment, and I have not received any contact or communication from this company.Business Response
Date: 09/19/2025
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. ?
In the complaint, Ms. ******* has requested to cancel the account due to lack of communication.
Vivints records shows that Ms. ******* does not recall the verbal passcode associated with her account, nor does she remember the email address on file. A request for a copy of the passcode was submitted on July 30, 2025. Delivery of the passcode may take up to 8 to 10 days from the date of request.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, ********************** is prepared to offer clarity on the account, pending account verification and acceptance by Ms. ************ lwc-f6gbo863ml="" style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px;">
To resolve this matter, Ms. ******* may contact Vivints representative to proceed with the proposed resolution. Ms. ******* may contact Vivints representative with any questions or concerns he may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: ********************************?or fax number: **************, ********************** Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had service with Vivint for 6 years. The first 5 years I paid for the alarm monitoring service and also paid for the equipment which was under contract. After the terms were completed I called to cancel but they talked me into keeping it and getting it at a discount which never happened. 6 months later I finally call again to cancel but the man I spoke to kept stonewalling trying to convince me there is a better way and that they would be sad to lose a good customer, etc but I just kept telling him to cancel it and then asked for someone else to speak to so he just hung up on me. I decided to call back to see if I could get someone else but they did the same only they pretended like they couldn't hear me on the phone when I insisted on canceling. I have put in a dispute to my credit card company in hopes they can stop the charges but this company needs to stop this practice. It's awful to be trapped like this. I have two systems and the equipment doesn't even work on one.Business Response
Date: 09/25/2025
Vivint Account #: ******* & *******
Case #: CA-********* & CA-*********
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******* and a resolution has been agreed upon. At this time, Vivint has confirmed 1 of her 2 accounts is cancelled and refunded. An email confirmation was sent to Ms. *******. Vivint has agreed to complete Ms. *******'s 2nd cancellation request. A confirmation email will be sent when all is resolved.
Ms. ******* may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
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