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
- 8,353 total complaints in the last 3 years.
- 2,971 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:05/30/2024
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.
On April 25,2025, A Sales manager came to my door asking who my current alarm system was with. My reply was ADT. He stated that if I would switch to Vivint they would buy out my ADT contract. The Vivint came into my home to inspect my current equipment. Once that was done the agent sat in my living room listening to my ADT call put on speaker phone cancelling the *** listening to the amount listed at ADT at $ *******. The agent listened to the conversation instructing me to ask for my final bill by mail and forward to this Vivint sales manager to buy out this contract. Also, stating that i had 30 days. After forwarding my ADT final bill to Vivint agent. I received no response. I called Vivint and spoke to a customer service agent that attempted to contact this agent for over a week. She then called back and stated that the sales agent made no such offer and did i have proof. My reply why would i take on a equipment bill from Vivint for 3700 dollars plus 63.00-month charge and pay an additional 2400 dollars bill plus an additional 54-dollar monthly fee to get a Vivint home smart system. The Vivint agent should be truthful giving true information while representing you company instead of telling "lies" to gain a sales quoters. I want the buyout offer as promised, I was a Vivint customer when i lived in *******, ** and was very pleased with the service. I see 7 years have created a totally different company now has become deceptive. Next step with seeking legal counsel, filing a complaint with the *** and FTC
Business Response
Date: 06/07/2024
6/5/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21778632
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 4/25/2024
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that the sales representative informed him that Vivint would buy out his previous contract. ****************** further explains that the previous contract was never bought out.
To assist ******************, Vivint is either willing to pay the buyout or cancel and refund the account upon receipt of the equipment. A representative has contacted ****************** via email to further assist him.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I accepted the buyout option offered. I forwarded ADT bill via email.
Sincerely,
*****************************Initial Complaint
Date:05/29/2024
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.
My cameras on my house is not recording. Instead of the rep sending a tech to resolve the issue he immediately offered me to upgrade my cameras. I'm not upgrading my cameras I want my cameras fixed. I paid $900 in equipment and as soon as I pay the equipment off the camera don't work. My cars has gotten broken into twice and the camera was not recording. Send a tech to fix my stuffBusiness Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21777785
Complainant: Ynessa *****
Vivint Account #: *******
Date of Agreement: May 25, 2018
To Whom It May ***************** 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 schedule a Smart Home Professional to complete a full system check with the main focus on the cameras. Should the cameras need to be upgraded,Vivint agrees to provide a 50% discount on the upgraded cameras. Ms. ***** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/29/2024
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.
Original contract 8/26/2023. Need a new contract with promised adjustment to cost. ; Acct # **********; Service #*********. ********************** agreed to reduce the panel cost of $1799 to $599 and removed $450 worth of equipment. The contract should be for $2262 plus tax. Contract from sales rep shows total $3861.48 but Citizens Loan said loan for $4000. I tried to cancel within 3 days of installation on 8/26/23 but Vivint insisted they would make the previous stated reductions that I could afford. I have made so many phone calls that are always over 1 hour, referred to many different reps and promised it would be taken care of. As of today, per Citizen's, my account was credited $679. They still owe me credit of $1200 for the panel that they approved last Sept. and a contract I can download. (They emailed me contracts but I had to pay for Adobe to be able to open. They would not send any other way.) Vivint never gives me a direct person to contact or anyone who returns calls. The frustration of dealing with this company has not only given me financial hardship but many headaches and stress so that I cannot force myself to call anymore. Last month my front door **** quit working and it took several 1 hour calls for them to run tests and to finally convince them to replace the faulty equipment. They also have reneged on the cost of monthly service fee that I was assured would not be over $30 but is $37.42.Business Response
Date: 06/04/2024
June 4, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21776093
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: August 26, 2023
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ******************** via phone to address and resolve the current issue. For any additional questions or concerns regarding this matter, ******************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/29/2024
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.
Vivint's door-to-door salesmen are unprofessional. They do not respect my "no soliciting" sign. They harass people who have politely--and repeatedly--told them that they are not interested in buying their security system. Train your salespeople to respect other's property and time, and train them to respect people's requests. In other words, get the fuck off my property and leave me alone.Business Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** *******
Vivint Account #: NA
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by Mr. *** ******* and appreciate the opportunity to respond.
The kind of behavior Mr. ******* has reported is not consistent with Vivint’s policies, and I have reported this complaint to sales management in Mr. *******’ area and her address has been put on the no contact list. Vivint appreciates Mr. ******* feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Apologies for profanity in my complaint.
Sincerely,
*** *******Initial Complaint
Date:05/29/2024
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 vivi8hnt regarding installing a security system. They came out to install the system and within days the system stopped working. I submitted a compliant via a survey in addition to calling Vivint on several different occasions. I requested for them to do the following:repair, replace and or refund my money to date Vivint has done neither and I continue to be billed. I have paid outright for this very expensive equipment but what was promised isnt what was delivered. I heard from other people that they have the exact same problem with Vivint.Business Response
Date: 06/07/2024
June 7, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21773705
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: May 3, 2024
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that within days of having her system installed it stopped working. **************** states that she has requested the equipment to be repaired, replaced, or to have her money refunded. *************** states that Vivint has done nothing. **************** desires to be refunded.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 3, 2024. On May 6, 2024, **************** called Vivint due to issues she was having with her equipment and installation.Vivints representative opened a work order to have ****************** issues resolved,however, there were no appointments available between 4:00 pm 8:00 pm. On May 13, 2024, **************** sent an email expressing her dissatisfaction with Vivint and the equipment. A Vivint representative did reach out to **************** in an effort to schedule an appointment and provide two free months of monitoring service, however, **************** declined all offers and just wanted to cancel the agreement and be refunded.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation and a refund of all payments made directly to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. **************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/29/2024
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.
Vivant came to my home on saturday 5-25-24 to quote a system to me. I liked it and said ok. The problems started after the rep left. The technician came to set up my system. He came with piles and piles of stuff. He stayed on his phone texting a lot. Around 9:30 pm he told me he had to run and get my smart lock because he didn't have it in the color I requested. Time passed. I called at 11:23 asking him where he was because I was getting sleepy. He had took the deadbolt off my door so I couldn't lock it. He told me he couldn't be out after 10 pm so he closed out my ticket and will come back at 10 am to finish the install. I was not happy about this. On top of that he filled out MY survey. My survey. He probably game himself a very good review when I would've given him the opposite. He came back after 10 am and finished. I was told it would take him 15 minutes and it took him 2 hours!! I also never got a copy of my contract. I want this system out of my house yesterday!!!Business Response
Date: 06/04/2024
June 4, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: ********
Date of Agreement: May 25, 2024
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 fully cancel the account of Ms. *****. This will include removal of
the Vivint equipment, a full refund of any payments made directly to Vivint,
and full closer of the equipment line of credit. Ms. ***** may
contact Vivint’s representative directly if she has any questions or concerns
regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *****Initial Complaint
Date:05/28/2024
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.
The sales representatives consistently canvas our neighborhood, despite having a no soliciting sign on our door, they knock on our door and refuse to leave after being asked. They have our names from a previous horrid experience with them, so they try to use that to keep talking. They are incredibly aggressive in not leaving to the point that if I'm home alone it makes me feel unsafe.Business Response
Date: 06/03/2024
June 1, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21771398
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 5/28/19
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
The kind of behavior ************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in ************** area and her address has been put on the no contact list. Vivint appreciates ************** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/28/2024
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.
A sales rep came to our house selling us the product and services with it (a front door camera, driveway camera, backyard camera, and a hub showing all the views.) The sales rep did a great job of selling the product at a lower price to convince my wife and I to buy. When we ********* that we may not be interested in paying long term for their services, the sales rep told us that it was no problem, that we could cancel our service after 6 months and only pay for the loan on the equipment. The rep ********* that this is how long it would take for him to receive the commission for selling us the product. So, 6 months later, we called to cancel the services and the company now tells us differently, that per the contract, we can not cancel the service until the equipment is completely paid off. This has been the most disappointing company we have encountered and come into contract with. My wife and I regret ever buying from them and when we spoke on the phone with them, they were absolutely no help. I can't say I would recommend them to anyone after all the lies and scam from starting from the sales rep all the way to their phone reps. ** this point, we no longer care to have their products or service all around.Business Response
Date: 06/07/2024
June 7, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21771239
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: August 18, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivint has agreed to reduce the monthly services fee and make the service Agreement month-to-month. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/28/2024
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.
Canceled services in March. I was frustrated at hidden penalties that were not made clear when contract was signed. Regardless, I paid the bill and canceled the account. Now Im on the phone dealing with terrible customer service. They are now telling me the account is still active.Business Response
Date: 06/03/2024
June 3, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21770540
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 21, 2019
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivints records show the account was cancelled effective May 29, 2024. Vivint agrees to refund the amount of $31.22 via check. ***************************** has no further obligation to Vivint. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/28/2024
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.
A sales guy named ****** came to us in late August of 2023 and made us a lot of promises, which ended up being sales tactics to mislead us into a lengthy and costly contract with Vivint. We verbally agreed upon a total cost of $65 per month including equipment and monitoring by Vivint. Install day was LONG and the installers were incredibly unprofessional. After ****** admitted to messing up our initial billing and we were charged our first month for monitoring, which was supposed to be free, he secured us a $300 account credit. With the cost of our equipment being $46.24 per month, I was satisfied because that meant the $300 monitoring credit would last us almost a year. Due to the fact that I didn't think we were currently being charged for the monitoring due to the credit, I hadn't checked my credit card for charges from Vivint. In May, I realized I had been charged $27.50 in March, which ended up being a partial charge due to our credit running out, and then $57.07 in April and May on top of the equipment price. We called Vivint to see about why the total payment was so high (over $100 a month) and how our credit could have already run out. We found out we have actually been being charged much more than verbally agreed upon for monitoring, which is why our $300 credit dwindled much quicker than anticipated. We haven't been able to access our billing at all. The "loyalty department" basically told us it was our fault for signing the contract and they would be going by that amount and offered no help whatsoever. My wife and I both specifically remember ****** telling us while signing the contract, it would currently show the higher amount, but not to worry, because that how it's done and the discount would come later. We also reached out to ****** who responded when asked if he still works for Vivint, but will not respond now that he knows we have a billing issue. We have been lied to and we are uncomfortable continuing a business relationship with Vivint.Business Response
Date: 06/04/2024
June 4, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21769470
Complainant: *******************;
Vivint Account #: ********
Date of Agreement: August 29, 2023
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In his complaint, **************** explains that they were misled by the sales representative about their monthly service and equipment fees. **************** desires cancellation without penalty.
To assist, Vivint agrees to reduce Mr. ******* monthly services fee by 25%.
Vivints records show that **************** signed a **************** Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $46.47, and total equipment fee of $2,615.35, plus any applicable taxes, during that term. Vivint relied on Mr. ******* representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Despite the validity of this agreement, Vivint agrees to the above resolution and has reduced his monthly services fee to $34.85. For any additional questions or concerns regarding this matter, **************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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