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.
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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.
On 5-14-24 I made an appointment for the security team to come out to my resident on 5-17-24 to install the security system, On 05-16-24 I called Vivint and cancel the appointment and I was told that I will be receiving my refund in 3 to 5 business days, I ask for confirmation for the cancellatiom request aswell as for the refund and I was told they do not provide any cancellation request and told me just to take their word, I was not happy about that and express my concern about it, I never received the refund and everytime I called I was told constandly that 3 to 5 business days including by the supervisor, I do have recorder and yes i was recordingI its been 9 days and still have not received my refund, I callled and filed a claim with Fifth third Bank Dispute and the bank is doing the samething, ******** have not provide me a temperally hold even though they says I will be receivingj upto 8 businesss and it is seven days now and I still haven't received from bank either .
Business Response
Date: 06/03/2024
June 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21766771
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************** states that she had an appointment to have a system installed on 5/16/24. She canceled the installation and was told she would receive a refund in 3 to 5 business days. She wanted cancellation confirmation but was told it would not be provided. She disputed the charge with her bank, but the bank did not provide a temporary hold. She was told she would receive the refund within 8 days, has not received it.
Vivints records indicate that ************** did not sign a Purchase and Services Agreement (Agreement). As she never installed a system nor signed an Agreement, there is no Agreement to provide cancelation confirmation for. Vivints records indicate that ************** cancelled the installation on 5/16/24, as evidenced by the technician not going to her home to install a system.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. To avoid a double refund, Vivint agrees to provide a refund of Ms. ****** $28.59 payment once she provides documentation that the bank denied her payment dispute claim. ************** may contact Vivints representative directly with the information or if she has any further questions or concerns.
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: 06/05/2024
Complaint: 21766771
I am rejecting this response because:
Sincerely,
***********************; The reason why is because the bank have given me the temporally $28 after I contacted BBB and I prefer to except the $28 with the bank and not with Vivint, Vivint is not honest they are very deceitful and have/had no intention of refunded me, *********************** avoided my calls and would not contact me back even when I tried to contact her numerous of times, At this point I am satisfy with the bank providing me the $28 dollars for Vivint, With that being said Vivint Security can reimburse the bank the $28 dollar. back, Thank you ***************Business Response
Date: 06/11/2024
June 11, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21766771
Complainant: ***********************;
Vivint Account #: ********
Date of Agreement: NA
To Whom It May *********************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivint maintains their resolution. ************** has no further obligation to Vivint and states her bank is in the process of refunding her $28 payment. ************** may contact Vivints representative directly if she has any further questions or concerns.
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.
Vivint went into my account without authorization. This was done without my consent after I told them to cancel my account. After realizing that it was taken out of my account. I called to talk to a representative and the rep was very rude and disrespectful. They told me that I was not getting a refund even though it was a mistake made in their end. I would not recommend this company to any friends or family.Business Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21768689
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: April 23, 2022
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 clear the balance due of $136.28 and has removed the payment method on file as requested. ******************** 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:05/28/2024
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.
Last date of transaction,may 23 2024,has contacted company on cancelation.have sunt documents on mar 18 ******************************************************************** bills,on mar 18 took ***** out of my acct supposed to be at new address,never recieved equipment due to company not honoring obligation,also technician kept running into problems with company.all calls are supposed to be recorded.have been on and off phone and tryin to even schedule a move..still calling and billing me and tryin to collect money.have last talked to ******* on may. 20 was supposed to escalate dismissal was toldto wait for resolve,recieved email from ******* that 8 owed and wouldnt cancel contract.i did not get service transferred,i did not recieve equipment at new addreess,i sunt cancelation lettersar 18 2024 ,i paid off past due balance and closed acct as i was told...i now recieve info everytime i recieve a call that i wasent given correct info to close acct due to all problems.wait 4 resolve no resolve was told by ******* all fees would be resolved because i had already cancelled and wrote statements..there has constantly been ********* calls although this is supposed to be on supervisors desk. Cause problem has went to long.still recieving calss still tryin to charge my aat( which is changed) i asked yresterday may 22 2024 that they stop calling and situation supposed to be on supervisor desk,This situation has been escalating since Jan. 2024.I want my 81 dollars,this contract cancelled,********* calls stopedBusiness Response
Date: 06/04/2024
June 4, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21754746
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: March 9, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she cancelled her account on May 23, 2024. **************** states that she has documents showing the account is paid off and closed. **************** states that she is being harassed and still being charged. **************** states that the service was not transferred and did not receive any equipment at the new address. **************** desires a refund of $81 and the account cancelled.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on March 9, 2019. On March 18, 2024, **************** called requesting to cancel due to Vivints Smart Home Professional not being able to complete the move installation. **************** was provided with cancellation information. On March 19, 2024, **************** called to find out why she was charged on a cancelled account. **************** was informed that a written notice of cancellation was needed before Vivint could proceed with cancellation. ***************** written notice of cancellation was received. On May 14, 2024, *************** called due to receiving a call regarding a past due balance on an account that should be cancelled. On June 3, 2024, Vivints representative submitted the account to be cancelled and have all payments made directly to Vivint be refunded from March 29, 2024, forward. **************** has no further obligation to Vivint.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service effective March 29, 2024, within 30 days of when the written notice of cancellation was received as per policy. All payments received directly by Vivint will be refunded from that date forward. **************** has no further obligation 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: **************, 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 salesman came to our door and showed my wife and me the security system. He assured us if we weren't happy, they'd remove all the equipment, leaving our home exactly the way it was. An installation team showed up WHILE we were still talking to the salesman. My wife repeatedly asked the salesman for the ***** monthly amount. He told us the amount would be slightly over $40/ month. Even though my wife asked several times if that was all, he continued to quote that figure. We didn't find out until about a month later-- well past the right of refusal date-- there's an additional charge for the $4k worth of equipment (and frankly, there's no way it's worth that amount of money). So now they won't cancel the service, and we can't get them to remove their overpriced equipment. They're ruining my wife's credit. I feel the salesman, as a representative for Vivint was slick and deceptive, and the company, itself, is taking advantage of customers and flat out lying to people.Business Response
Date: 06/03/2024
June 3, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21767529
Complainant: *************************
Vivint Account #: ********
Date of Agreement: August 14, 2023
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve his concerns.
Vivints records show that *********************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $36.47, and total equipment fee of $3,928.34 that was financed through Fortiva, plus applicable taxes, during that term. Vivint relied on Ms. ****** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
For any additional questions or concerns regarding this matter, Mr. ***** ************** are 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:05/28/2024
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.
I am having issues with two security systems. I transferred from Vivint to Northstar who now is ADT. I do not need any of these services anymore and have tried to cancel numerous times. I was told it was cancelled, but they continue to send debt collectors and add a yearly contract without me requesting this. I am getting the run around, I am elderly, I am living off of social security. I am moving in with my daughter because of medical issues, and they want me to move my services. I am hard of hearing and need assistance please as I am trying to cancel and keep getting charged. Please help!Business Response
Date: 06/04/2024
June 4, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21767361
Complainant: *************************;
Vivint Account #: ******
Date of Agreement: July 25, 2007
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel ******************** Agreement and remove her account from collections.
Vivint agrees to the above resolution and ****************** has no further obligation to Vivint and will not be contacted further by collections. 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:05/27/2024
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.
Ten Days ago I contact the **************************** due to issues with my alarm system.I was hung up on several times, and then offered a 9.95 per month contract to fix system and software issues.On 5/27/24 I contact the company about the same issues an was told I need to purchase a 9.95 service plan which I had already purchase, I request to speak to a supervisor and the agent hung up on me. I called back and was told that there was nothing thing could do. They refused to let me speak to a supervisor, and kept repeating the 9.95 per month plan that I had already purchased.Business Response
Date: 06/04/2024
June 4, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21766509
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: November 21, 2014
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he contacted Vivints technical support due to issues with the system. He states he was offered a contract worth $9.95 per month to fix system issues. ************** states he again contacted Vivint and was again offered the chance to purchase the plan he had already purchased. He states he requested a supervisor which was denied. ************** desires a repair.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on November 21, 2014. On May 15, 2024, reported issues with his takeover module battery. Vivint records show the Vivint protection plan was explained to **************. On May 27, 2024, ************** again reported battery issues on several devices. *********************** records show the call was disconnected. On the call back attempt the call was directed to voicemail.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint finds that a technician was at the home of ************** on May 31, 2024, to resolve the system issues. Vivint is awaiting a response from ************** to confirm that the issues has been resolved. ************** may contact Vivints representative directly with any further questions or concerns in 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:05/26/2024
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.
After paying my bill to a vivint agent my credit card was charged 128 dollars from the same person and reported as fraud I reported this to Vivint and informed them I would no longer do business with their company anymore I had been a loyal customer for 4 years until that incident and will never trust my credit card information with them againBusiness Response
Date: 05/30/2024
5/30/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21762861
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 4/8/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel the account without penalty. ************** 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:05/26/2024
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.
They came to install a system in my home. Destroyed an interior wall and now will not contact me to fix the wall. I have holes left in the wall and they destoryed my recently renovated house. **************** refuses to help.Business Response
Date: 05/31/2024
May 31, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21762658
Complainant: ****************************;
Vivint Account #: ********
Date of Agreement: May 25, 2024
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:05/25/2024
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.
Vivint uses high pressure sales tactics in their door to door representatives. We had a representative of vivint peaking through our windows and threaten violence against myself and my family and was given a criminal trespassing charge. After contacting the company we were guaranteed they wouldn't return. They showed back up to the house within the month pressuring us to buy a system from them.Business Response
Date: 05/30/2024
May 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21760062
Complainant: *********************************
Vivint Account #: ******
Date of Agreement: NA
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 provide the information that has been given by ******************** to the appropriate management to prevent this type of interaction in the future. ******************** 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:05/25/2024
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 had an auto draft set up with Vivant and they stopped drafting my account. Now I am behind on payments and I admit that. On May 25,2024 at 3:57 am the alarm on my phone goes off with a notification that Vivant is attempting to contact me. About an hour later the alarm goes off again with the same message. I called and spoke to a customer service representative at their 888 number in the app. **************** states I would have to contact their collections department Mon - Fri 8am to 5pm. Why are they setting off my phone alarm at 3 and 4am on a Saturday if they cant help me until Monday 8am. This is nothing but harassment and absolutely unacceptable.Business Response
Date: 06/03/2024
June 3, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21759580
Complainant: *******************
Vivint Account #: ********
Date of Agreement: August 23, 2023
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that they stopped autopay and knows that the account was behind on payments. ************ states that on May 25,2024, at 3:57 am he received a notification about the status of the account.************ states that he received another notification about one hour later. *********** desires a billing adjustment.
Vivints records indicate that ************************* signed a Purchase and Services Agreement (Agreement) on August 23, 2023. On March 1, 2024, remote access through the mobile application was suspended due to the account being ninety-days past due. On March 26, 2024, the account was written off for non-payment. On April 12, 2024, ************ called about the account status, he was informed the outstanding balance of $319.48 and that Vivint agreed to waive two months of fees totaling $135.74, leaving an amount due of $183.74 which was not paid.
A Vivint representative has attempted to reach ************ to assist with this matter via email. After reviewing the account, ********************** agrees to provide to following options: 1) remove the account from collections leaving the account closed, however, ************ would remain responsible for the equipment line of credit with Citizens, {or} 2) remove the account from collections providing a fresh start.
To resolve this matter, Vivint agrees to the resolution as stated above. ************ 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:**************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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