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:05/23/2024
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.
We signed up with Vivint home security in 2020. We were told that we were financing our equipment. And that once we bought it one time that if we ever had any issues with our equipment or it became out of service that Vivint would come out and replace it. We continued with our service about a year to a year and a half later our doorbell camera started over heating and became extremely hot to the touch. When I called Vivint I was informed that I would have to attempt to fix it myself with them over the phone and if they had to send someone out there would be a fee and they also informed me that any new equipment would a fee I would be paying but its ok because I can finance it... I was appalled and decided to pay off the rest of my equipment and cancel and at that point I was informed that I was under a 60 month contract that doesnt end till sep of 2025. I was never informed of this 60month contract or the fact that I had to pay to upgrade faulty or out of date equipment. I called again today and the same thing they are refusing to send someone out without trying to make me first repair it and there is a$99 fee. I personally feel scammed. I was lied to about the warranty on the equipment and I was not informed of this 60 month contract at purchase. neither my doorbell camera and front of house camera go out for periods of time in the heat as well as bad weather. I just want to know why I was told so many falsities and if they are going to actually come fix my equipment if they are forcing me to honor a contract I never knew about or agreed to.
Business Response
Date: 05/29/2024
May 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21752462
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: September 4, 2020
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, Mr. ******** explains that his equipment malfunctioned and Vivint refused to send a technician to his home without him troubleshooting first or paying a fee of $99. Mr. ******** further explains that he was lied to about the warranty on the equipment and was not informed of a 60-month contract.
At this time, Vivint agrees to dispatch a technician to Mr. ********* home at no cost to resolve his equipment concerns.
A legal representative from Vivint has attempted to contact Mr. ******** via email to address and resolve the current issue. For any additional questions or concerns regarding this matter, Mr. ******** 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 LegalCustomer Answer
Date: 06/03/2024
Complaint: 21752462
I am rejecting this response because:the lady Im speaking with scheduled an appointment with me for Friday and then didnt answer the phone or email. Now she is acting like i never tried to reach her. I dont like it when people lie and blame others for their actions. We will see if she starts being honest then maybe this can be resolved.
Sincerely,
***********************Business Response
Date: 06/10/2024
June 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21752462
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: September 4, 2020
To Whom It May ****************** his rebuttal, Mr. ******** explains that he has not been able to speak with Vivints representative to resolve this matter.
A different legal representative from Vivint has been assigned to resolve this matter with Mr. ******** and has been in contact with him to schedule an appointment to speak. Vivint is eager to reach an amicable resolution with Mr. ******** and he may continue to communicate with Vivints representative.
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:05/23/2024
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 person purposefully deceives you and lies about the trial period to make sure he makes his commission and after telling me it's 30 day trial chamges contract to say 3 day trial period which now ripped me into something I never wanted!Business Response
Date: 06/07/2024
June 7, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21749008
Complainant: *************************
Vivint Account #: ********
Date of Agreement: May 8, 2024
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that the sales representative deceived her by telling her there is a thirty (30) day trial, only for the contract to show there is a three (3)day trial. ***************** desires a refund.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on May 8, 2024. The Agreement shows a three (3) day trial cancellation period. On May 22, 2024, ****************** reported that she was having equipment issues. ****************** requested the cancellation of her account and reported that she was given a thirty (30) day trial period. Vivints records show on May 23, 2024, the sales representative confirmed the thirty (30) day trial that was offered, an equipment pull was scheduled. On May 30,2024, the cancellation process was completed, and a refund sent to ******************.
A Vivint representative has attempted to contact ****************** via email in efforts to confirm this matter has been resolved.Vivint has confirmed that the account has been cancelled and equipment has been removed. A full refund has been sent to ***************** and the equipment line of credit has been closed. ****************** 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:05/22/2024
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 have been calling about my doorbell camera an my door locks since they installed them. They phone rep said a rep was coming with batteries for my detector when I got the door locks install that was a lie an he didn't fix the door locks they was suppose to bring a updated doorbell camera to work with my phone that didn't happen it's just be a mess. I just want my system to wrk correctly. Since day 1 it's been a problem an I'm still here so I deserve to have a system that works correctlyBusiness Response
Date: 05/28/2024
5/28/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21749370
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 5/20/2016
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ explains his system needs to be repaired and requests a new doorbell camera.
To assist ************, Vivint is willing to send a technician at no cost to fix the batteries, door lock and install an upgraded doorbell camera. A representative from Vivint has contacted ************ via email to schedule an appointment.
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:05/22/2024
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 have tried to use your product without flaws. Now I am trying to cancel & get out of this subscription. I moved into a house in March 2024, which had l Vivint panel & 8-year-old cameras. I decided in Apr 2give Vivint a try. It was nothing but issues. I had to have 2 different techs out on 2 different days wasting my time.The sensors didnt work - kept disconnecting. The camera image at night - nonexistent. The panel wont connect to Wi-Fi I called 10 times to complain or talk to somebody - May 4 I was connected to ********:******. At that time, she told me, because I wanted to cancel, that she would give me May and June for free..fine. At this Time, I also ordered 2 Vivint smoke alarms. The smoke alarm arrived but I then noticed on May 21 that on May 13 I had been charged my subscription fee for the month of May. This was on my credit card on May 13. On May 21 Ispent 2 hours on the phone with Vivint asking this charge should be removed., I spoke to a supervisor named ****** who couldnt help & then to a supervisor named ***** : ****** -who was combative and refused to cancel. They wouldnt. I repeated that I wanted to cancel at least a ***************************************** with their stuff. no one would cancel my service. I also want to send back the smoke detectors, which I have been told I have 30 days to do. No one at Vivint will give me instructions on how to send it back or to send it to.Another rep said she would have to come get the equipment out of the house. Huh? The previous owner lived there 8 years. Im pretty sure within 8 yearsShe paid off any equipment. So not really sure what that confusions about. I want to cancel I want my $75, I want to be let out of my subscription w/out penalty, which was for 12 months& would like instructions on how to send back your smoke detectors for a refund.Since Vivint was charging my credit card incorrectly, that credit card has been canceled. I will take a check.Business Response
Date: 05/29/2024
May 28, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: 4/13/24
To Whom It May *********************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In his complaint, ****************** states that she activated the panel in the home she bought. She has had numerous issues with the system since it was activated. She had billing issues and was charged when she was told she would be given 2 free months. She bought 2 smoke detectors and asked to send them back but was not given information on how to do so.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 4/13/24 with an initial term of sixty (60) months. Vivints records indicate that ****************** on 5/22/24. She was given a credit of $402.92 which covered the 2 promised free months and the cost of the smoke detectors. A prepaid return label was emailed to her for the return of her smoke detectors.
A representative from Vivint has reached out to ***************** in an effort to confirm that her issues have been resolved. ****************** may contact Vivints representative directly if she requires further assistance or has any other 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: 05/30/2024
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:05/21/2024
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 received a text message saying I am 60 days past due from vivint. I called them to ask what was going on since I have a renter using and taking care of this security system. After 2.5 hours on the phone I find out vivint let my tenant create a new account using my equipment (which no one let me know of this, i did NOT approve this) so they just continued to charge me month after month and never sent me a bill via email or mail, i still have nothing stating I owe anything. As far as I knew this was being paid for by the tenant. A manager took $150 off the bill but would not bring the $227 balance to zero as they are already being paid from the tenants new account. This is a very fraudulent company I have spent over 3 hours on the phone and they can't let me in my account, they do not give me a detailed bill and they will not make this right and stop double charging. It gets better apparently vivint told my tenant that I cancelled my account so that's why she created a new account. If that's the case then why is my account open and why I'm I being billed? This account needs to be brought to zero and cancelled as I have requested.Business Response
Date: 05/28/2024
May 28, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21744230
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: July 7, 2022
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:05/21/2024
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 would like to cancel my services with Vivint. The system does not work with my current setup. I was sold a main hub and a garage controller. This system does not satisfy my needs in home security. I was told I would have 30 days to cancel I tried to cancel with the sales rep on March 8th. He assured me he will take care of it, after numerous calls, voice mails and text he did not respond and I called support to cancel to be met with resistance. Attach is a text from the employee telling me he will cancel my trial service for me.Business Response
Date: 05/29/2024
5/29/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* **********
Vivint Account #: ********
Date of Agreement: 5/7/2024
To Whom It May Concern:
I have reviewed the information provided
by the customer and
appreciate the opportunity to respond.
The customer’s account has been cancelled
and refunded. The customer may contact Vivint’s representative directly if they
have 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 LegalInitial Complaint
Date:05/21/2024
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 a five year contract with a security system that only worked for the first year. It was finished in November of 2023 but I finished the payment in October to finally be done. It took hours on the phone. Thought I was done. Realized several months later I was still be charged. Made sure that none of the non working parts were plugged in & tried to get them to stop billing me. Spent an hour mostly on hold or sent back to the starting menu. Was getting a run around & decided to get my credit card to put a stop to my paying non service on a five year subscription that was finished (now) 7 months ago.Dispute is still ongoing with my credit card but I need professional help that matters (B.B.B.) Noticed that thousands have filed complaints on your site about Vivint Home Security ****. Hope I will be included in any possible group lawsuit.Just want to stop paying on this fraudulent operation. Thanks for your help & protection. You make the huge difference that individual consumers can't Thanks for your help!*********************** ***************Business Response
Date: 05/24/2024
May 24, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21742321
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: December 1, 2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that his contract ended in November 2023. **************** states that he realized months later that he was still being charged. **************** desires to have the monitoring service account cancelled and to be refunded.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on December 1, 2018. On September 5, 2023, *************** called wanting to cancel and to pay off the remaining months of the agreement and equipment loan. **************** provided confirmation that the equipment loan was paid off and was informed there was a payment of $104.28 due to buyout the remainder of the agreement. The call disconnected before the call could be transferred to billing to make the payment. On March 28, 2024, **************** called saying he thought the account was cancelled until he noticed he was still being charged. **************** was informed that a written notice of cancellation was not received.
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 November 30, 2023, at the agreement term end. Vivint also agrees to refund all payments made directly to Vivint from that date forward.
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 LegalInitial Complaint
Date:05/21/2024
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 representative knocked on my door because I had ADT security. He promised me I would get better security for a lower price. I told him and showed him the paperwork I signed with ADT and he compared. I was told I would not have a contract, I would not have my credit ran. A month later I received a credit card I didnt know I got and apparently it was for equipment and the representative told me I would be paying vivint for my equipment . I have been speaking with the person who sold me the services for over 6 months via phone and he has been telling me they are fixing it and he has a manager calling me. I never received a phone call. I spoke to someone 5/20/24 and they said I can switch over to someone elses name but I have to pay off the equipment . I no longer live here as of the 31st so they said I have to pay for something that was fraudulently put in my name for someone to get a sale.Business Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21742313
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: December 14, 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 remove the Vivint installed equipment. Upon removal of the equipment Vivint will provide cancellation of the remaining Vivint Agreement as well as closure of the remaining Fortiva line of credit. ************** 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:05/21/2024
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.
5/21/2024 Called Vivint to cancel my services to be told that I was locked into a 5 year agreement that was never explained to me. The sales rep only explained the payment for the equipment I ordered was 5 year agreement which was fine but not the services itself. I am selling my home and moving in with family so there is no need for their services. Their practices are predatory because I had some sit in my home upwards to an hour talking about the benefits of their system but never the 60 month commitment.Business Response
Date: 05/29/2024
5/29/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21742277
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 9/16/2021
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. ************ has no further obligation to Vivint. ************ 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:05/21/2024
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.
I have been a long-time Vivint customer. I initially purchased multiple ********************************************* cameras from Vivint for my home. At that time, I also purchased a Vivint smart drive which they call a "Space Monkey" which records footage from the security cameras. Shortly thereafter, Vivint introduced their 2nd generation security cameras which offered many enhanced features. I spoke to a Vivint salesperson and decided to purchase the 2nd generation security cameras. Vivint scheduled installation of the cameras and the technician arrived and went over all of my existing equipment and proceeded to install the security cameras. After the installation was complete, I noticed that I was no longer able to retrieve footage from the Space Monkey smart drive. I asked the technician why this was happening and he advised that Vivint has intentionally shut off use of the Smart Monkey with the 2nd generation cameras as they now have an online DVR service for which they charge $300. Neither the Vivint sales rep or the technician explained this to me prior to purchase or installation. I explained that I had already paid $300 for the Space Monkey and he suggested I call customer service to see what they could offer. I spoke with customer service and they magically turned the service back on and playback of the footage was enabled. However, after 3 months, the playback stopped. I called again and they restored. After 3 months, the playback stopped again. Now, I called and asked them to make sure this stays on permanently and they said they had put me on a free trial and I need to pay $300 for their new service. I offered to return the Space Monkey for a credit to apply to the online DVR service, but they refused and said I need to pay $300 after having already paid $300 for the Space Monkey. In my view, this is a deceptive business practice as they get you to commit to buying their equipment /installation services and never inform you of these other hidden charges or impacts.Business Response
Date: 05/24/2024
May 24, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21739785
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: November 9, 2018
To Whom It May ***************** have reviewed the information provided by ************** 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 provide a credit in the amount of $300 covering the cost of the *** feature. Mr. ***** 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 LegalCustomer Answer
Date: 05/24/2024
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,
***********************
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