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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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:05/20/2024
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 have contacted Vivint more than once to have sales people coming to our house, the second to last time they came during family dinner then asked if he can have some food that was for our family and freaked out on my husband when he was told to leave and he couldnt have food. We contacted them after that incident and they apologized and would contact the local business people here to not come to our house again. Tonight at 735pm, another salesmen came and rang our doorbell, we both work full time and just got our children to sleep, by ringing the doorbell he woke all of them up. Im tired of being disturbed and essentially harassed by them whenever they come to our house and we say no. We stay as respectful as we can but theres only so much we can take of this non stop. Whenever we say no its like they dont understand that term and continuously try to get us to say yes. I would like BBB to put an end to this hopefully. Customer service representatives are amazing with Vivint when we call to let them know its happened again, its the sales people that are the problem. Thank you, *********************
Business Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21738428
Complainant: ****** Budd
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 submit the information that was provided by ************ to the appropriate management to prevent this type of interaction in the future. ************ 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 LegalCustomer Answer
Date: 05/24/2024
Complaint: 21738428
I am rejecting this response because: I spoke with Vivint legal team that they were going to stop coming to our house and that was agreed upon. We had another Vivint sales person show up tonight. Its 8pm, our kids are sleeping, Im exhausted and this is not what we needed. My husband is not as kind as I am and one of these days, they will end up getting hurt for trespassing. I dont want that to happen but Im tired of this!! I will be sending the videos to their legal representative who contacted me.
Sincerely,
*********************Business Response
Date: 06/04/2024
June 4, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21738428
Complainant: *********************
Vivint Account #: ******
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
Vivint has resubmitted the information provided by ************ to the appropriate management to ensure that these interactions no longer occur. Vivint asks that ************ contact Vivints representative directly as (******************************************)if there are any further 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:05/20/2024
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.
Key details about deceptive and fraudulent business practices preventing good-faith account cancellation efforts, then continuing to charge and harass me for more payments after multiple cancellation requests were made:
11/3/23: Support called, expressed on recorded line willingness to cancel service, I then received an email detailing the requirements needed to cancel the service, and I sent all required information in my reply email for the Vivint team to process my cancellation effective immediately upon that date.
3/14/23: I learn that not only had my account not been cancelled per my expectation, but that I was auto-charged multiple times after 11/3/23 cancellation date. I called support, spent more than 1 hour on the phone with multiple technicians, sent screenshots and documentation of the 11/3/23 cancellation request, sent an additional cancellation request in the exact desired format on 3/14/24 that was confirmed on a recorded line that it had been received correctly and would be processed at that time AND I would be refunded for the additional charges occurring after 11/3/23.
5/20/24: After receiving another email and multiple calls about delinquent payments on my vivint account, I called support again today and learned my account WAS STILL ACTIVE AND NEVER CANCELLED TO THIS POINT. After spending another 1.5 hours on the phone with multiple support representatives and a deliberate disconnection made by one of the support managers without a callback- my issue is still unresolved.
Vivint has not replied to any written requests to multiple emails they've sent me, have not actioned to cancel after direct phone calls, and continue to harass me to collect payments for services that were not rendered for periods after multiple cancellation requests were sent. This company is deceptive - so please be warned anyone that sees this DO NOT DO BUSINESS WITH THIS COMPANY.Business Response
Date: 05/29/2024
May 28, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: 2/22/18
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* states that he has requested cancellation multiple times without success.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement (Agreement) on 2/22/18 with an initial term of one (1) month which states, “After the initial term, the Agreement may be terminated upon at least thirty (30) days’ prior written noticewhich will end on the last day of the thirty (30) day period.” Vivint’s records indicate that Mr. *******’s last payment was on 1/22/24. Vivint’s records indicate that Mr. ******* called on 2/1/24 asking about his cancellation. He was informed his written cancellation notice had not been received. Vivint’s records indicate that Mr. ******* sent written cancellation notice on 5/20/24 that was dated 3/14/24 and his account was cancelled effective 3/20/24.
A representative from Vivint has reached out to Mr. ******* in an effort to resolve this matter. In a gesture of goodwill, Vivint cancelled Mr. *******'s Agreement, waived the 30-day cancellation period and waived the $134.28 past due balance. Mr. ******* has no further obligation to Vivint and may contact Vivint’s representative directly if he has any further questions or concerns.
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:05/20/2024
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 left new parts in boxes.shoddy workmanship to install door ****. Used the established equipment from Brinks Security. Opened an account for equipment with Citizen in my name for $2000!Business Response
Date: 05/24/2024
May 24, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21735438
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: January 19, 2024
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 schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund to Citizens for the equipment line of credit, and a refund of all payments made directly 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:05/18/2024
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.
Business representatives have ignored multiple no soliciting signs and knocked on my door and contacted me while I was in my front yard to purchase their services. When stated I already have another competitors services the representative told me their services weren't worth it and didn't compare to theirs (Vivints). I informed them we had no soliciting signs and weren't interested yet they persisted. They only went away once I shut the door on them.Business Response
Date: 05/28/2024
May 28, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21731436
Complainant: *************************************;
Vivint Account #: NA
Date of Agreement: NA
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 LegalCustomer Answer
Date: 05/28/2024
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:05/18/2024
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 sighed documents to get my account back on , I filled bankruptcy my service is still not onBusiness Response
Date: 05/24/2024
May 24, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21730283
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: September 27,2023
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 reinstated the monitoring service, and the mobile application is working. **************** 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:05/17/2024
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 Vivint Associate come to my home to try to sell me an alarm system. I was advised that Their service was cheaper than what I already had with ADT. He quoted me that my bill will be ***** a month. I agree to get the service and hands me an iPad. He tells me to put in my information on the first page and then hand him the iPad back and he would do the rest. I had services installed, and then I get a separate bill in the mail for a credit card for equipment. This was never told to me that I would be paying two bills when I with Vivint all they do is give me credits on my bill *** they told me if I owe them $1500.Business Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21727867
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: April 26, 2024
To Whom It May ***************** have reviewed the information provided by Ms. *************************** 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:05/17/2024
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 hope I have the correct department to address myconcerns because Vivint has extremely bad communication skills.As a disclaimer, I want to say for the record that the agents we spoke withduring the calls have been very nice. All of them are trying to do everything in their power to help my mother and I find a compromise. Ourfrustration is solelywith those who make the decisions within the company, and especially with the *** of Vivint.Vivint is not very good at informing you properly about how much you have to pay for your bill. This company really hates it when their customers cancel their service. We cancelled our service because we are in a property we really do not need. We planned to install or wait until we bought a house to use the securitysystem. However, Vivint punishes you for not paying their service every month when equipment is not being used. This company also punishes you for trying to exit out of the company by paying the remaining balance, such as paying off the equipment and the service usage.What tipped us over the edge was when Vivint failed to tell us that we still have a remainingbalance for when we choose to do a monthly payment for the un-installment of the equipment. What we were told was that the moving department did not inform us of the cancellation and the billing department balance. This is extremely irresponsible of a large company like this playing with people's money. My mother and I have bills to pay, and we have to calculate how much we spend. We do not have a money tree in our backyard.In the end, I did end up helping my mom pay the remaining balance needed. I did inform the Vivint agents to add a note that if Vivint charges us for another amount that no one informs us about, we will have a lawyer involved in this. I asked every department in Vivint if there is any remaining balance, and I was told no. One thing is for sure, we will be informing friends and family to be aware of this company as well.Business Response
Date: 05/23/2024
5/23/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21728943
Complainant: ******** *
Vivint Account #: *******
*ate of Agreement: 12/19/2020
To Whom It May ***************** have reviewed the information provided by MS. * and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel the account. Ms. * has no further obligation to Vivint. 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 *epartment 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. I will keep a record of our interaction here, and relay the information over to the agents when I call back on Monday so no is confused.
Sincerely,
******************Initial Complaint
Date:05/17/2024
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 finished my contract with Vivint and now is on a month to month contract. I called on May 6th to request that my contract be canceled because I no longer used or needed the service provided by them. The agent asked me why, which I told her. She than offer to give me a ****** credit on an upgrade and a ****** credit to my referral. I advised that I wasn't interested and please cancel my account and send me confirmation. On May 10th I call again and requested cancellation of my account only to be put on hold, and the agent asked what she could do to make me stay, but didn't cancel and send me confirmation. I called a few days later and asked to speak to a manager which I was not allowed to do. Finally, I called billing and asked for my account to be canceled. He, again offer to give me a credit and also to lower my monthly payment, and not connect me to a manager. I called back and left a message on the recorded line that I would not be making any more payments. I have never dealt with a company like this in trying to cancel my service. I realize that I am a excellent paying customer, but I do not need their service. I am a senior and this experience has been emotional draining and upsetting for me. Each time in speaking with one of their agents that I could not always understand clearly, my blood pressure would rise. All I am asking is to receive confirmation that my account has been closed or canceled. Whatever, you can do to assist me will be appreciated.Thank you for your consideration in this matter.****************************************************Business Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21728856
Complainant: ****************************************************
Vivint Account #: *******
Date of Agreement: June 21, 2018
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 cancel the remaining Vivint monitoring contract without further penalty. ***************************************** 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:05/17/2024
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.
Upgraded security system equipment after being misled by company. Charged $1809 for said equipment (February 2022.) Subsequently upgraded equipment was removed and company will not refund payment despite being approved multiple times. Most recently company stated no proof equipment was removed despite their technician removing it on May 8.Business Response
Date: 05/24/2024
May 24, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21728703
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 7/11/17
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 a refund for the returned equipment and installation fee. ****************** 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:05/17/2024
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 moved homes while using Vivint Smart Home Security. Our new address was deemed unserviceable due to location (connection issue with system and their communication). They advised me that I would be able to cancel our services AND that they would pay back the Fortiva credit card that was used to purchase their equipment because it was a company issue. Fortiva is the credit company Vivint uses to purchase all equipment. I started this process in January 2024. I have called monthly every month to try and resolve the cancellation and credit card. I receive a minimum of 3 calls per day from Fortiva telling me I need to pay for a system I am no longer using. I was told by a representative that I do not need to pay Fortiva as my address is unserviceable. Ive been told multiple times that by such and such date my account will be processed and cancelled. When that dates comes, I call and am told a new story of things I must have done prior to getting my services cancelled. I typically wait on the phone for 1 hour + with zero solutions (sometimes phone call is dropped after hours on phone and no call back). The latest call I was told I needed to send back the equipment (I had been previously told we were able to keep it back in February) I did as asked and sent said equipment back and that was 20 days ago. They still have not cancelled my services and Im still getting multiple calls a day. I have been dealing with this problem for 4 months now, and it is effecting my credit score.Business Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21728005
Complainant: ******* Askelson
Vivint Account #: *******
Date of Agreement: May 10, 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 Legal
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