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
- 8,352 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:05/13/2024
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 5/13/2024 I attempted to transfer my service from one apartment to another in my building. The individual I spoke with did not seem to understand what I was attempting to communicate or the English language in general.This call took over 30 minutes without any sort of resolution.I was able to transfer my *********** Account online in less that 10 minutes.I was able to transfer my ************ in 20 minutes.Why is it that I couldn't transfer my service with Vivint.At this point, Vivint is not honoring their agreement.For some strange reason, they didn't even have the correct apartment number where I have lived the past 2 years.I would like to respectfully consider my agreement void due to Vivint not honoring the terms and conditions on their end.
Business Response
Date: 05/20/2024
5/20/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21705549
Complainant: **********************
Vivint Account #: *******
Date of Agreement: 10/12/2018
To Whom It May ***************** have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to close the account. Mr. ***** has no further obligation to Vivint. 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 LegalInitial Complaint
Date:05/13/2024
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 driveway camera stopped working, which is mounted to my second story roof of my house. I called in to get it fixed, the guy who barely speaks English couldnt fix it, told me I either have to climb up on the roof and fix it myself or pay a hundred dollars for someone to come out and fix it. Told him Im not doing either because both options are absolutely ridiculous. After that he suckered me into 3 new cameras, each with a 10% discount, and only $50 to have someone come out and install them all. I said okay. But the full amount for the new cameras will be financed and continue to come out in monthly withdrawals like Ive been doing for years, right? Oh yes yes, your payment wont change. Installation guy comes, does a great job, I ask him the same question. Oh yes, your bill wont change and will come out in monthly payments like it always has. Great! Fast forward to today and my account says I owe $1052 in one lump sum. Call 2 different people, cant even understand either of them, chat online with someone who apologizes but all they can offer me is possibly a 5 month payment plan, pending approval. So not only was I lied to by 2 different workers about how the payments would continue monthly, now my bill is 200 some dollars a month for the next 5 months. Not like times are tough nowadays for everybody, right, just continue to **** me dry of money. All these people do is lie, give you the run around trying to talk to someone who speaks English, and apparently it doesnt matter that youve been a loyal customer for 10+years, always paid on time, and have dished out so much money to them. They cant help you or do anything for you. Needless to say, in 5 months, I will be canceling my services with them and buying a Ring camera instead.Business Response
Date: 05/20/2024
May 20, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21705147
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: June 12, 2019
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 her concerns. Vivints record indicates that on May 14, 2024, a refund in the amount of $984.88 was issued to ************** credit card ending in 7506. In addition, a five-month payment plan was set up to pay off her newly installed equipment.
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:05/13/2024
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 was promised 8 months free and 30 day free trial by Vivint rep on April 27, it is now May 10, I want to cancel bc they didn’t inform me I would have two separate bills and a credit with fortiva. I was mislead. I want to cancel and they said that I only had 3 day trial, and have to confirm with rep and the rep is not responding to either of usBusiness Response
Date: 05/16/2024
May 16, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: ********
Date of Agreement: April 27, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she was promised eight (8) months free and a thirty (30) day trial by a Vivint sales representative. She states she was not informed that there would be two separate bills. Ms. ****** desires correction to a credit report.
Vivint’s records indicate that Ms. ****** signed a Purchase and Service Agreement (“Agreement”) on April 27, 2024. On April 29, 2024, Ms. ****** reported that she was told by the sales representative that she would receive eight (8) months of free service. Vivint attempted to contact the sales representative to confirm that offer. On May 10, 2024, Ms. ****** requested cancellation of her account stating that she was not made aware of the Fortiva line of credit.
A Vivint representative has attempted to contact Ms. ****** via email in efforts to resolve this matter. Vivint has offered the following two (2) resolution options. 1) eight (8) months of free service. 2) Full cancellation of the Vivint Agreement, including removal of the Vivint equipment, a full refund of any payments made directly to Vivint and full closure of the Fortiva line of credit.
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: 05/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and i would like to move forward with cancelling Vivint, getting equipment removed and refunded and a full closure of the fortiva line of credit. I responded to the Vivint representative Lora good on Friday saying I wanted to move forward with cancellation and refund and have not got a response. I also called her number and it seems to be disconnected.
Sincerely,
******* ******Initial Complaint
Date:05/12/2024
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.
05/12/24 I was lied to when I originally signed up given 2nd hand equipment which they passed off as brand new equipment locked me in for 5 years a ridiculous loan. ****** on top I signed up for there protection plan a few months ago a piece of there equipment broke guess what protection plan only works if there tech breaks it. What kind of BS company is this. I'm taking insurance for there techs further more nothing on there protection plan says thatBusiness Response
Date: 05/17/2024
May 17, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21700959
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: September 6, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** via email and phone to address and resolve the current issue. Vivints record shows that on May 12, 2024, a new thermostat was mailed to ************** at no addiotnal cost. In addition, **************** past due balance of $57.13 was waived.
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 $44.99, and total equipment fee of $2,294.20, plus applicable taxes, during that term. Vivint records further show that ************** pays an additional monthly fee of $9.99 for the Vivint protection plan.
Vivint Protection Plan customers are entitled to the following benefits during the Protection Plan Period: no additional cost for on-site repair service for professionally-installed System components; no additional cost for shipping on no-cost replacements for parts that do not require professional installation; additional coverage for System components damaged due to power surges; priority routing on calls to Vivint customer service agents; and complimentary semi-annual System checks by Vivint. These checks are conducted over the phone to identify and address any outstanding System issues. We can fulfill our obligations under the Vivint Protection Plan using new or used parts of the same functionality and keep all replaced parts. This warranty does not cover repairs that are needed because of an accident, acts of God, your failure to properly use the System, if someone other than us attempts to repair or change the System, or any other reason except a defect in the equipment or our installation. We are not liable for consequential, incidental, or punitive damages.
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:05/12/2024
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.
initial charges started roughly Jan 2013 with a 5 year contract
withdraw from account is roughly the 13th of every month for $48.49.
Vivint has provided alarm service per contract.
Tried to move to a more local company in April 2019 and cancel the service from Vivint, unfortunately my email had changed and I could not remember the passcode for support; trying to redirect my email did not work. This continued for several years with of attempts when a service person, not identifying him self as from Vivint updated the alarm system (during the update of the local cell phone towers) and reconnected the alarm system to Vivint...this was roughly 5 years ago as I had thought that the upgrade might have restarted the 5 year service requirement. I would again like cancel the service as I am sure we are on a month to month contract but again cannot get my passcode reset due to the email address not having been updated, and I still have not been able to successfully get that updated.
The serial number on the panel is ************* and the service number is *******.
I was unable to find any paperwork with an account number although old entries in my check register have the number ******** on multiple entries.Business Response
Date: 05/20/2024
5/20/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 3/12/2013
To Whom It May Concern:
I 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 Ms. ****’s account without penalty. Ms. ****
has no further obligation to Vivint. 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 LegalBusiness Response
Date: 05/20/2024
5/20/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 3/12/2013
To Whom It May Concern:
I 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 Ms. ****’s account without penalty. Ms. ****
has no further obligation to Vivint. 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: 05/20/2024
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,
***** ****Customer Answer
Date: 05/20/2024
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:05/12/2024
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 purchased my Vivint equipment through a representative back in 2022 and was quoted a different price from what Im being charged monthly. I was overcharged for the equipment and lied to by one of their techs who no longer works for the company and fired for putting in additional equipment for customers. Im beyond disgusted with this company and have fought with them since I purchased the equipment to make this right. My camera is offline majority of the time and when you call to speak with a representative youre left on hold or transferred a million times. I would not recommend ever doing business with these people.Business Response
Date: 05/20/2024
May 20, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21700101
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: April 9, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she was quoted a different monthly price when she first signed up for Vivint services. She also states her camera is offline constantly. **************** desires a refund.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on April 9, 2022. On January 10, 2024, **************** reported camera issues with the doorbell camera, and requested the cancellation of her account. On April 23, *****, **************** again requested the cancellation of her Vivint Agreement. On May 14, 2024, **************** requested the cancellation of her account and declined the offer of a technician to resolve the system issues.
A Vivint representative has attempted to contact **************** via email in an effort to resolve this matter. Vivint offers a technician free of charge to address the system issues. Vivint has conducted research on the billing account of **************** and has found that the billing is correct and **************** is being charged the amount that was agreed to on the signed Agreement.
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:05/11/2024
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.
Was called 5 time in 1 morning, when I called back I was verbally assaulted by their sales representative and require restitution for their actions for defamation of my character. Your company has already found the call but state that unless he cursed during the call nothing would happen. But I was assaulted verbally and need restitution.Business Response
Date: 05/17/2024
5/17/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21698984
Complainant: *****************
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. Vivint appreciates Ms. ****** 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:05/11/2024
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 5/8/24 Vivint installed a security system at my home, quoting a price of $60/month. After the system was installed, I was told the charges would actually be $120/month for 5 years, and would drop to $60/month after that time. Vivint's sales team was pushy with other potential customers in the area at this time as they were also deceptive about costs with a family member who lives in a different household, so this appears to be a common practice. I have a 30 day window to cancel services, which I've attempted to do multiple times already. However, Vivint repeatedly claims they have not received my email request for cancellation although it's been sent 3 times. It appears that Vivint is trying to take advantage of elderly customers who don't speak English, and trying to stall until the cancellation window has passed in order to scam customers.Business Response
Date: 05/17/2024
May 17, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21698749
Complainant: **************************
Vivint Account #: ********
Date of Agreement: 5/14/24
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 cancelled ****************** Account and loan. **************** has no further obligatio to Vivint and 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:05/11/2024
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.
At 12:30pm on 5/11/2024 a Vivint representative knocked on my door ignoring a no soliciting notice on my door.
When I opened the door, he proceeded to claim that my dog had almost bit another Vivint representative. I stated that my dog has never attempted to bite anyone nor have I ever opened the door to another Vivint representative.
I asked him if there was any description of my dog or further information and he said all he knew was that the guy said he was almost bit and then he ran and how this guy just had to stop by and see that.
He then attempted to ask me if I knew what Vivint was and what they did?
His sales pitch to get me talking was to talk about how my dog attempted to bite someone after ignoring my no soliciting sign.
I am angry that my no soliciting sign was ignored but I am furious that he would say that my dog tried to bite someone. That is not something to joke about, dogs get put down for that type of thing.
This is unacceptable behavior.Business Response
Date: 05/16/2024
May 16, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* **********
Vivint Account #: ******
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided
by Ms. ********** and
appreciate the opportunity to respond.
In her complaint, Ms. ********** states that a
Vivint representative came to her door and ignored her no solicitation sign.
She states the representative accused her dog of attempting to bite another
Vivint representative. Ms. ********** desires to be contacted by Vivint.
Vivint has given the information that has been provided by Ms.
********** to the appropriate management teams to handle this matter. They will
contact Ms. ********** if there is any further information needed.
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: 05/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and am appreciative that they are communicating with the appropriate management so hopefully no one else is harassed or threatened by one of their representatives.
Sincerely,
*******Initial Complaint
Date:05/11/2024
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.
Attempted to cancel the account months ago and was told that I would no longer be billed. They billed me a month ago and I instantly called and had them cancel the account again and demanded a refund. I did not get a re find and it took them a month to cancel the account and they then charged me for that month.Business Response
Date: 05/17/2024
May 17, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21697897
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: August 9, 2018
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 in an effort 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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