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
- 8,377 total complaints in the last 3 years.
- 2,972 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:04/23/2024
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.
On 04/06/24 salesman ******************************* came to my house to offer security system with Vivint. He offered the monitoring system with new camera, doorbell camera and new panel, he also said he will give me the back door camera and smoke detector for free and a 1 thousand dollar gift card to cancel the other monitoring system I had. The system never worked the way the sales person said it was going to work, he said I was going to be able to open the garage and I can't open the garage with the panel or the app. He said I was going to be able to turn the porch light on and I can't turn the porch light on. The back door sensor does not work at all and on top of that they are charging me for the back door camera and the smoke detector that they said it was free. So on 4/23/24 I called to try and cancel and I've been on the phone for 4 hours and have not been able to speak with a supervisor. They also said that if I cancel I will have to pay 50% of the total price.
Business Response
Date: 04/29/2024
April 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21615578
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: April 6, 2024
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently spoken to ************** to resolve her concerns. ************** may contact ********************************** / ************) directly with any further 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:04/23/2024
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.
I called in February 2024 to cancel service, I paid to end the contract fee of $306.41. Emailed my written notice to cancel to the email they provided and got confirmation. Service was to end March 19, 2024. On 3/18 I was charged the monthly fee, they said because cancellation was close to billing date, I got charged but should be getting a refund. I think the only reason I got the reverse charge was because I disputed it with my credit card. On 4/17 I was charged again for their monthly fee, called and spoke with a supervisor who confirmed that they have received everything to cancel and that she doesn't know why it hasn't processed and that is why I'm being charged. She said she would submit cancellation again and said I would be getting a refund. Now, even though they have been charging me, I get an email that I have a late payment. So I've talked to 4 different people, George, Juan, Leo and I didn't get the supervisors name and nothing has been resolved.Business Response
Date: 04/29/2024
4/29/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: *******
Date of Agreement: 4/16/2022
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 the account and waive the balance. 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: 04/29/2024
Complaint: ********
I am rejecting this response because: I continue, till today, to get past due notices from Vivint. you say you are willing to waive the past due, there is no past due. You've been charging my credit card even after service was cancelled. Your representatives keep telling me the same thing (4 times already), that it should have been cancelled and they don't understand why it hasn't gone through. If I get a ding on my credit for non-payment, I will seek legal representation. I will consider this resolved when I stop getting your calls and emails and are no long charging my credit card.
Sincerely,
****** ****Initial Complaint
Date:04/23/2024
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.
Our out door camera fell off either by weather or a person. I was not alerted or made aware for several days and of course even after calling vivint did I received a call back or some sort of follow up from vivint to see if myself, my family or home was ok. I had to call and notify them that my camera had been vandalized and missing. After calling Vivint a second time I was told if i wanted it fixed/replaced Id have to pay $99 for a technician to come out and evaluate, plus the cost off a new camera which is $399.00. My problem is if they are supposed to be securing my property why is it that I have to call them and notify them that something is wrong with my system. Why are they not calling and notifying me that there is a problem. At one point My system was being unplugged nightly by my teenager who was letting friends in over night. I didnt catch on till I started noticing my system was going off line the same time every night. Why didnt vivint catch this? Why is their main server even accessibly and easily unplugged by anyone? They are supposed to be securing my home but they are not. This is by far the worst home security system.Business Response
Date: 04/29/2024
April 29, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21613491
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 3/9/21
To Whom It May *********************** have reviewed the information provided by Ms. ********************* and appreciate the opportunity to respond.
In his complaint, ************** states that her camera fell off either by weather or a person. To fix it she will have to pay $99 for a technician and $399 for the camera. She wants to know why Vivint did not let her know the camera fell off or why Vivint did not know that her teenager was unplugging her system every night to let her friends in.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 3/9/21 with an initial term of sixty (60) months which states Repair of the System is our only duty. Vivints obligation to repair the system does not cover repairs that are needed because of an accident, acts of God or for any reason except a defect in the equipment. Vivints records indicate that ************** called on 3/27/24 stating that her camera was offline and detached from her home due to vandalism. ************** was informed that a technician could be sent to see if it could be repaired but, per her Agreement, there would be a technician charge. If it could not be repaired, ************** would have to purchase a new camera. Vivint's records indicate that ************** called on 4/23/24 stating that her camera was broken. The warranty was explained. ************** stated she did not want to pay for the technician or the camera.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Despite the information above, Vivint agrees to waive the $99 technician fee and provide a $150 credit towards the purchase of a new outdoor camera. ************** 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:04/23/2024
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.
This company repeatedly told me I was not locked in a contract and I couldnt cancel at any time. *** had multiple calls with them, to ask the same question and each and every time they tell me I can cancel at any time. *** tried canceling and they want to charge me a lump sum for what would cost me to keep their service for 5 years. *** had them charge my card without my authorization and it took months to get the money back, the last time they refused to give me money back even though theyve charged my card without my authorization they only did a credit in my account, after dozens of hours spent on the phone. I was so tired of dealing with them and wasting my time in countless phone calls that I had no choice. This is illigal. Their departments do not communicate with each other, so their billing doesnt understand what the collections is doing and vice-versa. Theyre constantly scamming people. Their service is not great either, I have a smart drive which is supposed to record all the time, but 9 times out of 10 when I try t go back in recording it says the smart drive was off line and there is no continuous recording so Im still paying for an equipment that doesnt work. Their door **** has a delay, EVERY TIME someone rings the door bell, when I click on it from the app the freezes the image and I cannot see who is at the door for up to 10 seconds, they claim its real time but its not, which has caused a safety concern for me because when my children are home alone, they can open the door before I can see who is at the doors which is the sole purpose I wanted a camera system. Ive had multiple calls about those 2 particular issues. Ive had the system for almost 4 years and it has never been fixed. Id like to be able to return all of this and get my money back because has never worked as intendend and as I was promised. This is not buyers remorse, their system simply has never worked as advertised and they need to be held accountable for their liesBusiness Response
Date: 04/29/2024
April 29, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21612607
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 7/15/20
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 send a free technician to resolve Ms. ******** equipment issues and discuss other options that *** be beneficial. ****************** *** 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:04/22/2024
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.
The keypad doorlock has malfunctioned over the last few months. The door lock will not stay online. Vivint is as notified. The very first representative actually told the ***** and stated your doorlock is free of charge because you pay the 10 dollar premium charge each month.(We pay an additional ******************************************************************************************************** malfunctions, Vivint will replace it free of charge). Weve paid this 1 dollar premium up charge since installation at 4242 *****************. The technician installs the new keypad door lock and tells my husband there is a charge. My husband explained that there should be no charge. Technician said that he would delay the charge until we get everything worked out over the phone. My husband called customer service only to be told the same thing by two different departments including the loyalty department (we are responsible for 85 dollars for the door lock.1. Why are we paying 10 per month for premium services that now all of a sudden doesnt pay for a Vivint door lock?2. It appears that someone is just collecting the extra 10 dollars per month but unwilling to honor the terms.3. I want the door lock free as promised or give all of my premium pay for each month since installation. One customer service rep today said that the premium program no longer exists. If that is true, Vivint is taking an extra 10 dollars out of my account fraudulently and thats wire fraud! Period!Business Response
Date: 04/29/2024
4/29/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21611242
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 5/9/2020
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 issue a credit of $90.00 to cover the cost of the doorlock. ****************** 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:04/22/2024
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.
Company provides a security system that you can buy cameras, thermostats, fire alarms etc as well as a monthly subscription for monitoring. First issue was I moved and had to cancel my service before my 5 year contract had ended. Then I found out that the sales and installation person had misled me in how it worked. I was told I could pay a monthly fee that included all of the hardware for the 5 years and if I canceled early I just had to pay off the equipment and not the monthly fee. This turned out to be not true I was charged the full amount. I was also told at the end I could take the equipment and continue using it just without the company monitoring it for me. This was not true. The equipment only works if you have the app and the app doesnt allow you to use it if you do not have a contract so about $2000 in equipment I spent was wasted even though they told me when I signed up I could use it without having the service. So now to the current problem. I canceled and had to pay I think $300 to end early. But they kept charging me. I didnt realize it because I had moved and gotten a new house but when I did notice I called and they said it was a mistake and would fix it and provide a refund of $250 for what they already charged me. But then they kept charging me still. Ive called a couple times and they keep saying my account was canceled the wrong way and theyll fix it this time but they dont and each time I spend over an hour on the phone. They also never refunded me the amount they said they would. I was getting daily collection calls until someone finally said they can put me on a do not call list but now Im just getting emails about it so they didnt cancel my account. Id like a refund for the equipment since they were not honest about my ability to use it without a contract but I doubt that will happen so Id settle for the refund for what they charged me after I canceled and for them to actually cancel the account before it goes to collectionsBusiness Response
Date: 04/26/2024
April 26, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21610504
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: 8/14/19
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 Mr. *********** Agreement effective 8/23/23 and provide a refund from that date. ************************ 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:04/22/2024
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 called to cancel my services and they put me through the ringer, I spent 45 minutes on the phone with them and had to go back and forth to cancel. When I finally got them to cancel it they said it would take upwards of a month, that they may still pull the next months payment and that I would have to respond to an email with all the relevant information to cancel. Why does it take 30 days to cancel, why would they continue to pull a payment after I have canceled, it's ridiculous.Business Response
Date: 04/26/2024
April 26, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21610036
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: January 19, 2015
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he called to cancel his account and was told it would take 30 days to cancel and that he will also be charged during those 30 days. ****************** desires a refund.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve his concerns. Vivint agrees to cancel Mr. ******** account and has issued a refund of $64.64 to his **** card ending in 0067. ****************** may contact Vivints representative directly if he has any further 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:04/22/2024
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 purchased a home in 2020 and took over service. Vivant was deceptive in my take over by not informing me I would be locked into a five year contract. I would not have assumed service if ****** had been up front in their business practices. Additionally a few months later I was forced by the company to upgrade the equipment and was not informed of any contract extensions. I also had to pay for the equipment because the company was not supporting the old equipment any more. It was not my choice to upgrade. And i was not given an option from the company. I made an attempt to cancel and was informed of the five year contract. I would just like to cancel this service. I can not afford to pay for it any more. The company is very dishonest.Business Response
Date: 04/26/2024
April 26, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21609139
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 26, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he was not informed he would be locked into a 5-year contract. ****************** states that he was forced to upgrade the equipment and not informed it would extend his term. ****************** states that it was not his choice to upgrade and was not given an option. ***************** states that he attempted to cancel, however, was informed he was in a 5-year contract. ****************** desires to have the monitoring service agreement cancelled without penalty.
Vivints records indicate that NAME signed a Purchase and Services Agreement (Agreement) on June 26, 2020. On April 22, 2024, ****************** called Vivint requesting to cancel the monitoring service as he no longer needed it. ***************** declined all offers made to retain him as a customer. ****************** was informed he would need to buy out the remainder of the Agreement term to cancel.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel with forgiveness the remainder of the Agreement, however, ****************** will remain responsible for any balance remaining on the equipment loan with Citizens.****************** 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 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:04/22/2024
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.
When we signed up for service we were told we had 2 weeks to try the system risk free and we could cancel. We called after 1 week and they are saying we only had 3 days to cancel and now have to pay 6 months of service to get out of the contract. Text message images attached.Business Response
Date: 04/29/2024
March 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: April 14, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ***** and appreciate the opportunity to respond.
In his complaint, Mr. ***** explains that when he signed up, he was told he had 2 weeks to try the system risk free. He further explains that he called after one week to cancel and was told he only had 3 days. Mr. ***** desires a refund.
At this time, Vivint agrees to cancel Mr. *****’s account with a full refund.
Vivint’s record shows that Mr. ***** sent his notice of cancellation on April 26, 2024, and his account is now being processed for cancellation. Mr. ***** may contact (******************* / ###-###-####) directly with any further 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:04/22/2024
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 will not process account cancellation paperwork in order to continue charging customers monthly subscription fees.Business Response
Date: 04/24/2024
April 24, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21608998
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 30, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the monitoring service effective May 19, 2021, and to refund all payments made directly to Vivint from that date forward. ************** 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 LegalCustomer Answer
Date: 04/24/2024
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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