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
- 5,417 total complaints in the last 3 years.
- 915 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:05/11/2023
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 had this company's service for the last 18 months and while the technicians are good, the customer service and policies of this company are the worst I had ever dealt with. Recently my doorbell camera stopped working and after a hour with thir online support trying to troubleshoot, they said they would send a tech out and would waive the $99 tech fee. Yes, that is right in addition to the cost of the equipment and monthly fee, they charge $99 every time a technician has to come fix their unreliable equipment. No one ever came for the tech appointment and when I called I was told that somehow the apointment had been cancelled. I rescheduled the appointment and was then told it would be $99, despite being told days early there would be no fee. I have spent several hours on the phone trying to correct this and they refused my request to speak to a supervisor or manager. They do not provide any contact information to contact them by email and when I asked I was told it doesn't exist and they would have someone call me. I have never done business with a company that does not allow you to speak with a manager or contact customer service. I do not trust this company or their business practices. Now they make you pay $99 a technician visit, or buy a "protection plan" for %99 a year to cover equipment and tech calls. I have ever reason to believe they are intentioanlly causing equipment to stop working in order to make money on tech calls or this protection plan. This company's legalities and business ethics should be looked into.
Business Response
Date: 05/17/2023
May 17, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20048182
Complainant: **** Bear
Vivint Account #: *******
Date of Agreement: October 20, 2021
To Whom It May ***************** have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. **** and a resolution has been agreed upon. At this time, Vivint has agreed to provide a refund of $99.00 as well as one (1) free month of monitoring service with 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 Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am being charged for a security system on a house that I sold 7 months ago.Vivint gives me no choice to cancel unless I pay a balance for a service that I dont have.This is a scam and I have been a customer fir over a decade.I want my balance to zero based in the fact that it IS fraudulent billing.Business Response
Date: 05/17/2023
5/17/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20047908
Complainant: ***************
Vivint Account #: *******
Date of Agreement: 9/5/2020
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 ************ account and waive his past due balance. ********** 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:05/11/2023
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 the home security system put in last Saturday. I called to get some help and decided to cancel their service. The customer service representative refused to let me cancel said she couldnt do it and I had to. I had to hang up the phone for her and she was going to call me back and she never did and by the time that I called them to finish canceling the phone answering service was closed and I stated to her at least three timesBusiness Response
Date: 05/18/2023
May 18, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20045327
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 6, 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, a Vivint representative has been working with ************** regarding his concerns and has been able to have the Right of Rescission period extended to 30-days. Vivint has also scheduled a Smart Home Professional to resolved any equipment issues. ************** 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:05/10/2023
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 became a Vivint customer 3/29/2023. I found out on the install day that I would have to open a line of credit to get the equiptment to have installed. I also had to give them a credit card for automatic payment. None of this was told to me when I called for service. I agreed to get it because I was going out of town and had already cancelled my ring service. A few days after the installation the sensor fell apart. I called and was treated with disrespect with customer service as well as with the tech who did the installation. I had to go out of town for 2 weeks without security for my home. When I returned I was not able to get service until April 19th. The inside camera seems to be refurbished because it looses connection several times a day. It is extremely hard to speak with someone at Vivint. But, i'm believe i am owed a credit and a camera that works 24 hours a day like it should.In my opinion ******* has underhanded practices to get you to sign up for service. Not giving you that information about the service. Like the fact that you have to file for a line of credit and pay for it for 5 years just for their equiptment. Full disclosure should be mandatory! And they have the nerve to ask you to refer customers.Business Response
Date: 05/17/2023
May 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20044865
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: March 29, 2023
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ************** states that her outdoor and indoor
Vivint has sent a technician to Ms. ****** home who has resolved the issues with her cameras. Vivint agrees to give ************** 2 free months of monitoring
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 3/29/23 with an initial term of sixty (60) months. Vivints records indicate that ************** called on 4/1/23 regarding the cameras that were not working a technician was scheduled. On 4/17/23 Vivints records indicate that appointment was scheduled the following day. Vivints records indicate that the technician resolved all the issues with Ms. ****** cameras and they have been working as intended since that time.
A representative from Vivint has reached out to ************** via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and ************** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/10/2023
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 name is *********************** and the Vivint system was installed on April 27, 2023. ***************** (Marketing Director) advised me that I can test the system for 90 days if needed to decide if I liked it. On the morning of April 27, the technician *********************** call to inform me that he was schedule to install my system. The technician install some of the system, but did not install the doorbell camera or any sensors on the door. He stated that he could not install the doorbell camera because of the rain but the sensors will be an additional charge even though this was negotiated in my contract with your marketing Director *****************. He then left without installing sensors . The system could not recognize any of these commands.On Saturday, April 29th, he returned to install the doorbell, but he learned my ADT sensors in Vivint system. The alarm panel was off-line constantly, and it was not working.On May 3rd, they dispatch another technician, ****, who install sensors. Two hours after **** left it stated that my garage door was open when it was not. I have had more than 10 separate issues with panel rebooting off-line and multiple devices not working like they should.On May 10, There were 6 false alarm in a 10 minute period. Again it stated that my back my garage door was open when it was not. I was unable to leave my home for more than 45 minutes or arm my home. because of the constant false alarm that I had to disarm. I have been with ADT for 11 years with no issue. The reason for moving to Vivint was her peace of mind. My anxiety, constant worry and blood pressure is up because this has caused more panic, sleepless night than anything else.I am asking for a cancellation as soon as possible without any buy out option. I need to now get a system that works to protect me and my family.I was told my only option was a now buy out a system that I am unable to afford. Please assist me with this issue.*******,*********************** (Miss)Business Response
Date: 05/16/2023
5/16/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20044386
Complainant: Jurmeine *******
Vivint Account #: *******
Date of Agreement: 4/27/2023
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 sent a technician to ****************** home after which ****************** reported his system is working well. If ****************** has any additional issues, ****************** should contact the same representative and his case will be reopened. ****************** 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:05/10/2023
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 had problems with this system from almost the start. The door sensors fell out of two doors and we could not get them to stay in place. Vivint replaced the door sensors but you cannot install the **************, the system will not recognize anything new without calling and spending an hour on the phone and having them do something on their end. The sensors dont work properly, they do not recognize that the door is closed sometimes. The cameras go offline randomly frequently. The door lock doesnt recognize that it is locked. The part that records stuff quit working at least Six months ago maybe longer. We have been trying to return the equipment and cancel the service but they will not take the equipment back and cancel. I am fed up with it. The equipment is c*** It isnt like is advertised saying you can add stuff whenever because you cant get the system to recognize new stuff without calling and having them do something. I just want out and they will not let ** out. I want to return the equipment and cancel the loan and monitoring service.Business Response
Date: 05/16/2023
May 16, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20042701
Complainant: *******************
Vivint Account #: *******
Date of Agreement: June 15, 2021
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In her complaint, ************ explains that they have had issues with the system since it was installed. She further explains that the smart drive quit working about 6 months ago and they have been trying to return their equipment and cancel their service.
A legal representative from Vivint has recently contacted ************ to assist in resolving her equipment issues.
Vivints records show that *********************** signed a **************** Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $46.96, and total equipment fee of $3,801.00 that was financed through Citizens One, plus any applicable taxes, during that term.
Vivints records further show that ************ first contacted Vivint of her equipment concerns on July 4, 2021, and over the phone technical support was offered to resolve her concerns. Mr. ***** ************ subsequently contacted Vivint and over the phone technical support was offered to resolve their concerns.
Cancellation of Mr. ***** Agreement without penalty is not warranted at this time. However, Vivint approves a free in-home technician visit. Should they wish to cancel the Agreement prematurely, ************ may contact Vivints *************************** at **************.
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:05/10/2023
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 had Vivint for about 2 years now, about a month ago while I was out of town the alarm was triggered about 3 times causing the police department to come out. My husband first contacted the company, and they troubleshoot with him and explained that the front motion is being triggered and they did not know why. After that interaction, the Alarm went off again and the police charges ** this time because there was nothing wrong.I called the company and to my biggest surprise, I was informed that the motion detector that is being triggered is from our previous security company ADT because they did not change it to save money. I immediately inquired as to why I was not told this prior to accepting their service and this can put my family in serious jeopardy the representative transferred me to their retention /escalation department at which that person stated he understood but I will have to pay to replace it and they can give me 25% off.I pay a lot of money to Vivint for services, and they are choosing not to change and put their own system/product I paid for in place. Now, they took off the monitor so if anyone breaks into my home the police cannot be alerted. This is unacceptable and should be corrected before something serious happened. This company needs to take ownership and replace or put in place the correct equipment that is compatible with the company 's and security systems I am paying them monthly for.Business Response
Date: 05/17/2023
May 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20042486
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 25, 2020
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she has been with vivint for 2 years and just found out that she does not have a Vivint motion sensor. She was told she has to buy it if she wants it replaced.
Vivint agrees to discount the sensor 50% to $50 each.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 5/25/20 with an initial term of sixty (60) months and a total equipment price of $853.99. Vivints records indicate that **************** signed the Schedule of Equipment and Services on 5/25/20 in which she verified that she purchased a bundle which included a glass break, panel and doorbell camera. Vivints records indicate that **************** did not purchas a Vivint motion detector.
A representative from Vivint has reached out to **************** via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and **************** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/09/2023
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.
Called Vivint customer service to cancel service on ******. Was told to email ********************************** Provided information requested by agent in email on 1-6-23 at 12:50pm. Continued to be charged for service we are no longer using. Agent said that could happen but disregard. Called vivint again on March 31st asking them to discontinue sending me paper bills and text messages about my bill as I have canceled service on 1-6-23.New agent had me send cancellation info again to ******************************************* Did as instructed. Explained I would not be paying any charges as I had cancelled and stopped using service on 1-6-23.Received a letter in mail today asking for payment of $169 or they would be sending to collections, This is absolute nonsense. I provided info they asked for on both occasions. Please help.Business Response
Date: 05/16/2023
May 16, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20040179
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 29, 2013
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
** his complaint, ************** states that he contacted Vivint on January 6, 2023 to cancel his account. He states that he also provided the requested email for cancellation. ************** states that he has continued to be charged for services he was no longer using. He states he was told to disregard the charges. ************** states March 31st he was instructed to send the cancellation request again. He states that he has now received a request for payment of $169 or he will be sent to collections. ************* desires a billing adjustment.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has cancelled the account effective January 6, 2023. The balance due of $168.56 has been cleared.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on June 29, 2023. Records indicate that on January 6,2023 ************** requested cancellation due to system issues. March 31, 2023 ************* again requested the cancellation of the account stating he had sent the required Notice of cancellation in January.
With the listed information Vivint has provided a backdated cancellation and cleared the past due balance. ************** 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:05/09/2023
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 sold vivint service via a door to door ********* the service for a little over a year, no complaints.Then we moved.Called up vivint to inform them of the move and that we wouldn't need service at the new house as it was already wired with another provider. Tried to cancel the service. This was July 2021 It is now May of 2023 and I am still paying. I have spent countless hours on the line trying to cancel the service. They won't cancel until the equipment is paid off, and I have no issue paying off the equipment but I am not going to keep paying for a service I cannot use while I do so. The amount of time spent on calls, money drafted from our account, and overall headaches is more than equivalent to their outlay.I don't want a refund, I just want to be done, with no more money or time spent.Business Response
Date: 05/15/2023
May 15, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20039944
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: February 22, 2021
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 phone to resolve his concerns. **************** may contact ********************************** / ************) directly to reach a resolution 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:05/09/2023
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 had a representative come to our home on 5/8/2023. They sold ** a whole package deal. They had technicians "on stand by" ready to install. This should have been my first red flag. They had several people in and out of my home, many of which I had no idea who they were or where they came from. The technician was installing the garage door portion of the system and did something wrong. He ended ** arching something ** the system and wound up incapacitating my entire garage system and stated they had to call an electrician over to fix it. This whole thing left a bad taste in my mouth, and this was just on install. I can't fathom what else will go wrong just with service in general. I will be calling to cancel during my 30-day trial period.Business Response
Date: 05/16/2023
May 1, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20039809
Complainant: ****** Haefele
Vivint Account #: *******
Date of Agreement: 5/8/23
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 technician to evaluate the equipment and damage and to resolve all issues. ****************** 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 Legal
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