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
- 8,562 total complaints in the last 3 years.
- 3,056 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:09/17/2025
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 been using Vivint since we moved into our home in 2014. Our service was never fully working at all times. When I’ve tried to contact Vivint about fixing our monitor because it kept malfunctioning they always told me that they cannot send someone out to fix it. They always told me that I have to fix it. They tried walking me through but it never was fixed. I pay them almost $70 per month for service and they have never once tried to fix the issue. Now they are telling me that I am past due on my account over $200. I just received a bill a few days ago and it’s only for $152. When I asked why my balance wasn’t in full in the bill they said they were sure. So I asked them to give me my account information so I can go to the app to look my bill over and they said that they weren’t able to do that. They couldn’t see my profile from their side. When I said I wish to cancel my service they said I couldn’t do that as well. They said that I’m not authorized to do that. My name is on each bill, they verify all the info with me (my name) when I call so this doesn’t make sense. I just want out of this service. And my bill to be explained to me.
Business Response
Date: 09/18/2025
To Whom It May Concern:?
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond. ?
In the complaint, Mr. ***** has requested to cancel the account due to a billing issue.
Vivint’s records show the card on file is returning an error when attempting to process the monthly automatic payment.
A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer clartiy on the account, pending account verification and acceptance by Mr. *****.?
To resolve this matter, Mr. ***** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ***** may contact Vivint’s 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/17/2025
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.
On 6/18/25, I agreed to upgrade my security, being told that all my issues are due to my system being outdated. I didn't hear when will my installment will happened until I call and was scheduled for 8/14/25. On the 16th I was having issues with the feed I was connected to ***** who after doing the troubleshooting, sending me a link so that I can upload pictures for the Engineering Department to look into. She gave me a 3-month free trial on DVR playback, because now after having the Space Monkey it was discontinued as well. Well, I was looking at my statement online and reading it I looks as if I was being charged for it, so I hit the button to stop it. I called the next morning and after several reps I was told that I was actually getting credit, but because I stopped it I can't it back until the next billing cycle as of today still trying to see what's going on I ask for management on several occasions no one comes on the phone, but they give me a $15 credit(as if they are throwing a dog a bone). I have all of my phone calls recorded. The rep I talked to on 9/15/25 and he supposedly started it back I told him just say I have to pay for it no problem $6.99 a month plus .77 taxes he said for me to wait 35 to 40 minutes nothing. So, after an hour I called and a rep said she I see you have called many, many times about this issue and that she will call me not to call them because after her investigation the button isn't showing for her to engage playback. but no one is able to do anything. Today a rep through chat wanted me to pay $199 lifetime fee I ended the chat. No management is helping; you have to repeat your information and issues even when you have already verified your information when you call or chat for each rep because you are consistently being transferred This is ridiculous, I need help. This is just the short version of my issues they always want to sell you something or send a referral code before you end the phone call or fixed issue.Business Response
Date: 09/23/2025
Vivint Account #: ********
Case #: *********
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In the complaint, Ms. ***** has requested the repair of her DVR playback feature due to it not working after charges were made and it was turned off. Since this time, Ms. ***** has been unable to rewind her footage, and no resolution has been made despite multiple phone calls.
A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to apply the 24/7 Edge Playback DVR at no cost and one month of Vivint's monthly monitoring to Ms. *****'s account. A Vivint representative will follow up with Ms. ***** once the feature has been applied.
Ms. ***** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23898236, and find that this resolution is satisfactory to me.
Sincerely,
********** *****Initial Complaint
Date:09/17/2025
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.
Vivint scammed me for two years where they would not let me cancel my services after paying off the equipment. I was laid off and unable to pay financially where I communicated that with the company for them to falsely tell me I was in a contract that could not be cancelled. This resulted in $50 taken out of my account for almost 2 years. I attempted to cancel again where they told me I could pay a balance to get out early which I could not afford. I decided to wait the remaining couple months hoping it would end. It did not. Calling back the company, I was informed I could cancel through email the entire time and they had no record of me wanting to cancel despite multiple attempts. I was informed I was not in a contract and there was no such thing as an account balance. I was paying month to month service fee. I was scammed for nearly two years this monthly bill with no service even hooked up. It was an insane nightmare.Business Response
Date: 09/19/2025
Vivint Account #: *******
Case #: 174764229
To Whom It May Concern:?
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond. ?
In the complaint, Ms. ****** has requested cancellation and a refund due to attempting to cancel and has been charged for two years. Upon another attempt to cancel, the account remained active.
Vivints records show there was a cancellation delay upon receipt of a Notice of Cancellation (NOC) in July of 2025. A Vivint Representative has communicated with Ms. ******* and the account has been cancelled. Any applicable refunds have been processed.
A Vivint representative has attempted to reach Ms. ****** to assist with this matter via phone and email. After reviewing the account, ********************** is prepared to provide further information about Ms. ************** account, pending account verification and acceptance by Ms. *********** style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks; background-color: rgb(243, 243, 243);">
To resolve this matter, Ms. ****** may contact Vivints representative to proceed with the proposed resolution. Ms. ****** may contact Vivints representative with any questions or concerns she may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: ********************************?or fax number: *************** ********************** Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/16/2025
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.
For the past three months, the sensors in my residence have been non-functional. I have also been informed that the FBI is currently investigating my account, resulting in the removal of my insurance coverage. Each time I reach out to Vivint, I encounter representatives who exhibit rudeness. They have falsely claimed that I opted to remove the insurance and that I expressed disinterest in the trinket shoot. I am deeply disappointed by the persistent disrespect I receive from the representatives, which I find to be unjust. I continue to pay for a service that I am unable to utilize. Furthermore, it has come to my attention that my phone number associated with Vivint is being spoofed by an individual named ********* ****** from Willis, Texas. I kindly request assistance in addressing these issues.Business Response
Date: 09/23/2025
Vivint Account #: *******
Case #: *********
To Whom It May Concern:?
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In the complaint, Ms. ***** has requested assistance with her account due to the removal of an insurance plan, reported hacking, and the inability to use her system despite paying for services.
Vivint's records show that the sensor batteries are low and require changing. We are unable to send technicians out without a fee due to our sensors are shippable devices.
Additionally, the Vivint Protection Plan is provided through NRG and does have certain requirements in order to remain active. When an account becomes restricted, unfortunately it is no longer eligible for the protection plan.
A Vivint representative has attempted to reach Ms. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer further information about Ms. *****'s account, assistance with troubleshooting sensors over the phone, and credit the account to assist with purchasing batteries. Alternatively, records show that a previous offer to forgive the remainder of the monitoring service agreement was made in November 2024, however, Ms. ***** would remain responsible for any balance remaining with your Citizens Line of Credit. Vivint is prepared to move forward with this resolution as well, pending account verification and acceptance by Ms. *****.?
To resolve this matter, Ms. ***** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ***** may contact Vivint’s representative with any questions or concerns she may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/16/2025
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 monitoring services today. The agent refused to cancel my service because he states that Im still under contract. Vivint never gave me any free equipment and I was never under a contract in exchange for services. I financed my equipment from a third party vendor and that has been paid in full for two years now. Also, they equipment was purchased in 2021 or 2022 which well over any normal contract of 2 years. Im filing this complaint because I want them to stop stealing money from my account. I also asked to speak with a manager and he refused to get a manager on the line in a timely manner.Business Response
Date: 09/19/2025
Vivint Account #: *********
Case #: CA-174776401
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** has requested cancellation of her Vivint services, citing that her Fortiva line of credit has been paid in full.
Vivints records indicate that on May 8, 2021, Ms. ****** signed both a Vivint monitoring service agreement and a Fortiva equipment financing agreement, each with a 60-month term. A copy of the terms of agreement will be sent to Ms. ****** for her review.
A Vivint representative has attempted to reach Ms. ****** via phone and email to assist with this matter. After reviewing the account, ********************** is prepared to proceed with cancellation once Ms. ****** verifies that the Fortiva line of credit has been paid off. This can be confirmed by submitting either:
1-A Fortiva payoff confirmation number, or
2-A ************ statement showing a zero balance.
Upon verification, Vivint will proceed with cancellation and offer to split the early termination fee of $164.99 as part of the resolution, pending Ms. ******* acceptance.
Ms. ****** may contact Vivints representative with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: ********************************?, or fax number: **************, ********************** Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/16/2025
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 entered into a contract June 2023 for a system. I did not realize at the time I was paying for equipment too so when my divorce was final I tried to cancel it and was told I could not. I am moving to a small apartment due to financial and emotional abuse and cannot take my equipment with me. I just want to get out. I was also told that I could get a buyout to xfinity for switching but i never received anything. I don't need a refund, I just want to stop paying on the equipment and give it back to them. Minimum I need out of my contract and the agents never cancel it - they just keep offering to defer it for 6 months, which will not help me in this new apartment. I do not want to declare bankruptcy just for a security system - but then they won't get anything. I am hoping that we can get some kind of agreement. Ive been trying for months. Latest call was today 9/16/25Business Response
Date: 09/22/2025
Vivint Account #: *******
Case #: *********
???????
To Whom It May Concern:?
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond. ?
In the complaint, Ms. ****** has requested the cancellation of her account due to not being aware of the equipment cost at the point of signing, and is going through an emotionally abusive divorce.
Vivint’s records show Ms. ****** acknowledged and confirmed the equipment loan and amount with Citizens in her Pre-Install Survey.
A Vivint representative has attempted to reach Ms. ****** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer the following options: 1). Assistance with setting Ms. ****** up with a new system in her new home, 2). Her cancellation option of the buyout promise, in which if she pays the loan with Citizens off, she can cancel with no cancellation fees, 3). After learning of Ms. ******'s experience, Vivint's representative is willing to put $250 towards the Buyout50 cancellation option. This option would keep Ms. ****** responsible for her loan, but she could pay half of the remaining monitoring fees to cancel the contract. With the $250 subtracted, it would be $445.31, 4). If Ms. ****** can provide the documents previously requested by the Exceptions Review team, such as Bankruptcy documents or a restraining order, we can review them and offer more options for cancellation. These options are pending account verification and acceptance by Ms. ******.?
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ****** may contact Vivint’s representative with any questions or concerns she may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/16/2025
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 made changes to my plan and a contract that was signed into place over a year ago, without my consent. I have called and emailed several times and have not gotten any response. They have been overcharging me for several months now for my services and I have requested cancellation of my services with no penalty, due to a breach of contract, as well as a refund on the overpayments that have been made, but no response from the company at all. I have filed claims with my bank as well.Business Response
Date: 09/17/2025
To Whom It May Concern:?
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond. ?
In the complaint, Ms. ***** has requested a billing adjustment and the cancel the account due to no longer wanting the services.
Vivint’s records show Ms. ***** is being charged for the Vivint Playback DVR. It's a recurring service see of $6.99 and it was added on 4/27/24 as a free three month trial period.
A Vivint representative has attempted to reach Ms. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer to clarity on the account, pending account verification and acceptance by Ms. *****.?
To resolve this matter, Ms. ***** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ***** may contact Vivint’s 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/16/2025
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 with another Security company and I decided to switch with Vivint I told the salesman before I switched I wanted a camera of the carport and I would switch over to the company. He said that’s fine. Ileft for work came back the next day. There was no camera. I called Vivint and told them what happened. They said that they would send somebody there to take care of it that it would add $15 extra to my account on 915 2025 I noticed didn’t have taken out $789 from my checking account without authorization without permission or anything. I called them and asked them what was going on. They said that Fortiva would not credit or carry that credit, I told them that that was on them they put the camera up prematurely and they had no right to pull that money out of my account I believe that that is a mistake and they should eat that cost, but I’m not paying for nothing. I told them to come get the camera, butI will not be responsible for it.Business Response
Date: 09/19/2025
Vivint Account #: ********
Case #: *********?
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond. ?
In the complaint, Mr. ******* has requested a refund for the equipment installed due to installation of the equipment was supposed to go to the line of credit, however he was subsequently charged for it instead because the line of credit was not enough.
Vivint's records show that a work order has been scheduled to downgrade the equipment, and a refund has been issued.
A Vivint representative has attempted to reach Mr. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to credit the balance on Mr. *******'s account for the equipment and cancel the work order in order for him to keep the equipment and keep the account current, pending account verification and acceptance by Mr. *******.?
To resolve this matter, Mr. ******* may contact Vivint’s representative to proceed with the proposed resolution. Mr. ******* may contact Vivint’s 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 09/22/2025
1. They have not attempted to contact me I have had my phone on me at all times for the past 4 days. I have had one call that I answered and got complete silence that was it. I don't know what number they called but it definitely wasn't mine or my wife's, I also responded to their email that day and haven't heard anything from them even after giving them my phone number again
2 I don't believe I should have to downgrade my equipment when it was their screwup .
3. they told me in fact it was the reason that I filed this complaint is because they said that I wasn't going to get my refund til they got their equipment.
4. they should not have and had no authorization to pull that kind of Money out of my account.
I believe they should have chalked it up to a loss and punished the employee that gave the go ahead to install the equipment prior to getting the funding taken care of rather than punish me the consumer.
Complaint: 23892390
I am rejecting this response because:
Sincerely,
***** *******Business Response
Date: 09/23/2025
Vivint Account #: ********
Case #: *********?
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
In the rebuttal, Mr. ******* states that Vivint should remain responsible for the equipment as he did not authorize the overcharges to charge his card. Additionally, the camera should have been installed when requested and he does not believe a downgrade is warranted as it was a mistake on Vivint's part.
Mr. ******* states he did not receive a call from a Vivint representative.
Vivint's records show that Mr. *******'s account was set to autopay. Due to the over charges being invoiced to his account, the autopay system charged his card.
A Vivint representative has reached out to Mr. ******* and a resolution has been agreed upon. At this time, Vivint has agreed to credit the account $789.61 in goodwill. This amount will cover the equipment and allow Mr. ******* to keep the equipment as well as one month of Vivint's monthly monitoring. This results in keeping Mr. *******'s account current. Vivint has also agreed to cancel the appointment for the equipment downgrade.
Mr. ******* may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23892390, and find that this resolution is satisfactory to me.
Sincerely,
***** *******Initial Complaint
Date:09/16/2025
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 September 10, 2025, Vivint technicians installed **pre-existing equipment** at my new residence—equipment that is still under financing. This was done without proper disclosure or consent regarding the financing status. Also, all the equipment that has been installed I believe is was pre existing, I should not pay or finance equipment that is used.
Since installation, the **door lock has been malfunctioning**, unlocking on its own, which poses a serious safety concern. Additionally, the lock was installed with **low battery life**, further compromising its reliability. The automation is faulty. Causing security breach and breach of contract.
I have contacted Vivint **multiple times**, speaking with numerous representatives and requesting escalation to supervisors. Instead of receiving support, I have been repeatedly transferred between departments with **no resolution** provided. This lack of accountability and urgency is unacceptable, especially for a company that provides home security services.Business Response
Date: 09/18/2025
Vivint Account #: S-********
Case #: CA-*********
To Whom It May Concern,
I 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 scheduled a visit from a Smart Home Professional to diagnose the system, ensure optimal performance, and install a new Door Lock and Outdoor Camera.
Vivint is committed to resolving the matter to her satisfaction.
Ms. ***** may contact Vivint’s representative directly if she has any further questions or concerns regarding this issue.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/16/2025
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 August 27, 2025, a company representative came to my home and offered to add additional equipment to my existing plan. I was told my monthly payments would decrease due to a discount for adding new services that were not available during my initial agreement.
Instead, I was set up with two unauthorized accounts, leaving me with four open accounts under my name. I never requested nor authorized these additional accounts. Since then, I have made repeated attempts to cancel the unauthorized accounts. Each time, I have been informed that no “second account” exists.
Despite this, the company continues to withdraw automatic payments monthly. When I requested escalation to a supervisor, my requests were denied. Most recently, I was told that I could not cancel my original account either, leaving me with no resolution or control over the situation.
This constitutes:
Unauthorized creation of multiple accounts.
Misrepresentation and false advertising by a company representative.
Improper billing practices through unauthorized and ongoing withdrawals.
Resolution Requested:
Immediate closure of all unauthorized accounts.
Written confirmation of all active accounts under my name.
A full refund of charges billed to unauthorized accounts.
The option to cancel my original account without penalty, should I choose.
I am requesting BBB assistance to resolve this matter, as the company has been unresponsive and continues to bill me for services I did not authorize.Business Response
Date: 09/17/2025
To Whom It May Concern:
I 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 will proceed with scheduling a technician to remove the upgraded equipment, submit an equipment downgrade request, and process the refund for the line of credit. Ms. ****** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
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