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
- 8,367 total complaints in the last 3 years.
- 2,969 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:03/28/2024
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 has been advised to no call or contact me anymore. I have asked in multiple emails and phone calls to send me a final bill and they refuse to do so. I have since had to block them from making unauthorized charges on my bank account and have instructed them to send me everything in writing to a forwarding address... The still continue to ignore this and email me. This is now boarding on criminal harassment.
Business Response
Date: 04/03/2024
April 3, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21499124
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: November 11, 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 the remaining Vivint monitoring contract without further penalty. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/28/2024
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 Saturday, March 2, 2024, a Vivint sales person sold me a security system staying that I would have 30 days no risk to try it out. He stated that if I had any issues at all to contact him and he would make things right. On March 18, 2024 I expressed interest to return the system as it was still within the 30 day window and on March 19, 2024 was told that a tech would reach out to me. On March 24, 2024, I requested to know the process to return the equipment and cancel service. I received no response. I sent a text on the March 26 and 27, 2024 and followed up with a phone call to the sales person with no response. I contacted Vivint customer service and was informed that there were no notes in my account and the sales person was going to have to respond in order for the return to be honored. I have not been able to get the sales person to respond and time is quickly passing to close this out.Business Response
Date: 04/03/2024
April 3, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21497811
Complainant: *********************
Vivint Account #: ********
Date of Agreement: 3/3/24
To Whom It May *********************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel his service and loan once the equipment has been removed from his home. **************** 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:03/27/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to cancel Vivint security system since August of 2021. (My fault) I missed a message about my control panel that needed upgraded. If it wasn’t upgraded by August 21 I was to pay around 600 dollars to get it fixed. As I said I missed the deadline. Once the panel was inoperative I did not have security in my home. However, I continued to be billed for a service that I was not receiving. I spent countless hours on the phone and was told I have to cancel via an email. This seemed absurd to me so I held my ground and refused because I believed that a verbal held more weight than an email. Especially since they confirm my credentials every time I called. I called back many time more trying to cancel the account. I finally spoke with someone (not sure who I spoke with because I didn’t take notes) and she said she would cancel my service and reimburse me for the time I paid without service. Still nothing happened and I kept being billed. Finally I sent an email in Oct of 23. I received a text saying that I could get service back and not need to fix my panel and that they would upgrade for free. They said I would not be held to a contract and the price would be at a fraction of what I was paying. I did agree to those terms. However after that text nobody ever returned my message and I kept being billed without any service. Finally in January of 24 I sent another cancellation notice. I was contacted and settled my final bill. Fast forward to March I have still been being billed. At this point I have spent over 1500 dollars for a service that I have not received which I believe is fraud but I will admit some is my fault. I am actively trying to cancel but every time, I spent a lot of time on the phone and nobody can help. At this point I don’t mind eating all the money. I don’t want too but I just want someone who can get my account cancelled. I am currently in the phone right now and have been for almost an hour trying to cancel.Business Response
Date: 04/03/2024
4/3/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: 2/27/2015
To Whom It May Concern:
I have reviewed the information provided
by Mr. ***** and
appreciate the opportunity to respond.
In his complaint, Mr. ***** explains he
has experienced trouble with cancelling his account. Mr. ***** requests
cancellation.
Vivint’s records show that Mr. *****’s
account has been cancelled.
It should be noted that according to Mr.
*****’s contract, a 30-day written Notice of Cancellation is required upon
cancellation. Vivint received Mr. *****’s Notice of Cancellation in October of
2023. To further assist Mr. *****, Vivint has refunded payments made since October
of 2023 in the amount of $104.74.
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: 04/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:03/27/2024
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.
July 2023, I called into Vivint because my service didn’t work. I had already paid the equipment off and it was mine, but I allowed myself to be talked into paying for an upgrade to my Vivint control panel and a new doorbell camera; they didn’t work. I reached out to the person that sold the equipment to me and received no answer or call back. I had to request at least four techs to come out in as many months (which meant I had to take time off from work to be home). I spent countless hours on the phone with Vivint trying to fix the cameras, fix why the system stalled and wouldn’t play back videos and why my door wouldn't lock (all which required new equipment again). I called Vivint several times from July until February and got to the point where I couldn’t waste the time anymore; so, I stopped calling every other week. In January, I decided to call Billing to let them know I wanted to cancel service. Carmen told me she couldn’t hear me and would call me back…I never received a call. I called again to Billing in February, spoke to four different people to cancel service and told them I needed to return their door camera and panel; Logan hung up on me and never called back. There was no resolution, but my service was cancelled; so, I figured the last person put it through even though he disconnected the call. It turns out they turned my account over to collections.
In the beginning, I was told that I would be charged $235/month for five months to pay for the equipment. Vivint took $62.13 in July, and in October, took $861.25 dollars from my account at one time, then took $67.13. My bank couldn't do anything because it was by debit, but Vivint returned $861.25 and re-set up the installments. My bank advised me to change my method of payment; I had Vivint delete my card, change my method of payment, and use my checking account and routing number for the monthly payments. I don't show any other withdrawals, but they are now saying I owe $1800; I completely disagree.Business Response
Date: 04/02/2024
4/2/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: 4/14/2018
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 close Ms. Barlett’s account with collections. 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 LegalInitial Complaint
Date:03/27/2024
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 asked to be put on deferment in december due to moving. I was told I have 1 year to start again and I will not be changed during that time. It's been about 3 months and I got a bill in the mail for service fees and new monthly charges. I should not be getting charged for services I requested to be shut off.Business Response
Date: 04/03/2024
April 3, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21496051
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: September 12, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she requested to be placed on a deferment due to moving. She states she was told she had one (1) year, and she would not be charged during that time. ****************** states it has only been three (3) months and she received a bill for monthly charges. ****************** desires a billing adjustment.
A Vivint representative has attempted to contact ****************** in efforts to resolve this matter. Vivint has explained the charges to ****************** as well as how the deferment process works. Vivint has cleared the balance due of $89.14. ****************** will remain responsible for any charges from this point forward.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on September 12, 2020. On October 4, 2023, ****************** requested the cancellation of her account due to moving. On March 27, 2024, ****************** requested the cancellation of her account. *********************** records show Ms. ********** not follow proper cancellation procedures. ****************** accepted a twelve (12) month deferment.
With the provided information Vivint has provided the resolution as listed above. ****************** 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:03/27/2024
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.
Vivint makes cancellation nearly impossible. I had emailed in December that I wanted to cancel my account which was no longer in contract. I received no response. When calling to cancel my account, I was placed on hold for 2 hours, transfered to 5 different people, placed on hold again for 45 minutes and then told an email would be sent to me with the cancellation packet.
The email was not sent.
I had to call again for the packet and similar situation on the phone happened but ended up with the email and documents that I needed to send by USPS mail back to them. January, February and March I sent in this filled in packet to their address on the packet.
No response yet. They still had not cancelled. They call me every day and text me, at all hours.
Their equipment would break the day after they serviced it. Impossible to try to get the service guy back for weeks. Terrible service, terrible company.Business Response
Date: 04/04/2024
April 3, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: 6/8/22
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** ***** and appreciate the opportunity to respond.
In his complaint, Ms. ***** states that she emailed in Dec that she wanted to cancel. She claims she had to send a packet by USPS to Vivint She claims she sent he packet in Jan, Feb and Mar and never received a response and her account remains active
Vivint agrees to remove Ms. *****’s account from the outside collection agency. She has no further obligation to Vivint.
Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on 6/8/22 with an initial term of thirteen (13) months. Vivint’s records indicate that Ms. ***** called regarding cancellation one time on 10/26/23. On that call she was offered and accepted a lower monthly rate and made a payment for the month and a written notice of cancellation was not submitted to Vivint.
Vivint's records further indicate that Ms. ***** did not make any payments after 10/26/23. Ms. *****’s notified in Nov, Dec, Jan, Feb and Mar that her account was past due. Vivint's records indicate that Ms. *****’s app was suspended on 2/5/24 due to her account being 90+ days in arrears. Vivint's records indicate that Ms. *****’s account was sent to an outside collection agency due to nonpayment on 3/27/24.
A representative from Vivint has reached out to Ms. ***** in an effort to resolve this matter. Despite the information stated above, Vivint has agreed to the resolution and Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *****Initial Complaint
Date:03/27/2024
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.
Put all this information in the "Desired Resolution Explanation" box. Sorry.Business Response
Date: 04/03/2024
April 3, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: ********
Date of Agreement: February 24, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. **** ******** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to Mr. ******** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, Mr. ******** is encouraged to reach out directly to (******************* / ###-###-####).
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: 04/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ********Initial Complaint
Date:03/27/2024
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.
Vivint has over the years tried to add random charges to my account. In February of 2024 the company charged me for an emergency dispatch (which never came out to the house) of $44. I called and they said they would take the charge off. When I looked the next day the charge was no longer on my account. Then on the next billing cycle the charge showed up again with a late fee. When I told them that I already called and disputed that they are mentioning that I should have wrote an email to the correct agency which this not the case before. When they told me I needed to send an email, I informed them that this was not acceptable because I already called and was told they would handle the charges and no one informed me of a email to send. I feel unsafe in the fact that they keep telling me I’m being charged a dispatch fee with no police an actually coming out to my property.Business Response
Date: 04/02/2024
April 2, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: July 2, 2020
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ****** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ****** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, Ms. ****** is encouraged to reach out directly to Vivint’s representative.
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:03/27/2024
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 asked by calling vivint to stop my service and they are playing games refusing to stop it.. my account number *******..Business Response
Date: 04/02/2024
April 2, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: August 1, 2016
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 he called Vivint to stop his services, but his account is still active.
At this time, Vivint agrees to cancel Mr. ****’s account.
Vivint’s records show that Mr. **** signed an Agreement in which he agreed that service would continue month to month after the initial term of forty-eight (48) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A written notice of cancellation was provided by Mr. **** on March 26, 2024, and his account was being processed for cancellation.
Despite the validity of this Agreement, Vivint agrees to the above resolution and Mr. **** has no further obligations to Vivint.
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:03/27/2024
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.
When I signed up for the Vivint alarm system, I specifically told my sale rep that I did not want to sign up for a long-term contract. He said it would be month to month since I would be paying off for the product, but they had to initially signed me up with Citizens for the loan, and to just pay it off with Citizens (company they used to finance the equipment). I paid off the equipment within a month of installation. When the tech showed up to install my equipment, he again stated that this was a long-term contract. I told him that I would be selling my home within a year and would not be signing a long-term contract. Tech specified that he couldn't change it because he was working from a tablet and to call customer service after the installation. I called customer service and they said that if I moved and left equipment. I explained that once this equipment is installed on a house I cannot take it with me as it's considered a fixture, the customer service agent said that obviously if I moved and could not take the equipment with me that the contract would be invalid at that point. In good faith, I started my service with them. Fast forward to my house sale (alarm system stayed with home since it's considered a fixture), and Vivint is saying that I'm still under contract with them and need to install a new system (they offered to pay for it due to the confusion) at my temporary home. I am being forced to install a system or pay what the remaining time for a long-term contract that I specifically was told would end if I moved. In addition, they want me to cancel the existing service at the temporary home and come an install their system. What happens a year later when I move to my home that is being built. Are they going to force me to once again install yet another system with them. This is completely absurd and deceptive practices. No other utility and/or service company forces you to a contract that was specific for a home.Business Response
Date: 04/03/2024
4/3/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: 1/17/2023
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 her account without penalty. Ms. ******* has no further obligation to Vivint. Ms. ******* may
contact Vivint’s representative directly if she has any questions or concerns
regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/03/2024
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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