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:09/16/2025
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 moved in August of 2025. I had Vivint in my old house with paid off equipment and no contract. I chose adt for my new house. Vivint attempted to use sales tactics to upsell me and keep with Vivint to which I ultimately decided to cancel my services. Vivint did not adequately explain to me the cancellation process and rather aggressively attempted to keep me obligated to their services. I was unaware my services were still active as I receive many spam texts and calls. In August I noticed a message stating I had a low battery on my Vivint device and I called in to inquire. This is when I realized my service was ongoing and I was being accumulated many months of charges as they do not put a stop to accumulation of months as most companies do. Most companies will let something lapse a month or so and stop services and charges. This is not the case with Vivint apparently even when not in contract. After speaking with the reps I was told that because I didn’t follow proper cancellation procedure (of which I was ill informed and the responsibility of VIVINT to educate the consumer on) I was told that I would have to pay all the months leading to August to cancel my services or continue accumulating fees. I requested a stop immediately and they again said they could not stop or cancel my services until I pay the back dated payments. I offered to pay one month of services in exchange for the cancellation and Vivint has refused the settlement. They instead continue to rack up monthly fees putting me further in debt with them. I am requesting that Vivint adjust the bill to the one month of service I have offered and then allow me to cancel services. I am also requesting no further contact from Vivint for sales.
Business Response
Date: 09/05/2025
The concern appears to be related to Vivint. Can we please have confirmation that this is related to ADT or Vivint?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.
In her complaint, Ms. ******* requested a billing adjustment due to a past-due balance that is preventing the cancellation of her account. Vivint’s records show that Ms. ******* requested cancellation on August 18, 2025, but was unable to proceed due to a past-due balance of $225.09.
A Vivint representative has attempted to contact Ms. ******* via phone and email to assist with this matter. After reviewing the account, Vivint is prepared to proceed with cancellation of services and to split the past-due balance, with Ms. ******* responsible for $112.55 and Vivint covering the remaining $112.55, in an effort to resolve this matter amicably. This resolution is pending account verification and acceptance by Ms. *******.
To resolve this matter, Ms. ******* may contact the Vivint representative directly. She is also welcome to reach out with any questions or concerns.
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: 09/23/2025
Complaint: 23839936
I am rejecting this response because:as per my complaint I believe I only owe one month of services for my final month at my prior residence when I contacted to cancel my acct. The amount proposed for payment is more than one month of services.
Sincerely,
******* *******Business Response
Date: 09/24/2025
Vivint Account #: S-*******
Case #: CA-*********
To Whom It May Concern,
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In the spirit of reaching a final resolution, Vivint has agreed to cancel the account and cover the past due balance of $225.09. 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/25/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23839936, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:09/15/2025
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.
A sales person for Vivint Home Security came around to our home on June 3, 2025 attempting to sell us a new security system. The cameras were installed on June 4, 2025. While filling out our information the sales person asked for a social security number. When asked why he said they needed to run a soft check for the product. I asked several times to confirm that a hard credit check would not be performed, which he confirmed. After accepting that, he ran a hard check that I did not approve. The sales person kept telling me I was not taking out a line of credit or loan for the home security system, when indeed I was. This undisclosed hard credit check was actually part of an application for a line of credit with Fortiva. I asked the sales person multiple times if I would owe anyone other than Vivint monthly, and was told no, which was not true. During this entire transaction, all documents were completed on an iPad that the sales person controlled. I was never given conformation of opening a line of credit or provided origination documents for said loan. Due to this I recently got a call for missed payments from Fortvia. I did go ahead and make a payment to the account, as to not impact my credit so the current balance of the loan is $3,000.
Also, as part of the deal they took our existing ring camera and sensors and promised us $200, which was never given or applied to account.
They are now requiring that I pay $1.021.16 to cancel my monthly service with Vivint. I have no documents to attached because I was not provided them.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 to cancel the account due to an open line of credit.
Vivint’s records shows Ms. ******* signed the V-sign on 06/03/2025, 7:49 PM to start the installation process.
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 ResolutionsCustomer Answer
Date: 09/18/2025
Complaint: 23889392
I am rejecting this response because:I do not need clarification about the account. I need to address the fraud that was preformed by the company by signing me up for a loan I did not authorize. I was told multiple times I was not getting a line of credit and would only be paying for the service to Vivint monthly. I did miss the call on 9/17/2025 but when I tried to return the call I was never able to get a hold of anyone. I responded to their email, and have yet to have further communication.
I am aware of several law suits that have come against your company for the same situation that happened to me-deceptive sales practices and misusing consumer credit reports. This situation needs to be corrected.
Sincerely,
******* *******Business Response
Date: 09/23/2025
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 has agreed to provide clarity on the account. However, Ms ******* intends to pursue the matter further through the Better Business Bureau and legal counsel. . 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: 09/24/2025
The communication did not address the fraudulent practices of their sales teams. I did not agree to a loan, and was told multiple times I would not be paying anyone but the company. The woman I spoke with just kept saying I signed the papers, but the paperwork was misleading and did not match what as being told to me in person. I am meeting with legal console 9/25/2025.
Initial Complaint
Date:09/15/2025
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.
Vivant erroneously charged me for August and September 2025 after I requested the account to be closed and deactivated on March 27, 2025. The account should have been deactivated on the date I requested it. The company billed me for two months for an account that was supposed to be closed.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. ***** account was not cancelled on 3/37/25, the customer accepted 1 free month of monitoring and an actual events case was opened for the fire damage at Ms. ***** home.
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 cover remaining balance in the amount of $116.27 and continue with the cancellation process, 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:09/15/2025
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 was promised by the sales associate that I would receive a 7 day trial period with full refund before the trial ended. At day 4 I tried to request a refund and return of product, at which point I was told that refund policy is 3 days and they couldn't process the request. I informed the customer service rep that the sales person told me I would have a week refund period. The customer service rep said if I could provide proof or have the sales person confirm I would receive a refund, however the sales rep has not responded to company emails and has blocked my number so I have no way to get a confirmation. I was lied to and have been trying to get this solved for months.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 cancellation of his service and a refund due to stating he received a seven-day trial period and called to cancel within this period, only to discover he had a three-day trial.
Vivint’s records show that the Right of Recission period ended on July 1 and a cancellation call was received on July 2. Records also show a seven-day trial period was not given.
The Right of Recission period is three business days and does not include holidays or weekends, however, due to the date of install, the weekend provided additional days to this period.
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 apply $10 off Mr. ****'s Vivint monthly monitoring, credit two months of monthly monitoring, and a downgrade of select equipment for a refund, 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:09/15/2025
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 call to request my home service canceled 7/18/25. My call was escalated each time I declined the offer that I was being forced to listen despite them telling the cs rep I am no longer need services. I was not allowed to make my request to cancel until I heard multiple sales pitches to make me stay with Vivint home security. I recently received another bill prompting me to call customer service to ask why my services was not cancelled and was told you did not let us cancel your service. I spoke to ****** and ***** today 9/15/24. ****** sent me to ***** after sales pitch. ***** continued with his sales pitches and this forced me into a 60 min call listening to sales pitches that I have no interest in explaining that my home is for sale. I was forced to pay the bill of $42 to cancel. This sales tactics should not be allowed to cancel a service I am not under contract for. I’m on a month to month contract.Business Response
Date: 09/16/2025
Vivint Account #: *********
Case #: CA-*********
To Whom It May Concern,
Thank you for the opportunity to respond to Ms. ******** concerns.
A Vivint representative has reached out to Ms. Turner, and a resolution has been agreed upon. Vivint has expedited the cancellation process, and services will be terminated within two business days. Additionally, a refund of $42.65 will be issued.
Ms. Turner is welcome to contact her Vivint representative directly with any questions or concerns regarding this matter. We appreciate her patience and the opportunity to make things right.
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:09/15/2025
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.
HAD A ALARM SYSTEM THAT HARDLY EVER WORKED FINALLY THE COMPANY CAME OUT ALL THEY WANTED TO DO IS SELL ME ANOTHER CONTRACT AT THAT TIME I CANCELLED MY CONTRACT THEY CONTINUED TO INVOICE ME AND STILL TO THIS THEY ARE FOR SOMETHING THAT DONT WORK AND I CANCELLED.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 to cancel the account due to an open line of credit.
Vivint’s records shows Ms. ******* signed the V-sign on 06/03/2025, 7:49 PM to start the installation process.
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:09/15/2025
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 have completed 5 year contract. Even though just over a year into my contract their equipment failed, and they refused to come out to evaluate and fix their equipment without charging me. I finally completed my contract in July 2025. I called on July 17th to cancel, after having to go through 3 different people, they finally allowed me to cancel. In August 2025 a bank draft for another month of service! I called talked to 2 different people, they said they canceled it. The. Today 9/15 another bank draft for another month of service! I called talked to someone. They said I have to agree to another payment if I wanted to cancel! No. I want this cancelled and I want 3 months refunded to me! This is absolutely crazy!!! It’s easier to get a divorce!Business Response
Date: 09/16/2025
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******** and a resolution has been agreed upon. At this time, Vivint has agreed to expedite Mr. ********'s cancellation, process a refund in the amount of $111.32 in the form of a check and add Mr. ******** to the No Knock List 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: **** ****** ***** ***** ** *****, or fax number: ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23887530, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:09/15/2025
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.
Hi I called Vivint to cancel their services at my house on July 3rd 2025, they asked me to pay the buy out amount because i was on a contract i paid them $ 737.45. it has been a back and forth with the vivint agents from July up to now. long phone calls without resolving anything. they are still keeping my account active and charging me monthly payments. this is draining me emotionally and financially. I need mt account cancelled and services discontinued.Business Response
Date: 09/17/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** requested service cancellation, citing that she had promptly paid the early termination fees.
Vivint’s records confirm that Ms. ***** paid $737.45 in early termination fees to cancel her services.
A Vivint representative has attempted to contact Ms. ***** by phone and email to assist with this matter. After reviewing the account, Vivint is prepared to proceed with the cancellation of services, pending account verification and Ms. *****’s acceptance of the proposed resolution.
To resolve this matter, Ms. ***** may contact the Vivint representative directly to complete the verification process. She is also welcome to reach out with any questions or concerns.
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: 09/17/2025
Complaint: 23887192
I am rejecting this response because: I have been on the phone with Vivint representatives on multiple times from July to September which lasts more than 30 minutes. I do not need to get on the phone with them. they need to cancel my service. I have done enough talking with them. please proceed with the cancelation of the services as discussed in the multiple phone calls I made to Vivint. all they do is waste my time and put me in hold and so many useless excuses. there is no further discussion needed to this case or else I need to involve my lawyer. I made the necessary payments they asked me to pay the buy out on that contract. I have been discussing this with Vivint since July 3rd, we are in September. I will be waiting for an email confirming the cancellation of my services with Vivint. Thank you in advance.
Sincerely,
******* *****Business Response
Date: 09/18/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by ******* ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** requested cancellation of her Vivint account, citing that she had promptly paid the early termination fees.
A Vivint representative has attempted to reach Ms. ***** by email and phone to assist with this matter; however, a voicemail could not be left as the mailbox is not yet set up.
Vivint is prepared to proceed with the cancellation, pending account verification. To complete this process, Ms. ***** is kindly asked to provide her verbal passcode and service address for security purposes.
To resolve this matter, Ms. ***** may contact Vivint’s representative directly to proceed with the proposed resolution. If she has any questions or concerns, she is welcome to reach out at any time.
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:09/15/2025
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 contacted Vivint in late June and let them know I was selling my house. The new owners took possession July 7,2025. The new owners chose not to go with Vivint. The equipment was paid off by me. Vivint is continuing to deduct payments and told me it is within their right to deduct payments even though I no longer live at the address. The r new owners chose not to keep the security system. That is not my fault and I should not be penalized for that by having to pay for a product that I have no way of using. The salesperson kept trying to upsale me to keep me from cancelling the contract. I was transferred 5 times! I was on was on the phone with them for 45 minutes. I expect the
Payments deducted from my account for July, August and September to be refunded.Business Response
Date: 09/19/2025
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 cancellation of her account and a refund due to a failed takeover of her service by the new homeowners after moving. The account has remained active, and Ms. ***** continued to be billed.
Vivint’s records show that Ms. ***** contacted Vivint to begin the takeover process, however it was not completed. Records show there is no Notice of Cancellation (NOC) on file and the account has remained active.
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 assist in any way, 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:09/15/2025
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 11/2023 Vivint offered me to upgrade the whole system in order to fix the ongoing problem with doorbell camera, they promised me this is a trial, and they finance the equipment for 60 months.
After system Upgrading we still have issues with the cameras and they send several technicians to my place and they were unable to fix it.
Found out they added a insurance fee to my charges without my consent.
They are refusing to honor their word and made me to fully paid the equipment and they want to charge me for 50% of reminders of their contract term inspite the unsolved problem since day 1.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 and cancellation without fee, due to consistent issues with his equipment and not being made aware of the Vivint Protection Plan monthly fee. ?
A Vivint representative has reached out to Mr. ********* and discussed the above issues. Vivint's representative will be reviewing Mr. *********'s original sales call and upgrade call for any discrepancies in regards to the Vivint Protection Plan and contract length. Vivint's representative will update Mr. ********* on Wednesday.
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 Resolutions?Customer Answer
Date: 09/24/2025
Complaint: 23886987
I am rejecting this response because: no one contacted me on Wednesday (today) as they respond.the camera they sold me and charging me monthly for its service does not work and still have issues.
Sincerely,
**** *********Business Response
Date: 09/25/2025
Vivint Account #: ********
Case #: *********
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ********* and is actively working towards a resolution with him. Vivint's representative is still reviewing Mr. *********'s initial and upgrade sales calls and will review the recordings Mr. ********* sends her. An update will be given to Mr. ********* on Wednesday.
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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