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
- 8,408 total complaints in the last 3 years.
- 2,988 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:03/12/2024
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've had service with the company for 9 months. I called to cancel my service due to not using them and they told me I have to pay off my loan for my equipment first before i can cancel. I was also told that I had to maintain service until 2028 or pay a buyout price. I was never told anything about any of this when I purchased the service. They are using fraudulent practices to keep customers. I don't own a home; I rent one. I would never knowingly enter into a contract for multiple years when I don't know where I'm going to end up after the lease.
Business Response
Date: 03/14/2024
March 14, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21424151
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: June 10, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining Vivint Agreement without further penalty. However, ************** will remain responsible for the third party equipment line of credit and its associated fees. ************** 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:03/12/2024
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.
Signed up for Vivint Home Security several years ago (2020 or 2021). I moved from South Carolina to North Carolina so I didnt need a home security system at a home I wouldn't own anymore. And my new house already had a system. I took all of the equipment with me because one would think you could return it. Called Vivint to cancel my service and the stark reality of what you were really sold became clear. They wouldn't cancel my service because they don't do that and moving didnt constitute a change in your situation. Made 6 calls and sent emails to get a response as I wasn't going to pay for a service I couldnt use. Finally got some support and luckily was able to cancel my service after much back and forth. I asked where could I return the equipment and was told that wasnt possible and I had to 3+ years left to pay for something I can no longer use. Said I signed the agreement and couldnt return past 3 days. Advised that wasnt their issue anymore. The equipment lender says I have 39 more months at $37 a month- a total of $1483 for something I cant use anymore. Their contract locked me in for 60 months and those terms were not clearly outlined at the time of sign up. And why would you sign up a person to pay for equipment that they won't be able to use forever. I have seen the reviews of Vivint and the story I am telling you is a common one. I want this equipment situation to be closed out and my business done with Vivint- not paying the remaining 37 payments to Citizens for the "equipment loan". This is false advertising and predatory business practices which need to be addresses and rectified.Business Response
Date: 03/19/2024
March 18, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: 4/13/2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******* and
appreciate the opportunity to respond.
A resolution has been agreed upon. Ms.
*******’s account was cancelled on March 11, 2024. Additionally, Vivint has
agreed to forgive Ms. *******’s line of credit. 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:03/12/2024
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 had vivint as my sercurity company. I had equipment to pay off and completed paying it in August of 2023 which would have cancelled my contract. I did ask for a deferment in May 2023 and it ended in August 2023. So I started paying in September to be finished my contract in December of 2023. When I called in to cancel I was told that I had to continue to pay until April 2024 because of my deferment. But at that time I explained to the Rep that December was my last payment. But they insisted it was April of 2024. So on today 12 March 2024 I call to start the cancellation process and they tell me I was on a month to month since January of 2024 since my contract ended in December 2023. This is unexceptable business. I fulfilled by contract. The whole reason for the deferment was because we moved out of the home in May of 2023 and could not get the service installed into our new home because it would not be finished until Sep of 2023.Business Response
Date: 03/20/2024
March 19, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: 8/17/18
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 cancel Ms. ******’s service and provide a refund for overpayment. 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:03/12/2024
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 shared with me that my account would be cancelled but are still charging me for rented merchandise that I’m no longer in possession of. The representative I spoke with stated that she sees where the account was cancelled but that Vivint authorized them to continue charging me for the equipment.Business Response
Date: 03/18/2024
March 18, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: March 14, 2020
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 close the
remaining Citizens loan account. The account can take up to sixty (60) business
days to be closed by Citizens. 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:03/11/2024
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 had Vivint for over 8 years, On April 2021 I start having problems with my panel and Vivint tech recommended to update my equipment, I updated to ring camera. At the end of June 2021 I, called Vivint because I was moving on 07/01/2021, they place my services on hold for 6 months and was advised to only continue paying for the equipment , around ***** a month. At the end of the 6 months deferral time my account started to be charged at the regulars service rate of *****. On sept 2022 called Vivint to cancel the services. I was informed to pay off the Citizen equipment loan and they will cancel. On Sept 26,2022 I paid off ****** and citizen closed the acc. Oct 2022 called Vivint again to cancel , they refused staying I owe the equipment need to pay ********. I called Vivint on 02/14/2024 again and they continue asking me to pay the equipment for cancelation, it has been over 3 years that I had moved from **************************************** ****** *****. and still paying Vivint for services that are non exist.. ******************** did a conference call and verify to ****** Vivint rep that my act was closed on 09/26/22. ****** and ***** both Vivint rep want me to do a take over, pass my act to the stranger that live at my old address. I refused, then ****** told me I owe ******** to pay 50% discount of 1,183.13,because I still have 60 months on contract and they are monitoring my place. . I only update the equipment on April 2021, why I need to update a contract when I still have the same old contract , they never cancelled my old contract only updated my equipment and I never requested any contract renewal either.. How come, I still paying for services non rendered without equipment and in at address that I had moved out for over 3 year. Please help me. Here is my account ********* my phone ************. Thank You.Business Response
Date: 03/18/2024
3/18/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21418665
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 2/7/2015
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ******* account without 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 LegalCustomer Answer
Date: 03/20/2024
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:03/11/2024
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 ask for today I was advised by Melissa she no supervisor was able to be talk with at all there unavailable on all levels furthermore I had a issue with my service not working all dvr system not recording this have been happen for the last 93 days straight. Wondering if the system keep failing on different time of the day. Vivint smart home should be held accountable for something that on the backend that keep turning off by dvr system when I supposed to have 24hours recording . Every time I ask them will this be the last time my equipment keep dropping of Vivint home security system I was advised by 10 different agents the same lie .. keep getting error on my system as well . Timeline from November 2023 - march 2024
I pay for services to work not be off and can get them back on without a of hassle crazy don’t make senseBusiness Response
Date: 03/18/2024
March 18, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******* **
Vivint Account #: ********
Date of Agreement: November 8, 2018
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
applied a credit in the amount of $153 covering the balance on the account
providing a fresh start. Vivint has also agreed to ship Mr. ******* a door/window
sensor at no charge. Mr. ******* **. may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/11/2024
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.
My husband and I sold the company and moved out of state. Well, well we forgot to cancel Vivint so they called, no big deal right, we can pay whatever is due and cancel now. Wrong! Because we are unable to remember the verbal passcode we are being held hostage. There is NO way for them to cancel the account or verify our information without that passcode. We dont have access to the email address on file because we cancelled it and we obviously dont have access to the mail. We were told the 'exceptions department' would be notified and work this issue so that we could cancel and they would get back to us. Nothing. The latest is they have filled negative credit report data against him while actively being held hostage. This has been going on for 4 months now. They call 3 times a day everyday to collect money but have no one available to resolve this issue? They continue to tell us there is NO other option. How is that possible in this day and age that there is no other option to verify someones identity in order to get an account cancelled? Oh but you know what, I can add services to my account and make payments.Business Response
Date: 03/19/2024
March 18, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: 6/28/18
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ***** and appreciate the opportunity to respond.
In his complaint, Mr. ***** states that he has been trying to cancel for a few months without success due to not knowing his verbal passcode and not having access to the email on file.
Vivint needs additional information to resolve Mr. *****’s complaint.
Vivint’s records indicate that Mr. ***** signed a Purchase and Services Agreement (Agreement) on 6/28/18 with an initial term of sixty (60) months. Vivint’s records indicate that Mr. ***** called to cancel on 11/15 and 11/27 2023. Vivint’s records indicate that on both occasions, Mr. ***** was not able to be verified and the verification information needed to cancel was not able to be sent to him as he did not have access to the email account. Vivint’s records indicate that Mr. ***** called on 2/8/24 and the representative offered to have the information he needed, sent via USPS mail. Vivint’s records indicate that Mr. ***** refused to allow it to be sent to his physical address. Vivint’s records indicate that the only account matching the information Mr. ***** provided in his complaint matches a residential address that was cancelled in 2020 and does not match a business address.
A representative from Vivint has reached out to Mr. ***** in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. ***** may contact Vivint’s representative directly with the information requested or if he 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 LegalInitial Complaint
Date:03/10/2024
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 sold a home with Vivint security system in 2020. We were getting billed for months and did not realize it. Once we found out we called the company and paid all required fees through them and the alarm financing company. I was assured multiple times by multiple people that our contract would be canceled and I did not need to do anything else. I started noticing a charge from them on our bank statement about a year later. I called again and spoke with a Vivint representative who stated that they see where we canceled and paid all required fees and that we did not reply to their email. I looked through my received emails and junk folder and the email was never sent. They sent an email at that time which I replied to and sent required information for cancellation. I received a confirmation email. I have spent multiple hours since that time on multiple phone calls due to our bank account still being drafted from. I was guaranteed every time this was a company mistake and that we had done all that was requested, we owed no money, and they would refund all the money dated after the initial pay off of contract. They continued to debit money from our bank account to the point that I had to cancel my bank account due to their unethical billing practices. I spoke with them the day I canceled the account and ********************** once again guaranteed that they would debit no more money as I had done all they requested to cancel account and our money would be refunded. They have since then turned me over to collections for a debt I dont owe which they have told me multiple times that I dont owe and that I have done everything requested to cancel the account.Business Response
Date: 03/16/2024
March 16, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21410618
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: July 26, 2017
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ******************** via phone to resolve his concerns. At this time, Vivint agrees to cancel ********************** Agreement and remove his account from collections and a request has been sent.
For any additional questions or concerns regarding this matter, ******************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/17/2024
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:03/10/2024
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.
In February and March of 2024 one of our cameras from Vivint will not go online. We troubled shooted by following the directions from Vivint and spoke to a representative to help us trouble shoot. I am still paying for the equipment and it is under warranty. The company is trying to charge me $99 dollars to fix the camera. I explained that I would not pay to fix a camera that is still under warranty, and it is not something I broke. The representative stated that the camera is not broken it is just offline. I explained to the rep that all the other cameras are online, and there's no problem with any other device hooked to my router, therefore it is a problem with the camera. The rep later stated to pay $9.99 a month for a service plan which would be more than ninety nine dollars and I refused. I just want them to fix what's broken. It is not my fault that the camera is broken. It is under warranty and they have an obligation to fix the device. I do not want to be charged for their negligence and faulty equipment. I have research and this has occurred to many other customers. This is a pressure tactic to get people to Buy their service for $9.99 per month.Business Response
Date: 03/16/2024
3/15/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21411924
Complainant: **********************************
Vivint Account #: *******
Date of Agreement: 9/2/2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, *************************** explains she is experiencing difficulties with one of her cameras. ************************** does not want to pay a fee for a technician to fix the camera.
To assist ***************************, Vivint has added the Vivint Protection Plan to her account at no cost which allows free technician visits. A representative has contacted *************************** via email to schedule an appointment.
By way of explanation, section 5 of *************-Deboses System Purchase and Service Agreement states:
After the initial one hundred and twenty (120) day period, or at any time if you selected self-installation, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee for the package that you have selected, plus any applicable taxes
Despite the information mentioned, Vivint agrees to the resolution above.
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:03/09/2024
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 had Vivint home security for about 2 years. I sold my house in ** due to my military PCS orders. So in May 2023 I put my security service on hold until we closed on our new home in IL. When we finally closed on our new home we decided to go with another company and so I called Vivint to cancel my service and contract in July 23. They verified my equipment was paid off and I paid the almost 2k to cancel service. I believe that everything was done then in October 23 I started receiving bills from them about my account. I contacted them and they told me everything was fine and my account was waiting to be canceled to ignore the bills. Then in November 23 my checking account was charged 4 times for a monthly security fee totaling $279. Called them again and was told my money would be refunded within 7-14 business days. I never received my refund and kind of forgot about it until I started receiving bills and text messages again in March 24 saying my account was in collections and I needed to pay. I contacted them once more on 08 March 2024. Was told AGAIN that my account was being closed and my money would be refunded within in 3-5 business days. Only to check my bank account today 09 March 2024 to see yet another THREE charges totaling $208.38. I have been trying to contact them today to see what the issue is with closing my account and to stop charging me and to completely cancel my service that I paid to do in July 2023. But I have yet to reach ANYONE.Business Response
Date: 03/16/2024
March 16, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21410618
Complainant: *******************
Vivint Account #: *******
Date of Agreement: April 22, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ************ *** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ********** via email and phone to resolve her concerns. Vivints record confirms that ************ account was cancelled and refunded on March 11, 2024.
For any additional questions or concerns regarding this matter, ********** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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