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:03/10/2024
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 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 have a prominently posted no soliciting sign. Despite this, a sales person rang our doorbell and started off by saying, "I saw your no soliciting sign, but...." no. The answer is no. I have the sign for a reason. You are intentionally disregarding it. The doorbell ringing woke our baby up. You should be fined for this kind of behavior, because that is the only way it will stop.Business Response
Date: 03/15/2024
March 15, 2025
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21410045
Complainant: ****************************;
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
The kind of behavior ******************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in Ms. ********* area and her address has been put on the no contact list. Vivint appreciates Ms. ********* feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
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.
In short equipment malfunctions; multiple events. **************** sent a replacement for the device after an hour of troubleshooting and I sent the device back per their request on the first occasion. The replacement malfunctoned in the same manner as the first. Again another round of troubleshooting and replacement and shipping faulty device back. Next replacement malfunctioned in the same manner went trough troubleshooting same issue. Talked with representatives and supervisors. I was offered another replacement. I requested an alternative resolution of just refunding the device and they could have it back since this was the third occurance and none of the troubleshooting or replacements resolved the issue. I was told this was not their policy and I was only allotted 3 days to "change my mind" to get a refund. The issue is I have gone through this process multiple times and been patient , gone through all their steps, done what was requested, and went through the replacement process. I requested the superviors manager this time because she was unable to assist me and I was informed they don't take phone calls. I asked for someone who could assist me in this resolution and was told nobody could or would offer any different resolution. Refused to get me any higher up individual that *** be able to provide an adequate resolution. The equipment has shown to be an issue and the representative and supervisor could not resolve the issue. I didn't ask for a full refund of all the equipment just the item I had continous issues with. Now I am having to reach out to an alternative resource to get help and now that I am having to do so I would like to request a full refund and cancelation of the services. They can have all of their equipment back. Send me a shipping label or have a technician come out I am done. Especially if they refuse to let you speak with someone that *** have alternative abilities for resolutions.Business Response
Date: 03/16/2024
3/15/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21409223
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 9/11/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explained that she experienced difficulties with a smoke detector and requested a refund for the sensor. ************** was denied a refund and instead offered a replacement which she declined. ************** is now requesting cancellation and a refund of all payments.
To assist **************, Vivint has issued a refund of $108.35 for the smoke detector.
Vivints records show that ************** signed a System Purchase and Services Agreement on September 11, 2020 for an initial term of sixty (60) months. As such, Vivint is not willing to cancel Ms.****** account without penalty and refund all payments. If ************** would like to cancel her account, she may pay off the remaining months of her Agreement.
A representative from Vivints **************** has contacted ************** via email to address any additional concerns or questions.
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:03/08/2024
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 bought two cameras from this company, and they installed them, but they never told me I have to pay extra in order for the cameras to be recording 24 hours. They never mentioned this when I was offered this nor when the technician installed the cameras. I didnt find out they werent recording all the time until my washing machine was stolen from my drive way, while I was servicing the washing machine. I called Vivint to explain my issue and what had happened. I asked them if I could sent back the camera. They denied my request stating that it was past 30days, which is another thing they never told me. I spoke which a man by the name of ****** on March 6th at 12:00pm. Please help me.Business Response
Date: 03/15/2024
March 15, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21408016
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 3/27/19
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, **************** states that he bought 2 cameras. He claims he was not told that he had to pay extra to record 24 hours and did not know the cameras were not recording all the time until his washing machine was stollen from his driveway. He called and wanted to return the cameras but was told that he couldnt as it was past the 30 day return window.
Vivint agrees to add the 24-hour DVR recording feature at 50% off the $299.99 price OR reduce his monthly fee for the remainder of his Agreement.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 3/27/19with an initial term of sixty (60) months. Vivints records indicate that **************** purchased 2 outdoor cameras on 1/25/23. Vivints records indicate that **************** called on 3/4/24, 13-months after the return window closed, requesting to return the cameras. Vivints records indicate that **************** was offered, and declined, a lower monthly rate and a 30% discount on the ****
A representative from Vivint has reached out to **************** in an effort to resolve this matter. Vivint has agreed to the above resolution and **************** may contact Vivints representative directly 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/08/2024
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 am the President of shadowlakes community here in ************ *******. Everyday for the past week Vivint has been soliciting inside my hoa community that has signs posted for no solicitation. We have called the cops everyday and even had their cars towed out of the community. We advise them to leave everyday and not to come back yet everyday they return. We have emailed their executive resolutions guy and got no where. We do not allow solicitation inside our community and want it to stop immediately.Business Response
Date: 03/14/2024
March 14, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21405917
Complainant: *******************************
Vivint Account #: ******
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that Vivint has been soliciting in a no solicitation area. He states the cops have been called and they have been advised to not come back every day, yet they still return. ******************** desires to be contacted by Vivint.
A Vivint representative has attempted to contact ******************** via email and phone in attempts to resolve this matter. Vivint has requested ******************** to provide a more detailed address to help resolve this matter. Vivint has provided the information that was given by ******************** to the appropriate management in efforts to prevent these types of incidents in the future.
******************** 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:03/08/2024
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 originally became a Vivint customer in 2021. At the time, for the ********************** system equipment, a loan was opened up at Citizens One for the cost of the equipment ($66.67/month), and we also paid Vivint monthly for charges including installation and monitoring. In late May 2023, we were approached by two sales people (***** and ******, who are no longer employed with the company) about upgrading our equipment and taking advantage of Memorial Day sales. The salespeople explained to us that our existing equipment loan would be credited for turning in our old equipment, and our new monthly loan payment amount would go from $66.67 down to $44.38. Instead, what happened was that we continued to be billed the $66.67 from the original loan, AND a new line of credit was opened for the total cost of the new equipment ($2662.41). I thought this was an administrative error, but after multiple calls with Vivint's customer loyalty team, I was told that there was a misunderstanding and that our original loan would never have been credited for turning in our old equipment. After many discussions, today a Vivint employee said the best they could do was give me $925 back. However, from my perspective of what should have happened based on what the salespeople explained, I will have been charged $1,008.44 more than I expected to pay.Business Response
Date: 03/14/2024
March 14, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21405306
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: February 17, 2021
To Whom It May ***************** have reviewed the information provided by Ms. ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** via phone to resolve his concerns. 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 LegalInitial Complaint
Date:03/07/2024
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 went through months trying to cancel my service to no avail. It created a lot of stress. The company made countless calls to me trying to get me to continue their service each time offering a different monthly charge. Finally I was contacted by ****************** who said she was an account specialist. She offered me two months free starting March 1st and ***** a month thereafter. I was extremely *****. We emailed back and forth a lot. Finally I gave in. Then March 5th Vivint took over $67+ from my account!!! I tried to go back to our extensive email and it was gone!!!! Even in my sent file! I find this company extremely dishonest and I now have very expensive, very useless Vivint equipment. Every contact number has either changed or just gives you recorded choices. It is impossible to contact an English speaking customer service representative!!!Business Response
Date: 03/15/2024
March 15, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21401064
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 6/2/23
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ************** states that she has been trying to cancel without success. She was offered 2 free months starting 3/1/24 and $14.99 RMR but it was not applied.
Vivint has applied a credit of $125 to **************** account and reduced her monthly rate to $14.99.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 6/2/23 with an initial term of sixty (60) months. Vivints records indicate that ************** called on 10/16/23 to cancel her account. Her account did not cancel due to not submitting loan payoff confirmation, in accordance with her Agreement. Vivints records indicate that ************** called on 12/13/23, confirmation of loan payoff was provided, and the account was submitted for 30-day cancellation. Vivints records indicate that on 2/29/24, ****************** monthly rate was reduced from ***** to $14.99. Vivints records indicate that on 3/7/24, a $125 credit was applied to **************** account.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Vivint has agreed to the above resolution and ************** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/07/2024
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.
We had service with the company for nearly ten years. When we tried to cancel, they told us that there would be a 30 day cancellation processing period. We objected to this and were finally told it would be waived. Then, we were charged our monthly rate 10 days after the date of cancellation. When we called again, we were told that we would be refunded 'part' of our rate that was charged. They kept the fee covering the 30 day 'processing period.' We had no contract with them and were on a month to month basis. I want my money back, and I don't want this to happen to others. It is not lawful.Business Response
Date: 03/14/2024
3/14/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21400563
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 8/8/2013
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 refund the remaining $29.95 which will be received within 7-10 business days. ****************** 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: 03/14/2024
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:03/07/2024
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 was given wrong information by the Vivint representative who came to my house to try to sell me the product. The associate told me I had 30 days to cancel. When I tried to cancel, I was told I only had 3 days. The associate came inside my home. I can say its a fact he said 30 days but changed his answer when the company asked. I have been stuck in a contract since then. In November 2023, I finally paid off the equipment and any balances to finally terminate my contract with vivint. It is now March 2024 and I had to call Vivint for the 10th time to ask why I am still being charged and why my cancellation has not been completed. The representative I spoke with today informed me I had done all the necessary steps but for some reason my account was not set to close. Its been 3 months of payments I need to get refunded and at this point I'm exhausted of having to call.Business Response
Date: 03/14/2024
March 14, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: ***************************
Vivint Account #: *******
Date of Agreement:
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 honor the original offer **************** agreed to. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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