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.
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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:03/07/2024
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 have been paying this company for over 2 years at our business. We purchased glass shatter detection. Someone broke our glass and robbed our store the alarm never went off. Vivint claims it must be faulty equipment and they will send me new equipment. So for 2 years, over $2000 in faulty equipment and $1600 in monthly costs, all I get is " I'm sorry, the equipment must be faulty. " I lost over $4000 in product because they have faulty equipment?!?! They owe me money!!!
Business Response
Date: 03/14/2024
March 14, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21397845
Complainant: *******************
Vivint Account #: *******
Date of Agreement: October 28, 2021
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 her concerns. Vivints record confirms that on March 13, 2024, an alarm event case was opened to investigate the said break-in and ************ has been contacted.
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:03/06/2024
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 salesman sold us a service/product stating that Vivint would service their service/product throughout the life of their contract. We started to have an issue with their service to our garage doors. We contacted them and they would not send a tech out without charging $99 for a service charge. We explained what was sold to us and the service that was guaranteed but they continued to say we would have to pay to correct their service.Business Response
Date: 03/13/2024
March 13, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21396864
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: August 10, 2022
To Whom It May ***************** have reviewed the information provided by Mr. ********************* and appreciate the opportunity to respond.
In his complaint, ****************** explains that the salesman told them they would have Vivints services and products throughout the life of their contract. However, they started having an issue with their garage doors and wanted a technician sent but were told they needed to pay a fee of $99.
At this time, Vivint agrees to dispatch a technician to ******************** home at no cost to resolve his equipment concerns.
Vivints records show that ****************** signed a **************** Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $34.99, and total equipment fee of $2,823.96 that was financed through Citizens, plus any applicable taxes, during that term.
Vivint agrees to the above resolution and has waived the cost for his technician visit. ****************** is advised to contact Vivints ************* to schedule an appointment to resolve any equipment concerns at no cost.
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:03/06/2024
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.
June 2023 to Current March 2023 ongoing Shady sales tactics. I needed to move my security system. Instead of paying $500 to move I am now paying triple what I was paying and what I was told. I finally got the receipts of the so called equipment they claim I was buying. They basically created a false receipt to send to the 3rd party vendor who I make equipment payments to. However, I did not get any of the equipment they put on those documents. I had them out to my house to prove I had all my original equipment. I have not heard from anyone after the inspector agreed I had all my original equipment. I am getting the run around; spending hours/days on the phone. Getting rerouted to people who cannot do anything to fix the billing issues. I have canceled my debit card in order to stop the auto pay. In the meantime, all I get are instructions to call the 800 number, with zero help from anyone. I have spent close to 3 hours on hold at one point. Today I spoke with 4 different people and none of them helped me. My bill should be $55 per month, they have been pulling $128 per month since Dec 2023.Business Response
Date: 03/14/2024
3/14/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21396677
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 3/6/2021
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 forgive the line of credit for equipment and fully refund ****************** any payments made toward the line of credit. ****************** should receive her refund from Citizens within 15 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:03/06/2024
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 an *** security system installed in my home shortly after purchasing the house two years ago. In February a Vivint salesperson came to my door and made a better offer for more equipment with a lower monthly rate.Both the salesperson and his manager who came to my home told me in no uncertain terms that my *** contact and cancellation would be paid for. I explicitly stated that I was still paying for the *** installation and equipment along with my regular bill. They both told me it would be covered. There was absolutely no mention of a $1000 limit at the time.I was instructed to have *** to send me a final bill in the mail and I would be reimbursed for the amount with a prepaid card. *** sent my final bill with a total of $2704.11 owed. I contacted the sales representative with a picture of the bill and was then informed that they can't reimburse me above $1000. After attempting to contact both the salesperson and manager who came to my door multiple times I contacted ***** directly with my problem on Monday March 4th 2024. On Wednesday March 6th they called and explained that they would raise the reimbursement to $2000 which still leaves me with an astronomical $704.11 bill from ***.I was explicitly lied to in my home by both the salesperson and their manager, who both stopped communication when a problem arose. I am beside myself with worry on how to pay this bill.Business Response
Date: 03/13/2024
March 13, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21396415
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 2/14/24
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ************ states that he had a security system in his home. In February he claims a representative stated that his existing security agreement and equipment would be canceled and paid off. He claims he was not told there was a $1000 limit on the amount that could be paid until after he sent in the $2704.11 invoice needing to be paid off.
Vivint stands by its previous resolution of $2000. If ************ would like to cancel his Agreement and has not redeemed the $2000, Vivint agrees to cancel his service and equipment loan once the equipment has been removed from his home.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on 2/14/24with an initial term of sixty (60) months. Vivints records indicate that ************ spoke with a Vivint representative on 3/6/24. He was offered a $2000 buy out for his previous security contract or he could cancel the Agreement and loan once his equipment was returned. Vivints records indicate that ************ chose to accept the $2000 which was approved to be sent to him on 3/7/24.
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:03/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 2020-24 I did an upgrade on my security cameras with Vivint, they installed the wrong inside cameras which I paid $324.73.. On 2-24-24 I replaced them and was charged $432.98. They said I would receive credit for $324.73 in 10 days and have yet received any credit. On 2-26-24 when I called to to complain about not getting credit she said Id be getting credit for everything that was owed to me and she offered out spotlights. She said if I bought one shed give me one for free, I added an additional spotlight and she sai the total would be about $400 plus taxes. Today I was charged for the 3 spotlights $600 plus taxes on my bank account. If they dont remove these extra charges and my refund my bank account will be overdrawn. Every time I call to bring a concern theyre trying to sell me something else and always overcharging me.Business Response
Date: 03/13/2024
3/13/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21395348
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 5/11/2013
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ explains her concerns with her billing.
Vivints records show that a refund of $585.19 was issued on March 13, 2024. A representative has contacted ************ via email to address any additional 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:03/06/2024
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 got a call on a RECORDED line from a rep who promised us a $25 month contract if we came back as customers. We had a lengthy conversation about how all of our prior equipment was at our old rental home in ********* and could not be retrieved. After several holds while he spoke with his supervisors, he agreed he could offer us new, upgraded equipment for free as they now had version 2 of everything, for $35 a month. He then put me on hold again and came back to say it would have to be $45 a month. I declined, and after another hold he confirmed he could honor the $35 a month but we would have to pay $100 toward the equipment, to which I agreed. We scheduled an installation date, and they took my payment info.On the day the installer showed up they told us the equipment was not paid for. They sent me a link for an electronic contract to sign, which said in tiny letters that our payment would in fact be $46 a month. I explained this was not at all what we had been sold. The poor installer was baffled, called a rep for us from his phone, and they tried to tell us there was no way they could ever agree to that. I kindly recommended they go back and listen to the recorded call and all the things their rep agreed to. If they can't honor the product they sold us, we aren't interested. I am so angry that the rep lied and sold us a package that they then refused to honor AND they tried to have me fill out an incorrect contract for a higher amount. Thank god I actually read it unlike most before I actually signed it! It's deceitful and awful to try and lie and trick people like that. Why the heck do they think it's acceptable for their reps to lie and be selling packages they know they won't honor?? They need to listen to that recorded call and deliver what they agreed to.Business Response
Date: 03/15/2024
March 15, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21395258
Complainant: *********************
Vivint Account #: ********
Date of Agreement: 6/18/15
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 LegalInitial Complaint
Date:03/06/2024
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 front door keypad doesnt work no matter how many times we cleaned the contact and changed new batteries. The back camera also stopped working for a while. Many false alarms triggered when we turned on the alarms hence we stopped turning on the alarm. So this monitoring service is just wasting our money and we decided its time to cancel the service. Emailed Vivint on 1/18/24 to close my account. Made a follow up call in the beginning of Feb and was told the account will be closed by end of the month. It is March now and they are still charging me on 3/4/24 for the amount of $32.41 monitoring fee. We would like BBB to help with terminating the account with **********************.Business Response
Date: 03/13/2024
March 13, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21394126
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: July 4, 2013
To Whom It May ***************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
In his complaint, ********************** explains that his system continued to have many false alarms despite his efforts to resolve them. He further explains that they decided to cancel their services and sent an email on January 18, 2024. ********************** explains that it is now March, and he is still being charged. ********************** desires his account closed as requested.
A legal representative from Vivint has attempted to contact ********************** via email and phone to resolve his concerns. Vivint agrees to cancel Mr. ********** account and issue a refund of all payments taken after January 18, 2024, to his checking account ending in 0132.
********************** may contact Vivints representative directly if he has any further 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:03/06/2024
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 had Vivint security systems in my house for about a year and a half. Within this year and a half, I have had various issues with them regarding incorrect balances on my bill. To begin with, when we signed up we were told that we would get a credit on our account for referring people. We referred two people and whenever we called in to get the credit, we were given a list of excuses why they didn't owe it. I have to play phone tag with a myriad of different employees, explain my situation over and over again, and I am told the issue will be taken care of. The next day, I will receive another phone call harassing me for the balance on the account which I was told would be resolved. It has been like this for months now. Here's the current issue at hand - a service tech came out to my house to install cameras and do other maintenance. We ended up changing our minds, so the tech waved the fee for the visit and had me sign a statement acknowledging the changes. I do not have this statement, they have it. Even though my visit was "free", Vivint is aggressively harassing me to satisfy the balance. I just spoke with another call rep who informed me that they finally touched base with the service tech and while I don't owe them for the visit at my house, I suddenly have an outstanding balance of two month's payments. I have proof in my bank that these payments came out. The call rep told me that they took the money from the payments I've been making and used it to pay a third party bill for my equipment. They did this without my permission, took my money, used it to pay for another service, and kept their hand out to get themselves paid. I have also been making payments to this third party company (Citizens), so I am not sure why vivint is trying to take my money to pay them. To my knowledge this is not only immoral, this is illegal, and I want this resolved. Please get back to me ASAP. I regularly go out to sea for work but I will be home for the next two weeks.Business Response
Date: 03/13/2024
March 13, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21393767
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: June 16, 2022
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. 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:03/06/2024
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 used the home security company, Vivint at my home. I sold this property in June of 2023. In September 2023 I noticed that Vivint continued to charge a monthly fee for security monitoring. Since I no longer lived at the property or used their service, I did not wish to pay further for their services. I contacted Vivint in September of 2023 and, per Vivint's request, I submitted documentation that I had paid off the security equipment in full in order to stop future payment. They have continued to charge my checking account monthly since September 2023. I have called them numerous times since September ************************************************************ despite telling me they will no longer do so.Business Response
Date: 03/13/2024
3/12/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21392969
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 5/12/2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
Vivint has agreed to cancel Mr. ******* account without penalty. **************** has no further obligation to Vivint. *************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/06/2024
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.
In August 2023, we terminated our home security with Vivint. We paid the remaining balance with the loan company for the equipment and paid the rest of our contract with Vivint. We were told our account was settled and officially closed. Come Jan 2024, we received a bill for services from vivint. My husband called and was told by a rep that the bill was sent by mistake as they could see we paid our balance and closed our account. We received a second bill in Feb 2024. My husband called again and spoke with a manager who stated our account was pending closure as we did not submit a form we should have received by email. We never received that email. The manager went back and listened to the recorded call from August and confirmed we paid our account in full and we were not sent the email. My husband completed the form via email that same day and was told by the manager that we were good to go. She stated we might receive another bill but to ignore it as our account was settled. March 5th we received a 3rd bill for $178.55. On March 6th, 2024 our chase account was charged by vivint for the $178.55. We has disputed this with our bank.Business Response
Date: 03/12/2024
March 12, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21392916
Complainant: *******************-Urbaniak
Vivint Account #: *******
Date of Agreement: July 20, 2019
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. Vivints records confirm that Mr. ********* past due balance of $178.55 was waived and his account is now being processed for cancellation.
For any additional questions or concerns regarding this matter, ******************** and ***************************** are 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: 03/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
************************************
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