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
- 8,407 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:03/04/2024
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.
We have called Vivint in October or November to cancel service. We couldn't cancel. We paid off equipment as requested and still never got a final bill. It is March 2024 and still no bill called again to request was told I need to wait 24 hours. They have reached out to a third party for collection which would now be hurting my credit for a payment issue that should have been resolved months ago.
Business Response
Date: 03/11/2024
March 11, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21385379
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: June 22, 2019
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ************** explains that they called Vivint in October or November to cancel but they could not cancel. He further explains that they have paid off their equipment and never got a final bill, they are now being sent to a third-party collection agency. ************** desires correction to a credit report.
At this time, Vivint agrees to cancel *************************** and Mr. ****** Agreement and remove their account from collections.
Vivints records show that *************************** and ************** signed a Purchase and Services Agreement upon installation of their Vivint system with an initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $1,461.33 that was financed through Citizens, plus applicable taxes. Vivints records further show that ************** contacted Vivint on October 18, 2023, to request cancellation of his account. During this conversation with a Vivint representative, ************** was educated on his cancellation options and payment requirements.
Vivints records further show that ************** stopped making his monthly payments after June 2023. As such, the account was cancelled for non-payment on October 26, 2023, and was transferred to an outside collection agency.
Despite the validity of this debt, Vivint agrees to the above resolution. ************** and **************** have no further obligation to Vivint and will not be contacted further by collections.
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:03/04/2024
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.
Well, starting off January 5, 2024. I called to set up an installation for between the hours of 8 to 4 technician never came out. Had to call Vivint and let them know. No one never came out. The guy pursued to tell me that the guy came out and no one was home when I was at home all day, so I had to reschedule for the next day so again, I had to take off work again to get this taken care of guy comes out to my home install that security system install all the items that I ordered was missing quite a few items had to come back out after I called and let them know that I was being charged for things I didnt have so they scheduled the technician to come out again to install the garage opener and the thermostat after the third time come to find out I was being charged for extra items an extra garage opener, extra front door, camera and a front door key lock pad been going through this with them for three months now they tried to double charge me $575 for items that I did not have took them two months to try to get it correct and then behold here it is again Ive been charged an additional $164.25 for items that was originally in my packet . And Ive called this place over 30 times to try to get it taken care of they dont re-information they lack information or they dont pay attention to whats going on in their office their communication skills **** and then when you ask for a supervisor the *************** didnt even want to put a supervisor on the phone like this has been a hassle for me for three months now this is out of control something needs to be done. I shouldnt have to constantly call you guys about being overcharged items that I did not receive, not long I was being charged for two water sensors and I didnt even get them and theres more theres items that I still got charged for that I have not gotten and Im still waiting to hear back from him which is crazy. This is really sad I would never go through them again Either fix it or let me at my contract .Business Response
Date: 03/11/2024
March 11, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21382607
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: January 5, 2024
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. 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:03/04/2024
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 technician arrived and installed equipment which included sensors, cameras and monitors, two of the sensors fell and broke in January, they were never replaced. Vivint said I would have to pay for new sensors even though they clearly were not installed properly. Camera fell down as well. The equipment does not work and the service is even worse. I was told that I could have a month to month contract, paying approximately $50 a month, the technician made me e-sign various documents that I had no time to read, the charges ended up being $120 and they fraudulently are attempting to lock me into paying them $4,000 over several years for defective equipment and service with Citizen Pay,. Their customer service representatives are all programmed to never allow a cancellation and calling is a waste of time. Although notice of cancellation was sent to both Vivint and Citizen Pay both are refusing to cancel. The next step will be a lawsuit against both companies for fraudulent business practices and fraudulent products and servicesBusiness Response
Date: 03/11/2024
March 11, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17607749
Complainant: *******************
Vivint Account #: ********
Date of Agreement: 1/17/2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel his account and Citizens account and refund all payments upon receipt of the equipment. ************** 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:03/04/2024
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 initial equipment was installed in summer of 2020. I was told it had a lifetime warranty and that it was the best on the market and so I was all in. Why would I not be with those comments. The install was poor at best as they left wires visible and hanging in my garage and are still today, even though I've asked for it to be fixed. Now for today. I had an update/fix to my system on 2/2/2024. The tech that came out did 4 cameras and two pendants, one pendant he did not have or bring back to me like he said he would. I signed finance papers for 2/2 but received not papers and later received a charge to my credit card for almost 3K that I did NOT authorize. 2/7 second tech came out to fix some issues as my system was having trouble and had been hacked. I had no control over my cameras, doorbell or the hub. Second tech reset everything and I thought I would be all set. NOPE! On this second visit the tech was on the phone with his boss for a long time trying to locate the finance paperwork from the first tech and he said it was located and there was not enought room to finance what he was doint so this day a charged the rest/difference to my credit card for some $300ish charge. That is the only amount I charded and did not give permission to use for any future visits either. First tech came back on 2/15 to change out my hub as again I had no control over it and all my camera footage kept being erased, and NOT by me. One camera also had to be replaced. On 2/27 I made this appointment because after my HUB was changed out 4 windows were not added back in to the panel and were not secure by the system. Honestly I don't think any of my equipment has any part of my house secure as I still to this day do NOT have full control over my system. I can't use mobile access as my internet has been hacked. Someone though is very much controlling my system. They are turning it on and off, erasing my camera footage and blocking it all together. I LITERALLY HATE THIS SYSTEM! REFUND!Business Response
Date: 03/11/2024
March 11, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21374675
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 28, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional to remove the equipment. Once removed, Vivint agrees to refund the amount of $2954.13; the amount received for the equipment unless the dispute with ******************** credit card company is approved,and the payment is reversed before the refund can take place. Vivint also agrees to cancel with forgiveness the remainder of the monitoring service agreement effective the date the equipment is removed. ****************** 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:03/03/2024
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 will not cancel my service. There is no contract. I submitted the request by email as instructed and also by phone multiple times. I continue to be charged monthlyBusiness Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21378962
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 10, 2021
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ****************** explains that he has no contract, yet Vivint will not cancel his account.
A legal representative from Vivint has attempted to contact ****************** to resolve his concerns. Vivints record indicates that Mr. ******** account was cancelled on March 6, 2024. ****************** 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:03/02/2024
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.
Account: *********. I cancelled this service 10/15/23...(we moved out of state and no longer need their service) I keep getting a fee of $9.99 each month and have called vivint several times after seeing a charge on my bank account and they tell me it has been cancelled but they are not cancelling.. I had to do a bank dispute to get them to stop taking $. Now I received a invoice from vivint at my new address with a $29.97 fee from the last 3 months. (since i did the bank dispute). When I call they give me the run around each time but say they have taken care of it, that I shouldn't get any more charges. This is never going to end unless I get help elsewhere. I did not have any obligation to continue services, was not under contract as I had been their customer for over 8 years. This is very sad how I am being treated by this company and the refusal let me cancel.Business Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21377291
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: December 17, 2016
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 monitoring service effective November 14, 2023, when the written notice of cancellation was received. Vivint also agrees to refund any payments made directly to Vivint from that date forward. ******************** 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: 03/11/2024
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:03/01/2024
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 told me they canceled the account. I've talked with them twice. And yet, 3 months later I'm still being charged $50 a month even though I owe them nothing. Both times I've called they told me it was all clear and I would not be charged again.Business Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21374234
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: July 26, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************ explains that he was told his account was cancelled yet he is being charged three months later. ************ desires a refund.
Vivints records indicate that a refund in the amount of $152.91 is being sent back to the credit card ending in 9317. ************ would receive this refund within 5 business days and the account would be cancelled without any further charges.
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:03/01/2024
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.
While being behind on monthly payments, I made a payment with my debit card, and they charged me the back payments owed without authorization from me. In December of 23, I was a month behind and not only, once again, they not only charged the past due, but charged a future payment that wasn't even due yet. I never authorized 2 of the payments yet again and the card on file was not on automatic payments. I was told by the customer service rep that I would be refunded the 2 payments and gave me a case number of *********. I was told that it would take up to 20 business days to refund and I cancelled my service with Vivint, or so I thought. After over a month of waiting for the refund, I called and asked the status of the refund. I was told on the the phone that there would be no refund since it was applied for a past due, which was not what I was told by the previous agent that gave me the case number.I told them that once again I wanted to cancel and was transferred to someone else. While on the phone with the new agent he told me that I had to have paid off the equipment that is used for the security system. They then put me one a 3 way call with a finance agency that have no affiliation with Vivint. They said that I made no payment on the equipment. I responded with, "when the Vivint salesman are to my door 4 years ago he stated that the equipment was included in my monthly payments. I've never received any sort of **** from said finance company, nor any collection from them. After the back and forth with them, me and the Vivint agent were on the phone alone. I stated that I wanted to cancel my subscription to Vivint again. I am not in the middle of any sort of "60 month contract" or anything like that. Just month to month.I was told that I cannot cancel my subscription with them due to the fact I didn't pay off the equipment with another company that has no affiliation with Vivint.So I cannot cancel and am afraid they once again will take out paymentsBusiness Response
Date: 03/07/2024
March 7, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21373802
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 5/26/18
To Whom It May *********************** have reviewed the information provided by Mr. ************************* 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 Mr. ****** ******* and forgive his $113.42 past due balance. Mr. ***** has no further obligation to Vivint and 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:03/01/2024
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 Vivint last year, thinking it was a good choice from the salesman. The salesman told my wife and I lies after lies. Said it was better and cheaper than are current security (Ring) yet, that was a total lie. He said it their system is better at detecting people, LIE. He said it would work if our internet went down, LIE. He said their security was very reliable, LIE. It detects randomly and usually not what was needed. The Cameras randomly just don't work. For a month I had to hook up the old thermostat, because Vivint's stopped working. I've had stuff stolen from our front yard, no thanks to Vivint. I want to cancel, but I'm done paying for their worthless service. I don't even want the dang cameras, thermostat, and other junk. Take it back and never bother me again.Business Response
Date: 03/07/2024
Tell us why here...3/7/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21373555
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 8/11/2023
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 ************** account and refund him upon receipt of the equipment. ************** 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:03/01/2024
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 been trying to reconcile my bill for the last five months. Every time I called, I was on hold for an excess of 75 mins. When I attempted to resolve online through their website, I constituently have been getting an "Uh-Oh" page that the site is down. Then, when my account was sent to a collection agency, I attempted/ to pay the bill online, it too has a website that is down and a phone number that only consists of voicemail. When I leave messages, no one calls me back. At this point it has been 6 months of me trying to resolve this issue. Understanding that business have to run, but it's customers and clients have lives as well and this is not someone's number one priority. I tried when my scheduled permitted.Business Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21372429
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: 10/10/16
To Whom It May *********************** have reviewed the information provided by Ms. ******* ******* 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 remove ******************** account from the outside collection agency and forgive the past due balance. ****************** has no further obligation to Vivint and may contact Vivints representative directly to reinstate her account or 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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