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.
- 2,987 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:02/27/2024
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 a client with Vivint since 2019 and had the quipment financed through thrid party company called fortiva. I paid all my monthly monitoring dues for 3 and half years. The cameras got stolen by thieves and have no footage or recording about the incident. Not only did the security system fail, Vivint imposed the continuance of monthly monitoring fees even when I had no cameras available and had requested to terminate the service. Now I am being sent to collection for dues on services that is currently not possible due to the stolen equipment. See you in small claims court.
Business Response
Date: 03/04/2024
March 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21351876
Complainant: Kapil Grewal
Vivint Account #: *******
Date of Agreement: July 22, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, **************** explains that his cameras got stolen by ******* and there was no footage or recording of the incident. He further explains that Vivint still continued to charge him after he requested cancellation of his services. **************** desires a correction to a credit report.
At this time, Vivint agrees to cancel Mr. ******* Agreement and remove his account from collections.
Vivints records show that **************** signed a Purchase and Services Agreement upon installation of his Vivint system with an initial term of sixty (60) months. This shows a monthly services fee of $54.99, plus applicable taxes. **************** contacted Vivint on July 14, 2023, to request cancellation of his account. During this conversation with a Vivint representative, **************** was given his cancellation options.
Vivints records further show that **************** stopped making his monthly payments after June 22, 2023. As such, the account was cancelled for non-payment on November 28, 2023, and was transferred to an outside collection agency.
Despite the validity of this debt, Vivint agrees to the above resolution. **************** has 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:02/26/2024
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 moved from my house to sell it at ************************************ in December 2023 I was going to move my equipment to my new address all of the equipment is paid off I been with them since 2018 but in order to have my equipment moved over it would cost ********************************************************************************************** into buying new equipment and selling the old one with the house I asked to talk to a manager and he would not get one for me in January I tried to cancel again and got the same response where he wanted me to buy more equipment finally in February 19 2024 is when I closed on the house and called them again and got the same response as first 2 times but this time he sent me an email to cancel and I had to respond to it explaining why I wanted to cancel he told me it takes 30 days for the process to go through and is charging me for the month of March also I have used the system since I moved and has been charged 60 dollars for each month so far. I read all the reviews they were all bad ones about people still being charge after a year of cancel I'm tired of fighting with them and am seeking help so I no longer have to deal with themBusiness Response
Date: 03/01/2024
March 1, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21351636
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: September 24, 2019
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:02/26/2024
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.
Service canceled Oct 2023, Vivint asked for and was given new Home Owners contact info. New homeowner signed up and Vivint continues to bill ** and harasses for the last 4 months of payments. Now they want to charge two people for one account with all the same equipment at sane address that was paid in full.Spoke with ****** in Vivint **************** and he threatens us that we better pay immediately . Asked to speak with a Supervisor and he claims that there are not any available. 45 minute calls mostly on hold .Business Response
Date: 02/29/2024
February 29, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21350236
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: July 9, 2021
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 Vivint account effective October 14, 2023, without further penalty to ******************. ****************** 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:02/26/2024
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.
Hi this is **** ***** I want to thank the BBB for the outstanding service and support please be advised that Vivant is back to there old tricks bad customer service experience I have a extended warranty and my door bell camera goes out repeatedly I’ve called 5 times nothing they play games customer service will not let you speak to a manager to discuss complaints they hang up on you they have people that don’t speak English good answer the phone be rude and never give you a customer service manager they hang up on you or put you on the customer service line for someone else to deal with and they actually show where since November 2022 to February 2023 my camera has been off line go out over 10 times my camera smoke come from it and it makes funny noises and repeat itself talking version goes out and start smoking and make noises I’m so tried ofVivint services there unprofessional and they never let you speak to a manager at all hang up the phone on you terrible while I’m a paying customer please resolve this issue for the last time thank you.Business Response
Date: 02/29/2024
February 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: October 14, 2016
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 his doorbell goes out repeatedly. He states he has attempted to get assistance several times without receiving a resolution. Mr. ***** states the camera has smoke come from it and makes weird noises. Mr. ***** desires a replacement.
A Vivint representative has attempted to contact Mr. ***** via email in efforts to resolve this matter. Vivint offer a technician free of charge to replace the doorbell camera free of charge.
Vivint’s records indicate that Mr. ***** signed a Purchase and Service Agreement (“Agreement”) on October 14, 2016. On February 14, 2024, Mr. ***** notified Vivint that his doorbell camera was making noise and requested a technician. Vivint’s notes show that Mr. ***** stopped responding in the interaction.
With the provided information Vivint offers a technician free of charge. Mr. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/05/2024
I agree with the deal new door bell camera and technician for free Vivint satisfied thank you I love the BBB.my Hero.Initial Complaint
Date:02/26/2024
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.
On January 10, 2024 My bank account was charged $316.12 by Vivint Smart Home. When I called them to request information, I was told that I ordered Smoke and Carbon Monoxide system. I certainly did not order and never received this equipment. I have been requesting a refund of my money since then and have not been received same. They keep insisting that the equipment was delivered and installed. The technician, ***********************, who came out to repair a sensor that had fallen off, told them in my presence, that I did not place that order and he never installed this equipment but they are still insisting that I ordered and received this equipment. I need help getting my money back.Business Response
Date: 02/29/2024
February 29, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21350068
Complainant: ****** Coore
Vivint Account #: *******
Date of Agreement: June 9, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to CUSTOMER and a resolution has been agreed upon. At this time, Vivint has agreed to provide a refund of $153.00. ************** can expect her refund to arrive back in her checking account within the next 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: 02/29/2024
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:02/26/2024
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 December 2023 a Vivent salesman came to our home, selling the vivent security system. My husband bought the equipment and within two weeks the equipment started giving us problems, with the outdoor cameras not working right. My husband had to keep rebooting the system. On February 26th, 2024 t o called Vivent to cancel our service. I was told that we had to pay off the equipment before we could cancel which is about $3300.00. We were told that we ******** Vivent for the services by the salesman, instead we pay Vivent for the monitoring and Citizens for the equipment. I talked to Citizens who said ****** has to come and get the equipment. The equipment doesn't work properly and hasn't since a week or two after the equipment was installed. All Vivent tells us is to reboot the system or they can send a technician out. My husband has rebooted the system numerous times, it is a faulty system. They system isn't very good.Business Response
Date: 03/06/2024
March 6, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21349121
Complainant: *************************
Vivint Account #: ********
Date of Agreement: December 5, 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 schedule a Smart Home Professional to remove the equipment. Once removed, Vivint agrees to cancel with forgiveness both the monitoring service agreement and equipment line of credit with Citizens. ******************** 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:02/26/2024
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 cancel my service with them since November 17, 2023. I was told my account would cancel in 30 days and have no active account. I paid off my contract and equipment on November 17 with them. Fast forward to February 26, 2024 and I have paid an additional $80 in service bills and have another $40 bill that I received today from them. I have called numerous times and they say "we can see your cancellation information and it's in the queue, we'll escalate the issue" The escalation isn't working. I was told by a supervisor last week that they would send a request for how I'd like my refund within the week and nothing. I'm currently on hold again trying to get a status update and it's the same things over and over.Business Response
Date: 03/01/2024
March 1, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21348855
Complainant: ****** Sanders
Vivint Account #: *******
Date of Agreement: May 16, 2019
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:02/26/2024
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.
Since we purchased this camera, sensor, and alarm system we have had nothing but consistent issues, whether it be the app glitching out and constantly having to restart or uninstall and reinstall, to the cameras just randomly stop working which then we have to contact IT for them to tell us to uninstall the cameras and reinstall them on the panel. The panel glitches and freezes up as well. You cannot view the cameras from your computer, only from the app and when you actually need to download a clip from the *** playback there is no sound to the clip making it useless. You contact their support staff via chat and their recommendation repeatedly is to reboot, keep trying, uninstall and *********, nothing works. Its useless and the worst part is you are stuck in a contract and paying for a product/devices that don't work, and no help.Business Response
Date: 03/01/2024
March 1, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21339986
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 21, 2022
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 complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost. ************** 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:02/24/2024
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 were told by a vivint rep that we would get service for only $14.49 monthly only to find out 180 days later that a credit check was ran and I was in a 60 month equipment contract that I was never told about. I tried canceling with citizens bank and vivint but had no success. This should be an illegal practice. I did not contract with citizens bank or agree to pay for any equipment. I was told by the representative that I would be paying $14.49 a month only. I'd had 6 months of late payments with citizens because I didn't even know I was under contract with them and they didn't even have my correct information to contact me. They agreed to remove the missed payments but I'm still stuck in a contract that I didn't sign up for. Only reason I've continued to make payments is to keep my credit profile in good standing. I want to return all equipment and cancel the contract with vivint. They knew they was wrong which is why they removed the delinquency. But they won't release me from the contract. I need help.Business Response
Date: 03/01/2024
March 1, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21341444
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: April 28, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he was not aware of a 60-month equipment contract with ************** He further explains that he only got services for $14.49 and then after 180 days, he found out about the credit check for the equipment loan. **************** desires a refund and cancellation.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve his concerns.
Vivints records show that **************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $14.99, and total equipment fee of $2,618.79 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on Mr. ******* representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
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:02/24/2024
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 all my smoke detectors go off and fire in my kitchen and no call from Vivint to see if we were ok. When I called Vivint I find out that they are not monitoring my smoke detectors. I asked why was that. I was told I had to purchase their smoke detectors In order for Vivint to monitor my home. I find out after three years my home is not fully protected. I was never told that my home was not monitored for smoke detectors. Now I have to check to see if they respond if an alarm goes off. I want out of my extended contract and a refund if possible. If I had know this I would have never chosen Vivint. I want extended service cancel and I am going to tell the whole community to check their system also.Business Response
Date: 03/04/2024
March 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21340680
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 6/15/20
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 her agreement without penalty. **************** will remain responsible for any outstanding equipment loan but has no further obligation to Vivint. **************** 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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