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
- 8,159 total complaints in the last 3 years.
- 2,881 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:07/23/2025
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 system since 2017. I have had some issues. Today I called about an ongoing issue and the customer service person told me that my sensors are not capitable with the Vivint system that I have had all of these years. This means I have paid Vivint monthly for a security service that is not completely secured. They have been taking my money, and not properly monitoring my home with the system they know I have. They have came out for repairs, upgrades, and monitoring issues. Not once did anyone mention my sensors were not compatible until today. They now want me to upgrade. The problem is I have been paying them since 2017 for a service they were not fully providing. 45
Business Response
Date: 07/31/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* requested replacement of her existing sensors with Vivint-branded sensors due to concerns about potential security issues if the current sensors fail to function properly with the system. Vivint’s records confirm that while the current sensors are operational, they are not Vivint-manufactured equipment.
A Vivint representative has attempted to contact Ms. ******* via phone and email to assist with this matter. After reviewing the account, Vivint is prepared to offer five door/window sensors at no cost, including free installation, pending account verification and acceptance by Ms. *******.
To resolve this matter, Ms. ******* may contact Vivint’s representative directly to proceed with the proposed resolution or to address any additional 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 - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:07/23/2025
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.
Had a Vivint sales rep come to my house and talk to be about services they offered. When discussing plans and equipment I was told everything was month to month which now months later I am finding out is a 5 year contract. When filling out information I was given a credit form which I was told would only be for information. Come to find out weeks later I now had a fortiva credit line that I never wanted in the first place and would have declined services if I knew a credit account would be opened in my name. When the tech was here installing all the equipment he mentioned a option to add to my plan for a increased monthly cost that would allow me to have equipment moved at no charge since I was going to be maybe moving in a year. Now comes the time to move and they are wanting to charge me a total of $300 to have the equipment moved. I feel like I was lied to avoid the entire process from the start. When calling to cancel the plan it is all about upselling me more equipment and not helping a customer out that was lied to by a sales rep. Seems like nobody actually knows what the process is and just wants to take advantage of people and take their money.Business Response
Date: 07/31/2025
Vivint Account #: ********
Case #: *********
To Whom It May Concern:?
I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond. ?
In the complaint, Mr. ********* has requested the cancellation of his account and his loan due to being misled during the sales process. ?
A Vivint representative has attempted to reach Mr. ********* to assist with this matter via phone and email. After reviewing the account, it has been determined that the length of Mr. *********'s term was stated in his Purchase and Services Agreement. The line of credit with Fortiva was acknowledged in Mr. *********'s pre-install survey. If Mr. ********* has any evidence supporting his claims such as texts, calls, emails or any other evidence, he can send them to Vivint's representative and Vivint will review them and reevaluate accordingly. At this time, Vivint is prepared to offer three different options to Mr. *********: 1). Provide a move of his system at no cost. 2). Help in the process of an account takeover. 3). Help Mr. ********* through the standard cancellation process. Mr. ********* has the BUYOUT PROMISE policy, which comes with two different options if he is wanting to cancel. 1). If Mr. ********* has paid off his equipment and has proof of this, we can cancel Mr. *********'s account without any extra fees. 2). If he is not wanting to pay off his equipment at this time, Mr. ********* will still be responsible for his equipment and would pay half of the remaining months of monitoring to end his term at Vivint. These options are pending account verification and acceptance by Mr. *********.?
To resolve this matter, Mr. ********* may contact Vivint’s representative to proceed with the proposed resolution. Mr. ********* may contact Vivint’s representative with any questions or concerns he may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?or fax number: ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 08/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23643068, and find that this resolution is satisfactory to me. I would like to continue with option 1. I have no problem with the service itself. Just was told one thing and another happened which was misleading
Sincerely,
******* *********Initial Complaint
Date:07/23/2025
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 camera is always off line especially when I leave my home and when I get home things are missing and when my system is armed when I open the door the alarm does not go off and the customer service reps you can’t not understand them and some of them don’t no how to fix the problem 1Business Response
Date: 07/30/2025
Vivint Account #: ********
Case #: *********
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond. ?
A Vivint representative has reached out to Ms. ******** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a technician visit at no cost to Ms. ********. Ms. ******** may contact Vivint’s representative directly if there are 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 - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:07/23/2025
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 July 11,2025 a salesman from Vivint came to my house. I told him I was not interested, he want some water so I gave it to him. We talked and I ended up listening to his talk about the company. After showing everything and the price I told him it was to expensive. I did get the doorbell camera and two doors to monitored when opened. It was not made clear to me that I was going to be retail credit from Fortiva. I was trying it for 3 months if I wanted to cancel I could. That night after 9:00 they show up to put the system in. On July 12th sale person showed up to show me how to use the system panel. At the time I told him I was not want to to this. He kind of blow me off. I had informed him at that time one of the door sensors was not working. He move one of the sensors and it work for another day or so. July 14th called the company and told them I wanted the system out, an appointment was made for 7/17 between 8-12 no on showed up. I have written to the CEO of the company. 7/19 Call the company again he said he set up for a call back on 7/21 this never happened. 7/22 Called again to talk about the Fortiva said nothing was said about this loan type of thing I was under the impression I would pay with my Credit card. ******** tried to get me to someone in customer loyalty, she had to schedule a call back for the next day or two. I have stay in contact with sales person by text not much help. I just want to have the system out and pay nothing. first month was 1.48 which Brock said if I canceled I would get it back. I was told total is what I would pay over 5 year. If I kept the system.Business Response
Date: 07/29/2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ********** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ********** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account. Ms. ********** may contact Vivint’s representative directly if there are 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 - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:07/23/2025
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.
Over four months ago, we move our security of our home to ASG security. We cancelled our Vivint subscription as soon as we were set up with ASG. We called them to cancel and were told we would be cancelled, but that has not occurred. We are continuing to be billed through my checking account for their services. The customer service we have been given is extremely bad. I did not mind paying for the one month during the change, but it has continued for the last three months. They said they would not return our money. I have also added the fee I will be charged to get this cancelled through my bank. My charge each month is $57.14*3=$171.42 Plus fee for cancellation at bank $27.00. Total $198.42Business Response
Date: 07/30/2025
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******* and a resolution has been agreed upon. At this time, Vivint has agreed to expedited the cancellation process, and a refund of $198.42. Mr. ******* may contact Vivint’s representative directly if there are 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 - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:07/22/2025
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.
Vivint's predatory practices are insulting and egregious especially when it comes to Veterans and senior citizens like myself, I've been passed around the various departments to no avail only to be told that it would take 30 days to cancel my account, meanwhile Comcast, Citizen Gas and other utilities have been extremely accommodating completing my request for cancellation in a matter of minutes. I'm scheduled to relocate to Georgia on the 1st of August and wanted to close my banking here however because I have no ideal when Vivint is going to send the last bill I'm in a holding pattern and definately wouldn't want to provide them with any future banking information after my experiences with this company. Previously with I entertained that ideal of moving the equipment I was met with up-selling and prices extra that the company was trying to hawk, I'm a Veteran with PTSD and the pressure made me decide to just leave the $1500-2000 worth of equipment in the townhouse and start from scratch. I no longer wanted to deal with their predatory practices. I only want confirmation of my cancellation of service for 1 August 2025. thank you.Business Response
Date: 07/29/2025
Vivint Account #: S-*******
Case #: CA-*********
?????? ?
To Whom It May Concern:?
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** requested cancellation of his Vivint services effective August 1, 2025, due to an upcoming relocation to another state.
Vivint’s records indicate that the cancellation process had already been initiated and was scheduled to be completed within the standard 30-day cancellation period, following company policy.
A Vivint representative has attempted to contact Mr. ****** via phone and email to assist with this matter. Following a review of the account, Vivint has escalated and confirmed that the service cancellation and account closure will be completed on August 1, 2025, as requested.
To resolve this matter, Mr. ****** may contact Vivint’s representative directly with any questions or concerns regarding the cancellation or next steps.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?, or fax number: ***** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 07/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23639810, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:07/22/2025
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.
Door to door salesmen with aggressive sales tactics took my social security number and tried to run a line of credit through my wife’s nameBusiness Response
Date: 07/29/2025
Vivint Account #: ********
Case #: *********
???????
To Whom It May Concern:?
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond. ?
In the complaint, Ms. ***** has requested the cancellation of their account due to a bad sales experience and technician visit.?
A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to reschedule Ms. *****'s equipment pull appointment with a different technician. Ms. ***** may contact Vivint’s representative directly if there are 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 - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:07/22/2025
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 06/27/2025, I signed Vivint's Release for damage in the amount 300.00 with claim#:CA-*********. I was told the funds were processed tomy debit card on 07/01/2025. I have not received the funds in my checking the debit card is connected to. I have emailed several times with the Executive Office without any resolution. Since Vivint did not follow through the release is void, I would like the full value of the repair in the amount $600.00.Business Response
Date: 07/30/2025
To Whom It May Concern:?
I have reviewed the information provided by Ms. ********* and appreciate the opportunity to respond. ?
In the complaint, Ms. ********* has requested a $300 refund due to a delay in receiving the refund
Vivint’s records show that the $300 refund was sent on 7/22/2025
A Vivint representative has attempted to reach Ms. ********* to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer clarity on the account, pending account verification and acceptance by Ms. *********.?
To resolve this matter, Ms. ********* may contact Vivint’s representative to proceed with the proposed resolution. Ms. ********* may contact Vivint’s representative with any questions or concerns he may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** ******or fax number: ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:07/22/2025
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 back and forth with Vivint customer service about ta refund, They have given me the run-around now for the last three months. They have charged me for a system i cannot use due to a lighting storm in which fried out my camera system. They were called several times with appointment they did not show up for nor never called to verify or cancel. This has been a roller coaster of BS and they owe me $271.58. I canceled twice and was charged twice with an upgrade of protection on my already broken cameras.Business Response
Date: 07/28/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
I have reviewed the information provided by Mr. ********** and appreciate the opportunity to respond.
In his complaint, Mr. ********** requested a refund due to equipment failure that rendered his system unusable for two months. Vivint’s records show that Mr. ********** attempted to cancel his account in May 2025, citing equipment failure caused by a lightning strike. However, the cancellation process was delayed, and the account remained active until July 22, 2025.
A Vivint representative has made multiple attempts to contact Mr. ********** via phone and email to assist with this matter. After reviewing the account, Vivint has processed a refund of $271.58 to account for the service disruption caused by the equipment failure.
To resolve this matter, Mr. ********** may contact Vivint’s representative with any questions or to confirm acceptance of the proposed resolution.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?, or fax number: ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:07/22/2025
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.
7/22/2025
Two days I have tired to call and cancel my service with Vivint. We have gotten passed around to three different people the first time and on hold with nothing completed day one 7/21/2025 1.5hrs and zero accomplished was told to call back tomorrow.
7/22/2025 called back 46.5 mins on hold and and passed around with zero success again!
It’s like you just can’t cancel service with them. There is always someone else higher to speak too! And you just get put on hold over and over and over again!Business Response
Date: 07/30/2025
Vivint Account #: *******
Case #: *********???????
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond. ?
In the complaint, Ms. **** has requested the cancellation of her account due to spending hours on calls with extended holds and no resolution.
Vivint’s records show Ms. **** called on July 21 and 22, however Vivint Representatives have noted long hold times to be transferred to the correct departments to process the cancellation.
A Vivint representative has attempted to reach Ms. **** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to initiate the cancellation process upon payment of the Early Termination Fee (ETF) and submission of a Notice of Cancellation (NOC), pending account verification and acceptance by Ms. **** and the contract signer.
To resolve this matter, Ms. **** may contact Vivint’s representative to proceed with the proposed resolution. Ms. **** may contact Vivint’s representative with any questions or concerns she may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?or fax number: ***** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions
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