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
- 8,552 total complaints in the last 3 years.
- 3,052 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:10/21/2025
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 asked Vivint to cancel my account and they gave me the run around since 2024, I just had to pay all of that $400+ because someone on THEIR side didn’t do the right thing. It was a literal push of the button that cost me my money.
Business Response
Date: 10/25/2025
10/25/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ******** and appreciates the opportunity to respond.
We have made three attempts to contact them via phone and email; however, we have not received a response.
To further address this matter, they may contact Vivint’s representative with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/21/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was cohersed into a 5 year contract where i was told i would only be paying for the service on the security system, Turns out they opened a 6000$ Line of Credit on my name without explaining it to me they TANKED my credit and then they didnt even have me on site to install it which is against their own policies I tried working it out through them but they kept telling me as long as someone 18 was there thats all they needed I know it isnt true I cannot afford the 140$ a month its costing me when i was told it was going to be more like 70-80 a month I just want them to come get their equipment and release me from the contract and refund me my money I didnt agree to be lied toBusiness Response
Date: 10/28/2025
10/28/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24044861
Complainant: ***** *******
Vivint Account #: ********
Date of Agreement: 7/4/2025
To Whom It May Concern:
I have reviewed the information provided by ***** ******* and appreciate the opportunity to respond.
In the complaint, ***** ******* states they were not made aware of the line of credit associated with the services.
Vivint’s records indicate that ***** ******* signed a Purchase and Services Agreement on 7/4/2025. Vivint’s records show ***** completed the V-sign survey, which details the terms of the line of credit; this includes the length of the agreement as well as the payment associated with the line of credit. Our Compliance team has reviewed our authentication process and confirmed all paperwork was sent to *****' primary contact information.
A Vivint representative has attempted to reach ***** ******* to assist with this matter via phone and email. After reviewing the account, Vivint agrees to downgrade the equipment with a refund to the line of credit, in addition to applying a credit to the monthly monitoring service bill for 6 months.
We have also provided our legal team contact information, as the customer has expressed they would like to consult an attorney.
To resolve this matter, Vivint agrees to the resolution as stated above. ***** ******* 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/30/2025
Complaint: 24044861
I am rejecting this response because: No meaningful changes has been made I was still coerced into this contract under false pretenses I’m discussing with my family on what to do next but I’m not happy that Vivint response is “well you signed the contract” Yes but I was LIED to.
Sincerely,
***** *******Initial Complaint
Date:10/21/2025
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.
About 3 years ago, we had solar panels installed on our house and the solar company had made arrangements with Vivint to setup an account that the solar company would pay for for 3 years. We were not excited but thought it was an okay deal and had the Vivint equipment installed by “experts” and connected. The first time we opened the front door, the sensor broke off because it was installed in such a way that the top of the door hit it and tore it off. After about 2 weeks, the motion sensor by the back door just fell off the wall without anyone touching it. The “smart” thermostat was just left in the box for us to install ourselves and it was such a clunky interface that everyone hated it and I replaced it with a different one after about a month. We had people from Vivint contact us a few times in the 3 years to ask how things were, and we told them about the problems each time but never had them follow up and resolve any of the problems. At the end of 3 years, a representative of Vivint came to the house and asked how things were, and we told him about the problems and said we wanted to cancel because there was absolutely no way we wanted to pay for such garbage that never really worked right and he said that was no problem because the solar guys were making the payments and he didn’t see anything to show that it would ever end. But a month later when I was looking at our bank account, there was a charge of $47.14 taken out by Vivint. I called them and was on the phone for 45 minutes getting transferred a bunch of times and having to dig up the “code word” from 3 years ago before they would transfer me one more time to someone who would waste a lot more time trying to get me to not cancel by offering lower payments and telling me how important security was, etc. until I finally just said “I am done!” and he finally said he would cancel it. But lo and behold, the next month another $47.14 payment was taken out by them. I want my $94.28 refunded immediately!Business Response
Date: 10/28/2025
October 28, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ********** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/20/2025
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.
On June, 2025 two sales people came to my house, working for Vivint Security. They asked me about my service and told me about Vivint. My service did not have ring door bell and I wanted it. We talked and I told them I could not change my service because I was under a contract. He told me that"s no problem because they would pay my service off. I called my service to find out how much money I owe them and it was $2600 and some change and I told them I would like to cancel my old service he asked me could he talk to my service and I gave him the phone he got on the phone and told my service he was my grandson and would he text all information to him. I asked him why did he lie about being my grandson and he said it do not matter. Told me my bill will be $63.00 per month, bill was also 59.00 . 8/2025 car rain in my yard knocked down my tree camera did not show it at all Police asked me what kind of service did I have. Only paid $1000 to my service and left me owing them $1600 called them about the car they sent someone on 9/19/25 the tech told me the service was not installed right I told him to leave it alone I will cancel the service. I had to compromise with my old service and pay them $800.00 kept them from taking me to collection and I tried to talk to vivint and asked them why did they scam a 85 years old lady living on a fixed income lost my husband and two childrens and I told them I was going to contact the BBB he asked me did I need your number.Business Response
Date: 10/27/2025
10/27/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24041514
Complainant: ******* *******
Vivint Account #: A-********
Date of Agreement: 5/29/2025
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 issue an $800.00 credit, which will be refunded via check. Additionally, a $25 credit will be applied to the account for the next 12 months, and a technician has been scheduled to address the system issues. Ms. ******* may contact Vivint’s 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionCustomer Answer
Date: 10/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24041514, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:10/20/2025
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.
Date of transaction: July 18,2025
I have had the security system since then and I realized that the service was slow. The system was slow to respond and slow in showing live footage. We spoke to the salesman and he suggested getting faster internet (we did). The results were the same after upgrading the internet, no improvements on the lag in the equipment and software.
We were told that we would be pay approximately $100 per month then our bill would be reduced to $70 per month. However today, Oct 20, 2025. I was made aware that I owe Vivint money for monthly fee. I was only paying for the equipment. That was not I agreed upon. The bank that the equipment is financed through told us to tell Vivint we would like to cancel and they should refund, however Vivint refused unless I pay over $1500 in fees. The bank said I should not pay that amount.Business Response
Date: 10/27/2025
10/27/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: A-********
Date of Agreement: 7/18/2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In the complaint, Ms. ******* stated that she was informed she would only be responsible for payments toward the equipment and was not made aware of any monthly monitoring fees. She advised that monthly monitoring was not part of the agreement. Ms. ******* is requesting to cancel the account and receive a refund for the equipment
Vivint’s records indicate that Ms. ******* signed a Purchase and Services Agreement on 7/18/2025. Vivint’s records show the V-sign document was signed by Davaska Smith on 07/18/2025, at 7:30pm.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint agrees to schedule a technician to assist with system issues, cover the $108.20 outstanding balance on the account, waive the $15.00 monthly camera fees and apply a $10 credit to the account for the next 12 months.
To resolve this matter, Vivint agrees to the resolution as stated above. 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/20/2025
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.
After being put through the ringer of talking to call center reps and being transferred back and forth about canceling my service i have had 0 resolution, I have exclaimed to them (at least 5 people) that i can no longer afford the system, the payments, nor the service. I just want to be out of the contract i was never explained. I was roped into a 5 year contract that was never explained to me. now to buy out the contract i need to come up with $1400 (50% of the $2800) just to get out. I had explained that i can not afford the buyout of the contract, nor can i continue paying for the services. I finally got through to someone who would show me sympathy but he was unable to come up with a resolution for my situation. And the $1400 doesnt even include the astronomical pricing of the equipment which is another $2900 that i dont have. I would not suggest this company by any means and would steer people in a different direction.
All I am asking for is a straightforward cancellation and written confirmation that my account has been closed and no other fees or payments will be taken from my accounts.Business Response
Date: 10/29/2025
October 29, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ******** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24041084, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
Date:10/20/2025
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.
We switched from ADT to Vivint after the sales representative told us Vivint would buy out our ADT contract. Our sales representative failed to do his part and I have now had to go back and forth with Vivint since getting our equipment installed on 27 September about the buyout. When asked to cancel, they continue to give me run around or threatened we have to pay a cancellation and uninstallment. We would have never agreed to proceeding with Vivint had it not been for a buyout they are failing to pay for or remedy.Business Response
Date: 10/24/2025
10/24/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24040956
Complainant: **** ******
Vivint Account #: A-********
Date of Agreement: 9/27/2025
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 award Ms. ****** the remaining $720.00 for the Buyout. Ms. ****** may contact Vivint’s representative directly if HE/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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 11/02/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24040956. They have communicated that we are awaiting a solution on the payment for our buyout agreement. I am still pending how to pay for the contract buyout and am NOT completely satisfied until such point its paid for. If it isn’t resolved in approximately another week, I will be filing another complaint.
Sincerely,
**** ******Initial Complaint
Date:10/20/2025
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.
I have been a loyal customer to ********************** for ** years. I fulfilled the contract requirements that paid for the equipment Vivint provided for my home. The equipment we have is outdated and had been faulty, going off at random times. The solution to this is to obtain new equipment with a new contract. We are currently building a new home in a rural area, and I am unsure of the quality of WiFi we will have at our new home, and because of that, do not wish to obtain new equipment until we move and see how the service works to sustain smart devices. I had my ********************** account set up to draft our monthly bill (which is month to month and drafted a month ahead of the service dates). Upon losing my debit card and the bank issuing me a new card, Vivint began calling to collect months of service. They were billing for August and September which would be for service for September and October. I called them October 1 to explain everything and ask them to cancel our service. They did not cancel it, requiring I give them 30 days and agree to owing for the service in the mean time even though they confirmed we were month to month. I paid the August bill but refused to pay September (October), and they are threatening to send us to collections. I just want them to stop harassing me and I want to make sure they have no recourse for seeing us to collections. Please advise.Business Response
Date: 10/21/2025
10/21/25
Better Business Bureau of Utah 3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 24038691
Complainant: ***** ****
Vivint Account #: *********
Date of Agreement: 7/19/2017
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, process a credit in the amount of $107.23 and Ms. **** will receive a recurring $15 credit for 24 months. Ms. **** 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: **************, ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/22/2025
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:10/20/2025
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.
I recently moved and had a Vivint technician reinstall my old equipment. Vivint changed me for window sensors that were never installed. The technician was extre***y rude to me; he did not clean up after himself and left my toilet clogged. Also, the installed cameras keep going offline randomly. Additionally, Vivint doubled-charged me for my monthly subscription after the move. I have two tickets open and was promised that this would be resolved in a couple of days. This SLA has passed, and Vivint has issued no refund. I have called them 3x times and keep getting transferred to different departments.
I need the overages paid back to me immediately, and my previous monthly subscription before the move restored (FYI - I did not make any changes to my equipment or subscription).Business Response
Date: 10/27/2025
October 27, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24037704, and find that this resolution is satisfactory to me.
Sincerely,
*** *****Initial Complaint
Date:10/19/2025
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 was never really satisfied with my home unit. It was always malfunctioning. They convinced me to upgrade the panel to fix it, that didn’t work. I only kept the subscription going for the doorbell camera. When I sold my house I called to cancel my service and they told me I had several years left on the new contract I signed. I told them I wasn’t ever satisfied and would never sign a new contract. They produced a forged contract saying I gave them permission to sign and still trying to hold me to that. I’ve called numerous times trying to resolve it and plan to take it to court because their legal team will not contact me to resolve this issue. Your company lied and it’s time to do the right thing to keep it from going to a trialBusiness Response
Date: 10/28/2025
October 28, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ******* and appreciates the opportunity to respond.
We have contacted him, and are currently working with Mr. ******* towards a resolution. Vivint's representative is reviewing previous calls and will update Mr. ******* with the review results.
If he has any questions or concerns, he may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
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