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
- 8,562 total complaints in the last 3 years.
- 3,056 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:09/15/2025
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 name is ***** ******, and I am requesting the immediate cancellation of my Vivint contract due to serious misconduct by your sales representative.
The salesperson misled me in multiple ways:
• He failed to disclose warranty information.
• He misrepresented my right to cancel the contract, including not informing me of my 3-day right to cancel under Arizona law. He gave me a 30 day trial.
• He misstated the length of the contract and your early cancellation policy.
• He ran a credit check without my knowledge or consent.
• He enrolled me in a line of credit through Fortiva Retail Credit without my authorization or informed consent.
These actions are not only unethical but potentially illegal under the Arizona Consumer Fraud Act and the Fair Credit Reporting Act (FCRA). This has now negatively impacted my credit report and financial well-being.
Business Response
Date: 09/18/2025
Vivint Account #: S-********
Case #: CA-*********
To Whom It May Concern,
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******, and a resolution has been discussed. At this time, Vivint respectfully requests that Ms. ****** submit any supporting documentation regarding the alleged misconduct by the Vivint representative, including evidence of the promised 30-day trial period and any materials related to her right of rescission. Vivint will also contact the Sales Representative to verify the 30-day trial promise and will follow up with Ms. ****** for feedback within four business days.
In the absence of such documentation, Vivint offers the following resolution, pending account verification and Ms. ******’s acceptance:
Reduce the monthly monitoring rate from $89.47 to $56.47.
Apply a recurring credit of $25 for 24 months, effectively reducing the monthly rate to $61.47, resulting in a total savings of $600.
Apply a one-time credit of $518.82, equivalent to six months of free service.
If Ms. ****** chooses to proceed with cancellation, the account will be closed in accordance with the terms of the agreement, and an early termination fee will apply.
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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/20/2025
Complaint: 23886890
I am rejecting this response because:I never agreed on my credit being affected and signing a 5 year contract for service. I contacted the sales rep and he is no help. The cameras were a bad installation with poor quality. Nobody on their team seem to be helpful and they have hundreds of complaints regarding the same thing.
Sincerely,
***** ******Initial Complaint
Date:09/15/2025
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 September 15th a Vivant representative named ***** (to the best of my knowledge) came to my home to sell services. Our neighborhood is clearly posted as a non-soliciting area, and he was standing less than two feet from a posted sign at my property line.
I kindly informed him that solicitation is not permitted in our neighborhood. Instead of leaving, he turned around and started walking away but then claimed he had a permit when I asked. He immediately went to a neighbor’s house to solicit services despite being informed it is not permitted.
This behavior violates our posted neighborhood rules and disregards residents’ rights. I have contacted the police to press trespassing charges because of this incident.
I am filing this complaint to ensure Vivant is aware of and addresses this issue promptly. Solicitation in clearly posted non-soliciting areas should not be tolerated.Business Response
Date: 09/16/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern,
Thank you for the opportunity to respond to Ms. ****** W’s concerns.
In her complaint, Ms. ****** W requested no further contact from Vivint due to persistent and unwelcome solicitations, despite clearly posted non-soliciting signage in her neighborhood.
A Vivint representative attempted to reach Ms. ****** W by phone to assist with this matter. Unfortunately, we were unable to follow up via email due to the absence of an email address on file.
Vivint has taken action by adding Ms. ****** W’s contact information to our Do Not Call/Knock list to prevent any future outreach to her home.
If Ms. ****** W has any questions or concerns, she is welcome to contact her Vivint representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/15/2025
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 unaware with the contract that was with ******* the sales rep ****** misinformed me in order to make a sell, He told me everything that I was doing was being handled by Vivint, And that my new bill would be $78.00 a month and he also presented a laminated sheet stating that. Also he told me that they would buy out ADT that was the service I had before. Never the less that did not take place he placed a phone call before me like he was talking to ADT and it turns out that was a lie. I have been contacting Vivint since **** regarding this issue. I received fake promises of a call back and that this matter would be handled, No results. Unfortunately ****** knew I was handicapped and unable to see and read properly he had me to sign forms and stated congratulations you have been approved, And Fortiva was never mentioned throughout our conversation. Now my credit score reflects this damage and it has dropped over 100 points for an unpaid balance. Now I have 3 bills: ADT, Fortiva and Vivint. I am on a fixed income, I don't know what to do please help me. I have been talked to in very unprofessional manner by the **** when i called in, and they told me to just deal with it.Business Response
Date: 09/19/2025
Vivint Account #: ********
Case #: 174771999
???????
To Whom It May Concern:?
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond. ?
A Vivint representative has reached Mr. ***** and has discussed his experience so far at Vivint. After reviewing the account and situation, Vivint is prepared to offer the following options to Mr. ****** 1). Reducing his equipment loan by $1000, 2). Reducing his monitoring rate each month to $39.99 plus taxes and fees, 3). Downgrading some of Mr. ******* equipment to reduce the loan amount, 4). Help process Mr. ******* trial period cancellation of his account. These options are pending Mr. ******* account verification and acceptance.Vivint's representative is also looking into if there is anything she can assist with in regards to his credit score change. Vivint's representative will update Mr. ***** on Tuesday. ?
Mr. ***** may contact Vivints 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: **************, ********************** Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions?Initial Complaint
Date:09/15/2025
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.
Vivint locked me into a contract and won't let me to end my contract. They opened a line of credit in my name without fully disclosing that information and I now have a $3,000 debt on my credit report. I want to end my contract but they are stating that I have to pay off the equipment before I can end my contract and I don't think this is fair. I spoke with someone in the Philippines who was incredibly rude. I mentioned reporting them and she changed her tune but was still unhelpful.Business Response
Date: 09/17/2025
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 to cancel the account due to an open line of credit.
Vivint’s records show Jaleel Bryant signed the V-sign on 04/25/2025, 4:16 PM to start the installation process.
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 to 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/15/2025
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 started with Vivint Home Security in May of 2017. I have recently moved into a new home and wish to cancel my service. I was then told that I was in a contract until 2028 and if I wanted to cancel, I would have to pay over $1k. I was unaware of such a contract and after reviewing the purchase and service agreement, it states that my services started in July of 2023. This is incorrect information and I did not have any services, or equipment, installed that year. I also did not sign for a new contract either.
I am completely unaware of this "new" contract agreement, the signature used is not my "wet" signature nor did I sign anything electronic. I believe that this company electronically signed me into a new/extended contract without my knowledge. I wish to have this contact nulled without penalty.Business Response
Date: 09/17/2025
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 account cancellation without penalty, stating she was unaware of a contract beginning on July 24, 2023, and ending on July 24, 2028.
Vivint’s records confirm that a panel upgrade was completed on July 24, 2023, which initiated a new service agreement extending through July 24, 2028.
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 the following resolution, pending account verification and Ms. *********’s acceptance:
1-Monthly Rate Reduction: Reduce the monthly service rate from $72.13 to $39.99 (excluding taxes and fees) for the remainder of the contract.
2-Recurring Credit: Apply a $30 monthly credit for 24 months, totaling $720 in savings.
3-Early Termination Fee Split: If Ms. ********* chooses to cancel, Vivint will split the $1,056.38 early termination fee, with Ms. ********* responsible for $528.19, and Vivint covering the remaining $528.19.
To resolve this matter, Ms. ********* may contact the Vivint representative directly to proceed with the proposed resolution. She is also welcome to reach out with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 09/17/2025
Complaint: 23885039
I am rejecting this response because: The new equipment was a replacement for a faulty unit; however, I was not notified, nor explained, that I would be signing into a new contract. The only terms that were explained to me (via phone) was the 'extra' service I elected for, which was an additional $10 (roughly) per month for a technician to come to my home when needed (troubleshooting) without having to pay additional service fees. In no way, was a contract extension (or new) explained during this time. The technician who was in my home this past July also did not explain anything in regard to this contract.
I was signed up for a new/extension of a contract without my knowledge and I am requesting that Vivint cancel my service without any early termination fee. I wish to no longer keep this service.
Sincerely,
********* ** *******Business Response
Date: 09/18/2025
Vivint Account #: S-********
Case #: CA-*********
To Whom It May Concern,
I have reviewed the information provided by Ms. ********* and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. *********, and a resolution has been agreed upon. Vivint has confirmed that the account will be cancelled and the early termination fees will be waived.
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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/22/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23885039, and find that this resolution is satisfactory to me. My Vivint account will be closed/canceled and the early termination fee will be waived.
Sincerely,
********* ** *******Initial Complaint
Date:09/15/2025
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.
This business originally told Me I would only be charged $8 a month. I ended up being charged over $32. When I called they said I had signed up for something additional which I did not. I asked to then cancel and proceed with a refund. The refund never came and I in fact ended up being charged again. I called and they assured me it wouldnt happen again, the removed my card on file, they stated they put credit back onto my account and that they would call me on Saturday so I could give authorization for them to process the refund back onto my card. No one called me Saturday. I canned Sunday and they man told me that department is closed on weekends. He said he put in to have a call back for Monday morning at 7. No one called me. I called and got through to billing after a long wait. They had no notes of my refund that was supposed to be issued. I again had to explain myself. Hopefully they were able to process the refund so I can be done. This company is terrible. I spent hours on the phones for an issue they created & then lied to me about. Its ridiculous it has taken so long for a resolution. Im hoping this last time was it.Business Response
Date: 09/16/2025
Vivint Account #: **********
Case #: CA-174664980
??????? ?
To Whom It May Concern,
Thank you for the opportunity to respond to Ms. ****** concerns.
In her complaint, Ms. ***** requested contact with Vivint regarding billing discrepancies.
Vivints records indicate that the invoices for June, July, and ****** were combined, resulting in a higher monthly charge of $32.44. Ms. ****** standard monthly rate is $14.99 for the *** $ Thermostat package.
Additionally, the Vivint Protection Plan (VPP) and Playback DVR features have been canceled and will no longer be billed, effective July 2025.
A Vivint representative has attempted to reach Ms. ***** via phone and email to assist with this matter. The combined invoice for June through ****** has been emailed to Ms. ***** for her review.
To resolve this matter, Ms. ***** may contact her Vivint representative directly. We remain available to address 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: **************, ********************** Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/15/2025
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 25, 2025, I moved and the day before had a Vivint representative remove the equipment. On separate occasions I attempted to have someone come reinstall the equipment, but no one ever called to confirm an appointment, so at that point I requested my account just be cancelled since my original contract already came to an end. With the INSTALLATION at the NEW address, a new contract for one year should have gone into effect for a lower monthly rate. Without being able to use the services, I should not be charged a monthly service fee, and a contract should not have even gone into effect. I called several times over the last two months and was told that they were cancelling the contract and refunding my money. They never did either. Today I was contacted for an overdue bill, a bill that is for services I have not used since moving, that I informed them I will not pay. When asking to speak to a supervisor, they just told me it wasn't possible because they were on another call, I asked for the supervisor's name, and he said it was "Lovely", and they are not allowed to provide last names. The rep said his name was "******" and badge is *******, I do not believe these are their real names. A representative previously even became very rude with me for wanting to cancel and stated, "you must not care about your daughter's safety," for wanting to terminate service. I do to care for a refund, at this point I need my account closed and balance erased. This is absurd. Every time I call, I am ignored and transferred until I give up and just have to hang up the phone. This is the most unprofessional company I have ever used in my life.Business Response
Date: 09/17/2025
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 downgrade the equipment, which includes the removal of 2 outdoor cameras and 2 spotlight cameras. A technician will be scheduled to complete the equipment pull. Once this has been completed, we will proceed with submitting the request to reinstate the previous contract term, downgrade the equipment, refund the associated line of credit Lastly, Ms. ****** has decided to move forward with canceling the account. Submitting the account for cancellation will be the final step in this process. 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23884396, and find that this resolution is satisfactory to me.Just to make sure this is completely accurate, the equipment will not need to be pulled because it is already in its original packaging and is ready to be picked up. Also, with all of this I hope that the balance for the months the equipment wasn’t in use is also refunded and cleared from the account.
Sincerely,
******* ******Initial Complaint
Date:09/14/2025
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 am filing a complaint against Vivint due to ongoing failures with my alarm system since new equipment was installed in early 2024. For nearly a year, none of my automations or smart actions have worked despite countless hours on the phone, multiple technician visits, and every troubleshooting step imaginable, including reinstalling the app, resetting devices, and rebuilding smart actions. My cameras constantly disconnect, lag, or freeze; playback crashes the app; the doorbell is delayed; and two-way communication is impossible. My smart door locks frequently fail, smoke detectors have already been replaced, and DVR playback that I paid for was disabled in favor of a cloud service that does not work. I pay $9/month for replacement protection and $80/month for monitoring, yet I have no functional security system. Each time I call Vivint, I receive inconsistent information, no clear return process, and no lasting resolution. I have fast, stable internet with no issues on other devices, so this is not a connectivity problem on my end. Despite investing significant time and effort, my system remains non-operational, leaving my home unsecured while I continue to be billed for services that do not work. At this point, I have lost complete faith in Vivints ability to deliver on its promises and am seeking the Better Business Bureaus assistance in obtaining a fair resolution, including cancellation without penalty and reimbursement for the many months I have paid for a system that has consistently failed.Business Response
Date: 09/19/2025
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 assistance with fixing equipment issues or cancellation without fees due to multiple equipment failures and no resolutions during troubleshooting calls.
A Vivint representative has reached out to Mr. ******** and a resolution has been agreed upon. At this time, Vivint has agreed to resent the shipping label for a Smoke and Co detector and schedule a technician to service the system and determine if any equipment requires replacement. Additionally, Vivint has agreed to apply $10 off Mr. ********** Vivint monthly monitoring for the remainder of his term and apply a credit for three months of monthly monitoring to his account. Mr. ******** may contact Vivints 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:09/14/2025
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 8/30/25 we signed up for vivint service and was charged $3794.21 for equipment. That day we got a partial install and where told they would come back to finish. After a few calls we had set up an appointment for an install and on 9/4/25 we were charged $1607.61. When we inquired about why where charged 2 times for equipment and were charged for equipment. We were told to wait a few days and the amount may be adjusted. After my cancellation period expired we were issued a $1270.86 refund. I called again to acquire about why the refund was not $1607.61 plus the $249.99 for the item we did not get. After a few calls, customer loyalty I believe, we were told that the refund was it and we informed to get into contact with the salesperson. We contacted the salesman, ****** ******, and he said he would take care of it. Now he has been ignoring my texts. It seems to be that this company only cares about getting your money and then they are done with you. As of yet they have not provided me a detailed receipt or even a receipt of the charges or even of what was refunded. We have tried numerous times to settle this dispute to no avail and do not seem to think that vivent cares.Business Response
Date: 09/17/2025
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 a refund due to double billing for equipment and not receiving a full refund for equipment that was already installed and paid for.
A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to provide the invoice to Mr. ****** for review, a detailed explanation about Vivint's Starter Kits, three months of monthly monitoring, and information regarding the Third Party Buyout gift card. Mr. ****** has agreed to take time to review the information. 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/14/2025
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 purchased an upgraded smart home monitoring system from vivint on 8/9/25. The issue is the new hardware cost 2,139.85 this includes a smoke detector two upgraded cameras and a thermostat. The issue is the new hardware is significantly less reliable than the old hardware. The fire alarm goes off all the time without warning and you can't shut it off the cameras do not work half the time and the lights on them turn on in broad daylight. This has run up my electricity bill, when the system goes down so does my air-conditioning. The temperature here is currently in the 90s with an index of over 105F. And vivint sent out a tech but he didn't do anything because he showed up early waited for a few minutes then closed the work order. Which wasted my time and his because they do not have any techs in the area til the end of September. This is an issue because my system is not working properly and vivint refuses me credit or new hardware even with the system crashing and overall not working properly at all. 10 out of 10 do NOT recommend vivint as your smart home monitoring service, some of my neighbors switched from vivint for this reason. If you are able to steer clear when purchasing a security system I'd highly recommend dodging vivint.Business Response
Date: 09/15/2025
Vivint Account #: S-********
Case #: CA-*********
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ********, and a resolution has been agreed upon. Vivint will replace the malfunctioning equipment with new devices, and a credit equivalent to two free months of monitoring has been applied to the account.
Mr. ******** may contact Vivint’s 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
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