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
- 8,395 total complaints in the last 3 years.
- 2,986 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:02/12/2024
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.
- Sales rep. visited home (**** ********** ***** ***** Pace FL 32581) on 28 April 2023 Installed system 29 April 2023. Sales representative promised 30 days trial.
- Called on 19 May to cancel due to terrible wifi connection, footage not saving to the cloud and poor connectivity of peripheral devices. Customer Service Representative stated he needed regional sales verification of 30 day trial to cancel service. Was told regional manager had been contacted and that when he responds they would call me back to complete the request. I asked what if he takes longer than the 30 days and the customer service rep stated they would still honor the trial period. Never heard back.
- On 7 June I called back after not hearing from anyone and was told Vivint still had not heard from regional sales manager so I reached out to him and he approved the cancellation via email response to original request for cancellation. at that time I was told by a customer service rep that a technician would be contacting me about cancelling and removing the equipment . I was never contacted.
- Called 29 june to inquire about technician and cancellation and was told I was supposed to send an email to request cancellation and that no cancellation had been set up, was informed to send email and the ball would start rolling. Sent email on 30 Jun and waited, heard nothing.
- Called 31 July and was told that since I was outside of the 30 day trial that I would have to pay for equipment if I wanted to cancel my monthly service but that I could get a $10 monthly discount for my hassle. I asked to speak to the sales rep’s boss and was denied several times. I asked that Vivint escalate my request and was told that they would and that I should hear back.
- Vivint has called 3 times since, to “see if my issue has been resolved” but nobody has ever contacted me to resolve it. I have moved homes due to military transfer and cannot use the equipment any longer. Vivint will still not honor any agreements
Business Response
Date: 02/17/2024
02/17/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *********** ********
Vivint Account #: *******
Date of Agreement: 4/29/2023
To Whom It May Concern:
I have reviewed the information provided
by Mr. ******** and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to cancel Mr. ********’s account. A representative has
contacted Mr. ******** via email regarding the equipment. 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/11/2024
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.
On 11 feb **** I returned home to a house full of gas, tfd and public works responded confirming the presence of gas. While on the phone your customer service team advised the program was installed incorrectly. My family has been at risk ever since install and Ive been paying for services not receivedBusiness Response
Date: 02/15/2024
February 15, ****
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21277287
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 6, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that on February 11, ****, he came home to a home filled with gas. He states while on the phone with Vivint he was told his system was programmed incorrectly. ****************** desires a refund.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has offered compensation in the amount of $250.00 to cover the inconvenience of the CO detector.
Vivints records indicate that ****************** signed a Purchase and Service Agreement on July 6, 2019. On February 11, ****, ****************** contacted Vivint with questions regarding the CO detector and informed Vivint that he has a CO leak. On February 12, ****, Vivint requested that ****************** provide a copy of the fire report showing the CO leak. Vivints records show a technician went to the home of ****************** and replaced the CO detector as well as verifying it was installed and programmed correctly.
With the provided information Vivint offers the above-listed compensation. ****************** may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/10/2024
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.
The Vivint company website after I changed, my account information locked my card in and charged my credit card without my authorization. steal money out of my account and when I tried to fix it they said someone may get back with me in to or 3 weeksBusiness Response
Date: 02/15/2024
February 15, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21276065
Complainant: ****** Cook
Vivint Account #: *******
Date of Agreement: July 18, 2017
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that Vivint charged his card without authorization. ************ desires a billing adjustment and to be removed from auto pay.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint has removed ************ from auto pay and has offered to clear the past due balance of $68.84.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on July 18, 2017. Per section 2.5 of the Agreement, it states that you authorize Vivint to make electronic transfers from your bank account of charges to your credit card account.
With the provided information Vivint has provided the above resolution. ************ may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/15/2024
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:02/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint is a ripoff. Once you sign on the doted line you will never get out. They offer no penalty to release you from a contract other than you have to pay in full. I dont use their equipment anymore because they were trying to charge me a disconnect and set up fee and yet I am still paying for their product and service I dont even use. Stay away from this company. You will be paying them forever just to keep your credit clean.Business Response
Date: 02/16/2024
2/16/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21274722
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 10/9/2020
To Whom It May ***************** have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ****s account without penalty. 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/10/2024
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.
When I attempted to cancel service with Vivint via my online account I was informed I had to call to do so. When I called the number provided I would only receive a recording stating that office was not open. I submitted a contact form online clearly stating I wanted to terminate/cancel my subscription with them. I was contacted via phone by a Vivint rep a few days later. I again stated I wanted my service canceled and I was told they could not do it over the phone because my verbal password was incorrect, despite me being able to answer any/all personal identifying information. The rep said she would send my verbal password via email. I received another phone call, now able to provide the verbal password, I was told I couldn't cancel over the phone, but rather had to submit my request in writing. During the call the rep also insisted I tell her the reason for my cancelation. I replied that the only reason required was that I requested to cancel and that I had already supplied a written request to cancel. However, I received an email requesting same along with a request again for the reason why. I replied to the email to cancel my service with the reason being I requested it. I received yet anther phone call demanding the reason. I informed them they were violating my rights as a consumer and the rep said they had to give a reason. I hung up. I was called again about a week later and the rep said she had a note that my service was being canceled because I was moving. I informed her that was incorrect and gave her the history. She too was adamant about obtaining the reason. I told her the main reason was due to harassing phone calls such as hers violating my rights. I've since received several other calls of which I refuse to answer. I want confirmation that my subscription has been canceled and I want them to stop calling me. I fully paid for my equipment when I started with them years ago and I do not owe them anything!Business Response
Date: 02/16/2024
February 16, ****
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21274596
Complainant: ******* Hannibal
Vivint Account #: *******
Date of Agreement: March 26, 2019
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 cancelled the account as of January 23, ****, with a zero-balance due. ******************** 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 LegalInitial Complaint
Date:02/09/2024
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.
I called Vivint on May 2023 to cancel. It has been 9 months and they still charging me ***** every month. I already paid my outstanding balance and sent the documentation they needed. I dont understand why they make it so difficult to cancel.Business Response
Date: 02/15/2024
February 15, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21272421
Complainant: Ileanette Molina
Vivint Account #: *******
Date of Agreement: May 9, 2020
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns. Vivints record indicates that this issue has been resolved to ****************** satisfaction. **************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/15/2024
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:02/09/2024
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.
As of August 2023, I have not utilized any Vivint Home Security services at my previous address. On December 22, 2023, I received a bill showing a balance of $0, and I was informed that my account had been successfully canceled. However, I am dismayed to receive a call in mid-February ****, claiming that I owe for monitoring services that I have not used since August 2023.This situation is incredibly frustrating, and it is compounded by the numerous challenges I have faced in dealing with your customer support. Each time I have contacted Vivint, I have been transferred to multiple departments, encountered individuals who are unfamiliar with the situation, and spent at least an hour on the phone, only to be met with further confusion.The failure to transfer my services and equipment successfully, coupled with the lack of coherence and competence in your customer support, has left me with no choice but to request an immediate termination of my contract with Vivint Home Security.I kindly ask that you review my account thoroughly and address the billing discrepancy as a matter of urgency. Given the lack of service, the unsuccessful transfer of equipment, and the significant inconvenience caused by your customer support, I am seeking a resolution that allows me to terminate this contract without any further financial obligation.I was also informed that my DIY equipment has been paid for in full, I have not used monitoring at all since August 2023 and you all are trying to lock me into a contract that I have nothing to pay for, no cameras, no sensors or anything and I want out of this contractBusiness Response
Date: 02/17/2024
February 16, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21272219
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 3/21/22
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. Vivint has cancelled **************** Agreement. Ms. ***** has no further obligation to Vivint and 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:02/09/2024
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.
Sent payment on 1-08-24 for services. Cancelled agreement on 1-12-24. Received a bill for service for 2-1-24 to 2-29-24. When I called to inquire, I was told it would take 30 days to cancel service. I was not told that on 1-12-24. I just want this company to go away. I do not need, nor do I want their services.Business Response
Date: 02/15/2024
February 15, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21271066
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 30, 2018
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ********************** in an effort to address and resolve the current issue. 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:02/09/2024
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.
Not doing what they say and adding amounts on my billBusiness Response
Date: 02/14/2024
February 14, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21271042
Complainant: ********************;
Vivint Account #: ********
Date of Agreement: August 1, 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 cleared the balance due on the account of ****************. **************** 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:02/09/2024
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.
I notified Vivint in June 2023 that i have a domestic violence restraining order against my ex, they advised me that they would remove him from my Vivint account entirely. In October 2023 I was having issues with 2 sensors, I paid to have them send me two replacements. The tracking information shows that the package was returned to sender. I called Vivint in December 2023 to find out what was happening and they offered to have a technician come out and bring the sensors. The technician came to me house however he said they didnt give him any sensors.I called Vivint again and they agreed to refund me and send me the sensors again. The tracking number says someone picked up the package on February 1, ****. The post office is telling me they believe it has my exes name on it and he picked it up, Vivint has told me I need to prove that because they mailed it to my name.I advised Vivint that the post office states they dont have a picture of the package with shipping label info. I asked Vivint to provide proof that they didnt ship my products to the wrong person, they refused. They also refused to provide proof that my ex is not on my account.Business Response
Date: 02/14/2024
February 14, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21270016
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: February 16, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has confirmed the person listed on the restraining order has been completely removed from the account. ********************** has also reshipped the sensors that ****************** ordered. ****************** 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: 02/22/2024
Vivint did reach out to me, they confirmed that they did remove the person I have a restraining order against from my account and reshipped the sensors. However, they reshipped them again to the person I have a restraining order against meaning he was still on my account. ********************** Legal asked for proof that his name was on the shipping label which I provided, they advised they were able to determine where his name was still on my account and have since removed him and reshipped the sensors again. I have not yet received them and therefore do not consider this issue resolved.Business Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21270016
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: February 16, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and has confirmed the matter has been resolved. At this time, Vivint has confirmed has spoken with ****************** and she has confirmed that the shipment she received has her name on it. Vivint has also refunded ****************** $160.50 for the cost of the devices. Vivint has offered ******************** a $150.00 discount on a camera of her choice. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/05/2024
Better Business Bureau:
The person that contacted me from Vivint Legal was rude and unwilling to accept any responsibility or offer anything for the serious issue I have been dealing with for months, I was surprised to see the resolution because she actually refused this same resolution while on the phone.That being said, I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************
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