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
- 8,397 total complaints in the last 3 years.
- 2,975 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:02/08/2024
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.
SCAM
SCAM. You’re better off getting robbed. This is a door-to-door, commission-based, solicitory predator type of place that takes advantage of people. They’re selling you a line of credit in the form of really crappy “security” equipment. It’s the only way they can trap you into paying nearly $200 a month, none of which goes towards the principle, the cheapest being $1500 worth of required equipment. They promise no install fee and 3 months free, but that didn’t get relayed to the credit company Fortiva, so we were forced to pay not only the min payment each month, but also a $41 late fee each month. So far we’ve paid $725 for a few months and $0 of that has applied to the principle $1500.
Not to mention how sneaky their sales predators are. I amtemporarily staying with a friend of mine who rents a house from a company, he was interested in hearing more about the system so he spent all day with this random door salesman guy and had been convinced to do the free trial - odd bc he doesn’t own the home and did not have permission from the leasing company to cut into the walls and doors to install all this equipment - but whatever.
I was working and not present for all this I was happy with the Ring camera and our Wyze cameras and planning to move soon.
So get this, the sales predator tells my roommate he will also need to meet with me and get my permission for all this since I stay there to, he gave him my info and told him it’d have to wait bc I have a very heavy work week for the next 5 days and he didn’t want to mess with my very small window I have to sleep. This guy tells him it’ll be super quick and he legitimately shows up the first thing the next morning. I work late nights and long days and I had said no. I’m not even on the lease so it didn’t make sense and I just wanted my sleep and if they want me to part of it, I won’t be able to be around until the following week. I signed my permission for the free trial which is 3 days and against my wishes he got his install guy to show up like immediately.
I was so unhappy with the whole process and I told him the very next day to come back and uninstall it bc somehow this ended up in my name and I explicitly said to wait until I had a day off and he KNEW I couldn’t be there in person for the uninstall. The sales guy was impossible to contact following the cancel request after 3 days passed we were told there’s nothing they can do and I would have to pay a HUGE cancel fee. The “free first 3 months” were not free apparently and hit my credit and my credit score went down 52 points for having a payment over 30 days late. HOW??
Like I’m trying to rent an apartment of my own and I can’t take all that bulky equipment with me to another rental property! I’ve spent countless hours trying to get this resolved and all they do is put us on 6 hour + holds and refuse to help.
Yes, my roomie put me in a tough situation, but it’s not like he knew a security company was looking to rob people. It would be different for a homeowner maybe..but what makes it worse is this equipment sucks. The glass break alarm goes off when I vacuum and it’s so loud. The driveway lights are blinding my neighbors. We get notifications all day long about detecting a package and a person and it’s so inaccurate, the detection zone’s are perfectly set , so Idk, guess we have ghosts. There are so few features, way less than Wyze and ring cam, like there’s no pet detection which I need.
I have tried everything to get out of this contract - but I don’t have the Karen abilities needed to get my freedom back. What really sucks is I have worked so hard to get my credit up so I can get a new car before my old one completely breaks down and this company managed to cost me 52 points in just 30 days and deny my dispute even though they lied. Like I can’t take it anymore.
Business Response
Date: 02/14/2024
2/14/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: 6/10/2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******* and
appreciate the opportunity to respond.
In her complaint, Ms. ******* explained she
is dissatisfied with the equipment and service.
To assist Ms. *******, Vivint has agreed
to cancel her account and fully refund her upon receipt of the equipment. A
representative has contacted Ms. ******* via email to schedule a system removal
appointment.
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:02/08/2024
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.
A service technician is refusing to come to my house for a year now to fix camera issues and or install upgraded cameras. Despite multiple attempts to figure out a resolution with Vivint there has been no progress or call back.Business Response
Date: 02/16/2024
February 15, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: ********************************************
Vivint Account #: *******
Date of Agreement:
To Whom It May *********************** have reviewed the information provided by ************************************************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ******* Agreement and waive the early termination fee. **************** 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:02/07/2024
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 have been fighting with Vivint since mid 2023. I have made numerous calls to different departments concerning my bill. I was originally put on a 5 month payment plan for my equipment which was paid off in November 2023. My checking account was charged over $550 on December 27th. I called once again and was told it was in error but I never received refunds for it. My account statements for the last few months dont show that amount being owed. I want a refund for the erroneous amount and the account closed without penalty since they can never seem to get the billing corrected.Business Response
Date: 02/13/2024
February 13, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21263126
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 26, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to send a return shipping label for the equipment to be returned. Once received, Vivint will proceed with a full cancellation of the monitoring service agreement and a refund of all payments made directly to Vivint. *************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/13/2024
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:02/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We got the service December 2021 I call 2 days latter to cancel and even they have all the phone call records they give the run around to cancel my contract within the 3 day tryouts period I call multiple times and they told they were going to review the phone calls and the last time the told just gave a date to cancel but never happen then I call again and the review the phone call and even that they seen that I was told that they were going to ***** it and cancel it they decide to tell me no and I been stuck with this company had some technical issues but I will be charge if I have someone come and check apparently after so many month they start charging for service call for their system or equipment event tho the service charge for the system its it pretty highly on top of that we will get charger to fix their equipment or even having a tech come to the houseBusiness Response
Date: 02/17/2024
February 16, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21263056
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 3/23/23
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she installed her equipment in Dec of 2021 and called 2 days later to cancel but her account was not cancelled.
Vivint agrees to send a free technician to resolve equipment issues and reduce her monthly monitoring fee or cancel her agreement, waive the remaining 48 months of her agreement and her $1068 early termination fee. She will remain responsible for the equipment loan.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 3/23/23 with an initial term of sixty (60) months. Vivints records indicate that Ms. ******** Purchase Agreement and Cancellation form were emailed on 3/23/2023 10:47 PM. Vivints records indicate that ****************** called to cancel on 3/27/23. Vivints representative emailed cancellation instructions to ****************** at that time and informed her that per her Agreement, written notice needed to be submitted to Vivint. Vivints records indicate that ****************** called on 4/10/23 requesting the status of her cancellation. She was informed that her account remained active due to the required written cancellation notice not being submitted. Vivints representative emailed cancellation instructions to ****************** and ****************** submitted her written notice. Vivints records indicate that on 4/27/23, ****************** was informed that her right of rescission expired on 3/28/23 and her account was within the terms of the Agreement. Vivint applied a credit for 2 free months of monitoring to ****************** account on 5/16/23. *********************** records indicate that ****************** received a $1000 buyout gift card for her previous security Agreement on 5/19/23.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint has agreed to the above resolution and ****************** may contact Vivints representative directly if she has any further 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 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/07/2024
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.
Purchased Vivint a few weeks ago and still today have not gotten the service completely installed. I opted for the stand alone panel, but they have not gotten to me a back for my panel so it continues to lean against a wall. I've gotten no help from customer service - all they do is bounce me around. Just called again last week and someone was supposed to call me back - still have not received that call. This entire process has been **** and if I could do it all over again I would select another company.Business Response
Date: 02/12/2024
February 12, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: January 19, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that his system is still not fully installed. He states there is still a missing part to his panel. Mr. ****** desires Mr. ****** desires a replacement.
A Vivint representative has attempted to contact Mr. ****** via email in efforts to resolve this matter. Vivint offers to ship out the remaining equipment that Mr. ****** needs to get the system operational.
Vivint’s records indicate that Mr. ****** signed a Purchase and Service Agreement (“Agreement”) on January 19, 2024. Vivint records show on January 24, 2024, Mr. ****** requested to switch the panel to a desktop mount. Vivint notes show that a proper plug and desktop mount was shipped. On January 31, 2024, Mr. ****** noted that he was still waiting on the correct plug. February 5, 2024, Mr. ****** received the mount for the panel and was still waiting on the correct plug.
With the information provided Vivint offers to ship the correct equipment to Mr. ******. Mr. ****** may contact Vivint’s representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/07/2024
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 to set up a security system on September 3rd, which I understood was contingent upon me agreeing to installation fees after the installer did an assessment. About the same time, I received a marketing email, offering me 3 or 4 months of service for free upon agreeing to purchase service. I called the **** number ************ at 11:28 am on September 4th 2023. The guy I talked to gave me the 2 options emailed to me, one was I believe free installation and the first 3 or 4 months for free, or I could get 6 months free service. The next month the money was drafted from my account. I called and the csa told me that I would get the money deposited back into my account. Never happened. The payments continued to come out, I called again, was told to call back in ***** hours, I did, after a week, and no record of my call was there. I called again, and was helped by a guy who seemed like he wanted to help, and he tried, but they denied the refund. I guess the original email was deleted, as my box was full with all kinds of emails involving my move. I have a screen shot of the call I made, it lasted 2 minutes. I want this resolved because I feel like it was a bit of a scam to get me irreversibly paying for equipment and service with no way out but to pay it off. I like the service, but the customer service is horrible. I want the offer that vivint made to me honored. They seem extremely disorganized to me. I want this made right, or to come and get their equipment out of my house and let me go to a more trustworthy company for my security. This is the exact opposite of customer service.Business Response
Date: 02/13/2024
February 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21262705
Complainant: ************************;
Vivint Account #: *********
Date of Agreement: September 8, 2023
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** to resolve his concerns. Vivints record indicates that this issue has been resolved to Mr. ******* satisfaction. **************** may contact Vivints representative directly if he 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: 02/13/2024
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. I would like to have the case closed upon receipt of the money owed to me.
Sincerely,
*************************Initial Complaint
Date:02/07/2024
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.
They charged me for services that were not done. You cant get a person on the phone and when someone does answer they hang up saying can you hear me, can you hear me, can you hear me click. They are rude and obnoxious.Business Response
Date: 02/13/2024
February 13, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21261137
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: November 16, 2022
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 ****************** via phone 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:02/07/2024
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 alarm has installed a bad alarm system. It has not been working for 4 months. They refused to fix the problem and refused to refund me my money. They do not want to cancel my contract. They are a horrible company, and consumers must be aware of their unethical business practices.I am left with no choice to make other consumers aware of this business.Business Response
Date: 02/13/2024
February 13, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21260203
Complainant: ****************************************;
Vivint Account #: ********
Date of Agreement: November 14, 2023
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 ****************** via phone in an effort to address and resolve the current issue. ****************** explains that he has already hired an attorney to address this issue on his behalf. For any additional questions or concerns regarding this matter, ****************** or his attorney 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:02/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Service was opened 8/2019 for a monthly service of $75.00. Could not connect the service Vivint advised they would send a technician. Technician never showed. Service never connected asked to have to terminated. Paid for a service and never had service asked to have the service terminated states they will not terminate the service. After countless calls and hours and being transferred back and forth the service is still connected. This is a horrible security system the customer service is horrible. Wont me to pay for a service thats never been connected . I just want the service terminated and waive whatever fees.Business Response
Date: 02/13/2024
2/13/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21259123
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 1/5/2022
To Whom It May *********** style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks; background-color: rgb(243, 243, 243);">
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel her account and waive the overdue balance. ****************** 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:02/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In Jan 2022 we purchased Vivint for our home security system. Foundational to this system is the ability to view camera feeds in real time - such as at the front door. However, the system was never responsive and has only deteriorated over time. If someone comes to the front door, and we open the Vivint application, it can take 5, 10, or even 20 seconds to see who is there. Needless to say this makes the system all but useless.
If we discontinue service we are left with $4000+ in equipment that is useless, and we are unable to return this equipment to Vivint. In working with Vivint customer service, they say that the app needs to be reloaded, reconfigured or that my home internet is slow. However, none of the steps they recommended made any improvement, and I have exceptionally fast home internet, which I have tested with other products. I can provide test results showing that our home internet typically has upload and download speeds in excess of 250mbps.
Vivint should not be allowed to provide such a faulty and inadequate service. They continue to advertise it as a security solution. It endangers their customers who use it for security purposes and simply does not fulfill the stated promise of the offering. There are other services that manage to provide low latency access to home video footage such as Ring. It's apparent that Vivint is underinvesting in infrastructure to save cost and fleece its customers. I implore the BBB to take action in my instance by demanding a full refund, and ideally to address this overall egregious and liable behavior so that their service is either fixed, or removed from the market.Business Response
Date: 02/12/2024
2/12/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: 12/4/2021
To Whom It May Concern:
I have reviewed the information provided
by Mr. ******* and
appreciate the opportunity to respond.
In his complaint, Mr. ******* explains that
he is dissatisfied with the system.
A representative from Vivint has contacted
Mr. ******* via email to schedule an appointment for a technician to service
the equipment at no cost. A two-month credit has been added to Mr. *******’s
account as well.
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 Legal
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