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:02/06/2024
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 to cancel my service with vivant. I was sent to a person to convince me to stay with vivant .
The system has not worked for 5 months and they the monitors should have noticed. I don't understand if the system is no longer connected why I'm I being charged for monitoring fee when the system is down. Per previous conversation the system is outdated and not working properly.
Please see attached copy of my payment for the 1 week it did work and then it went out. I just receive another bill per my attachment I sent a certified letter requesting cancellation of my service. Harassment is how I view vivant company. I need vivant to send me stating that my my account is closed .
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: May 30, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* explains that she called to cancel her services with Vivint, but she was convinced to stay. She further explains that her system has not worked for 5 months but she is still being charged. Ms. ******* desires a billing adjustment and refund.
At this time, Vivint agrees to cancel Ms. *******’s Agreement and has waived her past due balance of $92.22.
Vivint’s records show that Ms. ******* signed an Agreement in which she agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A notice of cancellation was not received, however, Vivint will accept this complaint as Ms. *******’s notice of cancellation.
Vivint agrees to the above resolution and Ms. ******* has no further obligations to Vivint.
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 LegalCustomer Answer
Date: 02/12/2024
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,
****** *******VERY DISHONEST COMPANY. I SENT A CERTIFIED LETTER FOR A REASON..
Initial 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.
When I moved into my home Vivint was already installed so I called to get it activated, less than a month later the system went bad so I called them to fix the cameras that weren't working they tried to tell me I needed to buy high priced equipment they have to fix it I told them no and I cancelled the service in dec , I got billed in Feb so I call them and told them I cancelled the service they said I had to pay a service contract to cancel the service?? They turned the service off the day after I called in dec so now they want me to keep paying for service I don't have !! I was tricked into a year contract because I never ever agree to contracts !! Now I have to keep paying for the service when I don't even have it ??! Plus when I use there service it knocks out my electric, I can't use my dishwasher or freezers when I use their thermostat for my central heating and ac or it blows my electricity out ,they wired their system into a light switch !!? And on one circuit!! I refuse to pay for service I don't have and they are trying to force on me !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: October 28, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ****** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to Ms. ****** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, Ms. ****** is encouraged to reach out directly to (******************* / ###-###-####).
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:02/06/2024
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.
I have called and speak to over 5 people about my vivint system. I am not able to see my cameras because someone at vivint deactivate my system 4 days before I am scheduled to move. I asked why was this done no one can tell me, I am being transfer to all departments having to tell the story over and over again. I asked for a manager I was told the rep can try to help me. I stated I have been with you guys for some years now and why would someone shut my system off and no one can turn it back on that means for the next four days, I am not able to see who comes up to my house a service I pay for! everyone is acting clueless and does not know what to do.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: May 13, 2022
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 schedule
a Smart Home Professional on February 9, 2024, to have the equipment removed
and another Smart Home Professional was scheduled for February 10, 2024, to reinstall
the equipment at her new home. Vivint also provide a credit to cover one month
of monitoring service fees. 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: **** ***** *** ****, Provo, Utah
84604, 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.
Vivant has been a difficult company to work with. When we need services to work the most to secure our property this is when we are failed. After several calls and complaints and adjusting and just giving up on the issues ever being resolved we are just told to pay more fees to avoid issues which is not fair. The solution for our alarm system not functioning is to renew our contract and pay for new equipment which is insane. Technicians can only come out if you pay $99 for issues that are out of your control. This is theft and new customers should be aware of this loop hole. I will advertise and scream from the highest mountains to never do business with this company. You safety and security do not matter unless you are willing to pay extra to ensure systems work.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: November 20, 2019
To Whom It May Concern:
I have reviewed the information provided
by Ms. ***** and
appreciate the opportunity to respond.
In her complaint, Ms. ***** states that she has reported many issues
with her equipment, and Vivint will not send anyone to resolve the issues
without paying a fee. Ms. ***** desires a billing adjustment and to be
contacted by Vivint.
A Vivint representative has reached out to Ms. ***** regarding this
matter via email. After reviewing the account, Vivint has provided the
following options: 1) schedule a Smart Home Professional to complete a full system
check replacing any equipment deemed necessary with same/like equipment at no
cost, {or} 2) forgive the remainder of the monitoring service agreement
effective February 9, 2024, however, Ms. ***** will remain responsible for any
balance remaining on the equipment loan with Citizens.
Vivint’s records indicate that Ms. ***** signed a Purchase and
Services Agreement (“Agreement”) on November 20, 2019. Ms. ***** called Vivint
on August 7, 2022, regarding her mobile app and the front camera being offline.
A Smart Home Professional was scheduled for August 22, 2023, which was able to
resolve Ms. ***** concerns. May 8, 2023, Ms. ***** called Vivint saying she has
had continuous equipment related issues and wanted to cancel. Vivint’s
representative offered a Smart Home Professional, however, Ms. ***** declined
as she did not want to pay of a home visit. Ms. ***** was provided with cancellation
information. Vivint’s representative did provide Ms. ***** with a Smart Home
Professional visit at no cost. December 12, 2023, Ms. ***** called Vivint regarding
an issue with her mobile app and refused to troubleshoot. February 5, 2024, Ms.
***** contacted Vivint for her Agreement end date and requested to cancel the Agreement.
February 6, 2024, Ms. ***** called wanting to cancel the Agreement due to equipment
issues. Ms. ***** was advised that the equipment would need to be paid off in
full, there is a buyout of the Agreement, and a thirty (30) day written notice of
cancellation is needed.
To resolve this matter, Vivint agrees to the offers as provided above.
Ms. ***** may contact Vivint’s representative with any questions or concerns she
may have.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/05/2024
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.
After about 18 months of continually being disappointed by the quality of vivint security I called to cancel. After over an hour on the phone they refused to cancel my monitoring service citing a policy that states if I pay my equipment off early I can cancel without penalty and asserting that the clause means I cannot cancel the service until 30 days after the equipment is paid off. I responded that if paying the equipment off early would wave early termination penalty then I would like to pay the early termination fee and cancel the service but they still refused to cancel the service. I just want to stop paying for a service that doesn't work.Business Response
Date: 02/12/2024
2/12/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21251351
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 4/19/2020
To Whom It May ***************** 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 Mr. ******** account and line of credit. ***************** has no further obligation 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: 02/15/2024
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:02/05/2024
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.
I signed a 1 year contract with Vivint back in October 2023, and after a few days of using it, my family determined that it was not worth the 50$/month price tag. The man I was speaking to back then said I had a 14 day period to cancel my contract with no fees, and I specifically remembering calling to cancel within those 14 days. I thought I had cancelled it, but now I am receiving payment requests in the mail, and constant phone calls from them, almost spam like. I just talked to Vivint, and they said that I not only need to pay off the balance for the 3 months I was unaware I was still contracted, but also the remaining 9 months to cancel the contract, which sums to about 400 dollars. This is an outrageous fee, and I have even told them to take the equipment back, but they aren't being cooperative.
My notice of cancellation even says that I have till 12/13/2023 in writing to cancel the contract, and I know I definitely requested to cancel the contract by then, so it is unfair that I am still getting billed for this. The Purchases and Service agreement says I have till 3 days after the transaction to cancel, so why are there multiple conflicting days of when I can cancel. The information I was given was misleading, and the customer service is not helpful at all in my situation.
I have only paid about 100 so far, but they are asking for a further 400 to cancel the contract when I called them today (2/5/2024). This is 160 for my remaining balance for the three months plus a further 250 for the remaining months.
Thank YouBusiness 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: October 21, 2023
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining Vivint monitoring contract effective November 1, 2023, without further penalty or fees to Mr. *****. 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:02/05/2024
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.
Im reaching out because I cancelled service with vivint during October of this year after selling my home. They informed me that there was nothing else I needed to do to close my account because the equipment had been paid off. Now months later they began reaching out in December and January for me to continue paying monthly fees even though I no longer live at the property. I would like a refund for these charges and for my account to be formally cancelled and free of any additional charges.Business Response
Date: 02/08/2024
February 8, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21247032
Complainant: Brooklyn Harper
Vivint Account #: *******
Date of Agreement: September 22, 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 agreed to cancel the Vivint monitoring contract without penalty and to clear the past due balance of $173.54. **************** 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:02/03/2024
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.
Today some Vivent Solicitors came to the door. I have a no solicitation sign posted. When I answered and the reps gave their pitch, which deceptively began with "You know your neighbors _________, right? And did you know what we did for them?" I pointed to the no solicitations sign next to the doorbell on my house, which they rang. ******* ignored me and continued on with their pitch and so when they stopped to ask me another question, I pointed to the no solicitation sign again. They continued with their pitch so I closed the door on them. This is the 2nd time I've had to send something about Vivent and their blatant disregard for no solicitation signs. There were 2 reps that came to the door so it appears that one was a trainee and the other was a trainer. It doesn't appear that the reps are following any training on no solicitation signs despite being out in our neighborhood canvasing. When will they finally stop?Business Response
Date: 02/09/2024
February 9, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21241944
Complainant: *************************
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ************** explains that there is a no soliciting sign posted, yet he was approached by Vivints sales representatives. ************** desires no further contact by the business.
The kind of behavior ************** has reported is not consistent with Vivints policies and will be reported to the sales management in Mr. ****** area. Vivint apologizes for any inconvenience and appreciates Mr. ****** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
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: 02/09/2024
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:02/03/2024
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 December 2023 I setup a consultation with Vivint to get a new home security system. I worked out all the details and the installer initially showed up in mid December for the install. The installer was unable to finish the install that day because I had to go get kids, the door locks he brought were the wrong color, and he was missing 2 window sensors from my order. The installer stated he would return the following day. He did not return the following day or call. 2 days later a tornado hit ***********, **. I did not hear anything from the installer for a few days so I called Vivint to schedule an appointment to finish the install. This cycle of setting appointments has happened a total of 10 times. Out of those 10 times, 5 have been no shows, 4 have been cancelled by the installer the day of. Their reason ranged from "I'm not the original installer so I cannot finish the install" to family emergencies. Just a quick update, this started in December, it is now February. Yesterday, I received a text message stating the tech was enroute. The tech did not show up. I did not get a text, phone call, or email. It was just another no show putting me at 10 attempts over 1.5 months to get this install complete. I already paid off the line of credit, meaning I've paid the full amount due and I'm paying the monthly service fees for a security system that still is not installed. I understand their business model requires the original installer to complete the original job, but he lost his house in the tornado and has been unresponsive. I believe Vivint needs to assign another tech to my install to get it done. I, the customer, am paying for goods and service that I am not receiving. I would like Vivint to get a tech out here to get the install done. No more no shows appts and excuses that I need the original installer to finish the job. The original installer lost his house in a tornado, does not show up to appts, does not call or respond. This cannot be acceptable business practice. Thank you.Business Response
Date: 02/09/2024
February 9, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21241369
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: December 7, 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 schedule a Smart Home Professional to complete the installation and provide a credit to cover two months of monitoring services fees totaling $204.****************** 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 LegalInitial Complaint
Date:02/02/2024
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 cancelled the service in December 2022 when I sold our home. I referred the new owners to Vivint and they continued to use the equipment and services after they purchased the home. I went through all of 2023 not knowing that Vivint did not cancel my account. In December of 2023 I received a letter stating that I owed somewhere around $600.00 to them for monthly monitoring charges. Monitoring charges for what location? The house that I sold in December of 2022. The one that they have a separate account for and were already getting paid for. They claimed that they were "unaware" that they should cancel the account. They actually have a note on my account stating that I called in December 2022 to cancel the account. They have another account on file for that same address. How could they not be aware? I explained that there was a mistake made and they kept stating that the account was not properly cancelled and that I would need to pay the charges for 2023. I told them that it was dishonest to charge me for nothing. To double charge a service. They would not reverse the charges. They cannot see that what they are doing is dishonest. I had really tried to be a good customer, I paid all of the bills on time when I did have their services, I actually referred someone to them when I tried to leave. This is how they repay their good customers. I hope that they go out of business. I hope that they are forced to stop charging people for false charges. I cannot afford to pay this bill, it will be detrimental to my family. It is wrong.Business Response
Date: 02/12/2024
February 12, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21239688
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 1/18/22
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. At this time, Vivint has agreed to cancel **************** Agreement and forgive her past due 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 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,
***************************
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