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
- 8,576 total complaints in the last 3 years.
- 3,070 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.
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 ResolutionsInitial Complaint
Date:09/13/2025
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 moved my services to apartment complex. There was a shootout and I was switched to a new unit. I explained this to the guy that I had just moved in and had to move again and he said once I am billed to reach out to have the move fee cancelled as long as I take my own equipment down. I took it down, moved my service and my bill went up to over $400 and my services were suspended for a month of not more. I paid the balance with exception to the move fee and the services were turned back on and they charged me for the time the services were suspended and have yet to remove the move fee. I spoke with the move department and I am just getting the runaround in addition to be falsely billed.Business Response
Date: 09/15/2025
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 a billing adjustment due to being charged during a period when her services were inactive, and because the move fee was not removed as previously promised.
Vivint’s records show a past due balance of $244.86 on the account.
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 apply a credit of $244.86, pending account verification and acceptance by Ms. ******.
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution or 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: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/13/2025
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.
Vivint Salesman constantly knocks on my door even with a “no soliciting” sign. I told him multiple times to leave my property and he kept trying to sell me security. I constantly deal with the same issue from Vivint.Business Response
Date: 09/16/2025
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 that Vivint cease all further contact due to unwelcome solicitation.
A Vivint representative has attempted to reach Ms. ******* via phone and email to assist with this matter. After reviewing the account, Vivint will add her contact information to our Do Not Call/Knock list to prevent any further outreach once the correct address is submitted.
To resolve this matter, Ms. ******* may contact Vivint’s representative to proceed with the proposed resolution or 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: ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 09/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23878544, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:09/12/2025
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 August 28,I called because I was behind on payments. Settled with $770.93 and a $300 payment for the month of September. I agreed to put my card on autopay to avoid service interruption. Found out today September 12 that on September 8 they took out $805 without my approval or authorization. Or any reminder that an upcoming payment of $805 was due. This is not the first time Vivint takes a large amount. That money was supposed to be for something really important and I need it back. Im really ready to just cancel my service for really poor customer service!Business Response
Date: 09/16/2025
Vivint Account #: *********
Case #: CA-174623604
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
In his complaint, Mr. ******** requested a refund of $805.15 due to an unauthorized withdrawal from his account on September 8, 2025.
Vivints records confirm that a withdrawal of $805.15 was made from Mr. ********* credit card. A Vivint representative has attempted to contact Mr. ******** via phone and email to assist with this matter.
After reviewing the account, ********************** processed a refund of $805.15 on September 15, 2025. The refund should post to his account within 35 business days.
Mr. ******** is encouraged to 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 ResolutionsInitial Complaint
Date:09/12/2025
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 used deception to force me into a contract that never delivered all the equipment, installation, or service. I was lied to that I had time to annul the contract but it stated that the equipment needed to be installed before I canceled. The installer never installed my equipment I agreed to. When I asked to cancel my subscription, I was told by customer service that I had to contact the sales *** to cancel. In turn the sales *** said I had to contact customer service in order to cancel. This is effecting my credit score and they are threatening me with collections regardless of the details of their failure.Business Response
Date: 09/16/2025
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 schedule a technician for a system pull and cancel Ms. ******* Vivint account. Ms. ***** 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: **************, ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/12/2025
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.
Vivint came to my home past operating business hours to sell me their equipment. I was told that the equipment would be temporarily installed to see if I liked it through the trial period, then they would permanently install the equipment if I elected to keep it. During the installation process, the technicians did a very sloppy install, and also intentionally cut the power cords on my existing camera equipment rendering them useless. I feel like it was done for me to be forced to stay with their company due to convenience. I opted out of the service within the trial period. The company settled with me on my camera equipment, and I received the credit very quickly. However, the damage done to my home is another story. They sent me a lowball "get the funds now" offer of $500 relating to the damage to my home if I signed something on the spot. I did not accept that offer. The representative told me that I needed to get work estimates to submit. If the estimate was over $2000, I would need more than 1 estimate. Both estimates came in over $8,000. The company called me and said they weren't going to honor the estimates and I needed to get even more estimates that were in line with their expectation. So now, I am leading even more companies on with the illusion of getting awarded the job, all because Vivint is not willing to pay for damages done to my home off of what they feel is reasonable. Speaking to the representative, the denial is based on personal opinion of "we feel" the estimates are too high. So instead, they would have me try and get me to cheaply sell the work to the lowest bottom feeder bidder to do the repairs to my home. I am not going to do that. I did what they asked me to and presented them with 2 estimates. Now they are refusing to make me whole. I am upset that I let the door to door salesman into my home, and I am upset that the company is not willing to make it right. Who are they to determine what is reasonable in my area?Business Response
Date: 09/16/2025
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 $8320.75 compensation due to home damages.
Vivint’s records show Mr. ****** was advised to obtain a new estimate for the damages; however, Mr. ****** responded by stating, 'I will contact an attorney.' He was subsequently provided with the contact email for Vivint’s legal team at [email protected]."
A Vivint representative has attempted to reach Mr. ****** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer clarity on the account, pending account verification and acceptance by Mr. ****** .?
To resolve this matter, Mr. ****** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ****** 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 ResolutionsCustomer Answer
Date: 09/16/2025
Complaint: 23875684
I am rejecting this response because:The denial was based off of personal opinion. The representative just kept saying that she felt the bid was high and requested that I get a THIRD quote in hopes that it would be cheaper because they didn't want to pay for the damage. I was instructed that my options were to accept a $500 immediate payout where I'd have to sign something that I wouldn't come back at them, or get 2 separate quotes. I rejected the initial $500, and the response from the representative was a chuckle, and a response saying that she wouldn't accept that either. I did what was instructed by Vivint, and The company wants to cheap sell the labor on making my home whole when they shouldn't have done what they did in the first place. It was against the agreement and expectation of what the company was going to do to my home. But now its being chalked up to standard damage, and a personal feeling that the bid is high. I do not want an attorney over a small claim. It's not worth my time. But the company needs to fix the damage done to my home. Is it expensive? Probably. But at the end of the day so is EVERYTHING else in the world. Nobody is doing cheap labor anymore. Cost of everything is up. So maybe paying out a settlement that makes the company hurt a little, or something that causes a manager meeting will prevent their employees from carelessly damaging peoples homes in the future.
Sincerely,
***** ******Business Response
Date: 09/17/2025
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 reopen the Home Damage case once the requested documentation is received. 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 ResolutionsCustomer Answer
Date: 09/24/2025
Complaint: 23875684
I am rejecting this response because: A solution has not been agreed on. I submitted a revised bid, still awaiting approval and compensation for damage to my home
Sincerely,
***** ******Business Response
Date: 09/26/2025
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 reopen the Home Damage case, pending update for the submission of the requested invoice. 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 ResolutionsCustomer Answer
Date: 09/29/2025
Complaint: 23875684
I am rejecting this response because: They are accepting no fault. They are now saying that the damage caused to my home was warranted and that I signed off on the installer to come in and access my property, and do what was required to install. This is not accurate, and I have no knowledge on signing this. We were hesitant to move forward with purchasing the equipment, and wanted the salesman to leave. He was there past what would be considered sales hours, and I had just worked 14 hours. The salesman kept trying to close us on the fact that it was a trial period for us to see if we liked it, and then if we determined that we liked it that they would do a full install. Knowing it was a "no harm no foul" trial period that I could cancel, I reluctantly agreed to try it. Now I am being told that my only option for damage done to my home, when there shouldn't have been, is a take it or leave it $500 offer due to being standard install damage that I "agreed to." Awful business. Salesman won't call me back to validate what I am saying because he's no longer making money off me. Predatory door to door operation. I trusted the salesman on what he was having me sign without having the brain space to dive into the details because I had just taken my medicine and was ready for bed. I was told that there were option beyond the $500 payout, that I have satisfied...Now the business is telling me that is my only option. Why was I told to get quotes if they weren't going to honor the quotes, or if the quotes was never an option. Wasted my time, the businesses time, and I still have unresolved and unwarranted damage to my home. They said that the damage is standard. However, I am assuming that sending an install technician to our home smelling like weed is not standard. They also cut the power source cords on my existing cameras to give me no other option than to go with them. I have that on camera thankfully, or they would have denied that. But I am also assuming that a "standard" uninstall of a customers current camera system doesn't involve them doing permanent damage to the cameras. All around they have denied blame on everything from deceptive sales tactics late at night to damage on the home when they pulled their system. They made me right on the damaged cameras, but are dragging their feet on the damage to my home. So...do not accept their response saying that we have agreed to terms on anything. They are trying to strong arm me into signing for a $500 payout that almost doesn't even cover the service call for the company to come out.
Sincerely,
***** ******Business Response
Date: 10/01/2025
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 allow Mr. ****** allotted time to obtain requested documentation, pending update for the submission of the requested invoice. 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 ResolutionsCustomer Answer
Date: 10/18/2025
Complaint: 23875684
I am rejecting this response because: I still have not been resolved from Vivint. I have gotten them a 3rd quote for reimbursement. Waiting on Vivint now.
Sincerely,
***** ******Business Response
Date: 10/21/2025
10/21/25
Better Business Bureau of Utah 3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 23875684
Complainant: ***** ******
Vivint Account #: **********
Date of Agreement: 10/20/25
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 issue a $500.00 settlement. Mr. ****** 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: **************, ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/22/2025
Better Business Bureau:
Check is in the amount of $3,222.65 not $500. The $3222.65 check for complaint ID ******** is satisfactory to me and I have signed an agreement with them.
Sincerely,
***** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.