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:02/02/2024
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 received a bill, dated 1/21/2024 for services I did not receive or request. I would like to delete this account and learn who set up the account. Efforts to resolve this by phone failed. Thanks.
Business Response
Date: 02/08/2024
2/8/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21238170
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 10/21/2022
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 **************** account. ************** 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 LegalInitial Complaint
Date:02/02/2024
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 was visited by Vivint home services in April 2020 and told lies about how the promotion worked. They explained to me that I only had to pay for my equipment and there was no contracts and as soon as I finished paying my equipment that I can cancel anytime for free no fees nothing. Fast forward to September 2023 once I had finished paying for my equipment, it turns out Im in a 5 year contract and would have to pay $578 for the remaining months. To fully cancel my account I would have to pay that amount in full and they dont offer payment plans.Business Response
Date: 02/10/2024
February 10, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21237573
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 5/30/20
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 **************** service, forgive the early termination fee and the remaining 15 months of her Agreement. ************** may contact Vivints representative directly if ***** 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 had vivint in my home and service was great. We moved sept. 2022 and the location does not have cellphone service. So the tech advised vivant cannot be used in this area. I called to cancel due to unserviceable area. They advised I cannot cancel until my equipment is paid off and at first did put me on a billing pause. Once the pause was up I called back and they told me they cannot do that anymore. I am paying ***** per mo. For a service I cannot use. I have jumped through all their hoops, paid for equipment I cannot use. Ask to speak with sups get hung up on or put on hold for an hour and then told their in a meeting and never hear back. I tried to cancel my payment method and let it hit my credit. Because of the way they have the payment set up you cannot even do that. I just want my service cancelled and my money back from the time that I have not been able to use the service because this is out of my control. If I had service I would have kept it. Oh and they told me to buy a 1300$ cell booster. Thats not my responsibility. I just want this to be done and for vivint to do the right thing.Business Response
Date: 02/07/2024
February 7, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21237518
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: August 1, 2020
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** via phone to resolve her concerns. Vivint agrees to cancel Ms. ******** account and issue a refund of all payment taken after September 21, 2022, to her credit card ending in ****. ****************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/07/2024
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:02/02/2024
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 had Vivint home security system, we have already canceled about 4-5 times with customer service reps. they keep on charging out account on a monthly basis. spoke to supervisor kept me on hold for over 1 hr, when he came back on the line he was very rude and commented " you must really have nothing better to do" don't know what else to do.Business Response
Date: 02/07/2024
February 7, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21237350
Complainant: *************************
Vivint Account #: *******
Date of Agreement: February 19, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has cancelled the monitoring service agreement. Vivint has also agreed to refund the amount of $167.13. **************** has no further obligation to Vivint. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/02/2024
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 cancelled my contract in writing the first time 9/28/23 due to contract obligation was met. Vivint called and offered monthing billing with no contract. I declined due to the camera's not working properly and Vivint stated they would send someone to fix if we continued service. We agreed to a month trial. They never showed. I paid a paper bill and they also billed my credit card on file. They stated it would be 30 days to refund which was never refunded. Since the camera's were never fixed so that I could use the service, I called and requested in writing to stop billing on 12/3/23 and 1/5/24. They have not stopped the account and we received another bill for 51.04 for the billing cycle of 1/24/24 and 2/24/24. I just want to be done with this company and for them to stop billing me for services not received. The account number in question is *********. I paid the 51.04 because I do not want anything on my credit.Business Response
Date: 02/10/2024
February 10, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: 10/13/18
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* states that he canceled on 9/28/23. He agreed to stay for 1-month on a trial bases. He was offered a tech to fix his issues, but the tech did not show up.
Vivint agrees to cancel Mr. *******’s service and provide a refund from 10/27/23.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement (Agreement) on 10/13/18 with an initial term of sixty (60) months. Vivint’s records indicate that Mr. ******* called to cancel on 9/28/23. Vivint’s records indicate that on 10/24/23, Mr. ******* was offered a lower monthly fee with a month and a free technician to resolve all equipment issues. Vivint’s records indicate that a technician was not scheduled, and Mr. ******* called to cancel on 1/5/24. Vivint’s records indicate that Mr. *******’s account was cancelled on 2/6/24 and a prorated refund for January 2024 of $20 was sent via check.
A representative from Vivint has reached out to Mr. ******* in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/02/2024
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 has now switched to overseas customer support. I am unable to understand the people that are monitoring and helping me with my system issues. **************** Agents have in the past 2 months deleted my smart panel information causing me to spend days reconnecting services and adding family members. Scheduled appointments have been cancelled without notification. My Smart Panel is chiming every 5 seconds and has done so for the past month. Customer support promised to send me batteries for the equipment. When I didnt receive them I contacted Vivint and they then said that they were unable to send them. Systems were set up for years that were incorrectly installed and didnt function as advertised. I want my contract terminated. And I am not willing to pay this company another *****. The Contract is due to expire this May and I was told that I had to pay 150 termination fee. That is not going to work either. This company is a SCAM!Business Response
Date: 02/08/2024
February 8, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21237337
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: September 5, 2016
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:02/01/2024
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 August of 2023 Vivint sold us a new home security system. We were told that we would be reimbursed for any cancellation fees from our current provider for switching to Vivint. When we submitted the receipt to Vivint from ADP we were told the information submitted was not sufficient even though it was a receipt from the paid invoice. To this date, we have not received credit from Vivint for switching services. I have made several calls to the technicians who had given me direct contact information and never received calls back from anyone. ****** is the sales guy who sold us the unit and then ****** is a service tech that came out to help us with cameras that kept going off in October. This service has been less than satisfactory and the fact that we switched from ADT to Vivint has been a horrible experience and to be out $800 as well.Business Response
Date: 02/07/2024
February 7, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21233676
Complainant: ***** German
Vivint Account #: ********
Date of Agreement: August 5, 2023
To Whom It May ***************** have reviewed the information provided by Ms. ***************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently communicated with Ms. ****** regarding this issue. Ms. ****** explains that further concerns regarding Mr. ************** Agreement and line of credit needs to be addressed. At this time, Vivint will need to address these concerns directly with Mr. ************* as he is the contract signer.
For any additional questions or concerns regarding this matter, ******************** are 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:02/01/2024
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 purchased equipment and had the services installed August 2020 with my ex-husband. I divorced in 2022 and by 2023 I felt as though I no longer needed the security system after I filed for bankruptcy which the equipment that had been financed by vivint was included. I stressed my need to cancel services, numerous times I called and they called me and finally in October 2023, they charged my debit card and I finally got someone to take off the authorization to charge my card and I told them they do not have my permission to charge my bank nor my debit card anymore, to cancel the services.Fast forward 4 months, on February 1, ****, Vivint fraudulently charged my debit card four times simultaneously- Charging $73.45 three times and $62.50 once, totaling the damages I am seeking- $282.85.I called them and requested a refund, stating they did not have my authorization to charge the card. I was hung up on and after I called back was transferred to two different people, then told they would not be refunding my money and I said I would file fraud charges with my bank. I need to wait until the pending charges are posted and then dispute them. Hopefully I can get this resolved soon, I am a single mother in bankruptcy and I feel like they would not listen to me and illegally kept my debit card information for 4 months after I revoked authorization to charge it without my consent.Business Response
Date: 02/10/2024
February 10, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21233216
Complainant: Summer ********
Vivint Account #: *******
Date of Agreement: 8/27/20
To Whom It May *********************** have reviewed the information provided by Ms. ********************;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. ********* account effected 11/15/23 and provide a refund from that date. ******************** 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:02/01/2024
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 were told multiple things by the salesman, which ended up being completely untrue, and are now stuck with a multi year plan, and thousands of dollars in equipment that is completely sub-par and worse than what we had prior to complete.They have sold our equipment debt to a 3rd party, who will not refund our money unless vivint takes back the equipment.Vivint says they wont as its past the cancellation time.We were told by the salesman to wait a few months if we were going to cancel. As it would cause us to have to return our buyout of the *** contract. Which we found out, by listening we now are locked in.NOthing but slight of hand and VERY shady practices.Business Response
Date: 02/07/2024
February 7, ****
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 21232095
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 14, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that the salesperson told him to wait a few months if he were going to cancel, as it would cause him to have to pay back the buyout payment received for the buy out of his ADT agreement. ************* desires to have the agreement cancelled and a refund.
A Vivint representative has reached out to ************** regarding this matter via email. After reviewing the account, ********************** has determined that ************* will remain responsible for the monitoring service agreement and the equipment line of credit with Fortiva.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on June 14, 2023. ************** called Vivint on January 4, ****, looking to return the equipment saying that it does not work as promised.************** stated that all of the equipment is working, however, he does not want it any longer. ************** was informed of the cancellation policy, which is paying off the equipment in full, and a 30-day written notice of cancellation is needed. January 5, ****, Vivint called ************** regarding his concerns. ************* did confirm that he did sign a contract saying he felt misled. Vivints representative again explained the cancellation policy, had the Fortiva line of credit reopened, and lowered the monthly monitoring service fees.
To resolve this matter, Vivint stands by their decision as stated above. ************** may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/01/2024
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've been trying to cancel my services with Vivint for a while. I took them off of automatic payments. I have called and asked them to cancel. They gave a deferment option because hey said couldn't cancel at the time. They continued to pull funds even when I deauthorized automatic payments. Even when I told them to do whatever it takes to stop service on my account and they offered the deferment, they still pulled the funds 4 times unlawfully afterwards. They keep causing me banking issues. Customer service talks in circles, telling me they'd have to get with their manager but to no resolve. They are hard to cancel. They allege that I entered into another verbal contract with them until 2026 but I have no obligation to them.Business Response
Date: 02/06/2024
February 6, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: May 20, 2014
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 provide a refund of all payments made directly to Vivint in the
amount of $179.62 from December 28, 2023, when he was informed a deferment
would be applied. Vivint also agrees to provide a three-month recurring credit in
the amount of $44.79 covering the monthly monitoring service fee till April
2024. 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 Legal
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