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
- 8,409 total complaints in the last 3 years.
- 2,976 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:01/19/2024
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.
Purchase a security system and one camera has installed incorrectly, they claim the put a glass break detector on the wall, they didn’t. They were asked to put a sensor on the garage window, they didn’t. They want to charge me $99 to come find the glass breaker detector and to fix the incorrect installation of the camera. They said they would call within 24 hours. As of Monday, January 15, 2024 I have not gotten a call back with an appointment. One person I spoke to was rude and said I HAD TO PAY for them to come fix their errors. I have called them 4 times and not getting any response.
Business Response
Date: 01/23/2024
January 23, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: ********
Date of Agreement: October 2, 2023
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 send a technician to resolve the system issues Ms. ****** is experiencing free of charge. 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:01/19/2024
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 had Vivint services at my home of residence at ************************ I then sold my home in June 2022. Which at that time had called several times to cancel my service since I sold my home. I spend several hours on many different dates to cancel my services and spoke with many different representatives and was told that my cancellation call was not on file. I also had previously paid my equipment off when I first started services. So the only balance was my monthly monitoring fee. Which I was on time and ok with paying. I then purchased a new home in May 2023. I signed up for services once again and bought brand new equipment that I am paying for also with a monthly monitoring fee. I received multiple calls in October 2023 that I had a balance due for the time my account was cancelled. During the time of the move I lived in an apartment with no services needed. I have went back and forth for months now and now I am in collections for this amount ******. I was sent to collections for an amount that is not Owed! I have gotten no where with phone calls and now extremely frustrated with this situationBusiness Response
Date: 01/24/2024
1/24/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21167421
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 6/3/2022
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 close ********************** previous account with collections. ******************** 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:01/18/2024
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 called for assistance with my equipment around June 2023. They were not able to help so I asked to cancel my service. I was almost convinced to sign up for new equipment and a new contract but I declined. I canceled my payments from my checking account so they could not bill me anymore. I did not have a current contract with them. I dont know how but they started charging my credit card for the monthly payments. I called my credit card company to put a stop Payment on vivint. I contacted Vivint twice telling them about my experience and how I wanted to cancel my service. I kept receiving calls, emails, and now I got a bill from them saying Im past due. I do not want anything to do with vivint and do not want them to have access to my account or credit card. They can come get their old equipment if they want even though its paid off and is technically mine.Business Response
Date: 01/24/2024
January 24, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21166228 Complainant: ****** Bouphachay
Vivint Account #: *******
Date of Agreement: July 9, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, Ms. ********** explains that she called for assistance around June 2023, and did not get any help so she requested cancellation of her services. She further explains that she kept being charged and she had to contact her bank to stop payments. She is now being contacted about a past due balance even though her equipment has been paid off and she no longer has contract. Ms. ********** desires billing adjustment.
At this time, Vivint agrees to cancel Ms. *********** Agreement and has waived her past due balance of $231.14.
Vivints records show that Ms. ********** signed an Agreement in which she agreed that service would continue month to month after the initial term of thirty-nine (39) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). A notice of cancellation was not received, however, Vivint will accept this complaint as Ms. *********** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/18/2024
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 been non-stop harassed by this company for months. I received a quote months ago but decided to go with another company. After the first few times of being contacted, I asked to be removed from all contact lists. I have been harassed multiple times a week through calls, voicemails, texts and mail.Business Response
Date: 01/23/2024
January 23, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:********
Complainant: ***** ********
Vivint Account #: ******
Date of Agreement: NA
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 place Mr. ********’s information on all possible do not contact list within Vivint to prevent any further contact. 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:01/18/2024
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 moved out of my house on Sept 30th, 2022. At the time, I contacted Vivint to let them know I no longer needed their service. They wanted me to "transfer" service to the new owner of my home. We all agreed and new owner would do a "take over". I paid off the balances that was owed for the equipment in order for this to take place. Fast forward 3 months later, i was getting late notices from Vivint about the bill. I called and let them know I transferred service and their service member even came to the house to handle everything right after I moved. They said they were looking into this as I was NOT RESPONSIBLE for the bill. Now I am receiving COLLECTION NOTICES from Vivant for over $200 in fees..AFTER they said they were working on getting the debt removed. As I closed on that house, no longer was the owner, and "did a take over".I've NEVER had anything late in my life. This company is A JOKE and I would NEVER EVER recommend them to anyone. I was doing them a favor to allow the buyer of my home to take over their service, and this is what you get out of them.Business Response
Date: 01/24/2024
January 24, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21163997
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 10/2/18
To Whom It May *********************** have reviewed the information provided by Mr. *************************** 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 remove ******************** account from the collection agency. ******************** has no further obligation to Vivint and 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:01/18/2024
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 June, I called to transfer my services because I was moving from a house to an apartment.. However, I called once I found out the apartment complex dis not allow security systems, I called to cancel, I have not used the service since July and every month Vivint continues to charge my credit card. I've called many times and they have all said the same thing. They confirmed I haven't used the system, say the notes and promised to return my funds. However they have not and also keep attempting to bill my account opposed to closing it. I seek to have my account closed, and refunded in the amount of $330.Business Response
Date: 01/24/2024
January 24, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: February 10, 2021
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 forgive the remainder of the monitoring service agreement effective
July 11, 2023, when the equipment was removed. Vivint also agrees to refund all
payments made directly to Vivint from that date forward. 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:01/18/2024
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.
On December 13 Nickolos M******** came to my house and spoke to my husband ***** ****** pwho called me from the house to sell this vivint system I told him I was not interested because I was happy with my other security system upon continuance begging for me to listen to his pitch on how great the system he was offering is and promising that he will gove me a trial period of 2 months to try the system and if I was not happy with it vivint will come and put my pervious system back no question and no problem and I will not be charged or owe anything to the company which mow I see was all lies. I was promised a working system that has not worked with my wifi from day one because it is not compatible with my wifi provider and i did not receive all the equipment purchased and promised to me and when I called about this I get that i did not cancel on time but if you are given a system to try out and the system is not working and you are waiting for equipment to try and make it work you can not cancle on time and vivint know all this but refuses to here my side plese help meBusiness Response
Date: 01/24/2024
January 24, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: ********
Date of Agreement: December 13, 2023
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 the sales representative
promised a two-month trial period, that if she were unhappy, Vivint would remove
the equipment, and re-install her previous system.
Ms. **** desires the security system to be removed and to be refunded.
A Vivint representative has attempted to contact Ms. **** regarding
this matter via email. After reviewing the account, Vivint agrees to schedule a
Smart Home Professional to remove the equipment. Once removed, Vivint will
proceed with a full cancellation of the monitoring service agreement, a refund
of the equipment line of credit, and a refund of all payments made directly to Vivint.
Vivint’s records indicate that Ms. **** signed a Purchase and Services
Agreement (“Agreement”) on December 13, 2023. Vivint attempted to contact Ms.
**** via phone and email on December 19th and 21st, 2023,
to schedule a Smart Home Professional to install a glassbreak sensor and hook up
her new router. Ms. **** called Vivint several times in January 2024, saying
she was promised a two-month right of rescission period. Vivint’s representative
informed Ms. **** that the sales representative confirmed in offered two free
months of monitoring service fees, not a two-month right of rescission period. Ms.
**** was advised of the cancellation policy and buyout of the agreement.
To resolve this matter, Vivint agrees to the resolution as stated
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 LegalCustomer Answer
Date: 01/29/2024
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:01/17/2024
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 refuses to cancel my account, I no longer have the service and neither can I get this service where I live now. They are unfairly charging me for services that I do not have and that I am not using. They claim that there is nothing they can do. I have offered to return the equipment there third party vender refuses to accept the equipment back and told me I have to pay for the equipment. This is equipment that I am not using nor can I use it because I moved I no longer live in a home. And now in addition to the monthly equipment charge they are making me pay for a monthly service charge for service I do not have.
They are refusing to allow me to cancel and return the equipment they keep telling me that I have to pay and continue to pay.Business Response
Date: 01/23/2024
January 23, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ******** Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: November 3, 2020
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 to address and resolve the current issue. At this time, Vivint agrees to cancel her account without penalty. However, it is important to note that she remains accountable for her equipment loan with Citizens One.
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:01/17/2024
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 been with them for over 2 and a half years. I&#**;ve been having issues for my system. It does not record and Its goes out during storms. I was told everything would be reimbursed I didn&#**;t get reimbursed. I was told they would send me new equipment and the technician told me I didn&#**;t need it. A few months later I keep getting phones calls saying that I owed $500 for the equipment. The technician who came out to install it took it back with him when he told me I didn&#**;t need it. I was told they would investigate it but they are still calling and trying to take the $500. I was never refunded for the issues with the service like they said. I keep calling and all they want to talk about is the $500. I was able to find the technician and he gave me the equipment but now i cant return it because it past 30 days. I&#**;m being told that a ticket would be submitted and I would receive a call in 48 hours. They keep prolonging that.Business Response
Date: 01/24/2024
1/24/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21159638
Complainant: ************************************
Vivint Account #: *******
Date of Agreement: 8/31/2022
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint has waived $500.00 from **************-browns bill. ************************* 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: 01/25/2024
Complaint: 21159638
I am rejecting this response because: they still haven't tooking off my bill from the days and Months that I didnt have service because of technical issues that they were having or from the storms and lost of power. They keep taking out full payment every Month and said it would be handled and never was. They said it would be refunded but for 3 Months it never was refunded back to my account.
Sincerely,
************************************Business Response
Date: 02/01/2024
2/1/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21159638
Complainant: ************************************
Vivint Account #: *******
Date of Agreement: 8/31/2022
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint has waived her overdue balance of $191.98. **************-browns account balance is now zero.
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: 02/02/2024
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:01/17/2024
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.
Security cameras not working as promised, not picking up activities coming on and off my property on a 24/7. Technicians have been more than 10 times since beginning of the contract and I don't feel safe at all for me and my family. I need them to replace system or let me out of the contract with out penalties so the I get a company that I can depend on. I pay $60 per monthlyBusiness Response
Date: 01/23/2024
January 23, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: August 6, 2022
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 schedule a Smart Home Professional to service the cameras. Should the
Smart Home Professional deem the cameras needing to be replaced, they will be
replaced at no cost. Vivint also agrees to lower the monthly monitoring service
fee by $10 per month for the remainder of the monitoring service agreement. Mr.
****** may contact Vivint’s representative directly if HE/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 Legal
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