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.
- 3,068 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:09/13/2025
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,
***** ******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.
I signed up with this company because someone else recommended them. I was in the phone with a sales person i explained everything with then and told them that my garage was 65 feet away from my home. And was told it would cover that far away from my home. Then on the day my of my install the guy that installed the system in my home tells me that I have to buy another unit to make my garage covered with the alarm system . I had an appointment to go to when they where here my son was here to make sure nothing was going to get stolen. . I get a text saying that everything was done but they cant get the camera to go online.even with my mobile ho.e that is not even a.feet away with Internet service. To me they have already breached my contract because im paying a month for the alarm equipment the a monthly monitor fee every month I have called and just get sent to evevy different departments they haveband tell me and threatened me to send my account to collections. If you cancel you have to pay off the whole equipment and the earlier termination fees. FOR A SYSTEM THAT HAS NOT WORKED FROM THE DAY THAT IT WAS INSTALLED TO ME THEY SHOULD OF JUST TOOK IT DOWN AND TOOK IT BACK NOT MAKE YOU FOR SOMETHING THAT WAS AND WILL NOT WORK .I DO NOT HAVE A PIECE OF MIND WHEN PEOPLE CAN STILL BRAKE IN TO MY GARAGE. AND NO PROOF OF A PERSON ON CAMERA. THIS IS THE WORST COMPANY AND THE PEOPLE THEY EMPLOY DONT KNOW HOW TO DO THERE JOB THEY JUST TELL ME WHEN THEY HAVE AVAILABILITY FOR A SERVICE TECH THEY WILL CALL ME . WHO NO CALL AND YOU GET SCAMMED OUT OF MY GET TO THEY WILL SEND YOU TO COLLECTIONS. WELL I WILL JUST NOW HAVE TO EITHER GO TO A LAYWER TO GET WHAT NEEDS TO BE RESOLVED ON THE COMPANY THAT MAKE YOU PAY FOR A PRODUCT THAT HAS NOT WORKED SINCE THE DAY IT WAS INSTALLED AND YOU WILL JUST KEEP GETTING A RUN AROUND I WISH I WOULD OF READ REVIEWS BEFORE SIGNING UP I SHOULD OF WENT BACK TO BRINKS THEY ARE A MUCH MORE BETTER COMPANYBusiness Response
Date: 09/16/2025
To Whom It May Concern:?
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond. ?
In the complaint, Ms. ****** has requested to a $4,700 refund due to system issues.
Vivint’s records show this account is Within Terms since 7/1/25.
A Vivint representative has attempted to reach Ms. ****** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer a technician and six free months of monitoring, pending account verification and acceptance by Ms. ******.?
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ****** 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 Resolutions?Customer Answer
Date: 09/17/2025
Complaint: 23875560
I am rejecting this response because:
I have called many times to resolve the issues with them. They reply is when they have technician available is always a month out or longer. To fix the problem. Then I dont receive a call for any scheduled . They have only offered a 3 months of service and that was all they wanted to do when they emailed me I have been on the phone many times to just get transferred to all different departments and all of them say the same thing when we have a technician availability for company this big and to just have to wait a month to get someone out or get appointment and never get one . Is ridiculous. So now they send you this info trying to say I have not responded to them I have responded to them.by email .I have all.the email proof I have asked to get alot sooner date. Im am going to be leaving out of state . Then the other appointment they tried to offer i have an appointment and do not have anyone that can be at my home that day and im can not cancel my dental implant surgery. Because that is the set date and was there before they tried to ask me oct 1st . Then the first one was Oct 31st and I told her I wanted it this week or next week . Since it has been since the day it was installed that my alarm system has not worked. That have been months not just a day or a week .They have breached the contract from the day it was installed. They need to be here sooner then a month and not say when availability if I'm paying for the technicians service in my contract I shouldn't have to wait and month and then nit receive and call or get a run around to me giving a 3 month free service or 6 months and saying when we get availability for a tech to come out and cant give me an actual day to have a technician to my home it not resolving the problem its just giving me another run around and then saying they have tried to contact me and acting like I didn't respond to them it wrong because I have emailed them right when I received the email . I cant be on the phone for hours because I deal with dizziness . So if I have to I will.send all the emails that I have responded. To have have technician to come this week or next but not on dates I have an appointment or a month that say availability when it not an actual date to have a technician out to see what is wrong .
Sincerely,
***** ******Business Response
Date: 09/23/2025
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. 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: 09/23/2025
Complaint: 23875560
I am rejecting this response because:
Sincerely,
***** ******. A resolution has not been agreed on for one she clearly told me that there was no technician appointment that was to be on September 26th. To have a technician out to my home. So nothing has been resolved no technician has been to my home for the other two times that it was scheduled for also when I called this company doesn't know how to give customer any service or and help to even fix the problem they just tell you when they have availability for a technician and thats if they have availability for on a month out to even get a technician to someone home is unacceptable. Because you have to miss work and when they don't show up to your home when they have scheduled appointment to be at your home. You have waited all day until 5pm . No show and then you call them back and get told that there was no appointment set. So I have missed 2 days of work do to this company not showing up when I had scheduled twice and then they come up saying there is no appointment set i have the messages and the emails of this person that clearly stated I dont have an appointment on September 26th . So they have breached my contract over and over im sick of paying for the equipment and the monthly fee to monitor my property that cant get the equipment to work on my property form the day of June 26th when it was installed. This company will just make up lies and false information just to not get a bad report From BBB . It sad I had to take it to this level but I was told there was no appointment set on September 26th so this company needs to be put out of business for one on false advertising and ripping people off for two and the bad service they give the customers also they show not charge a fee to leave this company because that is stealing and scamming people . They breached my contract for a none working equipment. Then I get threatened to be sent to collections because im not a happy customer that has been giving the run Around from the day it was installed and onthe phone when I have called this company 10 times and still just get the round. So I take it to the next level on BBB and they are even lying on here also it shame . I guess the next best thing will be a lawyer.Business Response
Date: 09/24/2025
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 to resolve the system issuses. 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: 09/26/2025
Complaint: 23875560
I am rejecting this response because:
Sincerely,
***** ****** im surprised that the texh did show up. He got the camera working in less then 30 minutes. Which that should of been done on the day it was installed. So for all the waisting my time one the phone getting the run around with lying and arguing with none American workers this needs to go back to the American working people that can get it done on the first day when your on the phone to explain what you want and how to get it fixed. Also I don't like when call to make a payment 2 days before the due date get told my I don't owe anything. That my payment was paid in August mind you is the end of September 24 my due date is 26 th of September. So the Philippines dont know how to handle the payment department either. Also I should be able to pay both accounts on the same app and no I don't want to do your stupid auto payment..because I want to make sure the money is un the bank first. So with. People that have two accounts then you need to send me with bills in the mail if you refuse to have away to put both accounts on the app.to have me pay my bill. So im still not happy with this company because they will lie to you all the time. Also if you cancel they want 1000 of. One account and 800 for the other account and the equipment paid off thats 4700 so a told of 6500 dollars this is way over priced equipment and a rip off company to being with and me calling 15 times GET threatened to be sent to collections when your even paying your bill is dear them to send it to collections. I will be writing the worst review for this company to have others know to avoid the worst company out there and how they have treat me with the service they where trying to tell me lies . So I will never accept vinint agreement on BBB.Business Response
Date: 10/03/2025
To Whom It May Concern:?
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond. ?
In the complaint, Ms. ****** has requested a $4,700 refund due to system issues.
Vivint’s records show this account recently had a technician on-site on 9/26/25 to resolve the system issues.
A Vivint representative has attempted to reach Ms. ****** to assist with this matter via phone and email. However, Ms. ****** asked to no longer be contacted by Vivint.
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ****** 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: 10/06/2025
Complaint: 23875560
I am rejecting this response because:
Sincerely,
***** ****** I did not tell them not to contact me ever again I told her to stop calling me every day. Plus when she called I was sick and I was trying to rest this company has called me every day. They even called to try to set up another technician appointment after the technician has already been out so you can see this company doesn't knows what they are doing. They will give you the run around why your system is not working. They have Philippines working the phone lines that don't know how to work anything .They tell you lies they send you to all different departments then they will say to we can send a technician out but only when they have availability and the availability will be a month or more this company needs to be put out of business for good they treat customers like crap and they give the worst service for over priced equipment and over priced services. They also need to look at time zones so they don't call me after 6pm . They call you at 7 to 8 pm this is rude . ALSO DONT CALL ME ON THE WEEKEND THAT IS MY TIME TO RELAX. AND NOT DEAL WITH PEOPLE CALLING LIKE A BUSSINESS. ONLY FAMILY CAN CALL ME ON THE WEEKEND. THEY CALLING EVERY DAY IS UNCALLED FOR ALSO SO WHEN SHE CALLLED ME ON THE WEEKEND AND IM DEALING WITH BEING SICK I SAID DONT CALL ME EVERY DAY AND I HUNG UP I DIDN'T SAY I DIDN'T WANT TO BE CONTACTED. THEY LOVE TO PUT WORDS IN YOUR MOUTH THAT WHERE NOT SAID I WILL NOT ACCEPT WHAT THEY ARE STILL TRYING TO DO. THEY NEED TO STOP LYING .Initial 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.
We’ve had Vivint for the past probably 5 years. It’s always an issue with the equipment, cameras not working. Today we had a group of juveniles looking into our cars and the cameras did not get it picked up. Cameras suddenly stop working and it’s always an issue after issue. We always have to restart everything, and their resolution? A protection plan for a service that does not meet their selling points. It’s suppose to be the best of the best but it is the worse. I’ve tried cancelling today and they’re just giving me the run around.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.
A Vivint representative has reached out to Mr. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. *****'s Vivint account. 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: **** ****** ***** ***** ** *****, 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 23875035, 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.
I took over the contract ins security system when I purchased my home in September 2020. The contract was for three years. I never used the service but I paid off the equipment. I lost my job when the company I moved here for closed. I could no longer afford to pay the monthly service fees and I requested my service be disconnected in December 2024. The 2nd person I requested the cancellation told me she would give me a discount and two months free. I told her specifically I wanted to make sure this was not a contract because I wasn’t sure I could pay for more service even with a discount. She said this was “not a contract, just a discount.” A week later I decided to go ahead and cancel because even with the discount I was too broke. I called for the 3rd time requested a cancellation but was told that I had signed up for another two year contract which I never did. She said they had sent me an email (which I had never saw) committing me to this so called contract despite me explicitly stating I would not enter a contract. I explained that I never agreed to this and she said they would not cancel my contract until they listened to the recorded phone call and they would email me with their decision but I never received this promised email. I paid for a couple more months with gift cards I received for Christmas and then stopped paying. They did not give me the promised two months free. They would not terminate any account despite my three attempts. They would not terminate despite me not using or paying for the service to mitigate their losses because that would mean they could not continue to charge me. They harassed me by phone multiple times daily and made my alarm constantly alert every minute for weeks. Now they have turned me over to a debt collector. They are like the mafia charging “protection” money when they are the ones consumers need protection from. They use credit score to coerce people into paying money they do not owe.Business Response
Date: 09/18/2025
Vivint Account #: *******
Case #: CA-*********
??????? ?
To Whom It May Concern:?
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond. ?
In the complaint, Ms. ****** has requested balance forgiven to protect her credit due to stating she took over the security system contract when she bought her home in September 2020, agreeing to a three-year term but never used the service, though she paid off the equipment. After losing her job, she requested cancellation in December 2024 and was told she’d receive a discount and two free months without entering a new contract—something she explicitly declined. Despite this, the company claimed she was enrolled in a new two-year contract without her consent, refused to cancel after multiple requests, failed to follow up as promised, and eventually turned her over to collections while harassing her with calls and alarm alerts.?
Vivint’s records show that Ms. ****** renewed her contract on December 9, 2024, and a confirmation email was subsequently sent to her.
To date, Vivint has not received an official notice of cancellation from Ms. ******.
A Vivint representative has attempted to reach Ms. ****** to assist with this matter via phone and email. After reviewing the account, Vivint is willing to waive the outstanding collection balance as a gesture of goodwill, pending account verification and acceptance by Ms. ******.?
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ****** 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 ResolutionsInitial Complaint
Date:09/11/2025
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 a home security system about 2 years ago for .my family home because I travel alot for work. Not 2 months after the system was installed it quit working. I called vivint and they wouldn't come out to fix it unless I pated an additional 75$ service fee. I told them no and them ended it there. My wife ended up figuring it out and fixed it. Another month or so went by and it quot working again. Found 1 of the wires from the plug fell out of the connector. I myself ended up fixing it after vivint refused to help. Now a couple months ago after they semt me reviews to fill out for them i told them how much I didnt not like the system. Ever since then my automatic bill pay doesn't work with them. I just want it taking off my house and every time I talk with them about it there's some other additional fee or fine I need to pay. The system is trash and I don't trust it to protect my family.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 cancellation due to lack of support with equipment.
Vivint’s records show that there is a troubleshooting case in 2022, however Mr. ******* was not located at the residence to troubleshoot. Records show that there are no cases regarding the Door Lock until 2025 when a technician visit was scheduled to service the equipment. However, Mr. ******* was invoiced for the visit.
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 apply a credit to Mr. *******'s account for the technician visit and one month of Vivint's monthly monitoring, pending account verification and acceptance by Mr. *******.?Additionally, Vivint is prepared to assist with switching Mr. *******'s account to autopay and to offer an upgraded Door Lock at no cost to him.
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 ResolutionsInitial Complaint
Date:09/11/2025
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 called repeatedly to cancel service. Only to be told that a request needs to be made and it would be another 30 days before cancel. When asked about billing, I was told I may receive another bill and i might be refunded, but if I don't pay the bill then my services would not be canceled because of the past due balance. A total ripoff!!!!Business Response
Date: 09/16/2025
Vivint Account #: *******
Case #: *********
???????
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. ?
In the complaint, Ms. ******* has requested the cancellation of her account due to repeated attempts to cancel. ?
Vivint’s records show that Ms. ******* has asked to cancel her account to multiple representatives but the cancellation process has not been completed. ?
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer to reduce Ms. *******'s monitoring rate to $24.99 and keep her account in its month-to-month status. Vivint's representative is also ready to schedule a call with Ms. ******* to help process her cancellation and discuss other options for her account. These options are pending account verification and acceptance by Ms. *******.
To resolve this matter, Ms. ******* may contact Vivint’s representative to proceed with the proposed resolution. 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions
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