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
- 8,420 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:01/04/2024
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.
Took 6 months for Vivint to cancel my service once I requested it after I sold my house. Finally got them to cancel but now having issues getting them to refund me my money for 5 months of service that I shouldn't have had to pay for if they would have canceled when I requested. I never had issues with Vivint for service but their cancelation and refund departments are horrendous.
Business Response
Date: 01/10/2024
1/10/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21098202
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: 8/27/2010
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 refund $253.20 which will be received within **** business days. **************** 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:01/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a Vivint customer since the beginning of 2021. The sales rep who came was deceptive misinformed me regarding questions I asked about the contract. Under my better judgement I believed him. He did half of the work and said he was follow up and come back the next day but took a week for him to come back finish up which I had to call several times about. I tried to cancel during this time but was told I could not so I just sucked it up and figured after I paid off the equipment I could cancel then per the technician who came out. I have had my equipment paid off since 2022 and was moving to a new house so I called to cancel and that was a nightmare. Every person I spoke to gave me different answers and one individual was downright rude and unprofessional. He told me his name was “Winn” and after I called him out on his behavior, he said his real name was “Cole” and not Winn when I responded that I would take my complaint to the BBB. Which I have screenshots of our conversation through Viviant as proof. I have made several attempts to cancel but was told I was under contract until my equipment was paid off. Which it has been for quite some time now and now I am getting told I am under contract for 5 years. I keep getting lied too and keep getting charged. The company just gives you the run around. I feel as they are doing everything they can to keep me locked into a payment for a system I have not been using and no longer live at the house I had service at! Please help me get this canceled.Business Response
Date: 01/08/2024
January 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: January 7, 2021
To Whom It May Concern:
I have reviewed the information provided
by Mr. ***** and
appreciate the opportunity to respond.
In his complaint, Mr. ***** states that upon his original installation only half
of the work was done. He states he was told that the technician would come back
the next day, but it took over a week for someone to come out and complete the
installation. Mr. ***** states he
requested to cancel during that time but was told he could not cancel. He
states he was told by the technician he could cancel once the equipment is paid
off. Mr. ***** states he
paid off the equipment and was moving so he requested cancellation. He states
he has gotten different answers from several representatives. Mr. ***** desires
a refund.
A Vivint representative has attempted to contact Mr. ***** via email
in efforts to resolve this matter. Vivint offers to cancel the remaining Vivint
monitoring contract without further penalty to Mr. *****.
Vivint’s records indicate that Mr. ***** signed a Purchase and Service
Agreement (“Agreement”) on January 7, 2021. On March 17, 2021, Mr. *****
requested the cancellation of his account due to an incomplete installation.
Vivint notes show Mr. ***** accepted a technician to complete the installation.
Vivint records show on October 30, 2023, Mr. ***** requested the cancellation
of the account due to moving. Vivint notes show that Mr. ***** was informed of
his contract buyout of $612.82 and that his equipment would need to be paid
off. November 20, 2023, Vivint received the required Notice of Cancellation to
cancel the account of Mr. *****. Vivint records show on November 27, 2023, it
was found that Mr. ***** still needed to pay the contract buyout in the amount
of $589.25.
With the provided information Vivint offers cancellation without
further penalty. Mr. ***** may contact Vivint’s representative directly with
any further questions or concerns in 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:01/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Due to a overseas military move we had to cancel our vivint alarm service. We were made aware to notify vivint of cancellation for at least 30 days, so we did. On 20 Nov 2023, we called vivint to notify them of our cancellation request. They instructed us to email cancellation request and so we did that same day. On 22 Dec 2023, we called vivint to confirm cancellation status as we did not receive any email confirmation of the cancellation status. Apparently our vivint alarm service is still active but the vivint customer representative we spoke to on ***** confirmed to us that they received our email cancellation request and verified that our vivint home alarm equipment has been paid off since Feb 2021. We got vivint Jan 2021. So again we waited another week and on 27 Dec 2023, we noticed vivint charged us for the monthly alarm service. So we called vivint that same day to ask status of the cancellation request since it has been way over 30 days. The vivint rep once again informed us that our account is still active but that they did receive our cancellation email request on 20 Nov 2023 and once again verified that our vivint equipment has been paid off. The vivint rep we spoke to on 27Dec stated he will send our cancellation request to his supervisor so his supervisor can process the request that day and that we would also get a refund for the monthly fee they wrongly charged us. So we again waited and called today 03Jan2024 to check and again its still not cancelled. The vivint rep stated she has sent it to the back office team which I was told was higher than a supervisor to process the cancellation. I was told it will take 3-5 business days to receive an email for the cancellation. I am writing this complaint today b/c I have done my required part as a customer on how to cancel the right way . We are a military family and has since moved due to military orders overseas and yet vivint dont seem to understand why had to cancel and is giving us a ran aroundBusiness Response
Date: 01/09/2024
January 9, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21091877
Complainant: Glassy Barnhart
Vivint Account #: *******
Date of Agreement: 1/22/21
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 Ms. ********* account and waive her buyout. ******************** has no further obligation to Vivint and 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: 01/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Glassy ********Initial Complaint
Date:01/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Service is not working they refuse to send a technician to fix the device trying to charge me a fee to have tech support fix it showing offline and a full months bill and has not worked entire month I want bill adjusted and service fixedBusiness Response
Date: 01/09/2024
January 9, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: May 6, 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 resolved
Mr. ******’s concerns with a Smart Home Professional that replaced batteries
and the doorbell camera. Vivint also provided a credit to cover one month of monitoring
service fees. Mr. ****** 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:01/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Deceptive sales tactic upon signing a contract with the company. It was not until I contacted Vivnt to cancel my service that I was told we were locked into a 5 year contract. I would not have ever agreed to a 5 year service for Home Security. Dissatisfied with equipment and service. There have been several break ins in our neighborhood and we did not receive 1 alert that someone was in our driveway. Yet, we receive all types of alerts when rabbits and people are walking by on the sidewalk. The final straw is when Vivint automatically withdrew a payment out of my account without my permission. It took them 3-5 day to refund my account. Then on 12/29/23, they did it again without my permission. This placed my checking account in a negative status. As of 01/03/24, I am still waiting on them to refund my money back into my account.Business Response
Date: 01/09/2024
January 9, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21090869
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: October 7, 2020
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that it was not until she contacted Vivint to cancel that she realized that she was locked into a 5-year contract. ******************** explains that she did not sign a 5-year contract and they have been dissatisfied with their services. ******************** desires reimbursement and cancellation without any fee.
A legal representative from Vivint has attempted to contact ******************** via email and phone to resolve her concerns.
Vivints records show that ********************************* and ******************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $54.99, and total equipment fee of $2,046.96 that was financed through Fortiva, plus applicable taxes during that term. Vivint relied on Mr. ********* representation to ensure he understood their commitments to Vivint as outlined by the Agreement.
Mr. & ******************** may contact ********************************** / ************) directly if they have 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 LegalInitial Complaint
Date:01/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Wanting to cancel service on 12/29/23. Vivint wants to wait till new owner starts their service. UnacceptableBusiness Response
Date: 01/08/2024
January 8, ****
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21090423
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: October 28, 2017
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she called Vivint on December 29, 2023, to let them know she sold her home and to cancel the service. She states she told Vivint she left the paid off equipment with the new homeowners. ****************** states she was asked for the new homeowners information so the service would be transferred, and if not transferred within three (3)-days the service would be cancelled. She stated she noticed could still see her home on her account and when she called Vivint she was told it would take 30 days to cancel. ****************** desires cancellation.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has provided cancellation Ms. ******** Vivint account effective December 29, 2023. Vivint also provided a refund of $49.33. ****************** can expect her refund to arrive within five (5) business days.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on October 28, 2017. Vivint records show on December 29, 2023, ****************** reported to Vivint that she sold her home, and the new homeowner would take over her account. On January 3, ****, ****************** notified Vivint that her loan was paid off and was informed by Vivint that the new homeowner did not take over her account.
With the provided information Vivint cancelled the account and provided a refund. ****************** has no further obligation to Vivint and may contact Vivints representative directly with any further questions or concerns in 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: 01/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
Date:01/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
01/03/24 I called Vivint customer service because my camera does not work. The company installed the device in the ceiling of my garage. The agent asked me to stand on a stool to unplug the device. When I stated I do not feel safe because I am on medication that impairs my vision and causes drowsiness I was told I had to pay $99 for a technician visit.Business Response
Date: 01/09/2024
1/9/****
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21089942
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 7/14/2021
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
Vivint sent a technician to Ms. ********** home on January 6, **** at no cost. The technician repaired the camera. ********************* 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:01/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've canceled Vivint some time last year because they were charging too much for service that was not soothing. When I called to cancel, I spoke with a supervisor. She informed me that I had to pay $99 to finish out my contract, since my equipment was paid off. She advised that I had to submit the cancellation request also. This was right before I filed bankruptcy. I thought every thing was fine, then I get an invoice and a call months later about a balance and my service not being disconnected. ******* stated it was never updated so I asked for another supervisor. The supervisor did something with the balance and assured me the balance would be canceled. That was in September or October, while still in active bankruptcy. Today, in ****, I receive an invoice requesting $23.43. The original amount was $53.43 but I have a credit of $30. First of all, the account is supposed to be cancelled. Secondly, I never received any other invoice or made any payments to have a credit. The new invoice is very triggering. The was already billing me at my lowest financial point, during bankruptcy and they are still harassing me after I was advised multiple times that the account was canceled and taken care of. My account number is ********* and the statement is dated for periods 12/22/23-1/21/24, statement date 12/22/23 and payment due date 01/06/24... I'm so tired of dealing with them. This situation is causing unnecessary stress and anxiety.Business Response
Date: 01/09/2024
Tell us why here...
1/9/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21088914
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 5/25/2019
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 the account and waive the balance of $17.47. ************* 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: 01/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:01/03/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I noticed that we are getting a charge to our credit card from LOC CITIZENSONE LOAN. I researched it and it was supposedly for equipment financing from Vivint. In looking at the paperwork that I supposedly signed I see two huge red flags. One, the date of the contract is on the same day that I took my wife to **** for her hysterectomy appointment, Second, the signature that is recorded as mine is not a wet signature but one that could easily be inputted by someone posing as me. Additionally, the signature records only as my first and last name, which is not how I sign my name since I have the same first and last name as my dad. Therefore, I always sign my name with my middle initial. I would not sign anything without my wife also signing. We want all Vivint equipment removed and cancellation of our security service.Business Response
Date: 01/09/2024
January 9, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21088783
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: March 16, 2022
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************** and a resolution has been agreed upon. At this time, Vivint has agreed to apply a credit in the amount of $200 for a past discount owed and apply a $25 discount on your security account for the remainder of your agreement ending March 16, ****, as promised for installing a solar system. ********************** 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:01/02/2024
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 completed an agreement with a sales rep over the phone who stated I could end once I moved from the rental property. Of course that was not true. So I have been a customer for almost three years although dissatisfied with the service. I am doing a complaint today to request ending the service again because someone was able to approach my front door at least twice without the camera ever registering the person. This is not the first time this has happened. Due to the contract I am told I cannot cancel until May 1, ****. My hope is that there have been other complaints that are similar that BBB would assist with the cancellation.Business Response
Date: 01/08/2024
January 8, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21088543
Complainant: ****** Cosey
Vivint Account #: *******
Date of Agreement: May 1, 2021
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she was told by the sales representative over the phone that she could cancel her services when she moved from the rental property. She further explains that was not true and she is now being told she cannot cancel until May 1, ****. ************** desires the cancellation of her services and equipment contract without penalty.
To assist, Vivint has decided to cancel Ms. ****** Agreement without penalty. It's important to note that she remains accountable for the equipment loan with Citizens One.
Vivints records show that ************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. ************** represented that she would pay a monthly services fee of $29.99, and total equipment fee of $2,732.21, that was financed through Citizen One, plus applicable taxes during that term. Vivint relied on Ms. ****** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining months on her contract. ************** has no further obligations to Vivint, however, she is still responsible for the cost of her equipment.
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: 01/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me regarding Vivint but still have a concern with the remaining charge from Citizen One equipment. Let me know if there are any options for equipment concerns that Vivint states they will not retrieve. Although they utilized Citizens as a part of the servicing. Thank you for the assistance provided.
Sincerely,
***********************
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