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
- 8,431 total complaints in the last 3 years.
- 2,983 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:12/24/2023
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 enrolled for security services for my home in September. My cameras went out a week later as someone stole my package from my porch.October my car and my wifes car was broken into in our driveway no footage from the camera November my car broken into again no footage Called multiple times and was treated poorly asked to buy more products.Thanksgiving day cable man put a cable from my driveway in my backyard to my front yard no footage no alarm **************** told me my camera are not for security just to see whats outside December man in my backyard and went to the front no alert and no footage in the front yard my app went offline I called customer service many apologies and asked for a refund for the second time the man I spoke with told me he would help me along the way and send a special tech team as he sees it is the fault of Vivint they will be out in 24hrs a week later no contact and I called back asked for a refund they said Im so sorry Ill send some one out tomorrow never showed called in after I waited from 4pm-8pm they lied and said it was scheduled for the next day but I have confirmation so they put in an order for the next day no show called in and rep ****** was very rude and refused to let me speak to his manager said they would call me within 2 days and no call from anyone after 4 days
Business Response
Date: 12/28/2023
12/28/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21052121
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 9/16/2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint ******************** states he is dissatisfied with the equipment and service. ******************** requests a refund and cancellation.
To assist ********************, Vivint is willing to cancel and refund Mr. ********* account upon receipt of the equipment. A representative from Vivint has contacted ******************** via email to schedule a system removal appointment.
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:12/24/2023
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.
Family & I moved from our house to a new house. Did not want to bring our security system to the new house so we agreed to pay off remaining balance & sell the system with the house. First month in the new house I was charged for Vivint. After spending about an hour and a half on the phone with them they said they cancelled the payment. I was just charged again by Vivint. At this point they are just going to keep charging me on a monthly basis even after I’ve cancelled my subscription twice.Business Response
Date: 01/02/2024
January 2, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: 7/21/20
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 cancelled Mr. ******’s account and provided a refund. 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 LegalCustomer Answer
Date: 01/02/2024
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:12/22/2023
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 Vivint 4 times today 22-Dec-2023 becasue either I was hung up on or just rerouted to someone else! Clearly you represenatatives do not know how to read bills at all. I want a credit on my account of $75.08 for the inconvenience this has caused me I am suppose to be cooking dinner right now but instead I have to get this issue sorted out.
1. My bill is under someone Name ***** **********
2. I received a bill under ***** ********** that I have already paid but your representative was still saying I owe $75.08. It's been paid for.
3. I could not log into my account for what ever reason.
4. I want a credit on my account of the 75.08 for the inconvenience.Business Response
Date: 12/27/2023
12/27/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 1/31/2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to issue a credit of $75.08. The name on Ms. ****’
billing account has been corrected. 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:12/22/2023
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.
Called and requested cancelation of service in **** was told I would a receive an email with instructions to cancel. Never received email. Continued to be charged monthly. Called to dispute charges and was told it would take another 30 days with another monthly charge to cancel. Over $300 in charges have now been incurred when original request for cancellation was ignored.Business Response
Date: 12/30/2023
December 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21046365
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: 1/30/18
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 **************** and provide a refund. **************** 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:12/22/2023
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.
Over the summer, Vivint, Inc. came to our home an installed a security system. I was fully qualified for the loan amount and was going to make monthly payments. The technicians installed all the equipment that very night the guy came to our door. Before the sales person left he said everything was all good and the team had installed everything so I thought it was all fine. The first month bill I received had an extra charges of over $800. When I called Vivint, Inc. to get an explanation about this charge they could not explain it to me and said it should have been included in the original amount I financed. It is not my issue that one of their workers messed up the financing and if I would have known about the extra $800 I never would have moved forward with the system. Furthermore they have now sold this amount to a collection agency that is now continuously calling my phone.
I have contacted the collection agency to dispute this debt and have asked repeatedly for information and documentation supporting these charges but no one has been able to provide me any information. The collection agency has the debt in a dispute status and says they are waiting to talk to Vivint, Inc.
I want this issued solved and I want this debt cleared as soon as possible.Business Response
Date: 12/27/2023
12/27/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: 5/3/2023
To Whom It May Concern:
I have reviewed the information provided
by Mr. ******* and
appreciate the opportunity to respond.
In his complaint, Mr. ******* explained that he was incorrectly charged for the
equipment. Mr. ******* further explained that the account has been sent to
collections. Mr. ******* requests that this account be closed with collections.
To assist Mr. *******, Vivint is willing to
close the account with collections and forgive the line of credit upon receipt
of the equipment. A representative has contacted Mr. ******* via email to
schedule a system removal appointment.
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:12/22/2023
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.
My door lock stopped working because the batteries were low. I changed the batteries the lock started working again. However, I noticed that the Vivint App no longer worked the way it had previously worked. The app now prompts to me sign in but I cannot sign in because the system does not have the correct email address. I have called 3 to 4 times and spent hours on the phone each time I called I was asked to state my problem over again from the beginning as if I had never called before. The representatives are polite but lack the skill to resolve my issue. I have been told that I will receive a call back from the tech department that never happens. It has been about 2 weeks and I am still not able to secure my home using the Vivint App. The customer service is very poor. No follow-up. The only thing that happens without a problem is the debit from my account for the monthly payment. I need for the App to work as promised.Business Response
Date: 12/28/2023
December 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21045364
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: July 2, 2021
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************** explains that her Vivint application no longer works the way it used to after she replaced the batteries on her door lock. ************** desires to be contacted by the business.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve her concerns.
Vivints records show that ************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $24.99, and total equipment fee of $2,257.77 that was financed through Citizens line of credit, plus applicable taxes, during that term. Vivints records indicated that on October 16, 2023, ************** contacted Vivint about her application issues and over the phone troubleshooting assistance was offered to resolve it.
************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/21/2023
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 was under contract with Vivint Home Security for a security system in ******************. I had to move from that address in October 2020. I continued to pay for services through April, 2023 when I payed off the remainder of the contract on 4/12/23 as allowed in the contract. I received an email confirming that they had received the appropriate information. They continued to bill me on 5/9/23 and 6/9/23 collected via automatic payment through my bank account. In July, I blocked future payments and called them with my complaint. They stated during that call that I had met all contract requirements and that they would "escalate" my claim to the cancellation department and I would be issues a refund for the 2 extra months I was billed. The following month I began receiving daily calls from them. I blocked the number they were calling me from. After a few weeks they began calling from another number. On November 1, 23 I called again. Went through the same process of talking to a person in customer service. This time I took down a name and badge ID. He again assured me that I had met the contract requirements and that my cancellation would be escalated. I expressed concern that I had closed the account in April and is was now 7 months later and the issues had still not been taken care of and I was receiving daily harrassment calls. I reminded him that I had called in July as well, of which he stated they had no record. He placed me on hold and told me he would speak with the cancellation department and make sure they had received the "escalation." I asked what I should do about the harassment calls and he told me to ignore the calls. After a few weeks, I stopped receiving the calls. Today, 12/21/23, I received an email notification from ************* Solutions, LLC informing me that they were attempting to collect a debt I owed Vivint.Business Response
Date: 12/27/2023
December 27, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21042885
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 8, 2019
To Whom It May ***************** 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 remove the account from collections leaving the account closed and refund all payments made directly to Vivint from April 12, 2023, forward. Mr./***************** may contact Vivints representative directly if he or 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: 12/27/2023
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, pending receipt of the refund check.
Sincerely,
*****************************Initial Complaint
Date:12/21/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint has caused major issues since engaging the contract for services. In the 3 months before I discontinued paying for the service, I have had nothing but contious problems. I had to miss three days of work because of technicians sent to install and service the system. The first technician did not show to install the system. The second technician install the panel upside down so it did not work. The system had to constantly be rebooting in order fore to monitor my home when I was at work. I have had to reach out to customer service at least once a week since getting the service. Once I ceased payment then the account was sent to collections. I have made arrangements to pay for the equipment after being told that I could not return used equipment. As recently as today I was told that in order be done with this company I would have to pay $800 for a service that they have never properly provided.I am willing to pay for the services "provided" but not $800.Business Response
Date: 12/27/2023
December 27, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21041101
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: January 24, 2023
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 remove the account from collections leaving the account closed with no refund being warranted. ************ 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:12/21/2023
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 trying to cancel my account with this company for almost a year. They keep taking out monthly charges and telling me that my account is still active. I have been on the phone many hours trying to resolve this with no resolution.Business Response
Date: 12/27/2023
December 27, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21040550
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: March 25, 2021
To Whom It May ***************** have reviewed the information provided by Mr. ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ************************ via phone in an effort to address and resolve the current issue. At this time, Vivint agrees to cancel Mr. *********** account and issue a refund of all payment taken after September 21, 2023, to his credit card ending in 8205.
For any additional questions or concerns regarding this matter, ************************ is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/21/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had my security system upgraded earlier this year. Couple months ago I received a call from vivint asking me how I like my system. I told her I was satisfied with my system she then started telling me about other features and that some one was going to come out and do some thing to my upgrade she never mentioned anything about money. Eventually the man showed up added what ever nonsense it was and then tell me I have to pay for it. I told him I was never told that I had to pay for anything because then I would have told vivint no thank you. I cant afford it. I told him I am not signing anything because I didnt ordered anything. He wouldnt leave. Do I got fed up and I signed so he could get the h*** out of my house. As soon as he left I called vivint and ask to speak to a manager and I explain to them what happened and I am not going to eat this bill because I didnt order anything and I was never told anything about money. Vivint said that they would investigate and I would hear back from them. I did hear back from them and they said they were going to issue me a credit or refund of all monies paid. However I am still being charged for the mess and when ever you speak to vivint you get a run around. I have spoken to several people from that company and no satisfaction. My credit is now a mess because of this. I you p to now I still havent heard back from the last person that I spoke to. He said I would hear back from them in 3 to 5 days, well its now about 3 weeks and again nothing.Business Response
Date: 12/27/2023
12/27/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21039902
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 1/12/2018
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 forgive and refund the line of credit. ******************** will receive her refund within 15 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 LegalCustomer Answer
Date: 12/27/2023
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,
*****************************
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