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:12/20/2023
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.
Back in May of 2023 I sold my house and moved, due to being active duty military at the time. In early June I called and spoke to a Vivint customer service representative to get my month to month home security service plan cancelled since I had already moved out of the house. The conversation went fine and I was told I'd be cancelled and refunded any payments already received. On June 8th I received an e-mail stating I had agreed to a two year service extension, of course this was totally wrong so I responded and told them I needed my service cancelled, not extended. Then on June 10th, I received email stating they were working on cancelling the account. They asked for some other information which I provided in a reply email. Everything seemed fine.
About two months later in August I got a bill from them, immediately called customer service and told them my account was to supposed to have been cancelled, customer service says "yeah, it should be, we'll refund you and get your account cancelled....." This same situation plays out again in October, and then December. On December 15th the service representative gives me a cancellation number of *********** and tells me I'll be refunded and that the current billing charges will be dropped.
On Dec, 16th, 2023 I get an email from Vivint stating they can't process me for cancellation since I'm under a two year contract. I call customer service again and the guy tells me I'm under contract until 2025 and the only way to get out of it is to "buy out" the contract or continue monthly payments.
So now I go to the BBB for help. I've spoke with 5-7 service reps in the last 6 months and essentially got nothing done. The only contract I ever saw or signed was for the month to month, I have no idea where this two year contract came from. Why would I put a two year security contract on a house I don't live in? It's pretty clear they are just attempting to bully me into paying for something I don't want.
Business Response
Date: 12/26/2023
December 26, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: December 18, 2019
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 forgive the remainder of the monitoring service agreement effective
June 9, 2023, refunding all payments made directly to Vivint from that date forward.
Mr. ******* may contact Vivint’s representative directly if he has any
questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/20/2023
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 tried for months to get Vivint to come fix their system but no one ever showed up. My doorbell camera got to where it was not notifying me or recording video when someone would cross the path. The last time I made a payment I told them they would not receive any more money until they came and fixed the issue. To this day they never showed up. Also today I was notified by a collection agency that vivint has turned me over to them. I explained the issue to them and asked them if they would pay for services that did not work, they replied probably not but they have a job to do.Business Response
Date: 12/26/2023
12/26/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21036967
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 10/26/2021
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 close his account with collections. **************** has no further obligation to Vivint. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/20/2023
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.
Some one broke into my car and it was captured on my cameras. The police was called and they requested a play back so I could press charges. I was told by Vivint, that in order for me to get the play back I would need to pay $299 for that service. I pay $110 monthly and I never changed my service. I&#**;ve had play backs before so why do I have to pay for it now.Business Response
Date: 12/26/2023
December 26, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21035731
Complainant: *********************
Vivint Account #: *******
Date of Agreement: August 19, 2017
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 $32.14 to cover the outstanding balance providing a fresh start and to remove the $5 video service fee for the remainder of the monitoring service agreement. ************** 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:12/20/2023
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 sold my home and cancelled our service with Vivint. I paid all fees required. It took them over a month to officially cancel our service because they said that was their process. A few months later they took money out of my bank account and again the following month. I called multiple times was told I would be refunded. I've never been refunded, praying that they don't take money out again this month. I've been told time and time again that I will be refunded and that they are escalating the issue. I received an email from one of the employees that helped me and he promised to follow-up with me on the issue. I have yet to hear from him again.Business Response
Date: 12/21/2023
December 21, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21035714
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 19, 2014
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 refund the amount of $219.08 which is all payments received by Vivint after the buyout payment was received. ************ 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: 12/21/2023
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. As long as I actually receive this payment and there are no further payments withdrawn from my bank account I will consider this issue resolved.
Sincerely,
***********************Initial Complaint
Date:12/20/2023
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 Had fault service and equipment. They have breached my contract by not providing for correct and accurate service as described in the contract. They have 3 times not caused breach of security and all 3 times have not responded to the problem but instead say its my fault for not buying more products (that dont work). I have asked 3 times for a supervisor to call me and have waiting weeks for it, with no communication or explanation why.Business Response
Date: 12/22/2023
December 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21035246
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: April 14, 2018
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ****************** via phone in an effort to address and resolve the current issue. At this time, Vivint agrees to cancel her account without penalty. 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:12/19/2023
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 signed up for a promotion with Vivint Inside Sales that was $250 cash and a $250 gift card. I never received the $250 gift card. Vivant scheduled the appointment in March. As per Vivint the installation had to happen by the end of January 2023. Vivint paid the cash portion of $250 on March 28 and will not issue the credit card for $250.Business Response
Date: 12/21/2023
December 21, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: March 16, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** explains that she signed up for a promotion through Vivint Inside Sales, but she never received the $250 gift card. Ms. ***** desires the $250 gift card to be issued.
Vivint's records indicate that Ms. *****'s account does not meet the criteria for receiving a $250 gift card, as her installation occurred after the promotion sales date of January 31, 2023.
Vivint’s records show that Ms. ***** 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 $29.99, and total equipment fee of $2,537.97 that was financed through Citizens Pay, plus applicable taxes, during that term. Vivint's records additionally confirm that the sales promotion Ms. ***** enrolled in is exclusively applicable to customers who installed their Vivint equipment on or before January 31, 2023.
Ms. ***** 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/22/2023
Complaint: ********
I am rejecting this response because:Vivant scheduled the installation outside of there rules. I should not be penalized for Vivant not having available technicians to meet their rules.
Sincerely,
******* *****Business Response
Date: 01/03/2024
January 3, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: March 16, 2023
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ******* ***** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Ms. ***** 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/05/2024
Complaint: ********
I am rejecting this response because:Vivant has a business practice of sale promotions that will never be met. Vivant markets a promotion they do not have the staff to execute. Vivant is lying to consumers knowing Vivant will not meet the financial milestones that benefit consumers. There marketing plan is rooted in deception.
I recognize they will never honor their sales promotions. I'd like my comments posted on BBB site.
Sincerely,
******* *****Initial Complaint
Date:12/19/2023
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 tried to cancel the service several times. They kept trying to sell me a different service for lower price. I no longer need the service and just want to cancel. Each time I was transferred to loyalty department, and each time they kept trying to offer me lower rate for the service. This has been going on for the past 6 mo. and still charging me $52.14 a mo. They were wasting a lot of my time on the phone and refused to cancel. I had called my bank to stop the automatic monthly payment. Today I got a called saying I missed the payment. So, I call them back explaining the reason.They once again transferred me to the loyalty department. After another 30 min. on the phone with them trying to offer me lower services, they said they will send me an email for steps to cancel the service. I have never experienced such frustration in my life trying to cancel something I no longer need or want.Their product and services are terrible. I just hope others are able to cancel their service without having to go through the terrible experience that I had to endured.Business Response
Date: 12/22/2023
December 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21033055
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: August 5, 2017
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he has been trying to cancel his account, but he keeps getting billed. He further explains that he has contacted Vivint but was transferred multiple times, he had to stop automatic payments from his bank. He is now being called about a missed payment.
At this time, Vivint agrees to cancel Mr. ******** account and has waived his past due balance of $52.14.
Vivints records show that ****************** signed an Agreement in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A written notice of cancellation was provided by ****************** on December 19, 2023, and his account was invoiced for the last month of service and being processed for cancellation.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ****************** has no further obligations to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/19/2023
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.
Hello, I have tried to cancel my Vivint account, as I've sold the house that my service was previously at and is still running today. On Nov 18th I called told them the situation and was told that the disconnect process has been started. I was also instructed to send and email a request for my service to be disconnected which I did.On Dec 8th I received a notification that my account is not eligible for cancellation without paying a fee. I responded that I am frustrated that they are so unresponsive and I need to cancel my service. They have yet to respond.I'm frustrated that I was lead to believe this was being addressed and what I was told when I called earlier was false.I'm willing to pay to get out of my contract but I have yet to get a response. This puts me and the current owners of my former house in a precarious situation cause my service is running in their house.Please help Vivint has no straight forward way to deal with this, I believe they purposely obfuscate the cancellation process, to retain customers, a quick search on and you'll find I'm not the only one. Just as an example *************************************************************************************************************Business Response
Date: 12/21/2023
December 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21032978
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: July 1, 2016
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 the Vivint account of ************** effective December 21, 2023 without further penalty or fees. ************** 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 LegalCustomer Answer
Date: 12/21/2023
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,
*******************Initial Complaint
Date:12/19/2023
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.
Vivint door to door salesman sold me Vivint home security system, the product was discussed, payment was discussed,and cancellation was discussed. My issue is with the cancellation. The salesman explained to me that I had a 30 day trial period to try out the security system, if I decided to cancel within the 30 days I would not be required to purchase the system, Vivint would come back and remove the equipment and repair any holes made from the installation. 11 days after installation I was researching competitors pricing on security equipment and discovered there is a drastic difference in pricing. I contacted Vivint about cancelling only to find out they only have a 3 day trial period, and in the contract it only states 3 days. Vivint said they would honor the 30 day trial if their salesman confirmed he told me I had 30 days. There salesman denies telling me I had 30 days, and I am now being forced to pay Vivint for the security system. Only reason I tried out Vivint is because of the 30 day trial the salesman told me I had.Business Response
Date: 12/21/2023
December 21, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21032640
Complainant: *******************
Vivint Account #: ********
Date of Agreement: December 2, 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 schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service,a refund of the equipment line of credit, and a refund of all payments made directly to Vivint. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/21/2023
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,
*******************Initial Complaint
Date:12/19/2023
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 called Vivint on December 12,2023 I told them I wanted to cancel my Account I told them the price was too much! They kept trying to get me to stay with them they would add equipment and give a price of ***** I told them no and for an hour they try to get me to stay with them I kept saying no. They said the file was still going through and asked again I told them no thank you please cancel my account. After an hour and 15 minutes they said it was canceled. So today I went and checked my bank statement and Vivint took out the money! I called they told me that my account is still active and it takes 30 days to get canceled. They never told me this when I canceled my account!! They said my account is active till January 12,2024 I told her I dont even use the system and said dont matter and kept saying its active for 30 days.Business Response
Date: 12/21/2023
December 21, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 21030691
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 18, 2016
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she called on December 12, 2023, to cancel the monitoring service as it is too expensive, however, the account has not been cancelled. ********************** desires the service to be cancelled,a refund, and no further contact from Vivint.
A Vivint representative has attempted to reach out to ********************** regarding this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service effective December 12, 2023, refunding the payment received on December 18, 2023. ********************** has no further obligation to Vivint.
Vivints records indicate that ************************ and ********************** signed a Purchase and Services Agreement (Agreement) on August 18, 2016. ********************* called Vivint on December 11, 2023, wanting to cancel the monitoring service as it is too expensive. December 12, 2023, a written notice of cancellation was received. December 19, 2023, ********************** called due to being charged even though she requested cancellation. Vivints representative explained that once the written notice of cancellation is received it takes 30 days for the cancellation to be completed.
To resolve this matter, Vivint agrees to the resolution as stated above. ********************** may contact Vivints 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: *************************************************************, 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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