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
- 8,446 total complaints in the last 3 years.
- 2,995 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:12/21/2023
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,
*****************************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,
******* *****
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