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
- 8,361 total complaints in the last 3 years.
- 2,970 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/12/2023
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 will not transfer my service to my new property because previous owner still owes Vivint money.
I am still paying for Vivint with no service. Told if I paid them a fee they would transfer everything over to me today. No one came so I called and I was told that they cancelled my appointment because the previous owner owes money. After I told them I was told if I paid a fee and signed on for a year they would handle the previous owners debt which doesn’t involve me. Basically I was told that sorry for my experience and yes I did pay the money but it wasn’t for that it was to try and “speed up the process”. Which is a lie, I was told this would bypass everything with the previous owner and I could move on with my life. I have called and spoke to everyone under the sun up there but getting no where. They tricked me into signing on for another year and collected an illegal fee. Still no alarm service and I am being charged monthly for a service I do not have.
Business Response
Date: 09/20/2023
September 20, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: ********
Date of Agreement: September 14, 2023
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 Vivint will not transfer
his service to his new property because the previous owner still owes money.
Mr. ******* states that he is still paying for a service he does not have. Mr.
******* states that he was told if he pays a fee and signed up for a year Vivint
would handle the previous owner’s debt. Mr. ******* states that he paid the fee,
then the appointment to have the system activated was cancelled due to the
previous owner’s debt. Mr. ******* desires to have the service transferred with
no further delays.
A Vivint representative has attempted to reach out to Mr. *******
regarding this matter via email. After reviewing the accounts, Vivint agrees to
cancel the remaining balance on the original service agreement. Vivint also
agrees to cancel the remaining balance on the monitoring service agreement for
the original homeowner’s account so the monitoring service for Mr. ******* can
be transferred and activated. Vivint has requested a Vivint representative from
the Moves/Takeover department to reach out to Mr. ******* to arrange
activation.
Vivint’s records indicate that Mr. ******* signed a Purchase and
Services Agreement (“Agreement”) on September 14, 2023. A Vivint representative
confirmed that the equipment loan was paid off in full on September 7, 2023. Mr.
******* was informed at that time that both his original agreement and the
original homeowner’s agreement have a 50% buy out payment needed. September 11,
2023, Mr. ******* called to check on the account transfer, however, was
informed the original homeowner is not responding to requests from Vivint to resolve
his buy out. Mr. ******* decided to speak with Vivint’s National Inside Sales
department to have a new account created at his new address. September 14,
2023, Mr. ******* called to check on his activation; he stated that he paid for
the panel activation and wants to know why the activation has not taken place.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. ******* may contact Vivint’s representative with any questions or
concerns he may have.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/12/2023
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.
My alarm system wall panel contracted with Vivint went black, hot to the touch and didn’t not work around August 11, 2023. My wife called Vivint. Troubleshooting didn’t work A tech was scheduled to come out 08/17/2023. The panel was very hot and due to fire concerns I unplugged the power cord from the outlet. After several hours the next day I plugged it in I was able to connect to Wi-Fi. This was a temp fix and went out again. Vivint called me to say the tech visit was canceled. My wife *****) was told there was an issue with their software as to a bug or patch. Now the garage cam is off line. We tried trouble shooting the issue even to the point of my wife climbing up on a ladder to reset the garage cam. To have a tech come out I will be charge $99 or will need to take out a service plan for $9.99 a month. ***** told them this is their issues. I didn’t previously have this problem with my security alarm system until they had a problem with their software. The garage cam and the air bridge box are not working. The alarm system is still under warranty. ***** have talked to several representatives at Vivint and none of them are willing to give good customer service and stand behind their products. All of the reps including managers have said the trip charge cannot be waived. The last time My wife called Vivint was on 9/11/2023 to verify why a tech did not show up. She was informed no tech was scheduled. The person spoken to on 8/30 said he scheduled a tech but that was not true. My wife was on the phone almost two hours getting transferred to several people. I will like to have a tech come out and fix my alarm system under warranty. Vivint is a no caring company all they seem to want is your money. We have called Vivint several times in reference to this issue. I thank you.Business Response
Date: 09/20/2023
September 20, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: August 3, 2016
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 schedule a Smart Home Professional for September 27, 2023, to complete
a full system check at no cost to Mr. ******. 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: 09/20/2023
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:09/12/2023
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.
Extra billing. I financed through a company turns out it was just the equipment. Now I ha to pay an extra 176.00 to Vivint for watching my cameras.
And the company did not buy out my contract at another security company the gentleman told me up to 1200.00
I just got 1000.00.
Shame on this company
My mother and I are on a fixed income.
I’m on disability and she is social security.Business Response
Date: 09/19/2023
September 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** ******
Vivint Account #:********
Date of Agreement: August 8, 2023
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 lowered the monthly rate by $50 per month permanently. Vivint agrees to send a $200 refund to cover the remaining ADT contract buyout. Once Ms. ****** clears the balance due on the account Vivint will send the promised refund. 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:09/12/2023
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 had a security system with Vivint and paid off the equipment. I moved to a new residence and requested my service be installed at my new residence. Vivint sold me a protection plan that would waive the installation fee for the equipment to be installed at my new residence.
I had my appointment scheduled and the technician went to the wrong address. Vivint then charged ME a cancellation fee, even though this was not my fault.
I called to reschedule my appointment and they said that I would be charged an installation fee of over $100. Instead of dealing with that, I requested to cancel. My cancellation request was not approved because Vivint is telling me I need to buy out my contract for almost $350. I ONLY agreed to the contract because the installation fee would be waived.Business Response
Date: 09/20/2023
September 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: ********
Date of Agreement: 6/20/18
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ******’s Agreement. Ms. ****** has no further obligation to Vivint and 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:09/12/2023
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.
They will not stop billing me for services I no longer use. I payed off the equipment when I moved. Requested for them to stop billing me and the will not. It's been 3 months and they still will not stop.Business Response
Date: 09/20/2023
9/20/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: 2/10/2017
To Whom It May Concern:
I have reviewed the information provided
by the customer and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to cancel the account without penalty. ***** ****** may
contact Vivint’s representative directly if they have 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:09/12/2023
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.
6/5/23 Vivint home security system installed to replace Brinks system. Vivint salesperson assured me that all equipment in my home would be replaced with Vivint equipment because Brinks was not compatible. Vivint tech completes install without replacing smoke detector. Vivint tech indicates that he is not certified to install smoke detectors. On 6/8/23 another Vivint tech installs smoke detector, but Vivint charges $162.36 for the smoke detector. I have called Vivint several times and complained about the additional charges and ask for it to be removed. I was charged $4000 for the initial install, and I have complained to Vivint that the smoke detector should have been in the initial $4000 install charge.Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20593474
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: June 5, 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 provide a refund of $162.36 to cover the cost of the Smoke/CO detector combo device. ************** can expect the check to arrive within fifteen (15) business days. ************** 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: 09/18/2023
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:09/12/2023
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.
In 6/2017 I started service with Vivint. In late 2019 I cancelled my service due to bad customer service and poor equipment service. Within the same month Vivint contacted me to make things right so I reopened my account (so I thought). Vivint opened a new account for me and now I, unknowingly, was paying for one account while the other was constantly racking up charges and interest. I received a collection notice in the mail 9/1/23 (attached). I tried contacting Vivint but no help or resolution. Vivint did make me aware they made a mistake and sent my account to the resolution team. After speaking to several different people over the course of a week, I was told they can’t help me and that I simply need to contact the collection agency and work out a payment solution. I’m currently on a payment plan to avoid this bad mark being placed on my credit report. I had hope Vivint would correct their mistake and remove this debt they are responsible for instead I’m left with that problem. I’m seeking the cost of the debt $1885.66.Business Response
Date: 09/21/2023
9/20/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *********
Vivint Account #: *******
Date of Agreement: 1/11/2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. ********* and
appreciate the opportunity to respond.
In her complaint, she states that she
previously cancelled her account and reopened an account not knowing that the
previous account had been sent to collections.
Vivint has investigated her claim. The
account was written off on December 26, 2019. The new account wasn’t opened
until January 11, 2021. Ms. ********* spoke with Vivint on December 4, 2020 and
was aware of the account status of the written off account.
Despite this information and the debt
being valid, Vivint has agreed to close the account that is in collections.
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: 09/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have questions as to what your resolution means. Does this mean that the debt of $1885 is no longer an issue I need to worry about paying or concerned that it will go on my credit? Please explain in detail what closing the account is collections means.
Sincerely,
***** *********Initial Complaint
Date:09/12/2023
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 have tried cancelling Vivint Security for the past six months. I have spoken to multiple **************** Representatives during this time ensuring the Cancellation of Services but continue to be charged for services.Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20593038
Complainant: ************
Vivint Account #: *******
Date of Agreement: August 28. 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she has been trying to cancel for six months, however, she is still being charged. ************** desires the monitoring service agreement cancelled and a billing adjustment.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, ********************** agrees to cancel the remainder of the monitoring service agreement effective May 22, 2023, when the written notice of cancellation was received and refund any payments made directly to Vivint from that date forward.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on August 28, 2019. ************** called Vivint on March 8, 2023, to cancel due to false alarms. ************** accepted an offer to stay with Vivint to lower the monthly service fee to $24.99, with the account going month-to-month and 1 free month of service. May 22, 2023, ************** called to cancel due to equipment issues. Vivint provided cancellation requirements and received a written notice of cancellation from **************.
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: 09/18/2023
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:09/12/2023
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 thought I would share my experience with Vivint so that new or potential customers are aware. When we decided to purchase and have vivint install our security system we were completely unaware that once our system was paid in full (a 5 yr agreement mind you) that in order to maintain the system we would be required to continue to pay vivant $69 per month to monitor it. This is not that big of a deal except that if you decide not to have vivint monitor the system. When we decided to not continue them monitoring the system they don't want you to know that your system is basically useless since you won't be able to utilize the simple app to perform your own monitoring of the system that you have paid for in full. Personally I feel like this is misleading and basically holding customers hostage in order to force them to pay $69 every month for absolutely nothing. Buyer beware this is something they will not tell you when you are making the decision to sign up or not.Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: 9/14/18
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 discussed a resolution. At this time, Vivint has agreed to give Mr. ******** app access for $9.99 a month. 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: 09/19/2023
Complaint: ********
I am rejecting this response because: As I previously stated I was told by the sales rep that in the event we no longer wanted to have our system monitored that it would not be an issue and we could simply move on in an unmonitored state. They failed to inform me that meant that we could not use the app and would have to rely on a panel that is in an obscure place in the home where the system can not be monitored. If Vivint can allow me to be unmonitored and continue to use the app for a discounted price then they can allow me to use the app at no charge as well. I refuse to be held hostage by Vivint by forcing me to continue to pay for something that should be a part of the system that was purchased already.
Sincerely,
***** ********Initial Complaint
Date:09/12/2023
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.
Moved from my old house I was renting. That house already has a new account with vivint per their records, but they still want me to pay for services and won’t let me out of the contract until March 2026 even though I don’t need or use them anymore at my new rental property.Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: November 15, 2016
To Whom It May Concern:
I have reviewed the information provided
by Mr. ***** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Mr. ***** and a resolution has been agreed upon. At this time, Vivint has
agreed to cancel the monitoring service agreement effective February 1, 2023,
however, Mr. ***** will remain responsible for any balance remaining on the
equipment loan/line of credit. Vivint also agrees to refund 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 Legal
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