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.
I’m writing on behalf of my 89 year old mother and her contract with Vivint home security. She got their service with the video door bell and garage door opener even though she doesn’t have internet which the salesman assured her wouldn’t be an issue. Let me say again she’s 89 and not very confident in using modern technology. Several times things have gone wrong and when she calls support she doesn’t receive satisfactory support. Recently the alarm started sounding on the garage and their support said all she has to do was unplug the opener which is in the ceiling. She cannot safely climb a ladder. Their suggestion was to get a neighbor. How is that support? She would like to cancel but she hasn’t paid for the equipment and it is cost prohibitive to do so. She is on a fixed income. She is at a loss as to what to do. If the company would provide better support when she calls like sending a technician out at no cost to her then there wouldn’t be a problem. But they do not. What can we do?
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: 8/7/2012
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
Additional information regarding Ms. ****’s
mother’s account is required in order for Vivint to resolve her concerns. A representative
has contacted Ms. **** via email.
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.
Original installation was in 2017, moved and had equipment reinstalled in 2021. I was told my contract would not be extended and that only the loan terms based on the upgraded panel that they told me I needed.
I would like my contract to be returned to the original end date.Business Response
Date: 09/18/2023
9/18/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *********
Vivint Account #: *******
Date of Agreement: 3/8/2021
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 change Ms. *********’s account to a month-to-month
status. Ms. *********’s account is no longer under a contract term length. 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 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.
Lies! Lies! Lies! When we signed up for Vivint approx 4 years ago, before signing, I asked the sales person over and over again if we would be able to cancel the service once the equipment was paid off. He was adament that yes we could. Let me also mention that this Sales person was apparently trying to win a contest that Vivint was having so obviously he was trying to get Sales in anyway he could even if it meant lying to the customer. Our equipment was paid off within 2 years and since then we have tried to cancel service that we don't use. Each time I have called customer service (3 times maybe more) I get nothing but Lies. "Oh yes, you are eligible to cancel it free of charge, Let me take care of that" After a lengthy back and forth conversation and a "I passed the info to the cancellation team for review, Your all set" I ask " So I'm not going to get one of those emails that says Cancellation Unsuccessful (that's what I've gotten previously) am I" they always reply with "Oh no, your all set"
Everytime I tried to cancel its the same thing and same response and the same email "Cancellation Unsuccessful". How hard is it to cancel an account. I was even willing to pay whatever, if any , remains on the contract just to get rid of Vivint.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: November 8, 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 cancel the monitoring service agreement effective October 12, 2022, when the
written notice of cancellation was received along with refund all payment 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: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.
This company is horrible for the past 3 months the keep taking extra money from my account I call them and I have to wait a week for my money to be credited back to my bank I called billing department to remove my card the said they did it and when I look at my bank account again the took money out without my consent that’s in legal how can a company take money out someone account without the customer consent I need help with this thank youBusiness 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 10, 2019
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 clear the balance of $115.58 from the Vivint billing account. 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 received confirmation that my account was cancelled on 7/31/23 and I would be contacted if there were any issues. The account wasn't closed, the charges keep going, and they did not contact me to notify me of any issues preventing the account to close. Their service is terrible and it takes me over an hour just to get any type of help when I call customer service. I made a good faith payment of $60, which is what I was told I owed. Now its up to $209.86 and they will not adjust charges posted after 7/31/23. Any charges after I received confirmation on 7/31/23 seem unreasonable.Business Response
Date: 09/19/2023
9/19/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *
Vivint Account #: *******
Date of Agreement: 1/26/2018
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. Vivint
has cancelled Ms. *’s account and waived the overdue balance. Ms. * has no
further obligation to Vivint. 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 was setup with a Vivint alarm system about 3-4 years ago. I was not told it was a contract that I would be able to cancel at any point in time. I am moving from my home and would like to cancel my system but Vivint is charging me over $1000 to cancel my system. I feel like I've been taken advantage of being elderly. Please help me resolve this cancel fee.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: 6/29/20
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. ********* remains responsible for her equipment loan but has no further obligation to Vivint. 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 Legal
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.
On September 2, 2023, Vivint installer Brenden J******, installed a Gen 2 Floodlight and a Gen 2 doorbell camera. The technician did not add my new Doorbell camera, to my secondary,(At A Glance Panel ) in my bedroom. I don’t know why.
When I discovered my new doorbell camera was not added to my secondary panel, I rebooted it however it wouldnt go back online. On Sep. 9th, I called customer tech support and spent nearly two hours on the phone to no avail. During my session with tech support, Adriana G*******, she had me unscrew the panel and wanted me to unplugged the battery connector on the panel’s circuit board. I told her I did not feel comfortable doing to so because it appeared difficult. I told her I need a tool to complete the task. I told Adriana, I was not a technician and this is something a technician should be doing. She told me we have to follow this step before a technician could be scheduled.
I attempted to remove the battery connector per Adrianna’s instructions,but could not. After putting the panel back on the wall, an error message came on, indicating that battery was now, not receiving power.
I told Adrianna of this, she could also see this on her end. I told Adriana this happened because she was forcing me to attempt to remove the battery connector. So I initially called because of the installer never added my new equipment to my secondary panel, now after dealing to customer service technicians phone support, the secondary panel has a new problem.
Adriana instructed to follow up on the phone during the next day. She also told me she would not be able to send me a replacement secondary panel (AT A Glance) because they do not sell them anymore. I explained to her, I was told the same thing when I received it from Vivint, Vivint does have them, they just don’t sell them.
I explained If my secondary panel needs to be replace due to her wrongful instructions during our phone tech session. I want it replaced with the same panel I have.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: 10/20/18
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 his glance panel is not working. He worked with phone support for over 2 hours and could not get it to work. He was told that Vivint no longer sells them, but he believes Vivint has them in stock.
Vivint agrees to send a free technician to resolve the issues with the secondary Glance panel
Vivint’s records indicate that Mr. **** signed a Purchase and Services Agreement (Agreement) on 10/20/18with an initial term of sixty (60) months. Vivint’s records indicate that Mr. **** had new cameras and spotlight installed on 9/2/23. Vivint’s records indicate that Mr. **** called on 9/10/23 with panel issues. Vivint’s records indicate that Mr. **** demanded a free technician and threatened to cancel if he did not get one. Vivint’s records indicate that a free technician was scheduled a credit was given to Mr. ****.
A representative from Vivint has reached out to Mr. **** in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. **** may contact Vivint’s representative directly if he has any further questions or concerns.
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
Complaint: ********
I am rejecting this response because:
No one has reached out to me regarding my issue, as stated in your response. Again, let me advise you of the details of my compliant.1. This complaint has nothing to do with demands of a free technician visit.
2. 9/2/23, When the technician Brenden J******, installed my new equipment. He did not add it to the secondary , which had he done, this all would be moot.
3. I rebooted my secondary panel, believing it would resolve the new equipment issues not being added. It did not, prompting a two hour phone conversation with “technical service” with no resolve and causing more of an issue with the panel not working at all after the phone call.
I would welcome an actual phone call from a vivint representative, to further discuss and resolve.
###-###-####
Sincerely,
****** ****Business Response
Date: 09/27/2023
September 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: *******
Complainant: ****** ****
Vivint Account #: *******
Date of Agreement: 10/20/18
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 his glance panel is not working. He worked with phone support for over 2 hours and could not get it to work. He was told that Vivint no longer sells them, but he believes Vivint has them in stock.
Vivint stands by its previous resolution to send a free technician, which is scheduled for 10/2/23, to resolve the issues with the secondary Glance panel or discuss other options if the Glance panel is unable to be repaired.
A representative from Vivint has reached out to Mr. **** in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. **** may contact Vivint’s representative directly if he has any further questions or concerns.
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: 09/27/2023
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, under the stipulation if the Glance panel is unable to be repaired, that it be replaced with a comparable panel, to include the capability to view my cameras such as the glance panel.
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.
On 08-12-23 I was approached by Taran(Vivint rep) outside my home. He had stopped by my home on multiple occasions hoping to gain my business but I never had time to discuss. During conversation I advised him that I in fact had a contract through ADT and was not interested he stated that they could buy my contract out and pay my equipment credit card off through synchrony also if I joined Vivint. So I joined Vivint due to their system being more efficient and fit for my needs. I sent both of my account invoices to Taran via text for the account pay offs on 08-14-2023. He stated that he had submitted the invoices and that I would receive a gift card for the amount listed on the invoices in 7-14 business days! Today is 09-12-2023 and I have called 3 times to Vivint asking them where my gift card is for me to pay off my services with ADT. Each time they act oblivious and start scrambling around pretending they are checking in things!!! I have reached out Taran multiple times and asked him also. He either doesn’t respond or he lies and stated he is busy and will call in a few minutes and never does!!!! I want my gift card or o want Vivint to cancel my contract free of charge and remove there items from my home!!! I advised no one to ever work with themBusiness Response
Date: 09/19/2023
9/19/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********** *****
Vivint Account #: ********
Date of Agreement: 8/12/2013
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. Vivint has
cancelled Ms. *****’s account and line of credit. Ms. ***** will receive her refunds
within 7-10 business days. 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.
On 9-11-23 I called to cancel my contract with Vivint. I have bought my own equipment and owe this company no money. I have had to move over an hour and a half away due to a health emergency and an emergency surgery. I called this company and let them know that there had been a severe change in my health and had to move into a senior community and that I was no longer living alone. I told **** they could keep the equipment as I wouldnt need it. I was transferred to a man named ******* who said that he talked to the review board and there was nothing they could do. That this was an unorthodox query as the only time they cancel a contract is when someone dies. When I asked if ******** died on the operating table to get out if this his response was YES!!!!!!. Also he stated I will owe almost ******* to get out of this contract DUE IN NO PART TO MYSELF!!! I lived on my own for years.these people were SUPPOSED TO MAKE ME FEEL SAFE. Im 68 years old and am TIRED!!!! Who do these people think they are???!Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20587602
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: February 13, 2023
To Whom It May ************************************* have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she called to cancel the service on September 11, 2023. She states she purchased her own equipment. ******************** states she had to move due to a health emergency. She states a Vivint representative told her that they reviewed her situation and that there was nothing that could be done. ******************** states the representative was unprofessional and explained that she owed $1200 to cancel. ******************** desires a billing adjustment, cancellation, and no further contact or billing.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint offers to cancel the remaining monitoring contract without fees o penalty to *********************************
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on February 13, 2023. Records show on September 11, 2023 ******************** reported that she moved and was unable to remove all of the equipment. She requested that the equipment be removed. ******************** noted that she had a medical emergency. Records show that this matter was presented to Vivints special cancellation team who informed her that they did not handle this type of situation. It was noted that ******************** was educated on a normal cancellation process for the cancellation of her account.
With the provided information Vivint offers cancellation without penalty as listed above. ******************** may contact Vivints representative directly if she has any further questions or concerns.
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: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 have tried to cancel my service since April 2023 after calling customer service. They keep passing me around to another person trying to get me a better offer. I’ve told them several times I’m not interested! Every month they have been charging my credit card $65 and I’m not using the service I told them that! They told me I had to send a letter so I did stating I wanted to cancel my service in July!! 2023 it’s now September 2023 just checked my checking acct and yet another charge! It’s bordering on fraud and I’m thinking about contacting our attorney general! What’s wrong with this company?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: June 8, 2010
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 March 14, 2023,
when Ms. ***** first contact Vivint to cancel her service. Vivint also agrees
to refund all payments made directly to Vivint from that date forward. Mr.
***** may contact Vivint’s representative directly if she has any questions or
concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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