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
- 8,353 total complaints in the last 3 years.
- 2,971 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:08/23/2023
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.
False statements during the process of setting up contract (which I recorded). No help from company to resolve. Asked to talk to corporate legal and was denied repeatedly. Transfered from person to person for three hours. No one could help me. No one tried. Just let me transfer you. I also asked for all discovery concerning my case because as of right now I intend to take them to court. Once again they refused to put me in touch with their legal team. I also asked to talk to corporate and was refused. No help just transfer, transfer, transfer, transfer......... ???
Business Response
Date: 08/30/2023
August 30, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: June 18, 2022
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 transfer the service and install the equipment at the new home of Mr. ******. Vivint agrees that there will be no changes made to the current line of credit or contract. 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:08/23/2023
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.
6/6/23 ** from Vivint come to my home to offer a security system. Had ADT ** told me about switching to Vivnt and getting a $1,000 gift card to pay my ADT contract and I would have the rest to spend what ever I wanted. I have a text message from him about the $1K and the paper he left. Waited 9 weeks for the card. I paid my ADT bill for $151.47. Tried to use the card for other things. The card was declined. Call the card issuer told me to reach out to Vivint. Called the Buyout team and spoke to ***** at ************ on 8/22/23. He then told me to call the Loyalty number, spoke with **** explains that he gave me invalid info and that my contract was for 5 years!! I never was told that there was a contract. Told me I could cancel anytime. She told me it was only 3 days! I asked to speak to a manager. She tells me there isn't one to talk to. Asked for a corporate email / number. She then tells me she will get her supervisor. I am on hold for 10 mins. Then she tells me that can not come to the phone, but she was wrong and I do get the $1,000 card. I repeated to her what she just said, remainder on the card about $848.53. She said yes, she make a mistake. She told me to call another number for the remainder of the gift card. **** told me they were the 3rd party vendor that issues the card to call. I have never, ever had a company just outright lie and have deceptive practices to sell you a 5 year plan. I would never sign up for 5 years.** told me I could cancel anytime. I was on the phone for over an hour 6/22 and today 6/23 with 2 people, no help. They keep lying. I have never dealt with a company like this, I also want to know how they knew my ADT contract was almost up. They clearly had me and my information. I want this system out of my house, I want my contract null and void. I want my $848.53 gift card and this system of of my house immediately. I am have been scammed!!!! I need help!Business Response
Date: 08/29/2023
August 29, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20512171
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 6, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that June 6, 2023, a sales representative from Vivint offered a $1000 gift card to buyout her ADT contract if she switched servicers and that she could use what was remaining on whatever she wanted. ************** states that she paid her ADT bill for $151.47, however,attempted to use the balance on other things but the card was declined. ************* states that she called Vivint and was told she signed a 5-year contract.************** states that she was not aware it was a 5-year contract and was told she could cancel at any time. ************** desires the monitoring service contract to be cancelled and to receive the remainder on the gift card up to $1000.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement,refund the equipment line of credit, and refund all payments made directly to Vivint.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on June 6, 2023. ************** called Vivint on July 18,2023, about when the gift card would be approved. ************** was informed that the paperwork was uploaded and approved. The gift card should arrive in **** business days in the amount of $151.47. August 22, 2023, ************** called upset because she said the sales representative said the gift card would be $1000 no matter what the buyout was. August 23, 2023, ************** called about the amount of the gift card,she was informed the gift card will cover the buyout up to $1000 and her buyout was $151.47 so this was the amount provided on the gift card. ************** requested to cancel the Agreement.
To resolve this matter, Vivint agrees to the resolution as stated above. Ms. ***************** 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: 08/31/2023
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:08/23/2023
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 deceptive practices. In January 2023, I had an unexpected visit from a Vivint marketer, a guy with a Vivint ID. He explained that he was from Vivint, assigned to inform customers that their camera and thermostat systems were no longer supported. He claimed that, at no extra cost, he could replace my outdated cameras and thermostat with the new Vivint models.I inquired about any hidden agendas. He assured me there was none. He also mentioned that a new bank, Fortiva, would pay off the balance for my old system with Citibank. Allegedly, Fortiva offered lower interest rates, resulting in reduced payments. Despite my repeated questioning, he stood firm that there would be no additional charges. I agreed to replace two cameras and one thermostat In July 2023, I contacted Vivint to transfer my account to a new address. The Vivint representative asked if I intended to move the new or old account.I responded that I had only one account. To my astonishment, she explained that I still retained my old account. Shocked by this revelation, I recounted the entire situation. The representative expressed sympathy and promised to investigate the matter, but a month passed with no response On August 4th, I resorted to their chat system. A representative in the chat said he was unfamiliar with my case but assured me they would contact the person who had initially responded to me. As of August 23th, I've yet to receive any communication from them My only desire is to have a technician reinstall my original camera and thermostat. I'm willing to return the new models and request a refund for my expenses. Vivint's fraudulent and predatory behavior is wholly unexpected from a company of its stature. In contrast to user-friendly options like Ring ****************************** cameras remain unused in my garage. I'm deeply disappointed and outraged that they are subjecting their own customers to such treatment, especially considering this isn't the first instance of misleading service claims.Business Response
Date: 08/31/2023
August 31, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20512088
Complainant: Attah Ali
Vivint Account #: *******
Date of Agreement: 3/15/21
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 forgive the upgraded equipment. ********** 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:08/23/2023
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 been a customer of ********************** since January 2023. The installation process was seamless and I was very happy with the installation process, but that is where my happiness ends. Some time in late April I had one camera that would give me false person alerts every minute every afternoon (I mean EVERY minute ALL afternoon). For the next few months I tried to change the settings thinking it was a settings issue. The false alerts continued, day after day. In early August, I reached out to Vivint customer support for assistance. They guided me through several changes to my settings, which none of them fixed the problem. I called back two other times, when FINALLY someone created a software support ticket, not sure why this wasn't done prior. The software issue resolution specialist sent me an email basically giving no resolution and said to call back in to create a work order, since now that a ticket was on file. So I expected my call to be quick with a schedule appointment. Well that was wrong. When I called back in customer support stated again it was on me to pay the technician fee. I should not be held responsible for a faulty camera. Vivint should send someone to replace the faulty camera, with no cost to their NEW customer. Again I will stress my home is surrounded by cameras, and NONE are giving me problems except this one. These false alerts are rendering my alert system useless. I am BEYOND FRUSTRATED with this experience. I have one camera that sends alerts every minute, which renders the ENTIRE system useless!Business Response
Date: 08/29/2023
August 29, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20512018
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: January 1, 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 replace (1) outdoor camera at no cost to ****************. **************** 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: 08/30/2023
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:08/23/2023
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 been trying since May to discontinue service at my old home that l sold over 3 months ago. I followed the procedure Vivint created. I got the acknowledged email twice, once in May once a few days ago. They will not cancel the service and are demanding payment for a service I canceled in May.Business Response
Date: 08/29/2023
August 29, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20511797
Complainant: *******************
Vivint Account #: *******
Date of Agreement: February 17, 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 cancelled the monitoring service. ************** has no further obligation to Vivint. ************* 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: 08/29/2023
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:08/23/2023
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.
Date of transaction is 03 May 2023.
Vivint pulled a line of credit from my wife’s social security number and had me sign without her consent. Tried to cancel and have equipment removed and credit returned. Now my wife’s credit is ruined due to not knowing line of credit was billed through a separate account and not through Vivint but a credit company. Would like my wife’s credit report corrected and a full refund and to have services cancelled through Vivint.Business Response
Date: 08/30/2023
August 30, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** **********
Vivint Account #: *******
Date of Agreement: May 3, 2023
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ********** and appreciate the opportunity to respond.
In his complaint, Mr. ********** explains that Vivint opened a line of credit from his wife’s social security number and had him sign it without her consent. He further explains that he has tried to cancel the account and have the equipment removed as his wife’s credit report is ruined. Mr. ********** desires a refund.
A legal representative from Vivint has attempted to contact Mr. ********** via email and phone to resolve his concerns. Vivint’s record indicates that on August 26, 2023, Vivint’s equipment was uninstalled from Mr. **********’s home and his account was cancelled with a full refund.
Mr. ********** may contact (******************* / ###-###-####) directly if he 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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/23/2023
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.
Around 20th of August, I went to find an alarm system. I stumbled upon VIVINT and filled out an interest form. I then began to get harassed and bombarded with calls and emails! For 3 days I denied the calls, as I had already spoken with a representative about purchasing the equipment ($1798). A few days later I just so happened to purchase it as my electric company offered me 3 free equipment pieces. I then decided to call back to purchase (August 21). Yesterday, (August 22 I received an email from Experian stating that I had a $4000 loan taken out in my name by CitizensBank (the company for financing). I called Vivint and received the run around and people were whispering on the phone. I even heard someone yell Call back, Im asleep! I had 3 days to cancel the subscription. However, I havent received any emails or calls stating that I canceled it! I do not need this to affect my credit, why was a loan taken out in my name if I was going to purchase the equipment!?Business Response
Date: 08/29/2023
August 29, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20510334
Complainant: *************************
Vivint Account #: ********
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A resolution has been agreed upon. Chiamaka Okwus account is cancelled and there is no equipment loan in Chiamaka Okwus name. A payment of $56.47 was refunded on August 24, 2023. ************************* may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/22/2023
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 6/21/23 my husband and I agreed to purchase a Vivint home security system, We were told that we could cancel the monitoring service of $50-60 per month at any time. I have since learned that you cannot cancel until you have paid off all equipment charges. I was confused and surprised when our Vivint bill was actually $93.25 per month. We decided the monitoring service wasn't worth it and proceeded to pay the complete $4000 balance on the line of credit opened through a company called Citizens. I then called Vivint to cancel the monitoring service only to find out that they had secretly financed an additional $2,029.38 for equipment through their own "in house" financ*** company. They spread the payments out over 60 months with zero percent interest which comes to $33.82 per month and accounts for the difference in what we thought our monthly monitoring expense would be.Neither my husband nor me agreed to this extra $2029.38 and Vivint is now refus*** to cancel until we pay this balance. This "loan" does not even show on our online Vivint account--I only found out about it by call *** Vivint customer service. The entire original agreement was scrolled through very quickly and signed on an iPad-so we were not left with ANY paperwork. There is a computer "signature" on a "Retail Installment Contract that I have recently been e-mailed. I have never seen that page before, did NOT make that signature or verbally agree to the additional amount. They PURPOSELY withheld this additional loan information and amount. $4000 was already way over budget and far more than we had anticipated spend***.We now have holes in the walls all throughout our house for a security system that cost more than we were told. We kept our part of the agreement by pay*** the original $4000. We were purposely lied to and don't agree that we owe an additional amount of $2029.38. We would like this amount taken off of our account and any future Vivint services terminated.Business Response
Date: 08/28/2023
August 28, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20508657
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 6/22/2023
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 cancel Ms. ******** account and forgive the remaining equipment balance. ****************** has no further obligation to Vivint. ****************** 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: 08/28/2023
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:08/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I Called and emailed a notice of Cancellation June 13. I have called numerous times and was told that it will take 3-4 days. It has been more than 2 months. I have spent numerous hours on the phone and on hold trying to get them to cancel my contract. They keep charging me as well. I called in again today and was told that they submitted it again. After being on hold for 36 minutes and got hung up on. (Which happens often) I called in again and was put on hold while they 'look up my account". *** told me the same thing as every other person I spoke to. "It was submitted today and will take 30 days to process. I have no hope with them.Business Response
Date: 08/28/2023
August 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20507745
Complainant: ***************************;
Vivint Account #: ******
Date of Agreement: 8/27/15
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 **********************. ********************** 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:08/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have Vivint home security and sold our old home. We were told once we sold the old home if we agree to add Vivint to our new home the old home would be disconnected and fees waived, however, that has not happened and now receiving collection calls daily. Repeatedly asked the company to remove the old account and they haven't/wont
account number needs cancelled out *********Business Response
Date: 08/30/2023
August 30, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: 5/8/19
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
In her complaint, Mr. ******* states that he sold his home that had Vivint. He claims that he was told that once the home was sold, if he agreed to add vivint to the new home, the old home would be disconnected, and the fees waived. That did not happen and now he is receiving collection calls daily. Vivint won’t remove the old account that should be cancelled
Vivint agrees to cancel his original service and waive the remainder of the Agreement.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement (Agreement) on on 5/8/19 with an initial term of sixty (60) months. Vivint’s records indicate that Mr. ******* spoke with a Vivint representative on 12/7/21 asking for move options. He was told that due to his existing line of credit, he did not qualify for a new loan. He was given other move and cancellation options and was sent an email with instructions on sending in a written notice of cancellation. Vivint’s records indicate that Mr. ******* did not send in the required written notice of cancellation
A representative from Vivint has reached out to Mr. ******* via phone and email 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 Legal
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