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
- 8,352 total complaints in the last 3 years.
- 2,971 complaints closed in the last 12 months.
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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:08/18/2023
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 use Vivant for our security and all of our locks and smart alarms. In the past week something broke into our chicken coop and our alarm was off line . So thats an issue. The. This morning out smoke alarm went off three times and the fire department came. We called and spent and hour on the phone for them to tell us that our alarm is dirty our house is extremely clean and we have only been living here for under a month . She did not resolve this at all. Every time we call nothing is done. The agents dont care and they just run through the steps then tell us theres nothing that can do . This business doesnt care about their customers at all. I have lost a pet because of them and had the department at our home twice. I do not feel safe as we have four children with their equipment. Someone literally broke into my back yard. And Ive had emergency services at our house twice. This company is terrible and we are looking at other options. The customer service is terrible their equipment is dangerous. Only get them if you want to pay a fine from your town for falsely having emergency services sent multiple times and dead chickens.
Business Response
Date: 08/24/2023
August 24, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20330898
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 16, 2020
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 complete a full system check and a 3-month recurring credit in the amount of $57.13 covering the monitoring service fee for 3 months. ****************** 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:08/18/2023
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 Vivint Home Security installed in previous home that I owned. I had their service for 4-years and cancelled when I sold the home. I spent hours on the phone cancelling this service - only to out of the blue start getting emails about "Congratulations on the extension of your service." ************ would not confirm via email that my status was still cancelled - I had to call back in and spend 1.5 hours on the phone to cancel. I also asked how my account was activated with no personal passcode/ identification, no billing information, no nothing.They would not confirm via email or phone without personal identification - yet, they said that I responded to a single, spam text message with "yes" which is how my account was re-activated. I thought this was me opting out of automatic text messages.I would like to know how it is legally possible for a single text message to re-activate an account when I can't even talk to this company without providing personal information. This is absolutely ludicrous and un-ethical and I want an explanation how this can happen.Business Response
Date: 08/24/2023
August 24, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20491950
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 1/10/2020
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 the account. ********************** apologizes for any inconvenience this has caused. **************** 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:08/18/2023
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.
RE: *********************************************************************** Called 7/27/23 to cancel (closed sale 728/23). I no longer own property but they refuse to cancel service running on ******************************* will soon affect new owner. Again on 8/9/23 ******************* rep service still on & Amex charged for monthly service again. Demanded terminate service again & reverse charge. Told they couldnt do that. Sent me another email for me to confirm termination. I sent. First one they say sent never received. Sophia ******* team had to be consulted again. Today 8/18/23 missed call from Vivint called back no one knew why. They now claim Im giving them wrong password & refused to discuss the account. Advised billing will continue. This is bad. ***** threatened to file against me for not taking care of this. Please help me. Im 70 years old partially disabled at time & on social security. I cant afford the almost $50 month. Please, Im desperate here.Business Response
Date: 08/24/2023
August 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: ******************************;
Complainant: 20491153
Vivint Account #: *******
Date of Agreement: 6/8/17
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, **************** states that she moved on 7/28/23. She claims that Vivint refuses to cancel her service. She demanded termination of service and to have the charge reversed, which did not happen. She claims that Vivint is saying that she is giving the wrong password and refuses to discuss the account. She cannot afford the monthly payment.
Vivint agrees to cancel ****************** service. **************** has no further obligation to Vivint.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 6/8/17 with an initial term of sixty (60) months. Vivints records indicate that **************** called on 7/28/23 to say she was moving and wanted to cancel service. She would not allow the Vivint representative to explain the cancelation process and hung up before it was explained. Vivints records indicate that on 8/9/23, **************** called demanding to know why her account was not cancelled. The Vivint representative tried to explain the cancelation process, but **************** hung up before it was explained. The Vivint Representative sent the cancellation via email to **************** on 8/9/23. Vivints records indicate that on 9/9/23, **************** called demanding a supervisor. The representative remained on the line at ****************** request whilt supervisor and attempted to explain why her account had not been cancelled, and to explain the process. **************** up before it was while the cancellation process was being explained
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Despite the information given, Vivint has agreed to the above resolution and **************** 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:08/18/2023
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.
08/19/23 Investment property at ************************** was broken into via bedroom window where the screen was pried open and the window was broken out and alarm panel was removed from the wall which resulted in damage. According to the vivint rep ********************** was sent to the home and no damage was appearant, however upon my discovery and video footage from neighbors damage was done.Business Response
Date: 08/24/2023
August 24, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20490593
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 17, 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 is working with ******************** in regard to her break-in. Vivint is currently waiting for a report from the security company and a copy of the police report from ********************. ******************** 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:08/17/2023
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 acquired a security system from Vivint in July of 2022, which included two cameras, a doorbell camera, several sensors, a keyless entry lock, and a smart thermostat. Since the installation, I've consistently encountered problems with the door lock. Currently, it won't secure my front door. Even though the lock is still under warranty, Vivint has informed me that I would need to pay a $99 service fee for a technician to rectify an issue with a product they installed. Initially, I could manage the lock with some effort, but now it's entirely non-functional. All I want is to have someone come out and fix it or remove it and put my old door lock back on that functioned perfectly.Business Response
Date: 08/23/2023
August 23, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20487035
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 6, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she has made several attempts to get a Vivint technician out to fix her door lock, however, Vivint wants to charge her $99. ******************** desires the door lock to be fixed by a technician at no cost.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, it appears that Vivint has a Smart Home Professional out on August 18, 2023, that resolved the issue with the door lock.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on July 6, 2022. ******************** called Vivint on August 17, 2023, requesting a Smart Home Professional to fix her door lock at no cost to her. Vivint scheduled a Smart Home Professional for August 18, 2023.Vivints Smart Home Professional was able to resolve the issue. August 23, 2023,an email was sent to ******************** to confirm that all her concerns were resolved.
Vivint has resolved this matter 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 LegalInitial Complaint
Date:08/17/2023
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 discontinue my service with Vivint Smart Home. Have called and disputed that I have extended my service with them. I have talked to agents that have stated that there supervisors would send me my signed contract about extending my service to an address I have not lived in for 2 years. I did pause my service because we were going to build a house, but that never occurred. I contacted Vivint again in the last 2 weeks and the agent stated that she would get the paper work to me to cancel my service. The agent stated she tried but it would not send so she sent it again to a supervisor to send to me which again has never happened. This is very frustrating and shady business practices to consumers. I was charged again today another $49.47 which should be immediately refunded. In fact the whole two years that I have not been there should be refunded which would amount to $1187.18. This has been the most unprofessional business I have ever dealt with and they should be reprimanded and fined for their business practices. I hope that the BBB can help resolve this issue.Business Response
Date: 08/24/2023
August 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20486746
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: 5/18/11
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ******************** states that he has tried to cancel his service. He has disputed extending his service. He keeps getting charged and is very frustrated
Vivint agrees to cancel ******************** service, waive the 30 day cancellation policy and provide a refund for August.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on 5/18/11 with an initial term of sixty (60) months. Vivints records indicate that ******************** spoke with a Vivint representative on 7/2/21 to request cancellation information due to moving. He was given the option to defer payment while his house was being built. Vivints records indicate that ******************** called on 9/20/22 requesting to cancel and for a copy of his contract. Vivints records indicate that ******************** called on 8/2/23 and spoke with a Vivint representative. He stated that he moved, and wanted to cancel. He was given cancellation instructions.
A representative from Vivint has reached out to ******************** in an effort to resolve this matter. Vivint has agreed to the above resolution and ******************** may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/17/2023
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.
Set up Auto Pay at time of installation. I was called three times saying the payment did not go through. Bank says, "no problem." Asked three or four times for paper statement. Finally got statemen Aug. 5, 2023. Put check in the mail Aug. 7, 2023. Still getting calls stating account is over due. According to bank, check has not been submitted for payment. I told a representative today to send someone to collect their equipment. I'm done fooling with Vivint and their payment arm, Citizens Pay.Business Response
Date: 08/21/2023
August 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20485791
Complainant: ****** ****
Vivint Account #: *******
Date of Agreement: June 17, 2023
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 fully cancel the Purchase and Service Agreement associated with Mr. ***** This will include removal of the equipment, a full refund of any payments made directly to Vivint, and full closure of the Equipment Line of Credit. Mr. **** 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:08/17/2023
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 vivint smart system put in my home a few months ago. The technician told me I had two weeks to cancel if I was not satisfied. I Called before the two weeks because the price they told me was not adjusted. I told the person if the price was not adjusted, I would like to cancel. The person on the phone tried to call someone to get information. He could not reach the salesperson. He told me that they would call me back within 48 hours and that if I wanted to cancel it would be honored because I called by the date I could cancel. They never got back to me. I called again and they told me the same thing. I called two more times. They gave me a reference number (************). I called a few days ago. I was told that a supervisor would call me. Up to now I still have not received a call. I would like for them to honor their term and let me out of the contract due to being a horrible company. Thank you.Business Response
Date: 08/21/2023
August 21, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: June 12, 2023
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 provide a refund of $600 directly to Mr. ******** to be applied to the Equipment Line of Credit. 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: 08/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
Date:08/17/2023
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 contract with vivint for a certain amount of time. I called the following month after my contract was over (04/23) to ensure I was on a month to month basis. Told representative that I no longer wanted service and to cancel. There was no explanation of what to do in order to cancel or how I was supposed to go about it properly. I was told it would be canceled and that I would no longer be paying for it. Now I am being charged for two months of service and only finding out because of constant phone calls from vivint. My previous payment was declined because my card had fraudulent charges so it was cancelled. Now they are stating I owe two months of payments, after multiple calls for service not working, trying to get me to purchase new equipment because mine is outdated.Business Response
Date: 08/26/2023
August 26, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20485497
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: March 24, 2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** via email to ensure that this matter is resolved. Vivint received Mr. ******* notice of cancellation on August 22, 2023. At this time his account is cancelled and he has no further obligation to Vivint. Vivint apologizes for any undue delay or misunderstanding in the cancellation process.
**************** 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:08/17/2023
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 tried to cancel my service. I am being told I have to pay a cancelation fee and for equipment that I already paid for. I was told my contract was for 2 years. I am being told it is 5! This is unreasonable. Reasons I want to cancel are monthly fee has increased more than once. Trouble shooting services are horrible. It is impossible to get a person that knows what they are doing. Updated equipment, such as cameras are much more expensive than other companies.Business Response
Date: 08/25/2023
August 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20485282
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: 9/21/19
To Whom It May *********************** have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** states that she wants to cancel and was told she has to pay a cancellation fee and for the equipment. She claims she already paid off equipment. She was told the contract was for 2 years and now is told it is for 5 years. Claims she wants top cancel due to rate increase more than once and because the equipment is much more expensive than other companies, to upgrade.
Vivint agrees to cancel Ms. ********* service without early termination fee.
Vivints records indicate that Ms. ******** signed a Purchase and Services Agreement (Agreement) on 9/21/19 with an initial term of sixty (60) months. Ms. ******** spoke with a Vivint representative and requested to cancel. She was told she had 13 months remaining on her agreement and given buyout information.
A representative from Vivint has reached out to Ms. ******** in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ******** 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 LegalCustomer Answer
Date: 08/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************
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