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.
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:08/17/2023
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.
On 6/15/23, I upgraded my alarm system. However, since the upgrade, I have been experiencing ongoing issues with the cameras. Around 7/10/23, a technician came out to address these problems. Unfortunately, a few weeks later, a camera located in the back area completely ceased functioning.In response, I promptly scheduled another technician to visit on 8/10. Regrettably, the technician did not show up for the scheduled appointment. Following this no-show, I made multiple attempts to rectify the situation by reaching out via phone and email. Despite my efforts, I have now been informed that there is no available technician to service my area for the next two weeks.This situation is deeply frustrating, considering I invested over $1000 in a service that is currently inoperable. I implore you to expedite the resolution of this matter and provide the necessary support to address the ongoing issues with my upgraded alarm system and cameras.Thank you for your prompt attention to this urgent matter.Sincerely,*************************
Business Response
Date: 08/25/2023
August 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20484093
Complainant: ************************************
Vivint Account #: *******
Date of Agreement: December 9, 2017
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 her concerns are resolved. ****************** confirmed that she had a technician replace her camera. Vivint has applied credit for two months of service to Ms. ******** account and apologizes for any undue delay in addressing her camera issues.
****************** 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 had Vivint installed in May ******************************************************************************** order for the tech to make the sale. I was never told about the three day period and started having connection issues and customer service problems right after that. I feel like I was being targeted because I am a single female who lives alone and was going through cancer treatment at the time. Ive tried to contact Vivint and the customer service etc with no response and nobody has ever come to fix my issues. I cancelled my service and was then told I owed $2600 for my equipment that rarely even worked properly. I would like a refund of all payments and it removed from my credit report as well as the equipment removed. This is not the way you do business with customers by scams and fraud.Business Response
Date: 08/23/2023
August 23, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20483968
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 5/2/2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** explains that she is disappointed in the equipment and service. ******************** requests that Vivint remove the equipment, remove her account from collections and refund all payments.
To assist ********************, Vivint has closed her account with collections. ******************** has no further obligation to Vivint.
Vivints records indicate that prior to the installation of any equipment, ******************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that NAME completed the required Pre-Installation Survey on May 2, 2022.
During the recorded Pre-Installation Survey, ******************** represented that she understood and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $65.16 in addition to a monthly equipment fee of $42.54 to Fortiva, plus any applicable taxes, during that term. Further, ******************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Ms. ********* representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had signed up for Vivint from a door to door salesman about a week ago, I was not aware at first that I would be financing the equipment and that I had to pay 500$ just to start. I have just recently gotten into a wreck and have a baby on the way and cannot afford to finance over 1,500$ in equipment. I contacted the help line and was not able to get assistance in cancelling as it is after 3 days which I did not catch in the documents emailed to me. Is there anything that I can do? I do not want the service anymore but they are saying I am locked into the contract.Business Response
Date: 08/23/2023
August 23, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20483425
Complainant: *********************
Vivint Account #: ********
Date of Agreement: 8/8/2023
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ explains that he was unaware of the $500.00 upfront charge along with the equipment line of credit.
To assist ************, Vivint has added a $500.00 credit to his account and has lowered his service cost by 50%.
By way of explanation, Vivints records indicate that prior to the installation of any equipment, ************ completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ************ completed the required Pre-Installation Survey on August 8, 2023.
During the recorded Pre-Installation Survey, ************ represented that he understood and agreed to paying the $500.00 upfront cost. He also represented that he was made aware of the equipment line of credit. Further, *********** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. ***** representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
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.
Set up a professional un-install and re-install of our Vivint equipment. Technician came on July 24 2023 to do the un-install. Had already closed on the property and the new homeowners were moved in (they had gone back and forth on taking over the equipment but opted not to). We worked with the new homeowners realtor to set up a time that they would be there to get the equipment uninstalled. Hunter was the technician and told me that I did not need to be there and he just needed someone over 18 years old. August 2nd was our re-install date. The technician called to confirm time but was confused on what equipment was going in. I told him it was the equipment from the old house and he said that he did not have any of our equipment. Found out that Hunter left the equipment with the new homeowner at previous house. Hunter knew that we no longer lived there and were not there when he uninstalled. He did not tell us that he was leaving the equipment otherwise I would have stayed to retrieve it. Have tried multiple times to drive the 45 minute one way to the old house to try and catch the new homeowners, the realtor has tried to reach out with no luck also. I talked with Vivint on 8/3 and 8/4 to work this issue. I was supposed to get a call back on 8/7 and did not get one. I called back on 8/10 and was told that the agent I was working with on 8/3 and 8/4 would call me within 2 days. It has been a week with no response.Business Response
Date: 08/23/2023
August 23, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: May 17, 2020
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 remainder of the monitoring service agreement and forgive
the remaining balance on the equipment loan with Citizens. 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: 08/23/2023
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.
On June 7th 2023 my system which was always breaking and never working died completely after hours on the phone with Brandon he had us literally disassemble the panel and power source which they installed into my electrical socket and secured with plastic mini zip ties. Then over the phone not a video call over the phone he says the battery is dead and we have to pay to have a technician come out and replace the battery. On June 26 2023 I called to completely cancel the service. I spoke to Julian who for over an hour tried to seduce and bribe me into keeping the service. He told me continuously he knows I’m a beautiful kind person and other things. Then he offered free equipment which is generally the basis starter package that all the home security services offer. then he tried to upsale me. When it didn’t work he transferred me to a nasty woman who told me I have to put it in writing and it takes 30 days to complete the cancellation. I told her I never agreed to that when I became a Vivint customer approximately 15 years ago so I’m going to need to see the original contract/paperwork with my signature on it. On July 27/28 past 30days I get an email stating my account has been successfully canceled. About a week later I get a bill for the billing period of 7/27/2023 to 8/26/23 for 172.76 due 8/11/23 for services that have not worked at all since atleast June 7 2023. I absolutely sent them my formal cancellation on June 26 2023 using the email that they sent me that allowed me to do so. And today is 8/17/2023 how do they figure I should pay for PAST AND FUTURE AFTER THE CANCELLATION DATE. Please see attached emails and billBusiness Response
Date: 08/23/2023
August 23, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: 2/27/2016
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 waive the balance on her account. Ms. *****’s
account is cancelled and her account balance is zero. 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: 08/23/2023
Complaint: ********
I am rejecting this response because: Mail me a hard copy via USPS stating my account is closed free and clear no balance. When you can’t be trusted you can’t be trusted
Sincerely,
****** *****Initial Complaint
Date:08/16/2023
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 sales rep come to my home late in the evening. I told him I didnt want to make a decision that night and he said he would give me a free trial month. The equipment was installed that night. I call 2 weeks later to cancel and have the equipment removed and was told that it wasnt a free trial and that I had to cancel within 3 days. I tried contacting the sales person and they told me they credited my account for 1 month. That is not what I agreed to. I spoke to a representative who said they have a salesperson guarantee and if ******* does not respond in 48 hours they would cancel the contract. I wait the 48 hours and call to check the status. I was told they have to get a response now and they could not pull the recorded calls. This is the biggest bait and switch scheme I have ever seen. I just want them to pick up the equipment and cancel the contract.Business Response
Date: 08/25/2023
August 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: ******* Surmon
Complainant: 20481660
Vivint Account #: ********
Date of Agreement: 7/24/23
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 ****************** service and loan once the equipment has been removed from her home. **************** 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:08/16/2023
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 2022 and today August 16, 2023 I had a Vivant door-to-door salesman use hostile an argumentative sales tactics to try to sell me security products. I was asked by one sales representative if “I cared about my family” sense I wasn’t interested in buying the security systems. The other sales representative continued to ask if I was interested in certain products, despite being told no several times in a row that I was not interested in any of the products and asked why I wouldn’t be interested in their security system to keep my family safe.Business Response
Date: 08/22/2023
August 22, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
To Whom It May Concern:
I have reviewed the information provided
by Mr. ****** and
appreciate the opportunity to respond.
The kind of behavior Mr. ****** has
reported is not consistent with Vivint’s policies, and I have reported this
complaint to sales management in Mr. ******’ area. Vivint appreciates Mr.
******’ feedback and will ensure that any coaching or disciplinary action is
carried out swiftly.
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: 08/23/2023
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:08/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been i Vivint customer for the past five years Ive paid off my equipment and never was late or missed a payment. The system simply doesnt work to our expectation and Vivint customer service and support really can care less. We asked to terminate our service several times but they make it nearly impossible for you. They keep you on the phone for a few hours transferring you from place to place to verify if you paid for all the equipment then they need verification from bank that you done so. After that you have to call them back then they start the transfer game again you have to get a certain . Department blah blah blah. After two hours on phone your call is cutoff and no one ever terminated or end your contract so they continue to charge your. Company is disgusting to say the least..Business Response
Date: 08/25/2023
August 25, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20480617
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: June 16, 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 her concerns are resolved. At this time, Vivint has cancelled Ms. ******** account has cleared the past due balance.
Vivints records show that Ms. ******** System Purchase and Services Agreement (Agreement) had an initial term of 60 months, which ended on June 16, 2023. Prior to that, the Agreement was not eligible for cancellation without penalty. Vivint received Ms. ******** notice of cancellation on August 16, 2023. To assist ******************, all charges since June 2023 have been waived. She 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 LegalInitial Complaint
Date:08/16/2023
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.
We rented a house that ended up being sold 6 months later. The business is requesting that we pay till the end of the year, although their sales rep guaranteed no contract required and is a month to month basis, also stated per their website. We had agreed to the service since we were only renting. The equipment was left there as it is the Renters equipment. They then tried to sell us a $1,900 plan for 5 years in our new residence to forgive the next 5 months.Business Response
Date: 08/22/2023
August 22, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20479229
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: 1/14/2023
To Whom It May ***************** 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 their account. The customer may contact *********************** 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 LegalCustomer Answer
Date: 08/22/2023
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:08/16/2023
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.
In May of 2022 a door-to-door sales rep for Vivint came to our house and after a 2 hour long arm twisting conversation convinced ** to try their security cameras. We canceled the service in the free trial phase and went with a different company for cost saving reasons. Yesterday 8/15/2023 we receive a Fortiva credit card in the mail that we never opened or applied for. We called Fortiva and had the card immediately canceled and asked how this was opened in our name, they told us that they had partnered with Vivint and that was likely how the card had been opened. I called Vivint customer support and they verified that our account had been closed in May of ****************************************************************************** our name. The customer service rep told me that this should NOT have happened without our approval. The bottom line is Vivint should never have opened a credit card in our name without our knowledge or approval. What concerns me, is that we canceled our service with Vivint in May of *************************************** our name on 8/8/2023. We are quite upset about this and we would like to be assured that our personnel information that is on file with Vivint will not be used for any reason going forward.Business Response
Date: 08/22/2023
August 22, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20478927
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: April 30, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he cancelled his service within the free trial period and went to another company. ******************** states that on August 15, 2023, he received a Fortiva credit card in the mail. ******************** states that he called Fortiva and was told that they are partnered with Vivint and Vivint was probably who opened it. ******************** states that he was told by Vivint that their account was closed in May of 2022. ******************** desires to be assured the Vivint does not have any personal information and will not be used for any reason going forward.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, ********************** wants to assure ******************** that the monitoring service agreement was fully cancelled,the equipment line of credit with Fortiva has been fully refunded, and a refund in the amount of $109.44 all were processed on May 27, 2022. Vivint also wants to assure ******************** that Vivint does not participate in selling or providing other companies with the personal information of its customers.
Vivints records indicate that Ms. ******* signed a Purchase and Services Agreement (Agreement) on April 30, 2022. Ms. ******* called Vivint on May 2, 2022, wanting to cancel as she is in her 3-day right of rescission period and the equipment was not completely installed. May 3, 2023, Vivint received a written notice of cancellation from Ms. ******** May 28, 2022, a Vivint Smart Home Professional removed the equipment. August 16, 2023, ******************* called about receiving a Fortiva credit card in the mail. It was confirmed that the account had been cancelled, the line of credit fully refunded, and a refund in the amount of $109.44 was processed on May 27, 2022.
Vivint has resolved the matter as stated above. Ms. ******* has no further obligation to Vivint.******************** and/or Ms. ******* may contact Vivints representative with any questions or concerns they 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 Legal
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