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
- 8,552 total complaints in the last 3 years.
- 3,051 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:10/19/2025
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 never really satisfied with my home unit. It was always malfunctioning. They convinced me to upgrade the panel to fix it, that didn’t work. I only kept the subscription going for the doorbell camera. When I sold my house I called to cancel my service and they told me I had several years left on the new contract I signed. I told them I wasn’t ever satisfied and would never sign a new contract. They produced a forged contract saying I gave them permission to sign and still trying to hold me to that. I’ve called numerous times trying to resolve it and plan to take it to court because their legal team will not contact me to resolve this issue. Your company lied and it’s time to do the right thing to keep it from going to a trial
Business Response
Date: 10/28/2025
October 28, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ******* and appreciates the opportunity to respond.
We have contacted him, and are currently working with Mr. ******* towards a resolution. Vivint's representative is reviewing previous calls and will update Mr. ******* with the review results.
If he has any questions or concerns, he may contact Vivint’s representative.
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: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/19/2025
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.
Moved into new home on ***** * **** *** ******* ** ***** on September 01, 2025. Called to reactivate already installed Vivint system on September 12, 2025. Had paid a reactivation fee of $50.00 prior and was told my credit card would not be held. On or around September 16, 2025 a service technician came to home to fix my security system as it had not been working properly ; cameras were not working and not catching any images. I as told I would need to upgrade to a newer system that cost over $2000. I called to cancel service completely the next day (within the allotted time period). My account shows credit card is on autopay and can not delete. I cancelled within the three business day no penalty or charge policy but am not able to cancel service despite after numerous calls. I feel like this company has very poor customer service and shady business tactics to trap me in to giving them money. I need help in getting them to simply refund my reactivation fee and cancel service with no penalty. This company has been very dishonest and shady with their business practices in not being specific or honest.Business Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ********* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** *****, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24035225, and find that this resolution is satisfactory to me.
Sincerely,
******* *********Initial Complaint
Date:10/18/2025
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 April of 2021 I purchased Vivint service and assets. We were signed up for 60 months. During this period we had to move and were told that we were eligible for a free move due to having to move for the military. Well in October 2025 ( 54 months later), I call to cancel our service. Just to be informed we still have a commitment of 48 months left. To my surprise, despite what their website says about military moves they restarted my contract. This is absolutely ridiculous. We have never missed a payment.This is beyond an unethical practice. Beware all military consumers. Stay far far away from Vivint.Business Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************************
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ******* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivints representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/18/2025
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 solemd a 4000.00 alarm system to elderly people and now that the system is experiencing some issues they are refusing tonswnd a technician out for the repairs. My mother and father are over 80 years old. My mother is bedridden with serious health conditions. We are still paying for the equipment and the service. Iwe also paid 100.00 for a technician to sevice the alarm whenever there's a problem. Ii've called numerous of times and explained to the tech that I not capable of troubleshooting the panal or ghe alarm. If something happens such as a fire or a burglary they will be held responsible and I wull have no problem filing a law suit against Vivint. I want them to come get their equipment and give me dam money back.Business Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
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: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/17/2025
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 called in to cancel my service and the person I spoke to kept giving me offer after offer when I clearly stated I wanted to cancel services. I was on the phone for almost an hour trying to cancel services, they wouldn’t let me cancel service after repeatedly telling them I wanted to cancel, wasn’t happy with the service.Business Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. **** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
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: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24032226, and find that this resolution is satisfactory to me.
Sincerely,
******** ****Initial Complaint
Date:10/17/2025
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 were approached in our home by a salesman for vivint named **** in our neighborhood on 7/26/25 and he had asked questions about our current home security solution with ADT and explained he was attempting to sell vivint and buyout our contract. We said yes as it was promised they would completely pay for the buyout of our current contract. We were explained to by the sales representative that we would be financing through vivint for the equipment. He made one comment about Fortiva very quickly and changed the subject. About a week after installation we received a message from Fortiva retail credit thanking us for opening a $6000 line of credit with them. We were completely blindsided by this. We were also created a credit card for that account, which we were NOT told this would happen. It completely TANKED my credit, after we were told it would only be a soft credit pull by the sales representative ****. and We were very dis-satisfied with this and called vivint to ask about this and we were given the same answer from any representative we talked to. "That's just how vivint does their financing". We weren't made aware of this before our purchase and if we had known, we wouldn't have done it. The sales rep talked us into giving him a glowing review so he could win a trip from his company. I suspect it was so we couldn't come back and write a bad review after it is all said and done. After about a month, we received the gift card to do the buyout with ADT. We called and got the quote which came out to $1400. The gift card only had $1000 on it. So we called again to complain and see if they will cover the complete balance and they said they do not go over $1000 for buyouts. So we were stuck with paying that $400 to actually complete the buyout. All in all we are extremely dissatisfied with vivint and if we could we'd get rid of it ASAPBusiness Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. **** and appreciates the opportunity to respond.
We have made initial contact with Mr. **** and will continue to work with him towards a resolution.
If he has any questions or concerns, he may contact Vivint’s representative.
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: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/17/2025
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 October 9th, a Vivint technician came to my home to install our security equipment. On October 12th, my account was charged $1100. I did not authorize this charge nor was I informed that I would be charged. I contacted Vivint on October 13th asking for a refund. They stated my options were to pay the $1100 over 4 months (which I declined as the payment would be too high) or to have them come and downgrade my system. They also stated they could “reach out to upper management” to extend the installment period to 12 months of payments instead of 4. I agreed this would work and they said they would ask the decision to be expedited and I should know in 2 business days. By October 15th I still hadn’t heard back so I reached out again and was now told it would take 5 business days to know if it was approved and then another 7-10 business days for my refund to process. This money was set aside for my mortgage and caused my account to go negative. I reached out once again via email on October 16th letting them know I would be disputing the charge with my bank and filing a complaint with BBB if they did not respond and process my refund. I still have heard nothing from them and when I call am told “there is no direct line for a supervisor”.Business Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ******* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
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: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/17/2025
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.
Amount charged to an opening of a credit retail company.
Salesman lied about a no contract account to VivintBusiness Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ****** and appreciates the opportunity to respond.
We have contacted them and our representative is actively working with Ms. ******.
If they have any questions or concerns, they may contact Vivint’s representative.
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: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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 am requesting a refund of $101, representing two months of service charges, for a period during which my Vivint system was not working properly. Despite multiple attempts to resolve the issue and contact management, including Sean (manager), I did not receive assistance or a callback.
Since the system was nonfunctional and service was not provided as agreed, I am requesting a full refund for those two months. Please confirm receipt of this message and provide an update on the refund process.
Date of transaction months of August and September.Business Response
Date: 10/20/2025
October 20, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. **** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
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: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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 for 3 years with Vivint. On 10/6/25 I called to cancel my service with them. After receiving a lot of pushback from the agent, he confirmed he cancelled my service. However I called again today 10/16/25 and found out the service wasn’t cancelled at all, even though he explicitly confirmed it was and provided a confirmation number of ********* on 10/6/25. So now they told me I will be charged twice more for the service that I was already told is cancelled. I’ve already been charged $28.14 on 10/14/25, and the agent today said I’ll be charged once more in November. All I want to do is cancel and they have provided terrible customer service throughout the whole process. The woman today just kept trying to change my mind about cancelling/offering to provide a good deal to me if I resubscribed. Worst customer service I’ve ever had. Please cancel my service permanently.Business Response
Date: 10/17/2025
10/17/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
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: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24027193, and find that this resolution is satisfactory to me.
Sincerely,
***** **
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