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
- 8,431 total complaints in the last 3 years.
- 2,991 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:07/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
FRAUDULENT INFORMATION GIVEN. WAS GIVEN A 30 DAY CANCELLATION PERIOD. WHEN I CALLED VIVINT, SALES REP DENIED AND SAID IT WAD ONLY THREE DAYS.
PRODUCTS STOPPED WORKING AND HAVE NOT BEEN FIXED. VIVINT DOES NOT WANT TO ACCEPT MY CANCELLATION.
Service at ***** *** ****** PALMDALE, CA 93551
Business Response
Date: 07/18/2023
July 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ****
Vivint Account #: *******
Date of Agreement: June 10, 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 he was given a 30 day trial period but when he called in to cancel, the sales representative refused and said he only had 3 days to cancel. He further explains that his equipment stopped working and has not been fixed.
At this time, Vivint agrees to cancelled Mr. *******’s Agreement and line of credit if the equipment is returned.
Vivint’s records show that Mr. ******* signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $49.99, and total equipment fee of $2,034.47 that was financed through a line of credit, plus applicable taxes during that term. Vivint relied on Mr. *******’s representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Despite the validity of this agreement, Vivint agrees to the above resolution. Mr. ******* may contact (******************* / ###-###-####) to return his equipment. Following this, Vivint will cancel his Agreement and credit the balance owed on equipment loan within 5-7 business days.
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:07/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company recently charged me $300 to replace my door keypad. They said that was the reason my panel wasnt working. They said an updated keypad on the door would resolve our problem. Now we find out the house has not been alarmed at all since they came to change out the keypad. We dont have a functioning alarm system and they want to charge another $99 to come to our house and find the problem. I have spent a long time on the phone trying to resolve this issue and finally decided I want to be refunded my $300 for the keypad that I didnt even need because my system is worse now than before they came and installed it. I shouldnt have to spend $99 to fix a problem that was supposed to be fixed with the $300 door handle. I have spent a long time on hold just trying to cancel my service. Nobody answers the phone in the cancellation department. They just keep you on hold. I just want my $300 back at this point and I want to have my entire system removed. After 7 years of constant problems with this system and then constantly selling me a new piece of equipment and my alarm system still not working I just want to cancel my business with this company altogether.Business Response
Date: 07/18/2023
July 18, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20313234
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 4, 2016
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 resolved all equipment issues by scheduling a Smart Home Professional on July 14th and 15th, 2023. ****************** entered into a new 48-month term agreement on July 14, 2023, lowering her monthly service fees. ****************** 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: 07/24/2023
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:07/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a Vivint system based on what I was told by my sales rep. I was told that I could cancel anytime and that my financing was approved. After checking my statement from their financing arm, the subpar lending company Fortiva, I paid off my system in it's entirety (approximately $3400. I told Viviint to turn off my monitoring, which at $49 (approximate) was significantly higher than all it's competitors. It was then that I found out that I would not be able to use my equipment with any other security provider. I decided that my camera's where enough of a deterrent so I requested my service be terminated. No one mentioned that there would be any further charges on my account. I was getting multiple robocalls from Vivant so I ignored them. It was quite harassing. I requested termination of service in April 2023. I read that ****** had tiered pricing so I decided to reactivate my account. I only wanted access to the app, not full service. The customer service rep told me that there was only one pricing tier and it was higher then what I was paying. After a long phone call, I decided to not resume service. It's bad enough that they overcharge for their systems and monitoring, but know their telling me that I was locked into a five year monitoring contract and that I would have to pay $850 to get out of my contract. This is insane. The sales representative told me that their was no penalty to terminate service once my equipment is paid for and I would have never agreed to five year service contract for anything. This company appears to prey on working class minority neighborhoods for their over priced systems. I am reporting them to the District of Coumbia ************************* for fraudulent practices as well as report them on every social media platform that I am on.Business Response
Date: 07/17/2023
July 17, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20312235
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 7, 2021
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 remove the Vivint account from collections and to waive the fees due. ****************** 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:07/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On or about April 13, 2023 I placed an order for a smart home security system. My salesman was Nicholas M*****, ************. The product was to be delivered on or about June 1, 2023, as it was a new home that I was purchasing and I would not be able to receive the product sooner. I then received a notice that it was shipped. The salesman intercepted to shipment and it was returned to the warehouse in UTAH. Order Reference Number **********. Their own records state the installation address as ***** * *** *, Provo, UT. My credit card ending in **** was billed 151.47. The package was enroute in an email dated 4/15/2023. On April 17 another email said it would arrive soon. There was a fedex tracking no. ************. I had phone contact stating to Nicholas M***** that the product was to be delivered in June and not sent in April. They record their calls. He said he would take care of it. Upon arrival at my new home on 5-25-2023, we proceeded to move in. No product arrived as promised by my salesman. I called on or about 6-21-2023 to request a refund as no product arrived and their support call center gave me the run around talking to 5 different people and they said they would elevate the situation as to asking for a refund. Today I called again and only was sent to 4 different people. The last person I talked to about getting a refund said there is a long process to request cancellation and they would prorate my billing while they were evaluating. Further I had to send an email telling why I wanted to cancel. I wanted a refund for failure for them to deliver a product. I have no evidence they will refund my money but they gave me details: Vivant - Brady loyalty team ****** badge - case #********* call log can be referenced. I do not see any other charges to my card other than my deposit I am requesting a full refund of $151.47. I would not recommend this company to anyone.Business Response
Date: 07/18/2023
7/18/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: 4/14/2023
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 refund
$151.47 and cancel his account. 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:07/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vint was installed in my home 2 months ago. Since then we have had nothing but technical issues. The first few days everything was working fine and then our camera stopped working. *** spent countless hours on the phone with tech support and as of today my system has been down for 6 days. They refuse to cancel my service. They did not ever tell me that they were financing the equipment through a different company. until today I had no idea that they opened a loan for **** in my name. They won't send out a tech to help unless you pay. I can't continue to pay for something that doesn't work. Vivint told me to call citizens and citizens told me to call Vivint.Business Response
Date: 07/18/2023
7/18/2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20311897
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 6/2/2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative from Vivints ********************************************* has reached out to ****************** to assist her with her concerns. ****************** 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: 07/18/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Customer Answer
Date: 08/21/2023
Back in June a salesman for Vivint came to my door at 8pm. We purchased the equipment. However, it was not disclosed that they were opening a line of credit in my name to finance this equipment. Im writing another review because after they contacted me and fixed it within a few weeks my system was down again. I've called 6 times to get help trouble shooting and the system is still always down. Today is August 19 and it's been down since August 6th and will not come back up. I'm paying for a security system that doesn't work. Dealing with this company has been nothing but a pain. And when they do send a tech out because support can't help you over the phone, they want to come on a weekday between 8-5. Which if you're a working person that's extremely difficult to do when they expect you to wait at your house for 8 hours. Since getting it back in June we have had issue after issue with the equipment and the company is less than helpful even though it was advertised as a guaranteed working security system. They're the type of company that you have 3 days to return it but the system was working fine for the first week until it wasn't. Nobody should pay **** dollars for equipment that simply does not work. And they can't ever come to fix it in a timely manner.Business Response
Date: 08/25/2023
8/25/2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20311897
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 6/2/2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has contacted ***************** via email. To assist ******************, Vivint is willing to cancel and refund her account and line of credit upon receipt of the equipment.
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:07/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/16 a Vivint Sales Agent knocked on our door. He proceeded to offer us a 1 month trial period plus 2 additional months of free Vivint service. The Sales Agent assured us multiple times that we would be able to cancel with no penalties or fees within this 1 month trial period. 2 hours after the equipment was installed we received notifications that all batteries were low & all window and door sensors were offline so the system was not ready to be armed. Due to these issues, we decided to cancel before our free month trial expired. I 1st called the Customer Service line on 7/11 to cancel our account. The Rep told me I was unable to cancel my account without paying the entire equipment fee cost upfront in order to cancel ($4500) despite our Sales Agent telling us there were no fees or penalties to cancel. The Rep said there was nothing he would do for me and I would have to contact the Sales Agent to have him provide written approval to cancel the account. I called the sales agent 3 times, left a voicemails and sent a text message. After the first call and voicemail - the agent blocked my number. I called Customer Service again, on the same day and was told the rep would reach out to the agent on his end but the Rep said he was unable to get a response from the Sales Agent or the Sales Agent's Manager. I was told I needed to wait 7 business days for a response before this could be escalated further. I called back the next morning & spoke to a new Rep who told me a Manager would give me a call at 12PM that day. I never received a call so I called again (My 4th call to customer service) & eventually got through to a Manager who also said he had to receive approval from the Sales Agent before canceling my account. He also conveniently couldn't get a hold of this agent. The Manager promised me a call back same day and assured me he would find a solution. Nothing has been rectified & they are refusing to cancel our account even though we are within the 1 month trial.Business Response
Date: 07/18/2023
July 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: June 16, 2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. ****** and a resolution has been agreed upon. At this time, Vivint has
agreed to schedule a Smart Home Professional to remove the equipment. Once removed,
Vivint will proceed to fully cancel the monitoring service agreement, fully
refund the equipment line of credit, and refund all payments made directly to
Vivint. Ms. ****** may contact Vivint’s representative directly if she has any
questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/11/2023
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 requested to cancel my Vivint account on 2 May for 30 May 2023. I received notice on 4 May that VIVINT received my request and would contact me if they required more information.On 30 May 23, my account was cancelled and I had no access to my account on the app or web.Additionally, they billed me Jun and Jul; this initiated the call to confirm cancellation.I learned that although I paid off my equipment, I was in a 60 month monitoring contract ending Sep ****. Two agent acknowledged my equipment status and offered my a Pay 50 plan to pay off the monitoring $304. As the agents talked over me, they processed my payment and transferred me back to cancellation.Cancellation rep restated my status, confirmed my equipment status, provided me a $50 credit (that I cannot confirm), and provided me an email and guidance to refile my request; which I did on 11 July.I just want my account cancelled.Documents provided on request.Thank you.Business Response
Date: 07/17/2023
July 17, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20308267
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: September 8, 2019
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 provided cancellation of the Vivint account. **************** 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:07/11/2023
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 contacted Vivint about wanting to cancel my contract I was told I could cancel anytime but they told me I owe them $2,000 to cancel the contract I said I couldn't afford that and I also told them I'm disabled who lives on SSDI, Vivint responded to me saying that's too bad and they had a debt collector emailing me saying I owe them $2,000 by Aug 22, 2023 I can't afford that and would like to settle this as soon as possible please. I can't remember when I purchased Vivint I think it was around January or February 2023 but I would like to get out of their contract I am disabled and cannot afford that money.Business Response
Date: 07/17/2023
July 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20308154
Complainant: *************************
Vivint Account #: *******
Date of Agreement: January 11, 2023
To Whom It May ***************** have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** via email and phone to resolve her concerns. ************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/11/2023
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.
My complaint involves Vivints business practices, their lack of fixing and correcting mistakes made on their end and lack of empathy.We have been using the service for close to 5 years. We sold our home in ** and moved to GA in August of 2022. My wife and I did everything along with the new buyer to transition the service over and was assured that everything was fine.It was not. The new owner said she had so much trouble with getting them to change everything over she decided not to use the service.They made us continue paying for a service that we didnt have, so we decided to allow them to install it in our new home not knowing we would be starting a new 5 YEAR CONTRACT! That is not fair, since none of the issues were our fault and they will not even consider making this right. Our previous years should be counted since we never stopped making payments. On top of that, we have had two service appointments that they never showed up for. The first they claimed we never made and the second, the service person went to our ** address.But they want to charge you $99 for them to come out and fix THEIR EQUIPMENT!Business Response
Date: 07/17/2023
7/17/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20307854
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 3/3/2020
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
Vivint has agreed to change Mr. ********* account status to month-to-month. ******************** is no longer under a 60-month status.
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:07/11/2023
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 had Vivint smart home security for well over 5 years. We sold our house 10/22 and the new buyers wanted to take over the service. Vivint contacted us on behalf of the new buyers and we said yes, let them take over. We never heard back from Vivint. We were being billed for the rest of contract period which was ending in March of 2023 while we had made several attempts of having Vivint refund us and stop charging us for the security system we sold with the house. They were charging new owners and us, so essentially double collecting in the home. We recently looked at our credit card statement and they were still charging us even after the contract period. We want a full refund of charges of $300 a referral fee. $200 and an apology!Business Response
Date: 07/17/2023
July 17, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20307010
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 7, 2016
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 provide a refund of $336.96 for payments from November 2022 to current. The refund will be sent via check, and will take up to 15 business days to arrive. **************** 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 LegalCustomer Answer
Date: 07/17/2023
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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