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
- 8,407 total complaints in the last 3 years.
- 2,975 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:07/08/2023
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.
Tuesday July 8,2023 i called Vivint home security and spoke with a sales ****************. I told him i moved to a different address and wanted my equipment installed and also i wanted to purchase 3 outdoor cameras along with the garage opener from my phone. I was charged in the amount of 107 for a first time customers fee which was wrongfully charged because Ive been an existing customer. I wasnt supposed to be charged that according to a phone call Friday from a Vivint person. I had an appointment on Saturday july 8 2023 between the hours from ****. The tech called me on Friday and asked for pictures of everything i had so he know what to bring with him. I sent him pictures of everything i had. I told him i had things to do on Saturday which is my only off day and i didnt want to sit around waiting for nothing and thats exactly what Vivint had me doing all day. The 107 i paid was for nothing. Ive been a customer. Ive been lied to. Ive been charged wrongfully. Vivint have wasted my entire day. Some how my appt got canceled and i never canceled it. The guy told me Friday i would be getting a refund of 107 due to me being a customer already. Still havent gotten my refund. I purchased 3 cameras and Stil havent received them. I called back on Saturday and spoke with ****** again and he hung ** in my face. I called back again and another *************** up on me. They even did a credit check and i never received the items they checked my credit for. I have all my emails for every confirmation and the text messages from **** the tech!
Business Response
Date: 07/15/2023
July 14, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20292910
Complainant: Ciera Adams
Vivint Account #: ********
Date of Agreement: 2/16/22
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 complete ************** installation and provide a 3 month monitoring credit. ************** 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: 07/15/2023
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:07/08/2023
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 moved and sold the home the system was installed in. We went thru all the proper steps of calling the company ahead of time in May and canceling the service, this took several phone calls & I was transferred many times, took better than an hour to get thru. Our equipment was paid in full so there was no issue there. After receiving a confirmation number that the account was canceled I thought we were done. That is why we flat canceled the account and didn't try & transfer it to the new owners, because we didn't want to be connected to it anymore.About 2 weeks after we moved, in June, we were called because the system alarm went off. Explained again, to Vivint, that the account was canceled, we don't live there, don't call us. Said they would make larger file notes to that effect. Now it's July and I am receiving phone calls again that we owe money on the account. I told the rep that we didn't, it was paid in full and canceled. She then told me if have to talk to the "loyalty" department to resolve the issue but they are closed. I said there isn't an "issue" because there isn't an account, it's canceled. She had nothing other than to say that she could see the notes where it was canceled in May. How can they still call me and try to collect money on an account that was canceled & paid in full?Business Response
Date: 07/12/2023
July 12, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20292665
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 5, 2022
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 the account immediately. Cancellation can take up to five (5) business days. **************** 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:07/08/2023
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.
My mother had Vivint and she passed away in 2020. When this happened I called Vivint to move the service to my name. They agreed to and they put in a new panel. I never verbally agreed to any extension or anything. I never signed any contract. Fast forward to now. I switched companies *** tried to cancel Vivint last month in June of 2023. They claim I signed a verbal agreement and owe them money. They have been very dishonest and non transparent. Even if their claim is correct, which its not, that I agreed to a contract verbally, according to Georgia law, if the agreed upon term is longer than 12 mo tha it has to be in writing. They have 0 to go off here and I need them to quit lying and harassing me. Nothing they are saying adds up.Business Response
Date: 07/13/2023
July 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20292410
Complainant: ******************
Vivint Account #: *******
Date of Agreement: September 13, 2019
To Whom It May ***************** have reviewed the information provided by Ms. ****************** and appreciate the opportunity to respond.
In her complaint, ************** explains that her mother passed away in 2020 and she agreed to move the services to her name. She further explains that she never signed a contract but when she tried to switch companies, she was told she signed a verbal agreement and owes money for cancellation. ************** desires cancellation with no further contact.
At this time, Vivint agrees to cancel Ms. ***************** Agreement without penalty.
Vivints records show that ************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $54.99, and total equipment fee of $1,604.96, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ************** has no further obligation to Vivint.
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: 07/13/2023
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. Even though they are lying to you about a valid agreement. They are bullies and liars trying to show you Im in a contract. Which if it really was valid they wouldnt let me out. Lets be real.
Sincerely,
******************Initial Complaint
Date:07/08/2023
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 an account with ********************** but I am continuing to get charged despite calling and emailing several times to cancel. I initially called in December to cancel the service because I moved. In January I noticed that I was still getting charged so I called back to inquire. I was told that I did not send the follow up cancellation email. I then sent the email and was told everything was taken care of. Fast forward to June, I realize that I am still being charged a monthly fee of $57.14. My husband again has called 2 additional times and yet still another charge in July!Business Response
Date: 07/13/2023
7/13/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20291153
Complainant: Ketarah ******
Vivint Account #: *******
Date of Agreement: 7/7/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel her account and refund $343.02. **************** 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 LegalBusiness Response
Date: 07/13/2023
7/13/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20291153
Complainant: Ketarah ******
Vivint Account #: *******
Date of Agreement: 7/7/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel her account and refund $343.02. **************** 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:07/07/2023
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.
7/7/2023 I purchased a system two months ago from today. This company gave me false advertisement, and they lied to me. They sold me a smart home system, and when i purchased, I was told paying the equipment came with the service all included . and everything was taken care of in 1 payment. come to find out Im paying for equipment and monitoring services which I was not told. extra charges would apply. It was all one package. Ive called to cancel services with them due to their fraudulent claims and misinformation now theyre asking me to pay off the whole equipment off to cancel . and I am now under contract for five years, *** tried calling their customer care department also their billing department they refuse to let me speak to managers and basically have a I dont care attitude theyre call centers are located in *************** I cant even speak to somebody here in my own state to resolve any issues or get proper help if I want to pay a bill, they will answer the phone right away if you want to cancel or speak to a manager you have to wait 30 minutes to an hour to get a hold of somebody if they even answer, and then they still refuse to give you to a manager for help I dont mind paying off the equipment. In time. Im just not gonna be paying for a service that I did not know I would be paying for. I was told the equipment came with everything including with monitoring service. I just want their equipment off my house and Ive never want to deal with them again , why would I sign a five-year contract for Cameras who is thinking five years ahead for Camera equipment. The equipment does not even cost five years worth of cash for the contractBusiness Response
Date: 07/13/2023
July 13, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20290310
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: May 3, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that that he was lied to stating that he was told that he was paying for the equipment and service together in one (1) payment. **************** states that he is actually paying for equipment and services separately. He states that he requested cancellation due to this misinformation and he was told that he would need to pay off the equipment to cancel. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has offered to clear the past due balance of $152.94 and to reduce the monthly service fee permanently by $20.00.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on May 3, 2023. July 7, 2023 **************** contacted Vivint and requested cancellation of the account because he was unaware that there would be two (2) different payments. Notes show that **************** was educated on the cancellation process.
With the provided information Vivint offers to clear the past due balance and reduce the monthly service fee. **************** may contact Vivints representative directly with any further questions or concerns in 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:07/07/2023
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.
7-7-2023 During the pandemic, we were approached by a door-to-door salesman for Vivint. They offered to buy out our contract with ADT and promised excellent service and customer care. We agreed to move three of our security system accounts (home and two rentals) from ADT to Vivint. They promised three gift cards of about $300 each for this transaction. We did not receive the gift card without additional prompting but did eventually receive the cards. However, because it was the early pandemic and there wasn't a lot of shopping happening, the gift cards weren't immediately spent. When I tried to use the gift cards, I was informed they had expired. We continued our direct debits to Vivint and their partner company who "loans" money for the purchase of the home security equipment. I don't recall being informed that the contract was for 60 months. Every other home security agreement I had in the past was for 36 months. I called the "loan" company to inquire after three years of payments, and they said that it was a 60-month agreement and that if I wanted to cancel my service with Vivint, I would need to pay the remainder of the "loan". This was for three properties, each with about 3 glass breakers, 3 window sensors, and two door censors (roughly). After three years, they said I still owed about $250 per property. I paid it ($750) after confirming multiple times that I could to cancel my contract with Vivint without further payment or pentalty. I paid the remaining balance. ****** was the representative. She transferred me to ***** (customer loyalty) who said he couldn't cancel the service and transferred me to *****. ***** said he could only waive 50% of the balance, regardless of what ****** said, because they are separate companies. I ended up paying an additional $1100 to end my contract with Vivint. I feel that I was misled and manipulated. I would like to see the $1100+ reimbursed. The service with the company was consistently poor with misleading communication.Business Response
Date: 07/13/2023
July 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20290208
Complainant: ********************* *****
Vivint Account #: *******
Date of Agreement: May 19, 2020
To Whom It May ***************** have reviewed the information provided by ************************* ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ***** to resolve her concerns. Vivint agrees to cancel Ms. ****** three accounts with a refund of the final buyout payments. Ms. ***** may contact ********************************** / ************) directly if she 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:07/07/2023
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.
Company refuses to cancel/terminate my account and continues to charge me fees.Business Response
Date: 07/13/2023
July 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20289749
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: July 2, 2018
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ******************** to resolve his 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:07/07/2023
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 canceling my account multiple times. They say I have to call ************* to get an authorization number saying my equipment is paid in full. It is paid in full. I called ************* and they said I need to call with them on the line. They both hang up on me when trying to get the other on the line. I feel like this is a scam to get me to keep my account. I just want my account canceled. The system no longer even works. They came to fix it and said I would have to buy a new system.Business Response
Date: 07/13/2023
7/13/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20289035
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: 5/23/2017
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
Vivint has agreed to close Ms. ********** account without penalty. ********************** 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:07/07/2023
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.
They have been calling/contacting me 2x a day every day about a past due balance that I told them I was working on. To me, this is harassment, and I dont stand by a company that dose this. The Fair Debt Collection Practices Act (FDCPA) prohibits debt collectors from placing repeated or continuous telephone calls to you or having telephone conversations with you with the intent to annoy, abuse, or harass you. Which they are ****% doing.Business Response
Date: 07/13/2023
July 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20289006
Complainant: J Sander
Vivint Account #: *******
Date of Agreement: 9/26/22
To Whom It May *********************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he is receiving two calls every day about a past-due balance that he has told representatives that he is working on. He considers it harassment.
Vivint agrees to put ****************** phone number on the billing do not call list.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 9/26/22 with an initial term of five (5) months. Vivints records indicate that **************** agreed to a twelve (12) month Agreement extension on 4/25/23 which included a lower monthly rate, a credit for $201.47 to cover his past due bill, one $5.00 monthly camera fee waived and waived the $99 technician fee to install a new doorbell camera for $249.99 plus tax.
A representative from Vivint has reached out to **************** via phone and email 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:07/07/2023
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 originally signed a 60 month agreement august 10 2016 with Vivint home security they then came out and said we were available for a free system upgrade, I allowed them to come out and do the upgrade they had me sign a completion form and never notified me of a concurrent 3 year upgrade on the existing contract, we moved homes since then and tried to cancel our services since the original contract was up, they told me I wasnt able to cancel the contract due to having 10 months remaining on our contract and said I could cancel if I paid them $473 dollars, I requested a copy of the original contract and was immediately sent an email containing the document when asked if I could receive the newest contract they could not provide it to me and said it would take 3-4 business days for them to send it to me. I then proceeded to inform the rep that I had read several reviews on this site of people having the same problem and their issues were resolved without them having to pay anything to cancel the subscription that if I needed to do the same I would the rep laughed at me and said go ahead then and do it and proceeded to be rude and didnt want to answer any more of my questions and just told me all of the information would be on the new contract I was sent. I just find this very unprofessional and the company to be very misleading. I hope this is a cautionary tale to anyone who thinks about choosing this company moving forward, and I would just like this issue to be resolved since I am no longer using the equipment or the monitoring service and they will not let me cancel my subscription without paying them over $400Business Response
Date: 07/12/2023
July 12, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20288314
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: May 11, 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 agreed to cancel the remaining Vivint monitoring contract without penalty or fees to **************************. ************************** 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 Legal
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