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:07/07/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have sold my house and Vivint is saying I cant end my service until I pay off the loan for the equipment and that I am suppose to unattached all the equipment myself and take it with me which is ridiculous. The new house buyer has agreed to take over the service but Vivint wont do that until I pay off the equipment. As I told them I lost my job in December of 2022 and I dont have money to pay for this anymore they can come and get the equipment because I am moving to ******* to live with my parents and dont need the security system. This company is predatory company who signs you to extremely long contracts and they dont explain that to you.
Business Response
Date: 07/13/2023
July 13, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20288301
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 13, 2022
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In his complaint, ********************** states that he sold his home where the equipment is, however, Vivint will not cancel the monitoring service agreement without the equipment being paid for in full. ********************** states that the new homeowner has agreed to take over the service, but he has been told the equipment needs to be paid off. ********************** stated that he lost his job and can no longer afford the payments. ********************** desires to cancel the monitoring service and not be held responsible for the equipment line of credit.
A Vivint representative has attempted to reach out to ********************** regarding this matter via email. After reviewing the account, ********************** is providing the following options: 1) schedule a Smart Home Professional to remove the equipment. Once the equipment is removed,Vivint will fully cancel the monitoring service agreement, fully close the equipment line of credit, and refund all payment made directly to Vivint, {or}2) cancel the remainder of the monitoring service agreement, however, ********************* will remain responsible for the equipment line of credit.
Vivints records indicate that ********************** signed a Purchase and Services Agreement (Agreement) on September 13, 2022. ********************** called Vivint on January 10, 2023, to cancel the Agreement as he was moving. January 11, 2023, Vivint attempted to apply a deferment for 6 months, however, since the account has been active less than 6 months it couldnt be applied. July 7, 2023, ********************** called Vivint to cancel the Agreement due to moving.
To resolve this matter, Vivint has provided the options as stated above. ********************** may contact Vivints representative with any questions or concerns he 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 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.
Sincerely,
*****************************Initial 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 was mislead into signing up for credit and financing for an equipment upgrade. The representative mislead me into believing I would get this said equipment at no out of pocket cost to me and that I would receive a reduced bill by Vivint. I have been a customer for 7 years and was due for new equipment. The representative had me sign documents that I assumed were standard. I didn’t know I was applying for credit and did not have sufficient time to review. I kept asking would this all be one bill as I thought this was in house with Vivint. The rep assured me it would be no out of pocket cost to me as I continuously stressed. I was not aware that I would be charged a separate bill by citizens until the technician arrived and had me further sign documents. I did not fully understand the process and told the technician that I would look into the matter with Vivint post installation to have this resolved. Unfortunately agents I have spoke to have been unable to resolve this issue but instead are trying to reiterate that I agreed to the financing.
I have since asked to cancel and to return equipment they have declined. It has not been a week of me having the equipmentBusiness Response
Date: 07/12/2023
July 12, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: July 26, 2016
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ***** to resolve her concerns. Vivint’s record indicates that this issue is being resolved to Ms. *****’s satisfaction. 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/19/2023
Complaint: ********
I am rejecting this response because: The company has resolved the initial issue and then created another one. After the original contract was discarded and the finance company was credited I was then charged $541.57 to my personal card regarding the same equipment in question. I was on the phone for 2.5 hours to get nothing resolved. I have tried reaching out to the legal rep 3 times in the past 2 days and no answer. When I contacted vivint customer service I was told there was no legal department. I am very frustrated and I want the $541.57 returned to my card
Sincerely,
****** *****Business Response
Date: 07/24/2023
July 24, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: July 26, 2016
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ****** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ***** to resolve her concerns. Vivint’s records indicate a refund in the amount of $541.57 has been issued via and Ms. ***** will receive this refund within 5 business days. Vivint apologizes for any undue delay in this process.
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: **** ***** *** ****, Provo, Utah 84604, 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 been contacting Vivint to cancel my account/service with them for the past two weeks and have been put through a hassle of being transferred to various departments none of whom can complete the cancellation. My total time over the past two weeks dealing with this on the phone and their customer chat service is now 4.5 hours with no resolution and still no cancellation. Instead, they continue to try to lock me in "discounted" service agreements for terms ranging ***** months when I am clear with them that my intent is to cancel.Business Response
Date: 07/13/2023
July 13, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20286645
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: October 8, 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 cancel the monitoring service effective July 13, 2023, and refund the last payment made in the amount of $154.35. **************** 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.
I had Vivint service for over 14 years, moving to new addresses never caused a problem until last December (2022). I moved from my condo but did not not need new service at my new address until my new house was built. (Over 90days from the December 2022 move date)I cancelled service 3 times between December and July 2023 because somehow the account was reactivated...and I was billed and received automated past due calls...even after several calls and credits to the account...this account is still active.I did not return to Vivint service at my new address because we never resolved the issue with canceling the original account.#***********Business Response
Date: 07/13/2023
July 13, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20286507
Complainant: **********************************
Vivint Account #: *******
Date of Agreement: June 5, 2008
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 clear the balance due of $56.80 and cancel the account without penalty or 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 LegalInitial Complaint
Date:07/06/2023
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 cancelled this service several months ago. Yet, they continue to charge my credit card. The service is cancelled. When I call the toll free number the hood is at least 10 mins.Business Response
Date: 07/12/2023
July 12, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20284892
Complainant: ******* Arzu
Vivint Account #: *******
Date of Agreement: May 30, 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 cancelled all remaining accounts related to ************ without penalty or 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 LegalInitial Complaint
Date:07/06/2023
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.
**** from Vivint has been door to door selling in my neighborhood for several weeks. He has knocked on our door twice despite a clear no soliciting sign. Setting our dogs off and disrupting mine and my wifes work from home business meetings. How many times do we have to say no before he leaves us alone?Business Response
Date: 07/12/2023
7/12/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20284846
Complainant: **************
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
The kind of behavior ****************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in Mr. ******** area. Vivint appreciates Cushion 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/06/2023
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 a customer with ********************** for several years. After I moved a year ago I finally got around to calling about service at my new house. The delay in calling was my fault, but when I did call I was told they do not have technicians in my area to install the equipment I took with me plus a new piece of equipment. I was on the phone for an hour and a half today and there is still no appointment for service scheduled. I am paying monthly for the control panel that I have, but I cannot do anything with it. I cannot return it and cancel my service. I would like to cancel altogether and be done with this company.Business Response
Date: 07/12/2023
July 12, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20283557
Complainant: ***************
Vivint Account #: *******
Date of Agreement: June 27, 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 schedule a Smart Home Professional to complete the installation of equipment. ************ 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: 12/05/2023
Vivint does not have techs in my area to do a relocation of service. They said they would defer my payment until February or installation and I am still being charged.Business Response
Date: 12/11/2023
December 11, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20283557
Complainant: ***************
Vivint Account #: *******
Date of Agreement: June 27, 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 that the complaint was submitted in error. Vivint has a Smart Home Professional scheduled for January 3, ****, to install her equipment. ************ 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:07/06/2023
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 Security cameras installed at my old address *************************************************************** in 2019, they were charging $50 for the system and another $40 for the monitoring every month. I moved to *************** mid December 2022 and notified the company I was moving. In January, I contacted Vivint and told them I would need the system moved to the new house. They said it would cost $200 to remove from the old house and $200 to install in the new house. I told them I don't have $400 to move the equipment and I was never told that when they installed the cameras. They then offered to take take the cameras down for $99 and install at the new place for $99. I told them I will call back. Today 7/6/23, I called to ask about a credit on my account, because even though the cameras are now taken down and have been for months, I am still being billed $40 for the monitoring. When I called today, 5 times, i spoke to 6 different people, i was transferred around, hung up on, and still have no resolution. The last time I called I asked to have the service canceled, again I was hung up on. I find they were very unprofessional. I realize I signed a contract and have to pay off the cameras, but i would like to be credited the $40 I've been paying for the past 6 months, because the cameras are sitting in a box, not monitoring anything. .Business Response
Date: 07/12/2023
July 12, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20283295
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: September 27, 2019 PSA
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 apply three (3) months of free monitoring service and free installation of the system when **************** is ready. **************** 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: 07/12/2023
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: 12/04/2023
My son signed a contract with Vivint Home security. I paid for the system monitoring etc. In December 2022, i contacted Vivint to let them know, i was moving, and I was not going to need the monitoring of the property. the charge for monitoring is $50 a month. In July 2023 i noticed Vivint had charged me a monitoring fee of $50, for six months, even though they did not monitor the property, the cameras were off. When i called to see about getting this resolved, and getting a refund, I was transferred around, hung up on, and didn't get any resolution. I filed a complaint with BBB. a representative from Vivint contacted me, she said they will stop charging the monitoring fee, and to let her know directly when I want the cameras reinstalled. She refused to reimburse me the $50 they had taken out off my account for 6 months. I just noticed the other day, they started taking the $50 monitoring fee out of my account again, November and December. After being on the phone with Vivint for 2 hours, no resolution. I get an email from *************, the representative I talk to back in July. She said she offered back in July, to stop the monitoring fee for 3 months, and says i am not warranted a refund. I feel I should be refunded the money that was taken out of my account for a service that they are well aware, was not provided. this is poor business, I am not happy with this company. Thank you.Business Response
Date: 12/06/2023
December 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20283295
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: September 27, 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 cancelled the account related to **************** and has provided a refund of $200.00. **************** 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:07/06/2023
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.
The salesmen lied about their services and and installation policies to make the sale. They forced my girlfriend to add her card in order to install the equipment and they said they wouldnt charge that card but then they did, causing her credit score to plummet 50 points. This company could only be worse if that actively tortured puppies and kittens.Business Response
Date: 07/12/2023
July 12, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20282489
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: 6/3/23
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ************** states that the sales representative lied about the service and the installation policy. He claims that the sales representative forced his girlfriend (the account holder) to add her card to install the system. They were told that they would not charge the card but then they did. He claims that this caused her credit score to drop 50 points.
Vivint requires additional information in order to determine a resolution.
Vivints records indicate that *************************** signed a Purchase and Services Agreement (Agreement) on 6/3/23 with an initial term of sixty (60) months with a loan through Citizens Pay. Vivints records indicate that ************** chatted in regarding a charge to the wrong credit card. When asked who the charge was from, ************** stated that it was from Citizens, but the charge was traced to Vivint. It was explained that Vivint did not charge the card and that the correct card was on the account. ************** was advised to call Citizens to discuss the charge which is for the equipment purchased from Vivint.
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 ********** or Mr. ***************** contact Vivints representative directly if they have 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:07/06/2023
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 CANCLED this account after my 5 years was up and well after I sold my home. On 3/22/22 at 1:55 PM EST. I then sent the *** the same day and noticed *********************************************** When I log into my account, it says: Uh oh!The email used to login does not have access to My Account information.This email must be associated with an admin user on the panel (see here for more details).If you need further assistance, please click on the Chat with an Expert button in the bottom right of the screen.So I cant even get into this account, It would seem canceled. I had to call back in today and they would not honor the cancelation because I cant find a fax from 16 months later. I shouldnt have to keep a fax for years. I should be refunded. People should only WANT to be paid by people who are using the service and/or WANT the service. I want a 16 month refund.Business Response
Date: 07/12/2023
July 12, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20281324
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: March 16, 2017
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** via phone 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 Legal
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