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
- 8,403 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:06/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a security system installed in my home in 2016 - 2 years in they upgraded my system and now I have been paying roughly $90 month. In 2020 I moved out of my house and put my system on hold for a year , I moved in with my parents who already had an alarm service. I have been paying $90 a month for over 2 years now for equipment that has been in my ********** finally had a chance to cancel this service - I had to pay off $426 to Citizens One for the equipment. Then I called back to cancel the actual monitoring service that no one has done in over 3 years and now I was told that I have to pay over $1200 to cancel the contract. $426 was crazy enough - I was willing to return the equipment, but to be asked to pay another $1200 was ridiculous. I just want to have this service cancelled and not be billed for it.
Business Response
Date: 07/03/2023
July 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20249353
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: 6/7/16
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 Ms. ******* service and waived the contract buyout. **************** has no further obligation to Vivint and 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:06/28/2023
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 service with vivint smart home this is an alarm company , I dont have a contract with this company and on june 6 ******************************************************************************************************************* when I already had requested to cancle my service and they havent canceled my account ! I feel that the minute I requested to cancle my service they should of done so because i dont have a contract with them is different if i would of have a contract or i would of been under a contract but not being under a contract if I requested to cancle my service they should of done so and not continue billing meInitial Complaint
Date:06/27/2023
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 have a SmartHome system and since the beginning, we have had horrible customer service. I spent over 2 hours trying to get help. Only to be bounced from chat to the phone to being on hold to my call being disconnected. My driveway camera went offline. ************** asked me to unplug it. I can not unplug it because it is out of reach for me and my husband who is over 6 feet. He stood on a step stool and still could not reach it. They want me to pay a $99 fee to come out and unplug it. If we as the consumer needed to unplug the camera it needs to be in a place that is accessible to us. It is not. Upon getting this system we were never told that we would have to pay fees or do all the work to fix something that is not working. If this information was presented upfront we would've went with another company.Business Response
Date: 07/03/2023
July 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 16674282
Complainant: ***************************-Giles
Vivint Account #: *******
Date of Agreement: 1/18/22
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ******************-**********;states that her camera is not working correctly. She tried to troubleshoot but it was installed too high. When she asked that a tech fix it, she was told she would have to pay the tech fee. She states that the camera should never have been plugged in so high that her 6 foot tall husband could not reach it using a stool.
Vivint agrees to send a free technician to relocate the plug and fix the camera issue.
Vivints records indicate that ***************************** signed a Purchase and Services Agreement (Agreement) on 1/18/22 with an initial term of sixty (60) months that states that Vivint will, so long as Vivint is providing services pursuant to this Agreement, repair or replace any defective part of the System without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee for the package that you have selected, plus any applicable taxes. Vivints records indicate that ***************************** called Vivint on 6/27/23 because her camera was not working correctly. She did not complete the troubleshooting and requested a technician. When informed of the fee to schedule the technician, as per the Agreement, she declined.
A representative from Vivint has reached out to ******************-Giles in an effort to resolve this matter. Vivint has agreed to the above resolution and ***************************** may contact Vivints representative directly if she 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 LegalCustomer Answer
Date: 07/09/2023
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. However I need to contact information for ******* you are speaking of. You agents refuse to transfer me to a supervisor.
Sincerely,
**************************************Initial Complaint
Date:06/27/2023
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 was approached at my home by a "Vivent salesman". I was interested in a home security system as I just purchased this property. After discussion salesman called a manager who arrived at my home. Completely misrepresented (lied) about contractual details. Said there was "no financial contract, I would not pay an early opt out". Assisted me in filling out forms online until I saw a dollar amount and asked about it. Lied about the dollar amount represented. Spoke to a different "manager" on the salesman's phone. Was told after 2 years if I moved im liable for + - $2000. Predatory dealing. I feel sorry for the older people that *** be alone and scared at home. Hear these complete lies and sign the forms. Now said elderly person can't afford their diabetic medication because they owe Vivent thousands of dollars they never believed they would owe. Completely and throughout I was misinformed. As a former law enforcement officer I am appalled. Older people and undereducated will be abused and taken advantage of by this.Business Response
Date: 07/03/2023
7/3/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20246373
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 ************** area. Vivint appreciates Mr. ************* 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 LegalCustomer Answer
Date: 07/03/2023
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:06/27/2023
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 trying to cancel my account. The 1st time cost over $800 for fees, early cancellation and equipment. My account still wasn't cancelled. I called back spent over 90 minutes on the phone while they tried to up sell promotion after promotion. Then when I finally reached a person that could supposedly cancel my subscription. I was disconnected with no return call. Next call was the same way they route you thru customer relations, technical, and loyalty programs all trying to get you to keep your subscription. After 3 different people tell you that they have to get you to a different department you sit on hold. I have sat on hold again for over 60 minutes. They know that most people aren't going to wait forever, so they just hang up to try a different time. Basically they make it so you can't cancel and they can keep charging youBusiness Response
Date: 07/03/2023
July 3, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20246061
Complainant: *******************************
Vivint Account #: ******* & *******
Date of Agreement: August 24, 2018 & August 28, 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 both accounts ******* and ******* without any further penalties 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:06/27/2023
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 is the issue. When I was sold new equipment (i've had Vivint for many years -- I dont know the specific year, but probably around 2011). Anyways, someone came to my door offering new equipment a while back. I asked them specifically about how it works if you were to move. They told me that if I were to move that they would leave this equipment here, get me new equipment at NO COST TO ME and NO NEW CONTRACT!!!! Now, ** told that if I leave my stuff here, that I need to pay it off as well as take out a loan for new equipment (as the current buyers do not want the service), or I could take the equipment with me -- which then means I have to replace that stuff with new stuff here at the house that im selling -- the thermostat, the door, etc. I dont even know how you would actually replace the door stuff as they are put into the side of the frame of the doors. And if I just want to cancel and be done - I have to pay off the equipment PLUS an addition $684 just to cancel. (half of what I would pay if I continued monthly payments until the end of the contract). I currently have been paying $60/month for years for this service -- which I feel is actually overpaying compared to other services at this time. After this interaction with people who hardly speak English, I am just done. I want to cancel without fees. They offered me to waive the move fee, ($300 savings), but only if I signed an additional 2 year contract. They also offered me $15 discount a month, which still leaves me paying $47/month. And this was only good for one year -- they say it would be good every year if I called back, but I cannot trust that at this point.Business Response
Date: 06/30/2023
June 30, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20245925
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 23, 2014 (Renewal May 23, 2020)
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 the two following options: 1) schedule a moved uninstall/install at no cost and lower the monthly monitoring service fee to $37.27 for the remainder of the monitoring service agreement {or} 2) cancel the remainder of the monitoring service agreement, however, ************** would remain responsible for the balance remaining on the equipment loan with Citizens. ************** will reach out to Vivints representative with her decision. ************* may contact Vivints representative directly if HE/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: 06/30/2023
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. I am writing them with my choice of response--i will continue services with $25 off monthly until the end of the contract and no move fees.
Sincerely,
***************************Initial Complaint
Date:06/27/2023
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.
****** ran my credit against my authorization resulting in a hard inquiry. They assured me that it was a soft hit. They did it blatantly disregarding in insistence that I was not going to allow a hard inquiry as I was in the process of doing other business and I protect my stellar credit. All of this is reviewable on the recorded line. I have been working with ************* to get it REMOVED from my credit. I cancelled my install with Vivant immediately upon learning of this debacle and never had an install or anything which they said my complete satisfaction was guaranteed for 3 days after install. These people are liars and tried to blame ************* when it was Vivant that clearly lied about the credit process. Be warned they not honest and will say anything to get your business.Business Response
Date: 07/03/2023
Tell us why here...7/3/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20245402
Complainant: *************************
Account #: *******
Date of Agreement: 11/4/2016
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivints records shows that a hard credit check *** have been run from Citizens using information provided by ************** and with his authorization. Vivint is unable to remove a credit check run by a third party.
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:06/27/2023
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 sought service via recommendation back in 2019-2020 for home security and have been a great paying customer. I made a deposit/down payment and current pay approximately $40-$47 a month. I must move out of my current residence ************************************************ and return to ******* with my mother which the home that she lives in does not need the home security system, one is already there through ADT. I called a month ago to try and resolve this, and advised them of my plan to move and got nowhere, just more excuses and hung up on. I couldnt speak to upper leadership, when requested, I was only given excuses and placed on extensive hold, with no resolution. I called Vivint security on today 27th, June 2023 in reference to canceling the service #S-7187473, and request to pick up the equipment @ ********************** and ************ to cancel my account for this reason. I was told it would be $149.00 to take the equipment and $149.00 to reinstall it at the new place. I reemphasized there is no new place to install the equipment, I just want to cancel the service. I was transferred and transferred until they hung up. I called back and got the same treatment, and then was told by ***** to pay the account in full, nothing else. I asked for the contract, then the call was disconnected. Please advise what else can be done to Cancel these services. Sincerely DeJameysonBusiness Response
Date: 06/30/2023
June 30, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20245151
Complainant: DeJameyson Green
Vivint Account #: *******
Date of Agreement: August 26, 2019
To Whom It May ***************** have reviewed the information provided by Mr. **************** and appreciate the opportunity to respond.
In his complaint, ************** explains that he must move out of his current residence to live with his mother in ******* and has no place to transfer his services to. He further explains that he called Vivint to cancel and return his equipment with no resolution. ************** desires to set up an appointment to remove his equipment and cancel his contract.
In an effort to assist, Vivint agrees to cancel Mr. ****** Agreement however, he is still responsible for his equipment loan.
Vivints records show that ************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $44.99, and total equipment fee of $985.58.10 that was financed through Citizens, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining months on his contract. ************** has no further obligations to Vivint however, he is still responsible for the cost of his equipment as it cannot be returned.
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:06/27/2023
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 contract ended. I canceled my account. I am done with the company. The cameras and doorbell constantly had problems for five years. I was paying for the equipment for five years and when something was wrong they said I needed to upgrade my equipment for more money. Now they keep calling and saying I owe $56 and still have an account. They put you on hold with a scratchy horrible recording of music. I hang up after 5 minutes. Now, today, I told him I would wait 1 minute on hold then hang up. I told him they can call me, I will not wait on hold.Business Response
Date: 06/30/2023
June 30, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20244303 Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 14, 2018
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 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 LegalInitial Complaint
Date:06/27/2023
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 Vivint customer since 2017. I am billed monthly by Vivint for two home security monitoring services located in Virginia. Over the past two years. Vivint's customer service has been very poor e.g., long wait times, technicians not showing up for scheduled appointments, and software issues with equipment. Recently, Vivint scheduled an appointment with me to replace a broken doorbell camera. The technician never called or showed up. I contacted Vivint several times to check the technician's status each time I was told that someone would come even after the 4 hour timeframe of the appointment had passed. I made my last call at 10 pm to customer service, they informed me that I would be contacted the next day to reschedule a time to have the camera installed because a technician was never actually assigned to my appointment. I informed them that I was not satisfied and if they could not install the doorbell camera the following day then I was cancelling my security services with them. I was never contacted to reschedule the appointment. Since, I have tried twice to cancel my service with Vivint. The first call, the customer representative repeatedly extended offers for free equipment and reduced fees to convince me not to cancel, I declined and requested that they cancel my service. I was put on hold for over 20 mins and eventually the call was disconnected by Vivint. The second call, the rep made more offers which I declined. After *************************************************************************************************** on hold so another representative could finish the process and send me an email confirming my cancellation. I continued to hold for another 40 mins. At that time I ended the call as I had been on the phone with them for over an hour and 20 mins. Vivint has not sent an email confirming my cancellation. However, my credit card company has closed the account to which I was being billed.Business Response
Date: 07/06/2023
July 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20243554
Complainant: *********************** **************;
Vivint Account #: *******
Date of Agreement: 8/2/17
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 service without penaly. ********************** has no further obligation and 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 Legal
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