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.
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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:06/27/2023
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.
May 5, I signed up for Vivint. Vivint is absolutely the worst alarm system company ever with unfair and deceptive business practices. The salesman promised free equipment and free installation. I later found out that their deceptive business practices opened a line of credit in my name with ************* without his consent. I was told the equipment was free.The cameras always are falling offline and I have reliable Fiber internet. The sensors also often are problematic and have to be bypassed. All the equipment that was promised was not installed. Vivint customer service hotlines are also riddled with problems. Its either long waits or dropped phone calls.The system can only be heard at the keypad. Therefore, the doorbell is no longer heard upstairs in my home nor is it heard beyond the Vivint keypad. Vivint does not even offer an extender for their doorbell. Therefore, if you are upstairs you dont hear your door bell or know that you have visitors. When the power goes out, so does this alarm system. There is no backup coverage. The system is over priced for what you receive. Save your time and money.
Business Response
Date: 07/03/2023
July 3, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20243500
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 4, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that the sales representative promised free equipment and free installation. He states he later found that a line of credit was opened in his name with ************** ************** states he has also had equipment issues with cameras and sensors. Not all the equipment promised was installed. He states he also can no longer hear his doorbell upstairs, and Vivint does not offer a chime extender. ************** desires a refund.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has provided a downgrade of the installed equipment and has refunded the equipment line of credit for the equipment that was removed.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on May 4, 2023. June 27, 2023 ************** notified Vivint that he never agreed to the line of credit with ************** He requested to downgrade the equipment and a refund of the uninstalled equipment. June 28, 2023 ************** requested a refund and an explanation of charges. June 29, 2023 a refund of $428.17 was sent to the line of credit for the uninstalled equipment.
With the provided information Vivint has provided a downgrade to the equipment and a refund to the line of credit. ************** 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: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.
Yesterday evening (6/26/23) at 8:45 PMCT, I received a knock on my front door. This was very odd, as it is fairly late in the evening , we weren't expecting anyone, and our door has a clear no soliciting" sign. When I opened it, a sales person from Vivint was there trying to get me to switch from my current company to Vivint. I made it clear numerous times I was uninterested but he kept persisting, and was chose to disregard my clear discomfort with him. At one point, he even asked to enter the premises of which I immediately said no. After about 5 minutes, I told him I wanted to end the conversation and closed the door. I went online and this seems to be a repeated tactic by this company; it is highly inappropriate and vert alarming. His presence was extremely threatening and made me feel very unsafe in my home. This needs to be addressed by the company as they need to ensure that they will not continue with this aggressive and disrespectful marketing tactic.Business Response
Date: 07/03/2023
July 3, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20242601
********************************************************************************* Vivint Account #: ********
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by Mr. ** and appreciate the opportunity to respond.
In his complaint, Mr. ** states that a Vivint sales representative knocked at his door at 8:45 pm. Mr. ** states that he clearly disregarded the No Soliciting sign that was posted. Mr. ** states that he asked the sales representative several times to leave, which was ignored, and he finally had to close his door. Mr. ** desires no further contact from Vivint.
A Vivint representative has attempted to reach out to Mr. ** regarding this matter via email. Vivint has requested ********** address so it can be placed on Vivints Do Not Solicit list so no further contact is made.
To resolve this matter, Vivint agrees to the resolution as stated above. Mr. ** 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 LegalInitial Complaint
Date:06/26/2023
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.
Date of transaction: June 11/2023 Amount paid to business: Outside lender ************ has paid Vivint Smart Home ******* for equipment in which we will pay to ************ and starting July 11, 2023 a monthly service charge is to begin to Vivint for monitoring service.What Business committed to provide: Complete payoff of previous system contract, which in our case is ADT. A system that was comparable in equipment with additional features and monitoring. Nature of dispute: Vivint offered a 3 day trial period if not satisfied with system by 06/14/2023@ midnight. Contract could be cancelled and vivint would schedule to remove their system and re install my original ADT system in full functioning order as it was. When installer left on 06/11/2023 he didnt complete the work and had to come back on Monday June 12th. Sales representative stated he put in extension of 3 day trial to 15th of June due to no completion of installed system. . When tech left on Monday system was still missing equipment and not functioning to what business commited to giving us. June 14th representative called saying that Vivint could only cover ****.oo of my system contract and I would have to pay 800. 00 additional. I told him I do not agree with that since it was not told to me that if there was additional cost I would have to pay, plus the system still didnt work properly. He stated he would submit the cancellation. I have text messages showing he stated it was handled and that I no longer needed to contact anyone. That Vivint would call to schedule removal. June 26th they say I am not cancelled due to late notification. I have text message of all communications.Vivint has made no way to resolve or fix the broken system other than to say they would take 5 dollars off my bill. I said I have no bill because I have no contract. They still have not sent any money to pay off my other system, if they continue to say I have a valid contract.Account number *********.Business Response
Date: 06/29/2023
June 29, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20240755
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 11, 2023
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 remove the equipment. Vivint has already cancelled the monitoring service agreement and refunded the equipment line of credit with Citizens. ************** requested to have Vivints Smart Home Professional reinstall his ADT equipment,however, due to liability issues Vivints Smart Home Professional is unable to do so. ************** was provided with a credit/refund of $150.00 to go towards the reinstallation fees. Should the installation fee be more than the $150.00,Vivint agrees to provide a refund to cover the difference upon proof of the charges. ************** will be working with Vivints representative to reschedule the equipment removal. ************** 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: 07/05/2023
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:06/26/2023
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.
see Attached documentBusiness Response
Date: 06/30/2023
June 30, 2023
/
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20239486
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: 7/25/17
To Whom It May *********************** have reviewed the information provided by Ms. ********************* 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 lower her monthly bill and keep her month to month and not under a contract. ************** 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:06/26/2023
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.
A sales rep came to my house and I was told that I would get a 30 day trial, otherwise I would not have agreed. When I tried to cancel within 30 days, I was told that I was only given three days. They said they would reach out to ******* to confirm. ******* then lied to customer service. My fianc and I both called the sales rep about getting the cancellation. Both calls he said he would take care of this for us, then he blocks our numbers and tells customer service not to cancel. I then found out that they took out a $2000 line of credit which I was not informed or asked for permission. Vivint will not cancel this credit unless we pay over $5000 for their system. If I do not pay them, they said they will send me to collections. I want my account and the credit line to be cancelled before my credit is negatively affected.Business Response
Date: 07/03/2023
June 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20239443
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 5/30/23
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 Ms. ******** service and loan upon the removal of the equipment from her home. ****************** 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:06/26/2023
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've been having major issues with my security system. Everytime I call in to fix the issue it's unresolved. My playback on my DVR is missing video. My video detects someone lingering yet it shows no one on my video play back. Someone is intentionally messing with my system or someone has hacked into my system. Either way, this needs to be fixed immediately. It's been over a week and nothing has been resolved. Can someone from the legal department reach out so this can be resolved.Business Response
Date: 06/29/2023
June 29, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20238752
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: January 24, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that the issues with her DVR missing playback remains unresolved. ************** states that her camera detects someone lingering, yet no one shows on the playback. She states that she feels someone is messing with her system or has hacked her system. ************** desires to be contacted by Vivint.
A Vivint representative has attempted to contact ************** via phone and email in efforts to resolve this matter. Vivint offers to send a technician to resolve any system issues ************** is having currently.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on January 24, 2022. Records show on June 5, 2023 ************** reported a break in and noted that the cameras did not record anything. A technician was scheduled, and a free month of service was provided. June 7, 2023 Vivints **************** attempted to contact ************** to resolve the matter of the playback. Notes show ************** never responded to the contact attempt. June 12, 2023 ************** reported that she was having connectivity issues with the app, no internet was connected to the system. June 26, 2023 ************** notified Vivint that she felt the system is being hacked. After a system inspection on the back end everything looked normal.
With the information listed Vivint offers a technician free of charge to resolve this matter. ************** 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:06/26/2023
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 spoke to a representative and agreed to receive equipment with I paid 148 dollars for because I was self installing. I received the equipment and was unable to connect to the panel and after speaking to many representatives, I determined that I could not be helped and so they sent me a return label and I returned the equipment but when I ask where my refund is I keep being told some information about Installation which I never had done. I simply want my money back because I sent the equipment back as they told me to do.Business Response
Date: 06/29/2023
June 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20236152 Complainant: *********************************
Vivint Account #: *******
Date of Agreement: June 8, 2023
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 LegalInitial Complaint
Date:06/25/2023
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 am writing to file a complaint on the Vivint Sales **** ********************** out of **********, *****. ****************, whom has been soliciting/trespassing in the Ventana subdivision of ********/********** for the past few weeks, caused major concerns and trespassing at my home yesterday, 6/24/23. Only speaking for my family, even though at least a dozen other families in our neighborhood have shared freely their issues with him, but someone needs to ensure he and any others are unable to conduct cold, D2D sales in any neighborhood. At 9:30pm last night, ****************, unsolicited, knocked on our door and rang the door ****, waking our daughter up. I went outside and tried to talk to him and explain how he has no principles nor respect for a sign clearly posted on a door. While asking to get off the property and the neighborhood, his response was make me. This is not how I wish my family or any other family to be treated. A younger me would have responded much differently. If he is around my home or area again I will be filing a trespassing order with FWPD. I do hope your company will look into this matter and ensure he and other reps have standards to abide by.Business Response
Date: 06/29/2023
June 29, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20234593
Complainant: *********************
Vivint Account #: *******
Date of Agreement: November 19, 2016
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that a Vivint sales representative has been soliciting/trespassing in the Ventana subdivision of ********, ********** ** for the past few weeks causing major concerns. Mr. ***** states that the sales representative is very rude. ************** desires to be contacted by Vivint to have the solicitation/trespassing stop.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, ********************** has placed Mr. ****** address on its Do Not Solicit list. This way no further contact will be made by Vivints sales representatives.
To resolve this matter, Vivint agrees to the resolution 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 LegalInitial Complaint
Date:06/25/2023
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.
On June 24 @ 10pm, Vivint solicitors knocked on my door to sell me services. There are laws/limits to the times you are allowed to solicit (door knock). This was not only a danger to the residents of the home, but also to the sales people involved. Vivint needs to make sure their aggressive sales teams are aware that there is an end to the time that solicitation can happen. I would also like to be put on a "do not solicit" list going forward as I will never be willing to use the services of a company that choses to harass homeowners for the sake of sales revenue (it is harassment after hours).Business Response
Date: 06/29/2023
June 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20233329
Complainant: ***************************
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May ***************** have reviewed the information provided by Mr. *************************** and appreciate the opportunity to respond.
In his complaint, **************** explains that on June 24 at 10 p.m., Vivints solicitors knocked on his door to sell him services. He further explains that he would like to be put on a do not solicit list going forward **************** desires to be contacted by the business.
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 ****************** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
In addition, ****************** request has been reported to the appropriate management, and Vivint will remove the given information from any solicitation list.
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: 06/29/2023
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:06/25/2023
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.
Date of Transaction: April 2019- Present Recent Communication: June 24, 2023 When I signed up for a security system with Vivint in April of 2019 I was told there would be no contract term. My equipment for the system was financed through Fortiva who they work with. I was told the only obligation if I cancelled was I had to have all the equipment paid off in order to cancel. They also told me the payment would be interest free and it was not. I paid off the full balance of the equipment around two months ago and have been looking into other options to cancel. I just wrote into Vivint customer chat and they told me I apparently am in a five year contract until April 20, **** that I had zero knowledge of at any point and never agreed to. I was never provided a copy of any agreement at any point and it is no where on my online account under the contracts section. I have had many issues over the years and they continue to lie to me. They did have me sign, but said it was for install, never a word about a contract term. Mainly I want out of the contract I never agreed to. I would like my money back as the equipment will be useless once I cancel and I will have to repurchase all new equipment, but really I just want out of my contract once and for all.Account: *********Business Response
Date: 06/30/2023
June 30, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20233323
Complainant: *******************************;
Vivint Account #: *******
Date of Agreement: 6/24/23
To Whom It May *********************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that his equipment loan has been paid off. He called to cancel and was told that he was under contract for 5 years but was not provided with a copy of the agreement.
Vivint agrees to cancel Mr. ******** service
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 6/24/23 with an initial term of sixty (60) months. Vivints records indicate that ****************** called with account question on 6/24/23 and was given cancellation information. Vivints records indicate that ****************** called on 6/30/20 verbal confirmation of his loan payoff was given and the contract buyout was waived.
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 Legal
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