Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,431 total complaints in the last 3 years.
- 2,983 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:12/23/2022
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.
Nov 9 I called Vivint Home security to have my current system maintenance. Found out it was out dated and unable to service. Hen ****** of vivint convinced me to upgrade for 30 months at $75 per month. I agreed as I have been a customer for 4 years. We scheduled upgrade and took place approx Nov 14. Then on December 14, 2022 Vivint withdrew $2040.00 with out notice or consent. Now they want me to down grade back to old equipment that the vivint tech took with him to recycle. They have gave me the run around since December 14. On December 21, customer loyalty rep ***** said if I paid off my old in house loan for $174.00 then this would qualify me for a new in house loan since 2 loans are not allowed. So on top of the $2040 they withdrew I did authorize $174.00 to pay off old loan. It was also confirmed that the original mistake was with upgrades **************** didn't do his part to verify my loan situation with his loyalty team Now I am being denied a Rik loan by vivint when Dec 21, 2022 ***** said it was approved by his loyalty team once my old loan was paid off. My ************ are to return equipment or pay a 5 month loan that is not affordable and I would have never agreed to the upgraded system had I known any of this. Now I will have no equipment because my old equipment was taken by Vivint tech to recycle and now I am scammed by vivint. I paid 4 years on equipment I don't have to reinstall nor would that be a good resolution as they said equipment was no longer being serviced! I have spent hours in the phone and requested they pull my call from Nov 9 2022 to verify **************** is in error. Nobody wants to investigate and now I will have to pay the consequences of vivint making a error!
Business Response
Date: 12/28/2022
December 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18633338
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: April 14, 2022
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 her concerns. **************** 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:12/22/2022
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 my alarm system installed 12/3/22 it has not worked properly since the 3-day cancellation period. It continues to automatically unlock my home while I am away and won't let me lock the door through the app. I do not get all alerts and some of the activity freezes in the app, OR gives an error message, or has a black screen. There is a 20-minute delay on any activity I can see which at that time the activity is over and the person is gone. When I called I was transferred to three different departments was told they'll see if they can fit me in for a technician to come out, said I can buyout the equipment to cancel, or pay a $49 technician fee for equipment that has never worked. They won't refund my money and are leaving my home and family at risk for danger. When I initially to inquire to inquire as a new customer, I made them aware that I have been receiving several threats from Neighbors and lived in a dangerous neighborhood which is why I was purchasing the equipment, that is not protecting me and my family. After all this they hung up on me and I still don't have working equipment. I want a refund and to not reported to the credit bureaus.Business Response
Date: 12/28/2022
December 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: December 3, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******* and a resolution has been agreed upon. At this time, Vivint has set up a technician free of charge to resolve the system issues. If the system issues are not resolved Vivint will continue to work with Ms. ******* to come to a resolution regarding these issues. Ms. ******* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/22/2022
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 purchased an additional camera from Vivint for our existing security system with them in August/September 2022. We have a line of credit with them and the purchase was supposed to go on that. Instead, Vivint charged my wife's debit card for the full $546.23. We call a few days later and told them about the error. Vivint then charged our line of credit and refunded the money to the debit card. However, Vivint then recharged my wife's debit card again for the $546.23. They charged her card a total of three times and only refunded it twice. We canceled the debit card on 9/24/22. Vivint then stated they refunded the final $546.23 on 9/26/22 to the same card we canceled on 9/24/22. We have provided proof to Vivint and my wife's bank multiple times that we do not have the refund. Vivint promised us multiple times to call us back and they have yet to do so. We have called them multiple times regarding this issue and they refuse to help us. My wife's bank hand's are tied at this time as they helped us all they can according to their policy. We are still missing a final refund of $546.23 from Vivint AND they charged our line of credit. So in reality they charged us twice for this one camera we purchased.Business Response
Date: 12/29/2022
December 29, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18630618
Complainant: ******* ******
Vivint Account #:*******
Date of Agreement: 4/23/2022
To Whom It May ***************** have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** explains that he is owed a refund of $546.23.
Vivints records indicate that a refund of $546.23 was issued on September 26, 2022. A representative from Vivint has contacted Mr. ****** via email and requested a copy of his bank statements from September to October of 2022. After Mr. ****** provides this documentation, Vivint can further review the situation.
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:12/22/2022
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.
Please see attached email chain. We took over this account in July and nothing but issues with non-working equipment, billing and customer service. In response to the email, I was told to fill out a request and our account would be closed with no early cancelation fee. I fulfilled this request on Nov 22, 2022. Today, Dec 22, 2022 I received an email from Vivant stating our account cancellation was unsuccessful and our records show we are still being charged. At this point, we are requesting a FULL refund from July 1st, 2022-current and a confrimation of cancelation of account. We have been paying for a service that has not been protecting our assets and no help from Vivant to resolve the issues. We have moved on with another security company.Business Response
Date: 12/28/2022
December 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18628374
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: July 1, 2022
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 her concerns.
Vivint agrees to cancel Ms. ******* account and issue a refund of all payment taken after November 24, 2022, when her notice of cancellation was received. **************** would receive her refund to her credit card ending in ****. **************** may contact Vivints representative 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:12/22/2022
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 entered into a contract with VIVINT in August 2019 - it runs through ****. This includes monitoring and equipment. At the time of contract, we were told we'd receive monitoring for police at break-in (via installed sensors) and fire. We also received a doorbell that can record. And thermostat. Within a year the thermostat had so many issues that they refunded the cost. And installed a wifi extender for the doorbell. We've continuously had issues with recording of the doorbell. But finally had the final straw when someone walked to our door and stole a package with no activity or recording picked up. We called for service to spend almost 2 hours on the line updating and rebooting our system and settings. During the call we realized we had a smoke alarm go off that day and monitoring didn't call. The rep tells us that we've never been monitored - I am SHOCKED. The rep said there was nothing else he could do. I called back the next day asking about cancellation and a loyalty advisor said they could send a tech. The next day a tech arrived (did all of the things we had done the night before and said it works). Same day we can account for two instances that the bell did not detect so we called back to cancel. We don't have consistent service and we've been mislead for 4 years about the fire monitoring but they want to charge me almost $1,000 to cancel. Not to mention they don't even try to make it right. They have no care or respect for their clients time, money or peace of mind. I have asked for a supervisor numerous times in the last days with NO resolve.Business Response
Date: 12/27/2022
December 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17607749
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: August 19, 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 cancellation of the remaining monitoring contract and its associated fees. **************** will remain responsible for the ************ off of the remaining line of credit and to provide Vivint with a confirmation of payoff. **************** 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:12/22/2022
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 failed to mention the 5 years that lock you in. Their charges were more than initial quoted. They sent you the replacement parts to fix broken equipment yourself not a technician unless you keep complaining.Business Response
Date: 12/28/2022
December 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18627028
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 22, 2022
To Whom It May ***************** have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
In his complaint, **************** explains that Vivint failed to mention he was in a 5-year contract, and he was charged more than the initial quote. He further explains that he was sent part to fix his system himself not a technician. **************** desires a refund.
At this time, Vivint agrees to waive Mr. ******* past due balance of $28.33.
Vivints records show that **************** and ******************************* signed a Purchase and Services Agreement upon installation of their Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $1,960.10, plus applicable taxes, during that term.
A notice of cancellation was received on November 9, 2022, and the account was cancelled on December 9, 2022. Vivint agrees to the above resolution, Mr. ***** **************** have no further obligations to Vivint, and no refund is warranted.
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:12/22/2022
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.
Equipment was paid off over a year ago account was supposed to be closed in *******. House was sold Sept 2020. Vivint keeps giving run around asking for more money. Everyone I speak to is clueless and says they'll resolve. Now Vivint is saying account is almost 90 days overdue. Want this bs resolved immediately so it doesn't affect credit.Business Response
Date: 12/28/2022
December 28, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18626393
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 8/1/2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she previously requested cancellation of the account, however, it has remained active. **************** requests cancellation of the account.
To assist ****************, Vivint has cancelled her account.
However,it should be noted that ****************** account was not cancelled because the takeover process with the new homeowners was not completed. As such, the account remained active. Despite this information, Vivint agrees to the resolution above.**************** 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 LegalInitial Complaint
Date:12/21/2022
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 our contract to the owners of the house at **** ******************, ******************** . This was suppose to stop our payments. Vivint is still trying to bill **.Business Response
Date: 12/27/2022
December 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18626073
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 17, 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 monitoring contract and its associated fees without penalty. ************ may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/21/2022
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 were satisfied with the service until October 2020 when when we started getting bad alarms . When we talked to them the said system was out dated. They sent someone to replace a part but did not have the correct batteries so he would return at a later date. He never did. February 2020 we called and canceled but the continued to auto braft the charges. I called again. They told me my wife would have to fill out a form that they would send her so we waited. This was my falt because I had forgotten about it. Icalled them again a few months later and they sent the forms by email. She filled them out and submitted them so I called them and let them know in July 2022. They said they would probably charge us that month but would return the payment after the paperwork. The continued to withdraw the money until I put a stop payment at bank in October 2020. Now the are calling 3 times a day say we owe them past dues. We have paid for 18 months after canceling $53 a month. When We have talk to them number of times they will not cancel . All they say is send a copy of the cancelation. When she filled it out all it says is cancelation sent. so I don't know what else to do.I have payed a lot of money for no service in 2 years. Thank you for any help.the phone number they call me on is ###-###-####Business Response
Date: 12/28/2022
December 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: June 21, 2012
To Whom It May Concern:
I have reviewed the information provided by Ms. **** ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** explains that they contacted Vivint to cancel her account and was told to fill out a cancellation form. She further explains that the form was filled out, but they were still being charged and had to put a stop payment at the bank. Ms. ****** further explains that they are now being contacted about a past due balance.
At this time, Vivint agrees to cancel Ms. ******’s Agreement and has waived her past due balance of $167.15.
Vivint’s records show that Ms. ****** contacted Vivint to cancel her account on August 24, 2022, and was instructed to send a notice of cancellation. A notice of cancellation was not received, however, Vivint will accept this complaint as Ms. ******’s notice of cancellation.
Vivint agrees to the above resolution, Ms. ****** has no further obligations to Vivint.
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:12/21/2022
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 fiance purchased Vivint'cameras and security system after a failed attempt at using ADT blue. The salesman lied to us and told us that the system and cameras would undoubtedly work without issue because they run off a cellular signal. We found out months after it was installed that that was a lie. Approximately a month after the product was installed our cameras went offline and we had to place several phone calls with either no help or no one answering their phone lines. Multiple attempts were made to follow the mobile and system instructions for how to fix the issue with no luck. When we finally got help, we were told we would need to speak with a specialist who would contact us within 48 hours. We never were contacted by said specialist. We called again, multiple times and eventually we were told we needed to have a service crew come out because it was discovered that the air bridge was never installed like it was initially supposed to have been (it was also part of the $4,000 in financed equipment). As a courtesy we were told we weren't going to be charged a fee as a courtesy despite it being the company's fault. Furthermore, we were told we had to wait 48 hours to schedule service. Again, no one contacted us so we had to contact them again. The crew came out and fixed the system and it worked for about 2 days before crashing. We since have had no luck getting in contact with anyone to fix it. Also, the company financed the equipment though myself and not my fiance. I never authorized this either. Overall we are not happy that we were lied to, scammed for our money and we are not getting the services we paid for. We want them to come take their equipment back and issue a refund for all payments that they have collected.Business Response
Date: 12/27/2022
December 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18624508
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 26, 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 remove the Vivint equipment. Upon removal of the equipment Vivint will cancel the remaining monitoring ******************* line of credit and their associated fees without penalty. ****************** 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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