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:12/14/2022
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.
Service Details:Name: ************************* Address: **************************************************************************************** Service Number: ******* On April I moved out of the house, however I requested a transfer of the service to the new owner, the transfer was accepted and I stopped having access to my account online. A couple weeks ago I noticed I was still being charged by this service. I called the company and requested a refund, explained that I did not receive the service and should not be charged, they claim that the transfer never happened and it is my responsibility to pay. I explained that the transfer did happen as I got cut out all the access to their services, if I access their portal it stated that I have no account associated with my profile. They said they were going to review and call me back in 3 days which did not happen and have not been contacted in 2 weeks. I'm requesting the full refund of what I paid to them since April (6 charges of ***** = ******) and to stop being charged going forward
Business Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18572032
Complainant: *************************
Vivint Account #: *******
Date of Agreement: September 19, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ***** to resolve his concerns. Mr. ***** may contact Vivints representative 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:12/13/2022
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.
Panel will not disarm.Business Response
Date: 12/20/2022
Tell us why here...
December 20, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18569506
Complainant: *******************
Vivint Account #:*******
Date of Agreement: 10/19/2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that his equipment is not working properly.
To assist **************, Vivint is willing to send a technician to his home at no cost. A representative has contacted ************** via email to schedule an appointment.
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:12/13/2022
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.
Credits not applied- ****** referral & ***** over billing. 25% discount on doorbell camera Billed for installation for a doorbell that doesnt work. Billed for three months service fees doorbell that doesnt work. *** called numerous times and they dont fix the billing which is not correct.Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18568668
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 15, 2020
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In his complaint, ************************ states that he has $200 and $75 credits that have not been applied. He also states that he has been billed for a doorbell camera that he was promised a 25% discount on. ************************ states the doorbell camera dies not work and he has been billed for 3 months of camera service fees for it while it doesnt work. ************************ desires a refund.
A Vivint representative has spoken with ************************ via email in efforts to resolve this matter. Vivint offers a $250 credit on the account of ************************ and a free technician to resolve the system issues. Vivints offer was denied by ************************ who stated he will contact the *** and FTC.
Vivints records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on August 15, 2020. Section 5 in the agreement states that Vivint does not warrant that the system will always detect or operate. Section 5 of the agreement also states that Vivint will provide repair or service to the system as soon as possible within normal business hours once notified. Records show that ************************ contacted Vivint on September 22, 2022 regarding a 25% discount to add a doorbell camera. Records indicate that the 25% discount was not applied. Records also show that November 3, 2022 ************************ contacted Vivint regarding a $200 referral credit that was not applied, it shows that ************************ was educated that the referral credit was for $50. ************************ provided a text message to Vivints representative showing he was offered a $200 referral. It has been requested that ************************ provide the account information of the person he referred to the account can be verified and the $200 credit can be applied in which he replied Vivints representative can get the information from the state and feds.
With the information above, Vivint has offered a $250 credit for the account and a technician free of charge to resolve the system issues. ************************ 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:12/13/2022
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.
The provider is saying I have to be on deployment orders for more than 6 months to cancel a contract. The **** mandates that I be able to cancel a contract for deployment orders of 90 days or more. VIVINTs policy directly goes against law. I am requesting this be changed or I will file legal action through the ********** of ********Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18568645
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: October 13, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he was told he must be on deployment for more than six (6) months for cancellation, **************** states that the **** mandates that he is able to cancel a contract for deployment orders of over ninety (90) days. **************** desires to be contacted by the business and cancellation of his agreement.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the account with no penalty or fees related to ****************. **************** will be required to ship back the equipment.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on October 13. 2022. Records show that the length of the agreement signed is listed as forty-two (42) months. Records also show that **************** was told on December 13, 2022 that Vivint is unable to review for cancellation of the account unless he had orders of six (6) months or more. **************** stated he has proof of six (6) month deployment orders but did not want to send them to Vivint with his personal information. Vivint is considered a luxury service. Records indicate that luxury services such as Vivint do not fall under the **** mandate.
With the listed information, Vivint offers cancellation without penalty upon return of the equipment. **************** 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:12/13/2022
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.
Date 12/2021 We sold our home and moved into an apartment and no longer needed the Vivint Smart Home. We signed a contract, but did not know if you move you are still responsible for the remaining of the contract. We were still paying them every month after we moved. We called and spoke to an agent and he was able to put the account on hold . Why should a company keep charging you for monitoring service when you are no longer living at the address. We are still paying for the equipment also. Please help me with this issue? I am stuck paying until ****. Something has to change. They are getting over. We did not know we where going to have to sale our home and move to an apartment. Every time I call, they keep telling me they are monitoring the alarm. There is no alarm there. The equipment is in storage so how are they monitoring it. They also told me, they have no way of knowing if we are there or not. I explained to her. I can email her a copy of our lease and our closing documents. We sold the home to Open Door.Business Response
Date: 12/19/2022
December 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18566575
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 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 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:12/13/2022
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 an account with vivint for a few years. In May, of this year, I had the account canceled, paid them off and everything and I said I was done. They called later offering 3 months free and I informed them that if I ended up with my account active and paying them, then I did not want it. The female associate assured me that I wouldn't be charged. 3 months later I have a charge from vivint and them calling me multiple times a day, every day. I told them I never wanted my account back but they are still asking for more money. As soon as I set something up, not 2 hours later, vivints collection **** was calling again. I just want the amount erased and my account canceled. No freaking discount, no bs less amount. I don't want to pay them anything as I never authorized reactivation the account at all.Business Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18566013
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 5/6/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she requested cancellation in May 2022,however, the account remained active. **************** requests cancellation of her account.
Vivints records indicate that Ms. ******* account was cancelled on December 16, 2022.**************** has no further obligation to Vivint. A representative from Vivint has contacted her via email in case she has any 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:12/13/2022
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 got the Vivint system for our new house this year 2022. The cameras haven't worked properly from day one. I've contacted vivint multiple times regarding the cameras not working properly as they "go offline" so often and don't record because of it. After having 4 different technicians come out and also buying the DVR that they promised would correct the camera issues and also record 30 days straight uninterrupted, they still were not working/recording throughout the day. December 7th I called Vivint again to cancel with them due to our home being unprotected for months now and already had 4 techs come out who couldn't get it working. I got transferred to the "white glove team" and within that team was transferred 3 times. Rebecca was the last person I spoke with from the advanced issues resolution team. She agreed with getting it canceled for me calling our home "unserviceable". As she went to proceed she noticed I had 4 techs come out and she stated to me I would have to have at least 5 techs come out for her to cancel and release us of our contract and financing. She stated if this final tech can't get it working then call back, she would leave detailed notes, and our contract and financing would get canceled. Friday December 9th 2022 the tech comes and adds more equipment, he leaves that evening and says he hopes it helps if it doesn't give support a call again. Within the first hour after he left the cameras were already cutting out again not recording so Monday December 12th 2022 I called back to let them know and to finish the cancelation as they promised me. After a 2 hour phone call again and transferred to 3 different people again they stated there was more they could try and wanted to sent a 6th technician out and refused to cancel as we were promised by Rebecca. We've had damage to our property and a package stolen from our front door just within this last month that not only one, but two cameras didn't record and left our home unprotected.Business Response
Date: 12/19/2022
December 19, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** **********
Vivint Account #: *******
Date of Agreement: May 14, 2022
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. Ms. ********** may contact Vivint’s 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: **** ***** *** ***** Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/20/2022
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, pending actions to be completed on their end.
Sincerely,
****** **********Customer Answer
Date: 04/17/2023
About April/May of 2022 we signed up with Vivint for home security. From day one our equipment didnt work properly. After months and months of calls and techs coming out to try to fix the problem nothing worked. Their last resort to us was adding a DVR equipment they said would fix all our problems, this was added in December 2022 to our equipment plan with citizens pay and still didnt fix our problem. After all final attempts Vivint finally cancelled our contract, picked up all equipment and paid citizens pay back for the equipment, all except $52.50 for some reason. We started getting daily calls from citizen pay claiming we still have a balance. I contacted ***************, from vivnt legal team who Ive worked with to get this all done to begin with. I have sent all proof that was asked of by them regarding this remaining balance they failed to pay in full and I have been ignored. Im tired of the harassment from citizens pay due to Vivint not paying the full balance to begin with. Im tired of being the middle man between the 2 companys with still no results. This is now effecting our credit, we get daily calls from citizen pay and all Vivint needs to do is finish paying citizens pay the $52.50 for their equipment that they already took back from me.Business Response
Date: 04/21/2023
April 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18564731
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: May 14, 2022
To Whom It May ***************** have reviewed the additional information provided by ************************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************************ to resolve her concerns. Vivints record indicates that a notification has been sent to Citizens Pay to close out the remaining balance of $52.50. ************************ 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:12/13/2022
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.
Ever since we switched to vivint we had had nothing but problems. I wish we would of never switched from our old company. Most of the time the app kicks you out without notification during that time the system is not recording or letting you know any notifications are happening at your house. I called several times about this issue and was told they are working on a update. Mind you every time it kicks you out you must re enter all your personal information again. The visibility is also horrible, I remember when the sales rep stopped by our house he showed up a video on his ipad of how our recordings will look. Well they lie, most of the time the system stay offline please reboot or loads forever before we can even look at whatever is going on at our house when we get a notification. When we press to talk on the camera it always kicks us out as well. I have asked to cancel but of course I get threats that I will go into collations if i don't pay for the equipment., I have explained that I would be more than happy to return all their equipment as long as I am not a customer anymore. Every month I am paying over $100 for a system I hate and will never recommend.Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18565338
Complainant: *******************
Vivint Account #: *******
Date of Agreement: May 5, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she has had nothing but problems since switching to Vivint. She states she has issues with the app kicking her out and not giving her notifications. As well as visibility and connection issues with the cameras. ************ states that she has requested cancellation but was told she will be sent to collections if she does not pay for the equipment. ************ desires a billing adjustment.
A Vivint representative has attempted to reach ************ via email in efforts to resolve this matter. Vivint offers to send a technician free of charge to resolve the system issues, and four (4) months of free service for the inconvenience.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on May 5, 2022. Records show ************ contacted Vivint to request cancellation of the account due to camera issues May 19, 2022. Records also indicate June 28, 2022 a technician was scheduled for connection issues with the panel. Records show that December 3, 2022 ************ contacted Vivint to let them know she was having issues with her app, where she was advised to wait on an update that was being released to resolve the issues.
With the information listed above, Vivint offers to send a technician free of charge and four (4) months of free service. ************ 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:12/12/2022
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 mother opened a Vivint Account in 2020. I was not home nor have I lived with her since I left for college in 2015. In mid 2020 I get a notice on my credit report saying that I opened an account. After calling Vivint they assured me that it was closed because I was not there when it was set up. Last week I get a letter saying I know owe collections $1200. I never consented to an account. I have never signed any documents nor received any documents, I do not have access to the account. I know nothing about it. At the time I was a 23y/o college grad living in an apartment. Why on earth would I purchase a several thousand dollar alarm system. So I am not sure why I am now placed in collections. I have called Vivint several times and have been hung up on, sent to voicemail and nothing very productive has come of it. Please, please help me resolve this issue. And its disappointing to that a company as large as Vivint scammed my elderly mother and took advantage of someone looking for security.Business Response
Date: 12/19/2022
December 19, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18564079
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 7/21/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** regarding her concerns.Vivint has closed the account with collections. ************** and her mother have no further obligation to Vivint and their credit will no longer be negatively affected.************** 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:12/12/2022
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.
On 5/3/21 Vivint came to the house and the representative ********************* stated that they wanted to put in a new alarm system through Vivint and would buy out what we had left on Alder. They never followed through on paying off Alder contract. They basically scammed us and we are paying for two alarm systems.Business Response
Date: 12/19/2022
December 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18563666
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 2, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that the sales representative never followed through on the promise of paying off their Alder contract. ****************** desires a refund.
A legal representative from Vivint has attempted to contact ****************** via email and phone. Vivints record indicates that the sales representative approved a buyout of up to $1000.00 to pay off *********************************** previous security system. Mr. ***** ****************** may contact Vivint with their final payoff documentation from Alder for up to $1000.00.
Vivint agrees to the above resolution. Mr. ***** ****************** may contact Vivints representative directly if they have 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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