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:12/12/2022
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.
The end of April or early May a sale rep come to my home to sale me a Vivint security system. I was told that I wouldnt have to pay for the installation and the activation, which wasnt true. I called Vivint with the false info I was giving for the sale, they did nothing. Since I got this system installed it hasnt worked properly. Ive been having the same problems since the first week of install. They keep sending techs to my home to fix the problem which the problem is that it doesnt stay connected to the internet from the control panel. I been calling them for this problem since week 1 of installation. For the last 3 service calls speaking to a supervisor they keep saying if it doesnt work this time we can pick it up. I just recently had a tech come out for the same problem again on 12/7/22, it will worked for 1 day. So , here we go again calling to let them know that its not working. This Supervisor said I can send a tech back out to see if we can resolve the problem. I told her thats not going to work, *** had about 5 or 6 tech to fix the same problem I been having since its been install, I need yall to come pick it up. The supervisor told me we can cancel the service but you will still have to pay for the system for 52 weeks. That make no sense , the system doesnt work for me and it hasnt work since I got but only for a month counting all the days its been down. One of the tech advised me that its not working because there are no fiber optic in this area. So, if you know its not going to work in my area why strong arm me to pay for the something that not working. I need this company to do the right thing. Its unreal!!! They really have poor business practices.
Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18563048
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: April 23, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was told by the sales representative that she would not have to pay for installation or activation, which she states was not true. ************** states that the system has not worked properly since installation. She states that technicians have been to her home, but the issues have only been temporarily resolved. ************** desires to be contacted by the business.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers the removal of the installed Vivint equipment, cancellation of the remaining monitoring contract and equipment line of credit and their associated fees with no penalties to **************. ************************* the contract signer of the account will need to contact Vivints representative **************************************** to confirm the cancellation of the account and provide a Notice of Cancellation.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on April 23, 2022. In section 5 of the agreement it states that Vivint does not warrant that the system will always detect or operate. Also in section 5 it states that Vivint will provide service / repair of the system as soon as possible within normal business hours once an issue has been reported. Records show that after several attempts to repair the system July 21, 2022 ************** reported the system still not working and was told that if the problem persists after another technician the account could be cancelled without penalty.
With the above information Vivint offers removal of the equipment and cancellation without penalty. ************** 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:12/11/2022
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.
May 18 2022, I was under the impression that I was going to be paying vivint directly NOT APPLY FOR A LOAN. My credit dropped 60 points. I would have used a CC, he said no interest and a soft check, sounded fine. Then a hard check and a loan pops up on my credit report. I called Vivint, they said they couldn't do anything. Allso, the total cost was higher then what we agreed to, I was told I'd be able to see all the Cameras with one monitor even though we have a few monitors. I specifically asked a few times and he said that yes I can. Turns out only on the phone I can do that. My credit was in the high 70s, I worked hard for that. What needs to be done to reverse this? My mom lives in the casita, she had issues with the price as well. I'm more upset about the loan then the price. You don't just ********** without be very clear about it. It all happened kind of fast kind of a feel. Like.. what? Very good tech, experienced and knowledgeable. Too good and knowledgeable for these things to be accidents, or misunderstandings on my part. These guys work on commission so they have to be good, I can dig it, that's why the price thing was whatever. But there is no way I'd take out a loan for a few grand. I wanted to buy a Razor for the desert, that's when I noticed the credit drop.Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18557929
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: April 21, 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 his concerns. ************** 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:12/10/2022
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 used to be a Vivint customer. My wife and I had ********************** home ********************** on 2 homes in the ***********. area. We had one on our home in **************** and other system on my mother-in-law's home in ********** **. We had the system canceled on my mother-in-law's home 5 years ago in ********** when she moved in with us in the ***** home due to health reasons. We then sold our home in ***** over a year ago to move to southern Ca. The new owners did not want the Vivint system. The new 55+ community We moved to would not allow a security system in our new residence. We had to cancel service with Vivint. We contacted Vivint, and had to pay the early termination contract fee, as well as the remaining balance of the equipment. We were instructed to also send a reason for termination email. We followed all instructions given by the vivint rep. **** informed us that our contract was successfully terminated. This is why we were surprised after 6 months we began receiving late notices for monthly service fee on an account that has been canceled. We tried to talk to the company who passed us from one rep to another with no results. We then filed a BBB complaint. We got a response from Vivint through the BBB complaint that the issue will be resolved and the account will be officially closed. No further action needed on our part. Hallelujah!! we exclaimed, Finally it's done. NOPE! Now approximately 6 months after the BBB proposed resolution we are getting more notifications of being past due on an account that is not active, nor even installed, *********** being provided. (**** have not provided service to us since July 2021 since the home in ***** was sold and the equipment was removed.)Please stop the harassing statements and collection calls on an account that has been legitimately CLOSED. Don't cause us to have to take legal action on something so simple to fix. The frustration and aggravation this is causing is very unhealthy.Business Response
Date: 12/16/2022
Tell us why here...December 16, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17607749
Complainant: **** And ***************************
Vivint Account #:*******
Date of Agreement: 5/10/2015
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
The account has been cancelled with a zero balance. Vivint apologizes for the inconvenience this has caused.
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:12/10/2022
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 purpose of this correspondence is to resolve a personal and property security issue with Vivint, Inc. Beginning October 10, 2022, my security system located at ******************************************************************************************************* has been malfunctioning. On at least three occasions I called Vivint, Inc., and reported the system was malfunctioning. I requested a technician to come to my home and troubleshoot the system. Instead of having a technician, come by to troubleshoot the system, Vivint, Inc., asked me to troubleshoot the security system. I tried to the best of my ability to troubleshoot the system by changing the batteries and performing a visual inspection. Although the system was malfunctioning, three months of payments were deducted from my account to pay for the security services. For three months, my home was left unsecured, and my safety was at risk during the day and the night. In addition, the Vivint Security system kept sounding a system warning alarm. This constant warning alarm created undue stress and anxiety.On December 3, 2022, a technician to my home and changed the sensor on the front door; however, the system continued to malfunction. After this technician, left my home I received a telephone call requesting a payment of $49.00. I informed the caller that the system was still malfunctioning. I refused to pay for a site visit when the problem continued unabated. Finally, on December 10, 2022, a Vivint, Inc. technician came to my home and determined the Vivint Smart Lock was malfunctioning and had to be replaced. After three aggravating and frightful months, my security system is functioning, and I feel secure and safe in my home.Because of the lack of technical assistance, I feel I should receive a full refund for the three months in which funds were deducted from my account or I should receive three months' credit on my future bills.Business Response
Date: 12/16/2022
Tell us why here...
December 16, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18555650
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 6/18/2010
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
At this time, Vivint has agreed to issue a refund of $154.41 which she should receive within 7 business days. ************** 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:12/10/2022
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 12/10 a call was made to me about a past due balance. The conversation included I was past due for a loan. I was confused because i did not know of any loan I was in. When I asked some clarifying questions the operator said I was in a loan for vivint equipment. This was not told to me by the vivint representative. The way he explained was I could cancel and return the equipment without charge. If i knew a loan would have been taken out on equipment I would have never purchased Vivint. I am renting so it makes no sense right now to finance security equipment. He did not explain it was a loan. I would like to return the equipment and stop services.Business Response
Date: 12/14/2022
December 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18555187
Complainant: ********************
Vivint Account #: *******
Date of Agreement: August 19, 2022
To Whom It May ***************** 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 agreed to removal of the installed Vivint equipment, upon removal of the equipment Vivint will provide cancellation of the remaining monitoring contract and equipment line of credit and will waive their associated fees. Ms. ***** 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:12/10/2022
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.
Salesperson showed up to new home unsolicited.Business Response
Date: 12/16/2022
Tell us why here...December 16, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18555123
Complainant: *********************
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that Vivint sales representative knocked on his door unsolicited.
Vivint has added Mr. ****** address to Vivints Do Not Contact 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: 12/16/2022
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.
Sincerely,
*********************Initial Complaint
Date:12/09/2022
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.
Vivint is refusing to send a technician to correct issues I been having for months. They keep charging service fees but refused to get a technician in my home to fix my system and all the sensors desconecte for issues with battery and more.Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18441956
Complainant: ************************************************************************* Account #: *******
Date of Agreement: December 5, 2020
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 his concerns. Vivints record indicates that this issue is being resolved to Mr. *********** satisfaction. ************************ 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:12/09/2022
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 june 20th Vivint sales rep came to my door trying to sell so I decided to try the guy was selling us twenty things related to the alarm system. He called some one on the phone and told me to just say yes which I did. Couple minutes later two people came to install but they didn't have everything to complete the job I told them to come back but they said they will install what they have and come back, which should be the Wednesday I have not seen them again until now. But they send my name to collecting agency and started to collect money from my account which I stopped. Even though the job is not complete they still want pay, I told them I'll make a day for someone to come and take what they install which is not much....1 keypad, 1 door lock, and 2 pairs sensor. Since June no one has been back to my residence.Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18551731
Complainant: ********************************;
Vivint Account #: *******
Date of Agreement: June 20, 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 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:12/09/2022
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 cancelled Vivint service in July 2022 since then they have continued to charge me every month for a service I do not receive (today is December 2022). In addition, I continue to pay for the equipment that I sent back to them already. They assured me on multiple occasions that this would be addressed, but it still hasn't and i continue to get charged.Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18551306
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: March 2, 2020
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, **************** explains that she cancelled her Vivint service in July 2022 and she is till being charged for services and equipment that was returned. **************** desires a refund.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns.
Vivint agrees to cancel Ms. ******* account and issue a refund of all payment taken after July 7, 2022, to her checking **** 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:12/09/2022
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 have been charged a monthly charge with no service provided for a year. When I asked for a service call to fix the issue and to make the device work they wanted to charge me $400 to fix thier equipment.Business Response
Date: 12/15/2022
December 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ******Consumer Complaint Case #: 18550634
******Complainant: *************************
Vivint Account #: N/A
Date of ************************ ****** ****** ****** ******
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he is being charged monthly with no service for over a year now. ****************** desires repair.******
Unfortunately, I am unable to find the Vivint account in question with the information given by ******************. Vivint advises ****************** to contact ********************************** / ************) with the address of the premise where the alarm system is, or the name of the account holder for further review.
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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