Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,403 total complaints in the last 3 years.
- 2,975 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:11/30/2022
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.
I have contacted Vivint Home Security several times now to stop my service an request that my credit card be refunded and stop being charged.
Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18483888
Complainant: *********************
Vivint Account #: *******
Date of Agreement: August 30, 2022
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In his complaint, **************** explains that he contacted Vivint to cancel his account and stop further charges.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve his concerns.
Vivints record indicates that Mr. ******* account was cancelled on December 6, 2022 and a refund in the amount of $133.73 was issued to his credit card ending in ****. **************** 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 LegalCustomer Answer
Date: 12/09/2022
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.I would like to also say that I wish it wouldn't have come to this point. This is the first time in my life I had ever filed a complaint with a company.
Sincerely,
ByonInitial Complaint
Date:11/29/2022
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 had service with Vivint for about 2 years. We moved out of *********************** (our residence while we had the service) in July of 2020. We sold the house and requested cancellation of our account. Vivint emailed us on July 10, 2020, saying they received the cancellation request, and stated they were working on the cancellation process. They also stated that if there was any processing issues, they would email us with further instructions. We did not receive anything stating the cancellation could not be completed. On July 10, 2020, we also paid the equipment, service, and cancellation fees which totaled $1,428.98. Since then, we have continued receiving letters from Vivint saying we owe them money. Ive spoken to their customer service at least 4 times in response to these letters. Each time I was told I do not owe them any additional money and that they would be talking to the cancellation process team about my account. A week ago, I received notice from *********., a collection agency stating Vivint has reported to them that I owe an additional $386.02. I spoke to Vivint on November 28, 2022, and they stated this was a charge on my account from February of 2022, and that the equipment and my account had been activated. They also stated they could not access anything concerning my cancellation, nor did they have notes on the account from my previous phone calls with them. I do not have access to the property or knowledge of who is currently living at that address, and I have never reactivated my account with Vivint. We have not lived at that address since we sold the property in July of 2020. I am requesting assistance with cancelling this debt, having my account with Vivint cancelled/closed (with written confirmation from Vivint), and having any adverse information in my and my wifes credit report removed.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18479981
Complainant: *******************
Vivint Account #: *******
Date of Agreement: June 2, 2017
To Whom It May ***************** have reviewed the information provided by Mr. ******************* and appreciate the opportunity to respond.
In his complaint, ************** explains that they moved out of their old residence 2 years ago and requested cancellation of their account. He further explains that they were not told the cancellation was not completed and is now sent to collections for a past due balance of $386.02.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve his concerns.
At this time, Vivint agrees to cancel ***************************** Agreement and remove her account from collections. A request has been sent to the collection agency to close the account and ************ has no further obligation to Vivint. ************ 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:11/29/2022
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.
Vivant will not allow me to cancel my contract and is charging me for an additional 30 days. The contract says to call them, when you call them they said they request it in writing and when you write them, it requires you wait an additional 30 days while being charged. I should not be charged for any day after cancellation.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18478439
Complainant: ***************
Vivint Account #: *******
Date of Agreement: April 26, 2022
To Whom It May ***************** 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 ********************************** / ************) 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:11/29/2022
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.
Back in 2020, the sales rep added the incorrect name to my contracts. When I told him, he said don't worry about it, we can change it later. Basically both contracts had fraudulent information submitted on my behalf. The account was setup under ******* ******. Every time I contact Vivint, they never update or assist with getting it corrected. I have even submitted an affidavit and my TX driver's license showing my last name is ******.
More recently, my deferment was over on 9/27 so I was billed for a month of service and $149 installation charge. When the installer came on 10/29 to complete the installation, installation was refused because the name was still incorrect as ******. I was instructed to call into Vivint to report fraud and request my contract be voided since the sales rep used fraudulent information to get the credit approved for the equipment and setting up service. I was told that someone would contact me on 10/31 to discuss more to have the issue resolved and I can get my system installed. No one contacted me.
I called again on 11/18. I requested a refund since I paid for service and installation that was not provided. I was told it was being taken care of. I also explained the fraud situation again. Still no one ever reached out to me.
I called again and it was a seriously horrible game of transfer me to someone who cannot help. I spoke to 8 different people. When I got to the 6th person in the move department, she spoke to another department while I was on hold to change the name on my account to ****** and update my date of birth on the account. She came back and was like, everything is all good now. I asked again about cancellation of the contract with the incorrect information on it and was told why do you want to cancel the contract, we updated your information?
Then transferred me to someone else that couldn't help me.Business Response
Date: 12/07/2022
Tell us why here...December 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *******
******
Vivint Account #:
*******
Date of
Agreement: 1/28/2020
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 she is dissatisfied with the services she
has received from Vivint. Ms. ****** is requesting cancellation and a refund.
Vivint’s
records show that Ms. ******’s account has been cancelled. To further assist
Ms. ******, Vivint has issued a refund of $230.61 which will be received within
7-10 business days. If Ms. ****** has any questions or concerns, she may
contact the representative who has contacted her via email.
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:11/29/2022
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.
Hello , I signed up with this security company back in September and was told I would get 4 months free since then every month they have taken money from my account. I was also lied to my face that there was no contract and now I find out there is a 5 year contract. I have called customer service numerous times and nothing resolved. I have done some research on this company and it seems they are scamming alot of innocent people. Also I was told I could cancel at any time and have their equipment picked up and returned without any charges now I am told I have to pay the company who finances it Fortiva for the entire ******* . They have also made it where no other monoriting company can monitor their equipment.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18476849
Complainant: *******************
Vivint Account #: *******
Date of Agreement: September 16, 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:11/29/2022
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.
Numerous calls (over 15) in the past 3 months for a malfunctioning outdoor security camera, still unresolved! All of my request to speak to a supv, were ignored, no return phone calls. I even chatted with someone who played games for over an hour, kept asking the same questions and refused to have a supervisor return my call. It is imperative to have the camera working due to a violent neighbor, this really is a life/death matter. Their suggestion is to upgrade the camera for free, but I would have to sign another 5 year contract with them. I paid for the original equipment in full 6 months after installation in 2019. It's obviously not working, so why should a replacement be at a cost to the customer? Finally spoke to someone (Duncan) who offered an upgraded camera at a cost of $200 to me and no extension on my contract. I agreed because I am tired of fighting with them. The next day I get an email stating I agreed to extend my contract. This has been extremely stressful for me and my family, not to mention not having the comfort of security which was the reason I had the camera installed. Vivint simply does not care, they have handled this issue without urgency. Many phone calls, long hold times, trouble shooting again again and again! Camera is still not working properly. I still have 2 years before my contract ends so I feel like I am stuck. I am requesting an upgraded camera (they no longer have the one that was installed) at no charge to me and no extension to the 5 year contact I am currently under. Please assist me. Thank youBusiness Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
******
Vivint Account #:
*******
Date of
Agreement: 3/16/2019
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 agreed to install a new outdoor camera at
no cost. An appointment has been scheduled for the installation. 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:11/29/2022
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 signed up for Vivint through a door to door salesman. The equipment is faulty and I’m I have had to make multiple calls and service calls to try to get the issues resolved. Each service call is $49. I have had this system for years and have paid hundreds if not thousands of dollars. I called to cancel the service and was told I can’t cancel because I haven’t paid off my equipment. I was never told I could not cancel at any time, or I would have never signed up. The door to door salesman did not mention I had a loan to pay for equipment. So now I am stuck with over priced faulty service with horrible customer service. When I spoke to the customer service rep he told me there was nothing he could do. I can’t afford to keep paying for this unreliable service. My front door will not lock and they can’t get someone out to fix it until next week. That’s 6 more days of my house being unlocked while I work. What’s the point of a security system that can’t even lock a door? When I get a notification there is someone at my door, the app freezes and I can’t see the camera. I really just wish to cancel and give back the equipment and go with a service that doesn’t mislead customers.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: June 24, 2020
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 agreed to send a technician to resolve the doorbell camera 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:11/29/2022
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 sold our home to my sister, I called Vivent to inform them of the change to the account. I was informed that I would have to pay for the security equipment in full, which we did pay in full In November 2022. I was given a confirmation #. Then they said my sister had 3 days to switch the acct in her name. She called everyday for 3 days, no result. I gave her the confirmation #. No result, then they told her we both had to be on the phone, which I was never informed of this issue. We are now almost a month later and they still call me to pay the bill. My sister also tries to pay the bill by calling them to no avail, they sent her a code but it did not work. I have spent to much time with a company that is either incompetent or just has no process or procedure in place for transfer of service.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18476209
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 28,2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to assist in transferring the account as requested. **************** 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 LegalCustomer Answer
Date: 12/08/2022
I filed a complaint a week ago, I got a response asking for my ph#, vivint called twice. I called back Tuesday twice, both times answered, 1st call they hung up on me, second time left me on hold. I hung up. Thursday I called early spoke to 3 different people, two hung up on me. The third time I was left on hold. Not sure why this is so difficult, I have complied with all requirements to transfer this acct to the new owner. Original complaint #********Business Response
Date: 12/13/2022
December 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18476209
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 28, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her rebuttal **************** states, she has had multiple contact attempts by Vivint but has received no resolution to her concerns.
A Vivint representative has reached out to **************** via email in efforts to resolve this matter. At this time, Vivint has scheduled an appointment for December 19, 2022 with the new homeowner to transfer the account in to their name as requested. **************** 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:11/29/2022
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.
I spoke with someone from vivid energy the day I had my Vivint smart home equipment installed. I was assured that I was in good hands, thats when I started receiving calls from freedom forever seemingly Vivints third-party resource for solar energy in my area. I had a site visit scheduled last week the gentleman came out, was completely unprofessional did not treat my house, as if it was his own. The straw that broke the camels back was when he decided to drill into my shingles in my roof and did not properly caulk them but the worst part of it is that he never received approval from me or consent for me to drill into my roof. Why on earth would he do that and why would he not say anything about it? I had to call a roofer and have him come in and take a look at my roof . He let me know that they were two holes as well as an issue with a vent cap on my roof that needs to be replaced as well. It seems like he might have grabbed it to keep his valance. I dont know but not OK and I need this rectified as soon as possible and I am not calling freedom forever because I called them over 10 times over the last week and the phone rang for about 25 minutes each time I dont have an hour to sit on the phone every day. Praying that someone will answer the phone. I think its ridiculous. Im very very upset and this is not looking good for Vivint.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18475990
Complainant: *************************
Vivint Account #: *******
Date of Agreement: November 16, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he received calls from Freedom Forever after his Vivint security installation. He states that the Freedom Forever representative who came to his home did not treat his home with respect and drilled holes in his roof without permission. He states that there are two (2) holes and damage to a vent cap on his roof that now need to be repaired. **************** desires to have his roof repaired and removal of the Vivint system or a discount.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has offered a $10 discount on the Vivint security monitoring monthly rate for twenty-four (24) months.
Vivints records indicate that **************** is working with a claim team from Freedom Forever to get the concerns regarding damage to his roof resolved.
**************** 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,Customer Answer
Date: 12/06/2022
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:11/29/2022
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.
Been a Vivint customer since October 2016. We finished our contract and went month to month. At the end of October 2022 I called into cancel. After having to explain to 3 different people WHY I wanted to cancel, sat through multiple offers to stay, I was told I had to cancel in writing. Instead of wasting 30 minutes of my time, they could have told me that up front. I sent in the email request Oct 31st and received confirmation of receipt Nov 2nd. They charged my account Nov 5th. 10 days later I jumped into chat fir an update only to be told it could take 30 days to process. On Nov 28, I got back into chat and waited 30 minutes asking for an update. I was told I had to call AGAIN. 5 people to cancel a no-contract service? Vivint is harder to leave than a cult. I want my service cancelled and my money returned for November. Next step is legal action. I don't have time for these gamesBusiness Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18475749
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 11/4/2016
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he requested cancellation in October 2022,however, his account was charged in November. **************** requests a refund.
To assist ****************, Vivint has issued a refund of $32.41 which should be received within 7 business days.
Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement) on November 4, 2016 which states that service will continue month to month after the initial term, unless cancelled in writing no less than 30 days before the next renewal term (Section 2.1). A written notice of cancellation was received on October 31, 2022 and Mr. ******* account was charged within the 30-day period on the usual scheduled date.
Despite the information mentioned, Vivint agrees to the resolution above.
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: 12/08/2022
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,
*********************
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