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:11/28/2022
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.
Paid ****** over 4 months while company promised Id be deferred until February had both citizens pay and Vivint on 3 way call Vivint supervisor refused to speak with me to have issue resolved expect a call from supervisor tomorrow 11/29 company has caused me issues for months.
Business Response
Date: 12/02/2022
December 2, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18474578
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 3, 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:11/28/2022
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.
Roughly two years ago I moved from my house and requested a cancellation of my plan. Vivint has continued to charge me despite having not lived in the home and refused to refund past payments. Vivint explained on the phone that they did receive a call and request to cancel but stated the request was not official and as such will not be refunding my money. Vivint was aware I was no longer living at the property and wanted to cancel the policy but chose to keep charging me roughly $50 per month. It wasn't until the third call that they stopped charging me but refused to take any blame in the matter. I am only seeking the money be returned from the original date which they have on file that I had called in to cancel the membership.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18473444
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 11/4/2017
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 2020, however, his account has remained active. **************** further explains that he no longer lives at the location and the new homeowner has opened a new account.
At this time, Vivint is willing to cancel Mr. ******* account without penalty.Additionally, a refund of $1,409.69 has been issued and will be received within 7 business days.
Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement) on November 4, 2017 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 has not been received by **************** and as such, his account has remained active.
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 LegalInitial Complaint
Date:11/28/2022
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 Vivint home security for a few years and we were selling our house so I called to cancel the service. I had sent an email in to cancel, got a reply and then was told I'd need to call in. I called in around 08/10/2022 and spoke to a girl who told me I would have an early buyout of $290.29 but I'd first have to pay off the citizens one loan for the equipment. She transferred me to Citizens one and stayed on the line. I paid Citizens One $173.60 and they confirmed with the girl that it was paid so she processed my payment of $290.29. Now, almost 4 months later I start getting a call daily from a phone number so I finally answered it and they said they were from Vivint and my account was past due and I owed $170. I thought it was a scam because when I had Vivint it was set up on auto pay and I hadn't had a charge from Vivint since August. I hung up and then called Vivint directly to which I was told, yes, your account is still active. They said the could see notes from August but had to transfer me, then that person looked at the notes and saw the same thing and then said they had to transfer me. The last person looked at the account, said she had to talk with her manager as to why the cancellation didn't process and put me on hold. She came back a couple times, once to asked me exactly what process I went through to cancel....even though she had just told me she saw notes that there was a cancellation request. She put me on hold again. An hour and 20 minutes into this from when I called she came back on and said she'll have to send it to escalation to see about getting the account cancelled but can't guarantee that I won't owe the $170 because it wasn't cancelled right the first time. How can this even be legal? All I want is the account cancelled and them to stop calling me and telling me I owe them $170 for a service that they didn't cancel, even though they have notes that it was supposed to be cancelled.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18472945
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 5/1/2012
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he previously cancelled his account in August, however, his account has remained active.
Vivints records confirm that in August of 2022, **************** made the necessary payments to cancel his account. ****************** account has wrongfully remained open. As such, Vivint has cancelled ****************** account. **************** 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:11/28/2022
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 think these people have me signing a contract I did not sign in 2020. I was trying to see how many more months? Then I find out I resigned a contract in 2020. Now I know that did not happen. They sent something they said I signed. I did not sign that. So now the legal department is going to call me. I am really upset. I called them to find out how much to get this bill done. Then out of the blue. They call me back the same day. Then I said not my signature. They can't switch me to the people I need to talk to. I have to wait for 2 to 3 days. BsBusiness Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18472833
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 9, 2008
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she tried to see how much was left on her contract and was told she signed a new contract in 2020. **************** states that she did not sign a contract. **************** desires delivery.
A Vivint representative has spoken with **************** in efforts to resolve this matter. **************** has sent in a copy of her drivers license for a signature dispute. If the dispute is approved Vivint offers to waive the remaining monitoring contract and equipment line of credit with no fees or penalties to ****************. If the dispute is denied Vivint will waive the remaining monitoring contract and associated fees, **************** will remain responsible for the remaining costs of the equipment line of credit.
Vivints records indicate that Ms. ************ the original Purchase and Services Agreement (Agreement) on May 9, 2008. Records show that May 2020 and upgrade was performed on the equipment where **************** signed a renewal of her Agreement. Records show that **************** contacted Vivint in January of 2021 to request cancellation due to health issues and were made aware of the agreement. November 28, 2022 **************** contacted Vivint to let them know she was unaware of the agreement extension and accepted an offer of $15 off for five (5) months.
With the above information Vivint has agreed to do a signature dispute on the Agreement and the resolution will very upon the results of the dispute. **************** 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:11/28/2022
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.
Unaware of 5 year contract. I have never agreed to a service contract with vivint. I was told I could cancel services at anytime by the salesperson. I have sold my home and no longer able to have service as I am in an apartment. I paid $3000 out of pocket for the equipment so should not be in any type of contract.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18471267
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: November 9, 2021
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, upon receipt of the equipment payoff confirmation. ****************** 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:11/28/2022
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.
***** has been calling my phone non stop finally i answered the call last week everything was good until he got to my credit report and then he said i needed to put down ************************************* apartment and then i mentioned free install and 3 months free service he said no way we would never do that and he was nasty phone number ************ and another called today 11/28/22 and explained and all he said was i did not know you spoke to someone already and they have been calling non stopBusiness Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18470984
Complainant: ***********************************
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** requests that Vivint stop calling her phone.Vivint has added ********************** phone number to Vivints Do Not Contactmarketing 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 LegalInitial Complaint
Date:11/28/2022
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 documents.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18470875
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: April 25, 2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she has attempted to contact Vivint several times to resolve her system issues. She states that she has been provided no resolution. ***************** states that her sales representative told her if she had any problems they would be resolved without any issue. ****************** desires cancellation.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has offered to send a technician free of charge to resolve the system issues that are occurring.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on April 25, 2018. Records indicate that May 28, 2019 low battery alerts were reported and ****************** was emailed instructions on how to change the batteries. February 28, 2022 issues were reported with batteries again, ****************** made Vivint aware that she was unable to climb a ladder and the call was disconnected. Section 6 of the Agreement states that Vivint will repair or replace any defective portion of the system. Vivint will provide service once notified as soon as possible during normal business hours.
With the information listed above Vivint offers to provide a technician free of charge to repair the system issue. ****************** 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:11/28/2022
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 was charged before the installation occurred, I asked for an itemized bill did not receive each I spoke to a representative and did not receive it. They tell you one price and then it changes when you call back. This company is not upfront with the pricing. They want you to contact ******* who finances the equipment to cancel. I feel if a customer wants to cancel they should be able to speak with because they are the ones who I initiated the service with. I want out of this contract, but nothing was explain to me correctly.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18469614
Complainant: *********************
Vivint Account #: *******
Date of Agreement: October 22, 2022
To Whom It May ***************** have reviewed the information provided by ********** and appreciate the opportunity to respond.
In her complaint, ********** states that she was charged before the installation. ********** states she asked for an itemized bill and has not yet received one. She states she was told one price and then charged another. **********. Desires a refund and explanation of charges.
A Vivint representative has attempted to reach ********** via email in efforts to resolve this matter. Vivint offers to provide an explanation of charges and work with ********** on a refund if a refund is warranted.
Vivints records indicate that ********** signed a Purchase and Services Agreement (Agreement) on October 22, 2022. Records show that ********** requested to make sure the account invoices are correct on November 8, 2022.Records show that the invoices on the account match what was installed.
Despite the information listed above. Vivint offers to provide an explanation of charges and to provide a refund of one is warranted. ********** 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:11/27/2022
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 tried over the past several months to log into my vivint app but my panel is not connecting to the app. I have tried to contact customer service to resolve the issue on several occasions and it is still not resolved. I have been a customer with ********************** for over 10 years and I am ready to leave them if this is not resolved.Business Response
Date: 12/01/2022
December 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18468275
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: March 14, 2011
Date of Addendum: April 20, 2016
To Whom It May ***************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that she is unable to connect to the Vivint application over the past several months.
A legal representative from Vivint has attempted to contact ******************** via email and phone to resolve her concerns.
Vivint agrees to assist ******************** to connect her to the Vivint application. ******************** may contact our ************************ at ************* to receive over the phone troubleshooting assistance. ******************** 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 LegalCustomer Answer
Date: 12/01/2022
Complaint: 18468275
I am rejecting this response because:
As I stated I have called several times through customer support and went through the same steps at least 6 times. If they will not send a technician out to look at panel I will cancel my service.
Sincerely,
*********************************
Business Response
Date: 12/07/2022
December 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18468275
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: March 14, 2011
Date of Addendum: April 20, 2016
To Whom It May ***************** have reviewed the additional information provided by ************************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution as a technician cannot be sent for a software issue. Should ******************** desire cancellation of her account, she may confirm her request and her services would be cancelled without penalty.
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 I will cancel my service with Vivint.Sincerely,*********************************Initial Complaint
Date:11/26/2022
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.
In Sep 2022, an aging weathered alarm sensor was brought to Vivint's attention for a replacement as it's double-sided tap backing had dried causing it to fall to the floor. The customer service rep, including our Executive Resolutions Specialist *****************************, only suggested buying more double-sided tape to reattach to wall.On Nov 26, the same sensor needed a replacement battery and the sensor, now more fragile, broke even more as I had to pry it open. I called Vivint to see about getting it replaced. They informed me that it was not covered under warranty and needed to buy a new one for $50. It would seem it is under warranty according to their website: You will have a period of warranty that lasts only one hundred and twenty (120) days after we complete the installation. We will repair or replace any defective part of the System without charge to you. After the initial one hundred and twenty (120) day period is up, we will, so long as we are providing services included in your Agreement, provide a replacement for any defective part without charge, but you are responsible to pay a service charge for each service call (at our then-current service fee), plus any applicable taxes. https://support.vivint.com/s/article/Warranty-Service-Plan I've emailed ***************** but do not expect a different response from last time we spoke about the sensor.He's been assigned to support our account as we've had a long troubled relationship with Vivint.Business Response
Date: 11/29/2022
November 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18466398
Complainant: ********************
Vivint Account #: *******
Date of Agreement: November 2, 2016
To Whom It May ***************** have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******* and a resolution has been agreed upon. At this time, Vivint has agreed to ship a replacement sensor at no charge as well as clear the past due balance of $59.53. Mr. ******* 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 LegalCustomer Answer
Date: 11/30/2022
Dear Sir or Madam at BBB ****
My sister ******, the account holder, has confirmed she's received credit for this month.We are awaiting the sensor(s) and activation before closing the complaint.--
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