Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Vivint Smart Home has 6 locations, listed below.

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  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
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  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

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  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

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  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  

The 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:08/03/2022

  Type:Service or Repair Issues
  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.

  2 years ago, Vivint convinced us to have an "11 day free trail with their alarm system". Without any notification or permission, they cut the wires from our old alarm system while installing Vivint's system. The sales/tech told us to call him directly on day 11 to cancel, he never answered. We called Vivint on the 11th day, they said it was too late to cancel because we called after the" trial period" We sold our home in June/2022. We called Vivint to cancel or relocate the system, they gave us 2 options. Option 1: Leave the old equipment and pay $600.00 to get out of the *************** another contract for 5 years and buy all new equipment for our new home. Option 2: Pay $149.00 to remove the equipment and another $149.00 to install at our new home. We picked option 2. The tech came to our home and did not remove all the equipment. He said that Vivint would replace (for free) anything that was left behind. He also did not reconnect the old doorbell. We contacted Vivint and were told they would waive the fee for not uninstalling the equipment property and we would get free replacement for the equipment left in the other house. July 13th, a new tech guy came. He wanted to charge us for all missing equipment and said Vivint will send a new Docusign for us to sign another contract for 5 years. We said we were told the replacement was supposed to be at no charge. The tech left without installing equipment. Vivint charged our bank account $149.00 for the July 13th visit as if the system was installed. We called Vivint again that same day. Vivint set up an appointment for July, 22 and said all missing equipment will be free of charge. Vivint never showed up. As you can see we made every effort to work with them. At this point we want to cancel, we want them to pick up their equipment. We do not want to be charged for the remaining balance of $2,600 for the equipment and $27.00 a month for monitoring. We just want to be released and move on with our lives.

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:    Consumer Complaint Case #:17590188
             Complainant: ***********************
             Vivint Account #: *******
             Date of Agreement: February 28, 2022
       
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 
  
  A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining monitoring contract and equipment loan effective July 1, 2022 and will provide a refund for any payments made after July 1, 2022. **************** 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 Legal
  

• Initial Complaint

  Date:08/03/2022

  Type:Sales and Advertising Issues
  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 July 12th, a door-to-door salesman came into our home to sell us a Vivint home security system.During his pitch, the salesman mentioned the following: 1. That he was offering a great deal to 10 households who subscribed whereby the equipment would be provided free of charge, and 2. That we would have 30 days to cancel should we decide that we didn't want the product.Whilst signing up, one of the steps was to apply for a personal loan for the value of the equipment. I didn't connect the dots at the time, but this rendered his first statement false.After chatting about it over the weekend of the 16th of January, my wife and I agreed that we didn't really want or need the system. I called Vivint on Monday the 18th to cancel. The agent I spoke to called the salesman and asked if he had given us 30 days to cancel and he denied it. As such, I was told that according to the contract I only had 3 days in which to cancel and get a refund and that if I was to cancel now I would still have to pay for the equipment (about $3000).Notice of cancellation was sent to my email address, but I didn't read it until after calling Vivint on January 18th. Part of the contract signing process included confirming on video that all contracts had been read. I initially did not answer yes to this question, but the salesman said it was fine and I could go ahead and say yes.

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 17666688
             Complainant: **** ********
             Vivint Account #:*******
             Date of Agreement: 7/12/2022
  
  
  
  To Whom It May ***************** have reviewed the information provided by Mr.******** and appreciate the opportunity to respond.
  
  In his complaint, Mr. ******** explains that the sales representative gave him a 30-day trial period. Mr. ******** requested cancellation within the 30 days and is now being told that he only had 3 days to try out the system. Mr. ******** requests cancellation and a refund.
  
  At this time, Vivint is willing to cancel and refund Mr. ********s account upon receipt of the equipment.
  
  Vivints records indicate that prior to the installation of any equipment, Mr. ******** completed a Pre-Installation Survey with Vivints Account Creation department.  Every customer must complete this Pre-Installation ******* and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home.  The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. ******** completed the required Pre-Installation Survey on July 12, 2022.
  
  During the recorded Pre-Installation ******* Mr. ******** represented that he understood and agreed to the initial term of 60 months.  He also represented that he would pay a monthly services fee of $41.47 in addition to a monthly equipment fee of $58.73, plus any applicable taxes,during that term.  ******** Mr. ******** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. ********s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.  
  
  Additionally,Mr. ********s System Purchase and Services Agreement (Agreement) states that he has a 3-day Right of Rescission period.
  
  Despite the information mentioned, Vivint agrees to the resolution above. A representative from Vivint has contacted Mr. ******** via email to schedule a system removal 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 Legal
  
  
  

• Initial Complaint

  Date:08/03/2022

  Type:Billing Issues
  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.

  We had Vivint Home Security System in **. We moved to MD and got another system. When we called to tell Vivint to cancel. They insisted that I fill out an email form. But they still kept billing/stealing our money every month.So, every month since January 2022. Vivint charges/steals our money from us. And every month we have called and filled out their email form multiples times. We even printed it off and mailed everything to them. Every month they keep charging/stealing our money. We no longer need/want their services. I don't want to have to change our back account. But they keep taking/STEALING our money. We haven't used their service since September 2021.

  

  Business Response

  Date: 08/12/2022

  August 12, 2022
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129   
  
  
  
  
  RE:   Consumer Complaint Case #: 17664374
            Complainant: ***********************
            Vivint Account #: *******
            Date of Agreement: July 12, 2013
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
  
  In her complaint, **************** states that she called to cancel her account, and that she was told to submit a notice of cancellation via email. **************** states that she has been being billed every month since January 2022. **************** states that she has not used the service since September of 2021.**************** desires a refund.
  
  A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has cancelled the account and provided a refund total of  $263.85.
  
  Vivints records indicate that **************** attempted to cancel the account in August of 2021 but agreed to a deferment of payment to keep her services with Vivint active. The deferment was to last 2 months. **************** called again in June 2022 to attempt to cancel the account. The account was cancelled effective August 5, 2022 and a refund has been sent.
  
   Despite the above information Vivint offers the listed resolution. **************** has no further obligation to Vivint and 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 Legal

  Customer Answer

  Date: 08/12/2022

   
  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:08/03/2022

  Type:Billing Issues
  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 cancelled our service with Vivint on 6-21-22 and emailed the required information to them requesting the cancellation. We were advised it would take 30 days to cancel and if any money was owed to us it would be refunded. On July 12 a payment was billed to our credit card for service from July 12 to August 11 for services that were no longer being provided to us. We have made 3 additional calls to Vivint and have only been advised that the cancellation department is backed up. We are requesting cancellation of the service and a refund for services from June 21 to August 11 to the credit card on file. The account is under ***************************.

  

  Business Response

  Date: 08/10/2022

  
  August 10, 2022
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 17663239
             Complainant: ***************************
             Vivint Account #:******
             Date of Agreement: 8/29/2007
  
  
  
  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 June 2022 but was charged soon after issuing the request. **************** requests a refund.
  
  At this time, Vivint is willing to refund **************** his last monthly payment. *************** will receive his refund within **** business days.
  
  However,it should be noted that Vivint requires customers to send Vivint a written 30-day Notice of Cancellation. If the customers charge date falls within the 30 days, they are required to pay and will receive a prorated refund after the cancellation is processed.
  
  Despite the information mentioned, Vivint agrees to the resolution above. A representative from Vivint has contacted **************** via email. If he has any questions or concerns, he may contact the representative.
  
  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