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

  4931 N 300 W Provo, UT 84604-5816

  
• 

  Vivint Louisiana, LLC

  1701 Old Minden Rd STE 32 Bossier City, LA 71111

• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

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:09/20/2022

  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 august ********************************* with vivint for my home security. I spoke with ***** he advised that they were with att and set me up for a trial he explained the system my my rental home was the same and I would just be getting a new face plate the cameras would remain I explained I am renting I can not install hardware on the home. I get the system its a completely new system I have to install I called august 27 when I received equipment they said they would mail me a sticker to send it back. I called September 3 after being hung up on multiple times I was told again they will mail me a new label to send back I called sept 9, 10, 13, and 15 I was hung up on multiple times put on hold and never came back to the phone. On September 16 they charged my card again I called and explained I was hung up on I called back I was hung up on but this agent called me back I requested a supervisor once he told me I need to pay them **** because my trial period ended on September 15th. I still have not received a call back I never used the equipment its still in the box and I have wasted hours trying to get in contact with them. I want my money back and I want them to send me a label to send them their equipment that has never been opened set up or used.

  

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:    Consumer Complaint Case #: 18051415
             Complainant: ***********************
             Vivint Account #: *******
             Date of Agreement: August 15, 2022
       
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 
  
  In her complaint, **************** states she ordered the equipment, but is unable to install it in her rental unit. **************** states that she contacted Vivint on September 3, 2022 about cancellation. **************** states she has not been able to return the equipment and cancel. **************** desires contact by the business, to return the equipment, and a refund. 
  
  A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to assist with the return of the equipment. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter. 
  
  Vivints records show that **************** signed a Purchase and Services Agreement on August 15, 2022. Vivints records indicate that **************** initially contacted Vivint on September 15, 2022 about cancellation of her account. Vivint does not have record of a call prior to this point to request cancellation. 
  
  Vivints representative is willing to assist. **************** 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:09/20/2022

  Type:Customer Service 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.

  August 25, 2022, I spoke with Salesperson, Caitlyn ID# ****** regarding alarm security for my home. I told her all of the items I needed. She required $151.47 as my initial payment. Later that day, she texted me and told me my order had been sent. When I received the email itemizing what was in the package. I noticed many of the items I told Caitlyn I needed was not included in the package. I immediately texted Caitlyn to let her know many of the items was not in the package. I did not receive any response from her. The next day I again tried to contact her, no response. On August 26th, I canceled the entire order. This is where the problem begins! Via chat with Customer Service Agent, Brian, who told me I had to contact, "the loyalty team" for my refund. I called their number and spoke with Whitney. As directed, I emailed, "cancelation plus" for a return label for the return of the equipment. The equipment was received by Vivint on September 7, 2022, via, FEDEX tracking #************. On September 12th, I called the Corporate Office and spoke with Angel who verified receipt of the equipment. Angel told me my refund would be processed on September 14th. Today, September 20, I called to find out the status of my refund and was told I would have to start this process over.
  I just want the return of my $151.47! This is why I decided not to use their services. If this is how a new customer is treated from the onset, I can just imagine how they treat their existing customers.

  

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129
  
  
  
  RE:   Consumer Complaint Case #: ********
            Complainant: ****** *******
            Vivint Account #: *******
            Date of Agreement: August 25, 2022
           
  
  To Whom It May Concern:
  
  I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. 
  
  In her complaint, Ms. ******* states that she told her sales representative what she needed for her system. Ms. ******* states that she was told she must pay $151.47 as the initial payment. Ms. ******* states that when she received the email showing what was in her order, she noticed that the things she requested were not included. She states she immediately texted her sales representative and informed her, but she never received a response. Ms. ******* states August 26, 2022, she cancelled the entire order. She states she spoke with the customer loyalty department and emailed cancellation plus for a return label for the equipment. Ms. ******* states that the equipment was received by Vivint on September 7, 2022.  She states she was told September 12, 2022, that a refund would be processed on September 14, 2022. Ms. ******* states that she called Vivint and was told that she needs to start the process over.  Ms. ******* desires a refund. 
  
  A Vivint representative has attempted to contact Ms. ******* via email in efforts to resolve this matter. Vivint has provided cancellation of the account and has provided a refund of $302.94. 
  
  Vivint’s records indicate that Ms. ******* signed a Purchase and Services Agreement (“Agreement”). Records indicate that the Notice of Cancellation was received on August 30, 2022. The cancellation and refund were processed on September 27, 2022. A refund has been sent of $302.94.
  
  Ms. ******* has no further obligation to Vivint and may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
  
  
  Sincerely, 
  
  
  Vivint Legal
  
  

  Customer Answer

  Date: 09/29/2022

  
  
  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:09/20/2022

  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 had Vivint come tonour house and sell us a security system with cameras. Before installation we decided not to go qoth all the equipment. The installer was aware and the salesman was aware, it was discussed. We are being charged for the equipment we dod not get. Thw salesman does not answer the phone, the installer cannot help. If I call Vivint they say call citizens where it is financed. When I call citizens they say call Vivint, it has to be changed on the order. we filed a complaint and a sale guy came out aaid he would be back the next day ro help us resolve this. He never came back and does not respond to calls either. Multiple people in our neighborhood is having issues qith them.

  

  Business Response

  Date: 09/27/2022

  September 27, 2022
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 18049923
   Complainant: ***************************;  
  Vivint Account #: *******
  Date of Agreement: July 27, 2022     
  
  To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
  
  In her complaint, ********************** explains that at the time of installation, they decided to not go forward with all the equipment. She further explains that they are still being charged for some equipment not received. ********************** desires billing adjustment.
  
  A legal representative from Vivint has attempted to contact ********************** to resolve her concerns. Vivint is willing to assist ********************** with her equipment concerns and adjust the bill as needed. ********************** 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 Legal
  
  

• Initial Complaint

  Date:09/20/2022

  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.

  I had vivint security on 2 properties I owned, my main resident and a property I rent out. At the beginning of these year I bought a new house n called vivint to cancel their service in the house I just sold. It took a while for them to finally cancelled that account.Now I just sold my rental property in *********,*********. And I called vivint again to ask them to cancel their service in that house also but they refused to do it. I paid the balance owed and told them I sold that house and I dont need their service anymore but they keep refusing to cancel the account and keep telling me about sweet deals I can get if I keep the account. It doesnt matter how many times I told them I already sold that property and that I dont want their service anymore but even so they refuse to cancel the account. A couple of times when I called them once I told them I want them to cancel the account the call got cut off out of the blue. They NEVER called me back to resume the conversation and when I called them back after several minutes of waiting for them to call me the phone rang n rang without them answering my call.Then last week out of the blue they told me I cant cancel my account until ****. I didnt renew any contract with them or made ANY commitment to keep their service. But they said I cant cancel the account . I feel like Im being held hostage and not being able to make my own desitions.I was VERY clear I sold my property and I dont need or want their service anymore but they keep refusing to cancel the account, come up with excuses not to do it and keep telling me about sweet deals if I stay with them.I need the BBB to help me and make vivint cancel my account so I can move on and live my life without getting daily calls from vivint telling me bout deals n refusing cancelling my account causing me to get stressed out bcause of them.

  

  Business Response

  Date: 09/28/2022

  September 28, 2022
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 18049746
             Complainant: *********************
             Vivint Account #:*******
             Date of Agreement: 9/20/2014
  
  
  
  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 Ms. ******* account without penalty. **************** 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
  

  Customer Answer

  Date: 10/31/2022

  We used to have vivint in my rental property in *********. I sold the house I called vivint to let em know I didn't need their service anymore n I paid the balance of the bill so it was paid off. They kept calling m n harass me asking me to keep paying for a service I asked em to cancel. I filed a complaint with the BBB n after the BBB contacted vivint . Vivint called me through a woman who said was from the legal department n told me she would cancel the account right away ( I recorded the conversation on my phone so I have the audio ) on Saturday I got another bill from vivint asking me to keep paying n when I called this morning they told me I have a contract n if I don't want to have it anymore I need to pay half of the contract to cancel the account that that legal department woman already told me she was going to cancel the day she called me. And like I said I have an audio recording of her saying that. I need the BBB to contact vivint n make em stop calling me n sending me bills for an account that the legal office woman said she was canceling that day. The day this womancalled me was September 28th 2022 at 8:10 am Thank you for what you can do for me to finish this matter once and for all. Ps: if the BBB wants a copy of the audio I can email it to you Thank you n have a great day

  

  Business Response

  Date: 11/04/2022

  Tell us why here...November 4, 2022
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 18049746
             Complainant: *********************
             Vivint Account #:*******
             Date of Agreement: 9/20/2014
  
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
  
  Vivint has cancelled Ms. ******* account and waived her overdue balance. Vivint apologizes for any inconvenience this may have 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 Legal