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
- 8,365 total complaints in the last 3 years.
- 2,957 complaints closed in the last 12 months.
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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:09/26/2022
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.
Around June 2021, we were referred to this company and decided to have our alarm system installed. During the past year and beyond. Something has always been wrong with the service. During the first 90 days, I had to call several times because the cameras they installed were not working. They eventually told me to get on a ladder and reset them all (just had an accident that hurt my back so that was out of the question). I went back and forward about them send a tech out. We had exhausted ALL the tech support over the phone nothing was working. They informed me they would but at a cost to ME. I said no, to come pick the equipment up. They refused and eventually sent someone and informed me that this was the first and last time. The panels in the house go off without in movement at all, Called them about that, they said to replace the batteries (system less than 60 days old at this point) did that. Still did not solve the issue. Then it stop and keeps occurring OFTEN. The cameras are a hit or miss. Sometime they catch someone or a car driving up and MOST of the time they dont. The parameter has been reset several times. The cameras stop working during the night (what is the use if we are sleeping and something happens we have NOTHING). They also "financed" the equipment unknowing to me. RUSHED me into signing a contract at 1am in the morning. The equipment is over 3k and I can never get thru to this "finance" company that does not seem to exist. They informed me if we would have paid cash it would have been about $500 (we have great credit and would have just paid for it outright) but was NEVER informed of this. I have been given the wrong numbers, and the bank Citizens said they knew NOTHING about Vivint or any financing. This is a pass-threw and legal action need to be taken. Now we are experiencing MORE issues and still the same run around. I have contact a lawyer and joint the forum to file a lawsuit against them.
Business Response
Date: 10/03/2022
October 3, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18129578
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 4, 2021
To Whom It May ***************** have reviewed the information provided by ************** ****** and appreciate the opportunity to respond.
To assist, Vivint agrees to dispatch a technician to ****************** home at no cost to resolve her equipment concerns.
Vivints records shows that **************** signed a **************** Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $34.99, and total equipment fee of $3,239.96 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on ****************** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Vivints records further show that **************** first contacted Vivint of her equipment concerns on June 12, 2021, and an over the phone technical support was offered to resolve her concerns. **************** again contacted Vivint further regarding her equipment concerns and on June 23, 2021, August 12, 2021, and May 31, 2022, technicians were sent to ****************** home to resolved her equipment concerns.
Vivint agrees to the above resolution and approves a free in-home technician visit. Should **************** wish to cancel the Agreement prematurely, she may contact Vivints *************************** at **************
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: 10/03/2022
Complaint: 18129578
I am rejecting this response because:
I never signed the contract my husband did in a rush We have had the same ongoing back and forward issue.
The cameras still aren't pick up. People walk up or drive up with no notification. We are not getting on a ladder to reset them again. The window detector goes off randomly which is nerve wrecking.
Today workers came and the doorbell neither driveway camera pick them up.
This system as useless for the amount of money being paid.
Wr tried to cancel it last year and were told we couldn't until your techs had come out several times which you all charge US for. The salesperson never went into detail about any of this. Just sign at 3am in the morning.
Doorbell camera had to be reset or reinstalled and was put last year for over a week.
You all had my husband RUSH and sign a contract (he is mentally challenged/9th grade education) and completed a credit application to finance 3k worth of equipment. Which he had no clue you all did. Then when I asked your representative said were could have paid for it for under $600. But with financing which he DIDN'T need its over 3k Which works when its wants to.
I have forward all the screenshots from your "chat" agents. Who hung up on me several times last year. Many were rude. And I went back and forward with them about the tech charge until they reluctantly said they'd waive it.
I have also reached out to others regarding your company's shady practices.
Unlike my husband, I'm very educated add will ensure no one or company tries to do something that is unethical.
I will be contacting our lawyer if this is not resolved.
Citizen bank knew NOTHING about a loan and emailed me as well. I have exhaust the "contacts" for them and not one knows anything about a loan.I need then direct contract information to the finance company with all documents.
The entire contract and all authorization forms.
You addressed nothing regarding the pass through bank Citizen. The company's fraudulent and deception practices. And your faulty equipment.
I'm sure this is a pass-thru but we'll get to threw bottom of this issue.
Sincerely,
***********************Initial Complaint
Date:09/26/2022
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 ******, for Car Guard I never agreed to or received. I have called Vivint several times to have this charge removed and havent received any help. I was told I need to return something I never agreed to or received. I spoke with ****** who advise there was a case opened case#*********, the resolution was tracking number **********************, showed delivered. In order to process a refund I must return something I didnt receive or provided authorization to buy. I need help removing this transaction from my account. I advise Vivint I would ask my community in our ************** if someone received a package in error.Business Response
Date: 09/30/2022
September 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18128220
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 6, 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 $199.99 for a Car Guard device that she did not order or agree to receive. She states that she has called Vivint several times to have this charge removed but has received no resolution. ************** states she was told to return the device that she has never received. ************** states that Vivint has provided a tracking number showing this device has been delivered to her home. ************** desires a refund.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has provided ************** with a refund of $204.98. the refund was sent September 27, 2022 and can take up to five (5) business days to arrive.
Vivints records indicate that ************** notified Vivint of the incorrect charge August 16, 2022. Records show that account review had to be completed before submitting the refund. A refund was submitted September 27, 2022.
With the listed information above, Vivint has provided the requested refund of $204.98. ************** 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
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