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
- 8,392 total complaints in the last 3 years.
- 2,970 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:10/03/2022
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.
A sales rep from this company came to our home in May of 2022 offering service. We allowed this sales rep to know this home would be sold shortly after. The sale rep stated that the service as well as the loan for the equipment could be transferred to the new owners. With that information we did go forward with the service . Here we are here Oct 2022 and saling the home and they are refusing to transfer the loan and the service. I want this service canceled and the equipment returned to to them and removed from my credit.
Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
*****
Vivint Account #:
*******
Date of
Agreement: 4/29/2022
To Whom It May Concern:
I
have reviewed the information provided by Mr. ***** 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 cancel Mr. *****’s account and
refund him $154.41. Mr. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 10/18/2022
October 18, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
*****
Vivint Account #:
*******
Date of
Agreement: 4/29/2022
To Whom It May Concern:
I
have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
Vivint has also forgiven Mr. *****’s equipment
loan with Citizens. Mr. ***** has no further obligation to Vivint and Citizens.
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 LegalCustomer Answer
Date: 10/19/2022
Complaint: ********
I am rejecting this response because: I am still getting calls from citizens regarding payment. Also we have not received the 3 month credit as well.
Sincerely,
***** *****Initial Complaint
Date:10/03/2022
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.
My wife and I have made several attempts at canceling the VIVINT home security service. Initially they said it was cancelled, when we reviewed the account online there were past due charges which we paid. The next day there were additional charges and when contacted VIVINT stated there was no record of a cancellation request and the only way to cancel the service was through an email which they would provide.Business Response
Date: 10/08/2022
October 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18158241
Complainant: ***********************************
Vivint Account #: ******
Date of Agreement: May 23, 2007
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In his complaint, ************************ states that he has made several attempts to cancel the service. He states he was initially told it was cancelled. ************************ states when he looks online it shows he has a past due balance, which he states he has paid. ************************ states that when he contacted Vivint he was told that they do not have a cancellation request and that he would need to send a Notice of Cancellation via email. ************************ desires cancellation.
A Vivint representative has attempted to contact ************************ via email in efforts to resolve this matter. Vivint offers to push through the cancellation of the account effective October 3, 2022.
Vivints records indicate that there were no requests for cancellation until October 3, 2022. At that time ************************ was instructed to send in the Notice of Cancellation via email, which he did.
With the listed information above, Vivint offers cancellation. ************************ 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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