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
- 8,408 total complaints in the last 3 years.
- 2,988 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:10/05/2022
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.
One of the worst mistakes *** ever made was contacting this company for a quote. The 1st off shore rep I spoke with said they couldnt give me a quote over the phone but that a tech could come in person and they would give me pricing at that time. On 8/16/22 the tech ****** came over and quoted me a price of almost ***** I immediately refused. ****** called their cancellation ***** and let them know I wanted to cancel the rep asked to speak with me, he 1st tried to offer me a discount I still refused he then told me I can just try the services out for 10 days and cancel if I didnt want to keep it. I called within those 10 days to cancel and was told the cancellation is only allowed within 3 days. I called customer service and asked them to pull the call they said they were unable to hear the call. This company is full of crooks they dont tell you that also open a credit account in your name for the equipment without your knowledge which is against the law. I just heard they had lawsuits against them for this same situation and they have a track record of doing this to others. Even though I was told on a recorded line that I could cancel within 10 days, they still refuse to honor that. *** called multiple times and asked for corporate and each time Im hung up on. This company should not be allowed to operate with these type of business practices. I will be contacting the office of consumer affairs in addition to the BBB.
Business Response
Date: 10/11/2022
October 11, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18169011
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 16, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states she was told she was not willing to accept the cost of the equipment. ****************** states that she contacted Vivint and was offered a cancellation period of ten (10) days. ****************** states that she called within ten (10) days and was unable to cancel. ****************** states that she was not told about the line of credit for the equipment. ****************** desires a refund.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to assist ****************** with this matter. ****************** 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 16, 2022 with a right of rescission period of three (3) business days. Vivints records indicate that ****************** contacted Vivint on August 16, 2022 and Vivints representative applied a discount to ****************** account. Vivints records indicate that ****************** contacted Vivint thirteen (13) days later about cancellation of her account on August 29, 2022 claiming she had fifteen (15) days to cancel. Vivint performs a survey prior to the installation in order to ensure that each customer understands and agrees to the terms and conditions of the Agreement. Vivints records show that ****************** participated in this survey on August 16, 2022. Vivints records show that Vivint stated that ****************** qualified for a line of credit with Citizens with a 0% APR and asked if this was correct. Vivints records indicate that ****************** answered Yes in response.
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 LegalInitial Complaint
Date:10/04/2022
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.
On May 12, 2022 I contacted Vivint via email and requested that my account be cancelled effective immediately. On May 13, 2022 I received an email from Vivint stating that my cancellation request had been summitted. On May 17, 2022 I made a follow-up telephone call to Vivint verifying that my account was closed and that I would no longer be billed. However, Vivint continued to deduct $51.47 from my checking account on May 26, June 28 and July 26 for a total of $154.41. After realizing that I had been improperly billed, I called Vivint on August 22, 2022 and was told that I was under some type of contract until August 2022. After being on the phone for over an hour with a customer service representative and speaking with someone who said they were a "supervisor" without a clear answer of resolution, I hung up frustrated. On September 7, 2022, I called to advised Vivint that I never signed a contract and was told by their representative that only the equipment had to be paid for and that was paid for i full. At this time I ask that I am refunded the amount of $154.41, which was improperly charged.Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18167838
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 25, 2017
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 provided a refund of $102.94 a refund for the months of June and July 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 LegalCustomer Answer
Date: 10/13/2022
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:10/04/2022
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 have had nothing but trouble with the system since I got it. I have had it for two years. They have come out and sent new cameras. The cameras still do not work. I called them today (I can&#**;t call the cameras up on the app.). I called them today to cancel; they won&#**;t cancel until I have paid for equipment that doesn&#**;t workBusiness Response
Date: 10/13/2022
October 13, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18167678
Complainant: *************************************
Vivint Account #:*******
Date of Agreement: 9/30/2020
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 and loan 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 LegalInitial Complaint
Date:10/04/2022
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 applied to have service with this company and was quoted ***** dollars for install since the equipment was already in house. They came and not only charged me ***** but also took an additional ****** out of my account. I have called them numerous times and they acknowledged their mistake but refuse to put my money back in my account saying its coming and still have not paid it back. Im calling every other day with the same excuse that my refund is coming and yet will not put it back in my account. I have been given the run around and just want my money put back that I did not authorize for them to take.Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18165006
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 9/22/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** regarding her concerns.Vivint has issued **************** the refund of $212.94. **************** 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:10/04/2022
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.
Called Vivint on 10/2/2022 to cancel no real complaint except the equipment wasnt working they offered to send out a technician to fix the camera and I agreed. The technician came out was very nice but broke the thermostat by taking it offline and then I was not able to get ac even though my ac is not broken. I called tech support who then told me a technician would be out the next day. When I called the scheduling department I was lied to and they had not scheduled an appointment- meanwhile the house was getting up to ************************************* the house was overheating at night. I called the next day and still no technician available. They offered to pay me back for an hvac technician to come out but since nothing is wrong with the hvac only the thermostat they couldnt fix the problem unless I replaced the thermostat with a no Vivint thermostat. I want an apology from the company and I want to be able to cancel with no penalty since the technician broke the thermostat and potentially caused damage to the hvac equipment.Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18164363
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 17, 2019
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she called Vivint on October 2, 2022, to cancel the services due to equipment not working. She states that she agreed to have a technician come out to fix the issues. ******************** states that the technician broke her thermostat, causing her to have no AC. ******************** states that she called technical support and was told that a technician would be out the next day. ******************** states that she was lied to, and the appointment was never set. She states her home was reaching up to 100 degrees. ******************** states that she was told by Vivint that they would reimburse her to have an **** technician come out to resolve the issue, she states that this would not resolve the issue as the **** is not broken. ******************** desires an apology from Vivint and cancellation without penalty.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint has provided a technician who has resolved the issue. Vivint attempted to contact ******************** to verify the issue is in fact resolved and to see if there is anything more that is needed.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on July 17, 2019. In section 5 of this agreement, it states that Vivint will repair or replace any defective part of the system. Vivint will provide service as soon as possible during normal business hours. Records indicate that it was offered that Vivint would reimburse ******************** to have an **** technician come out and repair/ replace the thermostat, which she refused. Records indicate that a Vivint technician has gone out and resolve the thermostat issue.
With the listed information above, Vivint shows that the issue has been resolved, but does offer with any other concerns regarding this matter. ******************** 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:10/04/2022
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.
On 8/23/2022, I contacted Vivint to buy out my contract due to moving and our wish to no longer use Vivint as a home security provider. On that day, I paid two different payments - $204.00 to pay off my equipment loan and then another $491.76 to buy out my contract (5-yr contract set to expire May 2023). During the conversation, I asked the gentleman if there would be any additional charges, to which he stated "no", that I had bought out my contract and the services would be terminated, that no matter what, buying out my contract would absolve me of any future charges. On 8/23/2022, I received a confirmation email stating that Vivint had received the cancellation request submitted on 8/23/2022, and has attached it to my account. They go on further to state that they will review my account and begin the cancellation process, that if there is any issues, they would reach out via email. This past week I received a monthly bill in the amount of $65 and some change. When I contacted support, I was informed that Vivint had up to 30-days to cancel my account and that I was subject to a pro-rated billing. They lady even went further to tell me that the account was still active and not even cancelled, that I would be subjected to future charges, but she would escalate the account for closure, however it could take another 30 days. She then proceeded to try to retain me as a customer at a reduced rate. How should I be financially liable and stand a chance of my credit taking a ding? I did everything Vivint asked me to do as a customer. Never missed or was late on a bill. Paid off my equipment, passed along the confirmation code to Vivint, and then bought out the contract. Now, because they have failed to execute a cancellation request (their doing), I am being subjected to additional cost, which I should not be obligated to pay. The contract was bought out, paid in full. Account should be closed with no additional charges - zero balance as of 8/23/2022.Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18164236
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 9, 2018
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 account effective August 23, 2022 and waive any associated fees. ****************** 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: 10/11/2022
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,
*************************
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