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
- 8,493 total complaints in the last 3 years.
- 3,031 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:10/24/2022
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.
I have had Vivint service at my home at *** ********* **** ******, Brandon, MS 39047 for the last 4 or so years. I paid off the equipment in 2021. When I signed the attached contract that indicated 60 months, that was supposed to be for financing terms ONLY. I even remember specifically asking them "If I pay off the equipment early, do I have to keep the service for the rest of the time?" I was told NO I did not have to keep the service once the equipment was paid off. The schedule of equipment & services makes no mention of a term. I have moved to a new home and want to cancel my service and they are insisting that I pay them over $800 for the remaining term of the contract. Not only that, the customer service agent would not even let me speak to a supervisor or a manager. I never would have agreed to a service that wouldn't allow me to end it for 5 years.... I knew I wouldn't be in that house for that long!
Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: June 9, 2019
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* explains that she paid off her equipment as she understood she can cancel her account once it’s paid off. She is moving and contacted Vivint to cancel her account but is now being told to pay over $800 for the remaining service contract.
A legal representative from Vivint has attempted to contact Ms. ******* via email and phone to resolve her concerns. Vivint’s record indicates that Ms. *******’s account is being processed for cancellation without penalty. Ms. ******* may contact Vivint’s representative 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/01/2022
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:10/24/2022
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 sold my house Aug 16, 2022 at *********************************************. I contacted Vivint to see what to do about my security ************* said for new owner to takeover give them acct number and ************ told my realtor to tell their realtor they could take over and they asked for name of company thru realtor so they are paying monthly and Vivint wants me to pay as well for remainder of contract.of $597.93. The new owners has my paid for equipment setup a new account and they pay monthly and they want me to pay as well. Im retired on disability and they could change that if they wanted but I didnt get to talk to new owners didnt ever have contact with them personally. Account number ********* . Notice of cancellation was on Aug 29 2022 with ***** and ****** move out ***** Oct 10 the final time they said I didnt give permission to for new residents to take over. Since Vivint knew that was my address and equipment they shouldnt have let they open a new account.Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18305560
Complainant:***************************
Vivint Account #: *******
Date of Agreement: April 8, 2021
To Whom It May ***************** have reviewed the information provided by Ms. *************************** and appreciate the opportunity to respond.
In her complaint, **************** states that she moved and gave the new homeowners permission to take over her account. She further explains that this was not done, and a new account was opened for them instead and she is still being billed for services.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns. Vivints record indicates that ****************** account is being processed for cancellation and her past due balance of $90.81 has been waived. **************** may contact Vivints representative 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 LegalInitial Complaint
Date:10/24/2022
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 purchased Vivint Home Security in July ************************************************************************************************** by Vivint to remove some of the features to help lower the cost. They would lower my monthly payments and by removing some equipment that would lower the equipment cost. I also was sold on free installation but was charged $99. Over the past months Vivint has unsuccessfully tried to email my new contract for my signature. I have called over the months stating I cannot view the document so I will not sign a document a cannot review/verify. During this time I also advised that my 4 cameras installed are not detecting and recording movement/people. They tried rebooting the system with one camera still is not detecting and recording. The Vivint person advised that we should just watch it/wait and see what happens. I was able to get a Vivint person to email a copy of the contract I can finally read and they did not make any adjusts/changes they said were changed. I believe this is why they kept sending me emails requesting a sign but not sending the actual document. I feel that Vivint has scammed me into a service contract and my security system isnt functioning as they promised/advised. I asked yo speak with supervisors and was put on hold for long periods of time and then the phone disconnects. They do not call back and I have to call again each time to speak to a new representative to try to resolve my issues. At the beginning of each call they take your call back information down just in case youre disconnected and they have never called me back after each disconnect. I would like this issue resolved by billing adjustment agreement or contract cancellation and the additional money paid since July 2022 returned.Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18303707
Complainant: ******** Smith
Vivint Account #: *******
Date of Agreement: July 19, 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 sent the new agreement to ************** and walked through viewing it with her. ************** has signed the new agreement and Vivint will execute the terms of the new agreement. ************** 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
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