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
- 8,512 total complaints in the last 3 years.
- 3,043 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:11/08/2022
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.
Vivint is unethically making myself and others pay an exorbitant amount of money just to cancel the alarm system service. I don’t have owe anything on the system I just pay for the service. Vivint wants me to pay $472.05 just to cancel my contractual service. That fee to me seem excessive and unethical.
Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: November 26, 2018
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 Mr. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account and waive any remaining contract fees. Mr. ***** will remain responsible for any remaining equipment fees if there are any. 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 LegalInitial Complaint
Date:11/07/2022
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 submitted a cancelation request about Aug 8, 2022. A month later after being told by email my request was received only after I received a bill for the month of Sep. I called, and in short, I was told Vivint would waive my remaining balance if I sent confirmation showing that I had paid my citizens account within 24hrs...I did that. Again, I received another bill, and I called Again..this time I told the Vivint agent to check the previous conversation with the last rep I spoke with and he will hear where I was told what I previously stated. He said he would get back to me in 24 to 48 hours...ANOTHER MONTH LATER...I received an email stating my cancelation was unsuccessful because I had to pay a remaining balance (the same balance Vivint told me they would waive if I submitted the confirmation). After being sent to 2 different reps..I was sent to a rep that OBIVOUSLY had no intent of resolving the issue to my benefit or HONORING the promise of waiving the remaing balance AS PROMISED...She instead insisted on talking through me and being very demeaning and condescending in her conversation. She tells me to call back in 24 to 48 hrs while She Too, checked for the conversation to hear what I know was told to me 2 months earlier. This Company is a unprofessional, care nothing about customer satifaction and it this point they are proven LIARS. Will Never buy or do business with Company or its Affiliates at this point....Issue still unresolved...THE NIGHTMARE CONTINUES...Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18372791
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 3, 2018
To Whom It May ***************** have reviewed the information provided by Mr. *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve his concerns. Vivints record indicates that this issue is being resolved to ******************** satisfaction. ****************** may contact Vivints representative directly if he 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:11/07/2022
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.
In June 2022 I was confirmed by Vivint to close out my account due to an unserviceable area. My area was confirmed unserviceable by a technician who came to my property. Vivint continued to charge me for the next three months for the total amount of $154.15. I have called Vivint DOZENS of times and spent hours trying to resolve this issue. Every time I call they agree with me that they should not have charged me and they promise to refund my money immediately. It is now November and they have still not refunded my money. Please help!Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18372573
Complainant: *****************
Vivint Account #: *******
Date of Agreement: December 20, 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 $135.54 the prorated amount of the payments made after cancellation of the account. ************ 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: 11/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. ********************** has promised to send a refund check within ***** business days so complete resolution remains to be seen. After being tangled in conversation with Vivint for over 5 months, Im happy that BBB was able to step in and get Vivint to do what they should have done months ago. Vivint is a horrible company to do business with and I hope this fully closes my dealings with them.
Sincerely,
*****************Initial Complaint
Date:11/07/2022
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 purchased a camera and alarm system in 2018 for my home. The system has not worked consistently from the time I had it. I've reached out to Vivint customer service on several occasions, with them on the phone trying to help fix the issue. It would work for a month or so each time and stopped working. I called to cancel the service because I don't want to continue paying for something that doesn't work. I was informed I had 7mos left and they would send a technician out. Tech. Came out said it's outdated. I informed Vivint and they said I would need an upgrade that I'd have to pay for. I explained to them my service hasn't been working for a very long time and I didn't want to upgrade for another 4yrs.I just want to get rid of the camera and the service, I kept being interrupted and transferred 4x with them trying to sell me another camera for 4yrs. I just want this cancelled with no more payments. They want me to continue paying for a service that doesn't work. How can you pay for something that doesn't work and it's the companies issue. They were not helpful at all just kept saying I'd have to pay and buy the upgrade. Camera didn't work and I made several calls regarding the issue.Business Response
Date: 11/11/2022
November 11, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18372256
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 7, 2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she experienced unresolved equipment issues with her camera. **************** states that she contacted Vivint to request assistance or cancellation. **************** states they explained the buyout of the Agreement and was offered a technician. **************** states that she was told she needed to upgrade her camera to resolve the matter. **************** desires a refund and cancellation of her account.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to assist **************** with cancellation of her account if she would like. **************** 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 June 7, 2018 with an initial term of sixty (60) months. Vivints records indicate that **************** contacted Vivint in October 2022 about the issues with her camera that she had experienced. Vivints records indicate that a technician came to **************** home and determined a replacement or upgrade may be needed to resolve the issue. Vivints records indicate that **************** contacted Vivint in November 2022 about cancellation of her account.
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 LegalCustomer Answer
Date: 11/15/2022
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:11/07/2022
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.
Contacted Vivint on 10/1 to cancel service. Submitted in writing through email to address given to me that I wanted to cancel on 10/1. Email said I would be contacted further if anything needed. Never heard anymore. Got a bill for October. Called 10/30 and was told it takes 30 days to cancel account. I said its been 30 days so it should be cancelled and the person said yes and I will not receive another bill and not to pay it if I do or to call back AGAIN. Called on 11/7 to find yet again my account has not been cancelled. The women on the phone said request was never submitted. She then proceeded to say she submitted the request and I would not be charged. I asked to receive confirmation it was canceled and she said I would receive an email and would not be charged for November. I have received no email so far. Seems like a scam or fraud that you cant cancel service and keep getting the run around. Every time I call I get a different answer and Vivint just keeps collecting the money.Business Response
Date: 11/14/2022
Tell us why here...November 14, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18372424
Complainant: *******************************
Vivint Account #:*******
Date of Agreement: 11/29/2017
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** explains that she requested cancellation on October 1, 2022, however, her account continues to be charged. ********************** requests a refund.
Vivints records indicate that Ms. ********** 30-day Notice of Cancellation was received on October 1, 2022. Vivint cancelled Ms. ********** account on November 11, 2022. As such, Vivint has refunded ********************** her November payment of $51.47 which she should receive within **** business days in the form of a check.A representative from Vivint has contacted ********************** via email should she have any questions or concerns.
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:11/07/2022
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.
211 days ago on May 17th I cancelled my account in writing. After many calls to them to cancel the account they were still withdrawing money from my account into August September. I cancelled my card with the bank as they were still taking payments after my cancelation of the account. Now November the 7th the have creditors calling me for non payment from the last 2 months. I have argued with the company. Now they are saying it is in process but to late for my credit score they filed collections on me when they actually owe me money. I have email confirmation that my account was canceled on May 17th. I have been harassed by collections. Numerous hours on the phone.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18372332
Complainant: **** Toth
Vivint Account #: *******
Date of Agreement: November 28, 2018
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, ************ explains that she cancelled her account on May 17, 2022, in writing but she was still being charged. ************ desires compensation, refund, and correction to credit report.
A legal representative from Vivint has attempted to contact ************ via email and phone to resolve her concerns. Vivints record indicates that Ms. ***** account was cancelled and a refund in the amount of $186.62 was sent via check on November 11, 2022. ************ 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:11/07/2022
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've been an existing Vivint Smart Home customer for over 6 years now. In May of 2022 I had a Vivint door to door rep approach me about purchasing solar panels through "Vivint Solar". The rep that day was perfectly pleasant and I had no issues with. In our discussion I told him I would be open to adding solar but not before resolving my existing Vivint Smart Home issues. My issues with Vivint at that point in time was that my doorbell camera stopped working, some sensors were flasing that they needed batteries, and when i turn on my alarm it will randomly set itself of in the middle of the night. You can look back in my Vivint history, I have been paying over $50 dollars a month for a service I havent utilized as far back as I can recall. Why would I add a 40k solar system if the base services I'm already paying for are not functional?The rep made a call to his boss and they agreed to give me a $500 dollar allowance to fund replacing my cameria, etc. We sat, went through the product catalog, and made all selections. At this point I agreed to move forward with the solar and we parted ways.I wait several weeks for some communication from Vivint in regards to the new equiptment, but nothing. I finally call them and nobody has any idea about this $500 dollar credit. I told them who assisted me, and asked if they could please reach out, and I;m sure the guy would be happy to clarify. I have called at least 4 times in the last six months for resolution, and everytime someone tells me they will look into it and reach out, but nothing happens. Additionally, the solar they sell is just given away to a thrid part provider and I have had more problems with them than Vivint, but Vivint can't help as "they are not responsible for the 3rd party". I feel like i was taken advantage and commited to a 40k purchase that nobody can help me get up and running. I wasn't supposed to pay for anhything until the panels produce, my 1st payment is due in 2 weeks and no working panelsBusiness Response
Date: 11/02/2022
November 2, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18308455
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 29, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
Mr. ******** complaint has been forwarded to Vivint solar for further assistance. A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve his equipment concerns.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of forty-eight (48) months. This shows a monthly services fee of $65.99, plus applicable taxes, during that term.
****************** may contact ********************************** / ************) directly if he 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 LegalBusiness Response
Date: 11/09/2022
November 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18308455
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 29, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
Mr. ******** complaint has been forwarded to Vivint solar for further assistance. A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve his equipment concerns.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of forty-eight (48) months. This shows a monthly services fee of $65.99, plus applicable taxes, during that term.
****************** may contact ********************************** / ************) directly if he 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:11/07/2022
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 made a payment of $60.79 on 11.01.22 which was what my account showed due. The following day on 11.02.22, an automatic payment of $107.26 was also taken out of my account. Both of these payments have cleared through my bank account, yet Vivint is saying that they show no record on their end of the $107.26 payment. I called billing and told them the situation and they asked me to e-mail them proof of the $107.26 payment coming out of our bank account, so I did that and once they saw it to be true they told me I would be getting a refund.
To date 11.07.22, I still have not received a refund for the over payment, and they've now added late fees to my account and show my balance as $46.47 past due. On top of all of this, I have been getting constant calls and voicemails daily from Vivint stating there's an issue with my account.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: ****
**********
Vivint Account #:
*******
Date of
Agreement: 3/11/2019
To Whom It May Concern:
I
have reviewed the information provided by Mr.
********** and appreciate the opportunity to respond.
In
his complaint, Mr. ********** explains that his account was wrongfully charged
$107.26. Mr. ********** requests a refund of this amount.
Vivint’s
records indicate that on November 8, 2022, Mr. ********** was issued a refund
of $107.26 which he should receive within 7-10 business days. Additionally, Mr.
********** now has a credit of $70.79 on his account.
A
representative has contacted Mr. ********** via email. If Mr. ********** has
any questions or concerns, he may contact the representative.
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: 11/14/2022
Complaint: ********
I am rejecting this response because: I have not received the refund to my bank account as of 11/14/2022. I will keep this complaint open until that happens.
Sincerely,
**** **********Initial Complaint
Date:11/07/2022
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.
We canceled our service August 5th. They continue to charge our bank account. This is fraudBusiness Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18370981
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: April 4, 2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she cancelled her service on August 5, 2022. She states that Vivint has continued to bill her. ****************** desires a refund.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has processed the cancellation of the account effective September 5, 2022 as the cancellation process takes thirty (30) days. ****************** will receive a refund of any payments made from September 5, 2022 to the current date.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on April 4, 2018. Records indicate that ****************** requested cancellation of the Agreement on August 5,2022. Records show that October 7, 2022 ****************** sent in confirmation that her equipment was paid off. November 7, 2022 the Notice of Cancellation was not yet received. Vivint policy requires the Notice of Cancellation to be on file to provide cancellation of the account.
Despite the listed information Vivint has provided cancellation of the account backdated to September 5, 2022. ****************** has no further obligation to Vivint and 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 LegalCustomer Answer
Date: 11/14/2022
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. Although some of the dates were inaccurate. I sent in the payoff letter August 6th 2022. But regardless I'd like this to be finalized.
Sincerely,
*******************************Initial Complaint
Date:11/07/2022
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.
After a miss charge to the wrong account after the purchase of a piece of equipment, 2 weeks of calls and hours on the phone ended up returning the piece of equipment. They still never refunded the $380. It took 3 more weeks and 4 more hours to finally get them to send me a refund check. Because of the issues I was promised 1 month free service and to clear the current balance of $63. That was never done. 4 more hours of calls and because of the continued issue was promised 2 months of free service, and clearing the balance of $63 for service. I continued to receive collections calls from them of a past due balance at this point of over $130, I am now on 9+ hours of calls as they STILL 3 months later have not cleared the balance or provide the 2 months of free service and I am still getting collections calls.Business Response
Date: 11/11/2022
November 11, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: June 6, 2020
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** to assist. Vivint’s representative has corrected the billing and applied a credit to cover the month of December and $25. Ms. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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