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
- 8,552 total complaints in the last 3 years.
- 3,064 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:11/07/2022
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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.