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
- 8,559 total complaints in the last 3 years.
- 3,058 complaints closed in the last 12 months.
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Initial Complaint
Date:10/17/2025
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.
Amount charged to an opening of a credit retail company.
Salesman lied about a no contract account to Vivint
Business Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ****** and appreciates the opportunity to respond.
We have contacted them and our representative is actively working with Ms. ******.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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 am requesting a refund of $101, representing two months of service charges, for a period during which my Vivint system was not working properly. Despite multiple attempts to resolve the issue and contact management, including Sean (manager), I did not receive assistance or a callback.
Since the system was nonfunctional and service was not provided as agreed, I am requesting a full refund for those two months. Please confirm receipt of this message and provide an update on the refund process.
Date of transaction months of August and September.Business Response
Date: 10/20/2025
October 20, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. **** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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 been a customer for 3 years with Vivint. On 10/6/25 I called to cancel my service with them. After receiving a lot of pushback from the agent, he confirmed he cancelled my service. However I called again today 10/16/25 and found out the service wasn’t cancelled at all, even though he explicitly confirmed it was and provided a confirmation number of ********* on 10/6/25. So now they told me I will be charged twice more for the service that I was already told is cancelled. I’ve already been charged $28.14 on 10/14/25, and the agent today said I’ll be charged once more in November. All I want to do is cancel and they have provided terrible customer service throughout the whole process. The woman today just kept trying to change my mind about cancelling/offering to provide a good deal to me if I resubscribed. Worst customer service I’ve ever had. Please cancel my service permanently.Business Response
Date: 10/17/2025
10/17/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24027193, and find that this resolution is satisfactory to me.
Sincerely,
***** **Initial Complaint
Date:10/16/2025
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.
On July 15, 2025, I contacted VIVINT to cancel my alarm service. The call was recorded and we did a verbal cancellation which VIVINT has record of it. I had to pay for the month of July and I would lose access to the app which I was fine with. On today date, October 16, 2025, I noticed that VIVINT has been charging me $22.99 a month for service I requested to cancel. I contacted VIVINT and they confirmed that I did request the cancellation in July but for me to show that I received an email from them because my account is still active even though I requested the cancellation. I do not have the email because I have since deleted it thinking my business with VIVINT was done with. They just resubmitted my cancellation and again sent me an email stating the cancellation is “for review.”
It is not right that VIVINT has annotations in their system of the cancellation request since July yet they refuse to reimburse me because I do not have the email.Business Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ********* and appreciates the opportunity to respond.
We have made an attempt to contact them via phone and email; however, we have not received a response.
To further address this matter, they may contact Vivint’s representative with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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 few months back I contacted Vivint to cancel my alarm system as we really don’t need it anymore, and the fact that when we signed up for it years and years ago we were told the bill would be 34.99 and we would be locked into that as long as we had the service. Fast forward I am up to 50.99 for a service I don’t use much. When I called to cancel the gentleman on the phone said he could drop our bill down to 25$ to make up for it. I agreed to keep it as 25$ isn’t much as a back up should we have issues and want use it. We were also supposed to get 2 months free. We never got any months for free and the monthly price never changed from the 50.99. I called back and again requested to cancel. After 25 minutes of let us make this right and make this up to you by providing me with “deals” I still declined and asked to be cancelled. The customer rep commented that oh you are really going to cancel. After the hold I was informed that I was in a new contract from the call months early that lowered my bill. I was not clearly informed I was agreeing to a new contract. The customer rep would not provide me with a supervisor to handle the situation and I was told I could pay 151$ for early contract cancellation or they could credit me 100$ for not lowering my bill and then have the bill adjusted to the 25$ for the rest of the contract. We were into about 45 minutes in at this point, and agreed and also asked for a confirmation email on what we had discussed so it could be referred back to in the future. I have seen no such email. I would truly rather part ways with this company vs being held hostage by shoddy customer service tactics.Business Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ******** and appreciates the opportunity to respond.
We have made an attempt to contact them via phone and email; however, we have not received a response.
To further address this matter, they may contact Vivint’s representative with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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.
Company refusing to let me cancel and continues to charge me each month after breaching their contract with me by failing to provide working equipment for over a year. I attempted to resolve the issue by buying their protection plan and purchasing a new piece of equipment (also faulty). I was abandoned during install of the new piece of equipment. I paid for all equipment in full, even sent that equipment back to their HQ, and have given several notices of cancellation. The system was replaced with another provider and they continue to bill me a monitoring fee even though I have none of their equipment installed any longer.Business Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ****** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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 was told I was paying cash and a one time payment of $453.28. Then received a statement in the mail showing I owe four payments of $426.47. I was lied to by their employees.Business Response
Date: 10/23/2025
October 23, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ****** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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 am trying to cancel my service and keep getting the run around with them. I was supposed to receive an email from them to cancel my service, but they never sent it. I am ok with continuing to pay the citizens pay contract i have, but if I am no longer being provided service, i will not continue to pay their fee.Business Response
Date: 10/23/2025
October 23, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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.
Vivant will not cancel service we have been paying for we would like a full refund from the date of 07/04/2024 till nowBusiness Response
Date: 10/24/2025
October 24, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ***** and appreciates the opportunity to respond.
In the complaint, Mr. ***** has requested cancellation due to moving and attempting to cancel since 2024.
Vivint’s records show there are no calls into support in 2024 from any numbers on file. Vivint's records show a call from December 2023 in which there was a discussion of a move. In order to investigate further, Vivint requires an alternative phone number that may have been used to contact Vivint.
A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. A Vivint Representative has spoken to Mr. *****' spouse who has stated she has Power of Attorney. Vivint has requested Power of Attorney documentation in order to proceed with any resolutions.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/16/2025
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 recorded all phone calls between Vivint & myself.
5/3/25 we signed up for Vivint security system. Cost was $2778.71 for equipment, $16.47 for 6 mo of service and $36.47 after 6 mo. The sales rep said we had 30 days to cancel with no fees. After the 30 days we could pay to keep the equipment, or have the equipment returned with a fee. He also said it didn’t require WiFi & to contact him for anything we needed.
5/30 reached out to him to cancel. No response.
7/16 talked to sales rep and customer service(CS). CS said we had 3 days to cancel, not 30 & to cancel now would be about $1500. Our sales rep said he’d talk to CS. We never heard back.
7/30 called CS. They hadn’t heard from our sales rep & said they would reach out. They said he had 48hrs to respond.
8/1 called CS. They said they hadn’t heard from rep. Told us they’d reach out when they heard from him. We didn’t hear back.
9/17 called CS.They told us they would reach out to our sales rep’s manager to get the 30-day cancellation period cleared & to look for an email in the next 24-48 hrs. He told me with verification, he would cancel our membership at no cost & refund us. We didn’t hear back.
10/1 called CS. They said our sales rep denied giving us 30 days & if I had proof, to send it in.
10/7 text sales rep we wanted to talk.
10/8 called CS. Told them I had recording to verify sales rep gave us 30-day. Upon their review of recording, he said there was nothing they could do. Even though the sales rep gave us 30 days, we reached out to him & not CS. I told him we reached out to our sales rep because he told us to. I said if our sales rep responded in the 48 allotted hrs, we still would’ve had time to call CS & cancel. I reiterated what CS told us on 9/17 & we did what he requested. I said we had done everything we were told to do by our sales rep. CS told me the best thing he could do was file a customer complaint. I asked to talk to legal. He said I couldn’t talk to legal without an attorney on the line.Business Response
Date: 10/25/2025
10/25/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24022497
Complainant: ****** ********
Vivint Account #: A-********
Date of Agreement: 5/3/2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In the complaint, Ms. ******** states that the Sales Representative offered a 30-day trial period.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement on 5/3/2025. Vivint’s records show the account is Within Terms as of 5/7/25. This Vivint account has 54 remaining contract terms.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint agrees to offer the Buyout Promise to Ms. ********.
To resolve this matter, Vivint agrees to the resolution as stated above. Ms. ******** may contact Vivint’s representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/29/2025
Complaint: 24022497
To Whom it May Concern,
I am rejecting this response because:
We supplied **** ******* with audio recordings of
1.) affirmation of 30 day trial/cancellation with Vivint sales representative
2.) verification by Vivint Customer Service team of previous recording being sufficient evidence that 30 day trial/confirmation was given
3.) Vivint Customer Service telling us verification of 30 day trial/cancellation was all they needed to cancel our account at no cost and to refund us for everything.
To resolve this matter, we continue to require that Vivint honor their word and cancel our account at no cost and refund us for everything, as was assured to us by Vivint Customer Service.
Sincerely,
****** ********Business Response
Date: 11/04/2025
10/25/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24022497
Complainant: ****** ********
Vivint Account #: A-********
Date of Agreement: 5/3/2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In the complaint, Ms. ******** states the Sales Representative offered a 30-day trial period and she has recordings
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement on 5/3/2025. Vivint’s records show the account is Within Terms as of 5/7/25. This Vivint account has 54 remaining contract terms. After reviewing the recordings and recorded calls, it appears that the sales representative did not confirm a 30-day trial period in the recordings you provided. The representative did mention they would reach out to our Customer Loyalty department on your behalf. However, it was clarified that a 30-day trial was not offered, and the standard cancellation policy applies.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint agrees to offer the Buyout Promise to Ms. ********.
To resolve this matter, Vivint agrees to the resolution as stated above. Ms. ******** may contact Vivint’s representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 11/05/2025
Complaint: 24022497
To Whom it May Concern,
I am rejecting this response because:
Again, we supplied **** ******* with audio recordings of
1.) affirmation of 30 day trial/cancellation with sales representative
2.) verification by Vivint Customer Service team of previous recording being sufficient evidence that 30 day trial/confirmation was given
3.) Vivint Customer Service telling us verification of 30 day trial/cancellation was all they needed to cancel our account at no cost and to refund us for everything.
I have transcribed a portion of the conversation with the sales rep for your ease.
Me: “I remember just specifically asking if it was cancel anytime and we had this conversation, um, about if it was not in the thirty days that it would either be paying off- that we had the option of paying off the equipment”
Sales Rep: “equipment”
Me: “or”
SR: “uh huh”
Me: “doing the de-installation fee and so”
SR: “uh huh”
Me: “when we called-”
SR: “that’s the $600 that I was telling Houston”
Me: “Right. The $600.”
Again, the sales representative affirms 30 days. Not only does he affirm the 30 day cancellation, but supplies words and amounts for us. Had he not offered 30 days, he would have said that in the corrections he was already making.
He also affirms that he told us if we wanted to cancel outside of the 30 days, we had the option to return the equipment and just pay the de-installation fee. To which he quoted us $600.
Again, the Vivint Customer Service Team already reviewed the entire call and verified that we were given 30 days by our sales representative. Again, I included a portion of that call as well.
To resolve this matter, we continue to require that Vivint honor their word and cancel our account at no cost and refund us for everything, as was assured to us by Vivint Customer Service.
Sincerely.
****** ********
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