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.
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:10/15/2025
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 charged 47$ which was in excess of my 34$ rate. I called to cancel. They said ok and refunded me, but then illegally re-charged me. I called again, to fix it they sent me a motion sensor but illegally and illegally extended my contract for another year and told me that it would be 22$/month because I'd get a 25$/month credit and it never post, every month I have to call every day about this credit and they lie and tell me I will get it later then it never comes. I want my $47 refunded and this contract cancelled and delete my card or we will be going to court. I am so sick of this criminal company. I will fight this till I die and leave you every bad review every where I can.
Business Response
Date: 10/22/2025
October 22, 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 are actively working towards a resolution with the customer.
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:10/15/2025
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.
We have been trying to cancel with Vivent for almost a year. Vivent has been claiming we are receiving service even after confirming that the app and service (camera's, sensors, doorbell, water heater/ water sensors, motion detectors, and app services) have not been working for a year now. There app for the camera's, doorbell, garage sensors or any house sensors have not worked. With multiple calls for troubleshooting and assistance with a technician. We have requested a technician and we took off a day waiting for a technician and the technician did not arrive. Vivent claims after every call to cancel and refusing to cancel even though we do not have any balance due for any equipment other than a service we have not been receiving. After any call to cancel, the agent on the line refuses to cancel and goes on a rant of other options to purchase additional equipment and promotions. We have refused all promotions and have requested a cancellation. We have not had any service and have only had multiple issues with equipment that does not work, we've been on multiple calls with Vivint and they agree that the service does not work and they will try to resolve the issues and have not had any positive outcomes. They have charged us every month this year up to July and are currently telling us we cannot cancel until we pay $69.30 for the month of July, Aug, Sept, Oct in a total of: $225.40. The agent on the phone said they know we haven't had a service and that any time we have called we were in a hurry, despite being on the phone for over an hour and a half trying to cancel each phone call. They told us again they cannot cancel until we now pay for a service we have not been receiving after trying to cancel this all year. We begun having issues last year. We would like to have this resolved.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 the resolutions have been provided to Mr. ******* and his spouse. They have requested time to review the 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:10/15/2025
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 Friday, Octoberm11, 2025 at 11:10pm, I received a text from Navy Federal Credit Union regarding a charge of $140.38. Navy informed me that Vivint used your checking account information for this charge. I informed Navy I DID NOT AUTHORIZE THIS CHARGE. I never informed them to keep my credit card and/or checking account information on my account. I did not receive a text message/email/call before and after the charge. I'm
as on the phone with Vivint Customer Service on Saturday, October 12, 2025, for 4 hours. No manager was on duty during the 4 hours. The customer Service Representative was rude, unprofessional, playing games did not want me to speak with a manager. I asked to speak with Billing Department it was closed on Saturday and Sunday. He informed that he noted my account to have Billing Department to call me on Monday, s of today no one from Billing Department called regarding this unauthorize charge and why my banking was saved without my permission.
I called Billing Department on Monday, after I have not heard from them. that was the PHONE CALLS FROM HELL. I SPOKE WITH OVER 6 PEOPE TO get a manager on the phone. This is crazy called over 6 different number to get someone that speak English so I can explain what's going on with my account. As of today, still waiting for help. The technical came to put in a new service equipment after speaking with a manger,
I HATE VIVINT customer service, the employees are rude and not PROFESSIONAL AT ALL. I DISGRUTED WITH THIS COMPANY AFTER IT WAS SOLD TO A DIFFERENT COMPANY. I'M SO PISSED OFF WITH THIS ISSUE 4 days of this disrespectful.Business Response
Date: 10/16/2025
10/16/25
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 ResolutionsInitial Complaint
Date:10/15/2025
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 applied for a trial with vivint and when I tried to cancel within my trial period they pressured me into keeping the service even though I notified them 3 times of my intent to cancel. I had ADT as a service and wanted to keep ADT but Vivint cut the cord to my cameras. Giving me mo choice but to wait until they came back to use my ADT camera again which hasnt happened. They still haven’t bought me out of my ADT contract yet. I had no need for the service and I figured that out after the first week when the thermostat they put in made my A/C go outbut when I called in and asked them to cancel and for them to come pick up all of the equipment they said that they wouldn’t be able to fix it that day. They told me to hold on a bit longer while they had a tech come and try to fix it. Once again not listening to my wants to cancel.Business Response
Date: 10/21/2025
October 21, 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:10/15/2025
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.
Vivint promised to give me a refund from April 2025. I have had to call three times since then, and everytime, they promise that the check would be in the mail within 7-10 business days. I am still waiting for the check in October 2025!!! This is not a company to be trusted!!! Please go with a competing company. Vivint makes promises, escalates the issues to 'managers' and even then, nothing gets resolved. I canceled my account and they still were charging me for months after I canceled. I spoke to Nel whose manager is Arm, and in October, they are telling me that they must apply the credit to my account, and then, get this, I MUST call back, and REQUEST a check?? You mean the same check that was in the mail in July, August, and September? Please save your time and money. There are much better companies that offer better customer service and won't have you spending 1 to 2 hours a month requesting a refund. I recorded the conversation in October for a reason. I will submit it to the BBB if requested.Business Response
Date: 10/21/2025
October 21, 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:10/15/2025
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.
We had Vivint install a camera security system on Oct. 8th. The installer was in a hurry to leave for out of town and he did not check the cameras range of vision. The app on our phones did not work correctly and would not receive the signal. The cameras did not pick up motion as we were told they would. We called the local manager on Friday, Oct 10th, and left a message for customer support. No one responded. We called again on Monday, and again no one responded. On Tuesday we called the installer that said he was being transferred and was now in Texas. He assured us he would call the district manager and get in touch right away. WE HAVE HEARD FROM NO ONE! We are putting a stop pay on the credit card payment we made for the equipment installation. We have since looked at reviews on line and see a poor record of customer service. In short, we paid over $3000 for the cameras and have had no follow up in 4 business days to address our concerns. We are thinking we have been scammed! We don't even know if Vivint is a legit business. Please help us resolve this problem. The contact info we have is ***** at Vivint at ************. The installer was ****** at ************. Thank you very much!!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 him and are actively working towards a resolution.
If he has any questions or concerns, he 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:10/15/2025
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 got called to update my cameras (2 outdoor cameras & a doorbell camera) , was told I wouldn’t see a change in my bill and that I would be discounted the difference of the bill. I okayed the cameras. I got a bill for $1,252.33. I told them I wasn’t supposed to get a bill, it was a monthly plan. They then said in order to correct the issue I had to get a line of credit and I would get the cameras, the flood lights, the indoor camera, and the doorbell for the agreed upon price of $1,200, nothing additional. After I got the flood lights and the indoor camera installed, I got an additional bill for $1,322.07. I have had multiple phone calls regarding this issue and have yet to receive my refund, even after Vivint played back my conversation with and agreed I was overcharged, I am being sent in this cycle of you will get a call or email within 3-5 business days or 24-48 hours and I have not received a call nor an email. I talked to a woman named **** ******, September 19, 2025 at 12:48:52pm and the promise was made at 31:41 minutes into the call. Multiple Vivint representatives have listened to or read this call and they will not give me a refund and I still have all the charges on the credit account I opened up solely based on the equipment they were giving me for the price that was agreed upon. This has taken out a lot of my time and i am only asking for what they offered me and agreed to in the first place. I wouldn’t have had to go this far if I didn’t have to call over this issue over and over again and see 0 results.Business Response
Date: 10/21/2025
October 21, 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:10/15/2025
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 purchased two Car Guards and a Vivint home security system with subscription service. Since mid-2025 the system has been repeatedly unreliable: devices intermittently disappear from my account, require re-setup, and leave me without visibility for days to weeks. During an alarm while I was out of town the indoor camera—though showing online—was inaccessible (endless loading), DVR playback for that alarm was missing, and the backyard camera was down for four weeks. Driveway and doorbell cameras went offline during the same incident, forcing two panel restarts while I coordinated with responders. I spent over five hours with customer support attempting to get help, including more than three hours calling to secure a technician; I ultimately had to initiate contact repeatedly before a technician was dispatched. A technician attended and resolved some issues, but the indoor camera remains unusable and the disruption undermined system reliability and my safety.
The company initially said refunds for discontinued equipment are uncommon, then offered a credit described as “about eight months of service” for the two Car Guards. That offer was not documented in writing, no specific dollar amount or equivalence to my purchase price was provided, and no credit has posted to my account. Separately, a Vivint Protection Plan was added to my account without my consent; customer service in Lehi could find no record that I authorized this plan, yet it remains active and I have not received reimbursement.
I request a full refund or account credit equal to the original purchase price for both Car Guards; compensation or credit for subscription fees covering periods when devices were nonfunctional; immediate removal of the unauthorized Vivint Protection Plan and refund of any related charges; and written confirmation of all refunds, credits, and processing dates.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 Mr. **** and appreciates the opportunity to respond.
We have contacted him, and a resolution is being actively worked towards with Mr. ****.
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:10/15/2025
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 initiated contact with Vivint a few months ago when I was looking at different security camera companies. Once I received a quote, I informed Vivint I was not interested. When I informed the representative I was not interested every time they called, they continued to ask me questions about why I am looking at camera systems and that they have a discount for me to use. All of this information can be confirmed on the recorded calls between myself and these representatives.
Since, I have been called dozens of times, even though I requested to be taken off of their call list and informed them I was not interested. I was put on the no call list twice, and the customer service representative said it was illegal to still receive calls. I have since been called twice after asking for the second time to be put on the no call list.
This is completely unacceptable, unethical, illegal, and spam at this point, which I have NEVER encountered with any other business. I would like to file a complaint against Vivint so they can address their illegal practices and so I can stop being called by this business. Thank you for your time.Business Response
Date: 10/21/2025
October 21, 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:10/15/2025
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.
My home has been vacant and currently made Into a rental property. I’ve had Vivent security on my home since 2024 when living there myself. The home has been vacant since 09/12/2025 and monitored by me from the app. Just this past weekend, 10/11/2025 the home was entered into somehow and the alarms were tripped. I did not receive notice. Again on Monday, 10/14/2025 the home was somehow accessed and entered into while I had it set for “armed away”- TWICE. I contacted Vivent to discuss my concerns with their faulty security system and the issues I’ve been having. I requested to get the system pulled from the home and their immediate reply was to comp me 2 months of billing instead. I reiterated that this is a risk to my tenants and the property and they suggested to replace the system when I had asked to cancel it entirely. When requesting to cancel they disregard my concerns and come up with rediculous solutions that tailor to them. This system is a security risk to my property and my current tenants that have moved in on 10/14/2025. Their customer service is nonchalant and does not care about the customer or the security of the property. I have no documents because the customer service representative refused to send an emails verification or provide their name. I’m filing this complaint to get this system off of my home for good.Business Response
Date: 10/16/2025
10/16/25
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 Resolutions
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