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.
- 3,056 complaints closed in the last 12 months.
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Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:10/15/2025
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.
When I purchased my home in 2022, the Vivint Smart Home Security contract from the previous homeowner was transferred into my name — I never personally signed a new contract with Vivint. My understanding was that the agreement would end in 2023.
In 2024, due to financial hardship, I moved out of that home but continued making payments to Vivint for several months even though I no longer lived there. I called Vivint in July 2025 to notify them of my move (which occurred at the end of 2024), request cancellation of the service, and ask for reimbursement for the months I paid this year after moving out. During that call, I was told my contract had been “extended,” which I never authorized or signed any paperwork for. I was assured a manager would call me back, but I never received that call.
In October 2025, I received a text message stating my account had been sent to collections for a balance of around $200. When I contacted Vivint, I was transferred multiple times before finally speaking with someone who confirmed my account balance was actually $0. Despite this, my name had already been submitted to collections.
I called again in October to dispute this and was told I would receive a manager call back within 24–48 hours — but again, no one called me back.
Desired Resolution:
Immediate removal of any collection activity or negative credit reporting tied to this account.
Written confirmation that my account balance is $0.
Reimbursement for the months I paid for service after moving out.
A formal apology for the mishandling of my account and lack of follow-up.
Summary:
Vivint transferred a previous homeowner’s contract into my name without my consent, falsely claimed my contract was extended, failed to honor call-back promises, and wrongfully sent my account to collections even though I do not owe a balance. I am requesting BBB assistance to resolve this matter and clear my name.
Business Response
Date: 10/23/2025
10/23/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24018495
Complainant: ***** ******
Vivint Account #: A-********
Date of Agreement: 8/19/2022
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 pull the Vivint account from collections and waive the outstanding fees. 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: 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.
Aug 7 I was defrauded into signing an agreement with an outdoor sales agent. The agent told me so many things that just were not true. He told me that my credit would not take a hard pull and that turned out to not be true. My credit score dropped 15 points. Then I was not aware of this company until documents were signed that I would be billed my a whole other entity. I also was very sure that I didnt want any new accounts appearing on my credit report because I am under credit repair and the agent told me it would not appear on my credit. I even turned him down because he was unsure if it would appear and then he came back said his supervisor said that it would not appear on my credit. That was not the truth, a 4000 tradeline was added to my credit showing over 50% usage due to the equipment being so expensive, he didnt even inform me of equipment prices as well. I know that deceptive trade practices were used to get me to sign up and I would like this company to be held liable. I would like for them to close my account with a 0 balance and inform all bureaus to remove this account from my credit. The employee who is working for them is a disgrace to the company! He also promised me that if I sent him referrals he would pay me $200 per person. I referred a client of mine and reached out to him and now he is avoiding me as well. This company is super stressful, They had me sign up with them and I had no clue I would have to pay bill portions. One with them and then another with fortiva! I reached out in late august about these issues and nothing has been done. They are welcome to come and pick up this equipment as well! If the actions above arent done, I will proceed to next step. I also would like for them to pay me my referral fee that was promised by their agent!!! I also have everything via text messages from the agent ******.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 a resolution has been agreed upon at this time. If Ms. ******** chooses to move forward with legal action, her legal representation may reach out to Vivint's legal department.
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.
Business Name: Vivint, Inc.
Address: 4931 North 300 West, Provo, UT 84604
?
Complaint Summary:
Requesting cancellation of Vivint contract without penalty due to failure to provide working service for over a year and a half, despite repeated attempts to resolve the issue.
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Complaint Details:
I have been a Vivint customer for over a year and a half and have continued to make monthly payments even though my home security system has not worked properly for most of that time. I have contacted Vivint customer service multiple times to report the issues, and although they promised to fix the system, it remains nonfunctional.
Despite paying for a service that does not work, Vivint refuses to release me from my contract or offer any credit or refund for the time my system has been down. I have spent countless hours on the phone with their support and retention departments with no resolution.
At this point, Vivint has failed to provide the service I’m paying for, which I believe constitutes a breach of contract. I am requesting that Vivint:
1. Cancel my contract immediately without penalty or further charges, and
2. Stop any automatic payments, and
3. Provide reimbursement or credit for the period the system has not been functioning.
I have documentation of service calls, support tickets, and correspondence showing that the system was not working and that Vivint did not resolve the issue.
?
Desired Resolution:
• Full cancellation of contract with no early termination or penalty fees
• Refund or credit for months without working service
• Written confirmation that the account is closed and will not be sent to collectionsBusiness 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. Vivint will continue to work with Mr. ***** to ensure his system is functioning properly.
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.
A sells person came to my door and explained the I would have to pay the $ 41.12, I asked if that included the monitoring . He stated that yes after the Fortiva was paid my bill would be $20.00. On 5/15/2025 $1.48
7/15/2025 $1.78
8/15/2025 25.13
9/16/2025 25.13
10/15/2025 25.13
was taken out of my bank account. each time I am told they will look into it. Today I called to talk to them. I explain that I want this charge to stop. I also stated that I don't want the service at all and that they can come the their equipment, they inform me that the 90 days is up I can not do that. At this point I realize that they are scamming me. wait for the 90 days then add on the extra charge. I tried to tell them I would pay the equipment off buy wanted the monitoring to stop. They insist that I have to pay for the monitoring till the Fortvia is paid off. At this point I want all their stuff taken out and my money back for the monitoring that they charged me. Keep the Fortvia payments that have already been made since that is what I agreed to 41.12 a month. No more payments from now on to anyone. I tried to be reasonable with them but they seem to be ok with ripping people off.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:10/14/2025
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 subscribed to Vivint home security service from 2015 to (unfortunately) present time. In March 2024, my touch screen control pad failed. Their technician came and sold me a new controller, upgraded from my old unit. It cost me around $1400, and I signed what I thought was a contract to pay for this unit. I sold my house in March this year, and when I tried to cancel, I was told that I had to pay off the equipment charge, because Vivint didnt take them back. I thought that would take care of my obligation, so I paid the remaining $700. After paying this amount, I tried to cancel again and found out that Id still have to pay another $800 to cancel the 39 months left on my 60 month contract, which I did not know I had. Vivint misled me, and took advantage of the fact that their equipment failed to con me into a lengthy contract. I believe that their business practices are dishonest and misleading.Business Response
Date: 10/15/2025
10/15/25
Better Business Bureau of Utah 3703 W 6200 S
**************, **** 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 Vivints representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
Date:10/14/2025
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.
A sales rep came to my home to discuss switching from my previous provider. He told me the installer was down the road and would arrive in a few hours. I explained I had to leave soon but my wife would be home. When the installer arrived, we discussed what equipment would be installed and what still needed to be ordered. I told him I was told everything would be done that day, but he said he didn’t have everything. I specifically asked about the 3-day right to cancel, and he said it wouldn’t start until the installation was complete.
The installer did part of the job, left the main control box sitting on my bar (not mounted), and said he would show my wife how to use the system and app but never did. Later, he texted me saying everything was done and asked for confirmation by text, even though the job wasn’t complete.
They scheduled to return two weeks later on a Saturday to finish the install between 10–12. No one showed up. I called and was told the installer was “on the way.” After waiting over four hours, I called again and was told the installer cancelled the appointment and falsely reported that I had cancelled.
Due to the poor service and miscommunication, I requested to cancel everything. I was then told my 3-day cancellation window started from the first visit, even though the installation was incomplete. I explained that I didn’t have all the equipment or working service, but they said if I canceled, I would owe $3,000.
This is misleading and unfair. The sales rep and installer misrepresented the installation timeline and the cancellation policy. I do not have a completed system, and I should not be charged any cancellation fees.
I am requesting the company cancel my service without penalty and either pick up the equipment or provide instructions to return it.
I am being told by their loyalty dept. that I need to contact the sales rep from text he sent me to ask for a 30 day right to cancel instead and don't know why the company isn't doing this.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 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 ResolutionsCustomer Answer
Date: 10/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24015718, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:10/14/2025
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.
The door to door sales man, stated that the total amount of products we were buying was nearly $2000. DVR was included in the package at no extra cost, it was standard he stated. No labor charge, and they would buyout our ADT contract. No extra cost to me. they double billed us. Called, verified the items on the billing invoice, it does not add up to 3896.00 that they sent to a finance company. Spoke with upper management, they stated they are charging us in addition to the equipment (we did not receive all of it) an early cancellation fee. Stated it was the difference in the $2000 we were quoted. They are charging us for a what if we cancel within the 60 months the entire time we have the contract. This was not explained to us or discussed. We only bought a few pieces of equipment and not a package. The original sales man has ghosted us. They refuse to transfer us to someone in the USA, says there is no one. They refuse to get us to their supervisor. We recorded the call. We would like this entire amount gone. Them to never contact us again. No supervisors, really? i never heard of that, there is always someone over call centers.Business Response
Date: 10/17/2025
October 17, 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 discussed different options for his account. We have a call scheduled for next week where we will discuss what Mr. ********* and his wife have decided.
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:10/14/2025
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 have requested multiple times to cancel this service as my contract has been up for several months. the company repeatedly try's to sell me other services and transfers me multiple times without canceling. Vivant continues to bill me monthly for services at an address i have not lived at for 3 years.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.
In the complaint, Mr. ********* has requested cancellation of his account due to no longer living at the residence for over three years.
Vivint’s records show in 2022, Mr. ********* contacted Vivint to cancel and was informed of a takeover option, however there are no other attempts for cancellation until 2025.
A Vivint representative has attempted to reach Mr. ********* to assist with this matter via phone and email. Mr. ********* has decided to not verify his account, and the representative was unable to provide any account information or resolutions. After reviewing the account, Vivint is prepared to offer to expedite the cancellation and refund the overdue balance in goodwill, pending account verification and acceptance by Mr. *********. However, Mr. ********* has agreed to have his information added to the internal Do not Call lists.
Mr. ********* may contact Vivint’s representative with any questions or concerns he may have.?
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 ResolutionsBusiness 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.
In the complaint, Mr. ********* has requested cancellation of his account due to no longer living at the residence for over three years.
Vivint’s records show in 2022, Mr. ********* contacted Vivint to cancel and was informed of a takeover option, however there are no other attempts for cancellation until 2025.
A Vivint representative has attempted to reach Mr. ********* to assist with this matter via phone and email. Mr. ********* has decided to not verify his account, and the representative was unable to provide any account information or resolutions. After reviewing the account, Vivint is prepared to offer to expedite the cancellation and refund the overdue balance in goodwill, pending account verification and acceptance by Mr. *********. However, Mr. ********* has agreed to have his information added to the internal Do not Call lists.
Mr. ********* may contact Vivint’s representative with any questions or concerns he may have.?
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:10/14/2025
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.
They withhold information on how long the contract would be. They never said that there was another party that I will be in contract with. for five years. They also started taking money out of my account before they were suppose to I called them and let them know I wanted to cancel my contract due to the fact I had lost my job I was supposed to have a 90 day trial period. it was not oared at all I receive the service September 22,2025 .I have called them multiple time to discus this issue yet they still will not let me out of the contract I am not working so this is going to affect my credit score .Fortiva is the second company they are with that also would not allow me to get out of and this was something I was not aware of I also called them but they would not hear anything I had to say . How can I pay for a service if I'm not working nor have any help!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.
In the complaint, Ms. ***** has requested the cancellation of her account due to a promise for a 90 day trial period and no disclosure was given of a line of credit. Ms., ***** was unable to cancel within the trial period.
Vivint’s records show a 90 day trial was not given on the account and the Pre-Install Survey as well as the Terms of Alarm Monitoring, Install and Sale were signed and acknowledged.
A Vivint representative has attempted to reach Ms. ***** to assist with this matter via phone and email.
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:10/14/2025
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.
They do not inform you how long the contract is.Give me a whole bunch of bonuses, but do hold up to all of them. They only emailed me what they wouldn'tBusiness 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 Resolutions
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