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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Initial Complaint
Date:10/13/2025
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.
First of all, the sales representative did not disclose that there would be two separate bills, and that the equipment was actually a credit card with .interest. When I tried to cancel the service due to numerous conflicts with billing, faulty, equipment, and unnecessary complications, I was told that I would have to continueto pay for the next three years. With poor customer service, constant harassment, and poor communication, coupled with thousands of local complaints, I want this poorly run business out of my life.If not, I will consider contacting as many of the unhappy customers and organizing a class action lawsuit. It seems there is no honesty or integrity in government or private business. It was a side note. It was an Utah citizen that killed ******* .
Business Response
Date: 10/15/2025
Vivint Account #: **********
Case #: CA-175605645
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** requests cancellation of services without financial obligation, citing a lack of disclosure regarding two separate billing arrangementsone for Vivint services and another for equipment financed through the Fortiva Line of Credit. She also notes that she attempted to cancel due to billing conflicts, faulty equipment, and unnecessary complications, but was informed she would still be financially responsible for the remaining three years of the agreement.
Vivints records indicate that on May 2, 2024, Ms. ******** signed both the Vivint 60 ****** service agreement and the Fortiva equipment financing agreement via a secure link. She acknowledged that the agreements included all terms discussed with the representative and confirmed that no additional promises were made. Over the past three years, only two troubleshooting incidents have been reported, one of which involved understanding how to arm and disarm the system.
A Vivint representative has made multiple attempts to contact Ms. ******** via phone and email to assist with her concerns. After reviewing the account, ********************** offered the following resolutions, which Ms. ******** declined:
1-A technician visit to diagnose and optimize system performance
2-A reduced monthly service rate from $44.13 to $24.99 (excluding taxes and fees) for the remainder of the contract term
Two cancellation options:
1-Option A: Pay off the equipment balance and cancel Vivint service without incurring an Early Termination Fee (***) or,
2-Option B: Pay the *** and continue making payments on the equipment financing agreement
To move forward, Ms. ******** may contact a Vivint representative to proceed with one of the proposed resolutions.
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 ResolutionsInitial Complaint
Date:10/13/2025
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.
We have been customers of Vivint for 6 years. I agreed to an equipment upgrade of a $99 doorbell with free installation in a recorded conversation with Vivint. The installer came out and could not get the doorbell installed. He left with the doorbell. Vivint is trying to charge for doorbell and an installation fee. I was able to recoup the money through a dispute filed with our credit card company. I called to cancel our account. They have agreed on the phone (I have the recorded conversation) that we don't actually owe the money but will not cancel our account until we pay the money they agree that we don't owe. I have been on the phone with them multiple times to try to rectify this situation. I would like the balance on our account to be $0 and I would like to cancel our account effective immediately.Business Response
Date: 10/15/2025
October 15, 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 ResolutionsCustomer Answer
Date: 10/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24009619. A Vivint representative called and acted like she was doing us a favor by deleting the balance due on our account in a "gesture of goodwill". She also said we weren't getting a refund. However, we have already been refunded for the doorbell and installation (partly due to our credit card dispute) so it made no sense to say we weren't getting a refund. This conversation with Vivint was further evidence of the confusion and incompetence of their staff. I stand by the accusation that Vivint committed fraud. Their weird and unethical business practices aside, this resolution is satisfactory to us.
Sincerely,
******* *** ***** *****Initial Complaint
Date:10/13/2025
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.
9/18/25 Thursday called ADT to make a yearly payment--been with them 28 years--instead was referred by a Case manager that answeredr the phone to another # and told me that I was due a Basic upgrade. Called the number and was told they would be out on Saturday. The technicians came in I was thinking that ADT was now Vivint. The technician knew I was confused and called his office and talked to a lady in the office. And she kept assuring me that they were Vivint and that my price monthly price would be lower and she was going to give me a $200.00 gift card and that in a year when I needed to pay off the equipment I could pay it off in full. Then they started putting in the system. When they left I was told I had days to cancel. I called ADT on Monday and the lady said she was doing a letter of Deception for me. And to call and stop the Account. I talked to the Financial company and they stopped it and I talked to my bank and they stopped it however the technician when completed just kept scrolling through a I-pad saying sign here and I would get my copies later email. That afternoon I tried calling to cancel and could never reach anyone. I tried reaching Vivint repeatedly. Each person I did talk to assured me there manager would get back with me but the manager had to give the approval to extend the canncelletion time since I didn't call by midnight of the 3rd day. Then when I reached the man did not stop the service and now since I could never reach them until the morning after the 3rd day i am too late to cancel. They will not come get their equipment that ADT has now uninstalled, and they say I am in a contract with them and I cannot get out. They want $800.00 from me and say that there is nothing that can be done. I assured them they decived me and now they are bullying me into staying with their company and I refuse to do that.Business Response
Date: 10/14/2025
10/14/2025
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 ResolutionsCustomer Answer
Date: 10/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24009588, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:10/13/2025
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.
It all starts with the company was fine for first three months. Then I started having issues with the alarm system not arming or disarming itself. I called at least three times before they decided to send a tech out to fix the unit. It seemed that I kept having this issue despite the fact that they replaced the unit. They agreed to lower the price per month and the customer service failed to honor this. After a couple more months I keep having issues and decide to cancel. They then ask me to stay and for my issues I’ve been having they would throw in a “free” doorbell camera and lower my monthly cost but failed once again. The last attempt to cancel my service they offered two free months to keep me. I agreed. I didn’t notice until the second month but they still charged my card. I called them once again and asked about this and they apologized and credited my account for the one month. Well this still is not 2 months free and only one month of credit. I kept trying to cancel and they will not cancel the service. I feel like a hostage and forced to pay for something I do not want anymore. I paid in full upfront for all equipment but at this point I just want my money back for the whole thing and never hear from this company ever again. I also have email and phone call documentation of all customer care conversations.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 Vivint has provided resolutions to Mr. *****. Mr. ***** has 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:10/13/2025
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 had a contract with Vivint. I was using their equipment and service in a home that I rented. When the lease was up I left the equipment in the home as it was likely to damage the home to remove it. I made numerous attempts to cancel my Vivint account. Finally I got through to a cancellation department - they did everything to delay and keep looping me back into my contract and ensuring the process was as difficult as possible. Eventually I was informed that I could cancel but would need to pay $658. I paid this amount. I no longer live at the "service address".
Vivint kept the account open and continued to accrue charges on the account monthly. I spoke to ******* ********* in Support about this and he said it was because I did not phone Vivint to tell them that I had made the cancellation payment and that there was a "cancellation process". I asked repeatedly what the process is and all he kept saying to me was that I must pay the $124 they charged beyond the cancellation date to cancel.
I do not believe that they will honor the cancellation as they have not honored the cancellation previously and I believe that Vivint intends maliciously to continue to collect money from me in perpetuity and are keeping my account active for this express purpose.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 the cancellation for his account due to fulfilling the buyout clause for cancellation after moving, however?the account remained active and accrued an overdue balance.
Vivint’s records show Mr. ******** paid the buyout amount, however a Notice of Cancellation (NOC) was not submitted, and the account remained active.
A Vivint representative has attempted to reach Mr. ******** 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 ResolutionsCustomer Answer
Date: 10/22/2025
Complaint: 24008722
I am rejecting this response because:I spoke on the phone at the time of cancellation with a member of the Loyalty team and expressly informed them of my desire to cancel and quit the contract. I would not have known about the amount to pay for the buy out NOR would I have paid it. The reality is that the buy out is paid in full and Vivint continues to keep my account open regardless. The NOC was verbally provided explicitly at the time and in chat on payment.
Sincerely,
***** ********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 them, and a resolution has been agreed upon at this time. Vivint's Litigation team will continue to work 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:10/13/2025
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 Vivint customers since approximately 2017 and own our equipment which has not worked for several months. The start of our problem was us being over charged. They gave us a credit. As I type this complaint I have been on the phone with Vivint for over an hour. I would like for my account to be canceled.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 made two attempts 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:10/13/2025
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.
am submitting this complaint regarding my ongoing and extremely frustrating experience with Vivint Smart Home. I have repeatedly attempted to cancel my service, but Vivint has refused to honor my request.
Despite my multiple attempts to end this subscription, Vivint representatives have informed me that I “cannot cancel” my monitoring service. As a result, I am being forced to continue paying for monitoring that I am not receiving, as well as for equipment that I am unable to use.
This situation is unacceptable. I am paying for services that are no longer active and for equipment that is nonfunctional without monitoring — yet Vivint continues to bill me monthly. I have made good faith efforts to resolve this issue directly with their customer service department, but I have been met with no resolution, only frustration.
I am requesting that Vivint:
1. Immediately cancel my service without any further charges.
2. Stop billing me for monitoring and equipment that I am not using.
3. Refund any recent charges made after my initial cancellation request.
4. Come pick up the equipment
I would appreciate BBB’s assistance in holding Vivint accountable for these unfair business practices.
Thank you for your time and attention to this matter.
Sincerely,
******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 Ms. ****** and appreciates the opportunity to respond.
We have contacted them, and the resolutions have been provided to Ms. ******.
Ms. ****** has 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:10/12/2025
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 canceled my services with The Vivint company in July 2025. The company has continued to deduct auto payments from my bank account for the months of July, September and October2025.I contacted Vivit and the issue has not been resolved.Business Response
Date: 10/13/2025
10/13/25
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:10/11/2025
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 consistently had problems with my bill each month since May 2025 in terms of not receiving my hard copy statements in the USPS mail and then the amount of my bills was incorrect. It continued to be bad because my billing cycle also was changed to help and Vivint still failed to correct the amount of my bill. I received a September bill in the amount of $52.76 and I paid via check, and it was processed according to my Vivint account. Now, I have a credit because the hard copy statement was incorrect. My bill for the next 12 months was supposed to be roughly 19.00 because of the ridiculous number of problems Vivint billing department has caused. I will also be filing a complaint with the Federal Trade Commission to protect consumers and Vivint has become progressively worse. We were even promised a $100.00 credit by one phone representative to mitigate this and that was not documented on my account and now I am back to dealing with factitious billing statements. This is also a scam to a senior citizen which there are laws barring this conduct as well.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:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond. ?
In the complaint, Ms. ******** has requested a refund and billing adjustment due to missing billing statements, unfulfilled credits and monthly monitoring adjustments.
Vivint’s records show that upon a call with a representative, Ms. ******** agreed to lower her monthly monitoring to $19.99. The adjustment was made; however, this amount did not include the fees and taxes.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint is actively working with Ms. ******** to come to a resolution.
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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:10/11/2025
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.
We have had nothing but trouble with Vivint in all the years we've used their security. Our cameras are down more than they're working, & in November 2024, none were working, including our doorbell. We have spent HOURS on the phone with them, & they continue to make promises but have yet to carry through! We gave them out new credit card number but they failed to use it & then send us overdue bills. There is absolutely no customer service. They definitely can't be trusted to do anything they promise.Business Response
Date: 10/16/2025
October 16, 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 ResolutionsCustomer Answer
Date: 10/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24003792, and find that this resolution is satisfactory to me.
Sincerely,
***** **********
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