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
- 8,522 total complaints in the last 3 years.
- 3,041 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:10/29/2025
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 signed up for vivint home security in august, and we were told by the salesman we had 3 months to cancel at no cost.
When we tried to cancel in October (inside the 3 month window), we were hit with a $5,000 bill.
We were robbed once when some criminals rummaged through our car and it cost us ***be $100. The next day, we were robbed again by the salesman who scammed us out of thousands.
Business Response
Date: 10/30/2025
Vivint Account #: ********
Case #: CA-*********
??????? ?
To Whom It *** Concern:?
I have reviewed the information provided by Mr. *** and appreciate the opportunity to respond. ?
In the complaint, Mr. *** has requested a refund due to states he signed up for Vivint home security in August after being told by the salesman he had three months to cancel without penalty. When he attempted to cancel in October—still within that window—he was unexpectedly charged $5,000. After a minor car break-in cost him around $100, he felt the real theft came the next day when the salesman misled him into a costly contract.
Vivint’s records show that Ms. *********** successfully completed the identity verification process through Prove/Au10tix. This process is a critical component of Vivint’s customer onboarding protocol, designed to ensure the integrity of account creation and to safeguard against fraudulent activity.
As part of this verification, all required documentation was securely transmitted to Ms. ***********’s verified phone number for her review and electronic signature. The following documents were signed via this secure platform:
Terms of Alarm Monitoring, Installation, and Sale, which clearly outline the total cost of equipment and services; it also clearly outlines the Notice of Right to Cancel/Buyer’s Right to Cancel on page 2.
Fortiva Credit Application, which prominently displays a notice regarding a hard credit inquiry and includes a checkbox for acknowledgment;
Pre-Installation Survey, which details monthly rates for both Vivint and Fortiva, and includes two clarifying questions to confirm the customer’s understanding and acceptance of the three-business-day trial period.
Vivint relies on the validity of these signed documents unless the customer provides credible evidence to dispute them. As of this date, Ms. *********** has not submitted any documentation to challenge the signed agreements.
According to Vivint’s records, Ms. ***********’s Pre-Installation Survey confirms she was provided a three-business-day Right of Rescission (ROR)/Trial Period, which concluded on September 4, 2025. There is no documentation indicating a three-month trial period or any offer of three months free.
Vivint’s records also show that Ms. ***********’s first cancellation request was made on October 29, 2025.
A Vivint representative has reached out to Mr. *** and a resolution has not been agreed upon.
After a thorough review of the account, Vivint has agreed to honor the three-month Right of Rescission (ROR)/Trial Period, contingent upon valid proof of the offer.
As a gesture of goodwill, and in the absence of additional supporting documentation, Vivint is also offering a $15 monthly discount on monitoring services for a period of 60 months.
These offers are pending account verification and acceptance by Ms. *********** or Mr. ***.?
To resolve this matter, Mr. *** *** contact Vivint’s representative to proceed with the proposed resolution. Mr. *** *** contact Vivint’s representative with any questions or concerns he *** 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 ResolutionsCustomer Answer
Date: 10/30/2025
Complaint: 24078810
The salesman told us, verbally, that we had three months to cancel.The scam company, Vivint, has responded with the claim "you can't prove it, and we have the predatory contract".
Vivint have a long record of fraud and deception, and you can add us to the long list of victims.
Sincerely,
***** ***Initial Complaint
Date:10/24/2025
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 trying to close my Vivint home monitoring service. I have not signed any new contract with them and they are telling me that when I called to cancel my service, I agreed to defer my service over the phone which extended a new contract that is extended until 4/2027 and that I have to pay 600.00 to cancel and close my account. Please helpBusiness Response
Date: 10/27/2025
10/27/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: A-********
Date of Agreement: 4/23/2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. *****, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. *****'s Vivint account. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionCustomer Answer
Date: 10/27/2025
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:10/24/2025
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 agreed to a contract extension in Nov 2024 with a quoted monthly fee of $24.99, however I was instead charged $40 a month. I discovered recently that I have been over paying for the last year because until then the payment was automatically debited from my bank account. I called two weeks ago to inform the customer loyalty team of the over payment and I was promised a refund of $119 on a recorded line within the next 48-72 hours. I did inform them at that time that I would not be making any further payments until I received a refund or a credit to my account in the amount of the over payment. Instead of providing the promised refund, I continue to get a notice that my bill is overdue and being threatened that my account will be sent to collections. I called today to close my account because of these issues and was told my account could not be closed because it was not in good standing, even though I had already overplayed them more than what they are saying my account is overdue for. I am very upset and afraid thaty account will be sent to collections and negatively impact my credit.Business Response
Date: 10/30/2025
October 30, 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: 10/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24059384, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:10/24/2025
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 trying to cancel my account since June 23rd, 2025. I moved from my home to a secure apartment building and no longer need their security service. I asked the new owners if they wanted the service and they did not. They wanted me to ask friends and family if they wanted the system transferred to them they do not want it. I was required to pay off the rest of my contract which was to expire January 2026. I sent $117 and cents. Don’t remember exact amount. Instead of buying out my contract they put that money towards two months monthly charges. Making me think my service was canceled. . They also wanted me to submit a form telling them why I wanted to cancel which I did through their documents web site. They say they got nothing from me. I called when they charged my account again this month. A rep sent my concerns to the cancel department. They sent me an email denying my cancel request. I should just have to say I want to cancel and it should be done. I will be canceling my debit card and getting a new number so they can’t take any more money out of my account. I really need your help to get this account canceled for good. I feel they use unfair business practices to keep people in their system against their will. I don’t need a security system now. They also keep saying they will send me new updated equipment to my apartment but they don’t listen to me when I say I don’t need it anymore. I am at a loss to what to do. I tried contacting the FTC but they are closed due to the shutdown. I will also be filing a complaint with the MN Attorney General’s office.Business Response
Date: 10/27/2025
10/27/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24059245
Complainant: ***** *****
Vivint Account #: A-*******
Date of Agreement: 6/18/2014
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. *****, and a resolution has been agreed upon. At this time, Vivint has agreed to process a refund in the amount of $47.14 and expedite Ms. *****'s cancellation process. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionCustomer Answer
Date: 10/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24059245, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:10/23/2025
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 repeatedly requested cancellation by phone. Representatives refused to process my cancellation and said they would continue billing until an alleged balance was paid in full. Most recently, ***** (employee #*******) refused to cancel and stated billing would continue. Despite my cancellation requests and non-use of the service they continue to add $74.36/month and mark the account past due.Business Response
Date: 10/30/2025
October 30, 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 ResolutionsCustomer Answer
Date: 10/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24055559, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:10/23/2025
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 Vivint representative came to our door one afternoon claiming that since we had paid off our equipment, they were running a deal for loyal customers and could upgrade our equipment at a discounted rate. He said X, Y, and Z would normally be about $25/month, but right now it's only about $20/month. So we go ahead and upgrade some of our cameras. They install them the very next day. Then I happen to be on the website and I go look at the prices of everything we just upgraded, and it's exactly the same price as our supposedly "discounted" upgrades for being such loyal customers.
I call to talk to them about it, and I'm basically told that since they already installed everything, they cannot adjust the pricing at all. That's ridiculous. So basically since I didn't catch them in their lie before the install, tough luck?
I will literally warn EVERYONE I know not to use Vivint, because this is the SECOND time they've scammed us.
The first time, when we initially signed up with them, the sales representative had told us that Vivint would buy us out of our current security contract. Vivint said up to $800 but ours was $1200, so he told us he got special approval to up the buyout. (We literally watched him call someone!) When Vivint only sent us a check for $800, I called to ask about the remaining $400, and they told me that if we were told anything above the $800, then the salesman was offering that out of his own pocket, and we would need to contact him directly about that. Guess who never answered our phones calls or texts after that point?? So Vivint is out there letting their sales representatives promise stuff they know isn't true and they won't follow through on, and then there are no consequences for it. I'm absolutely tired of this. Like I said. We will warn everyone we know about these sketchy sales tactics.Business Response
Date: 10/28/2025
10/28/2025
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 ******* ******* 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: 10/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24053413, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:10/22/2025
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 been a customer with vivint for over 3 years now. Ever since the beginning, the service has been really finnicky, spotty and subpar. I have tried to cancel multiple times and have been told that I would owe the entire amount for the contractual period of 5 years which sounds crazy because their service doesn't work most of the time. The cameras go offline multiple times, I don't believe it it helps us secure the property by using their system. Yet we keep paying for their subpar services. I have contacted their customer reps multiple times and all they ever say is that they would restart the panel and check if it works.
If we're traveling and cannot access the panel, cameras going offline is the biggest hassle. We don't know if the property is secure or not. It is the most awful service with botchy contract that most customers get forced into. I would like to cancel the service right away and not pay them another dime of my money.Business Response
Date: 10/30/2025
October 30, 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 the account due to the equipment not working. Due to the contract length, Mr. ****** has been unable to cancel.
Vivint’s records show the attempts at cancellation, however due to the account being Within Term until 2027, Mr. ****** is unable to cancel without payment of the Early Termination Fee.
A Vivint representative has attempted to reach Mr. ****** to assist with this matter via phone and email.
To resolve this matter, Mr. ****** may contact Vivint’s representative. 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: 10/31/2025
Complaint: 24051450
I am rejecting this response because: The company is binding me to the contract and offering a subpar service for the past 3 years. My attempts to get resolution for the issues have fallen on deaf ears and I would sincerely like to get out of the contract. I don't believe I should have been subjected to pay for a service if the service is deemed unusable. I was supposed to pay for the actual service, not for having the equipments. This has been my constant concern with this company and I have paid enough money for the past 3+ years for a service that is subpar. Please tell me how I can cancel it and not have to pay the fee because this is clearly the worst user experience.
Sincerely,
******* ******Initial Complaint
Date:10/22/2025
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 called several times to get my account cancelled and each time they said it was but I continued to get charged on my credit card. When I called in, they said it was pending but I was not able to access the account. The monthly charge is $61.66 for a total of $184.98 that needs to be refunded.Business Response
Date: 10/28/2025
10/28/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24048339
Complainant: ******** ********
Vivint Account #: *******
Date of Agreement: 11/24/2019
To Whom It May Concern:
I have reviewed the information provided by ******** ******** and appreciate the opportunity to respond.
In the complaint, ******** ******** states they would like to cancel services and receive a refund in the amount of $184.98, due to being charged after attempting to cancel in August 2025.
Vivint’s records indicate that ****** ***** III signed a Purchase and Services Agreement on 11/24/2019. Vivint’s records show the contract is under another customer's name, but the billing, contact information, and mailing address on file belong to ******** ********.
A Vivint representative has attempted to reach ******** ******** to assist with this matter via phone and email. After reviewing the account, Vivint agrees to cancel the service with the contract signer ****** ***** III, and process a refund dating back to 8/24/2025.
To resolve this matter, Vivint agrees to the resolution as stated above. ******** ******** 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
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24048339, and find that this resolution is satisfactory to me.
Sincerely,
******** ********Initial Complaint
Date:10/22/2025
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 doorbell camera and driveway cameras were constantly loosing communication with the hub, they would stay off line for several hours sometimes days. Vivint came out twice for my concern duplicated my concern and said it was fixed. By the third time I called with the same concern the technician duplicated the concern and said the cameras were faulty and replace both. My system is less than 1 year old and the technician said it was warranty. Then Vivint charges $695.00 for the cameras and refuses to acknowledge warranty on the system. When the cameras were replaced the technician made a mess of the installation of the replaced cameras. All I want is the fraudulent charge from Vivint credited back to my account.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:10/21/2025
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 a power of attorney for my father who has late stage dementia and he’s also a 84 y/o disabled vet. He got an alarm system in his house, installed decades ago by this company and he’s been paying them automatic withdrawal payments from his checking account.He hasn’t used it for over 10 years. He doesn’t even know what it is. He doesn’t know his password I have tried since May to this account because they’re still billing them because I had to change his checking account due to fraud three times now they told me they will send me his password which they to cancel his account cause he doesn’t know it and then they said they’ll they’ll send it to his email. He doesn’t even know what email isanymore. He doesn’t understand that I explained that they said they would send it via regular mail and they haven’t done it. I think this is elder abuse I think they’re taking advantage of a disabled vet and a vulnerable, citizen. I did talk to adult protective services. They agree with me, but they don’t go after companies. They only go after individual individuals.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 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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