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
- 5,609 total complaints in the last 3 years.
- 2,077 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:07/25/2025
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.
In late May 2025 I called Vivint Smart Homes to cancel my alarm because I was moving. Mr. ****** from the Loyalty Department promised if I continue with them I would received free of charge "a new panel, doorbell camera, window sensor, door lock, and the tech would be covered and my monthly charge would be $29.99. But they took, $1,395.60 out of my bank account on July 9th and continue to give me the run around telling me they will refund it. I've spoken to at least 3 supposedly supervisors one email me, her name is ****** ******, Customer Loyalty Supervisor - ***** ****** ******, ************************* ************ on July 22nd saying they are working on trying to push my refund through the system, but I have not heard anything else. If you can please assist me in getting my refund I would appreciate it. I am not rich, that was some of my bill money and I feel they are playing around with me. I stopped my automatic payment because now instead of my bill being $29.99 like they promised, they want to charge me over $60.00. Please assist me. Thank you
Business Response
Date: 07/31/2025
Vivint Account #: S-11938571
Case #: CA-173023338
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To Whom It May Concern:?
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** requested a refund related to a free Move Package that was offered. According to Vivint’s records, she was indeed offered a Move Package at no cost as part of a customer retention offer. There were no equipment charges, and the monthly service rate was set at $29.99.
A Vivint representative has made several attempts to contact Ms. ***** via phone and email to assist with this matter. After reviewing the account, Vivint has issued a $1,395.60 refund check. The check is expected to arrive within 12–15 business days.
To resolve this matter, Ms. ***** is encouraged to contact the Vivint representative directly with any questions or concerns regarding the resolution.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** ******or fax number: ***** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 08/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23652087, and find that this resolution is satisfactory to me. Just to respond to there effort to contact me. I received an email from ****** ****** on July 22nd stating she was working to push the refund through, after responding on July 28th, Terese responded that she begun messaging her superiors daily for an update. It was only after I contacted BBB that I received a call from Terese on July 31st stating they I would receive a check in about 12-15 days. Then I received another email from an executive rep. stating that she left me a voicemail, which I never received or not one call except from Terese on the 31st. Other than that I am thankful for the refund and very thankful for BBB assistance.
Sincerely,
**** *****Initial Complaint
Date:07/22/2025
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.
Vivint's predatory practices are insulting and egregious especially when it comes to Veterans and senior citizens like myself, I've been passed around the various departments to no avail only to be told that it would take 30 days to cancel my account, meanwhile Comcast, Citizen Gas and other utilities have been extremely accommodating completing my request for cancellation in a matter of minutes. I'm scheduled to relocate to Georgia on the 1st of August and wanted to close my banking here however because I have no ideal when Vivint is going to send the last bill I'm in a holding pattern and definately wouldn't want to provide them with any future banking information after my experiences with this company. Previously with I entertained that ideal of moving the equipment I was met with up-selling and prices extra that the company was trying to hawk, I'm a Veteran with PTSD and the pressure made me decide to just leave the $1500-2000 worth of equipment in the townhouse and start from scratch. I no longer wanted to deal with their predatory practices. I only want confirmation of my cancellation of service for 1 August 2025. thank you.Business Response
Date: 07/29/2025
Vivint Account #: S-*******
Case #: CA-*********
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To Whom It May Concern:?
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** requested cancellation of his Vivint services effective August 1, 2025, due to an upcoming relocation to another state.
Vivint’s records indicate that the cancellation process had already been initiated and was scheduled to be completed within the standard 30-day cancellation period, following company policy.
A Vivint representative has attempted to contact Mr. ****** via phone and email to assist with this matter. Following a review of the account, Vivint has escalated and confirmed that the service cancellation and account closure will be completed on August 1, 2025, as requested.
To resolve this matter, Mr. ****** may contact Vivint’s representative directly with any questions or concerns regarding the cancellation or next steps.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?, or fax number: ***** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 07/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23639810, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:07/22/2025
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 tried to cancel Vivint's services for a home I no longer own.
Their website does not allow for a customer to cancel. It will not even let me stop the auto-payment or remove the payment method.
So I sent an email to them on June 7th, but then a charge went through on July 8th. So I called them, and was transferred to different representatives, each of whom told me they would be able to close my account, but none of them did.
Someone from their "Executive Resolutions" team reached out to me, and it's been the same run-around in emails and a voicemail from him. The voicemail says he's working on cancelling my account, yet my account has not been cancelled.
I am trying to avoid paying monthly charges for a service I am no longer receiving from Vivint.Business Response
Date: 07/30/2025
Vivint Account #: *******
Case #: *********
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 her Vivint account has been cancelled. Ms. ******** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****, or fax number: ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 07/31/2025
Complaint: 23637866
Yes, they did FINALLY cancel my account.But it took more than 30 minutes of my time with them on the phone, and the time for MULTIPLE EMAILS back-and-forth with their Executive Resolutions representative. The entire process was extremely difficult for NO reason. All they had to do was either (1) provide a way to cancel from my account on their website; (2) cancel my account after they received my first email (a month before we moved); or (3) cancel my account on the very first phone call I made.
They also never bothered to refund the last charge they made, which occurred after my first notification to them.
Instead they wasted my time, time that I will never get back.
Sincerely,
******* ********Initial Complaint
Date:07/22/2025
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 attempted to cancel my Vivint account over a year ago via phone. Despite Vivint's promise to send a confirmation email (which I never received), they continued charging my account for nearly two years.
Upon discovering this, I contacted Vivint. They acknowledged the recorded cancellation request but claimed I hadn't responded to an email I never received. Despite opening a case, Vivint has yet to issue a refund and continues attempting to collect payments. They're now sending delinquency notices after I stopped payments.
Vivint's cancellation policy has recently changed, likely due to legal requirements, but their deceptive practices persist. It took three calls to finally receive a cancellation confirmation email.
It's been a month since they began reviewing the issue with no resolution. If not resolved promptly, I may need to pursue legal action. This isn't just about money, but about stopping unethical business practices that prey on consumers.
I urge Vivint to address this situation immediately and refund the unauthorized charges.Business Response
Date: 07/25/2025
Vivint Account #: S-*******
Case #: CA-*********
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To Whom It May Concern:?
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
In the complaint, Mr. ******** requests a refund due to a delayed cancellation dating back to 2023.
Vivint’s records indicate that on July 10, 2025, Mr. ******** verbally completed the cancellation disclosure and requested cancellation due to high monthly rates and unexpected charges. This request was received, accepted, and properly documented, authorizing Vivint to proceed with cancellation.
Over the past two years, Mr. ******** accepted multiple offers but did not finalize the cancellation. Services continued uninterrupted during this time. Despite having accepted these offers and received services, Mr. ******** is now requesting a refund for the previous two years.
A Vivint representative has attempted to contact Mr. ******** via phone and email to assist with this matter. After reviewing the account, Vivint has processed the cancellation as requested. The cancellation was properly authorized and accepted on July 10, 2025.
Please note:
1-Services over the past two years were provided under accepted agreements and reflect active usage.
2-A refund for that period is not supported due to the acceptance of offers and lack of cancellation follow-through.
3-A courtesy credit of $58.63 will be applied to cover the 30-day cancellation period, following Vivint’s standard policy.
To resolve this matter, Mr. ******** may contact Vivint’s representative to proceed with the proposed resolution or to address any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?, or fax number: ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 07/30/2025
Complaint: 23636924
I appreciate that your response was prompt. I also understand that your role requires you to protect the company’s interests, even when that means defending a cancellation process that, in my experience, was unnecessarily complicated and misleading.
To be clear, no services were rendered by Vivint over the past two years. I had a different provider during that time, and I can provide documentation showing when that account was established and that it remains in good standing. Additionally, if you claim that monitoring was active, then there should be a record of the event that occurred during that period. If you can provide concrete evidence that this event was detected and handled through your monitoring system, I will consider the matter further. Otherwise, the claim that service was provided is unfounded.
Regarding the cancellation, it is a fact that Vivint failed to send the confirmation email necessary to finalize the process. If you had verifiable proof that the email was sent and received on my end, I assume it would have already been presented. I initiated the cancellation in good faith; your failure to follow through made it impossible to complete—this does not align with fair business practices or current regulatory requirements related to service termination.
While I acknowledge the gesture of crediting a charge I did not authorize, it’s frustrating that your company still saw fit to bill me $120, including late fees, after I had clearly canceled.
One additional question: Why did your company update its cancellation policy in January? Was it due to new compliance obligations? It’s surprising that in an age of transparency and public accountability, Vivint continues to rely on outdated and opaque procedures, placing the burden of incomplete cancellation solely on the customer.
Unfortunately, it seems we’ve reached an impasse. I will be pursuing this matter through Small Claims Court and am prepared to present my case in front of a judge. I also intend to share my experience on social media so that current and prospective customers can understand the type of business practices they may be subject to.
This is not solely about the nearly $1,600 charged to my account—it’s about principle. Customers deserve to be treated with honesty and respect.
I sincerely hope you reflect on how the company treats its customers, because it often reflects how it treats its employees.
Sincerely,
**** ********Initial Complaint
Date:07/19/2025
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.
this company installed a sensor on my sliding door that does not work and have refused to send a technician over to replace it.Business Response
Date: 07/24/2025
Vivint Account #: ********
Case #: *********
To Whom It May Concern:?
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond. ?
In the complaint, Mr. ***** has requested a repair of his sensor due to Vivint not scheduling a technician to service the equipment.
Vivint’s records show that Mr. ***** has contacted Vivint regarding the sensor, however, was unable to troubleshoot it. Troubleshooting is required to determine if a sensor needs to be replaced. Technicians are typically not scheduled for shippable devices.
A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to review the programming of the sensor and schedule a technician at no cost to Mr. ***** to service the sensor and determine if it needs to be replaced, pending account verification and acceptance by Mr. *****.?
To resolve this matter, Mr. ***** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ***** 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: **** ****** ***** ***** ** ******or fax number: ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:07/19/2025
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 writing to report a deceptive sales experience involving a Vivint representative at my home on July 18, 2025 in Providence Village, Texas. A Vivint salesperson offered a promotional deal that included waived activation and equipment fees, a first-month service fee under $2, and subsequent service charges of $96/month. Based on these terms, I agreed to try the service.
Later that day, a technician installed the equipment and asked for a signature via text. However, the message was actually a financing agreement for approximately $3,500 worth of equipment—a detail never disclosed by the salesperson. I refused to sign, had the equipment removed immediately, and canceled any service.
Despite this, I discovered a credit inquiry made in my name without informed consent. I believe this incident involves deceptive business practices and may violate consumer protection laws.
I request a formal investigation into Vivint's sales practices and appropriate actions to prevent this from happening to other consumers.Business Response
Date: 07/23/2025
Vivint Account #: S-********
Case #: CA-*********
?????? ?
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** requested an investigation and improvements to Vivint’s sales practices due to terms that were not disclosed during the initial sales interaction.
Vivint’s records indicate that Ms. ******** was provided with a secure link to complete a pre-installation survey, which included applying for equipment financing and monitoring service for a 60-month term. This process required both soft and hard credit checks to verify eligibility before installation.
A Vivint representative has attempted to contact Ms. ******** via phone and email to assist with this matter. Vivint leadership is reviewing the concerns raised and will take appropriate actions to help prevent similar situations in the future.
Ms. ******** may contact her Vivint representative directly with any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?, or fax number: (**** ********* Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:07/18/2025
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 spoke to this company and requested to cancel their services on 06/16/2025 they never did it, now they keep charging me for their service. After I spoke to them over one hour to request their cancellation again and a refund for a charge I never authorized, on 7/17/2025 they charged me again.
I want a full refund again and for them to stop charging me for their service.
This is just turning into a nightmare and a waste of my time because they don’t stop!Business Response
Date: 07/23/2025
Vivint Account #:S-*******
Case #: CA-*********
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has contacted Mr. ******, and a resolution has been agreed upon. At this time, Vivint has submitted the account for cancellation. Additionally, a refund in the amount of $44.99 will be processed.
Mr. ****** may contact his Vivint 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: **** ****** ***** ***** ** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:07/18/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 16,2025, we had an associate of Vivint’s come to our home to fix our current security cameras and also install 3 new cameras with a deal they had. He installed everything and supposedly fixed our issues with the previous ones but once he was gone very thing shut down and was not working. Vivint was contacted 4 separate times about the issue and in the end we asked for a refund. They kept saying they would not give a refund because of a contract that came with the new installation. My problem is, why would I keep my end of the contract if they are not even providing a working service. I want my full refund of $1,306 and to be out of service with them. They have unprofessional customer service representatives that don’t find solutions or answers to the problems they have going on with their system. It is unfair business practice to expect customers to be stuck in a 5 year contract without their services working.Business Response
Date: 07/23/2025
Vivint Account #: S-*******
Case #: CA-*********
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has contacted Ms. *****, and a resolution has been agreed upon. At this time, Vivint is actively reviewing a submitted request to reinstate her account to the original contract terms. Ms. ***** will be notified once the review is complete and a final resolution has been determined.
If Ms. ***** has any additional questions or concerns, she is welcome to reach out directly to her Vivint representative for further assistance.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:07/18/2025
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.
On 7/2/25 a Vivint salesman came to my door to offer a 30-day free trial of a Vivint home security system. We proceeded to have the system installed and signed the contract presented to us while the Vivint salesman ensured us repeatedly that we were guaranteed a 30-day free trial and would only have to pay about $50 (the salesman used the words "pay the fee for services at about $50"). On 7/18/25, I contacted Vivint customer service to cancel our contract and have the security system removed before the 30-day free trial period ended. During the phone call, the representative insisted that a 30-day free trial was not part of the contract and that I was reliable to pay over $1200 if I wanted to cancel and remove the security system. I feel that the salesman intended to misrepresent the contract in order to gain business from us.
I would like Vivint to honor the 30-day free trial period that was assured to me with the cancellation price of only the monthly service fee. I do not want this service and should not have to pay over $1200 due to misrepresentation.Business Response
Date: 07/25/2025
Vivint Account #: ********
Case #: CA-*********
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 we are actively working on her on a resolution. At this time, Vivint has sustained the account, unless the Sales Representative confirms an extended ROR/trial period. We will continue to work with Ms. ****** until a resolution has been reached.
Ms. ****** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****, or fax number: ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 07/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23620972, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:07/18/2025
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 promised a credit of $465 if i paid 225. I made payment of 225 and eas told they applied credit, that my system would work within 24 hours. after multiple calls in and two promises of credit they are not folllowing through with offer. I would like $465 credited to my account as promised and the account reinstated.Business Response
Date: 07/24/2025
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 $150 credit due to system issues.
Vivint’s records show ?Ms. ******* has been credited $300 towards her monthly monitoring fees. Ms. ******* is responsible for the $150 Payment Installment Plan related to the equipment that was added to her account.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer clarity regarding the account, pending account verification and acceptance by Ms. *******.?
To resolve this matter, Ms. ******* may contact Vivint’s representative to proceed with the proposed 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: **** ****** ***** ***** ** *****?or fax number: (**** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions
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