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
- 8,314 total complaints in the last 3 years.
- 2,967 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:09/06/2025
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 alarm system was installed in my house on April 19th, 2025. Since then, I have experienced equipment malfunction issues (with different sensors) every week. The company has been contacted numerous times to express my dissatisfaction; and concerns with the Service they are providing as I have been forced to bypass multiple sensors in order to be able to arm the system. I requested a technician to inspect all the sensors and replace them. They are charging me $99 in addition to the monthly service fee. I'd like to highlight that I paid $1,069.99 for seriously faulty equipment, that is going out of order on a daily basis.
Business Response
Date: 09/11/2025
Vivint Account #: ********
Case #: *********
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 cover Mr. ****'s technician fee and add a month of monitoring credit to his account. Mr. **** 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: 09/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23848539, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:09/06/2025
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 my home multiple times to have me switch from my current security system at that time. I was promised a buyout of my current contract and payoff of the equipment balance. I was sent a Visa card for that purpose. The card had only the amount for the equipment payoff and after many attempts to solve this issue with Vivint I am now left owing $1880 to the previous system plus the current Vivint payments. I have reached out to Vivint many times but have only received empty promises with no results. I am a single mother and have been placed in a serious financial bind because of this.Business Response
Date: 09/09/2025
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 honor the sales representative's buyout promise . 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: 09/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23848440, and find that this resolution is satisfactory to me.
Sincerely,
******* ******Initial Complaint
Date:09/04/2025
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.
June 2025, July 2025, Aug 2025
No security alarm services provided due to panel not working properly given incompetent technicians. Disputing billing for that period where I was not able to use my equipment and or set my alarm. AFter 3 failed attempts to resolve the issues, a 4th attempt was made where it was finally resolved. During the months of June- Aug I have not been able to set my security system, or use the full Vivint services. As of 9/4/25, the issue has been resolved but it should have been fixed during the first tech visit. I am requesting bill adjustment for the months that Vivint kept trying solve the issue but was unsuccessful given their incompetent techs. My service has not been up and running since June 2025 until today 9/4/25. I have mutiple case numbers and work orders that were created.Business Response
Date: 09/05/2025
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 reached out to Ms. ******, and a resolution has been agreed upon. Vivint has applied a credit of $244.72 to her account in response to the concerns raised.
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: **** ****** ***** ***** ** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23840247, and find that this resolution is satisfactory to me.
Sincerely,
******** ******Initial Complaint
Date:09/03/2025
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 June 2022, my household was approached by a door-to-door rep by the name of ****** ******** (phone # ************) who was looking to sign people up for Vivint Smart Home Services. My husband and I agreed to sign up because we were dissatisfied with ADT. When Gio signed us up, he said there would a monthly cost for the services and a cost for the equipment. In December 2023, we ended up selling the property at *** ****** ****** to help fund the construction of a new multi-generational house for my ailing mother. Vivint put a deferment of service on my account for a year while the house was being built; the equipment purchased was paid in full from the sale of the property. Fast forward to December 2024/January 2025, I start getting late noticed from Vivint and I decide that I no longer wish for their services, and I expressed that to the company. They turn around and want to charge me a cancelation fee.
At no point was there ever mentioned a cancelation fee, or that I was obligated to a 5 year contract (the loan for the equipment was 60 months and the loan was paid off). I was lead to believe that after the equipment was paid in full, there was no contractual obligation. I refuse to pay for services not rendered (since December 2023 through the middle of this year). I own the equipment; Vivint was not monitoring my property; The equipment is not hooked up or active.
I no longer want to be harassed by collections or Vivint. Their business dealings of saying "No contracts" is deceiving because the cost of the service and loan of equipment were two separate payments. If I would have known that they did such underhanded business practices, I would have never signed on with them.Business Response
Date: 09/06/2025
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 cover the past due balance, pull the account from collections and cancel Ms. *****'s Vivint account. 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 ResolutionsCustomer Answer
Date: 09/08/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23836396, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:09/02/2025
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.
Have been a customer of Vivint since 2019 and recently moved and sold the property that was serviced. I called in November of 2024 to cancel and was given a run around about canceling but the option to get two free months in case the new owner wanted to transfer service so I accepted. This same thing happened again in January of 2025 so in march of 2025 I called to cancel and was told I cannot and to call back for a refund. I had forgotten about it until I saw my credit card was still being charged. I called again in June to get a refund for the previous months since the last cancelation request and to cancel and was told they had to investigate the January call but that they would put the refund and cancel request in. It is now August of 2025 and they are still charging my card. I’m currently on the phone and have been for an hour and two minutes and they will not allow me to cancel and offer a refund essentially telling me I have to give them the new property owner info so they can transfer service. My contract is a cancel anytime contract now that the initial is done but they are scamming and dishonest and will not allow me to.Business Response
Date: 09/03/2025
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 refund $282.84 due to no longer wanting the services.
Vivint’s records show the customer accepted two free month of monitoring in January and there is no Notice of Cancellation of on file.
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 the on 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 ResolutionsInitial Complaint
Date:09/02/2025
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 cancelled my service with Vivint on March 11, 2025 via e-mail. I sent a follow up email to confirm they had received my email. After a day or so, I called since I didn't get an email reply. The person I spoke with told me that they had received my cancellation notice and there was nothing else to do. Vivint has continued to charge my account every month since April. I have called at least 3 times to resolve this and every time I do, Vivint says that they are looking into it and that they would resolve the issue. They DO NOT follow up or let me know what's going on. I have recently disputed these charges at my local bank.Business Response
Date: 09/08/2025
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 the cancellation of his account due to sending a request for cancellation in March, however his account remained active.
Vivint’s records show the same day a Notice of Cancellation (NOC) was submitted, a renewal was also accepted verbally which may have affected the cancellation process.
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 offer $5 off of Vivint's monthly monitoring for the remainder of Mr. **********'s term as well as a Doorbell Camera Pro Gen 2 at no cost to Mr. **********. Alternatively, Vivint is also prepared to assist with the cancellation process, 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: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 09/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23829512, and find that this resolution is satisfactory to me.
Sincerely,
***** **********Initial Complaint
Date:09/02/2025
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.
Ever since we had this security system, it's been nothing but problems concerning our thermostat. Me and my family including children had to sit in heat for days with no ac. I have a brand new ac unit and viviant thermostat had been causing problems with having no ac. The customer service is very weak. They make us troubleshoot our own repair and never have a person come out to repair the ac. Now I have to wait days to have ac in Florida weather. That is illegal and I'm reporting them to code enforcement.Business Response
Date: 09/03/2025
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. ****** has requested repairs due to ongoing issues with the thermostat.
Vivint records indicate multiple troubleshooting efforts regarding the thermostat’s communication and its tendency to blow warm air. This issue is being handled with the utmost urgency to ensure a prompt and effective resolution.
A Vivint representative has attempted to contact Ms. ****** via phone and email to assist with this matter. After reviewing the account, Vivint has scheduled a technician visit for next week to address the issue with a replacement thermostat.
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. She may also reach out 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:09/02/2025
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 had a Vivint security system installed in 2023 after moving into my home. The system functioned normally at first, but in 2024 both motion sensors repeatedly began falling off the wall.
When I contacted Vivint support, the representative informed me that the installation technician should have used a proper mount or wall plate to secure the sensors. Instead, the technician only fastened them with a single screw. Following the agent’s instructions, I reattached the sensors myself using the screw, but they have continued to fall off due to the poor installation.
Most recently, one of the sensors fell in the middle of the night, waking my household. When I called Vivint support again, I was told I would need to pay a $99 service fee because my warranty had expired. I explained that this is not an equipment failure, but the result of improper installation — something I paid for as part of the service. Despite this, the agent refused to waive the fee or release me from the contract.
I find the $99 service fee unacceptable under these circumstances. The issue stems from poor installation, not wear and tear or misuse. I am already paying over $100 per month for equipment and monitoring, and now I am being asked to pay additional costs and take time off work to fix a problem that should never have existed in the first place.
I am requesting that Vivint correct this issue at no additional charge or allow me to exit the contract without penalty.Business Response
Date: 09/05/2025
Vivint Account #: ********
Case #: CA-*********
??????? ?
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 Finishing the Job due to stating he had a Vivint security system installed in 2023, but in 2024 both motion sensors began falling off due to improper installation—secured with only a single screw instead of a proper mount. Despite following support instructions to reattach them, the issue persisted, and Vivint refused to waive a $99 service fee or release him from the contract, even though the problem stemmed from poor installation rather than equipment failure. He is requesting that Vivint resolve the issue at no cost or allow him to exit the contract without penalty.
Vivint’s records show that on September 2, 2025, a Technical Support Specialist offered to ship replacement sensors to Mr. ***; however, the offer was declined.
Per Vivint’s policy, technicians are generally not dispatched to replace sensors, as sensors are classified as plug-and-play devices and are designed for straightforward customer installation.
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 offer to replace the motion sensors at no charge, 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 Resolutions?Customer Answer
Date: 09/08/2025
Complaint: 23827932
I am rejecting this response because:I received and responded to the message from Vivint specialist, who agreed to waive the charge to correct the installation issue - there is no need to replace the motion sensors, all they need to do is to place the proper mount on the existing sensors.
Also, on the 9/2 conversation with the support rep, she never offered free replacement of the sensors. The only discussion was to waive the $99 dispatch fee, as I stated in the original complaint the motion sensors are working fine but just keep falling due to poor installation.
Sincerely,
******* ***Business Response
Date: 09/11/2025
Vivint Account #: ********
Case #: CA-*********
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 dispatched a technician to reinstall the motion sensors. The work order completed properly on September 10, 2025.
Mr. *** 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: 09/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23827932, and find that this resolution is satisfactory to me.
Sincerely,
******* ***Initial Complaint
Date:09/02/2025
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.
05/2025 date of purchase
They did not mention about a contract
they said it was 400 for equipment and is actually 4,000
they refuse to cancel the accountBusiness Response
Date: 09/04/2025
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 to cancel the account due to identity theft.
Vivint’s records show this account is within terms as of 6/3/25 and Ms. ******* signed the V-Sign on 05/29/2025, 6:44 PM
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 to start an investigation by opening an identity theft case, 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 ResolutionsInitial Complaint
Date:09/01/2025
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.
My brother who owned a house at **** ********* *** ** ********* ** ***** died and left me ‘his sister’ his house. In his house was a security system called Vivint Smart Home. I continued to pay for this bill while the house was empty for security reasons and everything went well. July 2nd I called Vivint Smart Home to cancel this service #******* at the address listed above. When I called I spoke with 4 agents & was put on hold 6 times, total call was over 1 hr. Each agent I spoke with I said I am cancelling & would you like your equipment returned. They said no. Then the operator started asking me why I was cancelling? I said the house is for sale. My Real Estate agent said to remove anything in the house we weren’t keeping. She knew there had been some homes listed with breaking in and items stolen & damage. Then the agent said me if I needed the program I explained I had my own home and my own security system. Next they said leave it in the house. But I had already had it removed. Question after question for me to keep this system was very upsetting for me. The 4th agent I spoke with, asked all of the questions the others asked. I was so angry I said said if she wouldn’t cancel me I would go to my bank and cancel any future payments, & she told me it would destroy my credit then she said she has to ask you more questions, my reply was the answer is NO to any questions you have to ask! CANCEL me and I hung up and drove to my bank and canceled any future payments. August 13 Vivint calls me to say I owe the $50 plus not sure of this amount. This call was the same as the July 2nd call, another call August 28th with another agent from Vivint again and this time I’m told I-have to get a notice of cancellation with my name, the service number & address of service, and reason for cancellation. I did this. And at the end of this notification they have a number to call. That didn’t even work. They weren’t a bad company you just can’t cancel them. People need to knowBusiness Response
Date: 09/04/2025
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 a resolution has been agreed upon. At this time, Vivint has agreed to complete Ms. ******'s cancellation, backdated to July 2, 2025. A cancellation confirmation email will be sent to Ms. ****** when all is resolved.
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: 09/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23825958, and find that this resolution is satisfactory to me.
Sincerely,
***** ******
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