Business Profile

Security Systems

Vivint Smart Home

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

8,098 total complaints in the last 3 years.
2,839 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:07/10/2025
Type:Service or Repair Issues
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 am filing a complaint against Vivint due to a service failure that has persisted for over a month. The playback feature on our security cameras has been non-functional, leaving us unable to view any recordings. This is a significant safety concern and undermines the core service we are paying for.

I have contacted Vivint customer service multiple times, spending several hours troubleshooting. Ultimately, I was informed that the issue is due to a software problem that the company is working on. A support ticket was created, but I have not received any meaningful updates or resolution.

I followed up again and, while the representative did call me back, it was at 6 a.m. just to inform me there were no updates. Since then, I have heard nothing further, and the problem remains unresolved.

Given the length of time this issue has gone unresolved, the lack of reliable service, and the poor communication from Vivint, I am requesting that my contract be voided so I can switch to a more dependable security provider.

Thank you for your attention to this matter.
Business Response
Date: 07/16/2025
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 cancellation or resolution due to a month-long failure of the playback feature on her security cameras. Vivint’s records indicate that there is currently no work order on the account to address the DVR malfunction. However, a new Space Monkey DVR was shipped on July 15, 2025, and is expected to arrive within 5–7 business days.

A Vivint representative has attempted to contact Ms. ****** via phone and email to assist with this matter. In addition to the DVR shipment, a one-time credit of $104.28—equivalent to two months of free monitoring service—has been applied to her account to help compensate for the inconvenience. Vivint is also happy to schedule a complimentary technician visit for a full system diagnostic and performance check, pending account verification and Ms. ******’s acceptance of the proposed resolution.

To move forward, Ms. ****** may contact Vivint’s representative directly with any questions or to proceed with 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 Resolutions
Customer Answer
Date: 07/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23583324, and find that this resolution is satisfactory to me.

Sincerely,

****** ******
Initial Complaint
Date:07/08/2025
Type:Service or Repair Issues
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 signing a new contract May 2025, I specifically requested a 2year contract and was informed they could NOT do that and that i would have to sign a 3 year. In doing so, they assured me i would have a 12 month deferral (pause) should I move in the near future. We are in the process of now moving and upon calling their home moving team, i was informed that the deferral was denied and they were sorry but that i was provided mis-information, and that my 12 month deferral was used up (several years ago on an old contract). I informed them i was on an entirely NEW 3 year contract and that I was 100% informed i could be rest-assured that should i move i had a 12 m deferral to use in the near future. This was a false claim by their rep, and i never would have signed a contract knowing i could not defer. I asked for them to please make this right for misleading information and deceit to get me to sign a contract with them, one way would be to waive the install fee for installing the technology in my new home, they denied helping me with this. What is a good citizen to do? This makes no sense to me and is not right. I then asked if they would just release me from the contract entirely? Or change the terms to 2 -years if they are not going to allow a deferment, and again- denied. My hands are tied. this is unfair and not right that the 12 month deferment does not even exist in this case- with a newly signed contract that i did not want in the first place.
Business Response
Date: 07/16/2025
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 move Ms. ****'s service to her new address and waive the installation fee. In addition, Vivint will issue a credit for 6 complimentary monitoring as a sign of goodwill.

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 Resolutions
Customer Answer
Date: 07/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23572619, and find that this resolution is satisfactory to me.

Sincerely,

******** ****
Initial Complaint
Date:07/08/2025
Type:Service or Repair Issues
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 CALLED AND CANCELLED MY SERVICES NOVERMBER 2024 DUE TO ME MOVING AND THE AREA THAT I MOVED IN THE INTERNET SIGNAL WAS TOO WEAK TO SUPPORT THE CAMERAS FOR VIVINT. I HADN'T HEARD OR HADN'T BEEN CHARGED FOR OVER 3 MONTHS THEN I RECEIVED A LATE BILL, I HAD TO CANCEL MY CARDS DUE TO OVERDRAFT OF UNAUTHORIZED PAYMENTS AFTER INFORMING THEM TO REMOVE MY DEBIT CARD FROM THEIR SYSTEM. THEY REFUSED. I WAS TRANSFERRED SEVERAL TIMES BUT TOLD ME I COULD NOT CANCEL. I ADVISED THAT THEY COULD CANCEL AND CHARGE OFF HOWEVER THEY STILL HAVE NOT CANCELED ALTHOUGH SERVICES HAVE NOT BEEN UTILIZED AS CONFIRMED BY VIVINT SINCE NOVEMBER OF 2024. IVE ASKED TO CANCEL SEVERAL TIMES AND I AM DONE TALKING TO THEM WITH NO RESOLUTION YET I'M GETTING CHARGED EVERY MONTH FOR A SERVICE THAT I CAN NOT USE AND THEY ARE AWARE OF THIS
Business Response
Date: 07/15/2025
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 for Vivint to correct her Credit Report and Billing adjustments due to the account being in an active state.

Vivint’s records show there hasn't been any contact with the customer since June 2023

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 the cancellation process, 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
Customer Answer
Date: 07/16/2025

Complaint: 23570589

I am rejecting this response because: that information is false I’ve been contacted several times and when I let them know that I told them in November of 2024 I was moving. When I made it to my new residence the internet is so weak that it doesn’t support Vivint cameras. The fact that I literally just got off the phone with you yesterday and you saw where I was contacted and where I contacted Vivint reiterating the same thing that I’ve been saying since November further shows the unprofessional and deceptive practices that you all are doing. i have been reached by phone, text and email. I should’ve done my research because I would have known that this deceptive practice is what you all are known for and that there’s even a ln ongoing lawsuit. I will be taking this all the way.

Sincerely,

****** *****
Initial Complaint
Date:07/08/2025
Type:Service or Repair Issues
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 contacted Vivint multiple times to cancel my services, the first time I was assured that my cancellation was submitted and it came back denied by the company.

The second time they said there was an issue and they had to resubmit

The third time I was hung up on

The fourth time I was told the reason for the denial was that the representative did not fill out information correctly which is why my original cancellation was denied and that the proper information had been documented and that my cancellation would go through.

I called back one more time trying to get my services cancelled again and was told that they had to resubmit my cancellation again and then submitted this report.

Vivint is taking advantage of people by refusing to cancel their services and going out of their way to try and make it as hard as possible even when there is absolutely no reason not to do as the customer asks.
Business Response
Date: 07/14/2025
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 cancellation of his account due to multiple attempts to do so.?

Vivint’s records show Mr. ******' account has now been cancelled.?

A Vivint representative has attempted to reach Mr. ****** to assist with this matter via phone and email. After reviewing the account, there is still a refund waiting to be sent to Mr. ******. If Mr. ****** can verify his address and passcode to Vivint's representative, the refund of $105 will be sent to Mr. ****** via check.?

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: 07/15/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23569172, and find that this resolution is satisfactory to me.

Sincerely,

**** ******
Initial Complaint
Date:07/07/2025
Type:Sales and Advertising Issues
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.
# BBB Complaint Against Vivint

**Issue:** Repeated violation of posted “No Soliciting” sign by door-to-door sales representatives

**Details:**

As an existing Vivint customer, I have a clearly posted “No Soliciting” sign at my residence in Texas. Despite this, Vivint sales representatives have repeatedly ignored this sign and continued to ring my doorbell multiple times over the past year under the guise of “checking in” on my service.

These visits occurred multiple times during the summer of 2024, with the most recent occurrence on July 7, 2025. Each time, the representatives claimed they were just “checking in” but then proceeded to attempt to sell additional services or system upgrades.

This behavior violates my clearly posted no soliciting sign and constitutes unwanted door-to-door solicitation. As a customer who already has their service, I should not have to deal with aggressive sales tactics at my own home, especially when I have explicitly posted signage to prevent such visits.

**Resolution Requested:**

I am requesting that Vivint:

1. Add my address to their internal do-not-visit list
1. Cease all door-to-door sales visits to my property
1. Respect posted no soliciting signs as required by local ordinances
1. Provide written confirmation that no further unsolicited visits will occur

This practice is disrespectful to customers and potentially violates local no soliciting ordinances. I expect Vivint to honor my clearly posted wishes and cease these unwanted sales visits immediately.
Business Response
Date: 07/14/2025
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 No further contact by the business due to states sales representatives repeatedly ignored his clearly posted "No Soliciting" sign and visited his home under the pretense of checking on his service. Despite being an existing customer, he experienced multiple unwanted sales visits, including the most recent on July 7, 2025, which he found intrusive and in violation of local ordinances. He is requesting that Vivint stop all door-to-door visits to his property, respect his signage, and confirm in writing that no further unsolicited visits will occur.

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 add Mr. ******'s address to our "Do Not Contact" list, 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: 07/15/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23567325, and find that this resolution is satisfactory to me.

I responded via email to the Executive Resolution team email indicating my acceptance and appreciation of being added to their no contact list.

Sincerely,

****** ******
Initial Complaint
Date:07/07/2025
Type:Service or Repair Issues
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 was sold a security system with cameras that either did not work or worked intermittently. Also install was not satisfactory.
I canceled my account within the 30 day trial and made appoints for the uninstall. They haven't shown up for the appointments. They give me the runaround about schedules. They shut off mt access to the cameras so I do ny feel safe. This has been going on for over a month.
I cant register with a new security company until Vivint uninstall so I currently have no security and again I do not feel safe.
Business Response
Date: 07/11/2025
Vivint Account #: ********
Case #: CA-*********
??????? ?
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 Vivint finish the Job due to states she was sold a faulty security system with cameras that either didn’t work or only worked intermittently, and the installation was unsatisfactory. Despite canceling within the 30-day trial and scheduling uninstallation appointments, the company has repeatedly failed to show up and has cut off her access to the cameras, leaving her feeling unsafe. Over a month later, she still cannot switch to a new provider because the system hasn’t been removed.

Vivint’s records show Ms. *******'s account was cancelled and fully refunded on June 6, 2025 & the equipment was uninstalled July 9, 2025.
Vivint's records show a Home Damage case has been created and a settlement of $431.95 has been agreed upon. Vivint is waiting for Ms. ******* to sign the Release and Settlement.

A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, it appears Ms. *******'s main concern has been resolved. Vivint will send a Cancellation Confirmation Email, 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
Customer Answer
Date: 07/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23564064, and find that this resolution is satisfactory to me.

Sincerely,

**** *******
Initial Complaint
Date:07/04/2025
Type:Sales and Advertising Issues
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.
07/04/2025
Door to Door Sales for Vivint
Young male & female

After the sales pitch to parents, i get called and here them out after words i say i dont want it.
Female Salesman thinks its funny about after saying the price is to high and looks at her colleague like its a joke.
Male kept insisting who to call when i kept saying "I DO NOT WANT VIVINT"
Asking why i dont want the service, i just dont want it! says they have to but something down, after the 5th time asks if he can put down to expensive as my reason and i said sure.

Then says other people i stated previously that had the service are smart for getting the service which implies i am an idiot for not getting the service or how ever one should take a response after the talk about not wanting service.

STOP being so Aggressive to get the sale and BE more Professional. Ridiculous

Did not understand the meaning of "I do not want Vivint" 7 times
Business Response
Date: 07/11/2025
Vivint Account #: Not Applicable
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 Vivint to hire new sales representatives due to an unprofessional sales experience with Vivint representatives on July 4. Mr. ******* states that despite clearly stating multiple times that he did not want the service, the representatives continued to pressure him.

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 add Mr. *******'s address to our Do Not Knock list, which will prevent our representatives from visiting, pending verification and acceptance. Additionally, we have included a link below where Mr. ******* can verify a representative’s badge ID to confirm their employment with Vivint.
Vivint | Verify Your Representative or Technician

To resolve this matter, Mr. ******* may contact Vivint’s representative to proceed with the proposed resolution. Mr. ******* on 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: 07/14/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23557309, and find that this resolution is satisfactory to me.

Sincerely,

***** *******
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
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 was contacted by a door to door salesman who said our door bell and camera were outdated and offered an upgrade at no charge. Since I am on ss and elderly i asked at least 10 times how much- he said only 3-5$ fee on vivant bill. I agreed, then he told me i had to open an account with Fortiva( i now know that is a finance company) he told me it was to be able to see where equipt was being used and nothing billed, I got a letter from Fortiva that i had opened a line of credit, with a credit card attached. They said i had been billed $1082.00 for equipt and would be paying them $19 month. This is not what i agreed to. The man even facetimed his boss to verify since i was hesitant. This is unfair and deceptive practice and abuse to elderly! I want this removed from my credit report and fixed as if never on there. He also told me i could discard my old equipt so now Vivint wants to come remove their equipt and me purchase new equipt from them. I am turning to you since i feel i can't get any resolution or trust anyone. i have been on phone 2 1:2 hours in last 2 days and they have very few notes. I must have gone over this 5 times, please help me! i want this off my report and don't know what to do about new equipt, i am on fixed income. thank you
Business Response
Date: 07/11/2025
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 cancel the account and forgive the loan. 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 Resolutions
Customer Answer
Date: 07/17/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23553620, and find that this resolution is satisfactory to me.

Sincerely,

***** *****
Initial Complaint
Date:07/03/2025
Type:Service or Repair Issues
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 called to cancel my account as I was laid off and unable to pay my monthly fee. I have been with Vivint for 10 years with no late payments or issues at all. When I called to cancel the lady said my contract was extended until 2027. When I asked for proof she sent me an electronically signed extension for some “new” equipment that I apparently extended my contract.
Business Response
Date: 07/09/2025
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 to cancel her service due to financial hardship.

Vivint’s records show that Ms. ******* called on July 2, 2025, to proceed with cancellation after recently losing her job. She disputed a contract extension, stating she never agreed to it. However, our records indicate that the contract was extended on March 24, 2022, leaving 20 months remaining and an early termination fee of $691.30.

A Vivint representative has attempted to reach Ms. ******* via phone and email to assist with this matter. After reviewing the account, Vivint is prepared to proceed with one of the following resolution options, pending account verification and acceptance by Ms. *******:

1. Cancellation of Monitoring Services
Cancel the monitoring agreement while allowing Ms. ******* to continue making payments solely for the equipment.

2. Account Deferment
Defer the account for 12 months, giving Ms. ******* time to recover financially before resuming payments and services.

3. Loan Forgiveness and Equipment Retrieval
Vivint forgives the remaining balance on the account and arranges to retrieve the installed equipment.

To resolve this matter, Ms. ******* may contact a Vivint representative to proceed with the proposed resolution or to address 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 Resolutions
Initial Complaint
Date:07/03/2025
Type:Sales and Advertising Issues
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 had a Vivint employee at our door in 2023 and we told him that we were going to be moving soon and he said that it was free to uninstall and reinstall at our new location. They also stated that there was no contract associated with them. When it came to us moving in 2024 Vivint would not cover costs associated with moving nor could we cancel our services as we were under a contract. I have called since then and still couldn’t cancel because they said we were still under contract without telling me how long the contract was.
Business Response
Date: 07/10/2025
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. ******** about Mr. ********* account and a resolution has been agreed upon. At this time, Vivint has discussed 4 options for Ms. ******** & Mr. ********* consideration:

1. Buyout Promise – Pay off all equipment & cancel the account.
2. Move Equipment – Installation Fee waived by Vivint
3. Takeover – Equipment must be paid in full before anyone can takeover the account.
4. Buyout50 – Pay 50% of the remaining contract at $848.52 + pay off equipment on their own time.

Ms. ******** or Mr. Freeman 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 Resolutions

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