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
- 8,543 total complaints in the last 3 years.
- 3,058 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:11/03/2025
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.
I received a bill for $611.00 related to a Pro Outdoor Camera. After conducting some research, I contacted Vivint and spoke with a representative who removed $432.99 from the account. However, I had to call a second time because I was still being charged $106.00 for an installation allegedly performed on October 24, 2025. I did not have an outdoor camera installed on that date.
The representative submitted a request to have the $106.00 removed from my account. Despite this, on November 3, 2025, I received a notification about a payment of $177.00—still insisting that a camera had been installed.
I then spoke with someone via Vivint Chat who continued to assert that the installation occurred. I explained that I do not owe $177.00 and was instructed to contact the Loyalty Department, marking the third time I’ve had to escalate the same issue.
I spoke with a representative named ******, who repeated the same information from the account notes without researching the matter further. He placed me on hold for over 10 minutes, only to inform me that the issue was outside his scope to resolve. I asked why this wasn’t communicated earlier in the call.
Additionally, I made a $72.00 payment toward my October bill, but it is not reflected on my account.
I am requesting a full review of this billing discrepancy, correction of any inaccurate charges, and confirmation that my October payment has been properly applied. I would appreciate a resolution without further escalation, as this issue has already consumed significant time and effort.
Business Response
Date: 11/04/2025
11/04/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24101213
Complainant: ****** *********
Vivint Account #: A-********
Date of Agreement: 12/28/2018
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 apply a credit in the amount of $106.70 to Ms. *********'s Vivint account. Ms. ********* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 11/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24101213, and find that this resolution is satisfactory to me.
Sincerely,
****** *********Initial Complaint
Date:10/29/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed up for vivint home security in august, and we were told by the salesman we had 3 months to cancel at no cost.
When we tried to cancel in October (inside the 3 month window), we were hit with a $5,000 bill.
We were robbed once when some criminals rummaged through our car and it cost us ***be $100. The next day, we were robbed again by the salesman who scammed us out of thousands.Business Response
Date: 10/30/2025
Vivint Account #: ********
Case #: CA-*********
??????? ?
To Whom It *** Concern:?
I have reviewed the information provided by Mr. *** and appreciate the opportunity to respond. ?
In the complaint, Mr. *** has requested a refund due to states he signed up for Vivint home security in August after being told by the salesman he had three months to cancel without penalty. When he attempted to cancel in October—still within that window—he was unexpectedly charged $5,000. After a minor car break-in cost him around $100, he felt the real theft came the next day when the salesman misled him into a costly contract.
Vivint’s records show that Ms. *********** successfully completed the identity verification process through Prove/Au10tix. This process is a critical component of Vivint’s customer onboarding protocol, designed to ensure the integrity of account creation and to safeguard against fraudulent activity.
As part of this verification, all required documentation was securely transmitted to Ms. ***********’s verified phone number for her review and electronic signature. The following documents were signed via this secure platform:
Terms of Alarm Monitoring, Installation, and Sale, which clearly outline the total cost of equipment and services; it also clearly outlines the Notice of Right to Cancel/Buyer’s Right to Cancel on page 2.
Fortiva Credit Application, which prominently displays a notice regarding a hard credit inquiry and includes a checkbox for acknowledgment;
Pre-Installation Survey, which details monthly rates for both Vivint and Fortiva, and includes two clarifying questions to confirm the customer’s understanding and acceptance of the three-business-day trial period.
Vivint relies on the validity of these signed documents unless the customer provides credible evidence to dispute them. As of this date, Ms. *********** has not submitted any documentation to challenge the signed agreements.
According to Vivint’s records, Ms. ***********’s Pre-Installation Survey confirms she was provided a three-business-day Right of Rescission (ROR)/Trial Period, which concluded on September 4, 2025. There is no documentation indicating a three-month trial period or any offer of three months free.
Vivint’s records also show that Ms. ***********’s first cancellation request was made on October 29, 2025.
A Vivint representative has reached out to Mr. *** and a resolution has not been agreed upon.
After a thorough review of the account, Vivint has agreed to honor the three-month Right of Rescission (ROR)/Trial Period, contingent upon valid proof of the offer.
As a gesture of goodwill, and in the absence of additional supporting documentation, Vivint is also offering a $15 monthly discount on monitoring services for a period of 60 months.
These offers are pending account verification and acceptance by Ms. *********** or Mr. ***.?
To resolve this matter, Mr. *** *** contact Vivint’s representative to proceed with the proposed resolution. Mr. *** *** contact Vivint’s representative with any questions or concerns he *** have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 10/30/2025
Complaint: 24078810
The salesman told us, verbally, that we had three months to cancel.The scam company, Vivint, has responded with the claim "you can't prove it, and we have the predatory contract".
Vivint have a long record of fraud and deception, and you can add us to the long list of victims.
Sincerely,
***** ***Initial Complaint
Date:10/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In August 2025, we moved our Vivint home-security system to our new home instead of buying a new system—a costly mistake. Since then, Vivint’s customer service has been almost nonexistent. We endured roughly 7 missed installation and service appointments, wasting entire days waiting for technicians who never arrived. Each time we called, we spent 30–60 minutes on hold and were told we were “on the schedule,” only for no one to show.
The final incident occurred on October 21. A technician was scheduled 8–12 a.m.; no one came. When rescheduled for the next day between 12-4, a technician called at 7:15 a.m. pressuring my pregnant wife—home alone with our one-year-old—to let him come early because he had a “busy day.” He arrived in an unmarked vehicle with another person inside, was abrasive and dismissive, failed to repair the original camera, and somehow disabled all remaining cameras.
We immediately called Vivint, explained our safety concerns, and specifically asked not to be assigned that technician again. Vivint confirmed multiple times that he would not return. The next day, that same technician began calling and texting my wife directly, insisting on coming back to our home. We were left frightened, with all cameras inoperable and no faith in Vivint’s ability to protect us. Vivint had rescheduled us with the technician we explicitly requested to avoid.
When we requested a refund for our equipment, Vivint refused, stating we were “stuck” with the equipment because we had paid up front. Their model seems designed to trap customers: take payment for expensive, proprietary hardware, then provide substandard service with no accountability.
Requested resolution: Full refund of all equipment.Business Response
Date: 10/27/2025
10/27/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *********
Vivint Account #: A-********
Date of Agreement: 9/1/2023
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond.
In the complaint, Mr. ********* stated that due to multiple missed installation and service appointments, lack of customer support, and ongoing technician issues, he is requesting a full refund for all equipment installed since 2023.
Vivint’s records indicate that Mr. ********* signed a Purchase and Services Agreement on 9/1/2023. Vivint’s records show the Vivint account will be processed for cancellation within 30 calendar days following this Notice of Cancellation.
A Vivint representative has attempted to reach Mr. ********* to assist with this matter via phone and email. After reviewing the account, Vivint agrees to downgrade the equipment installed in August and issue a corresponding refund.
To resolve this matter, Vivint agrees to the resolution as stated above. 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I just want to confirm three things. 1. The refund will be $1,212; 2. The removal of the equipment will occur when I am home; and 3. Vivint does not schedule the same technician that gave rise to these issues. Vivint should also be aware that when it scheduled a technician appointment with "Trinity" the same technician that gave rise to these issues was assigned to the appointment.
Last, I would like Vivint to keep the feedback of this technician anonymous so he cannot trace it back to us. He knows our address, has our phone numbers, knows my wife stays home alone with our one year old son, knows that all of our cameras are down, and knows the code to deactivate our security system.
Sincerely,
**** *********Customer Answer
Date: 10/30/2025
Complaint: 24061750
I am rejecting this response because:I filed BBB Complaint ID: ******** against Vivint. They offered to refund equipment purchased in August 2025. I accepted, as long as the technician scheduled to remove the equipment was not the one that gave rise to our complaint. I also noted that when Vivint previously scheduling the technician *******, the technician we complained about was assigned the appointment. Well, Vivint went ahead and scheduled ******* despite my warning. So I would like to withdraw my "acceptance" of this resolution, because clearly Vivint has no control over its technicians and does not take our safety concern seriously.
Sincerely,
**** *********Initial Complaint
Date:10/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to close my Vivint home monitoring service. I have not signed any new contract with them and they are telling me that when I called to cancel my service, I agreed to defer my service over the phone which extended a new contract that is extended until 4/2027 and that I have to pay 600.00 to cancel and close my account. Please helpBusiness Response
Date: 10/27/2025
10/27/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: A-********
Date of Agreement: 4/23/2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. *****, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. *****'s Vivint account. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionCustomer Answer
Date: 10/27/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******** *****Initial Complaint
Date:10/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I agreed to a contract extension in Nov 2024 with a quoted monthly fee of $24.99, however I was instead charged $40 a month. I discovered recently that I have been over paying for the last year because until then the payment was automatically debited from my bank account. I called two weeks ago to inform the customer loyalty team of the over payment and I was promised a refund of $119 on a recorded line within the next 48-72 hours. I did inform them at that time that I would not be making any further payments until I received a refund or a credit to my account in the amount of the over payment. Instead of providing the promised refund, I continue to get a notice that my bill is overdue and being threatened that my account will be sent to collections. I called today to close my account because of these issues and was told my account could not be closed because it was not in good standing, even though I had already overplayed them more than what they are saying my account is overdue for. I am very upset and afraid thaty account will be sent to collections and negatively impact my credit.Business Response
Date: 10/30/2025
October 30, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/31/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24059384, and find that this resolution is satisfactory to me.
Sincerely,
****** *****Initial Complaint
Date:10/24/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to cancel my account since June 23rd, 2025. I moved from my home to a secure apartment building and no longer need their security service. I asked the new owners if they wanted the service and they did not. They wanted me to ask friends and family if they wanted the system transferred to them they do not want it. I was required to pay off the rest of my contract which was to expire January 2026. I sent $117 and cents. Don’t remember exact amount. Instead of buying out my contract they put that money towards two months monthly charges. Making me think my service was canceled. . They also wanted me to submit a form telling them why I wanted to cancel which I did through their documents web site. They say they got nothing from me. I called when they charged my account again this month. A rep sent my concerns to the cancel department. They sent me an email denying my cancel request. I should just have to say I want to cancel and it should be done. I will be canceling my debit card and getting a new number so they can’t take any more money out of my account. I really need your help to get this account canceled for good. I feel they use unfair business practices to keep people in their system against their will. I don’t need a security system now. They also keep saying they will send me new updated equipment to my apartment but they don’t listen to me when I say I don’t need it anymore. I am at a loss to what to do. I tried contacting the FTC but they are closed due to the shutdown. I will also be filing a complaint with the MN Attorney General’s office.Business Response
Date: 10/27/2025
10/27/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24059245
Complainant: ***** *****
Vivint Account #: A-*******
Date of Agreement: 6/18/2014
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. *****, and a resolution has been agreed upon. At this time, Vivint has agreed to process a refund in the amount of $47.14 and expedite Ms. *****'s cancellation process. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionCustomer Answer
Date: 10/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24059245, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:10/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have repeatedly requested cancellation by phone. Representatives refused to process my cancellation and said they would continue billing until an alleged balance was paid in full. Most recently, ***** (employee #*******) refused to cancel and stated billing would continue. Despite my cancellation requests and non-use of the service they continue to add $74.36/month and mark the account past due.Business Response
Date: 10/30/2025
October 30, 2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Mr. ***** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24055559, and find that this resolution is satisfactory to me.
Sincerely,
******* *****Initial Complaint
Date:10/23/2025
Type:Status: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.
For over a year, I have had numerous pieces of equipment that did not work from Vivint such as my motion detector and my glass breakage. I have been out of contract since 2023 and my equipment has been paid off since that time.
Two months ago my back door camera start stopped working and they did send me another piece of equipment stating it would be at no cost because of being a "loyal customer." I was later billed for that equipment.
In September 2025 I received a text stating that the police been dispatched to my home for an alarm. There was no alarm noted on my panel or my app on my phone. When I called the company, the woman that answered did not even want to discuss the "alarm" but wanted to sell me the equipment that I said I needed replaced.
I asked to be canceled from their system, and I was told they couldn't cancel my account.
That same situation happened again in October 2025. Police were dispatched, no alarm on the panel or on my app and again the person that I talked to from the company wanted to sell me upgraded equipment and replacement did not want to discuss the "alarm " I did call the police and tell them to not respond to any calls from my alarm company, and that I was removing the equipment.
I have made numerous calls to the company to cancel my account and now I am told that they have an extended my contract till 2026 which I did not agree to. When I kept saying cancel my account, cancel my account, the person on the phone hung up. When I called back, the person was making weird laughing sounds into the phone and then hung up on me. This went on for 4 more calls when I called them back. After that I I was disconnected immediately.
I replaced my card that they using and they found a way to get to the new replacement card through MasterCard. I have since canceled my bank card account. They are still billing me even after I have sent the required letter via certified mail with return receipt and to their customer service email.Business Response
Date: 10/28/2025
10/28/25
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 24054657
Complainant: ***** ******
Vivint Account #: A-********
Date of Agreement: 8/15/2017
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ******'s Vivint account. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/23/2025
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 or around, July? Or August of 2023I moved, and I called vivint to advise them to disconnect the service. I keep getting built so I call vivid again and say to please disconnect the service they play a lot around with me while I'm on the phone laughing joking or what have you never get me to where I need to go and the services are being utilized by somebody else who lives there, I don't live there. I moved, so I called back again and tried to explain to these people that I don't live there, so they said we'll turn it off. If you pay the balance on the bill, I'm Paying a bill for something that I don't live there anymore.So now I get an email stating that they're going to disconnect the service woohoo, but now they're gonna put me in collections, so I need you to handle this from me please.\nI should not be charged to turn off services when I have not lived there since 2023.This is 2025.Please help This has got to be against the law. I worked in communications for 32 years and the company I worked with also used to do the same practices until they were told that it was illegal. So I need someone to look into this and prevent these people from putting this on my credit report, which is also should be against the law.Business Response
Date: 10/27/2025
October 27, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by Ms. ******** and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:10/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A Vivint representative came to our door one afternoon claiming that since we had paid off our equipment, they were running a deal for loyal customers and could upgrade our equipment at a discounted rate. He said X, Y, and Z would normally be about $25/month, but right now it's only about $20/month. So we go ahead and upgrade some of our cameras. They install them the very next day. Then I happen to be on the website and I go look at the prices of everything we just upgraded, and it's exactly the same price as our supposedly "discounted" upgrades for being such loyal customers.
I call to talk to them about it, and I'm basically told that since they already installed everything, they cannot adjust the pricing at all. That's ridiculous. So basically since I didn't catch them in their lie before the install, tough luck?
I will literally warn EVERYONE I know not to use Vivint, because this is the SECOND time they've scammed us.
The first time, when we initially signed up with them, the sales representative had told us that Vivint would buy us out of our current security contract. Vivint said up to $800 but ours was $1200, so he told us he got special approval to up the buyout. (We literally watched him call someone!) When Vivint only sent us a check for $800, I called to ask about the remaining $400, and they told me that if we were told anything above the $800, then the salesman was offering that out of his own pocket, and we would need to contact him directly about that. Guess who never answered our phones calls or texts after that point?? So Vivint is out there letting their sales representatives promise stuff they know isn't true and they won't follow through on, and then there are no consequences for it. I'm absolutely tired of this. Like I said. We will warn everyone we know about these sketchy sales tactics.Business Response
Date: 10/28/2025
10/28/2025
Better Business Bureau of Utah 3703 W 6200 S
Salt Lake City, Utah 84129
To Whom It May Concern:
Vivint has reviewed the information provided by ******* ******* and appreciates the opportunity to respond.
We have contacted them, and a resolution has been agreed upon at this time.
If they have any questions or concerns, they may contact Vivint’s representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 10/29/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 24053413, and find that this resolution is satisfactory to me.
Sincerely,
******* *******
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