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
- 6,240 total complaints in the last 3 years.
- 2,192 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/15/2025
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 completed 5 year contract. Even though just over a year into my contract their equipment failed, and they refused to come out to evaluate and fix their equipment without charging me. I finally completed my contract in July 2025. I called on July 17th to cancel, after having to go through 3 different people, they finally allowed me to cancel. In August 2025 a bank draft for another month of service! I called talked to 2 different people, they said they canceled it. The. Today 9/15 another bank draft for another month of service! I called talked to someone. They said I have to agree to another payment if I wanted to cancel! No. I want this cancelled and I want 3 months refunded to me! This is absolutely crazy!!! It’s easier to get a divorce!
Business Response
Date: 09/16/2025
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 expedite Mr. ********'s cancellation, process a refund in the amount of $111.32 in the form of a check and add Mr. ******** to the No Knock List 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: 09/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23887530, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:09/15/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 25, 2025, I moved and the day before had a Vivint representative remove the equipment. On separate occasions I attempted to have someone come reinstall the equipment, but no one ever called to confirm an appointment, so at that point I requested my account just be cancelled since my original contract already came to an end. With the INSTALLATION at the NEW address, a new contract for one year should have gone into effect for a lower monthly rate. Without being able to use the services, I should not be charged a monthly service fee, and a contract should not have even gone into effect. I called several times over the last two months and was told that they were cancelling the contract and refunding my money. They never did either. Today I was contacted for an overdue bill, a bill that is for services I have not used since moving, that I informed them I will not pay. When asking to speak to a supervisor, they just told me it wasn't possible because they were on another call, I asked for the supervisor's name, and he said it was "Lovely", and they are not allowed to provide last names. The rep said his name was "******" and badge is *******, I do not believe these are their real names. A representative previously even became very rude with me for wanting to cancel and stated, "you must not care about your daughter's safety," for wanting to terminate service. I do to care for a refund, at this point I need my account closed and balance erased. This is absurd. Every time I call, I am ignored and transferred until I give up and just have to hang up the phone. This is the most unprofessional company I have ever used in my life.Business Response
Date: 09/17/2025
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 downgrade the equipment, which includes the removal of 2 outdoor cameras and 2 spotlight cameras. A technician will be scheduled to complete the equipment pull. Once this has been completed, we will proceed with submitting the request to reinstate the previous contract term, downgrade the equipment, refund the associated line of credit Lastly, Ms. ****** has decided to move forward with canceling the account. Submitting the account for cancellation will be the final step in this process. 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: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23884396, and find that this resolution is satisfactory to me.Just to make sure this is completely accurate, the equipment will not need to be pulled because it is already in its original packaging and is ready to be picked up. Also, with all of this I hope that the balance for the months the equipment wasn’t in use is also refunded and cleared from the account.
Sincerely,
******* ******Initial Complaint
Date:09/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint Salesman constantly knocks on my door even with a “no soliciting” sign. I told him multiple times to leave my property and he kept trying to sell me security. I constantly deal with the same issue from Vivint.Business Response
Date: 09/16/2025
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 that Vivint cease all further contact due to unwelcome solicitation.
A Vivint representative has attempted to reach Ms. ******* via phone and email to assist with this matter. After reviewing the account, Vivint will add her contact information to our Do Not Call/Knock list to prevent any further outreach once the correct address is submitted.
To resolve this matter, Ms. ******* may contact Vivint’s representative to proceed with the proposed resolution or to address any questions or concerns she 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 ResolutionsCustomer Answer
Date: 09/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23878544, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Initial Complaint
Date:09/12/2025
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.
We’ve had Vivint for the past probably 5 years. It’s always an issue with the equipment, cameras not working. Today we had a group of juveniles looking into our cars and the cameras did not get it picked up. Cameras suddenly stop working and it’s always an issue after issue. We always have to restart everything, and their resolution? A protection plan for a service that does not meet their selling points. It’s suppose to be the best of the best but it is the worse. I’ve tried cancelling today and they’re just giving me the run around.Business Response
Date: 09/16/2025
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 cancel Mr. *****'s Vivint 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: 09/16/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23875035, and find that this resolution is satisfactory to me.
Sincerely,
**** *****Initial Complaint
Date:09/11/2025
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.
We inherited equipment from a previous owner who unbeknownst to us did not take very good care of it. We have had problems almost from day one. Promises have been made to upgrade equipment that have not come to fruition. Technicians have promised to return calls but have not. A tech visit was scheduled and cancelled without notification. Attempts to resolve this via online chat have been unsuccessful as have all attempts to call any Vivint phone number. All Vivint phone numbers are stuck in a loop where you are greeted then transferred before being provided an opportunity to select an option and then you are transferred back to the initial greeting. This occurs at Vivint Customer Retention ************ as well as every other # associated with Vivint.
A dispute has already been filed for the total charged to my credit card.
We want our money back and our contract cancelled without any additional charges or repercussions.Business Response
Date: 09/16/2025
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 cancel Mr. *****'s Vivint 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: 09/16/2025
Complaint: 23872614
I am rejecting this response because: the agreed upon resolution included a full refund of all monies previously paid to Vivint ($96.47).In my opinion, this should be part of the permanent record for this complaint's resolution.
Sincerely,
*** * ***** **Business Response
Date: 09/16/2025
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 cancel Mr. *****'s Vivint account and process a refund in the amount of $96.47. 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: 09/18/2025
Better Business Bureau:My VISA account has been credited for the agreed upon amount!!
I have reviewed the response made by the business in reference to complaint ID 23872614, and find that this resolution is satisfactory to me.
Sincerely,
*** * ***** **Initial Complaint
Date:09/11/2025
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 made so many calls to Vivint, to get assistant with my alarm system, they wanted me at 66 to climb on a ladder in my home, and they will tell me what to do, i was scared i would fall, and i told them to cancel my warranty that i didn’t even ask for. In April 23,2025 i sent a certified letter with a check for June/July payment for service only. I have also called trying to cancel, i was place on hold then transferred to another department that also place me on hold, after 1 hour i hung up, i did this 3 different times. Then i paid Aug/Sept, and i am continuing to make my monthly payments. They have ignored all my call letters certified letters, but harass me about 10 times a day from many different numbers. I want them to stop calling sending letters and take that service warranty that i never asked for.Business Response
Date: 09/12/2025
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 Billing Adjustment due to stating she has made numerous calls to Vivint seeking help with her alarm system, but was told to climb a ladder at age 66 while they guided her remotely, which she found unsafe. Despite sending a certified letter with payment and repeatedly trying to cancel her service and an unwanted warranty, she was placed on long holds and transferred multiple times without resolution. Although she continues to make monthly payments, Vivint has ignored her communications and now harasses her with frequent calls from various numbers—she wants the calls and letters to stop and the warranty removed.
Vivint’s records show Ms. ***************'s account is in term until May 28, 2027.
Her last call to Vivint was on March 31, 2025.
She currently has a past due balance, which would cause the billing calls.
Vivint technical policy states 100% troubleshooting needs to be completed, before a technician is sent out, as most issues can be resolved over the phone.
A Vivint representative has attempted to reach Ms. *************** to assist with this matter via phone and email. After reviewing the account, Vivint is pleased to extend the following resolution for Ms. ***************'s consideration:
Removal of the Vivint Protection Plan, including a full credit of the past due balance, along with six months of complimentary monitoring service.
Early termination of your contract, with no additional charges or penalties.
These offers are 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions?Customer Answer
Date: 09/15/2025
Complaint: 23871707
I am rejecting this response because:just to be clear i am not under any contract because i paid cash for my equipment, so if you are offering me the removal of your protection plan, which is what i have been asking for and 6 months of complimentary monitoring service and a full credit of pass due, then YES, i will take that offer.
Sincerely,
****** ***************Business Response
Date: 09/17/2025
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 rebuttal, Ms. *************** has agreed to have the Vivint Protection Plan and 6 months of complimentary monitoring service and a full credit of past due
A Vivint representative has attempted to reach Ms. *************** to assist with this matter via phone and email.
Vivint needs to verify the account and go through a Legal disclosure with Ms. ***************, to remove the Vivint Protection Plan.
To resolve this matter, Ms. *************** will need to 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: 3401 Ashton Blvd, Lehi, UT 84043?or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions?Customer Answer
Date: 09/18/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23871707, and find that this resolution is satisfactory to me.
Sincerely,
****** ***************Initial Complaint
Date:09/09/2025
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.
To Whom It May Concern,
I am filing a formal complaint regarding the conduct of a Vivint door-to-door salesman who came to my residence on September 9, 2025, despite my clearly posted No Soliciting sign.
The salesman admitted he had read the sign but chose to ignore it. When I pointed this out, instead of acting respectfully, he responded in an unprofessional and condescending manner, asking me if I knew how to read. He then proceeded to make snide remarks about how he “makes a lot of money” going door to door, as though this excused his disregard for my request not to be solicited.
This behavior was not only a blatant violation of my posted sign but also incredibly disrespectful. Homeowners should not be subjected to harassment or rudeness at their own front doors, especially from representatives of a major company.
I request that the BBB document this complaint and that Vivint take accountability for the actions of its sales representatives. Specifically, I would like confirmation that Vivint will address this issue internally by:
1. Training its door-to-door sales staff to respect No Soliciting signs.
2. Enforcing higher professional standards when engaging with potential customers.
No consumer should have to endure this type of treatment in their own home.Business Response
Date: 09/12/2025
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 add Mr. ******'s address to the No Knock List and send feedback to the Sales Manager in that area. 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: 09/15/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23862493, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:09/09/2025
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 attempted to cancel my Vivint service multiple times since August 24, 2025, and Vivint has repeatedly stalled, upsold, or contradicted itself instead of honoring my request.
Aug 24, 2025: I emailed written notice requesting cancellation at the end of my billing cycle.
Sep 2, 2025: I called twice. The first rep refused cancellation, tried to upsell, and was so unclear (speech/headset issues) I had to end the call. On the second call (recorded with consent), the rep began clear but suddenly changed speech patterns once I declined offers, making the conversation confusing until I called him out, at which point his clarity returned. He still refused cancellation, claiming proof of contract was required.
Sep 2–present: I exchanged emails with a supervisor who admitted in writing that (1) no Purchase and Service Agreement is on file for my account, and (2) I am a month-to-month customer. Despite this, she insists cancellation cannot be processed in writing and must be done by phone.
Sep 9, 2025: I provided my phone number and a 9am–1pm call window. No call was received. Instead, Vivint claimed a “30-day notice” is required, even though I gave notice on Aug 24 and again on Sep 2. Any notice requirement has already been satisfied.
Key Issues: Vivint refuses to accept written cancellations, uses phone calls to upsell, admits I am month-to-month with no contract on file, and misuses “30-day notice” as a stalling tactic.
Resolution Requested:
Written confirmation that my account is cancelled effective Sep 22, 2025 (end of my current paid billing cycle).
Assurance no further charges will be made after that date.
Confirmation my account will not be sent to collections.
I have emails, the recorded call, and account documents showing no contract. I have acted in good faith; Vivint has not.Business Response
Date: 09/11/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
In his complaint, Mr. ***** requested immediate cancellation of his Vivint services effective September 22, 2025, with no additional charges billed after that date and written assurance that his account will not be sent to collections. These requests stem from a delayed cancellation process involving upselling, contradictory responses, and refusal to honor written cancellation notices.
Vivint’s records confirm that Mr. ***** contacted us in August 2025 to request cancellation. A Vivint representative attempted to reach Mr. ***** via phone and email to assist with the matter.
After reviewing the account, Vivint has approved the cancellation request and expedited the process. The account is scheduled to be closed within two business days, rather than following the standard 30-day cancellation period. No further charges will be applied, and the account will not be sent to collections.
Mr. ***** may contact Vivint’s representative directly with any questions or concerns regarding this resolution.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?, or fax number: (**** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsCustomer Answer
Date: 09/15/2025
I acknowledge that Vivint has now confirmed my account is cancelled, with no further charges or collections, which is the outcome I originally sought. For that reason, I find this resolution satisfactory.However, I want to note for the record that this resolution required multiple written notices, several unsuccessful phone calls, and ultimately the filing of this BBB complaint before Vivint acted. At no point should a customer be forced into repeated upsell attempts, contradictory explanations, or coerced phone calls simply to cancel a month-to-month account with no contract on file.
The cancellation itself is satisfactory, but the process was unnecessarily difficult and stressful. Future customers should be aware that persistence and escalation may be required to achieve even a basic cancellation.Initial Complaint
Date:09/09/2025
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 april 27, a Vivint sales representative came to my home. They offered security services but deliberately concealed the fact that they were applying for financing through a third-party company, Fortiva.
I was told my signature and documents were only for 'authorization' to install equipment and for Vivint's service. They never mentioned Fortiva, a loan, or a credit account. I never received contracts in Spanish, my native language.
I only discovered the problem when Fortiva began reporting a credit account I never authorized to the credit bureaus, damaging my credit score. This account number is XXXX-XXXX-XXXX-****.
I have already filed a formal fraud dispute with Fortiva's fraud department (I have proof of submission). I am filing this complaint to hold Vivint accountable for their deceptive sales practices and to request that they instruct Fortiva to immediately close the fraudulent account and remove it from all credit reports."Business Response
Date: 09/10/2025
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 close Fortiva account due to an open line of credit.
Vivint’s records show the V-sign was signed by Mr. ****** on 04/24/2025 at 10:39PM the customer agreed to the terms of opening a Line of Credit.
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 clarity on the account, pending account verification and acceptance by Mr. ******.?
To resolve this matter, Mr. ****** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ****** may contact Vivint’s representative with any questions or concerns he may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?or fax number: ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/08/2025
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.
For the first 15 months of having my Vivint system it was worry free. It was a self installation system that I received by mail ordering. If I need a technician for any help, that is not and option unless I would pay a $99 fee. Since things were going well, I ordered 2 outdoor cameras. When the cameras arrived from Vivint, they could not connect to their own equipment after multiple hold times and trouble shooting attempts. I returned the cameras to them. I bought on my own 2 light bulb cameras on my own to protect the outside of my home. Present day, I tried to change the security code to my Vivint system. After several days and hours and hold times, it was determined that my Hub base no longer works. They told me they would send me a new one and then I would be able to change my security code. I received the new Security System Hub and the entire system along with the phone App no longer worked. My house no longer had security for 4 to several days. Every evening after work I was on the phone troubleshooting with one service **** after another. No one truly knows what is going on with the equipment. I asked for in person service and was told that even though this was not my fault, I would have to pay $99 or more to have it looked at. After going back and forth, I called to discontinue my service. Then, they told me I would have to pay an early termination payment of $789.00 for breach of contract. I declined. They did not keep up their end of the terms by providing an optimal security system. Therefore, I consider our relationship ended.Business Response
Date: 09/11/2025
Vivint Account #: *********
Case #: CA-174486048
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 confirmed that services will be canceled and the buyout balance on the account will be waived.
Ms. ***** may contact Vivints 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: *************** ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/12/2025
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,
****** *****
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