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
- 7,919 total complaints in the last 3 years.
- 2,716 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:05/30/2025
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.
After 6 years I was tired of my cameras dropping offline and the app not connecting to the smart panel. I called and was told that my contract had expired which explained the increased fees. Vivint made no attempt to contact me about this or say it would lead to additional charges. I was also told that my smart panel was old when it was installed and that I needed a new system. I foolishly accepted their offer for an updated smart panel in a new 5-year contract with a reduced monitoring fee. I continued to pay the inflated fee while waiting for installation. After 3 months and 3 appointments, installation still hadn’t happened. Each appointment required numerous phone calls and weeks of waiting, only to have the technician show up with a service agreement that was very different from what was agreed to. I was also required to do 2 credit checks after they switched lenders and then a 3rd because of the delays. I’d lost all confidence in Vivint and canceled the new system and tried to close my account. I complied with the 30-day notice but was then told I couldn’t because I was somehow under contract. My contract was contingent on the new system being installed which never happened. I know I had only 3 days to cancel. The problem was, it took me 3 months of trying to get this system installed at the agreed price before I saw the magnitude of Vivint’s incompetence. Over a dozen lengthy phone calls, not once had they mentioned 2 separate contracts that have the same terms! Deceptive! Why would I commit to 5 more years with a faulty security system? I sent letters, emails, and did everything Vivint requested with their convoluted process of exiting a contract early. They denied each appeal and refused to contact me once a decision was made on my case. Each time I called back, no one had any idea what was happening. I uninstalled my security system (Vivint seems completely unaware of this) and continue to be billed for a contract that I neither agreed to nor benefit from.
Business Response
Date: 06/09/2025
6/9/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: *********** ******
Vivint Account #: *******
Date of Agreement: August 16, 2017
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In the complaint, Mr. ****** states he experienced ongoing issues with his Vivint security system, including frequent camera disconnections and app malfunctions, only to discover his contract had expired and fees had increased without notice. Despite agreeing to a new five-year contract for an upgraded system, installation was repeatedly delayed, and he was subjected to multiple credit checks and misleading service agreements. After months of unfulfilled promises and poor communication, Mr. ****** lost trust in the company, attempted to cancel, and is now being billed for a contract tied to equipment that was never installed. He desires complete termination of his contract.
Vivint’s records indicate that Mr. ****** signed a Purchase and Services Agreement on August 16, 2017. Vivint’s records show that on June 5, 2024, Mr. ****** accepted an offer for an upgraded Vivint security system with a contract extension. By August 30, 2024, he contacted the company to inquire about scheduling the installation. On September 10, 2024, still waiting for the upgrade, Mr. ****** expressed his desire to cancel the new system. When a technician arrived on September 13, 2024, the terms presented were different from what Mr. ****** had agreed to—he had expected a $29.99 monthly rate—and he was informed that financing was no longer available, which further frustrated him. On October 21, 2024, Mr. ****** reiterated his wish to cancel due to the failure to proceed with the upgrades, and a Notice of Cancellation (NOC), was attached without the needed information, to his account on October 29, 2024. A later NOC was attached on November 15, 2024. On May 27, 2025, the account was cancelled due to nonpayment.
A Vivint representative has attempted to reach Mr. ****** to assist with this matter via phone and email. After reviewing the account, Vivint has started the process to remove his account from collections.
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 ResolutionsCustomer Answer
Date: 06/10/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. The response from Vivint’s Executive Resolutions Department neglected to mention the months of back-and-forth conversations in my attempts to move forward with the agreed contract. I am grateful for the resolution but find it inexcusable that it required going outside Vivint’s own channels in order to get a satisfactory response from them.Thank you,
*********** ******Initial Complaint
Date:05/30/2025
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.
A vivint sales person came to my home on 01/06/20 25 I already had adt installed and he asked if he could come into my home and give me information.because I felt pressured I accepted. He came in with another person a woman. His name was ******, he started asking me for all of my information when he hadn’t even given me all the information yet and even my social. I felt pressured and uncomfortable given that he was inside my house. I asked why he was requesting all my info if I had not decided on anything yet and he stated what was it that I was unsure of. I did not want to change company’s and should’ve never done it. Also stated that I would be charged for all of the equipment but never stated the amount and that it would be on my credit report. After the fact that I got fooled into this deal now the cameras never work and I’m stuck with a 3,000 charge on my credit which is ridiculous. I called again today to request a cancellation of my account and they gave me the run around. I just don’t know how to deal with these people anymore. Their sales are deceptive and all I want is to be free of contract with Vivint(they can keep all their equipment/take it back) I want to be free of contract with fortiva as well given that I was not aware of the magnitude of pricing and that it would be on my credit.Business Response
Date: 06/02/2025
June 2, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: ********
Date of Agreement: 01/06/2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In the complaint, Ms. ******** states a Vivint salesperson visited Ms. ********** home on January 6, 2025, and pressured her into allowing him and a colleague inside, despite already having ADT installed. The Sales Rep requested personal information, including her Social Security number, before fully explaining the service or costs, which made her feel uncomfortable and misled. Now, she states she is stuck with malfunctioning equipment, a $3,000 charge on her credit, and is struggling to cancel the contract with both Vivint and Fortiva, feeling deceived by their sales tactics.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement (“Agreement”) on January 6, 2025.
Vivint’s records indicate that Ms. ******** completed the document signing process on her mobile device using Au10tix, a secure identity verification system designed to ensure transparency and reduce the risk of miscommunication.
As part of Vivint’s standard procedures, a Pre-Install Survey was conducted to review and confirm key contract terms. These include:
The monthly payment obligations to both Vivint and Fortiva
The duration of the service agreement
A clear explanation of the early termination policy, which specifies that cancellation prior to the end of the initial term results in a fee equal to 50% of the remaining balance owed to Vivint
According to Vivint’s records, Ms. ******** first attempted to cancel her agreement on May 30, 2025. However, her trial period concluded on January 9, 2025.
Additionally, Ms. ******** has scheduled a technician visit for June 12 to address a camera outage, which has been attributed to her Wi-Fi bridge being offline.
A Vivint representative has reached out to Ms. ******** by phone to offer assistance. Despite these efforts, Ms. ******** has expressed a firm desire to cancel her account. After a thorough review of the account, Vivint has determined that the agreement remains valid and that no refund is warranted.
Ms. ******** is encouraged to contact her Vivint representative should she have any further questions, concerns, or new information to provide.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsBusiness Response
Date: 06/02/2025
June 2, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: ********
Date of Agreement: 01/06/2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In the complaint, Ms. ******** states a Vivint salesperson visited Ms. ********** home on January 6, 2025, and pressured her into allowing him and a colleague inside, despite already having ADT installed. The Sales Rep requested personal information, including her Social Security number, before fully explaining the service or costs, which made her feel uncomfortable and misled. Now, she states she is stuck with malfunctioning equipment, a $3,000 charge on her credit, and is struggling to cancel the contract with both Vivint and Fortiva, feeling deceived by their sales tactics.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement (“Agreement”) on January 6, 2025.
Vivint’s records indicate that Ms. ******** completed the document signing process on her mobile device using Au10tix, a secure identity verification system designed to ensure transparency and reduce the risk of miscommunication.
As part of Vivint’s standard procedures, a Pre-Install Survey was conducted to review and confirm key contract terms. These include:
The monthly payment obligations to both Vivint and Fortiva
The duration of the service agreement
A clear explanation of the early termination policy, which specifies that cancellation prior to the end of the initial term results in a fee equal to 50% of the remaining balance owed to Vivint
According to Vivint’s records, Ms. ******** first attempted to cancel her agreement on May 30, 2025. However, her trial period concluded on January 9, 2025.
Additionally, Ms. ******** has scheduled a technician visit for June 12 to address a camera outage, which has been attributed to her Wi-Fi bridge being offline.
A Vivint representative has reached out to Ms. ******** by phone to offer assistance. Despite these efforts, Ms. ******** has expressed a firm desire to cancel her account. After a thorough review of the account, Vivint has determined that the agreement remains valid and that no refund is warranted.
Ms. ******** is encouraged to contact her Vivint representative should she have any further questions, concerns, or new information to provide.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/28/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had Vivant service at my old address. I made my payments on time. I sold that house and cancelled my service as they specified. About a year later I noticed I was still be charged and one a long drawn week of speaking with them everything was supposedly fixed. Now 3ish years later I notice I'm still be charged AGAIN. They are giving me the run around and will not make this right. I have paid approximately 1300 dollars to them for services I have cancelled. They refuse to cancel my services. I need my service terminated and a refund for the fraudulent money they have charged me.Business Response
Date: 06/05/2025
6/5/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: 23387591
Complainant: **** *******
Vivint Account #: *******
Date of Agreement: June 24, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
In the complaint, Mr. ******* states that he previously had Vivint service at his former residence, where he consistently made timely payments and properly canceled the service upon selling the home. About a year later, he discovered he was still being charged and, after a lengthy week of communication with the company, was told the issue had been resolved. Now, approximately three years later, Mr. ******* has again found unauthorized charges totaling around $1,300, and despite repeated attempts, Vivint has refused to cancel the service or issue a refund, leaving him seeking immediate termination and reimbursement for the fraudulent charges.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement on June 24, 2021. Vivint’s records show that on October 18, 2022, Mr. ******* inquired about the cost to cancel his Vivint service and was informed that he would need to pay off his equipment to cancel with no fees. On July 27, 2023, his account was written off and canceled due to nonpayment. Shortly after, on August 8, 2023, Mr. ******* called Vivint and asked to speak with collections as he had begun receiving calls from collections and requested to speak with them directly. On August 30, 2023, he called again to cancel the service, explaining that he had moved some time ago, and asked for the account to be removed from collections. Account notes indicate that collections reactivated his account so he could officially cancel. Mr. ******* stated he would call back in once it was reactivated in a few days. No call was received until May of 2025. Most recently, on May 28, 2025, a Notice of Cancellation (NOC) was placed on file to cancel his account.
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 a backdating of Mr. *******'s cancellation to when his account was reactivated in 2023. This would be an amount of $817.08 (22 months) refunded to Mr. *******. This offer is pending account verification and acceptance by the customer.
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
Initial Complaint
Date:05/28/2025
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 am writing to formally dispute a charge of $50 for a water sensor that was never installed during my recent service appointment on April 18, following my move to a new residence. When I scheduled the installation, I initially requested to purchase a new water sensor. However, during the service visit, your technician was able to remove the existing water sensor from my previous home and install it at the new location. Therefore, no new sensor was provided or installed. Despite this, I was charged $50. I have made several phone calls and spoken with three representatives, all of whom confirmed that I would receive a refund. As of today, I have not received the refund, and Vivint continues to show this amount as due on my account, even after I filed a dispute with my bank. It is unacceptable for a reputable company to charge customers for products or services not rendered. Moreover, the lack of a clear refund process, combined with extended hold times and broken promises, is extremely frustrating and reflects poorly on Vivint’s commitment to customer satisfaction. I am requesting that Vivint: • Immediately process a refund of $50 to my original payment method. • Update my account to reflect a zero balance related to the water sensor.Business Response
Date: 06/06/2025
6/6/25
Better Business Bureau of Utah
RE: Consumer Complaint Case #: 23385723
Complainant: ********* ************
Vivint Account #: ********
Date of Agreement: September 9, 2022
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 add a credit equaling a month of monitoring to Ms. ************'s account. Ms. ****-******* account was previously credited for the water sensor. Ms. ************ may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 06/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23385723, and find that this resolution is satisfactory to me.
Sincerely,
********* ************Initial Complaint
Date:05/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted vivint on May 13, 2025 to cancel service. I paid a termination fee of $57.14 on May 13 and told my service and contract would be cancelled. I received an email on May 14, 2025 stating my cancellation request has been approved as well. On May 27 I was charged $61.09 for services that I no longer have or use. I requested vivint remove my credit card information on May 14 and they refused to do so. They also refused to close out the account although they have charged me to cancel and terminate my contract. They are still billing and charging me for services that has been cancelled and terminated against my authorization.Business Response
Date: 06/05/2025
June 5, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: 23385091
Complainant: ****** ********
Vivint Account #: *******
Date of Agreement: 11/30/2016
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In the complaint, Ms. ******** states she contacted Vivint on May 13, 2025, to cancel her service, paid a $57.14 termination fee, and received confirmation of cancellation on May 14. Despite this, she was charged $61.09 on May 27 for services she no longer uses, and Vivint refused to remove her credit card information or fully close her account. Vivint continues to bill her without authorization, even after confirming the termination of her contract. Ms. ******** requested a refund & Cancellation of her account.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement (“Agreement”) on November 30, 2016.
Vivint’s records show Ms. ******** submitted her Verbal Notice of Cancellation on May 14, 2025. Vivint has a 30-day Cancellation policy. The account was fully cancelled & a refund sent on May 28, 2025.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint is showing this issue has been fully resolved.
Ms. ******** may contact Vivint’s representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** *****, or fax number: (**** ********* Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/27/2025
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.
Vinvint came to my door & lied about free installation and equipment for an alarm system and lied about the price of the monthly service and pressured me to sign up for the service.(based on several lies) After they made several unauthorized attempts to charge my credit card, I cancelled the service approximately 3 days after the initial scam. They have continually attempted to make unauthorized charges to my credit card, failed to deliver equipment, & ruined my credit report. I would like ALL my money back and a correction to my credit report.Business Response
Date: 06/05/2025
6/5/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: 23384723
Complainant: ***** ******
Vivint Account #: Not Found
Date of Agreement: Not Found
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In the complaint, Mr. ****** states that a Vivint representative misled him about free installation, equipment, and monthly service costs, pressuring him into signing up. Within three days, he canceled the service after discovering multiple unauthorized credit card charges and receiving none of the promised equipment. Despite the cancellation, Vivint continued unauthorized charges and damaged his credit, and Mr. ****** is seeking a full refund and credit report correction.
Vivint has not been able to locate Mr. ****** account with the information provided in his complaint.
A Vivint representative has attempted to reach Mr. ****** to assist with this matter via phone and email. If Mr. ****** can provide more information, like his address, Vivint would be happy to assist and ensure that his cancellation has been processed. However, Mr. ******' request for a correction to his credit report is not something Vivint can impact or affect. Mr. ****** can dispute his credit with the Credit Bureau, but Vivint is unable to alter his credit report.
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:05/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been given the runaround by Vivint regarding my doorbell issue for the past eight months, and this lack of resolution is unacceptable. Despite my numerous requests, Vivint refuses to adjust my monthly billing or send a technician to fix the problem. On May 27, 2025, a technician showed up at my home without the necessary equipment to replace my doorbell and tried to charge me for an upgrade instead. Moreover, I have a protection plan with them that they are unjustly refusing to honor. This situation needs to be addressed immediately.Business Response
Date: 06/05/2025
June 5, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: 23383597
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: 9/16/2021
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 have an upgraded doorbell camera shipped out to him. Mr. ****** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** *****, or fax number: ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/27/2025
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 manager (**** ********) approached me and my wife in our driveway and told us that he is willing to give us a good deal on cameras for our newly purchased home. I had informed him that two other sales people from Vivint had already discussed what they could offer and I was not interested as their prices were above what we were willing to spend. He informed me that we can go over pricing and come to an agreement. While going over pricing, he told us that our monthly payment will be $56 if I accept today as I told him that I did not want to pay anything over $70. Noah had a tablet which he did not allow me to read, and told me that my social was needed just like a phone service in case I miss a payment. About weeks later I saw that a new loan was requested on my social for $4,905. I also received a text message saying that I had an upcoming payment and I was confused. When I contacted the number, a customer service rep. from Fortiva told me that this was linked to Vivint. I contacted Vivint and was told that I had to make a full payment of the balance in order to cancel my services. The manager stopped responding to my messages and will not help. I am not sure what else to do as this sales manager completely lied to me. Please help, thanks!Business Response
Date: 06/06/2025
June 6, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* ***************
Vivint Account #: ********
Date of Agreement: 4/18/2025
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 complete a full refund & cancellation, with successful work order to uninstall the equipment. 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 06/06/2025
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:05/27/2025
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.
Thanks to me, we have multiple accounts with my family, protected by Vivint home security. In the past two months, our system has been giving multiple system issues to a point where the system is shut down. We need Vivint to step up to the plate and send a technician out for repair. They are refusing to do so even though we have a repair warranty. I have chatted with multiple people including a supervisor. They refuse to give me the phone number of the office of the CEO. I want Vivint to step up to the plate and repair this system.Business Response
Date: 06/05/2025
6/5/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: 23383116
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: December 26, 2012
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 a technician visit at no cost, and this visit has been scheduled. Mr. ******* may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/27/2025
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 contacted Vivint in April of 2025 to terminate service, including paying the remainder of my balance on my contract. I hadn't had actual service with Vivint in over 2 years due to selling my home. The representative I spoke to, said I would need to pay $250 to fulfill my requirement/contract and terminate the contract/service. I paid this amount over the phone. I was told they would move forward with the termination process. Instead, they sent me a new bill in April. I contacted Vivint again in April/May, to terminate the service/contract again, quoting what I was previously told about paying the $250. They verified that my contract "should" have been terminated, coordinated with 3rd party equipment financer (Citizens), and found I had a zero balance with them, and said they would remove the new charges I incurred in April, and move forward with termination. I received an email from Vivint that day saying I needed to send an email with required information to complete termination. I did that. Then in May, I received another bill from Vivint. I contacted customer service again, and now they're telling me I'm under contract until 2026 and would have to pay over $600 to get out of contract. I discontinued service in December 2022, went on a year deferment in case I moved to a location and needed services reinstated, then started paying for remainder of contract in march of 2024. They did not reflect this when I called at the beginning of May, they said I was good to terminate, now are backtracking. The contract they sent me has an electronic signature that I do not recall signing, and it states that If at any point I fulfill my obligations to pay all amounts owing for the purchase of any equipment pursuant to the SES, I may terminate this agreement without penalty or early termination fee with thirty days written notice. However I'm not being given that option either. Vivint customer service has been completely incompetent in this entire situation.Business Response
Date: 06/03/2025
June 3, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: 10/16/19
Date of Renewal: 12/16/20
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 service from the date of his last payment, forgive his $130 past due balance and waive the 30-day cancellation period. Mr. ***** has no further obligation to Vivint and may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/03/2025
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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