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
- 7,927 total complaints in the last 3 years.
- 2,727 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:05/08/2025
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.
I have a complaint against Vivint home alarm and security. They have made it impossible for me to cancel. They have signed me up to continue to my services for a home I no longer live in since October of 2024. They hate fraudulently charging for services I dont have.
Business Response
Date: 05/24/2025
May 24, 2025
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 23304618
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: December 8, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In the complaint, Ms. ***** states that she has been attempting to close the account via the cancellation process. This is due to Ms. ***** having moved out of their home in October of 2024. Ms. ***** has listed a billing adjustment for their desire but having read the complaint and having gone through Vivint's records it seems Ms. ***** would still like to close the account.
*********************** records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on December 8, 2022. Vivints records show that in October Ms. ***** had called in and stated that they were not supposed to be billed until November. At the time there was not conversation about cancelling the account. **********************'s records also show that the next interaction was in May 2025. This is when Ms. ***** started to ask to cancel the account. Ms. ***** has worked with a few customer loyalty representatives and a supervisor. At this point a Notice of Cancellation has been received and Ms. ***** was informed that the only thing making it so the account could not be closed it the past due balance. Vivint's records show that after being informed of that, Ms. ***** stated that she will pay the bill when she pays it.
A Vivint representative has attempted to reach Ms. ***** to assist with this matter via phone and email. After reviewing the account, ********************** is prepared to offer a credit to make the account balance $0 so a cancellation can be processed, pending account verification and acceptance by the customer.
To resolve this matter, Ms. ***** may contact Vivints representative to proceed with the proposed resolution. Ms. ***** may contact Vivints 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: 05/27/2025
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:05/08/2025
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 November20,2024 I submitted an email as instructed by Vivint to cancel my account as I was moving to Alaska where I cannot get service from ViVint. I have contacted them several times as I have been charged every month since and not discontinued service. My last call was with *******, a Vivint call screener, who, after 2 hours going back and forth verifying, for the third time that I had paid off all my equipment, he gave me a confirmation number of ************, and assured me they would cancel my account and refund me $185.70 that was owed up through March. When checking my latest bank statement on May 7, 2027, I was charged another $37.14 on March 1, 2025. This bring the amount owed to me up to $222.84. I have already spent several hours on the phone trying to stop this but obviously have not been successful. I would really appreciate any help you could give me to resolve this matter.Business Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: 9/30/2020
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 process a cancellation of the Vivint account and backdate to November of 2024. 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/07/2025
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 sold our home and need to cancel or transfer service to the new homeowner. We are no longer in contract and we have paid off all of the equipment. We have been getting the run around for over a week. When we call to cancel they won’t let us. They want to transfer the service the new homeowner, which they are okay with, but they will not complete the transfer. They first told us they had to call the new homeowner and would do that within 2 business days. It’s been 5 business days. We called back and now they say that the new homeowner needs to call them. Meanwhile, they’re telling us that if the transfer isn’t done we’re in the hook for another month. They are giving us the run around to avoid a cancellation. We do not want this service any longer nor are we obligated to it anymore. Short of blocking charges through our bank we don’t know where else to turn. Further, we can’t get our account number from anywhere. It isn’t on any emails, we have no paperwork from 6 years ago and representatives dance around it. So I can even give you an account number to reference. I am giving my phone number because that’s how they find our account when we call them.Business Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau of Utah
**** * **** *
**** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** *** ****** *****
Vivint Account #: *******
Date of Agreement: 5/10/2019
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 they have been working to close the Vivint account but have been running into issues doing so due to a possible account takeover. Mr. ***** has also mentioned that he would like to have the account closed so that he may have no further charges.
Vivint’s records indicate that Mr. ***** signed a Purchase and Services Agreement (“Agreement”) on May 10, 2019. Vivint’s records show that Mr. ***** has been trying to cancel his account and has been having conversations about an account takeover. Vivint's records also indicate that Mr. ***** has decided he would like to close the account without processing the account takeover.
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 an account cancellation, pending account verification and acceptance by the customer. This process would also include a notice of cancellation which would talked about in more detail at the time of a call.
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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/07/2025
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 last 18 months we've had nothing but trouble with our Vivint Home Security system. We've had a least 4 technical visits 30+ emails and days and days of non service. Our cameras continue to go off line. Our phone apps don't work. The tech suggests one thing and the executive resolution desk says something else. We are getting delayed responses from our contact. I am paying thousands of dollars for equipment which aren't working and hundreds of dollars for service I can't use . My family feels unsafe and we are trapped in a contract.Business Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: June 12, 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 has been having technical issues with his equipment. Mr. ******* also states that he has attempted to work with Vivint many times to get the issues addressed. Mr. ******* finishes the complaint by saying "My family feels unsafe and we are trapped in a contract."
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement (“Agreement”) on June 12, 2021. Vivint’s records show that a Vivint representative has been attempting to help with the technical issues as they come up since October of 2024. This has included 3 technicians and multiple phone calls over the course of those eight months.
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 eight months worth of credit to the account due to ongoing issues. Along with that Vivint is wanting to be sure that the equipment issues get addressed via a phone call. This resolution 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 05/27/2025
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. As of today, the system is functioning as expected although it has only been 1 week since the 4th technician visit happened.I also ask Vivint to review calls and cases prior to 10/2024 since I know we have had problems prior to then.
In addition, acceptance of this credit does not release Vivint of their responsibility to warranty, support and service their solution.Sincerely,
***** *******Initial Complaint
Date:05/07/2025
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 sold our home at *** ******** ***** ********* ***** ***** in May 2023. I called at the time to cancel my service and they said I needed to payoff the home monitoring equipment which I did. Vivint then asked if they could have my permission to contact the new homeowner. Apparently, the new homeowner called in and signed up on her own for home monitoring service and kept that service for a year. She claims to have cancelled that service in May 2024. Vivint claims I did not properly cancel their service according to their rules and have billed my credit card $73.08 for the past 23 months = $1,680.84. Due to the fact that the new homeowner had their service for 1 year, they were receiving 2 payments per month for the same monitoring service, which appears to be very unethical. Any help would be much appreciated.Business Response
Date: 05/23/2025
5/23/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: May 19, 2020
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 sold his home in May 2023 and paid off his home monitoring equipment as instructed when he called to cancel his Vivint service. He granted Vivint permission to contact the new homeowner, who independently signed up for service and maintained it for a year. Despite this, Vivint continued billing Mr. ***** $73.08 monthly for 23 months—totaling $1,680.84—claiming the cancellation was not properly completed, resulting in what appears to be duplicate payments for the same service, which Mr. ***** finds highly unethical. Mr. ***** is requesting a refund for the previous 23 months and no further contact by the business.
Vivint’s records indicate that Mr. ***** signed a Purchase and Services Agreement on May 19, 2020. Vivint’s records show that on May 12, 2023, Mr. ***** called to cancel his service due to a move and expressed interest in restarting service in the fall. He was informed that he needed to pay off his loan to proceed with cancellation, and he stated he would contact Citizens Bank to do so before calling back. On June 22, 2023, after having moved, Mr. ***** disputed an early termination fee. The following day, June 23, 2023, he indicated he would call back after paying off his equipment loan, but no further contact was made until May 2, 2025. On that date, Mr. ***** explained he had moved two years prior and had initially intended to transfer the service, but now simply wanted to cancel, unaware the account was still active. On May 7, 2025, a supervisor processed the cancellation and discovered that the new homeowners had declined a service takeover and instead signed up with a new account. The account was officially cancelled on May 22, 2025.
A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer to backdate his cancellation to May 12, 2023, 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 05/27/2025
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:05/07/2025
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 29th 2025, Vivint Sales Representative *** ***** knocked on my door advertising ADT contract buyout, and bring my monthly cost down if I would be eager to switch. I said I would switch if they offer me a better rate. The representative said that he can offer me $62 a month for everything including the equipment fee and that they won't have a contract and I can try for 7 days and I can change my mind during this 7 days. When he send me the agreement to my phone, he tried to rash me by helping me navigate it and reaffirmed that he will give me a 7-day trial period. He said that equipment prices are built into monthly charges and I would pay only $62 a month and there are no other charges. So, the technicians installed the cameras on April 30th, and the smoke and CO detector on May 1st, 2025. The sales agent again confirmed via text that I would only pay $62 a month and the first month will be free. However, on Tuesday May 6th I received an email from Myfortiva for equipment charges and that I need to set up payment information. I called the sales agent he said no I only have $62 a month and that is it. However, to be safe, I called MyFortiva and Vivint customer service directly and learned that they are different charges and I have to pay two charges that would total more than $100 a month. Then I decided to cancel my account with Vivint but they are refusing and they wanted to get a confirmation from the sales agent to confirm 7-day trial. I have conversations over the monthly charges and equipment charges via text messages that the representative has confirmed it will be only $62 a month including everything. I've shared a screenshot of agent's confirmation that monthly price will be $62 to Vivint but they still wanted to force me into this contract and did not cancel it.Business Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ********** ******
Vivint Account #: ********
Date of Agreement: 04/29/2025
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In the complaint, Mr. ****** states On April 29, 2025, a Vivint sales representative, *** *****, offered to buy out Mr. ******'s ADT contract and promised a flat monthly rate of $62 with no contract, including equipment and a 7-day trial period. Despite these assurances—reiterated both in person and via text—the user later received unexpected equipment charges from MyFortiva, revealing a total monthly cost exceeding $100. Attempts to cancel the service based on the promised trial period were denied by Vivint, even after Mr. ****** provided text evidence of the agreed terms.
Vivint’s records indicate that Mr. ****** has not signed a Purchase and Services Agreement (“Agreement”).
A Vivint representative has attempted to reach Mr. ******) to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer to cancel the Vivint account, uninstall the equipment & issue a full refund of money paid towards Vivint, 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/07/2025
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.
This company has not been easy to work with we got this service back in 2019 and it has been nothing but a hassle to get out of of the lease. I have been given the run around being told I could transfer it to a friend or family member and now that is not the case. There is no way of knowing if someone else is using my service. No one is willing to help me and I have been told numerous things that are coming to be not true!Business Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau of Utah
**** * **** *
**** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: 6/21/2019
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In the complaint, Ms. ******* states that she has been a customer with Vivint since 2019. Ms. ******* states that she has been trying to cancel their Vivint account and have not had much help with processing the cancellation. Ms. ******* states she has been given conflicting information from Vivint representatives as to what she is able to do to close the account.
Vivint’s records indicate that Ms. ******* signed a Purchase and Services Agreement (“Agreement”) on June 2, 2019 as well as Sept 29, 2021. Vivint’s records show the Ms. ******* called in on April 4, 2024 to close the account. At the time Ms. ******* did not know what the home or location would look like that she would be moving to. Ms. ******* agreed to a twelve moth deferment to stop monitoring payments during that time. Vivint's records also show that Ms. ******* then called in on May 2, 2025 and spoke with some Vivint Representatives. At the time, Ms. ******* stated that she would not be able to install the equipment at the current residence as it is an apartment. After exploring options a Vivint representative talked about an account transfer with Ms. *******. On May 7, 2025 Ms. ******* had called in again. This time the customer had explained that they did not have their panel that would be needed to process an account takeover. The Vivint representative then went over that the cx was under contract with the end date being July 28, 2027 due to the deferment extending the end date of the agreement by twelve months as well.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer a cancellation at no charge to Ms. *******, pending account verification, a notice of cancellation, and acceptance by the customer.
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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/07/2025
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 signed up for Vivint a few years back and as far as I was aware I fulfilled my obligations on my agreement by paying for my equipment portion but Vivint is still trying to charge a cancellation fee for a service contract which I never signed because I would’ve never agreed to one. I want out of this contract immediately I am not paying another dime.Business Response
Date: 05/14/2025
May 14, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ********* *****
Vivint Account #: *******
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* ***** and appreciate the opportunity to respond.
In his complaint, Mr. ***** states that he paid off his equipment and requested his account be cancelled but was told he would have to pay a cancellation fee. He desires cancellation without penalty
Vivint’s records were unable to find a service for Mr. ***** using the email address or phone number he provided on the BBB complaint.
A representative from Vivint has reached out to Mr. ***** in an effort to resolve this matter. Vivint agrees to review Mr. *****’s complaint and Vivint account once Mr. ***** provides Vivint with his service address or account number. Mr. ***** may contact Vivint’s representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/06/2025
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.
My impression of Vivint had been positive for the years Ive been with them. Unfortunately, I just realized that they were just like any other after a sale when concerns come into play. They avoid addressing the issue. Ive have a faulty front door keypad which had not been functioning properly since I started my service. However, in as much as I hardly use my front door, I tend to forget following it the issue until recently again. In spite of the 2 attempts to fix the problem, the issue remains unsolved. Today, I spoke to their loyalty department and was told that the last time I complained about it was 3 years ago. It s pretty unsettling that the person who was helping me fix the issues never documented the conversations we had thus getting told by loyalty that it would cost me $99 to sent a tech over to check the equipment which was faulty to begin with. And so to those who are considering this company for their security needs, think again. Avoid getting treated like just a number when issues need to be addressed. Theyre only good when a sale is needed. They will not stand up for their faulty productBusiness Response
Date: 05/16/2025
May 16, 2025
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 23296236
Complainant: ******* Lao
Vivint Account #: *******
Date of Agreement: 1/24/22
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 send a 1-time free technician to resolve his door lock issue. Mr. *** may contact Vivints 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 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/06/2025
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.
In early April I contacted Vivint regarding a move in the near future. I was inquiring about an early cancellation fee. I never gave a date of a move, nor did I confirm a cancellation of service. Two weeks later I began receiving calls that I had a balance due equivalent to that of the cancellation fee. I called Vivint and was assured it would not be taken out of my account. Another week passed by and I noticed I was debited the amount of the cancellation fee, plus the monthly monitoring fee from my bank account. Thursday, May 1st I contacted Vivint and was told I would receive a refund in ***** hours. This went by and I did not receive a refund. I then contacted them again, once again I was told I would receive a refund within ***** hours. Nothing has come. I contacted once more today, and was told it had been credited to my account. This is not what I was told. This money needs to be be refunded to my account, ****.Business Response
Date: 05/15/2025
May 15, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 23295525
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: 6/29/18
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that he called with cancellation questions. He did not request to cancel. He was charged an early termination fee. He has been waiting for a refund that has not happened. He desires a refund.
Vivints records indicate that Mr. ****** signed a Purchase and Services Agreement (Agreement) on 6/29/18, with an initial term of sixty (60) months. Vivints records indicate that on 4/11/25, Mr. ****** was invoice $611.03 for an early termination fee. Vivints records indicate that on 4/30/25, Mr. ****** paid the early termination fee and his normal monthly fee. Vivints records indicate that on 5/5/25, Mr. ****** was refunded $600 to his checking account on file. *********************** records indicate that Mr. ****** currently has a $26.03 credit balance.
A representative from Vivint has reached out to Mr. ****** in an effort to resolve this matter. In a gesture of goodwill, Vivint agrees to provide 3 free months of service. Mr. ****** may contact Vivints representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.