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
- 7,912 total complaints in the last 3 years.
- 2,715 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:05/27/2025
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 Home Security in August 2024 with notification that service would be cancelled effective December 2024 with the sale of the property. They continued to bill my account monthly and I dispute each one. At some point around April perhaps, the new home owners decided to activate the security system. Vivint allowed the new home owners to access the cameras through my account, giving me access to the new home owners activity through the mobile app on my phone. This is a HUGE PRIVACY VIOLATION! I notified Vivint during a my call April 15, 2025. During this call they actually asked me if I would contact the new home owners to workout an Account Transfer plan. I refused! The new home owners are none of my business. During this call I could also see a pending charge for another monthly payment that they were charging. I disputed this payment and again asked for a full refund. Finally through multiple attempts to negotiate, they promised a full refund back to my account. Unfortunately, to date they have not refunded any money back to me. The emails go unanswered, the phone calls take hours. Nothing has been resolved. I should not bare the responsibility to change/close or cancel accounts and to spend time disputing every every month. I do not understand how companies are allowed to legally operate in this manner. Especially knowing that a HUGE Security and Privacy violation has occured and they have not attempted to address it!
Business Response
Date: 06/04/2025
6/4/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: August 13, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to send a check of $285.70 to the customer as part of her cancellation process. Ms. *****'s account has been cancelled. 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 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.
Had camera for driveway installed in February. In march the camera stopped working. After trying to reset the system by power cycling the camera still continued to not function. I then called customer service and was put through to a technician. After an hour of trouble shooting the camera still did not work. It got escalated to another technician. After trouble shooting the camera did not work. I was told there were no appointments available in my area and they sent me a a new power cable while I waited for a scheduling person to contact me. No one contacted me. maybe a month later I called in and they had me trouble shoot the issue again, but this time I had to add the power cable device. Despite all the trouble shooting and testing it was deemed the camera was not functioning and needed to be replaced. I was suppose to get a call by a scheduler and never did. I called in again and now I have been informed that a new ticket must be created because the request to get my camera replaced wasn’t done correctly. This company continuously failed me, wasted my time, and keeps kicking my case down the road. I’m tired of it and they need to put a better system in place when issues like this occur.Business Response
Date: 06/04/2025
6/4/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: Michael *******
Vivint Account #: S-*******
Date of Agreement: August 10, 2013
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 had a driveway camera installed in February, but it stopped working in March despite multiple attempts to reset it. After extensive troubleshooting with technicians and receiving a new power cable, the camera was still deemed nonfunctional and needed replacement, yet no scheduling calls ever came. When he followed up again, he was informed that a new ticket had to be created because the initial replacement request had not been processed correctly, leaving him frustrated with the company’s repeated failures and delays.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement on August 10, 2013. Vivint’s records show that on February 13, 2025, a billing case was opened regarding the addition of $5 to Mr. *******'s monthly monitoring. This matches the amount of a camera fee for one additional camera. However, no cameras appear on Vivint's Monitoring Software, Billing History, or Inventory Deployed records. There are also no records of troubleshooting this camera.
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 technician visit at no cost, pending account verification and acceptance by the customer. Vivint has also added two free months to his monitoring due to his previous experience.
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: 06/05/2025
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.
When you do not accept their sales adds, you start to have problems with your current service. I recommended my system to my neighbor. When they came out, they all of a sudden want to update my system and my system has not worked properly since. Now customer service is unreachable now that I have purchased a protection plan. Protection plan or you are in trouble planBusiness Response
Date: 06/03/2025
6/3/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: May 3, 2023
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 after declining additional sales offers from the company, issues began to arise with his existing service. He had recommended the system to a neighbor, but during their visit, the company insisted on updating his system, which has not functioned properly since. Despite purchasing a protection plan, Mr. ***** now finds customer service unreachable and feels the plan offers no real support, referring to it as more of a “you’re in trouble” plan. He desired modification of an advertised claim.
Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement on May 3, 2023. Vivint’s records show that Mr. ***** experienced issues with his spotlight in March and April of 2024. On May 20, 2025, he encountered a technical issue involving his cameras and app, at which point he agreed to add the Vivint Protection Plan (VPP) and scheduled a technician visit, with new cameras ordered as part of the resolution. However, on May 22, 2025, an agent canceled the camera order with his permission, and on May 27, 2025, the lights in his home were no longer functioning properly through the app; Mr. ***** was informed that this was due to an app update.
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 technician visit at no cost to ensure his system is working correctly. 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: **** ***** *** ***** ****** **** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/26/2025
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.
Last year, my children’s basketball hoop was stolen from the front of our home. Our camera didn’t catch anything so we were advised to get 24/7 dvr when we purchased new cameras. We did that and another incident occurred Sunday 5/18/25 between 2:46 and 3pm CST. Our India on our Tesla was shattered by a neighbor’s yard guy we believe but the cameras and dvrs showed nothing; just a perfectly normal window at 2:46 and the shattered glass at 3pm. The dvr footage doesn’t start until after 5pm. No one can explain why so we have to pay for another thing not on camera. I received an email from ****** * with the Executive Resolutions dept on 5/20. He got my ability and called me the next day. I was not interested in his offerings and wanted to cancel service. He said he was prepared that and offered to cancel and waive all termination fees. I needed to explore options and decided to call back. I called back and left a message and sent several emails back with no response. I done with other representatives but no resolution. Today, I received an email denying my request and I have no clue why. I also requested and received a breakdown of my equipment total and it exceeds what I’m paying to third party company, Fortiva. This has been an insanely inconvenient process as I still have no resolution, lies and runaround, I’m stuck with equipment I can’t use but still have to pay for. I’ve spent so much of my free time, while 8 months pregnant, trying to get this done. At this point, I want my account cancelled, balances removed, and regiment bought back. This experience has been the worse I’ve dealt with and all Vivint wants to do is offer me more services; nothing to help with the actual incidentBusiness Response
Date: 06/04/2025
June 4, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******** *******
Vivint Account #: ********
Date of Agreement: 8/12/2023
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. *******. At this time, Vivint has completed the cancellation & waived the Buyout/Early Termination Fee. Ms. ******* is responsible for the remaining equipment charges. No further credit/refund is warranted.
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: 06/05/2025
Complaint: ********
I am rejecting this response because false expectations were set by Vivint by advising me to submit a claim for reimburse of damages. Homeowners insurance will not cover a broken window as shown in the photo I attempted to attach. That is an out of pocket cost. Vivint advised suggested submitting a claim to them for reimbursement; I didn’t make that up. And I still have to pay for equipment I’m not using. There was no reason for a tech to come out or to accept free service from a company I’ve already replaced. That is ridiculous. The argument failed me twice. Looking at it after is absolutely no help and I was never informed about a Last Chance policy or maybe I would have utilized that. However, there was no reason to have techs out AFTER the fact.
Sincerely,
******** *******Initial Complaint
Date:05/26/2025
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.
When we signed up we were told the $299 insulation fee was covered and would not be charged. We were charged this. Then we were told we get a lifetime warranty when we signed up. When reviewing paperwork at signing there was a protection plan and the sales person said we don’t need that because we have the lifetime warranty. Come to find out we do not have the life time warranty. We were scammed by sales associate and the companies customer service representative didn’t help this situation and basically told we were SOLBusiness Response
Date: 06/03/2025
6/3/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: ********
Date of Agreement: May 2, 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 apply a $10 credit to Ms. ******'s account until the end of her term. Vivint will also look into Ms. ******'s sales representative. 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 ResolutionsInitial Complaint
Date:05/26/2025
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 was told multiple times that since the security system was paid off, that I could simply cancel the service at any time. This was a lie- any time I called them, they used the 'pending charge' (from something I had already tried to cancel) to justify not being able to stop the service and just let me pay off the fine. Every time since I've been passed around on the phone, different lines, putting me on hold for hours. I want to be done with it, I am done with the service. I no longer need it. I was told I could cancel whenever I no longer needed it. The amount I may be disputing is likely to go up as they say I owe more on the 30th, despite not wanting the service to continue in the first place.Business Response
Date: 06/03/2025
June 3, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: 23377531
Complainant: ***** **** ********
Vivint Account #: ********
Date of Agreement: 4/15/2024
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 was repeatedly told she could cancel her security service at any time since the system was paid off, but this turned out to be false. Despite multiple attempts to cancel, the company used a “pending charge” to block cancellation and kept her stuck in a frustrating loop of phone calls, holds, and transfers. Now, she’s being told she owes even more, despite no longer wanting or using the service. Ms. ******** is requesting Vivint credit the past due & cancel her Vivint account.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement (“Agreement”) on April 15, 2024.
Vivint’s records show Ms. ******** has requested to cancel her account on July 17, 2024, she accepted a $25 goodwill credit. She called back on July 30, 2024 to cancel again and accepted 3 months free for August, September & October 2024. She then called again on December 4, 20204 and accepted another 3 months free, applied on December 15th due to some complications with the credit. We have no notes of Ms. ******** calling in after December. She did send a Written Notice of Cancellation on May 27, 2025.
During the 13 months Ms. ******** has been with Vivint, she has received over 6 months free of service.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer to cancel her Vivint account; However Ms. ******** will be responsible for the remaining account balance. This offer is pending account verification and acceptance by the customer. No further credits are warranted for this account.
To resolve this matter, Ms. ******** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ******** may contact Vivint’s representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/25/2025
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 moved from our old house in September 2024 and attempted to cancel service. We have not had active internet (required for the service to run) at the address since early October, when we also tried to cancel. They continued to bill our account while we did not live at the property and did not have internet at the property so that the service could work properly. As soon as we lost internet, the home system panel stopped working immediately, so this should have been abundantly clear to them that it was disconnected. They continued to charge us through April 2025 when someone ELSE bought the property, and they are not using Vivint. We left the Vivint hardware at the house for the buyer, but know she went with a different alarm company. We have disputed all of the credit card charges we could, and our CC company has sided with us. I took our account off of auto-pay, and am now getting notices saying we're past due. We have not had this service for EIGHT months, and they are still charging us. I have chatted, emailed, and called, and cannot get my service canceled.Business Response
Date: 06/02/2025
6/2/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: May 6, 2017
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 moved from her previous home in September 2024 and attempted to cancel her service, losing internet at the property in early October, which rendered the home system panel inoperative. Despite this, she continued to be billed through April 2025, even after a new homeowner purchased the property and opted for a different alarm company. After disputing charges and receiving support from her credit card company, Ms. ******* removed her account from auto-pay but is still receiving past-due notices, despite multiple unsuccessful attempts to cancel via chat, email, and phone calls. Ms. ******* is seeking to cancel her account.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement on May 6, 2017. Vivint’s records show that on February 17, 2025, Mr. ******* made his first call of the year regarding the cancellation of his service. On May 25, 2025, Ms. ******* expressed frustration with the cancellation process, prompting a representative to reach out on May 28, 2025, to inform Mr. ******* of available options. Finally, on June 2, 2025, the representative assisted him in processing the cancellation and backdating it accordingly.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint has already provided a resolution to Mr. ******* in the form of backdating his cancellation to February 2025. If they need further assistance, they have been supplied with a Vivint representative's contact information.
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:05/25/2025
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.
Have spent nearly a day of my life trying to resolve an issue that prevents smart home devices Vivint supplied/installed from connecting with the system and my app. This includes multiple door locks and thermostat. It's an issue that required a part be sent: a Z-Wave Repeater. I plugged it into an electrical outlet, then called Vivint as instructed for what was billed as a quick, final step. Turns out it couldn't be resolved without a technician onsite. A tech was initially supposed to arrive on 4/26 but was a no-show. A rep named ****** couldn't resolve it on 5/12. I thought I finally had breakthrough on 5/13 when another rep named ****** declared that - via escalation - a technician would complete the job between 12-4pm ET on 5/24. Lo and behold, another no-show with no explanation. I've been really reluctant to cancel my Vivint service given the considerable investment the company requires up front to buy the equipment outright (in my case, nearly $1,700). But I also refuse to be held hostage by a company that doesn't meet anywhere close to an acceptable level of service. I seek a full refund of the $7.99 per month Vivint Protection Plan, which has turned out not to be a "plan" whatsoever, nor does it actually provide a modicum of "protection" of the customer's investment in equipment. Total amount wasted on what any reasonable consumer would conclude is a fraudulent scheme over the past 24 months was $191.76. I also request a refund of 50% of amounts paid for equipment, which will be useless in a non-Vivint ecosystem. The 50% ($829.77) represents what I estimate would have been at least another 2 years of useful life of this equipment (I'd have been happy to stick with Vivint for at least another 2 years had it lived up to its obligations). This is a conservative estimate, and I won't hesitate to seek a more realistic equipment refund - based on a 6-8 year equipment life - if this ends up proceeding to litigation (which I hope to avoid via this complaint).Business Response
Date: 06/03/2025
6/3/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: June 3, 2023
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 refund of $360.68 to Mr. *****, ensure the four free months previously promised are on his account, remove his Vivint Protection Plan, and schedule a technician appointment for his thermostat. Vivint will also look into the geographic footprint of Mr. ****** area in regards to technicians. 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 ResolutionsCustomer Answer
Date: 06/04/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and at this time find that this resolution is satisfactory to me. I'm skeptical that the company's service footprint is sufficient in my part of the country to handle what have been pretty basic troubleshooting needs, but am willing to give the company the benefit of the doubt for now. In the event the promised tech service doesn't materialize for what would be a 3rd straight time I won't hesitate to file another complaint and initiate litigation.
Sincerely,
**** *****Initial Complaint
Date:05/24/2025
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 need to cancel my service. I am on autopsy without any outstanding charges. I paid off my equipment years ago so I am not in a contract. I have been a customer 7 years and online chat said they are just tech can't cancel have to call. I called and kept closed can't cancel. But if you want new sales or products people are on the phone. The phone line hangs up. So I called other department and they said call back can't cancel talked to their manager and she said we are a business and want your money so we do make it hard to cancel. She put in call back request. I will continue to call to cancel bit they should not be making it difficult. I'm disappointed and now will not recommend this company when I defended them in past when others had issues with them related to canceling. I will not be having the buyers of my home go through Vivent. Also the tech that came to my house a few months ago was very inappropriate telling me he wished he could stay and what do you do for a living and how my house was nice.Business Response
Date: 06/02/2025
June 2, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ********* **********
Vivint Account #: *******
Date of Agreement: 9/24/2018
To Whom It May Concern:
I have reviewed the information provided by Ms. ********** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ********** and a resolution has been agreed upon. At this time, Vivint has agreed to complete the cancellation, backdate the cancellation to when the Notice of Cancellation was received & send Ms. ********** a confirmation email when resolved. 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 ResolutionsInitial Complaint
Date:05/23/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called the business a couple months ago to cancel my monthly service regarding home monitoring. The lady told me that she needed to change the contract to lower the payment and finish out paying a couple months with the credit on my account. Then I could cancel my account with no fee. She said if I canceled immediately I would have to finish out payments on the contract or pay a fee. The last month or so, we noticed we were being charged for the monthly service still. I called back to cancel once and for all since I no longer have access to the equipment or the service. I was informed that on the last phone call that I agreed to extend my contract on the service I no longer have access to for several more years with no way of canceling the contract. This is a scam. I CLEARLY called to cancel service both times. The first time they extended my contract and the second time they refused to cancel without me paying out the contract in full that they extended on the first phone call. I stated multiple times that I have moved to a different state, no longer need security equipment, left the equipment with the new homeowner in a different state, and want to cancel the service. This is not a case of confusion, this is dishonest business practice.Business Response
Date: 06/02/2025
6/2/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: ********
Date of Agreement: October 16, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In the complaint, Ms. ******* states Ms. ******* initially contacted the business a few months ago to cancel her home monitoring service but was advised to lower her payments and use her account credit before canceling without fees; otherwise, she would need to pay the remaining contract balance. Despite following this advice, she later discovered continued billing for the service, prompting another call to cancel, during which she was informed that she had unknowingly agreed to extend her contract for several more years without the ability to terminate it without fees. Ms. *******, having moved to another state and left the security equipment with the new homeowner, asserts that this is a dishonest business practice, as her original cancellation requests were changed into an unwanted contract extension.
Vivint’s records indicate that Ms. ******* activated her Vivint System on October 16, 2023. Vivint’s records show that on February 7, 2025, the customer agreed verbally to a deferment and a discount of five off for 36 months during the original call. However, on May 23, 2025, Ms. ******* was unaware of the extension, had left the equipment at their previous home, and the deferment had not been processed. Upon reviewing the call on May 27, 2025, it was determined that Ms. ******* had indeed agreed to the extension but was assured there would be no fees associated. During the call review, contractual terms were discussed, and the customer reaffirmed the cancellation.
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 no-fee cancellation and to backdate Ms. *******'s cancellation to February 2025, pending her account verification and acceptance.
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 Resolutions
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