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:05/23/2025
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.
My girlfriend and I had vivint installed in our home for a security system. We have ended up being charged much more than ever agreed upon. We were promised our -
Fortiva credit payment from their equipment would be $32 a month and not change and then it increased to over $100 a month and they refuse to do anything about it. I’ve spent hours upon hours on customer support and just gotten hung up on. They are a terror to deal with and they have plenty of reviews upon checking of doing the same to others. All I’ve asked now is to make up for their mistake that they cancel the service and return the products. They say they won’t do anything and to do that it will cost 4+ thousand dollars which is even more than the equipment could be bought out for. It’s criminal.
Business Response
Date: 06/02/2025
June 2, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: ********
Date of Agreement: 10/30/24
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 is being charged much more than he agreed to. He claims he was told that his equipment payment would be $32 a month, but it was increased to $100. He wanted to cancel but was told it would cost over $4000 to cancel early. He desires a refund.
Vivint’s records indicate that Ms. Viviana Rodriguez signed a Purchase and Services Agreement (Agreement) on 10/30/24, with an initial term of sixty (60) months. Vivint’s records indicate that on 2/21/25, Mr. ********* added 7 sensors to their home and an additional $427.12 to his existing line of credit, which is paid in addition to his normal equipment payment, over 6 months, after which time his monthly payment should revert back to his original equipment fee.
A representative from Vivint has reached out to Mr. ********* in an effort to resolve this matter. To assist ********* with his financial obligation to Fortiva, Vivint agrees to provide an additional credit for 4 additional free months of Vivint service. 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:05/23/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled my service with Vivint in March 2025. In April I received a call from the company that the representative who had met with me, had done so illegally. They asked if I wanted to keep the case open while I investigated and I agreed. When I called back to state that I had completed my investigation (finding no evidence to support their claim) and that I was not going to renew my service I discovered that they had re-opened my account. I received an email from them on May 10th confirming the account was closed. On May 20th they charged my checking account for the full amount. The account was closed in March 2025. I was billed in April and May for the full amount of $57.14. I spoke with a rep at Vivint today asking to confirm if they still showed the account open and asked for refund. The rep today confirmed that the account is still open. I would like to file a complaint against this company and ask that you assist me in recovering all funds mischarged against my checking account for the month of April and May.Business Response
Date: 06/04/2025
June 4, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: 8/29/14
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** states that she canceled her service in 3/2025. She claims her account had been reopened after receiving an email confirming the account was closed. She was charged for April and May. She called and found her account was still open. She requested to cancel her account and for a refund. She desires a refund.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement (Agreement) on 8/29/14with an initial term of sixty (60) months which states “After the initial 60-month term, this agreement will automatically continue month-to- month and you may terminate the agreement upon at least 30 days prior written notice. If terminated, the agreement ends on the last day of the 30-day notice period.” Vivint’s records indicate that on 4/3/25, Ms. ******** submitted her written cancellation notice. Vivint’s records indicate that on 4/21/25, Ms. ******** called and stated that she had been told Vivint had gone out of business. She went with another company and wanted to cancel her service. Her cancelation notice was made inactive as her claim was reviewed therefore her account did not cancel 30 days later, in accordance with her Agreement, as it normally would have, and it remained active.
A representative from Vivint has reached out to Ms. ******** in an effort to resolve this matter. Vivint agrees to cancel Ms. ******** service effective May 3, 2025, in accordance with her Agreement. Ms. ******** has no further obligation to Vivint and may contact Vivint’s representative directly if she 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 LegalCustomer 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:05/23/2025
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 was charged for equipment the installation guy lost and I'm being charged for service i do not have access toBusiness Response
Date: 06/05/2025
June 5, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: 23369049
Complainant: ******* *******
Vivint Account #: ********
Date of Agreement: 6/10/21
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 applied a credit of $1689.46 to Ms. *******’ account. In a gesture of goodwill, Vivint also applied a credit to her account for her past due service balance of $107.99 for her monthly fees from March, April, May and June. Ms. *******' account has been zeroed out to give her a fresh start. 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 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/22/2025
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.
Im filing a complaint for Vivint Smart Home security. I was having a try out with the system for 3 yrs because it was a promotional transaction. After the years lapsed an agent called me about the trial asking "how do I like it ?I told him that it was okay. But I'm not enrolling or taking any contract with vivint because i already had my personal camera security in place at my house .he said ok will go ahead and stop the account so everything is settled. I said thank you goo it was a nice experience. 2 months later I received a call from vivint claiming that I owed $98.00 i asked why is The money for i do not have contract .it is over .he said the account is still active. I said it can't be we closed the account a long time ago. Back in January requested the account be closed i wasn't. So in order to b close with have to collect the Amount due. Then i asked why i m paying for something that i do not have. I said to him the system is shut down long enough, the app, everything has gone down. Well sir u have to pay the amount due So I paid it. They didn't even call to say we received the money now will close the account for you do u agree or no.They didn't do that..he said it is not their job to do. But as soon they see another bill due they can call to collect the balance . They need to talk or to have reminded me now we received the amount due let's close the account. They didn't do that. They waited for another charge to come about and want me to pay again . I refuse to pay again because it is not fair to me to keep on paying for a service I don't have. They know what they are doing and it's unfair .I can't keep paying, it has to stop. i want them to close the account. They'll make money of many customers like that and it's unfair plz ?? I want help get that resolved. The method they are using is skimming money out customers.if u do not remember to call back after payment they won't .they will when u have another charge ..unfairBusiness Response
Date: 06/02/2025
June 2, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: 02/25/2022
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 participated in a 3-year promotional trial with Vivint Smart Home and declined to continue after the trial ended, confirming with an agent that the account would be closed. Despite this, he was later charged $98 and told the account was still active, even though the system and app were no longer in use. After paying the charge, Vivint failed to confirm account closure and continued billing him, which he believes is an unfair and deceptive practice. Mr. ******* is requesting a billing adjustment.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement (“Agreement”) on February 25, 2022. Vivint’s records show the 1st time Mr. ******* called in to cancel was on April 9, 2025. Vivint has not received Mr. *******'s Written Notice of Cancellation, to date. We have notes on May 21 & May 22, of Mr. ******* disputing the past due balance.
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 credit the past due & complete the cancellation, essentially backdating to Aril 9, 2025, 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:05/22/2025
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’ve been a Vivint customer for 5 years. Over the past 6 weeks, five different Vivint sales reps have shown up at my door—nearly once a week. Each time, I decline their offers and explicitly ask to be put on the “Do Not Knock” list. Despite this, they continue sending new reps who behave as if previous conversations never happened. The visits have become increasingly aggressive: multiple doorbell rings, loud knocking, and banging on my front door until I respond. I’ve contacted Vivint customer support several times requesting removal from all marketing lists and in-person solicitations, yet the weekly visits continue. This is clearly harassment, and I’m requesting immediate action to stop these unwanted visits to my home.Business Response
Date: 05/30/2025
5/30/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** ***
Vivint Account #: S-*******
Date of Agreement: August 3, 2018
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 Mr. *** has been a Vivint customer for five years. Over the past six weeks, five different Vivint sales representatives have visited his home—nearly once a week. Each time, he has declined their offers and explicitly requested to be placed on the “Do Not Knock” list, yet Vivint continues to send new representatives who disregard previous conversations. The visits have become increasingly aggressive, with multiple doorbell rings, loud knocking, and banging on his front door until he responds. Despite contacting Vivint customer support multiple times to request removal from all marketing lists and in-person solicitations, the weekly visits persist. Mr. *** considers this harassment and is requesting immediate action to stop these unwanted visits to his home.
Vivint’s records indicate that Mr. ***s signed a Purchase and Services Agreement on August 3, 2018. Vivint’s records show that on April 29, 2025, the customer called Vivint and expressed frustration with sales representatives repeatedly visiting his home, but the call was disconnected before further discussion could take place. On May 22, 2025, his address was submitted to the Do Not Knock list to prevent further unsolicited visits.
A Vivint representative has attempted to reach Mr. *** to assist with this matter via phone and email. After reviewing the account, Vivint has submitted Mr. ***'s address one more time to our internal Do Not Knock list as an extra measure.
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:05/22/2025
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.
Vivint was installed on 5-29-18. Equipment was paid off on 6-4-2021. I called on 3-3-2025 to cancel the service due to malfunction of equipment. Vivint was notified about ongoing equipment malfunction starting as far back to 7-5-18. Representatives were sent to the home on several occasions. During one of the repairs main battery sensor was replaced. The system worked for a couple of days then returned to malfunctioning. Major "sky control station" often malfunctioned (black screen, no video on cameras, door and window sensors didn't work). I was unprotected even though I paid for the service monthly. There have been ongoing issues and disputes with Vivint repairing the service with many failed attempts. As stated on 3-3-2025 I called to cancel the service. I was told by "***" a Vivint representative , as of 3-3-25 service will be canceled. I told him about the poor service reason for cancelation. He told me in order to have the service cancelled I would need to pay "pro-rated charge of $ 38.14 can be made by phone". I paid the $38.14 before ending the call. "And a pro-rated bill would be sent to me dated 2-28-25 to 3-3-25". Then he sent confirmation of payment received at 5:47 PM on 3-3-25. I have received texts and billings. Current billing dated: 4-29-25 to 5-28-25 for $129.46. I spoke with a representatives "*** *** ********** ***l", who informed that I did not address an additional email sent. I was NOT informed by the original rep "***" that an additional email would be sent to begin cancelation process. According to representatives, my cancelation of service would be processed 30 days after the notice is received. Then I would be charged a "pro-rated amount during the 30 day period". I explained to both representative that the services was terminated on 3-3-25 and I paid a pro-rated amount of $38.14 that same day. NO ALARM SERVICE SINCE 3-3-25.Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: 5/29/18
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 agreed to cancel Ms. *****’s service and forgive her $195.78 past due balance. Ms. ***** has no further obligation to Vivint and 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 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/22/2025
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’ve been back and forth with Vivint for the past four months trying to manage new equipment and an install for a new property. We’ve talked with several different representatives over the past months with no resolve. We’ve priced out new equipment four separate times, since every time we’ve had to call back for some issue with moving department. Each time we called back we were told they couldn’t honor the price previously quoted and we were told some new, higher amount. After negotiating each time, we always left off with them telling us that their moved department would contact us to schedule install. After several calls, each ranging from an hour to three hours, totaling over 12+ hours of my time talking to their representatives and having to be available for call backs- I am requesting a refund of the remainder of our service contract and cancellation of all equipment. This would have been our third complete equipment purchase and instlll. We’ve been customers since 2018. Their business and service had been deceitful, not honoring previous equipment estimates and never following up with us for months. They even locked us into a 60 month term, **** ******, last previous rep POC, who ended up leaving the company. Now they won’t honor the emailed price she gave us and can’t confirm an install date. All while we’ve been paying each month for service fees (minus credits). We want to be done with Vivint due to how they’ve treated us these past several months. We are asking for them to cancel equipment, install, and refund/cancel all future service fees (void our contract).Business Response
Date: 05/30/2025
5/30/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** *******
Vivint Account #: ********
Date of Agreement: August 26, 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 give Mr. ******* six free months previously agreed upon and ensures his equipment installation will be in line with the price he was previously told. Mr. ******* may contact Vivint’s representative directly if Mr. ******* 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:05/22/2025
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 moved to a new state with our security system (Vivint) and were told they provide service to this address. After 4 months of trying to get the company to come and install the system they stated they don't have anyone and can't service us. They stated we could send the equipment back to them, they would cancel the account and reimburse us for the remaining balance of the equipment. After 1 month and many phone calls of trying to get a shipping label, we finally receive one. The equipment was sent back and received by Vivint on 3/27/25. They confirmed they have the equipment, but they will not satisfy the remaining balance on the equipment like stated as part of the agreement. We are still making payments on the equipment that we no longer have and they will not help us any longer. When we call, they state they are having trouble finding the records of this. We received a case number from Vivint (************) which states that part of the agreement is they would satisfy the remaining balance that is owed on the equipment since this was a cancellation at no fault of our own. There are many case numbers regarding this issue, but the one listed prior is the most recent case number we received. We got in contact with their supervisor, **** ******* ******* on 4/28/25 who stated they would either issue a check to us or they would pay the loan off directly. Neither has happened and they will not give a response to their resolution. This has been an ongoing struggle since November 2024 as we are still making payments on something the company told us to return as part of their agreement.Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: 02/15/2021
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 complete the loan forgiveness and backdate to August 8, 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 ResolutionsCustomer Answer
Date: 06/02/2025
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:05/22/2025
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 work 17 hrs from home, had a vivint system installed before we left, have had nothing but issues with the system, and I've spoken to MULTIPLE people about the issues, have been unable to get assistance and they refuse to cancel the service, saying we're still under contact. They breached the contract by selling us a system that does not work, and weren't in any big hurry to help us until we stopped payment. Now we're getting phone calls every day, I've explained the situation every time, to get nothing but a run around every time.Business Response
Date: 05/30/2025
5/30/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** *********
Vivint Account #: *******
Date of Agreement: April 21, 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 that Ms. ********* works 17 hours from home and had a Vivint system installed before leaving, but has experienced continuous issues with the system. She has spoken to multiple representatives regarding these problems, yet has been unable to receive proper assistance. Despite the ongoing malfunctions, Vivint refuses to cancel her service, claiming she is still under contract. She believes the company has breached the contract by selling her a system that does not function properly and showed no urgency in resolving the issues until she stopped making payments. Now, she receives daily phone calls from Vivint, repeatedly explaining the situation, only to be met with the same runaround each time.
Vivint’s records indicate that Ms. ********* signed a Purchase and Services Agreement on April 21, 2023. Vivint’s records show that on April 2, 2025, Ms. ********* contacted Vivint regarding equipment issues and was informed that a technician would not be available for 30 days. Frustrated by the lack of immediate assistance, she decided to discontinue using the service and placed the equipment on her front porch. On May 22, 2025, she attempted to cancel her service but ended the call abruptly. Two days later, on May 24, 2025, she received an unexpected call from Vivint and sought clarification on the reason for the outreach.
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 two options for a resolution: 1). Vivint is prepared to assist Ms. ********* in scheduling a technician free of charge and also providing three months of free monitoring for her previous experience. 2). If Ms. ********* does not desire to have her equipment fixed by a technician and wishes to cancel, Vivint's representative can go through the cancellation process with her. Vivint is prepared to cover Ms. *********'s overdue balance of $139.24, but Ms. ********* would need to pay her early termination fee to cancel. The cancellation policy Ms. ********* has is called the BUYOUT50, meaning Ms. ********* would pay half of her remaining monitoring fees. This amounts to $672.32. These options are pending account verification and acceptance by the customer.
To resolve this matter, Ms. ********* may contact Vivint’s representative to proceed with the proposed resolutions. Ms. ********* may contact Vivint’s representative with any questions or concerns Ms. ********* 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:05/22/2025
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, June 2024, I got a new home monitoring system with Vivint. The tech came out and I signed a few forms to what I believed was the equipment contract. Everything went relatively smoothly. I used the system approximately 8 months and was able to pay off the equipment price. I am now moving and needed to cancel the service. I was on hold for about an hour and spoke with 3-4 different people. They told me that I had unknowingly signed up for a 3 year monitoring contract and the only thing they could do was suspend services for a year. This would add a year unto my contract.Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: ********
Date of Agreement: 6/5/2024
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In the complaint, Ms. **** states in June 2024, she had a Vivint home monitoring system installed and believed she signed only an equipment contract, which she paid off after about 8 months. However, when she tried to cancel due to moving, she discovered she had unknowingly enrolled in a 3-year monitoring contract, and the only option offered was to suspend service for a year—extending the contract further. Ms. **** is requesting a refund.
Vivint’s records indicate that Ms. **** signed a Purchase and Services Agreement (“Agreement”) on June 5, 2024.
Vivint’s records show Ms. **** agreed to a 36-month term when she signed up. Ms. **** has 24 months remaining in her term.
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 waive the $1131.36 buyout, with valid proof the equipment is paid off. This offer is pending account verification 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 Resolutions
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