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:05/22/2025
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.
Acquired Vivint in 2020 and used it for three years Moved from residence in 2023 Current separated spouse has removed my email from the system and changed the password and pin code Vivint is still collecting payment on a service that is no longer being provided. I have called Vivint customer service on three occasions and I have spoken with VISA credit card representatives and USAA representatives. Disputes have been filed and I’ve asked Vivint to be black listed on my card. They proceed to charge me despite all of this Vivint refuses to remove my bank information and personal information on the account my ex has kicked me off of. However they continue to charge me $42.12 a month for two years. Installed equipment has been completely paid in full. I am asking for charges against my credit card to stop and my personal information to be removed. They refuse to do anything and keep telling me to talk to the ex spouse who is also refusing to do anything. Please help me stop being charged for a service I do not use and for my personal information to be removed from their records.
Business Response
Date: 05/30/2025
5/30/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: July 22, 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 cancel his account once we receive his passcode verification. Vivint will also backdate his cancellation to May of 2024 once we go through the cancellation process with Mr. Atwood. 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, 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.
I have been trying to cancel my account with them for over 3 months now and they are giving me the run around and still expect payment. I called to let them know that I have been recently divorced and my ex husband who the account is under no longer lives at the residence additionally the equipment has not been working for over a year and that I want to cancel because it was coming out of my account. They told me I needed a passcode. I called 4 times for that. Finally got it and called in to cancel for them to tell me to send an email. I did but nothing. Ex husband got involved and paid for the month I cancelled for and cancelled but not they are still saying payment is due and it is not cancelled. At this point this is absurd and predatory when it has been clearly mentioned that I do not want the serviceBusiness Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: 4/2/2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******* and a resolution has been agreed upon. At this time, Vivint has confirmed this account was cancelled & refunded on May 23, 2025. 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: 06/03/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *******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.
I paid up front for all the equipment for a home security system. In under a week, there were two false alarms going off in my house. During the first false alarm, my daughter, dog, and I were running around with our hands over our ears (well, not the dog) for at least five minutes while I tried to turn it off and no call from Vivint the whole time. It was still going off and I called and couldn’t get through to anyone for at least 8 minutes. They told me they had no record of the alarm going off. So, the equipment is faulty and, if there was a real emergency, no one called me…which is a major part of why I have the service. During the second, same thing and had to wait for at least that long to talk to a human and they said it must be faulty equipment. I texted the installer. Wasn’t able to get him to my house until after the return period. I called Vivint and they said I was out of the refund period. They agreed to take back a portion of the equipment and refund me about $1,700. Bc I paid all of it up front, I wasn’t breaking some equipment payment agreement, according to them. My tech came out and they hadn’t even given him the right information about why he was there or what to remove, even though customer service had dictated how many pieces of equipment needed to come out for me to get the refund. It’s been a month and I haven’t gotten my money back. I talked to the online customer service and they said they have no record of them owing me a refund. Now I’m on the phone with someone and have been waiting on hold while they talk with someone “in the back office” for going on 10 minutes. Now I’m on the phone with them and they’re telling me that they’re only giving me $1400. As far as I’m concerned, they broke their agreement to me to provide me service and then they have wasted hours of my time and given me the run around. I’d like the entirety of my money refunded and to be able to cut this service.Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: ********
Date of Agreement: 4/9/2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In the complaint, Ms. ****** states she paid upfront for a Vivint home security system, but within a week experienced two false alarms with no response from the company during the incidents. Despite multiple attempts to resolve the issue—including contacting customer service, the installer, and waiting past the return period—Vivint failed to honor their refund agreement fully, offering only $1,400 instead of the promised $1,700, and now claims to have no record of owing her a refund. She feels the service failed to deliver on its core promise, wasted her time, and wants a full refund and to terminate the service.
Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (“Agreement”) on April 9, 2025.
Vivint’s records show Ms. ****** called in on April 29, 2025 about a Smoke/CO false alarm. Ms. ****** did not attempt to troubleshoot, immediately wanted to cancel her account. The specialist let her know that her trial period had ended 7 gave her alternatives. Ms. ****** chose to downgrade her equipment to get a partial refund. The technician that uninstalled her equipment, stated the Smoke/CO could have been replaced easily.
Vivint's records also show a false alarm on a panic pendent on May 1, 2025. The code was put in the panel & monitoring was alerted it was a false alarm, so our Monitoring team did not need to call Ms. ******.
Ms. ****** was refunded $1599.98 on May 22, 2025 for the returned equipment.
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 uninstall the remaining equipment & cancel Ms. ******'s account, 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: **** ***** *** ***** ****** **** *****, or fax number: ***** ********, 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.
On April 17th, 2025 Vivint sold us a home alarm system. We were told by the sales representative we have 30 days as a trial and we can cancel if we're unhappy with the services. Unfortunately that was not documented on the paperwork that was issued. Also we were not informed that we would be paying 2 separate bills from 2 companies just to have the system. When I called Vivint on May 9, 2025 it was then that I found out our sales rep didn't document he had given us 30 days to cancel and Vivint would not allow me to cancel without proof of that information from our sales representative. Vivint customer service said that they would reach out to our sales rep to verify the information and get back to me once they reviewed and received the information they needed to process the request for cancelation. I didn't hear from anyone so I called Vivint again on May 13, 2025 to follow up. Vivint customer service told me they still didn't receive any information from our sales rep and that I should reach out to our sales rep to get proof from him to show Vivint in order to process the cancelation. The company did offer me discounts on our pricing on that day to keep me as their customer but I declined the offers as I just wanted the service to be canceled. I reached out to our sales rep May 20, 2025 and he did verify with me thru text message that he spoke to Vivint already that he has given us 30 days. May 21, 2025 I called Vivint customer service and provided them with the text message from our sales rep and was told the text message was not good enough for them. It needed to specifically say that we were given 30 days trial. I then texted our sales rep requesting a text that states he gave us 30 days trial but no response from our sales rep. Its very frustrating to go through this just to cancel my service. All I want to do is just cancel my service and have the equipment removed from our home without any fees or penalties.Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ********* *******
Vivint Account #: ********
Date of Agreement: April 17, 2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******* and a resolution has been agreed upon. At this time, Vivint has agreed to schedule an onsite visit on June 6, 2025, to have the equipment removed. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund to Fortiva for the equipment line of credit, and a refund of all payments made directly to Vivint. 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 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.
October 2024 salesman promises me that I will not have to pay bill until October 2025. It was a lie to make me purchase the service as well as the Salesman promised that I would get a credit if I helped him find more clients.Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #:
Complainant: ********* *****
Vivint Account #: ********
Date of Agreement: 8/30/24
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 was promised that he would have no payment for 13 months, which did not happen. He desires no further contact with Vivint.
Vivint’s records indicate that Mr. ***** signed a Purchase and Services Agreement (Agreement) on 8/30/24 with an initial term of sixty (60) months. Vivint’s records indicate that Mr. ***** participated in a survey which was sent to his device and in which he answered that he understood that he had no monitoring payment due in August and that agreement contains everything his representative discussed with him and no additional promises have been made. Vivint relied on Mr. *****' representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
Vivint’s records indicate that on 8/30/24, Mr. ***** did not make a monitoring payment for his September invoice. Vivint’s records indicate that on 9/30/24, Mr. ***** began making payments through March 2025. Vivint’s records indicate that on 4/2/25, Mr. ***** called and stated that he wanted to cancel because he was promised 1 free month, no payment until October 2024, and that had not been honored. The call was reviewed. The representative explained that he had not made a monitoring payment until 9/30/24, which as he installed on 8/30/24, was 1 month free. Vivint’s records indicate that Mr. ***** then stated that he meant that he had been promised not to have payments until October 2025 (13 months) for Vivint monitoring or his Fortiva equipment loan. Vivint’s records indicate that on 5/22/25, Mr. ***** called and requested to cancel his service, stating that the representative had lied to him. He did not have anything stating that he was to have 13 free months of service. However, the representative made 2 offers to lower his bill for up to 2 years, which he declined. Vivint’s records indicate that Mr. *****’ account is currently 2 months and $95.43 past due.
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 a 2-month credit of $95.43 to Mr. *****’ account for his past-due balance so he can start fresh with a zero balance. 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: **** ***** *** ***** ****** **** *****, or fax number: (**** ********, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/21/2025
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.
Account ********* Cameras and security have not ever worked really well. System has not worked at all since October 2024. I have called many times, I am sure it is on record with them to cancel. I was told in December 2024 if I paid in full everything, that was due on the contract, it would be closed. I paid it in full. On February 13, 2025, I called again to cancel and was told if I send a letter the account would be closed. I sent the letter. I am still getting invoices and now late fees are being added. I just wrote letters to the board of directors, but this needs to end.Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: *******
Date of Agreement: 06/03/2020
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 complete the cancellation & backdate the charges to December 23, 2024, when the Equipment Line of Credit was paid off . Mr. ******** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** *****, or fax number: ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/21/2025
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 May 2025, I called Vivint's customer service line to cancel my service because most of my security hardware constantly fails. The representative was very aggressive every time I tried to cancel, continually refusing and just making a new offer. Eventually, the representative offered to replace all of my equipment for free - 9-10 sensors, 2 secondary panels, one glass break, and one smoke/heat detector. They offered $50 a month. I said no. Eventually she got down to $29 a month for 3 years, and I said yes. She also said Vivint would install the equipment free of charge. It took her over 20 minutes to try to schedule the install, so I asked her to call me back because I had to drop to join a work call. I never received a follow up call, but instead in the email I received a package from Vivint that they charged me shipping for. It included 3 sensors and 1 glass breakage sensor. I called to ask what happened and the representative said I agreed to $300 in equipment in exchange for a 3 year contract. I immediately disagreed and requested to cancel. After being on the phone for over 30 minutes they refused and said they would check the recording of the call and that I could call back in 5-7 business days for my resolution. I called back more than 7 business days later and they will not allow me to cancel. They refuse to provide me a copy of the recording, which the representative made pretty clear does not exist. Instead, he was looking at notes at whatever the prior representatives said. I want to cancel my service and send the equipment back since I was defrauded into agreeing.Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: May 25, 2025
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivint's records show that Vivint has agreed to honor the agreement of $29.99 for a renewal term of three years. Vivint also agreed to schedule an onsite visit to install the equipment already received along with seven additional door/window sensors, two keypads, and one Smoke/CO combo detector. The original scheduled date was May 28, 2025; however, this onsite visit has been rescheduled for June 4, 2025. Mr. ****** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** *****, or fax number: (**** ********, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/21/2025
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 to cancel my account and I was overcharged and they kept transferring me after an hour on the phone ******* the rep with ID#****** overcharged me and said he will not be able to cancel the account unless someone take over. Which the new home owner is already taking over yet they charged me an extra month.Business Response
Date: 05/30/2025
May 30, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: November 7, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a resolution has been agreed upon. At this time, Vivint agrees to cancel the monitoring service effective May 21, 2025, when the verbal notice of cancellation was received. The payment of $25 received on May 21, 2025, will be refunded at the time of cancellation. 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:05/21/2025
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.
My account with Vivint SmartHome has been closed since August 2024. Vivint repeated to charge me for the next few months, I have repeated call them to fix the problem. Their response is that it takes their system 30 days to show the closure. This continued between September through February. Everything dealing with the security system was off, and access to the online account was off. When I called, I stayed the phone for over an hour multiple times getting shuffled around agent to agent. Now I have received an email in May from a debt collector (Firstsource Advantage, LLC) saying I owe a balance of $254.18 to Vivint from the time my account was closed. Firstsource Advantage reference number is 75745, I had to file a dispute through their website so this does not affect my credit/ credit score.Business Response
Date: 05/28/2025
5/28/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: ********
Date of Agreement: July 26, 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 his account with Vivint Smart Home had been closed since August 2024, yet Vivint continued charging him for several months. Despite repeated calls to resolve the issue, he was informed that their system required 30 days to reflect the closure, leading to ongoing charges from September through February. During this time, all aspects of the security system were turned off, and access to his online account was revoked. Whenever he contacted Vivint, he endured lengthy phone calls—often over an hour—while being transferred between multiple agents. In May, he received an email from a debt collector (Firstsource Advantage, LLC) stating that he owed a balance of $254.18 to Vivint for the period after his account had been closed. To prevent this from impacting his credit score, Mr. ***** was forced to file a dispute through their website.
Vivint’s records indicate that Mr. ***** signed a Purchase and Services Agreement on July 26, 2023. Vivint’s records show that on August 23, 2024, Mr. ***** requested the cancellation of his policy and was instructed to contact the loyalty team via phone for assistance. On August 27, 2024, he again requested cancellation and was informed of his buyout policy, specifically the Buyout 50 policy. Unwilling to pay the cancellation fee, he ended the call and stated he would report Vivint. On September 5, 2024, Mr. ***** claimed he submitted a Notice of Cancellation (NOC) and inquired whether it would be processed, but he was redirected to customer loyalty, where the 30-day cancellation policy was explained. However, no NOC was found on file. On November 6, 2024, during a supervisor call, Mr. *****, having moved, expressed his desire to close his account and indicated that he was willing to pay his loan but not the buyout amount. The supervisor explained that his 2023 contract included a $5 reduction on his Recurring Monthly Revenue (RMR), after which Mr. ***** ended the call. His cancellation policy remained either Buyout 50 or Buyout Promise, and ultimately, his account was written off on February 26, 2025, with an outstanding balance of $254.18.
A Vivint representative has attempted to reach Mr. ***** to assist with this matter via phone and email. After reviewing the account, Vivint will clear his account from Firstsource Advantage, LLC.
To resolve this matter, Mr. ***** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ***** may contact Vivint’s representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** *****, or fax number: (**** ********* Attention Department - Executive Resolutions
Sincerely,Vivint Executive Resolutions
Customer Answer
Date: 06/01/2025
Complaint: ********
I am rejecting this response because:
I had Vivint since 2017. I was told then that once my equipment was paid in full, that I would be on a month to month subscription on the monitoring service and could cancel anytime. When I upgraded equipment in 2023, I was then told the agreement was the same. These buyouts were not stated then, or the first time I called to cancel services. It was explained that because I was leaving the equipment with the home, the new owners could use it with Vivint if they so choose. I paid the remaining balance of the equipment and ended the monitoring services. I seems as though these buyouts and were brought up after Vivint failed to cancel the services and I'd have to call back each time. Moving the goal post, sort of speak, a different reason was said each call. Vivint seems to keeps giving me the run-around to get more money out of me. I would like this account closed, no charges beyond the August cancelation, and removed from creditors and/or collections.
Sincerely,
****** *****Business Response
Date: 06/06/2025
After further review, Vivint has agreed to remove Mr. *****’s account from collections and waive any outstanding balance incurred after August 2024. The account will remain closed, and no additional charges will be applied to Mr. *****.Customer Answer
Date: 06/09/2025
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:05/20/2025
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 keeps coming to my home to sell me their home security products. I have told them numerous times to stop coming to my home and to remove me from their list. They keep coming and turn to aggressive sales techniques to sell their products. I want them to leave me alone.Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: NA
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ******* and appreciate the opportunity to respond.
The kind of behavior Ms. ******* has reported is not consistent with Vivint’s policies, and I have reported this complaint to sales management in Ms. *******’s area. Vivint agrees to have her address added to the no contact list once she provides Vivint with her physical address. Vivint appreciates Ms. *******’s feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
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
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