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
- 8,065 total complaints in the last 3 years.
- 2,825 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:04/05/2023
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 never told this company was taking out a line of credit in my name. Also was never told how much all of this cost. When I asked about the $4000 they told me thats just what I was approved for based on my credit scores. That was a lie. $4000 is how much they charged me for all of this. You only have 3 days to get out of the contract yet this information didnt come available to me until I got my first bill. Absolute scam. I do not want service thru a fraudulent company.
Business Response
Date: 04/11/2023
4/11/2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19900947
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 3/18/2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** regarding her concerns. ************** may contact Vivints 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:04/05/2023
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 on July 29, 2022. I paid off all my remaining balance for my equipment and bought out the remainder of my contract with them. They also ask for a written letter for the request of cancellation which I sent them on July 29, 2022. I have bank statements that show where all of the charges to pay off my accounts have gone through on August 1, 2022. However, on November 22, 2022 I have a charge from them for $207.22. Then following that I have been charged $52.14 monthly for an over all total of $415.78 so far.
When I found these charges on my bank account I immediately called their customer service who stated that according to my account, I had provided everything they needed for the cancellation and they weren't sure why I was still being charged for anything. They reinitiated the cancellation of service and told me to give them 48 hours, I waited almost an entire week and hadn't heard anything so I called again today and was told they needed to resubmit the cancellation request and that it would take up to 30 days to be complete. Considering I did everything I was supposed to do over 6 months ago, I don't feel this is acceptable. I need proof of cancellation and a refund for all the fraudulent charges.Initial Complaint
Date:04/05/2023
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 service and they told me they dont understand who I am and why I am calling. What do you mean? I am a customer and want to cancel services, and then hung up on me at ****.Business Response
Date: 04/10/2023
April 10, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19899694
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: April 23, 2020
To Whom It May ***************** have reviewed the information provided by Mr. *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** via phone to resolve his concerns. At this time, Vivint agrees to cancel Mr. ******* account without penalty. **************** may contact ********************************** / ************) directly if he has any further 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:04/05/2023
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.
05 April 2023, I have an account with Vivint that I am trying to cancel over the phone. I spoke with a representative that kept insisting that instead of cancelling that I have the service transferred. I told him I did not want to transfer. Then he asked me if my equipment was paid off and told him yes and that I paid it off almost a year ago. He had no record of it and transferred me over to the company Vivint uses to finance the equipment. Once they confirmed I paid the equipment off, a new representative took over the call with me. They told me that I would have to pay $1200, then said $900, then said $699. I was highly upset with this because why I would I have to pay any of those amounts for a service I will not be using in the future. They told me it's because I have a 60-month contract with them.I have services with other companies for utilities and never was I ever hit with something like this. People terminate accounts every day for various reasons. I asked to speak with a supervisor, but I did not speak with them. However, the representative relayed to me that the supervisor would knock off 75% of the payoff to cancel the service, which turned out to be $233. I also must mention that I have been with the company since 2019. I still feel this amount was excessive. However, I went ahead and agreed because at this point, I would like to be done doing business with Vivint. On top of the $233 that I paid today, I was told by another representative that I would be charged a prorated amount from the date that I send an email to Vivint to officially cancel my service because my monthly bill falls within 30 days of the cancellation notice. I will not recommend this company to anyone; however, I will be warning people about the shady practices and to not use Vivint. Throughout my years with Vivint I have only been home 2 years to really experience Vivint customer service and I have not been happy with how anything has been handled. Never again!Business Response
Date: 04/10/2023
April 10, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19899601
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 30, 2019
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ************ and a resolution has been agreed upon. At this time, Vivint has cancelled the account with an effective date of April5, 2023. Vivint has agreed to provide a prorated refund from April 6 29, 2023 in the amount of $47.65. ************ may contact Vivints 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:04/05/2023
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 trying to cancel my monitoring services with Vivent since October 2022. We had a 5 year contract with them that ended Oct 26 2022, I called in advance of the end of the contract to find out EXACTLY how to cancel. I was told it could not be done electronically, that a written notice of cancellation had to be received by them. We did this and called them to confirm that 1) it had been received and 2) we would no longer be billed. The continued to bill us. We contacted them in Jan 2023 and were told the billing would stop, it didn't. We changed banks and the auto-pay was stopped. Even though they were no longer providing monitoring services to us, our equipment isn't connected to them anymore, they continued to accrue monitoring fees on our account. I was given bad phone #'s to call back, I was told calls were 'dropped' and so there was no record of them. I have now been told (4-5-2023) that they will not cancel my account until I pay the past due balance, which I'm disputing. There is no way out of this. Oh, one way, if I continue my monitoring services with them, they'll reduce my rate and forget the whole thing. I'm being held hostage by the company I hired to keep me safe.Business Response
Date: 04/11/2023
April 11, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19899586
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: April 23, 2020
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ****************** explains that she had been trying to cancel her monitoring services since October 2022. She further explains that a notice of cancellation was sent but they continued to be billed. ****************** desires cancellation of her services.
At this time, Vivint agrees to cancel Mr. *************** account and has waived his past due balance of $164.28.
Vivints records show that ****************** signed an Agreement in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A written notice of cancellation was provided by ****************** on April 5, 2023, and his account was invoiced for the last month of service. Vivints record also shows that ****************** stopped making his payments after December 27, 2022.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ****************** has no further obligations to Vivint.
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:04/05/2023
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 submitted an account cancellation in writing on December 22nd, 2022. Vivint uninstalled my equipment on December 30th, 2022. As of April 5th, 2023 I am still being charged a monthly fee for services I dont use for a house I sold months ago. Ive called and spoken with 8 different customer service agents, have proof of my account being canceled in writing, and yet I still get charged monthly. This is robbery and Vivint should be avoided at all costs. Every customer service agent is trained to lie and do anything to avoid actually helping the customer. My next step is to get a new credit card with a different number so Vivint cannot continue charging the card on file.Business Response
Date: 04/11/2023
4/11/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19898790
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 2/1/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. ****************** account has been cancelled. ****************** account has been refunded $188.56. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/11/2023
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:04/04/2023
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.
Vivint is charging me for security even though I have cancelled my account. I repeatedly ask for an email for confirmation which they categorically refuse. They verbally say they cancel and then keep charging I call and the people barely speak English have no Idea about whats going on. And say I can only cancel after I pay some amount I dont oweBusiness Response
Date: 04/10/2023
April 10, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19896016
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 26, 2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that Vivint is charging him even though he has cancelled his account. He states that Vivint refuses to provide an email with confirmation of the cancellation. **************** desires a billing adjustment.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers to clear the past due balance of $177.82 and to cancel the account without penalty or fees to *****************
Vivints records indicate that **************** signed a Purchase and Service Agreement on August 26, 2017. Records indicate that July 10, 2018 Vivint offered a move or takeover option, also provided the buyout information for the account, **************** told Vivint he would see if the new homeowner would take over the account. April 3, 2023 **************** made a cancellation request and was advised that the past due balance must be paid.
With the information provided Vivint offers to waive the past due balance and to cancel the account. **************** may contact Vivints representative directly with any further questions or concerns in 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 LegalCustomer Answer
Date: 04/11/2023
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:04/04/2023
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 sold my home which I had a security system with vivint. I had purchased equipment through them. As part of the deal to sell my home the people who bought it wanted the security system with it so I had to pay it off which I did. I paid it off on March 10th 2022 the confirmation number is ************** . the address of the home was *********************************************************************. The new owers Name are ***** and ***********************. I was responsiable for the service payment for March 2022 as it was basicly the middle of the month and the new owners took over the service. Vivint has still been taking monthly payments for service out of my checking account on the 7th of every month in the amount of $42.14 which adds up to so far $505.68 I have called every month and complained and have been put on hold for 30 minutes then hung up on. Called back to be told someone will call me back and this would be handled. I call all the time. I am a wounded warrior on a fixed income and I can not afford to have that money taken away from me. It's the difference if I can eat or not. I need my money back and them to stop taking my money for a service I dont have as they admit they get double payments for that address. I'm at my **** end. I have told them that I'm willing to go on social media and contact local news about this but I shouldn't have too. I have stress induced seizures and fear going this route will cause me more harm than good. If there is anyway you could help me I would be forever in your debt. Thank You ***********************Business Response
Date: 04/10/2023
April 10, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19893828
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 6, 2020
To Whom It May ***************** have reviewed the information provided by Ms. *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** via phone to resolve her concerns. Vivint agrees to cancel Ms. ****** account and issue a refund of all payment taken after March 12, 2022, to her **** card ending in ****. ************** may contact Vivints representative directly if she has any further 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:04/03/2023
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 had an account with Vivint for a monitored alarm system. An "upgraded" panel began EXTREMELY annoying notifications. Vivint tech reps explained that there was NO way to stop those, so I decided to remove the offending panel and cancel the account.
I called Vivint on 9/17/21 at approximately 8:00am, and spoke with Amear, a "retention specialist". I told him to cancel my account. But he convinced me to keep a monitoring service for the smoke and CO detectors that did NOT REQUIRE any panel or tech visit. I MADE IT CLEAR
THAT I DID NOT WANT THE SERVICE IF I HAD TO HAVE A PANEL!!
He ASSURED me that I did NOT have to have a new panel nor service visit. He offered this service for ~$30/mo, no contract and I accepted. HE LIED.
I have been paying ~$30/mo (plus some late fees) from 9/21 through 4/23 for NOTHING!
In that time, I made several calls to Vivint regarding the service for various reasons. NO one confessed that it did NOT exist!
I only discovered that the devices were NOT being monitored in Feb '23, when the CO detector batteries went bad. It was in the wee hours of the morning so I removed the batteries, expecting a call or SOMETHING from Vivint that the detector was offline. But NOTHING. I have to work long hours, so I put it aside and didn't think about it until I received the bill for April. Before paying, I called Vivint on 4/1/23 to check the status of that detector. The rep told me that it "was online and working fine, no worries"!
FURIOUS, I said, "It doesn't have any batteries in it! It is NOT fine!"
She confessed that Vivint does NOT provide monitoring without a panel!
I called Vivint at 12:35pm on 4/03/23 to cancel the service. FINALLY, a rep cancelled the account, waiving all but $1.17 of the remaining balance on the account. This rep provided me with the date, time, etc of the setup of the phony service. I told him that I would file a formal complaint to the BBB.
I STILL HAD TO PAY $1.17 FOR A SERVICE THAT THEY DID NOT PROVIDE!Business Response
Date: 04/07/2023
April 7, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: *******
Date of Agreement: May 3, 2010
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 cancel the monitoring service agreement effective June 1, 2021, due
to monitoring issues. Vivint also agrees
to provide a refund of all payments made from that date forward via check. 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/09/2023
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. However:I would like this complaint to remain open until I actually receive the refund check.
I would also request that Vivint STOP all marketing calls, texts, emails, etc.! Since cancelling the service and filling this complaint, I have received multiple, unsolicited marketing texts and emails from Vivint! A few months ago, I even had a Vivint rep come to my home trying to upsell my nonexistent service while continuing to lie about the functions of the panel.
I want no further communications and/or home visits from Vivint!!!
Sincerely,
**** ********Initial Complaint
Date:04/03/2023
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 had a Vivint Smart Home System installed on 3/8- the techinican gave us erroneous information and installed two panels in the same house causing two different accounts to be opened for the same home and we ended up paying for two systems instead of one. We applied for a Citizens Line of Credit at ) percent to pay for these items and have had multiple issues. We were charged for items on 3/8 that were not installed- the document indicates that the technician installed two Spotlight Pro which is not the case the only items received were two panels (1 downstairs and 1 upstairs) 8 window/door sensors down stairs, two upstairs, 2 water sensors, 1 glass break detector and 1 motion sensor- the work order shows that we should have received two yard signs we did not, also we did not receive the Spot light pro. On March 22 we had another techinician come who was help and installed 3 cameras and 1 spotlight pro. However, Vivint some how charged us twice on that day! I have called Vivint numerous times to try and rectify the billing and equipment issue to no avail. Each time spending 2+ hours on the phone trying to get this resolved. I now have another appointment set up to confirm exactly what equipment is installed. Also the service is not great- my car was broken into and the camera did not record this has been a true nightmare.Business Response
Date: 04/07/2023
April 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19889865
Complainant: ****************************
Vivint Account #: *******
Date of Agreement: March 8, 2023
To Whom It May ***************** have reviewed the information provided by Ms. **************************** and appreciate the opportunity to respond.
In her complaint, ************** indicates that the technician installed two panels in the same house causing them to be charged for two systems instead of one. She further explains that she was supposed to receive 2 spotlight pros but only one was installed. ************** also explains that the service is not great and desires the duplicate charged removed and the additional spotlight she paid for.
A representative from Vivint has recently contacted ************** to resolve her concerns.
Vivints records show that ************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $36.98 and total equipment fee of $1,523.64, plus applicable taxes, during that term.
Vivints record indicated that Ms. ****** duplicated charges for the equipment was refunded on April 4, 2023. In addition, Ms. ****** invoice was sent to her indicating that she did not pay for 2 spotlights and the technician recommended that the spotlights are not a great fit for her camera placement.
************** may contact ********************************** / ************) directly if she has any further 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 Legal
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