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
- 8,066 total complaints in the last 3 years.
- 2,828 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:04/02/2023
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.
Closed account but keep withdrawing funds from my account and no money is due, contract was completed years ago they even started just the last couple months taking double payments out this month one on the 1st and 31st. But account is closed services are not being rendered They are stealing money from my account.
Business Response
Date: 04/05/2023
April 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19887556
Complainant: **** Rice
Vivint Account #: *******
Date of Agreement: February 2, 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. At this time, Vivint has agreed to cancellation effective February 22, 2023 and a refund from that date forward. ************ 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:04/02/2023
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.
My problem start back feb 2023 app doesnt work cant view my locations or set the alarm when i do its not showing that it has been set, i have to turn off device or either uninstall the app , i done call chat no resolution all i get is that they working on it it does not take that long so im very unhappy customer. im not no tech person to be taking the equipment apart to do a hard reset this is ridiculous this has happen since a software update from youll system. vivnit customer service is a drag someone should have reach out to me i been a good customer paid bill on time and now this, cant even view my property with the app on my device without reinstalling or turning off my device. hope someone will get some type of resolution to this. this is furious and unacceptableBusiness Response
Date: 04/07/2023
April 7, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19887532
Complainant: *********************
Vivint Account #: *******
Date of Agreement: April 14, 2018
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 agreed to have a Customer ********************** Specialist reach out to assist with resolving the mobile application issues and to provide a $25.00 recurring credit for 4 months for the issues since January. ************ 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:04/01/2023
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.
Have had this home security system for over a year. They have the wrong number in their system. They call me constantly for account issues when my husband, ***** ****** is to be contacted. I get called 2,3,4 times a day. We had a phone call months ago where payment information was updated. They have yet to take funds out the account on a monthly basis. Instead, they will take $150, $175 out *****’s account sporadically. We had a phone call where we reminded them to contact ***** as well as establish when and what amount the monthly payments would come out.
Today on 4/1/2023 I have been contacted twice. Yesterday 3/31/2023 I have been contacted twice.
Everytime I bring up that I should not be contacted I am hung up on.
Just now I called vivint and told them to cancel this service. No use to having service with a company that cannot read the “notes” (that’s all they say is I’m going to not your account) that ***** should be contacted.
Now it’s impossible. On the weekend only, they can contact me but absolutely cannot close this account.
I been on hold for over an hour waiting for a supervisor to pick up. While typing this, once again I was hung up on.Business Response
Date: 04/09/2023
April 9, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: July 25, 2020
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 Vivint has had the wrong phone number on her account and that she changed her billing information but Vivint does not take her payment out monthly. Ms. ****** explains that she has had negative experiences with Vivint’s customer service in trying to get this resolved and she desires cancellation of her Agreement.
A representative from Vivint’s Legal department has reached out to Ms. ****** via email and has left a voicemail, in an effort to resolve this matter. Vivint would like to ensure that the information on Ms. ******’s account is correct.
Vivint’s records indicate that Ms. ****** signed a System Purchase and Services Agreement (“Agreement”) on July 25, 2020 with an initial term of sixty (60) months. Ms. ****** is within the term of this Agreement and cancellation without penalty is not warranted at this time; however, Vivint would like to resolve Ms. ******’s concerns.
Ms. ****** may contact Vivint’s representative directly to discuss resolution of 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: 04/11/2023
Complaint: ********
I am rejecting this response because:I am willing to contact this company to resolve this so called miscommunication however, this company still calls me 2-3 times a day, the last time less than ten minutes ago. This company absolutely refuses to honor a customer’s simple request of NOT being contacted by this number.
They have continuously showed that they do. It care and will do whatever they want to do.
Sincerely,
****** ******Business Response
Date: 04/17/2023
April 17, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: July 25, 2020
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ****** ****** and appreciate the opportunity to respond.
In her rebuttal, Ms. ****** states that she continues to receive calls from Vivint 2-3 times a day.
Vivint has removed Ms. ******’s number from her account and placed the number she requested as both the main number and the emergency contact. Vivint has also updated the email address as requested.
A representative from Vivint has reached out to Ms. ****** via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ****** 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/01/2023
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.
The service of the cameras are always off or not working. I had several issues with them and I will list them below.1. 3/31/2023 camera was off line. I know we have to through the trouble shooting process but the bride for the camera i needed to check is located really high. Its in the ceiling of the garage. my garage are high ceilings. The customer service girl said if I didn't wanted to get charge that we had to do it. I'm currently disable so after hours with them on the phone my husband got home and my son. They put a latter and my son almost fall of the latter. I told them but they still said if we didn't complete the trouble shooting I was going to get charge for a technician. It was whole day process than this morning camera is off line again.2. I had another incident where I was not home my alarm kept beeping and when I got home to show the policeman the cameras where off line 3. when I called the police they told me they did not dispatch the cops because the installer never connected the system to the police department.4.I told them I don't want their system but they told me they finance the equipment and I own the money to a 3rd party not them.Business Response
Date: 04/07/2023
4/7/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19883776
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 6/30/2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that her outdoor camera is not functioning properly. **************** requests a replacement.
Vivints records show that on April 5, 2023, a technician was sent to Ms. ******* home.The technician relocated the camera. A representative from Vivints **************** has contacted her via email to assist her further if needed.
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:03/31/2023
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.
The initial service was sold to me from a door-to-door salesman that gave me completely false information and did not allow for me to see any documentation based off of the information that he gave I was told from the initial set up that it was not credit base, nor was there a credit check, and everything was done illegally in my name. There was no proof of ownership for the account nor did he verify any information. This is now resulted in multiple lines of credit open in my name, and on my credit, I want the account closed, paid in full in good standing, and everything reimbursed.Business Response
Date: 04/07/2023
April 7, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19881274
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: July 21, 2021
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 agreed to remove the account from collection leaving the account cancelled with Vivint and provide forgiveness for the remaining balance of the Citizens equipment line of credit. ****************** 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:03/31/2023
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 reached out to Vivint last year in December and asked them if I paid the equipment if I could cancel my services. The rep said yes.I called Citizen loan and paid off the equipment.I called vivint back on Dec 28th and provided them with the confirmation number from Citizen showing proof that I had paid off the loan and the equipment was paid for. The lady confirmed and advised that my services would be canceled and I would actually get some money back. I then proceeded to ask the rep on the phone if there was anything else that I needed to pay or if I will see another bill and the rep stated NO.In January I saw a charge for $50 for Vivint and called Vivint back they advised that the equipment was not paid off and I advised then it was. Both I and the rep got on the phone with Citizen loan where they confirmed that the loan was paid off for the equipment and the Vivint rep confirmed with citizen loan.February I called Vivint again with Case #C-A115071735 and they advised me that I had to pay for half the loan in order to cancel the services and I told then that according to the rep in DEC i did not have to pay anything else and for them to pull the recording of the conversation. The rep advised they were going to escalate.March 31st and yet I had to tell them again to look at the case notes that shows I did pay for the equipment and look at case from Dec 28th where the rep advised that I did NOT have to pay anything else. I am currently on the phone and this is horrible. No one cares about the customer and they refuse to listen to the recording or cancel my services unless I pay... even though there is a recording that tells me that I did not have to pay nothing else.Business Response
Date: 04/06/2023
April 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19881116
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: August 20, 2021
To Whom It May ***************** have reviewed the information provided by ***************************************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************************ to resolve her concerns. Vivints record indicates that this issue has been resolved to ************************** satisfaction. ************************ 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:03/31/2023
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.
February 2021 i sold my home, the Saturday before i sold i called Vivint to understand what needed to be done for the new homeowners. I was instructed that all the new homeowners needed to do was to call in and assume the service. A few days later i get a call from the homeowners and they stated that the only way that they could take ownership of the equipment was for me to pay my balance in full. I called Vivint right then to confirm. Now im getting new information and what the new owners said is correct. I am upset now because if that was the case i would have taken my equipment because it was new to my new home. now I'm paying for equipment i do not have and they have me trapped in a contract because i have a loan with a bank, not Vivint but the bank. they are charging me for their service on a home i don't own and equipment i don't have. you can get anyone on the phone to help you, instead you get treated like you stole something and they want it back. as a United States Marines, you would think they would treat their service members with respect. I have nothing else to say, i make sure anyone i know stays clear of Vivint.Business Response
Date: 04/07/2023
April 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19881052
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: July 2, 2018
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******* and a resolution has been agreed upon. At this time, ****************** has aggreed to pay half of the past due in the amount of $200 and Vivint has agreed to cancel his service and forgive the remainder of the past due and forgive the remainder of the contract. ****************** will remain responsible for the loan but will have no further obligation to Vivint and may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/31/2023
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.
On April 16, 2022 I contacted Vivint to pay out account and cancel service. I spoke to Representative and advised of my wishes. I was told it would be cancelled, I was sent to buyout **** and paid off account. 8 months later I was noticed on a credit card I don't use there were charges which I thought were fraudulent. I found out that it was Vivint still charging my credit card. I contacted Vivint in February 2023 and the rep stated I would be refunded and it would be taken care but I needed to send an email of cancellation even though I was not told this in April of 2022. After forwarding the email I received an email stating my cancellation was not sent in a timely manner. I CANCELLED IN APRIL, 2022. I have spoken to 5-8 different representatives who have listened to call admitted there was an error on Vivint part and would take care of it. Now they have send me to collections and stated I owed $299.00 for a service I cancelled almost a year ago as well as STOLE my money for 8 months and refused to refund. I don't care about the money it's a loss. I want my credit cleared and I want this finally closed as I was told it would be by multiple representatives. I recorded the last three conversations and it's atrocious the lies I was told. I spoke to a representative today 03/31/2023 and was told by a collection agent I had to pay for a service I already paid for. I am very frustrated and tired of this company. My mother advised me of their crooked business practices but I paid my account never missed a payment and fulfilled my contractual obligation and my money was stolen and credit ruined by their collection practices. I need a remedy to this injustice.Business Response
Date: 04/06/2023
April 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19880525
Complainant: Mychel Howard
Vivint Account #: *******
Date of Agreement: June 18, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** via phone to resolve her concerns. **************** 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 LegalInitial Complaint
Date:03/31/2023
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.
Nov 14,2022 They installed an alarm system in my home. I agreed to the price on the contract and when they charged my credit card it was like double. I was told that it was corrected and apparently it was not because I have heard nothing from them and they shut my system down on Wed 03/29/2023. When I contacted them the billing department with 3 different persons advised me I owed nothing and my acct was 0. They still did not turn it on and when I called in this time they told me I owed the difference in what I paid and what they billed my credit card. I am attaching a copy of my invoice from them the day of the installation. It was signed and agreed upon by myself and the installer. I have a ill spouse and use the system to keep an eye on her and I have not been able to do this for the last 3 days and they have advised me it could take another 3 days as they are investigating this matter. I sent them the same contracts I am sending to you.Business Response
Date: 04/06/2023
April 6, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19880261
Complainant: *************************
Vivint Account #: *******
Date of Agreement: November 14, 2022
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 agreed to remove the account from collections and reinstate with any past due amount waived, providing a fresh start. ************* 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: 04/06/2023
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:03/31/2023
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.
they wont cancel my account and i sold my house and i no longer have my equipment its lost because vivint would not come and get it.and now they wont cancel my account because they say i owe money that they told me on prior call that i wouldnt have to pay due to me selling the house. and now they are trying to charge me that money and everytime i call the customer service line they give me the run around and keep transfering me to other people and none of them know what they are doing like they have no training and are reading from a screen and they cant help me beyond what the screen tells them theres is no management and i cant understand most of what they say not being racist its a language barrier and i really just need to speak to a real upper management to get this resolved so i dont have to hire a lawyer and i have tried email and no luck with that either. this has been ongoing for months and now they are threating collections even though i have been trying to resolve this matter.Business Response
Date: 04/05/2023
April 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19880102
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 20, 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. At this time, Vivint has cleared the past balance of $230 and agreed to the cancellation of the account. **************** 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 Legal
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.