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
- 8,070 total complaints in the last 3 years.
- 2,809 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:02/28/2023
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.
Our neighborhood has an explicit non solicitation policy. My job requires me to work from home, and partially at project sites. While working from home, Im required to participate in Teams/Zoom meetings online. Vivint came to my residence soliciting security cameras, I ignored them initially due to being involved with the meeting (16 stakeholders) sales persons continued to ring my bell and pound on the door until I finally asked everyone else to hold. When I told them to leave, they insisted on the sales pitch. These people were not allowed to be on my property pitching sales and rudely interrupted my meeting, then acted like the sale was more important than my work or livelihood. I would never recommend this company with these type of salespeople and highly recommend they acknowledge neighborhood policies prior to making rounds and pounding on doors. Many of our neighbors have young children as well and to interrupt kids nap time is extremely rude and intolerant.
Business Response
Date: 03/07/2023
March 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19516618
Complainant: ************************;
Vivint Account ********************************************************************** **** of Agreement: N/A
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, **************** states that his neighborhood has an explicit no solicitation policy. He works at home and attends meetings online. Solicitors are not allowed to be on his property. He told the sales reps to leave but they insisted on giving a sales pitch which is rude and intolerable.
Vivint offers to add Mr. ******* address to the no contact list.
A representative from Vivint has reached out to **************** via phone call and email in an effort to resolve this matter. Vivint has agreed to the above resolution and **************** may contact Vivints representative directly with 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:02/28/2023
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 installed this security system which functioned perfectly for a couple of years. I spent thousands of dollars to install. The system stopped working. The company sent 2 technicians to my physical location and they couldnt determine why the system stopped working. The company refuses to do anything further. I am stuck with thousands of dollars worth of equipment that will not work and the company refuses to address or attempt to resolve. This is no longer a security company. They are going under. Please beware. Use a reputable company.Business Response
Date: 03/07/2023
March 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19516340
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: April 7, 2021
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, **************** explains that her system functioned correctly until recently. She also indicate that two technicians were sent to her home and they could not figure out the issue with her system. She further explains that Vivint has refused to do anything further to assist.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns.
Vivints records show that **************** had a technician at her home on February 16, 2023. The technician discovered that Ms. ******* internet provider did an update that was blocking her port. **************** was then advised to contact her internet service providers to unblock the port.
**************** 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 LegalCustomer Answer
Date: 03/07/2023
Complaint: 19516340
I am rejecting this response because:
The response by Vivint is full of errors. The first error is that Vivint claims to have come to my home. This is not a home security system, it is a business system (law office). The next error is reporting there is a problem with the port. This information is incorrect, as I have spoken with my internet provider twice to verify. Nothing has changed in my office with our internet service or any port. The security system worked fine for years but recently stopped, again, with no changes in anything at the law office. I received an email from Vivint on March 7, 2023 which offered no solution, only asking me to call customer service and request to have a technician come out. I have done that for the 2 months prior to filing this complaint with no resolution. Vivints response offered no solution.
Sincerely,
***************************Customer Answer
Date: 03/08/2023
I would like Vivint to repair the security system so it is usable. If the security system cannot be repaired, Vivint should replace it with a system that works. If neither can be accomplished, Vivint should fully refund the purchase price.Business Response
Date: 03/11/2023
March 11, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19516340
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: April 7, 2021
To Whom It May ***************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to assist **************** over the phone or send a technician to resolve her ongoing issues. **************** 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:02/28/2023
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 have been a customer since 09/2016. I was approached by a door to door person that was with Vivint. He offered to help me get a lower payment and to arrange appt with Vivint tech to update panel and get doorbell to ring. Within a week the panel and doorbell camera was replaced. Within a few days I noted that the doorbell camera was not recording events. I contacted Vivint and spent times with numerous techs trying to resolve the problem. I asked to speak to a supervisor/manager on my last contact. I was told they were out to lunch and they would call me back. I havent heard from them and it has been 2 weeks. In researching how to contact them I have found there is no way to contact them. While researching I became aware that there had been a situation where accounts were set up to pay for equipment. I contacted numerous individuals and confirmed that there is **** applied to a line of credit with Citizens Pay to pay for equipment that I am using for security thru Vivint. I was not aware that that line of credit is near $4000.00. The only new equipment that I have are a panel and a doorbell camera that does no good because it doesnt video record events. If someone broke into my front door or windows I would have no recordings to prove who it is. I am retired and on a fixed budget. I need guidance in resolving this problem. I want have my Vivint Home Security discontinued without extended withdrawal of payment from my account. I also want the line of credit closed without penalty fro Citizens Pay. I dont want them to have further access to my bank and a report of this resolution to me personally in writing.Business Response
Date: 03/06/2023
March 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19514767
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 1, 2016
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 newly upgraded equipment and to provide cancellation of the remaining monitoring contract and Equipment Line of credit with no penalty or fees to ********************. ******************* 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 LegalCustomer Answer
Date: 03/07/2023
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. I prefer this resolution be done within 1 week.
Sincerely,
*****************************Initial Complaint
Date:02/28/2023
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 Feb. the 24th I called to cancel my services and was asked why I needed to cancel I explained that I just didn't need the services any longer (selling my home.) The rep then went on about transferring and even getting the buyer to take over. I stated again I wanted to cancel. then the rep told me I had to pay a fee to get out the contract which I told him I was not in a contract. I left my last provider and went with them because I did not want to be held to a contract. after putting me on hold for about 30 minutes he comes back and says you are right you signed a waiver but then tells me I have to pay the equipment off first then I could call back and cancel the services. on Feb.27th I called and payed off the equipment, got the confirmation number and called the line to cancel. well this time I was told if you want to cancel you need to send in an email stating you want to cancel and why. After going back and forth on the matter with the rep I did sent the email. 24 hours later on Feb. 28th I called to confirm cancellation and was asked once again why I needed to cancel and was given other options instead of moving forward with the cancellation, I told this rep that I had been going back and forth for days with them and just want to cancel my account, he stated that I needed to pay off the equipment which I stated DONE. he then said well now email us which I stated Done. he puts me on hold comes back and says send the email again we don't have it. I repeated the email I was given and he said yeah that's right. I then stated well how many times do I need to send this email if you guys aren't getting them he say as many times as it takes ! I let him know I was not happy with the customer service and that everything they had ask me to do including paying $1800 for equipment I can not use I did but still cant get the account cancelled. Vivint makes canceling a grueling process, I have never been so disregarded as a consumer. *************************** acct# ****************Business Response
Date: 03/07/2023
3/7/2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19514168
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 11/21/2020
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 cancel Ms. ******* 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 LegalInitial Complaint
Date:02/28/2023
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 with adt paying 65 a month and vivint workers came to my area that .they can get me a good deal between 50 to 60 dollars a month.so I went in with then and now am paying 135 a month. I call to get it cancelled and they said I should pay ****. I need help thanksBusiness Response
Date: 03/07/2023
March 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19514127
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: July 2, 2022
To Whom It May *********************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************, spoke with her spouse and a resolution has been agreed upon. At this time, Vivint agrees to lower her monthly rate and give her 3 free months. ****************** may contact Vivints representative directly with 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:02/28/2023
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.
A sales tech (*******) came to my house (going door to door) last June 2022 and wanted to talk about installing a security system. I explained multiple times to him that I did not have the money to buy one in full at that time. He stated to me that the equipment fee was month to month and that if at anytime, I needed to cancel my service that all I would have to do would be to call the company and they would come and get the equipment and I wouldn't be charged anymore. He had me sign the contact on his iPad he brought with him but what he had me sign IS NOT the company policy. I was not allowed to read through anything on the iPad, he would just go to the pages he wanted me to sign. He also said he would email me the contract and never did. I didn't think to follow up with him about the email because I never had any problems with the service. I contacted the company yesterday (2/27/23) to cancel my service since I have had an increase in my monthly expenses and can no longer afford it and they stated that the contract is for 5 years and I would have to pay off the remaining loan balance of over $2,000 before I could cancel my service and that there was nothing they could do about the salesman lying to me and that "they would report him to his supervisor" for giving out false information.Business Response
Date: 03/07/2023
March 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19512282
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: June 15, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ******************* and appreciate the opportunity to respond.
In her complaint, ************** explains that the sales representative told her she could cancel her account at any time. She further explains that she signed a contract on his iPad that was not the companys policy, and she was not allowed to read through it. ************** desires her equipment removed and cancellation of her contract.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve her concerns.
Vivints records show that ************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. ************** represented that she would pay a monthly services fee of $31.47, a monthly equipment fee of $39.54 that was financed through Citizens Pay, plus applicable taxes during that term. Vivint relied on Ms. ****** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
************** 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:02/28/2023
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.
April 2022 I contacted Vivint to terminate service. I spoke to a female, she stated I could pay $100.00 and my service would be terminated. Instead, I was only given $100.00 credit and service was not terminated. I called back in July and stated I wanted service terminated.November 2022 at ****a, cst, I spoke to ***** and then was transferred to *******. He was to pull previous phone conversations. He stated I WOULD NOT be able to listen to them and he would only be able to obtain a typed version of the conversation. I asked him if he could guarantee the typed version and the actual conversation would be the same, he stated he COULD NOT. Vivint has continued to charge my card each month. I have YET to hear back from ******* regarding the phone conversation.Business Response
Date: 03/06/2023
March 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19512212
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 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 agreed to cancellation of the account effective May 7, 2022 and to provide a refund to Ms. ******** selected refund method. Vivint is currently waiting to hear back from ****************** to be able to proceed with cancellation and the refund to verify where the refund is going. ****************** 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:02/28/2023
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 2/27/2023 I reached out to VIVINT via chat, because as usual you cannot get any help via telephone. I currently own a Vivint system and paid over $3000 plus the monthly monitoring fee. I was interested in purchasing a new outdoor camera for my system since I have just added a new swimming pool and need an addition camera in my backyard. The agent ********************, gave me a total of $374.48 for the camera and installation. I received a confirmation text with that price, accepted the terms and conditions and submitted my order. Moments later ********* indicated that she could no longer offer me that camera for that price, and proceeded to tell me that the cost now was nearly $500. Classic Bait and Switch on what I was told. I took photo of the chat conversation as well.Business Response
Date: 03/07/2023
3/7/2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19510964
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 5/8/2021
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In his complaint, ********************** explains that he was offered an outdoor camera at a price that was later increased.
At this time, Vivint is willing to offer the camera to ********************** at no cost. A representative has contacted him via email to offer this resolution and for his availability.
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:02/28/2023
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 moved from ******** to ******. When we contacted Vivint to tell them, they talked ** in to having their technician uninstall the equipment, at a cost to us, and said they would provide service at our new location. Now they cannot provide service, and will not cancel our contract. We paid off the equipment, which is what they told us we had to do to cancel the contract. They are not providing service but will not cancel the contract.Business Response
Date: 03/07/2023
March 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19510798
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: March 6, 2011
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and spoke with **************** and a resolution has been agreed upon. At this time, the accounts have been canceled and a refund was sent back to their bank. **************** may contact Vivints representative directly with 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:02/27/2023
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.
For the last six months, I have been trying to get my Vivint system installed in my new home. When the system was initially installed, my sister and I were told by the technician that my contract could be canceled at any time if I had to move, free of charge, no penalties. I took the time to explain to him that I was a nurse and might have to move at a moments notice, so I did not want to be locked into a contract, and he said it would be no issue if I needed to get out of my contract, which I later found out was a lie. A few months later the owner of our house decided to sell and we had to be out in 60 days. I explained this issue to Vivint multiple times, relaying that I would be traveling with nursing, and I was told my account could not be cancelled. Each time I would call to make an appointment at my new home after moving, Vivint would not have a tech available on that date or time and I would receive a call back, and then never would. When I was finally able to get someone on the phone to make an appt for installation in my new home, the technician cancelled the appointment. *** been told over and over again that a supervisor will call me and they never do. Ive also been scheduled for appointments that I did not make or confirm! I have been lied to repeatedly. I even spoke with a customer services rep for over two hours last Friday before the call dropped. She reportedly had connection issues, and I heard from her days later with no resolution to my requests. She also refused to escalate the phone call. To add, the system did not work well when we were using it. There were many times when the front door camera would stop working without reason and we would have to reset the system frantically. We didnt realize that our system wasnt monitoring during those times. I have given many hours of my time, trying to reach Vivint with absolutely no resolution or assistance from their team. I have completely been take advantage of by this company.Business Response
Date: 03/06/2023
March 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 9026455
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: February 25, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative from our Executive Resolutions team has reached out to **************** and offered the following: 1) schedule a Smart Home Professional to complete the moves install at the new service location along with 6-months credit for downtime of being without your system and upgrade your panel and doorbell camera at no cost, waived move install/tech fees. Or 2) verify that you have paid the equipment line of credit in full, honor the buyout promise and provide notice of cancellation. Vivint will continue to monitor the account for the resolution that was decided upon. **************** 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 Legal
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