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
- 8,049 total complaints in the last 3 years.
- 2,792 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:02/02/2023
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.
The biggest mistake I ever made was engaging in services with Vivint Smart Home. From the get go, it has been a nightmare, and I am planning on telling everyone who will listen. The technician who came to my house to install the system caused an electrical issue when installing, that could have burned down my house. I had to pay $500 for an electrician to fix this so we wouldn't perish in a fire. I purchased a door lock, several cameras, smoke/CO detectors, a doorbell camera, several glass breaks, and a water sensor. 50% of the equipment has either failed or malfunctioned in 7 months of owning it. Considering it is the highest priced equipment out there, it is shocking. I have spent hours of my time on the phone dealing with these multiple failures. Then came the icing on the cake, we have to move homes which my sales rep (who is now unreachable and out of the country after telling me he'd be available any time for any questions) told me the first move was free. It's not- that is a lie. They want to charge me $300 for the equipment to be taken down and put back up- can't say I am surprised by this based on my experience so far. When I asked if I could take it down, they quickly informed me this voids the warranty on the equipment. So now I owe thousands on faulty equipment and am stuck with a group of customer service people who give zero s**** about the customers. I have never missed a financed payment in my life, and I am literally considering throwing everything in the trash and cancelling my credit card to be done with this nightmare!!!! Vivint are a bunch of scam artists.
Business Response
Date: 02/08/2023
February 8, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18971264
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: June 4, 2022
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he had to pay $500 for an electrician to fix an issue caused by a Vivint technician. He further explains that the sales representative told him that he could move his equipment for free, but he is now being told to pay $300.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve his concerns. Vivints record indicates that on January 19, 2023, a credit in the amount of $472.32 was issued to **************** for his electrical repairs. In addition, Vivint agrees to waived Mr. ******* move fee. **************** 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:02/01/2023
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.
DO NOT GET THIS SERVICE. This system is not one you can trust with the safety of your belongings or loved ones. My experience has been horrible. I spent $4,000 to secure a 3 bedroom townhome. Ive only had the service for less than 2 months, yet theres been two occasions when Ive come home while the alarm was set and opening my door did NOT trigger the alarm. Another time, the alarm went off when I wasnt home and no doors or windows were opened. This system has proven to not secure my home. Also, a third door sensor went offline LESS THAN 24 HOURS after the installation. This is my second home so for weeks my home was not secure because they cannot trouble shut faulty equipment if no one is at the property. Once fixed when I returned, it happened again as soon as I left townleaving my house unsecured for another two weeks. To make matters worse, the guy who installed the equipment messed up a sensor to my garage door which required me to pay a third party company to fix it! Vivint refused to reimburse me. And the cherry on top is that I financed the equipment and despite the clear examples that Ive been RIPPED OFF, they tell me that Id have to pay off the equipment ($4,000) in order to cancel the service. In a **** poor attempt to make things right, they told me they would send a tech out first thing in the morning because I was leaving town that afternoon and I stressed that these ************* to be fixed before I left..and no one showed up or even called. To say Ive been scammed is an understatement. A COMPLETE SCAM! Learn from my mistake. DONT LET THIS HAPPEN TO YOU AND YOUR FAMILY! Security systems are supposed to secure a property when youre away and give you peace of mind when youre at home. This system is not one you can trust with the safety of your belongings or loved ones. BEWARE!Business Response
Date: 02/07/2023
February 7, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18968996
Complainant: *********************
Vivint Account #: *******
Date of Agreement: December 20, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that is dissatisfied with the equipment and service provided by Vivint. ************** desires to have the monitoring service contract cancelled and equipment removed from the home.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, Vivint is offering to 1) schedule a Smart Home Professional to complete a full system check and replace any equipment deemed necessary at no cost, or 2) provide full cancellation of your monitoring service contract, schedule a Smart Home Professional to remove all equipment, fully refund the equipment line of credit with Citizens,and refund all payment made to Vivint.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on December 20, 2022. ************** contacted Vivint in the next couple of days due to equipment issues she was having, a Smart Home Professional was scheduled to resolve the issues. January 12, 2023, ************** called Vivint due to still having equipment issues. January 31, 2023, ************** called Vivint wanting to cancel since she began having equipment issue within the first 24-hours of install.
To resolve this matter, Vivint has provided the offers mentioned above. ************** may contact Vivints representative with any questions and concerns she may have.
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:02/01/2023
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.
I have been a customer for over 10 years with this company, faithfully. I called them on January 10 23 and also again February 1 2023 ask them to please cancel my service I no longer need it. Its a very old system and I do not want it updated and it does not work properly. I dont understand why they just wont cancel it, I stopped my draft at ***** Fargo. All I want is for them to please honor and cancel my service. I am no longer in contract with them have not been for years. Like I said, its a very old old system doesnt even work now they sent me a email trying to collect my payment again And they told me today that my deceased husband had to sign, how could that be? My husband has been passed away for a while and Ive been paying the bill and we were both on the account *** and ******. Please cancel my account and I owe you zero. This system was in my house in **********. all I want them to do is please cancel my service, and I owe them zero, thank you for looking at this. They last drafted my account on December 2022 for ***** so I was current with them. Thats why I canceled before they were going to draft again in Jan , 2023.Business Response
Date: 02/06/2023
February 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18968502
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 31, 2013
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 the monitoring service contract upon receipt of the contract signers death certificate. ****************** 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:02/01/2023
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 emailed account closure documentation back in July of 2022. Vivint has continued to charge me a monthly amount of $55.72 despite admitting to receiving documentation and claiming to close the account. I have called several times where they act like the representative before did not close and process the refund. They have overcharged me $334.32 to date that they claimed would be refunded each time in 5-7 business days, but still has not been credited to my credit card. The active case number with Vivint is ********* and the most recent employee that I spoke with is ************ with a batch ID of *******. This account closure comes after I was harassed via text message in 2022 by a Vivint technician that had come to my house to unhook my equipment for a transfer of service to a new residence.Business Response
Date: 02/08/2023
February 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18965948
Complainant: Braina & *************************
Vivint Account #: *******
Date of Agreement: August 19, 2014
To Whom It May ***************** have reviewed the information provided by Braina & ************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contact ****************** via phone to resolve her concerns. ****************** 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 LegalCustomer Answer
Date: 02/13/2023
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,
****** And *************************Initial Complaint
Date:02/01/2023
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.
September 14th 2022
The salesperson was Stephen P***, who promised that my solar panels are 110 % for my energy use and my monthly bill to pay off the solar system will be 106 $ with no extra electricity bill. If there is a bill it should be very minimal like 1 - 5 $ if it is higher then they will work with me and adjust the system or find a different solution. He also promised to find the right solar energy buyback program for me. Well after I got the panels installed. Well after the panels have been installed Stephen P*** ghosted me completely and the customer service team at Vivint never follows up on my phone calls or requests. Nothing is been done and Vivint has many excuses and promises to help me but nothing is done yet. They are not helping me and Fastrak is not helping either. I have no help or assistance and my electric bill in January was 36$ extra on top of the solar panel bill. I keep calling Vivint and Stephen P*** but get no answers. I called Fastrak and they do not help either. So I am stuck without help or assistance. I would like for them to follow through with their promises and either adjust my solar panels so I do not have an extra bill or I would like to cancel my contract and give them the panels back.Business Response
Date: 02/09/2023
February 8, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** **********
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided by ****** ********** 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 work with Ms. ********** towards a resolution regarding her solar account. 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 LegalBusiness Response
Date: 02/20/2023
February 20, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** **********
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the additional information provided by ****** ********** and appreciate the opportunity to respond.
Vivint stands by our resolution to work with Ms. ********** towards a resolution regarding her solar account. Vivint has offered some temporary compensation while we work with her towards a resolution, but her contract is with the solar company, and she will need to work with them for a permanent resolution. 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: 02/22/2023
Complaint: ********
I am rejecting this response because: I called Vivint Solar Helpline often and finally got to speak with Caleb. He offered me to pay for the electricity bills I get from January until April while on the Solar Buyback program enrolled with Rhythm Energy. He cannot help me with the overall problem that is that their sales man Stephen Pena got me a wrong solar system overpriced and not able to get me the energy I need. The sales man got fired due to dishonest practices and Caleb does not know how to help me. Basically no one feels responsible at Vivint. Now the latest response from Vivint states that I need to contact the installer. Why....??? The installer did nothing wrong. It is the sales person who messed up. Now I have a system for 35k and it does not provide sufficient solar production. The same sales person sold my friend a much better system with 26k. It is all about commission.
Sincerely,
****** **********Initial Complaint
Date:02/01/2023
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.
Good morning. I've been billed more than my agreed upon rate since August. Every month I've been calling to fix the bill. I've been given credits and refunds but the problem continues. I want my bill to be the price I was told without me calling for a refund every month.Last year, I spoke to a Vivint representative over their BBB complaints and I was reassured everything would be corrected. It was fix only from February to August.I most recently spoke to, Executive Resolutions Specialist, *********************** who in short stated, if I did not provide proof of the lower price quoted by their employee, than I have to pay the higher price.This is not acceptable. I've spoken to too many Vivint employees that have promised me this would be corrected. The price needs to be honored.Business Response
Date: 02/08/2023
February 8, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18963213
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: June 27, 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 lower his montly fee to $14.99. ************** 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:01/31/2023
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.
In June of 2022 I attempted to cancel my service with Vivint because we had sold our house and we were moving to a new state. They said I should have the new owner take over the service if they wanted, and to have the new owner call them to get set up so they could use the system. It took the new owner a few months to get set up. My account was put on a 2-3 month hold from billing wile this was set up, but then started getting billed again. When I called they said it was a mistake and they would fix some billing errors that had taken place and credit my account. Then they continued to bill, so I called back again. At that time they informed me that there was still a balance on my equipment loan and that to cancel my service I needed to give them my credit card number to pay off the balance. I wasn't going to pay them money so they could turn around and credit me later. They said they would fix it and stop billing me. They fixed nothing and continued to bill me. When I called back they told me to was my fault for not filling out their form and the new homeowners had not taken over the account but rather set up a new account with my equipment at my old address. I asked them how this was any different then taking over my old account and they couldn't give me a good explanation. After being transferred around a few times they said if I filled out the form they could start the official cancelation and then work out the billing issues. I asked them to call me back when it was taken care of. This was December 5th of 2022. They never called and continued to bill me. Today Jan 31st they are still billing me and couldn't even send me a statement explaining what I owe. They have stolen $450 from my account and want me to pay that much to get it back. I placed a stop payment with the bank and emailed them to contact me.Business Response
Date: 02/07/2023
February 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18962448
Complainant: ******* ****
Vivint Account #: *******
Date of Agreement: May 16, 2011
Date of Addendum: May 28, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************ explains that he attempted to cancel his services in June 2022 as they sold their home. He further explains that they hew homeowners wanted to take over the account and this was being set up, however he was billed. He further explains that he is now being told there is an equipment balance to cancel his account. ************ desires a refund.
A legal representative from Vivint has attempted to contact ************ via email and phone to resolve his concerns. Vivint agrees to cancel Mr. ***** account and issue a refund of all payment taken after June 11, 2022, via check to the address provided on this complaint. Mr. **** may contact Vivints representative 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:01/31/2023
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.
Dealing with this company has been a nightmare from the pushy guy showing up at our door. Bragged about them offering a huge deal free equipment and made it seem like we were paying for service but looked at the breakdown and 1/2 of it was service and other was equipment and pretty much just had my husband sign a 5 year contract. So if you take the monthly $65 multiply by 5 years its $4k. Not a deal. Install was that night which was great and he said he was missing something and to call customer service on Monday I called and they said we had to pay for it and I argued it was part of our order not our fault tech didnt have it. Tech gave us all of 5 min training. Was suppose to open garage but he didnt show us what to do. We messaged our rep no call back. He finally answered when he saw we were mad and cancelling. We got hit with a $212 and $65 charge. Spend 2 hrs total on the phone to try and cancel and got a lot of high pressure sales pitch. Was told extra $ was installation which wasnt told upfront. We are on a strict budget and this company is all about money. Requested our money back and they said could take 30 days for cancellation. We requested cancellation within the 3 business day cancellation window. These people are like the timeshare high pressure pitchesBusiness Response
Date: 02/06/2023
February 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18961916
Complainant: ********************* *****
Vivint Account #: *******
Date of Agreement: January 27, 2023
To Whom It May ***************** have reviewed the information provided by Ms. ** Amand and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ** Amand and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the monitoring service contract and has schedule a Smart Home Professional to remove all equipment installed. Ms. ** Amand 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:01/31/2023
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.
Vivint Smart Home charged me for months after I canceled my service only due to purchasing another residence. I emailed the cancelation as requested they then confirmed they received my second cancelation and proceeded to charge my account for an additional 3 months. I called abs spoke with many representatives and ai still have not received my check of $330.00Business Response
Date: 02/08/2023
February 8, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18962100
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: August 1, 2015
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 processed a refund of $331.91, ************** can expect the refund in 15 business days. ************** 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:01/31/2023
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 paid the equipment off and moved- sold the home. I called 19 times. They don't answer they dont call back they hang up in your face not helpful not professional horrible stop taking my money for no reasonBusiness Response
Date: 02/08/2023
February 8, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18960143
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: February 16, 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 provided cancellation of the account backdated to May 9, 2022 and a refund from that date forward. ******************** 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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