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
- 8,062 total complaints in the last 3 years.
- 2,798 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:01/12/2023
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.
Someone came to our door, a salesman, and sold us a new system that was better than what we had. It got partially installed. By the time everything was installed, I had a huge camera in the den that was supposed to be small. They damaged the property, drilling through beams instead of going around, drilled through the brick and paneling. They drilled through brick walls and ran lines that are plugged into the wall; they were supposed to use my existing doorbell. I have contacted the company 72 times. They promise things that never happen. Nothing is working that installed is working.
Business Response
Date: 01/19/2023
January 19, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18729770
Complainant: *************************
Vivint Account #: *******
Date of Agreement: September 24,2022
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 a full refund of the Citizens line of credit. Vivint has cancelled the monitoring service contract and refunded to ****************** the amount of $261.16 for payments made. ****************** 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:01/12/2023
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 January of 2021, We got a visit from a salesman for vivint. We liked everything he had to say and didn't mind having to pay off the equipment Since he informed us that there are no other long term contracts. Unfortunately we did not catch on the contract that he had lied to us and it was for a term of 5 years.We immediately discovered problems with the service and had a technician come out to resolve it. We were unable to Use the service and stream movies at the same time, leaving us to take the service offline every time we wanted to watch a movie Or play video games. The technician couldn't figure it out, saying it has to be our Internet Provider.An Internet technician said our system is working great so we went ahead and upgraded, spending more money for higher bandwidth. The problem's continued and we called vivint back out.They were still unable to fix the problem so we continued trying to remember turning the system back on after every movie and video game.When we started telling neighbors about this, word got back to vivint so they Called me and said that they will definitely fix the problem.I was excited, of course, but 2 days later I got a phone call saying, "no our equipment is fine it's your Internet provider."That was in September of 2022. I was so frustrated at that point that I told the specialist I'm canceling. I immediately contacted the bank and paid off our equipment so we wouldn't have to worry about that anymore and set up a new system with Blink Home security which we are not having any problems with whatsoever and we have many more cameras than we got through vivint Confirming that it was never my Internet but the vivint service or equipment.Today I got an Alert from vivint showing that Our account is past due.After spending some time on the phone today with a vivid representative, I found out that I have a 5 year service contract that I have to pay off, $719, Before they will cancel ourservice. Of course any request to speak to a supervisor was Refused.People need to know not to sign contracts with this company to spend thousands of dollars for a service they can't use.Business Response
Date: 01/19/2023
January 19, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18727857
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: January 25, 2021
To Whom It May ***************** have reviewed the information provided by Mr. ********************* and appreciate the opportunity to respond.
In his complaint, **************** explains that they were not aware of a 5-year contract and that the salesman lied to them. **************** desires billing adjustment.
For cancellation, Vivint requires *************************************** to verbally authorize or send in a written notice of cancellation. The Mullers may contact ********************************** / ************) directly if they have 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:01/12/2023
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 subscribed to an alarm monitoring program with Vivint more than four years ago. When I was preparing to move to a new house I called to have service transferred to the new location. I was told that the company wanted to charge me $195 to uninstall equipment wired into the walls of the old house and $195 to reinstall the equipment into the new house. If I chose not to pay, I would be required to continue to pay off the balance owed on the equipment, as well 5 months of monitoring fees as part of a 5 year contract, even if I did not keep the equipment. I asked about just paying off the balance owed for the equipment purchase and closing out the monitoring agreement short of the 5 year contract and I was told that I am responsible for paying $224 to buy myself out of the contract and settling the balance owed on the equipment. I have concerns regarding what seems to be an unfair fee to "transfer service," $390 or paying $224 for nothing. The company has been unwilling to offer any alternatives and has been harassing me by phone for the past months to continue to make payments for service I am not receiving. I receive at least three phone calls from the company every single day demanding payment.Business Response
Date: 01/19/2023
January 19, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18727401
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: May 26, 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 cancel her account and waive the 5 month buyout once her Citizens loan is paid and she brings her account current. ******************** 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:01/11/2023
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 husband is active duty military which was our main reason for signing up with Vivint in September of 2020 due to not being charged to move the service when we get stationed elsewhere. I worked in customer service for years and I ALWAYS have terrible experiences when speaking with customer service here. We called in September of 2022 to see what our options are to remove our service for our move December 1st and they told us we can leave our system and get a new system free of charge at the new house for sticking with them. We told them we would let them know what we decide.We called back and told them we will leave it for the new owners but that we needed to defer and pause our account after December 1st and start new service when we buy a new house, since we would be renting temporarily and can not install service in the rental.I called back in November to confirm everything and spoke with a representative that told me we only have the option to remove the system and move it to the new house while deferring our account, or buy a whole new system (and they would pay off our existing system for the new homeowners) which I told them was terrible business. They get a free system Ive paid for and now I get a new debt payment for a new system? Lucky us! I laughed and told him we will keep our system and defer.Well, we have been getting charged for monitoring since we moved and I call today thinking its a simple phone call to request a refund for these 2 months (which we will pay over the duration of our contract anyways) and Im told that they have to INVESTIGATE my previous phone calls to see if what Im saying is accurate and if I can get a refund. Terrible business practices. You just lost a customer - ** having a lawyer (thank you free military legal) review this contract and get us out of this situation. I explained we are paying these two months in our contract regardless, why argue with me about not wanting to pay until its hooked up???Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18726017
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 8, 2020
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she called in to find out her options for moving her service in December 2022. She states she was informed she could leave her system and a new system would be installed in the new home at no cost. ********************* called back to let Vivint know she was leaving her system and request to defer her payments due to the new home not being ready. She states this time she was informed she would need to move the system and defer the account or buy a whole new system, then Vivint would pay off the original equipment loan. ********************** desires to be refunded for the two month she thought her account was deferred.
A Vivint representative has attempted to reach out to ********************** regarding this matter via email. After reviewing the account, Vivint agrees to provide a refund in the amount of $64.28 for the months of December 2022 and January 2023.
Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on September 8, 2020. ********************** contacted Vivint on September 28, 2022, for options since she would be moving. She was provided several options. November 1, 2022, ********************** called to have a deferment applied, inquired again about moving options. ********************** called due to payments still being made on her monitoring service, she thought there was a deferment on her account.
To resolve this matter, Vivint agrees to apply of credit in the amount of $64.28 for the months of December 2022 and January 2023. ********************** may contact Vivints representative with any questions or 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:01/11/2023
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 signed up mainly to update security equipment. I understood that vivint was month to month which I was okay with given I was in the process of buying and selling homes. The plan was to sell the system with the home which I did. I paid off the equipment within a month in entire amount. Called in September to disconnect services. The guy took off my payment information on the account because he understood after asking me to transfer the system and letting the new owners take over under my name was declined. He checked and saw that the equipment was paid off. No one ever at this point mentioned a contract. Why? Because it didnt exist. I called back in October to cancel services, went through this whole ordeal verifying that the equipment was paid off. Sent a letter for disconnection and all. Then again. No one mentioned a contract, why because it didnt exist. I waited months and called back in December to verify the cancellation of the account. That person attempted the same to try and keep me. I made it clear where I reside it wasnt necessary because the property had a system. She put in for cancellation. Guess what?! No one mentioned a contract until a few weeks ago I finally get an email notifying the decline of disconnecting my service. I had to reply to the email to find out all of a sudden I supposedly was under contract which is false. Like the previous complaint. This company is shady and manipulating people. I filed another complaint and that person was supposed to resolve the issue but again focused on scamming me out of money talking about an imaginary contract that never existed. This company need to be shutdown. Please do not use them!!Business Response
Date: 01/19/2023
January 19, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18725806
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 8, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she paid off her equipment and called to cancel her services. She further explains that she was not told about a contract for services and is now being told her cancellation was incomplete due to a contract.
To assist, Vivint agrees to cancel Ms. ******* Agreement and waive her past due balance of $141.14.
Vivints records show that **************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $29.99, and total equipment fee of $1,028.36 that was financed through Fortiva, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 47 months on her contract. **************** has no further obligations to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/19/2023
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. Though, I will forever question their validity of a contract that was signed by me in agreement for a 60 day term when I knew I was in the process of building another home and moving. Again both times during my cancellation requests no one mentioned a contract even after verifying the equipment was paid off. I suggest that Vivant have better practices when it comes to how the manage contracts, customers, their agents, and cancellation procedures. I appreciate the resolution.
Sincerely,
*************************Initial Complaint
Date:01/11/2023
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 trying to cancel home security service with Vivint for over 2 months. The refuse to cancel my service and keep calling me for payment. I have had service with vivint for over 5 yrs and never renewed any contract. I have been told several times that the matter would be taken care of but as of this date it has not.Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18725739
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: June 6, 2014
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 remaining monitoring contract and its associated fees with no penalties. ************** may contact Vivints representative directly 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:01/11/2023
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.
This company offers horrible services and horrible customer services. They lie when engaging you in services.They damage my home when Installing equipment and once I paid off equipment I was no longer able access the app.Horrible!Im seeking that they pay for damages or retrieve equipment with refund provided.Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18724530
Complainant: ********************
Vivint Account #: *******
Date of Agreement: December 26, 2020
To Whom It May ***************** have reviewed the information provided by Ms. ******************** and appreciate the opportunity to respond.
In her complaint, **************** explains that her home was damaged by a technician who installed her system. She further explains that she paid off her equipment and is no longer able to access the app. **************** desires repair to damages or refund of the equipment.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns. Vivint is willing to repair the damages done to ****************** home and has a pending home damage case to assist her with repairs. **************** 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:01/11/2023
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 had service with vivint Home Security , I cancelled it back in November 8th 2022. I paid $165.88. I was checking my bank account and found they had charged me on Jan 10th 2023 $ *****. I called to find out why i was charged for a service i no longer have, I was told iam sorry the person who took your cancelation did not complete the paperwork. I informed them this was a great concern to me as they are a Home Security company, also informed them i was contacting the BBB .Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18724148
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 3/10/2020
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 cancelled Mr. ******** account and refunded him $87.76. ****************** 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:01/11/2023
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 moved from my residence in ************ ** in August 2020. I had previously signed a contract with Vivint in 2018 for home security services. At that time I was told by the sales agent *********************** that I could cancel services, but I would have to pay off the equipment. That was my major concern as I was retiring from the Navy and did not plan on staying in that residence long term. I called and cancelled my service upon my move in August 2020. I was told I still had a contract for equipment which I am current and paying towards. I was still being charged a monthly rate of $49.99 for a service I was not getting nor needed. I had called Vivint again after we moved to inquire about why I am still being autodrafted for the service fee. They told me I was under contract. I asked for the contract and I did receive it. It was once again for the equipment in terms of ***************************************************************************************************************************** explaining what was owed and outstanding balance owed for the equipment. I have not received any bill since my request. For equipment I was told to contact ************* when I call the bank they tell me to contact Vivint since I did not have the account number and was not authorized. My autodraft from the back list Vivint and not ************* Today I received an email from a collections agency for a bill I have yet to received despite several request. When I spoke with Vivent today (January 12, 2023) they said it was sent via email which they could not forward to me during the call nor provide reference number to. I did get another account number with ************ and will call them as well for payoff. My desired resolution: I do not want to pay for services that was not provided since August 2020 as I made it clear to the sales rep that I was retiring from the Navy and looking to move. I request that this removed from any credit report. *********************************Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18722854
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: June 9, 2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that when he signed up with Vivint that he was told he could cancel the agreement with Vivint but he would have to pay off the equipment. He states that he moved in August of 2020 and notified Vivint. He states that he has still been charged $49.99 for a service he does not have nor need. ************** states that Vivint explained he is still being charged due to still being in contract. ************** desires correction to a credit report.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has removed the account from collections and waived any associated fees. The account will remain closed.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) June 9, 2018. Records show that August 25, 2021 ************** reported that he moved and his new home already had a system in it, he requested cancellation. ************** was informed of the 50% buyout of the monitoring contract and that he must pay off the equipment loan. Records show that May 10, 2022 ************** again called in requesting cancellation and was again informed of the cancellation process. Records indicate December 27, 2022 the account was written off for non-payment of $298.69 and sent to collections.
With the information listed. Vivint has removed the account from collections and waived the associated fee and the account will remain closed. Mr. ***************** contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/11/2023
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 September of 2022, I sold my current home and Vivint smart home system to the new owner at ********************************************************************. I called shortly after the sell, paid off my remaining balance on the equipment, and cancelled my account. I was told that once the new owner set up his account I would no longer be charged. In October, I received a charge and I called again, and spoke with a representative and was told that I would not be charged again, the account would be cancelled, and they apologized for the inconvenience. In November, I was charged again, and I called again, and spoke with a representative and was told that I would not be charged again, the account would be cancelled, and that I would be sent a refund for the amount that I have been charged in the mail. I was charged again for December and missed it due to a death in the family, and was charged again in January. I no longer use or have this service as I cancelled it on September 22, 2022. I have since been charged a total of $128.56. I have been told twice on two separate occasions that I would not be charged and yet I am still being charged and no restitution has been made to date.Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18720762
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: August 8, 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 his service without penalty and provide a refund for any overpayment. ************* 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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