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.
- 2,803 complaints closed in the last 12 months.
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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:12/30/2022
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 began a contract with this company and was gainfully employed. However, after 2.5 years, I have never needed to use this service and find the alerts annoying. I tried to cancel the service and they informed me, I was tied to a contract, forcing me to pay for equipment, which is sub-par at best and also a monitoring service, which is laughable. Don't use this service it SUCKS!!! I had to wait on the phone for almost a half an hour for someone to tell me, sorry, you have to keep paying for both services because you signed a contract. DON'T DO IT, THEY AND THEIR CUSTOMER SERVICE, SUCK!
Business Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18664582
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 29, 2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she no longer uses the services and has attempted to cancel. She states that Vivint informed her that she is still in a contract. **************** desires cancellation of the agreement and to return the equipment.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract along with its associated fees. **************** will remain responsible for the Equipment line of credit and its associated fees. *************** must provide confirmation that the Equipment Line of Credit has been paid off in order to proceed with cancellation.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on July 29, 2020. Records show that this agreement is for a term length of sixty (60) months. Records also show that December 30, 2022 **************** contacted Vivint with questions about her remaining contract and cancellation options, in which she was informed of the buyout for both the Equipment Line of Credit and the Vivint monitoring contract.
With the listed information, Vivint offers cancellation of the remaining monitoring contract and its associated fees, upon receipt of the Equipment Line of Credit being paid off. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/30/2022
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.
Purchased into Vivint and bought our own equipment. Verified that as renters we could move the equipment ourselves as we purchased the equipment in full. Paid for the monthly service. 10/25/2021 moved to a new address and installed said equipment. Upon contacting Vivint we were told they had to send a tech to instal and charge $150 in order to change the 911 address for service. That was not needed as we installed ourselves. Cancelled service. 12/05/22 received collection for $187.55. Its been well over a year since we cancelled service. This is inaccurate and fraudulent.Business Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18664387
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 23, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she moved and installed her equipment herself as Vivint was trying to charge her $150 to change services. She further explains that she cancelled her services on December 5, 2022 and received a collection bill of $187.55. ************** desires correction to the credit report.
At this time, Vivint agrees to cancel ************** Agreement and remove her account from collections.
Vivints records show that ************** signed a Purchase and Services Agreement with an initial term of one (1) month. This shows a monthly services fee of $44.99, plus applicable taxes. Vivints records further show that a notice of cancellation was not received, and ************** stopped making her monthly payment after October 10, 2021. As such, the account was cancelled for non-payment on March 30, 2022, and was transferred to an outside collections agency.
However, Vivint will accept this complaint as ************** notice of cancellation.
Despite the validity of this debt, Vivint agrees to the above resolution. ************** has no further obligation to Vivint and will not be contacted further by collections.
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:12/30/2022
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.
The equipment I was using has been paid off .It is my understanding that if the equipment is paid off that I wouldn't be obligated to their monitoring service. Pay off date was 10/7/22.... Confirmation # *************.I called Vivint that I had paid off my equipment and to close my account. They informed me that I owed $465.54 before they could close the account. I paid it but feel I should not have to pay for a service that I no longer receive.Business Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18664242
Complainant: *************************
Vivint Account #: *******
Date of Agreement:2/25/2014
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she recently made a payment to close her account. ****************** requests a refund of this payment.
Vivint has agreed to refund ****************** the payment of $465.54 which will be received within **** business days.
Vivints records indicate that ****************** signed a 60-month contract in September 2019. As such, in order to cancel her account, she was required to pay off the remaining months of her contract.
Despite the information mentioned, Vivint agrees to the resolution above.
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: 01/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Thank you for your timely response to my complaint. It is very much appreciated.
Sincerely,
*************************Initial Complaint
Date:12/30/2022
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 have been trying for over 3 hours to cancel our service with this company. We have been told that we have 36 months on a contract that we never signed and they are unable to locate. Have been transferred numerous times and still can't get the company to cancel our service.Business Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18664280
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 4/28/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she would like to cancel her account.
At this time, Vivint is willing to cancel ****************** account.
Vivints records indicate that prior to the installation of any equipment, **************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that **************** completed the required Pre-Installation Survey on April 28, 2018.
During the recorded Pre-Installation Survey, **************** represented that she understood and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $47.14,plus any applicable taxes, during that term. Further, **************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on ****************** representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Despite the information mentioned, **************** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/30/2022
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.
Moved into a house that had an existing home alarm that was not active but a button was hit that set off the screaching alarm. I did not have the old homeowners code so I had to call VIVINT to turn it off. They refused to turn it off unless I signed up for a trial period and got my own code. I did that with the knowledge of getting my $150 back if I canceled. I have called twice a month since August and they still have not refunded the amount. I would just like the money refunded and do not appreciate the six month run around.Business Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18664203
Complainant: ***********************************
Vivint Account #:*******
Date of Agreement: August 11, 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 send a refund of $148.99. ********************** 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: 01/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
Date:12/30/2022
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.
The system has not worked well from the outset. After agreeing for the instalation to be done, the technician explained the distance of some cameras from the portal makes relays necessary. Door sensors failed, and even after more than one reinstallation kept in failing. Messages of doors being open received, proven to be erroneous with physical confirmation. I was informed that I cannot cancel the survailance contract until the equipment is fully paid for. After paying my equipment in full, I was told I had to pay another $600 early termination fee, and that after it was reduced to by 50 percent. Some credits were passed, I believe; however, I have not received the service for which I paid forBusiness Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18663883
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: October 2, 2019
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve his concerns. ****************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/07/2023
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.
Sincerely,
*****************************Initial Complaint
Date:12/30/2022
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 my services for almost 2 weeks as I have relocated out of state. I no longer need services as my new residence has a security system in place. I spoke to two people who sound like theyre from foreign call centers and neither was a help, only tried to upsell me to keep services. I was told I cant cancel until confirmation that my equipment is paid off, but I had a BK that discharged a year ago and that debt was included, hence me not receiving any bills about the equipment. I tried several times to give the case # but I kept getting the runaround, whilst still being charged for services I do not use. I want my account canceled immediately with a zero balance due for services.Business Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18663421
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 19, 2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states she has been trying to cancel her account for almost (2) weeks due to the fact she no longer resides at the service location. **************** was informed she would not be able to cancel until Vivint received confirmation that her equipment was paid in full. **************** states she did a bankruptcy a year ago, and no longer receiving bills for the equipment; **************** states she is still being charged for her Vivint monitoring service. **************** desires to have her Vivint monitoring service cancelled immediately, her billing account to be adjusted to a zero balance and to be contacted by Vivint.
A Vivint representative spoke to **************** on January 5, 2023 regarding needed documentation related to her bankruptcy. **************** was provided an email address in which to send the requested information. Once Vivint receives documentation that Fortiva was included in the bankruptcy, Vivint will provide forgiveness of the Vivint monitoring contract.
Vivints records indicate that **************** signed a Purchase and Service Agreement ("Agreement") on June 19, 2020. **************** contacted Vivint on December 19, 2022 to cancel her contract since she no longer resides at the service location. Vivint informed her, she would need to payoff her line of credit ("LOC") with Fortiva prior to cancellation. **************** stated she would need to call back as she had other issues she needed to figure out. **************** contacted Vivint on December 20, 2022 inquiring about a buyout amount. She was advised the remaining term was 29 months totaling $1,802.06. **************** was offered a 50% buyout of $901.03.
Vivint will be provided forgiveness of the remaining contract and its associated fees once documentation is received that Fortiva was included in the bankruptcy filing.
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: 01/06/2023
Complaint: 18663421
I am rejecting this response because:I was never offered a remaining balance nor was I offered any sort of buyout. I was contacted by legal and sent an email as discussed. After conferring with my attorney, I was advised to provide my case number and to route Vivints legal department to my attorney for any further information requests pertaining to my bankruptcy. I did not feel comfortable redacting my personal information from an 85 page document. Any other debtors have only requested the case number as well, this is the first time Ive been asked to provide my file. Please advise.
Sincerely,
*****************************Initial Complaint
Date:12/30/2022
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 been a Vivint customer for at least 8 years. I had no problems with them and was happy to have the service. I upgraded my equipment around November 2022, which I am not sure I was aware of how long it would lock me in. However I had just signed a new lease in September and fully expected to be in my home so I was fine with keeping the service. I found out about 4 months later the home I was living in was going to be sold and I would have to move. I alerted Vivint about my pending move before I moved. I originally was going to cancel my service and do something different until I was told that I was locked in due to the equipment I was paying for and they told me how much it would cost to break the contract. Fast forward I made plans to move the service and made an appointment to have the service moved. Long story short more than a few appointments were made only nobody ever showed up or even called. I took time off from work several times and had to call each and every time to see why nobody called. The first appointment was to uninstall the equipment out of the old home and to move it. The appointment was for the same day only nobody showed up to remove the equipment. I complained to management and made a second appointment to have it moved again. I needed to get everything out of the old house by the end of July even though I had relocated everything to the new home on the 1st of July. Once the second appointment was set, the same thing happened. I waited all evening for the service to take place and nobody showed or called. I ended up having to get someone to take the equipment down for me so I could take it to the new home myself. I was so frustrated at the failed moving attempts that I put the account on hold. I had already told them I wanted to cancel this account altogether and just continue to pay for the equipment through Citizens unless they would like that back. I no longer want the service, I had never been treated so badly by them.Business Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of **** *************************************************************** 84129
RE: Consumer Complaint Case #: 18662407
Complainant: *********************
Vivint Account #: *******
Date of Agreement: November 20, 2021
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, **************** states that she upgraded her system in November of 2021 then found out later that the home was being sold and she had to move. She set up a move and scheduled the move pull and install but the technician did not call and never arrived to any appointments. After having the system removed on her own she had the account deferred for 6 months.
**************** wishes to either cancel the contract and pay off the equipment on her own or give back the equipment and cancel the contract and loan
Vivint offers to honor the free move installation of her system or allow her to cancel the contract and waive the remaining 52 months of service provided the equipment loan has been paid off.
Vivints records indicate that on July 23, 2022 customer asked to have payments deferred for 6 months while she attempts to have her services moved to new home. The records further indicate that *************** did not attempt to reschedule the installation of the equipment after the payments were deferred.
Ms ******************* contact Vivints representative directly to proceed with either completing the installation, canceling her service or 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:12/29/2022
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 offered a 24 hour recorder for security cameras in July and was told it would be $5 monthly. September 7 or 8th I contacted Vivint to send unit back and was told I was over 30 days could not return and informed of bill. After speaking with rep I was offered $15 credit for 4 months, they were going to credit off charges so I wouldn't owe and sent someone to connect recorder. As of today my service is disconnected, no credits given and the company is giving me the runaround and lies from the representative, unable to speak with a supervisor. 35 years I've been in customer service, this is the worst! Oh so much more to this storyBusiness Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18659017
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: May 21, 2022
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************************ to resolve her concerns.
************************ 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:12/29/2022
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 cancelled MY account A********* on 10/27/2020. I paid my balance off on the equipment and the contract balance on my CC on that date as well. I did recieve the cancellation confirmation from Vivant. ****** continued to charge me on the credit Card for the next 2 years. As of Aug 2022 Vivant has acknowledged they owe me $1132.34 refund and assigned Case # CH-****-*****. After numerous monthly calls they keep saying this refund is being processed but, this has been over 4 months and I have yet to receive the Check. I call on the 12th of each month to follow up and each month they say they will expedite yet, I never receive the check.Business Response
Date: 01/05/2023
January 5,2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18656330
Complainant: ***************
Vivint Account #: *******
Date of Agreement: April 21, 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 agrees to a full refund in the amount of $1,132.34 which will be sent by check via ************* *************** ************ 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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