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
- 8,063 total complaints in the last 3 years.
- 2,797 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:12/16/2022
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.
My name is ********************************* , my camera went out, I talk to many peoples at Vivint trying to fix my camera But couldnt. Then on 10/25/22 I was connected to ********************* ******. ***** told me that my camera and my box wasnt any good good, she also convinced me to get a smoke detector. I told her I was a senior on a fix income, she told me I could get finance. She told me I was financed. And I would pay 17 ( I cant remember the change) she gave me an appointment for 11/02/23. *************************-#******, He constantly ask me for my old equipment, I told him ***** said it wasnt any good he laughed, he kept asking for it so I call my daughter she told me not to give it to him. I gave ******* my equipment. He gave me the paperwork to sign I ask him why did it say ***** that ***** told me it was going to be 17 dollars, he told me to go by what ***** said, he took my equipment and left, vivid call me later and said I needed to talk to citizens, I talk to them. No one call me and said I wasnt financed. On 12/02/22 vivid took ******** out of my checking account. I talk to *************************** he was so rude ***************** told me I didnt have a contract, I ask him why did they come and put my equipment in without a contract I told him to just come get the equipment ***************** told me he couldnt he said he would give me a payment plan. I told him I couldnt afford it this month because my mortgage was due. He was so disrespectful? Then I agree, with another agent. They promised to refund me 827$ . Never received it then someone told me it was in the mail Never received anything thank you
Business Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18558823
Complainant: *******************************;
Vivint Account #: *******
Date of Agreement: November 4, 2016
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to apply a $60 credit for five (5) months to lower the monthly payments to $191.18. ****************** 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:12/15/2022
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.
On April 15, 2022, I signed a service agreement with Vivint with their sales representative *********************** to have solar panels installed on my home financed through GoodLeap. At that time, Vivint was running a promotion which advised I would be given $1500 as an incentive for signing up for the service and that money would pay the bill for the solar panels for one year. The solar panels were installed in August of 2022. I contacted ************** September 19, 2022, November 8, 2022, and on November 15, 2022 regarding the incentive payout with no response. I have spoken with customer service and two different representatives advised they were able to communicate with ************** via email and he confirmed that I am to receive the payment, and that he would render the payment when he returned from out of town. I have had no communication with ************** and my attempts to contact him have been unsuccessful.Business Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ******Consumer Complaint Case #: 18595614
******Complainant: *********************
Vivint Account #: N/A
Date of ******************** ****** ****** ****** ******
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In her complaint, ************** explains that on April 15, 2022, she signed a solar panel agreement and was advise she would be given a $1,500.00 incentive. ************** further explains that she has not yet received this incentive.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve her concerns.******
Vivints records shows that on December 19, 2022, **************** incentive has been sent in form of a gift card via mail. ************** would receive this gift card within 5 business days. ************** 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:12/15/2022
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.
Called Vivint Security to cancel my account. After ************************************************************************************ I had to submit a notice of cancellation to them with a valid reason.First, my contract expired July of 2022 and I have been month to month with them so cancelling service should not be so cumbersome. Additionally they said my service would not be for 30 days after receiving notice and that if I billing period fell into that 30 days then I would have to pay for that service. This is ridiculous, cumbersome and an effort to extort additional monies. No other company operates in this manner, if you call to cancel then it is completed in 1-2 days without additional service. Additionally they kept sending me messages to my phone for discounts to continue my service. This is what is wrong with American business. Cancel service means cancel service, not harassment and badgering to continue service.Can I report them to the *** or whatever reporting body monitors this service industry?Thank you, *********************Business Response
Date: 12/21/2022
Tell us why here...December 21, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18579139
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 7/17/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he is dissatisfied with Vivints cancellation policy and requests a refund.
Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement)on July 17, 2017 which states that service will continue month to month after the initial term of TERM months, unless cancelled in writing no less than 30 days before the next renewal term (Section 2.1). A written notice of cancellation was provided by **************** on December 15, 2022, and his account was invoiced for the last month of service on December 19, 2022.
Despite this information, Vivint has refunded **************** $56.47. Additionally, Mr. ******* account has been cancelled. **************** 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:12/14/2022
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.
On November 16 2022 I called vivint to pay money towards balance owed to cancel my contract, I paid $250. Today December 14, 2022 I see a charge of $90.07 from vivint on my checking, I called vivint to ask why and the representative says that it was my monthly fee I explain to him of the call I made on Nov 16th and money paid towards balance to CANCEL contract, he says that my account said reinstating. I encourage him to listen to the call, there was never talk of reinstating. I asked representative to note everything I said and my intentions of no longer having an active service/ contract with them, that I never authorized vivint to deduct $90.07 from my account. Representative said he would be emailing people of a different department to let them know of cancellation and that phone call made on Nov 16th would be pulled, he said I could call in a couple of days to see update on the matter. Im asking for help because what vivint did is dishonest, I was clear I was cancelling and paid $250, I never said I wanted to reinstate. I called my bank(USAA) and let them know what is happening and disputed $90.07 and stopped any future payments to vivint. Thank you.****** and ***************************.Business Response
Date: 12/21/2022
December 21, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18572426
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 12/13/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she made a payment to cancel her account. However, the account was instead reinstated and charged an additional fee. **************** requests cancellation and a refund.
Vivints records confirm that Ms. ******* account was mistakenly reinstated. As such,Vivint has cancelled her account and refunded $90.07 which she should receive within **** business days.
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:12/14/2022
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.
Service Details:Name: ************************* Address: **************************************************************************************** Service Number: ******* On April I moved out of the house, however I requested a transfer of the service to the new owner, the transfer was accepted and I stopped having access to my account online. A couple weeks ago I noticed I was still being charged by this service. I called the company and requested a refund, explained that I did not receive the service and should not be charged, they claim that the transfer never happened and it is my responsibility to pay. I explained that the transfer did happen as I got cut out all the access to their services, if I access their portal it stated that I have no account associated with my profile. They said they were going to review and call me back in 3 days which did not happen and have not been contacted in 2 weeks. I'm requesting the full refund of what I paid to them since April (6 charges of ***** = ******) and to stop being charged going forwardBusiness Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18572032
Complainant: *************************
Vivint Account #: *******
Date of Agreement: September 19, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ***** to resolve his concerns. 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:12/13/2022
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.
Panel will not disarm.Business Response
Date: 12/20/2022
Tell us why here...
December 20, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18569506
Complainant: *******************
Vivint Account #:*******
Date of Agreement: 10/19/2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that his equipment is not working properly.
To assist **************, Vivint is willing to send a technician to his home at no cost. A representative has contacted ************** via email to schedule an appointment.
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:12/13/2022
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.
Credits not applied- ****** referral & ***** over billing. 25% discount on doorbell camera Billed for installation for a doorbell that doesnt work. Billed for three months service fees doorbell that doesnt work. *** called numerous times and they dont fix the billing which is not correct.Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18568668
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 15, 2020
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In his complaint, ************************ states that he has $200 and $75 credits that have not been applied. He also states that he has been billed for a doorbell camera that he was promised a 25% discount on. ************************ states the doorbell camera dies not work and he has been billed for 3 months of camera service fees for it while it doesnt work. ************************ desires a refund.
A Vivint representative has spoken with ************************ via email in efforts to resolve this matter. Vivint offers a $250 credit on the account of ************************ and a free technician to resolve the system issues. Vivints offer was denied by ************************ who stated he will contact the *** and FTC.
Vivints records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on August 15, 2020. Section 5 in the agreement states that Vivint does not warrant that the system will always detect or operate. Section 5 of the agreement also states that Vivint will provide repair or service to the system as soon as possible within normal business hours once notified. Records show that ************************ contacted Vivint on September 22, 2022 regarding a 25% discount to add a doorbell camera. Records indicate that the 25% discount was not applied. Records also show that November 3, 2022 ************************ contacted Vivint regarding a $200 referral credit that was not applied, it shows that ************************ was educated that the referral credit was for $50. ************************ provided a text message to Vivints representative showing he was offered a $200 referral. It has been requested that ************************ provide the account information of the person he referred to the account can be verified and the $200 credit can be applied in which he replied Vivints representative can get the information from the state and feds.
With the information above, Vivint has offered a $250 credit for the account and a technician free of charge to resolve the system issues. ************************ 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:12/13/2022
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.
The provider is saying I have to be on deployment orders for more than 6 months to cancel a contract. The **** mandates that I be able to cancel a contract for deployment orders of 90 days or more. VIVINTs policy directly goes against law. I am requesting this be changed or I will file legal action through the ********** of ********Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18568645
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: October 13, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he was told he must be on deployment for more than six (6) months for cancellation, **************** states that the **** mandates that he is able to cancel a contract for deployment orders of over ninety (90) days. **************** desires to be contacted by the business and cancellation of his agreement.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the account with no penalty or fees related to ****************. **************** will be required to ship back the equipment.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on October 13. 2022. Records show that the length of the agreement signed is listed as forty-two (42) months. Records also show that **************** was told on December 13, 2022 that Vivint is unable to review for cancellation of the account unless he had orders of six (6) months or more. **************** stated he has proof of six (6) month deployment orders but did not want to send them to Vivint with his personal information. Vivint is considered a luxury service. Records indicate that luxury services such as Vivint do not fall under the **** mandate.
With the listed information, Vivint offers cancellation without penalty upon return of the equipment. **************** 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:12/13/2022
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.
Date 12/2021 We sold our home and moved into an apartment and no longer needed the Vivint Smart Home. We signed a contract, but did not know if you move you are still responsible for the remaining of the contract. We were still paying them every month after we moved. We called and spoke to an agent and he was able to put the account on hold . Why should a company keep charging you for monitoring service when you are no longer living at the address. We are still paying for the equipment also. Please help me with this issue? I am stuck paying until ****. Something has to change. They are getting over. We did not know we where going to have to sale our home and move to an apartment. Every time I call, they keep telling me they are monitoring the alarm. There is no alarm there. The equipment is in storage so how are they monitoring it. They also told me, they have no way of knowing if we are there or not. I explained to her. I can email her a copy of our lease and our closing documents. We sold the home to Open Door.Business Response
Date: 12/19/2022
December 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18566575
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 14, 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 Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/13/2022
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 an account with vivint for a few years. In May, of this year, I had the account canceled, paid them off and everything and I said I was done. They called later offering 3 months free and I informed them that if I ended up with my account active and paying them, then I did not want it. The female associate assured me that I wouldn't be charged. 3 months later I have a charge from vivint and them calling me multiple times a day, every day. I told them I never wanted my account back but they are still asking for more money. As soon as I set something up, not 2 hours later, vivints collection **** was calling again. I just want the amount erased and my account canceled. No freaking discount, no bs less amount. I don't want to pay them anything as I never authorized reactivation the account at all.Business Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18566013
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 5/6/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she requested cancellation in May 2022,however, the account remained active. **************** requests cancellation of her account.
Vivints records indicate that Ms. ******* account was cancelled on December 16, 2022.**************** has no further obligation to Vivint. A representative from Vivint has contacted her via email in case she has any questions or concerns.
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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