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:12/09/2022
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.
Vivint is refusing to send a technician to correct issues I been having for months. They keep charging service fees but refused to get a technician in my home to fix my system and all the sensors desconecte for issues with battery and more.
Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18441956
Complainant: ************************************************************************* Account #: *******
Date of Agreement: December 5, 2020
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. Vivints record indicates that this issue is being resolved to Mr. *********** satisfaction. ************************ 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:12/09/2022
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 june 20th Vivint sales rep came to my door trying to sell so I decided to try the guy was selling us twenty things related to the alarm system. He called some one on the phone and told me to just say yes which I did. Couple minutes later two people came to install but they didn't have everything to complete the job I told them to come back but they said they will install what they have and come back, which should be the Wednesday I have not seen them again until now. But they send my name to collecting agency and started to collect money from my account which I stopped. Even though the job is not complete they still want pay, I told them I'll make a day for someone to come and take what they install which is not much....1 keypad, 1 door lock, and 2 pairs sensor. Since June no one has been back to my residence.Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18551731
Complainant: ********************************;
Vivint Account #: *******
Date of Agreement: June 20, 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 his concerns. ****************** may contact ********************************** / ************) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/09/2022
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 Vivint service in July 2022 since then they have continued to charge me every month for a service I do not receive (today is December 2022). In addition, I continue to pay for the equipment that I sent back to them already. They assured me on multiple occasions that this would be addressed, but it still hasn't and i continue to get charged.Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18551306
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: March 2, 2020
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, **************** explains that she cancelled her Vivint service in July 2022 and she is till being charged for services and equipment that was returned. **************** desires a refund.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns.
Vivint agrees to cancel Ms. ******* account and issue a refund of all payment taken after July 7, 2022, to her checking **** card ending in ****. **************** 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:12/09/2022
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 charged a monthly charge with no service provided for a year. When I asked for a service call to fix the issue and to make the device work they wanted to charge me $400 to fix thier equipment.Business Response
Date: 12/15/2022
December 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ******Consumer Complaint Case #: 18550634
******Complainant: *************************
Vivint Account #: N/A
Date of ************************ ****** ****** ****** ******
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he is being charged monthly with no service for over a year now. ****************** desires repair.******
Unfortunately, I am unable to find the Vivint account in question with the information given by ******************. Vivint advises ****************** to contact ********************************** / ************) with the address of the premise where the alarm system is, or the name of the account holder for further review.
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:12/09/2022
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 company continues to delay my cancellation request ( I sold my home and the unit) and takes money out of my account without authorization. They continue to promise a refund for all transactions placed after Aug 2022 but they continue to ignore me and delay my refund and cancellation while fraudulently charging me for services not received. Do not use Vivnt they are dishonest and unorganized. It is unfortunate because their system is nice but it cant be used with other alarm companies. Just avoid this company at all costs they will take your money without cause.Business Response
Date: 12/14/2022
December 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18549840
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: March 11, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she sold her home and requested cancellation of her service. She further explains that her cancellation process is being delayed and she is still being charged.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns. Vivint agrees to cancel ****************** account and issue a refund of all payments taken after August 22, 2022, via check. **************** 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:12/09/2022
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 paid a bill through Resansant bill pay for $63.10 on October 14, 2022, as I have done for the past five years. I received a phone call on October 25, 2022, indicating that the payment was past due. I checked my bank statement and the amount had been debited from my account. I contacted ************* and was put in contact with IFS, Renasant ******** Services. On November 1, 2022, I spoke with FIS bill service representative ***** who spoke with Vivint representative ***** with me on the line who was in the billing ***** and informed him that she had emailed over the requested information on October 27, 2022, at 11:45. ***** acknowledged that they had no such documentation and ***** emailed the documentation again. ***** indicated that ******** was the individual that should have received the email.***** asked to speak with a supervisor and she spoke with ********. ******** indicated that the information had been sent o **** and to please send it to her email at *************************************** and she would expedite the investigation. All the while I am getting harassing phone calls two and three times a day about past due October bills. ***** asked them to please put this on do not call until the investigation was complete. It did not happen, as a matter of fact up until this date, I am still receiving calls.On 11/7/2022, I telephoned ***** and informed her that Vivint still attest that they have not received payment. ***** spoke with Vivint representative ****** with me on the line and still, they are requesting the information that had been emailed over twice. Finally, ****** indicated that the investigation was still in process.On 11/18/2022, a Vivint representative called indicating that payment was overdue. I asked them to stop harassing me as their company was investigating this concern On 11/23/22, Vivint called again. I asked them to look at my payment history and they will determine that I have never missed a payment. Calls dailyBusiness Response
Date: 12/14/2022
December 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18548832
Complainant: *********************
Vivint Account #: *******
Date of Agreement: October 10, 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 waive the balance due of $68.45 and to provide cancellation of the account. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/08/2022
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 a security system with Vivint. Over a year ago the equipment stopped working. They had three different technicians out to the house. The third technician removed equipment from my home and stated new equipment that functioned would arrive to replace it. The replacement equipment never arrived. I have had to continue to pay vivint a monthly fee. I am finally on the end of my contract period and can cancel service. They are now trying to tell me I owe an additional $89.26 yet cannot tell me why. I find it ridiculous that I have had to pay them $90 a month but they could remove equipment from my home and I have not been able to use the system properly. We called and complained and were told we should get a credit on our account since we didnt have the equipment. I would really like to receive a partial refund since I have been paying them and not getting the service.Business Response
Date: 12/14/2022
December 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18547094
Complainant: *************************
Vivint Account #: *******
Date of Agreement: January 5, 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 waive the past due balance of $82.96 and provide cancellation of the remaining monitoring contract and equipment line of credit and waive their associated fees. *************** 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:12/08/2022
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.
I was offered equipment free and told i would have to pay the first two months in advance to set up. I receive the equipment at my new address even though i told the rep I hadn't move in yet and he assured the equipment would be mailed to my current address. i moved in and then opened the box the lock and two sensors were missing. I called vivint to schedule my install and informed them that items were missing. i was told my account was a DIY account and there would be a charge for install no problem i agreed to pay. i was transferred to another **** to schedule and after being on hold for abut 45 mins the call disconnected. I proceeded to call again I wad told my account had been escalated and someone would contact me no one did I called vivint the following morning and the same thing happed three times I kept getting transferred to different departments and then disconnected no one could help. i finally got in touch with some one who said my account was DIY and I had to close it and open a new one. so he sent me the information and I processed the close. I called back the following day and was told there is no such ting as a DIY account I hadn't qualified based on a credit check for the financing of the equipment and had to pay for my equipment up front. This was news to me! He said it wouldn't make sense for me to close my account and he would reverse the cancellation and sent me the link for DIY install. I did the install myself after a month of going *************** my services were finally installed on 12/3. I was glad He told me he would mail me the lock and the sensors I was missing. the lock arrived 12/7 I called vivint to add the lock to my account and set up. In the middle of the install I received a notification that my services was disconnected. she tried to fix it and then told me the **** that could help me was closed. she told me she sent a email and I would have to call back. I did and now I'm back to being transferred and hung up on. Horrible!Business Response
Date: 12/13/2022
December 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18544118
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: November 2, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was offered free equipment and she would have to pay for the first two (2) months of service in advance. She states when she received the equipment, she noticed a lock and two (2) sensors were missing. ****************** states that she called Vivint to set up an installation and was informed that her account was DIY and that she would have to pay for an installation. She states that when she attempted to schedule the installation the call was dropped and when she called back, she states she was told that her DIY account needed to be closed and a new account would need to be opened. ****************** states that she was told she did not qualify for the equipment financing and that she would have to pay for the equipment up front. ****************** states that her DIY account was reinstated and that she installed the equipment on her own. She states when she was attempting to connect her new lock to the system, she got a message stating her account was disconnected. ****************** desires to have the job finished, her account to be reinstated, and to be compensated for the month without service.
A Vivint representative attempted to contact ****************** via email in efforts to resolve this matter. Vivint has reinstated the account. Vivint offers to assist with any job that needs to be completed and to provide one (1) month of free service.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on November 2, 2022. Records indicate that Vivint received a Notice of cancellation on December 1, 2022 requesting the cancellation of the account. Records also show that the account was cancelled effective December 7, 2022. December 8, 2022 The account was requested to be reinstated and was reactivated December 9, 2022.
With the above information Vivint offers to provide service to complete the task ****************** is requesting and to provide one (1) month of free service. ****************** 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 LegalCustomer Answer
Date: 01/18/2023
I complained to vivint and they promised me the issue had been resolved it has not here we are again with the same issue. I am being charged for the equipment that i was informed was complimentary. Back to being tranfered and calling without any resolution. All i would like it to receive what i was promised and to be able to pay for my monthly charges of *****in peace. this is like a nightmare that doesnt endBusiness Response
Date: 01/24/2023
January 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18544118
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: November 2, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her rebuttal, ****************** states that Vivint promised her the issue was resolved and here again she is being charged for equipment she was told would be free.
A Vivint representative attempted to contact ****************** via email in efforts to resolve this matter. Vivint has applied a credit on the account of $393.59 to cover the cost of the equipment.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on November 2, 2022. Records indicate that Vivint received a Notice of cancellation on December 1, 2022 requesting the cancellation of the account. Records also show that the account was cancelled effective December 7, 2022. December 8, 2022 The account was requested to be reinstated and was reactivated December 9, 2022.
With the above information Vivint has applied a credit of $393.59 to cover the costs 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 LegalCustomer Answer
Date: 01/24/2023
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:12/08/2022
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 recently moved and transferred our Vivint service. We have had several issues with the company and their equipment. We tried to cancel our service, but we were informed that we could not cancel since we financed our original purchase. I would have NEVER financed the system had I know we were locked into a service agreement. I think it is ridiculous that a company can force consumers into a "monitoring agreement" because the system was financed. Vivint should have phone records of my original conversation where I clearly stated that I had no desire to finance the original system and we would be paying for the complete system outright. However, I was convinced by the salesperson to finance the system since there were no fees or interest associated with the finance. We reluctantly agreed to finance the system since there were supposedly no repercussions in doing so. Since we financed the original purchase, we agreed to move our current service to ******** (originally from *****) and finance some added sensors and cameras. When the technician was done, he asked for my signature on a blank phone screen. I asked what I was signing, and he told me I was confirming that the sensors and cameras were installed by him. I agreed and signed because the work had been completed. Later I found out that all of our installed equipment was charged in full to my credit card for all of the completed work. (There were 3 bills total for the transfer) We were caught off guard by the charges, so we contacted their customer service. When we tried to cancel our service the first time, due to their mistake, we were assured by the loyalty retention department that they could get the system financed as originally agreed (which would have been a long-term finance plan.) We later found out that they could not honor the agreement and would only finance for 5 months. We again tried to cancel and were informed that we were locked into a contract and had no option to cancelBusiness Response
Date: 12/13/2022
December 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18544238
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: October 7, 2022
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Mr. ********* Agreement after retrieving his newly added equipment.
Vivints records show that ******************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of nineteen (19) months. This shows a monthly services fee of $39.99, and total equipment fee of $648.42, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ******************** may contact Vivints representative directly to return his equipment and cancel his services.
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:12/07/2022
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 contacted Vivint on 12/07/22 to attempt to purchase a door bell camera with installation I wanted the Black Friday price the representative from the loyalty department stated he wouldnt be able to honor the Black Friday price, however he could take $100 off the retail price if $249 & waive the $100 installation fee. The representative noticed that I didnt not have a credit card on file (I have significant credits from referring multiple customers to purchase a vivint system. As a result I needed to be transferred to the billing department I was able to add a credit card to my account to purchase the door bell camera (I didnt want to use my credit for the purchase), after getting transferred multiple times and spending over an hour on the phone, ***** from the loyalty department stated he saw in the notes that I was offered the door bell camera for $149 but he didnt see in the notes that the $100 installation fee would be waived. ***** stated he would request a separate department to listen to the recording to see if I was telling the truth he also sent a message to the rep who made the promise. ***** also refused to allow me to speak to his supervisor *****. I was appalled to be accused as being a liar. I mentioned to ************ would cancel my service after filling a complaint first. He tried to offer me 1 month free however I have a credit and already do not pay a monthly bill, this was a failed attempt to get me to pay for the installation. I enjoy Vivints monitoring and attention to detail when it comes to trouble shooting equipment, however their customer service continues to be horrible. All I wanted to do is add equipment to my account and Vivint failed to get that correct. Im very disappointed.Business Response
Date: 12/13/2022
A legal representative from Vivint has recently contacted ************** to resolve his concerns. Vivints record indicates that this issue is being resolved to **************** satisfaction. ************** 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 LegalCustomer Answer
Date: 12/13/2022
Complaint: 18541412
I am rejecting this response because: Vivint has done nothing to compensate me for the difficulties they put me through a credit to my account would have be sufficient, instead I had to wait for multiple days to get the item that I initially requested but was accused of not being honest about what was offered. Vivint pulled the phone recording and realized I in fact was correct in what I was saying.
Sincerely,
*********************
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