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
- 8,043 total complaints in the last 3 years.
- 2,785 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:12/03/2022
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 definitely now regret signing with vivint. I sent email on 11/23 requesting to cancel my service due to billing issue that has to be corrected. A response was received from them on 11/28 through the bbb website saying an email was sent requesting more information. Well today is 12/3 and I’m still waiting for that email. I never thought I would have been treated this way after all the money I have spent for their services and equipment. I have had an attorney to look at both bills the one sent on 11/4 and the next one sent 5 days later and their question was what is this and it’s doesn’t even show the breakdown of the equipment and why was I sent an additional bill 5 days later that no one can give a clear explanation on what it’s for. Also if I was refunded for a car guard that was sent back including the replacement that was defective why is the reps telling me I’m still being billed but then the back office is denying the charge but can’t tell me what it’s for. This is a big violation to charge a consumer for goods they do not have.
Business Response
Date: 12/09/2022
December 9, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: September 26, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ******* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. *******’s Agreement and has waived her past due balance.
Vivint’s records show that Ms. ******* signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $1,999.94, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. Ms. ******* has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/11/2022
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:12/03/2022
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 with vivint for about 6 years and from day 1 its always been a problem. but never did i get mad at with. i have called on several occasions with them not showing up or coming and not finishing the job.my problem is they installed a auto lock and it didnt work i called several times was put on hold and called back again to speak with the loyalty department and they supposed to put my account on hold until problem was fixed so we can discuss the bill. so they ***** cutting my services off after they told me it was on hold until we get it fixed. so i see now its just about money no customer service.Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18518778
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 5/20/2016
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ explains that his account was closed and sent to collections.************ further explains that he believed his account was on hold prior to being sent to collections. ************ requests that his account be reactivated.
Vivints records indicate that on November 28, 2022, ************** account was sent to collections due to non-payment. However, to assist ************, Vivint is willing to reactivate his account once more. Effective immediately, ************** account is active.
A representative from Vivint has contacted ************ via email in case he would like a technician to visit his home to assist with any issues he may be experiencing.
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: 18518778
I am rejecting this response because: my account is still off and in this message it is saying it is active when it still is still deactivated on my end. An the bill should be discounted ** several times i lost money have tech come out an no one show up so i lost money. Its been about 5 times an that unacceptable but yall want your money when i have missed work waiting on a tech that did a no call no show.
Sincerely,
*********************Business Response
Date: 12/20/2022
Tell us why here...December 20, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18518778
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 5/20/2016
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
Vivints records indicate that a technician has been scheduled to service ************** equipment on December 20, 2022. Vivint has discounted Mr. ******************* by previously paying off ************** overdue balance of $274.53 which was required to reinstate his account.
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:12/02/2022
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.
Ok so heres what is going to happen. Im pretty much fed up with your service. The tech who came out initially and installed our system installed a window sensor somewhere that keeps triggering an alarm. The police have come out twice already for this window sensor that doesnt exist. I dont have any window sensors installed. I have asked for a tech to come out and fix this issue but all they did was bypass this sensor which does nothing. The alarm goes off in the middle of the night for nothing. So here is whats going to happen. You will schedule a tech to come out and resolve this sensor issue so we can sleep through the night and the cops dont show up. And for our issue with your company you will provide the new panel and camera that I am owed anyways. If you can not give me these two things let me out of my contract so I can go somewhere else since my 6 years with you guys means nothing.Business Response
Date: 12/08/2022
December 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18517376
Complainant: ************************************;
Vivint Account #: *******
Date of Agreement: February 21, 2018
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 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:12/02/2022
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 sold a Vivint security system that would not work for my property because their system can't handle such square footage. I told them from the first contact and reiterated at every contact how big the property was and was sold the system despite it not being able to work with the size of the property. After months and months of complaints and them not even installing the security cameras that I had wanted from the start, they finally agreed to remove the equipment and issue me a refund. I have spent thousands of dollars on the hardware alone and to date, have only received $14 in refund, which is a partial month of service. I have called repeatedly for months to try to resolve this and do not get a return call or any help resolving the refund.Business Response
Date: 12/09/2022
December 9, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18517011
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 6/21/2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that her home in not serviceable by Vivint.****************** further explains that the equipment has been removed and requests a full refund.
Vivints records confirm that the equipment has been removed from Ms. ******** home and the account has been cancelled. As such, a refund of $3,233.15 has been issued and will be received within 10 business days.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Im a homeowner who has tried to cancel monthly service for the past few months. Company refuses to quit taking money out of my account or cancel my account stating all kinds of reasons none of which have any validity. They refuse to cancel my service. I owe zero on equipment and am not on a contract but they still insist on taking out 60$ a month even though I dont wish to continue with their service. They also refuse to let me cancel account saying I still owe on equipment even though it was paid in full over 2 years ago. Please help me get rid of this service. Its unethical and illegal for them to continue to take my money without a binding contract.Business Response
Date: 12/09/2022
Tell us why here...12/9/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18515804
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 6/10/2013
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement)on September 23, 2020 which states that service will continue month to month after the initial term of 28 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 October 22, 2022. ****************** account was cancelled on December 8, 2022 and refunded a prorated amount of $51.47 by check.
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: 12/09/2022
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:12/02/2022
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 up front for a 2000 dollar security system. I was told by the sales agent that my existing home locks would be compatible with the system- this is on record during the sales call. I would not have purchased the system otherwise but didn’t discover this until after the install- during review. Tech attempted to reach the sales agent but was unsuccessful.
So, time of install, technician told me I had thirty days to cancel vs three days, because instead of renting the equipment, I purchased it.
Three weeks into the system I decided it was not for me. I called up vivant to cancel, and was told by the first customer service rep, that they would have to confirm with the technician, and that it was not unusual to be told that, but they had to get ahold of him, and to call back the next day. I did as instructed, spending at minimum, 45 minutes on the phone each time, spanning the next THREE WEEKS AND SIX, customer service reps, all who would tell me the same thing- he hasn’t responded, call back. The last two actually said they would call ME, back, but didn’t.
The last call I was finally able to speak with a manager, despite being told that managers and regional contacts emails were being sent. This manager told me that, they could not get ahold of their own tech - and so I would not be receiving a refund. Mind you I am 3 weeks and HOURS into this.
At what point, did it become my responsibility, for vivant to get ahold of its employees? I had already been assured by the previous sales reps, that yes, this was practice, they just needed to verify it.
I’m just going to make up an arbitrary time period and cancellation clause that happens to match, historical business proceedings at a company I had zero knowledge of before, right. That makes sense. It also makes no sense that just because Vivant couldn’t get ahold of their own person, I’m stuck?
I want the refund I was told I would receive, and I want vivant to not have it ls sales reps lie during their pitch.Business Response
Date: 12/07/2022
December 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: October 25, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to removal of the equipment and cancellation of the account and a full refund upon removal of the equipment. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/02/2022
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.
In May of 2022 I was approached by a representive from Vivint stating that my installation and equipment was to be free. But i've been being charged by a third party ************* for equipment that I didn't have all of until the begining of Nov 2022. Now I'm being threatened about this bill being put on my credit score to lower it for nonpayment. I feel that i'm being taken advantage of because of my minority status, the fact that i'm elderly, and i'm hadicapped. your help would be extremely welcomeBusiness Response
Date: 12/08/2022
December 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18515280
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: May 29, 2022
To Whom It May ***************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
To assist, Vivint agrees to credit Mr. *********** equipment loan without penalty.
Vivints records show that ************************ signed a Purchase and Services Agreement with an initial term of thirty-six (36) months. ************************ represented that he would pay a monthly services fee of $32.99, and total equipment fee of $849.05 that was financed through Citizens, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and ************************ is no longer responsible for the cost of his equipment. ************************ 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:12/02/2022
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 attempted to cancel service with vivint after being lied to by them multiple times.
When we initially signed up for services we were told there was no commitment and we could cancel any time.
After 2 appointment being broken by them we were set up as a self install
Originally the guy told us the instalation was free of charge because of the previous issues we had already run into.
Today I discover that my bank account has been charged 151.47 I called in multiple times to speak with someone regarding my issue. Their tactic is to place you on an infinite hold. I was told I didn't have an active account with vivint despite a charge being made and me having their product in my home.
Then I was told they actually found my account and that I was being charged an installation fee of 400 dollars.
I told them this wasn't right and I was told I wouldn't be charged for installation.
I then said I did not want to continue with their company. They are inconsistent and I do not trust them. I'm then told I'm on the hook clear until April of 2026!!!!!! I explained I do not want to continue with them and that they could have all equipment back. I would never ever make a 4 year commitment and never saw that in the contract.
We've been lied to from the get go. One second I have an account' the next I don't' then I get free install and now I don't. None of this is okay and has caused an immense amount of unnecessary stressBusiness Response
Date: 12/07/2022
December 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** **********
Vivint Account #: *******
Date of Agreement: October 28, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ********** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ********** and a resolution has been agreed upon. At this time, Vivint has agreed to work with Ms. ********** in resolving her issues as she requested to work with the representative that she is currently working with. Ms. ********** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/02/2022
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 bought a house in July 2022 and was in the process of trying to get my Vivint service moved. I was told by their team that they could not service the new address so they would need to cancel my account and I would no longer get billed. I returned all their equipment and even got a cancellation confirmation on 09/15/2022 which I attached. I was still being charged by citizens one for this even though my account was closed. When I called citizens one they told me they couldn't do anything and the issue is with Vivint they haven't notified them that the account was closed. I am asking for my auto payments to stop and to be refunded $102.76 the amount that has been taken out of my account.Business Response
Date: 12/08/2022
December 8, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** *******
Vivint Account #: *******
Date of Agreement: January 1, 2020
To Whom It May Concern:
I have reviewed the information provided by Mr. *** ******* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ******* to resolve his concerns. Mr. ******* may contact (tari.d**@vivint.com / ###-###-####) 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/08/2022
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. I was told by Vivint legal that my accounts would be closed out in the next 5-7 days and I would be credited. I’m accepting this resolution but previous history tells me to keep my guard up until I receive confirmations and refund. I am accepting this response contingent these actions happen.
Sincerely,
*** *******Initial Complaint
Date:12/02/2022
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 son bought this service for his home. My son passed away in May 2021. I paid what he owed and a one time payment for 12 more months because I didn’t know how long my grandson would be in the house and how long it would take to take care of my sons estate. In November 2021 I received a bill for $176.00 I called them November 23,2022 to have the service cancelled I thought it was already cancelled. I do not live in that house. It was a terrible process. I was transferred 7 times. I was told that I had taken over the service. I don’t know why I would take over a service for a home that I do not live in. They insisted that I owned Citizen Bank for the service. They called Citizen Bank and got confirmation that the account had a zero balance. That was a terrible process also because it was never my account so they wouldn’t talk to me even though I was the ADMX for my son. Finally after 2 hours and 50 minutes they told me if I would pay the $176.46 they would cancel the account. I ask servaral times if I pay this promise you will no longer charge my credit card. At this point I did not trust this company. I didn’t know what else to do but pay them. They said the account was canceled. Today Dec. 1 2023 they charged my credit card the monthly payment $37.14.
This company is impossible for me to deal with on my own I need help.
Thank youBusiness Response
Date: 12/07/2022
December 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: May 1, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to cancellation of the account effective November 23, 2022 and a refund of any payments made from that date to current. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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