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.
- 2,801 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:12/01/2022
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.
In May we moved to an “unserviceable area”. We owed a 3rd party for our equipment through Vivint. When they canceled our service they said they’d pay the remainder balance since we sent back our equipment. I have detailed dates, names and phone calls telling us the same thing over and over. “In 3-5 days we’ll pay it”. They revived our equipment in August. We’ve been paying for it even though it’s been disconnected since May. Their technician disassembled it for us. In Sept the guy said to stop paying on the equipment that they’d take care of it. So now my credit shows a missed payment. Last week a lady said to pay it and they’d back pay me. Two days ago another lady told us it would be yet another 3-5 days. Every week since august I’ve called them. It’s December. I don’t have any equipment to use, I’ve been paying them monthly and can’t get them to give us our money. They emailed me a letter to send to my credit stating it’s their fault. I don’t even know who to send that to. I just want the money taken off and given our back pay since August.
They have “canceled” our account many times. I get emails over and over saying it’s canceled, then when I talk to them it’s not. It’s always some excuse. “They didn’t have the tracking number for the equipment”- I gave it to multiple people over and over again. It’s always some excuse.
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: 5/27/2020
To Whom It May Concern:
I
have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In
her complaint, Ms. ****** explains that she moved to an unserviceable area, cancelled
the account and returned the equipment. Ms. ****** further explains that her
line of credit hasn’t been cancelled as requested.
Vivint’s
Legal Department has requested that Ms. ******’s line of credit be cancelled backdated
to 8/1/2022. Vivint apologizes for any undue delay or inconvenience this has
caused Ms. ******. A representative from Vivint’s Legal Department 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/08/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
**** ******I appreciate Vivint reaching out. They said it’ll take up to two weeks for my line of credit to be removed, so if that’s truly the case, I’ll then be satisfied. Until I actually see an end result, I’m not getting my hopes up. They stated they never had confirmation that the equipment was sent back, yet I gave them the tracking number a dozen times. I emailed them a confirmation of the tracking number via picture and number so maybe they’ll actually log it. Until it actually is taken off, an email means nothing to me. Every single person I’ve spoke to says “another week” “another week”. We shall see….
Initial Complaint
Date:12/01/2022
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 called and emailed Vivint since October now. I have documented over 30 phone calls, more than 5 emails and Vivint can’t seem to resolve my issue. I also get voicemails everyday from Vivint harassing me stating I owe money even though I have an email confirming my balance is 0. Every time I call I am told my issue will be resolved and it still hasn’t been. Vivint has no idea what is going on with my account as far as the accounting aspect and have even had to ask me how much I paid for my equipment because they don’t even show I have equipment. I have no more patience and feel like I’m being harassed by Vivint. I have spoken with supervisors even and still my account has not been fixed.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: November 23, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** ******** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ******** to resolve her concerns. Ms. ******** may contact (tari.d**@vivint.com / ###-###-####) 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/30/2022
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.
Account number: ****** Name: ************************* Service Address: ********************************************* Back in May ****************************************** (****** is 80 year old) called Vivint customer support to CANCEL her service due to the system was not operational for several months, she used to have an analog service connected to A PacBell wire phone line that was disconnected more than a year ago, so she was paying to Vivint without service, that day Vivint's customer service department instead of cancelling the service she was signed on a new 2 year aggrement, she was never able to use the alarm system because sometime during the night the alarm goes off and somedays even the police arrived to ******************** house, today (11/30/22) the system went off and we called customer support and got transferred to your technical department and they were not able to remotely turn off the alarm, we removed the digital panel and disconnected all power sources then we requested to be transferred to your customer service again to request a cancellation of the service, we were told that a cancellation of service was not possible without paying a cancellation fee of $631. without a doubt dealing with Vivint's customer support is not easy and they are abusing of an elderly person.We are asking for a cancellation of service and refund for all the months we haven't been able to use the service.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18486087
Complainant: *************************
Vivint Account #: ******
Date of Agreement: June 25, 2008
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she called Vivint to cancel the service due to system failure for months. She states that instead of cancelling the service she was signed up for a new two (2) year agreement. **************** states that the police came to her home on November 30, 2022 and she had to call Vivint due to a false alarm. She states that Vivint was unable to turn the alarm off. She states that she again requested cancellation and it was denied to the contract extension. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers to cancel the remaining monitoring contract and equipment line of credit with no fees or penalties to *****************
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on June 25, 2008. Records also indicate that **************** verbal agreed to an extension of her contract when she called in on May 26, 2022 to lower her monthly rate by $10 per month for twenty-four (24) months.
Despite the listed information above Vivint offers cancellation without penalty. **************** 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: 12/06/2022
Complaint: 18486087
I am rejecting this response because:after 14 years of service its fair for **************** to at least received refund for the last 6 six months the was without service.
Sincerely,
*************************Initial Complaint
Date:11/30/2022
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.
Back in late June early July a Vivint security sales representative came to our home and offer us a great deal, he told us Vivint would buyout our contract with ADT if we subscribed with them, so he had us write a letter to ADT to cancel their subscription at the same time the sales rep he would make our Vivint payments until the buyout was complete, it never happen instead we're stuck with a $4084 that is now in collection. However, i did reach out to Vivint and complain to them about what happen, they apologize and did an investigation and acknowledge they do have a buyout policy when we become a customer, however, they are limited to $1000, but they did offer us a $1700 gift card however, the buyout amount is $4084. Vivint does not want to hold up on their in of the bargain, so i need help, we shouldn't have a bill in collections, over an agreement we had with Vivint, they need to take the responsibility and contact ADT and get this resolved.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: 7/7/2022
To Whom It May Concern:
I
have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In
his complaint, Mr. ****** explains that the sales representative offered to pay
off his full balance with his previous security company. Vivint has offered to
pay $1,700.00 toward his balance with the company.
Vivint’s
records indicate that Vivint’s Slams Department has offered to pay $1,700.00
toward Mr. ******’s final bill with his previous company which Mr. ******
accepted.
If
Mr. ****** is dissatisfied with this offer, Vivint is willing to cancel his
account without penalty. A representative from Vivint has contacted him via
email to discuss his options.
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 not satisfactory to me, but i accept
Sincerely,
***** ******Initial Complaint
Date:11/30/2022
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.
I have contacted Vivint Home Security several times now to stop my service an request that my credit card be refunded and stop being charged.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18483888
Complainant: *********************
Vivint Account #: *******
Date of Agreement: August 30, 2022
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In his complaint, **************** explains that he contacted Vivint to cancel his account and stop further charges.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve his concerns.
Vivints record indicates that Mr. ******* account was cancelled on December 6, 2022 and a refund in the amount of $133.73 was issued to his credit card ending in ****. **************** 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 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.I would like to also say that I wish it wouldn't have come to this point. This is the first time in my life I had ever filed a complaint with a company.
Sincerely,
ByonInitial Complaint
Date:11/29/2022
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.
We had service with Vivint for about 2 years. We moved out of *********************** (our residence while we had the service) in July of 2020. We sold the house and requested cancellation of our account. Vivint emailed us on July 10, 2020, saying they received the cancellation request, and stated they were working on the cancellation process. They also stated that if there was any processing issues, they would email us with further instructions. We did not receive anything stating the cancellation could not be completed. On July 10, 2020, we also paid the equipment, service, and cancellation fees which totaled $1,428.98. Since then, we have continued receiving letters from Vivint saying we owe them money. Ive spoken to their customer service at least 4 times in response to these letters. Each time I was told I do not owe them any additional money and that they would be talking to the cancellation process team about my account. A week ago, I received notice from *********., a collection agency stating Vivint has reported to them that I owe an additional $386.02. I spoke to Vivint on November 28, 2022, and they stated this was a charge on my account from February of 2022, and that the equipment and my account had been activated. They also stated they could not access anything concerning my cancellation, nor did they have notes on the account from my previous phone calls with them. I do not have access to the property or knowledge of who is currently living at that address, and I have never reactivated my account with Vivint. We have not lived at that address since we sold the property in July of 2020. I am requesting assistance with cancelling this debt, having my account with Vivint cancelled/closed (with written confirmation from Vivint), and having any adverse information in my and my wifes credit report removed.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18479981
Complainant: *******************
Vivint Account #: *******
Date of Agreement: June 2, 2017
To Whom It May ***************** have reviewed the information provided by Mr. ******************* and appreciate the opportunity to respond.
In his complaint, ************** explains that they moved out of their old residence 2 years ago and requested cancellation of their account. He further explains that they were not told the cancellation was not completed and is now sent to collections for a past due balance of $386.02.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve his concerns.
At this time, Vivint agrees to cancel ***************************** Agreement and remove her account from collections. A request has been sent to the collection agency to close the account and ************ has no further obligation to Vivint. ************ 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:11/29/2022
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.
Vivant will not allow me to cancel my contract and is charging me for an additional 30 days. The contract says to call them, when you call them they said they request it in writing and when you write them, it requires you wait an additional 30 days while being charged. I should not be charged for any day after cancellation.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18478439
Complainant: ***************
Vivint Account #: *******
Date of Agreement: April 26, 2022
To Whom It May ***************** have reviewed the information provided by Ms. *************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. *** to resolve her concerns. Ms. *** 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:11/29/2022
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.
Back in 2020, the sales rep added the incorrect name to my contracts. When I told him, he said don't worry about it, we can change it later. Basically both contracts had fraudulent information submitted on my behalf. The account was setup under ******* ******. Every time I contact Vivint, they never update or assist with getting it corrected. I have even submitted an affidavit and my TX driver's license showing my last name is ******.
More recently, my deferment was over on 9/27 so I was billed for a month of service and $149 installation charge. When the installer came on 10/29 to complete the installation, installation was refused because the name was still incorrect as ******. I was instructed to call into Vivint to report fraud and request my contract be voided since the sales rep used fraudulent information to get the credit approved for the equipment and setting up service. I was told that someone would contact me on 10/31 to discuss more to have the issue resolved and I can get my system installed. No one contacted me.
I called again on 11/18. I requested a refund since I paid for service and installation that was not provided. I was told it was being taken care of. I also explained the fraud situation again. Still no one ever reached out to me.
I called again and it was a seriously horrible game of transfer me to someone who cannot help. I spoke to 8 different people. When I got to the 6th person in the move department, she spoke to another department while I was on hold to change the name on my account to ****** and update my date of birth on the account. She came back and was like, everything is all good now. I asked again about cancellation of the contract with the incorrect information on it and was told why do you want to cancel the contract, we updated your information?
Then transferred me to someone else that couldn't help me.Business Response
Date: 12/07/2022
Tell us why here...December 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *******
******
Vivint Account #:
*******
Date of
Agreement: 1/28/2020
To Whom It May Concern:
I
have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In
her complaint, Ms. ****** explains that she is dissatisfied with the services she
has received from Vivint. Ms. ****** is requesting cancellation and a refund.
Vivint’s
records show that Ms. ******’s account has been cancelled. To further assist
Ms. ******, Vivint has issued a refund of $230.61 which will be received within
7-10 business days. If Ms. ****** has any questions or concerns, she may
contact the representative who has contacted her via email.
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:11/29/2022
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.
Hello , I signed up with this security company back in September and was told I would get 4 months free since then every month they have taken money from my account. I was also lied to my face that there was no contract and now I find out there is a 5 year contract. I have called customer service numerous times and nothing resolved. I have done some research on this company and it seems they are scamming alot of innocent people. Also I was told I could cancel at any time and have their equipment picked up and returned without any charges now I am told I have to pay the company who finances it Fortiva for the entire ******* . They have also made it where no other monoriting company can monitor their equipment.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18476849
Complainant: *******************
Vivint Account #: *******
Date of Agreement: September 16, 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:11/29/2022
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.
Numerous calls (over 15) in the past 3 months for a malfunctioning outdoor security camera, still unresolved! All of my request to speak to a supv, were ignored, no return phone calls. I even chatted with someone who played games for over an hour, kept asking the same questions and refused to have a supervisor return my call. It is imperative to have the camera working due to a violent neighbor, this really is a life/death matter. Their suggestion is to upgrade the camera for free, but I would have to sign another 5 year contract with them. I paid for the original equipment in full 6 months after installation in 2019. It's obviously not working, so why should a replacement be at a cost to the customer? Finally spoke to someone (Duncan) who offered an upgraded camera at a cost of $200 to me and no extension on my contract. I agreed because I am tired of fighting with them. The next day I get an email stating I agreed to extend my contract. This has been extremely stressful for me and my family, not to mention not having the comfort of security which was the reason I had the camera installed. Vivint simply does not care, they have handled this issue without urgency. Many phone calls, long hold times, trouble shooting again again and again! Camera is still not working properly. I still have 2 years before my contract ends so I feel like I am stuck. I am requesting an upgraded camera (they no longer have the one that was installed) at no charge to me and no extension to the 5 year contact I am currently under. Please assist me. Thank youBusiness Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
******
Vivint Account #:
*******
Date of
Agreement: 3/16/2019
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 install a new outdoor camera at
no cost. An appointment has been scheduled for the installation. 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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