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.
- 2,804 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: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 you
Business 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 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.
I signed up for Vivint through a door to door salesman. The equipment is faulty and I’m I have had to make multiple calls and service calls to try to get the issues resolved. Each service call is $49. I have had this system for years and have paid hundreds if not thousands of dollars. I called to cancel the service and was told I can’t cancel because I haven’t paid off my equipment. I was never told I could not cancel at any time, or I would have never signed up. The door to door salesman did not mention I had a loan to pay for equipment. So now I am stuck with over priced faulty service with horrible customer service. When I spoke to the customer service rep he told me there was nothing he could do. I can’t afford to keep paying for this unreliable service. My front door will not lock and they can’t get someone out to fix it until next week. That’s 6 more days of my house being unlocked while I work. What’s the point of a security system that can’t even lock a door? When I get a notification there is someone at my door, the app freezes and I can’t see the camera. I really just wish to cancel and give back the equipment and go with a service that doesn’t mislead customers.Business 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: June 24, 2020
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 send a technician to resolve the doorbell camera issues. 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: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 sold our home to my sister, I called Vivent to inform them of the change to the account. I was informed that I would have to pay for the security equipment in full, which we did pay in full In November 2022. I was given a confirmation #. Then they said my sister had 3 days to switch the acct in her name. She called everyday for 3 days, no result. I gave her the confirmation #. No result, then they told her we both had to be on the phone, which I was never informed of this issue. We are now almost a month later and they still call me to pay the bill. My sister also tries to pay the bill by calling them to no avail, they sent her a code but it did not work. I have spent to much time with a company that is either incompetent or just has no process or procedure in place for transfer of service.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18476209
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 28,2019
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 assist in transferring the account as requested. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/08/2022
I filed a complaint a week ago, I got a response asking for my ph#, vivint called twice. I called back Tuesday twice, both times answered, 1st call they hung up on me, second time left me on hold. I hung up. Thursday I called early spoke to 3 different people, two hung up on me. The third time I was left on hold. Not sure why this is so difficult, I have complied with all requirements to transfer this acct to the new owner. Original complaint #********Business Response
Date: 12/13/2022
December 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18476209
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 28, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her rebuttal **************** states, she has had multiple contact attempts by Vivint but has received no resolution to her concerns.
A Vivint representative has reached out to **************** via email in efforts to resolve this matter. At this time, Vivint has scheduled an appointment for December 19, 2022 with the new homeowner to transfer the account in to their name as requested. **************** 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:11/29/2022
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 spoke with someone from vivid energy the day I had my Vivint smart home equipment installed. I was assured that I was in good hands, thats when I started receiving calls from freedom forever seemingly Vivints third-party resource for solar energy in my area. I had a site visit scheduled last week the gentleman came out, was completely unprofessional did not treat my house, as if it was his own. The straw that broke the camels back was when he decided to drill into my shingles in my roof and did not properly caulk them but the worst part of it is that he never received approval from me or consent for me to drill into my roof. Why on earth would he do that and why would he not say anything about it? I had to call a roofer and have him come in and take a look at my roof . He let me know that they were two holes as well as an issue with a vent cap on my roof that needs to be replaced as well. It seems like he might have grabbed it to keep his valance. I dont know but not OK and I need this rectified as soon as possible and I am not calling freedom forever because I called them over 10 times over the last week and the phone rang for about 25 minutes each time I dont have an hour to sit on the phone every day. Praying that someone will answer the phone. I think its ridiculous. Im very very upset and this is not looking good for Vivint.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18475990
Complainant: *************************
Vivint Account #: *******
Date of Agreement: November 16, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he received calls from Freedom Forever after his Vivint security installation. He states that the Freedom Forever representative who came to his home did not treat his home with respect and drilled holes in his roof without permission. He states that there are two (2) holes and damage to a vent cap on his roof that now need to be repaired. **************** desires to have his roof repaired and removal of the Vivint system or a discount.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has offered a $10 discount on the Vivint security monitoring monthly rate for twenty-four (24) months.
Vivints records indicate that **************** is working with a claim team from Freedom Forever to get the concerns regarding damage to his roof resolved.
**************** 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,Customer Answer
Date: 12/06/2022
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:11/29/2022
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.
Been a Vivint customer since October 2016. We finished our contract and went month to month. At the end of October 2022 I called into cancel. After having to explain to 3 different people WHY I wanted to cancel, sat through multiple offers to stay, I was told I had to cancel in writing. Instead of wasting 30 minutes of my time, they could have told me that up front. I sent in the email request Oct 31st and received confirmation of receipt Nov 2nd. They charged my account Nov 5th. 10 days later I jumped into chat fir an update only to be told it could take 30 days to process. On Nov 28, I got back into chat and waited 30 minutes asking for an update. I was told I had to call AGAIN. 5 people to cancel a no-contract service? Vivint is harder to leave than a cult. I want my service cancelled and my money returned for November. Next step is legal action. I don't have time for these gamesBusiness Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18475749
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 11/4/2016
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he requested cancellation in October 2022,however, his account was charged in November. **************** requests a refund.
To assist ****************, Vivint has issued a refund of $32.41 which should be received within 7 business days.
Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement) on November 4, 2016 which states that service will continue month to month after the initial term, unless cancelled in writing no less than 30 days before the next renewal term (Section 2.1). A written notice of cancellation was received on October 31, 2022 and Mr. ******* account was charged within the 30-day period on the usual scheduled date.
Despite the information mentioned, Vivint agrees to the resolution above.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 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.
Sincerely,
*********************Initial Complaint
Date:11/28/2022
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.
Paid ****** over 4 months while company promised Id be deferred until February had both citizens pay and Vivint on 3 way call Vivint supervisor refused to speak with me to have issue resolved expect a call from supervisor tomorrow 11/29 company has caused me issues for months.Business Response
Date: 12/02/2022
December 2, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18474578
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 3, 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:11/28/2022
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.
Roughly two years ago I moved from my house and requested a cancellation of my plan. Vivint has continued to charge me despite having not lived in the home and refused to refund past payments. Vivint explained on the phone that they did receive a call and request to cancel but stated the request was not official and as such will not be refunding my money. Vivint was aware I was no longer living at the property and wanted to cancel the policy but chose to keep charging me roughly $50 per month. It wasn't until the third call that they stopped charging me but refused to take any blame in the matter. I am only seeking the money be returned from the original date which they have on file that I had called in to cancel the membership.Business Response
Date: 12/06/2022
December 6, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18473444
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 11/4/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he requested cancellation in October 2020, however, his account has remained active. **************** further explains that he no longer lives at the location and the new homeowner has opened a new account.
At this time, Vivint is willing to cancel Mr. ******* account without penalty.Additionally, a refund of $1,409.69 has been issued and will be received within 7 business days.
Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement) on November 4, 2017 which states that service will continue month to month after the initial term, unless cancelled in writing no less than 30 days before the next renewal term (Section 2.1). A written notice of cancellation has not been received by **************** and as such, his account has remained active.
Despite the information mentioned, Vivint agrees to the resolution above.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had Vivint home security for a few years and we were selling our house so I called to cancel the service. I had sent an email in to cancel, got a reply and then was told I'd need to call in. I called in around 08/10/2022 and spoke to a girl who told me I would have an early buyout of $290.29 but I'd first have to pay off the citizens one loan for the equipment. She transferred me to Citizens one and stayed on the line. I paid Citizens One $173.60 and they confirmed with the girl that it was paid so she processed my payment of $290.29. Now, almost 4 months later I start getting a call daily from a phone number so I finally answered it and they said they were from Vivint and my account was past due and I owed $170. I thought it was a scam because when I had Vivint it was set up on auto pay and I hadn't had a charge from Vivint since August. I hung up and then called Vivint directly to which I was told, yes, your account is still active. They said the could see notes from August but had to transfer me, then that person looked at the notes and saw the same thing and then said they had to transfer me. The last person looked at the account, said she had to talk with her manager as to why the cancellation didn't process and put me on hold. She came back a couple times, once to asked me exactly what process I went through to cancel....even though she had just told me she saw notes that there was a cancellation request. She put me on hold again. An hour and 20 minutes into this from when I called she came back on and said she'll have to send it to escalation to see about getting the account cancelled but can't guarantee that I won't owe the $170 because it wasn't cancelled right the first time. How can this even be legal? All I want is the account cancelled and them to stop calling me and telling me I owe them $170 for a service that they didn't cancel, even though they have notes that it was supposed to be cancelled.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18472945
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 5/1/2012
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he previously cancelled his account in August, however, his account has remained active.
Vivints records confirm that in August of 2022, **************** made the necessary payments to cancel his account. ****************** account has wrongfully remained open. As such, Vivint has cancelled ****************** account. **************** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/28/2022
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 think these people have me signing a contract I did not sign in 2020. I was trying to see how many more months? Then I find out I resigned a contract in 2020. Now I know that did not happen. They sent something they said I signed. I did not sign that. So now the legal department is going to call me. I am really upset. I called them to find out how much to get this bill done. Then out of the blue. They call me back the same day. Then I said not my signature. They can't switch me to the people I need to talk to. I have to wait for 2 to 3 days. BsBusiness Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18472833
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 9, 2008
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she tried to see how much was left on her contract and was told she signed a new contract in 2020. **************** states that she did not sign a contract. **************** desires delivery.
A Vivint representative has spoken with **************** in efforts to resolve this matter. **************** has sent in a copy of her drivers license for a signature dispute. If the dispute is approved Vivint offers to waive the remaining monitoring contract and equipment line of credit with no fees or penalties to ****************. If the dispute is denied Vivint will waive the remaining monitoring contract and associated fees, **************** will remain responsible for the remaining costs of the equipment line of credit.
Vivints records indicate that Ms. ************ the original Purchase and Services Agreement (Agreement) on May 9, 2008. Records show that May 2020 and upgrade was performed on the equipment where **************** signed a renewal of her Agreement. Records show that **************** contacted Vivint in January of 2021 to request cancellation due to health issues and were made aware of the agreement. November 28, 2022 **************** contacted Vivint to let them know she was unaware of the agreement extension and accepted an offer of $15 off for five (5) months.
With the above information Vivint has agreed to do a signature dispute on the Agreement and the resolution will very upon the results of the dispute. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/28/2022
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.
Unaware of 5 year contract. I have never agreed to a service contract with vivint. I was told I could cancel services at anytime by the salesperson. I have sold my home and no longer able to have service as I am in an apartment. I paid $3000 out of pocket for the equipment so should not be in any type of contract.Business Response
Date: 12/05/2022
December 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18471267
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: November 9, 2021
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 cancellation of the remaining monitoring contract and its associated fees, upon receipt of the equipment payoff confirmation. ****************** 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 Legal
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