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
- 8,041 total complaints in the last 3 years.
- 2,794 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:11/21/2022
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 to call them several times regarding our service not working properly well receiving very bad customer service and equipment not working properly ! We even had someone break into our home because the equipment was not working properly! we should have to be calling them over and over for the same problems! same scenarios as ****************** I just want them to cancel out what I owe them and cancel my services they have very bad service and bad out-of-state customer service that I have to yell and say other things to them to try to get my needs.Please help us.
Business Response
Date: 11/25/2022
November 25, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18446648
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 2, 2020
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve her concerns. Vivints record indicates that a technician was dispatched to **************** home on November 23, 2022. ************** was also offered a downtime credit for the inconvenience. ************** 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 LegalCustomer Answer
Date: 11/28/2022
Good morningI did call her back, stated it was a holiday would not be available till this week**************************************;
Business Response
Date: 11/30/2022
November 30, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18446648
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 2, 2020
To Whom It May ***************** have reviewed the additional information provided by *********************************** and appreciate the opportunity to respond.
At this time, Vivint is willing to cancel **************** Agreement however, she is still responsible for her equipment loan.
Vivints records show that ************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $44.99, and total equipment fee of $1,536.92 that was financed through Citizen One, plus applicable taxes during that term.
A legal representative from Vivint spoke with ************** on November 29, 2022. ************** expressed that she sent away the technician that was sent to her home on November 23, 2022, as she is not happy with Vivints services and customer representatives. She then requested cancellation of her account and forgiveness of her past due balance. Vivint let ************** know that her past due balance had been forgiven and that her account can be cancelled without penalty. ************** decided not to go forward with cancellation of her account as she does not wish to be responsible for her equipment loan.
Vivint agrees to the above resolution. ************** may contact Vivint if she wishes to cancel her 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:11/20/2022
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.
Ever since I have had vivent there have been nothing but problems. The equipment costed me over **** Dollars and every time it goes offline I am threatened with a trip fee. This time the agent refused a supervisor or to further assist me after putting me through a 30 minute circus of going up and down the steps and outside just delete my camera and to not be able.to even get it back online. The waits are over an hour they are heavenly outsourced and at this point I'd like a refund and for them to pick up all their equipment . Why pay for a surveillance system that never works ! There are sexual predators amongst teen thieves in my area and I want to feel some form of protection ! Either have a real technician replace and repair my equipment as well as place it where a average height adult can reach it (which shouldn't be the case) or give me my money back and cancel your horrible ****** serviceBusiness Response
Date: 11/22/2022
November 22, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18442507
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 27, 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 send a technician to the home to resolve all system issues and to apply three (3) months of free service. ************** may contact Vivints representative directly if he 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: 11/22/2022
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:11/19/2022
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 2021 I canceled my Vivint monitoring service since I was moving from ***** to ********. I never restored monitoring services with them yet they started charging me again on April, May, and June of 2022 for a total $149.16. When I called them, they informed me that they did not know why they started charging me despite me having canceled the monitoring service. They offered ne a credit since, according to them, I had not let them know of the discrepancy sooner. They instead offered me a $20 credit, which I refused to take since I do not want their services. The issue appeared to be resolved since I decided I would just take the monetary loss. However, on November 9th, they charged my bank account again for a total of $205.63. I reported a problem to my bank account and have temporarily received a credit while the bank investigates. However, I would like for them to stop trying to charge me and leaving voicemails in my phone daily. I had to block their number since they continued to contact me about restoring services. I don't know who is processing these payments when they can clearly see that I am not subscribed to their monitoring service and would like to pursue a resolution to not only receive a full refund for the charges in November ($205.63) ,but not for the amounts they stole from me in April, May and June ($149.16 total).Thank you very much for your time.Business Response
Date: 11/23/2022
Tell us why here...November 23, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18440101
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 1/11/2020
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he requested cancellation of his account in June of 2021. He further explains that his account has continued to be charged. ****************** requests a refund.
At this time, Vivint is willing to cancel Ms. ******** account without penalty.
Vivints records show that ****************** signed a System Purchase and Services Agreement (Agreement) on January 11, 2020 which states that service will continue month to month after the initial term of 60 months, 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 this information, Vivint agrees to close his account. A refund is not warranted due to the information listed 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:11/19/2022
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.
We had vivint security system at our old house in ****************. We sold the house in 2021 before finalizing the contract my fiance *************************** called Vivint to inform them we were in the process of moving to a new house and how would they like us to proceed with the security equipment that we still had a loan on. Per Vivent employee he was told to leave the security system with the house **************** at our new location vivint would come out and install a new security system and we can resume the loan once the new equipment was installed. It has been over a year since we have moved and we have contacted vivint over 10 times and they refuse to rectify the error that was made by one of their own employee. They told us we shouldn't have left the equipment at the old house and that now we still owe them over **** dollars for the equipment left over at the old house. The only way they would wave that balance is by BULLYING us into a new contract. We have even reached out over and over again to have a new security system installed at the new house and again it's been over 1 year and we don't have a new system like they promised only phone calls wanting their payment for a security system we were told to leave behind. This company has broken their contract over and over again and will not honor anything they stated. They don't keep any of the real notes we talk about only what is convenient to them as documentation. Being bullied into a new contract is absolutely unacceptable. It is not our fault the company doesn't train their employees properly and they made a mistake on their end but now they still want us to pay them for something we don't have. Absolutely horrific and they should be looked into.Business Response
Date: 11/22/2022
November 22, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18439812
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 9, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. and ******************* in order to assist. Vivint agrees to cancel ****************** account and financing with forgiveness as a courtesy. ****************** may contact Vivints representative directly if he 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: 11/22/2022
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:11/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 13 2022, I called vivint to see about cancellation of our service and see if I owed any payments on our equipment. We are an active duty military family and we were on our way out of the army. I was told we do not qualify for the military buy out of our contract and will have to pay the remaining balance, which I paid $393.96. I also was originally told that I do not have to pay off any equipment and sent the notice of cancellation via email with all of the documentation. In early October I called again because I had not heard anything back from the cancellation request and was told that the team was working on it, but it would take up to a month and if I saw a charge it would be prorated. On November 9, I was charged again for $67.22 and asked what the hold up was. I spoke to 4 different people all with different stories and then was told that I do in fact have to pay off my equipment of $368.22 and sent another request to cancel by email. Then on November 16, I receive an email saying that my cancellation did not go through because of a reason (which when I called no one could tell me the specific reason). I was also charged an additional $358.19 without my approval for a contract buy out which I did in September already (from Sofia from loyalty department). I finally spoke to a Hannah (from loyalty) who said that my credit will be returned to me and she would expedite my cancellation that day. She also said Vivint made a mistake and that my Sept request to cancel never went through due to a Vivint error. I called on November 17 to see if the cancellation had gone through but the tech said that it could take up to December 9 to hear back. So far I have been charged without cause, lied to, and am completely shattered to see how Vivint treats active duty families. I would like a refund of $134.44 for the months of October and November and the $358.19 for the extra charge of the contract buyout. I would also like my contract to be canceled immediately.Business Response
Date: 11/22/2022
November 22, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: May 9, 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 cancel the account effective September 14, 2022 and provide a refund of $491.96. 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 LegalCustomer Answer
Date: 11/28/2022
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:11/18/2022
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 had this service for the past 5 years and 5 months. After 5 years my contract was over. The price of my monthly charges were to be decreased to $45 a month instead of the $60 a month. The price did go up to $65 a month but I understood due to the inflation. However, My contract has been completed this summer and still paying full rate. I asked for a refund, and was told they could not, and only decrease my monthly rate. I decided I wanted to cancel, however, was placed on hold for over an hour and still waiting to speak to someone.Business Response
Date: 11/23/2022
Tell us why here...
November 23, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18437694
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 7/16/2016
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that she was promised a reduced monthly rate of $45.00 after her initial term. ******************** further explains that her rate was never reduced and she is requesting a refund.
At this time, Vivint is willing to refund ******************** her overpayment since July in the amount of $112.35. ******************** will receive her refund within **** business days.
Additionally,Vivint is willing to lower Ms. ********* monthly rate down to $45.00 permanently if ******************** would like to keep her account active. A representative from Vivint has contacted ******************** via email to discuss her options.
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:11/17/2022
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 contacted Vivint customer support three times via phone in which I was placed on hold for over an hour. I had to hang up because I work full time and can not sit on hold all day with customer service reps. A couple of months ago in May, my family sold our house and moved. Due to local regulations in my county, anything on the walls such as devices can not be uninstalled and moved once the home is sold. This included the Vivint panel. The laws in my jurisdiction required me to leave the panel in the old home so there is literally nothing I could do about moving it. So I am not physically in possession of the panel but Vivints team is more than welcome to come uninstall it and take it back. Furthermore, we were not satisfied with Vivints service as a home security system. Towards the last few months of us living in the home, nearly ALL of the sensors on the doors and windows started to fall off, die, etc. The sensors are the only things that are in place to trigger the alarm when a door or window is opened, so essentially, we had no security system in place for the last five months we lived in the home yet we were billed for Vivints services anyways. One should NOT have had to pay for a service they never received.I am requesting that my account be canceled and I be let go from any contracts with Vivint or associated banks that deal with Vivints equipment. I have tried to reach out to Vivint for MONTHS about this issue to no avail. The last time I spoke with a rep, he told me that the service could be canceled (in 30 days) but I would still have to pay off the Vivint panel in the home. I am NOT going to be paying off any devices that I am not using and it is absurd that Vivint would unlawfully require a customer to do so.I really hope that ********************** will work with me to come to a resolution because I do not want to have to turn this case over to my contract lawyer and escalate this even farther.Business Response
Date: 11/23/2022
November 23, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18432332
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: March 31, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she sold her home in May and that the system could not be uninstalled due to regulations in her area. ************** states that she was also not satisfied with the Vivint system, due to system issues. ************** states that she did not have services for the last five (5) months she lived in the home due to system issues and should not have to pay for a service she did not receive. ************** desires modification / discontinuance of an advertised claim and a refund.
A Vivint representative has spoken with ************** via email in efforts to resolve this matter. Vivint is currently conducting a signature dispute with the signature on the contract due to **************** claims that her parents signed her name to the contract. If the signature dispute finds these claims valid Vivint offers to forgive the remaining monitoring contract and equipment loan with no penalty to ***************
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on March 31, 2020. Records show that July 9, 2022 ************** contacted Vivint about the new homeowner taking over her account. July 25, 2022 records indicate that ************** contacted Vivint requesting cancellation information for her account due to the new homeowner not taking over the account. Records show that November 17, 2022 ************** was provided with the cancellation procedure, such as buyout information and how to properly send in the required Notice of Cancellation.
With the listed information above, Vivint offers to provided cancellation with no penalty to ************** if the signature dispute claim if found valid. ************** 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:11/17/2022
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 company double charged my account for more than a year, Ive been trying to get my refund back for more than a month and every time I call they give me new different information. *** asked to speak to managers supervisors with no luck as they say they will call me back but never do. The refund amount is almost a $1000.00 dollars and ** still trying to get my money.Business Response
Date: 11/23/2022
November 23, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18432091
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 5/7/2021
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that her account has been double charged for some time. ******************** is requesting a refund of the charges.
A representative from Vivint has contacted ******************** via phone. A refund of $928.00 has been issued and should be received by ******************** within 3 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:11/17/2022
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 repeatly called me to set up an appointment to change out the cell system in my security system panel. I agreed and they set up an appointment for October 29 where I was to sit at home and wait from **** that day. They never showed or called to cancel. I called back and they informed me that there wasn't anyone available to take that repair. They made another appointment for November 15. Sometime between 8-5. Again I take time off work to sit at home and wait. They never showed or called to cancel. I called yet again and they offered another appointment. I asked to talk to a supervisor. I have now called 6 times each time I ask for a supervisor and sit on the phone for 45 minutes to be told there is no supervisor available. They tell me the supervisor will call me back within 24 hours of which they have not and only offer to yet again set up another appointment.Business Response
Date: 11/22/2022
November 22, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18420355
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 9, 2015
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. Vivint is willing to schedule an appointment for ******************** as soon as one becomes available. In addition, her past due balance of $70.58 has been waived. ******************** 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:11/17/2022
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 were sold a Vivint smart home security system and a major sales point was that if we moved from our current house to a new one we would not need to move the equipment, instead we would simply leave it and the equipment would be reinstalled in our new residence. When we sold our house we left the equipment and when I called to pause the service they told me that I would have to repurchase the equipment for the new home if I had not scheduled to have the equipment removed from my previous home. Which completely contradicts what we were told in the sales process. We currently still owe $873.28 on the equipment that we will not be able to even keep. I would like that balance cleared.Business Response
Date: 11/22/2022
November 22, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18420093
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 13, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is working with ************** regarding a credit and account status. ************** may contact Vivints representative directly if he 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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