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
- 7,989 total complaints in the last 3 years.
- 2,763 complaints closed in the last 12 months.
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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:09/16/2022
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.
A Vivint Sales person used deceptive sales tactics to persuade me into transferring my security service over to Vivint from ADT (08/20/2022). The Sales Person specifically told me ADT equipment, and Vivint's system were compatible. Vivint only offered a 3 day trial period, where you can cancel service, and return equipment, at no cost to the customer. During the 3 day trial period, I did not identify any deficiencies with the system. On 9/14/2022 I tested the system, due to criminal activity occurring in my community, and to my dismay, none of my security sensors on my widows were working. Upon further testing of the system I identified several deficiencies this lead me to believe ADT equipment is not compatible with the Vivint system, which was the sales persons main selling point, as I expressed I did not want to purchase anymore equipment.I spoke with over (5) different **************** Reps at **********************. They would place me on hold for long periods of time, until the call failed. Then, I would have to start the complaint process over with a new **************** Representative. I spoke with the Sales Person *******, she kept insisting the system was compatible and that perhaps the settings needed to be adjusted. At this present date 9/16/2022, they have offered 4 sensors free of charge, which is not sufficient to secure my home. They have informed me that I have to pay $2,100.00 (which is the cost of the equipment Vivint installed) in order to break the contract.
Business Response
Date: 09/22/2022
September 22, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18038041
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 19, 2022
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************, and she reported that the technician appointment on September 21,2020 resolved her concerns. ************ 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:09/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been trying to cancel our Vivant Security service since last March 2021. We sent a cancellation of Service to ************************** on 3/4/21 and did not hear anything from them. We have been very dissatisfied with service and trying to get someone on the phone to help. We were told recently to send cancellation notice to ********************* after being passed to three customer service representatives, the email did not go through. We have told them we are not responsible for any payment beyond August 17, 2022. We do not authorize them to take any auto payment from my account. This payment has still come out of my account just this past month. The inability for us to solve the simple cancellation is typical of the lack of customer service which is why we are cancelling. The account #*******.Business Response
Date: 09/27/2022
September 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18024544
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: July 20, 2012
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 cancel the account effective September 22, 2022. Vivint has also cleared the past due balance of $69.93. ****************** 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 LegalInitial Complaint
Date:09/16/2022
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.
From the start when they approached my home with vivnt system I was told they will do a soft credit check and it won't affect my credit score. They moment he completed the credit check I got an inquiry on my credit report anyway. After they installed the system I noticed my wife walked out the door and never disarmed the system. The sensors was not activated, so from the start the system does not alert of us if there is a break in. I tried to cancel and they gave me the run around until I was pass there deadline to cancel the system. They told me I was locked into this contract for 50 something months, and the only way to cancel is to pay over $3000 dollars upfront. For a system that never worked from day 1.Business Response
Date: 09/23/2022
September 23, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18036628
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 7/12/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that he is dissatisfied with the equipment and service. ************** further explains that he was unaware of the credit check that the third-party finance company was required to conduct. ************** requests cancellation of his account.
At this time, Vivint is willing to cancel Mr. ****** account and line of credit without penalty upon receipt of the equipment. ************** will also receive a full refund. A representative from Vivint has contacted ************** via email to schedule an appointment for the system removal.
Vivints records indicate that prior to the installation of any equipment, ************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ************** completed the required Pre-Installation Survey on 7/12/2022.
During the recorded Pre-Installation Survey, ************** represented that he understood and agreed to the initial term of 60 months. He also represented that he would pay a monthly services fee of $56.47,plus any applicable taxes, during that term. Further, ************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. ****** representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
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:09/16/2022
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 scheduled a security system install over the phone and they took a deposit from my credit card. they never came when i was home to install it, didn't return multiple phone calls then a week later they tried scheduling an install. The customer service was atrocious and I no longer want to purchase anything from them. I've communicated with multiple representatives and they're refusing to refund my money.Business Response
Date: 09/22/2022
September 22, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18036618
Complainant: ***********************
Vivint Account #:*******
Date of Agreement:9/16/2022
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that equipment has not been installed in her home and she no longer wishes to move forward with the installation. ***************** is requesting a refund of the monthly payment that was deducted from her account.
Vivints records do confirm that ****************** has not had any equipment installed in her home. Additionally, ****************** has not signed a System Purchase and Services Agreement (Agreement). As such, Vivint has refunded ****************** $39.02 which she will receive within **** business days.
A representative from Vivint has contacted ****************** via email. If ****************** has any questions or concerns regarding her refund, she may contact the representative.
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:09/16/2022
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.
Tried canceling Vivint services over 12 months ago. Vivint continued billing my credit card for 12 more months until I called again for cancellation. Never signed a contract only month to month service Service # S-******* Charged additional $600 for services from Vivint that were cancelled over 12 months ago.Business Response
Date: 09/19/2022
September 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18036507
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: February 2, 2017
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she attempted to cancel her account over a year ago and has been being billed ever since. ******************** states that she that she never signed a contract and has been charged an additional $600. ******************** desires a refund.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint offers to backdate the cancellation to October 27, 2021, upon the receipt of the Notice of Cancellation as requested.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on February 2, 2017. Records indicate that ******************** gave verbal permission for the new homeowner to take over her account instead of choosing cancellation. Records also indicate that the new homeowner choose to start a new account instead of taking over the account of ********************. Records indicate that there has been no further request for cancellation.
Despite the information listed above, Vivint offers the cancellation of the account. ******************** 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:09/16/2022
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 employees continue to lie and say there equipment will detect things such as vehicles which they do not. I was sold on the premise that they would notify me if someone was getting into my mailbox. Little did I know that this only happens when its a person not in there vehicle. I was also promise a chime for our downstairs stairs because we cannot hear the doorbell from the tablet that was provided. I have spoken with several different employees at which all have conflicting information. Some will tell you the pro cameras will detect vehicles and some will confirm that they do not. I want this equipment removed from my home and my contract voided without penalty due to the severity of the lying that has occurred.Business Response
Date: 09/21/2022
September 21, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18036364
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: August 2, 2022
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 provide full cancellation of the account. A technician has been set to remove all equipment. Upon retrieval of the equipment Vivint will provide a full refund as well as closure of the equipment line of credit. ******************** 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:09/16/2022
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.
Entered by BBB staff LO Consumer states when she purchased the system, 7/26/22, she was shown a video about how the system works. The consumer states she was never told how much anything would come to and she was never asked how she wanted to pay. The consumer states she later found out Vivint opened a line of credit for payment of the system without the consumers consent. The consumer contacted the business and asked about this and they asked her if she watched the video, she said yes, it was only showing how the system worked. She called the business on 8/8/22, to cancel and was told by a loyalty department employee, ***** ID#******, that if she decided to stay with them they could change the price to $599.00. The consumer has nothing in writing other than a copy of something saying the system is $4000.00 instead $599.00 like she was told over the phone. The consumer has asked for a physical copy of the original contract she signed. She states they also had to send 3 different people to her home to clean the mess the first tech left.Business Response
Date: 09/21/2022
September 21, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18029954
Complainant: *******************************
Vivint Account #:*******
Date of Agreement: 7/26/2022
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she was told her equipment loan would be lowered to Vivints $599.00 package. ****************** further explains that she has not received a copy of this paperwork. ****************** requests that Vivint send the paperwork to her mailing address.
Vivints records indicate that Vivint has agreed to lower ****************** equipment package to $599.00. Additionally, Vivint previously sent ****************** the paperwork via email. Vivint is now in the process of sending ****************** her paperwork via US mail.
A representative from Vivint has contacted ****************** via email. If ****************** has any questions or concerns regarding the status of the paperwork, she may contact the representative.
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:09/15/2022
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 Vivint for home security. I received a call July 20 from a rep offering a panel upgrade, reduced price for a loyal customer and a doorbell camera. I was informed the panel would be no charge. The intall rep came and it was showing a charge for the panel. I refused installation of the new panel. Called Vivint and they couldn't locate the call or any of the documents. (I found the docs she sent but they were not what she said) I then spoke to ***** and he gave me a price of 25 per month to monitor and 9 per month for the camera. I understood him to say the panel was not charge. The tech came on Aug 30 to install and they had a panel install but no camera on the work order. Got that worked out and then was told I would have to pay now for the panel. The install tech then called support and I said i was informed I was told i would not be charged for the panel but for doorbell at a price of $9 a month. The person on the call did some work at first said 15 a month as they can't finance less than 500.. I said no. She then said $10 a month for financing. I agreed. On Sept 5 my credit was was hit for $609. I started to call and complain and after many calls was told i did agree to finance the panel and doorbell camera. ******** stated he never listened to the call but the notes from the call stated I agreed to finance everything. I wanted to cancel my service and he is saying since it has been more than 3 days after install I have to pay half of the equipment and monitoring contract. I was just seeking to get the 25 monitoring and only paying for the doorbell camera. But since they refuse so I want the system removed and my credit card credited $609 and no cancellation penalties. This was Vivint's issue not mine, Now I'm the one paying for something I didn't agree to.Business Response
Date: 09/22/2022
September 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18033655
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 13, 2012
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 refunded Mr. ****** recent payment and reduced his monthly services fee permanently. ************** 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 LegalInitial Complaint
Date:09/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have had Vivint home security for 4 years and it has not worked correctly for a single month of that 4 years after multiple attempts to have the equipment fixed or updated it still does not work. Over the last two weeks I have come home 4 times and the front door has been unlocked even though I locked it when I left. After calling them twice all they did was tell me I needed to buy more products and then when we did finally get someone to "help" with a cancellation they changed the price quote to cancel twice and then hung up on us and when we tried to call back it would ring the automated service would answer and then it would immediately hang up again.Business Response
Date: 09/22/2022
September 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18033599
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 3, 2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has cancelled Ms. ****** account and refunded her recent payment. ************** 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:09/15/2022
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 approximately 1/14/2022 a salesperson came to our door and was soliciting for a home security system we came to a agreement and within minutes the installers arrived and installed the equipment, and all was well. within two months we had a problem with the service and called to have them fix it, they said that they would have someone come out. one month later i called and asked them when they were coming to fix the problem. at that time they told me that they had no one in the area to fix it and they let me know when they have someone to work on it. After 3 months I called again to report no one has showed up at that time they gave me a 3 month credit for the payments and told me they would have someone out soon. Now it has been 5 months not working and I called the company and asked them to come get the equipment and stop billing me. They told me they would get on the problem immediately and would call the very next morning to schedule an appointment, no one has called back or showed up. I do not want to work with a company that will not keep their word.Business Response
Date: 09/21/2022
September 21, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18031312
Complainant: *******************
Vivint Account #: *******
Date of Agreement: January 13, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that within two (2) months of installation he began having issues with his system. He states that he called Vivint and was told there would be someone out in a month to resolve the issue. ************ states that he called a month later and was told there is no one in the area to fix the issue, that Vivint would let him know when someone was available. After three (3) months ************ states he called again and was given a three (3) months credit and that there would be someone out soon for the issue. ************ states it has been five (5) months and he has now requested to have someone to remove the equipment and to have billing stopped. ************ states that he was told the issue would be handled immediately and that he would be called the next morning to set an appointment. ************ states that no one has called or showed to fix the issue. ************ desires a refund.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint has offered to cancel the account and waive any associated fees with the monitoring contract and equipment line of credit.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on January 13, 2022. In section 3 of the agreement, it states that Vivint does not warrant that the system will always operate properly or detect. Vivint records state that they have notified ************ that there are no technicians in the area and have applied a $100 credit to the account.
Vivint has offered cancellation of the account 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: 09/21/2022
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,
*******************
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