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
- 7,968 total complaints in the last 3 years.
- 2,754 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:08/23/2022
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 called Vivint to cancel my account in May 2022. The equipment was paid off Jan 2020. They didn't cancel until the end of July after me calling to find out why they are still billing me. I paid the outstanding balance and called to make sure there was nothing else needed so they can complete the cancellation process. They sent emails saying the account was cancelled and sent me a bill for Aug 2022 - Sep 2022. I called to ask why am I getting billed and was told I had to go through the process again. After raising much h*** a young lady verified everything was paid in full and said that she would push the cancellation through. I am writing to make sure that this cycle does not happen again. It seems like a scam to keep you paying for a service you do not want. I will also be seeking legal console to see what can be done if this account is not cancelled. I never want to deal with this company again.
Business Response
Date: 08/30/2022
August 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17756012
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 11, 2017
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 notified ************** that her account is cancelled, and she can disregard the bill received as there is no balance on the account. ************** may contact Vivints representative directly if HE/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:08/22/2022
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 07/26/2022 we were contacted by a salesman about vivint and accepted based on the fact my wife wanted a system and there was a 3 day trial if we liked it. We paid ******** and canceled on the third day after cancellation they tried to get us to take a survey and we didnt want to take it so hung up. Multiple calls later and text support chats they told us about a week and a half later the cancellation didnt happen. We then asked for phone records and were told 3 time that they could and would be sending us the phone record. We never got them so called again. We were then told they would not release phone records until they got subpoenaed.Business Response
Date: 08/30/2022
August 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17755077
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 26, 2022
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 set up an appointment to retrieve the equipment. Following this, Vivint agrees to cancel Mr. ****** account and financing and refund any payments made. ************** 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: 08/30/2022
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:08/22/2022
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 attempted to cancel my account with Vivint for over 8 months beginning in January. I am out of contract. Every sensor has failed on the security system they sold me and no longer works. The company refuses to speak to me over the phone unless I have a "verbal password" which I do not remember. I asked for the password to be mailed. They said it would be mailed. Instead it was not mailed and I received endless charges from Vivint and their subsidiary Citizens for a doorbell camera. My account number with them is *******. I want the account canceled as requested and all payments refunded since January 2022. This is unacceptable that they have called my phone every day for six months only to hang up on me because I don't have a verbal password. If this is reported to any credit bureau my next step is to report to the Attorney General for fraud.Business Response
Date: 08/30/2022
August 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17754017
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: June 22, 2012
To Whom It May ***************** have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* states that she has attempted to cancel her account several times over the past eight (8) months. She states she is out of contract and the system no longer works. Ms. ******* states that Vivint refuses to assist her without the verbal passcode on the account which she does not remember. She states she was told it would be mailed to her; it was never received. Ms. ******* states she continues to receive bills from Vivint and Citizens Bank. Ms. ******* desires a refund, collections to a credit report, and no further contact with Vivint.
A Vivint representative has attempted to contact Ms. ******* via email in efforts to resolve this matter. Vivint offers to pull Ms. *******s account from collections, waive al associated fees and the account will remain closed.
Vivints records indicate that the first documented request of cancellation was on June 1, 2022. Ms. ******* was unable to provide a verbal passcode for account validation which prevented the account from cancellation. Vivint Records show the account is in collections.
With the above information Vivint offers to pull the account from collections and waive all fees associated. Ms. ******* 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:08/22/2022
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 5/27/2019 *********************, a door to door salesman came to our home selling home security systems. We were told this equipment rent to buy not buy to own. Things like upgrading to the most up to date equipment when it becomes available were selling points but if this is equipment is being purchased how can you possibly upgrade??? As parents of 2 young children as well as living in a high crime area these sales people knew what our vulnerabilities were. It is disgusting that we were capitalized on with lies. Lies unbeknownst to us that we were locked into a contract for 60 months with no way out!! This is not a car but a home security system - no one would make purchases like this had it been clear. We have moved from a very dangerous *** neighborhood to a suburban part of upstate NY and no longer need a home security system. We are now being hit with a balance of $468.72 when we no longer live in the same home and have no use for this system. A seriously overpriced home security system that didn't catch the things we wished it had like bikes being stolen from our yard or who left footprints in the snow going up to our car doors in our driveway. The water sensors never worked properly and the motion sensor fell 2 weeks after installation. Alarms went off in the middle of the night for floods not happening. We had some peace of mind with the doorbell camera but a ring camera could have done that for a h*** of a lot less!Business Response
Date: 08/31/2022
August 31, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17752966
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 5/27/2019
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he was unaware of the 60 month contract and its term. ****************** also describes the system issues that they experienced.
At this time, Vivint is willing to cancel the ******* account and equipment loan without penalty. A refund is not warranted.
However,it should be noted that 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 survey, ********************** 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 May 27, 2019.
During the recorded Pre-Installation Survey, ****************** represented that she understood and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $48.99 to Vivint and a monthly equipment fee of $22.32 to Citizens, 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 Ms. ********************** to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Despite the information above, Vivint agrees to the resolution of cancelling the ******* account and equipment loan.
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:08/22/2022
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 paid off my equipment and loan with Vivint and no longer need their alarm monitoring service. The loan was paid off on April 21, 2021, confirmation # ***-12694497-21-1 . I have mailed multiple letters to them, and still, no response, and they keep billing my account. I want to get a refund for hem months they keep billing me. Please have them stop billing my account.Business Response
Date: 08/31/2022
August 31, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17751755
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 7/28/2020
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that she paid off her equipment in April 2021. ******************** requests a refund of all monies paid since then.
At this time, Vivint is willing to cancel ******************** account without penalty.
However,it should be noted that 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 survey, ********************** 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 July 28, 2020.
During the recorded Pre-Installation Survey, ******************** represented that she understood and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $61.15 to Vivint in addition to a monthly equipment fee of $31.13 to Fortiva, 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 Ms. *********************** to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Due to the information mentioned, a refund is not warranted. Vivint agrees to the resolution above. ******************** 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:08/22/2022
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 cancelled my contract with Vivint in October of 2020 but was still being billed. On May,25,2022 I talked with Vivint management and was told I was owed a refund of $1,114.40 for being billed without any service. Since May i have called at least 5 times and keep getting the same answers, we will work on your refund. I called again the week of August 15th and again received the same response from customer support. I have an email with managers names agreeing to pay the refund and still nothing.Business Response
Date: 08/30/2022
August 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17752740
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 4, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he cancelled his account in October 2020, but continued being charged. ************** states that he contacted Vivint on May 25, 2022 and was told he would be refunded $1114.40. ************** states he has not received it. ************** desires a refund.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is processing the refund for $1114.40 to ********** card on file. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Vivints records show that ************** signed a Purchase and Services Agreement on July 4, 2019 with an initial term of sixty (60) months. Vivints records indicate that ************** contacted Vivint on October 5, 2020 about cancellation of his account and provided confirmation of the equipment financing payoff. Vivints records show that ************** disputed the buyout amount and sent a notice of cancellation on October 5, 2020. Vivints records indicate that ********** account was not cancelled at this time due to the buyout. Vivints records indicate that ************** contacted Vivint on May 25, 2022 about his cancellation. Vivints records indicate that Vivints representative waived the buyout and promised a refund of $1114.40.
Vivint agrees to the above resolution. ************** 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:08/22/2022
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 When consumer first got the system in 2020 he did not have the money to pay monthly. The consumer paid $2000.00 in full for the cameras. He states they did not work how they should. He told business he was going to return the cameras. They came out to his home again and encouraged him to get the system again and they could get the bill down to $60.00 a month. The consumer was with the company for 2 years and they called and told him the contract was up. He states he was still being charged for the cameras. The business told the consumer this was a mistake because he paid the cameras off and he would be reimbursed for what he had been paying. The consumer continues being billed $60.99 a month, plus a fee of $66.59 for Citizen (consumer said this is the billing company). When he contacted the company that handles the billing he was told the cameras were $3000.00 and not $2000.00 and that is why he is still being charged. Vivint still has not corrected this with the billing company.Business Response
Date: 08/30/2022
August 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17741850
Complainant: *******************
Vivint Account #: *******
Date of Agreement: June 3, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he paid $2000 in full upfront for his cameras. He states the camera did not work as they should. ************** states that he told Vivint he would return the cameras and was encouraged to keep the system and the monthly rate would be lowered for $60 per month. ************** states he was with Vivint for two (2) years and Vivint called him to tell him the contract was over. He states he is still being charged from Vivint $60.99 and Citizens $66.59 monthly. ************** desires a correction to his bill and a refund of what has been over paid.
A Vivint representative has attempted to reach ************** via email in efforts to resolve this matter. Vivint offers to waive the remaining fees of the equipment loan for ***************
Vivints records indicate that ************** was refunded $2643.78 July 2, 2020, for the equipment that was purchased and that a loan was set for the equipment.
With the above information Vivint offers to waive any remaining associated equipment balance. ************** 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:08/22/2022
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.
The service provided by Vivent security does not work in ************* . I have contacted them on several occasions and reported it and asked for a refund for a year. I continue to call them every month and they act like they have not had interaction with me. I told them that it is illegal to try to take money wrongly. They will not mitigate the problem and continue to attempt billing me. I have reported this every month for over a year. The company is consistently ignoring my reports and harassing me. Vivent home security does not nor did it ever work accurately in West Virginia. I want a refund and the bill ellimenated ! Thank you for your time.Business Response
Date: 08/30/2022
August 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17661940
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 15, 2020
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 pull Ms. ******** account from collections and to waive any associated fees and provide a refund of $250 which ****************** can expect in up to 14 business days. ****************** 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:08/22/2022
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 7/8/2022 (Vivint has 7/9/2022) I cancelled my account with Vivint (which I had since 2014) with the appropriate document and verification that it was cancelled. They acknowledge that the account was cancelled on that date, however, as of today, 8/22/2022, it still exists. They sent me a bill for service for 7/15/2022 to 8/13/2022 . I called and told them I was not paying it & then I was told it takes them 30 days to shut off accounts so I would then be sent a pro-rated bill instead. In all my 8+ phone calls to them, I was never told it was a 30 day process which I find absurd. As far as I'm concerned, I closed the account on 7/8/2022 & I owe them nothing. More importantly, I need help to have them close this account once & for all. They are supposed to email me when process is complete. I am still waiting. Thank youInitial Complaint
Date:08/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a customer with Vivant for a really long time. The amount of time the system has worked for us over the years is about 2 months. I have not been able to log in to my account for the past year becuase the alarm goes off in the middle of the night every night its armed, and I have a baby at home that wakes up every single time. This company from day one has been a nightmare. Ill give a quick run down. First Installer - only hooked up half the window alarms and had issues arming alarm, he unplugged freezer to hook up camera ruining over $500 worth of food, the doorbell never worked, had to go though other company to hook it up, the front door auto lock worked for 3 months, then we had to remove and by another one at *********** I called about 5 months ago trying to cancel they told me I could cancel in Aug with not penalty. Now today I spoke with someone from god knows where. He said his ID was ****** he told me I owe $393.18. lol the funny thing is it was lower when I called 5 months ago. This is the worst company I have ever done business with. I have never had a good experience with them. On the sales call the sales rep told me all my old equipment from ******* I could use for the windows and doors. Well they lied too and I had to by all the equipment.Business Response
Date: 08/30/2022
August 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17750439
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: February 23, 2018
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ******************** to resolve his concerns. ******************** may contact Vivints representative directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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