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
- 7,955 total complaints in the last 3 years.
- 2,752 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:08/11/2022
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.
It has been a non stop issue from the time the sales rep came to my house. He tried to sell us security cameras and we agreed under the condition my finance was the primary person on the account, not me. Then when it came down to it, they ended up making me the primary account because my credit was better than his and I NEVER AGREED TO IT. So since my fianc signed it but they made me the primary person, I complained to the BBB before and someone from vivint reached out and agreed that they messed up so they had brought the security camera from the third party and gave it to me to keep it. I assumed the account was shut down because I was done with it. It been nothing but problems. I been calling to try to cancel the account and even get refunded for all the "service charges" and the representatives are rude. I need someone to call me as soon as possible, and get this resolved once and for all.
Business Response
Date: 08/18/2022
August 18, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17706251
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 18, 2021
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. At this time, Vivint agrees to cancel Ms. ************ account without penalty and no refund is warranted. ************************** 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:08/11/2022
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 vivint cameras and sensors at my home stopped working I had to contact support and the made an appointment on 8/4 and I took a day off work for this. Technician came stated he didnt have a ladder high enough and left. I then scheduled another appointment for 8/11 and the technician no showed. I took two days off work for this. I called they stated nothing we can do pay the ****** to get out of the contract. Never once given another option. Taking two days off in this economy is hard enough then to have either no service and no one show up to service is horrible. My alarm doesnt even work but Im still paying my monthly charges. I dont understand how this company can do business like this. I want to be able to fill safe and secure in my home and expect to receive the services Im paying for and for someone to show up at my home and do the work needed to get it in working order. Now sure if the BBB can help but please try.Business Response
Date: 08/19/2022
August 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17705393
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 12, 2021
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. Vivint has applied a 2-month downtime credit to **************** account and is willing to reschedule another technician visit. ************** 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:08/11/2022
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 initially talked to a sale rep referred by Spectrum. However, I decided to not purchase Vivint System at that time. Then I kept getting harassing texts about installation dates. I asked to be put on a do not call or text list. I keep getting frequent text messages. How do I stop from being harassed? I have request at less three times but still get texts. Please advise.Business Response
Date: 08/19/2022
August 19, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17704929
Complainant: ************************************
To Whom It May ***************** have reviewed the information provided by **************************** and appreciate the opportunity to respond.
In his complaint, ***************************** requests that Vivint no longer contact him via phone.
Vivint has added ****************-meesigs contact information to the Do Not Call list. Vivint apologizes for any inconvenience this may have caused.
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:08/11/2022
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 college kid stopped by on 7/13/22 selling alarm systems with Vivint. I specifically expressed concern about signing a contract, and he responded that I had 60 days to try it out for free so there was no risk. He also promised installation that day. The install tech arrived after 11:00 pm, so we rescheduled for the next day. He arrived late and I had to leave town, so he was there with my wife and children. After installing the keypad, dead bolt, and door sensors, he informed my wife he didn't have the security doorbell and would have to come back to complete the installation. He also mentioned the deadbolt wasn't aligned and he would correct it when he returned. The sales rep contacted me on 7/21 and promised installation on 7/23. He then told me at 11:00 pm on 7/23 the doorbells wouldn't arrive until the following week. He then contacted me on 8/3 to see if they could install, but I was out of town. The next tech was scheduled for8/11, but when he arrived said he didn't have the equipment he needed. I tried to contact Vivint for a full refund because it has been nearly a month without the installation being complete and without us using their security system, and they said that since I signed a service contract they couldn't issue me a refund. They also arranged financing with their bank and said I would have to pay the "loan" and half the monitoring contract, but that they wouldn't refund the purchase price. I pointed out that the contract should not have started, but they kept saying it starts when the keypad is installed and customers only have 3 business days to return the product.Business Response
Date: 08/19/2022
August 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17704334
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: July 14, 2022
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In his complaint, ********************** states that he has had issues getting the doorbell camera because it was on backorder and his lock is not aligned properly. ********************** states that he is waiting on an appointment. ********************** desires cancellation of his account.
A Vivint representative has reached out to ********************** in order to assist. Vivints representative is willing to assist in this matter with Mr. ********** account. ********************** 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 14, 2022 with an initial term of sixty (60) months. Vivints records show that ********************** contacted Vivint on August 11, 2022 about cancellation of his account. Vivints records show that an appointment was scheduled for August 11, 2022 to assist with the issues ********************** mentioned, but that the appointment was not completed. Vivints records indicate a new appointment was scheduled for September 24, ***************** this matter.
Vivints representative is willing to assist. ********************** 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:08/11/2022
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.
5 Aug 2022 requested installation for 11 Aug. 11 Aug technicians arrived for installation. The technicians said that they didn't have the equipment to install due to shipping shortage and it would be a 2 week wait. I haven't been able to contact anyone at Vivint to cancel and request refund of $69.99 that I was charged and to confirm that this will no effect my credit. I tried calling Citizens Pay ( financing for the security system via Vivint), but there are no options to speak to a "live" person. I would like a refund, cancel service, and written verification that this will not effect my credit.Business Response
Date: 08/19/2022
August 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ****** Consumer Complaint Case #: 17703780
****** ****** ****** ****** ****** ******Complainant: *****************************
****** ****** ****** ****** ****** ******Vivint Account #: *******
****** ****** ****** ****** ****** ******Date of ************************ ****** ******
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 records show that ****************** has cancelled her installation and a refund has been sent to her. Ms. ********************* 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:08/11/2022
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 did not sign a Agreement for monitoring. I only signed a Contract for the Equipment. I called in a few months ago to let them know I could not afford the the monitoring but I would keep paying for the equipment. They didnt try to compromise with me. They sent my account straight to collections. I only was told about the equipment contract. Not the monitoring contract.Business Response
Date: 08/18/2022
August 18, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17703801
Complainant: *********************
Vivint Account #: *******
Date of Agreement: August 26, 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 cancel both Vivint account and equipment loan effective August 10, 2022. Vivint will waive any associated fees with both accounts. ************ 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:08/10/2022
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 salesman came to my home to sell a home security system with viviant. I asked very detailed questions regarding wifi and etc. I was told that I had three days to cancel. The salesman did not leave a contract nor did I receive a contract the following day via mail or email. The only contact information that I had was the salesman card. On day 3, I contacted the salesman to tell him that the system did not work and I was not satisfied.I called several times and left a message with no call back. On day 4, which was a Saturday, I did a chat with a rep and explained the situation. I was told that it was day 4 and the only department that could handle that inquiry was Customer loyalty and they dont open again until Monday. On Monday, I called and was told there was nothing I can do about it and he referenced the contract , again of which I never received. The system does not work in my house. I was told it doesnt run or wifi, but yet it does run on wifi and have kicked my kids off of virtual learning several times. I would like to cancel my contract.Business Response
Date: 08/18/2022
August 18, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17701869
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.
In her complaint, ****************** states that a sales representative came to her home sold her a system and that she was told she had a three (3) day trial period. ****************** states that she was not left a contract, nor did she receive a contract via mail or email the next day. ****************** states that she contacted the sales representative on the third day to tell him that she was not satisfied. She states that she attempted to call several times and received no answer. On the fourth day she states she chatted with a representative who told her she would have to speak with the *************************** which was closed. ****************** states she called on Monday and was told there was nothing that can be done, they referenced the contract which she never received. ****************** desires cancellation and a billing adjustment.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers to complete a full cancellation of the account. A technician would need to go out and remove all Vivint equipment. Once the equipment is removed a cancellation will be processed, a full refund will be provided as well as the equipment line of credit will be closed. ****************** can contact Vivints representative to set an appointment to have the equipment removed.
Vivints records indicate that ****************** accepted a technician to diagnose her system issues after the initial cancellation request on August 8, 2022. Records indicate that ****************** has an appointment with a technician today on August 18, 2022.
With the above information listed. Vivint does offer a full cancellation of the account if that is still the desire of ********************. ****************** 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:08/10/2022
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 with vivint about ***** months. In the very beginning the sales rep offered us everything under the sun for such a great deal! But out of everything the issues we have are we were promised that our cameras would have 24/7 recording and the ability to play back or save if needed for any reason. And they dont! We are also told we wouldnt need new sensors as the ones already in our home were compatible with their system! Great! Well since the system has been installed we have had nothing but issues! Every day another sensor is offline and not communicating with the Hub! We have called and chatted for help numerous times and it always ends with well Im sorry but you will have to buy new sensors from vivint and they are $50 each and we have 11 sensors in our home! So now we either spend another $550 or our home isnt going to be protected! Same with the cameras not recording. We are now being informed we need a recording device which we need to purchase for $350. Again more money we were not told about at day or purchase! After many attempts of trying to get this fixed we get no where. Now we tell them we want it fixed they say they only have 1 available appointment which is tomorrow 8/11 but I am not available as I have a doctors appointment and I am told this is all they have and that scheduling department has nothing else either. I then tell them if they wont replace and make the system work as it was promised at purchase we would like to cancel at first I was told I could cancel and I even asked on the phone I will not be required to pay anymore for the equipment or service correct? and the man said Correct . Now we are being told we will still need to pay for the equipment. All we have asked for is to make the system protect our home the way it was promised to us . We pay never miss a single payment and thats to have working equipment and protection for our home and Family! But your not protecting our home! We would like this resolvedBusiness Response
Date: 08/18/2022
August 18, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17701664
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 12, 2021
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 indicated that **************** has a new appointment scheduled for August 22, 2022. **************** 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:08/10/2022
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.
They have been taking money out since 2012 which was when 2 yr contract was up they have no record of our contract saying would be canceled now ******************************************************************************************************************************************************************* 2011 contract was supposed to be canceled in ******************************************************************************************************************************************** many letters canceling then this year our bank and legal saw what I saw which was money taken out every month thats over 4500$ and they said theyll not communicate with anyone so no lawyers he said and told me dont use my energy in court be thankful I caught it. Tried telling me I need to send in the letter and contract from 11 years ago to be reimbursed but will stop payments today but said its on us to not be reimbursed unless I email the letters which I have done and said theyve never received them. I am sick and have health issues that if something does happen this shouldnt be how companies treat people that money couldve paid for a lot of my meds and mobility aids I told them Im too tired to have to fight. I did have copies of letter but you cant hardly see them and felt bullied. I even sent emails of letters but they still said never received any. The lady yesterday said someones using our acct started March 2014 but yet today this ****** said no not sure why shed say that and if you dont provide contract or letter I cant help you. Very upset as they dont know our address didnt even have new phone number or email but lost all information very passive aggressive. Please help.Business Response
Date: 08/18/2022
August 18, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17701308
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 9, 2009
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she signed up and her Agreement would end in 2012. ******************** states that she has been charged since 2012. ******************** states that she sent notices of cancellation via letter. ****************** desires a refund.
A Vivint representative has reached out to ******************** via email in order to assist. Vivint agrees to cancel ******************** account. Vivints representative is willing to review the documents ******************** states that she sent. ******************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ******************** signed a Purchase and Services Agreement on July 9, 2009 with an initial term of thirty-nine (39) months. Vivints records show that ******************** contacted Vivint on August 10, 2022 about cancellation of her account. Vivints records show that ******************** account was month to month after the initial term ended. Vivint does not have record of receiving a notice of cancellation.
Vivints representative is willing to assist. ******************** 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:08/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for home security through Vivint. After the sales pitch I verbally asked the sales rep name Afan that he was sure I could cancel within 30 Days and get my first month payment back. He said yes. He also had a colleague with him which Im sure he would take his side. I wanted 2 cameras for the front and back yard with the doorbell. Upon installation I got the iPad panel,2 cameras and no doorbell. I reached out to cancel now Im being told it was a 3 day trial period and is in the terms and agreement. Who can really decide within 3 days if they actually like a service or equipment? I texted the sales representative personally and all he could say was there must been some communication. I would never agree to a trial period of 3 days. Thats not enough time to make a big decision on the safety for me and my household. *** reached out and no one is willing to assist nor take accountability for information I was verbally told. Im addition, I just found out today that they were out of stock on the doorbell. I was never told that upfront, but was still billed upfront for FULL service. Not only have this been my experience, but reaching out to social media Ive learned that many others have if not the same, but similar issues as well.Business Response
Date: 08/18/2022
August 18, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17700310
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 21, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was told she could cancel her account within thirty (30) days. ************** states that she has been told that she only had three (3) days. ************** states that the doorbell camera was out of stock. ************** desires cancellation of her account and a refund of payments made.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is willing to cancel ************** account and financing upon retrieving the equipment from her home. ************** may contact Vivints representative to schedule an appointment and if she has any questions or concerns regarding this matter.
Vivints records show that ************** signed a Purchase and Services Agreement on July 21, 2022 with an initial term of sixty (60) months and a three (3) business day right of rescission period. Vivints records show that ************** had a doorbell camera installed on August 10, 2022. Vivints records show that ************** contacted Vivint on August 10, 2022 about cancellation of her account.
Vivint agrees to the above resolution. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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