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
- 7,941 total complaints in the last 3 years.
- 2,735 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:07/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been out of my contract with Vivint for several months at this time (JULY/2022). I have asked door-to-door representatives, their chat, and attempted to contact their listed 800-number to cancel my account due to poor equipment performance and a lack of overall customer support. Their chat and in-person representatives cannot perform the basic task of canceling my account. Every time I try to call them, the line literally hangs up on me when I try to navigate their prompts. This happens after the system advises me that they are identifying my phone number with an account, which I am assuming they know I want to cancel my account. I attempt to log into my account online, which will not load. Maybe this is a coincidence, but it seems deliberate at this point.
Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17579347
Complainant: *****************
Vivint Account #: *******
Date of Agreement: September 17, 2017
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 LegalInitial Complaint
Date:07/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
contacted vivint because doorbell camera was not working csr told me to trouble shoot i request a technician she told me to trouble shoot by turning off the breaker the breaker broke when i flipped it i had to hire a electrician to repair vivint claim the would reimburse me for the cost of the electrician but i never recieved the check my door **** cameras still dont work i called to have a tech sent today 7/16 and the *** on the text message feature told me i would have to pay ***** i said i called in june look at my acct notes if the cameras are broken why should i pay i was disconnected my message after trying to reach someone for over an hour i would like to cancel my contract because the cameras never worked well i would have to constantly trouble shoot and it was a hassle especially since you have be home this company is awful with customer service and the camera equipment is not good i need to cancel my contractBusiness Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17579291
Complainant: *********************
Vivint Account #: *******
Date of Agreement: February 13, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she was asked to troubleshoot the equipment and had to turn off a breaker in her home. **************** states that there was damage and she had to open a claim with Vivints ***************************** **************** states that she has not received the reimbursement. **************** desires a billing adjustment and exchange.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to assist in this matter as possible. Vivints records show that a technician is scheduled to come to Ms. ******* home to assist with the issues **************** is experiencing. **************** 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 February 13, 2021. Vivints records indicate that **************** contacted Vivint on June 15, 2022 about a camera issue she was experiencing. **************** worked with Vivints Claims Resolution team regarding the fridge/electrical issue she was experiencing and a reimbursement of $300 via check has been sent out. Vivints records indicate that **************** worked with a Vivint representative on July 22, 2022 regarding a technician coming to her home and one was scheduled to assist with the camera issues.
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:07/16/2022
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.
7/16 at between 6:45 and 7:04 a Vivint employee came to my house trying to sell services. I have a "No Solicitation" sign in front of my house and yet still he came. I answered the door and told him no, yet he continued to talk. Again, I told him no, but he didn't listen to me. Told him no a 3rd time and he continued to talk forcing me to shut the door on his face. This Vivint employee made me feel unsafe in my own home and I still feel unsafe after that interaction.Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: ******
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In her complaint, Ms. **** states that on July 16, 2022, a Vivint sales representative came to her door and ignored the no soliciting sign. Ms. **** states she had to tell him no she was not interested 3 times and the representative still ignored her request, causing Ms. **** to shut the door on him. Ms. **** states that this interaction made her feel unsafe in her home. Ms. **** desires to be contacted by the business.
A Vivint representative has attempted to contact Ms. **** via email in efforts to resolve this matter. Vivint will provide the information given by Ms. **** to the proper management team to prevent interactions like this in the future.
Vivint’s records indicate that Vivint has requested Ms. **** to provide any further pertinent information regarding this interaction.
Ms. **** may contact Vivint’s representative (lora.m*******@vivint.com / ###-###-####) 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a home security system including system monitoring in late 2020. The system has been faulty and the monitoring subpar yet the company has no problem withdrawing its monthly fee. I have been trying to get resolution since December 2021 yet Vivint personnel have not properly noted my concerns on my account. They have had me troubleshoot based on a script and each time the problems do NOT resolve. Frustrated with a system that has failed to consistently provide what I was promised (e.g. calls when the alarm goes of to ensure my safety, ability to speak through my doorbell camera, setting boundaries to advise when some is on property) I sought an appointment with a technician. I have tried to have a technician appointment since June 2022 . Original appointment was to be for July 1 or July 5, no one from vivint bothered to confirm the appointment date. Only after I called to inquire of the date of appointment did I hear that neither date was available because they were waiting for doorbell cameras (suggesting that they are aware there are equipment fails). I was then scheduled for Saturday July 16 with a 4p - 8p arrival window. The technician did not arrive so I called. It was then that I found my appointment was cancelled the day before; I was never contacted regarding the cancelation. Vivint repeatedly fails and expects me to accommodate them which is absurd. Further, they are being unjustly enriched by consistently drafting a monitoring fee without providing services.Business Response
Date: 07/26/2022
July 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: October 14, 2020
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Ms. ***** via email in an effort to resolve her concerns. In her complaint, Ms. ***** states she is experiencing equipment issues and is requesting a technician be sent to resolve her concerns.
Vivint’s records indicate that a technician has been scheduled for July 30th, 2022, to resolve Ms. *****’s concerns. The legal representative has also placed three free months of service onto Ms. *****’s account due to the frustration.
Should Ms. ***** have any further questions or concerns, she should contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/26/2022
Better Business Bureau:
I have reviewed the response made by the vivint in reference to complaint ID ********. I have sent additional questions directly to the business for clarification and pending their response and actually showing up for the appontment I may find that this resolution satisfactory. In the event they do not perform as promised I will reopen the case or file another as the cause may warrant
Regards,
****** *****Initial Complaint
Date:07/16/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had the security system installed on 5/30/22 and as an incentive I was promised that I would receive a gift card up to $1000 to cover the cancellation fee for ADT ($773.09). As of today after several attempts to get in contact with someone at the company Ive hit a wall. I have not been able to get past the automated system to a human. When I use the support chat through the app Ive been given phone number to call but the number is no longer in service! ADT has been sending correspondence and calling to get their money. I had no option but to make a partial payment to keep my good credit intact. Except for a couple of issues with the system, Im pleased with my decision to switch services. I just want Vivint to provide the gift card that the salesman said I would receive.Business Response
Date: 07/26/2022
Tell us why here...7/26/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17577694
Complainant: *******************
Vivint Account #:*******
Date of Agreement: 5/30/2022
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 resent the link to ************** where she will upload her final **** or contract from the other company. After she uploads her final **** or contract, she may claim her gift card. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/26/2022
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.
******************************************Initial Complaint
Date:07/16/2022
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 called and emailed Vivint Smart Home on June 2, 2022 and informed them I wished to discontinue my ******** I received an email that the email I sent on 6/2/2022 was received an email on 6/3/2022 that Vivint has received my cancellation request and they would review my account and begin the cancellation process. On June 7 2022 I was charged for June ******** At which time I called Vivint and was told I would be refunded for the charge of $67.47 and that I should receive the refund within 2-3 days past July 2nd which had been billed in advance. I did not received the refund and was charged another month service $67.47 on July 7 2022. This payment also caused my an insufficient funds charge of $32.00 by my bank. I called Vivint spoke to a representative I received this email reply. (Good afternoon, According to my conversation with my Supervisor, he already processed the refund for the last two Bills that you were charged by the company. He also changed the priority of the cancellation request to Top Priority so you can have a faster resolution (and a faster cancellation of the account). I'm sending you this email as a confirmation of the processes we made on your account. Cordially ....... ......... ****************** Vivint, ***** I received an email on July 13 my Vivint account had been cancelled and I received an email on July 14, 2022 that my refund is on its way! Amount: $74.22. This is not the refund I was promised on July 7th. I should receive 2 months refund $134.94 plus the $32.00 I was charged for non sufficient funds from my bank. The total refund should be $166.94. My Vivint Smart Home service has been disconnected since June and I began paying for another alarm system on June 4, 2022 which was installed. My contract with Vivint was expired several years ago. I would appreciate you assistance in resolving this matter.Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17576626
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 5, 2016
To Whom It May ***************** have reviewed the information provided by ***************************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve her concerns. ****************** may contact 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:07/15/2022
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.
Signed up for Vivint when i moved into my new house. Most of the time the system works, but very often it doesnt. Like now...none of the door locks are connecting to the app or responding. I have paid vivent thousands for equipment plus monthly fees. the system needs to work. they expect me to trouble shoot & run around the house checking things for them. i dont want to be ripped off, ****** off, AND waste time. 2 of those is enough.Vivint needs to get out here ASAP and fix these locks. I am not their free tech support labor.Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17575731
Complainant: *********************
Vivint Account #: *******
Date of Agreement: February 1, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A representative from Vivint has recently contacted ************ in an effort to resolve his concerns. In his complaint, ************ states he is having issues with his equipment and would like for a technician to be scheduled to resolve his concerns.
The legal representative has offered to schedule a technician for ************ at no cost to him to resolve all of his equipment concerns. The representative is currently awaiting ************** response before proceeding with scheduling the appointment.
Should ************ have any further questions or concerns, he should contact the representative directly.
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: 07/25/2022
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:07/15/2022
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.
This business has a issue with keeping their equipment on line..at this my alarm panel is for the 4th time disconnected from. Service they want the customer to go online or into the panel and fix the problem..but same problem continues to occur..talking with vivnt online does nothing.They play you off.. I want this business done something with .Business Response
Date: 07/25/2022
Tell us why here...7/25/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17575332
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 4/22/2017
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In his complaint, ********************** explains that his equipment is not working properly.
Vivints records indicate that a technician is scheduled to upgrade Mr. ********** system on August 6, 2022.
In an effort to further assist **********************, Vivint has added a 2-month credit to his account.
A representative from Vivint has contacted ********************** via email. If ********************* has any questions or concerns, he 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:07/15/2022
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've had their services for 2 months and they won't come fix the door lock the said they would fix the 1st week. We can't play back videos from the security cameras, they scheduled a tech to come out at 8am, they never showed up, we try to contact they regarding the tech not showing and can not receive any answers. We are spending a lot of money for their services and can not use they products. They are a complete rip off of your money. We are also unable to end contact with them.Business Response
Date: 07/22/2022
July 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17575203
Complainant: ******* ***********
Vivint Account #: *******
Date of Agreement: May 5, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, Ms. *********** states that she has had the service for two (2) months. She states that she has had issues with the door lock since week one (1) and had been told it would be fixed. She also states she has issues with viewing playback from her cameras. ************** desires cancellation of her account.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers to apply 4 months of free service to the account, and to provide a free technician to resolve the equipment issues ************** has been experiencing.
Vivints records indicate on May 5, 2022, ************** signed a Purchase and Service Agreement (Agreement). In that agreement it states that Vivint does not warrant the system will always operate. Records also indicate that ************** has been made aware that there is a software issue with the playback that is currently being worked on to be resolved.
Vivint does offer the above resolution with the information listed. ************** 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:07/15/2022
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 moved and called Vivint beforehand to get a new system installed in my new house. I had been using Vivint for almost 8 years at my prior address. A week and a half later, 5 phone calls that totaled about 5+ hours of my time and I still cant even get someone scheduled to come install the new system at the new house. **************** is terrible and wait times are ridiculous. After all this hassle I wanted to just cancel my services with them and I was told Id have to pay to get out of my contract. Crazy considering Im paying for a service I literally cant use! This company is only out for your money and nothing else. Buyer beware.Business Response
Date: 07/22/2022
July 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17573446
Complainant: ****** Carson
Vivint Account #: *******
Date of Agreement: June 18, 2019
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** to resolve her concerns. **************** may contact 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 Legal
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