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
- 7,927 total complaints in the last 3 years.
- 2,731 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:07/05/2022
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 rep of Vivint security named Zach soliciting new customers knocked on my door on 06/20/22. I told him that I was currently in a contract with Alder security. He then told me that I could try out the system for 30 days instead the standard 3 days due to my hesitation to switch. I called on 06/30/22 to cancel the trial period and Marcello told me that it was too late to cancel since the 3 day window had passed. I informed him that their representative Zach promised me 30 day trial period. He said that Zach would have to confirm the 30 day verbal trial period before they could or would cancel my account. I called back and spoke with another Rep **** and he said the same exact thing. He tried calling and emailing Zach but got no response back from him either. I waited a few more days and called back on 07/05/22 and spoke with **** and explained the whole situation to her and she said the same thing as the other 2 reps. *** tried calling, emailing and texting Zach but he didn't respond to her attempts either. I am trying to understand how a company can send out representatives to individuals homes and not hold them accountable for the misrepresentation on policy and procedures. Basically it is my word against his and they won't cancel my contract until they speak with Zach and confirm the 30 days trial period is true. If he denies it or they can't get in contact with him, I am stuck in a ******************************************** because they are scamming people and that is not right.
Business Response
Date: 07/13/2022
July 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17522466
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 20, 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. At this time, Vivint has scheduled an appointment to retrieve the equipment from Ms. ******* home. **************** will have no further obligation to Vivint following this appointment. **************** may contact Vivints representative directly if she has nay 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:07/05/2022
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 5-21-22 a vivint salesman knocked on our door selling home security system. We bought one and they installed it that day. The tech that installed it was very unprofessional and when he finished our kitchen light flickered a lot. Our sales rep came back and offered to give us a thermostat and the app for the garage for free and we agreed and it installed. Three weeks later viviant took $269.00 out of our checking account. We called them to tell them that that was supposed to be free. While we were on the phone they called the sales rep ************************* to verify that and he didn't respond so they they couldn't do anything I have called sent text messages to ***** numerous times and no answer. On 6-28-22 I called vivint again and they said they would email him to verify and get back with us the next day and we haven' t heard. from them yet. All we want is the $269.00 back and kitchen light fixed.Business Response
Date: 07/13/2022
July 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17521671
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: May 21, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that she is experiencing issues with her kitchen light following the installation of her system. Ms. ***** states that she was charged $269 after a thermostat was installed. Ms. ***** states that this has not been refunded despite being told the charge was covered. Ms. ***** desires a refund.
A Vivint representative has reached out to Ms. ***** in order to assist. Vivints representative is refunding $236.97 to the card on file. Vivints records show that an appointment is scheduled for August 2, ********************************** ***** is experiencing. Ms. ***** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that Ms. ***** signed a Purchase and Services Agreement on May 21, 2022 with an initial term of sixty (60) months. Vivints records indicate that Ms. ***** contacted Vivint on May 23, 2022 about her account. Vivints records indicate that Ms. ***** had a technician come to her home on May 26, ***************************************************** *****s account. Vivints records indicate that Ms. ***** contacted Vivint most recently in June 2022 about this matter.
Vivint agrees to the above resolution. Ms. ***** 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:07/05/2022
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.
My husband and I purchased a Vivint Home Security system. Within a few months of installation our driveway camera received water damage and stopped working. I've contacted Vivint by email, online chat AND telephone for several months. Every time I'm told they'll either send a technician, research my account and a tech would contact me. I keep getting the run around and NOONE WILL CONTACT ME nor has a technician ever showed up. We pay fees monthly for service, the equipment should have been under warranty and I have a system that doesn't provide the services promised. I need them to either replace my camera/s or refund our money and cancel contract for lost service!Business Response
Date: 07/14/2022
Tell us why here...7/14/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17521774
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 8/10/2018
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that her camera is damaged and Vivint has not repaired it.
Vivints records indicate that a technician was sent to Ms. ********** home on July 8th and the camera was replaced.
A representative from Vivint has contacted ********************** via email. If she has any questions or concerns, 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 LegalCustomer Answer
Date: 07/14/2022
Yes. Remarkably after I sent reached out this last time and attachedmy BBB complaint a technician was assigned to me. The issie has been resolved. I should have done this 4 months ago. Thank you.
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:07/04/2022
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 have been a Vivint customer since 2014 or so. A rep came to my door in 2019 for an upgrade on my equipment, but failed to tell me that I was signing up for a loan with Fortiva for the equipment. I called Vivint and Fortiva back in 2019 and filed a complaint, and the resolution to keep as a customer was to waive the loan and equipment fee with Fortiva. 3 years later I tried to cancel my service, and the agent is saying that I have a contract with Vivint. It was my understanding that if my equipment was paid off, I could terminate my service with Vivint at any time. Now the agent is claiming I need to pay $1132 to cancel, and they cannot provide a physical copy of a contract that I signed. The equipment was paid off with Fortiva, due to the resolution Vivint gave me 3 years ago. Please help.Business Response
Date: 07/12/2022
July 12, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: June 30, 2014
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining monitoring contract and waive any associated fees. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/12/2022
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:07/03/2022
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 believe I've been a customer for about 6 yrs.i called on 05/23/2022 asked what I needed to do to cancel service due to having another company coming in for service on the 5/27/2022. The agent said it was noted and service would be canceled also asked me to talk to another agent to see if I would keep the service.after explaining again I'm going with another company they said ok call ended. On the next day noticed panel was still on called again 5/24/2022 I was checked on the status of cancelation and was informed my account was still active and that the as in vivint hadn't received a document/ letter of cancelation? I said I was never told about it so once again I had to explain why I was canceling servicei was then told the agent would be sending me a cancelation document which I needed to verify and send back and the process would take 30 days and a pro rated amount would be taken out on the 06/01/2022 I stated that was not right since I'm having new service before the 1st? I was told to check back on the 26th of June to see how much the refund will be.I checked on 07/02/2022 due to being sick with covid and found out not only I didn't see a refund but that another charge has been taken out and my status is still showing active???. This too me is fraud I need this taken care of..I was told call back on mon- Fri..I will call but this needs to be looked into.On May 27th I had went with 3A's home security.Thank you ***************************Business Response
Date: 07/13/2022
Tell us why here...
7/13/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17516745
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 6/28/2016
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** explains that she cancelled her account and is owed a refund.
Vivints records indicate that a refund of $95.77 was issued on July 7, 2022. A representative from Vivint has contacted ******************** via email. If ******************** has any questions or concerns, she may contact Vivints 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:07/02/2022
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.
The panel on our alarm is broken. We called on June 24th to trouble shoot the problem and they said they would have to send a technician out. They scheduled us Saturday the 25th from 4-8pm. I called at 8pm because they did not show up and I was told the appointment was cancelled. They reschuleded for Monday the 27th from 4-8 pm. I called Monday morning to confirm the appointment and again I was told it was cancelled, They reschuleded again Tuesday the 28th from 4- pm again the appointment was cancelled. They rescheduled again on July 2nd from 4-8pm and they didn't show up again. i called and was told the appointment was cancelled. My son lives in **** and I live in **** so I have to drive to **** to meet the alarm company because he plays football at ****** and is not available. I don't know what to do to get this alarm fixed and if I cancel the contract I will be charged.Business Response
Date: 07/11/2022
July 11, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17516236
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 31, 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 set up an appointment for a technician to go to the home and resolve all equipment issues on July 14, 2022. ****************** 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: 07/18/2022
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:07/02/2022
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 the first of 3/22. I told them I wanted to cancel our service effective 3/31/22. Well they tell me Id have to pay for ***** also. I called them about 3 weeks ago. They refused to cancel the fraudulent charges. I was supposed to send a letter stating that I wanted to cancel. Well I was not told that when I called in March. I continue to receive invoices even though we do not have this service. We cancelled because we moved to ********, ***** from ******, *****. We are still receiving invoices even though we paid the first one for over $100.00. Now theyre asking for over $200.00. Theyre charging for June, 2022. Im so worried theyre going to turn us in to credit bureau. Can you help me get this settled? My husband and I are retired and cant afford this. Please help.Business Response
Date: 07/11/2022
July 11, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17516071
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: February 7, 2017
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states she contacted Vivint on March 1, 2022 about cancellation of her account. ****************** states that she continued to receive invoices, but she moved from her home and sold it. ****************** states that she paid the first invoice for over $100. ****************** desires no further contact by the business.
At this time, Vivints records show that ****************** account has been cancelled and she has no further obligation to Vivint. No further collection activity will take place and no credit bureau has been reported. ****************** may contact Vivint directly if she has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on February 7, 2017 with an initial term of forty-two (42) months. Vivints records show that ****************** contacted Vivint on March 16, 2022 about cancellation. Vivints records indicate that the notice of cancellation information was sent to the email on file on March 16, 2022. Vivints records indicate that ****************** sent a notice of cancellation on June 8, 2022.
****************** has no further obligation to Vivint. ****************** 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:07/02/2022
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 latest date for the 3-week ongoing incident is 7/1/2022.Vivint technicians installed an alarm system in my home. The system included a smart thermostat. The thermostat has never worked. It operates the heat but not the air unit. It is supposed to work both heat and air. I have been getting the run around from the original installer/installers as well as spend hours on the phone and internet chat with customer service ********* has been 91 degrees in my house for 3 weeks now. I have paid an HVAC repair man to come out to check my system and he confirmed it's not my system it is the thermostat. A repair tech came from Vivint 6/28/2022. He said the air was never set up at the panel. He set the air up and it started working. Two days later 6/30/2022. The air is no longer working. I call customer service again and after a ********* call and 4 transfers. They couldn't get anyone out to repair for another 7 days. Conveniently for the company. My 3-day cancellation period was over, and I have to paid for a system that does don't work. I paid ***** dollars as well as a monthly contract at ***** a month. I then called the manager of the original installer. He said he would get an ac HVAC person out at no cost to me on 7/1. Someone from Vivint called schedule and appointment for 7/1 and no one ever showed up or called and it is now the morning of 7/2. Now I have to go spend more money to have and HVAC person to come and remove What Vivint installed and install a thermostat that will work. However, I am still liable for the charges for Vivint's equipment that Is no use to me.Business Response
Date: 07/11/2022
July 11, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17515210
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 15, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted **************** via email in an effort to resolve her concerns. In her complaint, **************** expresses issues with her thermostat and is requesting cancellation of her account.
Vivints records indicate that a technician went to Ms. ******* home on July 6, 2022 and was able to resolve the thermostat issue. As courtesy, the legal representative has applied three free months of service to Ms. ******* account. The representative reached out to **************** to verify that the issue was resolved and is waiting for a response to answer any further questions or concerns she *** have.
Should **************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/02/2022
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 tried multiple times to cancel my service to this company last September I finally canceled and paid my last fee this company continues to **** me and now I have an email saying they are sending me to collections. This company is a scam and will not allow me to cancel this terrible service that hasnt worked in my house for over two years.Business Response
Date: 07/12/2022
July 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17515289
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 27, 2015
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 backdated the cancellation of Mr. ******** account to January 2022 and waived any remaining fees. ****************** 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:07/01/2022
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 am a customer with **********************, and they have engaged in deceptive selling practices, as well as illegally drafted money from my bank account.In May, I called to move my service from my old home to my new home. I had to purchase new equipment because I included the old equipment in the sale of my prior home. During the phone call with the original sales representative, I was advised that I would be able to receive six sensors and a doorbell camera for free as part of a promotion. When the technician came to install the equipment, we discussed adding additional sensors to cover the home, which I agreed to purchase. I was also advised the doorbell camera was on backorder.At that time, the equipment was installed, and I signed the agreement to purchase the additional sensors. The technician/sales representative did not tell me that it was modifying the original agreement for the free equipment. The backordered doorbell was installed this week, and I received a phone call regarding the billing on my account. I spoke with a representative and disputed the fact that this should be drafted from my bank card. At that time, the representative advised me that it was being billed to my line of credit. I then disputed that I should be billed at all, and I was advised that I would receive a call back regarding the matter.I did not receive a call, and Vivint drafted the cost of the camera from my bank card without my authorization. In reviewing my paperwork, it appears that they are also billing me for the six sensors that were supposed to be free. I called and spoke with several representatives today, including a supervisor named *************************. Eventually, I was advised that they would refund my account, taking 5 days, which I find unacceptable. They said they would **** the cost of the camera to my line of credit, which is not what I had originally agreed to. I am seeking a credit for the camera as well as the six "free" sensors that I was also billed for.Business Response
Date: 07/11/2022
July 11, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17513942
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 19, 2014
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted ************** via email in an effort to resolve her concerns. In her complaint, ************** is requesting Vivint honor the deal she was offered for a free doorbell camera and six free sensors.
Vivints records do not indicate this deal being offered to **************. Despite having no record of the offer, the legal representative has offered, as a courtesy, to honor it. The loan will be adjusted to have the cost of the sensors removed. The doorbell camera cost will be refunded to ************** once she confirms which payment method is preferred. Once confirmed, a refund receipt will be provided.
Should ************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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