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
- 7,977 total complaints in the last 3 years.
- 2,765 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:06/30/2022
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.
In Feb 2020 I contacted Vivint to notify them that we had sold out home, were moving and no longer needed their services. I asked how i should return the equipment and was told it was mine to keep and no need to return it. March and April 2020 the automatic debts stopped (2 monthly debts; 1 for $46.47 for services and 1 for $24.08 for equipment). Apparently in May 2020 automatic debts resumed without our consent. Our bank account was recently hacked and upon review, noticed monthly reoccurring debts from Vivint from May 2020 to present, totaling $70.55. On June 30, 2022 i contacted Vivint **************** at ************ and spoke with a customer service rep who stated the account was noted in Feb that cancelation was requested but they did not process it, they stopped billing us and "for some reason" started debting again in May. Without our consent. I asked, why would you note a cancelation request, and not process it? Wouldnt the system flag no power, updates or anything attached to the unit for 2 plus years? He could not provide an answer. I asked to speak with a manager who could resolve this as i have been debted $1,834.30 for the past 26 months for services i requested to be canceled, its noted cancelation was requested, billing & invoicing stopped for 2 months and than out of the blue without consent/approval debts started again. Is this normal business practice, when someone requests cancelation, to "play that service has been canceled" and then randomly start debting them again for services they have no longer authorized for an address, they no longer reside at? I would like to speak with someone who can resolve this matter, as when i call i am just placed on hold for 30 plus mins at a time (after being told my wait time will be 1 min or less). Guess you think placing an unhappy former customer on hold for extended periods of time will make an issue go away, This is illegal, and you've violated The Truth in Lending Act (TILA), 15 U.S.C. 1601/Reg *********
Business Response
Date: 07/08/2022
7/8/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17503924
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 requested cancellation in 2020,however, his account has continued to be billed. ******************** is requesting cancellation of his account in addition to a refund of all monies paid since his initial cancellation request.
Vivints records indicate that prior to the installation of any equipment, ******************** signed a System Purchase and Services Agreement (Agreement). Every customer must sign this document, and if a customer does not, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the Agreement is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ******************* signed the Agreement on May 27,2019.
By signing the Agreement, ******************** represented that he understood and agreed to the initial term of 60 months. He also represented that he would pay a monthly services fee of $46.47 in addition to a monthly equipment fee, plus any applicable taxes, during that term. Further, ******************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. ********* representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
Vivints records further indicate in February 2020, ******************** contacted Vivint to cancel his account. At that time, Vivint provided ******************** his buyout amounts which ******************** was required to pay in order to cancel the account.Mr. ********* account was then placed on a 3-month deferment which is why his account was not charged for 3 months. Following the deferment, Mr. ********* account continued to be charged as he had not paid off the account.
Due to the information mentioned above, a refund is not warranted. However, Vivint is willing to cancel Mr. ********* account without penalty. ******************** 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:06/30/2022
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 purchased this security system. From day 1 it has been problematic. Ive called and chatted numerous times and have had multiple techs come out. End result Ive had to file 2 police reports wothin the last year. And ironically I have no video footage both times and no available record from Vivints end. Id like my money back Ive paid for equipment and service. In addition to cancellation of my contract that I wasnt aware I had I was told I wasnt under a contract. And return the equipment/to not be charged for it. No cancellation fees either way. And do not report this on my credit after the fact.Business Response
Date: 07/08/2022
July 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17503941
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 9, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she is experiencing unresolved equipment issues. ****************** states that she has had technicians come out and the issues have returned. ****************** states that she was not aware she had an Agreement. ****************** desires cancellation of her Agreement and a refund of payments made.
A Vivint representative has reached out to ****************** in order to assist. In an effort to assist, Vivints representative is willing to cancel ****************** account without penalties. ****************** 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 June 9, 2020 with an initial term of sixty (60) months. Vivints records show that ****************** received equipment financing at this time as well. Vivints records indicate that ****************** contacted Vivint in June about the issues that she was experiencing and cancellation of her account. Vivints records indicate that a technician came to ****************** home on July 6, 2022 and assisted with the issues that ****************** was experiencing.
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:06/30/2022
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.
March 17th, spoke with ****** at Vivint. He got approval to cancel my services and told me that I wouldn't be charged the monthly service fee, but he could not authorize a buyback for the equipment, so I still have to make monthly payments to Fortiva for that. I have been making all of my Fortiva payments, but I am still being charged the service fee of $31.47 each month. The agreement was that the monthly service plan would be canceled in March. I called to have it adjusted and canceled, and a refund applied to my bank account, I spoke with three people and I was told that it got kicked back from cancelation, and it wouldn't be stopped until I paid off the equipment. This is a large amount that I will be paying for years. That was not the agreement. I asked the supervisor that I was speaking with to pull up the recorded call from when I spoke with ****** in March. He said I would have to call back in 48 hours. This is outrageous. He refused to keep his word and cancel, and didn't have the courtesy to say he would look into it and call me back. They were rude from the moment I got on the phone. This is part of their business plan, and it is not ok. This is crooked and inappropriate.Business Response
Date: 07/07/2022
July 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17503560
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 1, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she spoke with a representative named ****** on March 17, 2022, who approved cancellation of her Vivint account, allowing her to continue to make payments on her equipment. ************** states that she is still receiving monthly service charges from Vivint in the amount of $31.47. ************** states she was told by multiple representatives that the account was not cancelled due to the equipment being paid off. ************** desires a billing adjustment and refund.
A Vivint representative has attempted to contact ************** via email in an effort to resolve this issue. Vivint offers cancellation of Ms. ****** account and to waive any associated fees. ************** will remain responsible for paying off the remaining balance of her equipment.
Vivints records indicate that an email was sent to ************** on April 1, 2022, requesting conformation that her equipment has been paid off.
************** 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:06/30/2022
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 charged $235 to a line of credit. This charge was never disclosed, explained or authorized. I have contacted Vivint several times with broken promises of waiving the fee or receiving a call back.This is poor business practice and unethical. Return my money and waive the fee.Business Response
Date: 07/08/2022
July 8, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17503224
Complainant: Tesara *******
Vivint Account #: *******
Date of Agreement: June 7, 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, ****************** states she has been charged $235 to her line of credit that she was not made aware of. She is requesting a billing adjustment.
The legal representative has reached out to ****************** and offered two ways for this charge to be refunded. The representative is awaiting her response before proceeding further.
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:06/30/2022
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.
We signed up for Vivint Security system we were told we had three days to try it out to see if we liked it. We tried it for three days and did not like the system cameras are horrible and would cut in and out. We called on the third day to cancel we were give a time for the next day for the techs to come take system out. We rushed home from our camp to make it for the appointment. That day techs came but they said they came to install our ring camera. I told them no we canceled and they told us techs were coming that day to take it out. They said oh it must be a miscommunication and that someone would call us. No one ever called we had to call again the next day the next person we talk to said we need to send an email to cancel which I did while I was on the phone with Vivint. We got another day and time for the tech to remove the system they again did not show up in the time frame we were given. I was then charged a fee. I called Vivint again to dispute the fee and find out when a tech was going to come. They again gave us another day and time but again no one showed. I called Vivint again the called tech to get a time they said they were still at another job and would come after. I then received a text from tech that they were unable to come again and that they would be there the next day in the morning. Next day came I messaged tech to make sure the morning was good I received a reply that yes they were good. But then they never showed again. I called Vivint yet again and asked to speak to a manager they couldn’t get me one after I was on the phone for 45 minutes. They told me that they checked with the scheduler and that tech was to come between 4-6 but yet again no one showed. It has been 13 days now and multiple calls and still no one is here to get the system out of my house. And still no refund for the charge. This company is horrible and I believe are scammers. I would like them looked into and this system out of my house.Business Response
Date: 07/07/2022
Tell us why here...7/7/2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: 6/16/2022
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 Mr. ***** regarding her complaint. Vivint has removed her equipment, cancelled the account and issued a refund. 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: 07/10/2022
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:06/29/2022
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.
One of my camera do not work. They did not explain the leasing of there equipment would be a credit check. Also the system has malfunction several times and had us locked inside or outside of our home. Also the web site always has glitches when trying to pay for service the system it's self does not always work I want out of my contacts the whole service is not worth it.Business Response
Date: 07/06/2022
July 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17497905
Complainant: *******************
Vivint Account #: *******
Date of Agreement: August 5, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that it was not explained that there would be a credit check when leasing the equipment. ************** also states that she has a camera that does not work as well as has experienced multiple system malfunctions. ************** desires to be let out of the contract.
A Vivint representative has spoken with ************** via phone. Vivint has offered a technician free of charge to go to the home and resolve any equipment issues, or cancellation. With said cancellation ************** would be responsible for the remaining equipment balance. Upon conformation of the equipment pay off Vivint offers to waive the remaining monitoring contract and any associated fees. ************** decided to postpone resolution until she speaks with Fortiva regarding her remaining equipment balance.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on August 5, 2022. In section 2.4 of this agreement its states you authorize Vivint to conduct credit investigations to determine credit worthiness and to report payment performance to the credit agencies and reporting services. ************** completed a Pre-install survey on August 5, 2022. In this survey ************** agreed to the financing of the equipment with Fortiva.
Despite the above findings Vivint still offers the above resolutions. ************** has agreed to contact Vivints representative *************************************** / ************) directly with any further questions ,concerns, and how she would like to proceed 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:06/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint installed a security system at my house. I am still owed 2 cameras that wasnt installed. My doorbell camera only worked for a few days. The window sensor is showing I need to replace the batteries already. Set the appointment to come out to install the 2 cameras and fix the camera doorbell on 6/28. Was given a 4 hour window and they never showed up. I tried to call in and was given the run around. Asked to speak to a manager and was treated very rudely. Was told the supervisor would call back and I waited a few more hours but they never called back. At that point I decided to cancel my service and was told if I do I still need to pay the $4000. I dont even have all the equipment and the stuff I do have doesnt work and its less than a month old. I just want them to come get their equipment and not be charged for something I dont have. I really dont trust them. Please let me know when my options are?Business Response
Date: 07/08/2022
7/8/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17496567
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 6/13/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** requests cancellation of his account.
Vivints records indicate that a system removal appointment has been scheduled.Following the removal, Vivint will cancel his account, equipment loan and fully refund him.
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:06/28/2022
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 was a long time customer of ********************** home ********************** and recently completed a move from ************** to *************. I was happy with Vivint and their services and attempted to have their services transferred to my residence, but unfortunately they do not offer coverage at my new address, so I was advised that my contract would be terminated per Vivint guidelines. Vivint sent me return labels for equipment that I was leasing, which were all promptly returned. Vivint also sent me an email that I had to complete a Notice of Cancelation to complete the cancellation process. This email was sent on 3/15/22 and I received an auto reply email showing confirmation upon when my account was closed. Today, 6/28/22 I received an unauthorized draft from my checking by Vivint in the amount of $51.47. Upon calling Vivints customer service, I am now being advised that I need to resubmit a notice of cancellation to again cancel my account after months of my account being closed. I am being told by a representative that they will again close my closed account.How can Vivint just reopen a closed account and start billing former customers?Business Response
Date: 07/07/2022
July 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17496035
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 28, 2021
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 is cancelling Mr. ********** account and backdating the refund to April 15, 2022. ********************** has no further obligation to Vivint. ********************** 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:06/28/2022
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 June 14, 2022 Vivint security came out to install my alarm system and cameras was scheduled for an a.m. install installer didnt get there until after two the installer was there until 10 PM and was unable to finish installing the alarm and camera system multiple text came out to assist and still was unable to complete the install I was told that they would be back out in a few days to do the completion I had to call the company multiple times to get this resolved along with the sales person and to no avail called on June 27 to schedule my completion told me an installer would be there from 8 AM to 11 AM on the 28th to complete the install I took off of work installer did not call or come called the company at 2 PM to cancel the system due to non-response and was told the installer rescheduled it for the next day which they did not tell me or give me a choice I called to cancel the system and they told me it was outside their three day grace ****** but yet the system is not installed and functioning for me to test now they are saying I am stuck in a contract and the system is still not installed or completedBusiness Response
Date: 07/08/2022
July 8, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17495256
Complainant: ***************
Vivint Account #: *******
Date of Agreement: June 14, 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 his concerns. In his complaint, ************ states his equipment has yet to be fully installed.
Vivints records indicate that ************ has an appointment to complete the installation tomorrow, July 9th, 2022. The equipment not installed was due to the nationwide shipping delay as the equipment was not yet available in Vivints inventory. For the inconvenience, the legal representative has applied three free months of service to ************** account.
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 Legal
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