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
- 7,974 total complaints in the last 3 years.
- 2,756 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:07/01/2022
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 Vivint home security system through Vivint on June 14, 2022. Vivint came and installed a panel and two door sensors on the same day (and said they would install the cameras and other equipment later). I was told I could cancel anytime and I would not owe anything. Within the 3-day cancellation period, I validly canceled the contract. I emailed the documents to the proper email, faxed them, and mailed them. I spoke with 3 Vivint representatives and recorded each conversation. Each representative said I would no longer owe any money. Each representative said a technician was coming to pick up the panel and door sensors. Unfortunately for me, each Vivint tech is now saying that I am canceling the de-installation appointments! Each time the tech was a no-show, I called the Vivint hotline. Each rep said that the tech "wrote in his notes" that he tried to contact me. I had one of the techs numbers and texted him the first day he was supposed to de-install. He did not even reply. I have recorded conversations, Vivint rep badge numbers, emails, screenshots of text messages and more. Now Vivint and its partner bank Citizens is showing a new account on my credit report. I filed a claim with Experian/TransUnion. Experian is saying that Citizens and Vivint show the account as "valid" after canceling. This has been an absolute nightmare! I have called Vivint 5 times to no avail. I need this panel and door sensors removed immediately, the account closed, and the Citizens report removed. Citizens claims Vivint needs to tell them the account was closed in order for them to close it. This is ridiculous! I am an attorney and I will either sue or file a class action with my law firm on behalf of the many aggrieved parties if this is not resolved. This was suggested by my firm partner. This deceptive firm needs to be stopped.
Business Response
Date: 07/11/2022
July 11, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: June 9, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mr. ********* via email in an effort to resolve his concerns. In his complaint, Mr. ********* states he cancelled within the three-day trial period, but his account cancellation has yet to be processed.
Vivint’s records indicate that Mr. *********’s equipment was pulled from the home on June 29, 2022, and his Vivint account was then subsequently cancelled. A full refund of everything paid was issued on June 27, 2022, and the payoff balance to close the equipment loan was sent to Citizens One on this same date. Documentation of the Vivint cancellation, refund receipt, and payoff receipt to Citizens have all been emailed to Mr. ********* for his records. At this time, Mr. ********* has no further obligation to Vivint.
Should Mr. ********* 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/11/2022
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,
****** *********
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