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
- 7,987 total complaints in the last 3 years.
- 2,767 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:07/02/2022
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 Legal
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