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
- 8,036 total complaints in the last 3 years.
- 2,783 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: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,
****** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.