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
- 8,072 total complaints in the last 3 years.
- 2,810 complaints closed in the last 12 months.
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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:07/18/2022
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 bought my home security system out right with out payment plan. Almost $4500. I was told for app use I had to pay one month of contract and cancel. I did and was able to use app for almost a year until they said it had to be mo they subscription. They contract didn’t state that which I signed. I’m just wanting app use to monitor home from the cameras again or money back. Attached are photos are conversations from there sales team using tactics to get people to buy package with intent of only paying one month cancellation and having app use. I wouldn’t of purchased system if I had known I had to keep paying $70 a month.
Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: April 25, 2020
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. ***** in an effort to resolve his concerns. Vivint does not offer Vivint app access unless services are active as it is included as part of our services. The legal representative has offered to reactivate Mr. ***** service at a heavily discounted price so he may regain app access. Should he choose to accept, Mr. ***** should reach out to the representative directly.
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: 07/29/2022
Complaint: ********
I am rejecting this response because: the screenshots I provided first were from a year after my purchase. The same sales tactics is still an on going problem. Their system allows you to have the app access as I had it for almost a year before it was cut off. Even the Installion tech reassured pay for month and cancel and I’d have app access forever since I didn’t finance the equipment and paid it outright. The first month was to activate account so I could have app access then cancel. This was over a $4000 dollar system. I priced other systems with the same capability for much cheaper that I had to install my self. I would’ve went the other route if I known I had to make monthly payments. And they offer 19.99 month which is not good enough for me when I was told otherwise from their sales team and tech. Even in the contract it says 1mo th term. They knew exactly what I wanted.
Sincerely,
***** *****Initial Complaint
Date:07/18/2022
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 cancelled my service with Vivint, in writing within the three business days as required per their agreement. I sitll have not received a refund.Business Response
Date: 07/27/2022
July 27, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: June 18, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* explains that he cancelled his service with Vivint and was not refunded according to his agreement. Mr. ******* desires a refund.
A representative from Vivint recently contacted Mr. ******* and he confirmed that he has received his refund. He however requested additional refund for his time.
Vivint’s records show that Mr. ******* signed an Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $39.99 and total equipment fee of $3,077.96 that was finance through Fortiva, plus applicable taxes during that term.
Vivint’s record also indicate that Mr. *******’s account was cancelled on July 18, 2022 and a refund of all payment made was issued. Mr. ******* has no further obligation to Vivint, and no further compensation is warranted at this time.
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 LegalInitial Complaint
Date:07/17/2022
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.
We paid $4000 for a new Vivint security system. After the installation was complete the system immediately began having issues. One of the door sensors stopped working. The app was not working properly - often showing exterior doors were locked when they were in fact open. When the equipment was installed we did not have WiFi yet and the technician said he would come back and set up the cameras when we got WiFi. I have called Vivint 4 Times now and non one has been able to help me. They keep asking me to set up the cameras. This company is awful and I want my money back so I can get a system that works better.Business Response
Date: 07/27/2022
July 27, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: June 30, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* states that she did not have wifi when the system was installed and the cameras were not set up. Ms. ******* states that she has experienced issues with the door locks and sensor. Ms. ******* desires a refund.
A Vivint representative has reached out to Ms. ******* in order to assist. Vivint’s records indicate that Ms. ******* had a technician at her home on July 25, 2022 to address the issues she was experiencing. Vivint has applied a credit to Ms. *******’s account for 2 months of monitoring service. Ms. ******* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Ms. ******* signed a Purchase and Services Agreement on June 30, 2022 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ******* contacted Vivint on July 8, and 9, 2022 about the issues she was experiencing. Vivint’s records indicate that a technician was scheduled for July 25, 2022 to address the issues she was experiencing. Vivint’s records indicate that Ms. ******* contacted Vivint on July 18, 2022 about the outdoor camera as well.
Vivint’s representative is willing to assist. 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: 09/12/2022
This is my second complaint against this company. They sold us a security system for $3900 and it works for a few weeks and then stops working. App never shows correct status of system so we cannot use it. Door locks are faulty. Programmable light module faulty. This is the worst experience we have ever had and we want to cancel but they have told me we cannot. I was told when I signed up there was NO contract and now they say there is. This company should not be in business.Business Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17580446
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 30, 2022
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 with the communication to the locks and the light module used to communicate to them.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative has scheduled an appointment for a technician to come to Ms. ******** home on September 21, 2022. ****************** 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 30, 2022 with an initial term of sixty (60) months. Vivints records indicate that ****************** contacted Vivint on July 8, and 9, 2022 about the issues she was experiencing. Vivints records indicate that a technician was scheduled for July 25, 2022 to address the issues she was experiencing. Vivints records indicate that ****************** contacted Vivint on July 18, 2022 about the outdoor camera as well.
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:07/17/2022
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 had a huge issue with VIVINT and their HORRIBLE CUSTOMER SERVICE that I THOUGHT GOT RESOLVED working with their legal team recently. Guess not. Because it has been constant hang ups and useless transfers by customer service reps in regards to a pending installation that apparently the employees are not competent to deal with. Magically they are never any supervisors when calling they put you on hold for 5 mins to come back claiming to be acting manager. That wasn’t known prior to being on hold ? I worked directly with the tech to schedule a date for install but VIVINT magically picks a random day and time for install and magically can’t adjust it. When calling they hang up or say they will call back and never do. Supervisor S.C B*** didn’t even have Enough respect to speak with me via phone after being on hold for 30 mins to inform me “the dept I need isn’t working today”.
I want my service cancelled and nothing to ever do with VIVINT again dealing with this nightmare.Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: May 2, 2016
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Ms. ***** in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. *****’s satisfaction. The upgrade for Ms. *****’s account has been scheduled, the discounts offered have been applied, and three free months of service were added to her account due to the frustration.
Should Ms. ***** 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/17/2022
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 out of my contract with Vivint for several months at this time (JULY/2022). I have asked door-to-door representatives, their chat, and attempted to contact their listed 800-number to cancel my account due to poor equipment performance and a lack of overall customer support. Their chat and in-person representatives cannot perform the basic task of canceling my account. Every time I try to call them, the line literally hangs up on me when I try to navigate their prompts. This happens after the system advises me that they are identifying my phone number with an account, which I am assuming they know I want to cancel my account. I attempt to log into my account online, which will not load. Maybe this is a coincidence, but it seems deliberate at this point.Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17579347
Complainant: *****************
Vivint Account #: *******
Date of Agreement: September 17, 2017
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ********** to resolve his concerns. ********** may contact Vivints representative directly if he has any further 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:07/17/2022
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.
contacted vivint because doorbell camera was not working csr told me to trouble shoot i request a technician she told me to trouble shoot by turning off the breaker the breaker broke when i flipped it i had to hire a electrician to repair vivint claim the would reimburse me for the cost of the electrician but i never recieved the check my door **** cameras still dont work i called to have a tech sent today 7/16 and the *** on the text message feature told me i would have to pay ***** i said i called in june look at my acct notes if the cameras are broken why should i pay i was disconnected my message after trying to reach someone for over an hour i would like to cancel my contract because the cameras never worked well i would have to constantly trouble shoot and it was a hassle especially since you have be home this company is awful with customer service and the camera equipment is not good i need to cancel my contractBusiness Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17579291
Complainant: *********************
Vivint Account #: *******
Date of Agreement: February 13, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she was asked to troubleshoot the equipment and had to turn off a breaker in her home. **************** states that there was damage and she had to open a claim with Vivints ***************************** **************** states that she has not received the reimbursement. **************** desires a billing adjustment and exchange.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to assist in this matter as possible. Vivints records show that a technician is scheduled to come to Ms. ******* home to assist with the issues **************** is experiencing. **************** 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 February 13, 2021. Vivints records indicate that **************** contacted Vivint on June 15, 2022 about a camera issue she was experiencing. **************** worked with Vivints Claims Resolution team regarding the fridge/electrical issue she was experiencing and a reimbursement of $300 via check has been sent out. Vivints records indicate that **************** worked with a Vivint representative on July 22, 2022 regarding a technician coming to her home and one was scheduled to assist with the camera issues.
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 Legal
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