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
- 8,098 total complaints in the last 3 years.
- 2,839 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:07/19/2022
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.
After agreeing to have Vivint install cameras in our home and pay for their services in May 2022, they insisted on installing at 8pm. While the technician was installing, he blew something in the electrical panel and left my garage without power. We were unable to use our automatic garage door. We had to hire a professional electrician to find the problem the next day and pay out of our pocket. They did reimburse 2 weeks later. The system was operating for a week or two when the cameras began giving problems again. We were shipped two new cameras to replace the malfunctioning ones and our son had to come to see if he could because we are an elderly couple. The troubleshooter could not guide my son and promised a technician would come out for a $50 fee. We said why do we have to pay for your incompetence to guide my son? So they agreed to send a technician with no cost, hence our dilemma. We have been rescheduled 6 times without our knowledge nor consent. So they are expecting for us to pay a monthly charge for equipment that isn’t working and noncompliance on their part to fix the problem. We have been rescheduled twice on Sunday, even though they totally agree their technicians don’t work on Sunday. I can’t count the times we have reached out to Vivint without any result. We have told them countless times to come remove their equipment off our property without results. We just get the run around. We want the service terminated and their equipment removed since it is faulty equipment and they are in breach of contract by not resolving the malfunctioning issue.
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: May 18, 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 Ms. **** and a resolution has been agreed upon. At this time, Vivint has agreed to process the cancellation of Ms. ****’s account. A technician has been scheduled for July 29, 2022, to remove all Vivint equipment. Once all equipment is removed the account will be cancelled and a full refund will be provided. 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: 08/01/2022
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. I appreciate your intervention in expediting the matter. I have asked Ms Lora G***, Vivint’s legal department assistant to please forward an invoice showing clearly zero balance owed on my part to her company. Even though she has mentioned it in her emails; I would feel more at ease to see in black and white the number 0. Once again, thank you BBB for your guidance and assistance.
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.