Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

• 

  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  

The 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:05/20/2025

  Type:Order Issues
  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’m filing this complaint regarding Vivint and an unauthorized contract extension that was done through a bill negotiation service I had previously signed up for via Experian. My Vivint account had already been placed on a 6-month hold, and I was in the process of terminating it due to a recent move. I no longer have the equipment installed and have since switched to ADT. I had contacted Vivint multiple times before the move to cancel, but was told I had to call in. Unfortunately, long hold times made that difficult with my schedule. Even when I did call, I often couldn’t get through verification despite providing correct information. I was under the impression that my contract had ended or was close to ending, and I was planning to pay off any remaining balance. I did not authorize any renegotiation or contract extension. However, on May 20, 2025, I discovered that Experian’s negotiation service contacted Vivint and renegotiated the bill—extending my contract by 18 months. I was not made aware that this was happening and did not approve this, especially considering my account was on hold and I was actively trying to close it. Additionally, no Vivint representative informed me during prior calls that I was still under contract, or that canceling would trigger this kind of action. Had I known, I would never have allowed it. I respectfully request that Vivint reverse the contract extension and allow me to close the account without further obligation. I was trying to cancel in good faith, and this situation is the result of a third-party negotiation I did not initiate or knowingly approve at this time. Thank you for your time and assistance.

  

  Business Response

  Date: 05/30/2025

  May 30, 2025
  
  
  
  Better Business Bureau of Utah
  **** * **** * **** **** ***** **** *****
  
  
  RE:    Consumer Complaint Case #: ********
             Complainant: ********* *****
             Vivint Account #: *******
             Date of Agreement: June 2, 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 agrees to cancel with forgiveness the remainder of the monitoring service agreement effective May 20, 2025. Ms. ***** has no further obligation to Vivint. 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* **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, attention Department 160 – Legal.    
  
  
  Sincerely,
  
  Vivint Legal

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  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 got the alarm system on Tuesday May 13th and I was told I could cancel my contrast with 30 days and the company is not waiting to cancel I called on today May 20th I was told it would take 30 days to cancel that is when the first payment is due.

  

  Business Response

  Date: 05/27/2025

  May 27, 2025 
  
  
  
  Better Business Bureau of Utah 
  **** * **** *  **** **** ***** **** ***** 
   
  
  
  RE:    Consumer Complaint Case #: ******** 
             Complainant: ****** ******  
             Vivint Account #: ******** 
             Date of Agreement: 5/13/25 
  
  
  
  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 Ms. ******’ agreement once the equipment is removed from her home on 6/7/25. Ms. ****** will have no further obligation to Vivint and 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, attention Department 160 – Legal. 
  
  
  Sincerely,  
  Vivint Legal 

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  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 contacted Vivint on May 8. I spoke to a rep and let him know that since the storm a couple of days prior my system was not working. I tried to reboot but nothing happened. He told me that my equipment was older and that I may need to update. I told him NO, I just had gotten out of a long contract and DID NOT want to upgrade. He said that he could send a technician out to look at it. He told me to let the tech know I wanted him to work on the old equipment and to DECLINE the new equipment. The tech came on May 9th, he worked on my old system, and got it back up and going. Vivint called me the next week saying I owed money from May 9th. I talked to multiple people and let them know I didn't take the new equipment. They have now taken 136.00 from my bank account and say that I owe a technician fee of 107 + 29 (monthly fee). I was NEVER told about a technician fee…$107 is more than what I pay for the service which is only 29.00 a mo. I NEVER agreed to a technician fee, however I do agree to owing the 29 monthly fee.

  

  Business Response

  Date: 05/29/2025

  5/29/25 
  
  Better Business Bureau of Utah 
  **** * **** *  **** **** ***** **** ***** 
   
  RE:    Consumer Complaint Case #: ******** 
             Complainant: ***** ****** 
             Vivint Account #: ******* 
             Date of Agreement: May 19, 2019 
  
  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 refund the total of $107.54 to Ms. ******' card on file. Ms. ****** may contact Vivint’s representative directly if Ms. ****** 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, Attention Department - Executive Resolutions 
  
  Sincerely,  
   
  Vivint Executive Resolutions 
  

• Initial Complaint

  Date:05/20/2025

  Type:Customer Service Issues
  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 a Vivint Security customer for nearly 4 years, and my experience has been consistently frustrating and disappointing. From the beginning, I have encountered ongoing issues with the system — including equipment malfunctions, false alarms, connectivity problems, and unreliable performance. I have contacted Vivint customer support 2 to 3 times per month, often spending over an hour per call trying to troubleshoot the same recurring issues. Despite my repeated efforts and the time invested, the problems persist and are rarely resolved permanently. I have requested long-term solutions and even asked about options to replace faulty equipment, but each time I’m passed from one representative to another without any lasting resolution. I have been more than patient, but I am now fed up with the lack of accountability, support, and quality from Vivint. At this point, I no longer feel safe or confident in the service I am paying for, and I do not believe it is fair to continue to pay for a system that does not function as promised.

  

  Business Response

  Date: 05/28/2025

  May 28, 2025
  
  
  
  Better Business Bureau of Utah
  **** * **** * **** **** ***** **** *****
  
  
  
  RE:   Consumer Complaint Case #: ********
            Complainant: ***** ****** 
            Vivint Account #: *******
            Date of Agreement: August 13, 2021
           
  
  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 has experienced issues with the system from the beginning. She states she has contacted Vivint several times without receiving a permanent resolution. Ms. ****** desires cancellation without penalty or a full system replacement at no cost. 
  
  Vivint’s records indicate that Mr. Tim ****** signed a Purchase and Service Agreement (“Agreement”) on August 13, 2021.  On April 28, 2025, Ms. ****** reported that her doorbell camera was offline, Ms. ****** was provided with step by step troubleshooting steps to resolve the issue. On May 10, 2025, Ms. ****** informed Vivint that she was unable to see her cameras in the app, after troubleshooting Ms. ****** was still having issues with the sound on the cameras. On May 16, 2025, Ms. ****** received a replacement doorbell camera that was unable to connect to power. Ms. ****** was sent a second replacement doorbell camera. Vivint finds that there has not been a technician to the home of Ms. ****** to resolve system issues since 2022.
  
  A Vivint representative has attempted to contact Ms. ****** via email in an effort to resolve this matter. Vivint offers a technician free of charge to resolve the system concerns and four (4) months of free Vivint monitoring service. Ms. ****** may contact Vivint’s representative directly with any further questions or concerns in this matter.
  
   If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, attention Department 160 – Legal.
  
  
  Sincerely, 
  
  
  Vivint Legal
  
  

• Initial Complaint

  Date:05/20/2025

  Type:Order Issues
  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.

  Vivint's sales rep misrepresented several critical aspects of Vivint’s service during his sales pitch. The most troubling of these was the claim that I had a 30-day trial period to cancel the contract without penalty. Trusting his word, I signed the contract April 19, only to discover the next day that the cancellation window was only 3 days. When I contacted the rep for clarification, he reaffirmed the false 30-day policy and told us not to worry. He claimed a work order would be submitted to properly connect our garage system. After multiple follow-ups, we discovered no such work order existed. A technician finally fixed it and informed us that no extra equipment was needed He falsely stated that our current Alexa-compatible dimmer smart switches would not work with Vivint,and later learned this would instead increase our contract price. Why would we replace functioning equipment and pay more, especially when Mr. ***** implied this would be included? He promised 6 months of free service, but we were later informed only 3 months were noted in the system. Furthermore, he said Vivint would take over our ADT contract, yet we are now paying for both Vivint and ADT, adding financial stress to an already frustrating situation. Despite our repeated attempts to resolve this with customer service outreach since April 22, and numerous follow-ups, Vivint continues to hold us to the deceptive terms misrepresented. We have requested a three-way call with him to verify the information he gave us, but this has never occurred. We decided on Vivint based on false claims and unethical sales tactics. Given that our service was initiated under misinformation and we attempted to cancel within days of discovering the deception, it is unreasonable and unethical to enforce the early termination clause. I respectfully request that Vivint release us from this contract without penalty and allow us to return to a company that values transparency, honesty, and its customers' well-being.

  

  Business Response

  Date: 05/29/2025

  5/29/25 
  
  Better Business Bureau of Utah 
  **** * **** *  **** **** ***** **** ***** 
   
  RE:    Consumer Complaint Case #: ******** 
             Complainant: **** and ******* ****** 
             Vivint Account #: ******** 
             Date of Agreement: April 19, 2025 
  
  To Whom It May Concern: 

  I have reviewed the information provided by Mr. And Ms. ****** and appreciate the opportunity to respond.  

  In the complaint, Mr. and Ms. ****** states that they were misled by a Vivint sales representative, who falsely claimed they had a 30-day trial period to cancel their contract without penalty, only for them to discover the actual cancellation window was just 3 days. Despite repeated follow-ups regarding a promised work order for Mr. and Ms. ******'s garage system and assurances that the existing Alexa-compatible dimmer switches were incompatible with Vivint—later proven false—the company did not honor the initial claims and Mr. and Ms. ****** had fewer free months than promised. Mr. and Ms. ****** were also assured that Vivint would take over their ADT contract, yet Mr. and Ms. ****** now faces payments for both services, adding financial strain. Despite numerous attempts to resolve the matter through customer service and a request for a three-way call with the sales representative, Vivint has maintained the misleading contract terms, leaving Mr. and Ms. ****** to seek release from the agreement without penalty. 

  Vivint’s records indicate that Mr. ****** signed a Terms of Alarm Monitoring, Installation, & Sale Agreement on April 19, 2025. Vivint’s records show that on April 29, 2025, Mr. and Ms. ****** called Vivint for the first time to cancel their service, stating that a sales representative had verbally assured them of their 30-day trial period. On April 30, 2025, Mr. and Ms. ****** contacted the sales representative again, who promised to correct the issue but made no changes. A supervisor later confirmed with the original sales representative the six free months but the sales representative denied the promised 30-day right of rescission period. This was supported by a pre-install survey where Mr. ****** had acknowledged the terms of the cancellation period and agreed that no other promises were made. On May 1, 2025, Mr. and Ms. ****** were advised to email proof of their claims, and Mr. and Ms. ****** mentioned possible complaints to the military and the Better Business Bureau. On May 5, 2025, Mr. and Ms. ****** accepted a $10 monthly discount for 12 months. A review of their call found no confirmation of the 30-day trial period. On May 9, 2025, during a call with a supervisor, Mr. and Ms. ****** asserted that the sales representative had also promised 28 free switch lights, which had not been installed. On May 12, 2025, Mr. and Ms. ****** claimed to have sent a video showing that the sales representative had discussed 28 free switch lights. 

  A Vivint representative has attempted to reach Mr. and Ms. ****** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer a Vivint Smart Lighting Bundle at no cost, pending account verification and acceptance by the customer. After review, the requests of 28 light switches and the 30-day cancellation period were not supported with Vivint's records. If Mr. and Ms. ****** have more evidence to support these requests, Vivint would be happy to review it and reevaluate. If Mr. and Ms. ****** would like to proceed with cancellation, Mr. and Ms. ****** have the buyout promise cancellation package, and Vivint could process their cancellation with confirmation of their equipment loan being paid off or half of their remaining monitoring fees being paid. If Mr. and Ms. ****** can provide additional information regarding their ADT buyout promised by Vivint, we can also assist with securing their Buyout gift card. 
  
  To resolve this matter, Mr. and Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. Mr. And Ms. ****** may contact Vivint’s representative with any questions or concerns he may have.

  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, Attention Department - Executive Resolutions 

  Sincerely, 

  Vivint Executive Resolutions 

• Initial Complaint

  Date:05/20/2025

  Type:Service or Repair Issues
  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 alarm system that was presented to me is not what I’m experiencing. Calling and chatting gets me nowhere . Today 5/18 /2025 someone attempted to get into my Car parked in the driveway.The front camera missed the guy walking into the yard and the doorbell camera quality was not clear at all. I have a smart light switch and it also doesn’t work. It should come on when the front camera is activated but instead it stays on the time. I have to go into the app to turn the porch light off manually via the app. The backyard had no video of this incident as well, in fact the backyard has no videos saved at all for 5/19/2025! Today I called at 7am and waited 30 minutes for an agent to answer the call. I asked for a credit for the monthly fees but was offered 30$ . I’m very disappointed with that offer and I’d like them to pick up their equipment, cancel the line of credit and I’ll have my ring doorbell reinstalled. This system was supposed to be so much better the Ring and the video quality I was shown during presentation is not what I received! I would like the credit line cancelled and the equipment picked up or boxes so that I can send it all back .

  

  Business Response

  Date: 05/27/2025

  May 27, 2025 
  
  Better Business Bureau of Utah 
  **** * **** *  **** **** ***** **** ***** 
   
  RE:   Consumer Complaint Case #: ******** 
            Complainant:  ***** ******   
            Vivint Account #: ******** 
            Date of Agreement: 8/26/24 
  
  
  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 someone tried to break into her car in her driveway and there was no recording. She asked for a credit for the monthly fees and was only offered a $30 credit. She desires to return her equipment and receive a refund 
  
  Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (Agreement) on 8/26/24, with an initial term of sixty (60) months. Vivint’s records indicate that on 5/20/25, Ms. ****** called regarding missing clips from her cameras. The call was reviewed. The representative remotely rebooted the panel and the cameras but could not address the light until she was home. Ms. ****** was not home to troubleshoot the 2 cameras and spotlight and was advised to call when she was home if the issues were not resolved.  Vivint’s records indicate that Ms. ****** requested a full refund for the month. It was explained that she pays a monthly monitoring fee, and her security equipment was monitored; therefore, a refund was not warranted. However, a goodwill credit of $20 was offered. Ms. ****** declined and disconnected the call. Vivint’s records do not indicate that Ms. ****** called back to troubleshoot the issue. 
  
  A representative from Vivint has reached out to MRMS in an effort to resolve this matter. Vivint agrees to send a technician, and waive the $99 fee, to resolve the equipment issues and to applied the $20 credit that was offered on 5/20/25. Ms. ****** may contact Vivint’s representative directly if she has any further questions or concerns. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* attention Department 160 – Legal. 
  
  Sincerely,  
  Vivint Legal 

• Initial Complaint

  Date:05/19/2025

  Type:Customer Service Issues
  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.

  On May 10th, a salesperson named, ******, knocked on my door to sell their company's alarm system. I was interested in the system as notifications would get sent from the alarm system to the local authorities if there was any smoke or fire detected. They also mentioned that I could try it for 3 days and if I was not satisfied then I could return the system. I got the products in 20 minutes, and they installed half of system, as I had to leave for work. They were supposed to install the rest of the system on May 12th, however due to me working the late, I had to cancel the appointment. Due to finance reasons, I also decided to cancel the service that same day by contacting ****** first. I did not receive a response from them at first, so I contacted their support team. When I contacted them, they would try to offer me a lower price point of the service to keep me as a customer and would seemingly send me in circles to avoid cancelling my service with them. I contacted the installation people asking them if they could pick up the equipment, and they referred me to the sales manager and corporate office to proceed with the cancellation process. ****** later contacted me and told me that I could cancel by May 15th, however someone on the support team told me I had until May 14th.

  

  Business Response

  Date: 05/27/2025

  May 27, 2025
  
  
  
  Better Business Bureau of Utah
  **** * **** * **** **** ***** **** *****   
  
  
  
  
  RE:   Consumer Complaint Case #: ********
            Complainant: ***** **********
            Vivint Account #: ********
            Date of Agreement: May 10, 2025
  
  
  To Whom It May Concern:
  
  I have reviewed the information provided by Ms. ********** and appreciate the opportunity to respond.
  
  In Ms. ********** states that due to her needing to go to work only half of the system was installed and the rest was to be installed on May 12, 2025, however, she needed to cancel the appointment. Ms. ********** states that due to financial reasons, she decided to cancel. Ms. ********** desires the account to be cancelled.
  
  Vivint’s records indicate that Ms. ********** signed a Purchase and Services Agreement (“Agreement”) on May 10, 2025. Ms. ********** called Vivint on May 14th and 15th, 2025, to cancel due to financial hardship. On May 15, 2025, when Ms. ********** called she was informed that she was outside of the three-day right of rescission period and was explained the cancellation process.
  
  A Vivint representative has attempted to reach Ms. ********** to assist with this matter via email. After reviewing the account, Vivint agrees to schedule an onsite visit to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund of the equipment line of credit with Fortiva, and a refund of all payments made directly to Vivint.
  
  To resolve this matter, Vivint agrees to the resolution as stated above. Ms. ********** may contact Vivint’s representative with any questions or concerns she may have.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* Attention Department 160 – Legal.   
  
  
  Sincerely,
  
  
  
  Vivint Legal

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  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.

  Hello, I have not used Vivint Home Security since January of 2225. I have been paying the bill even though I haven't been using the system. I have a balance of $57, I was told that cancelation was not an option if I don't pay the past due. I expressed that isn't possible right today because I don't have it. The agent said that was the policy and nothing could be done. Then he stated that the account would not be canceled for another 30 day therefore I would have to pay another 57$ that I don't have. This is extortion at it's best to the consumer. I moved February 9, 2025, and the system has not been set up. Therefore they know I've been paying this bill and not using the system is unfair practice for the consumer to be punished another month so vivint can collect another 57$. I would like to cancel the services and pay the 57$ only and not another 30 days.

  

  Business Response

  Date: 05/27/2025

  May 27, 2025 
  
  
  
  Better Business Bureau of Utah 
  **** * **** *  **** **** ***** **** ***** 
   
  
  
  RE:    Consumer Complaint Case #: ******** 
             Complainant: ******* ******   
             Vivint Account #: ******* 
             Date of Agreement: 11/6/19 
  
  
  
  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 Ms. ******’s service and forgive her past due balance. 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, attention Department 160 – Legal. 
  
  
  Sincerely,  
  Vivint Legal 

• Initial Complaint

  Date:05/19/2025

  Type:Sales and Advertising Issues
  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.

  Sales people for Vivint came to my house and signed me up for their system. However, before they installed, I cancelled and informed the sales people and the company. But the sales people are using my likesness as a satisfied customer and telling my neighbors that I have the system installed and I love it. I don't have the system and now have vehement hate for the business.

  

  Business Response

  Date: 05/27/2025

  5/27/25 
  
  Better Business Bureau of Utah 
  **** * **** *  **** **** ***** **** ***** 
   
  RE:    Consumer Complaint Case #: ******** 
             Complainant: ******* ******** 
             Vivint Account #: ******** 
             Date of Agreement: Not a Customer 
  
  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 add her address to our Do Not Knock list and has recorded her details about her interactions with a sales representative for further use and investigation. Ms. ******** may contact Vivint’s representative directly if Ms. ******** 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* Attention Department - Executive Resolutions 
  
  Sincerely,  
   
  Vivint Executive Resolutions 

• Initial Complaint

  Date:05/17/2025

  Type:Sales and Advertising Issues
  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 am writing to formally file a complaint regarding a recent experience with one of your sales representatives. During our initial interaction, the representative assured me that I would have a 30-day period to consider the agreement before being fully committed. Based on this, we scheduled a follow-up appointment that he never showed up for, nor did I receive any communication to reschedule or cancel. I trusted that the terms discussed verbally would be honored, and I feel misled and pressured into a contract without the proper follow-up or full understanding of the commitment. This is extremely disappointing and unprofessional. I am requesting that you look into this matter, including reviewing any recordings or notes from the initial interaction, and provide clarification on how Vivint intends to resolve this situation. I would also appreciate being informed of the appropriate steps to terminate or dispute this contract if it was entered under false pretenses. Thank you for your prompt attention to this matter. I look forward to your response. Sincerely, ******* ******

  

  Business Response

  Date: 05/27/2025

  May 27, 2025 
  
  Better Business Bureau of Utah 
  **** * **** *  **** **** ***** **** ***** 
   
  RE:    Consumer Complaint Case #: ********  
             Complainant: ******* ******   
             Vivint Account #: ********   
             Date of Agreement: 04/16/2025  
  
  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 complete the Trial Period/ROR Cancellation & refund. 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* Attention Department - Executive Resolutions 
  
  Sincerely,  
   
  Vivint Executive Resolutions