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
- 7,921 total complaints in the last 3 years.
- 2,720 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:05/17/2025
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.
Company has taken 10 months to provide me with itemized billing for my system and at this point I don’t recall the amount they initially told me. They promised a $300 credit and have yet to apply that to my billing. They also damaged my home during installation which cut the power to half my home. Every time I call they say they are going to “apply” the credit and never do.
Business Response
Date: 05/27/2025
May 27, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******** ***********
Vivint Account #: ********
Date of Agreement: 06/15/2024
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 a $200 credit & copies of her equipment invoices. 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 ResolutionsInitial Complaint
Date:05/17/2025
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 for all equipment up front. We pay monthly for security services involving alarms, cameras, etc. We were lied to in order to get the business in the first place. The service is useless and doesn't work. We have tried to be refunded, or atleast got the equipment to working like advertised. But that resulted in technician no shows, and the company promising to do something to appease us, but then that doesn't even work. I could type for days about this. It's literally one of the worst customer service and product things I have ever imagined. Oh, and I have a Vivint system on another home and it works great. I have never had not one issue. So, I know what the equipment and the company can do if they only would. But they wont. They refuse to make it right. We want the money back for the equipment, and we will eat the years of monitoring we have paid that doesn't work, or if they won't refund the equipment, for them to get our system working like it's supposed to work which has never worked since day 1.Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: ******* & ********
Date of Agreement: 07/01/2023 & 01/06/2025
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel both of Mr. ********'s accounts. The older account will not receive a refund; while the newest account will receive a full refund with the equipment being uninstalled. Mr. ******** will have no further obligations to Vivint on either account.
Mr. ******** may contact Vivint’s 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/16/2025
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.
On 5/13; 3:47pm central time. I called Vivint to cancel my security service. ******* ****** helped me with the initial clearance procedures. Prior to transferring me to the “cancellation team”. I asked if I had an outstanding balance and would I be charged a cancellation fee. She stated no to both questions. ***** presented himself as part of the cancellation team. He asked why I was canceling my service. I mentioned that I was not satisfied with the quality of the cameras and was also having problems with a camera and I stated that if I had a break in; our police department have a low priority on home alarm response. I mentioned that I have had two burglaries in my past and the earliest response was two hours. Then he proceeded to give me a telemarketer spill on improving my system and suggesting I buy additional hardware and upgrades. I tried multiple times to stop and listen to me, but keep on with his spill. All I want is to cancel several times, I said. He just continued. Finally he responded that it was their protocol and he had to continue his pitch. I asked for a supervisor. He responded with let me but you on hold. I heard this high pitch odd tones for a few seconds and music thereafter. After coming back and about thirty seconds of silence I heard him the keyboard. Now he states that it would take a month to cancel my account and I would have to pay for that time period. We went back and forth. He got frustrated and said I had an attitude. I replied that he gave me the attitude and I started getting a headache from the stress I experienced. He claimed I insulted him when I called him a fool. I asked for a supervisor and got none. He kept asking me multiple times if I wanted to cancel; which I replied that I didn’t want to pay. To which I said no. Why do they need a team and why a month to cancel.Business Response
Date: 05/29/2025
5/29/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: July 13, 2019
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel his account and expedite the cancellation process. Vivint has also agreed to investigate Mr. ********'s call experience from a previous customer service interaction. Mr. ******** may contact Vivint’s representative directly if Mr. ******** 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 ResolutionsInitial Complaint
Date:05/16/2025
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.
4/10/25 - Vivint technician arrives at our previous service address (**** ****** ***** ******** ***** ***** ****** to uninstall our Vivint monitoring Equipment 04/11/25 - Vivint technician arrives at new service address (***** ****** **** ***** **** **** ***** ***** *****) to install old equipment but is unable to successfully install the equipment due to damage from the uninstallation at the previous service address. Technician schedules a follow up installation on 05/16/25 and escalates equipment issues internally to Vivint 05/16/25 - Vivint technician did not follow up internally and the equipment for installation is unavailable and advises us to contact Vivint and escalate 05/16/25 - I, ****** ***** contact Vivint via phone and advise them of the situation which results in Vivint launching a home damage investigation before my services can be installed. They are unable to replace my damaged equipment because it has become obsolete and is unavailable and there is nothing they can do until a full investigation is completed. Meanwhile I continue to have unprotected assets because they are unable to fulfill their monitoring servicesBusiness Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: ********
Date of Agreement: 4/10/2021
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In the complaint, Ms. **** states Between April 10 and May 16, 2025, Vivint attempted to transfer the customer's monitoring equipment from her old address in ******** ****** *** to her new location in **** ****** **. However, the equipment was damaged during uninstallation, rendering it unusable, and a follow-up installation failed due to lack of replacement parts. Vivint has since launched a home damage investigation, but cannot proceed with service restoration or equipment replacement until the investigation concludes, leaving the customer's property unprotected in the meantime.
Vivint’s records indicate that Ms. **** signed a Purchase and Services Agreement (“Agreement”) on April 10, 2021. Vivint’s records show the doorbell camera was replaced on May 20, 2025.
A Vivint representative has attempted to reach Ms. **** to assist with this matter via phone and email. After reviewing the account, the issue appears to be resolved. Vivint is prepared to further assist Ms. ****, pending account verification and acceptance by the customer.
To resolve this matter, Ms. **** may contact Vivint’s representative to proceed with the proposed resolution. 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 ResolutionsInitial Complaint
Date:05/16/2025
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.
Absolutely terrible. Required us to talk to 4 different people to cancel our service. Each of the 4 people made us verify our account and tried to sell us products. We had constant problems with malfunctioning equipment. They charged us to fix it despite upselling a protection plan. In addition, calling is a nightmare. AVOID. Terrible service. Terrible equipment. Deliberately difficult to cancel. WORST COMPANY that we have ever worked with. We just want our service cancelled. We don't understand why they won't cancel our service. Unbelievable.Business Response
Date: 05/29/2025
May 29, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: ********
Date of Agreement: 10/26/2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In the complaint, Ms. ****** states she had an extremely frustrating experience with the company, having to speak with four different representatives just to cancel their service, each requiring repeated verification and attempting to upsell products. They also faced ongoing issues with faulty equipment, were charged for repairs despite having a protection plan, and found the cancellation process deliberately obstructive and exhausting.
Vivint’s records indicate that **** ****** signed a Purchase and Services Agreement (“Agreement”) on October 26, 2021. Vivint’s records show on 02/12/2025, Ms. ****** refused to do basic troubleshooting steps, to get a door lock resolved. Due to this, the trip fee was charged, per policy. Vivint's records show Ms. ****** talked to 3 people to cancel the account. The 3rd Specialist accepted a Verbal Notice of Cancellation & the Cancellation process is in the 30-day cancellation process.
A Vivint representative has attempted to reach Ms. ****** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to escalate the cancellation process (waiving the 30-day cancellation policy) , pending account verification and acceptance by the customer.
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. 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: **** ***** *** ***** ****** **** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 05/29/2025
Complaint: ********
I am rejecting this response because:I responded to the Vivint email request to have our service canceled effective immediately. However, they did not cancel our service despite this written request. There is nothing in the contract terms that requires us to troubleshoot, fully warranted equipment. Previous attempts at troubleshooting were a waste of time. Additionally, when the call was dropped, they required us to start the troubleshooting process over. This is consistent with Vivint’s policy of obstruction to fulfilling their contractual obligations.
Sincerely,
***** ******Business Response
Date: 06/03/2025
June 3, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: ********
Date of Agreement: 10/26/2021
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 completed the cancellation, per Ms. ******'s request. We sent Ms. ****** a cancellation confirmation email.
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: **** ***** *** ***** ****** **** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/16/2025
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 contacted vivint several times. They pulled out a credit card under my name without my consent, put me under a contract I did not agree to. It all started by a seller named “naomi” who came to my residence and offered these camera packages to me, I chose she said it'll only be “30$” a month that i am contract free can cancel any time, I found out they pulled a 4,822$ credit card under my name she did not mention any of that. I called vivint and vivint said my cameras are pending installation but how if i already have cameras do they not keep track of inventory? Naomi gave me false information. They said they would be in contact with me its been all week and nothing. I just want them to cancel my account because the seller did not mention any of this now she has blocked my number she does not answer my calls. She knows what she did. They did not give me a copy of anything.Business Response
Date: 05/29/2025
May 29, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: ********
Date of Agreement: 4/30/25
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 Vivint opened a credit card without her consent and put her under a contract that she did not agree to. She desires a refund.
Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (Agreement) on 4/30/25 with an initial term of sixty (60) months and and equipment fee of $3,610.28. which states “You, the buyer, may cancel this agreement/transaction any time prior to midnight of the third business day after the date of this transaction,” and “If during the Initial Term of this Agreement, you terminate this Agreement without legal excuse, you agree to pay to us an early termination fee unless you fulfill your obligations to pay all amounts owing for the purchase of your equipment.” Vivint’s records indicate that Ms. ****** participated in a survey which was sent to her device and in which she answered that she understood that she was approved for a Fortiva line of credit, and that understood that Vivint and Fortiva will charge her separately for her monitoring service and equipment. Vivint relied on Ms. ******’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Vivint’s records indicate that on 5/12/25, Ms. ****** called to cancel her account. She stated that it was too expensive. She was given 3 options for a discounted monthly rate, which were all declined. She was given cancellation information which included 2 options as stated in her Agreement. She was advised
A representative from Vivint has reached out to Ms. ****** in an effort to resolve this matter. Although cancellation without penalty is not warranted, in a gesture of goodwill, Vivint agrees to apply a $10 credit for the next 12 months to assist with her financial obligations. 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 LegalInitial Complaint
Date:05/16/2025
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.
Sold my house that I had vivint with for 3 years. Supposed to transfer vivint to new home owners. After 2 months, vivint withdrew monthly payment from bank account. New owners were told by vivint they do not service their address. So they went with another company. If they say no service, how did I have service for 3 years. I am demanding a refund and termination of that service. Several attempts made to vivint but no resolution.Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** *******
Vivint Account #: *******
Date of Agreement: 12/13/21
To Whom It May Concern:
I have reviewed the information provided by Mr. **** ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* states that he sold his home and his service was to be transferred to the new homeowner but after 2 months he started being charged again. He desires a refund.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement (Agreement) on 12/13/21with an initial term of sixty (60) months which states” If, at any point during the initial term of this Contract, you fulfill your obligations to pay all amounts owing for the purchase of the equipment, then you may terminate this Agreement without penalty or early termination fee with thirty (30) days prior written notice. If terminated, this agreement ends on the last day of the thirty (30) day notice period.”
Vivint’s records indicate that on 2/18/25, Mr. ******* deferred his billing account for 2 months. Vivint’s records indicate that on 3/27/25 Mr. ******* called about his account takeover. He was advised that per his agreement, his loan needed to be paid off. He stated that he would call back once he had the loan payoff confirmation. Vivint’s records indicate that on 4/1, 4/2, 4/3 and 4/4, Vivint reached out to the new homeowners. Messages were left and a representative spoke with the wife who stated that they would call back to take over the account. Vivint’s records do not indicate that the new homeowners called back and did not take over the account; therefore, Mr. ******* remained responsible for his Agreement. Vivint’s records indicate that on 5/16/25, Mr. ******* submitted loan payoff confirmation, submitted a verbal cancellation notice, and his account was submitted for cancellation.
A representative from Vivint has reached out to Mr. ******* in an effort to resolve this matter. Vivint agrees to cancel Mr. *******’ service and waive the 30-day cancellation period. Mr. ******* has no further obligation to Vivint and may contact Vivint’s representative directly if he 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 LegalInitial Complaint
Date:05/15/2025
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.
1st Occurrence - 5/12/2025 - A salesperson from Vivint tapped repeatedly on my front door making my dogs go crazy barking. I opened the front door to see who was excessively tapping on my door to find a young man with dark curly short hair yelling, "Where have you been? We have missed you! You nearly missed your party!" I asked who he was and pointed out my clearly posted "Please, NO Soliciting, Thank you!" Sign posted on the door. I asked if he was a telemarketer instead of sales person because I was startled, confused, and my dogs were barking loudly out of control. He yelled, "No. I don't even know what a telemarketer is. Didn't you get our pink invitation in your mailbox?" I was very upset with my dogs going nuts by this time and him purposefully creating a scene while ignoring my posted polite NO SOLICITING request. I told him that I wanted nothing to do with what he created and to get off my property. I made a police report since there was no way to contact the company without giving my email and phone number. The police verified signage and told me to contact if they returned. 3 days later someone returned. 2nd Occurrence - 5/15/2025 - The young man looked very similar if not the same person as the first visit. He not only rang my doorbell, he also knocked very loudly more than 7 times on my door. By then I had a larger sign outlining NO SOLICITATION in clear definition for No sales, etc. I opened the door and there he was standing in my yard again. I asked him why he chose to disregard the posted request. He told me that I obviously wasn't put on their list last year as Do Not Contact. I warned him sternly to get off my lawn or face legal consequences. I again called the police to report the incident that was obvious Harassment after I made myself clear 3 days ago that I was not interested in what he was soliciting. The police indicated it was trespassing which lead me to create another sign warning Vivint to NOT TRESPASS. I will record next the visit!!!!!Business Response
Date: 05/29/2025
May 29, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: NA
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by Ms. **** ******** and appreciate the opportunity to respond.
The kind of behavior Ms. ******** has reported is not consistent with Vivint’s policies, and I have reported this complaint to sales management in Ms. ********’ area and her address has been put on the no contact list. Vivint appreciates Ms. ********' feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/15/2025
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.
Contract expired but we had to call to terminate the monthly service. I was offered $29 a month with no contract. Just month to month service and we can cancel any time. First bill was $60. When I called to question the bill they told me this was the amount I had agreed to and when I told them I wanted to cancel they told me I agreed to contract. I asked for a supervisor or manager and they never had one. They told me they would escalate my complaint and have someone review the initial call. Over 2 months have passed and no call. When I called back they say they are still pending manager review. Now they are threatening me to send me to collections. So I have to pay $119.12 in order not to mess up my credit.Business Response
Date: 05/29/2025
May 29, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: 1/4/20
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******. At this time, Vivint has agreed to cancel Mr. ******** service effective 2/8/25 and provide a refund from that date. Mr. ****** may contact Vivint’s 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/15/2025
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 bought a house that had a Vivint inactive doorbell camera. I called and was told that I could have 2 doorbell cameras installed free with 6 months of service at $40 a month. I paid the first month upfront The installation person arrived while I was at work and asked me to complete an application. I began to do that and started reading the small print. I asked about what looked like a credit card application and was told that it is a requirement with a soft credit check. What appeared next was some type of loan that said I owe $1600 and my credit limit is $6,000. I immediately stopped and never submitted it. I did receive a notification that there was a hard check on my credit. I was then told by the installer that he would be sure to get the doorbells installed this week because the installation information was incorrect. I don’t know what kind of scam this is. I want my money back and I want to have an existing doorbell activated. Please help me. I have cancelled the account hopefully. The person I spoke to had a difficult time with the English language. I want to be sure that no one else has to experience this. I’m actually not sure how much money they have taken.Business Response
Date: 05/28/2025
5/28/25
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.
In the complaint, Ms. ******* states that Ms. ******* purchased a home with an inactive Vivint doorbell camera and was informed that she could receive two new doorbell cameras for free with a six-month service plan at $40 per month, paying the first month upfront. During installation, while she was at work, she was asked to complete an application, but upon reading the fine print, she discovered it included a soft credit check, followed by an unexpected loan offer stating she owed $1,600 with a $6,000 credit limit; she immediately stopped the process but later received a notification of a hard credit check. Ms. ******* is now seeking a refund and activation of the existing doorbell camera, expressing concerns about misleading practices and hoping to prevent others from experiencing similar issues.
Vivint’s records indicate that Ms. ******* has not had an active account with Vivint. Vivint's records show that the requested refund was processed on May 15, 2025. Vivint is also prepared to offer Ms. ******* a panel activation for $149 if she is wanting her existing doorbell to be activated and monitored.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint has confirmed to Ms. ******* that the refund was processed on Vivint's end.
Ms. ******* may contact Vivint’s representative with any questions or concerns Ms. ******* may have about the refund or panel activation.
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
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