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.
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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: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.
I had service with Vivint from Sept/Oct of 2024 at 1104 Farington Ridge Circle, Lithonia, Ga 30038 and I moved to my new apartment in March of 2025. At this time, I requested to have equipment removed from my old location so that I could take to my new location. At this time, a Vivint Tech came out to my old location in Lithonia to remove equipment and then explained that once settled in my new apartment I could have everything reinstalled. After moving into my apartment (about a week later) I called Vivint to schedule to have my equipment reinstalled. At this time, the Vivint customer service representative explained that there would be a $149.00 re installation fee to put my equipment into my new apartment. I explained to him that I did not have the $149.00 fee at the moment and he said that it was fine and that I could call back when ready. It is now May 2025 and I have started to receive past due notices for a service that I am not currently receiving. I called Vivint to explain the situation and they said that I am still responsible for fees for a service that they KNOW that I am not receiving. I then requested to cancel to not incur more fees and they say that I can't cancel either until I pay the past due amount for services that they know I have not received. So the fees will continue to go up without canceling and I explained that I didn't have the $149.00 to pay for installation and I don't have the now $140 something that has been billed for nothing. I need assistance with getting this canceled to not incur more fees to pay for nothing... My future intentions were to get the equipment installed in my new apartment eventually. But after this, I don't want the service anymore. I am a single mother with 2 kids and I genuinely just did and do not have the extra $149.00 to have the equipment re installed at this moment. I can barely buy food. I do not want to continue to be billed for this monthly.
Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******** *******
Vivint Account #: ********
Date of Agreement: 9/14/2024
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 began Vivint service in late 2024 at her Lithonia, GA address and moved in March 2025, requesting equipment removal for reinstallation at her new apartment. Although a technician removed the equipment and she intended to reinstall it later, she couldn’t afford the $149 reinstallation fee. Despite not receiving service since her move, Vivint has continued billing you and refuses to cancel her account until the past due balance is paid, causing financial strain as a single mother.
Vivint’s records indicate that Ms. ******* signed a Purchase and Services Agreement (“Agreement”) on September 14, 2024. Vivint’s records show Ms. ******* is in term until March 14, 2028. Vivint's records also show a credit of $228.51 was given on April 17, 2025, to assist Ms. ******* with her past due balance.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint is pleased to offer the customer two options:
1. Relocation of Services – Vivint will transfer the existing service to the customer’s new address and waive the standard installation fee.
2.Account Cancellation – The customer may choose to cancel the account. In this case, the applicable buyout amount will remain valid,
These options are subject to account verification and the customer’s acceptance of the terms.
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:05/15/2025
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.
Both my husband and I called to cancel our service with Vivint. We were told the service was cancelled, but then they charged me $34.50. When I called to find out why I got conflicting stores, one was that we called the day before and was offered a low monthly rate and we accepted it, another one was that we never canceled it and the last one was that my husband was not authorized to cancel it. None, of these are true! When my husband called he was never told he couldn’t cancel the service, he was only told it was cancelled. We have been getting calls for weeks from Vivint ask why we canceled, wish I would have recorded the calls, but didn’t because I was under the impression it was cancelled. When I called regarding the debit of the $34.50 out of my account, I told them I wanted it cancelled and they proceeded to lie again and say they couldn’t cancel the service over the phone, when the lady I spoke with before she transferred me to the supervisor, she told me she was working on getting it cancelled over the phone. I want a refund due to their negligence of not canceling our service when we requested it in April! All our calls to Vivint should have been recorded, it will prove what I am saying, but mysteriously the supervisor said their wasn’t and notes or calls from the day we canceled.Business Response
Date: 05/28/2025
5/28/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: *** ********
Vivint Account #: *******
Date of Agreement: September 2, 2019
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. ******** and her husband contacted Vivint to cancel their service but were later charged $34.50 despite being assured of the cancellation. When she called for clarification, she received conflicting explanations, including claims that her husband was not authorized to cancel and that they had accepted a lower rate—none of which were true. She is seeking a refund due to Vivint’s failure to properly process their cancellation request in April and is frustrated that records of their calls, which should exist, are mysteriously missing.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement on September 2, 2019. Vivint’s records show that on February 3, 2025, as Ms. ******** prepared to move out, her account was deferred for three months. On April 30, 2025, Ms. ******** was presented with an upgrade option related to her move but decided to consider it further in hopes of securing a better deal. On May 15, 2025, during a supervisor call, Ms. ******** asserted that her account should have been closed in April; however, no Notice of Cancellation or verbal Notice of Cancellation was recorded. Ms. ******** was subsequently sent an email with NOC information, and a formal Notice of Cancellation was filed the same day. Finally, on May 27, 2025, a representative from the legal department contacted Ms. ******** and offered to cancel the account and clear the balance of $34.50.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint has cleared her $34.50 balance and expedited Ms. ********'s cancellation.
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:05/15/2025
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.
On march 4, 2025 i called vivint customer service to cancel security monitoring service that I had for a few years, I followed that with a written notice on March 5 requesting the same. Since then I have received 2 charges for monthly monitoring service. When I called to inquire as to why my service has not been canceled I was told the email was not in file and did not have the right information. They also stated i did not provide information for who the service needed to be transfers to. None of that had been communicated in any way to me. They continue to refuse to cancel my serviceBusiness Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* ****
Vivint Account #: *******
Date of Agreement: 8/14/21
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. ****. Vivint cancelled Mr. ****’s service and provided a refund to his Visa on file, on 5/16/25. Mr. **** has no further obligation to Vivint and may contact Vivint’s representative directly if hw 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.
In Feb 2025 I thought I canceled my services. I had been with Vivint a little over a year and was not in a contract. Rather than honor my request they are refusing to cancel my service. I have called and spoken to several reps in several departments and they have told me they will not cancel my service because I now have a past due balance. In the last phone call I was told they will continue to bill me until it goes to collection. Another reason I was given for then not canceling is that I would not tell them who my alarm service is currently with. The rep stated she HAD to have that information.Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: ********
Date of Agreement: September 6, 2023
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 the monitoring service agreement effective May 28, 2025, waiving the outstanding balance. 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 LegalInitial Complaint
Date:05/14/2025
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.
Vivint sales agent did not disclose that a finance/loan account would be opened with a third party creditor to cover equipment costs in consumer's name. Consumer found out through a credit report notification. Consumer contacted Vivint directly to cancel the service, account, and have the loan removed. Also to collect the equipment at the residence.Business Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: ********
Date of Agreement: 5/12/25
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. ******. Vivint cancelled and refunded Ms. ******’s Vivint and Fortiva accounts on 5/22/25. Ms. ****** has 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 LegalInitial Complaint
Date:05/14/2025
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 been an advocate for ****** ****, who has been trying to cancel her Vivint Home security system for the past month but they refuse to cancel the servicesBusiness Response
Date: 05/28/2025
May 28, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: August 8, 2018
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 that she is an advocate for the contract signer Dianna *****. She states Vivint refuses to cancel the account of Ms. ***** upon her direct request. Ms. ****** desires a billing adjustment.
Vivint’s records indicate that Ms. Dianna **** signed a Purchase and Service Agreement (“Agreement”) on August 8, 2018. On April 14, 2025, Ms. **** requested cancellation of her Agreement due to no longer using the service. Ms. **** was unable to verify her account during this interaction, which prevented her from moving forward in canceling the account. On May 15, 2025, Vivint received a verbal written request for cancellation from Ms. ****. On May 27, 2025, the account of Ms. **** was cancelled.
A Vivint representative has attempted to contact Ms. ****** via email in an effort to resolve this matter. Vivint has confirmed that the account of Ms. **** is cancelled. Vivint has also cleared the balance due of $35.07 in a show of good faith. 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 LegalInitial Complaint
Date:05/14/2025
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.
Cancelation of service and monies going back to the creditor.Business Response
Date: 05/22/2025
5/22/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ********* ******
Vivint Account #: ********
Date of Agreement: May 5, 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 cancel her account without cancellation fees. We will also ensure her returned equipment is refunded to her Fortiva line of credit. 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: **** ***** *** ***** ****** **** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/14/2025
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.
The company Vivint was supposed to the bank there part of the loan by my payment each month they didn't do this they counted the money but didn't give citizen bank there part now they want me to pay them 980.00Business Response
Date: 05/29/2025
5/29/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** ******l
Vivint Account #: *******
Date of Agreement: July 1, 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 cancel Ms. *******'s account without cancellation fees once she has provided us with her verification passcode. 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 ResolutionsInitial Complaint
Date:05/13/2025
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 called in July of 2024 trying to get service on an existing system, they were no help and I asked them to cancel my services since they couldn't help. I stopped using the system assuming my conversation was enough and I wasn't advised of other steps needing to be taken. Today I received a call that my card got declined, 10 months after I cancelled. Spoke to the company for over 3 hours with no help at all. They told me I never cancelled and they wouldn't pull the recorded phone call when I asked. Resolution was me paying for another 2 months of a service that is not being used in order to cancel the service. It took 4 phone calls to get this done, they are shading, liars, and crooks. No one should have to endure this type of service from a company of this size.Business Response
Date: 05/20/2025
5/20/25
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 23326260
Complainant: ******* Dorr
Vivint Account #: *******
Date of Agreement: June 21, 2018
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 escalate the customer's cancellation. Mr. **** may contact Vivints 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: **************************************, or fax number: **************, ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/13/2025
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.
The thermostat on the Vivint system stopped working. I was sent out a new one. Replaced it and per their instructions sent the old one back to them. A few months have gone on and my account still has not been credited for the return thermostat. I called the first time was told by a customer service *** that they saw the return, but it has not been processed. called the following month another customer service *** stated they see it but not processed yet. When I call the third time and spoke to a customer service ***, they said they didn't see it and it hasn't been returned. My account still to this date has not been credited for the return of the thermostat. They stated they would credit it because it hasnt been returned. I state to customer service ***s before you saw it was returned and now all of sudden it not there. Because of them not crediting my bill, I have stopped paying until I received the credit due to me.Business Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 23324874
Complainant: Atassi Christian
Vivint Account #: ********
Date of Agreement: 7/12/2024
To Whom It May Concern:
I have reviewed the information provided by Mr. ****************** appreciate the opportunity to respond.
In the complaint, Mr. ********************* he returned a faulty Vivint thermostat as instructed but has not received the promised account credit despite multiple calls over several months, during which customer service responses have been inconsistentinitially confirming the return, then later denying it. Due to the unresolved issue and lack of credit, Mr. ****************** stopped making payments until the matter is rectified.
Vivints records indicate that Mr. ********* signed a Purchase and Services Agreement (Agreement) on 7/12/2024.
Vivints records show Mr. ********* had not provided the return tracking number to customer care, so the refund was not provided. We have since been able to locate the return tracking number & confirmed Vivint did receive the faulty thermostat on 11/07/2024.
A Vivint representative has attempted to reach Mr. ***************** assist with this matter via phone and email. After reviewing the account, ********************** has offered to remove the $177 from the write-off balance of $355.91. If Mr. ********* chooses to reinstate the monitoring service; he will need to pay $178.91.
To resolve this matter, Mr. ****************** contact Vivints representative to proceed with the proposed resolution. Mr. ********* may contact Vivints 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 Resolutions
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