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
- 7,927 total complaints in the last 3 years.
- 2,731 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.
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 ResolutionsInitial Complaint
Date:05/13/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had to move from our home into another rental because of the owner in January 2024. We signed up for vivint in 2020. We had a 5 year loan on the equipment and then monthly service charges all on auto pay. We called them in January 2024 asking them what to do since the new home we are renting doesn't allow vivint because they have ring and require us to use that; Vivint *** said they could put our account on hold or freeze for a year until our equipment is paid off and then we can cancel service. Our equipment was paid off on April *******. We called several times leading up to April to ensure the freeze could keep going until April so that we weren't being charged for services we were unable to use. My wife, ******, called numerous times with me verifying our account and they keep giving her different reasons as to why we can't cancel. They first said they needed a confirmation number that equipment was paid off and they did a 3 way call with citizens pay and the *** said yes, it's paid in full but no confirmation number since it was on auto pay so they said no, we can't cancel and we ended up arguing with them and then they said they would submit a request to cancel. They then emailed me and said our request to cancel was denied because we are under contract. Not one *** that we talked to said that when we froze our account that we were extending our contract. Then they said yes you did, we have all our audio recorded and a supervisor stated that he heard me verbally agree to everything g but then we said when they do that, the phone breaks up and they talk too fast with a foreign accent that is difficult to understand. We cannot use this service and have paid off the equipment. Now when I try to call to cancel they give a different reason why I can't. Now we have been charged for the service this month because they won't cancel our service. We need this rectified immediately.Business Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 23324567
Complainant: ****** Bragdon
Vivint Account #: *******
Date of Agreement: 05/15/2020
To Whom It May Concern:
I have reviewed the information provided by Mr. **************** appreciate the opportunity to respond.
In the complaint, Mr. ******************* he moved to a new rental in January 2024 where Vivint service wasn't allowed, and was told by a Vivint representative that his account could be frozen until the equipment was paid off in April 2025, at which point they could cancel. Despite multiple calls confirming this arrangement, Vivint later claimed his contract was extended due to the freeze, denied his cancellation request, and has continued charging him for a service he cannot use, providing inconsistent and unclear reasons.
Vivints records indicate that Mr. ******************* a Purchase and Services Agreement (Agreement) on 05/15/2020.
Vivints records show ****** ******* accepted a 12-month term, in exchange for $10 monthly discount & 2 months free on 02/11/2025. ****** agreed to the Legal disclosure on the call. Due to this term renewal, the cancellation was denied without paying the remaining balance.
A Vivint representative has attempted to reach Mr. *************** assist with this matter via phone and email. After reviewing the account, ********************** has agreed to complete the monitoring cancellation without refund. Mr. ******* has no further obligation to Vivint.
To resolve this matter, Mr. **************** contact Vivints representative to proceed with the proposed resolution. Mr. **************** 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 ResolutionsCustomer Answer
Date: 05/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial 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 am filing this complaint due to a deceptive sales experience I had with a Vivint sales representative named ****** *******. He assured me verbally that I would have 30 days to cancel the contract after signing up for the Vivint home security system. Based on this assurance, I agreed to sign. However, after reviewing the contract post-signing, I discovered that it only provides 3 days to cancel, not the 30 days I was promised. The representative never pointed this out during the interaction and intentionally misled me to believe I had a full month to evaluate the service risk-free. I contacted Vivint to cancel after realizing this deception, but was told I was locked into a multi-year contract and would need to pay over $4,000 to cancel. I feel I was misled into this agreement under false pretenses, and would not have agreed to the service if I had known the actual terms. I am requesting to be released from the contract without penalty due to the sales misrepresentation and deceptive practices by Mr. *******, who I believe acted in bad faith on behalf of Vivint.Business Response
Date: 05/20/2025
May 20, 025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** *********
Vivint Account #: ********
Date of Agreement: 04/22/2025
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond.
In the complaint, Mr. ********* states he was misled by sales representative ****** *******, who falsely assured them they had 30 days to cancel the contract, when in fact the contract only allowed 3 days. As a result of this misrepresentation, the Mr. ********* unknowingly entered a multi-year agreement and is now seeking to be released from the contract without penalty.
Vivint’s records indicate that Mr. ********* signed a Purchase and Services Agreement (“Agreement”) on 04/22/2025. Vivint’s records show Mr. ********* agreed to the 3-day trial period on multiple documents & the 60-month term.
A Vivint representative has attempted to reach Mr. ********* to assist with this matter via phone and email. After reviewing the account, Vivint agrees to cancel the Vivint account & uninstall the Vivint equipment, providing the customer a full refund of money paid to Vivint. The customer will have no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. Mr. ********* 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:05/13/2025
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.
We started service with Vivint in 2019, our financed equipment and monitoring contract concluded in 2019. In January of 2025 we called in curious to see if our home was still being protected since the contracted had ended. The representative affirmed that it was and offered us a warranty on all our old equipment “from 2019” for an extra $10 a month and we agreed. On May 9th we called in to cancel the service all together. Vivint stated that we are being held responsible to the original terms and conditions we signed with back in 2019, when we originally got our security system. That even though we completed that contract last year, by us accepting the warranty we were verbally agreeing to a new 1 1/2 year contract and if we wish to cancel we would have to buy out of it for $419.91! We never put pen to paper or signed any contract or agreement stating anything about a new year and a half contract. No terms of service were ever explained to us either! All we did was verbally agreed to the warranty for an extra $10 a month. The representative over the phone failed to explain any terms of service or that we would be liable to termination fees. If anything this is Elderly Abuse. I am disgusted that we have been loyal to a company that would try to pull a fast one on us like this. Forcing us to pay over $400 to cancel the same service and equipment we’ve had well past our contract.Business Response
Date: 05/20/2025
May 20, 025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: **** *********
Vivint Account #: *******
Date of Agreement: 12/7/2019
To Whom It May Concern:
I have reviewed the information provided by Ms. ********* and appreciate the opportunity to respond.
In the complaint, Ms. ********* states she has been with Vivint service since 2019 and completed her contract, but in January 2025, she verbally agreed to a $10/month warranty without being informed it would trigger a new 18-month contract. When she tried to cancel in May 2025, Vivint claimed she was told she owed a $419.91 termination fee, despite never signing or being told about any new contract terms.
A Vivint representative has attempted to reach Ms. ********* to assist with this matter via phone and email. After reviewing the account, Vivint's recorded call shows that on January 17, 2025, Ms. ********* agreed to 2 Legal Verbal Disclosures. The 1st one was to add the Vivint Protection Plan to her Vivint account. The 2nd was to lower her monthly rate to $29.99 (before tax & the Protection Plan) with an 18-month term renewal. The term renewal is valid.
In an effort to assist with the financial difficulties, Ms. ********* stated during her call on May 9, 2025, Vivint agrees to apply a credit of $83.79 to cover the past due balance & provide 4 additional months free (not including tax or the Verbal Protection Plan).
To resolve this matter, Vivint agrees to the resolution as stated above. 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
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