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
- 7,856 total complaints in the last 3 years.
- 2,682 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:04/08/2025
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.
Had Vivint **************** dor 4 years.2 months before Contract expired, advised avivint to cancel contract at date of expiry. Asked for cancellation letter. None sent. 3 weeks before contract expiry, called Vivint to confirm they will cancel / stop service at contract expiry. Asked for a final payment and cancellation letter would be sent. **** has not been cancelled or letter sent.All equipment was paid for ( reminder- been with Vivint 4 years). Vivint continues to bill for ******************
Business Response
Date: 04/15/2025
April 15, 2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23177726
Complainant: ******** ********
Vivint Account #: *******
Date of Agreement: June 18, 2016
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 the monitoring service effective February 19, 2025, when the contract ended. Ms. ******** has no further obligation to Vivint. Ms. ******** 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/08/2025
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.
After honoring my contract with the company, I simply tried to cancel my service and was given assurance that my service with them would be cancelled promptly on the date we agreed to. Three months from the date, it was incumbent upon me to contact them again, be given a runaround and have to make multiple calls to be told it would take up to 30 days to process in which I could be charged a prorated rate. I believe I am owed the ***** for 3 months (possibly 4) from this company for delaying my request and more than likely commuting to charge me as if nothing happened.Business Response
Date: 04/16/2025
4/16/2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23175329
Complainant: ****** ********
Vivint Account #: *******
Date of Agreement: 1/30/2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ********* account and refund the last three months of service. Mr. ******** will receive his refund within 10 business days. 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/22/2025
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:04/08/2025
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 10th 2025 Mr. I ********, a salesman, with Vivint sold me a bunch of lies. I got signed up incorrectly for Vivint and later on I found out they signed me up with *******. The jerk didn't tell me that the **** Vivint equipment costs around $5000! Plus they ran my credit for Fortiva credit line and didn't even tell me that they were going to do that! I didnt find out until my credit monitoring service alerted me to a "new account". I want to cancel and get this equipment out of my house and the **** Fortiva removed from my credit report. The liar salesman told my wife and I that we could cancel within 30 days, so I call within the 30 days, but Vivint says to cancel is actually within 3 days..... wtf, 3 days?! Bs! Vivint is a scam. They're saying for me to cancel it will cost around $1300.... Vivint is predatory and they employ liars. I even tried contacting this ***** ******** but he never answers. I'm not paying for this scam. How many people has Vivint and Fortiva scammed? More people need to know about both companies and their predatory behaviors!Business Response
Date: 04/14/2025
April 14, 2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23174427
Complainant: ******* ********
Vivint Account #: ********
Date of Agreement: March 10, 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 schedule an onsite visit to remove the equipment. Once removed,Vivint agrees to cancel with forgiveness both the monitoring service agreement and equipment line of credit with *******, however, no refund is warranted. *********** 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/07/2025
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 went down the drain. Customer service has been outsourced to somewhere in India, and they don’t speak English fluently. If you have a problem with your equipment, you might as well pack it up. Now I’m stuck paying for thousands of dollars of equipment that I can no longer use. There has been no resolution because I can’t get a native English speaker on the phone. Get your security needs elsewhere. You will regret this!Business Response
Date: 04/16/2025
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
In his complaint, Mr. ***** explains his dissatisfaction with the service.
To assist Mr. Dolan, a representative has contacted Mr. ***** via email to find out how Vivint can help him.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/07/2025
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.
Three vivint sales **** approached us while we were outside in our yard. They offered upgraded equipment for our system. We were having an issue with one camera, and they offered to see what they could offer us. Their offer was to replace the non-functioning doorbell camera, and our two outside cameras, with new ones, forgive the remaining balance on our original equipment, and we'd pay $51.00 per month for the new equipment and service. That offer didn't get communicated to vivint, and the new monthly amount, as well as the old monthly amount has came out of our account. ********************** wouldn't do anything about it until they received verification from the sales person, which we eventually found out the sale had been put under a different sales person's name. When I contacted the sales person who made the offer, he said he'd take care of it. That didn't happen. The sale's person who it was credited to says he doesn't recall the other guy making that offer. Now were stuck with this. I just found out they don't have a license to sell here, and ******************** hasn't since 8/2023. I've been finding out that many other people around here have had similar experiences with vivint.Business Response
Date: 04/14/2025
April 14, 2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23172070
Complainant: *** *******
Vivint Account #: ********
Date of Agreement: January 7, 2021
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 Vivint sales representatives offered to replace their doorbell camera and two (2) outdoor cameras, to forgive their remaining equipment loan and they would pay $51.00 per month for the new equipment and services. He states that he has been double charged by Vivint. Mr. ******* states Vivint refused to correct the billing issue. Mr. ******* desires a billing adjustment and a refund.
Vivints records indicate that Mr. ******* signed a Purchase and Service Agreement (Agreement) on January 7, 2021. On February 14, 2025, informed Vivint that he was told that his old Citizens loan would be forgiven.
A Vivint representative has attempted to contact Mr. ******* via email in an effort to resolve this matter. Vivint has confirmed that the Citizens line of credit has been forgiven effective January 1, 2025. This process can take up to sixty (60) business days to be completed. Mr. ******* may contact Vivints 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/15/2025
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, as long as they follow through. After having to make several calls, and send multiple emails, and posts on ******** tagging Vivint, they just reached out to me saying theyre going to do what the sales person said they would do. Im still working with them to get some equipment / system issues resolved, since the technician didnt complete the work correctly. So, if they follow through with what they've said, then this is resolved.
Sincerely,
*** *******Initial Complaint
Date:04/07/2025
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 horrible experience with Vivint. My home flooded and was a total loss. All the vivint equipment ruined. I had pre paid for everything and did not have a contract with them. They would not cancel still. I've now spent 7 hours on the phone trying to get the account cancelled. The service was incompentent, predatory, and ridiculous. I've paid over $1200 in additional fees because they simply do not cancel the account. I've spoken to 4 different people. Messaged with their online support. They literally make it impossible to cancel. It feels likeBusiness Response
Date: 04/14/2025
4/14/2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23171555
Complainant: ******* *****
Vivint Account #: ********
Date of Agreement: 8/29/2023
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ***** account and refund $144.88 which will be received within 10 business days. Mr. ***** has no further obligation to Vivint. 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/07/2025
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.
I have had this suppose to be security system since 2023 and 1 incident where a stolen vehicle was parked and front of my house the police did not see any footage from suppose to be camera and my family lives were threaten by the individual whos car it was. then had 2 thefts last one March 26 right n front of driveway and camera caught nothing. I am basically paying for nothing. the last theft was a total loss the theft before that ended in ***ro could not afford to fix the ***airs no insurance, I am so over a paying for a system that does not protect me nor my family. i called to ask about additional coverages since im under contract and *** tells me i have to pay another 600 for a camera for blind spots and spot light for motion really I am out of thousands. I need to know how i can get out of contract to find a company that can secure me and my family.Business Response
Date: 04/14/2025
4/14/2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23171508
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: 5/23/2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ******* account without penalty. ********* has no further obligation to Vivint. Ms. ****** may contact Vivints 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 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/15/2025
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:04/07/2025
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 was looking for camera system for my house for security purpose. I went blind I saw Vivint had good deals and reviews, I filled out a form online. They called me took my card number over my phone run my credit over the phone guy named ***** said to me congratulations you are approved for $4000. I was so confused. What is he talking about lol I didnt know hed want my credit for a credit card through other company to sell me a product like camera system. He sent me a schedule for March 5, 2025. A technician come out to my house. His name is ******. He had me filled out a lot of paperworkthrough my phone so finally after four hours he finishing installing the camera systems, I noticed on the app that he set up for me balance due for $400 upfront I ask him what is this $400 about ? His response was, dont worry I will get it waived since then my account shows past due because nobody from customer service or loyalty department of ********************** ready to help me, every time I call the customer service they kind of pushed me away from the phone. Theyre not ready to help me. I need somebody to help me outwith this. Thank you ..Business Response
Date: 04/14/2025
April 14, 2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23167224
Complainant: Matin *********
Vivint Account #: ********
Date of Agreement: March 5, 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 waive the outstanding balance on the account, providing a fresh ********. ********* 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/05/2025
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.
1/16/2025 ********** with Vivint was disconnected and I requested to stop my service with Vivint. I own the equipment, so I did not have to return the equipment. I moved on 1/18/2025 to *****************************************. Vivint was suppose to stop billing me after I paid a final bill of $202. I made the payment for December and January along with $99 was for removing the equipment. I received a bill for February and March 2025. Vivint did not close my account. ********************** is not securing my residence because I moved from *************************************************************************** on 1/18/2025. They should have prorated January bill but instead they continue to charge me and I do not live at that address. I have requested several times by calling and they tried to get me to pay for service I did not receive.Business Response
Date: 04/09/2025
April 9, 2025
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 23166130
Complainant: ***** Johnson
Vivint Account #: ********
Date of Agreement: July 17, 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 agreed to cancel the remaining Vivint Agreement without penalty and to clear the balance due of $53.14. Ms. ******* may contact Vivints 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 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/09/2025
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:04/05/2025
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.
Tried to transfer services to a new owner who bought our house where the equipment was installed. Provide VIVINT with new owner Name and address where service will be taken over. But VIVINT, just started a new service with my transfer equipment at the same address, but still is demanding I pay for the remaining contract, since I did not provide them with the new owner phone number, so they could make the transfer. So now they have a new account but still charging me. The equipment is still at the original address of **********************************************************************.Business Response
Date: 04/14/2025
4/14/2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23165616
Complainant: ******* *********
Vivint Account #: *******
Date of Agreement: 2/6/2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ********** account backdated to January 2025. Mr. ********* will receive a refund of payments made since then. ************ has no further obligation to *************************. Caballero 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/14/2025
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,
******* *********
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