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
- 7,855 total complaints in the last 3 years.
- 2,678 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:05/02/2022
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.
Vivint Technician installed an upgraded cell module to go from 3G to 4G. the system has had low battery issues and garage door offline since. I have contacted Tech support on 4/14/2022, 4/27/2022 to try to resolve the issues. the system is not reliable, and I have requested a technician to come and work on it, seems they are backed up and the technician is scheduled for June 2nd. I am trying to cancel the service and they claim that I still have a month on the contract. the contract was initiated in November of 2020, and I was verbally told it was for a year. when I go into my account, I cannot see any dates. Vivint claims it was for 18 months, I have no way to verify. The issue is the system is dead most of the time and unreliable when it is working, I am being charged for the month of May when no technician is available to repair the system they broke. I have also paid for the month of April when the system was not working. I am forced to pay for May to cancel the account. I am seeking a refund of 2 months @ $44.95 per.
Business Response
Date: 05/11/2022
May 11, 2022
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: March 4, 2016
To Whom It May Concern:
I have reviewed the information provided by Mr. **** ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** explains that he is unable to get a technician for his system upgrade until June. He further explains that he is being forced to pay for May to cancel his account. Mr. ****** desires a refund of 2 months at $44.95.
Vivint’s records indicate that a refund in the amount of $89.88 is being sent back to the checking account ending in ****. Mr. ****** would receive this refund within 7 business days.
Mr. ****** may contact (tari.d**@vivint.com / ###-###-####) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/11/2022
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,
**** ******
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.