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
- 3,963 total complaints in the last 3 years.
- 2,846 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:07/22/2025
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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23639810, and find that this resolution is satisfactory to me.
Sincerely,
***** ******tch. I no longer wanted to deal with their predatory practices. I only want confirmation of my cancellation of service for 1 August 2025. thank you.
Business Response
Date: 07/29/2025
Vivint Account #: S-*******
Case #: CA-*********
?????? ?
To Whom It May Concern:?
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** requested cancellation of his Vivint services effective August 1, 2025, due to an upcoming relocation to another state.
Vivint’s records indicate that the cancellation process had already been initiated and was scheduled to be completed within the standard 30-day cancellation period, following company policy.
A Vivint representative has attempted to contact Mr. ****** via phone and email to assist with this matter. Following a review of the account, Vivint has escalated and confirmed that the service cancellation and account closure will be completed on August 1, 2025, as requested.
To resolve this matter, Mr. ****** may contact Vivint’s representative directly with any questions or concerns regarding the cancellation or next steps.
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:07/22/2025
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.
Complaint: 23636924
I appreciate that your response was prompt. I also understand that your role requires you to protect the company’s interests, even when that means defending a cancellation process that, in my experience, was unnecessarily complicated and misleading.
To be clear, no services were rendered by Vivint over the past two years. I had a different provider during that time, and I can provide documentation showing when that account was established and that it remains in good standing. Additionally, if you claim that monitoring was active, then there should be a record of the event that occurred during that period. If you can provide concrete evidence that this event was detected and handled through your monitoring system, I will consider the matter further. Otherwise, the claim that service was provided is unfounded.
Regarding the cancellation, it is a fact that Vivint failed to send the confirmation email necessary to finalize the process. If you had verifiable proof that the email was sent and received on my end, I assume it would have already been presented. I initiated the cancellation in good faith; your failure to follow through made it impossible to complete—this does not align with fair business practices or current regulatory requirements related to service termination.
While I acknowledge the gesture of crediting a charge I did not authorize, it’s frustrating that your company still saw fit to bill me $120, including late fees, after I had clearly canceled.
One additional question: Why did your company update its cancellation policy in January? Was it due to new compliance obligations? It’s surprising that in an age of transparency and public accountability, Vivint continues to rely on outdated and opaque procedures, placing the burden of incomplete cancellation solely on the customer.
Unfortunately, it seems we’ve reached an impasse. I will be pursuing this matter through Small Claims Court and am prepared to present my case in front of a judge. I also intend to share my experience on social media so that current and prospective customers can understand the type of business practices they may be subject to.
This is not solely about the nearly $1,600 charged to my account—it’s about principle. Customers deserve to be treated with honesty and respect.
I sincerely hope you reflect on how the company treats its customers, because it often reflects how it treats its employees.
Sincerely,
**** ******** this situation immediately and refund the unauthorized charges.Business Response
Date: 07/25/2025
Vivint Account #: S-*******
Case #: CA-*********
?????? ?
To Whom It May Concern:?
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
In the complaint, Mr. ******** requests a refund due to a delayed cancellation dating back to 2023.
Vivint’s records indicate that on July 10, 2025, Mr. ******** verbally completed the cancellation disclosure and requested cancellation due to high monthly rates and unexpected charges. This request was received, accepted, and properly documented, authorizing Vivint to proceed with cancellation.
Over the past two years, Mr. ******** accepted multiple offers but did not finalize the cancellation. Services continued uninterrupted during this time. Despite having accepted these offers and received services, Mr. ******** is now requesting a refund for the previous two years.
A Vivint representative has attempted to contact Mr. ******** via phone and email to assist with this matter. After reviewing the account, Vivint has processed the cancellation as requested. The cancellation was properly authorized and accepted on July 10, 2025.
Please note:
1-Services over the past two years were provided under accepted agreements and reflect active usage.
2-A refund for that period is not supported due to the acceptance of offers and lack of cancellation follow-through.
3-A courtesy credit of $58.63 will be applied to cover the 30-day cancellation period, following Vivint’s standard policy.
To resolve this matter, Mr. ******** may contact Vivint’s representative to proceed with the proposed resolution or to address any further questions or concerns.
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:07/18/2025
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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23620972, and find that this resolution is satisfactory to me.
Sincerely,
******* ******his service and should not have to pay over $1200 due to misrepresentation.Business Response
Date: 07/25/2025
Vivint Account #: ********
Case #: CA-*********
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 we are actively working on her on a resolution. At this time, Vivint has sustained the account, unless the Sales Representative confirms an extended ROR/trial period. We will continue to work with Ms. ****** until a resolution has been reached.
Ms. ****** may contact Vivint’s representative directly if there are 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:07/18/2025
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.
Complaint: 23620210
I am rejecting this response because: I have not received an email with the refund amount. I was charged for service today and I was charged by fortiva for equipment. Until I know I am refunded for the equipment I will not accept anything.
Sincerely,
********* *** month of services and have an equipment payment due. I have spoken to several people over the last few months and it has all been contradicting informaiton. I want my service canceled immediately and a refund issued for the equipment I no longer have. I do not want to be charged anymore for something I don't have. I don't even have access to my online account any longer.Business Response
Date: 07/23/2025
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 expedite the cancellation process and Vivint is reviewing the account regarding a potential refund. Ms. *** may contact Vivint’s representative directly if there are 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 ResolutionsBusiness Response
Date: 07/29/2025
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 forgive the loan in the amount of $1,680.06. Additionally, a credit of $70.31 has been applied to your account. Ms. *** may contact Vivint’s representative directly if there are 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 ResolutionsCustomer Answer
Date: 07/30/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23620210, and find that this resolution is satisfactory to me.
Sincerely,
********* ***Initial Complaint
Date:07/18/2025
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.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23619000, and find that this resolution is satisfactory to me.
Sincerely,
******* *******Business Response
Date: 07/24/2025
Vivint Account #: *********
Case #: *******
???????
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond. ?
In the complaint, Ms. ******* has requested the cancellation of her account due to moving and a call experience.?
Vivint’s records show that Ms. *******'s account has been submitted for cancellation.?Vivint is also working internally to investigate the call experience Ms. ******* had with no call back.
A Vivint representative has attempted to reach Ms. ******* to assist with this matter via phone and email. After reviewing the account, Vivint's representative has expedited the cancellation so it will be completed in the next 1-3 business days. If Ms. ******* would like to move the system, Vivint's representative is also ready to assist on a call and the move pull and install would be at no cost to Ms. *******. This option is pending account verification and acceptance by Ms. *******.?
Ms. ******* may contact Vivint’s representative with any questions or concerns she 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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