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
- 8,172 total complaints in the last 3 years.
- 2,888 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:08/06/2025
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 paid a premium for what is marketed as a premium security system with premium customer service. I recently changed my wifi network and just needed to switch my security cameras to the new network but am unable to. Customer service is unable to help me do what should be a very simple task and their only solution is to send a technician out which will cost me $99. This is not acceptable given the premium they charge is supposed to pay for premium service. There are many other cheaper alternatives out there with the caveat that they supposedly don't provide the level of service that Vivint does. However, despite Vivint claiming they provide this higher level of service, they still require additional charges over and above the upfront premium they charge in order to provide the service. This is a scam and false advertising.
Business Response
Date: 08/13/2025
Vivint Account #: *******
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. **** has requested repair due to stating he paid a premium for a security system that promises top-tier service, but after changing his Wi-Fi network, he’s unable to reconnect his cameras and customer support has been unhelpful. Their only solution—a $99 technician visit—feels unacceptable given the premium cost and advertised service level. He believes this undermines Vivint’s claims of superior service and views the extra charges as misleading and deceptive.
Vivint’s records show Mr. **** does not have a current or grandfathered Protection Plan on his account.
Mr. ****'s equipment is struggling to get adequate internet speeds, for the cameras to function properly. His WIFI speeds are less than 3.5Mb/s. This is not a Vivint equipment issue, this is an Internet Service Provider Issue.
A Vivint representative has attempted to reach Mr. **** to assist with this matter via phone and email. After reviewing the account, Vivint is pleased to offer a complimentary technician visit to help ensure a stable internet connection to your panel. pending account verification and acceptance by Mr. ****.?
To resolve this matter, Mr. **** may contact Vivint’s representative to proceed with the proposed resolution. 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: **** ****** ***** ***** ** *****?or fax number: ***** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions?Customer Answer
Date: 08/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23706567, and find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:08/01/2025
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.
Company has not provided agreed upon services. Upon contacting several times the company has failed to provide support for services and has charged a cancellation fee. Services were never rendered.Business Response
Date: 08/08/2025
Vivint Account #: ********
Case #: *********
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 refund the Early Termination Fee (ETF) as Mr. ***** requested Cancellation during the time frame outlined on his Notice of Cancellation and expedite his cancellation. Mr. ***** 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: 08/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23689926, and find that this resolution is satisfactory to me.I hope they do a better job in the future at following up with customers and ensuring good service.
Sincerely,
*** *****Initial Complaint
Date:08/01/2025
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 contacted Vivint 5 times requesting a full refund and equipment removal for a system that has never functioned satisfactorily. Vivint’s only response was a text message bot to lower monitoring costs. At no time has the refund request been acknowledged. It is extremely unfair for a large corporation to put in defective equipment, promise to fix the system during every service call, not provide timely on-site support, and then ignore requests for refund and removal.
My husband and I were very happy for 4 years with the Vivint system we had which is why we contracted with Vivint when we moved into our home in April 2025. We paid in full for this security system because we believed in Vivint’s product and support and then found Vivint is unable to provide a functioning security system. We now own proprietary equipment that cannot be used by another security provider.
It should be noted that the system has never worked satisfactorily and that we have worked with Vivint technicians in good faith to address the problems since system installation. For each problem we were assured that Vivint would fix our problem, and thus, we patiently rebooted, unplugged and upgraded equipment firmware, and then finally waited for on-site support. The doorbell camera has been problematic since June 6th, could not be fixed by technicians remotely and required on-site support. Vivint sent on-site support twice – yet the doorbell camera only worked for a few hours after each on-site visit. Each time we have called we have waited multiple days for the service appointment: June 11th service call set an appointment for June 17th (6 days, or 3 business days) and June 20th service call set an appointment for June 25th (5 days or 3 business days). Therefore, the request for cancelation, made via phone on June 25th, then again via email on June 26th, followed up with faxes on June 27th, July 2nd, and July 21st should be considered within the cancelation/refund window.Business Response
Date: 08/11/2025
Resolved Response
Vivint Account #: S-********
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 contacted Ms. ******, and a resolution has been reached. Vivint has agreed to process a refund in connection with her concerns. Should Ms. ****** have any further questions or require additional assistance, she is welcome to contact her assigned Vivint representative directly.
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: 08/11/2025
Resolved Response
Vivint Account #: S-********
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 contacted Ms. ******, and a resolution has been reached. Vivint has agreed to process a refund in connection with her concerns. Should Ms. ****** have any further questions or require additional assistance, she is welcome to contact her assigned Vivint representative directly.
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: 08/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23688484, and find that this resolution is satisfactory to me. Thank you to the Vivint representative who understood and assisted with my complaint. I sincerely appreciate all she did.
Sincerely,
***** ******Customer Answer
Date: 08/14/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23688484, and find that this resolution is satisfactory to me. Thank you to the Vivint representative who understood and assisted with my complaint. I sincerely appreciate all she did.
Sincerely,
***** ******Initial Complaint
Date:07/31/2025
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 a NO SOLICITING SIGN ON MY DOOR! It is almost 9pm!!! I have children and my lights were off!!!!! Stay away from my house, you people NEVER stop!!!Business Response
Date: 08/06/2025
Vivint Account #: CA-*********
Case #: S-*******
??????? ?
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** requested no further contact from Vivint due to an unwanted and disruptive visit from a company representative. We understand how upsetting this experience must have been, especially with a "No Soliciting" sign clearly posted and the visit occurring late in the evening.
A Vivint representative has attempted to reach Ms. ***** via phone and email to assist with this matter. After reviewing her concerns, Vivint has added her home to our Do Not Knock/Do Not Contact (DNC) list to ensure no further visits occur.
Ms. ***** may contact Vivint’s representative directly with any 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:07/31/2025
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 moved and removed my equipment from my former house. The buyer of my new home is having difficulty getting an appointment to have his vivint equipment installed and activated. I have your company informing them of the situation. They refuse remove my account from the home and provide an install and activation date for the new owner. I have informed the company that I do currently have a new permanent home for installation, they refuse to change the address for the equipment. I am currently financing the equipment, but will pay the balance in full once the happens in two weeks. What can I do to get the equipment disassociated with a home I do not own? Also, I asked to terminate the contract, but the agents I spoke with refused to terminate it. I feel I'm being forced to do business with Vivint.
Old Address: *** ******* **** ********* ** *****Business Response
Date: 08/06/2025
Vivint Account #: S-*******
Case #: CA-*********
To Whom It May Concern,
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** requested that her service account be removed from her former address to allow the new homeowner to reactivate Vivint service.
Vivint’s records show that the account is currently pending cancellation under a buyout promise arrangement. Ms. ****** sold the property and moved into an apartment, taking the equipment with her. However, she has not yet provided a new address, which has prevented the new homeowner from reactivating their Vivint service.
A Vivint representative has attempted to contact Ms. ****** via phone and email to assist with this matter. After further review, the only way to enable service activation for the new homeowner is for Ms. ****** to proceed with the cancellation of her account. This includes an early termination fee of $1,174.95, while continuing to pay off the Fortiva Line of Credit, pending account verification and acceptance by Ms. ******.
Once the cancellation is complete, the new homeowner may contact Vivint’s National Inside Sales (NIS) team at ************ to reactivate service at their current location.
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution or to address any 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:07/31/2025
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.
On June 14, 2025 my salesperson, ****, visited my home. He mentioned offering 3 months of a trial period and pressured me to sign up immediately, stating that he really needed the help with money for his kids. He assured me that I could cancel after the 3 months and that everything would be fully refunded. Relying on these verbal representations, I signed the contract. However, after **** left, two installers arrived just 30 minutes later to begin installation. One of them mentioned that **** had done something wrong when entering my information into the system, which suggests errors or haste in the process.
At no point during the sales pitch, signing, or installation was I informed about the full costs I am now discovering, including the $3,311.31 charge for equipment. Additionally, while it was vaguely mentioned that a credit card would be opened, it was presented as being only for additional purchases—not that the entire amount (including equipment and installation) would be charged to it without my full understanding or consent. I did not realize or authorize this financing structure, and nothing in the process clearly disclosed the credit implications, interest potential, or total financial commitment. I only became aware of these details recently when I received an email about payment, well after the installation the day of 7/14 which just so happens to be the last day you can cancel. I also spoke to two different people that day with no help. My most recent attempt at a resolution was on 7/30 when I spoke to a woman in the customer loyalty department and told her my story. She said they do not offer that/unable to contact own sales teammate.
These actions appear to violate consumer protection laws, including the FTC's rules against unfair and deceptive practices, The high-pressure tactics, incomplete disclosures, and verbal promises that contradict the written contract (or were not honored) have led to unauthorized credit activity and financial harm.Business Response
Date: 08/06/2025
Vivint Account #:S-********
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. **************** and appreciate the opportunity to respond.
In her complaint, Ms. **************** requested cancellation without financial obligation, citing a verbal promise of a 3-month trial period. However, Vivint’s records indicate a 30-day trial period, which ended on July 14, 2025. Her cancellation request was received on July 30, 2025, outside of the documented trial window.
A Vivint representative has attempted to contact Ms. **************** via phone and email to assist with this matter. After reviewing the account, Vivint is prepared to proceed with cancellation under the trial period terms, pending account verification and acceptance by Ms. ****************.
To resolve this matter, Ms. **************** may contact Vivint’s representative directly with any questions or to proceed with the proposed resolution.
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: 08/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23684507, and find that this resolution is satisfactory to me.
Sincerely,
******* ****************Initial Complaint
Date:07/31/2025
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 received this product 1/2025 and I am trying to cancel the product because I was not aware that I will have two bills for Vivint and Fortiva. I asked Vivint to cancel the services and come pick up the equipment and they refused. I also called Vivint today and they told me to pick that I had to pay an early termination of $1000 and plus pay the late fee of $230. Fortiva is constantly reporting to my credit. They will not allow me to cancel the service nor pick up the equipment.Business Response
Date: 08/07/2025
To Whom It May Concern:?
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond. ?
In the complaint, Mr. ****** has requested to cancel the account due to financial responsibility misunderstanding
Vivint’s records show ?this account is within terms until 12/28/2029
A Vivint representative has attempted to reach Mr. ****** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer a buyout to cancel the account, pending account verification and acceptance by Mr. ******.?
To resolve this matter, Mr. ****** may contact Vivint’s representative to proceed with the proposed resolution. Mr. ****** may contact Vivint’s representative with any questions or concerns he may have.?
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ****** ***** ***** ** *****?or fax number: (**** ********, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:07/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The sale rep explained when you move, if you are still paying on the smart home equipment they would move it for free. Which is what sold us on the smart home system knowing we were moving. When it came to moving the remove it and want 150$ for the removal, and another $150 to reinstall that was suppose to be free. My wife and I have contacted Vivint 3x in the last month and are being told that they will not honor the sales reps offer, and good luck cause they are billing me through 2028.. I understand there’s a contract but I’m done paying anything to this company who can’t follow what’s was offered. The contract was signed, and they won’t provide me it for proof. So now it’s hitting my credit, and we have a box of camera pieces idk what to do with cause they have yet to reinstall cause I’m not paying itBusiness Response
Date: 08/06/2025
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 a technician and apply a $65 credit to the account. Mr. ***** 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:07/31/2025
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 paid in full and canceled an alarm contract full term on May 29, 2024, for **** *** ***** ** ****** ****** *****. I spoke with ******* ***** *** ***** ****** at Vivint billing. Confirmation# **************. My capital one credit card was charged on May 29, 2024, along with14.14 on May 25,38.50 on May28. The house using the alarm system sold April 30, 2024. and had been vacant for over a year.
Six months later, Vivint started charging my capital one card, a different amount each month. I never was contacted by Vivint explaining why. I called the billing office, and the person had no clue and unable to help. Recently, they told Capital one I was on contract, which doesn't explain the bizarre charges that were different for 5 years. I was not given the option to sign a cancellation contract; not told it was available or necessary. Why would they wait 6 months to start different amount charges and no explanation when I called? I was told by ***** ****** I was paid in full and cancelled contract on May 29, 2024. Neither Vivint nor Capital One can help me.
I want a refund of $77,10 and the cancellation promised by a Vivint billing employee on May 29, 2024.
I am 75 years old and don't know how to upload my credit card bill, but I can mail it to an appropriate address if needed. Thank you, **** *******.
Thank you for your timeBusiness Response
Date: 08/06/2025
Vivint Account #: S-*******
Case #: CA-*********
??????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* requested a refund of $77.10 due to delayed account cancellation and unexplained charges. Vivint’s records confirm that her account was officially canceled on May 29, 2024, with the Notice of Cancellation (NOC) attached on May 30, 2024. The line of credit and the early termination fee were both paid in full at that time.
A Vivint representative has attempted to contact Ms. ******* via phone and email to assist with this matter. Following a thorough review, Vivint cancelled the account and has processed a refund of $77.10, which is expected to arrive within 3–5 business days if issued electronically, or within 15 days if sent by check.
Ms. ******* may contact Vivint’s representative directly with any 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 ResolutionsCustomer Answer
Date: 08/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23680832, and find that this resolution is satisfactory to me.
Sincerely,
****** *******Initial Complaint
Date:07/30/2025
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.
My service contract is up, I called at the beginning of the month to cancel the service, they just charged my checking account again. Saying that it takes 30 days to cancel an account. Never heard of a contract being up and it taking 30 days to take effect while still charging someone money for something the canceled and the contract is up.Business Response
Date: 08/05/2025
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 expedite the cancellation process and initiated a refund in the amount of $62.24. Mr. ****** may contact Vivints 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: **************, ********************** Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 08/08/2025
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. I waited for the business to confirm cancellation of my account
Sincerely,
******* ******
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