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Vivint Smart Home Complaints & Contacts

Vivint Smart Home is a home security and automation company founded in 1999 as APX Alarm Security Solutions, rebranded Vivint in 2011, taken public via a 2020 SPAC merger, and acquired outright by NRG Energy in March 2023 for roughly $2.8 billion. The company has paid a $20 million FTC settlement over misuse of consumers' credit reports, a $3.2 million DOJ settlement over false statements to a lender, and multiple state Attorney General settlements (Arizona, New Jersey, Wyoming, Texas, Pennsylvania) over deceptive door-to-door sales tactics. A federal appeals court also affirmed a $189.7 million jury verdict against Vivint for sales reps impersonating a rival security company's employees.

REVIEWS & COMPLAINTS10on USAComplaints · none in last 3 yrs · latest 2009
PHONE (UNVERIFIED)(800) 216-5232
WEBSITEvivint.com
HEADQUARTERSLehi, UT
PROFILE CHECKED2026-11-06
Submit a Complaint Read reviews & complaints ↓ Official website ↗

Contacts

PhoneAddress

Cancel, billing & returns

Other contacts

VERIFIED

Locations

  • Headquarters3401 Ashton Blvd Lehi UT 84043
EDITORIAL

Is Vivint Smart Home Legitimate?

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Legal name
Vivint Smart Home, Inc. (business segment of NRG Energy, Inc. since March 2023)
Founded
1999
Business type
Home security and smart-home automation, sold via door-to-door and telemarketing
Website
vivint.com
Headquarters
Lehi, UTSource: Vivint Terms and Conditions, checked 2026-08-25
Subsidiary of
NRG Energy, Inc.Source: NRG Energy press release, checked 2026-08-25

Vivint Smart Home, Inc. is a home security and smart-home automation company founded in 1999, sold via door-to-door and telemarketing, and a business segment of NRG Energy, Inc. since March 2023. Its sales practices have drawn federal and state enforcement across more than a decade. The FTC's 2021 case found Vivint reps misused unrelated consumers' credit reports to secure financing; DOJ separately found reps made false statements to a lender about who funded initial payments. At least five states (Arizona, New Jersey, Wyoming, Texas, and Pennsylvania) have settled deceptive door-to-door sales claims against Vivint, and a federal jury -- upheld on appeal by the Fourth Circuit -- found Vivint representatives impersonated a competitor's staff to poach customers, awarding $189.7 million in damages. Common consumer complaints echo these findings: quoted prices that don't match the final bill, difficulty cancelling within the legal rescission period, and continued billing after cancellation attempts.

EXTERNAL SOURCE

Independent Sources

Shown for context — not merged with USAComplaints' own numbers.

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EDITORIAL

Complaint Themes

Deceptive door-to-door sales tactics (multiple state AG settlements)Misuse of consumer credit reports to secure financing (FTC settlement)Sales representatives impersonating competitor employees (CPI Security verdict)Cancellation and billing-after-cancellation complaints

Themes summarize what people write about most often. One complaint can touch several themes, and some complaints (a positive report, or one later retracted by its author) fit none, so themes are not a count of complaints.

CONSUMER ALLEGATION

Reviews & Complaints on USAComplaints

USAComplaints currently maintains 10 historical complaints about Vivint Smart Home, published between 2007 and 2009. No approved complaints have been published on this site during the last three years. For a current reputation snapshot, see the independent sources on this page.

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PUBLIC RECORD

Court & Public Records

FTC v. Vivint Smart Home, Inc.

Settled

U.S. District Court, District of UtahDocket 2:21-cv-00267-TSSource ↗

SettledFTC alleged Vivint sales representatives obtained financing for credit-unqualified customers by pulling the credit reports of unrelated third parties with similar names or adding cosigners without consent, leaving innocent people referred to debt collectors when the accounts defaulted. Vivint agreed to pay $20 million ($15 million civil penalty, $5 million consumer redress) and establish a customer-service task force. On December 5, 2024 the FTC sent an initial round of redress -- 470 checks averaging $1,056, totaling about $500,000 -- to consumers with valid claims, noting additional funds would be distributed at a later date.

United States v. Vivint Smart Home, Inc. (FIRREA false-statements settlement)

Settled

U.S. Attorney's Office, District of UtahSource ↗

SettledDOJ alleged that from 2017-2020, Vivint sales representatives personally fronted customers' initial financing payments while making false statements to the federally insured lending bank to make it appear customers had funded the payments themselves. Vivint agreed to pay $3.2 million to resolve the FIRREA allegations.

Wyoming Attorney General v. Vivint (deceptive door-to-door sales settlement)

Settled

Wyoming Attorney General consumer-protection enforcementSource ↗

SettledWyoming's AG settled with Vivint Inc. and its installation arm (then called Smart Home Pros, Inc., formerly Arm Security, Inc.) for $100,000 to the state general fund, over allegations of misrepresented discounted pricing, failure to timely refund customers who cancelled within the 3-day right-of-rescission period, and unlawful door-to-door sales tactics.

Arizona Attorney General v. Vivint

Settled

Arizona Attorney General consent judgmentSource ↗

SettledArizona AG Mark Brnovich announced a $400,000 consent judgment ($75,000 restitution, $285,000 civil penalty, $40,000 costs/fees) over allegations that Vivint sales representatives made false representations to induce customers to sign contracts.

New Jersey Attorney General v. Vivint Smart Home, Inc.

Settled

New Jersey Attorney General / NJ Fire and Burglar Alarm Advisory Committee (Assurance of Voluntary Compliance)Source ↗

SettledNew Jersey's AG announced a $200,000 settlement resolving complaints (some dating to 2008, against Vivint/APX and its installer arm) over high-pressure sales, cancellation difficulty, billing/contract inaccuracies, equipment problems, and misleading representatives. Terms required sales-rep ID badges, 5-year recordkeeping of contract acknowledgments, free system removal for rescinded contracts, and permit/code compliance.

Texas Attorney General v. Vivint

Settled

Texas Attorney General settlementSource ↗

SettledTexas AG Ken Paxton announced a settlement alleging Vivint used door-to-door alarm sales representatives who were not registered with the Texas Department of Public Safety as required, beginning around January 2012, in violation of the Texas Deceptive Trade Practices Act. Settlement required DPS registration compliance and clearer cancellation-right notices.

CPI Security Systems, Inc. v. Vivint Smart Home, Inc.

Appeal decided

U.S. Court of Appeals for the Fourth Circuit (appeal from W.D.N.C.)Docket 24-1120Source ↗

Appeal decidedA competitor, CPI Security, sued Vivint alleging its door-to-door sales representatives deceived CPI's own customers by falsely claiming Vivint had acquired CPI or that the rep was with CPI, violating the Lanham Act and North Carolina's Unfair and Deceptive Trade Practices Act. A jury awarded CPI $49.7 million in compensatory and $140 million in punitive damages (about $189.7 million total); the Fourth Circuit affirmed the verdict on appeal.

TCPA class action re: Vivint telemarketing calls

Settled

U.S. District Court, Southern District of FloridaDocket 0:12-cv-61826Source ↗

SettledClass action on behalf of consumers who received prerecorded or autodialed telemarketing calls from Vivint or its marketing partners starting in September 2008, alleging Telephone Consumer Protection Act violations. Final approval was granted for a $6 million settlement fund.
EDITORIAL

Corporate history and ownership

Founded in 1999 in Lehi, Utah by Todd Pedersen and Keith Nellesen as APX Alarm Security Solutions, the company rebranded as Vivint in February 2011. Blackstone acquired it privately in 2012, and it went public on the NYSE in January 2020 via a reverse merger with Mosaic Acquisition Corp., a Fortress Investment Group-sponsored SPAC. NRG Energy announced an all-cash acquisition in December 2022 and closed the roughly $2.8 billion deal (about $5.2 billion including assumed debt) on March 10, 2023; Vivint now operates as an NRG business segment rather than an independent public company.

VERIFIED

Company Relationships

  • Subsidiary ofNRG Energy, Inc.
EDITORIAL

Frequently Asked Questions

Who owns Vivint Smart Home now?

NRG Energy, Inc. acquired Vivint outright in an all-cash deal that closed March 10, 2023, for roughly $2.8 billion (about $5.2 billion including assumed debt). Vivint is no longer an independently traded public company.

How do I cancel a Vivint service or subscription?

Vivint's Terms say a service or subscription can be cancelled by calling Vivint Customer Service at (800) 216-5232 during normal business hours (Mountain Time) to start the cancellation process, and that the subscription is cancelled within 30 days of Vivint receiving the request. Unpairing a device does not cancel a subscription. The Terms also say that after cancelling you will lose access to the Vivint app and may lose access to your Vivint account, and that an active multi-month subscription may carry an early termination fee.

How do I get technical support for my Vivint system?

Vivint's Terms say technical assistance can be requested in the Vivint app, via chat at Vivint.com, by email at [email protected] or by phone at (800) 216-5232, and that Vivint may charge for troubleshooting and repair not covered by its Limited Warranty. The Terms also say controlling Vivint devices and services requires a mobile device with the Vivint app.

Has Vivint been fined or settled with regulators over its sales practices?

Yes, repeatedly. The FTC settled a $20 million case in 2021 over misuse of consumer credit reports; the DOJ settled a separate $3.2 million case the same year over false statements to a lender; and Arizona, New Jersey, Wyoming, and Texas have each reached their own settlements with Vivint over deceptive door-to-door sales tactics.
Sources (2)

Vivint Smart Home (own site)

Other