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
- 8,098 total complaints in the last 3 years.
- 2,839 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:03/15/2023
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 moved on September 9th from 76 ********************. *******, ** to *******************************************************************. I had vivint home services at the former address and called them on September 13th to cancel services. I was told that I had to wait thirty days and services would be canceled. Early January 2023 I noticed that I was so receiving n notifications and called vivint again to be told that I was sent a form that must be completed back in September and Id be billed until they received that form. I explained that I was not told this and asked for a supervisor. I received no communication from that supervisor who promised me a call back. I carried again today after receiving a notification to be told I owe from September through March which should not be. I have proof I have not be at the address since September 9, 2022 as well as the email received after the phone call on the 13th which proves I have been trying to cancel these services.
Business Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19601167
Complainant: Maceo Parker
Vivint Account #: *******
Date of Agreement: August 6, 2021
To Whom It May *********************** have reviewed the information provided by Mr. *********************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint agrees to cancel his service upon receipt of his written notice of cancellation and final payment. **************** may contact Vivints representative directly with 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:03/15/2023
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 2 occasions I canceled services and was continued to be charged. After inquiring with VIVINT customer services, I was no longer charged after but they refused to reimburse the additional charges. On the first occasion, I had canceled the subscription that included my seperated wife at the time and had continued services in the home with only my name on the account for security purposes. I was then charged for both accounts on the same account for several months after requesting cancelation. Finally the cancelation occurred and I was refused reimbursement. I was charged a transfer fee to remove my seperated wife and then a monthly fee of $53.90 at the same time as paying for the previous account of $53.90. Additional charges $53.90.On the second instance, I attempted cancelation due to selling my home. It was suggested by VIVINT to transfer services vice canceling. I set up transfer on the 31st of January. I have continued to be charged 2 additional times following the sale of my home. I inquired with customer services and was told they didn't have a transfer of services in place. They went through the records and saw I had discussed equipment and cancelation in December. They then asked if I'd like to cancel. Of course I would but also would like to be reimbursed for the months I didn't even live there. I was again refused reimbursement. They had asked me to fix their mismanagement by getting the new homeowners on the line. I refused and canceled but will eat the additional charges.Two charges of $53.02 totalling $106.04 regarding this instance.Terrible company and terrible services. Total charges without services include $159.94.Business Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19600928
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 14, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account effective December 16, 2022 and to provide a refund from that date forward.. **************** 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:03/15/2023
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.
2/10/2023 - I purchased 2 security camera systems, with 24/7 recording, DVR playback, and phone notifications in the amount of $2193.98, paid for in full with a term of 1 month with a 3 business day cancellation. 1 system has 'NEVER" worked from the day of installation, the other service does not have 24/7 recording, No Dvr playback, will not send notifications unless deter is turned on, and will not even detect a vehicle. After a phone call and told they could put in a ticket for service to be told they would probably never contact me I decided to cancel. To be offered a $15 a month credit if I wanted to down grade, but unfortunately the reason I purchased these systems was for the 24/7 recording and vehicle notifications. I was then transferred left on hold for an hour to be disconnected. I again called back to be on hold again for another hour to finally get someone that could help me and sent me the information they requested to cancel my 2 services. I followed the request and sent them a formal letter requesting my cancellation including, my name, phone number, service address, account numbers, and reason for cancellation (which they received). After not hearing from them for 12 days I sent them a second request only to be told that my request was denied for 1 or more of the following reasons: 1) No valid notice of cancellation (they received on 2/13/2023) 2) Account has a remaining balance (My accounts were paid in full) 3) Your agreement term hasn't been met (agreement was 1 month with 3 business day cancellation). I again contacted them with my 3rd request addressing the above issues for them to tell me they received my request and will begin the cancellation process. Then 10 days later I again received a notice from them that my accounts cancellation was unsuccessful again for the same reasons. All correspondence I have sent them includes, my name, service address, phone number, and both account numbers. #******* #*******Business Response
Date: 03/22/2023
3/22/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19599733
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 2/10/2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she is dissatisfied with the service. ************* would like to cancel her accounts and receive a refund.
At this time, Vivint is willing to cancel Ms. ****** accounts and issue a refund upon receipt of the equipment. ************** may contact the representative who has contacted her via email to schedule a system removal appointment.
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: 03/27/2023
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 continue to follow thru. It's just very sad and unfortunate that it had to come to this to get this situation resolved.
Sincerely,
*************************Initial Complaint
Date:03/15/2023
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 recently moved out of state and my security system was transferred to the new home owner. Instead of also transferring the account to the new home owner, Vivint created a new account for the new home owner, and are now charging both accounts for the same service. Rather than fixing the clerical error, they are harassing me and telling me that I need to continuing paying for the service that they transferred.Business Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19599142
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: August 12, 2019
To Whom It May *********************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************** and a resolution has been agreed upon. At this time, Vivint agrees to cancel his service effective 2/6/23 and provide a refund, if warranted, from that day forward. ********************** may contact Vivints representative directly with 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: 03/23/2023
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:03/15/2023
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 would like to file a complaint regarding contractual obligations with Vivint. I ordered service and equipment from them on February 6, 2023. They explained that I was eligible for a one time discount, for an upfront fee of $155 and monthly monitoring charge of $49. I received the equipment on February 13, 2023. The first problem was that the exterior camera needed to be hardwired. I specifically asked the representative for equipment that was wireless. She assured me that ALL their equipment was wireless and worked off of cell signals not Wi-Fi. The camera that I received was not wireless and could only be connected through home WiFi. I called to cancel and return the equipment, they sent me an interior camera instead (that had to be plugged in) and asked me to please try this first. I received my first bill on 3/15/2023 for $155 listed as Service Fee. I called to ask why I was being charged more than the agreed to amount of $49 and was told that I was in a contract to pay this amount for 60 months. This is not what I agreed to. I asked that the service be cancelled and I would return the equipment. They refused to cancel and insisted that I was bound to an agreement and my cancelation period was 30 days and I had exceeded that time period. This service is a scam. This is not what I agreed to and the representatives are completely unwilling to discuss. The rep I spoke with was very smug in telling me that they 'Had Me' and there was nothing I could do unless I bought out the entirety of their contract to be calculated at $155 multiplied by 60 months.Business Response
Date: 03/22/2023
3/22/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19598718
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 2/7/2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel her account and fully refund her. ************** 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: 04/21/2023
I returned the equipment as agreed but have not received mu refund or confirmation the account has been cancelled. I have reached out several times and no one acknowledges me. Can you be of assistance please?Business Response
Date: 04/25/2023
4/25/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19598718
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 2/7/2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivint has cancelled Ms. ****** account and she will receive her refund within 10 business days.
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 Legal
Tell ** why here...Customer Answer
Date: 04/25/2023
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:03/14/2023
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.
Ever since i've had ******* Equipment there's been nothing but problems with it. It doesn't ever properly work whatsoever and when I call customer service. They say they already fixed it which they never fixed it and now since I'm moving. I'm doing a self uninstall like they said I could without being charand now. I'm at that point when I'm looking at the equipment it was never properly installed That's why it never worked. And they always said it works on there and so they don't know what's going on on my end and now. I know what's going on and when I called them they said to get a transfer to my new address. I still have to pay a $170 for insulation fees. Even though my equipment's never been working what's the weather and they told me? I was not gonna be charged if I do it myself and they won't let me install it myself.. I want a full refund for 10 months of service because that's. How long my equipment has never properly worked I got it in July 2022.Business Response
Date: 03/23/2023
March 22, 2023
Better Business Bureau of ****
**** W ***********************************************************;
RE: Consumer Complaint Case #: 19597194
Complainant: **********************************
Vivint Account #: *******
Date of Agreement: July 21, 2022
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In his complaint, *********************** states that he is not satisfied with the Vivint equipment. ********************** states that whenever he called for assistance, he was told the issue was resolved. *********************** states that he did a self-uninstall so he would not be charged due to moving. *********************** states that the equipment did not work because it was installed incorrectly. *********************** states that Vivint now wants to charge him to have the equipment installed at his new address. ********************** desires to receive a credit/refund for 10 months due to the equipment not working properly.
A Vivint representative has attempted to reach out to *********************** regarding this matter via email. After reviewing the account, Vivint agrees to remove the ************* fee of $5.00 permanently for the remainder of the monitoring service contract. Vivint offers to provide a credit of $149.00 to cover the installation of the equipment at the new address. No credit/refund is warranted as each time *********************** contacted Vivint regarding any issues, they were either resolved over the phone by troubleshooting or a Smart Home Professional was scheduled to resolve the issue.
Vivints records indicate that *********************** signed a Purchase and Services Agreement (Agreement) on July 21, 2022. *********************** contacted Vivint on August 22,2022, due to sensors not always sounding and doorbell not always ringing. Troubleshooting was completed and the issue resolved. August 25, 2022, ********************** called due to the alarm not triggering. Troubleshooting was completed,it was determined that *********************** was bypassing the sensor. Vivint, however, shipped a replacement for peace of mind. September 12, 2022, ********************** contacted Vivint to cancel due to system issues. Vivint scheduled a Smart Home Professional and provided a $25.00 credit. October 15, 2022, *********************** called regarding audio issues with his doorbell camera. Vivint scheduled a Smart Home Professional to replace the doorbell camera. March 6, 2023, Vivint emailed instructions for uninstalling the equipment and quoted *********************** $149.00 to have the equipment installed in his new home. March 14, 2023, *********************** called needing assistance with uninstalling his doorbell camera and to set up appointment for an install. ********************** pushed back, not wanting to pay the installation fee. March 15, 2023, *********************** called to find out what it would cost to cancel, saying he would contact Citizens for the payoff of the equipment later.
To resolve this matter, Vivint agrees and offers the resolution as stated above. *********************** may contact Vivints 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 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/23/2023
Complaint: 19597194
I am rejecting this response because: He never fixed the stuff like they said they did. Also I always feel pressured by stuff by their agents. So whatever they said they are lying they never fixed our stuff They came out and said they fixed stuff but they never properly fixed anything.I have further information on this complaint we told them not to charge our card that's on file and the delete our card on file they never. Deleted the cardonfile and they overcharged us and charged us 105 dallers we had to file fraud on them.
Sincerely,
**********************************Initial Complaint
Date:03/14/2023
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.
Have spoken with 2 different representatives when trying to cancel service due to equipment and panel being outdated. Both promised free panel and equipment with 4 year commitment. Tech showed up 3/9/23 and requested personal information to “run out credit and see what our we were eligible for because he read the notes from customer loyalty and he doesn’t do anything for free.” He then asked for $500 for the panel that was supposed to be free. He did offer to pay it monthly with an increase to my bill $17 a month to be $70 plus tax. The customer loyalty specialist told me he was lowering my bill to $30 month. It seemed to us that whoever dispatches the service tech or either this tech specifically have their own agenda and do not honor what is promised to the customer. We have had this service for over 10 years. I’m still not sure what his reason was for requesting or ssn to check our credit rating since we are already active customers and have been over 10 years. Very shady. I’ve never had someone show up and request our info for a credit app. Not even when we started service in 2012. To make it worse, even he left, he said that we might as well pay him his money for the panel because it’ll cost more than that to switch companies. At that point, we told him to leave our property. Before filing this complaint, I have reached out to the name listed on BB site for complaints and haven’t heard from him either. One of the customer loyalty specialist told us Vivint has a new owner. This is the worst case of customer service we have ever experienced. I sent in email canceling service with email I sent to legal@vivint. I received 2 emails, once asking me to reschedule the technician for the panel because we weren’t available and the other confirming my cancellation. Now they are wanting to bill me for 2 months when I’ve been trying to cancel due to it not working since 1/30/23. It was canceled and reactivated for the visit on 3/9 to upgrade. Horrible business. Avoid!!Business Response
Date: 03/21/2023
March 21, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: ********
****
Vivint Account #:
*******
Date of
Agreement: 7/13/2013
To Whom It May Concern:
I
have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In
her complaint, Ms. **** explains that she would like her account cancelled as
she is not satisfied with the service.
Vivint’s
records show that Ms. ****’s account has been cancelled. Ms. **** has no
further obligation to Vivint.
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: 03/21/2023
Complaint: ********
I am rejecting this response because: I have received a bill for almost $80 for cancellation fees and times when I did not have service.
Sincerely,
******** ****Business Response
Date: 03/29/2023
March 29, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: ********
****
Vivint Account #:
*******
Date of
Agreement: 7/13/2013
To Whom It May Concern:
I
have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
Ms.
****’s account has not been charged since January 2023. Ms. **** can disregard
this bill as her account is cancelled.
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 LegalInitial Complaint
Date:03/14/2023
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 called to cancel the alarm service they offered me another contract I explained I dont want to be in another contract then he said I was still under a contract that I paid off over a year ago because I would not accept a contract the phone was disconnected on several attempts without canceling the serviceBusiness Response
Date: 03/21/2023
March 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19596996
Complainant: ****************;
Vivint Account #: *******
Date of Agreement: June 3, 2017
To Whom It May *********************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A Vivint representative has reached out to ************ and a resolution has been agreed upon. At this time, Vivint agrees to send a free tech to resolve all issues with door lock and doorbell camera. ************ may contact Vivints representative directly with 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:03/14/2023
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.
We were given a Vivent alarm system and decided to activate it to see if it was something we would be interested in keeping. We were told by the representative that we had 30 days to cancel, so we went ahead and signed up on February 16 and decided to cancel on February 27 of the same year, so less than 30 days. They have been giving us the run around regarding canceling. They tell us that they have to contact the sales representative to confirm that he offered 30 days. We have called 8 times and they keep on telling us that they are waiting to hear back from the sales representative. They still haven't canceled and they have told us that their return policy is 3 days, then they said 7 days, but when we signed up they told us 30 days. They are trying to get us at 30 days so we are locked into the contract.Business Response
Date: 03/21/2023
March 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19596331
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: February 16, 2023
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has fully cancelled her service and provided a full refund. ****************** has no further obligation to Vivint and may contact Vivints representative directly with 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:03/14/2023
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.
We had camera issues where the camera was not picking up movement at the door and not recording last year. Vivint sent a tech that was supposed to take 30 min to 1 hr that ended up being 3-4 hours. Tech stated he installed a new camera, only for the same thing to be happening again and being told the camera is from 2018 and will cost $249 for a new camera to be installed if the troubleshooting I just spent over an hour doing does not work. We have not been secure in our home since Sunday and what we just tried did not fully work. Oakley, the supe at Vivint stated it could take 24 hrs to 1 week to get the camera software team to look into this. The equipment we purchased from Vivint is to be paid of as of Aug 4th so it is convenient it would stop working and we have become bombarded with emails and calls about referring others and upgrading the equipment. We feel the cameras are purposely malfunctioning to for an upgrade. I asked ****** if the camera does not work, can they just forfeit the remainder of the contract thru August and he stated no, we would still have to pay for equipment that does not work and no actual security provided according to the contract signed. This started today w/my husband leaving opening the door at 6:06:43 AM and not recording but there was a stranger standing out in front of the house. The camera did not pick back up until 6:07:55 AM. That is not SAFE nor do we feel PROTECTED by Vivint. This has happened before but we thought one or the other was deleting clips only to find, this is a Vivint issue. I definitely need to be paid for the countless hours of so called technical troubleshooting we have had to do to NO AVAIL. ****** offered a $44.73 1 month credit so contract over in July, not August of 2023. Case# for this repair is *********.Business Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 1995374
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 4, 2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to lower the monthly monitoring service fee by $10.00 permanently for the remainder of the service contract. Vivint has also provide information on how to request cancellation of the monitoring service. ************** 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 Legal
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