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
- 8,036 total complaints in the last 3 years.
- 2,789 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:02/11/2023
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 purchased a Vivint system. At the time of install, one piece of equipment wasn't available and was mailed to my home 2-3 weeks after my install. My entire system was financed for $4,000. The piece of equipment mailed to me 2-3 weeks later was already included in the $4,000 financed. Now, Vivint created a separate invoice to charge me twice for the same equipment. I'm having a difficult time have the charge removed and being harrased w/phones daily. Also, spoke w/****** on 02/07/23, and she stated she issued a refund for the duplicate charge. However, as of this date, the charge has not been corrected and I'm still receiving calls. I also believe late charges have been added. I requested a hard copy invoice mailed to me in Nov for the purchased of the entire system. As of the date, I have not received the invoice. I do not believe this system cost $4000. I do believe Vivint/Citizens Bank are defrauding consumers.
Business Response
Date: 02/17/2023
February 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19387390
Complainant: *************************
Vivint Account #: *******
Date of Agreement: October 25, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she was double charged for a piece of equipment that should have been part of the original installation, however, it was shipped to her 2-3 weeks later. **************** desires for the charge to be removed.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, Vivint agrees to provide a credit for the duplicate charge in the amount of $370.99 to the monitoring service account.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on October 25, 2022. **************** contacted Vivint on November 9,2022, to order a piece of equipment that was shipped and billed on November 10,2022. Vivint charged Ms. ******* account the amount of $370.99 for non-returned equipment in error, January 2023.
To resolve this matter, Vivint agrees to the resolution as stated above. **************** may contact Vivints 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 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/21/2023
Complaint: 19387390
I am rejecting this response because: Some of the details provided by Vivint is incorrect. I DO Not recall my first telephone call w/Vivint; however, the 1st date for my equipment to be install was on October 21, 2022. This install did not occur. I received a call from a Vivint Rep stating the installer was in an accident. I was told on the call, I would received a $200 credit towards my install because of my inconvenience on this day, I had took off work. My install was rescheduled and took place on November 10, 2022. Vivint stated "I contacted them on this date to return the equipment." I have spoken to Vivint Representatives on numerous occasions trying to obtain an itemized statement of the cost of each piece of equipment and not a total cost of $4,000 for the Smart Home Bundle. in wish I did not even received all the equipment included in the package. Again, the equipment being charged was suppose to be included in the package I received. The installer did not have all the equipment available and I received a call from Vivint regarding this piece of equipment. Vivint also stated I was double charged in November 2022. This is also incorrect. Vivint just recently added the duplicated charge within the last month. I personal believe Vivint is illegally charging hidden fees in their billing practices and the entire company is committing fraudulent business practices. I also believe the finance company. ************* is working with them. I was unable to get through to them until I was transferred by a Vivint Rep.
Sincerely,
*************************Initial Complaint
Date:02/10/2023
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 had canceled my service with vivint in June of last year and was still charged $46 dollars each month from that time until now. I am seeking my money back for those charges made on my account. For the past 7 months the total is $322.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: May 4, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. **** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ***** via phone to resolve his concerns. 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 LegalInitial Complaint
Date:02/10/2023
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.
Back in I believe July a Vivint salesperson knocked on my door to sell me a security system. After talking I decided to take his offer on one camera above the garage, one doorbell camera, the display screen, and a sensor on the front, back and garage door. After talking he said that our monthly bill would be 60 bucks and some change. He said if we wanted to cancel any time that we could and they would come out to remove the equipment. Today I received a bill from a 3rd party company stating that I was 4 months behind on my bill. I didnt understand why because Ive paid Vivint every month and not once did it show that I had a late bill. I contacted Vivint to inquire about the 280 dollars in late fees. And they said that the Fortiva payment is for the equipment and the 60 bucks and some change was just for the service. Payment through Fortiva was not once mentioned by the Vivint salesman. In order for me to cancel my account Vivint is forcing me to pay off the full amount of the loan from Fortiva. I not once agreed to paying Fortiva. The salesman made it seem that all payment was directed to Vivint. Now my credit is getting hit with late payments that I never knew existed. To summarize: FORTIVA was not once mentioned by the salesman and I cant cancel my account until the loan is paid off. I refuse to pay anything to Vivint or Fortiva. If any of this was mentioned by the salesman I wouldnt have accepted his offer and wouldve asked him to leave.And they also said the we verified everything through a video and audio recording stating that we agreed to everything. Even though we agreed the salesman did not go into any detail on Fortiva. Side note: just got off the phone with a supervisor for Fortiva and I have never been so disrespected and felt so unheard in my entire life. This is absolutely ridiculous and Vivint has done great at making me feel like trashBusiness Response
Date: 02/17/2023
February 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19385129
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 7/27/2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ explains that at the time of the sale, he was not made aware of the equipment line of credit. ************ requests cancellation of his account and the equipment loan.
At this time, Vivint is willing to cancel Mr. ***** account and line of credit upon receipt of the equipment.
However,it should be noted that Vivints records indicate that on July 27, 2022, the contract signer participated in a pre-installation survey in which the line of credit was discussed and confirmed. The purpose of the pre-installation survey is to ensure the customer is aware of the terms of the System Purchase and Services Agreement (Agreement).
Despite the information mentioned, Vivint agrees to the resolution above. A representative from Vivint has contacted him 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 LegalInitial Complaint
Date:02/10/2023
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 haven't had service in 2 years and they keep charging our bank account even after sending then a formal cancellation email on March 22nd of 2022. That was after finding out that they had been charging us when we had not had service already for one year. Now another year later we find that they have charged us $102 for service we do not have. We paid for our equipment in full March 21st of 2022 so they have absolutely no reason to be charging us as of this month or any month after that. We do in fact still have the email that we sent them because we felt that we were still going to receive problems from them as they are under lawsuits and investigations for things exactly like this.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *******
Vivint Account #: *******
Date of Agreement: June 17, 2017
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* states that he has not had services in two (2) years and Vivint keeps charging him. He states that he sent a cancellation letter March 22, 2022 and paid off the equipment on March 21,2022. Mr. ******* desires a refund, explanation of charges, cease of billing and cancellation.
A Vivint representative has attempted to contact Mr. ******* via email in efforts to resolve this matter. Vivint offers cancellation of the monitoring contract and its associated fees effective March 22, 2022 and will provide a refund from that date forward.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement (“Agreement”) on June 17, 2017. Records show that June 1, 2021 Mr. ******* requested information on move options for his services and was offered a twelve (12) month deferment. Records indicate that Mr. ******* did accept the twelve (12) month deferment and in March it was notice that only three (3) months were deferred. The deferment was back dated, and seven (7) months were credited to the customer. Records indicate that March 21, 2022 Mr. ******* requested cancellation of the account. Records show that February 10, 2023 Mr. ******* notified Vivint that the account should have been cancelled and he is still being billed.
With the information listed above. Vivint offers cancellation of the remaining monitoring contract and its associated fees effective March 22, 2022 and will provide a refund. Mr. ******* may contact Vivint’s representative directly with any further questions or concerns in 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 LegalInitial Complaint
Date:02/10/2023
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.
Vivint smart Home reached out to us last spring about having solar panels installed on our home. They sent a company in June to install the panels. We are learning months later that they never received a permit through city and parish ordinance to have this done. This has resulted in these panels not being connected to the power to be utilized. The company that Vivint used to do this process has since went out of business (Alternative Solar). The financial company who financed the loan for $44,000 has however required their payment monthly. This is on a product that is not functional and installed illegally. I will follow up with multiple complaints for these other companies as well. At this time we are trying to work with our local city commissioner to see if we can even use the panels.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19381093
Complainant: *******************
Vivint Account #: *******
Date of Agreement: January 14, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that Vivint reached out to her regarding having solar panels installed. She states a company came in June to install the panels. ************ states that months later she found that a permit was never received to have this done. She states that the solar panels could not be connected to the power and utilized because of this. ************ states that the company used to install the panels Alternative Solar has since gone out of business. She states that she has been charged monthly for the panels. ************ listed no desired resolution.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint is currently working on a resolution for this matter and has let ************ know that Vivints representative will contact her as soon as more information and a resolution is provided.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on January 14, 2022. Records show that February 8, 2023 ************ contacted Vivint regarding the solar panels not working and was told she would need to call in, ************ disconnected the chat. This is Vivint security, we do not deal directly with the solar units, but will do everything we can to make sure a resolution is agreed upon to assist *************
With the information listed, Vivint will contact Ms. ********** as soon as a resolution is provide from the Vivint ****************** ************ may contact Vivints representative directly with any further questions or concerns in 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:02/09/2023
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 tried to cancel. I moved and buyer does not want. I tried to cancel a few years ago and was told I could lower costs. I don’t realize I was signing up for longer contract. They said they reviewed the call and it said I agreed so nothing I could do. There contracts should not be required if you are not happy with service or don’t need! They also never followed to discuss the call.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: August 7, 2017
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* states that she tried to cancel her service due to a move. Ms. ******* stated that she tried to cancel the service a few years ago but was told by Vivint she could lower the costs. She states that she did not realize that she was signing up for a longer contract. Ms. ******* states that the call was listened to and she was told she agreed and that there is nothing that can be done. Ms. ******* desires a billing adjustment.
A Vivint representative has attempted to contact Ms. ******* via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and its associated fees with no penalty to Ms. *******. If there is a remaining balance for the equipment Ms. ******* will remain responsible for those fees.
Vivint’s records indicate that Ms. ******* signed a Purchase and Services Agreement (“Agreement”) on June 7, 2017. Records indicate that June 25, 2021 Ms. ******* contacted Vivint to see if she could receive a lower rate, which she agreed to renew her contract for twenty-four (24) months and a discount of $10.00 per month to her monthly rate. Records show that November 18, 2022 Ms. ******* requested to cancel the service and was advised that she is still in contract until 2024 and was provided with the buyout information. January 19, 2023 the call in which Ms. ******* agreed to extend her contract was listened to and it was confirmed that Ms. ******* did in fact agree to extend the contract.
With the information listed. Vivint offers cancellation of the remaining monitoring contract and its associated fees. Ms. ******* may contact Vivint’s representative directly with any further questions or concerns in 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 LegalInitial Complaint
Date:02/09/2023
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 moved into my home July 2022. I acquired Vivint home security with central station monitoring prior to moving on 30June 2022. 03JULY2022, 2 of the monitoring sensors had fallen off the wall. I scheduled a service call for repair on 06JULY2022. That call was cancelled by Vivint because it was assumed that I should be able to replace the sensors on my own. 07AUG2022, I was finally able to get a service rep to my home to rehang the fallen sensors. On 26AUG2022, my home was burglarized. The system failed to capture and record the assailant. That resulted in a $30k+ loss. 14SEPT2022, Vivint accepted liability and issued a Release and Settlement document that required my signature. That I have not yet signed. They offered $2000. I asked to be released from my contract and void of all financial responsibility. I was told by Vivint that I can be released from my contract with them; however, I would still be financially responsible for the equipment. The equipment has failed constantly. I have put in several service calls to Vivint. I was told by Vivint that unless one of their technicians deems the system unusable, I could not be let out of my financial obligation for the equipment. As of current, the system is STILL NOT WORKING PROPERLY. I have no audible notification when my doors are opened or the system is engaged. I have spent a number of hours on the phone with Vivint. I want to be released from of my contract, free from financial liability for the faulty equipment, and refunded ALL monies I have paid to Vivint and the equipment finance company since the incident, which was an egregious breach of contract. I also want all monies owed as a result of Vivint's acknowledgment of liability. I can provide video footage of the malfunctioning system upon request. Also, to add, the batteries in one of the hanging sensors has been giving a "dead" message since October.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19373770
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: June 30, 2022
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 remove the equipment, cancellation of the monitoring contract and equipment line of credit and a full refund of all payment made. **************** 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: 02/16/2023
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:02/09/2023
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.
Please see attached.Business Response
Date: 02/16/2023
February 16, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19373668
Complainant: ********************************
Vivint Account #: *******
Date of Agreement: May 5, 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 provide a refund in the amount of $300.00 in addition to the twelve free months of service ************************* received from June 2018 May 2019. ************************ 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 LegalInitial Complaint
Date:02/09/2023
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 have consistently had to troubleshoot the stent myself because the system is not operating as promised. When I sold the system the rep told me that one of the best things about them besides the tech they use for their camera decatln was their customer support and how they back their equipment. I have consistently had issues with my doorbell not recording when people come to the door, one time it was down for over a week or so. When I ask for support because I could not power cycle the doorbell because i did not have the tool to remove it and it was hardwired by a Viviant tech and I did not feel comfortable removing it. I was threatened with a $50 service charge to have a tech come. Then after complaining I was told they would graciously waive the fee but it wouldnt be able to have tech out for a month. When I asked for a manger to contact me I reassure I would but never got a call. I called in later and magically my notes were not there. I had to go through the pain of self troubleshooting again and the. Trouble shoot again with the rep to have them send a tech out at no charge. After all the that the tech came and said they could not replace because the doorbell is working. Since then I have issue with my sore el continually goes offline but it has power, does not record at times when people approach the door and the gets stuck at time with the chime ringing in a loop but when you chat in it looks good so it something Im doing.My door locks were not working. The *********** said lock were locked but they were not. When I chatted in I had told them my backdoor was unlocked but the panel and app showed it was locked. I could not lock or unlock from app. Again had to go thought pain to **** shoot myself. For the rep to do something off line to make it work but that issues was like that for weeks. My camera do not record when people approach and when they do the recording is so delayed it doesnt capture anything. Also the rules set in the system dont work.Business Response
Date: 02/16/2023
2/16/2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19373236
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 3/27/2020
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In his complaint, ******************** explains that he is experiencing difficulty with his doorbell camera and door lock. ******************** requests a replacement for the items.
At this time, Vivint is more than willing to replace Mr. ********* doorbell camera and door lock. A representative from Vivint has contacted him via email to schedule an 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 LegalInitial Complaint
Date:02/09/2023
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.
Unable to get equipment installed as promised under the "Move" program
1. When I bought the Vivint system on my California home it was because the offer the ability to move the equipment to a new residence. I knew I would be in that residence for aprox. two years and would want to move it to my residence in Idaho I would not have bought that security system and signed that contract for that expensive equipment if I couldn't do that. they did remove the equipment from the California House as agreed.
2 January 18, 2023: I request install date for my home in Idaho I was surprised to find out gent February 10th was the was the first available install date, approximately 3 weeks, much longer than you have to wait in California.
3. Approximately 2 days before the install (moved up to Feb 6th) I received a phone call from Levi, the installer to verify I had good internet and for the time. at that time I wasn't aware I had to be there at 8 AM I asked him for noon He said that wasn't possible And I agreed to meet him at his requested time of 8:30 AM. instead of the call ending he was he was still having some issues When I asked him what the problem was he said he needed a helper. I pointed out that the last installer took less than four hours to do the job by himself.
4. It was at that time he told me he needed a helper because his back was injured.
5. this was a conversation he should have had with his supervisor not me I hung the phone up and called back to speak to a supervisor which I was not able to do. During this time he called back to connect me to scheduling as he canceled my appt.I waited over three weeks for.
6. My new appointment was February 16th from 8 to noon. While I was not happy about that I did not reject that appointment at all.
7. He canceled that appointment stating I refuse to come at 8 AM which never happened. New appt is March 6th. I absolutely feel that the appointment will be canceled
8. The company says they will help and I never hear back.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *******
Vivint Account #: *******
Date of Agreement: November 25, 2020
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 purchased his Vivint system in California because of the ability to move the equipment to his new residence. He further explains that he moved to Idaho and is unable to get a technician to reinstall his system.
A legal representative from Vivint has attempted to contacted Mr. ******* via email and phone to resolve his concerns. Vivint’s record indicates that Mr. ******* has a reinstallation appointment scheduled for February 18, 2023. 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 Legal
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