Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

• 

  Vivint Louisiana, LLC

  1701 Old Minden Rd STE 32 Bossier City, LA 71111

The 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:02/06/2023

  Type:Order Issues
  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 about may 23rd 2019 we disconnected simply safe security from our home and business in ********* **********. Vivint was knocking on doors in sunnyside and we liked what we saw even though they cost more. We signed up both places and paid for the equipment op front. We were told there was no contract. We had told the sales rep we would not accept a term contract at all. He said no problem , there would be no contract.After a year or two , we closed our business and closed that Vivint account with no problem. Last august 18th of 2022 we moved and I called and closed the Vivint account on our residence. I followed their instructions to close. Since then we had two cards from them saying we owed monthly payments. I called both times and they told me I had a contract. I said no we dont. Then they said said we had a contract on the equipment. Both times we called their bank and they and I were told twice that we had paid the equipment in full. The representatives then said their is no contract so the account is closed. Fast forward to january of 2023. Another letter saying we owed Vivint money. On the 31st they went into my bank and took $368 for the last 6months of service. Once again I called Vivint customer care and talked to ******. This time she sent over a copy of a term contract that was odviously not my signature and so small you can tell it was photo shopped on this bogus contract. ****** said she was going to do some research and get back to me. I have not had any contact from her since. I contacted the fraud department at my bank and had the $368 reversed back to me. On the 28th of this month I have a meeting with a lawyer and his handwriting expert. I know that Vivints next move will be to send this fraudulent contract to collection. My thought is they must pay their salesmen a bonus for term contracts. Thanks

  

  Business Response

  Date: 02/13/2023

  February 13, 2023
  
  Better Business Bureau of *************************************************************************** 84129
  
  RE:   Consumer Complaint Case #: 19341725
   Complainant: ****************************;
  Vivint Account #: *******
  Date of Agreement: May 23, 2019         
  
  To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contacted **************** via phone to resolve her concerns. **************** may contact ********************************** / ************) directly if she 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

• Initial Complaint

  Date:02/06/2023

  Type:Billing Issues
  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.

  In 2021, I mailed a Notice of Cancellation of service due to moving and was told it was received. Then in 2022 I noticed we were still being charged for the service. I called and was told it was never received but that the account would be closed. I sent a new Notice of Cancellation via fax to them in October 2022 because the charges had not stopped. I was told the account would be closed on November 29, 2022. In December 2022, I was still being charged so I called and they said they were working on finishing the cancellation. In January 2023, I was still being charged, so I called on January 11 and was told my account was not closed due to there being cancellation fees I needed to pay. I informed them this was the first time I was being told of the fees and they stated would waive them (This conversation is noted on my Vivint account). I get charged for the service in January and then on February 2, 2023, Vivint pulled $99.41 from my account without permission. I called today, February 6, 2023 and was told that the account was never submitted to be closed. It has been two years of trying to close this account. In the last 4 months I have contacted Vivint at least once a month in regards to the account closure and have been told 3 out of the 4 months that the account would be closed within 30 days.

  

  Business Response

  Date: 02/15/2023

  Tell us why here...
  February 13, 2023
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129
  
  
  RE:    Consumer Complaint
  Case #: ********
             Complainant: ******
  ******
             Vivint Account #:
  *******
             Date of
  Agreement: 12/19/2018
  
  
  
  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 requested cancellation in October
  of 2022, however, her account has continued to be charged.
  
  Ms.
  ******’s account has been approved for cancellation. Ms. ******’s account
  cancellation will be backdated to November of 2022 and she will receive her
  refund within 10 business days. If Ms. ****** has any questions, she may
  contact the representative who has contacted her via email.
  
  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
  

• Initial Complaint

  Date:02/06/2023

  Type:Billing Issues
  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.

  We sold our house in May 2022, Vivint has been taking monthly payments out of account for a service that we no longer have and have not had since May of 2021! When I called they said they payments would be taken out until June of ****. I do understand that when we initially purchased the system we did sign a contract. However, I do know that the new owners of the house have the vivint service which they currently are paying for as well. Vivint is being paid by myself (for absolutely nothing since we no longer live there they have no service that they are providing) and they are also being paid by the new owner as well. When I called to discuss this matter the person told me that there is nothing that can be done that I will have payments deducted until ****. I asked to speak to a supervisor I was put on hold for about 5 minutes and then told ALL the supervisors are in a meeting and that I will need to be patient and wait! I then asked to have someone call me back, I was again put on hold and then told his direct supervisor that could approve a call back was on lunch! I don't understand how they can legally be receiving double payments on one service. I would think if the new owners have vivint that our service could have been cancelled. I would like help getting a resolution to this issue since obviously I am not getting anywhere with Vivint!

  

  Business Response

  Date: 02/13/2023

  February 13, 2023 
  
  
  
  Better Business Bureau of **** 
  3703 ******** 
  **************, **** 84129 
   
  RE:    Consumer Complaint Case #: 19341087 
           Complainant: ***************************;
           Vivint Account #: ******* 
           Date of Agreement: June 1, 2019 
  
  
  To Whom It May *********************** have reviewed the information provided by ********************** and appreciate the opportunity to respond. 
  
  A Vivint representative has reached out to Ms. ********* and a resolution has been agreed upon. At this time, Vivint has agreed to cancel her account and give a refund for overpayment from 4/28/22 to the present. Ms ********* 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 Legal 
  

  Customer Answer

  Date: 02/14/2023

   
  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:02/06/2023

  Type:Billing Issues
  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.

  In 2021, I had my Vivint account suspended at my previous address because I was building a home that would not be ready until August 2022. I continued to pay the monthly bill for the equipment costs. My home was not ready until October 2022. I called to have my account transferred to the new address and have Vivint install my previous equipment into the home. When the installation took place, the installer spent almost 8 hours to install because Vivint ordered the installation as a new install. The guy said he finally got Vivint to charge as a transfer installation. He said that Vivint would waive the installation fee because of all the issues. The problem now is every month I am having to speak with an account specialist to fix my billing because Vivint created another account with all the equipment charges and monthly fees. Mind you I have been paying the monthly fees for the equipment and monitoring services. They take this out of my banking account every month. I have spoken to many account specialists and they say they have fixed this issue but they have not. I continue to receive collection calls and messages on my security system saying I owe for equipment and monthly services that originated from the second account Vivint created. I want this to stop because I only have the equipment that I had from my original account that I pay monthly. I do not have any new equipment. Also on top of that, my doorbell does not work correctly since it was reinstalled and I have talked to the tech guy to try and fix it and all they keep doing is resetting the system instead of coming out to find out what the problem is. I am dissatisfied with vivint and a solution to the problem would be to end my contract and come get their equipment so I can pick another company that works. I have paid on time every month and this is the type of service I am receiving. This is not right!

  

  Business Response

  Date: 02/10/2023

  February 10, 2023
  
  Better Business Bureau of *************************************************************************** 84129
  
  RE:   Consumer Complaint Case #: 19339315
   Complainant: ***********************************; 
  Vivint Account #: *******
  Date of Agreement: July 19, 2019       
  
  To Whom It May ***************** have reviewed the information provided by ********************************************* and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contact ************************** via phone to resolve her concerns ************************** may contact ********************************** / ************) directly if she 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  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 so called specialist arrive at your home and try to ********* "security" systems and when you refuse to take any offer they attempt to take down information without telling you what its for on their ipad which its signing you up to have another specialist come to the home and sell you / install their equipment . the information they ask for is very invasive i.e name and cell but aswell as last 4 of social security , and this also isnt the end of questions. i did not provide them with any of my information.

  

  Business Response

  Date: 02/08/2023

  February 8, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:****** ******Consumer Complaint Case #: 19331460
  ******Complainant: **************************
  Vivint Account #: N/A
  Date of ******************** ****** ****** ****** ******
  
  To Whom It May ***************** have reviewed the information provided by ****************************** and appreciate the opportunity to respond.
  
  In his complaint, **************** explains that he turned down a Vivint representative and another one came by again requesting for his personal information. **************** desires no further calling and contact.************
  
  The kind of behavior **************** has reported is not consistent with Vivints policies and will be reported to sales management in his area. Vivint appreciates Mr. ******* feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
  
  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

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  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.

  In September of 2021 I called Vivint to see if I need to have their technician take down the equipment at ************************************************************* or if we need to leave it as the house will be put on the market. I was advised by the employee to leave the equipment and when we purchase our house in ******* to start a new contract and to just call two weeks before our closing date. We moved out of the house on 12/16/2021 and I called at the beginning of December and they said I need to take the equipment down and take it with. That was impossible since we listed that the security system stays in the sale contract. Ive been calling every month to get the account canceled since then. We paid off the loan for the equipment with Citizen in January 2022 because that is what Vivint said needed to be done to cancel the account. I spoke to a manager in January 2022 as well who said that he will get the account canceled and will get back to me. That never happened. The only thing that happened is they increased the payment from $44 to $62 every month. Ive been calling all day to get the account canceled and all the agents Ive talked to say the account is active and hang up. Please help! I dont know what do to anymore.

  

  Business Response

  Date: 02/08/2023

  February 8, 2023 
  
  
  
  Better Business Bureau of *************************************************************************** 84129
  
  RE:    Consumer Complaint Case #: 19330578
             Complainant: Emina *********************          Vivint Account #: *******
             Date of Agreement: August 13, 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 has provided cancellation of the remaining monitoring contract and its associated fees without penalty effective February 7, 2023. ************** 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
  
  

• Initial Complaint

  Date:02/03/2023

  Type:Service or Repair Issues
  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 been having issues with the equipment and monitoring. After months of going back and forth I am promised " The last chance" deal. ******** ( a supervisor) promised to let me off if my internet was not the problem. A technician came and checked everything and I was told my internet was fine. Months have gone by and I am still trying to have them stop billing me. I was told this equipment would work without their monitoring. That was a lie. The equipment is useless. I would like a refund for the equipment since they themselves admitted that the problem was the equipment. I have spoken to 3 more supervisor since then and I am just promised call backs that never come or they place you on hold for 30 min and over. I just want a refund.

  

  Business Response

  Date: 02/11/2023

  February 10, 2023 
  
  
  Better Business Bureau of **** 
  3703 ******** 
  **************, **** 84129 
   
   
  RE:   Consumer Complaint Case #: 19328702 
            Complainant: *************************;
            Vivint Account #: ******* 
            Date of Agreement: June 15, 2021 
  
  
  To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.  
  
  In her complaint, ****************** states that she was promised a last chance deal from supervisor ********. If it was found that her internet was not the problem, she would be let off. A technician went out and said her internet was fine. She was told the equipment will work without monitoring but believes it is a lie because it is useless. 
  
  Vivint offers to pull ****************** from the collection agency. She will remain responsible for her equipment loan but will have no further obligation to Vivint. 
  
  Vivints records indicate that ****************** entered into a 60 month agreement with Vivint on 6/15/21. On 8/25/22, Vivints records indicate that ****************** asked for and was given a tech to check her cameras because they were not recording. The tech checked everything who said that the cameras were working as they should, explained how they worked and that a different camera would not fix the issue because it was not an issue with the cameras. Vivints records indicate that on 9/1/22, ****************** called stating the tech did not install the camera and another technician was sent to install it. The tech was not allowed in access to the home so left without installing the camera. Vivint records indicate that on 9/6/22 a technician was sent to change the cameras. The tech called Vivint to tell them that there was nothing wrong with the current cameras but since it had been promised, he installed them. Vivints records indicate that ****************** called on 9/16/22 and was offered Vivints Last Chance Policy that says that if a smart home professional confirms that there is an issue with the wifi, then she would be allowed to cancel. The ************* Professional stated that there are no issues with the doorbell, outdoor cameras or wifi. Replacing the cameras with different cameras will not solve any issues. If the customer wishes to have coverage in the area she is requesting, she should buy another camera to place in the area that does not have coverage. Upgrading the cameras will not fix the issue ****************** is having. ****************** refused to purchase the camera that would resolve her issues and wanted Vivint to give her a 5th free camera. Vivints records show that ****************** called on 9/29/22 to have a tech fix her cameras that were offline and stated that the cameras had been giving her problems from the beginning. When the tech arrived, the cameras were online, passed all signal tests. On 1/30/22, ****************** account was written off for nonpayment and sent to collections. On 2/3/23, a Senior. Supervisor went on record to say The customer was offered a Last Chance depending on notations from the Tech. The tech went out and confirmed that the system is fully functioning so Vivint will not be pulling the system, forgiving the equipment or closing this account. The full debt is valid and equipment fully functioning and showing online. 
  
  A representative from Vivint has reached out to ****************** via phone call and email in an effort to resolve this matter. Vivint has agreed to the above resolution and ****************** may contact Vivints representative directly with 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: *************************************************************, or fax number: **************, attention Department 160 Legal. 
  
  
  Sincerely,  
  Vivint Legal 

  Customer Answer

  Date: 02/11/2023

   
  Complaint: 19328702
  
  I am rejecting this response because: He is contradicting himself. ******** stated if my wifi was NOT the problem then he would let me off the *******. My wifi was never the problem. I was told by ******** and ****** that they heard exactly that and they would be calling me back. Neither of them called me back and when I called to speak to ****** she had left for 2 days. I never received any emails ,letters or texts much less a call from any Vivint team member.  I was told by several of their technicians that my system wasn't even ***************. They need to go back to the conversation I had with ******** and actually listen to it. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 02/20/2023

  
  February 20, 2023 
  
  Better Business Bureau of **** 
  3703 ******** 
  **************, **** 84129 
   
  
  RE:   Consumer Complaint Case #: 19328702 
            Complainant: *************************;
            Vivint Account #: ******* 
            Date of Agreement: June 15, 2021 
  
  
  To Whom It May *********************** have reviewed the additional information provided by ****************** and appreciate the opportunity to respond. 
  
  In an effort to meet ****************** halfway, Vivint stands by its previous resolution to remove the account from the collection agency, keep the account cancelled and to waive the remaining 28 months of her contract. She will remain responsible for the equipment loan but would have no further obligation to Vivint. 
  
  The customer was given a Last Chance offer to have a technician to go out and determine if the equipment was unserviceable. Had the technician determined that the equipment was not functioning properly, ****************** would have been eligible for early cancellation without penalty. The tech went out and confirmed that the system is fully functioning. For this reason, the system was not pulled, the equipment loan was not forgiven, and normal cancellation procedures apply. The full debt is valid and as of 2/20/23, the equipment is fully functioning, cameras are producing clips and are all online." 
  
  ****************** may contact Vivints representative directly if she 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: *************************************************************, or fax number: **************, attention Department 160 Legal. 
  
  Sincerely,  
  Vivint Legal 

• Initial Complaint

  Date:02/03/2023

  Type:Order Issues
  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.

  We were consistently harassed by door to door salesmen in 2018, We were lied to initially with ****** services making things seem great. Offering immediate install etc. We were told that the "Contract" was 2 years, and when we called to cancel after 2 years we were told that this was a 7 year contract. We decided to ride out the service, terrible connection, constant disconnected service, the thermostat never worked and was constantly offline. We moved to a new home recently in September of 2022, Shortly after moving we had to re-install vivant due to our remaining agreement on equipment payoff. We had a tech come re-install, and we were not told that at this time, our wired Smoke and O2 systems were totally disabled. Our brand new home was taken out of code in a matter of hours. We had to call an electrician to come in and check the safety of our home, after a gas leak with no indicator. At this time we learned that our smoke system was no longer wired, we had no O2 system and our doorbell was disabled by ****** upon install. At this time, I called ****** for 3 hours to ask for the paperwork we would have signed to agree to these modifications, as we were unaware, a very condescending manager got on the phone and refused the paperwork stating they didn't have anything showing this was an agreement. I requested a corporate call back, and never got that. I requested an email including contract as well as reinstall paperwork. I was denied this information and still have not gotten any call to rectify the issue. At this time I have had to pay another company to come ensure my home is SAFE with Smoke detectors, O2 monitors and a doorbell chime to ensure my family wakes up in the morning, due to vivant rendering my house unsafe and my security being REMOVED! I want the remainder of ******s "Monthly Monitoring" fee removed from my name. I have paid off the loan on my equipment and requested a cancellation!!!

  

  Business Response

  Date: 02/09/2023

  February 9, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 19327135
   Complainant: *****************; 
  Vivint Account #: *******
  Date of Agreement: July 19, 2019       
  
  To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contact **************** via phone to resolve her concerns **************** may contact ********************************** / ************) directly if she 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

  Customer Answer

  Date: 02/09/2023

   
  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 vivant has agreed to cancel my remaining contract and waive all remaining costs 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  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 am displeased with the quality of Vivint install service. I purchased Vivint from a door-to-door salesman on 27JAN2023 around 4 pm. I purchased 2 outdoor cameras, one spotlight for an outdoor camera, one smoke detector, two glass break sensors, three door sensors, a smart hub, and doorbell sensor, and a door lock. He ensured me that a technician would be there within the next two hours as they were doing mass installs over the weekend due to what he called a "sales blitz". I stayed home from dinner plans with family thinking I would just go later on. The salesman stayed with me in my house throughout this whole time waiting on the technician which I thought was strange but I was not uncomfortable. At around 7:15 pm I asked if we could just reschedule as it was going past the time frame he outlined. He ensured me that the technician was going to be there soon. The technician did not show up until 9 pm and did not have enough equipment to finish installing everything I purchased. He installed only one outdoor camera, the doorbell, and the smart hub. The tech informed me he had one short appointment the next day on 28JAN at **** and would be at my house after. He told me on 28JAN at 2:30 pm that he was finishing up. He then told me at 5 pm that he had run out of equipment again. He scheduled with me for 4 pm on 30JAN. On that day he did not show up and did not respond to my texts. I called the Vivint loyalty line the same day and they scheduled me for 31JAN from 4-8 pm. No one called to cancel or showed up. I called the loyalty line again on 1FEB and they scheduled someone for **** the same day. No one called or showed up again apparently it was not booked right. I called the loyalty line on 1FEB23 (same day) at 230pm to get booked for another appointment for 2FEB23 between 8 am-12 pm. No one called or came again. Vivint had uninstalled my previous ADT security system as part of a contract buy out so I have been without a monitored system for almost a week.

  

  Business Response

  Date: 02/07/2023

  February 7, 2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129   
  
  
  
  
  RE:   Consumer Complaint Case #: 18974230
            Complainant: *********************************
            Vivint Account #: *******
            Date of Agreement: January 27, 2023
  
  
  To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
  
  In his complaint, ********************** states that he is dissatisfied with the installation of equipment as it has not been completed.  ********************** desires to have the installation of his equipment completed. 
  
  A Vivint representative has attempted to reach out to ********************** regarding this matter via email.  After reviewing the account, Vivint has scheduled a Smart Home Professional to complete the installation.  Vivints representative will be following up with ********************** after the appointment to ensure his installation was completed.
  
  Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on January 27, 2023.  ********************** has contact Vivint on several occasions trying to have his installation completed.  ********************** has a Smart Home Professional scheduled for February 9, 2023, to complete the installation. 
  
  To resolve this matter, Vivint agrees to follow up with ********************** on February 10, 2023 to ensure his equipment has been fully installed.  ********************** 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 Legal

• Initial Complaint

  Date:02/02/2023

  Type:Service or Repair Issues
  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.

  My house was set on fire in November 2020 and I had Vivint Alarm and me and my wife tried to get the service back and I informed them that they are still working on the house and we are not back in the house and they had sent out the equipment and both times me and my wife talked to someone they informed us that there was free installation and we were waiting for someone to come out to install and no one came out and when I called on February 2nd 2023 now they are saying that they cant find that information and on their website they are still advertising free installation.

  

  Business Response

  Date: 02/10/2023

  February 10, 2023 
  
  
  Better Business Bureau of **** 
  3703 ******** 
  **************, **** 84129 
   
  RE:    Consumer Complaint Case #: 18971387 
           Complainant: **********************;
           Vivint Account #: ******* 
           Date of Agreement: June 24, 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, **************** has decided to go with a different company. He does not desire to speak with Vivint. **************** 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 Legal