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
- 8,070 total complaints in the last 3 years.
- 2,803 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:12/28/2022
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.
Our system has never worked properly. We have had several online support requests and several techs come out. We were told our system wasn't serviceable and we should get a refund due to improper installation. They sent out 3 different techs to confirm this. Still no refund. Our daughter was home alone with an attempted break in and we couldn't even access the video to show the police. The system has failed us and been *********************** that we have to continue paying for even though it is defective. I want a full refund before we have to join in on a lawsuit with many other people.
Business Response
Date: 01/04/2023
January 4, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18651849
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 20, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that the system has never worked properly. She states she has contacted customer support several times and has multiple technicians out and her issues have not been resolved. ***************** states that Vivint told her that she should receive a refund due to the system being unserviceable. She states that She had an attempted break in and was unable to provide video to the police. ****************** desires a refund.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of both the Vivint monitoring contract and equipment line of credit and their associated fees. With no penalties or fees to *******************
Vivints records indicate that ****************** signed a Purchase and Services Agreement on June 20, 2020. Section 3 of the Agreement states that Vivint does not warrant that the system will always detect or operate. Records indicates that ****************** reported panel screen issues On April 15, 2021 which was resolved after troubleshooting. April 18, 2021 reported that her thermostat was not cooling. April 7, 2022 ****************** reported no power to the panel in which a technician was scheduled. Records show that November 22, 2022 a technician was scheduled after ****************** requested cancellation and reported that the system never works. Records indicate that a technician deemed the system as unserviceable. December 14, ********************************************************************************************************************************************************************** fact the remaining portion of the security equipment worked properly. Records show December 28, 2022 a technician was scheduled to deem if the entire system was un serviceable.
With the listed information above Vivint offers cancellation of the monitoring contract and equipment line of credit with no fees or penalty. ****************** 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 LegalCustomer Answer
Date: 01/04/2023
Complaint: 18651849I am rejecting this response because: I would like a refund for all the time it was not working. I have invested thousands of dollars for the service and equipment. We never had any sensors on our doors, they never came back to install the garage door opener in 2 weeks like promised, we were sold too manycameras, wiring was left running all across the walls, the glass break was installed backwards according to the ********* and that's why that wasn't working. It has just been problem after problem. I want the service canceled, equipment canceled, no fees and a refund.Sincerely,***************************Business Response
Date: 01/05/2023
January 5, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18651849
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 20, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her rebuttal, ****************** states that she would like a refund for all the time the system was not working. She states she has invested thousands of dollars. She states that she never has any sensors on her doors and that Vivint never came back to install the garage door opener. She states the installation of the remaining equipment was very poor. ****************** desires a refund and cancellation of the service and equipment line of credit with no fees.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of both the Vivint monitoring contract and equipment line of credit and their associated fees. With no penalties or fees to ******************. Vivint offers to backdate the cancellation of the account to November 2022 when the system was deemed unserviceable and to provide a refund from that point forward.
Vivints records indicate that ****************** signed a Purchase and Services Agreement on June 20, 2020. Section 3 of the Agreement states that Vivint does not warrant that the system will always detect or operate. Records indicates that ****************** reported panel screen issues On April 15, 2021 which was resolved after troubleshooting. April 18, 2021 reported that her thermostat was not cooling. April 7, 2022 ****************** reported no power to the panel in which a technician was scheduled. Records show that November 22, 2022 a technician was scheduled after ****************** requested cancellation and reported that the system never works. Records indicate that a technician deemed the system as unserviceable. December 14, ********************************************************************************************************************************************************************** fact the remaining portion of the security equipment worked properly. Records show December 28,2022 a technician was scheduled to deem if the entire system was un serviceable.
With the listed information above Vivint offers cancellation of the monitoring contract and equipment line of credit with no fees or penalty, along with a refund. ****************** 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 LegalCustomer Answer
Date: 01/06/2023
Complaint: 18651849I am rejecting this response because:Hello, due to the system not being installed properly and to the standard supposedly set by vivint from the beginning, we have had nothing but issues with this product as well as not working. There is a difference between having an issue with a product and a product not working. We are asking for a full refund of the equipment as it is not right to expect a customer to pay for a product that they cannot use or retain. You do not have a right to keep money for a defective, unserviceable product and service. We are currently communicating with "************************************** class action lawsuit firm in regards to our rights and as of the last few days have had the support of over ***************************** regards to Vivint's dismissive action. Please feel free to let me know if I need to proceed further with the attorney or if Vivint is agreeing to reimburse me in full for all equipment, service and do the right thing.Thank you.Sincerely,***************************Initial Complaint
Date:12/28/2022
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.
See attached.Business Response
Date: 01/04/2023
January 4, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18651222
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 4/22/2022
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 cancel **************** account and forgive his Citizens line of credit upon receipt of the equipment. Vivint has scheduled the equipment removal appointment for January 12, 2023 from 8:00 to 12:00 pm. ************** 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:12/28/2022
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.
When my home was sold, this company not only refused to terminate the agreement, but instead increased the contract terms to require me to pay an additional 5 years for service at my new home address. They continued to charge me at the old address instead of suspending service temporarily until I could move into my new build house. Then, they auto-deducted my account without permission for services already transferred to a different homeowner at the old address, meaning they were being double paid for the same service. In addition, they will not return phone calls nor show up at my new house to install what they are requiring that I pay for. I have spent countless hours on the phone trying to get a manager to nullify the contract and terminate our arrangements, but they refuse to participate in any conversations regarding the status of my account. By not providing an install, they are currently in violation of their own terms of service.Business Response
Date: 01/03/2023
January 3, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18650934
Complainant: *******************
Vivint Account #: *******
Date of Agreement:11/28/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she moved from the location where the system is installed. She further explains that her account has continued to be charged and remain active. **************** requests cancellation and a refund.
To assist ****************, Vivint has cancelled her account and refunded her a payment of $58.25. **************** will receive her refund within **** business days on her credit card.
Vivints records indicate that prior to the installation of any equipment, **************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that *************** completed the required Pre-Installation Survey on November 28, 2018.
During the recorded Pre-Installation Survey, *************** represented that she understood and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $57.88 in addition to a monthly equipment fee of $19.26, plus any applicable taxes, during that term. Further, **************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Ms. ******* representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Despite the information mentioned, Vivint agrees to the resolution above. **************** has no further obligation to Vivint.A representative has contacted **************** via email to which she may respond if she has any questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/28/2022
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.
For the last several months my system has not worked at ALL. Several calls have been placed to customer service only to be put on hold for large amounts of time then later be told someone will call me back with a date and a time a tech would come out. that never happened. ALL the while they are automatically taking money out of my account for a system they know does not work at all. When I called to ask for money back and to cancel the account I was transferred to "someone who could help me" and was put on hold for hours. Needless to say I was never able to even speak with anyone and still have not received money back. I'm out all the money for the equipment, money and time for this system that doesn't work and now I have to cancel my card and get a new one. This is by far one of the worst companies I have dealt with! Don't waste your time or your money!Business Response
Date: 01/06/2023
Tell us why here...January 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18650380
Complainant: *******************************
Vivint Account #:*******
Date of Agreement: 10/23/2019
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 equipment.**************** requests a refund.
Vivints records indicate that **************** has been offered a free technician visit in addition to a refund of one month. **************** accepted this offer. A technician has been scheduled for January 7, 2022 from 4 to 8 pm.
A representative from Vivint has contacted **************** via email in case she has any questions or additional concerns.
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: 01/17/2023
My last complaint #******* got closed for some odd reason saying I didn't respond when I did via my email and I guess wasn't received? I waiting to respond at first because I was contacted by Vivint with a scheduled appointment on Saturday January 7th . After we canceled plans and waited at home for this appointment time we was once again let down. An hour before the appointment we was called and told there wasnt a tech in the area so there would be no one showing up. Why make the appointment in the first place? I had once again requested a refund and also to cancel both of which has not happened yet.Business Response
Date: 01/26/2023
January 24, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18650380
Complainant: *******************************
Vivint Account #:*******
Date of Agreement: 10/23/2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** via email to inform her Vivint has agreed to cancel her account. If there is anything that Vivint can assist her with, she may respond to the representative.
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: 01/26/2023
Complaint: 18650380
I am rejecting this response because: its great that it will be cancelled as I had no luck getting a Tech to my house but now I am left with all this equipment I cant use. Its very upsetting that after all the time , effort money spent on service that doesnt work and equipment that canceling is this company only thing they can do to fix this problem ? I just find it regrading really!
Sincerely,
*******************************Initial Complaint
Date:12/28/2022
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.
A representative from Vivant visited my home back in November, I advised the representative that I would be relocating and she provided her contact number for assistance in the future. I moved into my new home, reached out to the rep to have services through Vivant. The rep and myself did the application online in which, I read every part of the application, asked several of questions. One document was a loan document the entire time, and now I have a line of credit that was not authorized on my credit report. I asked the agent what my credit score was needed for and why does Vivant pull credit and she stated "We use it to determine if you can go on a payment plan for your equipment, its good that you have 0%, which I figured you would because you just bought a homey but now I don't have to take a payment up front." The agent falsely advertised Vivant and I should have went with another company that was more trust ********. Now I have a ******* loan, that wasn't authorized and wouldn't have been authorized if the agent didn't provide false information and false answers to questions that were asked to ensure this wouldn't happen. The agent also mentioned I wouldn't of been charged and I was the day of my installation. I will never use Vivant or recommend Vivant to anyone.Business Response
Date: 01/04/2023
January 4, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18649690
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: December 16, 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 cancel ************************** account and refund all payments made upon removal of equipment. ********************** 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: 01/05/2023
Complaint: 18649690
I am rejecting this response because:
Everything discussed via telephone wasnt stated in this response. Vivant agreed to remove the equipment. Remove the credit inquiry that was placed on my credit upon receiving the equipment which will be received today 1/05/2022 as scheduled, and refund any payments that have been made. That needs to be made clear in the response.
Sincerely,
*****************************Business Response
Date: 01/11/2023
January 11, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18649690
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: December 16, 2022
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her rebuttal, ********************** states that everything discussed was not stated in Vivints response. ********************** desires to have it made clear the credit inquiry placed on her credit would be removed upon removal of the equipment.
A Vivint representative reached out to ********************** regarding this matter. Vivint did remove the equipment on January 5, 2023. Ms. ********** monitoring service contract has been cancelled and the Citizens line of credit has been refunded as promised.
Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on December 16, 2022. ********************** contacted Vivint on December 28, 2022, requesting a cancellation of her monitoring contract. Vivint emailed ********************** January 4, 2023,letting her know Vivint had agreed to cancel Ms. ********** monitoring contract,a full refund and full closure of the equipment line of credit once the equipment was removed. Vivint emailed ********************** January 6, 2023, letting her know that a representative from Vivint would be reaching out to her regarding the damages left from the installation/removal of the equipment. January 6, 2023,Vivint cancelled Ms. ********** Agreement, refunded all payments, and provided full cancellation of the equipment line of credit.
********************** would have to have authorized a hard credit check by ************* to have received a line of credit. Vivint has cancelled this line of credit so it will no longer impact Ms. ********** credit. Vivint is not able to remove a hard credit inquiry done by a different company. ********************** has no further obligation to Vivint and 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:12/28/2022
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.
In Aug 2017 I entered a 5 yr contract with Vivint for home security. I called prior to the completion of this contract in 2022 (by a few months I can't remember which month exactly). I wanted to cancel my contract because I had believed that it was completed sooner than it was, they informed me that it was in August and I had asked if I could be assured that in Aug my contract would be terminated and services canceled. They specifically told me on the phone that after Aug my contract would be up and my services would be terminated. I double checked that I would not need to call them again and they stated no. In December I recognized that they had been charging my account each month even after my contract ended. I called them asking to cancel the service, I was initially told it would take 1-2 hours for a supervisor to call me to cancel the service. The time went no supervisor called, so I called back and they said the supervisor was on break and it would be 45 minutes until they called me. After an hour I called back and they told me the supervisors line was closed and that someone would call me tomorrow. I still have not spoken to a supervisor or received a call. Vivint clearly makes canceling their service extremely difficult as well make promises of cancellations that have not occurred and have a pattern of continuing to charge customers for services they're not using. I am not sure how much I'm going to have to do to simply cancel a service I'm not using and was promised would have been cancelled in Aug. I'd like most importantly to have the service canceled but also believe the months I did not authorize service to be refunded.Business Response
Date: 01/03/2023
January 3, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18648977
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 18, 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 has agreed to provide cancellation of the account backdated to August 18, 2022 and will provide a refund of any payments made 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:12/27/2022
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 September 24, 2022 the guy came out and we agreed we'd take out a loan for their equipment and get their service. We paid $48.61 up front and was told that a person would come and install that night. The guy came and only did a starter install because they didn't have the cameras. He installed the tablet, put a hole in our door and our wall, and then said he will come back later when the cameras are in. That didn't happen. Multiple attempts at getting this stuff installed failed and finally we were told we weren't in a serviceable area. This was about a month and a half after Sept. 24. Now here we are almost to January and the loan hasn't been taken off our credit report and is now showing a late fee which dropped our credit score. We also have yet to receive a refund for the $48.61. I could care less about the money, I want my credit score fixed.Business Response
Date: 01/03/2023
January 3, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18646914
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 23,2022
To Whom It May ***************** have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivint has sent a refund check of $48.61 and provided the full closure of the Vivint account and equipment line of credit. Mr. ****** 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:12/26/2022
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.
My doorbell camera no longer responds to my security panel I let Vivint know about this issue they said I need to upgrade my camera at another 48 month contract but I told them I will not because my plans are to leave the company plus I am still under contract with them and have purchased equipment at the start of my contract its not fair to be forced to purchase more products at an extended contract since I am still under contract I feel that they should be responsible for my upgrade at no cost to me because the problem exists because of something they did not meBusiness Response
Date: 01/03/2023
January 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18642488
Complainant: Earnester Sampson
Vivint Account #: *******
Date of Agreement: April 14, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ************************ and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve this issue. ****************** 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 LegalInitial Complaint
Date:12/26/2022
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 was placed into a contract with vivint for a home monitoring system consisting of an indoor camera, a doorbell camera, a door lock, control panel and 5 sensors in mid 2017. I recently inquired about adding an outside camera and having 24hr cloud back up for my cameras. I was then told by a vivint CSR that vivint will not support my system, that I only just 5 months ago finish paying for , because it's dated. And if I want to update/upgrade any services that I would then have to purchase a panel and camera ect all over again. This is a fraudulent and deceptive practice. I've paid over ******* for my equipment over the course of years, to not be told that I. Annit send my equipment back for an update, but to keep purchasing this equipment over and over. That's very fraudulent! Why are vivints systems not updated to support all equipment that they've sold their customers, along with newer equpitment alike? Why will they not upgrade equipment paid for? Why would they keep pressuring and pushing for more and more money? Also, a customer service agent decided to try to antagonise me after I refused to purchase more equipment. When I asked to speak to a Manger he refused, then said he would get one, and kept me on a silent hold breathing into the phone line. When he heard me call vivint on the other line and merge the call, only the. After 12 minutes did he come to the line and tell me he was trying to get a supervisor and refused to continue the call and was even mean to the other rep that answerd. I asked for a return call regarding this situation and nothing. Seriously thinking of perusing legal action.Business Response
Date: 01/03/2023
January 3, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18642025
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 3/2/2017
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ explains that she would like to purchase a new camera and 24/7 recording Smart Drive. However, purchasing this new equipment would require an upgraded panel. ************ requests this upgrade for free.
At this time, Vivint is willing to upgrade ************** panel at no cost. ************ will then be able to purchase a new camera and Smart Drive. A representative has contacted ************ via email to which she may accept or deny the offer.
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:12/26/2022
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 a home in April of 2022 and the previous owners had purchased and left an entire Vivint system. About 3 weeks in, I set up a system with an agreement to go month to month as I did not owe for any equipment. I have had countless issues since. From the tech breaking my brand new door lock (vivint did refund/make that situation right) to cameras constantly going offline or notifying me of movement 100+ times a day when there’s nothing there. It’s been endless issues. I reached out to Vivint on Dec 26.2022 to cancel as I am under the impression that I am not in a contract but month to month. Vivint informed me that I was in fact in a contract for 12 months. Which makes me feel completely tricked and taken advantage of. I Was given the run around multiple times and told I would have to pay over $100 PLUS the remaining 4 months and not get any service?! I’m not even supposed to be in a contract!!! How is it legal to lie and trick someone like this. I just want out of this company and their shady business practices. I was never told about a cancellation fee when I signed up (as it was supposedly month to month and able to cancel at anytime) but I would rather pay the one time $100 fee than the $200+ fee AND the left over 4 months. STAY FAR AWAY from this shady company. I can’t wait to get out. I hope I can get my money back when this is all over.Business Response
Date: 01/03/2023
January 3, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *********
Vivint Account #: *******
Date of Agreement: May 6, 2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. ********* 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 cancellation
of the remaining monitoring contract and its associated fees without penalty. Ms. ********* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/04/2023
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,
***** *********
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