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:12/26/2022
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.
Vivint Smart Home committed to provide a home security system in which I can view indoor, outdoor and doorbell cameras when I get notifications the someone is on my property or whenever I was to view my property. Notifications are hit and miss on my indoor, outdoor and doorbell cameras, video clips from any cameras sometimes do not come through and if I was to see live feeds from my cameras, I'm unable due to the circling buffer that never goes away. My daughters car had an attempted breakin in my driveway but my camera covering my driveway didn't catch anything. My across the street neighbors camera caught it. I pay them every month for services not rendered. When you contact them, they want you to reboot the system several times for it not to work. This company is taking advantage of customers and ripping them off.
Business Response
Date: 01/03/2023
January 3, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18639216
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 4, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she is not receiving all notifications or video for her cameras. She states that she is unable to see live video. ************** states that there was an attempted break in on a car in her driveway and the camera did not catch the incident. ************** desires cancellation of the monitoring contract and equipment line of credit without fees.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers a technician free of charge to determine that camera connectivity issues. If ************** would like to proceed with cancellation she will remain responsible for the remaining Equipment line of credit and its associated fees. Vivint offers to cancel the remaining monitoring contract and its associated fees upon receipt that the equipment has been paid in full.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on June 4, 2020. In section 3 of this agreement it states that Vivint does not warrant that the system will always detect or help prevent any burglary, or that it will always operate. Section 5 of the agreement states that once notified Vivint will provide service as soon as possible within normal business hours. Records show that July 8, 2022 ************* notified Vivint that her panel was not connected to the internet and July 10, 2022 she again notified Vivint that she can not view the cameras due to the panel having no network. Records indicate that December 26, 2022 tests were ran with ************** and the video was loaning with no issues.
With the listed information Vivint offers the above resolution options. ************** 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:12/26/2022
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 purchased a Vivnt home security system in September. I have a front and side door camera. I have contacted technical support several times because the cameras have either been significantly delayed in sending me notifications or they have gone offline randomly. These last few weeks my front door has not been locking and when I try to schedule a technician to come, I lose the chat representative and I need to start my request all over again. Today I am traveling for Christmas and I saw that I received a package yesterday afternoon. Today when I look at the live video I no longer see the package on my porch but there is no video or notification of anything today. When I contacted *****, two separate people stopped responding to my messages and then i was notified that no one was available to speak with me. When I called the third technician, he was unable to do anything to troubleshoot the issue. I am concerned that the system is faulty and I have not been able to get the support needed to actually feel that my home is secure. I cannot keep paying for a security system where my front door often fails to lock and where I am not notified of stolen packages. I am a single female living alone so my safety is a top concern and this is not the security system I was promised.Business Response
Date: 01/03/2023
January 3, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18639219
Complainant: *******************************
Vivint Account #:*******
Date of Agreement: 9/9/2022
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** regarding her concerns.Vivint has added a 3-month credit to her account. If ******************** has any issues in the future, she may contact the representative. ******************** 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: 01/04/2023
Complaint: 18639219
I am rejecting this response because: As I mentioned to the person I spoke to on the phone, a 3 month credit does not address the issues I have had with this company. The last technician they sent was very polite and kind and he added a wifi extender to the system. He also repositioned my door sensor but in doing so, he created a large hole/gap in my door frame. This hole/gap created leaves my door vulnerable to being pushed open since the metal plate is no longer securely held by the wooden frame on all sides. Additionally, even with the wifi extender and with being close to the panel with full wifi and cellular service, there are still times when there is a significant delay between when someone is at my doorstep and when I get a notification. What is the point of a security system that does not alert me to people standing on my front porch in front of the camera? The system does better when someone rings the doorbell but like I mentioned previously, as a single woman it is important for me to be alerted even when people are not ringing the doorbell as it is strangers that I am most concerned about.When I spoke to the person on the phone I let them know that I am willing to give it a little bit more time to see if anything changes with the responsiveness of the cameras in order to give them the benefit of the doubt and to remain open minded. However, I have not seen an improvement and if I do not see an improvement soon, I will continue to request a full refund and removal of this system.
Sincerely,
*******************************Business Response
Date: 01/09/2023
January 9, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18639219
Complainant: *******************************
Vivint Account #:*******
Date of Agreement: 9/9/2022
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 offer an additional technician at no cost to inspect the delay. If ******************** would like Vivint to inspect the system, she may contact 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: 07/05/2023
I purchased a Vivint home security system when I purchased my home last September and throughout these months the system has never worked as promised. I have a front camera doorbell and a side camera and the main control panel. The system does not display real time video camera, is often disconnected from the app, often does not recognize when door sensors are triggered, does not capture when someone steals my package, does not alert me when strange men are lingering by my side door, and when it does capture video it is so significantly delayed that it defeats the purpose of alerting me on a timely manner. I have also had issues with the front door not locking properly. I have rebooted the panel several times, changed my wifi, purchased wifi extenders, and paid for several technicians to troubleshoot the issue. All of my other Internet devices run quickly and do not have connection issues. It is really challenging to get a Vivint rep on the phone and after hour long conversations the issues are not resolved. The only solution I have received from Vivint is to purchase their monthly service technician service so I can call a technician at a lower rate. I have already paid for several technicians who have not fixed this issue. I am a single woman living alone in a neighborhood where a lot of crime happens. Having a functional security system is paramount to being able to feel safe in my home and these last few months with Vivint I have not felt safe. This system is not functional and is not the service and system I was promised when I purchased it. I have tried it all with this company and I have given them multiple chances with multiple technicians and multiple customer service representatives. At this point I am requesting a full refund and removal of this system. I strongly urge everyone looking for a security system to do their research and avoid this company at all costs.Business Response
Date: 07/11/2023
7/11/2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 18639219
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 9/9/2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
Vivint is willing to cancel and refund ********************* account upon receipt of the equipment. A representative from Vivint has contacted ******************** via email to schedule a system removal appointment.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/14/2023
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:12/24/2022
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.
Have a security system from Vivint that was installed less than 1 year ago. Had multiple service calls because of equipment malfunctions and subpar installation. Problems keep occurring with their equipment and have also had billing issues on 2 different occasions where the tool over $400 from my bank account when monthly due was less than half that amount.Business Response
Date: 12/29/2022
December 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18636859
Complainant: ********************************;
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 LegalCustomer Answer
Date: 12/29/2022
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. Equipment will be removed and I will not be charged for it or any further services from Vivint.
Sincerely,
***********************************Initial Complaint
Date:12/23/2022
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 cancelled this July 29, 2022 with a letter. They keep billing me and I have called numerous times to tell them but they still keep calling me and sending bills. My equipment has not worked and the wires are cut as I thought that would stop there harassing me but no they keep sending me bills. What can I do? They said I reordered it but I didn't.None of my equipment has worked since I sent the letter.Business Response
Date: 12/29/2022
December 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18635438
Complainant: *********************
Vivint Account #: *******
Date of Agreement: March 31, 2010
Date of Addendum: December 29, 2017
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she requested cancellation of her account on July 29, 2022 but Vivint keeps billing her, even though her system is no longer working. She desires cancellation of her Agreement and no further contact from Vivint.
A representative from Vivint has emailed ************ to ensure that her concerns are resolved. Vivint has cancelled Ms. ***** Agreement and has waived the past due balance of $123.93.
Vivints records indicate that ************ provided a written notice of cancellation on July 29, 2022, but after speaking with a Vivint representative she agreed to keep her service on a month-to-month basis and the notice of cancellation was retracted.
At Ms. ***** request, Vivint agrees to the above resolution. ************ 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:12/23/2022
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 called the company because of the thermostat was not working i had lost my job due the covid and could not pay the services. i called and talked to *************************** and was told in less they get the 500 i would not get my heat or air conditioning to work .i have three children cps came to my house and took my kids to local family members because of the condition of the cold air . I called the company and told them what happen they told they basally told me they dont give two s**** .about me and my kids being the house without heat they needed there ****** and they was not bugging. J O B A D D R E S S 210 ************ ******************************************************************** Completed Date:Payment Term: NET 30 D E S C R I P T I ***** F WO R K Upon arrival I found the upstairs unit not heating.Thermostat was already set to heating.Checked indoor equipment and Airhandler was not powering on in heating.Checked voltage at the Airhandler and it had 24v at R & C.Voltage was not present at ***** to bring heating on.Switched their to cooling and it sent power to ***** but not O for heating.Cooling mode on Vivint thermostat was bringing on heating for cooling.For heating mode the thermostat is not sending voltage at all for cooling mode it is sending voltage for heating.Informed customer that is a ********************** thermostat.As we are not the installers of the thermostat, I recommended calling her security company to either correct the thermostat or replace it as it may be faulty.Could not test equipment as the thermostat was non functional once power for the Airhandler was reset.Recommend replacing filter as it was really dirty.TA S K D E S C R I P T I ****** Y P R I C E TOTA L SvcFee-RR Service Fee Residential Regular Hours 4.00 $400.00 POTENTIAL SAVINGS $30.00 SUB-TOTAL $400.00 TAX 0% $0.00 TOTAL DUE $400.00 PAYMENT $400.00 BALANCE DUE $0.00 Thank you for your business *********************** ************************************************** ******************** TACLA4092 BILL TO **************************** ******************************************************************** Invoice #******** Page 1 of 2 This invoice is agreed and acknowledged. If any invoice is not paid in full on or before the due date of the invoice, the I want them to either reimburse me or take it off my activation they have cause me enough pan and sorrowBusiness Response
Date: 12/29/2022
December 29, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18635128
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 10/8/2020
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that she recently experienced difficulty with her HVAC. ********************** explains that Vivint was unable to assist her.
At this time, Vivint is willing to remove ************************ account from collections and reactivate her account at no cost.
However,it should be noted that Vivint is only able to assist customers who are paying for the service. ************************ account was in collections due to non-payment;as such, Vivint was unable to assist her.
Despite this information, Vivint agrees to the resolution above.
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:12/23/2022
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.
Nov 9 I called Vivint Home security to have my current system maintenance. Found out it was out dated and unable to service. Hen ****** of vivint convinced me to upgrade for 30 months at $75 per month. I agreed as I have been a customer for 4 years. We scheduled upgrade and took place approx Nov 14. Then on December 14, 2022 Vivint withdrew $2040.00 with out notice or consent. Now they want me to down grade back to old equipment that the vivint tech took with him to recycle. They have gave me the run around since December 14. On December 21, customer loyalty rep ***** said if I paid off my old in house loan for $174.00 then this would qualify me for a new in house loan since 2 loans are not allowed. So on top of the $2040 they withdrew I did authorize $174.00 to pay off old loan. It was also confirmed that the original mistake was with upgrades **************** didn't do his part to verify my loan situation with his loyalty team Now I am being denied a Rik loan by vivint when Dec 21, 2022 ***** said it was approved by his loyalty team once my old loan was paid off. My ************ are to return equipment or pay a 5 month loan that is not affordable and I would have never agreed to the upgraded system had I known any of this. Now I will have no equipment because my old equipment was taken by Vivint tech to recycle and now I am scammed by vivint. I paid 4 years on equipment I don't have to reinstall nor would that be a good resolution as they said equipment was no longer being serviced! I have spent hours in the phone and requested they pull my call from Nov 9 2022 to verify **************** is in error. Nobody wants to investigate and now I will have to pay the consequences of vivint making a error!Business Response
Date: 12/28/2022
December 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18633338
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: April 14, 2022
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** 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 LegalInitial Complaint
Date:12/22/2022
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 had my alarm system installed 12/3/22 it has not worked properly since the 3-day cancellation period. It continues to automatically unlock my home while I am away and won't let me lock the door through the app. I do not get all alerts and some of the activity freezes in the app, OR gives an error message, or has a black screen. There is a 20-minute delay on any activity I can see which at that time the activity is over and the person is gone. When I called I was transferred to three different departments was told they'll see if they can fit me in for a technician to come out, said I can buyout the equipment to cancel, or pay a $49 technician fee for equipment that has never worked. They won't refund my money and are leaving my home and family at risk for danger. When I initially to inquire to inquire as a new customer, I made them aware that I have been receiving several threats from Neighbors and lived in a dangerous neighborhood which is why I was purchasing the equipment, that is not protecting me and my family. After all this they hung up on me and I still don't have working equipment. I want a refund and to not reported to the credit bureaus.Business Response
Date: 12/28/2022
December 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: December 3, 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 set up a technician free of charge to resolve the system issues. If the system issues are not resolved Vivint will continue to work with Ms. ******* to come to a resolution regarding these issues. 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 LegalInitial Complaint
Date:12/22/2022
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.
We purchased an additional camera from Vivint for our existing security system with them in August/September 2022. We have a line of credit with them and the purchase was supposed to go on that. Instead, Vivint charged my wife's debit card for the full $546.23. We call a few days later and told them about the error. Vivint then charged our line of credit and refunded the money to the debit card. However, Vivint then recharged my wife's debit card again for the $546.23. They charged her card a total of three times and only refunded it twice. We canceled the debit card on 9/24/22. Vivint then stated they refunded the final $546.23 on 9/26/22 to the same card we canceled on 9/24/22. We have provided proof to Vivint and my wife's bank multiple times that we do not have the refund. Vivint promised us multiple times to call us back and they have yet to do so. We have called them multiple times regarding this issue and they refuse to help us. My wife's bank hand's are tied at this time as they helped us all they can according to their policy. We are still missing a final refund of $546.23 from Vivint AND they charged our line of credit. So in reality they charged us twice for this one camera we purchased.Business Response
Date: 12/29/2022
December 29, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18630618
Complainant: ******* ******
Vivint Account #:*******
Date of Agreement: 4/23/2022
To Whom It May ***************** have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** explains that he is owed a refund of $546.23.
Vivints records indicate that a refund of $546.23 was issued on September 26, 2022. A representative from Vivint has contacted Mr. ****** via email and requested a copy of his bank statements from September to October of 2022. After Mr. ****** provides this documentation, Vivint can further review the situation.
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:12/22/2022
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.
Please see attached email chain. We took over this account in July and nothing but issues with non-working equipment, billing and customer service. In response to the email, I was told to fill out a request and our account would be closed with no early cancelation fee. I fulfilled this request on Nov 22, 2022. Today, Dec 22, 2022 I received an email from Vivant stating our account cancellation was unsuccessful and our records show we are still being charged. At this point, we are requesting a FULL refund from July 1st, 2022-current and a confrimation of cancelation of account. We have been paying for a service that has not been protecting our assets and no help from Vivant to resolve the issues. We have moved on with another security company.Business Response
Date: 12/28/2022
December 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18628374
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: July 1, 2022
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** to resolve her concerns.
Vivint agrees to cancel Ms. ******* account and issue a refund of all payment taken after November 24, 2022, when her notice of cancellation was received. **************** would receive her refund to her credit card ending in ****. **************** 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 LegalInitial Complaint
Date:12/22/2022
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 entered into a contract with VIVINT in August 2019 - it runs through ****. This includes monitoring and equipment. At the time of contract, we were told we'd receive monitoring for police at break-in (via installed sensors) and fire. We also received a doorbell that can record. And thermostat. Within a year the thermostat had so many issues that they refunded the cost. And installed a wifi extender for the doorbell. We've continuously had issues with recording of the doorbell. But finally had the final straw when someone walked to our door and stole a package with no activity or recording picked up. We called for service to spend almost 2 hours on the line updating and rebooting our system and settings. During the call we realized we had a smoke alarm go off that day and monitoring didn't call. The rep tells us that we've never been monitored - I am SHOCKED. The rep said there was nothing else he could do. I called back the next day asking about cancellation and a loyalty advisor said they could send a tech. The next day a tech arrived (did all of the things we had done the night before and said it works). Same day we can account for two instances that the bell did not detect so we called back to cancel. We don't have consistent service and we've been mislead for 4 years about the fire monitoring but they want to charge me almost $1,000 to cancel. Not to mention they don't even try to make it right. They have no care or respect for their clients time, money or peace of mind. I have asked for a supervisor numerous times in the last days with NO resolve.Business Response
Date: 12/27/2022
December 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17607749
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: August 19, 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 cancellation of the remaining monitoring contract and its associated fees. **************** will remain responsible for the ************ off of the remaining line of credit and to provide Vivint with a confirmation of payoff. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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