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
- 8,063 total complaints in the last 3 years.
- 2,797 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:12/20/2022
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'm a Senior and I live in a ***************** In the last two weeks my alarm has gone off several times and it has disturbed and scared me and my neighbors, who have two disabled adult children. The alarm went off at 12:15 am. The police have been to my house several times the last two weeks. I spoke to the technical department about the problem and they said that there was no problem with the equipment. I was told each time that they ran tests and found nothing wrong. If that's the case then why are they sending me a replacement part for me to install? The lady referred to send someone out to do a physical inspection. I'm a Senior and it's not my job to install their equipment. If there's a break-in they could say it was installed incorrectly. My neighbors are complaining about the disturbing alarms and their concerns about my well-being. The company seems to have no regard for me and my concerns. Oh, my goodness the alarm has gone off again at 1:16 am.. The young man that called when it went off again, asked if he could send me to technical support again and I said yes. The recording said 5 minutes. I waited and I received a disconnect and no call back. I bypassed the patio door censor in order to prevent it from going off again and not have the police out again. This leaves me and my home open to the possibility of a break-in. The person that I spoke to the tonight was disrespectful and acted as if she didn't hear me. I was and I am very irate, because of the way I was treated. This company isn't taking care of their customers. Again I must say that they refused to schedule someone to come out to check on their equipment.
Business Response
Date: 12/27/2022
Tell us why here...
December 27, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18614406
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 1/16/2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she is having trouble with her alarm system and requests a technician visit.
A representative from Vivint has attempted to contact ************** via phone and email to schedule a technician to service her equipment at no cost. ************** may contact the representative via email to schedule an appointment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/30/2022
Complaint: 18614406
I am rejecting this response because:
Sincerely,
***********************I have returned the call three or four times. I received two calls from a number that I didn't know. On my phone I say leave a message. They didn't leave one.
Business Response
Date: 01/06/2023
January 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18614406
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 1/16/2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A representative from Vivint has attempted to contact ************** again via phone to schedule a technician to service her equipment at no cost. ************** has been instructed to contact the representative via email to schedule an appointment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/07/2023
Complaint: 18614406
I am rejecting this response because:I have called and left many messages and I finally got a response back. I sent them my availabilty this week and have not received a response, as of today.
Sincerely,
***********************Customer Answer
Date: 01/12/2023
I have called your phone number no less than 3-5 times and I'm still waiting on a response from you *****************. You asked me to send you my schedule and I sent it to you twice in one day. The first one was a draft that I thought was sent, so I sent that along with the second schedule. The only communication that I've had with you is the two calls in the beginning (where no messages were leftt). I received the email and that's what the prompted the calls to your company.As of this day January 12, 2023, I haven't received any communication from your company. My home isn't totally protected. You said that someone would come out to correct the problem, with no charge to me. Yet nothing has happened.When will you honor your commitment to me as a consumer?The ***************** in my area sent me a letter stating that I would be charged $200.00 for future alarm calls.Business Response
Date: 01/19/2023
January 19, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18614406
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 1/16/2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A representative from Vivint has reached out to ************** to schedule an appointment. Vivint apologizes for any undue delay or inconvenience this may have caused.
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: 01/24/2023
VIVINT hasn't reached out to me other than requesting payment for services that they're not supplying for the last two months. My question is who is suppose to be doing all the reaching?I haven't received any communication from ***************** (Legal Assistant). If VIVINT called they haven't left any messages. Who is the person that's suppose to contact me?????? Apparently it's not ******************Initial Complaint
Date:12/19/2022
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.
After paying for equipment and services for the past 5 years in the past year have had equipment we are still paying on fail on more than one occasion. Upon calling customer service are always given runaround on different ways we as a consumer must troubleshoot said equipment. If all procedures are not followed by us on the phone, including placing ourselves in ***** way in an unstable location on a ladder, then they will refuse to send a technician to address the failure of the equipment free of charge, that as of yet we continue to pay for. As a paying customer I expect equipment that is not owned by me to be serviced or inspected upon request, without having to pay extra for it, when it fails to work as installed/intended. No customer should have to continue to make payments on something that continues to fail, nor should they be expected to do the job of a trained service technician. This is an absolutely abhorrent abuse of a customer on behalf of ********************** Home ********************** and I believe that myself nor any other customer they have should have to deal with this blatant abuse.Business Response
Date: 12/22/2022
December 22, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18612959
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 9/8/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to repair and/or replace the camera at no cost. A technician has been scheduled to service Mr. ******* equipment. **************** 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 LegalCustomer Answer
Date: 12/22/2022
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.
Sincerely,
***********************Initial Complaint
Date:12/19/2022
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 recently purchased a new build and had several sales rep in my neighborhood, In July 2022, a rep stopped by and went through his sales pitch in an effort to get me to switch from my current security service provided (ADT) to vivint. When going through the application process I was denied. Not sure why as I met all of the requirements but assuming because my community is newly built, it appeared as if my address wasnt registering. The following month (August) a different sales rep came to my door to sell this security system. I explained to him that the other sales rep tried by for whatever reason, I got a soft approval but a final denial decision. This rep said, well lets see if your address is now registered. The sales rep ***** several addresss into his ipad and to our surprise I was finally approved. They agreed to buy me out of my current contract with ADT and said I would receive payment once approved. I received an email that had a different address for the service and billing address on file. To my surprise, the sales rep put down my personal demographic information (Name, *** and SSN) but made up an address (325 doesnt even exist) and then tied me to my next door neighbors house. Once I figured out what happened I called in to get it resolved. During this time I noticed that one of my sensors was missing after seeing that the installer did a poor job and drilled a big hole in my front door that wasnt securing the sensor. I called in Oct. to get a replacement. Over a month still no sensor. Called back early Dec. and they said they would ship out a new one. I have yet to receive it. Had a rep call today to do a survey and I went through how terrible the service is/was. The rep told me that the sensor was being shipped to a billing address that didnt belong to me. I received a notification from the credit reporting agency of a new address being reported on my credit profile due to vivint sales rep illegally adding the address to get me approved.Business Response
Date: 12/22/2022
December 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18612829
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 9, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ************************* and appreciate the opportunity to respond.
In her complaint, **************** explains that a wrong address was used to set up her Vivint account by the sales representative. She further explains that she ordered some sensors, and it was shipped to the wrong address, and she also received a notification of a credit reporting for a new address. **************** desires correction to the credit report and contact by the business.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns.
Vivint is willing to assist **************** in resolving 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:12/19/2022
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 major problem with this security system is that once you arm it, it will not tell you if there are systems offline both on the app and main panel. You have to go into each device to verify functionality. We had both cars broken into one night and our outside camera which would have caught it all was offline. I had to file a police report for stolen items from my car and could not give him any video surveillance of the culprit. I contacted Vivint to have a technician see what the problem is and why the security system does not ALERT me of offline systems when armed. He did some troubleshooting and could not understand why the camera goes out from time to time as I have great connection and no power issues. He said that the company was "Working on it" for alerting users. Since then, our one camera has consistently failed. I am requesting a cancellation of contract with VIVINT seeing how their equipment is faulty and cannot safeguard our home. One would think that 3k worth of 4-5 items would be near military grade but that is not the case with this company. That kind of price for 2 cameras, ring cam, a couple glass breaks, and door alarms is near predatory and not a reflection of equipment quality.Business Response
Date: 12/22/2022
December 22, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18612666
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 13, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that when the system is armed it does not tell you if any devices go offline. ************** states that he had a break-in on his cars and the camera was offline and did not catch the incident. He states that he filed a police report and was unable to provide footage from the camera to them. ************** desires cancellation without penalty and to return the equipment.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers 1) a technician free of charge to address the system concerns and three (3) months of free service. 2)Cancellation of the remaining monitoring contract and its associated fees, ************* will however remain responsible for the remaining equipment line of credit and its associated fees and must provide proof of payoff before cancellation of the Agreement can be processed. 3) 50% off of additional equipment or 50% off of an upgrade.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on August 13, 2021. In Sections 3 and 5 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. Records indicate that September 30, 2022 ************** reported a break-in on his cars to Vivint and that the cameras did not record the incident. Records show a technician went out October 1, 2022 to address the camera issues and that there were no issues found with the system.Vivint records show that October 18, 2022 a cancellation request was made by the spouse of ************** but they were unable to verify the account.
With the information listed, 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:12/19/2022
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.
The resolution needed: void the contract signed and refund the double payment Vivint collected from both the home owner and myself during the last 20 months. The double payment refund needs to go to the landlord, ********************************Calls into Vivint 8/2022, 10/2022, 11/2022 (x2), 12/2022 (x2). Over 7 hours+ only to be passed from department to department promising a resolution or review and a call back. I was never once called back by Vivint. They confirmed my phone number every time. I have been given case numbers, I have spoken to supervisors. Their notes and recorded lines should confirm.Jan 2021 leased ************************************* from *******************************. Rather than instructing ************************ to set up a tenant account, Vivint had me sign a 60 month contract. Fully knowing ************************ owns the equipment outright and the home. My lease ended 8/31/2022. I called into Vivint Aug to stop the service only to be informed the next tenant would take over the account. ************************ re-leased the property some time 9/2022 and she and the new tenants contacted Vivint at that time to access the equipment. Her file shows she was informed the new tenants could only access the equipment if they took over the remainder of the **************************** my name and they rightly refused to do that. I discovered this when I called in after receiving a Vivint 10/2022 charge. The supervisor reviewing my account and **************************** account (she also has a separate account for her Zenith Avenue house) informed me that both ************************ and myself both paid a monthly charge for ****** Avenue from 1/2021-12/2022 and still ongoing. New tenant cannot access thee equipment.I believe Vivint to be unethically and fraudulently trapping customers into long term contracts as well as being very skilled at passing customers along to different departments and divisions to create frustration and give up. Then creating new accounts for the same property and charging a new individual.Business Response
Date: 12/21/2022
December 21, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18552177
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: January 20, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide cancellation effective August 12, 2022 of the remaining monitoring contract and its associated fees. Vivint will also provide a refund from any payments made from August 12, 2022 forward. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/19/2022
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 had equipment installed at our new home on 3/22/2022. I was approved for equipment financing and signed all of the required paperwork. I elected for autopay. In October, I receive a notice that my account is past due for $3949 (the price of the financed equipment). I have been trying to resolve this issue with Vivint since then with MANY phone calls, most of which end in disconnection on their end. I was told that the line of credit was closed due to Vivint not reporting the charges to Citizens Pay (the finance company). On November 19, 2022, it appeared to be resolved when I completed the financing agreement again. Now, I have a balance $609.58 due to charges that I was not billed for from March 2022 until now. Up until now, I had been reassured that this issue would not affect my credit score. Now, I am being threatened with collections even though I have been attempting to resolve this issue since October and it only occurred because Vivint neglected to follow through on the equipment charges until 5 months after the equipment was installed. This amount should have been financed with the remaining balance and should not be due in a lump sum without any warning. The customer service has been incompetent and unable to resolve this issue in a timely manner, and now I am being penalized for their negligence.Business Response
Date: 12/22/2022
December 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18599867
Complainant: *********************
Vivint Account #: *******
Date of Agreement: December 9, 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 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 LegalCustomer Answer
Date: 12/26/2022
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. Vivint's legal team went beyond what I expected and credited my account for the entire billing mistake. I was only hoping to include the balance in with my financing agreement as it originally should have been. I appreciate that they went above the expectation to fix the issue. I am happy that I was able to continue service with Vivint as I have always been satisfied with the quality of service.
Sincerely,
*********************Initial Complaint
Date:12/17/2022
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.
This is in regards to Vivint Home Security violating no solicitation policies on multiple occasions. We have TWO no soliciting signs on and by our door, yet VIVINT does not seem to care, The sign clearly indicates that not only do we not want whatever you are selling, but we also don't want to hear about any promotions or work being done in the area. The first time they came to the door anyway, I told them that we ARE NOT interested and that we have a solicitation policy that includes everything for which he blatantly disregarded. Then, today, they rang the bell AGAIN disregarding our posted signs and impeding upon OUR castle during OUR time. We made it very clear to him that they are NOT to return to our address or step foot in our driveway every again! This is completely UNACCEPTABLE and a true representation that this company does not have any regard towards people or respect their wishes.Business Response
Date: 12/21/2022
December 21, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18604142
Complainant: *******************
Vivint Account ********************************************************************** **** of Agreement: N/A
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 submit the concerns and information provided to the appropriate management, in order to help prevent the situations in the future. **************** 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:12/16/2022
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.
We purchased security equipment and commenced security services with Vivnt in 2019. From the beginning, we had issues with the security system not working the best. We had a number of service calls which did not fully resolve issues with the system. We decided to switch security providers. In late October 2022, we called Vivnt and paid off the account in full and notified the Company that we wanted to terminate the service immediately. We disconnected the service on the next day and started with a new provider. Vivnt sent us an email a few days later asking that we send confirmation of the termination to the Company by email, which we did on 11/4/22. Today, we received a bill for two months of service through 12/31/2022 for $115.66. We called Vivnt and spoke with a customer service manager who informed that Vivnt can choose to make us pay for an additional 30 days, despite a lack of service and it was choosing to do so but that she would give us a $25 discount. We have no information of such a term with cancellation. We do not believe that we owe anything further to Vivnt, our account should be closed with zero balance due.Business Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: July 1, 2017
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 clear the balance due of $65.68. 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: 12/20/2022
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.
Sincerely,
****** ******Initial Complaint
Date:12/16/2022
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 system was installed in my home on 12/11. Less than 12 hrs later, we cashed to cancel as the equipment was not working properly. I have spent numerous hours on the phone trying to get this cancelled. They are still trying to charge me though I was within timeframe to cancel. They will not send a tech to remove the equip and Ive been told multiple times that I would receive a return label. No label has been received.Business Response
Date: 12/21/2022
December 21, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18600624
Complainant: ******************;
Vivint Account #: *******
Date of Agreement: December 9, 2022
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she called to cancel within the cancellation timeframe as the equipment was not working properly. She further explains that a technician was not sent to retrieve the equipment and she has been told multiple times she would receive a return label but did not get it.
Vivint is willing to send a technician to Ms. ******* home to retrieve the equipment or send a prepaid return label. **************** 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:12/16/2022
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 last week 12-7-22 and between 2:22 PM - 2:26 PM; We had about $500.00 worth of packages stolen. We did file a police report with the ************************* on 12-7-22 - Police Report# ******** They came directly by the Front Door Camera and Driveway Camera and we have deterred setup on both where it will automatically will trigger at 2 Seconds. The driveway camera never deterred/triggered. The Front door camera deterred/triggered but only when they already left and it only did it once not the second time when they came back. ******* and I both tried to load live view on our phones and the cameras wouldn't load they just buffered for a good **** minutes by this time they were already gone we couldn't even try to scare them off because the cameras were malfunctioning. We also had this same issue back in Late Spring to Early Summer of this year, where that we noticed the Cameras weren't actively deterring only sometimes or they wouldn't always load. We spoke to loyalty and they sent out a Vivint Technician that technician said everything is fine and it's working the way it supposes. ( Well clearly that's not the case at all) And now we took a huge loss because Vivint's equipment failed.There's nothing wrong on our end, we have a 1 Gig internet connection we also have brand new phones that aren't even a year old yet.If the deter feature would have worked like its attended to do so it would help to prevent this if the live view would have loaded it would of gave us a chance to step in and try to prevent.The system and cameras failed us. In the Monitoring/Financing agreement we signed and also Vivint signed. It states Vivint will provide actively working equipment. The equipment didn't work, it failed. (We also sent videos and pictures to Vivint's **************** Email)Business Response
Date: 12/22/2022
December 22, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18600553
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 1/21/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he recently experienced an incident at his home and his outdoor cameras did not function as expected. **************** requests that his cameras be replaced with the newer version.
To assist ****************, Vivint is willing to upgrade two of Mr. ******* outdoor cameras at no cost.
However,it should be noted that Section 5 of Mr. ******* Agreement states:
We do not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up or other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate.
A representative has contacted **************** via email. If **************** would like to take advantage of this offer, he 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: 12/23/2022
Complaint: 18600553
I am rejecting this response because: at this time of December 23, 2020 to our issue has worsened with Vivint. Over the last 24 hours we have had temperatures of -10, and -40 with the windchill. and our furnace has been running pretty heavily because of that we have a carbon monoxide alarm that has been here that Vivint installed and is monitoring last night we both sort of feel a little bit ill and then all of a sudden one of the car monoxide alarms went off, but the one that went off. It is not Vivint. It was the one from Lowes. A big box store that hat was installed before Vivint, they are within the same area of the furnace. Vivints car monoxide alarm is actually closer to the furnace and it never went off. we do believe if that other sensor from ***** never went off. One of us wouldve been in the hospital or worse another example of defense system failing the cameras is one thing thats not a life safety device. The car monoxide alarm is a life safety device.we are asking for Vivint to contact me back immediately. I have already sent an email to Vivints legal team and to the representative that we have been in contact with.
Sincerely,
***************************Business Response
Date: 12/29/2022
Tell us why here...December 29, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18600553
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 1/21/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
To assist ****************, Vivint is willing to cancel his account and financing upon receipt of the equipment. **************** may contact the representative who has contacted him via email to schedule an appointment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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