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
- 8,041 total complaints in the last 3 years.
- 2,794 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:11/14/2022
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 my second BBB complaint with Vivint. I first complained that upon scheduling moving our equipment to our new address I was mislead about what was offered. Then when installed the employee did not do what had been arranged to be done. When I tried to get them to come back out a fix it, Vivint refused to do it without a fee. After I complained Vivint reached out to me and scheduled for someone to come out and fix the issue for free. I scheduled it, made sure to take off work and be home, and no one ever came. Still the issue has not been resolved. In addition to the original problem, the majority of the Vivint equipment doesn't work, and I am constantly dealing with error messages. I certainly don't feel safe and secure with this alarm system. I reached out again to Vivint asking for help and no one will respond.
Business Response
Date: 11/18/2022
November 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18404575
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 15, 2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she is experiencing unresolved equipment issues following her move to her new home. **************** states that she requested a technician and was told there would be a fee. **************** desires cancellation of her account.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to assist **************** with the cancellation of her account. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter and to discuss the cancellation.
Vivints records show that **************** signed a Purchase and Services Agreement on June 15, 2018 with an initial term of sixty (60) months. Vivints records indicate that **************** contacted Vivint on June 17, 2022 about a camera that needed to be added to her panel. Vivints records indicate that **************** was not able to reach the equipment to troubleshoot it and requested a technician. Vivints records indicate that Vivints representative was willing to schedule the appointment with a copay for the technician, however, **************** disconnected the chat prior to scheduling the appointment.
Vivints representative is willing to assist. **************** 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:11/14/2022
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.
Ive been having an issue with Vivint for quite some time now but just recently has it gotten worse. We were deciding to terminate our service with them due to faulty equipment but we had a representative ask us for a second chance and stated that if we upgrade our equipment to the newer system that everything would get alot better. He stated to us that we can try the new stuff out for 30 days and if it still didnt work than we could call and have it removed. We started having problems within a week. None of the new equipment works properly. We called and they now state that we only had 3 days to test it out and refuse to help us. We have been trying for over a month now to get a tech to our home but continually keep getting blown off. We even had someone steal items from our front porch and we cannot do anything about it because this system is so faulty. We have made several attempts to make contact and we just keep getting hung up on. I would like some type of resolution to this matter. Either they come and fix ASAP or they get forced to remove the equipment and we discontinue service with them completely.Business Response
Date: 11/21/2022
November 21, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: June 6, 2016
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that she was ready to cancel the account, when a representative told her if she upgraded her system things would be better. She states she was told she would have a thirty (30) day trial period. Ms. ***** states that Vivint has now told her she only had a three (3) day trial period. She states that she has tried to have a technician out for a month, and no one shows. Ms. ***** desires a refund and repair.
A Vivint representative has attempted to contact Ms. ***** via email in efforts to resolve this matter. Vivint offers a technician free of charge to resolve the system issues.
Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (“Agreement”) on June 6, 2016. In section 3 of this Agreement it states that Vivint does not warrant that the system will always detect or always operate. Records show that October 17, 2022 Ms. ***** reported issues with the system, Ms. ***** reported she was given a thirty (30) day trial period, the sales representative denied the thirty (30) day trial period and confirmed giving a three (3) day trial period. October 27, 2022 records show that there was an issue reported with an appointment that was not scheduled. November 4, 2022 Ms. ***** refused to allow a technician to be scheduled. Records show that November 16, 2022 a cancellation request was made.
With the listed information above Vivint offers a technician free of charge to resolve the system issues. Ms. ***** may contact Vivint’s representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/28/2022
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,The very first time I was told somebody would show up no call no show. I told the lady I wanted to have everything removed from the home because nothing was working after I had upgraded the equipment. I have never cancelled a tech to come to my home and take care of the problems. The problem is nothing ever gets done with this company. I have missed other things to do to sit and wait on a tech to come and nobody ever comes. At the time of install I was told I would have 30 days to try out the new system and just in a few days it was not working I had called and than was told it was only 3 days. That I had been lied to yet again. I had the system put in a few years ago and had many problems I honestly have no idea why I would have trusted this company yet again. When I called in the first time I was told that if I am having all these problems to just give the equipment to a friend or family member like wow I really want to give to somebody else to have problems. NO !!!!!! I will never tell family or friends about this company and how shady they are. Why would I cancel a tech to come over and still pay ???? Like honestly how stupid is that. I am not even able to set the alarm because of false alarms in the middle of the night my husband has PTSD and many times the alarm had gone off in the past and its not safe. I am not even getting notifications on the new equipment that something is going on. It has delays its Horrible. If you would like more information just reach out since I only have 30 mins to reply
******* *****Initial Complaint
Date:11/14/2022
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 have been a Vivent customer for 9 yrs, using their security system. No complaints until the last 6+ months when my system started alarming due to malfunctions. I have had at least 7 services techs to my home attempting to fix the problem which resolved for a couple wks each time and then resumed alarming for various malfunction reasons. Many times it alarmed in the middle of the night and I was unable to disarm it until I learn how to remove the backup battery after unplugging the system. Vivent informed me my system was now outdated and needed replaced to work efficiently with their updated technology. I s/w managers a few times informing them I was not paying for new equip or extending my contract as I am in fixed income and unable to afford this. My plan is to discontinue service when my contract is up as I am on fixed income and with the present economy can no longer afford an alarm system. They told me it would cost me $400. to terrminate the contract but would agree to $200. charge.I do not feel I should be penalized because their equip. is outdated. I have been inconvenienced for the past 6+months and even the technicians that came to my home said the problems with my system will continue because it does not sync with their newer technology so I see no sense in sending out technicians again and again for a problem that cannot be resolved. I feel the correct solution to the problem is replacing the equip but I cannot as explained to them several times afford to update or extend my contract.They have refused to take ownership for the problem. I want my contract terminated without any penalty payments. Thank you, ***** ****Business Response
Date: 11/21/2022
November 21, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
****
Vivint Account #:
*******
Date of
Agreement: 6/19/2013
To Whom It May Concern:
I
have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In
her complaint, Ms. **** explains that her equipment is not working properly. Ms.
**** requests cancellation of her account.
At
this time, Vivint is willing to cancel Ms. ****’s account without penalty.
Vivint’s
records show that on June 19, 2013, Ms. **** signed a Purchase and Services
Agreement with an initial term of 60 months. Vivint spoke with Ms. **** regarding her alarm service on December 17,
2021. Ms. **** represented that she was
interested in extending the term of her Agreement. Based upon this representation, Vivint
offered a 24-month extension to which Ms. **** agreed. Indeed, Vivint read the following statement,
after which Ms. **** responded affirmatively:
You understand that this call is being recorded, and you agree to
extend the term of your agreement 24 months from today. No other provisions of your agreement have
been changed and this amendment constitutes the new agreement between you and
Vivint.
Despite the information mentioned, Vivint agrees to
the resolution above. Ms. **** has no further obligation to Vivint.
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:11/14/2022
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 am a76yr old senior citizen with several medical issues going on ,October 30 I contact Vivint to cancel my service which they stated I was in a 60 mo contract that I didn't know about ,i have asked for a copy of contract never received it. Being a customer since 2019 have paid for the equipment and they lied to me since the first day ,I have talked with PSA *************************** and told him what was going on they added 2more yrs on contract, Nov.2 they put me into another 42mo contract and added **************** said that I owe for another loan not true no new equipment but they are saying I got it no way and begging me to pay for it .they want my credit card so Capitol One can take the money out as well again. I have been so stress out til I am having mini strokes and a blockage in my heart , I need help from all of this stress. This isn't all of it I had to put most important issues down .I have been depressed and have no other place to turn. All I am asking is to get out of this contract and for them to leave me alone there are others out here being treated the same way old and black and being mistreated and no one cares. I never would have signed no contract for ************* mos when I am not liking the service or treatment like they have done me. I can't upload any pictures don't know how to do it.Business Response
Date: 11/18/2022
November 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18399068
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: June 8, 2019
To Whom It May ***************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. ******** Agreement and has waived her past due balance of $35.23.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $39.99, and total equipment fee of $844.99, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ****************** has no further obligation to Vivint.
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:11/14/2022
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 have utilized this Home alarm company for 6 years. In 2019 they came out to service our home due to equipment not working and told us we needed a new system which forced us into buying new equipment. When talking with the tech it was not made clear that I would have to sign a 60-month contract. Since the upgraded equipment in 2019 my front door camera hasnt worked and multiple other issues have occured. My camera is under warranty and this company still charged $99.00 to send out a tech out just to look at equipment that is under warranty. The company stated they have new equipment that they require their customers to purchase that causes all other equipment not to work therefore you have to continue to buy new equipment and you basically can never get out of a contract or you just have to pay monthly for equipment that doesnt work until your contract expires. I feel this is a scam and very unethical.Business Response
Date: 11/17/2022
November 17, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18400077
Complainant: *********************
Vivint Account #: *******
Date of Agreement: December 21, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that they upgraded their equipment in 2019 after being told they needed to. **************** states that she has experienced unresolved equipment with the Doorbell Camera. **************** states that they requested a technician and were asked to pay for the technician. Additionally, she states that she was asked to upgrade the camera as her model is no longer manufactured. **************** desires a billing adjustment.
A Vivint representative has reached out to **************** via email in order to assist. Vivints representative is willing to assist with the camera cost or with Ms. ******* account if she would like. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that **************** signed a Purchase and Services Agreement on December 21, 2019 with an initial term of sixty (60) months. Vivints records show that **************** contacted Vivint on October 26, 2022 about their Doorbell Camera. Vivints records indicate that **************** was not at home and was unable to troubleshoot the equipment at that time. Vivints records indicate that **************** requested a technician. Vivints records indicate that Vivints representative discussed the camera upgrade with **************** as their model is no longer manufactured. Vivints records indicate that **************** contacted Vivint on November 14, 2022 and requested the camera upgrade for free and Vivints representative offered a discount and credits to assist with the cost of the camera.
Vivints representative is willing to assist. **************** 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:11/13/2022
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 moved into a new home that already had Vivint home security installed. I kept it for a while but a tech came out and said it was old and the cameras didn't work etc, and I'd need to pay like $3000 to update, and forget that, so I filed all the necessary paperwork to cancel my contract with them. So within the 3 days of the initial contract (to get a tech out) I had it removed and called to cancel it. I was then informed I needed to mail in a written form as well. This seemed excessive and just another way to trap people in their contract, but I mailed it. I called several times after, maybe 5 or 6 times to say why are you still emailing me? I cancelled. On one of the last calls, a representative assured me I had no credit card on file anymore and I was good to go. Then I got charged again! So last week I spent over 2 hours on the phone with Vivint supervisors who all rudely told me that it was my fault they never received a letter or email and if I can't prove I sent it then I was stuck paying for the system for 2 years - even though I now have ADT and Vivint has been removed from my home for 3 months! One supervisor finally promised me she would resolve it, it was no problem, and email me the correct form and call back that afternoon to make sure I got it. We just had to hang up so she could file the paperwork. Of course, she never called and just tricked me just to hang up. Instead she sent me an email saying I had not followed directions, there is no resolution, and I was stuck for 2 years. I just cried and cried. I see now on ****** they have multiple class action law suits and bad reviews for duplicitous practices and a history of not letting people out of their contracts even when they jump through all the hoops. I have been calling and arguing with them for over 3 months and they are so rude and duplicitous. I need help, and want to file a formal complaint so they cannot keep doing this.Business Response
Date: 11/18/2022
November 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18399054
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 24, 2022
To Whom It May ***************** have reviewed the information provided by Ms. *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact Ms. ******* via email and phone to resolve her concerns. Vivints record indicates that Ms. ******** account is being processed for cancellation with a full refund. Ms. ******* 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:11/13/2022
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 7/5, I contacted vivint to cancel services; I had previously moved and after attempting to transfer services and running into a bunch of issues decided to cancel the service. The rep that assisted never explained to cancel I would need to write a handwritten note (which is honestly ridiculous but ok) and for several months I assumed services were cancelled. On 11/10, after realizing I've been paying for services the entire time, I called and was told I needed to do the hand written letter to cancel. My frustration is that I was told they couldn't do anything about the fact that I was never sent a cancellation letter prior and that even though I did not have services or even an account all charges were "valid"and therefore weren't getting refunded. This is robbery... Charging someone for services they don't have access to is crazy.Business Response
Date: 11/18/2022
November 18, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18396756
Complainant: ************************
Vivint Account #:*******
Date of Agreement: 7/2/2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he requested cancelation in July 2022.He further explains that the account has not been cancelled because a written notice of cancellation is required. **************** is requesting cancellation and a refund of all monies paid since July 2022.
Mr.******* account has been cancelled. Additionally, Vivint has issued a refund of $370.90 which **************** will receive within **** business days.
However,it should be noted that Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement) on July 2, 2019 which states that service will continue month to month after the initial term, unless cancelled in writing no less than 30 days before the next renewal term.
Despite the information mentioned, 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:11/12/2022
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 closed my account over the summer, paid it off and made sure they knew I moved.Now they are stating that I owe money. This is fraudulent and I want this amount removed and an apology for the harassing calls.Business Response
Date: 11/18/2022
November 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18396357
Complainant: ***************************************
Vivint Account #: *******
Date of Agreement: July 14, 2017
To Whom It May ***************** have reviewed the information provided by ******************************************* and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ************************ via email and phone to resolve her concerns. Vivints record indicates that Ms. *********** account was cancelled on November 11, 2022. ************************ 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:11/12/2022
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.
On November 2, 2022, a sales representative from Vivint knocked at my door. He began his sales speech as to the benefits of having a Vivint home security system. During this presentation, he said multiple times that if I would agree to the installation, I would have 30 days to reconsider. During the 30 days, if I decided not to go with Vivint, their installation person would come back, remove the equipment, and there would be no charge. On November 9, I called the company, requesting that the system be removed from my home. I was told that I only had three days to change my mind and that what the sales representative told me about the 30 days was incorrect. I was also told that they would have to check with *****, the sales representative, in order to confirm the 30 day agreement, So far, Rayce, has not responded to either my texts, or the company's.Business Response
Date: 11/16/2022
November 16, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18395593
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: November 2, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was provided with a thirty (30) day right of rescission period and was not able to cancel. ************** states she was told she had a three (3) day right of rescission period. ************** desires cancellation of her account and retrieval of the equipment.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is willing to work with ************** on this matter. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ************** signed a Purchase and Services Agreement on November 2, 2022 with a right of rescission period of three (3) days. Vivints records indicate that ************** was sent two (2) copies of the notice of cancellation form with the right of rescission period listed as well. Vivints records indicate that ************** contacted Vivint on November 10 and 11, 2022 about cancellation of her account.
Vivints representative is willing to assist ************** 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: 11/18/2022
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:11/11/2022
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 a contract with Vivint security systems worth over 3K with monthly service fees around 50 dollars. After a couple of months, the cameras began issuing false alerts every minute. The cameras failed to record criminal trespass and activity even though the activity appeared to have occurred within the detection zone of the cameras. I was contacted by the representative who installed the system and when I complained he scheduled a service tech to come investigate but tried upselling me an additional 400 camera for an alleged blind spot they couldn't determine was even needed over the phone. The service tech never showed, and no calls were made to me. By this time, the cameras had caused an electrical short and blown fuses. I had to cut power entirely on that breaker leaving me with no garage door opener and no bathroom power. I called again requesting service and was told to provide three dates & times that would work for ********* would call me back to confirm but ***** called after 6 days, I ended up hiring an electrician to fix the electrical issue caused by their install which appeared when there was an increase in electrical demand due to colder weather. In the meantime, the cameras are still falsely alerting every minute and I have to leave the deter tone off. When I tried calling AGAIN to see if I could schedule a tech, I was passed around to multiple departments & spent over 2 hours on the phone until they finally offered to yet again, have me provide three dates that would work for me and someone would call me back. I refused and asked why they just couldn't tell me the next time they truly have av and we could book it that way. They finally gave me what they claim is their soonest appointment, 6 weeks out for a system I can't fully use and already had to invest additional money to pay an electrician to repair the outlet and install a new fuse on my power box and he stated they should have never installed their cameras on that shared outlet.Business Response
Date: 11/17/2022
November 17, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18393496
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 24, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she is experiencing unresolved camera issues and an electrical issue with the area the cameras are connected. **************** states that the electrical issue arose when her home began using more power in the winter. **************** states that she requested a technician and was told she would be contacted with availability. **************** states that the soonest appointment is for six (6) weeks out. **************** desires a refund for the months of service, the system operational, and a refund for electrician costs.
A Vivint representative has reached out to **************** in order to assist. Vivints representative has applied four (4) months of credit to ****************** account. Vivints records show that a claim has been opened with Vivints **************************** and a technician is scheduled, with a priority if there are any sooner opening. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that **************** signed a Purchase and Services Agreement on June 24, 2022. Vivints records indicate that **************** contacted Vivint on October 26, 2022 about her cameras and opened a work order for a technician to come to her home. Vivints records indicate that there were not available appointments nearby and escalated it to the scheduling team to find the soonest available appointment to try and work with ****************** provided dates and times. Vivints records indicate that **************** contacted Vivint on November 11 and 16, 2022 and a claim was opened and the work order is escalated.
Vivints representative is willing to assist. **************** 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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