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
- 8,036 total complaints in the last 3 years.
- 2,786 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:11/01/2022
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 moved and with moving addresses I also had to switch my service address for vivint. To start off they were supposed to be at my house to start the install at ****. I took off work that day for the install. The technician didn't arrive until around 7 expected to do the install that took 3 to 4 hours so I had to reschedule. Then once the new technician came a different day to install. Since the inconvenience they waived the installation fee..but now I am getting harrarising phone calls all day and emails saying I owe money. I have spoke with supervisor in the company and the reassure that I don't owe anything but I keep getting numerous phone calls everyday all day saying I owe money. When you do call in to speak with someone you can never speak with someone that speaks clear English or in *******. This company used to be excellent but is going down hill. There is a major language barrier ehen you call in to handle your accounts and no one knows what is going on
Business Response
Date: 11/04/2022
November 4, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18341653
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: December 21, 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 applied a credit of $298 to cover the move fees on the account. ****************** 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:11/01/2022
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.
Good morning,
I initially signed up for Vivint services May 31st, 2022. The installer Joshua had to come out 5 days in a row because I continued to have problems with the service. The door would not lock, the system would not set. I would set the system from my phone app but when I go to the panel the system would not be set. If I set it before I leave, when I arrive home it have mysteriously unset and my home is not protected. Every time he came he rebooted the system and told me that is what I needed to do. I continued to have problems but Joshua stopped responded to my calls and text. Since then I constantly rebooted my system for it to work. October 21st a member of Vivint called wanting to offer me more services at a discounted price. I told her the system I have does not work and I do not want more equipment and I would like to cancel the services simply because I entered into the contract for protection but how is the system protecting me if I have to continue to reset it for it to do its job. She did a system check and said that it showed something bad but she did not know what it was, we scheduled someone to come out for free. I asked to speak with a supervisor because at this point i am over it. Matthew, apologized for the issues but told me I could not cancel because of the contract. If I do I would have to pay for the bad service equipment. He did offer a 4 mount half price discount. I told him it was not fair that I am holding up my end of the contract (making payments, on time) but Vivint was not.. He asked me to wait for the tech to see if the problem would be fixed. Tech can and did some sort of master rebooted and promised me it would work, call him if it didn't. It didn't. My issues got worse. I called/text him with video no response. Now my system unsets anytime it chooses. When pressing the doorlock it doesnt lock. Panel says locked and system is set but it is not. I called and again Mathew said I would have to pay to cancel.Business Response
Date: 11/08/2022
November 8, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: May 31, 2022
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 has experienced unresolved equipment issues with her panel. Ms. ****** states that she had a technician come to her home, but the issues remained. Ms. ****** states that she requested cancellation, but was told she would have to follow the normal cancellation options. Ms. ****** desires cancellation of her account without penalties.
A Vivint representative has reached out to Ms. ****** in order to assist. Vivint’s representative is willing to assist Ms. ****** with the issues she is experiencing. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Ms. ****** signed a Purchase and Services Agreement on May 31, 2022 with an initial term of sixty (60) months. Vivint’s records indicate that the technician returned to complete the installation. Vivint’s records show that Ms. ****** contacted Vivint in October 2022 about the issues she was experiencing and a technician came to her home. Vivint’s records indicate that Ms. ****** contacted Vivint on October 27, 2022 about cancellation of her account.
Vivint’s representative is willing to assist. 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: 11/08/2022
Complaint: ********
I am rejecting this response because:
Hi *******,
I apologize that I'm unable to call out right now. Regarding the BBB, we did receive your complaint from them. That is why I have reached out to you. They do provide us with your contact information that you provided them in order to try and resolve the matter.
To assist, I would be willing to cancel your account and financing without penalties if you allow us to retrieve the equipment from your home as you requested in your complaint. Are there days or time windows that are usually better for someone to come to your home to retrieve the equipment?
Caleb B****
Legal Assistant
E: caleb.b****@vivint.com
P: ###-###-####
vivint.com
Sincerely,"i have the email. I emailed Caleb my availability to come pick up this trash equipment but have yet to hear back with a pickup date. I have videos, screenshots, text messages between myself and the techs they send out, and pictures of how vivint is in breach of contract for not providing adequate service in the contract.
******* ******Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: May 31, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her rebuttal, Ms. ****** states that she emailed with Vivint’s representative and a time was not scheduled to retrieve the equipment.
A Vivint representative has reached out to Ms. ****** in order to assist. Vivint’s records show that the equipment has been retrieved from Ms. ******’s home and Vivint is processing the cancellation of Ms. ******’s account and financing without penalties as discussed. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Ms. ****** signed a Purchase and Services Agreement on May 31, 2022 with an initial term of sixty (60) months. Vivint’s records indicate that the technician returned to complete the installation. Vivint’s records show that Ms. ****** contacted Vivint in October 2022 about the issues she was experiencing and a technician came to her home. Vivint’s records indicate that Ms. ****** contacted Vivint on October 27, 2022 about cancellation of her account.
Vivint’s representative is willing to assist. 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:10/31/2022
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.
Wrote an email to Vivint to cancel service effective immediately in July 2022. Received emails from Vivint confirming.
They still have not shut off service and state I have to call. I have hearing loss diagnosed by medical professional and it causes me stress to talk on the phone because I can't hear properly. Vivint states they won't cancel unless I call which I feel goes against the disability act.Business Response
Date: 11/04/2022
November 4, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ****
Vivint Account #: *******
Date of Agreement: April 18, 2015
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** **** and appreciate the opportunity to respond.
In her complaint, Ms. **** explains that she cancelled her account in July 2022 and received an email confirmation. She further explains that her account was not cancelled, and she is being asked to talk on the phone first. Ms. **** desires cancellation and removal of charges following her cancellation letter.
A legal representative from Vivint has attempted to contact Ms. **** via email and phone to resolve her concerns. Vivint agrees to cancel Ms. ****’s account and issue a refund of all payment taken after July 7, 2022, via check. Ms. **** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/31/2022
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 signed up with Vivint last year with a young man who was of course a very convincing salesman who even offered to give me the $100 out of his pocket for the installation fee which never happened of course. The fee was waived but that evening they left they assured me I was set up and ready to go and covered with my security system. They never went over how to use my panel for my security system which I did not know was part of the process. Approximately 2 months later I started noticing I couldn't see things on my security cameras. I called Vivint customer service and was told after diagnostics that my installation was not completed. So installation had to be completed after me thinking I was safe for that time I wasn't but was given credit for 2 months. Ever since I have been having ongoing issues where I cannot view my cameras I have to reboot them constantly. Vivint supplied me with a Wi-Fi of their very own. My camera is constantly go offline sometimes on a daily basis I fixed them myself mostly but when I call in and can't fix them myself the text tells me I should call them and not try to do it on my own ever. I tried to reach out to the complaints department through a tech and they can never get through after being left on hold for several moments. After being left on hold for so long they get tired of waiting and tell me they will notate my account. This has happened a few times. They keep trying to say it is my spectrum Wi-Fi but I keep reminding them I have a Vivint Wi-Fi. My deter at times goes off 20 minutes -5 hours later after someone has passed my camera. That is not acceptable. Something could have happened in that time period God forbid. This has been an ongoing issue especially since August of 2022 when I have been paying very close attention. I couldn't even check in at home on my animals from work because my cameras will only show me pictures from hours prior. I want to get out of this agreement but don't know how. HELP!!!Business Response
Date: 11/04/2022
November 4, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18334010
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 10, 2021
To Whom It May ***************** have reviewed the information provided by Ms. ************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to dispatch a technician to ********************** home at no cost to resolve her equipment concerns.
Vivints records shows that ******************** signed a **************** Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $37.99, and equipment fee of $3,401.96, plus any applicable taxes, during that term.
Vivints records show that ******************** first contacted Vivint of her equipment concerns on August 25, 2021, and an over the phone technical support was offered to resolve her concerns. She again contacted Vivint multiple times and over the phone assistance as well as a technician visit on September 4, 2021, was offered to resolve her concerns.
Vivint agrees to the above resolution. ******************** 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: 11/08/2022
Complaint: 18334010
I am rejecting this response because: I have contacted Vivint several times since 2021 with issues regarding my cameras and panel. I'm still having ongoing issues as of yesterday. After my complaints, Vivint reached out to me via email and offered to resolve my issues and I agreed that a technician should take a look first hand. They usually don't respond until 2-3 days later. I have informed them I work certain hours and definitely welcome a visit from a technician anytime after 4 pm or on weekends but still am waiting a response.
Sincerely,
*************************Business Response
Date: 11/14/2022
Tell us why here...November 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18334010
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 10, 2021
To Whom It May ***************** have reviewed the additional information provided by Ms. ************************* and appreciate the opportunity to respond.
Vivints record shows that an appointment was scheduled for Saturday November 12, 2022, between 12pm-4pm. ******************** 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: 11/14/2022
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:10/31/2022
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 got vivant in August of 2021 from a door salesman. We were renters and our lease came to and end so we purchased our home.
We informed our door salesman from beginning we would be moving and he said we could cancel or transfer services without charge; no problem. If we cancel we just had to return equipment. Our new home already had a security system and we could not keep the old system there in rental home.
When I called to cancel services - we were told by Vivant that we could but we had to just pay for our equipment (that was over $1500) and only once Vivant called Fortiva to confirm we had paid for the equipment in full, which we did in November of 2021. Fortiva confirmed our payment at that time and Vivant confirmed our services were canceled on the phone call.
The equipment is sitting in a closet since we moved out of our rental and has never been used or installed for monitoring since Oct ‘21.
Fast forward to May of 2022 we received our first “late payment” bill from vivant for services we don’t have or use. We continue to receive monthly bills for services we don’t have and late fees as well. On top of that , my husband receives robocalls from Vivant daily about our bill being past due, They send me emails with no option of unsubscribing. I called them and they confirmed our contract was canceled- but Vivant said we still had to email them the notice of cancellation so we wouldn’t receive the calls and bills. We did and it still hasn’t stopped.
We tried to then speak to a representative and were pushed through to a supervisor that was threatening to us and tried to make us pay them another 1500 to “get out of contract.”
We feel like we are in a shake down and we feel harassed. We don’t know if we need to seek legal counsel at this point because we don’t how to resolve this. We agreed to every bogus term to get out of contract last November only for them to being up new terms in May looking for money from us.
This is harassment.Business Response
Date: 11/07/2022
November 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: July 7, 2021
To Whom It May Concern:
I have reviewed the information provided by Mrs. ******* and appreciate the opportunity to respond.
In her complaint, Mrs. ******* states that they signed up in August 2021 and they purchased a new home later. Mrs. ******* states that they were told to pay for their equipment financing in November 2021. Mrs. ******* states that the received bills in May 2022 about the cancellation. Mrs. ******* states that they were told they needed to pay off the Vivint Purchase and Services Agreement. Mrs. ******* desires no further contact.
A Vivint representative has reached out to Mrs. ******* in order to assist. At this time, Vivint agrees to waive the buyout for the Purchase and Services Agreement and cancel the *******’ account. Mrs. ******* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Mr. ******* signed a Purchase and Services Agreement on July 7, 2021 with an initial term of sixty (60) months. Per the Purchase and Services Agreement there is a 50% buyout of the Purchase and Services Agreement for early termination. Vivint’s records show that Mr. ******* contacted Vivint in November 2021 about cancellation and the notice of cancellation instructions, buyout, and financing information were provided. Vivint’s records indicate that the ******* sent a notice of cancellation in September 2022.
Vivint agrees to the above resolution. Mrs. ******* 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:10/31/2022
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.
A Vivint sales person came to my home in 2018 saying my home was chosen as a market home here in Georgia further the equipment would be free, they would place a sign advertising and I would have to pay 2 years of monitoring of $88 a month then it would drop to $54 a month. After 2 years my billing remained the same and I called Vivint to learn there was a loan I
for the equipment, they charged for the sign they put in the yard and I had to pay 5 years of monitoring. I explained what the salesman said and I had witnesses here that day but was told I agreed and if I didn’t continue to pay, it would affect my credit which I had just went thru a refinance of my home. I was basically forced to pay for equipment that was suppose to be free, 5 years of monitoring service and who pays for a sign to advertise someone else- really, who? I called Vivint yearly with the same complaints of being being lied to about free requirement and length of services, they would remind me of the contract, perhaps give me a month or 2 discount but I was still forced to pay a for a lie. Finally on my yearly call to gripe, it dawn on me to request the contract because why would I ever agree to 5 years, it was so long. When I received the contract, I immediately called back with my heart racing, it was not my signature! The requested my ID and the next went I received a call confirming they also agreed it was not my signature and they would cancel the remaining contracts for monitoring and equipment. I asked for a email saying they approved the dispute and another of a FTC monetary relief. I woke to all service disconnected and a loud beeping signifying disconnection the next day on the 29th. They had just taken a payment out for monitoring on the 20th. Now I’m stuck with equipment I can’t use that one of their reps forged my signature to obtain a loan that I was forces to pay and Vivint saying be thankful we canceled the 5 months you had left. They should gotten the equipment and refunded me!Business Response
Date: 11/08/2022
November 8, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
*******
Vivint Account #:
*******
Date of
Agreement: 3/15/2018
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. ******* regarding her complaint.
At this time, Vivint has agreed to refund her for the equipment. Vivint has
also refunded Ms. ******* $51.47 for her October payment. Ms. ******* should
receive her refunds within 20 business days. 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: 11/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution should have had more compensatory to me. This company signs people name and forced them into compliance with threats to your credit with no repercussions for the company which is wrong. I can not afford a lawyer and don’t have the means to fight for years therefore I feel as though I’m forced yet again to take this like I have for almost 5 years
Sincerely backed into another corner,
***** *******Initial Complaint
Date:10/30/2022
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 pay ***** a month for home alarm and smart home services. My thermostat turns my heater on whenever its set to cooling. Half my window sensors do not work. They caused damage to my door frame for my front door. Theyve been out to my house a handful of occasions and they have never resolved the concerns. Theyve done nothing but caused more damages.Business Response
Date: 11/04/2022
November 4, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18335273
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 6/27/2017
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he is experiencing difficulty with his alarm system. ****************** requests that Vivint repair the issues.
Vivint apologizes for any difficulty ****************** may be experiencing. Vivint is willing to send a technician to Mr. ******** home at no cost. A representative from Vivint has contacted **************** via email to schedule an appointment for a technician to repair the system.
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: 11/17/2022
Company reached out to me, Scheduled a appointment for 11/16/2022 between 4-8pm. Tech called and said he was 45 minutes out at 4:45. Tech never showed up, ************ and company just passed me around different extensions for over 2 hours and kept placing me on hold with no HELP...Business Response
Date: 11/22/2022
November 22, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18335273
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 6/27/2017
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
Vivints records show that a technician was sent to Mr. ******** home on November 17,2022 and it was determined that Vivints thermostat is not compatible with the **** system. Vivints records further show that ****************** is currently working with Home Damage regarding his claims. Vivint encourages him to continue working with Home Damage to ensure his concerns are resolved.
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:10/30/2022
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 purchased a house that included the entire Vivint home security package and it was already paid off. I contacted Vivint to sign up for the monitoring service. On October 20th They dispatched a technician to my house who spend literally 3 hours moving around the house doing nothing. After he left I notice $200 were missing from my countertop. I called Vivint the next day to open a complaint and request the cancellation of services per their 3 days cancelaltion policy.Everytime I call to get an update on the cancellation and the refund of my initial payment they keep saying they need to pick up the equipment first and start offering discounted service for a year. Its aggravating enough that I allow a thief to enter my house, who knows my security codes. I just need my refund.Business Response
Date: 11/02/2022
November 2, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18333849
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: October 20, 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 processed the cancellation of the Agreement and provided a refund of $88.99 effective October 31, 2022. **************** can expect the refund to take up to five (5) business days to arrive. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/29/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called into vivint to replace a doorbell camera that had fell off due to screw falling out at the bottom. I was told by a representative for the company I was gonna get a new camera for 280$. Plus install but when The technician came out he said I needed a new panel and doorbell because the one I had was to old. Why the representative didn't say that on the phone. Now they are saying I need to spend over 800$ for both. I lost a day of work and the tech to replace camera showed up late. My appointment was from 8am to 12 pm. The tech came at 130 pm. This is very unprofessional and I asked the representative what was she gonna do about me wasting my day waiting on them she didn't care. Just kept saying the price of both equipments. Lack of communication and poor company skills to treat a loyal customer who has been using your service for years and paying on time.Representative lied about having five supervisors that one of them was gonna call me back but never did. She didn't care to resolve my issue. Hopefully I can get this resolvedBusiness Response
Date: 11/03/2022
November 3, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: June 16, 2017
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** ****** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ****** to resolve his concerns. Mr. ****** may contact Vivint’s representative directly if he 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/04/2022
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:10/28/2022
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.
Date: 10/22/2022-10/25/2022
I have encountered customer service issues while trying to move my equipment to a new residence. I am no longer under contract with Vivint and I decided that after 6 long years of dealing with Vivint it’s time to try something new. I have been trying to cancel and the company has been sending me in a loop to avoid processing my cancellation. They request that I send an explanation for canceling in writing and then they will decide if I’m eligible for cancellation.
This is unbelievable since I have no contract with them anymore.
It is my right to choose if I continue with vivint or if I try a new company.
I have spent hours over the phone with the representative trying to convince them that I no longer want vivint and the need to cancel.
In their email Vivint states that they will process my request to cancel within 30 Days of my written notice. In the mean time, I am still responsible to pay for service.
There is surely something wrong with this process. I want to cancel right away and yet Vivint has created a loop to avoid cancellation!
They are denying me the right to cancel service!Business Response
Date: 11/03/2022
November 3, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: November 25, 2019
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. **** in order to assist. At this time, Vivint agrees to waive the thirty (30) day cancellation period. Ms. **** has no further obligation to Vivint. Ms. **** may contact Vivint’s representative 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: 11/03/2022
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,
***** ****
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