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
- 7,989 total complaints in the last 3 years.
- 2,757 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:09/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Apon purchase this company sold me WIRELESS equipment because it could not be hard wired to my home. BUT when the equipment arrived it all needed hard wiring, when I contacted them they sent me a return label and canceled my account. A month goes by and I still havent received my refund and they say I owe a month of payment for service. ALSO that I am not getting my money back. They already have a lawsuit against them for ACTING like cpi and knocking on customers door and changing their equipment out for their own while wearing cpi uniforms.
Business Response
Date: 09/29/2022
September 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18061274
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: August 8, 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 his concerns. ****************** may contact ********************************** / ************) 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/21/2022
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 had an acct with Vivint for home security at our previous address. We were in the process of selling our house & contacted Vivint in late June to cancel service as of our moving date 7/5/22. The agent said that if we called to cancel in advance, we would have to give them 30 days notice. However, we could call to cancel on the day we wanted to cancel and would be able to cancel with no notice & it would be effective immediately. We called back on 7/5/22 to cancel our acct effective immediately. Our request was processed on that day and confirmed. We were surprised to see a charge on our credit card on 7/7/22 for $69.00 (normal monthly fee). A few days later, we contacted Vivint to request a refund. We were told to wait a few weeks for refund to be posted to the credit card. On 8/4/22, we received a refund of only $4.45 (small portion of the $69.00 charged). We called again to explain what the agent told us about cancelling effective immediately when we spoke to them in late June. After being transferred to a supervisor, were told this was not correct information & that it always takes 30 days to cancel an account when calling in to cancel. This alone seems like a very unethical business practice. We disputed this because its not what the original agent said and were told that this agent was incorrect. We asked for the full refund because they should stand behind their agents word. We were told that they would have to pull the call recording to listen to it and get back to us within two business days. However, after calling several times over the next two weeks, we were told that they were still waiting for the call recording and they just reiterated their policy. As of 9/21, were still waiting for the call back. We tried disputing the charge with credit card but Vivint denied it. We would like a refund of $64.55. Please help.Business Response
Date: 09/28/2022
Tell us why here...
September 28, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18060240
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 5/6/2016
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.In his complaint, ********************** explains that he was told a 30-day cancellation period would not be required when cancelling his account. ********************** further explains that he was charged a monthly fee and is requesting a refund.
At this time, Vivint is willing to refund ********************** $64.55. ********************** should receive his refund within **** business days.
Vivints records show that ********************** signed a System Purchase and Services Agreement (Agreement) on May 6, 2016 which states that service will continue month to month after the initial term of 42 months, unless cancelled in writing no less than 30 days before the next renewal term (Section 2.1). A written notice of cancellation was provided by ********************** on July 5, 2022, and his account was invoiced for the last month of service on July 6,2022.
Despite the information mentioned, Vivint agrees to the resolution above. A representative has contacted ********************** via email. If ********************** has any questions or concerns, 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 LegalInitial Complaint
Date:09/21/2022
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.
One week after signing on with Vivent early June)( as I purchased this house with equipment in it) I had a lightning strike that burned up camera and detectors at some doors. I called Vivent right away. Spoke with customer service. No service man ever called, no one showed up, leaving my home vulnerable. I called to let them know, no repairs, Im not paying for service that isnt working. Told them I was ripping out their entire system and going to system that WILL work. They have continued billing, after so many phone calls to customer service, who then moves the call to customer retention, dropped calls, no call backs. When I did get customer retention, round and round we go explaining over and over , no system here, not paying for service that isnt provided! The answer was let me speak with my manager. STILL NO RESULTS! Well went around again for atleast the 24th phone call, just this past week, still no resolution. This isn't rocket science here, this is about keeping the billing going. Harassing phone calls EVERYDAY, same explanation EVERYDAY, same harassing via emails. A good class-action lawsuit would stop this BS! Im at my **** end, burned out from explaining over and over their. lack of customer service, communication to get service tech, on and on!Business Response
Date: 09/29/2022
September 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18059102
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 3, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states his equipment was struck by lightning in June 2022. ******************** states that he contacted Vivint, but was not contacted about repair. ******************** states he has not received contact. ******************** desires a correction to a credit report and removal of the billing from mid ***************.
A Vivint representative has reached out to ******************** in order to assist. Vivints representative is willing to assist ******************** with the billing adjustment and cancellation if he desires. ******************** may contact Vivints representative to confirm this matter and if he has any questions or concerns regarding this matter.
Vivints records show that ******************** started services on June 3, 2022. Vivints records indicate that ******************** emailed Vivint on July 4, 2022 about a lightning strike that took place. Vivints records indicate that a Vivint representative attempted to reach ********************, but was not able to reach him by phone or email on July 6, 2022. Vivints records indicate that ******************** contacted Vivint via chat on July 26, 2022 about this matter and was asked to call in for further assistance, but ******************** refused. Vivints records indicate that ******************** contacted Vivint on September 14, 2022 about this matter and stated he threw his equipment away.
Vivints representative is willing to assist in this matter. ******************** may confirm cancellation with Vivints representative or contact them about any questions or concerns he may have.
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:09/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had signed up for Vivint home security years ago. While the door to door salesman didn't lie, many of the fees seemed hidden, including the expensive equipment lease that seems excessively long, and the costs of the equipment were very obscured, although their product itself at the time was decent. I had moved initially from my *************** home address, taking the equipment with me to my new address in *********, *******. Next 3 years I had no major issues. in March/ April 2022, when I moved back to ******, Vivint was supposed to come and remove equipment from the house I was moving from, and once I finally found a new place of residence in the **************, I had talked to one of their representatives about what would be needed if I wanted to set up Vivint at the new place. However due to a number of issues including the turbulent real estate market in ********* at the time, I had a delay in getting into a new place. I had reached out to the company about pausing services, as well as that I was continuing to get alarms from my old residence, including having camera access to the house even though I no longer owned or lived there. That seemed a rather big issues, that they didn't remove equipment when they stated they would. That I was still able to access cameras and systems at the house, though I called them about it, and removed application from my phone.Also when conversation with them, they said they would put my account on pause until I found a place. Instead they gave me one month free before charging me again for a service they were not providing. When I attempted to cancel their service recently, they then said that I had to continue paying for their service until my equipment was paid offed. Even though they never removed my equipment, also that the equipment lease was separate from their service billing. And through this all, I have attempted to reach out and I continue to get no resolution.Business Response
Date: 09/29/2022
September 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18057235
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: February 3, 2018
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that when he moved in March / April of 2022 Vivint was supposed to come and remove the equipment. ******************** states that he had to reach out to pause the service due to housing issues. He also states that he had access to the cameras in his old home as well as access to the app even though he no longer lives there. ******************** states the Vivint did not remove the equipment as discussed. He states that he has called Vivint about still having access to the old system and that he has removed the app from his phone. ******************** states that he was told Vivint would place his old account on hold until he found a place, but he was only given one free moth of service and then continued to be billed. ******************** states that he has attempted to cancel the service and has been told that he must pay off the equipment before he is eligible for cancellation. The equipment has still not been removed from the old home. ******************** desires a billing adjustment.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint has offered to assist with a billing adjustment. If an agreement can is not reached regarding a billing adjustment, Vivint offers cancellation without penalty to *********************
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on February 3, 2018. Records show that ******************** notified Vivint of his move on April 4, 2022, with that the equipment needed to be removed and a one (1) month credit was agreed upon. Records show that ******************** declined a one (1) month deferment. Records also indicate a cancellation was requested on June 22, 2022, there is no indication that the equipment has been paid off as well as there is no Notice of cancellation that has been submitted for the account.
With the listed information above Vivint offers to assist with a billing adjustment or cancellation without penalty. ******************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/21/2022
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 trying to cancel my service with vivint and they will not let me because I owe money to citizens bank for a camera I got. But citizens bank charges me directly for my camera I purchased. Vivint is stating they need to be the middle man and collet there 50 dollars a month. Plus they want an early termination fee. I cant cancel.Business Response
Date: 09/28/2022
September 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18056077
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: January 27, 2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he is trying to cancel his service. **************** states that Vivint will not allow cancellation due to money owed to Citizens for a camera that was purchased. **************** also states that Vivint told him there would be an early termination fee. **************** desires a billing adjustment.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers to waive any associated fees with the cancellation of the monitoring contract. To move forward with this offer **************** must pay off the equipment line of credit and provide Vivints representative **************************************** with confirmation of payoff.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on January 27, 2022. Records indicate that **************** agreed to an upgrade of his equipment on December 19, 2019. It is Vivints cancellation policy that the equipment must be paid off before the customer is eligible for cancellation.
With the listed information above, Vivint offers to provide cancellation and to waive any fees associated to the monitoring contract. **************** 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:09/21/2022
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.
Back in June I contacted Vivint in regards to additional purchases made on my account by someone other than myself. This purchase made my bill almost double. Vivint can't tell me what was purchased nor when the purchase was made. I have been getting the run around since June. The additional funds are still being taken from my account for this equipment that wasn't ordered nor received.Business Response
Date: 09/28/2022
September 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18055977
Complainant: Kiva Goodrich
Vivint Account #: *******
Date of Agreement: June 2, 2022
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ******************** to resolve her concerns ******************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/29/2022
Complaint: 18055977
I am rejecting this response because: is still has not been explained why my bill doubled through the finance company.
Sincerely,
*************************Business Response
Date: 10/03/2022
October 3, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18055977
Complainant: Kiva Goodrich
Vivint Account #: *******
Date of Agreement: June 2, 2022
To Whom It May ***************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.
Vivints record indicates that ******************** has provided a documentation indicating her charges from Citizen One. And a legal representative from Vivint has sent a request to Citizen One to refund and cancel the second financing charge. ******************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/20/2022
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.
Greetings, we live in a no soliciting community and your door to door salesperson would not accept my 'no thank you' initial response. He was forceful with trying to get me to hear the pitch and pretended even not to be a sales person, ************* in the community" which is a pitch line. We kindly request no further contact from you.Business Response
Date: 09/28/2022
September 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ******Consumer Complaint Case #: 18053605
******Complainant: *****************************
Vivint Account #: N/A
Date of ******************** ****** ****** ****** ******
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In his complaint, ****************** explains that he lives in a no soliciting community, but a door-to-door sales representative approached him. ****************** desires no further contact.******
The kind of behavior ****************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales the management in Mr. ******** area. Vivint appreciates Mr. ******** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
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: 09/28/2022
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. I look forward to my peaceful life without Vivant.
Sincerely,
*****************************Customer Answer
Date: 07/18/2023
Within the past three years we filed a BBB complaint about a rude and aggressive door-to-door salesperson and were reassured in the complaint response that we would no longer hear from Vivint. Instead, today, 17 July 2023, we had another Vivint salesperson come and solicit us at our door. I am disappointed in the failure to adhere to the promise previously made by Vivint's leadership/legal council. Please let us know how we can be removed permanently from your solicitation and door-to-door harassment.Business Response
Date: 07/24/2023
July 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ******Consumer Complaint Case #: 18053605
******Complainant: *****************************
Vivint Account #: N/A
Date of ******************** ****** ****** ****** ******
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution and will once again report this complaint to sales the management in Mr. ******** area. Vivint appreciates Mr. ******** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,******
Vivint LegalCustomer Answer
Date: 07/25/2023
Complaint: 18053605
I am rejecting this response because: I have no concrete evidence that you will not knock on my door again after requesting not to be contacted by your company. We respectfully request a confirmation in writing that your systems and personnel will no longer approach our private property.
Sincerely,
*****************************Initial Complaint
Date:09/20/2022
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 have has service with Vivint for many years with no problems. Six months ago I began experiencing issues with a particular piece of equipment. After multiple equipment replacements and even more technician visits, Vivint has determined that it is due to a software issue that they do not know how to correct. There have been multiple escalations to IT and I have been told multiple times that it is a "known" issue with no eta for resolution. Vivint refuses to make this right for me as a customer. They have offered to upgrade all of my equipment at a full cost to me, or I can just understand that I will always have this problem with this particular software issue. Vivint refuses to release me from my contract even though they can longer provide the service that I pay for each month. I am very unhappy that after years of being a loyal customer, they would just flat out refuse to help me with this issue. Replacing my equipment would cause me to incur a cost of thousands of dollars and I do not feel confidant in spending that amount with a company that is so unwilling to help. Cancelling my contract with out a release from it would also cause me to incur a cost of thousands of dollars. I can see that Vivint is just in this for the money, no matter the cost to their customers.Business Response
Date: 09/29/2022
Tell us why here...September 29, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18053195
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 9/26/2016
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 system.****************** requests that Vivint release her from her contract without penalty.
Vivints records indicate that a technician was sent to Ms. ******** home on September 23, 2022. The technician determined that Ms. ******** cameras need to be replaced.The same technician scheduled a follow-up appointment for October 8, 2022 so he could order cameras to replace hers with.
A representative from Vivint has contacted ****************** via email. Additional information regarding the status of her complaint and if she would still prefer to cancel her account is required in order for her concerns to be fully 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:09/20/2022
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.
Equipment constantly malfunctions. 3 separate window sensors as well as a motion sensor have triggered false alarms. Doorbell camera has gone offline for no apparent reason numerous times. Every time we call to report an issue, we are on the phone for approx 45 minutes trying to troubleshoot the issue, and it doesnt usually get anywhere. They say theyll send a technician to inspect and possibly replace the equipment, but we dont want a replacement as its a few different pieces and we no longer trust the equipment from this company. Wed like to send it back and get a refund.Business Response
Date: 09/29/2022
September 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18053126
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: July 10, 2020
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In her complaint, *********************** states that they have experienced unresolved equipment issues with the doorbell camera and sensors. *********************** states that they have called to resolve the issues, but *********************** does not desire a replacement or repair. *********************** desires to refund and return the equipment.
A Vivint representative has reached out to *********************** in order to assist. Vivints representative is willing to have a technician come to Mrs. ********** home to resolve the issues that *********************** mentioned. Vivints representative has also applied a credit for two (2) months of monitoring service. *********************** 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 July 10, 2020 with an initial term of sixty (60) months. Vivints records show that ********************** contacted Vivint in August 2021 about the doorbell camera clip recording and the issue was resolved with setting adjustment and rebooting the camera. Vivints records indicate that ********************** contacted Vivint in October 2021 about a false alarm triggered by a door sensor. Vivints records indicate that Vivint sent a replacement to ********************** following troubleshooting. Vivints records indicate that ********************** contacted Vivint in June 2022 about the doorbell camera power supply and a technician was deemed necessary to resolve the power issue. Vivints records indicate that ********************** no longer wanted the technician to come to their home.
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:09/20/2022
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 9/15/2022, I notified Vivint that I wanted to cancel my alarm contract. I spoke with a representative, The representative asked if they could give me an additional garage door opener and lower my bill by $10.00 would I consider staying with the company. I agreed to do so provided they give what was promised. On 9/17/2022 a technician showed up at my house at approximately 8:00am to install the free garage door opener, The technician was unable to hook the garage door opener up, due to a compatibility issue with the lift on the garage door. He took the item back to the company and billed me an additional $77.00 and the company pulled this money from my account without my permission and I did not get anything but a $77.00 charge which no one can explain to me and they told me I was now under a 36 month contract.Business Response
Date: 09/28/2022
September 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18052998
Complainant: *******************
Vivint Account #: *******
Date of Agreement: May 23, 2016
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is adjusting ************** account to be month to month and applying a credit of $150 to ************** account. Vivints representative is also refunding for the larger charge in September. ************** 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: 09/28/2022
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,
*******************
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