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
- 7,981 total complaints in the last 3 years.
- 2,763 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:08/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
**** was the sales man's name. He lied us into the system. Told us a select few if qualified will receive equipment for free. He said we ended up qualifying after the credit check said our equipment would be totally free. He also stated it would ONLY be $50 to cancel service. Later we receive a notice from a company called citizens saying we owe money for equipment of over 3k dollars. We reached out to **** who told us to not worry about citizens just pay the service fee to vivint. So we felt something wasn't right we just got scammed into something. So we call customer service and ask to speak to higher *** who then proceed to tell us cancelation is price of equipment how is that fair? When **** is less then $60 a month for service. You would think that they would just come get the equipment and charge a reasonable cancelation fee. We told the lady we was lied to about cancel fees and system being free. She then reached out to **** who lied to her and of course she sided with **** who offered to pay half the equipment fees... why offer to pay half the price if you didn't lie?? However he never paid half of that price the lady never made him. All she did for us was give us a month free and didn't charge us to send the installer back out being we had problems with our system just a couple days after installation. So they charge to have them come out to fix any problems their system may cause their customers. What a joke. They also charge for false alarms after so many which we already have had 2 somehow... once the fire alarm went off and we wasn't cooking nothing we was ALL in living room watching a movie. So makes me wonder if somehow they don't make the false alarms happen so when one really actually does accidently happen by a kid or something we get charged cuz they used our free ones. This company is a scam and a joke. They won't let you out of they contract even tho we were lied into their system. This isn't right and isn't fair. We are a victim of vivint.
Business Response
Date: 09/01/2022
September 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17779682
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 8, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that her sales representative **** told her that she would be receiving the equipment for free and if she wanted to cancel there would only be a $50 fee. ************** states she received a notice form Citizens stating she owed $3000 for the equipment. ************** states she reached out to the sales representative and was told only to pay for the monthly monitoring service with Vivint. ************** states she called Vivint to speak with someone higher up and was told she must pay off the equipment to cancel. ************** states that Vivint reached out to the sales representative who then said he would cover half of the equipment fees. ************** desires a refund.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has offers to provide full cancellation of the account. This would include a technician to come and remove all the equipment. Once all equipment is returned Vivint will cancel the account and provide a full refund and equipment line of credit closure.
Vivints records indicate that ************************* signed a Purchase and Services Agreement (Agreement ) on June 8, 2022. In this Agreement the equipment price is listed as $3556.25. ************** also signed a Schedule of Equipment and services with the same price listed for the equipment. Vivint records also show ************** taking part in the recorded Pre-Installation survey which shows ************** acknowledging and agreeing to the equipment line of credit and monthly charges for both the equipment line of credit to Citizens as well as monthly monitoring charges to Vivint.
With the listed information above, Vivint offers to provide full cancellation as well as a full refund. ************** 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:08/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
There were 2 accounts ********* sons at the address and approx 2 years ago the account was merged into 1. I was unaware that I was still being billed for an inactive account. I was never told by either the sales rep or the installer. I was speaking with a Supervisor ******************************* who advised me not to do anything until she had a resolution. She stopped communicating with me. Every time I call I"m told another 2-3 days for a resolution and I get answer its been almost 3 months. ******************************* is the supervisor I spoke with today. He told me that the accounts were merged in 2020 and would not provide the date. He was only willing to refund 2 months. He said I needed to send something in writing to cancel the old account where the previous supervisor advised me the account was closed.Business Response
Date: 08/31/2022
August 31, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17778418
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 5, 2013
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. In an effort to assist, Vivint agrees to cancel Ms. ******* account and refund $1096.81 to the card on file. **************** 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:08/26/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint was called three times to cancel my service. They continued to try to charge monthly billing after cancellation and buy out bill was requested. I paid them the buyout the continued to charge and attempt to get additional money out my account. My equipment had previously been paid for. They claim they did not get a payment the payment was processed through my card.Business Response
Date: 09/01/2022
September 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #:17777981
Complainant: *********************
Vivint Account #: *******
Date of Agreement: December 12, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to process cancellation of the account effective August 26, 2022. **************** 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:08/25/2022
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.
Originally had a phone conversation with a male representative on a recorded line with Vivint.. I informed them that I would not renew my contract or upgrade my equipment with them. During that conversation it was agreed by both parties that we would lower my monthly service fee and get upgraded equipment at no cost. On May 6, 2021, a Vivint technician came to the door, I signed the service contract so he could install the new equipment. On July 7, 2022, I receive an email from Mercantile, a debt collector, stating that they were trying to collect a debt for ************ NA. which has a division specifically for Vivint. I asked supporting documentation from ************, they said it was charged off and Mercantile was who would provided this information. On July 28, 2022, I receive a letter form Mercantile, which has the service agreement attached which showed electronic signature. After a conversation with **********, It was discovered that Vivint had opened a credit line with Citizen in my name without my authorization. After contacting Citizen and Vivint multiple times and requesting the signed credit agreement, neither party has provided this documentation. Citizen also stated I agreed to electronic communication only, after I inquired about never receiving a bill, or notification from Citizen. The service agreement provided had the wrong address and technicians name. During my follow up with Vivint about this charge, Vivint stated that they would pull the recording of the initial sales conversation. After 3 weeks of continuous calling and being placed on hold, on 8-25-2022, ****, a Vivint supervisor, stated that I had agreed to this charge. When I inquired about listening to the recording, he stated that I would need a subpoena to get access the agreement on the recorded line. I simply asked Vivint to again forward me the signed credit application and financing agreement, **** said he emailed it. I still have not received it. .Business Response
Date: 09/02/2022
September 2, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17775551
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 12, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that her equipment financing with Citizens is in collections. ****************** states that she was not told about the equipment financing. ****************** states that she did not sign for it. ****************** desires the line of credit removed from collections and waived.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to work with ****************** in order to resolve 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 May 6, 2021 with an initial term of sixty (60) months. Vivints records indicate that ****************** received equipment financing at this time as well. Vivint performs a survey prior to the installation of the equipment in order to ensure that each customer understands and agrees to the terms and conditions of the Agreement. Vivints records indicate that ****************** participated in this survey on May 12, 2021. Vivint's records show that Vivint stated ****************** qualified for a line of credit with Citizens Pay with a 0% APR and asked if this was correct. Vivint's records also show that Vivint stated the financing provider may call her to perform a welcome call and asked if she understood. Vivint's records show that Vivint displayed the amounts payable separately to Vivint and to Citizens and asked if they were correct. Vivints records also show that Vivint asked if Vivints representative outlined the Citizens Pay terms and conditions. Vivints records indicate that ****************** answered Yes in response to each of these questions.
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: 09/02/2022
Complaint: 17775551
I am rejecting this response because the response has not substantially resolved the issue. Until I actually speak with ***** or a representative regarding this issue, the coMplaint will not be resolved here is the email I have sent to the legal representative.Caleb-
The original installation upgrade phone call will reflect that the equipment was free, as it was the during the first installation. In my multiple attempts to resolve this issue, has left me with many unanswered questions and requests. I have requested the phone call recording and was told that i could certainly have them with a court subpoena.
I have made 6 different phone calls, totally 5-1/2 hours with Vivint & Mercantile. I never once received a bill, electronic or mailed from Citizens for the said financial agreement.
I would like this issue resolved as well. The amount of frustration dealing with this is unnecessary.
The service agreement that I received was from the collection agency. I never received any type of correspondence from Vivint or Citizens about this financial agreement until the collection agency contacted me. And honestly I thought the email was spam. The agreement has the billing address incorrect and the Vivint representatives signature was a woman. We had our equipment installed by a male technician.
This is where discrepancies surface in this electronically signed documents.
How am I to pay for something, one, I didnt agree too and two, I never received a bill for? I cant inquire about a bill if I dont receive a bill or statement. I left you a voicemail at the phone number given.
I have attached the service agreement provide from Mercantile.
Sincerely,
*********************Business Response
Date: 09/13/2022
September 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17775551
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 12, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her rebuttal, ****************** states that she did not receive a bill from Citizens. ****************** states that she received an agreement with a female Vivint representatives signature from the collection agency. ****************** states that she was told the equipment was free. ****************** states that she did not agree to pay for the equipment and did not receive a bill for it.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to work with ****************** in order to resolve this matter. Vivints representative sent ****************** the call that took place consenting to the upgrade and financing. ****************** 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 May 6, 2021 with an initial term of sixty (60) months. Vivints records indicate that ****************** received equipment financing at this time as well. Vivint performs a survey prior to the installation of the equipment in order to ensure that each customer understands and agrees to the terms and conditions of the Agreement. Vivints records indicate that ****************** participated in this survey on May 12, 2021. Vivint's records show that Vivint stated ****************** qualified for a line of credit with Citizens Pay with a 0% APR and asked if this was correct. Vivint's records also show that Vivint stated the financing provider may call her to perform a welcome call and asked if she understood. Vivint's records show that Vivint displayed the amounts payable separately to Vivint and to Citizens and asked if they were correct. Vivints records also show that Vivint asked if Vivints representative outlined the Citizens Pay terms and conditions. Vivints records indicate that ****************** answered Yes in response to each of these questions.
Vivints records show that ****************** contacted Vivint on May 6, 2021 about upgrading her equipment. Vivints records indicate that ****************** spoke with a female Vivint representative that set up the upgrade and financing, explaining the female representatives signature. Vivints records show that Vivints representative offered ****************** a new panel, new cameras, and a free indoor camera if she chose to upgrade. Vivints records show that Vivints representative explained the monthly cost of the Vivint services, and the equipment financing with Citizens and ****************** asked about the total cost. Vivints records indicate that Vivints representative outlined what the total cost would be around and the broke down the equipment and monitoring costs for ******************. Vivints records show that ****************** agreed to the equipment financing and upgrade and was sent the paperwork to fill out while she was on the phone with the Vivint representative.
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: 09/14/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that resolution has been made. The issue still remains, that I have not spoken with anyone at Vivint since my initial complaint. I have left messages for both individuals that have "called" me and left messages. I have still not received a call back for those messages. The issue is resolved due to the fact that I received what I initially asked for from Vivint, a copy of the original phone call. This was the only thing needed and would shed light on the situation. Being told that i had to have a court subpoena quantified the issue to be elevated to a complaint with the BBB. All of this squandered time during the last 2 months, was unnecessary. I want to make sure that Vivint aware that all this complaint filing and back and forth could have been resolved very simply. I still have not received a bill from the finance company but will take care of the agreed upon contract. **************** needs to certainly be reviewed and improved.
Sincerely,
*********************Initial Complaint
Date:08/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint **** has been charging me monthly for a service that has not been working properly since the first week of February 2022. I have called them for tech support and the issue has not been resolved, the service has never been restored. I have asked them to stop billing me because I am not receiving service but they continue to do so. I no longer want to be billed for services that I am not receiving. I would like all of my money including the late fees refunded to me.Business Response
Date: 09/02/2022
September 2, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17775741
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 4/13/2019
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that her equipment has not worked since February of 2022. ****************** requests a refund.
Vivints records indicate that on March 3, 2022, ****************** contacted Vivints ************* team for assistance with her equipment. ****************** indicated that she would need to call back at a later time. Vivint did not receive any additional contact from ****************** regarding the issues she was experiencing.
Additionally,on April 13, 2019, ****************** signed a System Purchase and Services Agreement (Agreement) for an initial term of sixty (60) months.
Despite the information mentioned above and out of goodwill, Vivint is willing to close Ms. ******** account with collections. However, a refund is not warranted.
A representative from Vivint has contacted ****************** via email. If ****************** has any questions or concerns, she may contact the representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/25/2022
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.
Salesman was very aggressive. He came to the wrong address to start but he didn't believe me. Had to convince him then he started trying sale me. Told him I was not interested. Wanted me to open my door. Told him again not interested. Next he asks when is a good time I can come back and not talk to you through the door. At this point, I'm angry. Told him to get off my property. Said he'll come back until someone opens the door. I do not want to be contacted by this company ever again! No means no!Business Response
Date: 09/02/2022
September 2, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ******Consumer Complaint Case #: 17775391
******Complainant: ******************************;
Vivint Account #: N/A
Date of ******************** ****** ****** ****** ******
To Whom It May ***************** have reviewed the information provided by *************************************** and appreciate the opportunity to respond.
In her complaint, ************************ explains that she was approached by a very aggressive salesman. ************************ desires no further contact by the business.******
The kind of behavior ************************ has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in Ms. *********** area. Vivint appreciates Ms. *********** 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 LegalInitial Complaint
Date:08/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint is a deceptive company that makes it impossible to cancel their accounts. When I signed up for Vivint it was made clear to me by Vivint that after the loan is paid off, the contract will switch month to month and I can cancel at will. Call on 8/3 I called to cancel on 8/3. They said that I had to pay off the loan amount and I must complete my 36-month contract, which was renewed when I moved. They also told me that I owe them more money. I was very confused by this and did not have a clear explanation as to why, especially since I paid them on their portal on their website. They also said that I need to pay the loan now +20%! I paid off the loan while I was on the phone. I was told that after the equipment was paid off, I am automatically switched to a month-to-month. I was told that I must email a request to cancel the service and they would not cancel over the phone.I sent the email. The very next day. On 8/4 I was charged again Call on 8/11 I called them and requested a refund and they denied me because they said that my contract was still active and it will take 30 days for the cancellation request to process. I was never told this info on my last call and was deceived again. He checked the notes on my account and verified this, but the notes were not made clear to him. I asked him again on the phone whether or not I will be charged anything else he said that I do not need to expect any extra charges outside of the standard billing cycle that *** happen before the cancellation investigation goes through. I was charged again on 8/19, I am not sure what this charge was for, since the last rep said I would not be charged anything else.I got an email from them on 8/22 stating that my cancellation did go through for a possibility of three reasons, they did not say what it was directly.Call on 8/23 I called again and told them if the cancellation is completed I am reporting them and disputing the charges. They refused to let me cancel on the phone.Business Response
Date: 09/01/2022
September 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17758487
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: August 19, 2018
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her complaint, ************************** states that when she signed up for Vivint it was made clear that once the equipment was paid of the contract would be month to month and they could cancel at any time. ************************** states she called on August 3, 2022, to cancel, where she was told she must pay off the equipment and send a notice of cancellation via email which she states she did. She states August 4, 2022, she was charged. She states she called August 11, 2022, to request a refund that and was denied due to the account being active and was told the cancellation takes 30 days. ************************** states she was told she should not expect any further charges despite the normal billing cycle that *** be charged before cancellation. She states she was again charged August 19, 2022. ************************** states she received an email August 22, 2022, stating the cancellation failed to process. ************************ desires a refund and cancellation.
A Vivint representative has attempted to contact ************************ via email in efforts to resolve this matter. Vivint offers to cancel the account effective August 3, 2022 and provide a refund of any payments made after that date. Vivint also offers to waive the remaining monitoring contract and waive and associated fees.
Vivints records indicate that ************************ signed a Purchase and Service Agreement (Agreement) on August 19, 2022. This Agreement had initial contract term of sixty (60) months. Records show that ************************ is still in contract with Vivint until August 18, 2023.
With the above information Vivint offers to provide cancellation and a refund. ************************ *** 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:08/25/2022
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 had Vivint since April 25 and I'm not full installed but yet I have to pay for the whole package that I don't have, and my door bell camera has been down two whole months and they keep giving my a different time for someone to come fix it and no one ever shows during those times. I've asked them to come get the stuff since I've been waiting 4 months but they want to tell me I'm locked into a five year contract and can't cancel, but it's not what I want or even need at this point. I want to completely be done with company. The man name *** refused to take of his shoes and didn't even pick up the plastic piece for his boxes not throw his boxes away he left them on the floor, I also have complained to them numerous times and each time they try and send the same tech back to my house.Business Response
Date: 09/01/2022
September 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17768475
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: April 25, 2022
To Whom It May ***************** have reviewed the information provided by ************************** and appreciate the opportunity to respond.
In her complaint, ************************** states that she has not had her full system installed. ************************** states that the installing technician was not respectful. ************************** states that she has had the same technician be rescheduled to resolve issues that she was experiencing. ************************** desires no further contact by the business and a refund.
A Vivint representative has reached out to ************************** via email. Vivints representative has noted the information provided by ************************** about the installation technician. Vivints representative is willing to work with ************************** to resolve 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 April 25, 2022 with an initial term of sixty (60) months. Vivints records indicate that the equipment was initially installed on this date and a technician came out again on May 4, 2022 to install the Doorbell Camera. Vivints records indicate that what was paid for with the equipment financing has been installed in the home. Vivints representative is willing to assist if there are missing items. Vivints records indicate that Vivint has been working with ************************** regarding equipment issues she is experiencing.
Vivints representative is willing to work with ************************** to resolve this matter. ************************** 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:08/25/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The problem with the camera being offline was not solved. They didn't fix it and I'm paying for the service I am not getting full benefit of. I want it to work the way it is supposed to.Business Response
Date: 09/08/2022
September 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17769640
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 13, 2021
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In his complaint, ********************** states that the camera issue has not been resolved. ********************** states that he wants the equipment to work. ********************** desires repair.
A Vivint representative has reached out to ********************** via email in order to assist. Vivints representative is willing to help resolve the equipment issues that ********************** is experiencing and is scheduling a technician to come to ************************ home. ********************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Vivints records show that ********************** signed a Purchase and Services Agreement on July 13, 2021. Vivints records show that ********************** had a technician come to his home on June 25, 2022 to address the camera issues that they are experiencing. Vivints records indicate that ********************** did not have internet at the time, but the tech was able to help with the alarm issues that were taking place.
Vivints representative is willing to assist. ********************** 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:08/24/2022
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 called and chatted and texted my service tech and nothing has been done to resolve my problems. I have this service at home and at my business. I bought equipment for both locations. The equipment is shoddy and not even close to the amount I paid for it. Neither of my smart drives work. No one has been sent to find out or replace them. They keep blaming it on my internet service which when he installed everything he said it works off cellular and not internet but all the cameras are not hard wired in and are working off my WiFi. The cameras are constantly going offline. Right now at my home location every one of my cameras are offline and have been offline for several months. *** called and chatted and complained and nothing has been done. Im tired of paying for crappy service and them blaming it on my Internet. They always want me to reboot my panel or my internet and I should not have to do that 4 or 5 times a month in order for the c*** to work!! I want to cancel and be done with them!! I paid a lot of money for this crappy equipment for both locations and Im tired of paying for crappy service that only works part of the time. I did sign a contract but with this type of bad service Vivint hasnt held up their end of the deal by promising to provide excellent service. I paid alot of money for shoddy equipment and for the service every month that sucks!! I want out of my contract. They can have this shoddy equipment back and Id like some refund for buying equipment that Im going to return because it aint worth having. Ive read the complaints on BBB and they all sound very familiar to my own situation. Vivint is slowly shooting themselves in the foot with their shoddy equipment, lying employees and bad overall service. I want out of this mess now. I totally got took and this is totally unfair and totally wrong to do customers this way.Business Response
Date: 09/02/2022
September 2, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17766196
Complainant: *****************
Vivint Account #:*******
Date of Agreement: 2/11/2021
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, a representative is currently in contact with ********* and will ensure that her concerns are resolved. ********** 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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