Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

• 

  Vivint Louisiana, LLC

  1701 Old Minden Rd STE 32 Bossier City, LA 71111

• 

  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  

The 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:08/02/2022

  Type:Sales and Advertising Issues
  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.

  Several representatives came to my home and presented the home security system as the greatest thing since slice bread. Over the course of 4 months I went over the probability of signing up with vivint. On 7/12 two sales man presented themselves as "managers" and offered us a supposed better deal than the previous representatives. One in particular named "*******************" told us that we were buying the system on monthly installments and that we could cancel at any time if we were not happy or satisfied with their systems. Installation was done the same night and since day one the system never worked properly. We reach out immediately and kept on getting excuses from the representatives and the company about an upcoming update that would resolve all the issues with we were having. 2 weeks later and the system never worked. We have not been able to see, store or receive any footage or alerts from any of the cameras installed. The technician came to my house again and determined that the panel installed was defective and there was no communication in between the panel and any of the cameras installed including the door bell. The panel was switched out and send back to the company as defective. According to the technician Everything was "fixed". But again we still have no footage or alerts coming in through the application. After 3 weeks of a non existent security system and several attempts to contact someone. I got fed up and tried to cancel the service. I was told that I only had a 3 day window for cancelation and that I couldn't cancel the service because I was 3 weeks into the contract. They lied to me and have not provided any service or security system that works properly. I feel less secure than never with vivint. They are liers and crooks. If they actually had a reliable/properly working equipment we would have never reach this point. I just need them to come by get their equipment and release me from the fraudulent contract they got me into with lies.

  

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:    Consumer Complaint Case #: 17661664
             Complainant: *************************
             Vivint Account #: *******
             Date of Agreement: July 12, 2022
       
  
  
  To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond. 
  
  In his complaint, ************** states that he has experienced unresolved equipment issues following the installation of his equipment. ************** states that he is unable to use the clip and footage portion of his application. ************** states that he had a technician come to his home. ************** desires cancellation of his account and retrieval of the equipment. 
  
  A Vivint representative has reached out to ************** via email in order to assist. Vivints representative is willing to assist ************** in this matter. ************** 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 12, 2022 with a three (3) day right of rescission period. Vivints records show that ************** contacted Vivint on July 14, 2022 about the camera feed issue. Vivints records indicate that it was connected to a bug that has since had a patch released to resolve. Vivints records indicate that ************** contacted Vivint on July 26, 2022 about the issue remaining and a technician was sent to **************** home. Vivints records show that the technician replaced the panel and connected the devices to the panel. Vivints records indicate that the cameras are online now. Vivints records indicate that ************** contacted Vivint about cancellation on August 2, 2022 about cancellation and sent a notice of cancellation via email. 
  
  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 Legal
  
  

  Customer Answer

  Date: 08/16/2022

   
  Complaint: 17661664
  
  I am rejecting this response because:
  Their legal department contacted me offering discounts and 6 months free. I do not want discounts or any further relationship with VIVINT.  Their sales representatives that came to my house never presented this company with transparency. Their product and service is garbage. I was  told that this was a no contract home security service and that could cancel at any time if we were not happy or satisfied with their service. Since day 1 we texted the representative who told us to wait 48 hours for an upcoming update of the application that would take care of the problems we were having. 

  He clearly knew that after those 48 hours we would be locked into a contract that we had no idea about because he had lied to us. Till this day they can come and see for themselves that we have no camera service and no "security system" that works. I do not want  anything further to do with this company and the more I read and research about them the farther away I want them from my property. Please come get your equipment and let's get this over with. I don't know why they think is ok to forcefully bully customers into contract for something that does not work. 
  Sincerely,
  
  *************************

  

  Business Response

  Date: 08/23/2022

  August 23, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:    Consumer Complaint Case #: 17661664
             Complainant: *************************
             Vivint Account #: *******
             Date of Agreement: July 12, 2022
       
  
  
  To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond. 
  
  In his rebuttal, ************** states that he was offered a discount and six (6) months free. ************** states that he has experienced unresolved equipment issues and is not satisfied. ************** states that he texted the sales representative on the first day and was told to wait two (2) days for an update. ************** desires cancellation of his account without penalties and the equipment retrieved. 
  
  A Vivint representative has reached out to ************** via email in order to assist. Vivints representative is willing to assist ************** in this matter with a technician retrieving the equipment and cancellation of his account. ************** 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 12, 2022 with a three (3) day right of rescission period. Vivints records show that ************** contacted Vivint on July 14, 2022 about the camera feed issue. Vivints records indicate that it was connected to a bug that has since had a patch released to resolve. Vivints records indicate that ************** contacted Vivint on July 26, 2022 about the issue remaining and a technician was sent to **************** home. Vivints records show that the technician replaced the panel and connected the devices to the panel. Vivints records indicate that the cameras are online now. Vivints records indicate that ************** contacted Vivint about cancellation on August 2, 2022 about cancellation and sent a notice of cancellation via email. 
  
  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 Legal
  
  

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  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 signed up for service in December 2019 when they installed the security equipment. We were very happy with the installation and the service tech was very knowledgeable and customer oriented. Everything went well until about April 2021. Our doorbell camera started ringing even though no one was there! A Vivint tech came out and thought he could fix it by doing something to the doorbell ringer box. Instead, the transformer shorted out. Then, an electrician was brought in to get that repaired but Vivint wanted their tech there at the same time but could not coordinate being there at the same time. We decided to coordinate timing on a different day and got okay from Vivint that their tech would be there same time as electrician. The electrician was here on time but the tech that was supposed to come that day was pulled off onto another job and another tech was sent in is place. However, he was 2 hours late. Finally, another Vivint tech came out and said he could wire the new doorbell camera directly to the Vivint panel where the ring would sound from there and our phones and I-Pads. It worked but the tech left the wires exposed and hanging out. Very unprofessional so we had to hire another 3rd party electrician to fix that mistake. For about a year, we have not had any problems with the system. However, we are selling our home and the buyer does not want to keep the equipment and when the equipment is removed, the buyer will not have a doorbell. Before starting our service with Vivint, we had a working doorbell and we requested Vivint to rewire everything when moving equipment to our new residence. Melody with badge # ****** came back with a bad attitude and said no more claims would be paid out for our doorbell issue. Needless, to say, we were not real happy with Melody or Vivint.

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 1765541
            Complainant: *****************************
            Vivint Account #: *******
            Date of Agreement: December 16, 2019
           
  
  To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond. 
  
  In his complaint, ********************** states that his service worked well until April 2021. He began having equipment issues. A technician was sent to resolve the issues and ended blowing the transformer. An electrician was brought in but ********************** states that Vivint wanted their technician to be there at the same time. Which proved difficult to be coordinated. The issue was finally resolved after a few tries, but the technician left exposed wires hanging there. ********************** states that he had to have a third-party electrician come out and fix the mistake. ********************** is now selling his home and the new homeowner would like the equipment removed which will leave them with an unworking doorbell. ********************** has requested that Vivint rewire the doorbell to leave it in working order. ********************** states that he was told by a Vivint representative that Vivint will no longer pay out on any claims made for the doorbell. ********************** desires to have his equipment and service installed at his new home with no fees and to have the doorbell at his old home repaired.   
  
  A Vivint representative has attempted to reach out to ********************** via email in efforts to resolve this matter. Vivint offers to send a technician free of charge to install the equipment, and a $250 refund to have his doorbell repaired. 
  
  Vivints records indicate that ********************** signed a Purchase and Services Agreement on December 16, 2019. Vivint records also show that a damage claim for the doorbell camera has been resolved as of August 3, 2021. The records indicate that the invoice was paid for the electrician that fixed the doorbell camera. 
  
   Despite the listed information, Vivint offers the above resolution. ********************** 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 Legal

  Customer Answer

  Date: 08/11/2022

   
  Complaint: 17655541
  
  I am rejecting this response because: Vivint treated us very poorly throughout the last 16 months and never took responsibility for the problems they caused. Even though their tech is the one to cause the transformer to blow, they expected us to hire the electrician and jump through hoops to get paid.  No. I'm sorry but we would not wish this company to any of my friends or family.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/02/2022

  Type:Order Issues
  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 sales associate promised that I would have a 30 day trial. I set up multiple service calls for techs to come out and look at the system because it wasn't working. Each time the service call was canceled and they gave some excuse for it not happening. I called within the 30 days and I said I wanted to cancel. They would not let me cancel unless I paid over $1000. They have been completely unresponsive and unprofessional the entire time. I am very upset and I want them to come get their equipment and I do not believe I should pay for something that has never worked and Vivint never tried to even fix.

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 17660108
   Complainant: ******** Ruff  
  Vivint Account #: *******
  Date of Agreement: June 18, 2022
           
  To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contacted ************ to resolve her concerns. ************ may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

• Initial Complaint

  Date:08/02/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 30, 2022 I called Vivint in order to receive a quote for a home security system. They suggested that I pay for the first month of service in order to have an insurance certificate and explained that if I did not proceed with their company I could cancel it. I declined that offer and asked for a quote instead, in order to compare it with other companies. They proceeded in asking me several questions in order to obtain a quote - at the end the gentleman asked me for my Social Security number and my last name in order to do a soft credit check. I again said that I would rather have a quote in order to compare the systems and businesses of their competitors. He hung up on me . In order to get a quote from this company they require a credit check, this is illegal. Please advise further.

  

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:****** ******Consumer Complaint Case #: 17657622
  ******Complainant: Ashley Acree****** ******
  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 a soft credit check was needed to give her a quote for a Vivint system over the phone. She further explains that she did not give out her social security and last name and the agent hung up on her.******
  
  A legal representative from Vivint has recently contacted ************** to resolve her concerns. Vivint apologizes for any inconvenience ************** may have experienced with the agent who hung up on her. ************** 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 Legal
  
  

• Initial Complaint

  Date:08/02/2022

  Type:Service or Repair Issues
  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 have had Vivint for almost 4 years and it has been wonderful until now. We moved recently and wanted to call to move our system (something we have done before). They stated theyd get someone out ASAP to uninstall the system. We were even interested in getting new equipment when we moved. They scheduled someone for the end of august to UNINSTALL THE OLD SYSTEM so TWO months without a system AND we dont live in that house so other people are in the home with our system and we cant get it uninstalled. There has been no schedule for an install date, which I would assume would be a bit after the uninstall. We were told wed be credited for our time not using it, but then I got charged. We got credited for a month but we still dont have our system and my guess is that we wont have it until sometime in September if not longer. Ive spent HOURS on the phone with Vivint and no one will help me get this resolved. I just want to get out of my contract at this point. Im not happy.

  

  Business Response

  Date: 08/11/2022

  August 11, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 17657562 
            Complainant: Brooklyn Wilander
            Vivint Account #: *******
            Date of Agreement: April 27, 2019
           
  
  To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond. 
  
  In HIS/HER complaint, ******************** states that she recently moved and was told that a technician would be out at the end of August to uninstall the equipment. They have been left without the service for two (2) months and no longer live in that home. They cannot have the equipment removed due to new people living in the home. They currently have not had a sate scheduled for installation. ******************** states she was told she would be credited for the time she has not had the service but instead has been charged. ******************** desires a billing adjustment and cancellation. 
  
  A Vivint representative has attempted to reach ******************** via email in efforts to resolve this matter. Vivint offers to cancel the agreement with forgiveness and waive any associated fees or contract terms. 
  
  Vivints records indicate that ******************** has been given one month of free service to cover time without the service. Vivint move policy states that the customer is responsible for payments of the service during the move process. 
  
  Despite the above information, Vivint offers cancellation with forgiveness. ******************** 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 Legal
  
  

• Initial Complaint

  Date:08/02/2022

  Type:Product Issues
  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.

  My husband and I moved into a home that had a vivnt smart home system. The account was under the name of the previous owners and they had not told us the passcode for the system. The alarm was triggered and I couldnt get it to stop so I called the Vivnt customer phone number. I was told that to stop the alarm I would need to start up a service and get the account under my name. I was told that I would receive a full refund if I called within 2 weeks to cancel the service. They signed me up and we got everything under my name. I called within 2 weeks to cancel my account. They said that they needed to verify that I was extended the offer for a full refund with the person who gave me the offer. The person who I was on the phone with said that they would call me back after they verified with this person. They never called me back. I called again after a few day to see if they were able to verify. I was told again that they would call me back when they verified. They didnt call me back again. So I called a third time to try to cancel and I couldnt get in touch with someone who could help so they told me to call again later. I called again and was on the phone for over an hour trying to cancel. I finally got transferred to someone who I was told would help me. They asked me to send a notice of cancellation through my email and they reassured me that I would receive a full refund. They verified that they received my notice of cancellation and they told me that I should receive my refund within 2 weeks. After about 3 weeks or so they still hadnt refunded me or canceled my account and I was charged again for another month of service. I called again to cancel and they told me that my cancellation request was never processed and they said that they would said it again. I just received an email notifying me that my request was denied. They are going to keep charging me for a service that Ive tried many times to cancel and they wont give me a refund that I was promised.

  

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 17656990
   Complainant: Jasmin *************  
  Vivint Account #: *******
  Date of Agreement: May 19, 2022
           
  To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contacted ****************** to resolve her concerns. ****************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

• Initial Complaint

  Date:08/01/2022

  Type:Product Issues
  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 smart home has been billing and collecting monthly fees and not providing stated camera security on home property. In the past 14 months from date of purchase and install of brand new equipment, there have been 12 Technician visits to get the cameras back online. The last technician came out 7/29/22, the cameras were back online for only about 24 hours and now remain OFFLINE. No contact from Vivint to assist with this issue. We have spent hours on the phone or chatting on the App with agents to fix this issue. It is ongoing every 4-8 weeks since install. We are losing time from work so we can be home while these technicians come troubleshoot. This is absolutely unacceptable from a company that we are paying to provide our family with the security that our home is being monitored or could be monitored by our mobile app. It is frustrating and dangerous not knowing who is around the home or knocking at the door. We live in an unsafe world and I have chosen to protect my family with security cameras, yet Vivint collects the monthly dues and does not provide customer service or camera surveillance as promised. I am tired of waiting for Vivint and am asking for some assistance from BBB to have my complaints noted and hopefully resolved. I would like them to finish the job and keep the cameras online and refund me for 2 recent months of no camera security, if unable to keep this promise I request the 2 month refund along with a refund of what I paid for the equipment that does not function properly. Thank you.

  

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 17656504
             Complainant: ***************************
             Vivint Account #:*******
             Date of Agreement: 11/18/2011
  
  
  
  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 send a technician to Ms.********* home. The technician will either replace the cameras, replace the panel or add an additional panel to Ms. ********* system. Additionally, Vivint has refunded ******************** her last two monthly payments.  ******************** 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

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  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 is nothing more discouraging than calling a company for tech/product support and getting the run around due to multiple employees not knowing their product line, policy, and department. Long story short I have had issue with my doorbell camera for 6 or more months as it keeps loosing signal requiring me to reboot my security panel in order to get it to work. Now the issue is no longer able to be solved by rebooting the panel, requiring me to hard reset the doorbell by holding the button down, this does solve the issue but it continues to go off line at different times/days. We have multiple Vivint products, 2 outdoor 4K cameras, door and window sensors, garage sensor, audible alarm, glass break sensors, automatic door lock, etc., and there isnt any issue with those, other than the doorbell.When I call support, they have me reboot the doorbell, they run diagnostics and then the issue is resolved but really its not. 1 week ago I called about the issue and was told that a Wi-Fi extender would be shipped to me. I called today because I ***** receive shipping info as of yet, and was told that nothing in my file could be found regarding a wifi extender. I had to call multiple times and spoke with 6 different people and then I was told the they no longer offer Wi-Fi extenders. I was then transferred to the loyalty department who offered me $25 off my **** and then was told that they were sending me an Air Bridge and a Repeater, the rep literally said I have no ideas what these are but Im going to send them out to you for free. They also offer to send a service rep out to me as well.What kind if company has reps offering services that dont exist anymore and others offering equipment that they have no idea what its used for! Maybe the issue is my camera but not once have they offered a service tech until today when they offered equipment to fix their equipment and because they have no idea what they are sending me. Do better Vivint!

  

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 17656576
   Complainant: Jordan *************************************** Account #: *******
  Date of Agreement: September 8, 2020
           
  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 Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

• Initial Complaint

  Date:08/01/2022

  Type:Order Issues
  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 signed up with Vivint home security on August 31, 2019. I was told they offer no interest financing for the equipment and month to month monitoring service, and that while the equipment was financed through a thrid party, I could cancel my month to month monitoring at anytime. I sold my home on July 15th and the buyer wanted to take over our system. I called and a representative told me yes this is possible as long as the service was transferred to the new owner. On July 16th, I tried to log into my smart app, and I no longer had ******, which is great, as I assumed the new owner had transferred the service. I called Vivint to confirm that the service was transferred, and that my monthly monitoring fee would cease, and they tell me that I have a 5 year contract on the monitoring. That the new owner was setup with a "new contract" rather than a transfer, and I could not cancel my monitoring. The main reason I chose Vivint (despite the many bad reviews) was because of the "no contract " monitoring. The contract I thought I was signing was 5 years to pay off the equipment not tying me to a 5 year monitoring system. I never would have signed a contract for that duration. Like many others, I was given false information so the rep could get a sale. How can Vivint remove my ****** to MY equipment, grant ****** to the new home owner, and charge both the new home owner, and myself a monitoring fee for the same address on one single system? Upon review of the BBB, I see this is a trend with this company, along with the *** record setting $20 million settlement for illegal practices. I will pay the equipment off and I want out of my month to month service fee with no penalties for canceling. My no interest financing on the equipment with Citizens One has absolutely nothing to do with my monitoring, which is why the monthly withdrawals come from two separate companies, and Vivint has no clue what the balance of my "loan" is with Citizens One.

  

  Business Response

  Date: 08/09/2022

  August 9, 2022
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 17653886
   Complainant: ****** Benefield  
  Vivint Account #: *******
  Date of Agreement: August 9, 2022
           
  To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contacted ********************** to resolve her concerns. ********************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

• Initial Complaint

  Date:08/01/2022

  Type:Service or Repair Issues
  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 just recently purchased the Vivint security system for my current home in May of 2022. I was told that the doorbell was on backorder and would be there within the next week but nothing had ever showed up and we were never provided further details. One month into using Vivint my Smoke detectors have gone off over 3 times for no reason, after speaking to representatives to have that replaced there has been no response. I have just sold this house and do not want to take this faulty equipment or stay under this contract for 60 months for equipment that doesn't work or was never delivered, after speaking to Vivint they do not want to cancel my contract and want me to continue to pay for terrible service. I wish I would have spent more time researching this company to find out their slick trick. The representative that sold this to us did not explain the details and the customer service is no help what so ever

  

  Business Response

  Date: 08/10/2022

  August 10, 2022
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 17653786
             Complainant: *******************
             Vivint Account #:*******
             Date of Agreement: 5/3/2022
  
  
  
  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 agreed to cancel and refund Mr. ****** account upon receipt of the equipment. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.    
  
  
  Sincerely,
  
  Vivint Legal