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
- 7,941 total complaints in the last 3 years.
- 2,735 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:07/19/2022
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 fraudulently charged me for equipment I didnt purchase with them. I have reached out to this company several times with no answer as to why I was fraudulently charged $3,0000 for equipment.
Business Response
Date: 07/27/2022
July 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17587099
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 9, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ************************* and appreciate the opportunity to respond.
In her complaint, **************** explains that she was fraudulently charged $3,000 for equipment she did not purchase.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns.
Vivints record show that **************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $34.99, and total equipment fee of $2,948.36 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on Ms. ******* representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Vivint agrees to the above resolution. **************** 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: 07/28/2022
Complaint: 17587099
I am rejecting this response because: I have tried reaching back out to Vivint **************** to discuss the additional charges placed on my account. I also received an email from a Vivint representative who throughly reviewed my account and charges for equipment totaled $2,188. I was charged and additional amount that I was unaware of. I will be waiting for a Vivint Legal Team to return my call to discuss having these additional charges for equipment removed from my account with Citizens One. Also, Vivint will need to notify Citizens One of the error they have made and the numerous times I have contacted customer service about this same issue without anyone providing a resolution or returning my call since May 2022.
Sincerely,
*************************Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17587099
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 9, 2022
To Whom It May ***************** have reviewed the additional information provided by Ms. ************************* and appreciate the opportunity to respond.
A legal representative from Vivint spoke with **************** on July 25, 2022 and her issues were addressed with an agent from Citizen One via three-way call.
Vivint agrees to the above resolution. **************** 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: 08/03/2022
Complaint: 17587099
I am rejecting this response because:I spoke with the legal assistant from Vivint and before the information could be submitted to the correct department with the financial instruction Vivint does business with ********** advised she had another meeting with a client and she needed to disconnect from the call. I also received a call from Citizens who advised they had spoken with Vivint back office and it needed to be confirmed that this issue has been ongoing since I first made contact with Vivint in April. I will not accept the business response until this issue has been completely resolved between myself, Vivint, and Citizens.
Sincerely,
*************************Business Response
Date: 08/08/2022
August 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17587099
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 9, 2022
To Whom It May ***************** have reviewed the additional information provided by Ms. ************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Vivint record indicates that on July 20, 2022 a refund in the amount of $250.00 was issued to **************** for an equipment that was adjusted on her line of credit with Citizen One. **************** explained that this refund should have been sent directly to Citizen One instead. On July 28, 2022, there was a 3-way call with Vivint and Citizen One where **************** agreed to make the payment of $250.00 to Citizen One directly to correct this error.
Vivint agrees to the above resolution.
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:07/18/2022
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 sales representatives were misleading and downright dishonest. I was told more than once during the conversation that although there is a 3 day cancellation period that we needn't worry that we actually have 30 days to cancel. Additionally, there was no contract to cancel for service, only equipment. I contacted the rep to let him know we were unhappy within the 3 day ******* He replied that we should wait a few days to think it over and if we still felt strongly he could cancel the service and button everything up quickly. When I called again to cancel he told me that I could cancel the service but I would be liable for the equipment ($3,500) because it was outside the 3 day grace ******* I reminded him that he and his supervisor had both told me that we could cancel within 30 days he replied very matter-of-factly: "I never said that" I held my composure and quoted him the words he used and he replied again, "I never said that". On my other line I had the service department telling me that if the sales rep could verify my assertions that they would honor the request. The sales rep said "I'm not gonna lie, I know my boss said you could cancel in 30 days but I never said that". So I put him on speaker and asked him to repeat that for the customer service rep on the other phone. He THEN said; "I can't speak for her". I have spoken to more than a few homeowners here that can confirm that the sales rep told them that a) there was no contract and that b) the contract could be canceled within 30 days. The equipment never worked satisfactorily and their service was abhorrent.Business Response
Date: 07/26/2022
July 26, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17586469
Complainant: ************************* ********
Vivint Account #:
Date of Agreement:
To Whom It May ***************** have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******** and a resolution has been agreed upon. At this time, Vivint has agreed to provide full cancellation for Mr. ********. A technician has been scheduled to remove all Vivint equipment on September 7, 2022. Once all equipment is removed Mr. ******** will be provided with a full refund of all payments made to Vivint. Mr. ******** 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:07/18/2022
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.
While recovering from surgery earlier in the morning of 4/28/2022, I allowed a salesperson to sell me a home security system that included installation of equipment, a loan for said equipment, and a 5-year service agreement that was structured by be paid in monthly installments to Citizens Pay (Citizens One Loan). I was provided by email, a copy of the executed agreement, along with a copy of the NOTICE OF CANCELLATION that describes the terms by which I could terminate the transaction within 3 business days - no later than midnight on 05/03/2022 as provided by Vivint. The equipment was installed the next day, on 04/29, and after assessing the equipment and the terms, I executed my right to cancel within the requisite time frame. I mailed the executed NOTICE OF CANCELLATION form via USPS certified mail on 4/30/2022. I received a returned receipt for the document that was signed for and dated 05/03 by a Vivint representative. The equipment was disconnected and uninstalled on 05/01, and the monitoring services were unused. Vivint and Citizens have since refused to cancel the contract/transaction, asserting my request was reviewed and denied. There is no law that provides them authority to void my right to cancel within the specified period. Moreover, they warranted I could cancel anytime during the first 30 days as a trial, along with many other promises that were made that were not included in the actual contract. I am requesting assistance to cancel the transaction per federal protections, pursuant to the NOTICE OF CANCELLATION form Vivint provided for the same. Thank you in advance for any assistance you can provide.Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: April 29, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ***** to resolve her concerns. Ms. ***** may contact Vivint’s representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/18/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased my Vivint Security System and Total Smart Home Bundle on July 7, 2021. I was skeptical about getting into a monthly contract. However, the Vivint Sales Rep who sold me my package, Liam B******, assured me that I would be able to cancel at any time and only have to pay an additional month and the cost to remove the equipment. I am moving homes and will not longer need my Vivint security system at my new home. I called Vivint and was initially told that I would have to pay cancellation fees and also have to pay off my Line of Credit with Citizens Bank, Vivint's Finance Partner. I asked the Vivint rep on the phone (Miguel R*****) where it said that in my contract, to which he could not answer. He put me on hold to talk to his supervisor. He then said they would wave the Vivint cancellation fees but first I would have to pay off the LOC with Citizens. When I was transferred to Citizens, the rep I spoke to (Nicole) told me that the LOC was the entire balance on my contract. I again asked where it said I would need to pay this on my contract, to which she replied that she would need to transfer me back to Vivint. I still have not spoken to someone who can tell me where on the contract it says this. Additionally, I was guaranteed when I was sold on the system that I would not run into this exact problem if I needed to cancel. My trust in this company is completely gone and I would encourage anyone interested in purchasing a security system package to look elsewhere.Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: July 7, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that he was told he would be able to cancel without penalties and return the equipment. Mr. ****** states that he is being told to pay off the equipment financing in order to cancel and the Vivint buyout would be waived. Mr. ****** asks where the contract states he must pay for the equipment financing. Mr. ****** desires a refund.
A Vivint representative has reached out to Mr. ****** in order to assist. Vivint’s representative is willing to assist Mr. ****** with cancellation. Mr. ****** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
Vivint’s records show that Mr. ****** signed a Purchase and Services Agreement on July 7, 2021 with an initial term of sixty (60) months. Vivint’s records show that in Section 13, Suspension and Cancellation of this Agreement, Mr. ****** was provided with the following clause: "If, at any point during the initial term of this Contract, you fulfill your obligations to pay all amounts owing for the purchase of any equipment pursuant to the SES, then you may terminate this Agreement without penalty or early termination fee with thirty (30) days prior written notice."
Vivint’s representative has noted the information about the sales representative provided by Mr. ****** and is providing it to the appropriate teams for review. Mr. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/18/2022
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.
Lack of service Repeatedly asked have alarm and fire alarm fixed in house and would not send technician over a 6 month period. Now they have sent me a **** and have me in collections I also requested to have the equipment removed and its still on wall in my homeBusiness Response
Date: 07/26/2022
July 26, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17585202
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 13, 2011
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that over six (6) months he has repeatedly asked for Vivint to send a technician to assist him with his fire alarm and has been denied. ******************** states that he has received a **** from collections. He also states he requested to have the equipment removed from his home. ******************** desires a refund.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint has offered ******************** a $200 credit towards his past due balance leaving him with $68.84 remaining as well as a free technician to go to his home and resolve any equipment issues, he may be having.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on August 13, 2011. In this agreement Vivint warrants that the equipment may not always work. March 10, 2022, an appointment was created to resolve his equipment issues but not scheduled due to no available appointments at the time. Records also indicate that there is no cancellation request on the account.
With the above listed information, Vivint does offer to help with the past due balance on the account as well as offers to send a free technician to resolve the equipment issues that are occurring. ******************** 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:07/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've been a loyal customer of Vivint for many years and was told our system wasn't operating to its best potential due to a system update being needed. When I called to have this update was told our entire system would need to be replaced due to it being dated. I was transferred to the loyalty department and told there was a promotion and our bill would also be lower. Not once did the agent state I would have to take out a line of credit for $1700 on July 1, 2022. The technician arrived July 9,2022 to install the equipment and informed me I would have to complete a Fortiva line of credit for the equipment. Of course I called Vivint that day and the lines were closed, but say I could cancel the credit and was like I can get this resolved with Vivint. On July 11, 2022 to express concern about having to take credit and was told they would listen to the recording of the agent not advising of a line of credit for the equipment and would receive a call back. July 18, 2022 after of course not hearing from Vivint called and was transferred 5 times/hold time 1hr 35 minutes to hear well due to the credit being taken there is nothing I can do. Not once was it acknowledged the misleading information given by there agent not informing this was required. This feels like I was scammed and pressured to take a line of credit to have proper working security equipment. I'm so upset and disappointed in this company and hope other people are told this up front. I honestly want to cancel this service and go with ADT.Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: July 9, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that she recently upgraded her equipment, but was not told about the equipment financing that was needed. Ms. ***** states that she contacted Vivint on July 11, 2022 and July 18, 2022 about the equipment financing. Ms. ***** desires the line of credit waived and the promotion she was offered.
A Vivint representative has reached out to Ms. ***** in order to assist. Vivint’s representative is willing to waive the line of credit once Ms. ***** confirms this with Vivint’s representative. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Ms. ***** signed a Purchase and Services Agreement on July 9, 2022 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ***** qualified for equipment financing with Fortiva. Vivint performs a survey prior to the installation of equipment in order to ensure that each customer understands the terms and conditions of the Agreement. Vivint’s records show that Ms. ***** participated in this survey on July 9, 2022 during which, Vivint stated that Ms. ***** qualified for equipment financing with Fortiva with a 9.99% APR and asked if this was correct. Vivint’s records indicate that Vivint asked if the terms and conditions of the Fortiva line of credit were explained. Vivint’s records indicate that Ms. ***** answered “Yes” to both questions. Vivint’s records indicate that Ms. ***** contacted Vivint on July 11 and 18, 2022 about the line of credit.
Vivint’s representative is willing to perform the above resolution. Ms. ***** may contact Vivint’s representative directly to confirm this resolution or if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/18/2022
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 bought my home security system out right with out payment plan. Almost $4500. I was told for app use I had to pay one month of contract and cancel. I did and was able to use app for almost a year until they said it had to be mo they subscription. They contract didn’t state that which I signed. I’m just wanting app use to monitor home from the cameras again or money back. Attached are photos are conversations from there sales team using tactics to get people to buy package with intent of only paying one month cancellation and having app use. I wouldn’t of purchased system if I had known I had to keep paying $70 a month.Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: April 25, 2020
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mr. ***** in an effort to resolve his concerns. Vivint does not offer Vivint app access unless services are active as it is included as part of our services. The legal representative has offered to reactivate Mr. ***** service at a heavily discounted price so he may regain app access. Should he choose to accept, Mr. ***** should reach out to the representative directly.
Should Mr. ***** have any further questions or concerns, he should contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/29/2022
Complaint: ********
I am rejecting this response because: the screenshots I provided first were from a year after my purchase. The same sales tactics is still an on going problem. Their system allows you to have the app access as I had it for almost a year before it was cut off. Even the Installion tech reassured pay for month and cancel and I’d have app access forever since I didn’t finance the equipment and paid it outright. The first month was to activate account so I could have app access then cancel. This was over a $4000 dollar system. I priced other systems with the same capability for much cheaper that I had to install my self. I would’ve went the other route if I known I had to make monthly payments. And they offer 19.99 month which is not good enough for me when I was told otherwise from their sales team and tech. Even in the contract it says 1mo th term. They knew exactly what I wanted.
Sincerely,
***** *****Initial Complaint
Date:07/18/2022
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 cancelled my service with Vivint, in writing within the three business days as required per their agreement. I sitll have not received a refund.Business Response
Date: 07/27/2022
July 27, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: June 18, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* explains that he cancelled his service with Vivint and was not refunded according to his agreement. Mr. ******* desires a refund.
A representative from Vivint recently contacted Mr. ******* and he confirmed that he has received his refund. He however requested additional refund for his time.
Vivint’s records show that Mr. ******* signed an Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $39.99 and total equipment fee of $3,077.96 that was finance through Fortiva, plus applicable taxes during that term.
Vivint’s record also indicate that Mr. *******’s account was cancelled on July 18, 2022 and a refund of all payment made was issued. Mr. ******* has no further obligation to Vivint, and no further compensation is warranted at this time.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/17/2022
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 paid $4000 for a new Vivint security system. After the installation was complete the system immediately began having issues. One of the door sensors stopped working. The app was not working properly - often showing exterior doors were locked when they were in fact open. When the equipment was installed we did not have WiFi yet and the technician said he would come back and set up the cameras when we got WiFi. I have called Vivint 4 Times now and non one has been able to help me. They keep asking me to set up the cameras. This company is awful and I want my money back so I can get a system that works better.Business Response
Date: 07/27/2022
July 27, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: June 30, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* states that she did not have wifi when the system was installed and the cameras were not set up. Ms. ******* states that she has experienced issues with the door locks and sensor. Ms. ******* desires a refund.
A Vivint representative has reached out to Ms. ******* in order to assist. Vivint’s records indicate that Ms. ******* had a technician at her home on July 25, 2022 to address the issues she was experiencing. Vivint has applied a credit to Ms. *******’s account for 2 months of monitoring service. Ms. ******* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Ms. ******* signed a Purchase and Services Agreement on June 30, 2022 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ******* contacted Vivint on July 8, and 9, 2022 about the issues she was experiencing. Vivint’s records indicate that a technician was scheduled for July 25, 2022 to address the issues she was experiencing. Vivint’s records indicate that Ms. ******* contacted Vivint on July 18, 2022 about the outdoor camera as well.
Vivint’s representative is willing to assist. Ms. ******* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/12/2022
This is my second complaint against this company. They sold us a security system for $3900 and it works for a few weeks and then stops working. App never shows correct status of system so we cannot use it. Door locks are faulty. Programmable light module faulty. This is the worst experience we have ever had and we want to cancel but they have told me we cannot. I was told when I signed up there was NO contract and now they say there is. This company should not be in business.Business Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17580446
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 30, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she is experiencing unresolved equipment issues with the communication to the locks and the light module used to communicate to them.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative has scheduled an appointment for a technician to come to Ms. ******** home on September 21, 2022. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on June 30, 2022 with an initial term of sixty (60) months. Vivints records indicate that ****************** contacted Vivint on July 8, and 9, 2022 about the issues she was experiencing. Vivints records indicate that a technician was scheduled for July 25, 2022 to address the issues she was experiencing. Vivints records indicate that ****************** contacted Vivint on July 18, 2022 about the outdoor camera as well.
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:07/17/2022
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 a huge issue with VIVINT and their HORRIBLE CUSTOMER SERVICE that I THOUGHT GOT RESOLVED working with their legal team recently. Guess not. Because it has been constant hang ups and useless transfers by customer service reps in regards to a pending installation that apparently the employees are not competent to deal with. Magically they are never any supervisors when calling they put you on hold for 5 mins to come back claiming to be acting manager. That wasn’t known prior to being on hold ? I worked directly with the tech to schedule a date for install but VIVINT magically picks a random day and time for install and magically can’t adjust it. When calling they hang up or say they will call back and never do. Supervisor S.C B*** didn’t even have Enough respect to speak with me via phone after being on hold for 30 mins to inform me “the dept I need isn’t working today”. I want my service cancelled and nothing to ever do with VIVINT again dealing with this nightmare.Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: May 2, 2016
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Ms. ***** in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. *****’s satisfaction. The upgrade for Ms. *****’s account has been scheduled, the discounts offered have been applied, and three free months of service were added to her account due to the frustration.
Should Ms. ***** have any further questions or concerns, she should contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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