Vivint, Inc. (Headquarters)

Customer Complaints Summary

Additional Complaint Information

If you have a complaint with the company or would like to have a technician sent out to your home, please contact Nathan Wilcox at nwilcox@vivint.com prior to filing a BBB complaint.

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• Government Actions

  On February 3, 2009; March 20, 2009; and April 23, 2009 the Police Department in the city of Kennewick in Washington State issued a notice of violation to APX Alarm Security Solutions for failure to license an employee and failure to obtain installation license. In each instance, a fine of $1,000 was assessed to and paid by the company.

  The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government's allegations, which have not yet been proven.

  On September 9, 2009 the Arkansas State Board of Private Investigators and Private Security Agencies issued a Findings of Fact, Conclusions of Law and Order against APX Alarm Security Solutions ("Respondent"). The findings included: a) the Respondent allowed employee(s) to inform consumers that the Respondent had purchased a competitors company; b) the Respondent did not submit a new employee notification and register employee(s) as required; and c) Respondent allowed employees to be registered as alarm systems apprentices after 6 months of employment without furnishing the Board with proof of NBFAA certification for the employees. The Respondent was assessed and ordered to pay a civil fine of $40,850.00 for the violations.

  On April 27, 2010 the Oregon Department of Justice entered into an Assurance of Voluntary Compliance Settlement Agreement with APX Alarm Security. According to the terms of the Settlement Agreement, consumers filed complaints that the company was using various false or misleading sales tactics by door-to-door sales representatives including offering "free" security systems to consumers, aggressive sales tactics, refusing to leave consumers' homes, and claiming partnerships with fire or police associations in order to close the sale. In addition to paying a $60,000 settlement, APX must make changes to its sales practices. The Assurance of Voluntary Compliance should not be construed as, nor represent, an admission or implication that APX has violated Oregon law or has otherwise engaged in misconduct. To see the Oregon Attorney General's press release on this matter : click here .

  The following describes a pending government action that has been formally brought by a government agency but has not yet been resolved. We are providing a summary of the government's allegations, which have not yet been proven.

  On September 10, 2010 the State of Arkansas Attorney General's Office filed a complaint against APX Alarm Security Solutions Inc ("Defendant") in the circuit court of Pulaski County, Arkansas. The complaint seeks an injunction, an order of restitution, and the imposition of civil penalties against the Defendant for violations of the Arkansas Deceptive Trade Practices Act and the Arkansas Homes Solicitation Sales Act. It is alleged that the Defendant: 1) misrepresented the character and nature of the goods and services being marketed and sold; 2) failed to provide an accurate description of the terms and conditions applicable to the sale of its goods and services; 3) violated the consumer's absolute right to cancel by installing alarms prior to the expiration of the three-day cancellation period; 4) falsely represented that consumers have been specially selected to receive the Defendant's services for free in exchange for displaying the Defendant's sign; 5) committed acts which constitute a deceptive trade practice; 6) provided a consumer with an agreement which contains provisions that were not included in the Defendant's oral sales presentation; 7) knowingly took advantage of a consumer who is reasonable unable to protect his or her interest because of physical infirmity, ignorance, illiteracy, inability to understand the language of the agreement, or a similar factor. This case is currently pending.

  The following describes a government action that has been resolved by either a settlement or a decision by a court or administrative agency. If the matter is being appealed, it will be noted below.

  On April 19, 2011 the Superior Court of the State of California issued a Final Judgment between the District Attorney of Contra Costa County, on behalf of the People of the State of California, and Vivint Inc formerly known as APX Alarm Security Solutions Inc and APEX Alarm LLC ("Defendants").

  The judgment states that the Defendants and their sales representatives shall not make any false or misleading statements to residential consumers and that the defendants shall conform their residential burglary and/or fire alarm monitoring services contracts to the California Civil Code and to the requirements of "Regulation Z," and are prohibited from using any contracts in its sales in California that do not comply with these sections (see judgment for specifics on what items are included). The final judgment also requires Vivint Inc. to cease certain items related to collection activities and provides for provisions for consumers who answered a Spanish language pre-install and post-install survey.

  This is a very brief summary of the final judgment - details should be obtained from the Contra Costa County District Attorney's Special Operations Division: click here .

  What government actions does BBB report on?

• Advertising Review

  BBB has nothing to report concerning Vivint, Inc.'s advertising at this time.

  What is BBB Advertising Review?