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
- 8,357 total complaints in the last 3 years.
- 2,974 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:08/20/2024
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 requested cancellation of service in 2023, with proof of sale of the home in November 2023. Every month we have continued to be charged for service, even though we no longer own the property or the security system.
Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22172170
Complainant: *************************
Vivint Account #: *******
Date of Agreement: November 18, 2018
To Whom It May Concern:
I have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that he requested cancellation in 2023, with proof that the home was sold in November 2023. ************ states that he continues to be charged even though he no longer owns the property or equipment. ************ desires the account to be cancelled and to be refunded.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on November 18, 2018. On October 30, 2023, ************ called Vivint to cancel the service due to selling his home along with the equipment. It was confirmed that the equipment was paid off in full. On October 31, 2024, Vivint received ************** written notice of cancellation. On July 31, 2024, a Vivint representative reached out to ************ to prevent his cancellation. On August 13, 2024, a second attempt was made, however, ************ stated that the home was sold, and he is still in the process of finding a new home.
A Vivint representative has attempted to reach ************ to assist with this matter via email. After reviewing the account, *********************** records show that the account was submitted for cancellation on August 15, 2024, and to refund all payments made directly to Vivint from that date forward. ************ has no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. ************ may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, Attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/20/2024
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.
5/8/24 a Vivint installation tech installed my security system. In April, I called to transfer my services and spoke to a customer service **** who stated they were running a sale and that I could get the same service for about 2366. When I received my bill from Fortiva, they charged me $2800. I have spoken to Vivint who confirmed that the $2366 was the correct amount. On my third call I spoke to ******* (id-9029083) on 7/26/24 that he could see where I called and he assured me this would be taken care of. It is 8/20/24 and I haven't received any communication nor any changes to the Fortiva account.Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22171835
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: December 19, 2022
To Whom It May Concern:
I have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she called in April 2024,to transfer the service to a new location. **************** states that she was offered the same service for approximately $2366. **************** states that when she received her bill from Fortiva, she was charged $2800. **************** states that she spoke to Vivint, the correct amount was confirmed of $2366, and was assured it would be corrected. **************** desires a correction made to the equipment line of credit with Fortiva.
Vivints records indicate that **************** signed a new Purchase and Services Agreement (Agreement) on May 8, 2024, for the transfer of service at her new location. On June 6, 2024, **************** called Vivint due to the difference between her move/equipment charges and the original offer. Vivints representative informed **************** that she would provide a credit. On June *******, **************** called about the Fortiva line of credit being $2777.81 which is not correct and should be $2366.96, the amount quoted. **************** stated that the difference is $410.85, the amount of credit promised. Vivints representative informed **************** that her concern would be researched, they would reach out to the representatives manager who made the promise for the credit approval.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** agrees to provide a refund in the amount of $410.85. This refund will be processed to the original payment method on file. These funds are for **************** to provide to Fortiva towards the equipment line of credit for the difference between the quoted price and the amount charged.
To resolve this matter, Vivint agrees to the resolution as stated above. **************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, Attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/20/2024
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.
Jon customer representative from Vivint had me on the phone for 1 hour and 30 minutes "troubleshooting" a non working camera. Finally stated she is sending out a replacement wifi bridge and when I asked her if that doesn't work will a worker be coming out to repair and she refused to ensure this would happen. She also refused to put on a supervisor. I haven't had any service for 2 months although I have paid my bill. I also have protection plan support. This is just stealing from the customer. I do not recommend using this company to anyone. They did try to sell me an upgrade, nice try. This company should be shut down.Business Response
Date: 08/28/2024
August 2, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22171472
Complainant: Jennifer Smith
Vivint Account #: 8853448
Date of Agreement: 11/2/21
To Whom It May Concern:
I have reviewed the information provided by Ms. Jennifer Smith and appreciate the opportunity to respond.
In her complaint, Ms. Smith states that she has not had service for 2 months. Her camera was not working. After troubleshooting the issue, it was determined that a replacement Wi-Fi bridge would be sent to her, but a guarantee was not given that a technician would be sent if the bridge did not resolve the issue.
Vivint’s records indicate that Ms. Smith signed a Purchase and Services Agreement (Agreement) on 11/2/21 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. Smith called Vivint on 8/20/24 regarding a nonworking camera. Some troubleshooting was completed, and it was determined that the Wi-Fi bridge was not working properly and needed to be replaced. Ms. Smith spoke with a supervisor that promised a free technician if the Wi-Fi bridge did not resolve the issue. Vivint’s records indicate that the Wi-Fi bridge was sent on 8/22/24 and arrived at Ms. Smith’s home on 8/26/24. Vivint’s records indicate that Ms. Smith has not contacted Vivint to add the bridge to the panel.
A representative from Vivint has reached out to Ms. Smith in an effort to resolve this matter. Vivint agrees to apply a $60 credit, in a gesture of goodwill. Vivint agrees to send a free technician if the Wi-Fi bridge she was given does not resolve the issue. Ms. Smith may contact Vivint’s representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* ********* ********** *** * ******
Sincerely,
Vivint LegalInitial Complaint
Date:08/20/2024
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.
A gentleman showed up at my house sold me a security system knowing this is an ****** House. His system doesnt allow the doorbell to ring in the house. The technician stated it would over load the system. Only after everything had been installed. I called to cancel for full refund which they deniedBusiness Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22171148
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: August 13, 2024
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 a sales representative sold her a security system knowing it was an ******* Ms. ***** states that she attempted to cancel for a refund, however, Vivint denied her request. Ms. ***** desires to return the equipment for a full refund.
Vivints records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on August 13, 2024. On August 20, 2024, Ms.***** called Vivint saying the system does not work for her due to it being an ****** and the need for the doorbell to ring inside. After the doorbell camera was installed, the doorbell no longer works as it is no longer connected to the chime box. Ms. ***** requested for the Agreement to be cancelled and to return the equipment. Ms. ***** accepted a recurring credit of $15 for ten (10) months and an appointment for an onsite visit to have the equipment evaluated. On August 21, 2024, Ms. ***** called saying she would like to cancel, stating she felt misled by the sales representative. Ms. ***** accepted to have the doorbell camera relocated and decided to have a door lock added/installed. On August 23, 2024, Ms. ***** called requesting to speak to a representative in Customer Loyalty to discuss the Agreement before the Smart Home Professional left as she was having trouble with her panel. They were able to resolve this issue and decided to have the doorbell camera removed and was offered an outdoor camera installed at a discounted price. Also, the Smart Home Professional was not able to install the door lock.
A Vivint representative has attempted to reach Ms. ***** to assist with this matter via email. After reviewing the account, *********************** records show that Vivint was able to resolve Ms. ***** concerns by removing the doorbell camera and was offered an outdoor camera installed at a discounted price which does not appear to have been installed.
To resolve this matter, Vivint agrees to the resolution as stated above. Ms. ***** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, Attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/20/2024
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.
A salesperson for your company was in my driveway at 8:30 pm last night (8/20/24). He set off my alarm so I went outside to confront him. I told him in not so nice terms to get off my property! It is completely unacceptable for a salesperson to be roaming around my property at 8:30 pm! This could end up being a very bad situation for this person at the wrong house.Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22171145
Complainant: ************************;
Vivint Account #: ************
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by *** ************************;and appreciate the opportunity to respond.
The kind of behavior **************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in **************** area and if she provides the address, Vivint will put her address on the no contact list. Vivint appreciates **************** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:08/20/2024
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 upgraded our cameras at home and were told via a recorded line that the previous balance ($2,525.05) would be wiped and the new balance ($3,074.19) would be all our line of credit, with Citizens, would have. However, instead of our balance being $3,074.19, Vivint added the two together for a total of $5,502.48. This is not what we agreed too. I have called multiple times and have spoken to around 10 people about this situation. I keep being told it is in progress, but a month has gone by. I have called every week and have spent hours on the phone. No one seems to care and the problem is not being fixed. We did not agree to this and if I do not get the resolution resolved we will have to file the charges as fraud. THe last confirmation number I got was **********Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22170819
Complainant: William Rice
Vivint Account #: *******
Date of Agreement: July 7, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. William Rice and appreciate the opportunity to respond.
A legal representative from Vivint recently contacted Mr. Rice on August 27, 2024, to resolve his concerns. Mr. Rice may contact Vivint’s 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/04/2024
Complaint: 22170819
I am rejecting this response as I feel it’s necessary to outline the ongoing issues before this matter is closed. Vivint has not addressed or resolved my concerns in any meaningful way and, in fact, is now reneging on previous commitments. Two separate representatives provided me with the same information, yet Vivint has chosen to go back on their word. One of these discussions was on a recorded line.
In my view, this is highly misleading and could be considered fraudulent. We entered into a business agreement based on the assurances provided by Vivint’s representatives, and now the company is refusing to honor that agreement. This is a concerning business practice, and I regret not paying closer attention to the 2,000+ complaints filed against the company before signing another contract.
As a loyal customer for over 12 years, this is not how I expect to be treated. To make matters worse, I am still out $1,200 for equipment that Vivint now has in its possession, yet I’m being charged for it. This situation is unacceptable, and I the public to know. Below is my final response to Vivint.Hi Brittany,
Thank you for your follow-up and for your efforts this past week. I want to acknowledge that you've been exceptional to work with. In just two phone calls, you’ve accomplished more than I did with over 10 calls to the home office and countless hours being passed around. Your professionalism and pleasant demeanor have been the most positive aspects of this entire situation, and I sincerely appreciate it.
That said, I need to express my continued frustration with the situation. While I genuinely appreciate your efforts to mitigate some of the costs, it’s troubling that we made a commitment based on promises from Vivint representatives—one over the phone and another in person—that are now being dismissed as something that "cannot be done." This reflects poorly on the company and is not the standard of integrity I expect from a business we've been loyal to for over 12 years. This experience has completely changed our view of Vivint, and I regret to say that once our contract ends, we will not be continuing our business relationship. We’ve already shared this experience with our neighbors, friends, and family.
Additionally, it’s deeply frustrating that I’m being charged for equipment that I no longer possess. I was explicitly told that I couldn’t keep the old equipment when we upgraded, yet I’m still paying for it. As a business owner, this situation serves as a critical lesson for me. I ensure that everyone in my company is fully trained on what can and cannot be promised, and I stand by any commitments made by my team, even if it’s inconvenient because our word is our bond. Unfortunately, it appears that this principle is not upheld at Vivint. Hearing over the phone, with Andrew, that leadership believes a promise made doesn’t have to be honored has completely altered my opinion of the company.
While I’m disappointed with the outcome, I hope this situation serves as a learning experience for Vivint to improve its practices. Once again, I appreciate your help and the professionalism you’ve shown throughout this process. I wish you a good weekend.
One last thing. I appreciate you, Todd, for responding to me. It meant more than you know. Thank you.
Sincerely,
William RiceBusiness Response
Date: 09/10/2024
September 10, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22170819
Complainant:
William Rice
Vivint Account #: *******
Date of Agreement: July 7, 2021
To Whom It May Concern:
I have reviewed the additional information
provided by Mr. William Rice and appreciate the opportunity to respond.
Vivint appreciates Mr. Rice’s feedback and
apologizes for any inconvenience this may have caused. Mr. Rice may contact
Vivint’s 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: 4931
North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention
Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/20/2024
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.
In May 2024, I signed up for the Vivint security service. While I initially thought that Vivint offered a really cool product, I have found that I was misled into purchasing the product and a service contract. I was told that that my monthly cost would be $66 a month, which would include the cost of the equipment and monitoring service. I was paying $40 a month for my prior service and would not have signed up to pay triple the amount I was currently paying. When I looked at my bank account, I noticed that I was also being charged $52 for the monitoring service. I am paying $118 per month for products and a service that does not even cover my smoke detector or carbon monoxide detector. With my prior service, I had coverage for everything. But my complaint is that the sales person did not fully explain to me that there would be a monitoring fee apart from the equipment fee. When I brought it to the attention of Vivint customer service that I felt scammed into a contract, they offered me a $5 dollar discount for 5 months. This is not a sufficient solution for the poor and misleading business practices of their sales reps. I am truly disappointed how this company had represented itself, I would never refer Vivint to anyone in the future. The customer service reps claim there is recording that showed that I aware of the fees but they have failed to produce the recording. They also claim that I signed the contact; however, its an electronic signature, so I can't be sure if it was me or someone else. I want to return their equipment and get out of this contact for their poor representation of this product.Business Response
Date: 08/29/2024
August 28, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22169872
Complainant: Ingrid Smith
Vivint Account #: ********
Date of Agreement: 5/11/24
To Whom It May Concern:
I have reviewed the information provided by Ms. Ingrid Smith and appreciate the opportunity to respond.
In her complaint, Ms. Smith states that she signed up for the Vivint service. She claims she was told that her cost would be $66 a month including the equipment. She later noticed that she was also paying $52 monthly for the equipment. She claims that it was not fully explained to her that the monitoring fee would be separate from the equipment fee.
Vivint’s records indicate that Ms. Smith signed a Purchase and Services Agreement (Agreement) on 5/11/24 with an initial term of sixty (60) months and an equipment fee of $3762.92. Vivint’s records indicate that Ms. Smith participated in a survey which was sent to her device and in which she answered that she understood that she was approved for a Fortiva line of credit, and that she understood that her monthly payment to Fortiva is separate from her monthly Vivint fee. It disclosed that Vivint and Fortiva will charge her separately for the following amounts to Vivint: $52.43 plus taxes fees and to Citizens: $66.36. Vivint relied on Ms. Smith’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Vivint’s records indicate that Ms. Smith called on 8/20/24 stating that she was paying more than expected. She requested a lower monthly payment but declined the offer of $10 off for 5 months.
A representative from Vivint has reached out to Ms. Smith in an effort to resolve this matter. Vivint agrees to permanently lower her monthly payment by $15. With taxes and fees, Ms. Smith's payment will be reduced from about $52.43 to about $37.43 a month. Ms. Smith may contact Vivint’s representative directly if she has any further questions or concerns. If she wishes to cancel, normal cancellation applies.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* ********* ********** *** * ******
Sincerely,
Vivint LegalInitial Complaint
Date:08/20/2024
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.
When signing up for Vivint I was told I would receive a gift card for switching from ADT to pay off my old ADT account. I have called customer service several times about my gift card. I keep getting the run around. Now Im stressed I could be stuck with a very high bill from ADT. I need a resolution!Business Response
Date: 08/27/2024
August 27, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22169312
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: July 29, 2024
To Whom It May Concern:
I have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she was told she would receive a gift card to pay off her ADT account. She states ********************** has not provided this gift card. ************ desires a billing adjustment.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on July 29, 2024. On August 20, 2024, informed Vivint that she was to receive a gift card in the amount of $1,133.80. Vivints records show that ************ was informed she must wait on an update from Vivint on the gift card.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint has informed ************ that Vivint will provide further information regarding the gift card. ************ 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:08/20/2024
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.
They sold me faulty equipment and refused to take responsibility for it. Their devices go off at all times of day. I'm in the process of filing a lawsuit. If you have experienced malfunctioning Vivint equipment call me at ************ or email me at ********************* Let me know the malfunctions you have experienced and the issues it has caused you and anyone else.Business Response
Date: 08/28/2024
8/28/2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22168984
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 6/6/2024
To Whom It May Concern:
I have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains he is experiencing difficulties with his equipment.
To assist ****************, a representative from Vivints **************** has contacted him via email to schedule an appointment for a technician to inspect the system at no cost.
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:08/20/2024
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 have has Vivint since 2017, when we first purchased our home. They installed the latest equipment, we have been a loyal customer since. Unfortunately, ever since we have had multiple false alarms, police showing up to our property thinking there was a break in(we get charged if police come). Multiple technicians have come out to fix the problem. For the last year, the problem has worsen, the alarm goes off at 2-4 am. We have children, my husband is a police officer and sometimes isnt home so you can imagine the panic that causes. Now, I am being told by the Vivint that we need all brand new equipment including new ring door camera that does not work. The equipment is $800 and we are suppose to pay for that.Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22161233
Complainant: ********************;
Vivint Account #: ********
Date of Agreement: August 2, 2023
To Whom It May Concern:
I have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In her complaint, ************ explains that they have been having ongoing system issues and multiple technicians have been sent to fix it but the problem has worsen. She further explains that she is now being told they need brand new equipment at $800. ************ desires a replacement.
At this time, Vivint agrees to assist ************ with any ongoing equipment issues.
Vivints records show that Mr. *********************** signed a **************** Agreement with the initial term of twelve (12) months. This Agreement shows a monthly services fee of $57.98, plus any applicable taxes, during that term.
Vivints records further show that ************ first contacted Vivint of his equipment concerns on September 23, 2023, and a technician was sent to his home at no cost to resolve his concerns. ************ again contacted Vivint about his equipment concerns and on January 3, 2024, a technician was sent to his home at no cost to resolve his concerns. Vivint was not notified of any further equipment issues until recently.
Vivint agrees to the above resolution. ***************************** contact ********************************** / ************) directly with 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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.