Business Profile

Security Systems

Vivint Smart Home

Headquarters

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

8,341 total complaints in the last 3 years.
2,955 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:08/09/2024
Type:Billing Issues
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 purchased service from Vivint in March of 2020 when I lived in **********,**. I canceled service before I moved to *********(In March of 2021). I moved to ********* and I tried to get service reconnected they told me my equipment was outdated and I would have to get new equipment so I declined. I've been paying for equipment since March of 2020. I've been paying ***** every month for at least close to 4 years now(since March of 2020) I still owe close to 600$.Today is August 9th,2024. Today I get a call from collections(SimCom) saying Vivint put me through to collections for the amount of 1169 me or wife was never informed of it. I call ******** **** who handles the account for equipment they say I'm good on their end all payments are up to date. I call Vivint who then tells me I owe 1169$from back in 2021 when I canceled service before I moved to *********. I have A1 credit. Me or my wife never received a call or email about any money we owed in the 3 and a half years after we canceled service about an outstanding balance. Anytime my wife called they would hang up on her or tell her they couldn't discuss with her cause she wasn't on the account (which she was). At this point, I feel like they're trying to keep sucking money out of us.
Business Response
Date: 08/16/2024
August 16, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 22118459
           Complainant: *************************
           Vivint Account #: *******
           Date of Agreement: June 9, 2020

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 remove the account from collections, leaving the account closed. ***************** has no further obligation to Vivint. ******* 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: 08/16/2024

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:08/09/2024
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 paid almost $5000 for the equipment which they guaranteed they would service in the event there were any issues. I have called multiple times about the equipment malfunctioning which poses a safety risk to me as I purchased it to ensure my safety. I just spent over an hour on the phone with a tech support *** who advised me that they could not send anyone to my home to look at the equipment unless I pay them $99 and a supervisor refused to take the call. The motion sensor when installed was apparently placed too high and its not detecting motion and the door sensors quit working and its giving false glass break alarms. Why would I pay to have someone come and correct their error? They want me to service equipment myself and pay them which is insane. They made the error in judgment when installing and they need to correct the issues. I was not aware that this would even become a problem. The tech support *** just hung up on me as well. I hate that I ever dealt with this company. I want this resolved asap
Business Response
Date: 08/16/2024
August 16, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 22118092
Complainant: *************************************
Vivint Account #: ********
Date of Agreement: September 1, 2023

To Whom It May Concern:

I have reviewed the information provided by ***************************************** and appreciate the opportunity to respond.

In her complaint, ********************** explains that she paid almost $5000 for her equipment and has been having ongoing issues with her Vivint sensors. She further explains that she contacted Vivint to resolve the issue, and she was asked to pay $99 for a technician to be sent to her home. ********************** desires repair.

A legal representative from Vivint has attempted to contact ********************** via email and phone in an effort to address and resolve the current issue. At this time, Vivint agrees to send a technician to Ms. ********** home at no cost to resolve her equipment concerns.

For any additional questions or concerns regarding this matter, ********************** is encouraged to reach out directly to ********************************** / ************).

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: 08/19/2024

Complaint: 22118092

I am rejecting this response because: I have responded to the companies email and am waiting on a response back so until they respond with a resolution I do not agree to close out the case

Sincerely,

*************************************
Business Response
Date: 08/22/2024
August 22, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 22118092
Complainant: *************************************
Vivint Account #: ********
Date of Agreement: September 1, 2023

To Whom It May Concern:

I have reviewed the additional information provided by ***************************************** and appreciate the opportunity to respond.

Vivints record shows that a technician was sent to Ms. ********** home on August 20, 2024, to resolve her equipment concerns.

For any additional questions or concerns regarding this matter, ********************** is encouraged to reach out directly to ********************************** / ************).

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:08/09/2024
Type:Billing 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.
Recently added Vivint wireless sensors to the security system due to window/door replacement with impact resistant. These larger window/doors could not recycle the original hard wires from new construction.Vivint during the initial take over install, took over an existing hard wired home. At that time their technicians grouped several wires under a single zone. Example, in the garage there are three windows and a side door. Vivint grouped the side garage door with the garage windows, which inaccurate. Example, the utility room window was grouped with the bedroom next to it as "bedroom sensor", which is inaccurate.Having discovered this during the remodel adding Vivint wireless sensors, notifying Vivint of their deception to avoid additional work, they refuse to take responsibility of their deceptive practices to evade work they have received payment for. I spent over an hour on the phone waiting for a supervisor and when I threatened to file a complaint magically a supervisor ***** appeared. Still ***** refused to take responsibility for Vivint's inaccurate deceptive actions, stating the hard wired sensors are not a Vivint product.Vivent took over the existing system, which is now a proprietary Vivint system that cannot be used with any other competitor. They hide behind that it is not their wired sensor. The sensor and the wire works fine, They deceptively reduced the amount of zones and grouped together sensors in order to take over the existing system at a reduced investment cost to them.. Now, they don't want to take responsibility after being caught.
Business Response
Date: 08/15/2024
August 15, 2024

Better Business Bureau of ****
3703 W 6200 S
*******************************;

RE:   Consumer Complaint Case #: 22117494
         Complainant: *******************
          Vivint Account #: *******
          Date of Agreement: March 10, 2021

To Whom It May Concern:

I have reviewed the information provided by ************** and appreciate the opportunity to respond.

In his complaint, ************** states that when Vivint installed his equipment, they grouped existing wired sensors together, trying to be deceptive.************** states that this was discovered when he started remodeling his windows. ************** states that Vivint refuses to take responsibility for this deceptive practice. ************** desires the job to be finished and a billing adjustment.

Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on March 10, 2021. On August 9, 2024, ************* called requesting to speak to a supervisor. ************** called because of having multiple issues with non-Vivint devices and requested a Smart Home Professional to resolve the issues. It was explained to ************** that Vivint could try to assist over the phone, however, Vivint is not responsible for non-Vivint equipment. Vivint did offer a Smart Home Professional with a 50% discount on the on-site service fee and 20% discount on the purchased door/window sensors. The offer was accepted, and a work order was scheduled.

A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, *********************** records show ************* may have four (4) additional door/window sensors that may need to be replaced. Vivint has offered to provide a buy one/get one offer if he desires these to be replaced as well.

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 Legal
Initial Complaint
Date:08/09/2024
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.
Last night a salesman from vivant came to my door trying to sell their product. I was not interested and the salesman stated that he already installed the equipment so he needed paid. After stating that I authorized no work to be done, he refused to leave the property and started yelling at me that I needed to let him in to show me different pricing. He continued yelling at me and wouldnt leave my property until I called the police and then took off. The police informed me that they do not have permits to be soliciting door to door in my area. I tried to call someone at vivant regarding this incident and was given another number to call, because apparently this kind of thing happens so frequently that they need their own line for it. When I tried to call the number it was out of service.
Business Response
Date: 08/15/2024
August 15, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 22116844
Complainant: *********************
Vivint Account #: N/A
Date of Agreement: N/A

To Whom It May Concern:

I have reviewed the information provided by ************************* and appreciate the opportunity to respond.

In his complaint, ************ explains that a salesman from Vivint attempted to sell some products to him, but he was not interested. He further explains that the salesman was unprofessional and did not have a permit to be soliciting.

The kind of behavior ************ has reported is not consistent with Vivints policies and will be reported to the sales management in Mr. ***** area. Vivint apologizes for any inconvenience this may have caused and appreciates Mr. ***** 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 Legal

Customer Answer
Date: 08/15/2024

Complaint: 22116844

I am rejecting this response because:
First if all I am a ********************* what the salesman did was not only soliciting but harassment. Do you even know the employee who was at my door is? Why did he try to enter my home without my permission after explicitly being told no? Im sorry but this is an unacceptable response.

Sincerely,

*********************
Business Response
Date: 08/21/2024
August 21, 2024

Better Business Bureau of ****
3703 W 6200 S
*******************************;

RE:         Consumer Complaint Case #: 22116844
                 Complainant:*********************
                 Vivint Account #: N/A
                             Date of Agreement: N/A

To Whom It May Concern:

I have reviewed the additional information provided by ************************* and appreciate the opportunity to respond.

In her complaint, ************ explains that she was not addressed correctly and that she was harassed by the salesman.

Vivint stands by its previous resolution and her complaint has been reported to the sales management in Ms. ***** area.Vivint apologizes for any inconvenience this may have caused and appreciates Ms.***** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.

If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:08/08/2024
Type:Service or Repair Issues
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.
On July 29th, 2024. A salesman from Vivint named ****** came to our house and sold us a Vivint system. I had mentioned to ****** that I was not sure if I was going to keep the service or not as my girlfriend is expecting our first ***** and the price was a little high, also as I already was setup with a Wyze system. He mentioned that at any time I could cancel with no issues and he even gave me six months free. What ****** failed to mention is that the cancellation period is only THREE days. Now, I am stuck either keeping the service or having to pay $3,800 for the products. This is an abysmal practice and unacceptable. Even if we cant resolve this complaint if yall have any power to do something about this so someone like me (or the people leaving all their 1 star reviews on their page here) can avoid, that would be much appreciated.
Business Response
Date: 08/14/2024
August 14, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 22115632
           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.

A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund to Fortiva for the equipment line of credit, and a refund of all payments made directly to Vivint. ************** 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: 08/20/2024

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.
Thank you all so much for your help.

Sincerely,

*******************
Initial Complaint
Date:08/08/2024
Type:Billing Issues
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.
In May 2024, my card started declining for monthly payments. The reason was "bad card". My card was active and funded every month, but this went on from May until Aug 2024. I have chatted with agents online and called, verified my card information, and still, the payments would come back days later- "bad card". We lost access to our cameras through our phones and could only see them on the panel located by our front door. I tried to resolve this several times, was told the payment went through only to end up with it bouncing. I even confirmed with my bank that it was NOT an issue on their end. On Aug 5, 2024 my bank acct was charged for FIVE months of payments to Vivint in a single day. My wife called and asked what happened. They stated that we signed an authorization to retry the card on file when a payment declined. My wife informed them (as she works in finance) that she was aware that they were allowed to process the payment again in the same month it was declined, but it was illegal to take 5 months of payments at once. They hung up on her. On 8/8, she called again and spent 45 mins "proving" our equipment was paid off in order for us to cancel. Once accomplished, she asked for the 5 charges to be refunded. The agent in Billing said she could only refund 2, but had to set up a payment arrangement for 2 payments. She clarified that we would get $42.98x2 back, but had to pay THEM the same amount in the next 2 months. My wife said that made no sense as we would still end up with $0 and no refund. The agent confirmed that was correct and is their "policy"... twice. My wife spoke to a supervisor who offered the same 2 payments to be refunded, plus late fees, totaling $115 of the $180 they took. She informed them that it was not legal to take 5 payments in a day, but they still have refused to comply with our request. We also found out that none of the calls, including the one on 8/5 (with 2 agents) were ever notated, so they had "no record" of our requests.
Business Response
Date: 08/14/2024
Tell us why here...8/14/2024

Better Business Bureau of ****
*************
**************************

RE:    Consumer Complaint Case #: 22115589
           Complainant: *******************
           Vivint Account #: *******
           Date of Agreement: 2/3/2021

To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.

In his complaint, ************** explains Vivint withdrew five payments within one day from his account. ************** requests a refund.

To assist **************, Vivint has agreed to refund him a total of $161.08. Vivints records show three payments of ***** and one payment of $32.14 were withdrawn. ************** will receive his refund as a check.

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: 08/14/2024

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:08/08/2024
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 finished my contract with Vivint in January of 2024. All equipment was paid in full. I have attempted to cancel service with them numerous times. They keep telling me I have to request cancellation and it will take 30 days. This is now August and I am still battling with them. I cannot stress how many times I have canceled service with them.
Business Response
Date: 08/15/2024
August 14, 2023

Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129

RE:   Consumer Complaint Case #: 22115278
          Complainant:  ***************************
          Vivint Account #: *******
          Date of Agreement: 1/17/19

To Whom It May Concern:

I have reviewed the information provided by ******************************* and appreciate the opportunity to respond.

In her complaint, ****************** claims that she has been trying to cancel since 1/2024. She is being told that it will take 30 days.

Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 1/17/19 with an initial term of sixty (60) months which states this Agreement may be terminated at any time after the initial term upon at least thirty (30) days prior written notice. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivints records indicate that ****************** did not make any contact with Vivint between 10/9/2022 and 3/19/2024. Vivints records indicate that ****************** called Vivint on 3/19/24 and had her account taken off auto pay and said she wanted to cancel but did not allow the representative to give cancellation instructions. Vivints records indicate that Ms. ******** last monitoring payment was made on 3/18/24. Vivints records indicate that had ****************** account not been 4 months past due, the account would have been cancelled on 7/20/24, in accordance with her agreement. Vivints records indicate that Ms. ******** account is now past due in the amount of $233.78 and is scheduled to be transferred to an outside collection agency for nonpayment.

A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint agrees to cancel ******************** once her account is brought up to date. To assist ******************, in a gesture of goodwill, Vivint agrees to apply a credit for half of Ms. ******** past due balance in the amount of $116.89. ****************** may contact Vivint at ************ to make a payment so her account may be cancelled. ****************** may contact Vivints 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: **********************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,
Vivint Legal
Initial Complaint
Date:08/08/2024
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.
The services were sold & purchased based upon false advertising & promises!! I have a disability , Im a single recently divorced mother of 8 children & on a fixed income, which was all explained to the sales when he lied about the free equipment & monthly monitoring amount! . Vivint not only allow this guy to rip me off but they also rip me off because they take hundreds of moneys out my bank card & but still tell the credit folks that Im no payments to me my credit up!!!
Business Response
Date: 08/14/2024
August 14, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 22115260
           Complainant: ***********************
           Vivint Account #: ********
           Date of Agreement: August 30, 2023

To Whom It May Concern:

I 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 with forgiveness the monitoring service agreement and equipment line of credit with Fortiva. ************** has no further obligation to Vivint. ************* 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:08/08/2024
Type:Order Issues
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.
The salesman of vivint sold us an alarm system that includes doorbell, 1 camera and a control panel, he didn't mention that was going to be 3000 dlls that i believe is excessive, he said cancellation policy was just if we didn't like the service to call them and just pay for the monthly fees, and that's not the case
Business Response
Date: 08/14/2024
August 14, 2024

Vivint Louisiana, LLC
*****************************************************
************, *******; 71111
November 17, 2021

Better Business Bureau
PO Box 52035
**********, LA 71135-2035

RE:Consumer Complaint Case #: 22114928
Complainant: ********************************;
Vivint Account #: ********
Date of Agreement: June 18, 2024

To Whom It May ***************** have reviewed the information provided by *************************************** and appreciate the opportunity to respond.

In his complaint, ******************** explains that when he signed up with Vivint. He was not aware of the bill for $3,000 and was told to just call in to cancel if he did not like the services.

At this time, Vivint agrees to cancel Mr. ********* Agreement and Fortiva loan if the equipment is returned.

Vivints records show that ******************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $36.47, and total equipment fee of $2,917.16, that was financed through Fortiva, plus applicable taxes during that term.

Despite the validity of this agreement, Vivint agrees to the above resolution. ******************** may contact ********************************** / ************) to return his equipment. Following this, Vivint will refund all payments made, cancel his Agreement and credit the balance owed on equipment loan within 5-7 business days.

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 Louisiana, LLC

Customer Answer
Date: 08/14/2024

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:08/08/2024
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.
Paid alot of money for equipment that was not installed because the technician didn't have it on his truck and never returned to complete the job. Drilled holes and left house a mess. Left safety hazards with wires laying around and not properly wire managed. Missing 3 motion sensors, spotlight camera, doorbell camera and a garage door opener on my other system. Technician came out in rental car and claimed to not have all the equipment for the job. Unprofessional. Stay away from these people. Hard to think that I am in a contract with them to provide "security" to my home!
Business Response
Date: 08/14/2024
August 14, 2024

Better Business Bureau of ****
*************
**************************

RE: Consumer Complaint Case #: 22114246
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: July 22, 2024

To Whom It May Concern:

I have reviewed the information provided by **************** and appreciate the opportunity to respond.

In his complaint, **************** states that not all his equipment was installed. He states the technician has not returned to finish the installation. **************** states holes were drilled, and a mess was left leaving a safety hazard. He states he is missing three (3) motion sensors, spotlight camera, doorbell camera and a garage door opener. **************** desires to have the job finished, a repair, and a refund.

Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on July 22, 2024. On July 22, 2024, **************** reported that his installation was incomplete. **************** also reported that the technician left holes and a mess leaving a safety hazard. On August 12, 2024, Vivints records show **************** worked with Vivints Executive Resolution team on a resolution. The resolution that was agreed upon was a technician to complete the installation and six (6) months of free service.

A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has requested confirmation that this matter has been resolved and has offered an additional two (2) months of free monitoring service in hopes of resolving this matter. **************** 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

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