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
- 8,352 total complaints in the last 3 years.
- 2,971 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:07/16/2024
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.
I have been a customer of ********************** since 2019. The cameras and system were left in the home by the previous owner so that was already paid for. I was only paying for monitoring. Last year I called to get services cancel because I was unable to afford this bill. I then agreed to pay the minimal fee of $39/mth. Moving forward to present day I sold my house and called Vivint to see if I can move my services to the new house. They told me I would have to pay a fee for a tech to take down cameras then another fee for a tech to re install at the new property. This is something I can't afford so I told them to cancel the services. They then told me that I had signed up for Three years and I had to pay the balance. I asked them to let me hear the recording of me agreeing to this. They said only a legal team can request that and that recording is not available to me. I then said so I'm just supposed to believe that I agreed to this, and they said yes. I then asked if the new owners connected the system will they be collecting from me and the new owner they said yes. All of this sounds very sketchy and no customer service whatsoever. I do believe this same situation happen to the people who own the house prior to me which is why they left the cameras and system. This is not good business practice.
Business Response
Date: 07/23/2024
July 23, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21998300
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: March 13, 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 cancel with forgiveness the remainder of the monitoring service agreement effective July 23, 2024. ******************** 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 LegalInitial Complaint
Date:07/16/2024
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.
On May 5, 2023 Vivint Home Security installed cameras on my home and I agreed to pay $60.01 a month for them. However, I was not aware that I was also agreeing to monthly monitoring. When I called about the monitoring amount that was deducted from my account I was told ******************** was agreed on at the same time as the cameras, which I did not. I would never agree to monitoring because I'm home, retired, and can monitor myself. So the rep. told me as long as I was paying for the cameras I would be charged for monitoring so I paid the cameras off so I wouldn't be charged. So, since I refuse to pay for monitoring THEY BLOCKED ME FROM THE *** so I can't view the cameras. So what good are they??? NONE!! THEY SERVE MO PURPOSE IF I CAN'T ViEW THEM. $3000., REFUND MY MONEY. Really is this LEGAL?Business Response
Date: 07/22/2024
July 22, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21998040
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 5, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she paid off her cameras and cancelled her monitoring service agreement, however, she no longer has access to the mobile application. **************** desires a refund and to have access to the mobile application.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 5, 2023. On May 11, 2023, **************** called saying she called on Tuesday requesting to cancel or given a lower monthly monitoring service fee. Vivints representative had offered $15 off for 12 months, however, the call disconnected, and nothing was agreed to. On May 17,2023, **************** called wanting the offer made by the previous representative of $25 off for 12 months. On January 11, 2024, **************** called for assistance with viewing the camera video on her personal computer; it was explained that the video feed could only be viewed on the security panel or the mobile application.On April 20, 2024, **************** called wanting to cancel the monitoring service.**************** provided a confirmation number from Citizens to prove the equipment was paid off in full. On May 1, 2024, Vivint received a written notice of cancellation.On May 16, 2024, the cancellation process was completed. **************** called to see if she could return the equipment for a refund. **************** was informed that she owned the equipment and Vivint was not able to take the equipment back. On July 16, 2024, **************** called saying she cancelled the monitoring service due to always being home; however, she still wanted access to the mobile application. It was explained that the mobile application came with the monitoring service.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, *********************** records show the monitoring service was cancelled on May 16, 2024. **************** owns the equipment,and no refund is warranted. **************** 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 she may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/16/2024
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.
I called **** to set up LOW INCOME internet service and was aggressively sold a service to VIVINT for home security. I am very young and had no job with a small child and was targeted by both **** and *******, when I tried to cancel this service I was unsuccessful and they would not allow me to. I have since returned all of their equipment and they are now relentlessly harassing me to pay out the ridiculous amount of this contract. I was a victim of predatory services by both **** and VIVINT.Business Response
Date: 07/23/2024
July 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21996539
Complainant: ***********************************
Vivint Account #: ********
Date of Agreement: April 24, 2024
To Whom It May ***************** have reviewed the information provided by *************************************** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ********************** via phone in an effort to address and resolve the current issue. 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 LegalInitial Complaint
Date:07/16/2024
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.
Sales representative showed up to our door step around 6 pm back in September 2023. The guy would not take no for an answer for the equipment. He convinced us to try the trial and told us that someone would be out here the next day to install between 3pm and 5pm. The technician didnt show up until late and was here until 1130pm with us having kids in school and kept them up late. At the end of installation the guy was like we dont have the smoke detectors so someone will be out this week to complete it. A week goes by and still didnt hear anything. We tried to contact our sales rep and he ghosted us until we told him we were going to customer service. The guys name was ****** and he scammed us from the get go. We were told that the trial period started once all equipment was installed and then come to find out it was a huge lie per customer service. He wasnt upfront about the equipment being a loan. I had to find out from *********** that this was a loan of $4000. I have tried to talk to several people about not being aware of it being a loan and they say its been too long to do anything. Now the company they finance this equipment through has ruined my credit and caused it to drop 74 points because the payment didnt go through on autopay when I had enough in my bank account for this payment to go through. This company is a fraud and its happened to so many people. Their customer service is terrible. Its all customer and no service and I would love for something to happen to where I can get out of this contract and get a refund for this equipment that I didnt know was a loan.Business Response
Date: 07/23/2024
7/23/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21995887
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 9/6/2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
Vivints Executive Resolutions Team is currently assisting ****************** with her concerns. ****************** 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 LegalCustomer Answer
Date: 08/06/2024
Complaint: 21995887
I am rejecting this response because:
Update: I have been told by Vivint that they were cancelling my account and paying off the remainder of the loan. However I called citizen pay to verify this and they have received nothing from Vivint. My main concern is that this whole situation has brought my credit down 74 points as I take a lot of pride in my credit score. I would like to complain about citizen pay as well as they do work with the company and this was not disclosed to me this was a loan. I would really like to get this removed from my credit as this was a huge scam of sale from the original person who showed up
To my doorstep back in September 2023 whose name was ******. I was told by a technician who came and took my equipment down that I was not sold $4000 worth of equipment that he took down. The people Who originally put this equipment did everything completely wrong and the technician that took the stuff down was appalled at the job that was performed in the first place. Im very dissatisfied and disappointed in the experience. This case was also escalated by one of the representatives from Vivint and I still have not heard back from anyone reference number CA-161043129.
Sincerely,
***************************Business Response
Date: 08/12/2024
8/12/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21995887
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 9/6/2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
Vivints Executive Resolutions Team has been notified of ********************** concerns. This will be taken care of promptly.
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: 08/12/2024
Complaint: 21995887
I am rejecting this response because:
I havent heard anything from anyone since I have had this case open. I have all these promised things that my loan will be taken care of and yet citizen pay has not received a thing about Vivint taking care of the loan as this has affected my credit score. I am still requesting this to be fixed and have gone through BBB, FCPB And the **** Im very frustrated at this point as my credit is something I hold to highest priority.
Sincerely,
***************************Business Response
Date: 08/14/2024
8/14/2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 21995887
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 9/6/2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
Vivint has requested Citizens to forgive and refund Ms. ******** line of credit. Please allow 14 business days for this to update on Citizens end.
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: 08/15/2024
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 as long as Vivint can get citizens pay accepts to forgive the line of credit and be able to restore my credit back to where it was before. I also accept the refund that has been requested.
Sincerely,
***************************Initial Complaint
Date:07/15/2024
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.
Vivint ************** continues to charge me an monthly fee of ***** even after both accounts, ********************** and **************, have been closed. I continue to call Vivint, since it is their number that is in the charge, and they forward me to Citizens, who then claim that their account has been closed. I have paid cancellation fees in April to close both accounts, but once again, ***** has coming out of my account again in July. We sold the house where this service was offered, we are renting, so attempts at transferring the account can not happen.I want them to stop charging me for services that have been cancelled and that cannot be transferred. I have confirmation numbers for both accounts, they acknowledge that both accounts are closed, but I am still being charged.I will now go to my bank tomorrow, will block these company charges, but I want to be compensated for past charges.Business Response
Date: 07/19/2024
7/19/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21994219
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 7/5/2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
To assist **************, Vivint has forgiven his Citizens loan and he will receive a refund within 15 business days. ************* 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 LegalCustomer Answer
Date: 07/19/2024
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,
*******************PS: This is acceptable as long as there are no additional charges to my account. If there is another, there will be another complaint.
Customer Answer
Date: 08/20/2024
Complaint: ********
I am rejecting this response because:Regarding complaint ********, Vivint was supposed to settle the complaint by refunding charges on an account that was closed, and in which they continued to charge. I had agreed to a settlement refunding these charges and was contingent upon no additional charges to my account. On August 15, 2024, I have noticed that Vivint has once again charged my account $43.74 once again. It appears that their bookkeeping error is not fixed and will continue to charge my account. Please inform Vivint that if this continues, I will proceed with legal action, to prove a point.
Sincerely,
*******************Business Response
Date: 08/26/2024
8/26/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21994219
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 7/5/2019
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
A representative has contacted ************** via email regarding his 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 LegalCustomer Answer
Date: 09/03/2024
Complaint: 21994219
I am rejecting this response because:Vivint came back and indicated they would refund my account for the charges. I responded back and accepted as long as additional charges were going to cease. I was again charged for the month of August.
So, the charges continue. I want the charges to cease and my account credited. It is that simple.
Sincerely,
*******************Business Response
Date: 09/09/2024
9/9/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21994219
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 7/5/2019
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivint is still in process of investigating where the charges from Citizens are coming from. Vivint apologizes for the delay.
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: 09/10/2024
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. This is telling me that Vivint is still investigating the issue and there is more to come.
Sincerely,
*******************Initial Complaint
Date:07/15/2024
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.
My issue is that for the past two years I haven't been able to log into my account. I keep calling tech support and they go through the same routine unable to fix the problem. Then they tell me they will issue a ticket to their engineering department and I never hear back. This has been going on for two years.Business Response
Date: 07/22/2024
July 22, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21994187
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: April 17, 2013
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he has not been able to access his online account for two years. ****************** desires this issue to be fixed.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on April 17, 2013. On July 6, 2022, ***************** called Vivint as he was not able to log into his online account (MyAccount). ****************** was advised he would need to be home to complete troubleshooting.On July 7, 2022, ****************** called back to complete troubleshooting. After troubleshooting was completed, ****************** was able to log into MyAccount. On July 8, 2022, ****************** called due to being locked out of his online ******************************* representative completed troubleshooting, was unable to resolve the issue and submitted an internal ticket. On July 13, 2022, ****************** called regarding his log-in issue, and has not yet received a call back. Vivints representative reviewed the account notes, completed troubleshooting as instructed by the ticket and ****************** was able to log into his MyAccount. On December 10, 2023, ****************** called having issues logging into MyAccount, troubleshooting was completed, and ****************** was able to log in. On July 4, 2024, ****************** called unable to log into MyAccount and just wanting to cancel. ****************** was offered a monthly service fee of $29.99 plus a $750 equipment discount which he agreed to. On July 7, 2024, ****************** called having trouble logging into MyAccount after upgrading. Vivints representative submitted an internal service ticket. On July 13, 2024, ****************** called, still having trouble logging in. Vivints representative completed troubleshooting and was able to have ***************** create a login for his wife and himself. ****************** is now able to log into MyAccount. On July 16, 2024, a Vivint representative attempted to reach out to ****************** to assist with his login issues. On July 17, 2024, ***************** responded saying he was still having login trouble. On July 19, 2024, Vivints representative informed ****************** that they would follow up with him on July 23, 2024.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, *********************** records show that ****************** is currently collaborating with an internal team to address and resolve his log-in concerns. Vivint will have ****************** to continue working with Vivints internal team on a resolution.
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: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/15/2024
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.
Ive had Vivint since October 2023 , and Ive had nothing but problems, first I was set up by **************. I wanted a doorbell camera so we went to see about getting the camera he asked for my date of birth never my ss# when i asked question one was how much and how much a month he said the equipment would be $323.99 and $51. 47 a month then now here come the billing issues , I called so many times never got any resolve cant hardly understand the rep, due to language being difficult to understand, I was being charged over and also on a contract I never knew I had until the rep., told me when I wanted to cancel service with them , I finally speak with someone and he can understand my concerns and he did help me but my due date got changed and now some of my footage is missing also I cant get any footage all the time its not a good camera it only work sometime I would like to just cut all ties with this company and get a better security company , because all they want is for you to keep buying equipment I cant do that I asked for a camera thinking it would be under 24 hour surveillance, but it barely catch anything it should. I dont feel safe with this system .Business Response
Date: 07/22/2024
July 22, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21993935
Complainant: ****** Otis
Vivint Account #: ********
Date of Agreement: October 17, 2023
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ************ and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining Vivint monitoring contract without further fees or penalties to ************. ************ 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 LegalCustomer Answer
Date: 07/23/2024
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:07/15/2024
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.
Security camera system was installed 5/15. I paid for the system outright in the amount of $3,229.90 and was charged in June $106.47 for service and sensors. Installed: 4 cameras, 1 doorbell camera, 1 keyless doorlock, 5 door sensors, 1 garage door opener, 1 smart thermostat and 1 panel. Install was completed on 5/17 and began having issues on 5/25. We traveled out of country from 5/22 and came home 6/8. Shortly after our return to **********, I reached out to the 800 number provided to report the offline issues the cameras were having. I was told that they did not have a technician available, did not have any appts available and would take down my info and call me when something opened up. That did not sit well with me so I contacted the sales Rep *************************** whom sold us the product to inform him of our non working system. He was able to get a technician scheduled for 6/22. I asked at that time if we could please get our trial time extended due to our system incorrectly working still. He said he would and I asked him to please email it to me, never received any email confirmations. Tech comes out on the 6/22, diagnoses a possible doorbell issue and gets a ticket for that to be replaced. Replaced the doorbell then had to get a ticket to replace the panel. Replaced the panel and now the *** play back isn't working, deter on a camera isn't working and the garage door opener isn't working. I put in another call to the tech and to the mobile app tech support with no resolution. Every week since the 6/22 the tech has been at my house to diagnose an issue, with a failed system still. I asked to please have the system removed and to be refunded with their loyalty **** with my technician there and loyalty **** said I will not get a refund that I'm past my trial period which they had in their computer system of May 21. The 30 day extension the sales rep confirmed with me never happened. 7/22 another tech will be out to make a final decision on if I get a refund or not.Business Response
Date: 07/19/2024
July 19, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21993868
Complainant: ****** Ragan
Vivint Account #: ********
Date of Agreement: June 16, 2024
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she has been having issues with her equipment since it was installed. She further explains that her camera and panel have been replaced and now her DVR, deter on camera, and garage door opener are not working.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve the current issue.
Vivints record shows that an appointment has been scheduled for July 22, 2024, to resolve **************** current issues. 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 LegalInitial Complaint
Date:07/15/2024
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.
See explanation in desired settlement.Business Response
Date: 07/19/2024
7/19/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21993289
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 7/13/2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ******* account immediately. **************** 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 LegalCustomer Answer
Date: 07/19/2024
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:07/15/2024
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.
I had a Vivint agent ********************* come to my home telling me and my husband about the services i explained to him i was already in a contract with my current company he ask when it end and the amount he explained to me that Vivint will buy the contract out and send me a gift card and to call current company and get a invoice when i receive it to send it to him i did and i called a couple times no return calls from the rep. I called the company and the representative try to call him no answer. Basically he lied to me and my husband to get a sale now i have pay for this service and my other one is that how they train there rep to lie. that was unfair i would like for the company to buy out my contract like i was told.Business Response
Date: 07/19/2024
June 19, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21991749
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 5/31/24
To Whom It May *********************** have reviewed the information provided by Ms. *********************** 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 provide a gift card to be used to pay her previous security company. ******************** 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 LegalCustomer Answer
Date: 07/20/2024
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.
Sincerely,
***********************
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