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
- 8,361 total complaints in the last 3 years.
- 2,970 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:06/04/2024
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 with Vivint for years and have spent well over 3000 for equipment. May 25,2024 there was a horible crime commited next door and my camaras captured what happened some videos saved to my phone some didnt. I contactd vivnt the morning of May **************************************************************** the house. I spoke with a rep named ***************** and he insisted he reboot my system which resulted in loss of my footage he then stated he would send a tech out to reassure that the footage could be saved. June 4 the tech comes out and tells me right away there is no way of saving the footage its lost and the rep Will was llien. The tech that came out was name ***********************************. *********** told me not to let up on Vivint and to make sure the are responsible for their actions which the convo is recorded in my home on my camaras, after *********** leaves i contact a supervior named ********************* whom was very rude i explained how serious this was and this was my first time ever having a issue with vivint or a crime commited on my camara after me tellling him this is unfair i want the issue isculated he begans to block my emails from being able to report complaints and have blocked me from contacting anyone in vivnt now when i call and give my info no one will speak to me. I have paid off all equipment and my bill and now i cant use my stuff over a mistake vivnt has made nor has the problem been solved. Supervior ***** refuses to give me his badge id or let me talk to anyone else i was completely blocked from everything
Business Response
Date: 06/10/2024
June 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21802265
Complainant: ******* White
Vivint Account #: *******
Date of Agreement: October 20, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she had an incident next door, and the cameras captured some events but not all of it. She further explains that she contacted Vivint the next day to get the rest of the footage, but the customer service representative insisted on rebooting her system which resulted in the loss of footage. ************** further explains that a technician was sent to her home to recover the footage, but he was unable to.
Unfortunately, Vivint is unable to recover footage from past events that were not recorded. In addition, a system reboot does not erase footage as clips can only be manually deleted by anyone with physical access to the application or directly from the control panel.
Vivints records show that ************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $39.66, and total equipment fee of $301.96, plus applicable taxes, during that term.
************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/04/2024
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 previously cancelled my service to Vivint and asked them to put me on the *** list, but I have gotten roughly a half dozen marketing and sales calls since I made the request to remove me from their call list.Business Response
Date: 06/10/2024
6/10/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21802118
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 8/9/2021
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
Vivint has contacted the Marketing Team to add Mr. ***** number to the Do Not Contact list. Vivint apologizes for the inconvenience this has caused.
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:06/04/2024
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've had my security system for about 2.5 years. First I had to buy a new device to add to the system so it would record properly because cameras weren't always recording. Now they are sending me a device that they want me to install because they say the issues I am having are because my internet isn't supporting their security system (though I have had the same provider the entire time and have only had issues on a daily basis for about 2 weeks.) In the past 2.5 years I can't even say how many times I have changed the batteries in the devices I own. And most of the batteries are CR123A batteries which are difficult to find and kinda expensive. I have also had to replace both of my smoke detectors already. The newest one is currently laying on my table with the batteries out cause it's saying the batteries are dead again. I just changed both the device and the batteries in it yesterday. In the past 2 weeks I have called their customer service department multiple times because there is a new alert on the panel that sets off a noise that drives me and my dogs insane almost every day. I've spoken to reps and managers and no one can help me get this system to work right. Every rep has me change the batteries in whatever device is currently setting of the alert, troubleshoot the device with them over the phone, and reboot the system. I don't feel this is something that should need done multiple times in a week. Nor have i had to do this in the past. They won't send anyone to try to fix it without me paying $99. I've also had to pay for shipping for each new smoke detector they send and have had to box up and return the old ones. Every device in this house says it should be good til 2033...Business Response
Date: 06/10/2024
June 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21797915
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: March 4, 2021
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 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 LegalCustomer Answer
Date: 06/12/2024
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:06/04/2024
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.
Contacted Vivint on May 10th to transfer/move services. However, they were saying I needed to use my old equipment which is paid for as of two years ago or get a credit check and start completely over even though were transferring services. I did not want to do that so I advised that I would like to cancel the services . However, as of today on June 4, they have not canceled services. I was just transferred around to four different people and continuously still being built. I no longer live in the home and we need our services to be discontinued as of last month in May.Business Response
Date: 06/10/2024
June 10, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21798840
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 5/3/24
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. and ******************, and a resolution has been agreed upon. At this time, Vivint has agreed to put the equipment charges on their existing line of credit. If for some reason that is not possible, Vivint agrees to cancel the Agreement and Loan. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/04/2024
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 purchased equipment 5 years ago that will be paid off in Oct. 2024. I made a warranty call and the tech installed new equipment and took my old stuff. I paid for that stuff why would you take my equipment. Now because the tech did not come with equipment under my LIFETIME warranty and put in new equipment Vivint wants me to pay full price for the new stuff. This was a warranty call and the tech came with NO Gen 1 equipment. If you are gonna TAKE my equipment I paid for and put in new stuff I should at least get a credit for the equipment I paid for or bring me back what you stole. I will be contacting an attorney again about this matter. I am now getting a bill for the equipment that was put in for full price and I am being harrassed with calls on the daily. This is too much for a mistake that Vivint made. I want my old equipment back that I paid for or some sort of credit toward this new equipment for the amount that I have already paid. Vivint is very sneaky in trying to trick customers into purchasing things that are UNDER WARRANTY. The ONLY reason I went with Vivint was because they told me it came with a LIFETIME WARRANTY. Making me pay for a product under warranty does not seem correct to me. If there are any lawyers reading this please reach out. I will be seeking to call someone today, but a class action suit would be awesome. I know I am not the only one with MAJOR issues with this company.Business Response
Date: 06/10/2024
June 10, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21799029
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 28, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she made a warranty call, the technician upgraded her equipment, and took her old equipment. ***************** desires the old equipment back as she paid for it.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on May 28, 2020. On March 11, 2024, Vivints representative spoke with ****************** and agreed to scheduling a Smart Home Professional to remove the equipment. Once removed, the amount of the equipment would be refunded if ****************** were not able to stop the payment which she was,and the agreement would be cancelled. Later the same day, ****************** emailed Vivints representative saying she was still deciding on how to proceed. ****************** stated she did not want to pay for equipment she does not have and wanted to look into internal financing. On March 18, 2024, Vivints representative sent an email to ****************** informing her that if she wanted to proceed with financing, Vivint would forgive the remaining balance on her original loan with Citizens. ****************** responded that she needed to obtain legal advice before making a final decision.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** is providing the following options: 1) schedule a Smart Home Professional to remove the equipment.Once removed, Vivint would proceed with cancelling with forgiveness the remainder of the monitoring service agreement and forgive the remaining balance on the equipment loan with Citizens, {or} 2) Vivint will forgive the remaining balance on the equipment loan with Citizens and then attempt to qualify for ***************** for financing of the equipment.
To resolve this matter, Vivint has provided the offers 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:06/03/2024
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 had this security company for years. When I had problems with the equipment, they never came out to fix them. I had to fix the problems my self with them on the phone line. The quality of the product is poor. My truck got broken into, and when I contacted the police and they look at the video; they couldnt see anything because the quality of the cmaras was very poor and only recorded for 20 secs. When I tried to cancel, they refused and kept on keeping me on the phone for ever. Then they ask for me to send an e-mail to them and still charging me money for service.Business Response
Date: 06/07/2024
June 7, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21798313
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: September 12, 2017
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that her equipment issues were never resolved with a technician other than over the phone. She further explains that her truck was broken into, but the recording was not clear enough and only lasted for 20 seconds. When she called to cancel Vivint refused and kept her on the phone.
At this time, Vivint agrees to cancel Ms. ********* Agreement without penalty.
Vivints records show that ******************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $1,609.44, plus applicable taxes, during that term. Vivints record further shows that ******************** sent her notice of cancellation on June 3, 2024, and her account was being processed for cancellation.
Vivint agrees to the above resolution and ******************** has no further obligation to Vivint. She may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/03/2024
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.
Was lied to by this company, by the customer service representatives, by the technician who installed my system. Shady business practices. I called Vivint in September of 2021 to inquire about activating my system after moving into my house. I asked the representative if there would be a contract. I was told no contact, admitted per Vivint today. They can see that on the transcript of the call. I set up a technician to activate the service. I asked him multiple times when he arrived if there was a contract. Was told no. Went to cancel today and was told I am under contact even though I asked multiple times during this process. I was scammed, lied to by the technician and signed something under false pretenses. I want this contract stopped.Business Response
Date: 06/07/2024
June 7, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21796728
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 23,2021
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 monitoring service agreement effective June 7, 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 LegalCustomer Answer
Date: 06/07/2024
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:06/03/2024
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 sales person approached me at my home on 5/17. He told me about purchasing a security system. . I gave him my soc security he opened up al line of credit to pay for the 3k charge. He charged me 3k for a security system I contacted him and told him I did not want the system.Business Response
Date: 06/10/2024
6/10/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21794181
Complainant: *********************
Vivint Account #: ********
Date of Agreement: 5/17/2024
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ explained he desires to cancel his account and line of credit without penalty.
Vivints records indicate ************ is still within his Right of Recission period. As such, Vivint is willing to cancel ************** account and forgive his line of credit in addition to giving a full refund upon receipt of the equipment. A representative has contacted *********** via email to schedule a system removal appointment.
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:06/03/2024
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.
Installed on 18 April 2024 On day of install tech had problems setting up garage door opener. Finally was able to get it to work. The MyQ app and vivint app barely works to open the garage door. 90% of the time it fails, it will say the door isn't closed when it is, or say its open when its closed or just wont work to open/close the door. We have to manually close/open the door with the button in the garage. Within 2 weeks of install, the thermostat screen stopped working. It can still be operated by the app or the panel but not with its individual touch screen. I contacted vivint via the chat option on the app (02 May 2024) and was told a new one will be sent and i can return the old one to not be charged. No email or tracking number yet. The only things that work are the cameras and door sensors. Main reason we even got this was the ease of access for the garage and being able to open it and the front door with one app. but it never works.Business Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21793989
Complainant: *********************;
Vivint Account #: ********
Date of Agreement: April 18, 2024
To Whom It May ***************** have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to send a technician free of charge to address any system issues that Mr. ***** may be experiencing. Mr. ***** 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: 06/11/2024
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. The tech has come by as of today and replaced the thermostat and moved the garage door opener closer to the router which at this time looks to fix the problem.
Sincerely,
*********************Initial Complaint
Date:06/02/2024
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 4/30 I sent Vivint a cancellation notice for service I had for 7 years that hasnt worked properly in the last 2 years. On 5/6 Vivint reached out and offered a free panel and outdoor camera along with a lower monthly rate of $39.99 for monitoring to continue service. On 5/9 the panel and doorbell camera was installed. I asked to cancel on 5/9 because the technician that came out wasnt able to bring all my current cameras back online. I was left with no outdoor back camera and no camera above my garage. Tech called back on 5/13 and stated he would order the additional 2 cameras and would come back and install them free of charge. On 5/24 ******* came back and only installed 1 camera and refused to install the 2nd camera citing his ladder was only able to go 12 feet high, and he couldnt replace the camera that was already there that was installed by Vivint in the same exact angle above the garage that has a view of the entire driveway and a portion of the street. Current camera is approximately 13 to 14 feet high installed 7 years ago by Vivint (same company). At 12 foot the center of the driveway on the bricks I would only see 2 cars in my 3 car garage driveway and no angle of the street view on the refurbished camera that was brought. ******* offered me a new pro g2 camera at $519.99 plus tax which was not in the discussion originally then went to a lower pro g2 for $399 plus tax and I said no again. I called and asked about canceling. I have been calling and being transferred around hung up on several times. The current panel doesnt work with my ac and the refurbished cameras were not installed. Now Vivint states I cant cancel until I pay *************************************** agree to for non working service. All of my cameras on the old system were periodically working after rebooting the panel multiple times, now I have cameras that are not hooked to the new panel and no safety views for my family from inside my home. I expressed canceling same day.Business Response
Date: 06/07/2024
June 7, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21791180
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 9, 2017
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she sent in a written notice of cancellation on April 30, 2024. ****************** states that she received a call from Vivint on May 6, 2024, offering to upgrade her panel and outdoor camera for free and lower her monthly service fee. ****************** states that she called on May 9, 2024, to cancel due to issues that occurred during the upgrade installation. ****************** desires to be contacted by Vivint, and a refund for the damage done to her home phone line by the Smart Home Professional.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on September 9, 2017. On May 1, 2024, Vivint received a written notice of cancellation from ******************. On May 6, 2024, ****************** accepted an of a monthly service fee of $39 for a 36-month term with a free Smart Hub panel and Doorbell Camera Pro. These were installed on May 9, 2024. On May 24, 2024, a second Smart Home Professional was out to the home of ***************** to replace a bad outdoor camera under warranty. On May 31, 2024, ***************** called Vivint wanting to cancel the agreement due to poor service. On June 6, 2024, ****************** accepted an offer of a monthly service fee of $39 for forty-eight (48) months, a Smart Hub panel, doorbell camera pro, outdoor camera pro gen2 and spotlight pro for free.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, *********************** records show that ****************** accepted an offer of a monthly service fee of $39 for forty-eight (48)months, a Smart Hub panel, doorbell camera pro, outdoor camera pro gen2 and spotlight pro for free on June 6, 2024.
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,Customer Answer
Date: 06/25/2024
Complaint: 21791180
I am rejecting this response because:
the company hasnt made any contact with me since 6/14 when I took off work and used 8 hours of my vacation time for a tech to arrive unannounced ( no call 30 min prior to arrival) did not identify himself by name, I asked him 2 questions regarding installation because he wanted to plug in a camera into a electrical socket inside the garage. I have no idea why and its my home. I have every right to know details of installation. The non working camera that doesnt work with the panel was hard wired. I dont have the ability to move the car that was in the garage its not running. Its a rare vehicle and I dont want anyone standing on it or getting the new paint job scratched up by accident. He opted to cancel the appointment on his own recognizance. I stated not a problem if you cant explain the type of camera and why it requires a plug then you definitely dont need to be in my home providing a service. I called Vivint spent over an hour on the phone and was told they would send someone out on Saturday 6/15 between 11am and 2pm. Nobody called and nobody showed up. I Emailed ***************************** who originally responded to complaint 7 days in a row and left her 4 voicemails. Not one time did she respond or the alleged manger at ***************** who text from Vivint line for the offer has responded. The company has completely ignored me. Lied and wasted my vacation time and cost me $79 for repairs to my phone line broken by the previous tech that left me with a alarm panel and no outdoor cameras which I had before the original visit. The issue was the cameras were off line 50% of the time and I had to reboot several times a day. The current panel I loss outdoor cameras to 3 cameras doorbell, back porch and over the garage. I also loss the ability to change my ac temperature from the panel. I have asked to cancel since April and I have yet to receive the refund for months of non working service.Sincerely,
*****************************Business Response
Date: 07/01/2024
July 1, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21791180
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 9, 2017
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 cancelled the monitoring service agreement effective June 7, 2024, and a refund in the amount of $47.60 was processed on June 26, 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 LegalCustomer Answer
Date: 07/01/2024
Complaint: 21791180
I am rejecting this response because:
I was told by the representative that I would be refunded for May 2024 and June 2024. I only received a credit for ***** Installation was incomplete on May 9th, I also had to pay $79 for a damaged phone line after the representative came out. The contract is indeed cancelled and I did receive a confirmation email. Please ask the company to refund April and May 2024.
Sincerely,
*****************************Business Response
Date: 07/08/2024
July 8, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21791180
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 9, 2017
To Whom It *** ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was informed she would be refunded for *** and June 2024. ****************** states that her account was cancelled, however, she only received a refund for June 2024. ****************** states that she also had to pay $79 for a damaged phone line. ****************** desires to be refunded for ***** and *** 2024.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on September 9, 2017. On June 26, 2024, ****************** was emailed informing her that her account was cancelled, a refund in the amount $47.60 was processed, and that she had no further obligation to Vivint.****************** responded with a, Thank you; there was no mention of any further refund being requested.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, in good faith Vivint agrees to refund $42.84, the amount paid for *** 2024 billing and $79 for the damaged phone line for a total of $121.84. No further refunds are 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 Legal
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