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
- 8,554 total complaints in the last 3 years.
- 3,059 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:09/18/2025
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 cancelled and transferred my Vivint Home Security Service in June 2025. It is now September 2025 and I continue to be billed and Vivint still pulls money for a service that I no longer have. I no longer live at the property and a new tenant lives in the home. I have spoken to Vivint 4 times in the last 3 months and they assured me my account was cancelled and transferred yet I still get bills and notices saying I am overdue and they have reported me to a credit agency. I am active duty military and I have never been treated like this company has treated me and my family. I have done my part but they have not done theirs. Their word is all a lie. They promised me the account was closed but they still take money. They owe me $160 for payments they should have never taken. They refuse to help me and keep telling me in 30 days it will be fixed but it isn’t. Please hold them accountable or tell me what steps to take to ensure this doesn’t happen to any other service member or American who does the right thing to close/cancel accounts yet they (Vivint) still takes money from consumers and refuses to help when asked to.
Business Response
Date: 09/25/2025
Vivint Account #: ********
Case #: *********
To Whom It May Concern:
I have reviewed the information provided by Mr. *********-**** and appreciate the opportunity to respond.
In the complaint, Mr. *********-**** has requested a refund and cancellation of his account due to requesting an account takeover in June, however a cancellation was not processed, and the account remained active.
A Vivint representative has reached out to Mr. *********-**** and a resolution has been agreed upon. At this time, Vivint has agreed to review a recent call to submit feedback on Mr. *********-****'s behalf for coaching opportunities and expedite the cancellation of his account. A Vivint representative will follow-up with Mr. Mr. *********-**** once the cancellation has been finalized and any applicable refunds have been processed.
Mr. *********-**** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/18/2025
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.
The end of Aug I talked to a sales lady from Vivint that my husband called we did not want to go with Vivint again because they treated us like dirt. BUT this sales person said it would be different and she did give us a discount to make up. The main problem is she said she the due date will be the same we had since 2011 I ask her directly you will not change the due she said no. On 9/9 the install happened that day I spend 6 hours on the phone with Vivnt getting nowhere they tried to pull the the whole $1645 at once my bank didn't like that they did not pay them. The install was a wreck *** told me that we did not order a DVR, after minutes he found it more time since it was not set up yet. When he left told me everything is working NO I WAS NOT more time trying to find out why couldn't see anything on the *** no play back. ***** at 18:00 AND ******* @ 22:45 told me my DVR was working I told them ******* day start fresh **** told me that the *** would not work until 13:00. NOBODY TOLD ME THAT. Then billing ********* my old card was corrupt forgot to set up new card nothing was said to me about he yoi owe the first payment she took my card number and took the payment for service out. Then there collection agency calls does not leave message finally talk to one said we owed a payment which should not came up until the of the month but no my salesperson did not said that she said first payment on 9/27. I told that to the lady from Loyalty she tried to charge me more money for correcting what the other *** goofed up. Why do I have no notes on my account spend 16 hours or better on phones/emails etc. Do not get the monthly quote they came me $40.33 per month for the next 60 month Have to make 2 payments in one month's why and then nobody called me or checks in on me. I want explanation from someone speaks fluently English and does not call me Miss.Business Response
Date: 09/22/2025
Vivint Account #: *******
Case #: CA-174769100
??????? ?
To Whom It May Concern:?
I have reviewed the information provided by Ms. ************** appreciate the opportunity to respond. ?
In the complaint, Ms. ************** requested Explanation of charges; Billing adjustment; Contact by the business due to stating she spoke with a Vivint sales representative in late August after initially deciding not to return due to past poor treatment. The salesperson promised a better experience and a discount, assuring her the billing due date would remain unchangedbut that promise was broken. Since installation on 9/9, she has faced over 16 hours of unresolved issues including billing confusion, equipment setup failures, misinformation from support agents, and unexpected collection calls, all without proper follow-up or documentation on her account.
Vivints records show Ms. ******* equipment upgrade billing situation has been resolved. The equipment was put on a 4-month payment plan on September 10, 2025. She changed her billing cycle date on September 15, 2025.
We do see issues with 2 cameras, that need a Technician to resolved.
A Vivint representative has attempted to reach Ms. ***** to assist with this matter via phone and email. After reviewing the account, ********************** is prepared to send a technician out at no charge, to resolve 2 cameras issues. Vivint is also prepared to answer any questions Ms. ***** has about her billing account, pending account verification and acceptance by Ms. **************** lwc-f6gbo863ml="" style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px;">
To resolve this matter, Ms. ************** contact Vivints representative to proceed with the proposed resolution. Ms. ************** 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: **************, ********************** Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions?Initial Complaint
Date:09/18/2025
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.
The main account I used to manage my security system and my billing lost access to the two factor authentication over a year ago when I got a new phone and lost access to the 3rd party authenticator application I used for 2FA. Despite many attempts to recover the account over the phone providing several pieces of personally identifiable information, Vivint has been unable to resolve the problem and instead tries to pacify me with account credits. After we had a security incident at our home that was not picked up by Vivint's monitoring processes, I was notified by a neighbor that someone got into my wife's car in our driveway in the early morning hours. I called shortly after that to look into adding a camera and resolve other issues I was experiencing but decided to source the camera myself because the price was hard to justify. The rep I spoke to added what I understood at the time to be a camera monitoring fee of $5 a month to my account as I worked on installing the camera myself. Turns out it was not a camera monitoring fee, it was some kind of protection plan--something I would have never agreed to add to my account had the person adequately explained what it was.
Over the 4+ years I've been under contract with Vivint, my service has been questionable at best and I don't think I am getting what I am paying for and am under contract until the end of this year. I have consistent problems with my equipment. I have not been able to corroborate any of the billing for over a year and have had to create multiple accounts just to be able to log in and manage my security system--none of which have the privileges to manage billing information on the account.
After recent attempts to resolve this issue, I disputed the monthly charge on my American Express for my August bill--something I warned them that I would do if they did not recover my account so I could manage my bill properly. This month, they charged me double--the amount I disputed and this month's charge.Business Response
Date: 09/23/2025
To Whom It May Concern:
I 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 schedule a technician at no cost to Mr. **** and apply a credit in the amount of $70.00 to the account. Mr. **** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/18/2025
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.
09/15/25 I AM TRANSFERRRING THE CONTRACT INTO MY NAME BECAUSE THE ALARM IS IN MY APARTMENT SO THAT I CAN REALLY COMPLAIN ABOUT THEIR SERVICES. WAY WAY BACK I HAVE BEEN COMPLAINING ABOUT THEIR DEVICES THE FIRST TIME IT HAS BEEN INSTALLED. TECHNICIANS CAME OVER SEVERAL TIMES REPLACING THE DEVICES BUT IT IS STILL THE SAME.I CALLED THEM UP SEVERAL TIMES FOR UNSATISFACTORY SEVICES. I CANNOT GET ANYTHING FROM THE CAMERA AND ALARM. WHY WILL I PAY FOR THE DEVICES WHICH ARE NOT WORKING. SERVICES AND DEVICES HAVE TO GET PAID FOR NOT RECEIVING SERVICES.I DISCONNECTED THE ***** INTO THE **** AND DID NOT USE ANY OF THE DEVICES ANYMORE. I WOULD LIKE TO CANCEL EVERYTHING BUT I HAVE TO PAY $847 FOR THE DEVICES WHICH ARE NOT WORKING. IM FILING A COMPLAIN ABOUT THISBusiness Response
Date: 09/22/2025
Vivint Account #: ********
Case #: CA-174770185
??????? ?
To Whom It May Concern:?
I have reviewed the information provided by Ms. ************* appreciate the opportunity to respond. ?
In the complaint, Ms. ************* requested cancellation due to stating she transferred the alarm contract into her name because the system is installed in her apartment and she wants to formally file a complaint. Despite multiple technician visits and device replacements, the alarm and camera have never worked properly, and she has stopped using the equipment entirely. Now, shes being charged $847 for non-functioning devices and is seeking to cancel the service and escalate her complaint. Customer states she disconnected the panel from the wall 2 months ago.
Vivints records show an account transfer to Ms. ****** name was started on September 15, 2025. The monitoring was disabled on September 15, 2025, in anticipation of this process completing. The account transfer has not completed. A work order is scheduled for October 4, 2025, to complete this process.
The Original account is not in Ms. ****** name, so she does not owe Vivint anything to cancel her account. We would need to work with the original owner on their account to complete the cancellation, if they so wish.
A Vivint representative has attempted to reach Ms. ************ assist with this matter via phone and email. After reviewing the account, it appears Ms. **** does not owe Vivint anything, as her account is not active.
Ms. Daya 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: **************, ********************** Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions?Initial Complaint
Date:09/18/2025
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.
Entered by BBB staff LO Consumer states she has a security system through the company, she already had a door *********** and a driveway camera. About a month ago a tech came to her door and offered her an indoor camera, 2 flood lights and an outdoor camera. She denied the offer but they were very persistent. She told them she would test out the cameras for the 30 day trial period but when she was doing the paperwork she noticed something said she had 3 business days to return it and cancel service. She asked them about this and told them if it was only 3 days instead of a 30 day trial not to install it, they told her it was 30 days. The cameras were installed 8/18/2025, she called them to find out when her 30 days was up, at the time she called she was told the 30 days passed 2 days prior. She advised them that no one told her it would be 30 calendar days, not 30 business days, but this was not explained to her until today. The consumer is now responsible for paying on this contract for another 3 years.Business Response
Date: 09/19/2025
To Whom It May Concern:?
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond. ?
In the complaint, Ms. ***** has requested to downgrade the upgraded equipment due to due to a sales representative promise
Vivints records show Ms. ***** did call in on 9/18 to downgrade the equipment.
A Vivint representative has attempted to reach Ms. ***** to assist with this matter via phone and email. After reviewing the account, ********************** is prepared to offer to downgrade the equipment, pull the new contract and apply two free months of monitoring, pending account verification and acceptance by Ms. ********** lwc-f6gbo863ml="" style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px;">
To resolve this matter, Ms. ***** may contact Vivints representative to proceed with the proposed resolution. Ms. ***** 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: **************, ********************** Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/18/2025
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 contacted ***** Energy last weekend to discuss my current electrical contract and the agent said they had a promotion and would install wifi smart thermostats and give us a doorbell cam for free if we would sign up for the monitoring plan which was free as long as I stayed with *****. He said it was 100% free. I told them I would sign up for it but no credit card, and ***** agreed to it. They referred me to Vivint, the provider and installer, who e-mailed and called a couple days later and they explained it and said I would have to give them a credit card number which I refused and they checked with a supervisor and said no problem, just tell the Vivint installer and they would install it, set it up on the Vivint Smartphone app for free and would not require a credit card. The Vivint tech showed up on 9/18 to install it and said before he could get started I needed to sign the Vivint agreement and give him my credit card number. I explained to the tech that I told ***** and Vivint I'd sign an agreement but would not under any condition, give them my credit card number. He talked to his supervisor who said they had to have a credit card number regardless of what I had been told earlier and they refused to install anything without a credit card number. I told the tech to tell the supervisor I would be filing a BBB complaint and a complaint with the State Attorney General on false and misleading claims about free products and services without providing a credit card number. The tech was professional and it was not his fault.Business Response
Date: 09/19/2025
Vivint Account #: ********
Case #: CA-*********
To Whom It May Concern:
I 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 submit feedback on the sales representative. Mr. ****** has decided not to add a card or bank on file, which is a standard onboarding process.
Mr. ****** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 09/22/2025
Complaint: 23902263
I am rejecting this response because: This is not a resolution on my part, but it appears to be a resolution in favor of Vivint. The rep I talked with was courteous but I'm not sure they understood my level of dissatisfaction with the Vivint rep who promised I would not need to input a credit card. They attempted to put some of the blame on *****, but to me, 100% of the blame rests with Vivint. Based on my experience with Vivint, I don't trust them regardless of what they promise. They broke a promise and I'm not convinced they won't do it again.
Sincerely,
**** ******Initial Complaint
Date:09/18/2025
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 am having a significant problem getting a refund from Vivint. I have cancelled their service May 2024. I have been getting their service. I have called the last 5 months and spoke to countless people to get reimbursed. I went to the extreme of canceling my credit card so I would no longer be charged. Each person says they will reimburse the money, but have not. Each time I call I spend over 30 minutes with no resolution. Each time I ask for a check to be mailed to me as the credit card is no longer active. They consistently give me our old address to mail the check (even though I have given them my correct address multiple times) I am frustrated and deserve correct information.Business Response
Date: 09/19/2025
To Whom It May Concern:?
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond. ?
In the complaint, Ms. ******** has requested a refund due to cancelling the account.
Vivints records shows the refund was a returned payment.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, ********************** is prepared to offer to process the refund in the amount of $71.83, pending account verification and acceptance by Ms. ************* lwc-f6gbo863ml="">
To resolve this matter, Ms. ******** may contact Vivints representative to proceed with the proposed resolution. Ms. ******** 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: **************, ********************** Executive Resolutions?
Sincerely,?
Vivint Executive Resolutions?Initial Complaint
Date:09/17/2025
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.
Salesman knock on my door selling home security systems so I listen and liked what show but when it came down to getting signed up I was told a price that I would pay and that part of it would go to the equipment that got installed and the other would go toward the service. And that in a five years my equipment would be paid off and I would own it. Today i get a call from a company out of Atlanta call Fortiva credit saying i own them a payment of 85 dollars and plus a late fee. So I called and told me it was for the equipment and I told them I pay vivint and was told part of my payment goes towards that equipment cost for the next five years. So now I have a credit card open in my name without my permission or knowledge until a month later maxed for 4000 grand. Vivint customer service told me they old collect money for the service but I was told different from the salesman and want that off my credit and want it how I was told from the beginning. That's not right and that's a bait and switch they should be responsible for that's 4000 grandBusiness Response
Date: 09/23/2025
To Whom It May Concern:
I 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 provide Mr ****** with clarity on the account. Mr. ****** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:09/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were told by the sales representative that Vivint would buy out my contract with ADT. The representative said; "Call ADT, get the payout amount, and he would bring the gift card the next day. The next day he comes without the gift card. He said it would come from the corporate office with in week. Never got it.i received an Email, saying that Vivint only gives up to 1000.00 dollars. I was charged by ADT 76.00 when i changed over., and I will be charged another 76.00 this month plus 67.00 dollars I have been charged for Vivint 's equipment and for Vivint service. Just received an email today , they only approve 1000.00 dollars.
I feel like I was lied to by there representative. Having to pay both ADT and Vivint has put a financial strain on me and my family. I was lied to from the beginning.Business Response
Date: 09/22/2025
Vivint Account #: S-********
Case #: CA-*********
?????? ?
To Whom It May Concern,
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond to her concerns.
In her complaint, Ms. ****** states that a Vivint representative promised a buyout of her existing ADT contract totaling $1,259.82. However, Vivint’s records do not show any documentation confirming that such an offer was made.
A Vivint representative has attempted to contact Ms. ****** via phone and email to assist with this matter. To help us better understand and resolve her concern, we respectfully request any supporting documentation—such as a text message or written communication referencing the ADT buyout.
In the absence of such documentation, Vivint remains committed to offering a resolution that may help alleviate the financial impact and allow Ms. ****** to focus on her equipment financing. Pending account verification and acceptance, we are prepared to offer one of the following options:
1- One-Time Credit
Apply a one-time credit of $395.68, equivalent to 8 free months of monitoring service.
2- Recurring Credit – 24 Months
Apply a recurring credit of $20/month for 24 months, reducing the monthly rate to $29.46, totaling $395.68 in savings.
3- Recurring Credit – 36 Months
Apply a recurring credit of $15/month for 36 months, reducing the monthly rate to $34.46, totaling $540 in savings.
4- Reduced Monthly Rate – 60 Months
Reduce the monthly rate to $39.46 for the full term of the agreement, totaling $600 in savings.
To proceed with the proposed resolution or to discuss further, Ms. ****** may contact Vivint’s representative directly. We remain committed to resolving this matter respectfully and fairly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043?, or fax number: (801) 765-5759, Attention Department - Executive Resolutions?
Sincerely,?
Vivint Executive ResolutionsInitial Complaint
Date:09/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought the home security system about 4 years ago, and the system hasn’t worked a full week since we got it. There is always and excuse, software problems on their end, a buyout, all kinds of stuff. It’s ridiculous expensive and never works.Business Response
Date: 09/23/2025
Vivint Account #: *******
Case #: *********
To Whom It May Concern:
I have reviewed the information provided by Ms. *********** and appreciate the opportunity to respond.
In the complaint, Ms. *********** has provided feedback regarding her experience with the equipment not working since it was installed.
Vivint's records show a technician has serviced her equipment and suggested that if the problems persist, to replace the Smart Drive device.
A Vivint representative has reached out to Ms. *********** and a resolution has been agreed upon. At this time, Vivint has agreed to replace the Smart Drive at no cost to Ms. ***********. A Vivint representative has attempted to reach out to Ms. *********** again to assist with account changes and offer to apply $10 off her Vivint monthly monitoring for five months. Alternatively, Vivint is prepared to apply a credit of three months of Vivint's monthly monitoring, pending account verification and acceptance by Ms. ***********.
Ms. *********** may contact Vivint’s representative directly if there are any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 3401 Ashton Blvd, Lehi, UT 84043, or fax number: (801) 765-5759, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
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