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
- 8,400 total complaints in the last 3 years.
- 2,987 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:02/21/2024
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.
Today on February 21, 2024 a sales representative from your company knocked on my door. He was quite aggressive about pitching his sales pitch. Even though I informed him I was not interested. He stated you don't even know who i'm with I said you're with Vivint. He then said have i by before and I said no , it's on your shirt.
However you guys have knocked on my door about three times in the passed week. Your salesman was quite aggressiveand and I had to tell him repeatedly that I was not interested.
I would like to inform you in your company and any and all of your employees that you are not welcome on my property.
I called your phone number multiple times and no one could get me in touch with a supervisor. It has come to the point where I feel like your company is harassing me, with door to door sales techniques.
please cease and desist from your harassing sales techniques. Your company nor any of your employees are welcome on my property.
Additionally , your company should truly have a way to file a complaint against your door to door salesman.
Business Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: ******
Date of Agreement: NA
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 provided the information given by Mr. **** to the proper management to prevent further interaction with Vivint. Mr. **** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/21/2024
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.
On November 21, 2021, I was promised new equipment by a Vivint Smart Home Salesmen. I had been with Vivint for over 5 years at that point and my equipment was failing. I was told that I can finance with ************** I was concered about a contract as I was on a month to month after a long 5 year contract with Vivint Smart home. The sales representative assured me that the only contract that I would be in is for the equipment. He told me as long as the equipment is paid off, I can cancel my service at anytime. He then stressed that the equipment had to be paid off. Never once did we discuss being in a monitoring service contract as I was on a month-to-month and didn't want to be tied to another long contract. He showed me his tablet in which he showed 60 months for the equipment to be paid off. He joked and said you'll be finished paying that off before then. Customers are not given hard copies of the any paperwork before they sign. They are only shown information on a tablet screen. This is something that has to change as it has created a lot of issues for customers of being told one thing and being roped into another thing. I believe these deceptive practices by Vivint Smart Home should be addressed as it is unfair to the consumer. I called today to cancel in which the representative was not forthcoming. I had to ask her to lay the chips on the table. She informed me that even if I paid off the equipment, I would be tied to the remainder of the contract. I was not aware that I was in a monitoring contract. As far as I understood from the saleman, I was tied to an equipment contract that was contingent upon payement in full to cancel my "month to month" monitoring service. I am disappointed and disheartened by these deceptive practices of a company that I have trusted. I would like a resolve as quickly and amicably as possible. Sales person: ******************************* (should be fired for lying)Business Response
Date: 02/29/2024
2/29/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21327066
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 7/7/2016
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 Ms. ******** account without penalty. ****************** 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: 02/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:02/21/2024
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.
Previous contract with Vivint was ending on January 16, 2024. Spoke to loyalty department to see what type of deals they had for a new contract on January 12, 2024. Vivint representative said that there would be a five-year contract $29.99 per month for 60 months and all equipment and install included. This included a new panel, a new doorbell, camera and eight new smoke/carbon monoxide detectors. My wife is the account owner but ** also on the account. The ********************** representative set up an appointment for a technician to come out on January 18, 2024. The paperwork was supposed to have been completed before the technician arrived, but Vivint said that there was an issue with sending it via email and to have the technician give us the paperwork. Once the installation was complete, the technician had me sign paperwork for the equipment even though Im not the account holder and offered for my wife to come home from work to sign. Basically about a week later I went onto the Vivint billing website and saw that $1463.44 was past due. This was my surprise, since I thought that there was no equipment charges in the deal that I worked out with the ************ on Jan. 12 2024 (recorded). After several hours speaking to several different agents, the issue has not been resolved. Yesterday (Feb 20) I noticed that money for the equipment came out of my bank. I called Vivint and they said that since I had automatic payment for my bills they could take that money out. Today they offered to lower the cost of the equipment to $800 total but Ill not get reimbursed for another seven days. Today I also called my bank Navy Federal credit Union to dispute the charge for the full amount. I am able to pay this equipment charge however, it is the principal that I should be getting what I was told. I would like to request that the equipment charges of $1463.43 be refunded and for Vivint to honor the $29.99 per month of monitoring service for 60 months that was agreed-upon on the call.Business Response
Date: 03/01/2024
March 1, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21326558
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 1/16/23
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 partial refund for the equipment. ******************** 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: 03/01/2024
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:02/21/2024
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 began w/ Vivint May 2019. I first contacted Vivint about concerns the system was not properly working November 2019. The cameras do not catch motion (with sensitivity turned up) or it will say motion detected but not record anything. The response I was given each time this was reported was that I needed to upgrade the equipment to something more expensive and had to pay for a technician to come out. I already am paying monthly for the equipment, as well as a service fee of $57.14 a month for a service that is not working. Since November 2019, the issue of the system not working was reported three times with each having the same response - pay to upgrade system. In 2021, a technician came out and replaced the backyard camera with a new one. It did nothing. Still same issue. Doorbell camera doesn't record most of the time. I had to set it to record when the door gets open to closed to catch things, but that doesn't catch if somebody is messing around on my porch. Further, if we actually SET the alarm, it goes off randomly in the middle of the night. Terrifying. We have not used the alarm to set in probably over a year because it goes off randomly.I have asked to get out of the contract, which I'm told ends in May 2024, but I'm told I have to pay a fee as well as the equipment off. This system has never worked. This is fraud. You give people a system that doesn't work and then ask for more money to fix it. This is illegal. At this point, I'm asking to be taken out of the contract without any fee for service or equipment, as well as a refund for what has been paid for the last year.This escalated because we have now had an incident with a neighbor 2/11-2/12/2024 where he came in our yard and turned off our water. Nothing was caught on camera. Cops came and asked to see our footage. NOTHING. Cop coming in the yard wasn't even being caught by camera. Now we definitely feel unsafe w/ a security system that doesn't help. You can see video of cop at door 2/12 at 1am.Business Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21326467
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 23, 2019
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** via phone to resolve their concerns. For any additional questions or concerns regarding this issue, ****************** 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:02/21/2024
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.
This system was installed at my home. Within a year of installation my door cam was not working and neither were the monitors. I had stopped paying due to malfunction. I paid the bill and things started working but shortly after it stopped working again. They informed me I needed a new door cam for $500. At that point I chose to cancel services. To date they continue to bill me. I was not set up for auto pay but they still went in and withdrew funds.Business Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21325509
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 18, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she stopped paying Vivint due to the equipment malfunctioning. ******************** states that she paid the bill and things started working but shortly after stopped working again. ******************* states that she was told she needed a new doorbell camera at a cost of $500. ******************** states that at this time she requested to cancel her service, however, she continues to be charged, and payments taken even though she is not on autopay. ******************** desires a refund in the amount of $375;charges accrued after cancellation.
A Vivint representative has reached out to ******************** in an effort to resolve this matter via email. After reviewing the account, ********************** has determined that no refund is warranted, however, Vivint has offered to forgive the remainder of the twelve-month term originally agreed to.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on May 18, 2023, for a twelve-month term. On July 17, 2023, ******************** called unable to log into her online account center.The email being used was not the one listed as a user on her panel. Once updated, ******************** was now able to access her online account center and her mobile application. October 4, 2023, ******************** called regarding the status of her account making a promise to pay. October 20, 2023, ******************** called regarding an issue she was having with her doorbell camera not having power. Troubleshooting was completed and ******************** was offered the chance to upgrade her doorbell camera with a cost. ******************** was also advised of a past due amount on the account. ******************** called back to make payment and was transferred to the automated system to make payment. On January 31, 2024, ******************** called about her service not working, she was informed about her account being past due, however, she refused to make a payment. February 2, 2024, ******************** was called about the account status and the call was disconnected. February 14,2024, Vivint debited two payments from a card that had been used to make a previous payment and was active on the account. The account was removed from autopay on October 20, 2023. As per Section 2.5 of the Agreement: Payment Authorization.You authorize Vivint or its assignee(s) to make electronic fund transfers from your bank account or charges to your credit card account (the electronic payment)in the amounts identified above as your monthly services fee, equipment charges, down payment, installation payments, installation fees, plus any applicable taxes and including all past due amounts, trip fees, service fees or amounts which may accumulate in the arrears according to the terms above and the conditions of this agreement.
To resolve this matter, Vivint agrees to the resolution of as stated above. ******************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Contract ended November of 2021 with no renewal because of the poor product. Got verbal confirmation on canceled service. Billing continued for no services provided for 6 months without any notification. Company has been horrible to work with since day one.Business Response
Date: 02/26/2024
February 26, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21322315
Complainant: ******************;
Vivint Account #: *******
Date of Agreement: October 19, 2017
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In his complaint, ************ explains that his contract ended in November 2021 with no renewal due to poot product, He further explains that he got a verbal confirmation on cancelled services, but he was still being billed for 6 months without any notification. ************ desires a billing adjustment.
At this time, Vivint agrees to cancel Mr. ***** Agreement and remove his account from collections.
Vivints records show that ************ signed an Agreement in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A notice of cancellation was not received, however, Vivint will accept this complaint as Mr. ***** notice of cancellation.
Vivints records further show that ************ stopped making his monthly payments after January 3, 2023. As such, the account was cancelled for non-payment on June 28, 2023, and was transferred to an outside collection agency.
Despite the validity of this debt, Vivint agrees to the above resolution. ************ has no further obligation to Vivint and will not be contacted further by collections.
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:02/20/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We bought our home Jan. 12, 2024 and been in the home since 1-15-24. I called Vivint probably about a week after we bought it and asked them to turn it off as we did not want the service. I texted the former owner of the home and he advised me to call his ex which I did. She said she'd cancel. She did not. I called Vivint again to ask them if the former owners could see into our home with the cameras. He said if they had the password they could. I let him know I thought this was ridiculous that we owned the house yet they could see into it? Today we paid for an electrician to come to the house and deal with this system. When he left he must have done something as when I went out the back screen door the alarm system went off. It's so loud that i can see where someone COULD have issues with their hearing if listening too long to the sound,. We bought our home one month ago. We don't want Vivint. The company WILL NOT cancel the service in our home. When I call to have them turn it off they try to sell me their services. I have talked with the former owner who has been trying to cancel. I called her when the alarm went off today and she was going to try to cancel again she said. We paid an electrician to come today to turn off the system. When he left and I exited a screen door the alarm went off. I called Vivint and ******* was not helpful and indeed quite "snotty." He told me to pull it off the wall and pull the plug. Approaching the wall unit the sound was too loud to take my hands out of my ears. My ears are still ringing and painful. WHY IS VIVINT STILL OPERATING IN MY HOME? IT'S MY HOME NOW AND NOT THE FORMER OWNER'S. Truly, I cannot believe that this is fair? Are the cameras still working? Can the folks still see in our home? TURN OFF THIS SYSTEM, VIVINT!!! We shouldn't have to pay an electrician to turn it off. Ridiculous!!Business Response
Date: 02/27/2024
2/27/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21320820
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 9/15/2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains her frustration regarding the system that is installed in her home. ************** requests that Vivint turn off the system.
The referenced account has been cancelled.As such, the customer no longer has access to the system. In order to turn off the panel, there are two power sources that need to be disconnected. For more help,you may visit support.vivint.com.
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: 02/28/2024
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:02/20/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
i had vivint cameras and alarm installed at business in 2021 everything was fine until one of my cameras stop working that is supposed to be covered by there lifetime warranty. so I called them we tried troubleshooting over the phone and could not so they sent a technician. When the technician arrived he informed that there was nothing he could do because my cameras that where installed by a vivint tech were installed against regulations because they where to high over 12 feet and that my wires was exposed to the elements. So i have called vivint several times since the first tech came out trying to get the issues resolved. they keep scheduling tech that say the same thing that there is nothing they can do. I keep calling and never getting my problem resolved it is very frustrating to have a problem that there tech caused and they will not resolveBusiness Response
Date: 02/26/2024
February 26, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21320692
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 20, 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 was able to have a Smart Home Professional replace one of Mr. ***** cameras. Vivint has also created a home damage case requesting to have Mr. ***** cameras re-installed at the twelve-foot height restriction for future servicing needs. ************ 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: 02/26/2024
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:02/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In June 2022 I called Vivint to cancel my services. I had signed a 5 year contract in 7/2017.I was told I couldn't because the loan with Citizen One had not been off because there was a one year pause in payments during covid. I had to wait a year until it was paid off. When I tried to cancel in 2023, they verified the loan had been paid off but that I still couldn't cancel because I had signed another contract in June 2022 for 2 years. When I asked to see the contract, it was a contract without my signature.I only had 1 year to pay off the loan so that would have been I was eligible to cancel in June 2023.Business Response
Date: 02/27/2024
2/26/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21320525
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 7/22/2017
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 ******************** account. ****************** 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:02/20/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
July 28, 2023 sales rep *********************** #******. Went over what security cameras we needed. We told him we needed one above our back garage to pick up more. ***** said he'd be back next day to check it out. We told him we didn't want door lock. He said 3 ******** came with the package I said we need 5 total, I want 4 in house 1 in garage. He was sitting in our garage we said I have gas ************ water tank. ***** said yes you definitely need one out here. ***** said let them install everything today they'll be here in a few hours, I will come back tomorrow and check everything out.***** came back said yes you got to have the other camera on the back of the garage, just tell the installer that comes out to put ******** need the other camera put in also he will install door lock we told him we didn't want he said no problem. We told him girl installed ******** camera it worked. Another girl did the panel knocked out all our electric on that wall. He said no problem I'll get that fixed. Installer will be out in couple weeks to do everything else fix electric. After July 29 ***** would not answer phone or text. VIVANT sent text installer coming out no shows I called vivant 8-2, 8-7 8-8 3 times. ***** ****** he installed 5 smoke & camera door **** said no door lock. ***** another tech ****** fix back camera moved **** all ******** he re did everything. Still going out. He couldn't do anything with electric. Cameras not working right on our phone. No problem I'll send computer tech message get it fixed I'll be back in a week still no show. Since 11-7 got message on panel bill over due $1364. Called ******* supposed to find out why no call back. ***** spoke *** explained I was not to be charged 5 s/co only 2, camera $350. She went supervisor call back no calls ***** ******* supervisor call back nothing 11- spoke Victoria ********** $150 2****$99install=$599-$180doorlock=$419+tax7mths $70.0? Mth double charge equipment already charged. Nobody will return callBusiness Response
Date: 02/29/2024
February 28, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21315734
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 7/28/23
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, **************** states that she did not receive everything that was discussed prior to installation, equipment was missing, there were installation issues and the sales rep stopped returning her calls. She now owes more than she was originally supposed to be charged. She requests to cancel and return all the equipment.
Vivint agrees to cancel the remainder of Ms. ******* Agreement and equipment loan once the equipment has been returned to Vivint
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 7/28/23 with an initial term of sixty (60) months. Vivints records indicate that a technician went out to fix the doorbell camera on 8/9/23. On 10/5/23, **************** was given a $250 credit and a free month in a gesture of goodwill in response to the issue she had. Vivints records indicate that **************** had a technician install 5 smoke/co detectors and an outdoor camera on 10/10/23. Vivints records indicate that **************** had the cameras moved on 11/11/23 and a payment installment plan was requested to pay for the equipment. Vivints records indicate that the payment plan was approved on 2/14/24.
A representative from Vivint has reached out to **************** in an effort to resolve this matter. Vivint has agreed to the above resolution and **************** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/05/2024
Complaint: 21315734
I am rejecting this response because: I want a supervisor somebody who can straighten out billing equipment $$$$. I am being charged double for the same equipment I already paid for one piece of equipment I did not want charged for on equipment list. I have already tried to get at least 20 calls to get this straightened including 3-1 and 3-4 trying to get it straightened out I have a case # CA-155744779.We love the system I *** not want to cancel. I want to keep it. On November 11, 2023 ****** was supposed to come out he was still busy so his supervisor who actually came out he said co/smoke detectors we're installed in wrong places and most of them were smoke detectors not co/smoke he replaced everything that needed replaced and put them in the proper places. Back camera still having issues sometimes it works and sometimes it doesn't. Can't get nobody to do there job. Say they'll call me back with corrections it never happens. I call back in told I got it I'll call you back 3-5 days does not happen.
I got a email from *********************** with a phone number to call. I call **************
When I call it all I get is contact admin than hangs up.
I would like someone to call me that can get this straightened out. Everytime I call being transferred to 5 different departments still not getting this straightened out .
Sincerely,
***********************Business Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21315734
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: 7/28/23
To Whom It May *********************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivint agrees to send a technician to resolve ****************** camera issues and to work with her regarding her billing. **************** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/11/2024
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 lady with vivant is very thorough and helping me get this issues resolved.Yes I finally got someone to help me get this resolved. I can deal with one person not 20 different ones not getting this resolved. ****** needs to do something with sales representative to train them in making sure everything is on paper like it's supposed to be. Don't say they can do something giving you prices than they do not do there job it ends up in a mess like this has. Giving prices than sales rep doesn't follow through with it. That's totally wrong.
When you have a sales representative gives you prices and when something is going to be installed it does not happen rep needs to answer there phone & text messages not ignoring you. Never hear from him again. This is totally unreliable makes it look bad on company.
Billing sends a bill it needs to have everything explained in writing of what charges are not just a 4 dollar figure as a customer you have no clue as to what these charges are. That is wrong
Thank you so very much **** for helping me tremendously in getting this straightened out
Sincerely,
***********************
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