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
- 8,414 total complaints in the last 3 years.
- 2,972 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:01/14/2024
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.
Cameras and recorder stop working over the last 6 months. One of the cameras were installed by technician so high up its unreachable. Even after several resets on the ones I can reach, cameras and recorder modem, still not working. For the one thats to high to reach, vivint wants me to pay them $100 to have someone come out to service that particular one because Im unable to reach it. Even if I could reach it to factory reset, I did all factory resets and none of the cameras or recorder is working. Im currently paying for a service Im not receiving.
Business Response
Date: 01/19/2024
1/19/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21145658
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 7/14/2020
To Whom It May ***************** have reviewed the information provided by the customer and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to send a technician at no cost. A representative has contacted the customer via email to schedule an appointment. The customer may contact *********************** representative directly if they have 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:01/14/2024
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.
Vivint isn't fixing the security system to a working condition. I have tested with them on several occasions. Spending many hours with them over the phone. My house have had several attempted break-ins which frightens me
That is why I have a security system
They are now telling me that no system is perfect instead of doing what it takes to fix the problems
All I want is the security system to work
I feel like I don't have a security system. They get paid every month on time but their system isn't working
They don't seem to care.Business Response
Date: 01/19/2024
January 19, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: June 16, 2016
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** explains that Vivint is not fixing her security system to a working condition. Ms. ******** desires repair and contact by the business.
A legal representative from Vivint has attempted to contact Ms. ******* via email and phone to address and resolve the current issue.
Vivint’s records show that Ms. ******** signed a Purchase and Services Agreement with an initial term of forty-two (42) months. This shows a monthly services fee of $60.99, plus applicable taxes during that term. Vivint’s records show that Ms. ******** has contacted Vivint over 200 times since her installation. In addition, over 17 technicians have been sent to her home to resolve her equipment concerns.
If Ms. ******** is still unsatisfied with the services provided by Vivint, her account can be cancelled without penalty. For any additional questions or concerns regarding this matter, Ms. ******** is encouraged to reach out directly to (******************* / ###-###-####).
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 LegalCustomer Answer
Date: 01/21/2024
Complaint: ********
I am rejecting this response b
I'm definitely aware of how many Techni6has been to my home to only fix my equipment temporarily. Which weren't permanent fixes but they should have been. I'm also aware of the many hours that I've shot trouble with their support techs as if I worked for Vivnt. They have labeled my account to not respond and that's exactly what their doing! I'called in about my playback a week ago and the superv6Michael said he was creating a ticket for the fix I haven't heard from them yet! They never follow-up.Their representative called regarding this complaint on Friday 19-Jan-2024. I called her right back left vmail immediately she hasn't respond!ed!
They want me to leave because of their negligence
They have violated my civil rights with the documentation they have placed on my account which was verified by their own employees.
The uploaded video proves my inoperable equipment. They must have no intentions of repairing my equipment it seems from her response. I'm also under a diff6agreement now than what she put in her response
Sincerely,
***** ********Business Response
Date: 01/25/2024
January 25, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: June 16, 2016
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ***** ******** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Vivint has done all that it can to ensure that Ms. ********’s system is functional. If Ms. ******** is still unsatisfied with the services provided by Vivint, her account can be cancelled without penalty.
For any additional questions or concerns regarding this matter, Ms. ******** is encouraged to reach out directly to (******************* / ###-###-####).
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 LegalCustomer Answer
Date: 01/29/2024
Complaint: ********
I am rejecting this response because: In speaking with Tara from Vivint she wasn't interested in a resolution. She was very rude and was only interested in me cancelling my service! She didn't treat me as a customer. She was very threatening towards me. Her words and tone was very harsh. She continued to say how many calls for repair I had received and how many Techs had been to my home. She had no interest in getting to the root cause of the trouble. This is the response I've had from Vivint as if I'm just calling to be calling. I would not want to speak to Tara again. My account has been labeled to not send Technicians to my home and to treat me as if I'm not wanted and to go somewhere else as she has noted in her responses on several occasions. This is what Vivint does when there's so many calls if the service isn't working properly they label the account as if something's wrong with the customer and refuse to send Techs to solve the trouble. They don't recognize that every time a customer is calling to resolve the issue their spending hours and rearranging their schedule to try to get their system working.The good news is that two weeks ago I shot trouble with supervisor Michael from Vivint. He submitted a ticket because the trouble wasn't resolved on the call with him. On Friday (26-Jan-2024, Technician Jeremy called regarding the trouble on my Security System with my DVR Playback not working. He seemed to isolate the trouble. It seems that my Security System was getting shut off from Vivint's main office. He stated that he was going to put something in place where this doesn't occur in going forward. It's been 3-days and it seems that my DVR Playback has been working. Because I can't be assured that this won't happen again and the disrespect and rudeness.
I do remember a couple of the troubles that was fixed that the Techs in their support office saying something was shut office. Now I know exactly why the trouble was temporary working because DVR Playback was being Shutoff at Vivint Office.
I will be moving forward with my complaint outside of the Better Business Bureau. Everything about Vivint isn't bad! There are some good things about their service. For Vivint to label there customers because some of there Technicians aren't giving a 100% or detail to the ticket. I should not have been harassed and treated like go somewhere else.
Sincerely,
***** ********Initial Complaint
Date:01/14/2024
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 8/22/2023 I was in my home with my two small children. The alarm panel on the wall began beeping. This was a panel that was put in place by the previous homeowners. It was there when we bought the home in May of 2022 and we have never used or paid for the system. I went over the panel and attempted to disable it but as it has never been in my name, I had no code. The panel told me if I were to open my door an alarm would go off. At this point I called Vivint customer service for help. I was told the only way to get the alarm turned off was to put the system in my name (as the previous homeowner was on the account) so that they could change the alarm code. As I was trapped in my own home with my newborn and three-year-old I felt I had no choice. I expressed I did not want this alarm system. They stated I would not be held under contract and I could cancel at any time. I did sign whatever they sent to me as I was distressed, and it was taking hours to turn it off. Since then, I have attempted to call and cancel several times. In December I was told they saw in my account where it stated I was not under contract and that I would be cancelled. I then received an email saying my cancellation is denied as I'm under a yearlong contract. Since then when I call I am basically told that is too bad and that I have to pay over *************************************************************** to speak with a supervisor and they state they can only look up their own recorded phone calls "under subpoena" I would like the money I have spent back but mostly I just want out of the contract and to ensure that Vivint cannot do this to anyone else.Business Response
Date: 01/22/2024
1/22/2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21144889
Complainant: ***********************************
Vivint Account #: ********
Date of Agreement: 8/22/2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint has agreed to cancel Ms. ********* account. A refund of $308.97 has been issued as a check. ******************** 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: 01/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************************Initial Complaint
Date:01/14/2024
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 have been with this company for a few years now and never had a problem until I moved in June 2023. Once my equipment was moved to my new address, the playback to my system completely stopped working. I have had to call Vivint several times within the past few months. Since then I have had to troubleshoot the equipment several times and a technician had come out but nothing has been resolved. The first technician lied and informed his office the issue was resolved when he left it clearly was not because he could not even get the space monkey to properly sync. The last technician lied about fixing the issue just so he could leave early. He got to my home an hour early while my daughter was home alone and did not contact me (as I requested) so that I could be home. He proceeded to lie, informing me he ordered new equipment for me and after speaking with VIVINT reps, he never had even ordered the equipment. To this day, over 7 MONTHS LATER, I still do not have fully functional equipment. Each time I call nothing is handled or fixed, its a bunch of confused reps with no resolution but to May I place you on hold for just a couple of minutes-that must be a part of their script. Each time I call to cancel, the reps keep putting me on hold claiming they are trying to reach out to a cancellation rep in the midst of trying to offer me to stay with the company. This is the most unprofessional company I have ever worked with and I would never work with them again neither would I recommend VIVINT to anyone. I am not paying for the service again due to not paying for a service that is not fully functional. I have proof and documentation over the past several months. I have called to cancel but they have given me the run around but I have other ways that I am handling that matter. This company is a scam. Save yourself the time and headache because once you get in its hard to get out, but this time, you have crossed the wrong customer.Business Response
Date: 01/18/2024
January 18, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21143400
Complainant: Necole Suggs
Vivint Account #: *******
Date of Agreement: July 14, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide a refund of $249.99 to cover the Smart Drive that was purchased and to send a technician free of charge to resolve the system issues that ************** has been experiencing. If this matter is not resolved Vivint agrees to continue working with ************** to resolve this matter. ************** 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: 01/18/2024
Complaint: 21143400
I am rejecting this response because:
That is not the complete agreement. I would like the response to state the agreement that was made. The agreement was that if the technician comes out and the problem still is not resolved then I, will proceed with cancellation of my services per Vivint without penalty or fees. I did not say that I would like to keep working with Vivint to resolve this matter- I stated as noted clearly in the previous emails that cancellation would be the next and final step. Contacting a representative in the past has done absolutely nothing-the customer service department is incompetent when it comes to resolving issues and this why I have been in this predicament for over 7 months now. I asked that a representative contact me after the visit per the technician to see from ME whether the equipment is functioning properly so that if it is not, I can then proceed with cancellation. I will not agree with that response given. If this can not be done then I do wish to proceed with cancellation and the technician can be cancelled.
Sincerely,
***********************Business Response
Date: 01/23/2024
January 18, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21143400
Complainant: Necole Suggs
Vivint Account #: *******
Date of Agreement: July 14, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide a refund of $249.99 to cover the Smart Drive that was purchased and to send a technician free of charge to resolve the system issues that ************** has been experiencing. If this matter is not resolved Vivint agrees to the cancellation of ************** remaining Vivint monitoring contract without penalty. However, ************** will remain responsible for the remaining Equipment Loan and its associated fees. ************** 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: 01/25/2024
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:01/14/2024
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 moved out of the home I was renting in June 2023. I called Vivint and per their instructions also emailed my cancellation notice to them. They never stopped charging my card. I called again in October and then November and was assured each time it would be canceled. I changed the credit card expiration date and reported all charges to my credit card as fraud as well as placing a stop payment. The credit card refunded them but again, Vivint kept charging the card. At this point, it can longer be considered error on their part, but intentional theft and fraud.Business Response
Date: 01/17/2024
January 17, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21143361
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: August 31, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account of ************** effective July 13, 2023, and to provide a refund from that date forward. ************** 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:01/13/2024
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 had numerous false alarms with everyone involving bogus window sensor alarms faults. On January 3rd, I had an another false alarm at 0300 in the morning. This was the last straw so I called Vivint to cancel my service later on that morning. After getting transferred to several people and being asked over and over to explain why I wanted to terminate my service I was finally connected to a supervisor named Ashlyn G***. Mrs G*** talked to me and apologized for all the issues I have had in the past. She asked if there was anything she could do to keep me as a customer, I explained to her how frustrated I was and that I just want to cancel my service. After her looking at my account she told me that she would replace my Smart Panel, Doorbell Camera, Outdoor Camera, and all my sensors and that they could be out on the 13th of January to install the system. I finally agreed and asked Mrs G*** to send me a list of the equipment that would be installed. Well when she sent the equipment list out I noticed the sensors we agreed on being replaced were left off. I immediately sent her back an email and asked her about the sensors missing off the list. I never heard nothing back from Mrs G***. I had another false alarm on the 4th of January, so I called customer service to try and contact Mrs G*** again but no one would connect me to her. I was told they were emailing and messaging her so she could call me back. I called back on a total of 4 separate occasions to get in contact with Mrs G*** and heard crickets. Each time I was told she would call me back. I called back on 11th of January and spoke to customer service again and asked about the sensors that were missing off the equipment list. I was told that the Technician was sent a message and he would bring and install the sensors. Well on the 12th of January the day before install the installed texted me and I asked him if he got the message about the sensors being installed and he said he had. On install day the Tech up and was told that sensors were not getting installed. So needless to say nothing got installed I am paying for a service that they wont cancel. I tried to cancel my service today and they are closed until Monday but customer service is open. I believe this type of service to totally unacceptable. They promise one thing to get in the door and don’t deliver what whey agreed to on the phone. They clearly state they record all their phone calls so Mrs G*** agreeing to have my sensors replace should not be a problem finding. I would like to get the service provided that I was promised. Thanks in advance for all your help. I look forward to hearing back from you soon.
V/r
**** ******Business Response
Date: 01/22/2024
January 22, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: 10/13/17
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 work with Mr. ****** to either cancel or upgrade his system. Mr. ****** MRMMS may contact Vivint’s representative directly once he decides how he wishes to proceed or 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:01/13/2024
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.
Vivint have sold me faulty equipment. Vivint subject that I purchase new equipment from their company. I have contacted this company on several occasions in regards to this issue. I refused to payoff balance for this equipment do to this on going problem with this company. I've requested vivint to delete my bank account information from their system as well as STOP taking funds from my bank account. However, ******************** continue to go into my bank account in which case they withdraw funds on three different days in December 2023. As a result I was forced to report this company to my bank fraud department. In addition, a technician replaced equipment in my home in December but I was not allowed to use their app to control the system. Each time I call, I'm given a different story about fixing the equipment or I am rerouted to another department with no results.Business Response
Date: 01/19/2024
January 19, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21141678 Complainant: *************************;
Vivint Account #: *******
Date of Agreement: November 27, 2019
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. At this time, Vivint agrees to waive Ms. ******** past due balance of $386.84 and cancel her account without penalty. However, it is important to note that she remains accountable for her equipment loan with Citizens One.
For any additional questions or concerns regarding this matter, ****************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/13/2024
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 was advised by law enforcement to get security system to catch people coming and going in my home. Vivint was suggested as online sales. I previously had simply safe at 1/3 the cost and was sold on the additional monitoring which is what I needed. There is no monitoring just additional agents to read the same information from your panel. Holes are drilled in your home for connections that can be done under door strips because the system cameras are not hardwired!!! Damage to the house has been done! Hackers take the system offline every day and connect with different ip addresses that I can see and yet Im told the back and sees no errors. What is monitored if I can see what youre telling me is not happening. I want the amount I have paid into this system ****** / month since June 2022 and cease all future chargesBusiness Response
Date: 01/19/2024
January 18, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21140279
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 6/14/23
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 ************ account. ********************** agrees to forgive the remaining 53 months on her Agreement, forgive the remainder of her equipment loan and her $1363.95 early termination fee. ************ has no further obligation to Vivint, and 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:01/12/2024
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 vinit representative came and installed my system. After he got done he lowered my garage door and it it don't close instead it went off track and made my garage door come apart. I recently purchased this house a year and a half ago and had all inspection done. He denied ever doing anything wrong to my garage door but I noticed that the track had been moved. So far I've had this garage door that has been broken since he came and installed the system and I have yet to see anyone come out and repair it for me to it's working order.Business Response
Date: 01/22/2024
January 22, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:
Complainant: *** ***
Vivint Account #: ********
Date of Agreement: 8/1/23
To Whom It May Concern:
I have reviewed the information provided by *** *** and appreciate the opportunity to respond.
In their complaint, *** *** states that a Vivint technician installed their system. The technician lowered the garage door when he was finished, and the door went off track and the garage door came apart. He denied doing anything to the door, but they noticed the track had been moved. The garage door has been broken since the installation and no one has gone out to repair it.
Vivint offers to open a home damage case and have *** *** work with the home damage team towards resolving the issue.
Vivint’s records indicate that ******** ***** signed a Purchase and Services Agreement (Agreement) on 8/1/23 with an initial term of sixty (60) months which states “if you want Vivint’s assistance, you may contact Vivint through the Vivint app, online at www.vivint.com, via email at **************************, or over the phone at ###-###-####. Vivint may assist you in troubleshooting any problems. Vivint’s records indicate that Mr. ***** contacted Vivint on 10/3/23 regarding his panel being disconnected. A technician went out on 10/5/23 and found the wires had been cut. He resolved the issue by running new wires. There was no mention of a damaged garage door to the representative Mr. ***** spoke with on the phone and the technician was not asked to address the garage door. Vivint’s records indicate that there has been no communication withV ivint regarding the garage door or for any other reason. Vivint has reached out regarding the account that has been past due for 5 months, without success. Vivint’s records indicate that Mr. ***** was notified and given Vivint contact information, via app, panel, text and email, that provides a way to respond, that the account was past due on 9/7, 9/12, 9/22, 10/2, and 10/5 2023 and was notified on 12/5/23 that the account was 90+ days past due and the app was suspended.
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 Vivint’s representative directly if they have any further questions or concerns.
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:01/12/2024
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.
We have attempted to get security system serviced. We have done all troubleshooting and now service does not work at all. They said I would have to pay more a mouth or one time fee $99. They also tried to get my mom to upgrade cameras and paid more when she would not agree she was hung up. I spoke with supervisor and she told me she can't do anything I'm waiting on call back but they never call back. Then when asking about cancelling was told have to pay for that alsoBusiness Response
Date: 01/19/2024
January 19, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21139224
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: March 27, 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 agrees to schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same like equipment at no cost, refund the credit balance on the account in the amount of $496.96, and add Vivints Protection Plan at $9.99 per month, however, Vivint will offset that by removing the $5 ************* Fee so the account is only being charged $4.99 per month for the Vivint Protection Plan for the remainder of the monitoring service agreement. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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