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
- 8,420 total complaints in the last 3 years.
- 2,971 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/07/2024
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 had Vivint since 2019 and I was 6 months away from paying off my loan. On 11-30-23 a sales rep came out and discussed that the reason our system was lagging was because the cameras were outdated. After discussing this my husband and I agreed that we needed new cameras because had a new baby on the way and wanted to feel more secure. I spoke with ******* he said that if we agreed to the new terms and line of credit our old line of credit would be cleared that we would no longer have the old loan payment from when we were first financed the equipment since this was a upgrade. We would just pay for the new finance. On 12-08-23 on the day of install the tech told us we don't even need new equipment but that our Panel needed to be updated. By this time it was too late and the 3 day period to cancel had already passed. FYI Our Tech was great! Fast forward its time for the new statements and invoicing and I reach out to Citizens and they tell me that Vivint never notified them that this was supposed to be a pay off. So I now I have two loan payments and the only reason I knew is because the old one attempted to take out of my account. I've been with them for years and the sales reps are some of the most dishonest people I have ever dealt with. If I had to pay I wish it would've been brought up, upfront. I am currently on maternity leave and cannot afford extra payments right now. I would like the previous line of credit cleared like Vivint promised.
Business Response
Date: 01/11/2024
January 11, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21109610
Complainant: *************************
Vivint Account #: ********
Date of Agreement: July 6, 2019
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 forgive the remaining balance on the equipment loan with Citizens effective December 8, 2023. **************** will remain responsible for the equipment line of credit with Citizens for the upgraded equipment. **************** 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:01/07/2024
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 year ago a man came and set us up with vivint and never told us about a contract that would last five years was advised we could call in and cancel at any time and wasnt told if there equipment didnt work that we would have to pay to replace it and we have had a problem almost monthly on equipment and was never told that we would have to pay for item when the new one was sent to us like fire alarm the back door alarm sent twice because it didnt work and we had a repairman have to come once due to panel not working and now im told its ***** for a repairman to put in there equity we cant put in our self they are very deceiving in the way they set things up for people as a friend i referred has had the same problemBusiness Response
Date: 01/10/2024
January 10, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21109422
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: May 11, 2022
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 send a technician free of charge to address any system issues she is experiencing. **************** 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:01/07/2024
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'm having a drastic issue with Vivint smart home security I cannot access my account I cannot access my billing information I cannot access it to see whether or not what's my bill what's going on with my bill and how much my bill really is they have decided to block me from having access to my bill I cannot pay my bill but yet they keep telling me that I can pay them $170 for a bill that I cannot even see have access to verify that this is the bill amount or anything I have discussed this now with several people even today I spoke to ***** and he spoke to his supervisor supposed to be ***** who would not get on the phone with me who would not speak to me in person or nothing she just relayed messages through him stating that she would not be able to get in touch with me nor talk to me in reference to it she'll have somebody call me within 24 to 48 hours this is not good business practices it's disgusting to also the other day a couple of days ago I spoke to a gentleman by the name of h-e-b-y and he he didn't seem like he understood what was going on and was reading from a script instead of actually being concerned with my situation or what I was discussing then also he had a supervisor her name was s i l m a x is what he said she had nothing else to do once again these people have no empathy concern or anything she even had the nerve like I told her I've been sick and I've had health issue she had dinner to say what if you paid your bill we wouldn't have this problem that's not about the issue the issue is me trying to pay my bill and being locked out of my account so therefore with the poor customer service the disrespect and the idea of being held hostage for my account so I can't even see what my accounts really is this to me is a situation that I can no longer deal with with Vivint smart home security I would rather this situation between the two of us be terminated equally terminated vivnt has to mant fraudulent lawsuits against them for me 2 trust them no moreBusiness Response
Date: 01/14/2024
January 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21107995
Complainant: *************************/Branch
Vivint Account #: *******
Date of Agreement: 4/10/20
To Whom It May *********************** have reviewed the information provided by *****************************/Branch and appreciate the opportunity to respond.
In his complaint, ************** states that he cannot access his account or billing and has requested to speak with a supervisor and still has not spoken to one.
Vivint offers on of the following:
1.) Vivint agrees to give ****************** a credit of $50 for his monitoring fees for February and $50 for March if ************** wishes to make payment arrangements for his outstanding balance and to reinstate his app within 48 hours of receiving his successful payment.
Or
2.) Vivint agrees to cancel ****************** monitoring service once ************** pays for the remainer of his equipment loan. Vivint agrees to waive the early termination fee and the remining 16 months of his agreement once successful payment for the equipment has been received.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 4/10/20with an initial term of sixty (60) months which states You understand that we may stop or suspend monitoring for any reason if you do not pay the charges for the equipment or fees for services due to us, after we have given you notice that we are canceling or suspending service because of non-payment. ********** is cancelled or this Agreement is terminated for any reason, you authorize us to remotely disconnect the communications/system software and disconnect your System from our monitoring equipment. ********** is suspended because you have failed to pay the services fees set forth herein or the charges for the equipment, and you ask us to reactivate the System, you will pay, in advance, our then-prevailing reconnection fee.
Vivints records indicate that ************** was delinquent with payments and was given a fresh start on 8/25/20 with Vivint paying $371.46 and ************** paying $98.94. Vivints records indicate that ************** was delinquent with payments and his account was cancelled and reported to a third-party collection agency on 2/26/21. Vivints records indicate that Vivint gave ************** a credit for $644.32 for his outstanding payments and fees and ************** paid $266.99 to reinstate his account.
Vivints records further indicate that ************** was delinquent with payments and given notice via, mail, text and email, panel and app in July, Aug, and Sep that he was 30 days past due. Vivints records indicate that ************** was given notice in Oct that he was *********************** Nov that he was 90 days past due. Vivints records indicate that Mr. **********;was notified that he was 120 days past due and that his app would be suspended within 10 days if he did not contact Vivint to make payment arrangements. Vivints records indicate that ************** did not reach out to Vivint until after his app was suspended but did not make a payment and declined payment arrangements.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Despite the information stated above, Vivint has agreed to the above resolution and ************** may contact Vivints representative directly if he 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 LegalInitial Complaint
Date:01/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had services at my home in North Carolina for years. Most of this time my equipment didn't work. Every time I called they offered do it yourself fixes that never worked and they refused to send a tech out to fix it. I was moving and didn't want to keep my service. I had to pay off the equipment loan which I did. Then when I tried to cancel my account it was nothing but a run around. I had to end up emailing them to start a cancelation process and then was told it would take 30 days to cancel my account. All of this took place in August 2023. We are now January 2024 and I have received an email from a collections agency saying I owe over $500 to vivint on an account that was cancelled.Business Response
Date: 01/12/2024
1/13/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** ******
Vivint Account #: *******
Date of Agreement: 9/25/2020
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to close the account with collections. Ms. ****** has
no further obligation to Vivint. Ms. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/12/2024
Complaint: ********
I am rejecting this response because: the account was supposed to be closed back in August and I am just now receiving a bill this month (January) for when this should have been closed already on top of now collection agency wanting over $500 for it. This is not something I owe when the account was said to be closed! I am attaching a photo of the original email with the date of when this cancelation request was put in.
Sincerely,
*** ******Initial Complaint
Date:01/07/2024
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.
In February 2021 I began using Vivint Smart Home. I am in the ******* and was transferred to a different state so I had to rent out my home. Numerous attempts to change the contract over to my renters failed and now the new owners. I sold my home in Feb 2023 and to this day continue to be harassed by emails from Vivint and now a Debt Collector saying I owe $918.24. My understanding from them is that I should never been charged. I would like help in getting resolution to this issue. I feel as though they are holding me hostage to charges that should never have been charged to me. I paid off the equipment when it was first installed and much of the paperwork I do not have anymore since I have sold my home already. I called Vivint MANY times over the past few years and have gotten the run around as they seem to not know who to refer the case to and my last call claimed that all should be cancelled and charges taken off. Despite multiple calls, as stated above Vivint referred my account to ****** Asset Solutions and they billed me $918.24Business Response
Date: 01/11/2024
January 11, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21107660
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: April 8, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account from collections, leaving the account closed. ************* has no further obligation to Vivint. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/11/2024
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.
Sincerely,
***********************Initial Complaint
Date:01/07/2024
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.
Sold house in ******* and sent all appropriate cancellation paperwork in to Vivint. They acknowledge they have the paperwork. They continued to bill service on 11/24 and 12/28 even though service cancelled on 11/10. I have spoken to 8 service representatives who admit paperwork present and promise that the service is cancelled and that I will be receiving a refund of around *****. I have stopped the auto withdrawals and **** of America is doing a fraud investigation. However now I am being told I owe them 68. for last two months and they will be charging interest. Also saying I have a payment due 1/24. I am at my **** end with the company. All they do is lie. I know from reading your complaint log that I am not the first one to experience this. I need help. Thank you.Business Response
Date: 01/12/2024
January 12, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21100655
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: April 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 in an effort to address and resolve the current issue. ************************ is encouraged to reach out directly to ********************************** / ************) with any further questions.
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: 01/12/2024
Complaint: 21107305
I am rejecting this response because: I have not received the reimbursement. I will accept once the reversal of payment is complete.
Sincerely,
*******************************Business Response
Date: 01/18/2024
January 18, ****
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21100655
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: April 23, 2019
To Whom It May ***************** have reviewed the additional information provided by ******************************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************************ via phone in an effort to address and resolve the current issue.
Vivints record indicated that on January 4, ****. Ms. *********** bank returned a payment of $68.68 to her. ************************ confirmed that this money was returned to her by her bank on January 11, ****. However, this left Ms. *********** Vivint account with a past due balance of $68.68 that was then waived on January 11, ****.
Ms. ********** now has a zero balance on her Vivint account and has already been issued a returned payment from her bank of $68.68. No further refund is warranted at this time as Ms. ********* has been made whole by her bank and Vivint has credited the amount owed on her account.
************************ is encouraged to reach out directly to ********************************** / ************) with any further questions.
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: 21107305
I am rejecting this response because: the fraud department of BOA issued the ***** refund. Vivint needs to pay the bank back. I received an email on the 13th of January from Vivint indicating the refund was on the way. If I inform the bank that Vivint has just waived the charges, then the bank will take the ***** back from my account. Then I will be out of that amount of money in my account, the bank will have their money back, and Vivint will not have credited anything to me. I made the two payments in question, the fraud department waived those payments waiting for Vivint to credit that money back to my account. Why cant ********************** understand that. The so called legal representative from today is the same woman who said last week the refund would be issued. Vivint is supposed to contact the fraud department at BOA to rectify this. They need to stop badgering me on the phone.
Sincerely,
*******************************Initial Complaint
Date:01/07/2024
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 regret having to file a complaint. This is the 2nd time. The first issue was resolved and was assured it wouldnt be a future problem. I purchased a camera a few months ago to upgrade my system. A week later, the camera moved and is now being blocked by a roof. Ive called several times for an appt with no returned call. I finally was able to contact an agent last week and had an appt for Saturday. I never received a confirmation call from technician so I called Vivint at 8am before our scheduled timeframe. I was told the agent prior never scheduled the appt and there are none available for the rest of the year. This is unacceptable. Im still paying on a very expensive camera, the tech installed wrong and its useless to me. Additionally, Im having issues with the other cameras not working properly. I attempted to troubleshoot to no avail. The tech today was also supposed to look into this problem. Im not sure what to do at this point as I was guaranteed excellent customer service and tech support. Thank you BBB for you ur assistance resolving this matter.Business Response
Date: 01/10/2024
January 10, ****
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21107264
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: September 25, 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 provided a technician appointment for January 24, ****, to resolve any system issues **************** is experiencing. **************** 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:01/05/2024
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.
Weve been contracted under ******** services for about 3 years and have reported non-services and faulty equipment almost immediately after installation. Their process is extremely challenging to cancel, and they lock you in with their equipment financing. Our home is over 11 sq ft and their wireless equipment is not designed to cover a home this large, as confirmed by multiple technicians ******* sent out, and also independent providers we called to take a look at our problem. Yet and still, they continue to tell us that they had to trouble shoot, even charging us an additional $9.99 monthly maintenance fee that they said was needed because of how often they had to service the home. They acknowledged through their records of how frequently our family was unprotected because their equipment didnt work. We spent countless hours on the phone and allowing strangers/Techs in our home to work on the system for hours, to no avail, with ALL of them leaving stating the same thing the house was too big for the equipment and there was really nothing they could do. When we called customer service all they did was sell us additional equipment that they said would solve the problem and didnt. While we were out of town, we did not have ANY security most of our trip and my wife was uneased, so we cut our trips short each time and came home earlier. When you call the company, you are on hold for 3 hours and then they try to tell you they have to send a tech out before they can do anything. They finally said they could see how much the equipment didnt work and agreed they needed to cancel the account, after 3 years of battling back and forth. They also acknowledged that the techs notes have been clear in the house is too large. Their business practices are extremely unethical in that they require you to have so many visits before you can cancel and then they place you on hold for hours. They make it hard to do anything and they send customers through hoops for everything. They dont care about your safety only your payment. Their customer loyalty center only emails you when convenient for them. We have wasted, time, money, and been extremely inconvenienced. In an email I can provide they told us in lieu of compensation, we could keep the equipment as they acknowledged the equipment hasnt worked, and they wanted to do something for us but their policy is no refund after 2 years which by the way we could have gotten had they cancelled the services when we first started reporting the issues, they would allow us to keep the equipment free of charge and we could just sell it to get our money back. Then we get an email stating they will no longer honor that. If they are not going to leave the equipment, they need to compensate us for making us pay for years of equipment that we reported didnt work. Every time you speak to someone you get a different story and a different answer. An email can be provided about keeping the equipment if needed.Business Response
Date: 01/12/2024
January 12, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21106169
Complainant: **************************************;
Vivint Account #: *******
Date of Agreement: 5/26/20
To Whom It May *********************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
In her complaint, *********************** states Customer states that he has been with ********************** for 3 years and has reported faulty equipment since installation. He claims that technician went to his home and told him that his house was too large for the wireless equipment and not designed to cover a home that large. He claims he spent countless hours on the phone and with representatives and technicians who all said the house was too big.
Vivint agrees to cancel Mr. ***************************;account, provide a refund from April 2023 and forgive the remainder of Mr. *********** equipment loan.
Vivints records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on 5/26/20 with an initial term of sixty (60) months. Vivints records indicate that ************************ called on 10/7/21 regarding 1 door sensor which was replaced free under warranty. Vivints records indicate that there were no other equipment calls from ************************ until April 2022 when he purchased an additional outdoor camera which was installed on 4/16/22. Vivints records indicate that ************************ called on 12/7/22 because a camera was offline. A technician resolved the issue on 12/15/22. Vivints records indicate that ************************ called on 4/5/23 with camera issues and a technician resolved the issue on 4/10/23. Vivints records indicate that ************************ called regarding camera issues on 7/24/23. A technician resolved the issue by replacing an ethernet cable that had been damaged. Vivints records indicate that ************************ called to cancel on 10/2/23 claiming that he had too many problems. After declining all offers of help, ************************ was offered Vivints last chance policy which allows early cancellation without penalty and forgiveness for the remaining amount of the loan, if a technician cannot fix the issue or if 4 technicians go out within a year for the same issue. Vivints records indicate that a technician went out on 12/6/23 and resolved ************************ issues and explained that his camera issue was a Wi-Fi issue. Vivint had added 5 wifi extenders, POEs and an extra router. There was nothing wrong with the equipment or the wireless sensors, but Vivint could not guarantee that the cameras would not go offline as it was not an equipment issue. On 1/2/24 Vivint agreed to allow early termination of Mr. *********** Agreement and to forgive the remainder of the equipment loan once the equipment was removed from his home. Vivints records indicate Mr. *********** equipment was removed on 1/9/24, his account was cancelled, and the remainder of his loan is being forgiven as promised. Vivints records indicate that ************************ was issued a refund of $120.21 on 1/9/24 and that Vivint is processing an additional refund of $250 for a total refund of $370.21.
A representative from Vivint has reached out to ************************ in an effort to resolve this matter. Despite his equipment being fully functional, Vivint has agreed to the above resolution. ************************ has no further obligation to Vivint and may contact Vivints representative directly if he 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 LegalInitial Complaint
Date:01/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased Vivint service equipment Sep 3, 2020. My service address account number is ********* and my equipment account number is **********. My equipment is faulty, intermittent and Vivint takes payments each month but refuses to fix the problems with their equipment. I purchased cameras, sensors and motion detectors. My equipment began to be faulty after only one and a half years of use and I have called several times to no avail. I purchased an additional camera from Vivint in ****************************** 2023 not even 24 months of having the camera and I was told by Vivint it was outdated and they could no longer service that equipment and I would need to purchase a new camera. They willing sold me a camera knowing it would be outdated in less than 2 years. My doorbell camera and doorbell are both sporadically offline consistently and intermittent along with the backyard camera constantly going offline. I have called Vivint several times requesting service for those concerns to no avail. I was told it had to be my internet connection of which is not true, I've called my internet provider and my service is not the issue and never has been. Vivint has asked ME to go into the attic to look at their equipment powerlines and cords, my backyard and all around the house as they sent me on troubleshooting missions to try to fix the problem while on the line with me, never once sending out a tech as I requested. I have spent several hours on the phone with Vivint representatives over the last few months with no resolution. I have called to no avail, the customer service is nonexistent, and when I called today and asked for a manager I was hung up on twice! I told the representative today, if I was unable to get the issues resolved after several attempts that I wanted to cancel my services. I requested to speak with a manager and was not allowed to do so. I was hung up on once put on hold and still have faulty equipment that I'm paying for.Business Response
Date: 01/11/2024
1/11/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21104768
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 9/3/2020
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** explained that shes experiencing issues with her cameras.
To assist ********************, Vivint is willing to send a technician to her home at no cost to attempt to repair the equipment.A representative has contacted ******************** via email to schedule an appointment.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/05/2024
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 sold my home in July of 2022 and called vivint to have my account put on hold and to ask what I can do with my equipment. I was send an email on how to take my equipment down and was told that my account was going to be placed on hold. I just found out that I have been charged $40 every month since then for system monitoring. I called today to see why my account was never placed on hold and they said they have no record of the request. I offered proof of the move and they are not willing to work with me. I have to pay 50% of the remaining contract which is 4 months, however, they are not able to even send me my contract to check the dates.Business Response
Date: 01/11/2024
January 11, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21103569
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: April 6, 2019
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 forgive the remainder of the monitoring service effective July 1,2023, along with refunding all payments may directly to Vivint from that date forward. ************** has no further obligation to Vivint. ************* may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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