Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Vivint Smart Home has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

The 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:Billing Issues
  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 Legal

  Customer 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 Legal
  
  

  Customer 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:Service or Repair Issues
  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 Legal
  
  

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  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 Legal 

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  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 Legal

• Initial Complaint

  Date:01/05/2024

  Type:Billing Issues
  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

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  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.

  My wife and I moved into a house with a vivant hub already installed. So upon moving in we reached out to them to set up service. We were told that it was very easy to cancel by this man. He also set up everything wrong and it did not work. We talked to customer service and they said they would send something over to fix it and we were under warranty. When they sent someone out we had to pay hundreds of dollars for a new panel. Our door locks quit working and they said they would send new ones that never came after continuous calls. We finally decided we had enough and paid off our equipment loan in full and called to cancel. We had to call multiple times and they never canceled service. We were told to send an email to customer service and then it would be canceled. Called again and they said everything was good. However, after reviewing expenses for year-end we noticed that they have continued to charge us fraudulently. I tried to call once again tonight and was hung up on.

  

  Business Response

  Date: 01/08/2024

  January 8, 2024
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129
  
  RE:    Consumer Complaint Case #: ********
             Complainant: ***** ****** 
             Vivint Account #: *******
             Date of Agreement: June 23, 2020
       
  
  
  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 cancel the Vivint monitoring account effective January 24, 2023, and to provide a refund from that date forward. 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 Legal
  
  

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The equipment is substandard and fails often. I have called Vivint multiple times and nothing has ever been done about it. Vivint continues to send someone to my house and two days later its the same story. The equipment is faulty and Vivint wont accept it or replace it.

  

  Business Response

  Date: 01/10/2024

  January 10, 2024
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 21100655
   Complainant: ****** Verma 
  Vivint Account #: ********
  Date of Agreement: October 17, 2023
  
  To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contacted ************** 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 Legal
  
  

• Initial Complaint

  Date:01/04/2024

  Type:Product Issues
  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 Vivint since 6/2021. 6/4/2022 I moved to my current house. A Vivint tech said that the smart home thermostat was to stay installed at my prior home and they would provide me with a new one for my new house. On 06/18/2022 a technician came to my new home to install the control panel, 3 cameras, and thermostat. The tech installed the control panel and the doorbell camera. He didn't install the 2 remaining cameras and he didn't have a thermostat with him to install. For 15 months, I attempted to get Vivint on the phone to install the remaining equipment. I was not able to set up an install time during these previous calls. I continued to be charged the same monthly amount of $____, even though I was only receiving two out of the five services I was supposed to be. 10/10/23, I scheduled an installation date and time for the remaining equipment. I was told I would not be charged for the installation due to the previous issues. 11/2/223 a tech came to install the 3 units. He installed the cameras but could not install the thermostat because it was "not compatible". On 11/3/23 I received an email from Vivint stating that my monthly bill would increase because of the installation. On 11/7/23, I was told there was no record stating my installation fee would be waived. I was finally transferred to ******** in ******* Services, who spoke with her supervisor **** who was able to request a reimbursement of $91.92 for the installation fee. They also agreed to an additional reimbursement of $379.99 because I was charged from 6/4/22 to 11/3/23 for two cameras and a thermostat that were not installed. 11/10/23 I received an email from Vivint stating my request was approved and I would be receiving a check in the mail in ***** business days. As of today, I have not received a check. Today, January 4, ****, I spoke with ******** in the Customer Loyalty Depart who told me the email was for a credit of $91.92 for the install. I was denied the $379.99 with no reason.

  

  Business Response

  Date: 01/10/2024

  January 10, 2024
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #:21058722
   Complainant: **********************;
  Vivint Account #: *******
  Date of Agreement: July 8, 2021         
  
  To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
  
  A legal representative from Vivint has reached out to ************************ via phone in an effort to address and resolve the current issue. Vivints records show that a refund in the amount of $379.99 has been issued to ************************** card ending in 2774. 
  
  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 Legal
  
  

• Initial Complaint

  Date:01/04/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On several occasions Vivint chang** my account incorrectly. The first time it happen** I op-** out of the automat** payment. I paid my fees manually on the 18th of each month. In November I purchas** an indoor camera, (which I will be returning). At this point my account was up to date, I paid my last fee on 11/18, but they debit** my account twice on 1/04 for $62.84. First, how and why are they still d**ucting from my account when I op-** out a few months prior? The camera was already paid for because I didnt want installments. I call** to cancel because at this point I had enough of the lack of service. I was transferr** a few times, hung and hung up on. When I finally got someone to help he too 2 hours with a lot of running around. Finally he told me that he couldnt cancel it until I had a zero balance and would ne** a letter. I was plac** on hold yet another time, finally he came back and said he would have to send an email to someone else for them to send a return label for the camera. They start** charging a monitor fee for a camera that I never install**. At the end he said I would still owe $10. FOR WHAT?? Seems they are trying to keep me lock** into a payment. How can I cancel?? My next step is to contact a lawyer.

  

  Business Response

  Date: 01/11/2024

  January 11, 2023 
  
  
  Better Business Bureau of **** 
  3703 ******** 
  **************, **** 84129 
   
   
  RE:   Consumer Complaint Case #: 21099055 
            Complainant:  **********************;
            Vivint Account #: ******* 
            Date of Agreement: 12/18/18 
  
  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 cancel ************** account, reverse the charges for the camera once it is received, waive any past due amount and the 30-day cancellation period. ************ 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 Legal 

• Initial Complaint

  Date:01/04/2024

  Type:Service or Repair Issues
  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 Vivint for 6 years now, I honored my contract even though I was not completely satisfied with the service. I called for cancellation of service in early November; Vivint Sales representative promised me to update my devices and sold me another package. I double checked on this promise since, I thought it is good. I also confirmed that my devices are 6 years old and are also using very old technology. He also arranged the Vivint technician service but to my Suprise, when the technician came home, he said that since devices are not eligible, Technician also agreed that some devices are broken and not working but he is not having authority to replace them. As I know technician confirmed that Vivint is using security devices which they discontinued several years ago at my home. I am paying at lot of money for my home security and not having proper Secuity. he asked me to contact Vivint, but they would not update the devices replacement as promised. It appears that Vivint sales reps false promising to boost their sales and customers are left with no option. in my case, I am using decade old security panel. I would urge BBB to help me to resolve this issue. Thank you ******

  

  Business Response

  Date: 01/10/2024

  January 10, 2024
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 21088458
   Complainant: *************************** *********** 
  Vivint Account #: *******
  Date of Agreement: May 4, 2018
  
  To Whom It May ***************** have reviewed the information provided by ****************************************************** and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contacted ************************** 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 Legal
  
  

  Customer Answer

  Date: 01/16/2024

   
  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 as far.

  let me se,if this is what they will deliver. 

  
  
  Sincerely,
  
  **************************************************