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
- 8,431 total complaints in the last 3 years.
- 2,985 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:07/14/2023
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.
July 13th,2023 I have tried to get Vivint to repair my control panel on my system. I talk with a lady, who was a technician supervisor . told her my problem .She, replied that i should not have two control panels any way, I replied the salesperson approved it and the technician installed it with other items. one of the control panel broke and needed to be repair. She replied and there will a service charge, i interrupt her and said the salesman never said that. I am 79 yrs. old & will be 80 in 4 months. I was never told that I would be required to travel to the doorbell to perform different functions, which being hand capped I could not do. The salesperson was aware of my situation and made no attempt to share that information to me. If that information was disclosed, I would not have entered the contract. Being a senior citizen, I feel that I have been victimized. The salesman gave me the extra panel because my wife enters our home from the garage which is located downstair and having a control panel downstair would be convenient for her. Realizing my condition he included a glass breakage, three motion detector and a smoke detecter. I tried to reach out to the female supervisor but she was so upset with me having items which she felt I was not entitled to have, I told her to read my contract, her last words I would have to pay. I then call Citizens Consumer Loan Servicing only to be inform they are only the finance company and I would to deal with Vivint. Then both Company start sending me late notices and reporting me to the ************** . After getting harassing calls and email I call Vivint on June 21,2023,Mae, a supv. agreed to help after I paid. Still no service. Call Citizen 6/30/23 talk with *****, ***** and ********* a Supv. nothing they can do but she understands, she would call Vivint to try to help. July 12,2023 talk with *** and refuse to cancel according to contract with Vivint.
Business Response
Date: 07/19/2023
July 19, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20319995
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 6, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that on July 13, 2023 he contacted Vivint to get help with repairing the control panel. He states a supervisor told him that he should not have two control panels. He states it was approved by the sales representative and installed by a technician. He states he was told there would be a service charge. He states that he was never told that there would be a service charge. He states he feels victimized and that he was not fully informed. ******************** desires a billing adjustment, cancellation of the contract, and a refund of funds paid and correction to a credit report.
A Vivint representative has attempted to contact ******************** via phone and email in efforts to resolve this matter. Vivint offers a technician free of charge to go out and resolve the system issues ******************** is experiencing.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on May 6, 2023. Records show May 17, 2023 ******************* reported panel issues, it was explained to ******************** that there is only one panel in the home. June 21, 2023 ******************** requested a technician free of charge. July 12, 2023 ******************** made a cancellation request ,stating he was moving and did not need the service. Notes show that ******************** was educated on the system buyout information for Vivint and Citizens.
With the provided information Vivint offers a technician free of charge to resolve the system issues. ******************** may contact Vivints representative directly with any further questions or concerns in 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:07/13/2023
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.
Called Vivint for the 4th time to cancel my monthly monitoring charge. Reason being, the equipment does not work and the fire alarm goes off at random including in the middle of the night and once while we were gone and the fire department was on the way to our house. The individual I spoke with would not cancel and instead kept offering me to have a technician come to my house. I have done that 3 times. Last time, the technician couldn't stop the alarm from going off and told me to "stick it in the trunk of my car" so I wouldn't hear it go off. Vivint customer service rep finally agree to cancel it but someone else would have to do it. I have been on hold for 2 hours. I tried chat and phone calls but was told everytime, to call the customer service number I called. They are the only one's that can cancel.Business Response
Date: 07/19/2023
7/19/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *******
Vivint Account #: *******
Date of Agreement: 5/12/2017
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******* and
appreciate the opportunity to respond.
Vivint has agreed to cancel Ms. *******’s
account without penalty and waive the overdue balance. 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 LegalInitial Complaint
Date:07/13/2023
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.
May 10th, to present Defective product installed have been calling every other week in reference to the product with a temporary fix and then problem continues company not willing to fix the issues unless we pay them an additional $99 for technician to come out and then pay an additional $9.99 mo for ************Business Response
Date: 07/19/2023
July 19, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20317613
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 10, 2023
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, **************** explains that from May 10th to present, defective products were installed and they have continued to contact Vivint with no resolution. **************** desires a replacement.
Vivints record shows that on July 14, 2023, a technician was sent to ****************** home at no cost to resolve their equipment concerns.
Vivints records show that Mr. *************************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $57.14, and total equipment fee of $1, 267.46, plus applicable taxes, during that term.
Vivint agrees to the above resolution. Mr. ***** **************** may contact ********************************** / ************) directly if they have any further 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: 07/19/2023
Complaint: 20317613
I am rejecting this response because: my Alarm system is still not working properly even after the Tech told me that it was my internet issue. Inwhich I had a technician from my internet provider come out to check my modem he evn replaced my modem with a new one and
this still did not fix the issue with my doorbell camera. He also said that my doorbell camera issue had nothing to with my wifi. he checked it himself
Sincerely,and said that there was a clich in the doorbell camera itself or the app's program my wifi was working fine.
*************************Business Response
Date: 07/25/2023
July 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20317613
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 10, 2023
To Whom It May ***************** have reviewed the information additional provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** to resolve her concerns. Vivints record indicates that this issue has been resolved to ****************** satisfaction. **************** may contact Vivints representative directly if she has any further 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: 07/26/2023
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:07/13/2023
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 would like to end my contract with Vivint Home Security and for said company to remove any and all equipment installed in my home. Remove the equipment from my home and repay any debt with their provided lender Citizen's Finance. I desire a full refund of what I've paid to Vivint Home Security services; based on the grounds of mis-advertised products by and services by their salesmen. Any out-of-pocket expense paid by me (*************************) will need to be repaid.Business Response
Date: 07/19/2023
July 19, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20318062
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: May 25, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that that he desires cancellation and removal of the equipment. He states he desires a full refund of all payments made due to mis advertised products and services. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract without penalty or fees. However, **************** will remain responsible for the remaining equipment line of credit and its associated fees.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on May 25, 2021. Records show on November 26, 2021 **************** reported that he thought all payments were on one. Stating that he had to pay ************* $300due to it being behind and him being unaware of the bill. March 31, 2023 **************** requested cancellation of his account and was educated on the cancellation policy. April 3, 2023 **************** sent in the required Notice of Cancellation to cancel the account. June 29, 2023 **************** reported that he did not like the app and that he was having equipment issues. Notes show he declined all offers and was educated about the cancellation process and buyout information.
With the information provided Vivint offers cancellation of the remaining monitoring contract without penalty or fees. **************** may contact Vivints representative directly with any further questions or concerns in 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:07/13/2023
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 been trying to cancel this service for over 2 days bc the house we had it at we sold so now bc we can’t give a passcode to the agent the refuse to cancel so now there forcing us to have a service at a residence that legally isn’t ours anymoreBusiness Response
Date: 07/18/2023
July 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: July 3, 2017
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 they have been trying to cancel their services for over 2 days because they sold their home. She further explained that the agent refused to cancel and is now forcing them to have service at a resident they no longer own. Ms. ******** desires a cancellation email and a refund.
At this time, Vivint agrees to cancel Mr. **** ********’s account without penalty.
Vivint’s records show that Mr. ******** signed an Agreement in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A written notice of cancellation was provided by Mr. ******** on July 13, 2023, and his account was being processed for cancellation.
Despite the validity of this Agreement, Vivint agrees to the above resolution and Mr. ******** he has no further obligations to Vivint.
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:07/13/2023
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.
Cancelled our account a few days ago, after a lengthy (2hr) phone conversation that I had to take off from work to handle. Lost 2 hrs wages. Today 7/13 was billed for not 1 but 2 payments. I can’t afford to take any more time off work to resolve this ridiculousness. This company should be investigated for fraud. Look at the other complaints and you will find this is a regular occurrence.Business Response
Date: 07/19/2023
7/19/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: 12/13/2021
To Whom It May Concern:
I have reviewed the information provided
by Mr. ****** and
appreciate the opportunity to respond.
In his complaint, Mr. ****** requests
cancellation of his account.
To assist Mr. ******, Vivint has cancelled
his account.
However, it should be noted Mr. ******
sent a 30-day Notice of Cancellation on July 14, 2023. Despite this, Vivint has
immediately cancelled his account. Mr. ****** has no further obligation to
Vivint.
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:07/13/2023
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.
Good afternoon,I would like to file a complaint against the credibility and potential fraud of Vivint. On May 3rd, I spoke to someone regarding the cancellation of my services due to job loss and it was confirmed to me that my account was already cancelled and I would be refunded for the prior charge. This employee confirmed this multiple times. On July 5th I was charged over two times the monthly charge and called 7/13/23 to speak to someone and was told that the employee who I spoke to on May 3rd was no longer employed so they cannot trace the information from that call, and that there was no way I could speak to a manager because "managers aren't trained to take calls nor are we allowed to reveal managers' names" and that the only way I could solve the problem is to file a lawsuit against them. The employee's name I spoke with today was supposedly ****, badge # ******* although I no longer believe any word communicated from the customer service department. I would like my entire account cancelled, to be refunded for the $195.21 I was charged since May and to send back my equipment and wash my hands of this scam company.Business Response
Date: 07/19/2023
July 19, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20317160
Complainant: *************************
Vivint Account #: *******
Date of Agreement: February 13, 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 cancel the monitoring service agreement effective July 19, 2023, however,**************** will remain responsible for any balance on the equipment loan with Citizens. **************** 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:07/13/2023
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.
The early morning hours (between 4:45 - 4:50am) of July 10, 2023, my upstairs keyboard alerted of camera activity; however, the Vivint phone app failed and I could see the activity that triggered the alert.
In total, I contacted Vivint via phone 3 time for help for them to send me their monitoring activity for the gap of time that I could not view. ALL of my requests resulted in no help and my request being totally messed up and eventually ignored.
Here is the email text as well that I sent:
Chanel (or Chantel) told me that I would receive the activity timeline from my cameras and what time the activity was detected because my Vivint App was missing the data. My bedroom keyboard, on Away at the time, beeped loudly 3 times and turned red sometime between 4:45 and 4:50 AM today, July 10; however, my Vivint phone app showed no activity in or outside the house. I called 911 myself at 4:53 out of concern.
The rep specifically told me my that doorbell camera detected activity at 4:47 am and other times afterwards. I need that information to fill the gap since the Vivint App failed to detect or show the same trigger sent to the my Keyboard in my bedroom that woke me up.
I am requesting the monitoring information showing outside camera and doorbell activity be sent to me, not your internal reps call logs.
This service is entirely unacceptable after speaking with 3 different reps today to get simple answers to help me with security concerns.
If I cannot rely on the Vivint App, equipment and support staff/services, what on earth am I paying for???Business Response
Date: 07/19/2023
July 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: June 10, 2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
In her complaint, Ms. ****** states that her system made her alert to camera activity,
but the app failed to allow her to see the triggered alert. She states that she
contacted Vivint several times to get the monitoring activity for the time gap
that she was unable to see. She states that she received no help. She states
that she is requesting that the missing footage from July 10, 2023, 4:45-4:50AM
be sent to her. Ms. ****** desires to have the job finished.
A Vivint representative has attempted to contact Ms. ****** via email
in efforts to resolve this matter. Vivint has provided Ms. ****** with the
activity log for the time frames that she has requested. Vivint has requested
that Ms. ****** verify that she has all of the information she needs.
Vivint’s records indicate that Ms. ****** signed a Purchase and
Service Agreement (“Agreement”) on June 10, 2021. July 10, 2023 records show Ms.
****** states that she was promised a copy of the activity which shows someone
lingering by her door. July 13, 2023 Ms. ****** sent an email to Vivint stating
that the information sent to her was not what she was told would be sent. She
is requesting a timeline of activity from her cameras. Notes show Vivint then
provided a timeline of camera activity.
With the provided information Vivint has given Ms. ****** the information she has requested. Ms.
****** may contact Vivint’s representative directly with any further questions
or concerns in 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: 07/19/2023
Complaint: ********
I am rejecting this response because:I responded back to the communication today via email with very detailed, specific corrections and my answer (please see attachments).
If Vivint does not have the specific data and activity I experienced PRIOR to 5:00 am on July 10th and the customer support representative confirmed/told she could see at 4:47 am, then I do not have confidence in my equipment, Vivint App and the lack of response providing me the SPECIFIC activity timeline I requested several time now. It feels like they are doing everything they can to avoid addressing my specific verbal and written requests, instead giving me useless information and timeline data not relevant to the time prior to 5:00 am on July 10th.
I expect my services, technology and support to work, especially at a times I need it the most during an alert in my room and potential intrusions.
As a 58 year woman living alone, this is very important to me.
Sincerely,
******* ******Business Response
Date: 07/24/2023
July 24, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: June 10, 2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a
resolution has been agreed upon. At this time, Vivint has agreed to permanently
remove the video services fees in the amount of $15 from the account of Ms. ******. 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 LegalInitial Complaint
Date:07/13/2023
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 been having video issues on my security system. It does not down the video when someone is at my door.I have called company on numerous occasions since March, 2023. To no avail of it being fixed. A tech came to my home & tried I have been told by representatives it is an issue with their tech debt. It should not take 4 months to repair.Vivint continues to charge me for a product that is not working.They either need to put in a new system for me. Or, cancel my contract to go elsewhere for security.Business Response
Date: 07/19/2023
July 19, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20315964
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 2, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she has been having camera issues since March 2023. ************** states that a Smart Home Professional attempted to fix the issue, however, it still persists.
************** wishes the camera to be replaced or have her services cancelled.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account and further researching the issue, Vivint agrees to remove the $5.00 video service fee for the remainder of the monitoring service agreement due to the ongoing issues with being able to view her video clips on the mobile app.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on June 2, 2020. ************** called Vivint in January 2023, due to not seeing her video clips on her mobile app due to an error. Vivints representative submitted an internal software ticket. January 30, 2023, an email was sent to ************** letting her know it is a known issue Vivint is working on. January 31, 2023, ************** responded to the email demanding the issue be resolved within 24 hours. February 1, 2023, Vivint responded informing ************** that there is an incompatibility issue with some Android phones codex and the one used by Vivint. As of July 19, 2023, Vivint is still working on a resolution; sending a Smart Home Professional to replace the camera will not resolve the issue the customer is having.
To resolve this matter, Vivint agrees to the resolution as stated above.************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/19/2023
Complaint: 20315964
I am rejecting this response because:It should not take 7 mos to resolve the issue.
Bama Leone with Vivint reached after my complaint to BBB. She asked for my e-mail, and phone number. She did not respond to me after I sent her the info.
Over the course of 5 mos I spoke to numerous representatives at Vivint in reference to my complaint. They each told me it was a problem with Android phones. I have had my current phone for 3 yrs. The issue did not start until Jan. 2023. So, it is not my phone. It is rather a technical issue with Vivint. I was told on numerous occasions that my complaint would be sent to technical department & they were working on issue. Therefore, the video was working prior to Jan, 2023.
*************************** Pro ******, a local technician came to my house. He also reported to *************** Again, I was told they are working on the issue.
Vivint should not be charging customers for a product that does work when it is not a customers fault their equipment does not work.
Yes, there was a contract. However, Vivint has broken that contract when they are not standing behind their contract, and product.
Vivint does not have a good rating due to unsatisfied customers. Now I understand why.
Either fix the product or, return what monies I have spent in having a faulty product.
The next complaint will be forwarded to the Attorney General.
Sincerely,
*************************Initial Complaint
Date:07/12/2023
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.
When I initially bought my solar system I was promised 97% solar offset. Trusting the expert, I agreed to purchase the solar system. A few months later, while my system was not yet active, I became more knowledgeable about solar and realized that I would only get about 60% offset.
I contacted Vivint manager Mitchell M*****. After explaining my situation he agreed that there had been a mistake and he said he would work with me to fix it. He assigned a salesperson to assist me who promised to sell me the remaining system to increase my offset at 1.8ppw. When he sent the new proposal it wasn't at the promised price.
I started to reach out to fix this and both Mitchell and the salesperson stopped taking my call. At this point I reached out to Mitchell's supervisor, Andrew B*******, and after several emails he finally responded and told me he would make sure this was addressed. He even went over the call recordings to make sure I've been offered that price and when he confirmed it, he had the salesperson write a new quote but the price was not even close to the promised one because now there were additional fees that weren't there before.
After many more emails, Andrew B******* said he would reach out to have those fees removed. He never reached back or responded to my emails.Business Response
Date: 07/18/2023
July 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *********
Vivint Account #: *******
Date of Agreement: November 9, 2016
(Security)
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 follow up with Mr. ********* after meeting with the solar management
team on Thursday, July 20, 2023. Mr. ********* has agreed to email Vivint’s
representative with any correspondence, text messages, and/or emails that would
substantiate his complaint. 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
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