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Business Profile

Security Systems

Vivint Smart Home

Headquarters

Complaints

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

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Vivint Smart Home has 6 locations, listed below.

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    Customer Complaints Summary

    • 8,407 total complaints in the last 3 years.
    • 2,983 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:07/05/2023

      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 have tried on numerous occasions to cancel my vivint smart home security MONITORING. It is $87/month that I am paying directly to Vivint. This is for security MONITORING only. This is the ONLY monthly fee I pay DIRECTLY to vivint. I pay an additional fee monthly to ************* where vivint will have you take out a line of credit to pay for the security system they install. Fine, no problem, they are separate charges to separate entities and citizens has confirmed that with me as well. They do not coincide at all. Neither has control over the other.Vivint refuses to cancel monitoring on a security system that is no longer in use because we have moved. The new owners have the option of taking over the system if they so choose. Vivint will try to force you to bring the system with you to your new home (I dont want it because it sucks) or try to convince you to pitch them to the new owners of your home so they can take over the payments. Its not my job to convince someone to take over a security system, if they want the system they can call vivint and activate it since I am leaving the equipment for them.I am paying for the equipment monthly and the account is in good standing never missed a payment. Citizens said I can just keep paying the account monthly or pay it in full when I want, no problem. Vivint told me until I pay it in full they will keep charging me the $87 a month for the security monitoring they will not be doing because the system is not in use and I no longer live at the address. They completely scam people into a corner with this acting like this is a clause, and its not. They will refuse to stop payments and they will say a supervisor will call you, the. They wont. And they wont transfer you to anyone who can help. I see they are now trying to offer insurance too. STAY FAR AWAY FROM VIVINT.

      Business Response

      Date: 07/11/2023

      7/11/2023



      Better Business Bureau of ****
      **** ********
      **************, **** 84129


      RE:    Consumer Complaint Case #: 20277862
                 Complainant: *****************
                 Vivint Account #: *******
                 Date of Agreement: 7/9/2021



      To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.

      In her complaint, ************** explains that she has moved from the residence where the system is installed and she no longer requires the service. ************** requests cancellation of her account.

      To assist **************, Vivint is willing to cancel her account without penalty.

      Vivints records indicate that prior to the installation of any equipment, ************** completed a Pre-Installation Survey with Vivints Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home.  The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ************** completed the required Pre-Installation Survey on July 9, 2021. During the recorded Pre-Installation Survey, ************** represented that she understood and agreed to the initial term of 60 months. Further, ************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on ************** representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.  

      Despite the information mentioned, ************* has no further obligation to Vivint.

      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:07/05/2023

      Type:Customer Service 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.
      Have tried to cancel service for several months and keep getting the run around. Was told by several customer service reps that they couldn't cancel until they got verification from Citizens that the equipment was paid off. (Equipment was paid off in ************* got someone that reached out to Citizens to verify. Service was cancelled verbally, but apparently, I still have to send a written notice of cancellation and then wait 30 days after this written notice is received before my cancellation is processed. I do not want to continue paying for service. I would like for service to be cancelled immediately. I feel that this company cares much more about money than customer satisfaction.

      Business Response

      Date: 07/11/2023

      July 11, 2023



      Better Business Bureau of ****
      **** **************************************************************


      RE:    Consumer Complaint Case #: 20277667
                 Complainant: *********************************
                 Vivint Account #: *******
                 Date of Agreement: June 27, 2018



      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 remainder of the monitoring service agreement effective July 6, 2023, with the written notice of cancellation was received. ************************* 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:07/05/2023

      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 was instructed by an agent to pay off my loan in order to transfer service to a new address. We scheduled an appointment to pull out the cameras and they did not show up. I informed them that I was in a rental and needed the equipment out by the 3rd of July. We had the original date of uninstall on the 30 of June. No call no show from vivint. They call to reschedule for the 3rd. No show again. Now the new tenants have moved in and I have lost my equipment due to the failed two appointments . Vivint does not want to reimburse the pay off or provide new equipment even though it was their negligence for not calling to even notify of the cancelled appointment and are refusing to take accountability for their ineptness . I am paying for a service that I am not being provided and they are brushing me off and telling me I am responsible for the equipment .

      Business Response

      Date: 07/11/2023

      July 11, 2023



      Better Business Bureau of ****
      **** **************************************************************


      RE:    Consumer Complaint Case #: 20277660
                 Complainant: *****************************
                 Vivint Account #: *******
                 Date of Agreement: December 17, 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 refund the equipment payment of $514.00 and cancel the remainder of the monitoring service agreement effective July 5, 2023. ********************** 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

      Customer Answer

      Date: 07/11/2023

       
      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:07/05/2023

      Type:Order 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 was told that there would be a technician coming out to add a camera, replace door bell and existing cameras. This was included for a contract renewal at $34.99 a month. Its been almost 4 months and no tech has ever come over. We did have a salesman come to the house and he told us he was surprised no one has yet come to the house to finish the job. We have been waiting for someone to not only fix our current system but finish the offer given to us for contract extension.

      Business Response

      Date: 07/10/2023


      July 10, 2023



      Better Business Bureau of ****
      **** ********
      **************, **** 84129


      RE:    Consumer Complaint Case #: 20276883
                 Complainant: *************************
                 Vivint Account #: *******
                 Date of Agreement: May 1, 2020



      To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

      A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to set an appointment for the upgrade of Mr. ******* equipment. The upgrade has been scheduled for July 21, 2023. **************** 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

      Customer Answer

      Date: 07/26/2023

      Today a Vivint rep came to the house to complete free upgrades to system offered by Vivint as part of customer retention, extended contract and completion of previously promised work. However, when getting ready to start, found that they were trying to charge $1600 or so for the work. When reviewing previous communication from the Better Business Bureau and Vivint, the rep confirmed that it did state that Vivint was completing the upgrade. This issue has now surpassed 6 months and still no resolution. As a customer of **********************, we have for two years not been using our system to the capabilities, no training was ever provided, alarms are not used due to lack of understanding of system. Sensors do not work, fire alarms do not work. This has been a poor experience. Almost 6 months ago, we called to cancel. The retention team said they were sending out a tech to upgrade our entire system and add a camera due to our poor experience with the system. There would be a 5 year contract and I was fine with that. The cost of service was $34.99 for five years. No charges for upgrade or additional camera. I filed a complaint in beginning of July due to the absence of service being completed, someone from Vivint called me and then scheduled the upgrade and additional camera. There was to be no charge and communication came through of the resolution. Today that did not happen. Again we are now waiting for service to be completed as agreed upon.

      Business Response

      Date: 07/28/2023


      July 28, 2023



      Better Business Bureau of ****
      3703 ********
      **************, **** 84129



      RE:   Consumer Complaint Case #: 20276883
                Complainant: ************************;
                Vivint Account #: *******
                Date of Agreement: May 1, 2020
               

      To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 

      In his rebuttal, **************** states that the Vivint technician came to his home to install the upgrades he requested. He states That Vivint was trying to charge him $1600 for the equipment that was supposed to be free. He states he has had issues with his system and nothing has been resolved.   
      **************** desires the installation of his requested equipment at no charge.  

      A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers a discount of 50% off of the price he was originally offered which would bring the equipment costs to $814.97. 

      Vivints records indicate that **************** signed a Purchase and Service Agreement on May 1, 2020. Records show September 15, 2022 **************** accepted an offer to upgrade his equipment for a new monthly rate of $34.99, with three (3) outdoor cameras, a doorbell camera, a smart lock for a total of $1629.95, the equipment pricing is 50% off of the original pricing. This was all supposed to be placed on a five (5) month payment plan. July 21, 2023 a technician went to install the requested equipment but was turned away because the equipment was not free. 

      With the information listed Vivint offers an additional discount on the equipment that was requested. **************** 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 Legal

    • Initial Complaint

      Date:07/05/2023

      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.
      Date of transaction: 6/27/22 Amount of purchase: ******* Vivint promised me a security system that could be used to monitor and notify me of activity picked up on their system and appropriate compensation when it does not occur due to default with the system. I have had 3 vehicles on my property broken into. Every time the vehicle was in clear view of the camera. All three times there was no activity recorded and no events listed or notified. I was not able to review the footage from the night of occurrence. I contacted Vivint to request that my service be canceled and return my equipment. They advised I could not return the equipment and I could not cancel my service until the equipment was paid for. The equipment was paid for by a personal loan through citizens pay. The compensation they offered was 200 dollars and a DVR to record the activity. The system should have 24 hours of footage for me to review with the system I have and it does not.

      Business Response

      Date: 07/11/2023

      July 11, 2023



      Better Business Bureau of ****
      3703 **************************************************************

      RE:    Consumer Complaint Case #: 20276506
                 Complainant: **************************;
                 Vivint Account #: *******
                 Date of Agreement: June 27, 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 removal of the equipment, upon removal of the equipment Vivint will provide cancellation of the remaining monitoring contract and equipment line of credit without penalty or fees to ********************. ******************** 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

      Customer Answer

      Date: 07/11/2023

       
      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:07/05/2023

      Type:Order 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 believe I was mislead by a Vivint sales representative by phone when setting up service. I requested a plan that can be canceled at any time. In my written contract which I foolishly signed during the call, there is a section effectively saying that it doesn't matter what the sales staff say to you verbally, what matters is what is in the contract. Even if I cannot seek a remedy due to their inherently dishonest contracts, I have since paid a cancelation fee in or near early June, with the understanding that my service would be canceled immediately. After further conversations, I was told it would not be canceled for another month. After yet more conversations, I was told I had to send a cancelation request by email. They have not confirmed that the written or verbal requests have been processed, and they last charged me fthe monthly fee in late June, a month after repeated demands in writing and by phone that they cancel the service, and after paying the cancelation fee. I consider the trouble they have caused to be worth more than the costs I have incurred by using their service, and am therefore seeking a refund, of all charges I have ever paid. If not possible, I still want a refund of the most recent charge. I have filled a complaint with my bank.

      Business Response

      Date: 07/12/2023

      July 12, 2023 



      Better Business Bureau of **** 
      3703 ******** 
      **************, **** 84129 
       
      RE:    Consumer Complaint Case #: 20276500 
                 Complainant: ***********************;
                 Vivint Account #: ******* 
                 Date of Agreement: 11/28/22 



      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 his account and provide a refund for any overpayment. ************** 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 

      Customer Answer

      Date: 07/12/2023

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that the proposed resolution is satisfactory if executed in a reasonable time and in *******. Communications with the Vivint legal team are ongoing but at this time amicable.

      Sincerely,

      ***********************
    • Initial Complaint

      Date:07/05/2023

      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.
      On June 16th a Vivint Sales representative showed up to my home selling a security system. I wanted to give them a try and was told I can try the system out for 3 days. It has been over 2 weeks and they have not been able to successfully install the system and integrate it with my home's sensors. The technician no-call no-showed at least 3 times. Even though the system has never functioned, I can open windows while armed and the alarm does not go off, they said my trial has expired and I cannot cancel. How is it possible to have a trial without a functioning system? The sales rep said that if I give him $300 to extend the trial period. This is a deceptive company with deceptive practices.

      Business Response

      Date: 07/10/2023

      July 10, 2023



      Better Business Bureau of ****
      3703 ********
      **************, **** 84129

      RE:    Consumer Complaint Case #: 20274973
                 Complainant: ***********************
                 Vivint Account #: *******
                 Date of Agreement: June 16, 2023
           


      To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 

      A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide full cancellation of the Vivint account including, removal of the equipment, a full refund of any payments made directly to Vivint , and closure of the equipment line of credit and Vivint monitoring contract. **************** 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:07/04/2023

      Type:Customer Service 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.
      At 6:30 on the Fourth of July a Vivint sales rep, I believe his name was *****, came to my door (by using his hoverboard and riding it on my grass). After ringing the doorbell and then later knocking I answered to advise him of my no soliciting sign I have clearly posted near my door. He continued to talk after I advised him again I wasnt interested and that I have a no soliciting sign. Even after that it did not stop him from attempting to sell me on his Vivint products. I ended up having to just shut the door on him. Very poor business practice in the future if/when Im interested in purchasing over priced home security I will steer clear of Vivint.

      Business Response

      Date: 07/10/2023

      July 10, 2023 



      Better Business Bureau of **** 
      3703 ******** 
      **************, **** 84129 
       
      RE:    Consumer Complaint Case #: 20274092 
                 Complainant: ***********************;
                 Vivint Account #: NA 
                 Date of Agreement: NA 



      To Whom It May *********************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.  

      The kind of behavior ****************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in Ms. ******** area. Vivint appreciates Ms. ******** feedback and will ensure that any coaching or disciplinary action is carried out swiftly. 

      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:07/04/2023

      Type:Order 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.
      Non contract

      Business Response

      Date: 07/10/2023

      July 10, 2023

      Better Business Bureau of ****
      3703 ********
      **************, **** 84129

      RE:   Consumer Complaint Case #: 20273920
       Complainant: ***********************
      Vivint Account #: *******
      Date of Agreement: May 7, 2021

      To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond. 

      In his complaint, ****************** explains that he never signed a contract with Vivint, but he has been caused some financial problems. He further explains that Vivint refuses to let him out of a contract he never signed. 

      Vivints records indicated that ****************** is not a contract signer of the said account.

      *********************** records show that *********************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $1,695.95 that was financed through Citizen Pay, plus applicable taxes, during that term. 

      ****************** may contact ********************************** / ************) directly if he 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 Legal

    • Initial Complaint

      Date:07/04/2023

      Type:Customer Service 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.
      My name is ****** ****** and I first called Vivint July 3, 2023 at 3:42pm. I had experienced a number of issues with my equipment and services culminating with the fact my Nest thermostat completely stopped working Sunday July 2nd leaving the temperature in my house to reach 86 degrees. So after going through the prompts I was connected with an agent. I told her I wanted to cancel my account. She asks me why I wanted to cancel and i explained about my equipment skipping in recording or leaving a heat signature like picture. My deadbolt doesnt lock or unlock with the app and the issue with my thermostat. She proceeds to instead provide some offers to me to keep from canceling my account. The first couple she offered and I declined. We eventually settled on an arrangement we could agree:

      -A reduced monthly bill from
      $69.99 -$44.99 for 48 months.
      -Complete replacement of the equipment
      -$550 in New equipment credits

      All this took about 20 minutes. For the next 40 minutes, she had me on hold as she inputted the different steps of the offer. She then gets ready to setup a time to have a tech come out before she tells me she had bad news for me. She had to withdraw the offers due to some error in the system. I then asked to speak with a Supervisor and was placed on hold for over an hour and a half. She periodically checked back to let me know she was there until we got "disconnected" 97 minutes into the hold time. Yes, I was on the phone for 2 hours and 37 minutes without a resolution. I called back immediately and explained the situation with another agent before being put on hold for another hour. This agent told me he didn't want me to continue to be on hold for any more time and he would "personally" call me back the next day to connect with a supervisor. I said okay. I necmver heard back from him.

      Business Response

      Date: 07/10/2023

      July 10, 2023



      Better Business Bureau of Utah
      3703 W 6200 S
      Salt Lake City, Utah 84129


      RE:    Consumer Complaint Case #: 20273696
                 Complainant: Demond Newson
                 Vivint Account #: 9803430
                 Date of Agreement: April 29, 2023



      To Whom It May Concern:

      I have reviewed the information provided
      by Mr. Newson and
      appreciate the opportunity to respond.

      A Vivint representative has reached out to
      Mr. Newson and a resolution has been agreed upon. At this time, Vivint has
      agreed to reduce the monthly monitoring service fees to $44.46 per month for
      the remainder of the monitoring service agreement. Vivint agrees to downgrade
      the Nest thermostat from the equipment line of credit once it is returned. Vivint
      sent a Smart Home Professional out to Mr. Newson’s home which resolved all
      equipment issues and educated Mr. Newson on the equipment. Mr. Newson 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: 4931 North 300 West, Provo, Utah
      84604, or fax number: (801) 765-5759, attention Department 160 – Legal.    


      Sincerely,

      Vivint Legal

      Customer Answer

      Date: 07/10/2023

       

      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 20273696, and find that this resolution is satisfactory to me.




      Sincerely,



      Demond Newson

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