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.

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  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  
• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  

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:07/04/2023

  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.

  I have been paying for Vivint services for over a year. The cameras often go offline.On 07/03/23 at around 2am a hit and run occurred in my business parking lot (feet away from TWO VIVINT CAMERAS). I received the notification when I woke up at around 11am the same morning. I clicked on the notification however the app stated that I needed to reboot my system to proceed. I called customer service for them to reboot the system. To disbelief, the footage was erased after they rebooted the system. I spoke to multiple representatives who were unable to recover the videos. Furthermore, miraculously, the cameras went off-line from 4 AM to 11 AM with no rhyme or reason. Representatives cannot explain why the cameras went off-line during that time. It is frustrating enough that Vivint lost and cannot recover the videos to capture a license plate number to provide to law enforcement or my car insurance company but vivint wants me to pay the equipment off to break my contract. The contract was broken on their end already considering I paid for services that I did not receive. Why would I pay for equipment that does not work? Im requesting for Vivint to release me of my contract, pick up equipment, and waive all fees associated with severing ties.

  

  Business Response

  Date: 07/12/2023

  BBB Response
  
  July 10, 2023
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:  Consumer Complaint Case #: 20273584
       Complainant: ************************;
       Vivint Account #: *******
       Date of Agreement: March 2, 2022
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 
  
  In his complaint, **************** states that on July 3, 2023 there was a hit and run in his business parking lot in front of two Vivint cameras. He states that he received a notification but when he went to check the app it told him he would need to reboot the system. **************** states he called customer service to reboot the system. He states the footage was deleted after the system was rebooted. **************** states Vivint was unable to recover the videos. He states the cameras also went offline for no reason. He states Vivint is asking that he pay off the equipment to break the contract. **************** 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 and equipment line of credit without fees or penalties for ***************** 
  
  Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on March 2, 2022. Records indicate **************** contacted Vivint July 3, 2023 reporting that the camera recorded a car being stolen, and that the system rebooted and now the footage is gone. July 4, 2023 **************** contacted Vivint about the incident and reported that he could see it on the app. **************** was offered 50% precent off of a DVR device, notes show that **************** requested cancellation of the account, and was educated of the cancellation process. 
  
  With the information provided Vivint offers cancellation of the remaining contract and equipment line of credit as listed above. **************** 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:07/04/2023

  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.

  Back in 2020, I was reached by a salesman walking door to door selling Vivint Home equipment while living in ************** and going to college. I was 20 years old at the time and so were the girls who lived with me. The salesman sold us a story about how we lived in a dangerous neighborhood and we needed the peace of mind. (The riots of 2020 happened to be going on around this time). I was also recorded via tablet by the salesman answering questions that I was told to say yes to. I never got to read through any contract or documentation before signing for this service. I never imagined that I would be sold a loan over the course of 5 years paying $2,000+ for the equipment alone. I don't get how they could be selling these loans to 20 something's with very little explanation about what they will be taking on. Fast forward to today where I have moved in with my parents and no longer have a use for the equipment and subscription that I wasn't fully aware of from the beginning. I have tried to get in contact with someone at Vivint for the past year but I am never met with someone who can answer my questions and help me come to a suitable solution. The closest I have come to a solution is putting a momentary pause on the account subscription, but am still paying for equipment that I cannot use.

  

  Business Response

  Date: 07/10/2023

  July 10, 2023
  
  
  
  Better Business Bureau of ****
  3703 **************************************************************
  
  
  
  RE:   Consumer Complaint Case #: 20271951
            Complainant: ***********************
            Vivint Account #: *******
            Date of Agreement: June 12, 2020
           
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 
  
  In her complaint, **************** states that she never got to read through any contract or documentation before signing for the services. She states she did not imagine that she would be put in a loan for the course of 5 years. **************** states she moved and no longer has a need for the service. She states that Vivint is unable to provide her a suitable solution.  **************** desires the remaining balance cleared in return for the equipment that is not being used. 
  
  A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and the associated fees without penalty to ****************. However, **************** will remain responsible for the remaining equipment loan and its associated fees. 
  
  Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on June 12, 2020. Records indicate July 19, 2021 **************** contacted Vivint with cancellation process questions, due to her moving. Records show she was educated on the different options for her account and the buyout information, she told Vivint she would call back. May 24, 2023 **************** wanted to stop the services, she was educated she must pay off the loan. June 27, 2023 Ms. ******* account was placed on a four (4) month deferment. 
  
  With the information given, Vivint offers cancellation of the remaining monitoring contract and its associated fees without penalty. **************** 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:07/03/2023

  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.

  In 2018 I signed up for vivint and got a loan through citizen bank(no complaints about citizen bank) In 2020 we canceled our service and paid for the equipment like we were told, we were also told of a 350 cancellation fee. So we paid off the equipment with citizen bank and thought everything was good.Now today in 2023, I get a call from a collection agency depending payment for breaking a 5 year contract with Vivint and saying me owe $**** for canceling too early. Never did we sign up for a 5 year program, we did with citizen but paid it off early. Never Do I remember being told this and was is even more upsetting is that we paid **** to pay off the equipment and now that is exactly what vivint wants us to pay as well. yet the representative never stated any of this to us and now we have a collection agency demanding money, even though we paid it all off. I agree that I'm responsible to pay off the equipment to Citizens One, which I have done, but it was not clear that there was a minimum service contract of 5 years or that I would be forced to pay for services not rendered in order to cancel. I am requesting an immediate cancellation of my monitoring service without any further fees or penalties. I would also like for them to contact the 3rd party they sold my account to collections and have that removed from my credit immediately.Vivint is trying to claim I had to pay the remaining time of a contract even though the contract did not have a minimum time of service required, only the equipment with citizen bank. They need to be up front to all their customers and address this immediately because it looks like I am not the only one dealing with this issue.

  

  Business Response

  Date: 07/06/2023

  **************,
  
  I recently received your complaint from the BBB. I understand that you paid off your equipment, however, you state you were not aware of your Agreement with Vivint for 60 months. Your account has been sent to collections and you are requesting that it be removed.
  
  To assist you, I have agreed to close the account with collections. As such, you have no further obligation to Vivint.
  
  However, Vivints records show that on September 6, 2017, you signed a System Purchase and Services Agreement for 60 months. According to your Agreement and section 2.1, a written 30-day Notice of Cancellation is required prior to cancellation. Vivints records show that you have not sent a Notice of Cancellation.
  
  Despite this information, Vivint agrees to the resolution above. Please contact me with any questions or concerns.
  
  Thank you,
  
  *****************
  Legal Assistant
  ************

  Customer Answer

  Date: 07/07/2023

   
  Complaint: 20270568
  
  I am rejecting this response because: Vivint was notified multiple times that I wanted to cancel the account and when I paid off the equipment I was never notified that I would have to a 5 year contract still. It was explained to me the 5 years was for the equipment and once I paid it off I didn't have to remain with Vivint. 

  I do accept the resolution of closing my account and I do agree I have no other obligation with Vivint. But I would like proof that the collection agency has been notified and that the information be removed from my credit bureau before I can accept the resolution. I need to make sure this is actually a closed cased because, I thought I was done in 2020 and it showed back ** in 2023. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:07/03/2023

  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.

  company representatives visited my home to offer upgraded equipment with the caveat that the equipment replaces older, outdated equipment....I cannot find resolution with anyone to remove this equipment and install former equipment

  

  Business Response

  Date: 07/07/2023

  July 7, 2023
  
  
  
  Better Business Bureau of ****
  **** *******************************************************************;  
  
  
  
  
  RE:   Consumer Complaint Case #: 20269752
            Complainant: *************************
            Vivint Account #: *******
            Date of Agreement: January 8, 2022
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
  
  In his complaint, **************** states that a sales representative went to his home to offer upgraded equipment with the caveat that the equipment replaces older, outdated equipment. **************** states that he cannot find a resolution with anyone at Vivint to remove the upgraded equipment and install the former equipment. **************** desires to be contacted by Vivint, the equipment to be exchanged/downgraded, and a billing adjustment.
  
  A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to remove the new equipment installed and re-install the original equipment **************** had purchased with his service. Once this has been completed, Vivint will provide an adjustment to ****************** account for the difference.
  
  Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on January 8, 2022. **************** called Vivint on June 12, 2023, saying he was told he would receive a credit if he upgraded his equipment. He stated that he is being charged for equipment that was to be replaced.June 10, 2023, **************** states that he spoke to the sales representative, who said he would reach out to the corporate office to fix the credit issue and remove $354.00 from the equipment line of credit. A credit was made to the equipment line of credit on June 10, 2023. July 3, 2023, **************** called Vivint wanting to downgrade back to his original equipment and was informed this is something we could not do. An email was sent to **************** offering (4)free months of the monitoring service fees which went unanswered.
  
  To resolve this matter, Vivint agrees to the resolution as stated above. **************** may contact Vivints representative with any questions or concerns he 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 Legal

• Initial Complaint

  Date:07/03/2023

  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.

  Door-to-door salesman sold us a security system summer 2019. Was here over an hour answer all of our detailed questions while we had 2 young children competing for our attention. As we were wrapping up it started to rain (were sitting outside) so rushed through signing contract and didn't read. Were told equipment would be paid off in 3 years (after which we would only pay for monitoring), all components covered under warranty. Turns out to get the monthly payment we were quoted equipment was also on a 5 year contract and in that time the company starting making newer models of their equipment - and will not replace anything broken with a newer model. We now have sensor and a doorbell that are not functional and Vivint wants hundreds of dollars to 'upgrade' to the new model while we are still paying off the original faulty equipment (because we were lied to that equipment was on a 3yr term). We were also told that once out of contract it is possible to cancel monitoring, pay no monthly fee but use the system to self monitor and change thermostat (like ring, ****** nest, etc) - this is not true as I am now told that if we cancel monitoring we loose access to the app. So now I am stuck in additional years of contract, with faulty/ non-functional equipment which I will not upgrade as I will no longer use Vivint as soon as I'm out of contract. I had ADT for years before Vivint and never had an issue with equipment - this company hires dishonest salespeople and sells faulty equipment which goes bad during the life of the contract and won't be replaced as it's consider an 'older model' and replacing with the current model would be an 'upgrade' the customer is required to pay for.

  

  Business Response

  Date: 07/06/2023

  July 6, 2023
  
  
  
  Better Business Bureau of ****
  **** *******************************************************************;  
  
  
  
  
  RE:   Consumer Complaint Case #: 20269131
            Complainant: *****************************
            Vivint Account #: *******
            Date of Agreement: July 6, 2019
  
  
  To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
  
  In her complaint, ********************* states that she rushed through the contract and did not read it. She states she was told the equipment would be paid off in three (3) years, once paid she would only be paying for monitoring and that all components are covered under warranty. ********************** states that to get the price she was quoted she must put the equipment on a five (5) year contract. She also states that new equipment was made during this time and will not replace anything new with a newer model. ********************** states she has a sensor and doorbell camera that are broken and Vivint is trying to charge her hundreds of dollars to replace them with the newer model. She states she was also told that if she were to cancel, she could use the system to self-monitor, which she states is not true, she will lose app access. ********************* desires cancellation.
  
  A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint offers the following two (2)resolutions. 1) cancellation of the remaining monitoring contract without penalties or fess to **********************. However, ********************** will remain responsible for the remaining Equipment Line of Credit and its associated fees. 2) a technician free of charge to go out and resolve any system issues or replace any faulty devices under warranty.
  
  Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on July 6, 2019. Records indicate ********************** reported on June 29, 2023 to report that her doorbell camera is broken, that she has thermostat issues, and that she was unaware of the Citizens loan. She states she was told that she would only be paying for the equipment for two (2) three (3) years. July 3, 2023 ********************** stated that her doorbell camera no longer works, and declined an offer to upgrade her doorbell camera at twenty (20)% off.
  
  With the provided information Vivint has listed the two (2) offers above to resolve this matter. ********************** 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:07/03/2023

  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.

  Sales representative on the phone that I was only to pay $55 a month for 5 years but after 1 year that charges changes to up $77 month.I did not agree to pay that amount when I signed up. Call customer service in many occasions and was promised that it will not change $55 moving forward but just last month my bill went up to $77 again.This company is scam!!

  

  Business Response

  Date: 07/07/2023

  July 7, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 20268975
   Complainant: *** ******
  Vivint Account #: *******
  Date of Agreement: November 5, 2022         
  
  To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contacted Mr. ****** via phone to resolve his concerns. Mr. ****** 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:07/03/2023

  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 sold my house, new owner wanted to keep system so I paid off. I called the move department with vivint and ordered new system. With all I ordered my total came to $1709.98 thats with 50% off. When installed my wife added 3 items to system, I called move department and was told they would be 50% off also for total of $449.98, was told new total balance is $2159.96. I went on to citizens bank and my balance shows $2928.33. So I called vivint they charged for DVR playback automatically which I was never even told about. I told them to remove it. Its been over a week and 3-4 calls to loyalty department and still on my bill. I returned the thermostat, vivint received last week, still on my bill. I was told I had 30 days to try or have system removed, I was told 3 days today. I have had nothing but problems with vivint this time around. Im about fed up with all the promises Im told every time I call the loyalty department!! Balance should be $2159.96 minus credit Im still waiting on.

  

  Business Response

  Date: 07/06/2023

  Tell us why here...
  
  7/6/2023
  
  
  
  Better Business Bureau of ****
  **** ********
  **************, **** 84129
  
  
  RE:    Consumer Complaint Case #: 20268837
             Complainant: *************************
             Vivint Account #: *******
             Date of Agreement: 4/10/2020                                                                                             
  
  
  To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
  
  In his complaint, ****************** explains that he was promised a lower cost for equipment. ****************** requests that Vivint lower his cost for equipment.
  
  To assist ******************, Vivint has lowered his equipment cost to $2,068.36. Please allow 7 business days for this to update with Citizens. Additionally, Vivint has added a 2-month credit to Mr.******** ******* account.
  
  A representative from Vivint has contacted ****************** via email to which he may respond if he has any 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
  

  Customer Answer

  Date: 07/10/2023

   
  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:07/03/2023

  Type:Product 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.

  We purchased a home security system on April 26, 2023. We had 7 days to change our minds. When the installer came to install a part on our garage, it wasn't compatible - he said we'd receive our $100.00 back. In the meantime, we contacted our sales rep on 4/28/23 asking him for information on how to return our equipment as we felt rushed into our decision. He said he'd get the paperwork started. We followed up with him and received no response and our 7 day window passed. We still didn't receive the $100 credit for the equipment piece that didn't work. We contacted the company again on 5/26/2023 asking for an update. They said they'd credit our account. They didn't. We called back on 6/28/2023 and that customer care rep said she had to contact our installer for information. She said she said she couldn't reach him but would talk to her supervisor and contact me within ***** hours. She did not. I called back AGAIN on 7/3/2023 and THAT *** said even though he could see the current case number on file (Case number ca143914159) nothing had been resolved yet. He placed me on hold to look into it and the phone disconnected. I paid $5000 for a system that I don't feel is worth it and the customer services is NON EXISTENT. All I want is my $100.00 back for the piece they couldn't install.

  

  Business Response

  Date: 07/06/2023

  July 6, 2023
  
  
  
  Better Business Bureau of ****
  3703 **************************************************************
  
  RE:    Consumer Complaint Case #: 20268356
             Complainant: *******************************
             Vivint Account #: *******
             Date of Agreement: April 26, 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 a credit of $100 to the Vivint account of ********************. ******************** 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: 07/06/2023

   
  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:07/02/2023

  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.

  The absolute worst, choose any other security company. One of my cameras stops working every other month. Then they want to try to charge me for a technician to come out to fix their faulty equipment. All the money spent for basically c*** I definitely will be cancelling everything with them. My last straw was then wanting me to pay $99 to fix their broke down camera, I requested to speak to a manager. I was never transferred to a manager and they never called like they said.

  

  Business Response

  Date: 07/06/2023

  
  7/6/2023
  
  
  
  Better Business Bureau of ****
  **** **************************************************************
  
  
  RE:    Consumer Complaint Case #: 20267354
             Complainant: ***************************
             Vivint Account #: *******
             Date of Agreement: 2/19/2022                                                                                             
  
  
  To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
  
  In her complaint, ****************** states she is dissatisfied with the equipment and service. ****************** further explains that she is dissatisfied with the cost of a technician visit.
  
  To assist ******************, her account has been placed under Vivints Protection Plan for $5.00 per month for free technician visits. Additionally, a technician appointment has been scheduled for July 21, 2023 and Vivint has added a 2-month credit to her account.
  
  A representative from Vivint has contacted ****************** via email to which she may respond with any 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:07/02/2023

  Type:Sales and Advertising 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 address in question is ***************************************************I lived in this house for over 15 years and had Vivint for over half the time in the house.The house was sold in November of 2019 and at the time of the sale there was no contract with Vivint. The services were disconnected before the sale of the house. They asked if I wanted to transfer the services to the new owners and I said no. I have since moved to ********* in a new house and 3 years later I see a new collections for Vivint through a collection agency. My mail was forwarded and Vivint had all my phone numbers as well as emails associated with the account. If there was any remaining balance for services rendered they could of used any of these avenues to contact me. They never did. I am requesting the break down for the balance of $1,180 they have started reporting as delinquent 3 years later or remove this invalid charges from my credit report immediately. Vivint is not a company I will ever consider using nor would I recommend for security to any of my friends and family. This is very unethical for them to do to loyal customers.

  

  Business Response

  Date: 07/07/2023

  July 7, 2023
  
  
  
  Better Business Bureau of ****
  **** **************************************************************
  
  
  RE:    Consumer Complaint Case #: 17607749
             Complainant: ***********************
             Vivint Account #: *******
             Date of Agreement: June 24.
  
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
  
  A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the monitoring service account from collection, leaving the account closed. Ms. ******************* 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