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
- 8,403 total complaints in the last 3 years.
- 2,975 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:06/24/2023
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.
Super aggressive sales tactic. Rang my doorbell with two babies in the house at 8:30 PM. Told to not come back and they keep returning.
Business Response
Date: 06/29/2023
June 29, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20233270
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that the sales representative used super aggressive sales tactics. ***************** states that he rang her doorbell with two babies in the house at 8:30 pm. ****************** states that she told him not to come back, however, they keep returning. ****************** desires no further contact from Vivint.
A Vivint representative has attempted to reach out to ****************** regarding this matter via email. If ***************** provides her physical address Vivint will place the information on their Do Not Solicit list at which point Vivints sales representative with no further go to the home.
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 LegalInitial Complaint
Date:06/24/2023
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.
A Vivint D2D salesman visited my house 5+ times in the last 2 days. He came into my home uninvited once when my wife answered the door. He then returned multiple days looking to speak with me. He then followed me home after seeing me pull in to the neighborhood. Hes left tire marks on my driveway, sidewalk and door step multiple times. In our last interaction I told him to get off my property. He responded that he would come back later.Business Response
Date: 06/28/2023
June 28, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20232990
Complainant: *************************
Vivint Account #: ******
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that a sales representative has come to his home over 5 times in two days. He states the representative came into his home uninvited. ************** states tire marks were left on his driveway, sidewalk and doorstep multiple times. He states he told the representative to leave the property to which the representative replied he would come back later. ************** desires no further contact by Vivint.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has sent the information provided by ************** to the proper management to ensure these interactions do not continue to happen.
************** 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:06/24/2023
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.
Two years ago vivint came into our neighborhood and signed me up for an alarm system without my knowledge. The system never got installed. But when I called to cancel I was told I was in a 5 year contract! And that I couldnt get out of the contract, it was too late. Now Im stuck paying for an alarm I dont even have. Im absolutely furious at vivint and Im furious that I was forced to sign something I didnt even want and now Im stuck paying for nothing. Im upset and absolutely frustrated. I wouldnt recommend Vivint to anyone!!Business Response
Date: 06/28/2023
June 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20232384
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 21, 2016
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that without her knowledge, she signed up with Vivint 2 years ago and no equipment was installed. She further explains that she has been stuck paying for nothing and when she called to cancel, she was told she had a 5-year contract. ********************** desires a refund.
Vivints record show that Ms. ********** Agreement was cancelled, and her account was removed from collections on August 10, 2022.
Vivints records show that ********************** signed a Purchase and Services Agreement upon installation of her Vivint system, with an initial term of sixty (60) months. This shows a monthly services fee of $49.99, plus applicable taxes. Vivints record indicates that on May 19, 2018, and November 23, 2018, technicians were sent to Ms. ********** home to service her equipment.
Vivints records further show that ********************** stopped making her monthly payments after April 21, 2021. As such, the account was cancelled for non-payment on October 21, 2021, and was transferred to an outside collections agency.
Vivint agrees to the above resolution. ********************** has no further obligation to Vivint, and no refund is warranted at this time. ********************** may contact ********************************** / ************) 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 LegalInitial Complaint
Date:06/24/2023
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.
Vivint lied to me from the get-go about the security system that was already installed in my new rental home. They signed me up on a 30 day free trial and promised me a refund of my setup fees if we cancelled before the 30 days. I called to cancel after 2 weeks because they kept wanting more money from me and trying to upsell me on new products. I have been trying to get my service cancelled for two weeks now and get keeps the runaround from everyone I speak to. No one will cancel and issue my refund. Stay away from vivint. They are liars and crooks. I will be disputing the charges with my bank.Business Response
Date: 06/30/2023
6/30/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20231184
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 5/29/2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she recently requested cancellation to no avail. **************** requests cancellation and a refund.
Vivints records show that Ms. ******* account was cancelled on June 26, 2023. Additionally, a refund of $98.99 was sent as a check to **************** on June 26, 2023. A representative from Vivint has contacted **************** via email to address any further questions or concerns.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/23/2023
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.
The security system was installed August 2022. Ever since then we have had to continually reboot the system to get playback. **** spent 2 hours on the phone with them today and they told him we needed the *** playback and we have been paying for it since the installation but they never activated it for us. They tried to fix the system and could not do anything to make it work. They transferred him to retention and was promptly hung up on as it was closed.Business Response
Date: 06/28/2023
June 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20230330
Complainant: Bill & ************************;
Vivint Account #: *******
Date of Agreement: August 8, 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 **************** via phone to resolve her concerns. At this time, Vivint agrees to dispatch a technician to ****************** home at no cost to resolve any equipment concerns.
Vivints records show that Mr. ********************* signed a **************** Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $49.99, and total equipment fee of $3,899.92, that was financed through Citizens, plus any applicable taxes, during that term. Vivint relied on ****************** representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Vivints records further show that **************** first contacted Vivint of his equipment concerns on May 23, 2023, and over the phone technical support was offered to resolve his concerns. **************** again contacted Vivint on June 23, 2023, and over the phone technical support was offered to resolve his concerns.
Cancellation of ****************** Agreement without penalty is not warranted at this time. However, Vivint agrees to the above resolution and approves a free in-home technician visit. Should he wish to cancel the Agreement prematurely, he may contact Vivints *************************** at **************.
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: 06/28/2023
Complaint: 20230330
I am rejecting this response because: when **** contacted Vivint on both dates they could not resolve the issue that we were having. It was their fault for not activating the *** playback when we signed the contract, so that would seem to us that it was voiding the contract. We are not happy with the customer service that we are receiving from them since they cannot fix our problem. Nor did they offer a refund for the 10 months that we did not have service for the *** that we were paying for.****** was on the phone with them today and the phone call was lost as we entered an area that had no service. This is because we are out camping and had sporadic service. I was not finished talking with the person when this happened. Im sure it looked like we hung up on them. We are sorry this happened during the call, we thought we had better cell coverage.
All we want is to be reimbursed for the time we paid for the *** that they did NOT ACTIVATE and out of our contract without penalty for security and the payment of the cameras which we will happily return to them. This is due to their negligence in not doing their part of the contract.
Sincerely,
Bill & *************************Business Response
Date: 07/03/2023
July 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20230330
Complainant: Bill & ************************;
Vivint Account #: *******
Date of Agreement: August 8, 2022
To Whom It May ***************** have reviewed the additional information provided by **** & ************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
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: 07/03/2023
Complaint: 20230330
I am rejecting this response because: the problem is not fixed. We want out of camera and contract. We will be putting negative feedback due to above reason. Plus have been paying for service not received and no offer for reimbursement.
Sincerely,
Bill & *************************Business Response
Date: 07/10/2023
July 10, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20230330
Complainant: Bill & ************************;
Vivint Account #: *******
Date of Agreement: August 8, 2022
To Whom It May ***************** have reviewed the additional information provided by **** & ************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
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:06/23/2023
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.
Here I am filing yet another complaint within 1yr against this company because they have no integrity at all. Vivint had people going door to door to check how their customers service was going and if there was anything they could assist with. This company and their products are not even really worth the money. Since I had their services at my old residence it has always been the same thing. I was assured with the upgrades that I wouldn't have the same problems. But yet again the camera isn't always picking up and now most recently the app no longer connects to our front door to lock and unlock from the app. I was told by the vivint associate that came to my door to call vivint at ************ and someone would come out to correct these issues for free. I called today unfortunately yet again vivint and their false advertisement that was further from the truth. The rep explained it would only be free if I signed up for a subscription service other than that it would be $100. Although, I explained who told me to call and what I said I was still told I had to pay. I am so sick of this company. Its a waste of money to keep paying monthly for this service that I don't even feel my home is really protected with then to try to force me into a subscription service just so you can fix your faulty equipment what kind of customer service is this !!!! I just want my services corrected and at this point Im on the verge of canceling the services completely.Business Response
Date: 06/28/2023
June 28, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20230316
Complainant: *************************
Vivint Account #: *******
Date of Agreement: September 2, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was assured with her upgrades that she would not have the same issues. She states her camera does not always pick up and the app no longer connects to her front door lock to operate from the app. ************** states she was told by an associate who came to her door that if she called in someone would come out free of charge to resolve the issues. She states she called and was told she must pay $100 or sign up for a subscription to have a technician come out. ************** desires a billing adjustment and repair.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers a technician free of charge to go out and address the system issues that ************** is experiencing. ************** may contact Vivints representative to set an appointment at (******************************************).
Vivints records indicate that ************** signed a Purchase and Service Agreement on September 2, 2022. Records indicate that ************** contacted Vivint on June 23, 2023 and requested a technician due to equipment issues she is having. Notes show she stated that she was told if she called in Vivint would send someone out for free.
With the information provided Vivint offers to send a technician free of charge. ************** 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:06/23/2023
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.
System has had issues since day of install. On May 9th an inexperienced tech came out and was on the phone asking for help throughout his visit. He said some sensors weren't working so he replaced them. After he left the issues wasn't resolved so another tech came on the same day and said the sensors shouldn't have been replaced that wasn't the issue that we needed a signal booster. I asked him if that would cost us anything. He said no, they should have installed it during the original installation. We were then billed $304. We called and they refunded us $301. Then we get a bill from Citizens Pay and our monthly payment for equipment has gone from $47.37 to $98.20 for ***** I called and spoke to a supervisor at Vivint as Citizens Pay said they couldn't help me. He said he would fix it and wrote up a paper to have the charges waived again and get the charges removed. My July bill is now reflecting $98.20 so on June 23nd I called back and got the run around. They told me they can't help me. That I have to pay for the equipment and to call Citizens Pay about my payment. Citizens pay says it's an equipment charge from Vivint.The sensors didn't need to be replaced at my house. They were changed by and inexperienced technician - that's not my issue that he wasn't trained properly. They can come get the equipment back. They can't explain why my bill has doubled and they don't seem to want to help me either.Business Response
Date: 06/29/2023
June 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20229730
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: 10/10/22
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, **************** states that on 5/9/23 a tech went out and replaced sensors that he claimed did not work. The new ones were not working after he left. Another tech went out and determined that the issues did not need to be replaced as the issue was that a signal booster was needed. He was billed $304 and after calling in about it, he was given a refund. A bill came and it went from ***** to *****. He called and was told that it would be fixed but the following month it was the same. He was told by a Vivint rep that they couldnt help him. He called Citizens and was told that it was a charge from Vivint. The sensors never needed to be replaced so he believes he never should have been charged for the ********* mistake.
Vivint agrees to remove the $304 charge from ****************** line of credit.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 10/10/22 with an initial term of sixty (60) months. Vivints records indicate that **************** called on 2/8/23 regarding sensors that were not working. A new one shipped on 2/10/23. Vivints records indicate that **************** called 5/8/23 and a technician was scheduled to replace the sensors and **************** was charged for them. Vivints records indicate that **************** called on 5/9/23 because the new sensors were not working. Vivints records indicate that a technician was sent on 5/10/23 and found that the sensors were not the issue. A signal booster was installed, and the issues were resolved. Vivints records indicate that on 5/11/23, **************** was given a refund for the charges and the charges were invoiced to his line of credit.
A representative from Vivint has reached out to **************** via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and **************** may contact Vivints representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/04/2023
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:06/23/2023
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.
Salesman could see i didnt want to chat but kept on and on just to spite meBusiness Response
Date: 06/28/2023
June 28, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20229333
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that the sales representative could see he didnt want to chat but kept on and on just to spite him. **************** desires no further contact from Vivint.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. Vivint agrees to place **************** contact information (phone number and email address)on its Do Not Contact lists. If *************** would like to provide his address, Vivint will also place him on its Do Not Solicit list.
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 LegalInitial Complaint
Date:06/23/2023
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 get a phone call at least 5 times a day and when I answer the call it says Vivint -************. I would like to have them to stop calling me.Business Response
Date: 06/29/2023
June 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20228382
Complainant: *********************;
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** ****** that she receives phone calls multiple times a day from Vivnt and wants them to stop.
Vivint has add Ms. ****** phone number to Vivints No Contact list.
A representative from Vivint has reached out to ************** via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and ************** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/10/2023
I want case reopened. I am still receiving phone calls from them on ************ my land line their number shows ********* ** ******* twice today *****Business Response
Date: 07/14/2023
July 14, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20228382
Complainant: *********************;
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the additional information provided by ************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution to add ************** to the Do NotCall list.
************** is not a Vivint customer. The only information we have for her was provided in her complaint. The phone number listed in her complaint was put on Vivints Do NotCall list. Now that the other number has been provided, it has also been put on Vivints Do NotCall list. ************** 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: 07/14/2023
Complaint: 20228382
I am rejecting this response because:
Sincerely,
*********************Initial Complaint
Date:06/23/2023
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.
On April 17,2023 I purchased a security system from Vivint Smart Home in the amount of $3,564.75; a few days later we added a flood light and an addition camera as our neighborhood vehicles were broken into and the cameras we had did not cover the area. Vivint came out to place the flood light and camera as requested but wanted to charge a difference price than what had been negotiated (we resolved that issue and new price for system now ~$4,000.00. There were multiple incidents when the system stopped working but was able to resolved over extended telephone calls. I was informed if a technician came out it would cost me $99.00 but they would do a special for $9.99. I informed them I wasn't paying for a technician to come out because this is a new system and not working. The system failed again recently and all attempt to solve over the phone failed. We scheduled for a technician to come out on 6/20/2023 between 12noon and 4pm. I was at home from work at 11:55am and no one showed up. At ~1:25pm I called Vivint to check the status and they reported that their technician had closed the case because no one was home. I asked them gracefully to please have the technician return as his arrival must have been well before scheduled time interval. Vivint declined my request and wanted to re-schedule another day with 4 hour window of time. I asked them multiple times to send out a technician on this day as I had already missed several hours from work and to prevent me from having to use more time away from work. Since they would not assist me with my request, I respectfully requested they come pick up their defective equipment. I have yet to hear from them. I have paid for the two months of having partially used their defective equipment, it is flawed and does not work. I have text messages were I asked for assist and they wouldn't respond for several days with vague responses. My ACCOUNT # **********Business Response
Date: 06/28/2023
June 28, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: Wayne C*****
Vivint Account #: *******
Date of Agreement: April 17, 2023
To Whom It May Concern:
I have reviewed the information provided
by Mr. C***** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Mr. C***** and a resolution has been agreed upon. Vivint has agreed to schedule
a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full
cancellation of the monitoring service agreement, fully cancel the equipment
line of credit with Fortiva, and refund all payment made directly to Vivint. Mr.
C***** 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 LegalCustomer Answer
Date: 06/28/2023
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,
Wayne C********
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