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
- 8,353 total complaints in the last 3 years.
- 2,972 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:10/17/2022
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.
We were Vivint customers for almost 4 years, and were up to date in payments prior to leaving our house. We moved to another state for work, and had our services transferred to the new (current) owner of the home. We have been sent to collections for services in the total of around $900 that we were getting charged after we moved. We did not continue Vivint service at our new property as it is a rental. So after we transferred service to the new owner we continually got charged monthly for services we were not receiving. Vivint essentially lost no money in us transferring service (gained a new customer) and honestly we would have used them again when we bought our new home. They were receiving payment from new owner and charging us for services at the same time. We were always loyal customers to Vivint, and I want this collection action ceased, and relieved.
Business Response
Date: 10/24/2022
Tell us why here...
October 24, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18234271
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 12/6/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains the new homeowners opened an account with Vivint. **************** further explains that her account continued to be charged and was sent to collections. **************** is disputing her debt with Vivint.
To assist ****************, Vivint has closed her account with collections.
However,Vivints records indicate that prior to the installation of any equipment, *************** signed a System Purchase and Services Agreement (Agreement). Every customer must sign this document, and if a customer does not, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the Agreement is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that **************** signed the Agreement on December 6, 2018.
By signing the Agreement, **************** represented that she understood and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $41.47, plus any applicable taxes, during that term. 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.
I should be noted that the takeover process was never completed nor was a Notice of Cancellation ever sent to Vivint. According to **************** contract, a 30-day written Notice of Cancellation is required in order to cancel the account.Furthermore, Our records show that **************** did not contact Vivint until October 2021 to cancel the account and at that time, her account was already past due.
Despite the information mentioned, Vivint agrees to the resolution above. **************** 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 LegalCustomer Answer
Date: 10/24/2022
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:10/17/2022
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 helped me get a loan to have their system installed last week. The system is fine. However, they mistakenly charged my checking account / debit card $1462 this morning. They can’t give me a reason as to why this erroneous charge took place. They said they would refund my money but it will take 7-10 business days and I can’t wait 7-10 business days to get MY MONEY back. I need to buy groceries and pay my electric bill today. This isn’t about ME wanting some type of REFUND for something, this is my bank account money that they should not have had access to! I can’t wait their standard wait time to get it back.Business Response
Date: 10/24/2022
October 24, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: July 3, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ******* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ******* to resolve her concerns. Vivint’s record indicates that this issue has been resolved to Ms. *******’s satisfaction. Ms. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have spoken to many agent. Called about 4 times a week for about a month. I recently started collecting names. ******************************. All tell me different answers. My bill is supposed to be $50.00 plus tax I paid off ALL my equipment. I got a charge of $81.81. I called to get it fixed. They escalate it and it would be fixed in 48 hours I called again I see a new charge of $194 why ? Called again it would be fixed. Charge is now $284. WHY. why do I have to call everyday to get this fixed. And why is everyone telling me is fixed and its NOT Im getting my lawyer involved. And taking this company to court if this is not fixed. Same issue has been happening for 4 months I havent gotten a single bill that is correct.Business Response
Date: 10/24/2022
October 24, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18233739
Complainant: Gavy ******
Vivint Account #: *******
Date of Agreement: June 17, 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 waive the past due balance of $198.71. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/17/2022
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 sold my house and had to move out of state. I tried to cancel my contract and Vivint refused. Instead, they made me do 12 months of service suspension instead. After the 12 months were up, they started charging me for monitoring again. I wasn't contacted or notified. They just started charging me. I then called back to try again to cancel my account and they gave me such a huge run around. The online customer service chat was useless. They kept making me call the customer loyalty line who refused to accept my passcode even though it was repeatedly accepted on the online chat. This went on for anyone couple months. They were supposed to mail me my passcode. Never happened. They emailed me saying they were processing my cancellation. Never happen. They continued to charge me the monthly monitoring fee until I finally got through to a customer loyalty rep who decided that my passcode was correct! Now they say they will cancel my account but I have ti buy out of my 61 month contract that I signed. Well l, it wasn't my signature. Furthermore, it wasn't my billing address. They are now trying to get me to buy out of a contract that they tried to trick me into signing that is not even my signature not is the billing address correct. These people are deceitful. I want all of my money back and a clean cancellation.Business Response
Date: 10/24/2022
Tell us why here...
October 24, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18232605
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 10/7/2020
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In his complaint, ******************** explains that he has moved from his residence and previously requested cancellation. ******************** further explains that he did not sign the Agreement and requests a full refund.
To assist ********************, Vivint has canceled his account out of goodwill. ******************* has no further obligation to Vivint.
However,Vivints records indicate that prior to the installation of any equipment, ******************* signed a System Purchase and Services Agreement (Agreement). Every customer must sign this document, and if a customer does not, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the Agreement is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ******************** signed the Agreement on October 7, 2020.
By signing the Agreement, ******************** represented that he understood and agreed to the initial term of 60 months. He also represented that he would pay a monthly services fee of $49.99, plus any applicable taxes, during that term. 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 Mr. ********* representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
If ******************** would like to formally dispute his Agreement with Vivint, he may send a copy of his drivers license or notarized signature to the representative who has contacted him via email.
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:10/17/2022
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.
On July 25, 2022, a Vivint technician came to my home to install security cameras. After instillation I noticed broken shingles, missing soffit pieces, missing/loose caulking around my windows and somehow the brick veneer in the front of my home was pulled out. My home had all new shutters and windows installed so there was no reason any caulking should have been hanging or loose. I immediately called the technician back to fix what he had broken. Very apologetically he expressed his awareness to the damages he created, stating he was trying to hide the wires. I called Vivint's customer service line and was asked to provide proof of the damages and contractors estimates to repair my home. I provided pictures and contractor's estimates and still nothing has been done. It is now October, due to the seasons change, rain waters seep between the wide gap of the brick veneer and my home causing more and more damage. The longevity of this situation has made me fearful of mold which will later cause sever health problems. Vivint has acknowledged fault, but they are excepting me to pay for damages I did not create. I have provided them with everything asked and all they are offering is less than half of the cost to repair the damages. I have been passed around from manger to manger, hung up on, I was questioned, almost interrogated, as to how the damages happened. Its almost like they are trying to place blame on me when my only fault was hiring, what I thought was a professional, to install my services. I am a Vivint customer of over 6 years and was simply adding to my services. Vivint sent a technician to my home, he caused damage and now I'm left with a huge out of pocket expense to have my home repaired. I simply want Vivint to cover the cost to get my home back to it pre-lose condition.Business Response
Date: 10/24/2022
October 24, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18232227
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: October 31, 2018
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** to resolve her concerns. **************** 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 LegalInitial Complaint
Date:10/16/2022
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.
Issue is with Vivint Home security company. The home service was turned off on September 29, 2022 via a request from an unauthorized person (not the account owner or the Power of Attorney). POA discovered the service was turned off when received a letter (addressed to the service account owner) from Vivint on 10/12. POA tried to get service turned back on and spent 1.5 hours on the phone going through 5 people until I got to Tim, who said it could be turned back on but would require $49 activation fee and $49 per month cost. I did not think I had to pay an activation fee since it was turned off without owner/POA authorization. Tim said to take that up with another department. Sent me to another person who refused to remove the activation fee but offered a monthly rate of $45. However, Tim charged my credit card and said a technician would call me through the security panel so I had to be physically there. On 10/15, I drove to the house at the appointment time and the tech texted me and said the panel was too old and refused to turn the service back on. Wait a minute, so it was on and worked just fine 2 weeks ago, but now the panel too old??? He said I had to buy a new panel. I got back on the phone and spent another 40 minutes trying to get it turned back on; Vivint said I had to put up $499 for a new panel or sign a 5 year contract. Here's the issue I tried to explain to them: the home owner/ service owner is elderly and is now in a nursing home. Home is being prepared for sale and needs the security system for protection against break-in and vandalism since no one is living there now. I'm not spending $499 for a new panel and I'm not signing a 5 year contract, just turn it back on like it was 2 weeks ago! YOU Vivint, failed to contact the owner regarding an unauthorized person requesting to turn it off in the first place..... you are a security company! And now it's too old to turn back on? Absolutely the most ridiculous and non-customer focused company!Business Response
Date: 10/21/2022
October 21, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: ******
********
To Whom It May Concern:
I
have reviewed the information provided by Ms.
******** and appreciate the opportunity to respond.
In
her complaint, Ms. ******** explains that Vivint has
cancelled services at a location without permission from an authorized person. Ms.
******** requests that Vivint restore the account and services.
Vivint’s
records indicate that the contract signer on the account previously sent Vivint
a written Notice of Cancellation. As such, the account was cancelled due to the
account owner’s request. If Ms. ******** would
like services at the address, she will need to open a new account. This may
require upgrading the system since the panel is now too dated for a technician
to service it.
If you have further questions or concerns
regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/21/2022
Complaint: ********
I am rejecting this response because: the account owner has indicated they did not request the service to be discontinued and absolutely would not have had it discontinued as the house has been broken into in the past and this is a great fear. Having a security system on the house is critical to her peace of mind and having some kind of safety mechanism in place. I am her POA and I had no knowledge of this until receiving the cancellation letter AFTER it had already been shutoff, which was 2 weeks later.Secondly, the security panel worked just fine and the company's claim that 2 weeks after they shut off the service the panel is now suddenly too outdated to re-establish the service, HOWEVER, they would be more than happy to install a new panel for $499. Vivint obviously has issues with their cancellation procedures and as a security company, this should be a huge red flag. Rather than acknowledging and addressing the breakdown in their cancellation process they are trying to force the owner to pay out $499 to get a new panel. This is horrible customer service and just blatant disregard for this elderly home owner.
Sincerely,
****** ********Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: ******
********
To Whom It May Concern:
I
have reviewed the additional information provided by Ms. ******** and appreciate the opportunity to respond.
Vivint’s
records indicate that the contract signer on the account previously sent Vivint
a written Notice of Cancellation. As such, the account was cancelled due to the
account owner’s request.
If you have further questions or concerns
regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/16/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We currently have a home security system through Vivint and were approached in April to install solar panels on our house as well. We agreed to have them installed along with a $25 dollar a month discount on our current security system bill. We haven't seen the discount in 6 months. Also Vivint contracted out ********** to install our panels and I currently have a complaint in progress with them as well. We have paid $506 in panel payments while also having to pay electrical ******************* due to the panels still not being turned on. The claim number for ********** is #********. It will summarize that issue. I don't know who is liable for paying our payments and giving us back pay for past payments and discounts missed. Vivint just contacted us today wanting to sell us panels. WE HAVE HAD THEM FOR 6 MONTHS!!!! I need help dealing with this and I am ready to take this to court if needed.Once again VIVINT contracted out **********. This complaint is separate of the other claim number, but VIVINT is still a part of this complaint for discount back pay.Attached is the contract We signed with VIVINT in April. It states in 2 different places that we do not make payment until panels are turned on and it states that they have 3 months to complete the job.Discount back pay from Vivint needed and bill back pay needed from Vivint or Paic.Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18231814
Complainant: *******************
Vivint Account #: *******
Date of Agreement: September 30, 2020
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that his solar panels were not on and he was paying for the panels. ************ states that he did not receive a discount on his bills nor the promised Vivint security credit. ************ desires backpay and a refund.
A Vivint representative has applied the credit and refunded ************ for the $25 per month, for a total of $150. Vivints records indicate that PAIC has turned on the solar panels. Regarding the payments made for the panels and energy bills, ************ should work with PAIC directly via their customer service department.
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: 10/20/2022
Complaint: 18231814
I am rejecting this response because: It was stated that Vivint's records indicate our panels have been turned on. PAIC has not turned on our panels. I am still waiting for them to call to activate them. This is the only thing I disagree with in *****'s response. Everything else in question from Vivint has been handled and I am thankful! As soon as I hear from PAIC, and our panels have been activated I will update on my end.
Sincerely,
*******************Initial Complaint
Date:10/14/2022
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.
On 6/20/2022 a salesperson *****************************, Vivant, came to our home with a sales speech regarding Vivint Home Security. It sounded like a great idea, and several promises were made during the sales pitch. ***** promised a gift card (*******), an upgraded thermostat, and the buyout of Brinks contract with previous vendor. To date, none of these have occurred. On 8/5/2022, I had a discussion with *********************** (*******************************/**********) who ensured me that she would resolve the buyout portion of the contract. I sent ************* the information for previous vendor ****** and I have not heard back from her (she said it would be 3 weeks).I would like the money back that i have spent on my Brinks account (July-October) and I would like to terminate this contract without any penalty. I prefer not to engage in contracts based upon lies from a salesperson and no accountability from the company.Business Response
Date: 10/20/2022
October 20, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18226479
Complainant: ****************************************
Vivint Account #: *******
Date of Agreement: June 20, 2022
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ******************************* states that on June 20, 2022 sales representative ***************************** sold her a system and promised her a $1000 gift card, an upgraded thermostat, and a buyout of her Brinks contract. ******************************* states that to this date she has not received any of these promises. She states that on August 5, 2022 she was assure that the promised buyout of Brinks would be resolved. ******************************* states that she has sent the buyout information in and has yet to hear anything back. ******************************* desires four (4) months of payments to Brinks and cancellation without penalty.
A Vivint representative has attempted to contact ******************************* via email in efforts to resolve this matter. Vivint offers to remove the Vivint installed equipment and to provide cancellation of the Vivint contract and equipment line of credit without penalty.
Vivints records indicate that ******************************* signed a Purchase and Services Agreement on June 20, 2022. Records indicate that it was requested of ******************************* to send in the final invoice of her brinks contract. Records indicate that this invoice was never received prevent Vivint from executing the buyout of her Brinks contract. Records indicate the Promised $1000 gift card was for the buyout of the Brinks contract.
Despite the listed information above, Vivint offers cancellation without penalty upon removal of the equipment. ******************************* 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:10/14/2022
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.
This company was sent to my home to install an alarm system. Started with 2 young men then 2 more join, but did not install just waited for the installer to do a terrible job. The same day I complained about the installation, about the messy, rush and very unprofessional way it was handled. I was told a MGR would contact me. They sent a man of color thinking this would pacify me. Fast fwd the smoke detector alarm started beeping and I was told to change the battery, I knew that but the equipment was placed on my ceiling which is 8ft high.. ************* calling this company and several times I was told to get a neighbor, or a child to climb up the ladder. I am 62 year young and do not have either ladder, neighbors or a small child access. Tomorrow, they are coming out and charging me $50 plus I need the battery to change. Worst CS ever. Don't want free service just better.Business Response
Date: 10/21/2022
October 21, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18224714
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 9/22/2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to waive the cost of the technician visit. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/14/2022
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 Home Security. Received installation on 07/24/2021. It has been a nightmare ever since. I wrote a review today like BBB advised me to. Charged me through a 3rd party bank $2,750.84 for equipment that doesn't work. The phone app doesn't work. Continuous lagging and loading. App only works when I'm home. The novice Tech drilled 5 holes in the side of my trying to run a cable. Drilled a hole right through my brand new $4K Feather River front door. ****** rewind to see footage of an incident that happened in my back yard. Driveway camera doesn't work. Cannot log in to app to see activity in REAL-TIME. Front door camera has 50% visibility due to poor install. Basement camera lags. I want VIVINT to come and get their equipment so I don't have to stress about this any longer.Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18222377
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 6, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancellation of both the monitoring contract and equipment line of credit without penalty, upon receipt of the Notice Of Cancellation. **************** 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
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