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 has 6 locations, listed below.

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  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
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  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

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  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

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  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  

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:10/10/2022

  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.

  We got Vivint back three years ago, and we have had a terrible experience. Our doorbell camera does not work and it hasnt worked for a long time. Weve called multiple times even this year to have someone come out to fix it from Vivint, but they are unwilling to come out and fix it for us. All we see is a black and purple screen when we pull it up, we cant see anything. Vivint wont fix it for us, or theyll want to charge us a ton of money. Our outdoor camera also will not record when there is movement out front. It only works like half the time. Weve called about this too lately but vivint wont come out to fix it. Were paying way too much money every month for an alarm that will not work, and that we cant have fixed. We still owe about $500 to cancel for monitoring and also even extra for the equipment, we just want out of the contract and we dont want to pay for this anymore. We wouldnt recommend Vivint for anyone!

  

  Business Response

  Date: 10/14/2022

  October 14, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 18195437
            Complainant: *****************************
            Vivint Account #: *******
            Date of Agreement: September 4, 2021
           
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 
  
  In her complaint, **************** states that her doorbell camera has not worked for a long time. **************** states that Vivint is unwilling to send anyone to resolve the issue. She states that all she sees is black and purple when she pulls it up. **************** states that she is also having an issue with her outdoor camera not recording when motion is detected. **************** states that she still owes about $500 for her monitoring contract plus what is owed on the equipment. **************** states she would like out of the contract. **************** desires a refund and to be contacted by Vivint. 
  
  A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers to send a technician free of charge to resolve the system issues **************** is experiencing. Should **************** want to proceed with cancellation **************** must provide a confirmation notice showing that the equipment has been paid off. Once the equipment is paid off, Vivint offers to waive the remaining contract term and any associated fees for cancellation of the account. 
  
  Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on September 4, 2021. In this agreement is states that Vivint does not always warrant that the system will detect or operate properly. Vivint records show that **************** has called in about the listed issues, a technician was not discussed due to troubleshooting over the phone and resolving the issue or a fix being provided and having to give time for the camera to record to verify the results of the fix. 
  
  Despite the information above, Vivint does offer to send a technician to resolve the system issues, or cancellation. **************** 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
  
  
  
  

  Customer Answer

  Date: 03/13/2023

   
  Complaint: 18195437
  
  I am rejecting this response because:

  I am not satisfied with the vivit service they do not offer quality products and so I'm terminating my svc
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 03/20/2023

  March 20, 2023
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 18195437
            Complainant: *****************************
            Vivint Account #: *******
            Date of Agreement: September 4, 2021
           
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 
  
  In her rebuttal, **************** states that she is not satisfied with Vivint service, and that Vivint does not offer quality products. **************** desires cancellation.  
  
  A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract without penalty. However, **************** will remain responsible for the remaining balance owed if any to the equipment line of credit with Fortiva. 
  
  Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on September 4, 2021. In this agreement is states that Vivint does not always warrant that the system will detect or operate properly. Vivint records show that **************** has called in about the listed issues, a technician was not discussed due to troubleshooting over the phone and resolving the issue or a fix being provided and having to give time for the camera to record to verify the results of the fix. 
  
  Despite the information above, Vivint offers cancellation of the remaining monitoring contract 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:10/10/2022

  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 spoke with a sales representative and agreed to purchase the system with monitoring. I purchase item specific needs. I have cats and have my sensor set to pets however when alarming as away the system was triggered by my pets. I was not home, was not called, and it took over 1 and a half hours for a police response. I called Vivint and began working for cancellation. It was then I was advised of a contract for 36 months (which I specifically asked the rep about and was advised there is no service contract, only the equipment loan payment.) I was advised I would have to pay the system loan and the early termination fee would be waived. Now this did occur. After paying off the $4000.00 in equipment the service was canceled. I however was not advised that I would not be able to personally view my cameras or unlock my automatic door through the application, nor be able to access the *** I paid for to view past videos. Vivint refuses to assist. At this point I would like a refund of my equipment cost and they can come pick uninstall it.

  

  Business Response

  Date: 10/17/2022

  October 17, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:    Consumer Complaint Case #: 18192540
             Complainant: ***************************
             Vivint Account #: *******
             Date of Agreement: June 23, 2021
       
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 
  
  In her complaint, **************** states she requested cancellation because her pets were triggering her alarm and police response took over an hour. **************** states that following cancellation, she was not able to access her application. **************** states she paid off the equipment financing. **************** desires to return the equipment and receive a refund. 
  
  A Vivint representative has reached out to **************** via email in order to assist. Vivints representative is willing to adjust ****************** monthly rate by reducing it to 25% of her previous rate if she would like and activate her account. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter. 
  
  Vivints records show that **************** signed a Purchase and Services Agreement on June 23, 2021 with an initial term of sixty (60) months. Vivints records indicate that **************** contacted Vivint in March 2022 about cancellation of her account. Vivints records indicate that **************** paid off the equipment financing and contacted Vivint on September 22, 2022 about cancellation of her account. Vivints records indicate that **************** sent a notice of cancellation on September 23, 2022. Vivints records indicate that **************** contacted Vivint on October 10, 2022 about the equipment functionality. The equipment can work locally, but to view the equipment remotely, an active Vivint account is required. 
  
  **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  Vivint Legal