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Vivint, Inc. (Headquarters) complaints

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4931 North 300 West
Provo, UT 84604 | Get Directions

(801) 705-8066

http://www.vivint.com

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Total Amount in Dispute:
$632,166.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that the company responded to and gave proper consideration to most complaints. However, one or more complaints are unresolved meaning the company failed to properly address the complaint allegations or their response was inadequate.

Complaint Closing Statistics

136 complaints against Vivint, Inc. (Headquarters) closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
3	Agreed to make an adjustment
0	Refusing to make an adjustment
1	Refuse to adjust, relying on terms of agreement
132	Unanswered

136 complaints against Vivint, Inc. (Headquarters)

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2/2/2025

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

1/7/2025

We have had vivint for 1.5 years and have had nothing but issues. Our system works off and on. Our cameras work off and on as well. I spent 2 hours on the phone today (not the first time) for them to trouble shoot our system all do have a text scheduled to come out. When we bought the system we were told we could opt out at any time and they would come get the equipment. I tried to cancel today and was told I have to pay the system off before I can do that. I do not want to pay off a system I am not confident in. It's a rediculous amount of money I am paying for this system not to work. I want my account dropped without me having to pay it off. I want to switch to a company I can trust to keep my home and family safe. Vivnt doesn't seem to care. I have to convince them our system doesn't work most of the time. It's so frustrating. Please help! Resolution Sought Stop my "contract" and come get their equipment. I dont want to pay another dime to them.

1/13/2025

RESPONSE: Complaint was not answered Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/18/2024

December 12, 2024 Ms. Judy Hernandez Vivid Security Systems Subject: Formal Complaint Regarding Ongoing Service Issues Dear Ms. Hernandez, Once again, I am reaching out to express my deep dissatisfaction with the ongoing issues surrounding the security system at my residence. To date, this is the ninth time I have contacted your team to address the recurring problem of my cameras being offline. Despite my repeated attempts to resolve the matter, there has been no lasting solution, and I am still being charged for a service that is not functioning as promised. Most recently, I was informed that a technician would visit my home yesterday, December 11, between 8:00 a.m. and 12:00 p.m., as confirmed during our call. However, at 10:00 a.m., I received a call from someone other than yourself, stating that the scheduled time could not be honored. This last-minute cancellation has caused significant disruption to my schedule, as I had taken time off work specifically to accommodate this appointment. This pattern of mismanagement, lack of communication, and failure to resolve the issue is unacceptable. I am flustered, frustrated, and extremely disappointed by the lack of urgency and concern shown toward resolving this ongoing problem. It seems there is no consideration for the inconvenience I have endured or the trust I placed in your company to secure my home. Resolution Sought The resolution is to no longer have the contract that i have to pay for, it doesn't work. Why should I have to keep paying for something that doesn't work.

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