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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:
$220,547.00

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 the company gave proper consideration to some complaints presented to them.

Although in some cases the company failed to respond to complaints.

Complaint Closing Statistics

108 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
0	Refuse to adjust, relying on terms of agreement
105	Unanswered

108 complaints against Vivint, Inc. (Headquarters)

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11/19/2025

RESPONSE: Complaint was not answered Amount in Dispute: $99.99 Amount Settled: $0.00

Customer Complaint

10/24/2025

I tried an upgrade to my security system and the young man that sold it to me did not inform me that even if I return it I still would have to pay the installation fee now the financial institution is charging me interest plus fees. I tried to dispute the claim with Vivint and they won't. I have been charged for this over Resolution Sought That Vivinit pay the $99.99 because the salesman never informed me that I would be charged a fee even if I didn't keep the equipment

11/11/2025

RESPONSE: Complaint was not answered Amount in Dispute: $4,000.00 Amount Settled: $0.00

Customer Complaint

10/16/2025

Vivint sales rep, Kevin, came to our door to convince us to switch our security system from ADT to Vivint. I was not entirely convinced, but he said instead of a 3 day trial, he would give me a 30 day trial to cancel without consequence. I told him how busy I was, and he said this way, I have more time to see if this is something I really want. When I was filling out forms on the phone, there was a part that stated everything the sales rep said was in writing. I brought this up to Kevin regarding the 30 day trial and he said "don't worry, I'll write it in the contract later." I took 2 weeks to decide. I called to cancel, and the customer services reps called and emailed Kevin, with no response from Kevin. This happened 3 times. I submitted a complaint to the website, and the next time I called, the issue was escalated. Chayton at the escalation team worked on my issue, and Kevin finally responds, claiming he never offered a 30 day trial. Vivint says I can't cancel without paying off the equipment, which is over $4,000. I relied on a 30 day trial period to make my decision, which is what Kevin offered. It is my word against his, and I am doing everything I can to not have to pay a huge amount of money when I trusted the sales rep to keep his word. Resolution Sought Let me cancel without paying the equipment, as offered by the sales rep.

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