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
- 8,066 total complaints in the last 3 years.
- 2,835 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:03/31/2023
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.
In the summer of 2022 Vivint representative came to our door and asked how we liked our Vivint home security system. I told them that it was difficult because it only taped short amount of time. He said he could fix this by installing something that cost quite a bit. When I explained that I wouldnt pay any more money, and I was very disappointed in the system, he told me he was going to see what he could do. He left and came back the next day. Upon his returning, he told me that he was able to have Vivint give me this device for free. I took a picture of his name and badge number. We received the device, and also received a bill on our credit card! I called and after a half an hour of talking to the person they told me they would resolve it. It was never refunded and I called back! At which time they told me they would refund my money and give me a $50 credit. after none of that occurred I called back a third time. Each of these calls took over a half an hour. Then my money was finally refunded after a third call. Only to have it come out again the next month! I called back and they told me that they would refund my money and give me $100 credit. Mind you I have never seen any of these credits! Finally thinking that it was over a new paper bill arrived in the mail! I called and asked about this paper bill only to be hung up on. I called a second time and asked about this paper bill in reference to what it was for and was hung up on again. after receiving no answer to what this **** was I did not pay it. They have now turned it over to collections and I still cant get an answer from Vivint as to what this is for! This company has been nothing but frustrating to deal with! **************** is nonexistent. Ive taken down the name of every person and badge number who spoke to me and it gets me nowhere. I have asked to speak to a manager at which time they yelled at me and hung up! An absolute complete joke.
Business Response
Date: 04/06/2023
April 6, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19879566
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 31, 2019
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 remove the account from collections, reinstate the account waiving the past due balance providing a fresh start, and provide a promised $50.00 credit. Vivint has also set the account back on autopay as requested by ******************* ****************** 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:03/31/2023
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.
We have had a horrible experience with Vivint. Not only has our equipment hardly worked but trying to cancel with them has been an absolute nightmare. We paid off the equipment fee early so we could cancel our subscription. The first time I called, they couldn't find where we had paid off the equipment fee and they wouldn't talk to me to help me because it was initially under my husband's name. So had to get my husband on the phone as well. I did this as early as possible since he works a full time job and it's hard to get him on the phone with the company too. We finally got in contact with them, had to again get the verification that the equipment was paid off and then was told we had to pay an early termination fee. She transfers us but transferred to the wrong department so I had to call back yet again. When I called back I went through all the hoops to be told they weren't open yet. When I finally talk to someone to pay the fee, they then transfer me back to the cancellation department who didn't keep record that they spoke to my husband to be able to cancel the contract. They refuse to help me or cancel our subscription. They make you jump through hoop and hoop but will never fully just cancel the subscription. They say the recorded the call but never took the information that he gave authorization to cancel our subscription. They won't cancel.Business Response
Date: 04/06/2023
4/6/2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19879492
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 10/1/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she has paid off her equipment and requests cancellation of the account.
At this time, Vivint is willing to cancel Ms. ******* account without penalty.
However,it should be noted that on October 1, 2018, a System Purchase and Services Agreement (Agreement) was signed for an initial term of 60 months. As such,the account is technically not eligible for cancellation until October of 2023.
Despite this information, Vivint agrees to the resolution above.
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: 04/07/2023
Complaint: 19879492
I am rejecting this response because:Thank you very much and I appreciate all the help. All we wanted was to cancel the account. I understood that the was an agreement and Vivint made us pay half that fee to be able to cancel. We understood that was part of the agreement and paid the fee that they told us to pay. Then after the fact they still wouldn't cancel our account. So to say that they graciously cancelled our account without penalty is false. We had to pay a fee. So if they are going to let us out without that fee, then I would like a refund. They did not go out of their way to help. I had to get my husband on the phone, which we understood was part of the protocol. But after they transferred me around and made me call back twice after that because the department wasn't open to collect the penalty fee, I got a hold of someone to pay the fee then yet they still wouldn't cancel our account without talking to my husband yet again. I had to then wait for them to pull the recorded phone call for them to verify that my husband was on the phone to cancel our account. And I still have to call back to get that done. It has been a complete hassle to get anything done to try and cancel.
I guess my point is that they say they graciously cancelled our account without penalty but they haven't. Account is still not cancelled. And we still had to pay the penalty.
Sincerely,
*************************Business Response
Date: 04/10/2023
4/10/2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19879492
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 10/1/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
Ms.******* account was cancelled on April 7, 2023. Vivint has refunded $182.49 to **************** in the form of a check which will be received within **** business days.
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: 04/10/2023
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:03/31/2023
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.
VIVINT has sent three different sales representatives to offer us an upgrade for my 10 year old console. We declined each time. Subsequently, our equipment has been beeping for various issues. After we completely replaced a hall detector, we continued to get beeping from the console. One evening I was on the phone for two hours trying to get this noise to stop. After speaking to the fourth person, it was stopped temporarily. The next day beeping occurred again. On the phone for two hours again. One VIVINT representative I spoke to admitted it was a glitch on their part. The heat detector that the console was notifying us about had been completely replaced. Yet the beeping continued. I requested my service be canceled when I spoke to almost every customer service representative. After we experienced Hurricane *** up close and personal, we had NO electricity for 11 days. We were stressed. My 86 year old husband was taken to the hospital in an ambulance during this time. When the electricity finally came one, our VIVINT console started beeping. When I called I was told it had to beep for 24 hours until it was fully charged. Really ? Their customer service is inferior. I think the staff there in Columbia are not familiar with the product. There is only one department that handles cancellations. I was told by that department that I have a contract and in order to cancel my service, I must pay $148.96.If a contract exists, I contend it was broken by VIVINT for their inferior service.Business Response
Date: 04/06/2023
April 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19879156
Complainant: ***** and *******************;
Vivint Account #: *******
Date of Agreement: July 15, 2011
To Whom It May ***************** have reviewed the information provided by ***** and ******************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** via phone to resolve her concerns. ************** 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 LegalCustomer Answer
Date: 04/06/2023
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, thank you
***** And *******************Initial Complaint
Date:03/31/2023
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.
My wife and I were approached by a door to door sales man sometime in 2022. We were impressed with the system but was unsure on establishing with vivint as we intended to sell the home in the near future and move. The salesman informed us that we would simply call to cancel and vivint would take back the equipment and we would just lose the money we had paid that far. As I am in the military and liked the idea of my home and family being secure while I would be gone for work we agreed. The time finally came this year for us to move and we purchased and moved into our new home December of 2022. When we called to cancel we were informed that what the salesman said was untrue. we were then informed that the cancelation policy is explained in a contract my wife signed on an IPad. We never saw a contract so requested a copy where we found my wifes name is misspelled with a very common alternate way of spelling in which you would assume is correct if you just heard the name. It was then investigated internally by vivint where we were told that it was audio and video recorded in our home on the iPad and shows my wife signing. When I pressed the issue further and requested to view the video multiple times I was then informed that the salesman asked my wife is this how you spell your name and she allegedly responded yes. I dont see my wife misspelling her own name, and I have yet to see or hear this recording. Also, after seeking legal advice I have found that if that were the case, a virtual signature holds the same legal weight as a physical signature except that proves my wife did not sign the contract as the salesmen is quoted asking my wife if this is how you spell the name. Also, after making plenty of calls trying to obtain this recording I found that vivint is claiming we owe close to $5.6k when we do not possess that much in equipment. This was also disproven when a citizen rep joined the call and stated the correct amount. This has yet to be fixed in the systBusiness Response
Date: 04/05/2023
April 5, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19878517
Complainant: *******************
Vivint Account #: *******
Date of Agreement: July 20, 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 lower the monthly rate by $10 per month permanently. Vivint has also provided a breakdown of the equipment charges as requested. ************** 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 LegalInitial Complaint
Date:03/30/2023
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.
Vivant double billed me for 14 months. Promised me a refund, never happened. I had to closed my bank account they were billing to stop double billing. Trying to close account for three months, but unable unless I pay balance from past three months. They want me to provide new bank or billing for existing balance before closing account. Worst experience with customer service in my life.Business Response
Date: 04/05/2023
April 54 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19878154
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: September 29, 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 cancel his old service and provide a refund for overpayment. ************* 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 LegalInitial Complaint
Date:03/30/2023
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.
I hired Vivint to care for our alarm/ security services when we first moved to ***** in June 2022. They installed the system early July 2022: in short the technician showed up without the door lock and thermostat we want it. He told us it was not in stock and charged us full price for two pieces of equipment we did not want. There was also some equipment that was never installed and the company sent a second tech to install that. When we moved out of ***** in Dec 2022, Vivint sent a tech to remove the equipment for the cost of $149. The technician did not return the previous equipment (non-smart door bell and thermostat) to its original working state, and the property management company charged me $300 for the cost of repair. In my new address in *********** Vivint sent a tech to install the equipment, as well as some extra equipment I purchased. The tech described himself as an independent contractor with the power to negotiate equipment price and offered me 10% off equipment, discount which never showed up in the bill. Additionally, Vivint charged me $149 for installation; however, upon discovering the doorbell and one of the cameras had been installed incorrectly, Vivint sent a new tech and offered to waive the two $149 tech visits fees. Weeks later I received the bill with the promised discounts missing (10% new equipment, and 2 tech visits at $149 each). After many calls, Vivint has completely failed to address my concerns, or provide the credits offered.Business Response
Date: 04/05/2023
April 5, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19878143
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 23, 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 remove the account from collections and to provide a total credit in the amount of $362.98. The credit is a result of 10% off the doorbell camera pro gen 2 and the outdoor camera pro purchased along with the (2) $149.00 uninstall/install fees charged. ************ 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 LegalCustomer Answer
Date: 04/10/2023
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:03/30/2023
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.
We purchased services and products from Vivint home security systems. We had nothing but issues with our connectivity and the equipment that was provided. We made multiple phone calls to the company to have our services producing what they promised it would. We were unable to get the service we wanted. The came Dec 3rd and took the equipment and said that our services as well as the line of credit financed to pay for the equipment would be terminated and we would no longer be charged. 4 months have passed since then and we are still being charged for the equipment that they took as well as the monthly service; however we have not had service or products since December 3rd. We have called every month as we are getting charged and they give us the run around of completed forms, reviewing process, or they have no idea what to do. I do not want to stop the charges as my name is still tied to the line of credit and do not want that to reflect poorly on my credit. They are not even making an attempt to rectify the situation and have fraudulently charged us $441.76 since we have terminated our service with them.Business Response
Date: 04/05/2023
April 5, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: April 21, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that he has had nothing but issues with connectivity and equipment. He states that after multiple attempts to resolve the matter Vivint came on December 3rd and removed the equipment. He states that Vivint told him that the services and equipment line of credit would be terminated and no longer charged. He states he is still being charged. Mr. ****** desires a refund and closure of the equipment line of credit.
A Vivint representative has attempted to contact Mr. ****** via email in efforts to resolve this matter. Vivint has provided cancellation of the account effective December 3,2022. Vivint has also processed the closure of the equipment line of credit and processed a refund in the total of $219.45. This refund will take about 5 business days to arrive. Mr. ****** will have to contact the equipment line of credit company to work with them on getting a refund for the payments made to the equipment line of credit.
Vivint’s records indicate that Mr. ****** signed a Purchase and Service Agreement (“Agreement”) on April 21,2022. Records indicate Mr. ****** reported the cameras cutting in and out, a technician was scheduled. November 28, 2022 Mr. ****** again reported camera and network issues. December 2, 2022 Mr. ****** made a cancellation request due to equipment issues, a technician was scheduled to see if the equipment was unserviceable. December 12, 2022 Mr. ****** called Vivint to ensure that he would not be charged for the service and final payment. The system was listed as unserviceable and the account is in the process of cancellation. January 27, 2023 the required Notice of cancellation was received from Mr. ******.
With the listed information, Vivint has provided cancellation and a refund. Mr. ****** has no further obligation to Vivint and may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/09/2023
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:03/30/2023
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 few months back i was experiencing a financial hardship and asked for solutions. The solution presented was to negate payment for 3 months apparently this extended a term of the contract which i was told and unaware of any contract to begin with. When i found out about the contract it was for 60 months from 4-7-18 until 4-6-23. Now Vivint is trying to extend the contract until 9-6-24 with the payment deferment. They are now trying to charge an early termination fee of $400Business Response
Date: 04/05/2023
April 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19875155
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: April 7, 2018
To Whom It May ***************** have reviewed the information provided by Mr. ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve his concerns. ****************** may contact ********************************** / ************) directly if he 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:03/30/2023
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.
on 1/16/2023 filed for cancelation of my account. proceeded with proper documents and emailed a cancelation request. after many calls to agents. They continued to say they never received document. After requesting the cancelation department i was refused. i resent document to many agents to no avail.Business Response
Date: 04/05/2023
4/5/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
****
Vivint Account #:
*******
Date of
Agreement: 8/14/2018
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 she requested cancellation, however, the
account has remained active. Ms. **** requests cancellation of her account.
Vivint
does not have record of Ms. ****’s initial request for cancellation. Despite
this information, Ms. ****’s account was cancelled on April 4, 2023. Ms. ****
has no further obligation to Vivint.
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: 04/08/2023
Complaint: ********
I am rejecting this response because:on 1/16/23 i requested a cancelation of my account via email (attachment) per their instruction page. I called the next day to verify my email and was told they received it. the instruction page said i had to wait 30 days. On 2/23/23 i called to check my cancelation status and was told they did not receive my email. This happened three times. this company is very dishonest. they left me on the phone by hanging up or leaving me on hold many times. i see im not the first this has happened to. They will charge me for the extra months plus late fees. i do believe i owe them $80.00.
Sincerely,
***** ****Business Response
Date: 04/14/2023
4/14/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 8/14/2018
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
As previously explained, Vivint has
cancelled Ms. ****’s account. Ms. **** has no further obligation to Vivint.
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:03/29/2023
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 was mislead on things by service tech I told him a couple of times I did not want contract or long term contract he said no worries then all said & done oh by the way your on a five year contract!!!! Also used another name ******** is not my name I told him dseveral. Times that’s not my name he said it woukd be ok also everything on I pad I can’t see that well my glasses are old I’m 68& on social security I was trying to read everything he was n hurry said just sign or shows you are you are our customers & that I put your equipment in I didn’t get to read anything!!! All very confusing for me then m supposed to oay$80 a month then I find out from my bank they took payment out then STOLE $573.70 out of my account!!! Messed up my checking account I didn’t know anything about it till bank trouble!! I have been lied to stolen from etc I pray I get my money back a young lady said tgey woukd return my money but I will have to see the check before I believe it there THIEVES!!! Never again I’m so hurt & mad about this!! To steal my money that’s a lot of money on social security!! Please help me .Business Response
Date: 04/05/2023
April 4, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: February 4, 2023
To Whom It May Concern:
I have reviewed the information provided by **** and appreciate the opportunity to respond.
In his complaint, **** states that she told the sales rep that she did not want a contract to which he replied no worries. She later found that she was in a 5-year contract. He also used the name ********, which she told him several times, is not her name. It was all done on an iPad which she had difficulty seeing. Her glasses are old, she can’t see well, she is 68 years old and on social security. She tried to read the contract but he didn’t allow her to and hurried her saying that the iPad said she is a customer and that he put in the equipment. It was all very confusing and now she is supposed to pay $80 a month. Vivint took $573.70 out of her account, and she had no idea until she had bank trouble.
Vivint agrees to send a technician to pull the equipment, and to cancel her service and loan. She would receive a full refund for any payments made and have no further obligation to Vivint
Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement on 2/4/23 with an initial term of sixty (60) months and a monthly services fee of $34.99 plus applicable taxes. She took an audio and video recorded survey in which her name was verified as ******** ****** and to which she agreed with a verbal responds of “yes”. The survey also asks if she is aware of her loan to which she replied “yes”. Vivint’s records indicate that Ms. ****** contacted Vivint on 3/29/23 stating issues with her cameras and stated that the sales representative told her she was not in contract and that she was not told that she would have to pay $3000 for equipment. Vivint’s records do not indicate that Ms. ****** ever requested to have her service canceled.
A representative from Vivint has reached out to Ms. ****** via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/13/2023
I have read this. I will accept the offer from Vivint that I will not be responsible for any more payments or loan I also would like my$573.70 returned to me as it was stolen it was not authorized to take this only$80.00 thank you so much for helpingBusiness Response
Date: 04/17/2023
April 17, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: February 4, 2023
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ****** ****** and appreciate the opportunity to respond.
Vivint stands by its previous resolution to pull Ms. ******’s equipment. After it has been removed, Vivint will refund all payment made and forgive her loan.
**** may contact (lori.v******@vivint.com / ###-###-####) directly if HESH 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 LegalCustomer Answer
Date: 05/04/2023
Hello I was having trouble trying to figure out how to send Vivint was supposed to send the money they owe me they still have not sent my money hoping we can reopen case please I have letter fromBBB stating. Vivint woukd give my $573 plus change & money for last two monthes I have yet to revive please help me with this so I can get my money tgey owe me thank youBusiness Response
Date: 05/10/2023
May 10, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19870911
Complainant: ****** Hester
Vivint Account #: *******
Date of Agreement: February 4, 2023
To Whom It May *********************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, **************** states that Vivint was supposed to send her money that was owed to her which she has not received. She has a letter from BBB that says she will be given $573 but has yet to receive it.
Vivints records indicate that ****************** equipment has been removed from her home and her Vivint account and her loan have been canceled. **************** has been sent a refund via check in the amount of $573.70 has been sent to the address on file.
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 Legal
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