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

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  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:03/21/2023

  Type:Billing 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 started using Vivint in 2008, and continued until I sold my previous house on February 14, 2022. On February 16, 2023 I called into Vivint and canceled the service at that house. I had explained to them that the new home owners was going to open an account with them in which they did on that same day. So I agreed to continue to pay off the equipment, because they were on two different accounts. Ended that call and thought everything was okay to my knowledge, until I noticed about two months ago that Vivint was still charging the card I had put on file. I immediately called Vivint and talked with an agent and was told that they needed a few days to correct everything after they realized that someone else was also being charged for same address. I was told to call back on March 16, 2023, I was unable to speak with anyone that day, but did get through to someone today March 21, 2023. This time I was told that because I was still paying for the equipment they would not cancel the ***** per month for monitoring services. This doesn't make any sense to me because I'm paying this equipment and the new owner is using their monitoring service.

  

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  
  
  Better Business Bureau of ****
  **** W ******************************************************
  
  
  RE:    Consumer Complaint Case #: 19630498
             Complainant: *********************
             Vivint Account #: *******
             Date of Agreement: March 3, 2011
  
  
  
  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 the monitoring service contract effective February 14, 2022,when the original request was made. Vivint also agrees to refund all payment made from that date forward with an estimated refund in the amount of $550.00 back to the original payment method.  ************* 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

• Initial Complaint

  Date:03/21/2023

  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.

  Vivint salesman came by my house and told me about the Vivint alarm system. I told him I had ADT and he said Vivint was better. He convinced me to agree to a trial period. I agreed and they came in and took down all but one of my ADT cameras and installed their cameras. They also did something to the deadbolt lock on my door and messed that up. The cameras and the security system took several days to install because the install guy did not have the correct wiring. Once it was all installed it did not work. I contacted Vivint and they sent someone else out and it still did not work. I called and told them to come get their equipment and cancel the trial as nothing ever worked. The tried to tell me that the trial was up and I told them that as the system never worked, the trial never started. The credit company (Forvita) used said they would cancel, but I am getting bills from them and Vivint has not retrieved their equipment. I want all of the Vivint equipment removed, my account cancelled with Fortiva and the billing to cease. Also, that anything reported to my credit bureau report be removed. I will have my ADT reinstalled.

  

  Business Response

  Date: 03/29/2023

  March 29, 2023 
  
  
  Better Business Bureau of Utah 
  **** * **** * 
  Salt Lake City, Utah 84129 
   
   
  RE:   Consumer Complaint Case #: ******** 
            Complainant: ***** ******* 
            Vivint Account #: ******* 
            Date of Agreement: 7/16/22 
  
  
  
  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 a door to door sales rep talked him into going with Vivint when he already had ADT. It took several days to install due to wiring issues. Once install was done the system didn’t work. He called in many times and asked to cancel and return the equipment but was told the trial was over. 
  
  Vivint has pulled Mr. *******’s account from collections. Vivint agrees to schedule a technician to pull Mr. *******’s equipment from his home then forgive the equipment loan.  
  
  Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement upon installation of his Vivint system, with an initial term of sixty (60) months.Vivint’s records indicate that Mr. ******* was given an indoor camera, in place of a doorbell camera, as he requested, on 7/21/22. Vivint’s records indicate that Mr. ******* made numerous calls after his Right of Recession period, to cancel his service beginning 8/29/22 and ending when his account was written off for nonpayment on 2/27/23. Vivint’s records indicate that Vivint offered free technicians, which he declined, and offered credit, which he accepted, in an effort to resolve the matter on 8/28/22, 9/18/22 and 11/21/22. 
  
  A representative from Vivint has reached out to Mr. ******* via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. ******* may contact Vivint’s representative directly if he 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 Legal 

• Initial Complaint

  Date:03/20/2023

  Type:Service or Repair Issues
  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 am writing to file a formal complaint as a highly dissatisfied customer of **********************. My name is ************************* and I am requesting a refund for the 2 doorbell cameras that were returned to a Vivint Technician. I also request to cancel my account without any additional charges, including Vivint Services and the equipment purchased through Fortiva. Furthermore, I would like any negative remarks on my credit report removed as the service has not worked properly since installation, on or around May 9, 2022.I have listed below my chief complaints, which I have already raised with Vivint: Cameras and app have not worked properly since the equipment was installed. Cameras go offline a lot. Video capture does not work (Especially when I am exiting my home at 3am) App doesn't allow me to perform certain tasks; for example: lock and unlock door and arm system Sometimes we cannot arm our home because it says the door is unlocked and it's not. The doors sometimes unlock by themselves, which is very frightening, and I don't feel safe Approximately 10 or more technicians have been to my home to fix the issue, but the issues still continue today.In order to remedy the issue of not recording important events, I purchased the recording and playback system and 2 doorbell cameras that were compatible with the new system. Unfortunately, this still did not capture footage around my home. Despite making several complaints and requesting refunds, I was told that I could not cancel my account until the equipment was paid off. However, I refuse to pay for any services and equipment as long as the equipment is not working properly.I then requested to return the doorbell cameras because Vivint charged my personal account instead of my line of credit account with *******. However, despite speaking with 5 or more representatives regarding this issue, nothing has been resolved. I have been waiting on my refund for 3 months (Since January 2023) and was promised several times that I would receive a return label email, but never did. Then a technician was sent to my home to pick up the doorbell cameras, and I still have not received my refund.Moving forward, the 9th or so technician (on 4/18/23) came to my home to fix the offline issue and put two holes in my wall to hardwire the internet to the device. Although I approved the work at the time, it is now an eyesore. Furthermore, my cameras still go offline. I am requesting to have this damage fixed, and I want the wall to look brand new. I advised a representative of these concerns and he assured me that he would send someone to fix it. However, when the technician arrived, he only said he was there for doorbells. I immediately sent him away because that was not the reason he was supposed to be here. The technician also showed me the work order to verify what they told him. In addition, I was promised all new equipment, which never happened.The last technician that came to my home replaced one camera and checked all the additional equipment except the doorbells. I am now requesting to cancel my service with your company.I hope that you will take the appropriate action to address my complaints and provide me with a resolution to this matter as soon as possible. I look forward to your prompt response.Thank you.

  

  Business Response

  Date: 03/27/2023

  
  3/27/2023
  
  
  Better Business Bureau of ****
  **** W ******************************************************
  
  
  RE:    Consumer Complaint Case #: 1962761
             Complainant: *************************
             Vivint Account #:*******
             Date of Agreement: 5/12/2022
  
  
  
  To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
  
  In her complaint, ************** states that her equipment has not functioned properly since installation. She further states that she is owed a refund for two cameras.************ requests that Vivint cancel her account and line of credit.
  
  At this time, Vivint has agreed to cancel Ms. ***** account and line of credit.Additionally, a refund of $712.70 has been issued.
  
  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: 03/27/2023

   
  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:03/20/2023

  Type:Service or Repair Issues
  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 had Vivint installed in my home and used it while I lived there. I sold the home in April 2021 and have been paying for the service for over two years, although I have not used the service. My credit card expired so they contacted me to update the information. I contacted them to tell them I have not lived there for over two years and have continued to pay for the service but would like to discontinue paying for a service I do not use. I have equipment that I understand I need to continue to pay for. I have no issue with that. The representative told me that I am not able to stop paying for the services until April ****, despite not using the service. They offered me a 6 month break from payments which will not help as I will not be purchasing a home in the next 6 months. There is a shortage of affordable homes in my area and I will wait to purchase once the interest rates go down. I am in an apartment at this time that does not allow security systems to be installed. They offered me to turn my service over to the purchaser of the home. I have no idea who the person was and it is an AirBnb now. I feel this is ridiculous and should not be allowed. They have been receiving money for a service I have not had for 24 months. I do not believe companies should be able to hold clients hostage like this. Again, I will continue to pay for the equipment or put it on a credit card but I will NOT pay Vivint for the next 3 years for a service I have no access to.

  

  Business Response

  Date: 03/28/2023

  March 28, 2023
  
  
  
  Better Business Bureau of ****
  **** W ***********************************************************;  
  
  
  
  
  RE:   Consumer Complaint Case #: 19627235
            Complainant: ***********************
            Vivint Account #: *******
            Date of Agreement: October 22, 2020
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
  
  In her complaint, **************** states that she has been paying for a service that she has not used for 2-years due to selling her home.  **************** states that she has no problem paying for the equipment, however, would like to have the monitoring service contract cancelled.  **************** desires to have the monitoring service contract cancelled.
  
  A Vivint representative has attempted to reach out to **************** regarding this matter via email.  After reviewing the account, Vivint has cancelled the monitoring service contract effective March 27, 2023 along with refunding back to the original payment method a total of $22.76.
  
  Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on October 22, 2020.  **************** called Vivint on May 5, 2021, to schedule a Smart Home Professional to remove the equipment due to selling her home.  **************** also requested a 6-month deferment be applied.  March 20, 2023, **************** called due to receiving a message from Vivint that her payment method needed to be updated.  **************** stated that she no longer lives at the service address and the apartment she now resides in will not allow the installation of the security system.  March 24, 2023, Vivint reviewed the account,Vivint agreed to allow cancellation of the account upon proof the equipment loan was paid in full.  March 27, 2023, Vivint called ****************, **************** agreed to the cancellation terms.  The account was cancelled and a refund totaling $22.76 has been made back to the original a payment method.
  
  To resolve this matter, Vivint has completed the resolution as stated above.  **************** may contact Vivints representative with any questions or concerns she may have.
  
   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: 03/28/2023

   
  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.  I was very impressed by the employee who reached out to me. She was courteous and professional. She also offered me solutions rather than ignoring the facts and telling me there was nothing that could be done until ****, as the previous employee who identified himself as a supervisor had. This matter has been resolved, and Vivint has taken steps to rectify an unfortunate situation. Thank you Vivint for your help. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:03/20/2023

  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.

  Vivant **** ***** *** ****
  , Provo, UT 84604
  Account # ********** 
  I purchased services and equipment from Vivant in June 2022. I was approached by a door-to-door salesman who explained the services and arranged for installation. The installer did not arrive until late in the evening. He explained that he would do the installation and all wired would be in the wall, no unsightly wires would be seen. He drilled several holes in my walls and in the end was unable to install the equipment with the wires inside the walls. He ran the wires to a plug and plugged it into a nearby outlet. It was midnight before he completed the work.
  Two days later, he returned because the system was not working as it should. He moved the unit to another room and again he was unable to install the equipment within the wall. He ran wires down my wall and plugged it into another outlet. He said he would come back and clean up his mess from both areas of damaged walls and would repair the holes in my walls. He did not return, and I was stuck with holes in my walls and my outlets being used solely by Vivant equipment and I cleaned up all of the dust and empty boxes that were left in the floor.
  The system worked great for a couple of weeks but then issues began to develop. A motion sensor fell off of the wall and when I called customer service, I was informed that I needed to complete the repairs myself. I also tried to discuss the issue of the holes in my walls and was told they did not take care of things like that.
  Less than 30 days into the contract, the system started having issues. The system was supposed to alert to my phone if anyone approached the front porch and also if someone rang the doorbell. When this feature stopped working, I called customer service and was informed that on their end, my service was working fine. I was told that I should restart my phone to see if that resolved the issue. It did not. Customer service would not send anyone out to resolve the issues with the system. This issue continued for a couple of more weeks and I called 3 or 4 times trying to get someone to come to the house to resolve the issues with the system. Below, please see the excerpt from my contract where the company promises to repair and service the system:
  5. Repair Service. During the term of this Agreement, we will repair or service any defective part of the System as follows: (A)What is Covered: If you selected professional installation, then for one hundred and twenty (120) days after we complete the installation, we will repair or replace any defective part of the System without charge to you. After the initial one hundred and twenty (120) day period, or at any time if you selected self-installation, we will, for a period of five (5) years after the date of purchase of the equipment, and so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee for the package that you have selected, plus any applicable taxes. At our discretion, service may be provided by shipping replacement equipment to your installation address for self-installation. If we provide service by shipping you replacement equipment for self-installation, you may be able to purchase professional installation of the replacement equipment for an additional fee. All charges for repair service are due and payable upon completion of the service call, and you agree to pay the same. We can use new or used parts of the same functionality, and keep all replaced parts. (B)How to Get Service: Call or write us at the address and telephone number at the top of this Agreement and tell us what is wrong with the System. We will provide service as soon as possible during our normal business hours, which are 8:00 a.m. to 6:00 p.m. Monday through Friday, excluding holidays we observe. A responsible adult must be at the premises at the time we visit. (C)What is Not Included: Repair of the System is our only duty. This repair service does not include batteries or alarm screens. We make no express warranty including any warranty of merchantability of the System or its fitness for any special purpose. We do not warrant that the System will always detect, or help prevent, any burglary, fire, hold-up or other such event. We do not warrant that the System cannot be defeated or compromised or that it will always operate. Our obligation to repair the system under this Section does not cover repairs that are needed because of an accident, acts of God, your failure to properly use the System, or damage resulting from improper self-installation, or if someone other than us attempts to repair or change the System, or any other reason except a defect in the equipment or our installation. We are not liable for consequential or incidental damages. You agree that we have given you no other warranty for the System. (E) State Law: Some states do not allow a limitation on the duration of implied warranties or the exclusion or the limitation of consequential or incidental damages, so the above limitations or exclusions may not apply to you. This Agreement gives you specific legal rights and you may also have other rights which may vary from state to state.
  It further states that:
  12. Customer Duties. You will instruct all other persons who may use the System on its proper use. You will test the System’s protective devices and send test signals to the Center in accordance with our instructions and product requirements at least monthly. If the System includes space or interior protection (e.g. passive infrared motion detectors or other such detectors) you will turn off, control or remove all things such as air conditioning and heating systems, and pets that might interfere with such devices when they are turned on. If a problem in the System occurs, you will notify us.
  Vivant was notified several times that there was a problem in the system. They just refused to take care of the issue. When Vivant refused to service the equipment, I asked for the service to be cancelled and to be given an address to return the equipment. I was informed that I was not permitted to cancel the service until the equipment was paid in full. The equipment was purchased on a credit card for $1069.99 and was I unable to pay off the balance immediately. I stopped paying for the service because I was not receiving the service that was promised to me by the company. I am stuck paying for the equipment even though I will not be able to use the equipment in the future.
  I want my service cancelled and my equipment charge refunded. I am more than happy to return the equipment to the company. I also want all of the negative reports deleted from the three main credit bureau reports.

  

  Business Response

  Date: 03/28/2023

  March 28, 2023 
  
  
  
  Better Business Bureau of Utah 
  **** * **** * 
  Salt Lake City, Utah 84129 
   
  RE:    Consumer Complaint Case #: ******* 
             Complainant: ******* **** 
             Vivint Account #: ******* 
             Date of Agreement: June 18, 2022 
  
  
  To Whom It May Concern: 
  
  I have reviewed the information provided by Ms. ******* **** and appreciate the opportunity to respond. 
  
  A Vivint representative has reached out to Ms. **** and a resolution has been agreed upon. At this time, Vivint agrees to cancel her service and loan once the equipment has been pulled from her home. Ms. **** may contact Vivint’s representative directly with any 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 Legal 

• Initial Complaint

  Date:03/20/2023

  Type:Billing Issues
  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.

  In July of 2021, I moved out of a house that I was renting. My new rental property was in an apartment complex, and I no longer needed Vivint services. I had a friend that recently purchased a home and was looking for an alarm system. Since I still owed money on the equipment and my contract with Vivint was not up, we reached out to see if it was possible for my friend to take over the account. Vivint took us through a whole process in which we paid off the equipment and bought out the alarm monitoring to be able to move the service to my friend's address, and then he took over my account. It seems as there was a mistake on their end in the process and my account has remained open. Flash forward to 2023, I received collections notice regarding my account. I have not once received a bill from Vivint from when my account was moved/ transferred in July of 2021. I received one phone call in October of 2022 in which I was informed that my account was in collections. I spoke to the Vivint representative and explained the above situation. Instead of resolving the situation the representative just removed me from the collections call list and did not provide any further steps for me to accomplish. This resulted in a 3rd party collections agency stepping in. I spoke with Vivint today, and again, the representative offered no solution. They could not tell me when the charges occurred and why I did not receive any bills after July of 2021. I am extremely dissatisfied with the way in which this is being handled and even more upset that this is in collections. I asked the representative to speak with her direct manager and she would not transfer me. Instead, she says that she submitted an email to the investigations department and that I should reach back out tomorrow. The representative was just looking to collect money from me during the call and telling me that I did the process wrong. I would like to speak with someone who can help me resolve this.

  

  Business Response

  Date: 03/27/2023

  March 27, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 19626392
   Complainant: ***********************
  Vivint Account #: *******
  Date of Agreement: June 8, 2020
  
  To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond. 
  
  A legal representative from Vivint has recently contacted ************ via phone to resolve his concerns. Mr. **** 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 Legal
  
  

  Customer Answer

  Date: 03/27/2023

   
  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:03/20/2023

  Type:Billing 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.

  Moved and tried to cancel service, company refused to cancel service and then harassed me and my wife and now are insisting on payment that is essentially legalized theft for services that were never received. I want to write off the debt and remove any record from my credit history or I will get my lawyer involved.

  

  Business Response

  Date: 03/28/2023

  March 28, 2023 
  
  
  Better Business Bureau of **** 
  3703 ******** 
  **************, **** 84129 
   
   
  RE:   Consumer Complaint Case #: 19626101 
            Complainant: ****************************;
            Vivint Account #: ******* 
            Date of Agreement: May 23, 2019 
  
  
  To Whom It May *********************** have reviewed the information provided by **************************** and appreciate the opportunity to respond.  
  
  In his complaint, Mr. ************ states that Vivint refused to cancel his account when he moved. He further states that Vivint harassed him for payment after he stopped paying his bill. He is requesting proactive cancellation of his account and for Vivint to write off the debt and remove any record of it from his credit history. 
  
  Vivint offers to remove Mr. ************* account from the collection agency once documentation from ******************** Settlement Program is submitted with Vivint listed as one of the debts that was settled. The customer would remain responsible for the equipment line of credit, but he would have no further obligation to Vivint. If the account was not settled with ******************** Settlement Program as Mr. and Ms. ************ stated, he will need to work with the outside collections agency to settle the balance of his account. 
  
  A Vivint representative has reached out to Mr. ************ in order to assist. Vivints records show that Mr. ************ signed a Purchase and Services Agreement upon installation of his Vivint system, with an initial term of sixty (60) months and a monthly services fee of $39.99 plus applicable taxes.   Vivint's records indicate that Mr. ************ called to cancel his service on 6/13/22. On that recorded call, he was given move options, which he declined, and he was told that the equipment loan needed to be paid in full prior to cancelling his account. On that call Mr. ************ was also told that a written notice of cancellation was required to legally cancel the account. Mr. ************ stated that he would have ******************** Settlement Program contact Vivint as they were going to be paying off the debt. Vivint's records indicate that Mr. ************ called in 9/21/22 and was given the same move options and cancellation information. He said he was working with national debt relief and would call back later. 
  
  Vivints records further show that Mr. ************ did not submit written notification of cancellation and stopped making monthly payments after 9/23/22.  As such, the account was cancelled for non-payment on 1/27/23 and was transferred to an outside collection agency 
  
  A representative from Vivint has reached out to Mr. ************ via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. ************ may contact Vivints representative directly if he 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 

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service 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 was contacted by letter ( 10/22) from Vivant that they were taking over my ADT security account. That ADT was no longer a service in my area. I had had ADT security since 2018 at this house, first for my elderly father and now for myself. I had not been happy with the ************** since it was installed in October 2023. I tried to have my billing date changed as they had a service charge and an equipment charge with ************* and I wanted them combined. They wouldnt or couldnt help me. Worst customer service Ive come across. I switched back to ADT 2 weeks a ago and Vivant has continued to charge me a service fee although it is now deferred for 6 months and I still have a several thousand dollar equipment charge with ************** They wont take the equipment back until I pay off the equipment charge Why should I pay for something that is sitting in a bag at the back door? I cant be the first complaint on this.

  

  Business Response

  Date: 03/27/2023

  March 27, 2023
  
  
  
  Better Business Bureau of ****
  **** W ******************************************************
  
  
  RE:    Consumer Complaint Case #: 19624921
             Complainant: *********************************
             Vivint Account #: *******
             Date of Agreement: September 20,2022
  
  
  
  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 complete cancellation of the Vivint account. This will include removal of the equipment, upon removal of the equipment Vivint will cancel the account,provide a full refund of all payments made to Vivint and closure of the equipment line of credit with Citizens. ************** 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
  

• Initial Complaint

  Date:03/20/2023

  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.

  On or about August 15th 2022, my dvr recording device stopped working. I was sent a new one after several phone calls and a 2nd DVD stipped working. On Sept 8. 2022, my bank was charged $435.96 for the non-returned equipment. I returned it. I sent the equipment back and it was signed for Sept 2nd. I called both vivint & my bank. I was told by vivint it would be credited to my acct. I verified after I noticed my payment not coming out of my acct, with autopay. Now in March 2023, I have received several 10+ calls a day from their collections unit. I have called 3times this month alone, and proved I was charged. I sent in bank statements. I picked they received the equipment as they had to sign for it. They are now saying that they refunded the money, to which I had my bank on the phone with the vivint rep stating I was never refunded. They never credited my acct, instead have ended my payments saying I owe money in the exact amount they owe me back or they were to put towards my acct. Literally calling myself & bank rep ****** I have proven all I need to. I have my vivint statements that said I was credited, as well proof the refund was never sent. Via their acct.

  Customer Answer

  Date: 03/21/2023

  I want the money they took refunded or put towards the current balance. I was told the money would not be refunded but instead credited to my account. They were using that money originally,  but then decided not to, but they also didn't refund it. They started trying to refund it after they were caught being shady buy since I no longer have the card, they can not. Now they are saying g I won't get the money & I owe that exact balance. 

  

  Business Response

  Date: 03/27/2023

  March 27, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 19624784
   Complainant: ***************************
  Vivint Account #: *******
  Date of Agreement: May 7, 2018
  
  To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond. 
  
  In her complaint, **************** states that she was sent a replacement dvr recording device and on September 8, 2022, her bank was charged $435.96 for the non-returned equipment. She further indicates that she returned it, and it was signed for on September 2, 2022.
  
  Vivints records indicate that Ms. ******* past due balance of $433.64 has been waived and she now has a zero balance. Vivint apologizes for any undue delay in this process. **************** 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 Legal
  
  

• Initial Complaint

  Date:03/20/2023

  Type:Customer Service 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 contacted Vivint, by phone and by email on February 16 2023 to cancel my service with them; it is a home security system. They sent me an email requesting additional information, which I sent back to them the same day. I was told that it would take up to 30 days for the cancellation to go through. However, the service was not cancelled and I was charged for another month of service on March 17. I have tried to contact Vivint about this again, but they are not returning my emails and they have not yet cancelled my service.

  

  Business Response

  Date: 03/27/2023

  March 27, 2023
  
  
  
  Better Business Bureau of ****
  **** W ******************************************************
  
  
  RE:    Consumer Complaint Case #: 19623829
             Complainant: Trace ********
             Vivint Account #:******
             Date of Agreement: 9/25/2007                                                                                             
  
  
  To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
  
  In his complaint, ******************** explains that he requested cancellation, however,the account was charged for another month of service. ******************** is requesting cancellation of the service.
  
  Vivints records show that Mr. ********* account has been cancelled. A refund of $39.75 was issued on March 21, 2023.
  
  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