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
- 8,067 total complaints in the last 3 years.
- 2,803 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:03/08/2023
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.
Hi,
I filled out a questionnaire about solar and had several companies reach out. Vivint had a great salesman that at first was great to work with. He sold me on No cost for 3 months, lower monthly payment for 18 months and service after the sale. I agreed and we were off to the races. Filled out paperwork and started. He came back and said they needed to do a MPU or main panel upgrade but no worries they could get that in with the financing. When I got the upgraded load docs this MPU price was outrageous. I called around and they were charging 2-3 times more than what it should cost. I called Britton, my sales rep, and they adjusted that price. Had an issue where I thought we may have to move so I called Britton and he said they could put my system on hold and the deal would stay the same. My job didn't move me so we proceeded with the install. This is where things go south. They changed all financing, none pricing was the same. A different company put the actual panels on my roof and they are still up there but not functional. As soon as the company put the panels on my roof I got a form text from Britton saying that he left the company and he gave me a different companies # to call. The finance company has called saying the 3 months start now but I don't have a functioning system. I called the electrician about the MPU and he said several people are still waiting on their system to be operational. I bought the system from Vivint but the salesman only refers me to the other companies.
Business Response
Date: 03/16/2023
March 16, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: ********
Date of Agreement: Unknown
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 spoke to a Vivint sales
representative about a solar system. Mr.
***** was sold on 3 free months, a lower monthly payment for 18 months, and
service after the sale. Mr. ***** states
that after the paperwork was signed, he was told he would need to complete a
main panel upgrade. He states when the
final documents were received, the cost was 2-3 times higher than what they
should be. Mr. ***** states that he was
misled and still does not have a working system. Mr. ***** desires to have a discontinuance of
an advertised claim, be refunded, or have the job finished.
A Vivint representative has attempted to reach out to Mr. *****
regarding this matter via email. The way
our partnerships work, we are responsible getting customers to install. Once the solar panels are installed, it is
the installer or solar companies’ responsibility to get them working. The installer PAIC will need to fulfill their
part of the agreement. A Vivint representative
from our Energy Support team will reach out to PAIC to have the contact Mr.
***** to resolve this matter.
To resolve this matter, Vivint agrees to a resolution as stated above. Mr. ***** may contact Vivint’s representative
with any questions or concerns he may have.
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: 03/16/2023
Complaint: ********
I am rejecting this response because:
Message from Vivint repHello Mr. *****,
Thank you for the screenshots, they were very helpful. The way our partnerships work, we are mostly responsible for getting customers to install and once their solar panels are installed is the installer or solar companies’ responsibility to get them to where their panels are working. From the text messages the solar panels have been installed so the installer PAIC will need to assist further as we are very limited in what we can do once those panels are installed.
A Vivint representative from our Energy Support team will be reaching out to PAIC to have someone reach out to you regarding this matter. Should I received any additional information, I will be sure to forward it on to you.
Please let me know if you have any questions or concerns regarding this matter. I will do my best to assist you.
Thank you,
Kathleen M*******
Legal Assistant
###-###-####
kathleen.m*******@vivint.com
**** * *** *, Provo, UT 84604
Office Hours: Mon-Fri 6:00 AM-2:00 PM MSTMy Response
Hi Kathleen,
Your response doesn't address my complaint and the lack of customer service. Part of my complaint is how much the deal changed. Also, The panels are on the roof, but the solution isn't installed. They aren't hooked in, as per the texts, there was electrical needed, that still isn't installed and was part of the deal, therefore, Vivint hasn't completed what was agreed upon. Britton says multiple times in the messages the deal will stay the same. If you look at the initial contract and then what the deal is now, they are vastly different. Finally, did Britton actually leave the company, or... Did he wash his hands once he had the sale. Getting a response of nothing but a phone number that isn't his is not customer service. If he left the company, why not give me another rep from Vivint to work with. These were all my complaints to the BBB. Also, these 3 partner companies weren't addressed at all in the sale. I was unaware that vivint wasn't the company I was working with. Do you not think you would have hesitations upon finding out the only relationship you've had on an investment like this isn't actually involved other than trying to get your money. That sure seems to be the case on Vivints end. We have your money, now deal with these other people you don't know.
Sincerely,
****** *****Initial Complaint
Date:03/08/2023
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.
RE: **** *****
Vivant ACCT #*********
Service#: *******
Vivant Address: **** ***** *** ****, Provo, UT 84604
To Whom It May Concern:
I am reaching out to you in hopes you can help me with my Vivant Account. I have been trying to cancel my service with them since August of 2022.
After contacting them several times in August of 2022, I was successful in getting someone to email me a Notice of Cancellation that I signed and emailed back to their offices on 8/24/22. A copy of which I am enclosing for your review.
I waited for well over 30 days before cancelling my auto bank payment for this account. Therefore, my balance was zero well after this cancellation should have been processed.
My dilemma is that I have been unsuccessful in getting them to close my account and correct their records and adjust off my bal. I have called and been transferred around and hung up on by salespeople that refuse to transfer me to the correct department.
On January 5, 2023 I wrote them a letter outlining my efforts to cancel my acct. Currently, I have service through ADT effective the end of August 2022 and do not even have any Vivant equipment in my home. They emailed a reply to my letter in February, I have enclosed a copy for your review, telling me they would not cancel my service because “one or more of the following reasons”. None of those reasons should apply, I sent them a signed document requesting them to cancel my service, there was no contract for a balance on equipment (they were having a special and their equipment was included in their service) and I would have a zero balance if they would have processed my request when they received it. We had their service for a couple of years so any commitment for a length of service should have been satisfied, if not I need a copy of that signed commitment from their office.
Thank you in advance for reviewing this information. Any assistance you can provide would be greatly appreciated.
**** *****Business Response
Date: 03/15/2023
March 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: ****
*****
Vivint Account #:
*******
Date of
Agreement: 8/26/2016
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 Mr. ***** and a resolution has been
agreed upon. At this time, Vivint has agreed to cancel her account without
penalty. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/16/2023
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:03/08/2023
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 have submitted my request cancel my service in November 2022 because I am selling my home. Vivint states that cancellation takes up to 30 days and I am still being charged services and have sold my home. I continue to call customer service where I am told that my cancellation is being escalated and should take 48 hours to resolve. My cancellation has not been resolved for 5 months. I need my service cancelled and my account to stop being charged. I have paid so much in late fees because I assumed my cancellation was processed so I took my card off the account. Now seeing that it was not canceled I had to add my card back on my account on order to avoid late fees or attempts to have my credit ruined.Business Response
Date: 03/14/2023
March 14, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *******
Vivint Account #: *******
Date of Agreement: June 24.
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 has agreed to cancel
the monitoring service effective November 3, 2022, when the notice of
cancellation was received. Vivint also
agrees to refund all payments made from that date forward back to the original payment
method. Ms. ************ may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/16/2023
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:03/08/2023
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.
issues with autopay policy. my bill is generated on the 5th of the month, thats the first day i can see my bill. its also the day the bill is due and the day they take my money out of my bank account. If i want to nkow before they take the money i have to call and get the run around or chat and ask someone. i just want my bill amount in advance of the auto payment. for example my bill was ***** through November. On 12/5 they pulled out ***** with no notice that my bill was different until 12/5. they are saying they cant tell me before the 5th what my bill will be and i can only pay on the 5th but there is a 3 hour window on trhe 5th to cancel the payment should they s**** up and try to take all of my money. i want a bill a few days before they pull my money. this is NOT unreasonable. My last bill that i can access AFTER they take my money says that the bill was generated 3/5/23. Bill date is 3/5/2023-4/4/23. Payment Due date 3/5/23 to avoid a late fee. how can i even plan my checkbook without an amount in advance/? who will pay overdraft fees when they raise my cost again and not notify me until after they are taking the money from my bank? this is some shady billing practices.Business Response
Date: 03/15/2023
March 15, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19555820
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: August 16, 2022
To Whom It May ***************** have reviewed the information provided by Ms. *************************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she has issues with the autopay policy, and she noticed her bill was different in December. ************** desires a billing adjustment.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve her concerns. Vivints record indicated that ************** purchased an indoor camera on December 5, 2022, which resulted in an additional $32.40 to her bill for the next 5 months. ************** is now being billed $99.46 via autopay to her checking account ending in 0481.
************** 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: 03/16/2023
Complaint: 19555820
I am rejecting this response because: I am not asking for a Billing adjustment. All i want is to be able to log in and see how much money they are going to withdraw on auto pay. My account always says 0. When I bought new equipment my email confirmation does not say how long I am paying for it. I do not want to have to call in or chat before the 5th of the month to find out how much money they are going to initiate on the 5th for auto pay. My invoices all say that they are generated on the 5th and payment is also due on the 5th. I do not want a paper invoice mailed to me on the day my payment is due so that it arrives after payment is made. I do not want to have the first time i see what my monthly bill from vivint is when it clears my bank account. The best would be some email saying hey your auto pay of $30 or whatever will be done on 4/5, or even a hey your statement is ready email. According to the reps, me agreeing to autopay is just saying vivint can take as much money as they decide on the 5th but they don't notify me of what that is even the day before.
Sincerely,
***************************Business Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19555820
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: August 16, 2022
To Whom It May ***************** have reviewed the additional information provided by Ms. *************************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
************** may contact the billing team to update her payment method if she does not wish to have autopay. A bill will be mailed to her monthly before the due date to give her enough time to make the payment.
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: 03/22/2023
Complaint: 19555820
I am rejecting this response because: WHY CANT I GET TO KNOW MY AUTOPAY AMOUNT BEFORE I PAY IT
Sincerely,
***************************Initial Complaint
Date:03/07/2023
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.
We had the security system at old old address for over 2 years at ************ ********** address. We had to call at least bi monthly because they doubled deducted from my account or the system wasn't working. We called in Feb to have the system removed due to moving. In our contract it states that was free. They not only came out and caused major damage to our old home to repair and broke our doorbell but then charged my account ****** yesterday and that was not authorize by me. I have contacted my credit card company and I am filing a complaint as we have had nothing but lies and previous fraud charges from them numerous times on my credit card.Business Response
Date: 03/14/2023
March 14, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19554895
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 4, 2020
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 remainder of the monitoring service contract, however, ********************** will remain responsible for any balance remaining on the equipment loan with Citizens. Vivint also agrees to refund ********************** $149.99 the amount charged to have the equipment removed from her home. ********************* 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:03/07/2023
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 changed the alarm monitoring system over to ADT in July of 2022. I called Vivint to cancel the alarm service in August 2022. I was told they would send me an email to confirm cancellation. The email never came, and I made several calls regarding the continuous monthly charges on my credit card. Five months later, they were still billing me for services. Vivint sent the cancellation request form to the wrong email address when the correct email address was on file. They finally cancelled the service on 2/21/23 and said they were going to backdate to August. They only cancelled services in February after being notified I have been paying for other service for months. I am requesting to be refunded for 6 months of duplicate coverage when there was no monitoring being provided by Vivint. Please see attached document where I continued to be charged for monthly services August 2022 - January 2023.Business Response
Date: 03/14/2023
March 14, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* *******
Vivint Account #: *******
Date of Agreement: June 20, 2012
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******* and a resolution has been agreed upon. At this time, Vivint agrees to give to give him a partial refund. Mr. ******* 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: **** ***** *** ***t, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/07/2023
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 technician stole my father's credit card information.The customer service is beyond awful, took me 44 minutes to cancel. Have called customer service numerous times and never got any help other than them trying to get more money from me. They illegally solicit in neighborhoods where covenance forbids. And prey on the elderly. They overcharge for every single item. They won't quit calling me after I have canceled my service.They are complete scam artists.Business Response
Date: 03/14/2023
March 14, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19554428
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: June 6, 2009
Date of Addendum: September 21, 2012
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
Vivints record indicates that Ms. ******************* account was cancelled on March 14, 2023, without penalty.
Vivints records show that *************************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of thirty-nine (39) months. This shows a monthly services fee of $44.99, plus applicable taxes, during that term. Vivints record further show that ***************************** sent her notice of cancellation on March 7, 2023, and her account was being processed for cancellation.
Vivint agrees to the above resolution and ****************** has no further obligation to Vivint. ****************** 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 LegalInitial Complaint
Date:03/07/2023
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.
This was around the end of last year. For starters I was misinformed by the sales rep. ** had misinformed me of the cost of the equipment and installation.. That's not my main problem. The problem I have is they did not follow my instructions, when they installed the equipment. This is where I'm upset with this company. The cameras had been broken not even two weeks of them installing this security system. I had told them please make sure to install the cameras out of reach. I pointed to them exactly where they should be installed. I went and did some thing then came back and they put them where it was convenient. Then the tech gave me some lame excuse. I contacted the company about the installation. I was told they would get back with me. They never did.. Then the camera was broken I filed a police report and notified vivint. I had been told that they refuse to replace the broken equipment. They refuse to discontinue their services. I told them that if they would have put the cameras where I suggested they would have been out of reach. I have been fighting with them over this for several months. My credit has now taken a serious hit because of these people charging me for something that doesn't work. The past five months I have been paying for a service I don't receive and I have been trying to cancel this services which they wont allow you to. I have been scammed by this company in several ways. I just want what was promised and that means from the amount said by the rep. to the warranty that they claim they follow. I had great credit and worked very hard to keep it that way. They can keep the monthly service fee. I just would like to be compensated for cost of the equipment and installation. I would like my credit restored and they can have their equipment back. Please come get the equipment and allow me to end this. I have a police report for the vandalism of the security system. It was filed with the ************************* Thank you.Business Response
Date: 03/14/2023
Tell us why here...
3/14/2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19553198
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 8/23/2022
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In his complaint, ******************** explains that he was misled by the sales representative and that his equipment is not working as it should. ******************** is requesting a refund, cancellation and correction to his credit report.
At this time, Vivint is willing to cancel ******************** account and refund him upon receipt of the equipment. ******************** should contact Citizens to dispute a credit check with them. A representative has contacted ******************** via email to schedule an appointment for the system removal.
Vivints records indicate that prior to the installation of any equipment, ******************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ******************** completed the required Pre-Installation Survey on August 23, 2022.
During the recorded Pre-Installation Survey, ******************** represented that he understood and agreed to the initial term of 60 months. He also represented that he would pay a monthly services fee of $36.47 in addition to an equipment fee, plus any applicable taxes, during that term. Further, ******************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on ******************* representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
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: 03/20/2023
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 have responded to the email from Vivint representative about contacting me for scheduling appointment to remove equipment but have yet to actually talk to someone. Can you please get ahold of me asap do we can get this scheduled. Thanks again
Sincerely,
*****************************Initial Complaint
Date:03/07/2023
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.
As of 2/28/22 Vivint updated their monitoring system and were no longer able to monitor our home (the service for which they were being paid). They continued to charge my credit card for monitoring each month. After several phone calls each month, they finally cancelled my account. They authorized and approved a refund in the amount of $214.80. However they have failed to send me the refund. On my phone call of 1/27/23, I was given a case #*********. On the call of 2/6/23 I was told the refund was processed that day. On my call today (3/7/23) the rep said the check was processed on their end 11/22. On todays 30+ minute phone call, I was given a new case # CA-*********. Regardless, no check has EVER been received. I would like the authorized and approved refund that they owe me.Business Response
Date: 03/14/2023
March 14, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19552843
Complainant: **************************************
Vivint Account #: *******
Date of Agreement: July 17, 2014
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 re-processed the refund check in the amount of $214.80 on March 9, 2023. Please allow ***** business days for the refund check to be received. A Vivint representative will follow up with ***************************** on March 31, 2023, to ensure the check was received. ***************************** 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:03/07/2023
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.
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Tried to cancel service and was informed that when we went to upgrade to Smarthome our contract was extended. Techs could not get Smarthome to work and reinstalled original equipment, but did not cancel the contract. Now Vivint wants a early disconnect fee of over $300 to cancel. I feel that if the upgrade didnt work we should not responsible for the extended contract. Spend an hour on phone with company with no results.Business Response
Date: 03/14/2023
March 14, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19552587
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 8, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contact ************** via phone 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 Legal
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