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
- 8,072 total complaints in the last 3 years.
- 2,809 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:02/27/2023
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 been calling and complaining about my playback to Vivint since Sep 22. I have been sent two smart drives and also have had two technicians come out to my house to fix this issue. I have maybe talked or communicated with over 20 personnel that work for vivint to troubleshoot or fix this issue. Just recently and employee was honest with me and informed me the equipment I have will not work with playback anymore and I will have to upgrade in order to get this feature back. So for the past 5 months going on 6 I have been getting the runaround as to getting the playback fixed. I refuse to pay for a new panel and new cameras because who's to say in the next 2 years this will be their new word. I was also promised credits to my account for all those months which never happened. Seems like they are just wanting me to continue spending more money for upgrades. If Vivint knew of this issue, why wasn't customers emailed or informed in some sort that this problem would occur? This would've gave me the option as to rather or not I would've stayed or went with a different competitor.
Business Response
Date: 03/06/2023
March 6, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19508787
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: August 17, 2017
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In his complaint, ********************** states that he has called Vivint on multiple occasions since September 2022 regarding his playback feature not working. ********************** states that he is dissatisfied with the service provide regarding this matter. ********************** desires a refund.
A Vivint representative has attempted to reach out to ********************** regarding this matter via email. After reviewing the account, Vivint offers to upgrade the panel at no cost to ********************* as well as provide a 25% discount on (1) Doorbell Camera Pro Gen2 and (2) Outdoor Camera ************ resulting in a total charge of $787.48. This can be paid in full or with a payment plan over a 5-month period.
Vivints records indicate that ********************** signed a Purchase and Services Agreement (Agreement) on August 17, 2017. ********************** has contacted Vivint on multiple occasions between November 2022 and February 2023 regarding issues he has with viewing the playback for his cameras. The Smart Drive has been replaced by Vivint in November and December in 2022, however,still appears to be having issues.
To resolve this matter, Vivint offers the resolution as stated above. ********************** may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/06/2023
Complaint: 19508787
I am rejecting this response because: Unfortunately, I have been calling Vivint since last August due to my doorbell not working. September, my neighborhood had a vehicle stolen and the thieves parked in my driveway and thats when I found out my camera playback didn't work. It was a total embarrassment to have authorities needing my footage when I agreed my camera will show this. I don't agree to pay for equipment with a discount. At this point we could be resulting back to this same situation years down the line.
Sincerely,
*************************************Customer Answer
Date: 03/06/2023
Vivint has replied with another offer but no confirmation yet.Business Response
Date: 03/13/2023
March 13, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19508787
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: August 17, 2017
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 provide a panel upgrade at no cost and 25% discount of cameras. A Smart Home Professional has been scheduled for March 15, 2023, Vivints representative will be following up with ********************* on March 16, 2023, to ensure all went well. ********************** 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: 03/13/2023
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:02/27/2023
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 cancelled Vivint home security in August 2021. We had to pay the early cancellation fee and bought out our security equipment. We thought we were all good to go as we had multiple conversations with Vivint about cancelling our account. Just recently we realized that we have still been receiving charges of almost $70 a month because our account wasnt officially closed. The representative I spoke to, ***, said it was their fault because they never sent the email to us to reply to to officially close our account. I strongly feel like they did this on purpose to continue to charge us. We havent had our equipment and paid the fee to cancel since AUGUST 2021 but apparently that isnt sufficient because they didnt receive an email?! This is FRAUD! Please help me get my money back.Business Response
Date: 03/06/2023
March 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19508483
Complainant: ******* Yarde
Vivint Account #: *******
Date of Agreement: August 24, 2018
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ************** explains that the cancelled their service in August 2021 and paid the early cancellation fee. He further explains that their account was not cancelled, and they are still being charged. ************** desires a refund.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve his concerns. Vivint agrees to cancel Mr. ****** account and issue a refund of all payment taken after August 21, 2021, to his **** card ending in ****. ************** may contact Vivints representative 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:02/27/2023
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 am writing this letter to dispute Fortiva representing the account for Vivint. Vivint has already picked up the equipment. I felt pressured into buying the equipment and service. The sales representative caught me in a moment where I was overwhelmed with my grandchildren. I am disputing the debt following all the deceptive and misleading representative and company. All of the following conditions I was given have been proven to have been a lie.
The first promise was that I wouldn’t be charged until January 2023. I was promised that my credit wouldn’t be hit. I was not told that I had three days to cancel. When the representative collected my credit card information I was told only a couple of “fees” would be charged. I also never authorized for automatic payments.
I have called many times about this issue and kept getting the same promise of upholding the salesman’s offer of no charge until January 2023. It never was honored. They are STILL sending me a bill from equipment I no longer have. Although I have disputed this charges with Fortiva and Vivint, I have not heard anything from them. The company can not provide me with any itemized list of charges and that’s a very big red flag. I now have this $2,660.06 still lingering. This whole experience has been misleading and the company has been very furtive: I need this account to be resolved. I need my credit card information to be taken off their database. I need the charges to my account to stop, the statements need to be stopped. I was made to sign things I have no idea what they were. This company seems to have a secret agenda and scamming people out of thousands of dollars. I do not owe them anything.Business Response
Date: 03/06/2023
March 6, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *******
******
Vivint Account #:
*******
Date of
Agreement: 8/25/2022
To Whom It May Concern:
I
have reviewed the information provided by Ms. ****** 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 and refund Ms. ******’s
line of credit with Fortiva and her Vivint account. 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 LegalInitial Complaint
Date:02/27/2023
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 Saturday 25th of February I was on my way home when I decided to check my home camera's as my parents were on their way to my home so i could unlock the front door. I found that my service had been disconnected without warning. In September we purchased a home in ********* ** , and the home was equip with a VIVINT system, we decided to stay with the system because we did not want to pay to have a new system put in, or create new holes in walls etc . the tech came and reviewed the equipment made a phone call and advised that the system would need to be redone as it was last years model and not usable. they charged us **** as a loan from fortiva to include the equipment, outside camera, doorbell, doorlock, sensors. the tech forgot to include the camera and doorlock to the fortiva loan i later found out and they vivint sent me a bill for the $688.64. i became furious contacted Vivint spoke to the rep he stated that it was included disregard the bill. following month i receive a bill, i call again the woman stated that i do not have a bill that vivint will send the info to fortiva for me to disregard. i find out on Saturday that fortiva will not increase my loan and they can not add it. so therefore i have a bill for the $****, a charge for monitoring that i do pay every month and fortiva card for $80 month, then i have this new balance which i just found out Saturday is the reason why they shut my system off. i spoke to the rep she stated that the serv **** would turn it back on as i pay my balances. i heard nothing, Monday i called again rep stated that they are waiting on service **** to reactivate the acct. i heard nothing at 3:45 pm on monday i called furtive again spoke to the rep and he stated that i would have to pay a reactivate fee of $37.55 then make payments for the $688.64.. i made the payment then he tells me that i have to wait 3-5 days for the system to reactivate. no reason to have the system disconnected just to charge me a reactivate fee ..Business Response
Date: 03/06/2023
March 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19507260
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: October 6, 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 discount the equipment by 50%. **************** may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/27/2023
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.
Had an appt scheduled for 8:30am on 2/26, spent my entire morning waiting for the call. Finally I called them at noon and rep offered a discount for the inconvenience and scheduled a time for a later time and said that I would get a text before they called.The scheduled call was for 3:30, they finally called at 3:40 without sending the text first notifying me that they were about to call. I called back and the rep who answered saw no notes or history of anyone trying to call me or scheduled appt. She even said that activation ***** does not open on Sundays.Today I got a call from a team lead, not a supervisor like I requested. Interestingly enough he had not notes or history of discount that I was offered but he conveniently " saw in his computer that they attempted to call me. Long story short this company is either very disorganized or dishonest, or both.STAW AWAY FROM THIS COMPANYBusiness Response
Date: 03/06/2023
March 6, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19503600
Complainant: *********************
Vivint Account #: *******
Date of Agreement: N/A
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 course of action has been agreed upon. At this time, Vivint has sent **************** a refund of $103.99. Vivint is still working with *************** to make sure this issue remains resolved. **************** 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: 03/10/2023
Complaint: 19503600
I am rejecting this response because: The issue has nothing to do with the refund. The problem is the lack of organization and taking responsibility. We attempted to do the install again after my original complaint only to be a passed around by many different reps because no one could figure out how to do the install . I was being put on hold and put back in the queue. Everytime I spoke to a different rep I had to start all over again. I spent more than two hours on the phone with them and nothing was done. The system was never activated.
Sincerely,
*********************Business Response
Date: 03/13/2023
March 13, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19503600
Complainant: *********************
Vivint Account #: *******
Date of Agreement: N/A
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his rebuttal **************** states that the issue is nothing to do with the refund. He states the issue is the lack if organization and taking responsibility. He states that he attempted to again install the service after his original complaint and that no one could figure out how to do the install. He states his system was never activated.
A Vivint representative has reached out to **************** and is currently working with him to come to a resolution. At this time, Vivint has sent **************** a refund of $103.99. Vivint is still working with *************** to make sure this issue is fully resolved.Vivint is currently waiting for **************** to send a screen shot of further charges he claims were made by Vivint. If there were in fact charges made by Vivint, Vivint will provide a refund for said charges. **************** 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: 03/13/2023
Complaint: 19503600
I am rejecting this response because: I have yet to receive a refund of $98.99 from Vivant.
Sincerely,
*********************Initial Complaint
Date:02/26/2023
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.
Sometime last year I think it was around August or Septhember 2022, I got this Vivint system and have had issues with it connecting since the very beginning. I tried over and over calling to get it canceled (withing the first week) but since I was getting no response I called less frequently. I never used any of the equipment I just left it exactly how they left it. Fast forward a few months and I get this letter from Citizens saying I'm 3 months behind(keep in mind I'd been calling them on and off). I check my credit and it says I'm 3 months behind. I'm like wtf I've been trying to cancel this s*** and give them their s*** back since the beginning and the ONE time they did pick up, was to tell me they'll call me back. So I call citizens and pay whatever was due because it ****** up my credit and it's stopping me from buying a house. I want a correction to my credit report but I also want to give them back their equipment and cancel this horrible service like I wanted to since the beginning.Business Response
Date: 03/04/2023
March 4, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19499993
Complainant: Damear Still
Vivint Account #: *******
Date of Agreement: August 11, 2022
To Whom It May ***************** have reviewed the information provided by Mr. ****** Still and appreciate the opportunity to respond.
In his complaint, Mr. ***** explains that he called to cancel his Vivint system as it was not connecting but he got no response. He further explains that he then got a letter from Citizens that he was 3 months behind on his payment, so he called and paid that amount that was due. Mr. ***** desires correction to his credit report.
At this time, Vivint agrees to cancel Mr. ****** Agreement and remove his account from collections. However, Mr. ***** is still responsible for his equipment loan to Citizens Pay.
Vivints records show that Mr. ***** signed a Purchase and Services Agreement with an initial term of sixty (60) months. Mr. ***** represented that he would pay a monthly services fee of $44.07, a monthly equipment fee of $66.67 that was financed through Citizen Pay, plus applicable taxes during that term. Vivint relied on Mr. ****** representation to ensure he understood his commitments to Vivint as outlined by the Agreement. Vivint was not notified of any equipment issues until recently.
Vivints records further show that Mr. ***** stopped making his monthly payments after August 11, 2022. As such, the account was cancelled for non-payment on February 25, 2023, and was transferred to an outside collections agency.
Despite the validity of this debt, Vivint agrees to the above resolution. Mr. ***** has no further obligation to Vivint however, he is still responsible for the cost of his equipment.
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:02/26/2023
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.
In June 2022 I contact Vivint regarding trouble with equipment including both door bell camera and sensors that hadnt worked since November 2021 and was told tech were unavailable in our areas numerous times. Finally June 2022 technician was scheduled for a free visit and came to my home and attempted to correct the problem. Before leaving offered additional sensors and garage door bell camera. I agreed to an installment plan for additional equipment. Within 48hrs the garage door bell camera stopped working. And my card was charged the entire amount for additional equipment along with tech visit fee. I contacted Vivint who confirmed I was over charged and coordinate technician appointment. In supposedly escalated to **** who could reverse charges. Technician came to my home and confirmed thr equipment was defected and removed. I was told by account services that I would be refunded charged amount for garage door bell camera. I have spoken to over 25+ different staff in both account service and loyalty including supervisors since June 2022, SEVERAL HOURS on each call. Each time staff apologizes and reassure me each time they will handle the concern and to date have neglected to do so. The last staff person and supervisor from Loyalty I spoke with in January 2023 reassured me that this concern was being escalated to the highest level and bill will be corrected. This week alone Ive received 10+ calls a day from Vivint for a incorrect bill for equipment I dont have and tech visit fees that I was told was covered given the situation. Well today Vivint turned off my service for a bill that is incorrect and was supposed to be credited. It is unacceptable and bad business practices to go through all of this for a error caused by the company.Business Response
Date: 03/06/2023
3/6/2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19499751
Complainant: **************************************************
Vivint Account #:*******
Date of Agreement: 8/26/2020
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 remove her account from collections and reinstate the account with a zero balance. ***************************************** 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
Tell ** why here...Customer Answer
Date: 03/06/2023
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,
**************************************************Initial Complaint
Date:02/26/2023
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 salesman. He offered us a home security system, went thru all the features, made an offer. We discussed it and agreed to what was offered. During the installation, 2/3 of what was offered was not on the order, but our price was the same. Several pieces of equipment were shipped after hours of calls, but then I was charged for unreturned equipment that I was never provided. More hours on the phone to get that resolved. The salesman refused to return calls/texts and stopped all communication when we started to address the lies he told. Several months later I added another Smart Home feature, which I purchased outside of Vivint. The salesman told me that I could add things like thermostats, garage door openers, etc. and said just do it thru the app. Well, come to find out, to do the things he promised, they charged me $99. Literally, everything this guy told me was a lie. I don’t feel that I should be held responsible for the contract since it was established on fraudulent information, misleading sales tactics, and lies! I want all equipment credited in full and the monitoring contract voided. They can’t expect to hold me to a contract when they lied to get me into the contract.Business Response
Date: 03/06/2023
March 6, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** *****
Vivint Account #: *******
Date of Agreement: July 6, 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 he that was missing 2/3 of the equipment that he agreed to, but the price was the same. The equipment was shipped then he was charged for the unreturned equipment that he never originally had. The sales rep stopped all communication with him. Months later he added another smart home feature, as he was told he could, that was purchased outside of Vivint and was charged $99 which he was never told about.
Vivint’s Executive Team is working with Mr. *****. They have given him DVR access and gave a credit to cover the $300 fee and are sending a technician to address the pool camera and any other equipment issues he is having.
Vivint’s records indicate that Mr. ***** entered into a 60 month Purchase and Service Agreement on 7/6/22. Vivint’s records indicate that an indoor camera and flood sensor were shipped on 7/27/22. Vivint’s records indicate that Mr. ***** called regarding a pending charge for non-returned equipment that he never received. Vivint’s records indicate that the charges were reversed on 8/23/22.
A representative from Vivint has reached out to Mr. ***** via phone call and email in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. ***** may contact Vivint’s representative directly with 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: 03/08/2023
Hello,
Upon receipt of this response, and working with an account advocate, my account was charged $399 (plus taxes and fees) for things that were promised for free. More lies from this company. Literally, their salespeople lied about everything, and now the customer advocate that claimed to be helping us resolve this matter lied about fixing the problem. I am not sure how Vivint stays in business, because they are seriously the most corrupt, dishonest business I have ever dealt with. Attached are my screenshots of the issue that came up 3 days after their legal team said they fixed my issue and was working with me. This is ridiculous!
Complaint: ********
I am rejecting this response because:
Sincerely,
*** *****Initial Complaint
Date:02/25/2023
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 did my research before chosing Vivint for my home security. When the installer came to sell and install the system, he gave me 2 options. I could rent or buy the equipment. He told me that if I paid the thousands of dollars to purchase the equipment, then I didn't have to use the monitoring and pay the monthly charge. He said that I would just be able to view the cameras and set the alarm, it just wouldn't be able to go through the call center who would report it and call the police. I was happy with this, I live in a safe gated neighborhood and just wanted the doorbell and outside cameras. I was also told that by signing up, I would receive an amazon gift card in the mail. I had several attempts to try to cancel the $50 monthly monitoring fee. I also had more than half of my system down for the year I've had it. Any call was met with huge wait times and unanswered questions. After 2 years of paying the fees, I finally spent the time to cancel the monthly monitoring. Believe me, they made this almost impossible. 3 phone calls with 40 minutes at a time where they constantly tried to reduce my cost and offer me deals to bring my friends into the program.. then I had an email send that I had to then write a formal letter and send it to request the cancellation. I wrote the letter, I then had another phone call and it took 30 days to cancel. NOW MY PANELS AND APP NO LONGER WORK AND I CANNOT USE THE THOUSANDS OF DOLLARS OF EQUIPMENT I WAS PROMISED WOULD WORK WITHOUT PAYING THE *** IF I BOUGHT IT OUTRIGHT AND AFTER 2 YEARS AND THOUSANDS OF DOLLARS, IF I DON'T PAY $50 A MONTH, I CAN'T EVEN USE THE CAMERAS (WHICH BY THE WAY, I THINK THEY CAN STILL ACCESS). This is not a fair business practice and they make it so hard to get help that I cannot even deal with calling them and waiting through another hour of sales attempts. I was told very clearly when the cameras were installed that they would work without monitoring if I paid the outright costs upfront.Business Response
Date: 03/03/2023
March 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19497669
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: May 1, 2023
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 give her a credit and reinstate her service with a lower monthly rate. ************ may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/06/2023
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,
*******************Initial Complaint
Date:02/25/2023
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 01/25/2023, Date of transaction, I was signed up for a credit loan by, ***********************, a sales representative by Vivint to which I was unaware, I was only made aware of a credit check being done. On the statement that shows the monthly service fee sent in the email it says nothing about credit loan. I am highly upset because I feel like Ive been scammed ! I wasnt aware of the loan until after my 3 day trial was up !Business Response
Date: 03/01/2023
March 1, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19496919
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: January 25, 2023
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 a full cancellation of the monitoring contract and equipment line of credit with a full refund of any payments made to Vivint, and removal of the Vivint installed equipment. **************** 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
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