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.
- 2,810 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:02/23/2023
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 have been a loyal customer for many years. I moved to a new house in the same town in June 2022. I called to have my system reinstalled in my new house. I was told that I’d receive a call to set up an appointment. I never received a call. A few months later I called and was informed there was no technician in my area. I called several times after that to make an appointment. (I have been paying monthly for service and equipment). Finally one girl told me she could defer my service payments for 6 months but I’d still have to pay on my equipment. January I finally received a call that I could have an appointment made. The day of the appointment I received a call that the technician was sick and could not reschedule (later that day I saw a vivint truck in my area) I have since had 2 more appointments that were cancelled the day before because there is no technician in my area. Last week I called to have everything cancelled and send back my equipment. I was transferred to about 6 different people and finally circled around to the original person. She assured me that my situation was high priority and escalated and I would receive a call within 48 hours to have an appointment. I asked “even tho there is no technician in my area”. She said yes that this is high priority and they would be sure to have someone here in the next few weeks. I did receive that call 48 hours later only to tell me that they are sorry, there is no technician in my area. I just want my service cancelled and return my equipment. I have been making monthly payments only to have it sit in my garage in a box. I also want my payments refunded from June.
Business Response
Date: 03/04/2023
March 4, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** *****
Vivint Account #: *******
Date of Agreement: April 20, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. *** ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** explain that she called in June 2022 to move her system to her new home, but she was told she would receive a call back to set up an appointment. She further explains that she never did, and she has been trying to send back her equipment for cancellation.
A legal representative from Vivint has attempted to contact Ms. ***** via email and phone to resolve her concerns. Vivint is willing to assist Ms. ***** in reinstalling or cancelling her services.
Vivint’s records show that Ms. ***** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $54.99, and total equipment fee of $1,364.96, plus applicable taxes, during that term. Vivint’s record further show that two reinstallation appointment were cancelled on December 15, 2022 and January 21, 2023. Vivint apologizes for the inconvenience and is still willing to further assist.
Ms. ***** may contact Vivint’s representative 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/09/2023
Complaint: ********
I am rejecting this response because: the legal department lied, said she emailed me and I did not receive and email. My service is cancelled, however the equipment is my responsibility. I still have to pay for the equipment that I cannot use. It will sit in a box in my garage and I will continue to make monthly payments on a system that i cannot use because they do not have a technician to come to my area to install. This is the most ridiculous thing i have ever dealt with. This company is a joke.
Sincerely,
*** *****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: April 20, 2021
To Whom It May Concern:
I have reviewed the additional information provided by Ms. *** ***** and appreciate the opportunity to respond.
In an effort to assist, Vivint cancelled Ms. *****’s Agreement however, she is still responsible for her equipment loan.
Vivint’s records show that Ms. ***** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $54.99, and total equipment fee of $1,364.96, plus applicable taxes, during that term. Vivint’s record further show that two reinstallation appointment were cancelled on December 15, 2022 and January 21, 2023. After speaking with Ms. ***** on March 9, 2023, she decided to cancel her account.
Vivint agrees to the above resolution and has forgiven the remaining months on her contract. Ms. ***** has no further obligations to Vivint however, she is still responsible for the cost of her equipment.
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:02/23/2023
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 had the worst experience ever on today with Vivint. I spoke to 3 bulking agents and 1 named ******, 1 manager named Micha # *******, and 1 person in refunds department, I guess that is the name of the department. ***** #******. They all had me on the phone for a hour and 40 minutes on today to resolve one billing/payment issue. I was charged 3 payments on today from my debit card. I do not have auto draft neither was it authorized. I was told I was being charged from November 2022. How can I be charged anything, My account had been on a deferment as Vivint called it because they could never get my system to work properly, they deemed it inoperable. I had not had any alarm security in months. I have been unable to arm my home due to their faulty equipment. Warm Regards,Business Response
Date: 03/02/2023
March 2, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 16456877
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: April 21, 2012
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, a Vivint has reached out to ********************, a refund in the amount of $128.35 has been made back to the original payment method. A credit in the amount of $128.35 has been applied to the account and a Smart Home Professional has been scheduled for March 4, 2023, to complete a full system check. Vivint will be following up with ******************** on Monday, March 6, 2023, to ensure all has been taking care of. ******************** 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:02/23/2023
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.
Date of transaction was 19 of 2023 I had a security system hooked up through that vivent at which time the person that sold it to me told me I had 30 days to cancel well when I tried to cancel I was told I couldn't that I'd only had three days well I was told by the person that sold it to me that I had 30 days so I called them they still won't unhook it they won't cancel it so I called the guy that sold it to me he said he had taken care of it that he had talked to his boss and his boss was going to take care of it they were going to cancel it and it still hasn't been canceled and they're still charging me and I'm getting phone calls from a 410 place that I never told them that I wanted a credit card and they put me in for a credit card it's just a bunch of nonsense I just want it taken care of I want them to come and get their equipment and quit billing me because I was told I had 30 days that's what I was led to believe and it was supposed to be taken care of and they haven't taken care of it I just want it done and over with and I want my money backBusiness Response
Date: 03/01/2023
March 1, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19456692
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: January 9, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she was told she had a thirty (30) day cancellation period. She states that she tried to cancel and was told that she only had three (3) days to cancel. ******************** states that Vivint refuses to cancel. She states that she contacted her sales representative, and he told her that his boss would take care of it. ******************** states that the account has still not been cancelled and that she is still being charged. She also states that she never told Vivint she wanted a credit card. ******************** desires a refund.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint offers removal of the Vivint installed equipment and cancellation of the Vivint monitoring contract and the equipment line of credit along with a full refund of any payments made to Vivint.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on January 9, 2023. Records indicate that ******************* contacted Vivint on February 3, 2023 letting them know that she was unaware f the Fortiva Line of Credit. February 8, 2023 ******************** made a request for cancellation stating she was given a thirty (30) day trial period, Vivint informed her the trial period was only three (3) days. Records indicate that February 13, 2023 Vivint attempted to contact the sales representative to confirm the thirty (30) day trial period. Vivint received no confirmation from the sales representative.
With the information above Vivint offer full cancellation and a full refund along with equipment removal. ******************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/23/2023
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.
The company continues to call me concerning an overdue bill that I have proof was paid. They also have a referral program which I have used and refuse to follow through on the offer now that they have a new customer that i referred. I have spoken to several persons and requested a manager which I am always told is not available and will call back. I want my account updated to reflect the payments as well as the referal bonus.I am also requesting that this complaint be listed until this issue is resolved. I intend to find another monitoring company after this is resolved.Business Response
Date: 03/02/2023
March 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19456611
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: June 17, 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. Vivint has to giving ************** the credit she was missing, and her account is current. ************** 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: 03/02/2023
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:02/22/2023
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.
Vivint has been charging me $55 per month for it's service fee for the last 4 years. Prior to that I was paying $29. I needed to replace a couple of my sensors that were not working in my house so Vivint came out and installed them and said they could upgrade some of my other equipment while they were here if I wanted. They installed a new doorbell camera and a new smart panel, they also said I needed a new lock so it could connect to the new panel. For all of this he said I could finance part of it with a personal loan from citizens-one and the rest of the equipment would go on my bill. He had me sign the paperwork for both. As time went on I called a few times to inquire about the extra money on my bill and how long it would go for. It seemed like so much. I was always told it is for the equipment it would drop back to the old rate once paid off. Now I called and asked which specific equipment was on which bill and all the equipment was on the loan. There was none on the bill. The bill was increased because I signed a new contract at a higher rate when I got the equipment installed. BUT, I didn't need to sign a new contract, I could have kept the old rate of $29. No one would willingly raise their rate $25 a month without being lied to. I was doubly lied to anyway. So I've been paying $25 extra for 4 years when I never needed to due to the lies of Vivint employees at multiple times. When asked to make anything right for me, **************** said NO, you signed a contract. I signed what was explained to me as something completely different than what it was. I see they have been pulling this in other states as well. As a slap in the face, it took almost 2 hours to cancel my service after they wanted me to pay the cancelation fee for a contract that I never would have signed. On top of all that, their equipment has has no end of problems. Doorbell camera broke right away and the panel is constantly buggy. Thinks I'm touching in multiple places nowBusiness Response
Date: 03/02/2023
March 2, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19454813
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 25, 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 offered the following 1) schedule a Smart Home Professional to complete a full system check, replace any equipment deemed necessary with same/like equipment and lower the monthly monitoring fee of $44.99 by $15.00 to $29.99 including the video service fee of $5.00 plus fees/taxes or 2) cancel the remainder of the monitoring service contract, however, **************** would remain responsible for the balance on the equipment loan if any remains. ************** asked for some time to decide how he preferred to move forward. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/22/2023
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.
After 19 months into my 60 month contract, I moved to a location where Vivint could not provide service. There was not a mobile carrier signal strong enough. So, I called to get out of my contract, which in itself was an ordeal because they first tried to tell me that I had to move the equipment to an address that was serviceable, and then was told that I had to get the new occupants of the home I moved out of to take over the contract.Finally, was told that I could not get out of my Vivint Security Monitoring contract until I paid off the line-of-credit that I had through ************* to purchase the equipment, which by the way is now useless to me and Vivint won't allow me to send back for credit, but that is a different story. I am a disabled veteran drawing social security and now have to come up with nearly $3,000 to pay off an account at a bank, not even with Vivint, or they will continue to bill me for services that they cannot provide. I will continue to pay the nearly $50 per month for their monitoring service even though they are not providing that service to me because I have an outstanding loan balance at a bank which Vivint is not securing or has any liability in at all.I would have gladly continued to pay Citizens as agreed with them, and am not sure why Vivint is taking this position. None of the money I am paying Citizens goes to Vivint, and I have an agreement with Citizens outside of Vivint to pay them back. Basically, Vivint shouldn't have any say into how I reconcile with Citizens, and how I reconcile with Citizens should not impact my service with Vivint at all.Business Response
Date: 03/02/2023
March 2, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19452579
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 11, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he moved to a location where Vivint could not provide services. He states that he requested to be released from the contract. **************** states that Vivint told him he would have to move the service to a serviceable area or the new occupants of the home could take over the service. He states that Vivint told him he could cancel if he paid off the equipment, if not he would have to continue paying for the services and equipment. **************** desires cancellation and to return the equipment.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and equipment line of credit with no fees or penalty, along with removal of the equipment.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on August 11, 2021. February 9, 2023 records show that *************** contacted Vivint notifying them of his need to relocate the service. February 27, 2023 records indicate that Vivint discovered that **************** was not in a serviceable area and requested he send in his Notice of Cancellation for the account. February 28, 2023 Vivint received the required Notice of cancellation.
With the information above Vivint offers cancellation of the remaining monitoring contract and equipment line of credit, along with removal of the equipment. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/03/2023
Complaint: 19452579
I am rejecting this response because:Because of the incorrect information given to me by VIVINT during my original cancelation request, I have taken nearly $3000 out of savings and paid off the outstanding equipment debt, which according to VIVINT's reply to my complaint should have been waived.
Had this process been handled correctly by the customer service representative at **********************, then I would have had that balance waived and would not have had to pay the nearly $3000.
So, in order for this to be resolved satisfactorily, VIVINT should refund the nearly $3000 that should have been waived.
A customer service rep at ********************** says he is going to see what he can do to get a refund, but I remain skeptical based on historical performance.
I will accept a response from VIVINT when I have some sort of confirmation that a refund is being processed.
Sincerely,
***************************Business Response
Date: 03/08/2023
March 8, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19452579
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 11, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his rebuttal, **************** states that he was given incorrect information and due to that he paid off the equipment. He states that Vivint then told him that it should have been waived. **************** desires cancellation and to be refunded for what has been paid for the equipment line of credit.
A Vivint representative has contacted **************** via email in efforts to resolve this matter. Vivint has provided the cancellation of the remaining monitoring contract and its associated fees with no penalty to ****************.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on August 11, 2021. February 9, 2023 records show that **************** contacted Vivint notifying them of his need to relocate the service. February 27, 2023 records indicate that Vivint discovered that *************** was not in a serviceable area and requested he send in his Notice of Cancellation for the account. February 28, 2023 Vivint received the required Notice of cancellation.
With the information above Vivint has cancelled the account and its associated fees. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/08/2023
Complaint: 19452579
I am rejecting this response because:Even though this reply from the business states that Vivint records show that my new home is unserviceable and eligible for waiving of the line-of-credit balance, correspondence I have received from **** Good at Vivint Legal subsequent to this correspondence from the business states exactly the opposite, and that I was not misinformed about paying off the line-of-credit. This is an excerpt from her response to my being misinformed:
begin:
You were not incorrectly told that you had to pay off the remaining equipment line of credit. Vivint records do not show that the account is deemed unserviceable. In which you would remain responsible for the remaining Vivint monitoring contract and equipment line of credit.
Vivint offered to waive the remaining fee of the line of credit in a show of good faith. However now that you have paid it off Vivint is unable to retrieve that money from that company.:end
Further, on the subject of getting a refund on what I had to spend to close the account (again based on being misinformed initially), she is telling me that she "MAY" be able to get some but not all refunded. Here is that excerpt from her e-mail:
begin:
If you can send me a copy of the final bill and payment to your equipment, I may be able to assist with a partial refund. Vivint is unable to refund the entire amount.
:end
So basically, the response from the company via BBB makes it look like I'm going to get what I have asked for and that they agree that I was misinformed and that records do indicate that I'm unserviceable, but personal correspondence outside BBB shows that Vivint Legal is telling me that I was not misinformed, that records do not show that my location is unserviceable, and that I am not eligible for a refund of what I had to spend to unnecessarily close my line of credit account, but out of the goodness of their hearts, they "may" be able to get me a partial refund.
Not acceptable. Get me the $2700 I had to pay to close my line of credit. This is the amount that would have been waived if this had been handled correctly from the beginning. Telling me that Vivint "may" get me a "pratrial" refund is not acceptable to me. Also, it is clear that not everyone from Vivint is using the same song sheet. Even within Vivint's legal department, I am being given completely contradictory information.
All I want is what I should have received had this been handled correclty in the beginning. This is not my fault. I did everything that Vivint reps directed me to do, and it cost me nearly $3000.
Sincerely,
***************************Business Response
Date: 03/13/2023
March 8, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19452579
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 11, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his rebuttal, **************** states that he would like to be paid the $2700 that he paid to close the line of credit. He states this amount would have been waived had this issue been handled correctly. He states a partial refund is not acceptable. **************** desires cancellation and to be refunded for what has been paid for the equipment line of credit.
A Vivint representative has contacted **************** via email in efforts to resolve this matter. Vivint has provided the cancellation of the remaining monitoring contract and its associated fees with no penalty to ****************. Vivint has provided a refund of $2374.23 to cover the amount that was paid to close the equipment line of credit.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on August 11, 2021. February 9, 2023 records show that **************** contacted Vivint notifying them of his need to relocate the service. February 27, 2023 records indicate that Vivint discovered that *************** was not in a serviceable area and requested he send in his Notice of Cancellation for the account. February 28, 2023 Vivint received the required Notice of cancellation.
With the information above Vivint has cancelled the account and its associated fees. Vivint has also provided a refund of $2374.23. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/22/2023
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 signed up for Vivint years ago. When I most recently moved from CA to GA in October I called to have my equipment taken down and was asked if I wanted to move my service to my new home -- I said no, I would not be using Vivint anymore. Vivint confirmed I owned my own equipment so there would be no further charges. This month, I noticed Vivint has been secretly charging my credit card since October for home security services. When I called, they claimed they could not refund my money and they would charge me again as they require a 30 day notice via email which "is in the contract" I signed years ago. This is a deceptive practice. If they require email notice - they should have said that in October. And once they have notice it should be effective immediately -- not 30 days later. I feel like they purposefully took advantage of me during a busy move by not disclosing that they were not honoring my verbal request to cancel and that they required an email to cancel.Business Response
Date: 02/28/2023
February 28, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19452452
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: July 31, 2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she moved in October and was not interested in moving the system to her new home. She states that Vivint confirmed that she owned the equipment and there would be no further charges. **************** states that she noticed that Vivint has still been charging her since October. She states that Vivint refuses a refund stating that she did not send the Notice of Cancellation. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the account effective February 27, 2023 with no available refund.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on July 31, 2017. Records indicate that September 16, 2022 the customer notified ********************** of their move and declined all offers to move the service, they request information on the end date of the contract and were told they were month to month. The customer told ********************** they will be checking with ADT and disconnected the call. Records indicate that February 22, 2023 **************** told Vivint the account should be cancelled that she cancelled in October and no longer lives in the home, **************** was provided with the Notice of Cancellation information to be returned to Vivint. Vivint has still not received the required Notice of Cancellation to process cancellation of the account.
With the information above There was no official request to cancel the account until February 22, 2023. Vivint offers cancellation of the account effective February27, 2023. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/02/2023
Complaint: 19452452
I am rejecting this response because it is misleading.I called to cancel the service in Sept/October, the rep (not me) when I asked to cancel at first said they needed to confirm whether I could cancel because if I was on an installment plan for the equipment that would still need to be paid. I was not as I owned my equipment so they confirmed I was just a month to month customer and could cancel. They asked me if I wanted to move my system and I declined as I already had service with Xfinity. I never mentioned ADT and they never said anything about needing written confirmation of my desire to cancel.
When I discovered they were still charging me, the rep claimed that my contract signed in 2017 (nearly 6 years after the contract was signed) said that notice had to be in writing and they did not honor verbal requests to cancel. This seems like a very deliberate and deceptive process as they couldve easily disclosed the written requirement during the fall call. I was then told they would continue to charge me even after receiving a written email request to cancel for another 30 days as this was also in this non negotiable 6 year old contract. I immediately emailed the cancellation request in the format they requested while on the phone with the rep and have proof it was sent. In their response they both claim they still never received this email and that I cancelled on 2/22/2023
Both their contract practices and their refusal to honor termination requests should be investigated as they have likely done this same thing to many other people counting on the fact people arent reading old agreements especially 6 year old agreements when simply trying to cancel a service. Calling to cancel is a widely accepted practice and if they want to require something more they should be up front about it when people try to call and cancel. Burying these provisions in non negotiable agreements and purposefully being silent about the requirement when people call to cancel is just wrong. Also, if someone emails to cancel they should immediately honor the requests and not continue to charge, which is what Vivint admits they do for at least 30 days after receiving email notice of cancellation.
Sincerely,
*************************Initial Complaint
Date:02/22/2023
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.
Originally the Vivint salesman used fraud to establish my account. I applied separately for an account for a rental house. He somehow found my girlfriend info elsewhere in the Vivint computer system and decided to add her onto my account without either of our permission. We both tried resolving this directly with Vivint on multiple occasions by phone to no aval for months. We also directed to cancel out contracts after we realized the account was set up fraudulently, and he lied about the price of the original contract as well as the terms of the contract. Vivint representatives would simply and repeatedly hang up on us each time we tried to request to cancel our service. We also experienced several instances of technicians not showing up for scheduled appointments and given the info it was up the techs to arbitrarily decide what appointments they would show up to. After months now if being stuck in the contract, now the equipment has recently become faulty. The driveway camera is offline nearly every day now. This company is beyond nonprofessional and unscrupulous. I desire for my contract to be cancelled or have them provide me two years of free service and maintenance for the fraud account setup, undisclosed contracts and the absolute beyond terrible service from their phone representatives and no-show technicians. My service account is ***************************************************************.Business Response
Date: 03/02/2023
3/2/2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19452292
Complainant: ***************************
Vivint Account #:*******
Date of Agreement:8/9/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that Vivint fraudulently added his girlfriends name to his account. **************** is requesting cancellation or 2 years of free service.
Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement)on August 9, 2022. ****************** girlfriends signature is not on the Agreement.As such, **************** has and will always be the only person responsible for the account. As such, cancellation of the account or free service is not warranted in this case.
However,in an effort to assist ****************, Vivint has lowered his monthly services fee by $15.00. ****************** new service payment is $26.47. **************** may contact the representative who has contacted him via email if he has any 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 LegalInitial Complaint
Date:02/22/2023
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 got the Vivint security system installed and they told us that Fortiva was going to be the loan company. Vivint started calling saying that the loan had been declined and that I needed to call Fortiva. I called and they said it that the loan was active but that Vivint had not sent the equipment charge over. Between my wife and myself we have spent probably 3 plus hours on the phone with at least 8 people that we've got names of and case numbers and reference numbers. They have requested many payments of almost **** dollars. I asked them to come get the equipment. They installed this 1/20. They have lied about 3 different dates they in say the loan was rejected. They are still going and forth between loyalty departments. They are saying that the trial period is over and that we owe the full amount. They have lied about everything including the loan date disapproval, the new loan REC that they say they use but I was told yesterday that it was good and then not used anymore by a different representative 2 hours later. Today they said it was good. We have still got service but are getting messages saying that we are past due. I think we are getting duped!!!!Business Response
Date: 03/02/2023
March 2, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19451411
Complainant: *********************
Vivint Account #: *******
Date of Agreement: January 20, 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 made the following offers 1) a 25% discount on the balance remaining on the equipment of $824.81, leaving a balance due on the equipment of $2474.41. 1a) this balance can be broken up into a 5-month payment plan or 1b) be paid in full as a one-time payment. Offer 2) Schedule a Smart Home Professional to remove all installed equipment and provide a full refund. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/22/2023
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.
around April/May of 2022, a Vivint sales representative came to my door, offering me their business. I purchased a smart lock for the front door, a smart doorbell, two sensors for the front & back doors, & the main panel for approximately $2,200, none of which work they way they're supposed to in the slightest, and it has not even been a year since being installed.-the technican left a mess where he was drilling holes in the ************* -the doorbell arrived much later as it was "out of stock," then once it did arrive, it was by ******** had to wait for someone to install it. Once they did, it lasted less than a week before completely dying. When plugged in, the plug makes an obnoxiously loud & repetitive click sound, 24/7.-the sensor to the back door no longer works & is no longer secure. The app just constantly says the back door is open when it is not. I even had an ex-roommate break in through that door twice while the system was armed.-the panel refuses to just leave the settings alone. I had it set to lock automatically when armed, & it repeatedly just changes to not do that anymore, not to mention, it no longer triggers the alarm when armed. It just beeps a few times & asks for the passcode. Many times, I have trusted it to lock when armed, & many times I have come home to an unlocked door & a barely functioning alarm. There is nothing secure about this security equipment.-support is completely useless. They schedule an appointment, send a confirmation message the technician is on the way, then no one shows without calling to let me know they rescheduled on their own.I haven't been able to get it fixed, I no longer want the equipment fixed. I wish to get out of the contract & the equipment gone, but after finally getting a hold of a representative, he just kept placing me on hold & would not do anything else about the issue.Business Response
Date: 03/02/2023
March 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19452090
Complainant: *************************;
Vivint Account #: *******
Date of Agreement:
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 apply a credit to his account and send a technician to fix or replace non-working equipment. ********************** 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 Legal
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