Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

• 

  Vivint Louisiana, LLC

  1701 Old Minden Rd STE 32 Bossier City, LA 71111

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was rushed and misled from the very beginning with this company. I was perfectly happy with the service that I had before and regret being conned into switching to Vivint. I was told that I could save money by switching. This has ended up costing me thousands of extra dollars. I was told they were going to run a credit check, but they opened a 3rd party line of credit that I now can’t close even though I’ve paid that off early. I would not have done this if I knew beforehand that this is what was happening. I was misled into thinking that the terms of the 5 year contract were to help spread out the cost of the equipment over monthly payments that were supposed to be much less than my Frontpoint service.
  I ended up selling the house in September of 2022 with the equipment as I could not take it to my new location, plus there were holes in the house from that equipment. I am renting a house already set up with wireless XFINITY security and am not able to switch it out with the hardwired Vivint equipment. I tried to cancel my service only to find out I’d have to pay thousands to pay off the entirety of the 5 year contract with terms and conditions I didn’t understand. I would have never signed this knowing that if I paid off the equipment, I could never get out of the contract for the monthly service. I have been forced for months to pay for a service I can no longer use. I have tried having the account switched to the new owners with no luck saying that the line of credit was opened in my name and can’t be switched over. The only way out of this is for me to pay off the entirety of the 5 year contract agreement. I would never recommend anyone else fall for the deceit of this company and be stuck in my position. This is the absolute worst home security company I could have ever signed up for. I can’t get out!

  

  Business Response

  Date: 02/14/2023

  
  
  February 14, 2023 
  
  Better Business Bureau of Utah 
  **** * **** * 
  Salt Lake City, Utah 84129 
   
   
  RE:   Consumer Complaint Case #: ******** 
            Complainant: **** *******  
            Vivint Account #: ******* 
            Date of Agreement: June 30, 2021 
  
  
  To Whom It May Concern: 
  
  I have reviewed the information provided by **** ******* and appreciate the opportunity to respond.  
  
  In her complaint, Ms. ******* states that she was misled from the beginning, and she didn’t know about the line of credit. She sold her home in September of 2022 and left the equipment. When she requested to cancel her account, she was told she would have to pay over a$1,000 in order to cancel her contract early. 
  
  Vivint offers to cancel Ms. *******’s account and waive the remaining 42 months of her contract. Ms. ******* would remain responsible for the loan. She would have no further obligation to Vivint.  
  
  Vivint’s records indicate that Ms. ******* entered into a 60 month agreement on 6/30/21. She took a survey verifiying that she was aware of the 60 month contact, the Fortiva line of credit and the payment amounts for both Vivint and Fortiva. Vivint’s records indicate that on 8/31/22 Ms. ******* requested cancellation. She was offered a deferment and a free move but declined both. Vivint’s records indicate that Ms. ******* informed Vivint that she had moved and left the equipment behind. She was given the option for a move with new equipment but it was declinded. She was given cancellation options but refused to pay the contract early termination fee, as agreed upon in her signed Purchase and Service Agreement.  
  
  A representative from Vivint has reached out to Ms. ******* via phone call and email in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ******* 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 Legal 
  

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had been a satisfied customer of ********************** for a few years until my system started to have recording issues for almost a year (2021-2022). After many technical support calls and getting no where, great service came out twice about the un resolved issue. The last service came out with a new device to install but at the last minute management didn't allow him to install it. Both serviceman and myself didn't understand a reason for it. So, I continued with a service I didn't feel safe with any longer when they didn't do much more after this. Soon after (Oct/Nov. 2022) I decided to change my service to ADT who was unable to get me out of my contract. I then called Vivint on several occasions (noted on their system) to request to either have my issue resolved or let me out of my contract. At the same time I requested to stop auto payments. They refused to close my account but did stop the auto payments. After several calls with supervisors and no resolution or support, I switch services to ADT and both ADT and I informed Vivint of no longer needing their services. Now February 2023, after not using vivint services since around October/November 2022, they drafted my bank account a total of $198.00 without me authorizing auto pay again. There were a total of 4 charges all drafted on Feb. 4th for the total of $198.00. I contacted my bank to contest these charges and they in return contacted Vivint to resolve this. Once again nothing was resolved. I don't think in any way, especially dealing with your home and self security, is this reasonable or good business practice. I have now been under the protection of ADT since around November 2022 and have been paying for their service and equipment since then. At the same time, after being notified and services no longer connected for monitoring by Vivint, they want to continue collecting from me and also withdrawing from my bank account without my consent. All I'm asking for is a refund and Termination of contract due to the impossibility of performance. ACCT #******** *************************/*****************************

  

  Business Response

  Date: 02/13/2023

  February 13, 2023
  
  
  
  Better Business Bureau of *************************************************************************** 84129
  
  
  
  RE:   Consumer Complaint Case #: 19350133
            Complainant: *****************************
            Vivint Account #: *******
            Date of Agreement: May 23, 2019
           
  
  To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond. 
  
  In her complaint, ********************** states that her system has had recording issues from 2021-2022. She states that after many calls and technicians the issues are still unresolved. ********************** states in October / November 2022 she decided to switch to ADT. ********************** states that she requested Vivint resolve the issues or let her out of the contract. ********************** states that she turned off the autopay and after not using the service since October / November Vivint charged her account in February 2023 for $198 without her permission. ********************** desires a refund, cancellation and to stop auto pay. 
  
  A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and its associated fees without penalty. However, ********************** will remain responsible for the remaining Equipment Line of Credit and its associated fees. 
  
  Vivints records indicate that ***************************** signed a Purchase and Services Agreement (Agreement) on May 23, 2022. Records indicate that in section 4 of this Agreement Vivint does not warrant that the system will always operate or detect. Section 2.5 of the agreement states that Mr. ************ authorizes Vivint to make electronic fund transfers from their bank account or charges to their credit card account  for the monthly service fees, and equipment charges. Vivint records indicate that ********************** has had only (2) technicians out since 2021. Records show that January 24, 2021 a technician was set up after network connection issues were reported. February 14, 2022 ********************** reported doorbell camera issues and a technician was sent for this issue. Records indicate September 1, 2022 ********************** reported doorbell camera recording issues and requested cancellation of the account. October 11, 2022 ********************** again requested the cancellation of the account, was provided with cancellation buyout information. She requested the remaining contract be waived and to turn off the auto pay. 
  
  With the information listed. Vivint offers the resolution above. ********************** 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 Legal
  
  

  Customer Answer

  Date: 02/14/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find this resolution partly satisfactory for me.

  After so much effort put into place in regards to this complaint and going around in what seems to be a circle, I am willing to accept the only thing that Vivint is offering. That is of cancelling my contract and fees with them.

  My original complaint was also requesting a refund of charges they drafted for the months I was no longer receiving their monitoring.  However, this was not granted.

  The other request to cancel the equipment contract was also not granted, but I will contact that service directly once again. 

  In what I hope is the end to all of this, I am well aware that I will never do business with Vivint again as well as refer anyone.

   

  Sincerely,
  
  *****************************

• Initial Complaint

  Date:02/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  They are overcharging customer for their services. They changed me $1,799.99 for a "Takeover Kit". There is no breakdown of what comes with this. Plus additional charges for other equipment that totaled $1,298.97. I was told the "Takeover Kit" includes a panel which is $600 and to takeover my window breaks, I believe I have 4 (I had these from a previous company). The supervisor said the window breaks were $50 to $100 each. She couldn't give an exact price because there is no breakdown of the "Takeover Kit". This was only brought to my knowledge when I asked for an itemized list of what they are charging me for. I believe they have overcharged me $900 by saying this "Takeover Kit" was equipment, which is financed through another company along with the other equipment that is broken down on the list. If they tell you that your are financing equipment there should be a breakdown of the items and the cost. I've asked for itemized list of the "Takeover Kit" because I'm suppose to paying for equipment. They are overcharge customers and disguising it as something else. It's unethical practice that needs to be stopped.

  

  Business Response

  Date: 02/14/2023

  February 14, 2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 19362297
             Complainant: ***********************
             Vivint Account #: *******
             Date of Agreement: June 30, 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 provide a refund in the amount of $550.00 to go towards the equipment loan with Citizens. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.    
  
  
  Sincerely,
  
  Vivint Legal

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Dear Better Business Bureau
  My name is ******* ********, along with my husband ******* ********, and we are writing this formal complaint against Vivint Security Inc. about their poor products, improper working of their products, and also to have their service be discontinued because of failed app on the phone, also their cameras, along with deficient usage of the keypad on my front door. We would like to cancel their faulty camera security services it has not worked properly nor provided the adequate services we needed along with their poor quality equipment. We have called and emailed them to work out all the issues but have not been successful. Our vehicles have been damaged several times and our door bell camera was down for a couple of weeks. We paid for all the equipment entirely off and we always paid our bills. Now we just want to be done with Vivint and completely discontinue the services with them for good. I need help with them just to release us from any and all camera security services we have with them if you can please help.
  
  Respectfully, ******* and ******* ********

  

  Business Response

  Date: 02/14/2023

  2/14/2023
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129
  
  
  RE:    Consumer Complaint
  Case #: ********
             Complainant: *******
  ********
             Vivint Account #:
  *******
             Date of
  Agreement: 1/25/2021
  
  
  
  To Whom It May Concern:
  
  I
  have reviewed the information provided by Ms.
  ******** and appreciate the opportunity to respond.
  
  In
  her complaint, Ms. ******** explains that she is dissatisfied with her service
  and equipment. Ms. ******** requests cancellation of the account without
  penalty.
  
  At
  this time, Vivint is willing to cancel Ms. ********’ account without penalty.
  
  However,
  it should be noted that on January 25, 2021, Ms. ******** signed a System Purchase
  and Services Agreement (“Agreement”) for an initial term of 60 months. Ms.
  ******** agreed to a monthly services payment of $60.66.
  
  Despite
  the information mentioned, Ms. ******** has no further obligation to Vivint.
  
  If you have further questions or concerns
  regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
  Department 160 – Legal.    
  
  
  Sincerely,
  
  Vivint Legal
  

  Customer Answer

  Date: 02/15/2023

  
  
  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:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought home 2019 and had equipment installed. Sold that home and closed in 2021. Moving department advised to close that account and open another one. Paid off old equipment during the sale of home. Got new equipment in July 2022. There were issues with new account due to old account not being closed. I had a line of credit to pay out equipment. In July 2022 I was charged full amount of equipment $2435 and months charges for equipment and monitor for $82. One piece of equipment on backorder during installation. During the installation mixup, intaller said they are giving me a credit on account and receive 2 outside cameras. I call in October sending all statements with transactions for double payment and inquiring aboit the cameras. In October, I called regarding the double billing. Agent said my account is not active. In December, spoke to moving department, they were to cancel the other account and refund me then$2435, delvier the cameras and credit my account due to all th3 mix-up. Called February 2023, agent said the account was officially closed February 1st 2023. He also saw the charged for double billing and said I needed to speak with the ******************* Held on for over 1 hour. Called back as asked to speak to front office and CEO of the company, they refused to give me the number to resolve the situation which has been going on for over a year. We have 2 options, they take care of the situation and we move forward or all the equipment will be removed from my home, my father and brother will also have their equipment removed because I referred them to this company. They have all the documents, enough is enough. This customer service has been less than satisfactory service. This is not the way to conduct a company. This has been going on for over year.

  

  Business Response

  Date: 02/14/2023

  February 14, 2023
  
  Better Business Bureau of *************************************************************************** 84129
  
  RE:   Consumer Complaint Case #: 19349297
   Complainant: ****************************; 
  Vivint Account #: *******
  Date of Agreement: June 2, 2022
           
  To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
  
  In her complaint, **************** explains that she was supposed to have a line of credit to finance her new equipment following her move in July 2022. She further explains that she was charged the full amount for the equipment. 
  
  A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns. Vivint is willing to assist **************** in setting up her line of credit for the equipment as well as process a refund for the equipment charges.  **************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.  
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/13/23 I called Vivint to get an install done on my new home.When I called I spoke to Brennon P***** and he stated that my equipment total would be over $3,000 and that I had a Fortiva line of credit with $4,000 available to use for the equipment.I advised Brennon that I would like to use the Fortiva line of credit for the equipment. Brennon was quiet for a moment and said "Great, ran the total through your line of credit with Fortiva and everything is good. We can get you set up with an installation date." So,I made my installation date, Vivint came come and installed all the new equipment to my new home.Just last week I get an email that I will have the full amount of the equipment taken out of my checking account.My Wife called Vivint to see what was going on because I was told on 1/13/23 by Brennon P***** with Vivint that my equipment total was put on my Fortiva line of credit.When my Wife called, she was told that my Fortiva line of credit was actually closed and the equipment total was never put on there, it was put to bill my checking account.The woman my Wife spoke to tried to run the Fortiva line of credit and instantly got a denial because the line of credit has been closed (we paid it off over a year ago and we did not close it, we did not know it was closed, Fortiva closed it). My Wife was told they would email me a new application for a new line of credit, that never happened.My Wife called today and spoke to Hilda P**** who was very helpful and she, too, tried to run the Fortiva credit and it clearly came back, instantly that it is closed.She advised my Wife that Brennon P***** per his notes in the Vivint system got the same message (even though he told me it was good an my total amount was billed there) he then, tried to push it through an in house financing that Vivint doesn't even offer and then he just put LOC (line of credit). We can't get any help and we would like for the entire amount to be taken care of by Vivint since their employee did something very illegal and lied to us.

  

  Business Response

  Date: 02/15/2023

  February 14, 2023 
  
  
  
  Better Business Bureau of Utah 
  **** * **** * 
  Salt Lake City, Utah 84129 
   
  RE:    Consumer Complaint Case #: ******** 
           Complainant: ******* ***** 
           Vivint Account #: ******* 
           Date of Agreement: Janurary 13, 2023 
  
  
  To Whom It May Concern: 
  
  I have reviewed the information provided by ******* ***** and appreciate the opportunity to respond. 
  
  A Vivint representative has reached out to Mr. ***** and a resolution has been agreed upon. At this time, Ms. ***** are working with the Vivint Executive team towards a resolution. Ms. ***** may contact Vivint’s representative directly with any questions or concerns regarding this matter. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. 
  
  
  Sincerely,  
  Vivint Legal 

• Initial Complaint

  Date:02/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Vivint home security and had a technician come to my home for installment. During the installment I asked if I had a grace ****** to cancel it all and not be held responsible for paying the equipment, services. The tech told me I had 30 days to cancel it all without paying. After 3-5 days, I realized i did not like the system for various reasons and definitely not worth the thousands of dollars it cost. I called Vivint, spoke to multiple people and they all said I only had 3 days as stated in the contract I signed. However, one of the supervisors I spoke to was able to confirm exactly what I said about the information provided to me by the technician. They have said over and over that they will speak to the technician and inservice him, etc. But still, will not honor what the technician said. I have text message proof of the technician confirming what he said about 30 days to cancel. Today I received a call from Citizens, the financing company stating that I had to pay two separate bills, Vivint for the security services and Citizens is for the finance of cameras. Vivint tech said I would receive one bill!! Yet more false information. Vivint does not want to be accountable or responsible for the information their techs are providing. Their response is "they don't know" or "its not their job." This is the worst company I have ever dealt with, and they expect me to continue with them for 5 years? Or I can pay for the equipment up ($3700) upfront and cancel Vivint. That is absolutely ridiculous.

  

  Business Response

  Date: 02/14/2023

  February 14, 2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 19348464
             Complainant: *************************
             Vivint Account #: *******
             Date of Agreement: January 26, 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 proceed with a full cancellation of the monitoring service contract, a full refund of the equipment line of credit with Citizens, and to refund any payments made upon confirmation of the equipment removal.  A Smart Home Professional has been scheduled for February 28, 2023, to remove the equipment. CUSTOMER may contact *********************** representative directly if HE/SHE has any questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.    
  
  
  Sincerely,
  
  Vivint Legal

• Initial Complaint

  Date:02/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vivint refuses to acknowledge my cancellation request , taken monies from my bank account tobsatisfy what they claim as amount due gor cancellating a contract prior to an rnd date and continue after my cancellation motification to take monthly payments.I sold my **** home in Novrmber 2022 and moved to ******* for health reasons. I notified Vivant of same and was told I had a contractual agreement with time rrmaining ( which I was unaware of such contract). I contacted Vivint at thebend of January stating that I became aware that they were continuing to take money ftom my account for services I had already paid and csncelled and to cease immediately. Their Loyslalty Dervice Rep stated dhe would review the account and let me know in a couple days. I requested her review findings be in writing. This date February 7,2023 I received an email stating I had never advised Vivint of cancellation and therefore owe them money..... which I DO NOT !!!!Attached is an email notice I received from Vivint in NOVEMBER acknowledging my cancellation request. Oddly enough sentvthe same day they took $1500 from my bank account as pay off of alleged contract.Im 75 years old and I want my money returned. They continue to taje $83+ /month for service in a home I sold and vacated in November 2022 "We've received your request.Hey *****!We have received your cancellation request, submitted 11/15/22, and have attached it to your account. We will review your account and begin the cancellation process. If there are any issues with your request, we will reach out via email.We are sad to see you go, and wed love to continue keeping you and your home protected. Simply give us a call at ************ to discuss your needs, and we will find an offer thats right for you.For your reference, your service number is S-8095203.Call Now Thank you for your time as a valued member of the Vivint Smart Home family. The Vivint Team Chat"

  

  Business Response

  Date: 02/14/2023

  February 14, 2023
  
  Better Business Bureau of *************************************************************************** 84129
  
  RE:   Consumer Complaint Case #: 19347873
   Complainant: ********************; 
  Vivint Account #: *******
  Date of Agreement: July 11, 2016
           
  To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
  
  In her complaint, ************ explains that Vivint has refused to acknowledge her cancellation request and continues to take money from her bank account. She further explains that $1500 was taken in November to pay off her contract. ************ desires a refund.
  
  A legal representative from Vivint has attempted to contact ************ via email and phone to resolve her concerns. Vivint agrees to cancel ************** account and issue a refund of all payment taken after November 15, 2022, to her card ending in ****. In addition, Vivint agrees to issue a refund of the $1,541.49 that was charged on November 4, 2022.  ************ may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

  Customer Answer

  Date: 02/14/2023

   
  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,
  
  *********************

  I accept this proposed resolution as long as it encompasses any charges relating to the purchase of an additional outside garage  camera purchased FROM VIVANT  but allegedly financed by a outside party appointed by VIVANT.

  
  

  Customer Answer

  Date: 03/02/2023

  As I previously responded on your form. the acceptance of ******* proposal was conditional based on inclusion of a additional camera purchased from Vivant through Vivants product site and allegedly financed by ************* for the benefit of VIVANT. 

  At the time I attempted to initially close my Vivant account and inform Vivant they could come to retreive ALL of their equipment due to the fact that I had sold my home and was moving OUT OF STATE, I disabled ALL EQUIPMENT but left with the new home owner who did not want Vivant . ****** then refused to accept my request for cancellation as well as retrieval of the equipment. 

  

  Business Response

  Date: 03/06/2023

  March 6, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 19347873
   Complainant: **********************; 
  Vivint Account #: *******
  Date of Agreement: July 11, 2016
           
  To Whom It May ***************** have reviewed the additional information provided by ************************* and appreciate the opportunity to respond.
  
  Vivints record indicates that on February 15, 2023, a refund in the amount of $1,769.72 was issued to ************** credit card ending in ****. In addition, ************ account was also cancelled as requested. 
  
  A legal representative from Vivint has once again attempted to contact ************ via phone to resolve her concerns. ************ may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

  Customer Answer

  Date: 03/07/2023

  I accept Vivints resolution under duress. 

  
  

• Initial Complaint

  Date:02/07/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since September 2022 we have had issues with the equipment provided by Vivint. We have had panel connectivity issues; NEST issues. During the period of 9/2022 and 2/23, we have had no less than 10 technicians come to address the issues. The issue seems repaired, and within ***** days, the same issues occur. The customer service representatives are rude, un-knowledgable, and not helpful. The customer loyalty department just sends you to other departments. I have been with Vivint for 9 years but will not renew when my contract is over. Given the issues I continue to have, I have requested to be released from the contract since I am without service more than I have it, but I was told I would have to be $750.00 to get out of the contract even though it is apparent that the equipment is faulty. Why would anyone pay that amount to purchase faulty equipment? Vivint does not honor its contract to provide quality service to customers.

  

  Business Response

  Date: 02/13/2023

  February 13, 2023
  
  
  
  Better Business Bureau of *************************************************************************** 84129
  
  
  
  RE:   Consumer Complaint Case #: 19347979
            Complainant: ******************************************
            Vivint Account #: *******
            Date of Agreement: July 22, 2014
           
  
  To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond. 
  
  In her complaint, ******************************* states that she has had issues with the equipment since September 2022. She states that she has had at least ten (10) technicians out. ******************************* states that it seems the issues get resolved but within fifteen (15) days it issues reoccurred. She states that the customer service representatives are not helpful. ******************************* states she has requested to be released from the contract, but was told she would have to pay $750 for cancellation. ******************************* desires to be released from the contract without penalty and to have the equipment removed. 
  
  A Vivint representative has attempted to contact ******************************* via email in efforts to resolve this matter. Vivint shows that ******************************* has agreed to have the equipment removed from the home and Vivint will provide cancellation of the remaining monitoring contract and equipment line of credit without penalty and Vivint will provide a refund of three (3) months of service. 
  
  Vivints records indicate that ******************************* signed a Purchase and Services Agreement (Agreement) on July 22, 2022. Records indicate that ******************************* has reported multiple equipment issues between July 29, 2022 and January 2023 and has had multiple technicians out. February 7, 2023 ******************************* made a cancellation request due to the equipment issues. She was educated on the buyout information for the cancellation. Records indicate February 8, 2023 an appointment was set to remove the equipment and cancel the account without penalty for February 13, 2023. 
  
  With the information listed above Vivint has agreed to cancel the account without penalty and remove 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 Legal
  
  

  Customer Answer

  Date: 02/13/2023

   
  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:02/07/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Agreed to purchase a Vivint home security system in October 2022. Was told by the salesperson that I would receive six months of monitoring service for free and that once I paid off the equipment I would not be in a contract and that the service would be month to month. I was charged for monitoring service in November and December 2022. Once Vivint confirmed with the salesperson that I was supposed to receive six months free, I was refunded the two months, but my account was put in a past due status. I asked about canceling my account and was told all I have to do is pay off the equipment. Once I paid off the equipment, I called to cancel my account and was told there is a cancellation fee of 50% of the outstanding balance of my contract of five years which totaled to above $2000. When I asked about how the sales person told me, there was no contract I was referred back to the paper contracts that states I am in a contract. I asked about false advertising and misrepresentation with no remorse. The sales person lied to me at least twice just to make a sale. After speaking with numerous customer service agents, no one was able to assist me and I was told basically that I have to just deal with it.

  

  Business Response

  Date: 02/14/2023

  Tell us why here...2/14/2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 19347900
             Complainant: *****************************
             Vivint Account #:*******
             Date of Agreement: 10/28/2022
  
  
  
  To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
  
  In her complaint, ****************** explains that she was provided misrepresentations at the time of the sale regarding her contract term length and the cancellation policy. ****************** requests cancellation of her account without penalty.
  
  Due to the misrepresentations provided to ******************, Vivint is willing to cancel her account without penalty upon receipt of the equipment. A representative from Vivint has contacted her via email to schedule a system removal appointment.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.    
  
  
  Sincerely,
  
  Vivint Legal
  

  Customer Answer

  Date: 02/21/2023

   
  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,
  
  *****************************