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
- 8,052 total complaints in the last 3 years.
- 2,793 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:01/18/2023
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.
Purchased everything from the company back in 2018 for my home. Sold my home in 2020 and left the equipment there for the new owners. I still paid off the equipment, when called to ask to cancel the account I was informed of a contract I had no idea about and was told then that the contract was almost over, so I continued to pay, called today 18 January 2023 and found out that now I have a contract that is suppose to be 60 months which takes it to March. So Ive been paying for a system and services for something I do not have for over 2 years. And would like this resolution done. They will only let me out of the contract if I paid more to them. They are basically getting free money for something I do not have and the new owners already have under their name.
Business Response
Date: 01/25/2023
January 25, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18830664
Complainant: *************************
Vivint Account #: *******
Date of Agreement: March 13, 2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining portion of the monitoring service contract effective January 25, 2023, upon receipt of his Notice of Cancellation. ***************** 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:01/18/2023
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.
When I was pressured to sign up for this program I was told by the door to door sales person it was a two-year contract and I could cancel afterwards, with the equipment paid off.. After the two years, I called to cancel and was told I was in a five-year contract. I explained the sales person had been deceptive and told me 2 years and had been very pushy. I gave details of the encounter and how I was pressured throughout the sale. I also explained how I was told the contract was for a shorter period of time and I never would have agreed to five years. I have tried to work with the company, but the ************ given were for me to buy out the contract, which, since the $60 a month is more than I am able to pay, I certainly cannot pay thousands of dollars for this option. They never addressed the behavior of the sales person, including, but not limited to, him insisting the service be put in immediately which required people in my home after midnight, even though I told him it was inconvenient and asked several times to have it done on a different day. I have reached out within the last few months , again, and have received no response. My understanding , now, is, I have a loan for the equipment, through Citizen One, and then a contract with Vivint for the security service. I have now had this service for almost 3 years, paying almost $70 a month for something that I told them I'm not even using. I told them I was just waiting out the end of the contract, two years, to cancel, when this was all brought to my attention. I would like to return the equipment, cancel my contract and if possible, have the Loan paid in full or greatly reduced. I asked, since I do not use the system, why couldn't they disconnect it and not charge me for the security contract and they said that was not an option until after the end of the five years. Any help with this would be greatly appreciated. The fact they not once addressed the behavior of their sales person, is questionable. ** *****Business Response
Date: 01/25/2023
January 24,2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18815671
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: May 16, 2020
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ************************ states that she was pressured to sign up with Vivint and to have the system installed that same day. The installers were there until after midnight. She was told that her contract was only 2 years and when she called to cancel was told it was for 5 years.
************************ desires to have her contract cancelled
Vivint offers to waive the contract buyout of $502.93 if ************************ pays off the remaining Citizens equipment loan
Vivints records indicate that ************************ entered into a 60 month agreement on 5/16/20. She called for cancellation information on 3/9/22 and was given cancellation options which included paying off her equipment loan and paying the early termination fee. Vivints records further indicate that ************************ reached out on 3/10/22 and was given a buyout promise to waive the contract buyout and would be allowed to cancel without penalty if she paid off the equipment loan as it is stated in section 13 of her signed Purchase and Service Agreement
A representative from Vivint has reached out to ************************ via phone call and email in an effort to resolve this matter. Vivint has agreed to the above resolution and ************************ may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/25/2023
Complaint: 18815671
I am rejecting this response because:I do not want or need the service, so I do not understand why I have to buy out the Citizen One loan in order to have the Vivant contract canceled. I have previously asked to have service stopped and they would not do it without the loan being fulfilled. I don't understand, if I have to continue to pay the loan for the equipment, but don't want the service, why I can't have it canceled. I would like the following resolution to be considered. Cancel the Vivint service contract and I will continue to pay the equipment loan, monthly.
Sincerely,
*******************************Business Response
Date: 02/01/2023
February 1, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18815671
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: May 16, 2020
To Whom It May *********************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her rebuttal, ************************ states that she does not understand why she should have to pay off her loan before Vivint will cancel the contract. She would like Vivint to consider allowing her to cancel her account and she will continue to pay on the equipment loan monthly
A Vivint representative has been in contact ************************ via email in efforts to resolve this matter. Vivint offers allow cancellation of the Vivint account. ************************ will remaing responsible for the equipment loan.
Vivints records indicate that ************************ entered into a 60 month agreement on 5/16/20. She called for cancellation information on 3/9/22 and was given cancellation options which included paying off her equipment loan and paying the early termination fee. Vivints records further indicate that ************************ reached out on 3/10/22 and was given a buyout promise to waive the contract buyout and would be allowed to cancel without penalty if she paid off the equipment loan as it is stated in section 13 of her signed Purchase and Service Agreement
With the information listed above, Vivint has agreed to the above resolution and ************************ may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/01/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I spoke with a Vivint representative today, by email, and they have agreed to waive all fees and early termination penalties along with canceling my Vivint service. I will still be responsible for the equipment loan through Citizens One.
Sincerely,
*******************************Initial Complaint
Date:01/18/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had this alarm company since last September 2022. There have been a few misunderstandings in the beginning based upon the parties not understanding each other.
They/them = customer service representatives.
I have been trying to ask them to be allowed to send electronic payments via my bank. This is really convenient for me as I know the status of my account. They pretend not to hear me and they insist on having an auto deduction done from their account. They would do all the motions of "do you agree," et seq. I had done this about 4-6 weeks ago.
Well, now, they tried to take out too much from my bank, in the current time. They tried to take today, 011723, the sum of $125.38. This was supposedly a monthly fee for alarm services. It is only supposed to be $51.47 per month. I did not have enough money in the account so they were not able to accomplish this!
I am attaching for your review documents to support my claim.
In addition to the choices listed below, I would like to cancel the contract, and return the equipment using a prepared RMA label, if appropriate.
I would like to thank you in advance for reviewing my claim.
***** ********Initial Complaint
Date:01/17/2023
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 contacted Vivint because my thermometer doesnt work and sent equipment I couldnt connect. It was difficult to get a Vivint tech to come out and after much pleading, I got one out and he informed me the wires were connected incorrectly despite being on the line with video connection via my cell and receiving step by step guidance. Now I received an email to return to broken equipment and several phone calls to the service asking for this email have resulted in nothing. Im asking for the return label so I can return the equipment. I also asked to update my email address and Im only told they will send emails to both departments to get my email updated and a return label. Ive now been on hold waiting for a supervisor FOREVER! Poor customer service for a simple request.Business Response
Date: 01/24/2023
January 24, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18828554
Complainant: ********* ***********************
Vivint Account #: *******
Date of Agreement: May 26, 2012
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she is dissatisfied with the service provided when she had trouble with her thermostat. She has been trying to get her email address updated and a return shipping label to return the thermostat. **************** desires to have the job done.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, Vivint offers to provide a credit for one month of the monitoring service fee in the amount of $60.59 for any inconvenience caused.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 26, 2012. **************** called on December 25, 2022, due to have issues with her thermostat, troubleshooting was completed, and a replacement shipped. January 1, 2023,**************** called to get assistance with adding the new thermostat. **************** called on January 17, 2023, to have a return shipping label sent to her. January 18, 2023, Vivint called *************** to confirm she received the return label, **************** confirmed the label was received.
To resolve this matter, Vivint offers to provide a credit for one month of the monitoring service fee in the amount of $60.59 for any inconvenience caused. **************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/17/2023
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's equipment has failed multiple times over the last 18 months, and their call service has been 1) absolutely unhelpful and 2) REFUSED to send out a technician. They cannot provide me with any help or a solution to my problem despite hours on the phone. Their call center has hung up on me after failing to help me at all, and now, on the third occasion, I continued to contact them until they agreed to send out a tech. I have been without my service for five days, and they have done nothing but give me the runaround. They have to schedule a time to call to SCHEDULE a **************** and there are NO technicians in my area. My current estimate for my tech visit is SIX WEEKS from now. SIX WEEKS without service. They are horrible, unhelpful, and misleading...total scam artists!Business Response
Date: 01/24/2023
January 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18828530
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: July 16, 2021
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************** explains that his system has failed multiple times over the last 18 months. He further explains that he continued to contact Vivint for a technician and there are no appointments for 6 weeks. ************** desires a refund.
Vivints record indicates that ************** has a service visit scheduled for January 30, 2023. In addition, a one-month downtime credit has been applied to his account. ************** may contact ********************************** / ************) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/17/2023
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.
On December 9th, 2022, I approved Vivint to install a security system at my home, with the understanding that being that I am over 65 years of age, I can cancel this deal. I later discovered that my MacBook Pro is not a recognized device that can log into the security system. I have called the **************** at ********************** several times since 12/27/2022, to disconnect, remove and refund my money. I have also sent seven e-mails since then to disconnect, remove and refund my money. I was told on 1/10/2023, that the scheduling team would call me back in 72 hours to schedule a Technician to remove the equipment. I called **************** back on 1/13/2022, becauseI not hear back from Vivint. **************** asked me to give them *************************************** to schedule the disconnect. It has been four days and I still have not received a call to disconnect the system. My 60 day trial will end on February 9th 2023. Please, I need your help to have this resolved. My account number with ********************** is *************** You,************************* ******************** *************Business Response
Date: 01/24/2023
January 24, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18826045
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 9, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he has been trying to cancel his service since December 27, 2022, due to system issues. ************** desires to have his service contract cancelled and the equipment line of credit to be refunded.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, Vivint has removed the equipment, provided a full cancellation of the monitoring service contract, full refund of the equipment line of credit,and refund of payment(s)s made totaling $31.47.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on December 9, 2022. ************** called Vivint on several occasions in December 2022, regarding trouble being able to access the Vivint mobile app.It was determined that the device being used is not compatible with the mobile app. ************** made a request to cancel his service, Vivint received the Notice of Cancellation December 27, 2022.
To resolve this matter, Vivint processed the cancellation of the monitoring service and refunded any payment(s) made, in the amount of $31.47. ************** may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/24/2023
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:01/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were cold called by a door to door salesman and sold a security service. We already had CPI.Business Response
Date: 01/25/2023
January 25, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18826056
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 7/6/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he is currently under contract with a different company and would like to cancel his contract with Vivint.
To assist ****************, Vivint is willing to cancel his account and equipment loan upon receipt of the equipment. A representative has contacted **************** via email to schedule an appointment.
Vivints records indicate that prior to the installation of any equipment, **************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that **************** completed the required Pre-Installation Survey on July 6, 2022.
During the recorded Pre-Installation Survey, **************** represented that he understood and agreed to the initial term of 60 months. He also represented that he would pay a monthly services fee of $56.13 in addition to a monthly equipment fee of $66.67 to Citizens, plus any applicable taxes, during that term. Further, **************** confirmed his acceptance of a $1,000.00 gift card to buy-out his other contract. **************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. ******* representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
Despite the information mentioned, Vivint agrees to the resolution above.
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:01/17/2023
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.
Dear BBB On May 7, 2022, I was tricked into a contract. THE ORIGINAL PROMISE: The SMART HOME does NOT work on Wi-Fi, it works off a different system that is encoded within Vivent. I agreed to a PACKAGE that included ******** ****** Smart Home and TV. oOnce the equipment was installed, I had thirty (30) days to change my mind THE ENTIRE PACKAGE NEVER CAME. VIVENT IS SMART HOME ONLY, NOT **** NOR TV. ************ did NOT leave until the installation arrived and started the job, he waited for over an hour, and said he didnt want to risk any more screw-**** oAs he was leaving, he told the **** guy would be calling.WHAT I DIDNT KNOW: The system runs on the internet, **** does not have service in my area, There is no package that comes The equipment has failed since installation The PACKAGE, was never installed. The contract reads I have three (3) days to cancel AFTER the installation of my equipment, since **** never installed my argument, it never arrived. The salesperson ghosted me, at one point he accidentally picked up the phone, realizing it was me and said OH SHIT! And hung up. I called the service desk and learned I only had three (3) days, and I was stuck in a five (5) year contract, not a thirty (30) day trial period. CURRENTLY: I have reinstalled all my equipment, Fire Alarm, and Smoke in order to stay within my ******************** policy Vivants is faulty and goes off at all hours of the day and night for no reason. It has been deactivated. They will charge me $50.00 to come out. I am not willing to have any more discussions with them as I tend to get upset over their ignorance of the issues (it seems many people say the same thing). I no longer have a TV in my home, it is too expensive to have the original package that I had. I am a sitting duck since my cameras with Vivent have spotty serviceBusiness Response
Date: 01/25/2023
January 25, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18824995
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 5/7/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the equipment, cancel the account and refund all payments. ************** 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:01/17/2023
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.
There are several problems.First, when I had new equipment installed by Vivint and it didn't work properly even after HOURS on the phone with tech support, they wouldn't send anyone out fix it.Then, when I sold the house, they wouldn't send anyone out to remove the equipment so I could either return it or take it with me. Their website offers removal of equipment for a move, but they never sent anyone to my house when I let them know the house was being sold.Last, I've tried several times to close my account with them and have been told it is closed just to find out it wasn't closed at my request; it was closed due to non-payment.Vivint has to let ************* know to quit charging me for the equipment. Right now, I'm still having monthly payments taken from my account for faulty equipment in a house I haven't owned in nearly a year and a half.Vivint was telling me that my request to close my account was honored but that was a lie. I need help resolving this. Speaking to a Vivint rep earlier today resulted resulted in nothing but wasted time for everyone involved.Business Response
Date: 02/06/2023
February 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18825696
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 19, 2020
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ****************** explains that her equipment did not work correctly, and she did not get a technician visit. She further explains that she moved, and no one was sent to remove the equipment for her to take with or return and she is still being charged by ************* ****************** desires no further charges from Citizen and her account closed due to a move not nonpayment.
At this time, Vivint agrees to cancel Ms. ******** Agreement and remove her account from collections however, she is still responsible for her equipment loan.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of her Vivint system, with an initial term of sixty (60) months. This shows a monthly services fee of $59.43, and total equipment fee of $3,951.00 that was financed through Citizens, plus applicable taxes. ****************** contacted Vivint on August 12, 2021, to request cancellation of her account due to a move. During this conversation with a Vivint representative, ****************** was educated on her financial obligation for cancellation.
Vivints records show that ****************** first notified Vivint of her equipment concerns on November 24, 2020, and an over the phone technical support was offered to resolve her concerns. ****************** again contacted Vivint on November 25, 2020, and over the phone technical support was again offered. Vivint was not notified of any further equipment issues until recently.
Vivints records further show that ****************** stopped making her monthly payments after April 27, 2021. As such, the account was cancelled for non-payment on November 26, 2021, and was transferred to an outside collections agency.
Despite the validity of this debt, Vivint agrees to the above resolution. ****************** has no further obligation to Vivint and will not be contacted further by collections, however, she is still responsible for the cost of her equipment to Citizen One.
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: 02/06/2023
Complaint: 18825696
I am rejecting this response because: I shouldn't have to pay for faulty equipment provided by Vivint AND I shouldn't have to pay for equipment that Vivint wouldn't send anyone to uninstall the equipment they provided.
Sincerely,
*****************************Business Response
Date: 02/13/2023
February 13, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18825696
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 19, 2020
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
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: 02/13/2023
Complaint: 18825696
I am rejecting this response because: I was sold faulty equipment from Vivint, not the lender, Vivint wouldn't send anyone out to remove the equipment when asked, and shouldn't have to pay for it.
Sincerely,
*****************************Initial Complaint
Date:01/17/2023
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.
First part of December 2022, My doorbell and camera quit working upon looking at it the back plate was broke not holding the camera in place so it was not connecting properly. I called to get a replacement part and when I received the part it was the button for the doorbell not the back plate. When I called back to tell them, they said the doorbell was older they don't have them anymore and I would have to upgrade to a new doorbell camera which would not work the panel I have so I would have to replace it. $1000.00. I think $1000.00 is not worth just needing a back plate to hold my doorbell in place. Mind you the doorbell and camera work fine when it is held in place. Whenever you call in for support they never send a tech out you spend hours on the phone with them telling to do everything to try and get the problem fixed. I have been with them since 2016. I did a BBB review and 2 weeks later got an email saying they would like to resolve the issues and they have not communicated with me since. I called today 1/17/2023 and all they do is try to up sale not resolve the problem. Told him I did not want him sell me anything wanted to talk to a manager. Of course there is not one available, supposedly they will call me back which hasn't happened now or in the past. I am done, they say that if I want to cancel I can buy out my contract also at about $1000.00 plus. If I have a contract I would think this would cover me having working equipment without having to upgrade. They are all greedy and money hungry not about trying to help the customer. When I call they all talk over me, cut you off while trying to talk to them, they don't want to be helpful. At this time I do not even have a doorbell that works. After all is said and done I would like to cancel my services with them, without paying a buy out. They have been less than helpful. For what we pay I should not have to be the maintenance person.Business Response
Date: 01/24/2023
January 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18825140
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: December 23, 2016
To Whom It May *********************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ********** a resolution has been agreed upon. At this time, Vivint has agreed to cancel her service. ***************************** 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 LegalCustomer Answer
Date: 01/24/2023
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. As long as there are no extra charges, with this cancellation.
Sincerely,
*************************
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