Business Profile

Security Systems

Vivint Smart Home

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

8,070 total complaints in the last 3 years.
2,800 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/05/2023
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 cancelled my account in August 2022 due to the sale of the house I owned on **************************************************************************. I paid off the equipment cost of $875.28 to citizens and I paid the cancellation fee of $599.96 that Vivint assessed me. I did everything on my end, and had multiple fustrating conversation with customer service and I was reassured my account was cancelled. However they still attempted to charge my credit card on 1/5/23,they never cancel my account properly and they try to charge me on service I don't own! I feel violated, like someone trying to rob me by charging me fees 4 month after I cancelled. I had to block my credit card and report the charges as fraudulent. I hope someone will put an end to their unprofessional harassment and fraudulent practice.
Business Response
Date: 01/12/2023

January 12, 2023

Better Business Bureau of ****
*************************************************************** 84129

RE:    Consumer Complaint Case #: 18690598
           Complainant: *********************
           Vivint Account #:*******
           Date of Agreement: 1/4/2017

To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.

In his complaint, ************** is requesting cancellation of his account.

At this time, Vivint is willing to cancel **************** account with a zero balance.************** has no further obligation to Vivint.

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: 01/12/2023

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.
However I reserve the right to re-open the complaint if this business (vivint) attempt to collect money for my cancelled account in the future.

Sincerely,

*********************
Initial Complaint
Date:01/05/2023
Type:Billing 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 have tried to cancel my account on several occasions and Vivint has put me through a very difficult and time consuming customer service process and still keeps charging me monthly fees even though I am not receiving the service and the equipment is no longer functioning.
Business Response
Date: 01/11/2023
January 11, 2023

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 18689780
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 16, 2016

To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.

In his complaint, ******************** states that he has tried to cancel his account several times. He states that Vivint continues to charge him, though the equipment no longer functions. ******************** desires cancellation and cease of the billing.

A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint offers cancellation of the account as requested.

Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on September 16, 2016. Records indicate that November 21, 2022 ******************** contacted Vivint requesting a free panel upgrade and compensation for the months the equipment was not working. Records show that December 1, 2022 ******************** provided permission for a takeover on the account. January 5, 2023 Records show that ******************** states that account should have been taken over and that he is still being billed,. Records show that it was requested that ******************** send in a written Notice of Cancellation to process the cancellation of the account in which Vivint has not yet received.

With the listed information above, Vivint offers cancellation of the Vivint contract. ******************** 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
Initial Complaint
Date:01/04/2023
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.
In Jan 2020 I renewed a security monitoring services contract for 6 years in order to purchase cameras. I also had a separate contract to purchase the cameras. In October 2021 we sold our home in ******* *****. We moved to ******* *****. I discontinued the services and i paid off the equipment. We did not obtain any security equipment or services for the new ******* ** home. In Oct 2022 vivint started billing my credit card for services that I have not been using or planned to use. I discussed the situation with vivint on Nov 22 2022. The vivint representative instructed me to send a cancellation email. The rep also told me that I would be charged for Dec only. Jan 2023 I was billed again. I called today and they could not find the cancel email and the best they could do is for me to convince the new owners of the midland house to take over the service or buy out the contract for *******. I bought out the contract. I can't believe I have to pay for services that are not performed or requested to be performed.
Business Response
Date: 01/11/2023
January 11, 2023

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 18686008
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 28, 2011

To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.

A legal representative from Vivint has attempted to contact ************ to resolve his concerns. Vivint agrees to cancel ************** account and issue a refund of $1,137.96 that was paid on January 4, 2023, for account cancellation. ************ would receive this refund within 7 business days to his credit card ending in ****. ************ may contact Vivints representative directly if he has any further questions or concerns regarding this matter.

If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal

Customer Answer
Date: 01/11/2023

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:01/04/2023
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.
I tried to cancel my account with Vivint on November 11, 2022. I called the company on 11/11/22 requesting to cancel my contract. I was told I did not have a contract and was just paying a monthly fee. Was told to send an email requesting the cancellation of my account.I sent the required email on 11/11/22 to *********************************** I received confirmation email from Vivint on 11/14/22stating they had received cancellation request and would review my account and begin the cancellation process. No action was taken by Vivint soI sent a second cancellation request email on 12/22/22. I called the company again on 12/23/2022 requesting that my account be canceled. I was told again I would need to submit an email. I explained that I had sent one and the tech did find the original email that I sent on 11/11/22. I was transferred to ************* and the rep told me and the Vivint agent that I had a 0 balance for equipment. She asked if the Vivint tech and I would accept a verbal confirmation; we both said yes. Then Vivint said I still had 16 months on my contract and would owe Vivint $754.21. I do not remember signing a contract with Vivint. I did sign one with Citizens and that had been paid off in full. Vivint told me they would reduce the amount I owed to $377.12, so at that point I paid that and was told I'd receive a confirmation cancellation email in 3-5 business days. I received an email on 1/3/23 saying my Account Cancellation Unsuccessful. I called Vivint on 1/3/23 and was told that I still owed Citizens. Once again I was transferred to Citizens and both the Vivint tech and I were told I had a 0 balance with Citizens. The tech then told me I owed for services in Jan of 2023 and could not cancel until then. I then asked to speak to another agent and he refused. He told me he would cover the Jan charge himself. I asked for a confirmation cancellation email but he said he could not do that. I want to cancel my account and if possible recover the $377.12.
Business Response
Date: 01/12/2023
January 12, 2023

Better Business Bureau of ****
*************************************************************** 84129

RE:    Consumer Complaint Case #: 18684968
           Complainant: ***********************
           Vivint Account #: *******
           Date of Agreement: October 25, 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, Vivint has agreed to and completed cancellation of ************** monitoring service. A refund of the buyout payment is not warranted. ************* 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
Customer Answer
Date: 01/13/2023

Complaint: 18684968

I am rejecting this response because:
Vivint did not have a written contract with proof that I had agreed, in 2019, to extend my service with them for 5 more years (due to expire in ****). The representative I spoke with confirmed there was no written contract, it was just a verbal contract. I do not recall being told of an extension or agreeing to a 5 year contract. The only contract I signed at the time was for the cost of the new equipment that was installed, which has been paid off in full. I signed that contract with Citizens One Loan on May 15, 2019. The Vivint representative denied my request of a refund for $377.12. I still am requesting a refund of $377.12 since there is no written contract to prove that I had extended my services until ****.

Sincerely,

***********************
Business Response
Date: 01/23/2023
January 23, 2023

Better Business Bureau of ****
*************************************************************** 84129

RE:    Consumer Complaint Case #: 18684968
           Complainant: ***********************
           Vivint Account #: *******
           Date of Agreement: October 25, 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, Vivint has agreed to provide a refund in the amount of $377.12. ************** 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
Customer Answer
Date: 01/23/2023

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:01/04/2023
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 January 3, 2023 I, *************************, placed a call to customer service regarding an issue I have continued to have with my home security system. My brother Atsouste ******* and I have placed several calls to request that a technician come to our home to assist with these issues. Instead of allowing our request for a technician, we have been subject to being on the phone for up to an hour or more. My issue is that when we had our systems installed, the installation technician installed doorbells cameras that were not provided by vivint. This system has given complications for 3 yrs that weve been customers. goes offline and disconnects causing the door locks not to work as well as inability to put in security codes for the keypad door lock. We asked to speak to a manager to further discuss our concerns and we were told that we could not. When we asked why, the agent, (******) told us that he felt he had satisfactorily taken care of our issue. I certainly do not think it was an unreasonable request specifically because the issue of the camera that the vivint techncian installed was still not operational. Furthermore, the customer service agent told us that if we wanted to have a doorbell camera we would have to pay for a new one. Why? If the installer knew there was a compatibility issue why did he sell us on that system? It was very frustrating to be on a phone. We take issue with how poorly we are treated as customers by this company and its representatives. How is it fair to the customer to pay for ********************** systems that do not provide the security they promise? How is it fair that the customer be held hostage on the phone trying to service systems that we have no expertise in?We echo the sentiment of several other customers who have lodged complaints for these reasons in addition to many others. This businesses practices are repugnant.
Business Response
Date: 01/11/2023
January 11, 2023

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 18685002
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 25, 2019

To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.

In his complaint, ****************** explains that he contacted Vivint on January 3, 2023, regarding his ongoing equipment concerns. ****************** further explains that his issues were not fully resolved over the phone, and he desires a technician sent to his home.

A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve his concerns. Vivint is willing to send a technician to Mr. ******** home at no cost to resolve his equipment concerns. ****************** may contact ********************************** / ************) directly if he has any further questions or concerns regarding this matter.

If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:01/04/2023
Type:Billing 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 ordered a new doorbell in order to have continuous 24/7 recording. When I ordered the equipment, I was informed of a monthly fee of $10 for recording. I agreed to that. Today I was charged $706.25. That price is more than double the price of the equipment ($250). I am told I am being charged $250 just to turn on 24/7 recording and another $40 activation fee along with a cancellation fee for cancelling an appointment after their tech tried to install used equipment on my home. I was not being charged used equipment prices so I cancelled. Again, at no time was I informed of any of the extra fees beyond the originally agreed upon $10 monthly recording fee. Now vivint states I can't have 24/7 recording without paying a fee that they fail to notify customers about up front. I'd like vivint to either come get their doorbell and put back the previous doorbell I had or waive the $250 fee without disconnecting 24/7 recording and also remove the appt cancellation fee. I've been a customer for years and the fact that I even need to go this far for a remedy is disappointing.
Business Response
Date: 01/12/2023

January 12, 2023

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 18684548
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August, 8 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 give her the continuous playback service for free and refund the playback charge. We will also insure the payment installment plan is in place and correct. **************** 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:01/04/2023
Type:Billing 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 or about 12/2/2022, I contacted Vivint regarding moving our service to a new home we were purchasing. Despite being customers for nearly a decade, we were told we would have to reapply and run a credit check. I told the customer service rep I didnt want to do that and if they didnt want to move our service with a new credit check they needed to cancel it. We have since been billed in both December and January. Today I spoke with three reps, the first two said our service was pending cancellation and the third said we were apparently under contract even though they wouldnt move our service without credit checks. I want my money back for the last two months and my service cancelled as Vivint is attempting to make us enter into a new contract and not uphold their original agreement which they are claiming we are in
Business Response
Date: 01/10/2023
January 10, 2023

Better Business Bureau of ****
*************************************************************** 84129

RE:   Consumer Complaint Case #: 18684344
         Complainant: *********************
          Vivint Account #: *******
          Date of Agreement: August 1, 2019

To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

In her complaint, **************** states that around December 2, 2022 she contacted Vivint regarding moving her service. She states she was told she would have to reapply and run a new credit check, she states she told Vivint she did not want to run a credit check, so she preferred to just cancel. She states that she was billed for December and January and has been told her account is pending cancellation.She states that she has also been told she is in a contract. **************** desires a refund.

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. Vivint has requested that **************** send in a Notice of Cancellation to proceed with Vivints offer.

Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on August 1, 2019. Records show that the term listed with the Agreement is sixty (60) months. Records indicate that December 1,2022 **************** notified Vivint that they would need to move the service. December 2, 2022 Records show that **************** was given the move options but was not satisfied with the options, let Vivint know that she would call back with a decision.Records show that January 4, 2023 **************** made a cancellation request regarding her moving, and was educated on the remaining contract and buyout information.

With the listed information above, Vivint offers cancellation of the remaining contract 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 Legal
Initial Complaint
Date:01/04/2023
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.
I have been a customer of ********************** for ** years. Cameras stopped working, August 2022 Tech was sent to house to repair 1 1/2 hrs could not repair. spent 2 hrs 2 separate times on phone trying to resolve issue with customer service no luck. Sept. motion sensor went bad in living room 3 times had to leave work to check on house. Vivint agreed to cut my bill in 1/2 update camera, motion detectors and panel. Tech. came to house with a door sensor not motion detector. Tech explained to me he could not do updates with out new motion sensor, October i called Vivint i was told they had the motion sensor, I scheduled an appointment when Tech arrived i asked him do you have the motion detector his reply was no i have a door sensor. I still have no alarm system, Vivint is charging me the whole amount, i will not pay now i am being threatened with Bill ********** I have removed all Vivants components, mailed them a letter of cancelation, they told me they never received until i sent Vivints confirmation letter of cancelation. Its been to long i have been paying for a service that Vivint cannot provide me, i want the $326.00 removed without any more threats
Business Response
Date: 01/12/2023
January 12, 2023

Better Business Bureau of ****
*************************************************************** 84129

RE:    Consumer Complaint Case #: 18683949
           Complainant: ***********************
           Vivint Account #:*******
           Date of Agreement: 7/23/2016

To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.

In his complaint, ************ explains that he not satisfied with his security system. ************ requests cancellation of his account and a zero balance.

At this time, Vivint is willing to cancel ************** account with a zero balance.************ has no further obligation to Vivint.

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: 01/12/2023

Complaint: 18683949

I am rejecting this response because: Vivint is telling me i have a zero balance from time of cancelation. What about the bill i just received billing date 12/23/2022 till 1/23/2023 for a balance of ****** due date 1/7/2023 if this statement is removed all is good, but if Vivint insists on me paying that amount for services i did not receive. Panel, thermostats, cameras, sensors and motion detectors were removed from the house in November. please let me know if this bill is going to be deleted or does Vivant insist on bill being paid. Please advise

Sincerely,

***********************
Business Response
Date: 01/19/2023
Tell us why here...January 19, 2023

Better Business Bureau of ****
*************************************************************** 84129

RE:    Consumer Complaint Case #: 18683949
           Complainant: ***********************
           Vivint Account #:*******
           Date of Agreement: 7/23/2016

To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.

Vivint has waived the balance on ************** account.

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: 01/19/2023

Complaint: 18683949

I am rejecting this response because: I have 3 techs from Vivint 1 unable to repair system and get cameras working. twice Vivint came out to replace my motion sensor. and brought window sensors. the whole time my camera system was not working and Vivint was charging me the full amount. We are tired of paying for a system that dosn't work.

Sincerely,

***********************
Initial Complaint
Date:01/04/2023
Type:Billing 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.
This business falsely sold me an alarm system that did not meet my need after several questions detailing what was required. The company sent me a full video camera and additional security system, had a rep ******** the equipment and did not update my billing. I've called since August of 2022 to rectify my billing and even removed my card from auto pay because after more than 10 escalations, several conversations to supervisors, screaming and crying on the phone because for the life of me I cannot understand why in January of 2023 this billing issue has not been corrected even with several escalations and notes made to the account. This company participates in fraudulent billing practices and even processed to autodraft a payment from my card when I did not provide it
Business Response
Date: 01/10/2023
January 10, 2023

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 18575284
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: August 15, 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 applied a credit of $220.21. **************** 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:01/04/2023
Type:Customer Service 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 21 Nov 2022, a local HVAC specialist evaluating my HVAC unit said my heating unit wasn't working b/c the thermostat was wired incorrectly. I then called Vivint & spoke with an agent about my smart thermostat, & a technician visit was scheduled. During this conversation, I asked for the remainder of my Citizen's One Loan ($1,931.40) to be paid off due to the cost of my electrical bill b/c of their mistake. After about an hour, the agent stated that Vivint will pay off my loan in full. I asked for documentation several times as proof of this promise & she stated that she was not allowed to provide this & that she could only give me the following case number - *********. On 22 Nov 2022, I called the Vivint billing department to verify that a payment was being processed. The agent I spoke with stated that it looked as if there was a payment processing in the amount of $1,931.40. On 21 December 2022, I was charged $52.20 by Vivint. The next day, I called the billing department & spoke with an agent who forwarded me to Cam P******* in the customer loyalty dept. (badge ID ******). Cam reviewed the case notes from the file & the phone call from both 21 & 22 Nov 2022. He confirmed that I was promised that my loan would be paid in full, that I would be receiving a refund for the $52.20, & payment would be made to pay off the $1,931.40 loan. Cam said that the next day I would be receiving either a phone call or an email to confirm both of these payments. I never received either. On 4 Jan 2023, I called the Vivint billing department. I spoke with 3 different agents who stated that none of the following information or promises about my loan payoff was documented & that I was only promised a $200 credit. Jorge (badge ID *******) said that Vivint will review the calls & contact me in 3-5 days. For 2 months I have been lied to & led on. Vivint appears to be incorrectly documenting cases & withholding information so that I don't receive the compensation I originally promised.
Business Response
Date: 01/11/2023
Tell us why here...January 11, 2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint
Case #: ********
           Complainant: *******
****
           Vivint Account #:
*******
           Date of
Agreement: 1/20/2021

To Whom It May Concern:

I
have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.

In
her complaint, Ms. **** explains that her thermostat is not working properly
and has caused an increase in her AC/heating bill. She requests that her
Citizens One loan be paid off in full as compensation.

A
representative from Vivint has contacted Ms. **** via email to request
additional documentation.

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

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