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.
- 2,801 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:01/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 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 LegalInitial Complaint
Date:01/04/2023
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 switched from ADT to Vivint in September 2022. We worked with ******, sales consultant who initially seemed pleasant and knowledgeable. We had two indoor cameras, one outdoor camera, glass break, a smart lock and an alarm panel. ****** recommended that we get the same products with Vivint and that we add a back camera. He also informed us that we should keep the current smart lock as it would work with Vivint. My daughter recently switched to Vivint, and we were both told that we would get a $200 account credit since she referred me. The system was installed and this is where the problems began. Our smart lock did not operate correctly and when I contacted customer service, we were told we should have gotten a new lock because when they try to use a lock that was programmed under a different company, it does not work properly. Then, all of the sudden the lock will not lock from the app. We had to call to troubleshoot that issue. The panel also keeps blacking out all the time and rebooting, for unknown reasons and without request. In addition, we are being told we will not get the $200 credit because ****** provided us with the incorrect promotion code and the time period has passed. Our experience to date with Vivint has been horrible. We are paying a premium price for the system and monitoring and we continue to experience issues and information we were told by ****** not be honored. It is extremely disappointing because I attempted to cancel my service as ****** told me we had 30 days and then he stopped responding. Vivint stated we were unable to cancel. We are frustrated and want some resolution to the issues outlined.Business Response
Date: 01/12/2023
Tell us why here...January 12,2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18682846
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: September 24, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that they were told their existing door lock would work with Vivint, but it does not, and that the panel often stops working and goes black. The complaint also indicates that she was supposed to receive a $200 referral bonus for referring her daughter, who installed, but it has not been received.
Vivint offers to honor the referral bonus upon verification that her daughter has had a service installed, to send technician to fix or replace the panel and to get the existing lock to work with panel or give 50% discount if it needs to be replaced.
A representative from Vivint has reached out to ***************** via phone call and email in an effort to resolve this matter. However, Vivint has agreed to the above resolution and ****************** may contact Vivints representative directly with any further questions or concerns in this matter
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got service started late October 2022. The installer told me they could do a buyout of my current contract up to $500. I began communication via email with the *************** I called several times to get this resolved because the former company charged me the final bill when the ******** said this would be taken care of. I've called almost 20 times to get this resolved.They've so called and escalated it to various departments. I've had to repeatedly myself several times - they aren't putting the correct information in the escalation. I have repeatedly told them I can provide the email chains, the bank statements, and final bill along with the pay-off letter to prove anything. They refuse to take it, and worse, they tell me they can only refund the money I paid ADT as a credit on my Vivint account. I requested that they put it on my debit card, the same one they have on file that they used to over charge me for a additional camera the sales agent lied about being able to put in my Fortiva loan (since it's within 15 days of account opened). I've literally called and repeatedly stated the same things to multiple reps from the customer loyalty, opportunities, billing and whatever other department. They have multiple cases opened - yet claim that they don't see the notes. This has been going on now since October. Then when I say I'd rather cancel there's a "50% off" so instead of 2k, I'd only be responsible for 1k. What?!?! Their customer ***** and I don't have any other ********************** system to rely on. ADT was garbage technology but stellar customer service. It's just been very stressful and nobody is resolving the matter. Even the "supervisor" has to call me to tell me they can refund me - just by putting the money on my Vivint account. I want to cancel my service, but I can't be without security. So just give me back my money on my debit card not a credit on my Vivint account!! I can provide documents to legal team if need be.Business Response
Date: 01/10/2023
January 10, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18680399
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: August 19, 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 sent a refund of $328.99. ************** 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:01/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
on 7/22/22 salesman for Vivint offered a 30 day no risk trial of security home ******************** the equipment was installed 07/23/22 the next morning....on 07/29/22 Vivint home office was notified & the salesman (*********************) all phone numbers below... tho they were informed of the cancelation they still tried to get money out of our checking account.. i was told they would come & uninstall their product each time. after numerous phone calls, left messages, text messages ignored, basically didn't take or return any of the phone calls, written notes & letters never a responce.. as result of Vivint not coming to uninstall product they have filed a negative report on my credit thru a company: Fortiva ****************************************. The pushy salesperson offered the 30 day trail for free, as I told them all, it would have to be OK'd by our trust ************ wasn't approved by them & the company was notified within the next week that it was installed. After installed & cancellation not a responce or contact except for collection thru the mail & the bad credit reporting.We are retired ******** people & lived in ***********, raising our family our entire life.Any additional info need from us please contact.Thanks for any help,*********************** cell ************ email ******************* or *****************Business Response
Date: 01/11/2023
January 11, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18678208
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 21, 2022
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************** explains that he notified Vivint and the salesman of his cancellation request on July 29, 2022, but he was still being billed. He further explains that he was told the equipment would be uninstalled numerous times but that did not happen after several calls, written notices, and letters. ************** desires correction to a credit report.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve his concerns. Vivint is willing to review Mr. ****** notification of cancellation as no record of it can be found on his account.
Vivints records show that ************** signed an Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $33.99 and total equipment fee of $2,737.48 that was financed through Fortiva, plus applicable taxes during that term. Vivint does not have any record of cancellation request or correspondence from ************** regarding his account.
************** may contact Vivints representative directly with proof of cancellation notice and 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 LegalCustomer Answer
Date: 01/11/2023
Complaint: 18678208
I am rejecting this response because:As a military veteran & suffering with CTE's I don't recall signing anything that would bind me to be to be scathed to pay , when they sent the salesman in with a approach to get in & out in a flash ... With a 30 day free trail .
The salesman was told that the trust lawyers would have to approve this spendersure & was appropriately contacted that the transaction was not approved. They installed the equipment anyway & won't return any contact
Sincerely,
***********************Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18678208
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 21, 2022
To Whom It May ***************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
************** 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 LegalCustomer Answer
Date: 01/17/2023
Complaint: 18678208
I am rejecting this response because:
I was given a 30 day no obligation but only took four days into the trial & notified contact *************************** of Vivint. Didn't want it installed but salesman assured me it was free for 30 days no questions asked.As we're on a fixed income & retired we feel we've been taken advantage of with our age & health.
Besides we told the company man there was no money to pay for these items. But he insisted on the free trial that has turn out to be a scam.
Our credit has been damaged by this scathing account and want it restored.
Sincerely,
***********************Initial Complaint
Date:01/03/2023
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 have been trying to cancel this service since 5/10/22 . As 7months have passed and Vivint has continued to send us notices of pass due payments. We have tried to resolve this on several occasions and clear the account which continues to be open with more pass due for two months and counting late payments. We sent a pass due payment 09/19/22 along with the Vivant cancelation notice. We made another call after the check cleared and they say they never received the cancelation which was with the payment. We have tried on "three different times " to cancel but still receiving pass due notices. We are senior citizens and are at "our **** in" on what to do next to resolve this matter.Business Response
Date: 01/11/2023
Tell us why here...January 11, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18677953
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 1, 2016
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 cancel her account and waive the 4 months that are currently past due. She will have no further obligation to Vivint. ********************** 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:01/03/2023
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.
Salesman from Vivint (****) came to my house utilizing false sales practices. Shortly after signing up **** smoked marijuana at my residence without my permission. **** stated I needed a co-signer on the account for credit but ensured me all billing and credit will lie under my name and NOT my sisters [the co-signer] . I let him know if my sisters name has to be on a line of credit or anything related to billing, that will be a deal breaker. **** ensured me no line of credit will be under my sisters name [***************************], and only my name. Since then, *********'s credit has dropped 90points due to being late on Fortiva payments. I, myself was not aware there is a open line of credit for Fortiva until ******* contacted ********* stating she was late on payments. I have attempted to resolve with this company with no resolution.Business Response
Date: 01/10/2023
January 10, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18678050
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: July 19, 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 removal of the Vivint equipment and cancellation of the remaining monitoring contract and equipment line of credit upon receipt of the equipment and a Notice of Cancellation from ******************************************. ************ 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:01/03/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In August of 2020 we signed up with Vivant Security for a rental home we were to be in temporarily. We told the sales person that we would be leaving within two years. The salesperson assured us we could cancel at anytime and when we called this summer to discontinue service we were told we would have to payoff a loan we had signed up for with ************* for purchase of the equipment. We were never told about a loan and did not realize that our automatic payments were also going to the bank. We are senior citizens and we were taken advantage of by the sales representative. We are now told to stop the service we have to pay off over **** dollars for equipment we supposedly purchased. We have asked what the actual cost of the equipment and the company will not tell us. Others in the security field laughed and told us tht the equipment at best cost $200 and that they need to overcharge to pay their sales people commissions. We also asked several times to see the agreement with the bank that we supposedly signed and after the 4th call we did receive the document. On that document we could find no reference to ************* or a legible signature. I don't believe we ever saw this agreement and it certainly was never explained to us. Finally the system never worked properly and was going off for no reason. When asked for it to be repaired we were given instructions to repair it ourselves and sent new sensors. We couldn't make it work and after several complaints we asked for the equipment to be removed out of total frustration since we were going to move we just wanted it out of the house. He just exchanged a monitor, that worked for a while and left. This is the most unethical company I think I have ever run into and am not surprised at the number of class action suits against them for unethical sales practices. We want out of this service and believe we have given the company enough money for a system that is terrible.Business Response
Date: 01/13/2023
January 12, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18677714
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 28, 2020
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states he and/or his wife they would be able to cancel at any time. ************ recently called in to cancel and was informed the equipment loan would need to be paid in full prior to cancellation.************ states they were not aware of a loan and feels they were taken advantage of. ************ states they do not recall ever seeing the document nor was it explained. ************ desires to have the monitoring service cancelled with no further payments and an apology.
A Vivint representative attempted to reach out to ************ regarding this matter via email. Vivint agrees to process cancellation of the monitoring service. ************ will remain responsible for any balance on the equipment loan.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on September 28, 2020 with an initial term of sixty (60)months, a monthly service fee of $19.99 (plus any applicable taxes and fees),and a total fee of $1,960.99 to be financed and paid monthly during the initial term. Mr. and ************ requested cancellation in September 2022 and were given offers from Vivint to move the system or to cancel the service fee if the equipment was paid off. However, as ************ was still within the initial term of her Agreement cancellation without penalty was not
To resolve this matter, Vivint agrees to process cancellation of the monitoring service contract. Mr. and ************ may contact Vivints representative to discuss this resolution or with any further questions.
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: 01/23/2023
RE: Consumer Complaint Case #: 18677714
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 28, 2020My apologies. I was not able to respond through your website and respond to your earlier email. The complaint with Vivant was not resolved.We are asking for the service to be cancelled due to poor service, equipment that is unreliable and dishonest sales practice. We believe we have paid enough for the service and the equipment already. We have also been promise a refund by the customer service depart of $40 to compensate for the time the system was inoperative and have not been credited that on our account.1. Provide a signed copy of the loan agreement between us and *************. The copy of the agreement they did send me does not list ************* anywhere in the 2 pages they sent me. I have asked for this 4 times and no one has provided it.2. Send me a legitimate loan number, the one they sent me when I requested it does not exist in the Citizens system. How am I supposed to understand the terms of the loan if it does not exist?3. The pricing of the equipment that they listed on the Schedule of Equipment and Services. I get a Smart Home bundle price of ******* but they leave the prices on the components blank. How did they arrive at the total price? If I am financing a loan for their equipment then they should provide me the cost of the equipment.4. They continue to send video snippets of the conversation they had with my wife at the point of sale when she signed up for the service. If Vivant is going to use that Video conversation as some sort of contract then send the entire video so you can see the contents of the conversation.I have sent these issues to Vivant and am awaiting an answer.Thank you very much for your help in this matter.Sincerely ******* and *******************Business Response
Date: 01/26/2023
August 1, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18677714
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 28,2020
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 cancel the remainder of the monitoring service contract, reduce the equipment loan by $1,000.00, however, ************ will still be responsible for any balance remaining on the equipment loan with Citizens. ************ may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/26/2023
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:01/03/2023
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, an overpriced security service company, provides the absolute customer service experience ever. I have made 7 attempts via phone call and email to terminate my monthly service.
Their process starts with a sales rep, that you wait 30 minutes for. Then they say they can't help you. Then they transfer you to someone that offers to drop you rate plan, but they cannot cancel your plan either. So then they transfer you to someone else. 40 minutes later, while on hold, the call is dropped. This has happened to me twice. I am absolutely tired of it.
I am demanding that my account be closed immediately, and any corresponding balance showed owed be voided from the date of the first telephone call and/or email requesting cancellation (Date of: Nov 20, 2022).Business Response
Date: 01/11/2023
January 11, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
*****
Vivint Account #:
*******
Date of
Agreement: 6/30/2022
To Whom It May Concern:
I
have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
In
his complaint, Mr. ***** explains that he is having difficulty with cancelling
his account. Mr. ***** requests cancellation and a zero balance.
At
this time, Vivint has agreed to cancel Mr. *****’s account without penalty. Mr.
*****’s account has a zero balance. Mr. ***** 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 LegalInitial Complaint
Date:01/03/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 22, 2022 I was quoted a total of $4,000 worth of security/home equipment by the sales department with a monthly playment of $66.67. Upon arrival of the installation technician it was decided I did not need the Nest Thermostat or one of the Vivint Outdoor Camera Pro (Gen2) cameras. The finance company is charging for $4,000 worth of equipment when the $4,000 should have been reduced by the one Nest Theromostat and one ivint Outdoor Camera Pro (Gen2) camera. I was charged the $66.67 monthly payment and it was withdrawn from my Bank of America account however the monthly charge should have decreased since the equipment I purchased decreased. I have spent numerous hours on the phone with several representatives who aren't able to assist. This company is stealing money!Business Response
Date: 01/11/2023
January 11, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: November 28, 2022
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 being charged for a Nest thermostat and a Vivint outdoor camera that was not installed. Ms. ******* desires a billing adjustment.
A representative from Vivint has attempted to contact Ms. ******* via email and phone to resolve her concerns.
Vivint’s records show that Ms. ******* signed an Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $51.18 and total equipment fee of $4,000.00 that was finance through Citizens, plus applicable taxes during that term. Vivint’s record also indicate that Ms. ******* is not being charged for a Nest thermostat and the additional outdoor camera as indicated.
Ms. ******* may contact Vivint’s representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/03/2023
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 moved and do not require service from this provider. Upon calling to cancel service, they transferred me 3-4 times with each department saying they could not help me. Once finally getting to someone who could help me, they advised that I have to pay for another 14 months of service that I can not and will not use. Referencing contractual obligation but not willing to provide a copy. I began this service several years ago and have not voluntarily renewed anything outside of paying my monthly bill. I paid off my device, as I understand that I agreed to do that, but at no point was I under the impression that I would be required to pay for a service if life events changed and it was no longer required.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: March 25, 2019
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 is moving and no longer wants or needs the service. She was advised that she needs to pay off the equipment loan and the remaining 14 months of her contracted service.
Vivint offers to cancel Ms. ********’s account and waive the contract buyout once the Citizen's loan has been paid off. At that time, she will have no further obligation to Vivint.
The Purchase and Service Agreement that Ms. ******** signed on 3/25/19 states that it is a 60 month contract and may be paid in full at any time prior to the end of the agreed upon term.
A representative from Vivint has reached out to Ms. ******** via phone call and email in an effort to resolve this matter. However, Vivint has agreed to the above resolution and Ms. ******** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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