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
- 8,043 total complaints in the last 3 years.
- 2,785 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:12/06/2022
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 2022, We purchased a vivint smart home set up including 3 cameras, spot light, doorbell and garage door opener. It was upposed to also include a smart thermostat, but we still have not recieved it, even though we were charged for it. We had an existing camera and doorbell set up. We were told that the Vivint system was far superior because it was a smart home and security system. So we went ahead with the purchase. NONE of the system works. The camera sometimes record, but that is it. The garage door opener has never worked. We were told we would receive a refund, but instead we received a credit "for the inconvenience". The camera do not register when people come into line of sight, and they are set to the most sensitive setting. We had people in our back yard, directly under the camera on our deck, and they did not register the camera to start recoding. My daighters car was broken into, directly in front of our house and line of sight of TWO separate cameras, and neither one recorded it. The deter NEVER works. It does alert in the middlesl of the night for BUGS in front of the camera, but not when there are actual people lingering in our driveway. The doorbell does not ring inside the house or through the cameras as advertised. It also does not ring to the phone to alert of someone pressing the doorbell. The doorbell does not allow people to speak to you through it as advertised. People can hear you, but you cannot hear them. The entire purpose of a home security system is to protect the home. This does NOT do that. It absolutely does not work at all. I have contacted customer service several times and they refuse to allow me to file a formal complaint. This is 100% a bait and switch type situation to get you locked into a contract. I am paying for goods and services I have not and am not receiving.
Business Response
Date: 12/13/2022
December 13, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18531806
Complainant: *********************************
Vivint Account #:*******
Date of Agreement: 8/27/2022
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In their complaint, ********************************* explains that the system is not working properly. ********************************* requests a full refund.
If an issue with the system exists, Vivint requests the opportunity to inspect the system and make any necessary repairs. In an effort to resolve this dispute,Vivint has waived all costs associated with its technicians visit and any respective repairs. Additionally, Vivint will agree to cancel the Agreement if its technician determines that the alleged issue with ****************************** system cannot be repaired. A representative from Vivint has contacted ********************************* via email to further discuss their concerns if desired.
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: 12/20/2022
I did receive correspondence via email from Vivint Legal. She confirmed my scheduled technician appointment on December 17, 2022 at 4pm. She encouraged me to reach back out to her after the appointment.I received a text message the morning of the scheduled appointment stating to call about my appointment. After I was forced to remain on hold for 20 minutes to get through to anyone, I was told I have an open ticket but no scheduled appointment. I have email proof of the appointment, which was also confirmed on the previous email from Vivint.I was then required to sit on hold for another 20 minutes while the agent "escalated the ticket" so he could get it scheduled. I was then told he would have to call me back because he "had to wait for someone from the scheduling department to respond." I did not receive a call back. I attempted to return the call and the wait time was 40 minutes.This is absolutely ridiculous. I am being required to pay for equipment and services that do not work as advertised. I find it quite convenient for Vivint that my appointment was canceled by vivint on the morning of the appointment, with no reason. Then Vivint is unable to reschedule said appointment, and again, no reason given.I finally received a call back. The next available appointment is not until January 7. Three weeks from now. I am not happy. This is the worst experience that I have ever had with any type of company. I just want to cancel everything.I sent this same information to Vivint legal on December 17, 2022 around 8am MST. As of December 20, 2022 at 310pm MST, I have not had any type of response.Business Response
Date: 12/27/2022
December 27, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18531806
Complainant: *********************************
Vivint Account #:*******
Date of Agreement: 8/27/2022
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
Vivint apologizes for any inconvenience the rescheduled appointment may have caused.Vivint has added an additional month credit to the 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 LegalCustomer Answer
Date: 12/27/2022
Complaint: 18531806
I am rejecting this response because:this does not in anyway address or solve my initial complaint. This is a generic response . It is beyond ridiculous that my concerns are not being taken seriously. Vivint products and services are not at all as described. And the customer service is even worse. I don't want a credit. I want a refund and the system removed.
Sincerely,
*********************************Business Response
Date: 01/04/2023
Tell us why here...January 4, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18531806
Complainant: *********************************
Vivint Account #:*******
Date of Agreement: 8/27/2022
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
To assist **************************, Vivint is willing to cancel and refund his account upon receipt of the equipment. A representative from Vivint has contacted ************************* via email to schedule a system removal appointment. Following the appointment, Mr. ************ account will be cancelled and refunded.
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: 01/07/2023
Complaint: 18531806
I am rejecting this response because:
I have received email communication from Vivint. However, it is taking days or weeks to get a response when I email back. I received an email it was offered to have the system removed and refunded, but I am unable to schedule this as I cannot get a response via email.
Sincerely,
*********************************Customer Answer
Date: 02/17/2023
After several months of faulty equipment, complaints and cancelled appointments, vivint finally agreed to remove all of the equipment for a full refund. The equipment was removed January 21, 2023. I am STILL being charged for the equipment and vivint service as of February 16, 2023. I have a copy of the receipt proving that the system has been removed, and I have emails promising the refund. I have reached out to vivint twice for assistance regarding this. The first time I was told that I need to allow two weeks for the system to process the refund. I called again after the two week window and was told there was no record of any refund promised. Furthermore I was told that i would continue to be charged the full amount for the equipment and service eventhough everything had been removed and returned. I was told that I should reach out to the person who promised the refund. I have left several messages and sent several emails and have not recieved any type of response.Business Response
Date: 02/24/2023
February 24, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18531806
Complainant: *********************************
Vivint Account #:*******
Date of Agreement: 8/27/2022
To Whom It May ******************************* account has been cancelled and fully refunded. ************************** 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 LegalCustomer Answer
Date: 02/24/2023
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:12/06/2022
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 finally was able to get a hold of vivint to cancel my contract and I was told that I am in a 5 year contract. When I purchased the home security system years ago, I was told I was on a 2 year contact, which was the timeframe they spread out the equipment payments. I paid my equipment off after 6 moths. I continued to pay for over two years. Now they are telling me I am in a 5 year contract. No way, I would have never signed up for 5 years, I don't even finance cars for that long. This is just another example of why I am canceling my contract. Everything they say is a lie! I want my contract cancelled as I was told it was a 2 year contract and that time has past.Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18530614
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 13, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she contacted Vivint to cancel her contract and was told she was in a five (5) year contract. ****************** states that when she signed up with Vivint she was told the contact was for two (2) years. She states that her equipment was paid off in six (6) months. ****************** desires cancellation and no further contact by the business.
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. ****************** will remain responsible for the past due balance of $113.61 with Vivint and must provide proof that the equipment has been paid off.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on July 13, 2020. Records indicate that ****************** took part in an audio and video recorded Pre-Installation Survey. In this survey ****************** acknowledged and agreed to the contract term of sixty (60) months. Records also show that the Agreement signed shows a sixty (60) month term period.
With the information listed, Vivint offers cancellation of the remaining monitoring 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 LegalInitial Complaint
Date:12/05/2022
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 February 12,2022 two associates of Vivint came to my home to set up Vivint equipment. One proceeded to install the equipment as the other (*************************) said they would be explaining my services and getting me to sign a few documents. I had to do a credit check for the equipment and was approved to be able to finance the equipment. They never gave me the total of what the equipment was I later found out the total of the equipment the next day which was ******. I wasnt made aware that the equipment only works with Vivint services after I specifically said to ************************* the concerns about other services. Then he reassured me that I was able to cancel long as I did a written cancellation and it would take 30 days and no longer. When he was having me give my signatures on the tablet he had he would swipe completely to the bottom and just explain to me the section I was signing. He never specified that it was a 60 month contract for the Vivint services. He only stated that I would be responsible for the payment of the equipment if I canceled the services. I sent Vivint a cancellation notice on July 12,2022 and they didnt contact me until September 9,2022. This is the day that it was explained to me that I was in a 60 month contract for services. I immediately asked to speak with a supervisor because I was not aware of any 60 month contract only my responsibility of the equipment. I got no results with the supervisor they only where trying to get me to continue the service. The supervisor was offering me all types of deals and discounts when I just simply wanted to cancel. My account number is *******. This was a complete fraudulent act due to the lack of information by the sales representative. Im stuck paying for equipment that I cant use with any other service provider because I was given misleading information.Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18528481
Complainant: Altwanet Owen
Vivint Account #: *******
Date of Agreement: February 12, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ***************** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ************ via email and phone to resolve her concerns.
Vivints records show that ************ signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $741.98 that was financed through Fortiva, plus applicable taxes, during that term.
************ may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/05/2022
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.
December 5, 2022 I called vivint to let them know that I haven't received my bill for November 2022 they try to say I owe $60 and some change so I ask why do I owe that much money they say for the late fee for September and November I let them know I had to call and complain in October for the same reason because I'm not receiving my bill through the mail but they still trying to hit us with a late fee and the also went up on the bill without contacting me to inform me about fee changes. I finally got with a so called supervisor to correct the problem so I thought the bill now was supposed to be $30 a month and that everything was correct now and I would receive my bill like I used to get them every month so I paid what vivint agent said I owed them here come November rolling by and now they do again I wonder how much they done this to my mother before so I asked them to just cancel her service then they want to say she's under contract with until **** so if that is true how can they do what they want as far as how much they charge month to monthBusiness Response
Date: 12/09/2022
December 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18525768
Complainant: ***************;
Vivint Account #: *******
Date of Agreement: March 20, 2015
Date of Addendum: October 10, 2022
To Whom It May ***************** have reviewed the information provided by Mr. *************** and appreciate the opportunity to respond.
Vivints record indicates that the account is under ***************************** and cannot be cancelled without a notice of cancellation from **************. Or a document from Mr. *************** indicating that he has the legal right to cancel Ms. ****** account.
************** or ************** may contact ********************************** / ************) the requested document in order to cancel the 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 LegalCustomer Answer
Date: 12/11/2022
Complaint: 18525768
I am rejecting this response because: I let them know more than one time that my mother is suffering with dementia and also letting them know i have power of attorney. There is always something with there services whether it her not receiving billing statements or when she does they are hitting her with late fees. There other times where she's had issues with the service where she asked them to send out a technician they refused. Now when I finally tell them to cancel service first they lie and say they have a contract with my mother whose been with them ten years plus now there trying to get over on her again and say she's under contract for two more years and my mother's had dementia since 2020 so they are lying I've been paying her bills since 2019
Sincerely,
***************Business Response
Date: 12/16/2022
December 16, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18525768
Complainant:***************
Vivint Account #: *******
Date of Agreement: March 20, 2015
Date of Addendum: October 10, 2022
To Whom It May ***************** have reviewed the additional information provided by Mr. *************** 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 LegalInitial Complaint
Date:12/05/2022
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.
December 3, 2022
Complaint about Vivint, Inc. ****
And, **** * *** * Provo, Utah 84604
By ***** ******
assisted by her daughter, ****** *********
*** ***** ****** Augusta, Ga. 30904 ***** *** ****
Dear Better Business Bureau,
To summarize:
My 87 year old mother, had a security system agreement with Vivint. After continued issues with the service, including them sending her parts and telling her to fix it herself, as well as sending her parts to replace on her “outdated” system that they installed, it was decided to switch services. After all, we could not get a technician to come to the house and the system was useless. In May, 2021, I phoned and asked them to cancel services to which they agreed.
By June 10, 2021 they had not done as asked so I called again. I was informed that ***** ****** had signed a contract with them. I asked to see a copy of said contract, they then backed down and said the contract was verbal and on the phone. They volunteered to call us back with the recording. There was no return call. I called again and was assured that the service was canceled.
In early 2022 we begin receiving bills with charges being added every month. I called again and was told to wait for a code to be sent to us in the mail to confirm our identity. Nothing arrived. Bills kept coming and mounting. I called again, and after being transferred multiple times, the call was dropped. This happened repeatedly. I can not reach anyone able to help.
Resolution desired: Because there is no current contract with ***** ******, we desire for Vivant to stop billing ***** ****** for a system long out of use. The current bill is for $268.05 and is from Vivint collection service.
Thank you,
***** ******
****** *********, daughter
*** *** ****Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
******
Vivint Account #:
*******
Date of
Agreement: 8/8/2008
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 previously requested cancellation
of her account, however, the account is now in collections. Ms. ****** requests
the account be cancelled.
Vivint’s
records show that Ms. ****** previously extended the term of her Agreement, as
such, her account was not eligible for cancellation. Ms. ******’s account was
sent to collections due to non-payment.
Despite
this information, Vivint has agreed to close Ms. ******’s account without
penalty. Ms. ****** has no further obligation to Vivint.
If you have further questions or concerns
regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/12/2022
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:12/05/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have repeatedly called Vivent to cancel the security system monitoring after fulfilling over 5 years of the service contract. I called back in June 2022 to cancel, complied with the requirements to cancel & then continued to get charged. I called again in October & re-sent required information AGAIN. We continued to get charged. I called in November & the person I talked to said it shows it is canceled but has to go to a committee. Were still getting no response as far as the account being canceled. *** never heard of a business that had to have a committee to decide whether theyre going to approve your valid cancellation. We had extensive mold ********************* replaced so none of the monitoring equipment is functioning. The security coverage was real sketchy with our internet in the rural area we live in. We dont use the system & cant!! I told them all this when they asked why I was discontinuing service. After I requested to cancel in June, ****** quit the automatic drafts for over $80/ month but then has randomly sent bills in the form of a postcard until the bill I received today. It was a letter threatening to send us to collections.I have excellent credit & have worked hard to get it that way. Paying my/our bills is important to me. This company is impossible to deal with!I cant get anywhere with this company & need your help, please!Thank you,*******************Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18515993
Complainant: ***************;
Vivint Account #: *******
Date of Agreement: June 18, 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 to cancellation of the account backdated to June 25, 2022 and to provide a refund of any payments made from that date forward. **************** 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:12/04/2022
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.
Vivint came to my home April 23rd 2022 via a door to door salesman. We agreed to purchase cameras, doorbell camera, and a basic security system. They installed the basic items indoors that night but they didn't have the cameras or doorbell. They then made an installation appointment on June 3rd to finish the install. Vivint never showed up, they never called to say they wouldn't make it, they never said sorry or gave me a new date for installation. My first call to the customer loyalty line was June 22nd. After 2 months with no contact from them and no new install date I was not happy with this level of service. There contract only indicates a 3 day period to cancel the agreement. This is a low amount of time considering I never got a large portion of my agreed upon equipment. I requested a call back from a manager and never received that call back. At this time I had already been paying for months of service and not getting what was agreed to. At this point they are in breach of contract because they have been charging me for video monitoring since day one and they have not provided my camera equipment. I placed a follow up call on June 30th to request to talk with a manager again. There was not a manager available so they stated that one would call me. That never happened. I followed up again on July 8th via email this time since a manager never called me. Through a series of phone calls and talking with customer loyalty line I came to understand that the Vivint technician mistakenly put into the system that cameras had been installed.....which they hadn't. Vivint was able to confirm on the phone that no video monitoring was happening because cameras were never installed. They are telling me that it will cost me $1,700 to cancel the contract. I am not willing to pay that amount for cancelling due to all the issues I've had and them being in non-perfitmance of the contract. I need your help to review there abusive practices with their contract.Business Response
Date: 12/09/2022
December 9, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: April 23, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ***** to resolve his concerns. Vivint’s record indicates that this issue is being resolved to Mr. *****’s satisfaction. Mr. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/12/2022
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:12/04/2022
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.
Salesmen for Vivint came to my door and we ended up buying, we were going to buy equipment outright but ended up financing since they told us about it. Our first payment was supposed to $300 (August) the first time for installation & $80 every month after. My card was charged for $1,300. Gave me the run around for 3 weeks about a refund, said they had no installment plan on file and many more excuses. Finally on FACEBOOK I get ahold of someone. Earlier before, I spoke to someone on the phone they said that I could remove my card so that it couldn’t be automatically charged again. (I was scared of my money being taken again) it was the day before rent was due when they did that and I was completely stressed out. I didn’t receive a refund until 3 weeks later and getting the run around CONSTANTLY. Someone would tell me they fixed it and I’d have a refund witching 3 days, nothing. I’d call and someone else would say there was nothing pending or on file. Just constant BS. When I finally got my refund 3 weeks later they said I’d have to wait for up to 2 weeks to receive it in the mail because I had no card on file. I said it’s good because I did NOT want them taking money and leaving me in a stressful situation like that again. Now fast forward to December 1st they took $2000 from me ON RENT DAY and the holidays, I call and explain my entire story how this has happened before and they HANG UP ON ME! I called my bank filed fraud charges dispute and got in contact on fb AGAIN for them to say they opened a case, then all of the sudden NONE of the equipment works, they turned it all off. Which I don’t care I just want my money back so I can pay my rent and take care of my business. I reach out today again the 4th for them to tell me it has gone to collections and I’ll have to talk with them? I just need my money back so I can pay my bills, this has caused a lot of emotional damage and unnecessary stress. I don’t understand how you can charge my card when it was REMOVED.Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ********
Vivint Account #: *******
Date of Agreement: July 22, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ******** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact Ms. ******** via email and phone to resolve her concerns.
Vivint is willing to review and assist Ms. ******** with her refund request. Ms. ******** may contact (tari.d**@vivint.com / ###-###-####) 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:12/03/2022
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.
1. At the time of entering into my contract with Vivint, they present you with options that force you into taking out a loan on their equipment. The quote for my equipment was over 2K which I was prepared to pay for in cash. If you pay for your equipment and don't finance they charge you a higher monthly monitoring fee and it's cheaper to finance.2. I needed to move to a different house and initially wanted to move my equipment. Vivint was happy to forgive the loan on my equipment, terminate my old contract and have me enter into a new contract with new financed equipment so I scheduled a move.3. I got keys to my new house and found out that it was built with Fluent equipment installed, so I didn't need to have Vivint equipment installed. I called to cancel my install and they responded by cancelling my move and REINSTATING my previously forgiven equipment loan and contract.Vivint would be willing to forgive my old loan and contract if I did the following:a) Install the Vivint equipment at my new house and continue their service.b) Somehow forced the new owners of my old house to continue with their service.I refused to pay the cancellation fee stating all the information above and I finally got them to agree let me out of my contract once I paid off the equipment and they would waive the cancellation fee (or so I thought). 4. I emailed my cancellation request as requested and got an auto-reply stating that they offer month-to-month plans (would have been nice to know that before and it shows that they can treat my situation that way).5. A few days pass and I get an email stating that they won't be cancelling my service so now I'm paying for security on a house that I no longer own (thanks a lot Vivint...thanks a lot).I would like to have my cancellation fee waived and refunded for services billed post my cancellation request.Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18520622
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: April 2, 2020
To Whom It May ***************** have reviewed the information provided by ************************** and appreciate the opportunity to respond.
In his complaint, ************************** states that when he moved Vivint cancelled his old loan to have him enter into a new loan with new equipment at his new home. He states that after moving he found that his new home already had a system installed with a different company. ************************** states that he contacted Vivint to cancel and Vivint cancelled the move and reinstated his previously forgiven equipment loan and contract. ************************** states that Vivint agreed to let him out of the contract if he paid off his equipment. He states that he has sent the requested Notice of Cancellation and his request has been denied. ************************** desires a billing adjustment.
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 backdated to September 19, 2022, and to provide a refund from that date forward.
Vivints records indicate that ************************** signed a Purchase and Services Agreement (Agreement) on April 2, 2022. Records show that ************************** contact Vivint on September 1, 2022 about moving the system and service and an appointment to install the system at his new home was scheduled. Vivint records also indicate that September 19, 2022 ************************** contact Vivint to request cancellation of the account after deciding to not move the service. Records dhow that with canceling his move installation that cancelled the new agreement which therefore placed his old agreement back in place.
With the above information Vivint agrees to cancellation of the account and a refund. ************************** 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:12/03/2022
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 chose to go back to Vivint in July because I previously had a great experience with them about 4 years ago. The representative came and we talked about some things. I now find out that he lied to me about the smoke/CO detector. He told me it can tell the difference between black and white smoke. Later I'm told the same by a few employees, and I'm also told that it does not by a few employees. I honestly don't know what the truth is. The "supervisor" I spoke to said it must be defective so he'd send someone out to swap it. All they did was move it. I've had 4 or 5 false alarms since July. These false alarms are basically telling vivint that there's a fire in my home. It scares the kids. They're sending me a new one and making me send the old one back instead of doing the right thing and doing the job themselves. They came out to "move" it, so why can't they come out to switch it? Another question I asked before I bought Vivint is that if I would be charged to have my door sensors switched out in a few months because we knew we we're getting new doors soon. He said no, just call and they'll take care of it no charge. Today I found out that was a lie. I have yet to hear from a supervisor from when I called the other day. **************** is terrible, and I still don't know what the truth is about the smoke detector because I've heard multiple different answers. Half of the time the alarm goes off when nothing is happening in the house, no showers, no cooking. I have issues with that representative because he never got back with me either when I was trying to get a hold of him about the Smoke/CO detector. I have issues with the company because I don't know what to believe and how they can allow representatives to lie. I feel like its a breach of contract and if I decide to cancel then I shouldn't be charged any fees nor should I have to pay the loan for the security panel. I want to speak to someone higher up.Business Response
Date: 12/12/2022
Tell us why here...
12/12/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18520024
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 7/22/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he is having trouble with his **/smoke detector and is not getting a clear answer as to whether Vivints ** smoke detector can tell the difference between white and black smoke. **************** further explains that he was told he would not be charged for the installation appointment of the door locks.
Vivints **/smoke detector device cant tell the difference between white and black smoke. The device sounds the same alarm for both carbon monoxide and smoke.
Additionally,Vivints records indicate that **************** was not charged for the installation of the door locks. A representative from Vivint has contacted **************** via email in case he would like to schedule a technician to service his smoke detector.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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