Business Profile

Security Systems

Vivint Smart Home

Headquarters

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

8,041 total complaints in the last 3 years.
2,803 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:11/11/2022
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 been attempting to cancel my Vivint account since August 2022. I have paid off my equipment and my original contract was in January of 2017 which has ended and vivint will not cancel my account. Two people over the phone told me my account was cancelled (*****, ?) then one gentleman by the name of "***" stated that I had to pay them $1,500 to end my account. I told them I was going to contact BBB by the name of ******* called me back and stated that they would work with me to continue my service. I don't know what kind of company this is but I am absolutley disgusted I have paid for this service this long.
Business Response
Date: 11/18/2022
November 18, 2022

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

RE: Consumer Complaint Case #: 18392889
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: January 12, 2017

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

At this time, Vivint agrees to cancel Ms. ********* Agreement and has waived her past due balance of $160.84.

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 $46.85, and total equipment fee of $428.99, plus applicable taxes, during that term.

Vivint agrees to the above resolution and ******************** 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
Initial Complaint
Date:11/11/2022
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.
This is beyond ridiculous. Ive call VIVINT several times and my account still is not correct. The same day I started service, I called back two days later wanting to cancel because of how unprofessional the customer service specialist were. I initially started out with more equipment and when the tech came out they did not have the indoor camera to install so I informed him to not worry about the indoor camera at all I do not want it anymore. I also had a indoor sensor so whenever someone walked by it would be extremely loud and make noise so I had the tech come back out to uninstall and returned the equipment. So I Never received an indoor camera and I do not have glass breaks or the sensor and I only received a credit for $216 dollars. This is fraud, VIVINT customer service experience for me has been beyond horrible. By far the worst for me, my first time ever using a camera system and I totally regret this through VIVINT. Today is 11/11/2022 Im still fighting to get my account corrected. VIVINT is reporting incorrect charges to Fortiva and using additional lines of credit for equipment I DO NOT HAVE AND NO ONE SEEMS TO KNOW HOW TO FIX IT AT ALL. This is so frustrating. I should only have around $1,150 or so maybe less in charged with VIVINT that needs to reflect with FORTIVA, but instead its showing $1,799. Huge difference and months later of course Im extremely upset & exhausted because this shouldnt be happening. My account needs to get corrected with FORTIVA immediately. Its that simple, its not like anyone is doing me a favor, this is their job.
Business Response
Date: 11/16/2022
November 16, 2022

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

RE: Consumer Complaint Case #: 18392010
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: August 11, 2021

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

In her complaint, **************** states that she called within 2 days of the installation requesting cancellation due to the unprofessional experience she experience. She states that upon installation the technician did not have the indoor camera, so she informed him that she did not want it any longer. **************** states that the technician came back to uninstall a sensor and that too was returned. She states she does not have the indoor camera, no glass breaks or a sensor that they were returned and she only received a credit for $216. **************** desires a billing adjustment.

A Vivint representative has spoken with **************** in efforts to resolve this matter. Vivint offers to reinstate that account and to waive the reinstatement fees. If **************** desires cancellation of the account Vivint offers to waive the remaining monitoring contract and its associated fees. This will leave **************** responsible for the remaining fees of the equipment line of credit. **************** declined Vivints offers.

Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on August 11, 2021. Records indicate that August 11, 2021 a charge of $324.86 was reversed on the Vivint billing account removing the equipment charges remaining on the Vivint billing account for three(3) glass break sensors. October 11, 2021 $216.49 was refunded to the Fortiva line of credit for the indoor camera that was returned. October 11, 2021 $232.72 was reversed on the Vivint billing account to cover the charges for the returned indoor camera. Records also indicate that October 10, 2022 a $100 was applied to the Vivint billing account for the returned motion detector. October 6, 2022 a $100 was applied in additional compensation. Vivint records indicate that **************** has been compensated for the returned equipment. Compensation going to the Fortiva line of credit as well as the Vivint billing account.

With the information provided, Vivint offers the above listed resolutions. **************** 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:11/11/2022
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 had Vivint as my alarm company for five years. After a lot of money spent, and the first three years being very unsatifactory, I completed my contract and paid everything I owed in early September. Since then, they have been calling me incessantly. I have spoken to two people, the first saying he does not see where I paid off the contract and wanted to transfer me to their loyalty department. When they called today, I called them back. The rep said she saw where I paid them off. I asked her why are they still calling me. She again wanted to transfer me to their loyalty department. I just want them to stop calling me.
Business Response
Date: 11/16/2022
November 16, 2022

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

RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: July 24, 2021

To Whom It May Concern:

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

A Vivint representative has reached out to Ms. ***** in order to assist. Vivint’s representative is processing the cancellation of Ms. *****’s account. Ms. ***** has no further obligation to Vivint. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,

Vivint Legal

Customer Answer
Date: 11/21/2022

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:11/10/2022
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.
Yesterday, November 9, I received a bill for monthly monitoring services. The bill is for the period from 10/24/22 through 11/23/22. It shows a previous balance I called and spoke ***************** woman who stated that he balance is from August, 2022. I have statements from August, September and October showing payment was made on time in each of those months. I was first told they were late because they were paid AFTER the due date which came BEFORE I received the bill. I was told that they aren't responsible for when I receive the bill. The billing period covers 10/24/ 2022 til 11/23/ 2022, but the due date is 11/08/22. Anything after that incurs late fees; thus, the bill is past due when I receive it. This is not the first time this has happened. There is something unethical about this billing practice. I would appreciate your assistance. If this is not something you handle, please refer me to someone who does.I have bank statements that support my statements. I am unwilling to send them as they contain sensitive financial information unrelated to this issue.I spent more than an hour trying to resolve this matter only to be told that this issue would be referred to another department and someone would contact.me.I would like to be contacted by the company AND have all credit inaccuracies corrected AND billing adjustments.
Business Response
Date: 11/15/2022
November 15, 2022

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

RE: Consumer Complaint Case #: 18389981
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: April 24, 2021

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

In her complaint, ****************** states that her billing period for October is from October 24, 2022 to November 23, 2022. ****************** states that her due date was November 8, 2022. ****************** states she did not receive the bill in the mail until November 9, 2022. ****************** states that she has received late fees. ****************** desires contact by the business, a billing adjustment, and a correction to a credit report.

A Vivint representative has reached out to ****************** in order to assist. Vivints representative has applied a credit to waive the due balance on the account and cover two (2) months of monitoring as a courtesy. Ms. ********************* contact Vivints representative directly if she has any questions or concerns regarding this matter.

Vivints records show that ****************** signed a Purchase and Services Agreement on April 24, 2021. Vivints records show that ******************** billing invoice cycle date is the 24th of each month when the invoice is generated and mailed. Vivints records indicate that ******************** monthly bill is due 15 days after the invoice is generated and sent out. Vivints records indicate that ****************** contacted Vivint in October and November 2022 about her billing.

Vivints representative is willing to assist. Ms. ********************* 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:11/10/2022
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 called to move my equipment from my old home to my new home. I was mislead and I feel scammed into a new system as I was given misleading and incomplete information and now I am paying for 2 security systems but only have 1 system, where I could have just had my old equipment pulled like I asked when I called but ******* said no to leave it and they would give me all new equipment and give me discounts. I asked was that price my new total bill as in my loan and she and the second rep I spoke with both said yes. That was not true as it was added onto my loan.
Business Response
Date: 11/17/2022
November 17, 2022

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

RE: Consumer Complaint Case #: 18389816
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: November 10, 2022

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

A legal representative from Vivint has recently contacted ****************** to resolve her concerns. *********** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal

Customer Answer
Date: 11/17/2022

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,

******************
Customer Answer
Date: 12/06/2022
I had previously filed a BBB Complaint and a rep from Vivint reached out. Although she was professional, and understood that no one would agree to sign up for two loans after hearing the recordings, when the manager had went into my account for the new loan and discounted it they are not honoring the discounts and adding hundreds of dollars to my equipment bill. I am just seeking resolution to have the discounted monies honored I was told would be taken off on 11/10/22 by the manager I spoke with. As Vivint is aware all calls are recorded so they can be pulled up and it heard where he indicated the discounts.

Desired Outcome: Discount applied to bill as stated by manager
Business Response
Date: 12/09/2022
December 9, 2022

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

RE: Consumer Complaint Case #: 18389816
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: November 10, 2022

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

At this time, no further discount is warranted.

Vivints record indicates that ****************** was given one free month of service by the said manager who then promised further equipment discount as she had two active loans. However, a legal representative contacted ****************** and offered a cancellation on her second loan instead, which she accepted.

****************** further received discounted prices on her doorbell camera, smart door lock, thermostat, and free additional equipment after her initial installation.

Vivint stands by its previous resolution and no further discount is warranted at this time.

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: 12/09/2022

Complaint: 18389816

I am rejecting this response because:

When I originally called Vivint to move my equipment and was told to leave it there was not supposed to be two loans. On 11/10 the manager stated he would discount the equipment due to the issues I was experiencing bringing my total down to $1539.60. The further discounts that are indicated for the said equipment were the original discounts when I called on 10/10 to have the equipment moved but they (Vivint rep) stated they would have new equipment installed instead. There was no offer for one or the other as far as removal of the old loan, which was not supposed to have been there, or the equipment discount the manager added on 11/10. And the free month service is less than the equipment discount the manager added, over hundreds of dollars. I am just asking what discounts I was told would be applied.

Sincerely,

******************
Initial Complaint
Date:11/10/2022
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 used Vivint Alarm company for my business located at ************* for around 10 years. Once I sold the building I moved my business & closed my account with vivint around or near June 2020. After not receiving a email they said they required I called back to let them know the email was never recieved they assured me it handled it over the ********** account would be closed. 6 months later I recieve a low battery alert I called to ask why I was recieveing text alerts still they said someone didn't do thier job & the account would be closed. Close to a year later I recieved another low battery alert so I called back. Again I was assured the account would be closed. Only to learn that they still continued to charge my business account card monthly for around 18 months. I've talked to several supervisors who assured me that I would refunded within 5 business *********** would send a escalation to get me my refund. No refund called back. So again I was assured I would be refunded. Still no refund. So I call again today & was told I will not be refunded because the account wasn't completely canceled until 9/22 which was not my fault thier employees didn't do thier jobs back in 2020 & on the other over 50 times I've called *********** had to call over 50 times since that date. Notes are on my account to prove the 18 months of calls to resolve this ***************** my refund. Why did they comfirm my card number & tell me a refund amount of over $790 they confirmed the refund amount twice. So why have they been telling me I would get my refund if they wernt going to refund my money? I have been with this company over 10 years. With my home & 2 business accounts. So for them to keep withdrawing money from my account & not refunding me whay they took is illegal..
Business Response
Date: 11/16/2022
November 16, 2022

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

RE: Consumer Complaint Case #: 18389089
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: April 24, 2012

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

In her complaint, ******************** states that that she closed her account with Vivint around June of 2020. She states that she was assured her account would be closed. She states about 6 months later she received a low battery alert and called Vivint to ask why. ******************** states that she was told the account was still open and that it would be closed. She states about a year later this happened again and was again told the account would be closed. She states she has been told she would be refunded within 5 business days. ******************** states that she was told and it was confirmed that she would receive a refund of $790. ******************** desires a refund.

A Vivint representative has contacted ********************. Vivint has cancelled the account and has issues a refund of $34.47. Vivint has offered an additional refund of $250. ******************** decided to decline Vivints offer.

Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on April 24, 2012. Records indicate that the first recorded cancellation request for the Agreement was made on March 14, 2022. Records show an additional cancellation request on June 6, 2022. It was requested that ******************** send in a Notice of Cancellation. Records show Vivint did not receive that document until September 7, 2022. Vivint records indicate that the account was officially cancelled on September 7, 2022 and a refund of $34.47 was sent. Vivint requires the Notice of Cancellation to be on file before the account can be processed for cancellation.

With the information above. Vivint offers to provide an additional refund of $250 to backdate the cancellation to March of 2022 in a show of good faith. ******************** has no further obligation to Vivint 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 Legal

Customer Answer
Date: 11/16/2022

Complaint: 18389089

I am rejecting this response because:

Sincerely,

*********************************
Customer Answer
Date: 11/17/2022
Because they owe me almost $800 there is no way i am willing to accept only 1/3 of what they took from my account. They continued to take money from my account after someone who works for them didnt do thier job & didnt cancel my account like i was assured it was canceled back in 2020 & again in 2021. On 2 seperate occasions they admitted on the call it was thier mistake, they see all of the notes & the money should be refunded to me because they see on the notes from ALL of my calls where my account should have been canceled back in 2020. They even gave me a refund amount total TWICE & A DEPOSIT DATE TWICE.. Thats how i knew the refund amount total because they told me the total! Now all of the sudden according to thier legal team, those notes that were on my account that was read to me were on my account mysteriously are not there anymore. How convient. I'm a single mother I DO NOT have $800 to just be thrown away! I have been with vivient for close to 15 years. I have 3 accounts with them. & this is what they do to loyal customers? Rip them off? They can look to see that alarm had NO ACTIVITY since on or around June 2020. They admitted notes confirmed it should have been deactivated in 2020 thats why they gave me a refund total & a deposit date TWICE! Now legal can't find those notes? How convient! They stole it & i am emtitled to it back! They admitted they were wrong when they gave me a total refund amount & a refund deposit date.
Business Response
Date: 11/23/2022
November 23, 2022

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

RE: Consumer Complaint Case #: 18389089
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: April 24, 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 of $859. ******************** can expect the refund ***** to five (5) business days, the holiday can lengthen this process by a few days. ******************** 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: 11/29/2022

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.
They agreed to issue my full refund & I agreed to the resolution. Sad customers have to take it this route instead of them just admitting thier mistake in the beginning. I must iterate I've never had a problem with vivint until this.situation. I have been a customer for around 15 years.

Sincerely,

*********************************
Initial Complaint
Date:11/10/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
recieving daily spams from vivent or on there behalf and have now had over 20 minutes wssted by denise m. there script bot who knows nothing
i simply stated im getting spam and there [email protected] is coming back as reject by them.
seems they are just script bots there as nothing has been done except for denise repeats

dont see why its so difficult to get help on a simple matter
i did not sigh up for, request, ask or give my permission or ok to get there spam
Business Response
Date: 11/16/2022
November 16, 2022

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

RE:    Consumer Complaint
Case #: ********
           Complainant: *****
*****

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 receiving spam emails from Vivint.
Mr. ***** requests that he no longer be contacted.

Vivint
has removed Mr. *****’s email from Vivint’s marketing contact list. Vivint
apologizes for any inconvenience this has caused.

If you have further questions or concerns
regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
Department 160 – Legal.

Sincerely,

Vivint Legal

Customer Answer
Date: 11/16/2022

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,

***** *****

they need to provide a working method to report the spam ( there email on the site doesnt work) and get better people to assist and not be script bots
Initial Complaint
Date:11/10/2022
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 the year of 2020 my family sold our home to a new buyer, we already had vivint installed, multiple cameras under a contract. Except, per our homebuyers agreement we had to leave our vivint equipment at the house, the new buyers bought the home as is. We called vivint before leaving our old home notifying them we sold our house, a new family would be living there, and per buyers agreement the vivint equipment had to stay in the house. Vivint said they would cancel and defer our service since we would not be at the address and the equipment had to stay. Vivint said they would reactivate it when we moved into our new home. Fast forward to 2022 we are finally in our new home that was built and have found out vivint never stopped the automatic payments, we have been charged for a service and equipment for these last 2 years in which another family is using. Vivint also said the bill has been going to our old address. Vivint refused to cancel the service and make the family living there make their own account and own payments, vivint refuses to refund us. This is negligence and fraud on behalf of vivint, charging us for equipment and a service that another family is currently using. We do not live at our old address, the equipment is at our old home, how can a company charge us for equipment that is on the current owners home? Ontop of that Vivint said the monthly bill for 2 years has gone to our old address, that's my personal information and bill being allowed to be used by the new residents. We called 2020 before we moved and said we would not be living there to stop service, All of this is under my social including the bill going to our old home. Vivint has not only charged me for 2 years, but allowed the new residents to use this service under my name. Vivint then tried to blackmail me and refused to cancel the service unless I made a new contract and set up service at our current new home. This is illegal, instead we went with ADT.
Business Response
Date: 11/15/2022
November 15, 2022

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

RE: Consumer Complaint Case #: 18385521
Complainant: ******* ***
Vivint Account #: *******
Date of Agreement: September 14, 2019

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

In her complaint, Ms. *** states that she sold her home and the Vivint equipment inside to a new homeowner. Ms. *** states that she contacted Vivint about moving. Ms. *** states she continued to be charged. Ms. *** desires a billing adjustment.

A Vivint representative has reached out to Ms. *** in order to assist. Vivint agrees to cancel ************ account and financing with forgiveness. Ms. *** has no further obligation to Vivint. Vivints representative is willing to send a check to Ms. *** in the amount of $437.50. Ms. *** may contact Vivints representative directly if she has any questions or concerns regarding this matter.

Vivints records show that Ms. *** signed a Purchase and Services Agreement on September 14, 2019 with an initial term of sixty (60) months. Vivints records indicate that Ms. *** received equipment financing to pay for the equipment cost. Vivints records indicate that the new homeowner contacted Vivint in October 2020 about having moved into this home. Vivints records indicate that Ms. *** may have contacted Vivint in November 2020 and received a deferment for her monitoring while they moved to a new home. Vivints records indicate this deferment ended in August 2021. Vivints records indicate that Ms. *** did not set up an account at her new home. Vivints records indicate that Ms. *** did not pay off the equipment financing after selling the equipment.

Vivints representative is willing to assist. Ms. *** may contact Vivints representative directly to confirm the address and 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:11/10/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
A salesman came to my door wanting to sell me a security system. I had already been wanting cameras beside what I already had so I listened. He showed me on his laptop the beautiful picture that was coming through and I was like that looks great. I immediately told him I was not going to join anything that consisted of a contract and he told me it was a five year contract and he could see on my face I was going to ask him to leave and he said " just kidding". He said I could cancel right away, but that I would have to pay off the equipment first. He told me the price of the equipment was around $2300.00 and I was like "wow" but it was very clear and it would be installed. So I asked again, "no contract he said NO". Never once did he tell me "keep in mind Ms. ***** that if you cancel, the equipment will no longer work". Who in their right mind would buy something that will no longer work if you no longer subscribe. I was misled in a bad way. This all happened on July 16th. So I called them sometime in October to cancel and she told I had to pay a fee. I reached out to the rep and he said not true i only needed to pay off equipment so i told the girl on the phone this and after being on hold for awhile she said yes ok and that i would have to write a letter. So i really didnt want to pay the $2200.00 off but that was the deal and I didnt want to pay the other $62.00 a month for the system i was having issues with. Door lock they put on only lasted two months and i had to replace the batteries. The previous lock i had on for over 3 years and not once did i replace the battery. Not sure if the one i had on was 9V compared to the one they put on was AA. Could not rewind none of the cameras and had to have a rep come out and fix. Their door camera was not catching all the activity that my ring was catching. So finally on Oct 26th i had paid it off and cancelled and sent them the letter via email. Soon after my sensors on my windows were
Business Response
Date: 11/16/2022
November 16, 2022

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

RE:    Consumer Complaint
Case #: ********
           Complainant: *****
*****
           Vivint Account #:
*******
           Date of
Agreement: 7/16/2022

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 recently paid off her equipment and
cancelled her account. Ms. ***** now can not use her equipment and would like a
refund.

At
this time, Vivint is willing to refund Ms. ***** what she paid for the
equipment upon receipt of the equipment. A representative from Vivint has
contacted Ms. ***** via email to schedule a system removal.

However,
it should be noted that in section 17 of Ms. *****’s System Purchase and Services
Agreement (“Agreement”), it states:

Subject
to the terms and conditions of this Agreement, we hereby grant you a
non-exclusive, revocable, non-transferable license, without any right to
sub-license, to use the Software during the applicable term, solely for your
use of the System.

Despite
the information mentioned, Vivint agrees to the resolution above.

If you have further questions or concerns
regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
Department 160 – Legal.

Sincerely,

Vivint Legal
Customer Answer
Date: 11/17/2022

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 although I do not understand the License part. If they refund and remove their equipment all is good. They must also in term put back all the equipment they removed. I also have not received an email regarding when they can do this.

Sincerely,

***** *****
Customer Answer
Date: 11/22/2022
Hi I am still waiting for someone from Vivint to contact or email me regarding the removal and refund of the equipment. How do I know if this is going to happen or not. Do i need to make a new complaint.

Thank you,
*********************
Business Response
Date: 11/29/2022
November 29, 2022

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

RE:    Consumer Complaint Case #: 18385258
           Complainant: *********************
           Vivint Account #:*******
           Date of Agreement: 7/16/2022

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

A representative has attempted to contact ************** via phone to schedule an appointment. ************** may also respond to the email that was sent by ************************************ on November 16th.

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: 11/29/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and assuming they must be emailing and calling someone else. I have not received any voice messages on my phone stating that they are trying to contact me or any emails from anyone who is with Vivint Called Vivint @4:10 pm on 11/29/2022 and spoke to Mia. He put me on hold and not sure of the outcome because need to submit before 30 minutes. I will contact BBB if he is unable to schedule me an appointment

Sincerely,

*********************
Customer Answer
Date: 01/04/2023
So I already made a complaint in November and they agreed to pick up their equipment and refund me back. So they removed my door bell, door lock and ADT monitoring screen and put theirs on. So when they came and picked up all there cameras and equipment, put mine back on, now my equipment no longer works(door bell, door lock and ADT monitoring ********************) My complaint # was ******** and I emailed over a week ago to the old email but I have not heard anything back. They picked up their equipment on December 17th and I have tried calling and emailing them several times to ask when I will be getting my refund and have had no luck.
Business Response
Date: 01/09/2023
Tell us why here...January 9, 2023

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

RE:    Consumer Complaint Case #: 18385258
           Complainant: *********************
           Vivint Account #:*******
           Date of Agreement: 7/16/2022

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

************* explains that her original equipment is not working properly. ************** further explains that she has not received her refund from Citizens.

Vivint has followed up with Citizens to ensure ************** receives her refund. Please allow up to 30 days for Citizens to process the refund. Additionally, it should be noted that Vivint is not responsible for installing previous equipment in working condition.

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: 01/09/2023

Complaint: 18385258

I am rejecting this response because: The equipment was in working condition before it was removed by the technician. The tech put my working equipment in the boxes of Vivints equipment once he installed and they have been in that box since. The ********* was able to put back your Vivint equipment in their original container since that is where my working equipment was placed. Why would Vivint not be responsible for their techs not being able to reinstall equipment they remove??

Sincerely,

*********************
Customer Answer
Date: 03/23/2023
I filed back in November or December with BBB and came to an agreement. Company came and picked up their $2300.00 equipment and I have not yet received a refund. Was suppose to be refunded by the end of January and now it is the end of March and still nothing from Vivint and no $2300.00 equipment. Have contacted ************* a few times and they do not know what'd going on that I need to speak to Vivint. Every time I call Vivint they redirect me to Citizens.
Business Response
Date: 03/29/2023
March 29, 2023

Better Business Bureau of ****
**** W ******************************************************

RE:    Consumer Complaint Case #: 18385258
           Complainant: *********************
           Vivint Account #:*******
           Date of Agreement: 7/16/2022

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

Vivint has issued a refund of $248.99 which will be received within **** business days. Additionally, Vivint has advised Citizens to refund any payments made.

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

Sincerely,

Vivint Legal
Customer Answer
Date: 03/29/2023

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. Hopefully they are not lying again and I will not have to contact you guys again.

Sincerely,

*********************
Initial Complaint
Date:11/10/2022
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.
Vivint home security set my service up in my home a couple of years ago. The app recently stopped working that controls the smart features,AC , thermostat etc . I called to get help and straighten out the problem but was told I needed an additional app. Apparently the technician that set me up didn't set that app up on my phone he only set up the Vivint app and so I have no info on the smart home app. The help line had me try various fixes and transfered me from one department to the next all with the same conclusion. I need the log in info that I was originally set up on . I am currently not able to use my equipment and to make matters worse the app they had me down load is making my AC shut off all the time. I'm locked into a contract for 5 years however my equipment is paid for. I only want to have them fix it which I'm told they won't or be free to go elsewhere without having to pay the remainder of the service fees since I'm unable to control my equipment now.
Business Response
Date: 11/16/2022
November 16, 2022

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

RE: Consumer Complaint Case #: 18384965
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: April 17, 2019

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 send a technician free of charge to resolve the thermostat and app related issues. **************** 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 Legal

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