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
- 8,038 total complaints in the last 3 years.
- 2,796 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:11/06/2022
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.
Poor communication with customer service. November 5th, we could not disengage the alarm, so we called Vivint, on the phone for 40 minutes with no resolution. It was clear she was reading from a script and would not deviate to fix our core problem. We asked for a supervisor, told they were all in a meeting; on a Saturday morning? What a lie. We asked for a technician, none was available for 4 days. We were trapped in our house and could not get out. We had called about six weeks earlier because the system was not performing properly and all they wanted to do was sell us more sensors. We replaced all the batteries. Then the window alarms kept going off at 2 am; we called again, we were forced to buy two new sensors and again no technician which we asked for again. Funny about the new sensors, we never put them in and the alarms no longer went off, I think they were creating the issue to sell equipment.We ended up cutting the wires to the panel box (even though we are not electricians); because she wanted us to unplug the unit which is difficult to do since it was hard wired; I kept telling her we did not have a "Plug" she did not care. Otherwise, we would have been trapped in our house for the new FOUR days. So I want to cancel, but their chat BOT can't do that particular issue; tried to disengage the credit card so that they will stop taking money for a service they clearly do not provide, cannot do. I will contact my legal on Monday to start the process of getting off this system; it will no longer work without the expensive recourse of an electrician to rewire the core box. I believe the panel has been our issue for a couple of months, but again they will not send you a technician. DO NOT BUY them, I am disgusted that they are considered a highly rated security system due to clarity of cameras but customer service takes you down all the time. I would hate to see who has poor performance.
Business Response
Date: 11/09/2022
November 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18364986
Complainant: *************************
Vivint Account #: *******
Date of Agreement: October 15, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide cancellation of the Vivint account. ****************** 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 LegalCustomer Answer
Date: 11/09/2022
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:11/04/2022
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.
Turned me over to debt collector with no promises debt signed. Never billed me the correct amount. Refuse to help after contacting companyBusiness Response
Date: 11/14/2022
November 11, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18361988
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 10/22/2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that his account is mistakenly in collections.
To assist **************, Vivint has closed his account with collections and reactivated his account. Vivint is in the process of sending loan paperwork for ************** to sign and return.
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:11/04/2022
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.
I purchased Vivint on Saturday October 29th. I supposedly got a whole home system, however they did not tell me they were charging me an extra **** dollars in addition to the extra equipment I added. I spent hours on the phone with them once I found this out, to finally downgrade my package apparently to the ****** base package. Still unhappy because I found this entire experience to be dishonest and terrible customer service, I called to cancel and they told me they would not cancel anything at all, that I was held hostage by their stupid contract. I just want them to cancel and get the equipment and not be held to have to pay off the equipment.Business Response
Date: 11/09/2022
November 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18359133
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: October 29, 2022
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Mr. ********** Agreement and Citizens loan if the equipment is returned.
Vivints records show that ********************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $41.93, and total equipment fee of $4,000.67 that was financed through Citizens, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ********************** may contact ********************************** / ************) to schedule a system pull appointment to remove Vivints equipment from his home. Following the retrieval of equipment, Vivint will refund all payments made, cancel his Agreement and credit the balance owed on equipment loan to Citizens.
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: 11/09/2022
Complaint: 18359133
I am rejecting this response because:I worked out my problem with the billing issue and I no longer need to cancel.
Sincerely,
*****************************Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18359133
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: October 29, 2022
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ********************** to resolve his concerns. ********************** confirmed that his issues have been resolved and he no longer wishes to cancel his account. ********************** may contact Vivints representative directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/03/2022
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.
We have tried for approximately six months to cancel this security service, we paid our contract of five years yet they still will not cancel our service and continue to Bill us . We have talked on the phone we have done what they said to cancel the service by written request . They still will not cancel our service I have repeatedly told them I am not paying them anymore what can be done ?Business Response
Date: 11/09/2022
November 9, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18356673
Complainant: *** and *************************
Vivint Account #: *******
Date of Agreement: April 17, 2017
To Whom It May ***************** have reviewed the information provided by Mr. and *************** and appreciate the opportunity to respond.
In their complaint, the Garzas state that they tried cancelling their account for six (6) months. The Garzas state they continued to receive bills. The Garzas desire a billing adjustment.
A Vivint representative has reached out to the Garzas in order to assist. Vivints representative is removing the Garzas account from collections and cancelling it without penalties. The Garzas may 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 17, 2017 with an initial term of sixty (60) months. Vivints records indicate that ************** contacted Vivint in June 2022 about his account stating that he wrote a request on his check that he pay a lower bill and that no one contacted him and requested cancellation. Vivints records indicate that the Garzas ceased payments in July 2022, but a written notice of cancellation was not received until September 1, 2022.
Vivint agrees to the above resolution. The Garzas may contact Vivints representative directly if they have 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:11/03/2022
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 moved location of business from one side of the interstate to the other ask them to remove equipment to reinstall on new building once it was completed. I called back to get it reinstalled and got upsold two times by multiple different people. when the first technicians came to install he said that wasn't what we needed and changed again. When the second tech came to install some time later he said it was still more than what we needed. we only have one internet provider in small town USA and our internet would not handle what they sold me. I showed him the old equipment and asked why we could use it he said that it was the same thing he was going to install. I called the next day to rectify the situation and it got worse so I told them to come remove the equipment and cancel the account. They said I could do that but I had to pay off old equipment before they could because there was *************************************************** to finance people and i paid off old equipment right then and there. next step was to cancel old contract and schedule appointment to remove new equipment. I have spent multiple hours on the phone trying to get this done and have gotten no where. And I am getting phone calls everyday for no reason. I do not know what to do from this point I have done everything they told me I need to do except pay $700 to end contract early but only one of the 20 people i have talked to said that. I want this to end and be over and cannot figure out how to get it done any help would be appreciated.Business Response
Date: 11/09/2022
November 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18355481
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: November 29, 2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that he moved his business and needed the equipment moved. When he called to get the system installed, he states that he was upsold twice. He states when the first technician came, he stated it wasnt what was needed and had to change the appointment. When the 2nd technician came, he was told he had more than what was needed. He states that he was told his internet could not handle what was sold to him. He states he called Vivint to resolve the situation which only got worse, so he requested cancellation. He states he was told he must pay off the old equipment first. Which he states he did. ************** states he was then told he must cancel the old contract and have the new equipment removed. He states that he has now been told he must pay $700 to end the contract. ************** desires the job to be finished.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers to cancel the Agreement and have the equipment removed without penalty to ***************
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on November 29, 2018. Records indicate that ************** had new equipment installed on October 26, 2022. Records show that ************** requested cancellation on October 27, 2022 and decided not to go with the new equipment. Records indicate that an appointment has been set for November 15, 2022 to have the equipment removed. Upon removal of the equipment the account and equipment loan will be cancelled.
With the listed information above Vivint agrees to the cancellation of the account and equipment loan. ************** 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 LegalCustomer Answer
Date: 11/10/2022
Complaint: 18355481
I am rejecting this response because: I will not accept until equipment is removed and vivant no longer calls my phone
Sincerely,
*********************Initial Complaint
Date:11/03/2022
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 had an alarm system installed 2016 and have had numerous issues with billing and service. I called in 2021 and tried to get service fixed only to be hung up on. In 3/17/22 I spoke with Vivint and requested cancellation and was told I had 6 more month on my account and would need to make written request. I was confused because my sister who lives next door purchased the day service on the same day and canceled hers in 2021 with no issues. I sent the letter certified and 6months has went by and they are still deducting $. I called yesterday and they now say my contract goes until 7/2/23. I sent another request to cancel by certified letter yesterday and email. I also requested copies of said contract with the dates they are saying as I have not entered into any new contract since the original in 2016. Instead of canceling they have tried to barter with me on the phone for the amount they deduct. I requested a supervisor and was hung up on.Business Response
Date: 11/09/2022
November 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18354699
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 9, 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 cancel the account and waive the remaining associated fees with the Vivint Purchase and Services Agreement. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/03/2022
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.
After spending thousands of dollars on the Vivint equipment and finishing my contract, I cancelled the Vivint monitoring. What you don't realize is they cut off your ability to monitor your house yourself with the app. You can't access your cameras or anything remotely. The only thing you can do is look at your panel at the house. HORRIBLE COMPANY!Business Response
Date: 11/08/2022
Tell us why here...November 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18353148
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 16, 2018
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint recently contacted **************** to resolve his concerns. **************** expressed that he would like no further contact from Vivint. **************** may contact Vivints representative directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/09/2022
Complaint: 18353148
I am rejecting this response because: I called back and spoke with the representative and they said there was nothing they were willing to do for me.
Sincerely,
***********************Initial Complaint
Date:11/03/2022
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 have had vivint smart home for a couple of years now. On september 9th they sent out a sales rep to my neighborhood. He offered upgrades.The terms of me accepting these upgrades was that the initial loan I have on the equipment would be paid off in full by vivint. They gave me a new loan. A month down the line I was contacted by the company that had the initial loan ************** for payment. Needless to say Vivint did not pay off the loan like they said they would. Now I am being charged 2 payments for the same equipment coupled with the payment for monitoring that is charged by vivint. We have been in contact with vivint since October 25th to try and resolve the issue. Upon our intial call they said they needed to get in touch with tier sales representative in order to verify that " paying off the initial loan" is what was offered to me. They said they give their sales representatives 72 hours to respond. It has been more than 7 days and they are yet to get hold of their sales rep or his manager. No one at the call centers seem to know what to do from there.We have asked to speak to managers or supervisors, they say hold on and we wait on the line for a hour and no one comes back to the line. We asked for someone from vivint headquarters, no luck on that either. Vivint has a habit of making promises they do not fulfill. When I initially took their service, there was a ******** amount of $200. I referred a couple friends, I am yet to get the checks they've been telling us they sent out for years now. Vivint cannot be trusted and I no longer require their service. I need for them to pay off all loans they have taken out in my name and come get their equipment out of my house. I do not need service from a company that cannot be trusted. Loan amount for citizen bank is over 2k and that of fortiva is $1546 as stated by their sales **** *********************** *************).Business Response
Date: 11/10/2022
November 10, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18352822
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 1/25/2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he recently upgraded his system. *************** further explains that the sales representative promised to forgive his initial loan, however, he now has two active loans. **************** requests cancellation of both loans and his account.
At this time, Vivint is either willing to forgive his initial loan or cancel his account, forgive both loans and remove the cameras. A representative has contacted **************** via email to discuss his options.
However,it should be noted that Vivint does not have record of the sales representatives offer to forgive his initial loan. Despite this information, Vivint agrees to the resolution above.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/15/2022
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. i.e Cancel(forgive both loans) and my service contract with them. They did reach out through email with the same information you provided. However, upon calling them and emailing to follow up and to confirm that the issue is being resolved, I am unable to reach the representative that emailed.
Sincerely,
***************************Customer Answer
Date: 11/23/2022
This complaint is in reference to complaint #********. After BBB contacted Vivint they did reach out via email offering to forgive both loans along with canceling the service. However, after responding via email to a "*****************" from Vivint saying 'yes,' for her to proceed with forgiving both loans and canceling the service, we are yet to receive a response from her. I have tried on several occasions to contact her via the phone number she provided. It always goes straight to voicemail. My wife has left numerous voicemails for her to contact us along with emails and no response to this day. My wife called Vivint customer service on November 21st, and according to the customer service representative, both loans are still active along with the service. Therefore, Vivint is yet to resolve this issue or even attempt to.Business Response
Date: 11/30/2022
November 30, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18352822
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 1/25/2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A representative from Vivint has contacted **************** via email to schedule a system removal appointment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/25/2023
Good afternoon,This is a follow-up email in regard to complaint ID: ********.After months of attempting to resolve this issue with Vivent and their rep ****************** we the Frater household have upheld our side of the agreement which was to allow vivent techs to remove any and all equipment contracted by ******, however, Ms. ****** and the Vivent team has yet to uphold their end of the agreement which is to pay off the outstanding balance to Fortiva and Citizens.My spouse **************************************** and I *************************** have left countless messages for Ms. ****** and have not received a reply since we confirmed the date for her tech to remove equipment from our home.My credit is very important to my business and my livelihood as I am in the business of purchasing, and refinancing properties. This negative account is and continues to impact my credit score which I have attempted to explain.Any assistance in getting this issue resolved would be greatly appreciated.***************************************Business Response
Date: 02/01/2023
Tell us why here...February 1, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18352822
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 1/25/2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
On January 23, 2023, ************* was requested to forgive the equipment loan backdated to December 1, 2022.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/01/2023
Complaint: 18352822
I am rejecting this response because: I am still being contacted by Citizen, please see email sent to me below on 1/25/2023, which is after "settlement" by Vivent.Each day this loan goes unpaid my credit is being affected negatively!
Dear *******,
Our records show that your Vivint Home Security Equipment Loan account ending in **** is 54 days past due.
We can resolve this by working together, but first we need to hear from you.
Make your payment online at vivint.citizensoneloan.com, or
Call us at ************.
If you have already made your payment, please disregard this notice and thank you!
CLICK vivint.citizensoneloan.com CALL ************
This is an attempt to collect a debt. Any information obtained will be used for that purpose. We may report information about your account to credit bureaus. Late payments, missed payments, or other defaults on your account may be reflected in your credit report. Our privacy statement can be located here. Should you need any assistance, we kindly ask that you not reply to this email, but instead contact us using the above toll-free number.
If you no longer wish to receive emails from Citizens Servicing Alerts pertaining to collection of this loan, please click here.
Citizens | One Citizens Plaza | **********, ** 02903
2023 ************************* **** All rights reserved. Citizens is a brand name of ************** N.A.
Member FDIC
MERURG-1
Sincerely,
***************************Initial Complaint
Date:11/03/2022
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.
Been a Vivint customer since 2014 to present. I had a camera replacement done THREE times and on third replacement, representative called it another replacement yet gave the impression it was an upgraded model and better than the other one. Based on that conversation he installed the REPLACEMENT camera due to ongoing issue with CAMERA FAILURE. I said that I would not pay for a camera and when I complained to the company and they even stated there would be no charge based on the multiple camera issues. The technician manipulated the conversation in order to get permission for a equipment upgrade to where it should have only been a REPLACEMENT OF A DEFECTIVE VIVINT PRODUCT. They stated that they cannot take the camera back and not refund any monies charged for a replacement. I want my refund.Business Response
Date: 11/08/2022
November 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18352685
Complainant: ****** Allen
Vivint Account #: *******
Date of Agreement: November 22, 2014
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has sent a refund of $322.50 for the payments made to the camera. Vivint has agreed to remove the payment plan and provide the camera at no cost. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/03/2022
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.
We had started service on October 19 2022 and the technician did not have all the equipment. They came back on the 21 to install the other cameras and saw wireless was not working properly. He installed a hardwired connection and the cameras were working good. The next day two of the cameras went off again and we called to cancel and get a refund. We were told a refund could not be given and they would send out another tech. The technician was scheduled for the earliest (oct 27) and took our cameras off the hardwired connection and put back on wireless making it worse. This technician had anger issues and was borderline violent to the point we almost asked him to leave. We called again to cancel and be refunded. We were transferred to a master technician who said give us one more chance and if it cannot work will give a refund. They scheduled it for the earliest (nov 2) and cancelled on the day without telling us. The previous technician had left a note saying the house was dirty which was a blatant lie and flagged our address. They are now demanding pictures of the home. We AGAIN demanded cancellation and a refund and were told no since we are outside our return policy that ended on 10/24/22. None of this is our fault and we still have cameras that are subpar at best or do not work. DO NOT DO BUSINESSBusiness Response
Date: 11/10/2022
November 10, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: ****
*******
Vivint Account #:
*******
Date of
Agreement: 10/19/2021
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 his equipment is not working properly.
Mr. ******* is requesting cancellation and a refund.
At
this time, Vivint is willing to cancel and refund Mr. *******’s account upon
receipt of the equipment. A representative from Vivint has contacted Mr.
******* via email to coordinate the return of the equipment.
However,
it should be noted that Vivint’s records indicate that prior to the
installation of any equipment, Ms. ******* completed a Pre-Installation Survey
with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a
customer does not pass the survey, Vivint will not enter into an agreement with
the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify
certain information, ensure that the customer understands Vivint’s offer, and
confirm the terms and conditions of the Agreement. Our records show that Ms.
******* completed the required Pre-Installation Survey on October 19, 2021.
During
the recorded Pre-Installation Survey, Ms. ******* represented that she understood
and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $81.47,
plus any applicable taxes, during that term. Further, Ms. ******* represented that these terms were clearly outlined
on the Agreement and that Vivint’s representative did not make any promises or
commitments which were not written on the Agreement. Vivint relied on Ms. *******’s
representations to ensure that she understood her commitments to Vivint as
outlined in the Agreement.
Despite
the information mentioned, Vivint agrees to the resolution above.
If you have further questions or concerns
regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
Department 160 – Legal.
Sincerely,
Vivint Legal
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.