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
- 8,036 total complaints in the last 3 years.
- 2,783 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:11/02/2022
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 been a customer with ********************** for over 5 years. I decided to left the company because of financial reasons. I contacted the company on 4/15/2020 and requested services be discontinued. I was not on a contact at time. I was offered a reduction in fee from ***** to ***** dollars . I observed my bank account a few weeks ago and l notice the amount never changed and I have been charged ***** equaling ******** for over two years. I attempted to contact the company several times. The first ticket *********, I informed the rep of the issues and hoped for a resolution. He stated he saw where the agreement was made but could not resolve it. He ensured me someone would contact me, no has contacted me to this day and that was over a month ago. The second ticket ********* , was created a week after the first ticket. the rep informed me she could not resolve the issue, but could offer me another year at ***** dollars. I requested to speak with a manger, the rep stated "Ma'am , they are going to tell you the same thing". I stated I would wait. I waited on the phone over an hour while the rep continued to type. She gave me the ticket number and hung up. I want the company to reimbursement my money and honor their offer.
Business Response
Date: 11/09/2022
November 9, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18350310
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 5/23/2012
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that in April 2020, ********************** called Vivint to request cancellation. Vivint then offered ********************** a lower rate of $24.00. ********************** further explains that her rate was never lowered and she is requesting a refund.
Vivint has reviewed Ms. ********** account. Vivint has found that in April 2020, ********************* was offered a lower rate of $24.00 for 12 months. As such, Vivint has issued a refund of $371.88 to Ms. ********** checking account. ********************** will receive her refund within **** business days.
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:11/02/2022
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.
07/05/2022 I bought a Vivint security system and was told by the Sales rep I could cancel at any time in the first 6 months. I was told the equipment would be rented and I could return it at any time and cancel the service completely. When the equipment was installed the same night they left damage to the inside and outside of my home which was immediately off-putting. After testing it out I decided the video resolution was terrible and the recording was very lagged and didn't catch things it should. I emailed to cancel the service on 09/26/2022 and was told I would need to call into their retention line between M-F (which are the days I work). I was finally able to get through to a phone representative on 11/2/2022 and was told I was in a 5 year contract and would need to pay off the equipment. The phone rep also told me Vivint used a third party to open an account in my name for the equipment which I was NEVER informed of by the original sales rep. I informed the rep that I was promised the account was a no contract agreement and I could cancel without any fees or charges. I also informed the phone rep I was told the "5 years" was just a suggested timeframe to keep the system because my payments would decrease from $88 to $36 per month. The phone rep and supervisor I spoke with offered me $10 off a month which at that point was extremely insulting after finding out the Sales rep I dealt with lied to me and I have no faith in the integrity of the company anymore. I'm requesting Vivint cancel my account without penalty upon receipt of the equipment.Business Response
Date: 11/08/2022
November 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18349671
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 5, 2022
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
Cancellation of Ms. ******** agreement without penalty is not warranted at this time.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of her Vivint system with an initial term of sixty (60) months. ****************** represented that she would pay a monthly services fee of $34.99, and a total equipment fee of $2,929.59 that was financed through Citizens, plus any applicable taxes. Vivint provides a three (3) day Right of Rescission period during which a customer my cancel for any reason. Section 4 of this Agreement states:
YOU MAY CANCEL THIS AGREEMENT AT ANY TIME PRIOR TO MIDNIGHT OF THE THIRD BUSINESS DAY AFTER THE DATE OF THIS TRANSACTION.
Vivints records indicate that prior to the installation of any equipment, ****************** completed a Pre-Installation Survey on the sales representatives iPad. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ****************** completed the required Pre-Installation Survey on July 5, 2022. Vivint relied on Ms. ******** representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Vivint agrees to the above resolution. ****************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/09/2022
Complaint: 18349671
I am rejecting this response because: the sales rep lied to me from the beginning by telling me there would be no contract and no term agreement.
Sincerely,
***************************Initial Complaint
Date:11/02/2022
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 a security system with this company, my system has not been working properly, and I no longer get alerts. This company continues to give me a runaround and will not provide me the tools and equipment that make my system work as it use too. I am a elderly woman that deserves to feel safe. I pay for the service and it should be working correctly.Business Response
Date: 11/08/2022
November 8, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18348402
Complainant: *****************************
Vivint Account #: ******
Date of Agreement: May 31, 2007
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she is experiencing unresolved equipment issues. ****************** desires these issues resolved or cancellation.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to have a technician come to ****************** home at no cost to her to assist with the issues that she is experiencing. ****************** 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 May 31, 2007. Vivints records indicate that ****************** contacted Vivint on November 2, 2022 about issues with her panel sending alerts. Vivints records indicate that ****************** did not wish to proceed with the troubleshooting in order to discover the issue with her alerts.
Vivints representative is willing to assist. ****************** 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:11/02/2022
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.
2017 purchased a Vivint home security system, signed a 5-year contract and was told the equipment would be paid off after 5 years. Was charged $80.99 per month.
2021 vivint automatically renewed my service without my consent. New charge is $84.99 per month. There was no deduction in my monthly rate since equipment was paid off.
2022 Charge for service should have only been $36 per month for service only. I am owed approx $700 refund for the year they overcharged me after the completion of my contract in 2021.
I have called and have gotten several different stories that equipment was paid off, or then being told it was free at the time. They said I renewed my contract, I asked for the email or proof showing I did that. They don't have it and said it automatically renewed.
I cannot get a straight answer.
I was notified that my credit card had expired which made me look at the account closer. The card I was using expired in 2020, but was only getting called for it for Sept 2022 and Oct 2022 payments. How can an expired card be charged for almost two years?
Again, I am trying to get a straight answer and am not. I would like my refund of $700.
I tried to pull up old invoices on my account to try and figure this out and I am only allowed to view invoices from 2021 after my 5-year contract expired. Very very suspicious.Business Response
Date: 11/07/2022
November 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: June 29, 2016
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that Vivint automatically renewed her service without her consent in 2021. She states that Vivint is now charging her $84.99 per month. Ms. ***** states that the service fee should only be $36 per month since the equipment was paid off in 2022. Ms. ***** states that she is owed approximately $700 for the year that she has been overcharged after the completion of her contract in 2021. She states that Vivint told her that she renewed her contract, which she asked for proof. Ms. ***** states that she was told it was automatically renewed.
Ms. ***** desires a refund.
A Vivint representative has attempted to contact Ms. ***** via email in efforts to resolve this matter. Vivint offers cancellation of the account and to waive the past due balance of $181.94.
Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (“Agreement”) on June 29, 2016. Records indicate that the monthly rate increased by $3.50 when the contract ended and went month to month on July 29, 2020. It is Vivint policy that there must be a written cancellation request in order to cancel the account. If a contract ends the account remains active and goes month to month. Records indicate the November 2, 2022 Ms. ***** was emailed a copy of invoices for the years of 2017 and 2022. Records also indicate that on that same day Ms. ***** requested the cancellation of the account after being informed that the account was on a month to month basis. November 3, 2022 records show that Vivint received the written notice of cancellation via email. The cancellation process takes thirty (30) business days.
With the listed information above, Vivint offers to expedite the cancellation request as well as waive the past due balance of $181.94. Ms. ***** may contact Vivint’s representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness 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: June 29, 2016
To Whom It May Concern:
I have reviewed the information provided
by Ms. ***** and
appreciate the opportunity to respond.
In her rebuttal, Ms. ***** states that Vivint automatically renewed her service without her
consent in 2021. She states that Vivint charged her card for almost two (2)
years. Ms. ***** states that she did not give
permission to have her service continued after the contract. She states that she was
told the price would go down after the equipment was paid off. Ms. ***** desires a refund.
A Vivint representative has attempted to contact Ms. ***** via email
in efforts to resolve this matter. Vivint has cancelled the account and waived
the past due balance of $181.94.
Vivint’s records indicate that Ms. ***** signed a Purchase and
Services Agreement (“Agreement”) on June 29, 2016. In this Agreement it states
that “The
initial term starts on the day this agreement is signed. After the initial
term, this agreement will automatically continue month-to-month and either
party may terminate this agreement at any time upon at least thirty (30) days
prior written notice to the other party.It is
Vivint policy that there must be a written cancellation request in order to
cancel the account. If a contract ends the account remains active and goes
month to month. Records indicate the November 2, 2022 Ms. ***** requested the
cancellation of the account after being informed that the account was on a
month to month basis. November 3, 2022 records show that Vivint received the
written notice of cancellation via email. The cancellation process takes thirty
(30) business days.
With the listed information above, Vivint has cancelled the account
and waived the past due balance of $181.94. Ms. ***** may contact Vivint’s
representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/11/2022
Complaint: ********
I am rejecting this response because:I did not receive any emails.
Sincerely,
******** *****Initial Complaint
Date:11/02/2022
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.
I filed for a cancelation of subscription with the company and was told it would take 30 days to process from receiving. I never received the refund. And I am getting the run around about my refund. I am very frustrated with the service and treatment from the company. I have paid my bill on time and I should be able to cancel service. This all started on September 30. 2022.Business Response
Date: 11/09/2022
Tell us why here...November 9, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18347999
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 9/15/2016
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. Vivint has cancelled **************** account and a refund of $25.39 was issued on November 7, 2022. ************** should receive her refund within 7 business 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 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:11/01/2022
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 was in a situation where my home was broken into and bullet casings were placed at my doorstep and I had gotten an alarm system and there were multiple issues. I called Vivint, and they told me their alarm system was more sophisticated.
I had four different issues in the first week. If there was a break in, I would have been dead.I ended moving with my family 4 hours away for my safety. I would of stayed had the alarm system worked.I disputed this with Discover. Rather than refund me for the alarm, Vivint put the charge back to my account. I am asking Vivint figure out why the alarm system didn’t work to prevent anyone being harmed in the future.
I am asking Vivint to take full responsibility for their alarm system not
working, refund me, and find ways to prevent this happening to anyone else.Business Response
Date: 11/07/2022
November 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ******
Vivint Account #: *******
Date of Agreement: July 25, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ********* ****** and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. ******’s Agreement without penalty.
Vivint’s records show that Ms. ****** signed a Purchase and Services Agreement with an initial term of one (1) month. This shows a monthly services fee of $44.99, and total equipment fee of $1,283.97, plus applicable taxes during that term.
Vivint’s records show that Ms. ****** first notified Vivint of her equipment concerns on July 30, 2022, and an over the phone technical support was offered to resolve her concerns. Ms. ****** again called Vivint on August 6, 2022, and over the phone technical support was again offered. Vivint was not notified of any further equipment issues or break-ins until recently. On November 3, 2022, Ms. ****** sent in her notice of cancellation and her account was being processed for cancellation.
Vivint agrees to the above resolution. Ms. ****** has no further obligations to Vivint, and no refund is warranted at this time.
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: 11/07/2022
Complaint: ********
I am rejecting this response because:all the information is not accurate. Please know that I am not lying to you. There is someway that your system can be tampered with and it almost cost me my life. I will go to the county court and file a suit within 10 days at **** ********* ********* Hollywood Fl 33021. I’m sincere in every aspect of life and I can prove that as well. I also had witnesses of when I was on the phone with you and proof that I was no longer living in the home after the fourth instance where your alarm malfunctioned or was tampered with. I only hope that regardless of what the judge decides that when someone purchases an alarm system due to a true threat, there is an is a responsibility of the alarm company purchased to protect the purchaser. I hope you never have to go through what I have been through, but maybe you will and then you will understand.Thank you for your time.
Sincerely,
********* ******Initial Complaint
Date:11/01/2022
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 have been with Vivint for about 2 year now after being with another company for 20 years. The reason that we choose to leave the other company was because Vivint's prices were better. Well, I need to go into further details on our situation. We now understand why their prices are so much cheaper, and that correct conclusion is as such -- 1. Vivint monitoring system is, in our case, pretty much non-existent. On many occasions, we have had our alarm go off, for various reasons, and NOT one time in a year, have we EVER received a phone call; we received a text message! Now that is hilarious to me, due to the fact that if we have been MURDERED it would be really difficult for us have received that test; wouldn't you agree? Ridiculous to say the least!!!!. I called Vivint when we first got our install so called completed and received an overseas company for ***************** My call was to complain about all of the window security devices were falling off our windows every time we raised our windows. Their conclusion and fix (band aid) was to send us out new window devised for ** TO INSTALL OURSELVES! Ludicrous, would you not agree Vivint? There have been several, several times that our alarm has sounded for various reasons, only to receive A TEXT from Vivint to let us know that our alarm is going off. Now, let's renationalize this........if we enter the house and the alarm is going off, a person is located in our house, which set the alarm off, do you think that I would be able to read my text?????? What if my phone is on silence because I just left and event? Whatever happened to calling us THE CUSTOMER, then calling THE LISTED CONTACT, then calling THE POLICE! Unbelievable to me. Upon calling **************** today, I spoke with someone named *****, explained the situation in full detail to him. When I questioned him about a refund/cancellation and they pay the rest of this non-working security process off, he immediately said "that would not be pBusiness Response
Date: 11/07/2022
November 7, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18343782
Complainant: *********************
Vivint Account #: *******
Date of Agreement: March 31, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was sent a text message when her alarm has triggered rather than receiving a call. ************** states that she experienced unresolved issues with her sensors and was sent new ones to place on her windows herself. ************** desires a refund.
A Vivint representative has reached out to ************** in order to assist. Vivints records indicate that the disarm response delay has been shortened as short as it will go. ************** 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 March 31, 2021. Vivints records indicate that ************** contacted Vivint on November 1, 2022 about her concerns regarding her alarm triggering and response. Vivints records indicate that Vivints representative discussed the alarm delay that allows the alarm to be disarmed. Vivints records indicate that Vivints representative discussed solutions for the sensors.
Vivints representative is willing to assist. ************** 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:11/01/2022
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.
After numerous attempts to cancel because of relocation they are still billing me for my monthly service. All my equipment was paid for 100% but because of our move I canceled the service in the middle of July of this year. I have called multiple times, sent emails requesting for someone to help fix this issue but they will not cancel it. Address for service issue is ***** ******** **, Palmdale, CA, 93551Business Response
Date: 11/07/2022
November 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: July 29, 2020
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ***** and appreciate the opportunity to respond.
To assist, Vivint agrees to cancel Mr. *****’s Agreement without penalty.
Vivint’s records show that Mr. ***** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $2,437.08 that was financed through Citizen One, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 32 months on his contract. Mr. ***** has no further obligations 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: 11/07/2022
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:11/01/2022
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 my alarm system installed 1 week ago, I was told that the cameras will pick up all motion, i had called and even had a tech come out to the house, i was told they lied, the cameras don't do that. I would like my money back.Business Response
Date: 11/08/2022
November 8, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18343083
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: October 20, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative has scheduled an appointment to retrieve the equipment from Mr. ******** home. Following this appointment, Vivint agrees to cancel ******************** account and financing and process refunds. ****************** 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:11/01/2022
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.
I moved into a new home at **** ** ****** ****** in Visalia, CA 93291 with a Vivint Smart Home System in October of 2020. My account number is ****************. I've been paying a monthly service fee of $47.14 for monitoring of the security system. A Vivint employee came to my home a few months after we moved in and told me that my system was older, but it could be updated for $11.55 per month so I agreed to that. I'm currently selling this home and will be moving so I called Vivint today to cancel the service. I was told that there is a loan associated with my account with a balance of $462 and that I cannot cancel the service until the balance of the loan is paid off. I understood that the upgrade and charge of $11.55 was a service fee, not a loan, and I've never seen a statement from Vivint showing me a loan balance, an interest rate, or how my monthly payment is being applied. This is fraud. The Vivint employee misrepresented the situation and I do not feel that I should have to pay this balance.Business Response
Date: 11/07/2022
November 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: January 21, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ******* and appreciate the opportunity to respond.
To assist, Vivint agrees to cancel Ms. *******’s Agreement however, she is still responsible for her equipment loan.
Vivint’s records show that Ms. ******* signed a Purchase and Services Agreement with an initial term of sixty (60) months. Ms. ******* represented that she would pay a monthly services fee of $44.99, a monthly equipment fee of $11.55 that was financed through Citizen One, plus applicable taxes during that term. Vivint relied on Ms. *******’s representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 35 months on her contract. Ms. ******* has no further obligations to Vivint however she is still responsible for the cost of her equipment.
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: 11/07/2022
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,
***** *******
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.