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
- 7,999 total complaints in the last 3 years.
- 2,776 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:10/24/2022
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 sold my house Aug 16, 2022 at *********************************************. I contacted Vivint to see what to do about my security ************* said for new owner to takeover give them acct number and ************ told my realtor to tell their realtor they could take over and they asked for name of company thru realtor so they are paying monthly and Vivint wants me to pay as well for remainder of contract.of $597.93. The new owners has my paid for equipment setup a new account and they pay monthly and they want me to pay as well. Im retired on disability and they could change that if they wanted but I didnt get to talk to new owners didnt ever have contact with them personally. Account number ********* . Notice of cancellation was on Aug 29 2022 with ***** and ****** move out ***** Oct 10 the final time they said I didnt give permission to for new residents to take over. Since Vivint knew that was my address and equipment they shouldnt have let they open a new account.
Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18305560
Complainant:***************************
Vivint Account #: *******
Date of Agreement: April 8, 2021
To Whom It May ***************** have reviewed the information provided by Ms. *************************** and appreciate the opportunity to respond.
In her complaint, **************** states that she moved and gave the new homeowners permission to take over her account. She further explains that this was not done, and a new account was opened for them instead and she is still being billed for services.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns. Vivints record indicates that ****************** account is being processed for cancellation and her past due balance of $90.81 has been waived. **************** 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 LegalInitial Complaint
Date:10/24/2022
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 Home Security in July ************************************************************************************************** by Vivint to remove some of the features to help lower the cost. They would lower my monthly payments and by removing some equipment that would lower the equipment cost. I also was sold on free installation but was charged $99. Over the past months Vivint has unsuccessfully tried to email my new contract for my signature. I have called over the months stating I cannot view the document so I will not sign a document a cannot review/verify. During this time I also advised that my 4 cameras installed are not detecting and recording movement/people. They tried rebooting the system with one camera still is not detecting and recording. The Vivint person advised that we should just watch it/wait and see what happens. I was able to get a Vivint person to email a copy of the contract I can finally read and they did not make any adjusts/changes they said were changed. I believe this is why they kept sending me emails requesting a sign but not sending the actual document. I feel that Vivint has scammed me into a service contract and my security system isnt functioning as they promised/advised. I asked yo speak with supervisors and was put on hold for long periods of time and then the phone disconnects. They do not call back and I have to call again each time to speak to a new representative to try to resolve my issues. At the beginning of each call they take your call back information down just in case youre disconnected and they have never called me back after each disconnect. I would like this issue resolved by billing adjustment agreement or contract cancellation and the additional money paid since July 2022 returned.Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18303707
Complainant: ******** Smith
Vivint Account #: *******
Date of Agreement: July 19, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has sent the new agreement to ************** and walked through viewing it with her. ************** has signed the new agreement and Vivint will execute the terms of the new agreement. ************** 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:10/22/2022
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.
Dated 12/9/2021 amount took $3,092,77 Home security services Want the account cancel as soon as possible Didn't want to cancel kept on tell me the account will be canceled and a email confirmation will be emailed but I didn't receive anything first Time I told them to fiance the equipment instead they told the whole amount please assist with them if not I will hire a lawyer to deal with themBusiness Response
Date: 10/28/2022
October 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 11/9/2021
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 he has paid off his equipment and requests that Vivint cancel his account.
Vivint’s records confirm that Mr. **** has paid off his equipment loan. As such, Vivint is willing to cancel Mr. ****’s account. Effective immediately, Mr. **** has no further obligation to Vivint.
A representative from Vivint has contacted Mr. **** via email. If Mr. **** has any questions or concerns, he may contact the representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/22/2022
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.
Our back door sensor started malfunctioning. We contacted Vivint several times and they finally said we should buy a new sensor. We bought the new sensor but it isn't recognized by the panel. The indoor camera and doorbell video camera only work intermittently for the last year. I have made multiple phone calls to the company about this and have been told every time to follow the instructions on the panel to fix the problem but it doesn't help. Aside from the doorbell video only working intermittently, I have a doorbell that doesn't work now. When I called the last time about the problem, they told me the issue was because of my WiFi, even though we have zero issues with the WiFi on any other devices. Most recently, a glass break sensor needed a battery replaced. Once it was replaced, the panel will not recognize the sensor. So we have a back door and the windows most likely to be broken out that can't be monitored, a non functioning doorbell, and indoor and doorbell cameras that only work intermittently, with no help from Vivint despite multiple phone calls, even though we've continued to pay our monthly monitoring fee. When I called on 10/17/22 & 10/21/22 to cancel the service, I was told, for the first time, the problem with the equipment not working was because of the panel I had. They said that a lot of customers were having the same problem because that panel quits working with the equipment. Their solution was that I could buy $2399.00 worth of new equipment and they would cut my monthly monitoring charge in half. I told them that they should replace their defective panel at no charge to me so that the equipment I already had would work but was told they can't give me "free equipment". Replacing a defective panel is not giving me "free equipment", it is fixing THEIR equipment problem that prevents me from receiving the services I pay for. As of 10/21/22, we have canceled service with them because of the ongoing issues and their lack of customer service.Business Response
Date: 10/27/2022
October 27, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: May 24, 2016
To Whom It May Concern:
I have reviewed the information provided by Ms. **** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact Ms. ***** via email and phone to resolve her concerns.
Vivint’s records show that Mr. ***** signed an Agreement in which he agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A written notice of cancellation was provided by Mr. ***** on October 21, 2022, and his account was being processed to be cancelled on November 21, 2022.
Mr. & Ms. ***** may contact (tari.d**@vivint.com/###-###-####) directly if they have any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 11/03/2022
November 3, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: May 24, 2016
To Whom It May Concern:
I have reviewed the additional information provided by Ms. **** ***** and appreciate the opportunity to respond.
Vivint’s record indicates that Mr. ******* *****’s account was cancelled following his cancellation request on October 21, 2022. No refund is warranted at this time. Mr. & Ms. ***** may contact Vivint’s representative directly if they have any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/05/2022
Complaint: ********
I am rejecting this response because: This is the first we've heard that the service was cancelled on 10/21. We were told by customer service that we would receive an email verification of the cancellation within a few days and service would continue until 11/21. Regardless, that does not change the fact that the equipment sold to us by Vivint has not been working for months and they refused to not only refund our money for services not received, but also refused to send a technician out to fix the equipment. Instead they tried to scam us into buying $2400.00 worth of new equipment. They are NOT a reputable company. I think the class action lawsuit against them and the $20 million settlement with the FTC says it all about the credibility of this company.
Sincerely,
**** *****Initial Complaint
Date:10/21/2022
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 of *********************** since 2015, spent thousands of dollars with them, and they are constantly letting me down on the services they provide. So much to where its like they don't care if I throw away the investment I have made and go with another brand. None more than recently when I have called to get support on sensors that keep going off randomly waking up my entire household, including a 2/3 yo. They continue to have me self troubleshoot it, and will not send a tech without charging me. They have installed software and hardware that continues to malfunction and are not responsible in making sure my service is working correctly. So much to where we can't trust setting an alarm on our house in fear of it going off randomly any hour of the night. Not to mention the thousands of dollars I have invested, and the $60 month payment they collect.Business Response
Date: 10/27/2022
October 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18296353
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 17, 2015
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he is constantly being let down by Vivints service. He states that he has had sensors going off that are disturbing his household. **************** states that Vivint is refusing to send a technician without charge. **************** also states that he is unable to set his alarm due to the fear that it will go off in the middle of the night. **************** desires to be contacted by Vivint.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers to send a technician free of charge to resolve issues or replace the defective devices of the system.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on April 17, 2015. In section 5 of the Agreement it states that Vivint will provide service as soon as possible during normal business hours. Vivint does not warrant that the system will always detect or operate properly. Records indicate that **************** called on October 18, 2022 regarding an issue with the sensors, records show that Vivint will replace the sensor if it continues to cause an issue. October 20, 2022 **************** contact Vivint again regarding an issue with the sensors and before an offer could be made to send a technician out the chat was disconnected. Vivint has heard nothing further from the customer.
With the information above, Vivint offers a technician free of charge to get the system issues resolved. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/21/2022
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.
Purchased security system in June 2022. I was promised a $1000 buyout for my current plan with Brinks. I have been trying to get this money from Vivint since July. They say they will be sending a gift card for this. After many, many calls and emails, still no money. It has now been 4 months. Therefore, I am having to pay both Vivint and Brinks every month. Paying Brinks for a system no longer in use. 3 weeks ago, I was told by Vivint in order to get the buy out, My monthly fee would be increased $10 and they would send me a new contract via email in a couple if days. This was the first time the $10 increase and new contract was ever mentioned to me. I still have never received a new contract. I just want the $1000 I was promised so I can pay off my contract with Brinks. I have been more than patient about this. Worst customer service I have ever encountered.Business Response
Date: 10/27/2022
October 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18242017
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 23, 2022
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
****************** explains that she was promised $1000 for her current plan with ****** when she signed up with Vivint. She further explains that she has not yet received the buyout and is now being told that her monthly fee would be increased by $10. ****************** desires to receive the $1,000 and no increase to her monthly fee.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve her concerns. Vivint is willing to assist ****************** with the Brinks buyout amount and keep her monthly fee at the same price. ****************** 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 LegalInitial Complaint
Date:10/21/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On September 7, 2022, I called Vivint to get a quote on a home security system. The sales person convinced me to set up an appointment for an installation for the following weekend (5 days away) and said I could cancel that installation at anytime risk free. He also said there would be a $28.06 fully refundable deposit placed on my card to hold my spot for the installation. After doing a soft credit pull, booking this installation appointment, and charging my credit card, he gave me a quote on the system. My husband and I quickly decided we were not going to use their service and I called the next day (September 8, 2022) to cancel and get my return on the deposit. I was passed to multiple different sales reps to try to be convinced to continue with their service during this call until finally one rep said they would cancel the the installation and return my $28.06 in **** business days. Two weeks later (September 14, 2022), my return still had not processed so I called back. The sales rep again tried to convince me to stay with Vivint and find another installation time. I was insistent and he assured me I would be refunded in **** business days. Three weeks later (October 3, 2022), the deposit still has not been returned to me and I call back, where again, I was assured it will be refunded to me in **** business days. I ask why it hasn't happened already and the rep says that it wasn't the correct department before but now it should really work. Three weeks after that (October 21, 2022) I have yet to receive the refund on deposit, so I call yet again. I was very quickly told it will be returned to me in **** business days and that there was no note of previous requests to get this money back before. I asked for a confirmation number and they said "they don't do cancelation confirmations". At this point, I'm sure they will not return this back to me and am enraged at them for stealing my money. I received no service and followed their protocols.Business Response
Date: 10/27/2022
October 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18294155
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: Never Installed
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that after receiving a quote she decided to not go with Vivint services. She states that she called on September 8, 2022, to cancel the installation and receive a refund of the prepaid deposit of $28.06. ****************** states that she was told that she would receive the refund in five (5) ten (10) business days. She states that she had to call again on September 14, 2022 and was again given the same timeframe. ****************** states that she has had to call back and request the refund again and as of October 21, 2022 she still has not received the refund. ****************** desires a refund.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has processed a refund of $28.06 on October 24, 2022. It can take up to five (5) business days for the refund to be received.
Vivints records indicate that the refund has been sent of $28.06.
****************** 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 LegalInitial Complaint
Date:10/21/2022
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.
My contracted with Vivint ended in July. I've contacted them several times to refund my money and they are still taking out payments from two cards; a credit card for one payment and my debit card for another. One is for the service, one is for the equipment. They just charged me again after acknowledging my request on 30 Sep 22. They have not refunded my money since July and are continuing to bill me. I have to change my credit cards.Business Response
Date: 10/27/2022
October 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18293862
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 3, 2017
To Whom It May ***************** have reviewed the information provided by Ms. *********************** and appreciate the opportunity to respond.
In her complaint, **************** explains that her contract ended in July, and she has contacted Vivint several times to be refunded. She further explains that she is still being billed.
At this time, Vivint agrees to cancel ****************** account and has waived her past due balance of $102.94.
Vivints records show that **************** signed an Agreement in which she agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A written notice of cancellation was provided by **************** on September 29, 2022, and her account was being processed to be cancelled on October 29, 2022.
Despite the validity of this Agreement, Vivint agrees to the above resolution. **************** has no further obligations to Vivint and would not be further contacted.
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:10/20/2022
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.
On 9/10/22I agreed to acquire a home security system from Vivint. I was repeatedly assured that I could cancel at any time. I was told that the monthly charge would be $110 - specifically $50 for service and $60 for equipment ( approx amounts). Without clarification on this, I assumed the equipment charge was a rental. I signed documents presented to me on the salesperson's tablet electronically but didn't realize that when Citizens One was referenced in the documents, that was really a 60 month note for the equipment. I was not verbally informed of the total price of the equipment or that only the subscription could be cancelled, not the equipment. Installation of equip completed that day except for outside cameras and garage door opener which were not available. On 10/14/22 installer came to complete. Told him I didn't want the cameras if they were strobe lights. He called Vivint to cancel the cameras and was told I couldn't edit the order after 30 days. Delay in installation was not my fault since they didn't have the equip but after pleading my case with several sales people I exercised my inferred right to cancel. I was told I would have to buy the equipment and was connected to Citizens One for amount. They said buyout was almost $4000. I didn't complete the installation and believe I should be allowed to return the equipment and nullify the Citizens One note. Vivint's sales practices are misleading and and incomplete.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: September 10, 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 and Citizen loan if the equipment is returned.
Vivint’s records show that Ms. ***** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $48.78, and total equipment fee of $4,000.00 that was financed through Citizens plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. Ms. ***** may contact (tari.d**@vivint.com /###-###-####) to schedule a system pull appointment to remove Vivint’s equipment from her home. Following the retrieval of equipment, Vivint will cancel her 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/29/2022
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.
Sincerely,
****** *****Initial Complaint
Date:10/20/2022
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.
My sister ***********************, a 90 y.o. senior is being taken advantage of by Vivint. Her monthly charge for security services is upwards of $50. 2 years ago a technician came to upgrade the security panel and upgrade the sensors but failed to install a back-door sensor (per contract), saying that he didn't have the available sensor and that someone would be back to install. Noone ever came to install the back-door sensor (as per contract). Now the front-door sensor is starting to fail, randomly sounding the alarm (and terrifying my sister when it happens overnight). I've called the customer department and asked for cancellation and they now want to charger her $400.00 to get out of the contract, when they never fulfilled the contract on their end (missing back-door sensor). We just want this contract cancelled, and we will return the panel and sensors that belong to them. (In the meantime we have found a much better deal for $15.00 monthly from Xfinity). Please help.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18253565
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 14, 2015.
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. *********** and a resolution has been agreed upon. At this time, Vivint has agreed to cancellation of both the remaining monitoring contract and equipment line of credit with no penalty. ************** 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: 10/26/2022
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,
***********************
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