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
- 7,987 total complaints in the last 3 years.
- 2,767 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:10/19/2022
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 6-2/22 a security system was installed in my home. The system failed the 1st day! Another part was in later that day. The 2 nd new one failed in a few days . We stated that we wanted rent the system. The teck said he go to his office to get the art work done. We havent signed any contract! We want the unit returned ,also want the mounting holes filled in.
Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18245605
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 6/4/2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that his system is not worked properly. He also explains that a contract was not signed.
At this time, Vivint is willing to send a technician to the Kinwas home at no cost. If the Kinwas would like to dispute the contract, a notarized signature or a copy of Ms. ****** drivers license may be provided for review.
Vivints records indicate that prior to the installation of any equipment, **************** signed a System Purchase and Services Agreement (Agreement). Every customer must sign this document, and if a customer does not, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the Agreement is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that **************** signed the Agreement on June 4, 2020.
By signing the Agreement, **************** 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 $31.47, plus any applicable taxes, during that term. Further, **************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Ms. ******* representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
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:10/19/2022
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 called several times in regard to the thermostat not working properly. I finally talked with a technician that determined the thermostat needed replaced and said she would send a replacement and have it expediated. She said that the expedition was approved by her supervisor and I would receive the thermostat the next day. I was thankful since the temperature here was below freezing however I called the next day to find out it was to be sent out within ***** hours. Now my thermostat is completely useless. I called once again and asked for a supervisor and was put on hold for about 10 minutes when she came back on the phone, she said can you hear my and I said yes, can you hear me then the phone connection was disconnected. I'm still without heat due to the failure of them providing adequate assistance and lying when they said I would receive equipment (thermostat) the next day.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18247605
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: September 15, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she has called Vivint several times due to a non-working thermostat. ************** states that she spoke with a representative who determined the thermostat faulty and was told a replacement would receive a replacement the next day. ************** states that she called the next day and was told it would take ***** hours for her to receive the device. ************** states that she is still without heat. ************** desires a refund and replacement.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has sent a technician to the home to resolve the thermostat issue on October 20, 2022.
Vivints records indicate that October 18, 2022, ************** called into Vivint regarding the thermostat issue, initial troubleshooting was done and resolved the issue temporarily. ************** had to call in again the same day regarding not receiving heat from her thermostat. It was concluded that a replacement was needed. Records indicate that a technician was sent to the home on October 20, 2022 for the thermostat issue and notes indicate that the issue has been resolved.
With the above information listed, Vivint records show this issue has been resolved by a technician. ************** 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:10/18/2022
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.
When a sales rep for Vivint came in May I was impressed by their high resolution cameras and the services provided that my previous home security did not have. The sales person seemed great and explained things very well. When I showed hesitation on signing up for the service before my husband was home he offered the first three months of service free of charge — because this seemed like a great deal I signed up that day. Two months later I started to receive notifications that my bill was past due. I contacted customer service to explain that the sales representative stated our first three months would be free, they stated that they would need to email him to ask him to add the discount and would return my call by end of week. I never received a response after that and a credit was not applied. Although I will continue with my service, I felt like I had been duped by their representative and that customer service should have honored what he promised.Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: May 28, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a resolution has been agreed upon. At this time, Vivint has applied a credit of three (3) months of free service to the billing account. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint 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,
******* ******Initial Complaint
Date:10/18/2022
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 wife and I were completely misled regarding the terms of the agreement. After asking SEVERAL TIMES if there would be a credit check, we were told no. Only you find out after getting services that there was, in fact, a credit check and a loan in the amount of $1500 was opened for equipment and we were never told that this would happen. This affected my credit score SIGNIFICANTLY and after calling and speaking several people at Vivint I was give the run around and there was no resolve. The sales department at Vivint is extremely deceptive and prays of customers by omitting specific details all for a sale. I would NEVER recommend them to anyone because of this despicable practice and service!Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18243901
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 8/16/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that when signing up for services with Vivint, he was not made aware of the credit check in addition to the loan. *************** is requesting a correction to his credit report and a refund.
Vivints records indicate that prior to the installation of any equipment, **************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the ***************************** 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 August 16, 2022.
During the recorded Pre-Installation Survey, **************** represented that he understood that he was approved for a line of credit with Fortiva Retail Credit. *************** was notified that his APR on this line of credit is ****%. **************** also indicated that the representative provided him with the Fortiva Retail Credit terms and conditions.
Due to the information above, no changes will be made to Mr. ******* equipment loan.
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
Complaint: 18243901
I am rejecting this response because:My wife and I asked the 2 representative we spoke with, several times, if there would be a hard credit check were my credit would be impacted and I was told NO. We were told there there would only be a soft credit check and my credit wouldn't be impacted. Regardless of what Vivint is saying was signed, it was done purely based off our conversation with the representative and being assured my credit wouldn't be impacted. There was NEVER mention of any loan or a hard credit check! You can't just lie to a person for a sale and sneek in information that wasn't explained in fine print! This is unfair business practice on Vivint's part and based on what my wife and were TOLD in the beginning, we should not be held responsible for being lied to and misled! I was also told, by someone at Vivent, that per the "recording" it was heard were we asked about the credit check and were told that my credit wouldn't be affected and the loan was not mentioned.
Secondly, my wife and I were told our bill would be $79 a month only to find out, after the fact, that it is over $90. We were deceived in every way possible by Vivint and it is only fair to be able to return the equipment. Please help to resolve this matter as I have already informed Fortiva that I didn't know I was applying for a loan and they have closed my account on their end.
Sincerely,
***************************Business Response
Date: 11/02/2022
November 2, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18243901
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 8/16/2022
To Whom It May ***************** have reviewed the additional information provided by **************** and appreciate the opportunity to respond.
At this time, Vivint will agree to cancel and refund his account and loan upon receipt of the equipment. A representative from Vivint has contacted **************** via email to schedule an appointment for the system removal.
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:10/18/2022
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.
Vivint customer care when calling is awful. When I tried calling to get a technician to my house to set up a garage door sensor they wouldn't send out a technician. I am also a disabled vet and have called and had them help me replace the batteries and this last time they refused to send anyone out. I asked to speak with a supervisor to get help and that could not happen I was told. I hung up and called back to another technician who couldn't even say my name and asked me the same questions and still could send out a technician. I am stuck paying for stuff I can't even get the company to set up. This company needs to help their customers in person. I wish I was not a customer with them and owe them for the equipment otherwise I would be off. I would never recommend them to anyone.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18243419
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 8/29/2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she is a disabled veteran and is unable to update her garage door controller. ************** requests that Vivint sent a technician to her home.
At this time, Vivint is willing to send a technician to ************** home at no cost. A representative from Vivint has contacted ************** via email to schedule a technician to service her equipment.
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:10/18/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint installed their security system in my home in May 2022. We had problems with it immediately.False Fire Alarm going off at all times of the day and night- EMS arriving at my home due to false alarms.A broken front door that they broke while installing the system. Did not leave the keys to the lock. (Vivint did recently pay for a new front door.at the end of September 2022) However, the door has to be special ordered and will hopefully arrive by Jan 2023. Until then my front door can only lock from the inside, as we do not have keys to the lock to lock the deadbolt from the outside. The deadbolt is the only way to keep door closed. Vivint did not provide keys to lock, and still has not provided keys.July 15, 2022 Vivint said they would send me a new fire alarm and that I need to try to fix the lock myself first cause if they sent a tech I would be charged. Fire alarm never arrived, and followed up again. August 3,2022- Vivint agreed to send someone out to do a complimentary service appointment. A tech came to my home on 8/24/2022. He said that there was nothing he could do without breaking my house even more. He let Vivint know that there was damage to the home & the keys were not provided at the time of install. I have tried numerous times reaching out to Vivint. I sent their legal department an email and made multiple calls with no response. I do not feel safe, my home is not protected and Vivint does not care. I do not trust my home security, my families security, or my homes security with Vivint. I have filed a dispute for charges of the equipment with Fortiva since Vivint said it was not there problem since ******* is the issuer of the credit. When ******* reached out to Vivint they lied to Fortiva regarding my case. I have escalated the issue with Fortiva. I am paying for a useless service, and for equipment that is faulty and I was not provided all of the equipment. I would like a refund of all monies paid to *************************************** help!!!Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18241842
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 11, 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 agreed to remove the Vivint installed equipment and upon removal of the equipment Vivint will provide cancellation of the remaining monitoring contract and equipment line of credit without penalty. Vivint will waive the associated fees. ****************** 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,
*****************************Initial Complaint
Date:10/18/2022
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 complaint is with Vivant the service and customer care not necessarily any particular office or person. After my husband died, I decided I needed a security system because my kids were scared. I signed up for a security system where I was to make monthly payments for the equipment and then pay a monthly fee for the services. I have decided we don't use the security system enough to pay for it any longer. My kids are no longer scared and our sense of security is now restored. We live in a small community and I just don't feel like I need the service any longer. I paid off the equipment in May and sent in a letter to discontinue service in June. It was my understanding that I could cancel anytime if the equipment was paid off. I keep getting phone calls, which I ignore because I thought everything was taken care of. I called the other day and they told me I had a contract and that I would have to pay $1100 to get out of it. I did not have any clue about a contract. I paid off the equipment and should be under no obligation to keep paying for a service I am not using.Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18240737
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: December 6, 2019
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. ******** Agreement and has waived her past due balance of $215.88.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $44.99, and total equipment fee of $1,194.83, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ****************** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/18/2022
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 October 4th our Vivint cameras stopped working. I called and spoke with Vivint and they said "the panel needed an update, to reach back out in 1-2 hours because that's how long it would take". I called vivint back and they said the panel needed rebooted, etc. something was wrong with the VPN. I checked the internet with my service provider and everything was good. The cameras would work if I was in the house but the minute I wasn't they wouldn't work. I went back and forth with Vivint for TWO WEEKS waiting for someone to allow me to schedule an appt for a technician to come out. Finally, they allowed us to speak with a tech and he said it was the cell chip that needed replaced, turns out when the IN PERSON TECH came out the entire panel needed replaced. When it got replaced the camera playback system stopped working. We called customer service and they got it working on 2/4 cameras. We called for ANOTHER WEEK and they said they are "working on it". I called for an update because vivint told us we would hear back in 24-48 hours. Nobody reached out. I called and spoke with a supervisor, Josh, yesterday and he said there is no timeline for when it will be fixed and pretty much there is nothing he or we can do. They can't refund us for all the equipment because it isn't "deemed unserviceable" by vivint. I asked, well how are they going to deem it unservicable if they have no timeline to fix it. Now , today, OCTOBER 18TH, none of our cameras playback systems are working. I don't think it's fair as a customer that we paid for all our equipment outright (over $2000) and we can't use the services we purchased their equipment for. If we weren't going to be getting playback on the cameras/system then we would have stayed with a different company that actually has guidelines and solutions in place for these issues. Because, yet again, this is the problem, there is no solution and we have no choice but to wait.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: 7/6/2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* explains that she is having trouble with the playback feature on her camera.
Vivint’s records indicate that a technician was sent to Ms. *******’s home on October 21, 2022. The technician ended up replacing the camera. A representative from Vivint has contacted Ms. ******* via email. If Ms. ******* is still having trouble with the camera, she should inform 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 LegalCustomer Answer
Date: 10/26/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and confirm someone did reach out. However, the problem is resolved not by vivint but by us the family that has to beg vivint to do some portion of their job.
Sincerely,
******* *******Initial Complaint
Date:10/18/2022
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 decided to go with Vivint in August 2022..and have had the most horrible experience anyone could ever have with a company. The sales rep wasn't transparent and concealed important information from me to make me purchase their services. I only found out about the equipment going into a citizen bank loan the day of installation, after they installed everything. I also found out days later about the plan options of 1799 or 599. They never break down pricing, so I found out too late.Then I was told that only the original sales rep could downgrade my package. He was nowhere to be found. I have called this company likely 20+ times for the past three months, and no one was willing or able to address my issues. I also had a code for free installation, which I had to call about multiple times because the rep never applied the code. Every time, they would lie and say I would receive a call back from their managers, and they never did call. Awful company, with most of their employees being completely unhelpful. I would like them to pick up their equipment and remove the loan. I would like to have nothing to do with this company.Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: August 3, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the Vivint installed equipment. Upon removal of the equipment Vivint will provide cancellation of the remaining monitoring contract and equipment loan without penalty. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/18/2022
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 agreed to upgrade my equipment and was approved for financing and a reduced monthly monitoring fee. Instead of financing the equipment amount as agreed, Vivint charged my debit card on file for the entire amount of $2951.31 which came directly out of my checking account. This was on September 19, 2022. Today is October 18, 2022, and I have spent at least 10 hours on the phone with them for the past month trying to get this refunded. I have been promised over and over that they are processing the refund only to discover it never went through, one reason being they said my account wasn't on autopay, but they never told me that was a problem until after the 3rd time calling because the refund never happened. I went through the "secure line" to correct that and was told it would definitely be refunded now, but it never did. I have been promised 5 different times now that the refund would happen within a certain amount of business days yet I am still waiting. I should have gone to my bank to dispute the fraudulent charge. In addition to charging me the full amount (when the contract was for financing), they ALSO financed the equipment so now I'm also getting a bill from the finance company. I canceled the upgrade within the trial and they picked up all the upgraded equipment so I don't even have any of it, yet they still haven't refunded what they stole from my bank account, claiming it was a "glitch in the system" and haven't canceled with their finance company. No customer should have to go through this amount of headache to get returned what was illegally charged and taken from their bank account. I just got off the phone with them again and promised it would be "escalated and taken care of" yet that's exactly what they've said each and every time. I'm still waiting. I'm going to my bank now to dispute the charge which is what I should've done to begin with. I honestly don't know how they stay in business.Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: 5/19/2017
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** explains that she was supposed to receive a refund, however, she has not received it yet. Ms. ***** requests that Vivint issue the refund.
Vivint’s records indicate that a refund of $2,958.99 was issued on October 25, 2022. Ms. ***** should receive this refund within 7-10 business days. A representative from Vivint has contacted Ms. ***** via email. If she has any questions or concerns, she 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 LegalCustomer Answer
Date: 10/27/2022
Complaint: ********
I am rejecting this response because: You claim it will take 7-10 business days to get the refund which that makes the 6th time I've been told that, yet I just saw that my debit card that it's supposed to be refunded to has disappeared from my account yet again. I was told at one point that it didn't go through because the autopay wasn't on, then another because there was no card on file, yet I keep adding it back and turning autopay on only to discover that the refund didn't go through again and my information has been deleted. So either you or your system keep deleting the method you claim you need for a refund. When I made this complaint I had just gotten off the phone with your loyalty team and promised a refund for the 5th time only it didn't go through. You can see in my account the last time it didn't go through on October 19th so excuse me for not believing for one second that it will go through this time when you deleted the method needed for a refund. Since I only have 7 days to respond to you, I am responding as calling your company a fraud. There is no way a legitimate company would have this much of a problem refunding an illegal charge unless you were trying to keep my money. And you still haven't canceled the account with the financing company. So you financed, charged the full amount and got all your equipment back when I canceled the upgrade (well within the trial) and yet can't seem to correct any of it. I'm getting a bill from the finance company for equipment I don't even have which will affect my credit. That needs to be fixed as well and now.
Sincerely,
****** *****Customer Answer
Date: 11/15/2022
I agreed to upgrade my equipment in September and was approved for financing and a reduced monthly monitoring fee. After several issues and not even half of the equipment installed, I canceled the account within the trial period, and they picked up what equipment they did install. Apparently, there was a "glitch in the system" (as I was told) and Vivint both financed the amount with Fortiva for $******* on September 23, 2022, as well as wrongfully charged my debit card which I did finally get that refunded back in a paper check, but only after making a complaint on here. However, they still have not canceled the account with *******. I got a bill in the mail from Fortiva which alerted me to the fact that Vivint still hasn't canceled this account. I called and was told not to worry about it and that it was being taken care of. That was a month ago. Two weeks ago, I called again and spoke to a supervisor and was promised it was being handled. Last week they did credit back $******* but not the entire amount, so I'm still showing a balance of $1467.65. Fortiva already charged my debit card the first month's payment which apparently Vivint linked my payment information with *******'s account and they took it out automatically. They charged the monthly payment of ***** for equipment I don't even have. ******* told me they can't refund that payment until the account is canceled, which Vivint has yet to do correctly. Vivint needs to credit back the Fortiva account the amount of ******* which is the current balance showing plus the payment Fortiva charged my debit card. That amount plus the credit of ******* they just gave back on November 8th would total the full amount of ******* and show a zero balance with a -***** credit and allow ******* to refund the wrongfully charged payment. I have called so many times about this and don't understand how this company can't correct this problem especially when I'm constantly told it is being taken care of.
Desired Outcome: Credit full amount back to Fortiva and cancel Fortiva accountBusiness Response
Date: 11/21/2022
November 21, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18240995
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 5/19/2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivint has instructed Fortiva to forgive ************** equipment loan. ************** can expect the process to be completed within 14 business days. Vivint apologizes for the delay ************** may be experiencing.
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: 11/21/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me IF, in fact, the entire amount of $2868.54 is credited back to Fortiva allowing them to refund the payment they took from my debit card in the amount of $47.81. Seeing as I only have 7 days to respond and Vivint is saying it will take 14 days to fix this, I will have to wait and see if they actually correctly credit the account and close it.
Sincerely,
***********************Customer Answer
Date: 12/13/2022
This is the second time I have had to make this complaint as the first one, Vivint legal responded that it would be handled and completed in 14 business days. That was November 21, 2022. Today is the 15th business day and just like each and every time they have told me that it would be handled, it still has not. I agreed to upgrade my equipment in September and was approved for financing. After several issues and not even half of the equipment installed, I canceled the upgrade within the trial period and they picked up what equipment they did install. It has been 3 months and Vivint still has not canceled the account with the finance company, Fortiva. THREE MONTHS! I got a bill in the mail from Fortiva in September which alerted me to the fact that Vivint still hadn't canceled this account. I called and was told not to worry about it and that it was being taken care of. They did not take care of it and Fortiva charged my debit card $47.81 for the first month because Vivint apparently linked my debit card to that account unknowingly to me. So they charged me for equipment I dont even have. ******* told me they can't refund that payment until the account is canceled, which Vivint has yet to do. I have called Vivint again and again and have even spoken with supervisors and have been promised over and over that it was being handled. It has been three months, the account is still active and since removing my debit card from the automatic payments, I am now getting late fees and it is on our credit report. IT IS ON OUR CREDIT REPORT! The account currently has a balance of $1383.08 and that doesnt account for the $47.81 they wrongfully and illegally took out of my bank account that needs to be refunded to me immediately. For the life of me, I dont understand why this hasnt been handled, why the account hasnt been zeroed out and closed and why I havent received a refund for the illegal charge of $47.81. This needs to be taken care of immediately. Dont tell me it will take 14 business days and then nothing be done. Close the Fortiva account and send my refund. Three months is beyond ridiculous and more than enough time to correct this. Thank you.
Desired Outcome: Close Fortiva account and refund the illegal charge of $47.81 to my bank accountBusiness Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18240995
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 5/19/2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
On November 22, 2022, Vivint instructed Fortiva to close the line of credit account and fully refund **************. Vivint has sent a follow-up correspondence to ******* to ensure the process has been completed.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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