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
- 7,974 total complaints in the last 3 years.
- 2,756 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:10/11/2022
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 have a smart home security system that has not worked since April 2022. I have been on the phone with technical support 5 times and I was told that the old door lock was not good and they were sending another door lock. They never sent the door lock put the charge on my account and has since disconnected my account for $66.00. I have told the company I have no problem paying the $66.00 but how can I be assured the system will work. I am in another state and I am not able to interact with the door lock and its useless to me. I also was deceived when I brought the services because I did not know there has to be a certificate filed with the state of NC so basically the system is on its own because if there is a break in the police would not be summoned since there is not certificate filed. This should have been told to me when I purchased the system. After 2 years I am learning that I am paying for something that is not actually was they told me it would be.
Business Response
Date: 10/17/2022
October 17, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #:*******
Date of Agreement: March 19, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account from collections and waive the associated fees Vivint has also agreed to provide a technician to resolve the system issue. 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: 10/17/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****Initial Complaint
Date:10/11/2022
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've been attempting to resolve an outstanding balance with Vivint since June 2022. I moved from the residence of service in April at which time the service was not active due to non-payment. I contacted Vivint during that time indicating I would no longer need the services and to confirm I needed the account final balance to pay and close out the account. I was not under a contract however they continued to bill until I contacted them back again in June in another attempt to pay the account off and close it out, however the balance was not adjusted back to April after several request with customer reps I spoke with a few supervisors; who failed to follow -up as they indicated they would. I have continuously disputed this balance since June without resolve. I should not have to pay for a period the services were not rendered and a period I requested for the services to be discontinued. I'm simply requested for an adjusted balance to the period the services were actually rendered.Business Response
Date: 10/17/2022
October 17, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18199692
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 10/26/2016
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she previously requested cancellation, however, Vivint continued to charge her account. ***************** further explains that she is disputing the balance on her account.
At this time, Vivint is willing to close ******************* account with collections.
However,it should be noted that Vivints records show that ****************** signed a System Purchase and Services Agreement (Agreement) on October 26, 2016 which states that service will continue month to month after the initial term of 60 months, unless cancelled in writing no less than 30 days before the next renewal term (Section 2.1) A written notice of cancellation has not been received by Vivint and as such, her account has remained active.
Despite this information, ****************** 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:10/11/2022
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 06/16/2022 I called Vivint to advise I was selling my house @ ************************ ***** & would be cancelling my Security account when I moved.I wanted to know my options.Service Rep advised I could move my system by having it professionally uninstalled and reinstalled in my new house.That would be a charge of approximately $500, $250 for each task.Then I asked, What if I just cancel? You walk away, you owe nothing.I had been a customer since 03/29/2021, paid an upfront fee of $627.44 & monthly $103.14 for 18 months.Mid-SEP I called to advise Vivint I was moving 9/2/2022.The Rep asked if I had a release letter from the lender Citizens, I dont know what you are talking about I was told in June I would owe nothing.Rep tried to call Citizens and then hung up on me.08/19/2022 I called Vivint again and got the same story, this Rep told me I could not cancel my account until I paid $2,800, I was shocked.I responded,In June I was told about the transfer of service, approximately $500, or walk away and pay nothing.Why on earth would I choose to pay $2,800 instead of $500 to move my system, doesnt make sense.Again call disconnected.Finally on 10/7/2022, I spoke with *************I asked her if Vivint had retrieved the phone call from June 16th? Rep responded there was no mention of Service REP saying I could cancel & not owe anything.This was an outright lie.Diannas new plan, We will forgive your loan (I did not know it was a loan payable after cancellation) & start a new account for you, save you some money.She asked for all my personal information ran a credit report which showed I was eligible for $4,000. then announced my new system would be $3,999.99, 1 ********************* of $4,000? $1,200 more than $2,800? They sent me an electronic package asking me to sign docs I had no copy of, I would get them at installation.Quoting my monthly charges at $169.61, $70 more than other rep.I was aware I was paying $103.14/mo but never dreamed I would pay after I canceling.Business Response
Date: 10/14/2022
October 14, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18198820
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: April 4, 2021
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account, refund $36.47 for the month of October, and to waive the remaining balance of the equipment loan. ******************** 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:10/11/2022
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 10/23/2021 I sold my home to *************************** ******, in which the Vivint Security Services system was sold with the home. Both myself and *************** completed the Move Transfer Paperwork and turned it in to Vivint before the sale was finalized in December of 2021. I confirmed my information was removed from the account, I verbally agreed to the recorded line to allow *************** to have access and take over the account with Vivint. We provided the signed paperwork to them as well. Vivint has "transferred" my calls to over 8 different departments to try and "resolve" the issue for me, but the call is ALWAYs disconnected. Most recently, 10/11/22, I have spoken with 4 representatives who said they will not remove the billing information with my name from the account, and they have no record of the changes being made. I am charged $60.71 every month and have filed disputes for almost a year with this company. Please help me hold this company accountable to remove my information, including my billing information, as I have blocked them and received new cards in an attempt to do so. Please.Business Response
Date: 10/17/2022
October 17, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18198330
Complainant: ******* *******
Vivint Account #:*******
Date of Agreement: 3/12/2021
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that her account was supposed to have been taken over by the new homeowners. ****************** requests cancellation of her account.
At this time, Vivint is willing to cancel Ms. ******** account without penalty.
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 March 12, 2021.
During the recorded Pre-Installation Survey, ****************** 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 $60.71,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.
Despite the information mentioned, Vivint agrees to the resolution above. ****************** 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 LegalCustomer Answer
Date: 10/18/2022
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.Please provided written approval and verification the account has been canceled without penalty for my records.
Sincerely,
******* *******Initial Complaint
Date:10/11/2022
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.
During the month of September 2022, I made several telephone calls to VIVINT to request help in fixing my door bell camera. VIVINT recommended I reboot system from home, which Idid not work. So In September 2022, VIVINT sent a technician to repair my system. The repair only lasted a few days. I continued to reboot my system until I finally called VIVINT again and was given an technician appt on Oct 5, 2022 between 8:00 am - 12:00 pm. I waited all day and never received a call from the technician, nor did the technician ever show up. I called VIVINT to expressed my concern that I was required to wait at home for the technician and was never informed that he would not be coming. So VIVINT scheduled me for another appointment on Oct 7,2022 and assured me that the technician would definitely show up between 8:00 am - 12:00pm. On Oct 7, at 10:30 am, the technician had not shown up, so I called VIVINT and spoke to the scheduler who contacted the technician. I was told the technician was at another location 5 minutes and would be finished that job in 8 to 9 minutes. At 11:00 a.m., the technician still had not arrived and I called VIVINT and was told the technician was on route and would be to my house by 12:00. At 12:00, the technician had not arrived and I called VIVINT again and was told the technician would definitely arrive by 1:00 pm and that someone from scheduling would call me to make. No one from Vivint ever called or showed up, I am handicapped and rely on the door bell camera to alert me to who comes to my door. Without that service I pay for each month, I have to either ignore knocks at the door, or try and go the door and ask who's knocking. I explained this to the VIVINT customer service representative. I have not heard from VIVINT to this day, October 11, 2022. I need help getting my doorbell camera working. I'm under contract and have to pay for service I'm not getting. It's not fair.Business Response
Date: 10/14/2022
October 14, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18197265
Complainant: *********************
Vivint Account #: *******
Date of Agreement: March 4, 2012
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to send a technician to replace or repair the defective devices in the system. ************** 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:10/10/2022
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 got Vivint back three years ago, and we have had a terrible experience. Our doorbell camera does not work and it hasnt worked for a long time. Weve called multiple times even this year to have someone come out to fix it from Vivint, but they are unwilling to come out and fix it for us. All we see is a black and purple screen when we pull it up, we cant see anything. Vivint wont fix it for us, or theyll want to charge us a ton of money. Our outdoor camera also will not record when there is movement out front. It only works like half the time. Weve called about this too lately but vivint wont come out to fix it. Were paying way too much money every month for an alarm that will not work, and that we cant have fixed. We still owe about $500 to cancel for monitoring and also even extra for the equipment, we just want out of the contract and we dont want to pay for this anymore. We wouldnt recommend Vivint for anyone!Business Response
Date: 10/14/2022
October 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18195437
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 4, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that her doorbell camera has not worked for a long time. **************** states that Vivint is unwilling to send anyone to resolve the issue. She states that all she sees is black and purple when she pulls it up. **************** states that she is also having an issue with her outdoor camera not recording when motion is detected. **************** states that she still owes about $500 for her monitoring contract plus what is owed on the equipment. **************** states she would like out of the contract. **************** desires a refund and 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 the system issues **************** is experiencing. Should **************** want to proceed with cancellation **************** must provide a confirmation notice showing that the equipment has been paid off. Once the equipment is paid off, Vivint offers to waive the remaining contract term and any associated fees for cancellation of the account.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on September 4, 2021. In this agreement is states that Vivint does not always warrant that the system will detect or operate properly. Vivint records show that **************** has called in about the listed issues, a technician was not discussed due to troubleshooting over the phone and resolving the issue or a fix being provided and having to give time for the camera to record to verify the results of the fix.
Despite the information above, Vivint does offer to send a technician to resolve the system issues, or cancellation. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/13/2023
Complaint: 18195437
I am rejecting this response because:I am not satisfied with the vivit service they do not offer quality products and so I'm terminating my svc
Sincerely,
*****************************Business Response
Date: 03/20/2023
March 20, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18195437
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 4, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her rebuttal, **************** states that she is not satisfied with Vivint service, and that Vivint does not offer quality products. **************** desires cancellation.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract without penalty. However, **************** will remain responsible for the remaining balance owed if any to the equipment line of credit with Fortiva.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on September 4, 2021. In this agreement is states that Vivint does not always warrant that the system will detect or operate properly. Vivint records show that **************** has called in about the listed issues, a technician was not discussed due to troubleshooting over the phone and resolving the issue or a fix being provided and having to give time for the camera to record to verify the results of the fix.
Despite the information above, Vivint offers cancellation of the remaining monitoring contract without penalty. **************** 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:10/10/2022
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 spoke with a sales representative and agreed to purchase the system with monitoring. I purchase item specific needs. I have cats and have my sensor set to pets however when alarming as away the system was triggered by my pets. I was not home, was not called, and it took over 1 and a half hours for a police response. I called Vivint and began working for cancellation. It was then I was advised of a contract for 36 months (which I specifically asked the rep about and was advised there is no service contract, only the equipment loan payment.) I was advised I would have to pay the system loan and the early termination fee would be waived. Now this did occur. After paying off the $4000.00 in equipment the service was canceled. I however was not advised that I would not be able to personally view my cameras or unlock my automatic door through the application, nor be able to access the *** I paid for to view past videos. Vivint refuses to assist. At this point I would like a refund of my equipment cost and they can come pick uninstall it.Business Response
Date: 10/17/2022
October 17, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18192540
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 23, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states she requested cancellation because her pets were triggering her alarm and police response took over an hour. **************** states that following cancellation, she was not able to access her application. **************** states she paid off the equipment financing. **************** desires to return the equipment and receive a refund.
A Vivint representative has reached out to **************** via email in order to assist. Vivints representative is willing to adjust ****************** monthly rate by reducing it to 25% of her previous rate if she would like and activate her account. **************** 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 June 23, 2021 with an initial term of sixty (60) months. Vivints records indicate that **************** contacted Vivint in March 2022 about cancellation of her account. Vivints records indicate that **************** paid off the equipment financing and contacted Vivint on September 22, 2022 about cancellation of her account. Vivints records indicate that **************** sent a notice of cancellation on September 23, 2022. Vivints records indicate that **************** contacted Vivint on October 10, 2022 about the equipment functionality. The equipment can work locally, but to view the equipment remotely, an active Vivint account is required.
**************** 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:10/09/2022
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 signed up for Home Security and was told I could cancel within five days - on the fifth day I attempted to call the salesperson and texted and he would not return my message to help me cancel- I have not been successful getting a refund on the original charge ore the subsequent charge even with my cc card companys assistance - since the pandemic it is getting more and more difficult to hold a company accountable for what their sales people promise - it is sad and pitiful.Business Response
Date: 10/13/2022
October 13, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18189373
Complainant: *********************-*****
Vivint Account #:*******
To Whom It May ***************** have reviewed the information provided by ****************-***** and appreciate the opportunity to respond.
In her complaint, ****************-***** explains that she is owed a refund that she has not received.
Vivint has issued ****************-***** a refund of $38.84 which will be received within **** business days. If ****************-***** has any questions or concerns, she may contact the representative who has contacted her via email.
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:10/08/2022
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 had vivint for years and everytime we have moved it has been a disaster. They don't remove old addresses so they are constantly going to the wrong address and claiming that we weren't home to fix issues with their equipment. We just moved to a new city and we had them come out to install our equipment. They offered us a lower monthly price for all new equipment and a free install. We told them we wanted everything that was on our account before and they said it would have everything for the lower price so we agreed to start our loan term over. We'll when they finished installing I asked about the door lock and they said that wasn't in our new loan agreement. We told them it should be because it was in our original loan agreement. We've been trying to get that resolved for 2 weeks now. They were supposed to come out today between 8am and 12pm. We got a confirmation email that lists our current address and we told them to call us 30 minutes before they came out because last time they showed up early and we didn't want to miss them. At 1245 we called them and they said they came out an hour ago and we weren't home. They never called us and we've been at home waiting since 8am. Turns out they went to an address that we lived at 3 years ago. They then gave us the address from 4 years ago and we told them no yall came out 2 weeks ago to our address in San Antonio...not Fort Worth. We are going to try to get out of our contract with this company if we can. It has been a nightmare.Business Response
Date: 10/12/2022
October 12, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: *******
Date of Agreement: August 26, 2019
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
In his complaint, Mr. ******** states that every time he has moved with Vivint it has been a disaster. Mr. ******** states that with his most recent move he was offered a lower rate with all new equipment and free installation. He states that he was told he would have everything he had before with a lower rate, so he agreed to start the loan term over. Mr. ******** states that when the installer was finished, he asked him about the door lock and was told that it was not a part of his new agreement. Mr. ******** states that door lock was a part of his original agreement. Mr. ******** states a technician was supposed to come out, so he called Vivint to inquire about the location of the technician. He states that he was told a technician had already been out and no one was home. Mr. ******** states that the technician went to a home that he lived in three (3) years ago. Mr. ******** desires to have his issues resolved or to be let out of the contract.
A Vivint representative has attempted to contact Mr. ******** via email in efforts to resolve this matter. Vivint offers three (3) months of free service for the inconvenience of this matter. Vivint also offers a free technician to go out and resolve any system issues that may be occurring and to complete the installation of the door lock.
Vivint’s records indicate that Vivint was notified that there was missing equipment. The equipment was not added to the new equipment loan, which is why it was not installed. Records show that a new door lock has been shipped to Mr. ******** to be installed.
With the listed information, Vivint is willing to provide the above offer. Mr. ******** may contact Vivint’s representative (lora.m*******@vivint.com) 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,Initial Complaint
Date:10/07/2022
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.
They make you sign a several page contract while youre on the line with them. They dont give you time to read it. As soon as I hung up and looked through it and saw I was locked in to a 3.5 yr contract I called to cancel it. I spent 57 minutes on the phone being transferred to 6 different ppl, the same person x2. Was put on hold at least 7x. It was pure harassment. The whole phone call was constant pressure for me not to cancel. They even tried to sell me insurance. The system shipped out the day after that call. Now the wait for the return shipping label begins. I called today to inquire about the label. Was transferred x2 and after 34 minutes on the phone the guy says one was sent out this morning. Which of course I did not receive. He then tells me he has to contact the team to get them to send another email and that *** take up to 72hrs. I have never, ever dealt with a company like this and will be so glad when this is over and hopefully receive my ****** deposit. Their tactics are disgusting and Im so glad I will never have to deal with them again.Business Response
Date: 10/13/2022
October 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18184540
Complainant: *********************
Vivint Account #: *******
Date of Agreement: October 3, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she signed up and checked her term to see it was forty-two (42) months. ************** states that she contacted Vivint and requested a return label to return the equipment that was sent to her. ************** states she has not received the label yet. ************** desires a refund and a shipping label to return the equipment.
A Vivint representative has reached out to ************** in order to assist. Vivints records show that Ms. ****** account has been cancelled and a refund is being sent to **************. ************** 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 October 3, 2022 with an initial term of forty-two (42) months. Vivints records show that ************** contacted Vivint on October 3, 2022 about cancellation and sent a notice of cancellation on October 4, 2022. Vivints records indicate that ************** was sent a return label. Vivints records indicate that Ms. ****** cancellation has been processed.
Vivint agrees to the above resolution. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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