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:10/07/2022
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.
I feel this business took advantage of me being that Im a young women whos an African American business owner. I was referred to the company by one of my clients who stated ill be awarded $250 upon signing up through her referral code. The day the technician came to set up the equipment I was apprehensive so I asked multiple questions to the point where I can sense he was irritated. My main concern was if I go through with signing the contract will my credit score boost? The answer he stated was yes. I signed the contract strictly contingent on being told that it would boost my credit score and now the company is telling me that it was never an agreement. Im stuck in a contract that I honestly feel the company just wanted money. False advertisement upon signing!
Business Response
Date: 10/13/2022
October 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18147898
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 27, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she was told she would be given a referral credit for an account she referred. **************** states that she was told her credit would increase. **************** desires cancellation of her account.
A Vivint representative has reached out to **************** via email in order to assist. As a courtesy, Vivint agrees to remove ****************** Vivint monitoring account from collections. **************** has no further obligation to Vivint. **************** 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 September 27, 2017 with an initial term of sixty (60) months. Vivint performs a survey prior to the installation of the equipment in order to ensure that each customer understands and agrees to the terms and conditions of the Agreement. Vivints records show that **************** participated in this survey on September 27, 2019. Vivint does not have record of a statement regarding improved credit. Vivints record show that **************** received a credit for the referral that she made in the beginning of her account.
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 LegalInitial 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.
I have had the service at this point 1 year. I contacted the company in June to cancel the service and I did have a balance. I was told that I needed to pay the balance off in order to cancel. I was bullied into keeping the service on a recorded line. Asked if I wanted to lower the service amount. I still insisted on it being canceled and was refused. Now, we are here 5 months later. Apparently, the account is 3 days into a new billing cycle and I again requested for it to be cancelled. I was told I would have to pay off the amount, send in a notification, and then I would be refunded for the prorated amount. I asked for a guarantee with the refund and John Paul (rep) attempted to give me "what typically happens". He said 30 day notification was required. However, I gave them 5 months of notification via phone and was denied my request. He also proceeded to tell me that there were no notes in the system of my request. However, we were on a recorded line so how and why where there no notes? This company is a rip off and should be put out of business. I am seeking a refund of the current month, if not the whole entire 202.36 (4 months) since I called in June and requested the refund. I just made a payment of 252.95 covering service through 11/4 and currently the system is disabled and has been since 10/4/22. Why am I paying for something that has been disconnected and I requested for it to be canceled months prior to the disconnection?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: October 5, 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 cancel the account and provide a refund of $50.59 for the month of October. 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:10/07/2022
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.
At the beginning on August I was contacted by this company about getting an alarm system. During many of the the phone conversation I was told several times that I would need to take a loan out with Fortiva to pay for the equipment but was assured that I would be making 1 monthly payment to Vivint and that would pay for the loan and my monthly service. Well I have now since started getting bills from Fortiva. I contacted Vivint to resolve the issue and they will not correct the lie and misrepresentation from their employee.Business Response
Date: 10/12/2022
October 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18182605
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 13, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he was told that he would have to take a loan out with Fortiva for the equipment. ******************** states that he was assured that he would be making only one (1) monthly payment to Vivint which would cover Fortiva and Vivint. ******************** states he has now received a bill for both Vivint and Fortiva. ******************** desires to have the Vivint equipment removed and cancellation of the account,
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint has offered to remove all Vivint equipment and cancel the Vivint monitoring contract. Vivint would waive all associated fees with the monitoring contract and the equipment.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on August 13, 2022. Records indicate that ******************** took part in a pre-installation survey that educated him on his line of credit with ********
Despite the listed information. Vivint offers to provide cancellation without penalty upon the removal of the Vivint equipment. ******************** 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: 10/12/2022
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. How do I go about scheduling the removal of the equipment?
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.
Good morning,I signed up for the Vivint Smart Home system through a concierge service prior to moving into my prior rental. I signed up and the representative came out and setup the equipment. I purchased a few window sensors, a door camera and 2-motion detectors. The equipment never worked as it was intended to. I even returned from vacation for a few weeks, opened my own front door and the alarm never even went off. I called them and they sent the same field rep out who had initially setup the equipment who was very rude and seemed upset that I was questioning his expertise. He even went so far as to turn the volume up so loud that when the alarm did decide to work it would damage your eardrums it was so deafening. I have been fighting with this company since the inception of this contract and they are now demanding that I pay for the non-operating equipment to cancel this contract and are unwilling to yield on charging me for this equipment even though I paid for the service for months-and-months and it never worked as it should. I never felt safe that we were protected because you never know if it would actually work or not. This company is scamming people and needs to be reprimanded for its mistreatment and misrepresentation of its products and offerings. Please assist.Business Response
Date: 10/13/2022
October 13, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18181536
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 1/2/2022
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 cancel Ms.*********** account without 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: 10/14/2022
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,
***************************Customer Answer
Date: 11/06/2022
I filed a complaint against this company within the last month and it is still not resolved. I received a notification of a draft for a monthly loan that was previously forgiven according to ***** in Vivints legal department. I called the company and even went so far to provide them with the attached letter outlining the forgiveness and they are telling me that ***** in legal is the only one person in the entire company that is able to rectify the situation. Meanwhile, I have in fact been charged and have subsequently disputed the charge with my credit card company and continue to try to contact ***** who seems to not exist. I need this company to contact the bank holding the equipment loan and cancel it. They are playing games and I am considering getting an attorney to handle and go after them for the years I paid this company with no operating alarm system since the interim. Thank you.Business Response
Date: 11/11/2022
November 11, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18181536
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 1/2/2022
To Whom It May ****************** style="color: rgb(33, 37, 41); font-size: 11px; font-family: "Proxima Nova", sans-serif;">
I have reviewed the information provided by ************************ and appreciate the opportunity to respond.
A representative from Vivint has contacted ************************ regarding the cancellation of her account. Ms. *********** account and loan have been cancelled. ************************ 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:10/07/2022
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.
We have Vivint alarm system and I payed off the credit card . And the camera over the garage and door bell camera are not working.they said they could not replace or fix them because they updated them. I have to buy the latest ones. Witch would be about a 1000 dollars . Whole resin I called was tnether camera are working over night . They stop around 10 or 11 pm and start around 6 am recording. Again I’ve called 3 times they tried fixing them but still the same. Not recording. I still our a 1058 dollars on my contract . They won’t there payment . I would like to have working cameras. . Or let me out of my contact.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: June 26, 2019
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 provide a technician to repair or replace the defective devices with the system. 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:10/06/2022
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 have Vivint security services on 3 properties. The other addresses are ***** ****** ***** ** Rehoboth Beach DE and ***** **** **** **** Redington Shores FL. We called to cancel service at ****** property because we were selling the property. Customer service informed us that a written request must be sent and that an early termination fee would apply based on the contract we signed. The early termination fee has an exception for legal excuse. We claim a legal excuse as the property was sold on 9/21/22. On 9/15 and 9/19, we sent written notice to Vivint requesting termination of services on all 3 properties due to poor customer service and the upcoming sale of Ulster. No response was received from the emails. We continued to call customer service asking for termination and expressing urgency around Ulster as we no longer own the property. They just say to send written request, which was already done. They also said to send the statement around legal excuse to a specific email address, which we tried but was returned to us as undeliverable ([email protected]). When we informed “[email protected]” that the other address was undeliverable, there was again no response. My wife and I have called customer service on 3 separate occasions and have been unsuccessful in having them turn off service or acknowledge our written requests for termination. In summary, we want to cancel all Vivint services across our 3 properties. We want them to acknowledge this and turn off service. Lastly, we do not think an early termination fee is due for Ulster as the contract allows for a legal excuse exception. We cannot legally monitor this property as we no longer own it. In addition, the term legal excuse is not defined in the contract and contract term ambiguity is typically resolved in favor of the party that did not draft the agreement.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: March 6, 2020
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 he has three (3) services with Vivint. Mr. ****** states that he sold his home in Delaware and requested cancellation. Mr. ****** states he was asked to pay a buyout to cancel the account, but he disputes this alleging that selling his home is a legal excuse. Mr. ****** desires cancellation of all three (3) services due to this.
A Vivint representative has reached out to Mr. ****** via email in order to assist. Vivint’s representative is willing to cancel the Gulf Blvd account without penalties, has told Mr. ****** the amount needed to pay off his Ceasar Park address, and has offered to cancel the Ulster account if Mr. ****** pays half of the previously quoted buyout. Mr. ****** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
Vivint’s records show that Mrs. ****** signed a Purchase and Services Agreement on March 6, 2020 for the Ceasar Park address. Vivint’s records indicate that Mr. and Mrs. ****** contacted Vivint on September 15, 2022 about cancellation of the Ulster account and sent a written notice of cancellation. Vivint’s records indicate that the ******s were quoted the buyout per the Purchase and Services Agreement signed for the Ulster account. Vivint’s records indicate that the ******s alleged that selling their home was a legal excuse. Following this, the ******s requested cancellation of all three (3) services.
Vivint’s representative is willing to assist. Mr. ****** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/06/2022
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.
Service Number: ******* ************ Wanted to cancel. I called in and asked what my termination would be from vivint and paid that amount after getting confirmation on a recorded line I would be month to month after my equipment loan was paid in full. I paid this amount and included my confirmation number in my letter to vivint. It's unethical that I was continued to be charged and then told to pay another big sum of $283.23 when I called in after realizing was still being charged but I was then told if I paid today I could pay a lesser amount $141.52 If I did not agree to pay this today then of been charged the full amount. So I paid it but I feel I'm being taken advantage of. You can see from my account that I'm turning 80 years in a few days. I should be refunded and let what I was told by vivint corporate on a recorded call originally hold true.Business Response
Date: 10/13/2022
Tell us why here...
October 13, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18178814
Complainant: ****** *****************
Vivint Account #:*******
Date of Agreement: 7/31/2018
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 refund ************** her payoff of $141.62 in addition to her payments made since June in the amount of $125.88.************** will receive her refunds within **** business days. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/06/2022
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 entered into a contract with Vivint for 5 years June 2017. Throughout the 5 years of the contract we had multiple malfunctions with equipment and they never would offer us replacements. Specifically with the smoke detector malfunctioned to the point we turned off the system because it would constantly go off. August 27, 2022 I called Vivint policy cancellation number where they advised me I needed to send an email. They sent me an email explaining what to contain in the email and where to send it stating it would take 30 days for the response and cancellation to happen. I did that on August 28, 2022 and have not gotten a response nor has my plan be canceled. My wife tried to contact them October 6, 2022 and she had all the information and they would not speak to her.Business Response
Date: 10/13/2022
October 13, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18177504
Complainant: **** Mcmaster
Vivint Account #: *******
Date of Agreement: 7/26/2016
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In his complaint, ******************** explains that he has sent Vivint a notice of cancellation, however, his account remains active. ******************** is requesting cancellation of his account.
Vivint has not received a copy of ********************** notice of cancellation. However,since ********************** Agreement has reached the end of its term, Vivint has agreed to cancel ********************** account without penalty. ******************** 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:10/06/2022
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 vivnt 3 weeks ago, when I got there service they lied about the installation fee. Once I got my final Contract the fee was included when I called the tech he said oh ya its in there you just dont pay it its apart of the loan with citizen. Im like so you just lied. Then I was promised a gift card of $500 for switching my services to them, only to get a gift card of $100 that doesnt even cover my previous cancellation fee and the cost of my previous equipment. I have called vivnt at least twice a week in the last two weeks trying to get it straightened out; to be told they would have someone call me back. They then say that my services are a bundle and cant really be determined how much everything cost once I turned equipment in. I find it funny how they say the equipment cost up to $4000, and Im paying that but I dont even have every piece of equipment that they have to offer. I was also told one of my cameras would be free, guess what another lie. I have had the worst 3 weeks ever just trying to get the things they promised me for switching my services.Business Response
Date: 10/11/2022
October 11, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18178577
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: September 17, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was lied to about the installation in being told it was supposed to be a part of her loan. ****************** also states that she was promised a $500 gift card for switching services and was only given a $100 gift card. Which she states does not cover the cancellation or equipment of her previous company. ****************** states that she called Vivint and was told that someone would call her back. ****************** states that one (1) of her cameras were supposed to be free, but that too was a lie. ****************** desires a refund.
A Vivint representative attempted to contact ****************** via email in efforts to resolve this matter. Vivint has inquired about the refund that has been requested and the amount of the refund. Vivint would like to assist in this matter but will need more clarification on the desired refund.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on September 17, 2022. Records indicate that the line of credit has been refunded for the cost of the free indoor camera. Records indicate that ****************** took part in a recorded Pre-Installation survey. In this survey it states that Vivint will send a gift card for the lesser amount of $500 or the actual termination fees listed on the documentation she will proved. It also states that ****************** will be responsible for any cancellation fees greater than the amount listed. ****************** agreed to and acknowledged this section of the survey. Records indicate that the termination fee that was listed on the documentation ****************** sent was $110 and would go down every month she stays with them. It states that she was with them for two (2) months before she got Vivint so her cancellation buy out would be $90. Records indicate ****************** was sent a $100 gift card to buyout her contract with the previous company.
With the listed information above Vivint would like to assist in this matter but will need more clarification as requested. ****************** 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: 10/12/2022
Complaint: 18178577
I am rejecting this response because: I wasnt refunded for a free camera, what actually happened is I returned some equipment which is where the refunded fees camera from. A inside camera was returned because I no longer wanted it and I also removed a 24/7 recording off my system. My account was never credited for a free camera, thats a lie. I have the confirmation from ***** for when I sent the camera back if needed.The gift card was supposed to be for my equipment and cancellation fees, I included a copy of my equipment charges with the paper stating how much my cancellation fee was. I spoke to a loyalty person from vivnt on a recorded line if they can go back and listen to the conversation they can see that ******* told me that after speaking with ************ would receive the full $500. This statement is on there recorded services. I did receive a email from vivnt and I responded to it yesterday 10/10.This is my exact statement to the person that reached out:You can call me at **** EST, Im available.
In reference to you email, I got vivnt not even a month ago. When the *** came to my house he talked about how the installation was free and you guys would pay off my equipment up to $500, he also said if I got two cameras my doorbell camera would be free. Once he was leaving I was asking about the free camera and he said oh I forgot but Ill add it on its only $3 a month, Im like thats not what you told me. Once he left I went back over the contract and noticed that I had installation fee one for the camera and one for the doorbell. I then texted him and he called back and said no it wasnt waved but youll pay it with your bill so you want see it and it was only a few dollars a month. After, two days I called and tried to cancel the only reason I didnt cancel is because ******* was telling me that the agent that came to my house and him had spoke and I would be receiving the full payout amount, which I was just going to put towards the charges on my account that I felt were wronged. And he said they would waive the installation fee. All the conversations are recorded so Im sure you can find it, his name is ******* and he noted the account so that should make it easier.
I went along and sent my paperwork in for the buyout and was only given $100, my equipment alone was $175 not including the cancellation fee. I called multiple times and everytime I call they say oh someone has to call you back. I then took a look at my loan through citizens and it only has the removal for the 24/7 playback and the camera I returned, not the installation fee. I then call vivnt back and they say its going to be credited to my account I dont recall that being the agreement. When I called last week, they said my account was supposed to be credited but that hadnt even happened. I called 9/19 if Im not mistaken about the installation fee. Now, ** having a issue with my nest that was hooked up, it keeps throwing a message and wont heat my house. Its just been a headache these last 3 weeks.
Im only receiving a call back now because I filled a claim with the BBB.
Id like a refund in my services all together. Everything from the equipment in my house to my citizens loan. I no longer want to deal with a company that would lie to me just to get my money, $4000 at that.
Sincerely,
***************************Business Response
Date: 10/17/2022
October 17, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18178577
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: September 17, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was lied to about the installation in being told it was supposed to be a part of her loan. ****************** also states that she was promised a $500 gift card for switching services and was only given a $100 gift card. Which she states does not cover the cancellation or equipment of her previous company. ****************** states that she called Vivint and was told that someone would call her back. ****************** states that one (1) of her cameras were supposed to be free, but that too was a lie. ****************** desires a refund.
A Vivint representative has spoken ****************** via email in efforts to resolve this matter. Vivint has offered cancellation of the account. A technician has been scheduled to remove the Vivint equipment from the home. Once the equipment is returned Vivint will provide a full refund of all payments made to Vivint as well as will provide closure of the equipment line of credit.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on September 17, 2022. Records indicate that the line of credit has been refunded for the cost of the free indoor camera. Records indicate that ****************** took part in a recorded Pre-Installation survey. In this survey it states that Vivint will send a gift card for the lesser amount of $500 or the actual termination fees listed on the documentation she will proved. It also states that ****************** will be responsible for any cancellation fees greater than the amount listed. ****************** agreed to and acknowledged this section of the survey. Records indicate that the termination fee that was listed on the documentation ****************** sent was $110 and would go down every month she stays with them. It states that she was with them for two (2) months before she got Vivint so her cancellation buy out would be $90. Records indicate ****************** was sent a $100 gift card to buyout her contract with the previous company.
With the listed information above Vivint has agreed to full 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 LegalInitial Complaint
Date:10/06/2022
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 finally cancelled vivent service and the app is shut down after. So you have to be at home and at the panel to see what's going on at your home. I was told when I bought the system about five or six years ago that the app and all equipment would work if service was cancelled. That's the only reason I bought the system. They also never installed the electronic window sensors that were initially ordered. I didn't notice until after the service installer had left. If they would have told me the equipment would be useless without paying a fee I would have cancelled a long time ago!Business Response
Date: 10/13/2022
Tell us why here.
October 13, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18177762
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 1/4/2017
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he cancelled his account and is unable to access Vivints mobile application. ****************** is requesting access to the mobile application.
Vivint does not currently offer mobile application access to customers who are not paying for monthly monitoring. However, Vivint is willing to offer ****************** month-to-month access for $10.00 per month.
By way of explanation, section 16 of Mr. ******** System Purchase and Services Agreement states:
The System is programmed with copyrighted and proprietary software (the Software) to work solely with out monitoring service. Subject to the terms and conditions of this Agreement, we hereby ***** to you a non-exclusive, revocable, non-transferable license, without any right to sub-license, to use the Software during the applicable term, solely for your use of the System (the License).
A representative from ********************** has contacted ****************** via email. ****************** should contact the representative if he would like to take advantage of the offer.
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
..Customer Answer
Date: 10/17/2022
Complaint: 18177762
I am rejecting this response because: I'm still being charged $31.47 for my home and $31.47 for my office account!! What is going on??? Not only was I not supposed to be charged but I was supposed to be credited back to when I cancelled both accounts! I'm still being charged and everything has been shut off! What is going on????????????????????????
Sincerely,
*************************Business Response
Date: 10/24/2022
October 24, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18177762
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 1/4/2017
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
Vivint has issued ****************** a refund of $18.88 under both of his accounts.Additionally, both accounts are active and have a monthly rate of $10.00 per month so ****************** has access to Vivints mobile app.
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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