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
- 7,977 total complaints in the last 3 years.
- 2,757 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:09/12/2022
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 July 1, 2022 I upgraded my Vivint system. They came out 3 times to try to get the cameras to work properly. I am supposed to be getting 24/7 recording. As of today, it still does not work as I was told it would. They put in 3 new cameras, 1 doorbell camera and 1 Smart hub panel, I am getting billed from Citizens Loan $75.87 for the next 5 years. I have been charged multiple times for the doorbell camera. Vivint refuses to send me a copy of the invoice that was used to send the loan to Citizens and Citizens say they do not have the information. I have not gotten the system that I was supposed to get and have given up on that issue but. I cannot keep getting billed and paying form equipment that I did not get. I have had numerous phone calls with them, been hung up on, and been told I would be called back. Nothing. This is the worst company I have ever delt with.
Business Response
Date: 09/19/2022
September 19, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18016846
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 9/6/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she is experiencing difficulty with her 24/7 recordings. Additionally, **************** requests an explanation of her equipment charges.
A representative from Vivint has contacted **************** via email and provided a copy of her equipment invoice. Vivint has refunded a doorbell charge to her loan amount so she is now being charged for one doorbell camera.
Additionally,Vivint is willing to send a technician to service her equipment. **************** should contact the representative to schedule an appointment.
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:09/12/2022
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.
In the summer of 2020 a sales person came to my door at 9:00PM in a neighborhood where soliciting is not allowed and attempted (successfully) to sell me a home security system. I was a single female, alone in my home, and had recently had an experience where a mentally disturbed person obtained a key to my home and I was in fear for my safety. When I needed to move in 2021, I tried to cancel the service and return the equipment but was told that I was in a contract (which I was not aware of) and that I could pause the alarm service but would have to continue paying on the equipment be cause I had a loan for it (another thing I was not aware of). I have spent the past year still paying for equipment I cannot use and want to return. The tactics used by this company are unethical in my opinion and I feel that I was taken advantage of. I simply want to return the equipment and stop paying for something I am unable to useBusiness Response
Date: 09/19/2022
September 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18016720
Complainant: *********************
Vivint Account #: *******
Date of Agreement: August 12, 2020
To Whom It May ***************** have reviewed the information provided by Ms. ********************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contact ************** to resolve her concerns. ************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/12/2022
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.
*** been calling for months for the equipment to be fixed they sent a tech out after weeks of calling he came and said he needs to come back and he never came back i am still having problems and the alarm calls for maintnence and makes alot of noise and i cant get anyone to fix it but yet they charge me every monthBusiness Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18015180
Complainant: ***** Mazahreh
Vivint Account #: *******
Date of Agreement: February 3, 2009
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he has called for several months requesting to have his equipment fixed by a technician. Stating that when the technician came, he was told he would need to come back and he never returned. ******************** states he is still having issues and is still being charged every month. ******************** desires to have his equipment fixed and a refund for the last year he has had no service.
A Vivint representative has spoken with ******************** in efforts to resolve this matter. Vivint has agreed to send a technician to resolve the system issues on September 30, 2022. Vivint has offered a free upgrade to the security panel along with a forty-two (42) month contract renewal and four (4) months of free service.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on February 3, 2009. In section 3 of this agreement, it states that Vivint does not warrant that the system will always detect or operate properly.
With the listed information above. Vivint has made the listed offer. ******************** 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:09/12/2022
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 several occasions, a Vivnt representative has presented to my home to sell their security system. They are borderline harassing my home and family as they have been asked on numerous occasions not to return. I have camera footage from my Ring doorbell of me letting them know we're not interested, please take our address off the list, please do not return and even asking them to leave my property - all request have been ignored. Each time they visit, they proceed to ring my doorbell 4-5 times, waiting at my door for up to 10 minutes after each ring they also repeatedly knock on the door for several minutes. I have conditions in my home where knocking on the door and ringing the door bell causes extreme anxiety and this can not occur. One ring is different than 4-5 times and banging on the door. They also have an Ipad and I believe they are taking photos. I have communicated they are not welcomed on my property but they continue. This has taken place as early as 8:00am. I need this company to remove my address from the list of homes they can solicit to. If not, please make them aware that legal action will be taken for harassment since I have footage proving so.Business Response
Date: 09/19/2022
September 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ****** Consumer Complaint Case #: 18013928
****** ****** ****** ****** ****** ******Complainant: **********************;
****** ****** ****** ****** ****** ******Vivint Account #: ******
****** ****** ****** ****** ****** ******Date of ************************ ****** ******
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 submit the information and videos to be provided by **************** to the appropriate management to prevent further contact from Vivint once received. **************** 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:09/12/2022
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.
1st start salesman lied. He said that they were just checking my credit worthiness not getting a line of credit to pay for the equipment.2nd installation was free but was put on the credit.3rd he was calling *** to cancel my contract, I'm not sure who he call.4th I was getting a inside camera which was really a motion detector.5th garage doors were to be connected to the system, was not.I canceled the carbon monoxide detector the same day but was still charged. 6th glass shatter detection never installed still charged . 7th new equipment to be installed, the front door battery died the next week. All of the door sensors are the ones from *** product about 8 years old. Alarm only worked for 2 weeks because the garage door sensor that belongs to *** stop working. I have not had any alarm system but I am constantly payin for it. Outside cameras has hole in the middle of my walIs inside my home. Icalled vivint about complaints. They were to send someone ASAP 1st and 2nd time-no show, 3rd time scheduled to arrive between 4-8 arrived at 8:45 pm asked for me. I was not there. Never asked for anyone over 18 but left. 4th time person came I informed him of all the complaints, showed him all the *** equipment. He called manager which stated vivint did not provide equipment per contract therefore contract can be vioded due to product not delivered. Credit for 4K but equipment charge was 2.9K. 30day cancelation period over after all of this. I have called them several times. The last 2 times they made it seem so promising that they would do whats right. 1 time the manager was to call me but didn't. 2nd time they said they did a check to see if they equipment was theirs on the doors and said it was. This is an lie. Door monitors are ***. I never got their monitors for any doors period. Never got carbon monoxide detector. Got holes in middle of my walIs. Got front door lock with low battery. Asked for a breakdown of price per equipment and was told its 4k we cant see per priceBusiness Response
Date: 09/19/2022
September 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18012800
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: May 27, 2022
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 Citizen loan if the equipment is returned.
Vivints records show that ************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $47.70, and total equipment fee of $3,951.00 that was financed through Citizens, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ************** may contact ********************************** /************) to schedule a system pull appointment to remove Vivints equipment from her home. Following the retrieval of equipment, Vivint will refund all payments, cancel her Agreement, and credit the balance owed on equipment loan to Citizens.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/22/2022
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:09/12/2022
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 30 of October 2019 I switched to Vivint from ADT because of the added features such as car guard and cameras which I didnt have with my ADT account. I have recently moved to ***** ** and no longer live at the *********************************** residence in ************** **. So i attempted to cancel my service first I was told I would have to pay the equipment account in full so I did that and then called back a couple weeks later, then told I would have to pay off the remainder of the balance to cancel. I go a copy of my contract stating it was for 60 months but it was not what I was told in person I thought the contract for the service was 2 years and the equipment loan would be 60 months. I did sign the contract however I think its ridiculous to think for cancelling early than 5 years I should still be responsible for the remainder of the whole contract, it's not as if me cancelling early the company is losing anything but money if I had known it was 60 months to stay with vivint I would have said no but they way it was sold to me made it seem like it was 2 years and that's what I would be stuck with I don't disagree with paying an early termination fee but no where in my contract does it state what the fee is or isn't and I don't agree the company should make 2 years worth of money for doing absolutely nothing.Business Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18012186
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: November 1, 2019
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 provide cancellation of the Vivint monitoring contract and waive any associated fees. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/16/2022
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:09/11/2022
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.
********************** From Vivant came to my home to sell me this service. I told him I wasnt interested but I loved his passion. I let him go through his spill and I was intrigued. He gave me options, and I said no to a lot of the things. I simply wanted a doorbell like the ring that I have. Nonetheless, I go through the steps asking questions and hes like just try it, you have 30 days, you cant lose. Sou agree. First problem, the technician came to my house at 9PM, Im furious and call ********* and tell him to cancel everything. I had no idea he would be drilling any holes, and I told him that I rented in the beginning, I would need permission for that. His manager gets on and says his song and dance and stated to just try it for 30 days. The tech, said he had to return the next day for the outside camera??!! Why? I dont need that when the doorbell does it all. I told the tech not to install that and adjust the bill. He stated he couldnt that ********* would have to. We called him and he stated he couldnt make the change I would have to call customer service. So I do that and tell them how disappointed I am and I dont even want the service, I was furious that he was in my house for 2 hours on a Friday night. They stated they would adjust the bill. Well that didnt happen, I call back and the next person I speak with I go through all my issues again with them, and they adjusted my bill, but that biggest issue is Im paying for a line of credit for something I dont have( outdoor camera) long story short, I call before my 30 days( as promised by ********* and his manager) to cancel,and low and behold they have a 3 day cancellation process. WHO DOES THAT?? I fill like Im forced to pay for something that I dont have or want. Im big on integrity and they way I was lied to is unbelievable and I dont want anything to do with this company, I want everything removed immediately.Business Response
Date: 09/20/2022
September 20, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18010919
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: August 19, 2022
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** to resolve her concerns. **************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/11/2022
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 June 22 my services suddenly stopped, I was current on my payments and they came out automatically. After contacting Vivint I was told that I asked for my services to be terminated 3 years prior!!! They couldnt explain why this error occurred. After failing to reactivate my system remotely I had to wait till next business day for someone to come out and activate my system. My garages never reconnected to system and I was told that I would have to pay $50 when I tried to reconnect them online myself, after calling Vivint I was assured that I would not have to pay that fee since it wasnt my fault that my system was disconnected. I was promised 2 months of credit for inconvenience. I get charged double in July I call and after being transferred multiple times I get reassured again that I would get that credit, it never comes. In august I get charged double again!!!! I call back and get transferred multiple times and they tell me theres no records of anyone promising me two months of credit and she said she would have to pull recording and will get back to me in a week, I never heard back! She tells me I get refund for that $50 reactivation fee I never get that either. She also tried to tell me I missed my payment month prior and I wasnt sure she even knew what that charge was for or if this is how they take money from people! I get nothing solved by calling them. I want a refund for that fee i was charged that was not my fault they canceled my services and I want that credit they promised.Business Response
Date: 09/19/2022
September 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18010788
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: June 16, 2017
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has sent a $50 refund and applied the two (2) months of free service. ****************** 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: 09/20/2022
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:09/10/2022
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 am needing to get some support somehow, as I have made several attempts over the past few months to address my concerns directly through Vivint and still get no response. My concerns have been and continue to be: I have yet to see a detailed statement indicating by equipment pieces, what I am being charged for each piece. Somehow the total charge comes to $4000 but I have yet to see a detailed statement. I have requested this through customer service with no response. This is the same response I get from them with each request. I have requested a credit back for the water sensor as well as the carbon monoxide detector. I have even told the Vivint reps they can send someone out to gather them if they would like them back. The continue to fail the connection, meaning we receive ongoing alerts that they failed to connect. I never really wanted these pieces anyway, however, I felt we were talked into getting them as they "came with the package". Again, I am sure we were charged for them as "part of the package", but have yet to receive a detailed statement for equipment. Somehow, we are being charged through an auto ACH drawn from our checking account each month, yet Vivint doesn't seem to want to assist with our requests. It is easy for them to take our money, yet very slow or no response to address our concerns. You can see how they either make excuses or pass the buck as in the example below through the chat I had with Martin. I am sure there are other things I could mention, but my last thought for now is that we still have not been set up with our Google Nest, which was supposed to be "part of the package". My wife and I have tried multiple times to get connected yet have had trouble getting set up with the next through Google. You would think that Vivint would make sure this and all other equipment is working before charging their customers for services or products that don't work. Now we are being charged for all of these issues that don't work ....Business Response
Date: 09/19/2022
September 19, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: June 17, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. **** ****** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ****** to resolve his concerns. Mr. ****** may contact (tari.d**@vivint.com / ###-###-####) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/19/2022
Complaint: 18008190
I am rejecting this response because: There is no resolution at this point for me to accept or reject that it has been addressed. I have received a call from the companies legal team, however, that was only to discuss and set up an appointment to address some concerns. Other concerns are still on hold until the legal team is able to get a copy of my original contract for her to be able to respond to and credit me back certain costs. Until all that is addressed I DO NOT consider the matter closed nor can I accept or reject their attempts to address or assume it has been fully addressed. As steps are taken this week it will better help me get closer to a decision to close the issue, but for now the issue shall remain open.
Sincerely,
***********************Business Response
Date: 09/23/2022
September 23, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: June 17, 2022
To Whom It May Concern:
I have reviewed the additional information provided by Mr. **** ****** and appreciate the opportunity to respond.
Vivint’s record indicates that an appointment has been set up for Septement 23, 2022 to downgrade Mr. ******’s equipment as requested. In addition, his original contract and invoice for the equipment has been emailed to him. Once Mr. ******’s system has been downgraded, Vivint will issue a refund of any equipment returned to Citizen One. Mr. ****** may contact Vivint’s representative directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/27/2022
Complaint: ********
I am rejecting this response because:Tari (Vivint Legal) and Alex have attempted to send me a new agreement, which I am supposed to sign. However, they have still not provided a copy of my original agreement, which I never received. Each time I have tried opening the links of the new agreement that Alex sends me I receive a message that the link has expired. I may not open the link the same day, but the one he sent yesterday I tried opening earlier today and received the mentioned message.
In addition, now that I have not received monthly paper statements from Citizens Pay, in order to be reminded of the due date and making payments on the equipment, as they said they could not process my credit card for payment, they have sent a late payment notice to the credit bureaus. In over 35+ years of building credit my wife and I have never had a late payment with any creditor. Thank you Vivint for this.
This issue is still not resolved.
Sincerely,
**** ******Customer Answer
Date: 10/14/2022
The actions they stated are incorrect. They did send me a copy of a contract, but not mine, meaning signed by me nor providing any detail as to the equipment or services I had agreed to. It was a standard copy for anyone with only an overall price. I have been asking them over and over again for a copy of my original signed copy and they cannot provide it. I need this to compare to the new copy they have provided to compare pricing on what I am paying for now. The new version doors not include the detailed pricing of equipment either. I find it hard to believe that a company as big as vivint does not keep the original signed contracts or even copies. I work in the financial industry and if we could not provide copies of the ORIGINAL agreement to the customer at any time there could be major compliance issues we would need to answer for, along with possible penalties and find to go with it. Whatever you can do to assist in matter, keeping it open until it is fully resolved, would be greatly appreciated.****Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18008190
Complainant:*********************
Vivint Account #: *******
Date of Agreement: June 17, 2022
To Whom It May ***************** have reviewed the additional information provided by Mr. ********************* and appreciate the opportunity to respond.
Vivints record indicates that **************** has been sent a copy of his original Purchase and Services Agreement as well as the new copy of the Purchase and Services Agreement. Vivint records also indicate that a breakdown of original equipment costs and the refund of equipment to the line of credit have also been sent to **************** via email. **************** may contact Vivints representative directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/28/2022
Today they have still not provided me with a detailed invoice that I signed upon agreement to obtain their services. They cannot provide me and have not provided me any type of invoice that shows the detailed line by line items that I agreed to purchase for their equipment. This entire process or concern could easily be resolved by them providing me that list. If they provide me that list along with the new agreement, which they have provided, then we could have this entire thing resolved. However they are still not providing me that list which shows the detailed line by line invoice for each item and the cost associated so that I know that it will add up to the $4000 they originally stated. The amount now would be less than that being they remove 2 pieces of equipment.I need to see that invoice and we could probably have all this resolved in a matter of less than 24 hours.Please let me know what next step you need me to do in order to help this move along. I don't know that there is much more I can do as this is all upon them to resolve. If this cannot be resolved within the next few days the only other option that I believe I have is to turn this over to the department of consumer affairs along with writing a letter to their CEO and president as well as their board of directors. As it does not appear that I'm able to get anything accomplished through their legal department which is who has been involved in the correspondence in the past couple of months.Thank you, ***********************Business Response
Date: 11/29/2022
November 29, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18008190
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 17, 2022
To Whom It May ***************** have reviewed the additional information provided by Mr. ********************* and appreciate the opportunity to respond.
Vivints record indicates that a copy of Mr. ******* old and new agreement as well as an invoice breaking down the total cost of his equipment have been sent 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 LegalCustomer Answer
Date: 11/29/2022
Complaint: 18008190
I am rejecting this response because: Here is the email response I have provided to the company and cc'd the BBB: Tari, what you have provided is a new list of the equipment along with pricing that your office has just typed up to appease me. I would like to see a copy of the original list that I signed, which your office has indicated you have lost. I don't believe the cost you are providing on this list you attached in your most recent email reflects the price that I agreed upon.
I was never told anything by any sales rep that there would be a Vivint Starter Kit for the price of $1799. In fact when both sales people spoke with me, they both indicated the initial set up (starter kit) would be free. Again, this is why it is so important I see the original copy of what I agreed to. Maybe this is why Vivint has lost my contract/agreement due to the fact the sales team members possibly made such a big mistake in the pricing they offered and now Vivint is trying to cover it up.
Again, I ask you to please provide me a copy of the original or do something to make this situation right.
ToddThis is after they provided me with a typed up list of costs they are now piecing together, and still have not, nor can they provide me with, a copy of the original agreement, possibly for the reason I indicated. I think Vivint needs to make they right some how. I think the way the company works if much more shady than what I was originally told about Vivint. I was thinking I was getting into an agreement with a very reputable company. Now I am finding I am not.
Sincerely,
*********************Initial Complaint
Date:09/10/2022
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.
Details:Date of transaction: 18Aug2022 Amount of money: $3,500 Business commitment: Security Service Dispute: Faulty equipment, unresponsive service, false advertising Contact history with business: Several attempts to call all given numbers ended in being disconnected or hung up on. The mobile app doesn't provide any help. Calls were made daily starting on 20Aug2022 to no avail.Account/Service Number: S9430101Business Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18007327
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: August 18, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint ****************** states that he has been provided faulty equipment, there has been false advertisement, and Vivint has an unresponsive service. ****************** desires cancellation.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has provided a technician free of charge to go out and resolve the system issues of ******************. If ****************** should continue to have issues with the service/system Vivint agrees to work with him on a resolution to the situation.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on August 18, 2022. Records indicate that ****************** is having issues with connecting older equipment to his current Vivint system. Vivint records indicate that a technician is being sent to connect the addition devices that ****************** is having issues with connecting to the system.
Vivint has provided a technician to resolve all system issues. ****************** 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 Legal
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