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:09/09/2022
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 canceled a service and sent the equipment back. They continue to charge me a monitoring fee for something that I dont have. Spoke with them several times about the problem. I gave them the tracking #. I also told them that the cost of the system have been paid for. If they didnt get it! I just need them to cancel.
Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18005345
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: April 4, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she has cancelled the service and sent the equipment back. She states she continues to be charged monitoring fees. ****************** states she has provided the tracking number and that the equipment has been paid for. ****************** would like the account to be cancelled. ****************** desires a refund, billing adjustment and no further contact by the business.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers to provide cancellation of the account and to waive any associated fees upon receiving confirmation of equipment pay off or the tracking number to show proof of shipment.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on April 4, 2022. This agreement has a term length of sixty (60) months. Vivint records show no proof of a tracking number or that the equipment has been received. Records also indicate that a tracking number has been requested multiple times.
With the above listed information Vivint offers to provide cancellation of the account upon receipt of confirmation of the payoff of the 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: 09/18/2022
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.
Sincerely,
*******************************I do not agree with the merchant. The merchant have charged 2 payments of $150. Plus $51 a month since April the equipment was only$300. So they claim for monitoring. In which the equipment was never open and sent back immediately. Im dissatisfied with the outcome.
Initial Complaint
Date:09/09/2022
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.
Charged ***** for monitoring fee in sept System has been inactive since July Tried talking to someone to get resolved was told someone would call back still havent received call back Notice of cancellation was accepted in julyBusiness Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18003345
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: April 25, 2016
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, Mr. ******** explains that their system has been inactive since July, but they were charged $27.06 for monitoring in September. Mr. Barefoot desires a refund.
A legal representative from Vivint has attempted to contact Mr. Barefoot via email and phone to resolve his concerns. Vivint agrees to cancel Mr. Barefoots account and issue a refund of all payment taken after July 5, 2022. Mr. Barefoot 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: 09/19/2022
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:09/09/2022
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.
Vivint Field Agent **************** informed my wife and I that would not be under any contract and could cancel anytime. **************** stated as he helped himself into our home and begged for food as he told us that he needed to run my social security number to see what price I would have to pay each other. I clearly asked him if this was a soft or hard inquiry and if it is hard I didn't want nothing to due with it. He ensured us that it was not an we could cancel at anytime. We have made three different appointments with them in the first two weeks after being installed, each time they wait until the time of arrival to call not the tech but someone from Vivint and say we are sorry but we are going to have to reschedule your appointment but wants to charge a service charge for their equipment they installed wrong. I travel for a living and have had to miss days of work due to them not being a credible company, very very crappy customer service and the very long 2 hour hold time. Until today 09/09/2022 which is about two months later when I informed them I am done and they can come get their equipment, is when I found out I was under contract and was lied to I never signed any paperwork and clearly he generated a computer signature without my knowledge. I feel like they need to cancel whatever contract and pick up their equipment and fix the holes that they informed me that wasn't going to be in my landlords property.Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18003136
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: July 21, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that the sales representative told him there would be no contract and that he could cancel at any time. ****************** states he was ensured there would be no hard credit check. ****************** states he had to make three (3) different appointments within the first two (2) weeks of installation and that the appointments were cancelled and rescheduled every time. ****************** states that on September 9, 2022, he informed Vivint that he no longer wanted the service and wanted the equipment picked up, at which point he states he was informed of being in a contract. ****************** states he never signed any paperwork and that his computer signature was generated without his knowledge. ****************** desires cancellation of the contract.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers to provide a full cancellation of the account. A Vivint technician will need to remove all Vivint equipment from the home. Upon receipt of the equipment Vivint will cancel the account and provide a full refund of all payments made to Vivint and closure of the equipment line of credit.
Vivints records indicate that ****************** participated in a recorded preinstallation survey on July 21, 2021. In this survey ****************** agreeing to the sixty (60) month term of the Purchase and Service Agreement (Agreement) as well as agreeing to having the opportunity to review and sign the agreement.
Despite the above listed information Vivint offers full cancellation of the account. ****************** 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: 09/15/2022
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:09/09/2022
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.
After buying the equipment for $1,165.00 Vivint still wanted to charge me $59.00 monthly while I was told that my bill would drop significantly if I purchased the equipment versus monthly payments. I spoke with a representative who brought my monthly bill down to $41.95 and then told me that I qualified for a bill reduction of $24.99 like other Vivint customers who have paid off their bill because the equipment was paid in full, but could not apply this amount until next year and making a request. I called Vivint and asked them why the reduction could not be made now especially because I paid for the equipment in full. Why am I not getting the same price cost as their current customers who paid for the equipment in full? Why do I have to wait a year?Business Response
Date: 09/19/2022
September 19, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18002567
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 8/19/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states she paid off her equipment and requests a lower monthly rate.
Vivints records indicate that **************** original account was sent to collections on February 27, 2019 due to non-payment. On August 19, 2022, ************** opened a new account with Vivint. The new account was soon cancelled because **************** other account is in collections.
In order for ************** to receive the monthly rate of $24.99, ************** must pay off her original account. After ************** pays off her original account, Vivint will reinstate her new account with a lower monthly payment of $24.99 out of goodwill.
A representative from Vivint has contacted ************** via email. If ************** would like to take advantage of this offer, she may contact the representative.
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: 09/27/2022
In response to Vivint, In 2019, I called Vivint and requested that my account, which I was told was not under contract, be closed because I could no longer afford it after becoming unemployed. I filed for bankruptcy. Vivint did not reach out to me in 3 years indicating that I owed money to them. In August 2022 a Vivint rep came to my door and told me so many lies, especially a lie about my previous service with Vivint. I told him that I had been a previous customer of ********************** but closed my account due to circumstances. I also asked him if would that interfere with a new acct. because they never came to pick up the old equipment. He told me No!! My old account would not affect my new acct, and it was 3 years old. So why did I purchase equipment for over $1,000.00 in order for me not to have service on it? That would not make any sense at all. Vivint replied to me. Vivint is trying to make it look like the request for a price reduction was the problem when it was not. The problem came after the fact when Vivint discontinued my services one week after purchasing the equipment. Now I have purchased equipment with no service. Really? Vivint has since decided I am quite sure because I had a 30-day trial period for cancellation to refund me the money for the equipment and to pick up the equipment out of good faith. I would beware of this company because of the false promises that are made before the purchase of equipment, and awful customer service. Just think if I did not keep the 30-day trial notice I would have been stuck with $1000 worth of equipment that was useless to me unless I paid what Vivint claimed I owe them from 3 years ago to gain services. How can you respect a company like this one? I am an honest American citizen who will not let companies like this one abuse me. Why allow me to open a new acct before addressing the old one and take $1000 from me, and disconnect my service a week later?Business Response
Date: 10/03/2022
October 3, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18002567
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 8/19/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivint has scheduled a system removal appointment for October 25, 2022. ************** will receive a full refund for the equipment cost and service fees paid thus far.
Additionally,Vivint has removed **************** previous account with Vivint from collections.If ************** has any further questions or concerns, she may contact the representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/04/2022
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:09/08/2022
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.
I have called to inquire about a product, the "smart drive v2" on a recorded line we agreed on a price initially for $******. I called back in a week to confirm my order and price and was told it will take awhile to ship. ********************************************************************************************************* the original amount, I again said the lady quoted me ****** and after *************** they said they will charge me ******. Currently I am looking at my statement and I see a charge for $350. The amount of money is not the issue its the principal and lying. I have talked these people multiple times on a recorded line and what they said and what happen was different.Business Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18001869
Complainant: *******************
Vivint Account #: *******
Date of Agreement: June 5, 2021
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ******** to resolve his concerns. Vivints record indicates that this issue has been resolved to Mr. ********* satisfaction. Mr. ******** 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 LegalInitial Complaint
Date:09/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My family and I recently purchased and had Vivint Smarthome system installed for our brand new home during February 2022. Our front door camera stop working 2 weeks ago. We reached out the customer service line on several occasions only to be redirected or placed on hold. On September 7, 2022 at 8:11 p.m. and 10:41 p.m. , two representatives from Vivint stated during a phone conversation that we were issued outdated and faulty equipment. We were also told it would need to be replaced for a additional fee. When requested to speak with a manager, my request was denied. I expressed my concern for my familys safety due to the negligence and false advertisement from the Vivint sales representative and technician. On September 8, 2022, 9:04, I spoke with a representative from the Customer Royalty Program to discuss my concerns and cancellation due to be provided faulty equipment on the day purchase. The representative stated the reason why I was provided a faulty doorbell camera due to the item being free during install. After voicing my disappointment and concerns with the services and the integrity of the organization, I requested to be released from my contract due to Vivints failure to render services as stated in the install agreement. The Vivint Customer Royalty stated I could not be released out my contract without penalty although I was provided misleading information and faulty equipment. The representative stated I must pay the equipment fee for the inoperable equipment and 50% of the service agreement to be released. I requested to speak with supervisor again and was not granted the opportunity. I am requesting to be released from my Vivint contract without penalty or fees, removal from my credit report, and return all inoperable equipment to the company.Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18001702
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: February 22, 2022
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her complaint, ************************ states that her front door camera stopped working two (2) weeks ago and she had to call customer service several times only to be placed on hold. September 7, 2022, two representatives told ************************ that she was issued outdated faulty equipment and to replace it there would be an additional fee. September 8, 2022, ************************ states she spoke with a member of the customer loyalty team to discuss her concerns and cancellation due to being provided faulty equipment during the installation. ************************ states that representative states she was provided faulty equipment because it was free. ************************ states she has requested to be removed from the contact and was told she must pay off the equipment and 50% of the contract to be eligible for cancellation. ************************ desires cancellation and correction to a credit report.
A Vivint representative has attempted to contact ************************ via email in efforts to resolve this matter. Vivint has provided ************************ a free upgraded camera that is being shipped to her. Vivint has offered a free technician to install the camera and two (2) free months of service.
Vivints records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on February 22, 2022. In section 3 of this agreement, it states that Vivint does not warrant that the system will always detect or operate properly. Vivint records indicate that Vivint has provided a free upgraded replacement of the faulty doorbell camera.
Vivint has offered the above listed resolution. ************************ 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: 09/15/2022
Complaint: 18001702
I am rejecting this response because:As discussed with the Customer Royalty Rep, I do not wish to move forward with Vivint services due to being provided faulty equipment at initial installation and unethical business practices. I would like to be released from contract.
Sincerely,
*************************************Business Response
Date: 09/20/2022
September 20, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18001702
Complainant: *************************************
Vivint Account #: *******
Date of Agreement: February 22, 2022
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her rebuttal ************************ states that she does not wish to move forward with the services, due to being provided faulty equipment at installation. ************************ desires to be released from the contract.
A Vivint representative has spoken with ************************ via email in efforts to resolve this matter. Vivint has agreed to provide cancellation and to waive any remaining fees associated with the Vivint contract and equipment line of credit. A technician has been scheduled to remove the Vivint equipment from the home.
Vivints records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on February 22, 2022. In section 3 of this agreement, it states that Vivint does not warrant that the system will always detect or operate properly. Vivint records indicate that Vivint has provided a free upgraded replacement of the faulty doorbell camera.
Vivint has offered the above listed resolution. ************************ 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: 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:09/08/2022
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 subscribed to the monitoring services provided by Vivint in 2019 with the assurance from the salesperson that there is no contract required but if we discontinued the service we would still have to pay for the equipment, which we understood. We moved from the rental house in ************ in June 2021 into an apartment. When I called to informed them that we would no longer need monitoring service, they then informed us the we have to fulfill the contract along with the equipment. They gave us a deferment of services until August 2022. We are not in a position to move (cost of living in ******, **), so we will remain in the apartments. They were willing to decrease the monthly payment to ***** for 24 months, which would be added onto the contract with a remaining *************************************************************************************** the beginning by their sales people we would have remained with our previous company. I believe that it is unfair to deceive customers for monetary gain.Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17936636
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 8, 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 could cancel at any time. ************** states she was told she would have to pay a buyout for the remaining monitoring Agreement and the equipment financing. ************** states they moved and are not able to install the equipment. ************** desires a billing adjustment.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is willing to work with ************** regarding cancellation of the Vivint monitoring 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 August 8, 2019 with an initial term of sixty (60) months. Vivints records indicate that ************** received equipment financing at this time as well. Vivints records indicate that ************** contacted Vivint in June 2021 about cancelling her account and was informed of the buyout and equipment financing. Vivints records indicate that Vivint placed ************** account on a twelve (12) month deferment. Vivints records indicate that ************** contacted Vivint in May 2022 about cancellation of her account.
Vivints representative is willing to assist. ************** 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: 09/15/2022
Complaint: 17936636
I am rejecting this response because: I have recently contacted Vivint and was told by the representative after she spoke with her supervisor, that I could not get another extension but I could pay the ***** instead of the ***** monthly fee for additional time that would be added to the current contract. My problem is the salespersons that told us that there is not contract ( in the beginning) and the only obligation would be for the equipment. I still maintain that we were falsely informed about Vivints services.
Sincerely,
***********************Business Response
Date: 09/21/2022
September 21, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17936636
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 8, 2019
To Whom It May ********************** her rebuttal, ************** states that she recently contacted Vivint and was told she could not cancel but could pay a lower monthly fee. ************** states that the sales representative initially told her that there would be no contract for the service, only for the equipment. She maintains that she was falsely informed about Vivints services at the time of sale.
A representative from Vivints legal department has reached out to ************** via email in order to assist. To resolve this matter, Vivint has canceled **************** service Agreement without penalty as of September 18, 2022. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints representative has also sent **************** feedback regarding her experience with the sales representative to sales management. Vivint apologizes for any miscommunication and has canceled **************** service Agreement without penalty as she requests. ************** has no further obligation to Vivint but will remain responsible for her equipment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/08/2022
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.
We called to cancel our service since we have had issues with the equipment and our contract was up. They indicated that they could upgrade our system and only have to pay for the additional camera we wanted if we agreed to continue the monitoring services. The technician came today and asked for a payment of over $600 for the equipment, which was not just for one camera, and said that we had to pay for the new panel and all the new equipment since ours was not compatible with the new panel and software (even though during the call they assured us our camera would work with the new panel). We told the technician that we were not going to pay for the equipment and to not install anything since we were told it would be free (except for the additional camera). The technician said we were lied to by the customer service person in order for them to get the commission on the contract to keep the monitoring service and this is not the first time he has heard of this. We will be calling to cancel the monitoring and having another company install an actual security system that works. I expect to be released from the contract for monitoring as we were lied to about the equipment being provided to us as an upgrade for customer retention and any charges to be refunded.Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17933713
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 11, 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 agreed to provide a $250 credit to the account. ****************** 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: 09/15/2022
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:09/08/2022
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.
VIVINT'S EQUIPMENT DOES NOT WORK. THEY SENT OUT MANY *****. THE LAST ONE SAID "MY EQUIPMENT IS BEING REMOVED BY THE ***** FROM ALL HOMES BECAUSE THEY DON'T WORK WITH THE NEW VIVINT SOFTWARE/UPDATES. I NEED NEW CAMERAS, A SPACE MONKEY, AND A NEW PATIO SENSOR INSTALLED BY A QUALIFIED TECHNICIAN AT NO CHARGE." HE SAID HE "WOULD PUT IT IN HIS NOTES". WHEN THEY SENT HIM OUT, ONE OF MANY *****, HE DID NOTHING BECAUSE HE SAID HE COULDN'T. VIVINT CONTINUES TO BILL ME MONTHLY FOR A SERVICE I DON'T HAVE. IT WILL NOT ARM. IT WILL NOT RECORD ACTIVITY. I HAVE A SECURITY SYSTEM FOR MY PROTECTION!Business Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17933698
Complainant: *****************
Vivint Account #: *******
Date of Agreement: December 27, 2016
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. Vivint is willing to send a technician to **************** home at no cost to resolve her equipment concerns or cancel her account without penalty. ************** 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 LegalCustomer Answer
Date: 09/16/2022
Complaint: 17933698
I am rejecting this response because: They keep sending techs out who do nothing and say Vivint updated their software so the equipment I have does not work. What a shadey company to take your money, waste your time, and then bail on you. No wonder they have a 1 star rating.
Sincerely,
*****************Customer Answer
Date: 09/16/2022
My middle ground is that they provide me with their equipment that works on their system.Business Response
Date: 09/23/2022
September 23, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17933698
Complainant: *****************
Vivint Account #: *******
Date of Agreement: December 27, 2016
To Whom It May ***************** have reviewed the additional information provided by ********************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Vivint is willing to send a technician to **************** home at no cost to resolve her equipment concerns or cancel her account without penalty. ************** 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 LegalCustomer Answer
Date: 09/26/2022
Complaint: 17933698
I am rejecting this response because: nothing has been fixed. But Attack has been scheduled for this Thursday. They blew me off last week. So who knows.
Sincerely,
*****************Initial Complaint
Date:09/08/2022
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.
Vivint knowingly lied about what the ********** law was when trying to sell it's security system. The sales rep stated that it was ********** law that the **** had to arrive in 2 minutes when called about a home invasion. Unfortunately I did have a home invasion when I was home with my 3 month old baby. I was hiding in the closet with my child and the police did not arrive for over 10 minutes. When called about this lie, vivint said there was nothing they could do. They would not allow me to cancel my subscription early even though we had entered the contract under false pretenses. After my 5 year contract was completed, I called over the weekend about cancellation and was told that I had to cancel by this Friday not to get charged for an extra month. Again this was a lie. When we tried to cancel during business hours, I was transferred to 2 different people. And finally they told us I had to write a written request and after that was received then the service would be canceled in 30 days. I would then be charged for an extra month even though I was told over the phone that I could cancel by this Friday. This is a horrible company who would lie to its customers for money and not even care about the one thing they are supposed to provide, security. I would like that they immediately cancel my subscription as told they me they could over the weekend.Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17933182
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 12, 2017
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 by the sales representative when she signed up with Vivint. She further explains that she was also lied to about cancellation at the end of her 5 years contract. ********** desires cancellation of her account
At this time, Vivint agrees to cancel Ms. **** Agreement without penalty.
Vivints records show that ********** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $39.99, and total equipment fee of $903.26, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ********** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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