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.
- 2,759 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:09/05/2022
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 was sold an alarm system by Vivint by what seemed to be a very nice gentleman. He sold me the stars to get me to buy the system and now Im getting crucified by Vivint. ****** told me that it was MONTH to MONTH and that I could move anytime I wanted for FREE!! I could move for free even if it was 10 mins down the road. I said this was important because we were getting a bigger house in the very near future. He assured me I would taken care of since I was paying full price for the equipment. Additionally, he told me it was month to month. I wanted to be very clear about this because I hated contracts for security systems. I was under one and I HATED the company I was with so switching to a new company was very appealing to me. On 5 Sep, I called Vivint to move and Im being told it will be a total of $300 to move the service. I told the representative what I was told and what information I was giving prior to purchasing equipment with then. He said Im sorry for the misunderstanding but it will be $300 to move service. I said that it wasnt a MISUNDERSTANDING is was false information that deceived me into buying equipment totaling over $3500!!! So I wanted to cancel my service and told them to come get their equipment and I wanted to go our separate ways. He proceed to tell me I would need to pay off the rest of my equipment in order to do that which is around $3000 now. I said I didnt want the equipment! I refuse to pay a cancellation fee for a contract I didnt sign up for. I was told not one but two false pieces of information which led to me purchasing this equipment. This is asinine that a company would treat customers this way and I want to cancel service and go our separate ways and I will be a happy camper and pretend this never happened.
Business Response
Date: 09/14/2022
September 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17919828
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: April 26, 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 pull the equipment, provide cancellation of the account, equipment loan, and will 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: 09/14/2022
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,
*******************Initial Complaint
Date:09/04/2022
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 are having an issue with the business as they promised us a 2-week trial of their service. I decided to try their services that was a big mistake that I made back on June 2022. They did not have all the equipment that was promised for the trial at that point" they ran out". I have received a call from a customer service representative and I was informed that equipment was not going to be available until approx mid-July, 2022; and to 9/4/2022, I'm still waiting. I have informed that the only camera that was installed was not properly installed and I have no signal; customer service representative informed me that a technician would come and check the installation, I informed the customer service representative that I did not want the service, and they need to remove the only equipment installed and leave as it was with my previous service provider; suddenly a "dropped called" ended the conversation. Since mid-June I've been trying to solve this situation with Vivint, and Fortiva (the equipment finance company) called me to collect payment for a service that has not been installed, I was informed that I needed to return the equipment or return it, and pay an early cancelation fee for equipment and service that I have not received. Since then, many calls that end o "dropped" ending the call on unsuccessful cancelation processes; the stall time has led me to a late cancelation that I now have to pay. My credit has been affected by Fortiva since I have a late payment, I need this issue to be solved immediately. I do not want their services. How can I trust someone with my home's security when they clearly have lied to me. I need this issue resolved as I am not willing to pay years of service for a system that does not work properly and has not been installed at all, customer service is terrible, and I do not have the equipment that I'm being obligated to pay for.Sales representative and customer service have lied to me about the trial duration just to meet hisBusiness Response
Date: 09/14/2022
September 14, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17918709
Complainant: *******************
Vivint Account #:*******
Date of Agreement: 5/26/2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ explains that she has not received all of the equipment she was promised. As such, she requests cancellation of her account.
At this time, Vivint is willing to cancel and refund ************** account and loan upon receipt of the equipment. A representative from Vivint has contacted *********** via email to schedule a system removal appointment.
However,it should be noted that Vivints records indicate that prior to the installation of any equipment, ************ completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that *********** completed the required Pre-Installation Survey on May 26, 2022.
During the recorded Pre-Installation Survey, ************ represented that she understood and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $61.47,plus any applicable taxes, during that term. Further, ************ represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on ************** representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Despite the information mentioned, Vivint agrees to the resolution above.
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: 17918709
I am rejecting this response because:Thank you for your prompt response, what a pity that I had to use this medium to solve this problem. If it is true that they show you a pre-verification system, which is not very clear, you should work on it, and the sales representative should be clear and not say that it is just "in case I decide" to keep the service" You should also clarify that the monthly services fee of $61.47 does not include the more than $100 for the equipment, until you realize the account arrives by mail from Fortiva.On Sep14, 2022, *****************, a legal representative contacted me via email and answer the following:
Thank you for your email
Any day is good for me just let me know your availability, I can make myself available or assign someone to be at home. We do not have a system meaning no ring, no fire alarm, no monitoring system.
I dont have a security system at all. Please send me an email confirmation that specifies:
my old system will be installed as it was before your trial
my credit wont be affected by this poor service
Fortiva needs to be advised and my account will be closed on good terms and the negative remark is removed.
No charges or penalties will be applied to me.
Once again thank you for reaching out to me. Looking forward to working with you on the resolving of this urgent matter.
I need this matter to be finalized at soon as possible since I don't have a security system
Sincerely,
*******************Business Response
Date: 09/21/2022
September 21, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17918709
Complainant: *******************
Vivint Account #:*******
Date of Agreement: 5/26/2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
Vivint has scheduled the system removal appointment. ************** Fortiva loan will be forgiven and cancelled. ************ will receive a full refund from Vivint and Fortiva within **** business days. Vivint is not authorized to install another companys equipment, however, Vivint would be willing to reimburse ************ for the reinstallation.
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: 09/23/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. If terms before mentioned are not satisfied by Vivint, I will contact.
Sincerely,
*******************Initial Complaint
Date:09/04/2022
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 currently a vivint customer since June, 2022. Everything was perfect until know. On Sept. 1, 2022, my lights went out causing the panel to turn black. I called Vivint and they conducted trouble shooting but, to no avail. They made an appointment for a technician to come to my home to repair the problem but, no one showed. Additionally, I called Vivint again and they informed me that another appointment was made but, still no one showed. On the next day, another appointment was made, but no one showed, on Friday, they informed me that another appointment was made, but when I called to verify, the representative informed me that no appointment was set. Today, is Sept 4th and I am currently on the phone with a rep from Vivint and he informed me that I needed to cancel service because the next appointment is two weeks out. This is the most insane customer service that I have ever endured. I should have stayed with HomePro.Business Response
Date: 09/13/2022
September 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17541971
Complainant: *****************;
Vivint Account #: *******
Date of Agreement: June 21, 2022
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently to contacted ************** 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 LegalCustomer Answer
Date: 11/02/2022
For the past two weeks, i have been calling Vivint concerning the improper installation of my alarm. I've only had the service for four months and the alarm door does not ring, the panel is always black the alarm trips every time around 4. We keep having the police to visit. I have been calling but end up with persons from a foreign place that speaks broken English.Business Response
Date: 11/08/2022
November 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17541971
Complainant: *****************;
Vivint Account #: *******
Date of Agreement: June 21, 2022
To Whom It May ***************** have reviewed the additional information provided by ********************* and appreciate the opportunity to respond.
Vivints record indicates that a technician was sent to Ms. ****** home on September 7, 2022. The technician indicated that Ms. ****** system had no issues upon arrival. The technician also advised that ************** gets internet in her home.
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 $2,706.23, plus applicable taxes, during that term.
A legal representative from Vivint has recently contacted ************** to resolve her concerns. ************** may contact Vivints customer care to determine the cause of her equipment concerns before another technician can be sent to her home. ************** 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: 11/08/2022
Complaint: 17918566
I am rejecting this response because: The person that called me was very rude didnt listen to me and they claim that my line hug up when I talked to a representative but she didnt want to listen that I spoke to a ***** and a **** who conveyed that the system was not installed correctly. Yes, when the last technician came I didnt have Wi-Fi but, the system is setting itself, tripping and causing the police to come over, the system at time does not want to stay connected, the cameras stays off line. I was told that by those two technicians that they were going to send someone out but never did! The lady stated that I made multiple BBB reports but according to BBB records, there were only two complaints! Please advise
Sincerely,
*****************Customer Answer
Date: 11/08/2022
What clarification is needed?Customer Answer
Date: 11/09/2022
I have converse with a Representative at Vivians. She conveyed that she will not send anyone out to repair my al. Ive expressed my concern with but to no avail! Today, I phoned Vivint I was advised that the alarm needed to be replaced. The admin is not working properly and the alarm continues to set itself!Initial Complaint
Date:09/03/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a customer of ********************** Home ********************** for 13 years. During that time, I have paid over $1200.00 to them for the equipment installed in my home. When I called yesterday to ask to return a doorbell which has never worked properly and for which I have paid $5 per month for the privilege of NOT using, I was told that I had only 30 days to return it. I was not told that when they shipped me the doorbell, and I had to pay an outside electrician to install it. The sound of the doorbell is so faint that I cannot hear it, since the chime is located in the panel box, two rooms away and behind a door.I told them that I wanted to cancel my service, and they said that they would not cancel it unless I pay them an additional $650.00. They will continue to charge me for monitoring the service, even if ADT installs their own equipment, and I will also have to pay the $5 per month for the doorbell "use."I feel that I have not been fairly notified of their policies, and that after 13 years of payments, they have no right to charge me $650.00 to cancel. I am 86 years old, and this has caused me extreme distress. I would greatly appreciate anything that you can do to help me resolve this issue and to cancel my service with Vivint without penalty.Business Response
Date: 09/13/2022
September 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17915653
Complainant: **********************************
Vivint Account #: *******
Date of Agreement: January 10, 2020
To Whom It May ***************** have reviewed the information provided by ************************** and appreciate the opportunity to respond.
In her complaint, ************************** states that she requested to return a doorbell that has never worked properly. ************************** states she was told she only had a thirty (30) day return period. Ms. ***************** the sound of the doorbell is so low she can not hear it. She states she requested cancellation of the services, and she was told she must pay an additional $650 to cancel. ************************** desires cancellation without penalty.
A Vivint representative has attempted to contact ************************** via email in efforts to resolve this matter. Vivint offers to provide cancellation and waive the remaining monitoring contract and associated fees. ************************** would remain responsible for the remaining equipment balance.
Vivints records indicate that ************************** signed a Purchase and Services Agreement (Agreement) on January 10, 2020. The term of this agreement is sixty (60) months. The contract ends in January ****. Records indicate that the agreement states that Vivint does not warrant that the equipment will always operate. Vivint has provided a technician to resolve the issues with the camera, and completed troubleshooting over the phone.
With the above information Vivint offers to provide cancellation of the Vivint agreement. ************************** 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: 09/21/2022
I would like to know what they think that I still owe, after completely paying for the $1200 in equipment that was installed. I would like to end my association with them. Thank you for your assistance.Business Response
Date: 09/27/2022
September 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17915653
Complainant: **********************************
Vivint Account #: *******
Date of Agreement: January 10, 2020
To Whom It May ***************** have reviewed the information provided by ************************** and appreciate the opportunity to respond.
In her rebuttal, ************************** states that she has already paid off the equipment. ************************** desires cancellation without penalty.
A Vivint representative has attempted to contact ************************** via email in efforts to resolve this matter. Upon receipt of a confirmation of payoff for the equipment Vivint agrees to cancel the account and will waive any associated fees.
Vivints records indicate that ************************** signed a Purchase and Services Agreement (Agreement) on January 10, 2020. The term of this agreement is sixty (60) months. The contract ends in January ****. Records indicate that the agreement states that Vivint does not warrant that the equipment will always operate. Vivint has provided a technician to resolve the issues with the camera and completed troubleshooting over the phone. Vivint records has shown that a confirmation of payoff for the equipment has been requested.
With the above information Vivint offers to provide cancellation of the Vivint agreement. ************************** 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: 09/27/2022
Complaint: 17915653
I am rejecting this response because: I have not received any emails concerning what Vivint expects me to pay for the defective doorbell, in spite of my repeated requests. Upon receipt of this information, I will attempt to satisfy their charges, as I would like to end this matter. I would then expect a letter removing any liability on my part and a cancellation of my account. Thank you for your assistance. I am sending a fax with my request to Vivint, since no phone number or email address was furnished.
Sincerely,
**********************************Business Response
Date: 09/28/2022
September 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17915653
Complainant: **********************************
Vivint Account #: *******
Date of Agreement: January 10, 2020
To Whom It May ***************** have reviewed the information provided by ************************** and appreciate the opportunity to respond.
In her rebuttal, ************************** states she has not received any notification of what is owed regarding her equipment. ************************** states that she will attempt to satisfy Vivints request, as she would like this matter to end. ************************** would like cancellation of her account.
A Vivint representative has attempted to contact ************************** via email in efforts to resolve this matter. ************************** must contact ************* to discuss the amount that is remaining for her equipment. Upon receipt of a confirmation of payoff for the equipment Vivint agrees to cancel the account and will waive any associated fees.
Vivints records indicate that ************************** signed a Purchase and Services Agreement (Agreement) on January 10, 2020. The term of this agreement is sixty (60) months. The contract ends in January ****. Records indicate that the agreement states that Vivint does not warrant that the equipment will always operate. Vivint has provided a technician to resolve the issues with the camera and completed troubleshooting over the phone. Vivint records has shown that a confirmation of payoff for the equipment has been requested. Records show that the equipment has been functioning properly.
With the above information Vivint offers to provide cancellation of the Vivint agreement. ************************** 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: 09/30/2022
Yes, we can close it now. Thank you so much for your help! I really appreciate all that you did.
**********************************
Initial Complaint
Date:09/03/2022
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.
Sales Representative ****** sold us equipment and had us change from ADT to Vivint. He quoted us one price had us take out a loan from Fortiva and we were then billed another price for the equipment. I called and text him many tines to resolve this. He claimed he had it resolved back 7/17/2022. After speaking to ******* Customer vCare Unit at least 3 x and all the reps promising that would work with ******* to have this bill fixed nothing. I have text message showing what my bill should be I forwarded to *************************************** at customer care and he promised he would get this resolved nothing. I called back a few weeks later and was transferred to ************* all the notes are in the system and the text messages with the new billing from ***************************, and this rep said give them 72 hours and 3 weeks later my bill is still the same. I need help resolving this billing issue to reflect the correct amount. We are paying on this bill each month and it is not correct. The correct billed amount should be $2518.95 not what they have as a billed credit amount with Fortiva. We have already made three payments to Fortiva and still no correct and our balance is still $3804.07Business Response
Date: 09/12/2022
September 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17915517
Complainant: ***********************************;
Vivint Account #: *******
Date of Agreement: June 18, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ************************************ and appreciate the opportunity to respond.
In her complaint, ***************************** explains that she was quoted a different amount by the sales representative and billed another price for the equipment. She further explains that she has been trying to get it resolved and was promised it was done on July 17, 2022. ***************************** explains that the bill has not been adjusted to reflect what was promised.
A legal representative from Vivint has attempted to contact ***************************** via email and phone to resolve her concerns. Vivint agrees to adjust the billing to reflect what was promised and has sent a request to this effect. ***************************** 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:09/03/2022
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 a doorbell camera that was installed in the wrong spot. For weeks I have been trying to get them to correct where it was installed. 3 appointments have been scheduled with a tech to come out just for the **** to no show the appt each time without saying a word, which is absolutely ridiculous. I have taken time off work each time so I've now lost a total of 12 hours of paid time which is $515.67. This is unreal that I'm being blown off by the tech due to his original error. Why am I paying for your services when I cant even get the camera installed in the correct location?Business Response
Date: 09/13/2022
September 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17915333
Complainant: *****************
Vivint Account #: *******
Date of Agreement: August 4, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that he has scheduled appointments to relocate his doorbell, but they have not taken place. ************ states that he has taken work off to attend. ************ desiresa billing adjustment.
A Vivint representative has reached out to ************ in order to assist. Vivints records indicate that as soon as the necessary part is available, Vivint will work with ************ to schedule an appointment to relocate his camera. Vivint has credited ************** account for five (5) months of service. ************ may contact Vivints representative if he has any questions or concerns regarding this matter.
Vivints records show that ************ signed a Purchase and Services Agreement on August 4, 2022. Vivints records show that ************ contacted Vivint in August 2022 to schedule an appointment to relocate his camera. Vivints records indicate that a part is necessary to relocate the camera and an appointment will be scheduled when the part is available.
Vivints representative is willing to assist. ************ 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 LegalInitial Complaint
Date:09/03/2022
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.
Mid-Late May: ********* VIVINT smart home devices and entered into contract to pay for devices and home monitoring.1 July: began to notice that VIVINT panel began to be inconsistent in its audible announcement when announcing that a door was open/close 27 Aug: noticed a/c did not turn on to adhere to temperature set by VIVINT smart thermostat. - Contacted VIVINT. Call recorded by Vivint. Representative walked me through several steps with the panel and thermostat to attempt to diagnose/correct issue inconclusively. - Vivint Rep said that a rep would be out to attempt to fix the issue in the next week. Upgraded to urgent and the next few days when I informed them there was a baby in the house and that it needed to be as soon as possible as ******* in NC are extremely hot. - Vivint never contact me or showed up.1 Sep - Wife contacted Vivint. Call recorded to contact Vivint. Wife informed them that no one contacted us or showed up. Rep said that previous rep left no notes indicating upgrade to urgent status. Rep informed us they would upgrade to urgent and get someone out to us on Sep 3-5. Their scheduling team would call us back within 24 hrs to set up exact date.Current: Vivint scheduling still has not contacted us.Business Response
Date: 09/13/2022
September 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17903507
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 24, 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 provide cancellation of the account and waive the remaining contract and equipment 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: 09/13/2022
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.
The original response from the Vivint Legal Rep to set an appointment and provide a $150 credit, was not satisfactory due to the fact that they waited 10 days after the original BBB complaint to reach out concerning an A/C control issue in the summer. However, after relaying this, and the desire to cancel completely, the Vivint legal department did respond satisfactorily, offering to cancel. If their technicians arrive on a day/time requested, and we are not charged anything else, then this complaint is satisfied.
Sincerely,
***********************Initial Complaint
Date:09/02/2022
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.
8-2-22 Amount with drawn ****** I returned merchandise for refund and never got my refund. The original withdrawal was on 7/27/22. Once I called the money was returned initially. On 8-2-22 it was taken out of my bank account without my knowledge or permission. For the last 5 weeks I have been promised a refund and assured it we be redeposited in my account to no avail. I feel this is theft because my money was returned and then stole out my account. I have talked to several supervisors and employees of this company who all have lied and made false claims of processing my refund. The equipment was returned 7-29-22.Business Response
Date: 09/12/2022
September 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17901812
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 1, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he received an upgrade and returned the equipment, but has not received a refund. ************** states that he has been told he is to receive a refund. ************** desires a refund.
A Vivint representative has reached out to ************** in order to assist. Vivints records show that ************** is being sent a refund in the amount of $478.92 and Vivints representative is crediting ************** account in the amount of $55.07. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Vivints records show that ************** signed a Purchase and Services Agreement on July 1, 2022. Vivints records show that ************** received an Outdoor Camera Pro on July 26, 2022. Vivints records indicate that there was not enough room on the line of credit to include the camera and ************** was billed up front for the camera. Vivints records indicate that ************** returned the camera and Vivint has attempted to refund **************. Vivints records show that a check in the amount of $478.92 has been sent out on September 6, 2022.
Vivints representative is willing to assist. ************** 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 LegalInitial Complaint
Date:09/02/2022
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.
First off signed up for service and asked for disability credit for son being autistic but because the person who took order didnt want to give up her commission I was told so sinve she set up account wrong i had to pay 66 bucks a month compared to 20 bucks i disputed and was told someone would get back to me but never happened after several calls and complaints on my behalf. vivint installed my thermostat incorrectly. Then after 2 tech and then rewired still had issues. I was told because I have an android phone the app was designed for apple phones. So I made them put back my old thermostat. Then had to have havoc system reset. After several call the thermostat was credited. Shortly after problems with cameras started. Took over a month to get a smart drive was charged twice then had to REPEATEDLY call to get refund which I requested by check. Yet when i received the check it was minus a the monthly bill that was already paid. Had to call again several times and was issues a check for the difference yet i never received. then had to keep calling to complain about problems with cameras going on offline playback issues and quality of cameras being horrible doubling images notifications not in real time but several minutes late,Black screen,not recording. We have trouble shooted several times tech comes out and give excuses even was told that I was sold too many cameras for smart drive to handle and I needed to pick which ones I wanted to record on. After disputing and promised credit that I always had to fight for and call several times to get because even after being promised the credit they seem to never make onto account. The harrassment of constantly calling over past due balance that should not be because of promised credits I had to turn of auto pay because they kept withdrawing funds from my account. Smart drive stopped displaying image was black screen for months I was promised a 0 amount due til fixed now having problems with credit being applies yet againBusiness Response
Date: 09/12/2022
September 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17901697
Complainant: *********************
Vivint Account #: *******
Date of Agreement: August 21, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to reduce the monthly rate by $25 per month as well as has applied a credit of $113.86 to clear the past due balance of 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 LegalInitial Complaint
Date:09/02/2022
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 complaining about Vivint Home Security Systems and ************* that issued the loan? My husband and I were working on our home when a Salesman came into our yard and talked about his system that he was selling and in the neighborhood for the day and this sale was to good to be true. He and his gang came in and set up the system which was a lot of things that neither my husband or I knew we were getting. Then he overheard me talking to my mother and asked if she lived alone I said yes, he then asked if I wanted to protect my elderly mother and I said of course, after he installed ours, he went over to my mothers, never once said that she would need to have the internet to have one, mom was upset they drilled holes in the walls because they had to move them a couple of times and stil didn't get it right, which she doesn't and never had, so, when the monitor or the equipment isn't working, pictures upside down camera's not positioned right, I called for a Tech. Tech came over and asked where the internet modem was and mom said, I don't have internet, never had it. Tech took me to aside and said this will not work without the internet. I was fit to be tied. I called Vivint CS and told them and they told me " Well, I don't know what to say it will be more expensive for you to take it out than it is to keep me" I told her, Your telling me to keep paying for something that is not working? OMG .I have been making payments from January 20,2021, My mother ***************************** 601 Ave. A. ********,** ***** Acct#****************, ***************************** home *********************************************** Acct.#****************, I have had nothing but problems with my mothers, I thought it was batteries so I replaced them 5 times?Business Response
Date: 09/12/2022
September 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17901176
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: January 20, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she had signed up for her own account and for an additional account at her mothers address. ****************** states she has experienced issues at her mothers address due to her mother not having an internet connection. ****************** states that she has been told she would have to pay to cancel the account. ****************** desires a refund.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to work with ****************** in order to resolve this matter. ****************** 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 January 20, 2021. Vivints records indicate that ****************** received equipment financing at this time as well. Vivints records indicate that the equipment was installed and does not require a wifi connection, however the system benefits from the connection. Vivints records indicate that a technician came back to ******************** mothers home on April 1, 2021 to assist with the issues she was experiencing. Vivints records indicate that ******************** accounts were placed on a deferment following a call in February 2022.
Vivints representative is willing to assist in this matter. ****************** 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: 10/19/2022
I am wanting to reopen this complaint against Vivint SMART HOMES immediately. To this day it hasn't worked. My mother is 92 yrs old, very frail and nervous all the time and, thought that buying this so called security system would keep her from harm and she wouldn't worry so much. This company is a joke and a scam that preyed on the elderly.We have had problems from day one with the heartache and aggrevation that my mother and I have gone thru with this so-called home security system.Night one, drilled holes into walls then had to move Monitor and lines because it wouldn't work where he had it. Tech left at 10pm?Pictures upside down, no correct days on Monitor, it is still back in March.what year? Key fob not working.Technician that sold us the system told me that we didn't need internet!!! That is why I accepted the offer because mom doesn't have internet.Now they want to have a Technician come out? When I called numerous times from back in then and talked to someone on the phone they also told me that we really neededinternet because it wouldn't work properly. So, then I told the Repr. that we might as *********** it, she said that it would be cheaper to keep it and live with it versus returning it, because I would have topay for it anyway.Because, I lost my contract SO, I couldn't afford to pay for the 2 systems and so I called in to tell them that I coulldn't afford these 2 systems and I needed to return them and the Repr. said instead of it ruining your credit we can put this on a deferment, I felt that I didn't have a choice in the matter, so, that is what I did. Yes, I called for a Tech more than a couple of times and they said they didn't have one in the area, but, she could try to help me after 2-3 hours she couldn't. I feel that they were not helpful at all and so then I called Vivint again and asked for a Tech to come out that never happened.This is the Error message's that is displayed on the Monitor"Your smart home is not connected to security monitor" " Your panel is unable to communicate with Vivint Cloud " Your smart home is not connected to security monitoring.. Your system will not contact emergency service during an alarm. Call one of our Smart **************** immedicalty to reestablish your system's connects" REALLY?NOW WITH THIS SAID..I EXPECT TO GET REIMBURSED FOR THE FULL AMOUNT THAT I PAID FOR THIS SYSTEM IN THE AMOUNT OF $3,217.72.WHICH ALSO INCLUDES $57.00 MONTHLY X 60 MONTHS IN THE AMOUNT OF $ ******** WHICH I SHOULD GETREIMBURSED BY THE CITIZENSBANK AND FOR ALSO TAKING ADVANTAGE AND SCAMING THE ELDERLY!!!! I AM VERY WELL KNOWN IN THIS COMMUNITY AND I AM ALSO A COUNCIL MEMBER.......Balance: $6,637.72 REIMBURSED TO *****************************Respectfully,*****************************************Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17901176
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: January 20, 2021
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve her concerns. Vivints representative is willing to work with ****************** to resolve this matter. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/26/2022
I just got off the phone with a very nice person his name was ******** from the Customer ************* I told him everything and he was very apologetic, he gave me more help in one day than the 2 years dealing with every one there at Vivint. He gave me a Confirmation # *********, and told me to call back next week and he will try to get me a full refund plus interest for the equipment, He has a call going in to ************************; ( owner) that sold me the equipment. Now with this said I need to have the full refund coming from the lending institution which is Citizens Bank.I am still going to pursue this until I get a full refund plus interest from these two parties.
According to the Citizens letter that I received from ***************** 3rd paragraph it states that a pre-recorded call or video for authorization from me I would like a copy of that. I will call Vivint back Nov. 3rd 2022Also, proof that I refused a co-pay for a Technician? I heard of now such things. Again, this is scamming against the elderly.Respectfully,
*****************************************Business Response
Date: 11/02/2022
November 2, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17901176
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: January 20, 2021
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
In her rebuttal, ****************** states that she spoke with a Vivint representative who said he would try to assist ****************** with this matter. ****************** desires cancellation of her mothers account and financing along with a refund of all the payments made for her mothers account and financing.
A Vivint representative has reached out to ****************** via email in order to assist. Vivints representative is willing to work with ****************** in order to assist. Vivints representative is willing to cancel ******************** mothers account and financing without penalties. ****************** 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 January 20, 2021. Vivints records indicate that ****************** received equipment financing at this time as well. Vivints records indicate that the equipment was installed and does not require a wifi connection, however the system benefits from the connection. Vivints records indicate that a technician came back to ******************** mothers home on April 1, 2021 to assist with the issues she was experiencing. Vivints records indicate that ******************** accounts were placed on a deferment following a call in February 2022.
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: 11/07/2022
BBB and *************,, answering his questions and or comments. There was only ***** the Technician that came out and then told me that the system required Internet( WIFI). When I called to have ***** the technician to come out again, Vivint said that they can't send out a Tech, that they can help me. On the contract that was mailed to me after the fact, on paragraph 6 states that 1) they are to install equipment during normal business hours, and they installed at 8 pm and left at 10:00, 2) the Contract states that the System needs Internet or WIFI to run properly. nobody told us anything about this that night! The contract is attached to this email. They said didn't need internet.************* or Vivint CEO can say all they want they weren't there my mother and I were. What they are going by "is here say." All the things that ************* is saying I would like to SEE this in writing and date stamped. Yes, I did get a deferment for just Vivint, not the Bank, and that is why I called them that I couldn't afford this system. REPEAT The reason that they gave me the deferment was that I wanted to cancel services and they could come and get the equipment, CSR told me that it would be less expensive to keep it and make payments than to cancel because there was a penalty and I would have to pay this amount anyway even if it doesn't work! And I should call the bank and talk to them. Again, it did no good because ************* referred me back to Vivint.BOTTOM LINE: I WANT REIMBURSED FOR THE PAYMENTS I MADE TO VIVINT AND CITIZENS BANK FOR *************************************************** *****. I AM GOING TO PACK THEM UP AND I NEED BOXES TO PUT THE EQUIPMENT IN AND WHERE Vivint WANTS THEM RETURNED WITH A PREPAID POSTAGE FOR MY MOMS EQUIPMENT AND OURS AT ***********************************. I WANT THE SERVICE DISCONNECTED FOR BOTH RESIDENTS IMMEDIATELY!THANKS IN ADVANCE*****************************
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