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.
- 2,764 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:09/02/2022
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 was sold Vivint through a door to door sales man. In short the sales guy sold us Vivint and told us we would only need to pay 80$ a month for the service and the loan .He showed me how to access the bill eCt. Through Vivint app/online.I had fortiva contact me about my account being in collections . I told them I was told that I pay it with my Vivint payment as thats how it was disclosed to me .Luckily I had guest over and plenty of people to testify. I either want my bill corrected to 50$ a month that way it balances to 80$ a month for 60 months Or I want a full refund . You guys can take your equipment and move on . I will not allow this to happen . I do not deal with scammers . Either fix the bill or come get the equipment and Ill be contacting the district attorneys office . Please give me a call and let me know how youd like to resolve this. The contract you guys had me sign was a scam and I have eye witnesses to back the entire story . . What a disgusting way to do business and I really liked Vivint til this point !!
Business Response
Date: 09/10/2022
September 10, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17901297
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: May 7, 2022
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In his complaint, **************** explains that he was told by a salesman that his total monthly service fee would be $80 per month. He further explains that he is now being contacted by ******* about his account being sent to collection. **************** desires to be contacted and his bill corrected to $80 per month for 60 months or a full refund.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve his concerns. Vivint is willing to assist **************** in resolving this issue. **************** 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:09/02/2022
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 have had vivint for almost 5 years for a home security system. I have made countless calls reporting that my cameras do not work properly (they do not record events/people half of the time) and faulty sensors that set my alarm off in the middle of the night. Each time I am on the phone for 45minutes + with troubleshooting and without resolve. They are reluctant to replace faulty equipment. Most recently my window sensor has gone off in the middle of the night at least 2xs (scaring my family). I called and was told unless I had record of the date and time of the false alarm, she would not replace the sensor. When I asked why she did not have record of the last time my alarm went off, she was unable to answer (I later found out from another technician that I was lied to, it is possible to see the last time my alarm went off in their system). She told me to wait until the sensor malfunctioned again and then I could call back and they would consider replacing it. The same sensor malfunctioned again today and set my alarm off for 30 minutes. When I called and inquired why police did not come, I was told "I don't know". This company is guilty of false advertising for a home security system and faulty equipment that does not work. The police weren't even notified of my alarm going off for 30 minutes. I demanded my contract be ended and I be refunded for the money I have paid for the monitoring of my system (because clearly it is not monitored--police never came after 30 minutes and Vivint didn't do anything about it) and be refunded for the faulty equipment I was forced to purchase (and they refuse to replace). They finally agreed to send me a new sensor, but at what cost? My cameras do not work and the police aren't notified when the alarm goes off. On their website they claim 24:7 monitoring and cameras that record all events to protect your home from theft and intruders. I feel unsafe in my home and no longer want this system. I want a refund.Business Response
Date: 09/12/2022
September 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17900983
Complainant: *********************
Vivint Account #: *******
Date of Agreement: December 12, 2017
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she has mad countless calls to Vivint regarding cameras and sensors not working. She states she has done the troubleshooting each time with no resolution. ************ states that Vivint is reluctant to replace the faulty equipment. ************ states that with her most recent alarm she was told that Vivint would not replace the sensor unless she could provide a date and time to when the alarm occurred. ************ states the alarm went off again and she called to inquire why the police were not sent, ************ states she was told Vivint did not know. ************ desires a refund of the Vivint contract and financed equipment.
A Vivint representative has spoke with ************ and offered to cancel the Vivint Agreement. With this cancellation Vivint would waive the remaining monitoring contract and remaining equipment line of credit along with any associated fees. ************ declined this offer and has stated she will escalate the matter further.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on December 12, 2017. Records indicate that the agreement signed was for a term of sixty (60) months. Ms. ***** agreement will end December 12, 2022. In section 3 of the agreement Vivint does not warrant that the system will always detect, or help prevent and burglary, fire, etc. Vivint does not warrant that the system will always operate. Records also indicate that in section 5 of the agreement Vivint will repair or service any defective part of the system. Vivint will provide service as soon as possible within normal business hours. Vivint records show that Vivint monitoring contacted authorities on September 2, 2022, due to an active alarm. Authorities did not respond as they require at least 2 active zones triggered during the alarm to respond.
With the listed information above, Vivint offers to cancel the remaining agreement and waive all associated fees of the contract and 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 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.
After years of being a loyal customer, 6+ years autopay set up. I got their services. Unfortunately years later, our alarm starting going off randomly due to our window. They had a tech come out check out the problem. He said, its the window sensors that need replacing, go ahead and buy them and we will replace for free. Done no questions asked. Weeks later again, randomly our alarms going off. I mean in the middle of the nights, mornings, weekends, you name it. Called Vivint again, they sent a technician out again and someone he said oh you need to upgrade your panel, they dont go with the window sensors. Ok, done. However, for this panel, we had to finance with a third party called Citi who charges is $.00 a month. Now for personal reasons of wanting to just cancel our services, they dont want to allow us to cancel our services because we still owe the third party company that financed us. We dont owe them anything, nor us to them. We are just done.Business Response
Date: 09/12/2022
September 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17899235
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 26, 2016
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the Vivint contract and waive and associated fees. ****************** has agreed to pay off his equipment in monthly payments. ****************** 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.
We recently moved to a new home and decided to take our Vivint system with us (since we had already paid off the very expensive panel). According to Vivint's website and the agent we spoke to on the phone, you just have to move your equipment and pay for installation at the new house. We asked the agent what equipment we needed to bring and they said we only needed to bring our panel, so we left our sensors and doorbell camera behind even though they would have been very easy to take with us. Installation went smoothly at the new house until we just received a $483 invoice for the new sensors and doorbell camera. We contacted Vivint to clarify the charges and they said we purchased additional sensors and doorbell camera when we moved. We told them that we understood those to be included since we were told we did not need to bring them with us. Vivint told us they will review the call to see if the agent promised us that the equipment would be free, which I clarified was not what I claimed, we were told we did not need to bring all our old equipment. If we knew we would be paying for it all again, we would not have stuck with Vivint. They said they'll review the call and WE can call THEM to find out the resolution. I asked if they could send a transcript of the call and they said no. I asked if they could call us and they said no. It will be notated on their end and we can call to find out if their internal review of the call meets their standard of promising us free equipment. It just feels really shady and misleading. We have had billing issues with them in the past. I would not recommend this company.Business Response
Date: 09/12/2022
September 12, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17898800
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 8/4/2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she contacted Vivint regarding her move to a new location and was told that she would only need to bring her panel with her. She further explains that she is now being charged $482.83 for additional equipment that she did not take with her to the new location. **************** is disputing the additional charge.
Vivints Customer Experience Follow Up Team was assigned to review ****************** dispute,however, the call in which **************** states she was told she would only need to bring the panel has not been reviewed yet.
Despite this information, Vivints **************** has agreed to waive the fee of $482.83 out of goodwill. Vivint apologizes for any miscommunications that were provided regarding what equipment **************** should have taken to her new location.
A representative from Vivint has contacted **************** via email. If **************** has any 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 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.
8.8.22 Charged $90.66 for a service that was not provided. Called the company on 8.11.22 and was told I would be refunded a portion of the bill ($69.49) within 5-7 business days. Was also told I would be receiving an email confirmation in ***** hours that was never received. Called company again on 8.19.22, gave case number and was told by that representative that there was nothing in the case notes about a refund. But, that they could NOW issue me a refund and it would see the credit in ***** business days. I have called the company 3 times and spent over an hour each time on hold/talking to them and have yet to get my money refunded. As of 9.2.22 I still have not received a refund.Business Response
Date: 09/10/2022
September 10, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17741806
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: August 11, 2016
To Whom It May ***************** have reviewed the information provided by Ms. *********************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she was charged $90.66 for a service that was not provided. She further explains that she called on August 11, 2022 and was told she would receive a refund of $69.49 within 5-7 business days. ************** explains that she has not yet received this refund.
Vivints records indicate that a refund in the amount of $69.49 was issued on September 8, ********************************* ****. ************** would receive this refund within 7 business days. Vivint apologizes for any undue delay in this process.
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:09/01/2022
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 installed a Security System in our home on July 18th that has a glitch and the alarm randomly sets off. This has happened several times- false alarms both when we are at home and gone. Vivint is aware and has promised to send a tech out but they never show because ****** doesn't have enough support. In the meantime we have not been able to use the Security System. We have an adult daughter with disabilities here that cannot move fast. This is scary for both her and us. We would like them to come take the system back and they don't have the techs to support in this area. This is preventing us from getting a system that work. They haven't backed a defunct product.Business Response
Date: 09/09/2022
September 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17896511
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 9, 2022
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ************ explains that there is a system glitch, and his alarm sets off randomly. He further explains that he has notified Vivint, but a technician was not sent due to not enough support. ************ would like to return his system and desires a refund.
A legal representative from Vivint has attempted to contact ************ via email and phone to resolve his concerns. Vivints record indicates that ************ has a technician visit scheduled for September 14, 2022, to resolve his ongoing concerns. Mr. *************** contact Vivints representative directly if he still wants to cancel his account or 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:09/01/2022
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.
Cameras do not work and havent done playback since March 25 2022. Vivint has been contact regarding the playback feature. Was told the problem would be fixed within a couple days, a couple weeks later the playback isnt available. Business contacted again September 1, told to fix playback again. Footage was needed for theft in neighborhood, vivint claims they dont have anyway to produce footage despite being told last week the cameras were recording 24/7 even without playback.Business Response
Date: 09/09/2022
September 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17812709
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: October 16, 2020
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently to contact ****************** to resolve her concerns. ****************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/12/2022
Complaint: 17812709
I am rejecting this response because: technician never showed up or made contact.
Sincerely,
***************************Business Response
Date: 09/16/2022
September 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17812709
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: October 16, 2020
To Whom It May ***************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve her concerns. At this time, Vivint agrees to reschedule the appointment for ****************** and apologizes for any inconvenience this may have caused. ****************** 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: 09/19/2022
Complaint: 17812709
I am rejecting this response because: tech never showed
Sincerely,
***************************Business Response
Date: 09/22/2022
September 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17812709
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: October 16, 2020
To Whom It May ***************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
Vivints record indicates that an appointment was rescheduled for September 22, 2022. ****************** 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: 09/22/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:09/01/2022
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 daughter decided to purchase Vivent for my home and after the Tech installed the equipment, he stated that he did not have the doorbell and would bring it another day, which was two weeks later. After he left, we then noticed that the window break sensor battery was low and that it need to be changed out. The Tech finally came back, two weeks later, to install the doorbell. A few days later we ran into another problem with the doorbell camera being offline. After days of calling and them having me to try to solve the problem, they finally sent over a Tech who stated that I needed to purchase a transformer in order for the doorbell to work properly and when I have that installed, to call them back. I purchased the transformer, paid someone to install it, then called the Tech back to connect the doorbell. So we did not have a doorbell or a doorbell camera for a month. Afterwards, the doorbell began ringing constantly on its own inside the house and I had to mute it to keep from hearing it all day. I informed Vivint of the problem and they had me to delete the app and reinstall it to see if that would help and it did not. I informed them that I wanted to cancel my services because of the constant problems and I was told to allow a Tech to come to look at the doorbell and if I had any issues after that, I could cancel my services. The Tech came over and noticed the problem and changed out the transformer and left. Well, the doorbell is still ringing on its own and I'm constantly having to mute it yet again. I called yesterday to cancel my service and instead of cancelling like they promised, they are wanting to keep sending a Tech to my home to fix an unfixable problem. I'm tired of constantly having issues with their products and their services when they have no issues or problems with my paying them monthly for a service that is not functioning properly. I'd like to cancel my services and monitoring from this company.Business Response
Date: 09/08/2022
September 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17810196
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: March 4, 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 remove all equipment from the home, waive all remaining fees associated with the monitoring contract and equipment line of credit, and provide cancellation 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 LegalCustomer Answer
Date: 09/08/2022
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:08/31/2022
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 not been able to log into my vivint account for over 6 months, despite requesting a password change several times (see video here: https://www.loom.com/share/e214f4dab98d4dfeb4b99ccdf048a01b). Today (August 31, 2022) was yet another attempt to log in. I have been on the phone for about 1.5 hours and the issue has still not been resolved.This issue, over the span of several months, has wreaked havoc on my credit score. And I still cannot log in to my account. I've complained about this several times since March 2022, and instead of helping me resolve the issue, Vivint went to the CC companies (experian, etc.) and noted I was behind on my payments. My credit score went down about 200 points as a result of this issue. When I disputed the credit card ***** Vivint noted the **** was accurate without explaining that I literally could not log in to their account. And when I asked them for a letter back in April 2022, they noted they were working on it and still have not delivered it to me. I need them to draft a letter to the cc companies noting I am current on my payments, that any past due payments were due to technical issues on Vivint's part, and that the bad **** should be removed. I would then like to cancel my service with Vivint.Business Response
Date: 09/09/2022
September 9, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17808692
Complainant: Rukayatu Tijani
Vivint Account #:*******
Date of Agreement: 8/19/2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that her online account is not working properly. Therefore, she was unable to make payments and her credit score was negatively affected.
At this time, Vivint is willing to close Ms. ******* account without penalty. *************** will remain responsible for the equipment loan.
However,it should be noted that on August 19, 2021, **************** signed a System Purchase and Services Agreement (Agreement) for an initial term of sixty (60) months with a monthly services payment of $24.99.
Despite this information, Vivint agrees to the resolution above. It should also be noted that Vivints customers have the option of calling in to make payments over the phone. Vivint is unable to provide the requested documentation to ***************.
A representative from Vivint has contacted **************** via email. If **************** has any 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 LegalInitial Complaint
Date:08/31/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On or around July 29th, I called vivint to complain about my monthly bill, it was too much. I was told I could receive a new security panel, doorbell camera and outdoor camera and my bill would be $45-49/month. I told them I want interested. The lady told me I should take advantage of it and my monthly bill will be lower. I was still hesitant. The lady assured me this was a good deal, I would only have to be in a contract for 60 months. I agreed. Service was installed on Aug 10th, 2022. On August 13, 2022, I received an email stating I would be charged $1165.97. I called on August 15th to complain. I was told they would review the conversation and get back with me. I requested that I not be charged while they did the review. I was told the credit card would be removed from the account so there would be no charge. On August 30th, $1165.97 was withdrawn from my debit card. I called again on Aug 31st to complain and was on the phone for over 2 hours with no resolution, they claim they still needed to review the case. I want my money refunded.Business Response
Date: 09/08/2022
September 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17807615
Complainant: *************************
Vivint Account #: *******
Date of Agreement: September 30, 2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she was offered an upgrade that would reduce her monthly rate. **************** states that she was billed for the equipment up front. **************** states that she was told she would not be charged. **************** states she is waiting for Vivint to review the matter. **************** desires a refund.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to work with **************** to have the equipment cost refunded to her and resolve the equipment cost 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 September 30, 2017 with an initial term of sixty (60) months. Vivints records indicate that **************** contacted Vivint on July29, 2022 about her monthly bill and was offered a lower monthly rate with the new equipment included in the monthly rate. Vivints records indicate that the financing was not processed and the equipment was billed up front. Vivints records indicate that Vivint representatives have reached out to **************** to set up the equipment financing.
Vivints representative is willing to work with **************** on the refund and the equipment cost 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: 09/08/2022
Complaint: 17807615
I am rejecting this response because:as of today, September 08, Vivint has not refunded my money. They continue to say they are willing to work this out, and, I have not received the refund.
Sincerely,
*************************Business Response
Date: 09/15/2022
September 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17807615
Complainant: *************************
Vivint Account #: *******
Date of Agreement: September 30, 2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her rebuttal, **************** states she had not received the refund.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is refunding the card on file in the amount of $1,165.97. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that **************** signed a Purchase and Services Agreement on September 30, 2017 with an initial term of sixty (60) months. Vivints records indicate that **************** contacted Vivint on July29, 2022 about her monthly bill and was offered a lower monthly rate with the new equipment included in the monthly rate. Vivints records indicate that the financing was not processed and the equipment was billed up front. Vivints records indicate that Vivint representatives have reached out to **************** to set up the equipment financing.
Vivints representative is willing to work with **************** on the refund and the equipment cost 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: 09/15/2022
Complaint: 17807615
I am rejecting this response because: I still have not received my refund
Sincerely,
*************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.