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
- 7,968 total complaints in the last 3 years.
- 2,763 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:08/18/2022
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 had service with Vivint at a rental property in *******. I called to cancel service because the lease was ending. I moved and already had security service at my new residence so I didn't need Vivint. I was told by two representatives that I could cancel my account when the equipment was paid for. I informed the first representative that the equipment had been paid in full and the representative called to verify that the equipment had been paid in full. That Vivint representative then informed me that I could cancel the account and asked did I want to cancel. I let them know that I was going to wait until closer to the end of my lease (July 31, 2022) before I actually cancel. I called back towards the end of June/beginning of July to request equipment be removed. I never got an appointment to have equipment removed (so I've lost money because I don't have the equipment anymore-it was still in rental property because I had to turn in the keys.) I also requested service cancellation to be final July 31, 2022. The representative told me that I could cancel service because my equipment had been paid, they put me on hold to verify I DID NOT have to pay a buyout, and gave me the email to send cancellation. I sent my cancellation request via email this time (I've done so over the phone 2x) and then received an email notice that my cancellation was unsuccessful. I spoke to a Vivint representative today, 8/18/22 who said I had to pay a buyout AFTER I had been confirmed twice that my account qualified for cancellation.
Business Response
Date: 08/25/2022
August 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17734913
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: October 18, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that She called to cancel her services and her lease ending. She states she was told that she could cancel services when the equipment is fully paid for. ************** informed Vivint that the equipment was paid for and that she wanted to cancel services on July 31, 2022. ************** states she was told she could cancel. She states she requested to have the equipment removed and an appointment was never set. ************** states she sent in her notice of cancellation via email as requested and received a notice saying her cancellation was denied. ************** states she called Vivint and was told she must first pay a buyout. ************** desires account cancellation.
A Vivint representative has attempted to reach ************** via email in efforts to resolve this matter. Vivint offers to cancel the account and waive all remaining associated fees. ************** may contact Vivints representative **************************************** to move forward with this offer.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on October 18, 2019. Records show that the agreement was for a term of sixty (60) months. Records also indicate that a buyout for the monitoring contract has not been received by **************. Which has prevented the cancellation of the account.
Despite the above information, Vivint offers to provide cancellation and waive all associated fees. ************** 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:08/18/2022
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 recently moved to a new home and transferred my Vivint service to the new homeowner. I called before the transition and was cleared to transfer. After speaking with vivint in July, they confirmed the new owner was being charged on the account and I was erroneously being charged. I got a brief email stating the rep would reach out to billing to have it resolved. After attempting to get a detailed email from the customer service rep confirming the issue and proposed resolution, I simply got a very brief email saying I would no longer be billed. Im not sure if they dont want to admit fault or dont want to disclose the whole situation - it was odd but at least I got something. He also noted he wasnt sure how I would get refunded for the incorrect $60 monthly charges. A month later and I am still being billed. Ive reached out to the email address for customer service but have not received a response (following up from the previous email stating I would no longer be billed). Its hard to see this as an error at this point after the lengthy conversation in July to get the issue resolved. Currently Ive been charged 3 months and Im not sure how to a) get the charges to stop and b) get my money back. Note: my current address is not the address where the Vivint system was located. Previous address was ************************************************************************.Business Response
Date: 08/24/2022
August 24, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17734284
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 18, 2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** in order to assist. Vivint agrees to cancel Mr. ******** account and backdate a refund to June 1, 2022. ****************** 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: 08/24/2022
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:08/18/2022
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.
6:11 4 Gmail Vivint -Installer charged $3,129 for 1) monitoring system 3)outdoor cameras, 3) door sensors, 1) glass break, 1)door lock, 1) motion sensor, and 1) doorbell camera.When we called 7/18/22 to cancel the contract after seeing this article and o show lower price and their website showed a package for $2349.92 with our items listed above plus the 1) garage door hub, 1)thermostat, 1) key fob, and 1) indoor camera, they said they cancel the initial contract and re-issue a new contract. We were told it would take 3 days to have the contract cancelled and reissued and once we got the emails with the cancellation and new policy we could call back to request the install. It's been almost 30 days, todays 8/15/22, and after 6+hours on the phone with them during 6 separate calls, they told us that they can't give us the package deal or cancel it because their representative did not process the cancellation and new order correctly.We had to close our bank account and credit card to prevent charges. Our bank even issued us credit on the initial install fee, which wasn't free.Please consider reading Yelp reviews, and BBB, as we aren't the only ones deceived by this organization!Business Response
Date: 08/25/2022
August 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #:17732651
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: July 16, 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 lower the equipment costs and adjust the loan with Fortiva. ****************** is currently waiting on the paperwork to finalize the adjustment. ****************** 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:08/18/2022
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 march 28, 2022 i called vivint to cancel my services. I wasn’t told about any other documents or steps i had to do. Received and email about a week later that my cancellation was incomplete and i had to fill a form online. I filled the form on 4/10/22 and received a confirmation for my cancellation on 4/12/22. About a month later i was charged to my credit card the amount of 61.13 which is a regular monthly charge for vivint. I spoke to a rep and was told that it should take a month to get fixed. Today is 8/17/22 and i noticed that my credit card has been charged every month for $61.13 even after cancellation. Spoke to a rep and was told that my account was still active and i have to pay. I am seeking refund for my extra charges after cancellation and request that they stop charging my credit card for services that i had already cancelled.Business Response
Date: 08/26/2022
August 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ****
Vivint Account #: *******
Date of Agreement: June 6, 2017
To Whom It May Concern:
I have reviewed the information provided by Ms. ********* **** and appreciate the opportunity to respond.
In her complaint, Ms. **** explains that she contacted Vivint to cancel her account on March 28, 2022. She further explains that she received a confirmation for her cancellation request on April 12, 2022, but she is still being charged. Ms. **** desires a refund.
A legal representative from Vivint has attempted to contact Ms. **** via email and phone to resolve her concerns. Vivint’s records indicate that Ms. ****’s account is being processed for cancellation with a refund of all payments taken after April 10, 2022. Ms. **** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/17/2022
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 8/17 I had the Vinvint security system pulled. The doorbell camera device was removed, and now the doorbell is not working ! I have called customer service and was informed that simply because I am longer a customer and the account is closed. This is so unscrupulous, and just simply wrong! If my doorbell was working prior to installation, why should I be responsible for the repair !! It's not right. He should have tested my doorbell system. I was also told prior to installation that everything would be back to like condition after removal. I was told I would have to hire my own electrician to fix this mess. Vinvint is wrong for this, I am so pissed !Business Response
Date: 08/26/2022
August 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 8/1/2022
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In her complaint, Ms. **** explains that her doorbell no longer works after Vivint removed the equipment from her home. Ms. **** requests that her doorbell be repaired.
A representative from Vivint has contacted Ms. **** via email. Ms. **** has been instructed to hire an electrician to repair her doorbell after which Vivint will reimburse her for the cost.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/02/2022
Complaint: ********
I am rejecting this response because: I have reached out the the legal aid several time in an attempt to obtain theprocess of what I needed to submit in order to be reimbursed. I have not received a response, my first attempt was the 26th which
was the same day Vivint responded. I also reached out the week, the 29th. Still nothing.
They are just offering this remedy “ on paper” to appear as though they attempted to resolve
the matter. This is how I feel!
Sincerely,
***** ****Initial Complaint
Date:08/17/2022
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 signed up with Vivint when we moved into our new home. I told the rep it was very important to get the keyless entry locks as the old owners had access to our home. When they arrived they didn't have the most important part, the locks. The installer was very out of it said he went on a hike and got lost and almost died the day before. He didn't install the flood detector he charged me for nor the locks initially. He did everything on his tablet and never shared with me that they would be putting a credit line on my credit for the equipment. my previous company never did that. They also didn't share I should use a debit card since they would be running it as a debit and charging me an extra $10 every month on my credit card. Since its been installed it goes down atleast 1 time a week causing a need to reboot and for the batteries to be taken out of the keyless entry. The keyless entry that is supposed to auto lock never works on either door.Business Response
Date: 08/26/2022
August 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: April 21, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ********* and appreciate the opportunity to respond.
In her complaint, Ms. ********* states she was not told of the line of credit. Ms. ********* states that she did not receive the locks she wanted the system for until later and was charged for them initially. Ms. ********* states she is experiencing unresolved equipment issues with the locks. Ms. ********* desires a refund and repair.
A Vivint representative has reached out to Ms. ********* in order to assist. Vivint’s representative is willing to have a technician come to Ms. *********’s home at no additional cost and credit two (2) months of services to Ms. *********’s account. Ms. ********* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Ms. ********* signed a Purchase and Services Agreement on April 21, 2022. Vivint performs a survey prior to the installation of equipment in order to ensure that each customer understands and agrees to the terms and conditions of the Agreement. Vivint’s records indicate that Ms. ********* participated in this survey on April 21, 2022 during which Vivint stated Ms. ********* qualified for a line of credit with Fortiva with a 0% APR and asked if this was correct. Vivint’s records also indicate that Vivint asked if Ms. ********* had the terms and conditions of the line of credit explained by Vivint’s representative. Vivint’s records indicate that Ms. ********* answered “Yes” to both questions. Vivint’s records indicate that Ms. *********’s door locks were installed on May 3, 2022 following the initial installation. Vivint’s records indicate that Ms. ********* most recently contacted Vivint about her thermostat on July 15, 2022.
Vivint agrees to the above resolution. Ms. ********* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/17/2022
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.
Wanted a doorbell camera security system. Vivint sent technician to install system on 26 May. Tech did not have the doorbell camera; company expected it mid-June and would call me when it arrived. He installed motion sensors, system pad, and back yard cameras. Cameras periodically go "off-line". No one called in June. July: no call; I had sensor "low battery". Vivint told me that sensor batteries needed to be replaced each 1 to 6 months. I went to the store and bought three batteries ~ $20. I put 2 replacement batteries into the living room sensor. Pad still said "low battery". Vivint called to see if I was satisfied; I told them I was not -- due to the sensor performance, off-line cameras, and no doorbell camera. They said I'd get "VIP" "White Glove" status tech installing a doorbell camera. Technician sent out to deliver doorbell camera 6 August was same one I met at the end of May. "Living room" sensor was " laundry" sensor. He switched it and replaced a defective "living room" sensor. He told me the yard cameras needed an "air bridge" and would call/deliver 8-12AUG. He did not call last week. This week, I found sensor on the floor in living room & set it on a shelf. Vivint called 16AUG -I said I was not happy-- e.g. air bridge -- they told me they would mail it -I have to pay for shipping; call them & install it myself. Today, 17 August, I am tired of yard cameras being off line; doorbell camera I can't hear; do-it-yourself service; batteries I need to change "every 1-6 months" per Vivint. I called them, they said I must pay whole service contract and all equipment even though they will stop monitoring and take the equipment away because it is past "trial period". I only had the doorbell camera I wanted for 11 days.Business Response
Date: 08/26/2022
August 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: *******
Date of Agreement: May 26, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In her complaint, Ms. **** states that she experienced unresolved equipment issues with her cameras and sensors. Ms. **** states that she had a white glove service come to her home and it was the installation technician. Ms. **** states that she was told to pay off her account to cancel. Ms. **** desires cancellation of her account and equipment financing without penalties.
A Vivint representative has reached out to Ms. **** in order to assist. Vivint’s representative is willing to work with Ms. **** on her account and potential cancellation. Ms. **** may confirm with Vivint’s representative directly if she would like to proceed with this matter. Ms. **** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter, please let me know by replying to this email.
Vivint’s records show that Ms. **** signed a Purchase and Services Agreement on May 26, 2022. Vivint’s records indicate that Ms. **** contacted Vivint on August 4, 2022 about issues with her sensors and the doorbell camera installation. Vivint’s records indicate that a technician came to Ms. ****’s home on August 6, 2022 to install the doorbell camera after it became in stock. Vivint’s records indicate that Ms. **** contacted Vivint on August 16, 2022 and August 17, 2022 and requested cancellation of her account. Vivint’s records indicate that a technician came to Ms. ****’s home on August 19, 2022.
Vivint’s representative is willing to assist. Ms. **** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/01/2022
They are still searching for me to pay for the system. No equipment is here. No service is happening. Vivint and CitizensPAY want money for something I do not haveBusiness Response
Date: 11/07/2022
November 7, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17731039
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 26, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her rebuttal, ************ states that she is still being asked to pay. ************ desires cancellation of her account and financing.
A Vivint representative has reached out to ************ in order to assist. Vivint agrees to cancel ************** account and financing without penalties. ************ has no further obligation to Vivint. ************ may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ************ signed a Purchase and Services Agreement on May 26, 2022. Vivints records indicate that ************ contacted Vivint on August 4, 2022 about issues with her sensors and the doorbell camera installation. Vivints records indicate that a technician came to ************** home on August 6, ****************************************************** stock. Vivints records indicate that ************ contacted Vivint on August 16, 2022 and August 17, 2022 and requested cancellation of her account. Vivints records indicate that a technician came to ************** home on August 19, 2022. Vivints records indicate the equipment was retrieved on August 28, 2022.
Vivints representative is willing to assist. ************ may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/17/2022
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.
A Vivint Sales rep came to my door asking if I was curious about Vivint services. I had contacted Vivint once before & was lied to about prices so I declined before. This time, he seemed trustworthy & honest so I decided to go through with the process because we needed security cameras due to issues within our neighborhood. Install people came that day. When they installed the ****** nest, they completely messed up the whole system in the house. I was told I had a 7 day trial & if I didnt like the system, I could call & they would come pick it up - no penalty (lie). I was also told that the equipment finance was NOT going to be on my credit (I knew about the credit check), again another lie. When j called during the 7 days, everytime I asked for them to come pick the equipment up, they would hang up. After the 7 days, they would apologize and say the trial period ended OR that there was never a trial period to begin with. Im disgusted that Im now stuck in this contract with a company that hires people to LIE!!Business Response
Date: 08/25/2022
August 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17727784
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: July 13, 2022
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she was lied to by the Vivint sales representative at the time of installation. She further explains that the ****** nest thermostat messed up the whole system in her house. **************** desires cancellation of her Vivint contract.
At this time, Vivint agrees to cancel ****************** Agreement and Citizen loan if the equipment is returned.
Vivints records show that **************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $34.99, and total equipment fee of $3,450.47 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on ****************** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Despite the validity of this Agreement, Vivint agrees to the above resolution. **************** may contact ********************************** / ************) to schedule a system pull appointment to remove Vivints equipment from her home. Following the retrieval of equipment, Vivint will cancel her Agreement and credit the balance owed on equipment loan to Citizens.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/16/2022
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.
It was an evening on January 28, I had a vivint sales rep named Devon ***** F***** knock on my door, we talked about the security system that u had before witch it was Brinks, I told him I didn’t want to be with brinks anymore since it was a contract, MR F***** told us how would you like it if I told you vivint does not do any contracts we do MONTH to MONTH and you can cancel at any time. So I let him in and we discussed more about the month to month process, I told him we where planning a move by the end of this year and we will not want to be in a contract. Mr F***** kept on insisting that vivint does not do contracts they only do MONTH to MONTH, so I called my wife downstairs so she can listen to what MR F***** was saying about the MONTH to MONTH, my wife couldn’t believe it and asked MR F***** again if he was sure we won’t be in a contract and told him we will be moving by September, MR F***** again stated Vivint is a no contract business everything is month to month and you can cancel anytime. So we went on and signed up, since we both thought the Month to month was a perfect option since we where moving. It’s getting close to moving day . August 15 I Call Vivint Customer service telling them I want to finish paying for the equipment and will like to cancel services since I am moving, the Rep offered me to put my account on hold until I get situated in a home, and I told him i did not want to do that and I would love to cancel, that’s when the Rep tells me I’m order for me to cancel you will have to pay 1700 since you are canceling your 5 year contract with us you would have to pay 50% off whatever months where left the 5 years. I was in total loads of words and upset, told him that’s not what your sales Rep Devon ***** F***** told me when he was at my house, he did not want to listen to anything I had to say, so I call the sales Rep Devon ***** F***** and I left him numerous voicemails and Txt, no reply. This is THEFT!! Bad business,Business Response
Date: 08/26/2022
August 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: 2/1/2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** explains that at the time of the sale, he was told he would not have a contract and would be month-to-month.
At this time, Vivint is willing to cancel Mr. ******’s service account.
However, it should be noted that Vivint’s records indicate that prior to the installation of any equipment, Mr. ****** completed a Pre-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. ****** completed the required Pre-Installation Survey on February 1, 2022.
During the recorded Pre-Installation Survey, Mr. ****** represented that he understood and agreed to the initial term of 60 months. He also represented that he would pay a monthly services fee of $71.95, plus any applicable taxes, during that term. Further, Mr. ****** represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. ****** representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
Despite the information mentioned, Mr. ******’s account has been cancelled.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/16/2022
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.
Purchased Vivint home security on . The contract that I signed stated that I had 24/7 monitoring. Now Vivint is stating that that feature is not available. Vivint has scheduled 4 appointments that they have not showed up for. The appointments were cancelled without notification. I have taken time off work to be available for the appointments. Vivint threatens to charge almost $3000 for cancellation, even though they are not able to uphold the terms of the contract. **************** representatives will continually transfer you and are unable to find resolution other than scheduling another appointment that the company will not actually be present at. I want the erroneous contract cancelled without penalties.Business Response
Date: 08/26/2022
August 26, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17724021
Complainant: *******************
Vivint Account #: *******
Date of Agreement: July 11, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he is experiencing unresolved issues with the video playback. ************** states he has had appointments scheduled, but they have not taken place. ************** desires cancellation of his account without penalties.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is willing to work with ************** to resolve the issues ************** is experiencing. ************** 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 11, 2022. Vivints records show that ************** contacted Vivint on July 14 and July 17, 2022 about issues with the playback and later in August about the issue as well. Vivints records indicate that ************** contacted Vivint on August 12, 2022 about cancellation of their account.
Vivints representative is willing to assist in this matter. ************** 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: 08/26/2022
Complaint: 17724021
I am rejecting this response because: They have not reached out to me like they said they did. As a matter of fact, today they were supposed to show up again (for the 5th time) and again, did not show up. I got a message saying that their technician took a personal day. I am Demanding cancellation for breach of contract on their part. This is not how you treat people. I should not have to pay for a service contract that they are not holding up their end of the bargain. They were right in saying that we signed a contract, but a CONTRACT goes both ways! Please resolve this issue for me.
Sincerely,
*******************Business Response
Date: 09/01/2022
September 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17724021
Complainant: *******************
Vivint Account #: *******
Date of Agreement: July 11, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his rebuttal, ************** states that he was not contacted. ************** desires cancellation of their account.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is willing to work with ************** to resolve the issues ************** is experiencing or with cancellation. ************** 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 11, 2022. Vivints records show that ************** contacted Vivint on July 14 and July 17, 2022 about issues with the playback and later in August about the issue as well. Vivints records indicate that ************** contacted Vivint on August 12, 2022 about cancellation of their account. Vivints records indicate that Vivints representative spoke with ************** and **************** on August 26, 2022 via email.
Vivints representative is willing to assist in this matter. ************** 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 Legal
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