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.
- 2,765 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:08/14/2022
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 approached my family and convinced us to sign up for a 60 month contract for home security equipment and monitoring, promising that if we move or sell the home we can easily transfer the contract to the new homeowners. Before and immediately after we sold the house, we attempted multiple times to cancel or transfer according to their policies but the new homeowner was told by Vivint sales rep that the equipment was already paid for and they initiated a new contract with her, leaving us unable to make that transfer. I attempted to cancel service (with the equipment we no longer had, but were continuing to pay for) and changed my credit card they had on file, but they continued to charge me for that equipment, even though the new homeowner was actively using it, believing it was hers since November 2021. They have still continued charging me a monitoring fee for monitoring services that are not being provided, as I don't even have access to that equipment. They are demanding that I pay off the remaining unpaid equipment fee after telling the new homeowner that it was hers for the taking and not letting us transfer it between accounts, as was promised when I initiated service and when I first called to terminate. I have been lied to in person by initial salesman, the new homeowner of that home was lied to, and I have also been lied to and bullied many times over the phone by customer service and their managers, who told me I signed the contract and there's nothing they can do. I was told I still owed $600+ on the equipment back in November when I attempted to transfer the contract and was told it was too late. I thought I was removing their access to my credit cards, but just realized they have charged me $87 monthly since then but only about $35/month was going to the equipment and $50/month was going to the monitoring they have been unable to perform so I have paid them $696 since then and somehow I still owe another $300+.
Business Response
Date: 08/23/2022
August 23, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17715955
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: August 27, 2018
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A representative from Vivint has recently 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 LegalInitial Complaint
Date:08/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 19th I spoke with *********************** a Rep who knocked on my door offering deals for service in the area. I entertained. After he finished his presentation I was intrigued but told him I could not afford and that I wouldnt be able to do it. At that time he asked how much I could afford and said he would make sure it was that price. He also offered me 4 months of free service, which turned out to be him cash app me $180 of his own funds, I am not sure this is ethical business practices. So after all that he runs credit check with *******, who denied my application, (told him I couldnt afford) but magically he reversed this and got me approved for ****. I recently learned vivint was sued for these white paging tactics. So after I sign I call the next day and ask if he could fix the payment to agreed price, never reaches back. So I tell him that I am going to cancel because he wasnt honest and that I cant afford price, he says to give him 5 days and it will be done. Turns out he used the *** against me. Now I am stuck in something that I cannot afford. If vivint reps cant be honest do not do door to door sales bring negative shady energy into peoples home. On more than one account **** lied to make a sale and this needs to be fixed. I need out of this contract immediately.Business Response
Date: 08/23/2022
August 23, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17712097
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 19, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he told his sales representative that he could not afford the service and would not be able to sign up for the services. He states that the sales representative told him that he would make sure the services were within his price range. He states that the sales representative provided four (4) months of free service by sending him $180 via cash app to pay for the four (4) months of service. **************** states that his credit check with ******* failed so the sales representative reversed it and got him approved for $4000. He stated that he attempted to call that sales representative the next day to have the pricing adjusted to what was agreed to and he received no response. **************** states that he requested cancellation from the sales representative and that he was told he would handle it within five (5)days. **************** feels he is now stuck with something he can not afford. **************** desires cancellation of his account.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers to provide a full cancellation of the Agreement. A technician would remove all Vivint equipment, and a full refund would be provided along with the closure of the Fortiva line of credit for the equipment.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on July 19, 2022. In this agreement **************** agreed to the monthly costs of the monthly monitoring service $44.99 as well as the cost of the equipment $3392.46.
With the listed information above, Vivint does offer to provide a full cancellation of the 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 LegalInitial Complaint
Date:08/12/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 21, 2022, I purchased a Vivint smart home alarm system acct ********** from salesman Andrew M**** ** ******* totaling $1907.73. My first issue was that my billing was not what I was promised. It took months to get this settled. Shortly after installation I have had numerous problems: including my cameras being offline and not being able to see the feed. Then there were major issues with the smart thermostat not working to the point that it had to be uninstalled. Vivint sent an HVAC tech to troubleshoot and found that the transformer was bad and needed to be replaced. I then contacted my homeowner warranty team with this information. IT Air was retained for repair/services and the transformer was replaced. Later that evening the AC stopped working again. IT Air supervisor came out to troubleshoot again and determined the Vivint smart thermostat was not compatible with the home AC system. Tech ended up removing their equipment to reinstall the original thermostat. Attempted to contact the salesman Andrew M**** ** ******* multiple times. He would not answer my phone calls but replied via text instead. Very unprofessional. Once I was able to contact him he promised to schedule a tech to come install the google nest thermostat and after a week of not hearing from him, I reached out again but still no reply. On Aug 12, I called customer service to report a separate issue regarding the alarm panel (smart hub) not responding. Screen totally blacked out, unable to operate the entire system. All cameras and alarms went offline. Contacted tech support, the system was rebooted and worked for about 2 hours. Now the system is currently on a locked screen unavailable for use. System continues to go offline. I am paying for a sense of security of which I have none because of Vivint's faulty equipment and service.Business Response
Date: 08/23/2022
August 23, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: May 21, 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 he had ongoing billing and thermostat issue that was recently resolved, however, his system has not been responding. He further explains that he was also promised a google nest thermostat by his salesperson. Mr. **** desires repair, replacement, and billing adjustment.
A legal representative from Vivint has attempted to contacted Mr. **** via email and phone to resolve his concerns. Vivint is willing to send a technician to Mr. ****’s home to resolve any ongoing issues he may have. Mr. **** may contact (tari.d**@vivint.com / ###-###-####) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 08/30/2022
August 30, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: May 21, 2022
To Whom It May Concern:
I have reviewed the additional information provided by Mr. **** ****** and appreciate the opportunity to respond.
Vivint’s records indicate that a technician visit has been schedule for September 1, 2022, to install Mr. ******’s nest thermostat. In addition, Mr. ******’s monthly service fee is being reviewed for a reduction. Mr. ****** may contact Vivint’s representative directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/02/2022
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:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 3, 2022 A sales rep *************************** gave us the Vivint speech and we signed up for a trial. We were told by the sales rep a number of things that turned out to not be true:1. We could cancel at any point: Our original trial period was suppose to end on August 3 since we would be traveling so he decided to install it and give us the trial period until Aug 3. The doorbell camera did not worked for 1.5 months and the playback on the other camera either. On July 13 I requested the water sensor and the thermostats to be removed and I requested a cancellation through the sales rep since the equipment was not working properly. He rejected the cancellation and told me to get the cameras fixed and he will extend the trial period until September to try it out. ******** was not fixed until August 9, however, I called for a cancellation on August 5th directly to Vivint where they informed me that I was out of the trial period. They reached the sales rep to see if they had the green light to cancel me since it was less than 48 hrs from the original period and he rejected it. 2. Vivint was taking care of everything: Vivint is taking care of the monitoring but not the equipment cost where he signed me up for a line of credit where he only mentioned that it was for a credit line pre approval in case I agreed to continue with the system. Now Vivint dont have access to this account and cannot modify the equipment list or cost. 3. I could use the equipment and app without monitoring and Vivint will always support the equipment: The app is not usable without monitoring, they will not upgrade your equipment ever and technicians could have an extra cost. I cannot event cancel the monitoring until the line of credit is paid off. Vivint have tried to get the equipment up an running with additional equipment and offered me some time of free monitoring as well as covering some money owed but did not allowed me to cancel the account or my line of credit.Business Response
Date: 08/22/2022
August 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17710622
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 3, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he was told he had a two (2) month trial period that ended on August 3, 2022. ******************** states that he experienced unresolved equipment issues and contacted for cancellation on August 5, 2022 and the technician resolved the issues on August 9, 2022 during a scheduled appointment. ******************** states that he is not able to adjust the amount of equipment he has. ******************** desires cancellation of his account and equipment financing without penalties.
A Vivint representative has reached out to ******************** in order to assist. Vivints representative is willing to work with ******************** to resolve this including rate reductions, credit, or downgrading equipment to assist. ******************** 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 June 3, 2022 with an initial term of sixty (60) months. Vivints records show that ******************** had a technician come to his home on June 30, 2022 to assist with the issues he was experiencing and again on August 9, 2022 to resolve the doorbell camera issues. Vivints records indicate that ******************** was provided a two (2) month right of rescission period that would have ended on August 3, 2022. Vivints records show that ******************** contacted Vivint on August 5, 2022 about cancellation of his account, but was outside of his two (2) month trial period. Vivints records show that following a conversation with Vivint representatives on August 12, 2022, ******************** was offered a free Outdoor Camera with waived monthly cost, five (5) months of monitoring for free, $100 refunded to him, and replacing his thermostat with a different model.
Vivints representative is willing to assist in this matter as possible. ******************** 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: 08/25/2022
Complaint: 17710622
I am rejecting this response because some of the information is missing or inaccurate:1. The equipment did not work properly and had a technician to fix the equipment on June 30th, 2022 and by July 6th, 2022 the equipment was not working again which was relayed to the sales representative at the time. By July 13th I requested a cancellation through my sales rep which rejected it and mentioned he will extend the trial period until September 3rd so I can get the equipment fixed and try it out since I was having multiple issues. After trying to talk to the sales rep and failing to do so I called Vivint directly to request the Cancellation in August 5th since my equipment was not fixed at the time. They also rejected my request and sent a technician on August 9th to fix the equipment.
2. On August 12, I was finally called back from a Supervisor who offered an outdoor camera, 5 months of free monitoring and $100 refund from charges that were not supposed to be charged based on the trial periods and free months. The camera was installed but the refund has not been applied to my account and no upgrade has been done on the thermostats.
3. I continue to search for cancellation without penalty and reinstallation of my previous equipment and fixes to house damage if any as described by the recession period explanation at the time of installation.
A Vivint rep from the legal team has reached out and offered to help by cancelling the financing and the monitoring without penalty, reimbursement of all charges made by both monitoring and financing and the removal of old equipment and installation of the old one.
We are currently working through the details to get this done but it has not been fully resolved yet.
Sincerely,
*****************************Business Response
Date: 08/30/2022
August 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17710622
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 3, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his rebuttal, ******************** states that he experienced unresolved equipment issues. ******************** states that he was made an offer to try and assist, but they have not been applied. ******************** states that he continues seeking cancellation of his account without penalties and his previous equipment installed.
A Vivint representative has reached out to ******************** in order to assist. As a courtesy, Vivint agrees to retrieve the equipment and cancel Mr. ********* account and financing without penalties along with a refund of payments made. If needed, a claim with Vivints Claims Resolution may be opened. ******************** 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 June 3, 2022 with an initial term of sixty (60) months. Vivints records show that ******************** had a technician come to his home on June 30, 2022 to assist with the issues he was experiencing and again on August 9, 2022 to resolve the doorbell camera issues. Vivints records indicate that ******************** was provided a two (2) month right of rescission period that would have ended on August 3, 2022. Vivints records show that ******************** contacted Vivint on August 5, 2022 about cancellation of his account, but was outside of his two (2) month trial period. Vivints records show that following a conversation with Vivint representatives on August 12, 2022, ******************** was offered a free Outdoor Camera with waived monthly cost, five (5) months of monitoring for free, $100 refunded to him, and replacing his thermostat with a different model.
Vivints representative is willing to assist in this matter as possible. ******************** 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: 09/03/2022
Complaint: 17710622
I am rejecting this response because:The information they have is slightly inaccurate as explained in the previous response and was not adjusted in this response.
A Vivint representative has reached out and the equipment has been removed by Vivint in September 2, 2022. The holes and damages to the house done by the equipment mounting was not fixed or covered as explained by the sales representative at the beginning of the trial period, however, they did put back my original locks and thermostats back.
I am currently waiting on the confirmation of cancellation of both accounts as well as the refund on the payments made as discussed by the legal representative.
Sincerely,
*****************************Business Response
Date: 09/13/2022
September 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17710622
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 3, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his rebuttal, ******************** states that the equipment was retrieved. ******************** states that he is waiting on cancellation and refund of his accounts. ******************** states the damage was not repaired as he was told it would be if he cancelled within his right of rescission period.
A Vivint representative has reached out to ******************** in order to assist. Vivints records show that the equipment has been retrieved and the cancellation has been requested. Mr. ********* Vivint account has been cancelled and he has no further obligation to Vivint. The request has been sent to the financing provider for cancellation as well and refunds for both accounts should be on their way. Vivints records show that Vivint cancelled Mr. ********* account outside of his right of rescission period with the approval of Vivints representative. ******************** 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 June 3, 2022 with an initial term of sixty (60) months. Vivints records show that ******************** had a technician come to his home on June 30, 2022 to assist with the issues he was experiencing and again on August 9, 2022 to resolve the doorbell camera issues. Vivints records indicate that ******************** was provided a two (2) month right of rescission period that would have ended on August 3, 2022. Vivints records show that ******************** contacted Vivint on August 5, 2022 about cancellation of his account, but was outside of his two (2) month trial period. Vivints records show that following a conversation with Vivint representatives on August 12, 2022, ******************** was offered a free Outdoor Camera with waived monthly cost, five (5) months of monitoring for free, $100 refunded to him, and replacing his thermostat with a different model.
Vivints representative is willing to assist in this matter as possible. ******************** 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
Complaint: 17710622
I am rejecting this response because:
Some of the information is still slightly inaccurate and all refunds have not been completed yet.
The equipment has been retrieved and I have received the contract cancellation e mail from Vivint, not yet from the financial company but I was told this would take a month or two to complete. I am waiting for that process to be completed and refund applied.Damage to the property was not repaired as I was told by the sales representative. Sales representative stated that repair of the house due to the equipment would be covered by cancellation at any time and later told only during the rescission period. The technician mentioned he did not fix it because he did not have the tools available to do it.
My initial rescission period was of sixty (60) days but with multiple equipment faults and long periods of equipment not working properly I was offered by the sales representative an extra thirty (30) days of rescission period, meaning my rescission period would have ended on September 3, 2022. I contacted Vivint on August 5, 2022 after a representative told me I only had a week left of rescission period and my equipment was still not working properly at the time. This is when I requested the cancellation and the company had not record of the extension made by the sales representative so it is claimed that I requested the cancellation outside of the period when I was under the impression I had over three (3) weeks left as stated by the sales representative.
After the cancellation request, I was told I would be contacted the next day by a supervisor to continue to work the problem, but it was not until seven (7) days later and three different follow *** on my end that I was contacted. I was offered a free Outdoor Camera with waived monthly cost, five (5) months of monitoring for free, $100 refunded to him, and replacing his thermostat with a different model. However, after some deliberation from Vivint I was told that I needed to decide between replacing the thermostat or the free outdoor camera, so the original offer was never actually honored.
Sincerely,
*****************************Initial Complaint
Date:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They came out in May 2022 encouraged me to sign up for their service. They installed some cameras and the security pad on the wall, promised to return in 1 to 2 weeks complete the install. Never came back, never called. I called to complain, they have set up 5 appointments for me over the summer in which, no one ever showed up or had the decency to call me as I spend my entire day waiting for nothing. They didn't have a problem charging me for the install or charging me monthly for half the equipment. Now I dont trust that anyone is coming when they say they are, it's time to report this, because now I am selling my home and my buyers wont have a doorbell because im taking my ring doorbell with me. I was left a unsatisfied customer with: 1. No doorbell camera installed 2.Never got my yard signs 3. Window glass break equipment not installed 4. The system is bypassing my garage/before it was saying my garage door is open when it wasnot.Business Response
Date: 08/22/2022
August 22, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: May 24, 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 was sold the system in May of 2022 and was told someone would return to finish the installation within one (1) to two (2) weeks. She states that no one ever showed to finish the installation. Ms. ***** states that five (5) appointments have been set and technician have failed to show to finish the installation. Ms. ***** states she is selling her home and her new homeowner will not have a doorbell due to this situation. Ms. ***** desires cancellation, a refund, and to have the equipment removed.
A Vivint representative has attempted to reach Ms. ***** via email in efforts to resolve this matter. Vivint has provided a technician to finish the installation and two (2) months of free service. Vivint offers to provide another two (2) months of free service for any addition inconvenience this may have caused.
Vivint’s records indicate that the appointment has been delayed due to equipment being on back order. Records show that the remaining equipment has been installed.
With the above information Vivint offers to provide an additional two (2) months of free service. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/22/2022
Complaint: 17710552
I am rejecting this response because: 2 months of free service isn't worth the misery I've been through, 2 months of free services doesn't help me I sold my home Friday, 2 months off free service doesn't butter me up. doesn't help a women who is stuck in a **** dollar contract for people to not show up not once, not twice, not 3 times , not four but FIVE times for unfinishedservices, and never had the decency to tell me anything about back orders, THE **** WAS TO COME TO MY HOME DISRUPT MY DINNER FOR 5 HOURS BACK IN MAY , SALE ME SOMETHING FOR YOU TO GET *********************************************************************************** AND MAKE IT A NO WAY OUT FOR ME!!! due to this being a ongoing issue that wasn't gonna get resolved until I contacted BBB, I don't want to be forced into paying for something, I never got full use of IT while in my home, IT KEEPS BYPASSING MY ********* am not interested in using this service at my new place AND THERES NOTHING THAT CAN BE DONE TO MAKE ME WANT IT! i WAS LIVING IN PEACE BEFORE VIVENT AGENTS KNOCKED ON MY DOOR 4 months ago. Id rather go back to ADT.
Sincerely,
*******************Business Response
Date: 08/29/2022
August 29, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: May 24, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her rebuttal Ms. ***** states that the previous offer of two (2) months of service is not sufficient for the misery she has gone through. She does not want to be forced to pay for something she will never get full use of.
A Vivint representative has spoken with Ms. ***** via email in efforts to resolve this matter. Vivint has offered to provide full cancellation of the account. This cancellation will include the removal of the Vivint equipment as well as a full refund.
Vivint’s records indicate that they are currently waiting on Ms. ***** to confirm an appointment to have the equipment removed to move forward with the cancellation.
Vivint offers to provide full cancellation of the agreement. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
August 29, 2022
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: May 24, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her rebuttal Ms. ***** states that the previous offer of two (2) months of service is not sufficient for the misery she has gone through. She does not want to be forced to pay for something she will never get full use of.
A Vivint representative has spoken with Ms. ***** via email in efforts to resolve this matter. Vivint has offered to provide full cancellation of the account. This cancellation will include the removal of the Vivint equipment as well as a full refund.
Vivint’s records indicate that they are currently waiting on Ms. ***** to confirm an appointment to have the equipment removed to move forward with the cancellation.
Vivint offers to provide full cancellation of the agreement. Ms. ***** may contact Vivint’s 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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/01/2022
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. I agree to the appointment for uninstall.
Sincerely,
**** *****Customer Answer
Date: 09/06/2022
After BBB closed the complaint as satisfactory. ***** never showed up on 9/6/22 as promised to remove and take possession of there equipment . This was after confirmation of a text to me that they would be here . And citizens bank is charging me constantly. I'm reopening my complaint and I don't want my case closed until these people act. Now you should see for yourself they are crooks and lied to me again and again and again. My next step is to call a attorney, and put this out on the news stations.*******************18221 Denby, **************************, ** 48240************Business Response
Date: 09/13/2022
September 13, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17710552
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.
In her rebuttal ************** states that the technician scheduled for September 6, 2022, never showed. ************** also states she is still being charged by Citizens bank.
A Vivint representative has spoken with ************** via email in efforts to resolve this matter. Vivint has approved to leave the equipment in the home of **************. Vivint has still provided cancellation, a full refund and equipment loan closure.
Vivints records indicate that the account of ************** has been officially cancelled as of September 10, 2022, thus providing her with a refund and closure of her equipment loan.
Vivint has cancelled the account. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/17/2022
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:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
System installed 10/22the same evening the alarm activated without cause. Police were dispatched. Subsequent to this incident, repeated alarms were engaged due to faulty installation. Finally resolved. Currently, and for the past week, their installed smoke alarm has continued to trigger without cause and the fire department was dispatched unnecessarily. Now, ** told that I must climb a ladder to make repairs as they refused to send a tech for a small issue. I explained that Im medically restricted from climbing (fall risk due to extreme vertigo). The technician ********************* (#*******) responded that I was NOT disabledI asked to speak to a manager and she responded that none were available and no call back courtesy is offered. She told me to call back until I could reach someone. I shared that today, the alarm engaged twice. She offered no additional guidance beyond you have to fix it yourself.Business Response
Date: 08/22/2022
August 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17710449
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: October 27, 2021
To Whom It May ***************** have reviewed the information provided by Ms. ************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently 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: 08/22/2022
Complaint: 17710449
I am rejecting this response because:the agent for the company had no specifics about my issue and was insulting when repeating information that was not accurate even after my two attempts to offer specifics. The agent is only expecting pics of equipment from me, which does not resolve the issue. I am submitting pics as requested but a resolution continues to pend.
Sincerely,
*************************Business Response
Date: 08/29/2022
August 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17710449
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: October 27, 2021
To Whom It May ***************** have reviewed the additional information provided by Ms. ************************* and appreciate the opportunity to respond.
A legal representative from Vivint recently contacted ************** to resolve her concerns and is awaiting pictures from ************** to support her claims. ************** explains that she paid for a wireless smoke detector, but a wired smoked detector was installed. She further explains that she would be providing these pictures. ************** explains that there is a price difference between these two devices and wants to be compensated for that.
The representative let ************** know that there is no price difference in the costs of Vivint smoke detectors. As such, no compensation is warranted.
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: 08/31/2022
Complaint: 17710449
I am rejecting this response because:The company insists it did not and does not install hard wired equipmenthowever, I paid for wireless equipment from October 2021-August 2022. If hard wired equipment is not and never used by the company, how are they arriving at a no price difference decision? Wireless equipment was NOT installed until August 2022. The tech saw the hard wired equipment and the absence of wireless equipment during the August 2022 service visit. To add insult to injury I was assessed a $50 charge for the company to install equipment 10 months after declaring that they had indeed completed the proper and contracted installation.
I was under the impression that the company received the pics taken during the recent installation visit . I will send again.
Sincerely,
*************************Initial Complaint
Date:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Monday, June 27, we bought a Vivint security system from a Vivint salesman. The agreement on our system covers the ability to see 24/7 video footage for up to 30 days from two cameras, the ability to operate the garage door and more. The installation was supposed to be started and completed that evening. After multiple visits from different technicians, many hours later, damage to the home, and much frustration, we were told our system was complete. We have had multiple issues with the system not working, have reached out to our salesman and customer support many times with no resolution. We are unable to *********** video coverage, which was the main reason we agreed to the Vivint security system. If we're unable to use the cameras in their capacity, it's not much of a security factor. The app with the system doesn't work all of the time and also gives us inaccurate notifications. It will not work consistently and has actually caused us to feel less secure. We shouldn't have to rush home to close a garage door or entry door that's not actually open. Again, we have reached out to our salesman and customer service on multiple occasions with no support. We were able to have a technician come this week and he said our cameras were rushed to the market too early and they don't work. He admitted they do not work. We would appreciate support in reaching Vivint to remove the system, repair all damages from the installation and removal, and a full refund. We have text messages and emails confirming the run around we are getting from the company. Thank you.Business Response
Date: 08/22/2022
August 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17708457
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: June 27, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***** in order to assist. Vivint has set up an appointment to retrieve the equipment from Ms. ****** home following which, Vivint agrees to cancel Ms. ****** account. Ms. ***** 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:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Been having multiple issues with getting warranty service. Made multiple appointments only to have them call 1 -2 hours before appointment time ends. I have taken 2 days off without pay losing 750 in total. I am told every time that the technician had a emergency. They cant get anybody out till another week. I cannot keep taking off waiting for this company. I pay every billing statement never late as they draw the money but my service is not working for over 1 month as they also made me work with them on multiple occasions to trouble. Then sent me part which didnt work finally scheduled appointment 2 weeks out only cancel againCustomer Answer
Date: 08/12/2022
I would like 3 months credit and a technician at a time I am available after 4pmBusiness Response
Date: 08/19/2022
August 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17708358
Complainant: *************************
Vivint Account #: *******
Date of Agreement: March 17, 2019
To Whom It May ***************** have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
A legal representative from Vivint recently contact ************** to resolve his concerns. ************** 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:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Some guy came to my house. He said I would get cameras installed. He never said anything about a 3 yr contract. And then I find out I'm in contract with vivint and the financing company. The cameras don't even work. I've had them for 2 yrs trying to get out of contract and they won't let me. They won't even come out and fix the cameras so they work. They just keep taking my moneyBusiness Response
Date: 08/19/2022
August 19, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ********
Vivint Account #: *******
Date of Agreement: April 27, 2022 39
To Whom It May Concern:
I have reviewed the information provided by Mrs. ******** and appreciate the opportunity to respond.
In her complaint, Mrs. ******** states that she has experienced unresolved equipment issues since the installation of her system. Mrs. ******** states that she was not told about the term of her Agreement. Mrs. ******** desires cancellation of her Agreement and financing.
A Vivint representative has reached out to Mrs. ******** in order to assist. As a courtesy, Vivint’s representative is reducing Mrs. ********’s monthly rate by $10. Vivint’s representative is applying a credit for $178.28 to Mrs. ********’s account. Vivint’s records show that Mrs. ******** has a technician scheduled for August 24, 2022 to assist with the issues Mrs. ******** mentions.
Vivint’s records show that Mrs. ******** signed a Purchase and Services Agreement on April 27, 2022 with an initial term of thirty-nine (39) months. Vivint’s records show that this was after Mrs. ******** moved her original services and term to a new address. Vivint’s records show that Mrs. ******** contacted Vivint in May 2022 about issues she was experiencing and a technician came to her home to assist. Vivint’s records indicate that Mrs. ******** contacted Vivint on August 12, 2022 about her camera and a technician has been scheduled to assist with the camera issues she is experiencing.
Vivint agrees to the above resolution. Mrs. ******** 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 LegalBusiness Response
Date: 08/25/2022
August 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ********
Vivint Account #: *******
Date of Agreement: April 27, 2022 39
To Whom It May Concern:
I have reviewed the information provided by Mrs. ******** and appreciate the opportunity to respond.
In her rebuttal, Mrs. ******** states that she is rejecting the response because she is being told her Agreement is starting over because she moved. Mrs. ******** states that she wasn’t told about a credit.
A Vivint representative has reached out to Mrs. ******** in order to assist. Vivint’s representative is willing to work with Mrs. ******** to resolve this matter. Vivint’s representative has applied the credit mentioned in the second email and the original response. Vivint’s representative has also reduced Mrs. ********’s monthly rate as mentioned. Mrs. ******** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Mrs. ******** signed a Purchase and Services Agreement on April 27, 2022 with an initial term of thirty-nine (39) months. Vivint’s records show that this was after Mrs. ******** moved her original services and term to a new address. Vivint’s records show that Mrs. ******** contacted Vivint in May 2022 about issues she was experiencing and a technician came to her home to assist. Vivint’s records indicate that Mrs. ******** contacted Vivint on August 12, 2022 about her camera and a technician has been scheduled to assist with the camera issues she is experiencing.
Vivint agrees to the above resolution. Mrs. ******** 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: 08/25/2022
Complaint: ********
I am rejecting this response because:
I forgot to mention that the guy that came and hooked my cameras up stapled and tore my siding up also. The new tech that came out notice it and said the guy should've never done that. He said he should've known better than to staple the wires to my siding
Sincerely,
****** ********Initial Complaint
Date:08/12/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a Vivint system several months ago (I don't have the exact date). I was told at the time by my salesperson, *******, that if I ever wanted to cancel the service, they would simply "pick up the equipment." Several months later when I tried to cancel, I was told that I had to pay for the equipment before they would cancel my service and they refused to pick up my equipment. So, I boxed up the equipment, careful to wrap in bubble wrap and sent it to the home office. Now they tell me they did not receive the equipment and I have to pay for it before they will even cancel my service. I tried but the ************** cannot track the package. Vivint says if they had received the equipment, they would cancel my service but had previously refused to come pick up the equipment. It's like since they didn't receive the equipment (supposedly), they would now cancel my service, if they had received it, even though previously, they would not pick up the equipment and cancel my service. They can tell I have not used the service in months but still refuse to cancel my service until the equipment is paid off. Now, ******** ******** who has the equipment loan) has put this on my credit report. I feel I have been treated unfairly by this company. They should have picked up my equipment and cancelled my service when I first requested it. Now, I am getting text messages threatening to cut off my service (please do!) if I don't pay the monthly service charges. Next thing, this will be put on my credit report.Business Response
Date: 08/22/2022
August 22, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17707534
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 28, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she purchased a system several months ago. She states that the sales representative told her if she ever wanted to cancel Vivint would pick up the equipment. ************** states that she attempted to cancel several months later was told Vivint would not pick up the equipment and that she must pay for the equipment before the account could be cancelled. ************** states that she boxed up the equipment and sent it back to the home office. ************** states that Vivint has told her that they have not received the equipment. She states that Vivint has told her the account will be canceled if it can be proved that the equipment was received. ************** states that the equipment has been placed on her credit report by Citizens. ************** desires corrections to a credit report and cancellation without penalty.
A Vivint representative has attempted to reach ************** via email in efforts to resolve this matter. Vivint offers to provide cancellation and to waive any associated fees if ************** can provide proof that the equipment was sent. ************** can send that documentation to Vivints representative ***************************************** Vivint can not correct the credit report as this was an agreement made between ************** and *************.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on August 28, 2021. Records indicate that ************** agreed to the equipment loan with ************* along with the Agreement.
With the above information listed Vivint does offer cancellation if ************** can provide the requested documentation. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
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.