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
- 7,935 total complaints in the last 3 years.
- 2,738 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:08/07/2022
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.
Unfortunately, I was conned into purchasing a Vivint home security system in the midst of the Covid pandemic in August 2020. I am a single mom of 2 children, and the salesman 100% used that to his advantage. The salesman who came to my home approached me outside, and would not take no for an answer. He encouraged me to use someone else's name for the credit check, as I was not approved. He also agreed to reimburse me the initial cost at setup if I purchased a system. I felt VERY pressured and was not disclosed all of the facts about what I was purchasing. He talked fast enough to make it sound good and glossed over all of the very important information, like contract terms, etc. I was not even aware of the full price of the equipment until after the purchase. Fast forward until now, I have moved from my previous rental to a new rental. I am unable to have the system in my new rental, and contacted the company regarding cancelling and returning equipment as it's not in my name, and I am unable to do anything with the equipment. The ************ they said that I had was to "pause" my payments for a year, which would extend my contract by a year, or have the new owner take over the system, which was not an option as the homeowner was selling the property and did not want it left there. All I want is to send the equipment back and get out of the contract that I can't use, and that is not even in my name. This company is VERY misleading in all of their business practices; from the sales of the equipment, to their contract terms, etc. Their customer service is also awful; noone is on the same page as far as protocols and procedures, as the few times I have called regarding issues, I have gotten the run around. I have only ever spoke with ONE customer service agent that was knowledgeable and helpful. I just want to be out of this contract and done with this company.
Business Response
Date: 08/17/2022
August 17, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17683380
Complainant: ******* June
Vivint Account #:*******
Date of Agreement: 8/8/2020
To Whom It May ***************** have reviewed the information provided by Ms. June and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. **** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel ************** account and loan without penalty. 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:08/06/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We moved and wished to cancel our service because we have moved and our equipment in the old house is paid in full. We can never get ahold of anyone to discuss this. The tech that came out said that our agreement was only for the equipment, which we paid in full already.Business Response
Date: 08/15/2022
August 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17683408
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: September 28, 2021
To Whom It May ***************** have reviewed the information provided by ************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide cancellation with forgiveness. Vivint will waive the remaining monitoring contract and any associated fees. ************************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/16/2022
Better Business Bureau:Agreement has been made and I contact you if any issues I will reach back out.
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:08/06/2022
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 have had service with Vivint for multiple years. The equipment malfunctions, such as does not record video from the door bell or the inside camera. **************** can never state the same information consistently. Multiple attempts to get the correct contact information inputted. Police has been dispatched to our homes on multiple times due to taking over 9 minutes, hang *** on me trying to stop the alarm not being warranted. This last time, new equipment was replacing the old equipment. We found that someone else's information was on our emergency contact. After the technician left, everytime the doorbell rang the system would resent never recording any video. We called to have a technician come and fix it. Confirmation was confirmed and the technician never arrived to our home even after 2 calls were made To vivint about where they were. They even said they were 10 minutes out to coming to our home. I receive a call from another technician stating that he just received the tag for this job and would not come out until Tuesday. Our appointment was for a Friday. We are paying for a security service that doesn't provide security. They are not upholding their end of their service deal.Business Response
Date: 08/15/2022
August 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17680741
Complainant: September ***************************
Vivint Account #: *******
Date of Agreement: July 8, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she has experienced unresolved equipment issues. ****************** states that she recently scheduled a technician, but the technician did not arrive. ****************** states that they are paying for services, but did not receive service. ****************** desires a refund.
A Vivint representative has reached out to ****************** in order to assist. Vivints records indicate a technician came to ****************** home on August 9, 2022. Vivints representative is willing to credit ****************** account or make a permanent reduction to her monthly rate. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter or to confirm her choice.
Vivints records show that ****************** signed a new Purchase and Services Agreement on July 8, 2022 with an initial term of sixty (60) months. Vivints records indicate that ****************** contacted Vivint on August 2 and August 5, 2022 about the issues she was experiencing. Vivints records indicate that a technician was scheduled, but had to be rescheduled due to personal reasons. Vivints records indicate that the appointment took place on August 9, 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 LegalCustomer Answer
Date: 08/21/2022
Complaint: 17680741
I am rejecting this response because:The appointment was rescheduled because the technician called and stated that they didn't see the appointment tagged o them until the late afternoon. It was already past the time 4 hour window that the appointment was made. ********************* was called and a message was left by me.
Another call had to be made to vivint on the same day Aug 9th about the equipment alarming for no reason 5 times at 9pm. I still have not received the replacement equipment. How many more days do I have to wait? I also have a hole in my wall for the doorbell issue
See email sent to *********************.
Good evening Caleb,
I called and left a message and I have not received a call back from you. This appears to be very consistent with Vinvint and customer service.To answer your question, a tech did come back and resolved the doorbell issue. I now have a hole in my wall with wires running down my wall to an outlet in order for the door bell to work. If you think this was a solution, it was a poor solution. That very same evening, my glass break equipment was set off 5 times at 9pm. I called vivient the next day and they were suppose to send out replacement equipment in 3 days. That was around August 12th. August 17th I was sent an email stating that it was send. It is August 21st and I still have no equipment.That glass break protects my entire down stairs area. I am paying for equipment that does not work.Here is what I want I have a bill for the new equipment that I want Vivint to pay and I want my bill to be reduced to *****. If I do not hear back from you by Tuesday Aug 22 I will be contact BBB about this.
Sincerely,
September ***************************Business Response
Date: 08/29/2022
August 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17680741
Complainant: September ***************************
Vivint Account #: *******
Date of Agreement: July 8, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her rebuttal, ****************** states that the appointment was rescheduled due to the technician. ****************** states that she contacted Vivints representative. ****************** states that her glass break triggered five (5) times and a replacement was not received. ****************** desires the new equipment she received be covered at no cost and her bill reduced to $36.50.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative has agreed to reduce ****************** monthly rate to $36.50, plus applicable taxes. Vivints representative is willing to send two (2) additional glass break sensors at no additional cost. Vivints representative is covering the new panel that ****************** received. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a new Purchase and Services Agreement on July 8, 2022 with an initial term of sixty (60) months. Vivints records indicate that ****************** contacted Vivint on August 2 and August 5, 2022 about the issues she was experiencing. Vivints records indicate that a technician was scheduled, but had to be rescheduled due to personal reasons. Vivints records indicate that the appointment took place on August 9, 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:08/06/2022
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 had a representative knocking on our door and provided us with the products. We decided to purchase the products, the home system, door lock and a camera. He mentioned that the installation was free (he lied) and as we were reading the details we found out it was not free. That was a red flag but he apologized and said he meant to say that it was part of the cost. We still decided to move forward. The rep called the person to install but they only installed the home system and camera. The door lock was NOT installed. They also did not add the the magnets for the back door (They were missing and said they would install them). The person who installed the system did not check the doors nor windows to see if the older magnets were working and we have no idea if the alarm is even working. The installer said he would come the next day to check and complete the work, which included to add the door lock (which we bought but still don't have) and make sure the system was running. He never came back. This was 3 weeks ago. Now we have a bill for an alarm that doesn't work and not installed correctly with missing magnets and no door lock. We called avivint customer support almost evey day and they tell us to that someone will go today and know one ever shows up. We are very upset and now just want out. We want them to take everything back and want to void the contract. They gave us 3 days to try the system but the 3 days don't count because we never had all that we purchased. We want to cancel the product and return everything back. We are very upset that they keep lying to us that a rep will be stopping by and it's been 3 weeks already.Business Response
Date: 08/16/2022
Tell us why here...August 16, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17680181
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 7/9/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she is dissatisfied with her service as not all of her equipment has been installed. ************** requests cancellation and a refund.
Vivints records indicate that a technician was sent to **************** home on August 11,2022. A representative from Vivint has contacted ************** via email to find out the status of her concerns following the appointment. Vivint advises ************* to contact the representative so her concerns may be fully resolved.
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:08/05/2022
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.
Date of transaction late july. $4,000 for a security system. Door to door salesman scare tactic my pregnant wife to a contract in 2018. Called asking to have this relinquished, But to no avail, ended up having to get another security system quoted to be worth 2,600$ Ended up being 3,600$.Contract was to have a vivant rep call and make an appointment for instillation that week. No call back was made. I had to call back 8/5. I am seeking to have my contract removed and I do not want to associate with Vivant. My wife was 8 months pregnant and was not in a sound of mind when signing the contractBusiness Response
Date: 08/15/2022
August 15, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17679606
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: November 3, 2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide cancellation with no penalty. Vivint will waive any remaining contract term as well as all associated fees. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/10/2023
In 2018 my then pregnant and at high-risk wife was approached by a vivint sales man. He proceeded to use scare tactics on my wife such as "don't you want your baby safe?". With my wife not being of state of mind as she was on medication and bed rested, She signed a 4000$ contract with vivint. In 2022 I ***************************** her husband found out what had happened and complained to vivint about what was done. I was called by one of vivnts attorneys stating that I do not need to pay the remaining balance of 2,600$ and to keep the equipment. Now as of 4/8/2023, My wife got a call from a collections agent saying we owe 2,600$ from vivint and that vivint made no effort into resolving the original issue in the first place. They sent no email's or postage mail to our house for debt or collections.Business Response
Date: 04/13/2023
April 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17679606
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: November 3, 2020
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 is working on removing the Line of Credit from collections. Vivint will close the line of credit with no fees or penalty to ****************. **************** 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: 04/14/2023
Complaint: 17679606
I am rejecting this response because: The issue has not been resolved. Debt collections are still asking for the money.
Sincerely,
*****************************Initial Complaint
Date:08/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Jun 11, 2022 a Vivint sales **** ******* Furgueron, met me at my old residence, *********************************************************. To make a long story short, I advised the rep I did not want to be in a contract. The sales rep advised I would not be in a long term contract but a dual contract which one was to pay for the equipment, which is paid off, and one that would be month to month. That after my equipment was paid off, I would be in a month to month contract. I called Vivint, who the reps are not helpful at all and will not let me talk to a manager, who state that I am under a 5 yr contract. I advised of the above and states they are wrong that I was in a month to month contract. Vivint reps, in so many words told me I was lying, and that they have the contract I signed. I called the sales **** who no longer works for Vivint, and she confirmed everything above. Vivint put me in a 5yr contract that I was not willing to do from the beginning. I asked and asked politely for them to fix their issue, which they refuse. Vivant sent me a copy of the contract, which I advised them is not correct yet again. After they sent the contract, only thing they would ask is if I needed any help with anything else.Customer Answer
Date: 08/08/2022
I made a error on the date in the first sentence. The year should be 2021 not 2022.Business Response
Date: 08/15/2022
August 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17678787
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 11, 2021
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. Vivints representative has asked for the confirmation of the equipment payoff. Upon receipt, Vivints representative is willing to cancel Mr. ******* Vivint account without penalties. **************** 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: 08/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:08/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Made an agreement with a door to door salesman in approx. May or June of 2022. Attempted to cancel 3 days later because I found that i could get more equipment for the price if i went through their website. (I was told I had 30 days to cancel in person but in writing it said i actually had untill midnight of the 3rd day). I offered them a compromise on the phone that would satisfy me and keep my contract. They accepted. I initially asked them for 3 additional pieces of equipment at no charge, they countered with the 3 additional pieces at a discount and then my final counter was to drop 1 of the pieces and just get 2 of the pieces of equipment and they agreed and said it would cost just an additional $18. I accepted the offer, however a week later on the day i was to receive my new equipment, I instead had a transaction of approx. $349, WELL more than i had agreed to. I then called to resolve this egregious error and was informed that it would take a week to obtain the audio transcript of my phone conversation. I gave them the name of the employee and their badge number so that there was no confusion. Fast foreward a week later, no phone call. I gave it 2 additional days. When i called back 9 days later, I was told that they had not yet obtained the transcript from my phone call and they were elevating my case to top priority and i would be getting a call back as soon as possible. Well, here we are WELL over a month later from that conversation and have gotten no phone call about my issue. only a "courtesy call" to see how i am liking my service. As of this message i have currently been on hold waiting for a supervisor for 1 hour and ******************************************************************************************* just go away. All i want is my money back. I am more than willing to let them keep the $18 I agreed to pay but i would like the difference put back into my account. An unauthorized transaction like this should be considered THEFT!Business Response
Date: 08/15/2022
August 15, 2021
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17678491
Complainant: ***** Atteberry
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 his complaint, ********************** explains that he was told to only pay $18 for additional equipment as a compromised to keep his contract. He further explains that he was then charged $349 instead. ********************** desires a refund.
Vivints records indicate that a refund in the amount of $327.56 is being sent back to the credit card ending in ****. ********************** would receive this refund within 5 business days and Vivint apologizes for any undue delay in this process.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/18/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:08/05/2022
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.
Back in 2020 I saw a special promotion to add a Vivint doorbell camera. I knew the equipment would be worked into the monthly payment, but the sales pitch was that this would lower my monitoring ****, making the doorbell equipment payment + monitoring equal to what I had already been paying. The catch that I understood was that I was locked into paying for monitoring as long as I had an outstanding loan balance. Should I wish to cancel, I would be responsible for paying off the doorbell camera first. The sales pitch was incredibly misleading. I have continued to pay my standard $55/month, but the equipment loan of $16/month was added on. Vivint did not make clear that they were also locking me into a contract separate from the loan. Before I was on a cancel anytime basis, but now I'm locked in until ****, even if I choose to pay off the doorbell cam. To get out completely, I have to pay almost $500 for the remaining balance on the doorbell + $1600 for the remaining months of the contract. Everything about this was misleading and ended up not being exactly what was advertised. Of course now, almost 2.5 years later, I don't have the ad for the original offer. In addition, when I try to view the documentation on the website, all I get is an error message.Business Response
Date: 08/15/2022
August 15, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17678280
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 11/14/2014
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ******** account and loan without penalty. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/05/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/30/22, a vivint sales rep came to our home selling the security system. My husband and I decided to purchase. However, we did not finance. We purchased system outright. The sales rep in our home called (2) separate departments to get the price. We were quoted $2650. The system was installed same day. On 7/31/22 we woke up to a bank charge of $3,754.00 plus and $86 charge from vivint. After calling (On 8/1/22) and finally getting through customer service rep stated that my sales rep had 48 hours to respond to the email that was sent or we would automatically be granted the price of $2650 My sales rep called same day to comfirm the price of $2650 and the account was noted along with the actual conversation of the sales rep and Vivint customer service. I called back a few days later to check the status of the difference that was supposed to be refunded and find out my case was closed. No refund in sight. Customer service rep told me I need to downgrade equipment to get a cheaper price. And transferred me to the loyal customer department. That person then told me the $3,754 was the correct amount according to the equipment that was purchased. He totally refused to look at the notes on my account from previous conversations or did not even reach out to my sales rep for another confirmation. My sales rep is on recording (that a vivint agent took) stating that the price should be $2650. I asked to be transferred to the cancellation department and he refuse to let me cancel by saying I won't get my money back. Once again my sales rep quoted we have 30 days to cancel for a full refund. We want to cancel 7 days into the contract. Sound like a bunch of scammers to me. I just want my money. No explanation, no apology. My money and my money only. I do not do business with crooks. Everyone reading this please stay away from this company. Don't let them fool you by saying they are number 1. They are only number 1 is stealing our hard earned money. Stay with ***!!!!!!!Business Response
Date: 08/15/2022
August 15, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: *******
Date of Agreement: June 24.
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. **** and a resolution has been agreed upon. At this time, Vivint has agreed to provide a refund of $1167.17. Ms. **** can expect to receive her refund in the next 5-7 business days. Vivint is also currently working with Ms. **** to have the remaining equipment installed. 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: 08/16/2022
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 once I receive the refund stated. I have spoken to many individuals that have also told me the same thing and 5-7 business days later no refund. This has been going on for 3 weeks now. Let’s see if I get a refund this time. I would like to keep this case open to ensure Vivint holds up their end of the bargain in providing me the refund and scheduling the reminder of the equipment for installation. I hope they are not lying to me once again. Thank you
Sincerely,
****** ****Initial Complaint
Date:08/04/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mother has been duped and lied to . The salesmen from vivint explained to her she had a week to cancel . Apparently it was 3 days . Her verbally authorized that to promote his sale . We called vivint to cancel and the said it was only 3 days and we were a day late . They are trying to charge me ***** to cancel ! This is outrageous I am going to try to have it settled here if not I will go to the news and media .Business Response
Date: 08/12/2022
August 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ****** Consumer Complaint Case #: 17674381
****** ****** ****** ****** ****** ******Complainant: *******************************
****** ****** ****** ****** ****** ******Vivint Account **************** ****** ****** ****** ****** ******Date of Agreement: N/A
****** ****** ******
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.******
In his complaint, **************** states that his mother was given a seven (7) day right of rescission period. **************** states they called on the fourth day and were told they had a three (3) day cancellation period. **************** desires cancellation of his account without penalties.******
A Vivint representative has reached out to **************** in order to assist. Vivints representative was unable to locate an account with the information provided. **************** may contact Vivints representative directly in order to confirm the information and proceed with assistance. **************** 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
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.