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
- 7,941 total complaints in the last 3 years.
- 2,727 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:07/22/2022
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.
Since February on 2022 I had been having equipment problems with my vivint doorbell camra, I have called, the have done reports and sent out technicians. In May of 2022 they were to replace the doorbell camera, but when the tech came he stated it was not in the notes and they only have their newest model ans I would have to purchase it & they would give me 15% off, I didn't want o pay, so at 1st I declined, then I changed my mind because I didn't want to go without a working doorbell camera, (at this time I did not know the tech had already put the doorbell camera in). I purchase the doorbell camera, then aftera day or 2 I started having problems with that doorbell camera, I called informed vivint I wanted the 1st model doorbell camera, I didn't want their newest, they informed me they no longer offered that camera anymore, I was very upset that they made me purchase this doorbell camera knowing that, that was all they had & that they had to replace my doorbell camera with their newest one, I felt dooped and ripped off. The representative told me that they would replace the camera under warranty, and that they would refund my my. This took place in my of 2022, to this day July 22, 2022 I have gone back and forth with Vivint for my refund and have nit received my monies. Please help me obtain my refund. Thank you
Business Response
Date: 08/01/2022
August 1, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: * ****** ****
Vivint Account #: *******
Date of Agreement: May 28, 2019
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Ms. **** via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. ****’s satisfaction. A refund for the doorbell camera was given to Ms. **** on July 22, 2022, and a refund receipt reflecting this was emailed to Ms. **** by the representative.
Should Ms. **** have any further questions or concerns, she should contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/22/2022
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 been Vivint customers for quite some time and recently upgraded our system. At the time that this new offer was extended, we were promised a $650 discount, no installment fee, no camera fee, and 12 months at a monthly cost of $34.99, a $10/month discount. With all of the discounts, our total should have been $250. However, after the equipment was installed and the contract was signed, they charged us $1,130.84. We immediately called our bank and tried to stop the charge, but it already went through. We then opened a fraud case for the charge. Since the time of this charge back at the end of May, 2022, I have had to call them weekly or bi-weekly to try and get a refund. They did one large refund for $782.23. They did explain that they took out the $250 equipment charge. That would only leave the total refund $1,032.23. So not the correct amount as the initial charge was $1,130.84, leaving a difference of $98.61. This amount was supposed to refunded, after another 3-4 phone calls they issued $25 credit, still leaving the difference at $73.53. After yet another phone call, by the way, each of those phone calls lasted 1-3 hours being put on hold and passed off to different representatives, I was told I would get a monthly service credit for two months to offset this difference. However, a few weeks later I was charged $19 for my monthly service. This is not about the money anymore. This is about their complete lack of customer service, having to babysit them to get every nickel and dime that they wrongfully charged me, to begin with. I have asked that they cancel my four-year contract as they have not upheld their portion of the contract. They of course said they could not do that. That is why I am filing this complaint. I have wasted hours upon hours trying to get this figured out with getting passed off, and not a final solution. This company sells people offers that they do not follow through on and make it impossible to get a resolution.Business Response
Date: 08/01/2022
August 1, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: July 18, 2008
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. ******* in order to assist. At this time, Vivint agrees to refund $298.61 to the card on file. Vivint also has applied a credit to cover six (6) months of service and make her account month to month after August 2023. Ms. ******* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/22/2022
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 3, 2022, I was harassed and lied to for a Vivint contract deal that I was told was a 30 day trial period by Waleed Khan. I was also told that if I was in a contract with my prior security company that they would buy it out. I found out that I was in a contract. I decided to stay with my prior company. When I called to get out of the Vivint deal, I was told that they don't have 30 day trial periods, only a 3 day cancelation policy. I am currently stuck in a contract with Vivint who is also saying that my sales rep didn't note the buyout. Typically the rep gives the customer the gift card to buy out their current provider. My rep won't answer my calls. I am currently stuck in 2 alarm security contracts which seems to be contradictory when both can't monitor at the same time. I really need help. On June 9th, I provided Vivint with everything they need for the buy out, but on July 7th they told me that they are stuck in a hard place and reviewing to see what can be done. I'd prefer to stay with my prior provider, but I don't know if that's possible. I would like to only pay one company for my alarm security, not two. Please help me solve this issue.Business Response
Date: 08/01/2022
8/1/2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: 5/3/2022
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 cancel and refund Ms. *****’s account and loan without penalty upon receipt of the equipment. Following the equipment removal, Vivint will issue a full refund for all monies paid. 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: 08/08/2022
To whom it may concern:I am unsure how to update my response to the resolution. It was my intention to select accept with some conditions because Vivint advised a certain resolution and it not fulfilling that resolution. I would like for the Vivint representative, Megan, to respond to emails and provide a resolution to this matter.Thank you for your time.Best regards,******* *****Initial Complaint
Date:07/22/2022
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 June 23rd I had a vivint sale rep name ***** knock on my door and claim that my Adt home devices would work with vivint systems and our service with adt would be paid out. On the 24th of June a service technician from vivint arrived and informed me that those adt devices could not be installed after my adt panel had already been removed from the wall and that I would need to buy 2 new cameras and new sensors for my doors. We proceeded with the door sensors to not be without security over the weekend and called the provider number because vivint has no customer service number we were transferred 3 times and still received no resolution. On monday the 27th of June I spoke to 7 people before being told that I needed to wait 24 hours to allow the sales rep to answer and help find a solution and I would recieve a call back. On the 28th I had to call back because no one called me and have to speak to a further 6 people but I was assured that I would have cameras installed by the end of the day. The same technician came from before but he had no notes about why he was sent to my home and told me that the cameras were out of stock for the foreseeable future. I called back the next day and was to that no cameras could be installed in my home until the 7th of July even though my family and I would be on vacation during that time. I decided to try to work with the company and they assured me once again that I would recieve my cameras on the 7th for only $50 a piece totalling $100 because of the inconvenience. On the 7th of July the same technician arrived the amount came $900. The technician and myself called separate lines for vivint and tried to get the discrepancies resolved they couldn't. I called back on the 8th was told that they would apply the credit to my line of credit they used for purchases and it would cancel out. They still hadnt cancelled our adt services. Vivint is claiming it cant cancel the services and cant reach ***** who can. Account # **********Business Response
Date: 08/01/2022
August 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17607749
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 24, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to retrieve the equipment from ******************** home and cancel his account with no 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 LegalCustomer Answer
Date: 08/01/2022
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.
Sincerely,
***********************Initial Complaint
Date:07/21/2022
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.
Set aside the fact that this company provided horrible service with malfunctioning equipment and bringing the fire department to my house wrongfully twice. Set aside that they sent us to collections without sending us a bill for the equipment that we were purchasing. Set aside that they refused to change my wife’s maiden name to her married name on the account. We have tried to cancel the service several times and they refuse. We have met every one of their criteria‘s and they keep coming up with new reasons why they refuse to cancel the service. They even sent a young man to our house twice who harassed my wife over the cancellation. We have spoken to several people to cancel, we have put it in writing, we have paid the balance and met every one of their conditions that they have told us about. Now they say they need proof that we paid off the equipment. The equipment that five years ago they were supposed to let us pay monthly on but never sent us a bill, just sending us to collections . We had to pay over $2000 all at once for the equipment. This company has been harassing us and continuously refuses to let us cancel their service. It’s that simple. We need help.Business Response
Date: 07/27/2022
July 27, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: April 25, 2017
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mr. ****** via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. ******’ satisfaction. At this time, Mr. ****** has no further obligation to Vivint.
Should Mr. ****** have any further questions or concerns, he should contact the representative directly.
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: 08/09/2022
Vivint-Please stop harassing us. Our obligations and association with your company are done as stated in your own writing.Business Response
Date: 08/15/2022
August 15, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17606793
Complainant: *********************
Vivint Account #: *******
Date of Agreement: April 25, 2017
To Whom It May ************* have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his rebuttal, **************** states that he has received further contact from Vivint.
A Vivint representative has reached out to **************** via email in order to assist. Vivints records show that **************** account has been cancelled and he has no further obligation to Vivint. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Should **************** have any further questions or concerns, he should contact the representative directly.
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:07/21/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My sensors for my alarms have been going off at random times triggering my alarm last night it happened again at 3am. It has gotten to the point to where I can not set my alarm at my home because it will trigger a false alarm and police will be dispatched. I have called vivint more then 3 times about this issues after the first time trying to trouble shoot it over the phone I requested a tech to come out and help me but they refused to send one out unless I paid 50 dollars. I have asked them for a manager number or email to contact and 2 costumer services reps refused to give me any information to help me contact a supervisor or manger. I just want my alarm system to work correctly. I wont give me a date they can send a tech out and they told me I will have to call to see if a have a date which I think is ridiculous I have to call for an update. So now I am stuck without any alarm system and no date for them to come out and no number or email for a supervisor or managerBusiness Response
Date: 07/30/2022
July 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17606494
Complainant: ***** Munoz
Vivint Account #: *******
Date of Agreement: March 10, 2018
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** 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 LegalCustomer Answer
Date: 07/30/2022
Better Business Bureau:
Vivint has contact me but the issue with my system,it is not resolved yet they have scheduled a date to have tech to come out and fix my system on a day that I will be there. I hate that I had to reach out to the BBB just to get a scheduled date but I will let the BBB know if they get it fixed.
Sincerely,
*********************Initial Complaint
Date:07/21/2022
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.
This Company provided a security system that wasn't the greatest under false information from the beginning, However, I stuck with it for almost 2 years. my lease was up I moved, They advised me as long as I was paying for the equipment the transfer of equipment was free, however, They charged me $149.00 for a tech to come an remove the equipment and then another $149.00 for one to come an install the equipment. This was in April so the charges were not valid under what i was told however, they charged me anyway. Then the new address is what they call unserviceable, So they have to cancel the service and the contract and the contract for the equipment. I have been trying to get them to get their equipment as they said that they need it back in order to process the cancellation, They claim to be out of shipping labels, I have tries to set up several different Tech pick **** The scheduling department never calls to set it up once I get them on the phone an push the issue to have an appointment set up they then reschedule the appointment 20 mins before the appointment window is up. I am going circles them and fortiva are still collecting payments this is so unfair and scammy. I am wanting a refund for both the equipment and the payments for the service and have them get their equipment back properly process this cancellation and remove this from my credit. I have spoken to so many supervisors an customer service reps ***** of my life gone and wasted on the phone with these ppl since April here it is almost August with no results. I fear unrightfully so they will not correct tis with out any help for me.Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17601728
Complainant: *******************
Vivint Account #: *******
Date of Agreement: May 13, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she moved to a new location. **************** states that she was billed for the retrieval and the installation of the equipment. **************** states that she has not had the equipment installed. **************** states that she has been told her address is unserviceable. **************** desires the job finished, a billing adjustment, and a correction to a credit report.
A Vivint representative has reached out to **************** in order to assist. At this time, Vivint agrees to cancel Ms. ******* account and financing without penalties. **************** has no further obligation to Vivint. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that **************** signed a Purchase and Services Agreement on May 13, 2021 with an initial term of sixty (60) months. Vivints records show that Ms. ******* equipment was removed from her original service address on June 1, 2022. Vivints records indicate that a technician went to Ms. ******* new address on June 7, 2022 to install the equipment, but due to the business building they were unable to install the doorbell camera or outdoor camera. Vivints records indicate that **************** contacted Vivint about cancellation of her account on July 21, 2022 about cancellation of her account.
Vivint agrees to the above resolution. **************** may contact Vivints representative 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: 07/29/2022
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:07/21/2022
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.
In October 2021 I contacted Vivint to end my current home security contract. In order to get out of the contract I had to pay 290 dollars, I did this. The last 2 weeks I have received notification through phone calls and emails stating that my account with Vivint is past due. I called Vivint and they said that they did not receive an email from me stating that I was ending my services, therefore my account continued to be charged and they have been using the 290 dollars as a credit to my account and now those funds are out and they want me to pay a past due amount of 190 dollars. I have not received a **** or notice saying that I was still being charged monthly. I would like my account to be closed. I do not want to owe them any money for any services that I thought I was ending in October of 2021.Business Response
Date: 07/29/2022
July 29, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17601630
Complainant: *******************
Vivint Account #: *******
Date of Agreement: October 22, 2016
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ************ and a resolution has been agreed upon. At this time, Vivint has processed a cancellation on ************** account, and cleared and past due balance. ************ 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: 07/29/2022
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:07/21/2022
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 Vivint in our home for security since 2018. From the beginning there has been issues. Initially they told us our internet could handle the system and cameras. Once installed it could not we had to call internet service and upgrade and extra $60 per month and it still could not handle cameras. So after buying 4 cameras we had to disconnect 2 and still had daily problems with them. Our system has not worked for three weeks now. Had a technician at our home twice and he could not fix the problem. Was on the phone for 3 and a half hours today with them. Asked them to cancel our service. They refused until we pay a buyout fee. We refused to pay a buyout fee. They will not cancel our service and will continue to **** us monthly for the next year unless we pay the buyout fee. We have never dealt with any company that has such disregard for their customers. The last representative I spoke to today, I asked for the corporate phone number and she immediately hung up on me. I have read the other reviews on them on your site and others. I only wish I would have read them before going with their service. I have never been so frustrated. Thank you for your time.Business Response
Date: 07/30/2022
July 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17601347
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: March 8, 2018
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve her concerns.
Vivints records show that *************************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $2,538.91 that was financed through Citizens, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. Mr. ***** ****************** may contact ********************************** / ************) directly if they have 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:07/21/2022
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.
Friday July 1st my wife answers a door to door salesman despite our no solicitation sign posted on our property. He tells us how great the company is, sells us on a few services, and gives us a monthly price being $116 monthly. More than we were willing to pay he assures us this is not a contract and we can cancel at any time. We decide lets give it a try and maybe looking at our finances we can swing it. We sign on the dotted line, then he informs us there is a three day cancelation window from the date of install to cancel. However, he is adamant they do not have contracts, so we think this short cancelation window is just to cancel the first month. The salesman proceeds to inform us we can either pay to schedule an installation when its convenient for us or have the equipment installed for free at Vivint's earliest convenience. Of course we go with the free option, low and behold, they have a technician that will be at our house within 6 minutes. So for the next three hours we have about 4 college kids from Vivint installing our home monitoring system. Upon completion, we found that they had cut the wires when removing our existing cameras that could have easily been unplugged. Following this we gave it two days and decided we could not feasibly pay the monthly amount. We called to cancel on Sunday July 3 but were only offered reduced services and kept being transferred, then we reach out to the salesman who states he would send us the cancelation letter to submit, that never came. Tuesday July 5 we call back and demand to cancel. We were then told because we had not submitted the cancellation letter before the three day trial period we could cancel our services but would have to pay our "Loan" in full. Around $4000 they said as they could not even give me a number. We were never informed of any loan being taken out in our names, nor that this was part of the cancellation process. Had we known this we would not have agreed to give Vivint a chance.Business Response
Date: 07/29/2022
July 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17600687
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: July 4, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he was sold the service at $116 monthly. ****************** states that his existing cameras were damaged. ****************** states that they signed the Agreement, but was told they did not have contracts. ****************** states that he requested cancellation on July 5, 2022, but was told to pay off the equipment financing. ****************** desires refund and repair.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to assist ****************** in order to assist with the rate and or cancellation. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on July 4, 2022 with an initial term of sixty (60) months. Vivints records indicate that ****************** received equipment financing at this time as well. Per the Purchase and Services Agreement, should ****************** fulfill the obligation for the equipment financing, they are able to cancel without penalties. Vivints records indicate that ****************** contacted Vivint on July 7, 2022 to request cancellation of their account.
Vivints representative is willing to assist in this matter. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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