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.
- 2,734 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:07/21/2022
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.
Technician stop by at 12 noon and was there only 9 minutes to tell me the garage was cluttered and not able to work on the cameras. This is the first rodeo I get service on cameras due to recalls its a shamed how we depend on this cameras for our safety and VIVIANT SMART HOMES always have technicians that are lazy and don't want to fix issue. Vivianrt Smart Homes reschedule for August 2, 2022 between 12 noon work order # ********.
Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17600527
Complainant: *********************
Vivint Account #: *******
Date of Agreement: April 10, 2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted ************** in an effort to resolve her concerns. Vivints records indicate that this is currently being resolved to ************** satisfaction.
Should ************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/02/2022
I requested an appointment for VIVINT HOMES to review cameras since they had a recall on the first appointment they didn't want to complete service since the garage was cluttered. But at the time of purchase of cameras, there was a non-issue cause they wanted to sell and get their commission. It's saddening how some businesses once they have a high cliental they forget about their loyal customers. I have been deceived by the company not only financially but now it's a recall on their product and has excused not to complete their responsibility. Now I have a second appointment scheduled today the technician text me at late night asking if the garage stilled cluster. Amazing very unprofessional staff! Once I healed from my injured I will change service to ADT and will definitely write a review to let other customers know before they purchase any products from VIVINT HOMESCustomer Answer
Date: 08/02/2022
I requested an appointment for VIVINT HOMES to review cameras since they had a recall on the first appointment they didn't want to complete service since the garage was cluttered. But at the time of purchase of cameras, there was a non-issue cause they wanted to sell and get their commission. It's saddening how some businesses once they have a high cliental they forget about their loyal customers. I have been deceived by the company not only financially but now it's a recall on their product and has excused not to complete their responsibility. Now I have a second appointment scheduled today the technician text me at late night asking if the garage stilled cluster. Amazing very unprofessional staff! Once I healed from my injured I will change service to ADT and will definitely write a review to let other customers know before they purchase any products from VIVINT HOMESInitial 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.
1st of all, to get you on 5 yr contract, they send your acct to ******************* without me knowing) and even though I paid for the entire system at time of purchase. Reason, if u finance thr them, you are obligated to 5 yr contract vs one yr. I was not made aware of this til months later when I started getting bills.Now that we r moving, they will not transfer service to new house and wont disconnect service . Therefore, new owners have our cameras on and we can see their activity!! Vivint is dishonest and has bad equipment. We didnt use the system cuz it didnt work and pretty much just didnt fix them/ example- my garage opener sensor- they just by passed it. I want vivint to stop billing me and correct my credit! I will not be harassed by a company that doesnt deliver adequate service!Business Response
Date: 07/29/2022
July 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17592311
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 8, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she had financing opened for the equipment, but she paid for it up front. ****************** states she was not made aware of the financing. ****************** states that she is moving and is not able to transfer the service. ****************** desires no further contact from Vivint.
A Vivint representative has reached out to ****************** in order to assist. At this time, Vivint agrees to cancel ******************** account and financing with forgiveness. ****************** 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 June 8, 2021 with an initial term of sixty (60) months. Vivints records show that ****************** received equipment financing with Citizens at this time. Vivint performs a survey prior to the installation of equipment in order to ensure that each customer understands and agrees to the terms and conditions of the Agreement. Vivints records indicate that ****************** participated in this survey on June 8, 2021 during which, Vivint stated that ****************** qualified for equipment financing with a 0% APR with Citizens and asked if this was correct. Vivints records indicate that ****************** answered Yes in response. Vivints records indicate that ****************** paid $1439.68 when the account was opened. Vivints records indicate that this payment was sent to Citizens after ****************** made Vivint aware that this was for the equipment.
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:07/20/2022
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 home security system in May 2022. July 1st my door lock (the primary reason I am paying for this equipment) broke and remote IT was not able to help. Since July 14th, I have had 6 appointments scheduled and one today "expedited as urgent" and NO one shows up. No call to say they can't make it, no reasons from the tech themselves. 30 minutes the next day x 6, I have to call back to customer service to go through it all over again. They even go so far as to say 3 times, that the tech was in a car wreck when I call to find out why my appt time was never honored. 3 times. That is not even possible. I am paying monthly to them for equipment I cannot use, paying monthly to the bank to pay it off and no one from this company can make anything happen. I am so frustrated. I just want it fixed but it is not looking like a good working relationship with them so early on. I would like to pursue credits for the time I have had to take off work to sit at home and then no one shows up and then the monthly installments I am paying without using the equipment.Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17597573
Complainant: *** Shackleton
Vivint Account #: *******
Date of Agreement: August 21, 2021
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ************************ explains that her door lock broke and she has had 6 appointments scheduled and no one showed up. She further explains that she would like to pursue credits for the time she had taken off work to sit at home for a technician.
A legal representative from Vivint has attempted to contact ************************ via email and phone to resolve her concerns. Vivints records indicate that a technician was sent to Ms. *********** home on July 22, 2022. In addition, a downtime credit of $113.00 was applied to her account. ************************ 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: 08/03/2022
Complaint: 17597573
I am rejecting this response because:
The technician DID come out on 7/22 BUT they did not have an appointment to come that day so I was not able to be there. My 21 year old son was home when they showed up so he let the technician in to do the repair BUT it was not repaired. I spent 21 days on the phone with VIVINT and was told I was getting a door lock replaced but this technician "reset" it again and left and suprise, surprise, it does not work. I tried the door lock via my app and physically via the door an hour after he left and it was not fixed. This is the problem I have had since 01 Jul. The credits I have been given so far have been to help with my **** that I am paying but not able to use the equipment for now over a month. I am seeking further money back because I have personally left work twice as a nurse missing a half a days work both of those days wihout pay for the VIVINT tech to not show up. I was contacted by a Vivint legal rep and she did not offer much information other than I am starting over again with tech visits. I had to cancel my Aug 2nd appointment because I was diagnosed with Covid that day so we are now scheduled for 13 Aug. I am still not getting it repaired that day, the tech must deem it broken even though the IT tech with Vivint on the chat room on 01 Jul said it was broken after many "resets" yet I am starting over 1.5 months later. That tech, Manny, also reported he was never made aware of the 6 appointments so that is another issue with Vivint that someone needs to research.
Sincerely,
***************************Customer Answer
Date: 08/03/2022
My apologies, I did receive monetary credits from the company since my initial complaint. This was not done by their legal team but by another very helpful and empathetic employee who was helping me schedule my technician appointment. I was at a loss for taking off those days mentioned for work when the technician did not show up, but if BBB cannot help with that I understand. I am grateful for the help and getting people to contact me. I am still frustrated with their service, I am basically at the starting point waiting for a resolution but as long as the tech shows up on 13 August and can provide expertise as to why it is broken and start the charting so it gets fixed than that will be further than I got on my own. I will never understand how an appointment for service can go ignored 6 times and there is no reason given to the paying client for that and I wll never recommend anyone to this company for that reason, the outcome has taken too long on their behalf.Business Response
Date: 08/05/2022
August 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17597573
Complainant: *** Shackleton
Vivint Account #: *******
Date of Agreement: August 21, 2021
To Whom It May ***************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Vivints records indicate that another technician visit had been scheduled for ************************ for August 13, 2022. No further compensation is warranted at this time. ************************ 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:07/20/2022
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.
June 15, 2022 signed up with Vivint for alarm monitoring with their equipment. The install was not compete and told they would come back the next day June 16th. No call no show, we called to inquire what happened, **** said he could get rescheduled for June 23rd, we wanted to cancel and he supposedly sent us the cancel notice-we had to cancel due to sickness the appt for 23rd. Rescheduled to 28th-no call no show. When we inquired, our appt was actually put in the computer for July 12th. We got the tech to come June 30th. He did not have all the parts and would need to come back-no date given. We called back July 15 and spoke with Gabby-wanted to cancel-can't because out of 3 day window. We don't have a complete system. Appt given July 19th-no call and now show again. Called Gabby who transferred us to Brekkan-advised us to resend cancel letter with the the service # ( **** did not tell us-therefore our original letter was not processed. Thought we finally cancelled told no by Aarinetta because it's outside of 3 day window., told AArinetta what Gabby said, that 3 day starts when you have the system completely installed. She said that's wrong and sorry she told you that. Then said I wish they would stop telling people that. We don't have a complete system as of July 20 2022. We are tired of getting the run around and given false promises. Tired of trying to cancel. We are being held hostage and abused by the same line, outside of 3 day window. I don't have a copy of signed contract-they said it was emailed. I just want out of contract, want the equipment loan resolved. I don't want to pay for equipment. It's been 36 days of dealing with this.Business Response
Date: 07/27/2022
July 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17596848
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 16, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** in order to assist. Vivints records show that the equipment has been retrieved. Vivint agrees to cancel Ms. ******** account and financing. ****************** 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:07/20/2022
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’ve been Vivint customer for around 2 years. I move to a new home on Feb 7 and I just once received the installation employee at my home. He didn’t complete the job. He did not install properly the equipment and he left me missing the most important equipment for my security system, the doorbell/camera. This was the only installer for my area and little bit after feb 7 when he visit my home he stop working for the company. I have called more than 20 times with promise of an installer but never happened. Finally, Vivint have told me that I am out of the service range. For five months they keep charging my monthly service and I don’t have service. About a little more than a month ago I spoke with a customer relations manager and she said she was going to cancel my account with no penalties. I still getting my payments out of my account and all the times I called I have to explain myself for more than an hour because they are trying to convince me to not cancel even that I can’t have the service. Numerous of different managers and supervisors have aware and they still tell me I have to wait and I still need to pay until a installer can come to pull out the equipment. The equipment is not installed. I can put it in a box and send it. Although they keep on extending the time and I need to have this cancellation completed.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: August 14, 2020
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. Vivint’s representative is working with Ms. ********* to send the equipment back and cancel her account. 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:07/20/2022
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 signed up with vivint home security on July 8, 2020. We were told they offer no interest financing for the equipment and month to month monitoring service. Once the equipment was paid off we could cancel at anytime. We sold our home and the buyer wanted to take over our system. I called and a representative told me yes this is possible on June 3, 2022. Today, July 20,2022, I called to find out how to set this up and I’m told it’s not an option because of the financing. I said I will pay the remainder of the equipment off today how do I transfer the month to month service to their name. They said I can’t do that. They then told me that it will be over $1,000 to cancel my month to month monitoring contract. So it will cost me $1400 to cancel and now I have a panel that is completely useless. The home we are moving to has a security system included so I don’t need 2. We strictly use vivint for door and window alarms, no cameras or anything fancy. The contract I thought I was signing was 5 years to pay off the equipment not tying me to a 5 year monitoring system. I never would have signed a contract for that duration. We had just moved and didn’t have all the equipment money up front and since it was no interest we did the line of credit. We feel duped and like we were told information that wasn’t accurate so he could get a sale. Apparently I just needed to check better business bureau for the thousands of complaints on the same matter. I will pay the equipment off and I want out of my month to month service fee with no penalties for canceling. The buyers are no longer interested in taking over the system after hearing the customer service issues I am having.Business Response
Date: 07/28/2022
July 29, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: July 8, 2020
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ****** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ****** to resolve her concerns. Ms. ****** may contact Vivint’s representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/30/2022
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:07/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sold a home security system by salesman Jimmy K****** on June 6, 2022. I didn't want to commit because I was moving in three weeks and was unsure of what I would need. He, however, said he was having a contest and it was easy to downgrade or upgrade equipment. I was sold equipment for the home I was in and now in the condo, I no longer have need for the outdoor camera. Vivint refuses to pick up the equipment because my trial period is over. However, the salesman assured me that this would not be a problem. He is now backtracking and stating that I misunderstood.Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: June 6, 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 sole a system on June 6, 2022, by sales representative Jimmy K******. Ms. ***** states that she was not ready to commit due to the fact she would be moving soon, and Mr. K****** insured her that it would be easy to upgrade or downgrade the equipment for her move. Ms. ***** states that she no longer needs her outdoor cameras and when she called to have the equipment downgraded and removed, she was denied due to her being outside of her trial period. Ms. ***** desires a billing adjustment
A Vivint representative has attempted to contact Ms. ***** via email in efforts to resolve this matter. Vivint offers to process the downgrade of Ms. *****’s cameras. Vivint would send a technician to remove the cameras and remove the cost of the cameras from the line of credit.
Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (“Agreement”) on June 6, 2022. Records indicate that July 20, 2022, Ms. ***** requested to downgrade her equipment due to her move, and she was told that she can not downgrade sue to being outside of the trial period.
Despite the above information, Vivint does offer to provide a downgrade for Ms. *****’s account Ms. ***** may contact Vivint’s representative (lora.m*******@vivint.com / ###-###-####) 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 LegalInitial Complaint
Date:07/20/2022
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.
The company promised a payment plan, and guaranteed payment plan. Received a last due bill upfront for full amount of products. Would never call us back, being deceptive, would not release phone call where they promised. They have been shady and deceptive.Business Response
Date: 07/27/2022
July 27, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 17595199
Complainant: **** ********
Vivint Account #: *******
Date of Agreement: May 7, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
In his complaint, Mr. ******** states that he was told they would receive a payment plan for the equipment that they received when they moved. Mr. ******** states that they have not received a payment plan. Mr. ******** desires a refund and to return the equipment.
A Vivint representative has reached out to Mr. ******** in order to assist. Vivint’s representative is willing to credit two (2) months of the payment plan if Mr. ******** would like. Mr. ******** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
Vivint’s records show that Ms. ***** signed a Purchase and Services Agreement on May 7, 2022 with an initial term of twenty-two (22) months. Vivint’s records indicate that Ms. ***** received a payment plan of five (5) months for $300 per month, plus the normal monthly fees. Vivint’s records indicate that Mr. ******** contacted Vivint in June and July about the payment plan.
Vivint’s representative is willing to assist in this matter. Mr. ******** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/20/2022
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 moved to a new address and was told by vivint to pack up my old alarm equipment. They had a rep come to my house and uninstall it and I was billed 200.00 for the uninstall. They sent a new technician to my new house and his name is Sheldon he showed up with new equipment and told me my equipment was out dated and there would be no charge for the new equipment. A week later I am billed 800.00 for the new equipment. I call vivint and they give me a credit. A week later they bill me over a thousand dollars for the new equipment and the moving fee. When I call them and tell them I was told there was no charge. They disagree. I tell them to install my old equipment that I moved from my old house and they tell me no . I only had three days to decide. They made me pay another 100.00 to cancel the service. And remove the equipment.Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** ********
Vivint Account #: *******
Date of Agreement: December 14 ,2017
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******** and a resolution has been agreed upon. At this time, Vivint has agreed to provide a cancellation dated July 2, 2022, and a refund of an estimated $1154.58. The refund will arrive in the next fourteen (14) business days. Mr. ******** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/20/2022
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 security system was set up by the previous owner of our property . We have struggled with Vivint and their lack of ethical service since we purchased the property August 3, 2021. Vivint repeatedly refused to send a service rep out to the property to assit us with the operation of said system. Then, out of nowhere, a sales rep appeared at our door. He sold us additional equipment. This equipment stopped working days after the installation. Again Vivint refused to send anyone out, but wanted to once again put through thr pain of walking us through the repair process. At this point, I requested they remove the equipment and provide a refund. They flatly refused and told us we were is arrears on our payment to ************** We contacted ************* and were fleeced for $1,748.34 as Vivint refused to cancel service until the account balance was brought to zero. I paid Citizens in full 7/20/2022. I am now in the process of trying to cancel the service. They are now refusing to cancel my contract until we pay have an additional $1,600.00 as we signed the contract in good faith. I understand my onus in this process but Vivint's policies need to be looked at by the powers that be. Thank you in advance for your attention to this matter, Respectfully submitted,****** and *********************************Business Response
Date: 07/28/2022
July 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17594692
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 29, 2021
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ***** ******************** to resolve their concerns. Mr. ***** ******************** may contact Vivints representative 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 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.