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:07/20/2022
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 signed on for Vivint security a couple of years ago. At the time we were told the equipment would be paid off in 2 years. Two years later we are still paying and I called and found out they had opened a line of credit with citizen without our knowledge. I called to find out payoff amount which was $414. I paid that amount over the phone and Vivint continued to **** us for equipment. Called again and now they say I paid off some other line of credit for equipment with Vivint and that I still owe citizens! NONE of this was disclosed to us by the salesman. They are not honest and forthcoming with their clients. I want all further fees waived and I want to discontinue service with this company. I also want others warned of their shady business dealings.
Business Response
Date: 07/26/2022
7/26/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17593965
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 8/11/2020
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
Vivints records indicate that prior to the installation of any equipment, ****************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ****************** completed the required Pre-Installation Survey on August 11, 2020.
During the recorded Pre-Installation Survey, ****************** represented that he understood and agreed to the initial term of 60 months. He also represented that he understood he qualified for an equipment loan through Citizens One. ****************** agreed that he would pay a monthly services fee of $31.47 to Vivint and a monthly equipment fee of $60.50 to Citizens One, plus any applicable taxes, during that term. Further, ****************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr.Colliers representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
On August 12, 2020, ****************** contacted Vivint via email and asked for additional equipment to be added to his loan. The additional equipment which consisted of a Smart DoorLock, Garage Door Integration Fee and a Doorbell Camera Pro were financed as requested and placed on a Vivint loan.
Due to the information mentioned, cancellation without penalty is not warranted at this time. In order to cancel the account, the Colliers must pay off their equipment loan with Citizens One.
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.
Purchased a Vivint home security system on 7/15/22 with the smart thermostat. That day they had a tech come to do the install. The tech was at my house till 10pm and left with none of the system working and broke my HVAC system trying to install the nest thermostat. . They sent another tech on 7/16/22 at 9pm to troubleshoot why my AC was not working but he left and said he has no idea what was wrong or why it wasn't working. Also offered no path forward as to what the next step was. I had to pay for an HVAC tech to come out and find what they had broken. They wired their thermostat incorrectly and blew the capacitor on the compressor. This left me with no air conditioning for 4 days in the middle of July in Florida. I tired to call and cancel on 7/17/22 but was told that department was closed on Sundays and I had to call back on Monday. I called back Monday 7/18/22 to cancel and they sent me the template for the email I had to send to officially cancel. I completed that and was told they would contact me to remove their equipment. I have not been contacted and tried to call the cancel line again to get the status of my cancellation and was told they do not have the ability to look that up even though that is the the phone prompts tell you this line is for. At this point I have paid Vivint to come in break my HVAC unit and have no AC in summer in Florida. At this point I just want to make sure it is cancelled and I can be refunded. I am happy to have a tech come and take the equipment back as none of it is functioning.Business Response
Date: 07/26/2022
July 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** **********
Vivint Account #: *******
Date of Agreement: July 16, 2022
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. ********** in an effort to resolve his concerns. Vivint’s records indicate that this matter is currently being resolved to Mr. **********’s 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: 07/26/2022
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:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 13Jul22, a rep presented vivint security and had the installer come the same evening to complete the installation. He was here until midnight and did not complete the installation he said he would be back Tues, 19 Jul to finish we agreed at 6pm. On 15Jul, i contacted Vivint ti inform them that the system was not working and was in the phone for over an hour, on 19 Jul, at 7pm i called vivint again to check on the tech and was told he would be here between 6-8pm not what we agreed i told them i wanted services canceled and they referred me to another number the loyalty Team who also said my 3 day trial was over even though the installation is incomplete, and no technician showed upBusiness 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: July 13, 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 applied three (3) months of free service to the account as well as scheduled a technician to go to the home and finish the installation on August 5, 2022. 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:07/19/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A salesperson came door to door selling home security systems from Vivint. I am hard of hearing and read lips, this man said that all the equipment was free and that he would come back and bring more equipment for the inside. He never answered my calls after this. I just tried to cancel my service and found out that I was being charged for the equipment and that I was basically paying a loan on them with citizens pay. I had no idea that I was being charged. This is wrong that I was lied to and taken advantage of because I am deaf. I asked them to take the equipment back and cancel my account. She is saying that I have to pay off half of the contract and over 3000 for the equipment that I never even received. The guy told me that the $60 a month dollar charge was to connect to the police.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 4, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* explains that he was promised free equipment by a salesperson and when he tried to cancel his account, he was told he is being charged for equipment. He further explains that he was told to pay half of his contract and over $3,000 for the equipment he never received.
A legal representative from Vivint has attempted to contact Mr. ******* via email and phone to resolve his concerns.
Vivint’s records show that Mr. ******* signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $45.18, and total equipment fee of $3,801.00 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on Mr. *******’s representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Mr. ******* may contact (tari.d**@vivint.com / ###-###-####) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/04/2022
I filed my complaint and did not see the follow up email. This is regarding case #********, a representative did reach out to me about my issues, I had my friend talk to her because of my hearing problem and discuss how I was lied to and never given a copy of my contract. They are only willing to let me out of my contract and they are still trying to charge me for equipment that I believed was free. I don't think it is right that the sales person is allowed to get away with scamming a disabled person. He led me to to believe I was only signing papers for the service. It was all done on a tablet and I was never given a copy of the agreement. Vivint has not satisfied me and I want my case reopened.Business Response
Date: 08/12/2022
From the BUSINESS:Sent 8/12/2022 4:47:56 PMRead by ************************* on 8/13/2022 2:56:02 PMAugust 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17674922
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 4, 2021
To Whom It May ****************** style="color: rgb(33, 37, 41); font-size: 13px; font-family: "Proxima Nova", sans-serif;">
I have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In his complaint, ****************** explains that he is being offered cancellation of his contract but left with his equipment loan. ****************** desires a refund.
A legal representative from Vivint has once again attempted to contact ****************** to resolve his concerns. No refund is warranted, however, Vivint is willing to cancel Mr. ******** account, but he is still responsible for his equipment.
Vivints records show that ****************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $45.18, and total equipment fee of $3,801.00 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on Mr. ******** representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
****************** may contact ********************************** / ************) directly if he wants to accept the cancellation offer or 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: 08/13/2022
From the CONSUMER:Sent 8/13/2022 2:55:46 PMRead by ************************* on 8/13/2022 2:56:43 PM
Complaint: 17674922
I am rejecting this response because: I have not been able to answer the calls or talk to them. They call while I am at work and I need the relay service for my calls, she can call me after 3 when I am off work. I had a friend call her and all they were willing to do was cancel my service. They were unwilling to come pick up the equipment and refund me. As I said before I was told that the equipment was free and I was just paying service fees. I never would agree to pay **** for equipment that I could purchase for 500 at **** club. I feel like the guy took advantage of me because I was deaf and English is my second language. I never received any paperwork and never received the other cameras that were promised. I talked to a neighbor who said they didn't not pay anywhere near that amount and they had paperwork from them. She also said they were dissatisfied with the service that Vivint provides. I'm not sure if the salesman gets a commission from what he sells and that is why he lied to me, but it is unethical and ada ******************************** style="color: rgb(33, 37, 41); font-size: 13px; font-family: "Proxima Nova", sans-serif;">
Sincerely,
*****************************Business Response
Date: 08/19/2022
August 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17674922
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 4, 2021
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
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:07/19/2022
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 security system with cameras, motion detectors and main security hub wich allowed me to view my office from remote places on my phone. The purchase was December of 2019. *********************** was my salesman and from day 1 it never worked in the full manner it was supposed to. I had talked with *************** and he assured me he would get this resolved and set appointments in which some he didn't even show up, but even the appointments he could make he could not resolve the issues. Over the Years I have had hours of conversations with vivint customer service and they stopped billing me for a period of time so I thought it was done. Welll I looked at my credit card and they have been billing me again for months for a system that never worked. I called them today July 19,2022 and am still on the phone with them now for about 1hour and 11 minutes so far. (Still holding for a supervisor) *************** man i was talking to informed me that he seen all the notes and understood my frustration and didn't agree with what was going on but his supervisor said they can send a technician out free of charge and could not give no refund. I instructed them that was unacceptable and I wanted all my money back and they could have the equipment back. I can not spend any more time on the phone or in my office trying to work on a new system that never worked. My contract started Dec. 15,2019 through Dec. 15, ****. They have billed me $2,148.61 (31 Months) for a system that has never worked. Please help me cancel and get a full refund. The time spent on this cost me time and energy.Business Response
Date: 07/26/2022
July 26, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17590492
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 15, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he has experienced unresolved equipment issues since the installation of his equipment. ****************** states that he contacted his sales representative about the issues. ****************** states that he contacted Vivint on July 19, 2022 about cancellation of his account. ****************** states that Vivint could retrieve the equipment and he would like a refund of everything paid. ****************** desires a refund.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to cancel ******************** account and financing without penalties as a courtesy. ****************** can confirm this with Vivints representative to proceed with the 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 December 15, 2019 with an initial term of sixty (60) months. Vivints records indicate that ****************** received financing from Vivint with the same term. Vivints records indicate that ****************** contacted Vivint on August 25, 2020 about application issues he was experiencing. Vivints records indicate that the application issues were resolved at the end of the call. Vivint has not received further troubleshooting or technician requests. Vivints records indicate that ****************** contacted Vivint in June and July 2021 about cancellation of his account. Vivints records indicate that ****************** contacted Vivint on July 19, 2022 about cancellation of his account. Vivint offers troubleshooting services via phone, chat, and in person services.
Vivints representative is willing to assist with the above resolution. ****************** 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: 07/26/2022
Complaint: 17590492
I am rejecting this response because: They have clearly left out the text messages recieved by the Area Sales manager/Technician. I sent them many interaction via text between myself and ***** Vivints Sales Manager/Tech Manager. Upon giving them this information they said they would respond to me and give me some resolution. I called back into them to try and resolve this matter many times and have spent countless hours going over the same things. I Bought a service and product that was never available to me in a complete working manner that i was charged and have paid for. I have made many attempts to get it worked out. They told me on the last call that I refused a technician and that is not totally true because I explained that I wanted full compensation for the service i paid for and was not getting and then we could talk about fixing it and finish out our obligations going forward, In saying this I was never given an answer to the acceptable terms i was asking for and the options they gave me they said they needed to go higher management to see what the options were. I don't believe they ever went to higher management, because this is just bad business all the way around. I don't mind paying for something that works and yes I did sign a contract for a fully operational system with a company i thought had better business practices. Also they said in our last conversation according to Vivint Legal that they would let us out of the remainder of the contract, that statement is also not totally true. They are going to call us back to set up a technician to come out to trouble shoot system and if they find that it is a problem in the area im in, they would let us out of the contract. We are still waiting for the technician to be scheduled and again I feel we are just being set to the side in hopes that we will just go away. Im not being unreasonable and this company is costing me lots of time to resolve their issues, Enough is enough please just do what right. Come pick up your equipment and give me a refund and end this bad business practices.
Sincerely,
*************************Business Response
Date: 08/01/2022
August 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17590492
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 15, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his rebuttal, ****************** states that he provided text messages between himself and the sales representative. ****************** states that he has experienced unresolved equipment issues. ****************** states that he has been told that he could cancel if a technician comes to his home and determines it is eligible. ****************** desires the equipment retrieved and a refund.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to cancel ******************** account and financing without penalties as a courtesy. The cancellation does not need to have the equipment retrieved. ****************** can confirm this with Vivints representative to proceed with the 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 December 15, 2019 with an initial term of sixty (60) months. Vivints records indicate that ****************** received financing from Vivint with the same term. Vivints records indicate that ****************** contacted Vivint on August 25, 2020 about application issues he was experiencing. Vivints records indicate that the application issues were resolved at the end of the call. Vivint has not received further troubleshooting or technician requests. Vivints records indicate that ****************** contacted Vivint in June and July 2021 about cancellation of his account. Vivints records indicate that ****************** contacted Vivint on July 19, 2022 about cancellation of his account. Vivint offers troubleshooting services via phone, chat, and in person services.
Vivints representative is willing to assist with the above resolution. ****************** 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:07/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a security system from Vivint 5/6/2022 and financed the complete unit through Citizens One. That included a doorbell camera. When they came to install, they said the doorbell camera was on backorder. On 6/15/2022, a tech came out to my home to install the doorbell camera and tried to charge me a second time for the product. I told him it was included in my initial financing and contacted customer service. in the time they "resolved" the situation, he had uninstalled the camera and left my property. They tried to call him back to reinstall but he had moved on. They assured me they would be sending out a doorbell camera at no additional charge. It ahs now be another month and I have attempted to contact the customer service rep, Jaime C******** through his email, jaime.c********@vivint.com on 7/7/22 and 7/11/22 with no response. I would like the full refund amount for my system at this time since they are not responding and avoiding their commitment to the customer. I would like to business with a reputable company.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: May 27, 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 provide a cancellation for the account of Ms. ******. Vivint is sending a technician to remove all Vivint equipment. Once the equipment is removed the account will be cancelled, a full refund and equipment loan closure will be provided. 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: 07/27/2022
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,
******* ******Customer Answer
Date: 08/01/2022
I originally filed complaint ******** with the BBB on 7/19/22 against Vivint. I was contacted by the legal department there and after several negotiations back and forth with **** Good, a legal assistant with Vivint, we reached an agreement. She set up for a service tech appointment on 7/29/2022 between 12:00PM - 4:00PM for a tech to come to my residence, uninstall the unit and issue a full refund would be issued to include the equipment loan closed. This appointment was later even confirmed with ****. I made arrangements for someone to sit at my home for those 4 hours and no one ever showed up. I have since sent **** 4 messages to seek resolution with no response. I have now made arrangements for another reputable company to come out to install a new unit since my unit with Vivint was effectively disconnected on 7/29/22 so I have had no protection since that time. Yet, I have not seen nor heard from Vivint regarding when the equipment will be picked up or a credit on my account. Therefore, my complaint has not been resolved and I told **** in the last unresponsive message that I would be filing yet another complaint for lack of service today.
Desired Outcome:Finish the job to complete resolution to include full refund and pickup of equipment
Business Response
Date: 08/08/2022
August 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17590488
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 27, 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 provided a full cancellation for the account of ****************. Vivint has sent a technician to remove all Vivint equipment, the equipment was removed on August 4, 2022.A full refund has been processed and sent on July 30, 2022 and will take up to 5 business days to arrive. Equipment loan closure has been provided. **************** 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: 08/09/2022
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:07/19/2022
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 9th I called because my front door sensor stopped working. I was on the phone for an hour troubleshooting the issue. At the end of the phone call the employee decided it could not be fixed and he would send out a new front door sensor. He stated it would be 3-5 business days before I got it. On June 13th I got an email saying my order was processing and they would email me when my order shipped. Around June 22 I still had not received an email saying my sensor shipped so I called them. She said my order shipped and I should receive it the next day. On June 24 I got another email saying my order was processing. I called around June 27/28 and they said the item was on back order and it would be in stock June 30. I called around July 7th and was told again that it was on back order but he could send me out a different model sensor and I agreed. I have not heard anything until I called today, July 19. She said my order was supposedly shipped today.Business Response
Date: 07/27/2022
July 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17590222
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 20, 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 ******************** to resolve her concerns. Vivints records indicate that this issue has been resolved to Ms. ********* satisfaction. ******************** 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: 07/28/2022
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 although I would like to note that on July 22, 2022 I did receive a front door sensor but not the model type that I have. The front door sensor that they sent requires me to drill a hole into my door which I was unwilling to do. I called them back to order the correct sensor and while I was on the phone I remembered that I had an extra window sensor so I was able to install that on my door and it worked. Although I no longer need a door sensor from them, I was very unsatisfied with the whole process of getting a new door sensor. I would not recommend Vivint to anyone and greatly regret switching from ADT to Vivint.
Sincerely,
***************************Initial Complaint
Date:07/19/2022
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 contract ended with Vivint I called to cancel service on June 10, 2022- after this call I was charged ***** through my bank on 6/17/22. I called Vivint to confirm cancellation again to avoid another charge was told it takes 30 day to process Well again I was charged on 7/19/22 called Vivint when I discovered I was charged -I keep getting disconnected and put on hold transferring to different people.I would like a refund to cover the amount they charged my bank on 6/17/22 and 7/19/22 and the 36$ overdraft fee due to them taking money from my account on 7/19/22 that I did not have .Business Response
Date: 07/26/2022
July 26, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17589368
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 16, 2016
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she contacted Vivint on June 10, 2022 about cancellation. ****************** states she was charged on June 17, and July 17, 2022. ****************** states she was charged a $36 overdraft fee. ****************** desires a refund.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is refunding $37.82 and $54.65 to the checking account on file. Ms. ******** account has been cancelled. ****************** 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 July 16, 2016. Vivints records indicate that ****************** contacted Vivint on May 17, 2022 about cancellation and the notice of cancellation requirements were provided. Vivints records indicate that ****************** sent the notice of cancellation on June 17, 2022 initiating the cancellation process. ****************** has no further obligation to Vivint.
Vivint agrees to the above resolution. ****************** 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
Complaint: 17589368
I am rejecting this response because: Yes I did call in may 17th 2022 to cancel my account and VIVINT continued to withdrawal money in June and July after I cancelled my account. When I called back in June the rep claimed they did not receive an email from me stating to cancel - the company had plenty of time 30 days to stop taking money from my account. I have received the refund for 1 month and the overdraft fee- I believe I am owed for 1 more month fee as I called to cancel in May they continued to take money from my account in June and July I am requesting a refund of ***** to close my claim. I believe the aggressive nature of the rep and difficulty with the English language may have caused this situation as the company transferred me to 3 different people when I originally called to cancel VIVINT received a 30 day notice and had ample time additionally the alarm has not worked in several months.
Sincerely,
***************************Initial Complaint
Date:07/19/2022
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.
After agreeing to have Vivint install cameras in our home and pay for their services in May 2022, they insisted on installing at 8pm. While the technician was installing, he blew something in the electrical panel and left my garage without power. We were unable to use our automatic garage door. We had to hire a professional electrician to find the problem the next day and pay out of our pocket. They did reimburse 2 weeks later. The system was operating for a week or two when the cameras began giving problems again. We were shipped two new cameras to replace the malfunctioning ones and our son had to come to see if he could because we are an elderly couple. The troubleshooter could not guide my son and promised a technician would come out for a $50 fee. We said why do we have to pay for your incompetence to guide my son? So they agreed to send a technician with no cost, hence our dilemma. We have been rescheduled 6 times without our knowledge nor consent. So they are expecting for us to pay a monthly charge for equipment that isn’t working and noncompliance on their part to fix the problem. We have been rescheduled twice on Sunday, even though they totally agree their technicians don’t work on Sunday. I can’t count the times we have reached out to Vivint without any result. We have told them countless times to come remove their equipment off our property without results. We just get the run around. We want the service terminated and their equipment removed since it is faulty equipment and they are in breach of contract by not resolving the malfunctioning issue.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: May 18, 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 process the cancellation of Ms. ****’s account. A technician has been scheduled for July 29, 2022, to remove all Vivint equipment. Once all equipment is removed the account will be cancelled and a full refund will be provided. 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: 08/01/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I appreciate your intervention in expediting the matter. I have asked Ms Lora G***, Vivint’s legal department assistant to please forward an invoice showing clearly zero balance owed on my part to her company. Even though she has mentioned it in her emails; I would feel more at ease to see in black and white the number 0. Once again, thank you BBB for your guidance and assistance.
Sincerely,
******* ****Initial Complaint
Date:07/19/2022
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.
Last month on June 17th a salesperson by the name of Connor Welling stopped by my house to sell me equipment and service. He seemed like a nice guy so I let him do his pitch. I was told several things during the sales presentation that turned out to be straight lies. 1. I was told I would have 30 days to try the service out and could cancel and get a full refund. My parents who I convinced to sign up were told the same thing. 2. I was told after 30 days I could still cancel at anytime they would just need the equipment back and I wouldnt be on the line for the full amount. This didnt seem likely so I asked it several times and was told repeatedly I could cancel anytime I wanted. 3. I was told my cousin who currently has Vivint would receive a credit of two months on his account as a referral bonus. He has yet to receive anything. My parents decided on day 5 that they didnt want the service and called to cancel. They talked to ****, ******, he said he called Connor and he said my parents were never given a 30 day trail period. I called Connor and was told he never received a call. A couple days later Connor said it had been ***** care of. My parents today got charged again and have yet to had their account cancelled. They talk to ****, ******, who laughed at my mom, said she talked to Connor and was told they werent giving a 30 day period. Connor was emailed by the social media team and they asked if I was told I could cancel at anytime his response was that is incorrect. Connor has blocked my number and wont return my calls. I cant not get ahold of him or any supervisor of any kind. Connor lied repeatedly to me and my parents. His actions are unethical and illegal.Business Response
Date: 07/25/2022
July 25, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17587278
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 representative from Vivint has recently contacted ********************** in an effort to resolve his concerns. Vivints records indicate that this matter is currently being resolved to Mr. ********** satisfaction. At this time, ********************** has no further obligation to Vivint.
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 LegalCustomer Answer
Date: 07/28/2022
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,
*******************************i want it noted I took off work to have the equipment, camera, doorbell, smoke detector, and smart lock picked up. I was home during the scheduled time **** on Thursday July 28th. The Vivint tech marked it as a no show. Again lying. Vivint has said I no longner have any obligations to them. If they want their equipment back they will have to work with my work schedule, I cant take another day off and wait at home for a tech
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