Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

• 

  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  

The 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:07/13/2022

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  they used deceptive sales practices to make me believe they were affiliated with fiber internet from ***** they called me after I signed up for the internet, and had all of my personal information, telling me they would give me a free doorbell camera for my purchase of the wifi. Then they sent a salesman to my house, he installed a new security system, stood over my shoulder when I signed their contract that locked me into a 5 year auto renewing contract and didn't even install the doorbell camera.

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 17562971
   Complainant: ****** Korth 
  Vivint Account #: *******
  Date of Agreement: May 10, 2022         
  
  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 Legal

• Initial Complaint

  Date:07/13/2022

  Type:Billing Issues
  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 have tried to cancel my service with Vivint, they keep giving me the run around. I speak with a representative and I am told I am no longer under contract and I owe no money. Then when I send in the paperwork to cancel my service I get an email stating I can't cancel. I have recorded conversations with vivint employees stating this. I have an email stating all this as well. As soon as it gets to the higher ** in the company I then get an email stating they will not cancel my service. This has been an ongoing battle for a long time. They keep charging me for equipment I no longer owe on. I have this in writing as well from one of the employees. I have been told they have been charging me for over a year for equipment that they shouldn't have. I am afraid to just take my debit card off because then they will send it to the credit agencies. I just want to stop service. This is the worse company ever. They should not be allowed to keep stealing money from people. I am to the point where I am going to file a law suit. This is ridiculous.

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 17562931
            Complainant: *************************
            Vivint Account #: *******
            Date of Agreement: July 22, 2016
           
  
  To Whom It May ***************** have reviewed the information provided by Mr. *********** and appreciate the opportunity to respond. 
  
  In his complaint, ************** states that he has attempted to cancel his account multiple times with Vivint. He states he was told that he was not in a contract and there is nothing owed. ************** stated that he sent in the cancellation paperwork, and it was denied. ************** claims to have recorded conversations and emails supporting the above information. He has stated he is still being charged for equipment he no longer owes money on. ************** desires to be contacted by Vivint and a refund. 
  
  A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers to cancel the account of **************. This would include waiving any remaining monitoring contract fees as well as forgiving the remaining balance on the equipment loan.
  
  Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on November 21, 2018, agreeing to the monitoring contract term of sixty (60) months. Records also indicate *********************** signed the Retail Installment Contract on November 18, 2022, agreeing to a sixty (60) month term for the loan of the equipment. 
  
  Despite the above information, Vivint offers the listed resolution of cancellation. ************** may contact Vivints representative *************************************** / ************) directly with any further questions or concerns in this matter.
  
   If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  
  Vivint Legal
  
  

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  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 set up a Vivint account in 2020. It was very last minute and i needed a security system as soon as possible. I wasn't too worried about the cost so I didnt pay enough attention to the costs when I had my install. (Paid through Fortiva Credit). I was living in ******** up until recently and had my system moved, this is where my problems began. Over the phone I was told told I could pay the Uninstall and Install fees by putting it on my Fortiva Credit line.(This fee was ******) I was also told I could add one more piece of equipment that would cost $100.00 that I could put on my Fortiva Credit line. When I called back later to confirm the details of my appointments they informed me it was not possible to put the cost of my install charges on Fortiva and I would need to pay those fees up front. They told me we could uninstall ourselves to save they money so we did that. A few days later we got to Tennessee for our professional install. Come to find out, they wouldn't charge my new smoke detector to Fortiva so that was another 100 out of pocket. Then the door sensors wouldn't work and they asked how I broke them (i didn't) so then I needed to pay again for new sensors. I was frustrated because it already was costing me thousands to move. I took a closer look at how much I was charged in 2020. Nothing was adding up from what they were telling me on the phone. They refused to give me a price break down as well. They told me my panel was **** with taxes of 150 i was charged **** to my credit line. she told me that was for all the equipment i purchased after the panel. i told her it didn't make sense because had that been the case i would have owed an additional 600.00-700.00 not ****** so it was not making sense but again I was put on hold and not given a break down of my equipment and costs because "they couldn't" Their prices online show kits they sell so Its misleading. the cherry on top is they didnt have my apartment number. prettyimportant in case of an emergency

  

  Business Response

  Date: 07/19/2022

  July 19, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:    Consumer Complaint Case #: 17562289
             Complainant: *********************
             Vivint Account #: *******
             Date of Agreement: June 11, 2022
       
  
  
  To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond. 
  
  In her complaint, ************** states that she signed up and received equipment financing. ************** states that she moved and was told that the move fees and additional equipment could be added to her line of credit, but was then told she couldnt do so. ************** states that she has been charged for the fees and items she had to add. ************** states that the cost of the equipment financing she originally received did not make sense. ************** desires an explanation of charges, a billing adjustment, and a modification of an advertised claim. 
  
  A Vivint representative has reached out to ************** in order to assist. Vivints representative has broken down the original financing and is applying a credit for the move fee and the door window sensor that were installed. ************** 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 11, 2022 with an initial term of forty (40) months. Vivints records indicate that ************** added a Smoke Detector and replaced two (2) door sensors. Vivints records indicate that the move installation fee applied to ************** account. Vivints records indicate that ************** contacted Vivint in July 2022 about the cost and breakdown amounts. 
  
  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 Legal
  
  

  Customer Answer

  Date: 07/19/2022

   
  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:07/13/2022

  Type:Order Issues
  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 told by the salesperson that I would have a 30 day cancellation period. Vivint and I agreed to one doorbell camera and one regular camera. The day of the install came around and they only had the regular camera, the doorbell camera was on back order. The technician installed the regular camera on our garage and showed us how to use the app, the tablet device, and everything else. The following Monday someone came to my house trying to break in and the camera did not record this person. It was recording before. After this the recording gets spotty. The following day the same person came and tried to break into my house again, the camera recorded them this time (they were in the same spot both days). But when I went to share the recording it didn’t save with sound, so you only see this person and you do not hear the verbal threats they are making (even though the other recordings played back with sound). I told vivint I wanted to cancel and for them to take their equipment back because I would not pay for faulty equipment. I was told a manager would get ahold of me. No one ever did until a customer care member called me. They continued to tell me that they cannot cancel the loan/ payments owed and the only way to cancel was to pay off the equipment and then cancel. I told them I will not be paying a company for faulty equipment and horrible customer service. The salesperson dodges my calls and e-mails because customer service says they can only grant the 30 days if they have it in writing. Anytime I am on the phone with them it always ends in them hanging up or “the call getting dropped” while I’m on hold. Overall this company is horrible and only wants to make money. They do not care about customers safety and protection like they advertise.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129
  
  RE:    Consumer Complaint Case #: ********
             Complainant: ***** ******************
             Vivint Account #: *******
             Date of Agreement: June 1, 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 has experienced issues with the cameras capturing recording or audio. Ms. ********** states that she was provided with a thirty (30) day right of rescission period. Ms. ********** states she has requested cancellation of her account. Ms. ********** desires a billing adjustment. 
  
  A Vivint representative has reached out to Ms. ********** in order to assist. Vivint’s representative is willing to work with Ms. ********** on resolving the issues with her equipment and has applied a credit for two (2) months of service. Ms. ********** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter. 
  
  Vivint’s records show that Ms. ********** signed a Purchase and Services Agreement on June 1, 2022 with a right of rescission period of three (3) days. Vivint’s records show that Ms. ********** contacted Vivint on June 24, 2022 about cancellation of her account. Vivint’s records indicate that Ms. ********** had a technician come to her home on July 7, 2022 and the doorbell camera was installed. 
  
  Vivint’s representative is willing to assist. 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 Legal
  
  

• Initial Complaint

  Date:07/13/2022

  Type:Billing Issues
  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 smart home security system. On the day of install I declined one of the cameras and the smart lock. The company assured me on multiple occasions that the amount had been credited to the balance I spoke with the company who handles the balance and they stated no credits had been made since time of purchase.

  

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  Better Business Bureau of *************************************************************************** 84129
  
  RE:  Consumer Complaint Case #: 17560196
   Complainant: ***************************
  Vivint Account #: *******
  Date of Agreement: June 24, 2021
  
  To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond. 
  
  A representative from Vivint has recently contacted ****************** via email in an effort to resolve her concerns. Vivints records indicate that a payment to Citizens has been made to cover the balance for the camera and door lock that were never installed. 
  Documentation of this payment has been provided to ****************** for her records.
   
  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 Legal

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  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.

  Vivid installed a home security system in my home on April 23, 2022. 2 of the 3 cameras that were installed started failing , meaning no connection , tech term off line. I notified on April 26, 2022 of the camera issues. During that verbal call I was transferred by phone to tech who tried remotely to fix the problem but couldnt fix. A service was scheduled to come out April 29, 2022, time schedule was 8am-12noon, tech never came nor call. This situation has been a back and forward issue. So I advise Vivid Customer Rep. starting on July 4, 2022. That I was recording our conversation because each phone call that I made to this company the Customer Rep. would tell me something different or no phone records showed that I had called . The most recent Service schedule was dated for July 12, 2022 schedule 12noon- 4pm. Service tech was a no show nor anyone called me from this company so I called them and spoke with a **** and she stated , the service tech has been out sick for a while and would not offer a reason why I wasnt notified . I feel the reason why they didnt send the Service Tech because canceled the service on July 5,2022 with Customer Rep. named Stockton. I talked with ****** on July 12,2022, during this conversation he stated their wasnt any record of a cancellation on my account and their Service Tech doesnt uninstall , and he didnt see any records of my previous phone calls so played read recited conversation that I had with ******************** from July 5,2022 then ****** immediately started retracting his previous conversation with me he was provided some much disinformation it was just unbelievable. ****** and our conversation on such said date ending with me advise him that Ill find a better and more responsible home security company to uninstall their equipment and install new security equipment and they can come pick their equipment up or I can mail it back to them, I also told ****** this issue has been going on close to 3months . Enough is enough !

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 17559808
            Complainant: ***********************
            Vivint Account #: *******
            Date of Agreement: April 23, 2022
           
  
  To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond. 
  
  In his complaint, ************** states that Vivint installed his system April 23, 2022, and two (2) of his three (3) outdoor cameras stopped working. He states he called on April 26, 2022, to resolve the issue but was unable to resolve it remotely, so an appointment was scheduled for April 29, 2022. The technician did not show or notify ************** of any changes to the appointment. ************** was scheduled a new appointment for July 12, 2022, and the technician did not show again. ************** desires cancellation and a refund.
  
  A Vivint representative has attempted to contact ************** via email and efforts to resolve this matter. Vivint has offered to remove all Vivint equipment and cancel the account. With the removal of all equipment a full refund and closure of the Fortiva equipment loan would be provided. 
  
  Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on April 23, 2022. This agreement states that there is a 3-day trial period to cancel the agreement. The agreement also states in section 3 that Vivint does not always warrant that the system will operate. 
  
  Despite the information listed above, Vivint offers to provide cancellation of the account. ************** may contact Vivints representative ***************************************** / ************) directly with any further questions or concerns in this matter.
  
   If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  
  Vivint Legal
  
  

• Initial Complaint

  Date:07/13/2022

  Type:Billing Issues
  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 scheduled to have a security system installed in my home, and was told to make a deposit and if any changes happened where I would not have system installed I would receive my deposit back in full. I was told by my other security company that I had a few more months on my contract, I reached out to Vivint to inform them. As of yet Vivint has not refunded my deposit and keep reaching out to find solutions to dishonor my contract but have not refunded my deposit.

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  Better Business Bureau of *************************************************************************** 84129
  
  RE:  Consumer Complaint Case #: 17559775
   Complainant: *************************
  Vivint Account #: *******
  Date of Agreement: N/A
  
  To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond. 
  
  A representative from Vivint has recently contacted ****************** via email in an effort to resolve her concerns. In her complaint, ****************** states that she cancelled her Vivint account installation and is requesting a refund of the deposit she paid. 
  
  Vivints records indicate that a full refund was processed to the card on file on July 12, 2022. The legal representative has emailed ****************** a refund receipt for her records. 
  
  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 Legal
  
  

• Initial Complaint

  Date:07/13/2022

  Type:Service or Repair Issues
  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 7/2/2022, we purchased the Vivint Alarm in our new home. A technician arrived the next door and started the process of setting up the door and window sensors. He was unable to install the cameras and had to return on 7/5/2022 to finish the installation. On 7/3/2022, we received a text that our home alarm was going off. A window had been opened. After arriving home, we did not find anything to be tampered with. Over the course of the last week, the sensors for multiple windows have been going off throughout the day and night saying that a window is being opened and closed. Our home alarm has gone off two additional times in the middle of the night waking up my two very young daughters causing them to be frightened uncontrollably. On 7/12/2022, a technician came out to fix the window sensors and door sensor that was no longer chiming. The technician installed two wireless sensors on the doors. He walked around “claimed” to have opened the windows in my daughters room but after reviewing the cameras in their crib, the windows were never opened only the shutters were opened. Tonight, at 3:15am the chime went off that the front window was opened. We reviewed the cameras and no one is in the area. I am so disappointed in Vivint. I took the day off work for the technician to fix the issues and he was unable to and did not care to look deeper into the issues. I called customer service after the chime went off 31 times in a row. This company does not make me feel and I am starting to get anxiety at night. I paid a lot of money to not be able to alarm the system at night because I know it is going to go off and wake up my family. What’s the point of alarm if it doesn’t do it’s job? I can’t alarm the system because Vivint does not do what it claims to be able to do.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129
  
  RE:    Consumer Complaint Case #: ********
             Complainant: ****** ********
             Vivint Account #: *******
             Date of Agreement: July 2, 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 has experienced unresolved equipment issues with the existing sensors in her home that were connected to the Vivint system. Ms. ******** states that she had a technician come to her home to resolve the issues, but the matter has not been resolved. Ms. ******** states that this has caused false alarms. Ms. ******** desires the job finished and contact by the business. 
  
  A Vivint representative has reached out to Ms. ******** in order to assist. Vivint’s representative is willing to assist in this matter with the installation of new Vivint sensors if necessary. Ms. ******** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter. 
  
  Vivint’s records show that Ms. ******** signed a Purchase and Services Agreement on July 2, 2022. Vivint’s records indicate that some of Ms. ********’s sensors were from a previous provider and were able to be connected to the Vivint system. Vivint’s records indicate that a technician went to Ms. ********’s home on July 12, 2022 to assist with the sensors. Vivint’s records indicate that Ms. ******** has a technician scheduled for July 20, 2022 to assist in this matter as well. 
  
  Vivint’s representative is willing to assist. 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 Legal
  
  

• Initial Complaint

  Date:07/13/2022

  Type:Product Issues
  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 name is ******* *******, I was receiving services from Vivint Home Security System Account (*******) at my home, located at ***** **** *** *. Loxahatchee Florida 33470, I cancelled the service due to selling my home. The cancellation request was sent via email with the required information they requested. I got no response and was still billed. I contacted them and they apologized stating they did receive the cancellation email and would refund me my money In the amount of $71.15. I have called Vivint SEVERAL TIMES over the months and spoke to several departments and supervisors who have sympathized with my situation as to why the money has not been returned after all this time and they have all reassured me that THIS time the money will be sent out for sure in the next 7-14 business days, I have received emails stating the money is on its way, but it never does. I was even told they sent me a check and I cashed it, they then checked if the check “they mailed” to me was cashed, and that proved to be a lie!! Then I was told they deposited the money into my bank account but further research of my account on the date they claimed it was deposited revealed that was a lie. Then came the apologies and maybe they had the wrong address but they have my correct address. At this point I believe Vivint is purposely not sending the refund. Please help me retrieve this money from this scam of a company!! My last contact with them was 5/11/2022 when they reassured me the check will be sent out in 7-14 business days. I still have not received the refund. Hope you can help!!

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129
  
  
  
  RE:   Consumer Complaint Case #: ********
            Complainant: ******* *******
            Vivint Account #: *******
            Date of Agreement: May 9, 2013
           
  
  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 cancelled the services due to moving and sent in all requested cancellation documentation. She stated that she did not receive a confirmation and discovered she was still being billed. Ms. ******* stated she called Vivint to confirm cancellation and was told that the original request was received and that she would be refunded $71.15. Ms. ******* states that she has been calling for several months trying to get her refund, she has been told it was sent in the form of a check and to her bank account but has still not received it. Ms. ******* desires a refund.
  
  A Vivint representative has attempted to contact Ms. ******* via email in efforts to resolve this matter. Vivint has processed a refund in the amount of $71.15 that will arrive in 15-20 business days in the form of a check. 
  
  Vivint’s records indicate that there have been several attempts to provide a refund to Ms. *******. 
  
  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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
  
  
  Sincerely, 
  
  
  Vivint Legal
  
  

  Customer Answer

  Date: 07/24/2022

  
  Complaint: ********
  
  I am rejecting this response because:

  Vivint stated in their response they have made several attempts to make a payment to me, that is false, actually it’s a BLATANT LIE!! My address has been the same since I disconnected their service, which I provided to them for them to mail me the check, they also had my bank account information to return the funds to my bank account which they CHOOSE not to. Vivint also CHOOSE to ignore my attempts to have this situation ratified by refunding the money since October or November of 2020, while pleasantly telling me it will be mailed to me in 7-14 business days several times during this two year period. So forgive me if I do not believe them this time that it will be mailed to me in 7-20 days!! I will be satisfied when the check is received and cashed in my account! I cannot believe I have to go through these measures of calling a company that admits they owe me money for two years with negative outcomes only to have to contact BBB for what is owed to me!! How many people have they done this to, these little amounts of owed money adds up to a lot for this unprofessional company!! If the roles were reversed and I don’t pay them my services would be disconnected!! Send my money and then will I be satisfied while telling anyone I can tell that Vivint is a scam!! 
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:07/12/2022

  Type:Service or Repair Issues
  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.

  Two different representatives from Vivint have come to my home. My biggest issue is there is a no soliciting sign on my door that both representatives have totally ignored and both rang my door ****. The first representative that came (7/1/22) spoke with my husband to try to get him to sign up to replace all of our Ring cameras for free. I interrupted them and he was not able to finish his pitch. He subsequently came to my home three more times, though I never answered the door for him again.The next one came today (7/12/22) and knocked on my door. I ignored the initial knock and he proceeded to knock again and ring the doorbell. I answered the ring and rather than him saying who he was and what company he was from he said "I am a college student from Europe and would like to talk to you." I told him I have a no solicitor sign and he should not be knocking on my door. He said sorry and said he would leave his card. I told him to no leave his card and he did any ways.It is particularly concerning that the second sales person misrepresented themselves.I have Ring videos of these interactions if needed.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:****** ******Consumer Complaint Case #: 17558916
  ******Complainant: *******************
  Vivint Account #: N/A
  Date of ******************** ****** ****** ****** ******
  
  To Whom It May ***************** have reviewed the information provided by Ms. ******************* and appreciate the opportunity to respond.
  
  In her complaint, ************ explains that she has a no soliciting sign on her door but was approached by two different representatives from Vivint. ************ desires no further contact by the business.
  
  The kind of behavior ************ has reported is not consistent with Vivints policies, and I will report this complaint to sales management in Ms. ***** area. Vivint appreciates Ms. ***** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
  
  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

  Customer Answer

  Date: 07/20/2022

   
  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,
  
  *******************