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:07/12/2022

  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.

  A Vivint salesmen came into our home on June 7th to sell us home security package. We signed with the promise of 3 months no payments, 30 day trial period, and that the company would buy us out of our ADT contract within 30 days. It is now two days over the 30 day contract and we have tried canceling 4 separate times. One of which was working the 30 day period. Vivint refuses to cancel our contract. They have not fulfilled their contractual responsibilities of paying of ADT writhing 30 days, they have not fully installed all equipment, the equipment installed is against osha regulations and frequently goes out due to overloading our circuits. They have charged over $300 in unauthorized charges within the first 30 days when the agreement was no payments for 3 months. We called to correct this and they partially refunded some money. We called to get a tech to finish installing our equipment and fix the current equipment. No tech showed up to the appointment even tho we had to take a day of work to be there for the tech. We called multiple times and filled out all the paperwork required to get our ADT contract paid off and Vivint still has not paid ADT. We have tried multiple times to get what we where promised. We have Vivint multiple chances to fix it, they did not. We tried to cancel multiple times based on the fact that they did not fulfill their promises and they will not cancel our service. After we signed up we saw multiple social media posts stating they where a scam. We hoped that wasnt true since we already signed up but now we see thats the case. They are trying to charge us $3,000 for equipment that is in new condition and we are trying to return.

  

  Business Response

  Date: 07/22/2022

  July 22, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:    Consumer Complaint Case #: 17558848
             Complainant: ***************************
             Vivint Account #: *******
             Date of Agreement: June 7, 2022
       
  
  
  To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond. 
  
  In his complaint, ************** states that he was told that he would have three (3) months of payments covered, a thirty (30) day trial, and a buyout of their previous provider in the thirty (30) days. ************** states that his lights are flickering and he has been charged. ************** states that he has sent the paperwork required for the payoff, but his previous provider has not been paid. ************** desires cancellation of his account and to return the equipment. 
  
  A Vivint representative has reached out to ************** via email in order to assist. Vivints representative is willing to work with ************** toward resolving this matter or cancelling his account. ************** 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 June 7, 2022. Vivints records indicate that Vivint offered to send ************** a gift card to assist with paying off his previous provider if he stayed with Vivint. Vivints records indicate that ************** provided the paperwork and a gift card for $1000 was sent to **************. Vivints records indicate that ************** contacted Vivint about the lights in his home and cancellation of his account. Vivints records indicate that ************** was provided a right of rescission period of three (3) days and this was provided in the Purchase and Services Agreement along with the notice of cancellation paperwork sent to Mr. ****** email. 
  
  Vivints representative is willing to assist in this matter. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter. 
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  Vivint Legal
  
  

• Initial Complaint

  Date:07/12/2022

  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.

  March 25th we ended our account with Vivant Smart Homes due to moving. We paid every cancellation fee along with the equipment fee being paid off. We have been harassed every other week with text and emails and spent hours and hours over 8 calls with each employee saying we owe different amounts. Today with all cancellations that have been paid they said instead of paying for the last two months (which we no longer had their service) they would lower it from $179 to $55. We have had this paid off for months. This is a complete scam and needs to be addressed. We are honest people and have all cancellation numbers and payoff amounts and yet they keep harassing us with text messages and bills is a true scam.

  

  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: January 11, 2018
           
  
  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 her service on March 25, 2022, and paid the cancellation fee. She states that she is receiving calls regarding an account balance that is due and keeps being given different amounts. Ms. ***** desires to be contacted by Vivint. 
  
  A Vivint representative has attempted to contact Ms. ***** via email in efforts to resolve this matter. Vivint has offered to cancel all account related to Ms. ***** and waive any remaining monitoring fees or past due balances. 
  
  Vivint’s records indicate that there is more than one account that is linked to Ms. *****. The balance of $172.56 is related to the active account at ***** ********* ***. The account at **** ***** ***** ** has been cancelled per the request of Ms. *****.
  
  Despite the above information, Vivint offers the listed resolution. 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, 
  
  

• Initial Complaint

  Date:07/12/2022

  Type:Billing 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.

  A Vivint sales rep sold us our camera system on 7/23/21 under false pretenses. When explicitly asked multiple times if he would be running our credit, he said no. He told us that we would have a 30 day trial period to cancel our system if we were not satisfied. About a week after installing the system, I received a notification that not only did they run my credit, but they also opened an account with Fortiva Retail Credit for $4000 and maxed it out so that it looks like Im using 100% of that credit line. My credit score dropped by over 100 points because of this. We immediately called and tried to cancel the system, but were constantly given the run around by every customer service rep that we spoke to. Each person we spoke to told us something different about our account and how we would be able to cancel it. We thought it wouldnt be that difficult because we were supposed to be in the trial period, but one person we spoke to said our trial only lasted a week while another said that it was only 3 business days. We were also eventually told that we would need to close our account with Fortiva first, so we did. Vivint still made the process to cancel our account more difficult and did not tell us until October 2021 that we needed to send an email to cancel our account, which was allegedly in our contract but they never provided us a copy of our contract to know that. We gave up trying to resolve the issue with Vivint and tried to deal with Fortiva instead, but they also seem to be part of the scam and instead of resolving the dispute form that we filed with them, they sent my account to collections for non-payment. Fast forward almost a whole year later, and now the only resolution theyre providing me with is to pay them over $3000 for a mistake that they made, a camera system that we have not been using and the worst customer service you could ask for. Both ********************** and Fortiva are fraudulent companies and I dont know how theyre allowed to remain in business.

  

  Business Response

  Date: 07/20/2022

  July 20, 2021
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 17552933
   Complainant: ***** Lelea
  Vivint Account #: *******
  Date of Agreement: July 22, 2022
  
  To Whom It May ***************** have reviewed the information provided by Mr. ***** Lelea and appreciate the opportunity to respond.
   
  At this time, Vivint agrees to cancel Mr. ****** Agreement and remove his account from collections.
  
  Vivints records show that ************** signed a Purchase and Services Agreement upon installation of his Vivint system, with an initial term of sixty (60) months. This shows a monthly services fee of $50.30, and total equipment fee of $3,801.00 that was financed through Fortiva, plus applicable taxes.  ************** contacted Vivint on August 9, 2021 to request cancellation of his account.  On August 13, 2021 ************** was informed of the cancellation process and the contract buyout amount. On October 27, 2021 ************** was again notified of the cancellation process. 
  
  Vivints records further show that ************** stopped making his monthly payments after July 22, 2021.  As such, the account was cancelled for non-payment on February 25, 2022, and was transferred to an outside collections agency.  
  
  Despite the validity of this debt, Vivint agrees to the above resolution. ************** has no further obligation to Vivint and will not be contacted further by collections.
  
  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. However, it is concerning that Vivint did not acknowledge their Sales Representatives egregious lie when selling us the home security system nor did they address their below average **************** skills. Nevertheless, I accept this resolution and look forward to cutting all ties with Vivint.
  
  Sincerely,
  
  Saeni Lele'a

• Initial Complaint

  Date:07/12/2022

  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 not informed of a 3 day trial period in order to cancel and not be charged for the equipment. I purchased 3 outdoor cameras, doorbell camera and a few indoor cameras. The sales rep and the gentleman that installed 3 outdoor cameras advised they would be in contact with me in the next week to install doorbell camera as it was on back order and get me the indoor cameras. As of July 12th no one from vivint has contacted me and I still don't have the doorbell or inside cameras. 1 of the outdoor cameras hadn't worked since installing. Well found out it got installed into a light switch, so our garage lights have to be on all the time for it to work. I called to complain and cancel they assured me they could make it better have a tech come fix the issues. Scheduled an appointment for July 5th-no one showed up or called. I called July 6th to complain and someone had rescheduled the appointment for July 7th without notifying me. I rescheduled for July 8th again no one showed up or called and they rescheduled without my consent for July 10th. I called July 8th to cancel the appointment and service. I couldn't hear or understand the rep. I called back the 9th and they were closed. I got a text about my appointment on 10th again no one called or showed up. I tried to call on the 11th wait time was to long. I called the 12th and still telling me if I cancel I get charged for the equipment. Again still don't have all the equipment. I asked for document showing the 3day trial period and never received it. Was on the phone call 45mins and still insistent I can't cancel and rescheduled for someone to come out.

  

  Business Response

  Date: 07/21/2022

  July 21, 2022
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 17555369
             Complainant: ***************************
             Vivint Account #: *******
             Date of Agreement: May 25, 2022
  
  
  
  To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
  
  A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to send a technician to complete the installation as well as has applied two (2) months of free service.  ****************** 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

• Initial Complaint

  Date:07/12/2022

  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.

  I had recently heard of viviant through my Doctor's ****** ***** student that I was going through a domestic abuse situation with my ex also I had concerns about safety. I did have a few outside cameras that I was unable to access because of my ex that I had wanted those removed. When I called Vivint I had let them know what I was looking for,needed cameras taken down,and professional install. The rep I had spoken to had told me they would be charging me ****** for equipment and even scheduled the installation. Within a few days I had received the equipment in the mail that I was confused on why this wouldn't come with the installer. The day the installer was supposed to come I had taken off of work to be home. Around 5pm I had called Vivint to see where the installer was & was told if I wanted someone to come out that would be an additional charge and the my security system didn't even include an outside camera. At this point I was upset and just felt like I was taken advantage of. I had contacted the company numerous times to return the equipment that no one would respond so I ended up taking it to fed ex saying I didn't want this and return to sender. I'm still waiting to be reimbursed for that money and now they are charging me another ******. I don't have their alarm Equipment let alone their system. I want my $300.00 back especially when I'm not using their service at all. I ended up going through ADT. I'm happy with their service also they came and installed the equipment.

  

  Business Response

  Date: 07/19/2022

  July 19, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:    Consumer Complaint Case #: 17554442
             Complainant: *****************************
             Vivint Account #: *******
             Date of Agreement: June 3, 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 for service and was sent a DIY kit to install the equipment on her own. ****************** states that she thought an installation appointment was set up, but a technician did not arrive. ****************** states that she did not receive an outdoor camera. ****************** states she has returned the equipment via ****** ****************** desires a refund. 
  
  A Vivint representative has reached out to ****************** in order to assist. Vivints representative has asked for tracking information on the package she returned. Vivints representative is willing to assist in this matter. Ms. ********************* 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 2, 2022. Vivints records indicate that Vivint sent ****************** the equipment on June 3, 2022. Vivints records indicate that ****************** contacted Vivint on July 9, 2022 about cancellation. Vivint does not have record of the equipment being returned. 
  
  Vivints representative is willing to assist. Ms. ********************* 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
  
  

• Initial Complaint

  Date:07/11/2022

  Type:Order 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.

  On 6/14, the sales rep ******** came to my house to speak to my sister and I about switching our security services over to Vivint.After discussing, he said he could offer a 3 day trial period.I told him I didnt want to commit to this short period of time in which he offered to extend to 5 days which would give me until 6/21 to make a decision.I agreed and He had his tech come the same night to set it up.The tech had the monitor,front and back camera,but not the doorbell camera but stated he will return on Fri 6/17 to set up.My sister spoke to **** on Wed 6/15 about this and he stated that this is ok and the 5 days began once everything was set up-meaning the trial period ended on Fri 6/24.The tech did return on Fri to finish.I called on Mon to verify other information which there was some confusion because I told the rep I was given 5 days, they said it was 3 days, but emailed **** stating I was thinking it was a month (which was not the case) **** and I texted and got this straightened.I called and texted **** a couple times that week and did not get a response.I heard back on Fri 6/24 after reaching out again.I told him I no longer wanted to use the service and the reason why.**** initially told me I was outside of my trial period but I reminded him what he told my sister that it didnt start until everything was installed.He stated he mispoke and his supervisor has since corrected that.I told him I should not be penalized for this since thats what he communicated in which he agreed.We spoke with a rep on 6/24 on a 3 way call where he confirmed this and the rep stated he was documenting this.I spoke to another rep of Bre to confirm as well. She told me where to send the email to finalize and they will reach out to pick up the items and send my refund. As of Mon 7/11, I still hadnt heard anything. I called to confirm and they said nothing was documented and bc I was outside of my trial, I couldnt cancel. I told ******* of the prior convos but she would not listen

  

  Business Response

  Date: 07/19/2022

  July 19, 2022
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 17553392
   Complainant: ***********************
  Vivint Account #: *******
  Date of Agreement: June 14, 2022         
  
  To Whom It May ***************** have reviewed the information provided by Ms. *********************** and appreciate the opportunity to respond.
  
  In her complaint, **************** explains that she was given a 5-day trial period in which she can cancel her services without penalty. She further explains that her system was not fully installed so that time was extended but when she called Vivint to cancel, she was told she is outside of her cancellation period. 
  
  At this time, Vivint agrees to cancel Ms. ******* Agreement and Citizens loan if the equipment is returned.  
  
  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 $39.99, and total equipment fee of $3,273.96 that was financed through Citizens, plus applicable taxes during that term. 
  
  Despite the validity of this Agreement, Vivint agrees to the above resolution. **************** may contact ********************************** /************) to schedule a system pull appointment to remove Vivints equipment from her home. Following the retrieval of equipment, Vivint will refund all payment, cancel her Agreement, and credit the balance owed on equipment loan to Citizens.
  
  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: 09/19/2022

  I have been with Vivint less than 6 months and have had to follow up on issues that still hasnt been resolved every month. On 8/19, I spoke to a supervisor by the name of ******* who assured me has fixed everything and it still isnt. My bill has not been correct and I was supposed to have a total of $25 in credit off every month. ******* realized that it was an error in the system and because of me having to call multiple times to resolve it, he promised me 3 months where I wouldnt have to pay. I would still pay for the equipment ($57.89) but my monthly amount of ($15.99) would be waived for 3 months and I would resume paying it on 12/14. My 9/14 payment has processed and it still included the $15.99 payment. I am very upset that this still has not been fixed and I am taking additional time to follow up on something that should have been resolved. Im given broken promises over and over and I cant trust that my bill will be correct. I need someone to refund this payment of $15.99 back to my acct and due to the negligence of this still not being corrected, I deserve more than 3 months of my bills credited at this point.

  

  Business Response

  Date: 09/22/2022

  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 18043655
   Complainant: **********************; 
  Vivint Account #: ******* 
  Date of Agreement: June 14, 2022         
  
  To Whom It May ****************** style="color: rgb(33, 37, 41); font-size: 11px; font-family: "Proxima Nova", sans-serif;">
  I have reviewed the information provided by Ms. *********************** and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contacted **************** to resolve her concerns. **************** may contact ********************************** / ************) 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 Legal

  Customer Answer

  Date: 09/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and the representative from the legal department was not helpful. She repeated what I had already discussed with a supervisor and didnt discuss other options for my inconvenience. She was extremely short and I can tell she just wanted to get off the phone

  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/11/2022

  Type:Order 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 had signed up for Vivint alarm services back the beginning of 2018- I had been told multiple times that when I signed up I didnt not have a contract since I was financing the equipment, and my Obligation of payment was to citizenone bank for 60months or until the equipment was paid off I then paid off the equipment after about 2.5 years and wanting to cancel my alarm services which I had called before I paid off my equipment and was told I could then cancel. After paying off the equipment I then called Vivint and was informed that I did intact have a contract as well with them for the monitoring, this has happened to others I know and have seen on BBB and other websites. Im wanting to get this resolved and remove my self from doing business with this company as soon as possible- I dont have time to wait on hold for hours to speak to someone that does not have the information Im looking for, respectfully respond thank you.

  

  Business Response

  Date: 07/18/2022

  7/18/2022
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 17553067
             Complainant: ***************************
             Vivint Account #:*******
             Date of Agreement: 5/22/2018
  
  
  
  To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
  
  In his complaint, ************** explains that he has paid off his equipment loan and requests cancellation of his account.
  
  At this time, Vivint has agreed to cancel ************** account.
  
  However,it should be noted that 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 survey, ********************** 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 May 22, 2018.
  
  During the recorded Pre-Installation Survey, ************** represented that he understood and agreed to the initial term of 60 months.  He also represented that he would pay a monthly services fee of $46.47,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 ************** representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.  
  
  Despite the information mentioned, ************** has no further obligation to Vivint.
  
  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: 07/21/2022

   
  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:07/11/2022

  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.

  About two months ago, Vivint scheduled and *********** for July 5, 2022 between **** pm to come to my house (**** ***********, Balto. ** *****) to repair or replace a broke doorbell camera. On July 5, my wife canceled a doctor *********** to wait for Vivint. Vivint neither showed nor called regarding the ***********. I contacted Vivint regarding this matter. My goal was and is now to removed payment for the doorbell camera and do without same. After speaking to a Vivint supervisor, I was persuaded by the supervisor to allow Vivint another opportunity to come and take care of the problem. The supervisor also advised that Vivint would take $25 off the next ****. I was very hesitant to agree to another *********** with Vivint however I did agree to allow Vivint another opportunity to remedy the problem. Vivint scheduled another *********** (July 11, 2022 **** pm.) for a tech. person to come to my house to fix the problem. The supervisor assured me that a tech. would be at my door 8:00 am, as I would be the first ***********. On July 11, I waited for Vivint and no one from Vivint showed or called.

  

  Business Response

  Date: 07/19/2022

  July 19, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 17552500
            Complainant: **** Bell 
            Vivint Account #: *******
            Date of Agreement: July 1, 2019
           
  
  To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond. 
  
  In his complaint, ************ states that he had an appointment scheduled to have his doorbell camera repaired on July 5, 2022. He states that no one showed or called to notify him the appointment would not take place. ************ states he allowed another appointment to be scheduled for July 11, 2022, and again no one showed or called. ************ desires to no longer he the doorbell camera repaired. 
  
  A Vivint representative has spoke with ************ in efforts to resolve this matter. Vivint has offered to remove the service fee for the camera of $5 per month as well as a $250 refund to cover the cost of the doorbell camera that would be directly applied to the equipment loan. ************ stated that he would need to discuss this with his wife before deciding. 
  
  Vivints records indicate that Vivint has offered to send a technician to repair the broken doorbell camera. ************ no loner wants the camera repaired. 
  
  Vivint has offered the above resolution and is waiting on a response from ************ on how he would like to proceed. ************ 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:07/11/2022

  Type:Order 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 cancelled my account with Vivint on June 1, 2022. I had paid off completely the equipment and do not use the system at all. I did not want to be billed for the month of June and certainly not July and beyond. I want to cancel my account. I was on the phone with a vivint rep for over an hour. I have a full-time job, I cannot be on the phone for that long to take care of this! Zero out my account, cancel my account, and immediately cease the texts, phone calls, emails, and letters begging us back or billing us for services we DID NOT USE, DO NOT WANT, and ASKED TO BE CANCELLED.Received this email on 6/1/22:Hey *******!We have received your cancellation request, submitted 06/01/22, and have attached it to your account. We will review your account and begin the cancellation process. If there are any issues with your request, we will reach out via email.We are sad to see you go, and wed love to continue keeping you and your home protected. Simply give us a call at ************ to discuss your needs, and we will find an offer thats right for you.For your reference, your service number is S-*******.

  

  Business Response

  Date: 07/20/2022

  July 20, 2022
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 17551159
            Complainant: ******* Zigler 
            Vivint Account #: *******
            Date of Agreement: July 1, 2017
           
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond. 
  
  In his complaint, **************** states that he cancelled his account June 1, 2022, and paid off the equipment. He would like the account balanced cleared. **************** desires no further contact from Vivint and a billing adjustment. 
  
  A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has cleared the account balance of $112.94 as requested. 
  
  Vivints records indicate that **************** did not send in the requested notice of cancellation until June 1, 2022. Once the notice was received the cancellation process takes 30 days. The account was cancelled on July 1, 2022. The balance due is for the months of May and June while the account was still active. 
  
  Despite the above information, Vivint has cleared the past due balance of $112.94. **************** has no further obligation to Vivint and 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

  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,
  
  ***************************

• Initial Complaint

  Date:07/11/2022

  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.

  We have been a customer for over 3 years. I was trying to lower our bill and on march 2, 2022 I called and paid off my equipment approx $580. And was able to lower our bill to $29 per month for service. Somehow on their end that equipment was not paid off and Vivint was using the money I paid for the equipment to pay my monthly charges. (Still at approx $70 per month) My husband received a message about our payment sometime end of June, so I called the company. After several conversations with several different employees I spoke to a man on July 1st. He assured me everything was corrected on my account and that I owed Vivint $37.09 and I approved that transaction. The next day I look at my bank account and Vivint took $163.30 from my account so I called again and was apologized to and they made a mistake and I owed $163.30. But the guy on the 1st that I spoke to assured me that with the credits due back to me I only owed $37.09. I want my money back! The mistakes made were on their end not mine and somehow I am supposed to pay for this. Then I stated I wanted to close my account with Vivint and was threatened with being charged more money because I am on contract with them until March of 2023. I did specifically ask if phone conversations were recorded and was told yes. I asked them to go back and listen a couple of times to those conversations and have not heard back from anyone at Vivint yet.

  

  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, 2019
           
  
  To Whom It May Concern:
  
  I have reviewed the information provided by Ms. ******** ******* and appreciate the opportunity to respond. 
  
  In her complaint, Ms. ******* explains that she paid off her equipment, but it was applied to her monthly service fee instead. She further explains that she was then charged $163.20 when she owed $37.09.  Ms. ******* desires a refund.
  
  Vivint’s records indicate that a refund in the amount of $126.27 is being sent back to the credit card ending in ****. Ms. ******* would receive this refund within 7 business days. Ms. ******* may contact Vivint’s representative directly should she have any further questions. 
  
  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