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
- 7,927 total complaints in the last 3 years.
- 2,732 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:07/01/2022
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 4/20/2022 I called Vivint to see if I could get a lower monthly rate for my home service. Originally, I did not have a contract. I paid a monthly rate of 49.99 I was given a rate of 39.99. In the call the representative did not tell me that there was a 3-year contract associated with the new rate. I opened the email that he sent me and discovered that the contract stated that it was for 3 years. I did not sign this contract. I did not agree to this over the phone, so I called Vivint back immediately and told the representative that I did not want a 3- year contract and would keep what I had originally. The representative said that my payment would be the original amount of 49.99 and I understood that. After my bill arrived, I noticed that the amount had not changed back to the 49.99 amount. I called on July 1,2022 and asked why my bill did not reflect the corrected amount and was told that I agreed to the contract verbally even though I did not sign the contract and would have to pay for the entire three years if I wanted to make a change. I would like BBB to help me resolve this. I no longer wish to do business with Vivint. The customer service is not good. Please help. Thank you ******* ******* Vivint Account #*********
Business Response
Date: 07/11/2022
July 11, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: February 12, 2020
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ******* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ******* to resolve her concerns. Vivint agrees to cancel Ms. *******’s account and has waived her past due balance. Ms. ******* may contact Vivint’s representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/12/2022
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.The Vivint legal department representative also states that there was no 3 year contract signed by me.
Sincerely,
******* *******Initial Complaint
Date:07/01/2022
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.
6/24/22: signed up for Vivint home security system when approached by a sales representative, ***************************** -install tech didnt leave until after 1 am, incomplete install -completion of the install was scheduled for 6/27/22 6/25/22: text Davide install incomplete & confirmed free 7-day trial starts and after complete install 6/26/22: cancellation of service text to Davide. I requested that when the technicians came during the previously scheduled time that they remove the equipment.6/27/22: text Davide tech wouldnt remove the equipment, Davide offered help later in day, never showed up -notice of cancellation sent ****** spouse called vivint, they wouldnt allow him to cancel 6/28/22: I called the Vivint & after multiple offers at discounted service & offering to get a technician out the next day to finish installation, they emailed cancel info -I verbally informed I mailed the notice of cancellation & needed uninstallment scheduled -emailed copy of cancellation, received email confirmation afterwards -Vivint to call me to schedule -She told me not out any money due to 3 business day period of cancellation -email from rep, stated a 30 day cancellation period and any fees would be prorated. I was never informed of this as I was told multiple times that I would have a free week trial. Davide wrote this on the Vivint handout, rep told me I would not be out any money -called ************ to cancel loan w/in the 3 business day, once loan approved, Vivint is given money. The only way for the loan to be forgiven is if it is completely paid off. Citizen rep informed me that since I canceled my service, Vivint would need to send information and payment on their end. I was told this takes a couple of days.7/1/22: received email from Vivint with receipt of cancellation submitted on 7/28/22- emailed Vivint summary document of interactions & request for equipment removal and cancel loan by 7/8/22 -still no call to schedule equipment removalBusiness Response
Date: 07/11/2022
July 11, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17509985
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: June 25, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that her installation was not completed on the date her installation began. ****************** states that she was told she had a seven (7) day right of rescission period. ****************** states that she sent a notice of cancellation by mail on June 27, 2022. ****************** states that she has not been able to cancel yet. ****************** desires the equipment removed and the account and financing cancelled.
A Vivint representative has reached out to ****************** in order to assist. Vivints records show that Ms. ******** equipment has been retrieved and her account is submitted for cancellation. Vivints representative is ensuring that the account is cancelled. ****************** 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 25, 2022 with an initial term of sixty (60) months. Vivints records indicate that Vivint received a notice of cancellation postmarked June 27, 2022. Vivints records indicate that an appointment was scheduled for June 27, 2022 to complete the installation. Vivints records indicate that ****************** contacted Vivint on June 27, 2022 about cancellation of the account as well. Vivints records show that the equipment was retrieved from Ms. ******** home on July 7, 2022.
Vivints representative is willing to assist as needed. ****************** 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: 07/18/2022
Complaint: 17509985
I am rejecting this response because: while the company has removed the equipment and closed the vivint account, I am awaiting confirmation of the citizens loan to be cancelled on their end. I do not want to be responsible for any charges or have this negatively affect my credit report.
Sincerely,
*********************************Initial Complaint
Date:07/01/2022
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 Vivint home security system through Vivint on June 14, 2022. Vivint came and installed a panel and two door sensors on the same day (and said they would install the cameras and other equipment later). I was told I could cancel anytime and I would not owe anything. Within the 3-day cancellation period, I validly canceled the contract. I emailed the documents to the proper email, faxed them, and mailed them. I spoke with 3 Vivint representatives and recorded each conversation. Each representative said I would no longer owe any money. Each representative said a technician was coming to pick up the panel and door sensors. Unfortunately for me, each Vivint tech is now saying that I am canceling the de-installation appointments! Each time the tech was a no-show, I called the Vivint hotline. Each rep said that the tech "wrote in his notes" that he tried to contact me. I had one of the techs numbers and texted him the first day he was supposed to de-install. He did not even reply. I have recorded conversations, Vivint rep badge numbers, emails, screenshots of text messages and more. Now Vivint and its partner bank Citizens is showing a new account on my credit report. I filed a claim with Experian/TransUnion. Experian is saying that Citizens and Vivint show the account as "valid" after canceling. This has been an absolute nightmare! I have called Vivint 5 times to no avail. I need this panel and door sensors removed immediately, the account closed, and the Citizens report removed. Citizens claims Vivint needs to tell them the account was closed in order for them to close it. This is ridiculous! I am an attorney and I will either sue or file a class action with my law firm on behalf of the many aggrieved parties if this is not resolved. This was suggested by my firm partner. This deceptive firm needs to be stopped.Business Response
Date: 07/11/2022
July 11, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: June 9, 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. ********* via email in an effort to resolve his concerns. In his complaint, Mr. ********* states he cancelled within the three-day trial period, but his account cancellation has yet to be processed.
Vivint’s records indicate that Mr. *********’s equipment was pulled from the home on June 29, 2022, and his Vivint account was then subsequently cancelled. A full refund of everything paid was issued on June 27, 2022, and the payoff balance to close the equipment loan was sent to Citizens One on this same date. Documentation of the Vivint cancellation, refund receipt, and payoff receipt to Citizens have all been emailed to Mr. ********* for his records. 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: 07/11/2022
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:07/01/2022
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 dont think its okay to install some security system in a house that isnt owned by the person that was sold to and that had no permission to install it. Maybe Vivint should check to see if the person they sell to owns the property or at the very least have permission to make HOLES in the doors and wallsBusiness Response
Date: 07/11/2022
July 11, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17508575
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 4, 2022
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 his concerns. The Vivint representative is currently awaiting Mr. ******** response to answer some clarifying questions before proceeding with a resolution.
Should ****************** have any further questions or concerns, he should contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We were sold a home security system by a door-to-door salesman for Vivant. When talking with us about the contract, he explicitly told us that we would have 7 days to receive a full refund if we changed our mind. Based on the quality of service, we made the decision on the 5th day after installation to seek a refund. We were told we could not receive a refund because the contract stated, not so obviously, that we had 3 business days to change our mind and receive a refund. Upon contacting the sales rep, he told us that he said we had 'about a week'. We are now locked in to a 5 year contract on a security system that we do not want, because of a 20-hour gap that we were not aware existed. This business has low-integrity sales reps that leave people stranded with systems that they don't want.Business Response
Date: 07/08/2022
July 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17507967
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 25, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was misled regarding her right of rescission period. ****************** states that she requested cancellation on June 30, 2022, one (1) day outside her right of rescission period. ****************** desires cancellation of her Agreement.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to retrieve ******************** equipment and cancel her account following this appointment. Vivints representative has noted the information provided by ******************. ****************** 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 25, 2022 with a three business day right of rescission period. Vivints records indicate that ****************** contacted Vivint on June 30, 2022 about cancellation of their account.
Vivints representative is willing to assist. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/30/2022
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.
Sales rep came to my house on 6/15/22 selling me a a security system with dvr saying its better than what i already have which it ADT. telling me how much better the cameras are and its dvr. Also he stated if i don't like it i can cancel. The tech named **** came later that day to install the equipment. **** was here till bout 8pm trying to get the system to work after he installed the equipment ( two outside camera and a doorbell camera). **** was on the phone trying to trouble shoot the equipment, he could not get the equipment to work. **** asked if he can come tomorrow to try and fix the equipment. **** told me that vivint been having problems with the security equipment because of the manufactures they use. So at this point my house is left with no security system. The next day I call to cancel just seems like if it already having issues probably going to be worse later and for $3800 for 3 cameras i felt robbed. So since the equipment was installed it never worked. I called to cancel the next day, the company tried to offer me deals to stay but i declined. At that point they scheduled a equipment pull. Only day i was available to have a tech pull the equipment was 6/20/22. **** showed up that day to pull the equipment and he said he disconnected the equipment and said this is a two part process, that i had to call back and schedule another appointment to have the equipment pulled. I thought that was what i was originally scheduled for. So i called the number he gave me to schedule a equipment pull and it was scheduled for 6/22/22. That day came and it was a no show. They didn't call me or anything. I called vivint and they said no one showed up because I'm passed my cancel day. I explained the issue and it seemed they ignored it and just said now i responsible for the full payment of the security system. Even thought i mentioned it never worked. Called again to reschedule and the lady said a tech will be there 6/30 to pulling i will be refunded. No show againBusiness Response
Date: 07/08/2022
July 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17507397
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 14, 2022
To Whom It May ***************** have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ****** in order to assist. Vivints records show that Mr. ******s equipment has been retrieved. Vivints representative is cancelling Mr. ****** account and financing and refunding the payments made. Mr. ****** has no further obligation to Vivint. Mr. ******************* 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:06/30/2022
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 am currently on the phone with your customer service representaives tryingto cancel my service due to the decietfulnes of the representative Just ******. ** came into my home and sold us your product. Now let me tell you he is good, but he is completly representing your company all wrong. ** told me that I would not pay a dime for 6 months. ** told me that if my referrals signed up that he would venmo half of his commision to add additional cameras. I never received the smoke detector. I never received the box that he said I would get to mail my ring back toget a $200 **** gift card. The install rep left a wire ahnging inmy garage. I have had this system since 6/9. I gave it time to see if anyone would reachout for the missing items so it can be installed and I can then address the hanging cord in my garage and guess what, no one did. I waited for the box and guess what never received one. I called to cancel this today and the customer service has left this up to the sales rep. ** says no and when I text him and asked him to approve the cancellation because I did not want to send in the video I had to prove he lied he accused me of blackmail and stopped communicating with me. I asked for his supervisors information and the rep on the phone says he can't give that to me it has to come from the sales rep. I understand that sales reps who work on commision are going to say what they want to get the sale, but to leave it up to them is not a good business model. All I want is this service cancelled without penalty.Business Response
Date: 07/07/2022
July 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17505492
******************************************** Vivint Account #: *******
Date of Agreement: June 9, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she is attempting to cancel the service due to deceit of the representative who sold her the system. ******************** states that she was told that she would have no payments for the first six (6) months of her service and if any of her referrals signed up, she would receive half of the commission to add additional cameras. ******************** also states that she did not receive all equipment nor a box to return her doorbell camera for a $200 rebate. She also states there were wires left hanging by the installation technician. ******************** desires to have the equipment removed and cancellation of the service without penalty.
A Vivint representative has attempted to contact ******************** via email in an effort to resolve this matter. Vivint offers to schedule 5 months of free service, 20% off a new camera, the smoke / co detector to be removed from the line of credit, assistance with getting her $200 rebate for the ring doorbell camera, and a technician appointment to install the new camera and to repair the wires hanging in her garage.
Vivints records indicate that the above was offered to ******************** on June 30, 2022 and was accepted.
Regarding the above resolution ******************** 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 LegalCustomer Answer
Date: 07/08/2022
Complaint: 17505492
I am rejecting this response because:
I want the services terminated. These terms were offered to me and after a 3 hour phone cLl I advised the representative that she could do what she needed on her end, but I was taking this further because they refused to cancel. I no longer want the services and have actually been told that a cancellation request was already in process. Please get the services cancelled and the equipment picked up. This company has representation that is full of lies and when brought to their attention does absolutely nothing to solve this.
Sincerely,
*****************************Business Response
Date: 07/14/2022
July 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17505492
******************************************** Vivint Account #: *******
Date of Agreement: June 9, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her rebuttal ******************** states that the previous offer was made to her after a 3-hour phone call. She states that she told the representative to do what was needed but she will take the matter further. ******************** desires to have the equipment removed and cancellation of the service without penalty.
A Vivint representative has attempted to contact ******************** via email in an effort to resolve this matter. Vivint has cancelled the Purchase and Service Agreement (Agreement) without penalty, provided a full refund, and scheduled a technician for the removal of all Vivint equipment.
Vivints records indicate that the account was cancelled on July 12, 2022.
Regarding the above resolution ******************** 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 LegalInitial Complaint
Date:06/30/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a home security system and they told us if we returned our ring camera to them we would get a $200 **** gift card did that June 3rd and they installed everything that same day. Here it is June 30th and they can't give us answers on where the gift card is at and why are cameras keep messing up and one of the cameras boxes blew so we weren't able to use a camera to keep our house safe while on vacation. The guys who installed and the guy that sold us the system all told us we get 30 days to keep it or not well yesterday we told them we didn't want it because the system was failing and not working like it was suppose to. They said we signed a 3 day contract which we didn't i have no signed paper for that and they cant seem to find it either and no one can give me answers to anyone just keep handing us over to people.Business Response
Date: 07/08/2022
July 8, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17504870
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.
A representative from Vivint has recently contacted **************** in an effort to resolve her concerns. Vivints records indicate that this matter is currently being resolved to Ms. ******* satisfaction.
Should **************** have any further questions or concerns, she should contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/30/2022
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.
At the beginning Vivint was working fine, then we started to have some issues, they came to our door when we purchased our home in 2016, got under a contract with them and in 2020 they came to our door telling us that we're were due for an equipment upgrade, surprise there is that we had to pay for the new equipment and a new 5yr contract. Later on we started having issues with our alarm system going off in the middle of the night due to a sensor issue and our door panel running out of battery every week, so here I am replacing my battery's everytime. I contacted viving expecting for them to send a technician to my house to resolve my problem but no, they send me a new sensor along with a new battery box for my door panel and instructions for me to do it myself. So I went ahead and did it, one week latter my door panel was running out of batteries once again, and not too long after wake ** in the middle of the night with my alarm going off with another sensor issue. So here we are afraid to set our alarm everytime we go to bed or set our alarm everytime we leave to go to work afraid that our alarm is going to go off. I called vivint to cancel our service and explain why I want to cancel our service after almost 7 yrs of service with them and they tell me that after two years I owe money for the equipment and our a fee for canceling the service. Not a small amount at all, together with the equipment and canceling the contract a little over $2,000 money that I don't have. So we had a security system that we wernt even using and paying for it for some time. My kids were getting scared every night that the alarm was going off, we also replaced the batteries to the window sensors more than one time, it was an anoying thing to do so often and batteries are not cheap as well.Business Response
Date: 07/07/2022
July 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17504720
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 14, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** in order to assist. At this time, Vivint agrees to cancel Ms. ******** account and financing without penalties. ****************** has no further obligation to Vivint. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
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: 07/07/2022
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:06/30/2022
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.
Called in reference to upgrading an outdated security system. Have been with the company for over 10 years or so. First CS rep informed me to contact the upgrade department as there is just a upgrade difference. Spoke with TWO reps at this department who advised I had to buy each piece of equipment out right (totaling around a few THOUSAND dollars which is absurd to me being a continuing customer. I told them thats not right as my sibling is being charged different and advised I would more likely cancel service due to this and they said ok and just transferred me to the cancellation department. Did not try to do anything in regards to helping the situation. Could not get a hold of a supervisor. Reps were very useless and did not care.Business Response
Date: 07/08/2022
July 8, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17504266
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 2, 2016
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted ************** in an effort to resolve her concerns. Vivints records indicate that this matter is currently being resolved to Ms. ****** satisfaction.
Should ************** have any further questions or concerns, she should contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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