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
- 7,912 total complaints in the last 3 years.
- 2,715 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:06/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
After almost a year of service with Vivint I ended up selling my home in April of 2021. When I called to cancel service the representative mentioned that there was no need to take the equipment with me because they will install new equipment at the new home if I wanted it. They explained that I will need to wait a few months to be approved to get new equipment. After a few months in the new home I decided that I no longer wanted services with Vivint. They told me that I needed to get new equipment and continue with my services after I was told I didn't need to get equipment at the new home. The best the company would do is give me one year of hold on my monthly payment for the service but I was forced to continue paying for equipment I no longer had. After 1 year 6/2022 I had to pay off the equipment in full for over $1200. They wanted me to pay out the service contract in full for a service I was no longer receiving. They agreed for me to just pay off the equipment and get out of the contract; however, gave me a very hard time about doing this. Ultimately, I ended up paying over 2k for equipment I owned for a few months. I asked on several occasions to speak to a manager, but a manager was never made available to help out or hear me about my unresolved issue. I'm currently waiting for verification of my account cancellation which I was told could take an additional 30 days.
Business Response
Date: 06/28/2022
June 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 1751794
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 19, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she sold her home in April 2021. ****************** states that she contacted Vivint to discuss moving her equipment to her new home. ****************** states that she was informed to leave the equipment at her original service address and would receive new equipment at her home with new financing. ****************** states that she decided to cancel her account and was asked to pay off her equipment financing. ****************** desires cancellation of her account and a refund for the financing.
A Vivint representative has reached out to ****************** in order to assist. At this time, Vivint agrees to cancel Ms. ******** account and refund $124.87 to the card on file. ****************** has no further obligation to Vivint. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on May 19, 2020 with an initial term of sixty (60) months. Vivints records show that ****************** received equipment financing with Citizens at this time as well. Vivints records indicate that ****************** contacted Vivint on March 17, 2021 about moving to a new home. Vivints records indicate that in May 2021, ****************** would be eligible to receive new equipment and new equipment financing for her new home. Vivints records indicate that Vivint offered this option and if ****************** signed up for new equipment and financing, the old equipment financing would be waived without penalties. Vivints records indicate that ****************** contacted Vivint in April 2021 to request cancellation and not proceed with the above offer. Per the Purchase and Services Agreement signed by ******************, Section 13, If, at any point during the initial term of this Contract, you fulfill your obligations to pay all amounts owing for the purchase of any equipment pursuant to the Schedule of Equipment and Services, then you may terminate this Agreement without penalty or early termination fee with thirty (30) days prior written notice. Vivints records indicate that ****************** has paid off her equipment financing with Citizens.
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 LegalInitial Complaint
Date:06/20/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Transaction Date - Initiation of sales with Vivint -5/9/2022 Date of Installation 6/10/2022. I started the process to acquire services with Vivint on 5/9/2022. I requested an trial period of 30 days which the sales lady stated would be confirmed on the day of installation by the technician in the form of a notice of cancellation with an updated date written in by the technician. On the 6/17, 6/18 & 6/19 I was unable to access my Vivint application on my phone with the message that the app was under maintenance leaving me with no access to the security devices. I called in to cancel service and return the equipment on 6/20/2022 and spoke to the 1st representative (Krizia) who stated she needed to confirm with the sales representative (Lacey) on the extension (which did not make sense as I provided the notice of cancellation provided to me), I called back to check on the progress with a different representative(Gina) who stated that the who I spoke with should have resolved the cancellation as I had the updated notice of cancellation. After, an hour of her trying to complete the transaction she suggests that she would contact me with my confirmation via email or call once she gets the information from the department that deals with customer loyalty in regard to the notice of cancellation. I ask for an email summarizing what we discussed and after waiting for 30 minutes to confirm receipt of the email she disconnects the call. As I write this I am yet to receive a confirmation of cancellation and scheduled pick-up for the equipment.Business Response
Date: 06/28/2022
June 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: ********
Date of Agreement: June 10, 2022
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 had a 30-day trial period and was told she could confirm cancellation with the notice provided to her. She further explains that she was unable to access her Vivint application, so she called to cancel but is still awaiting confirmation.
At this time, Vivint agrees to cancel Ms. ******’s Agreement and Citizens loan if the equipment is returned.
Vivint’s records show that Ms. ****** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $39.08, and total equipment fee of $4,000.00 that was financed through Citizens, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. Ms. ****** may contact (tari.d**@vivint.com /###-###-####) to schedule a system pull appointment to remove Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 06/30/2022
June 30, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: ********
Date of Agreement: June 10, 2022
To Whom It May Concern:
I have reviewed the additional information provided by Ms. **** ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** explains that she had a 30-day trial period and was told she could confirm cancellation with the notice provided to her. She further explains that she was unable to access her Vivint application, so she called to cancel but is still awaiting confirmation.
Vivint stands by its previous resolution and Vivint agrees to cancel Ms. ******’s Agreement and Citizens loan if the equipment is returned.
Despite the validity of this Agreement, Vivint agrees to the above resolution. Ms. ****** may contact (tari.d**@vivint.com /###-###-####) to schedule a system pull appointment to remove Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and the first steps to the resolution is in process. The service has been cancelled by Vivint as of 7/1/2022 and an appointment has been set to pick up Vivint equipment on 7/14/2022 (see attachments).The resolution will be considered satisfactory once all accounts under my name with Vivint and Citizens bank are cancelled as agreed upon with Vivint legal aid Tari D** and the provided 30-day trial period which I exercised and provided with confirmation of the cancellations.
Please do not close this complaint as Vivint, has a portion of the agreement to fulfill. I will provide an update once Vivint resolves my complaint in whole.
Sincerely,
**** ******Initial Complaint
Date:06/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Our VIVINT security system has not worked since May 2021. It began beeping 24 hours a day, and eventually the VIVINT people shut it down at our request because it did nothing but beep. We had 5 service visits, all with long delays for appointments. We were told our equipment was old and had to be replaced, but new equipment was only being offered to new customers and we had the service for many years. We tried to cancel the service 13 months ago, but were told that we had reauthorized the contract, which we NEVER did. We have tried to cancel repeatedly over the past year. Each time we only got sales pitches and nobody put through the cancellation. They continued to take $60 per month from our checking account. Finally someone put through the most recent written cancellation last month, which generated more sales texts from Stalee in VIVINT cancellations department. She set up multiple times to speak with us, but never contacted us at the time she scheduled, and never answered phone calls or texts. I finally had to block them from our checking account as unauthorized. However, even with the cancellation that started the new storm of sales pitches, our account was never cancelled but was sent to collections, which has called us every day for weeks. We have talked to collections many times about this and have been transferred to the cancellations department, without success. Just today (6/20/22) they had a long phone conversation with me, and then we were disconnected. After four long calls to VIVINT again today, I finally reached a manager who cancelled the account. This was not until after I was told they wanted $135 for our nonexistent service, and told by another once again that we had reauthorized the account which we NEVER did. They used to be a decent company, but now they apparently are only good at getting money out of people without providing any service.Business Response
Date: 06/27/2022
June 27, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: August 22, 2011
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Ms. ****** via email in an effort to resolve her concerns. In her complaint, Ms. ****** is requesting cancellation of her account at no penalty towards her.
The legal representative has submitted Mr. ******’s account for cancellation at no penalty towards her and has waived the $135 overdue balance. Once the cancellation is finalized, documentation will be emailed to Ms. ****** for her records. At this time, Mr. ****** has no further obligation to Vivint.
Should Ms. ****** 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called the company and asked about the alarm, rates, etc. We made an agreement to pay $51 a month after an initial one time charge of $230. That charge was paid immediately - (Paid during the conversation). In June I had a charge on my credit card of an additional $217 (over the $250 charge). I called the company and they had "accidently" charged me for a techinician visit. They argreed to refund $199. Then I told them I received a notice that I was going to be charged another $217 in July. They stated I had 5 payments of over $200 coming out - so that is over $1200. In addition, I am being charged the contract price. I did NOT sign a contract for the 5 charges of over $200 a month. My contract is $51 a month. I tried to cancel my service and offered to send back the equipment. I was told No. I asked to speak to a supervisor and after an argument I was told that I supervisor would call me back. It has now been over 2 hours and I have not heard from anyone. They are breaking their contract and refuse to refund any money and won't take back their equipment. The contract clearly states I am to pay $51 and some odd cents a month - it does NOT state anywhere about the $200 plus dollarsBusiness Response
Date: 06/29/2022
June 29, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17450080
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: April 29, 2022
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she agreed to pay $51 per month. She did also agree to the initial one-time payment of $230. ********************** states that she received a charge for $217 in June and received an invoice for $217 for July. ********************* states that a Vivint representative told her that she had a payment plan set up for 5 months. ********************** states that she never agreed to a payment plan. She attempted to cancel the Purchase and Service Agreement (Agreement)and was told that could not cancel. ********************* desires a refund of $199 and cancellation of the agreement.
A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint offers a Right of Rescission cancellation. This will require ********************** to ship back all Vivint equipment.Once all equipment is received ********************** will receive a full refund of all payments made to Vivint.
Vivints records indicate that on April 29, 2022, ********************** signed the agreement. With that agreement there is an equipment cost of $319.50 which was split into 3 monthly payments. May 25, 2022, ********************** purchased 6 window sensors. She agreed to have the cost of the sensors split into 5 equal payments. These payments added to her regular monthly service fee add up to the $217 that she is being billed for.
Despite the above charges being valid, Vivint offers the above resolution.********************** may contact Vivints representative *************************************** /************) directly to move forward with the offer, or 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
June 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17450080
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: April 29, 2022
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she agreed to pay $51 per month. She did also agree to the initial one-time payment of $230. ********************** states that she received a charge for $217 in June and received an invoice for $217 for July. ********************** states that a Vivint representative told her that she had a payment plan set up for 5 months. ********************** states that she never agreed to a payment plan. She attempted to cancel the Purchase and Service Agreement (Agreement) and was told that could not cancel. ********************** desires a refund of $199 and cancellation of the agreement.
A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint offers a Right of Rescission cancellation. This will require ********************** to ship back all Vivint equipment. Once all equipment is received ********************** will receive a full refund of all payments made to Vivint.
Vivints records indicate that on April 29, 2022, ********************** signed the agreement. With that agreement there is an equipment cost of $319.50 which was split into 3 monthly payments. May 25, 2022, ********************** purchased 6 window sensors. She agreed to have the cost of the sensors split into 5 equal payments. These payments added to her regular monthly service fee add up to the $217 that she is being billed for.
Despite the above charges being valid, Vivint offers the above resolution. ********************** may contact Vivints representative *************************************** / ************) directly to move forward with the offer, or 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:06/20/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been a Vivint customer since 2018. Since then, we have had countless amount of issues with their equipments. We have called and spoken to so many people. But they dont even bother to send any technicians out to help us, unless we pay. On top of this, they owe us money they have not refunded. We upgraded our camera which we paid in full. However, the technician took the original camera with him, which is a camera we are still paying installment on. They also charged us an amount that is not on the contract. There is zero communication coming from Vivint. Its always been us reaching out to them. There are zero follow *** from Vivint. This has been an ongoing battle for years.Business Response
Date: 06/29/2022
6/29/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17449924
********************************************************************************************** Vivint Account #:*******
Date of Agreement: 7/19/2018
To Whom It May ***************** have reviewed the information provided by Ms.********** and appreciate the opportunity to respond.
In her complaint, Ms. ********** explains that she is dissatisfied with the service.
Vivints records indicate that Ms. ********** account and loan have been cancelled. A representative from Vivint has contacted Ms. ********** via email. If Ms. ********** has any additional concerns or questions, she may contact the representative.
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:06/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
No showed multiple times to fix garage sensor, thermostat, and put doorbell I paid for on. I've spent over 6 hrs dealing on the phone with customer service. I have the technicians phone number that i was given to arrange to get fixed. Ralph has numerous times said he was coming and never came. I work for myself and each time I'm no showed it costs me money. Apparently no one can reach my local technicians through customer service except via email. I had them email Ralph to contact me. nothing. I contact Ralph again. Says he'll fix it. Nothing. Tell him I'm going on vacation I need fixed before hand. Says he'll come. I tell him don't say he will if he won't actually come because I'm trying to get stuff done before vacation. Still no shows me. I call to schedule a technician and to get credited for still not having the doorbell I paid for and not having the sensor working. I get switched multiple times to different departments. Still no appointment or credit. Big mistake paying in full upfront. When Ralph originally came the first time to do the whole install he was late talked on his phone, went way beyond the install service window, had a 45 minute chat in my bedroom with a supervisor without telling me the supervisor was coming and who the stranger was coming into my house and to have it in my bedroom was inappropriate. This has been days of lost wages for me dealing with this. Also no guidance on the correct information to register my system with my police department. I also tried emailing the representative who sold me the system over the phone and Connor never responded.Business Response
Date: 06/29/2022
June 29, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: May 10, 2022
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 has been waiting for a service visit that got cancelled numerous times. She further explains that she was not offered credit for the inconvenience and no appointment has been scheduled. Ms. **** also explains that she was not given the correct information to register her alarm.
Vivint’s record shows that a service visit for Ms. **** was scheduled on July 22, 2022. However, Vivint now has a sooner appointment for Friday July 1, 2022. In addition, a one-month downtime credit has been applied to her account.
A legal representative from Vivint has recently contacted Ms. **** via email and phone to resolve her concerns. Vivint is willing to assist Ms. **** with her alarm permit. 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: 06/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:06/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have cancelled my account three separate times and it took me over a dozen phone calls and countless hours to do so each time. Despite numerous cancellations, they continue to charge me and harass me for payment for services I DO NOT WANT. Many times I have called, they tell me I am not allowed to cancel or make it impossible to get a confirmation number, just SELL SELL SELL is all they want to do. I want the erroneous charges erased and a promise to NEVER contact me again. This is predatory and illegal behavior.Business Response
Date: 06/28/2022
June 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17448461
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: April 28, 2018
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 waive all past due balances, any fees associated with the remaining monitoring contract, and process a cancellation of the Vivint Purchase and Service Agreement. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and IF they follow through, I find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:06/19/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called to get a doorbell fixed and their customer service was absolutely horrible. They do not stand by their warranty that they claim they offer and they set you up with a loan for their camera system so that they screw you if you try to leave. This company has to be one of the worst out there. I am so upset that I ever left *** for them. They shouldn't even be allowed to operate with their deceptive trade practices I love how they told me they would wave the copay for me. Having a tech to come out a month later when all the equipment by their salesman's word is supposed to be warrantied as long as you have it through them. They're warranty is a lie.Business Response
Date: 06/29/2022
6/29/2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: 4/5/2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******** regarding his complaint. Mr. ******** has indicated that his doorbell camera has been repaired. Additionally, Vivint has issued a 3-month credit to his account. Mr. ******** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.They did contact me and I feel much better about the service and realize there was just a misunderstanding. In the future I would just recommend that there sales team informs the customers that while they offer a warranty on the equipment that there are service fees for the tech to come out. All in all after situating this I do feel like they are a good company and do try to take care of there customers.
Sincerely,
***** ********Initial Complaint
Date:06/18/2022
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.
Tried to cancel service the past two weeks and have been placed on different calls and hung up on . Please cancel my service immediatelyBusiness Response
Date: 06/27/2022
6/27/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 15881549
Complainant: *****************
Vivint Account #:*******
Date of Agreement: 3/24/2021
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ requests cancellation of his account.
At this time, Vivint is willing to cancel ************** account without penalty.Effective immediately, ************ 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 LegalInitial Complaint
Date:06/18/2022
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 just visited by a door-to-door salesperson who was extremely rude and unprofessional.Business Response
Date: 06/27/2022
June 27, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* *******
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* states that she was approached by a Vivint sales representative at her home. She claims that the representative was extremely rude and unprofessional.
Ms. ******* did not state any desired resolution in her complaint.
A Vivint representative has attempted to contact Ms. ******* via email in an effort to resolve this matter. Vivint will be submitting all information provided by Ms. ******* to the proper management team. This team will be responsible for preventing these types of situations in the future.
Upon receipt of the requested information Vivint will submit this complaint. 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 LegalTell us why here...
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