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:06/18/2022
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.
5/13/2022 1:42pm I called the Moves Department and cancelled my account with Vivint. They have been charging our business account since April, May, and June for services no longer provided by the company. Our business has closed temporarily since March and a new company took over the payment since March for Vivint services. We have called them twice and the customer service representatives said they would handle the discontinued services and no charges would be applied. Our company is ***** ***** ******* ********** *** and the new company is ***** ******. Our account number was **********
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 11, 2018
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 attempted to contact Ms. ********** via phone and email in an effort to resolve her concerns. In her complaint, Ms. ********** states she moved her business to another location, and a new business has taken over her Vivint account. She is requesting the cancellation of her account be finalized and be refunded for the three months she was charged after requesting cancellation.
The legal representative has submitted Ms. ********** account for cancellation at no penalty towards her. Once finalized, the cancellation documentation will be emailed to the customer for her records. A refund for the three months charged has also been refunded to the card on file, and a refund receipt was provided via email.
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:06/18/2022
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.
I purchased the Vivint security system 3-4 years ago. That purchase requires a 5 year contract with the company. If there is a breach in contract the buyer is required to pay fees for breeching the contract. Vivint has not honored their own contract in servicing their systems. I requested a service call in 2021 to have the doorbell removed for a door install and was given the run-around. I was told to go buy a special screwdriver so I could remove it myself. Purchased the screwdriver and it did not work. Charged fees and additional equipment fees but someone finally came out to take the doorbell off so the window company could finish installing my doors (2 weeks later). I called to request a service of my doorbell camera 6/10/22. During the call I was asked to trouble shoot the system by turning power off and on, disconnecting and reconnecting stuff. I explained to the rep. that I do not know where the power source is. The technician that put the system in wired the system and I am not an electrician so I don't know what the wires are attached to or not attached to. They tried to schedule a service call after July 18th and after firmly disagreeing and arguing with the representatives I was scheduled a service call for June 18th between 8am and 12pm. I sat in my living room waiting because the doorbell doesn't work and the technician never showed up. When I called I was told the technician arrived and called but I didn't answer the phone. I explained the technician did not arrive. I have been sitting here all morning with the front door open because the doorbell doesn't work. I had not received any phone calls. They then said they could reschedule because she did not have contact information to reach the technician. The reschedule was from 4pm-8pm the same day. I explained that that is my entire day taken and I have other commitments. I'm stuck in a 5 year contract and pay faithfully every month for service I can't get.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 17, 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 is experiencing unresolved equipment issues with the doorbell camera. Ms. ****** states that she was asked to troubleshoot the camera and the power for it. Ms. ****** states that she had a technician appointment scheduled, but it did not take place. Ms. ****** desires cancellation of her account.
A Vivint representative has reached out to Ms. ****** in order to assist. Vivint’s representative is willing to assist Ms. ****** with her account to ensure that she is taken care of. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Ms. ****** signed a Purchase and Services Agreement on August 17, 2018 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ****** contacted Vivint on June 10, 2022 about her doorbell camera issue. Vivint’s records show that a technician was scheduled for June 18, 2022. Vivint’s records indicate the technician knocked on the door, but that Ms. ****** states that she was home and her door was open.
Vivint’s representative is willing to assist in this matter. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/27/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
***** ******Initial Complaint
Date:06/17/2022
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.
This company messed up on my paperwork and pulled over $3000 dollars from my account. They promised a year free for monitoring and offered partial credit. They never did what they said, and I have been charged monthly for over 7 months. They refuse to return the system and haven't offered any resolution.Business Response
Date: 06/23/2022
June 23, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17444931
Complainant: ******* Diaz
Vivint Account #: *******
Date of Agreement: November 16, 2021
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************ explains that she was charged $3000 from her account and promised a year of free monitoring and offered partial credit. She further explains that this was not done, and she has been charged for the last 7 months.
Vivints records show that ************ signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $69.99, and total equipment fee of $3,193.33, plus applicable taxes, during that term.
Vivints record shows that ************ was charged upfront for her equipment instead of a financing option. On February 21, 2022, ************ was put on a financing plan and a refund of $2,980.41 was issued to her credit card ending in ****. In addition, Vivint issued ************ a refund of $250 and a 12-month reoccurring credit has been applied to her account.
Vivint agrees to the above resolution. ************ may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/17/2022
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.
This letter describes my bad experience with Vivint. We signed up May 26, 2021. We were not expecting a visitor but let him in the house. Upon entering, the Vivint sales rep said he noticed our home didn’t have security cameras and that we needed them ASAP for safety. In his own words, he said we needed Vivint. He ran my mom’s credit first, then asked to check my credit. He suggested putting Vivint in my name. He had both my mother and I sign his iPad and told us a Vivint crew would come to our house to connect the equipment. May 16, 2022, we attempted to cancel our Vivint service. The account number is ** ********. The service number is *********. June 6, 2022, we officially canceled Vivint by sending a Notice of Cancellation. There are many reasons to cancel. First, the service and equipment are overpriced. Second is Vivint representatives misrepresented the service terms and lied about the contract. Also, we weren’t supplied the contract to read, nor were we given a copy of the contract, at the time of sign up. We were told we could cancel any time with no penalty and that the service would work during power outages and internet failures. This is not true. When speaking on the phone, Vivint phone reps wouldn’t let me finish my sentences or ask questions without interrupting me. When I did get a question out, it was tricky to get a straightforward answer. They phone reps would try to sell me more and/or transfer me, then hang up on me. We did attempt to return the equipment and end service. The Vivint phone rep said it is not company policy to take returns. What’s even more asinine is after repeatedly requesting a copy of the contract, throughout the year, we were finally emailed the contract on 5/16/2022. This happened after speaking sternly to the phone rep. The final topper was once downloading the attached PDF, the font size was so tiny it was illegible. Refer to attached contract. At this point we do not trust Vivint for home safety or anything else. ThanksBusiness Response
Date: 06/23/2022
June 23, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: May 26, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** explains that they attempted to cancel their services on May 16, 2022, as the system is overpriced, and the terms of their services was misrepresented. He further states that they were not given the contract and they were told their services would work during power outages and internet failure.
In an effort to assist, Vivint agrees to cancel Mr. ******’s Agreement however, he is still responsible for his equipment loan.
Vivint’s records show that Mr. ****** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $59.98, and total equipment fee of $2,510.51 that was financed through Fortiva, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 47 months on his contract. Mr. ****** has no further obligations to Vivint however, he is still responsible for the cost of his equipment.
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:06/17/2022
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.
So I let the technician convince me to try this alarm system!!! He assured me I had 30days to try it and if I dont like it to cancel in 30 days well red flags begin 4 days after I let them install but they sent technician back out to fix problem. Now the technician removed my camera I had up with *** and misplaced it and now I’m responsible for replacing it because they refuse to do now it’s been two weeks I say I want yo cancel my service they tell me I had 3 days to cancel service after install I’m in disbelief. Now I’m stuck with this horrible company who lies and scams you into buying there products assuring you of this 30 day cancellation which is a lie!!! Not only that but have you replace *** camera that they took down and lost im so pissed. It hasn’t been a month I want out of this contract and my camera replaced . Why should do have to replace a camera they lost!!! This company is terrible I wish I had of read the reviews before purchasing. Customer service is horrible and their technicians are rude and the sales reps are liars!!!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: May 28, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** states that she was told by a Vivint technician that she had a thirty (30) day trial period for the service. She claims to have had issues with the system within the first 4 days. Ms. ******** also claims that a technician also misplaced an *** camera that she is now being charged for by *** because she is unable to return the device. Ms. ******** states that she has attempted to cancel the service due to these issues and has been told the trial period was only 3 days. Ms. ******** desires to have her *** camera replaced as well as to be let out of the Vivint Purchase and Service Agreement (“Agreement”)
A Vivint representative has attempted to contact Ms. ******** via email in effort to resolve this matter. Vivint offers to process a Right of Rescission cancellation of the Agreement. This will include a technician to go to the home of Ms. ******** and remove all Vivint equipment, a full refund, and closure of the line of credit. Vivint is also willing to reimburse Ms. ******** for the cost of the *** camera.
Vivint’s records indicate that Ms. ******** signed the Agreement on May 28, 2022 that states “You, the consumer may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.”. Records also indicate that Ms. ******** is already working with the Vivint Home Damage department regarding the *** camera. Vivint Is currently waiting for Ms. ******** to send an official invoice for the cost of the *** Camera.
Despite the above findings Vivint is prepared to provide the above resolutions. 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 LegalInitial Complaint
Date:06/17/2022
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 ordered equipment that I was charged for but never received. I have called customer service several times and no one is willing to help me. I still do not have two security cameras, a garage tilt sensor and a smart lock for the front door. I elected to do financing for the equipment ($4000) but have not received what I paid for!!! This company is a fraud and takes financial advantage of their customers. They have the worst customer service of any company Ive ever dealt with.Business Response
Date: 06/27/2022
June 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17443718
Complainant: *********************
Vivint Account #: *******
Date of Agreement: March 26, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she is missing two (2) cameras, a sensor, and a lock. **************** states that she received equipment financing. **************** desires a billing adjustment and a refund.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to assist **************** by providing a door lock and tilt sensor at no additional cost to ****************. **************** 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 March 26, 2022. Vivints records indicate that **************** received equipment financing with Fortiva at this time as well. Vivints records indicate that **************** received a Doorbell Camera Pro and two (2) Outdoor Camera Pros. Vivints records indicate that a lock was not included in the original invoice. Vivints records show that **************** contacted Vivint on April 11, 2022 about her account and cancellation.
Vivints representative is willing to assist in this matter. **************** 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: 06/27/2022
Complaint: 17443718
I am rejecting this response because: I have not received the equipment that was on my original order. I asked to receive a credit for the missing equipment and was told by a Vivint Supervisor (Female, based in *******) that I would receive credit for the missing items AND the install fee waived however when I did not see a credit come through on my finance statement, I called back I was told I would not be getting this (All of this should be in the notes in my account). A copy of the original order has been emailed to ********************* with Vivint. Contract was signed with installer who MISLED me about the missing equipment. Why are installer's having customer's sign contracts? I believed ******** my salesperson. who totally took advantage of me. I tried to reach out to ******* on several occasions but no response.
Sincerely,
*********************************
Business Response
Date: 07/01/2022
July 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17443718
Complainant: *********************
Vivint Account #: *******
Date of Agreement: March 26, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her rebuttal, **************** states that she was misled regarding the equipment that was not installed at her home. **************** states that she was told she would receive a credit for missing equipment and the installation fee. **************** states she signed the Purchase and Services Agreement with the original installer.
A Vivint representative has reached out to **************** in order to assist. Vivints representative has credited $199 for the installation fee in an effort to assist. **************** was not billed for the equipment that was not installed and is paying a lower monthly service fee with Vivint as a result. **************** 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 March 26, 2022. Vivints records indicate that **************** received equipment financing with Fortiva at this time as well. Vivints records indicate that **************** received a Doorbell Camera Pro and two (2) Outdoor Camera Pros. Vivints records indicate that a lock was not included in the original invoice. Vivints records show that **************** contacted Vivint on April 11, 2022 about her account and cancellation.
Vivints representative is willing to assist in this matter. **************** 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:06/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/16/2022 a Vivint sales rep named ******* rang my doorbell around 3:00pm. I answered the door and he explained the purpose for the visit and I advised that I was unable to speak with him at that time as I was in a work meeting on my computer, and showed him the laptop screen meeting. Oddly, the sales rep kept trying to pitch me. I was polite and advised today was not a good time. He asked if I would be available later in the day and I was clear that today (6/16/2022) was not a good time. I told him I wouldn't be home after 5pm. He asked if my partner (I had alluded to my girlfriend also at home) would be home later and I again said that today (6/16/2022) was not a good time for us. I asked him for a business card and he said he didn't have one so I asked him to write down his phone # on paper. I was not interested in doing business - I just wanted to confirm that this sales rep was actually a sales rep and not a potential burglar casing my home. He wrote his name and phone # on paper and I told him I would call him if I was interested. He left.At approx. 9pm that evening, after sundown, ******* again rang my doorbell. I opened the door and he said that he thought I wasn't home (I had told him I would be out). I told him again that today (6/16/2022) was not a good time and that I'd call him if I was interested. I was very upset but didn't let on because I did not know who this person was. I later confirmed from Vivint's customer service that ******* was an employee. I also called someone in corporate named ***** who said he was in ****** and explained the situation with *******. ***** apologized but oddly still tried to sell me on Vivint's products. I told ***** to not ever have a Vivint sales rep come to my door.Biggest concern: Why did ******* come back to my house after dark at 9pm (in *********** - very unsafe city) when I already told him that today (6/16/2022) would not work and he didn't even think I was home? This was invasive.Business Response
Date: 06/27/2022
June 27, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17442205
Complainant: *******************
Vivint Account **************************************************************************** **** of Agreement: N/A
To Whom It May *************** style="box-sizing: border-box;">
I 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. In his complaint, ************ states he was contacted by Vivint sales representatives and wishes to not be contacted further.
Vivint wants to thank ************ for bringing this to our attention. Vivint takes these matters very seriously. ************** address has been placed on a do not contact list so he will not receive any further contact. The information provided by ************ has also been sent to the Vivint sales compliance team so it may be addressed directly with the sales manager and representatives in the area.
Should ************ have any further questions or concerns, he should contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
?Sincerely,
Vivint LegalCustomer Answer
Date: 05/07/2024
The company Vivint continues to send sales representatives to my door at my home address after I have repeatedly complained to the company that I do not want anyone from their company coming on my property after I had a very concerning encounter with a sales rep from Vivint a couple years ago. I was told by company representatives after that that my address would be on the "no-knock" or "do not disturb list" going forward. However, I was visited twice yesterday by a sales representative who knocked on my door. I politely sent him away. When I called Vivint this morning they asked if I had a sign on my property requesting no solicitations. I reminded them that I was on the "no-knock" list. I am asking that this company stay off my property permanently.Business Response
Date: 05/10/2024
March 10, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 17442205
Complainant: ********************;
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
The kind of behavior ************ has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in ************ area and her address has been put on the no contact list. Vivint appreciates ************ feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/17/2022
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.
This is **** *********. I have had the service for almost 2 years and am not longer happy with the service and wish to cancel. When I called vivint they told me that I was not only under contract with them for another 3 years but that I would aslo have to pay out $1280.98 for an equipment loan that I was completely unaware of and not what the representative who set me up said. His verbal commitment was Vivint will pay the contract cancellation of my previously alarm system company never did I end up paying for it, part of his commitment was to match up the system with new equipment (doors sensors, window sensors motion sensor, and smoke alarm) he end up using the old sensors which never worked right.He explicitly stated I would only have to stay for 3 years and if I wasn’t happy with the service that I could cancel anytime afterwards and to just call him. This doesn’t match up at all with what the office just told me and now I’m stuck with a loan from a bank I don’t even use. All I was given from Vivint was a doorbell camera and the panel. They connected to the previous system's alarm equipment and didn't replace anything. I feel completely cheated with the fact that the equipment charge is that high. After reading the reviews from other customers I can see this isn’t the first time vivint has lied about their contract. Probably why the representative that sold me the system never came back to help me like he said he would. I can no longer trust this company and wish to be removed from the contract. Please reach out to help me settle this. ThanksBusiness 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 3, 2020
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 attempted to contact Mr. ********* via email in an effort to resolve his concerns. In his complaint, Mr. ********* states he was not aware that he was in a 60-month contract and wishes to cancel at no penalty towards him.
At this time, as a courtesy, Mr. *********’s Vivint account and Fortiva equipment loan have been cancelled at no penalty towards him.
Vivint’s records indicate that Mr. ********* signed a Purchase and Services Agreement (“Agreement”) on August 3, 2020, with an initial term of sixty (60) months. Section five of this Agreement states: “You, the customer, may cancel this Agreement at any time prior to midnight of the third business day from the date of this transaction.” Section 2.1 of this Agreement details the total smart home bundle and fees (including taxes) to be $1,953.30 and the total cash price for services (plus any applicable taxes) to be $1,288.20. These two amounts were to be paid out over the sixty-month term. Early cancellation of this Agreement would result in the need to pay off the equipment and the buyout the remaining months of services.
Vivint’s records also show that Mr. ********* performed a digital survey that audio and video recorded his understanding of the overall Agreement. Question six asks: “Congratulations, you were approved for a line of credit with Fortiva Retail Credit. The APR on this line of credit is 0%. Is this correct.” Mr. ********* answered “yes” to this question. Question nine asks: The length of your agreement is listed below. Is this correct? Term: 60 months.’ Mr. ********* answered “yes” to this question. Question 13 asks: Have you had a chance to review and sign your Purchase and Services Agreement?” Mr. ********* answered “yes” to this question. Question 14 asks” Did your representative provide you with the Fortiva Retail credit terms and conditions?” Mr. ********* answered “yes” to this question.
Despite the above, as a courtesy, Vivint agrees to the above resolution. 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 LegalInitial Complaint
Date:06/17/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 6/3/22 Oscar presented me w/ the Vivint alarm package. In his proposal he perpetuated due to the location of my home, I would receive equipment & installation for free. In return, I would allow a display of Vivint signs in my yard & be used as a purchase referral for the neighborhood. On 6/4, I received an installation charge on my credit card for $79.29. On 6/13 @ 1:24am, I received an email from Citizen Pay for a $4000 equipment invoice. In addition, I am enrolled in autopay & had a credit check pull without my knowledge. On 6/14 @1:38pm, I attempted to contact Oscar via voicemail & text. Afterwards I spoke with Vivint's customer service rep for over 40 min. Unbeknownst to me, the rep explained the quote given was for BOTH the equipment & monitoring system. My understanding was the monthly payment was for monitoring ONLY. Also, I was informed my 3 business day right to rescind had expired. This is contradictory to Oscar's statement, I could cancel the monitoring service at any time. I question why there is a 10 DAY GAP between the signed contract & the $4000 equipment invoice. Currently the system is not fully installed, it's due for completion on 6/21. On 6/15, I was made aware I am under a 60 mo. contract w/ a prepay penalty attached & I was out of luck since I signed the agreement electronically. Of note, the purchase agreement was signed WELL past business hours. I went to several neighbors to inquiry about Oscar's sales offer. Like me, they were told the equipment & installation were free, IF Vivint signs were displayed & their homes could be used as a purchase reference. No penalties, 5 yr. contracts or issues with cancelation were acknowledged in his demo. Using his charisma, Oscar preformed an unethical predatory sales tactic with using the false phrase "the equipment is free along with installation if I am able to use your home as a point of reference for others to buy our security. We ask you do not let them know you did not pay for the equipment."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: June 3, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******* in order to assist. Vivint’s representative is willing to work with Ms. ******* on the equipment and the monthly monitoring rate. Vivint’s representative has noted the information provided by Ms. ******* and is providing it to the appropriate teams for review. Ms. ******* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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