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
- 8,352 total complaints in the last 3 years.
- 2,971 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:09/18/2024
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.
A sale *** from vivint came to my home to pitch a sale for a smart home devices.He stated that the equipment and monitoring services ,what I was getting was going cost about $98.00 plus tax .Later another sale *** came and stated he had a indoor camera to go with my garage opener the indoor camera will be free. That was not the case. There finances company ******* charge me for the indoor camera. I didn't want the camera but since was free I took it. I was only charged a $13.00 for insulation. I was able to return the indoor camera . Neither one of the sale *** who came to my house told me it is a trail base for the month of July. Now I can not return or cancel my ****** with out it going into collection. I've call both company about my issue. Both company vivint and Fortuva is blaming each other. Vivint sale *** are the one who lied to me and vivint is not taking responsibility. Even though I been trying resolve this issue. Now I am sticking paying for equipment I no longer wants because all the lies I was told . Vivint stated they were going to contact Fortuva about my bill they have not according to *** from *******. So now I'm force paying for equipment sale ***s from vivint lied to me about. I've only had this service and equipment no more three months. Been complaining about to each company no one want take responsibility. I'm so unhappy with both company. I just want them to come pick up there equipment and cancel my service. They are not a good company. Vivint is sending sale *** out to lie to get customers. Money is hard to come by these days. Both company need to be shamed pass the buck to each other. Like I said NO one wants take the responsibility of wrong doing. I did credit back for the indoor camera . I did get a credit from Vivint but the equipment bill is the same and I can't return it. And vivint sales *** are lier. I hope this can be resolve.
Business Response
Date: 09/24/2024
September 24, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22306487
Complainant: ********* *****
Vivint Account #: ********
Date of Agreement: July 1, 2024
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. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed to cancel with forgiveness both the monitoring service agreement and equipment line of credit with ******* with no refund being warranted. Ms. ***** 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:09/18/2024
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.
Today 9/18 8:00 AM I submitted payment for my balance due on the account. Which left me at a $0 balance due-only to find out that when coming home they had deactivated my services. When calling I told them that a payment was submitted. I was advised that because it was through my checking account(keep in mind this is how ALL my payments were submitted) I would have to wait 8-10 business days before services would be restored!!! I explained that If they could cancel the payment on their end I would provide a debit card for the same account as where I used the checking account. Was told I need to contact my bank?? What does my bank have to do with this..requested supervisor continued to hold..never transferred. This is bad business practice and why should I have to wait this long period if I paid you. Also advised $25 is remaining, how???Business Response
Date: 09/24/2024
9/24/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22305496
Complainant: ******* ******
Vivint Account #: ********
Date of Agreement: 1/18/2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
Vivints records show ******************* is active. To further assist Ms. ******* Vivint has added a credit of $75.13 to her account out of goodwill. Ms. ****** 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:09/18/2024
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.
4-23-23 We were told by sales person if we were not satisfied with Vivint that we could cancel service in 1 year. This service has never worked correctly and most of the time not at all. We have called and complained on numerous occasions, we were told they would send out a technician which never happened. We have called and requested they cancel our service, again several times and now they say we can't cancel for another 43 months. We are paying $61.80 for a service that does not work plus we paid off the equipment which was $2,242.62. We want out of this contract.Business Response
Date: 09/24/2024
September 24, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22303408
Complainant: Charles Smallood
Vivint Account #: *******
Date of Agreement: April 22, 2023
To Whom It May Concern:
I have reviewed the information provided by Mr. Charles Smallood and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact Mr. Smallood via email and phone to resolve his concerns. At this time, Vivint agrees to cancel Mr. Smallood’s account and forgive the remaining 43 months of his contract.
For any additional questions or concerns regarding this matter, Mr. Smallood is encouraged to reach out directly to ([email protected] / 801-229-6087).
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/24/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22303408, and find that this resolution is satisfactory to me.
Sincerely,
Charles SmalloodInitial Complaint
Date:09/18/2024
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 writing to formally file a complaint against Vivint regarding several issues I have encountered during my recent dealings with the company.Unauthorized Contract: Vivint enrolled me in a service contract without my explicit consent or knowledge. At no point was I made aware of the contract details, and I did not agree to being locked into any long-term commitment. This lack of transparency is unacceptable.Bait-and-Switch Pricing: When I initially spoke with Vivint over the phone, I was quoted a specific price for the installation and services. However, when the technician arrived at my home, the price had significantly increased. This deceptive tactic of quoting one price to secure the sale and then charging a different amount once on-site is misleading and ****************** Damage: During the installation, the technician accidentally damaged my Cat 5 internet cables, which has resulted in half of my home losing internet connectivity. My home is approximately ****** square feet, and this has caused significant inconvenience, as I now have no internet access in large sections of the house. This was not only a disruption to my daily life but will also require repairs at my own expense.Given the seriousness of these issues, I am requesting an immediate resolution. I expect Vivint to:Void any unauthorized contract I was placed under.Address the bait-and-switch pricing issue and refund any overcharges.Compensate me for the damage to my property, including covering the cost of repairs for the internet cables.I look forward to hearing back from Vivint and the BBB to resolve this matter swiftly.Business Response
Date: 09/24/2024
September 24, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22302586
Complainant: **** *******
Vivint Account #: ********
Date of Agreement: September 11, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* states that when he spoke to a Vivint representative over the phone he was quoted one price then when the technician showed up, the price was much higher. Mr. ******* states that his CAT5 internet cables were damaged during the installation causing him to lose internet in half of his home. Mr. ******* desires to return the equipment, to have the monitoring service agreement cancelled, and financing to be cancelled along with being refunded for the damage/repairs.
Vivints records indicate that Mr. ******* signed a Purchase and Services Agreement (Agreement) on September 11, 2024. On September 11, 2024,Mr. ******* called Vivint saying he was offered discounts from a competitor and was looking for a discount along with no contract. Vivints representative offered a $10 discount for twelve months, which was accepted. A request was made to change the terms from sixty (60) months to a Month-to-Month term (no contract). On September 12, 2024, this request was denied due to Mr. ******* signing a contract for a sixty (60) month term.
A Vivint representative has attempted to reach Mr. ******* to assist with this matter via email. After reviewing the account, ********************** agrees to change the agreement term to Month-to-Month and to lower the monthly monitoring service fee $10 as long as Mr. ******* continues service with Vivint. Vivint also provided an offer to schedule a Smart Home Professional to remove the equipment. Once removed, Vivint would proceed with a full cancellation of the monitoring service agreement, and a full refund of all payments made directly to Vivint. Vivint also opened a home damage case for the damage/repairs done during the installation of Vivint equipment.
To resolve this matter, Vivint agrees to the resolution as stated above. Mr. ******* may contact Vivints representative with any questions or concerns he may have.
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:09/18/2024
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.
A Vivint salesman came to my door to sell me a Vivint trail, after explaining that we were not interested, he let himself in. And we then signed up for a trial after he refused to leave our home. Then after I called him 2 days later, as he requested, to cancel the trial, he told me that it had been canceled successfully and I did not need to do anything further. I then confirmed with him the day after and he confirmed that there would be a technician sent to my home to remove the equipment. After a week there was no technician, I called the Vivint customer service and explained the situation and the first call with them the customer service representative said that he would send someone to my home to remove the equipment and they will honor the cancellation. After a week, no technician was sent. I called again and they said that since no technician has removed the equipment, I am responsible for the full term of the contract and there was nothing I can do. I have called them repeatedly asking to fix the issue that they caused and they said that since my trial period ended, I would need to stay for the full 5 years.Business Response
Date: 09/24/2024
September 24, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22302157
Complainant: Ahmad Ilayan
Vivint Account #: ********
Date of Agreement: August 12, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Ilayan and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Ilayan and a resolution has been agreed upon. At this time, Vivint has agreed to removal the of the Vivint equipment, upon removal of the equipment Vivint will provide a full refund of any payments made directly to Vivint, cancellation of the Vivint Agreement and full closure of the equipment line of credit. Mr. Ilayan 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22302157, and find that this resolution is satisfactory to me.
Sincerely,
Ahmad IlayanInitial Complaint
Date:09/17/2024
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 have been with Vivint Since 2018 or 2019. I had no problems that were Major or needed reporting up until now. I moved a total of 3 times that would include my last move and there were no issues until the moving of service from one house to another which is next door to the recent house. It took several ridiculous calls to make an appointment. We went back and forth even with payments. I was told I would not have payment due until Nov. I only added a backyard camera. All the equipment is my old equipment I have used with each transfer and maybe they have upgraded. My bill has never been close to 250 bucks where I would have to pay off in 5 months and these are things that were never explained to me at all at the time. The installment person either never showed up or was extremely late. Furthermore I had $1015.77 withdrawn from my account that was NEVER ever discussed. My account is now in the negative balance with overdrafts soon to be applied. I contacted Vivint via Chat to get an explanation. Today 9:25 AMBusiness Response
Date: 09/23/2024
September 23, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22299183
Complainant: ******* Chambers ********
Vivint Account #: ********
Date of Agreement: 10/11/19
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* Chambers ******** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ******** and a resolution has been agreed upon. At this time, Vivint has agreed to apply a credit to her account and put her camera charge on a monthly payment plan. Ms. ******** may contact Vivints representative directly if she has any other 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:09/17/2024
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 signer up 2 years ago and was not clearly told I had a 2 year contract. I was told my contract expired on 8/31/2024. I have called five times in total and every single time I’ve called. I’ve been given a different reason and a different process for me to cancel my services. The first time I call was in August. I was told that I had to call at the end of August in order for me to cancel. I was calling way too early. I offered to pay for the full month service that wasn’t enough. I was transferred multiple times and when I got to the, final person that I was supposed to speak too the department was Closed and I had to call back the next day. Everytime I called I got so frustrated because they kept me ln the phone trying to offer me the world and I kept telling them I’m not interested I’m not interested. I’m not interested in the kept pushing it to the point that I got so frustrated. I hung up today. I call them and they tried to do the same thing and because it was not going in their favor now they’re making me send a written notice with all the other four times that I called them never once was I told I had to send in anything in writing today all of a sudden now I have to send something in writing and then they will review it and see if it would be approved for cancellation so here we go again prolonging the process so that I cannot cancel and prolonging the process so that I can keep paying month after month for service that I don’t want don’t use don’t need.Business Response
Date: 09/23/2024
September 23, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22299360
Complainant: Cheryl Erie
Vivint Account #: *******
Date of Agreement: 8/31/19
To Whom It May Concern:
I have reviewed the information provided by Ms. Cheryl Erie and appreciate the opportunity to respond.
In her complaint, Ms. Erie states that she purchased Vivint 2 years ago. She claims she was told her contract expired on 8/31/24. She has called multiple times to cancel, without success. She states that she submitted a written cancellation notice and now has to wait for a prolonged process. She wants her account canceled.
Vivint’s records indicate that Ms. Erie signed a Purchase and Services Agreement (Agreement) on 8/31/19 with an initial term of sixty (60) months states "this Agreement may be terminated at any time after the initial term upon at least thirty (30) days’ prior written notice. If terminated, this agreement ends on the last day of the thirty (30) day notice period." Vivint’s records indicate that Ms. Erie called on 8/8/24 wanting to cancel. She was not on the phone long enough to receive cancellation instructions. Vivint's records indicate that Ms. Erie did not call again until 9/17/27. The call was reviewed, and it was found that she wanted to cancel immediately but her account was past due and there is a 30-day cancellation policy, stated in her signed agreement. She was emailed cancellation instructions on 9/17/24 and submitted her written cancellation notice on 9/18/24. Ms. Erie’s account would normally cancel 30-days later, on 10/18/24, in accordance with her signed Agreement and if the account was arrears. Vivint's records indicate that Ms. Erie’s account is 2 months past due in the amount of $106.88.
A Vivint representative has reached out to Ms. Erie and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. Erie’s account, waive the past due balance of $106.88 and the 30-day cancellation period. Ms. Erie has no further obligation to Vivint and may contact Vivint’s representative directly if she has any other questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22299360, and find that this resolution is satisfactory to me.
Sincerely,
Cheryl ErieInitial Complaint
Date:09/17/2024
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 have made multiply call to the Vivint customer service since my last break in on August 29, 2024 at 3:50 am into my business location at ***************************. Since May 11, 2024 my business has been broken into five times. They have sent out a technician and his supervisor before this last time and the spent the whole day fixing and setting things up. With this last break in the sensors on three doors did not notify anyone of the break in. I have been told twice that I should get a call back with in 24 hours of the notification of the break in. I have not. My first appointment on September 5, the business was closed but he did not call and I did not hear that he was here. I was calling again today to see about my appointment today only to find out that it was cancelled with no notice because the technician is sick. I am supposed to have someone on September 19th.Business Response
Date: 09/24/2024
September 24, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22299126
Complainant: Michelle Sidrian
Vivint Account #: 8506841
Date of Agreement: June 16, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. Sidrian and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. Sidrian and a resolution has been agreed upon. At this time, Vivint has agreed to provide a technician free of charge to test the system and ensure that all entry points are covered in the event of a burglary. Ms. Sidrian 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/28/2024
Complaint: 22299126
I am rejecting this response because: this morning is my 6th break in. After an hour and a half they have scheduled an appointment from 4-8 tonight. The door sensor did go off and on the second time they were able to reach me. I have to recall the customer service to see wat it did not go through. The camera that I had the service man moved in July moved to record the parking lot and front door did not record until the police arrive and walked back along the building a half an hour later. I was told to ask the service ma. If my system is unserviceable. Then they may have a way for me to get out of this contract. I would be left paying off the system and then have cameras that I have no use for.My phone photo is too large to send a photo of the door they used an suv to ram open and a copy of the police report
Sincerely,
Michelle SidrianBusiness Response
Date: 10/01/2024
September 24, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22299126
Complainant: Michelle Sidrian
Vivint Account #: 8506841
Date of Agreement: June 16, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. Sidrian and appreciate the opportunity to respond.
In her rebuttal Ms. Sidrian states she had a 6th break in. She states the camera did not record the incident. Ms. Sidrian states she was told to request to see if her system was unserviceable.
A Vivint representative has reached out to Ms. Sidrian and a resolution has been agreed upon. At this time, Vivint has scheduled an additional technician to determine the issue with the cameras and to see if the system is serviceable. Ms. Sidrian 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/03/2024
Complaint: 22299126
I am rejecting this response because: When talking the service people that have come out I have found out that my service location has issues. The last man who came out Saturday was going to ask to arrange a time before we open to correct issues in the system that might be causing the camera to go off line, the air mesh plug that is red, the space monkey that was purchased May 2022 that the prior tech could not get going. I was informed by him that just because I choose the whole field in the parking lot camera to record. I do not get that field recorded due to limitations of the camera lens. That was why it did not record the person ramming our front door with the SUV. My old crappy camera caught the car driving in. I have an appointment 8 am - 12 am tomorrow. When I chatted with a representative on line today I made sure to add to what was on the the service tag. Each service person has not had the list of complaints. Regarding contacting the company, the highest I could get a hold of is customer loyalty who could only give me discounts. The person that responded to this complaint from legal, I could not find any contact in my emails. I did look in my spam.
Sincerely,
Michelle SidrianBusiness Response
Date: 10/09/2024
October 9, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22299126
Complainant: Michelle Sidrian
Vivint Account #: 8506841
Date of Agreement: June 16, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. Sidrian and appreciate the opportunity to respond.
In her rebuttal Ms. Sidrian states she continues to have camera issues, despite having several technicians out to resolve her issues. Ms. Sidrian states she was told to request to see if her system was unserviceable.
A Vivint representative has reached out to Ms. Sidrian and a resolution has been agreed upon. At this time, Vivint has offered the following, 10 a permanent reduction in the monthly monitoring rate of $30.00, or, 2) cancellation of the remaining Vivint Agreement and equipment line of credit without further penalty. Ms. Sidrian 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/17/2024
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 made multiple phone calls to Vivint to cancel our monitoring service. We sold our house and had paid off our equipment so we decided to leave the equipment for the buyers. On August 16, 2024 I submitted a written request to cancel monitoring service, somebody from the loyalty team called shortly after that and said everything was good to go and our cancellation would be processed. we were charged another months bill after this conversation with loyalty team and so I called again and this time was told it would be 30 days after the written request before cancellation. I called on September 17th to check and the cancellation still is not processed, now I am being told that they are missing confirmation that my loan was paid off for equipment. This confirmation was provided to vivint back in 2022 when i paid it off. Called citizens to get the confirmation again and provided it to vivint. Now being told it will be another 5-7 days before cancellation will be processed.Business Response
Date: 09/23/2024
September 23, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22298323
Complainant: Courtney Cook
Vivint Account #: *******
Date of Agreement: August 29, 2020
To Whom It May Concern:
I have reviewed the information provided by Ms. Courtney Cook and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. Cook’s Agreement without penalty.
Vivint’s records show that Ms. Cook 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 $24.99, and total equipment fee of $2,919.35 that was financed through Citizens, plus applicable taxes, during that term.
Vivint’s record further shows that Ms. Cook sent her notice of cancellation on August 16, 2024. In addition, her equipment loan pay off confirmation was provided on September 19, 2024 and her account was being processed for cancellation.
Vivint agrees to the above resolution and Ms. Cook has no further obligation to Vivnt. Ms. Cook may contact ([email protected] / 801-229-6087) 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22298323, and find that this resolution is satisfactory to me.
Sincerely,
Courtney CookInitial Complaint
Date:09/17/2024
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 had multiple technicians come out to service our alarm/camera system and even called and did technical support. Our cameras have been going offline since we have had this product and we are dissatisfied. This is a danger to my family because the cameras aren't working which isn't alerting of anyone being on our property and we have has multiple break in attempts and our cars broken into when the cameras have not worked. The door lock unlocks itself at various times of the day which is causing a danger issue for my family and my teenage daughter. I have been told we can cancel the service but will still be responsible for the total equipment cost which equals $3,000. Every time a technician comes by to repair they equipment they try to upsell us on new products because the equipment we purchased 2 years ago is outdated. Why sell us an outdated system and try to get us to purchase more equipment when the camera we have should work.Business Response
Date: 09/23/2024
September 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22297062
Complainant: Cimone Gilbert
Vivint Account #: *******
Date of Agreement: May 13, 2022
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. ******* via phone to resolve her concerns. Vivints record indicates that a technician visit has been scheduled for September 25, 2024, to resolve Ms. ******** equipment concerns.
For any additional questions or concerns regarding this matter, Ms. ******* is encouraged to reach out directly to ********************************** / ************).
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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.