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
- 8,353 total complaints in the last 3 years.
- 2,972 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:09/12/2024
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 am a current customer of vivint. I am filing this complaint with the BBB due to unfair business practice amd dishonest practice by vivint. I saw an advertisement on Instagram on May 10th, 2024, where it stated if you signed up for vivint you get a free door bell and another free item. I ended up signing up with vivint because of the advertised sale. Once the equipment was installed I noticed I was being charged for the equipments that were supposed to be free upon install ( the door bell and carbon/smoke detector whichbis the 2nd free item i picked via phone with an agent), I called vivint more than 5 times in the space of 3 months to resolve the issue and they have been giving me the run around , asking if I screen shot the advertisement regarding the free equipments from Instagram when I saw it which i didn't screenshit because it trusted they would honor their advertisement. I told the agents no and they left me on hold for over 2 hrs saying the supervisor that I requested to speak with wasn't available. I've tried to resolve this issue with vivint to no avail. Whenever i called vivint regarding the stated issue all agents prior to the last one (see aforesaid statement), told me they will try to find the person i spoke with when i signed up for vivint and will back in 3 business days to resolve the issue, however each time no one called me back which led to me having to call back. To date the free equipments that werr advertised hasn't been taken off my balance owed. Please assist me with this issue since I have gotten nowhere with them since my install date in June 2024.
Thank you
Business Response
Date: 09/18/2024
9/18/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22275832
Complainant: Vivienne Chambers
Vivint Account #: ********
Date of Agreement: 6/18/2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Chambers and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to refund the doorbell camera and smoke detector to the
line of credit. Please allow up to 30 days for this to update. Ms. Chambers 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: 09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22275832, and find that this resolution is satisfactory to me.
Sincerely,
Vivienne ChambersInitial Complaint
Date:09/11/2024
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.
My cameras do not work properly. I keep calling Vivint multiple times and steel. My cameras are not working. This is my complaint.Business Response
Date: 09/17/2024
September 17, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22273831
Complainant: Yolanda Louie
Vivint Account #: *******
Date of Agreement: June 5, 2019
To Whom It May Concern:
I have reviewed the information provided by Ms. Louie and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. Louie and a resolution has been agreed upon. At this time, Vivint has agreed to provide two (2) months of free Vivint monitoring service. Ms. Louie 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:09/11/2024
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.
The sales representative told me that they would give me a gift card to pay off my other monitoring system and they are refusing to do so. I have a witness that also heard the salesman say this. I have contacted the company several times and they have emailed me and told me they will not give me the gift card and that I cant cancel the service unless I pay off the equipment. They wont come out and take the equipment and credit me. I just want the gift card to pay off my other monitoring service. I wouldve never signed up for this had he not told me that. I cant afford to pay for two monitoring services.Business Response
Date: 09/18/2024
9/18/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22273345
Complainant: ****** ********
Vivint Account #: ********
Date of Agreement: 8/13/2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** explains she was promised a gift card to pay for her buyout. Ms. ******** is requesting Vivint submit the gift card.
Vivints **************** has contacted the sales representative to confirm the offer. Vivint has also contacted *********** to find out how much her buyout is
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: 09/27/2024
Complaint: 22273345
I am rejecting this response because:I could not figure out how to reply to this message as it said not to reply to the return address on it so I copied and pasted the other email in the message to let you know that yes they did contact me and ask me how much the payoff was and I gave her that amount, but I have not heard from her centsI sent her another email asking her the status of my complaint and she has not responded yet
Sincerely,
****** ********Initial Complaint
Date:09/11/2024
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.
Vivint billed me monthly without my knowledge until I received a paper bill August 2024. The amount of $338.20 reflects the total bill for the months they continued to bill me when I wasn't aware.
I called multiple times and they answered they were investigating the situation and would call me back. They never called back and billed me again in September 2024. I have since cancelled Vivint, but they demanded full payment of the bill to cancel, or they would continue billing. To avoid further complications, I paid the bill and they finally issued a Notice of Cancellation on 9/11/24. Apparently, this Notice of Cancellation is not enough. I had to email "[email protected]" to confirm the reason for the cancellation. I emailed as instructed to cancel Vivint Home service.
Out of fairness, I would like a full refund of $338.20, which equals the amount I was billed without my knowledge.Business Response
Date: 09/17/2024
September 17, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22273300
Complainant: Reno Ursal
Vivint Account #: *******
Date of Agreement: October 30, 2015
To Whom It May Concern:
I have reviewed the information provided by Mr. Ursal and appreciate the opportunity to respond.
In his complaint, Mr. Ursal states that Vivint billed him $338.20 without his knowledge. He states he cancelled Vivint, yet they continued to bill him. Mr. Ursal desires a refund.
Vivint’s records indicate that Mr. Ursal signed a Purchase and Service Agreement (“Agreement”) on October 30, 2015. On March 30, 2023, the account of Mr. Ursal was written off for non-payment. On April 30, 202, the account of Mr. Ursal was reactivated upon request. On August 9, 2024, Mr. Ursal requested the cancellation of his account stating he never requested to reactivate his account. On August 20, 2024, Mr. Ursal notified Vivint that his account was reactivated without permission. Mr. Ursal requested the cancellation of his account. On September 11, 2024, Mr. Ursal was informed that to cancel his account he would need to pay the balance remaining of $338.20.
A Vivint representative has attempted to contact Mr. Ursal via email in efforts to resolve this matter. Vivint offers to clear the balance due of $150.00 and to cancel the Vivint Agreement without further penalty to Mr. Ursal. Mr. Ursal may contact Vivint’s representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/11/2024
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.
Date: September 11, 2024
Subject: Complaint Against Vivint Home Security for Fraudulent Document Signing
Dear Sir/Madam,
I am writing to file a formal complaint against Vivint Home Security regarding a serious issue of fraudulent activity that occurred with their service. Specifically, I am concerned about a situation involving the fraudulent signing of documents by a representative named Donovan Smith.
Details of the Complaint:
• Incident Date: August 27, 2024
• Representative Involved: Donovan Smith
• Company Involved: Vivint Home Security
• Description of the Incident: On the date mentioned above, Donovan Smith, a representative from Vivint Home Security, used my phone to electronically sign documents on my behalf while I was not paying close attention. He signed documents to agree to terms of a contract for home monitoring service. Those documents are attached to this email. As you can see he electronically signed them using my phone. I was only alerted to this via a notification I received on my Apple watch. When I confronted him about it, Donovan started fast talking a bunch of gibberish and trying to redirect the conversation.
This fraudulent activity was both unethical and illegal. I have not received proper documentation or clear information about the terms and conditions of the services that were supposedly agreed upon. As a result, I am concerned that my personal information may have been compromised and that I may be held liable for services I did not authorize.
Desired Resolution:
I request that the FTC investigate this matter thoroughly and take appropriate action to address the fraudulent activities of Vivint Home Security. Additionally, I would appreciate guidance on how to rectify the situation and ensure that my rights are protected.
Please let me know if you require any additional information or documentation from my end. I am looking forward to your prompt attention to this matter.
Thank you for your assistance.
Sincerely,
David SinclairBusiness Response
Date: 09/18/2024
9/18/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22272935
Complainant: David Sinclair
Vivint Account #: ********
To Whom It May Concern:
I have reviewed the information provided
by Mr. Sinclair and
appreciate the opportunity to respond.
The kind of behavior Mr. Sinclair has
reported is not consistent with Vivint’s policies, and I have reported this
complaint to Vivint’s Compliance Department. Vivint appreciates Mr. Sinclair’s
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: 4931 North 300 West, Provo, Utah
84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/18/2024
Complaint: 22272935
I am rejecting this response because:
I was not directly contacted by Vivint about the status of the agent. What personal identifying information of mine was recovered, an apology, nor even an attempt to rectify the situation. The help zero accountability and zero effort. That’s an abomination. Vivint should be ashamed of themselves. I want to hear a sincere apology and I also want to know what they have done with the agent Donovan and how they will train there agents moving forward.
Sincerely,
David SinclairInitial Complaint
Date:09/11/2024
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.
Vivint home security, we've Invested financially alot Into the services provided to our home. Security cameras doesn't secure as they should daily. Performed well when Initially Installed 2 yrs couple months we've been with company. Two to Three months, we've called & asked of added Security cameras w/spotlight be Installed at our home. Just now (Rep) I've called stated, their's no Invoice of Installation, I've called Vivint Security now 8 to 10 times of the Installation & spoken to nearly two to three Supervisors. Which, explained and assured someone & a scheduled date for Installation. Each time you call after no/show. They can't seem to find any notes nor Invoice of called & repeated Installment just as the (Rep) states today 3:10pm. Their's always an excuse as to reasons when I call Vivint. And payments are being made monthly. First of an Issue of cameras weren't working properly & he'd given us two months free of payments, that was an Supervisor after constantly & repeated attempts to solve issue of cameras. Their needs to be service promptly & (Reps) addressing calls and not being sarcastic & deceptive In matters of concern. Your a Security Home Service that provides services of security for peace of mind for customers with daily activities as well as love ones that should be Consistent of those services. Services that's paid monthly after purchased of all equipment Installed at Residence.Business Response
Date: 09/18/2024
September 18, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22272771
Complainant: Tina Watson Andrews
Vivint Account #: *******
Date of Agreement: 9/30/24
To Whom It May Concern:
I have reviewed the information provided by Ms. Tina Watson Andrews and appreciate the opportunity to respond.
In her complaint, Ms. Andrews states that she wants to have a camera with a spotlight installed. It’s been scheduled twice but each appointment was canceled.
Vivint’s records indicate that Ms. Andrews signed a Purchase and Services Agreement (Agreement) on 9/30/24 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. Andrews called on 6/13/24 regarding issues with her camera. A technician went to address the issue on 6/21/24. He stated that the cameras were operating as they should be. Vivint’s records indicate that due to an incident that occurred with a technician in June, management approval is required before a technician can be scheduled.
A representative from Vivint has reached out to Ms. Andrews in an effort to resolve this matter. Vivint is actively working with the managers in Ms. Andrews’ area to try and have the upgrade scheduled. Ms. Andrews may contact Vivint’s representative directly if she has any further questions or concerns.
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:09/11/2024
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 want to cancel a service provided by Vivint that has not been working for months they have no technicians or would not fix my equipment .I’m paying for a service that doesn’t work .They will not cancel my service .without paying a fee .Each representative gives me a different price for me cancelling ,first 800 dollars then 400 dollars .I had fire dept come to house because fire alarm goes off whenever it wants all hrs of day and night .I’ve had several technicians come to house to try to fix issue .First technician damaged my brick and put wiring that a 2 year old could have done .This has been an ongoing issue for the past 7 months .All I want is to return equipment they won’t give me return label and cancel my service .This has caused me great distress and money and time .Please help me resolve this issue.
Thank you ,
Sincerely
P.lenihanBusiness Response
Date: 09/18/2024
September 18, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22272681
Complainant: Patricia Lenihan
Vivint Account #: *******
Date of Agreement: April 29, 2014
To Whom It May Concern:
I have reviewed the information provided
by Ms. Lenihan and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Lenihan and a resolution has been agreed upon. At this time, Vivint has
agreed to cancel with forgiveness the monitoring service agreement effective
September 18, 2024. Ms. Lenihan has no further obligation to Vivint. Ms.
Lenihan 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:09/11/2024
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.
Vivint was contacted on at least three separate occasions within this last month. Our Vivint thermostat was not working correctly and our AC/Heat would not turn on. We contacted customer service. They issued a replacement thermostat via mail and we had to call back to ensure that we were properly installing. Even though we pay an extra amount each month to ensure we have a technician available for onsite needs. We received the new thermostat about 5 business days later. The new thermostat unit worked for about 2 days then stopped. It took another week with inquires with Vivint customer service, in which we continuously requested a technician to come out and they refused. They keep troubleshooting with us and advising us that it was an HVAC issue, even though we had just had our HVAC company out to do our season service and all was fine. They kept wanting us to check the wiring with the thermostat and we continuously told them we are not Electricians and did not feel comfortable checking the wiring. We finally escalated up to supervisor several times and was able to (about almost an hour of arguing with them) scheduled a Vivint technician to come out. A few days later the technician came and looked everything over and stated it was not on Vivint's end that we needed to contact HVAC. We called our HVAC company and after an $85 service fee they found that the wiring with the thermostat (Vivint's responsibility) was messed up and they fixed Vivint's mistake. We are asking for Vivint to reimburse or provide a credit in the amount of $85 for the service fee for our HVAC company to come out to fix Vivint's mistake.Business Response
Date: 09/19/2024
September 19, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22272580
Complainant: James Cody Anderson
Vivint Account #: ********
Date of Agreement: 9/10/23
To Whom It May Concern:
I have reviewed the information provided by Mr. James Anderson and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Anderson and a resolution has been agreed upon. At this time, Vivint has agreed to apply an $85 credit to Mr. Anderson’s account. Mr. Anderson may contact Vivint’s representative directly if he 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: 09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22272580, and find that this resolution is satisfactory to me.
Sincerely,
James Cody AndersonInitial Complaint
Date:09/11/2024
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 signed a contract with Vivint Home Security company under manipulated information and without full disclosure of the company's clauses. They never provided us with our copy of the contract and failed to inform us that the trial period was only 3 days. We were made to believe that the trial period was for 1 month. They also failed to inform us that the payment plan for the services and equipment would be made with a third party. This third party is a separate credit company that is entirely separate from Vivint Inc. Now that we try to cancel our service, they are unwilling to terminate our contract without a full payment of unused equipment. There has also been no communication or response from the original vendor who could extend the trial period. Overall this company's policies are not made clear up front and they were unable to provide a Spanish copy of the contract when they knew a language barrier existed. They have also refused any efforts of cancelation and are requesting personal medical records to prove that the reason for canceling due to illness is legitimate. However, due to my knee injury, I cannot afford to pay for this service any longer and they are unwilling to accept my cancelation.Business Response
Date: 09/17/2024
September 17, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22272172
Complainant: Abraham Ortiz
Vivint Account #: ********
Date of Agreement: July 13, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Abraham Ortiz and appreciate the opportunity to respond.
In his complaint, Mr. Ortiz explains that they signed a contract under manipulated information and without full disclosure of the company’s clauses. He further explains that he was never provided with a copy of the contract and was not told he only had 3 days to cancel.
A legal representative from Vivint has attempted to contact Mr. Ortiz via email and phone to resolve his concerns.
Vivint’s records show that Mr. Ortiz signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $36.47, and total equipment fee of $3,126.96 that was financed through Fortiva, plus applicable taxes, during that term. Vivint relied on Mr. Ortiz’s representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Mr. Ortiz may contact ([email protected] / 801-229-6087) directly with 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: 09/19/2024
Complaint: 22272172
I am rejecting this response because:We believe the resolution to this issue would be to be able to return camera equipment and a break of contract with Vivnt. As a limited English proficiency speaker I was unable to fully be aware of the circumstances of the contract or fully informed about the return period. There have been multiple attempts to speak to vivnt customer service with zero resolution. Thank you.
Abraham OrtizInitial Complaint
Date:09/11/2024
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.
On 8/27/24 Nick (sales rep with Vivint) and Ryan Stark installation agent #****** with Vivint came to my home offering to install an upgraded home security system with a 30 day trial period to ensure that I was satisfied with their products and services. Nick and Ryan informed me multiple times that I had a 30 day window to cancel and they would come remove equipment at no charge. I had some issues with the camera not connecting and I decided today as it only being 14 days in that I would call customer service to cancel my account. The representative I spoke with Archibald Meneses told me that I needed to provide proof that their sales representative actually promised me that and it was up to me to contact him. Nick the sales rep has not responded to any texts, his voicemail is full and he is not answering his phone. I informed Mr. Meneses that his company is providing false advertising for products and services and that I wanted him to cancel my account and provide a refund to Fortiva retail credit for the financing that is not due until 9/27/24. I am hoping to get this resolved as I no longer wish to have this service nor would I ever recommend this company to anyone in the future.Business Response
Date: 09/17/2024
September 17, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22271864
Complainant: Ariele Andrakin
Vivint Account #: ********
Date of Agreement: August 27, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Andrakin and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Andrakin and a resolution has been agreed upon. At this time, Vivint has
agreed to schedule a Smart Home Professional to remove the equipment on
September 18, 2024. Once removed, Vivint will proceed with full cancellation of
the monitoring service agreement, a full refund to Fortiva for the equipment
line of credit, and a refund of all payments made directly to Vivint. Ms.
Andrakin 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 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.