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
- 8,368 total complaints in the last 3 years.
- 2,964 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:09/05/2024
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.
Vivant came to my door through a salesman, Josh, that tried selling us on a security system and informed us that we had 30 days to cancel at no cost if we do not like it. This occurred on 8/6 and he tried begging to get the system installed that same night but we believed it was too late so the system was installed the next day on 8/7. We did not like the system and decided it wasn't for us for multiple reasons. The systems alarm did not go off when I entered the home one time and remained "armed", the door stopped locking using the control panel and needed to be rebooted, and the control panel is now just a black screen. I reached out to customer service and spoke to Tamara on 8/28 needing to cancel and was told I only had 3 days to cancel and there is no such thing as 30 days. I explained what the salesman told us and they are now requiring confirmation from Josh, the salesman, that he communicated this before canceling. We called, left voicemails and texted multiple times to Josh, with no response from him. I called customer service again and spoke to Patrick upset that Josh cannot be reached and how I felt scammed. They said they will try to reach out as well and include his manager and will followup with me when they hear back. There has been zero response. I reached out to vivant legal on 8/30 attempting to get somewhere through that route and have had no response. I am very upset that I cannot cancel when I was told I could and now feel stuck with a system that malfunctions. Vivant is not responsive and not trustworthy. Two very poor qualities to have when they are supposed to be an alarm system and keep you safe. DO NOT PURCHASE!
Business Response
Date: 09/12/2024
September 12, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22244056
Complainant: Laura Terrell
Vivint Account #: ********
Date of Agreement: August 7, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Terrell and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Terrell 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 with a 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. Terrell 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:09/05/2024
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 8/6/24 I contacted Vivint to upgrade my security system, as I was already a customer and was having some problem with my outdated equipment. Daniel C******* was the representative I worked with. After calling on back 3 times to ask when a technician was coming out to perform the upgrade, on 8/27, a technician arrived to do the install.
The technician was here for 6 hours and left without connecting all of the equipment. I called Vivint the next day to express my concerns and they requested that I troubleshoot the equipment myself. After going through the process I couldn't get some of the equipment to connect to the panel. I called back again to express my concerns and was asked to return to the panel to troubleshoot again. I made a request to have a technician come back out and look at the system. They told me it would be $99.99 to send a tech out but they could wave the fee if I signed up for the $9.99/month maintenance plan. I told them i didn't think it was fair to have to pay a technician to come out because the other technician didn't complete the job. After some time, I told them to cancel my contract and come get their equipment. I was then told I would have the buy out of my contract. According to the attached documentation, I had 3 days to cancel and this was day two. This was completely unprofessional and unfair to the customer. Their tech didn't complete the job so why should I be held liable for their unprofessionalism? I'd like my money back and my contract to be terminated. I will just go with another company.Business Response
Date: 09/11/2024
September 11, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22243084
Complainant: Thomas Glover
Vivint Account #: ********
Date of Agreement: November 14, 2014
To Whom It May Concern:
I have reviewed the information provided by Mr. Glover and appreciate the opportunity to respond.
In his complaint, Mr. Glover states that a technician came to his home and did not complete the requested upgrade of his equipment. He states Vivint tried to charge him $99.99 to have a technician come out and complete the upgrade. Mr. Glover states he requested to cancel the service and was told he must buy out the contract to cancel. Mr. Glover desires a refund.
Vivint’s records indicate that Mr. Glover signed a Purchase and Service Agreement (“Agreement”) on November 14, 2014. On August 28, 2024, Mr. Glover requested a technician to resolve the system issues that he is experiencing with his upgrade.
A Vivint representative has attempted to contact Mr. Glover via email in efforts to resolve this matter. Vivint offers a technician free of charge to resolve the system issues Mr. Glover is experiencing. Mr. Glover 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:09/05/2024
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 8/6/24, a representative from Vivint came to my home to discuss security system options. I was interested in learning about the products but was never provided with clear pricing information or given the opportunity to select different packages. At no point during the sales pitch did the representative disclose the cost of the equipment, nor was it made clear that I would be required to apply for a line of credit to finance the purchase. During the sales process, the representative had me sign on his iPad, claiming that I was simply authorizing the use of electronic documents. I was not made aware that by signing, I was applying for a line of credit. I explicitly told the representative that I did not wish to pull my credit, yet he proceeded to do so without my consent. It was only after this process that I learned the full cost of the equipment would be $6,860. It wasn’t even then when I truly realized, the realization came when I spoke to a representative on the phone a week later. This significant financial commitment was never disclosed upfront, nor was I informed that I would be locked into a contract for this amount. I believe the representative used deceptive practices to secure this sale, including failing to disclose critical financial information, applying for a line of credit without my explicit consent, and misleading me regarding what I was signing.Business Response
Date: 09/11/2024
September 11, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22242606
Complainant: Justice Rich
Vivint Account #: ********
Date of Agreement: August 5, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Rich and appreciate the opportunity to respond.
In his complaint, Mr. Rich states that he was never provided with clear pricing information. He states he was never told he would be applying for a line of credit for the equipment. Mr. Rich desires cancellation, a full refund, and correction to a credit report.
Vivint’s records indicate that Ms. Rosa Starr signed a Purchase and Service Agreement (“Agreement”) with Vivint on August 5, 2024. The Agreement has an equipment price listed at $6,661.05. Vivint’s records indicate Ms. Starr completed a documented Pre-Installation Survey (“Survey”) in this Survey Ms. Starr agreed to and acknowledged that she was approved for a Fortiva Line of Credit. Ms. Starr also acknowledged and agreed to the two separate monthly payments, one for Vivint monitoring service and the second for the equipment line of credit. On September 5, 2024, Ms. Starr reported that the Line of Credit was opened without her permission and requested to cancel the account. Vivint’s records indicate Ms. Starr agreed to the removal of select pieces of equipment to lower the equipment costs.
A Vivint representative has attempted to contact Mr. Rich via email in efforts to resolve this matter. Vivint offers a $40.00 permanent reduction in the Vivint monitoring service if an attempt to assist with this matter. Mr. Rich 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 LegalCustomer Answer
Date: 09/17/2024
Complaint: 22242606This is NOT TRUE. This is a straight up clear as day case of Fraudulent Misrepresentation which you falsified my wife’s statements that you “just needed her to sign for a “soft credit check” which was a complete total LIE!
This company then engaged in a completely dishonest and fraudulent ethical way by claiming tactical comparison by as to what other companies are charging out there, to which you guys are the ones who charge outrageous and ridiculous unfair pricing that is not only gross but unfair by all means!
This is also an Unconscious contract which by far has been grossly unfair and one sided to say the least to which my wife and I have no other choice but to pay for a faulty system that we never agreed to in the first place by force and that there is no other option or way for you to come an remove a service that we did not want and for a very unreasonable and price?!! I don’t understand. The system has yet to work a full on day with out having to uninstall the main panel or to reboot the entire system to which was never agreed upon either at no time and to do so on a day to day basis'
There has been a great deal of injustice and deception done by this company that we do NOT want any part of!! your unethical representation to a over grossly inflated and faulty system is and has always been decline by my wife and by my self and is being requested to be reversed and removed from our home, credit etc back to its original status.
Sincerely,
Justice RichInitial Complaint
Date:09/05/2024
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.
When I signed up for service with Vivint I was quoted one price ($1,927.80), plus a monthly service fee of $29. I have paid over $3,000 currently and am told I owe over $4,800. Additionally my monthly service is over $80. I have called more times than I can count, and have included a screenshot of my recent call history with Vivint customer service, spending over 4 hours in the last month on the phone with them. Each time they seem surprised, then go over the notes after I have explained at length the situation. Eventually we get to where they transfer me to their loyalty team, and we repeat the process. After awhile they tell me the matter has been escalated and they want to get it taken care of as soon as possible. Also they inform me they will call me back in 48 hours, wich has never happened. I will usually wait 3-5 days to call them back and repeat the process. I have attached a copy of the contract. As of now I have spent $3,483 for the equipment ( that was quoted st $1,900) and more on the service.Business Response
Date: 09/11/2024
September 11, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:
Complainant: Michael Montoya
Vivint Account #: *******
Date of Agreement: 9/1/21
To Whom It May Concern:
I have reviewed the information provided by Mr. Michael Montoya and appreciate the opportunity to respond.
In his complaint, Mr. Montoya states that that he was quoted $1927.80 equipment price and a service fee of $29 but is paying much more than that. He has called multiple times, and the issue has not been resolved.
Vivint’s records indicate that Mr. Montoya signed a Purchase and Services Agreement (Agreement) on 9/1/21 with an initial term of sixty (60) months and an equipment fee of $3792.05 ($3991.05 with taxes and fees). Vivint’s records do not indicate that Mr. Montoya contacted Vivint regarding his billing issue until 7/2/24, almost 3 years after the equipment was installed. Vivint’s records indicate that it was explained to Mr. Montoya that the quote does not reflect what he had installed. Vivint’s records indicate that Mr. Montoya had additional equipment installed which raised his equipment cost and his monthly monitoring fee. Vivint’s records indicate that Mr. Montoya signed the schedule of Equipment and Services which listed each item he purchased which matches his active Purchase Agreement and also matches the equipment on his panel and the loan amount and monitoring fee he has been paying since his system was installed on 9/1/21.
A representative from Vivint has reached out to Mr. Montoya in an effort to resolve this matter. In a gesture of goodwill, Vivint agrees to permanently reduce Mr. Montoya’s monthly monitoring fee by $15, beginning October 2024. Vivint also agrees to apply a 2-month goodwill credit to Mr. Montoya’s account. Mr. Montoya may contact Vivint’s representative directly if he 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:09/04/2024
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.
On June 16, 2023, an authorized agent of Vivint (Nick McCarty Agt. # ******) came to my house in Woodland, CA and I agreed to the installation of a security system by Vivint. The conract required me to pay for the equipment and installation, and I provided my bank account information, which I did not understand would create a line of credit debt for the equipment. A second automatic withdrawal from my checking account was set up for the monthly monitoring. In March, 2024, I decided to sell my house at **** ****** ******* *** ********* ** ****** I contacted Vivint to request the monitoring service be discontinued and the equipment be removed from my property.
On March 13, 2024, I placed several calls to Vivint in Utah. Eventually, a manager agreed I had purchased the premium package, and was therefore eligible to cancel the monitoring service. However, they would not remove the equipment unless I paid off the remaining monthly payments on the "line of credit." My sister was present, and we requested information about the balance due, and how we should pay it. I did not want to use a credit card, and I was told to call Citizens Bank at 877-545-5691. We asked for the bank account number and the routing number to pay by electronic transfer from my account. We were told they did not have such a routing number. That same afternoon, we visited my banker at B of A and asked for help. He referred us to the Fraud Line, and I was advised NOT to pay anything further because this was a scam and fraud. The Fraud Department shut off both my electronic withdrawals that day. I had an electrician remove the monitoring equipment, which I tried to return to Vivint without success. I am now in a retirement community in PA, and have been harassed by CitizensPay, which describes itself as a brand name of Citizens Bank. In August, I began receiving emails from Sequium Customer Support, (Ref. #********) a collection agency. I believe I am the victim of fraud and harrassment.Business Response
Date: 09/12/2024
September 12, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22241898
Complainant: Elaine Franco
Vivint Account #: *******
Date of Agreement: June 16, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. Elaine Franco and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. Franco’s Agreement and remove her account from collections.
Vivint’s records show that Ms. Franco signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $47.98, and total equipment fee of $4,187.95 that was financed through Citizens Pay loan, plus applicable taxes during that term. Vivint relied on Ms. Franco’s representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Vivint’s records further show that Ms. Franco stopped making her monthly payments after February 19, 2024. As such, the account was cancelled for non-payment on July 26, 2024, and was transferred to an outside collection agency.
Despite the validity of this debt, Vivint agrees to the above resolution. Ms. Franco has no further obligation to Vivint and will not be contacted further by collections. For any additional questions or concerns regarding this matter, Ms. Franco 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: 09/27/2024
Complaint: 22241898
I am rejecting this response because:Due to a computer problem, I was not able to respond in time to your message 0f 9/12/24 which included Vivint's response, agreeing to "cancel ********************** and remove her account from collections."
As of 9/27/24 I am still receiving correspondence from Sequium, Vivint's collection agency. I therefore decline Vivint's response and ask that my complaint be re-opened in order to have Vivint and/or Sequium confirm in writing that my account has been removed from collections.
Sincerely,
****** ******Business Response
Date: 10/02/2024
October 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22241898
Complainant: ****** Franco
Vivint Account #: *******
Date of Agreement: June 16, 2023
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ****** ****** and appreciate the opportunity to respond.
Vivints records show that on September 17, 2024, Vivint send a request to the collection agency to remove her account from collections. Vivint will be following up once again to ensure that this requested was communicated.
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 LegalCustomer Answer
Date: 10/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******Initial Complaint
Date:09/04/2024
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.
referred my daughter to get a home security system. She used a referral code. My daughter and I is supposed to get a $200 credit each and her monthly bill should be $34 but it's $49.99. I have more equipment than she has but her bill is higher then mine. We spoke to Vivint customer service several times about the issue. They said they see the referral and it would be applied automatically but it wasn't. We called again and they said they don't see a referral at all. So they all gave me a $50 credit. They still owe me $150 & they owe my daughter $200 & they but her on the wrong monthly plan.Business Response
Date: 09/11/2024
9/11/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22241595
Complainant: Dana Brooks
Vivint Account #: *******
Date of Agreement: 4/20/2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. Brooks and
appreciate the opportunity to respond.
In her complaint, Ms. Brooks states her and
her daughter are owed a referral credit from Vivint. Ms. Brooks further
explains her daughter is not being correctly charged.
To assist Ms. Brooks, Vivint has issued
the remaining $150.00 credit to her account. A representative has contacted Ms.
Brooks via email to find out her daughter’s account information.
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:09/04/2024
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 sold my home and bought a new home and requested Vivint cancel my service, I was NOT under a contract, ALL my equipment was paid in full and I simply wanted to cancel my service. I got nothing but the run around from this company, I made MULTIPLE phone calls, had to prove to them that my equipment was paid off. Had to submit in writing that I wanted to cancel via email and even after that, my system stayed on for weeks even after my home was sold. I called NUMEROUS times, dealt with rude customer service people who either wanted to sell me more service or tell me that they had 30 days to cancel my service. I explained to them that that makes no sense, I submitted in writing, via email, the cancelation request as requested by Vivint and it that I no longer reside at that residence yet, they still refuse to simply disconnect the service. Basically they want to keep it on for 30 days to get another payment, which is nor right at all. This is a very shady business and when you get you system installed the can be there in under an hour but it is almost IMPOSSIBLE to cancel them! I want my service cancelled, I don't want to be charged another billing cycle for a service I am no longer receiving for a house I no longer live in. This business asked for written notice to cancel, it was provided on 23 August, it is now 4 September and they refuse to simply turn the service off. I have more important things to do in the middle of moving than sit on the phone for hours with Vivint to try and get them to simply do their job.Business Response
Date: 09/11/2024
September 11, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22240780
Complainant: Terrance Venable
Vivint Account #: *******
Date of Agreement: 9/23/21
To Whom It May Concern:
I have reviewed the information provided by Mr. Terrance Venable and appreciate the opportunity to respond.
In his complaint, Mr. Venable states that he sold his home and requested to cancel his service. He was not under a contract, his equipment was paid in full but he was told he had to wait 30 days to cancel.
Vivint’s records indicate that Mr. Venable signed a Purchase and Services Agreement (Agreement) on 9/23/21 with an initial term of sixty (60) months which states "this Agreement may be terminated 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 Mr. Venable submitted his written cancellation notice on 8/23/24 and his account was set to cancel 30 days later on 9/22/24.
A representative from Vivint has reached out to Mr. Venable in an effort to resolve this matter. Vivint cancelled Mr. Venable’s Agreement on 9/5/24 and waived the remainder of the 30-day cancellation policy. Mr. Venable has no further obligation to Vivint and may contact Vivint’s representative directly if he 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:09/04/2024
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.
Sept. 4, 2024 - Contacted business to close my account. My family has moved to a new home and I do not wish to transfer services. I have been a loyal customer for 10 years and I'm being asked to pay $1500 in order to close my account.Business Response
Date: 09/12/2024
September 12, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22227891
Complainant: Larry Petroski
Vivint Account #: *******
Date of Agreement: February 21, 2017
To Whom It May Concern:
I have reviewed the information provided by Mr. Larry Petroski and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to Mr. Petroski via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, Mr. Petroski 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: 09/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22239921, and find that this resolution is satisfactory to me.
Sincerely,
Larry PetroskiInitial Complaint
Date:09/04/2024
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 got Vivint home security around August of 2023. The guy that sold it to us guaranteed that this was the best system ever. We fell for it. We agreed to pay $5,000 for the equipment that you have to pay for, over a period of 5 yrs. This equipment has failed over 5 times in the past year. Every time we call customer service they have to reboot the whole system because the security pads go offline so often. Last night (sept 3rd, 2024) i had to call again. I spoke to a lady (Lea R*****) in Tech department and after taking more than 30 minutes to figure out what was wrong with the system she hing up the moment I told her I wanted to talk to a manager about this. I never got a call back. I called again. Another tech rep answered and finally rebooted the system. I told him I wanted to speak to a manager and he kept insisting that they were all busy and he didn’t know when (“if ever”, is what he said) I was going to get a call back from one of them. So he put me on hold. I spent 45 minutes waiting and when I was trying to see if he was still online he never replied back. Meaning he just kept me waiting there till I hopefully hung up.
Well after frustration and helplessness I did hang up.
I never recieved a call back from any agent or manager.
I need a refund for my equipment that is faulty and they refuse to send someone to fix it properly.Business Response
Date: 09/12/2024
September 12, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22239068
Complainant: Sofia Hernandez
Vivint Account #: ********
Date of Agreement: July 15, 2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. Hernandez and
appreciate the opportunity to respond.
In her complaint, Ms. Hernandez states that she has called several
times for assistance with her equipment. Ms. Hernandez states that she has been
hung up on and that Vivint refuses to send someone to fix the equipment. Ms.
Hernandez desires to be refunded for the equipment, a billing adjustment, and
to be contacted by Vivint.
Vivint’s records indicate that Mr. Naveesh Laul signed a Purchase and
Services Agreement (“Agreement”) on July 15, 2023. On July 29, 2023, Susana
Gomez called Vivint due to having issues with the sensors, and the keypad on
the door lock. Troubleshooting was completed which appeared to have resolved
the issues. On August 22, 2023, Ms. Hernandez called Vivint regarding the keypad
being offline. Troubleshooting was completed and Vivint’s representative shipped
equipment to assist resolving this matter. On September 8, 2023, Ms. Hernandez
called Vivint due to the alarm being triggered and the panel was unresponsive.
Troubleshooting was completed which resolved the issue. On September 3, 2024,
Ms. Hernandez called requesting to speak to a supervisor or manager regarding the
issues she has been having with her system for the past year.
A Vivint representative has attempted to reach Ms. Hernandez to assist
with this matter via email. After reviewing the account, Vivint has provided
the following options: 1) schedule a Smart Home Professional to complete a full
system check replacing any equipment deemed necessary with same/like equipment
at no cost, {or} 2) cancel with forgiveness the remainder of the monitoring
service agreement, however, Ms. Hernandez would remain responsible for any
balance remaining on the equipment line of credit with Citizens with no refund
warranted.
To resolve this matter, Vivint has provided the options as stated
above. Ms. Hernandez may contact Vivint’s representative with any questions or
concerns she may have.
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 LegalBusiness Response
Date: 09/12/2024
September 12, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22239068
Complainant: Sofia Hernandez
Vivint Account #: ********
Date of Agreement: July 15, 2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. Hernandez and
appreciate the opportunity to respond.
In her complaint, Ms. Hernandez states that she has called several
times for assistance with her equipment. Ms. Hernandez states that she has been
hung up on and that Vivint refuses to send someone to fix the equipment. Ms.
Hernandez desires to be refunded for the equipment, a billing adjustment, and
to be contacted by Vivint.
Vivint’s records indicate that Mr. Naveesh Laul signed a Purchase and
Services Agreement (“Agreement”) on July 15, 2023. On July 29, 2023, Susana
Gomez called Vivint due to having issues with the sensors, and the keypad on
the door lock. Troubleshooting was completed which appeared to have resolved
the issues. On August 22, 2023, Ms. Hernandez called Vivint regarding the keypad
being offline. Troubleshooting was completed and Vivint’s representative shipped
equipment to assist resolving this matter. On September 8, 2023, Ms. Hernandez
called Vivint due to the alarm being triggered and the panel was unresponsive.
Troubleshooting was completed which resolved the issue. On September 3, 2024,
Ms. Hernandez called requesting to speak to a supervisor or manager regarding the
issues she has been having with her system for the past year.
A Vivint representative has attempted to reach Ms. Hernandez to assist
with this matter via email. After reviewing the account, Vivint has provided
the following options: 1) schedule a Smart Home Professional to complete a full
system check replacing any equipment deemed necessary with same/like equipment
at no cost, {or} 2) cancel with forgiveness the remainder of the monitoring
service agreement, however, Ms. Hernandez would remain responsible for any
balance remaining on the equipment line of credit with Citizens with no refund
warranted.
To resolve this matter, Vivint has provided the options as stated
above. Ms. Hernandez may contact Vivint’s representative with any questions or
concerns she may have.
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:09/04/2024
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.
Home Security System I purchased July 1, 2019. Fulfilled my contract for purchase of equipment and not I want to cancel. I contacted them in July right after that payment and they are taking another payment now.Business Response
Date: 09/11/2024
9/10/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22234979
Complainant: Steven Warner
Vivint Account #: *******
Date of Agreement: 7/1/2019
To Whom It May Concern:
I have reviewed the information provided
by Mr. Warner and
appreciate the opportunity to respond.
Mr. Warner’s account was canceled on
September 5, 2024 and he was refunded $45.18. Mr. Warner 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 Legal
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