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.
- 2,966 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:09/04/2024
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.
Entered by BBB staff LO Consumer state a sales *** knocked at her door on 8/23/24. He was selling a home security system but the consumer told him she was not interested because she did not have the income to pay for that. He told her it didn't cost anything and all he had to do was run a soft credit check. She asked what it was for and he told her if it comes back good she would not have to pay anything. He came into her home and the consumer states he became inappropriate with her and her sister and made her extremely uncomfortable triggering her PTSD. He handed her some papers telling her she would be paying fees for monitoring services and she would have 30 days to cancel. She asked for a copy, he said he didn't have one but he would email it to her. When he left he emailed her and the email said she would have to pay $4000. She called to cancel but no matter what she tells them about not being able to afford it they will not cancel. She states she was lied to and was told she only had 5 days to cancel, not 30. They told her if the sales *** lied to her they would have to put in a request for an extension.
Business Response
Date: 09/10/2024
September 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22237391
Complainant: *************************
Vivint Account #: ********
Date of Agreement: August 23, 2024
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to 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. ****************** 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:09/04/2024
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.
Despite my equipment randomly freezing and leaving my home vulnerable to intrudersand despite two ********** visits that failed to fix this problemVivint refuses to cancel my service without penalties unless a third ********** visit is unsuccessful. In the meantime, my home is subject to periods where my alarm system will randomly go down for about 10 minutes at a time, at least once a week. I have video proof of the problem but it is too big to upload.Business Response
Date: 09/12/2024
September 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22237126
Complainant: *******************
Vivint Account #: *******
Date of Agreement: April 15, 2023
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint and ************* have agreed to cancel the work order scheduled for September 17, 2024. Vivint has also agreed to cancel with forgiveness both the monitoring service agreement and equipment line of credit with Citizens effective September *******. ************** has no further obligation to Vivint. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution will be satisfactory to me. I reserve the right to reopen this complaint, submit additional evidence, and/or file further actions should Vivints response and commitments prove to be inaccurate or misleading in any way.
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.
On June 22 2024 in the evening someone came to the door telling us that he was associated with Frontier wanting to know how much we paid for their services and informing us that we could have a free security system with that service. There were two people, a woman named ***** and the man named ***************. I did not believe them, but my husband let them in. They really knew how to make older people (84) believe that the service was free and told us that Frontier was going out of business and **** was taking over. Before we knew it I was signing papers and I had to pay $52.47 monthly for this service. Since I always have automatic withdrawal I had to give her my ***** card number. The next day I got a message from Fortiva Retail Credit that I had an account with them. Apparently Vivint applied a credit account in my name without advising me. My husband called right away on June 25 for an explanation. Right there and then we told them that we wanted to cancel all this because we could not afford a bill of $94.75 since we are low income and live only from Social Security, besides they told us that everything was for free since we were with Frontier. How could they open an account with ******* without us knowing about it. Also when my husband called for an explanation a Vivint Associate told him that he could give him a discount of $15.00, but my husband was persistent and told him he just wanted to cancel the whole thing because we just did not have the money to have an extra bill for services we did not really need! We got a Doberman dog for protection. Until now we are still going back and forth for a cancellation, they charged me two months already because of the automatic withdrawal. I have called my bank to take off the automatic payment but I do not know why they said they could not do it, I will never do an automatic withdrawal again. We are really worried now, we really cannot afford $95.00 from our monthly low income.Business Response
Date: 09/10/2024
September 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22233966
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: June 22, 2024
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was told she could get a free security system with her ***************** She states they agreed to the service. ************** states the next day she received notification that Vivint opened a Fortiva retail credit card in her name without her permission. She states she immediately requested cancellation. ************** desires cancellation and removal of the equipment.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on June 22, 2024. On June 27, 2024, ************** reported that the sales representative lied about the equipment fees and requested to cancel her Agreement. On August 26, 2024, ************** reported that she was unaware of the two (2) separate bills for the service and equipment.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers full cancellation of the Vivint Agreement. This will include removal of the Vivint equipment, a full refund of any payments made directly to Vivint, and full closure of the equipment line of credit. ************** may contact Vivints 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: **************************************, or fax number: **************, 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.
DO NOT USE!! Im not someone to leave a negative review, but this is the worst company!! We had Vivint for 2 yrs and constantly had issues with the system. When we moved we cancelled our account and set up the new homeowners with them, we only had to pay our equipment parts off- no problem right? We received several notifications from citizens and contacted Vivint to ask what was going on. They insured us each time that there was no issue and our equipment was being paid for. Come to find out they were double dipping- charging the new homeowners and us for the use of the system!! We called to handle this and they have refused to give us a refund for the 2.5 yrs of payment nor will they pay the equipment off! We only found this out because our card expired and we had to figure out why we owed for the equipment that should very well have been paid for!! They have even said they had the cancellation on file and still have refused to issue money back!!!Business Response
Date: 09/10/2024
September 10, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22237062
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: May 6, 2020
To Whom It May Concern:
I have reviewed the information provided by ********************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the Vivint Agreement effective May 17, 2021, and to provide a refund from that date forward of any payments made directly to Vivint. However, ********************** will remain responsible for any associated equipment fees. ********************** 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:09/03/2024
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 07/12 I received a call from Vivint after receiving an enormous amount of calls a day to be advised that my account was past due. I cancelled my account in April of 2024 but a representative didnt do the due diligence of cancelling my account. I was sent an email on July 12th to cancel my account. I was able to send in a request on July 16th. On August 01, 2024 $45.71, 43.59, and ***** was withdrawn out of my account from **********************. Ive called numerous times to resolve this issue. Each time I was told that I would receive my refund but it hadnt been processed. Its been almost 2 months since I cancelled this subscription for the 2nd time. Its been a month since I was told that my refund would be processed. At this point, I feel as if Im being scammed. I cancelled my subscription the first time due to dissatisfaction of the equipment for the price. Ive spent $596.23 which includes equipment thats useless with extremely poor service. I want to make sure my refund is processed in the amount of $137.33 including the remainder that was paid for the extremely poor service. Ive been hung up on, lied to, and transferred to numerous representatives. This has caused extreme stress for me.Business Response
Date: 09/10/2024
September 10, 2023
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22235852
Complainant: Wyasia Staten
Vivint Account #: ********
Date of Agreement: 3/30/24
To Whom It May Concern:
I have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, **************** states that she canceled her account in 4/2024 but was still being charged in August. She was told her account was being canceled and she would receive a refund but has not received it yet. **************** desires her account to be cancelled and to receive her refund.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 3/30/24 with an initial term of sixty (60) months which states After the initial term, the Agreement will automatically continue month-to-month and 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. Vivints records indicate that **************** submitted her written cancellation notice on 7/17/24 and her account was cancelled on 8/14/24 which was within the 30-day cancellation period as required by her Agreement. Vivints records indicate that a refund check was sent to **************** via **** mail on 9/4/24.
A representative from Vivint has reached out to **************** in an effort to resolve this matter. Ms. ******* account is cancelled, and she has no further obligation to Vivint. **************** may contact Vivints 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/03/2024
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.
: Deceitful and Misrepresentative Sales Tactics, Electric Funds Transfer ACT , Recently, I noticed a collection account in my credit file. I contacted the collection agency to inquire about the nature of the collection; I learned it was from Vivint. I canceled via text message the next day after having a creepy and inappropriate experience with the technician, and my air conditioner stopped working that night after he was in my house for over 4 hours until 11 pm that night. The technician even told me and mother,and he told me that the sales rep lied to me .I now assuming that he was giving me hints of how fraudualent and scamming this company was, numerous times about the total misrepresentation of their organization by the representative who came to my how. The tech was giving me sexual advances, which my mother and I felt was inappropriate, but because he was in my house, I was nervous. I didn't want to get rapped or hurt .I contacted the sales rep the next day bc I knew that I had 72 hours to cancel and I advised the sales agent of my experience and that he lied and I wanted to cancel. He rushed to my house two hours later trying all these sales tactics to keep me.He stated that a technician would come to my house next week to remove this equipment .The technician came and didn't touch anything and asked if I was ok and I said can you remove this equipment now and he said he wasn’t there for that He was just checking on me. I became extremely scared then.I even noticed that my automatic door locks would unlock by themselves. I called Vivint Corporate customer service representatives numerous times to complain about the misrepresentation and deception of their door-to-door representative .The representative lied to me and signed me up for on a five-year plan instead and its with a third party company that is a credit card company called fortiva . My credit has dropped over 100 points and I was trying and in the process of purchasing another houseBusiness Response
Date: 09/10/2024
September 10, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22234909
Complainant: LaSasha Mathews Kelly
Vivint Account #: ********
Date of Agreement: August 19, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Mathews Kelly and appreciate the opportunity to respond.
In her complaint, Ms. Mathews Kelly states that she noticed a new
account on her credit report. Ms. Mathews Kelly states that she called the next
day to cancel the service. Ms. Mathews Kelly desires to return the equipment, cancel
the monitoring service agreement, cancel the equipment line of credit with Fortiva,
and to be refunded.
Vivint’s records indicate that Ms. Mathews signed a Purchase and
Services Agreement (“Agreement”) on August 19, 2024. On August 31, 2024, Ms.
Mathews Kelly called Vivint to cancel her service due to feeling misled by the
sales representative. On September 3, 2024, Ms. Mathews Kelly contacted Vivint
to cancel the Agreement saying that she tried to cancel the Agreement with the
sales representative on August 20, 2024. Ms. Mathews Kelly wants to cancel due
to the poor experience with the Smart Home Professional installing her security
system and inappropriate comments made by the sales representative.
A Vivint representative has attempted to reach Ms. Mathews Kelly to
assist with this matter via email. After reviewing the account, Vivint agrees
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.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. Mathews Kelly 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 LegalCustomer Answer
Date: 09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22234909, and find that this resolution is satisfactory to me.
Sincerely,
Lasasha Mathews KellyInitial Complaint
Date:09/03/2024
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 currently have home security service through Vivint. I have called and spoke to a customer service rep at least 5 times in a span of two weeks. In these two weeks I have been transferred from person to person, put on hold and hung up on and still have not had my issue resolved. I called Vivint to cancel my monitoring service because upon getting their service I was told that we could cancel at anytime, apparently that was just a bunch of BS to get to me start service with them. Upon trying to cancel my service I was told that I wasn’t able to cancel it and that to cancel it I would have to pay half of the remaining balance plus whatever other fees they were going to attach on. Instead I was told that I could put my account into deferment so I went with this but have yet had my account in deferment. Everytime I turn account an account that is suppose to be deferred keeps trying to charge my account and none of the customer service reps have yet to be able to help me or get this issue taking care of. A lady today told me that as of June it was suppose to have started and that I should have a payment due until December but like I told her It’s not December and I have had a payment due every single month even though I called to cancel my account. Vivint is the worst company to have monitoring service through!!! I am not satisfied at all and wish to just get free of them although!!Business Response
Date: 09/10/2024
9/10/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22234459
Complainant: Wmony Burns
Vivint Account #: *******
Date of Agreement: 8/24/2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. Burns and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to cancel Ms. Burns’ account without penalty. Ms. Burns
has no further obligation to Vivint. Ms. Burns 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: 09/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22234459, and find that this resolution is satisfactory to me.
Sincerely,
Emony BurnsInitial Complaint
Date:09/03/2024
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 August 1 a Vivint representative came to my home and introduced me to their security services. He indicated that there would be no initial out-of-pocket cost and that Vivint would bill me monthly for the cost of the equipment. He did not indicate that the equipment would be financed by a 3rd party company that I've never heard of - Fortiva. Additionally, the salesperson indicated that I would have 60-days to decide if I wanted to keep the equipment. I gave it a month. I call to return the equipment and close my account. The employee on the phone offers me a $10 discount and explains that I cannot return the equipment but have to pay full price to this third party lender and then 50% of the contracted service amount to Vivint. The entire operation is a scam, the last thing I want providing home security is a company that does business dubiously. I want this equipment out of my house and to have nothing to do with Vivint. The employee also told me that I didn't have 60 days but 6 days to decide if I wanted to keep the equipment. I am just really frustrated that a security company can be so dishonest and deceptive. I do not want this company or its subsidiaries to have access to my home or anything pertinent to my life. Remove this equipment and terminate this contract.Business Response
Date: 09/11/2024
September 10, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22234195
Complainant: Ryan Peterson
Vivint Account #: ********
Date of Agreement: August 1, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Peterson and appreciate the opportunity to respond.
In his complaint, Mr. Peterson states that he was told he would be billed monthly for the equipment and there would be no initial out-of-pocket costs. He states he was told he had sixty (60) days to decide if he wanted to keep the equipment. Mr. Peterson states within a month he decided to return the equipment and cancel the account. He states Vivint refused cancellation and explained he would have to pay off the equipment to cancel. Mr. Peterson desires cancellation of Vivint and Fortiva, as well as the removal of the equipment.
Vivint’s records indicate that Mr. Peterson signed a Purchase and Service Agreement (“Agreement”) on August 1, 2024. On September 1, 2024, Mr. Peterson requested the cancellation of his Agreement stating the equipment is too expensive.
A Vivint representative has attempted to contact Mr. Peterson via email in efforts to resolve this matter. Vivint offers full cancellation of the Vivint Agreement. This will include removal of the Vivint equipment, a full refund of any payments made directly to Vivint, and full closure of the equipment line of credit. Mr. Peterson 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:09/03/2024
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 agreed to terms with Vivint security in June 2021. This was a monthly fee for the service of $30 and for the financing of the equipment. The equipment financing was paid off in 2023 via **********, and in June 2024, in conjunction with the sell of our home, we called to cancel our account and ********************** told us we could transfer the account to the buyer of our home, but either way, there were not any penalties or cancellation terms if I left the account to the buyer. Therefore, I agreed to move forward with the transfer, and the buyer contacted Vivint to takeover our account. I can confirm this will text messages and emails notifying of password and account changes; not sure why I was still associated with the account at this point. Regardless, in July 2024, I received a charge for the monthly fee of $30. I called Vivint to ask why I was still being charged and if the buyer of the home was also being charged, and they told me they are charging both the buyer of our home and me for the monthly fee. However, they will not charge me going forward starting in August 2024. However, I was charged on August 26, 2024 again. I called Vivint one last time, and I was routed to someone who couldn't speak great English, and I wasn't allowed to speak with a member of management. Therefore, I would like to report Vivint of fraudulent business practices and breach of security and privacy, as (i) they are billing multiple people for the same security system and (ii) my personal information, and the buyer of my previous home's information, was compromised; I shouldn't have access to his passwords/codes.Business Response
Date: 09/10/2024
September 10, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22233929
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 25, 2021
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he called in June 2024,when he sold his home and called Vivint to cancel his service. ****************** states that he is still being charged for an account the new homeowner took over. ****************** desires the account to be cancelled, and a refund.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on June 25, 2021. On June 24, 2024, ***************** called Vivint to say he was moving, selling his home, and needs to transfer the service to the new homeowner. ****************** was to call back with the new homeowners contact information.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service effective June 24, 2024, when the request to transfer service was made. ****************** has no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. ****************** 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:09/03/2024
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 (my husband and I) were sold this system by a door to door salesman on 6/6/24. Was verbally told one price...that he failed to include the equipment charges in that price, so right from the getaway we are paying almost $100 more a month. I've been having issues with the app, and overall user experience. I figured because it was a new system in comparison to what I had I would learn how the Vivint security system/app works. I've had issues with the cameras taking up to a minute to pull up live view, the lights not activating in the zones. I called to diagnose about 30 days after we had it installed and learned a few things but still just found it's probably not going to be what we want it to be. Today I called because our camera overlooking the garage is not working and I still can't get the light to activate in our backyard. The quick solution they had was to send a tech out to diagnose. I inquired about cancelling to which their response was there is a 5 day cancellation policy. How can you learn an entire new system in 5 days? If that were verbally told to me then I probably would have never done this. We were pushed so hard to get everything done "right now" that we didn't have time to think about it...and now they say if we were to cancel we would have to pay 50% of the monitoring charges and then full retail of the equipment? I don't even have a working camera right now (they set up a service call for the 21st, almost 3 weeks away)...the amount of money we are having to pay every month is NOT worth it to keep going. I'm not happy with the mobile app. I'm not happy with the camera quality and camera delay. I'm not happy with the motion tracking. I'm not happy with the motion activated lights. I don't see the value equal to the experience. All I'm asking for is to cancel the services, take the equipment back, and rectify the remaining balance on the equipment charges. I'm not even asking for a refund for what I've already paid. (Which would be nice.....)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 #: 22233318
Complainant: Elizabeth Bartlett
Vivint Account #: ********
Date of Agreement: June 6, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Elizabeth Bartlett and appreciate the opportunity to respond.
In her complaint, Ms. Bartlett states that the salesman failed to include the equipment when they were verbally quoted for almost $100 per month. She further explains that she has been having issues with using the equipment and their cameras’ light does not activate. Ms. Bartlett further explains that she requested cancellation and was told she only had 5 days to cancel the services.
At this time, Vivint agrees to dispatch a technician to Ms. Bartlett’s home at no cost to resolve any equipment concerns.
Vivint’s records show that Ms. Bartlett signed a Purchase Service Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $61.47, and total equipment fee of $3,803.88 that was financed through Fortiva, plus any applicable taxes, during that term.
Vivint’s records further show that Ms. Bartlett first contacted Vivint about her equipment concerns on September 2, 2024, and over the phone technical support was offered to resolve her concerns. Ms. Bartlett again contacted Vivint, and a technician visit was scheduled for September 21, 2024.
Cancellation of Ms. Bartlett’s Agreement without penalty is not warranted at this time. However, Vivint agrees to the above resolution. For any additional questions or concerns regarding this matter, Ms. Bartlett 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: 09/11/2024
Complaint: 22233318
I am rejecting this response because:I have reached out 2 other times via online chat regarding issues/frustrations with the system. I am requesting cancellation not due only to the fact that I’ve had a camera down for the past 2 weeks..but because of the overall cost, which we’re paying around $100/month more than what was verbally told to us by the salesperson (he didn’t mention the equipment charges being separate), the overall quality of cameras, the frustrations with the system, the delay on the cameras, the camera being down, the motion lights positions that were recommended by the technician are not capturing what we want it to capture, amongst other things. The price we’re paying a month does not equal the quality/functionality promised. Vivint’s cancellation policy is a 5 day cancellation policy (only told to me on the most recent phone call), how in the world can someone understand and make a decision in 5 days if a brand new system is going to work for them? I’m not happy with the response from Vivint…I want the system cancelled, the equipment uninstalled and returned and be required to pay zero more dollars.
Sincerely,
Elizabeth Bartlett
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