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
- 8,365 total complaints in the last 3 years.
- 2,957 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:08/31/2024
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.
This service has never worked properly. The cameras consistently go offline and we lose that security time. They never fix their problems, just blame it on other things. We want to get our money we paid back, sent them their equipment, and then get our monthly fees back. ALL OF IT
Business Response
Date: 09/09/2024
September 9, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22223162
Complainant: Richard Mason
Vivint Account #: ********
Date of Agreement: May 22, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Mason and appreciate the opportunity to respond.
In his complaint, Mr. Mason states that his service has never worked correctly. He states Vivint has failed to fix the issues. Mr. Mason desires a refund.
Vivint’s records indicate that Mr. Mason signed a Purchase and Service Agreement (“Agreement”) on May 22, 2024. On June 2, 2024, Mr. Mason reported an issue with his camera being offline. Vivint’s records show the issue was resolved over the phone.
A Vivint representative has attempted to contact Mr. Mason via email in efforts to resolve this matter. Vivint offers a technician free of charge and four (4) months of free Vivint monitoring service. Mr. Mason 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:08/31/2024
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 began using Vivint's services in July 2022 (around this time) and in November of last year, 2023, I wanted to cancel the service. I payed my loan with Citizens Pay in full in accordance with their policy in order to cancel. I then spoke with their customer service and cancelled my service. I was not told about any online paperwork submission element. I didn't see their email regarding the requirement to submit cancellation paperwork. Despite the fact I wasn't told about this on the phone, I accept that I should've seen the email and moved forward accordingly.
In February 2024 I notice they're still charging my card. I call and cancel again. This time I am notified of the paperwork submission requirement. I completed the cancellation email and was assured by a customer service representative that my subscription was cancelled. About 2 weeks to a month later a customer service rep called to ask if I wanted to restart my subscription. I declined and again got verbal confirmation my subscription was cancelled.
I noticed this month, August 2024, that my cancellation did not go through. I am still being charged $32.14 by Vivint for a service I no longer use nor have access to.
I am currently on deployment and I don't have the ability to spend hours on the phone in a, so far fruitless, attempt to cancel the service. I am requesting a refund of all money charged after the month of February and a final and permanent cancellation of my account.Business Response
Date: 09/06/2024
9/6/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22222910
Complainant: Raymond Maddocks
Vivint Account #: *******
Date of Agreement: 7/22/2022
To Whom It May Concern:
I have reviewed the information provided
by Mr. Maddocks and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to cancel Mr. Maddocks’ account and backdate the
cancellation to February 2024. Mr. Maddocks will receive a refund of payments made
since February 2024. Mr. Maddocks may contact Vivint’s representative directly
if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: 4931 North 300 West, Provo, Utah
84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22222910, and find that this resolution is satisfactory to me.
Sincerely,
Raymond MaddocksInitial Complaint
Date:08/30/2024
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.
Vivints catch phrase is get peace of mind today. Until your camera gets stolen twice and doesn't record who is stealing your camera or trying to get into your car. THEN when you call them to get assistance they say they can only help you by charging 500 + for new equipment that did not work. Oh this is the kicker.... if your camera is stolen so it's all of your footage. That's a great system ......They say maybe you need another spotlight because apparently their camera that has night vision doesn't work at night and the spotlights and street light covering your driveway isn't enough. But I guess ontop of everything else ....they just don't care about the safety of my family. I never expected this company to care so little about the military community and family that pays monthly for this service. Because if this was a homicide we still would have a mystery at hand since the service we pay for doesn't actually record or save the video. I suppose we would have to get legal involved in order to get answers or help.Business Response
Date: 09/09/2024
September 9, 2023
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22222011
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 11/10/20
To Whom It May Concern:
I have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ************ states that her camera was stolen twice, and it did not record the incident. She states that this has happened twice and Vivint would only sell her a new one even though she pays monthly for the service.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on 11/10/20 with an initial term of sixty (60) months which states During the term of this Agreement, Vivint will repair or service any defective part of the System. Our obligation to repair the system under this Section does not cover repairs that are needed because of an accident or acts of God which includes theft or physical damage. Despite the camera being physically damaged, Vivints records indicate that on 7/10/24, in a gesture of goodwill, a free technician replaced Ms. ***** outdoor camera that a stranger broke. The $400 camera fee and the $99 installation fee were waived. Vivints records indicate that ************ was also given a free technician to add a DVR for 24-hour recording and waived the $350 DVR fee. Vivints records indicate that ************ was given a $350 credit on 8/29/24, to help with the cost of replacing the camera. Vivints records indicate that ************ has been working with Vivints Executive Team who, in another gesture of goodwill, scheduled a free technician to replace the camera and agreed to cover the remaining cost of the camera replacement.
************ will need to work with local law enforcement and her homeowners or rental insurance company for any future replacement of equipment physically damaged or stolen from her property.
A representative from Vivint has reached out to ************ in an effort to resolve this matter. Vivint has agreed to replace the camera and has scheduled a technician to have it installed. ************ may contact Vivints representative directly at *************************************** 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:08/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to file a formal complaint against Vivint Security due to their ongoing failure to assist us in making a payment on our account. Despite no longer using their services, we have been attempting to make a payment to settle our account balance. However, Vivint has repeatedly entered our email address incorrectly into their system, which has prevented us from accessing our account online. We have contacted Vivint multiple times, requesting that they update our email address so we can access the account and make the necessary payment. Unfortunately, because we do not know our verbal password, Vivint has refused to help us resolve this issue, despite our numerous requests. We are concerned about being sent to collections for a missed payment, and we find it unacceptable that Vivint continues to withhold assistance that would allow us to resolve the situation. We are simply trying to pay what we owe, yet the company's lack of cooperation is hindering our ability to do so. We request the BBB's assistance in resolving this matter promptly to avoid any negative impact on our financial standing.Business Response
Date: 09/05/2024
September 5, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22221611
Complainant: Kyle Craft
Vivint Account #: *******
Date of Agreement: June 12, 2020
To Whom It May Concern:
I have reviewed the information provided by Mr. Craft and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Craft and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the Vivint Agreement without further penalty and to clear the balance due of $126.42. Mr. Craft 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 LegalInitial Complaint
Date:08/30/2024
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.
In June of 2023, I contacted the business to notify them that I was selling my home and would no longer need their services. They told me they would suspend my account for three months while a switchover occured. After the switchover failed, I wasn’t notified that I was still liable to pay the monthly services. I called in October of last year to cancel, in which I was told my card would not get charged. My card has been charged every month regardless of me calling in to prevent any further charges. They repeatedly told me that I must have one payment method on file. I sent a cancel notice to their email per their cancellation instructions. I am still being charged and they will not give me my refund nor will they cancel my service.Business Response
Date: 09/05/2024
September 5, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22220373
Complainant: Eric Estrada
Vivint Account #: *******
Date of Agreement: May 28, 2019
To Whom It May Concern:
I have reviewed the information provided by Mr. Estrada and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Estrada and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the Vivint Agreement effective September 27, 2023, and to provide a refund from that date forward Mr. Estrada can expect his refund to arrive within the next fifteen (15) business days via check. Mr. Estrada 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 LegalInitial Complaint
Date:08/30/2024
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 signed up on July 27th and was told the service was cellular. The salesperson came and told me that the system runs on cellular. They invest a lot in the sales practices. I would say not transparent at all. The contract would take an hour to read and they pressure you to buy and they will come install it right now. As a single woman I felt taken advantage of. THis isnt buyers remorse. I will never talk to another sales person now for anything. What was said is not what was in writing. I should've known and checked the BBB ratings ahead of time and will for all purchases. 1st: Cancellation policy 3 days. (I was not told this but apparently it is the contract that isn't discussed). 2nd: I have holes in my wall because I was told the rental company was on board. It was a weekend so I couldnt contact my rental company. I have drywall that needs repairing now.
3rd: One camera has not worked. The technician came back after installing until midnight the next day but it only worked until the internet went out. I used the chat feature on the app 6 times and they couldn't "figure' it out any of the times. They finally are sending someone after I unsuccessfully called to cancel.4th: 5 year minumum contract or they try to "lower" payment. I was told the cancellation fee is exorbanant. Equipement CANNOT be returned after you sign.
5th: You can ONLY use their equipment. overpriced. I priced out what I have and it would be$1500 less if I bought it elsewhere
6th: You have to use their installation and then they say "installation is free". When the sale person is with you, they overprice then give you "discounts" so you think youre getting a good deal.
7th: the ratings when you google I found out are from the company themselves, not customers. My power went out on after cancellation period and my system didnt work.
It does NOT work when I am not home. The system requires rebooting when the wi-fi doesn't connect so If my wi-fi reconnects while I am not home or at work overnight,Business Response
Date: 09/06/2024
9/6/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22220043
Complainant: Megan Schopp
Vivint Account #: ********
Date of Agreement: 7/28/2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Schopp and
appreciate the opportunity to respond.
In her complaint, Ms. Schopp explains her
dissatisfaction with the sales process and her equipment.
To assist Ms. Schopp, a representative has
contacted Ms. Schopp via email to address any questions or concerns. Vivint has
also added a 3-month credit to Ms. Schopp’s account to assist with the frustration.
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:08/30/2024
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 called the Citizens which holds the loans to the equipment to find the last payment I need to complete the loan as that is when I would be free to cancel Vivint. That date is in March of 2025. I called Vivint to confirm, and they state no it is 2027. After arguing with them, they were going to try to sell me more equipment which I do not want as what I had does not work reliably. recording may not be available as they claim what I have it not compatible with the amount of cameras I have. After an argument, the phone rep stated the sales rep assigned to me can contact me and I agreed to have the call me. That was on August 8th. As on August 30, no call. I want out of my contract if there is one. From what I am finding out, Vivint has not done contracts in a long time and generally stays opened until the loans are paid off. They came initially to me from a door to door sales and then a second time for the additional equipment. I will be willing to pay off the loan I had to go rid of Vivint.Business Response
Date: 09/07/2024
September 7, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22219403
Complainant: Michael Bowen
Vivint Account #: *******
Date of Agreement: 9/19/20
Upgraded Agreement 7/6/22
To Whom It May Concern:
I have reviewed the information provided by Mr. Michael Bowen and appreciate the opportunity to respond.
In his complaint, Mr. Bowen states that he called Citizens to find out when his loan would be paid off. He was told 3/2025. He called Vivint and was told he was under contact until 2027. He is having issues with the camera recordings and requested to cancel his account. On 8/8/24, he was told the sales rep would contact him but as of 8/30/24 he has not heard from him.
Vivint’s records indicate that Mr. Bowen signed a Purchase and Services Agreement (Agreement) on 9/19/20 with an initial term of sixty (60) months. Vivint’s records indicate that Mr. Bowen upgraded his equipment and signed new a Purchase and Services Agreement (Agreement) on 7/6/22 with an initial term of sixty (60) months which states "If during the Initial Term of this Agreement, you terminate this Agreement without legal excuse, you agree to pay to us an early termination fee. The early termination fee is not a penalty, but rather a reasonable charge to compensate us for your failure to fulfill the terms of the Agreement. The early termination fee shall be an amount equal to any monitoring and services fees due and unpaid for services provided prior to the termination date, plus 50% of the services fee that you would have paid for the remainder of the Initial Term, and all amounts owing for the purchase of any equipment." Vivint’s records indicate that Mr. Bowen called Vivint on 8/8/24 and requested to cancel due to recording issues with his cameras. His Agreement was explained, and he felt the Agreement was incorrect.
A representative from Vivint has reached out to Mr. Bowen in an effort to resolve this matter. Vivint agrees to one of the following. To send a free technician to resolve all issues with Mr. Bowen’s cameras, recordings and any other issues He may be having. If Mr. Bowen wishes to cancel, Vivint agrees to allow early termination and waive the 38 months of left on his Agreement and forgive the $598.69 early termination fee once the past due balance on his account has been brought current. Mr. Bowen may contact Vivint’s representative directly with how he wishes to proceed or 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 LegalCustomer Answer
Date: 09/09/2024
Complaint: 22219403
I am rejecting this response because:Vivint has not reached out to me in any form to resolve my issue. My balance is current.
Sincerely,
Michael BowenBusiness Response
Date: 09/13/2024
September 13, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22219403
Complainant: Michael Bowen
Vivint Account #: *******
Date of Agreement: 9/19/20
Upgraded Agreement 7/6/22
To Whom It May Concern:
I have reviewed the additional information provided by Mr. Michael Bowen and appreciate the opportunity to respond.
Vivint’s records indicate that Mr. Bowen brought his account current on 9/9/24. His account was cancelled once the payment cleared. Mr. Bowen has no further obligation to Vivint and may contact Vivint’s representative directly with how he wishes to proceed or 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:08/30/2024
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 services are a constant problem. Security system and cameras constantly go offline and equipment is faulty and even with protection plan Vivint doesn't honor or replace faulty equipment for free. They claim equipment is fine and never replace for free. They claim they couldn't remove 2 locks when I moved and made me pay a discountof $99 each for 2 replacementt locks. Refusing to honor if I left old equipment I'd get new equipment for half price. Everythingthey tell you to sell you equipmentand services are lies never honored. System is always going offline then online again. 2 break in attempts yet vivint cameras were no help because they never stay online and the playback dvr is trash so if equipment is not workingor damaged the recordings are not accessible. Even thoughyour charged $250 for dvr drive yet there is no cloud service to access recordings but faulty app that doesn't work most of the time. App doesn't load or takes forever to load. If a tech needs to come out it's a month or so to have someone come fix something. This z wave technology horrible and because of it my whole system does not work so after paying for equipment on my garage I'm being told it will not be serviced or work on the system after being made to get extenders for internet so equipment could work. **************** is pointless they just want to argue and make you deal with bad service with absolutely no compensation or resolution telling customers its a firmware problem like that makes it better when really that's worse becauseit means this will continueto be a problem that wo t he resolved. So I have a security smart home system that doesn't secure and isn't smart.the panel always need to be rebooted. It freezes and has minimal featuresas does the too expensive equipment cameras locks sensors ect. That don't even perform well half of the time. Camera images are shoddy grainy Zoom freezes cameras Clips won't play have to constantly force close app uninstall and reinstall app.Business Response
Date: 09/06/2024
September 6, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22218954
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: July 21, 2021
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 determine if the system is unserviceable or not. If serviceable, the Smart Home Professional will complete a full system check replacing any equipment with same/like equipment at no cost. Vivint also agrees to provide the two (2) installed door locks and one (1) doorbell camera pro gen2 at free of charge by removing them from the billing. Vivint also agrees to remove two (2) $5 video service fees for the remainder of the monitoring service agreement lowering the monthly service fees by $10. **************** 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:08/29/2024
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.
04/2024 I reached out to Vivint to start services for products that was already installed in the home previously before I moved in. when I reached out to them, they stated that they were having technical difficulties with the equipment that is already installed in the home, so they will have to send a technician out for repair, they never sent a tech out for repair and they equipment never functioned so I just said forget about Because I spend countless hours on the phone, trying to troubleshoot the equipment and it still didn’t work. Fast-forward today, 8/29/ 2024 I receive a bill in amount of $243.64 for services For the equipment that was already installed in this home the equipment never worked. The cameras were never viewable from the house or from the app they requested me to download now they’re saying that im stuck in a contract and must buy myself out, Which makes no sense because the equipment never worked nor did they ever send me a bill up until today. I never received the bill from the months of April up until now. They claimed that they have Billed me for services but How can you bill for something that’s not in use or not working. I never knew the service started because they never worked and they also never sent a tech out so I never followed up until today when I saw the bill when I reached out to them today they claimed the money is owed and there’s no way to cancel services. I want the bill refunded And I also want services canceled. Everything from start to finish was falsified. They never sent a technician out nor did they make sure the equipment was working properly for all these months and when I reached out to them, they verified that there are several issues with the equipment because it is older equipment. The Equipment is malfunctioned why am I being charged, I want nothing to do with this company. To resolve this, I want to Bill to zero balance and I want service canceled. The bill even looks sketchy. This is the first bill receivedBusiness Response
Date: 09/05/2024
September 5, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22217398
Complainant: Alonzo Wells
Vivint Account #: ********
Date of Agreement: April 22, 2024
To Whom It May Concern:
I have reviewed the information provided
by Mr. Wells and
appreciate the opportunity to respond.
In his complaint, Mr. Wells states that he started service for a
home that already had equipment. Mr. Wells states that the equipment never
worked and the technician that was scheduled never showed. Mr. Wells states
that he decided to cancel, however, Vivint informed him that he was locked into
a contract. Mr. Wells desires to have the monitoring service cancelled.
Vivint’s records indicate that Mr. Wells signed a Purchase and
Services Agreement (“Agreement”) on April 22, 2024. On April 22, 2024, Mr. Wells
called Vivint due to login and thermostat issues. On August 29, 2024, Mr. Wells
called requesting to be refunded due to not having access to the equipment. Vivint’s
representative explained that nothing had been reported since April 22, 2024,
related to equipment issues. Troubleshooting was offered but declined and Mr.
Wells refused to make any payments saying his system has never worked. Vivint’s
representative advised Mr. Wells that a buyout payment would be needed in order
to cancel the Agreement.
A Vivint representative has attempted to reach Mr. Wells to assist
with this matter via email. After reviewing the account, Vivint agrees to
cancel the monitoring service effective September 5, 2024, waiving the
outstanding balance. Mr. Wells has no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. Wells may contact Vivint’s 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: 4931
North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention
Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/29/2024
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 had an account with Vivint and tried to cancel on 5/3/24 due to me selling my house. I called in and they told me I’d have to pay May because it was the 3rd of the month. So I did. Then they informed me the new home owners would need to do an account take over. Which they did and then they’d close out my account. They have billed me every month since then and I’ve spent over 6 hours in the last couple of months on the phone with them and I keep hearing that my account is in pending to cancel status. I want my account closed and I want them to stop calling and billing me!Business Response
Date: 09/05/2024
September 5, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22216346
Complainant: Ashley Alberson
Vivint Account #: 9924008
Date of Agreement: July 1, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. Alberson and appreciate the opportunity to respond.
In her complaint, Ms. Alberson states that she cancelled her account on May 3, 2024, due to selling her home. She states the account was supposed to be taken over and cancelled. Ms. Alberson states Vivint has continued to bill her. Ms. Alberson desires cancellation.
Vivint’s records indicate that Ms. Alberson signed a Purchase and Service Agreement (“Agreement”) on July 1, 2023. On May 3, 2024, Ms. Alberson requested to cancel the Agreement due to moving. Ms. Alberson informed Vivint she would call back when she reached a final decision. On August 27, 2024, Ms. Alberson reported that her account was supposed to be cancelled.
A Vivint representative attempted to contact Ms. Alberson via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Vivint Agreement effective May 1, 2024, with a refund from that date forward. Ms. Alberson 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 LegalBusiness 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 #: 22216346
Complainant: Ashley Alberson
Vivint Account #: *******
Date of Agreement: July 1, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. Alberson and appreciate the opportunity to respond.
In her rebuttal, Ms. Alberson states that she has spoken with Vivint several times and has been told that her account would be closed. She states Vivint has failed to close her account. Ms. Alberson desires cancellation and a refund.
Vivint’s records indicate that Ms. Alberson signed a Purchase and Service Agreement (“Agreement”) on July 1, 2023. On May 3, 2024, Ms. Alberson requested to cancel the Agreement due to moving. Ms. Alberson informed Vivint she would call back when she reached a final decision. On August 27, 2024, Ms. Alberson reported that her account was supposed to be cancelled.
A Vivint representative attempted to contact Ms. Alberson via email in efforts to resolve this matter. Vivint has confirmed the account of Ms. Alberson is closed and a refund check has been sent. Ms. Alberson can expect the check to arrive within 15 business days. Ms. Alberson 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: 09/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22216346, and find that this resolution is satisfactory to me.
Sincerely,
Ashley Alberson
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.