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.
- 2,964 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:08/27/2024
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.
Earlier last month I switched from ADT to Vivint when one of their sales reps came to my house and went over the details of how it works, he told me that they would do a buyout from ADT and that if I needed one I could contact Vivint after we got signed up with them. So I did this but they told me that they would only do a buyout if we had put it in our contract with Vivint on the day we signed up with their sales rep. They understood that the sales rep told us to call them and that they would need a verbal or written proof from him that he offered the buyout. They refused to give a phone number so that we could attempt to reach him. It has been over a month now and they were unable to reach him via phone or email and because of this are refusing to do the buyout that we were promised.
Business Response
Date: 09/04/2024
9/4/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22202461
Complainant: Austin Fickbohm
Vivint Account #: 10782262
Date of Agreement: 7/8/2024
To Whom It May Concern:
I have reviewed the information provided
by Mr. Fickbohm and
appreciate the opportunity to respond.
Vivint’s Executive Resolution Department
contacted the sales representative and the sales representative stated he did
not offer to pay the buyout of the previous contract. Vivint offered to add a
6-month credit to Mr. Fickbohm’s account to which he accepted.
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: 09/04/2024
Complaint: 22202461
I am rejecting this response because while the person I had talked to was very kind and understanding, their salesman lied to us in saying that we could just call them if we needed a buyout done. Which in turn cost us a little over $1,000 for the buyout. As well as lied to Vivent in telling them that he never offered a buyout.
Sincerely,
Austin FickbohmInitial Complaint
Date:08/27/2024
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 asked Vivint Customer Service to cancel my account on Monday Aug 26,2024 at or around 11 am est. I was put on hold for an extended period of time. The agent returned and wanted me to reconsider canceling the service and I said no the decision was made. I was put on hold again for an extended period of time. The agent returned and informed i must be transferred to customer loyalty. I was put on hold for an extended period of time. Customer loyalty asked why I was calling and I repeated previous conversation. I was put on hold for an extended period of time. The agent returned and informed that I must listen to all the reasons they could make the purchase of over $1000+ of updated equipment more affordable for me. I replied no, my mind was made up. She said I must listen to all she had to inform me before she would provide the email address I must send to Vivint to cancel. We went back and forth, she refused to provide the email address. I hung up. Immediately, I sent an email to customer support and requested the service be cancelled. I have received no further contact from Vivint to date. Thank you, Sara G DrewsBusiness Response
Date: 09/04/2024
September 4, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22201362
Complainant: Sara Drews
Vivint Account #: *******
Date of Agreement: March 12, 2016
To Whom It May Concern:
I have reviewed the information provided
by Ms. Drew and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Drew and a resolution has been agreed upon. At this time, Vivint has agreed
to cancel the monitoring service effective August 26, 2024. Ms. Drew has no
further obligation to Vivint. Ms. Drew 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* ********* ********** *** * ******
Sincerely,
Vivint LegalCustomer Answer
Date: 09/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22201362, and find that this resolution is satisfactory to me.
Sincerely,
Sara DrewsInitial Complaint
Date:08/26/2024
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 July 4,2022 I signed a contract with
a Vivint representative who came to my home. I was explicitly told when it was it explained to me that I was financing my equipment and once the equipment was paid in full I could cancel my contract with Vivint Home security. I distinctly told the gentleman that I did not want to be obligated to a long term contract and he again stated once the equipment was paid I could cancel. I completed paying my financed security equipment and tried to cancel my service today and for 1.5 hours they put me on and off hold and gave me the run around before telling me I had to pay $800 to buy out my contract. I now have my 83 year old mother living me and have had her in my home since January and can no longer set an alarm because she is not in a position of remembering to turning off the alarm. This company scams and lies from the start and I wish I had done my due diligence and looked here before signing anything with them.Business Response
Date: 09/04/2024
September 4, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22200226
Complainant: Julie Smith
Vivint Account #: *******
Date of Agreement: 7/4/22
To Whom It May Concern:
I have reviewed the information provided by Ms. Julie Smith and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. Smith and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. Smith’s Agreement and waive the 30-day cancellation period. Ms. Smith may contact Vivint’s representative directly with 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:08/26/2024
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.
June 29th My wife and I called to find out how much we still owe on the equipment that did not work. Billing dept stated the equipment has been paid off since late of 2022 and stated that we needed to call customer service as he saw a note that we had cancelled but we had continued to be charged. He transferred us to CS who also acknowledged this mistake but made us cancel again or we were going to continue to be charged monthly service fees. We then had to cancel a 2nd time via email and were told the Loyalty Dept would be in touch and handle any refund. Approx $1200. It has been 3 months. 7 calls to the Loyalty dept. Each time I ask for a Supervisor and I am left on hold for 30 min plus or when it transfers it goes to voicemail and I get no calls back. At this point I not only want my money back but I feel it would be just to compensate me for the overcharge equipment that quit working 3 years ago. I also have to fix the holes in my living room wall due to the installation of equipment.Business Response
Date: 09/04/2024
September 4, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22199717
Complainant: Emmett Wyrick
Vivint Account #: *******
Date of Agreement: May 17, 2018
To Whom It May Concern:
I have reviewed the information provided by Mr. Wyrick and appreciate the opportunity to respond.
In his complaint, Mr. Wyrick states that he was told his equipment was paid off in late 2022 and that his service was cancelled. He states he was still being charged and was told by Vivint he would get a refund of $1,200.00. Mr. Wyrick desires a refund.
Vivint’s records indicate that Mr. Wyrick signed a Purchase and Service Agreement (“Agreement”) on May 17, 2018. On June 28, 2024, Mr. Wyrick requested the cancellation of his account stating he cancelled the Agreement two (2) years ago. On July 2, 2024, Vivint received the required cancellation request via email from Mr. Wyrick. On July 25, 2024, the Agreement of Mr. Wyrick was cancelled. On August 5, 2024, Vivint informed Mr. Wyrick an investigation would be conducted regarding the cancellation request and the refund would be pending the result of the investigation. Vivint finds that there is no request for cancellation in their records until June 28, 2024.
A Vivint representative attempted to contact Mr. Wyrick via email in efforts to resolve this matter. Vivint offers compensation in the amount of $600.00 in an attempt to resolve this matter. Mr. Wyrick 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:08/26/2024
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 8/20 my outdoor camera stopped working. On 8/25 I contacted Vivint. I was informed that my camera was no longer working and would need to be replaced. I was informed that my camera was still under warranty but since they changed models I would have to buy a new camera. I do not feel that I should have to pay for a new camera if it was still under warranty.Business Response
Date: 09/03/2024
September 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22199017
Complainant: Judy Cretors
Vivint Account #: *******
Date of Agreement: February 24, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. Judy Cretors and appreciate the opportunity to respond.
In her complaint, Ms. Cretors explains that her outdoor camera stopped working and when she contacted Vivint to replace it, she was told to buy a new camera. Ms. Cretors desires a replacement at no additional cost.
At this time, Vivint agrees to dispatch a technician to Ms. Cretors’s home at no cost to resolve her camera concerns.
Vivint’s records show that Ms. Cretors signed a Purchase Service Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $64.99, and total equipment fee of $3,247.45 that was financed through Citizens, plus any applicable taxes, during that term.
Vivint agrees to the above resolution and approves a free in-home technician visit to resolve her camera issues without any additional charges. For any additional questions or concerns regarding this matter, Ms. Cretor is encouraged to reach out directly to (t****************** / 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: 09/04/2024
Complaint: 22199017
I am rejecting this response because:I have spent over 2 hours on the phone with support with multiple agents. All of whom said that the camera was not functional and the only choice was to upgrade. I am willing for a technician to come out but if they determine the camera is non functional then what is the next step. We will be in the same situation we are in now.
Sincerely,
Judy CretorsBusiness 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 #: 22199017
Complainant: Judy Cretors
Vivint Account #: *******
Date of Agreement: February 24, 2022
To Whom It May Concern:
I have reviewed the addiotnal information provided by Ms. Judy Cretors and appreciate the opportunity to respond.
Vivint stands by its previous resolution and will resolve Ms. Cretors concerns without any addiotnal charges.
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:08/26/2024
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 REGRETTABLY signed a contract with Vivint, and were made several promises:
Our current ADT contract/bill would be paid off and taken care of by Vivint.
Our current hardware from ADT would be compatible with Vivint software.
Installation would be seamless and easy, and if we had a problem with any equipment, someone would come out to fix it.
Once everything was installed and in working order, we would have several days to consider the new equipment and cancel if wanted.
NONE of these were true or correct.
Installation was a mess. We had 4 kids sleeping and told them this, but they thought it appropriate to send someone out at 8pm who stayed until 10:30pm to install hardware. He couldn't even complete the set-up because of the sleeping kids. Half the hardware didn't work. So he had to come back, but he didn't show up the next time. The third time he showed up 2 hours late.
Then they said we had to buy additional equipment (window sensors) because the ADT ones wouldn't work. They also couldn't get half the apps to work on my phone with the hardware.
The new door lock looks HORRIBLE because it doesn't fit the paint job of the old lock. No solution was offered for this.
We are still being billed by ADT AND VIVINT because Vivint has not paid off the ADT bill. We are having to figure it out ourselves, even though we were promised we wouldn't have to. The sales rep lied to our faces about the entire process.
We want to be DONE with vivint but are being told we are past the cancellation grace period… but still all our equipment doesn't work, so I don’t understand how our grace period ever started.Business Response
Date: 09/04/2024
September 4, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22197773
Complainant: Devin McBride
Vivint Account #: ********
Date of Agreement: August 5, 2024
To Whom It May Concern:
I have reviewed the information provided
by Mr. McBride and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Mr. McBride and a resolution has been agreed upon. At this time, Vivint has
agreed to schedule a Smart Home Professional to remove the equipment. Once
remove, 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. Mr. McBride 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:08/26/2024
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 March 2024, I was notified by Vivint's billing department that my account was past due on my home alarm monitoring system. I have two accounts with **********************. I pay both through my bank auto pay every month. My bank verified that the payments were sent on time. After lots of research back and forth Vivint recognized that there has been an error on their end and they would correct it. They did give me credit for the account that they deemed delinquent. Three months later I began getting past due notifications similar to the incident in March. I again reached out to Vivint billing. They asked me to provided proof of payment (canceled checks) which I emailed. I escalated this to two supervisors in April or May and again in August. I am still getting calls that one of the accounts is past due, despite sending all supporting documents. I have spoken to several service **** and supervisors and not able to get this resolved as of 8/26/24.Business Response
Date: 09/03/2024
September 3, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22196941
Complainant: ************************* Bolds
Vivint Account #: *******
Date of Agreement: February 10, 2018
To Whom It May Concern:
I have reviewed the information provided by ****************** ***** and appreciate the opportunity to respond.
In her complaint, ****************** ***** states that in March of 2024 she was notified by Vivint that one of her accounts was past due. She states Vivint noticed an error on their end and would fix it. ****************** ***** states three (3) months later she began getting past due notifications again. ****************** ***** desires a billing adjustment.
Vivints records indicate that ****************** ***** signed a Purchase and Service Agreement (Agreement) on February 10, 2018. On August 26, 2024, ****************** ***** was offered and accepted three (3) months of free service due to billing issues.
A Vivint representative has attempted to contact ****************** ***** via email in efforts to resolve this matter. Vivint has explained to ****************** ***** that the only account with a past due balance of $1.34 is located at ****************************************. ****************** ***** 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 LegalCustomer Answer
Date: 09/06/2024
Complaint: 22196941
I am rejecting this response because: Vivint failed to research this complaint properly. There is no mention of the multiple calls, escalations to supervisors or documentation of my extensive complaints. Vivint response did not address the June, July and August complaint of not properly applying on time payments for ******************************, and labeling my account delinquent, calls from collection thus repeating the same problem that happened in March, 2024. Vivint also did not address the hassle of me having to prove I paid on this account regularly and on time. I am offended at lack of research and awareness. To date, I have cancelled my service with Vivint. They have promised to credit my account as paid, (applied the right payments to the right account) and to refund my September's payment.
Sincerely,
*****************************Initial Complaint
Date:08/26/2024
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 got the system & moved shortly after because we sold our house to live with family while looking for one to build. I understand I’m in a contract but they did not say you had to pay a monitoring fee whether you were using the equipment or not. Then every single time I call I get told different things- can only do a 12 month deferment but then get told you can call after one is done to do another but then told you can it’s only 12 months total. Then I can’t log in online & am told I have to get into the panel in order to log in. Then told I have to pay a balance I was behind on(wanted to log into account cause I thought I had already paid the moving fee & they were double charging me). Finally take the panel somewhere to log in & STILL can’t do that because I have to be caught up on payments to do so. Then get told they’re going to cancel my account unless I pay. I make a payment & then they charge that card the rest of the amount I owed unauthorized the day I talked to them & said not to charge my card. I was NEVER told they were automatically charge my card if it was not paid. Just that they would cancel my account. I should not be told something different every single time I call & be passed around. Equipment is great but the company & customer service is SHIT. I absolutely do not want to give them anymore money but for something so expensive I can’t just not be able to use what I’m paying for.Business Response
Date: 09/03/2024
September 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22196684
Complainant: Haley Chrisman
Vivint Account #: *******
Date of Agreement: September 9, 2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. Chrisman and
appreciate the opportunity to respond.
In her complaint, Ms. Chrisman states that she moved shortly after
purchasing a Vivint security system. Ms. Chrisman states that she has been
provided with different information on the length of a deferment and has been
told she has an outstanding balance on the account. Ms. Chrisman states that
she is unable to login to the panel due to being behind on payments. Ms. Chrisman
desires to be able to use the equipment and service for which she is paying.
Vivint’s records indicate that Ms. Chrisman signed a Purchase and
Services Agreement (“Agreement”) on September 9, 2022. On November 28, 2022,
Ms. Chrisman called to cancel due to moving. Vivint’s representative explained
the cancellation process. Ms. Chrisman decided to go with a deferment, however,
it was denied due to her length of service with Vivint, which was explained and
Ms. Chrisman understood. There is a requirement of a minimum of six (6) months of
service to qualify. On February 27, 2023, Ms. Chrisman called to schedule an
appointment to have the equipment removed; on March 9, 2023, the equipment was
removed. On March 10, 2023, Ms. Chrisman requested a deferment; a deferment was
approved and applied for twelve (12) months. On March 8, 2024, Ms. Chrisman
called to have another deferment applied, however, she did not qualify as only
twelve (12) months of deferment can be used over the sixty (60) month term.
Vivint’s representative approved and applied three (3) free monitoring service
fees for assistance. On April 22, 2024, Ms. Chrisman called because she
attempted to login to her account to check her billing status but was unable to.
During August 2024, Ms. Chrisman called Vivint regarding her outstanding
balance. There was an agreement to match a payment made on August 13, 2024. August
16, 2024, Ms. Chrisman called looking to defer her payments as her home was
still being built and copies of her invoices for June and July 2024. On August
26, 2024, Ms. Chrisman called requesting to cancel. Vivint’s representative
explained the cancellation process and provided a credit for assistance.
A Vivint representative has attempted to reach Ms. Chrisman to assist
with this matter via email. After reviewing the account, Vivint has offered to
cancel the monitoring service effective September 3, 2024, however, Ms. Chrisman
will remain responsible for the equipment line of credit with Citizens.
To resolve this matter, Vivint has offered the resolution as stated
above. Ms. Chrisman 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:08/26/2024
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 sales representatives are currently trespassing on our rental property, Viviano at Riverton. They are misleading customers into purchasing Vivint to currently replace the system that comes with the rental property. The sales rep is spreading false information by telling residents that the office observes their ring camera, and stating that the office has authorized this change. So far about 15 residents have been affected and duped into paying for a service they cannot use at a rental property.Business Response
Date: 09/04/2024
September 4, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22196640
Complainant: Giselle Laws
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided by Ms. Gisselle Laws and appreciate the opportunity to respond.
In her complaint, Ms. Laws explains that Vivint sales representatives are currently trespassing on their rental property and misleading customers to switch over to Vivint. She further explains that so far 15 residents have been affected by this.
The kind of behavior Ms. Laws has reported is not consistent with Vivint’s policies and will be reported to the sales management in Ms. Laws’s area. Vivint apologizes for any inconvenience this may have caused and appreciates Ms. Laws’s feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness 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 #: 22196640
Complainant: Giselle Laws
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the additional information provided by Ms. Gisselle Laws and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
For any additional questions or concerns regarding this matter, Ms. Laws is encouraged to reach out directly to (******************* / 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: 09/17/2024
Complaint: 22196640
I am rejecting this response because: I do not think its a solution to have Vivint stand by the previous response when there is video evidence of their sales rep trespassing and tricking renter's into signing up for Vivint. All we need is Vivint to reach out to their sales rep and prevent others from entering the property.
Sincerely,
Giselle LawsInitial Complaint
Date:08/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had an issue with my equipment for a move request. May 22nd I spoke with a representative regarding my move from VA to SC. I was told to leave the equipment at my previous home. The rep told me it would be "easier for the technician" to install new equipment at my new address. He told me that I could "leave the equipment" at the home "or sell it" in order to avoid a technician out to uninstall the equipment. Hence, I left the equipment there as I was told to do. I had an installation scheduled at *** ***** *** ****** ****** ** ***** where the technician told me I had to finance the new equipment for 1620$. The requested transcripts of the 3 conversations I had with other representatives at your company who told me the same thing that would be "at no charge to me" for the new equipment at my new address. However, I am now being told that I need to pay for new equipment. Absolutely not! I have also asked the representative that was supposed to be assisting me, and I am being refused those transcripts that I have requested to prove what I was told more than once that there was going to be no charge to me since I was told to leave the equipment in Norfolk, VA.. The technician did not end up installing any equipment at the new address because of this. I stayed on the phone with the rep for 2 hours who "reviewed the transcripts", yet I am being told, no, I cannot have the transcripts unless I file legal action. I was then asked if someone could "to the old home and remove the equipment". I told them that I had no idea who lives there currently. I also continued with, "if you get the old equipment" from that house to mail it to me so the technician who comes back to install it has that same equipment. I was told that they "cannot ship me a box of that equipment". I refuse to finance new equipment when I was specifically told to "leave the equipment there" or sell it. I am still awaiting transcripts of those phone calls so I can take legal action.Business Response
Date: 09/03/2024
September 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22196559
Complainant: Kelly Buchanan
Vivint Account #: *******
Date of Agreement: February 21, 2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. Buchanan and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Buchanan and a resolution has been agreed upon. At this time, Vivint has
agreed to cancel with forgiveness the remainder of the monitoring service agreement
effective May 22, 2024, and to refund all payments made directly to Vivint from
that date forward. Ms. Buchanan 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: **** ***** *** ***** ****** **** *****, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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