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
- 8,357 total complaints in the last 3 years.
- 2,960 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:08/26/2024
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.
My panel only showing one sensor notification and when I called they said I had no insurance for tech to come out. They stated that they sent an email canceling my insurance in the middle of a contract. They also told me that that my equipment was under warranty, but they need a tech to the tune of $50 or more to come out first to see if it’s not if it’s malfunctioning when clearly it’s malfunctioning, they weren’t willing to work with me. They broke a contract by canceling me and not in the middle of a contract. My notifications are delayed. The panel is only showing one sensor versus all of the sensors in my house. If they go off the equipment doesn’t work anything like it used to and we’ve been with this company for 4 1/2 years they’re horrible.
Business Response
Date: 09/04/2024
September 4, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22196412
Complainant: Deanna Holliday
Vivint Account #: *******
Date of Agreement: 8/25/18
To Whom It May Concern:
I have reviewed the information provided by Ms. Deanna Holliday and appreciate the opportunity to respond.
In her complaint, Ms. Holliday states that she is not getting notifications on her panel or app. She claims she had insurance that was canceled in the middle of her contract. She does not believe she should have to pay a technician fee.
Vivint’s records indicate that Ms. Holliday signed a Purchase and Services Agreement (Agreement) on 8/25/18 with an initial term of sixty (60) months which states “Vivint will provide a replacement for any defective part without charge, but you will pay a visit charge for each service call. Vivint’s obligation to repair the system does not cover repairs for any reason except a defect in the equipment.” Vivint’s records indicate that Ms. Holliday called on 8/26/24 and spoke with a supervisor. After the issue had been resolved, Ms. Holliday requested a technician, claiming the panel was hot. The required technician fee was discussed and a credit for a free month of monitoring was offered to help with the cost of the technician fee, but Ms. Holliday declined and disconnected the call. Vivint’s records indicate that Ms. Holliday has had an excessive number (40+) of free technicians and free equipment that were given in a gesture of goodwill and without completing troubleshooting. For this reason, Vivint requires that Ms. Holliday must complete all troubleshooting, as required by her signed Agreement, prior to receiving a technician or free shipped equipment.
A representative from Vivint has reached out to Ms. Holliday in an effort to resolve this matter. Vivint agrees to provide a $49 credit towards the technician fee if it is determined, after completing the required troubleshooting, that one is needed. Ms. Holliday may contact Vivint’s representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date: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 schedualed an install of the security system. It took 3 weeks to get the appointment. During that appointment, the technician damaged the home which required painting and spackling to repair and the tech was still unable to compelte the job. The next availabe appoingment is not until October. I then requested to cancel and to be reimbursed for the new quipment that was not instialled and cancel the contract. They are stating that even thoough the system is not working and they can get someone out here until October, I cannot canel the contract.Business Response
Date: 09/04/2024
9/3/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22195911
Complainant: Elena Greer
Vivint Account #: ********
Date of Agreement: 12/8/2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. Greer and
appreciate the opportunity to respond.
In her complaint, Ms. Greer explained her
dissatisfaction with the scheduling of the installation of her newly purchased
equipment.
A representative from Vivint’s Legal Department
has contacted Ms. Greer via email to assist her with her 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:08/26/2024
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 Home ******** **** ******** *** ***** ****** ** *****
Date of Purchase: 08/08/2024
Final Installation Date: 08/15/2024
Date of Complaint: 08/22/2024
I am writing to file a formal complaint against Vivint Home Security due to deceptive and predatory business practices, as well as discriminatory behavior that made me feel unsafe in my home.
On 08/08/2024, I signed a contract with Vivint, believing that services would begin once all equipment was installed. However, Vivint claims services started on 08/08/2024, despite installation being completed on 08/15/2024. When I contacted customer service on 08/22/2024 to cancel, I was told I would be charged an early termination fee, contradicting the salesman’s assurances.
The Vivint salesman, Jordan, solicited services in my HOA neighborhood, which has a no-solicitation policy. He insisted on entering my home, and as a gay individual, I felt pressured to allow him in. His behavior was aggressive, and when I asked him to leave because I had to go out, he refused until I signed the contract. This made me feel intimidated, and I reluctantly signed under duress. The initial installation was incomplete, with only the wall panel and one camera installed. The remaining equipment wasn’t installed until 08/15/2024.
Jordan’s conduct made me uncomfortable, as he made comments that felt exploitative of my situation as a gay individual living alone. His behavior was unprofessional and discriminatory.
When I raised these concerns with Vivint’s customer service, I was met with resistance. Despite the delayed installation and the salesman’s misleading claims, representatives and a supervisor insisted I would be responsible for an early termination fee.
Given these deceptive practices and discriminatory behavior, I believe Vivint has breached its contract. I request that my contract be canceled without an early termination fee and that Vivint addresses these issues to prevent future occurrences.
Thank you for your assistanceBusiness 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 #: 22183107
Complainant: Logan Ellis
Vivint Account #: ********
Date of Agreement: August 8, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Logan Ellis and appreciate the opportunity to respond.
In his complaint, Mr. Ellis explains that he has felt unsafe due to deceptive and predatory business practices. He further explains that he requested cancellation on August 22, 2024, and was told he would be charged an early termination fee contradicting what the salesman promised. Mr. Ellis desires cancellation under breach of contract.
At this time, Vivint agrees to cancel Mr. Ellis’s Agreement and Fortiva loan if the equipment is returned.
Vivint’s records show that Mr. Ellis signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $74.46, and total equipment fee of $3,577.91 that was financed through Fortiva, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. Mr. Ellis may contact ([email protected] / 801-229-6087) to return his equipment. Following this, Vivint will refund all payments made, cancel his Agreement and credit the balance owed on equipment loan within 5-7 business days.
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: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 was duped into acquiring their service. They didnt make me aware that they were doing a credit check and opening a line of credit. He said he was setting up auto pay. The only reason I reluctantly agreed is because he lied and said I could cancel in thirty days. The equipment doesnt work, They now will not let me cancel. Now they say I only had three days to cancel. The only thing worse than the service is the crooked sales people and the complete dishonesty and lack of integrity of the company. I have read SEVERAL reviews and complaints that are very similar to mine. This is not an isolated incident but rather a common practice. I would like to cancel their service and have my credit restored by reversing the inquiry I did not agree to in the first place. The date of the incident was around August 3, 2024.Business Response
Date: 09/03/2024
9/3/2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22195203
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 8/3/2024
To Whom It May Concern:
I have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ explains her dissatisfaction with the sale of the system and the equipment. ************ requests cancellation of the account and line of credit.
To assist ************, Vivint is willing to cancel and refund the account and line of credit upon receipt of the equipment.A representative has contacted ************ via email to schedule a system removal appointment.
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: 09/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:08/25/2024
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 express my frustration and concern regarding the ongoing issues with my Vivint front door lock, which have persisted for over two weeks. Despite my repeated attempts to resolve the matter, the situation remains unresolved, putting my safety and security at risk.
I initially contacted Vivint's support team to report that my front door lock was malfunctioning. However, I was repeatedly told by various representatives that the issue was due to low battery levels and that I simply needed to replace the batteries. After insisting multiple times that the problem was with the battery pack itself, not the batteries, I was finally sent a new battery pack. Unfortunately, it took over a week for the new battery pack to arrive, leaving me without a functioning front door lock and without a secure way to lock my home during that time.
Despite receiving the new battery pack, the issue with the front door lock persists. I am still unable to use it, which is extremely concerning given that I rely on this lock to secure my home. When I reached out to Vivint's support team again via online chat, I was informed that I would need to pay for a technician to come and inspect the door. I find this absolutely unfair, especially considering that last year, I was offered a courtesy credit to have someone inspect the door for free due to a different issue. Although I did not accept that offer at the time because I was able to resolve the issue on my own, I believe that the current situation warrants the same level of support.
Given that I pay a monthly fee to have my home monitored by Vivint, it is unacceptable that I have been unable to properly secure my home for an extended period of time. I am requesting that this issue be resolved as soon as possible and that my front door lock is made fully operational without any additional charges.
Please address this matter with the urgency it deserves. I look forward to your prompt response and a satisfactory resolution.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 #: 22193944
Complainant: Brianna Jordan
Vivint Account #: *******
Date of Agreement: June 3, 2022
To Whom It May Concern:
I have reviewed the information provided by Brianna Jordan and appreciate the opportunity to respond.
In her complaint, Ms. Jordan claims that she has called repeatedly about her door lock not working. The battery pack was corroded and Vivint sent a free replacement which did not resolve the issue. She feels that since she pays for monitoring it is unacceptable that her lock isn’t working.
Vivint’s records indicate that Ms. Jordan signed a Purchase and Services Agreement (Agreement) on 6/3/22, with an initial term of sixty (60) months which states “At our discretion, service may be provided by shipping replacement equipment to your installation address for self-installation. If we provide service by shipping your replacement equipment for self-installation, you may be able to purchase professional installation of the replacement equipment for an additional fee. So long as Vivint is providing services pursuant this Agreement, Vivint will provide a replacement for any defective part without charge, but you will pay a visit charge for each service call” Vivint’s records indicate that Ms. Jordan has only contacted Vivint regarding her door lock twice. Vivint’s records indicate that Ms. Jordan called on 7/30/24 regarding her past due bill. She mentioned her door lock was making a weird noise but did not have time to discuss it. Vivint’s records indicate that Ms. Jordan called on 8/14/24, it was determined that there was corrosion in the battery pack. Vivint approved sending a new battery pack and agreed to waive the required shipping fee. Vivint’s records indicate that Ms. Jordan called on 8/16/24 and spoke with a supervisor because she did not wish to trouble shoot and wanted a technician but did not want to pay the required technician fee. The supervisor offered to give a credit for 1 free month to help offset the required technician fee, but Ms. Jordan insisted that the technician be free then she stopped responding and the line disconnected. Vivint’s records indicate that Ms. Jordan contacted Vivint via chat on 8/22/24 to find out when her lock would be delivered and demanded compensation for the inconvenience. Vivint’s records indicate that Ms. Jordan was given a $10 goodwill credit, and it was explained that the lock should arrive soon. Vivint’s records indicate that according to the USPS tracking, the battery pack was delivered to Ms. Jordan’s mailbox on 8/22/24. Vivint’s records do not indicate that Ms. Jordan contacted Vivint to let Vivint know that that the battery pack did not resolve the issue or to troubleshoot the issue.
A representative from Vivint has reached out to Ms. Jordan in an effort to resolve this matter. Vivint agrees to send a one-time free technician to resolve the issues with the door lock. In the future, per Ms. Jordan’s Agreement, troubleshooting will be required to be completed prior to sending a free replacement or a technician and the shipping fee and technician fee will apply. Ms. Jordan may contact Vivint’s representative directly to schedule the technician or if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 09/16/2024
September 16, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22193944
Complainant: Brianna Jordan
Vivint Account #: *******
Date of Agreement: June 3, 2022
To Whom It May Concern:
I have reviewed the additional information provided by Brianna Jordan and appreciate the opportunity to respond.
Vivint’s records indicate that although late fees, paper invoice fees, shipping fees, and batteries are not included in Ms. Jordan’s monthly monitoring bill nor are the fees included as part of her equipment warranty, as stated in her signed Purchase Agreement. Despite this, Vivint’s records indicate that on 7/29/24, Ms. Jordan was given a $1 credit for her paper invoice (emailed invoices are free) fee and was given a $2.28 credit for her late fee for her July invoice. Vivint’s records further indicate that on 8/4/24, Ms. Jordan was given a $10 credit to help her with the purchase of 4 AA batteries for her door lock, and on 8/22/24 a $10 credit was applied for the $5 shipping fee for her free replacement door lock battery pack. Vivint’s records indicate that Ms. Jordan’s requested on 7/30/24, that her payment method be removed from autopay. Vivint’s records indicate that Ms. Jordan’s $82.14 bill is due to the nonpayment of her August and September invoices.
Vivint maintains their resolution. Ms. Jordan may contact Vivint at 800-216-5232, with any equipment issues and she may call Vivint billing directly at 888-346-9202 to make her past due payment. Ms. Jordan may respond to Vivint’s legal representative directly if she has any further questions 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: 09/16/2024
Complaint: 22193944
I am rejecting this response because:To Whom It May Concern,
This response is wholly inadequate and frankly, insulting to my intelligence and experience as a paying customer of Vivint. Let’s address the core issues here:
1. Lack of Acknowledgment of the Non-functional Security Hub: I find it astonishing that despite my repeated attempts to bring this matter to your attention, this response yet again fails to address the fact that my security hub has been non-functional for over six months. This is not a minor issue, and it directly impacts the security and safety of my home. The fact that your team has repeatedly glossed over this critical concern demonstrates either a gross lack of care or a blatant disregard for my situation.
2. Dismissive Attitude Toward My Concerns: Rather than focusing on resolving the fundamental issues I’ve raised, your response is fixated on trivialities like a $1 paper invoice fee and $2.28 late fee credit, which completely sidesteps the larger issues. It is clear that Vivint has no real regard for my overall customer satisfaction, and these small, token credits do nothing to address the systemic failures in service that I have experienced.
3. Condescending and Retaliatory Behavior: I have repeatedly raised the issue of Lori Vallejo’s condescending and retaliatory behavior. Your decision to leave this unaddressed is telling. As a paying customer, I expect to be treated with respect, not spoken down to or treated as though my requests for assistance are a nuisance. It is offensive and derogatory to be continuously dismissed, especially when the problems I am facing are due to Vivint's failure to provide a functional service.
4. False Narrative of Payment and Service Issues: While you’ve cited your records regarding late fees and billing, it’s important to clarify that my dissatisfaction stems not from my billing, but from the lack of resolution to my equipment issues. The fact that I had to remove my payment from autopay to avoid being charged for non-functional services is a reflection of your failure to fulfill your contractual obligations, not my inability or unwillingness to pay.
5. Unacceptable Ongoing Treatment: Throughout this entire process, I have been treated as though I am asking for freebies or trying to skirt my responsibilities as a customer. Let me be crystal clear: I am not a freeloader. I am a paying customer who expects the services I pay for to work, and I expect a level of customer service that is responsive and respectful. Instead, I’ve been treated like a villain for daring to ask for the most basic of expectations: functioning security equipment.
In conclusion, this ongoing mistreatment is unacceptable. I refuse to be ignored any longer. What I am requesting is straightforward:
1. Immediate resolution to the issue with my security hub.
2. Clarification on the promised free month of service from August.
3. Clear accounting of the credits I have received and how they have been applied.
4. A response from a representative who can provide actual solutions, not more condescending, boilerplate responses that fail to address the real issues.
This situation has been mishandled from the start, and if this is indicative of how Vivint treats its customers, then it’s no wonder I’ve been left with*little to no satisfaction. I expect better, and I demand better moving forward.
Sincerely,
Brianna JordanInitial Complaint
Date:08/25/2024
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.
Equipment installed and technician stated he would be back the following day to finished installment. Technician never showed up, cancellation policy is 3 days from install date. Since completion of install was delayed and we could not use the or test the equipment within the 3 day window we decided to cancel and scheduled appointment to have equipment picked up. Since then we have had 6 canceled appointments to pick up equipment and take the cameras down. We do not know what else to do as we are responsible for the equipment until they come pick it up and they continue to cancel the appointments. Their customer service is not helpful and never resolves the issue only reschedules the appointment. We just want to return the equipment and be done with this unreliable company.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 #: 22193043
Complainant: Jesus Ramos
Vivint Account #: ********
Date of Agreement: July 31, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Jesus Ramos and appreciate the opportunity to respond.
In his complaint, Mr. Ramos explains that he cancelled his account within the cancellation period as the technician was unable to complete the installation. He further explains that there have been 6 cancelled appointments to return the equipment. Mr. Ramos desires to return the equipment and cameras.
A legal representative from Vivint has attempted to contact Mr. Ramos via email and phone in an effort to address and resolve the current issue. At this time, Vivint is willing to set up a time to uninstall the equipment or have Mr. Ramos mail back the equipment at his earliest convenience.
For any additional questions or concerns regarding this matter, Mr. Ramos 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 LegalInitial Complaint
Date:08/25/2024
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 continuously getting calls, emails, and text messages saying that I have not paid my bill. We have not had their services for over a year now and I have called numerous times, spending numerous hours on the phone, talking to numerous people. I have paid whatever they have told me I needed to pay and have reassured me that my services are canceled and that I have a zero balance. Each month I keep getting the same messages and have to keep calling in to have the same conversations. Please stop contacting me! I don’t owe you any money and every time I call in and wait on hold for over 30 minutes, you tell me the same thing and that it is resolved.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 #: 22193040
Complainant: Cynthia Hagy
Vivint Account #: *******
Date of Agreement: 9/10/19
To Whom It May Concern:
I have reviewed the information provided by Ms. Cynthia Hagy and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. Hagy and a resolution has been agreed upon. At this time, Vivint has agreed to backdate Ms. Hagy’s cancellation which will reverse the overdue balance and give her account a zero balance. Ms. Hagy has no further obligation to Vivint and 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:08/25/2024
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 switched services from ADT to Vivint. I was told by the sales rep that I would be receiving a gift card to pay off the cancellation fee and final bill. I contacted Vivint and was told at first to contact the sales rep. When that didn't work because there is no number, I contacted back and my request was sent to their other department for review. They said it would take 5 business days. I contacted again after that lapsed and still no answer. Now I have a bill from ADT charging me $240 for the cancellation and they won't take their cameras back. So now, I have to spend extra money to have the main control board removed and patch up the hole that it would leave.
I don't like being deceived or lied to. I don't like being strung along. I like the product better than ADT, but Vivint needs to honor their agreement and make me whole, not more debt.Business Response
Date: 09/03/2024
August 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22192627
Complainant: Tenee Baker
Vivint Account #: ********
Date of Agreement: June 24, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Baker and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Baker and a resolution has been agreed upon. At this time, Vivint has
agreed to provide a refund in the amount of $240.90 and to apply a two-month
recurring credit covering the monitoring service fees for two months. Ms. Baker
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 LegalInitial Complaint
Date:08/24/2024
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 cancelled my Vivint home security system monitoring service because I sold my house at *** ******* *** *********** ** *****. I notified Vivint on February 5, 2024 via email ([email protected]) per their stated policy. They have continued to bill my credit card every month since then for $37.14. I last spoke to their Customer Loyalty Team on June 26, 2024 via telephone and was promised that the charges would stop and the total amount incorrectly charged would be refunded to me. That hasn't happened. They will not provide a record or transcript of the Customer Service call. I was most recently billed on August 6, 2024.
I have uploaded the email that shows the cancellation notice I sent as described above.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 #: 22191164
Complainant: Peter Bouffard
Vivint Account #: *******
Date of Agreement: 3/6/21
To Whom It May Concern:
I have reviewed the information provided by Mr. Peter Bouffard and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Bouffard and a resolution has been agreed upon. On 8/27/24, Vivint cancelled Mr. Bouffard’s Agreement and a provided a refund for overpayment to his card on file. Mr. Bouffard has no further obligation to Vivint and 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:08/24/2024
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.
Several times this month I've had Vivint salesmen knocking on my door. Each time, I've been approached with, I read your sign about no soliciting, however they continue to try to speak. Ignore posted no soliciting, once, fine, twice, you should be ashamed. I do not want your security system, I've made this clear in every interaction with your door to door salesman. Adhere to no soliciting please.Business Response
Date: 09/03/2024
9/3/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22190874
Complainant: *******************
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
The kind of behavior ************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in Mr. ****** area. Vivint appreciates Mr. ****** 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/03/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************
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