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.
- 2,970 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:08/23/2024
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 was charged $99.00 for a replacement thermostat that was defective. I bought solar from freedom Forever and the new thermostat and security system from vivint was included as a promotion for getting solar at the cost of $25,000.00. Why are they asking for more money when the part was included as per my attachment.
Business Response
Date: 09/03/2024
September 3, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22189086
Complainant: Victoria Scuola
Vivint Account #: 8873955
Date of Agreement: 11/10/21
To Whom It May Concern:
I have reviewed the information provided by Mr. Victoria Scuola and appreciate the opportunity to respond.
In her complaint, Ms. Scuola states that she does not feel she should have to pay the service fee to repair the free equipment that her solar company gave her as part of her solar company’s promotion.
Vivint’s records indicate that Ms. Scuola’s solar company originally paid for her equipment and pays her monthly monitoring fee. Vivint’s records indicate that Ms. Scuola signed a Purchase and Services Agreement (Agreement) on 11/10/21 with an initial term of sixty (60) months that states “so long as Vivint is providing services pursuant to your Agreement, Vivint will provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes. 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.” Vivint’s records indicate that Ms. Scuola called on 8/13/24 because her air conditioning was not blowing cold. Vivint’s records indicate that Ms. Scuola requested a technician. Vivint’s records indicate that the technician went to Ms. Scuola’s home on 8/14/24, and replaced her thermostat free of charge, but it did not resolve the cooling issue. Ms. Scuola was informed that it was not a thermostat issue and that an HVAC technician would need to check her heating/cooling system.
A representative from Vivint has reached out to Ms. Scuola in an effort to resolve this matter. Vivint agrees to provide a 30% credit towards the technician charge. Ms. Scuola may make a payment via the Vivint app or call Vivint at 800-216-5232 to make the payment. Ms. Scuola 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:08/23/2024
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 16, 2024 I was quoted $2147.88 for a security system by salesperson Jordan P*****. On August 18, 2024 a revolving credit line of $4000 was reported to my credit with a maxed out balance of $4000. I contacted Vivint for a breakdown of those charges. I was charged for each individual piece of equipment with an additional charge of 1799.99 for a "Vivint Starter Kit" I asked different representatives what this included and I received 2 different answers. Once answered only included equipment in a package that amounted to $600 and the other included an outdoor camera listed as a line item on the invoice that I was charged separately for. I have three cameras and was charged separately for all three. The loyalty department was suppose to submit a complaint and the phone call was disconnected before I could receive a complaint number - I did not receive a callback. Also I was told that this was all done through Vivint and it would not affect my credit. Alexandra told me technically what the salesperson advertised was true because it would not affect my credit until the contract was signed. This was extremely unethical and resulted in a steep drop in my credit. I also am being charged nearly double the price quoted and I can't get help so that adjustments can be made to my bill.Business Response
Date: 08/30/2024
August 30, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22189014
Complainant: Labrina Ware
Vivint Account #: ********
Date of Agreement: July 16, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Ware and
appreciate the opportunity to respond.
In her complaint, Ms. Ware states that she was quoted a price of
$2147.88 for the equipment on June 16, 2024, however, a revolving credit line
was opened on her credit report for $4000. Ms. Ware states that she called to
receive a breakdown of her charges which she received but did not understand or
agree to the charges listed. Ms. Ware desires a billing adjustment on her
account.
Vivint’s records indicate that Ms. Ware signed a Purchase and Services
Agreement (“Agreement”) on July 16, 2024, for a sixty (60) month term. Vivint offers
multiple Agreement packages that have different amounts financed based on the
equipment requested, the monthly rate requested, and the amount of services
provided. Vivint’s records show that Ms. Ware signed Agreement listed the
equipment cost at $4462.07. Vivint has two different priced Starter Kits; one
for $1799 and one for $599. Both starter kits contain the same equipment with a
difference on what will be charged for the monthly monitoring service fee each
month. This amount is also affected by any additional equipment that is added. On
August 23, 2024, Ms. Ware called stating that she was quoted a different amount
for her equipment than what is on her equipment line of credit. Ms. Ware stated
that she should have the $599 starter kit, not the $1799 one. Ms. Ware stated
that she wanted to return some of the equipment. Vivint’s representative
explained the difference between the two starter kits and emailed Ms. Ware a
breakdown of the equipment installed and what was charged. On August 29, 2024,
Ms. Ware called stating that she was lied to about the sale, that she would
have discounts due to her neighbor referring her, and her credit would not be
affected.
A Vivint representative has attempted to reach Ms. Ware to assist with
this matter via email. After reviewing the account, Vivint has offered to lower
the package price from $1799 to $599, however the monthly monitoring service
fee will increase and with this change Vivint has offered to lower the monthly
monitoring service fee $15 by removing three (3) video service fees.
To resolve this matter, Vivint agrees to the offer as stated above. Ms.
Ware 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:08/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I got this system about fifteen years ago. I paid for all the equipment. Some of the sensors would stopped working even after I would change the batteries. That's when I called the company to report this problem. I asked for a service on the equipment, and even offered to pay for the service on this equipment, and I waited several months with out service. THEY NEVER CAME. When I would leave home the sensor in the hallway would activate the alarm system and send me a message that there is a problem and I would have to return home to deactivate the alarm. Some times I would be about ten miles away when I get the message.That's when I called and asked for a cancellation and they agreed. But continued bank drafting my account the monthly fee after my cancellation. It makes noises ALL Day AND All Night. It is very aggravating whenever I home and I'm home a lot. I need them to completely disconnected this equipment so I can get a security system to protect me and my home. I stopped the bank draft but bills are still coming to my address.Business Response
Date: 08/31/2024
8/31/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22188967
Complainant: Mary Banks
Vivint Account #: 5934453
Date of Agreement: 11/1/2017
To Whom It May Concern:
I have reviewed the information provided
by Ms. Banks and
appreciate the opportunity to respond.
Vivint has agreed to close Ms. Banks’
account with collections. Ms. Banks has no further obligation to Vivint. Ms.
Banks may contact Vivint’s representative directly if she has any questions or
concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: 4931 North 300 West, Provo, Utah
84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/23/2024
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 came to my home, lied to me about pricing, doing a soft inquiry on my credit and warranty.1. While the sells people were in my home they quoted me a price close to 2700 which included a free door bell and a $200 gift card. I was charged for the doorbell, my total was ******* plus a 3 dollar fee (which the contract stated should have been $1), no gift card, and I was charged for an item I did not receive (a power source for a camera I did not order). 2. They also needed to do a soft inquiry of my credit to determine my monthly payment for the services. I was told that a soft inquiry would be done to determine my payments but they actually did a credit application instead. They then charged that credit account, maxing out the account and dropping my credit score 119 points. I did not authorize a credit application.3. Lastly, they told me if it did not work out they would uninstall my equipment and put everything back as if they were never there. After fighting with this company for weeks to cancel, they finally came and removed their equipment but let holes in my interior and exterior walls. There is even a hole in my brick. I asked the installer if he was going to fix the holes and he said no they don't do that.Business Response
Date: 08/30/2024
August 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22188362
Complainant: *************************
Vivint Account #: ********
Date of Agreement: August 1, 2024
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to open a home damage case for the damage left upon removing the equipment and any damage that may have been caused to her doorbell. ************** will be working with the internal department that specializes in these claims for a resolution.************** 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:08/23/2024
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.
08/23/2024- I called Vivint to cancel the policy I had used for months. I pay 40 a month for security and the services provided I am not happy with and $40 can go into other bills. I asked 5x to cancel my policy and ********************* refused to cancel the policy and put me in another subscription after I told him I wanted to cancel the policy multiple times.Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22186835
Complainant: ************************;
Vivint Account #: ********
Date of Agreement: November 7, 2023
To Whom It May Concern:
I have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she has requested cancellation and Vivint refused to assist. **************** desires cancellation.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on November 7, 2023. On August 23, 2024, **************** requested the cancellation of her account due to the price being too high. Vivints records show **************** declined all offers Vivint made to retain service.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Agreement without further penalty to ****************. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/23/2024
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 1/24/24 a VIVINT sales representative ********* sold me a security home system. I told him there was a possibility I would be moving and he assured me the equipment could be moved to my new home.
Our new home is a condo with no garage or back yard (I currently have a garage opener through Vivint along with a camera and light for the backyard)….I called Vivint Customer Services (8/23/24) to let them know I can not take the equipment with me and I was advised I could transfer the service to the new home owners.
I asked the Rep exactly what I needed to do to transfer the service to the new homeowners as I still had to ask them if they even wanted the equipment. I said I needed to know the cost that the new homeowners would be responsible for. The Vivint rep said I would have to call back with the new homeowners name, phone number and email address then they would transfer me to the “transfer department”. I said I just needed to know the cost of the transfer and what the monthly fee would be to see if the homeowners would be interested. I was then told I needed to speak with Citizens who hold the loan for the equipment.
Once I was transferred to the a Citizens representative I explained my situation and I was told the loan for the equipment could not be transferred to a new person.
So now I am stuck!
I feel VIVINT is deceitful and untrusting.
I am not asking for a refund or any money, I only want the contract cancelled and the loan waived to a zero balance as a good will gesture.Business Response
Date: 09/01/2024
August 31, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22186610
Complainant: Dawn Strey
Vivint Account #: ********
Date of Agreement: 1/22/24
To Whom It May Concern:
I have reviewed the information provided by Ms. Dawn Strey and appreciate the opportunity to respond.
In her complaint, Ms. Strey states that she was told that the equipment could be moved to her new home. She is moving to a condo without a garage or backyard. She called Vivint to say she would not be able to move the equipment to her new home. She was told that she could transfer the Vivint Agreement to the new owner. She called Citizens and was told she could not transfer the loan to another person.
Vivint’s records indicate that Ms. Strey signed a Purchase and Services Agreement (Agreement) on 1/22/24 with an initial term of sixty (60) months and an equipment fee of $2,907.41, which states she may terminate her agreement by paying Vivint an early termination fee. The early termination fee is 50% of the fees she would have paid Vivint over the remainder of the Initial Term but if she fulfills her obligation to pay all amounts owing for the purchase of any equipment, then she may terminate her Agreement without penalty or early termination fee. Vivint relied on Ms. Strey’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.A representative from Vivint has reached out to Ms. Strey in an effort to resolve this matter. Vivint agrees to one of the following resolutions. In a gesture of goodwill, Vivint agrees to cancel Ms. Strey’s Agreement and waive $1,121.38 early termination fee. She would have no further obligation to Vivint but she would remain responsible for her Citizens loan. If Ms. Strey chooses to move the equipment to her new home, Vivint agrees to waive the equipment removal and installation fee of $300 and provide a credit for 1 free month of service. Ms. Strey 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:08/23/2024
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.
Hi, so on August 12 of 2024 I was in my yard doing yardwork. A gentleman approached me from the company, Vivint Smart Home he offered me a service at a better offer than what I had and I was with ADT, which I have been with ADT for 3 1/2 years. I ASKED him multiple times if this is a hard inquiry on credit he said NO it’s a soft pull I gave him the reason as to why I was so big on my credit he promised it wasn’t. After all of the persuading and broken promises and offers, I decided to give these people a try. We’re not gonna even get into the bad customer service how long my house went unsecured after the service was installed but as soon as he did the contract, my credit score dropped by three points and I instantly showed him. I said I have an alert on my credit and he apologized about that but he was like you will be good. He called his manager and spoke with him. They reassured me that if I make the first month payment that my credit will go back up I was upset I said okay whatever. Then today on August 23, I get a update from my credit that says my credit score is down by 47 points from the company that this Vivint use call for tibia for the equipment so I’m just a little bit confused on what is going on why was I lied to for a sale which I clearly stated to him my situation with my credit and I was lied to for a sale is this what this company represents lying to customers for a sale shame on them and I would like my credit score to be fixed with this company.Business Response
Date: 08/30/2024
August 30, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22186066
Complainant: Tiara Calhoun
Vivint Account #: ********
Date of Agreement: August 12, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Calhoun and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Calhoun and a resolution has been agreed upon. At this time, Vivint and Ms.
Calhoun have agreed to leave that account as is. Ms. Calhoun may contact
Vivint’s representative directly if she has any questions or concerns regarding
this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: 4931 North 300 West, Provo, Utah
84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/23/2024
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.
Secuity system installed on my rental home without permission. Damages caused by installing/removing said equipment.Business Response
Date: 08/30/2024
August 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22185426
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that a system was installed on her rental property without permission. She further explains that damages were caused by the installation and removal of said equipment.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve her concerns.
Vivints records show that ****************** is not a Vivint customer and cannot be assisted further with this complaint. ****************** may notify her renters to contact Vivint directly with any further questions or concerns regarding this issue.
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
Complaint: 22185426
I am rejecting this response because:Asking an ex-tenant who allowed this equipment to be installed is not a resolution. This tenant has moved out and will not likely contact Vivint on my behalf. I am not a Vivint customer, however; this is MY home. I should be able to seek resolution since this equipment was installed on my home resulting in damages to my property. Your company should have procedures in place to verify that the prospective client is the homeowner OR has the permission from the homeowner before drilling into someone else's home.
Sincerely,
*******************************Initial Complaint
Date:08/23/2024
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.
Im conservator for my dad due to his mental health decline due to him having brain surgery. He no longer is able to reside at his home. He had a security service installed at his house that has not been in operation for many months. Ive been trying to cancel the service for as many months. The company keeps sending me a monthly bill. *** asked them many times verbally to cancel. They keep sending a bill. The company is Vivint!!! Im at my wits end!!!Business Response
Date: 08/30/2024
August 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22185303
Complainant: *********************************
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ********************** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, ********************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/30/2024
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:08/23/2024
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.
Hello, my name is Jorden Martin, service address of **** ****** *** ************ ** ******
I have been told many times cases were filed and forwarded to upper management. I have been told many times to call and speak to the loyalty program which i have. I have had vivnt since March and still have had no help with this issue.
I am being illigally overcharged for equipment i do not have. I am being illegally charge on my credit for false billing of equipment. I was not refunded money I am owed. Nor do I have an itemized invoice which I've asked for and vivnt has failed to provide.
Case #
***********
I was charged over 4500$ for equipment that I do not have. I was promised promotions that I did not receive. I was promised a monthly bill that I did not get.
I initially purchased in March of 2024
2 outdoor spotlight cameras
1 indoor camera
3 window / door sensors
1 doorbell camera
** I was promised a first responder discount
** I was promised a doorbell camera for free for being a new customer because adt offered me the same and vivnt matched the offer. I was told my bill would be 123$ counting my citizens pay & vivint bill combines.
My March 4th - April 3rd invoiced shows a charged of 4,065.37
I received the wrong indoor camera since I was not provided proper information. I wanted playback which this camera did not have.
I returned the indoor camera and receiving the indoor camera pro plus 4 motion sensors
** these items were promised through a spring special
** I was promised buy 1 get 1 free sensors.
** these items were promised to also have first responder discount.
My next invoice dated March 4th - May 3rd shows no refund and an additional charge of 432. 99.
I was never refunded for the camera I returned. I was overcharged for all of my equipment which should total out to around 2,199$ BEFORE promotions that I was promised. I am being charged over 4,500$ which is over DOUBLE THE COST.Business Response
Date: 08/30/2024
August 30, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22184360
Complainant: Jorden Martin
Vivint Account #: ********
Date of Agreement: March 4, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. Jorden Martin and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. Martin via phone to go over her billing and a copy of her invoice has been sent to her via email.
Vivint’s records show that Ms. Martin signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $54.46, and total equipment fee of $4,654.66 that was financed through Citizens, plus applicable taxes, during that term.
Ms. Martin may contact ([email protected] / 801-229-6087) directly with any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 09/14/2024
Attached to this response is Ms. Martin's Agreement.
Thank you,
Customer Answer
Date: 09/16/2024
Complaint: 22184360
I am rejecting this response because their claim that I signed an agreement for anything over 3,000$ is inaccurate. Signature on the form submitted by VIVINT is not my Signature nor does it resemble my Signature
Sincerely,
Jorden Martin
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