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.
- 2,971 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:08/22/2024
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 software was hacked through their system. The hackers are able to turn off all my cameras at will. I am filing this complaint to inform Vivint they need to improve Internet security or refund funds because I was told Vivint couldn't be compromised. It's not true.
Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21887714
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 27, 2023
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that the Vivint software was hacked,and the hackers are able to turn off all her cameras at will. ************** desires to inform Vivint they need to improve internet security or provide a refund as she was told Vivint could not be compromised.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on June 27, 2023. On August 19, 2024, ************** called Vivint due to her cameras having issues. Vivints representative was able to complete troubleshooting, and the issue was resolved. On August 22, 2024,************** called due to her cameras time being four hours behind, stating her cameras are being hacked by someone from her internet provider. Vivints representative completed troubleshooting and was able to resolve Ms. ****** concerns. Section 5 of the Agreement states We do not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up, or other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate.
To resolve this matter, Vivint was able to resolve Ms. ****** concerns as stated above. ************** may contact Vivints 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: **************************************, or fax number: **************, Attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/22/2024
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 set up a appt to have cameras and door sensors installed with promise of free cam and free install once tech got there we found out that I couldn't get cameras due to no drilling rule from manager so I cancelled a 3 cameras. He put up 6 senors , door breaker and smoke detector ...I was told he was doing a credit check not approving me for a line of credit. I also was told once tech is done I will see adjustment in price because I canceled items..once I noticed I was being charged over 2k..The paper the text left showed prices that were way different then what I was charged so called in to have someone explain got nothing but the runaround I called back within the cancel period still got the runaround and was given a number to call which was a disconnected number I've called back two more times hearing different things each time. *** even admitted I was being over charged and promise transferring call there would be a solution ..once call was transfer I sat on the phone for over a hour with someone trying to tell me if I cancel I would have to pay over 3k and if I got the cameras I was actually set up for I would have to now pay extra ..if I wanted to go to a lower package its more..said I'm paying for the top monitoring for the cameras even though I don't have any cameras. I've been Charged for promised items and free install, didn't let me cancel in time, told me it was just a credit check when they opened up a retail credit card in name and I've been getting lied to about insane amount of fee. I just want my deposit back and to be done with this scam companyBusiness Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: *onsumer *omplaint *ase #: 22178314
*omplainant: April *
Vivint Account #: ********
Date of Agreement: July 31, 2024
To Whom It May *oncern:
I have reviewed the information provided by Ms. * and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. * and a resolution has been agreed upon. At this time, Vivint has agreed to the full cancellation of the Vivint Agreement. This will include removal of the Vivint equipment, a full refund of any payments made directly to Vivint as well as full closure of the Fortiva equipment line of credit. Ms. * 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:08/22/2024
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 had Vivint security cameras for a little over a year, everything was working fine until I was moving from ******* to ******. I called Vivint to let them know about my move so they can move my equipment over. After talking to them for more than **************************************************************************************************************************************************** that there would be a removal fee should I decide to take it to the new home. I let them know I was renting there so I would need to think about it and check with the landlord if that would be ok. They said they usually agree it makes the house look secured and it allows us to market to the next tenant.A few days later I called back and had agreed to get the new equipment upgrade for my new home. I was exited to be moving and to be getting upgraded. I was quoted for 8 cameras and a door bell. Once the installer showed up I was told he would be able to add or remove anything from that package. However when the day came the installer said he couldnt do what I was quoted or offered he said I would need 2 separate main panels therefore I would need to have to separate accounts and pay for them both. I was also told that I would need to get additional WiFi to support the second panel and Id have to purchase it from Vivint of course. He said he would have to run an exposed cable from my main house to my back house in order to do the install. I didnt agree to any of this. First because they had already looked up my house via satellite before I was quoted and offered the equipment and secondly because I was not going to have 2 different accounts and pay 2 separate bills.It has been 10 months since this happened, I have called Vivint plenty of times and instead of having to resolve the issue they try to up-sale me again! Im still paying for the equipment they advised to leave at my old place and have no security system or a call back from them. This is not acceptable.Business Response
Date: 08/30/2024
August 30, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22177801
Complainant: *************************
Vivint Account #: ********
Date of Agreement: April 10, 2021
To Whom It May Concern:
I have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she called to have her equipment moved, however, was talked into leaving her equipment behind for new equipment at almost the same cost. ******************** states that everything changed when the technician arrived to complete the installation. ******************** desires to be refunded or the equipment replaced as promised.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on April 10, 2021. On September 25, 2023, ******************* called about moving. Vivints representative went over her move options and provided a quote with discounted equipment pricing. On September 28, 2023, ******************** called back and accepted the proposed offer. On October 4, 2023, ******************** called after the onsite service call to install the equipment saying that she was informed the property was too large (two separate buildings)for one panel and would need to pay for two separate services. On March ******, ******************** called regarding this matter saying she was still waiting for her equipment to be installed. Vivints representative provided an exclusive move offer with a 20% discount and equipment discounts, which was not accepted at that time.
A Vivint representative has attempted to reach ******************** to assist with this matter via email. After reviewing the account, ********************** has provided the following offers: 1) complete the installation with the promised equipment and discounts, however, a second panel would be required with a separate service {or} 2) cancel with forgiveness both the monitoring service agreement and equipment loan with Citizens effective September 25, 2023, refunding all payments made directly to Vivint from that date forward.
To resolve this matter, Vivint agrees to the resolution as stated above. ******************** may contact Vivints 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: **************************************, or fax number: **************, Attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/22/2024
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 been more than 7 years with this company as a customer, a loyal customer, paid off my equipment years ago, I moved away to another city where the place already had a security system. Did no longer need Vivint, I called to cancel, since nobody will be using their system anymore, and equipment was paid off. They refused to let me cancel and threatened me with paying a penalty for future monitoring fees summing up to over 1000 USD. Just monitoring, which is a service they haven't even provided yet. I paid all my equipment in full, took 5 years, they just want to charge me a large fee for future monitoring or want me to continue paying monthly monitoring fees even though nobody is using the system, no service is being used.I just want to be refunded for the months I have paid for NO reason, and want them out of my life, don't want to continue paying them for nothing. Loyalty means nothing to this company. They are deceptive and need to be stopped.Business Response
Date: 08/30/2024
August 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22177175
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 3/20/2017
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ******** account and refund payments made since January of 2024. ****************** 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:08/22/2024
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.
Date of transaction August 1, 2024, the date of install August 2, 2024 at 3:38 PM. The tech who installed the security system said our system was not compatible with their security system. The tech said the representative would come back to our house between 4:30 and 5:30 pm. ***************** the *** never showed up or called us. I called Vivint @ ************** August 3, 2024 and told them I wanted the contract canceled and to come get their equipment. She told me i needed to speak with the loyalty customer service on Monday. She would have them call me or I could call them back. I text *** @************** (representative) Saturday, August 3 at 8:30 AM. You told us if our smoke detectors, and window sensors didnt work with your equipment they would be replaced. That didnt happen. I have spoken with loyalty customer service many times: August ******** case #************, ***********, talk with supervisor ****. He sent me a notice of cancellation information. Action required to cancel your account. The reason for the cancellation. I emailed it back to *********************************** While **** was on the phone with me I asked when the equipment would be picked up and he said Friday, but that didnt happen. Spoke with the loyalty customer service on August 20 supervisor ***** she told me the equipment would be pick up 8/21 and ADT would be reinstalled. But she filled out the wrong work order. The tech ***** showed up and said he didnt know he was to removed system, and put ADT back in. He said he was only here to look at the panel. August 21 I talked to the loyalty customer service ***, she said the work order was done wrong and the system pulled need to come from the cancellation department and they would have to reinstall ADT. I really need help Ive done this for 19 days I feel we were lied to, and they miss represented themselves. The representative never told us it was loan through Fortiva retail credit. We thought we where going to pay Vivint. The loan amount $3,452.Business Response
Date: 08/29/2024
August 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22176804
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 schedule a Smart Home Professional to remove the equipment. Once the equipment is removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund to Fortiva for the equipment line of credit,and a refund of all payments made directly to Vivint. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/29/2024
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:08/22/2024
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'm writing to you in the hopes that you can help me break my Vivint/Fortiva contract. My actual payments were misrepresented and lied about by the Sales Representative. services are not even compatible with the App. ****** visited my house six times, and I told him I'm not willing to pay more than the $50 I had budgeted for. He did say I would pay 5-10 dollar more; I was okay with that to get a camera on the outside He said Vivint would see to it that:1. My bill would not exceed my budgeted amount 2. Vivint would pay my termination fee and give me a $1,000 check to cover it 3. They would waive the first Vivint payment and make a paymen 4. Installation fee would be waived.He checked my credit, and after the process I discovered that this was for Fortiva's camera system rather than Vivint.****** realized on 6/27/24 that my bill would exceed the amount we had agreed upon, and he told me to call and say I want to term then say ADT is willing to give me a $40 package which ***** decided to meet. A $44.51 bill from ******* was sent to me. I assumed the bill would be roughly that amount after taxes, so I didn't question it at the time. What shocked me, though, was discovering that Vivint had taken $17.76 out of my checking 7/26/24 account on 24 without my consent. I have not received a bill from Vivint as of yet and I called Vivint on 7/31/24 to inquire about this, I was informed that my bill for them was $36per month and was due. After she transferred my call, I discovered that there were two payments one for Vivint and one for Fortiva totaling more than $80. The Department informed me that they cannot stop providing services until I had paid the outstanding balance of over $2,500 for their equipment. Jhosan misled me; Fortiva included installation in the price. When I called Jhosan, he said he had no idea what I was talking about and that he would check my account and get back to me. Since I haven't heard back from him yet, I need your help with terming.Business Response
Date: 08/29/2024
8/29/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22176574
Complainant: *********************************
Vivint Account #: ********
Date of Agreement: 6/25/2024
To Whom It May Concern:
I have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** explains that it wasnt explained to her that she would make two separate payments for equipment and service. ******************** is requesting cancellation.
To assist ********************, Vivint is willing to cancel and refund ******************** 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: 08/29/2024
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:08/22/2024
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.
Saturday June 14th - We decided to switch from ADT to Vivint after talking with a door to door sales *** named *******************************. We were paying $60 a month with ADT and ****** told us that he could keep our package around that same price and that we could have a ************************************************ not. Also told us that he would buy out our ADT contract and that switching to Vivint would automatically cancel the ADT.Sunday June 15th - While talking to ************************* (our friend and an employee of Vivint Corporate) we mention that we switched to Vivint. He said to us that we should have told him and he would have put us on his friends and family plan with Vivint and save us a bunch of money. He tells us to call on Monday to get the account switched over. Also on June 15th we review in the app our monthly costs and realize that the door to door *** ****** did not disclose to us a lot of the additional costs and that our monthly bill is much higher then we agreed on.Monday June 16th - We call customer care and they say that ***** needs to submit some info on his end to get us switched over. (He had already done so) and that our door to door *** needs to email them saying it is okay to switch over the account. We also discuss the high bill cost and that we feel like we want to cancel if we can't get the friends and family discount. We are advised by the customer care *** to just get the stuff emailed and submitted and it will all be taken care of and they will call us in the coming days once its finalized. I text our door to door *** and inform him that we want to switch to the friends and family account and give him the email he needs to send. We go back and forth and he seems unwilling to help us.Long story short. Nobody ever contacted us back, the door to door *** never emailed allowing the account to be switched and also has lied multiple times to us about Vivint policies. Now it has been a month of us jumping through hoops. No resolutionBusiness Response
Date: 08/29/2024
August 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22175956
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: June 14, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
In his complaint, ************** explains that they were given a 30-day trial period by the sales representative and was told their ADT contract would be bought out. He further explains that they were promised the family and friends discount that was also not applied, and he is now being billed much higher than he agreed to. ************** desires to be released from his contract.
At this time, Vivint agrees to cancelled Mr. ****** Agreement and Citizens loan if the equipment is returned.
Vivints records show that ************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $49.46, and total equipment fee of $3,785.70 that was financed through Citizens, plus applicable taxes during that term.
Despite the validity of this agreement, Vivint agrees to the above resolution. ************** may contact ********************************** / ************) 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/01/2024
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:08/22/2024
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.
6-13-2024* there was a fire in my home* vivint is suppose to monitor smoke detectors and carbon monixde dectectors in my home and in my hall near the kitchen that were pklaced by Vivint; I was in the back of the house and had put something in the toaster oven to heat up. when I came to the front of the house, I saw smoke and then a fire on my counter, the alarms never went off, my son-in-law, came down stairs and put out the fire, as I am a person in a wheelchair. When I called vivint, they said the alarms were not connected on there end and they would connect them then they sent someone out, and the tech Johna said the alarms were old( however vivint had just put them in last year and they said they were good for 10 years), so loyalty told them to change them, however; I now have a burnt countertop that needs replacing, a report ********* was put in by (representative )Lovely and Rivera L*****(manager) closed it, said there has to be a fire report, we took pictures but they were not satisfied and refused to help, Please help us get this replacedBusiness Response
Date: 08/29/2024
August 29, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22175784
Complainant: Jimmy Smith Jr.
Vivint Account #: ******
Date of Agreement: July 26, 2008
To Whom It May Concern:
I have reviewed the information provided
by Mr. Smith and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Mr. Smith and a resolution has been agreed upon. At this time, Vivint has
agreed to credit the amount of $422.85 covering the cost of the replacement
equipment. Vivint has requested a copy of the receipt to replace Mr. Smith’s
toaster oven and an estimate for the cost of repairs to his countertop. Vivint’s
representative and Mr. Smith have agreed to continue to work together on the
best possible resolution. Mr. Smith may contact Vivint’s representative
directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: 4931 North 300 West, Provo, Utah
84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/05/2024
Complaint: 22175784
I am rejecting this response because: I am going to be out of pocket, thousands of dollars because VIVANT's equip was faulty, which they admit. My countertop is ruined and has to be replaced, as well as the toaster oven. Kathleen from Vivant said they will replace the toaster oven and refused to do anything about the countertop. She also said they will pay for our monitoring for 6 months. She has adjusted our 402 bill (which was inflated by them because they charged for replacing their faulty and UNMONITORIED equipment-insult to injury) Our bill has always been current. So this is not a satisfactory settlement.
****response from Kathleen below***Hello Mr. Smith,
I appreciate your quick response in sending the requested information and estimates. After further review, Vivint agrees to cover the replacement cost for your toaster oven in the amount of $86.98. This is the replacement cost as per the invoice provided of $81.79 plus taxes of $5.19, totaling $86.98. Vivint does not agree to cover the cost of repairs/replacement of your countertop(s); in lieu of this Vivint agrees to cover your monitoring service fees for a total of six (6) months. You will not have a payment due until March 2025. The refund and recurring credit have been processed. Please allow a minimum of 10-15 business days for the refund of $86.98 to be received.
******************************************
I immediately advised this was not an acceptable, satisfactory resolution.
Sincerely,
Jimmy Smith JrBusiness Response
Date: 09/12/2024
September 12, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22175784
Complainant: Jimmy Smith Jr.
Vivint Account #: ******
Date of Agreement: July 26, 2008
To Whom It May Concern:
I have reviewed the information provided
by Mr. Smith Jr. and
appreciate the opportunity to respond.
In his complaint, Mr. Smith Jr. states that he is rejecting the original
response because he will be out thousands of dollars. Mr. Smith Jr. states that
his countertop is ruined and needs to be replaced along with the toaster oven.
Mr. Smith Jr. states that Vivint has agreed to reimburse the cost of the
toaster oven, however, will not do anything about the countertop. Mr. Smith Jr.
desires to be compensated for replacing his countertop.
Vivint’s records indicate that Mr. Smith signed a Purchase and
Services Agreement (“Agreement”) on July 26, 2008. On August 29, 2024, a Vivint
representative spoke to Mr. Smith regarding this matter. Vivint agreed to apply
a credit in the amount of $422.85, covering the cost of the replacement smoke
detectors, and to reimburse the cost of the toaster oven replacement upon
receipt of the invoice. Vivint also requested estimates on the cost of repairing/replacing
the countertop with no guarantee. On September 4, 2024, Vivint received the
invoice for replacing the toaster oven and estimate on repairing/replacing the
countertop. After receiving the information, Vivint’s representative responded
to the email informing Mr. Smith that in addition to what has already been
agreed to, Vivint reimbursed the amount of $86.98 for the toaster oven
replacement, and to cover the monitoring service for six months. Mr. Smith does
not have payment due for the monitoring service until March 2025. Mr. Smith was
informed that Vivint would not cover the cost of repairing/replacing the
countertop.
A Vivint representative has attempted to reach Mr. Smith Jr. to assist
with this matter via email. After reviewing the account, Vivint’s records show
that Vivnt has applied a credit in the amount of $422.85 for the replacement smoke
detectors, reimbursed the amount of $86.98 for the replacement of the toaster
oven and applied a recurring credit covering the cost of Mr. Smith’s monthly monitoring
service fees for six months. Mr. Smith will need to collaborate with his
homeowners or renters’ insurance company for the repair/replacement of the
countertop.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. Smith Jr. may contact Vivint’s representative with any questions or
concerns he may have.
If you have further questions or concerns
regarding this response, please respond to either our mailing address: 4931
North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention
Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/22/2024
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 want to ************** as of August 21, 2024. I called to get a new data receiver for my garage door camera; since the cust service are incompetent it escalated into me wanting to cancel service. I talked to numerous agents who spoke broken English and I was not able to cancel my service. He continued to offer me less pricing for each month if I continue to stay with the service, getting down to $30 a month for 36 months. I was so frustrated at that point because I just wanted to cancel my service that I continued on with my request. I had to escalate to a supervisor who continued to try to get me to keep the service, he then told me that he could not cancel the service until I pay the outstanding bill, however my bill was not due until August 24th and it is August 21st. He informed me the bill was from August 11th to September 11th, I told him I wanted to cancel the service on August 21st and I agreed to pay for the 10 days of service that I had $21.28. The agent agreed to cover the rest I assume by account credits. This is all in a recording (by me) of the phone call, the agent offered an account credit to cover the difference on my current bill and I agreed to pay the 10 days that I actually had service. He tells me that I have to send an email to tell them that I want to cancel service, he sends me an email with the info in it and basically tells me that I need to send the email back to the email listed in the email with my name address service number and reason for my cancellation. The email had everything in there already except for my reason for cancellation and which I had told all five agents that I talked to the reason for my cancellation. I copied and pasted and forwarded the email over to documents at vivid.com and also added my reason for cancellation. They say the request for cancellation will be reviewed for approval, as if I don't have an option to cancel. I am concerned they won't cancel if the agent did not actually give me the account credit.Business Response
Date: 08/29/2024
August 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22175783
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: July 11, 2019
To Whom It May Concern:
I have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, **************** explains that she would like her account to be cancelled as of August 21, 2024.
At this time, Vivint agrees to cancel ********************* without penalty.
Vivints records show that **************** 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 $49.99, and total equipment fee of $1,294.47 that was financed through Fortiva, plus applicable taxes, during that term. Vivints record further shows that **************** sent her notice of cancellation on August 21, 2024, and her account was being processed for cancellation.
Vivint agrees to the above resolution and **************** has no further obligation to Vivint. She may contact ********************************** / ************) directly if she has 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: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/29/2024
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:08/21/2024
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 used a misleading salesperson to provide me with an alarm system. The salesman used language that was not aligned with what was being sold to me. I was quoted a price that they did not stick to and am paying almost double the amount that i was quoted. I reached out to them to resolve the issue first. They have given me the excuse that since they werent there, they cant provide me with a solution based on what I am saying and that the paper form is what they have to go off of. After spending a large amount of time trying to go back and fourth with them we came to the conclusion that they do not want to help, its not that they cant help- they simply just dont want to. Their salesperson is lying to get sales for a vacation. They said they could look into the person but if they end up finding they are being misleading we would still be required to pay the costs for something we were lied to about.Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22171873
Complainant: *****************************;
Vivint Account #: ********
Date of Agreement: May 16, 2024
To Whom It May Concern:
I have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that she was misled about the cost of the security system by the salesperson. She further explains that she is now paying double the price of what was quoted to her.
At this time, Vivint agrees to cancel ************************ and Fortiva loan if the equipment is returned.
Vivints records show that ********************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $66.47, and total equipment fee of $2,560.63 that was financed through Fortiva, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ********************** may contact ********************************** / ************) to return her equipment. Following this, Vivint will cancel her 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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