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
- 8,341 total complaints in the last 3 years.
- 2,955 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:08/18/2024
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.
Having a lot of issues with Vivint first the fire the person that took advantage of putting a lot of equipment in my home them every night the alarm will go on for no reason in the middle of the night and they will call to see if there is a problem which is a no, over charge for all the equipment, the monitor display came with the option of having to show the time and the temperature now is completely off cause someone complained that they didn't want it so they took that option off when o bought it it came with the package, now am having problems with the thermostat is not reading the ** unit saying ** is off when the display was beeping cause it need it an update so I did now the thermostat is not working so I call and they want to charge me 100. Dollars for someone to come in when am paying 5 dollars a month in case there is a trouble issue so that some can come in and check and fix , they want to send Tru the mail a thermostat for me to hook it up when am paying extra for trouble issue . I still have holes in my wall so when they came in to remove equipment when I was over charge by a dude that got eventually fire and the guy that came in said that someone will get in touch with me to have it fix ..this Vivint company is a *** off
Business Response
Date: 08/27/2024
8/27/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22159785
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 2/11/2023
To Whom It May Concern:
I have reviewed the information provided by ********************** and appreciate the opportunity to respond.
Vivints records show ********************** is currently working with Vivints ***************** regarding her AC unit. ********************* should continue to work with the *****************.
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: 08/28/2024
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.
The tech will come in on Saturday from the ac haven't been here earlier since they were booked up with appointments . Then I will contact vivint
Sincerely,
*******************************Initial Complaint
Date:08/17/2024
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 has charged me $4000.00 for equipment that I do not have. Once salesman sent tech to just install there touchscreen pad a few days later I contacted there sales man to cancel. They told me I did not take correct steps. I have no other equipment besides their touch pad here and its not even installed. I have no cameras, window sensors, doorbell. Technician never came to pick up the pad once I told them I no longer wanted there services. I have a $4000.00 bill for Forteva from them that they are saying I need to pay before I can cancel.Business Response
Date: 08/27/2024
August 27, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22158727
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 7/30/24
To Whom It May Concern:
I have reviewed the information provided by Mr. ************************* 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 cancel ****************** Agreement and loan once the equipment is removed from his home. **************** may contact Vivints 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/17/2024
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.
The service address is *****************************************. The house was sold in January 2024 and Vivint was contacted several times to cancel the account. I paid the cancellation fee and Vivint was supposed to mail a confirmation letter stating that the account has been closed. Instead of the confirmation letter, they sent several billing statements and I received numerous phone calls that the bill has to be paid or it may go into collections. I explained that the account should have been closed back in March of 2024 which is when I paid the penalty of $181 plus fees for January, February, and March. I moved to ************** since January of this year and its now August. Every time I called, ** being transferred to a so called supervisor and getting promises that I will receive a confirmation that the account is closed and have not received anything but bills. I just received another bill today, August 17 for $304.88.Business Response
Date: 08/23/2024
August 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22158384
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: May 14, 2016
To Whom It May Concern:
I have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ****************** explains that he sold his house in January of 2024 and contacted Vivint several times to cancel the account. He further explains that he has since been receiving bills and collection threats. ****************** desires his account with ********************** closed.
A legal representative from Vivint has attempted to contact ****************** via email and phone in an effort to address and resolve the current issue. At this time, Vivint agrees to waive Mr. ******** past due balance of $376.51 without penalty. Vivints record also shows that Mr. ******** account was cancelled on July 31, 2024, and he has no further obligations to Vivint.
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: 08/26/2024
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:08/17/2024
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.
On July *******, a Vivint sales representative named ******** came to our house to get our business. He explained about the security camera and the monthly payment. He asked for my SSN for security purposes and he said there will be no checking of credit score. We signed the document through a small tablet with small print. He assured me that everything he said is the same on that document. After signing, someone came and installed it until 11pm. On July ******* when I was checking my credit score, I found out there was a fraud activity that my score dropped almost 80 points. Theres an account opened under my name with *******. I called the company and found out it was the loan for the Vivint equipment which makes me mad and shocked. I never heard of ******* during signing or never met someone from fortiva! How would someone open an account without my permission. i would never signed a document if I knew that I will have another debt. I called Vivint and an employee told me to report it credit bureau to dispute it since the sales representative was dishonest. Called ************* on the weekdays and solve the issue on August ******. ******* sent us a letter and explained about the fraud. When I talked to someone from Fortiva they will cancel the account but need to resolved it with vivint. Called Vivint customer on Aug ******* and threatened us that they will not cancelled that account unless we paid the full amount of the equipment. I told Vivint how we will pay for an equipment when ******* told us that our equipment will be outdated next year and will need to buy new again! How would a company open an account without our consent. They didn't even send us hard copy of the document and cant provide us the document which says fortiva. Please us help us to cancel the vivint account and that they will get there equipment since its causing mental, emotional and financial problem to us! Thank you!Business Response
Date: 08/23/2024
August 23, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22157437
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: July 16, 2024
To Whom It May Concern:
I have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he was not made aware of a line of credit being opened for the equipment and there would not be a credit check. **************** states that he attempted to cancel the account on August *******, however, is being told he would need to pay off the equipment first. *************** desires to return the equipment and to have the monitoring service agreement cancelled without penalty.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on July 16, 2024. On August 15, 2024, *************** called Vivint after receiving an email about the Vivint Protection Plan.**************** also stated he was not aware that his credit was being run. **************** stated that he felt like he was misled at the time he signed the agreement. *************** stated that the sales representative did not make him aware of the equipment line of credit. **************** requested to cancel the agreement as he no longer had trust in Vivint. Vivints representative explained that the agreement was outside of the three (3) day right of rescission period and that the equipment would need to be paid off in full or he would need to pay 50% of the remaining agreement term before cancellation could be processed.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to remove the equipment. Once removed,Vivint will proceed with a full cancellation of the agreement, a full refund to Fortiva for the equipment line of credit, and a refund of all payments made directly to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. **************** may contact Vivints 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: **************************************, or fax number: **************, Attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/26/2024
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,
***************************Customer Answer
Date: 10/16/2024
Complaint: ********
I am rejecting this response because:This a follow up complaint #********. I got the resolution with the above complaint #. However Vivint didnt gave the money back to Fortiva. I received message from Legal Assistant ******** ******** last August ******* and its says, After reviewing the account, ********************** agrees to schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund of the equipment line of credit to Fortiva, and a refund of all payments made directly to Vivint. The Vivint technician name ***** ******** came September ******* and removed all the equipment. He said, everything will be refunded towards the said loan and our account will be closed. We didnt pay any payment to ******* for the month of September thinking it was already closed. Yesterday,October *******,I received the notification that my payment is due. Called ******* and they said that they havent received any message or refund from Vivint. Spoke to Vivint representative and they checked the system and our account is still active. Please help us resolve this again. We don't have the equipment and they still charge us. We already have an agreement and seems they dont want to cooperate.
Sincerely,
******* ******Business Response
Date: 10/21/2024
October 21, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22157437
Complainant: ******* ******
Vivint Account #: ********
Date of Agreement: July 16, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivints records show that the account has been cancelled, a refund of all payments made directly to Vivint has been refunded, and the refund to Fortiva for the equipment line of credit is being processed. Mr. ****** has no further obligation to Vivint. Mr. ****** 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: 10/21/2024
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:08/17/2024
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 7/25, a Vivint sales rep deceived us with a “great deal” on a new Vivint home security system for less than our current provider, CPI Security. We told them we are an existing CPI Security customer since 2015, but Vivint assured us it wasn’t an issue and would reimburse up to $1000 to get out of our CPI Security contract. Vivint also told us to sign up that night to receive the best discounts and get same day installation but once we signed the tech was stuck at a previous installation so we had to reschedule for the next day. It wasn’t until the very end of installation that the tech handed me his iPad to quickly sign a document that we received our contract. When we called to cancel with CPI Security, a CFL Rep informed us that Vivint’s actions were illegal due to tortious interference. After researching Vivint’s recent lawsuit with CPI Security and the multiple other lawsuits, complaints, and violations, Vivint is not operating in good faith but rather with malicious intent to cause harm to both their customers and competitors. We were lied to about our monthly payments and financing and told a $56.47 monthly payment would provide better equipment, service, and pricing compared to our CPI Security payment of $52.80. However we are now stuck in a 5 year contract with Vivint for monitoring services ($46.47/months 1-6; $56.47/months 7-60) + $1047.43 line of credit for installation ($17.45/months 1-60) totaling $63.93/month for 6 months and then $73.93/month for the remainder PLUS a 5 year contract with Citizens Pay for $4000 line of credit on equipment for a total monthly payment of $140.59 for 7-60 months of our contract. Vivint’s deceitful negligence costs us more than $190 a month for a home security system. While Vivint still says they will cover up to $1000 to get out of contract, we would never knowingly agree to pay more than double what we pay with CPI. Citizens Pay will no longer accept new Vivint purchases and are cutting ties. We want to cut ties too!Business Response
Date: 08/26/2024
August 26, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22157201
Complainant: Sarah Massey
Vivint Account #: ********
Date of Agreement: June 26, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Massey and
appreciate the opportunity to respond.
In her complaint, Ms. Massey states that the sales representative provided
misleading information in order to obtain a sale. Ms. Massey states that she
was promised the same day installation, her current provider paid up to $1000
to end the contract, and a lower monthly service fee. Ms. Massey desires to
return the equipment and to have the monitoring service agreement cancelled
without penalty.
Vivint’s records indicate that Mr. Jonathan Massey signed a Purchase
and Services Agreement (“Agreement”) on June 26, 2024. On August 9, 2024, Ms.
Massey called Vivint requesting to cancel due to not knowing she was in a
contract or would have an equipment line of credit with Citizens.
A Vivint representative has attempted to reach Ms. Massey to assist
with this matter via email. After reviewing the account, Vivint agrees to schedule
a Smart Home Professional to remove the equipment. Once removed, Vivint will
proceed to cancel with forgiveness both the Agreement and equipment line of
credit with Citizens effective August 9, 2024, and to refund all payments made
directly to Vivint from that date forward.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. Massey 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 LegalCustomer Answer
Date: 09/01/2024
Complaint: 22157201
I am rejecting this response because: the Vivint Technician never showed up or contacted us on the agreed upon date (8/30;12-4pm) to remove the equipment. When I called Vivint to inquire the recording said “you have an upcoming appointment on Wednesday, August 28th”. Since time travel isn’t possible, I had to speak with two different Vivint representatives and reschedule the appt for September 3rd. Which will require me to readjust my schedule for another 4 hour block so I am at home. I also requested Vivint send me a list of the payments to be refunded back to us since I’m unclear whether that includes payments we made to Citizens Pay for the line of credit. If it does not include all payments, that will be another reason I reject their response since we should not have to pay for undamaged equipment that was already grossly overpriced and being returned to them.
Sincerely,
Sarah MasseyBusiness Response
Date: 09/09/2024
September 9, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22157201
Complainant: Sarah Massey
Vivint Account #: ********
Date of Agreement: June 26, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Massey and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Massey and a resolution has been agreed upon. At this time, Vivint’s
records show that the cancellation and a total refund in the amount of $191.77 was
processed on September 5, 2024. Vivint also agreed to process a refund in the
amount of $133.34 for the payments made to Citizens. Ms. Massey has no further
obligation to Vivint. Ms. Massey 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:08/17/2024
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've been a Vivint Customer for the past 3 years. The quality of service is very bad, my cameras and security system work very poorly. I've tried get put of contract but they won't let me unless I pay a third party vendor (Fortiva) in full for items that don't work. I was promise by IT sensors and an item to help my cameras with performance and never came through and was mailed. I can't live like this. I was recently a victim of home invasion and cameras did not work. Vivint does not care for their customer and performance of their services. It is a Scam!Business Response
Date: 08/26/2024
August 26, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22157073
Complainant: *********************************
Vivint Account #: ********
Date of Agreement: 3/1/22
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 cancel ************************** Agreement and waive the 30-day policy. ************************ will remain responsible for the equipment loan but has no further obligation to Vivint and may contact Vivints 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/17/2024
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.
Transitioned my Vivint security system in September 2021 from a previous address to a new one. Purchased new equipment including window/door monitoring, 2 cameras and 1 motion detector all installed by Vivint. I purchased a new home in August 2023 and began the transfer process only to find out that Vivint had not been monitoring my current home under contract even though they had been charging excess of $50 per month since account activation. An internal clerical issue was to blame. I requested a refund for services paid but not rendered. This was approved in February 2024 and a refund of $1,235 was told to me over the phone. As of today. August 16, 2024, Vivint has failed to send a refund in any form. They claim to send a check to an address that has never been mine. They have claimed to update the address to my current. They have claimed that they are initiating an electronic transfer the same way they paid themselves all those years. After over 6 months, I have still not seen a single piece of evidence that they are trying to refund the money and they have refused to acknowledge the fact that they failed to provide protection but continued to collect funds by their system that could have resulted in a major accident or robbery due to lack of understood monitoring including automatic emergency dispatch in the event of an alarm trigger (fire, break in, ect)Business Response
Date: 08/21/2024
August 21, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22156646
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: October 17, 2020
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 resend the check to the correct address. Vivints representative will keep ************** updated on the status of the check. ************** 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 LegalInitial Complaint
Date:08/16/2024
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 having issues with theor security system and called because I pay for service and have protection policy that's costs me 9.99 a month on top of monitoring. I paid for my equipment thru them. They refused to send out a technician stating they would charge me ***** for service call regardless of the protection policy which I paid because they told me if I didn't at install then I would be charged. They acknowledged that I have the policy but still refused. I have had issues with this system since install and have never gotten good customer service and they dint care that this system keeps failing.Business Response
Date: 08/22/2024
August 22, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22155857
Complainant: ***********************************
Vivint Account #: ********
Date of Agreement: September 14, 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 had equipment issues since installation and Vivint will not schedule a Smart Home Professional without an on-site service fee. ********************** desires her equipment to be fixed by a Smart Home Professional at no cost.
Vivints records indicate that ********************** signed a Purchase and Services Agreement (Agreement) on September 14, 2023. On September 20, 2024,********************** contacted Vivint regarding issues with her doorbell camera. ********************* refused to troubleshoot, and the chat was ended. On August 16, 2024, ********************* called Vivint due to her panel being offline. Troubleshooting was completed and the issue was resolved, however, ********************** requested an on-site visit from a Smart Home Professional. Vivints representative advised that if she wanted a Smart Home Professional there would be an on-site service fee charged. ********************** did purchase the Vivint Protection Plan which does cover the on-site service fee for a Smart Home Professional; however, the requirement is that all troubleshooting is completed. Then at the end of the troubleshooting, it requires a Smart Home Professional to be scheduled, it would be at no cost. If after troubleshooting is completed, the issue is resolved,and does not require a Smart Home Professional, however, the customer still request one be scheduled, there would be an on-site service fee charged.
A Vivint representative has attempted to reach ********************** to assist with this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional with no on-site service fee to complete a full system check.
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 LegalCustomer Answer
Date: 08/22/2024
Complaint: 22155857
I am rejecting this response because: the issue is ongoing and continues Tobe an issue. I am incredibly disappointed in the service or lack of
Sincerely,
***********************************Business Response
Date: 08/28/2024
August 28, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22155857
Complainant: ***********************************
Vivint Account #: ********
Date of Agreement: September 14, 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 is rejecting the offer due to the issue being ongoing and continues to be an issue. ********************** states that she is dissatisfied with the lack of customer service. ********************* desires her equipment to be fixed by a Smart Home Professional at no cost.
Vivints records indicate that ********************** signed a Purchase and Services Agreement (Agreement) on September 14, 2023. On September 20, 2024,********************** contacted Vivint regarding issues with her doorbell camera. ********************* refused to troubleshoot, and the chat was ended. On August 16, 2024, ********************* called Vivint due to her panel being offline. Troubleshooting was completed and the issue was resolved, however, ********************** requested an on-site visit from a Smart Home Professional. Vivints representative advised that if she wanted a Smart Home Professional there would be an on-site service fee charged. ********************** did purchase the Vivint Protection Plan which does cover the on-site service fee for a Smart Home Professional; however, the requirement is that all troubleshooting is completed. Then at the end of the troubleshooting, it requires a Smart Home Professional to be scheduled, it would be at no cost. If after troubleshooting is completed, the issue is resolved,and does not require a Smart Home Professional, however, if the customer still requests one be scheduled, there would be an on-site service fee charged. On August 22, 2024, a Vivint representative attempted to contact ********************** via phone regarding a BBB complaint received. A follow-up email was sent offering to schedule a Smart Home Professional at no cost to complete a full system check.To date no response has been received from **********************.
A Vivint representative has attempted to reach ********************** to assist with this matter via email. After reviewing the account, ********************** stands by their decision to schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost.Vivint also agrees to provide one free month of monitoring service.
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:08/16/2024
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 were told that we had a ************************************************************************************************************************************************************* when we decided we no longer wanted the service we are denied. They told us it was only a three day trial and that we could only down grade,and when we tried they said we couldn't do it and that they had been in contact with the ***, and he was supposed to call us but never did.Business Response
Date: 08/22/2024
August 22, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22155618
Complainant:***********************
Vivint Account #: ********
Date of Agreement: July 17, 2024
To Whom It May Concern:
I have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact **************** to resolve his concerns. Vivints record indicates that an appointment has been scheduled for August 28, 2024, to remove Vivints equipment from his home. Following this, Vivint will refund all payments made, cancel his Agreement and credit the balance owed on equipment loan within 5-7 business days.
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 LegalInitial Complaint
Date:08/16/2024
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.
Fraudulent charges to individual account and line of creditBusiness Response
Date: 08/22/2024
August 22, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22154657
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: February 24, 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, Vivints records show that the equipment has been removed and the account has been cancelled. A refund of $412.31 was processed today for all payments made directly to Vivint and an additional $50 for patch to fill holes. Vivint has also requested to have the equipment line of credit with Citizens be refunded. ************** has no further obligation to Vivint. ************** 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 Legal
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