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.
- 2,976 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:08/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/7/24 a door to door sales person came to my door at 9pm after dark ringing the doorbell and then standing on my steps waiting. As I was putting one of my kids to bed, my under ********************************************************* family member there and was scared and surprised to see someone strange on the doorsteps. They ran to get me and I came and told the saleperson "no thanks" and "don't come back, especially after dark and bedtime"Today 8/13/2024 another sales person from same company came back at 9:30pm ringing the doorbell and scaring my wife who was home alone with the kids putting them to sleep and then stood there for a few minutes before finally leaving The Vivint company needs to stop the aggressive and unsafe sales tactics of showing up in the dark, waking up people sleeping, and ignoring directions to stay away
Business Response
Date: 08/20/2024
August 20, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22138610
Complainant: *************************
To Whom It May Concern:
I have reviewed the information provided by ******************** and appreciate the opportunity to respond.
The kind of behavior ******************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in Mr. ********* area. Vivint appreciates Mr.********* feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/13/2024
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 purchased the security system with a trial of 30 days, per the salesman **** The reason for the extension was my leaving for work a few days later. I contacted the salesman on July 10 and told him I wanted to cancel. He said he was sorry to hear that, but took no action. I contacted Vivant support and was told I had 6 days to cancel, but they would talk to *** and get back to me in a day or two. No contact. I contacted *** again no response. Called Vivant again and was told it was 3 days to cancel, but they would credit my account for that month and get back to me in 2 days. No contact. I called one more time, no assistance again and I asked to speak to a manager after holding for 20 minutes or more I was disconnected. I even wrote a review on Trustpilot and received a response that they would reach out, again no contactBusiness Response
Date: 08/20/2024
August 20, 2023
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22138572
Complainant: *********************
Vivint Account #: ********
Date of Agreement: 7/3/24
To Whom It May Concern:
I have reviewed the information provided by Ms. ********************* and appreciate the opportunity to respond.
In her complaint, ************** states that she purchased the equipment with a 30-day trial. She called on 7/10/24 and was told she had a 6-day trial which had expired. She called multiple times, and no one has called her back to help her.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 7/3/24 with an initial term of sixty (60) months which states, The buyer may cancel this agreement/transaction any time prior to midnight of the third business day after the date of this transaction. Vivints records indicate that ************** called to cancel on 7/11/24, 8/2/24 and 8/9/24, which were past the right of rescission.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Despite the information stated above, Vivint agrees to cancel ******************** and loan once the equipment has been removed from her home. ************** may contact Vivints 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/13/2024
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.
To begin, ***** the sales representative promised to buy us out of contract with previous provider but didn't not pay in full which left me a balance of ******. They ran our credit several times which effected our credit score. We wasn't informed we would be paying 2 different companies. In addition we were charged a processing fee after being told there would be no out of pocket fees. ***** stated if any issues a tech would be sent out. We have had several issues since the first of May and there has been no one to come fix or even troubleshoot the problems. The doorbell rings when no one is there and we've had issues with the thermostat. Now ***** has been ignoring all calls and texts. We've tried to get help from anyone and continue to be ignored. We were promised 3 month's free when the remainder fee became an issue. Not only did we not receive any month's free but we are being charged a partial payment for what was supposed to be free. They haven't been honest about anything. We still have not received any paperwork that would provide anything stated when signing agreement. It is very unfair to be able to openly lie and steal money from honest hard working, law abiding citizens with no remorse and no consequences.Business Response
Date: 08/21/2024
August 21, 2023
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22138355
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 5/1/24
To Whom It May Concern:
I have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************** states that he was promised a buyout for his previous security company. He was left with a $757.08 balance. The sales representative said that a tech would be sent out for any issues. He has issues with the doorbell and thermostat. He was promised 3 free months that he did not receive, and is being charged a partial payment for what was supposed to be free and claims to not have a copy of the contract.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 5/1/24 with an initial term of sixty (60) months. Vivints records indicate that ************** was given a **** gift card for $1000 to be used for his previous security company. Vivints records indicate that ************** was also given an additional gift card with the equivalent of 3 months of monitoring to use for his previous security company. Vivints records indicate that although 3 months of monitoring were applied to Mr. ****** account, he is still responsible for the payment of his equipment and extended warranty, which is the partial payment he referred to. Vivints records indicate that ************** called on 5/5/24 regarding his door lock and thermostat that were not working after a power outage. The representative resolved the issue while on the call. Vivints records indicate that there have been no further calls regarding equipment issues.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Vivint agrees to give ************** an additional 2 free months of monitoring in a gesture of goodwill. ************** may contact Vivints representative directly if he has any further questions or concerns.
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:08/13/2024
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 had Vivint service installed in a past residence, located in *******, in 2021. I sold the home in August/September 2023 and notified Vivint that their service was no longer needed. I was informed that to get out of the contract I had to pay the remainder. This remainder was paid in January 2024 in the amount of ****** (approximate) dollars and again requested the account fully closed. I began receiving E-mail notifications that the account was past due in July and August 2024 and contacted the service. They told me that although I paid the money, the account was never closed and I now have a balance due to them. I owe them nothing and have satisfied their requirements for closing the account; However, it seems Vivint feels differently despite the face that they provide no service whatsoever in my name. This account has been closed from me, the purchaser, and I now have a business telling me that I have to keep their service? Please assist in resolving this situation.Business Response
Date: 08/19/2024
August 19, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22137277
Complainant: ***********************************;
Vivint Account #: *******
Date of Agreement: August 13, 2021
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he sold his home in August/September of 2023 and cancelled the Vivint service. He states he was informed he must pay the remaining contract fees to cancel. ****************** states he paid these fees of $618.00 in January of 2024. He states Vivint has continued to bill him. ****************** desires to be contacted by Vivint and a billing adjustment.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on August 13, 2021. On August 15, 2023, ****************** requested the cancellation of his account due to moving, Vivint notified ****************** that he must pay the remaining contract buyout in order to cancel. On October 16, 2023, notified Vivint that his account should be cancelled. Vivints records show that ****************** was again informed that his contract buyout must be paid. On January 18, 2024, ****************** paid the buyout due of $659.96. On August 13, 2024, ****************** notified Vivint that his account should be cancelled and that he was still being billed.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has offered to cancel the account effective January 19, 2024, without further penalty or fees. ****************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/19/2024
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:08/13/2024
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 Doorbell feed has not worked since my install this month. I had a separate BBB case where a tech was sent out free of charge to fix it. Tech stated that this is a known issue right now. I was not told there was a known issue that on every Android and Iphone you can only see recorded clips and not the live video of the doorbell.Please let me know when the app will be fixed and in the meantime, what concessions will be made. The doorbell camera is useless without the live video in the app. At that point, we can just replace that with a ring doorbell or another brand's doorbell.Business Response
Date: 08/21/2024
August 21, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22135139
Complainant: ****** Nadrich
Vivint Account #: ********
Date of Agreement: September 25, 2023
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 told there is an issue that on android and iphone you can only see recorded clips not live video for doorbell. ****************** desires store credit.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers twelve (12) months of $5.00 off of the monthly service fee. ****************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/22/2024
Hi ****,
I hope all is well.
I would like the preface the below email with the fact that whenever I have interacted with you personally, you have done an amazing job and have stood by the Vivint name that I have known for the last 11 years that I've been a customer.
Wiht that being said, I have had Vivint for almost 12 years.
You can verify that I have had contracts throughout ******* and **************. In total - 5 apartments, 3 houses.
When I first signed up for Vivint, I left ADT. Vivint's customer service was amazing and very knowledgeable, especially tech-wise. If there was any issue with the system, a tech was sent to the home via regular customer service. I didn't have to file a ******************** every time I needed support.
Your support team (which is now outsourced and no longer Utah-based) doesn't know anything about the system and does not reach back out when promised. They do the bare minimum and walk the customer through condescending reboot steps that anyone with a Vivint system for more then 24 hours would know how to do already.
In this instance of my issue, customer service has been horrible, there has been as escalated case in which I was never reached back out to, and then a technician came to my house to tell me this was a known issue. If this was a known issue, it is false advertisement and almost fraudulent that I was convinved to pursue a new system when I moved.
The based of all systems with a house is the live feed of the doorbell. Without it, the entire system is useless.
Logically, I can get the same technology with a ring doorbell or a home setup from Amazon in which I can at least see a live feed from my Wifi. It would serve as the same premise, since the live feed is not technically monitored by Vivint.
With this as the current situation, we would like to request disconnection, removal of equipment, and ending our relationship with Vivint permanently. We do not expect any fees for this cancellation.
I am a software engineer and it is ridiculous that any techhnological entity with a video feed does not serve iPhone or Android correctly and that an immediate fix is not in place, which compromises the safety of my family and children.
Please cancel our contract and confirm a ZERO balance. We do not wish to continue with Vivint. I understand a tech will come by to remove equipment and that can be set up at any time.
Thank you.
***************************Business Response
Date: 08/27/2024
August 21, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22135139
Complainant: ****** Nadrich
Vivint Account #: ********
Date of Agreement: September 25, 2023
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 told there is an issue that on android and iphone you can only see recorded clips not live video for doorbell. ****************** desires cancellation and removal of the Vivint equipment without further penalty.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers the following options twelve (12) months of $5.00 off of the monthly service fee. Or, cancellation of the remaining Vivint monitoring contract without further penalty, however, ****************** will remain responsible for the remaining equipment line of credit and its associated fees. ****************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/31/2024
Thank you. Please confirm that the account has been canceled and billing has ceased with no final fees. Once confirmed, we can close the bbb case.Business Response
Date: 09/09/2024
September 9, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22135139
Complainant: ****** Nadrich
Vivint Account #: ********
Date of Agreement: September 25, 2023
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his rebuttal, ****************** is requesting confirmation that his account is cancelled, and billing has stopped, with no additional fees.
A Vivint representative has contacted ****************** via phone and email regarding this matter. Vivint has confirmed that there will be no further penalties to ****************** and is in the process of canceling the account. ****************** can expect his account to be fully closed in the next forty-eight (48) hours. ****************** 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:08/13/2024
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.
************************* a Vivint Salesman came by my house and sold me a Vivint Home security system. After he left the installation technician showed up and I decided not to go through with installation. ***** came back and offered a 30 day trial period instead of the original 3 and a cheaper monthly note. I tried cancelling a week later on August 12, 2024 and Vivint claims ************************* never offered me a 30 day trial period. I am essentially stuck paying $3000 for a bunch of equipment I do not even like or want. I feel like I was completely scammed and taken advantage of.Business Response
Date: 08/20/2024
August 20, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22135023
Complainant: ********************************;
Vivint Account #: ********
Date of Agreement: August 5, 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 recently contacted ************************ to resolve his concerns. At this time, Vivint agrees to cancel Mr. *********** account and equipment line credit if the equipment is returned. An appointment is now being scheduled to remove Vivints equipment from Mr. *********** home.
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: 08/27/2024
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:08/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
in Feb 2021, we sold our house, I called and canceled my Vivint serving, and I called again cause payments were still being taken out. I called and they informed me that I had to email vs call to cancel service, I emailed in June 2021 requesting a cancellation. From 2021 to 2022 I received a call from them stating that I owed a balance. At one point I paid over $400 to be done with Vivint. After almost a year of going back and forth, two employees emailed me stating that I did not owe a balance. Fast forward to 8/5/2024, I received a call from a collection agency stating that I owed a balance of $800.00 for Vivint. I called Vivint, and the lady informed me that she had seen ALL communication and she was getting a manager/supervisor. The gentleman got on the phone and stated that I would get a call back within 24/48 hours with a response. ********* never heard from someone until i got a text today 8/13/2024 from a collection agency stating that they would like to speak with me over my balance to Vivint. I called Vivint, the second rep i talked to would interrupt me and wouldn't let me finish telling her, she was rude as well telling me I owed it and contradicting what I was told in the past, and as well contradicting herself. I asked to speak with a manager. The manager came on, stating that she had seen the previous communication that I did pay over $400 and that she would have to send this off to be escalated to see if they could come up with a resolution, she said it could be 24 /48 hours. I took her name and her employee number as I had heard that I would be called back before and never was. I just want this over with, and Vivint to honor their word, and that the collection agency is told. Worst company to do business with.Business Response
Date: 08/19/2024
August 19, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22134683
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: May 30, 2018
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she sold her home in February of 2021 and cancelled the service. She states Vivint continued to ****** her. She states at one point she paid over $400.00 and was told that she owed nothing further. ****************** states in August of 2024 she received a call from a collection agency stating she owes $800.00. ****************** desires a billing adjustment.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) May 30, 2018. On February 12, 2021, Vivint records show ****************** requested cancellation of her Agreement due to moving. On June 3, 2021, notified Vivint that her account was supposed to be on hold for four (4) months. On September 28, 2022, the account was written off for non-payment.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has removed the account of ****************** from collections and waived the associated fees. ****************** 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:08/13/2024
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.
A Door to door sales person from Vivint showed up at my home on 08/03/2024. He sold me a security system that I wanted. He told me that I was approved for up to $4000.00 in equipment. I opted not to get all the equipment in the package and only ordered less than half of what was in the $4000.00 package. He explained the monitoring fee would be around ***** per month and the equipment would be financed and be around $62.00 monthly. I agreed to this. While he was still at the house a tech from Vivint showed up and said he could not do same day installation because he did not have the equipment I ordered. He did have the "panel" and installed that saying he would be back in the next week to install the alarms. A week later on 08/09/2024 he did complete the install and all was fine until I received an invoice for $4000.00 on 08/10/2024. I called to get resolved and no one could help because it was on a Saturday. I decided to cancel and was told I was not eligible to cancel because my "trial period" started the day the panel was installed. Even though the panel is useless without the alarms. Now I am told I owe $4000.00 for maybe $1000.00 worth of equipment and unable to cancel without paying full price and early termination fee. I tried getting someone to continue the service but allow me to only pay for items I received and were installed. Apparently, you are billed the full amount of what you are approved for regardless of how little you actually install. No one is able to help or wants to resolve the issue. They have a signed contract and that is all they care about. I would like to have the service continued and have an equipment bill for only the items I purchased.Business Response
Date: 08/19/2024
August 19, 2023
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22133579
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 8/3/24
To Whom It May Concern:
I have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ************** states that she agreed to pay around 60 a month for monitoring and about 62 for equipment. She later got the invoice for the equipment. You want to pay for only the equipment that was purchased.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 8/3/24 with an initial term of sixty (60) months. Vivints records indicate that on 8/15/24, ************** Vivint received pay off confirmation from Fortiva. She also made a payment for the remainder of the equipment and received a free month of monitoring and a $10 credit for the next 15 months.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Vivint agrees to apply an additional 2 months of monitoring and make sure all issues have been resolved. ************** may contact Vivints 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/12/2024
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 smart home security system was in our neighborhood knocking on doors representative after talking us into getting this system month later we found out that they opened up a line of credit in my name to purchase this equipment I was not aware of this we was never told this that a line of credit had to be open I just retired I'm not looking to take on any other bills I hope these Representatives read these remarks someone please get in touch with me so I can cancel this it's only been 30 days we already had an alarm system God seems so trustworthy but he was just a liar he was not upfront about the detail things about what I was signing vivint wants $900 hundred too cancel and $2,900 from ************* for the equipment line of credit they scammed us good..need helpBusiness Response
Date: 08/21/2024
August 21, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22132792
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: June 24, 2024
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that when he started the service, he was not made aware of the equipment line of credit that was opened under his name. ****************** desires the monitoring service agreement to be cancelled without penalty.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on June 24, 2024. On August 12, 2024, ***************** called Vivint saying he was not aware of a separate payment to Citizens Pay for the equipment line of credit. Vivints representative explained that he participated in a Pre-installation survey in which the equipment line of credit was explained and agreed to. ****************** states that he could not afford payments,requested to return the equipment, and have the monitoring service cancelled.On August s16, 2024, ****************** called again regarding this matter and requested to have the Agreement cancelled.
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 of the equipment line of credit, and to refund 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 LegalInitial Complaint
Date:08/12/2024
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 Vivint equipment and services initially back in 2019 to help secure my home and property. My service was fine until last March 2023 when I had to move my equipment to a new house. ******* kept appearing on my account that I did not incur and they would not take them off. Now, as of August 9, 2024, another set of charges has appeared on my account to the amount of $1768.68. They told me by phone that I got new equipment but I haven't. I am on the phone with them again asking for them to take these false charges off of my account and discontinue my service with them but they have refused. I can't afford an attorney. I'm a single mother and a school teacher for kids with special needs.Business Response
Date: 08/20/2024
August 20, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22131340
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: June 1, 2023
To Whom It May Concern:
I have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, **************** explains that her system was installed back in 2019, but she had to move in March 2023. She further explains that she is now seeing new charges on her account and has been told it would be taken off, but she got another new charge of $1,768.68. **************** desires a refund and cancellation of her services.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns. Vivint has also waived her past due balance of $239.96.
Vivints records show that following ****************** move, she signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of forty-two (42) months. This shows a monthly services fee of $45.66, and total equipment and move fee of $1,046.1, plus applicable taxes, during that term. Vivints record further shows that on March 9, 2024, **************** upgraded her equipment for a total of $1,569.63 that was financed through Fortiva line of credit.
Vivint agrees to the above resolution. **************** 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 Legal
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