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.
- 2,974 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:08/08/2024
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.
In May 2024, my card started declining for monthly payments. The reason was "bad card". My card was active and funded every month, but this went on from May until Aug 2024. I have chatted with agents online and called, verified my card information, and still, the payments would come back days later- "bad card". We lost access to our cameras through our phones and could only see them on the panel located by our front door. I tried to resolve this several times, was told the payment went through only to end up with it bouncing. I even confirmed with my bank that it was NOT an issue on their end. On Aug 5, 2024 my bank acct was charged for FIVE months of payments to Vivint in a single day. My wife called and asked what happened. They stated that we signed an authorization to retry the card on file when a payment declined. My wife informed them (as she works in finance) that she was aware that they were allowed to process the payment again in the same month it was declined, but it was illegal to take 5 months of payments at once. They hung up on her. On 8/8, she called again and spent 45 mins "proving" our equipment was paid off in order for us to cancel. Once accomplished, she asked for the 5 charges to be refunded. The agent in Billing said she could only refund 2, but had to set up a payment arrangement for 2 payments. She clarified that we would get $42.98x2 back, but had to pay THEM the same amount in the next 2 months. My wife said that made no sense as we would still end up with $0 and no refund. The agent confirmed that was correct and is their "policy"... twice. My wife spoke to a supervisor who offered the same 2 payments to be refunded, plus late fees, totaling $115 of the $180 they took. She informed them that it was not legal to take 5 payments in a day, but they still have refused to comply with our request. We also found out that none of the calls, including the one on 8/5 (with 2 agents) were ever notated, so they had "no record" of our requests.
Business Response
Date: 08/14/2024
Tell us why here...8/14/2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22115589
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 2/3/2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains Vivint withdrew five payments within one day from his account. ************** requests a refund.
To assist **************, Vivint has agreed to refund him a total of $161.08. Vivints records show three payments of ***** and one payment of $32.14 were withdrawn. ************** will receive his refund as a check.
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: 08/14/2024
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:08/08/2024
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 finished my contract with Vivint in January of 2024. All equipment was paid in full. I have attempted to cancel service with them numerous times. They keep telling me I have to request cancellation and it will take 30 days. This is now August and I am still battling with them. I cannot stress how many times I have canceled service with them.Business Response
Date: 08/15/2024
August 14, 2023
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22115278
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 1/17/19
To Whom It May Concern:
I have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ****************** claims that she has been trying to cancel since 1/2024. She is being told that it will take 30 days.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 1/17/19 with an initial term of sixty (60) months which states this Agreement may be terminated at any time after the initial term upon at least thirty (30) days prior written notice. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivints records indicate that ****************** did not make any contact with Vivint between 10/9/2022 and 3/19/2024. Vivints records indicate that ****************** called Vivint on 3/19/24 and had her account taken off auto pay and said she wanted to cancel but did not allow the representative to give cancellation instructions. Vivints records indicate that Ms. ******** last monitoring payment was made on 3/18/24. Vivints records indicate that had ****************** account not been 4 months past due, the account would have been cancelled on 7/20/24, in accordance with her agreement. Vivints records indicate that Ms. ******** account is now past due in the amount of $233.78 and is scheduled to be transferred to an outside collection agency for nonpayment.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint agrees to cancel ******************** once her account is brought up to date. To assist ******************, in a gesture of goodwill, Vivint agrees to apply a credit for half of Ms. ******** past due balance in the amount of $116.89. ****************** may contact Vivint at ************ to make a payment so her account may be cancelled. ****************** 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:08/08/2024
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.
The services were sold & purchased based upon false advertising & promises!! I have a disability , Im a single recently divorced mother of 8 children & on a fixed income, which was all explained to the sales when he lied about the free equipment & monthly monitoring amount! . Vivint not only allow this guy to rip me off but they also rip me off because they take hundreds of moneys out my bank card & but still tell the credit folks that Im no payments to me my credit up!!!Business Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22115260
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: August 30, 2023
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 with forgiveness the monitoring service agreement and equipment line of credit with Fortiva. ************** 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 LegalInitial Complaint
Date:08/08/2024
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 salesman of vivint sold us an alarm system that includes doorbell, 1 camera and a control panel, he didn't mention that was going to be 3000 dlls that i believe is excessive, he said cancellation policy was just if we didn't like the service to call them and just pay for the monthly fees, and that's not the caseBusiness Response
Date: 08/14/2024
August 14, 2024
Vivint Louisiana, LLC
*****************************************************
************, *******; 71111
November 17, 2021
Better Business Bureau
PO Box 52035
**********, LA 71135-2035
RE:Consumer Complaint Case #: 22114928
Complainant: ********************************;
Vivint Account #: ********
Date of Agreement: June 18, 2024
To Whom It May ***************** have reviewed the information provided by *************************************** and appreciate the opportunity to respond.
In his complaint, ******************** explains that when he signed up with Vivint. He was not aware of the bill for $3,000 and was told to just call in to cancel if he did not like the services.
At this time, Vivint agrees to cancel Mr. ********* Agreement 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 $36.47, and total equipment fee of $2,917.16, 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 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 Louisiana, LLCCustomer Answer
Date: 08/14/2024
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:08/08/2024
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.
Paid alot of money for equipment that was not installed because the technician didn't have it on his truck and never returned to complete the job. Drilled holes and left house a mess. Left safety hazards with wires laying around and not properly wire managed. Missing 3 motion sensors, spotlight camera, doorbell camera and a garage door opener on my other system. Technician came out in rental car and claimed to not have all the equipment for the job. Unprofessional. Stay away from these people. Hard to think that I am in a contract with them to provide "security" to my home!Business Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22114246
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: July 22, 2024
To Whom It May Concern:
I have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that not all his equipment was installed. He states the technician has not returned to finish the installation. **************** states holes were drilled, and a mess was left leaving a safety hazard. He states he is missing three (3) motion sensors, spotlight camera, doorbell camera and a garage door opener. **************** desires to have the job finished, a repair, and a refund.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on July 22, 2024. On July 22, 2024, **************** reported that his installation was incomplete. **************** also reported that the technician left holes and a mess leaving a safety hazard. On August 12, 2024, Vivints records show **************** worked with Vivints Executive Resolution team on a resolution. The resolution that was agreed upon was a technician to complete the installation and six (6) months of free service.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has requested confirmation that this matter has been resolved and has offered an additional two (2) months of free monitoring service in hopes of resolving this matter. **************** 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:08/07/2024
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 8/2/24 I spoke with a representative and upgraded my equipment. The total amount of the equipment was $1043 and my monitoring service was supposed to stay at $32.14 a month. The new equipment was a new panel (provided free of charge w/the promotion) and 20% off the other equipment which was 2 doorbell cameras and an outdoor camera. The technician came on 8/5/24. The paperwork he had was incorrect the amount was $1574. I spoke with the customer loyalty department *************************** and ******************************* who advised me to sign the paperwork in order for the work to be completed. I was then quoted an amount of $1059 which included dvr playback. I was told I would get another agreement within 24 hours. Two days went by and no new agreement was sent. Then on 08/6/24 I was charged $8.38 then on 08/07/24 I was charged $5.87 and $26.47. A Even though I paid my bill in the amount of $32.14 on 7/30/24. I called in only to be told none of the conversations I had were documented and also my bill was changed to the 5th of the month which no one told me. The 3 charges had my account over drawn. This h Whole experience has been an absolute s*** show. I have been a customer for several years and I cant believe how unprofessional the customer service is. I have spent several hours on the phone with representatives only to keep getting transferred and no one has fixed my account. I would like my account to be fixed or Ill be forced to take my services elsewhere.Business Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22109656
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 reached out to **************** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, Ms. ****** 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: 09/25/2024
Complaint: 22109656
I am rejecting this response because:on 08/02/24 I had new equipment installed. The technician had paperwork for me to sign but the amount was incorrect. He called in and had the order corrected and the *** stated I would receive a new contract. I never received the new contract. I have spoken with several ***resentatives all of whom have not been able to get my account corrected. I have asked for management ***eatedly. No manager ever comes to the phone or calls me back. My account was sent to legal to a person called **** *** her number is ************. I have left her several voicemails and she hasn't called me back either. on 08/02/24 when my technician called in, I was told that my smart hub panel would be free, and all my other equipment would be 20% off. so, each doorbell camera was $199.99 plus tax $20.50, the outdoor camera was $319.99 plus tax $32.80 which equals $773.27. This is the amount my equipment should be not $1500 which is what was ***orted to my credit. I asked for all my old equipment to be returned, and the new equipment picked up and a ***resentative said i only had 30 days to return the equipment. However, if someone had told me that or even corrected my bill it wouldn't have gone past 30 days. I have called in countless times to get this fixed and this is my 3rd complaint to the better business bureau regarding this same issue
Sincerely,
******** ******Business Response
Date: 09/30/2024
September 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22109656
Complainant: ******** ******
Vivint Account #: ********
Date of Agreement: August 5, 2024
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ******** ****** and appreciate the opportunity to respond.
Vivints record shows that a refund in the amount of $239.99 was issued to Ms. ************* Fortiva line of credit on August 27, 2024, to adjust the cost of her equipment loan. In addition, two credits of $99.00 and $20.52 was applied to her account as good will.
Vivints records show that Ms. ****** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $53.61, and total equipment fee of $1,474.75 that was financed through Fortiva, plus applicable taxes during that term.
Vivint agrees to the above resolution. Ms. ****** may contact ********************************** / ************) to return her recently installed equipment in order to cancel her Fortiva loan.
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: 09/30/2024
Complaint: 22109656
I am rejecting this response because: this is not the amount that was quoted to me over the phone. The representative told me to sign the agreement so the technician **** ***** ** would complete the work. He called in the day of my installation and the representative assured me he would update my account to the correct amount and then send a new agreement which was never done. I was told my smart hub panel would be free. And all my equipment would be 20% off. This is what my agreement should say. Doorbell Camera Pro *** 2 $199.99 plus the tax $20.50 (I have 2)Outdoor Camera pro *** 2 $319.99 plus the tax $32.80 which equals a total of $773.27
if this company took the time to review my account and pull all the calls from August ****** through the end of September they would understand the frustration Ive endured all because the multiple representatives poorly handled my account and no one has been able to correct it. I have been a loyal customer for several years and this is the repayment.
In addition how am I supposed to return equipment to **** *** when never answers my calls or even returns them. And who is going to uninstall this equipment and return my old equipment that was fully paid for?
Sincerely,
******** ******Business Response
Date: 10/03/2024
October 3, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22109656
Complainant: ******** ******
Vivint Account #: ********
Date of Agreement: August 5, 2024
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ******** ****** and appreciate the opportunity to respond.
Vivints record shows that a system downgrade has been scheduled for October 8, 2024, to remove the newly installed equipment from Ms. ******* home. Following that, the Fortiva line of credit will be cancelled with a full refund and Ms. ****** would be back to her previous equipment.
For any additional questions or concerns regarding this matter, Ms. ****** 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:08/07/2024
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 a no solicitation sign on my property. It is visible from the street. And its specificaly indicates that I do not want salemens. I also use a camera to communicate with anyone at my door prior to opening my door. These door-to-door Vivint salesmen are such a nuisance. This is the THIRD time that they have ignore the sign and came ringing my door bell trying to sell me their product. Mind you, Vivint is trying to sell me their security hardware and services. I answer them through my security camera with has 2 way audio. All 3 of these clowns stand almost ***** feet away to where I cannot hear anything they say. And while I asked them multiple times to get closer to the door so I can hear them, they don't budge and they face away from the camera. I have to go through my back door and walk around my house to find out who they are and what they want. In other words, this is a salesmen that is selling home security systems and creating a security liabity to get a sale? Are you serious? When I tell them no thanks, I am not interested. They start to pointing out how inadequate my security system is or critisizing other minute observation they have made within the last 5 minutes. I told them no once. That should be sufficient. This is when I tell them to get off my property.I called their customer service to complain as it is the 3rd time this has happened. They gave me the run around and failed to take accountability for their salesmen. Yeah.. a security company with 0 accountability. Imagine that. Next time, I will let them talk to my dogs. There is a reason why that no solicitation sign is up.Business Response
Date: 08/14/2024
August 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22109638
Complainant: *****************************
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In his complaint, ************** mentions that there is a no soliciting sign on his property that is visible from the street. He further explains that the door-to-door salesmen from Vivint continue to be a nuisance.
The kind of behavior ************** has reported is not consistent with Vivints policies and will be reported to the sales management in Mr. ****** area. Vivint apologizes for any inconvenience this may have caused and 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:08/07/2024
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.
Ive been a customer of ********************** since 2012 and this year has been the worse getting equipment repaired. I contacted customer support 3/11/24 because the outdoor driveway camera was picking up movement 3 doors down from both directions. Getting numerous notifications regards to where I set the detection zone. Took numerous calls to resolve. Seems like when there is an update, I have problems. On 7/27/2024 the panel shows an update available. So I updated and this is when the problems start again. The outdoor camera and spotlight was not working. The events would not load. The camera would pick up sometimes and the spotlight was not working at all. Because of the language barrier I contracted technical support through chat with ****************** at 7:20 pm est. this chat lasted for 2 hours with me climbing up and down a ladder to continuously reset the bridge, This did not resolve the problem and I was told it would be resolved. But it was not. I contacted technical support again on 7/29 1:45 pm with *********************. This was a phone call. Not sure if the name is correct. Still not resolved. I was told a technical would be sent to my house on 8/5. I took the day off and no show. When I contacted them that evening to confirm the technical was still coming, I was told I had no appointment scheduled. I talked with 2 different support that day. **************** Then a ***** which told me there was a technician contacting me around 5 pm. Still no one. I have paid a lot of money for this equipment. This company has a bad business practice of not informing you of additional fees. I missed a day from work and dont think think I should pay for a technician when this is due to their update. All I want is the equipment to work properly. Every time I contact support I spend one to two hours doing the same steps over and over and nothing is resolved. I am so done with this company.Business Response
Date: 08/14/2024
8/14/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22109014
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 10/18/2012
To Whom It May Concern:
I have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains her equipment is not functioning properly. **************** is requesting that Vivint repair her system.
To assist ****************, Vivint is willing to send a technician to her home at no cost. A representative has contacted *************** via email to schedule an 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: 08/22/2024
Complaint: 22109014
I am rejecting this response because:The camera has not been fixed as of today. I have an appointment but it is scheduled a month out
Sincerely,
*************************Business Response
Date: 08/27/2024
8/27/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22109014
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 10/18/2012
To Whom It May Concern:
I have reviewed the information provided by **************** and appreciate the opportunity to respond.
To assist with this inconvenience, Vivint has added a two-month credit to ****************** account.
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:08/07/2024
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 switch my service to Vivint, they made a lot of promises, but did not follow through. They promised to pay off my prior alarm service, but they did not.Business Response
Date: 08/15/2024
August 15, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22108983
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 5/29/24
To Whom It May Concern:
I have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ********************** states that she was promised that her prior alarm service would be paid off in full, but it did not happen.
Vivints records indicate that ********************** signed a Purchase and Services Agreement (Agreement) on 5/29/24 with an initial term of sixty (60) months. Vivints records indicate that ********************** was given a free month of monitoring on 6/12/24. Vivints records indicate that Ms. ********** third party buyout gift card was increased by an additional $1000 and was sent to ********************** on 7/8/24.
A representative from Vivint has reached out to ********************** in an effort to resolve this matter. Vivint sent a Visa Gift Card to ********************** to use to pay for the early termination of her previous alarm company. ********************** 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:08/07/2024
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.
Had a salesman come to our home to gain us as Vivint customers. I was unsure and *** gave us a credit for a month trial. Well I called today, August 7th, because the *** told me that was the last day to call and so I called today after having a month trial. Well apparently the cancellation was only a 3 day period, which I wasnt told. When I tried to cancel they told me I would have to buy out of my almost $4,000 contract because we were out of the cancellation period. I was never told that it was a loan company(who I called and they told me that it was okay to cancel and that Vivint would just have to refund them and if not I would have to pay). I was also unaware that it was a contract. I didnt know any of this until getting a letter in mail. Not only that, but we cant even use the full product because the Tech installing accidentally ripped out the writing for the front porch lights so we couldnt could not hook up the Vivint sensory lights and maintenance had to come install new lighting, which of course Vivint lights cant s**** into it now. He also drilled when we told him we couldnt due to it being a rental home. Had I know how terrible Vivint was I wouldnt have tested it out. Im 100% not satisfied with the way they offer false promises or lie about the product.Business Response
Date: 08/13/2024
August 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22107986
Complainant: ******* ****
Vivint Account #: ********
Date of Agreement: July 6, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ******************* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. ***** Agreement and Fortiva loan if the equipment is returned.
Vivints records show that Ms. **** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $54.46, and total equipment fee of $2,923.25 that was financed through Fortiva, plus applicable taxes during that term.
Vivint agrees to the above resolution. Ms. **** may contact ********************************** / ************) to return her equipment. Following this, Vivint will refund all payments made, 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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