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
- 8,368 total complaints in the last 3 years.
- 2,964 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:07/31/2024
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 used vivint as my security system starting in 2020. The end of June 2024 I got a new system and on July 1st 2024 I canceled service with vivint. The man on the phone said that he sent the email I needed to confirm cancellation numerous times while I was in the phone with him and while waiting tried to give me all these reasons to stay. I called back an hour later and after asking ***** times for them to send me the email he finally did. I filled out the email and sent it in. I have received no less than 20 phone calls from vivint acting like I never canceled my service. Then today, all of a sudden, they tell me I had a five year contract, but cant provide me with a copy of said contact. Then they tell me that I need to get ahold of Fortiva, the credit place that financed my equipment so they can provide proof of when I paid the equipment off. Its been so long, cause I paid it off early, that they no longer have my information. Vivint is a complete joke and their customer service is ridiculous!!
Business Response
Date: 08/07/2024
August 7, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22072620
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 1/9/20
To Whom It May *********************** 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 Ms. ****** Agreement and forgive her past due balance. ************** 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 LegalCustomer Answer
Date: 08/07/2024
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:07/31/2024
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 Monday July 15th a salesman showed up to our house and showed us a security ****** that we thought would be a good idea. He promised that the ****** would work with the Alexa ****** that I use to view the cameras in my elderly fathers bedroom (to make sure he hasn't fallen). He also said that the cameras would work if there were no internet since they were equipped with cell phone chips/cards. Which is not true. He promised a ****** credit for one of our ring cameras, he promised my son would get a ****** credit for referring us. On July 25th our door lock stopped working. We did the troubleshooting for the electronic door lock, but had to schedule a technician. The technician was to come to our house on July 26th, i had two confirmation texts from Vivint to confirm the appt on 07/26 from 8-12. No one showed up after I took off work for the technician and waited all day. No courtesy call to let me know they weren't coming. On Sunday July 28th, I spoke to customer service and was told that the technician cancelled the appt and that they would have to reschedule for Aug 15th. She said she would call me on Monday due to the scheduling **** being closed. No phone call. I called them on Monday July 29th and was told that they would escalate a technician and I would receive a phone call. NO CALL!! Everything I have been told has been a lie. The customer service **** is awful, they do not care that their equipment doesn't work and puts the problem off on another department. I want a full refund, I want the charges on my credit to be closed and I want this faulty equipment taken down out of my home and my ADT equipment reinstalled. I had ZERO problems with ADT but VIVINT has been horrible. We are paying for equipment that doesnt work and can not get a technician to come out to our property!! The salesman even said that the technician lied to us, that he didnt want to come out. What kind of a business is this!!Business Response
Date: 08/07/2024
8/7/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22070866
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 7/16/2024
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains she is dissatisfied with the equipment and service. **************** requests cancellation and a refund.
To assist ****************, Vivint is willing to cancel and refund her account upon receipt of the equipment. A representative has contacted **************** via email to schedule the system removal appointment.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/30/2024
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 made several attempts to cancel it (3 total). I have been made responsible for a four year contract, though I don't remember signing a four year contract. though I have tried to cancel the account and settle the bill, they have not allowed me a means of seeing the bill or paying it.Business Response
Date: 08/05/2024
August 5, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22068589
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: August 14, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she has attempted to cancel the monitoring service three times. ************** states that she does not recall signing a four-year contract. ************** desires the monitoring service agreement to be cancelled, the balance to be settled and to stop the negative reporting.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on August 14, 2023, for a sixty (60) month term. On June 24, 2024, ************** called requesting to cancel due to moving and no longer needing the service. Vivints representative advised ************** about the buyout process and the requirement of needing to pay off the equipment line of credit in full. On July 19, 2024, ************** called about her options to cancel the agreement. Vivints representative explained the cancellation process and sent **************** the information needed on her written notice of cancellation. Vivint received a written notice of cancellation from ************** on July 22, 2024.
A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, *********************** records show that **************** agreement is in the process of being cancelled. ************** has no further obligation to Vivint.
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: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/30/2024
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.
We have tried to cancel services 3 times in the last two months. We get told different things about how to cancel but no procedure given has actually resulted in a cancel or credit as promised and we continue to be charged as we have been. We want to cancel this service and no longer pay for the service. The equipment is broken and calls to fix it result in the company wanting a new contract which we do not want to do given its inadequacy. We have talked to reps and supervisors with no resolution and continued misinformation and/or lies.Business Response
Date: 08/05/2024
August 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22068579
Complainant: ***** and *************************
Vivint Account #: *******
Date of Agreement: May 23, 2015
To Whom It May ***************** have reviewed the information provided by Mr. and ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. and ******************** and a resolution has been agreed upon. At this time,Vivint has agreed to cancel the monitoring service effective August 1, 2024,when the written notice of cancellation was received waiving the thirty (30)day cancellation processing time. Vivint also agrees to refund the amount of $57.14. Mr. and ******************** may contact Vivints representative directly if they have any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/08/2024
Complaint: 22068579
I am rejecting this response because:Vivint agreed to credit our account $57.14 and then only credited it $53.46. The emails with the company representative continue to quote when they received our written notice without acknowledgement that we tried for several months to cancel and were given inconsistent and conflicting information on how to do so and the cost of doing so. It is our view that this company seeks to mislead in order to increase their profit from their customers. We will not pursue further action but hope this can provide information for consumers considering this company in the future. Overall, the company has poor service, equipment, customer service, and misleading contracts and policies.
Sincerely,
***** And *************************Business Response
Date: 08/15/2024
August 15, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22068579
Complainant: ***** and *************************
Vivint Account #: *******
Date of Agreement: May 23, 2015
To Whom It May ***************** have reviewed the information provided by Mr. and ******************** and appreciate the opportunity to respond.
In their complaint, Mr. and ******************** state that Vivint agreed to credit/refund the amount of $57.14, however, only credited/refunded $53.46. Mr.and ******************** desires to be refunded the difference of $3.68.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on May 23, 2015. On August 12, 2024, Vivint refunded the amount of $3.68 for the difference in the amount quoted that would be refunded.
A Vivint representative has attempted to reach Mr. and ******************** to assist with this matter via email. After reviewing the account, *********************** records show that the amount of $3.68 was refunded on August 12, 2024, back to the original payment method. ******************** has no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. Mr. and ******************** may contact Vivints representative with any questions or concerns they may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. We are pleased to no longer have a contract with subpar service, equipment and customer service. We completed our (very expensive) obligation to the contract that was poorly explained by a Vivint representative. I appreciate the BBBs role in helping to facilitate a resolution.Sincerely,
***** And *************************Initial Complaint
Date:07/30/2024
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 contacted Vivint after seeing their ads online. I first spoke with ***** on the morning of June 1, 2024, and he told me to contact him back at his "personal" # ************ with any questions. Of course, he never responded to any questions sent his way. When our installer arrived, he seemed nice but was young and inexperienced. He installed 3 separate keypads, 2 small/1 main. One of the small keypads was attached to the wall with velcro and only stayed attached for a few hours--exposing a large hole in the wall with no wires attached to the keypad. The front door and back door deadbolts he installed are supposed to be able to be controlled by the app. He had not set them up correctly, so they were not working. He took down our Ring doorbell-even though we had never requested Vivint doorbell. I told him we didn't request that, but he didn't take it down. Our doorbell has never worked since he messed with the system. After he left, and I realized the system was not truly working, I called Vivint back that night. I spoke with ******************************** who asked for my password. I told him I hadn't set up a password yet and he assured me that I had. After arguing over that for some time, he agreed to send me an email with the password that "I had created." He sent me the password and that's when I realized that our tech had not only known our 4-digit code (as I saw him enter it on the large keypad on multiple occasions), he had also created the password "F150" for our family-without our knowledge and without sharing that information with us. In the time since the install, our small garage keypad is still inoperable, the doorbell (that we didn't order but are apparently being charged for) has still not worked, we had no clue we were entering a loan process (was told they just needed to check our credit to make sure we would pay on time), never watched videos that I'm told they were supposed to have us watch. The garage doors are "offline" half of the time. We want out!!!Business Response
Date: 08/05/2024
8/5/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22068334
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 6/8/2024
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ explains she is dissatisfied with the equipment and service. ************ is requesting cancellation of her account.
To assist ************, although she is contractually outside of her Right of Recission period, Vivint is willing to cancel and refund her account upon receipt of the equipment. A representative has contacted ************ via email to schedule a system removal appointment.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/19/2024
Complaint: 22068334
I am rejecting this response because:I recently filed a BBB complaint on Vivint. Equipment works sporadically, some not at all, and it was installed in June 2024. Pre-install customer service was tolerable, post-install the company as a whole is impossible to work with. Installer created our passwords for us without our knowledge and never told us what he had created, he didn't install one of the panels and only velcro'd it to the wall, doorbell doesn't work, batteries already low, Carbon Monoxide detector "not functioning." I received an email from a Vivint Legal Assistant "*****************." On Aug 5, 2024, at 5:52 PM, **********************;<************************************ style="color: rgb(33, 37, 41); font-size: 13px; font-family: "Proxima Nova", sans-serif;">wrote:? Hi ************, I recently received your complaint from the Better Business Bureau. I understand you are dissatisfied with the equipment and service. You are requesting cancellation of the account. To assist you, although you are outside of your Right of Recission period, I am willing to cancel and refund your account upon receipt of the equipment. Please let me know your availability and I will schedule the system removal appointment. Thank you, ***************** Legal Assistant ************ *I have called her number over a dozen times, have left voicemails, and have responded with 3 emails. She has not returned one call or email. I do not believe she had any intention of following through with canceling my account. I want our account canceled, any future payments canceled, and I want to know what to do with the equipment. On Aug 6, 2024, at 3:18 PM, ************************;<*************************************><************************************ style="color: rgb(33, 37, 41); font-size: 13px; font-family: "Proxima Nova", sans-serif;"><**********************>wrote:? When is your earliest availability? Sent from my iPhone On Aug 9, 2024, at 8:16 PM, ************************;<**********************>wrote:? Tomorrow? Monday afternoon, Tuesday. Sent from my iPhone From:**********************?/To:***************** Mon, Aug 12 at 2:59 PM Please call me so we can set up a time. I dont have time to play the reply every few days game. Lets get this done. ************ Sent from my iPhone We want out, refunded, cancel our account.<*************************************>
Sincerely,
***********************Business Response
Date: 08/20/2024
8/20/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22068334
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 6/8/2024
To Whom It May Concern:
I have reviewed the information provided by ************ and appreciate the opportunity to respond.
Vivint has scheduled the system removal appointment for August 22, 2024 from 8 am-noon. ************ 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:07/30/2024
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 claims that service was extended an additional 36 months with verbal authentication only. No contract was sent out, no notice of service due to expire. They state policy information over the phone, but when asked to send written policy information for the customer to view, they say they don't have access to it. How can a contract be renewed and you not receive any forms or documents stating the new or extended terms? Now, when trying to cancel, there is nothing but push back and you get sent to collections for breaking terms with them at their word only. This business is scamming people to stay with them and providing no information for the client to keep on hand for their own record keeping. Absolutely corrupt.Business Response
Date: 08/06/2024
August 6, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22066017
Complainant: *********************************
Vivint Account #: *******
Date of Original Agreement: 9/3/20
Date of Agreement Extension: 1/22/24
To Whom It May *********************** 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, despite the recording of ********************** agreeing to $10 off each month for 36 months, Vivint has agreed to cancel her service. ********************** 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:07/30/2024
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 continues to charge me an monthly fee of $37.14, even after I requested numerous times for the account to be cancelled after receiving poor customer service and treatment as a long time customer. We sold our home in April and had an appointment for our equipment to be removed, but the tech never showed up. We called Vivint numerous times to get an ETA on the tech and were told they have no way to contact the tech or locate them for an ETA. We were told to hire a handyman and pay them to take down the equipment (they sent a video on how to remove the equipment) and we could send in the invoice for a refund. Well, that never happened because the supervisor stiffed us and no one wanted to take ownership for the costs. Although, we purchased the equipment upfront for over $3,000, we were fed up and told them we wanted to cancel. I was ensured the account was closed and cancelled. We received one last prorated bill in May and thought we were done. No, we started to receive texts stating we had an appointment with a tech. We then called again numerous times to question to the text and to ensure our account was cancelled. Every rep ensured us our account was cancelled and it was a system glitch on the texts and to ignore them. I continued to call Vivint, since the texts were still coming and the reps continued to ensure me the account has been closed since April. Finally, the texts stopped and then 3 months later $37.14 was charged to my account again in July (yesterday). We sold the house where this service was offered, we were renting, so we do not want or need the service. I want them to stop charging me for services that have been cancelled and that have not been used since April 18th. I have confirmation of calls and they acknowledge the account was closed, but I am still being charged months later!. I am going to my bank today to block Vivint charges, but I want to be refunded back on my debit card for the July charges.Business Response
Date: 08/05/2024
August 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22065331
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: July 28, 2022
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************ explains that Vivint continues to charge him a monthly fee of $37.14 after numerous cancellation requests. ************ desires a refund.
At this time, Vivint agrees to cancel ************** Agreement and issue a one-month refund of $37.14 to his card ending in 6468. 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:07/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
June 3, 2024 Door-to-door salesman told us we had a 3-month trial period and could cancel the service at anytime. I called Vivint to cancel and they told me I had to pay them a $700 cancellation fee. They said that since I signed the contract I agreed to this cancellation fee.I was not given any contracts to sign, neither physically nor digitally. My signature must have been forged for this to happen.Vivint customer support are completely helpless and despite being told that I didnt sign any contracts, they still expect me to pay the cancellation fee.Business Response
Date: 08/06/2024
August 6, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22064861
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 7/1/24
To Whom It May *********************** 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 apply a 3 month credit to her account, explained the contract, and answered all questions. ******************** 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:07/29/2024
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 have been having issues with the alarm system from day one of purchase. It got to the point when I was finally ready to give up and cancel. When I called into their retention department, they talked me into staying and set me up with a $10 a month service plan and sent out a technical to check my system and included a FREE updated doorbell. Well, that "free" ******** was just charged to my account and trying to get in contact with someone at Vivint to fix it has been a nightmare. I want my credit card debited back immieditly - and no, I do not want it credited to my Vivint account, I want a REFUND because it should never have been taken from my card in the first place.Business Response
Date: 08/05/2024
8/5/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22063576
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 2/29/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to refund $107.54. ************** 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 LegalCustomer Answer
Date: 08/08/2024
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:07/29/2024
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 representative of Vivint security system came to my house to sell me a security system for my home. Within an hour of my wife and I agreeing to purchase the system a tech came to install the panel and cameras. On that day it was raining, so the tech was unable to complete the installation and the tech had mentioned to me that the notice of cancellation would start when the complete installation has been completed. Two weeks have past and we still don't have the full security system installed. I called Vivint to get a refund, but they are telling me that I only had 3 days to cancel while the tech told me that my notice of cancellation would start when the full installation has been completed. I spoke to customer service on a back and forth call and they are telling me that I need to pay the full $4,000 when I don't even have half of the things installed that were in the contract.Business Response
Date: 08/05/2024
August 5, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22062278
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 7/18/24
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ****************** states that he wants to cancel because his system was not fully installed.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 7/18/24 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 (excluding holidays) after the date of this transaction. Vivints records indicate that the installation technician installed all monitored equipment. The cameras were not installed to rain and because ****************** said it was too late and asked him to leave. Vivints records indicate ****************** called Vivint on 7/29/24 to because the equipment had not yet been installed. The representative offered to finish the installation and give him 2 free months of monitoring, which ****************** declined.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint agrees to send a technician to install the cameras and to give him 3 free months of monitoring. ****************** may contact Vivints representative directly to schedule the technician or 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 Legal
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