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
- 8,353 total complaints in the last 3 years.
- 2,972 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:07/27/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint has lied about the services they provide. I was told upon creating an account I would have 24/7 monitoring. This is not true. It was never 24/7 monitoring until I lost a whole car behind this company not monitoring my property. The system picks up bugs spiders and all kinds of stuff but it missed a whole car being smashed into?? The techs are incompetent of the features and software. They will not allow you to speak with a supervisor. I was promised 24/7 monitoring on 7/19/24 and I started services on December 2021. So I was paying over two years for a service I didnt get until I lost my car and now they want to install a dvr. Its too late now. I will be seeking legal advice for my money back. Plus they are scam artist still billing an elderly man that owned the property before the new owner purchased it. These people dont prob they service they promise.
Business Response
Date: 08/02/2024
August 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22054262
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 3/7/2022
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** explains a criminal event occurred on her property and her camera did not detect the event.
Vivints records show ****************** signed a System Purchase and Services Agreement (Agreement) on March 7, 2022. Section 17 of her Agreement states:
17.Vivint is not an Insurer; Limitation of Liability. You understand that: (A) we are not an insurer of your premises,property or the personal safety of persons in your premises; (B) you are solely responsible for providing any life, health or disability insurance for yourself and persons who use the System, and insurance on your premises and its contents; (C) the amount you pay to us is based only on the value of the services and equipment we provide and not on the value of your premises or its contents; (D) alarm systems and monitoring services may not always operate properly for various reasons; (E) it is difficult to determine in advance the value of the property that might be lost, stolen or destroyed if the System or our services fail to operate properly; (F) it is difficult to determine in advance how fast the police, fire department or others would respond to an alarm signal or notification from our monitoring Center; (G) an alarm system may not detect or prevent an unauthorized intrusion onto the premises or unauthorized activities (including criminal conduct) by persons on or about the premises; and (H) it is difficult to determine in advance what portion, if any,of any property loss, personal injury or death would be proximately caused by our failure to perform, our negligence, or a failure of the System or services.Therefore you agree: Even if a court decides that our breach of this Agreement,or a failure of the System, or our negligence, or a failure of the installation, monitoring or repair service caused or allowed any harm or damage (whether property damage, personal injury or death) to you or anyone in your premises, you agree that our liability and the liability of our third party service providers, including but not limited to our cellular service providers,shall be limited to two thousand dollars ($2,000.00), and this shall be your sole and exclusive remedy regardless of what legal theory (including without limitation, negligence, breach of contract, breach of warranty or product liability)is used to determine liability for the injury or loss.
To assist ******************, Vivint is willing to offer her a free Outdoor Camera upgrade in addition to a free Smart Drive. A representative from Vivint has contacted her via email to discuss her options.
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: 08/03/2024
Complaint: 22054262
I am rejecting this response because: I already have The dvr system and they were supposed to bring an additional camera with my two appointments last week and the technician didnt bring the camera instead he came out riding the clock talking on the phone to Vivint and making excuses and letting us know how others have made the same complaint about the defective products that dont work with the night vision feature. So no they added the smart drive after the fact but no *** 2 camera. This company plays the customer.
Sincerely,
***************************Business Response
Date: 08/09/2024
8/11/2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22054262
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 3/7/2022
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has contacted ***************** via email to schedule an appointment for the outdoor camera to be installed.
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: 08/12/2024
Complaint: 22054262
I am rejecting this response because:
I have contacted this company in reference to the promise of providing the camera and no one knows anything about this promise. I responded to an email from their representative saying what dates they could come out and she has NOT confirmed a date or time and has ghosted my calls.
Sincerely,
***************************Business Response
Date: 08/14/2024
8/14/2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22054262
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 3/7/2022
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
An appointment has been scheduled for August 22nd from 8 am-noon.
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:07/27/2024
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 contacted Vivint to get a quote for a security system . The quote included a number of items we didnt want or need. The salesperson said that was just an overview and we could adjust the amount when an installer came. The installer came on July 3, 2024. We discussed what we didnt want and were told this wasnt a problem and that we could call the office on 7/5/24 and make the adjustments . They would only install the remaining parts with a signature on the quote. They also stated the balance would be much less than the $2400 quoted.. We stated we wanted to pay in full the new balance but had to sign a loan agreement which would be cancelled once the amount was adjusted and the payment received. We called on 7/5/24 and got a run around because of the holiday. We were told that we were on a 30 day acceptance and could cancel at any time. After discussing the amount on the quote vs the installed equipment we did not receive any reduction and asked to cancel the order and remove the equipment . We signed and sent a cancellation notice on 7/10/24.We talked with someone name **** in Accounts Disputes and were assured the financing was cancelled and the equipment would be removed. We made several calls to Vivint to remove the equipment. Each time we we asked the same questions and went through the same run around as we did on 7/5. Today we received notice that a payment was due to the finance company by 8/6/24.Business Response
Date: 08/03/2024
August 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22053218
Complainant: *****************
Vivint Account #: ********
Date of Agreement: 7/3/24
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. Vivint removed ************ equipment from his home on 8/1/24. ************ Agreement and loan were cancelled and refunded on 8/2/24. ********** has no further obligation to Vivint 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: 08/04/2024
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:07/26/2024
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 In my old home since 2020 I moved to a new house I. March of 2024. When I called to move vivint there was a sales woman on the phone who said I qualified to have them pay off the old loan and restart with new equipment. I elected to do that with it being easier than dragging everything to my new house. Vivint came to install and everything went fine. I then saw my bank account was drafted $676 dollars. I contacted vivint because the women that I spoke with put all this equipment under my loan and gave me my payment amount. I guess that because the line of credit wasnt enough vivint decided to charge me all the money without telling me. I called and spoke to someone on march 15th regarding this charge he stated that he would offer me to take an extra 10% off and got it approved for a total of 20%. I waited and nothing came off the bill. I then contacted vivint again spoke with someone else who stated he had to send it to billing or get another approval so again I waited. I then get a disconnect notice regarding non payment I spoke with yet another vivint specialist who stated they would request to extend the payments over my 5( month term which I was happy and found to be a good resolution. Today I get home and my Vivint is off anyway. I spoke with someone no resolution but stated someone could call me tomorrow. Im extremely frusterated. I would have never upgrade or redid anything had this been the case. I have spent numerous hours on the phone with Vivint and nothing they say they will do has been done!Business Response
Date: 07/31/2024
July 31, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22051581
Complainant: *********************************
Vivint Account #: ********
Date of Agreement: November 20, 2020
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 remove the account of ******************** from collections. The account will be reinstated within the next three (3) five (5) business days. Ms. *********************** 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: 07/31/2024
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:07/26/2024
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 July 4, 2024, *************************** came to my home to sell me a Vivint security system. I was originally considering Vivint when I first purchased my home, so I was interested in what they had to offer.I wont bore you with the sales talk. Its all the same. I can offer you better deals than anyone else. This offer is only available today. All phrases you know not to fall for, but the fast talking, empty promises, and otherwise pushy behavior wore me out. He mentioned that the thermostat they offered could save me money on my power bill, which ultimately enticed me enough to do the free trial. A technician was in my driveway before I could even finish signing the paperwork. This is why the latter part of my complaint is grotesquely frustrating.After having a moment to think things over, I realized that I did not want to pay $5,000 for equipment over 5 years. Thats a bad financial decision to make in an hour. On July 6, 2024, I submitted my cancellation form within three days as required by the contract.It is July 26, 2024, and I am livid. Many times, *** called and requested a technician to come out and retrieve their equipment PLUS put my ADT equipment back up in working condition as promised by ****************. I have had multiple appointments scheduled, only for them to tell me that an appointment was never scheduled or the technician wasnt answering the phone. (I did reschedule one appointment as I had a death in the family.) I have screenshots of me being on the phone with them for almost an hour trying to get this handled. I am on the phone AS I TYPE THIS, trying to get help. Now theyre saying my appointment today has to be moved to tomorrow after telling me last weekend that there are no weekend appointments.I will be requesting audio recordings of every phone conversation, and will generate a log of every text message and email exchanged so that the legal representative of my choosing will see just how terribly Ive been handled by this company.Business Response
Date: 08/01/2024
August 1, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22051414
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: July 4, 2024
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 cancelled the monitoring service agreement, a refund in the amount of $18.06 and a refund in the amount of $4000 to Fortiva was processed on July 15, 2024. Vivint has also scheduled a Smart Home Professional to remove the equipment on August 10, 2024.Vivint has also opened a home damage claim for damage done at the time of installation. **************** 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:07/26/2024
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 installed their awful "security" system in my house and multiple parts of it have not worked since day 1. I have had their technicians back onsite 4 times to fix the problems to no avail. I then decided that since the system does not function properly, that I no longer was interested in having it in my house. I have put in multiple complaints to the company and have gotten nowhere with them. I have called customer support upwards of 10 times and have had multiple "cancellation" appointments scheduled. Each time the appointment has been scheduled, either the technician cancels, or nobody shows up. The company offers no solution to this and never follows up. Because it is a "cancellation" appointment, it's extremely clear that they don't care about these appointments and make no effort to reschedule or make sure they ever actually happen. Until the technician comes out and determines that the system is not functional, they continue to charge their monthly fee regardless of the status of the system, working or not.Business Response
Date: 08/01/2024
8/1/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22051358
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 6/6/2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains his system has not functioned properly since the installation. ************** is requesting cancellation of his account.
To assist **************, Vivint is willing to cancel and refund his account upon receipt of the equipment. A representative from Vivint has contacted him 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 LegalInitial Complaint
Date:07/26/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 7/26/2024 a gentleman named ******* came to my address ************************************************************************** I have multiple NO SOLICITATION signs. When he approached my house he was holding open my screen door. I asked him to close it. Both for his safety and mine as I have a dog. He began to talk and I told him sorry I am not interested and pointed at my sign. He insisted that he was not soliciting or trying to sell anything. He might know what solicitation means. I insisted that he stop and leave my property. He continued to be persistent and this is when I said get off my property or I will call the police for trespassing. He continued to talk right through me saying that. At that point I shut my door. He stood there for a couple minutes messing with his tablet and then left. This is completely unprofessional and Vivint should make sure their employees know not to approach houses with No Solicitation signs. Others may not be as nice as I was.Business Response
Date: 08/01/2024
August 1, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22050522
Complainant: ***********************
To Whom It May ***************** 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 LegalCustomer Answer
Date: 08/02/2024
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:07/26/2024
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.
Good afternoon,I hope this email finds you The customer service I have received with ********************** is absolutely beyond me. A short back story here is as follows:After Vivint sales reps sold us on their equipment, they came out to do an install on my home, halfway finished the install, while also blowing a transformer in the doorbell. The promised to come back the next day and said they weren't able to due to an emergency. They rescheduled and said they were running behind on an appontment. This was after we called once they were an hour late. A couple more hours go by and they never showed up once again. I had to call to cancel and was promised that the situation would be corrected. For a third time, the technician never showed up to complete the install and never even called. No one ever reached out at all. I have half installed equipment that doesn't even function that Vivint continues to not pickup almost a month later. I canceled within the trial period and have all backup items to prove this. I also received confirmation. Now, Vivint is trying to charge me for the contract period. What?!I've literally spent hours on the phone with the support team. At this point, if you all cannot provide a timely solution, I will go ahead and seek legal action. I have all necessary documents that I need to prove I did what I should per the contract. The contract also states that the equipment is now mine since you all have continued to fail to pick it up after asking several times. I just want the contract canceled and the loan that's required to be taken out to be canceled without affecting my credit. It doesn't take that long to confirm a cancelation and it certainly doesn't take 7 phone calls of speaking to different people.This is a crooked company that will only try to take your money.Business Response
Date: 08/03/2024
August 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22050428
Complainant: *********************
Vivint Account #: ********
Date of Agreement: 6/27/24
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 cancel Mr. ******* Agreement and loan and provide a replacement or compensation for the doorbell transformer. **************** 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:07/26/2024
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 Vivint sales Rep came to my house on June 22nd to introduce Vivint Home security to me, the sales rep name is ****** (phone no is **********), he told me the equipments are free, he also offered me two months free and I can cancel their service or downgrade and return the equipment without any fee within the 2 months trial period, he also took my credit card details saying it is just to have on file and will not be charged. I accepted the offer to try Vivint service out, After he left I noticed my credit card was charged by Vivint for $16.26 on June 22nd. Two weeks after I got an email from ************* that I purchased equipment worth $4000 from Vivint and they are financing it for me, this was done without my request/permission.On 19th of July I called Vivint to cancel the service and return the equipment and the Customer Rep (name ***************************) I spoke to said I only got 4 days free and it is gone already so I cannot cancel without paying for full price of equipment, I told her the Sales Rep promised me 2 months and she said she will email the Sales Rep and his manager to confirm and I should call back in few days. I called back on July 22nd again to see if the Sales rep replied to confirm he promised 2 months free and they said no reply for him yet and they will email him and his boss again, I told the Rep it is exactly 1 month today I will need to cancel or downgrade to avoid penalty but said they can not cancel until the Sales rep confirmed he gave me two months free trial. On July 22nd my card was charged $16.25 again. On July 24th I called again and they said they applied the two months free monitoring service buy I cannot cancel without paying Citizens back for the full equipment price and I cannot downgrade again because it is past 30 days. Paying $4000 for an equipment that you cannot use without a Vivint service does now make any business sense and they won't even cancel nor downgrade as promised by Vivint Sales Rep.Business Response
Date: 07/31/2024
July 31, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22049676
Complainant: Bisola Awujoola
Vivint Account #: ********
Date of Agreement: June 22, 2024
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 fully cancel the account relating to ********************. This includes removal of the equipment, a full refund of any payments made directly to Vivint, and full closure of the equipment line of credit. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/26/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 8/30/21 a door-to-door sales rep from Vivint Home Security sold me a security system for $2,938.92. It was immediately transferred to Citizen's Pay for Collection 60 monthly payments of $48.99. I have paid 35 payments to date.On 5/22/24 a sales *********************** from Vivint showed up at my door offering me a "free" upgrade to better, more state-of-the-art cameras, lights and motion detectors. I asked many questions. I told him I was still paying for my original equipment. Central to his sales pitch was that "all remaining payments on the prior equipment would be cancelled and that I would only be paying for the new equipment. My monthly payments would remain about the same." I had him repeat this several times, because this was the only way I would consider going forward with the upgrade. With his assurance that I would have no further payments on my existing equipment, we proceeded with the purchase and install.Last week I checked my Citizen's Pay account to see why my payments had gone up. I saw I was still paying for my original equipment as well as 60 new monthly payments of $25.28 for the new equipment.I phoned Vivint on July 24 to get a refund for my payments since 5/22/24 and the end of monthly payments (they called it loan forgiveness) for the remaining 20-odd payments left on the original equipment. I spoke for over an hour with 5 different people at Vivint before the phone call was disconnected. I think they tried to call me back a few minutes later, but that call failed. I never heard from them again.The people I spoke to all said I needed to pay off the original purchase. I think I should be forgiven/refunded my final 27 payments on my original purchase. This appears to be a predatory sales practice.I've never seen a Vivint account # even though I also pay them $37.14 monthly for my security monitoring services. I do have an account number with Citizen's Pay.Business Response
Date: 08/01/2024
August 1, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22049598
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: August 30, 2021
To Whom It May ***************** have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
In his complaint, **************** explains that he was offered a system upgrade with the promise of loan forgiveness. He further explains that following his upgrade, he was still being charged for the previous loan. **************** desires a refund.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve his concerns.
At this time, Vivint agrees to cancel Mr. ******* previous loan with Citizens and issue a refund of all payment taken after May 30, 2024. A request to close the previous loan has already been sent to Citizens as of August 1, 2024. 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: 08/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:07/26/2024
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 called vivant to pay for the remaining months of my contract so I would be paid in full and cancel my contract. This was end of 2023. During that call the rep asked me more than a couple times to please not cancel my service. I was adamant that I no longer wanted the service (why i was calling to pay for the remaining months). The rep took the payment. I unplugged my equipment following the call. Now I am getting a call from a collection agency and it looks like I did not pay my bill, because the rep did not cancel the service. I called vivnt and they said I had to send a letter in to cancel??? why would the rep take my money and "process the cancellation" if the service wasn't cancelled and another step needed to be done. They are trying to get me to pay another $300 and the rep I spoke to today said she would then be able to cancel my services (over the phone) so i asked her why she could do that today, but they said the original call requesting to cancel was not sufficient and I needed a letter?? Conveniently management is not available and they keep going back to trying to collect money that is not owed to them.I am simply requesting the serives to be cancelled as I originally requested last year, I am requesting the collection calls stop, and I am requesting no report to my credit be made. They should reverse the charges that continued to occur following my call to cancel with the rep.Business Response
Date: 08/01/2024
August 1, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22049077
Complainant: *******************
Vivint Account #: *******
Date of Agreement: March 31, 2018
To Whom It May ***************** have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account from collections leaving the account closed. Ms.***** has no further obligation to Vivint.. Ms. ***** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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