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.
- 2,971 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:07/23/2024
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.
1/17/2019 Door-to-door saleswomen came to my home (***************************************) offering security cameras to secure our house. I barely knew English back then but the idea sounded promising.When they handed me the contract, they did not bother explaining in detail and I did not have the English proficiency to verify the information. The initial term of the contract was 60 months... This should have been highly emphasized before letting me sign the contract. I did not know about the term until a couple of years later.7/16/2020 I moved out of the house (to *********) so I wanted to cancel the entire contract. During this phone call, they agreed that the monthly service fee would be canceled but I would still have to pay for the equipment. I agreed thinking the auto payment setup I had for the equipment also included the monthly service fee.However, it turned out that they deferred the monthly services fee for 12 months (7/16/2020 - 7/16/2021) and extended the end date of my agreement by 12 months. This is not what I agreed to. I never knew about this until now.(Service Number 6651288)Keep in mind that I never knew the monthly service fee was a separate fee from the equipment.Since then I resumed paying for the equipment for years until it has been fully paid. I never used the equipment since 2020, let alone the monthly services they charge.7/23/2024 Debt collection requests a payment for all the monthly service charges missed, which I have never used since 2020. Today, after five years, I realized there was a monthly service fee.Why have they not emailed about this before sending it into a debt collection? After all the monthly service fees I missed, shouldn't have I gotten an email alerting me about late payments? I had no idea due to Vivint's lack of communication.We have not used the monthly services for over 4 years. We kindly request that this debt be dismissed since it is unfair to charge for a service we did not use.Thank you.
Business Response
Date: 07/29/2024
Tell us why here...
7/29/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22031151
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 1/17/2019
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 close Mr. ******* account with collections. *************** has no further obligation to Vivint. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/29/2024
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. We appreciate Vivint's understanding.
Sincerely,
*************************Initial Complaint
Date:07/23/2024
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.
Originally signed up March 2020 Over the course of time, I have repeatedly had problems (mostly software) with the system.Specially: - Panel does not update settings - App does not update panel settings - zwave devices do not always communicate with panel - software is detecting a person when there is none - software is not detecting a person when there is one - had a co2/smoke alarm go off - no call from company monitoring Technician repeatedly called - nothing they can do for mostly software issues Attempted to cancel today - they want the remaining $$ for the contract term (which ends Feb 2025)Business Response
Date: 07/30/2024
July 30, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 22030867
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 3/11/20
To Whom It May *********************** have reviewed the information provided by Mr. ********************* and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel ****************** and waive the early termination fee. **************** will remain responsible for his equipment loan but has no further obligation to Vivint. M.. ****** 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:07/23/2024
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.
This complaint is about Vivint. It signed our contract with them on 8/8/23 at the time we currently had ***. Vivint's sales rep *********************** had stated prior to us signing up that the agreed contract was that we would receive a $200 gift card along with Vivint buying out our current (at the time) *** contract. Two months passed by and we had not received anything and was still being billed for *** services, and no gift card. We have called Vivint and their customer service told us everything was fine and not to worry. Still, we have been paying *** to avoid collections. Emails have been sent to Vivint on 12/1/23, 1/12/24, 3/11/24, 5/16/24, and 5/30/24. We have sent the invoice of the *** contract that was requested by Vivint the day the system was installed on our home so that we could receive the buyout and gift card. This is a breach of contract as Vivint has not help or done their side of the agreed upon contract and has now financially put us in a bind with have owed *** this entire time since 8/8/23. We sent Vivint a notice of cancelation on 5/16/24. At this time we are wanting to completely get out of this contract with Vivint as they have not paid us what they said they would nor will they respond to our emails or calls that we have made. Each time we have called, which is almost every time we sent an email we were on hold for roughly 3 hours each time.Business Response
Date: 07/30/2024
July 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22029954
Complainant: *********************
Vivint Account #: ********
Date of Agreement: August 8, 2023
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 schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed to cancel with forgiveness the remainder of the monitoring service agreement, and the equipment line of credit with Citizens. Vivint also agrees to provide a refund of $200 for the promised gift card. Mr. ***************** 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:07/23/2024
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.
Charging me my service that I didnt do.Business Response
Date: 07/29/2024
July 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22029020
Complainant: *********************
Vivint Account #: *******
Date of Agreement: February 29, 2020
To Whom It May ***************** 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, ************** 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:07/22/2024
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.
My smart drive has not worked in over a month. Ive been placing calls to support and after trouble shooting each time, I was finally sent out a new smart drive in which I had to pay the shipping cost. After installing it, it also did not work. Spent hours on the phone trouble shooting again and it still not working. Only told that a technician would reach out. After they did not I called again. I then was told that I would have to pay $99 for help from a technician. I hung up and called back again and asked to speak with a manager only to sit on hold while the support person tried to troubleshoot again. I am paying for equipment that does not work and can not get any help without paying a fee. Has had nothing but problems with this company!Business Response
Date: 07/24/2024
July 24, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22027739
Complainant: ***** Hutton
Vivint Account #: *******
Date of Agreement: April 26, 2016
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 is being provided. At this time, Vivint has agreed to provide a technician free of charge to resolve the system issues. **************** 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:07/22/2024
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 purchased my Vivint home s security system in September 2020. I was happy with it. A year later. I was having trouble with clearing old videos. Because I need to see recent videos. I contacted the company they informed me and help try to delete old videos and new ones. It didnt work. A couple of months later I contacted them again I really need someone to help clear old videos and now I was having trouble viewing my front door while away from home. They still was unable to help. This when on for a year. I then told them to cancel my subscription and come get your equipment. They only responded by sending me messages regarding non payment. I continue to call n tell them. I canceled my subscription and payment please come get your equipment. They started sending me call n messages on how much I owe them even though I told them I cancelled my service. As of today July ********************************************** saying I owe them $600 for the equipment that the refused to take back. I havent had service from them for two years. Please stop them from sending collections agency after me and leave me alone. They have all been phone call.Business Response
Date: 07/26/2024
7/26/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22027427
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 9/25/2020
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 close the account with collections. ************** 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 LegalCustomer Answer
Date: 07/27/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:07/22/2024
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.
Starting in November of 2022 i attempted to change my ex-wife (whom i provided the decree of divorce in 2019 to vivint) to my name which to this day is still under my ex-wifes name and phone number. My ex-wife even filled out the addendum and to change of service which again was not honored. I then attempted to cancel my subscription 1/3/2024 sent necessary paper work to *************************************** was off contract and did not owe for any equipment. I filled out the necessary paper work also my ex-wife submitted the paper work as well as it was still under her name as well. I paid my final bill (i have email receipt) of $252.73 (payment # P-156525536).I received another email on Jan. 9th 2023 with the subject of 'Cancellation update' with the exact wording to the email asking if i want to continue business "absolutely not. I will never do business with Vivint and highly recommend to anyone that will listen to stay as far away as possible. Do not email me again". The cancelation was still in progress and continued to get the run around, i had contacted customer support numerous times spending several hours trying to get the account cancelled and removed completely. All the way into May 15th with an email stating the cancellation process is incomplete, which all documents, written letters of cancellation from both myself and my ex-wife were sent to the emails they provided us to cancel the service and not start a new service. I had not receive ANY communication from Vivint, no regular post mail, email, calls or any other type of communication until July 17th when i received an email my account had been turned over to a collection agency. I spoke to customer service today and they informed me that i replied yes to their email wanting additional service, while i was in the process of cancellation? Why would i cancel my service only to sign right back up with them again? Why would they continue to accept my cancellation request if i had supposedly signed back up.Business Response
Date: 07/29/2024
July 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22027311
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 21, 2015
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 Vivint account from collections and to waive the associated fees. ************** has no further obligation to Vivint.. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/29/2024
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:07/22/2024
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.
Discontinue monitoring service and let me pay the outstanding bill without future monthly billing.Business Response
Date: 07/26/2024
July 26, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22025687
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: September 15, 2018
To Whom It May ***************** 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, ******************** 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: 07/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:07/22/2024
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.
6/24/24 we were approached by a sales rep from Vivint. He went over what they were offering. I asked him to explain everything to me in detail. He told me they are running a promotion with no installation fees and it would cost us NOTHING besides the $80 a month for a monitoring fee & i was sure to ask him multiple times are you sure he said yes. He said if we didnt like the system we would be able to cancel anytime & they just come pick it up.There was no type of paper work .He basically just gave me a link and said just fill this in and well be on our way. Not once applying for a credit line/loan running my credit was ever mentioned for "puchasing"the equipment.we asked questions and he basically blew it off like it was no big deal. basically rushing us to get it done so he could get the guy to install it ASAP.Said there would be no installement fee at all.Yet on the papers they sent us they indeed charged us for a general install fee,outside cam &doorbell cam install fee.A few days later i looked at my account to find out i was charged $3500 for the system,i would never of signed up if i knew this.Turns out he signed us up for the premium package that we had no idea about along with a smart porch lighting,4 vivint window sticker, smart light bulb & smart light switch that were never installed!I contacted sales rep &he blew us off saying you signed it so basically deal with it,he could not explain the pricing of $3500 since we only recieved 1 panel,2 cameras, and 3 door sensors for this amount which made no sense at all.i have been on the phone with vivint & said that the only option is to contact our sales rep because he is the only one that can do anything.we contacted him & said he couldnt do anything.so i called vivint again & now saying the only option is to pay it off. we are stuck,and through all of this nobody could explain how i was charged all this money for what is probably only 1200 dollars worth of equitment! also never told us about the 5 yr contractBusiness Response
Date: 07/31/2024
July 29, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE:
Consumer Complaint Case #: 22025394
Complainant: Lianore Cruz
Vivint Account #: ********
Date of Agreement: 6/24/24
To Whom It May Concern:
I have reviewed the information provided by Ms. Lianore Cruz and appreciate the opportunity to respond.
In her complaint, Ms. Cruz states that she was not told she would have a loan or a 5-year agreement. She also claims that she only received 1 panel, 2 cameras and 3 sensors. She states that she was told her monthly fee would be about $80.
Vivint’s records indicate that Ms. Cruz signed a Purchase and Services Agreement (Agreement) on 6/24/24 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. Cruz participated in a survey which was sent to her device and which she sent back to Vivint from that same device. On the survey she answered that she understood that she was approved for a Fortiva line of credit, and that Vivint and Fortiva will charge her separately for the following amounts to Vivint: $28.32 plus taxes fees and to Fortiva: $61.27 for a combined total of $89.59. Vivint relied on Ms. Cruz’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Vivint's records further indicate that Ms. Cruz was given an equipment list, which she signed, with a list of the equipment she received. Vivint's records indicate that she received 2 chime extenders, 1 doorbell camera, 1 outdoor camera, 3 sensors, 1 motion detector, 1 fire/co detector, 1 spotlight pro, 1 wifi airbridge and 1 light extender.
A representative from Vivint has reached out to Ms. Cruz in an effort to resolve this matter. Vivint agrees to lower the cost of Ms. Cruz’s equipment loan and reimburse the installation fee from her line of credit. Doing this would lower her combined payment by about $20 a month, which would make Ms. Cruz’s combined monthly payment less than the $80 a month she was promised. Ms. Cruz may contact Vivint’s 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/29/2024
Complaint: 22025394
I will not be accpeting this. On last response it was said that vivint representative have emailed me multiple times which is a lie. 7/30 Lori emailed me and in her email she said we could call her. we called her multple times both on my fiancees number and mine. We've left multiple voicemails on her number. I am sure they can look into that. We waited a few days still no call back. I emailed her 8/2 saying weve been trying to reach you by phone and recieved an automated email saying she will be out of office. 8/9 I received another email saying shes been out of office and will be back the next week. 8/15 she finally emailed about the rebutal. So i am not sure about the multiple times that they tried to email me besides letting me know that she isn't in the office.Everything that you have attached is exactly my point. We were tricked. I am sure this company knows what they are doing with how they use deceptive sales tactics to get people. I would have never agreed to a credit line! Especially for a 3500 equipment. My sales rep said we did NOT have to pay for our equipment. werent they suppose to talk us through about what we were about to sign? nope not once. just said to fill this out. Please show me where there is proof of me watching a video of supposedly informing me of what i am about to sign. Also all we said we wanted was doorbell camera ,driveway camera and three door sensors. Once the installer came he asked where would i like to put the motion sensor i said what motion sensor we never asked for that and all the other extra boxes they left in my garage that we did not even ask for. We called the sales rep he said it was all included hence the premium package we didnt know about.
Sincerely,
Lianore CruzBusiness Response
Date: 09/04/2024
September 4, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22025394
Complainant: Lianore Cruz
Vivint Account #: ********
Date of Agreement: 6/24/24
To Whom It May Concern:
I have reviewed the additional information provided by Ms. Lianore Cruz and appreciate the opportunity to respond.
Vivint’s records show that Ms. Cruz agreed to the terms of the Purchase Agreement, agreed that the monthly fee and APR for her Fortiva line of credit were correct, agreed the Vivint monitoring fee was correct, and agreed, prior to installation, that the list of equipment scheduled to be installed was correct which allowed the equipment to be installed.
Despite the facts above, in a gesture of goodwill, Vivint agrees to cancel Ms. Cruz’s account and loan once the equipment is removed from her home. The service and the loan will be cancelled but no payments will be refunded. Ms. Cruz may contact Vivint’s representative directly via email at (l**********************) or she may respond to previous emails to schedule the equipment removal or 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/22/2024
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 ordered the home security package from Vivint Home Security ************** 3yrs ago. I have been making my payments on time. Then I started having problems with my outside cameras to where they wasn't recording correctly and wouldn't keep footage off someone in my yard. I've reached out to the company for over a year and just kept getting the run around. They said the would have a tech come out to check it and then the charged me for the tech. The tech inform them that there was a problem with the system and need to replace it. They didn't. Then I called again about the same problem and still got changed for the techs that they said I wouldn't be charged for, but they did charged me. Then I was told the would credit the account but never did. I kept reaching out to them and they wouldn't do anything but charge me and then on July 17,2024 they took 4 payments out of my account. One was ******, *****, *****, *****. All in one day. When I contacted the company to discuss this with them and ask them how can they just take out money from my account without me giving them permission, They told me that THEY CAN DO THAT SO THAT WAY THE CUSTOMER CAN FORFIET THE ACCOUNT ARE CLOSE IT!!!!!!! I informed them that they can't do that and I was go talk to my bank and report this, then they hung up on me!! I can't monitor my home on my phone app cause they turned that off two Months ago. This isn't right!!!!@Business Response
Date: 07/26/2024
7/26/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22016838
Complainant: ************************************
Vivint Account #: *******
Date of Agreement: 8/31/2022
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
************************* explains Vivint withdrew 4 payments in one day. ************************* is requesting a refund.
To assist *************************, Vivint has refunded $367.56 which she will receive as a check within 7-10 business days. A representative has contacted ************************* via email to further assist her.
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: 07/26/2024
Complaint: 22016838
I am rejecting this response because:
Sincerely,
************************************Customer Answer
Date: 08/01/2024
I would like for the company to refund the ****** back to me and to correct my account with them. I've been with them for over 2yrs and should be caught up on all my payments.Business Response
Date: 08/07/2024
8/7/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22016838
Complainant: ************************************
Vivint Account #: *******
Date of Agreement: 8/31/2022
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
Vivint refunded ************************* $367.56 on July 26, 2024. The refund was sent 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: 08/07/2024
Complaint: 22016838
I am rejecting this response because:
It should be ****** returned back to me and a copy of my account with updated information for the total left on this contract. I have had it for over 2yrs and have had many services problems with it. I got changed fir tech service as well. I need all copies of a complete account information. As well payments if any that are left to pay to have a clear contract. As well as Fortiva being updated as well.
Sincerely,
************************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.