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
- 8,367 total complaints in the last 3 years.
- 2,975 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:07/10/2024
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 am trying to cancel my subscription with Vivint. The salesman that came to my house said that I could cancel at anytime. All they would need to do is pick up the equipment. I called to cancel my subscription and they said that I have to pay $3600 in order to cancel. I was lied by the salesman, which I have his name. I need help.
Business Response
Date: 07/16/2024
July 16, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21967419
Complainant: ***************************
Vivint Account #:********
Date of Agreement: June 19, 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 Vivint agrees to the full cancellation of the Vivint account. This will include the removal of the Vivint 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 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:07/09/2024
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.
We had a door to door sale rep talk to us about Vivint home security. He promised us that we were signing up for a 30 day free trial. I even called him back the next day and he reassured me that it was a free trial and there wont be any chargers whatsoever to cancel. I want to cancel my my trial 2 weeks into it and now I cannot get a hold of the sales rep. *** cancellation department are not honoring my agreement. I have been deceived by the sales rep and stuck in a long term contract.Business Response
Date: 07/15/2024
June 15, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21965544
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 6/18/24
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 once the equipment has been removed from his home. ******************** 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:07/09/2024
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.
We moved service. They couldnt provide a tech in the area to re install for over a month. I explained this is unacceptable. I explained if you dont service my new area fine then we cancel. They warned me of a 5 year contract. And a 1000$ early termination fee. Sat on hold for hours and hours asking for supervisors. No one can help me. Probably the worst service and customer service I have ever had from any company . They cannot provide sufficient support to us in our area so they are in breach of our contractBusiness Response
Date: 07/15/2024
July 15, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21963794
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: May 9, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative reached out to ******************* and spoke to ******************** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional to install their equipment at their new home on August 6, 2024. Ms./******************** 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 LegalInitial Complaint
Date:07/09/2024
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 6/21/24 I WAS APPROACHED BY A ***** REP TO SELL VIVANT HOME SECURITY WE SAT DOWN AND TALKED ABOUT ALL THE DETAILS AND COST AND WAS TOLD I HAD 30 DAYS TO TRY OUT THE SYSTEM IF I DIDNT LIKE IT I COULD CALL AND RETURN IT WELL HERE WE ARE 7/8/24 I CALL TO CANCEL MY SYSTEM DUE TO LACK OF WORKING PROPERLY, JUST THINKING ABOUT THE **** OF THE CONTRACT AND THE WORKMENSHIP DONE BY THE INSTALLER WHO NOT ONLY DIDNT HAVE THE ***** TO WORK WITH DURING THE INSTALL ON 7/8/24 I CALLED IN TO CANCEL AND WAS GIVING THE RUN AROUND WITH DIFFRENT REPS AND WAS ON THE ***** WITH THE FOR A TOTAL 2HRS AND 54MINS WAITING ON ***** REP TO RESPOND NEVER DID TODAY 7/9/24 I HAVE CALLED THE ***** REP A COUPLE OF ****S AND NO ANSWER THE HOME OFFICE WILL NOT CANCEL MY CONTRACT BECAUSE IT SAYS 3 DAYS ON PAPER BUT THE ***** REP TOLD ME 30 DAYS NOT SURE WHY UPPER MANAGEMENT COULDNT DO IT BUT I HAVE BEEN TO I HAD TO WAIT ON THE ***** REP TO GET BACK WITH THEM ON THE 30DAYS VS 3 DAY I JUST WANNA BE OUT THE CONTRACT AND DONE WITH VIVANT THIS IS BAD BUSINESS AND NO ONE SHOULD BE SCAMMED THIS WAYBusiness Response
Date: 07/15/2024
July 15, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21962756
Complainant: **************************;
Vivint Account #: ********
Date of Agreement: June 21, 2024
To Whom It May ***************** have reviewed the information provided by Mr. ***************************** and appreciate the opportunity to respond.
In his complaint, ******************** explains that he was given 30 days to try out the Vivint system and was told he could cancel if he did not like it. He further explains that he called to cancel on July 8, 2024, and was told he only had 3 days to cancel. ******************** desires the cancellation of his contract.
At this time, Vivint agrees to cancelled Mr. ********* Agreement and Citizens loan if the equipment is returned.
Vivints records show that ******************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $49.46, and total equipment fee of $3,023.95 that was financed through Citizens, plus applicable taxes during that term.
Despite the validity of this agreement, Vivint agrees to the above resolution. ******************** may contact ********************************** / ************) to return his equipment. Following this, Vivint will refund all payments made, cancel his Agreement and credit the balance owed on equipment loan within 5-7 business days.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/09/2024
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.
HELLO, I FILED BANKRUPTCY IN APRIL 2024. AS OF TODAY 7/9/24 I HAVE NOTIFIED THIS COMPANY AT LEAST 8X FROM APRIL 2024-JULY 2024 AND NOTHING HAS BEEN RESOLVED. I HAVE GOTTEN NOTHING BUT RUDE REPS. RIGHT NOW I HAVE NOT PAID ANYTHING TRYING TO GET THIS SORTED. THEY SAY I *** MARCH, APRIL, *** AND JUNE. I SHOULD ONLY OWE *** AND JUNE IF FILED BANKRUPTCY IN APRIL OF 2024.MY BILL SHOULD BE AROUND $130 WITH THE LATE FEE FOR *** AND JUNE.I HAVE PROVIDED MY BANKRUPTCY CASE # EACH TIME TO A REP THEN WHEN I CALL BACK FOR STATUS NOTHING HAS BEEN DONE AND THEY ASK ME FOR IT AGAIN. SO WE ARE GOING IN CIRCLES AND IT'S BEEN FOR TOO LONG. CAN YOU HAVE SOMEONE FIGURE THIS OUT AND GIVE ME A CALL?Business Response
Date: 07/15/2024
July 15, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21961732
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: April 25, 2022
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she filed for bankruptcy in April of 2024. She states she has notified Vivint several times and received no resolution. ********************** desires a billing adjustment and to be contacted by Vivint.
Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on April 25, 2022. On May 29, 2024, ********************** reported that she filed for bankruptcy. On June 9, 2024, ********************** ordered new equipment and requested information on her account balance.
A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint has requested that ********************** provide the proper bankruptcy documents so that they may be processed properly. ********************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/09/2024
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 subscribed to Vivint security system in 2019, I set my account up for the payment to come directly out of my account. Months later I started having issues with the front door lock. I called Vivint, they wanted to charge me to fix a brand-new installed lock that jams. They also installed the camera doorbell facing a **** instead for facing the open walkway. In 2021, I called to cancel, they told me that I had a 5 yr acct vs 2 yr when I signed up. In April 2024, I called to cancel they told me that I had to wait until May 15. I called back May 17 to cancel stating the doorbell was facing a **** and gives a false notice every time the wind blows. And that the lock doesn't lock that it had been jammed for years. The *** stated that he would send someone out to fix it free of charge. around 21 May two individuals came to fix two issues. They moved the doorbell in another area behind a brick wall. To correct the door lock, he said that the door jamb needed shaving. The technician closed the door to show me that it would lock and then they left. I then noticed that they removed the metal plate. I called to cancel, they told me that I had to send them an email. I called again to cancel, they told me that I owed $800 for the equipment and that I could not cancel. After 5 years, they never took nor told me that they were not taking the payment out for the equipment. Now they did not say anything about the equipment until I tried to cancel. Now they refuse to cancel my account, I removed my automatic pymnt and they are giving me late fees and have disrespectful *** call my phone yelling. I told them to it's their fault for not taking the payment out for equipmnt for 5 years and did not say there was a problem, but they took the monitoring through automatic payment. Why wait 5 years to say that it wasn't being paid. If it was a separate bill, they never sent me anything stating that a bill was late or there was a problem. Its not on my credit report after 5 yrs.Business Response
Date: 07/15/2024
7/15/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21960656
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: 5/15/2019
To Whom It May ***************** have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel the account and forgive the equipment loan. 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 LegalCustomer Answer
Date: 07/16/2024
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,
**** CoffeeInitial Complaint
Date:07/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have automatic payments going to Vivint Smart home security. The good service that once provided is slowly fading away. There have been several times that my sensors signaled an alarm, and I did not receive a phone a call nor notification. I would so happen to log into app and see that alarm is in progress; although no police was ever dispatched. However most recent my area had a 1 min power outage, and now my smart panel is not working with the Linksys wifi extender as it has been. The panel is not working with door locks, nor doorbell camera/detection. Again I pay monthly for 24/7 monitoring but nothing is being monitored or protected. I purchased this home 2 years ago and the Smart system was already installed. When I called to activate the service in my name Vivint charged me $300 plus a monthly fee of $50. My devices was already paid for so they couldnt explain the $300 because there wasnt any new installation/service charge. I just believe this company is now ripping off customers. I have chatted with 2 representative and they have not fixed camera issue. One representative told me to connect directly to my home wifi because Vivint no longer is using the Linksys wifi extender for the smart panel. When you search Vivint website it does say something about now using the Air mesh bridge with the smart panel. I guess Vivint hasnt notified us current customer, only the new customers are getting this update.Business Response
Date: 07/11/2024
July 11, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21959571
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 24, 2024
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that the sensors have signaled an alarm, and she has not been notified. She states she has had a power outage, and her panel is now not working with the equipment. ************** desires a repair.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on May 24, 2024. On July 3, 2024, ************** reported that her panel was disconnected from the network. Vivints records show some troubleshooting was done and not completed. On July 8, 2024, ************** reported that the Vivint router was no longer connected to the system and that her equipment was not working.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers a technician free of charge to address the system issues ************** is experiencing. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/15/2024
Complaint: 21959571
I am rejecting this response because: I have had this system since May 2022 not 2024. The responder to this complaint did not address the many times where they see that my alarm was triggered, and no one called me. The responder is only attempting to address my most recent call. In this complaint and the notes that the responder is reading from, does not call for their (Free Technician) to come out. However, it requires for their NEW air mesh wifi to be sent out. The agreement that I signed in 2022 VIVINT used the Linksys wifi (which they no longer support), and again this is why my System is not working. I have responded to this person via email as well explaining the exact same thing, this person just refuses to listen. The information is found on their website regarding VIVINT smart panel no longer works with previous Linksys device. They even install all of their NEW customers with the WiFi air Mesh equipment.
Sincerely,
***********************Business Response
Date: 07/22/2024
July 22, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21959571
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 24, 2022
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her rebuttal, ************** states Vivint has not addressed her entire concern. She states her complaint does not require a technician but requires the new air wifi mesh system to be sent out. ************** desires a repair. She states the system she signed up for no longer supports the Linksys wifi which is why her system is not working.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on May 24, 2024. On July 3, 2024, ************** reported that her panel was disconnected from the network. Vivints records show some troubleshooting was done and not completed. On July 8, 2024, ************** reported that the Vivint router was no longer connected to the system and that her equipment was not working.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers a technician free of charge to address the system issues ************** is experiencing. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/23/2024
Complaint: 21959571
I am rejecting this response because: I have communicated with the responder several times on such resolution via email, for my documentation. As my last request I asked for a higher representative to contact me or I will end my services. If I dont have the right equipment to work with VIVINT then there is no need to pay for something thats not working.
Sincerely,
***********************Business Response
Date: 07/31/2024
July 31, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 21959571
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 24, 2022
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her rebuttal, ************** states that if she does not have the correct equipment there is no need to pay for a system that is not working. ************** desires a repair. She states the system she signed up for no longer supports the Linksys wifi which is why her system is not working.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on May 24, 2024. On July 3, 2024, ************** reported that her panel was disconnected from the network. Vivints records show some troubleshooting was done and not completed. On July 8, 2024, ************** reported that the Vivint router was no longer connected to the system and that her equipment was not working.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint stands by its offer of a technician free of charge to address the system issues ************** is experiencing. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/01/2024
Complaint: 21959571
I am rejecting this response because: I have communicated with the respondent several times about the issue and the resolution. It appears to be going on deaf ears and blind eyes. It also appears that their rebuttal continues to be the same as the previous responses in hopes that BBB will go ahead and close this complaint. Unfortunately VIVINT is not listening to their customers.
Sincerely,
***********************Business Response
Date: 08/07/2024
August 7, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21959571
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 24, 2022
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her rebuttal, ************** states that Vivint is not resolving the issues she is experiencing. ************** desires a repair.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on May 24, 2024. On July 3, 2024, ************** reported that her panel was disconnected from the network. Vivints records show some troubleshooting was done and not completed. On July 8, 2024, ************** reported that the Vivint router was no longer connected to the system and that her equipment was not working.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has requested that ************** provide further information regarding her issues, in hopes that a more appropriate resolution can be provided. At this time Vivint stands by its offer of a technician free of charge to address the system issues ************** is experiencing. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/12/2024
Complaint: 21959571
I am rejecting this response because: The responder ************* continues to reply stating she is attempting to reach me. **** has several emails that I have responded to informing her of the issue. **** refuses to send out the Air Bridge equipment that they are offering new customers. The old customers are still being charged our regular monthly fee knowing that our panel needs to be connected to the Air bridge to run properly. A total Scam!!! To connect the air bridge a Free Technician does not need to come out to my home, the Air bridge device needs to be provided.
Sincerely,
***********************Business Response
Date: 08/15/2024
August 15, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21959571
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 24, 2022
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her rebuttal, ************** states that Vivint refuses to supply an Air Bridge that is being offered to new customers.
*********************** records indicate that ************** signed a Purchase and Service Agreement (Agreement) on May 24, 2024. On July 3, 2024, ************** reported that her panel was disconnected from the network. Vivints records show some troubleshooting was done and not completed. On July 8, 2024, ************** reported that the Vivint router was no longer connected to the system and that her equipment was not working.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has shipped an Air Bridge to ************** as requested. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/17/2024
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. Although it took weeks to get my complaint resolved an air mesh device is being mailed out. Thank you!
Sincerely,
***********************Initial Complaint
Date:07/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Jun 28th I talked to a vivint rep ********* upgrading my doorbell and told me I could pay $249 in 5/6 month installments. On Jul 3rd the day of the install, the tech recommended the camera for $2XX in installments. Today July 8th, I was charged $222.93 for the doorbell, camera and monthly payment. I called to speak with someone but they could not explain the high monthly amount. **************** told me the camera was close to $400. No way I could've afforded that or agreed to that right now. I've been a customer for 5 years, no issues and now not receiving good customer service. I want to be honored the amount I was told plus the correct monthly installments.Business Response
Date: 07/12/2024
7/14/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21959069
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: 6/7/2019
To Whom It May ***************** have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to forgive the remaining amount of the payment installment plan. Ms. ***** will no longer be charged for the recently upgraded equipment. 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 LegalCustomer Answer
Date: 07/12/2024
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,
****** HouseInitial Complaint
Date:07/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This has been going on for almost a year off and on. Sometimes it records events and sometimes it does not. I was told to monitor it myself for 24 hours even though I pay them for monitoring. I also pay extra for service contract and they refused to send a tech to my home.Business Response
Date: 07/12/2024
July 12, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21957842
Complainant: *********************
Vivint Account #: ********
Date of Agreement: July 22, 2021
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 complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost. ************* 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:07/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In 2023 I started service with Vivint after moving into a new home I had leased. I was made to believe that I was agreeing to 36 month financing for the equipment but in actuality Vivint was leveraging deceptive business practices to get me to agree to a 36 month contract for the service itself. The financing was paid off soon after I started the service and I was under the impression I no longer had any obligation to Vivint contractually. Fast forward, 1.5 years later, my lease is up and I am moving into a new house that requires the use of a different company (this is not optional). I contacted Vivint to cancel the service and was told I would need to pay in excess of $800.00 because I had not had the service for 36 months. Even though I was mislead, and moving to another place where I could not take the service they would not remove the excess charges. I asked for a supervisor who only offered to take off 50% - even though she understood that there was no way possible I could continue on with the service due to the move. I requested multiple times to speak with another level of management to no avail. Vivint is not being upfront with customers regarding what they are asking that we agree to in order to establish service. I should not be charged a cancellation fee just because I am relocating and cannot take the service with me. It is not my choice not to take it. I have spent hours attempting to resolve this with the company and have gotten nowhere.Business Response
Date: 07/13/2024
July 13, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 21957199
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 2/11/23
To Whom It May *********************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In his complaint, ************** states that he is moving, and has paid off his equipment. He believes that he should not have to pay the early termination fee just because he is relocating.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 2/11/23 with an initial term of sixty (60) months which states If you terminate this Agreement Initial Term of this Agreement without legal excuse, you agree to pay to us an early termination fee. The early termination fee is not a penalty, but rather a reasonable charge to compensate us for your failure to fulfill the terms of the Agreement. The early termination fee shall be an amount equal to any monitoring and services fees due and unpaid for services provided prior to the termination date, plus 50% of the services fee that you would have paid for the remainder of the Initial Term, and all amounts owing for the purchase of any equipment.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Despite the information stated above, Vivint agrees to cancel Mr. ****** Agreement and waive the $447.83 early termination fee. ************** may contact Vivints representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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.