Business Profile

Security Systems

Vivint Smart Home

Headquarters

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.
2,987 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:07/08/2024
Type:Billing Issues
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.
After contracting with Vivint Home security services for one year, I decided to cancel service in December of 2023. I phoned customer service and also sent email to company to cancel security services for my condo unit located in **************, **. I was told that I owed a balance on the equipment ( camera, sensors, and control panel) that had been installed inside my unit. After cancelling account I unplugged control panel and camera. This has disabled any security monitoring services. This company continues to send me text messages and paper billing demanding payment after I requested cancellation. Please help me resolve this without the need to file a court action against this company. I am tired of the harassment for monies I do not owe.
Business Response
Date: 07/11/2024
July 11, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21956928
Complainant: *********************
Vivint Account #: *******
Date of Agreement: October 22, 2022

To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.

In his complaint, ************ states that he cancelled his services in December of 2023. He states he also sent the required cancellation request via email. ************ states he was told he owed a balance on the equipment. ************ desires a billing adjustment and no further contact with Vivint.

Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on October 22, 2022. On December 12, 2023, ************ reported that his community was hit by a tornado. ************ reported that he has no power and requested to place the account on hold. *********************** records show the account was placed on hold for two (2) months. On May 10, 2024, ************ reported that he called Vivint in December of 2023 and requested to cancel the account.

A Vivint representative has attempted to contact ************ via email in attempts to resolve this matter. Vivint offers to cancel the account without penalty to ************ and to clear the balance due of $103.55. ************ 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 Legal

Customer Answer
Date: 07/11/2024

Complaint: 21956928

I am rejecting this response because:
It is inaccurate account of my call and action. Security monitoring service is impossible to provide once equipment is unplugged with security control panel with sensors and camera. Vivint refused to cancel service and suspended billing for several months, before restarting billing. This is a violation of my consumer rights. I paid for security services and placed request for cancellation under terms of my agreement. This should be resolved and cleared up by removing past due charges and correcting record of my cancellation request.
Sincerely,

*********************
Business Response
Date: 07/17/2024
July 17, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21956928
Complainant: *********************
Vivint Account #: *******
Date of Agreement: October 22, 2022

To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.

In his rebuttal, ************ states an inaccurate description of actions has been reported. He states monitoring is hard to provide when the system is unplugged. He states Vivint refused to cancel his service. ************ desires a billing adjustments and cancellation.

Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on October 22, 2022. On December 12, 2023, ************ reported that his community was hit by a tornado. ************ reported that he has no power and requested to place the account on hold. *********************** records show the account was placed on hold for two (2) months. On May 10, 2024, ************ reported that he called Vivint in December of 2023 and requested to cancel the account.

A Vivint representative has attempted to contact ************ via email in attempts to resolve this matter. Vivint offers to cancel the account without penalty to ************ and to clear the balance due of $103.55. ************ 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 Legal

Customer Answer
Date: 07/18/2024

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,

*********************
Customer Answer
Date: 07/30/2024

Complaint: 21956928

I am rejecting this response because:
I continue to receive paper invoice and text messages after agreement to resolve this matter
Sincerely,

*********************
Business Response
Date: 08/07/2024
August 7, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21956928
Complainant: *********************
Vivint Account #: *******
Date of Agreement: October 22, 2022

To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.

In his rebuttal, ************ states he is still receiving invoices and texts despite agreeing to resolve the issue. ************ desires a billing adjustments and cancellation.

Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on October 22, 2022. On December 12, 2023, ************ reported that his community was hit by a tornado. ************ reported that he has no power and requested to place the account on hold. *********************** records show the account was placed on hold for two (2) months. On May 10, 2024, ************ reported that he called Vivint in December of 2023 and requested to cancel the account.

A Vivint representative has attempted to contact ************ via email in attempts to resolve this matter. Vivint has confirmed the account is closed. ************ can disregard any texts or invoices that he has received. ************ 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 Legal
Initial Complaint
Date:07/08/2024
Type:Billing Issues
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 tried to cancel my subscription and they said I have to pay off my equipment first and which I did. They make it impossible to cancel the service.
Business Response
Date: 07/12/2024
7/14/2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 21956474
           Complainant: *************************
           Vivint Account #: *******
           Date of Agreement: 7/15/2019

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 cancel Mr. ******* account without penalty. *************** 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 Legal
Customer 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,

*************************
Initial Complaint
Date:07/08/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The salesman told us of a free 3week trial. We told him we didnt want it. He persuaded us to take the free 3 week trial and if we didnt like it we could cancel with no obligation. It took over a week to get every thing installed, most products wouldnt work with my house. Its 2 weeks into the trial and i requested to cancel. They told me oh sorry it was a (3 DAY Trial) . The salesman **** reassured us many many times it was a 3 week free trial! I/We donot want the service or products. They trapped us into this by lying to us. We want this canceled imediatly.
Business Response
Date: 07/12/2024
July 12, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21956007
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: June 25, 2024

To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.

In his complaint, ************** explains that he was given a 3-week trial by the salesman, and that he could cancel with no obligation at any time. ************** desires cancellation immediately.

At this time, Vivint agrees to cancel **************** 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 $44.47, and total equipment fee of $3,339.36 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 Legal
Initial Complaint
Date:07/08/2024
Type:Service or Repair Issues
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 talk with a representative of Vivint about coming to my home and putting cameras in front and back. Vivint technicians came to my home decided to add smoke detector and updated thermostat I never ask for their thermostat didnt realized this change until I turned my ac on and it didnt work. I never ask for this thermostat I have no ac. Vivint technician took my thermostat somewhere nobody knows where it is now I have no ac with all this heat. My home has smoke detectors in all rooms bid not need theirs. All I want is my thermostat back and for them to take this equipment out my home not happy with your service.
Business Response
Date: 07/12/2024
July 12, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21955799
Complainant: *************************
Vivint Account #: ********
Date of Agreement: April 21, 2024

To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.

In his complaint, ****************** explains that during the installation of his system, the technician updated his thermostat without his authorization, and now his AC does not work. ****************** desires his thermostat back and to return his equipment.

A legal representative from Vivint has attempted to contact ****************** via email and phone in an effort to address and resolve the current issue. Vivints record show that a technician visit was scheduled for July 12, 2024, to address Mr. ******** thermostat issues

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 Legal
Customer Answer
Date: 07/15/2024

Complaint: 21955799

I am rejecting this response because:

Sincerely,

*************************
Customer Answer
Date: 07/16/2024
I feel Vivint technician took advantage of an opportunity he has to make more money and made this situation difficult for myself and never once did anyone reach out to talk with me. I do not believe in this business if they have workers that do such evil to a customer with greed intent for money . For Vivint to allow these actions means its ok to them and everybodys in agreement this is how I feel I never ask for what was put in my home except cameras that doesnt work. This company isnt reliable.
Business Response
Date: 07/22/2024
July 22, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21955799
Complainant: *************************
Vivint Account #: ********
Date of Agreement: April 21, 2024

To Whom It May ***************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.

A legal representative from Vivint has recently contacted ****************** to resolve his concerns. Vivints record indicates that this issue has been resolved to Mr. ******** satisfaction. 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 Legal
Initial Complaint
Date:07/08/2024
Type:Service or Repair Issues
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 salesman came to my door fairly late and rang my doorbell 3 times. I finally answered the door. Huge mistake. He told me Vivint was in the area selecting a few families to give free systems to. He asked me questions about home security and told me based on that I had been selected. He told me he needed my information including last 4 of social security number to, make sure I dont have any active warrants. Come to find out he ran a credit application without me knowing or even mentioning it. He never mentioned anything about a line of credit being opened until I saw the fine print. This was incredibly deceptive. He kept saying the system was free, then why is he opening a line of credit in my name for $4000? He was intrusive, overbearing, and terrible at his job honestly. He made me feel extremely uncomfortable the whole time. It is incredibly deceptive and unfair to run a credit application for someone without them knowing or even mentioning it. If I wouldnt have brought this up he probably never would have mentioned it. So much for free! Because of this alone I will be calling tomorrow to file another complaint and cancel within my 5 day window.
Business Response
Date: 07/12/2024

7/12/2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21954231
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 7/5/2024

To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

Vivints records show **************** has agreed to downgrade her system. Ms. *********************** will be updated with the downgrade. **************** 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 Show Actions
Initial Complaint
Date:07/06/2024
Type:Service or Repair Issues
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 canceled Vivint within the three day period. They scheduled for getting their products out my home on July 6, 2024 between 4pm to 8pm. I work nights but got up and with my son we waited and waited. At around 7pm, I get a text saying I canceled!! I have been confirming Vivint texts about this appt for days. Then, I get an email about sorry they missed me. They did not show up and I have video proof to show no one from their company was by my house. I want their equipment gone!! I have been weeks without a video door bell and lock that I can access, so we had theirs removed tonight since they didnt bother to pick get them. They are ready for them to pick up. They just have to get their two outdoor cameras, keypad off my wall and their sensors. Vivint can install their systems in less than three hours but drag their feet to pick it up. All the while giving offers to return. I dont want them, I want them to get their equipment. 20 business day from cancellation it will be trashed
Business Response
Date: 07/11/2024
July 11, 2024

Better Business Bureau of ****
3703 W **************************************************************

RE:    Consumer Complaint Case #: 21951430
           Complainant: *********************
           Vivint Account #: ********
           Date of Agreement: June 15, 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, Vivints records show that the equipment was removed, and the account was cancelled. *************** 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 Legal
Customer Answer
Date: 07/11/2024

Better Business Bureau:

As long as the holes they left in my home are addressed.
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:07/06/2024
Type:Service or Repair Issues
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 September 3 2021 I purchased Vivint. Used it till around August of 2023. Called them to move my service and they wanted around $500 dollars for the move at the time that wasn’t an option for me. I haven’t used their services since then but still been paying the monthly fee of $71 dollar. I called in July 2024 to get them to install the cameras at the new home and they told me it would be around $150 which I said perfect. The technician visited the home told me he has been with Vivint since 2013 which I find hard to believe. Once he started the process of the installion he had nothing prepared to install this cameras. I told them where I wanted the cameras and left him to work. He arrived around 8am and around 1pm I checked in on him and he still hadn’t installed a single camera. He couldn’t break through the stucco on the home. He did 5 different wholes in a single room no where near where I wanted the camera just to tell me he couldn’t get it done and left. Called Vivint to cancel everything and I get told it’s $2800 dollar to cancel the service or keep paying the $71 for the next 5 years. Mind you my cameras are paid off. This is just for their service.
Business Response
Date: 07/12/2024

7/12/2024

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint Case #: ********
           Complainant: ****** ********
           Vivint Account #: *******
           Date of Agreement: 9/3/2021

To Whom It May Concern:

I have reviewed the information provided
by Mr. ******** and
appreciate the opportunity to respond.

A resolution has been agreed upon. At this
time, Vivint has agreed to cancel Mr. ********’s account without penalty. Mr.
******** has no further obligation to Vivint. Mr. ******** may contact Vivint’s
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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,

Vivint Legal
Customer Answer
Date: 07/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Will I receive some sort of email confirming this cancelation? Because I just received a text that a new appointment will be scheduled.

Sincerely,

****** ********
Customer Answer
Date: 08/07/2024

Complaint: 21950074

I am rejecting this response because:

Hello legal team at Vivint. On 7/12/2024 I thought we had settled this matter for good but apparently not. I was sent a message here on the BBB website stating that my account would be canceled with no cancellation fee and no other penalty or obligations.

07/15 finally received my cancelation email from Vivint.

On 7/24 I received a call from the loyal program manager and I was offered a refund for all the months that I didnt use the service since 08/03/2023. They also offered me do one last attempt to get my cameras installed at no additional cost and no more contract just a month to month basis. I said sure. When the day of the install came about the tech showed up and told me I had to sign a 25 month contract. I said no and they left and I thought it was the end of that.

On August 2 I received a collect call from the billing department for the $1200 for the cancelation of my contract. I spoke to ( **********;CLY ******) and he contacted the legal team and he said there was no reason why that should be on my account since the legal team was the one working on it. After two hours of back and fourth and waiting on hold, nothing got done and we got nowhere. I emailed him asking for an update but no response.

On August 3 I was charged 2 months of service on my account $143.58. I contacted my bank and disputed all the transaction I have with Vivint since August of 2023 since that refund was already promised to me by the loyalty team but was never done. Why am I still getting charged after my cancellation already happened.

August 7 I received an email from ***********************;
************************************************ stating that my cancelation request has been declined and my account is not canceled. What type of lack of communication is going on within this company.

At this point all I want is for Vivint to close out the account as promised with no fees or penalties. I want the refunds promised by the loyalty team to happen so I can close down the disputes I opened with my bank. And I would like for Vivint to leave me alone before I have to take further actions.

Sincerely,

*****************************
Business Response
Date: 08/12/2024
8/12/2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 21950074
           Complainant: *****************************
           Vivint Account #: *******
           Date of Agreement: 9/3/2021

To Whom It May Concern:

I have reviewed the information provided by ******************** and appreciate the opportunity to respond.

Vivint has cancelled ********************** account backdated to July 15, 2024. ******************** will receive a refund of payments made since that date.

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
Customer Answer
Date: 08/12/2024

Complaint: 21950074

I am rejecting this response because: you didnt address the fact that Im still getting collect calls from the billing department. Im still getting emails stating that my cancellation was declined. And I was promised other refunds for the year Vivint was never in used. When I called on August of 2023 no one even offered to pause my service. I was told I have to keep paying. A refund was already offered by the loyalty team.

Sincerely,

*****************************
Business Response
Date: 08/14/2024

8/14/2024

Better Business Bureau of ****
*************
**************************

RE:    Consumer Complaint Case #: 21950074
           Complainant: *****************************
           Vivint Account #: *******
           Date of Agreement: 9/3/2021

To Whom It May Concern:

I have reviewed the information provided by ******************** and appreciate the opportunity to respond.

******************** has been refunded $143.58.********************** account was not approved for cancellation in 2023. Any additional refunds are not warranted.

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
Initial Complaint
Date:07/05/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The issues started the day the salesmen left my home. What was promised was never delivered. I have had issues with the system since it was installed. Ive had several service failures with the system cameras always going offline. At one point all my cameras worked now the company has done a software update and none of my cameras worked. I have finally gotten some of the cameras back working, but now they are saying I need an air tower via the panel. Once again forcing the consumer to pay more money due to the company software update. There have been many days and weeks without service. However, Vivint will not allow me not to pay. I am seeking to get my service up and running correctly and not at my expense. Your help is greatly appreciate in this matter. I literally was on the phone with someone prior to reaching out via online to you and I will be nice and say was disconnected. However, no one has ever called back even though it was stated in the beginning of the call would my phone number be a good number to call back if we were disconnected.
Business Response
Date: 07/11/2024
July 11, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21947840
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: May 21, 2022

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 Legal
Initial Complaint
Date:07/05/2024
Type:Service or Repair Issues
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 signed up for security system with Vivint and was told that we had 30 days to return our equipment if we didnt like it and that Vivint doesnt lock you in to a contract for a certain amount of time and that its month to month for the service. We called to return after only ************************************************************************ for 5 years and only had a 3 day return period and since we didnt have proof the salesman said ****************************************************************************************************** speak to management. We called the salesman and got him on video reiterating the terms he told us were in the contract.
Business Response
Date: 07/11/2024
July 11, 2024

Better Business Bureau of ****
3703 W **************************************************************

RE:    Consumer Complaint Case #: 21947801
           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 schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund to Fortiva for the equipment line of credit, and a refund of all payments made directly 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 Legal
Initial Complaint
Date:07/05/2024
Type:Billing Issues
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 been charging me for an account on a house I sold in August of 2020. Everytime I called to cancel service, they told me I didn't have an account but continued to charge me for three years. Finally they acknowledged I did have an account and canceled it. When I attempted to get a refund they said this whole thing is my fault and they couldn't provide a refund for the $2300 they have taken past my move date. I had an additional account at another address and they couldn't understand when I called what I was talking about (India customer service). I have spent multiple hours/days on the phone and have been blown off. The service address was:************************************************ With phone number ************ under name ***************************. I don't remember what the account number. I have elevated the issue multiple times and not been called back. Never emailed, no letters. I am a disabled veteran and don't have the money to throw away of fraudulent accounts. They have gone after my credit for withholding payments. For an account they told me I didn't even have when I called!! These people are shameless thieves.
Business Response
Date: 07/11/2024
July 11, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21947688
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: February 27, 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 has been agreed upon. At this time, Vivint has agreed to refund twelve (12) months of monitoring service totaling $833.88. ****************** can expect the refund to arrive via his checking account within fifteen (15) business days. ****************** 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 Legal

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