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
- 8,352 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:07/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted Vivant to have a smart lock installed. I was told by their representative that I was good for financing and that I would be paying $80 a month on my total bill. They failed to secure financing and charged us the full amount all at once. We contacted them and they had refunded it and were going to work the financing themselves and now 2 months later they have charged us 2/3 of the cost plus our monthly bill all at once. They have not been honest or true to what I was told from the start of ordering this lock to be installed.
Business Response
Date: 07/08/2024
July 8, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21931263
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: October 26, 2022
To Whom It May ***************** have reviewed the information provided by Ms. *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to Mr. ***** ************** via phone to address and resolve the current issue. For any additional questions or concerns regarding this matter, Mr. ***** ************** ae 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:07/02/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had a salesman come to our house trying to get us to sign up for Vivint. We declined multiple times but he wouldnt leave. He kept asking us why we wouldnt sign up because he was waving equipment and installation fees and we could cancel anytime we wanted so we decided to get on the installation waitlist. He was asking questions about us in regards to returning equipment if we decided to cancel and questions to make sure they could trust us (is what we thought). He asked for my ssn to check my credit (to make sure they could trust us to pay them is what we thought). Then he had me sign to get on the installation waitlist. They came and installed the same day. We never really wanted the system in the first place but he wasnt leaving us alone so we just decided to try it since it was free and we could cancel any time. About 5 (I cant remember exactly) days later, we called to cancel because we didnt really use it and the quality isnt that great (the zoom never focuses, it glitches, the app takes forever to load, etc) and they told us wed have to pay like $1800 to cancel because the trial was only 3 days. Then we were told the salesman can extend the trial for us to get out of it but he wouldnt and still wont answer our calls or texts even though cs reps have gotten ahold of him and he was supposed to call us back in a few minutes. The main point is that were deceived into taking out a $4000 loan for the free equipment. We were told we could cancel any time. Yes, we signed a contract but it was on an iPad and we didnt realize we were opening a loan and he never showed us a contract, just to sign to get on the installation waitlist. Please help us figure out this situation.Business Response
Date: 07/08/2024
July 8, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21929987
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: May 31, 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 provide full cancellation of the Vivint account relating to ******************. This will include removal of the equipment, a full refund of any payments made directly to Vivint and full closure of the Citizens 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 LegalCustomer Answer
Date: 07/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************Initial Complaint
Date:07/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have two accounts with the ********************** company Vivint. One was residential and the other a business. I sold the business in 12/22. They have failed to transfer the proper information (The business sold to is getting notifications of my personal account, outdated emails have not been updated) I have called 6 times (totaling 6.25 hours) to rectify the situation and can get nowhere, they are charging my credit card for both the business that was sold a year and a half ago by a third party that is there agent (Citizens Vivint Financial) that they say cannot be change until $801.79 is paid before they will properly update system or allow me to cancel service.Each time i call i have to start over with a new rep. that they say has no power to move forward and nothing can be done without payment. They have all the correct information for the "new" business that bought me out. They are charging me as well as accepting payment from the new owners. In the mean time they are turning me over to collections, and i feel i have no recourse.Yes i have dates time on the phone, a case # and badge numbers of associates i have talked to. Each time i have called, they say the line is recorded and i have requested transcripts, however; they refuse to provide themBusiness Response
Date: 07/08/2024
June 8, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 21927787
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 1/12/21
To Whom It May *********************** have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
In his complaint, ****************** states that he has a business and residential account. He sold the business in 12/2022 and the new owers are getting notification from his personal account and he is still being charged.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 1/12/21 with an initial term of sixty (60) months. Vivint's records indicate that there have only been 3 calls to Vivint prior to 4/22/24. Vivint's records indicate that on 1/13/22 that ****************** chatted (texted) with a representative regarding a low battery alert on a sensor. On 2/15/21, Mr. ************;called and requested account balance information and was sent an invoice. Vivint's records indicate that Mr. ************;called on 4/6/23 to add a new payment method. Vivint's records indicate that Mr. ************;called on 4/22/24 to update the email address on file, and to do an account takeover. The email address was updated but he was unable to process the takeover for the business at that time. Vivint's records indicate that ****************** called on 5/13/24 and spoke with a supervisor. He stated that he sold the business a year ago to "*****" and that Mr. ************;and **** should no longer be on the account. The supervisor explained that Vivint's records show that takeover permission was never given, and cancellation had not been requested prior to 4/22/24 and that the required written cancellation notice has not been submitted. Vivint's records indicate that there is no other service at the business address and no one has called to activate the panel or start a service.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint agrees to cancel his service and waive the early termination fee and 30-day cancellation period. ****************** has no further obligation to Vivint 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 LegalCustomer Answer
Date: 07/15/2024
Complaint: 21927787
I am rejecting this response because:I have responded to *************************** response on 7/12/at 11;08 see below:
Dear ****,
I will be flying in on Monday morning and meeting with the new owner ******************* to resolve this Vivint security situation.
After multiple attempts on my behalf (6) I have not been able to able to reach the same contact twice even after given badge numbers and account numbers with details
My voicemail is fully operational and my email is working.
Since I am flying in for this specific meeting ( I was told this could only be resolved with us (***** and I) being together in speaking with Vivint
I will be reaching out specifically to you **** on Monday AM July 15 to rectify this long going situation.
As this has been very costly because of Vivint business policy and inability to resolve
I will will be forced to litigate if you are not able to resolve .
**** you have been the only person whom has responded in the year and half since Vivint has not been able to straighten out crossed accounts, unauthorized double billing to me personally on my credit card for charges due the new owner of On The Cutting Edge
Look forward to talking to you on Monday.
Please respond that you have received this email!
Sincerely,
***********************************;*** I have called to reach out to **** as per stated above to resolve issue - no return phone call. I have also not received any email response referencing above email acknowledging sent email.
I have gone through exhaustive efforts to communicate and bring this to an amicable conclusion, however; Vivint's inability to respond or even have the same person communicate with me has been nonexistent.
I have now reached out on 7 separate times to resolve, talked to seven different representatives and we are still no closer to resolving this issue.
Sincerely,
*************************Business Response
Date: 07/20/2024
June 20, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 21927787
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: 1/12/21
To Whom It May *********************** have reviewed the additional information provided by Mr. ************************* and appreciate the opportunity to respond.
In his complaint, ****************** states that he has a business and residential account. He sold the business in 12/2022 and the new owers are getting notification from his personal account and he is still being charged.
Vivint maintains their resolution. ******************** account has been cancelled. He has no further obligation to Vivint and 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 LegalCustomer Answer
Date: 07/23/2024
Complaint: 21927787
I am rejecting this response because:Inaccurate responses to the truth and still am receiving harassing calls after account has been closed.
Please review below responses that have yet to be reviewed by BBB.Dear ****,
In typical Vivint fashion it seems to be one gaffe after another.
This email dated July 13th 2024 was found in my junk bin.
How is it all other communications and responses have gone through to my in box?
Might this be because you can't even get the phone number correct.?
***Reference first line of below response, the number you have been calling, this is wrong. Correct number- *************)
With this being said Im sure you have the correct number within your files to have obtained partial info stated below.
I see no reference to 6/25 call to Sena #****** or the 5/13 call to *** and ******* #****** for 54 minutes.
I recently received a notification from Vivint dated July 9th all monitoring and billing has been disabled and this account is closed,however; as of 7/22/2024 I am still receiving notifications on my personal phone harassing me of faulty equipment at the business that was sold a year and a half ago. This is still notifying me of issues at the 2320 S ***** address.
This amounts to harassment and with the collection calls I am continuing to receive.
Take this as written notice that I am cancelling my personal Vivint account at **************************************************************** as well.
Any more continued harassment phone calls will result in the continuation of my litigation and follow up to the BBB.
Sincerely,
*****
From: *********************** <************************************************>
Sent: Saturday, July 13, 2024 6:00 AM
To: ************************* <*************>;***** <*******************************;
Subject: Re: Vivint BBB Complaint Follow Up For ************************* ******* CA-160229585
Hello,
I called ********** BBB Complaint, which had a recording that said the mailbox wasn't set up. If that is a good number with a voicemail,then I'm not sure what happened.
Your service for the account at *********************************************** is the only service to ever be at that address. It was active, on autopay and is the reason you continued to be charged. There is no other service for the ************* address other than yours and that account has been cancelled. I was unable to find any evidence of a request for cancellation or account takeover prior to 4/22/24. I searched ******************* and we do not have him in our database. The only Oliksuik's that were found were in ****** and cancelled in 2009. If ***** called in to takeover the account, there would be notations on your account, or a new account would have been opened as an inquiry in his name.
If the new owner wishes to activate the panel, he can call Vivint and set up an account. I do not need to speak with him.
Had I found any calls or cases other than the 3 on 1/13/22,2/15/21 and 4/6/23, or if there was a written cancellation notice submitted, I would have been able to do more. Accounts cannot cancel without a written cancellation notice being submitted and they cannot be taken over without takeover permission being authorized by the account holder which would have been notated on a case titled Move, Takeover or Cancellation. Below I have listed every case on your account and the date that it was first opened since 2020.
I'm not sure who told you or why they told you that this could only be resolved with you and ***** being together and speaking with Vivint,but you may want to reach out to them or provide me with a name of the person who said it so I can reach out to them and get more information. The only supervisor call I see is with ****** on 5/13/24 when he also explained that there are no records of a cancellation request prior to April 2024 and explained the cancellation process.
I am happy to speak with you, but I am not sure what more can be done unless we are talking about the wrong service.
I Have a save flight.
Sincerely,
***********************
Legal Assistant
************
************************************************
Complaint: 21927787
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 07/29/2024
June 29, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #: 21927787
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: 1/12/21
To Whom It May *********************** have reviewed the additional information provided by Mr. ************************* and appreciate the opportunity to respond.
Vivint maintains their resolution. ******************** was informed on 7/8/24 and 7/20/24 that his account was cancelled on 7/6/24. He has no further obligation to Vivint and 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 LegalInitial Complaint
Date:07/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint set up a security system in my daughter and her friends name based on lies. They then ruined their credit and since they are young adults and can’t pay. They have sent me to collections. I had nothing to do with it and am not happy with the situation once I looked them up I see they have been sued and payed out a large amount for issues like this. They need to remove me from the collection and anything that has to do with them.Business Response
Date: 07/08/2024
July 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: May 6, 2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ***** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. ***** and a resolution has been agreed upon. At this time, Vivint has
agreed to remove the account from collections leaving the account closed, however,
Ms. ******** will remain responsible for the equipment line of credit with
Fortiva. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/01/2024
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 August 25th I sold my home and called Vivint to let them know. The representative told me that I had to only pay 800 and my equipment would be paid off and I would no longer be charged monthly fee of 33 dollars. I checked my bank account and noticed they went up , and charging me 62 dollars a month even though I told them I no longer own that house. I had to cancel my account because of this matter, but they are still are harassing me about making payments. I dont know my account number because I did paperless. Can someone please look into this matter I got charged from September 25th up to may25th. I would like a refund. . Thank you.Business Response
Date: 07/07/2024
7/7/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21927466
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 1/12/2021
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 Ms. ****** account and refund $497.12. ************* will receive her refund within 10 business days. ************** 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:07/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint is threading to send to civil court for unpaid equipment that I was unaware of. I am paying a monthly automatic payment every month. At the time of installation I asked if I was signed into a contract and they told me I had no Legal obligation and i had the ability to cancel services whenever. Now im being told I cant cancel due to the equipment balance that I was never told about. I just want them to pick up their equipment and cancel the service and I just pay what I rightfully owe them and nothing more or less.Business Response
Date: 07/08/2024
7/8/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21919220
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 8/1/2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint has cancelled ****************** account. ********************** has forgiven ****************** line of credit as well. **************** has no further obligation to Vivint. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 1, 2024, I received an email with the notice that I have been sent a digital copy of the monthly service bill by Vivint Smart Home. When I logged in to review the bill, it was $1.00 higher in the agreed cost at $43.14; yet the agreed cost is $42.14 for monthly monitoring of the security system. In my records, I noted that I responded to their email in June 2024 about opting for paperless billing and it is also evident because of the email I received.
In an effort to make sure the account was corrected and assuming it was their mistake, I messaged a Vivint Representative on their chat feature today to let them know they need to adjust the billing by $1.00. The Vivint Representative said that I must provide a payment method on file before the account can be authorized for paperless billing.
This is a completely unacceptable business practice for a company to require to have a payment method on file or penalize me as the customer. I tried to get the representative to escalate it to a manager; yet, they refused.
I am really disappointed in Vivint and I believe their business practice is not that of a quality organization.
My request is as follows:
#1 - The monthly bill be adjusted to the agreed price of $42.14 for July 2024 and future billing cycles.
#2 - Vivint to ensure the account is set for paperless billing delivery.
#3 - Arizona Better Business Bureau to admonish Vivint for their poor business practice and for Vivint to correct this issue in their policy.Business Response
Date: 07/08/2024
July 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: January 19, 2019
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. ****** and a resolution has been agreed upon. At this time, Vivint has
agreed to provide a credit in the amount of $1 covering the paper invoice
charge. Vivint also agrees to provide a $1 recurring credit for the remainder
of the monitoring service agreement. Ms. ****** may contact Vivint’s
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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/01/2024
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.
Date of Original Transaction - 5/20/2024 I original amount paid to the business: ******** The business committed to providing $30 monitoring service and $250 equipment voucher provided I sign a 18-month contract. I was not in a contract originally. I was charged $250.47 for the equipment purchased with the equipment voucher after the refund window had passed. They have not tried to resolve the problem and they are continuing to take money out of my account.Business Response
Date: 07/08/2024
July 8, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21926767
Complainant: Amotayo Mcelderry
Vivint Account #: ********
Date of Agreement: May 22, 2024
To Whom It May ***************** have reviewed the information provided by Ms. ***************** and appreciate the opportunity to respond.
Vivints records indicate that on July 2, 2024, a refund in the amount of $250.00 was issued to Ms. ********** credit card ending in 0021. 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: 07/08/2024
Complaint: 21926767
I am rejecting this response because: the agreement made for me to remain a customer of ********************** has not been honored. I am requesting a full refund for all equipment and service charges and the contact voided.
Sincerely,
*****************Business Response
Date: 07/12/2024
July 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21926767
Complainant: Amotayo Mcelderry
Vivint Account #: ********
Date of Agreement: May 22, 2024
To Whom It May ***************** have reviewed the additional information provided by Mr. ***************** and appreciate the opportunity to respond.
At this time, Vivint agrees to cancelled Mr. ********** Agreement and Citizens loan if the equipment is returned.
Vivints record shows that an appointment has been scheduled for July 18, 2024, to remove Vivints equipment from Mr. ********** home. Following this, Vivint will refund all payments made, cancel his Agreement and credit the balance owed on equipment loan within 5-7 business days.
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: 07/18/2024
Complaint: 21926767
I am rejecting this response because:Per Vivint's last correspondence, they agreed to remove the equipment they installed in my home in exchange for a full refund in the amount paid for the equipment. Reference below:
At this time, Vivint agrees to cancelled Mr. ********** Agreement and Citizens loan if the equipment is returned.
Vivints record shows that an appointment has been scheduled for July 18, 2024, to remove Vivints equipment from Mr. ********** home. Following this, Vivint will refund all payments made, cancel his Agreement and credit the balance owed on equipment loan within 5-7 business days.
An appointment was made for July 18, 2024 for a technician to arrive between 8am and noon, however no one showed. I have not been made aware why the technician did not show. I am willing to accept the offer proposed by Vivint.
All equipment was purchased and paid in full at time of installation. There is no outstanding loan/balance associated with any purchase of equipment that has been installed in my home.Sincerely,
*****************Business Response
Date: 07/24/2024
July 24, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21926767
Complainant: *****************
Vivint Account #: ********
Date of Agreement: May 22, 2024
To Whom It May ***************** have reviewed the additional information provided by Mr. ***************** and appreciate the opportunity to respond.
Vivints record shows that on July 19, 2024, Mr. ********** account was cancelled, and a full refund was issued to his credit card ending in 0021. ********************** may contact Vivint to return his equipment.
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:07/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a customer of ********************** for approximately 6 years. All of my equipment is paid for. I only pay for monitoring. However, starting last year, we were having problems with our sensors in the living room. They were replaced and then, we started having false alarms with notifications from Vivint stating " Dining Room window opened while armed" This was very unnerving since we would be at work. It would happen almost on a daily basis. It was so frustrating as it has happened while home alone and I just got of the shower. No windows were opened, and no one tried to enter at anytime. However, I was afraid that if we missed a notification that the police would come for a false alarm, and we would have to pay money for nothing. So, I requested a Tech to come out in April 2024. The tech asked if we opened the windows at all and I said, no so he suggested to disconnect the sensors from the system and recommended a Motion Detector in the dining room. It never worked. While armed, we would test it to see if alarm would sound and it did not. So, I called Vivint and spoke to someone for over an hour trying to troubleshoot the Motion Detector about 2 weeks ago. After the troubleshoot fail, a new detector was sent to me, and I am to call Vivint to install. I feel since I paid for the motion detector that did not work, a technician should come to my home to install it the right way. I am not a technician. This angers me about Vivint. They want to charge for a tech to come out. I called today to speak to the *** and only got the run around. I can never speak with a supervisor or anyone without an accent that I can understand and someone in charge. This is causing me so much stress and anxiety that I had to write to get something done. BTW, we have never had an issue with our basement window or doors opening while system is armed and that has happened yesterday. Tell me this isn't Vivint doing this on purpose to get us to purchase more equipment. I am so disheartened.Business Response
Date: 07/08/2024
7/8/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21926092
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 7/15/2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains her motion detector has stopped working. ************** was recently sent a replacement.************** requests Vivint send a technician to install the new sensor.
Vivint is willing to send a technician to ************** home to install the motion sensor replacement. A representative has contacted ************** via email to schedule an appointment at no cost.
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: 07/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not completely satisfactory to me. However, I requested to speak with the *** or President of the company to address ongoing false claims of opening of windows while system is armed. This has been happening and I believe its something that Vivint is doing and I need it to stop. I have no more money to shell out for any new sensors or equipment.
Sincerely,
*************************Initial Complaint
Date:07/01/2024
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.
since inception of getting your service i have been dealing with equipment issues. the reps over the phone never understand what the issue is and just reset my equipment. the keypad has never worked, every smoke detector ran a code, one faulted and beeping. i have already had a tech out and not fixed. i dont feel safe having your equipment in the home. and when i call to get it fixed i am being offered 25$. which is no where even close to the cost of the equipment. the reps are useless and i just started my account with you and having so many problems. the last rep wanted me to pay the 10$ monthly fee to cover your c*** equipment. i shouldnt have to pay nor am i. i would like my account cancelled and cancel fees waived as this is a massive issue in which it is not fair on my part. i do not feel safe with vivnt protecting my home.Business Response
Date: 07/05/2024
July 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21925631
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: April 27, 2024
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 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
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