Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,353 total complaints in the last 3 years.
- 2,972 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/01/2024
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.
May 9th, 2024 Salesman Jaime S*****, Alarm Agent Reg No. ******, came to our door offering an upgrade to our Vivint Security system that we have had for 4-5 years. Jaime stated the equipment cost would be financed and added to our current account at Citizens Bank. On 5/18/2024 I logged into our Vivint account and noticed our account was past due $1,447.58. I called Vivint Billing immediately to find out why when it was to be financed. Over 13 days I have spent a total of 5 1/2 hours on the phone (me calling them) attempting to reconcile this with promises from Vivint each time that we have been approved. On 5/23/2024 Victor from the Loyalty Department informed me the financing hasn't processed because we owed $58.62 to Citizens Bank. I was instructed by Victor that I had to call Citizens and have that 100% paid off prior to Vivint financing the new equipment. I called Citizens, paid off the remainder of the balance and provided the reference number to Victor this same day which was 5/23/2024. I was assured by Victor at Vivint on 5/23/2024 that Elizabeth would call me Friday 5/25/2024 or Monday 5/27/2024. No phone call came by 5/28/2024 so I called Vivint. Spoke with Carol who assured me that someone from the Loyalty Department would call me to start the paperwork process for the financing. As of June 1, 2024 there still has been no word from Vivint other than their collections department calling numerous times after stating "we will put you on the do not call list" as the Loyalty Department is working on financing. All integrity with Vivint is gone and the account is still not reconciled.
5.31.2024 4 attempts 4 minutes, 5.29.2024 1 hour 15 minutes, 5/28/2024 5 minutes, 5/23/2014 6 minutes, 5/23/2024 5 minutes, 5/23/2024 1 hour 44 minutes, 5/22/2024 4 minutes, 5/21/2024. 46 minutes, 5/20/2024 57 minutes, 5/18/2024. 13 minutes.
Business Response
Date: 06/08/2024
June 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: ********
Date of Agreement: July 6, 2019
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she was offered the
chance to upgrade her equipment and it would be financed through Citizens. Ms. ******
states that on May 18, 2024, she noticed that she was charged for the equipment
upfront. Ms. ****** states that she has contacted Vivint and was informed the
equipment could not be financed until her original loan was paid off in full.
Ms. ****** states that she paid off the equipment, however, Vivint has not yet
set up the financing of her equipment. Ms. ****** desires the equipment financing
to be set up, contacted by Vivint, and a credit for her inconvenience.
Vivint’s records indicate that Ms. ****** signed a Purchase and
Services Agreement (“Agreement”) on July 6, 2019. On May 10, 2024, it was
determined that Ms. ****** did not qualify for financing due to a balance on
her original loan. Ms. ****** called on May 18th, May 20th,
May 21st, May 23rd, May 29th, and May 30, 2024,
about the equipment financing. On June 5, 2024, Vivint’s records show that Ms.
****** spoke to a Vivint representative regarding the financing, and Ms. ******
stated that she already paid off the equipment and would like to leave it that
way. Ms. ****** provided a 10% discount on the equipment; a credit in the amount
of $149.79 was applied to her account.
A Vivint representative has attempted to reach Ms. ****** to assist
with this matter via email. After reviewing the account, Vivint’s records show
that Ms. ****** spoke to a Vivint representative regarding the financing, and Ms.
****** stated that she had already paid off the equipment and would like to
leave it that way. Ms. ****** provided a 10% discount on the equipment; a
credit in the amount of $149.79 was applied to her account.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. ****** may contact Vivint’s representative with any questions or
concerns she may have.
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 LegalCustomer Answer
Date: 06/08/2024
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:06/01/2024
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.
June 2023 I entered a contract with vivint security to secure my home. I was leaving the state of *****, going to ********. I was gone for nine months. While I was gone, ******** camera stopped recording everyday 24 hour, to two days maybe and not 24 hours. Back window sensor was not working at all. I called so many times. Nothing got resolved, they do not send technicians. I informed Vivint I got them to secure my home while I was out of state, and I felt that my home was not secured. I informed Vivint that on my return to ***** I no longer wanted their service. When I returned I called and cancelled Vivint. I went with another carrier. That's when I found out my home was not secured. The door 3 door monitors were not working. None of the six window sensor worked. none were hooked up. I paid Vivint $71.per month for 11 months and Fortiva $758.00 total for equipment. On or about may 21, 2024, I call vivint and spoke with Dresden to inquire when they were coming to get their equipment. I was informed they were not. As I no longer have Vivint. I was told they were not. I feel I did not receive the service I needed and paid for. On May 30th, 2024 Vivint hacked into my bank account and forced an unauthorized withdrawal of $71.00 through my new account. ********************** did not have this account info. ********************** sent a package to my home while I was in ********. Looked like it had been here a long time. I sent it to vivint.Business Response
Date: 06/07/2024
6/7/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21790534
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: 5/29/2023
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 forgive Ms. ********* account and 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:06/01/2024
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.
This company has a door to door salesman who has come to my house multiple times after I have explained that I do not want solicitation at my house. I have a large "No Solicitation" sign on my front door and they continue to send salesman.Business Response
Date: 06/06/2024
June 6, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21789288
Complainant: *****************
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May ***************** have reviewed the information provided by Mr. ***************** and appreciate the opportunity to respond.
In his complaint, ************ explains that Vivints salesmen continues to visit his home multiple times after he has explained he did not want solicitors at his home. He further explains that there is a large non-soliciting sign at his front door. ************ desires no further contact.
The kind of behavior ************ has reported is not consistent with Vivints policies and Vivint apologizes for any inconvenience. To further assist, Vivint requires ************** full address in order to notify the sales representatives in his area to no longer approach his home.
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:06/01/2024
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.
****** was purchased months ago with 300 down and 89 a month . Jervontae was the sales agent and told us he would give us 2 sensors one for front door and one for the back door. He said they were coming nver came . ****** has a record and he will not answer with the number he gave us. Now i am having issues with my panel and the old sensor that were left in here . I contact vivint but they out source their customer service so these people read scripts and know nothing and help zero!!! I pay a lot of money for this system to not ha e was was promised and now the panel is messing up.Business Response
Date: 06/10/2024
June 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21788880
Complainant: *********************************
Vivint Account #: ********
Date of Agreement: September 6, 2023
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, Mr. ***** ************** are 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:06/01/2024
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.
So when we met with the salesman to my memory I wasnt informed how I would be able to cancel the service or that this would be a 5 year long contract if I didnt cancel the system in time after the 1 month free trial that the salesman had offered. I had a call with their customer service 1 week after the month, and I was informed that I was in a contract now that I couldnt back out of until the five years were over at that time they had told me that the only two options I had was to contact the salesman to see if he could give me an extended free trial so that I would be able to cancel it or to pay off the cameras. The reason I wasnt able to cancel it before its because I didnt know how, and I had trusted the salesman when he said he would be there if I needed anything because he had given me his number, but when I texted him a week before the trial ended to ask him about how to cancel it, he never responded and then the month was over. He did reply to me three weeks afterwards, but said he was on a honeymoon and thats why he couldnt reply but now he couldnt help me due to extra promotions I received for the trial. I got in contact with the customer service again recently, and they had told me that I had two other options one being to pay off the citizen's pay program that loaned the money for the cameras which would be $3,933.33 and that I would be able to cancel the Vivint subscription without any penalties. My other option was to pay off the Vivint subscription total which would be $2,500.50 and to finish paying off the citizens pay until the 5 years were over. I was ok at that point to just pay off citizens pay but I called back minutes after that cause I forgot to ask something and the new person informed me that I would actually still have to pay almost $4,000 after paying off the citizens program. Not sure whats going on but all this misinformation seems shady and is really frustrating. I had seen online that this company has bad reputation.Business Response
Date: 06/07/2024
6/7/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21788247
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 3/27/2024
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he has experienced difficulties with the cancellation process. **************** requests cancellation of his account.
To assist ****************, Vivint is willing to cancel his account and forgive his line of credit upon receipt of the equipment. A representative has contacted **************** via email to schedule a system removal appointment.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/07/2024
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 and is a big relief .
Sincerely,
***********************Initial Complaint
Date:05/31/2024
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 set up an alarm system through Vivint 04/20/2024 based on what the sales rep provided. He claimed we would have better cameras then ADT and features plus they would buy out our contract from ADT. Credit was approved same day and cameras installed as well. Everything worked fine first day. Right after that out problems started. We could not load live viewing of the cameras on the app at all. Not at home or on the road. I started chatting with agents calling tech support along with my husband. Nothing was being fixed over the phone. A tech came to our house and was there for hours. At the end he said it was our network that had issues but this wasnt the case. We have xfinity and it worked just fine with ADT cameras. My husband reset our network but still nothing. We kept calling tech support and they gave us run around and the same troubleshooting steps that didnt work. The sales rep also stated we would get a buyout for ADT contract. I sent him my contract. He said to wait until processed. He never responded on our pay out or about our issues. My husband got upset and said we wanted to get out of this because we werent getting service promised. He approved a cancelation. We called Vivint loyalty and they would not agree to a cancelation, kept wanting us to pay their fees when none of this is out fault. Meanwhile I was charged 2 months for my ADT service I wasnt using, Vivint installation and fees and another month of service on Vivint. Im yet to get resolutions and they dont want to honor a cancelation. I am not paying them a dime for horrible service. On the contrary, they owe me for all the money Ive wasted. I dont know what else to do. I talked to a supervisor who said they would waive all fees give me 2 months free plus everything I paid but needed to schedule 5 tech appts and thats not reasonable at all. Its been 2 months of feeling unprotected.Business Response
Date: 06/06/2024
June 6, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21787852
Complainant: ***** Amezcua
Vivint Account #: ********
Date of Agreement: April 19, 2024
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she switched from ADT to Vivint as the sales representative claimed that Vivint had better cameras. She further explains that her system has not worked properly following the installation, and her cancellation request is not being honored.
At this time, Vivint agrees to cancelled Ms. ******** 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 $41.47, and total equipment fee of $4,022.50 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 her equipment. Following this, Vivint will refund all payments made, cancel her 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 LegalCustomer Answer
Date: 06/06/2024
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:05/31/2024
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 had checked my checking account and ********************** had taken $127.93 out of my account on 4/19/2024. I have reached out to customer service and have not been able to get this matter corrected. They have taken this money out of my account without my permission. They took this money for a property that I&#**;ve closed the account on over a year ago, on 2/27/2023. I keep getting the run around when I call and have been told they could not electronically put the money back in the account and were going to send a check. I have been waiting for over a month. I&#**;ve been given multiple excuses why I haven&#**;t received the check yet.Business Response
Date: 06/07/2024
June 7, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21778847
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 30, 2010
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that Vivint took a payment in the amount of $127.93 on April 19, 2024, on an account that was closed over a year ago on February 27, 2023. ******************** desires a refund in the amount of $127.93.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on September 30, 2010. On March 2, 2023, ******************* called Vivint to pay the buyout of the agreement. A payment in the amount of $438.53 was received to buy out the agreement. On April 23, 2024, ******************* called Vivint about being charged a total of $127.93 on an account that should have been closed a year ago. It was determined that the agreement was not cancelled. Vivints representative submitted the agreement for cancellation and to have a refund processed. On May 7, 2024, a refund check was processed and mailed to the billing address on file as of that date. On May 16,2024, ******************** called Vivint about his refund. On May 30, 2024, a request was sent to Vivints accounts payable/accounts receivable department,requesting to have the refund check reissued to address on his active account.On June 7, 2024, a second request was sent requesting the status of the refund check. Once the status of the refund check has been determined, Vivint will proceed accordingly.
A Vivint representative has attempted to reach ******************** to assist with this matter via email. After reviewing the account, ********************** agrees to proceed accordingly once the status of the refund check has been determined the status of the refund check.
To resolve this matter, Vivint agrees to the resolution as stated above. ******************** may contact Vivints representative with any questions or concerns he may have.
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:05/31/2024
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 services that are no longer under contract. Vivint is asking for a hand written letter for fax on my reason. So they can review within 30 days. Stating I will be billed again if my billing period falls during that, why wouldnt it in an entire month? I have spoken to 3 representatives at this point. They changed it to an email but still a 30 day wait. Then stated I needed to send nothing, but still a 30 day wait. Back to stating I needed to send an email again, and all customers have to wait and that they all have this problem. That in itself is a problem. I have been a loyal customer for nearly 10 years and brought many customers to them. They now say they want customers to make sure they dont change their mind, so they make them wait 30 days. Why can they make a decision on my choices? When I didnt like that answer, the reason changed again to it takes them that long to verify information. They had already called and verified my account was fully paid. There is nothing else to verify. I sent the email they asked, but they are unwilling to cancel my account without waiting 30 days.Business Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21785771
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: January 12, 2019
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she is requesting to cancel her service and Vivint is asking for a handwritten letter. She states Vivint explained it will take thirty (30) days to cancel in which she will be charged again. ********************** desires a billing adjustment.
Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on January 12, 2019. On May 31, 2024, ********************** requested the cancellation of her account due to moving. Vivints records show ********************** declined all move options and was educated on the thirty (30) day cancellation policy. On June 3, 2024, Vivint received the required Notice of Cancellation request to cancel the account.
A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Vivint monitoring contract without further penalty or fees to **********************. ********************** 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:05/31/2024
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 purchased the Viviat system in early April. I am pleased with most of the features of the product with the exception of the thermostat. I have made several calls/text to my sales representative. I also reached out to the customer service number to get assistance. They find had a rep come out within 2 weeks if installation and everything seemed to be working. He provided his direct contact information and asked that if I have any issues to please contact him directly. Shortly after he came out I started having issues again and I decided to put my old thermostats back on the wall. On April 29th I texted him that I wanted to return the equipment and asked for him to provide an address. He did not respond immediately but he had expressed to me that he was having a new baby so I gave him some time. He never responded and I reached out by chat to *******. The phone number they provide no one EVER picks up as I think this is by design. All I want to do is cancel this service and continue with my contract. I believe that since Im a single black women over 50 they just feel like I should just deal with it and pay the bill. I am adamant about talking care of my responsibilities. My credit score is 750 and I am a responsible member of society. But I should not have to pay for something that doesnt work especially after I have given them an opportunity to fix it. Im not requesting a huge amount to be deducted from my bill. But now its about principle and standing behind your employees that specifically asks the customer to communicate with them directly. Which is what I did.Business Response
Date: 06/08/2024
June 8, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21785639
Complainant: ******************
Vivint Account #: ********
Date of Agreement: March 29, 2024
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she is satisfied with the Vivint equipment except for the thermostats. **************** states that she had to reinstall her old thermostats which seem to work. **************** states that she has tried to return the thermostats, however, Vivint will not assist her. *************** desires to return the thermostats for a refund.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on March 29, 2024. On March 31, 2024, *************** contacted Vivint due to issues with her thermostats. Troubleshooting was completed and the issues were resolved. On May 4, 2024, **************** contacted Vivint about her thermostats not working and was advised to call in to discuss downgrading. On May 31, 2024, **************** contacted Vivint requesting to downgrade the thermostats, however, was told that it was not possible as she has had them in her possession for over 30 days.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** agrees to refund **************** for the thermostats that are not compatible with her HVAC unit.
To resolve this matter, Vivint agrees to the resolution as stated above. **************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/31/2024
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 switched from our old alarm company to vivint in May of 2022 after our neighbor recommended them to us to receive their cash back reward. When we made this agreement, we were told that we would be able to move our equipment/account to any property we moved to with no issues. Fast forward to this year, we have moved to a new home and are selling our old home. We have called numerous times to get our account switched over as our new home already has vivint equipment. We have made it clear that we do not want any new or additional equipment, only to move our service to the new home. Vivint refuses to do this and will not move our service unless we pay $300 to have our equipment from our old house moved to the new house. Again, we have no interest in doing this as the camera system is a selling point on the old home. At this point we dont even want the service anymore because Vivints customer service has been extremely pushy, scammy, and difficult to work with. Upon trying to cancel our service, we are told we cannot cancel until we pay off our like of credit through ********************** which we still owe over $1000 on. Not sure how this is even allowed when it is not actually Vivint that we are directly paying for the equipment. Not to mention the equipment is outdated and hardly worth anything now which is why they constantly want you to pay for new equipment. We do not intend on stopping payments on our line of credit, but our vivint account service needs to be cancelled. We have no interest in paying anymore money to this bait/scam artist company.Business Response
Date: 06/08/2024
June 8, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21785435
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 12, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was told she would be able to move the equipment/account to any property they moved to without any issues. ****************** states that she moved into a new home and is selling the old home. ****************** states that she is having trouble moving the service because they do not want to move the equipment as it is a selling point for the old home. ****************** desires the monitoring service agreement to be cancelled.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on June 12, 2021. On November 20, 2023, ******************************* called Vivint inquiring on moving options. ****************** stated they were moving into a home where a Vivint security system was already installed. ***************** was provided with the available moving options. ****************** stated that he would speak to his wife as to how they wanted to proceed. On December 22,2023, ****************** called Vivint about moving and she was provided with the same moving options. April 2, 2024, ****************** called Vivint wanting to cancel the agreement due to moving and not being able to move the equipment. Vivints representative advised ****************** that the equipment line of credit would need to be paid off to cancel.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel the remainder of the monitoring service agreement effective June 8, 2024, however,****************** will remain responsible for any balance remaining on the equipment line of credit with Citizens. ****************** has no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. ****************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ******************** 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.