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:05/10/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In 2022 a door to door sales representative came to our new home selling this security system. He told my husband that Vivint was a better system than the Ring and WYZE cameras we were using and told us that if we signed up with them we would be able to use their service for one year and after paying off our system we could then cancel their monitoring and use the cameras and door bell features the same way as we used our WYZE cameras by monitoring them ourselves through our app and would not have fees. We specifically said we did not want to pay for monthly monitoring forever because we would do it ourselves. He did not tell us that we would be required to continue paying Vivint EVERY MONTH to not only access the app, but also pay a MONTHLY FEE PER CAMERA if we wanted to be able to see them. This month we paid off $5,000 in equipment and called to cancel the monitoring service only to find out that we cannot actually cancel service through Vivint, because if we do our cameras are paper weights- we cannot access or use the cameras the way we used our WYZE cameras- we would only be able to access them through the panel which completely defeats the purpose of the security system. We were lied to in order to sell us thousands of dollars worth of equipment and now we are required to continue paying Vivint or throw out thousands of dollars in equipment and BUY NEW to replace what we had originally. None of this was disclosed and the salesman LIED to our faces. We never should have agreed to change systems. We are seething and all the customer service reps can say is sorry they werent transparent that does NOTHING for the thousands of dollars we are out- or for the hundreds we have to now find to keep paying this company to use the cameras as they were designed. This is not okay.
Business Response
Date: 05/17/2024
May 17, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21694765
Complainant: ******* & ******* *****
Vivint Account #: *******
Date of Agreement: August 11, 2022
To Whom It May ***************** have reviewed the information provided by ******* & ******************** and appreciate the opportunity to respond.
In their complaint, the ****** explains that they were misled by the sales representative about the functionality of their Vivint system following their cancellation of the monitoring services. The ****** desire contact by the business.
To assist, Vivint agrees to reduce Mr. ****** monthly services fee by 50%.
Vivints records show that Mr. ***** signed a **************** Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $73.27, and total equipment fee of $4,000.00, plus any applicable taxes, during that term.
Despite the validity of this agreement, Vivint agrees to the above resolution and has reduced his monthly services fee to $37.65. For any additional questions or concerns regarding this matter, the ****** 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:05/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have spent countless hours on the phone with Vivint cancelling my service. I sent in written notice like they asked which they have verified receipt of. I am still getting notices that I owe money but can't login to find out why. EVerytime I call I get transferred to 3-4 people and spend 1-2 hours on the phone. I was contacted by text by a member of their retention team who offered me a great deal to stay with them despite them continually cancelling my install. After saying ok, they cancelled my install again. I told the rep on text that I didn't want anything to do with them and she confirmed in writing that the request was cancelled and that she was waiving any install and fees associated since they were the ones that kept cancelling on me. As of today, May 9, I have spent almost an hour on the phone (on hold as I type this) without anyone being able to help me or teol me what is going on. They say there are thorough notes but yet no one can solve such a simple problem and confirm that my services are cancelled. They took out all my equipment (which I own outright) last month and I haven't had any service since then, yet getting emails saying I owe them something. PLEASE HELP! I'd like confirmation that I do not owe Vivint anything and that I am free and clear of my obligations to them. My one year agreement has run and for all the anguish they have put me through, while TRYING TO GET INSTALLED AT MY NEW HOME, yet being completely unwilling to do that, I am at my breaking point of having to deal with this company.Business Response
Date: 05/15/2024
May 15, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21691404
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: May 3, 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 in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, **************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/15/2024
Better Business Bureau:Vivint reached out today and reported that they are closing my account with no further monies owed. **** stated that I owe Vivint nothing further and my account will close within a couple of days.
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:05/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently had an issue with my garage door not opening so I called a Precision garage company to check out my garage door because I could not get my car out of the garage. After they replaced the springs that were broken on the garage door, they determined that the garage door motor still was not working as a result of the Vivint garage door opener. As a result, of their diagnostic, they determine the motor was inoperable because of Vivints garage door opening device, which they had to disconnect for the garage door to get it to go up and down. The cost of the repair with Precision was $386. I notified Vivint and spoke with **** *********************** Vivint chat representative via Vivint chat who said they will need to reconnect the device that is causing my garage door to not open before they can replace the device which is absolutely insane. It does not make any sense for you to request that I break my garage door just to have you troubleshoot an issue when I have already paid to have repairs done. I am requesting a new garage door opener installed by an experienced qualified technician along with crediting my account for the days the garage door opener did not work.Business Response
Date: 05/15/2024
May 15, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #:21690521
Complainant: ********* Simmons
Vivint Account #: *******
Date of Agreement: February 15, 2018
To Whom It May ***************** have reviewed the information provided by Ms. ********* ******* and appreciate the opportunity to respond.
In her complaint, ****************** explains that she hired a third-party garage company as her garage door could not open. She further explains that she spent $386 to fix the issue that was caused by Vivints equipment. ****************** desires a new garage door opener to be installed by a technician along with credit on her account for the days the garage door opener did not work.
To assist, Vivint agrees to send a technician to ******************** home at no charge to resolve her equipment concerns.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of one (1) month. This shows a monthly services fee of $49.99, and total equipment fee of $375.98, plus applicable taxes, during that term.
Vivints record further shows that ****************** contacted Vivint on May 8, 2024, regarding her equipment concerns, and on May 9, 2024, a new garage door sensor was mailed to her.
Vivint agrees to the above resolution. 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:05/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 1st of 2018, Vivint representatives were soliciting my neighborhood. I signed up that day with auto payments from my checking account. In 2020 I moved in with my fiance so i no longer needed their service. They charged me $42.14 the rest of my contract that was supposed to end in 2023. After August of 2023 they kept taking $42.14 from my account until I realized it in December. I called on 12/21/2023 to see why they were still charging my account. They submitted it for cancellation. They gave me a cancellation code over the phone. I called on 1/22/2024 because they had charged my account again. They told me i would not be refunded for the months i was charged after my contract. They submitted it for cancellation again, again a code over the phone. In April I noticed they were still charging my account. I called my bank on 4/10/2024 to put a stop/hold fee on Vivint because they were still charging me. I called my bank on 4/18/2024 to dispute 90 days worth of charges. That is pending. After the stop/hold they sent me emails, texts and called me telling there is a problem with my account. I called them on 5/9/2024 and talked to ***** the supervisor. The call dropped. Then he called me back to confirm the cancellation was sent to be processed. The phone number they told me to call back was ************. That was my last communication with them.Business Response
Date: 05/15/2024
May 15, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21689836
Complainant: Ciera Lucas
Vivint Account #: *******
Date of Agreement: August 1, 20218
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In her complaint, ************** explains that she moved in 2020 and no longer needed her services. She further explains that she was charged $42.14 for the rest of her contract that was supposed to end in August of 2023. ************** explains that she continued to be charged after the end of her contract and she had to dispute payments with her bank for the last 90 days. ************** desires no further contact by the business.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve her concerns.
At this time, Vivint agrees to cancel **************** account and issue a refund of all payment taken after August 1, 2023, to her checking account ending in 8961. Ms. ***************** contact Vivints representative directly if she has any further 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:05/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had made a payment arrangement of $62. I was told by a billing representative that my services would be reinstated. Now I made the payment. It's not cut back on saying they will have to go through. But the employee disconnected the call. So I made the $62 payment for nothing. I was told they would have to listen to the conversations I had.Business Response
Date: 05/14/2024
May 14, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21689224
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: July 11, 2019
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 reactivate the Vivint phone app within 24-hours. ************** 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:05/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 5/6/24 I reached out to Vivint about installing an alarm system. On 5/8/24 I left work at noon because the installer showed up to install the agreed upon system. I completed the application, paid the $66.00 required fee and completed all the paperwork for the credit application (which they told me I had done the day before.)After all this being done and a credit account opened for me, they told me that in order to install the alarm I would have to a video interview in which I would be recorded answering a bunch of questions. I refused.I think that I was deliberately misled into applying for and paying for a system install without being told if all the requirements. Why does an alarm company need to digitally record an agreement I have already signed for. I think its a violation of my privacy and totally unnecessary and inappropriate for them to request such a thing without prior notification. Now I have to go back and close the credit account, fight for a refund and *** to get my personal information expunged from their records. Is there anything you can do to help me and prevent others from being victimized in this way? I am seeking to have the second inquiry remyfrom my credit report, a refund of the amount paid and all personal information deleted from their accounts.Business Response
Date: 05/16/2024
5/16/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21684433
Complainant: *********************
Vivint Account #: ********
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, he explains he is dissatisfied with the fact that Vivint requires a recorded pre-installation survey prior to the installation of the system.
Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement.
Vivints records show that the $66.53 payment has been returned to ************ by his bank. Vivint has removed all the personal information that is possible to remove. Mr. ***** SSN, DL#, full credit card/bank account numbers are not on file anywhere. ********************** is in compliance with all privacy laws. If ************ would like any credit inquiries removed, he should contact the credit line company that conducted the credit check.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had Vivint for about 4 years now. Do not get yourself involved with this company. They have been taking out full page ads in ******************** advertising for business and you have to wonder why are they so desperate for business? They need more people to rip off. I called them because I was hearing through my doorbell on the outside of my house all conversation going on in my living room. Now mind you i pay extra each monthfor the service contract to have them come out to fix problems. The first thing they say without even coming to investigate is that I need to upgrade my doorbell and camera. Now on the website it says 249 for it. They had me sign up for a 48 month contact to be paid for at the rate of 34 dollars a month and then the day they came out and installed the 249 camera and doorbell they charged my account $403 dollars. I put in a complaint on May 1 and have not heard anything. Trust me run away they are not a loyal company at all and will rip you off without any remorse. I have been paying off equipment for 4 years at 30. a month plus $79 a month for monitoring and at home service repair each month and now they have taken 403 dollars. Rip off of senior citizens at its worst- cant say you werent warned (this is long) all you need is the the last two sentences and the first couple of sentences.Business Response
Date: 05/15/2024
May 15, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21688668
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 19, 2019
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 the amount of $129 for the installation fee charged, to forgive the remaining balance of the original equipment loan with Citizens and change the term of the agreement to month-to-month for the remainder of the agreement.******************** 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: 05/15/2024
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.
Sincerely,
*************************Initial Complaint
Date:05/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted VIVINT in April 2024 about our alarm panel no longer working. I was advised the earliest they could get a tech to service the panel was 5/7. I advised them that almost 2 weeks was to long to have the alarm not working but agreed to the 5/7 service date and received a confirmation of the service appointment on 5/7 between 12-4PM. 5/7 comes and goes, the tech was a no show and I was not contacted by them. After spending hours phone the night of 5/7 & the morning of 5/8 I was advised the earliest the could send a tech was in JUNE. I advised them being without an alarm for six weeks was not acceptable and if they could not service the panel by the end of business on 5/8 I would cancel my service. As they could not service the alarm I advised them verbally and in writing that I wish to cancel my agreement with VIVINT and be refunded the charges posted to my credit card on 5/6 as the alarm system was inoperable and continues to be so. I had ask for written confirmation that that my agreement with VIVINT canceled and they have refused to do so.Business Response
Date: 05/15/2024
May 15, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21688549
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 13, 2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that his panel stopped working in April 2024. **************** states that he contacted Vivint, however, Vivint has no available appointments until June 2024. **************** states that he requested verbally and in writing for his account to be cancelled. **************** desires confirmation in writing that his account has been cancelled and his payment from May 6, 2024, has been refunded.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on July 13, 2018. On May 7, 2024, **************** called Vivint due to a Smart Home Professional not showing up for an appointment. **************** was informed that there were no available appointments till the end of May or the first part of June 2024. On May 8, 2024, **************** called requesting to cancel due to scheduling concerns. Vivint received a written notice of cancellation on May 9, 2024, from ****************. On May 13,2024, Vivint processed the cancellation. **************** has no further obligation to Vivint.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** cancelled the monitoring service and processed a refund in the amount of $56.58 back to the original payment method on file. **************** 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 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:05/08/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 04/26/2024, a Vivint salesman (Austin H********) presented to my fiance and I's rental home in the Oakforge Woods neighborhood of Indianapolis. Austin told us he was choosing random ambassadors in the neighborhood for the Vivint security company. We were told we were chosen and that they could install a security system in our home for $100/month and that we could cancel at any time if we would like without penalty and the company would simply come pick up the equipment. The ambassador responsibilities were to display the Vivint security yard sign and speak positively of the company if neighbors asked. Austin gave us his phone number and told us to call him at any time if we want to cancel. My fiance signed an agreement on Austin's iPad and signed an installment loan with Citizens. We were never told or shown a contact until after the transaction (via email). On 05/04/2024, my fiance informed Austin we were no longer interested and he told us that Vivint would reach out to us. They never did. After 10 days of having the system, I called corporate to cancel in which I was informed by Correen at Vivint that our "3-day trial had ended and we had signed a 5-year contract at $100/month." I was shocked as we had never heard anything about a 3-day trial (even after asking if there was a trial period) and certainly did not know we were signing a 5-year contract or we would have never agreed. We have the option to cancel everything, but we would have to pay off our equipment of about $4,600. We were lied to by the salesman and presented information that did not follow the “contract,” thus making this a fraudulent situation. We have taken action by leaving messages for Austin (no response), calling the Vivint corporate office several times who has transferred us to the "Vivint Code and Ethics Committee" who has not responded to us. We have filed a complaint with the Attorney General's Office. We want this cancelled without penalty as soon as possible.Business Response
Date: 05/15/2024
May 14, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: ********
Date of Agreement: 4/26/24
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 cancel her account and loan once the contract signer, Mr. ***** ****, gives permission to move forward with cancellation. 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:05/08/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 5th,2023 Dallas a vivint representative came to my home to offer the home security service with fraudulent information that he would be the only one benefiting from it. He stated that the only payment I had to make every month would be through vivint and that it’ll cover service and equipment which was a big fat lie, after almost a year I get a call from a collection department stating that I had an amount past due since last year and because of that it was affecting my credit, at the moment Im being requested to pay over 3 thousand dollars in order to solve this issue, money that I don’t have. Collection department did mention that is very common for vivint employees to do this type of negligence which is unfair to the customers.
Im seeking for them to payout my collection amount and for them to clean my credit history.
Also I want to file a complaint toward vivint customer service number which had me transferred over 6 times to the wrong department knowing that there was not going to be a solution for my problem and yet they still kept transferring me for over 2 hours and when I requested a corporates phone number they said they did not have one, how convenient! They made me waste 2 hours of my valuable time and made me go through a severe anxiety attack because clearly they didn’t want to help me. The only way they said i could be able to make this complaint escalate it was through email from an attorney that I have to HIRE! Ridiculous.
I can’t even afford to pay the collection that they put me through, what makes them think that I could afford an attorney.Business Response
Date: 05/15/2024
May 15, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ****
Vivint Account #: ********
Date of Agreement: August 1, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** **** and appreciate the opportunity to respond.
In her complaint, Ms. **** explains that she was told by a Vivint sales representative that she only had to make one payment for equipment and services. A year later, she got a call from collections that she has a past due balance that is now affecting her credit. Ms. **** desires that amount with collection paid out with a clean credit history.
At this time, Vivint agrees to close Ms. ****’s Fortiva line of credit without penalty.
Vivint’s records show that Ms. **** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of thirty-six (36) months. This shows a monthly services fee of $59.46, and total equipment fee of $757.74 that was financed through Fortiva, plus applicable taxes, during that term.
Despite the validity if this Agreement, Vivint agrees to the above resolution. Ms. **** may contact (******************* / ###-###-####) directly if she has any further 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 LegalCustomer Answer
Date: 05/20/2024
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,
******** ****
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