Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,367 total complaints in the last 3 years.
- 2,969 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:05/07/2024
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.
Vivint lures you into a contract with overpriced equipment, then cannot provide services. I financed their equipment got a loan for $4,000 and paid $40 a month for their service, then moved 10 minutes down the road and they have no one to come reinstall my equipment so now I am paying for a service and equipment I cannot use! They have no time frame of when someone can come install the equipment. They claim they service all these areas but have no one to install the equipment and nothing to do about it, leaving me without a security system and useless equipment.
Business Response
Date: 05/13/2024
May 13, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21679892
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: May 24, 2023
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she moved ten minutes down the road and Vivint does not have anyone to reinstall her equipment. ********************* desires to have the equipment installed.
Vivints records indicate that ******************************* signed a Purchase and Services Agreement (Agreement) on May 24, 2023. On March 18, 2024, ****************** (*********) called to schedule moves pull of her equipment as she was moving. There were no appointments for over four weeks as she is in a relocation area where Smart Home Professionals are limited. On April 5, 2024, ****************** (*********)called about her moves installation, again, she was informed there were no appointments available. ****************** (*********) was given a credit $149 the cost of the moves pull so she could hire a contractor to remove the equipment. On April 25, 2024, ****************** (*********) called to check for available appointments. On May 7, 2024, ****************** (*********) called back to check on an appointment. She was informed that the work order has been escalated and Vivint is still working on having a Smart Home Professional available.
A Vivint representative has attempted to reach ****************** (*********)to assist with this matter via email. After reviewing the account, ********************** agrees to provide a recurring credit for two months covering the monthly monitoring service fees. ****************** (*********) is still responsible for making the equipment payments to Citizens during this time. ****************** (*********)does not have a payment due to Vivint until July 24, 2024.
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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/13/2024
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:05/07/2024
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 an indoor camera & door lock for my 88-year old, widowed mother. The purpose of purchasing this system was so that I could monitor her movement in her apartment and control access to her apartment by the various home health aids. When I contacted Vivint Home Security over the phone, I was quoted a price for 2 indoor cameras, a doorbell camera & a door lock. The installers were scheduled for February 12, 2024 (even though I was charged in January). After they finished the installation they revealed that the price for the system was MORE than what was quoted!! I then had to get on the phone with a supervisor and we ultimately settled on an amount (still more than what was quoted).
From the beginning, we began to have problems with the door lock and one indoor camera not recording activity. I have called tech support 5 times. Since installation I have to call due to constant issues with their equipment. The door lock has been changed twice and I am still having problems with it. The door lock is still not working. The lock is not locking automatically and every two weeks I have to change the batteries. One weekend, the door lock did not lock at all and my mom was alone with an unlocked door! I was told that the specific camera in question was a "lower grade" than the other one. If I wanted to fix the problem, I would have to pay to upgrade the camera. The last technician that went advised me that if the problem persisted then we should cancel. But when I tried to cancel, I was told I could not unless I pay the balance owed for the equipment. They expect me to pay for equipment that is defective or horrible quality. I've emailed a Sr. customer relations person (Conner Mc****) several times and he does not acknowledge my email or respond to the email. This company is a sham and I'm totally disgusted with Vivint!!! For any person or business considering Vivint, stay as far away as you can!!!Business Response
Date: 05/13/2024
May 13, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: ********
Date of Agreement: February 12, 2024
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 schedule a Smart Home Professional to remove the equipment. Once
removed, Vivint will complete a full cancellation of the monitoring service
agreement, a full refund of the equipment line of credit with Citizens, and
refund all payments made directly to Vivint. 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:05/07/2024
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 November of 2023, upon purchasing my home in *************, **, I made the decision to engage Vivint for my home security needs, availing of what was presented to me as a promotional offer. To finance the requisite equipment and facilitate monthly service payments, I elected to utilize a Fortiva loan as a final recourse to ensure the security of my residence.Initially, the installed security system functioned adequately for a brief period. However, it soon exhibited recurring issues, notably including sporadic activation of the panel alarm triggering of the carbon monoxide monitor during routine activities such as cooking and showering, despite prior assurance of its functionality during installation. Furthermore, the doorbell camera failed to record as expected.Subsequent to contacting Vivint for technical assistance, I was informed of a service fee associated with dispatching a technician to address the equipment malfunctions. Dissatisfied with both the performance of the system and the level of customer support received, I opted to terminate my association with Vivint and transitioned to CPI, motivated in part by recent legal actions against the former. Additionally, upon discovering that Vivint operates solely as a third-party security provider, my discontent with Vivint's installation and subsequent support was compounded.Efforts to return the faulty equipment have proven futile, as Vivint does not accept returns despite acknowledging the equipment's defects. Resolving to rectify the situation, I diligently followed their troubleshooting instructions during multiple support calls, yet the issues persisted.My primary objective now is to have any pending charges levied against me by Vivint expunged. Furthermore, I seek guidance on the resolution of the Fortiva loan utilized for the procurement of the faulty equipment. While I understand that rectifying these matters may present challenges, I am hopeful for a mutually satisfactory resolution.Business Response
Date: 05/13/2024
May 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21678023
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: November 12, 2022
To Whom It May ***************** have reviewed the information provided by Ms. *********************** and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel ****************** Agreement and remove her account from collections. It's important to note that she remains accountable for the equipment loan with Fortiva.
Vivints records show that **************** signed a Purchase and Services Agreement upon installation of her Vivint system with an initial term of sixty (60) months. This shows a monthly services fee of $29.99, and total equipment fee of $2,401.87 that was financed through Fortiva, plus applicable taxes.
Vivints records show that **************** first notified Vivint of her equipment concerns on July 16, 2023, and over the phone technical support was offered to resolve her concerns. **************** further contacted Vivint and over the phone support was offered to assist her. Vivint was not notified of any further equipment issues until recently.
Vivints records further show that **************** stopped making her monthly payments after October 12, 2022. As such, the account was cancelled for non-payment on March 27, 2024, and was transferred to an outside collection agency.
Despite the validity of this debt, Vivint agrees to the above resolution. **************** has no further obligation to Vivint however, she is still responsible for the cost of her equipment.
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:05/07/2024
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 had problems with my security cameras and door sensors for my security system. They are not working. The have not been working since the beginning of December. Vivint has not repaired or sent a technician to repair the problems. I have paid for a service that I have not been able to have repaired for over 6 months but yet i am being charged me the same price. I will not recommend this service to anybody. I have contacted Vivint on several occasions and have not had my problems corrected. I have been placed on hold several times and been left on hold for extended periods of time. very very poor service.Business Response
Date: 05/13/2024
May 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21677751
Complainant: ************************;
Vivint Account #: ********
Date of Agreement: July 19, 2023
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ******************** explains that they have been having ongoing issues with their camera and sensors for over 6 months. ******************** desires a repair.
A legal representative from Vivint has attempted to contact ******************** through both email and phone in an effort to address and resolve the current issue. At this time, Vivint agrees to send a technician to Mr. ********* home at no cost to resolve any ongoing issues.
For any additional questions or concerns regarding this matter, ******************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/07/2024
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 started a monitoring for my elderly mother in September 2023 so that she could be continuously monitored. She was advised that they would keep monitoring better that her current ADT service. The representative stated she could not start the service (guardianship)in her name. After about 2 months we noticed that we were being alerted that there were persons detected in her family room ( there was no one in the home at those times) i contacted the company a number of times from november to march 2024 to get no resolve. i was told there was nothing wrong it must be my internet service. after requesting to speak with a supervisor i was told by a number of reps that they were the supervisor. The representatives are very rude and condescending. Even after being treated and insulted i asked how we can get this taken care of. still no resolve. i asked to have a manager, director or anyone in a higher position of authority and still denied access. It wasn't until there was an issue with my new credit that the company wanted to talk, then it was only about the new card. after all the problems with the company i advised that i wanted to cancel the service as it did not do what i advised it would. At that point i started to receive text messages stating they would give me a friend referral credit. Once i i was then advised to contact citizen and citizen advised needed to contact vivint. it has been a vicious circle. the only call i would receive was about the most recent missed payment and not about the horrible monitoring service. i would not refer this company or service to anyone. i did a search to find out that this maybe a normal practice for this company, my mother is **************************************************** touch. this company should not be allowed to misinform customers and not provide service. the fact that my mon was told it was better than ADT is completely false. i would like this cancelled and we sever ties moving forward and affect to my creditBusiness Response
Date: 05/13/2024
May 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21677560
Complainant: ************************;
Vivint Account #: ********
Date of Agreement: September 9, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she started monitoring services for her elderly mother. She states after about 2 months she was getting alerts that someone was detected in the home when no one was home. ******************** states she contacted Vivint several times without resolution. ******************** desires a refund, correction to a credit report, and correction to her billing.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on September 9, 2023. On September 25, 2023, ******************** reported that someone was detected on her family room camera, a representative walked her through adjusting the camera sensitivity. On December 8, 2023, ******************** noticed that there was false motion detected with the motion detector. Vivints notes show that ******************** was unable to locate the motion detector in the home. February 6, 2024, ******************** requested the cancellation of her account due to camera issues, ******************** was informed that in order to cancel she must pay off her equipment line of credit.
A Vivint representative has attempted to contact ******************** via email and phone in efforts to resolve this matter. Vivint has offered a technician free of charge in an attempt to resolve any system issues that are occurring as well as to clear the balance due of $304.42. Vivint has also offered cancellation of the remaining Vivint Agreement without further penalty to ******************** and to clear the balance due of $304.42. However, ******************** will remain responsible for the remaining equipment line of credit. ******************** explained that she will contact Vivints representative when she decides how she would like to proceed. ******************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/29/2024
Complaint: 21677560
I am rejecting this response because: based on the inadequate or non-service provided from this provider. After several attempts to try to come to some resolution with the company with no results I contacted the BBB. Shortly thereafter I received a call from the company regarding the complaint. We had a brief conversation ( recorded I'm sure). Where I outline all that had transpired over the months while having the service. I advised her that I had offered previously with reps that stated they were supervisors or managers (m fully capable of making decisions) that at we could just part ways and end the service and I would be willing to even pay for the equipment, I was told advised that was not possible and was often sent messages to refer a friend to get a ****** credit. The person stated maybe we can do that now; she offered no other option. I said at this point I no longer want anything to do with company. I said I will have to think about. She said I will give you time to think about it and give you a call back. in typical Vivant fashion she never called back but contacted your company stating the opposite. I spoke with Citizens who advised me of the process which clearly different from what ****** had advised and escalated my concerns and advised that ****** had given me incorrect information. Citizens can cancel contract, but ****** would need to advise then to do so by forgiveness and cancellation. Citizens have helped thru this process. I then received another call from Vivint last week regarding the situation as though she had no idea and said I need to research this. she then calls back this week to advise that the previous person left a note stating she offered to cancel. the statement is untrue. In the interim I received phone calls from an agency stating that got my information from VIVINT regarding my account. I received a paper letter dated 5/24 from the same. can some please help me with this situation. I'm looking for an amicable resolution
I'm looking for an amicable resolution, billing adjustments, ( no refunds on what I've already paid) which I feel is fair. and correction to my credit report ( there is a blemish on my report now). thank you in advance
Sincerely,
***************************Business Response
Date: 07/03/2024
July 3, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21677560
Complainant: ***** Lawerence
Vivint Account #: ********
Date of Agreement: September 9, 2023
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 remove the account of ********************** from collections and to waive the associated fees. The account will remain closed. ********************** is responsible to work with Citizens to resolve the balance with them. ********************** 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
Complaint: 21677560
I am rejecting this response because: I have agreed to have account closed however, I have contacted Citizens and have been advised that VIVANT has to advise them that the account is closed. They will close and cancel account once vivant contacts them. An escalation representative did a conference call with me and VIVANT and could not get anyone to help. This is what I have been dealing with. VIVANT says call citizens for resolution and citizens states they need directive from VIVANT. Please help once again Im in the middle
Sincerely,
***************************Business Response
Date: 07/15/2024
July 15, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21677560
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: September 9, 2023
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she agreed to have her account closed, yet she states she has been advised by Citizens that Vivint needs to advise them that the account is closed. ********************** states they will close her account if ********************** contacts them.
Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on September 9, 2023. On September 25, 2023, ********************** reported that someone was detected in her family room, Vivints records show that the sensitivity was adjusted on the camera. On December 8, 2023, ********************** notified Vivint that false motion was detected in the home. Vivint records show ********************** was unaware of where the motion detector was located in her home. Vivints records show ********************** requested the cancellation of her account due to equipment issues. Vivints records show ********************** was informed she must pay off her equipment to cancel the Agreement.
A Vivint representative has attempted to work with ********************** via email in efforts to resolve this matter. Vivint has removed the account from collections as previously agreed upon on July 3, 2024. Vivint waived the amount of $1,709.06 relating to the Agreement. However, ********************** was informed that she would remain responsible for the remaining equipment fees with Citizens and that she would need to work with them to resolve the matter of the fees relating to the equipment. ********************** 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:05/07/2024
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.
Company has been auto drafting more than one month worth of charges on auto pay. When speaking to agents they say its due to a glitch and auto pay was off the previous month yet they use the same card information to auto draft multiple months worth of charges without authorization. When they call to claim balances and you refuse the amounts they still collect charges due to auto pay being on. If that was the case there would be no balances. When trying to resolve the issues the associates just put you on hold for several minutes and just transfer to several departments with no help from any department. I have been dealing with this for more than 6 months.Business Response
Date: 05/13/2024
May 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21676997
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 3, 2022
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 clear the balance due of $170.26. **************** 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: 05/13/2024
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:05/06/2024
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 a Vivint Security in 2019 for my business. In February of 2020, my business went virtual due to COVID and I transferred the Vivint system to my home. After the system was installed in my home, we had multiple issues with system not working and cameras going offline which required a technician to come out several times. Each time a technician came out, there was a time window which would require me to take off from work. After a few of these issues we stopped contacting customer support and decided to stop using the system. We paid off the balance of the equipment and removed it. We were told that we could cancel the monitoring fees once the equipment was paid off and that has not happened. We have been paying monitoring fees for 7 months for a system that has been disconnected and clearly isnt being monitored. We paid off the system this month and now Vivint has told us that there would be an early termination fee of $500. We have had multiple phone calls spending several hours on each call only to be told that they will not reduce the rate or cancel the monitoring fees.My contract under my Vivint account states that my monitoring contract ends in July 2024, but when I called in, Vivint said it doesnt end until 2026. I have had multiple conversations stating that I was told the account ******************** could be terminated once the equipment was paid off and that leaves me paying for monitoring without any monitoring. I am being charged for a service that isnt being rendered.I paid $1269 in equipment and fees and now over $3,000 in monitoring fees.Business Response
Date: 05/09/2024
May 9, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21675818
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: September 15, 2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining Vivint monitoring contract without further fees or penalty to **************. ************** 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:05/06/2024
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.
Trying to cancel service with this company is a nightmare. When we signed up with them we told 5 years and we would own equipment in our eye a lease agreement for equipment not for a 5 year service agreement on top of the equipment as well. We have paid off the equipment already early as well so we own that. And we are here thinking moving into a new home we will just cancel Vivint and use what is already there. Just to find out nope you have ********************************************************************* order to even think of canceling service. Like no cancel the service and we will work out a payment arrangement etc.. Nothing was a option just you need to pay 782 in full for us to cancel your service. Secondly we wanted to deactivate panel to be told nope need to do that 24 hours prior to not needing anymore. They wont even buy back there equipment to offset cost ***** And to add to the issue was told they have a video of us agreeing to all this and when we asked if they can send it they refused to do so. If you have this video that none of remember being told we were being recorded in our home mind you then send it don't tell me a 3rd party has it. All i expect is for service to be canceled period i own the equipment your service does not require a buyout to cancel. You don't even have to do anything but hit a button to do so. Bottom line is you scammed us from the start and knew it. If i would know we would have declined to sign up in the first place we don't do contracts here for services at all. Especially when it comes to something we need to do a monthly budget and if we need to stop it then we do to pay priority bills and your monitoring is not one of those my house note is and food on the table. Just do what is right cancel the service and stop asking for money to do so. To many complaints about this very same issue.Business Response
Date: 05/10/2024
Tell us why here...
5/11/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21675089
Complainant: **************************
Vivint Account #: *******
Date of Agreement: 11/1/2021
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 ****************** account without penalty. *************** has no further obligation to Vivint. Mr. ******************* contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/10/2024
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:05/06/2024
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 signed up for vivint when i sales person came to my door. He told me they were having a promotion and i would only be paying $96 a month which was something i could afford so i said yes. I told him multiple times, i cant have anything on my credit because I'm in the process of building it and that it would be an absolute no if it was on my credit. He reassured me multiple times it had nothing to do with my credit and asked for my social simply because they needed to be sure i qualify. Something wasnt sitting right with me so i recorded our whole conversation. I have on record when he told me multiple times if would not be on my credit and even where he called a supervisor to tell me the same thing. Come to find out i was going over everything on my credit, i have a credit card in my name with a balance of 3500 that i had absolutely no idea about! He opened up a credit card in my name with my social so he could get commission. They have been charging me 165 a month on my personal account to pay for this credit card balance. I called to let them know what happened and they said well to bad you have to pay if theres nothing we can do. I was severely misled and they have fraudulently opened a credit card in my name. I need help to have this handled and know what streps i can take from here please.Business Response
Date: 05/12/2024
May 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21673827
Complainant: ****************;
Vivint Account #: ********
Date of Agreement: August 23, 2023
To Whom It May ***************** have reviewed the information provided by Mr. **************** and appreciate the opportunity to respond.
To assist, Vivint has decided to cancel Mr. ****** Agreement without penalty. It's important to note that he remains accountable for the equipment loan with Fortiva.
Vivints records show that ************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $41.47, and total equipment fee of $3,887.60, that was financed through Fortiva, plus applicable taxes during that term. Vivint relied on Mr. ****** representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 51 months on his contract. ************** has no further obligations to Vivint, however, he is still responsible for the cost of his equipment as it cannot be returned.
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:05/06/2024
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.
Canceled and bought out contract in Sept of 2023. I almost immediately started receiving calls from Vivint stating my contract was past due,. I explained to caller I had bought out contract. Phone calls continued, I blocked number. Recently received an email stating my contract was past due. I checked my checking account linked to my canceled Vivint account and discovered there had been 4 withdrawals made on Feb 1st of 2024 by Vivint for a total of $284.66. I contacted Vivint and after a long period of time on hold was able to speak to a supervisor. Supervisor recognized mistake and told me to expect a refund for the false charges within 15 days. I checked my blocked calls the next day and found I had been called by Vivint that morning, I returned their call. I was again told my account was past due. Once again I waited on hold for at least 15 minutes to be connected to a supervisor. The supervisor was again able to recognize that I had been billed for an account I had closed, was told this time the money would be deposited directly back into my bank account. I was told all information had been corrected and I would not be receiving any more harassing phone calls. That was Saturday the 4th of May 2024. I have received the same harassing calls the past two days. Each time I speak with someone I am told I need to speak with a supervisor and am placed on hold for extremely long periods of time. The withdrawals from my account are theft, the calls harassment,Business Response
Date: 05/08/2024
May 8, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21672912
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: February 20, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account effective September 23, 2023. Vivint will be providing a refund of any payments that have been made from that date forward as well as an additional refund in the amount of $65.75. The refunds will be sent via check and will take approximately fifteen (15) business days to arrive once sent. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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