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
- 8,377 total complaints in the last 3 years.
- 2,980 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:04/30/2024
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 October 16th I formally cancelled my Vivint home security service, this included filling out a form for cancellation which was sent to them. They continued to bill me for November and December at which time I contacted them and requested a refund of for those months since I had cancelled in October. They verified the cancellation in their system and said they would refund my money. They did not refund my money so I contacted them again in late December and once again they said they would take care of it in "48 hours" and again nothing was done no refund was received and to top it off they then billed me again in January at which point I contacted my credit card issuer who then successfully reversed these charges. Unfortunately they continued to bill me every month and I sucessfully with my back reversed the charges each time. In February I again called them and once again they verified my cancellation and said they would cancel and every month including in April they still attempt to bill me for fraudulent charges. To top in off they even call me every day to harass me, and when I answered once the person once again verified that I cancelled in October and said that they would stop the calls....which only lasted for 3 days and then they started the calls again. And as of April they continue you call me every day and they billed my credit card again despite my credit card companies attempts to block them. Please do something to stop this sleaze ball company!
Business Response
Date: 05/06/2024
May 6, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21645630
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 3, 2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he formally cancelled the account October 16, 2023, and sent in a written notice of cancellation. *************** states that Vivint continues to bill him each month. **************** desires no further contact from Vivint.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on August 3, 2020. On October 17, 2023, *************** contacted Vivint to cancel the Agreement; saying he moved and left the security system with the new homeowners. **************** was advised to call in. **************** called and was provided cancellation process information. October 18, 2023, Vivint received a written notice of cancellation from ****************. On December 6, 2023,**************** called to say he cancelled two months ago; however, the account was still active. **************** requested to be refunded the payments for November and December he was charged. Vivints representative submitted the account for cancellation and assured **************** a refund. On December 27, 2023, **************** called regarding his cancellation. He explained that he had moved, and cancellation was requested in October, however, he continues to be billed. **************** called again on February 13, 2024, regarding his cancellation request as he is still being charged. Outbound call attempts were made on April 10, 2024, and May 1,2024, regarding the account status. On both occasions, **************** explained that he requested cancellation in October 2023. On May 2, 2024, Vivint processed the cancellation of the Agreement and along with a refund check in the amount of $254.60 was mailed. **************** has no further obligation to Vivint.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** has cancelled the Agreement and processed a refund check in the amount of $254.60 on May 2,2024. **************** has no further obligation to Vivint.
To resolve this matter, Vivint provided 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 LegalCustomer Answer
Date: 05/06/2024
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:04/30/2024
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 November 3 2023, I asked Vivint to open and activate a Home Security Monitoring account in my name. I had recently moved into a home in which the Vivint equipment had been installed by the previous owner. I called Vivint on or about April 19, 2024 to terminate my monitoring service. After repeatedly being placed on hold over 45 minute period, I was connected with a representative in the ******************* I was told I would need to pay an early termination fee of ****** because I had agreed to a 12 month contract during my initial call on Nov. 3 2023. I disputed this and informed the representative that I was told that my service was on a month to month basis and that I could terminate at any time without penalty.I refused to agree to pay the early termination fee and ended the call.On April 22 and April 29, I called again and asked to speak with a supervisor who could waive the early termination fee. Over the course of several hours I was again repeatedly placed on hold and connected with 3 additional representatives; *****, ****, and ****** all of whom stated that I was now responsible for a contract buyout fee of $239.00. Each individual claimed that I had signed a one year contract with Vivint. I stated that I did not agree to an annual contract and asked that they email me the contract from 11/3/23. In section 4.2 of the System Purchase and Service agreement, it is stated you are not required to pay an early termination fee . If you pay upfront for the system. As stated earlier and as I told each representative, the equipment was installed and paid for by the previous homeowner. I did not buy or install any Vivint security equipment or enter into an annual contract with Vivint. The last representative that I talked to ******, agreed with me when I read section 4.2 and stated that I do not have a 12 month contract and am not obligated to pay an early termination fee of $****** or contract buyout fee of $239.00. I terminated my security monitoring service with Vivint on April 29, 2024. My account is paid in full. I do not owe either an early termination fee or contract buyout fee as claimed by multiple representatives of Vivint.These representatives knowingly misrepresented the information before them and employed extortion tactics in order to prevent me from terminating my account with **********************. I believe that this company should be investigated for fraudulent and illegal business practices. I do not want to have any contact from Vivint.Customer Answer
Date: 05/06/2024
I would like to add a desired resolution to my existing complaint. Since filing my complaint against Vivint on Monday April 29, 2024, I have receive both texts and emails stating the my account is overdue and also that I owe Vivint $119.97.
I have 2 requests:
I would like a signed letter, mailed to me via the ***** from a Vivint Billing/Accounts Manager stating that my account is paid in full and that I do not owe Vivint any additional fees.
Secondly I do not want any further communication from Vivint and do not want the company to contact me by phone, text, or email.Business Response
Date: 05/12/2024
May 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21645431
Complainant: ** ************************;
Vivint Account #: ********
Date of Agreement: November 4, 2023
To Whom It May ***************** have reviewed the information provided by Mr. ** *************************** and appreciate the opportunity to respond.
In his complaint, ******************** explains that he contacted Vivint to cancel his monitoring services, but he was told he needed to pay an early termination fee of $119.97. He further explains that he was told he agreed to a 12-month contract during his initial call on November 3, 2023, but he only agreed to a month-to-month contract. And was told he could cancel at any time without penalty,
At this time, Vivint agrees to cancel Mr. ********* Agreement and has waived his past due balance of $159.96.
Vivints records show that ******************** signed a Purchase and Services Agreement with the initial term of one (12) month. This shows a monthly services fee of $39.99, plus applicable taxes, during that term.
Despite the validity of this agreement, Vivint agrees to the above resolution. ******************** has no further obligation to Vivint. He may contact ********************************** / ************) directly if he 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 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,
W. ***************************Initial Complaint
Date:04/29/2024
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.
In January 2023 I called Vivint to get a quote and find out information about their prices and plans. The Vivint employee said not to worry about pricing because they would stretch out the basic equipment payments over 6 months. Without answering specific pricing questions she made a installation appointment. After the man installed the equipment and added an extra motion detector and sensor I felt pressured to pay for the install at that moment. It was the first I'd been told there would be a 3 year contract. The monitoring price I'd seen on the website was $19.99 a month. It was adjusted to a $67 a month monitoring charge. I was not told of a deadline to cancel the contract, nor was I given a copy of the contract to read or sent it or any prices to my email. After bringing the apartment manager in to witness thieves stashing items to steal in my bathroom, she said show me video. No video was appearing at all on the panel. A Vivint supervisor even said the system wasn't installed right. No video was ever recorded by the camera. Many calls to Vivint techs no one knew why not, but constantly tried to upsell me more expensive equipment. I feel I was coerced and pressured to enter into the contract without full disclosure of the prices. I felt put on the spot to pay for a 3 year contract without having any prior knowledge this was expected. Their promise to stretch out equipment payments for 6 months was a lie. They made me pay $200 a month. I told them it was too big a payment. Instead I was told I had to pay it in 3 months. Since the camera never captured the thief, even though I woke up at 3 in the morning and saw the thief's shadow run by me, I have been asked to move out of the apartment by the manager. I will become homeless and have to live in my car. I don't have even money to buy food right now. I was not dealt with honestly throughout the whole process. I feel it qualifies as extenuating circumstances.Business Response
Date: 05/03/2024
May 3, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21643274
Complainant: *************************
Vivint Account #: ********
Date of Agreement: January 30, 2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel with forgiveness the remainder of the monitoring service agreement effective May 2, 2024. ************** has no further obligation to Vivint.************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/03/2024
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:04/29/2024
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.
Problems with Smart drive. Replaced with new Smart drive and old Smart drive part to be shipped back to company. This company took $453.20 out of my checking account without approval. ***** was for monthly fee. Shipped part back 4/8/24, delivered 4/12, signed by B ****** Package Returns Program (per tracking information from ******* I have called twice to get my refund of $371.79. Last week 4/26 told by **************** I should have it in my account that Friday but if not would be Monday 4/29. This company has had 17 days to process and return my money. They are telling me today, 4/29, it is being processed and could be up to 10 days. This is not acceptable, I feel I have waited long enough. Very poor business service, poor customer service. This is for ********************** camera system.Business Response
Date: 05/04/2024
May 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21643228
Complainant: Alie Vanhuss
Vivint Account #: *******
Date of Agreement: 6/19/21
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ****************** states that she had a problem with her smart drive. It was replaced with a new one and the old one was to be shipped back. She was charged $453.20. She shipped the drive back on 4/8/24. She is still waiting for a refund for the smart drive.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 6/19/21 with an initial term of sixty (60) months. Vivints records indicate that ****************** called on 1/29/24 regarding their smart drive missing clips. He was given a credit of $82.21, sent a replacement smart drive and educated on the preaddressed and prepaid return label he would receive to mail back the old device. He was instructed that it needed to be mailed back within 30 days or he would be charged for it. Vivints records indicate that Mr. and ****************** did not return the smart drive and were charged for it on 3/8/24. Vivints records indicate that ****************** chatted with a representative on 4/3/24 and requested another preaddressed and prepaid return label to be emailed to him so the device could be returned, and his payment refunded. Vivints records indicate that once Vivint verified the device had been returned, a refund of $370.99 was sent to the card on file on 4/29/24.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint has processed the refund as promised. ****************** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/29/2024
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 writing to file a formal complaint against Vivint Home Security Alarms due to repeated unsolicited sales visits to my home despite my multiple requests for them to cease. This ongoing issue has caused me significant inconvenience and distress.Here is a brief summary of my experience: Initial Contact: I first reached out to Vivint via ******* on June 3, 2022, to inform them that their salespeople had visited my home four times and to request that they stop coming. Further Communication: After another visit on July 19, 2022, I contacted Vivint again. Headquarters confirmed my address and assured me that I would be added to their "no knock" list. Continuing Problem: Despite Vivint's assurances, I wrote to them again via ******* on August 8, 2022, after yet another visit. Most recently, on April 29, 2024, a sales representative named ******* (with badge number ******, phone number ************) visited my residence, indicating that Vivint has not resolved the issue.Despite these communications, the problem has persisted. I am seeking your assistance in addressing this matter and ensuring that Vivint ceases all further unsolicited sales visits to my home. I would appreciate your help in reaching a resolution and holding Vivint accountable for their failure to honor their commitments.Thank you for your attention to this complaint, and I look forward to hearing from you soon.Business Response
Date: 05/03/2024
May 3, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21642094
Complainant: *******************************
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, ******************** explains that Vivint has repeatedly approached her with unsolicited sales despite multiple requests to cease. ******************** desires no further contact by the business.
The kind of behavior ******************** has reported is not consistent with Vivints policies and will be reported this complaint to the sales management in Ms. ********* area. Vivint apologizes for any inconvenience and appreciates ******************** s feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
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:04/29/2024
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 currently having a few issues with my security system. The door does not show as locked on the app or the security panel.The alarm goes off in the middle of the night.The chime goes off when I use two light switches in my home. I tried to get some resolution today with no luck. I was told I would have to pay for a technician to come out unless I perform some troubleshooting steps. This part I dont understand since I pay the protection fee for when such issues arise. Nevertheless I performed those steps. I did this just to be told I would still need to pay the fee. Also, all THREE representatives that I spoke to were solely focused on the door lock. That is not my only problem. Someone should be sent out to my home to investigate why the alarm is being triggered and the chime is going off. At this point I would like for someone to either come out and fix my THREE issues or be released from my contract due to lack of service.Business Response
Date: 05/07/2024
May 6, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: Johnson
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: 6/28/23
To Whom It May *********************** have reviewed the information provided by Ms. ******************************* 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 send a free technician to resolve all issues. ****************** 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:04/29/2024
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 ring camera and an outdoor camera that goes on the outside of the garage. After about a year the garage camera stopped working. When i went to customer service they told me they could not help me. The Install technician from Vivint installed the wifi bridge in the attic and i have no safe way to get into the attic to check on it. Customer service representatives told me they could only send a technician for a $99 fee. I complained as i had nothing to do where the wifi bridge was placed so charging me a fee to fix the issue is unfair. I was told the best they could do at that point was to offer me a $15 credit. After again asking for a tech i was told unless they get a picture of the wifi bridge they cant send out a technician. Th//After further discussions Vivint agreed to a $50 credit and send a technician for the $99 fee to fix the issue and move the wifi bridge so i can get to it if need be again. As we were scheduling the appointment, Vivint's website logged me out and lost all of the information. I called customer service, however they were no help.All i want is to have a tech fix the wifi bridge so i can access it for future issues which seems very likely and not have to pay a fee for something i couldn't do myself.Business Response
Date: 05/08/2024
May 8, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21641260
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: January 27, 2023
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ********************** via email and phone to resolve his concerns. At this time, Vivint agrees to send a technician to Mr. ********** home at no cost to resolve any equipment concerns.
********************** may contact ********************************** / ************) directly with 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 LegalCustomer Answer
Date: 05/16/2024
I filed a complaint recently for VIvint's failure to provide customer service and make their equipment work. After hearing my complaint Vivint set up a tech to come out to my house on May 16th, 2024 between 12-4pm. As this was an agreed resolution the prior bbb complaint was closed. However at 12pm on May 16th, 2024. Vivint canceled my appointmennt claiming i wasn't available. This is complete fabrication as I took the day off of work and was at my house. Additionally, no phone calls were made at that time so it would be impossible for me to cancel my appointment. Furthermore, as the paralegal who set up the appointment, clearly did so in bad faith the company is now conducting itself in bad faith. I will only accept a full cancellation of the remaining balance of my contract for the services and equipmennt. They can come collect their useless equipment as their sole purpose in being a business is fraud and deceit.Business Response
Date: 05/21/2024
May 21, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21641260
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: January 27, 2023
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
Vivints record shows that a technician was sent to Mr. ********** home as agreed on May 16, 2024. ********************** may contact ********************************** / ************) directly with 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:04/29/2024
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 April 25th, 2024 Vivint charged my card that I used for a one time transaction without my consent or knowledge. I have not signed up for auto pay or agreed to these charges. I made my payment for March 2024 invoice on 3/5/2024 and they charged me for this again on 4/25/24 along with my April payment that was only due a few days prior. I have tried to contact them to work this out and I have spent hours on the phone, I have been hung up on multiple times, transferred without my knowledge trying to resolve this issue with them. I have contacted my credit card company to dispute the charge and am trying to resolve it with them however it has not yet been resolved and I am wanting Vivint to refund me for these unauthorized charges. I am also wanting to make sure people know that this is a company that fraudulent charges your card because this is not the first time this has happened to me.Business Response
Date: 05/06/2024
5/6/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 20391204
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 8/6/2018
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** explains Vivint withdrew payments from a card she used for a one time transaction. ******************* is requesting a refund.
Vivints records show this card has been used many times for transactions since July of 2021. As such, Vivint will not be refunding the payments.
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:04/29/2024
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.
My complaint is that I closed my account based on my ********************** account being included in my chapter 7 bankruptcy. After several confirmation emails and calls it was confirmed that my account is officially closed. The problem is that I keep getting emails from their collections department stating that I have a balance past due and to get it out of collections I need to pay a balance. I've called 4 times to pay my "balance" but every agent that I've spoken to has confirmed that my account has a $0.00 balance and has been closed out in good terms. I keep getting harassed about something that isn't even in the system, so I want clarification so that this company doesn't ruin my credit with information that isn't accurate.Business Response
Date: 05/02/2024
May 2, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21638477
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: December 3, 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 cancelled the monitoring service account effective April 2, 2024, and provided forgiveness in the amount of $408.47 for the equipment loan. ************** has no further obligation to Vivint. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/28/2024
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.
Had Vivint for almost 2 years now and called last Monday to add another doorbell and indoor camera and get scheduled for install for Wednesday 24th from 1-5 pm. Well Wednesday comes and I get a notification at 11:27 am that someone is there. Its the installer. No phone call before, no text before, nothing. We work and arent just home all day. We had made special accommodations to be home between the 1-5 pm time slot. Every time you call it says that a tech will call or text when on the way, this is also what the Vivint rep said on the phone however that is not what happened. He never called or text before, never called or text while he was there nothing. I get a notification that the appointment was cancelled? It wasnt even my appointment time as it was 11:27 am not 1 pm and he was there for a minute and left. I spent over 2 hours on the phone that day, and we missed the whole afternoon work due to this. I asked if they can still send someone out and they said no they were all on calls. How could you be on calls when I was scheduled from 1-5 and they did not come during that time slot? Never gave me a heads up or anything. Only offered 20% off each camera. We rescheduled for Saturday from 4-8 pm. Well the guy comes and within 5 minutes says we cant get the doorbell camera installed because it doesnt have its own transformer. Im assuming because it was Saturday he didnt want to work. I told him to leave the indoor camera and that we would just put it up and I went out front and he proceeds to install it. I got charged $100 for the install of something that sits on a counter. As soon as he left I looked and saw that the doorbell that was supposed to get installed actually has its own transformer. I then went to ***** and purchased a multi meter since he said there was no power. That is also incorrect, I spent $60 just to do their job for them. It has power running to it. I called back and now have another appointment on Monday and have to miss more work.Business Response
Date: 05/02/2024
May 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21637900
Complainant: *******************
Vivint Account #: *******
Date of Agreement: September 30, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he requested additional equipment and the technician did not call or text before arrival which caused them to miss their appointment. He states a second technician came to install the equipment and told him that the doorbell camera could not be installed due to lack of a transformer. ************** states he was charged $100 for the installation of an indoor camera. ************** desires a billing adjustment.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) September 30, 2022. On April 22, 2024, ************** requested additional cameras be added to his account. On April 26, 2024, ************** notified Vivint that the technician arrived before the arrival window which caused him to miss the appointment. Vivints records show on April 27, 2024, the technician sent to the home of ************** was unable to install the doorbell camera. On April 29, 2024, a Vivint technician installed the requested doorbell camera for **************.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has offered a $100.00 credit toward the balance on the account of **************. ************** may contact Vivints representative **************************************** with 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 Legal
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