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.
- 2,977 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:04/27/2024
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 cancelled my account with Vivint in August of 2023, but in December 2023 they charged the credit card used to pay off the account $5 and in January 2024 restarted billing a monthly charge of $52.14. I contacted them again in February and was told the cancellation didn't go through but it was taken care of and a refund would be issued to the card within 7-10 business days. They put a credit on the account just in case things didn't go through in time for the next billing cycle so I was not charged in March, but 4/18/24 another charge for $52.14 was taken off the card. I continue to contact them and they keep saying this is how they process cancellations (they don't apparently and count on people not looking at their statements) and there is nothing else that can be done. I want my account cancelled and I want the funds returned that were taken after the cancellation.
Business Response
Date: 05/02/2024
May 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21634087
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 1, 2019
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she cancelled her account with Vivint in August of 2023 but was charged $5 in December 2023 to pay off the account. She further explains that her billing restarted again in January 2024. ****************** desires a refund.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve her concerns. At this time, Vivint agrees to cancel Ms. ******** account and issue a refund of all payment taken after July 31, 2023, to her **** card ending in 0149. ****************** may 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:04/27/2024
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.
Account: ********** ***************** twice for someone to come remove equipment for a move.Keep getting run around on the phone with no available appointments or no one shows up. This has happened twice and maybe three times; I am running out of time before moving. Might need new equipment or replacement at the new house if no one shows up by the move date without a charge.Business Response
Date: 05/03/2024
May 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21633745
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 9/13/23
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 scheduled a technician to install her equipment and waived the $300 move fee. ****************** 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.They gave me credit for taking the equipment down and free installation for my pain.
Sincerely,
*****************************Initial Complaint
Date:04/27/2024
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.
A sales person came to my home a sold me Vivint. I was told I would be under contract for the equipment until it's paid off. I paid off the equipment over two years ago. I called to cancel the service because it's no longer needed and was told I'm still under contract. Asking why they told me the contract was set for the service and the equipment. I'm told I'll need to pay over $800 in cancellation fees. I was told I can transfer service but will need to buy all new equipment. This is unacceptable. I'm being penalize for something that was never made clear to me. Had I know the contract was for the service and not the equipment I would've committed to that take of contractBusiness Response
Date: 05/01/2024
May 1, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21633723
Complainant: ******************
Vivint Account #: *******
Date of Agreement: June 15, 2021
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 $62.22 and to cancel the remaining Vivint monitoring contract without further penalty. **************** 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:04/26/2024
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 company has had two different instances occur on the property.1. A car drove through the property and our dog was killed.2. On 4-17-24 the building was broken into. One camera was ripped of the exterior wall, and others moved.Neither time did the system record anything! I called customer service after each incident expressing, I wanted to have system removed! I was told they would have a supervisor contact me within 24 hours, but neither time did they! This system is subpar. I want it removed and released from any dealings with ******Business Response
Date: 05/02/2024
5/2/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21629900
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 1/11/2022
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 Mr. ********* account and forgive his line of credit. ******************** 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:04/25/2024
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 just signed up with vivent security bc the home I bought had previously had the service and the equipment was still there. The sales person told me I did not have to sign a monitoring agreement and that I could cancel anytime. That was a lie. The tech who walked me through the setup was quick to get off the phone and passed me on to technical department who told me I'd have to pay for a technician. The sales person also told me I didn't have to pay for a technician. I've had nothing but lie after lie after lie from vivent and I've only been a customer for 1 DAY!!!! I WOULD LIKE A PHONE CALL FROM CORPORATEBusiness Response
Date: 04/29/2024
April 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21622760
Complainant: *********************;
Vivint Account #: ********
Date of Agreement: April 24, 2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he was told that he did not have to sign a monitoring agreement. He states he was also told he did not have to pay for a technician. ************** states he called and requested a technician and was told he would need to pay for one to come out. ************** desires to be contacted by Vivint.
Vivints records indicate that ************** signed a Purchase and Service Agreement on April 24, 2024. On April 24, 2024, ************** notified Vivint of several system alerts. Vivints records show that some troubleshooting was done, however, ************** was unable to complete all troubleshooting and requested a technician. On April 25, 2024, Vivints records show that a technician went to the home of ************** and resolved the reported system issues.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has requested that ************** confirm that his issues were resolved by the technician who went to his home on April 25, 2024.
************** may contact Vivints representative 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: 04/30/2024
Complaint: 21622760
I am rejecting this response because:I was called while I was at work and I couldn't respond. This issue is NOT resolved. I am still having technical issues and vivents attempt to call once and have me respond via email is just another example of the terrible customer service they provide.
Sincerely,
*********************Business Response
Date: 05/06/2024
May 6, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21622760
Complainant: *********************;
Vivint Account #: ********
Date of Agreement: April 24, 2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his rebuttal, ************** states that Vivint called while he was at work. He states his issue is not resolved. ************** desires to be contacted by Vivint.
Vivints records indicate that ************** signed a Purchase and Service Agreement on April 24, 2024. On April 24, 2024, ************** notified Vivint of several system alerts. Vivints records show that some troubleshooting was done, however, ************** was unable to complete all troubleshooting and requested a technician. On April 25, 2024, Vivints records show that a technician went to the home of ************** and resolved the reported system issues.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has provided ************** with a copy of his contract as requested. Vivint is awaiting a response from ************** to confirm if his technical issue have been resolved.
************** may contact Vivints representative 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:04/25/2024
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 Security Systems regarding a significant issue I have encountered with their services.In 2017, I requested Vivint Security Systems to disconnect my security system due to my military move. Despite my request, Vivint failed to disconnect the service, resulting in continued billing to my account for several months without providing any service. As a result, I have incurred charges totaling $938.00 for a service that I was not using. The situation escalated when I discovered these unauthorized charges on my credit report as a collection account. I have been diligently filing disputes for almost six years and attempting to resolve this issue with Vivint, but to no avail. Despite my efforts, the associates at Vivint have informed me that they have no record of my account anymore, making it impossible to resolve the matter directly with them. Furthermore, after conducting research, I have found that several consumers have had identical situations with Brink and Vivint, with both companies failing to disconnect service at the request of the consumer, resulting in unauthorized charges and turning over to collection agencies. This appears to be a recurring issue, and I am deeply concerned by the lack of accountability and assistance from Vivint Security Systems and the associated debt collection agency.This situation has caused significant frustration and financial strain for me over the years, and I am deeply disappointed by the lack of accountability and assistance from Vivint Security Systems and the associated debt collection agency. I am reaching out to the Better Business Bureau in the hopes of receiving assistance in resolving this matter and obtaining a fair resolution to the unauthorized charges and collection account that have negatively impacted my credit history.I would appreciate any assistance or guidance you can provide in addressing this issue and ensuring a fair resolution.Thank you in advance!Business Response
Date: 04/30/2024
April 30, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21620506
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 6, 2015
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 from collections, leaving the account closed. ************ has no further obligation to Vivint. ************ may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/25/2024
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 2014, I purchased a Vivint Smart Home security system. Within days, smoke and carbon detectors stopped communicating with the control panel. Not enough characters allowed to detail them all but ************** break sensors, interior cameras, and doorbell and doorbell camera ALL failed. Multiple calls to vivint to troubleshoot gave no solution. Had a tech out. No solution. Near the end of the 5 year contract, a sales woman showed up and physically forced her way into my home, while I was using crutches and couldnt stop her. I should have addressed it with her and vivint at the time but I was dumbfounded to inaction. She convinced me to let them give me their newest model of control panel. I thought it might resolve the issues we had been having all along. She never once mentioned it would start a new 5 year contract I wanted out as soon as the original was over and would never have agreed to start a new one and I got the same old model that I had from the beginning. And Im being charged for the panel the same price I had to pay for the entire system and they wont let me cancel service even though their sales person failed to disclose that a new contract would be starting. Zero help from customer service or loyalty department and Ive been a faithful customer for over nine years. Do not ever waste your time or money with Vivint. Shoddy equipment that they wont fix or back up and dishonest business and sales tactics! Awful company.Business Response
Date: 05/01/2024
May 1, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21624595
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: 9/28/19
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she has tried to cancel her service without success. She was told she is in a contract but does not have a copy of the contract.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on 9/28/19 with an initial term of sixty (60) months which states The initial term starts on the day the Agreement is signed. After the initial term, the Agreement will automatically continue month-to-month and may be terminated at any time after the initial term upon at least thirty (30) days prior written notice to the other party. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivints records indicate that ********************** Agreement would end on 9/28/24. Vivints records indicate that ******************** was still under the terms of her agreement when she submitted her written notice of cancellation on 4/25/24. Vivints records indicate that ******************** spoke with a representative on 4/26/24 who agreed to cance her account a provide a 1 month refund.
A representative from Vivint has reached out to ******************** in an effort to resolve this matter. Vivint has cancelled ********************** Agreement and processed a refund to her account on file. ******************** has no further obligation to Vivint and 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:04/24/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a home with vivint security system already in place in the Summer of 2021. A vivint door to door sales man stopped by and sold the $35 dollar a month service for the system left by the previous owners. He informed us that we could cancel at anytime without any cancelation fees. Now in today 4/24/24 we called to cancel our service and they are claiming we owe $900.00 as there was a contract signed through 2026. This is clearly a fraudulent practice as there is absolutely no way we would have agreed to this esp. when the service we are paying for is a glorified alert on our own phones. Vivant has clearly done this same predatory practices in the past as seen in previous complaints on the BBB. Viva t needs to cancel our service as of 4/24/2024 and we will NOT pay a single cent for the cancellation fee. Please stop this fraudulent predatory practice for all your current and future clients.Business Response
Date: 04/29/2024
April 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21620930
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 17, 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 cancel the remaining Vivint monitoring contract without further penalty to ************. ************ 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 LegalCustomer Answer
Date: 04/30/2024
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:04/23/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is my "Official Complaint" on "Vivint Home Svcs., because I'm "FED UP WITH THE GAMES & MERRY-GO-ROUND" DRAMA; and YES as of March 23rd 2024, get this I'm a NEW Customer!!! SAD Huh?!?
I've been "Around the Globe" since my Install day (March 23, 2024)!!!
Upon signing with Vivint Home Svcs; the Sales Rep told me that I may be able to keep my current Key Fobs which belonged to another Security Co. I found this odd & said so. The Sales Rep. assured me that if the Install Tech couldn't use my prior Key Fobs; then he'd add two New Key Fobs to my Plan for a $5.00 charge on top of my Plan Grand Total.
When the Tech arrived; after the Install I asked the Tech about programming my Key Fobs. The Tech said, "You have to get New Key Fobs; not sure why Sales Rep. told you that." I was FURIOUS!!
The next Day I called Vivint & was transferred to the "Sales Dept." Updated them of the "False Key Fob" Statement & requested what was promised: 2 Key Fobs for $5.00. Key Fobs mailed/Received. In a few Days I received an Email; extending their apologies for the error. Email stated that as a result of the error my "April 23 Bill' would now be due on May 23rd. I contacted the Vivint Sales Dept. & informed that the email was "Legit." However I keep getting "FREQUENT HARRASING" Collection phone calls. I've contact Vivint Home Svs over 30 times & 45 minutes or longer on the phone with CS Reps from ALL OVER THE FREAKING UNIVERSE. . .in NUMEROUS FAILED EFFORTS to attempt to RESOLVE this Billing issue & NOT be INCORRECTLY sent to "Credit Bureau" for an Account/Payments that's NOT PAST DUE!!!!!!
Whe I arrived Home today there was an "URGENT Notice" on my Alarm Panel call Vivint ref. PAST DUE Balance!!!! FED UP with the GAMES/RUN AROUND!! Vivint needs to ADJUST my Due Date to MAY 23 ,post all of my said Credits: $56..00/$15.00 & $70.00 or this Company will FOREVER Be "SCAMMERS/LIARS!!" In my Book!!!
PS: If Fotiva is charging me intetest due to Vivints MESS UP; FIX IT!!Business Response
Date: 04/29/2024
April 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ******
Vivint Account #: ********
Date of Agreement: March 23, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she has been dissatisfied
with the customer service provided by Vivint since her service started. Ms.
****** desires her due date to be adjusted, and to receive the promised credits.
Vivint’s records indicate that Ms. ****** signed a Purchase and
Services Agreement (“Agreement”) on March 23, 2024. On March 25, 2024, Ms.
****** called requesting a new key fob. Ms. ****** was provided two key fobs with
$100 off. On April 4, 2024, Ms. ****** called to check on a credit. It was
explained that a credit was applied to her April bill in the amount of $56.47. On
April 8, 2024, Ms. ****** called regarding a power loss to her panel.
Troubleshooting was completed and a Smart Home Professional was scheduled. On April
9, 2024, Ms. ****** called regarding the past due balance on her account,
requesting credit due to her system not working. Ms. ****** already had a payment
arrangement for May 23, 2024, and asked for an additional seven days due to not
having service. Ms. ****** was transferred to the billing department to make
the arrangement. On April 11, 2024, Ms. ****** called disputing the balance and
to verify a scheduled appointment for a Smart Home Professional. On April 13,
2024, Ms. ****** called to confirm the arrival, however, was informed the
appointment needed to be rescheduled for April 18, 2024. On April 16, 2024, Ms.
****** called requesting an additional 14-day extension on her promise to pay
and to confirm her appointment. On April 17, 2024, Vivint attempted to call Ms.
****** regarding the account status. On April 20, 2024, Ms. ****** called
disputing the charges on her account. She ended the call saying she would call
back.
A Vivint representative has attempted to reach Ms. ****** to assist
with this matter via email. After reviewing the account, Vivint agrees to apply
a credit in the amount of $154.12 covering the outstanding balance and providing
a fresh start.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. ****** may contact Vivint’s representative with any questions or
concerns she may have.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/23/2024
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 17, 2024, Eric H****, manager for vivint walked in my garage at or around 7 pm offering me to purchase his home security system from Vivint. I told him no. He insisted and offered me a deal. According to Eric, he was running a special for the month and the price will be 73.99 per month with 3 months free and no installation fees. He asked me for my ss# for identification for the security system only. Unfortunately, this is all fraud. Next day, my credit report showed a hard inquiry from citizen bank for a line of credit and points deducted from my credits score. This was done without my knowledge and I have no need for a line of credit.Business Response
Date: 04/29/2024
April 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ********
Vivint Account #: ********
Date of Agreement: Never installed
To Whom It May Concern:
I have reviewed the information provided
by Mr. ******** and
appreciate the opportunity to respond.
In his complaint, Mr. ******** states that on April 17, 2024, a
Vivint representative offered him a deal for a home security system. Mr.
******** states that he was told that there was a special running for the
month. Mr. ******** states that he was asked for his social security number for
identification for the security system only. Mr. ******** states that the next
day his credit report showed a hard credit inquiry from Citizens Bank for a
line of credit. Mr. ******** desires a correction to his credit report and
store credit.
Vivint’s records indicate that Mr. ******** never signed a Purchase
and Services Agreement (“Agreement”) or that service was never installed.
A Vivint representative has attempted to reach Mr. ******** to assist
with this matter via email. After reviewing the account, Vivint records indicate
that no equipment was ever installed, or service started. Vivint is unable to
remove any report made by another company. Mr. ******** will need to contact and
work with Citizens Bank to have the reporting removed.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. ******** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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