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
- 8,392 total complaints in the last 3 years.
- 2,970 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:04/20/2024
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.
Every other month if not every month I have problems with Vivint equipment. It start from door not locking to garage not working unable to open or close.
Business Response
Date: 04/26/2024
April 26, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21604170
Complainant: Virginia King
Vivint Account #: *******
Date of Agreement: September 3, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently spoken to ************ to resolve her 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 LegalInitial Complaint
Date:04/20/2024
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.
System is not working properly and I have scheduled a replacement but the problem is still not resolvedBusiness Response
Date: 04/26/2024
April 26, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21603190
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 2/1/18
To Whom It May *********************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In his complaint, **************** states that t his system is not working. He scheduled a replacement but the issue is not resolved.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 2/1/18 with an initial term of sixty (60) months. Vivints records indicate that **************** called regarding multiple issues on 3/29/24. A technician was scheduled for 4/20/24, at which time all issues were resolved, and batteries were replaced as needed.
A representative from Vivint has reached out to **************** in an effort to resolve this matter. Vivint agrees to provide a credit o $162.61 for Mr. ******* technician fee and April monitoring fee. **************** may contact Vivints representative directly if he 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:04/19/2024
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.
Myself and my ex husband have been in communication with this company for over two years to switch the home account to my name. They have told us on numerous occasions that they did. But they have not. On one such occasion when I was told it would be switched, they offered me a deal for my troubles on a system upgrade. With a payment plan. They then called at a later date and said the payment plan had to be paid off before the transfer. I explained the reason I called at the time I was offered the deal was for the transfer. They then put me in touch with an employee in their accounts transfer division. They set up removal of the equipment and that my old equipment would be reinstated, as I should never have been offered the equipment in the first place, as I am still not on the account. After that had been set up they deducted the first payment via auto pay from my account which I never authorized. It was to be added to my monthly bill. They have told me I will be refunded. The technician came to take down the new equipment. Said he doesnt reinstall old equipment and was not allowed to take the new equipment. So I currently have both, none of which is usable. I have dates of conversations each time a call was made requesting the account transfer dating back to December of 2022 plus several between February 2024 and now. My ex husband gave his verbal ok for the transfer to them on at least three occasions. I now do not even have access to the account to pay a bill if I need to because the first technician removed him as an admin and thats how we log into the account online. When I spoke with the individual in their accounts transfer team he was made aware of this fact and told me I would not accrue any late fees if that was not resolved before the bill was due. But I do not necessarily trust anything Im being told by anyone at this company. I just want to close the account at this point and have them take their equipment with no additional cost to me.Business Response
Date: 04/25/2024
April 25, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21600844
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: June 20, 2012
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. Vivints record shows that a technician appointment has been set up for May 1, 2024, to retrieve Ms. ***** new equipment and installed the previous one.
Vivint is willing to continue working with ************ in order to resolve this issue to her satisfaction. For any additional questions or concerns regarding this matter, ************ is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/01/2024
Complaint: 21600844
I am rejecting this response because:I have yet to receive my refund from Vivint. They emailed my ex husband 9not me) this morning cancelling the appointment that was scheduled for this afternoon to remove all equipment.
Sincerely,
*******************Business Response
Date: 05/08/2024
May 8, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21600844
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: June 20, 2012
To Whom It May ***************** have reviewed the additional information provided by *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has once again attempted to contact Mr. ***** ************ via email and phone. Vivints record shows that a refund in the amount of $155.53 was processed to Mr. ***** checking account ending in 6891. In addition, the previous appointment has been rescheduled and confirmed for May 15, 2024.
For any additional questions or concerns regarding this matter, Mr. ***** ************ is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/08/2024
Complaint: 21600844
I am rejecting this response because: The appointment made for May 1 was cancelled that morning, by Vivint. That correspondence was then sent to my ex-husband, not me. I emailed the contact I had been working with at Vivint to inquire why. He did not know. He contacted the technicians, arranged for them to come and assured me someone would be coming as scheduled. I waited four hours that evening and no one came and no one contacted me.I reached out to my contact again. He apologized and scheduled a new appointment. This information was also sent to my ex-husband, not to me. This appointment is not until May 15. My satisfaction with this process is dependent on them keeping this newly scheduled appointment and completing the expected work while they are here.
However I have received my refund so that part has been completed.
Sincerely,
*******************Customer Answer
Date: 05/17/2024
The technician scheduled for Wednesday, May 15 cancelled the appointment. He told Vivint that I was not home and did not answer my phone or the door. I was home prior to the 4:00-8:00 time frame and had my dogs kenneled and was awaiting the technician. He cancelled the appointment at 5:00 PM. He did not call or come to my home during that time. I found out it was cancelled when Vivint sent an email to my ex-husband who then forwarded it to me.
The following morning Vivint deducted $185.54 from my bank account without my knowledge or consent. I have never given Vivint permission to auto deduct any funds from my bank account. I was told that the reason for this is because I still have the equipment. This is Vivint and their technician's fault. The first technician that came and began to take it down did not finish the job and refused to take it. The next two appointments were then cancelled by the technicians with no warning. Each time I had arranged my schedule for them to come and both times they just didn't show up and cancelled. I have asked for my money to be refunded immediately.Business Response
Date: 05/22/2024
May 22, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21600844
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: June 20, 2012
To Whom It May ***************** have reviewed the additional information provided by *********************** and appreciate the opportunity to respond.
Vivints record shows that Ms. ***** equipment was downgraded on May 21, 2024. At this time, her installment payment plan for the new equipment is now being cancelled with a full refund.
For any additional questions or concerns regarding this matter, Mr. ***** ************ 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:04/19/2024
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.
Hi, Vivint has been provided me with my home security system since 2015. For years everything was fine. One day a Vivint salesperson showed up at my house and said that my equipment must be updated or it will no longer be able to communicate with the monitoring system. This really gave me no choice and so I agreed to allow the update. For years after things were ok. Eventually I had so many issues with my system that I stopped arming my system. I received a phone call where they were trying to sale me a service that would cover a service call to get me up and running. I was told that I could cancel at any time. I had to end the phone call because my appointment showed up. I told them that Id call back in 15 minutes. I called back and was told that I agreed to a service that would provide a service call and was told I could cancel anytime. They said Id already agreed and could not cancel and would be charged. I told them I was given incorrect information and I did not agree. They refused. I hung up and called to talk to someone else. I finally was so fed up with getting different information every time I called. I told them that I would like to cancel service. I was told that I had to pay off my updated equipment before I could be finished with them. I was transferred and put on hold for what seemed like forever. I paid the $300 plus to pay off equipment. Then I was told that I was automatically put in another contract with Vivint since I allowed equipment update. I refused! I feel they gave me false information on numerous occasions. Since then theyve tried to drive me crazy with nonstop calls and a causing my system to beep in my house. Ive also found out Vivint was even banned from soliciting in my neighborhood for similar complaints. Now they have sent me to collections. They are supposed to have recorded calls verifying everything that Ive written here today. I simply want them to go away and to have no further contact with them!Business Response
Date: 04/25/2024
April 25, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21599417
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: 3/4/15
To Whom It May *********************** 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 remove Ms. ********* account from the outside collection agency. Ms. ******** has no further obligation to Vivint and 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:04/19/2024
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 been attempting to discontinue service since January 2023, and they have continued billing until I had to cancel the credit card they were attached to. I would like to be refunded all payments to Vivint for 2023 and have my credit rating restored.Business Response
Date: 04/25/2024
April 25, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21597822
Complainant: *****************
Vivint Account #: *******
Date of Agreement: August 11, 2018
To Whom It May ***************** have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
In his complaint, Mr. **** states that he has been trying to cancel since January 2023, however, he has continued to be billed. Mr. **** desires a refund, a correction to his credit report, and no further contact from Vivint.
Vivints records indicate that Mr. **** signed a Purchase and Services Agreement (Agreement) on August 11, 2018. On October 17, 2023, Mr. **** called Vivint to cancel his monitoring service. The call ended prior to Vivints representative being able to inform Mr. **** of the cancellation process, which requires a 30-day written notice of cancellation. Vivint attempted to contact Mr. **** regarding his account status on February 22, 2024, and March 18, 2024,however, did not speak with him. On March 27, 2024, a Vivint representative called Mr. **** regarding the account status. Mr. **** stated that he requested cancellation a year ago, denied owing the amount due and requested not to be contacted any further. On April 19, 2024, Vivint called Mr. **** regarding the account status. Mr. **** requested the account to be cancelled and was transferred to the team that works with cancellation.
A Vivint representative attempted to reach out to Mr. **** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service effective April 24, 2024. Mr. **** has no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above.Mr. **** *** contact Vivints representative with any questions or concerns he *** have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/18/2024
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 2023 purchased a security system from vivint with the agreement that we can test the system and cancel at anytime with no cancelation or additional fees. Also, was promised a $200 credit from a referral which we never received. Property was sold in 2024 which the system sold with the home. Vivint advised that once equipment is paid in full i can cancel and close account. I paid the equipment off $1,227 and had Citizens connect me to vivint as well as confurm equipment was paid in full. Account was supposed to have been canceled and closed. Please cancel/close account immediately as i paid the equipment in full as instructed by vivint in order for me to close account. Also i tried being reimbursed the $200 that i never got which is why i signed up in the 1st place but to be given the run around is insane. Also Vivint admitted to owing the $200 but refusing to give me my refund. I am requesting the account be closed and refunded $200. Best Regards,*****************************Business Response
Date: 04/24/2024
April 24, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21595131
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: January 12, 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 cancel the monitoring service agreement effective April 22, 2024.Vivint also agrees to refund the amount of $200. ****************** 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: 04/24/2024
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:04/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have not had their services in 5 years. No bills sent or anything. All of a sudden bills kept showing up. We call and they say fill out this and that. We do. Next month comes and another bill. Now today we have a 177 dollar balance. Told we can only get 50 bucks off. Im not paying for services we do not have. We have cancelled many times thrpugh the 5 years. This company is a scam. We moved to a cpuntry setting where their services dont work. They sent someone out. They said its pointless to have. We paid equipment off due to the agreement. They need to cancel my service and stop charging me every month.Business Response
Date: 04/24/2024
April 24, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21594964
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 9, 2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he has not had service in 5 years. ****************** states that he moved to a country setting where the services do not work. ****************** states that all of a sudden, he has started receiving bills. ****************** desires the account to be cancelled without penalty and to be refunded from the time he was no longer receiving services.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on July 9, 2018. On May 25, 2019, a Vivint Smart Home Professional completed a move installation for ******************. As per the notes on the work order, ****************** requested not to have the panel connected to Wi-Fi as it could take from his streaming services therefore the panel was connected to the cellular chip inside the panel. Everything was tested and determined to work well. ****************** already had remote access, it was tested, and confirmed that ****************** knew how to work the system. On September 26, 2023, ****************** called to cancel due to being in a location where the internet is not the best and the system is not supported as it previously was. It was explained that the system will still function using the cellular network as it communicates with Vivints Central Monitoring Station two ways via Wi-fi and cellular network. Vivints records show that the last communication with Vivints Central Monitoring Station was on July 12, 2023.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service effective immediately and to refund all payments made directly to Vivint totaling from July 2023, when Mr. ******** security system last communicated with Vivints Central Monitoring Station. ****************** has no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. ****************** may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/18/2024
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.
VIVANT sold my Mom, who is 88 years old, ******************************* at ************************************* **************************** a security system and took out a loan in her name with Citizens for $3000+ dollars for equipment. This was sold to her in May 2023. She went into Assisted Living in January 2024. I no longer need this system nor the equipment at her home. I spent many hours on the phone with both Vivant and Citizens to no avail. I will gladly return their equipment. In the mean time they are still charging her credit card for $44 for service not needed and $66 for the loan on the equipment.This is a scam on an elderly person who did not know what she was doing.They need to cancel and forgive the loan and let me know where I can return the equipment.Business Response
Date: 04/24/2024
April 24, 2024
Better Business Bureau of Utah
3703 W 6200 S
******************** 84129
RE: Consumer Complaint Case #: 21594776
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 5/23/23
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 Ms. ********* loan. **************** 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:04/18/2024
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've had Vivint service since July 8, 2023. My front door sensor hasn't worked properly since about 2 weeks after it was installed. The keypad says that the battery is low. I've changed the battery but it still says the same. The key pad deadbolt is hard to lock and unlock. I have to pull the door tightly by the doorknob after inputting the code or the lock just spins and doesn't lock/unlock. I called Fortiva, the equipment finance company, today, April 18, 2024, to close out my account and was told that I'd still have to pay for the equipment (approximately $1,900). They told me to contact Vivint and they'd work out with me whatever fees to return the equipment. Upon contacting Vivint I was told by ****, the customer service rep, that there is no way to return the equipment because I'm outside of the 3 day recission period. I asked how I could cancel my service and was told that I'd have to pay an early termination fee (1/2 of the remaining monitoring $3900 balance) immediately to cancel the service. I asked to speak to a supervisor and was routed to *******. He told me the same thing. I asked who above him was a decision maker and he said that nobody would tell me anything different. He then said that he wanted to at least get the equipment fixed, but that I needed to talk to someone on the Tech Team so that I wouldn't be charged a trip charge. I was transferred to *******************, who sent a link to my cell phone so that I could video chat with her and show her the issues with the door. When I did she asked if I had a ******** screwdriver so that I could adjust the strike plate. I told her that I was transferred so that they could send a tech and that I wouldn't be playing technician for them. She said that they could send a tech out but I'd have to pay a $99 trip charge. I don't want their service or their equipment but they seem to not care about their customers or their reputation. Please help me get out of this relationship with them and it not cost me $4,000.Business Response
Date: 04/24/2024
April 24, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21593948
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: July 8, 2023
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ****************** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, ****************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/18/2024
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.
Last August I tried to switch home security systems. Not because I didnt like who I had already, which was Alder home security system. But because Vivint sent a representative to my address 3 time in three weeks. The first two times I told them I already had a system I was not looking for another one. The three time it was a different rep. *** he explained he was a manager and had been working for vivint almost 5 years. He prominent that vivint would buy out my contract with Alder if it was under $1500. I told him it was and he asked to look at my old equipment and compared it to theirs and then he offer other equipment I didnt have, and I said thats cool sure I will like this. He begin to add everything together to give a monthly price and I said was really hoping to stay in my price bracket I already had. He made some changes and gave me a fair price. He explain he could sign me up that day and have a tech. Install the next day. He also told me I had 90 days to email my balance from Alder to him so they could take care of that balance. I agreed to everything he left. The vivint tech can and installed the next day. I called alder to get a balance it took maybe a week they mailed it out to me. I emailed it as promised. Waited 30 days, no replied to me from Vivint. To make a long story short I called back every 30 days for 4 months straight and I got a different response from each representative. Until the 5th month the representative just flat out told me they are not paying off my previous security system, and that I didnt have proof that Vivint rep. ******** me anything. Meanwhile Im paying for both security systems. So I told Vivint to come pick up their equipment because I have been tricked by their representatives. They said they couldnt pick up anything its mine now and that I need to pay a balance of $2600 dollars. I immediately stop paying them and I received threats for them to place this on my credit report.Business Response
Date: 04/23/2024
April 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21546683
Complainant: Tajara Franklin
Vivint Account #: ********
Date of Agreement: August 23, 2023
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that she was promised a contract buyout under $1,500 when she signed up with Vivint. She further explains that after installation she emailed Vivint the balance, but she was told it would not be paid. ******************** desires the cancellation of her contract.
At this time, Vivint is willing to assist ******************** with her contract buyout. A legal representative from Vivint has attempted to contact ******************** via email and phone to resolve her concerns.
Vivints records show that ******************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $36.47, and total equipment fee of $2,627.71 that was financed through Citizens, plus applicable taxes during that term.
Vivint agrees to the above resolution. ******************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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