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:04/12/2024
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.
4/12/2024 ---- I've spent over an hour on the phone with Vivint to cancel my services effective immediately. They refuse to process a cancellation and kept sending me from one department to the next. They took over 3 payments telling me each time that the prior payment was incorrect. I no longer need this service and would like it to be cancelled effective immediately. Finally at 1 hour and 15 minutes, they told me that I will need to send a notice of cancellation via email. I've paid off the equipment via Citizens. I've paid the contract cancellation and now they're telling me that I will be charge for the upcoming month since the cancellation will take 30 days to process. This is ridiculous. Service Number: *******
Business Response
Date: 04/19/2024
April 19, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21568091
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 1/3/22
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. ******** Agreement, waive the 30-day cancellation period. ****************** 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:04/12/2024
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.
Wanted to cancel my account my home had a system already paid for and installed i ended up financing 2 more cameras so they told me i had to pay the loan off first and current monthly payment which was 390 total they never mentioned to me anything about early termination so i paid the 390 then i call them again the representative was trying to keep me with them so he told me they can drop my bill significantly from ********************************************************************** on hold and thats when he comes back and tell me about the early termination fees i told him they never mentioned anything about that when i first called so i just paid the loans i had with them so at this moment i had no choice because that was another $400 so i came back and asked if he can help me with the monthly payment then since he already had mentioned he can lower it significantly but instead he lies and tells me now that he cant so much only like $5 everything is recorded so why do they lie now im stuck with 390 less than i had and not able to afford the monthly paymentBusiness Response
Date: 04/18/2024
4/18/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21567436
Complainant: *****************
Vivint Account #: *******
Date of Agreement: 1/24/2022
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 his account without penalty. **************** 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 LegalCustomer Answer
Date: 04/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
Date:04/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a security system contract with Vivint on my home. This contract was paid in full and cancelled on February 14, 2024. I continue to be charged the monthly service fee and have spent hours on multiple phone calls, being told that I will be refunded the service fee and that the contract had indeed been cancelled. I have still not received a refund, and was told just this morning that I may be charged for another service fee for this month even though my contract has been cancelled. When you contact this company, they keep you on the phone for over an hour, saying they are waiting for a supervisor to be available. At which point, they say they are transferring you and then the same person comes back on the line and says everything has been resolved. I have yet to see any resolution and continue to be charged for a contract that is no longer in place.Business Response
Date: 04/17/2024
April 17, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21567133
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: April 29, 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 confirmed the account of ********************** has been cancelled. Vivint has provided a refund of $52.14. ********************** can expect his refund within the next five (5) business days to arrive back on his card. ********************** 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:04/12/2024
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 a Vivint customer since 2020. I have recently decided to sell my home and wish to cancel my Vivint home security service. I notified Vivint via phone in early February of 2024 of my wish to cancel the service. After having to tell the representative NO several times when she tried to keep me as a customer, I was ultimately told that we would have to verify with a 3rd party that I had paid off my equipment, which I had and which we did verify over the phone that day. I was then told that I would need to send an email stating in writing that I wished to discontinue my service, which I did on 2/9/24. I received no further communication from Vivint and considered the account closed. I was then billed for service on 2/27 and again on 3/29. When I called Vivint after the 3/29 charge I was told I would need to speak to a supervisor in order to close my account. After waiting on hold for several minutes I hung up. I reached out to Vivint again on 4/10/24 to close my account and again was told we would need to check with a 3rd party to make sure I had paid off my equipment, which we did confirm on the phone at that time. I was then told I would need to wait for a supervisor to close my account and was placed on hold for 1 hour and 9 minutes before the representative stopped checking in on me and I eventually disconnected the phone call and have decided to file a complaint with the BBB and seek some assistance. I have never in my life encountered a company as deceitful and obviously crooked when dealing with customers who wish to terminate services. These types of practices should be illegal.Business Response
Date: 04/19/2024
April 19, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21566861
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 9/24/20
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he called in Feb to cancel his ******* because he was moving. He told the representative that the equipment loan was paid off and he sent in a written notice of cancellation on 2/9/24. His account remains active, and he was billed 2 times since cancelling his *******.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on 9/24/20 with an initial term of sixty (60) months. Vivints records indicate that ******************** submitted a written notice of cancellation on 9/24/20. Vivints records indicate that ******************** did not submit loan payoff confirmation, which is the reason his account remained active. Vivints records indicate that loan payoff confirmation was received on 4/10/24.
A representative from Vivint has reached out to ******************** in an effort to resolve this matter. Vivint agrees to cancel Mr. ********* ******* effective 3/10/24, in accordance with his Agreement, and provide a refund from that date. ******************** 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:04/12/2024
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 2019 my husband and I purchased our first alarm system with VIVINT and later purchased another for my mom. We didnt start to have issues until we moved to a new home. They charged us more, the connection was spotty, the equipment was always having issues, and when we upgraded they failed to tell us it would restart our 5 year obligation/contract (until 2027) and our equipment still had issues! The garage sensors rarely worked, my panel would go offline, all that money for nothing. I have repeatedly tried to cancel the service for both systems to which they give me the run around for the past year or 2. I tried again in January to cancel my moms because her contract was ending and they said I had to pay off the equipment, which I did and they were supposed to put in for the cancellation. I noticed yesterday i was still paying for services that I cancelled! I waited out the contract with this system and they still kept charging me. I called again today and they said their policy requires that they email you, then you email them, with the information you just provided over the phone, but they never emailed me to begin the actual process then continued to bill me like it was my fault. They never notified me that I was still on the hook after they failed to provide me with the final cancellation email and after the contract was supposed to have ended. They also want me to pay over $2000 to cancel the other system that was upgraded and the equipment was paid off last year. They have been absolutely horrible to work with. Their salesman will lie to your face to make their money and then boom, youre stuck in a 5 year contract with a greedy company who does nothing to help their customers. We have paid them over 6k already and they still want us to pay more. I will never use them again nor recommend them to anyone else.Business Response
Date: 04/18/2024
April 18, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21566550
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: April 23, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel with forgiveness the remainder of the monitoring service agreement effective April 18, 2024, however, ***************************** will remain responsible for any balance remaining the equipment loan and/or line of credit with Citizens. ******************** 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:04/12/2024
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.
Billing was never sent to me in March Security of my account is in question, as I think someone working online for vivant is giving out customer information locally to me and they are the ones hacking messing with account.I've reported all this to Vivint and I get the run around, or get hung up on. And ****** treated.Business Response
Date: 04/17/2024
April 17, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21565707
Complainant: ****** Madill
Vivint Account #: *******
Date of Agreement: October 22, 2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that billing was never provided to her. She also states she feels someone in Vivint is giving out customer information. **************** states someone in Vivint is hacking her account. **************** desires to have the late fees removed.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on October 22, 2017. On November 10, 2021, the account of **************** was placed on a level 2 restriction due to a threat of gun violence and a belief that her system was being hacked. On January 10, 2024, **************** notified Vivint that she refuses to allow technicians of color on her property stating her equipment goes missing. On February 18, 2024, **************** noted that she felt her system information was being deleted daily. Vivint records show on April 11, 2024, **************** reported that there were gaps in her billing.
A Vivint representative has attempted to contact **************** in efforts to resolve this matter. Vivint offers to clear the balance of $94.94 to start **************** at a $0.00 balance. Vivint also offers to educate **************** on her system.
**************** may contact Vivints representative **************************************** directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/01/2024
Complaint: 21565707
I am rejecting this response because:First, Vivint keeps bring up some stuff of vilane, all I stated to them, was, " my system is being broken into and my home is broken into, and I have security to prevent such, as that is what I pay them to do;but if they are not, then they are putting my life at risk, and if a burglary is occuring they are forcing me to defend myself. And, yes I do not allow colored persons on my property, the last technician who was out here , who was colored stold window alarms off my windows, as I had over 6 to 8 window sensors when I first had Vivint, now I only have four, and the ***** ones are not showing on account , now. To top it off, Vivint never sends out a technician to fix anything, if or when they do, I have to argue with them constantly, and the phone conversation takes over 3 hours, it is sad. This is all inclusive with complaint, 21565707-c6997, and I just got my complaint by mail on4/26/2024, so if there was a response before said date, that was not me. I want all correspondence by mailing to PO box. I am still upset that Vivint is trying to get out of there carelessness of allowing their technician to add a key fob to my system without my knowledge, and that's how they were braking in, but when I complained of it, all of a sudden all records were gone? How convenient.
Sincerely,
*************************Business Response
Date: 05/02/2024
May 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21565707
Complainant: ****** Madill
Vivint Account #: *******
Date of Agreement: October 22, 2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states her home is being broken into. She states the last technician that was at her home stole window alarms from her property. **************** desires $2,500.00 to cover the cost of stolen goods.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on October 22, 2017. On November 10, 2021, the account of **************** was placed on a level 2 restriction due to a threat of gun violence and a belief that her system was being hacked. On January 10, 2024, **************** notified Vivint that she refuses to allow technicians of color on her property stating her equipment goes missing. On February 18, 2024, **************** noted that she felt her system information was being deleted daily. Vivint records show on April 11, 2024, **************** reported that there were gaps in her billing.
A Vivint representative has spoken with **************** via phone in efforts to resolve this matter. Vivint is currently waiting on **************** to send any factual documentation regarding the claims of break-ins that **************** has reported. Once **************** provides the requested documentation Vivint will be able to conduct a proper investigation.
**************** may contact Vivints representative **************************************** directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/12/2024
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.
Date 8/29-9/1 I was told by a Vivint sales representative that I could get this trial for 30 days to cancel without any problems but that was not the case I called before my 30 days was up and I reached out to the representative to let them know I didnt like it and wanted to cancel my services I was told that it wasnt possible and I would have to PAY 1700 to cancel I complained that I lost access to the mobile app which was DUMB because how could I see if someone was at my door while I was away I work 40 mins away from home I have packages delivered so I thought that was pointless then they had me open a line of credit for the equipment and I paid for the first 3 months but stopped because I saw no point in paying for some equipment and I cant use the app too access the equipment now it has ruined my credit and possibly my chances of moving into any new place because I refuse to pay and I have offered Vivint the return of the equipment just so that the line of credit could come off but they refusedBusiness Response
Date: 04/18/2024
April 18, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21565658
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: September 1, 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 schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with forgiveness of the line of credit with Citizens. Vivint also agrees to remove the monitoring service 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:04/11/2024
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 April 1, 2024,I called Vivint Home Security and spoke to a man named ****.He stated that my account was caught up (after they had billed me for 2 and 3 months worth of service from the latter part of 2023 up thru March, 2024. They were taking too many payments at once without contacting me. I finally realized this and called them.This man named ****, told me that my account was now caught up. Then **** said that I only had a payment on April 6 for the month April. I told him that I no longer wanted the service. Just cancel it please. He stated that I needed to talk to their supervisor. So I waited and waited and waited on phone 25 minutes. I hung up and **** called back! He put me on hold again! I waited 10 min. - then hung up.I called on April 11, 2024, because they tried to get another payment! I asked them the 4th (or the 5th) to cancel my account. I was put on hold therefore, I went to my bank and cancelled the card. I just received a letter in the mail (04/11) stating that Vivint was charging me for this bill - JUST CANCEL IT!I called them and sat on my phone being disrespected and treated like I was a fool. I was told that I had signed a contract (over 15 years ago ) that I would have to give a 30 day written notice stating that I wanted to cancel my service - after 15 yrs of faithful payments , this is how VIVINT TREATED US!I was then told (rudely told) that I wasnt listening to her (the woman named ******). I kept asking her HOW DO I CANCEL THIS SERVICE!!???? She kept acting like she was angry and acting like I was stupid! So finally, I asked her again plain and simple TO GIVE ME THE ADDRESS TO WHERE I CAN SEND MY CANCELLATION REQUEST!! She then toned Down her threatening words to ask me if I WOULD TAKE A BEW PANEL AND HAVE MY COST REDUCED! I told her: ABSOLUTELY NOT! I want to be THROUGH WITH VIVINT! She asked me again - I TOLD HER NO WAY!They (she said Her supervisor **** was getting on the phone) hung up on me!!Business Response
Date: 04/18/2024
4/17/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21564828
Complainant: ***************************
Vivint Account #: ******
Date of Agreement: 5/2/2008
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel ****************** account without penalty. *************** has no further obligation to Vivint. **************** 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: 04/25/2024
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:04/11/2024
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 August of 2023 I was away from my house out of town, during this incident I did not have a current alarm system installed. I get back home and find out my entire back door glass is completely shattered and a whole near the handle. The door was wide open and there were many leaves throughout my home luckily nothing was stolen. I had a friend recommend Vivint. I got on their schedule the tech came out and installed the system. Left a huge mess throughout the house and I was the one to clean it up. I get notifications in the middle of the night and early morning hours of sensors going offline. The sensors go offline and they always say it's a battery issue, the battery are brand new. They stick me on the phone with the tech support for hours and the sensors still continue with the same issues. I also have panel and monitoring issues, if an alarm is triggered at my house the monitoring team takes around a minute and 30 seconds with the false alarm delays off which is a very long time for response. I have a contract for 3 years and still have money to pay with my finance I do not want to pay it as it is very faulty equipment I have had a tech come out to work on my system and I still have the same issues with all of my equipment. I have called and tried to cancel and they refuse and threaten me with their collections department. I no longer wish to be affiliated with vivint, so I hope there can be a resolution to this matter.Business Response
Date: 04/19/2024
April 18, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21564484
Complainant: *** *****
Vivint Account #: ********
Date of Agreement: 10/6/23
To Whom It May *********************** have reviewed the information provided by Mr. *** ***** and appreciate the opportunity to respond.
In his complaint, ************** states that his system keeps giving false alarms and he is not satisfied with the 1 minute 23 second response time.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 10/6/23 with an initial term of sixty (60) months. Vivints records indicate that ************** called on 10/11/23 stating that he had an alarm activated and he felt that it took monitoring too long to respond. Vivints records indicate that ************** requested an immediate response from monitoring rather than the standard time every customer is provided with. *********************** records indicate that ************** called on 11/20/23 regarding a sensor that he claimed wasnt working. The system was checked, everything was functioning properly. Vivints records indicate that ************** called on 4/6/24, stating that a sensor was not working, the sensor was reset, and he said he would test it and call back if it needed to be replaced.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Vivint agrees to send a free technician to resolve all equipment issues. ************** 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 LegalCustomer Answer
Date: 04/19/2024
Complaint: 21564484
I am rejecting this response because, I have been on the phone with Tech support in regards to many sensors and the panel being faulty, I did request for a technician in mid February and they denied and said my system is in correct functioning order, which it is not. I would prefer for my account to be canceled without penalty as I am not paying for something that will not provide me with safety and security.
Sincerely,
Jax *****Business Response
Date: 04/24/2024
April 24, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21564484
Complainant: *** Szoke
Vivint Account #: ********
Date of Agreement: 10/6/23
To Whom It May *********************** have reviewed the additional information provided by Ms. *** ***** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
A free technician has been scheduled for 4/26/24 to resolve **************** issues. Cancellation is not warranted. ************** 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:04/11/2024
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 started on 1/4/24 when i called who I thought was my home security provider, Xfinity and turns out it was a 3rd party that sold me on saving money by buying a new security system through Vivint. By the time I realized it was some kind of scam, I was already entered into a contract with Vivint. I contacted Xfinity and Vivent to get out of this contract to no avail. Because I signed paperwork Vivint told me I should have known better and it was too late. This was somewhere around the end of February. Then i noticed that the amount of the system had changed from what I was quoted to nearly double. I spoke to customer service at ********************** and was told that they would honor the quoted price and I have an email they sent me to prove it. Then I received the bill and it was for the inflated amount! I called Vivint again and they told me my request was denied. After fighting with the rep, they sent in another request. Meantime, my bill is late and I have no idea what I'm paying. I am looking for help to straighten out or help me get out of this contract.Business Response
Date: 04/17/2024
April 17, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21564444
Complainant: ******* ********
Vivint Account #: ********
Date of Agreement: January 25, 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 schedule a Smart Home Professional to remove the equipment. Vivint also agrees to provide a full cancellation of the monitoring service agreement,a full refund of the equipment line of credit with Citizens, and to refund all payments made directly to Vivint. ******************** 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 Legal
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.