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.
- 2,972 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:04/08/2024
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 their service and equipment and closed my account with them over a year ago.
Vivint calls me everyday. I spend anywhere from 30 minutes to 2 hours working my way to a “supervisor” who can help me.
My account was closed on March 9, 2023. I paid all of their fines and fees and paid the loan off in full. Vivint verified with a 3 way call between me the lender and Vivint that the account was paid in full.
I still receive daily calls that my account is past due. There is a zero balance and I am sure they owe me a refund.
I would just appreciate them to update their records and quit calling me. The daily calls are long and harassing. The claim they will fix their records, but they can’t seem to do it.
Business Response
Date: 04/15/2024
April 15, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: 2/1/20
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. *****, and a resolution has been agreed upon. At this time, Vivint has cancelled Ms. *****’s account. Ms. *****’s may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
They continue to operate with bad business practices. There is a local NJ field services manager who is absolutely uniformed and uneducated about the product and how technology works. Vivint allowed him to stop work on my account after I submitted a formal complaint on his lack of knowledge and poor treatment to a new customer. Once you pay for ********************** - you receive little to no help with your system and are constantly being pushed to sell the product to others. Allowing someone to have control over your account after a complaint and after I explained to Vivint we feel unsafe by him and his actions - is insane. My panel is still not mounted and I have reached out to Vivint multiple times and multiple emails with no response. Each layer of individual including customer care - are con artists.Business Response
Date: 04/11/2024
April 11, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21543585
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.
In his complaint, **************** states that Vivint allowed the field manager to stop working on his system after he submitted a formal complaint. He states he feels unsafe knowing that someone has control over her system. **************** states his panel is not mounted. **************** desires to have the job finished.
A Vivint representative has attempted to contact **************** in efforts to resolve this matter. Vivint has provided the concerns provided by **************** to the proper management to be addressed. Vivint has also offered a technician free of charge to complete the mounting/installation of the Vivint equipment.
Vivints records indicate that **************** signed the Purchase and Service Agreement (Agreement) on January 25, 2024. On March 1, 2024, **************** requested a technician to complete the installation of his system. March 12, 2024, **************** reported that his panel and outdoor camera still need to be mounted. Vivint records show on March 13, 2024, **************** was placed on a level two restriction due to not allowing the Vivint technicians to follow the Standard Operating Procedure. On April 5, 2024, Vivint approved to send a technician. Vivint attempted to contact **************** to send a technician and received no response.
With the provided information Vivint offered the resolution as listed above. **************** 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: 04/11/2024
Complaint: 21543585
I am rejecting this response because:As I have explained to Vivint legal, they are grossly misrepresenting the issue at hand. I have not once, and let me be very clear, not once rejected a so-called technician to be deployed to resolve my issues. This is a flat-out lie, and, to be *****, the general issue is Vivint not engaging with the customer or listening to them. I have actually emailed and called Vivint north of 10 times, trying to resolve the matter, but there has been no resolution. I have been chasing Vivint for months, asking them to finish the installation. I want what I paid for.
"Vivint records show on March 13, 2024, **************** was placed on a level two restriction due to not allowing the Vivint technicians to follow the Standard Operating Procedure."
This statement is incorrect. I asked them to come to fix what they had broken. On top of that, one of their techs fixed the system, which was not in the same management chain as the field services manager, ********. The field services manager is not educated on the systems he is installing. The issue occurred when I stated the system was fixed by a technician who understands it. Once I relayed that information, he became dismissive and combative. I am unsure if it damaged his ego because he was adamant about his view on how things should work with little to no understanding. He became very combative and said he would provide me documentation, but he never did.
The other part of this complaint is the retaliation they allowed an employee to take after one of their employees suggested I make a complaint on that individual, giving them a score of 0combative. Once that occurred, that employee was given the ability to retaliate against me, putting my account on a block - which stopped Vivint from coming out and addressing the issues the prior technicians left at my house. It is also quite apparent that he fabricated the story that he submitted internally, which is why Vivint's legal and customer service teams do not have the full story. I chased Vivint for multiple months with no response UNTIL I submitted a complaint via BBB.
So no - this is not resolved and they are missing the point.
Sincerely,
***************************Business Response
Date: 04/16/2024
April 16, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21543585
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.
In his rebuttal, **************** states that Vivint is misrepresenting the issue. He states he has not once rejected a technician to come to his home to resolve his issues. He states Vivint does not listen to the customer. He states he has contacted ********************** several times and received no resolution. He states the issue was fixed by a technician who better understood the system. He states once he submitted a complaint this allowed a Vivint employee to retaliate against him, placing a block on his account. This block prevents Vivint from coming out and addressing issues. **************** desires to have the job finished.
A Vivint representative has attempted to contact **************** in efforts to resolve this matter. Vivint has provided the concerns provided by **************** to the proper management to be addressed. Vivint has also offered a technician free of charge to complete the mounting/installation of the Vivint equipment.
Vivints records indicate that **************** signed the Purchase and Service Agreement (Agreement) on January 25, 2024. On March 1, 2024, **************** requested a technician to complete the installation of his system. March 12, 2024, **************** reported that his panel and outdoor camera still need to be mounted. Vivint records show on March 13, 2024, **************** was placed on a level two restriction due to not allowing the Vivint technicians to follow the Standard Operating Procedure. On April 5, 2024, Vivint approved to send a technician. Vivint attempted to contact **************** to send a technician and received no response.
With the provided information Vivint offered the resolution as listed above. **************** 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: 04/16/2024
Complaint: 21543585
Once again, you are missing the point of this situation and further clarifying that you do not listen to the customer. It is almost like you completely avoid everything that is being said to you - hence why I do not believe this matter is resolved. You continue to repeat yourself - which will leave this in an unresolved state. But if repetition is your position - I'll repeat myself - maybe it will eventually stick.
You state I was placed on level two restriction due to not allowing the Vivint technician to follow the Standard Operating Procedure. This is grossly misrepresented. Not only is that inaccurate, but one of the VIVINT technicians, ******, came out and fixed the system. She did nothing out of the "Standard Operating Procedure"; she simply used her brain. Once I told ******** that a technician not on his team had fixed the issue, he immediately became defensive and combative toward a customer - which is me. He stated he would provide me with documentation outlining how the system is intended to work, and I have yet to receive it - along with additional data about guidelines. I can explain this again if it doesn't stick with you - please feel free to ask again.
Additionally, you said I signed my agreement on January 25th - which is true. However, my system has never been installed properly since then, and I am here chasing Vivint. Also, nobody has reached out about sending a technician. Therefore, I had to call in. Since Vivint is highly unorganized and does not properly train their staff - including legal - when I called, another technician was already dispatched after weeks of back and forth. I have email evidence if you would like to see a customer being ignored for weeks. Again, by misinformed and untrained Vivint employees - who are fed misinformation about a customer. The system is still not fixed after multiple techs show up and try to resolve a system that was NEVER fully installed after I paid for it.
I am not going to call you - you are more than welcome to schedule a call with me. Your field services rep directly targeted me in an effort to retaliate. He can hide being a very poor legal team - completely up to you. But this matter is NOT RESOLVED and shall remain open until there is a proper resolution. Your legal assistant, *************, can also contact me through here.
Sincerely,
***************************Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21543585
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.
In his rebuttal, **************** states that Vivint misrepresented the reason he was placed on a level 2 restriction. He states a Vivint technician came out and fixed the system. **************** stated when he told the manager that someone on his team fixed the issue, he became defensive and combative. He states he was told you would be provided with documentation outlining how the system works, which he states he has not received. **************** also stated that his system has never been installed properly. He states no one has reached out about sending a technician. **************** states that Vivint does not properly train their staff. He states several technicians have shown to resolve the system issues, none of the issues have been fixed.
Vivints records indicate that **************** signed the Purchase and Service Agreement (Agreement) on January 25, 2024. On March 1, 2024, **************** requested a technician to complete the installation of his system. March 12, 2024, **************** reported that his panel and outdoor camera still need to be mounted. Vivint records show on March 13, 2024, **************** was placed on a level two restriction due to not allowing the Vivint technicians to follow the Standard Operating Procedure. On April 5, 2024, Vivint approved to send a technician. Vivint attempted to contact **************** to send a technician and received no response.
A Vivint representative has attempted to contact **************** in efforts to resolve this matter. Vivint has also offered a technician free of charge to complete the mounting/installation of the Vivint equipment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint is absolutely trying not to let us cancel.We paid for our equipment outright years ago and recently due to terrible customer service, we decided to cancel. I'VE spent3 months going round and round with Vivint customer servicestating they would mail me my pass code so that we can cancel. This last time we received2 separatetracking numbers for our complaint and request to cancel...no letter, no cancel, no two month credit as they said would happen on the customer service call line for ************************ am also filing a complaintwith the ** ******** of ******** regulation and ****,Bottom line, cancel our Vivint accountright away. Send ***** code if you need to , but ACTUALLY MAIL ** THE **** ,if that is what's needed to cancel.!! Funny how Vivint can't cancel whenI communicatethrough my phone app-don't companies require somesecurity questions or somethingto verify....Vivint customer service is ******************************* Contact:T: ************ | F: ************ ********************************************************Business Response
Date: 04/14/2024
April 13, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21543400
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 7/25/19
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************ states that she paid for her equipment in full, years ago. She has been trying to cancel for 3 months without success.
Vivint agrees to cancel Ms. ***** Agreement.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on 7/25/19 with an initial term of sixty (60) months. Vivints records indicate that ************ called Vivint on 2/29/24 and 3/15/24 to request cancellation information. Vivints records indicate that on those calls, ************ was unable to verify the account. *********************** records indicate that an email with passcode information was attempted to be sent to ************, however, there was not a valid email on the account. *********************** records indicate that on 3/15/24, ************ was sent passcode information via **** mail to her address on file.
A representative from Vivint has reached out to ************ in an effort to resolve this matter. Vivint has agreed to the resolution above. ************ 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 LegalCustomer Answer
Date: 04/14/2024
Complaint: 21543400
I am rejecting this response because: Vivint customer service gave me the following code #2CA-155640 857 which is for "2 free months" which they kept billing fraudulently...and which completely wasted our time waiting on the phone , being transferred and then finally getting the above code which proved worthless.I obviously agree with Vivint cancelling my service but this **************** should NOT be allowed to dodge cancellation calls and give out "free month" codes just to continue billing a monthly subscription. Ironically, on that same call we were given a different code for mailing a letter which NEVER arrived.
I would like cancellation immediately and a refund for 3 months.
Sincerely,
***********************Business Response
Date: 04/19/2024
April 19, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21543400
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: 7/25/19
To Whom It May *********************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution. A refund is not warranted. Ms. ***** account was cancelled on 4/15/24. ************ 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 LegalCustomer Answer
Date: 04/22/2024
Complaint: 21543400
I am rejecting this response because: Vivint made a consistent effort to delay my cancellation and are now refusing to refund the few months of subscription fees that were associated with their intentional delays.The "cancellation department" is a disorganized process intended to further frustrate customers trying to cancel and to delay said cancellations. Not to mention, all the wasted customer service calls to other numbers before we were given their department.
Sincerely,
***********************Initial Complaint
Date:04/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I contacted Vivint 2 years ago when my system stopped working. I canceled the system but they renewed anyway without my permission. In Novemember of 2023, after many calls to cancel I was offered an upgrade at no charge. Subsequently, Vivint made appointment with a 4 hour window on 3 occasions and never showed. After 1 more no show, I was offered a firm appointment and a camera. The amount of emails, text and calls are numerous and that includes involving customer loyalty. Fast forward this company has charged now $700 for the upgrade. Now, they are prestending that it was just the camera that was offered, This is a lie. It is a bait and switch, and I want this finally resolved. I am only supposed to pay for monitoring and that is it.Business Response
Date: 04/12/2024
April 12, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21540633
Complainant: *************************
Vivint Account #: ********
Date of Agreement: August 17, 2012
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 forgive the remaining balance on the equipment line of credit with Citizens. ************** 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:04/06/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have had ongoing Vivint door to door solicitation from aggressive individuals. This entire community has countless no solicitor signs on homes road signs etc.. The Vivint Solicitors have been asked to leave nicely and Im sure not so nicely. However, they return on almost a daily basis. People should have the right to privacy in their homes and communities. PLEASE come up with a different way to grow your business. The community is ****************** in ***********, *******. Thank you in advance.Business Response
Date: 04/12/2024
April 12, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21540577
Complainant: ***************************
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
The kind of behavior ****************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in ****************** area. Vivint appreciates ***************** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/12/2024
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:04/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My mother had a security system through Vivint Home Security, but since mom passed away in February 2023, we knew we needed to cancel the Vivint security system she had used. I called Vivint in June 2023 to cancel moms account. I also sent a copy of the death certificate to them at their request. I asked Vivint if the equipment needed to be returned, and they told me it did not. However, to date, there has been no resolution. Vivint has continued to bill my moms account $32.10 per month for a system no longer in use. I have spoken to service representatives and been forwarded to third party customer service representatives several times, and even after being on the phone for an hour, the issue was not resolved as they said it would be. How can they continue to bill a deceased woman? We want this issue resolved.Business Response
Date: 04/12/2024
pril 12, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21539503
Complainant: *************************;
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ****************** states that her mom passed away in February 2023 and she has been trying to cancel since that time without success. A death certificate was submitted but the account remains active
Vivint agrees to cancel the account once the information has been verified.
Vivint needs additional information in order to review the account.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint has agreed to the resolution and ****************** may contact Vivints representative directly with additional information or 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:04/05/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint is a fraudulent company. They. make promises and then reneg on them. Their installer came to my home hours late and tore it up when poorly installing security cameras that never ended up working. Before signing up, I asked if I didn't want to keep the cameras, if they would fill the holes they drilled to install them. They said of course. Not only did they make holes all over my house when installing the cameras the first time, but when they sent someone to uninstall the equipment a month after I requested, the guy arrived and said this is the worst installation job he's ever seen and that there was no way he could repair the damage. Vivint offered $500--a joke. I spent days getting the issues repaired after they told me they would reimburse me. I couldn't go to work and ended up paying $1000 out of pocket to repair their damage. They said they'd reimburse me months ago and they haven't reimbursed me anything.STEER CLEAR OF THIS COMPANYBusiness Response
Date: 04/10/2024
April 10, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
R*: Consumer Complaint Case #: 21536460
Complainant: ***
Vivint Account #: ********
Date of Agreement: November 9, 2023
To Whom It May ***************** have reviewed the information provided by Ms. * and appreciate the opportunity to respond.
In her complaint, Ms. * states that the installer poorly installed her cameras. She states she was told before installation that Vivint would fill the holes that were drilled to install the equipment. Ms. * states she was offered $500.00 by Vivint. She states she paid $1000.00 to have the damage repaired. Ms. * desires compensation for the damage.
A Vivint representative has attempted to contact Ms. * via email in efforts to resolve this matter. Vivint has confirmed that a new refund check in the amount of ****** was sent on April 3, 2024.
Vivints records indicate that Ms. * signed a Purchase and Service Agreement (Agreement) on November 9, 2023. On November 13, 2023, Ms. * requested the cancellation of the Agreement due to equipment failure and declined a free technician. November 16, 2023, a Home Damage claim was started as Ms. * reported home damage caused by the installation of the system, Vivint requested pictures of the damage and an estimate of repair. On December 13, 2023, Ms. * notified Vivint that she was waiting for the equipment to be pulled before she submits photos the damage and estimates of repairs. On February 21, 2024, Ms. * provided an estimate of $****** for repairs. Vivint records show on February 29, 2024, a settlement check was sent to cover damages in the amount of $******. On March 26, 2024, Ms. * noted that she has not yet received her check. On April 5, 2024, a new check was sent to a verified address provided by Ms. *.
With the provided information Ms. * has been sent a refund check in the amount of $******. Ms. * can expect the check to arrive within 15 business days. Ms. * has no further obligation to Vivint and 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: 04/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and confirm check has been received
Sincerely,
***Customer Answer
Date: 04/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and confirm check has been received
Sincerely,
***Customer Answer
Date: 04/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and confirm check has been received
Sincerely,
***Customer Answer
Date: 04/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and confirm check has been received
Sincerely,
***Customer Answer
Date: 04/10/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and confirm check has been received
Sincerely,
***Initial Complaint
Date:04/05/2024
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.
Vivent over the last 2 years has billed me inappropriately, same card on automatic payments that they would fail to bill and then pull hundreds of dollars at one time, I took the card off the account and told them to send me a paper bills, denied authorization for any further payments automatically which they agreed and my account was up to date, I have not received a bill via mail and then they billed my card ((the one that was taken off the account) for 3 separate charges. When called they said they could not see the notes. This is not the only time we have been on the phone for charges they told us we wouldnt occur for equipment or services or a decrease in the bill if we would stay and not disconnect service. To reach someone is almost impossible. I want to cancel my account service without having to pay a fee. The equipment is paid but they will not let me cancel the account without paying a fee.Business Response
Date: 04/02/2024
Vivent Health ******** LLC is a health care entity and does not bill for equipment. It is likely that the complainant has confused Vivent with Vivint. Vivint is a home security business. We are sorry that the complainant is having challenges and hope she is able to resolve the issue with the appropriate entity. Thank you.Business Response
Date: 04/12/2024
April 11, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21462190
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 9/22/16
Renew Agreement: 6/20/23
To Whom It May *********************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In his complaint, ******************** states that she has been billed inappropriately for 2 years. She claims to not have received a bill via mail, but her card was charged even though it was not on auto pay. She claims this has also happened in the past.
Vivint agrees to cancel Ms. ********* ******* 32 months early and forgive the early termination fee of $1647.04 and cancel her ******* once she pays for her equipment and unpaid monitoring fees totaling $509.06. She will have no further obligation to Vivint.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on 9/22/16 with an initial term of 48 months. Vivints records indicate that ******************** agreed to renew her Agreement for 42 months on 6/20/23 in exchange for a lower monitoring fee and upgraded equipment. Vivints records indicate that ******************** agreed to pay her monthly monitoring fee on the 30th of each month. Vivints records indicate that Ms. ********* was notified that on 8/30/23 her account was ***** days in arrears. Vivints records indicate that ******************** was notified via app, panel, email and phone call on 10/11/23, 11/10/23, 1/25/24, 2/25/24, and 3/27/24 that her account was arrears. *********************** records indicate that ******************** was charged for her past due balance on 3/20/24 and refunded the next day. Vivints records indicate that ******************** is $316.70 past due for monitoring ******* and equipment that have been provided.
A representative from Vivint has reached out to ******************** in an effort to resolve this matter. Vivint has agreed to the resolution 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 LegalCustomer Answer
Date: 04/15/2024
Complaint: 21462190
I am rejecting this response because:
Hi thanks for your response. Some of that information is not entirely correct and let me elaborate, by bill inappropriately I mean we were set up for auto pay, and then charged large sums of money at one time because if was not drafting, ****** had been contacted multiple times and notes were supposed to have been made where they said they were unsure why there was a billing issue as the card had never changed. This happened twice in which we did not request a change in auto pay nor disagree with the charges. On the first time this happened we requested just to cancel and were going to pay the fees, they offered to fix the broken epuipment, offered us a new camera at discount and not charge an install fee, the agreed on arrangements were not met, my husband called and spoke with multiple people, placed on hold and waited as well as transferred multiple times for 3 hours. Once again we didnt do anything because at this point we were locked into an agreement and any time we called to complain it was the same story. Next time the billing happened with a lump sum charge, once again card has not changed in years and was still on auto draft I requested the it be taken off auto draft, with a bill sent to me directly and we would be paying online, I did not request the payment be returned. This third time I did request reimbursement because they billed the same card when I was assured it was not longer on auto pay. I have used Vivint for close to 7 years and started having issues in the last two. Our service did not even work for a time period in which we still paid service fees because of faulty equipment. So I do argue with some of the statements you have made. Hopefully this sheds some clarification on my dissatisfaction with Vivint and why I have filed a complaint. There has been multiple times we have had poor customer service, promised things that were not delivered both financially and in service. I will also be replying through the BBB and hopefully we can come to some sort of agreement. I will also be happy to discuss this over the phone a day I am off work. I will be gathering more information to provide and hopefully provide you with more notes regarding this matter. Truly I want nothing more than an outcome that takes into consideration the financial hardship this company has caused my family on 3 separate occasions and recognize we attempted rectification of the poor service on 3 separate occasions without hesitation. Thanks
********************************
*********************
************
On Apr 12, 2024, at 9:52?AM, *********************** <************************************************> wrote:
Sincerely,
*****************************Business Response
Date: 04/23/2024
April 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21462190
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: 9/22/16
Renew Agreement: 6/20/23
To Whom It May *********************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
As a gesture of goodwill, Vivint agrees to meet ******************** in the middle to resolve this issue. Despite having been given many opportunities to either make a payment or make payment arrangements to bring her account current and ******************** continued use of the service without payment for 5 months, Vivint agrees to provide a credit for half of Ms. ********* monitoring fees for the 5 months she received service without payment. Once ******************** pays $255 for the for the service she received without payment, Vivint agrees to cancel the remainder of her service 32-month Agreement and forgive her early termination fee of $1647.04. She will have no further obligation to Vivint.
A representative from Vivint has reached out to ******************** in an effort to resolve this matter. Vivint has agreed to the resolution 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 LegalCustomer Answer
Date: 04/23/2024
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:04/05/2024
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.
I was approached by **** from Vivint which was a sales rep. ** was very consistent and I proceeded to hear him out. We went through the process and was told the numbers. I was guaranteed same day install which was not honored. I ended up waiting a few days. Within those few days I called **** at his cell phone and he kept telling me it was going to happen today and then it didnt. I called him back for a second time and told him Id like to cancel as it was within the time to do so which he did mention to me. ** told me no no what can I do for you to give us a shot. I said pricing is just way too high for the equipment and the install not happening was off to a bad start. I told him I would need a discount on the equipment and he told me he would call his Supervisor to get the okay on it. Called me back and says we can get you a 1200 dollar discount off it if you stay. To be honest still didnt think the equipment was worth that price being what others sell it for but I went ahead and said thats fine ****. ** told me to call him after a month or two to make sure we got the discount applied but it would for sure be applied. Its been way past that and *** contacted them with no help and just being pushed around. Proceeded to text him which I have those messages and calls and nothing back at all. They do not honor what they say and just tried to scoop me in. Staff are not trained well. Company needs to have integrity and honor what they say as we could be long term customers. Would like my credit applied like I was offered to stay with the company or I will proceed with the proof I have.Business Response
Date: 04/11/2024
April 11, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21534458
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: 6/28/2023
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 remove $1,200.00 from the line of credit. Please allow up to 7 business days for this to update. ************************ 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: 04/12/2024
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. Thank you for being understanding and respectful. Definitely will be keeping the service as the Vivint has kept its word. I will reach out if I do not see a change after the 7 day period.
Sincerely,
***********************************Initial Complaint
Date:04/04/2024
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.
I moved into my home and chose Vivint as my source of security to feel safe in my home. Upon inquiring I specifically asked is there a contract and I was told NO. I was just told that when I pay off the equipment the monthly charge will go down. I had no idea about Citizen Pay or any third party source until after set up. The first day of having Vivint my cameras went down. I contact the tech and he instructed me on what to do but only 2 cameras came back up. Slightly frustrated due to the early inconveniences I persisted on. A couples days later my cameras were out again. I called Vivint they told me what to do but a couples day later it happened again. I got a tech out. I ask for some resolutions being that I didnt want this to keep happening. Well this problem persisted. They told me it may be my internet provider in which I had the highest mbp they offered so I switch internet providers and STILL the same issues with my security system. I am currently going through domestic issues and my security is vital and my safety is important but guess what my Vivint has been down for 3 days and its not due to the internet. I called and tried to cancel and I was told that Im under contract and I have to pay for all my equipment first. This was NEVER told or explained to me. I requested to speak with a supervisor and was promised a callback which I never received. I have a security system and I dont feel protect or safe AT ALL. This security system does not make me feel safe or give me peace of safety. Im in fear for my life with Vivint. I have been lied to by reps and have not been getting the services I pay for every month.Business Response
Date: 04/10/2024
4/10/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21533488
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 11/16/2023
To Whom It May ***************** have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, ****************** explains she has experienced numerous issues with her equipment. Ms. ******* requests that Vivint remove the equipment, cancel her account and forgive her line of credit.
To assist Ms. *******, Vivint is willing to remove the equipment, cancel her account and forgive her line of credit. A representative from Vivint has contacted her via email to schedule a system removal appointment. Ms. ******* may contact the representative with any 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: 04/14/2024
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,
***************************
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.