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
- 8,367 total complaints in the last 3 years.
- 2,969 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:04/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am not happy at all!!!!! I’ve been using them for over 15 years as a military family! And never once did we have an issue with them Now I bought a house asked to have them come put an alarm system in my house it takes OVERRRR 8 months to get the system installed correctly where we can use it then I handed over a $4,000 dollar check to pay for EVERYTHING in full!!!! I had to call numerous time to complain about the techs being sent to my house harassing me showing up making me extremely uncomfortable in my own home I filed at least 3 complaints against the lady! Then the system STILLLLL didn’t work! Finally we got it to work. My husband being the vet he is after serving 15 years in the military doing 4 tours to Iraq and Afghanistan had a mental episodes and got admitted to the hospital with ptsd issues we called in Oct and explained what was going on told them we where moving I had to sell the house and needed it disconnected I was then told oh well you still owe I said how I paied in FULL for every camera every door bell every install was covered!!!!! They said oh I see I’m not sure what happened we will have a supervisor call you ! No one called!!!!!! Then yesterday I look at my bank account and see 5 CHARGES for over 115$.
I disconnected our system NEVER was I told I had to send an email I’m the 15 years we have used then we have never been told to email them a disconnect notice! Now I have over 550$ on charges on my account ANDDDD they still say I owe over $1900!
I have sat on the phone with them for over an hour to try to speak to a supervisor and I’m informed sorry we don’t know when we will have one available but if you disconnect you won’t get to speak to one so I ask okay look I’m flying home tomorrow my fathers dying I need to get back to my house to pack I live in the Smokey mountains and I will lose service going home can a supervisor call me back and I’m still told nope sorry that’s not how this works you have to stay on the line or start over
Business Response
Date: 04/09/2024
April 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: 5/18/22
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ******* and appreciate the opportunity to respond.
In his complaint, Ms. ******* states that she called to cancel in October 2023. She was told that she still owes over $1900. She states that she paid for the equipment in full, up front and does not owe anything for the equipment. She wishes to cancel and receive a refund.
Vivint agrees to cancel M.s *******’s account and provide a refund for overpayment.
Vivint’s records indicate that Ms. ******* signed a Purchase and Services Agreement (Agreement) on 5/18/22. Vivint’s records indicate that Ms. ******* paid for her equipment in full. Vivint’s records indicate that Ms. ******* called on 10/23/24 and requested to cancel and was given cancellation information. Vivint’s records indicate that Ms. ******* submitted a written notice of cancellation on 4/1/24.
A representative from Vivint has reached out to Ms. ******* in an effort to resolve this matter. Vivint has agreed to the resolution and Ms. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/01/2024
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 called Vivint a couple weeks ago due to me seeing via bank statements that they are still charging me for monitoring services when I cancelled said services around May of 2019 when I moved out of my home. I rented the home for a year after I moved, and then sold it. During these years I have called Vivint to ensure that I was solely paying for the equipment, and to see how much longer I had before it would be paid off. I kept calling because it didnt make sense to me that I was paying for equipment from 2018-2023. I was under the impression that I had solely been paying for said equipment. I was made aware during this call that I am still paying for monitoring services when I repeatedly asked them specifically what I was paying for. I was assured each time that I was solely paying for equipment. I spoke with a Supervisor named ******, customer service number ******. Once I saw that he was not going to rectify the situation, I let him know that I was going to report this issue higher up. I told him that if he listened to my phone calls over the years, he would see that what I was saying is true. He asked a few times for me to give him a chance to listen to the calls before I reported the issue. And against my better judgment, I gave him the opportunity to do so. He said he would call me the following day which was a Saturday. Tuesday rolled around and I heard nothing from him. I called in, and left a message for him. Thursday, still nothing. I left a message for him that I was moving forward with reporting the issue. During that phone call Thursday I was made aware there has been three Vivint accounts for my previous home address ***********************************************************. There is a possibility that Vivint is simultaneously collecting from myself and the present residents for monitoring services. Can you please look into this issue? There should be numerous phone calls from me if they havent deleted them over the past couple weeks. Thank you for your assistance.Business Response
Date: 04/08/2024
4/8/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21513133
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 9/6/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains she has made attempts to cancel her account, however, it has remained active.
Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement) on September 6,2018 which states that service will continue month to month after the initial term of sixty months, unless cancelled in writing no less than 30 days before the next renewal term (Section 2.1). A written notice of cancellation has not been received by **************** and as such, her account has remained active.
Despite this information, Vivint has cancelled her account. **************** has no further obligation to Vivint. A refund is not warranted.
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: 04/08/2024
Complaint: 21513133
I am rejecting this response because:VIVINT received proper notification of my desire to cancel my account. There are recordings of me speaking with them about this on multiple occasions throughout the years if they havent deleted said conversations. As soon as I find a lawyer, I will file a lawsuit against Vivint. Im certain I am not the only customer that they are stealing from. And Im almost certain that more will be found against VIVINT to help other customers of theirs as a result of my lawsuit against them. This company has at the very least admitted to overcharging me for equipment, yet mentioned nothing of this in their response simply stating no refund is warranted. A simple request to listen to my phone conversations will resolve all of this. But either way, I will be filing a lawsuit against VIVINT.
Sincerely,
***********************Customer Answer
Date: 04/09/2024
Hello. No. I am not able to provide a document with written notice, as when I called in to cancel years ago, I was told that the account was cancelled and so I took their word for it. Especially seeing as though I have called and verified over the years that I was solely paying for my equipment. Just as this time they cancelled my account without written notice, that is what they claimed to have done years ago. There have been two sets of tenants in my prior residence since I moved out. I can about guarantee you they have been simultaneously charging them and myself for monitoring of the same home. This is why I am going to retain a lawyer to sue *********************** A lawyer will be able to obtain call records, pay logs for my prior home, etc. As I mentioned before, a Vivint manager named ****** was to listen to my recorded phone calls to Vivint and call me back. He never returned my call. Not to my surprise. I see that Vivint has plenty of lawsuits and complaints against them. Some major and others minor. I understand if youve helped me as far as you can, but if so my next step is to retain a lawyer. Today, I received an email stating that Vivint is paying me over $300 for a discrepancy regarding overpayment for my equipment, but they need to repay me for all those years of payments for a monitoring service that I cancelled long ago. Again, thank you for assisting me.Business Response
Date: 04/15/2024
4/15/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21513133
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 9/6/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
As previously stated, Vivint never received a 30-day written Notice of Cancellation from ****************. The Notice of Cancellation is required as stated in Ms. ******* contract. Vivint has backdated Ms. ******* cancellation to July 2023.
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: 21513133
I am rejecting this response because of previous reasons stated. Again, I will file a lawsuit against Vivint. The company is fully aware that they are in the wrong, but thats what lawyers are for. Thank you BBB for your assistance with this matter.
Sincerely,
***********************Initial Complaint
Date:04/01/2024
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 closed out all my accounts with Vivint June 2021, this included all equipment and monthly obligations and paying off third party loan servicing. I just received an email that they sent $213.36 to collections and now there were additional charges for interest, fees and costs of ****** for a total of ****** to debt collectors. Vivint has been attempting to charge my now expired card AFTER accounts were closed and now sending my to collections.Business Response
Date: 04/05/2024
April 5, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21513100
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 12, 2020
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she closed out all of her accounts with Vivint in June 2021, which included all equipment, monthly obligations, and paying off a third-party loan provider. ******************** states that she recently received an email saying she was sent to collections. ******************* desires the account to be removed from collections.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, ********************** agreed to remove the account from collections. ******************** has no further obligation to Vivint.
Vivints records indicate that Ms. ******************** signed a Purchase and Services Agreement (Agreement) on May 12, 2020. On June 9, 2022, ******************** called Vivint to make a buyout payment to cancel the Agreement. It was confirmed that ******************** had also paid off the equipment loan with Citizens.******************** was informed that a written notice of cancellation was needed to proceed with cancellation which was received June 10, 2022. On March 31, 2024, and April 1, 2024, ******************** notified via email that she had received a collection notice for her Vivint account.
To resolve this matter, Vivint agrees to the resolution as stated above. ******************** has no further obligation to Vivint. ******************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/01/2024
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.
Good morning,
To whom is concerned
My name is ******* ********, and I have been conducting business with Vivint for the past two years.
1- I first contacted Vivint in March 2022 to get a security system I for my home. Neither the technician nor the representative ever mentioned that the equipment would be done through financing. A supervisor reviewed the call, and informed me that the representative failed to tell me about the equipment charge, and he was dealt with.
2- I contacted Vivint on March 14, 2024, and informed them that I was selling the house and needed to move the equipment.
They finally scheduled a technician to come out on March 19, I didn't find out that the equipment wasn't removed until March 22nd because I had scheduled for another technician to install the system at my new house.
The tech informed me that the equipment was still at the old house. I contacted Vivint, and they told me the tech went but no one was there, so I requested for them to call once they reached the property so I could make contact with the new owner. They scheduled me again for Wednesday the 27th. I contacted my realtor to inform the buyer that the technician would be coming out on Wednesday. The new homeowner took the day off. I contacted Vivint 4 times that day but They never showed up nor did they call me to inform me of what was going on. I have been trying to get in contact with a supervisor ever since and I keep getting the runaround, so at this point I do not want to work with Vivint, and I will not continue paying for equipment that I Dont own anymore. I have been on the phone for almost 1 hour trying to file a grievance and no one can help me. They are informing me that I need to pay off the equipment before they can cancel the service. I refused to keep paying for something I Don't own anymore. I need someone to contact me because at this point I'm taking this all the way up because the way they treat customers is not right.
My phone number is ###-###-####.Business Response
Date: 04/09/2024
April 9, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: March 19, 2022
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 agreed to cancel Ms. ********’s account and forgive the remaining balance of her line of credit with Fortiva which financed the equipment. Ms. ******** 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 LegalCustomer Answer
Date: 04/09/2024
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:04/01/2024
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.
Let me start by saying we have been using Vivint since May 2016.. we have loved their service and have nothing but wonderful things to say about them..
However, we sold our house in July 2023 and I called them to cancel our service. We already have Vivint in our house we are now renting and we even recommended them to our new buyers. They had a technician out the day we cancelled and set up service with Vivint that day. 8 months later I get a bill saying we owe $632.06 for service after we canceled and closed our account.. I have called twice and spoken with customer service reps both times.. both times they promised me they would have someone call me back. That hasn't happened. There is no way I am paying for this especially since I am already paying for Vivint.. so is my old house.. huh?? I'm so confused.. They said there is no service address but also saying I didn't cancel the service. Makes no sense, is that even legal? I have tried multiple times to get this resolved but am getting nowhere. Not to mention the last rep I spoke with, Sara, was so extremely rude to me. Like I hope they record calls and can go back and listen to the call.. how embarrassing. Been a loyal customer for almost 8 years and to get treated like this.
Will not be paying this bill.Business Response
Date: 04/04/2024
April 4, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: May 11, 2016
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 agreed to remove the Vivint account from collections and waive the associated fees with no penalty. Ms. ******* 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 LegalCustomer Answer
Date: 04/04/2024
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:04/01/2024
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 used my e-signature to sign a contract that they misrepresented the good/services offered and failed to disclose the material costs for the equipment. The salesman also indicated we could cancel at any time without penalty and when an inquiry was made about cancelling, they stated I would have to finish paying for the equipment before being allowed to cancel. The signed document I was sent (by using my e-signature) states that I will be required to pay 1/2 of the remaining monthly services for a 60 month contract. Which is NOT AT ALL what we discussed or agreed to. I am also enclosing the written information from the salesman at time of meeting.Business Response
Date: 04/05/2024
April 5, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: ********
Date of Agreement: 7/18/23
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** **** and appreciate the opportunity to respond.
In his complaint, Mr. **** states that he was not aware that he was entering into a 60-month contract and that the cost of the equipment was not disclosed. He claims that the salesman indicated he could cancel at any time without penalty.
Vivint agrees to move Mr. ****’s equipment for free or cancel his Agreement, and waive the 51 months left on his contract but he will remain responsible for his equipment.
Vivint’s records indicate that Mr. **** signed a Purchase and Services Agreement (Agreement) on 7/18/23 with an initial term of sixty (60) months. Vivint's records indicate that Mr. ****s mother called on 3/29/24 requesting cancellation information, however she was could only be given generic information as she is not on the account. Vivint's records indicate that Mr. **** called on 4/3/24 requesting cancellation information which was provided with.
A representative from Vivint has reached out to Mr. **** in an effort to resolve this matter. Vivint has agreed to the resolution and Mr. **** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/09/2024
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:04/01/2024
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 was under the impression I could cancel this service after trying it for 3-4 months. The sales man lied like a used car sales man. However fortiva the loan company is willing to give up the loan if Vivint would just honor their sales reps ***** and cancel this. Im going homeless today. I didnt want this security system. At all. The sales man knew this. I was told I had to keep it. There has to be a solution to this issue where they can take this equipment back. It isnt worth the thousands of dollars they are charging. And it doesnt even work. I filled a complaint before and waited and didnt hear anything. So I dont know if I did it right the first time. They lied and are poor business. I dont want this I cant afford it and theyre not honoring what they said. I was told 3 months not 5 days when it came to trying the system. I face to face said I cant afford this. I found out that it takes three months for them to get their commission so he needed me to wait the 3 months so he can be paid. Which is why theyre trained to do so.Business Response
Date: 04/05/2024
April 5, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21512335
Complainant: *************************
Vivint Account #: ********
Date of Agreement: January 11, 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. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund of the equipment line of credit with Fortiva, and a refund of payments made directly 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:04/01/2024
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.
2017 - 2024 WE FIRST SIGNED UP FOR THIS SECURITY SYSTEM IN 2010, WE HAVE HAD NOTHING BUT PROBLEMS WITH IT SINCE. WE HAVE TRIED TO CANCEL IT ONLINE & HAVE CALLED TO CANCEL SEVERAL TIMES, THEIR AUTOMATED SYSTEM WON'T EVEN LET MY CALLS GO THROUGH ANYMORE.Business Response
Date: 04/08/2024
4/8/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: 5/15/2017
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to cancel Ms. ******’s account. Ms. ****** has no
further obligation to Vivint. Ms. ****** 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 LegalCustomer Answer
Date: 04/08/2024
Complaint: ********
I am rejecting this response because: I asked for no0 further contact & yet my husband & i are both still being solicited by them. Until we are taken off of their list we will consider this harassment.
Sincerely,
******** ******Business Response
Date: 04/15/2024
4/15/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: 5/15/2017
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
Vivint has added their number to the ‘Do
Not Contact’ list. Vivint apologizes for any inconvenience this has caused.
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 LegalCustomer Answer
Date: 04/15/2024
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:03/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint had consistently not been able to provide the services that I paid for I have reached out to several reps
The problem is that I got this security system to protect my home. It no longer allows the playback feature or the live feature. I had have updated this equipment multiple times. It goes offline often forcing me to reset my power to my entire house. The connectivity is crappy. I troubleshoot with the customer service every time. I am fed up with this system not being able to function properly. My vehicle was stolen and I wasn't able to rewind. My neighbors vehicle was tampered with and I wasn't able to watch a clip because the system had failure.Business Response
Date: 04/05/2024
4/5/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: 9/9/2020
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to cancel Ms. ******’s account without penalty. Ms.
****** has no further obligation to Vivint. Ms. ****** 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 LegalCustomer Answer
Date: 04/08/2024
Complaint: ********
I am rejecting this response because: I want to be sure that the amount owed will not be sent to collections. I am in agreement with the decision but i want to be sure that both payments including citizen will not negatively effect my credit and be sent to collections. Also, how do I return the equipment.
Sincerely,
******** ******Business Response
Date: 04/12/2024
4/12/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: 9/9/2020
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
Ms. ******’s account and equipment loan
have been forgiven. Ms. ****** has no further obligation to Vivint and
Citizens.
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 LegalCustomer Answer
Date: 04/15/2024
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.
I would Like confirmation that the remaining balance will not be owed and that my account will not be sent to collections ultimately affecting my credit.
Sincerely,
******** ******Initial Complaint
Date:03/30/2024
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 has misled us on agreements to their services. They get you in with the promise of when paying your equipment off. You can cancel their services without penalty. The equipment was paid off in 1 month! I have been arguing with them for over a year now. To only lead to two 6-month deferments. On top of telling them I no longer live at the address during that time. That I was no longer living in a house, You get pushed to several different teams to get no sound resolution. Recently I got back into a home. I attempted (stupid me) to see what we can do with my account. I was pushed to buy equipment, and this would overwrite the past account history. With no subject to continue without contract past eq. pay off. WHY am I obligated is what I asked myself? Long story short the installer came. I requested I receive the paperwork to review. Never came via email. When the installer was attempting to get me to sign for the work to be done. The price was 2x as agreed on. There was no highlighted portion of agreement as agreed on their service termination. I told the installer to go. I won't not sign on anything that was not agreed on. This is border line criminal attempt here. Spent lots of hours to still get nowhere with them. They dont care if your equipment is paid off. They just want to see you buy more. No matter the situation. They state they record everything. When i requested review. They stated the recording was bad on initial call to them. Go figure. Even the sale rep denied things.Business Response
Date: 04/08/2024
April 8, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21507888
Complainant: *****************
Vivint Account #: ********
Date of Agreement: January 4, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he has been misled by Vivint regarding his service term and equipment costs. He also explains that he moved from his home and has not been able to get a good resolution from Vivint. ************** desires a billing adjustment.
A Vivint representative has reached out to ************** via email to confirm that this matter is resolved. Mr. ****** account is cancelled as of April 2, 2024 and he has no further obligation to Vivint. Vivint apologizes for miscommunication or undue delay during the process of moving, deferring, and cancelling Mr. ****** service.
************** 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
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