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:03/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint did not have techs to move my equipment after I moved and now my credit is getting destroyed on Vivint mistake!!!
Business Response
Date: 04/02/2024
April 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21491917
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: May 7, 2022
To Whom It May ***************** have reviewed the information provided by Mr. ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ******************** via email and phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, ******************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/02/2024
Complaint: 21491917
I am rejecting this response because: They are willing to close the account but with me paying off the equipment the THEY failed to remove before the new people moved into my old home they had all August of ************************************************************************************************************ to foot the bill and I do not think it is fair . I was trying to make this happen till I filed with the BBB . I do not think it is fair that they are not owning up to their lack of techs .
Sincerely,
*****************************Business Response
Date: 04/08/2024
April 8, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21491917
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: May 7, 2022
To Whom It May ****************** his rebuttal, ******************** states that he is not satisfied with Vivints resolution of cancelling his service Agreement but leaving him responsible for the equipment cost. He claims that Vivint failed to pick up the equipment from his home before he moved.
Vivints records show that ******************** contacted Vivint on August 22, 2023, after he had moved from the home, and advised that he would like the Vivint system transferred to his new home but would need to work with the realtor to get access to the equipment at the old home.
******************** signed a System Purchase and Services Agreement with Vivint and financed his equipment with ************* on May 7, 2022. The Agreement with Vivint had a sixty (60) month initial term, and Vivint has forgiven the remainder of that Agreement for ********************. His contract with Citizens remains and he is responsible for paying off the equipment he purchased and left in his previous home.
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: 21491917
I am rejecting this response because: I contacted Vivint month before I even moved and called about my equipment removal before the new guy moved into my old home and 1 month when he moved in it was in my contract that all of my stuff would be out before the guy moved in Vivint told me along with my closing lawyer and my realtor sitting at the table signing for my new home they did not have any techs to go remove all of my stuff at the moment I am not lying to anyone I have witness to back me up . Then when the new buyer moved in he said if anyone comes get anything out of the house now his walls will be fully painted no patch painting where the panel the fire alarm and glass break sensor walls and the doorbell sensor holes and camera holes filled and painted I contacted them multiple times to get it before he moved in and I moved out BUT they are a company will deny that I contacted them they are right everyone else is wrong !! If companies and businesses did the right thing by their customers there will be no need for Lawyers and the BBB
Sincerely,
*****************************Business Response
Date: 04/15/2024
April 15, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21491917
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: May 7, 2022
To Whom It May ****************** his rebuttal, ******************** states that he contacted Vivint a month before his move but that Vivint failed to pick up the equipment from his home before he moved.
Vivint stands by the resolution of forgiving the remainder of ********************** service Agreement, but his equipment was financed through ************* and he is responsible for his contract with them.
The equipment financed by ******************** belongs to him, and it is his obligation to either remove it prior to selling his home, or to add the cost of it into the sale of the home. Vivint has no record of a request for a technician to help move the equipment prior to August 22, 2023, but the removal of ********************** equipment from his home is his responsibility and Vivint cannot forgive his balance with another company.
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: 21491917
I am rejecting this response because: Vivint is lying to you guys I have proof 2 eye witness when I called them on speaker phone and they said they had no techs to come get my stuff and move it to my new home like the advertised !! It is a typical company wiggle to get out of doing the right thing !! Citizen told me Vivint could call them close the account and up to them if they want the equipment or just leave it there as simple as that !! I do not look for Vivint to do the right thing on THEIR mess up to prove that they have no techs is when my system went down they try to walk me thru fixing it I have zero tech in electronics !! I sat at my kitchen table and watched the ************ my system a door sensor went out on 2 doors and Vivint tried to say its not their sensors and I sat and watched the guy install it I had no prior alarms on my home so they can put that lie to rest !! I am not looking for Vivint to do the right thing they have the money from the bank already that is all they are about the money . Vivint comes in blowing smoke up your tailpipe just to get you to sign up and look you in the eye and say if you move we will move your system with you HA I found out big LIE !! Vivint will not do the right thing for me so it will be my job to stop and save folks from believing the sign up lies that Vivint tells just to make a buck
Sincerely,
*****************************Customer Answer
Date: 04/16/2024
It was an phone call while I was sitting at the table with the realtor and the lawyer they heard the call . I will check with the realtor see if she put it in the contract when they said they were comingInitial Complaint
Date:03/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Labor Day weekend 2023 a representative from vivint came to my home and sold me additional equipment. Once I received my bill, the equipment far exceeded the amount I was told. Within 24 hours I called vivint to cancel my order for the upgraded doorbell, the glass break, storage for the outdoor camera. I kept the outdoor camera (without the additional storage) as well as the spotlight. The total price charged should have been $519.99 because there was a sale that weekend. However I was charged $1483.95. To date I have only received a refund for $640.45. I am still owed $323.51. I called multiples in September, October, and November. Each time I am told my refund is being processed however I have not received a refund yet. I want my money. It is disappointing that this company is sending out representatives who give out false information and then refuse to give me my money back for equipment I do not possess.Business Response
Date: 04/03/2024
April 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: *********************************
Vivint Account #: *******
Date of Agreement:
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 provide a refund for the 20% discount she did not receive and $105 for the installation fee that should have been free. ******************** 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:03/26/2024
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 the doorbell camera for almost a year now and the doorbell camera already isnt working. We didnt have it working for a month. I called last Monday for tech issues and they couldnt help me so they sent me a new one that I just got today with no screwdriver. I got told that they wont send a tech out to replace the old one. I think thats unprofessional, I dont know how to work with the wires they said its easy no its not its like a 20 step process messing with wires. When someone askes for a tech please send one out thats crazy to me that I got told no. Fix that!!!Business Response
Date: 04/02/2024
April 2, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21490688
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: June 27, 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 install a replacement doorbell camera at no cost. ******************** 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: 04/02/2024
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:03/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The resident at **** ***** ** St. Louis MO 63130 was sold and Vivint was contacted several times to have service disconnected due to the property being sold and they have refused to disconnect service knowingly the service to this date is not being used. We are asking that service be disconnected at a address that is no longer associated with my living arrangements. The property was sold June 2023 and Vivint continues to bill me for service at this address. No money is being offered for refund or to satisfy the price of the equipment that has been paid consistently. I am still being billed for service when proof of bill of sale has been offered to help close the account.Business Response
Date: 04/01/2024
April 1, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: November 1, 2017
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that **** ***** ** St. Louis MO 63130 was sold, and she contacted Vivint several times to cancel the service. She states Vivint refuses to cancel the service. Ms. ***** states Vivint continues to bill her. Ms. ***** desires a billing adjustment.
A Vivint representative has attempted to contact Ms. ***** via email in efforts to resolve this matter. Vivint has requested that Ms. ***** provide further account information as they are unable to locate the account of Ms. ***** with the provided information.
Upon receipt of further information, Vivint will be able to provide a proper resolution for this matter. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/01/2024
Complaint: ********
I am rejecting this response because:I did receive an email and I have responded right back immediately with proper information. The address was a typo. The correct address is **** ***** **. University City, Mo 63130. I am still asking for the same resolution.
Sincerely,
******** *****Business Response
Date: 04/08/2024
April 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: November 1, 2017
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her rebuttal, Ms. ***** states that she has provided Vivint with the correct information. Ms. ***** desires a billing adjustment.
A Vivint representative has attempted to contact Ms. ***** via email in efforts to resolve this matter. Vivint has cancelled the account without further penalty to Ms. *****.
Ms. ***** has no further obligation to Vivint and may contact Vivint’s representative (************************) with any further questions.
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:03/26/2024
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 recently completed a buyout from adt to vivint. I explained to the salesman that came that I have synchrony and safe haven to pay off, I even showed both of my accounts and what was owed to both. I was reassured several times that I would get enough to pay off both adt accounts for the buyout/switch. The ONLY reason I switched to vivint was because I was assured that I would get a buyout amount to pay off both equipment and remaining contract. I have 3 witnesses to this as well. Of course, nothing in writing per what vivint says they need. I would NOT have switched for just the remaining bill to be paid because then I would have to pay the synchrony card for equipment off on top of pay the new vivint bill. I do not have the money to afford that. I would either like the remaining to pay off the synchrony like I was told to me would happen or to refund and cancel my vivint.Business Response
Date: 04/01/2024
April 1, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21490518
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 11/30/23
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel her Vivint Agreement and loan once the equipment has been removed from her home. ************* 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: 04/01/2024
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:03/26/2024
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 July 8, 2023, I called and purchased a Vivint security system. I never received the package and notified Vivint on July 13, 2023, I spoke to Wilson, after receiving an email stating the package had arrived that I would like to cancel the order. Due to the security issues, I was having I could not wait for another package to be sent and decided to purchase a different security system at a local store. The call had dropped during the process of cancelling but since no one called me back I assumed that the order had been cancelled. In September I contacted Vivint as I was receiving invoices from them. I assumed when I received one in August it was just because the invoice went out automatically and overlapped with the time I called to cancel, and the invoice being sent. When I received another invoice in September, I reached out to Vivint to as I was confused why I was receiving invoices on a service they were not providing me and since I had cancelled. I spoke with Kieran who said he was a manager. He stated that he does have notes where I called and canceled but since the call was dropped, they never completed the cancellation. I was not aware of this as no one had called me back. I assumed it was cancelled. He stated that since the 30 days has passed, I can no longer cancel even though he sees in his notes that I did cancel a well within the 30 days due to never receiving the security equipment. I asked if he could tell me if he shows the system had been activated and he stated that he does not show that it had been. I am now in collections for a service I have never received from Vivint due to them not processing my cancellation on July 13, 2023. 5 days after placing the order and well within the 30-day mark. I do not see how I owe a debt for services Vivint has never provided to me. I only paid the company 151.47 which my bank has refunded me back due to never receiving the item.Business Response
Date: 04/01/2024
April 1, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *******
Vivint Account #: ********
Date of Agreement: July 10, 2023
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******* and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account of Mr. ******* from collections and to waive the associated fees. Mr. ******* 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: 04/01/2024
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:03/26/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I would have selected no star if they had one. I was led into Vivint by a persistent salesperson who called my phone so many times a day. I told her before hand that I had no internet services at home, but I was assured I was not going to be charged until I have internet and Vivint starts monitoring. I was also assured I was not going to be charged when I decide to cancel within 30-day trial period. She (the sales rep) then sent a technician to my house to install the equipment. I was then told by the technician that they (Vivint) had a similar experience with the previous owner whereby internet services was an issue. I called Vivint and told them what the technician said and that I don't want to continue the services anymore. After a couple hours on the phone with them, they refused to cancel the service but rather assured me that they were going to extend my trial period for 90-days, and not going to charge me until I get internet service restored. On my next statement I found out that they had charged me even though there were no internet services at my house. I called and firmly told them to come and get their equipment and cancel my service. After almost 3 hours on the phone with them I was told they were going to send a technician to my house to check if I had no connectivity, and if so then they will cancel the service, take their equipment and refund my money. The technician confirmed no connectivity, only for Vivint to tell me they can cancel my services but cannot take the equipment away and refund my money. Lots of assurances that we could cancel without any penalty - only to be told when I did cancel that I would still have to keep a $2,400 equipment even though I cancelled within the trial period. I would be so grateful if BBB could do something to rectify this company's shady and thievery sales tactics!Business Response
Date: 04/03/2024
April 3, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21488861
Complainant: *********************
Vivint Account #: ********
Date of Agreement: January 12, 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, refunding all payments made directly to Vivint. ************ may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/25/2024
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 recently upgraded my Vivint system after being offered to have the remaining loan balance removed if I upgraded early. However, despite agreeing to this offer, I continued to receive bills for the old loan. Each time I called to resolve the issue, I was met with confusion and promises to investigate, but no resolution. This has resulted in multiple calls, lengthy wait times, and frustration with the lack of follow-through on Vivint’s part. Furthermore, I have not been compensated for the considerable amount of time I have spent on these calls, which is exacerbated by the inaccuracies in the notes on my account.Business Response
Date: 04/01/2024
April 1, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: *******
Date of Agreement: August 28, 2019
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 offered to have his original
loan forgiven if he was to upgrade. Ms. **** states that he is still receiving
bills for his original loan. Mr. **** desires to have the original loan
forgiven as offered.
A Vivint representative has attempted to reach out to Mr. **** to
assist with this matter via email. After reviewing the account, Vivint agrees
to forgive the remaining balance on the original loan with Citizens effective
January 2, 2024, when the upgrade took place. Vivint has also provided a credit
in the amount of $83.45 covering one month of the monitoring service fees.
Vivint’s records indicate that Mr. **** signed a Purchase and Services
Agreement (“Agreement”) on August 28, 2019. On March 4, 2024, Julia called due
to the account status, saying that she was offered loan forgiveness. On March
25, 2024, Mr. **** called due to being offered loan forgiveness and to have his
upgraded equipment placed on a Payment Installment Plan (PIP). Mr. **** stated
that he is now paying on both the loan and PIP. Mr. **** would like to have the
system uninstalled if Vivint can not honor the loan forgiveness as offered.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. **** may contact Vivint’s representative with any questions or
concerns he may have.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/01/2024
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:03/25/2024
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.
Date of Cancellation was 6/28/22, returned all equipment after receiving return label from Vivint.
Continued withdrawing fees until I was able to speak to someone on 3/29/23 where I reluctantly agreed to pay fees to "zero balance my account and secure Cancellation "
3/29/23 paid agreed amount of $353.55 AND $489.30 to their equipment provided (Citizens Loan) although I had already rerurned all equipment in June 2022. I sent Notice of Cancelation email as required by Vivint on same day.
After not hearing anything and receiving no more bills or payment withdrawals, a new bill was sent on 11/22/23 for monitoring/usage as normal??
After several attempts of calling, holding and then being disconnected, on 12/19/23 i was able to speak with Daniel C**** @ Vivint. He verified on accurate notes were on my account as I stated and was confused how this wasn't settled? He had me send another N.O.C. email on 12/19/23 to again settle it, said they find my other one?
1/29/24 three separate amounts were withdrawn from my bank by Vivint, fraud case was opened with Huntington and was validated as fraudulent, fees returned to me!
I have since received monthly bills again...please help!???
I worry this will never stop and eventually they will go through Collections and ruin my credit with fraudulent business practices like they continue to use...please helpBusiness Response
Date: 04/01/2024
4/1/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ****
Vivint Account #: *******
Date of Agreement: 7/16/2019
To Whom It May Concern:
I have reviewed the information provided
by Mr. **** and
appreciate the opportunity to respond.
A resolution has been agreed upon. To
assist Mr. ****, Vivint has agreed to cancel his account without penalty. Mr. ****
has no further obligation to Vivint. If Mr. **** has any questions or concerns,
he may contact the representative.
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: 04/01/2024
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:03/25/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased my Vivint Equip. on September 23, 2022. The equip. itself is through a line of credit through Citizens Pay of which I still owe ********. We have window sensors, door sensors, carbon monoxide detector, smoke detector (freeze/heat). I've had multiple issues with the smoke detector where the system alarms that there is smoke detected in the house (all of which has been false alarms), this has happened at least 10 times within the last three months. Whenever the system alarms I have so many seconds to scan my home, and disarm the panel if it is a false alarm or the fire department will show up! I have reached out to Vivint multiple times requesting a technician to come out they request me to give three days that would work for me, I comply. ***** hours pass I reach out again the new agent that I speak with says that the appointment was "cancelled" but doesn't give a reason why. I have never cancelled an appointment with these people because you can never get them to come out. I shouldn't have to pay monthly for a service that is faulty. At this point I wish to return the equipment and no longer have to pay for the monthly service through Vivint or pay Citizens Pay. I have a family to protect and I would rather pay for a different service provider.Business Response
Date: 04/03/2024
April 3, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21481562
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 9/23/22
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 send a technician to resolve the issues with her smoke detector and has placed a credit on her account for 1 month. ************** 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 Legal
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