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.
- 2,977 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:03/21/2024
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.
been a long-time customer of Vivint, on or about 10/10/23 I received a call from a Vivint rep. He stated that because of my long-time tenure, that I was entitled to a discount. Of course, I said sure I'll take it.Then he proceeded to tell me that in lieu of the discount that I could get a free equipment upgrade. I said sure as long as it's free, "no install" "no equipment charges". he said free!! Installer shows up on the 15th asks how was I going to pay? I said whoa it's supposed to be free. I said hey never mind we need to cancel this because I was told it was free. The installer put his phone on speaker and after about 10 minutes of exchanges the other Vivint rep. on the other end agreed the install and equip was free. Shortly after a few days I get a email stating that I was under a new contract.?? I contact Vivint and let them know that was never discussed. i was informed at that time that they had to check the phone call logs. (according to them all calls are recorded and it's a 3-7 day process to review) Well after that I get a call from Macey (Vivint customer service rep) she informs that after reviewing the tapes that the guy did not use the proper language / offer whatever, so I was not under contract. I asked her for email confirmation that I have copies of. Now it's been 5 months and Vivint continues to send various charges to my chase visa card, so after 4 months I called Vivint to cancel my service. I had to finally close my chase visa card. I have filed it as fraud and also reported to the consumer prot. agency.
Business Response
Date: 03/27/2024
3/27/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: 7/19/2014
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. At this
time, Vivint has agreed to close the account. Mr. ******* has no further
obligation to Vivint. Mr. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/01/2024
Issue ,
the issue has been resolved.
Initial Complaint
Date:03/21/2024
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 paid off my equipment and cancelled my account in mid September of 2023 and moved out of state. It took 3 months for them to stop charging me and cancel my account and now it has been another 3 almost 4 months and I still haven't received a refund for the 3 months they charged me after the cancellation was requested. They supposedly issued me a refund check in February, but sent it to the old service address rather than the new address I gave them. They were supposed to reissue the check over 30 days ago to my new address and still haven't done so. Every time I call, I am being told they apologize and will "escalate" my call to someone else and that they will issue me my money, yet every time I call, I am told nothing has happened and they have just been noting my account without any action.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 16, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** explains that she paid off her equipment and cancelled her account in the middle of September of 2023. She further explains that it took three months for Vivint to stop charging her and she has not yet received a refund for the charged after her cancellation was requested.
At this time, Vivint has issued a check refund to Ms. ****** in the amount of $86.04.
Vivint’s records show that Ms. ****** signed an Agreement in which she agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 4.2). A written notice of cancellation was provided by Ms. ****** on September 28, 2023, and her account should have been cancelled on October 28, 2023.
Vivint agrees to the above resolution and Ms. ******’s account was cancelled on February 1, 2024. Ms. ****** will receive her refund via check within 7 business days from today, and she has no further obligations to Vivint.
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: 04/03/2024
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:03/21/2024
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 opened this account for a ********************** system about 3-4 years ago. I have paid every month on time since then. Since the very beginning the system would not work. Each time I tried to set the system I would get an error message. I called the company and they would reset it but still the same problems came up. I finally gave up. I paid the bill automatically and just forgot about it. In November I called Vivint and cancelled the account. I forgot to stop the auto payments so I paid them for another few months. Then I stopped the auto payments with my bank. After this I began to get collection calls from Vivint. Each time I explained that this account was closed long ago. The caller would say that they cant close the account since I owed them a bill. I explained again that i closed the account months ago and should not have a bill. I asked them to look at my account and see that i have called several times about the system never working and i have not used it. They agree but still want me to keep paying a bill I do not owe.Business Response
Date: 03/27/2024
March 27, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21465312
Complainant: *****************
Vivint Account #: *******
Date of Agreement: February 11, 2020
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she called Vivint in November 2023 to cancel her service. ************ states that she stopped making payments thinking her account was cancelled, she then started receiving collection calls from Vivint. ************ states that when she called, Vivint informed her the account was not cancelled due to having a balance on her account. ************ desires the account to be closed.
A Vivint representative has reached out to ************ to assist with resolving this matter via email. After reviewing the account, ********************** agrees to cancel with forgiveness the remainder of the monitoring service agreement effective March 27, 2024. ************ has no further obligation to Vivint.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on February 11, 2020. On January 31, 2024, ************ called saying the account should be closed. ************ was informed that the Agreement was not cancelled due to having an outstanding balance on the account. On March 21, 2024, ************ called to cancel the Agreement. ************ stated that she has tried to use the service, however, is receiving an error message.
To resolve this matter, Vivint agrees to the resolution as stated above. ************ 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:03/21/2024
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 sold ** and installed a smoke detector as part of their smart home system. The smoke detector is defective (uses up 2 batteries in about 1 month). I have made 4 complaints to customer service and They have records of the 10+ batteries the smoke detector has burned through because low batteries cause an alert in the system logs. Vivint refuses to exchange the defective smoke detector for a new one.Business Response
Date: 03/31/2024
March 31, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21463995
Complainant: *******************
Vivint Account #: *******
Date of Agreement: June 18, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that one of her Vivint smoke detectors is defective, going through batteries too quickly. She explains that she has reported it but Vivint refuses to exchange the smoke detector. **************** desires an exchange of the smoke detector.
A representative from Vivint has contacted **************** via email to resolve this matter. Vivint is working with **************** to schedule a technician to replace the smoke detector and complete a system check, at no cost.
**************** 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: 04/01/2024
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:03/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had issues with our Vivint security cameras. I have done the troubleshooting with them on the phone and it still doesnt work. They are asking for me to pay a service fee of $99 for equipment that they have provided in the system that does not work properly and less than a year old.Business Response
Date: 03/27/2024
3/27/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21463924
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 4/11/2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ explains that he is not satisfied with the equipment and does not want to pay a fee for a technician to visit his home.
To assist ************, Vivint is willing to send a technician at no cost. A representative has contacted ************ via email to schedule a free appointment for a technician to make necessary repairs.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/06/2024
Doorbell camera and backyard camera has not worked for months now. I have been paying for a service that I am not receiving. I have even done full resets on this equipment as directed and they still do not work.Business Response
Date: 05/10/2024
5/11/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21463924
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 4/11/2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ************ via email to schedule an appointment. Vivint has also added a 2-month credit to his account.
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:03/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We got a contract with Vivint on July of 2018. It was a 5 year contract and it ended on July of 2023 our payments dropped from 98 dollars to 62 dollars because the contract was paid up and our cameras were paid off. The last payment made was September of 2023 in the amount of 62 dollar from our checking account. I called in November because our equipment wasnt working properly for quite awhile and we wanted to cancel. The lady stated that she would wave our last bill and send someone out to fix it but she is just letting me know that I would have to agree to a two to three contract if they send someone out free of charge and when they do come out i will have to possibly do another 5 year contract because the equipment gets old after 5 years and quits working. She stated If I dont do the 5 year contract I will have to agree with a two to three year contract even if they cant fix it and that is a possibility because they would be sending someone out there for free and waved my last bill. Even if its not fixed? I told the lady no please just cancel our service and send me a bill for last month. She refused to cancel my service unless I paid the last bill. I told her I prefer paying her by check. She said she will not cancel. I called 3 times in November and I called in December several times. In January I told them again. They started texting me in February and I text back I canceled in November but they still wont cancel. ***** services are not even on and it is now March and we received a letter in the mail showing we owe ******. I can not get them to cancel and it has been a battle I dont know what to do. I think they are trying to get the payment high enough to put a lien on our house and that is my worse fear. I have no contract with them and all my cameras have been paid for. I can not get them to quit charging me every month. Ive contacted them multiple times I dont know what else to do. I even asked them if the calls where recorded and they stated yes. I told them they needed to cancel it started in Nov 2023 and I have text to prove it also. Please help me I dont know what to do they wont cancel I swear I have no contract with them as of July 2023 and I only owe for October and I dont mind paying for November but I have proof Ive called them multiple times with my phone bill and text messagesBusiness Response
Date: 03/26/2024
3/26/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21462927
Complainant: ******* And ***********************
Vivint Account #: *******
Date of Agreement: 6/7/2018
To Whom It May ***************** have reviewed the information provided by Mr. and ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel the account and waive the overdue balance. Mr.and ************** have no further obligation to Vivint. They may contact Vivints representative directly if they have 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:03/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Refusing to close account after being told what they needed and complied. Paid the final bill. Just want the account closed.Business Response
Date: 03/28/2024
March 28, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: 12/26/16
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 cancel Mr. *******’s account effective 4/27/23 and provide a refund for overpayment. Mr. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Promised 4 months of free service due to overcharges and bad customer service. Repeatedly charged incorrectly when I am suppose to be getting 4 months free. Vivint refuses to cancel my service even though it is crappy. Would appreciate my free months and then service to be cancelled afterwardsBusiness Response
Date: 03/28/2024
March 27, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *********** *******
Vivint Account #: *******
Date of Agreement: 3/13/20
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 that he was promised 4 free months of service. He wishes to receive the free months then cancel afterwards
Vivint agrees to one of the following:
To cancel Mr. *******’s Agreement, waive the remaining 23 months of his agreement and the $348.49 early termination fee but he would remain responsible for the equipment loan.
Provide a credit for $31.39 to zero out the balance of his billing account.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement (Agreement) on 3/13/20 with an initial term of sixty (60) months. Vivint’s records indicate that Mr. ******* called on 11/10/23 regarding a thermostat issue. Vivint’s legal representative reviewed the call and found that 7 minutes and 25 seconds into the call Mr. ******* was told that he would receive an email with a return label to return his old thermostat at no charge to him. Mr. ******* asked at 7 minutes and 39 seconds “Is it possible to have it here sooner” than the 5-7 days? He was told yes it could be expedited for $24.95. At 8 minutes and 01 seconds he stated, “that’s fine lets to that.” Vivint’s records indicate that Mr. ******* called on 12/14/23 stating that he was never told to pay for the shipping fee and refused to pay the fee. In an effort of goodwill Mr. ******* was given a credit for the shipping fee that he had asked for and agreed to. Vivint’s records indicate that Mr. ******* called on 1/18/24 regarding a charge of $184. He claimed to have never been told he had to return the thermostat and demanded a refund for the charge. He was told that the charge would be removed once he used the return label to send the old thermostat back to Vivint. He claimed to not have it. In a show of goodwill Vivint refunded the valid $184 charge back to Mr. *******. Vivint’s records indicate that Mr. *******’s bank refused payment for his March bill and Mr. ******* is 1 month in arrears. Vivint’s records do not indicate that Mr. ******* was promised 4 free months of service.
A representative from Vivint has reached out to Mr. ******* in an effort to resolve this matter. At this time, no further credits or refunds are warranted. Vivint has agreed to the above resolution and Mr. ******* may contact Vivint’s representative directly with how he wishes to proceed of 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: 03/30/2024
Complaint: ********
I am rejecting this response because: Vivint legal department has misrepresented a few facts in their response. See attachment from their customer loyalty department clearly agreeing to a refund and a credit of 4 months service to my account. Reference number *********. I think if Vivint wants to look at the facts then we should look at the full set of facts. Furthermore, if they want to reference a service agreement they should also provide that agreement. I’d also like to note that their sales people and customer service department have lied to me on many occasions. I’ll agree to the canceling of my service with them and a check for 4 months worth of service. I also have a different security camera inside my home that saves out to the cloud. I can recall the day when I signed up for Vivint and their sales guy told my wife and I that if we signed up for the service and didn’t like it we could cancel anytime penalty free and there would be no cancellation fee but we would be responsible for paying the equipment loan. I also remember the same guy telling me that although the equipment cost quite a bit if we ever had any trouble Vivint would come out and fix the equipment free of charge. Is it helpful if I find a video of their sales person making these claims in addition to this email I have attached promising 4 months free credit. Again I’ll agree to just cancel and receive a check for 4 months service.
Sincerely,
*********** *******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: 3/13/20
To Whom It May Concern:
I have reviewed the additional information provided by Mr. *********** ******* and appreciate the opportunity to respond.
Vivint agrees to provide a 4-month credit to Mr. *******’s account. The credit will cover Mr. *******’s March invoice, which has not been paid. It will also cover his April, May and June invoices. If Mr. ******* wishes to cancel, he may do so at any time but will not receive a refund for any credits on his account.
Mr. ******* was given a refund of $184 for equipment he agreed to send back to Vivint with the return label he had been sent. Mr. ******* was also given a $25 credit for an expedited shipping fee that he requested, and he agreed to pay, then later refused. Mr. ******* has been given more than was warranted for the situation created when he did not honor his agreement to return the equipment and pay for the expedited shipping fee that he requested.
A representative from Vivint has reached out to Mr. ******* in an effort to resolve this matter. Despite the information stated above, Vivint has agreed to the above resolution. No further compensation is warranted. 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 LegalInitial Complaint
Date:03/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have disputed this charge with this company since 2019. I have spoke to over 10 people in this amount of time, every time getting a new answer. Half of the time they cannot find the account, the other time they have told me there are no charges. Just when I think I have the problem settled, it will show up randomly again on my credit report. I was working with a customer service representative who I thought was resolving the issue, only to stop returning my phone calls after 2 calls. I am a single mom, who cannot afford this debt for a service that Vivent was not able to ever provide. The service did not work, I was unable to ever use this service. They never sent anyone out to fix my service, and after not charging me for a few months I figured they had just given up. After several months of calling in 2019 I finally gave up also. Here we are 5 years later and they are still trying to charge me. I moved out of that house in 2020 so there is no way that I had this service. I am so dissapointed at the fact that they are trying to pass my debt off to collections when they never provided the service they are asking me to pay for. I have said this time and time again over the last 5 years to every representative I have spoken to. Numerous times as late as Jan, 2024 I was told that there is no charge owed on my account. Somehow it is in collections though.Business Response
Date: 03/27/2024
March 27, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* **********
Vivint Account #: *******
Date of Agreement: 5/10/19
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 her account from the outside collection agency and keep the acount closed. Ms. ********** has not further obligation to Vivint and 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:03/19/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am attempting to end my service relationship with Vivint due to multiple instances of faulty equipment that represent a breach in services over the past almost two years, including:- an offline dock - offline camera (with no notification it needs to be reset unless I check manually)- inability to arm my home - false door lock/unlock notifications - missing doorbell notifications - missing door notifications - faulty monitors - charges associated with sending technicians out for faulty equipment - assurances that I have the most up to date software and equipment I would like to suspend my relationship with Vivint without having to pay the remainder in equipment charges, a total of $1960. This comes after an attempted break in to my home which I had no awareness of until I checked my own camera, which is still faulty.Business Response
Date: 03/25/2024
March 25, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21456265
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 8, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she would like to end the service due to faulty equipment. ************** states that she had an attempted break in where the camera failed to send a notification.
************** desires to cancel the monitoring service agreement without having to pay for the remainder of the equipment. Vivint provided a credit in the amount of $99 covering the on-site home service fee that was charged leaving the account with a $25 credit balance on the account.
A ********************** representative has reached out to ************** to assist with this matter via email. After reviewing the account, ********************** has provided the following offers: 1) schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost, {or} 2) cancel with forgiveness the remainder of the monitoring service agreement effective March 25, 2024, however, ************** will remain responsible for any balance remaining on the equipment line of credit with Citizens.
Vivints records show that ************** signed a Purchase and Services Agreement (Agreement) on July 8, 2022. ************** called Vivint on April 11,2023, regarding her panel being unresponsive. A Smart Home Professional (***) completed an on-site service visit on April 12, 2023, which was able to resolve the issue. On May 6, 2023, ************** called Vivint unable to disarm her panel, troubleshooting was complete, and an *** was scheduled. The *** was able to resolve all of Ms.Utseys concerns. On June 15, 2023, an *** completed an on-site service visit regarding the doorbell camera dropping offline. The doorbell camera was replaced during this visit. On October 24, 2023, ************** called regarding a frozen panel, troubleshooting was completed, and the issue was resolved. ************** called Vivint on March 12, 2024, wanting information on how to cancel her Agreement due to equipment issues. ************** was provided a $25 credit and transferred to Citizens to obtain the balance remaining on the equipment line of credit. An *** completed an on-site home visit to address and resolve concerns ************** was having with her doorbell camera. On March 19, 2024, ************** called to cancel the Agreement due to equipment issues. ************** would like to cancel the Agreement without being responsible for the equipment line of credit. ************** declined to have an *** out to address her equipment concerns.
To resolve this matter, Vivint has provided the offers as stated above. ************** 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 LegalCustomer Answer
Date: 03/25/2024
Complaint: 21456265
I am rejecting this response because: paying the remaining balance of equipment would mean that I own equipment I do not intend on keeping if I am leaving their service due to faulty security services. I offered two alternatives, one where they end my monitoring agreement and I receive reimbursement for the balance or they end my monitoring agreement and I am responsible for up to a total amount of the balance. They rejected both. I would like to go to arbitration as they have failed to provide consistent services to me and I do not want to pay to own faulty equipment
Sincerely,
***************************Business Response
Date: 03/29/2024
March 29, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21456265
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 8, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she does not agree with having to pay for faulty equipment. ************** states that she counter offered two alternatives that were rejected by Vivint. ************** desires to cancel the monitoring service agreement without having to pay for the remainder of the equipment. Vivint provided a credit in the amount of $99 covering the on-site home service fee that was charged leaving the account with a $25 credit balance on the account.
A ********************** representative has reached out to ************** to assist with this matter via email. After reviewing the account, ********************** stands by their offers originally provided: 1) schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost, {or} 2) cancel with forgiveness the remainder of the monitoring service agreement effective March 25, 2024, however, ************** will remain responsible for any balance remaining on the equipment line of credit with Citizens.
Vivints records show that ************** signed a Purchase and Services Agreement (Agreement) on July 8, 2022. In Section 3 of the Agreement, it states the following: We do not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up or any other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate. We do not warrant any work or products provided by you or a third party used in connection with your system. ************** called Vivint on April 11, 2023, regarding her panel being unresponsive. A Smart Home Professional (***) completed an on-site service visit on April 12, 2023, which was able to resolve the issue. On May 6, 2023, ************** called Vivint unable to disarm her panel, troubleshooting was complete, and an *** was scheduled. The *** was able to resolve all of Ms. ****** concerns. On June 15, 2023, an *** completed an on-site service visit regarding the doorbell camera dropping offline. The doorbell camera was replaced during this visit. On October 24, 2023, ************** called regarding a frozen panel, troubleshooting was completed, and the issue was resolved. ************** called Vivint on March 12, 2024, wanting information on how to cancel her Agreement due to equipment issues. ************** was provided a $25 credit and transferred to Citizens to obtain the balance remaining on the equipment line of credit. An *** completed an on-site home visit to address and resolve concerns ************** was having with her doorbell camera. On March 19,2024, ************** called to cancel the Agreement due to equipment issues. ************* would like to cancel the Agreement without being responsible for the equipment line of credit. ************** declined to have an *** out to address her equipment concerns.
To resolve this matter, Vivint stands by the offers provided above.************** 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 Legal
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