Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,377 total complaints in the last 3 years.
- 2,972 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date: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 LegalInitial Complaint
Date:03/18/2024
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.
On March 16, 2024 I was locked into a 5 year contract with Vivint. Prior to signing up, I was given the costs of the equipment, and it was significantly different than what it actually is. It’s important to note that I only received the actual costs after signing the contract. Aside from the financial inconsistencies, I encountered issues with the monitoring system itself. My doorbell rang a couple times in the middle of the night, waking me from my sleep, playback works sometimes, and there are instances in which it didn’t record at all. Spoke to a rep today and was given mixed information in terms of cancelling. I am writing here to ensure that my cancellation is honored in lieu of mixed info.Business Response
Date: 03/25/2024
March 25, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: ********
Date of Agreement: March 16, 2024
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 prior to signing up she
was given the cost of the equipment which was significantly different than what
it actually was. Ms. ***** states that she did not receive the actual cost till
after signing the contract. Ms. ***** states that she has called to cancel and
wants to make sure her request is honored. Ms. ***** desires to return her
equipment, her account cancelled, and a full refund.
A Vivint representative has reached out to Ms. ***** to assist with
this matter via email. After reviewing the account, Vivint agrees 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 all
payments made directly to Vivint.
Vivint’s records indicate that Ms. ***** signed a Purchase and
Services Agreement (“Agreement”) on March 16, 2024. On March 18, 2024, Ms.
***** called Vivint requesting an email as proof of her cancellation. March 19,
2024, Ms. ***** called Vivint to confirm she wanted to continue with her
cancellation request. On March 20, 2024, Vivint received Ms. *****’s written
notice of cancellation. March 21, 2024, Ms. ***** called to follow up on her cancellation
request.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/18/2024
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.
Cancelled services by mail in June of 2023. They have continued to take payment out of my account every month since even after repeated phone calls.Business Response
Date: 03/29/2024
March 28, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21449494
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: January 22, 2016
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he sent Vivint a notice of cancellation in June 2023 but is still being charged for service and is getting phone calls.
A Vivint representative has contacted ************** via email in efforts to resolve this matter. Vivint has cancelled Mr. ****** account and is sending him a check in the amount of $692.00 to refund monthly payments made since July 2023.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on January 22, 2016 with an initial term of forty-two (42) months and a monthly services fee of $80.99 (plus any applicable taxes). Vivint does not have record of receiving Mr. ****** written notice of cancellation in June 2023, but recently received a notice on March 18, 2024.
To resolve this matter, Vivint agrees to the above resolution. ************** has no further obligation to Vivint and he may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/18/2024
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.
Was told by the sales rep **** that we would have 30 day trial because we were apprehensive. Within a week we decided we are unhappy with the service. We contacted **** and got no response. We then contacted the vivint customer service and kept getting the run around. We finally were able to talk to someone at customer service and was told they will escalate to **** and ***** manager. Then we were told they are working on cancelling the service. This has been weeks since no resolution. We want them to take the system out of our house and be done. It has been well over a month since we initially contacted them. Money has been drafted from our account. We were lied to. This was unfair deceptive practice on vivints part.Business Response
Date: 03/25/2024
3/25/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21449319
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 2/2/2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that he was given a 30-day trial period and he made efforts to cancel the account within that time period. Despite his efforts, Mr. ****** account has remained active.
To assist **************, Vivint is willing to cancel his account and refund all payments upon receipt of the equipment. A representative has contacted ************** via email to schedule an appointment for the system removal.
By way of explanation, Vivints records show that ************** did not provide a Notice of Cancellation until after the 30-day period had ended.
Despite this information, Vivint agrees to the resolution above.
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:03/18/2024
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.
Yes I’ve been with this company since I moved into my new home.. I was bombed rush I have been having issues since day one jan.2022 technician put a hole in my wall, didn’t say anything my cameras really don’t work, I have had three techs come out the last one I was charged $99 when the tech came out nothing wasn’t even done just conversation.. A representative I spoke with today mar.18 name Mitch was very rude I asked for a manager about cancellation of my services dues to all the issues, I have been an unsatisfied customer.. I have been charged for items on my account and I shouldn’t have.. I had a small kitchen fire alarm went off I’m paying for monitoring services and my home is not even being monitored.. I want my contract cancelled.. Their is poor customer service and the guys yall hire to promote your services are rude I was talked into this so called contract nothing was told up front and the services is awful I wouldn’t recommended to anyone… I was told fortiva pays up front that mean vivint is paid for already I would owe them yall can have yall equipment back all I want is cancellation of services and removed from my credit file.. I can’t believe this place is still open taken advantage of people on top of all this I was diagnosed with cancer cant work want cancellation of services and can’t …Business Response
Date: 03/27/2024
March 26, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: 1/14/22
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 she has been having issues with her system since it was installed. She claims to have been charged for items that she should not have been. She had a small kitchen fire and feels she is not being monitored.
Vivint agrees to cancel Ms. ******’s account. Vivint agrees to forgive Ms. ******’s past due balance, her early termination fee and the 34 months left on her agreement.
Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (Agreement) on 1/14/22 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ****** spoke with multiple representatives on 3/18/24. She was told that she had a contract buyout of $1708.08 for the remaining 34 months of her Purchase Agreement. Vivint's records indicate that Ms. ****** stopped paying her monitoring fee in December 2023 and her account is currently 3 months and $211.47 past due. Vivint's records indicate that her service is currently being monitored, Vivint’s records indicate that the reason Ms. ******’s alarm would not notify the fire department is because she did not purchase a Vivint smoke alarm which would have been monitored.
A representative from Vivint has reached out to Ms. ****** in an effort to resolve this matter. Vivint has agreed to the above resolution. Ms. ****** will remain responsible for her equipment loan but has no further obligation to Vivint. 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 Legal
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