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
- 8,407 total complaints in the last 3 years.
- 2,987 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:03/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed up for vivint as was quoted a price they was far lower than the actual price. The equipment installed is a not working and isn't good quality. The install damaged our walls the equipment we were charged $3600.00 over 5 years installments and were not notified until the card expired and they sent a bill/ this is extreme price gouging. The equipment wont work and they are refusing to cancel and refund us for the contact and equipment. Someone stole from our property from our hose and the security system didn't work or record the theft. we want a refund and cancelation of all debt. We will go to court over this. Cancelation is failure to provide services Vivint guaranteed.
Business Response
Date: 03/07/2024
March 7, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21371751
Complainant: *************************
Vivint Account #: *******
Date of Agreement: January 30, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that when she signed up for Vivint,she was quoted a price far lower than the actual price. **************** states that she is dissatisfied with the equipment quality. **************** states that her walls were damaged during installation. **************** states that she was charged $3600 over five years for the equipment and was not notified till her card expired and she received a bill. **************** states that the equipment does not work and Vivint refuses to cancel the agreement. **************** desires to have the monitoring service agreement cancelled and to be refunded for the agreement and equipment.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost and provide a two-month recurring credit covering the monitoring service fees. Vivint has opened a home damage case to have the wall damage repaired.
Vivints records indicate that **************** and **************** signed a Purchase and Services Agreement (Agreement) on January 30, 2023. Vivints records also show that **************** participated in audio and video Pre-installation survey (survey) on January 30, 2023, agreeing to both payments; the monthly monitoring service fee with Vivint and monthly equipment fee with Citizens. On March 1, 2024, **************** called Vivint to cancel due to financial hardship,saying the equipment was not installed properly, and the equipment not working properly. **************** stated that a camera failed to capture theft from her property in the front yard.
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 LegalCustomer Answer
Date: 03/07/2024
Complaint: 21371751
I am rejecting this response because: We are not only upset with the contract but also the service. We are upset that we after having things stolen from us. Vivant didn't record the man except walking away. We also had kids egg our cars at night that was not detected either. When we called we were answered by a person in *****. who didn't know where I lived or how to pronounce our name or where we live. He couldn't understand us and we couldn't understand him. We signed up for a security system. This isn't security. Vivint. has failed over and over at providing us security. We would like out of the contract and the equipment taken out of our house. ?this is a Breach of contract on ******'s side.Sincerely,
*************************Business Response
Date: 03/11/2024
March 11, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21371751
Complainant: *************************
Vivint Account #: *******
Date of Agreement: January 30, 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 complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost. Vivint also agrees to work with **************** to resolve the damage that occurred during installation. **************** 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: 03/12/2024
Horrible service and Equipment. ****************** and now even the backdoor are malfunctioning. I still this is a failure to provide a security service.
Complaint: 21371751
I am rejecting this response because:
Sincerely,
*************************Customer Answer
Date: 03/12/2024
They have failed to provide a security system. I was paying for a service that was not provided. I want the system removed from my house and contract canceled. I am discussed by Vivint and I see why they have a low rating or not even accredited.Business Response
Date: 03/22/2024
March 22, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21371751
Complainant: *************************
Vivint Account #: *******
Date of Agreement: January 30, 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 spoken to **************** regarding scheduling a Smart Home Professional. **************** is aware that Vivint is working with their scheduling department for an appointment that works with Ms. ******* schedule. Vivint has agreed to provide an additional two-month recurring credit covering the monthly monitoring service fees while working with ****************. **************** 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: 03/22/2024
Complaint: 21371751
I am rejecting this response because:
Now the alarrn system is auto locking doors and self arming itself. We are really disappointed about the quality of service.
Sincerely,
*************************Business Response
Date: 03/28/2024
March 28, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21371751
Complainant: *************************
Vivint Account #: *******
Date of Agreement: January 30, 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 scheduled a Smart Home Professional for April 6, 2024, with an arrival window between 12:00 pm 4:00 pm to complete a full system check replacing any equipment deemed necessary with the same/like equipment at no cost. Vivints representative will follow up with **************** after the appointment to ensure all of Ms. ******* concerns are resolved. **************** 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:03/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Called and cancelled service last sept, received confirmation email stating it was cancelled, keep being charged for a service I now longer have. Account#******************************** ************* <****************************************************************>?You ?Hi *****,Per our conversation we have escalated your request up to our backend to cancel service.Business Response
Date: 03/06/2024
March 6, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21371296
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 15, 2017
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 removed the account of ******************** from collections. The associated fees have been waived and the account has been closed. ******************** 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:03/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been a customer since 2010 and have been a satisfied customer until 7/*****. I have moved my services a few times with no issues, and I own all the equipment. On 7/2023, I tried to cancel my monitoring services 7/8/2023 because I had built a new house and was planning on installing new Vivint equipment. I was told I could only suspend my services for a couple of months because I had verbally agreed to a contract that would expire in April of 2024. Of course, they tell you this is being recorded before every conversation. I asked them to provide a verbal confirmation, and I was told I would get an email with the verbal confirmation recording. I have called back several times (7/8, 7/20, 9/20, 11/9, 11/9, and 12/7) to request the verbal agreement confirmation, and no email with the verbal confirmation as of today. I have been charged ***** since 10/2023. I tried to cancel the payment, but the system will not allow me to cancel it because I must have a default payment. My profile shows I do not have an active account.Business Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21371266
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 7/4/15
Date of Extension: 4/6/21
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint ************** states that t he tried to cancel service in 7/2023. He built a new house and was planning on installing a new system. He was told that he had agreed to a verbal contract that would expire in 6/2024 and could only suspend his contract for a couple of months.. He requested a copy of his verbal agreement but has not been provided with it.
Vivint agrees to cancel Mr. ****** agreement effective 12/5/23, forgive the remaining months of his extension agreement and provide a refund for payments after 12/5/23.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 7/4/15 with an initial term of sixty (60) months. Vivints records indicate that on 4/6/21, ************** agreed to reduce his monthly fee from ***** to ***** with a 36-month verbal agreement that ends on 4/6/24. Vivints records indicate that ************** called on 7/6/23 request options as he planned to move. He was offered a premium move and said he would call back. Vivints records indicate that ************** called on 10/5/23 and after being informed that he had extended his contract, he asked to defer his account. *********************** records indicate that Mr. ****** account did not defer, remained active and is due to end on 4/6/24.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Although the charges are valid under the terms of the agreement, Vivint has agreed to the above resolution in a gesture of goodwill. ************** has no further obligation to Vivint and may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/01/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sold home in CA with Vivint security system installed, canceled our account July 31,23 an email was sent to Vivint's customer service email with all information needed, confirmation email received.
Aug 23- looking through bank statements noticed we were still getting charged the Vivint security fee. Contacted Vivint and was assured our account was canceled and we would no longer get charged and a refund would be applied to the bank account on file, informed the wait period was 30 days.
Nov 2nd 2023- No refund was applied to bank account, contacted Vivint again they stated they "were not sure" how it "fell through the cracks" but it was not canceled. Assured me they "escalated" our case and our refund would be applied to bank acct. If any additional charges came up we would be refunded those as well. Informed me we had to wait an additional 30 days for our request to be fulfilled. we were again charged for the Vivint service on nov 13th.
11/30/2023 contacted Vivint again, spoke with kevin account was still pending to cancel, stating i had an "outstanding balance" with a lender through vivint that I had to pay off n we wouldn't get our refund until then. Upon further investigation they were wrong and assured me our refund would be in our bank acct.
12/28/2023 No refund to acct.Contacted vivint again was told they weren't sure how we haven't got our refund. Said a check was issued to our old address when new address was provided in august. Said a new check would be issued and we had to wait 14 business days.
01/17/2024 No check. Said check was sent jan 9th and it can take up to 15 business days to arrive. Said to check back on Jan 30th.
01/30/24 Jan 30th contact vivint again,no check was received.Was told they sent the check to old address again and i needed to wait 15 business days again to receive new check. new address provided again.
02/29/24 said check was sent to old address again for the 3rd time. new address provided to them.
3/1/24 called again said i have to wait 15 business days.Business Response
Date: 03/07/2024
March 7, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* and *****
******
Vivint Account #: *******
Date of Agreement: August 13, 2020
To Whom It May Concern:
I have reviewed the information provided
by Mr./Ms. ****** and
appreciate the opportunity to respond.
A Vivint representative has reached out to Mr./Ms. ****** and
a resolution has been agreed upon. At this time, Vivint has agreed to have the
refund check reissued and mailed to their current mailing adding **** ********** **, Lake Havasu City, AZ 86406. Mr./Ms.
****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/07/2024
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,
******* And ***** ******Initial Complaint
Date:03/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have a major safety issue with a neighbor which is why I purchased the Vivint system. The doorbell camera doesn't work efficiently. My neighbor's door is 4 inches from my door and it doesn't record the neighbor or the neighbor's guests leaving and entering consistently. When I try to transfer a recording to my phone, the transferred recording doesn't include sound. Lastly, if someone is talking within 6 feet of the camera the sound is very muffled. Over the course of the last six months, I have contacted Vivint several times regarding this issue. Due to my safety concern, I wanted them to remove the camera and take it off of my bill so that I can install the camera that I had previously. The camera I had previously worked consistently and efficiently. Instead of Vivint honoring my request, we tried the following things in the last six months:1. Troubleshooting the problem on my own.2. Troubleshooting the problem over the phone with a customer service representative.3. Sending a technician to troubleshoot by changing the setting on the panel and checking the doorbell.4. Replacing the doorbell camera twice(December and January).None of these options have corrected the issue. I do not want the service anymore. They refuse to honor my request. I am forced to live in my home with this faulty equipment. I am at my **** end.Business Response
Date: 03/08/2024
3/7/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21323929
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 9/2/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains she is dissatisfied with the service and equipment. ************** requests cancellation of her account.
********************** has agreed to cancel and refund *************** account upon receipt of the equipment. A representative has contacted ************** via email.
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: 03/19/2024
I accept the offer Vivint has suggested which is to cancel my service and provide a full refund upon receipt of the equipment.Customer Answer
Date: 04/02/2024
I would like to reopen this case. I have reached out to Vivint twice and STILL have not heard from them regarding my settlement. I am now receiving texts about a missed payment. I will not pay a company who is not providing adequate service.Business Response
Date: 04/08/2024
4/8/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21323929
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 9/2/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A system removal appointment has been scheduled. ************** should receive her refunds within 7-10 business days.
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: 04/09/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Customer Answer
Date: 04/29/2024
I'd like to reopen this case. Vivint promised to give me a full refund. I was only refunded $800 when the cost of the equipment was approximately $3,000.Business Response
Date: 05/03/2024
5/5/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21323929
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 9/2/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Citizens was notified on April 9, 2024 to reimburse ************** any payments made. ************** should contact Citizens regarding his refund.
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:03/01/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cant view my cameras and now vivint wants to charge me for them to come check their own camerasBusiness Response
Date: 03/06/2024
March 6, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21369575
Complainant: Jomayra ********
Vivint Account #: *******
Date of Agreement: September 25, 2020
To Whom It May ***************** 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 provide a technician free of charge to address the system issues that Ms. ******** is experiencing. Ms. ******** 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:02/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My vehicle was broken into in January and the security camera at my home was not functioning properly. I had no footage to share with with sheriff's department concerning the break in. That break in caused $800 in property damage. I called Vivint to cancel my service because it did not provide me the security I needed. I was transferred to the loyalty department. The loyalty department offered to replace and install a new camera free of charge to retain my business. I agreed with the understanding that this would not extend my contract or start a new contract. Vivint loyalty said it would not and the camera install and camera would be free of charge. The camera was installed January 17th with no issues. On February 13th, I was charged $563.64. My monthly monitoring fee is $30.66, meaning the camera and install were not free. I have called multiple times since February 13th and spent hours on the phone with Vivint. The account is annotated correctly but no one has the ability to refund any of the funds. Today, 2/29/24, I held on the phone for well over 2 hours with ***, employee ID # *******, for a supervisor. The supervisor never approved *** to refund the money and never came to speak with me on the phone. I reaching out for assistance with refunding the money I was never to be charged.Business Response
Date: 03/06/2024
March 6, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21368274
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: May 20, 2016
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that his vehicle was broken into, and the camera was not functioning properly. He states he was unable to provide footage to the sheriff. **************** states this incident cost him $800 in property damage. He states he requested cancellation due to the service not providing security. **************** states he was offered a free replacement camera, to which he agreed. He states he was charged $563.64. **************** states Vivint has not yet resolved this issue. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has refunded **************** the amount of $527.98, the total cost for an outdoor camera and installation. **************** can expect his refund to arrive within the next five (5) business days.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 20, 2016. On January 16, 2024, **************** requested to cancel his account due to an issue with the outdoor camera not working. Vivints records show **************** was approved for a free outdoor camera. On February 13, 2024, **************** reported that his free equipment offer was not honored.
With the provided information Vivint has refunded **************** as listed above. **************** may contact Vivints representative directly with any further 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:02/29/2024
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.
A few years ago I had a home video security system Installed by Vivint. It has never worked properly. Employees have ************** it and still it does not work properly. I was was later informed by Vivint of a program to install solar panels on my roof. Unbeknownst to me, Vivint owns the solar panel company. Most recently, it has come to my attention by Vivint that they have my home, which has been paid off for years, under a lein. When I asked why, I was informed it was done as a means to make sure they company received payment on their investment and was effective for the next ***** years. I do not remember signing anything like this.The equipment does not work, they will not come pick it up for return and I have not seen any financial benefits of the solar panels. I do not want the alarm system anymore or the solar panels or anything else to do with Vivint. I especially do not want my home under any type of lean. Due to my age, 72, I feel I was targeted by this company and taken advantage of as I am a senior citizen.Will you please research this matter and keep me apprised of the outcome? This is very distressing and I would like to reach a resolution quickly. I can be reached via cell, email or US postal.Deepest regards,*********************Business Response
Date: 03/06/2024
March 6, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21365306
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: June 4, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that her system has never worked properly. She states she was informed of a Vivint solar program to install solar panels on her roof. **************** states that it has been brought to her attention that Vivint has her home under a Lien. She states she did not sign anything relating to this. **************** states her system does not work and she has seen no financial benefit from the solar panels. **************** desires to have all items belonging to Vivint and the solar company picked up and the Lien removed.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers to provide a technician free of charge to address the system issues **************** is experiencing. Vivint is also working with the Solar team to provide a resolution for the Solar portion of Ms. ******* concern. Vivint will be contacting **************** with further information pertaining to that.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on June 4, 2019. On January 9, 2024, **************** reported that a piece of her doorbell camera came off and requested a technician to resolve the issue. On February 19, 2024, **************** noted that her equipment was not working and requested the cancellation of her Vivint Agreement. Vivints records show on February 22, 2024, **************** accepted a save offer for $4499 for forty-eight (48) months a free doorbell camera, two (2) free door/window sensors, a free motion detector along with free installation.
With the provided information Vivint offers a technician free of charge as listed above. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/28/2024
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.
A door to door salesman came and convinced me to switch my alarm service from my current provider. I have no complaints about that other than I told him I did not want it on my credit card he assured me was just being used for identification purposes. However, the billed my credit card for several months until I had to provide my bank information to bill me. They would not accept monthly bill payments. Skip to current, I sold my home. I left the equipment in the home. I have to pay the remaining $1500 balance, no problem. Vivint came and took it and sold new owner more equipment. Now they want me to continue to pay for monitoring services until the equipment is paid off. However, they are charging the new homeowner monitoring services as well. How can you charge me for a service you're not providing me and getting paid for. I am paying monthly for the equipment. That's my responsibility. However, then you come along and take the equipment. Then sell the homeowner new equipment. They are double billing. Profiting from predatory practices.Business Response
Date: 03/05/2024
March 5, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21363193
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: September 11,2020
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivint has agreed to forgive the remaining balance of the monitoring service agreement,however, ******************** will remain responsible for any balance remaining on the equipment loan with Citizens. ******************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/28/2024
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 reaching out to you in a state of urgency and desperation, seeking assistance with the multiple issues I have encountered with the home security system provided by your company. As a single mother residing in the city limits of **************, where safety is a concern, I turned to Viviant Home Security for protection against break-ins and vandalism targeting my car and home. Despite the initial promises of security and surveillance, the reality has been disappointing. The security cameras installed failed to capture clear footage of the culprits targeting my car, and attempts to upgrade them were complicated by subcontractor concerns about installation feasibility and additional electrical work. The lack of coordination and miscommunication between technicians and representatives has made resolving these issues frustrating and time-consuming.Moreover, I have been charged incorrect amounts, placed on unwarranted payment plans, and left vulnerable due to malfunctioning equipment such as door sensors. The suggestion to purchase additional equipment due to the failure of previous items has added to my financial and security concerns. Despite purchasing an upgraded camera with a spotlight to address the issues, the lack of communication and service compelled me to take matters into my own hands.After facing numerous challenges and purchasing additional equipment, I discovered that your company had been deducting hundreds of dollars from my account without authorization for several months, in varying increments. I urge you to promptly investigate these discrepancies, refund the erroneous charges, and ensure the proper functioning of the security system in my home. My safety, financial well-being, and peace of mind are at stake, and I implore you to address these pressing issues without delay.Business Response
Date: 03/06/2024
March 6, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21363021
Complainant: *************************
Vivint Account #: *******
Date of Agreement: February 23, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that the cameras failed to capture culprits targeting her car. ************ states that she has been charged incorrect amounts, placed on payment plans, and left vulnerable due to malfunctioning equipment. ************ desires the equipment to function properly and to be refunded the erroneous charges.
Vivints representative has attempted to reach out to ************ in an effort to resolve this matter via email. After reviewing the account, ********************** refunded the amount of $570.31 on March 4, 2024, back to the original payment method. Vivint also provided a credit in the amount of $570.31 covering the duplicate charge.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on February 23, 2022. ************ called Vivint on September 29, 2023, to add additional cameras with spotlights, and 24/7 playback. She was quoted $1480.60 which included a 20% discount. On September 30, 2023, when the Smart Home Professional went out to install the cameras it was determined only one could be installed. At this time ************ decided to cancel the 24/7 playback feature. October 17, 2023, a payment was received for the purchased camera and spotlight in the amount of $570.31. February 29, 2024, ************ called Vivint regarding her bill and being charged for equipment when she already paid for the camera w/spotlight in full. ************ was also set up for a payment installment plan for the camera w/spotlight.
To resolve this matter, Vivint agreed 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 LegalCustomer Answer
Date: 04/08/2024
Updating the Better Business Bureau on my complaint against Vivant Home Security about the refund. Despite assurances for almost 60 days, they claim the refund was processed incorrectly. They promised April 5 as the final deadline, but I can't reach anyone for an update.Business Response
Date: 04/12/2024
April 12, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21363021
Complainant: *************************
Vivint Account #: *******
Date of Agreement: February 23, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she has not yet received the refund as promised and has not been able to reach anyone at Vivint for an update. ************ desires to receive her refund.
A Vivint representative has reached out to ************ in an attempt to resolve this matter via email. After reviewing the account, Vivint is in the process of reissuing the refund check in the amount of $570.31 and sending it via Federal Express. ************ will be notified of the tracking number just as soon as it is available. Vivints representative has scheduled follow up call with ************ on April 16, 2024, at 9:00 pm CDT.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on February 23, 2022. ************ called Vivint on September 29, 2023, to add additional cameras with spotlights, and 24/7 playback. She was quoted $1480.60 which included a 20% discount. On September 30, 2023, when the Smart Home Professional went out to install the cameras it was determined only one could be installed. At this time ************ decided to cancel the 24/7 playback feature. October 17, 2023, a payment was received for the purchased camera and spotlight in the amount of $570.31. February 29, 2024, ************ called Vivint regarding her bill and being charged for equipment when she already paid for the camera w/spotlight in full. ************ was also set up for a payment installment plan for the camera w/spotlight. On March 4, 2024, ************ called Vivint regarding the refund has she had yet to receive it. ************ was informed the transaction was processed incorrectly and would need to be researched. On March 14, 2024, the refund check was reissued and mailed to the billing address on file. As of April 8, 2024, ************ had not received the refund and reached out to Vivint. She was asked to give it a couple more days. On April 9, 2024, ************ called Vivint about the refund. The billing address was verified by Vivints representative. It was determined that the billing address on the account was incorrect and updated.
To resolve this matter, Vivint is providing 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 Legal
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