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:02/28/2024
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 has been extremely difficult to work with. I have attempted to resolve the issue of my two created accounts since February 2023. I have called and get transferred to various individuals none who can really help me with anything. I’ve asked to speak to a manager but I get told I’m not able to speak to anyone but the agents. They created a second account when I tried to just transfer my equipment from a home I was renting to an existing account and my owned home since I was moving back to my owned home. Every-time I call or get transferred to another person it’s like they don’t have notes on the issue or the client. Some of the agents have been extremely helpful but most have been extremely inaccurate in the information I receive. I have been on the phone with them anywhere from 1hr -2.5 hours. Just now, 2/28/2024, my call was dropped after being placed on hold trying to resolve a supposed collection issue. I am willing to pay my cancellation buy out because I’m extremely unhappy but this collection should not be.
Business Response
Date: 03/05/2024
March 5, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: 10/3/20
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 a second account was created when she tried to transfer her equipment from the home she was renting to a home she owned with an existing account. She is willing to pay the cancellation buyout but is very unhappy that the account went to collections
Vivint needs additional information in order to assist Ms. ***** and resolve her issue.
Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on 10/3/20 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ***** has not made a payment since 5/27/23. Vivint’s records indicate that Ms. *****’s service was terminated and sent to an outside collection agency on 8/28/23 due to nonpayment. Vivint’s records indicate that Ms. ***** submitted her required written notice of cancellation on 2/28/24, 6 months after her account was cancelled due to nonpayment. Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on 5/11/18 with an initial term of sixty (60) months on a second account which is still active.
A representative from Vivint has reached out to Ms. ***** in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ***** may contact Vivint’s representative directly to discuss options to resolve her complaint.
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: 03/13/2024
I am not in agreement with the business’s response. According to what they shared:
Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on 10/3/20 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ***** has not made a payment since 5/27/23. Vivint’s records indicate that Ms. *****’s service was terminated and sent to an outside collection agency on 8/28/23 due to nonpayment. Vivint’s records indicate that Ms. ***** submitted her required written notice of cancellation on 2/28/24, 6 months after her account was cancelled due to nonpayment. Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on 5/11/18 with an initial term of sixty (60) months on a second account which is still active.
This is the type of response I receive. For example during my last call trying to resolve the issue, vivint agent told me that my 2018 contract has ended and is no longer an active account. Vivint agents do not work together to provide correct information. In regards to my 2020 contract I was under the impression that I was making the payments because I have been making payments and just recently was charged $60 on my account. When I have asked for the 2018 contract to be ended since I was told it was no longer an active account. So what am I paying?So the question remains, who am I paying? If not, Vivint? who am I paying and what account is being paid?
They always talk about two accounts being created when I contact the Vivint business line and I’m always being met with frustration because supposedly they make notations to my account yet no one seems to know a thing and resolve no issues.
I would like to end my business with Vivint and not have to pay anything because they do not value their customers, nor respect them with accurate information.Business Response
Date: 03/19/2024
March 19, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: 10/3/20
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ***** ***** and appreciate the opportunity to respond.
Vivint agrees to remove Ms. *****'s account from the outside collection agency, forgive any past due balance and keep it closed. If Ms. ***** wishes to have her service reactivated, Vivint agrees to remove it from collections, reinstate the service and waive her past due balance.
A representative from Vivint has reached out to Ms. ***** in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ***** may contact Vivint’s representative directly to discuss options to resolve her complaint.
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: 03/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is somewhat satisfactory to me.although I agree with:
“Vivint agrees to remove Ms. *****'s account from the outside collection agency, forgive any past due balance and keep it closed.”
I would like to end all business with Vivint as I continue to be charged for a service that was discontinued and is not active for the past 5 months due to their error of payment. I have been a loyal customer and have been treated subpar by their customer service team and their support teams,
Sincerely,
***** *****Initial 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.
****** was very rude and arrogant with me. I ended up raising my voice at her. This has been so extremely frustrating for almost a year now I had to change my bank account because ********************** kept pulling money out of my bank account to pay for the services that I didnt even have anymore, and now my credit score is being affected from this and has dropped 33 points because of this.Business Response
Date: 03/04/2024
March 4, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21359957
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: June 23, 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 close the account of ******************** and remove the account from collections. Vivint has waived the associated fees. ******************** 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.
As directed by Vivint customer service an email was sent for notice of cancellation on 12/12/2023. I was continually billed after service disconnected and account still showed active. I called customer service many times and was assured that the account would be cancelled and refunded which is still has not been as of 2/28/2024Business Response
Date: 03/06/2024
March 6, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21359242
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: July 2, 2019
To Whom It May ***************** have reviewed the information provided by Ms. *************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she was continuously billed after sending her cancellation notice on December 12, 2023. ****************** further explains that she contacted Vivint and was told the account would be cancelled and refunded but that was not done as of February 28, 2023. ****************** desires a billing adjustment.
Vivints records indicate that Ms. ******** account was cancelled on March 5, 2024, and a refund in the amount of $104.28 was issued via check. ****************** will receive this refund within 5-7 business days and Vivint apologizes for any undue delay in this process.
For any additional questions or concerns regarding this matter, ****************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/27/2024
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 talked countless hours with vivint about a situation with the billing of my equipment. They've made multiple promises to refund money and fix the issue but have never followed through with what the loyalty department claims. I paid my equipment off in 2022 and in 2023 vivnt submitted a charge me off to the credit bureau for charges they claim I owe but their system shows I paid it off. They're claiming it's an issue with the finance they use and they can't help. The finance company claims I owe them the money. If I owed them the money why did they stop charging me. This is getting out of hand and needs to get resolved it's affecting my credit fraud entry.My second complaint is they fraudently made charges to my account during my move from ************** to ******. The technician charged me for multiple prices of equipment that he did not install in my house. Vivint has promised multiple times to refund the money and they have not.Business Response
Date: 03/04/2024
March 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21356596
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: May 22, 2020
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In his complaint, ************ explains that he is being overcharged for his equipment and has been promised a refund multiple times, but it was never followed through. He also explains that he was fraudulently charged during his move from ************** to ****** by the technician for equipment that was not installed. ************ desires a billing adjustment.
A legal representative from Vivint has attempted to contact ************ via email and phone to resolve his concerns.
Vivints records show that ************ signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $54.99, and total equipment fee of $1,123.46 that was financed through Citizens, plus applicable taxes, during that term. Vivints records further show that following his move, on July 19, 2023, a technician was sent to ************** home to reinstall his equipment at no cost.
************ may contact ********************************** / ************) directly if he has 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:02/27/2024
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 has been misleading us since the moment we signed up. Their door-to-door salesman showed up at our home on March 23rd, 2021. First, the quoted price was incorrect, and we had to contact the BBB to have the monthly fee corrected. For the past year, the system has constantly displayed low battery symbols. I have called numerous times for support. I have claimed in my closet and attempted to fix what they thought was the issue while remaining on the phone. Finally, on January 3rd. I gave up and called for them to send someone to figure out why the system beeped all day and showed a low battery. The representative I spoke to never stated there was a $100 in service fee. I agreed for the service person to come to our home on 1/17/2024. After speaking to the rep, we noticed that our DRV service mysteriously disappeared and stopped working. We were dealing with an issue and could not rewind past December of 2023. We did not make any changes to the services and were not informed DVR service would stop. When the technician arrived, he stated there was nothing he could do. During our initial installation, the old sensors that came with the home were used instead of the new sensors as promised. Vivint could not service the sensors show my system continues to display low battery. He stated we could still arm the system. We asked what was the purpose of arming the system if the sensors were not working correctly. He did not make any repairs or change anything. He said, "You are going to be billed $100". We were shocked. The rep offered to send a technician out. She never stated there would be a fee. Of course, we were charged $106 for a visit that didn't include any repairs or services. I called customer service on 1/22/2024 and they stated that the fee would be reviewed. The rep offered to remove me from auto-pay until the issue of the $100 was resolved. Vivant never called back to discuss the charge or fix the error. They immediately started calling about a past-due balance of 106. They have called my husband's phone to collect the past due without ever resolving the issue. When we checked our original contract, it stated that we would be charged once repairs were completed. There were no repairs completed. Furthermore, the original sales rep spent more time pressuring us into joining Vivant than clearly stating what would happen once we signed up. I would like Vivant to zero out the balance of 106. I will continue to pay for my equipment until it is paid off. I want to end my monitoring contract with Vivant. We would like our DVR service to be restored so that we can export our videos our of the Vivint cloud system. The entire experience has been riddled with deception, poor equipment, and poor customer service.Business Response
Date: 03/05/2024
March 5, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21356204
Complainant: *************************** 8275871
Vivint Account #: *******
Date of Agreement: 3/23/21
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel her service, forgive the remaining months of her agreement and her past due balance. **************** 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: 03/08/2024
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. **** listened and addressed all of my concerns.
Sincerely,
***************************Initial Complaint
Date:02/27/2024
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 became Vivint customers in August of ******************************************* the contract for 5 years. In October 2022 we sold our house and as part of the sale we left the paid for equipment as we didn't plan to transfer Vivint to our new home. On 10/14/2022 I contacted Vivint to cancel our service. I asked for email confirmation that we were done and he verbally said yes it cancelled. I was told there would be a three way call between Vivint, myself and the new owner to confirm the take over of the equipment. That call took place so I felt confident that all was complete. I called on 11/14/2022 because ***** was charged to my account. I was told my cancelation was pending and that I would get a refund. I called 12/09/2022 this time I was told I had to send an email stating why I was canceling and request a fund. I sent this email many times and have called month after month and given the "pending" story. I have had numerous contracts of all sorts and this is the most difficult company to cancel with. Why would I pay month after month for a service I am no longer using? I have requested a refund in the amount of $823.52 for charges 11/2022 thru 2/2024. Please help me get this refund and cancelation.Business Response
Date: 03/04/2024
March 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21355045
Complainant: ******* Morgan
Vivint Account #: *******
Date of Agreement: August 8, 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 agreed to refund **************** $824.99 for her overpayment. **************** can expect her refund to arrive back on her card in the next five (5) business days. **************** 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:02/27/2024
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 continues to provide me with a secured home. The equipment issues have not been resolved in 3 years plus. Just today 2/27/24 another technician failed to provide quality service and it was piggybacking the poor customer service that I got yesterday. They Failed to bring the equipment needed for the job. This was more the sales departments fault that the technician didn’t have the proper equipment and sensors on his truck. My security and the security of my family is jeopardized everyday. Now I have to take off work again to accommodate yet another tech to come out with sensors.
A crime happened in front of my house a month ago and my system failed to record or allow me to rewind. Vivint fails to make the issue right. All they wanna do is sell me more equipment at a high price instead of properly installing my original equipment that is now outdated because they never sent another technician out to fix the prob in 3 years. Every tech that has come out always says I’ll have to call back for addition service
Vivint keeps trying to comp me $47 for all my troubles and not correct the problem by replacing my the equipmentBusiness Response
Date: 03/04/2024
3/4/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ****
Vivint Account #: *******
Date of Agreement: 2/2/2016
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
In her complaint, Ms. **** explains her
frustration with her service.
To assist Ms. ****, Vivint has waived the
balance on her account. Vivint is willing to send a technician or ship Ms. ****
any missing equipment. A representative from Vivint’s Legal Department has
contacted her via email to address her 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: 03/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I have attached the balance of my account to this response.
I appreciate you responding and pls note that I am currently waiting for the sensors to be shipped as said. As well as the credit to my account. I would also like to correct the beginning of my complaint that should’ve read “vivint continues to NOT SECURE my property.
also, pls be advised that I never received the glass break sensor as the one that was installed did not work properly and the technician that was here on 2/27/24 could not perform the test but did not replace it . I hope to get all of these matters resolved as I have been paying a bill for the past 3 years for a service that I can not use at all
Thanks for you time and attention
******** ****Initial Complaint
Date:02/27/2024
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 went into a contract with Vivint Smart Home company in October of 2020. We thought we were in a different agreement based off of what the salesman stated. We were told they had 0% interest financing and that we could cancel the services at any time after our equipment was paid off. A couple of months in we realized we were being charged interest, so we very quickly worked towards paying off our equipment. As time went on we started having a lot of problems with our equipment and service so we decided after about 4 years to cancel our services with them and go with a different home security system. We have been trying to cancel our services with them for almost a year now. They will not terminate our services still to this date unless we pay them the amount they would charge monthly through the 5 years, which they state is the contracted time. We are continuously being charged every month, even though we now long have their equipment installed nor are we using their monitoring service. Every time we call to try and get anything resolved we are disconnected from the call, which takes close to an hour, to get nowhere. This company is very fraudulent in their claims.Business Response
Date: 03/04/2024
3/4/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: 10/4/2019
To Whom It May Concern:
I have reviewed the information provided
by Ms. ***** and
appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint
has agreed to cancel Ms. *****’s account without penalty. Ms. ***** has no
further obligation to Vivint. At this time, Vivint has agreed to. Ms. ***** may
contact Vivint’s representative directly if she has any questions or concerns
regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/27/2024
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 with this company for almost 9 years now. The last 2 years have been the worst experience and headache Ive ever had to deal with. I dont know how many more times I have to complain to corporate for something to be done about my home system that doesnt work. I am disabled and cannot get on ladders to fix these broken down cameras and monitor that never works. I have had several technicians at my home and no resolution has ever been made. But than because I refused to pay the bill until it was finally fixed once and for all. Vivint took it upon themselves to deduct over $400 from my bank account without any authorization and over drafted my bank account by $300 which left me with barely any money for food to feed my family because of this disgusting company. I have asked multiple times and to get out of this contract so that we no longer have to deal with this unprofessional alarm company that sells defaulted products that never work that are still installed in my home and when you call and complain, the only thing that they tried to do in the loyalty department and sell you more stuff that you dont need rather than fix the problem that you still have nowBusiness Response
Date: 03/04/2024
March 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21352715
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: April 5, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that that her system and cameras do not work. She states Vivint deducted over $400 from her account. ****************** desires to be contacted by Vivint.
A Vivint representative has attempted to contact ****************** via email and phone in efforts to resolve this matter. Vivint has offered the following two (2) resolutions. 1) a downgrade of the *** garage door controller and a refund of the garage door controller and spotlight pros to the Equipment Line of credit. The addition of a second panel to the home of ****************** and a second service in order to support the cameras located in Ms. ******** home. 2) cancellation of the remaining Vivint monitoring contract and Equipment Line of Credit without further penalty.
Vivints records indicate that ****************** signed a Purchase and Service Agreement on April 5, 2019. On July 31, 2023, ****************** made a cancellation request due to equipment issues. On August 3, 2023, ****************** reported equipment issues and made a cancellation request. On December 12, 2023, ****************** reported equipment issues and several technicians no shows. On January 21, 2024, ****************** reported panel screen issues. On ****************** February 3, 2024, ****************** ****************** reported that she was overcharged and requested that the charge is removed. On February 9, 2024, ****************** made a request for cancellation of her account.
With the provided information Vivint has offered the above two resolutions. ****************** 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:02/27/2024
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 missed three payments did not know Because I didn't know My notification didn't work or my **********'t came in in a mail. I let them know. I was laid off a work and I couldn't pay it. And I still was asks me for 2 hundred and fifty dollars And I told them I will be picking up my paper check Friday. At the job I was at. Don't have any bank around I have to go at my bank and cash it and see how much I get mine don't have that much. I'm trying to give me another job so that I can pay it off. Or try to lower the cost for people with disability Right now I do not have the money to get them. And I wish they would turn it on back on. Because it's really people are breaking in a apartments houses It used to be a good area when I was staying there I was on their finances fovrit $1500 was $45. Month and paying another amount with Vivint They just have bad communication with me And they didn't understand what I was saying to them. To get on a payment plan and they want two hundred dollars for the payment plan That I didn't have . I do not have a picture to take of my billBusiness Response
Date: 03/04/2024
March 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21352606
Complainant: ******************;
Vivint Account #: *******
Date of Agreement: May 9, 2023
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************ via phone to resolve her concerns. At this time, ************ must work with the outside collections agency to settle the balance of her account.
*********************** records show that ************ signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $62.98, and total equipment fee of $1,874.19 that was financed through Fortiva, plus applicable taxes during that term. Vivint relied on ************** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Vivints records further show that ************ stopped making her monthly payments after May 5, 2023. As such, the account was cancelled for non-payment on February 28,2024 and was transferred to an outside collection agency.
Vivint agrees to the above resolution. ************ must work with the outside collections agency to settle the balance of her 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 Legal
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.