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
- 8,400 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:02/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 7,2023 I sold my home with my paid off security system. I called Vivint that night and attempted to cancel my service. I was told by the customer representative that I needed to give a 30 day notice and send an email detailing my need for cancellation and reasoning and then the account will be canceled. I agreed to giving that notice, emailed them and paid the last time payment. I was told after the 30 days my account will be officially canceled. I asked if my debit card information can be deleted following the cancellation of my account and I was told yes. January 23 comes around and another payment was taken out of my account from **********************. I called customer service line again and reported that they have Charged my account when I no longer have their services and account is canceled. I was told that it was a mistake and that they will fix it on their end + refund me. I again asked if they can completely delete my debit card information, and they agreed. February 20th 2024 comes around and Vivint charged my account again! I called Vivint customer service twice reporting the need to refund my money and delete my payment information again off of my canceled account. I was then told that my account had turned back active on their end and they needed to Redirect me to management for this account to be closed again and my payment information to be deleted and money to be refunded. They told me that it would take 48 hours from the phone call and the claim for a refund and I would hear back from a manager. I have not heard back from a manager and has required me to continue to call customer service to try to get through to someone. At this time, no resolution with my account and no refunding of my money. I have since called my bank and submitted claims with them, and they have temporarily refunded my money, until my claims have been resolved.
Business Response
Date: 02/29/2024
2/29/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21340125
Complainant: Shatiquea ****
Vivint Account #: *******
Date of Agreement: 6/20/2020
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ***** account and refund payments made since January of 2024. ************ will receive her refund within ***** 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 LegalCustomer Answer
Date: 02/29/2024
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,
Shatiquea ****Initial Complaint
Date:02/23/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled my account, following all of Vivint's requirements, back on 9/21/24. The account is still active and they continue to tell me the same thing when I call that they acknowledge it should be cancelled as of 9/21/23, and that they will get it taken care of but it never does get taken care of. **** goes by, and I get charged again. I called on 11/20/23, 12/11/23, 12/18/23, and 2/23/24. I have received two case numbers: ********* and *********. I have wasted countless hours and this just goes in circles.Business Response
Date: 03/01/2024
March 1, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21337779
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 9543431
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 his account effective 10/2023. **************** has no further obligation to Vivint and may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint 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.
Sincerely,
***************************Initial Complaint
Date:02/23/2024
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 home alarm system has had issues i was unknowingly put in 5 year plans since 2008 *** so over this alarm system company I HAVE NO INTEREST TO SIGN UP WITH THIS COMPANY I DONT WANT ANY THING TO DO WITH THIS COMPANY THEY WANT TO COME OUT AND PUT MORE JUNK IN IM OVER VIVNT. AND HERE IM PAYING FOR JUNK THAT IF U PUT THE ALARM ON ITS A NIGHTMARE TO GET IT TO GO OFF .IM STUCK PAYING 5 MORE MONTHS FOR JUNKALL I WANTED WAS LET ME OUT OF THIS CONTRACT STOP TAKING FROM ME BUT NOOOO THEY WANT PAID FOR JUNK I NOT GOING TO BE TRICKED INTO ANOTHER 5YEARS I WILL NEVER RECOMMEND THIS SERVICE IM PAYING FOR JUNK I NOTHING FOR MY MONEY GET ME OUT OF THIS CONTRACT .THIS IS BADDDD BUSINESS PRACTICE .Business Response
Date: 02/29/2024
February 29, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21337280
Complainant: ***********************
Vivint Account #: ******
Date of Agreement: May 16, 2008
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 the Vivint monitoring account without any further penalty. **************** 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:02/23/2024
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 8/31/23 A woman named **** came to my home for the second time offering **************** for a better price with Vivint. I had an ADT alarm system that I had been paying for and had no issues with. ***** enrolled me for credit with ************* to pay for the cameras and equipment and I did not know that until I was getting two bills which led me to wonder who and what is *************. I called Vivint to cancel the service and returned the equipments to a young man who finally came to my house and picked them up. They refused to cancel the services and ************* told me that they will have to send my name to collections for the close to $3000 for the equipments. Both of these companies are being deceptive to consumers. I need help with this matter.Business Response
Date: 02/29/2024
February 29, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21337004
Complainant: ***** Bayard
Vivint Account #: ********
Date of Agreement: August 1, 2023
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she was enrolled for a line of credit with ************* to pay for her equipment without her knowledge. She further explains that she called Vivint, and a young man came to her house to pick up the equipment. **************** desires the cancellation of her services and no further billing.
At this time, Vivint agrees to cancelled Ms. ******* Agreement and Citizens loan if the equipment is returned.
Vivints 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 $44.99, and total equipment fee of $2,915.92 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on Ms. ******* representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Vivint agrees to the above resolution. **************** may contact ********************************** / ************) to return or confirm the location of her equipment. Following this, Vivint will refund all payments made, cancel her Agreement and credit the balance owed on equipment loan within 5-7 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 LegalInitial Complaint
Date:02/22/2024
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.
Hello I have been a customer of ******************** for 7 yrs I signed an agreement that they would warranty all equipment for life as long as I kept the service active. Today I called because my doorbell camera is not working correctly.They agreed to come fix the door bell camera if I paid $99 for a technician to come out or $9.99 month for a protection plan. I was told they were bought out and change the terms. I have a lifetime warranty on my equipment! This is extortion! Plain and simple! That was not in my agreement and I should not have to pay because they sold to new company! I pay my bill every month and have honored my terms of the agreement they need to also! I even offered them to mail me the equipment and would install myself and call in to get it activated, but was told I have to have tech come and only way to make that happen is to pay for the protection plan! Extortion!! I will not pay itBusiness Response
Date: 02/28/2024
February 28, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21334416
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 5, 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 ship a replacement doorbell camera pro and ******************** has agreed to complete a self-installation. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:02/22/2024
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 want to complain about the deceptive practices of the VIVINT sales team on June 21, 2023, who came to my home around 2 pm and left around 1 am after assuring me that they could beat my current Alarm services provided by ADT who only charged me for service and equipment for 45 dollars month for my two homes at **************************************************************************** and ********************************************************************************* as it was apparent at the time the sales representative knocked on my door after he promised that VIVINT would beat ADT's prices as we waited for the technician to arrived which was around 630 that evening, he had me sign in a small dark listed iPad form agreeing to the services and in which I found difficult to read as I am severely disabled handicap veteran who has bad eyesight due to neck and back injuries from war. I trusted this man at the time and every time he went out of my house to speak to his supervisor to get the best deals I found this suspicious later I complained to VIVINT about this issue as well as found out that I was being charged four times as I did not agree to sign up to buying over $4000 worth of equipment, I have contacted VIVINT in numerous occasions to close my accounts as well as I am in Bankruptcy. I just got off the phone again with VIVINT ************) and when I asked to close my account they again hung up on me. I am being charged randomly at $400, $81, $46, and $73. I want to report deceptive practices and lying to consumers as these sales representations and VIVINT has not lived up to the promise of honest customer service. I have called Citizens who I did not know at the time is also taking money from my account monthly for $66.00 and the representative stated that VIVINT is the authorization authority that allows them to withdraw the funds. I learned a valuable ****** and I want the Better Business Bureau assistance in stopping these types of deceptive practices as this has created a financial burden all together and I am in Bankruptcy.Business Response
Date: 02/29/2024
February 28, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 213334342
Complainant: ***********************;
Vivint Accounts #: ******* / 9940671
Date of Agreement: June 13, 2023 PSA signed
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that the sales representatives came to his door on June 21, 2023, at which time he was promised that Vivint would beat ADTs monthly prices of $45.00 for equipment and services. ****************** states he found he was being charged 4 times what he was previously paying and that he was signed up for a $4000 equipment loan. He states he has made several attempts to close the account. ****************** desires a refund.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on June 13, 2023, for S-******* and S-9940671. Both Agreements have been signed and clearly list the equipment pricing separate from the monthly service fee. Vivints records also show that ****************** signed a Schedule of Equipment and service on both accounts that lists the equipment pricing.
A Vivint representative has attempted to contact ****************** in efforts to discuss this matter. Although the records show that ****************** signed up with Vivint for services and acknowledged the costs associated with the equipment, we understand Mr. ******** concerns and are willing to work with him to reach a resolution. ****************** 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 LegalCustomer Answer
Date: 02/29/2024
Complaint: 21334342
I am rejecting this response because: When you take advantage of having the sales representative showing the tiny ipad that has not print or form that is clear to sign an tells me this is what needs to be checked off for services is very deceptive, why do you continue to assert fault when I have tried to call and close these account due to false promises to beating ADT services and prices. I should have this complaint listed in yelp and on ****** to warn all the other consumers of this ordeal I am dealing with. Also, here's my bankruptcy case number: Case Number 19-00914-5-PWM. The sales clerk new full well I was in Bankruptcy and still he assured me it was okay, according to my attorney you need to stop harassment. Please close this account and stop the overcharging of senior citizens and regardless if you have a contract that overcharges and is deceptive I have rights as a consumer to stop these deceptive practices as your sale representative failed to assure customer satisfaction and beat ADT prices. I have tried numerous times to contact your office directly and the call keeps getting dropped. I'm a the point of publishing my dissatisfaction on ****** review and yelp. Please stop this nonsense.
Sincerely,
*************************Business Response
Date: 03/06/2024
March 6, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 213334342
Complainant: ***********************;
Vivint Accounts #: ******* / 9940671
Date of Agreement: June 13, 2023 PSA signed
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that the sales representatives took advantage of having tiny print on his IPAD. He states he has tried to call and close the account due to false promises and **************************** states the sales representative knew he was in bankruptcy. ****************** desires a refund and the cancellation of his services.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on June 13, 2023, for S-******* and S-9940671. Both Agreements have been signed and clearly list the equipment pricing separate from the monthly service fee. Vivints records also show that ****************** signed a Schedule of Equipment and service on both accounts that lists the equipment pricing.
A Vivint representative has attempted to contact ****************** in efforts to discuss this matter. Vivint offers removal of the installed equipment at both locations. Upon removal of the equipment Vivint offers cancellation of the remaining Vivint monitoring contract and equipment line of credit associated with both services without further penalty. ****************** 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:02/22/2024
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 had gotten Vivint installed on February 2nd. when the installation guy came out, he said he had to run my credit again and he said I had to make sure I call Vivint asap because whatever special I had before isn't showing anymore but he said don't worry they'll fix it. he also told me I have 30 days to cancel. he's also the only person that told me I'll have to make 2 different payments ever month. one to them and another to citizens bank for the equipment's, so basically I'm getting taxed twice.
I called them the next day complaining about everything. They told me they're closed on the weekend to call Monday. ok so Monday came along and again I complained about everything. they said we have to make sure you got offered a special from the beginning and they had no explanation why my credit was ran twice. I was extremely upset that they called me a liar.
After calling for 2 and half weeks straight and speaking to multiple people and everyone giving me the run around, I finally got tired of their terrible service and wanted to cancel my services with them asap. they told me I only had 3 days to cancel but I've made the same complaint since the 2nd day of installation. after 2 days of arguing with them they said ok we'll cancel your services, but you still owe citizen bank $4000. that's with them picking up the equipment.
these people are con artist, they wouldn't let me speak to a manager at all, even hung up on me a couple of time. I've been making the same complaint since the 2nd day of installation.
do not do business with this terrible companyBusiness Response
Date: 03/05/2024
March 4, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *********
Vivint Account #: ********
Date of Agreement: 2/2/24
To Whom It May Concern:
I have reviewed the information provided by ******* ********* and appreciate the opportunity to respond.
In her complaint, Ms. ********* states that she had Vivint installed on 2/2/24 and was told she had a 30-day trial. She called 2 days later because the “special” she was supposed to get was not showing up. She has been trying to cancel unsuccessfully. She desires to have the equipment removed and the account cancelled
Vivint is reviewing the account and will be contacting Ms. *********.
Vivint’s records indicate that Ms. ********* signed a Purchase and Services Agreement (Agreement) on 2/2/24with an initial term of sixty (60) months and an equipment fee of $3304.06, which states that if she fulfills her obligation to pay all amounts owing for the purchase of any equipment, then she may terminated her Agreement without penalty with 30 days prior written notice. Vivint’s records indicate that Ms. ********* participated in an audio and video recorded survey in which she answered that she understood that she was approved for a Citizens line of credit, and that she understood that her monthly payment to Citizens is separate from her monthly Vivint fee. Vivint and Citizens will charge her separately for the following amounts to Vivint: $36.47 plus taxes fees and to Citizens: $54.46. Vivint relied on Ms. ********* representations to ensure that she understood Ms. ********* commitments to Vivint as outlined in the Agreement.
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
Complaint: ********
I am rejecting this response because:
I was not told about me having 2 different payments to 2 different companies. The installer told me a different information than what the seller told me over the phone. Not one time did the seller over the phone mention anything about making 2 separate payments. So basically everything that the seller told me over the phone has completely went out the window.
The seller told me I would get 6 months free. The installer told me he had to pull my credit again and any specials I had has been removed. It was a hard pull on my credit too. He couldn’t even explain why he had to pull my credit again or why my offer was removed . I called back the next day which was on a Saturday and no one could help me with anything because they were closed. I called back Monday morning and still got the run around. No one could explain anything to me. I called back for 2 and half weeks and no one could help me with anything I was asking, Vivint even questioned me about the offer as if I was lying about it.
No one helped me with anything after several calls. These people are con artist, they wouldn't let me speak to a manager at all, they refused to let me speak to anyone in management even hung up on me a couple of time. I've been making the same complaint since the 2nd day of installation. I was with ADT for 4 years and never experienced anything as bad as I did with Vivint.Worse experience ever.
They are deceptive and change things at the installation when you really don’t have a chance to fully review.
I do not want to do business with this terrible company. They’re deceitful and very unprofessional.
Sincerely,
******* *********Business Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *********
Vivint Account #: ********
Date of Agreement: 2/2/24
To Whom It May Concern:
I have reviewed the additional information provided by ******* ********* and appreciate the opportunity to respond.
Vivint agrees to cancel Ms. *********’s Agreement and loan once the equipment has been removed from her home. An appointment has been scheduled to have the equipment removed on 3/9/24. Ms. ********* may contact Vivint’s representative directly to reschedule her appointment or if she 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/11/2024
Complaint: ********
I am rejecting this response because:everything was removed Saturday 3/9/2024
i emailed you as soon as it got removed.
so please cancel everything asap.
I need you guys removed from my credit asap
Sincerely,
******* *********Business Response
Date: 03/18/2024
March 18, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *********
Vivint Account #: ********
Date of Agreement: 2/2/24
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ******* ********* and appreciate the opportunity to respond.
Ms. *********’s equipment was removed on 3/9/24 and her account and loan were cancelled, and the loan and her credit card were refunded on 3/13/24.
Ms. ********* has no further obligation to Vivint. Ms. ********* may contact Vivint’s representative directly at (***********************) if she has any further questions 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:02/22/2024
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 June 26th 2023, we contacted Vivint to inform them that our home is sold and we will no longer need the alarm system services. We have been paying and using their services for years. Vivint sent their installer to pick up our equipment (cameras and panel) July 1st, 2023. We specifically told the Vivint rep on the phone that we will not need to transfer their services to another location since we are currently renting. Therefore, that's why they sent the rep to pick up the equipment. Here we are February 2024, and after receiving charges for this service we made numerous attempts to ask them to cancel the account since we requested cancellation, we no longer live there and the equipment is gone. We received emails with attempts from phone representatives to cancel our account, however it cannot be done. This last call attempt we made on 2.22.24 we were told that our account cannot be terminated because it is in 'deferrement status for 12 months'. We never ever asked them for this, we sold the home, and there's no equipment from them. They are just charging us for this services without us living there. This company has such bad business practices and we need to make sure that noone is being treated this way. Hope to get some resolution to this, we are hard working people and have been loyal customers. Thank you.Business Response
Date: 02/29/2024
2/29/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21332936
Complainant: Anca ***************************
Vivint Account #: *******
Date of Agreement: 12/10/2016
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ******** account and refund her account backdated to July 1, 2023. ******************** will receive her refund within ***** 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:02/22/2024
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.
False representation with sell person and second party loan and equipment I was not told about a loan for the with second party citizens bank at the time a sell for equipment I did not authorize this loan or sign a contract at the time of sell and giving and second took these charges I had 30 days to cancel but tried calling them both with numbers on letter always busy or high call volume that's what they I injure about this loan and what is it for from vivint said the its for equipment why wasn't it told to me before put into my home from second party . I just want giving to come pick up this equipment and cancel the loan at citizens that was not authorized by me I didn't sign anything and was not represented right .I am not going to be forced to pay ******* dollars for misrepresention on both partiesBusiness Response
Date: 02/29/2024
February 28, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21332841
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: May 1, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that the sales representative did not make her aware of the equipment loan. ************** desires modification/discontinuance of an advertised claim.
A Vivint representative has attempted to contact ************** to discuss this matter. ************** may contact Vivints representative **************************************** directly if she has any further questions or concerns regarding this matter.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on May 1, 2023. Vivints records that the signed Agreement shows the equipment price listed as $2,381.48. ************** also participated in an audio and video recorded Pre-Installation Survey (Survey). In this Survey ************** is shown acknowledging and agreeing to the following. 1) being approved for a equipment line of credit with Citizens Pay. 2) Two (2) separate monthly payments. $34.06 for Vivint monthly services and $40.59 for the monthly equipment payment to Citizens Pay. 3) ************** also acknowledged that the Vivint sales representative outlined the Citizens Pay terms and conditions.
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:02/22/2024
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.
Transaction on 11/11/2023-I made a payment over the phone and the automaic withdraw came due on 11/16/2023 came out of my wife's account and also there was a $32.00 overdraft payment.My wife didn't authorize the payment.That's why I paid on a early date.I called Vivint customer service and alerted them of what happened and they told me that they was going to refund the $49.00.As of this date 2/12/2024.The refund never happened .Im requesting for Vivint refund the $49.00 made on 11/16/2023 payment,$32.00 overdraft charge,which add to $81.00.Please send the check to my address.(Refer to payment history)Business Response
Date: 02/28/2024
February 28, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21282409
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: May 16, 2020
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 his concerns. Vivints record indicates that one payment of $46.42 was processed on November 15, 2023, via a card ending in 3429. No other payment was processed on Mr. ****** account until January 4, 2024.
************** may send a copy of his bank statement directly to ********************************** / ************) for further review.
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.