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
- 8,395 total complaints in the last 3 years.
- 2,986 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:02/16/2024
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 had a Vivint service/salesman come by our home. I'll call him ***. *** came in and checked the equipment left by previous owners of the house. *** said the equipment was in good condition and was only one update behind current new equipment. *** said the $8 maintenance would cover the equipment but in reality it only covers battery replacement. The fire detector out of 10 year useable date. We asked for month to month for monitoring service. No contracts signed. We left town on vacation. The system did not record for two weeks. Someone came into our home... no idea who. Second vacation, same lack of video recording. Vivint was called to resolve issue. *** returns for service call. Batteries replaced on door pad and window sensors. *** then told us the system we have was garbage , we should buy all new equipment. Wife called Vivint to complain, third call to customer service. Third incident, my truck was vandalized. Cameras did not record. **************** offered a new camera/doorbell after truck incident. After much complaining Vivint CS offered three months free monitoring. Vivint still demanding payment, what happened to free monitor time. I want out of contract due to lies and lack of service. The contract I didn't sign was for 24 months. Vivint wants me to pay to get out of contract... 18 months at $54.
Business Response
Date: 02/21/2024
February 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21304684
Complainant: *******************************
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 his complaint, Mr. ********* states that the $8 maintenance fee was supposed to cover the equipment, but it only covers battery replacement. He states he asked for no contract. ********************* states he left for two (2) weeks, and someone came into his home, and he had a lack of video recording. He states the technician came out and told him that he should buy all new equipment. Mr. *********states Vivint offered a new camera/doorbell camera and three (3) free months of monitoring service. He states Vivint is still charging him, and he found that he signed a twenty-four (24)-month contract. Mr.********* desires cancellation.
A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Vivint account without further penalty. However, ********************** will remain responsible for the remaining equipment loan and its associated fees.
Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on August 1, 2023. On November1, 2023 ********************** reported to Vivint that his doorbell camera did not record while he was on vacation. On January 22, 2024, ********************** was sent a copy of the contract and reported issues with the front door lock and cameras not recording. On January 24, 2024, ********************** requested the cancellation of the account. On February 14, 2024, Vivint records show Mr. ********* refused all offers to repair the system.
With the provided information Vivint offers cancellation as listed above. Mr. ********* 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:02/16/2024
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 canceled my services Jan 05/23. I was told to wait 30 day of cancellation. It has been more than 45 days and Im still getting charged $57.00 for 2 months already. They been telling me lies . I ve been getting the round around.i need answer Asap and my refunds.Business Response
Date: 02/22/2024
February 22, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21304252
Complainant: *********************
Vivint Account #: *******
Date of Agreement: November 7, 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 cancelled the monitoring service agreement and refunded the amount of $101.02.************** has no further obligation to Vivint. ************** 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: 02/22/2024
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:02/16/2024
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.
This company is full of sales tactics and no truth, honesty, or integrity. They have salesmen come door to door and push for the sale. I had a very clear conversation with sales rep that I did not own the property and would be moving next year. He continued to push sale stating that it would be easy to cancel service or move equipment to new residence. I informed him that I would not be able to move equipment to new residence, and I could not be held to any kind of term length on service due to my upcoming move next year. I was informed that all I would be responsible for was the loan for the equipment and there would be no service fee term to be held to that I could cancel service at anytime. I have now moved and the owner does not want the system, trying to cancel service has been impossible. You can not access a means to do so through app or online, you cant disengage your automatic payments to stop payments for a service no longer being provided or used. You have to speak to customer service and they inform me Im held to a 58 month service term!! This was not the case at all! I was lied to and deceived from the beginning, things added into the service agreement that were not there. I clearly had a conversation with the sales rep multiple times about being able to cancel service and was informed it would be no trouble when needed to be done. Now the time is here and they will not cancel my service until I spend 1600 more or possibly more than that per the customer service rep. **** I would need to pay for 58 months of service. If held to that I would be paying close to 5 grand for a service that is not in use! Its unacceptable to have such a fraudulent and lying company take advantage of people like this with no way out of them taking your money! I will not ever recommend or promote this business and will make sure all I can reach know how fraudulent they are!Business Response
Date: 02/22/2024
2/22/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21303438
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 7/17/2023
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 close Ms. ******* account without penalty. *************** has no further obligation to Vivint. **************** 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:02/16/2024
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.
The company offered me a discount when they denied to cancel my contract. They did not tell me they added more time to the contact and even though I havent used the service in years they still charge me monthly. I also have called multiple times and no one will help. They told me they had to look for the call where I allegedly agree to a contact extension, which of course never happened because all I want is to end this. And so they never called/ resolved this. Its been hundreds of dollars this company has stolen from me that I want refunded.Business Response
Date: 02/22/2024
February 22, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21303391
Complainant#: *********************;
Vivint Account #: *******
Date of Agreement: July 5, 2018
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she was offered a discount when her cancellation request was denied. She further explains that she was not told that more time was added to her contract even though she has not used the services in years. ****************** desires a refund and no further contact by the business.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve her concerns.
At this time, Vivint agrees to cancel Ms. ******** account and issue a refund of all payment taken after September 12, 2023, to her checking account ending in ****. 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 LegalCustomer Answer
Date: 02/22/2024
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:02/16/2024
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 came home on multiple occasions to a cold house due to the Vivint smart thermostat and its cycle delays I was informed are unable to be turned off. Whenever it seems to drop below freezing. My home decides the quit heating due to this thermostat. I've had so many issues with the system. It seems to be more work than it is good. The representatives are awful and never helped you. A lot of The Times they're just trying to get more money out of you. Have fixed my system with the help of Google more times than after spending hours on the phone with a rep. I was tricked into a contract that I cannot get out of. Despite despite how unsatisfied I am with the service.. I Express my dissatisfaction and no one follows up on it. Half the time the cameras don't even catch the events that happen. I had someone pick up my camper from in front of my house. And the cameras didn't even catch it getting removed. There is a camera pointing straight at it specifically for the camper. I was told the system works without internet. It does not. Every time I have an interaction with this company. They refuse to spell my verbal passcode Correctly and I spend the first 10 minutes Arguing with them about how my dogs name is spelt which they change it everytime to not the correct spelling yet again. After I spell it out for them. The passcode has always been the same since service started 3 years ago. Or the rep doesn't care and just goes with what I say. Cause I've had that happen. I have had 2 reps, one that said the passcode was fine. And the other that argued with me about it after another said it was right Within minutes of each other. After getting disconnected. Because our online chat only allows 2 minutes for you to reply. Even if the rep hasn't replied, it will timeout So you have to keep saying random things to keep the chat going.Business Response
Date: 02/23/2024
2/23/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: 8/29/2020
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******* and
appreciate the opportunity to respond.
In her complaint, Ms. ******* explains she
is dissatisfied with the equipment and service.
A representative has contacted Ms. *******
via email to assist her. Vivint is either willing to send a technician at no
cost to repair the system or cancel the account without penalty. Ms. *******
should respond to the representative.
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: 02/28/2024
Complaint: ********
I am rejecting this response because:
I have replied to the Vivint representative with questions regarding the thousands of dollars I've spent on there equipment and if the equipment will be worthless with canceling service but haven't got a reply.
Sincerely,
****** *******Business Response
Date: 03/06/2024
March 6, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: 8/29/2020
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******* and
appreciate the opportunity to respond.
A representative has contacted Ms. *******
via email regarding 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: 03/11/2024
Complaint: ********
I am rejecting this response because: the representative is not being helping me it took her 9 days to respond to the initial reply I sent the business and again 5 days later and still no reply.
Sincerely,
****** *******Business Response
Date: 03/16/2024
March 15, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: 8/29/2020
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******* and
appreciate the opportunity to respond.
A representative has contacted Ms. *******
via email on March 6th, March 7th, March 11th, March 12th and March 13th. Vivint is now awaiting Ms. *******’s reply to the email
sent on March 13th. Vivint has made ample efforts to respond to Ms.
*******’s concerns and questions.
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:02/15/2024
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 had the Vivint home security installed in our house in June of 2023. We started having problems shortly after with the door not locking correctly and our garage door randomly opening on its own. I called multiple times trying to get someone to come out and take a look at the garage door and they just kept telling me to unplug the system wait for 24 hours and plug it back in, I would try that and the garage door would randomly open on its own still. Called to ask if someone would come out and take a look at it. They had me reconfigure the system, which took me about 30 minutes, and it did not fix the problem. I was also still having problems with the front door locking. The installers did not set the door lock to match the door jam part correctly. When I called to ask if someone could come and fix it, they had me unscrew it move it up a little bit and s**** it back in and then take apart the actual lock to reconfigure the lock. This took me about 45 minutes. I am very disappointed in the customer service that they offer. It wasnt until I called and threatened to make a complaint with a Better Business Bureau that they were willing to send a technician out to take a look. The technician just replaced the garage door sensor and then put new batteries in the door lock. He did reconfigure the system itself, but I am beginning to have problems again and calling takes anywhere from 30 to 45 minutes for them to try and get me to fix the problem on my own. We do also pay an extra amount each month for service and warranty. I have asked multiple times to stop service and return all product. I do not mind paying for a home security system that actually works, but this company is a joke. I do not wish to continue services with them and would like to get out of the contract.Business Response
Date: 02/23/2024
February 2, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 2301590
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 6/20/23
To Whom It May *********************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she began having issues with her system shortly after it was installed. She is unhappy with the service and has asked to cancel her account. A technician replaced the garage door and changed batteries in the door lock, but she is beginning to have camera issues. She wishes to cancel and return the equipment.
Vivint agrees to send a free tech to resolve Ms. ******* equipment issues. If she wishes to cancel, Vivint agrees to cancel her Agreement, waive the remaining 52 months on her contract and the $1251.38 early termination fee but she will remain responsible for the loan.
Vivints records indicate that Ms. ****** signed a Purchase and Services Agreement (Agreement) on 6/20/23 with an initial term of sixty (60) months which states If, at any point during the initial term of this Contract, you fulfill your obligations to pay all amounts owing for the purchase of any equipment pursuant to the **** then you may terminate this Agreement without penalty or early termination fee with thirty (30) days prior written notice."
Vivints records indicate that Ms. ****** called on 10/13/23 and requested to cancel, 4 months outside of her Right of Recission. She was offered a free tech and 2 months free monitoring, which was declined. Vivints records indicate that Ms. ****** called on 11/28/23 for the same issues and a technician was scheduled the following day who replaced her door controller free under warranty, fixed the garage sensor and reconfigured and tested her system. Vivints records indicate that Ms. ****** called on 2/19/24 regarding camera detection alerts that Vivints software team are reviewing.
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 Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/15/2024
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.
Do not do business with this company. They have predatory and fraudulent business practices. I bought equipment and they claimed I had to use them for two years. I did not use them for over a few months before having an issue with their camera that was under warranty. They claimed they can't replace it even though I was within my right. I stopped my services and then they tried sending it to collections for a price that was even higher and completely made up. It is better to buy equipment elsewhere. Do not buy into the scam of 99/month. They sent the claim to collections to try to even collect for months I did not have service for their failure to fix the camera.Business Response
Date: 02/21/2024
February 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21301504
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: July 7, 2022
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that she had issues with her camera, and it was not replaced even though it was under warranty. She further explains that she is now in collections even for months when Vivint did not fix the camera. ********************** desires a billing adjustment.
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 $39.99, and total equipment fee of $3,286.32 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on ************************ representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Vivints record further shows that on July 7, 2022, July 13, 2022, August 16, 2022, and August 22, 2022, technicians were sent to ************************ home to assist with her cameras and equipment concerns. Vivint was not notified of any further equipment issues.
Vivints records further show that ********************** stopped making her monthly payments after June 30, 2022. As such, the account was cancelled for non-payment on December 29, 2022, and was transferred to an outside collection agency.
Vivint agrees to the above resolution. 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:02/15/2024
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 husband and I bought a home in 2019 & got Vivint on November 14th, 2019. We bought the equipment on installments through citizens. We called on 10/19/2020 to cancel the services as we were moving into an apartment complex (couldnt install equipment due to the lease) and selling our home. We agreed to pay off the equipment as we left it in our home when we sold it.When we called to cancel, they confirmed and stated we wouldnt be charged due to the fact that we were moving to a location that we were unable to install the equipment at. They stated they would reach out to the new home owner (because we were leaving the equipment) and get it transferred to their name. We also provided our new address. Since then, we have continued to pay on the equipment that we agreed on every month and its now February of 2024. We recently started a budget and noticed that we have been charged TWO payments a month from Vivint dating back to when we initially obtained their services. The payments for service were never cancelled despite advising us they would be. So, we have been paying $51.47 a month for 3 years to VIVINT & an additional $25.74 to Citizens. We called customer service and spoke to a representative who stated that there was nothing he could do because they werent able to reach the new home owner. So, instead of contacting us, they continued to bill us for their service for 3 years that we were not using despite us calling. The representative stated he saw notes in the account advising them of the cancellation. They have provided no resolution and we have blindly paid them a total of $2,058.80 AFTER notifying them we cancelled. That amount doesnt include the equipment as we agreed to pay that.Business Response
Date: 02/21/2024
February 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21301225
Complainant: Shiann Clephane
Vivint Account #: *******
Date of Agreement: November 14, 2019
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ***** ******************** via phone to resolve their concerns. For any additional questions or concerns regarding this matter, they are 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:02/15/2024
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.
just did renew my VIVINT security and they talked me into getting a camera for outside and i accepted, when the technician came out , not only did I get 1 but 2 and since I had a new door he had to put a new sensor on it. I was advised it'd take 5 monthly payments to pay them off included with my monthly bill. Well the Technician when he drilled the holes in my walls for the cable , he told me he had no silicone and asked me to see if my roommate could put some in , since he works for a different security company. The more I thought about it , i called Vivint and advised thats there job to do it correctly, I didnt hire my roommate to do it. I was not advised that there would be an insulation charge as well. They canceled for a technician to come out 3 days and had no explanation of why it was getting canceled. I told them to cancel my contract, because i just did it a week ago . They said I'd have to pay ******* for monitoring and for the new equipment. They had no numbers for me to talk to someone. All they said was I'm sorry and i understand your upset. I feel since I'm a disabled veteran, they think they can take advantage of me , which is totally wrong. How can they not complete a job , then the technician wanted to see if my roommate could fill in the holes , then cancel to have a technician come out 3 times. To me that should void the contract out completely. Why should I have to be held responsible and Vivint get away with what they've doing. It was completed this morning, but its like they're not listening to me and cancel it as i asked them to do. I feel also their shoving or forcing me to pay ******* and for the equipment, which now I'm finding out if you buy it and cancel them , you cant ever use them , only with Vivint Security can you use them. Please help me in being able to cancel without them treating and doing me wrong. I can return the new cameras or just eat that part , unfortunately, but charging me 1700 , I'm a disabled vetBusiness Response
Date: 02/21/2024
February 21, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21300833
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: January 14, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he purchased two new outdoor cameras and had them installed. **************** states that the technician did not have silicon to fill the holes and asked if the roommate would be able to fill the holes. **************** states that he was not advised of an installation fee and three technicians were cancelled to fill the holes. **************** states that he tried to cancel, however, was told he would need to pay $1700 before cancelling. **************** desires the monitoring service agreement to be cancelled.
A Vivint representative has reached out to **************** in an effort to resolve this matter via email. After reviewing the account, ********************** agrees to provide a credit in the amount of $79.86 covering the installation fees and to lower the monthly monitoring service fees $10 by removing two video service fees for the remainder of the monitoring service agreement.
Vivints records show that **************** signed a Purchase and Services Agreement (Agreement) on January 14, 2019, for a sixty-month term. December 15, 2023, **************** called Vivint wanting to cancel, he was made an offer to lower his monthly monitoring service fees which he accepted for thirty-six months. On February 8, 2024, **************** called Vivint regarding an issue with his system and then purchased additional cameras. February 13, 2024, **************** called Vivint because the Smart Home Professional (SHP) did not have what was needed to fill the holes after installing the camera. An SHP was scheduled for February 15, 2024, that did fill the holes. On February 15, 2024, **************** called Vivint, saying he was not aware there was a cost to upgrade/add the cameras.Vivints representative pulled and listened to the call that clearly explained the cost and that **************** understood and agreed to the cost.
To resolve this matter, Vivint agrees to the resolution as stated above.**************** may contact Vivints representative with any questions or concerns he 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: 02/21/2024
Complaint: 21300833
I am rejecting this response because:
Sincerely,
***************************Initial Complaint
Date:02/15/2024
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 got behind on my payments but was trying to get caught up. Their finance **** went into my account without authorization & withdrew over 200. Was told I had to set-up arrangement to be refunded 1 pymt. I did this but kept getting phone calls. Spoke with an agent today who stated I didn't have an arrangement but I know I did. I went ahead and made the pymt and later went online to check my account to find that my services had been disconnected. It has been an absolute nightmare dealing with this situation. Just to get 1 pymt refunded, I got transferred over 3 times. It's just very frustratingBusiness Response
Date: 02/21/2024
2/21/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21300679
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 5/16/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains her frustration with her billing. **************** explains it took too long to receive a refund for a month payment.
Vivints records show a refund was issued on February 2, 2024. To further assist ****************, Vivint has issued a credit of one month.
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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