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:02/15/2024
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.
On 01/02/2024 I sold my home, which was equipped with a Vivint security system with an active monitoring subscription. I called Vivint on 01/02/2024 to initiate the closure of my account. They told me that I had to write a letter containing my service number, reason for cancellation, and the service address, then outline my desire to cancel my account. They also wanted to bring ************* on the call, ************** takes care of Vivint's equipment financing, so I could pay off my equipment before submitting my cancellation request. We took care of paying off the equipment with *************, then I submitted the written cancellation request as directed. They said it would take 30 days to process my cancellation, but they ensured me that no additional charges would take place. I then called on 02/06/2024 to check the status of my cancellation. ******* said they could see that I had submitted my request and paid off my equipment, but for some reason my account still had not been closed. They then filed a research request and said I'd get resolution in 3-5 business days, but again ensured that I would have no additional charges. On 02/08/2024 I noticed I had been charged $107.84 again on my credit card (the monthly amount I'd been paying) so I called Vivint again. They provided me with the same information as when I called on 02/06/2024 and again said they'd be filing a research ticket. On 02/15/2024 I called again, as I was never reimbursed for the erroneous charge, and spoke with a supervisor named ******. ****** told me that the cancellation is now going to take an additional 30 days from 02/08/2024 and I will be charged $107.84 again in March, but he assures me the March and February payments will be reimbursed to me. This sort of business practice is unacceptable. I've had to spend numerous hours on the phone with them trying to rectify this issue and still have no resolution.
Business Response
Date: 02/21/2024
February 21, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21299835
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 6, 2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** ****** that he called Vivint on January 2, 2024, to cancel his service as he sold his home. ****************** states that he paid off the equipment and provided a written notice of cancellation as instructed. ****************** ****** that he is still being charged for an account that should be cancelled. ****************** desires the monitoring service agreement cancelled and a refund for February and March 2024 payments.
A Vivint representative has reached out to ****************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service agreement effective February 3, 2024, thirty-days from when the written notice of cancellation was received as per policy. Vivint also agrees to refund all payments made directly to Vivint from that date forward.****************** has no further obligation to Vivint.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on May 6, 2023, for a sixty-month term. On January 2, 2024, ****************** was transferred to Vivint from Citizens after he paid off his equipment line of credit in full. ****************** requested to cancel the Agreement at this time, and it was explained that he would need to send in a written notice of cancellation. January 3, 2024, Vivint received ******************** written notice of cancellation. February 6, 2024, ****************** called Vivint to confirm the status of his cancellation request due to still being charged. ***************** was advised the account would be resubmitted for cancellation.
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 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.
I have had Vivint alarm system for my home for the past 3 or 4 years or so. In July of 2023, my back door was kicked in while I was away. Alarm was blaring but no police were summonsed. I ended up calling the police myself from ******. Vivint claimed my equipment was outdated and didn't communicate with their monitoring service. I, therefore, asked for the service to be discontinued in August of **************************************** their monitoring my home. I was not under contractual obligation at that time. It is now February, 2024 and this still has not been resolved.I have been back and forth with them to get this service discontinued since that time, and they still have not turned it off. I endure countless phone calls from them with attempts to collect funds that I do not owe because I don't use the alarm system. Whenever I do call, they keep me on the phone for countless hours at a time. I'm sick of asking them to please turn the system off and stop trying to bill me. It has been six months of me trying to do whatever is necessary to get the service off. They send annoying signals to the panel that make noise in my home until I address it. I am sick of the harassment.PLEASE help me get them off my back and simply turn off this annoying service.Thank you for any assistance you can give in this matter. I don't know where else to turn.Business Response
Date: 02/21/2024
February 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21299834
Complainant #: ****** Weathers
Vivint Account #: *******
Date of Agreement: May 28, 2019
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that she cancelled her account in August of ***************************************** the security system. She further explains that it has been six months of her trying to cancel her services. ******************** desires the cancellation of her account.
At this time, Vivint agrees to cancel Ms. ********* Agreement.
Vivints records show that ******************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of one (1) month. This shows a monthly services fee of $49.99, plus applicable taxes, during that term. Vivints record further shows that ******************** sent her notice of cancellation on August 15, 2023, and her account is now being processed for cancellation.
Vivint apologizes for any undue delay in this process and ******************** has no further obligation to Vivint. ******************** may contact ********************************** / ************) directly 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: *************************************************************, 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.
They called me numerous times to set up service and after tons of pressure i reluctantly gave in. They falsified an agreement to start because no where in the conversation to set up the account did they ever explain it was a year contract. Afterwards, i could never use the equipment. I called several times and spoke with multiple representatives to cancel my account and no one would help. I just got off the phone again today February 15, 2024 after being on the phone with over 10 different agents for 3 hours to get some assistance. I finally spoke with one agent who agreed to reduce my monthly costs by 10 dollars and give me a credit of 175 dollars on my past due balance. I reluctantly agreed again because I just wanted to cancel the service. However, he quickly tried to run through a contract extension for 36 months. So they were only willing to help if I stayed with them for another 3 years. Even though I want to cancel!This place is a scam!Business Response
Date: 02/21/2024
February 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21298771
Complainant: ******** ******
Vivint Account #: ********
Date of Agreement: September 26, 2023
To Whom It May ***************** have reviewed the information provided by Ms. ******** ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** explains that she was pressured into setting up services with Vivint and an agreement was falsified. She further explains that she was not told of a one-year contract, and she has called several times to cancel her account, but no one will help her. Ms. ****** desires to cancel her services and balance.
To assist, Vivint has decided to cancel ****************** Agreement without penalty. It's important to note that she remains accountable for her past due balance of $227.68.
Vivints records show that **************** signed a Purchase and Services Agreement with an initial term of twelve (12) months. This shows a monthly services fee of $51.47, plus applicable taxes during that term. Vivints record shows that Ms. ****** first contacted Vivint to cancel her services on February 19, 2024, and she was told her past due balance and contract needed to be paid off for cancellation.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 7 months on her contract. Ms. ****** has no further obligations to Vivint; however, she is still responsible for her final balance.
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: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.
Initial case # CA-153-288-623, my husband *************************** spoke with a lady, ******, due to incorrect charged amount. Carbon dioxide detector was offered for $49.99 with $4.95 shippingfee, but was keyed incorrectly as $100 by Vivint. No email Notification received with update/solution. January 23, ****, I spoke with lady named ***** from the ************* I was advised that a credit of $50 will be given along with a credit of $100 for an extra carbon monoxide, free to us, due to the inconvenience. The extra CO detector breakdown $100 + $9.75 taxes, +$4.95 shipping=$114.70 and NO CHARGE , FREE, due to the inconvenience. $114.70+($50 a credit) =$164.70. The January bill statement was $175.36 and confirmed with *****. Based on the $164.70 total credit I was informed I would receive 3-5 business days, a credit balance to my account would remain -$10.66, breakdown is $175.36-$164.70. I would NOT owe a payment in January and February since the billing was going to be corrected. Note: My bill monthly is $60.66. Unexpectedly, an auto payment from our bank account charges $109.75 January 24, **** (payment shows processed Jan 23, **** Vivint side), as well as $240.97 Vivint payment processed Feb. 9, ****, charges show Feb 12, **** posted day from our account. A total of $350.72 has not been refunded as advised it would be as of the last call I made Feb. 9, ****, I spoke with ******* and she said she spoke with her manager. By Tuesday Feb. 13, **** an email and refund to receive. NO update nor email and NO refund. Today Feb. 15, **** the call dropped when my husband and I spoke with ******. I decided to file a BBB complaint for a resolution. Our contract ends in May **** and we have no outstanding equipment balance and are HIGHLY considering cancelling despite the contract ends May ****. 1 too many calls with no resolution!Business Response
Date: 02/21/2024
2/21/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21297697
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: 5/9/2019
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 refund $350.72 which ****************** will receive as a check within 10 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: 02/21/2024
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 will be on the lookout for the refund check and if not received as I'm advised, I will contact Vivint directly. Thank you for your prompt response and resolution.
Sincerely,
*********************************Initial Complaint
Date:02/14/2024
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.
Recap my telephone conversation on February 13, 2014 with Colin, Joshua, and a manager named Candi, badge #*******. Called to cancel service with Vivint and to obtain a refund for at least six months of payments. Since 2022, we've had problems with our Vivint service. Our system was not being monitored becaus an alarm was never triggered whenbarmed and Vivint was aware. The only solution they provided was to upgrade the equipment, signing another 5 year contract and paying thousands. I was not informed that the equipment I purchased in May 2018 would be worthless after 5 years. According to representatives, in March 2023, I extended my service agreement for another two years via a telephone call to them. My contract with the equipment would have ended in May 2023, two months from the time we spoke. Vivint says the reason I called was for lower payments. False!!! Why would I care about lower payments when the system is not working? Vivint also stated there is a recording of the conversation, yet refuses to produce it or a transcript. According to Vivint, because the service agreement was extended another two years there will be a $300+ termination fee to stop service. The issues we were having were very well documented. My wife and I have been calling continually since 2022 complaining of issues. In fact, there were 12 calls made to Vivint by my wife alone within just a few months in 2022 and 2023. I have put Vivint on notice that I will not pay them any more money for monthy fees or termination fees. They have not proven to my satisfaction that I am currently under a contract. I have disconnected the system from my home internally and requested they turn off monitoring since they were not actively providing that service anyway. They refused to shut off service. I looked into our account under the heading Agreements and see NO Legal Agreements or Contracts under my account.Business Response
Date: 02/22/2024
February 21, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: 5/19/18
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ******** and appreciate the opportunity to respond.
In his complaint, Mr. ******** states that he called to cancel service and receive a refund on 2/13/23. Mr. ******** claims his system has not been monitored for at least 6 months. He was told that he extended his contract for 2 years in 3/2023 but he denies doing so.
Vivint agrees to one of the following:
1. send a free tech to resolve equipment issues
2. honor a free panel upgrade with 25% discount on additional equipment
3. cancel your account and waive the remaining 13 months of your agreement and the early termination fee of $177.
Vivint’s records indicate that Mr. ******** signed a Purchase and Services Agreement (Agreement) on 5/19/19with an initial term of sixty (60) months. Vivint’s records indicate that Mr. ******** called Vivint and spoke with a representative on 3/25/23. Vivint’s records indicate that on that call Mr. ******** stated that he was told his monthly fee would be lowered when his loan was paid off. He was offered, and accepted, a $15 discount with a 2-year agreement lowering his monthly monitoring from $42.14 to $27.14. Vivint’s records indicate that Mr. ******** did not mention any issues with equipment on the call. Vivint’s records indicate that Mr. ******** called on 4/4/23 to clear the late payment alert on his panel, 6/16/23 regarding a false alarm that was caused by a low battery in his garage door sensor, 7/19/23 for a non-Vivint door sensor that was replaced without charge and on 11/5/23 in regard to a text he received regarding an upgrade offer.
A representative from Vivint has reached out to Mr. ******** in an effort to resolve this matter. Despite the information above, Vivint has agreed to the above resolution and Mr. ******** may contact Vivint’s representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/26/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ********Initial Complaint
Date:02/14/2024
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 requested their alarme system in march 2020, they offered to let us finance the equipment for 20 a month we said yes but the fine print was that the equipment financing came with a 5 year contract. On 2021 we called them to come and install our sensors again because we have changed all windows and doors and they never came because of covid and not enough Personell to fulfill the request. Then we called again and they wanted to charge us more than 500 for the installation. On 2022 we called to cancel the service and they said we couldn't because we were under contract for five years. We have been paying for the last 4 years for an alarm system that doesn't work. I want to get out of the contract and our money back.Business Response
Date: 02/20/2024
February 20, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21295544
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: March 3, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he requested to get an alarm system in March 2020, he was offered to finance the equipment over (20) months,but the fine print was the equipment financing came with a five-year contract.************** states that in 2021, he called to have his sensors reinstalled because he had changed out his windows and doors only Vivint wanted to charge more than $500 for the installation. ************** states that he called in to cancel in 2022, however, was told he was in a five-year contract. ************** desires to have the monitoring service cancelled without penalty and a refund.
After reviewing the account, ********************** agrees to forgive the remainder of the monitoring service agreement effective February 20, 2024, however, ************* will remain responsible for any balance remaining on the equipment line of credit with Fortiva. ************** has no further obligation to Vivint. No refund is warranted.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on March 3, 2020, with a sixty-month term. On March 10, 2020, ************** called Vivint due to not being approved for financing due to credit score. ************** was transferred to Fortiva and was advised to call back if he was not approved for financing. November 2, 2020, ************** called Vivint to have existing sensors to be replaced, requesting Smart Home Professional. Due to covid and Vivint having equipment that does not require to be installed by a Smart Home Professional, one was not scheduled, and he requested to cancel his Agreement. March 10, 2021, Vivint reached out to ************** due to the account status. ************** expressed concerns about his system not working but refused to troubleshoot.
To resolve this matter, Vivint agrees to the resolution as stated above. ************** has no further obligation to Vivint. ************** 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 LegalInitial Complaint
Date:02/14/2024
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.
About September 12, 2023 my deceased sons vehicle was broken into and his hard top was stole off his 2002 limited edition ****** Miata. The theft occurred no more than 30 feet away from the Vivint garage home security camera. My wife called Vivint twice (2 times) trying to get video of the theft. Both times , after verifying our name, address, phone number, verbal password and switching from a Vivint employee to lead to supervisor to manager, the call failed. Nobody tried to call us back after they had all of our information and knew what were requesting (Video of the theft). At a later date I called Vivint to cancel my subscription due to faulty equipment and lack of video evidence that I was promised I would have in the event of theft. Again after switching to different individuals (manager, lead, supervisor etc.) the call dropped and nobody attempted to call me back. At a later date I again contacted Vivint and was told a technician would come out and collect my camera equipment and I would be able to cancel my subscription. After taking the day off of work the technician was a no call, no show. Again I called Vivint and was told I would be given two (2) free months of service and a technician would come out fix the system and make the cameras work. If at anytime I was dissatisfied with the service I would be able to cancel. The technician came out and the system is still faulty. There is no service over my garage. Every time I open my application and view my cameras the garage camera has to be rebooted. I have contacted Vivint and they refuse to cancel my service unless I payoff the equipment loan. I do not feel I should pay for equipment that does not work. Today (February 14, 2024) I contacted Vivint to cancel my service and they again tried to send out a technician saying if I was unhappy with the service I could cancel. I informed them that is what they told me last time and that I just want to return the equipment and not be responsible for loan.Business Response
Date: 02/20/2024
February 20, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21294557
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 21, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that his garage camera failed to capture his sons vehicle being broken into and the hardtop being stolen. *************** states that he is dissatisfied with the lack of follow-up when a call is dropped. **************** states that the cameras do not work and has requested to cancel,however, has been told he needs to pay off the equipment in full in order to cancel.**************** desires the monitoring service cancelled without penalty, to be able to return the equipment, a correction to his credit report, and no further contact from Vivint.
A Vivint representative has attempted to reach to **************** in an effort to resolve this matter via email. After reviewing the account, ********************** agrees to forgive the remainder of the monitoring service agreement, however, **************** will remain responsible for any balance remaining on the equipment line of credit with Citizens. **************** has no further obligation to Vivint.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 21, 2022. On September 15, 2023, *************** contacted Vivint about disliking the system and wanting to cancel. He was provided with the phone number as asked to call in. January 11, 2024, *************** called in requesting video clips from September 2023, as he only has access to the last 30-days. **************** requested to have the equipment removed,however, is outside of the right of rescission period to return the equipment. January 17, 2024, **************** called again requesting cancellation, and was advised that the equipment could not be removed and returned. **************** was offered and accepted two free months of monitoring service fees and a free Smart Home Professional visit. January 23, 2024, a Smart Home Professional was out to his home, and was able to resolve the issue **************** was having with the connectivity of his camera. February 14, 2024, **************** called regarding an issue with his camera, saying that it is not being fixed and he does not want anyone to fix it.
To resolve this matter, Vivint agrees to the resolution as stated above. **************** has no further obligation to Vivint. **************** 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: 02/20/2024
Complaint: 21294557
I am rejecting this response because: My wife tried calling Vivint to get the video of the theft within 48 hours of the incident. I was told Vivint had scheduled an individual to come out and remove the equipment before they offered me 2 months of free service. I took the day off work to wait for the technician to take back the equipment but that individual was a no call no show. Vivint is responsible for pairing with a company that has (in my case) faulty equipment. I should not pay for the equipment and Vivint should clear the debt due to I am out a broken window, a hard top to my deceased sons vehicle and the purchase of a used soft top.
Sincerely,
*************************Business Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21294557
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 21, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that his wife attempted to get video of the theft within 48 hours of the incident. **************** states that he was told Vivint had scheduled someone to remove the equipment before being offered two free months of monitoring service fees, but they did not show. *************** desires the equipment line of credit to be forgiven.
A Vivint representative has reached out to **************** in an effort to resolve this matter via email. After reviewing the account, ********************** stands by their decision to forgive the remainder of the monitoring service effective February 20, 2024, which has been completed. **************** has no further obligation to Vivint;however, **************** remains responsible for the equipment line of credit with Citizens.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 21, 2022. As per Section 4 of the Agreement it states that Where permitted by law, we disclaim any implied warranties provided by law including the implied warranties of merchantability or fitness for purpose. We do not warrant that the system will always detect, or help prevent,any burglary, fire, hold-up or any other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate.
To resolve this matter, Vivint stands by the original decision 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: 03/02/2024
Complaint: 21294557
I am rejecting this response because: Vivint is trying to make me pay for equipment that does not work. The equipment that Vivint pushed does not work or we would not be having this problem. Furthermore more cancellation of my subscription only leaves me with the faulty equipment that they installed that remains attached to my house. They need to provide a qualified technician to remove the faulty equipment from my house and credit my account with the citizen line of pay. Anything less is unacceptable. I was already told that a technician would (was) be scheduled to remove the equipment. After loosing a day of pay the technician did not show up to preform the work.
Sincerely,
*************************Business Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21294557
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 21, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his rebuttal complaint, **************** states that Vivint is trying to make him pay for equipment that does not work. **************** states that cancelling the subscription leaves him with faulty equipment. **************** desires to have the equipment removed and to have his Citizens line of credit credited.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** stands by their decision to forgive the remainder of the monitoring service effective February 20, 2024, which has been completed. **************** has no further obligation to Vivint; however, **************** remains responsible for the equipment line of credit with Citizens.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 21, 2022. On January 23, 2024, a Smart Home Professional (***) was out; based on the work order notes, the *** was able to resolve the cameras connectivity issue. On February 14, 2024, when *************** called, he was offered to have an *** scheduled to take a look and resolve any issues he was having at that time. On March 7, 2024, Vivints representative spoke to **************** and explained that his security system will function as an alarm at the panel level, however, he no longer is being monitored by Vivint nor does he have remote access from the mobile application.
To resolve this matter, Vivint stands by their decision 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 LegalInitial Complaint
Date:02/14/2024
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 am writing this notice to bring to your attention a series of issues and misrepresentations regarding the security service provided by Vivint Home Security. Despite being a loyal customer and faithfully paying for your service for several years, I have repeatedly encountered problems and discrepancies with the service I was promised when I initially signed up.
I reside at the following address: ***** *** ***** **** Elkton, VA 22827
Prior to my relocation, I contacted Vivint and specifically inquired about the availability of your services in the area I was moving to. To my dismay, I was assured that the area was well within your coverage zone. However, after the installation and subsequent activation of the security system, it became abundantly clear that your services were not operational at my new residence. This apparent discrepancy between what I was promised and the reality I faced was disheartening, to say the least.
To rectify the situation, I promptly contacted your customer service department on numerous occasions, lodged multiple complaints, and even requested the disconnection of the malfunctioning service. Regrettably, despite these efforts, I have not received any satisfactory resolution to my predicament. The service remains non-functional, and I have yet to receive adequate assistance or compensation for the erroneous assurances provided.
Considering the consistent misrepresentations and false information I have received from Vivint Home Security, I am left with no option but to undertake legal action, unless this matter is promptly addressed and resolved. I believe that I am entitled to a full refund for the duration of the service contract, given the fact that I was deceived by your company's representatives regarding the service availability at my current residence.
Therefore, I kindly request that you take immediate action to remedy this situation. Specifically, I expect a refund and disconnection of service without penalty.Business Response
Date: 02/19/2024
February 19, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: September 28, 2020
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ********* and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the Vivint account effective August 11, 2021 and to provide a refund from that date forward. Mr. ********* may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/19/2024
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:02/14/2024
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 have been trying to cancel our account for 4 months now. In novemeber we advised ******* we were under contract to sell our house ***********************************************************************. Then on dec 8th 2023 the home wad offically sold with all paid off equipment. We are not the legal owners of the equipment and need our account canceled we have sent in two emails in writing and multiple phone calls to vivant explaining this and still to this day our account is not canceled and we are told we will be charged. At this point this is becoming fraud as ********* *************** is the legal owner of the home and equipment we should not be charged for anything. After 4 months Vivant has still failed go cancel our account. If this continues we will have no choice but to take legal action. Please have this company understand they legally can not charge someone for a service when we no longer legally own the property.Business Response
Date: 02/21/2024
2/21/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21292598
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: 5/14/2021
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 backdated to December 1, 2023. A refund will be issued and received within 7-10 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:02/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed up service with Vivint in August of 2022. We got equipment from the company and were provided service from them for home security. The sales **** ******** misled ** into believing we would be paying $65 a month for equipment AND service. To pay $3,500 for their equipment and have to pay for service on top of that is ridiculous, if I would have known that's what he was setting up I would have never agreed. ******** our sales **** misrepresented and misled us from the very beginning assuring us we would not be paying much more than we were before from our previous provider. When our first invoice came from Vivint we were also being charged for their service $65 a month on top of the $65 a month for the equipment. I contacted our sales rep and he agreed to issue us credits to reduce our bill to what we agreed on but it would only last 12 months. This was acceptable for us since we agreed to only pay $65 a month from the beginning. After the year was up our sales rep told us he could no longer give us 12 months of credits but was limited to 3 months at a time. This meant we would need to contact him every 3 months so he could issue us a credit. After numerous calls to Vivint I was told in order for them to cancel with them we would need to pay the balance on the equipment which is currently $3,000. I told them I wanted our contract with them canceled and they can come and pick up their equipment. I was unable to resolve this issue with them.Business Response
Date: 02/20/2024
February 20, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21292140
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: August 30, 2022
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 email and phone to resolve his concerns. At this time, Vivint agrees to waive his past due balance and cancel his services without penalty. It's important to note that ****************** remains accountable for his equipment loan as it cannot be returned.
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 Legal
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