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:02/14/2024
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 initially contracted with vivint and signed a contract. At the end of the time period we were automatically entered into an additional contract, even though we never were contacted/informed/ or signed anything to enter into another contract. We continued paying our monthly payment because we could not afford the $1100-$1200 to cancel our contract ( even though we never signed the 2nd contract). Weve had additional equipment installed since vivint said our existing equipment was now obsolete ( this cost us $1700). Equipment is paid off but weve been having issues and we were just told that we no longer have a equipment service plan ( they canceled it of their own accord after we installed the latest equipment) again we didnt agree or sign anything to cancel this service plan. Vivint took it upon themselves to cancel it. Weve had nothing but issues with vivint since we first installed the initial equipment and would have never agreed to an additional contract but yet here we are. Contacting their customer service is a joke. Theyll put you on hold and then hang up on you. I want my contract cancelled without paying to cancel it.
Business Response
Date: 02/20/2024
February 20, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21292028
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: April 2, 2015
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that that Vivint placed her into an additional contract without informing her. She states she had new equipment installed because Vivint told her original equipment was obsolete. ************** states she has had equipment issues and Vivint has cancelled her equipment service plan. ************** desires cancellation without penalty.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has offered cancellation of the remaining Vivint monitoring contract without further penalty. However, ************** will remain responsible for any remaining equipment fees.
Vivints records indicate that ************************* signed a Purchase and Service Agreement (Agreement) on April 2, 2015. September 6, 2023, ************** reported that the cameras go offline constantly. ************** was not home to complete the troubleshooting. On February 14, 2024, ************** reported issues with the door lock. ************** was not home to complete the troubleshooting.
With the provided information Vivint offers cancellation as listed above. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/14/2024
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 had subscribed to Vivint for several years and decided to cancel my account. I called to cancel and was told they would have to check that I had paid for all the equipment I had purchased which I had. Then they said oh, you signed a contract that doesn't end until 2025. I don not remember signing a contract that committed me to service until 2025 so I requested a copy. They sent me a copy of what they call a contract. It is not signed by their representative. I also sent a letter requesting a resolution that was not answered. Now they have sent me to a collection agency.Business Response
Date: 02/20/2024
February 20, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement:
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 remove Mr. *****’s account from the outside collection agency. Mr. ***** has no further obligation to Vivint and 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: 02/20/2024
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:02/13/2024
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 purchased vivant cameras and sensors for my home outright. I was told this would give me access to the app to review my cameras. Years later vivant began charging the same card I had on file with them. I have called them numerous times telling them I never authorized their services that I bought my equipment outright nothing owed nothing serviced. Every time I call to explain my situation their phone disconnects from the call. I was told I need to pay the balance on the account before they can cancel the account. Even though I never opened a service account I paid because I wanted full cancellation. Monthly later I get more bills in the mail saying I owe more money when I call they say those are service charges and again will not cancel my account until I pay the bill. I never authorized Vivant to use my credit card for services beyond my initial installment and purchase of product. I signed no service agreement and they told me they will keep charging my account monthly if I don't pay the balance. It's a revolving scam and is fraudulent . I asked them to kindly send my information to collections and I will pay collections. They said the can not do that because unless I pay them directly (again) they can't officially cancel my account. I have been calling for months about this issue and no one will cancel my account that I never authorized services for and they will not stop charging my account, nor cancel my account.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: November 11, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In her complaint, Ms. **** states that she purchased her equipment outright with Vivint. She states she was told this would give her access to the app to view her cameras. Ms. **** states years later Vivint began to charge her card. She states she has contacted Vivint several times stating she never authorized Vivint services. Ms. **** states she was told she needs to pay the balance before she can cancel. She states she never opened an account with Vivint. Ms. **** states Vivint continues to bill her. Ms. **** desires a billing adjustment.
A Vivint representative has attempted to contact Ms. **** via email in efforts to resolve this matter. Vivint has offered cancellation of the Vivint monitoring service and to clear the remaining balance of $115.33.
Vivint’s records indicate that Ms. **** signed a Purchase and Service Agreement (“Agreement”) on November 11, 2022. On Dember 18, 2023, Ms. **** made a cancellation request, stating the account should have already been cancelled. On February 13, 2024, Ms. **** contacted Vivint to follow up on the cancellation. Vivint notes show Ms. **** declined all offers made by Vivint.
With the provided information Vivint offers the above listed resolution. Ms. **** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/13/2024
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.
A Vivint salesman came to my home selling the home security. The gentleman never explained that a $3000 credit line would be opened in my name and the signing he had be do was for a soft inquiry only. For a year and a half I have been trying to pay off this line of credit and have gotten no where. They didn’t explain even after that we were supposed to pay Vivint and then Fortiva. My credit has been ruined. I did try disputing this with Vivint as soon as I noticed the credit line and their words were oh we will call you back (we had a 30 day return policy) that call never happened. I tried calling again and could never get through to anyone.Business Response
Date: 02/20/2024
February 19, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ******* ******
Complainant: ********
Vivint Account #: *******
Date of Agreement: 7/18/22
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** states that the sales rep never explained that a $3000 line of credit would be opened in her name. She only signed for a soft inquiry. She has been trying to pay off the line of credit but has gotten nowhere. It was not explained that she had to pay Vivint and Fortiva. Her credit is ruined. She tried to dispute this with Vivint but was unsuccessful. She desires for Vivint to remove the equipment and cancel her line of credit
Vivint agrees to one of the following
1. Allow early cancellation of Ms. ******’s agreement, but she will remain responsible for her loan.
2. Permanently lower her monthly payments to $30 in an effort to help as a show of goodwill
Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (Agreement) on 7/18/22 with an initial term of sixty (60) months. 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 Fortiva line of credit, and that she understood that her monthly payment to Fortiva is separate from her monthly Vivint fee. Vivint relied on Ms. ******’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Vivint’s records indicate that Ms. ****** called to cancel her agreement on 7/27/22 and 12/22/23 and was given cancellation information. Vivint’s records indicate that Ms. ****** called on 2/13/24 claiming to not have been informed about the equipment loan. She was reminded of the audio/visual survey she took upon installation and that she is 19 months outside of her trial period and normal cancellation procedures apply.
A representative from Vivint has reached out to Ms. ****** in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ****** may contact Vivint’s representative directly 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/25/2024
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 cancel my subscription to Vivint and be responsible for the remaining balance of the Fortiva account. I do not agree this was done in an honest way but I will live with what’s at hand. Cancel my Vivint account.
Sincerely,
******* ******Initial Complaint
Date:02/13/2024
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 November 20, 2023 I submitted a cancelation request to Vivint for my services at *** ****** ** Newport News VA 23608. I paid my equipment off in full the same day and received verification the following day via email that the payment was accepted. I was told it would take 30 days to cancel and I would be charged one additional time and it would be credited back to me once the cancelation process was completed.
Jan 15 2024 I was charged again by Vivint (2nd time) and called in. They submitted another request to cancel and I was told it was a priority because it shouldn't take longer than 30 days to cancel. I received email confirmation.
Feb 13 2024 I was charged a 3rd time after my original cancelation request. I called in again and they say I should get a confirmed cancelation on Feb 15, 2024 and refunded within 5 to 10 business day. Each charge has been for $37.14, totalling $111.42 which is owed in refund to me.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: April 13, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ***** via email and phone to resolve her concerns. Vivint agrees to cancel Ms. *****’s account and issue a refund of all payment taken after November 20, 2023, to her MasterCard ending in ****.
For any additional questions or concerns regarding this matter, Ms. ***** is encouraged to reach out directly to (******************* / ###-###-####).
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:02/12/2024
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.
In October 2023, I ordered two Vivint Emergency Pendants. When the Vivint Emergency Pendants arrived, I called Vivint and spoke to a person named Gelo to activate the pendants on October 26, 2023. Neither of the two pendants worked. I was told to wait 5-10 business days for the two replacements. In November 2023, I received two replacements for Vivint Emergency Pendants that could not be activated. I was told that I would receive another set of Vivint Emergency Pendants. I received one Vivint Emergency Pendant in January 2024. On January 16, 2024, I again called Vivint and told the representative named Ann that I only received one Vivint Emergency Pendant instead of two. As of this date, I have only one Vivint Emergency Pendant instead of the two for which I paid. I would like to receive my other Vivint Emergency Pendant and have both activated for use. I am a disabled veteran and a senior citizen, and I would like to have these Vivint Emergency Pendants for safety reasons.Business Response
Date: 02/17/2024
02/17/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: 7/19/2021
To Whom It May Concern:
I have reviewed the information provided
by Mr. ******* and
appreciate the opportunity to respond.
In his complaint, Mr. ******* explains
that he ordered two panic pendants and has only received one.
Vivint apologizes for any inconvenience
this has caused. An additional panic pendant has been shipped to Mr. *******. A
representative has contacted Mr. ******* via email to address any additional
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: 02/18/2024
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:02/12/2024
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’m being charged for services that are not rendered. I no longer have the service and the company continues to bill me damaging my credit report.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: May 22, 2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she is being charged for
a service that is not being rendered. Ms. ****** states that she no longer has
the service, and she continues to be billed, which is damaging her credit. Ms.
****** desires a billing adjustment.
A Vivint representative has attempted to reach Ms. ****** to assist
with this matter via email. After reviewing the account, Vivint has determined
that no billing adjustment is warranted. It is Vivint’s policy to suspend
remote access from the mobile application when an account reaches 90+ days past
due. This is the situation with Ms. ******’s account. The monitoring system is
still accessible at the panel and should still be functioning as it is only the
remote access that has been suspended due to the account status. Once the
account is brought current the remote access will be restored.
Vivint’s records indicate that Mr. ***** **** signed a Purchase and
Services Agreement (“Agreement”) on May 22, 2023. On January 18, 2024, Ms.
****** called looking to cancel the monitoring service stating she should be charged
for the monthly monitoring service fee if the remote access has been suspended.
Ms. ****** was informed that the account would still be charged for a minimum
of 120 days, then would be sent to collections if not brought current.
To resolve this matter, Vivint stands by the decision as stated above.
Ms. ****** may contact Vivint’s representative with any questions or concerns
she may have.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness 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: May 22, 2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she is being charged for
a service that is not being rendered. Ms. ****** states that she no longer has
the service, and she continues to be billed, which is damaging her credit. Ms.
****** desires a billing adjustment.
A Vivint representative has attempted to reach Ms. ****** to assist
with this matter via email. After reviewing the account, Vivint has determined
that no billing adjustment is warranted. It is Vivint’s policy to suspend
remote access from the mobile application when an account reaches 90+ days past
due. This is the situation with Ms. ******’s account. The monitoring system is
still accessible at the panel and should still be functioning as it is only the
remote access that has been suspended due to the account status. Once the
account is brought current the remote access will be restored.
Vivint’s records indicate that Mr. ***** **** signed a Purchase and
Services Agreement (“Agreement”) on May 22, 2023. On January 18, 2024, Ms.
****** called looking to cancel the monitoring service stating she should be charged
for the monthly monitoring service fee if the remote access has been suspended.
Ms. ****** was informed that the account would still be charged for a minimum
of 120 days, then would be sent to collections if not brought current.
To resolve this matter, Vivint stands by the decision as stated above.
Ms. ****** may contact Vivint’s representative with any questions or concerns
she may have.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness 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: May 22, 2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she is being charged for
a service that is not being rendered. Ms. ****** states that she no longer has
the service, and she continues to be billed, which is damaging her credit. Ms.
****** desires a billing adjustment.
A Vivint representative has attempted to reach Ms. ****** to assist
with this matter via email. After reviewing the account, Vivint has determined
that no billing adjustment is warranted. It is Vivint’s policy to suspend
remote access from the mobile application when an account reaches 90+ days past
due. This is the situation with Ms. ******’s account. The monitoring system is
still accessible at the panel and should still be functioning as it is only the
remote access that has been suspended due to the account status. Once the
account is brought current the remote access will be restored.
Vivint’s records indicate that Mr. ***** **** signed a Purchase and
Services Agreement (“Agreement”) on May 22, 2023. On January 18, 2024, Ms.
****** called looking to cancel the monitoring service stating she should be charged
for the monthly monitoring service fee if the remote access has been suspended.
Ms. ****** was informed that the account would still be charged for a minimum
of 120 days, then would be sent to collections if not brought current.
To resolve this matter, Vivint stands by the decision as stated above.
Ms. ****** may contact Vivint’s representative with any questions or concerns
she may have.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/12/2024
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 purchased a home in 2021 and had Vivint install a security system. I had intended to live there for the rest of my life. Then, my husband had a full psychotic break, which landed him in the hospital and then was transferred to a series of dual diagnosis rehab centers. In May of 2022, he attempted suicide twice. During this time, I also had extreme health issues and was almost placed on long-term disability. Because of the mounting hospital bills, I had to sell the home and rent. My first rental allowed me to install the system and use the service. I was evicted from this rental because of my husband's suicide attempts. The EMTs had to kick in the door to get to him. In my new rental, my landlord will not allow the installation of the system. I cannot use the service at all. I have been deferring the payment since. The system is paid off and only the contract remains. I called Vivint on Feb. 12 to ask to cancel the contract since I have no way of buying it out -- that would be over $1,000. I am currently in debt over $60,000 because of what happened to my husband and to myself. The Vivint representative told me they could cancel it if I had a terminal illness or cancer, but refused to cancel it for my health issues. I simply do not have the money to pay for a service I cannot use. If Vivint is willing to cancel a contract for cancer, then my health issues and my husband's health issues should also qualify.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 8, 2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. ***** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. ***** and a resolution has been agreed upon. At this time, Vivint has
agreed to forgive the remainder of the monitoring service agreement, however,
Ms. ******** will remain responsible for any balance remaining on the equipment
line of credit. Ms. ***** may contact Vivint’s representative directly if she
has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint 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:02/12/2024
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 never provided a fully working service. Never sent out properly working equipment and locked me into a contract they never full-filled on their end. I paid my bill, the cameras never worked, the panel went out multiple times and if the alarm went off they weren’t able to send anyone to check the home as promised in the contract. Then when the contract switched to monthly I tried multiple times to cancel and was throw into arguments and them trying selling me more stuff. Then hung up on when I didn’t agree with them trying.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: April 4, 2017
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. ****** and a resolution has been agreed upon. At this time, Vivint has
agreed to cancel the monitoring service effective February 13, 2024, when the
written notice of cancellation was received waiving the 30-day cancellation period.
No refund is warranted. Ms. ****** may contact Vivint’s representative directly
if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We became customers when my wife needed to be home alone with the kids as I worked at the hospital and had irregular hours. Previous address: ********************************************. Initially the service was good and we enjoyed the products provided. The time came to move 7/2023. I called the customer support in June to discuss moving. They told me we qualify for a special offer to leave our old equipment behind, get new equipment and have it installed in our new home for 50% of the equipment cost. We went ahead and agreed to that then moved. After moving it took them several weeks to reach out to get my new equipment installed. So I called again spending 90min on the phone for them to say they need to schedule it manually so would call me back. They didnt. I called again in October as I still didnt have my promised equipment despite being charged for service. At that time they said we were not in a service area and they needed to cancel the service. They said it takes 30 days so I waited and then was charged again in November and December. I called again spending another 45min on the phone on 12/5/23 with *************. He again tried to assure me we could have service, then found we couldnt and said the cancellation will be done right away, no more than 30 days. I was then billed again in January. In this time I have spent $630 for service and equipment I havent had access to since July 2023. I want the charges refunded and my account closed as they promised on several occasions. Also, since we left the equipment as Vivint directed, I want a refund of the remaining equipment balance of: $1584.86 to citizens pay as it is unacceptable to charge for services and equipment I dont have and cannot have despite the company telling me we could. Multiple calls and attempts later to resolve it with them have left me feeling like Im running out of options. Please help. Thank you! ******Business Response
Date: 02/16/2024
February 16, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21280968
Complainant: ****************************;
Vivint Account #: ********
Date of Agreement: April 21, 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. A resolution has been agreed upon by **************** and Vivint and is now being processed.
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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