Business Profile

Security Systems

Vivint Smart Home

Headquarters

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

8,409 total complaints in the last 3 years.
2,976 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:01/28/2024
Type:Service or Repair Issues
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 called Vivint to cancel my account on Oct 12, 2023. I was told I had an outstanding amount due of $168.50 from a loan I took out with *******. I immediately paid to clear my account. I asked to cancel my account. ********************** continued to take $42.14 on October 27, November 27 and December 27th. I called on Nov 21st and again on Dec 27th spoke to "*****" asking why $42.14 was still coming out. On Jan 11, **** I again called and spoke to "******" he assured me my case would be escalated for immediate review . As of today Jan 28, **** I have not been refunded my overpayment of $42.14 for Oct, Nov and Dec 2023. I have since cancelled my card to ensure no more payments come out. I want my refund for Oct, Nov and Dec in the amount of $126.42. I was also told by "******" someone from. Vivint would call me on 11 Jan ****. Nobody has ever called.
Business Response
Date: 02/02/2024
February 2, 2024

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 21212118
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: May 6, 2009

To Whom It May ***************** have reviewed the information provided by Ms. *********************** and appreciate the opportunity to respond.

A legal representative from Vivint has recently contacted ****************** via phone to resolve her concerns. At this time, Vivint agrees to cancel Ms. ******** account and issue a refund of all payments taken after October 11, 2023, via check.

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

Customer Answer
Date: 02/02/2024

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:01/27/2024
Type:Billing Issues
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 is on-going, but the problem began roughly 2 years ago, when I received an alert from my credit monitoring service. An account with ********************** home security was opened under my name, using my social security number. As soon as I noticed this, I contacted the Vivint customer support hotline and told them I did not open the account and I did not live at the address listed on the account that was opened. I remember them asking if I filed a police report, and I advised I wasnt interested in making a police report, I just wanted them to be aware this was a fraudulent account so I could get it removed from my credit report. I was told rep it would be handled. I didnt hear anything more about it, and the next time I checked my credit report, the Vivint account was no longer showing to be there. Then, about a month ago, I discovered the account was still open, still associated with my name and security number, and the customer who fraudulently opened my account was trying to transfer the services to a new address. I again contacted Vivint and re-explained what happened two years prior. They confirmed there was an account open but wouldnt disclose any details to me because it wasnt my account and I couldnt provide any of the security confirmation questions or the address the services were currently at. Obviously I couldnt do this, because I am not the one who opened the account. I was told to email their legal team, which I did, and it has been about two weeks now. I havent heard anything in terms of a resolution. I havent been emailed back yet and their customer support continues to transfer me to different departments, all of whom claim they cant assist me. As far as Im aware, Vivint has taken no action in closing an account associated with my stolen identity. I need assistance with this problem. Thank you.
Business Response
Date: 02/02/2024
2/2/2024

Better Business Bureau of ****
**** ********
**************, **** 84129

RE:    Consumer Complaint Case #: 21208126
           Complainant: *********************
           Vivint Account #: *******
           Date of Agreement: 6/8/2020

To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.

In his complaint, ************ explains he did not sign the contract on the referenced account.

A ********************** representative has reached out to ************ via email to request a copy of his ID so an investigation may be conducted. ************ may contact Vivints representative directly if he has any questions or concerns regarding this matter.

If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:01/26/2024
Type:Service or Repair Issues
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.
Vivint uses 2-factor authentication for access to customer accounts. I have lost access to my authenticator app. After 3 phone calls speaking with FIVE different people, I cannot get Vivint to reset my access.Please reset my access and provide me with 2 months monitoring credit.
Business Response
Date: 01/31/2024
January 31, 2024

Better Business Bureau of ****
**** **************************************************************

RE:    Consumer Complaint Case #: 21206442
           Complainant: ***********************
           Vivint Account #: *******
           Date of Agreement: July 29, 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 was able to turn off the two-factor authentication allowing ****************** to re-register his account allowing remote access. Vivint also agreed to provide a credit covering both December and January monthly monitoring service fees. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.

If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:01/26/2024
Type:Product Issues
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.
My husband and I cancelled Vivint Smarthome on October 26th, 2023. It took over an hour to finalize our cancellation. Now, our credit card was charge another monthly fee of ***** after fully paying off Vivint. I have called them 3 times since finding this charge January 16, ****. The first 2 calls did nothing. No refund and no resolving. This past phone call I talked to *************************** and said they did not finalize on their end and I should receive a refund in 5 days. It should not take 5 days to give a credit on something we already paid off. I have tried to email **************** since this past Tuesday, January 23rd, ****, and he has never responded back. No refund has shown on my credit card. I have filed a dispute of this charge with my credit card company and will relentlessly call Vivint to get this finished. They are absolutely horrible. No call backs and no emails to give you a follow through on any conversations. All they do is give you upselling for more products. We were there customer for 16 years. We have all the dispute paperwork with the credit card company if you need that information as well. They need to be looked into. My husband and I are totally stressed out about this. I will take this to small claims court if I have to to get our money back. They claim I was on an autopay and that is why my card was charged again. If my account was cancelled properly there would be no autopay. I cannot talk directly to **************** but will keep trying daily to get this resolved. Customers need to know how awful they are.
Business Response
Date: 02/01/2024
February 1, ****

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 21205850
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 30, 2007

To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.

In her complaint, ****************** explains that they finalized the cancellation of their Vivint account on October 26, 2023. However, their credit card was charged $41.47, and they have called three times to get it refunded. ****************** desires a refund.

Vivints records indicate that a refund in the amount of $41.47 has been processed via check for the payment taken on January 15, ****. ****************** will receive this refund within 5-7 business days. Vivint apologizes for any undue delay in this process.

In addition, ************************* has no further obligations to Vivint and will not be further charged. For any additional questions or concerns regarding this matter, Mr. ***** ****************** 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 Legal

Customer Answer
Date: 02/01/2024

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 do not want them to charge my credit card any longer. I have cancelled my card. I do not want them to continue charging me for a service we have already cancelled. Once I receive the check from Vivint, hopefully this will end this issue.

Sincerely,

*************************
Initial Complaint
Date:01/26/2024
Type:Service or Repair Issues
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.
Summary - the home security system has been plagued with cameras disconnecting from the system, missing video recordings at key times; i.e. vandalism, trespassing, etc. , and requires daily manual restarts of the panel or cameras to ensure video recording.
I live in a highly conservative neighborhood with a white supremacist next door that consistently harass me in an attempt to make me sell my home and move. I need peace of mind that my security system will capture acts of vandalism, trespassing and harassment to be shared with my local police department.
I have had numerous technicians visit my home over past couple of years and none have been able to resolve these issues. They even sent one of my neighbors who worked for them to my home. It was a busy day working from home and I couldn't watch him as much as I would have liked. This was an issue because he invited another person into my home without my permission who proceeded to walk through my entire home without a business need. They had access to all the equipment. Turns out this neighbor was just spying on me and sharing what he learned with other neighbors. Additionally, the technician and/or friend attempted to sabotage my AVR by cross wiring my speakers. Fortunately, there was no damage.
Lastly, my most recent troubleshooting assistance recommended that I purchase their Space Monkey device. They advised it would help to ensure that I would always have access to my video recordings even if the cameras appeared to have disconnected from the system. This is not true! The video recordings are missing when the cameras malfunction. It feels like they were trying to get me to spend more money to recoup their expenses for sending out techs that can't seem to resolve the issues with my security system.
Business Response
Date: 02/01/2024
February 1, 2024

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE: Consumer Complaint Case #: ********
Complainant: ****** ***** *******
Vivint Account #: *******
Date of Agreement: May 28, 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 has been having ongoing issues with his security system. He further explains that he purchased as space monkey device, but he is still missing recordings from the camera. Mr. ******* desires a resolution to his faulty system and a refund of half the cost of the space monkey device.

Vivint’s record shows that a technician was sent to Mr. *******’s home on November 27, 2023, to resolve his equipment concerns. In addition, a three-month reoccurring credit was applied to his account on October 5, 2023.

Vivint’s records show that Mr. ******* signed a Purchase Service Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $34.99, and total equipment fee of $3,050.53 that was financed through Citizens One, plus any applicable taxes, during that term.

For any additional questions or concerns regarding this matter, Mr. ******* 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 Legal
Customer Answer
Date: 02/02/2024

Complaint: ********

I am rejecting this response because: I received an email response from Tari encouraging me to reach out. I sent a response email advising that I was available to speak and provided my telephone number for her to reach out. The next communication I received was from the BBB. It's unclear what I need to do next to encourage Tari to reach out to further discuss the ongoing challenges of the security system.

Sincerely,

****** ***** *******
Business Response
Date: 02/07/2024
February 7, 2024

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE: Consumer Complaint Case #: ********
Complainant: ****** ***** *******
Vivint Account #: *******
Date of Agreement: May 28, 2021

To Whom It May Concern:

I have reviewed the additional information provided by Mr. ****** ***** ******* and appreciate the opportunity to respond.

A legal representative has once again called and left an email for Mr. *******.

Vivint’s record shows that a technician was sent to Mr. *******’s home on November 27, 2023, to resolve his equipment concerns. In addition, a three-month reoccurring credit was applied to his account on October 5, 2023.

Vivint’s records show that Mr. ******* signed a Purchase Service Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $34.99, and total equipment fee of $3,050.53 that was financed through Citizens One, plus any applicable taxes, during that term.

For any additional questions or concerns regarding this matter, Mr. ******* 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 Legal

Customer Answer
Date: 02/09/2024

Complaint: ********

I am rejecting this response because:
Just as before, the Vivint legal team representative has misrepresented the facts. I have only received emails from her and no calls or voice messages. The first email from the representative was on 01/30/24 and asked when she could reach out to me. I responded with my phone number and an invitation to call to me within 6 minutes of receipt.

Next, I received an email from the BBB advising me the representative was unable to reach me stating she had called numerous times. I received an email from the representative stating the same on 02/07/24. I responded to that email within about 20 minutes or receipt. I advised the representative that I have never received a call nor a voice message from them and have telephone records from my carrier to prove it. I also encouraged her to confirm she was dialing the correct telephone number as I can completely understand that mistakes will happen. As will all my dealing with Vivint personnel she wouldn't acknowledge her deceit. Instead, the next email I received advised me, "You may email me tomorrow or at your earliest convenience."

I responded requesting the best phone number and hours during the day that I might reach her. I received the following response, "My phone number is listed below and you may also respond directly to this email." I responded once again, " At what times during the day will you be available?" I have yet to receive a response. That email was sent to her at 2:02 PM MST 02/08/24. I am going to call Tari D** at the number she has listed in her email signature line, ###-###-####.

I'm curious to see what she will say next either via email or by phone.
Sincerely,

****** ***** *******
Business Response
Date: 02/13/2024
February 13, 2024

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE: Consumer Complaint Case #: ********
Complainant: ****** ***** *******
Vivint Account #: *******
Date of Agreement: May 28, 2021

To Whom It May Concern:

I have reviewed the additional information provided by Mr. ****** ***** ******* and appreciate the opportunity to respond.

Vivint stands by its previous resolution.

Vivint’s record shows that on January 30, 2024, February 1, 2024, February 7, 2024, and February 12, 2024, phone calls and voice messages were left for Mr. ******* at his ###-###-#### phone number. In addition, Vivint has over 20 email correspondences with Mr. ******* at ************************ in an attempt to address any further issues.

Mr. ******* may response directly via email with his 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 Legal

Customer Answer
Date: 02/13/2024

Complaint: ********

I am rejecting this response because:

I disagree with Vivint’s response because it doesn’t address my concerns. Tari D** has made repeated claims of attempted phone contact. These claims remain unverified by me and my service provider.

I had an identical situation occur with their Executive Resolution team member, Seth W****. I provided evidence refuting claims of attempted contact and confirming my claims of contact in that interaction.

To this point, communication breakdowns with Vivint and lack of willingness to discuss options raise concerns about good faith efforts. I've offered to make accommodations should the legal team need to speak outside of traditional business hours. That includes offering to call in order to mitigate any issues of failed contact.
The legal team should have all correspondence I've had with their firm regarding ongoing issues with the security system. I am unclear what additional information they require.

I am very confused that each of the responses sent to the BBB references a failed technician visit. Do these references imply an inability to solve equipment issues or justify unreliable service? The technician that installed the Vivint Smart Drive aka Space Monkey advised me it would resolve the issues of losing security camera footage. He said that this is because the footage is stored locally versus in the cloud. I told him that I didn't really want to spend more money on a system that was proving to be less reliable than I liked. He advised it would be a good investment because it would not only fix the issues, it would also give me 24 hour footage on a rolling 30 day window.

This has not been the case. I've had to implement a stop gap strategy to help mitigate some of the lost security footage that occurs daily. It's not a perfect solution, but it works well enough when I'm able to commit the time required.

I seek a prorated refund for the Smart Drive based on its unfulfilled promises. I also seek contract release as a safety net due to concerns about future equipment issues and unresolved problems.
Thank you, BBB for providing this service. Please reach out if you require any additional information.

Sincerely,

****** ***** *******
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 28, 2021

To Whom It May Concern:

I have reviewed the additional information provided by Mr. ****** ***** ******* and appreciate the opportunity to respond.

At this time, Vivint agrees to release Mr. ******* from his contract without penalty. In addition, a full refund for the Vivint smart drive in the amount of $297.49 has been issued to his card ending in ****.

Mr. ******* has no further obligations to Vivint for his services; however, he is still responsible for the cost of his initial equipment that was installed on June 1, 2021, to Citizens line of credit.

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 Legal

Customer 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.

Thank you BBB for providing this forum to facilitate communication between me and the Vivint Legal Team.

Sincerely,

****** ***** *******
Initial Complaint
Date:01/26/2024
Type:Service or Repair Issues
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 21, I had a technician uninstall my Vivint Home Security System. On January 18th, I had a technician arrive at my new house to install my equipment. At that point, I was told by the technician that not all of the pieces were uninstalled and that he did not have the parts to install my equipment. This technician, ****, then told me that he would order the equipment or find another technician that had the equipment on hand so that he could install the next day or he would reschedule through HQ. He assured me that he would be in contact either the next day or Monday of the following week. I have yet to hear from **** and he will not return any of my phone calls or text messages and there has not been an appointment scheduled. Therefore, I reached out to corporate to figure out a solution and was in contact with a woman that told me she would call me in 20 minutes, but after an hour and a half, I had to reach back out to Vivint. I then talked with **** and went through the exact same process as before, but with worse results. ****** in scheduling continued to only try and schedule dates that were further out than before and on dates that I told them I was not available. After that exchange, I hung up and was in touch with customer loyalty. They were helpful in providing the number for the tech that was scheduled to install my equipment on the day that I am not available and I was told to get with him to try and reschedule. I am currently talking with ******, but again, this is not my job and this needs to be remedied immediately. I have been waiting for this installation for over two weeks and as an active duty military member, this is not how this transition should work.
Business Response
Date: 02/01/2024
February 1, 2024

Better Business Bureau of ****
**** **************************************************************

RE:    Consumer Complaint Case #: 21203957
           Complainant: ***************************
           Vivint Account #: ********
           Date of Agreement: September 2, 2020

To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.

A Vivint representative has reached out to ********************** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional to install the equipment and apply a credit in the amount of $96.42 covering three months of monitoring service fees.********************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.

If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:01/26/2024
Type:Service or Repair Issues
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 am unfortunately reaching out to you once again. I apologize that I am taking this route but I have been with Vivint for a very long time and it has been continuous issues. I chose to stay with Vivint to avoid the headache of re-installing equipment with another vendor but this company is completely out of hand. Again, if I am late on my bill, something stops working from Vivint. Either a camera stops, notifications stop, the app stops working, there is a constant issue that is never resolved unless I have a Zero balance.I am a single provider in my household, I work a full time job and I have someone that watches my dog a few days a week and need my access to the app that I pay for. Last week I was told if I set up 2 payments that are automatic that it secures my account with NO Interruption. The first patient posted yesterday, 1/25. Second one is not due until 2/8. This morning, our apps were deactivated. I had spoken to 3 reps so far this morning whom all gave different info. I had spoken to a supervisor who put me on hold then got disconnected. I also had an equipment that wasnt working a few months ago and we didnt know why. When I called Vivint, I was told they would send a tech out to check the issue. The tech stated. The carbon monoxide detector was expired and he had to replace. I then ended up with another $100 tech fee because Vivintd equipment wasnt working and expired and had to be replaced. That is not a customer issue nor should there be a fee as we as customers have no idea that a piece of your equipment is expired. Id appreciate a response as I feel I would need to put this info on the BBB website because Vivint is causing a constant issue. My payments may be late but always paid.In addition to this complaint, I reached out to the legal assistant at Vivint whom helped me previously with another major issue last year and that person BLOCKED my email according to the return receipt. This company is SO unprofessional and a scam when it comes to their service and equipment.
Business Response
Date: 02/01/2024
February 1, ****

Better Business Bureau of ****
**** *******************************************************************;

RE:   Consumer Complaint Case #: 21203213
         Complainant: ***************************
          Vivint Account #: *******
          Date of Agreement: January 19, 2019

To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.

In her complaint, ****************** states that if she is late on her bill something stops working. ****************** states that she was told that if she scheduled two automatic payments it would secure her account without interruption.****************** states that two payments were set up, however, her mobile app was suspended anyway. ****************** desires to have her equipment serviced and a credit to her account.

A ********************** representative has attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost. Vivint also agrees to provide a credit covering one month of monitoring service fees.Vivint did verify that Ms. ******** mobile app for remote access is currently active.

Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on January 19, 2019. ****************** called Vivint on August 26, 2023, about her CO detector beeping. Troubleshooting was completed and it was determined the CO detector had expired and needed replacing. ***************** requested a Smart Home Professional and agreed to a $99 copay for the service visit. ****************** called Vivint on December 22, 2023, due to her mobile app being deactivated. It was explained that when an account reaches 90+ days outstanding,the mobile app/remote access is suspended. ****************** made a payment and schedule a payment for January 25, ****. Vivint was able to have the remote access turned back on, however, advised ****************** was informed that Vivint could not guarantee it would not be suspended again after the January invoice was processed.

To resolve this matter, Vivint agrees to the resolution as stated above. ****************** may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:01/25/2024
Type:Billing Issues
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.
When purchasing the vivint equipment, I was informed that if I move, the relocation installation would be free of charge. I moved in May 2023 and self installed some equipment.January **** I contacted vivint stating that I needed to change the address and was told that I couldn't do that and if the alarm went off, it would just be a false positive. I was also informed that I either had to pay $599 for an upgrade, or $149 for a move. I told them the sales person I purchased the system from said that it was going to be free and they said that this information was incorrect. since the practices were deceptive, I want to cancel the contract IMMEDIATELY with zero penalty.
Business Response
Date: 01/31/2024
January 31, ****

Better Business Bureau of ****
**** *******************************************************************;

RE:   Consumer Complaint Case #: 21199460
         Complainant: *****************************
          Vivint Account #: *******
          Date of Agreement: June 9, 2020

To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.

In his complaint, ****************** states that he was told when he purchased his Vivint security system, if he were to move, there would be no cost. ****************** states that he moved in May 2023, and self-installed the equipment. ****************** states that in January ****, he contacted Vivint to update the service address, however, he was told this could not be done without a fee. ****************** desires to cancel the monitoring service agreement without penalty due to what he feels are deceptive practices.

A Vivint representative has attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** agrees to update the service address to the new service location, however, will need to speak directly to Ms. and ****************** before doing so. They were provided with contact information for direct contact with a Vivint representative to have the change made.

Vivints records indicate that Ms. and ****************** signed a Purchase and Services Agreement (Agreement) on June 9, 2020. ****************** contacted Vivint on January 23, ****, informing Vivint of the move and requesting for the service address to be updated. They had purchased several pieces of equipment from a third party and had requested a Smart Home Professional to be scheduled for assistance. Due to the service address, one could not be scheduled.

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 Legal
Initial Complaint
Date:01/25/2024
Type:Billing Issues
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.
Vivint provided us with home security through June of 2023. We promptly cancelled the service and paid for the appropriate cancellation fees. However, the company has continued to debit our account $57.13 since June of 2023 through December of 2023. We contacted them again in October to try to rectify this matter. An email confirmation of the cancellation was submitted by us pursuant to their request, yet they continued to debit our account. We called again in November of 2023 and spoke to a representative who advised the matter was rectified. We have been charged again in December of 2023. We have now had to notify our bank that these charges are fraudulent. I am asking for a reimbursement of $342.78 in these unauthorized debits. If the company refuses, I will have to seek recovery in Court.
Business Response
Date: 01/31/2024
January 31, 2024

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 21187071
Complainant: ******* and **************************;
Vivint Account #: *******
Date of Agreement: June 25, 2019

To Whom It May ***************** have reviewed the information provided by ******* and *************************** and appreciate the opportunity to respond.

In their complaint, they explain that they cancelled their account in June of 2023, but they are still being charged. The Kelleys desires a refund.

A legal representative from Vivint has attempted to contact Mr. ***** **************** via email and phone to resolve their concerns. At this time, Vivint agrees to cancel Ms. ********************** account and issue a refund of all payment taken after June 6, 2023, to her card ending in **** or via check.

For any additional questions or concerns regarding this matter, Mr. ***** **************** 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 Legal
Initial Complaint
Date:01/25/2024
Type:Billing Issues
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 canceled their services approximately 6 months ago over lack of service ,, three repair requests with home repair promised went un answered. A car drove through my yard and they had no video of it .Yet I can see the neighbors across the street enter and leave their house per my door bell camera ? I canceled account momths ago and they still continued auto pay .I called my bank Telhio credit union. Their answer was to cancel and reissue a new card . .They continue to add monthly charges and call daily even holidays ! They will Not cancel account and are driving me insane .My wife and I are disabled. How do I stop these idiots ?
Business Response
Date: 01/31/2024
January 31, 2024

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 21144021
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: March 1, 2019

To Whom It May ***************** have reviewed the information provided by Mr. ***************************** and appreciate the opportunity to respond.

In his complaint, ****************** explains that they cancelled their services 6 months ago due to lack of service. ****************** explains that they have called their bank to stop auto payment and they are still getting bills. ****************** desires no further contact by the business.

At this time, Vivint agrees to cancel Mr. ******** Agreement and waive his past due balance of $345.81.

Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $59.99, and total equipment fee of $1,082.20, plus applicable taxes, during that term.

Despite the validity of this agreement, Vivint agrees to the above resolution. ****************** may contact ********************************** / ************) directly if he has any further questions or concerns regarding this matter.

If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal

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