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:01/22/2024
Type:Order 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.
We have had vivint home security for about 8 years. Have always paid our bills even when they tricked ** into a contract we didn't want. We recently sold our modular house in ************ June of 2023 and moved to **************. When I say we sold our house, I mean that it was moved off the property. We then moved into our camper in **************. I went to cancel our service with vivint because they obviously couldn't give us the security service in our camper with no wifi. after being on the phone with them they told me I had to pay the cancellation fee. I told them that it was not my fault that they couldn't provide me the service stated in the contract and I wasn't going to pay for something I couldn't use. They refused to listen or work with me. I would like to get this matter resolved because I don't believe talking to them has gotten me anywhere.
Business Response
Date: 01/26/2024
January 26, 2024

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

RE:    Consumer Complaint Case #: 21179395
           Complainant: *****************************
           Vivint Account #: *******
           Date of Agreement: November 5, 2016

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 remove the account from collections, leaving the account closed. ********************* has no further obligation to Vivint. ********************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Initial Complaint
Date:01/21/2024
Type:Billing 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.
Terminated Vivint service due to the sale of my house in Sept. 2023 located at ***************************************************************************. They have continued to charge me and the current owner for services on my credit card. I have spoken to at least 3 supervisors who promised that they would correct the billing issues and refund me over $200.00 in over and unauthorized charges. Now for the past 3 months, I'm getting harassing phone calls almost daily from Vivint stating that there is an issue with my account that must be handled immediately and saying my account was 4 months past due when I haven't lived in that house for over 4 months. Please help. Thank you.
Business Response
Date: 01/27/2024
January 27, 2023

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

RE:   Consumer Complaint Case #: 21175412
          Complainant:  *****************************
          Vivint Account #: *******
          Date of Agreement: 2/19/22

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

In her complaint, ************************** states that he canceled because he sold his home in September 2023. He continues to be charged as is the new owner.

Vivint agrees to cancel Mr. ************ Agreement and forgive his past due balance.

Vivints records indicate that ************************** signed a Purchase and Services Agreement (Agreement) on 2/19/22 with an initial term of sixty (60) months which states If, at any point during the initial term of this Contract, you fulfill your obligations to pay all amounts owing for the purchase of any equipment pursuant to the **** then you may terminate this Agreement without penalty or early termination fee with thirty (30) days prior written notice. Vivints records indicate that ************************** called to cancel his account on 10/10/23. **********************'s records show that on 12/2/23 ************************** called to inquire as to why his account had not cancelled and was informed that his account had not been cancelled because the required notice of cancellation had not been submitted. Vivints records indicate that ************************** submitted the written notice of cancellation at that time. Vivints records indicate that Mr. ************ account was cancelled on 1/22/24 effective 1/1/24 in accordance with his agreement. Vivints records show that in a gesture of goodwill, *********** was given a credit of $67.19 for charges owed.
.
A representative from Vivint has reached out to ************************** in an effort to resolve this matter. Vivint has agreed to the above resolution. ************************** has no further obligation to Vivint and may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,
Vivint Legal
Customer Answer
Date: 01/29/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*****************************
Initial Complaint
Date:01/20/2024
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 have an old account with ********************** that is still in my name. This needs to be transferred in my ex wife's name (*******************************) , as I no longer live there. The address is *********************************************************Please assist. I have tried to go through your automated system and it is of no help in this situation. Please note that I have multiple Vivint accounts - THIS IS FOR 506 *************** **** ** *****
Business Response
Date: 01/26/2024
Tell us why here...1/26/2024

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

RE:    Consumer Complaint Case #: 21174159
           Complainant: ***************************
           Vivint Account #: *******
           Date of Agreement: 9/10/2014

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

In his complaint, ****************** explained he wants his account in his ex-wifes name instead of his.

A representative has contacted ****************** via email to get his ex-wifes contact information. Vivint will then begin the process of having his ex-wife take over his account.

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:01/20/2024
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 signed up for vivint and I am currently financing the equipment through fortiva. The equipment is faulty and does not work. I have scheduled multiple technicians to come to my home and they each tell me something different. The last person to visit my **** told me I was sold the wrong equipment and that it was basically useless unless I bought more equipment. I have spoken to vivint several times about this but they refuse to work with Me. All they want to do is sell me more products. I wish to return the cameras and obtain a refund.
Business Response
Date: 01/24/2024
January 24, ****

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

RE: Consumer Complaint Case #: 21173805
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: May 2, 2022

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

In her complaint, ********************** states that her equipment does not work. She states she has had technicians come to her home and each tell her something different. ********************** states the last technician told her she was sold the wrong equipment and that it is useless. ********************** desires a refund.

A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint offered the following 1) to move the garage camera to a more optimal location to where it will work with the system, 2) to provide a refund for the garage camera to be applied to the line of credit for the cost of the camera.

Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on May 2, 2022. Vivint records show October 24, 2023, ********************** reported her network offline, and the cameras were offline. Vivint records show ********************** requested a technician. November 30, 2023, ********************** reported that her backyard camera does not record at night, recording settings were adjusted. December 28, 2023, ********************** reported that her cameras are offline constantly. ********************** requested the cancellation of her account. ********************** records show she accepted a free technician. On January 16, ****, ********************** accepted a rate of $29.99 to prevent cancellation of the account, as well as a free technician. January 22, 2023, ********************** requested the cancellation of her account. ********************** records show a technician was scheduled to determine whether or not her system was unserviceable. On January 23, 2023, a technician went to the home of ********************** and inspected the system, also performed some repairs. Vivints technician determined that the system was able to have service, however, the Garage camera would not be serviceable with the system.

With the provided information Vivint offers the above-listed resolutions. ********************** 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 Legal

Customer Answer
Date: 01/29/2024

Complaint: 21173805

I am rejecting this response because:
Sincerely,
***************************
I want a refund for the cameras I was sold. They do not work and I am tired of trying to Work with your company. I have expressed my multiple complaints to you and you refuse to listen to me
Business Response
Date: 01/31/2024
January 31, ****

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

RE:   Consumer Complaint Case #: 21173805
         Complainant: ***************************
          Vivint Account #: *******
          Date of Agreement: May 2, 2022

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

In her rebuttal, ********************** states that she would like a refund for the cameras she was sold. She states the cameras do not work. ********* desires a refund.

A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint offered the following 1) to move the garage camera to a more optimal location to where it will work with the system, as well as a technician to resolve the remaining system issues. 2) to provide a refund for the garage camera to be applied to the line of credit for the cost of the camera. 3) Cancellation of the remaining Vivint monitoring contract without further penalty. However, ********************** will remain responsible for the remaining fees associated with the equipment.

Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on May 2, 2022. Vivint records show October 24,2023, ********************** reported her network offline, and the cameras were offline.Vivint records show ********************** requested a technician. November 30, 2023,********************** reported that her backyard camera does not record at night, recording settings were adjusted. December 28, 2023, ********************** reported that her cameras are offline constantly. ********************* requested the cancellation of her account. ********************** records show she accepted a free technician. On January 16, ****, ********************* accepted a rate of $29.99 to prevent cancellation of the account, as well as a free technician. January 22, 2023, ********************** requested the cancellation of her account. ********************** records show a technician was scheduled to determine whether or not her system was unserviceable. On January 23, 2023, a technician went to the home of ********************** and inspected the system, also performed some repairs. Vivints technician determined that the system was able to have service, however, the Garage camera would not be serviceable with the system.

With the provided information Vivint offers the above-listed resolutions. ********************** 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 Legal
Customer Answer
Date: 02/02/2024

Complaint: 21173805

I am rejecting this response because: Your company is charging me now for the free technician visits you offered and you still cannot guarantee that my cameras will work. Each time I am informed of something completely different. I have reported that all cameras are down not just the garage cameras but you insist on only focusing on the garage camera. I don't understand why I am responsible for equipment that does not work. I want the cameras gone and refunded for them. I don't want more equipment from you nor do I want more promotions applied. You did not even honor the price of ***** as you are charging me the higher rate still. I feel as if I'm being robbed by your company.

Sincerely,

***************************
Business Response
Date: 02/08/2024
February 8, ****

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

RE:   Consumer Complaint Case #: 21173805
         Complainant: ***************************
          Vivint Account #: *******
          Date of Agreement: May 2, 2022

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

In her rebuttal, ********************** states that Vivint is charging her for the technician that was supposed to be free. She states Vivint still cannot guarantee that her cameras will work. She states Vivint did not honor the $29.99 monthly rate that was offered to her. ********************* desires to have the cameras removed and to be refunded for them.

A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint offered the following four (4)free months of monitoring service, a permanent reduction of $15.00 off of the monthly without an extension of the contract, and four (4) free door/window sensors along with a technician free of charge to install them.

Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on May 2, 2022. Vivint records show October 24,2023, ********************** reported her network offline, and the cameras were offline.Vivint records show ********************** requested a technician. November 30, 2023,********************** reported that her backyard camera does not record at night, recording settings were adjusted. December 28, 2023, ********************** reported that her cameras are offline constantly. ********************* requested the cancellation of her account. ********************** records show she accepted a free technician. On January 16, ****, ********************* accepted a rate of $29.99 to prevent cancellation of the account, as well as a free technician. January 22, 2023, ********************** requested the cancellation of her account. ********************** records show a technician was scheduled to determine whether or not her system was unserviceable. On January 23, 2023, a technician went to the home of ********************** and inspected the system, also performed some repairs. Vivints technician determined that the system was able to have service, however, the Garage camera would not be serviceable with the system.

With the provided information Vivint offers the above-listed resolution. ********************** may contact Vivints representative directly with any further questions or concerns in this matter.

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

Sincerely,

Vivint Legal
Initial Complaint
Date:01/20/2024
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 had a new security system installed by Viviant Alarm systems and it was supposed to be done in one day but they were on their second day of trying to get it to work. The second day they were having problems with it. So I spoke to the salesman and he said he would have a second technician come over to help. But I overheard the telephone person that I was also going to be charged a weekend service call due to their problems not getting it installed at my appointment time. So, I still talking to the salesman when I heard the telephone lady and technician talking about the extra charge. I related to the salesman that I wanted them to just take the system out because thats not what I agreed upon. The salesman said that he would not charge me a months charge if he would let them install it. I told them no take it out because if thats the way they do business I dont want anything to do with their company. So, now ************* and Vivant Alarms are bothering me about payment for the install but I have told them I wasnt paying, just like I told the salesmans the time of install they can just take their equipment back with the technician that couldnt figure out how to install it. They Fokker money off my credit card and I called ******* and told them the problems I was having and they refunded my money back to my card. Since then they have tried to take money off my card again so I had to close my card.
Business Response
Date: 01/25/2024
January 25, 2024

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

RE: Consumer Complaint Case #: 21173526
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: August 26, 2023

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

A legal representative from Vivint has reached out to ******************** through phone in an effort to address and resolve the current issue. 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: 02/14/2024
Good afternoon,
We are wanting our complaint to be reopened as Vivint and their lender Citizen PAY are still trying to contact us for payment. We do not have this service and canceled it the same day we got it.
It did not perform as was promised to us.
We no longer have the equipment either.
A representative from Vivint came and picked up all the equipment that was given to us on the day of installation.
We have explained to Citizen PAY about this situation and they still asking us for payment for services that we do not have with the company Vivint. Acct number ********* phone ************
Citizen PAY number is ************
The account number associated with it ends with 3376
The numbers preceding this last 4 are xd out and we do not know them.
If you could please reopen this case so hopefully we can get this resolved and closed.
Thank you for your time.
Business Response
Date: 02/19/2024
February 19, 2024

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

RE: Consumer Complaint Case #: 21173526
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: August 26, 2023

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

At this time, Vivint agrees to cancel ******************** account and Citizens line of credit without penalty and a request has been sent. Vivint apologizes for any undue delay in this process.

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
Initial Complaint
Date:01/19/2024
Type:Billing 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 closed on the sale of my home in ** on 7/20/23 and a few weeks before closing the buyer agreed to take over my existing Vivint alarm system with about 6 months left on my agreement. Multiple calls ensued first with the buyer, then myself to Vivint reps, and the confusion they caused was unbelievable. First they agreed to the buyer taking over, then the buyer informed me that they denied it. Later, I discovered that the Vivint rep intentionally offered my buyer a lower rate in what is a classic bait and switch. This left me liable for the remaining six months of my agreement totaling over $600, I reluctantly agreed to pay off my remaining balance to be done with them when I was offered a 50% discount to pay it off in full which I did in the amount of $306.13. I was informed that my account was now closed and no balance remained. On January 16,2024 I received a collection notice from Sequin Asset Solutions LLC, a debt collector in the amount of $342.70. I called Vivint on January 18th and first spoke to ****** who confirmed that I had a zero balance on my account. When I asked why I was sent to a collection agency on 12/26/23, I was transferred to their Collections agent ******. When I asked ****** why I was sent to collections when I was told I had a zero balance, she replied that I owed $342.70 on my account because the new owner did not take Vivint as their alarm system. I explained that I was told I was to be given a 50% discount to pay off the account in full. This is clearly a thinly veiled attempt to hold me liable for their lack of professionalism and mishandling of this entire matter. I repeatedly had to ask if she could see my payment on 7/20/23 and she finally said she did. When I asked why they were not honoring their agreement from July she said she didn't know. She stated another team was to call me back within an hour or two with further information, and I have not heard from them as of this writing.
Business Response
Date: 01/24/2024
January 24, 2024

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

RE:    Consumer Complaint Case #: 21172394
           Complainant: *******************
           Vivint Account #: *******
           Date of Agreement: August 28, 2014

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 remove the account from collections, leaving the account closed. ************* has no further obligation to Vivint. ************** 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
Customer Answer
Date: 01/24/2024

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:01/19/2024
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 have gotten Vivint less than a month and they told me I had a 39 day trial and I contend before the 30 days and now they saying I have to pay
Business Response
Date: 01/25/2024
January 25, 2024

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

RE: Consumer Complaint Case #: 21172142 Complainant: Samaria Pineda
Vivint Account #: ********
Date of Agreement: December 30, 2023

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

A legal representative from Vivint has reached out to ***********************************, the contract signer via phone to address and resolve the current issue.

At this time, Vivint agrees to cancelled Mr. ********** Agreement and Fortiva loan with a full refund if the equipment is returned. For any additional questions or concerns regarding this matter, **************** and ********************** 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: 01/25/2024

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.

Sincerely,

***************************
Initial Complaint
Date:01/19/2024
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.
In July 2023, I contacted Vivint about upgrading our alarm service after we were informed or equipment was outdated as we have been with the company since about ******************************************************* old equipment for their new.The main issue that has brought harm, stress, and problem to our home and family is that we were informed the equipment total would be financed through the company over 18 months, increasing our payments slightly, to which we agreed. Their process is pay in full before techs come to install or you can get approved for financing with a soft pull on credit and only after that approval suitor they come to install. We were approved at that time for financing and they came to install. There were no issues until a couple months later when I saw my bill went from $60 to $2,000 plus. I called to report the error multiple times. They were able to see where I should have received financing and could not see where the disconnect lied. I received on one of the final calls that I had until the end of the month or 30 days to resolve them repulling my credit since they could not find where they had done that. We were preparing to purchase our home and could not have our credit touched and it was also not our error. Weekly... sometimes multiple times a week, they attempted to charge my card on file without our knowing. Thankfully, we keep our cards locked for protection.Now, they have disconnected our service, revoked access to our online service, discontinued connecting to authorities in the event an incident were to occur, and sent our account to collections such effects my credit. This has caused financial hardship, stress because we have children and cannot monitor our cameras, protect or home as intended, and my husband who works nights leaves me and the kids at home alone.This should have been resolved internally by honoring the agreed upon financing. We are asking they honor this and restore it service promptly.
Business Response
Date: 01/26/2024
January 26, 2024

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

RE:    Consumer Complaint Case #: 21118552
           Complainant: ***************************
           Vivint Account #: *******
           Date of Agreement: March 11, 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 remove the account from collections, leaving the account closed. ******************* has no further obligation to Vivint. ******************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Initial Complaint
Date:01/19/2024
Type:Customer Service 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 requested cancelation several months ago and they still keep charging me. I have told my credit card company to stop payment and to dispute the past four months of charges. That said, they make it extremely difficult to cancel as they don't show on there website to do, and today the representative said I have to submit a written request to cancel. Horrible customer service, to say the least.
Business Response
Date: 01/24/2024
January 24, 2024

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

RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: August 28, 2009

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 account associated with Mr. ******* effective October 4, 2023 and to clear the balance of $202.56. 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 Legal
Initial Complaint
Date:01/19/2024
Type:Billing 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 set up an account for my fathers house and used it for several years. The address of his account was *************************** ******* ** *****. I purchased the equipment outright and did not need to make payments for that. The payments for service was linked to my fathers account and were made automatically. My Father passed away in March of 2023. I continued service while we got the house ready to sell. The equipment was unhooked on August 29th 2023 and we called to cancel service on or near that day. The house was sold September 1st. When we called to cancel they tried to get us to transfer the account to another location. After letting them know we were not interested in doing that at that time, we were told the account would be canceled. The bank account it was billed to was closed shortly after that. We were contacted months later and told we owed around $200.82 for service. They told us the service was not canceled because we didn't email a cancelation notice. We were not told we needed to do this by the person on the phone when we called to cancel it. I spoke to customer loyalty several times to resolve the issue. Most were very professional but not helpful. 1 woman was extremely rude and should not have a position working with the public. They agreed to lower it to $75.82. We did pay this under duress today, January 19th ****, to stop collection action and hurting my credit. I do feel that it should have been canceled when we called and were told it was. I should not have had to pay anything. I feel like I was extorted to pay this to protect my credit history. I would like a refund of this payment! The account service number was *******
Business Response
Date: 01/25/2024
January 25, ****

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

RE: Consumer Complaint Case #: 21168464
Complainant: ********************* (********)
Vivint Account #: *******
Date of Agreement: October 10, 2020

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

In her complaint, Ms. ********* explains that she set up a Vivint account for her father who has now passed away. She further explains that she called to cancel the account and the system was unhooked on August 29, 2023, however the account was not cancelled. She further explains that she had to pay $75.82 to prevent the account from going into collections. Ms. ********* desires a refund.

At this time, Vivint agrees to refund Ms. ********* the $75.82 that was paid on January 19, ****, and cancel her account without penalty. Ms. ********* is encouraged to reach out directly to ********************************** / ************) to agree on a refund method.

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: 01/25/2024

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.

Sincerely,

********************* (********)

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Vivint Smart Home is BBB Accredited.