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
- 8,420 total complaints in the last 3 years.
- 2,975 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:01/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My wife ****** ******* and I had a Vivint alarm system at our home in Draper located on Fort Street, we sold the home then called to request cancelation of the contract they tried so hard to get us to move to our new address but we did not want that they also tried to get us to sell to the contract to the new owners which I had no intention to do as we wanted it canceled and be done as we did not like the service. They told us we had to pay the remaining balance which we did in full in August then a few months later in December they charged our credit card again 3 times for past months which they had no authorization to do. My wife has called for over a week and they will not credit our card or get us to anyone we can talk to in order to resolve so I have disputed the charges on my AMEX card and wanted to file a case with the BBB.
Business Response
Date: 01/08/2024
January 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: October 29, 2019
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ******* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ******* in an effort to address and resolve the current issue. Mr. ******* is encouraged to reach out directly to (******************* / ###-###-####) with any further questions.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/02/2024
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 took out a line of credit without explanation. I now have to pay the line of credit and them as well. They recorded a false video and cut off the video after I asked questions about their service. I want to get out of this line of credit they falsely took out with Citizens and close that account. They were not truthful about what they were going to do to me.Business Response
Date: 01/08/2024
January 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: May 18, 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 Vivint took a line of credit out without an explanation. She states Vivint recorded a false video and cut it off after she asked questions about the service. Ms. ***** desires a billing adjustment.
A Vivint representative has attempted to contact Ms. ***** via email in efforts to resolve this matter. Vivint offers to reduce the monthly service fees by $25.00 permanently.
Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (“Agreement”) on May 18, 2023. Vivint records show that Ms. ***** agreed to the costs of the equipment listed on the Agreement as $3,900.70 plus an installation fee of $199.00 when signing the Agreement. Vivint records also show Ms. ***** participated in an audio and video recorded Pre-Installation Survey (“Survey”) on May 18, 2023. Ms. ***** is shown and heard agreeing to and acknowledging being approved for the Citizens Line of credit in this Survey. Vivint records also show Ms. ***** agreeing to the fact that the Vivint representative outlined the Citizens Line of Credit terms and conditions to her. On December 14, 2023, Ms. ***** called Vivint with questions regarding her Line of Credit and explained that she was not aware that she would have two (2) separate bills. On December 26, 2023, Ms. ***** reported that she was confused on her bill.
With the provided information Vivint offers to reduce the monthly service fee by $25.00 permanently. 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:01/02/2024
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.
On December 13,2023 at approximately 5:00 A Vivint sales associate rang my doorbell. I let him in because I thought he was coming to repair some issue's that I was having with my sensors that was already installed. I had requested help, and a technician was scheduled to arrive on the 21 of December. The technician said he was here to upgrade some of my equipment. I immediately told him that I was a widow and could not pay any more for a premium than my current bill. He assured me that this upgrade would cost me only eight dollars more than my current ************** he sent the documents to my phone, I told him that I'd had eye surgery and could not read the fine print. The ******** scrolled on the phone to help me. I asked him why he needed all this information. He told me just to make sure the info was current on file. I could see my name prompted on the document signed electronically. Again, I told him if he was signing me up for an agreement, I wouldn't be able to pay. As we talked, he also ran a credit for the Company Fortiva for $796.47. I told him I was in a hurry to go to Choir Practice... I didn't even know about the $54.24 that debited to my account the same day. I am a 79-year-old black female that was scammed. I did not confirm the last document that was sent to me at choir practice. A friend helped me to see that I would be signing an agreement for the $796.47. I do not wish to be a customer of **********************. I need them to come to my residence and get their equipment. Please if you can help me I assure you I will never let another salles rep in my house. Thank you! *************************Business Response
Date: 01/08/2024
January 8, 2024
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 21088045
Complainant: *************************
Vivint Account #: ********
Date of Agreement: AGREEMENT DATE
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that a salesperson went to her home, she let him in because she thought he was there to service her equipment that was already installed as she had an appointment. ******************** states that he was there to upgrade her equipment, however, she told him could not afford to pay anything more. ******************** states that she just had eye surgery and was unable to read the documents sent to her phone, therefore, the salesperson scrolled through her phone. ******************** states that she asked why all this information was needed and was told to ensure her information was up to date. ******************** desires to have the upgraded equipment removed.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, ********************** has provided the following options: 1) reduce the monthly monitoring service fee $15; {or} 2) downgrade the outdoor camera pro Gen2, removing it from the line of credit and lowering the monthly monitoring service fee by $15; {or} 3) downgrade the both cameras that were upgraded, providing a refund of the equipment line of credit and the monthly monitoring service fee will return to what is was prior to the upgrade.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on June 4, 2019. Ms. ********* equipment was upgraded on December 12, 2023, by adding an outdoor camera pro gen2 and swapped out the doorbell camera for the newest model. December 13, 2023, ******************** called to say she did not agree with the charges and never agreed to the upgrade amount, that her bill was increase by $8 only. Vivint confirmed that the phone number on file belongs to ******************** and is where the Agreement was sent and signed.
To resolve this matter, Vivint has provided the offers 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 LegalCustomer Answer
Date: 01/09/2024
Complaint: 21088045
I am rejecting this response because: My budget will not allow me to pay for the new equipment installed. Therefore, I will no longer be using using Vivint service. I am requesting that the equipment be removed from my property as soon as possible. Thank you!
Sincerely,
*************************Business Response
Date: 01/12/2024
January 12, 2024
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 21088045
Complainant: *************************
Vivint Account #: ********
Date of Agreement: June 4, 2019 /Upgraded December 12, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that her budget will not allow her to pay for new equipment that was installed, and she no longer wants to use Vivints service. ******************** desires to have the equipment removed and her service cancelled.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account further, ********************** agrees to schedule a Smart Home Professional to remove the upgraded equipment.Once the upgraded equipment is removed, Vivint will proceed with forgiveness of the remaining balance monitoring service agreement. ******************** would have no further obligation to Vivint once the upgraded equipment was removed and forgiveness processed.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on June 4, 2019, and agreed to upgrade some equipment on December 12, 2023. Ms. ********* equipment was upgraded on December 12,2023, by adding an outdoor camera pro gen2 and swapped out the doorbell camera for the newest model. December 13, 2023, ******************** called to say she did not agree with the charges and never agreed to the upgrade amount, that her bill was to increase by $8 only. Vivint confirmed that the phone number on file belongs to ******************** and is where the Agreement was sent and signed. January 8,2023, Vivint called ******************** and was provided options to downgrade the equipment and lower her monthly monitoring service fee, however, ******************** declined both offers.
To resolve this matter, Vivint agrees to the resolution as stated above. ******************** may contact Vivints representative directly 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 LegalCustomer Answer
Date: 01/12/2024
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:01/02/2024
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.
03/11/2023 I moved homes from CA to UT. I had suspended my account in order to get my service moved but shortly thereafter reinstated it. Between March and July I had multiple conversations with Vivint, at first to move service to my new address and after a couple of months to cancel because of their incompetence in providing service to my correct address. By July I was finally tired of them continuing to charge me after several requests to cancel so I just had them remove my payment information. They apparently continued to try billing me after that even though they STILL did not have my correct address or billing information. This month I received a collections notice for $250.70 even though they could not have provided service. I have recorded conversations from today where I was hung up on, put on hold for extended periods of time, transferred multiple times and refused to be connected with a supervisor to clear this up. I also have phone records of the multiple days/times I called being sent from my service provider. I also have always paid for my equipment up front and always refused to sign into any contracts so there should be no reason at all for any further charges.Business Response
Date: 01/08/2024
January 8, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: ******
Date of Agreement: 9/18/20
Moved with new Agreement: 8/10/21
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** ******* and appreciate the opportunity to respond.
In her complaint, Mr. ******* states that he moved on 3/11/23. He claims he suspended his account to have his service moved. He claims to have reinstated his service soon after moving and had multiple conversations with Vivint between March and July of 2023. He was tired of Vivint charging him for months for the wrong address and requested to cancel. When he continued to be charged, he had his account taken off autopay. His account is now in collections even though he believes he does not owe anything to Vivint
Vivint agrees to remove Mr. *******’s account from the collection agency and keep his account closed.
Vivint’s records indicate that Mr. ******* signed a Purchase and Services Agreement (Agreement) on 8/10/21 with an initial term of one (1) month which states “The initial term starts on the day the Agreement is signed. After the initial term, the Agreement will automatically continue month-to-month and may be terminated at any time after the initial term upon at least thirty (30) days’ prior written notice to the other party. If terminated, this agreement ends on the last day of the thirty (30) day notice period.” Vivint’s records indicate that Mr. ******* moved on 8/10/21. Vivint’s records indicate that Mr. ******* called and requested deferment information on 3/1/23 but stated he would call back once he was ready to proceed with the process. A deferment was not authorized nor implemented at that time. Vivint’s records indicate that Mr. ******* spoke with a representative on 4/12/23 to request the panel’s toolbox be opened so he could change the address. Vivint’s records indicate that Mr. ******* called and chatted with representatives on 4/13/23. At that time, he was given pricing information for a new doorbell camera, and he discussed his address not being updated. Vivint’s records indicate that Mr. ******* chatted into Vivint to request cancellation of his account and removing his card off autopay. Vivint chat is used exclusively to troubleshoot equipment issues, so Mr. ******* was provided with a phone number for billing to remove his card from autopay and customer loyalty to request information on cancellation. Vivint’s records indicate that Mr. ******* spoke with a representative on 7/7/23 and had autopay and his card removed from his account. Vivint’s records indicate that Mr. *******’s account was sent to an outside collection on 11/27/23 due to 4 months of nonpayment. Vivint’s records indicate that the required written cancellation notice was not submitted, which would have cancelled his account and stopped billing. Vivint’s records do not show a request for a tech to move or install Mr. *******’s equipment, that he moved, or that a new address was given to update his account information.
A representative from Vivint has reached out to Mr. ******* in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. ******* may contact Vivint’s representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/02/2024
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 02Jan2024 at 4:57 PM tow Vivint representatives rang my ring doorbell that has a a No soliciting sign clearly posted on it. After answering the door my wife and I pointed on the no soliciting sign and let the representative know that we are good. The individual continued on with his sales pitch. After letting the sales person know multiple times that we don’t want any soliciting and we don’t want the product that we don’t care we closed the door. The representative then started saying very unprofessional remarks. I reopened my door to ask what the representative stated to which he did not want to answer truthfully. I restated that we have a sign and to leave then he stated “half the people with those signs get it anyways.” The entire encounter was incredibly unprofessional in many ways.Business Response
Date: 01/08/2024
January 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *********
Vivint Account #: ******
Date of Agreement: NA
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 send the information provided by Mr. ********* to the proper management to prevent this type of interaction in the future. 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 LegalInitial Complaint
Date:01/02/2024
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 have contacted Vivint twice in the past month attempting to cancel my coverage. They have provided inconsistent and inaccurate information. I was informed on December 13, 2023 that all charges on my account would be removed and I would not be charged until March **** for Vivint monitoring services. Today, January 2, ****, my bank account was just deducted $45 for Vivint. I contacted them for a refund today, which they refused to provide even after I explained that I had been provided different information in my last conversation. I requested to initiate cancellation and have the equipment uninstalled from my home. They advised since it is "my" equipment, they cannot remove it. Yet, because I owe a balance on "my" equipment with Citizens, they can't cancel the monitoring services they provide. This seems conflicting to me. In August 2023, I was not informed that I would have to pay the Citizens balance in full prior to cancelling the Vivint monitoring services. I feel like this is misleading, unprofessional, and dishonest. In reviewing my service agreement today, it states that I am allowed to cancel Vivint by paying an early termination fee and does not mention anything about paying the full balance with Citizens for the equipment. I am requesting that due to the poor customer service and incorrect information provided to me, Vivint terminate my service, remove the equipment from my home, and refund the $45 deducted from my bank account.Business Response
Date: 01/08/2024
January 8, ****
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 21086576
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: August 1, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she attempted to cancel her monitoring service and was informed that all charges on her account would be removed in December 2023, and there would not be charged till March ****.************** states that January 2, ****, she was charged $45, Vivint will not cancel the service without her making a buyout payment and paying off the equipment.
************** desires the equipment to be removed, the monitoring service cancelled and a refund.
Vivints representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, ********************** is providing the following offers: 1) provide a credit to cover the outstanding balance providing a fresh start and lower the monthly monitoring service fees by $10 {or} 2) forgive the remainder of the monitoring service agreement, however, ************** would remain responsible for remaining balance on the equipment line of credit.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on August 1, 2023. ************** called Vivint on January 2, ****, regarding a promised credit on December 13, 2023, to cover the outstanding balance and then she could cancel the Agreement. ************** stated that she needs to cancel the Agreement due to financial difficulties. Vivint offered to cover half of the outstanding balance, which was declined, then proceeded to inform ************** she would need to pay off the equipment line of credit before she would be able to cancel.
To resolve this matter, Vivint has provided the offers 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 LegalCustomer Answer
Date: 01/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that option 2 is best for me at this time.
Sincerely,
***********************Initial Complaint
Date:01/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have called to cancel my services, and the representative told me I couldn’t until I paid off my equipment that I owe so I paid online and called today received a confirmation number and the bank call Vivint while I was on the phone to confirm that I had paid off my balance.. then all of a sudden I needed to email them why I was canceling my service when I had already explained that from the previous calls… still having an issue with them canceling my service… Please helpBusiness Response
Date: 01/08/2024
January 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: February 16, 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 has tried to cancel
her monitoring service and was told she would need to pay off the equipment first,
which she did. Ms. ***** states that after doing so she was informed she would
need to send her request in writing. Ms. ***** desires the monitoring service
agreement cancelled.
A Vivint representative has attempted to reach out to Ms. *****
regarding this matter via email. After reviewing the account, Vivint agrees to forgive
the remainder of the monitoring service agreement effective January 2, 2024,
when the written notice of cancellation was received. Ms. ***** has no further
obligation to Vivint.
Vivint’s records indicate that Ms. ***** signed a Purchase and
Services Agreement (“Agreement”) on February 16, 2022. Ms. ***** called Vivint
on January 1, 2024, to cancel the Agreement due to her landlord planning to
install a security system for the entire complex. Ms. ***** was informed she
would need to pay off the equipment line of credit before cancelling, however,
Citizens were closed, and she would need to contact them the following day. January
2, 2024, Ms. ***** called to provide confirmation that the equipment line of
credit was paid off in full. The written notice of cancellation was received,
and it was explained that it takes 30 days for the account to close.
To resolve this matter, Vivint agrees to the resolution as stated above.
Ms. ***** has no further obligation to Vivint. 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:01/02/2024
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 had the Vivint system installed around October 26, 2023. This system has continuously been going offline. I was instructed to contact the installer ****** if I should have issues after the installation. I contacted him the very next day and was instructed to unplug my cameras, one of which requires a tall ladder to get to because it was installed in the ceiling of my garage. I texted ****** on 11/18 because the system went out again for the last two days. He never contacted me back. Today, I contacted Vivint only to learn that I should've contacted them directly as I had 60 days to avoid a $99 service fee charge. If this is the case, then the installers should not be giving directions to contact them directly. This system has been nothing but a headache since the installation. The equipment is more expensive than it should be due to the connection issues. Who installs a device in the ceiling where a ladder is required to reset the unit? This is very dangerous for the homeowner. I need to get out of this contract immediately.Business Response
Date: 01/09/2024
January 9, ****
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21084382
Complainant: ********************;
Vivint Account #: ********
Date of Agreement: October 25, 2023
To Whom It May ***************** have reviewed the information provided by Ms. ******************* and appreciate the opportunity to respond.
In her complaint, ************ explains that her system has continuously been going offline since it was installed. She further explains that she contacted the installer and was instructed to unplug the camera which requires a ladder and when she contacted Vivint she was told to pay $99 service fees. ************ desires to remove the equipment and to cancel her contract.
A legal representative from Vivint has attempted to contact ************ via email and phone in an effort to address and resolve the current issue. Vivints record shows that on January 8, ****, a technician was sent to ************** home at no cost to resolve her equipment concerns. ************ is encouraged to reach out directly to ********************************** / ************) with any further questions.
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:01/02/2024
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 was scheduled to have my equipment removed on 1/2/24. I wasn’t canceling my service but am selling my house. My appointment was between 8a-12p and at 11a I receive an email that either I cancelled or they missed me. I was home and reviewed their camera. No one ever showed up. Their app doesn’t work properly. Cameras not working appropriately even after sending a new device. I was assaulted and the stalker kept showing up. The night he scratched a car in my yard, the camera wasn’t recording though video feed was live. Vivint has been a complete disaster. From day one I had to fight to get two months free because my salesman was terminated and didn’t input my two free months. This business has no integrity and needs to be investigated. This is horrible!!!!Business Response
Date: 01/08/2024
January 6, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: April 26, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** explains that she scheduled a move for January 2, 2024, but received an email that her appointment was cancelled or missed. She further explains that her application and cameras do not work. Ms. ***** desires the cancellation of her service without penalty and the removal of her equipment without paying a fee.
Vivint’s record shows that Ms. *****’s equipment was uninstalled on January 8, 2024, at no cost to her.
A legal representative from Vivint has attempted to contact Ms. ***** in an effort to address and resolve the current issue. Ms. ***** is encouraged to reach out directly to (******************* / ###-###-####) with any further questions.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/02/2024
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.
Transaction date 7/15/2023
The sales guys Badge # ****** Kyle I***** came out to sell me the alarm system. We were promised free installation and several other discounts. and after a few months we received our bill and we were charged for installation and video monitoring along with other charges we are not suppose to have. We are very upset. Also the equipment does not work correctly. and no one will resolve our problem. We have called and called Kyle and never get a response.Business Response
Date: 01/08/2024
January 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: ********
Date of Agreement: July 15, 2023
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
In his complaint, Mr. ******** states that he was promised free installation and several other discounts by the sales representative. He states he received his bill and saw that he was charged for installation, video monitoring and other charges he was not supposed to have. Mr. ******** states his equipment does not work correctly. Mr. ******** desires to be contacted by Vivint.
A Vivint representative has attempted to contact Mr. ******** via email in efforts to resolve this matter. Vivint offers a $200.00 refund to be applied to the Line of credit to cover half of the installation fee, to permanently reduce the Vivint monitoring service by $25.00 per month, and to send a technician free of charge to address any system issues Mr. ******** may be having.
Vivint’s records indicate that Mr. ******** signed a Purchase and Services Agreement (“Agreement”) on July 15, 2023. Vivint records show that on December 27, 2023, Mr. ******** contacted Vivint with questions regarding the monthly rate and feels that his bill went up. Vivint notes show that it was explained to Mr. ******** that his monthly rate is normal, that there was a previous credit of $25.00 monthly due to having Solar, an email was sent to the sales representative to confirm what discounts were offered. Vivint records show on December 31, 2023, Vivint’s sales representative informed Vivint that there were no discounts that were offered.
With the provided information Vivint has offered the above resolution in efforts to resolve this matter. Mr. ******** may contact Vivint’s representative directly with any further questions or concerns in this matter.
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