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
- 8,431 total complaints in the last 3 years.
- 2,985 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:12/27/2023
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 been trying to cancel my account since July. They quoted me a payoff of 6 months of my billing amount and I have called and called to get a bill of the quoted amount. The representatives have stated that they will not send a bill until the amount is paid. I called in to pay the amount they have told him I owed and the new rep will not honor what they told me in previous phone calls with Vivint. I really just want my account closed and not have this problem anymore. I should only owe about $250 but they are requesting that I pay over $800. This company is a joke and is not loyal to their customers. I had an account with them for over 8 years previously.
Business Response
Date: 01/02/2024
January 2, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21060422
Complainant: *******************
Vivint Account #: *******
Date of Agreement: July 5, 2017
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 cancel the monitoring service effective December 27, 2023, when the buyout payment was made and refund the amount of $290.55. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/27/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a vehicle stolen from my driveway in October of 2023. I called my alarm system and was told a supervisor would call me back . No one ever did . I noticed that Vivint had upgraded camera with flood lights and called for information. I was told that they could install it and the equipment be financed through fortiva and all I had to do was let the installer know which I did . He installed the camera in October . Fast forward to December 18 2023 a week before Christmas Vivint took 829.00 out of my checking account for the camera . I only knew when I was finishing my Xmas shopping and was declined at the register . I called Vivint and was told that it did not go to fortiva . A whole two months after installation no one called me no one sent me a letter just took the money. It is now December 27 and I’ve still been getting the run around and was told I can’t get a refund for the camera because it’s passed 30 days. But they waited 60 days to take the money I didn’t even know I was responsible for . My account is over drafted. I’m left with no money until payday and it’s been a nightmareBusiness Response
Date: 01/02/2024
1/2/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: 1/2/2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A resolution has been agreed upon. A refund
of $671.12 was issued on January 2, 2023. A payment installment plan has been
set up by Vivint for 5 months for a total of $134.23 per month to cover the
$671.12. Ms. ****** may contact Vivint’s representative directly if she has any
questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/02/2024
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:12/26/2023
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 had been a financial headache since day one. They have stolen money from my bank account on top of being paid via a loan from another company. They misrepresented the equipment loan and billed for my entire loan amount on equipment that was less than my loan. They have faulty equipment that never works and they have now tried to collect on a past due balance when I should have a $150 credit and my account shows no balance due. I have, in writing, because of all the previous headaches with them, my credit amount and how they’ve misapplied funds as well as all the other issues. Vivint is a scam and won’t let us out of our contract until our equipment loan with a completely different company is paid in full. My equipment loan has nothing to do with them and every month it’s a new fight on some new money laundering scheme they’ve set up through their customers. I have to call every month almost and fix something else they done or some new equipment malfunction. App doesn’t work, cameras don’t work, DVR doesn’t work, and now you’re going to apply money wherever you want and say it’s billing cycles. I keep records for everything and reconcile to the penny so I will not be taken for a ride when it comes to my money in this economy. I want out of this contract or we are seeking further legal action.Business Response
Date: 01/02/2024
January 2, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: January 26, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ***** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to Mr. & Ms. ***** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, they are 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 LegalCustomer Answer
Date: 01/04/2024
Complaint: ********
I am rejecting this response because: you were supposed to come this morning but called 4 minutes before our appointment to cancel. We’ve already made accommodations to be home and available so now what, again another issue out of the customers control. Who is gonna pay for my missed work time? When will my system be fixed? How much are you gonna slide in on our next bill for the tech visit? When will my $150 credit be honored?
Sincerely,
******* *****Business Response
Date: 01/09/2024
January 9, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: January 26, 2023
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ******* ***** and appreciate the opportunity to respond.
Vivint’s record indicates that Ms. ***** had a technician at her home on January 4, 2024, to resolve her equipment concerns. In addition, a three months recurring credit of $50 was applied to Ms. *****’s account and she currently has no past due balance and last paid for her services on October 1, 2023. Ms. *****’s technician visit fee was also waived.
For any additional questions or concerns regarding this matter, Ms. ***** is encouraged to reach out directly to (******************* / ###-###-####).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/26/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ***************************** have had Vivint for almost 5 years my service really did not work as it should to protect my house. People could walk up to my house and it would not record I had called a few times and nobody ever came out to look at it or nothing. I was just going to finish up my contract which would be up in February **** but on Decemeber 1 2023 I decided to pay the equipment balance off which they told me it would be 104 and some change and the lady I spoke with in November told me she would give me ***** off for all the trouble for the cameras not working and said I could keep the cameras on until December and then cancel if I wanted to and agreed. I kept checking my account and never seen a ***** credit to my account so I called December 1 and spoke with somebody and they told me they do not see a credit on my account so I told them I wanted to cancel my services because there service ***** and the lady lied about giving me a credit on my account. They said that I would have to pay the equipment balance and I said thats fine because I wanted to be done with Vivint so the lady I spoke with said she would subtract the ***** off of that since the other lady promised me the 25 which made me pay 79 and some change instead of the 104 she said I would receive the contract paid and yet to receive anything. Ive called a few times and they said it would take up to 30 days for them to cancel my service because they had to receive that I wanted to cancel or whatever the reason is but I had already sent the information that day and received confirmation that they received it. Today I get an email saying that they can not cancel my service because I owe on my equipment. I would like them to cancel my service as I requested and I just paid ***** to my bank to stop payment from them collecting anymore money from my account. I would like them to refund me the ***** I paid to my bank account due to their part on not stopping service when requested and I would like my contract that I paid in full to be sent to me as requested on the 1st of Decemeber.Business Response
Date: 12/28/2023
December 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21058258
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: January 22, 2019
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that she was promised a $25 credit by Vivint that she did not receive. She further explains that she then called Vivint to cancel her services as this credit was not issued but she was told to pay off her equipment for cancellation. She explains that she paid off her equipment and was told her cancellation would take up to 30 days. She had to pay $25 to her bank to stop payment and would like that amount to be refunded. ******************** desires cancellation and a refund.
At this time, Vivint agrees to cancel Ms. ********* Agreement without penalty.
Vivints records show that ******************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $999.84, plus applicable taxes, during that term. Vivints record further shows that a credit of $25 was applied to Ms. ********* account on November 30, 2023. In addition, a written notice of cancellation was provided by ******************** on December 1, 2023.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ******************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/28/2023
Complaint: 21058258
I am rejecting this response because I paid the equipment off on December 1st along with the cancellation letter stating I wanting to cancel service and I think what yall did was hold that payment there until my December payment was due and then used that to pay for the bill instead of pay off the equipment which that is what the payment was intended for. And yes I said I talked to a lady in November that said she would apply the ***** credit which she did not because I waited for like a week and never seen it posted so I called Vivint and they said they do NOT see a pending credit and that is when I told them to cancel service because the service does not work and the agent lied to me about giving me a credit. The other lady I talked to is the one who gave me ***** credit which she said she would because the other person told me she would and she did not. So this other lady I talked to said she would apply that credit to my equipment so all I would owe left would be 79 dollars and some change because in all to pay my equipment off it was 104. So in the email I received said that yall would not cancel because I still owe on my equipment and I am trying to see how you are saying I still owe when I clearly paid it off on dec 1. I want my ***** refunded to my account for stopping any payments from yall collecting because yall do not make no sense on saying I still owe yall for equipment!!! My service is still ACTIVE which I had told yall I want it DEACTIVATED and stop trying to collect more money from me. I also want my contract that I paid in full because I paid my equipment off on dec 1.
Sincerely,
*****************************Business Response
Date: 01/03/2024
January 3, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21058258
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: January 22, 2019
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
Vivint stand by its previous resolution and no additional refund is warranted at this time.
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: 01/03/2024
Complaint: 21058258
I am rejecting this response because I still have not got my contract saying I paid it in full! if they can send me that then I will accept other then I will not accept
Sincerely,
*****************************Business Response
Date: 01/09/2024
January 9, ****
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21058258
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: January 22, 2019
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Ms. ********* account was cancelled on January 2, ****, and she has no further obligations to Vivint. In addition to this response an email of cancellation notice was also sent 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 LegalCustomer Answer
Date: 01/09/2024
Complaint: 21058258
I am rejecting this response because I want to know why I can not have my contract that I paid in full? What are you trying to say? When I paid the ****** on December 1 that was the full amount left that I was suppose to pay on the equipment. My contract ended on February **** so that sounds about right what I owed left on my contract. I dont know why you are making it hard and you call this customer service when you cant do your job in giving me what I paid off. I will make note to all friends and family not to go with Vivint. So how much are you saying I owe when my contract was ** in 2 months and Ive already had it for almost 5 years? Everybody needs to know about this company and I paid for my equipment and I want my papers!!!
Sincerely,
*****************************Initial Complaint
Date:12/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased 2 brand-new thermostats from Vivint and paid for technician installation. I was provided with no information or paperwork with warranty information at the time of purchase/installation. Neither thermostat has worked properly since installation. For example, I will turn on the downstairs thermostat and set to heat to 68 degrees - but the upstairs thermostat will turn on instead and heat to 84 degrees. We have tried multiple ways to troubleshoot this on our own. We waited weeks for an HVAC company to come out because we thought it was a bigger system issue, only to find out the issue was with the thermostats only. I requested that Vivint send a technician back out to fix this and Vivint wants to charge me $99 even though they admitted that the thermostats are faulty and need replacing. They offered to ship the thermostats at no charge and have me replace them myself. I already paid for professional installation, however (the first time around) - the reason I did this was because I wanted to make sure it was done correctly. I should not be expected to pay this fee a second time to correct Vivint's mistake. I am being told that while the thermostats are under warranty, the installation is not. ZERO warranty information was provided to me at installation, so as the consumer, how would I be expected to know this? I have asked Vivint to make this right by waiving the fee and sending someone back out, but they refuse to waive it and will only send someone if I pay them more money (they did offer a discount, but I should not have to pay anything at all since I already paid the fee at the initial installation). The lack of customer service and the fact that they don't stand behind their work is appalling. They only seem to care about milking more money from a customer who has been loyal to them for nearly 5 years.Business Response
Date: 12/28/2023
12/28/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21058256
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 2/26/2019
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ explained she is experiencing issues with her thermostats. She is requesting that Vivint send a technician to her home at no cost.
Vivints records show that a technician was sent to her home on December 27, 2023. Vivint has waived the trip fee of $99.00. A representative from Vivints **************** has contacted her via email to address any additional 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 LegalCustomer Answer
Date: 12/28/2023
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:12/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am mainly writing this to complain about how I have been treated by every single person that I have spoken too. When I called Vivint on 11/10 to transfer my services and add additional equipment everything was fine. The following month is when the billing issues began. I called Vivint and have been ran around in circles. I have been lied too by multiple reps telling me that I would get a call back. When I never got a call back I called back myself and was put on hold for over a hour just for another rep to come to the line who was not a supervisor. I finally got an answer to my question but my complaint is this company made the situation worse by lying to me and telling me that I would get a call back when clearly that was not the case, or today having me on the phone for over an hour promising to get me a supervisor just for me to now be on the line with the 7th representative who is NOT a supervisor! Y'all can come and get this new equipment since you aren't willing to even speak to me to find a resolution.Two years I have been their customer and for me to be getting treated like this is outrageousBusiness Response
Date: 12/28/2023
December 28, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21057792
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: December 18, 2021
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 lower the monthly monitoring service fee $10 by removing (2) video service fees for the remainder of the agreement. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 12/28/2023
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 very much for taking care of this in a timely manner.
Sincerely,
***************************Initial Complaint
Date:12/26/2023
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.
Vivint and I spoke June of 2021. At this time I called and requested service. Upon requesting services I was mailed a package. The package took over 2-weeks to arrive. Upon arrival, I noticed that the box was a tad torn and looked old and shattered. Months following I realized that Vivint was charging me for monitoring services. I called and said, why are you charging me for monitoring services, your product is still in the box, what exactly are you monitoring. I then asked the representative to cancel my services because I shouldn't be paying for services that (A) is not set-up and (B) currently not being used. The representative then told me I have to stay 3-years with the company and that they are able to charge me for the next 3-years regardless if my service is connected or not. I then asked them so send me the documents that show this law/policy. I then told Vivint what they are doing is wrong and that this is bad Consumer treatment. I then asked to speak to a manager who never came on line. They've continued to pull money from my account on a monthly basis and now threatens me to collection. The Fair Credit Act as well as UDAAP, treating customers fairly, are in violation here. Vivint refuses to stop charging me for a product I am not using and provide me with the return address to return their unused products still sitting in a box. I woud like Vivint to return all the monies they have taken from me, including the stress they've levied on me through multiple calls when they are unable to pull funds from my account. This entire process has been immensely stressful and I'm seeking your support to gain relief and return of all monies improperly taken from my checking account.Business Response
Date: 01/02/2024
January 2, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: 7/5/22
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ******** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that she requested service in June 2021. She received the equipment and months later she realized that Vivint was charging her for monitoring service. She asked a Vivint representative to cancel her service because she should not be paying for service for a system that is not set up and not being used. She was told that she has to pay for 3 years whether or not the service was being used. Money continues to be deducted monthly.
Vivint agrees to cancel Ms. ********’ service. She has no further obligation to Vivint.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement (Agreement) on 7/5/22. Vivint’s records indicate that Ms. ******** called on 2/7/23 to cancel her service and it was explained that she would have to buy out her agreement and subit a written cancelation notice to cancel. Vivint’s records indicate that Ms. ******** called on 12/19/23 and claimed that she does not use the equipment and wants to cancel her account. The same information was given. Vivint’s records indicate that Ms. ******** did not submit written cancellation notice.
A representative from Vivint has reached out to Ms. ******** in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ******** may contact Vivint’s representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/25/2023
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 husband will be 84 in Feb. 24, Ill be 83 Jan 24. I requested to cancel our contract because of lack of income. We live on SS. I didnt make a payment in Nov. since we had a new coil pit in our heat pump. The Vivint thermostat and all equipment has been paid for for yrs. Since we had the coil put in, our son paid for that, I have had to replace 4 AA batteries each week for the time I have not paid my bill. I feel they will cut off our heat for the duration if I dont pay the bill. I feel they are treating us unfairly since we have been with them over 10 yrs. I was harassed for a month to renew my contract when I had been paying only for my fire alarm. I want to cancel my contract without any unnecessary concern theyll continue to control my thermostat to control us. Thank You **********Business Response
Date: 12/28/2023
12/31/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21054493
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 12/15/2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel the account without penalty. ****************** 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 LegalInitial Complaint
Date:12/24/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In August 2022 I began using Vivint Smart Home. My job then transferred states. I would be selling the home in July 2023. I called Vivint MANY times in late June and early July to cancel the service. Once the operator learned I was attempting to cancel I would be put on hold. No one would every answer. I waited 71 minutes once before hanging up.
On July 14, 2023, I told the buyers that I have done everything possible but could not get in touch with Vivint to cancel or transfer. I suggested they try to transfer the account. When they called, Vivint transferred their account within SEVEN MINUTES. On July 15, 2023, buyers' move in day, a technician came over to show them how to use the system. I called and was assured that it was now cancelled and the new homeowners would be responsible for the billing. I confirmed I had paid off the equipment and satisfied my part of the service contract, and it was removed from my credit report.
Despite multiple calls, Vivint bills me $66.70 (previous monthly fee) every 28th of the month. Calls go like this:
- Re-assurance I will be refunded.
- They say they will email a form that I will use to make the request "official."
- They email several form/notification emails, but not the "official request" email. Back to calling and starting the process.
OR
- They email the form, I return it, then Vivint rejects it because I did not include some random piece of identifying information that a) it didn't ask for in the email, and b) I do not have access to because it is an obscure [fake?] account number that I never received in any email, document, app, anything, ever.
- I call back and ask for the information
- They say they will email it to me.
- Either no email arrives with the information, or the email arrives and the cycle repeats
I am submitting this 12/24. I'm sure they will charge me 12/28 before this complaint is resolved. Thus as of 12/28 I will be owed $400.20.Business Response
Date: 12/27/2023
December 27, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: *******
Date of Agreement: July 23, 2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. **** and a resolution has been agreed upon. At this time, Vivint has agreed
to forgive the remainder of the monitoring service agreement effective July 15,
2023, and refund all payments made directly to Vivint from that date forward. Ms.
**** may contact Vivint’s representative directly if she has any questions or
concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/02/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. A refund is pending in my bank account. As long as this processes, I find that this resolution is satisfactory to me.
Sincerely,
****** ****Initial Complaint
Date:12/24/2023
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 enrolled for security services for my home in September. My cameras went out a week later as someone stole my package from my porch.October my car and my wifes car was broken into in our driveway no footage from the camera November my car broken into again no footage Called multiple times and was treated poorly asked to buy more products.Thanksgiving day cable man put a cable from my driveway in my backyard to my front yard no footage no alarm **************** told me my camera are not for security just to see whats outside December man in my backyard and went to the front no alert and no footage in the front yard my app went offline I called customer service many apologies and asked for a refund for the second time the man I spoke with told me he would help me along the way and send a special tech team as he sees it is the fault of Vivint they will be out in 24hrs a week later no contact and I called back asked for a refund they said Im so sorry Ill send some one out tomorrow never showed called in after I waited from 4pm-8pm they lied and said it was scheduled for the next day but I have confirmation so they put in an order for the next day no show called in and rep ****** was very rude and refused to let me speak to his manager said they would call me within 2 days and no call from anyone after 4 daysBusiness Response
Date: 12/28/2023
12/28/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21052121
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 9/16/2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint ******************** states he is dissatisfied with the equipment and service. ******************** requests a refund and cancellation.
To assist ********************, Vivint is willing to cancel and refund Mr. ********* account upon receipt of the equipment. A representative from Vivint has contacted ******************** via email to schedule a system removal appointment.
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
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.