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
- 8,352 total complaints in the last 3 years.
- 2,971 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:09/23/2023
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.
Sales employees did not tell me this was a LOAN not a Contract. I would not sign for a LOAN on security system. Also you need a computer or cell phone to see the information. No paperwork from the Bank. I sent them a email after I received information from my credit report to CANCEL, which they wont do. All of this was July 1, 2023. Need to cancel this LOAN now.
Business Response
Date: 10/02/2023
October 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20648119
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: 7/3/23
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was not told that she had a loan, she wants to cancel and to have the equipment picked up.
Vivint agrees to cancel Ms. ******** account and loan once the equipment has been removed from her loan.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 7/3/23 with an initial term of sixty (60) months and an equipment fee of $3125.90, Vivints records indicate that ****************** participated in an audio and video recorded survey in which she answered that she understood that she was approved for a Citizens line of credit, and that she understood that her monthly payment to Citizens is separate from her monthly Vivint fee. Vivint and Citizens will charge her separately for the following amounts to Vivint: $50.31plus taxes fees and to Citizens: $52.10. Vivint relied on ****************** representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Vivints records indicate that ****************** called to cancel her account on 7/14/23 but she was out of her right of recission. Vivints records indicate that ****************** submitted a written notice of cancellation on 9/15/23.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Vivint has agreed to the above resolution and ****************** may contact Vivints representative directly to schedule the removal of her equipment or 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/23/2023
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 purchased an alarm system complete with cameras for my home. I have given the company ample opportunities to correct the situation. I am disabled trying my best to rectify the situation and troubleshooting, but it wont suffice. I have asked them to come and check the cameras; Im still paying for, but they want to charge me a fee for their product. Thats unfair taxation with no representation! Help me correct an unfair situation, please!***********************Business Response
Date: 09/29/2023
September 29, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20647429
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: March 20, 2012
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional at no cost to fix ****************** camera issues. Vivint has also agreed to provide a $15 recurring credit for 4 months while waiting for an available appointment. ****************** 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 LegalInitial Complaint
Date:09/23/2023
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.
Vivint knocked on my door which I had ***. They said they can buy out my contract. I switched & was sent a **** Reward Card for the amount of ending my *** account early. The card sent cant be used with the company I have been told after 5 bounced attempts. My balance with *** is over $1200 & I dont have the money to pay it except with the **** reward card they wont except. If I had known all this then I would have stuck it out the *** for 2 1/2 more years. I dont understand why they just cant send a check for the payoff. Now I am stuck with a balance with *** that I cant pay. I will make sure to warn others thinking of doing a buyout with *** as vivint has to many restrictions on the reward card sent.Business Response
Date: 09/29/2023
September 29, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20647316
Complainant:***********************
Vivint Account #: ********
Date of Agreement: August 2, 2023
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she was given a $1,200 gift card by Vivint to pay off her ADT contract. She further explains that the card did not work after 5 attempts, and she does not have any money to pay it off except with the **** rewards card. ****************** desires her contract with ADT paid off.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve this issue. Vivints record indicates that on September 25, 2023, there was a three-way phone call between Vivint, ****************** and the company to address this issue.
****************** may contact ********************************** / ************) directly with 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: 10/01/2023
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. It took me 8 attempts to finally get the **** card given to me to pay off my ADT account to work. I do think another method is needed as the customer shouldn't have this much trouble using a card for what it is attended. I should have had this done in one attempt not 8 attempts.
Sincerely,
***********************Initial Complaint
Date:09/23/2023
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.
On September 9 vivint make an installation at my home address for wich at that time they charge me ******** in a form of credit provided by them on a partnership with citizens pay,The sales guy told me and my daughter that the service was so good that if my wifi fails , cameras and sistem will still working. They didnt ask for my wifi password or something related, then on monday firs thing on the day 9/11/23 sistem went off, i call customer service and they told me that needs wifi at all times to have them working, I asked for cancellation after to much talk with her , that she connected me to a new line wich never answer, after almost 1 hour i hang up and i call the salesman and ask im about the lies, he texted me back telling me that i do not need wifi to have the sistem working, he gave me a phone number to call for a cancellation , wich it was already close. Next day i called again and they told me that they will send someone to finish my installation ( they didnt finish the installation of a door lock and my movement sensors) and at same time they will check my sistem wich the technician never check or even work on my motion sensors, next day my cameras went off again, i called again and they send another guy to attempt to fix this. This was on Tuesday 19 2023, he fix my motion sensors and he said that everything looks good, but it went off again first thing in the morning I called to cancel now they said that I need to pay for the credit that their partner gave me because my time to cancel expired, I dont have a full service yet and they send technicians 5 or 6 Days later, i just want to cancel my service and get back to my old one wich rarely have problems with them, my service going off at night and dont connect it again until I do it by my self , now they said that if i need to replace my cameras because they dont work properly I have to pay a monthly fee as a warranty, this its to much My account number is ********** Cancel with no penalties.Business Response
Date: 09/29/2023
September 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20647271
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: September 9, 2023
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ******************** via phone to resolve this issue. ******************** may contact ********************************** / ************) directly with 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 LegalInitial Complaint
Date:09/23/2023
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.
On August ******************* my driveway by a Vivint salesman and sold a system. I was told I would get ***** days of a free trial as my husband was gone on business and the salesman wanted time for my husband and I both to get to use the equipment and decide if we liked it or not. If we didnt we could return at the end of the trial. A tech came to my house at around **** PM and didnt leave until 11:30 and had to come back and fully install the rest on Aug 25 as he didnt have enough equipment to finish the job. He returned around 2 PM the next day to finish the install. This equipment worked until Aug 30 when Hurricane ****** came through and knocked our power and water out. Our electric and water was restored Sept 1 but our internet remained in an outage. I sent a text to the salesman on Sept 6 explaining the situation and asking for an extension on the trial. He called me back but we live in a rural area with low cell service and I was unable to answer. I sent him a text Sept 11 explaining I can only communicate via text until internet was restored no response. Internet was restored on Sept 12 and still this equipment isnt working. I spent HOURS on a chat with tech support on ladders, in my attic etc resetting the cameras and equipment to end up needing a tech. I text the salesman again to explain and again ask for extension on trial and still no ************** came Sept 22 and the equipment only worked for 9 hours and is off again. We have made contact with the salesman starting Sept 6 and to customer service starting on Sept 12, Sept 16 x2, Sept 22, and Sept 23 to try to fix this, extend our trial, get credit for the days equipment was off just anything to no avail. WE WOULD LIKE TO CANCEL THESE SERVICES AND REMOVE THIS EQUIPMENT. Sept 25 will be one month of this equipment being here and it has only worked for 5 days. Every time we call to cancel we get told no one is in that department and we have to call back.Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20646705
Complainant: *********************;
Vivint Account #: ********
Date of Agreement: August 24, 2023
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 the full cancellation of the account including removal of the equipment, a full refund of any payments made directly to Vivint and full closure of the equipment line of credit. ****************** 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: 09/28/2023
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:09/23/2023
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 was told when I purchased this system that there was no charge to move the system then I scheduled the move for 9/23 between **** so I drove 3 hrs to meet them for them to call me at 12:30 and say they cant come today. We are closing on our house in 2 days and I cant drive back here to meet them so now I am having to uninstall it by myself also been on the phone for a hour and to no resolve.Business Response
Date: 09/29/2023
9/29/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 2064669
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 5/10/2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Additional information is required in order to resolve ****************** concerns. A representative has contacted ************** via email.
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:09/23/2023
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 spoke to the company several times and they claim they are going to issue a refund for the installation charge since I received numerous offers for free installation but nothing ever happens.Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20645993
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: May 18, 2023
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 provide a refund of $199 for the installation fee. **************** 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: 10/11/2023
I am requesting this complaint be reopened. The company did not send the ******, they sent a check for 159 and some odd cents with no explanation, nor did they respond to their email when I told them the amount was wrong. The check arrived on Sat. and my husband with Alzheimer's managed to lose it so I need a check for ****** sent to me.
Vivint also did not provide a direct number to talk to anyone in their legal ***** either.Business Response
Date: 10/16/2023
October 16, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20645993
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 18, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her rebuttal, **************** states that state that Vivint did not send her a refund of $199.00. She states that Vivint sent a refund of $159.00. **************** states that Vivint did not respond to the email that she sent stating the amount was wrong. She states that the check arrived and that her husband misplaced the check. **************** desires a refund of $199.00.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has offered to resend the refund check of $159.46.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on May 18, 2023. Records show that on September 27, 2023 Vivint applied the promised refund of $199.00 on the account. Records show that on that date that was a balance due of $39.46. When the refund was applied to the account the $39.46 was automatically deducted from the $199.00 refund. This left the remaining amount of $159.64 to be refunded. Vivint sent the refund of $159.64 on September 28, 2023.
With the information provided Vivint offers to resend the check of $159.64 to ****************. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/23/2023
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 double charged from Vivint for equipment through a line of credit utilized by Vivint (Citizens Pay) and vivint has failed to correct the issue or provide a means to challenge/or make a complaint with a corporate office.Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20645664
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: July 9, 2019
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 work with ************** to ensure her billing issue is resolved. ************** 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:09/22/2023
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.
On June 9, 2023. Vivint came to the house (the salesman was actually very nice) he told me there was a free 30 day trial I could do to see if I liked it. Well we decided about 3 days in it just was not for us. When I called to have it cancelled they told me there was no such thing as a free trial and basically that the salesman lied to me. Even with the credit line they offered, he said I didnt qualify for it but two days later Im getting mail for Fortiva stating I opened up a $4,000 credit line that I am now stuck with. Its just insane to me. I call and call and I get transferred back and forth around and all I want to do is cancel it. Their customer service agents are very rude, they do not want to help you in anyways. Basically stating oh well youre out of luck. I dont want it, 3 days into this I didnt want it and that was months ago now. I want it out of my house. I will attach below what I have currently paid PLUS the $4,000 credit line I was told in MY HOUSE that I did not qualify for. I will not pay another cent on this. I want it gone.Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20644621
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 9, 2023
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ******************** explains that she was given a free 30-day trial but when she contacted Vivint to cancel, she was told there was no such thing. She further explains that the salesman lied to her and said she did not qualify for a line of credit but two days later she got a mail from Fortiva about a $4000 line of credit. ******************** desires a refund and a return of the equipment.
A legal representative from Vivint has attempted to contact ******************** via email and phone to resolve this issue.
Vivints records show that ******************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $52.97, and total equipment fee of $4,346.03 that was financed through Fortiva, plus applicable taxes during that term. Vivint relied on ******************** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
******************** may contact ********************************** / ************) directly 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 LegalCustomer Answer
Date: 09/28/2023
Complaint: 20644621
I am rejecting this response because:
Please refer to message below to what I have sent ****. Thanks!Hi Tari!
Currently I am at work and unable to take your call.
As of right now - as stated in my letter to the BBB, is the action I want taken and I will accept nothing less. I have been going back and forth on the phone since June and quite frankly I am tired of being talked down to by your phone representatives. Not only have I been going through this, but there have been hundreds of other individuals in the same situation as me right now. We were told there was a free trial (then the reps on the phone were ABSOLUTLEY RUDE and basically called us liars) - then we were told that we did not qualify for the credit line, days later receiving the Fortiva letter showing a credit line opened.
Please let me know if I can be of further assistance in this matter. I expect a resolution by the end of the week.
Warm Regards,
*************************Business Response
Date: 10/04/2023
October 4, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20644621
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 9, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that a sales representative went to her home on June 9, 2023; said there is a 30-day trial period. ******************* states that in 3 days she decided it was not for her. ******************** states that when she called to cancel, she was told there was no such thing. ******************** states that the sales representative told her she did not qualify for the line of credit, however, a couple days later received something from Fortiva saying she opened a $4000 line of credit. ******************** desires the equipment to be removed, the monitoring service agreement to be cancelled, and a refund.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, ********************** is offering to 1) forgive the remainder of the monitoring service agreement, however, ******************* will remain responsible for the equipment line of credit with Fortiva {or}2) if ******************** decides not to cancel, Vivint can look into lowering the monthly monitoring service fees.
Vivints records show that ******************** signed a Purchase and Services Agreement on June 9, 2023, with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $52.97, and total equipment fee of $4,346.03 that was financed through Fortiva, plus applicable taxes during that term. Vivint relied on ******************** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
To resolve this matter, Vivint has provided the options 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: 03/08/2024
This is my second time making a complaint in less than a year and after reviewing ALL of the other issues everyone else has had I am appalled this place is STILL IN BUSINESS. They need to be shut down. I have requested cancellation many times. The contract is not truthful and neither are the salesmen. I have been told twice that my account would be cancelled and I would be reimbursed. Now, I am being harassed DAILY by phone calls. Im talking 10 calls a day either coming from a blocked number or a No Caller ID. I had 20 voicemails last week. Can you guess who it is? Vivint wanting money for something that was SUPPOSED TO BE CANCELLED MONTHS AGO. They managed to take $64 out of my account this week - (how? I have no idea I have taken my payment information off of everything) Over the last year I have had god knows how much taken out of my account when it was supposed to be cancelled! This is a dishonest company, their customer service agents are rude and try to bully their way into you paying. And to put the cherry on top, Fortiva is now also hounding my **** about a credit line I was told IN MY HOUSE that I did not qualify for! Look at all these reviews and complaints Vivint - its not us - ITS YOU. Theres literally a ************** with thousands of people you have done this to all sharing their stories. DO THE RIGHT THING AND GET IT TOGETHER BECAUSE THIS IS RIDICULOUS. I want a refund and I want you all to NEVER contact me again. I dont even want to see your name, phone call, voicemail, ANYTHING. Yall have given me so much anxiety from this it is ridiculous. I am requesting a FULL REFUND plus what I apparently owe to ******* since magically out of nowhere I all of a sudden was approved that credit line once that man left my house. If and when you decide to email back - do not give me that generic spiel that you have given the complaints and reviews before me. This is wrong, you know its wrong, I want my money back and I want this equipment out of my house.Business Response
Date: 03/16/2024
March 16, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21407478
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 9, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she has been told twice that her account would be cancelled. ******************** states that she is now receiving harassing phone calls daily regarding her account status. ******************** desires to have the equipment removed and a refund.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, ********************** stands by their original offers: 1) to forgive the remaining balance on monitoring service agreement, however, ******************** will remain responsible for any balance remaining on the equipment line of credit with Fortiva (or) 2) should ******************** decide not to cancel Vivint can look into lowering the monthly monitoring service fees.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on June 9, 2023, with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $52.97, and total equipment fee of $4346.03 that was finance through Fortiva, plus applicable taxes during that term. Vivints records also indicate that ******************** participated in a Pre-Installation Survey. Vivint relied on ******************** representation to ensure that she understood her commitments to Vivint and Fortiva as outlined in the Agreement. October 4, 2023, Vivints representative attempted to call ********************, left a voicemail, and sent an email with the same offers as provided above. No response was received from ******************** regarding the offers provided.
To resolve this matter, Vivint has provided the offers as stated above. ******************** may contact Vivints representative with 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 LegalInitial Complaint
Date:09/22/2023
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.
In approximately November of 2022 Vivint security, a home security service I have had since 2015, contacted me as my contract had expired. They wanted me to sign another contract. I told them I wasnt interested and I wanted to cancel. Then they offered to setup me up w a new system for a total of $550 and I agreed to that price. It took 4 months but they finally sent a technician out to install the new system. At the time of the install I did not realize it but the installer installed an extra $1500 worth of equipment. It took around a month until they billed my AMEX but they charged my account $2100, not $550. I called them asking what happened, remember I had no idea at this point the installer had installed extra equipment. They didnt know either until they described all the upgraded equipment that was installed above the $550 I originally agreed to. I am of the belief the installer took it upon himself to install extra equipment so could make extra money. I told them I want to return the equipment and cancel, they told me it was past the 30 day **** and they could not do that. I went back and forth for days, spent hours and hours on the phone with them. They would not budge on anything, the price, returning the equipment. They did nothing. After initially refuting the charge on my AMEX I eventually had to pay them as one of the new thermostats failed in the middle of August and they would not help since the account was in arrears. So I paid the $2100. I am still having issues with the thermostats and it is hot outside. Currently one thermostat has failed, they are shipping a new one but they will not expedite shipping of the thermostat so only half of my house currently has air conditioning and it's 85 degrees outside. Something has to be done. I have never dealt with such an unprofessional company. Please tell me what I can do to return the equipment, get out of the contract and get my money back. I am done with this unscrupulous company. Thank youBusiness Response
Date: 09/27/2023
September 27, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20643969
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: July 7, 2016 PSA singed
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 send a technician free of charge to replace the defective thermostat. Vivint has also sent a refund of $1,521 back to the card on file. ************************ can expect the refund to arrive within the next five (5) business days. ************************ 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
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