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:09/22/2023
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.
I cancelled my services in November 2022. They told me it was ended. I thought everything was terminated. I never received any payment received since I was on auto pay. In March of 2023 my bank credit and debit card was hacked. I was reissued new cards. VIVint was still charging me. I received in the mail a letter from a collection agency stating I owe VIVint ******. I never received any outstanding notification from VIVint.
Business Response
Date: 09/29/2023
September 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20643784
Complainant: **** Brewer
Vivint Account #: *******
Date of Agreement: 5/13/15
To Whom It May *********************** have reviewed the information provided by Mr. ********************* and appreciate the opportunity to respond.
In his complaint, **************** states that he canceled 11/22. He did not notice any charges. In 3/2023 the card on auto pay was compromised and canceled. He did not know Vivint had been charging him until he received a letter from a collection agency.
Vivint agrees to remove his account from the collection agency and provide a partial refund.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 5/13/15 with an initial term of six (6) months which states either party may terminate this agreement 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
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 if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint 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 Monday evening around 7pm, July 31, 2023, a sales rep from Vivint, ***************************, showed up at our home to discuss installing a home security system. The demo seemed standard and Also, we were told that we could get "IN HOUSE" financing for 5 years with 0% interest. We were going out of town the next morning, we signed our paperwork that evening, but we had them come back when we got back in town. August 9, 2023.We had them install at our home and actually come to our commercial business location to quote and install. At our home we had them install 2 cameras, a doorbell, and 2 door sensors. The cameras physically are working fine, but they do not pick up things that we were sold that they do. We were told that they pick up vehicles and people. We had a previous door **** installed that worked. They blew our doorbell transformer and plugged in the doorbell camera to an interior outlet to "pass" the Vivint install inspection. I have since had a tech come out and he confirmed the transformer was blown and that they could not do anything to fix this. We will have to get a new transformer and then have a tech come to fix the doorbell. Let's move on to the issues at our business location. This commercial property is fully fenced and gated with a code entry gate. I let the sales rep know the camera locations (6) and panel placement. The panel is located in a metal building which doesn't receive signal wirelessly. I was told by the installer and sales rep that I could get a wireless extender. However, after discussing with my provider, this doesn't work. Therefore, I can't access my Vivint app when I am not on property. In addition, the cameras do NOT pick up vehicles, which is the whole premise of the system. I was sold something that doesn't work for my situation. To discuss the in house financing, it was given to another company that maxed out a line of credit, and dropped our credit over 100pts. DO NOT DO BUSINESS WITH THEM!Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20643717
Complainant: *************************
Vivint Account #: ********
Date of Agreement: August 9, 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 schedule a Smart Home Professional to remove the equipment as it has been deemed unserviceable. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund of the equipment line of credit, and refund all payments made directly 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: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.
This all transpired around the last of August and the 1st of September 2023. I called Vivint because equipment was malfunctioning, and giving all kinds of errors on my monitoring panel. They sent out a technician that was supposed to fix all the problems listed on the panel. He comes out and says that the downstairs monitoring system is no longer supported by Vivint and that I needed to call them back and discuss that with them. He was supposed to replace batteries where required; he had no batteries for the errors that were seen on the panel. He got all the errors to go off the panel. As soon as he left like 5 minutes later, I called him because all the errors were back, and more was happening, the fire alarm kept malfuncting, and the system was just going haywire. Nothing was resolved - I was in worst shape than when he came by. He promised to get batteries and come back - no word from him. I called Vivint, they pushed me into getting more equipment and says that mine was outdated. They should have informed me as a customer that they no longer supported some of my equipment - before I started having proplems. They were only interested in makin sales and not my problem. The 1st man I talked with told me the new panel would be $399 - the next representative quoted me over $500. Then they came up with an agreement to keep their service and give me some free stuff. The technician came again, They brought a new upstairs panel, a smaller non working panel for downstairs - it does not work at all. They left all the old stuff up to keep from doing a good job in making things look nice. The smoke detector and the carbon monoxide pieces, they say are now one. He replaced one - I should have had 2 of them in place of the two old ones I had. The downstairs panel they left does not work - it is not even included on the items that they sale as new equipment. He left the thermostat and the door controls off the panel list. Quality is not a part of the service.Business Response
Date: 09/30/2023
September 30, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20643044
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: 6/8/13
To Whom It May *********************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
In her complaint, **************** states that she had malfunctioning equipment. A technician was sent to fix the issues. He said the downstairs panel is no longer supported by Vivint. He was supposed to replace batteries where needed but he did not have batteries. He cleared all the errors that came back a few minutes after he left. The system was worse after he left, and nothing was resolved. He promised to get batteries and go back but didnt and she never heard back from him again. She called and claims she was pushed into getting more equipment because hers was outdated. She agreed to keeping the system and was given free equipment. They installed a new panel upstairs, a smaller nonworking panel for downstairs. They left all the old equipment. The smoke and co detectors are combined now so she believes she should have received 2 of them instead of the 1 she received. He did not add the thermostat and door controllers to the panel.
Vivint has sent a technician to **************** home to resolve all of her issues on Saturday, 9/30/23. Vivint has added 2 free months of monitoring to **************** account.
*********************** records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 6/8/13with an initial term of sixty (60) months. Vivints records indicate that **************** spoke with a Vivint representative on 9/27/23 about the issues she was having with her system. Vivints records indicate that a technician was sent to **************** home on 9/2/23 to resolve the issues with **************** secondary panel and change batteries where needed. Vivints records indicate that a technician was sent to **************** home on 9/13/23 who replaced a panel and a co/smoke detector. Vivints records indicate that a technician was sent to **************** home on 9/30/23 who added the door locks and thermostat to the panel and replaced the batteries as needed.
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 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:09/22/2023
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.
Our vehicle was broken into and someone stole over $3k in tools. The claimed it was a blind spot and proceeded to laugh in our face and ignore us on the phone. They refused to help us with the situation and their customer service is terrible. We have a $1,000 deductible for our home in order to file for these loses and Vivint is choosing to do nothing. Their system is faulty, dont tell me a camera can go off every other time but not the time it needs to. We have $500 left on our bill in order to close out and I want that waived. We have already paid $1,680 into this terrible system and get treated like we are the bad guys when we are going through a major loss of items and wages, we are putting a stop pay on this and canceling. DO NOT go with Vivint when it comes to home security.Business Response
Date: 09/29/2023
September 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20643004
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 12/23/20
To Whom It May *********************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In his complaint, **************** states his vehicle was broken into and $3k worth of tools were stolen. He states that a when he called the phone support rep laughed and ignored you. You state that Vivint refuses to help you with your situation. You want the remaining $500 for the equipment waived and you want to cancel your account
********************** agrees to cancel your service and waive the remaining 27 months of your contract. You will remain responsible for the equipment loan but will have no further obligation to Vivint
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 12/23/23 with an initial term of sixty (60) months which states If, at any point during the initial term of this Contract, you fulfill your obligations to pay all amounts owing for the purchase of any equipment, then you may terminate this Agreement without penalty or early termination fee with thirty (30) days prior written notice. Vivints records indicate that **************** chatted with Vivint on 9/16/23 but would not give any information regarding his issue with the equipment. Vivints records indicate that **************** called and spoke with several representatives on 6/16/23. He refused to give a reason for his call. Vivints records indicate that **************** used profanity and disconnected the line.
A representative from Vivint has reached out to **************** in an effort to resolve this matter. Despite the validity of the Agreement, Vivint has agreed to the above resolution and **************** may contact Vivints representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint 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.
DEC 2022:: Vivint salesperson offers to lower fees and ofer better service by using equipment recently purchased by the competitor. The poach promotion offered quality service - complete with support for transfer and the emergency service for seniors. installer gave number for any tech issues Dec - Feb :: so many tech issues: they blamed ATT and the prior security service tech Then. our **************** was compromised and 2 instances wherein the smoke alarm did not go off despite smoke in the home, we called the one 800 number for repair by VIVINT. Spring 2023::: health issues became the main focus during spring time however, the vivint system was unplugged for months after a severe hack to our internet service.vivint never called to ask why we were offline because techniclly we were still online , montored on their end yet the emergency services and security notices nver worked. tech calls now requires a $10 a month subscription of which was agreed to by other persons in the home. no requirements to add services. the repairs did not sustain.May- Sept::: Cancellatiion Requests were me with being terrorized by VIVINT and its subsidiary or partner in finance CITIZENS by their bouncing the final approval for cancellation belomging to ome or the other. we met all the requirements in order to cancel: verbal confirmation: done while on a venilator. citizens denied identity stating it was an act and cancellation was denied. POA: Citizens requested this legal document and still denied the cancellation stating its actually on Vivint to approve Vivint produces a list of items they wish to remove from our home that is in accurate. as I am still hospitalized, I asked for proof of purchase or an invoice. They refused to provide one saying that in order to prove that the items they wish to remove were ever installed or ordered by me I'd have to get a court order. in the **************, you have to make clear the terms for cancellation when asked : they dont.Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20642680
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: December 15, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******** ****** of ********* and a resolution has been agreed upon. At this time, Vivint has cancelled the monitoring service agreement effective September 18, 2023, and refunded the amount of $108.20 back to the original payment method. September 22, 2023, Vivint provided forgiveness for the balance remaining on the equipment line of credit. Vivint has also scheduled a Smart Home Professional for September 29, 2023, to have the equipment removed. Once removed, Vivint will refund the remaining payment made directly to Vivint totaling $397.63 back to the original payment method. ******************** or ******** (POA) may contact Vivints representative directly if he or 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.
Vivint used deceptive sales practices to sell us the system. I reached out to the company many many times to talk about these issues.They hooked me up with someone by the name of ****, who was extremely helpful to trying and put out all the fires. Fact remains I repeatedly requested To be released from the equipment purchase contract. We have since paid for the equipment in full. **** said since the contract had been signed and it had been more than 3 business days the could NOT release us from the contract.Sales person assured us, and actually promised us we would get a discount on our homeowners insurance by turning in a code number after purchasing the system. This was Simply not true. I reached out to my home owners insurance company three times to make sure they did not have some kind of discount available to me. . They told me definitively that they could not release me from the purchase agreement. If I had known, I would in fact not get a discount on my homeowners insurance for having the Vivint system. I never would have justified purchasing the system. Without the promise of a discount on my homeowners insurance Salesman also assured us because the system works off Wi-Fi that we would have 24/7 surveillance. Often our system bleeps out and does not record movement. A technician has been here to look into the problem. The problem returns. Very disappointed in these false claimsBusiness Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20642273
Complainant: ***** ***** ****** Dubay
Vivint Account #: *******
Date of Agreement: May 29, 2023
To Whom It May ***************** have reviewed the information provided by Mr. ***** *************** and appreciate the opportunity to respond.
In their complaint, Mr. ***** *************** states that they have repeatedly asked to be released from the equipment purchase contract. They state they have paid off the equipment. Mr. ***** *************** stated they were told that the contract was signed and it passed the 3 day trial period, and that Vivint could not release them from the contract. They state the sales representative promised them that they would get a homeowners insurance discount. Mr. ***** *************** state that this is not true and there is no discount. They also state they were told the system would work even if they did not have WiFi and that they would have 24/7 surveillance. Mr. ***** *************** desire a refund.
A Vivint representative has attempted to contact Mr. ***** *************** via email in efforts to resolve this matter. Vivint has offered to reduce the monthly rate to $24.99 per month and to place them on a month-to-month basis. If Mr. ***** *************** should desire cancellation Vivint offers cancellation of the remaining monitoring contract without further penalty or fees. If there is a remaining equipment balance Mr. ***** *************** will remain responsible for that balance.
Vivints records indicate that ************** signed the Purchase and Service Agreement (Agreement) on May 29, 2023. Records show on June 2, 2023 Mr. ***** *************** reported not being able to view their clips, notes show the issues was resolved by troubleshooting. June 26, 2023 Mr. ***** *************** requested to return the equipment. June 27, 2023 Mr. ***** *************** made a cancellation request, stating the sales representative promised them a thirty (30) day free trial. June 28, 2023 Mr. ***** *************** provided the required Notice of Cancellation to cancel the account. July 19, 2023 Mr. ***** *************** requested an update on the cancellation status. July 28, 2023 Vivint audited the cancellation showing that the trial period was over on June 1, 2023. July 29, 2023 the sales representative denied offering a thirty (30) day trial. August 2, 2023 records show Mr. ***** *************** accepted a save offer of $24.99 per month and no contract.
With the provided information, Vivint offers the above listed resolution. Mr. ***** *************** 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 LegalCustomer Answer
Date: 10/16/2023
To whom it may concern:
We, ***** and ***********************, are requesting a refund of the Vivant equipment purchase due to deceptive sales practices. Our saleman, *******************, stated that without any doubt, which we questioned, would receive a discount on our homeowners insurance by purchasing the Vivant Security system. After 3 attempts inquiring with our homeowners insurance agent, they assured us, in fact, there were no additional discounts for having this system installed in our home. When ************** "promised" without a doubt in his mind that we would "for sure" receive a discount, it was at that point we justified purchasing the system based on that promise.
In addition, ************** also informed us with the Vivant system we would get 24/7 surveillance for our security and safety. As of this date we know our Vivant system has missed many, many events which include our own coming and going, friends stopping by and who knows what else? This is not a true security system if it does not pick up these occurrences. We question how secure we truly are if this Vivant system is missing events at our home?
Lastly per your recent reply we are a little confused why you offered $24.99 per month with no contract for the monitoring service when we currently already have a $24.99 per month with no contract.?
Again, we are requesting a full refund of the equipment purchase price based on the deceptive sales practices of Vivant and ***************
Sincerely
***** and ***********************Business Response
Date: 10/18/2023
October 18, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20642273
Complainant: ***** ***** ****** Dubay
Vivint Account #: *******
Date of Agreement: May 29, 2023
To Whom It May ***************** have reviewed the information provided by Mr. ***** *************** and appreciate the opportunity to respond.
In their rebuttal, Mr. ***** *************** state the sales representative promised them that they would get a homeowners insurance discount. Mr. ***** *************** state that this is not true and there is no discount. They also state they were told the system would work even if they did not have WiFi and that they would have 24/7 surveillance. Mr. ***** *************** desire a refund.
A Vivint representative has attempted to contact Mr. ***** *************** via email in efforts to resolve this matter. Vivint has offered to remove the Vivint installed equipment, with removal of the equipment Vivint will provide cancellation of the remaining monitoring contract and equipment line of credit without further penalty or fees.
Vivints records indicate that ************** signed the Purchase and Service Agreement (Agreement) on May 29, 2023. Records show on June 2, 2023 Mr. ***** *************** reported not being able to view their clips, notes show the issues was resolved by troubleshooting. June 26, 2023 Mr. ***** *************** requested to return the equipment. June 27, 2023 Mr. ***** *************** made a cancellation request, stating the sales representative promised them a thirty (30) day free trial. June 28, 2023 Mr. ***** *************** provided the required Notice of Cancellation to cancel the account. July 19, 2023 Mr. ***** *************** requested an update on the cancellation status. July 28, 2023 Vivint audited the cancellation showing that the trial period was over on June 1, 2023. July 29, 2023 the sales representative denied offering a thirty (30) day trial. August 2, 2023 records show Mr. ***** *************** accepted a save offer of $24.99 per month and no contract.
With the provided information, Vivint offers the above-listed resolution. Mr. ***** *************** 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 LegalCustomer Answer
Date: 10/18/2023
Complaint: 20642273
I am rejecting this response because:
We have paid our equipment contract / line of credit, in-full, with Citizens. We are requesting the total equipment contract price of $3,720.75 be refunded to us due to deceptive sales practices.The contact person at Citizens was Alexandria whom took our payment. The confirmation number is: **************. This information was shared with **** at Vivint who assured us that she was taking copious notes. Vivint should have all this information on file.
Sincerely,
***** & ***********************Business Response
Date: 10/25/2023
October 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20642273
Complainant: ***** & ***********************
Vivint Account #: *******
Date of Agreement: May 29, 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 remove all Vivint installed equipment. Upon removal of the equipment Vivint will cancel the remaining Vivint monitoring contract without further penalty or fees. Vivint also agrees to fully close and refund the Citizens equipment balance of $3,720.75. ************** 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:09/21/2023
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.
They offered me a price but i am paying more than i was promised, im having trouble paying it have been having problems with service and dont want nothing to do with vivint no more i dont want my credit to be effected.Business Response
Date: 09/27/2023
9/27/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20639217
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 5/30/2023
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 lower ************************ monthly services fee to $10. ********************* 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
Complaint: 20639217
I am rejecting this response because:
Sincerely,
*****************************, don't want to be dealing with vivint no more i think it is over priced and I've dealt with them before i just don't want to be dealing with it no more it stresses me out having to be calling and going back and forth,Business Response
Date: 10/03/2023
10/3/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20639217
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 5/30/2023
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
To assist **********************, Vivint is willing to cancel and refund his account upon receipt of the equipment. A representative 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 LegalInitial Complaint
Date:09/21/2023
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.
Defective equipment and they cant seem to find away to billing me and the service is not up to parBusiness Response
Date: 09/28/2023
9/28/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20638148
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 1/30/2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** explains that he is disputing his billing and is dissatisfied with his equipment.
A representative has contact ******************** via email to further discuss his 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:09/21/2023
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 am trying to cancel the services with Vivint. They told me that I needed to pay the equipment first in order to cancel their services. So I did paid the equipment. So on July 27. I spoke with a Vivint representative and asked her what was the pay off for the rest of the service contract. She told me it was $314.27 and my contract would be cancel. So I paid that amount to them. Now I received two bills on the mail for the amount of $122.44. I Called them on 9/18/23 to see what is going on. I spend two hours on the phone trying to get to the bottom of the situation. They told that I should have received a cancellation email back on July 27. I never received that email. Every time I call they put on hold for up to 58 minutes. Also they can explain to me where the $314.27 went. Also everytime I call I feel that a they are forcing me to keep their services. In conclusion I feel that they are stealing from me.Vivint account # ********* My phone number is ************ I have the receipt for the $314.27 I have the receipt for the pay off of the Vivint equipment I want to know why I did not receive a cancellation email, where the money went, why are they still charging me, why are they making it so difficult to cancel and why are they forcing me to satay with their services. Please helpBusiness Response
Date: 09/26/2023
September 26, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20637447
Complainant: ***************************************;
Vivint Account #: *******
Date of Agreement: July 12, 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 cancel the account without further penalty or fees effective July 26, 2023. ************ 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:09/21/2023
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.
June 25-current.
Paid over $2000 on a monthly payment.
June 22cd someone came to my home and used something to move the camera and they broke a chip put of the base. The camera still shows live feed and works however it hasn't recorded any videos since then. I've called vivint multiple times and they always have me do the same routine check the camera, delete it from the panel etc. Etc. They ended up sending a technician out who said the camera just pops off the base now and they should replace it. The customer service rep I spoke to today, August 21st said its only physical damage. However, there is no physical damage to the camera itself, only the base/mount. Camera still functions, just doesn't record unless I increase the detection. However when I increase the detection I get constant recordings, one every minute. They even told me the last time that it's because of my internet speed, so I called to increase the internet speed, paying money I didn't have to pay out of my pocket. I get 300+ maps and the camera still isn't downloading recordings. These cameras are $350 a piece... Absolutely outrageous pricing for a camera that takes them maybe $50-$60. Had one customer service representative today give me the "loyalty number" and they could send a technician out for free. I already pay every month to get the technician here free if I need to. I called "loyalty" and there was no option. Spoke with another customer service rep after and she said that it's vivint policy to send a technician free only after going through the settings and seeing if the representative can't fix it, otherwise I'll have to pay for a technician? Even though the representative earlier stated to me the loyalty number was for the technician to come for free. Now the supervisor wants to send out another technician and it's not going to work even then. We are living in not good times, people are going crazy. And a security camera that isn't secure, I'm not paying for.Business Response
Date: 09/26/2023
September 26, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: September 21, 2021
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 send a technician free of charge to replace the damaged Doorbell camera. 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: 09/26/2023
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,
****** ******
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