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:09/21/2023
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.
Account Number: *********. I am filing this complaint with the desired solution of a cancellation. I don't want the equipment and I refuse to have to pay for it as I was not informed of all the canceling expenses. I want to cancel the equipment charges and terminate the rest of the contract. I feel I am a victim of salesman malpractice as I was not told that I would have to pay for a cancellation, and wasn't informed of the conditions of cancellation. The equipment itself is not doing its job properly as it doesn't pick up on people half the time but will pick up on cars or bugs crawling over the front camera. The back camera repeatedly reports people in the backyard only it's never a person and always the shadow of something (Clouds, birds, shadows). The salesman told me that he was cutting me a deal and discounting the equipment but didn't tell me about the time windows and the dates to which I could or can't cancel, can or can't downgrade. The product also creates wifi issues in the house, affecting my work. So the equipment and system is no longer needed. If there is a price to have the system uninstalled, I will have my father uninstall it and return it myself, but the company is informing me of deadlines and prices I didn't hear about from the salesman about paying off the equipment before being allowed to cancel. I called the company today and they offered me a month of free service but I am not interested. I simply want nothing to do with this company/equipment and want to cancel immediately.
Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20637009
Complainant: Amaris Merino
Vivint Account #: *******
Date of Agreement: January 25, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she was not informed of all cancellation expenses. She states the equipment is not doing its job properly. **************** states the cameras do not pick up as they are designed. She states the system creates wifi issues in her home. **************** desires the cancellation of equipment and services.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has offered the following three (3) resolution options. 1. A technician free of charge with $10.00 off of the monthly rate permanently. 2. Six (6) months of free service along with a technician free of charge. 3. Cancellation of the remaining Vivint monitoring contract without penalty or fees. However, **************** will remain responsible for the equipment line of credit, and its associated fees.
Vivints records indicate that **************** signed the Purchase and Service Agreement (Agreement) on January 25, 2023. Records show **************** contacted Vivint on January 29, 2023 with questions about her billing. April 26, 2023 **************** requested assistance with her monthly payments, notes show she was given a $25 credit. May 24, 2023 **************** requested a deferment as her financial situation was changing. Notes show she was told if she wanted to cancel, she would need to pay off the equipment. A two (2) month deferment was provided. September 21, 2023 **************** made a cancellation request, noting that she had financial issues, notes show she was offered two (2) months of free service.
With the provided information Vivint has offered the above three (3) resolution options. **************** 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:09/21/2023
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 asked this business to discontinue my service in June 2023 they're still attempting to charge me and claim I am delinquent even though I have email proof showing and asking for discontinuation of service. They need to fix the non paymen on my credit that need to cancel my service and they need to stop trying to steal money from me.Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20636660
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 26, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she requested cancellation in June 2023, however, she was still being charged and then the account was closed for non-payment. **************** desires the account to be removed from collections and to remain closed.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** removed the account from collections, leaving the account closed.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 26, 2021. **************** called Vivint on December 29, 2022, to check on cancellation options as she was moving and will no longer need the equipment. Vivints representative offered a deferment to cover the account, **************** declined. **************** was read and provided the Notice of Cancellation policy. January 18, 2023, **************** called due to moving and wanted to put the service on hold. **************** was advised to speak with the department that handles the moves for her options. **************** wanted to schedule someone to remove the equipment, however, did not want to pay for it. February 23,2023, **************** called to have a deferment applied as she still did not have internet, a deferment was applied for 3 months. June 27, 2023, **************** called requesting the installation fee to be waived, say it was promised by the sales representative. Vivint received Ms. ******* written notice of cancellation.September 26, 2023, the account was written off.
To resolve this matter, Vivint agrees to the resolution 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 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 need to cancel my service. i was not aware that i was being put into a 60 month contract, the cameras dont work half the time and doesnt record properly.Business Response
Date: 09/28/2023
September 28, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20636453
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 28, 2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she needs to cancel the monitoring service. ****************** states that she was not made aware she had a 60-month contract term. ****************** states that the cameras do not work half the time and they do not record properly. ****************** desires the monitoring service agreement cancelled.
A Vivint representative has attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** is providing the following options: 1) lower the monthly monitoring services fee by $10 by removing (2) $5 video service fees {or} 2) cancel the monitoring service agreement effective immediately, however, ****************** will remain responsible for the equipment line of credit.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on April 28, 2023. ****************** called Vivint on September 21, 2023, to cancel the Agreement stating that she cant pay anymore.
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 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.
These people are scam artists! I was told I would be charged a one time fee by Vivint and then monthly charges for the equipment totaling $42 a month. Now Im being charged $60 from Vivint and $42 for the equipment! I do not have the money to continue paying and its impacting my ability to pay other bills. Meanwhile, theyre asking for over $2000 for me to cancel my services. Im very distraught over this and I feel stuck in a wonky contract that was poorly explained. The terms are confusing and unclear. My only option now would be to pause the account but I cant even do that until the 6 month ***** Im thinking Ill need to contact my lawyer to help find some way out of this mess.Business Response
Date: 09/27/2023
9/27/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20636126
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 5/16/2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she was told she would not be charged a monthly services fee. **************** is requesting cancellation of her account.
To assist ****************, Vivint is willing to offer the service at $10.00 per month.
However, it should be noted that *************** signed a System Purchase and Services Agreement (Agreement) with an initial term length of sixty (60) months and a monthly services fee of $57.98.
Despite this information, Vivint agrees to the resolution above. A representative 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 LegalCustomer Answer
Date: 02/26/2024
worth of equipment after saying I would not pay for any equipment. That doubled the cost of the smart home system which I was then unable to pay for. Now I am moving but since my service is disconnected they refuse to come remove the equipment and told me Id have to hire someone on my own to take it down even though I am paying for the equipment they installed on this home. All I want to do is to fairly get out of my contract - since the contract was fraudulent to begin with. They told me the only way to get out is to pay $1600Business Response
Date: 03/01/2024
2/29/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20636126
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 5/16/2023
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 close the account with collections and forgive the line of credit. **************** 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:09/20/2023
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 August 10th, 2023, we entered a contract with Vivint for security monitoring. Part of the agreement was Vivint buying out our existing contract with HomePro Security.The salesman, *****, offered us a 30-day risk free trial wherein we could cancel. Additionally, he offered to personally integrate our existing thermostat and garage door opener into the system.We contacted Vivint multiple times during the 30-day period, including sending the salesman, *****, multiple text messages asking him to either integrate our thermostat and garage as promised, or else cancel our contract (which we were told would not be a problem). ***** went from evasive to eventually no longer talking to us.We called Vivint customer support within the promised 30 days. We were told that *****'s verbal promise was not valid and that Vivint did not offer a 30 day guarantee, it was 3 days as was in the written contract (that we told did not apply by *****). We were also told that our thermostat was not compatible with their system and offered a deal on a different thermostat (which turned out to also be false as we were eventually able to integrate our existing thermostat).When we asked to cancel, ***** denied to Vivint directly that he had offered us a 30-day risk-free cancellation. This is a common scam from Vivint salespeople as evidenced by many similar complaints on both ********* our neighbor ******** page, and generally on Google.At this point, our system is not working (our garage still won't open) and we sought to have Vivint replace our equipment with the equipment that we previously had (consistent with what ***** had told us). We require a full refund, and for Vivint to reinstall the equipment they replaced at their expense (as was promised to us). Vivint is in material breach of contract in multiple ways, and has chosen multiple times not to cure the breach in contract. We are left with no choice, but for Vivint to cancel the monitoring and equipment contracts.Business Response
Date: 09/27/2023
September 27, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20634520
Complainant: *************************
Vivint Account #: ********
Date of Agreement: August 10, 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. Once removed,Vivint will proceed with a full cancellation of the monitoring service agreement, full cancellation of the equipment line of credit, and refund all payment made directly to Vivint.. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/20/2023
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.
September12,2023 I, ******************************* allowed Vivint Home Security to put a security my home for 30 days free of charge. I was told by the representative that i had 30 days to cancel. I called the representative and told him I would *** to cancel my services and he has yet to get back with me. I called the main office and they said that I only had 3 business days to cancel or I would have to pay an early termination fee. The office called the representative but he didn't answer them either to confirm that he told me 30 days.Business Response
Date: 09/26/2023
September 26, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20633911
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: September 14,2023
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. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund of the equipment line of credit, and a full refund of 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:09/20/2023
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 Service/Account #*******. Our contract with Vivint Home end date was 4/14/23. We moved from the address of service on 11/11/2019 and were unable to retrieve the equipment rendering the service unusable. They refused to cancel the service and required we complete the contract. I have had multiple phone conversations and mailed a letter requesting cancellation. On 9/19/23 I noticed a charge from Vivint and realized they had not cancelled and continued to charge every month for a total over charge of $257.35. I called Vivint to inform them of their error and get a refund for the unauthorized charges. I was told by *** at Vivint that my account is still active because they did not send a notice of cancellation to me. She said there were notes on my account but that was not sufficient for cancellation. *** said she would email the cancellation notice and after they receive it back they will cancel within 30 days. She did not guarantee or even commit to a refund for the erroneous charges.Business Response
Date: 09/27/2023
September 27, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20633327
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 4/14/23
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************ states her contract ended on 4/14/23. She moved from the address on 1/11/19 and did not move the equipment. She was told she had to complete the contract. She has called multiple times and mailed in a letter requesting cancellation. On 9/19/23 she noticed a charge from Vivint and realized the account had not been canceled. She was charged $257.35. Vivint informed her that the account was still active because written notice of cancelation was not submitted. She submitted written notice on 9/20/23 and was told that it would be processed within 30-days.
Vivint agrees to cancel ************** account effective 4/14/23 and provide a refund from that date.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on DATE with an initial term of sixty (60) months which states After the initial 60-month term, this agreement will automatically continue month-to- month and you may terminate the agreement upon at least 30 days prior written notice. If terminated, the agreement ends on the last day of the 30-day notice period. Vivints records indicate that ************ submitted her written cancellation request on 9/20/23 and her service was due to cancel on 10/20/23, in accordance with her Agreement.
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:09/20/2023
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.
• Date of transaction: 8/17/2023
• Amount spent up front: $0.00; vivant checked my credit without my knowledge or consent for a Fortiva retail credit card and charged me more than $4,000 worth of security equipment that I was initially assured was free as part of an ongoing promotion.
• The Vivant sales representative pledged to purchase me out of my existing ADT security contract, improve my security equipment because my ADT equipment was incompatible, and guarantee that my monthly price would be roughly $65—the same as I was paying for ADT—but with better/faster quality.
• The nature of the dispute is that I received two bills one from vivant with the quoted around $65 a month fee and an additional bill from fortiva retail credit for $92 which was not discussed with me by the rep and unauthorized by myself
• I have reached out to the business and sales rep several times to resolve this issue and was told the only option is to cancel my vivant service but I would still owe the $4000 for unauthorized equipment. They will not come get the equipment, or replace my ADT equipment that they took down.
• Account #: last 4 ****, full account # unknownBusiness Response
Date: 09/28/2023
September 27, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *********
Vivint Account #: ********
Date of Agreement: 8/17/23
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** ********* and appreciate the opportunity to respond.
In her complaint, Ms. ********* states that Vivint checked her credit for a Fortiva line of credit without her knowledge or consent and charged her more than $4000 for equipment that she was “assured” was free as part of a promotion. The sales rep promised that he would buy out her existing security contract and guaranteed her monthly price would only be $65. She received 2 bills from Vivint, $65 and from Fortiva $92 which she claims was not discussed and not authorized by her. She reached out to Vivint and the sales rep and was told that she could cancel her Vivint account, but she would still owe for the equipment, and they would not pick up the equipment or replace her original security equipment
Vivint agrees to allow Ms. ********* to downgrade her equipment and reduce her Vivint monitoring fee in an effort to help her lower her equipment loan and monthly Vivint monitoring payments. Vivint sent Ms. *********s a gift card to be used to buy out the contract for her previous security company. If Ms. ********* wishes to cancel her service, normal cancellation applies in accordance with Ms. *********’s signed Agreement.
Vivint’s records indicate that Ms. ********* signed a Purchase and Services Agreement (Agreement) on 8/17/23 with an initial term of sixty (60) months and an equipment fee of $$4037.67, which states that if she fulfills her obligation to pay all amounts owing for the purchase of any equipment, then she may terminated her Agreement without penalty or early termination fee with 30 days prior written notice. Vivint’s records indicate that Ms. ********* participated in an audio and video recorded survey in which she answered that she understood that she was approved for a Fortiva line of credit, and that the Fortiva terms and conditions were explained to her. Vivint relied on Ms. *********s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Vivint’s records indicate the buyout paperwork for Ms. *********’s previous security company was uploaded and a gift card was sent on 9/19/23.
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 LegalCustomer Answer
Date: 10/02/2023
Complaint: ********
I am rejecting this response because: My spouse and I asked the representative about the presentation and the section of the contract when they came up, and he said there is no way to avoid that part of the video and that everyone must sign these documents. After that, we verbally clarified everything that had been communicated to us. As a result, we were duped into signing a contract and were essentially forced to do so. therefore I'm not liable for the $4,000 equipment fee. please feel free to come get it.
Sincerely,
******** *********Business Response
Date: 10/08/2023
October 8, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *********
Vivint Account #: ********
Date of Agreement: 8/17/23
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ******** ********* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Vivint’s records indicate that Ms. ********* participated in an audio and video recorded survey in which she answered that she understood that she was approved for a Fortiva line of credit, and that the Fortiva terms and conditions were explained to her. Vivint relied on Ms. *********s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. The Agreement and the audio video recorded survey indicate that Ms. ********* was made aware of all the terms.
Vivint agrees to allow Ms. ********* to downgrade her equipment and reduce her Vivint monitoring fee in an effort to help her lower her equipment loan and monthly Vivint monitoring payments. Vivint sent Ms. *********s a gift card to be used to buy out the contract for her previous security company. If Ms. ********* wishes to cancel her service, normal cancellation applies in accordance with Ms. *********’s signed Agreement.
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:09/20/2023
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 made the mistake of signing up with Vivint due to promises that the initial sales guy made. This company charges for tech visits, even if it is their equipment that is broken, and they will also charge roughly $300 to come move and reinstall equipment whenever you move; all of which was said to be free by the sales guy. This is apparently an issue they face with their sales guys as noted to me by tech support. The technicians have been out a few times to no avail as the equipment intermittently works. If your equipment is up high then you're expected to climb a ladder to diagnose the issue. I have been paying for intermittent service for over a year and now that it is time to move is when we're told about the $300 move fee. Oh, you can avoid half of this fee if you want to remove the equipment yourself. Again, none of this is told up front. Vivint makes it almost impossible to quit without paying an absurd amount in cancelation fees/what is owed to Fortiva. This company should be avoided at all cost as the trap is almost criminal. Their customer support says they are unable to do anything as they would have to refund the money for the equipment back to Fortiva. I have been in contact with the fraud department at Fortiva and I highly suggest anyone reading this do the same.Business Response
Date: 09/27/2023
9/27/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20632814
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: 5/10/2022
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 ****************** account and 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: 10/03/2023
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:09/20/2023
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.
Cancelled within cancellation period in April. Been waiting since NO REFUND like promised keep getting told its escalated still nothing. Come to find out they dont cancel the account till Aug 3. 4 months later and still waiting on refund 5 months later. The company continues to lie and withhold money!Business Response
Date: 09/28/2023
September 27, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20632462
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 4/14/23
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, **************** states that she canceled within the cancellation period in April. She has been waiting for a refund since then.
Vivint cancelled ****************** service on 8/3/23 and the refund check was processed on 9/8/23.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 4/14/23 with an initial term of forty-two (42) months. Vivints records indicate that **************** chatted into Vivint on 4/19/23 to set up her online account. *********************** records indicate that **************** called on 5/22/23 and requested cancellation. She spoke with two different representatives. To one she claimed to have called on 4/15/23 to cancel and to the other she claimed to have called on 4/18/23 at 5 pm. Vivints records do not show any calls, chats or cases regarding cancellation prior to 5/22/23. Vivints records indicate that **************** spoke with a Vivint representative on 5/24/23 and wanted to cancel. Vivints records indicate that **************** submitted written cancellation on 5/25/23 but she was out of the right of recession period, and she had not returned the equipment, so the account was not cancelled. Vivints records indicate that ****************** account was cancelled on 9/3/23 and the refund check was processed on 9/20/23.
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 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 Legal
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