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
- 8,353 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:09/19/2023
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 sold my home. gave verbal consent for the transfer. The new home owners obtained the services from vivint. However vivint is saying that the technician didnt know and set the new homeowners up with brand new services. This having two open contracts requiring both on the same residential property. The equipment and all was paid in full and they literally are forcing me to continue to provide saying I have a contractual obligation however I did complete my contract and followed all their transfer requirements and the new owners obtained the services for vivint.They are attempting to force me to pay a 600 dollar cancellation fee for services they are still providing to the new owners of the house.
Business Response
Date: 09/25/2023
9/25/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20624824
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 6/16/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel her account and refund payments made since July. ************** 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:09/18/2023
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 a home security system on July 1 of 2023. The system did not work correctly, so before our free trial was up, we called to cancel. They came and pick up the equipment on July 11 of 2023. Since then, the credit line company fortiva, whom Vivint uses for their security system. Its still charging me a $4000 for security equipment, that I no longer have possession of. I have called Vivint several times after sitting on hold more than an 1 hour to an hour and a half each time I called, I have been told that it would be taken care of. And yet here we are at the end of September, and Im still receiving bills from Fortiva. I have paid in August 2023 because ****** said it would take some time before officially got canceled. Today I get a bill in the mail from Fortiva saying if I dont pay on October 4, they will be sending to collections. How and why am I supposed to be paying for equipment $4000 worth of equipment that I do not have. I cant even log into my account with **********************. I have all of our phone calls recorded. I have text messages from the sales guy and the installer guy of how they supposedly had called and got this taken care of yet. Im still having to pay because ******* says they cannot cancel it until Vivint called them and give them the heads up that they need to cancel it. This is going on close to 90 days in a couple weeks. Im trying to do everything I can so my credit doesnt get screwed up because they dont wanna do what theyre supposed to.Business Response
Date: 09/26/2023
September 26, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20623640
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: July 1, 2023
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact **************** to resolve his concerns. Vivints record indicates that this issue has been resolved to ****************** satisfaction. **************** may contact ********************************** / ************) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/18/2023
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 $4000 with a 5 year contract
06/30/2023
Door to door saleswoman with Vivint came to our house around 6:00 pm until 10:30.pm Offered us security equipment. We were unaware a tech person would show up at 10:00pm until a very inconvenient 12:45am installing equipment. We were told we would be charged by Vivint monthly. They did do a soft credit check to make sure we were going to be able to make payments. We had three days to decide if we wanted to keep everything.
1: We did not consent to a third party financing nor did we consent for them to give our bank account information to this third party to make a withdrawal from our account. When I called to cancel they told me I was out of my 3 day trial. The problem is we did not find out this happened until a month after we had the contract.
2. When trying to cancel they told me that they have a recording of a verbal confirmation of my husband and I in our house that the saleswoman showed us a video and went through a survey along with the credit check. We did not see a video or do a survey nor consent to us being recorded in our house by the saleswoman. I want to see/hear this confirmation that proves our consent but they told me I need a subpoena to be able to listen to what they claim is confirmation.
*If they have a recording of us in our house without consent, then what else have they been recording without consent with the cameras they’ve installed on my house? I don’t trust this company, and feel very unsafe with their equipment and existence in my house. We feel violated and taken advantage of in a very deceitful manner.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: June 30, 2023
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, after further discussion Ms. ****** has decided to keep the Vivint service. 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: 09/27/2023
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:09/18/2023
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.
Signed up for services via on August 8 rep that came to my home named ******, completed credit application and was approved for no interest charges. Received summary next date that showed interested charges. I cancelled the service on August 9 in the am, ****** called me back to ask why the service was cancelled and told me I would not have any interest charges and my first month would be free. I agreed to the service, and now they are back tracking and stating this now I am being charged an extra ****** due fraudulent information that was received from a sales rep and they are not honoring what was given to me in writing from their sales rep ******* I received my statement in the mail on 9/18 showing interested charges. I called and spoke with ***** and Supervisor ******* who advised me if I wanted to cancel I have to pay 4k for the equipment and are not honoring with the sales person told me in order to have the service reinstated. Even though I was told again my ****** that I could cancel after the first month.Business Response
Date: 09/25/2023
September 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20622439
Complainant: ****************************;
Vivint Account #: ********
Date of Agreement: August 8, 2023
To Whom It May ***************** 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 provide a refund of $493.00 to be provided to Fortiva to cover interest charges. Ms. ***** 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: 09/25/2023
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:09/18/2023
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.
Roughly 4 years ago we met with a Vivint Sale rep to get cameras on our home. they said it would be scheduled within a week , after signing a contract they said ok we have to do it right now if you want to get the deal , they were in the house til around 1am installing cameras everywhere.Over the years we had multiple issues with door-locks not working, lock jams, not locking, not opening, at one point I was locked out of my house when the door locks wouldn't open. Cameras offline constantly. We were able to call Techs to come out as long as the troubleshooting was done But they would make us T/s for hours and eventually they would send a tech at no charge. Now Vivint will have you T/s for hours but wont send a tech unless you pay ***** or ***** a month for a plan. Last April 2022 we moved to Cranston and we transferred the cameras over to the new house because of the Contract. They ran out of doorbells and didn't give one til 3 months later while we were paying for the service. We started having many issues , Door jams, doors not locking, cameras going offline, Doorbell no sound for months and wont record, many issues. Paying for service and cameras yet they dont do the job. The door locks dont extend, the keypads freeze. Cameras go offline, Its not worth it and terrible terrible customer service. The reps argue with you, they hang up on you and they apparently also now can block you on chat because I tried to message them and they blocked me as a customer. Over the last 4 months we have had an huge issue with the Doorbell camera, no sound no recording and very blurry. They have us T/s still doesn't work. They told me they would send a doorbell and never did then said it wasn't in their notes and I never called which is a bunch of BS. They send a doorbell to the wrong address, then send another doorbell and want me to install it by shutting off our power and messing with wires and also sent the wrong doorbell.Business Response
Date: 09/25/2023
September 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20621829
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 5/2/21
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ****************** states that she moved in 4/2022. Vivint ran out of doorbells, and she did not get one for 3 months while still paying for a service. She began having door lock issues, cameras going offline, keypads freezing, doorbell blurry and has no sound. Vivint sent her a door lock and expected her to install it herself and it was the wrong doorbell. She used to be given a free tech if she did troubleshooting for hours. Now after troubleshooting for hours, she is told that she has to pay to have a tech go out to her home.
Vivint agrees to send a 1-time free tech to resolve all issues.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 5/2/21 with an initial term of sixty (60) months which states so long as we are providing services pursuant to this Agreement provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes. At our discretion, service may be provided by shipping replacement equipment to you for self-installation. If we provide service by shipping you replacement equipment for self-installation, you may be able to purchase professional installation of the replacement equipment for an additional fee.
Vivints records indicate that ****************** had a free tech sent to her home on 2/15/23. The technician stated Renovation contractors took equipment down and put back up incorrectly. Batteries died (customers responsibility). Relocated the panel, changed back plate due to 3rd party damage, secured sensor covers, changed batteries. Vivints records indicate that ****************** called on 8/31/23, performed troubleshooting and it was determined that a new doorbell was needed. Vivints records indicate that ****************** did not wish to pay to have a technician go to her home, in accordance with her Agreement and a replacement was sent to her and was delivered on 9/7/23. ****************** claims she did not receive it, so a replacement was sent to her and it was delivered on 9/15/23, which she claims she also did not receive. Vivints records indicate that a third replacement doorbell was sent on 9/20/23 and is due to be delivered on 9/25/23.
A representative from Vivint has reached out to ****************** in an effort to resolve this matter. Despite the terms ****************** agreed to in her Agreement, 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 LegalCustomer Answer
Date: 10/23/2023
I spoke with **** at Vivint who agreed to send a free tech to check everyone over.
Vivint sent a tech out on Sept 30 where i did a run down with all of the issues. The doorbell was not resolved, the tech told me he did all the steps but he doesn't know if i need a new upgrade ( which the doorbell is NEW- so why do i need to upgrade it to a more expensive one when that one use to work) Just vivint trying to get more money. The side camera still goes offline occasionally. not as much but it still goes off which i told the tech it randomly does. he said well its working now. now on top of it all the cameras are fuzzy and the doorbell is even worse. What a crappy service and what awful cameras, the quality is getting worse. They sent me a bill of ***** due date 10/15 and then another for ****** due oct 16th like they are adding extra fees for the past 2 months which totals are completely wrong, i only pay ***** a month and last month was credited bc of the extra doorbell shippings at the fault of vivint. i shouldnt be chaged for extra fees for crappy service to begin with. please re send the tech and please fix these issues along with the bill..
thank youBusiness Response
Date: 10/27/2023
October 27, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20621829
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: 5/2/21
To Whom It May *********************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
Vivint agrees to send a 1-time free tech to resolve all issues.
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 LegalCustomer Answer
Date: 11/08/2023
To Whom it may concern,
I am completely unsatisfied with the outcome from Vivint. they sent a tech out but he did not fix the issues and he told me he couldn't fix the doorbell and that we had to upgrade. I spoke with **** from vivint who said that this isnt the case and shouldnt need an upgrade so she would resend a tech. The tech came and still didn't. fix the doorbell and now plan to send another tech out. I have now been charged for late fees, tech visits that they told me who be free due to me complaining and my bill has gone even higher which i refuse to pay until they resolved my issues. Vivint is the worse company i have ever dealt with and i do not want to give you my business anymore, i want you to pay off my equipment and let me out of the contract due to unsatisfactory as we continue to have issues and still havent gotten a resolution. **** from ************** has not returned any of my emails.
thank you
***************************Business Response
Date: 11/14/2023
November 14, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20621829
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: 5/2/21
To Whom It May *********************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
Vivint agrees to send a technician to fix or replace the doorbell camera and add wife extenders as needed to resolve all issue.
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 LegalCustomer Answer
Date: 12/12/2023
Hi, vivint has closed our account and agreed to pay in full the balance for the cameras through citizens bank loan which they have done but they also promised that they would allow us to reopen a ***** app to beable to lock out doors through the phone app once this was done. vivint has NOT completely followed through and has lied to us several times as to what they promised to do. We are very very unhappy with the way Vivint has handled us as Customers.
Thank you
***************************Business Response
Date: 12/18/2023
November 14, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20621829
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: 5/2/21
To Whom It May *********************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
If ****************** wishes to reinstate, Vivint agrees to reinstate the equipment, other than the camera(s) that was not working due to Wi-Fi issues and reinstate her agreement at a reduced monthly rate of $20 a month.
Vivints records indicate that Palazzos internet company (ISP) was not able to open the Wi-Fi ports necessary for a clear camera picture. ****************** wished only to cancel and did not wish to pay for monitoring or the remaining balance of her equipment loan. In a show of goodwill, Vivint agreed to deem the entire system as unserviceable. As it was unserviceable, Vivint forgave the remaining 30 months of her contract and the remaining $1965.44 balance of Ms. ******** loan for all the equipment, working or not, and ****************** remained in possession of the equipment.
It was explained to ****************** that the phone app is directly linked to monitoring. If Ms. ******** wishes to utilize the app, monitoring would have to be reinstated. Unserviceable equipment cannot be monitored which is why the loan was forgiven. Vivint has offered to deem the equipment, other than the camera(s), as serviceable and reinstate the service and the loan, minus the cost of the camera(s). The loan would be reduced by the amount of the camera(s) and the monitoring rate would be reduced from $69.10 to $20 a month.
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 LegalCustomer Answer
Date: 12/19/2023
Complaint: 20621829
I am rejecting this response because: I have not gotten my equipment re instated to the agreed ***** yet and still waiting for a response .
Sincerely,
***************************Business Response
Date: 12/21/2023
December 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20621829
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: 5/2/21
To Whom It May *********************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution to reinstate Ms. ******** service and the equipment loan, minus the cost of the camera(s). The loan would be reduced by the amount of the camera(s) and the monitoring rate would be reduced from $69.10 to $20 a month.
Vivint is currently working with ****************** to reinstate her loan and serviced. She may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/06/2024
I had many issues with Vivint cameras and after a back and forth battle they agreed to let us shut it off but they also told me we could turn it back on when or if we decided too and could use the app only. Months later and we are having issues with the thermostat system and the panel and unable to service bc we no longer use Vivint. We tried to re start Vivint and they blocked us as a user. **** from the legal team said we could resume whenever we wanted but has been avoiding to do so and wont return any emails or phone calls.Business Response
Date: 05/13/2024
May 13, 2023
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 20621829
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: 5/2/21
To Whom It May *********************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
********************** situation has been discussed in great detail with the legal team and Vivint stands by its previous resolution.
If ****************** wishes to continue with Vivint and utilize the app, she will need to reinstate her service. If all the equipment she previously stated was faulty is in fact working and able to be monitored, she will need to pay $1280.39 (the remaining amount of her equipment loan minus the remaining amount of the cameras) for the equipment, to be reinstated. Once the service is reinstated, she will have access to the app.
****************** 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 LegalCustomer Answer
Date: 05/21/2024
that is absolutely not true! you never offered to remove the balance and let us continue to use the service and monitorinting, you said we had to either make it unserviceable to you could cancel the whole thing out or keep it. you also stated if we cancelled it we would have NO issue re instating with just the app and that was a lie. I am beside myself how many lies we have gone through with Vivint. We now have equipment that sits on the house that we cant remove or it would leave holes, we cant use the thermostat because they are BROKEN and vivint doesnt fix them if we aren't using them. The *** that controls everything keeps beeping and again making it all useless. You NEVER said we could keep the monitoring and have the remaining cameras paid off and i am sure this is recorded somewhere. if that was the case we would have just KEPT the whole thing with them being paid off as the outcome. Unreal. I would Love to talk to your manager ******, When a customer request that they should absolutely be allowed to talk to them.Business Response
Date: 05/24/2024
May 24, 2023
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 20621829
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: 5/2/21
To Whom It May *********************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
********************** situation has been discussed in great detail with the legal team and Vivint stands by its previous resolution.
****************** 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 LegalCustomer Answer
Date: 05/30/2024
Complaint: 20621829
I am rejecting this response because:
Sincerely,
***************************absolutely nothing is being resolved, they lied constantly to me and refuse to even let us re instate even with paying the ******* so how is that standing by any word or resolution.. Vivint is the worse company ! They should be shut down.
Initial Complaint
Date:09/18/2023
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 recently purchased my home at the subject address. I can't install my existing Vivint system because the previous owner has failed to disconnect the service at the home. I have called Vivint customer support several times to correct this issue. As the owner of the home, Vivint should not allow someone else to maintain an alarm system they have moved out of and do not own.Business Response
Date: 09/27/2023
September 27, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20621742
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: 6/6/20
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 install Ms. *********** system into her new home. ************************ 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:09/18/2023
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 today, I learned that we have a 5 year contract with vivant that we never signed up for. We asked the salesman was a contract involved and he said no. We signed up and paid for our equipment in full. Today I called to question why our cameras that we own are not working and I was told because we have to have monitoring and that is for 5 years. Again I asked him why, would we sign up for a contract with them when we had ring with all cameras and no contract. Our cameras were active without a contract, that does not make sense. We never signed up for a contract and I want that problem rectified immediately for unethical practices and fraudBusiness Response
Date: 09/26/2023
September 26, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20614532
Complainant: Scarlet ************************************* Account #: *******
Date of Agreement: July 16, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ****************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ******************* via phone to resolve their concerns. In addition, a copy of their contract was sent via email. ******************************* contact ********************************** / ************) directly if they have 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: 09/26/2023
Complaint: 20614532
I am rejecting this response because: the sales person did not disclose we was signing a contract. Again, we stand by out word. Why would we sign a contract for 5 years when we did not have a contract, had more cameras and only paid $36 annually. This is fraud.
Sincerely,
******************Business Response
Date: 09/29/2023
September 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20614532
Complainant: Scarlet ************************************* Account #: *******
Date of Agreement: July 16, 2022
To Whom It May ***************** have reviewed the additional information provided by Ms. ****************** and appreciate the opportunity to respond.
Vivints records show that Mr. *********************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $64.99, and total equipment fee of $2,111.75that was financed through Fortiva, plus applicable taxes during that term. Vivint relied on Mr. ****** representation to ensure he understood his commitments to Vivint as outlined by the ******************************************** wish to cancel the Agreement prematurely, they may contact Vivints *************************** at **************.
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: 10/02/2023
Complaint: 20614532
I am rejecting this response because: ****** rep refuse to cancel the account. At this point, ****** can refund us our money that we paid in full for equipment that is not being used and we were not informed of a 5 year contract.
Sincerely,
******************Business Response
Date: 10/09/2023
October 8, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20614532
Complainant:Scarlet *****
Vivint Account #: *******
Date of Agreement: July 16,2022
To Whom It May ***************** have reviewed the additional information provided by Ms. ****************** and appreciate the opportunity to respond.
Despite the valid contract and previously referenced Pre-Installation Survey, Vivint has closed Ms. ****** account with collections out of goodwill. Ms. ***** has no further obligation to Vivint.
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: 10/10/2023
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,
Scarlet *****Initial Complaint
Date:09/18/2023
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.
Paying $28.82 monthly,has not been working for about 5 months ,called several times they were aware of the problem but nothing was done to fix the issues so I stopped payment,They keep calling me wanting me to continue paying saying I have a contract,dont see why they want me to continue paying for a system that does not work Id like to get my money back the 5 months the system hadnt worked.Business Response
Date: 09/27/2023
September 26, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20620402
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: 10/29/16
To Whom It May *********************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ****************** states she paid monthly even though her system was not working for about 5 months. She called several times and Vivint did nothing to fix the issue, so she stopped making payments. She received calls to make a payment, but she did not understand why she should continue to pay when it doesnt work.
A refund is not warranted at this time, however, if ****************** is still having issues with the sensors, Vivint agrees to send a technician to check the system and replace sensors that are deemed non-working. If there are other issues not mentioned, Vivint offers to discuss the issue and determine a fair resolution. ****************** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 10/29/26 with an initial term of sixty (60) months which states Repair of the System is our only duty. This warranty does not include batteries or alarm screens Vivint's records show that on 9/7/22 ****************** was given a 3-month credit in the amount of $79.81 and a free technician was sent to her home. The technician stated that he found multiple sensors with low batteries that had not been replaced. He replaced the batteries in all of the sensors that we low, ran a full system test and found no other issues. Vivint's records show that ****************** called in on 12/14/22 and was informed that a sensor had a low battery and needed to be replaced. Vivint's records show that ****************** called on 3/8/23 for a false alarm. The sensor that had a low battery had stopped working causing the false alarm. Vivints records indicate that ****************** was given a credit for a free month of service so she could purchase batteries and replace them. Vivint's records show that ****************** stopped making payments on 7/7/23 and her account is now $59 past due.
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:09/17/2023
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 a home on April 1, 2021 that had solar panels installed. They had been installed by Vivint by the previous homeowner. After purchasing the house it was discovered that *********** had disconnected power because the panels had been wired out of code. Specifically, they had been wired to the meter and not the fuse box which is against code in Pasco County *******. I had to pay an electrician $2500 to disconnect the solar panels, and have the county inspect the property to verify it was to code before I could get power restored to the house. I have tried working with Vivint, and the company that purchased their solar panel division, Sunrun to get this fixed. I just want to have functioning solar panels, and I feel like since they had installed them incorrectly they should have the responsibility to reconnect them.Business Response
Date: 09/25/2023
September 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ******Consumer Complaint Case #: 20618160
******Complainant: ***************************
Vivint Account #: N/A
Date of ******************** ****** ****** ****** ******
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ****************** explains that he bought a home with solar panels that was installed out of code by the previous homeowner. He further explains that he had to pay $2,500 to disconnect the solar panel and have the county inspect the property before power was restored. ****************** desires a repair.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve his concerns.******
Vivint solar was sold to Sunrun so ****************** would need to contact ****** directly to resolve 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:09/17/2023
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 9/13/2023 vivint went into my checking account and stole $97.64 & $73.88 a total of $171.52. I say stole because they were both unauthorized. when I called & demanded they return the unauthorized $171.52 they stole from my checking account, I was told I would have to set up payment arrangements in order to get it back. I canceled my service with them in February 2023, regardless they do not have the right to go into people's accounts & just take what they want when they want. At this point I'm very ****** and just want to know am I filing with the right bureau because something needs to be done about this bold thievery type behavior from vivint smart home.Business Response
Date: 09/22/2023
September 22, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 8471257
Complainant: ******* Guy
Vivint Account #: *******
Date of Agreement: June 9, 2021
To Whom It May ***************** have reviewed the information provided by ********** and appreciate the opportunity to respond.
In her complaint, ********** states that on September 13, 2023 Vivint took a total of $171.52 from her account. She states ********************** was not authorized to make this withdrawal. ********** states she requested a refund and was told she must make a payment arrangement. She states she cancelled her service with Vivint in February of 2023. ********** desires a refund.
A Vivint representative has attempted to contact ********** via email in efforts to resolve this matter. Vivint offers to clear the past due balance of $135.68 and to cancel the remaining monitoring contract without any further penalty or fees to ***********
Vivints records indicate that ********** signed a Purchase and Service Agreement (Agreement) on June 9, 2021. Records indicate that on Section 2.5 Payment Authorization of the Agreement states You authorize Vivint or its assignees to make electronic fund transfers from your bank account or charges to your credit card account (the electronic payment) in the amounts listed above as your monthly service fee, equipment charges, down payment, installation payments, installation fees, plus any applicable taxes and including all past due amounts, trip fees, service fees, or amount which may accumulate in arrears according to the terms above and the conditions of this agreement. Records show on February 17, 2023 ********** reported that she was moving and needed the equipment removed. April 10, 2023 ********** reported that she called in February and she was unaware of the sixty (60) month contract. ********** noted that she moved and that she was still paying on the equipment. ********** notes that the equipment was uninstalled. Notes show that ********** cancelled the installation and thought she cancelled the service as well. April 27, 2023 ********** requested a six (6) month deferment, notes show ********** was supposed to pay the past due amount in order to have the deferment approved.
With the provided information Vivint offers to cover the past due balance and to cancel the account as listed above. ********** 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 Legal
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