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
- 8,361 total complaints in the last 3 years.
- 2,970 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:09/11/2023
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.
A Vivant sales representative came to my home via door to door sales. I was offered a 5 day trial period to which I accepted as I was researching home security companies. On June 28, 2023, the equipment was installed at 10 PM. On July 3, 2023 I attempted to contact the service representative to cancel my trial as I was not happy with the equipment/service. On July 5, I sent the email below to Vivint:
DATE: 7/5/2023 @ 4:11 PM TO: **************************
Dear Sir or Madam:
This morning I spoke with one of your customer service representatives to cancel my trial and inquire if I kept the equipment if I could get an adjusted rate. Your service personnel already drilled and hung the equipment which if removed, I would have to have my contractor come in to repair for hundreds of dollars . I was on hold most of the time; I called ###-###-#### at 8 AM (ET) and was on the phone with your representative for a total of 24 minutes and 48 seconds. I called to cancel my trial period as the product I was shown via video by the sales representative, is NOT the same that I was told I was purchasing and that was installed.
Instead of helping me, your rep told me that she would have to contact my sales representative. She put me on hold and allegedly tried to call the sales representative and again, allegedly could not get a hold of him. She told me that my trial period was 3 days and I told her I was quoted for 7 days (I have a notecard written by the representative with 7 day trial written on it). In thinking back about it, I am now not surprised as to why when I asked your sales representative for a business card, he stated Vivant does not supply business cards to its sales representatives. In thinking about it now, that was a huge RED FLAG.
Your rep told me that there was nothing she could do to help me. If your product is as, "amazing" as was stated to me, then why isn’t Vivint standing behind their product/service? This is a case of the ole', "bait and switch.”
I am not and will not pay for a product in which I was misled. Furthermore, I received the contract AFTER the whole install and the amount per month/equipment cost/service cost is NOT what was quoted to me.
Please have a competent supervisor/manager call me to discuss this matter.
Regards,
******* **********
###-###-####
___________________________
I then called Vivant and spoke to a representative by the name of Mandy. I explained to her that I attempted to get a hold of the representative to no avail, and that I have a notecard written by the representative that stated I had a 5 day trial. It should be noted that when the representative was in my home, he was unable to access the contract for me to read the cancelation policy.
I still have the note card and each time that I call Vivint to resolve this matter, all they do is offer me a discount on the service. When I ask for a supervisor, I am on hold and they are unable to obtain a supervisor for me to speak with.
Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* **********
Vivint Account #: *******
Date of Agreement: June 28, 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, Vivint has agreed to the full cancellation of the Vivint account. This will include removal of the Vivint equipment, a full refund of any payments made directly to Vivint and full closure of the Equipment Line of Credit. 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: 09/18/2023
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:09/11/2023
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.
Company is completely inept at customer service. Been dealing with them for 9 months to get canceled and credited refund for overcharges. Still not resolved. Reps are ill trained and business rules/processes do not exist to help customers. Reps lie time after time after time. I've spent countless hours on phone to resolve issues but they NEVER get resolved. Shut them down.Business Response
Date: 09/18/2023
9/18/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ********
Vivint Account #: *******
Date of Agreement: 6/15/2016
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******** and
appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint
cancelled Ms. ********’s account and refunded $141.97 on September 11, 2023.
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 LegalBusiness Response
Date: 09/18/2023
9/18/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ********
Vivint Account #: *******
Date of Agreement: 6/15/2016
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******** and
appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint
cancelled Ms. ********’s account and refunded $141.97 on September 11, 2023.
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: 09/21/2023
Complaint: ********
I am rejecting this response because: I'll believe it when I see it. They said they would refund me back in May. So far they haven't followed up. No refund thus far.
Sincerely,
********* ********Customer Answer
Date: 09/21/2023
Complaint: ********
I am rejecting this response because: I'll believe it when I see it. They said they would refund me back in May. So far they haven't followed up. No refund thus far.
Sincerely,
********* ********Business Response
Date: 09/27/2023
9/27/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ********
Vivint Account #: *******
Date of Agreement: 6/15/2016
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******** and
appreciate the opportunity to respond.
Vivint has contacted the Accounts Payable Department
to check the status of the refund. Vivint apologizes for any undue delay.
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 LegalBusiness Response
Date: 09/27/2023
9/27/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ********
Vivint Account #: *******
Date of Agreement: 6/15/2016
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******** and
appreciate the opportunity to respond.
Vivint has contacted the Accounts Payable Department
to check the status of the refund. Vivint apologizes for any undue delay.
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: 09/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We finally got the check refund after 9 months.
Sincerely,
********* ********Customer Answer
Date: 09/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. We finally got the check refund after 9 months.
Sincerely,
********* ********Initial Complaint
Date:09/11/2023
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 20, 2021, we had a Vivint tech onsite to fix a few issues. He asked if we wanted the panel upgraded, we were like sure. Ok well to do this we had to cancel the current Vivint account under my husband's name and then we had to establish one in my name. We did. We sent the cancellation email on 8/20 as instructed. Vivint has NOT cancelled the original account and has since been charging me DOUBLE alarm monitoring costs $59.97 has been deducted from my checking account and $50.66 which I agreed to pay to my credit card. Vivint owes me $1439.28 ($59.97 x24) and refuses to refund my money. INFACT, on 8/14/2023, I put in a cancellation of my own account and they billed me $50.66 knowing I had cancelled this service. Vivint is a scam and they need to own up to their mistake and refund me the $1439.28 + $50.66.Business Response
Date: 09/19/2023
September 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: 9/29/21
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she upgraded her system on 8/20/21. It was done as a new account and her old one should have been canceled,but wasn’t. For 2 years she has been paying for the old and the new services, while only using one. She canceled her new account and was still charged again.
Vivint agrees to provide a refund for overpayment.
Vivint’s records indicate that Mr. ****** Purchase and Services Agreement (Agreement) on 10/28/11. Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (Agreement) on 9/18/23 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ****** called on 8/20/21 to cancel and submitted her written notice of cancellation. Vivint’s records indicate that Ms. ****** called on 9/3/21 asking to upgrade and lower her bill. A request was put in to reactivate her account which was reactivated on 9/8/21. Vivint’s records indicate that Ms. ****** upgraded her system on 9/29/21. The upgrade was done as a new installation as the old account had been cancelled. Vivint’s records indicate that on 8/14/23, Ms. ****** requested cancellation and submitted written notice of cancellation for both accounts. Both accounts have been cancelled.
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 LegalBusiness Response
Date: 09/19/2023
September 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: 9/29/21
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she upgraded her system on 8/20/21. It was done as a new account and her old one should have been canceled,but wasn’t. For 2 years she has been paying for the old and the new services, while only using one. She canceled her new account and was still charged again.
Vivint agrees to provide a refund for overpayment.
Vivint’s records indicate that Mr. ****** Purchase and Services Agreement (Agreement) on 10/28/11. Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (Agreement) on 9/18/23 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ****** called on 8/20/21 to cancel and submitted her written notice of cancellation. Vivint’s records indicate that Ms. ****** called on 9/3/21 asking to upgrade and lower her bill. A request was put in to reactivate her account which was reactivated on 9/8/21. Vivint’s records indicate that Ms. ****** upgraded her system on 9/29/21. The upgrade was done as a new installation as the old account had been cancelled. Vivint’s records indicate that on 8/14/23, Ms. ****** requested cancellation and submitted written notice of cancellation for both accounts. Both accounts have been cancelled.
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:09/10/2023
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 approached me approximately 5/26/2022 at my home attempting to sell services and equipment under the guise that they were affiliated with a local company Glenn Security and a larger company "Alert 360". I explained i was not interested and wouldn't be able to afford the service, it was explained that despite what the paperwork said the equipment was included in the free installation. The salesperson even sent me money through cashapp and had me send it straight back to him so it appeared like I could afford their service, in addition to not reporting all of my expenses which should have rendered my debt/income ratio as a mitigating factor to NOT approve me. Additionally you can see on the initial paperwork it reflects monthly payment as $0.00 with no contract dates
Under this false pretense I agreed to the service and allowed them to install my system which they said would be a wired system and it is not, it is wireless which causes drop in video and audio. I have contacted the company over a dozen times attempting to escape this contract and was told no because I signed the paper and it didn't matter what the salesperson said, they can't control that and aren't liable for any false or misleading statements. I am now unemployed and unable to pay for the equipment or service and maintain basic needs.. My account # is #*******. I simply want out of the contract with them and I want to make sure the bank they used to finance the equipment is not reporting negatively on my credit.
Thank You
***** **********Business Response
Date: 09/15/2023
September 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** **********
Vivint Account #: *******
Date of Agreement: May 26, 2022
To Whom It May Concern:
I have reviewed the information provided
by Mr. ********** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Mr. ********** and a resolution has been agreed upon. At this time, Vivint has
agreed to lower the monthly monitoring service fee $15.00 by removing (3) video
service fees for the remainder of the monitoring service agreement. Mr.
********** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/09/2023
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 2, 2023 I paid a deposit of $163.01 to Vivint for security equipfor my apartment. The product was delivered a few days later but it was faulty. I made several attempts by phone to contact the support team at vivint but they were unable to get the equipment to work. I decided to returned the equipment and the product was received by vivint on Auguest 28, 2023. The full deposit of $163.01 has NEVER BEEN SENT TO ME. They did however sent me a bill for the amount of $163.02. I am asking for my full refund back and tocorrect their error.Business Response
Date: 09/14/2023
September 14, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** * *****
Vivint Account #: ********
Date of Agreement: August 2, 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, Vivint has sent a check of $163.01 The check was sent on September 11, 2023. Ms. ***** can expect the check to arrive within fifteen (15) business days. 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 LegalInitial Complaint
Date:09/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On, August 26th a Vivint salesman (Cole F.) came by selling security monitoring system. He quoted a price of $110 a month for monitoring. We had concerns over the price, and he told us many times that he would give us a free 30-day trial. This trial was to see the quality of the system & see if it fits in our budget. He told us to keep the original boxes and if we weren't completely satisfied, he would come back an uninstall everything for free. We agreed to this trial because he told us many times it was a "no risk" trial to us, and we could get out and we wouldn't owe anything.
The installers arrived the same day and hooked up roughly half of our system. They couldn't get certain features to work and said they would return Monday. They never showed on Monday. We texted Cole and he said he would get the installer to call us. The installer made an appointment for Tuesday and missed that appointment as well. He no called no showed both days and after rescheduling for the Wednesday, he missed the time window. We attempted to contact Cole, on Thursday with no response. We texted him on Friday, stating we wanted to cancel our contract and wanted the equipment uninstalled. He responded on Saturday that we would need to call corporate for that. This is a different answer than he told us when he was trying to sell us the system.
We called corporate and they proceeded to tell us that we would have to pay off our equipment "loan" before we could cancel. Never once was a 4K loan explained to us or the fact that we only had 3 days to cancel service. Our system was never fully installed nor fully functional. We are stuck not only with a system that doesn't fully work and we no longer want, but now a bill we can't afford to pay. We feel like we were conned by the salesman and the company. We were promised 30 days to cancel and agreed to that, not 3. It is extremely frustrating, disheartening and disappointing to do business with Vivint.Business Response
Date: 09/15/2023
Tell us why here...
9/15/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: ********
Date of Agreement: 8/26/2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ***** and
appreciate the opportunity to respond.
In her complaint, Ms. ***** states she was
given a 30-day trial period by the sales representative. Ms. ***** is requesting
cancellation of her account.
To assist Ms. *****, Vivint is willing to
cancel and refund her account upon receipt of the equipment. A representative
from Vivint has contacted her 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/21/2023
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:09/09/2023
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.
Sometime during the month of may 2023 a door to door salesman arrived at my home to get people to sign up for the Vivint security system. He said that we could try it free for a month and if we didn’t like it they would come back and uninstall the hardware for the system with no strings attached. He did not explain that he actually signed me up for a $4000 line of credit and you cannot cancel your account until you pay off that credit. Now I am stuck in essentially a loan that I cannot afford. I need them to come get their security system and drop this line of credit. I called them to cancel the account after a month. I have called them twice and they give me the same answer. That I am stuck with it until I pay it off. I need help canceling this because it is going to destroy my credit. I was deceived.Business Response
Date: 09/15/2023
9/15/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: 5/24/2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
In her complaint, Ms. ****** explains that
she no longer wants the service. Ms. ****** requests cancellation of her
account.
To assist Ms. ******, Vivint has decreased
her monthly services fee by 50%.
Vivint’s records show that on May 24,
2023, Ms. ****** signed a System Purchase and Services Agreement (“Agreement”).
By signing the Agreement, Ms. ****** agreed to an initial term of sixty (60) months.
As such, Vivint is not willing to cancel Ms. ******’s account without penalty.
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:09/09/2023
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.
Service that was promised but not provided.
On 08/31/23 I contacted Vivint customer service at 1-800-216=5232 to let them know
how upset I am with their poor service, and to cancel my agreement because of their
lack of appropriate service. I'm an 84-year-old widow and was hoping to have some
reliable security. I didn't receive it. When I signed up for this service, I was led to believe I would be able to
see anyone approaching my home. I have dozens of videos showing late night
videos of ONLY car lights passing by, and informing me that it was a person.
I was also awakened in the middle of the night because of these alarms.
In other cases, I was informed that a person approached my home, when it
was only a lizard crawling up the wall.
Also, I was informed several times that a person approached my home, when
it was actually the wind blowing my bushes.
Am I supposed to count on these false alarms being actual persons? What
kind of deficient system is this?! Certainly not worthy of the outlandish price
I've been charged.
I'm requesting that Vivint cancel the remainder of the monitoring service
agreement and forgive the remaining balance on the Citizens Pay equipment
loan with Citizens ($829.). The equipment is ready for pickup, or to receive
a prepaid label so I can have it picked up. I am mobility challenged, and
have no way to move the equipment to a delivery service.Business Response
Date: 09/16/2023
September 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: 3/11/23
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 she tried to cancel on 8/31/23 because she is upset that she feels that she has received poor service. The equipment does not work as she expected it to. The doorbell camera detects everything, not just people. Shs is often awakened in the middle of the night from the alerts.
Vivint agrees to cancel Ms. ****** service, contract, and loan once the equipment has been removed from her home.
Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (Agreement) on 3/11/23 with an initial term of thirty-six (36) months. Vivint’s records indicate that Ms. ****** called panel arming/disarming issues. Vivint’s records indicate that Ms. ****** called and chatted with Vivint representatives on 4/12/23 for instructions on how to change the time from 12 to 24 hours. Vivint’s records indicate that Vivint sent a free tech to Ms. ****** on 4/22/23 because her pin was not working. The tech put in the pin without issue. Vivint’s records indicate that the tech educated Ms. ****** on how to enter the pin into the panel and how to operate the Vivint app. Vivint’s records indicate that Vivint sent a free tech to Ms. ****** on 4/29/23 to reconnect the internet to the panel. He educated her on how to add the wife from the app and at the panel and programmed the panel to automatically reconnect to the Wi-Fi, as she has 2 isps in her home. Vivint’s records indicate that Ms. ****** spoke with a Vivint representative on 8/30/23 for assistance in disarming her panel. She requested cancellation, 5 months outside of her right of recession, because the equipment did not work as she expected. Vivint’s records indicate that Ms. ****** declined the free tech that was offered.
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: 09/16/2023
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:09/09/2023
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.
a Vivint sales person came over to my house in May and he was very rude and lied to me about the business and contract and threatened me to sign a contract, when I decided to not go with them. After that, he would not leave after I told him I don’t need it, please leave for multiple times. In the meantime he pushed me to a corner. I felt extremely dangerous but thank *** he finally left. After he left, I called Vivint multiple times to make sure that we will not be contacted by this business anymore and they would not open the credit line since we are not in business with them. However, today (1) I received an email saying that my credit line is still open; (2) Vivint salesman came to my house and knocked my door. The weird thing is, he did not go to other people’s house in the neighborhood, only my house! But We are on the not-contact us list!!!! We had an extremely uncomfortable and dangerous situation with a Vivint salesman and now they are still contacting us and they still opened a credit line although I have never had Vivint business, while we confirmed that credit line would not open and our house on no-contact-list!!!Business Response
Date: 09/15/2023
9/15/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
The kind of behavior Ms. **** has reported
is not consistent with Vivint’s policies, and I have reported this complaint to
sales management in Ms. ****’s area. Vivint appreciates Ms. ****’s feedback and
will ensure that any coaching or disciplinary action is carried out swiftly.
There is no credit line that has been
opened in Ms. ****’s name nor does Vivint have Ms. ****’s information on file.
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:09/09/2023
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.
7/29 a rep from vivint came I tried to say no but he convinced ** by saying they have military discounts no contract in house financing top of line cameras detection. And said wed get $200 in credits from start payments $145 free upgrades free tech service for equipment repair and replacement. Later I find out that the equipment is $4,000 and its with a company called Fortiva and its a line of credit/credit card and 2 days after they charge service charge on credit line and report it as over credit limit. Camera doesnt detect cars takes several seconds to detect people and only half the time garage opener doesnt work with vivint only separate application and only one person can use. I have 2 bills not one and vivint went from $50 to $103 after first month and billing date changed from 1st to 16th automatically. Backyard camera doesnt detect until right in front of camera but detects tree blowing asked to have camera placed elsewhere and tech said its too hard to be there they need it by a window so it can plug in now its in front of a tree and goes off with wind. I was told can cancel anytime no contract but I have read all the complaints hardships trying to cancel and lawsuits I just want to be done with vivint and Fortiva I cant even get my credit card off the account so I had to cancel it because of amount increase and due date change.Business Response
Date: 09/13/2023
September 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20578749
Complainant: ****** Fields
Vivint Account #: ********
Date of Agreement: July 28, 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 the equipment, cancellation of the remaining monitoring contract and Equipment Line of Credit with Fortiva without penalty or fees. **************** 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: 09/13/2023
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.my only concern now would be to make sure everything gets officially canceled and that I do not receive fees or penalties.
Sincerely,
*************************
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