Business Profile

Security Systems

Vivint Smart Home

Headquarters

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

8,368 total complaints in the last 3 years.
2,963 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:09/07/2023
Type:Sales and Advertising Issues
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 8/12/2023 a sales rep from Vivint named ***** knocked on our door. His opening pitch was "I'm here to bribe you". And oh boy, did he ever!! Should have been the first sign of all the bad business practices that I have witnessed from ***** and Vivint since that day. ***** promised so much and after installation we realized there was much left unfulfilled. The first issue is ***** never told us there would be a hard credit check, he said he needed the last 4 of my social for verification purposes only. He never said we would need to take out a small loan for their services. He also promised us a buyout from our current provider, ADT. Well, I have my bill and when I text him the amount like he told me to, of course he hasn't responded. I called the customer service line and they said they don't have that on our file. ***** also told us we would have a new thermometer and other equipment that we never got. ***** said our first bill wouldn't be until one month after installation, well 2 days later I had a charge from Vivint for the first month of monitoring. I called within the 7 days he told us we had to cancel the service and every time the reps would give us a better deal to stay. I gave them the benefit of the doubt. I've been on the phone about 6x now calling about a new issue that hasn't been resolved. 2 days ago they said they would send out a tech to install the thermometer and remove the old camera in the back from ADT free or charge. Well tonight I have a $184 charge from Vivint. Absolutely terrible business practices. My calls are recorded so they can review those for accuracy. ***** has not once responded to any of my calls or texts. Bait and switch tactics and now won't respond. I want Vivint to resolve this by removing their equipment, refunding all paid charges and removing the credit line they opened.
Business Response
Date: 09/13/2023
September 13, 2023

Better Business Bureau of ****
**** **************************************************************

RE:    Consumer Complaint Case #: 20568428
           Complainant: *************************
           Vivint Account #: ********
           Date of Agreement: August 12, 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 fully cancel the monitoring contract. This will include the removal of all Vivint equipment, a full refund of any payments made directly to Vivint, and full closure of the Equipment Line of Credit. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.

If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Customer 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.

Sincerely,

*************************
Initial Complaint
Date:09/07/2023
Type:Service or Repair Issues
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.
My key panel door lock keeps jamming. They have tried to repair before and the same issue. Customer service is trying to make me pay to have a tech come out. Which is unacceptable
Business Response
Date: 09/12/2023
September 12, 2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint Case #: ********
           Complainant: ****** ****
           Vivint Account #: *******
           Date of Agreement: July 30, 2022

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 schedule a Smart Home Professional for September 13, 2023, to either resolve
the issue with the door lock or replace it if deemed necessary at no cost. Ms.
**** also agreed to add Vivint’s new protection plan for $9.99 per month. 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 Legal
Customer Answer
Date: 02/20/2024
Vivint has been out multiple times to repair my panel for the panel cover being loose. The last time they came they put tape on it. I was told I had to pay for a replacement because they no longer carry the panel. I feel I don't have to pay for a panel that keeps malfunctioning down to the point it's moving slow, and the signals are being delayed. If i cannot get this issue resolved i may consider switching to another provider
Business Response
Date: 02/26/2024
February 26, 2024

Better Business Bureau of ****
3703 *******************************************************************;

RE:   Consumer Complaint Case #: 20568035
         Complainant: *********************
          Vivint Account #: *******
          Date of Agreement: July 30, 2022

To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.

In her complaint, ************ states that Vivint has been out multiple times to repair her panel due to a loose cover issue. ************ states that she was told she needed to pay for a replacement as the panel she has is no longer produced. ************ states that she does not feel she should need to pay for a new panel that is now malfunctioning. ************ desires the panel to be replaced free of charge.

A Vivint representative has reached out to ************ in an effort to resolve this matter via email. After reviewing the account, ********************** has offered to complete a panel upgrade providing a 50% discount on the cost of the panel.************ stated that she would like to consider this offer and get back to Vivints representative.

Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on July 30, 2022. On September 13, 2023, a Smart Home Professional was out to ************ home to resolve an issue she was having with her door lock. During this visit, the Smart Home Professional also looked into an issue ************ was having with her panel. January 22, 2024, a Smart Home Professional was out to ************ home to address a tamper she was having on her panel due to a loose panel cover. It was determined during this visit that the clip holding the panel closed was broken and that the panel would need to be replaced. This would come at a cost as the panel ************ currently has is no longer available or manufactured.

To resolve this matter, Vivint has provided the offer 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 Legal
Initial Complaint
Date:09/07/2023
Type:Order Issues
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 5/12/23 a salesperson approached our family as we were arriving at our home, introduced himself & asked if we heard about Vivint then started asking questions about our security syst. and our provider & how much we paid we told him the company & we paid 75.00 a month, he said it was too much & that with "Vivint you will only pay 65.00 a month & you can cancel anytime you want" so I repeated "ANYTIME" he said "yes" he also added "we can buyout your contract we can give you as much as $1,000 dollars, pay them & you can do whatever you want with whatever is left". We said ok, during conversation, I asked the same question twice & I even said "let's say in three months I want to cancel can I do that?" he responded "absolutely no questions asked" he was working on his tablet, I didn't have glasses which I need to read. He said we're almost done & said that the installation guy will come later on tonight. Did a credit check that was not going to affect my credit etc. Sign here initials. here. etc. That night the system was installed. In June I got the Fortiva bill & I started to pay 65.00/month, 2 months later I got an overdue bill of 82.00 for ViVint. I called Vivint on Aug 31, & I explained to the clerk & asked for a technician to come & pick up the equipment & to cancel the services, then he asked me if I had a recording or written proof of the conversation we had, I said I was in my living room I don't record in my living room & no I don't have proof the only other person there was my daughter. He apologized for the false promises & then he offered to lower the monthly bill to 75. I said no I want to cancel, I now have a bill of 147.00. He said that I need it to call another Dept. & that the services were going to be cancel due to no payment. No one has called not even for a follow up.
I would like for the company to cancel the services and pick up their equipment. This buss. is full of false promises.
P.S. Installer used records to text my daughter.
Business Response
Date: 09/13/2023
September 13, 2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE: Consumer Complaint Case #: ********
Complainant: **** *********
Vivint Account #: *******
Date of Agreement: May 12, 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 that she was told she could cancel at any time and that Vivint could buy out her current system for as much as $1000. She states she was also told that she would only pay $65 per month. Ms. ********* states she got a bill from Fortiva for $65 and a past due bill from Vivint for $82. She states she requested to have the equipment removed and for cancellation of the service. Ms. ********* states Vivint only offered to lower her bill. Ms. ********* desires removal of the equipment, cancellation of the monitoring services and of the Fortiva Line of Credit.

A Vivint representative has attempted to contact Ms. ********* via email in efforts to resolve this matter. Vivint offers removal of the equipment along with cancellation of the remaining monitoring contract and Equipment Line of Credit without penalty or fees to Ms. *********.

Vivint’s records indicate that Ms. ********* signed a Purchase and Service Agreement (“Agreement”) on May 12, 2023. Records show that Ms. ********* questioned a bill that she received of $169.62. Notes show that she was under the impression that the Fortiva bill would also cover the Vivint monitoring services. Notes show Ms. ********* at that point requested cancellation. On August 31, 2023 Ms. ********* made a cancellation request, noted that the sales representative expressed that she could cancel at any time and requested to have the equipment removed.

With the provided information Vivint has offered to cancel as listed above. Ms. ********* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,

Vivint Legal

Customer Answer
Date: 09/15/2023

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:09/06/2023
Type:Service or Repair Issues
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 signed up with Vivint in July of 2022. There was a door-to-door sales representative that approached me and my husband. I kept telling him that we were about to go on vacation and we really needed time to talk about this with each other and decide if this was a good decision. He kept throwing discounts at us saying that if we purchase now they would waive the installation fee. he kept saying if we Wait until tomorrow it would be extra money we would have to pay. He told us how wonderful The cameras were and that the doorbell camera stored videos for 30 days which was way more than any of the other systems out there. He said all we had to do was purchase the equipment and then once the equipment was paid off we didn't have any more financial obligation.
So we went ahead and signed the contract and got financed for the $4,000 worth of equipment. They came by a few hours later and installed the doorbell camera, the two indoor cameras and the Google nest thermostat and the two smoke detectors.
Fast forward to a week later and my car got broken in to in my driveway overnight. When I went to call Vivint to retrieve the footage for the police officer, they told me that the camera recording system was down and there was no way that they would be able to retrieve that footage for me. They then referred me to my rep to see if he had any additional information for me. A couple days later I received a call back from my rep. That said, unfortunately I hadn't opted in for the recording feature on my account and if I wanted vivint to save my recordings I would have to pay an extra 250 to $500. Now I was SOL.
I went ahead and paid off all of my equipment so I could discontinue use of this horrible company. But now I was told I couldn't cancel because I was in a contract. Last winter I had my heat go out in the middle of the night with my house temp dropping to 42degrees. Come to find out my Google nest was installed incorrectly and not grounded. I have called vivint at least 10 times regarding the constant loading of the cameras to check on my kids. They have sent techs out and continue to tell me it's my Internet and not their system. Yet I have allo at a very high speed and it works great for everything else. I have called 3 different times to cancel and have spent hours on the phone with them with no results. I have sent them my pay off proof for fortiva and I am still told that I am obligated to pay out my 5 year contract....eventho this system does not work and I do not want their system and I was never told of a 5 year contract.
Business Response
Date: 09/12/2023
September 12, 2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint Case #: ********
           Complainant: ******** ******
           Vivint Account #: *******
           Date of Agreement: June 28, 2022

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 cancel the remainder of the monitoring service agreement effective
September 12, 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 Legal
Initial Complaint
Date:09/06/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I have been trying to get my account canceled for several months I was told all I had to do was pay off the account and it would take three days after I sent a form in explaining why I wanted to cancel it has now been over six months I have called three different times and was told everything was good I should see the cancellation within three days they are refusing to close my account.
Business Response
Date: 09/12/2023
September 12, 2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint Case #: ********
           Complainant: ******* *******
           Vivint Account #: *******
           Date of Agreement: June 3, 2015

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 cancelled the account
as requested. 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 Legal
Initial Complaint
Date:09/06/2023
Type:Service or Repair Issues
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 19, 2023 after 8:30 pm a door to door sales person named **** came and spent over 2 hours trying to sell us a Vivint Home Security System. After telling me he would give me a 30 day trial wherein I could cancel anytime within that time if I didn't absolutely love the system (but he wasn't worried because he knew I would love it); AND a whole year free of monitoring, I relented and agreed to at least try the system. After he left he insisted his technician HAD to come and install at least part of the system. I didn't want him to as it was already past 11 and I had my wife with a migraine and 2 teenage daughters sleeping. But the technician came anyway and took about 45 minutes installing part of the system. He came back Monday the 21st to finish the installation. Immediately after he left the driveway camera went offline. I tried calling him, his name is ****, and **** because I didn't know who I was supposed to contact. Neither responded back for a couple days. It took till that Friday the 25 for someone to come look at it. And again...as soon as s the tech kept the camera went offline. And again the next day. Finally some tech came again and told us that the camera was wired into the garage door light and that the light had to stay on for the camera to work. I said that was ludicrous and didn't want it that way nor felt that was safe. But nothing was fixed. I have called numerous times trying to cancel my service but they won't cancel it until the sales person tells them that's what he promised. However, it has been 5 days and neither ****, not his manager has answered any calls from Vivint nor responded to any emails. So, they won't believe me not honor the promise given. I talked to one csr for over 30 minutes just to have her pretend she couldn't hear me and disconnect the call. So, they won't cancel my service but the sales representative is avoiding phone calls and emails. I just want my service cancelled and the equipment picked up. That's all.
Business Response
Date: 09/13/2023
September 13, 2023

Better Business Bureau of ****
**** **************************************************************

RE:    Consumer Complaint Case #: 20566503
           Complainant: *************************
           Vivint Account #: ********
           Date of Agreement: 8/19/20234

To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.

On September 11, 2023, Vivint cancelled *************** account and forgave his equipment line of credit. ************** has been fully refunded as well. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.

If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:09/06/2023
Type:Billing Issues
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 March 1st, 2023, I ordered a security system from Vivint. The company overcharged me for equipement in starter kit and for items I don't have and have to date, refused to credit back those charges. On top of all else, even though they over-charged me, when I did not pay them anymore money, they deactivated my services, have refused to call me back and are holding me responsible for an amount that I don't owe them....this practice is clearly egregious and I am truly disappointed and appalled that any company would expect you to pay for something you don't have or to think it's okay to double-charge you for any item or service.
Business Response
Date: 09/13/2023
September 11, 2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:   Consumer Complaint Case #: ********
          Complainant: ******** ********
          Vivint Account #: *******
          Date of Agreement: 3/3/23

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 charged her for equipment that should have been free and continued to overcharge her. She claims that she refused to continue paying until the billing was corrected.

Vivint agrees to cancel Ms. ********’s account and loan and provide a refund, once the equipment has been removed from her home.

Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement (Agreement) on 3/3/23 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ******** purchased equipment and that the cost for the equipment that was included as part of the package she purchased was $0.0.

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 to schedule a technician to remove the equipment from her home or if she has any further questions or concerns.

If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,
Vivint Legal
Customer Answer
Date: 09/15/2023

Complaint: ********

I am rejecting this response because I want to make sure the below is included in the resolution offer:
1. I would like clarity of this statement from vivint (Vivint’s records indicate that Ms. ******** purchased equipment and that the cost for the equipment that was included as part of the package she purchased was $0.0.- because to be clear, I purchased equipment and was charged for equipment included in the starter kit and for equipment that I don't have. i purchased 5 outdoor cameras, a spotlight, a starter kit, 9 additional window/door sensors, i additional water monitor, 2 motion detectors, a smart lock and 1 doorbell camera. I need to know what $0.00 represents.
2. I contacted Ms. ******* and agreed for a pickup for after 9/16/2023 (as my son is getting married on that day)
3. I also received confirmation via email from Ms. ******* that my account was sent to collections and once Vivint retrieves the equipment, my account will be removed from collections).
4. I would like written confirmation that all monies paid to Vivint for all equipment and service, inclusive of the loan payments to Fortiva...will be refunded and I would like a time frame, i.e. 7 business days) to be noted on
when I can expect my full refund.
5. I would like these terms included with this resolution offer.

Sincerely,

******** ********
Business Response
Date: 09/25/2023
September 25, 2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint Case #: ********
           Complainant: ******** ********
           Vivint Account #: *******
           Date of Agreement: 3/3/23

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.

Ms. ********’s account will be removed from the collection agency once the equipment has been removed from her home. Her account was already canceled due to nonpayment, and it will remain closed. A refund for payments made to Vivint will be refunded and Vivint will forgive Ms. ********’s Fortiva equipment loan. Fortiva will refund any payment made by Ms. ******** within 30 days after loan forgiveness. Ms. ******** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,
Vivint Legal
Customer 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:09/06/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
In March of '22 I bought a house that had a Vivint panel on the wall and a camera outside my front door. I called to find out how it worked. The person said the previous owner had left all the Vivint equipment set up and ready for me to use and encouraged me to activate it. I asked him how he knew everything was set up and ready to use and he said he could "see on his end" that I had all the necessary equipment on my doors and windows and all I had to do was activate the system and have a technician walk me through how to use the panel and I would be "all set." I asked if I signed up and decided I didn't want it would I be able to cancel and he said, "No, once you sign up you are locked in for a year." Since I'm older and Memphis is dangerous I decided to sign up and once my credit card was processed a tech got on the phone with me to show me how to use the panel but at some point several alarms started going off with indications that windows were not properly activated. I asked what that meant and the guy said it was probably just the window equipment needing a battery and he transferred me to someone who was supposed to tell me how to put a new battery in them but the person he transferred me to was a woman who worked in billing who knew nothing about batteries. At this point I was still moving boxes into my house and didn't have time to deal with the nonsense so I just disabled the alarms and told myself I'd deal with it later and I proceeded to ignore the whole thing and not use the system at all. When a year was almost up I called to cancel and said why and they sent a tech to my house who told me there was not even a sensor on my front door. He put one on for me but the whole thing has been a scam and I just want an adjustment, a partial refund and TO CANCEL. There is absolutely no way to cancel. These people will NOT let you cancel on the phone and when you try they tell you have to submit in writing and THEN you have to wait 30 days. I have done everything.
Business Response
Date: 09/11/2023
September 11, 2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:   Consumer Complaint Case #: ********
         Complainant: ****** ******
          Vivint Account #: *******
          Date of Agreement: March 18, 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 that she moved into a home
that had a Vivint system that just needed to be activated. Ms. ****** states
that she decided to move forward with activation and was told she would be in a
one-year contract. Ms. ****** states that a year later she attempted to cancel,
however, was informed to send in a written notice of cancellation, then it
would take 30 days to complete the cancellation. Ms. ****** desires the account
to be cancelled and to receive a partial refund.

A Vivint representative has attempted to reach out to Ms. ******
regarding this matter via email. After reviewing the account, Vivint agrees to cancel
the monitoring service agreement effective September 5, 2023, when the notice
of cancellation was received and refund any payments made directly to Vivint
from that date forward.

Vivint’s records indicate that Ms. ****** signed a Purchase and
Services Agreement (“Agreement”) on March 18, 2022. Ms. ****** called Vivint on
February 21, 2023, to cancel as she does not like the service. Vivint’s representative provided a save offer,
however, Ms. ****** said she would think about it and call back. September 5,
2023, Ms. ****** called to cancel. Mr. ******
was provided with cancellation information.
Vivint received Ms. ******’s written notice of cancellation.

To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,

Vivint Legal
Customer Answer
Date: 09/12/2023

Complaint: ********

I am rejecting this response because:
The first time I called to cancel I did NOT receive a save offer. The only offer I received was an offer regarding EQUIPMENT that I would need to PURCHASE. Since the original person who LIED and SOLD me the service knowing full well I did NOT have the necessary equipment had already taken advantage of me and since it was impossible to just get the person I was talking to on the phone to actually cancel the service I accepted his offer to send a tech to my house at no charge because I wanted to understand what kind of equipment I would need to make the system actually function. When the tech arrived and I found out I didn't even have a sensor on my FRONT DOOR and that I would need to purchase equipment for the entire house I knew it would be more than I could afford regardless of any discount. It is true that I signed up for year and before the year ended I called to cancel to MAKE SURE my contract would not be AUTO RENEWED on the year date (because that seemed like the slimy kind of thing this company would do...) I was talked out of canceling on that call. However, given the FACT that I paid a deposit AND paid for OVER a year of service for something that NEVER worked, I believe a FAIR agreement would be for Vivint to refund me for the months I paid for AFTER the one year of my contract ended.

Sincerely,

****** ******
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: March 18, 2022

To Whom It May Concern:

I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.

In her complaint, Mr. ****** states that she signed up for a
1-year term. Ms. ****** states that she attempted to cancel on several
occasions, however, she was provided with several offers that were accepted. Ms.
****** states that the equipment never worked. Ms. ****** desires to be
refunded the deposit and all payments made after the first year.

A Vivint representative has attempted to reach out to Ms. ****** regarding
this matter via email. After reviewing the account, Vivint has cancelled the
monitoring service agreement effective September 5, 2023, when the written
notice of cancellation was received. A refund in the amount of $23.34 was
processed on September 13, 2023, back to the original payment method. September 18, 2023, a refund in the amount of
$50.00 was processed back to the original payment method for the deposit made.

Vivint’s records indicate that Ms. ****** signed a Purchase and
Services Agreement (“Agreement”) on March 18, 2022. Ms. ****** called Vivint on
February 21, 2023, to cancel as she does not like the service. Vivint’s representative provided a save
offer, however, Ms. ****** said she would think about it and call back.
September 5, 2023, Ms. ****** called to cancel.
Mr. ****** was provided with cancellation information. Vivint received Ms. ******’s written notice
of cancellation. September 13, 2023, the cancellation was completed, and an
email was sent to Ms. ******, stating her account was cancelled, she had no
further obligation to Vivint, and a refund in the amount of $23.34 was
processed back to the original payment method. September 18, 2023, Vivint’s
representative received an email regarding a $50 deposit that was made;
requesting that deposit to be refunded.
Vivint processed a refund in the amount of $50.00 back to the original
payment method.

To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:09/06/2023
Type:Billing Issues
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.
Last month, August 2023 I called Vivint to cancel my service on 2 separate accounts. Both accounts are well past the agreed upon 3 year contracts. After being on the phone for over an hour on and off of hold I was disconnected. I called back and after another hour I got someone to help me. I sent the required information to Vivint to request cancelation. A week later my request was denied. After contacting them once again I was told I couldn't cancel because my loan for thier overpriced equipment wasn't paid off. This credit acount for the equipment is with a totally separate corporation and a totally different payment that has nothing to do with what I owe to Vivint and I surley wasn't informed upon purchase that I would have to pay off the equipment to cancel my service. Not only that, they couldn't even find one of the accounts I'm being billed for and told me there is no way for them to stop the payment from being taken from my bank account. ********************** is pushy, unprofessional and unhelpful and blatantly untruthful with customers. I have never made a complaint about a business before but I have no other recourse at this time.
Business Response
Date: 09/13/2023
September 12, 2023

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE:    Consumer Complaint Case #: 20565062
           Complainant: ************************;
           Vivint Account #: *******
           Date of Agreement: 4/9/22

To Whom It May *********************** have reviewed the information provided by **************************** and appreciate the opportunity to respond.

A Vivint representative has reached out to ****************, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel both of Mr. ******* accounts. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.

If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,
Vivint Legal
Customer 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. As long as Vivint follows through with the cancelation of the accounts mentioned.

Sincerely,

*************************
Initial Complaint
Date:09/06/2023
Type:Service or Repair Issues
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.
We purchased our Vivint system and had it installed in or around 2021. From the start, the front door's camera goes offline consistently - in fact, it is offline right now as of September 6, 2023. I have reported this issue multiple times to Vivint starting in 2021 until today's date. Before they'll send a technician to our home, they require troubleshooting via the telephone. This has occurred several times, with the camera only working for a short period of time before going offline again. After reporting that the camera still isn't working after troubleshooting, Vivint has sent technicians out to our home to allegedly fix the camera. This has happened on at least three (3) occasions. I've never had to pay for a technician to come to our home. On September 3 or 4, I called Vivint because our camera is offline AGAIN. I spoke with a customer representative who "troubleshooted" the issue and got the camera working. Today, the camera is offline AGAIN. I called back and asked that they send out a technician and was told that I'd have to pay $100 to have a technician come out to check my system or purchase some type of plan. This is ridiculous. We are an elderly couple and cannot afford to pay $100 to have a company fix a camera that consistently doesn't work. Vivint has notes of each call and needs to fix our system or install a new one.
Business Response
Date: 09/12/2023
September 12, 2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:   Consumer Complaint Case #: ********
         Complainant: **** *******
          Vivint Account #: *******
          Date of Agreement: July 29, 2021

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 has had constant
issues with her doorbell camera dropping offline since installation. Ms.
******* states that she used to get a Smart Home Professional free of charge,
now, Vivint wants to charge $100 to have a Smart Home Professional out. Ms.
******* desires the camera to be fixed or replaced at no charge.

A Vivint representative has attempted to reach out to Ms. *******
regarding this matter via email. After reviewing the account, Vivint agrees to
schedule a Smart Home Professional to either fix the issue with the doorbell camera
or replace it with same/like equipment at no cost if deemed necessary.

Vivint’s records indicate that Ms. ******* signed a Purchase and
Services Agreement (“Agreement”) on July 29, 2021. Ms. ******* called Vivint on
May 20, 2022, due to the doorbell camera dropping offline. Troubleshooting was completed,
which resolved the issue, Ms. ******* was advised to call back if the issue
continues. May 31, 2022, Ms. ******* called due to the recurring issue with the
doorbell camera dropping offline. July 5, 2022, a Vivint Smart Home
Professional replaced the doorbell camera. October 5, 2023, Ms. ******* called
saying her doorbell camera does not work most of the time. On October 7, 202, a
Vivint Smart Home Professional was out, he reset the panel and cameras, all
issues resolved at that time. September 6, 2023, Ms. ******* called due to her
doorbell camera dropping offline. Ms. ******* requested someone scheduled to
fix the issue, however, did not want to pay for the trip fee. September 12,
2023, Vivint’s representative sent an email to Ms. ******* with appointments to
select from to have a Smart Home Professional scheduled.

To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,

Vivint Legal

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