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.
- 2,966 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:09/05/2023
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.
In April 2023 there was an unsuccessful takeover after my divorce where I have left the home and thought it would be nice to allow my now, ex wife to take over the account. We both sat down and called Vivint together where we provided her credit card and her info for the takeover. We were told that we would receive a call within 2-5 business days for confirmation and that the takeover would be official. We never received the call. We have consistently called back to confirm and we have been repeatedly told the same thing that they wails call us. We are now in September and the account is still open under my name and I have been being charged since then. I have been told that my wife's account has finally been opened but we still have an account open under my name and I have been paying for a service to an address that I haven't been living at. The technical department that actually does the takeover has no external phone number so I'm just calling every week and consistently told the sesame thing which is to wait for their phone call. I am owed a refund for the months April thru September and no one should have to go thru. All the time and energy that I had spent to try and cancel and receive my refund are being unnoticed or respected. I have asked some of the representatives to read the notes under my account and a lot of them are not leaving detailed accurate notes on my account adding to the confusion and taking away from my credibility. I would like a refund and my account fully closed with confirmation.
Business Response
Date: 09/11/2023
September 11, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20558722
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: February 24, 2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that in April of 2023 there was an unsuccessful takeover after his divorce. He states his ex-wife was to take over the account. **************** states they both contacted Vivint and provided her credit card and information for the takeover. He states they were told they would receive a call within 2-5 days to confirm the takeover was successful. **************** states he never received that call. He states they have called back several times to confirm the takeover. **************** states the account is still open in his name and he is still being charged. He states his wifes account has been opened but the account remains open under his name. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers to cancel the account effective April 18, 2023 and to provide a refund from that date forward.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on February 24, 2017. Records show on April 18, 2023 **************** requested that cancellation of his account due to a divorce, he was looking to place the account under his wifes name. July 25, 2023 **************** called Vivint to follow up on the account transfer. Notes show **************** was educated that the loan needed to be paid in full in order for the transfer to take place. September 5, 2023 **************** reported that he went through the takeover process and that he was still being billed. **************** requested that his account be cancelled and a refund provided.
With the provided information Vivint offers to cancel the account and provide a refund as listed in the above resolution. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date: 5/10/22 a sale person came to my home, and really sold the service which i did need. however, after the fact i feel really bamboozled by him. I was told i was not going to have to put any money down, this was not going to affect my credit or my score, and i would have a monthly payment of around $60-$80 each month which was fine. Come to find out that a line of credit of $4000 was opened under my name which i was not aware of until it was too late. I moved addresses and wanted the equipment removed from the old address for safe keeping until i was again in a place where i needed it. I also wanted to cancel the service as i was no longer using it. I was told by a rep that I was going to have to pay $4k in order to cancel the service i was not using, they would not send anyone out to remove the technology from the home until that money was paid. so the technology i am paying for is at a home i no longer live in and cannot get my hands on all because vivint wont send anyone out to remove it which i was told when i bought the service they would do. going back on their word on so many "promises". im pretty upset about the way it was handled by Vivint. They are still charging me upwards $130 a month for this service that i can, at this time no longer afford, and am not utilizing.Business Response
Date: 09/12/2023
September 12, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20558443
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: 5/10/22
To Whom It May *********************** have reviewed the information provided by ****************************************************** and appreciate the opportunity to respond.
In her complaint, ****************** states that a sales rep sold her the service, which she needed, but she feels bamboozled by him. She was told there would be no money down, that it would not affect her credit score, that she would have a monthly payment of $60-$80 a month, which she agreed with. She later found out that a line of credit was opened in her name. She moved and wanted the equipment removed until she needed it again. She requested to cancel and was told she would have to pay $4k to cancel. The equipment is in a house she does not live in, and she cannot afford the $130 monthly payment.
Vivint agrees to cancel Ms. ******** account without penalty and forgive the remaining 48 months of her Agreement. She will remain responsible for the equipment loan but will have no further obligation to Vivint.
Vivint's records indicate that Ms. ************* signed a Purchase and Services Agreement (Agreement) (attached) on 5/10/22 with an initial term of sixty (60) months with a monthly monitoring fee of $60.06 and an equipment fee of $3801.00, which states that if she fulfills her obligation to pay all amounts owing for the purchase of any equipment, then she may terminated her Agreement without penalty or early termination fee with 30 days prior written notice. Vivints records indicate that ****************** participated in an audio and video recorded survey in which She was told and which she answered that she understood that she was approved for a Fortiva line of credit and that she had been provided with the Fortiva terms and conditions (attached). Vivint relied on ********************** representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Vivint's records indicate that ****************** called once and chatted twice on 5/14/22 regarding an issue with her camera clips and requested 24-hour recording. Vivint's records indicate that ****************** called on 8/6/22 regarding the doorbell camera being offline. It was found that the camera had become unplugged and worked once it was plugged back in. Vivint's records indicate that ****************** called on 5/9/23 to request cancellation because she did not use it and it was too expensive. The Vivint representative offered to lower her monthly bill, which she declined. Vivint's records indicate that she was told that she may cancel her service without penalty once she fulfilled her obligation to pay all amounts owing for the equipment as it is outlined in her Agreement. Vivint's records do not indicate that moving or uninstalling the equipment was discussed.
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:09/05/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date everything started
7/12/23
According to Vivint and citizens pay I owe 4,000 and so far I am being charge every month 123.85 to pay off the 4,000.
They committed to setting up 15 home security equipments; 2 outdoor cameras
Play back DVR
Spotlight pro
Smoke and CO D
Smart garage door con
6 smart sensors
4 Vivint window stick
Doorbell camera
Yard sign
And out of all those things they just put up the play back dvr (panel) 3 smart sensors and a doorbell.
After sever attempts of contacting the sales person (Saxon) I was going to cancel everything the second day he ignored my messages which I was told I had a 7 day trial.
Then I called the canceling department and they told me my trial was over and I couldn’t cancel anymore because I had a “3 day trial” and if I wanted to end the contract I had to pay for all the equipment. That’s when I told them that the technician never came back to set up the rest of the equipment like he had mentioned he would.
So they told me that the technician had wrote in his notes that he had set everything up. I told them that was not true that he had only set up 3 things they told me they would send a technician over to confirm everything I was saying was true and if it was they would remove all the other equipment they were charging me with that I don’t have in my possession.
Well the technician ended up not showing up and they never notified me! Wasting my time and energy. This happened I believe 2-3 times.
So then I called to see what’s going on, why they keep canceling on me and not helping me resolve this problem that they created and they just hang up on me. So I can’t reach anyone to help me out because they hang up on me or make excuses that my trial is over when it’s their fault because they keep elongating the situation to keep robbing me money and not keep their word.
They also said they wouldn’t charge me the 400 initial fee which they did $224.25 and the two month free of charge. Which I wouldn’t have to pay until Nov.Business Response
Date: 09/07/2023
September 7, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: ********
Date of Agreement: July 12, 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 schedule a Smart Home Professional to remove the equipment. Once
removed, Vivint will proceed with full cancellation of the monitoring service
agreement, a full refund of the equipment line of credit, and refund all
payments made directly to Vivint. 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:09/05/2023
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.
T hey sale u one ************ for more than they agree to so i closed my acct. n they reported me to credit reports Exp. Equ. *******. this fraudulent charges need to be removed from credit report **Business Response
Date: 09/11/2023
September 11, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20557448
Complainant: *******************
Vivint Account #: *******
Date of Agreement: July 12, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he was billed for more than what he agreed to, so he cancelled his account. ************** states that he was reported to the credit bureaus. ************** desires a correction to his credit report.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, ********************** stands by the decision to leave the account in collections. ************** will need to work with the collection agency.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on July 12, 2023, agreeing to pay $49.00 plus tax for the monitoring service agreement. Vivints records indicate that ************* signed a Vivint Retail Installment Contract (RIC) on July 12, 2023,agreeing to pay Vivint $20.48 per month for the equipment received. Mr. ****** monthly payment to Vivint totaled $74.59 including tax. The last payment received from ************** was October 12,2018; the account was written off for non-payment on March 28, 2019. ************** called Vivint on June 12, 2019, to reinstate the account, however, the account was never reinstated. September 2, 2023, ************** called due to the status of the account. He was advised the account was now with collections, he was provided with the contact information for the collection agency. September 5,2023, ************** called to get the phone number for the collection agency and to get an email stating that his account was cancelled.
To resolve this matter, Vivint stands by its decision as stated above.************** may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/05/2023
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.
Me and my wife purchased Vivint two and half years ago. This was one of the worst purchases I've ever made in my life. The system doesn't work more often that it does work. Me and my wife tried cancelling and returning the equipment a few months after we got it, but they told us we would have to pay over $2000 for us to get out of our contract. We have tried suffering through it for two years, but recently it got worse. We rejected their technical support membership of $20 a month and things stopped working. One we got the equipment their selling point between them and RING was that Vivint has technical support. Now, they want to make you pay monthly for it. My panel stopped working so we are no longer able to access our cameras from our phones. It cannot access our internet because we downgraded below 5G. No one told me 2 years ago that "You must maintain 5G internet to use our services". I was never told of any such requirements. I would really like to just return my equipment, get out from under the foot of Vivint and get something cheaper and that probably works better.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: 2/25/22
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* ********* and appreciate the opportunity to respond.
In his complaint, Mr. ********* states that he purchased Vivint 2.5 years ago. He claims the system doesn’t work more often than it does work. They tried canceling and returning the equipment but were told they had to pay $2000 to get out of the contract. The panel stopped working so they do not have access to cameras from their phone. It doesn’t work with the Wi-Fi because they downgraded to below 5g.
Vivint agrees to send a free tech to check Mr. *********’s system, fix issues or replace faulty equipment. If Mr. ********* wishes to purchase the Vivint Protection Plan, Vivint offers to give it to him at a discounted rate.
Vivint’s records indicate that Mr. ********* signed a Purchase and Services Agreement (Agreement) on 2/25/22with an initial term of sixty (60) months which states that "for a period of 5 years (the length of his contract) so long as Vivint is 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.” Vivint offers free 24-hour tech support via chat or phone call.
A representative from Vivint has reached out to Mr. ********* in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. ********* may contact Vivint’s representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/05/2023
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.
Hello, I am attempting to resolve an issue with Vivint. I have attempted to contact customer service without resolution. We purchased Vivint Smart Home products in 2021 via a line of credit with Citizens. We moved from the original address of ************************************************************** in July 2022 and froze the services until we moved into our new home. In April 2023 I contacted about transferring the services into the new owners name and was informed we were unable to because the line of credit was open. In order to do so, we would have to pay the loan off. I understood and informed the representative we will wait to move it to our location. Last week we were informed the new owners of ***************** had taken possession of the system and had an account in their own name. Which I previously was informed was not possible. After speaking with numerous customer service representatives, they told us we would have to get new equipment (and pay for them). Because Vivint allowed the new owners of the property to set up the Vivint in their name they are under the impression our equipment is theirs and we do not have access to the property to get it. Long story short I am still paying for equipment that I do not have access to because Vivint let a third party create a n account in their name.Business Response
Date: 09/11/2023
September 11, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20556919
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: 12/17/21
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************** states that she installed in 2021. She moved 7/2022 and froze the service until she was in the new home. She contacted Vivint about transferring the service to the new owner on 4/2023 but was told that the loan would have to be paid off to do so. She decided to wait and move it to her new home when the home was ready. She was just informed that the new owner began service using her equipment (that she left in the home when she moved 13 months ago). She believes that Vivint let someone create an account with her equipment and expects her to still pay for the equipment that the new owner is using.
************** wishes to have Vivint install all new equipment in her new home for free. She would be willing to continue paying the original loan for the equipment she chose to leave behind in her old home when she moved in July of 2022.
Vivint agrees to either forgive the original loan if ************** agrees to a new loan for a new system for her new home OR Vivint agrees to forgive the remaining 52 months of her contract and ************** will remain responsible for the equipment.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on DATE with an initial term of sixty (60) months and an equipment fee of $3801.00 which was purchased with financing through Citizens which states that if she fulfills her obligation to pay all amounts owing for the purchase of any equipment, then she may terminated her Agreement without penalty or early termination fee with 30 days prior written notice. Vivint relied on Ms. ***** representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Vivints records indicate that ************** deferred her billing for 12 months on 7/28/22 which extended her agreement by those 12 months. Vivints records indicate that ************** called on 8/23/22 regarding the cancellation of her service. She was reminded that the loan needs to be paid to cancel her Agreement early without an early termination fee. Vivints records indicate that ************** called 4/12/23 to say that the tenants want to take over the account. She stated that she would pay off the equipment and cancel the account.
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:09/05/2023
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 July 29 I was promised that if I sign up for Vivint security I would get my balance with *** paid off and i would get 3 months free service with Vivint. Afan set up my account wrong and I had to work with the customer loyalty department to fix my account. Afan failed to be responsive when I reached out to him for assistance. Abdullah assured me that he would take control of my account and get everything fixed and get me the $2400 for my *** balance. I sent both Afan and Andullah my *** bill and both promised to get it paid. They even informed me that it was paid and a check should be coming in the mail. I told Abdullah that I would like to pause on the solar panels until I have received all the promises that he and Afan made in order for me to sign up with them. He agreed. However, now I am being told that Vivint will not pay off my *** bill. And that they would only pay $1800 since I wont sign up for the solar panel. Abdullah stated that once I sign up for the solar I will get the remaining promised money. I am requesting that *** be paid in full or Vivint cancel my account, have a tech come out and remove Vivint cameras and replace my original cameras, all free of charge due to the inconvenience, unprofessionalism and the blatant lies. I have attachments of my communication with both Afan and Abdullah. There is no way I would have signed up for Vivint with a $2500 balance with ***. Afan ###-###-#### Abdullah ###-###-####Business Response
Date: 09/07/2023
September 7, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ******
Vivint Account #: ********
Date of Agreement: July 29, 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 schedule a Smart Home Professional to remove the equipment. Once
removed, Vivint will proceed with full cancellation of the monitoring service
agreement, a full refund of the equipment line of credit, and refund all
payments made directly to Vivint. 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:09/05/2023
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.
MY DAUGHTER GOT ALARMED INSTALL BY THESE PEOPLE AND THEY LIED AND WANT US TO PAY A LOT OF MONEYY AND WE DID NOT AGREE TO IT. THE COMPANY MADE A MISTAKE AND WE HAVE TO PAY FOR IT. I AM A DISABLED VETERAN ON A FIXED INCOMED AND MY DAUGHTER DID THIS TO HELP ME FOR MY SAFETY AND SECURIY AND HEALTH REASON. BUSINESSES LIKE THESE SCAM OLD PEOPLEBusiness Response
Date: 09/08/2023
September 8, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ******/*******
********
Vivint Account #: ********
Date of Agreement: July 28, 2023
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
Ms. ********, the contract signer, and a resolution has been agreed upon. At
this time, Vivint has agreed to schedule a Smart Home Professional to remove
the equipment. Once removed, Vivint will proceed with a full cancellation of the
monitoring service agreement, a full refund of the equipment line of credit,
and a refund of all payments made directly to Vivint. 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: 09/08/2023
Complaint: ********
I am rejecting this response because: SEE ADDITIONAL CLAIM FILED BY ******* ****** THE ACCOUNT HOLDER THAT WAS DEFRAUDED BY A VIVINT FIELD/SALES AGENT. VIVNT OBVIOUSLY HAS A HISTORY OF THIESE EXACT SAME BUSINESS PRACTICES.
Sincerely,
********* ******Initial Complaint
Date:09/05/2023
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 talked to Miguel C****** on 8-25 to cancel my system. I explained that the previous rep assured my system upgrade would be broken up into monthly payments. He talked to me for over 1.5 hours and said if I stayed with Vivint he would have everything placed in the system correct. I woke up this morning with an alert from Wells Fargo where Vivint took 1969.31 out of my checking account. I am currently on the phone again with Miguel C****** who keeps putting me on hold and is checking the same information over and over again. I have the email and a screenshot of my bank account. This is horrible and this company should not be allowed to do this!!Business Response
Date: 09/11/2023
September 1162023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: 6/23/16
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 honored the promise to put the equipment on a 5-month payment plan.Vivint has also given Ms. ********* 2 free months of monitoring. 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:09/05/2023
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 was contacted by a Vivint Sales rep. named Alana because I am an existing Vivint customer I used my $250 referral to have an alarm installed at my dad's apartment on Friday, August 25, 2023, preparing to move in the next day. I advised the Vivint representative that I had paid off first and closed my Fortiva retail account, which was tied to my Vivint equipment purchase. The representative requested. I remove my credit freeze so that she could process the order on my Fortiva account. After it was processed, she notified me that I could put the freeze back on my credit and we were good to go and at that time she scheduled the installation.
I have been going back-and-forth over a month now with Vivint Alarm system with this issue . Vivint is not willing to take responsibility for their lying ass sales representatives in the field. This is the second time, and I speak from personal experience and my own equipment purchase. I contacted Fortiva they told me that account could not be reopened, and Vivint would have to go through the proper channels of submitting the application for financing which I was told was already done. Why would you install equipment if you had no way of it being paid for. The only option for me. I contacted Vivint to have them cancel the equipment at my dad’s apartment and come complete an install. The representative told me I would be charged astronomical fees for canceling the contract when in fact, I would’ve never entered into this contract. Had the Vivint representative in the field, been totally transparent and forthcoming Instead of interested in just making another buck for Vivint, I am requesting either Vivint eat the cost of the equipment and allow service to be continued or they can come and complete the uninstall and they will eat those fees. This was a Vivint ERROR NOT A CONSUMER ERROR. Businesses LIE to consumers and get away with it and continue to make money off the backs of hard-working people that keep them in business.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 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 sent Ms. ******** a label to return the equipment to Vivint. Once returned, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund of the equipment line of credit, and a refund of all payments made directly to Vivint. 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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.