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

8,361 total complaints in the last 3 years.
2,971 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:09/05/2023
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 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
Initial Complaint
Date:09/01/2023
Type:Order 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 purchased services with vivint smart home and they scammed me. This company is a scam and they are not transparent about their contract! They did not tell me that they were financing me the equipment, they just said I would have to pay for services and can cancel at any time, until I was slammed with their financing bills... Their equipment is terrible and I was unsatisfied with their services as well. But they would not not let me cancel...I barely used their services for 1 month before I realized it was a scam and they dragged me a long for weeks when I called to cancel. I would like a full refund, this company is a scam.
Business Response
Date: 09/08/2023
September 8, 2023

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

RE: Consumer Complaint Case #: 20554901
Complainant: *******************************
Vivint Account #: ******
Date of Agreement: August 29, 2022

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

In her complaint, ********************** explains that she was scammed into purchasing Vivints services and the contract was not transparent. She further explains that she was not told she was financing her equipment and she contacted Vivint to cancel but they would not let her cancel. ********************** desires a refund.

A legal representative from Vivint has attempted to contact ********************** via email and phone to resolve his concerns.

Vivints records show that ********************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $29.99, and total equipment fee of $3,068.59 that was financed through Citizens Pay, plus applicable taxes during that term. Vivint relied on Ms. ********** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.

********************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal

Customer Answer
Date: 10/24/2023
Thank you for reaching out to me. I spoke to one of your case members over the phone today and she said that all she can do is cancel my services from vivint, and that I would not be reimbursed or forgiven for financing the equipment.

I kindly ask you to reconsider my case, I did not know that I was gonna be responsible for financing the equipment. I was pressured by the sales representative to sign a bunch of different forms that I did not thoroughly read since he rushed me in order to install my equipment. I signed all of the forms while he was with me and did not go over them after he left because I trusted that I was only responsible for monthly payments through vivint which included the full package, and that I was eligible to cancel them anytime because he told me so. He rushed and pressured me to sign the forms and did not even properly install my front door lock and put my safety in danger. This person was fired from vivint due to his lack of training and I am suffering the consequences. I kindly ask you to please go over my case and help me resolve this situation.

Sincerely,
Yousra
Business Response
Date: 10/26/2023
October 26, 2023

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

RE: Consumer Complaint Case #: 20554901
Complainant: *******************************
Vivint Account #: ******
Date of Agreement: August 29, 2022

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

A legal representative from Vivint recently contacted ********************** via phone to resolve her concerns.

In an effort to assist, Vivint agrees to cancel Ms. ********** Agreement however, she is still responsible for his equipment loan.

Vivints records show that ********************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $29.99, and total equipment fee of $3,068.59 that was financed through Citizens Pay, plus applicable taxes during that term. Vivint relied on Ms. ********** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.

Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining months on her contract. ********************** has no further obligations to Vivint, however, she is still responsible for the cost of her equipment.

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: 10/27/2023

Complaint: 20554901

I am rejecting this response because:

After speaking to the Vivint legal representatives on 10/23/23 she offered me no other resolution other than canceling my Vivint services (which would become canceled anyway if my equipment was reimbursed). It was clear to me that the Vivint's legal representative had Vivint's best interest at heart since after ending our phone conversation she discouraged me from ************* out to BBB regarding this issue since she made her "final decision" on my case (please refer to the recorded phone conversation).

The technician/sale representative who originally set up my equipment, pressured and tricked me into signing a bunch of different forms that I did not have anytime to thoroughly read since he rushed me in order to install my equipment. I signed all of the forms while he was with me in my home, I did not go over them after he left since I trusted that I was only responsible for the monthly payments through Vivint which included the full package, and that I was eligible to cancel them at anytime because he told me so. He rushed and pressured me into signing the forms and did not even properly install my front door lock and put my safety in danger. This person was FIRED from Vivint due to his lack of training and I am suffering the consequences.

I do not want to be held responsible for financing the equipment when I signed under duress, and I would like BBB to help me resolve this issue please.

Sincerely,
*******************************
Business Response
Date: 11/01/2023
November 1, 2023

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

RE: Consumer Complaint Case #: 20554901
Complainant: *******************************
Vivint Account #: ******
Date of Agreement: August 29, 2022

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

Vivint stands by its previous resolution.

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:09/01/2023
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.
When they came to install, they told me that moving the equipment would be easy. They also informed me that it would cost me nothing to move it all of that is a lie. I have in fact moved. Cannot take the equipment. Because I cannot get it down and with moving expenses. I cannot afford to pay them to move me..... I am paying for equipment that I have no access to the prior residence that I was at. They ruined the property with installation..... They ran wires from the outside into the middle of my living room into the middle of my kitchen and into my living room from one wall to the other now. Due to that I cannot get my security deposit .... Not to mention when they installed, not only the they draw holes into the siding To run lawyers inside but they also calked the siding... They run the residence. I previously stayed in not to mention. I had a burglary, nobody came to show up. When the alarm went off nobody contacted me again cost me more money... They run the residence I previously stayed in not to mention I had a burglary nobody came to show up when the alarm went off. Nobody contacted me again cost me more money. When you bring these things up to customer service, they do nothing about it. They do nothing to help me and last. I decide to pay them more money because $2000. Apparently is in enough and **** security deposit i lost is not enough... and the robbery that was NOT DETECTED OR SECURED ...vivint works apparently when it wants too so again I'm out of money this system has costed me almost ****** and NOBODY AT VIVNT CARES!!! this is the worst security system I have ever used ..and to think they took me from another company promising me tje world and they are no good *** will not go get equipment will not credit me or take system back I've paid almost 2 years and being a customer clearly means nothing to them... I do kot recommend!
Business Response
Date: 09/06/2023
September 6, 2023

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

RE:    Consumer Complaint Case #: 20554846
           Complainant: *********************************
           Vivint Account #: *******
           Date of Agreement: June 25, 2022

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 the remainder of the monitoring service agreement and to forgive the remaining balance on the equipment line of credit. ********************** has no further obligation to Vivint. ********************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Initial Complaint
Date:09/01/2023
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 2 issues with Vivnt. Back in 2021, I requested Vivint to transfer my service from ********** to our new location in Missorui but instead they put me under contract again for 2 systems, and still sent the old account to collections. I currently have 2 non-operational systems and in collections for $6,000.00 which has prevented me from purchasing properties. I have also called Vivint on multiple occasions to send a technician out to help repair the systems that are not operational. The doors do not work, the cameras are not fuctioning and I can not remove users or add new users to the system. A technician came out early 2023 an was not able to fix any of the issues. I called back in July, and was then told I had to pay an additional $10.00 a month for the technician service. I called the first week of August for a service call and was scheduled for 8/17/23 and the technician did not show up, then I was give another date of 8/24 and the technician again did not show up. Then I was given another date of 9/24, which then I requested credit for at least 1.5 months and was told they can only do $65. I received another call today to schedule a date for service. I mentioned I was already given a date and the rep said it was not scheduled. I have not had working systems since the beginning of 2023. I do not want to continue to pay Vivint for systems that do not work. The point of paying for secutiry cameras is to actually be able to use them as intended and we have had so many issues with these 2 systems. I would like Vivint to take their systems back, and release from the contract, and also remove me from collections that iscurrently affecting my credit history.
Business Response
Date: 09/08/2023
September 6, 2023

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

RE:   Consumer Complaint Case #: 20554819
          Complainant: **********************;
          Vivint Account #: *******
          Date of Agreement: 1/12/22

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

In her complaint, ************ states that she she requested to have her service moved in 2021. She claims that she has 2 systems in collections. She said that she has called Vivint many times to get someone out to fix the system. She had an appointment for 8/17 but it was rescheduled for 9/24. She wanted a credit for the 1.5 months and was given $65. ************ wishes to cancel her new account without penalty and have her delinquent account removed from the collection agency.

Vivint agrees to remove ************** Vivint account(s) from collections. She remains responsible for the loan(s). Vivint agrees to send a technician out to check the system and to resolve the internet issues. If ************ wishes to cancel, normal cancellation applies pursuant to her Agreement.

Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on 1/12/22 with an initial term of sixty (60) months and an equipment loan for $3,343.98. Vivints records indicate that ************ has had 5 accounts with Vivint. 3 were sent to a collection agency due to 5 11 months of nonpayment. 2 are active. Vivints records indicate that ************ has a technician scheduled for one of her accounts on 9/24/23 to resolve her equipment issues. Vivints records indicate that ************ was compensated $65 for the inconvenience of having to reschedule the appointment on 8/17/23. Vivints records indicate that although ************ is having issues with her cameras, her security system remains fully functional and is being monitored. Vivints records indicate that ************ has not contacted Vivint regarding her other account which does not appear to have any issues.

A representative from Vivint has reached out to ************ in an effort to resolve this matter. Vivint has agreed to the above resolution and ************ may contact Vivints representative directly if she has any further questions or concerns.

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

Sincerely,
Vivint Legal
Customer Answer
Date: 10/13/2023
I would like the account in collections to be removed. I was told by Vivints legal assistant that it would be removed from collections and has not been removed yet.

I will keep the current accounts open. The technician was able to resolve some of the issues I currently have with the 2 systems.
Business Response
Date: 10/19/2023
October 19, 2023

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

RE:   Consumer Complaint Case #: 20554819
          Complainant: **********************;
          Vivint Account #: *******
          Date of Agreement: 1/12/22

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

In her complaint, ************ states that she would like the account that have been reported to collection agencies to be removed from the credit agencies.

Vivint agrees to remove ************** Vivint account(s) from collections. She remains responsible for the loan(s).

Vivints records indicate that ************ has 3 accounts that were sent to credit agencies due to nonpayment. The credit agency has been notified to remove 3 accounts from collections. ************** should reach out to the credit agency if she does not see the change reflected on her credit report within the next 30 days.

A representative from Vivint has reached out to ************ in an effort to resolve this matter. Vivint has agreed to the above resolution and ************ may contact Vivints representative directly if she has any further questions or concerns.

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

Sincerely,
Vivint Legal
Initial Complaint
Date:09/01/2023
Type:Product 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 moved houses in July 2023. I wanted to have my equipment installed June 28th. There was nothing available for that date. The rep I was speaking with on June 21st informed me that there was nothing available for that date and they would need to call me back with a date to install. I received a call a few days later stating that the first available was July 11th. For this appointment, I had to request off of work, of course for the installation. I received a call about July 9th informing me that we needed to reschedule due to a conflict with the technician's schedule. So we rescheduled the installation for the 25th or 26th of July. I received a call on the 21st for another reschedule, August 2nd. I had just found that the week of July 17th, someone else in the neighborhood had Vivint installed... I received an email on July 31st to confirm the appointment for August 2nd, which I did. On August 1st, I received a text from the scheduled technician to confirm the appointment, as well. ON August 2nd, I received a text that the technician was out sick and we had to reschedule. I received a call on the 2nd to ask if I wanted to reschedule. In this time, I requested contact from a supervisor or manager, as this has been going on for way too long. The representative that I spoke with ensured me that a manager would reach out to me. I called back on August 3rd to follow up as I had not heard from anyone. I did accept a reschedule for August 22nd. I followed up with Vivint on August 14th and 21st. On August 21st, I received another text stating that there was scheduling issues. I received a call from them August 24th to ask if I wanted a reschedule, which I denied and mentioned I was still waiting for manager contact. Please see attachments for reference. In all of this time, I have been paying on equipment that has not been installed for months, and my billing for service continued back on June 1st. If this isn't rectified, I will need to get a lawyer.
Business Response
Date: 09/07/2023

9/7/2023

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

RE:    Consumer Complaint Case #: ********
           Complainant: **** *****
           Vivint Account #: *******
           Date of Agreement: 8/26/2020

To Whom It May Concern:

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

A resolution has been agreed upon. At this
time, Vivint has agreed to cancel and refund Mr. ****’s account backdated to
June 1, 2023. Mr. ***** will receive his refunds within 7-10 business days. Vivint
apologizes for any inconvenience this may have caused. 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
Customer Answer
Date: 09/07/2023

Complaint: ********

I am rejecting this response because: that is not the entirety of my complaint. The equipment has not been installed still, and the installation appointment had been pushed back so many times that I do not wish to keep this equipment or any obligations/contract it entails. Please let me know what I need to do to return the equipment and cancel this contractual obligation for equipment Vivint refuses to install for me.

Sincerely,

Ms. **** *****
Business Response
Date: 09/12/2023
9/12/2023

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

RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: 8/26/2020

To Whom It May Concern:

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

Ms. ***** claims that Vivint has not fully addressed her problem, that she still has equipment that has not been installed and she wants to be released from any contract or obligation to Vivint.

A representative has reached out to Ms. ***** via email to ensure that everything is resolved. Vivint has cancelled and refunded Ms. *****’s account backdated to June 1, 2023, as well as her loan with Citizens **** for the equipment. Ms. ***** owns her equipment and may do with it as she pleases. She has no further obligation 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
Initial Complaint
Date:09/01/2023
Type:Customer Service 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 called Vivint and they are refusing to cancel my service. Please cancel my service.
Business Response
Date: 09/06/2023

September 6, 2023

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

RE:    Consumer Complaint Case #: 20554186
           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 Vivint contract and to provide a refund of any payments made directly to Vivint. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Initial Complaint
Date:09/01/2023
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 ordered Vivint security system for our home and business. Unfortunately due to the rural area we live in the system does not work. After several service calls to Vivint they have determined that it is unserviceable and agreed to cancel the account and refund the loan. However, they have not done this, they continue to debit money from
My account, which I have blocked and they are reporting negatively on my credit. Every time I call I get transferred half a dozen times they finally say they will take care of it and nothing happens. This needs to be taken care of as soon as possible and my credit needs to be repaired by the damage they are doing
Business Response
Date: 09/07/2023
9/7/2023

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

RE:    Consumer Complaint Case #: ********
           Complainant: ***** ********
           Vivint Account #: *******
           Date of Agreement: 1/30/2023

To Whom It May Concern:

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

A resolution has been agreed upon. At this
time, Vivint has agreed to cancel and refund Mr. ********’s account and line of
credit. Mr. ******** will receive his refunds within 7-10 business days. 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:09/01/2023
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 cancelled my services and continue to be billed. When I call to speak to someone I am transferred multiple times and no one answers my questions or confirms they will stop billing my cancelled account.
Business Response
Date: 09/08/2023
September 8, 2023

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

RE: Consumer Complaint Case #: 20552836
Complainant: ****************** *****
Vivint Account #: *******
Date of Agreement: June 30, 2017

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

In her complaint, Ms. ***** explains that she cancelled her services and continues to be billed. Ms. ***** desires billing adjustment.

A legal representative from Vivint has attempted to contact Ms. ***** via email and phone to resolve her concerns. Vivint agrees to cancel Ms. ****** account and issue a refund of all payment taken after July 10, 2023, to her checking account ending in ****. Ms. ***** may contact Vivints representative directly if she has any further questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Initial Complaint
Date:09/01/2023
Type:Service or Repair 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.
I have had this service for a month and we have had nothing but problems. We can't seem to get service the cameras disconnect every other day and we are having to disconnect router and connect. Very annoying. We have contacted vivint every other day and finally a month later to tell me they don't work well with spectrum. They could not tell me this before I purchased the equipment.
Business Response
Date: 09/08/2023
September 7 2023

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

RE:   Consumer Complaint Case #: ********
          Complainant: **** *********
          Vivint Account #: ********
          Date of Agreement: 9/16/20

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 your service for a month and has had multiple issues with the panel disconnecting from her internet. She claims that she was told that the system does not work well with her internet provider.

Vivint agrees to give a free month credit for monitoring and to send a free technician to resolve the internet issues.

Vivint’s records indicate that Ms. ********* signed a Purchase and Services Agreement (Agreement) on 9/16/20 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ********* spoke to a Vivint representative on 7/28/23 regarding moving the system. Ms. ********* accepted an offer to have or current loan and Agreement forgiven if she has new equipment installed in her new home with a new loan. Vivint’s records indicate that Ms. ********* signed a Purchase and Services Agreement (Agreement) on 9/16/20 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ********* has contacted Vivint regarding her internet disconnecting from her panel but a technician has not been sent to reslov the issue.

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 Legal
Customer Answer
Date: 09/08/2023

Complaint: ********

I am rejecting this response because:
Yes, I did have service at my old address and never had issues. When I moved to Ben Bolt I started having issues from the start of service. If you look at your records since they are recorded the technician that assisted strictly said I quote" what internet service provider do you currently have and I said Spectrum and he said spectrum has been a known issue with Vivint." Yes I signed a contract because I never had any issues, but then why didn't you all state to me when asked when I first started service at my new location that spectrum was not working well with with Vivint? You all asked what internet service company I have and then you all should have said be aware of spectrum and Vivint.
I will not accept the terms provided due to so many times and complaints since I first started the service at my new location. I called you all several times and you all wanted for me to pay $99 to send a technician and even if that happens spectrum will not work with vivint. So no I do not accept and want my account forgiven and all equipment picked up and returned.
I do believe that BBB needs all documentation and conversation between me and vivint. They are all recorded on their behalf .

Sincerely,

**** *********
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: 9/16/20

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 to send a free technician to address the issues of the panel not staying connected to the panel. Vivint has not been given an opportunity to send a technician to address Ms. *********’s equipment issues. If the equipment issues cannot be resolved, then Vivint will cancel the Agreement.

A representative from Vivint has reached out to Ms. ********* in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ********* may contact Vivint’s representative directly if she has any further questions or concerns.

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

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

Complaint: ********

I am rejecting this response because:
I will be calling as follows but I wish to keep the case open until all is resolved, because the Vivint department did state as on a recorded line that Spectrum as always had issues with Vivint. It should have not taken me to contact BBB to get this issue resolved Vivint should have been courteous enough to handle this outside the BBB. I do feel belittled that they assume I didn't to do my part in understanding and which I did and how I had service before and which I did and know, but this is in a different location.
Thank you

Sincerely,

**** *********

Business Response
Date: 09/21/2023
September 20, 2023

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

RE:   Consumer Complaint Case #: ********
          Complainant: **** *********
          Vivint Account #: ********
          Date of Agreement: 9/16/20

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 to send a free technician to address the issues of the panel not staying connected to the panel.

Vivint has not been given an opportunity to send a technician to address Ms. *********’s equipment issues. If the equipment issues cannot be resolved, then Vivint will cancel the Agreement. Otherwise, normal cancellation applies in accordance with section 4 of her Agreement which states:

"During the 60-month Initial Term, you may terminate this agreement by paying Vivint an early termination fee. The early termination fee is 50% of the fees you would have paid Vivint over the remainder of the Initial Term. This fee is a liquidated damage and not a penalty. This amount is a reasonable estimate of the costs that Vivint incurs to provide you with the System and Services, which it would have recovered had you retained the Services over the entire Initial Term. You are not required to pay an early termination fee, even during the Initial Term, if you pay upfront for the System or if you pay off all loans or retail installment contracts (including any loans with a third-party loan provider) used to purchase the System.”

Vivin’s records indicate that Ms. ********* agreed to a new Agreement and a new system for her new home in order to have her remaining 24 months of her original Agreement and the remainder of her original $4000 loan forgiven. Vivin’s records indicate that Ms. ********* has not given Vivint an opportunity to resolve the issues with her new system. Vivin’s records indicate that Ms. ********* has not allowed a technician to be scheduled to check the panel and resolve the issue.

A representative from Vivint has reached out to Ms. ********* in an effort to resolve this matter. Despite the information above, Vivint has agrees 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 Legal
Customer Answer
Date: 09/22/2023

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.
I will keep all documentation secured and monitor the process as we go along day by day. I will not be responsible for purchasing any other equipment or a router if necessary that would not be an issue on our end. Again this is something between spectrum connection and Vivint. If issue not resolved and our complaint is not acknowledged as described on the agreement that was discussed I will be contacting better business bureau.
Sincerely,

**** *********
Customer Answer
Date: 10/25/2023
So I would like the compliant case reopened due to having the same issues with the company. I have contacted them on several occasions and they want me to pay for a technician to go out to the house but the issue is not on our part. It had to do with their cameras and software. I should not have to pay for anyone to go out when I have been having the same issues since we first received the installation of the cameras. I specifically said I wanted to keep the case open due to them not following as was said. They send someone out there but here we are back to **********. The issue still persists and this time no recordings are being recorded on any visual or signs of anyone going in and out of my property. I have contacted vivint and they have tried everything.
Business Response
Date: 10/30/2023
October 30, 2023

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

RE:   Consumer Complaint Case #: 20552130
          Complainant: ***********************;
          Vivint Account #: ********
          Date of Agreement: 9/16/20

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

Vivint stands by its previous resolution to send a free technician to address the issues of the panel not staying connected to the panel and the issues regarding the cameras not uploading the video clips.

Vivints records indicate that Vivints representative reached out to ********************** on 9/21/23 via phone and email to discuss her issues and schedule a technician. Vivints records indicate that Vivints representative stated in an email to ********************** that the technician would be free and asked her to call or reply to Vivints offer. Vivints records indicate ************************ did not reach out to Vivints representative until 10/17/23 to follow up on this matter. Vivints records indicate that ************************ signed Agreement states During the 120 days after installation, the equipment that was installed or shipped for self-installation, Vivints limited warranty covers the cost of on-site installation or repair services (technicians) to address defects with the Covered equipment. which means all technicians are free for ********************** until after 1/1/24.

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 or if she wishes to schedule the work order for the free technician that Vivints representative opened on 9/7/23.

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: 10/31/2023

Complaint: 20552130

I am rejecting this response because:

My response to ****************** (Legals Department)
Hello ******************,

I understand we all get busy and thank you for responding. It has been frustrating with these monitors. I never had trouble had my house but here at my moms it's been non stop. Not recording, going off all night, delayed.

I don't mind cancelling the agreement, but I would need to make installments. Yes we did get a technician out there to check the system and one of the systems was defective, but now we are not able to get any recording and I have called several times to leave message and asked to get a technician out to the house they said I need to pay. Yes, I contacted you a month later because they were working for about 2 weeks then I had to call. I tried to call your staff first before I contacted you. If you go back and see all the recorded calls and messages you will see I have contacted them on several occasions before October 17, 2023.

Looking forward I will contact you directly if needed too, but at the current time the cameras are not working as they should be and all recordings are not being recorded. We have trouble shooting as told and done as needed as per your department. I don't want to have to pay more for something that is out of our hands. Why would I need a router?, and how much more for ports? My mom can't pay extra because she is under low income to begin with. Just feel all this should have been asked and tested before. I'm sorry it's just hard to understand what is going on, but i do appreciate you contacting me and assisting.

Thank you

Sincerely,

***************************
Business Response
Date: 11/06/2023
November 6, 2023

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

RE:   Consumer Complaint Case #: 20552130
          Complainant: ***********************;
          Vivint Account #: ********
          Date of Agreement: 9/16/20

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

Vivint stands by its previous resolution to send a free technician to address the issues ********************** is having once the ports have been opened on her new

A representative from Vivint has reached out to ********************** in an effort to resolve this matter. Vivint has agreed to the above resolution and is working closely with ********************** towards a fair resolution. ********************** may contact Vivints representative directly if she has any further questions or concerns or if she wishes to schedule the work order for the free technician that Vivints representative opened on 9/7/23.

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: 11/08/2023

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. I will see what Vivint has agreed too and keep in touch with Vivint legals and if nothing is resolved I will be in communication with BBB. for further assistance

Sincerely,

***************************
Initial Complaint
Date:08/31/2023
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.
I signed onto vivint in 2016 when I lived in *******, **.In 2022, I purchased a home in ******* **. New buyers agreed to take over the system. Per vivint this was ok. When I called to make some changes (was planning to get a new system in *******) I was told they could not speak to me and could only speak to my husband ******. He was the secondary on the account but when I called was told I was not on the account. I did not authorize this change. Vivint continued to charge me ***** to my bank account. I sold my house and my husband called vivint and we were told our contract was not up even though I signed up in 2016 and we owed 270. Payments resumed in March 2023 and I was charged: 8/22/23 ***** 7/21/23 ***** 6/21/23 ***** 5/23/23 ***** 4/21/23 ***** 3/21/23 ***** (total was ******) They were also collecting money from new home owners and myself (I sold the house) at the same time. They deleted my online account. Husband called today 8/31/2023 after and asked and was told we never owed them any more and he could just submit a request to cancel. Was told they did not owe us a refund (not even for this month). Was told that we had a contract since 2019 (I signed up in 2016). I called my bank and blocked them from charging my account. Not sure what else to do. Cannot get a clear answer. My login account says I am not a customer and has said so for over a year. Please help me. I am going out of my mind what to do with this company.
Business Response
Date: 09/07/2023
September 7, 2023

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

RE: Consumer Complaint Case #: 20549749
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 20, 2016

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

A legal representative from Vivint has recently contacted *************************** via phone to resolve his concerns. Mr. ***** ************** may contact ********************************** / ************) directly with any further questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Customer Answer
Date: 09/09/2023

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,

*****************************

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