Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,361 total complaints in the last 3 years.
- 2,970 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:08/30/2023
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 had filed a complaint with the BBB in 2021. This business was supposed to remove their information from my credit report they have not. Now out of no where I received a credit card from them !!! This is also now on my credit report . I in no way shape or form apply for a line of credit with them or gave anyone permission to access my credit! I want this stuff removed and my credit report fixed ! I will filed criminal charges for forgery or identity theft whatever it may be if this negatively effect my credit. How can a company just issue a card without me asking or applying !
Business Response
Date: 09/05/2023
September 5, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20542187
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: October 17, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that Vivint was to remove their information from her credit report back in 2021 but have not. ****************** states that out of nowhere she received a credit card from Fortiva, and it is now on her credit report. ****************** states that she did not apply for a line of credit or give permission to access her credit and wants it removed from her credit report. ****************** desires a correction to her credit report.
A Vivint representative has attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** has not opened a line of credit in Ms. ******** name. Vivint does not issue credit cards. Vivint is unable to remove credit reports from other companies. ****************** will need to contact ******* regarding the line of credit received and anything reported by them.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on October 17, 2020. March 16, 2021, Vivint agreed to cancel Agreement based on the signature. An appointment was scheduled for March 23,2021, to remove the equipment. March 23, 2021, the equipment was removed, and the account was processed for cancellation. March 26, 2021, forgiveness of the Fortiva line of credit was processed. March 31, 2021, Vivint processed a refund check in the amount of $400. April 6, 2021, Vivint processed a refund in the amount of $66.80 for the payment received April 5, 2023, after the account was closed.
To resolve this matter, Vivint agrees to the resolution as stated above. ****************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/05/2023
Complaint: 20542187
I am rejecting this response because: I spoke with Fortiva, they said this credit card was issued because its and upgrade to my Vivint account I told them i do not have an account with **********************. I did not consent to this credit line. The Vivint representative who contacted me said they work with this company(Fortiva) to issue lines of credit. My account should have been completely deleted from Vivint system in 2021 if they had done that like I thought they had, I would not be receiving a line of credit through their creditor. Ridiculous that Im still dealing with Vivnt after canceling my account 2 yrs ago !
Sincerely,
***************************Initial Complaint
Date:08/30/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In July 2023 I paid off the remaining balance of my Vivint contract. Vivint sent me a confirmation email for loan number **************** is now paid in full. I have hard copies of all this information if you need it. I sent copies of my proof of payment to Vivint, Sequim Asset Solutions and McCarthy, Burgess and Wolff collection agencies. The harassment continues.Business Response
Date: 09/05/2023
September 5, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *********
Vivint Account #: *******
Date of Agreement: 4/22/2020
To Whom It May Concern:
I have reviewed the information provided
by Ms. ********* and
appreciate the opportunity to respond.
In her complaint, Ms. ********* explains that she paid off her debt, however, the collection
agency continues to contact her.
On August 25, 2023, Vivint notified the
collection agency to close the account. Ms. ********* has no further obligation
to Vivint.
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: 09/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *********Initial Complaint
Date:08/30/2023
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.
Between 6/19/23 - 8/29/23 I have contacted customer service 8 times and have spent 413 minutes on the phone for equipment that has not worked properly. I have been passed on from one representative to the next and directed over and over to disconnect and manually reboot or wait while someone on the other end of the line reboots the system from their side. Today I was scheduled for a second in-person technical service appointment to resolve the ongoing equipment issues and the technician never showed up within the 4 hour appointment window. When I called for a status update I was notified that the appointment was canceled without justification, and with failure to notify the customer. I called in sick from work and kept my children home from school to accommodate Vivints schedule because the wait time for my first in-person visit took 45 days! The reason for the second request was because during the first visit, the technicians troubleshooting tactics, like the many thatve failed before, was just a temporary remedy to an ongoing issue. Being that my request to replace the equipment has been denied multiple times, I was hopeful that today Vivint would finally reconsider replacing the equipment with one that works. Today it has been 72 days since the first day I contacted customer service regarding equipment issues. Zero out of four door sensors work, one motion sensor doesnt work, and the wall panel doesnt work, yet Im still being charged every month for 1) $65 for the equipment and 2) $55 for security monitoring services, regardless if the equipment isnt working. If it doesnt work, what are they monitoring? I am requesting a full refund for any/all services rendered, termination of the remaining monitoring contract, to include waiving the balance of fifty six (56) months in the amount of $2,602.32, and for Vivint to forgive the remaining balance of $3,690.51 on the equipment loan with Citizens.Business Response
Date: 09/05/2023
September 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20541680
Complainant: ******************;
Vivint Account #: *******
Date of Agreement: 5/24/23
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** states that in the last 2 months, you have spent hours on the phone for equipment that is not working properly. A technician was scheduled but the appointment was canceled without notice after you took the day off work.
A Vivint technician has already resolved all issues and replaced the panel. Vivint has also given ****************** credit to cover up to 6 months of monitoring service.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 5/24/23 with an initial term of sixty (60) months. Vivints records indicate that ****************** had a technician scheduled to go to her home on 8/29/23 but it was rescheduled for 9/4/23 due to technical difficulties. Vivints records indicate that ****************** was compensated with a credit for $150 on 8/30/23 as well as other credits between 6/29/23 and 8/30/23.
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:08/29/2023
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.
Have attempted for months to deactivate and cancel service. Continued to be passed from one operator to the next and put on hold extensively each time until patience wears out. Have made four attempts over the past four months to deactivate service to No resolve being passed from one operator to the next having to repeat all your information. I believe this company is operating an unethical practice in order to continue charging customers. No easy way to cancel service without going through a gauntlet of high pressure salespeople and long drawn out phone calls.Business Response
Date: 09/06/2023
September 9, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** * *****
Vivint Account #: *******
Date of Agreement: September 7, 2017
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** * ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ***** 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/06/2023
Complaint: ********
I am rejecting this response because:this company makes it extremely difficult to cancel service. After trying for months to no avail I locked the card that was being automatically charged. Inadvertently leaving the card unlocked was charged four months service fees simultaneously in one month. Fees are in dispute and will like full refund of all charges.
Sincerely,
****** * *****Business Response
Date: 09/08/2023
September 9, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** * *****
Vivint Account #: *******
Date of Agreement: September 7, 2017
To Whom It May Concern:
I have reviewed the additional information provided by Mr. ****** * ***** and appreciate the opportunity to respond.
Vivint’s record shows that Mr. *****’s Agreement without penalty on September 7, 2023.
Vivint’s records show that Ms. ******s signed an Agreement in which she agreed that service would continue month to month after the initial term of one (1) month, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A notice of cancellation was not received, however, Vivint accepted this complaint as Mr. *****’s notice of cancellation.
Despite the validity of this agreement, Vivint agrees to the above resolution. Mr. ***** has no further obligations to Vivint, and no refund is warranted.
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: 09/11/2023
Complaint: ********
I am rejecting this response because:the stated month to month agreement is completely false and attempts to cancel service were layered with multiple agents transferring calls to pressure sales people who at the initiated unacceptable hold times. I believe this to be an unfair sales tactic to hold hostage and charge customers attempting to sever their services. At no time during any of the calls made to this service provider since April, did a representative request an email or letter to cancel service. Neither is there a link on the website or app for service cancellation. I believe this to deception on the part of this company and a shady retention practice. I am asking the company to produce contracts signed by me with their cancellation requirements stated or refund all monies collected past my equipment obligation payments.
Sincerely,
****** * *****Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** * *****
Vivint Account #: *******
Date of Agreement: September 7, 2017
To Whom It May Concern:
I have reviewed the additional information provided by Mr. ****** * ***** and appreciate the opportunity to respond.
A representative from Vivint has contacted Mr. ***** via email to send him a copy of his contract. Vivint has also sent a check to Mr. ***** to refund him the payments taken for the last four months of service.
Mr. *****’s Agreement states that, after the initial term, service will continue month to month, unless cancelled in writing with at least 30 days’ prior written notice (Vivint Purchase and Services Agreement, Section 2.1). A notice of cancellation was not received, however, Vivint accepted this BBB complaint as Mr. *****’s notice of cancellation and cancelled his account on September 7, 2023.
Although the payments made before cancellation was processed are valid, Vivint agrees to the above resolution. Mr. ***** will receive his check in the mail, and he 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:08/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been the customer with vivint for more than 5 years. I purchased the equipment outright and only monitoring service. I called the customer service to cancel the monitoring service and she refused to cancel and kept telling me that I am still on the contract for another year. I feel the the company tricked me into giving me lower monthly service and into two years extension without tell me that we entered into another contract that I didn't sign or verbally agreed to. I requested a copy of the verbal agreement which the customer was refused to send it to me. I don't feel the vivint and I are having an agreement when I didn't sign or agreed to the term. Therefore, I wish to cancel the service and stop paying the monthly service to VivintBusiness Response
Date: 09/05/2023
September 5, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** ******
Vivint Account #: *******
Date of Agreement: May 27, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining monitoring contract without penalty or fees. Mr. ****** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been with vivint now for a couple of years. The service I pay for has been subpar to this point and I Constantly have issues with my camera going offline. A rep came by my house and talked to me about upgrading my doorbell camera and also purchasing a new driveway camera. He stated the new doorbell camera would not have the same issues. My backdoor Camera has not been going offline since July 4th when the new equipment was installed. I had a service appointment 8/23/23 they came changed a box and left and camera went back out. I called back and was told they could not contact the service rep to come back. I was given a new date of 8/24/23 And then was told the morning after waiting they could not come out. I was rescheduled for today between 8A.M - 12 P.M no one showed up. I called at 11:45 AM and was told the tech is on the way and no one showed up. i called back at 12:20 and have been on the phone with a rep now or 51 Minutes and no one can tell me what is going on and that they need to reschedule. This is not acceptable as my bill is auto paid every month and my equipment is not working. Also they changed my my warranty and no one ever mentioned that until i called about issues. While talking i have now been hung up on 3 times by their reps because no one can tell me what is going on. This is has been a bad experience and I want out !!!!!!!Business Response
Date: 09/05/2023
September 5, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: February 19, 2020
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 is having trouble
with his camera(s) and has been having trouble getting someone out to fix it.
Mr. states that the appointments keep getting cancelled. Mr. ******* desires to
return the equipment and have the monitoring service cancelled.
A Vivint representative has attempted to reach out to Mr. ******* regarding
this matter via email. After reviewing the account, Vivint scheduled a Smart
Home Professional on August 30, 2023, which appears to have resolved the issues
Mr. ******* was experiencing. Vivint also provided a credit in the amount of $57.13
covering a month and a half of monitoring service fees.
Vivint’s records indicate that Mr. ******* signed a Purchase and
Services Agreement (“Agreement”) on February 19, 2020. Mr. ******* called
Vivint on August 22, 2023; due to issues he was having with his back yard
camera. A Smart Home Professional was scheduled for August 23, 2023, who went out
and thought they had resolved the issue. August 23, 2023, Mr. ******* called due
having the same issue again. Vivint
scheduled a Smart Home Professional for August 24, 2023, which was cancelled
and then again for August 29, 2023, which was cancelled as well. A Smart Home
Professional was rescheduled for August 30, 2023, where the appointment was kept,
and the issue resolved. A credit was
also applied to cover one and a half months of monitoring service fees.
This matter was resolved as stated above. Mr. ******* may contact
Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/29/2023
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 signed up with Vivint Smart home for my security provider based on the assumption that they were a great company. When I moved from my home in May of 2021, I talked to the company and they gave me 3 options on how to go about canceling my account, one of the options being move the equipment to a new home for new home new equipment and was told to leave the equipment at the house I was moving from. My mom signed up for vivint under the assumption that it was canceling out the old contract I had because new house, new equipment and that was not the case. I tried calling and canceling vivint on multiple occasions, each time the phone call gets disconnected when they are processing my cancelation. During one of the phone calls they said a cancellation was in process because they new home owners took over the vivint system, then tried to tell me they never said that. Not only have I been paying for a system I was told to leave behind, the new owners have been paying to use this system. I called to cancel yet again and was told I needed to pay off my equipment (again new home new equipment right? No that was false). I paid off the equipment and was transferred to cancel my account. They disconnected in the process of looking into the new people taking over that account but told me my account was canceled. I got an email today stating that I have debts to be collected by vivint, when I called them they told me that my account was canceled due to non payment but I paid off my equipment and got transferred to cancel them. Now they want me to pay over $500 to cancel officially. They refused to handle the situation or address the fact I shouldnt have been paying anything and refused to fix the problem which ultimately may end up in a lawsuit against them if they choose not to fix this problem officially.Business Response
Date: 09/06/2023
September 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20538031
Complainant: ****** Cannell
Vivint Account #: *******
Date of Agreement: May 22, 2020
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ****************** explains that she moved from her home in May 2021 and was given 3 options to cancel her account. She further explains that she contacted Vivint multiple times to cancel but it was not cancelled, and she and the new homeowners have been paying for services while she has continued to pay for the equipment. ****************** desires a refund.
At this time, Vivint agrees to cancel Ms. ******** Agreement and remove her account from collections.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of her Vivint system, with an initial term of sixty (60) months. This shows a monthly services fee of $43.99, and total equipment fee of $3,098.80 that was financed through Citizens, plus applicable taxes. ****************** contacted Vivint on May 27, 2021, to request cancellation of her account. ****************** was informed of her contract buyout amount as well as her loan pay off confirmation to cancel. ****************** again contacted Vivint on December 22, 2022, and she was again informed of her cancellation steps. On July 26, 2023, ****************** provided her loan pay off confirmation from Citizens for the cost of her equipment.
Vivints records further show that ****************** stopped making her monthly payments after February 22, 2023. As such, the account was cancelled for non-payment on July 27, 2023, and was transferred to an outside collections agency.
Despite the validity of this debt, Vivint agrees to the above resolution. ****************** has no further obligation to Vivint and will not be contacted further by collections.
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:08/29/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint came to my house on July 4th 2023, and after telling them no 10 times my husband finally was willing to listen to them because we were having issues with *** , worst mistake ever. The salesman misled us by promising a lot . He promised us he can buy us out of the contract with *** . Which was wrong we got charged an additional 1000 totally 1700 . Vivint is only willing to pay 1000 of it. Then he promised us more sensors that all my doors and windows would be covered. When the installer came he said that’s all he had so 2 doors weren’t covered and all the bedroom windows weren’t covered I texted the guy and he said he’ll get them for me but never did. He also promised multiple times infront of guest that if we did not like the product we had 2 weeks to cancel. Even told us to keep the boxes around just in case and they would come and uninstall everything as soon as possible. I should have known something was up because it was on 4th of July so no one worked for 3 days. And when I tried to cancel on the 5th day because the device was not working I was told my time was over. I tried canceling it and the supervisor I talked to told me he believed that I was misled but that there was nothing he can do and offered me 20 dollars off for the next 12 months . And that hasn’t gone through either. we were in such a rush that July 4th we didn’t think of looking through the contract until after . He also never mentioned about the loan. Now we are in so much debt , with vivint and also ***. I desperately need help to cancel this contract .Business Response
Date: 09/05/2023
September 5, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #:*******
Date of Agreement: July 4, 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 a full cancellation of the monitoring service
agreement, fully refund 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 LegalCustomer Answer
Date: 09/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ******Initial Complaint
Date:08/29/2023
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.
Aug 1 2023 Vivint promised to buy out my contract with ADT $3400.00 within 7 to 14 days of receiving contract from ADT to show amount owed. I sent the contract to the Salesman on Aug 2 2023. On Aug 29 2023 I have not received any money for the buy out of my contract. I was told by the salesman I had 30 days to review the equipment on Aug 1 2023 if I did not like it I can cancel contract. Now I am being told I had 3 days to cancel.Business Response
Date: 09/05/2023
September 5, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20537655
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 8/2/2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he was told he would receive his full contract buyout with his previous company, however, he has not received it. He requests that Vivint either provide the full buyout or cancel his account.
To assist ****************, Vivint sent a $3,000.00 gift card to him on August 31, 2023. Additionally, Vivint has added a $400.00 credit to his account. A representative from Vivint has contacted him via email to address any additional concerns or questions.
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:08/29/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was sold this security system in a very tricky manner. The sales rep gave me his sales pitch and then asked me to sign his tablet to see if I qualify for financing before I decide if I wanted to move forward with the system. Come to find out I signed the contract. He also told me I had 30 days to cancel my contract. He sent me all documents by email and then said the installer was 5 min away. I believe he was sitting and waiting for the sale to go through. They quickly installed the equipment late on a Friday night.
I notes my neighbor had the same system and she told me she was wanting to cancel and was given a run around about cancelling. She also was told she had 30 days. I then also decided I wanted to cancel my contract wanting all equipment removed and service cancelled. I called last week and they informed me that according to contract I had 3 days to cancel and I was out of the cancel window. They are saying the only way to cancel is to purchase the $4400 equipment first. I have spoke to 2 customer service reps and a supervisor who all tell me there is nothing they can do to cancel my contract. They reached out to the sales rep who told them he didn’t tell me I had 30 days to decide when he most certainly did. I am beyond frustrated. I do see class action law suits against this company for the very same issues I am having. I just didn’t see this until last week after my initial call to cancel my contract.
All I want is the equipment removed and contract cancelled. Their customer service is a joke when they can’t believe the customer and accommodate their wishes.Business Response
Date: 09/05/2023
September 5, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: ********
Date of Agreement: 8/11/23
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 lower Ms. *******’s monthly monitoring bill and honor the promise of 4 months free. Vivint is working with Ms. ******* to downgrade her equipment and reduce her equipment loan. 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: 09/11/2023
I have had contact with Vivint legal department and we have come to a verbal agreement at this time. Please check back with me in 1 month to assure the verbal agreement has been completed as actions speak louder than words.
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