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
- 8,353 total complaints in the last 3 years.
- 2,972 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:08/29/2023
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.
Sales person promised us a $1000 gift card plus an additional $500 if we switched from ADT to Vivint. We have yet to see either. Our app that is supposed to be so much better than ADT doesnt work. We cant adjust anything from our app other than arming and Disarming. After several attempts to reach a manager with no response or call back we are still fighting for what we were promised! At this point. We dont even want the money we want out of our contract! I will NEVER use this fraudulent company again
Business Response
Date: 09/01/2023
September 1, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20536292
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 10, 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 scheduled a Smart Home Professional on September 5, 2023, 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.. ************** 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 LegalInitial Complaint
Date:08/28/2023
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/am being charged for services I am not receiving. They have withdrew and still charging me $55 monthly since 6/2023, the month I moved to another state. The video equipment I am still paying on but video surveillance I should not be charged for because I cannot have equipment installed at my current residence. The apartment complex I have moved to do not allow holes drilled in walls and in order to install equipment that would have to take place. I moved from a home to apartment complex out of state. Since then, I have called Vivint numerous times asking g to cancel service, but they will not and continue to automatically withdraw from my personal banking account.I cannot even view my biling information online due to them blocking my access to online account information and when I call them for assistance, they switch me continuously back-and forth to different departments . In otherwords they give me the run around.Business Response
Date: 09/01/2023
September 1, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20533341
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: November 3, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she is still being charged for services she is not receiving. ************ states that she moved from where the system was installed and cannot have it installed at her new place. *********** states that Vivint will not cancel her monitoring service. ************ desires to have the monitoring service agreement cancelled.
A Vivint representative has attempted to reach out to ************ regarding this matter via email. After reviewing the account, ********************** agrees to cancel the remainder of the monitoring service agreement effective May 23, 2023,when the equipment was removed and refund all payments made from that date forward.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on November 3, 2022. Vivints Smart Home Professional removed the equipment on May 23, 2023.
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: 09/04/2023
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:08/28/2023
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 an account and was receiving services in Arkansas. I was moving to Illinois in December 2022. I called Vivint in November 2022 to set up a transfer of services to my new house in Illinois. The customer service representative was very helpful and told me that, if I moved all of my equipment, I would not be charged for the install at my new house.
We had a technician scheduled to come out December 29,2022 and he told us it would cost $800+ to install our equipment that day so we did not proceed. He told us that we should file a complaint with the company about the representative who told us it would be free.
I called and filed a complaint the next week and never heard back. I filed two more complaints - one in February 2023 and one in March 2023. In may 2023, we had Vivint representative come to our door. They tried to get us to buy solar panels. They told us if we agreed to buy solar panels, they would make sure someone got ahold of us.
So three complaints and one attempted coercion later and we still never heard from Vivint. Meanwhile, they sent my account to collections. I spoke with another representative today and they told me it would take $126 to reinstate my account and have a technician come out. I asked if he could see my 3 complaints and he said yes. I asked him why they would send my account to collections if they had record of my 3 complaints and record of me contacting them 3 times to get my account reinstated. He didn’t have an answer for me.
I asked to be transferred to the legal department and sat on hold for another 15 minutes after a 45 minute total phone call. I ended the call at that point and decided to file a claim. I want Vivint to cancel my contract and realize I did my due diligence to continue my service to the end of the contract. At this point, I should not owe them any money.Business Response
Date: 08/30/2023
August 30, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: July 14, 2020
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 contacted Vivint in November of 2022 to transfer her services to her new home. She states she was told if she moved all of her equipment to her new home she would not be charged for the installation at her new home. Ms. ********* states a technician was scheduled and she was told it would cost her $800+ to install the equipment. She states she did not proceed with the install. She states that she was told to make a complaint against the representative who told her it would be free. Ms. ********* states she has made 3 complaints and has not heard anything from Vivint. She states Vivint has sent her account to collections. Ms. ********* states she was told she could pay $126 to reinstate her account and to have a technician come out. She states she requested to speak to the legal department and was left on hold for over 45 minutes. Ms. ********* desires a billing adjustment.
A Vivint representative has attempted to contact Ms. ********* via email in efforts to resolve this matter. Vivint have removed the account of Ms. ********* from collections and waived the associated fees. The Vivint account will remain closed.
Vivint’s records indicate that Ms. ********* signed the Purchase and Service Agreement on July 14, 2020. Records indicate on November 21, 2022 Ms. ********* notified Vivint that she was moving and her new home already has a service in it. Notes show that she was educated that the equipment loan needed to be paid off to cancel or she can do a takeover on the account. May 18, 2023 Vivint attempted to contact Ms. ********* to verify what move option she will choose, a voicemail was left. May 26, 2023 the account was written off for non-payment.
With the information provided Vivint has removed the account from collections. The account will remain closed. Ms. ********* may contact Vivint’s representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 18,2023 I entered into a contract with VIVINT. The sales represent was *********************, ******. The representative was in my space and would not leave despite me telling him no at least four times. The representative kept going into his iPad and "re-working" numbers. I would not enter into a 60 month contract; I absolutely refused. I had an existing service with *** that would have been fulfilled within a year: There was no way I was going to enter into a ******************************** that it was for 36 months. When I finally print the contract it is 60 months on the paper work. The representative was not clear on the equipment installation and purchasing mode. It was not clear that I would be in a revolving credit account to purchase equipment. When I realized it was a revolving account I tried to stop the process. His response was it was a hard inquiry it's already on your credit for two years. At that point I has to decide whether to leave the inquiry or continue with the purchase and have payments reflect on my credit report. I ultimately agreed to a service contract just to be rid of him. The representative also stated I could cancel my contract with VIVINT within 30 days but I would be responsible for equipment: That was completely incorrect; I had 3 days to cancel and return the equipment. Another question he lied about was the *** buy out. I asked if I cancel my service with VIVINT, would I be responsible to repay the buyout amount of $600+; his answer was NO. The representative also stated that I could use the equipment without the VIVINT service but I have yet figure out how to do so. I also never got a direct answer on how and how much it would be to cancel the contract with VIVINT. When I asked about paper contracts from VIVINT he stated, VIVINT was completely paperless. Another lie; there is a service fee of $1.00 for printed copies. Overall I feel bamboozled and the young man's tactics were deceitful.Business Response
Date: 09/02/2023
September 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20531655
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: August 18, 2023
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ****************** explains that she refused to accept Vivints services as she already had an existing service with ADT. She further explained that the sales representative was very pushy and was not clear on the equipment installation and purchases. ****************** desires the cancellation of her contract, credit inquiry removed and the return of the equipment.
At this time, Vivint agrees to cancelled Ms. ******** Agreement and Fortiva loan if the equipment is returned.
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 $52.47, and total equipment fee of $900.98 that was financed through Fortiva, plus applicable taxes during that term. Vivint relied on Ms. ******** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Vivint agrees to the above resolution. ****************** may contact ********************************** / ************) to return her equipment. Following this, Vivint will cancel her Agreement and credit the balance owed on equipment loan within 5-7 business days.
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:08/28/2023
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.
We signed up for Vivint on 8/3/23 and we spent about 2 hours with the gentleman who was going door to door. He specifically told us we could cancel this service at any given time with no issues. Its 8/28/23 and we were having issues with one camera over the weekend. I was on the phone with Vivint and they were having me climb the ladder up and down resetting the camera and trying other issues to resolve the issue. Nothing worked so, they said they could send someone out for a fee. Long story short we decided we want to cancel this service, especially since we are paying them and having to diagnose the equipment ourselves etc. They are telling us we signed a 5 year contract and that we have to payoff the equipment now if we would like to cancel, thats the only option. They said we had a 3 day trail period. The salesman never mentioned any of this. So apparently theyre lying to get people to sign up.Business Response
Date: 09/01/2023
September 1, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20531286
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 8/3/2023
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In his complaint, ************************ explained that he is dissatisfied with the system. ************************ further explains that the sales representative told him he could cancel at any time. ************************ requests cancellation of his account.
To assist ************************, Vivint is willing to cancel and refund his account all monies paid upon receipt of the equipment. A representative has contacted ************************ via email to schedule a system removal appointment.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/27/2023
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.
We had our service installed in June 2023. The price promised to ** by ***************************** was not accurate. Also the amount in rebates given to us to end our Brinks contract was off by $685! Do NOT TRUST THEM. If they show up at your door, please say no. They are no better than the others. We got swindled, genuinely just hoping to help future possible customers. Its too late for us.Business Response
Date: 09/02/2023
September 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20529815
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: June 19, 2023
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************** explains that the price promised to her by the sales representative was not accurate and her rebate amount for Brinks was off by $685. ************** desires a refund.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve her concerns.
Vivints records show that ************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $67.98, and total equipment fee of $5,781.53 that was financed through Citizens Pay, plus applicable taxes, during that term. Vivint relied on Ms. ****** representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Vivints record further shows that ************** was approved for a maximum of $1000.00 for her contract buyout. However, on July 20, 2023, the sales representative increased that buyout amount to $1,586.22. ************** 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 LegalInitial Complaint
Date:08/27/2023
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.
Within a couple hours of signing a contract on 8/23/2023 with Vivint at about 7 pm, I discovered that the salesman had lied to me about all of the the cancellation terms and transference terms for the Vivint products.
I immediately called the number on Vivint’s Notice of Cancellation to cancel. I also sent 8 signed and dated Notice of Cancellation forms to both ******************** and *************.
I have never, ever had anything installed.
Yet, no fewer than 9 installers knocked on my door saying that they were sent by the salesman AFTER MY ATTEMPTS TO CANCEL.
I was redirected on the phone multiple times to different phone numbers and departments. I’ve been calling multiple times a day since and was told my contract cannot be canceled unless I allow installation! Not only have I been harassed, but Vivint won’t cancel my order. Their terms are totally unacceptable to me and the salesman lied about my having 60 days to try out the product when the contract clearly states only 3 days are given.
After 7 phone calls requesting cancellation, 9 requests to installers to cancel, 5 requests to the salesman to cancel, and 8 emailed forms requesting cancellation and Vivint refuses to cancel my order.
I was lied to, harassed, and Vivint’s customer service is abysmal with refusal to cancel an order even when following their instructions to a tee.Business Response
Date: 08/30/2023
August 30, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: ********
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the pending installation and ensure that there are no open loans with Citizens Bank. 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: 10/25/2023
I was told by the Vivint legal department and by the corporate resolutions office that my account would be closed and that my credit application with ************* would be closed and canceled. Both departments wrote that they would do this 6 weeks ago. I received notification from ************* today that my credit card account is open and ready for use! Neither department did as they said they would and neither is willing to help resolve this matter.Business Response
Date: 10/31/2023
October 31, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20529275
Complainant: *********************;
Vivint Account #: ********
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her rebuttal, ************** states that she was told by the **************** and Corporate Resolutions that her account would be closed and that her credit applications with ************* would be closed. She states she was told that this would be done six (6) weeks ago. ************** states that she received notification from ************* that her credit account is open and ready for use. ************** wishes the ************* account to be closed.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has ensured that the Citizens Line of Credit has been closed on Vivints end.
Vivints records indicate that ************** requested the cancellation of installation of any Vivint system. Vivint records show that there were never any funds added to the Citizens Line of Credit as there was never a system installed. Records indicate that October 24, 2023 ************** provided Vivint with an email from ************* that shows that the Line of Credit would be closed within the next thirty(30) day due to inactivity.
************** has no further obligation to Vivint and 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:08/27/2023
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 told that I would not be on a contract and I would be getting a month-to-month service. I was not told that I would be in contact with Vivint's security camera. I don't speak good English and they tricked me into getting service. Additionally, my house was broken into three times and the cameras stopped working. They did not record the incidentBusiness Response
Date: 09/01/2023
September 1, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: July 20, 2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she was informed she would
be month-to-month when she purchased the Vivint security system. Ms. ****** desires
to have the monitoring service cancelled, the line of credit cancelled, and refunded.
A Vivint representative has attempted to reach out to Ms. ******
regarding this matter via email. After reviewing the account, Vivint agrees to remove
the account from collections, leaving the account closed, however, Ms. ******
will remain responsible for any balance remaining on the equipment line of
credit. Ms. ****** has no further obligation to Vivint.
Vivint’s records indicate that Ms. ****** signed a Purchase and
Services Agreement (“Agreement”) on July 20, 2023. The account was written off
on May 30, 2023.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. ****** may contact Vivint’s representative with any questions or
concerns she may have.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/08/2023
Complaint: ********
I am rejecting this response because: I i'am not satistied. I would like a refund of my of my Fortiva account. Additionally i would like my account to be closed. I also would like them to pick up thier equipment.
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: July 20, 2022
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 is rejecting Vivint’s
response because she is not satisfied with the resolution. Ms. ****** desires a
refund of the Fortiva line of credit, her account closed, and have the
equipment picked up.
A Vivint representative has attempted to reach out to Ms. ****** regarding
this matter via email. After reviewing the account, Vivint stands by their
decision to keep Ms. ****** responsible for the equipment line of credit.
Vivint has removed the account from collections, leaving the account closed.
Ms. ****** has no further obligation to Vivint.
Vivint’s records indicate that Ms. ****** signed a Purchase and
Services Agreement (“Agreement”) on July 20, 2023. The account was written off
on May 30, 2023. September 5, 2023, Vivint emailed Ms. ****** stating that Vivint
would remove the account from collections, leaving the account closed, however,
Ms. ****** would remain responsible for any remaining balance on the Fortiva
line of credit. September 5, 2023, the Agreement was closed with collections
and left closed. September 13, 2023, Vivint’s representative spoke to Ms.
******, she is now disputing the signature on the Agreement. Ms. ****** was
sent all signed documents and video clips of the Pre-installation Survey. Ms.
****** was advised that is she still wished to dispute the agreement after reviewing
the information provided, she would need to provide a copy of her driver’s
license.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. ****** may contact Vivint’s representative with any questions or
concerns she may have.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 25th my security system went down. I called vivint three times and I called my internet service provider to confirm it was not a service issue on their end. Vivint said they will not send a technician to me free of charge for selling their faulty equipment after going through troubleshooting I paid $3,000 dollars for this system it should by serviced free until paid off the will not let me speak to a manager I would like a refund for everyday my system is down and given a new security panel. It should not take this long for a resolution.Business Response
Date: 09/01/2023
September 1, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20528662
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 11, 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 schedule a Smart Home Professional to resolve the power issue ***************** is having. Vivint has also applied a credit in the amount of $40.82 to cover one month of monitoring service fees. ****************** may contact Vivints representative directly if HE/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 LegalInitial Complaint
Date:08/27/2023
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.
Alarm system installed on 7/24/23
Vivint accnt # *********
Have a signed and dated System Equipment Purchase And Service Agreement for the total monthly fee of 58.46.
The company billed me for the total of 85.28. This included a “Large System Monthly Installment fee for 26.82.
This charge is not listed on the monthly charge of the agreement I signed. Nor was it even disclosed to me by the Sales Rep. I callled Vivint and was given some reason for the fee that made absolutely no sense.
I feel that Vivint violated the signed contract and failed to disclose total monthly charges and fees. I would like my monthly bill adjusted to the amount listed in the signed purchase and service agreement.Business Response
Date: 08/30/2023
August 30, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: ********
Date of Agreement: July 24, 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 Mr. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to reduce the monthly rate by $20.00 permanently. Mr. ***** 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
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