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
- 8,352 total complaints in the last 3 years.
- 2,971 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:08/22/2023
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.
About 5 years ago we had a sales representative come to our home and sell us on switching from what was our present alarm company and switch to Vivint. The first several months after switching to Vivint we were experiencing issues such as camera outages, experiencing loss of connectivity with systems, faulty connections with the contacts which would set off false alarms in the middle of the night. A technician had came out to house to replace contacts once and then when problem occurred again they shipped out new contacts which was for different window which I replaced. We had issues with wireless connection so they sent someone out to fix problem in this case he had to hardwire the system. We were past frustrated and after months of having constant problems with system we decided to switch back to alarm company previously had. Scheduled to have old company come back out to reinstall their equipment, called Vivint to pickup their equipment and that we were terminating their service and was told that we should of given them more time to resolve issues even though technicians had come out on numerous occasions and still had problems with system. Then was told had to pay disconnection fee of over $400 which I paid and now finding out that they sent me to collections trying to bleed more money from me even though we switched over 2 years ago. If I am forced to pay these lousy company any more i will be sending their equipment back which is boxed up still. My question is that is there any recourse regarding this matter for me, don't want any money back from company, but absolutely do not want to pay them another dime.
Business Response
Date: 08/28/2023
August 28, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20507602
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: September 19, 2018
To Whom It May ***************** have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
In his complaint, Mr. **** ****** that he experienced equipment issues in the first several months after switching to Vivint. He ****** a technician was sent out to resolve the problems once and when it happened again, they just shipped him the parts. Mr.**** ****** he continued to have issues and scheduled his old company to come out and reinstall. He ****** he contacted Vivint to pick up their system and to terminate the service. Mr. **** ****** he was told he had to pay a disconnection fee of over $400, which he ****** he did. He ****** he found that he was sent to collections. Mr. **** desires no further contact with Vivint.
A Vivint representative has attempted to contact Mr. **** via email in efforts to resolve this matter. Vivint has offered to clear the past due balance of $134.88 and to cancel the account without penalty or fees.
Vivints records indicate that that Mr. **** signed the Purchase and Service Agreement (Agreement) on September 19, 2018. Records show on August 2, 2022 Mr. **** reported his cameras were offline,notes show the issues were resolved with troubleshooting. August 8, 2022 Mr.**** reported that his cameras were offline again. A software update was provided. October 12, 2022 Mr. **** requested cancellation and was provided with cancellation options. October 26, 2022 Mr. **** notified Vivint that he thought his account was cancelled. He stated he paid off his equipment.
With the provided information Vivint has offered cancellation and to waive the past due balance. Mr. **** 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:08/22/2023
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 promise a free backdoor camera at installation and never got it and wires were left exposed,Business Response
Date: 08/28/2023
August 28, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20507438
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: June 16, 2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he was promised a free back door camera at installation and never received it. He also states wires were left exposed. ****************** desires a repair and to have the job finished.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has offered a $250 discount on an additional camera. Vivint has sent a technician on August 24, 2023 to address the exposed wires.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on June 16, 2023. Records show on June 21, 2023 ****************** reported that the installer left exposed wires. August 22, 2023 ****************** reported the exposed wires and states that he was promised a free outdoor camera. Vivint set an appointment for a technician on August 24, 2023. Records show that the sales representative offered a free doorbell camera which has been provided.
With the provided information Vivint has offered a $250 discount on the outdoor camera. ****************** 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:08/22/2023
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 to have dental work done. When I got home apparently I spoke to someone about home security systems. At the time still heavily medicated and the only reason I know is because I looked at my security cameras from the day before. So I had signed up with this company to get security package. Next day someone calls to do install and I turned them away. I have spoken with the company about this and the company that they use for retail credit (FORTIVA) and they happily closed the request for the line of credit with no problems but Vivint keeps telling me there is nothing they can do and they are still going to be billing me for a product I shouldnt have to begin with but due to surgery I wasnt in the right mind to tell them to go away to begin with. I really dont know how they would charge me for anything since they use a retail credit company and they already closed it the people at Vivint dont have any credit information of mine (to my knowledge since I dont really remember any of this to begin with).I honestly just want them to remove me from their system.Business Response
Date: 08/28/2023
August 28, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20507215
Complainant: *********************
Vivint Account #: ********
Date of Agreement: July 20, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he just had dental work done when a Vivint sales representative sold him a security system. **************** states that he was contacted by someone the next day to complete the installation, however, he turned them away. **************** states that he contacted Vivint and Fortiva about cancellation. **************** states that ******* closed the request for the line of credit, however, Vivint will not cancel the agreement. **************** states he was not in his right mind when he signed the agreement. **************** desires 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 schedule a Smart Home Professional to remove what equipment was installed. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund of the equipment line of credit, and refund all payments made directly to Vivint.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on July 20, 2023. **************** called Vivint on August 21, 2023, to cancel saying he had surgery the day he signed the Agreement and was not in his right mind. **************** said he was not aware of the Agreement and wants it cancelled. August 22,2, 2023, **************** spoke with a supervisor stating again, he was under the influence of medication and does not remember getting the service. **************** said he was given a 30-day trial period;however, he called 1 day outside of the 30-day trial period. Vivint explained he would need to pay off the equipment line of credit in order to cancel.
To resolve this matter, Vivint agrees to the resolution as stated above.**************** may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/22/2023
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 home security rep came to my home on 8/9/23 & talked ******* mother into purchasing a home security system with deception.On 8/18 a credit card for the amount of 4004$ completely maxed out with 100% utilization was added to my credit report.***** stated the day of that the equipment fees will be waived.That was my first question and concern who pays for that.Once he stated it was waved we proceeded.As we continue process and get to part about equipment I stop & ask him again what is this.Because they get you to record your responses so I needed more clarity.He responds dont worry about that as I stated before the fees are waived.So I proceeded thinking Vivint was waiving fees but it was a lie.Friday when I got alert from credit bureau I immediately call ************ asked why was a 4000$ credit card added on my credit report and I do not have a credit card..He responds I said waived not free.I stated waived means customer dont cover cost so you lied.I asked him do he know what waived means and I need to know what I need to do to get this reversed because he was bot truthful and I felt you sold us services based off deception and lies to make a sell.So he tells me to call Vivint directly and I do so.Once I call them they tell me my free trial was 3 days only and expired on 8/14.In order to cancel I have to fully pay for equipment or The sales rep can extend free trial and contract can be cancelled.So I was told to reach out to him to see if he would extend my free trial a few days so the contract can be canceled.Well I called ***** 3 times and sent text and he eventually blocked me .I called Vivint customer care 3x as well and talked to 4 different people on 8/18 including supervisor.Everyone stated they will send *********************** Supervisor a email requesting to extend the trial & they have ***** hours to respond.As of 8/21 I still have not received a call text or email regarding this issue.Law suits show how Vivint make sells off ************* was another victim.Business Response
Date: 08/29/2023
August 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20504474
Complainant: ******* Seymore
Vivint Account #: ********
Date of Agreement: August 9, 2023
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 her concerns. ****************** 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 LegalCustomer Answer
Date: 08/30/2023
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. The business have closed contract, credited account and Im just waiting on refund.Equipment was picked up on 8/29/2023.Just waiting for credit bureau update to remove from my credit .
Sincerely,
*****************************Initial Complaint
Date:08/21/2023
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 a customer of ********************** home ********************** since approximately the fall of 2020. I leased the equipment and paid a monthly monitoring fee. In April of 2023, I moved to a new residence and informed Vivint I no longer wanted service. I paid off the remaining balance due on the equipment. I received a cancellation confirmation number during a phone call with Vivint, cancellation number 23040684162807.At this point, I believed everything was taken care of and my plan was cancelled. I have continued to be billed by Vivint since April. I have contacted Vivint approximately ten (10) times to inquire about the repeated charges. I have spoken to numerous people, been given email addresses of people that were supposed to resolve the issue, and been promised to be sent a cancellation email. All of the above options have not worked. I was most recently charged $54.00 on August 21, 2023. Im not sure where else to turn since Vivint wont resolve the issue. At this point, it seems intentional on Vivints part to continue to bill even after cancellation. They continue to provide excuses. There should be records of communication between myself and Vivint. The forms of communication include the Vivint digital assistant as well as phone calls with Vivint representatives. Hopefully the BBB can resolve this issue or the next logical step would be legal action. It seems Vivint intentionally bills customers who have cancelled and this is an ongoing practice that is taught to employees. A subpoena of Vivint records could determine whether continued billing even after cancellation is standard procedure for Vivint. I would like to stop being billed by Vivint for a service I cancelled in April.Business Response
Date: 08/28/2023
August 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20504345
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: July 21, 2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that in April of 2023 she moved and informed Vivint she no longer wanted the service. She states she paid off the remaining balance due on the equipment. **************** states she believed everything was cancelled. She states she has continued to be billed since April. **************** states she has contacted Vivint several times to resolve these issues and has been promised that the account will be cancelled. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has cancelled the account effective April 7, 2023 and will provide a refund from that date forward.
Vivints records indicate that **************** signed a Purchase and Service Agreement on July 21, 2020. Records show on April 4, 2023 **************** requested information on how to transfer the service to the new homeowner. April 7, 2023 verbal permission was provided by **************** to process a takeover. June 26, 2023 **************** reported that she was still being charged despite cancelling the account. August 22, 2023 **************** requested the account to be cancelled due to a move, she confirmed her equipment had been paid off.
With the provided information Vivint has cancelled the account and will provide a refund. **************** 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 LegalCustomer Answer
Date: 08/30/2023
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:08/21/2023
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.
This company told me that the equipment would come up to $580 and I just received my credit report that shows a balance of $1800+ which is illegal! They never told me that Id have to pay separately for the equipment in a complete different company and I have two late charges already in my credit report because of this nonsense. I need my credit report cleaned from this mediocre company and I need the charge to go back to the $580 that I was told.Business Response
Date: 08/25/2023
August 25, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20503722
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: February 8, 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 is currently reviewing ******************** documents to validate the signature. Vivints representative will continue to monitor the outcome and update *********************Vivint is unable to remove credit reports for another company. ******************** 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 LegalCustomer Answer
Date: 08/29/2023
Complaint: 20503722
I am rejecting this response because nothing is solved yet
Sincerely,
*********************************Customer Answer
Date: 08/30/2023
Nothing at all has been done to resolve this. I only got a call from someone from Vivint telling me that shed check the contract but thats it. Nothing at all has been done to fix thisBusiness Response
Date: 09/08/2023
September 8, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20503722
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: February 8, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he was never informed that he would have two separate payments to two separate companies. ******************* states that he has received two late charges from Citizens because of this. ******************** desires to have the late payments removed from his credit report.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, ******************** engaged in a Pre-Installation Survey on February 8, 2023, where Question #8 explained the two separate payments one to Citizens for the equipment and one to Vivint for the monitoring service. Vivint is not able to remove credit reports from other companies.
Vivints records indicate that ******************** signed a ******** and Services Agreement (Agreement) on February 8, 2023. ******************** also engaged in in a Pre-Installation Survey on February 8, 2023. ******************** called Vivint on August 21, 2023,stating that when he updated his payment method with Vivint, it was not updated with Citizens, he assumed it would be. ******************** stated that he never signed a contract, all he ever did was a digital survey before the installation. ******************* is disputing the signatures. August 22, 2023, his account was submitted to an internal department to verify signatures, and Agreement validation.August 30, 2023, the results from the research resulted in the Agreement being valid, the dispute was denied. Documents were sent to Mr. ********* phone number for his e-signature. During the phone call with Vivints National Inside Sales representative it was explained that there would be a separate payment for the equipment. September 8, 2023, Vivints representative spoke to ******************* to discuss the results of his dispute. Vivint also emailed Mr.********* ******** and Services Agreement, the Schedule of Equipment and Services, the **signature form, and the Pre-Installation Survey taken.
To resolve this matter, Vivint stands by its decision, ******************** will remain responsible for the Agreement and Citizens line of credit. Vivint is not able to remove credit reports from other companies. ******************** may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/21/2023
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 made a complain on here about a month ago. A couple weeks later Vivint reached out to me by email saying they wanted password for the account and my phone number that she was reaching out to help me. I sent the information asked of me and they’ve just left me to be forgotten. I reached out to the person that emailed me but they’re not responding. I feel like they’re not taking this seriously. This has affected me and my family and big companies like this shouldn’t just get away with this!Business Response
Date: 08/23/2023
August 23, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: June 27, 2020
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 and loan without any penalty or fees to Mr. ******. 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 LegalCustomer Answer
Date: 08/24/2023
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:08/21/2023
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 had one of their salesmen approach me at my home and decided to have the Vivint alarm installed. I was not told an unaware of the issues with tue doorbell camera and the inability to hear it throughout my house. Unless I and glued by my phone, I can not hear when anyone rings my doorbell. I called an asked was there a solution to this, because with the Ring doorbell I could hear it through out the house and also through ****** I was told as of now there was no solution. Today, 08-21-2023, some rang my doorbell and I did not hear anything. I called Vivint and spoke with ******. I told him I wanted a technician to come to my house, remove the Vivint doorbell and reinstall the Ring doorbell they took out on 05-01-2023. By the end of that conversation I was more frustrated than ever. ****** kept talking in circles telling me that a technician had never been to my house to look at the doorbell and wires could have been messed up. I told ****** that the installation should have been performed right the first time and I wanted it out of my house. I finally told ************** did not want to keep going around in circles with him and I wanted a technician to take the Vivint out and reinstall my Ring doorbell they took out.Business Response
Date: 08/28/2023
August 28, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20502464
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: April 1, 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 removed its doorbell camera and reinstalled her old Ring camera on August 22, 2023. ******************* 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 LegalCustomer Answer
Date: 08/28/2023
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:08/21/2023
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.
Customer needs service and contract cancellation due to medical and permanent status change from a disability. Customer was in a no-fault work trucking accident during work which resulted in a t-12 burst fracture and permanent injuries to dominant hand which have required permanent disability status. Customer has been healing and unable to work since August 5th, 2022, and has endured 7 total surgeries with another coming up in a few months. Customer has been forced to sell their home and will remain homeless until his health has settled, will not be able to maintain a security system while homeless. Customer was in the hospital for 2 months and during that time had reached out to Vivint and through discussions was informed that he had been let out of 5-year service agreement. Starting this month 1 year later Aug. 2023, we have been notified that we owe back the company for a year's worth of service and are still in contract. We tried to call to find out what had happened and were told there was nothing they could do. We can provide any medical evidence, doctors notes, lawyers letters, go fund me support *********., but we are unable to get Vivint to further assist us or escalate the process to legal. I would not use or recommend Vivint to anyone in the future. Very disappointed as we are just trying to put food on our table for our children.Business Response
Date: 08/28/2023
August 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20502400
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 28, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he needs service and the contract cancelled due to a trucking accident. He states he has been unable to work since August of 2022. **************** states he has been forced to sell his home. He states he has spoken to Vivint and was told he was let out of the 5-year service agreement. **************** states he has recently been informed he owes Vivint a year's work of service and is still in a contract. **************** desires cancellation.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has offered cancellation of the remaining monitoring contract without penalty or fees and to waive past due balance of $208.19.
Vivints records indicate that **************** signed the Purchase and Service Agreement (Agreement) on July 28, 2021. Records indicate on November 10, 2022 **************** reported that he was moving, that he had a medical situation and requested a four (4) month deferment. Notes show that he paid off his Fortiva balance. On August 21, 2023 **************** reported a hardship and that he could not afford the service and requested to lower his monthly rate.
With the provided information Vivint has offered to clear the past due balance and to provide cancellation of the remaining monitoring contract. **************** 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:08/21/2023
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 believe that Vivint is a misleading and an unethical security system. I have had Vivint since 2019 with 30 day playback for 7 of my cameras. Vivint decided to upgrade and download my system last week on their end because I was not able to access it on my panel, how convenient, Vivint doing this delelted my capabilities of 30 day playback for my 7 cameras. Now the sales rep is telling me that I was not suppose have this feature from the beginning which is a lie. ******* said that I can only have this feature for only 3 cameras. Now I get only 16 seconds clips which is not acceptable. The *************** requires that we have this feature because we own a pool in our backyard. My husband did not serve 22 years in the Navy do be taken advantage of from Vivint. This is a lack of respect and I do not appreciate their deception and lies. When are the consumers of this country going to get the respect and the answers that they deserve without deception.Business Response
Date: 08/25/2023
August 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20502184
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: March 12, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she has had thirty (30) days play back since 2019. She states that Vivint upgraded her system on their end, and she was unable to access it. ****************** states in doing so it deleted her playback capabilities. She states she is now being told she was not supposed to have this feature from the start. ****************** states she was told she can only have this feature for up to three (3) cameras. She states she now only gets sixteen (16) second clips. ****************** states she is required by the *************** to have this feature due to having a pool. ****************** desires the system to be returned to the thirty (30) day playback feature for her seven (7) cameras.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has offered to remove the monthly service fee for four (4) cameras that ****************** cannot have the playback service on. That will be a $20 bill reduction.
Vivints records indicate that ****************** signed the Purchase and Service Agreement (Agreement) on March 12, 2019. Records shows on August 21, 2023 ****************** threatened a lawsuit due to playback concerns with her system. She requested that her Smart Drive be reconnected to all seven (7) cameras, was informed that only three (3) can have playback.
With the provided information Vivint has offered to lower the monthly rate by $20 per month. Ms. ********************* 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 Legal
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