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
- 8,446 total complaints in the last 3 years.
- 2,995 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:07/20/2023
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 have always had faulty equipment and it still does not work. We kept calling them to have someone come out and fix it. We have never had full service. My bank account had gotten hacked and I am still paying for the equipment. I have had no service for 2 months. They pulled out $109 out of my account. We have been paying for it for a year and no service. If they can&#**;t give us our service, I don&#**;t want it. I want my refund unless they are going to come out and fix my equipment.
Business Response
Date: 07/26/2023
July 26, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20349538
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 15, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she has never had full service due to faulty equipment. **************** states that she is paying for a service that she has not had for two months. **************** desires to have her system fixed or to return the equipment and be refunded.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** is offering 1) schedule a Smart Home Professional to complete a full system check and replace any equipment deemed necessary with same/like equipment at no additional cost {or}2) schedule a Smart Home Professional to remove the equipment. Once removed provide full cancellation of the monitoring service agreement, fully refund 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 15, 2022. ******* called Vivint on August 2,2022, due to the time being incorrect on the panel and camera clips. Vivint scheduled a Smart Home Professional that was able to resolve the issue. August 26, 2022, ******* called due to cameras not recording; a Smart Home Professional was scheduled. September 2, 2022, ******* called wanting to cancel due to the Smart Home Professional not showing up. October 13, 2022, ******* called to check on service call arrival. ******* wanted to cancel due to equipment not working and failed service call appointments. Vivint informed ******* that for the equipment to operate at its optimal performance, internet is needed. ******* was provided cancellation information.
To resolve this matter, Vivint has provided the offers 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 LegalInitial Complaint
Date:07/19/2023
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 called Vivant on Wednesday, July 19th at 6:12 pm. After a roughly 7-8 minute hold, I spoke with Josh to inform him of my intention to cancel my service. After offering me various options to stay, Josh told me he’d put me on at a 5-10 minute hold to speak with their billing department to cancel my service. This was at 6:30 pm. I have now been on hold for 57 minutes. It’s obvious that Vivint makes the cancellation process incredibly cumbersome to stop people from cancelling their service. They offer no option on their website or the app to do so. This is outrageous treatment of a client and poor service.Business Response
Date: 07/25/2023
July 25, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: August 9, 2021
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 very dissatisfied
with Vivint’s cancellation process. Mr. **** desires to have the monitoring service
agreement cancelled and no further contact from Vivint.
A Vivint representative has attempted to reach out to Mr. ****
regarding this matter via email. After reviewing the account, Vivint agrees to
cancel the monitoring service effective July 19, 2023, when the written notice
of cancellation was received.
Vivint’s records indicate that Mr. **** signed a Purchase and Services
Agreement (“Agreement”) on August 9, 2021. Mr. **** called Vivint on July 19,
2023, wanting to cancel his Agreement due to equipment issues. Mr. **** sent in
his written notice of cancellation. July 25, 2023, Vivint submitted for Mr.
****’s Agreement for cancellation with an effective date of July 19, 2023.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. **** may contact Vivint’s representative with any questions 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:07/19/2023
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 have been on the phone with Vivint alarm company for them to cancel my service and after trying to bribe me with services and discount they keep stalling for me not to cancel after the service have not been working for month and I’m tired of it. I need my service cancelled! This is unacceptable! The cancellation procedure is a joke!Business Response
Date: 07/25/2023
July 25, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ****
Vivint Account #: *******
Date of Agreement: June 15, 2018
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
In her complaint, Ms. **** states that she has been trying for
over a month to cancel her monitoring service. Ms. **** desires to have her
monitoring service cancelled.
A Vivint representative has attempted to reach out to Ms. ****
regarding this matter via email. After reviewing the account, Vivint agrees to
cancel the monitoring service effective July 19, 2023.
Vivint’s records indicate that Ms. **** signed a Purchase and Services
Agreement (“Agreement”) on June 15, 2018. Ms. **** called Vivint on July 19,
2023, to cancel her monitoring service due to equipment issues. Ms. **** was
provided several offers to keep the service, however, she would still like to
cancel.
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:07/19/2023
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.
On January 31, 2023 we sold our home at ***********************************************************. I contacted Vivint to cancel the service and was informed that I had to pay the equipment loan off first in order to cancel the service. I did so and attempted to cancel the service and began getting the run around. On July 19, 2023 I again tried to cancel and was told I couldnt because they couldnt verify that the loan was paid. I was then told I would need to pay half of of the remaining amount of the contract. Prior to starting the service I told the salesman that I didnt want to sign up for a 5 year contract because we move often and I didnt want to get stuck paying. He told me if we sold the house we would be able to cancel without any issues. I even read the contract then and again today and didnt see any requirement to cancel. I would just like to cancel the service and for Vivint to stop trying to charge me for something that I was told there wouldnt be any issue doing.Business Response
Date: 07/25/2023
July 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20346968
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: May 21, 2019
To Whom It May ***************** have reviewed the information provided by Mr. *************************** and appreciate the opportunity to respond.
In his complaint, **************** explains that they sold their home on January 31, 2023, and when they called to cancel, they were told the equipment needed to be paid off. He further explains that he did so and tried to cancel on July 19, 2023, but was told he needed to pay half of the remaining amount on his contract.
To assist, Vivint agrees to cancel ****************** Agreement and waive his past due balance of $211.45.
Vivints records show that **************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $44.99, and total equipment fee of $865.98 that was financed through Citizen One, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 10 months on his contract. **************** has no further obligations to Vivint.
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: 07/25/2023
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:07/19/2023
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.
Transaction Date: 05/24/2023
A sales rep came to my home and offered a reasonable fee for switching over to Vivint. Offered to buy me out my current contract with brinks and I could use my existing equipment and add in 2 exterior cameras, 2 exterior spotlights, swap out my current smart lock and my ring doorbell for a 6g Vivint doorbell. The total would be $1, 825.97. Installation is free. I qualified for zero percent financing with Citizens Bank and the install would take place within 24 hours (reason for free install). We completed this deal at 10pm at night.
Installer arrived on 05/25 and advised he did not have spotlights, door lock and 1 exterior camera. Said he would return the next day. He did not returned. I called the technician directly and he said he was waiting for the equipment to arrive in the mail but this may be a few days due ti the holiday. After not hearing from the technician I mailed a cancellation and reach out ti Vivint. I was informed I would need to reach out the loyalty department to check the status of the cancellation.
I have been giving the runaround after calling Vivint sometimes ad much as 4x’s per day. I have asked them to come pick up their equipment. Issue a credit tip Citizens for 4,000” and inflating my credit obligations more than agreed by fraudulently submitting paperwork for equipment not agreed upon, received but billed to Citizens Bank in my behalf.
Technician visits have been missed 4xs where they have agreed to come out and inventory what was actually installed vs what the summer sales/technician added to the account. Representatives have placed me on hold for up to an hour and advised they would calm back with resolution and NO ONE has called since the initial install day which did not complete.
I have reached out to Vivint on Twitter and FB messenger. The support team from messenger asked would I keep the equipment if all corrections and credits are made.Business Response
Date: 07/25/2023
7/25/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: 5/25/2023
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 some equipment has not been installed and her door lock needs to be
repaired.
Vivint’s records show an appointment is
scheduled for 7/27 for a technician to verify which equipment needs to be
installed.
A representative from Vivint’s Legal Team
has contacted Ms. ********* via email and has offered to either cancel her
account or continue with the technician appointment.
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: 07/26/2023
Complaint: ********
I am rejecting this response because it is not clear if Vivint is offering the following as a part of the original request when agreement was made.1. A credit to Citizens Bank for equipement not installed but unlawfully charged to an account in my name. (see attached letter) Equipment includes Vivint Playback DVR ($299.00), Vivint Smart Thermostat ($199.00), Vivint Smoke & CO Combo Detector ($100.00), Vivint Starter Kit (1,799.99), and motion sensor ($100.00). Any applicable installation fees associated with equipment not installed or agreed upon. Installation was supposed to be free if offer was accepted via the summer sales tech, and Vivint Starter Kit (1,799.99).
2. Repair of door/door lock so the lock works with the app as designed and door shuts upon closure without use of key or manually locking.
3. Removal of unauthorized equipment installed without my consent. 2 glass break sensor ($100.00 accessed). I have one already installed by my previous provider which was supposed to be used in conjunction with the Vivint system per the summer sales rep and install tech). Additonally, a glass break sensor was installed in my screen porch which does not have any windows at all.
I agreed to the following for installation. This is what I will accept as originally advised on 05/24/2023 to Daniel A******, Agent #******
2- Vivint Spotlight Pro (249.99 each), 2-Vivint Outdoor Camera Pro 2nd Gen. (399.99 each), Smart Door lock (179.99), one panel (499.00). I requested 2 panels as with my previous system and was advised I could move the one panel from room to room and a plate would be installed over the 2nd panedl to allow for the transfer back and forth. Plate was installed in the bedroom; however, the panel does not register and looses battery power when transferred to the plate. This is the amount agreed upon with summer sales rep. Installation of all was to be free and system was a la cart.
My previous system with another provider included window sensors (all windows), one glass break sensor, one exterior camera, 2 interior camera and a door lock with key pad. All working which is why we agreed I did not need a Vivint bundle and I could only purchase what I wanted as an upgrade and all other pcs of my existing system could be used.
Sincerely,
****** *********Business Response
Date: 07/31/2023
7/31/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: 5/25/2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ********* and
appreciate the opportunity to respond.
Ms. ********* has indicated that she would
like to cancel her account and have the system removed. As such, a representative
has contacted Ms. ********* to schedule a system removal appointment. Following
the removal, Ms. *********’s account will be fully refunded.
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: 07/31/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
I have not yet been contacted by a technician to pull the equipment.
Sincerely,
****** *********Initial Complaint
Date:07/19/2023
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 is charging me for 8 months of service at my former home address on a home I sold in October of 2022. The new owners were taking over the remaining service time left. They did and basically the company has been double dipping. They are charging me and also the new home owners for the same service. I have called over 14 times and just keep getting the run around. I have opened over 4 tickets with them and still no resolution and no refund, This is an unethical business practice.Business Response
Date: 07/24/2023
July 24, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ***
Vivint Account #: *******
Date of Agreement: March 2, 2018
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 Vivint is charging her for eight (8) months of
service for a former home that she lived in. She states she sold her home, and
the new owners were taking over the service. Ms.
*** desires a refund.
A Vivint representative has attempted to contact Ms. *** via email in
efforts to resolve this matter. Vivint has cancelled the account and sent a
refund of $461.39 has been sent via credit card.
Vivint’s records indicate that Ms. *** signed a Purchase and Service Agreement
on March 2, 2018. October 10, 2022 Ms. *** made a cancellation request due to
moving. October 11, 2023 Ms. *** notified Vivint that the new homeowner will be
taking over the service. Records show October 20, 2022 Ms. *** provided Vivint
with Verbal permission for the takeover of her account. June 12, 2023 Ms. ***
reported that she sold her home and is still being charged. June 13, 2023 Vivint
received the required Notice of Cancellation to cancel the account. July 7,
2023 account was cancelled.
With the provided information Vivint cancelled the account and
provided a refund. 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 LegalCustomer Answer
Date: 07/25/2023
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:07/19/2023
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.
Vivint refused to cancel and I was treated with disrespect by and when I asked to talk to a supervisor or manager he refused he said he or she was busy,this company sucks,they forced you to stay in a contract with them, after number of times I told them I lost my job I have no income,they kept telling me we can give you $5 or $10 discount,I keep telling them I have no income,it's irritatingBusiness Response
Date: 07/24/2023
July 24, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: ********
Date of Agreement: July 6, 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 the full
cancellation of the account, including removal of the equipment, a full refund
of all payments made directly to Vivint and closure of the equipment line of
credit. Ms. ******* may
contact Vivint’s representative directly if she has any questions or concerns
regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/19/2023
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.
Vivant alarm. Purchased has not worked correctly since install in June. Purchased service agreement for technician support. Told within 72 hr repairs complete. They keep canceling appointments but still are charging me.Business Response
Date: 07/25/2023
July 25, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ****
Vivint Account #: *******
Date of Agreement: May 10, 2023
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 the system has not worked correctly
since installation. Ms. **** states that the Smart Home Professional
appointments keep getting cancelled, however, she is still being charged. Ms.
**** desires a billing adjustment for the time her system has not been working
properly.
A Vivint representative has attempted to reach out to Ms. ****
regarding this matter via email. After reviewing the account, Vivint has
scheduled a Smart Home Professional for July 26, 2023, to resolve the equipment
issues Ms. **** is experiencing. Vivint has provided a recurring credit in the
amount of $41.46 for 3 months.
Vivint’s records indicate that Ms. **** signed a Purchase and Services
Agreement (“Agreement”) on May 10, 2023. Ms. **** contacted Vivint on several
occasions regarding issues with her panel and camera. Vivint did schedule several
appointments to have a Smart Home Professional go to the home to resolve Ms.
****’s equipment concerns, however, due to unforeseen reasons appointments were
cancelled. Vivint has an appointment schedule for July 26, 2023, for a Smart
Home Professional to resolve the equipment issues Ms. **** is experiencing.
To resolve this matter, Vivint has agreed 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:07/19/2023
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.
One of my security cameras has been offline for almost 2 months. I called vivint tech support and they did not troubleshoot my camera like they usually do ( did not reset my panel, check for updates, restart and troubleshoot camera, etc), they only asked for the model number on the camera that wasn't working.
They wanted me to renew my contract that was just running out and I refused to do so, as I wanted to continue month to month. They kept trying to sell me on upgrading my system and other purchases, so I decided to just cancel.
I waited on hold for more than an hour. While I was in hold, an employee would get on the phone every 20 mins or so, tell me to continue to hold and then place me back on hold without giving me the opportunity to speak. Finally I told them to cancel and got off the call.
I received a confirmation of cancellation email on June 19.
I was then contacted by an employee named Stalee T***** who insisted they were going to help me. Offered a reduced rate, and said they would get a tech out to fix my cameras. Stalee asked me when was a good time for an appointment and offered some options. I replied the next morning with the time slot and date I would be available, and I never heard from Stalee again. I waited at home in the date of the appointment and no one showed up at my home.
Stalee T***** then texted me weeks later and again offered the reduced rate, this time I did not respond.
I saw that in July, I was again billed the full rate and my services had not been cancelled. I emailed vivint again and received the same generic cancellation confirmation that I had received in June, this time stating that I had cancelled my services in July, when in reality this was my second attempt, I had really cancelled in June.Business Response
Date: 07/26/2023
7/25/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** **********
Vivint Account #: *******
Date of Agreement: 7/17/2018
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 lower his monthly payment to $24.99, refund $171.91 and has scheduled
an appointment for the repair or replacement of his camera at no cost on July
26, 2023. 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 LegalCustomer Answer
Date: 07/26/2023
Complaint: ********
I am rejecting this response because:i was contacted by a representative of Vivint. The representative has offered to help me and made an appointment for a technician to show up to troubleshoot my issue, the appointment was scheduled for today July 26, 2023 with a window from 12:00pm to 4:00pm. It is past the appointment window and my technician has still not shown up to troubleshoot my issue.
I have waited here at my house for the 4 hours, during this time, I received an email stating my Vivint account has been cancelled, and a warning message on my Vivint panel states that my service has been disconnected.
The person who contacted me, told me I was free to email her with any issues. Yesterday after talking to the Vivint employee, another employee employee text messages me to offer me a lower rate of$19.99 per month and my next 2 months free of charge. I emailed the employee who had called me (Megan) yesterday in July 25, 2023 and sent her screenshots of the text I received. I also emailed her when my account got cancelled and she has not responded.
The Vivint technician has still not arrived to help me, I have no idea what is going on now.
Sincerely,
*** **********Business Response
Date: 07/31/2023
7/31/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** **********
Vivint Account #: *******
Date of Agreement: 7/17/2018
To Whom It May Concern:
I have reviewed the information provided
by Mr. ********** and
appreciate the opportunity to respond.
A representative from Vivint’s Legal
Department has contacted Mr. ********** via email to further resolve his
complaint.
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: 08/05/2023
Complaint: ********
I am rejecting this response because:A vivint employee contacted me and scheduled me an appointment. The technician had a 2 hour window to be at my house, he arrived an hour later than the 2 hour window. When the technician arrived, he could not climb up my ladder access that leads to my attic where my camera is installed because the weight limit to my ladder access was 250 pounds and he claimed he didn't have a ladder. I then climbed up the ladder, took pictures, relayed the information, then installed the necessary hardware required to fix my problem. The technician had the authorization to replace my camera but he told me he didn't have a camera with him and he couldn't go in my attic to install it anyways
The legal team representative that contacted me, told me she added a protection plan to my Vivint account and that she lowered my monthly bill. When I asked if the Protection Plan came at an additional cost, she failed to respond and answer the question. When I finally did get a response she claimed that she had lowered my bill and still failed to respond to my question of if the Protection Plan costs extra, to which I found out it does.
In reality, before the technician arrived, my account had been canceled. I emailed the legal representative to ask why and how to proceed but did not get a response. I then called Vivint and talked to another representative and when asked the rate I was offered to re-sign, I provided a message from a different representative than the legal rep that quoted me a lower price. My service was then connected at this rate because of my phone call. So in fact the legal representative tried to mislead me by saying she had lowered my bill to the requested price when in fact it was me, and another employee who did so.
I am still have not confirmed the details of my billing after being reconnected because when I called, the answering service at Vivint said that they were closed. I will try again, and as soon as I confirm that I am receiving exactly what Vivint promised me, then I can accept their response.
I included this information because I honestly believe it is Vivint's best interest to provide it's customers with a good experience but I believe they need to be made aware of their employees conduct. Maybe some day, someone who works for Vivint will review these cases in order to learn from them. And feedback like this can be very valuable to a business that wishes to perform better and grow.
Sincerely,
*** **********Business Response
Date: 08/11/2023
8/11/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** **********
Vivint Account #: *******
Date of Agreement: 7/17/2018
To Whom It May Concern:
I have reviewed the information provided
by Mr. ********** and
appreciate the opportunity to respond.
A representative from Vivint’s Legal
Department has reached out to Mr. ********** regarding his additional 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:07/19/2023
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 purchased a home system, and was over sold a lot of products I didn’t need, so I called and returned most of the product, and Vivint will not take it off my balance. The want me to pay for returned equipment. They are over charging me for a door cam and a panel.Business Response
Date: 07/25/2023
July 25, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: May 20, 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 remaining equipment.
Once removed, Vivint will fully cancel 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: 07/27/2023
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,
***** *****Customer Answer
Date: 08/01/2023
Im asking that my case be Re opened because Vivint Home Security has not held up there end of the bargain. They scheduled me an appointment for 7/27/23 one hour before appointment they sent me a text and rescheduled it for 8/1/23 between 12/4 pm I reached out to the support team and they advised me that I wasnt scheduled for anything today. Thank you for your help *********************Business Response
Date: 08/07/2023
August 7, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20343254
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 20, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide 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 Legal
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