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
- 8,431 total complaints in the last 3 years.
- 2,985 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:07/14/2023
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.
viviant came by our house last Saturday and upgraded our alarm. We already had vivint since 2021. They seem to have opened a line of credit for around 2000. We never signed for that. When we got it in 2021 we had SHS and we were set up by the same guy that set us up with vivint. We were having trouble so we called him and he said would take care of it and switched us to vivint. We keep getting calls and bills from shs because we had a contract with them from this sales rep Jonathan T*****. So he knew we were in contract but still switched us to another company. We called him many times telling him shs was still billing us and he would say don't worry about them. I guess he did this just to serve his interest of making more money. He told us he took care of the other company when he switched us to viviant but he never did. So now we have two companies billing us for 3 years.
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: July 28, 2021
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 downgrade the upgraded equipment
back to the original equipment installed. Once downgraded, Vivint will refund
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:07/14/2023
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.
Purchased alarm system on 6/13/2023. We have had to place several calls to the company for defective equipment.
Initially attempted to troubleshoot with online chat did not correct the problem.
Spoke with Cris M***** who remoted into my cell phone to access my home system- did some toubleshooting, which included turning off the main switch in my breaker box, however, the problem was unresolved. Scheduled an appt to have tech come out on 7/11/2023. Tech called on 7/11/2023 and said he was held up and couldn't make it until 7/12/2023. Tech showed up on 7/12/2023 camera worked for less than 24 hours and is malfunctioning. Rep called on 7/14/2023 at 5:57 from Vivint and offered an upgrade to our camera for $250. We declined because the camera we have was defective from the beginning and therefore, we are not going to pay any additional money.Business Response
Date: 07/20/2023
July 20, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: June 13, 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 provide a credit in the amount of $110.00 to cover (2) months of monitoring
service fees in addition to having scheduled a Smart Home Professional for July
22, 2023, to resolve the doorbell camera and door lock issues. 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: 08/31/2023
Good afternoon, This complaint is a continuation of a complaint filed against this company in reference to complaint #********. When the initial sales presentation was made in our home, by the representative, ******, referred to as "Big T", the rep informed us that if we would allow the tech to install the alarm system that night, June 13, 2023, he would offer us a special promotion of 4 months free because of the same day installation. We agreed, therefore, no payments were due until November 16, 2023. I followed up with a phone call to **** Services in which I spoke with **** on 7/16/2023 to confirm that this information was correct. He assured me that no payment was due until November 2023 AND we would also receive $250 referral credit because our neighbor, ***************************, who we referred had services installed on 06/14/2023. We were informed that the credit would be reflected on our bill after ****************** made his first payment in July. To date there is no credit reflected on our statement, however, Vivint mailed a billing statement with a payment due on Sept. 16, 2023. In regards to the previous claim, equipment was no functioning properly and as a result the legal **** ********************************** contact us via email to inform us the company would issue a credit for $110.00. This credit had nothing to do with the credit we are seeking for the special promotion. When I emailed her she stated she knew nothing about the special promotion and therefore refused to honor it. As a new customer, it has been heartbreaking having to deal with a company that refuses to honor their word or be held accountable for their actions. Lying to get customers reveals that the company and its employees lack integrity. We are seeking a credit for the $250 referral bonus and the 4 months free (55 x4 = 250) for a total of $500 we were promised.Business Response
Date: 09/06/2023
September 6, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20324169
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 13, 2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she had several issues with equipment. ****************** states that she attempted to resolve the issue over the phone, however, a Smart Home Professional was scheduled. ****************** states that the issue came back within 24 hrs. of the Smart Home Professional being there. ****************** states that she was offered to upgrade the camera for $250,however, she feels she should not have to pay for defective equipment. ****************** desires a replacement at no cost to her.
A Vivint representative attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** scheduled a Smart Home Professional for July 22, 2023, to either resolve the issue or replace the camera having the issue. The Smart Home Professional was able to resolve the issue. Vivint applied a credit in the amount of $110 to cover 2 months of monitoring service fees and applied a credit in the amount of $250 for a referral credit.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on June 13, 2023. ****************** called Vivint on July 5, 2023,regarding her doorbell camera being offline. July 19, 2023, ****************** called upset due to a constant issue with her doorbell camera going offline. Vivint scheduled a Smart Home Professional to resolve the issue or replace the camera.
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: 09/11/2023
The creditor has offered a credit on the account of $381.04. Although we were denied the credit for the two additionals months that were promised we accept.
****** note the response you received from Vivint in the content in the attached email is not accurate. Vivint did not acknowledge that the tech was sent to our home 4 times because the initial installation was done incorrectly AND the equipment wasn't working. We are sorely displeased with their lack of integrity. At this point, we are accepting and moving forward.Initial Complaint
Date:07/14/2023
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.
Five years ago today we got suckered into a 5- year contract with Vivint, but were lied to and told it was for 3. Sent an email in May 2023 instructing to cancel on the last day of our contract. One month early, they turned our service off and charged us an early cancelation fee. After multiple phone calls they turned our service back on and refunded the early termination fee. They said to send a new cancelation email (by this time it was less than 30 days) but were assured it was OK and would be turned off July 13 with no more money taken out of our account. Of course this morning, July 14, still had service and a $99 charge from our checking account. Again, after a lengthy phone call we are "assured" our $99 will be refunded Monday and service will turn off on July 23.I can only assume this will not be done. Oh, at first they also tried to tell us we had to pay a monthly payment on the last day of our contract for the last month. I had to instruct her on the math. We made our 1st payment the first day of the contract for that first month to follow. We weren't paying for the month following our cancelation. This company is horrible.Business Response
Date: 07/20/2023
July 20, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20323751
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 13, 2018
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the monitoring service effective July 13, 2023. ******************** has no further obligation to Vivint. ******************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/20/2023
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:07/14/2023
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.
We signed up for Vivint in 2019 from an unsolicited salesman. He told us that the sales agreement was for the equipment loan and the service was month to month. Now we have moved and want to cancel our service after multiple equipment issues. When I called, I found out we are under a service contract until August, 2019, despite what the salesman's original verbal contract. We want to end the contract.Business Response
Date: 07/20/2023
July 20, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20332749
Complainant: *****************
Vivint Account #: *******
Date of Agreement: August 20, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he signed up for Vivint services in 2019. ************** states that he was told the agreement was for the equipment loan and month-to-month service. ************** states that he now wants to cancel due to moving and has been told he is in a 5-year contract. ************** desires to cancel the monitoring service agreement.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service agreement effective July 20, 2023, however, ************* will remain responsible for the balance of the equipment loan with Citizens.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on August 20, 2019. ************** called Vivint on July 14, 2023, due to moving and stating that he did not want to take the equipment with him. ************** stated that he was not aware of a 5-year Agreement;the sales representative informed him that it was a month-to-month agreement. Vivint applied a 3-month deferment on the account for assistance.
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 LegalCustomer Answer
Date: 07/21/2023
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:07/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Have contacted vivent 4 times over the last 3 months for proper account crediting and or refund to account My credit is not being applied to the bill directly.Last attempt yielded today was An attempted resolution for the amount which should be 65 and change or higher as told by ***** on 6/26 After being forwarded 3 times with bad headset issues to speak to someone who could hear me properly todays resolution is to email the "billing clean up team" The bottom line is i am owed a credit or refund and as such Have not received it. AT this point if the credit billing team fails to refund or adjust my account properly I'm willing to accept Vivent physically cut me a Check and mail it to me..Business Response
Date: 07/20/2023
July 20, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20322265
Complainant: ***** Foliart
Vivint Account #: *******
Date of Agreement: March 10, 2020
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** via phone to resolve his concerns. ****************** may contact ********************************** / ************) directly if he 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: 07/22/2023
Complaint: 20322265
I am rejecting this response because:
1. You did not specifically state what the resolvement was.2. The amount is still in dispute despite despite a difference of what was stated over the phone by the legal representative. Please completed the requested account review as PROMISED by last representative on July 14th. on a recorded phone call.
Specifically stated over the phone was I officially requested the account correction team correctly address the concern of WHAT exactly is owed I'm told the actual total credit was around 65 and change... By ***** on June 26th
Second problem Your chat representatives are NOT applying credits for shipping for replacement Security system to the bill despite getting "authorization" over the phone. and promising it would be applied to the account. Applying a credit to the account that doesn't apply to the bill is not applying a credit that can be used by the customer after they've been billed incorrectly to begin with. if the fee is going to be waved then it shouldn't have applied which creates an unauthorized charge for an amount not agreed to in my monthly bill, this was confirmed again on the 14th of July
problem 3 A number different was stated over the phone than my resolution... I agreed to 65 and change as previously stated by the rep with a completion of a review for the proper amount refunded... as a previous credit is also standing on my account. I expect the company to Payout what is owed as a credit since it can't apply it to my bill correctly.
The resolution is that you're going to refund to my card which has been attempted now 3 times and denied authorization with the last representative. However the refund to my card NEVER complete's as a transaction.
I'm still awaiting a proper resolution. If this fails I expect *********** to Do an account overview and physically mail me a check for the credit so i can apply it to the bill myself...
Secondly I expect the company to figure out what's going wrong within the billing system that its not being applied to the bill as a negative balance. Frankly if this this attempt fails I will be contacting the ***** Ag about the inept business practices of applying a credit to your accounts that actually does what its supposed to and applies to the balance of an account.
Sincerely,
*************************Business Response
Date: 07/28/2023
July 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20322265
Complainant: ***** Foliart
Vivint Account #: *******
Date of Agreement: March 10, 2020
To Whom It May ***************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.
Vivints record indicates that on July 20, 2023, a refund in the amount of $50.31 was issued to Mr. ******** credit card ending in 8431.
****************** may contact ********************************** / ************) directly if he has not yet received this refund or if he 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: 07/31/2023
Complaint: 20322265
I am rejecting this response because:The full complaint has not been resolved i have not received conformations from your billing department or otherwise regarding the status of the account billing review. I was told there were previous credits other than the amount stated by previous representatives. I would like that amount verified in a simple YES or no The ammount is correct manner...
I will NOT contact you by phone, or waylay this forum in *** of personal emails or non recorded conversations via phone calls during a formal business complaint. Thus far, no one has confirmed or denied that the account billing correction department has reviewed my account or finished reviewing it. Only the resolution of contact for a specific amount rom a legal team. I am beyond dismayed at the lack of communication to admit that something was done properly through correct channels and appropriate responses. Frankly you all need to have a third party company evaluate your business practices for efficiency with what i've witnessed as a customer over the course of the last year, the fact that I had to file a bbb complaint to receive a refund says your business practices are questionable at best.
Sincerely,
*************************Business Response
Date: 08/02/2023
August 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20322265
Complainant: ***** Foliart
Vivint Account #: *******
Date of Agreement: March 10, 2020
To Whom It May ***************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Vivints record indicates that on July 20, 2023, a refund in the amount of $50.31 was issued to Mr. ******** credit card ending in ****. ****************** may send his bank statement for the card ending in **** if he has not yet received this refund.
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:07/14/2023
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.
Ive had nothing but issues with them since day one. Service call after service call and lies and manipulation from the service contractors and Vivint themselves. Every device randomly goes out, and today is the last straw after 3 years of them doing this. I follow all of their recommendations and instructions multiple times over for troubleshooting yet nothing works, they even installed my camera against my wishes so low you could rip it out. They fixed that but told me I had to get someone to fix it and they would eventually send out a check for it up to a small amount that doesnt cover repainting the scars and holes. Anytime someone walks up to my doorbell camera it freezes and goes offline for 4 or 5 hours even with troubleshooting. They came out 3 or 4 times and refuse to replace and dont have an answer. Today my backyard camera is doing this, but its been offline for 24HRS now. Now after dealing with their horrible customer service attitude I forced myself to call in. They told me I have to be there at home to fix it. And do all the same things I did 4 - plus times already. Then was told they cant help. Sorry. They are not providing the service or the cameras I pay for. And they refuse to remedy the situation when they have had around 10 separate occasions to. They have records of all the service calls and even tried to call me a liar directly on the phone when I said I have your techs service call sheet in my hand and they said they never sent anyone. They are adversarial and very rude when asking for help.Business Response
Date: 07/20/2023
July 20, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20322190
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 13, 2020
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 complete a full system check and to replace any equipment deemed necessary with same/like equipment at not cost.Vivint also agrees to lower the monthly service fee $15.00 by removing the (3)$5.00 video service fees for the remainder of the agreement. ********** 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: 07/20/2023
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:07/14/2023
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 vivint in 2022 and within the first 2 weeks kept having problems and spoke woth the initial installer Kevin he stated I had to wait 30 days to return the products I have called every month since trying to return the product as I keep having problems the supervisor daniel said I cannot unless citizen loan agreed to cancel the loan for the equipment when I advised I spoke with them and they are he then stated they simply cannot do it. I'm still having trouble le to this day woth the equipment and no one will help they say to send a tech out to help me it's $200Business Response
Date: 07/20/2023
7/20/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *******
Vivint Account #: *******
Date of Agreement: 5/28/2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******* and
appreciate the opportunity to respond.
In her complaint, Ms. ******* requests
cancellation of her account.
To assist Ms. *******, Vivint is willing
to cancel her monitoring account without penalty.
However, it should be noted that on May
28, 2022, Ms. ******* signed a 60-month System Purchase and Services Agreement
("Agreement”). As such, Ms. ******* is technically under contract until
2027.
Despite this information, Vivint agrees to
the resolution above.
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: 01/18/2024
Since having vivnt installed 2 year ago in July, I have been trying to return the equipment as it has been faulty since day 1. After months ans non stop calls with no result. I filed a complaint and they said it would be taken care of they canceled my contract but never took back the equipment and removed my debt with citizens loan. I called again and was told vivint does not do this but when I spoke to a supervisor they said they did but won't. After I was already told they would!.Business Response
Date: 01/22/2024
1/22/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20321818
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 5/28/2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
Vivint has agreed to forgive Ms. ******** line of credit with Citizens. Vivint has backdated the forgiveness to July 20,2023, when the service account was forgiven. ****************** will receive a refund of equipment payments made since July 20, 2023.
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: 01/22/2024
Complaint: 20321818
I am not rejecting. However, I do need more clarification. Thank youCustomer Answer
Date: 01/23/2024
I was just wanting to verify that vivint will take back their equipment. Also I agreed woth citizens that the money I already paid would be like a rental Deal and the remaining balance I listed still owes and vivint was suppose to send them a check for it and pick up their equipmentBusiness Response
Date: 01/30/2024
1/29/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20321818
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 5/28/2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
Vivint is not interested in removing the equipment.Ms. Garibays account has been cancelled and the remaining amount on her line of credit has been forgiven. ****************** has no further obligation 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 LegalInitial Complaint
Date:07/14/2023
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 approached at 7:30pm by a salesman. I've been burned in the past by salesmen in our neighborhood so I carefully asked many questions. I was assured we have a 30 day trial period. This sounded perfect as we were leaving for a 2 week vacation and wouldn't get to use the system outside of monitoring from afar. Our son broke his arm and bankrupted us two weeks after installing the system. I've been trying to cancel for four days now. They refuse to honor the trial. After hours of back and forth I was assured they would contact the salesmen and get confirmation. They haven't been able to reach him for daysm I was assured if they can't get a hold of him in 48 hours they would still honor the 30 day trial. 48 hours go back and nothing. So I call in again just to be told to give them 24 hours for them to listen to the call then they will call us back at 11am. No call. In fact, I think they won't call at all as they are trying to drag this out. They keep ******** me trying to get me to stay. I WAS going to renew it after we paid of my child's arm but after all this shady business? No. I'm currently on hold as there isn't a supervisor or manager around EVER when I call. I RECORDED THE CALLS OF THEM PROMISING TO HONOR THIS AND YET Can't GET THROUGH TO ANYONE. SOMEONE HELP ME CANCEL AND HONOR THE SALESMEN PROMISE. QUIT Harassing US Trying TO GET US TO STAYBusiness Response
Date: 07/19/2023
July 19, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20321542
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 22, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he was assured that he would have a thirty (30)-day trial. He states that he decided on cancellation due to financial issues. He states Vivint refuses to honor the thirty (30)-day trial. ******************** states Vivint told him that they would contact the sales representative to confirm the trial and if they could not get ahold of him within forty-eight (48) hours, they would honor the thirty (30)-day trial. He states he has heard nothing back. ******************** desires to be contacted by Vivint.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint has provided cancellation of the account, removal of the equipment, and a refund of all payments made to Vivint.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on June 22, 2023. Records show on July 11, 2023 ******************** requested cancellation of the account, he declined all offers made and stated he was given a thirty (30)-day trial period. July 13, 2023 ******************* again requested cancellation, Vivint attempted to contact the sales representative to confirm the extended trial period, the contact attempt was unsuccessful.July 14, 2023 Vivint scheduled a system pull and submitted the account for cancellation.
With the information provided, Vivint has cancelled the account of ******************* as requested. ******************** 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:07/14/2023
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 purchased a Vivint home security system in March of 2020 (right before pandemic started) based on the recommendation of a friend. The company should never have installed the system in our home: we are too remote and house is too big. The system never worked properly and I ended up installing a new system with our former security company. Since we had purchased the Vivint equipment outright, it is still installed in our house. They charged us each month for monitoring and have been so difficult to deal with that when I would try to cancel they would try to sell me more equipment. It was just so frustrating that I would just drop it. However, last month I decided once and for all to cancel the service. I sent emails on June 13, 2023, they reached out (trying to sell more and keep me) I insisted I was determined to cancel and would like the charges to stop. They said they would cancel and send me a check for the prorated amount since I was charged three days prior to my email. Since then, no word from them so I sent another email on July 10, 2023 the day before I knew I would be charged this month reiterating my desire to cancel and NOT to charge my credit card. I just checked my credit card and I was, in fact, charged this month on July 11th. Please help me cancel this account. If they can refund my prorated amount for June and total amount for July, I would appreciate it but what I really want is for them to cancel my account immediately and to stop charging me each month.Business Response
Date: 07/20/2023
7/20/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: 2/10/2020
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
Ms. ********’s account has been cancelled and refunded . 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:07/14/2023
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 given a promotional deal with “free equipment “. After the new system was installed and working, all was well. Then I got 2 new bills, one was from Vivint. A service fee, fine, happy to pay it. I also received a bill from a company called Fortiva. I had never heard of them so I called to see who they are and why did they want money. Turns out Vivint opened a credit card in my name, maxed it out almost $4k for my “free equipment “.Business Response
Date: 07/20/2023
7/20/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: 7/4/2022
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 was unaware of his line of credit for equipment with Fortiva.
To assist Mr. *******, Vivint has lowered
his monthly monitoring cost from $35.66 to $19.99.
Vivint’s records indicate that prior to
the installation of any equipment, Mr. ******* completed a Pre-Installation
Survey with Vivint’s Account Creation department. Every customer must complete this
Pre-Installation Survey, and if a customer does not pass the survey, Vivint
will not enter into an agreement with the customer and will not install any
equipment in the customer’s home. The
purpose of the survey is to verify certain information, ensure that the
customer understands Vivint’s offer, and confirm the terms and conditions of
the Agreement. Our records show that Mr. ******* completed the required
Pre-Installation Survey on July 4, 2022.
During the recorded Pre-Installation
Survey, Mr. ******* acknowledged his approval for the Fortiva line of credit
for equipment. Further, Mr. *******
represented that these terms were clearly outlined on the Agreement and that
Vivint’s representative did not make any promises or commitments which were not
written on the Agreement. Vivint relied
on Mr. *******’s representations to ensure that he understood his commitments
to Vivint as outlined in the Agreement.
Due to the information above, the line of
credit is valid. However, Vivint agrees to the resolution above.
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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