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Business Profile

Security Systems

Vivint Smart Home

Headquarters

Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see

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Vivint Smart Home has 6 locations, listed below.

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    Customer Complaints Summary

    • 8,407 total complaints in the last 3 years.
    • 2,982 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/07/2022

      Type:Billing Issues
      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 contacted Vivint on 12/07/22 to attempt to purchase a door bell camera with installation I wanted the Black Friday price the representative from the loyalty department stated he wouldnt be able to honor the Black Friday price, however he could take $100 off the retail price if $249 & waive the $100 installation fee. The representative noticed that I didnt not have a credit card on file (I have significant credits from referring multiple customers to purchase a vivint system. As a result I needed to be transferred to the billing department I was able to add a credit card to my account to purchase the door bell camera (I didnt want to use my credit for the purchase), after getting transferred multiple times and spending over an hour on the phone, ***** from the loyalty department stated he saw in the notes that I was offered the door bell camera for $149 but he didnt see in the notes that the $100 installation fee would be waived. ***** stated he would request a separate department to listen to the recording to see if I was telling the truth he also sent a message to the rep who made the promise. ***** also refused to allow me to speak to his supervisor *****. I was appalled to be accused as being a liar. I mentioned to ************ would cancel my service after filling a complaint first. He tried to offer me 1 month free however I have a credit and already do not pay a monthly bill, this was a failed attempt to get me to pay for the installation. I enjoy Vivints monitoring and attention to detail when it comes to trouble shooting equipment, however their customer service continues to be horrible. All I wanted to do is add equipment to my account and Vivint failed to get that correct. Im very disappointed.

      Business Response

      Date: 12/13/2022

      A legal representative from Vivint has recently contacted ************** to resolve his concerns. Vivints record indicates that this issue is being resolved to **************** satisfaction.  ************** may contact Vivints representative 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 Legal

      Customer Answer

      Date: 12/13/2022

       
      Complaint: 18541412

      I am rejecting this response because: Vivint has done nothing to compensate me for the difficulties they put me through a credit to my account would have be sufficient, instead I had to wait for multiple days to get the item that I initially requested but was accused of not being honest about what was offered. Vivint pulled the phone recording and realized I in fact was correct in what I was saying.

      Sincerely,

      *********************
    • Initial Complaint

      Date:12/07/2022

      Type:Customer Service Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have spoken to Vivint over 10 times and now my wife has talked to them about 5 times. They keep telling us they understand our situation and they will fix the issue and make sure our old account is completely closed out. Vivint keeps leaving our account open even though its paid off since -November 2021. I am in the military and my wife is a teacher. We dont have time to constantly be calling and being on hold with this company and they keep telling us they understand and it will get resolved, we are on week 3 and still nothing has been done. Its been over a year I been paying on an old account that was already paid off since last year in November. I am honestly fed up with this company and about to legal involved because we keep getting lied to and money taken out of our account for an account that is closed out. *** talked to ****************** several times about this and admits they shouldve closed out the account but will not do anything to help me. This is ridiculous and poor customer service. If you know your department didnt follow through with what they were supposed to do, why would the customer have to pay the price for their mess up?

      Business Response

      Date: 12/14/2022


      December 14, 2022



      Better Business Bureau of ****
      *************************************************************** 84129


      RE:    Consumer Complaint Case #: 18541165
                 Complainant: *********************
                 Vivint Account #:*******
                 Date of Agreement: 12/10/2021



      To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

      In his complaint, **************** explains that he has been attempting to cancel his previous account since November 2021, however, it has remained active. ****************** current account is also in collections.

      At this time, Vivint is willing to cancel ****************** previous account and backdate the cancellation to November of 2021. Additionally, due to the confusion regarding the double charges, Vivint has removed his current account from collections.Mr. Angells current account will soon be reinstated.

      A representative from Vivint has contacted **************** via email in case he has any questions or concerns.

      If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.    


      Sincerely,

      Vivint Legal
    • Initial Complaint

      Date:12/07/2022

      Type:Product Issues
      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 Vivint the morning of November 15, 2022 to cancel my services with the company, only to be harassed by the company. The service rep that I spoke with that morning gave me the impression that the company would make it hard on me to cancel my services. I had to answer questions by the rep rejecting each offer that he asked me. Finally, he sends an email to me with a return email for me to cancel my services with the company. I send the documentation that was asked of me, and I never received a confirmation email. I contact the company on 12/7/22 and the rep tells me that she never received any type of email. I told her to put her supervisor on the phone and she did. He proceeds to tell me that the email that I sent goes to another department and that my information has not been logged into the system for him to view. Therefore, he sends me his company email and asked me to forward my previous cancellation email that I sent on 11/15/22 to him. He then tells me that he did receive the email and that my services should be canceled by the end of this week. This company is full of deceit and I am not please with the company.

      Business Response

      Date: 12/13/2022

      December 13, 2022



      Better Business Bureau of ****
      3703 ********
      **************, **** 84129

      RE:    Consumer Complaint Case #: 18540995
                 Complainant: **********************;
                 Vivint Account #: *******
                 Date of Agreement: August 12, 2009
           


      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 cancellation of the account effective December 7, 2022 and to provide a refund from that date forward. **************** 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

    • Initial Complaint

      Date:12/06/2022

      Type:Order Issues
      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 am writing this to whom it may concern:
      I called Vivint multiple times in regards to me not being able to have Vivint hooked up in my home anymore at the request of my rental company. They requested that I remove all devices or I would have to pay a major fine until all equipment is removed. The equipment is not communicating with the Hvac system correctly as well as they can not access home with keypad lock on the door. I advised them that my current lease is a 5 year lease, meaning I can not use the equipment or move it to another address. They even suggested that I give equipment to someone else and I continue to pay for it.

      I told Vivint that I needed devices removed and services canceled. When I call in they never offer to remove the equipment and only continue to address the loan. The amount to finish paying for the equipment is outlandish. I want to return the equipment, which I haven't even had a full year yet, but they won't let me out the agreement. When i asked to have someone remove the equipment most recently they sent a technician to my home after 9 PM which is totally unacceptable. I would just like to get rid of the company since I can no longer use it and will not have a need for it within the next 5 years, but they are making it a hassle to cancel and remove the equipment from my home without penalty.
      Initially when getting the equipment installed I was told by the sales rep that there would be no running of my credit and it was a hard hit not soft and that it could be canceled without charge or penalty at any time. I let both of those issues go and continued to be a customer, but it seems as though you all do not care about the hardship you are bringing to me, one of which I may be evicted if the system is not removed from my home. I have two small children and can not risk eviction in addition to the amount they are trying to charging me to pay off the devices.

      Business Response

      Date: 12/13/2022


      December 13, 2022



      Better Business Bureau of Utah
      **** * **** *
      Salt Lake City, Utah 84129


      RE:    Consumer Complaint
      Case #: ********
                 Complainant: *******
      *****
                 Vivint Account #:
      *******
                 Date of
      Agreement: 4/25/2022



      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 ***** and a resolution has been agreed
      upon. At this time, Vivint has agreed to remove the equipment from Ms. *****’ home.
      Additionally, Vivint has agreed to cancel the account and Citizens line of credit.
      Ms. ***** will receive a full refund of all monies paid to Citizens. 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 Legal


      Customer Answer

      Date: 12/14/2022



      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 am still waiting on cancellation documents from this company as they have only called and not sent a follow up.



      Sincerely,



      ******* *****
    • Initial Complaint

      Date:12/06/2022

      Type:Service or Repair Issues
      Status:
      ResolvedMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      In August 2022, We purchased a vivint smart home set up including 3 cameras, spot light, doorbell and garage door opener. It was upposed to also include a smart thermostat, but we still have not recieved it, even though we were charged for it. We had an existing camera and doorbell set up. We were told that the Vivint system was far superior because it was a smart home and security system. So we went ahead with the purchase. NONE of the system works. The camera sometimes record, but that is it. The garage door opener has never worked. We were told we would receive a refund, but instead we received a credit "for the inconvenience". The camera do not register when people come into line of sight, and they are set to the most sensitive setting. We had people in our back yard, directly under the camera on our deck, and they did not register the camera to start recoding. My daighters car was broken into, directly in front of our house and line of sight of TWO separate cameras, and neither one recorded it. The deter NEVER works. It does alert in the middlesl of the night for BUGS in front of the camera, but not when there are actual people lingering in our driveway. The doorbell does not ring inside the house or through the cameras as advertised. It also does not ring to the phone to alert of someone pressing the doorbell. The doorbell does not allow people to speak to you through it as advertised. People can hear you, but you cannot hear them. The entire purpose of a home security system is to protect the home. This does NOT do that. It absolutely does not work at all. I have contacted customer service several times and they refuse to allow me to file a formal complaint. This is 100% a bait and switch type situation to get you locked into a contract. I am paying for goods and services I have not and am not receiving.

      Business Response

      Date: 12/13/2022

      December 13, 2022



      Better Business Bureau of ****
      *************************************************************** 84129


      RE:    Consumer Complaint Case #: 18531806
                 Complainant: *********************************
                 Vivint Account #:*******
                 Date of Agreement: 8/27/2022



      To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.

      In their complaint, ********************************* explains that the system is not working properly. ********************************* requests a full refund.

      If an issue with the system exists, Vivint requests the opportunity to inspect the system and make any necessary repairs. In an effort to resolve this dispute,Vivint has waived all costs associated with its technicians visit and any respective repairs. Additionally, Vivint will agree to cancel the Agreement if its technician determines that the alleged issue with ****************************** system cannot be repaired. A representative from Vivint has contacted ********************************* via email to further discuss their concerns if desired.

      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

      Customer Answer

      Date: 12/20/2022

      I did receive correspondence via email from Vivint Legal.  She confirmed my scheduled technician appointment on December 17, 2022 at 4pm. She encouraged me to reach back out to her after the appointment. 
      I received a text message the morning of the scheduled appointment stating to call about my appointment. After I was forced to remain on hold for 20 minutes to get through to anyone, I was told I have an open ticket but no scheduled appointment.  I have email proof of the appointment, which was also confirmed on the previous email from Vivint.
      I was then required to sit on hold for another 20 minutes while the agent "escalated the ticket" so he could get it scheduled. I was then told he would have to call me back because he "had to wait for someone from the scheduling department to respond."  I did not receive a call back. I attempted to return the call and the wait time was 40 minutes. 

      This is absolutely ridiculous.  I am being required to pay for equipment and services that do not work as advertised.  I find it quite convenient for Vivint that my appointment was canceled by vivint on the morning of the appointment, with no reason. Then Vivint is unable to reschedule said appointment, and again, no reason given. 

      I finally received a call back. The next available appointment is not until January 7.  Three weeks from now.  I am not happy. This is the worst experience that I have ever had with any type of company.   I just want to cancel everything. 

      I sent this same information to Vivint legal on December 17, 2022 around 8am MST.  As of December 20, 2022 at 310pm MST, I have not had any type of response. 

      Business Response

      Date: 12/27/2022

      December 27, 2022



      Better Business Bureau of ****
      *************************************************************** 84129


      RE:    Consumer Complaint Case #: 18531806
                 Complainant: *********************************
                 Vivint Account #:*******
                 Date of Agreement: 8/27/2022



      To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.

      Vivint apologizes for any inconvenience the rescheduled appointment may have caused.Vivint has added an additional month credit to the account.

      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

      Customer Answer

      Date: 12/27/2022

       
      Complaint: 18531806

      I am rejecting this response because:this does not in anyway address or solve my initial complaint. This is a generic response . It is beyond ridiculous that my concerns are not being taken seriously.  Vivint products and services are not at all as described. And the customer service is even worse. I don't want a credit. I want a refund and the system removed. 

      Sincerely,

      *********************************

      Business Response

      Date: 01/04/2023

      Tell us why here...January 4, 2023



      Better Business Bureau of ****
      *************************************************************** 84129


      RE:    Consumer Complaint Case #: 18531806
                 Complainant: *********************************
                 Vivint Account #:*******
                 Date of Agreement: 8/27/2022



      To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.

      To assist **************************, Vivint is willing to cancel and refund his account upon receipt of the equipment. A representative from Vivint has contacted ************************* via email to schedule a system removal appointment. Following the appointment, Mr. ************ account will be cancelled and refunded.

      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

      Customer Answer

      Date: 01/07/2023

       
      Complaint: 18531806

      I am rejecting this response because:
      I have received email communication from Vivint.  However, it is taking days or weeks to get a response when I email back. I received an email it was offered to have the system removed and refunded, but I am unable to schedule this as I cannot get a response via email. 
      Sincerely,

      *********************************

      Customer Answer

      Date: 02/17/2023

      After several months of faulty equipment, complaints and cancelled appointments, vivint finally agreed to remove all of the equipment for a full refund. The equipment was removed January 21, 2023. I am STILL being charged for the equipment and vivint service as of February 16, 2023. I have a copy of the receipt proving that the system has been removed, and I have emails promising the refund. I have reached out to vivint twice for assistance regarding this. The first time I was told that I need to allow two weeks for the system to process the refund. I called again after the two week window and was told there was no record of any refund promised. Furthermore I was told that i would continue to be charged the full amount for the equipment and service eventhough everything had been removed and returned. I was told that I should reach out to the person who promised the refund. I have left several messages and sent several emails and have not recieved any type of response.

      Business Response

      Date: 02/24/2023

      February 24, 2023



      Better Business Bureau of ****
      *************************************************************** 84129


      RE:    Consumer Complaint Case #: 18531806
                 Complainant: *********************************
                 Vivint Account #:*******
                 Date of Agreement: 8/27/2022



      To Whom It May ******************************* account has been cancelled and fully refunded. ************************** 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 Legal

      Customer Answer

      Date: 02/24/2023

       
      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:12/06/2022

      Type:Order Issues
      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 finally was able to get a hold of vivint to cancel my contract and I was told that I am in a 5 year contract. When I purchased the home security system years ago, I was told I was on a 2 year contact, which was the timeframe they spread out the equipment payments. I paid my equipment off after 6 moths. I continued to pay for over two years. Now they are telling me I am in a 5 year contract. No way, I would have never signed up for 5 years, I don't even finance cars for that long. This is just another example of why I am canceling my contract. Everything they say is a lie! I want my contract cancelled as I was told it was a 2 year contract and that time has past.

      Business Response

      Date: 12/12/2022

      December 12, 2022



      Better Business Bureau of ****
      3703 ********
      **************, **** 84129



      RE:   Consumer Complaint Case #: 18530614
                Complainant: ***************************
                Vivint Account #: *******
                Date of Agreement: July 13, 2020
               

      To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond. 

      In her complaint, ****************** states that she contacted Vivint to cancel her contract and was told she was in a five (5) year contract. ****************** states that when she signed up with Vivint she was told the contact was for two (2) years. She states that her equipment was paid off in six (6) months. ****************** desires cancellation and no further contact by the business.  

      A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and its associated fees. ****************** will remain responsible for the past due balance of $113.61 with Vivint and must provide proof that the equipment has been paid off. 

      Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on July 13, 2020. Records indicate that ****************** took part in an audio and video recorded Pre-Installation Survey. In this survey ****************** acknowledged and agreed to the contract term of sixty (60) months. Records also show that the Agreement signed shows a sixty (60) month term period. 

      With the information listed, Vivint offers 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 Legal

    • Initial Complaint

      Date:12/05/2022

      Type:Order Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On February 12,2022 two associates of Vivint came to my home to set up Vivint equipment. One proceeded to install the equipment as the other (*************************) said they would be explaining my services and getting me to sign a few documents. I had to do a credit check for the equipment and was approved to be able to finance the equipment. They never gave me the total of what the equipment was I later found out the total of the equipment the next day which was ******. I wasnt made aware that the equipment only works with Vivint services after I specifically said to ************************* the concerns about other services. Then he reassured me that I was able to cancel long as I did a written cancellation and it would take 30 days and no longer. When he was having me give my signatures on the tablet he had he would swipe completely to the bottom and just explain to me the section I was signing. He never specified that it was a 60 month contract for the Vivint services. He only stated that I would be responsible for the payment of the equipment if I canceled the services. I sent Vivint a cancellation notice on July 12,2022 and they didnt contact me until September 9,2022. This is the day that it was explained to me that I was in a 60 month contract for services. I immediately asked to speak with a supervisor because I was not aware of any 60 month contract only my responsibility of the equipment. I got no results with the supervisor they only where trying to get me to continue the service. The supervisor was offering me all types of deals and discounts when I just simply wanted to cancel. My account number is *******. This was a complete fraudulent act due to the lack of information by the sales representative. Im stuck paying for equipment that I cant use with any other service provider because I was given misleading information.

      Business Response

      Date: 12/12/2022

      December 12, 2022

      Better Business Bureau of ****
      3703 ********
      **************, **** 84129

      RE:   Consumer Complaint Case #: 18528481
       Complainant: Altwanet Owen 
      Vivint Account #: *******
      Date of Agreement: February 12, 2022
               
      To Whom It May ***************** have reviewed the information provided by Ms. ***************** and appreciate the opportunity to respond.

      A legal representative from Vivint has attempted to contact ************ via email and phone to resolve her concerns. 

      Vivints records show that ************ signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $741.98 that was financed through Fortiva, plus applicable taxes, during that term. 

      ************ 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 Legal

    • Initial Complaint

      Date:12/05/2022

      Type:Billing Issues
      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.
      December 5, 2022 I called vivint to let them know that I haven't received my bill for November 2022 they try to say I owe $60 and some change so I ask why do I owe that much money they say for the late fee for September and November I let them know I had to call and complain in October for the same reason because I'm not receiving my bill through the mail but they still trying to hit us with a late fee and the also went up on the bill without contacting me to inform me about fee changes. I finally got with a so called supervisor to correct the problem so I thought the bill now was supposed to be $30 a month and that everything was correct now and I would receive my bill like I used to get them every month so I paid what vivint agent said I owed them here come November rolling by and now they do again I wonder how much they done this to my mother before so I asked them to just cancel her service then they want to say she's under contract with until **** so if that is true how can they do what they want as far as how much they charge month to month

      Business Response

      Date: 12/09/2022

      December 9, 2022

      Better Business Bureau of ****
      3703 ********
      **************, **** 84129

      RE:   Consumer Complaint Case #: 18525768
       Complainant: ***************;
      Vivint Account #: *******
      Date of Agreement: March 20, 2015
      Date of Addendum: October 10, 2022
               
      To Whom It May ***************** have reviewed the information provided by Mr. *************** and appreciate the opportunity to respond.

      Vivints record indicates that the account is under ***************************** and cannot be cancelled without a notice of cancellation from **************. Or a document from Mr. *************** indicating that he has the legal right to cancel Ms. ****** account.

      ************** or ************** may contact ********************************** / ************) the requested document in order to cancel the account. 

      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

      Customer Answer

      Date: 12/11/2022

       
      Complaint: 18525768

      I am rejecting this response because: I let them  know more  than one time  that my mother  is suffering  with  dementia and also letting them  know i have power of attorney. There is always  something  with there  services whether it her not receiving  billing statements or when she does  they are hitting her with late fees. There other times where  she's  had issues with the service where  she asked them to  send out a technician they refused. Now when I finally  tell them to cancel service  first they lie and say they  have  a contract  with  my mother whose  been with them ten years  plus now there trying  to get  over on her again and say  she's  under contract for two  more years and my mother's  had dementia  since  2020 so they are lying  I've been paying  her bills  since 2019

      Sincerely,

      ***************

      Business Response

      Date: 12/16/2022

      December 16, 2022

      Better Business Bureau of ****
      *************************************************************** 84129   


      RE:          Consumer Complaint Case #: 18525768
                                   Complainant:***************
                                   Vivint Account #: *******
           Date of Agreement: March 20, 2015
           Date of Addendum: October 10, 2022

      To Whom It May ***************** have reviewed the additional information provided by Mr. *************** and appreciate the opportunity to respond.

      Vivint stands by its previous resolution.

      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
    • Initial Complaint

      Date:12/05/2022

      Type:Order Issues
      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.
      December 3, 2022

      Complaint about Vivint, Inc. ****
       And, **** * *** * Provo, Utah 84604

      By ***** ******
      assisted by her daughter, ****** *********
      *** ***** ****** Augusta, Ga. 30904 ***** *** ****

      Dear Better Business Bureau,

      To summarize:

      My 87 year old mother, had a security system agreement with Vivint. After continued issues with the service, including them sending her parts and telling her to fix it herself, as well as sending her parts to replace on her “outdated” system that they installed, it was decided to switch services. After all, we could not get a technician to come to the house and the system was useless. In May, 2021, I phoned and asked them to cancel services to which they agreed.

      By June 10, 2021 they had not done as asked so I called again. I was informed that ***** ****** had signed a contract with them. I asked to see a copy of said contract, they then backed down and said the contract was verbal and on the phone. They volunteered to call us back with the recording. There was no return call. I called again and was assured that the service was canceled.

      In early 2022 we begin receiving bills with charges being added every month. I called again and was told to wait for a code to be sent to us in the mail to confirm our identity. Nothing arrived. Bills kept coming and mounting. I called again, and after being transferred multiple times, the call was dropped. This happened repeatedly. I can not reach anyone able to help.

      Resolution desired: Because there is no current contract with ***** ******, we desire for Vivant to stop billing ***** ****** for a system long out of use. The current bill is for $268.05 and is from Vivint collection service.

      Thank you,
      ***** ******
      ****** *********, daughter
      *** *** ****

      Business Response

      Date: 12/12/2022

      December 12, 2022



      Better Business Bureau of Utah
      **** * **** *
      Salt Lake City, Utah 84129


      RE:    Consumer Complaint
      Case #: ********
                 Complainant: *****
      ******
                 Vivint Account #:
      *******
                 Date of
      Agreement: 8/8/2008



      To Whom It May Concern:

      I
      have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.

      In
      her complaint, Ms. ****** explains that she previously requested cancellation
      of her account, however, the account is now in collections. Ms. ****** requests
      the account be cancelled.

      Vivint’s
      records show that Ms. ****** previously extended the term of her Agreement, as
      such, her account was not eligible for cancellation. Ms. ******’s account was
      sent to collections due to non-payment.

      Despite
      this information, Vivint has agreed to close Ms. ******’s account without
      penalty. Ms. ****** has no further obligation to Vivint.

      If you have further questions or concerns
      regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention
      Department 160 – Legal.    


      Sincerely,

      Vivint Legal

      Customer Answer

      Date: 12/12/2022



      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:12/05/2022

      Type:Billing Issues
      Status:
      AnsweredMore info

      Complaint statuses

      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have repeatedly called Vivent to cancel the security system monitoring after fulfilling over 5 years of the service contract. I called back in June 2022 to cancel, complied with the requirements to cancel & then continued to get charged. I called again in October & re-sent required information AGAIN. We continued to get charged. I called in November & the person I talked to said it shows it is canceled but has to go to a committee. Were still getting no response as far as the account being canceled. *** never heard of a business that had to have a committee to decide whether theyre going to approve your valid cancellation. We had extensive mold ********************* replaced so none of the monitoring equipment is functioning. The security coverage was real sketchy with our internet in the rural area we live in. We dont use the system & cant!! I told them all this when they asked why I was discontinuing service. After I requested to cancel in June, ****** quit the automatic drafts for over $80/ month but then has randomly sent bills in the form of a postcard until the bill I received today. It was a letter threatening to send us to collections.I have excellent credit & have worked hard to get it that way. Paying my/our bills is important to me. This company is impossible to deal with!I cant get anywhere with this company & need your help, please!Thank you,*******************

      Business Response

      Date: 12/12/2022

      December 12, 2022



      Better Business Bureau of ****
      3703 ********
      **************, **** 84129

      RE:    Consumer Complaint Case #: 18515993
                 Complainant: ***************;
                 Vivint Account #: *******
                 Date of Agreement: June 18, 2016
           


      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 cancellation of the account backdated to June 25, 2022 and to provide a refund of any payments made from that date forward. **************** 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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