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
- 8,403 total complaints in the last 3 years.
- 2,975 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:12/04/2022
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 came to my home April 23rd 2022 via a door to door salesman. We agreed to purchase cameras, doorbell camera, and a basic security system. They installed the basic items indoors that night but they didn't have the cameras or doorbell. They then made an installation appointment on June 3rd to finish the install. Vivint never showed up, they never called to say they wouldn't make it, they never said sorry or gave me a new date for installation. My first call to the customer loyalty line was June 22nd. After 2 months with no contact from them and no new install date I was not happy with this level of service. There contract only indicates a 3 day period to cancel the agreement. This is a low amount of time considering I never got a large portion of my agreed upon equipment. I requested a call back from a manager and never received that call back. At this time I had already been paying for months of service and not getting what was agreed to. At this point they are in breach of contract because they have been charging me for video monitoring since day one and they have not provided my camera equipment. I placed a follow up call on June 30th to request to talk with a manager again. There was not a manager available so they stated that one would call me. That never happened. I followed up again on July 8th via email this time since a manager never called me. Through a series of phone calls and talking with customer loyalty line I came to understand that the Vivint technician mistakenly put into the system that cameras had been installed.....which they hadn't. Vivint was able to confirm on the phone that no video monitoring was happening because cameras were never installed. They are telling me that it will cost me $1,700 to cancel the contract. I am not willing to pay that amount for cancelling due to all the issues I've had and them being in non-perfitmance of the contract. I need your help to review there abusive practices with their contract.
Business Response
Date: 12/09/2022
December 9, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: April 23, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ***** to resolve his concerns. Vivint’s record indicates that this issue is being resolved to Mr. *****’s satisfaction. Mr. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer 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:12/04/2022
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.
Salesmen for Vivint came to my door and we ended up buying, we were going to buy equipment outright but ended up financing since they told us about it. Our first payment was supposed to $300 (August) the first time for installation & $80 every month after. My card was charged for $1,300. Gave me the run around for 3 weeks about a refund, said they had no installment plan on file and many more excuses. Finally on FACEBOOK I get ahold of someone. Earlier before, I spoke to someone on the phone they said that I could remove my card so that it couldn’t be automatically charged again. (I was scared of my money being taken again) it was the day before rent was due when they did that and I was completely stressed out. I didn’t receive a refund until 3 weeks later and getting the run around CONSTANTLY. Someone would tell me they fixed it and I’d have a refund witching 3 days, nothing. I’d call and someone else would say there was nothing pending or on file. Just constant BS. When I finally got my refund 3 weeks later they said I’d have to wait for up to 2 weeks to receive it in the mail because I had no card on file. I said it’s good because I did NOT want them taking money and leaving me in a stressful situation like that again. Now fast forward to December 1st they took $2000 from me ON RENT DAY and the holidays, I call and explain my entire story how this has happened before and they HANG UP ON ME! I called my bank filed fraud charges dispute and got in contact on fb AGAIN for them to say they opened a case, then all of the sudden NONE of the equipment works, they turned it all off. Which I don’t care I just want my money back so I can pay my rent and take care of my business. I reach out today again the 4th for them to tell me it has gone to collections and I’ll have to talk with them? I just need my money back so I can pay my bills, this has caused a lot of emotional damage and unnecessary stress. I don’t understand how you can charge my card when it was REMOVED.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: July 22, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ******** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact Ms. ******** via email and phone to resolve her concerns.
Vivint is willing to review and assist Ms. ******** with her refund request. Ms. ******** may contact (tari.d**@vivint.com / ###-###-####) 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/03/2022
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.
1. At the time of entering into my contract with Vivint, they present you with options that force you into taking out a loan on their equipment. The quote for my equipment was over 2K which I was prepared to pay for in cash. If you pay for your equipment and don't finance they charge you a higher monthly monitoring fee and it's cheaper to finance.2. I needed to move to a different house and initially wanted to move my equipment. Vivint was happy to forgive the loan on my equipment, terminate my old contract and have me enter into a new contract with new financed equipment so I scheduled a move.3. I got keys to my new house and found out that it was built with Fluent equipment installed, so I didn't need to have Vivint equipment installed. I called to cancel my install and they responded by cancelling my move and REINSTATING my previously forgiven equipment loan and contract.Vivint would be willing to forgive my old loan and contract if I did the following:a) Install the Vivint equipment at my new house and continue their service.b) Somehow forced the new owners of my old house to continue with their service.I refused to pay the cancellation fee stating all the information above and I finally got them to agree let me out of my contract once I paid off the equipment and they would waive the cancellation fee (or so I thought). 4. I emailed my cancellation request as requested and got an auto-reply stating that they offer month-to-month plans (would have been nice to know that before and it shows that they can treat my situation that way).5. A few days pass and I get an email stating that they won't be cancelling my service so now I'm paying for security on a house that I no longer own (thanks a lot Vivint...thanks a lot).I would like to have my cancellation fee waived and refunded for services billed post my cancellation request.Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18520622
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: April 2, 2020
To Whom It May ***************** have reviewed the information provided by ************************** and appreciate the opportunity to respond.
In his complaint, ************************** states that when he moved Vivint cancelled his old loan to have him enter into a new loan with new equipment at his new home. He states that after moving he found that his new home already had a system installed with a different company. ************************** states that he contacted Vivint to cancel and Vivint cancelled the move and reinstated his previously forgiven equipment loan and contract. ************************** states that Vivint agreed to let him out of the contract if he paid off his equipment. He states that he has sent the requested Notice of Cancellation and his request has been denied. ************************** desires a billing adjustment.
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 backdated to September 19, 2022, and to provide a refund from that date forward.
Vivints records indicate that ************************** signed a Purchase and Services Agreement (Agreement) on April 2, 2022. Records show that ************************** contact Vivint on September 1, 2022 about moving the system and service and an appointment to install the system at his new home was scheduled. Vivint records also indicate that September 19, 2022 ************************** contact Vivint to request cancellation of the account after deciding to not move the service. Records dhow that with canceling his move installation that cancelled the new agreement which therefore placed his old agreement back in place.
With the above information Vivint agrees to cancellation of the account and a refund. ************************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/03/2022
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 chose to go back to Vivint in July because I previously had a great experience with them about 4 years ago. The representative came and we talked about some things. I now find out that he lied to me about the smoke/CO detector. He told me it can tell the difference between black and white smoke. Later I'm told the same by a few employees, and I'm also told that it does not by a few employees. I honestly don't know what the truth is. The "supervisor" I spoke to said it must be defective so he'd send someone out to swap it. All they did was move it. I've had 4 or 5 false alarms since July. These false alarms are basically telling vivint that there's a fire in my home. It scares the kids. They're sending me a new one and making me send the old one back instead of doing the right thing and doing the job themselves. They came out to "move" it, so why can't they come out to switch it? Another question I asked before I bought Vivint is that if I would be charged to have my door sensors switched out in a few months because we knew we we're getting new doors soon. He said no, just call and they'll take care of it no charge. Today I found out that was a lie. I have yet to hear from a supervisor from when I called the other day. **************** is terrible, and I still don't know what the truth is about the smoke detector because I've heard multiple different answers. Half of the time the alarm goes off when nothing is happening in the house, no showers, no cooking. I have issues with that representative because he never got back with me either when I was trying to get a hold of him about the Smoke/CO detector. I have issues with the company because I don't know what to believe and how they can allow representatives to lie. I feel like its a breach of contract and if I decide to cancel then I shouldn't be charged any fees nor should I have to pay the loan for the security panel. I want to speak to someone higher up.Business Response
Date: 12/12/2022
Tell us why here...
12/12/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18520024
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 7/22/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he is having trouble with his **/smoke detector and is not getting a clear answer as to whether Vivints ** smoke detector can tell the difference between white and black smoke. **************** further explains that he was told he would not be charged for the installation appointment of the door locks.
Vivints **/smoke detector device cant tell the difference between white and black smoke. The device sounds the same alarm for both carbon monoxide and smoke.
Additionally,Vivints records indicate that **************** was not charged for the installation of the door locks. A representative from Vivint has contacted **************** via email in case he would like to schedule a technician to service his smoke detector.
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:12/03/2022
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 definitely now regret signing with vivint. I sent email on 11/23 requesting to cancel my service due to billing issue that has to be corrected. A response was received from them on 11/28 through the bbb website saying an email was sent requesting more information. Well today is 12/3 and I’m still waiting for that email. I never thought I would have been treated this way after all the money I have spent for their services and equipment. I have had an attorney to look at both bills the one sent on 11/4 and the next one sent 5 days later and their question was what is this and it’s doesn’t even show the breakdown of the equipment and why was I sent an additional bill 5 days later that no one can give a clear explanation on what it’s for. Also if I was refunded for a car guard that was sent back including the replacement that was defective why is the reps telling me I’m still being billed but then the back office is denying the charge but can’t tell me what it’s for. This is a big violation to charge a consumer for goods they do not have.Business Response
Date: 12/09/2022
December 9, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: September 26, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ******* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. *******’s Agreement and has waived her past due balance.
Vivint’s records show that Ms. ******* 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 $1,999.94, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. 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 LegalCustomer Answer
Date: 12/11/2022
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:12/03/2022
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 have been with vivint for about 6 years and from day 1 its always been a problem. but never did i get mad at with. i have called on several occasions with them not showing up or coming and not finishing the job.my problem is they installed a auto lock and it didnt work i called several times was put on hold and called back again to speak with the loyalty department and they supposed to put my account on hold until problem was fixed so we can discuss the bill. so they ***** cutting my services off after they told me it was on hold until we get it fixed. so i see now its just about money no customer service.Business Response
Date: 12/12/2022
December 12, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18518778
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 5/20/2016
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ explains that his account was closed and sent to collections.************ further explains that he believed his account was on hold prior to being sent to collections. ************ requests that his account be reactivated.
Vivints records indicate that on November 28, 2022, ************** account was sent to collections due to non-payment. However, to assist ************, Vivint is willing to reactivate his account once more. Effective immediately, ************** account is active.
A representative from Vivint has contacted ************ via email in case he would like a technician to visit his home to assist with any issues he may be experiencing.
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: 12/13/2022
Complaint: 18518778
I am rejecting this response because: my account is still off and in this message it is saying it is active when it still is still deactivated on my end. An the bill should be discounted ** several times i lost money have tech come out an no one show up so i lost money. Its been about 5 times an that unacceptable but yall want your money when i have missed work waiting on a tech that did a no call no show.
Sincerely,
*********************Business Response
Date: 12/20/2022
Tell us why here...December 20, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18518778
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 5/20/2016
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
Vivints records indicate that a technician has been scheduled to service ************** equipment on December 20, 2022. Vivint has discounted Mr. ******************* by previously paying off ************** overdue balance of $274.53 which was required to reinstate his 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 LegalInitial Complaint
Date:12/02/2022
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.
Ok so heres what is going to happen. Im pretty much fed up with your service. The tech who came out initially and installed our system installed a window sensor somewhere that keeps triggering an alarm. The police have come out twice already for this window sensor that doesnt exist. I dont have any window sensors installed. I have asked for a tech to come out and fix this issue but all they did was bypass this sensor which does nothing. The alarm goes off in the middle of the night for nothing. So here is whats going to happen. You will schedule a tech to come out and resolve this sensor issue so we can sleep through the night and the cops dont show up. And for our issue with your company you will provide the new panel and camera that I am owed anyways. If you can not give me these two things let me out of my contract so I can go somewhere else since my 6 years with you guys means nothing.Business Response
Date: 12/08/2022
December 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18517376
Complainant: ************************************;
Vivint Account #: *******
Date of Agreement: February 21, 2018
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************************ to resolve his concerns. ************************ 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 LegalInitial Complaint
Date:12/02/2022
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 sold a Vivint security system that would not work for my property because their system can't handle such square footage. I told them from the first contact and reiterated at every contact how big the property was and was sold the system despite it not being able to work with the size of the property. After months and months of complaints and them not even installing the security cameras that I had wanted from the start, they finally agreed to remove the equipment and issue me a refund. I have spent thousands of dollars on the hardware alone and to date, have only received $14 in refund, which is a partial month of service. I have called repeatedly for months to try to resolve this and do not get a return call or any help resolving the refund.Business Response
Date: 12/09/2022
December 9, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18517011
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 6/21/2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that her home in not serviceable by Vivint.****************** further explains that the equipment has been removed and requests a full refund.
Vivints records confirm that the equipment has been removed from Ms. ******** home and the account has been cancelled. As such, a refund of $3,233.15 has been issued and will be received within 10 business days.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/02/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Im a homeowner who has tried to cancel monthly service for the past few months. Company refuses to quit taking money out of my account or cancel my account stating all kinds of reasons none of which have any validity. They refuse to cancel my service. I owe zero on equipment and am not on a contract but they still insist on taking out 60$ a month even though I dont wish to continue with their service. They also refuse to let me cancel account saying I still owe on equipment even though it was paid in full over 2 years ago. Please help me get rid of this service. Its unethical and illegal for them to continue to take my money without a binding contract.Business Response
Date: 12/09/2022
Tell us why here...12/9/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18515804
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 6/10/2013
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement)on September 23, 2020 which states that service will continue month to month after the initial term of 28 months, unless cancelled in writing no less than 30 days before the next renewal term (Section **2.1*). A written notice of cancellation was provided by **************** on October 22, 2022. ****************** account was cancelled on December 8, 2022 and refunded a prorated amount of $51.47 by check.
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: 12/09/2022
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:12/02/2022
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 paid up front for a 2000 dollar security system. I was told by the sales agent that my existing home locks would be compatible with the system- this is on record during the sales call. I would not have purchased the system otherwise but didn’t discover this until after the install- during review. Tech attempted to reach the sales agent but was unsuccessful.
So, time of install, technician told me I had thirty days to cancel vs three days, because instead of renting the equipment, I purchased it.
Three weeks into the system I decided it was not for me. I called up vivant to cancel, and was told by the first customer service rep, that they would have to confirm with the technician, and that it was not unusual to be told that, but they had to get ahold of him, and to call back the next day. I did as instructed, spending at minimum, 45 minutes on the phone each time, spanning the next THREE WEEKS AND SIX, customer service reps, all who would tell me the same thing- he hasn’t responded, call back. The last two actually said they would call ME, back, but didn’t.
The last call I was finally able to speak with a manager, despite being told that managers and regional contacts emails were being sent. This manager told me that, they could not get ahold of their own tech - and so I would not be receiving a refund. Mind you I am 3 weeks and HOURS into this.
At what point, did it become my responsibility, for vivant to get ahold of its employees? I had already been assured by the previous sales reps, that yes, this was practice, they just needed to verify it.
I’m just going to make up an arbitrary time period and cancellation clause that happens to match, historical business proceedings at a company I had zero knowledge of before, right. That makes sense. It also makes no sense that just because Vivant couldn’t get ahold of their own person, I’m stuck?
I want the refund I was told I would receive, and I want vivant to not have it ls sales reps lie during their pitch.Business Response
Date: 12/07/2022
December 7, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: October 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 Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to removal of the equipment and cancellation of the account and a full refund upon removal of the equipment. 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
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