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
- 8,361 total complaints in the last 3 years.
- 2,970 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:10/20/2022
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.
We had Vivint smart home at our old house, we moved in February of 2021 and cancelled our service which was on autopay, because of their terrible customer service. In December of 2021 they began charging our credit card again a monthly fee and we didnt pick up on it until April 2022 after paying them $420 which they fraudulently charged us. I have called them MULTIPLE times since then trying to get a refund check, which they say they sent to the house we moved from, I have given them our new address 3-4 times now, I have asked for them to send me a confirmation email, which they have not done, I have asked them to *****************. They have done none of that and have not returned my money.
Business Response
Date: 10/27/2022
October 27, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18253513
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 1/12/2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that he is owed a refund of $420. He further explains that Vivint sent his refund to the incorrect address.
Vivints records confirm that the previous refund that was issued was sent to the incorrect address. Vivint has issued the refund check to his current address. ************** should receive his refund within 7 business days.
A representative from Vivint has contacted ************** via email. If ************** has any questions or concerns, he may contact the representative.
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:10/20/2022
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.
From the start, Vivint lied, misled, or intentionally omitted pertinent info about our contract (S-9384875) and service-related flaws/problems, putting our business partners in an untenable position of trying to maintain safety and security for a brick-and-mortar business and our customers in a less-than-ideal area. We expected high quality service from Vivint based on info provided by the sales rep (SR) on 30 Jul 22, but quickly learned that it was nothing like he said. Of course, he omitted that the cancellation period was a whopping 3 days (who does that except a company that only cares about $). Likewise, he omitted the fact that we were buying equipment and there was no "out" after 3 days. Of course, we didn't have system problems until after 3 days because almost no one does. Thereafter, it was a series of nightmares. Since our owners don't live in 5G areas, live stream wasn't possible, a fact the SR omitted. Vivint 800 customer service (CS) reps spewed lies and rude/condescending tone and arrogance. When asked to speak with a supervisor, we got another CS agent instead (this occurred repeatedly). When we spoke to a "supervisor," it wasn't possible to speak with his supervisor--another lie. Vivint CS reps are trained to say "it's in the contract you signed"--that's it. Our experience got worse each day. Alarms repeatedly went off in the night, a man smashed our glass front door--Vivint never once called police. Video quality was terrible; playback was impossible. The panel and the Vivint app only worked intermittently (A $199 system from Amazon would do better.) Customer safety concerns forced us to close after only 50 days. A reasonable company would accept returned equipment and cancel the contract; Vivint CS reps told us to "pound sand." We tried to reduce cameras from 7 to 1 for a future locale--we were told NO. Tried to defer the account--we were told NO. Tried to return equipment, close the account--we were told NO. Sick of Vivint's lies--we want out.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18250999
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 30, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide cancellation without penalty of the monitoring contract and equipment line of credit upon return of the Vivint equipment. **************** 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 LegalInitial Complaint
Date:10/19/2022
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.
For over 3 months now my husband and I, both seniors, have been telling the technician that sold us the system that the cameras are not working. The only time i`ve been contacted by Vivint is about paying the bill. I have been on the phone with the NO ********************** for 2 days. I explained our situation and asked for a tech sent here. The answer was no, I asked for them to come get there equipment and cancel service. The answer was no. I now find that this company has hundreds of complaints and several class actions suits filed. Next I will be in collection paying for their system that is not working.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18248352
Complainant: **************************************************
Vivint Account #: *******
Date of Agreement: May 4, 2022
To Whom It May ***************** have reviewed the information provided by ******************************************* and appreciate the opportunity to respond.
In her complaint, ******************************************* states that she has been trying to contact the sales representative for three (3) months due to the cameras not working. ******************************************* states that she has requested a technician, which was denied and requested cancellation, which was also denied. ******************************************* desires a refund and replacement.
A Vivint representative has attempted to contact ******************************************* via email in efforts to resolve this matter. Vivint offers to send a technician out free of charge to resolve the system issues and offers to clear the past due balance of $92.94 in a show of good faith.
Vivints records indicate that ******************************************* signed a Purchase and Services Agreement (Agreement) on May 4, 2022. In this agreement Vivint does not warrant that the system will always detect or operate properly. Records indicate that ******************************************* notified Vivint of the system issues on October 19, 2022. Records indicate that ******************************************* was unable to verify the account which prevented troubleshooting on the issue.
With the listed information above Vivint offers a technician free of charge and a credit to clear the past due balance. ******************************************* 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:10/19/2022
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.
On June 30, 2022 I arrived home from work at 5:05 pm with a man standing on my front porch. I called my son and his girlfriend who were inside and asked "why is there a man just standing on porch" My son girlfriend said we wouldn't let him in because he could scam you, he is all over the Neighborhood watch website. I ask him what he wanted and he just pushed his way in my house and said he was here to replace my security system from ADT which has not been in service over 10 years.I gave him benefit of doubt because the 2 kids sit on couch recorded him and made sure i was safe. This sales man from Vivint (***************************** Agent #****** from *******) (I get all info that I can) ask me about my income and i don't make very much a month. He said then this is perfect because (he wrote on my book ) you qualify been over 55 years old and low income and for putting out Vivint yard signs you get all free equipment (Vivint saying Thank You) and just pay $54.99 amonth. ( you get panel on wall, 2 window glass break sensors, doorbell camera, yard sign and door panel to punch in code to get in front door.So never reads a contract to me and tells me there is another company called Fortiva that he ran a credit check on without my permission that he scammed me for $1500.00 equipment that ****************** lied to me and said it was free. ******* had me paid my security service and the technician came later installed everything, when finished asked for my credit card. I said for what, He replied, your First payment on your equipment loan. Well guess what, ******* was know where to be found and I had to pay this guy because he spent hours and it was all installed.so now I have this security that suppose to make me feel safe. Well i keep getting notifications that your front door isnt lock when someone leaves. Well it was right. Called, send same technician out, he changes door lock that you put code to get in and out, still same thing. i live in bad area, I want out of my contractBusiness Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18248227
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 6/30/2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A representative from Vivint has contacted ******************** and a resolution has been agreed upon. An appointment for a system removal appointment has been scheduled. Ms. ********* account will be cancelled and fully refunded including her Fortiva line of credit. ******************** may contact the representative is she 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 LegalCustomer Answer
Date: 11/02/2022
Complaint: 18248227
I am rejecting this response because:
They are still Charging me for service and Fortiva at the equipment company is still charging me for service I just talk to the security company two different customer service representative told me they do not have a legal department and I called back the phone numbers and they just go to a ****** account so I have been scammed again by the security company this security company they are scamming and fighting people out of money and they charge my card again today November 62, 2022. The last customer service representative today on November 2 says my account has not been canceled and no refund has been provided on either side
Sincerely,
*****************************Customer Answer
Date: 12/12/2022
I files a claim with you , Salt Lake BBB.org in October 2022 and on October 26, 2022 Vivint legal depart sent you and me a resolution to solve the issue which they never followed through with. Never got my refund, set my appointment on November 5, 2022 for tech to come to pick up equipment and he lied and said he showed up and I refused to let him get equipment but I have door bell camera and wall panel that takes video that shows comes to my door and even the neighborhood way across 3 streets and across football field. Then I schedules another equipment pickup with ******, who made all these promise that everything would be taking care of and they (Vivint cancel appointment), Tried to schedule another one with loyalty and he told me I wasn't getting a refund but just a portion of November that they were not even suppose to charge me but they first charge me 2 times for November payment but it was 1 was taken off after (remember legal said on October 26, 2022, My contract was cancelled between Vivint and Fortiva, full refund will be given for both account) but they charged me for November and then they decided they were only going to refund me portion of November payment instead of all from back from beginning from both Fortiva and Vivint. Then a technician just showed up at my house wanting to take the equipment without an appointment. I told him he will not take anything because it is not on record and he could lie and say he was never here and you guys already fraud a person that is elderly on disability and now has had to get medical treatment from all thisBusiness Response
Date: 12/19/2022
December 19, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18248227
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 6/30/2022
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
A representative from Vivint has contacted ******************** regarding her concerns.Vivint has cancelled Ms. ********* account and line of credit with Fortiva.******************** should receive her full refund within 10 business days. ******************* may contact the representative is she 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 LegalInitial Complaint
Date:10/19/2022
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.
Their equipment is 3 times more expensive than other security companies. I asked two separate people why they are more expensive. They both explained their equipment will remain online even through a power outage and is better quality. I agreed because I travel for work and this was helpful to know I will never lose service and can watch my home for the time i am away. When the technician finished the install he advised me the system will stay online for only 24hrs with the back up battery and the cameras will go offline immediately. I explained to the technician this was the whole reason why I went with their expensive service is to stay online at all times. Now if I have them remove the equipment, I will have holes all over my house and all they can do is offer me $240. Through out 2 years as a small monthly credit when their total equipment is $4000. Plus $47/monthly for the service that will not operate as they lead me to believe it would. I am just so upset. Had they not lied to me, I would have gone with ADT who is $3400 cheaper and same exact service. Difference being ADT was upfront about the system going offline during a power outage.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18247943
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: October 18, 2022
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 her concerns. Vivints record indicates that this issue has been resolved to ******************** satisfaction. ****************** may contact Vivints representative 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 LegalInitial Complaint
Date:10/19/2022
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.
On 6-2/22 a security system was installed in my home. The system failed the 1st day! Another part was in later that day. The 2 nd new one failed in a few days . We stated that we wanted rent the system. The teck said he go to his office to get the art work done. We havent signed any contract! We want the unit returned ,also want the mounting holes filled in.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18245605
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 6/4/2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that his system is not worked properly. He also explains that a contract was not signed.
At this time, Vivint is willing to send a technician to the Kinwas home at no cost. If the Kinwas would like to dispute the contract, a notarized signature or a copy of Ms. ****** drivers license may be provided for review.
Vivints records indicate that prior to the installation of any equipment, **************** signed a System Purchase and Services Agreement (Agreement). Every customer must sign this document, and if a customer does not, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the Agreement is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that **************** signed the Agreement on June 4, 2020.
By signing the Agreement, **************** represented that she understood and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $31.47, plus any applicable taxes, during that term. Further, **************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Ms. ******* representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
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:10/19/2022
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 called several times in regard to the thermostat not working properly. I finally talked with a technician that determined the thermostat needed replaced and said she would send a replacement and have it expediated. She said that the expedition was approved by her supervisor and I would receive the thermostat the next day. I was thankful since the temperature here was below freezing however I called the next day to find out it was to be sent out within ***** hours. Now my thermostat is completely useless. I called once again and asked for a supervisor and was put on hold for about 10 minutes when she came back on the phone, she said can you hear my and I said yes, can you hear me then the phone connection was disconnected. I'm still without heat due to the failure of them providing adequate assistance and lying when they said I would receive equipment (thermostat) the next day.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18247605
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: September 15, 2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she has called Vivint several times due to a non-working thermostat. ************** states that she spoke with a representative who determined the thermostat faulty and was told a replacement would receive a replacement the next day. ************** states that she called the next day and was told it would take ***** hours for her to receive the device. ************** states that she is still without heat. ************** desires a refund and replacement.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has sent a technician to the home to resolve the thermostat issue on October 20, 2022.
Vivints records indicate that October 18, 2022, ************** called into Vivint regarding the thermostat issue, initial troubleshooting was done and resolved the issue temporarily. ************** had to call in again the same day regarding not receiving heat from her thermostat. It was concluded that a replacement was needed. Records indicate that a technician was sent to the home on October 20, 2022 for the thermostat issue and notes indicate that the issue has been resolved.
With the above information listed, Vivint records show this issue has been resolved by a technician. ************** 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:10/18/2022
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.
When a sales rep for Vivint came in May I was impressed by their high resolution cameras and the services provided that my previous home security did not have. The sales person seemed great and explained things very well. When I showed hesitation on signing up for the service before my husband was home he offered the first three months of service free of charge — because this seemed like a great deal I signed up that day. Two months later I started to receive notifications that my bill was past due. I contacted customer service to explain that the sales representative stated our first three months would be free, they stated that they would need to email him to ask him to add the discount and would return my call by end of week. I never received a response after that and a credit was not applied.
Although I will continue with my service, I felt like I had been duped by their representative and that customer service should have honored what he promised.Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: May 28, 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 applied a credit of three (3) months of free service to the billing account. 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: 10/26/2022
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:10/18/2022
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.
My wife and I were completely misled regarding the terms of the agreement. After asking SEVERAL TIMES if there would be a credit check, we were told no. Only you find out after getting services that there was, in fact, a credit check and a loan in the amount of $1500 was opened for equipment and we were never told that this would happen. This affected my credit score SIGNIFICANTLY and after calling and speaking several people at Vivint I was give the run around and there was no resolve. The sales department at Vivint is extremely deceptive and prays of customers by omitting specific details all for a sale. I would NEVER recommend them to anyone because of this despicable practice and service!Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18243901
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 8/16/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that when signing up for services with Vivint, he was not made aware of the credit check in addition to the loan. *************** is requesting a correction to his credit report and a refund.
Vivints records indicate that prior to the installation of any equipment, **************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that **************** completed the required Pre-Installation Survey on August 16, 2022.
During the recorded Pre-Installation Survey, **************** represented that he understood that he was approved for a line of credit with Fortiva Retail Credit. *************** was notified that his APR on this line of credit is ****%. **************** also indicated that the representative provided him with the Fortiva Retail Credit terms and conditions.
Due to the information above, no changes will be made to Mr. ******* equipment loan.
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: 10/26/2022
Complaint: 18243901
I am rejecting this response because:My wife and I asked the 2 representative we spoke with, several times, if there would be a hard credit check were my credit would be impacted and I was told NO. We were told there there would only be a soft credit check and my credit wouldn't be impacted. Regardless of what Vivint is saying was signed, it was done purely based off our conversation with the representative and being assured my credit wouldn't be impacted. There was NEVER mention of any loan or a hard credit check! You can't just lie to a person for a sale and sneek in information that wasn't explained in fine print! This is unfair business practice on Vivint's part and based on what my wife and were TOLD in the beginning, we should not be held responsible for being lied to and misled! I was also told, by someone at Vivent, that per the "recording" it was heard were we asked about the credit check and were told that my credit wouldn't be affected and the loan was not mentioned.
Secondly, my wife and I were told our bill would be $79 a month only to find out, after the fact, that it is over $90. We were deceived in every way possible by Vivint and it is only fair to be able to return the equipment. Please help to resolve this matter as I have already informed Fortiva that I didn't know I was applying for a loan and they have closed my account on their end.
Sincerely,
***************************Business Response
Date: 11/02/2022
November 2, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18243901
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 8/16/2022
To Whom It May ***************** have reviewed the additional information provided by **************** and appreciate the opportunity to respond.
At this time, Vivint will agree to cancel and refund his account and loan upon receipt of the equipment. A representative from Vivint has contacted **************** via email to schedule an appointment for the system removal.
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:10/18/2022
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.
Vivint customer care when calling is awful. When I tried calling to get a technician to my house to set up a garage door sensor they wouldn't send out a technician. I am also a disabled vet and have called and had them help me replace the batteries and this last time they refused to send anyone out. I asked to speak with a supervisor to get help and that could not happen I was told. I hung up and called back to another technician who couldn't even say my name and asked me the same questions and still could send out a technician. I am stuck paying for stuff I can't even get the company to set up. This company needs to help their customers in person. I wish I was not a customer with them and owe them for the equipment otherwise I would be off. I would never recommend them to anyone.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18243419
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 8/29/2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she is a disabled veteran and is unable to update her garage door controller. ************** requests that Vivint sent a technician to her home.
At this time, Vivint is willing to send a technician to ************** home at no cost. A representative from Vivint has contacted ************** via email to schedule a technician to service her equipment.
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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