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:10/18/2022
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.
Vivint installed their security system in my home in May 2022. We had problems with it immediately.False Fire Alarm going off at all times of the day and night- EMS arriving at my home due to false alarms.A broken front door that they broke while installing the system. Did not leave the keys to the lock. (Vivint did recently pay for a new front door.at the end of September 2022) However, the door has to be special ordered and will hopefully arrive by Jan 2023. Until then my front door can only lock from the inside, as we do not have keys to the lock to lock the deadbolt from the outside. The deadbolt is the only way to keep door closed. Vivint did not provide keys to lock, and still has not provided keys.July 15, 2022 Vivint said they would send me a new fire alarm and that I need to try to fix the lock myself first cause if they sent a tech I would be charged. Fire alarm never arrived, and followed up again. August 3,2022- Vivint agreed to send someone out to do a complimentary service appointment. A tech came to my home on 8/24/2022. He said that there was nothing he could do without breaking my house even more. He let Vivint know that there was damage to the home & the keys were not provided at the time of install. I have tried numerous times reaching out to Vivint. I sent their legal department an email and made multiple calls with no response. I do not feel safe, my home is not protected and Vivint does not care. I do not trust my home security, my families security, or my homes security with Vivint. I have filed a dispute for charges of the equipment with Fortiva since Vivint said it was not there problem since ******* is the issuer of the credit. When ******* reached out to Vivint they lied to Fortiva regarding my case. I have escalated the issue with Fortiva. I am paying for a useless service, and for equipment that is faulty and I was not provided all of the equipment. I would like a refund of all monies paid to *************************************** help!!!
Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18241842
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 11, 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 remove the Vivint installed equipment and upon removal of the equipment Vivint will provide cancellation of the remaining monitoring contract and equipment line of credit without penalty. Vivint will waive the associated fees. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 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 complaint is with Vivant the service and customer care not necessarily any particular office or person. After my husband died, I decided I needed a security system because my kids were scared. I signed up for a security system where I was to make monthly payments for the equipment and then pay a monthly fee for the services. I have decided we don't use the security system enough to pay for it any longer. My kids are no longer scared and our sense of security is now restored. We live in a small community and I just don't feel like I need the service any longer. I paid off the equipment in May and sent in a letter to discontinue service in June. It was my understanding that I could cancel anytime if the equipment was paid off. I keep getting phone calls, which I ignore because I thought everything was taken care of. I called the other day and they told me I had a contract and that I would have to pay $1100 to get out of it. I did not have any clue about a contract. I paid off the equipment and should be under no obligation to keep paying for a service I am not using.Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18240737
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: December 6, 2019
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. ******** Agreement and has waived her past due balance of $215.88.
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 $44.99, and total equipment fee of $1,194.83, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ****************** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date: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.
On October 4th our Vivint cameras stopped working. I called and spoke with Vivint and they said "the panel needed an update, to reach back out in 1-2 hours because that's how long it would take". I called vivint back and they said the panel needed rebooted, etc. something was wrong with the VPN. I checked the internet with my service provider and everything was good. The cameras would work if I was in the house but the minute I wasn't they wouldn't work. I went back and forth with Vivint for TWO WEEKS waiting for someone to allow me to schedule an appt for a technician to come out. Finally, they allowed us to speak with a tech and he said it was the cell chip that needed replaced, turns out when the IN PERSON TECH came out the entire panel needed replaced. When it got replaced the camera playback system stopped working. We called customer service and they got it working on 2/4 cameras. We called for ANOTHER WEEK and they said they are "working on it". I called for an update because vivint told us we would hear back in 24-48 hours. Nobody reached out. I called and spoke with a supervisor, Josh, yesterday and he said there is no timeline for when it will be fixed and pretty much there is nothing he or we can do. They can't refund us for all the equipment because it isn't "deemed unserviceable" by vivint. I asked, well how are they going to deem it unservicable if they have no timeline to fix it. Now , today, OCTOBER 18TH, none of our cameras playback systems are working. I don't think it's fair as a customer that we paid for all our equipment outright (over $2000) and we can't use the services we purchased their equipment for. If we weren't going to be getting playback on the cameras/system then we would have stayed with a different company that actually has guidelines and solutions in place for these issues. Because, yet again, this is the problem, there is no solution and we have no choice but to wait.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *******
*******
Vivint Account #:
*******
Date of
Agreement: 7/6/2022
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 is having trouble with the
playback feature on her camera.
Vivint’s
records indicate that a technician was sent to Ms. *******’s home on October
21, 2022. The technician ended up replacing the camera. A representative from
Vivint has contacted Ms. ******* via email. If Ms. ******* is still having
trouble with the camera, she should inform the representative.
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 confirm someone did reach out. However, the problem is resolved not by vivint but by us the family that has to beg vivint to do some portion of their job.
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.
I decided to go with Vivint in August 2022..and have had the most horrible experience anyone could ever have with a company. The sales rep wasn't transparent and concealed important information from me to make me purchase their services. I only found out about the equipment going into a citizen bank loan the day of installation, after they installed everything. I also found out days later about the plan options of 1799 or 599. They never break down pricing, so I found out too late.Then I was told that only the original sales rep could downgrade my package. He was nowhere to be found. I have called this company likely 20+ times for the past three months, and no one was willing or able to address my issues. I also had a code for free installation, which I had to call about multiple times because the rep never applied the code. Every time, they would lie and say I would receive a call back from their managers, and they never did call. Awful company, with most of their employees being completely unhelpful. I would like them to pick up their equipment and remove the loan. I would like to have nothing to do with this company.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: August 3, 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 remove the Vivint installed equipment. Upon removal of the equipment Vivint will provide cancellation of the remaining monitoring contract and equipment loan without penalty. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date: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.
I agreed to upgrade my equipment and was approved for financing and a reduced monthly monitoring fee. Instead of financing the equipment amount as agreed, Vivint charged my debit card on file for the entire amount of $2951.31 which came directly out of my checking account. This was on September 19, 2022. Today is October 18, 2022, and I have spent at least 10 hours on the phone with them for the past month trying to get this refunded. I have been promised over and over that they are processing the refund only to discover it never went through, one reason being they said my account wasn't on autopay, but they never told me that was a problem until after the 3rd time calling because the refund never happened. I went through the "secure line" to correct that and was told it would definitely be refunded now, but it never did. I have been promised 5 different times now that the refund would happen within a certain amount of business days yet I am still waiting. I should have gone to my bank to dispute the fraudulent charge. In addition to charging me the full amount (when the contract was for financing), they ALSO financed the equipment so now I'm also getting a bill from the finance company. I canceled the upgrade within the trial and they picked up all the upgraded equipment so I don't even have any of it, yet they still haven't refunded what they stole from my bank account, claiming it was a "glitch in the system" and haven't canceled with their finance company. No customer should have to go through this amount of headache to get returned what was illegally charged and taken from their bank account. I just got off the phone with them again and promised it would be "escalated and taken care of" yet that's exactly what they've said each and every time. I'm still waiting. I'm going to my bank now to dispute the charge which is what I should've done to begin with. I honestly don't know how they stay in business.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: 5/19/2017
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 was supposed to
receive a refund, however, she has not received it yet. Ms. ***** requests that
Vivint issue the refund.
Vivint’s
records indicate that a refund of $2,958.99 was issued on October 25, 2022. Ms.
***** should receive this refund within 7-10 business days. A representative
from Vivint has contacted Ms. ***** via email. If she has any questions or
concerns, she may contact the representative.
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: 10/27/2022
Complaint: ********
I am rejecting this response because: You claim it will take 7-10 business days to get the refund which that makes the 6th time I've been told that, yet I just saw that my debit card that it's supposed to be refunded to has disappeared from my account yet again. I was told at one point that it didn't go through because the autopay wasn't on, then another because there was no card on file, yet I keep adding it back and turning autopay on only to discover that the refund didn't go through again and my information has been deleted. So either you or your system keep deleting the method you claim you need for a refund. When I made this complaint I had just gotten off the phone with your loyalty team and promised a refund for the 5th time only it didn't go through. You can see in my account the last time it didn't go through on October 19th so excuse me for not believing for one second that it will go through this time when you deleted the method needed for a refund. Since I only have 7 days to respond to you, I am responding as calling your company a fraud. There is no way a legitimate company would have this much of a problem refunding an illegal charge unless you were trying to keep my money. And you still haven't canceled the account with the financing company. So you financed, charged the full amount and got all your equipment back when I canceled the upgrade (well within the trial) and yet can't seem to correct any of it. I'm getting a bill from the finance company for equipment I don't even have which will affect my credit. That needs to be fixed as well and now.
Sincerely,
****** *****Customer Answer
Date: 11/15/2022
I agreed to upgrade my equipment in September and was approved for financing and a reduced monthly monitoring fee. After several issues and not even half of the equipment installed, I canceled the account within the trial period, and they picked up what equipment they did install. Apparently, there was a "glitch in the system" (as I was told) and Vivint both financed the amount with Fortiva for $******* on September 23, 2022, as well as wrongfully charged my debit card which I did finally get that refunded back in a paper check, but only after making a complaint on here. However, they still have not canceled the account with *******. I got a bill in the mail from Fortiva which alerted me to the fact that Vivint still hasn't canceled this account. I called and was told not to worry about it and that it was being taken care of. That was a month ago. Two weeks ago, I called again and spoke to a supervisor and was promised it was being handled. Last week they did credit back $******* but not the entire amount, so I'm still showing a balance of $1467.65. Fortiva already charged my debit card the first month's payment which apparently Vivint linked my payment information with *******'s account and they took it out automatically. They charged the monthly payment of ***** for equipment I don't even have. ******* told me they can't refund that payment until the account is canceled, which Vivint has yet to do correctly. Vivint needs to credit back the Fortiva account the amount of ******* which is the current balance showing plus the payment Fortiva charged my debit card. That amount plus the credit of ******* they just gave back on November 8th would total the full amount of ******* and show a zero balance with a -***** credit and allow ******* to refund the wrongfully charged payment. I have called so many times about this and don't understand how this company can't correct this problem especially when I'm constantly told it is being taken care of.
Desired Outcome: Credit full amount back to Fortiva and cancel Fortiva accountBusiness Response
Date: 11/21/2022
November 21, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18240995
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 5/19/2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivint has instructed Fortiva to forgive ************** equipment loan. ************** can expect the process to be completed within 14 business days. Vivint apologizes for the delay ************** 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: 11/21/2022
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 IF, in fact, the entire amount of $2868.54 is credited back to Fortiva allowing them to refund the payment they took from my debit card in the amount of $47.81. Seeing as I only have 7 days to respond and Vivint is saying it will take 14 days to fix this, I will have to wait and see if they actually correctly credit the account and close it.
Sincerely,
***********************Customer Answer
Date: 12/13/2022
This is the second time I have had to make this complaint as the first one, Vivint legal responded that it would be handled and completed in 14 business days. That was November 21, 2022. Today is the 15th business day and just like each and every time they have told me that it would be handled, it still has not. I agreed to upgrade my equipment in September and was approved for financing. After several issues and not even half of the equipment installed, I canceled the upgrade within the trial period and they picked up what equipment they did install. It has been 3 months and Vivint still has not canceled the account with the finance company, Fortiva. THREE MONTHS! I got a bill in the mail from Fortiva in September which alerted me to the fact that Vivint still hadn't canceled this account. I called and was told not to worry about it and that it was being taken care of. They did not take care of it and Fortiva charged my debit card $47.81 for the first month because Vivint apparently linked my debit card to that account unknowingly to me. So they charged me for equipment I dont even have. ******* told me they can't refund that payment until the account is canceled, which Vivint has yet to do. I have called Vivint again and again and have even spoken with supervisors and have been promised over and over that it was being handled. It has been three months, the account is still active and since removing my debit card from the automatic payments, I am now getting late fees and it is on our credit report. IT IS ON OUR CREDIT REPORT! The account currently has a balance of $1383.08 and that doesnt account for the $47.81 they wrongfully and illegally took out of my bank account that needs to be refunded to me immediately. For the life of me, I dont understand why this hasnt been handled, why the account hasnt been zeroed out and closed and why I havent received a refund for the illegal charge of $47.81. This needs to be taken care of immediately. Dont tell me it will take 14 business days and then nothing be done. Close the Fortiva account and send my refund. Three months is beyond ridiculous and more than enough time to correct this. Thank you.
Desired Outcome: Close Fortiva account and refund the illegal charge of $47.81 to my bank accountBusiness Response
Date: 12/20/2022
December 20, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18240995
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 5/19/2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
On November 22, 2022, Vivint instructed Fortiva to close the line of credit account and fully refund **************. Vivint has sent a follow-up correspondence to ******* to ensure the process has been completed.
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.
Telephone call placed Monday 10/3/2022 to Vivint to cancel service. Equipment constantly fails to work properly. Customer service is horrible. I spoke with a **************** rep names are ******** and ******. I was informed that I cannot cancel because I am in a five year contract. I have paid my equipment off in full and have been a customer since around 2017. I have emails to prove. I had service finally completed when I filed a previous complaint. At that time they renew me in a contract without my knowledge. I am requesting that account be cancelled immediately.Business Response
Date: 10/26/2022
October 26, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18239794
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 2, 2020
To Whom It May ***************** have reviewed the information provided by Ms. ********************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** to resolve her concerns. At this time, Vivint agrees to cancel **************** account. ************** 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:10/17/2022
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 told one price and then months later I get hit with another price and balance with some company I have never heard of.. I was told by the Vivint rep that when I signed for them to check my credit score I was agreeing to this new amount that is almost 4 times more than I was paying before I switched *** sales person said my payments would be the same as brinks but I would pay $700 for the installation and equipment I agreed to switch. Now 6 months later they have another company send me a bill for $2900 This is a clear attempt to do a money grab against senior citizens. I asked the Vivint rep to send me this paperwork I signed on the iPad.. She could not produce it ***y make you sign on the iPad so you cant see and they just make up stuff and send you a bill *** sale person just out right lies to get you to sign the iPad If I owe this much why wait 6 months to start billing me? Its just a scam!!! ***re is no way I would have agreed to pay 4 times as much for a system to just switch to Vivint. ***re is mother that special about their service..Business Response
Date: 10/24/2022
October 24, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18238020
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: February 19, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he was told one price and then a month later he was hit with a different price from a company he had never heard of. ****************** states that he was told by the sales representative that he would be paying the same as ****** and would have to pay $700 for the installation and equipment. ****************** desires correction to a credit report and the balance to be removed.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers to remove the line of credit for the equipment without penalty.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on February 19, 2022. On this agreement it shows an equipment price of $3446.08. The agreement shows and installation fee of $199 and a down payment of $700.
With the listed information above, Vivint offers to remove the line of credit without penalty. ****************** 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:10/17/2022
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've been a Vivint customer (Account # ********** for over six (6) years. I've been very pleased for the past five (5) years with their service, but in the past year I've accidentally tripped the alarm by opening the door when the alarm was on or burning food and no one called to check-in to make sure we were okay. I've been slightly dissatisfied with their service so, in the past week I contracted ADT to switch over services. When I finally called Vivint to cancel my service, I was notified that I was still under contract for 23 months and needed to buy out the contract. First, I was unaware that I was in a contract because the only contract that I signed with a term was over six (6) years ago and that contract was for five (5) years. Secondly, I was told by a Vivint customer service representative that I had extended my contract in October 2019 when I had not. In October 2019 Vivint contacted me via phone and told me that if I upgraded my service panel that they would be able to reduce my monthly payment from $60 a month to $39.99 so I signed up, but there was no mention ever of a five (5) year extension to my contract. Therefore, Im looking for the BBB to help me end my contract with Vivint and seek a refund for $44.10 per month beginning October 1st because Im unable to cancel my contract and remove the automatic payments.Business Response
Date: 10/24/2022
October 24, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18236535
Complainant: *********************************
Vivint Account #:*******
Date of Agreement: 12/4/2015
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that she did not agree to extend the term of her contract. ********************** requests cancellation of her account and a refund for her October payment.
To assist **********************, Vivint has cancelled her account and refunded her October payment which she should receive within **** business days.
However,it should be noted that Vivints records indicate that ********************** renewed her contract in 2019. Despite this information, Vivint agrees to the resolution above. Ms. ******** 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 LegalCustomer Answer
Date: 10/24/2022
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:10/17/2022
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 have had VIVINT smart home cameras/system for a few years. Overall, we have loved it. We live in sketchy neighborhood that has a lot of break ins. I have one camera that is offline in my driveway, one of the most important cameras. I have tried several times to get someone to come out to the house to fix it. I am not able to reach the camera myself. I even offered to pay to have someone come out, and they told me there are no appointments. So I am here paying for this service that I do not get to use. It is very pricey. I also have 2 door locks that are no longer locking that are part of the system. I would just like to have someone contact me to schedule a time to come out and fix the broken things that are not working and that i am STILL paying for.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: August 22, 2018
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 her driveway camera has been offline, and she is unable to get a technician to fix it. Ms. ******* desires repair.
Vivint’s record shows that a technician was sent to Ms. *******’s home on October 25, 2022, to resolve her ongoing issues. 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 LegalCustomer Answer
Date: 10/25/2022
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:10/17/2022
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.
The alarm service involves a separate 5 year contract of purchase for the equipment, which I was told had guarantee while I was under this five year contract. Some of the cameras have since stopped working properly and Vivint sent a tech out to my house, who in turn told me the cameras were discontinued. They are trying to sell me new cameras since the ones I am still paying for are discontinued. I refused and reminded the supervisor that the equipment was sold with warranty, so she agreed to have the equipment replaced and the tech placed the order on September 14, 2022. After five weeks of no news I called Vivint bank today. They are now saying that they cannot replace the equipment unless I pay for new equipment, even though I am still paying for the old equipment. Without the equipment working properly, the service is useless, and in my mind, Vivint is breaching the service contract by not replacing the faulty equipment that is supposed to be under warranty. I am exhausted from trying to work with this company and at this point I just want them to release me from the equipment and service contracts with no additional costs to me.Business Response
Date: 10/24/2022
October 24, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** *******
Vivint Account #: *******
Date of Agreement: February 13, 2016
To Whom It May Concern:
I have reviewed the information provided by Mr. *** ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* explains that his equipment has not been working properly and it was sold to him under warranty. He further explains that he is now being told to purchase new equipment as his previous equipment cannot be replaced. Mr. ******* desires a replacement.
At this time, Vivint agrees to dispatch a technician to Mr. *******’s home at no cost to resolve and replace any equipment under warranty.
Vivint’s records shows that Mr. ******* signed a Purchase Service Agreement with the initial term of forty-two (42) months. This Agreement shows a monthly services fee of $60.99, plus any applicable taxes, during that term.
Vivint’s records further show that Mr. ******* first contacted Vivint of his equipment concerns on June 2, 2017, and an over the phone technical support was offered to resolve his concerns. Mr. ******* again contacted Vivint regarding his equipment concerns and over the phone assistance as well as a technician visit on February 6, 2019 was offered to resolve his concerns. Vivint was not notified of any further equipment issues until recently.
Vivint agrees to the above resolution and approves a free in-home technician visit. Mr. ******* may contact (tari.d**@vivint.com / ###-###-####) 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 Legal
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.