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
- 8,493 total complaints in the last 3 years.
- 3,024 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:10/26/2022
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.
Purchased a home security system and was told that it was a no contract home security system. Paid off the equipment and now they are advising that there is actually. 60 month contract.
Business Response
Date: 11/02/2022
November 2, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18313625
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: July 31, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she paid off the equipment financing and was not told about the term of the Agreement with Vivint. **************** desires a billing adjustment.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to work with **************** in order to resolve this. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that **************** signed a Purchase and Services Agreement on July 31, 2021 with an initial term of sixty (60) months. Vivints records indicate that should **************** desire cancellation prior to the end of the initial term, she would need to pay off the equipment financing and 50% of the remaining Purchase and Services Agreement. Vivints records indicate that **************** contacted Vivint on October 25, 2022 about cancellation of her account.
Vivints representative is willing to assist. **************** 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 LegalInitial Complaint
Date:10/26/2022
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 got vivint installed in my home on 10/02/22 ibhad to apply for a loan that and got ***** to pay for the equipment yesterday 10/25/22 I got a voice-mail left by vivint loyalty department so I'm thinking whybare they calling me because my bill isn't due til the 31st I returned the call and they telling me I owe **** more dollars on the equipment. I wasn't aware of any additional charges never got my contact thatbwas suppose to be emailed to me but yet they saying my loan of **** was not enough and I nd to pay **** dollars When I asked why wasn't I made aware of this from jump because I would not have went with this company especially if I didn't get enough from the loan to cover the cost of the equipment they were clueless and said well someone should have went over the cost of the equipment with you before they installed...this is something I already knew inshouldbhave told this when they blew my phone up asking for 68 bucks for down payment bc they said the guy couldn't come out until i paid that fee so when I informed of this she couldn't say anything but she don't know so after having me wait on the phone for hours because she wasn't trying to fix or resolve the issue she just keep putting me on hold and saying please hold I'm trying my best to help you...only to tell me because they messed upbim supposebto some how now come up with over 250 forb5 months to pay for this extra cost which is ridiculous ibalreadybhave to pay them monthly for service and the loan I had to take out but because this is there fault they expect me to come up with all this extra money and pay it within 5 months is ridiculous this is all they can do to fix there mistake and if i tried to cancel i would be charged way more because intold her ibdont have the money to pay for that in 5 months and they can refund the loan and come get there stuff oh no we can't do that you would be charged this is there mistake also I tried to look up cooperate office number ************** this is invaBusiness Response
Date: 11/01/2022
November 1, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18315070
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 10/1/2022
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 waive her balance on the account. ********************** 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: 11/02/2022
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:10/25/2022
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 trying to cancel my service since June 8, 2022. I have called multiple times, and sent in the Notice of Cancellation that Vivint has requested. It is now October 2022 and I am still being charged. I have talked to multiple agents on their customer service line and none have helped cancel this.I uninstalled the system on June 6, 2022 and have not received one call checking on the system not working properly, so they are obviously not monitoring ANYTHING!I want to be refunded for the payments that were charged to my credit card for the months of July, August, September, and October.Business Response
Date: 11/01/2022
November 1, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18313078
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 7/30/2015
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he previously attempted to cancel his account, however, it has remained active. **************** is requesting a refund.
Vivints records indicate that Vivint received a Notice of Cancellation in July 2022,however, the account remained active in error. As such, Vivint cancelled Mr.******* account on November 1, 2022. Additionally, a refund of $314.37 was issued on November 1, 2022. A representative from Vivint has contacted *************** via email in case he has any additional concerns or questions.
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:10/25/2022
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.
We had vivint as a security company for our business. About 4 months ago, multiple sensors started failing. We changed the batteries multiple times but to no avail. Vivint refused to send a tech out. We were forced to cancel service and go with another provider. Vivint forced us to pay the remainder of the contract, even though they couldnt provide the service we were paying for.Business Response
Date: 11/01/2022
November 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18312660
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: July 10, 2018
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
Vivints records indicate that a refund in the amount of $165.88 is being sent back to the checking account ending in ****. ********************** would receive this refund within 7 business days. ********************** 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 LegalCustomer Answer
Date: 11/01/2022
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:10/25/2022
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.
Security system Vivant installed equipment at my house on 9-21-22. On *****, Vivant debited $2504.31 from my checking account as my first bill rather than the $67 we had discussed.This debit put this 64 year old, ******** in arrears $1600 and I have been informed after **** phone calls that a check will be issued to me within 14 (fourteen) days!! The company has a variety of phone numbers, is elusive about supervisors, and I am unable to speak to an authority with them.I would like my money refunded immediately and frankly do Not want their services.Anything you can do to help me would be appreciated.Sincerely,************************* ************Business Response
Date: 11/01/2022
November 1, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18312056
Complainant: *************************-weitenhagen
Vivint Account #:*******
Date of Agreement: 9/16/2022
To Whom It May ***************** have reviewed the information provided by **************************************** and appreciate the opportunity to respond.
In her complaint, ***************************************** explains that she was charged upfront for equipment by mistake. ***************************************** requests that the overcharge be refunded to her.
Vivints records indicate that a refund of $2,477.84 was issued on October 20, 2022. ***************************************** should receive her refund within 10 days from the issue date if not already. A representative from Vivint has contacted **************************************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:10/25/2022
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.
We purchased a new Vivint camera in May/June 2022. It was installed without issue. When we called to order the camera the agreement was for this to be on a payment plan for 5 months at a camera cost of $349 & a installation cost of $50. Plus tax of $21 bringing the entire total to $421.
First installment payment was to start in July, Vivint charged us wrong & charged the entire amount of the camera to our back account + a monthly payment amount & service charge. I was able to get a refund of the over charged amount & move back to the payment plan option. It was also realized at this time that we were overcharged for the installation, & they issued a $50 credit to the Vivint account that we have received.
August charge was correct
September we were overcharged again on the monthly bill. I contacted Vivint about this issue. Found out that they were charging us incorrectly for monthly service of $5 per camera, for 4 cameras, we only have 3. That resulted in a $15 credit for charges (july-sept), that was received on the monthly charge for October. Also discovered during that September charge issue that we were overcharged for the camera, $400 instead of $350. During that call a $50 refund was to be issued to the debit card to correct. I have called every week for the past 4 weeks to get this $50 refund & it has yet to be received. Every time I call it is a different excuse & promise that it will get done, and it has yet to do so. Reference numbers I have been giving for these calls: ***********, ***********, ***********, ***********.
I am seeking BBB help to get this refund & also to have a full account explanation of charges sent to me. Our final payment for this camera is due to be in November & I am very concerned what the monthly charge from Vivint will be each month as they clearly have no idea what they are doing. I have never had issues like this from any other company & this is my first BBB complaint. They need to be forced to fix their practices.Business Response
Date: 11/01/2022
November 1, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: July 31, 2019
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 sent the refund of $50 as of October 25, 2022, Ms. ******* confirmed that she had received the refund. Vivint’s representative has sent Ms. ******* a copy of her invoices from July 2022 to current. Vivint has also sent an additional refund of $10 for overpayment on November 1, 2022. 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: 11/01/2022
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:10/25/2022
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 beginning of September a Vivint Smart homes sales person approached my wife and I's home. He gave his speech about Vivint and went on to talk about the specials they were offering, these specials turned out to be false. The special he talked about was a model home sale, he only gets to do so many of those. The special meant that we would not pay for the equipment, only the service charge. And since we were switching from a different security company we would get 3 months of free service. We were told that the paperwork we were filling out would not matter because we would get different paperwork with the special pricing on it once install occurred. When install happened the installers did some damage but Vivint replaced the damages with an amount sent to our bank account. They also said they were going to add credit to our account for the service fee, they did, but now are saying we owe the money. They do not want to help up with the product as there is a contract, but we were suckered into doing it. This company has no compassion and accountability. It took weeks to get a response. All we want is to cancel everything with Vivint and the contract for the product, we can send everything back to them. The account number is *********. The claim number we have with Vivint are Ca-*********. Vivint is getting $67 in service fees and their bank is getting $66. Again we just want to cancel with them completely.Business Response
Date: 11/01/2022
November 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18310659
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: September 17, 2022
To Whom It May ***************** have reviewed the information provided by Mr. *********************** 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:10/25/2022
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 Vivint company sent a sales rep to knock on my door claiming he had a great deal and the equipment was half off and free installation ! He lied I have texts to prove it Vivint promised me the money back only to find out he also scammed me into a 36 month agreement without my knowledge this company is phony and fraudulent!! I thought I could trust a security company turns out they are crooks and liers !!!Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18309319
Complainant: *************************
Vivint Account #: *******
Date of Agreement: October 22, 2021
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 records indicate that a refund in the amount of $322.51 is being sent back to the MasterCard ending in ****. ************** would receive this refund within 5 business days. Ms. ***** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/01/2022
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,
*************************Customer Answer
Date: 01/17/2023
Company said they refunded me but they sent it to a closed bank account which just bounced back to them. I called them about this and they just play games and told me to contact my bank well I did contact my old bank but they said the account is closed and they dont have the money . I want my refund sent to the correct bank card ! They are liars I have called about this numerous times and they just give me the run aroundBusiness Response
Date: 01/24/2023
January 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18309319
Complainant: *************************
Vivint Account #: *******
Date of Agreement: October 22, 2021
To Whom It May ***************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ************** via phone to resolve her concerns.
Vivints records indicate that on November 1, 2022, a refund in the amount of $322.51 was processed to the MasterCard ending in ****.
Vivint is willing to review and assist ************** as needed. ************** may send her bank statement associated with the card ending in **** for the month of November 2022 to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/24/2023
Complaint: 18309319
I am rejecting this response because: there is no bank statement as the account is closed meaning there is no way to obtain ***** sent payment to a closed account this account has been closed since July
Sincerely,
*************************Business Response
Date: 01/26/2023
January 26, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18309319
Complainant: *************************
Vivint Account #: *******
Date of Agreement: October 22, 2021
To Whom It May ***************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution. A second refund cannot be issued without proof that the first one was not received.
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:10/24/2022
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 family and I recently moved. We had set up to have a technician come install our old equipment as well as some new equipment. The installation was free because of the move. The representative I talked to said the equipment would be financed through Fortiva with my other equipment and I was all set up. On September 27, 2022 the technician showed up and installed all equipment. He told us that we were all set up and payment was financed as well. On October 13, 2022 Vivint pulled $735.35 from my autopay. This caused my bank account to be overdrawn. I called them right away. Vivint told me that they charged me the $51.47 montly charge that came out every month plus $683.88 for equipment. Equipment that was supposed to be financed through Fortiva! The representative told me that she refunded the charge and expedited it so I would have the money back in 24hours but that it could take up to 3-5 days. On Monday October 17, 2022 after waiting the weekend I called Vivint again. They told me the refund was still processing and that all would be taken care of. I also found out that of the $683.88 they had charged extra that only $450 was for the equipment and $199.00 was for installation. The gentlemen then said he would remove the installation fee and the $450 was sent to Fortiva for financing. On Wednesday October 19, 2022 after still not being refunded and my bank account still being overdrawn I asked to talk to a manager. She told me they stopped the refund because the $683.88 wasn't approved for financing through Fortiva after all. I told her that they were only supposed to be financing $450 and that the extra $199 was supposed to be taken off my account. She said she didn't see that. She said she would process the refund and it would be expedited 24hours but could take up to 3-5 days. It is now Monday October 24, 2022 and still no refund. My bank had to issue temporary credit. I am so done with Vivint and the games I feel they are playing. I don't trust them anymoreBusiness Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18308502
Complainant: ***** Atilano
Vivint Account #: *******
Date of Agreement: November 13, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she agreed to finance some new equipment through Fortiva and it was all set up. She further explains that on September 27, 2022, the technician installed the equipment and on October 13, 2022, Vivint pulled $735.35 from her bank. ****************** explains that this caused her account to be overdrawn and she was promised it would be refunded. She further explains that she was charged $199 for installation that was supposed to be free. ****************** desires cancellation of her services and charges.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve her concerns. Vivints record indicates that the attempt to process Ms. ******** financing for her equipment with ******* was voided. However, the installation fee of $199 as well as one month service charge of $51.47 has been refunded to her card ending in 6087.
****************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/02/2022
Complaint: 18308502
I am rejecting this response because:
I don't trust that Vivint will take care of me correctly. I was told by different people that this issue would get resolved and still had trouble. To this day I still have not received a phone call from Vivint to fix this issue. I don't trust that unless I have it in writing anything will be resolved with them. I no longer feel comfortable providing any payment method to them or any of their affiliates. I would like for them to come pick up their equipment, cancel my service, and let me out of my contract. They are in the wrong and have created this.
Sincerely,
*************************Business Response
Date: 11/08/2022
November 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18308502
Complainant: ***** Atilano
Vivint Account #: *******
Date of Agreement: November 13, 2021
To Whom It May ***************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel and refund Ms. ******** equipment charge if the upgraded equipment that was installed on September 25, 2022, is returned. ****************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/09/2022
Complaint: 18308502
I am rejecting this response because:Tari states that there was a refund of the $199 installation fee and $51.47 but there has been no refund at all sent to my account or back on my card. I have not received any information from Vivint. Today, Wednesday, November 9, 2022 I chatted with an agent ******************** from Vivint and she told me that an amount of $250.47 was processed on October 31, 2022 but that there was an error. Meaning that it didn't go through. I have yet to hear from Vivint concerning this. The amount of $683.88 was supposed to be refunded not $250.47. She couldn't event tell me what the $250.47 was for. I am tired and frustrated of playing games with Vivint. I want Vivint to pick up ALL of their equipment. I don't want to owe anything for any of it. I also want my service cancelled and to be free and clear of anything having to do with this company. I don't trust them and they continue to be dishonest with me.
Sincerely,
*************************Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18308502
Complainant: ***** Atilano
Vivint Account #: *******
Date of Agreement: November 13, 2021
To Whom It May ***************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
A refund in the amount of $250.47 was issued to Ms. ******** card ending in **** on October 31, 2022. Vivints record further show that the refund failed to process as the card may have been cancelled, however the refund was placed as a credit on Ms. ******** account. On November 13, 2022, Ms. ******** monthly service fee of $51.47 was processed out of that credit refund so she was not charged her service fee for the month of November.
At this time, check in the amount of $199.00 has been issued to ******************. This refund is the balance of the $250.47 that was processed to cover the installation charge of $199 and one month charge of $51.47. ****************** may receive the remaining balance of the $683.88 upgrade fee if the equipment that was installed on September 25, 2022, is returned.
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: 11/14/2022
Complaint: 18308502
I am rejecting this response because:
I am happy to return all equipment. Tari needs to have an installation technician provide a date when they are available as I have told her that I am available most days and times. I no longer wish to continue with Vivint or their service so I don't understand why any montly fees are being taken out of any credits or money waiting to be refunded. The sooner I am done with Vivint the better.
Sincerely,
*************************Initial Complaint
Date:10/24/2022
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.
In December 2021, I was notified that the alarm system I was using was outdated due to Vivint changing from a 3-G system to a 5-G system. This was going to start approximately March 2022. I also was told that i needed to update the equipment, and that I had to purchase the new equipment for just under $500.00 As a consumer and a customer since approximately March 2006, I do not feel that it is my responsibly to purchase the equipment due to their moving to the new system. I then ask for the loyalty ***** and ask for 3 control panels and approximately 16 sensors be replaced. Vivint offered 80% of the purchase, which would be about $100.00 and a new contract for 48 months. I have not been under a contact for many years and still paying a monthly charge for service since January 2022 through October 2022 at $340.00, with no monitoring. This problem has been referred many times with no resolution and I feel that Vivint does not want to honor their commitment. Sincerely, ************************* ************ ***************************************************Business Response
Date: 10/31/2022
October 31, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18306146
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 24, 2010
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he was notified in December of 2021that his system was out of date and that he would need to update the equipment. He states that he was told he would have to pay to upgrade the equipment. ******************** 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 fix/replace any defective devices with the system. If replacements are needed they will be of the same functionality of the existing equipment. Vivint also offers to lower the monthly rate to $29.99 with no contract extension.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on June 24, 2010. In Section 6 of the Agreement it states that Vivint will provide a replacement for any defective part without charge. It also states that Vivint can use new or used parts of the same functionality. Records show that ******************** was offered an upgrade of equipment for 80% off of a new panel and a new monthly rate of $29.99 for 48 months. Records show that ******************** was also offered a technician to come out and repair/replace any defective parts of the system with a new monthly rate of $29.99 with no contract.
With the listed information above, Vivint offers a technician to go out and repair/replace any defective devices with the system as well as a lower monthly rate of $29.99 with no contract. ******************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/31/2022
Complaint: 18306146
I am rejecting this response because: This message was sent by Vivint's legal department. The legal department needs to be in agreement with service accounts manager ****** at **************, they need to be working on the same page, obviously they are not.!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!
Sincerely
*************************
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