ComplaintsforVivint Smart Home

Burglar Alarm Systems

Additional Complaint Information

Customer Complaint:

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Initial Complaint
04/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a past due bill with an account number ********* from this business even though I do not have any business or account with them. I have called severally to have my name removed from their system and for them to stop sending these bills in my name. However nothing has been done. I have been pushed around so many times and no one has been able to fix this problem.
Business response
04/22/2024
April 22, 2024

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

RE:    Consumer Complaint Case #: ********
           Complainant: ******* *******
           Vivint Account #: *******
           Date of Agreement: May 19, 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 her name from the billing account, changing it to the tenant/ contract signer’s name. Ms. ******* may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Customer response
04/22/2024

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
04/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A vivint representative came by my mom's house to sell vivint services. He said we were not signing a contract and we can cancel anytime after the equipment was paid off. The equipment was paid off and vivint was notified through phone and email that we no longer would like them to monitor our cameras. They still tried to continue to charge my card. My mom spoke with the vivint equipment department who stated that they don't know why they are still trying to collect payments since the equipment was paid off. Now they are trying to send a collection agency to collect. Please stop them from harnessing me and my mom
Business response
04/17/2024
April 17, 2024

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

RE: Consumer Complaint Case #: 21579101
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 13, 2019

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 account of **************** from collections and to 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 Legal
Customer response
04/17/2024

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
04/14/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We had a guy come by in May of 2020 to talk to us about Vivint. We were told that the equipment would be paid off after two years and once it was then we could cancel the monitoring services through Vivint. When we tried to cancel the services we were told the contract he signed was for five years and that our equipment was not paid off yet. We are stuck paying for equipment that has never worked well and for services we do not want. I know this is a common problem. These salesmen go around and tell you what you want to here only for you to find out later the contract you signed says something different. He even told us what the contract said and just handed over the iPad and said sign here. We were not even given the opportunity to see what we were signing. This business is a complete scam. When have even been stolen from 4 times. It happened directly in front of our cameras and they didn't pick anything up. Literally paying $85.00 a month for nothing.
Business response
04/19/2024
4/19/2024

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

RE:    Consumer Complaint Case #: 21574970
           Complainant: *********************************
           Vivint Account #: *******
           Date of Agreement: 5/27/2020

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

A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ********** account without penalty. ********************* may contact Vivints representative directly if she has any questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Customer response
04/19/2024

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
04/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 2/19/24 I called Vivint to cancel both my address with them one in ************* and one in ************** **********. I was on the phone with them for 3.5hrs and also on the phone with citizens one bank to verify the loans for equipment were paid off for both accounts. They confirmed the loans were paid off for quite sometime and it was fine to cancel my accounts. Vivint sent me an email of cancellation I filled it out for both the battle ground house and the ******* house with their request of why i was cancelling. I stated i was cancelling because i found better service elsewhere for both and emailed them back. All this week i have been getting calls from vivint saying i owe them money and if they can process a card for payment i said no i closed both my accounts with on 2/19/24. They said we only see the battle ground closure not the *******. I said well that's not my fault you didn't do your job! I did the email that you requested! They said they can cancel it today but it takes 30 days so i will still owe for march and April. I said i'm not paying you anything as i cancelled it on the 19th of February and got your email saying it was cancelled on 3/18/24 29 days after the email. Reading all these complaints this seems to be Vivints MO to charge people continually and just say they never received cancellation notice! Even when sent the screen shot they asked for! i was a customer of theirs for several years with 2 locations and paid them thousands of dollars over the years and have never got any customer service from them. They never sent out the replacements to items that needed replaced like they said they would!
Business response
04/16/2024
April 16, 2024

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

RE: Consumer Complaint Case #: 21556950
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: October 15, 2018

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 cancel the account located in ************** without further penalty. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal

Customer response
04/16/2024

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
04/10/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a customer since May 24, 2016 and called on April 10, 2024 to cancel my account since I will be moving and no longer need the service. I was told I was under contract until October 27, 2025 and would need to pay over $800 to cancel the account. No, I am not interested in transferring the service or having the new owners take over the service. I had my panel upgraded back in October 2021 and apparently that extended my contract. However, a door to door salesman came to my house and stated that I was eligible for an upgrade. Nothing was said about the contract being extended. This is absolutely absurd and it is impossible to speak to someone regarding this matter. I have been a loyal customer for over 8 years and all I need to do is cancel the account without a contract penalty that I did not agree to. I am currently still on hold with the customer service team while they listed to this supposed agreement. Current hold time is 49 minutes and 11 seconds. Must have been a really long conversation if it takes that long to listen to. I have also requested a copy of this signed contract that they can't seem to find. Please resolve this matter by canceling my account and not charging me for a contract that I never extended.
Business response
04/16/2024

4/16/2024

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

RE:    Consumer Complaint Case #: 21555973
           Complainant: ***********************
           Vivint Account #: *******
           Date of Agreement: 5/24/2016

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

A resolution has been agreed upon. At this time, Vivint has agreed to cancel ************** account without penalty. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Customer response
04/17/2024

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
04/09/2024
Complaint Type:
Billing Issues
Status:
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.
I was notified today that I am behind on my bills by 3 months. I was on a 6-month deferment and was told I would be notified when the deferment ended and billing resumed. I have not received an e-mail, text, or phone call about any billing information for the entirety of the 3 months I have been being charged and only just received a text today saying my account would be closed. I was not on any term contract and could have canceled at any time or requested another deferment, which I would have done had I been aware of what was transpiring. I held and paid in full all bills for 2 years and have been in every way an excellent account for Vivint. I haven't been using any services in this interim period in any way and am being charged regardless. Our home was destroyed and we uninstalled and paid off all equipment with plans to reinstall and continue services once we bought a new home, which we did and will be moving into this Saturday (April 13th, 2024). We also had plans to upgrade to solar energy panels once we had time to readjust our budget after moving. I can firmly say that if this is not resolved I will be discontinuing all further business in perpetuity with Vivint and will encourage others to do the same in all ways I can. I will also dispute all charges in all ways I am able. It seems to me the better business decision would be to find a way to continue receiving my business for years to come rather than chase after a small amount of money for a small and understandable discrepancy where the company did not utilize any resources or services in the period in question.
Business response
04/15/2024
April 15, 2024

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

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

To Whom It May Concern:

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

A Vivint representative has reached out to Mr. *****, and a resolution has been agreed upon. At this time, Vivint has given Mr. ***** a credit on his account and his account is now current. Mr. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,
Vivint Legal
Initial Complaint
04/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I have been a loyal customer with ********************** for ** years now. My bill has always been ACH and drafted on or around the 3rd of every month. Then without any warning, the draft date changed to the middle of the month. I called for several months in a row to get this changed back. Every time they assured me it would be changed back. It never was. I stopped my autopay briefly. This is very inconvenient to me, at this point. All my bills are autopay for the first week of the month. There was a month a forgot to pay it. Once they sent me a notice it was late, I called to pay it and CANCEL my service. It was becoming more trouble than it was worth. One, there are other security companies I could go with and two, I knew I was moving soon anyway. This was in February. I was transferred to their loyalty department, that waved all the late fees, lowered my monthly payment, and promised to correct my autopay draft date. Once again, in March, it was not changed. It attempted to draft right after I had a huge unexpected expense. It was declined. I didnt even notice it declined until I got a call a few days ago in April. I again asked to have my services cancelled and I didnt care what kind of discounts or fee waves they offered, it was becoming a hassle and wasting my time dealing with this, and now I am within weeks of moving. I was, again, transferred to the loyalty department, where I was informed I had 36 months left on a 36 month contract, that I would have to buy myself out of to cancel my service. I never agreed to extend my contract. The lady I spoke with in February that lowered my price and waved my fees never informed me this would be for a contract. I never would have agreed to a contract knowing I was moving soon and would be going with ADT at my next home. I would like my contract voided for no cost, especially since I did not agree to it. I would like my service cancelled at no cost. Thank you for assistance with this matter.
Business response
04/16/2024
April 16, 2024

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

RE:    Consumer Complaint Case #: 21552552
           Complainant: *************************
           Vivint Account #: *******
           Date of Agreement: 4/24/14

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 cancel Ms. ******* account. She has no further obligation to Vivint and may contact Vivints representative directly if she has any questions or concerns regarding this matter.

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

Sincerely,
Vivint Legal
Customer response
04/16/2024

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
04/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On November 6, 2020 our property which contained a Vivint Smart Home System was sold with the understanding that the new property owner's would take over the monthly service fee's. In December Vivint was contacted to cancel the monthly service as the new owner's had not transferred it into their name. Since the system was not paid off the Vivint customer service representative stated that the monthly service fee ($52) could be cancelled but that payment's would still be required to be made on the system. The system was eventually paid off through Citizen's bank. On April 5, 2024 I was notified by Vivint of a monthly service fee increase of ($5). I contacted Vivint to state that this must be an error as I have not had a Vivint service for over 3 year's. They informed me that my account was never cancelled and that I had been paying the monthly service fee ($52) for 41 months on a property that I no longer owned for a total amount of ($2,132). I requested that the service be cancelled effective immediately and requested reimbursement for the amount. I was informed by the customer service representative that the service had been cancelled but they would not reimburse any percentage of the fee's charge as it was my responsibility to follow up with Vivint to ensure the account was cancelled in December of 2020.
Business response
04/15/2024
4/15/2024

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

RE:    Consumer Complaint Case #: ********
           Complainant: **** *****
           Vivint Account #: *******
           Date of Agreement: 6/2/2018

To Whom It May Concern:

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

In his complaint, Mr. ***** explains he requested cancellation in 2020. Mr. ***** requests a refund of all payments made since 2020.

To assist Mr. *****, Vivint has backdated the cancellation of Mr. *****’s account to June 1, 2023 which is the end of his contract. Mr. ***** will receive a refund of $573.74 within 10 business days.

Vivint’s records show that Mr. ***** signed a System Purchase and Services Agreement on June 2, 2018 for an initial term of sixty (60) months. To cancel the account, according to the Agreement, Mr. ***** must provide a 30 day written Notice of Cancellation. Vivint’s records show Mr. ***** provided a Notice of Cancellation on April 5, 2024.

Vivint agrees to the resolution above.

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

Sincerely,

Vivint Legal
Customer response
04/15/2024

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
04/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In February 2019 we signed on with Vivint in Orlando, FL (60 month term). We had cameras, keypad and remote door locks, a hub system and it was great. In August 2020 we moved to PA and were told we can move our system with us, no problem. It was our understanding we were working under the same agreement, not a new contract. When the tech came out to install the new system he wouldn't install the cameras and said the door lock wouldn't work. So now we had a bunch of equipment we couldn't use and the system that was installed was not something we wanted. In May 2022 we decided to cancel our service; we were told we needed to pay off all equipment, so we did, and instead of cancelling we deferred for one year. In May 2023, the service fees started back up and our payment didn't process. It could have been an expired card, or the billing address was no longer accurate since we moved. We received no notification (via email, phone or mail) that the payment didn't go through. This happened for the next few months and then in Oct 2023 Vivint closed our account due to non-payment. Again, we never once received any communication. In November, we get a call from collections. Spoke with the rep and she said our account was cancelled/closed and we were fine since all equipment has been paid for. She clearly did not do any research to understand why it was cancelled, we had assumed it was because that is what we wanted back in May 2022. Fast forward to March 2024, receive call from collections again. No one can share what communication was attempted about payment not going through or a breakout of what we owe that adds up to $1364. We have spent countless hours on the phone, on hold, bounced around from person to person, yelled at even. This is the most unprofessional and shady business I have ever worked with. Feels like deception and lies around every corner and no answers or attempt at resolution as they only want to continue to collect money.
Business response
04/15/2024
April 15, 2024

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

RE:    Consumer Complaint Case #: ********
           Complainant: ***** ******
           Vivint Account #: *******
           Date of Agreement: February 9, 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 agreed to remove the account from collection leaving the account closed. Mr. *********** ****** has no further obligation to Vivint. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.

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

Sincerely,

Vivint Legal
Customer response
04/15/2024

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
04/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
First complaint is the issue of faulty equipment that was installed. In December 2023 when I started with Vivint security system they installed security cameras, smoke detectors, and a carbon monoxide detector. I would say within a few months of having the system it started to reflect the carbon monoxide detector was offline, I contacted customer service they trouble shooted over the phone and I assumed the issue was resolved, nope a few days later it reflected back offline, so I called back they tried resolving over the phone but, it didn't so they assigned a technician to come out, he came out and installed new detector and issue was resolved. However, while the technician was out I asked about a indoor security camera and how much that would increase my monthly bill and which I was told that there was a $99 installation fee and my bill would only go up a FEW dollars and because he was already out here they would waive the installation fee.Well that was not the case I was charged the $99 installation fee and my bill went from $60 to $90. I called vivint and citizens bank which is who the financing is through and complained to them that if i was informed properly I would've never installed the indoor camera, I called immediately after I received my first bill, but vivint is stating they hadn't heard of this issue until 3 April 24 which is a bold face lie and they're telling me that I am out of the trail period and can't cancel my account without penalties or charges.I'm asking that vivint take their equipment back and cancel my account with no early termination fees or cancellation fees. I don't want to be a customer of a company that lies.
Business response
04/16/2024
4/16/2024

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

RE:    Consumer Complaint Case #: 21549887
           Complainant: *******************************
           Vivint Account #: ********
           Date of Agreement: 12/30/2023

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

Vivints records show that the charge for the indoor camera has been removed in addition to the monthly camera services fee being removed. To further assist ********************, Vivint has added a two-month credit to his account. ******************** 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 Legal

Customer response
04/17/2024

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,

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

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