ComplaintsforVivint Smart Home

Burglar Alarm Systems

Additional Complaint Information

Customer Complaint:

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Initial Complaint
04/24/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We purchased a home with vivint security system already in place in the Summer of 2021. A vivint door to door sales man stopped by and sold the $35 dollar a month service for the system left by the previous owners. He informed us that we could cancel at anytime without any cancelation fees. Now in today 4/24/24 we called to cancel our service and they are claiming we owe $900.00 as there was a contract signed through 2026. This is clearly a fraudulent practice as there is absolutely no way we would have agreed to this esp. when the service we are paying for is a glorified alert on our own phones. Vivant has clearly done this same predatory practices in the past as seen in previous complaints on the BBB. Viva t needs to cancel our service as of 4/24/2024 and we will NOT pay a single cent for the cancellation fee. Please stop this fraudulent predatory practice for all your current and future clients.
Business response
04/29/2024
April 29, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21620930
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 17, 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 cancel the remaining Vivint monitoring contract without further penalty to ************. ************ 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
04/30/2024

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
04/23/2024
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 called in February 2024 to cancel service, I paid to end the contract fee of $306.41. Emailed my written notice to cancel to the email they provided and got confirmation. Service was to end March 19, 2024. On 3/18 I was charged the monthly fee, they said because cancellation was close to billing date, I got charged but should be getting a refund. I think the only reason I got the reverse charge was because I disputed it with my credit card. On 4/17 I was charged again for their monthly fee, called and spoke with a supervisor who confirmed that they have received everything to cancel and that she doesn't know why it hasn't processed and that is why I'm being charged. She said she would submit cancellation again and said I would be getting a refund. Now, even though they have been charging me, I get an email that I have a late payment. So I've talked to 4 different people, George, Juan, Leo and I didn't get the supervisors name and nothing has been resolved.
Business response
04/29/2024

4/29/2024

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

RE:    Consumer Complaint Case #: ********
           Complainant: ****** ****
           Vivint Account #: *******
           Date of Agreement: 4/16/2022

To Whom It May Concern:

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

A resolution has been agreed upon. At this time, Vivint has agreed to cancel the account and waive the balance. Ms. **** 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
04/29/2024

Complaint: ********

I am rejecting this response because: I continue, till today, to get past due notices from Vivint. you say you are willing to waive the past due, there is no past due. You've been charging my credit card even after service was cancelled. Your representatives keep telling me the same thing (4 times already), that it should have been cancelled and they don't understand why it hasn't gone through. If I get a ding on my credit for non-payment, I will seek legal representation. I will consider this resolved when I stop getting your calls and emails and are no long charging my credit card.

Sincerely,

****** ****
Initial Complaint
04/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Business will not process account cancellation paperwork in order to continue charging customers monthly subscription fees.
Business response
04/24/2024
April 24, 2024

Better Business Bureau of ****
3703 W **************************************************************

RE:    Consumer Complaint Case #: 21608998
           Complainant: *************************
           Vivint Account #: *******
           Date of Agreement: April 30, 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 cancel the monitoring service effective May 19, 2021, and to refund all payments made directly to Vivint from that date forward. ************** has no further obligation to Vivint. ************** 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
04/24/2024

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
04/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In 2023 purchased a security system from vivint with the agreement that we can test the system and cancel at anytime with no cancelation or additional fees. Also, was promised a $200 credit from a referral which we never received. Property was sold in 2024 which the system sold with the home. Vivint advised that once equipment is paid in full i can cancel and close account. I paid the equipment off $1,227 and had Citizens connect me to vivint as well as confurm equipment was paid in full. Account was supposed to have been canceled and closed. Please cancel/close account immediately as i paid the equipment in full as instructed by vivint in order for me to close account. Also i tried being reimbursed the $200 that i never got which is why i signed up in the 1st place but to be given the run around is insane. Also Vivint admitted to owing the $200 but refusing to give me my refund. I am requesting the account be closed and refunded $200. Best Regards,*****************************
Business response
04/24/2024
April 24, 2024

Better Business Bureau of ****
3703 W **************************************************************

RE:    Consumer Complaint Case #: 21595131
           Complainant: *****************************
           Vivint Account #: *******
           Date of Agreement: January 12, 2023

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 monitoring service agreement effective April 22, 2024.Vivint also agrees to refund the amount of $200. ****************** has no further obligation to Vivint. ****************** 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
04/24/2024

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
04/18/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Last August I tried to switch home security systems. Not because I didnt like who I had already, which was Alder home security system. But because Vivint sent a representative to my address 3 time in three weeks. The first two times I told them I already had a system I was not looking for another one. The three time it was a different rep. *** he explained he was a manager and had been working for vivint almost 5 years. He prominent that vivint would buy out my contract with Alder if it was under $1500. I told him it was and he asked to look at my old equipment and compared it to theirs and then he offer other equipment I didnt have, and I said thats cool sure I will like this. He begin to add everything together to give a monthly price and I said was really hoping to stay in my price bracket I already had. He made some changes and gave me a fair price. He explain he could sign me up that day and have a tech. Install the next day. He also told me I had 90 days to email my balance from Alder to him so they could take care of that balance. I agreed to everything he left. The vivint tech can and installed the next day. I called alder to get a balance it took maybe a week they mailed it out to me. I emailed it as promised. Waited 30 days, no replied to me from Vivint. To make a long story short I called back every 30 days for 4 months straight and I got a different response from each representative. Until the 5th month the representative just flat out told me they are not paying off my previous security system, and that I didnt have proof that Vivint rep. ******** me anything. Meanwhile Im paying for both security systems. So I told Vivint to come pick up their equipment because I have been tricked by their representatives. They said they couldnt pick up anything its mine now and that I need to pay a balance of $2600 dollars. I immediately stop paying them and I received threats for them to place this on my credit report.
Business response
04/23/2024
April 23, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21546683
Complainant: Tajara Franklin
Vivint Account #: ********
Date of Agreement: August 23, 2023

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

In her complaint, ******************** explains that she was promised a contract buyout under $1,500 when she signed up with Vivint. She further explains that after installation she emailed Vivint the balance, but she was told it would not be paid. ******************** desires the cancellation of her contract.

At this time, Vivint is willing to assist ******************** with her contract buyout. A legal representative from Vivint has attempted to contact ******************** via email and phone to resolve her concerns.

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 $36.47, and total equipment fee of $2,627.71 that was financed through Citizens, plus applicable taxes during that term.

Vivint agrees to the above resolution. ******************** 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 Legal

Customer response
04/28/2024

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
04/17/2024
Complaint Type:
Service or Repair 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.
Vivint sells you a system which breaks easily and then makes it incredibly difficult to fix or cancel but continues to charge for service while you wait for a service technician who can never come. Vivint equipment is unable to function in cold climates such as the climate we have in *****. Of the 7 sensors and 2 cameras that were installed , 6 sensors and 1 camera stopped working within 2 weeks. Vivint does not provide technical support and wants me to re-install the sensors my own own. After the technician came out to fix he acknowledged that the system probably won't work but that I'd have to let it fail again, which it promptly did. When I called to cancel the service and return the equipment I was told I needed to have a technician come out to try to fix it again. This time I was told no technician was available and that I would have to keep calling back to try to schedule. Each call takes 15 minutes to an hour depending how many times you have to ask for a manager. This feels like a stalling tactic to keep me paying the monthly fee even though the alarm system doesn't work.
Business response
04/23/2024

4/23/2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 21588761
           Complainant: ***************
           Vivint Account #: *******
           Date of Agreement: 12/1/2022

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

In his complaint, ******** explained he is dissatisfied with the equipment and service. ******** requests cancellation of his account.

To assist ********, Vivint has cancelled his account and forgiven the remainder of his equipment line of credit.

However, it should be noted that on December 1, 2022, ******** signed a System Purchase and Services Agreement (Agreement)for an initial term of sixty (60) months. Despite this information, Vivint agrees to the resolution above. ******** 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 Legal
Initial Complaint
04/17/2024
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.
Vivint will not cancel our service. We have attempted to cancel our account since June of 2023. However, they state that they can upgrade our equipment to run the system adequately but they refuse to cancel our service and continue to charge us monthly service fees. We have paid every bill in full to cancel our account however to no avail they will not cancel. I have created a case number with Vivint: CA-********* and spoke multiple times with their Loyalty Team at ************** without success. I am seeking my Service Account #******* be canceled.
Business response
04/23/2024
April 23, 2024

Better Business Bureau of ****
3703 W **************************************************************

RE:    Consumer Complaint Case #: 21587184
           Complainant: ***********************
           Vivint Account #: *******
           Date of Agreement: July 15, 2017

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 monitoring service effective April 18, 2024, when the written notice of cancellation was received. ************** has no further obligation to Vivint. ************** 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
Initial Complaint
04/16/2024
Complaint Type:
Order 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 went into contact with ******* for a security system in 2019. At the time, the sales representative stated I was able to terminate services anytime after the system was paid off. The system was paid off with Citizens in September 2022. In February 2024, I decided to terminate the services as it was not working properly and not being monitored. ******* failed to work on the system and let me know there were issues. When I called to canceled services, the representative spoke poor English and I was unable to understand them. After telling them numerous times I "couldn't understand them" I was informed they were lowering the bill and sending a code for a referral". What they failed to tell me was if this happened, I would be going into another 3 year contract. At no time did I agree to do this. Nor did I sign any paperwork stating I was agreeing to do this. I contacted ******* on 3 separate occasions. Each time being told this would be taken care of and services were going to be canceled. I am now being told by a 4th representative, a new agreement was entered into and there was nothing they could do to cancel, except for me to pay an early termination fee of $1700. I have had a new security system for 1 month and have not been notified by ******* my services were not working. They want payment for services that are not even being rendered. ******* is getting unsuspecting elderly consumers into long contracts by dishonesty. I want out of this "new term" they say I agreed to without having to pay a termination fee. I have stopped all payments to Vivant through my bank and do not want this to effect my credit and livelihood.
Business response
04/22/2024

4/22/2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 21585230
           Complainant: ***********************
           Vivint Account #: *******
           Date of Agreement: 7/29/2019

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. **************** has no further obligation to Vivint. **************** 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
Initial Complaint
04/16/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Vivint was installed in my home by my husband before his death. The home has been sold and the new owner do not want to take over the system and refuse to return it. I contacted Vivint customer service about cancelling the contract. The refused to due this unless I paid them $750. The next representative told me that $750 was not the amount that it was over $1000. Every time I have contacted them the amount is bigger. I want the contract cancelled and do not believe I owe the cancellation fee. The Equipment has been paid off for years. We were told initially that the contract could be cancelled when the equipment was paid off.
Business response
04/22/2024
April 22, 2024

Better Business Bureau of ****
3703 *******************************************************************;

RE:   Consumer Complaint Case #: 21584808
         Complainant: ***********************************
          Vivint Account #: *******
          Date of Agreement: July 23, 2014

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

In her complaint, ******************** states that she sold the home where the equipment was installed, and the new homeowner does not want to take it over and refuses to return it. ******************** states that she has attempted to cancel,however, is being told she needs to buy out the remaining contract term in order to cancel. ******************** desires to have the monitoring service cancelled without penalty.

Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on July 23, 2014. On March 1, 2024, ******************* called saying she sold the home and has paid off the equipment. ******************* stated that she wanted to transfer the account to the new ********************************* representative advised ******************** of the buyout payment needed to cancel the Agreement. On March 6, 2024, ******************** called for options on removing the equipment and to defer the account as she was not able to make the buyout payment at the time. On April 16, 2024, ******************** called wanting to change her panel pin as the new homeowner will not allow her access to the panel.******************** has attempted to retrieve the equipment; however, the new homeowner refuses to allow ******************** access to remove the equipment.

A Vivint representative has attempted to reach out to ******************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel with forgiveness the remainder of the monitoring service agreement effective April 22, 2024. ******************** has no further obligation to Vivint.

To resolve this matter, Vivint agrees to the resolution as stated above. ******************** may contact Vivints representative with any questions or concerns she may have.

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
04/23/2024

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
04/16/2024
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,

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

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