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
- 8,352 total complaints in the last 3 years.
- 2,971 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:09/20/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint and **** ********** never gave me the opportunity to test the alarm system as ageed. On 16 Aug 2024, he persuaded me to allow him to install just the panel because of a competition he was having with another team. The installer state due to heavy work loan he couldn't install the remaining components of the system until the 21st Aug 2024. The installer was a no show on the 21st. The 21st was the end of the system tryout and the last day to cancel. On the 21st I contracted Vivint to cancel. Sent **** ********** text messages about the same. I was told by Vivint customer service I could not cancel because I had equipment installed in my home. I inform them I just have a panel. Vivint is aware of this a refuses to cancel contract. Vivint customer service have made two offer to me. 1) 6 months free monitoring 2) 20% of the equipment. Vivint and **** ********** knowingly with the intent to defraud by installing the panel and not the complete alarm system. To lock me in and void my request to cancellation
Business Response
Date: 09/25/2024
September 25, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22314087
Complainant: ***** Halsey
Vivint Account #: ********
Date of Agreement: August 16, 2024
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 agreed to removal of the Vivint equipment. Upon removal of the equipment Vivint will provide full cancellation of the Vivint Agreement, a full refund of any payments made directly to Vivint and full closure of the equipment line of credit. Mr. ****** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/20/2024
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.
Back in April 2023 we called Vivint to cancel our service. We were selling our property, we no longer owed them for the equipment or nor did we have a contract. we were never told we had to send anything in writing to cancel the service. They also confirmed they did not service the city we were moving too (Naples fl). For some reason they again called us in July and said they would offer some kind of deferment on the account. At this point the account would have been cancelled since April (or so we thought). Come this August 2024 we get a txt message saying there is a balance due since FEB 2024 and if not paid we will be sent to collection. When i called them to figure out what was going on they say that in that call from April 2023 they have a note saying that the call was disconnected and we never confirmed cancellation, and they never received anything in writing from us to cancel. They also can cancel the service right now because there is a balance due of $427.63 running from Feb 2024- August 2024. We have not lived on that property since April 2024, we don't have that equipment and have not used their service in over a year and a half because other than the fact that we don't live in that house we thought our service had been canceled like we requested over the phone. I need help resolving this issue as we don't think we are liable in paying for a service we cancelled over a year ago, never received any notification or anything saying that that account would be differed instead of cancelled. When ultimately there is absolutely no reason for us to do that when the company could not offer us their service either way in the new home (Naples Fl). Prior to that cancelation, we had never had any missed payments or problems with them, never had a late payment either. We simply moved and cancelled our service with a company that could continue to offer us their business in our new home.Business Response
Date: 09/25/2024
September 25, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22313699
Complainant: Dailyn Cepero
Vivint Account #: *******
Date of Agreement: July 22, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. Cepero and appreciate the opportunity to respond.
In her complaint, Ms. Cepero states that she cancelled her service in April of 2023 due to selling her home. She states in August of 2024 she received notice from Vivint stating she has a balance due. Ms. Cepero desires a billing adjustment and cancellation effective April of 2023.
Vivint’s records indicate that Ms. Cepero signed a Purchase and Service Agreement (“Agreement”) on July 22, 2018. On April 24, 2023, Ms. Cepero requested the cancellation of her account. Vivint’s records show all offers were rejected and the call was disconnected. On July 26, 2023, agreed to a deferment on the Agreement. On September 20, 2024, Ms. Cepero reported that her account was to be cancelled in April of 2023.
A Vivint representative has attempted to contact Ms. Cepero via email in efforts to resolve this matter. Vivint has removed the account of Ms. Cepero from collections and waived the associated fee of $488.72. Ms. Cepero may contact Vivint’s 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/25/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22313699, and find that this resolution is satisfactory to me. I have not received any emails or calls from Vivint as of today September 25th.
Sincerely,
Dailyn CeperoInitial Complaint
Date:09/20/2024
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.
A sales associate came to my home, I chose to have an alarm system installed. The billing was never explained to me and now I have fees that are being deducted from my account when calling to inquire your support staff never seems to have an answer. During that visit I provided a referral that also has an alarm system installed, I was offered a $150.00 **** Card for the referral I called in ****** told to call back in 30 days. I called back on 9-20-2024 only to learn that this would be a credit to my account not an actual card.Your sales associates are out in communities making promises on behalf of the company, they are providing false information and not enough information when it comes to billing and referralsBusiness Response
Date: 09/27/2024
September 27, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22313328
Complainant: ********* ****
Vivint Account #: ********
Date of Agreement: July 13, 2024
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 provide a refund in the amount of $150 for the referral credit promised. ******* 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:09/20/2024
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 May of 2024 we moved to a new location and was initially looking to cancel the service, but learned that there's a contract and we would have to buyout the contract. I mentioned the woman that signed us up in October of 2021 told us there was no contract, it is month to month and we can cancel anytime. Learning this, I informed the oversees call **** that this is a breach of contract, but they clearly didn't understand, so we decided to just transfer the service to the new residence. While transferring the service the oversees vivint representative upsold me what he said was updated/new equipment and that there would be a $550 fee to install, we said ok. Upon the vivint tech coming to our old residence to uninstall the already fully paid for equipment, I told him what I was told and he said, all the equipment is the same, you were lied to. Another violation of consumer protection law. So i declined any "new/updated" equipment. Now in the new residence, Vivint cancelled the installation service on three separate occasions for whatever reason they gave. The third time I was very frustrated, especially being someone attempted to break into our home while my wife and son was there and we could give a description because we didn't have a doorbell camera to see or deter that situation. So, I call vivint and tell them to cancel the service, I was informed again of the cancellation fee, which i then stated I was not paying due to being lured into the contract under false pretenses which automatically makes the contract null and void. After an hour of arguing, I was placed on hold and was told it will be cancelled and the cancellation fee waved. TO DATE we are receiving bills from vivint and withdraw attempts from a bank account we have. Every time I call I am told, it is not cancelled and that we have to pay the fee. I already contacted a lawyer, and want to resolve this without litigation, but 9/19/2024 we received a bill in the mail for $202.00 or so.Business Response
Date: 09/26/2024
9/26/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22313180
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 11/2/2021
To Whom It May Concern:
I have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ***** account and waive the overdue balance. Mr. **** has no further obligation to Vivint. Mr. **** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/19/2024
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 2022, I reviewed my annual credit report and discovered a fraudulent account in the amount of $4,000 opened with the credit title TBOM/ATLS/FORTIVA-SYNCB without my consent. I previously assumed it was tied to a retail clothing store and went through the proper steps of reaching out to that company. I filed a police report, reached out to credit bureaus and sent a letter in the mail demanding that the company close the fraudulent account and to stop their debt collectors from harassing me with texts, calls, and emails. For the last few years, I assumed everything was resolved after the communication ********* the last few months, debt collectors have bombarded me with their disgusting scare tactics. The debt collectors informed me that the account was for ********************** equipment and they demanded I pay. Vivint Smart Home fraudulently used my credit to open an account in the amount of $4,000 for someone else without my consent. I am only one of the many thousands of victims to Vivints Smart Home fraudulent scheme see ongoing ************************ investigation/settlement. To my shock, the credit bureaus informed me they never received communication from Vivint to close my fraudulent account. When I have tried reaching out to Vivint directly or tried explaining the situation of identity theft to the debt collectors, the representatives from both parties have resorted to using aggressive language and threatening messages trying to force me to pay off account that I DID NOT open in the first place. They are not committed to resolving the issue in full. Debt collectors include ******************, The ****************, ***, ******, **************************, etc. IN THE PAST WEEK THE **** COLLECTORS AND VIVINT HAVE EVEN REACHED OUT VIA PHONE TO MY FAMILY MEMBERS TO CONFIRM MY LOCATION FOR A VISIT. I am utterly appalled that this is a situation I am still dealing with years later. I plan on reaching out to my states ************************ as well.Business Response
Date: 09/25/2024
September 25, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22312179
Complainant: **** ************* (formerly *****)
Vivint Account #: ******
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by Ms. ************* and appreciate the opportunity to respond.
In her complaint, Ms. ************* states that in 2022 she discovered a fraudulent account for the amount of $4,000.00 opened in her name without her consent. She states she filed a police report and contacted the credit bureaus. Ms. ************* states She thought everything was resolved. Ms. ************* states in the last few months she has been receiving calls from debt collectors. Ms. ************* desires cancellation of a fraudulent account and correction to a credit report.
A Vivint representative has attempted to contact Ms. ************* via email in efforts to resolve this matter. Vivint has requested that Ms. ************* provide Vivint with any account information she may have regarding this matter so that Vivint may help Ms. ******************* as needed. Ms. ************* 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: 09/29/2024
Complaint: 22312179
I appreciate Vivint's response to this complaint but I am rejecting this response because: (1) I responded to their ****************** email sent to my personal email address on September 26, 2024 and am awaiting their response. In the email their legal department sent me, they brushed off my complaint and stated they could not find an account in my name. However, if they read my original BBB complaint, they would understand that part of the issue is the account was opened fraudulently by using someone else's information (name, etc.) and my social security number. Thus, there would not be a legitimate account because I never opened one. Vivint used my SSN and credit to open an account for someone else. I do not want this case to be closed or considered resolved until they read my email response and do further research. I provided them with documentation of the debt collectors and other details.
Sincerely,
**** *******-***** (formerly *****)Business Response
Date: 10/01/2024
October 1, 2024
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 22312179
Complainant: **** ************* (formerly *****)
Vivint Account #: ******
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by Ms. ************* and appreciate the opportunity to respond.
In her rebuttal, Ms. ************* states Vivint brushed off her complaint. She states the account is fraudulent and would not be in her name. Ms. ************* desires cancellation of a fraudulent account and correction to a credit report.
A Vivint representative has attempted to contact Ms. ************* via email in efforts to resolve this matter. Vivint has provided Ms. ************* with possible account information that she may relate to in efforts of locating an account. ********************** is currently awaiting a response from Ms. *************. Ms. ************* may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/19/2024
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 qualified under their emergency debt release for my security contract and they won't honor it.Business Response
Date: 09/25/2024
9/25/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22311703
Complainant: ******* ******
Vivint Account #: ********
Date of Agreement: 10/28/2023
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 her account and waive the balance. Ms. ****** has no further obligation to Vivint. Ms. ****** 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:09/19/2024
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.
Date of transaction was about a month ago company was to give me a three month trial period to try out alarm but I cancelled before three months time when tech came to remove system left hole in living room wall and my original doorbell doesn't work anymore it was before install need them to patch my wall and doorbell. System was removed on September 17th 2024 I tried contacting company and they say because I no longer have account with them they can't pull up information me.Business Response
Date: 09/25/2024
September 25, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22311496
Complainant: ***** Brewster
Vivint Account #: ********
Date of Agreement: August 22, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** states that she cancelled before her three (3) month trial period was over. She states when the technician removed the equipment a hole was left in the wall and her original doorbell no longer works. Ms. ******** desires a repair.
Vivints records indicate that Ms. ******** signed a Purchase and Service Agreement (Agreement) on August 22, 2024. On September 11, 2024, Ms. ******** requested the cancellation of her Agreement due to financial distress. On September 19, 2024, the cancellation of the Agreement was completed.
A Vivint representative has attempted to contact Ms. ******** via email in efforts to resolve this matter. Vivint has given the information provided by Ms. ******** to the Home Damage/Claim Resolution team to assist in resolving this matter. Ms. ******** can expect a call within the next seventy-two (72) hours. Ms. ******** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/19/2024
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 initiated security services with Vivint on July 7, 2021, located at ********************************************************************. On April 1, 2023, I moved to *********************, *******, *******, and requested that Vivint transfer my service to my new address. Vivint disconnected the service from my previous residence but has failed to reinstall or provide any service at my new address despite my numerous attempts to resolve this matter. I have contacted Vivint numerous times over the course of more than a year, requesting a technician to install the equipment at my new address. Each time, I have been promised escalation of the issue, yet no technician has ever arrived, and no service has been reinstalled. During this time, Vivint has continued to bill me monthly for a service they are not providing. When I requested to cancel my service and contract due to their failure to provide a technician and re-establish the service at my current residence, I was met with refusal. Instead of addressing the issue, Vivint representatives solicited additional warranties and tried to pressure me to purchase new equipment despite my old equipment working perfectly fine. In addition I was hung up on during one of my calls when I asked for contract cancellation. In addition to the ongoing service charges, I am continuing to make payments to ************* for a loan I took out to pay for Vivint's equipment, which cost over $3,000. This is for equipment that has yet to be installed or utilized since I moved to my new address. I am requesting the immediate cancellation of my contract with Vivint, given their failure to provide the services agreed upon. Additionally, I am requesting a refund of all payments made since April 1, 2023, when Vivint ceased providing services, along with a reimbursement of the costs incurred for equipment that has not been installed at my new residence.Business Response
Date: 09/25/2024
9/25/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22311237
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: 7/7/2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel his account and line of credit and backdate the forgiveness to April 1, 2023. Mr. ****** should receive his refunds within 14 business days. Mr. ****** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/19/2024
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.
This complaint begain May 2024 is regarding unauthorize equipment installation and charges for a panel/HUB installation that I Did not request or agree to pay for. I Was told by the service man that there would be no additional charges for him to "check my system" for current functioning. I was not aware or agreed to any equipment upgrade beforehand. The service man came to my home. He checked and said it was an older panel. I even showed him on my cellphone how the app was not working. I specifically told him if there are any additional charges, please do not make any changes. As I am on a strict budget. He assured me there would be no additional charges. I was previously paying $32.14 for monthly service. To my dismay I am being billed $137.54 monthly since May 2024 due to this additional charges. I would have never agreed to a panel {hub} upgrade for the price I am being charged even with a discount. I have been a faithful paying customer of the company for many, many years! I Pride myself on Never missing a payment. My record can attest to that! To resolve this issue in good standing I requested that my account be canceled Immediately. And said Panel/HUB be removed if that is what is required to resolve this issue in good standing. The company is advised of this and refuses. TO which they stated their plan to keep charging me monthly against my will. And force me to pay unauthorized charges and send this information to my credit report. I have tired and spoken to several customer service representatives since May 2024 for months to resolve this issue in good standing. I do not wish to incur additional charges. Any additional financial charges are a hardship on me. This situation has caused me much, much stress and discouragement as I have been a good customer of this company for years.Business Response
Date: 09/25/2024
September 25, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: July 20, 2016
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 schedule a Smart Home Professional to remove the upgraded panel. Once
removed, Vivint will proceed with cancellation of the monitoring service. Ms.
****** may contact Vivint’s representative directly if she has any questions or
concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/19/2024
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.
June of 2024, A sales agent came to sell an alarm system. I was not told I would need a third party creditor and credit in the amount of $4,000. Within 7 days of service, after finding out about the credit, I immediately returned the equipment and cancelled the service. I am still being charged monthly, as well as having a $4,000 credit on my credit report and my credit score has dropped tremendously. I was told that Vivint has denied my cancellation after retrieving the equipment.
Nutshell. I am still being charged after only 7 days of use and no equipment.
The agent also forged my signature due to e-signBusiness Response
Date: 09/25/2024
September 25, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ****
Vivint Account #: ********
Date of Agreement: May 10, 2024
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 cancelled
the monitoring service agreement, refunded all payments made directly to Vivint,
and refunded the equipment line of credit with Fortiva. 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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.