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
- 8,353 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:09/17/2024
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.
My garage door sensor continues to give low battery error message. I have contacted vivint on several occasions about this issue. Each time, they make me trouble shoot the sensor with them which most often requires a 90+ minute phone call. They connect via video to monitor the steps they advise I do. They have watched me change the battery, which I purchased new ones only (can provide receipts) They sent a new sensor which I changed, we updated the panel and model number, it eventually worked after the 3rd phone call maybe for about 2-3 weeks and then the same error message came up again. I contacted them again today 9/17 and requested a tech come out to troubleshoot and fix as I am tired of being their tech and asked to troubleshoot the same issue. I also mentioned how I am paying extra for a protection plan. They continued to insist I need to trouble shoot again (this would have been maybe my 3-4th time) troubleshooting the same issue. They record calls, take notes, they can see how many times in the last 2 months Ive called about this sensor and all the troubleshooting that was done. Why should I do it again? Im not an alarm tech and Ive done it several times before. I told them my next step was contacting the BBB since they were not being customer service oriented.
Business Response
Date: 09/23/2024
9/23/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22296653
Complainant: ***** ******
Vivint Account #: ********
Date of Agreement: 12/19/2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** explains she is having technical difficulties with a sensor. She requests Vivint send a technician to her home to repair it.
A representative from Vivints **************** has contacted Ms. ****** via email to schedule an appointment.
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:09/17/2024
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 had a door to door salesman come to my home on August 16th. He talked to me about putting cameras in my home and verbally told me several times that I would have up to 7 days to decide if I wanted to keep the cameras. This is the only reason I let them go ahead and install them. He even gave me his card and told me to contact him directly if I decided I no longer wanted them. Just a few days later, my husband and I decided we didn't need the cameras, so I called the salesman on Monday, the 19th and got no answer and couldn't leave a message due to his VM not being set up. I called again on Tuesday, and again, no answer. I waited a few more days, because from my understanding from what he told me is I had 7 days to cancel. So I called again on Friday, which is the 7th day, and again, no answer. Since it was the 7th day, I knew I had to hurry and cancel, so since he wasn't answering, I got ahold of customer support, and was told that they only have a 3 day cancelation policy. The customer service woman tried to contact him as well and she couldn't get ahold of him either. Had I gotten ahold of the salesman on Monday, I would've been able to cancel during the right time. Not only was I mislead by the salesman, but he failed to answer any of my calls so that I could've canceled my services during the given time period. I also never received a piece of equipment that I was told I was going to receive within the next day, so I wasn't able to fully experience my alarm system before making the decision to keep it or not. It's been a month, and I still haven't received my additional equipment that I was promised, and I was also charged this month after being told my first month would be free. I also just found out that I'm not only paying the credit line back that they used to purchase my cameras, but I'm also paying Vivint themselves. So I'm paying two separate accounts, which I was also not told about, with a total of almost $100, which I cannot afford.Business Response
Date: 09/23/2024
September 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22296535
Complainant: ***** ****
Vivint Account #: ********
Date of Agreement: August 16, 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 schedule a Smart Home Professional to remove the equipment. Once removed,Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund to ******* for the equipment line of credit, and a refund of all payments made directly 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:09/16/2024
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.
09/16/2024 Vivint withdrew $200. I have had Vivint for 6 years. My panel was not working. They sent a tech, free. Tech replaces panel because mine was old. There was no discussion on my monthly bill going higher or that they were charging me. It was an unauthorized increase of withdrawal and it was fraudulently passed to me.Business Response
Date: 09/20/2024
September 20, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22295393
Complainant: Rose Harris
Vivint Account #: *******
Date of Agreement: July 20, 2018
To Whom It May Concern:
I have reviewed the information provided
by Ms. Harris and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Harris and a resolution has been agreed upon. At this time, Vivint has
agreed to cancel the monitoring service effective September 20, 2024, along with
refunding the amount of $323.24. Ms. Harris 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: 4931 North 300 West, Provo, Utah
84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22295393, and find that this resolution is satisfactory to me.
Sincerely,
Rose HarrisInitial Complaint
Date:09/16/2024
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 moved into a home that already had Vivint home security. I did an account takeover and bought some new equipment. Was dissatisfied with the company almost immediately. The salesman installing the new equipment used extreme profanity in front of my children. There was some technical difficulties with the cameras and thermostat. So after a couple of weeks I decided just to cancel the service and was issued a refund for my equipment. Vivint claims I did not cancel properly and so they filed a collection against me in the amount of $1,130.10 for the equipment that they refunded plus a couple of months of service after I canceled. I called once I received the collection notice and the guy on the recorded line admitted in that he read in the notes I was refunded for the equipment and canceled. But that I did not return some email that that I never received in the first place and so they did not honor the cancellation and charged me again for the equipment after the refund and several months of service.Business Response
Date: 09/18/2024
September 18, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22294829
Complainant: Lucas Estrello
Vivint Account #: ********
Date of Agreement: March 28, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Estrello and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Estrello and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account of Mr. Estrello from collections and to waive the associated fees. Mr. Estrello has no further contact with Vivint. Mr. Estrello 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/16/2024
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.
On July 24th 2024, a door-to-door representative for Vivint SmartHome (Mario) came to my house and presented an opportunity to trial a new security system. At my door, he showed me the camera system and stated that they could set up the camera in front of my garage for a free trial to see if I would like the system. Once I agreed to this, the representative entered my home and proceeded to provide me with a more in depth explanation of the system capabilities, as well as a quote. Additionally, the representative made it sound as though the system set up would be quick and easy, but when the technician came I understood that the components of the system required drilling holes into my house which was not disclosed by the representative; this is why I opted to not install a few of the items I was initially quoted for. The representative stated that although contractually Vivint only offered a trial for 3 business days, he would give me the first month for free and I could call him within that first month to cancel the service if I did not want it anymore. Thus, on August 20th, I called the representative twice, left a voicemail, and sent a text, all with no response, as I did not think this service was a good financial decision for myself. I then contacted Vivint support to cancel my trial, but they stated that the only way to do so was with a written document from the door-to-door representative stating that he allowed me a 30 day trial rather than the 3 day trial. I then called the representative two more times the next day (August 21st), with no response, and felt trapped in my situation. I then called Vivint support on August 23rd to see if they were able to reach the representative, which they told me they were unable to do so. Feeling helpless, I opted to take their discount and attempted to downgrade my package to the minimal equipment they would allow; I still have not received any information regarding when a technician would come by to remove the equipment.Business Response
Date: 09/21/2024
September 21, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22293876
Complainant: Arthur Elghouayel
Vivint Account #: ********
Date of Agreement: 7/24/24
To Whom It May Concern:
I have reviewed the information provided by Mr. Arthur Elghouayel and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Elghouayel and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. Elghouayel’s Agreement and loan once the equipment is removed from his home. Mr. Elghouayel may contact Vivint’s representative directly if he has any other questions or concerns regarding 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: 09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22293876, and find that this resolution is satisfactory to me.
Sincerely,
Arthur ElghouayelInitial Complaint
Date:09/16/2024
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.
On 9/2023 I have requested a cxl of Vivint Smart Home service but due to the account was under ******** **** name (ex husband) he had to call them. Mr. **** proceeded to contact them and he was informed the *** was successful. The ***** was supposed to send an email to MR. **** to get the process completed, this didn't happen. On 7/2024 I noticed that Vivint kept charging me for a service that was cxl. I called them on 7/29/24 (approx) to inquiry about it. The ***** explained to me that the cxl was not processed due to we didn't respond to the cx/ email that they sent to Mr. ***** When I explained to him that we never received any email he told me that he could see in the system that the email was never sent to us and that he will process the cxl and change the date to make valid on 9/23 because it was their error. He just needed to confirm the cxl with Mr. ***** When we called again the ***** said that she can't process the request because we didn't complete the process. I asked to speak with a supervisor ***** and she listen to the calls and even though she said that the first ***** did advice Mr. **** about the email that needed to be sent she could see where the email was never sent and that she was going to honor the 9/2023 cxl day plus she was going to request a refund. She told me to allow her 7 - 10 business days. After this timeframe I spoke to another Supervisor Candy, she told me to wait up to 30 days. I waited the 30 days and I called back on 9/9/24 (approx) I was told a case needed to be created, ***** created case # ********** He said that I should be getting the refund withing 5 days. When I called 9/16/24 the ***** told me that a partial refund was issued I asked to talk to a supervisor and Inkard told me that he cannot issue a refund because Mr. **** was told to send an email even thought the other supervisor ***** said she was going to issue the refund he won't do it. They have all the notes and every single person gives different information.Business Response
Date: 09/20/2024
September 20, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22293253
Complainant: **** Soto
Vivint Account #: *******
Date of Agreement: August 30, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. **** **** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact Ms. **** via phone and phone in an effort to address and resolve the current issue.
Vivints record indicates that the account is under ******** ****. Any disputes regarding a contract needs to be done by the contract signer only. For any additional questions or concerns regarding this matter, Ms. **** or Mr. **** are encouraged to reach out directly 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: 09/23/2024
Complaint: 22293253
I am rejecting this response because: I have contacted **** and left her a message to call me back. Even though the account was under Mr. **** the bank account link to the account is under my name. Please call me back thus we can get to a resolution. I am just asking for what is fair.
Sincerely,
**** ****Business Response
Date: 09/27/2024
September 27, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22293253
Complainant: **** Soto
Vivint Account #: *******
Date of Agreement: August 30, 2018
To Whom It May Concern:
I have reviewed the addiotnal information provided by Ms. **** **** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. **** via phone in an effort to address and resolve the current issue.
Vivints records show that Mr. ******** **** signed an Agreement in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A written notice of cancellation was provided by Mr. **** on July 26, 2024, and his account was invoiced for the last month of service and cancelled on August 27, 2024.
Vivint agrees to the above resolution and no additional refund is warranted at this time. For any additional questions or concerns regarding this matter, Ms. **** or Mr. **** are encouraged to reach out directly 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: 09/30/2024
Complaint: 22293253
I am rejecting this response because the business has provided different information. At one point they accepted their mistake and now they didnt want to refund the money that they took without my authorization. This company has proved been dishonest. I will continue to escalate the situation.
Sincerely,
**** ****Initial Complaint
Date:09/16/2024
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 2023 a vivint agent came to my front door and used scare tactics to sell their security service. He promptly had a service agent come to quickly install the security components but he left it unfinished and I have been without my Ring that he removed since then. So I have been without that and with and incomplete system since but had been paying both for the devices and service for nearly a year. At that time, I had CC fraud and I was reminded that I had been paying for a service that has been unusable. I don’t wish to have this any longer as there has been no resolution. I wish to be out of this contract and for vivint to honor this since they fell short.Business Response
Date: 09/18/2024
September 18, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22292666
Complainant: Amy Beinecke
Vivint Account #: *******
Date of Agreement: May 29, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. Beinecke and appreciate the opportunity to respond.
In her complaint, Ms. Beinecke states that the sales representative used scare tactics to sell the service. She states a technician quickly came to install the service but left the install incomplete. She states Vivint failed to provide a resolution. Ms. Beinecke desires a refund.
Vivint’s records indicate that Ms. Beinecke signed a Purchase and Service Agreement (“Agreement”) on May 29, 2023. On June 14, 2024, Ms. Beinecke reported that her doorbell camera was not installed and requested the cancellation of her Agreement.
A Vivint representative has attempted to contact Ms. Beinecke via email in efforts to resolve this matter. Vivint offers a technician free of charge, to clear the balance due of $131.42, and to provide six (6) free months of Vivint monitoring service. Ms. Beinecke 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: 09/18/2024
Complaint: 22292666
I am rejecting this response because:
This has taken too long to resolve. I have no faith in Vivint. Vivint had continued to drop the ball until now, over a year later. I have paid for a year of service, as well as for the hardware in exchange for zero services rendered. That is far from fair. I wish to break the contract as Vivint’s techs did not follow through. Time was of the essence when they wanted to get me to sign the dotted line, as well as install the hardware. They couldn’t move fast enough. They baited me, I bit, and then I was left with no help. Time has been of no consequence when I have asked for help. I demand to break this contract and be free from a connection gone poorly. Vivint must rethink how they service clients, particularly single women who they hook in with scary statistics.
Sincerely,
Amy BeineckeInitial Complaint
Date:09/16/2024
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 received a collection notice $1.896.22 I dispute this debtBusiness Response
Date: 09/20/2024
9/20/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22291793
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: 6/29/2023
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 close the account with collections. 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:09/15/2024
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.
Equipment don't work half of the time price always change for service salesman lied about canceling timeBusiness Response
Date: 09/20/2024
September 20, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22289539
Complainant: ****** ******* Jr.
Vivint Account #: *******
Date of Agreement: August 17, 2022
To Whom It May Concern:
I have reviewed the information provided by *************** and appreciate the opportunity to respond.
In his complaint, *************** states that the equipment does not work, the price is always changing, and the sales representative lied about the cancellation time. *************** desires a refund.
Vivints records indicate that Ms. ******** ******* signed a Purchase and Services Agreement (Agreement) on August 17, 2022. On November 19, 2022,Ms. ******* called Vivint about her doorbell camera being offline. Vivints representative completed troubleshooting with Ms. ******* and the issue was resolved. On April 30, 2024, Ms. ******* called Vivint to dispute the notification she received about her account being past due. Ms. ******* stated that she had previously updated her payment information and for some reason it had not been updated correctly. Vivints representative updated the payment information and took a payment in the amount of $157.32.
A Vivint representative has attempted to reach *************** to assist with this matter via email. After reviewing the account, ********************** has provided the following offers: 1) schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost and to lower the monthly monitoring service fees by $10, {or} 2)cancel with forgiveness the remainder of the Agreement, however, Ms. ******** ******* will remain responsible for the equipment line of credit with Citizens.
To resolve this matter, Vivint has provided the options as stated above. *************** may contact Vivints representative with any questions or concerns he 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 LegalInitial Complaint
Date:09/15/2024
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.
I HAVE HAD THE HOME SECURITY SYSTEM FOR SOMETIME. THE RECESSON HAS FORCED OUR FAMILY TO SHARE LIVING SPACE. WE HAVE 2 & A HALF FAMILIES LIVING TOGETER IN MY HOME. WITH EVERYONE HAVING DIFFERENT SCHEDULES WE COME AND GO AT MANY DIFFERENT TIMES. THIS MAKES IT IMPOSSIBLE TO USE THE ALARM SYSTEM.
I ASKED VIVINT TO PLEASE CLOSE MY ACCOUNT AS I COULD NO LONGER USE IT.
I HAVE ASKED THE ACCOUNT BE CLOSED FOR SOMETIME NOW AND THEY REFUSE TO CLOSE IT AND CONTINUE TO BILL ME. I AM A SENIOR CITIZEN ON A FIXED INCOME. AS I SAID BEFORE THE RECESSION HAS CAUSED OUR FAMILY TO CONSOLIDATE AND FIND WE MUST LIVE ON A VERY LOW BUDGET AND MUST CUT COSTS WHERE EVER WE CAN. WE CANNOT JUSTFY PAYING FOR SOMETHING WE CANN0T USE.Business Response
Date: 09/18/2024
September 18, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22289312
Complainant: Thomas Farnan
Vivint Account #: *******
Date of Agreement: September 16, 2020
To Whom It May Concern:
I have reviewed the information provided by Mr. Farnan and appreciate the opportunity to respond.
In his complaint, Mr. Farnan states that he requested cancellation with Vivint as he no longer uses the system. He states Vivint refuses cancellation and continues to bill him. Mr. Farnan desires all open charges to be removed and cancellation.
Vivint’s records indicate that Mr. Farnan signed a Purchase and Service Agreement (“Agreement”) on September 16, 2020. On December 8, 2023, Mr. Farnan requested the cancellation of his account, due to it being too expensive. Mr. Farnan was provided with the buyout information and explained he would call back with a decision.
A Vivint representative has attempted to contact Mr. Farnan via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Vivint Agreement without further penalty to Mr. Farnan. However, Mr. Farnan will remain responsible for the remaining equipment fees associated with Citizens Bank. Mr. Farnan 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 LegalBusiness Response
Date: 09/18/2024
September 18, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22289312
Complainant: Thomas Farnan
Vivint Account #: *******
Date of Agreement: September 16, 2020
To Whom It May Concern:
I have reviewed the information provided by Mr. Farnan and appreciate the opportunity to respond.
In his complaint, Mr. Farnan states that he requested cancellation with Vivint as he no longer uses the system. He states Vivint refuses cancellation and continues to bill him. Mr. Farnan desires all open charges to be removed and cancellation.
Vivint’s records indicate that Mr. Farnan signed a Purchase and Service Agreement (“Agreement”) on September 16, 2020. On December 8, 2023, Mr. Farnan requested the cancellation of his account, due to it being too expensive. Mr. Farnan was provided with the buyout information and explained he would call back with a decision.
A Vivint representative has attempted to contact Mr. Farnan via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Vivint Agreement without further penalty to Mr. Farnan. However, Mr. Farnan will remain responsible for the remaining equipment fees associated with Citizens Bank. Mr. Farnan 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: 09/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22289312, and find that this resolution is satisfactory to me.
Sincerely,
Thomas FarnanCustomer Answer
Date: 09/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22289312, and find that this resolution is satisfactory to me.
Sincerely,
Thomas Farnan
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.