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:09/15/2024
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.
Vivint is not honoring my request to terminate my monthly home alarm monitoring service. Vivint continues to charge me a monthly fee of $58.06. I have not lived my old residence since 8/1/2024 (I sold the house in which the alarm system was installed.)1.) Prior to the sale of my house, I called Vivint on 6/25/24, and requested that my service be terminated. Vivint customer service instructed me that I needed to make an official request via email.2.) On 6/25/24, I sent the official request requesting termination of Service Number: ******* 2a.) Vivint acknowledged receipt of email.3.) I subsequently received a monthly service bill for July ******.) I called Vivint customer service to ask them why I received another bill. They informed me that I could not cancel my account until I paid off the Citizens Pay loan for the Vivint equipment.5.) I paid off the balance of the Citizens Pay load on August 1, ******.) I received another bill for August ******.) Again, I called Vivint, and they told me that my original request had expired and that I needed to send a new official request.8.) I sent another official request via email on 8/7/2024.8a.) Vivint acknowledged receipt of email.9.). I received another bill for September 2024.I am now filing a this complaint with BBB because Vivint will not terminate my account.
Business Response
Date: 09/21/2024
September 21, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22288918
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: 5/4/21
To Whom It May Concern:
I have reviewed the information provided by Mr. **** ***** and appreciate the opportunity to respond.
In his complaint, Mr. ***** states that he moved on 8/1/24, and requested to cancel his service but continues to be charged.
Vivints records indicate that Mr. ***** signed a Purchase and Services Agreement (Agreement) on 5/4/21 with an initial term of sixty (60) months which states If, at any point during the initial term of this Contract, you fulfill your obligations to pay all amounts owing for the purchase of any equipment pursuant to the ***, then you may terminate this Agreement without penalty or early termination fee with thirty (30) days prior written notice. Vivints records indicate that Mr. ***** called and requested to cancel on 6/25/24. It was explained that he had not fulfilled his obligation to pay all amounts owing for his equipment. Vivints records indicate that Mr. ***** called on 8/7/24 and provided equipment pay off confirmation and submitted his written cancellation notice. Vivints records indicate that Mr. ****** account was cancelled effective 9/6/24 in accordance with his Agreement and a refund check was sent on 9/14/24 in the amount of $116.12
A representative from Vivint has reached out to Mr. ***** in an effort to resolve this matter. Mr. ****** account is cancelled, and a refund was provided. Mr. ***** has no further obligation to Vivint and may contact Vivints representative directly if he has any further questions or concerns.
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.
In May, 2000, I purchased the Vivint System and it was paid off within the year. I have since moved from that address where the system is located; however, the system is still there and I am still paying for the surveillance even though I have asked them to bill my husband. In essence, we are being billed 2x a month for an item that should only be billed 1x a month. I have called multiple times questioning why am I being billed when I have been told the account is closed. I have asked them to send me documentation showing where the account is closed, but to no avail. My husband has a totally different account and I am unsure why I am continuing to be billed when the account is closed. I have been billed every month since June and I am owed a refund as well as stop charging my card.Business Response
Date: 09/21/2024
September 21, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22288797
Complainant: ****** Montgomery
Vivint Account #: *******
Date of Agreement: 8/6/22
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 cancel her account and provide a refund to her card on file. Ms. ********** has no further obligation to Vivint and may contact Vivints representative directly if she 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: **************************************, 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.
About three months ago, Vivint installed a security system for me.After the installation of Vivint System to my home through today, I have been faced with a massive amount of confusion with regard to the total bill. This caused me to have to speak with an inordinate number of Vivint customer services representative via telephone in an effort to resolve the payment issue. All during this time, I have been very stressed out because of the non- resolution of this issue which has triggered my military service connected disabilities (migraines, high blood pressure, anxiety). I am a 100% Service Disabled veteran. Finally, on 16th August 2024, I spoke to a lady in **** by the name of ***** and was able to resolve the issue. She sent me a letter stating that my Total Equipment Cost plus one month of monitoring is $3507.95. After deducting some credits due to me and adding an additional 2 months of monitoring and three months of Vivint Protection Plan, my final payment to resolve the past invoice issue is $2422.85. Consequently, I went ahead and paid the amount she told me instantly using my AMEX card. Now, Vivint is threatening to interrupt my monitoring and security service because they now claim the matter has not been resolved and I owe them money. I am now stressed out again. I have never been this stressed out even when I was in the military and was faced with going to the first gulf war. My migraines have started again, I cant sleep, my blood pressure is extremely high and I am having panic attacks. How on god's earth can a company representative resolve an issue and even send a letter to the individual concern about the resolution stating that the total equipment cost and monitoring and service protection plan is a certain amount and the individual pays that amount only to be told that the individual still owes for equipment. This is downright unconscionable. The letter was received from ***** (******) PLEASE HELP!!!!Business Response
Date: 09/20/2024
September 20, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22288652
Complainant: ***** ******
Vivint Account #: ********
Date of Agreement: August 12, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ****** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ****** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, Mr. ****** is 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 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 used to use Vivint as a security system on my previous home. From 2019-2022. When I moved in November of 2022 I contacted them to tell them I have moved and will no longer be needing their service at that address and asked to cancel. They told me I would need to pay off the equipment before they let me cancel, I deferred service payment to give me time to pay off the loan amount for the equipment. I paid it off about 8 months later. I received the confirmation that I paid off the equipment and contacted them to have them finally cancel payments as the deferrment period had ended and they resumed charging me. They told me on 3 separate occasions that it would be taken care of and canceled and I would be refunded the amounts that had been charged since the deferment ended. That was in April of this year, I have since called multiple times and they have insisted I would be refunded the amount that is still continuing to come out of my account. I no longer live at the previous address and have been charged for “service” that I am not using nor am i responsible for. (I do not use Vivint in my new home.) everyone I have spoken to has been very positive and nice however the issue is not getting resolved and it is almost the end of the year and I’m still being charged.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 #: 22288314
Complainant: Rachel Swanson
Vivint Account #: *******
Date of Agreement: May 22, 2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. Swanson and
appreciate the opportunity to respond.
In her complaint, Ms. Swanson states that when she moved in
November 2022, she contacted Vivint to say she was moving, no longer needed the
service, and asked to cancel. Ms. Swanson states that she was told she would
need to pay off the equipment before she could cancel. Ms. Swanson states that
she deferred the payments to allow her time to pay off the equipment. Ms.
Swanson states that she paid off the equipment and contacted Vivint to cancel
the service as the deferment period ended and payments were resumed. Ms.
Swanson desires the monitoring service agreement to be cancelled and to be
refunded.
Vivint’s records indicate that Ms. Swanson signed a Purchase and
Services Agreement (“Agreement”) on May 22, 2021. On January 6, 2023, Vivint
received an email from Ms. Swanson stating that she had moved and needed to transfer
her service. On January 10, 2024, a Vivint representative attempted to contact
Ms. Swanson via phone and followed up with an email regarding her request. On
September 6, 2023, Ms. Swanson called to cancel as she had moved, and the home
was sold. Ms. Swanson was offered and agreed to a six-month deferment so she
could pay off the equipment. On April 24, 2024, Ms. Swanson called saying she
agreed to the deferment and the equipment was paid off. Ms. Swanson also sent
in her written notice of cancellation. On July 29, 2024, Ms. Swanson called inquiring
about the cancellation as she was still being charged.
A Vivint representative has attempted to reach Ms. Swanson to assist
with this matter via email. After reviewing the account, Vivint agrees to
cancel the monitoring service effective April 24, 2024, when the written notice
of cancellation was received and to refund all payments made directly to Vivint
from that date forward. Ms. Swanson has no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. Swanson may contact Vivint’s 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: 4931
North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, Attention
Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/21/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22288314, and find that this resolution is satisfactory to me.
Sincerely,
Rachel SwansonInitial Complaint
Date:09/14/2024
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 been a vivint customer for 4 years. Last summer I sold my house and had to put my service on hold. I bought a new house in May and had my service moved to my new address. When the technician moved the service, he was supposed to install a new sensor, which he did not, although I was billed for this. I then ordered the sensor to install myself. Vivint sent the sensor to the wrong address, despite having the correct address on file. I had to reorder the sensor twice before finally receiving it, and was billed for the sensor twice despite only receiving one. My account was also set up on autopay, and Vivint never re-enrolled me in autopay. They then shut my service off claiming I hadn't paid it. I have attempted to get them to reactivate my service, but they refuse, despite charging me for a sensor I never received and an installation that was done incorrectly.Business Response
Date: 09/20/2024
9/20/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22287185
Complainant: Brian Ramey
Vivint Account #: ********
Date of Agreement: 7/30/2020
To Whom It May Concern:
I have reviewed the information provided
by Mr. Ramsey and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to waive the balance of $400.33 and place the account
back on auto-pay. Mr. Ramsey 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 LegalCustomer Answer
Date: 09/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22287185, and find that this resolution is satisfactory to me.
Sincerely,
Brian RameyInitial Complaint
Date:09/13/2024
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 ***, *****, come to my door to sell the service. Initially I said no but he was persistent and my mom and I eventually let him in to discuss it in depth. He went over a lot of info and I thought it was a great idea but here it is not even a month later and I'm unable to cancel the services because they're telling me I have to pay for the equipment before I'm allowed to cancel. The reason I want to cancel is because I received a separate bill not even a month later from Fortiva Credit saying I had to pay $62 a month for the line of credit for the equipment which is $3,765.95. When I called to cancel I was told I'd have to use the line of credit to pay for the equipment or pay half of the equipment price before I could end the services. Why would I pay for something that I no longer want???When I asked to speak to a supervisor, ****** put me on hold then told me, there was no supervisor available and even if I spoke to a supervisor, it would be the same result because I'm outside of my trial period which was 3 business days. The sales *** told me 14 days but either way, I'm almost certain I wouldn't get to cancel the services. I've noticed a few other complaints that say they have been resolved and honest I don't believe that so please help me get out of this situation. I live in ****** *****. I don't want to keep the service or equipment.Customer Answer
Date: 09/25/2024
Complaint: 22283780
I am rejecting this response because:
Sincerely,
*******************************Customer Answer
Date: 09/25/2024
I've responded to the rep ***** who stated she would have someone come to get the equipment. I've called the number attached to the email but she has yet to respond to my email or give me a call back. I did leave a message but nothing has happened. I don't want it to come back on me that I didn't do my part or that this problem has been resolved because it hasn't. Please let me know how I should proceed. Thanks for your prompt response.Initial Complaint
Date:09/13/2024
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 paid in full for my system. It was installed wrong from the beginning. Missing sensors and back door didn't work. Couldn't use for weeks because that's how long it took to get someone to come make my home secure. Now I am moved to a new home. I am missing sensors on my main 1st floor dining room windows and being told to get a technician it will cost me $299 for a service call. The alarm keeps going off I have had to leave work twice this week to meet police at my home!!!!! HORRIBLE SERVICE. I gave up on 800 # and called a local Vivant store. I WAS TALKING TO SOME LADY AT HER HOUSE I COULD BARELY UNDERSTAND WITH CHICKENS SQUAWKING IN BACKGROUND??Business Response
Date: 09/19/2024
September 19, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22283702
Complainant: Pam Wood
Vivint Account #: ********
Date of Agreement: 2/3/21
To Whom It May Concern:
I have reviewed the information provided by Ms. Pam Wood and appreciate the opportunity to respond.
In his complaint, Ms. Wood states that she moved, is missing sensors, she has been having false alarms, and was told a technician would cost $299.
Vivint’s records indicate that Ms. Wood signed a Purchase and Services Agreement (Agreement) on 2/3/21 with an initial term of zero (0) months. Vivint’s records indicate that a free technician is scheduled for 9/27/24 to resolve Ms. Wood’s equipment issues.
A representative from Vivint has reached out to Ms. Wood in an effort to resolve this matter. Vivint agrees to apply a credit of $100 on Ms. Woods' account that may be used for equipment or her monthly monitoring fee. Ms. Wood may contact Vivint’s representative directly if she needs further assistance or if she has any further questions or concerns.
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 22283702, and find that this resolution is satisfactory to me.
Sincerely,
Pam WoodInitial Complaint
Date:09/13/2024
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 have a defective alarm system with Vivint. I’ve spent hours on the phone with foreign customer service agents who don’t waiver from their scripts and all day they cannot help. I paid thousands to install the alarm system that includes 2cameras thst go offline often. I’m told by the customer service that the cameras are outdated. And then they ask me to pay for them which is unacceptable since it isn’t my fault they’re out of date andI can’t afford to pay for new equipment. There is a problem with the fact that you can’t speak to anyone in a manner that is comprehensive. I’m very rarely late if ever with my monthly payments.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 #: 22283401
Complainant: Lourdes Gomez
Vivint Account #: 7598815
Date of Agreement: May 22, 2020
To Whom It May Concern:
I have reviewed the information provided by Ms. Gomez and appreciate the opportunity to respond.
In her complaint, Ms. Gomez states that she has a defective alarm system. She states her cameras are out of date and Vivint wants her to pay for new equipment. Ms. Gomez desires replacement or repair.
Vivint’s records indicate that Ms. Gomez signed a Purchase and Service Agreement (“Agreement”) on May 22, 2020. On September 11, 2024, Ms. Gomez reported panel issues, the panel had no internet connection. Vivint’s records show there was a loose panel bracket reported. A technician is needed to go to repair the issue.
A Vivint representative has attempted to contact Ms. Gomez via email in efforts to resolve this matter. Vivint has offered a technician free of charge to address the issues of Ms. Gomez. Ms. Gomez 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 LegalInitial Complaint
Date:09/13/2024
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 recently sold my home. Prior to the sale I contacted Vivint about my contract. I was told if the new owner agreed to sign a contract with vivint then I could pay off my equipment, and be let out of my contact with the monthly fee. I contacted the new owner through our realtors and she said thank you and signed a contract with vivint. I was told since she called the "new service" department instead of "account transfers" that this doesn't count and I owe vivint 6 months of fees totally roughly 370$. I brought them a new customer like they asked!! She signed a contract. This is unethical. Why was the owner not told she needed to call the transfer number when she signed a new contract? So now vivint is receiving pay from me, a long time customer, and a new customer that I brought them. Never again. I would stay away from them. Im out the equipment too. I should have brought it with me if I was going to be paying anyway. I would provide my account number but I can't even log on to my account any more since the new owner took over.Business Response
Date: 09/16/2024
September 16, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22282892
Complainant: Brandi Kamper
Vivint Account #: *******
Date of Agreement: September 19, 2020
To Whom It May Concern:
I have reviewed the information provided by Ms. Brandi Kamper and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. Kamper’s Agreement.
Vivint’s records show that Ms. Kamper 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 $54.99, and total equipment fee of $1,169.07, plus applicable taxes, during that term.
Vivint agrees to the above resolution and Ms. Kamper has no further obligations to Vivint. For any additional questions or concerns regarding this matter, Ms. Kamper is encouraged to reach out directly to ([email protected] / 801-229-6087).
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: 09/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22282892, and find that this resolution is satisfactory to me.
Sincerely,
Brandi KamperInitial Complaint
Date:09/13/2024
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 April 2024
Paid $2700-2800 for equipment
The cameras were down for months. Just the week of 9-11 came back on line
Unhappy with the product and service and wish to cancel/terminate monitoring service with a 30 days notice.
I have tried to cancel by calling and speaking with VIVINT on 9-11 or 9-12; refused to cancel unless I pay $4000 of term
I should not be locked into paying for service that I am unhappy with and wish to discontinue. I will never do business with this company again for the unreasonable cancellation clause and I'm telling everyone(family, friends, work peers, etc) about the unreasonable cancellation clause as the reason they should not do business with this company.Business Response
Date: 09/19/2024
September 19, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22282317
Complainant: Markita Meeks
Vivint Account #: ********
Date of Agreement: April 9, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. Markita Meeks and appreciate the opportunity to respond.
At this time, Vivint agrees to dispatch a technician to Ms. Meeks’s home at no cost to resolve her equipment concerns.
Vivint’s records show that Ms. Meeks signed a Purchase Service Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $82.96, and total equipment fee of $2,628.75 that was financed through Citizens, plus any applicable taxes, during that term.
Vivint’s records further show that Ms. Meeks first contacted Vivint of her equipment concerns on September 6, 2024, and an over the phone technical support was offered to resolve her concerns. Vivint was not notified of any further equipment issues until recently.
Cancellation of Ms. Meeks’s Agreement without penalty is not warranted at this time. However, Vivint agrees to the above resolution and approves a free in-home technician visit. Should she wish to cancel the Agreement prematurely, she may contact Vivint’s Customer Loyalty department at 1-800-216-5232.
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: 09/19/2024
Complaint: 22282317
I am rejecting this response because:
Vivint equipment failure is Vivint breaking contract. Thus, I want to cancel this business immediately. I did finance the equipment but immediately paid it off like the next week. So I am paying monitoring fees of $83 roughly a month for 5 years. I want to cancel. This is a shake down and should be illegal RICO. I’m going to contact my state attorney general to further complain.
Should Vivint try to force me to stay in contract I will continue to advise friends and family of the unreasonable cancellation policy while urging never to do business with this company via social media, word of mouth etc.
Sincerely,
Markita Meeks
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