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.
- 2,972 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:09/13/2024
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.
Vivint gave my a price for equipment and the price they financed against my will was 500.00 higher. I told them I didn’t want to finance. They did this anyway! So I told them they breached our agreement by lying to me. They sent an installer and he picked up all their equipment on 09/11. They sent him back on 9/12 and I told him that was not my equipment and I was not accepting this or taking possession of their box of equipment. He said I’ll make a call and be right back. He went out to his truck and made a call. 5 minutes later I wondered why he was taking so long and looked out and noticed that he just left without saying anything to me. Later I found out he left the Bo’s if their equipment on my front porch without my permission or saying anything to me. I did not accept their box of equipment it take possession of their box. I called the company and told them what he did. I told them I will not touch that box he left and to send their tech over immediately to get their box of equipment. They said they would send someone today 9/13 to pick of their box of equipment. They been deceiving me the whole time and lying to me several times. I do not want to conduct any business with this dishonest and deceiving company! They need to pick up their box of equipment immediately before it gets stolen. I’m not touching their box
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 #: 22281701
Complainant: Roger Rogers
Vivint Account #: 5665367
Date of Agreement: June 16, 2017
To Whom It May Concern:
I have reviewed the information provided
by Mr. Rogers and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Mr. Rogers and a resolution has been agreed upon. At this time, Vivint has
agreed to proceed with a full refund to Fortiva for the equipment line of
credit. Vivint’s records show that the equipment has been picked up and the
monitoring service account has been called. Mr. Rogers has agreed to pay the
outstanding balance on the account of $1959.06 as he was sent a refund in the
amount of $1989.25 in error. Mr. Rogers 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:09/13/2024
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 had a service with Vivint at my previous home which we attempted to cancel (two times with emails and forms) since we were moving. Vivint would not cancel the account at the old address and kept charging us late fees for not paying the service at the old address which we no longer inhabited. I demand refunds for the multiple charges and for them to actually cancel the old address. Every phone interaction is a run around and any time they say something occurs, nothing actually happens. Their customer service is all foreign with hardly anyone who speaks good english and you can hardly understand what they say. At this point I cannot trust anything that I hear over the phone.Business Response
Date: 09/19/2024
September 19, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22281223
Complainant: **** Tellis
Vivint Account #: *******
Date of Agreement: July 2, 2022
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 attempted to contact Mr. ****** via email and phone to resolve his concerns.
At this time, Vivint agrees to cancel Ms. ********* ******* account and issue a refund of all payments taken after June 12, 2024, to her **** card ending in 6902. For any additional questions or concerns regarding this matter, ******************** 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: 09/25/2024
Complaint: 22281223
I am rejecting this response because: I received a single call with a voicemail and an email from the vivint representative to which I called and left a voicemail along with sending 2 emails. They say they have cancelled my account but will not confirm what address is associated. They have provided a refund but not the full amount. I am awaiting for the response of Tari the vivint representative to address my concern with the account address and incorrect refund amount.
Sincerely,
**** ******Business Response
Date: 09/30/2024
September 30, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22281223
Complainant: **** Tellis
Vivint Account #: *******
Date of Agreement: July 2, 2022
To Whom It May Concern:
I have reviewed the additional information provided by Mr. **** ****** and appreciate the opportunity to respond.
Vivint's record shows that on September 30, 2024, an additional refund of $22.10 was issued to the card ending on 6902. And the address cancelled on September 19, 2024, is ************************************
For any additional questions or concerns regarding this matter, ******************** 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: 10/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
**** ******Initial Complaint
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.
We signed up for Vivint Smart Home Security on September 4th, 2024. The sales representative told us that because it is a new-build home, they are offering us a 30-day trial period. If we are unhappy, which he has never seen before, they will professionally remove the installed equipment. We signed up under that impression. We completed the transaction around 5:30 p.m. and were told the tech would be over shortly to install the equipment. Two hours later, there was still no technician. I asked the sales representative if we could schedule the installation for another day due to the time and being a school/work night for our family and was told it had to be installed the same day to get our deal. The technician didn't show up until after 8:20 p.m. He was here installing past 11 p.m. He stated that he did not have the two smart thermostats that were part of our package (and incorporated into the fire protection plan) and would have to install those another time. Over the next week, we did not get our thermostats and had to reboot the system twice because it was not working. We decided 8 days into our 30-day trial that we wanted to cancel due to the poor service and missing equipment. We are now being told by our sales rep that we had a 3 day trial, the company a 5 day trial, and they are all denying that we were given a 30-day trial at the point of sale. We have a text message from the sales representative apologizing now as he THOUGHT we were approved for the 30-day trial, clearly indicating he told us we had the 30-day trial. They will not let us out of our contract and are requiring us to pay $4000 for the equipment to buy-out even though we do not have all our equipment. How we can be held to changing trial periods, when we can't even fully try the system is beyond me! The certificate of installation says the thermostats were installed which is a lie. Our agreement states 2 smart thermostats were part of the package. We just want out of this contract!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 #: 22280874
Complainant: Brooke Fought
Vivint Account #: ********
Date of Agreement: September 4, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Fought and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Fought 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 Fortiva for the equipment line of credit, and a refund
of all payments made directly to Vivint. Ms. Fought 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: 09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22280874, and find that this resolution is satisfactory to me.
Sincerely,
Brooke FoughtInitial 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.
We moved into a house and had an ADT security system set up. On 9/6/24 a Vivint sales rep came to our house and told us that if Vivint would buy us out of our contract with the entire balance of $2400 and that we would be sent a gift card with the entire amount. He also told us we would have 7 days to decide not to continue with Vivint and to switch back to ADT if we weren't happy. Apparently- all of this was a lie. Vivint is only sending $1000 for the "buyout" and we only were given 5 days to change our mind. So now we are stuck in this Vivint contract and we still have to pay for the majority of the ADT balance as well.
We are told we are past the 7 days, even though today is 9/13/24 and the Vivint system didn't finish getting installed until 9/9/24 at 6pm cst. Because they started installation on 9/6/24, that is when they started counting the 5 days. On top of that, we were in the middle of Hurricane Francine on 9/11/24. This should have allowed us to skip a day.
At this point, we either want the ADT system bought out entirely, or we want to cancel. Either one is fine but we were lied to in two major ways and we want this fixed. Vivint has been no help.Initial 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.
On Aug. 22nd scheduled a service appointment for Sep. 6th. I was told I was going to be charged 61 dollars if I cancelled the appointment. I did not cancel. The technician was here but the quote he provided was higher than the quote I received the day I called so I did not proceed with the installation. They still charged me 34.06 dollars without ever telling me they were going to do so.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 #: 22279930
Complainant: Tatiana Corriea
Vivint Account #: ********
Date of Agreement: Never Installed
To Whom It May Concern:
I have reviewed the information provided
by Ms. Tatiana and
appreciate the opportunity to respond.
In her complaint, Ms. Tatiana states that she was told that she
would be charged $61 if she cancelled her installation appointment. Ms. Corriea
states that the quoted price was higher when the technician showed up therefore,
she did not proceed with the installation. Ms. Corriea states that she was
still charged $34.06. Ms. Corriea desires to be refunded.
A Vivint representative has attempted to reach Ms. Corriea to assist
with this matter via email. After reviewing the account, Vivint agrees to refund
the amount of $34.06. Ms. Corriea has no obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. Corriea 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 LegalInitial Complaint
Date:09/12/2024
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.
We had a sales person for Vivint come to our door. He had said our monthly payment for everything would be $82 a month and the first 3 months would be free. WE WERE NOT TOLD that the equipment was separate from the Vivint services and started being charged immediately for the equipment. When we called about the bill and to cancel because they had withheld information from us they said they had fixed the problem and we will not be billed. The following month we were billed again, but this time the bill was higher than before, which made us go over the amount we had agreed upon when original deciding to go to Vivint. We called Vivint about the problem and they had us on the phone for an hour trying to transfer us to other people and ultimately said there is nothing they can do to help us because the equipment is separate from the services. I kept telling them we did not know they were separate when signing on with them and we cannot afford it and then they said if we wanted to cancel we would need to pay off the balance of the equipment and an early cancelation fee as well because we were out of the 4 day window for canceling even though we had called a month prior about the situation and were lied to. When talking to the customer representative they had said we can cancel if we are moving due to the military, but could not tell us about the equipment. They have put us into thousands of dollars of debt that we cannot afford to pay due to withholding important information.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 #: 22279063
Complainant: Everett Torres
Vivint Account #: ********
Date of Agreement: July 20, 2024
To Whom It May Concern:
I have reviewed the information provided
by Mr. Torres and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Mr. Torres 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 to cancel with forgiveness the remainder of the
monitoring service agreement and the equipment line of credit. Mr. Torres 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:09/12/2024
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.
We have been having sporadic issues with our doorbell camera going offline for ~6 months that has become a multiple times a day problem. This is a critical safety device for us and over the last 2 weeks, I have contacted customer service for scheduling 5-6 times but could not service me for a month. This was also reported at least 2x earlier in the year and always told to unplug to reboot it then contact back if it happens again. I asked for escalation which they did 3x but zero contact back. I spoke to a manager who also committed to escalation 4 days ago but still nothing, just a service credit for inconvenience. I even agreed to the add-on protection plan in the hopes that would grease the wheels of service.Chatting today I was told immediately I had to call scheduling so was obviously a flagged account. Upon calling, it was tech support and told scheduling has no contact number. After 45 minutes was told they could fit me in 3 weeks from now. They could not send replacement equipment for me to install as an alternative option to retain me nor offer other solutions. He offered to send me to loyalty which I declined as after 35min on hold total, "***** mode" was rapidly growing so hung up to avoid any regrets. Escalation to anyone with authority was impossible.I do not want the hassle of another company and want them to make this right but nobody in service seems to care, has any decision making authority, or can offer any tangible solutions. Post sale service of any national expensive security service should be top notch, not that of a 3rd rate regional company. Security is critical to us and we need this functional!Business Response
Date: 09/20/2024
September 20, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22278977
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: 3/15/23
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 has been having issues with her doorbell camera. She has called multiple times, and the issue has not been resolved.
Vivints records indicate that Ms. ******* signed a Purchase and Services Agreement (Agreement) on 3/15/23 with an initial term of one (1) month. Vivints records indicate that Ms. ******* was given a free month of monitoring on 9/9/24, in a gesture of goodwill. Vivints records indicate that Ms. ******* began
A representative from Vivint has reached out to Ms. ******* in an effort to resolve this matter. Vivint sent Ms. ******* the needed equipment as she requested. Vivint agrees to send a technician if the equipment does not resolve the issue. Ms. ******* may contact Vivints representative directly 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: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/23/2024
Complaint: 22278977
While Vivint did ship the hardware discussed, as it has yet to arrive it is impossible to know if this will fully resolve the reported issue. Once the hardware has been received and sufficient time has passed to validate the hopeful fix, I can respond further on acceptance. I do not require further action at this time until the equipment is received and adequately tested.
Sincerely,
***** *******Business Response
Date: 09/30/2024
September 30, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22278977
Complainant: ***** Frazier
Vivint Account #: *******
Date of Agreement: 3/15/23
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ******* and appreciate the opportunity to respond.
Vivints records indicate that the equipment was delivered to Ms. ******* on 9/24/24.
A representative from Vivint has reached out to Ms. ******* in an effort to resolve this matter. Vivint agrees to send a technician if the equipment does not resolve Ms. ******** equipment issue. Ms. ******* may contact Vivints representative directly 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/12/2024
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.
Vivint provided me with unethical and deceptive business tactics when signing up for their service. I was told by the sales rep that there was no contract, but in order to cancel you would just need a zero dollar balance on your equipment.
When my overpriced outdoor camera stopped working only after approx 1 year, i called and they only offered to charge me more in order to come out and fix their defective product. At that time I experience awful customer service and requested to cancel.
I was then notified that it would cost me a total of $800 to cancel, even after confirming I paid off all of the equipment. I requested my contract but never received it.
Vivint makes it nearly impossible to speak to anyone other than a customer service agent to address my issue.
Diresired resolution: Cancel my contract with no fees.Business Response
Date: 09/17/2024
September 17, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22277573
Complainant: Sean Kannaly
Vivint Account #: *******
Date of Agreement: December 10, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. Kannaly and appreciate the opportunity to respond.
In his complaint, Mr. Kannaly states that the sales representative told him there was no contract; in order to cancel he would just need a $0 balance on the equipment. He states after his camera failed, he decided to pay off the equipment and cancel. Mr. Kannaly desires cancellation without penalty and to be contacted by Vivint.
Vivint’s records indicate that Mr. Kannaly signed a Purchase and Service Agreement (“Agreement”) on December 10, 2024. On September 12, 2024, Mr. Kannaly reported that his camera was offline, Vivint’s records show some troubleshooting was done. Mr. Kannaly requested the cancellation of his Agreement. On September 16, 2024, Vivint’s records show that Mr. Kannaly worked with a member of Vivint’s executive team in attempts to resolve this matter. Vivint’s records show Mr. Kannaly agreed to the installation of an additional free camera.
A Vivint representative has attempted to contact Mr. Kannaly via email in efforts to resolve this matter. Vivint has requested confirmation that his issue has been resolved by the installation of a free camera. Mr. Kannaly 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 22277573, and find that this resolution is satisfactory to me.
Sincerely,
Sean KannalyInitial Complaint
Date:09/12/2024
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 since 2021
I attempted to cancel early this year
They still charged me so 2(?) months ago.
I used the customer support option on their website and communicated to a person who then removed my payment information so they couldn't bill me.
9/5/2024 they somehow, without permission, readded my card information and billed me $86.76
I called today they want $285 cancellation fee on top of the $86.76 charged from my account without permission.
They will not allow me to cancel my service and then bill me for any charges. They are requesting I pay them $285 and then submit a cancellation request, which was sent today 9/12/24, which I would then have a 30 day review period where my cancellation request will be reviewed and approved or denied, suggesting I will be responsible for not only another $40 service fee but potentially not have my account closed. I'm close to having to cancel my entire bank account to prevent them from fraudulently charging me.
This is not to mention I was lied to initially being told my equipment would be FREE OF CHARGE as long as I signed a 2 year contract and kept the sign in my yard. I believe they opened an account in my name without my permission to citizensOne bank for a loan that was $5,000+
I have already removed all the equipment in my house months ago and thrown it away. I no longer wish to give the company any money especially when I gave them notice to quit 2 times, through a call in the beginning of the year (2024) and with a message on the customer service line sometime in April or May.
I feel as though I am being illegally charged and extorted for money directly out of my bank account.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 #: 22276813
Complainant: Joshua Bogert
Vivint Account #: *******
Date of Agreement: January 5, 2021
To Whom It May Concern:
I have reviewed the information provided
by Mr. Bogert and
appreciate the opportunity to respond.
In his complaint, Mr. Bogert states that he attempted to cancel
his service earlier this year. Mr. Bogert states that he is still being charged
even though he removed his payment information. Mr. Bogert desires the
monitoring service agreement to be cancelled.
Vivint’s records indicate that Mr. Bogert signed a Purchase and
Services Agreement (“Agreement”) on January 5, 2021. On March 14, 2024, Mr.
Bogert contacted Vivint to cancel his Agreement and to turn off the autopay.
Mr. Bogert was advised to call and provided the phone number to Vivint’s
internal department that oversees these types of requests. On September 12,
2024, Mr. Bogert called Vivint requesting to cancel as he moved. Vivint’s representative
advised Mr. Bogert that he needed to buyout 50% of the remaining Agreement to
cancel.
A Vivint representative has attempted to reach Mr. Bogert to assist
with this matter via email. After reviewing the account, Vivint agrees to
cancel the monitoring service effective September 14, 2024, when the written
notice of cancellation was received. Mr. Bogert has no further obligation to
Vivint.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. Wilkinson may contact Vivint’s 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: 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 22276813, and find that this resolution is satisfactory to me.
Sincerely,
Joshua BogertInitial Complaint
Date:09/12/2024
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 representative for Vinvint came to my house on August 31st to sale home security system..After speaking with the representative he said if I go with the company the equipment would be free and he showed me my options. He said it would be free because they are going around the area looking for homeowners to promote the company. He stated that as part of the agreement I couldn't tell people that I got the equipment free and I had to keep their sign in the front yard because they make their money by people seeing the signs in the yard and calling the company. He stated that the equipment was a little over $3000 but they are going to waive it. I told him I was currently with ADT but he said they would buy out my contract. I agreed to go with them. The techs came out and set up the equipment. One of the equipment that I got was a push number lock for the door. The technician never gave me the key he took it with him, so after message the sales representative he gave me the run around so I call the company and they sent me out a new lock. On September 10th I received a bill from a company called Fortiva for $61.49 I called to see what that was for. Vivint goes through them for finance of the equipment. They charged me $3,687.55 for the equipment that the representative said was free and they ran my credit (which I didn't agree on). I called Vivint and they said the equipment is not free when I told them that their representative stated it was or I wouldn't had agreed to this lbecause I already had an alarm company with equipment. They said I missed my cancelation date on September 4th so I can't canceled. I made them aware that their representative gave me false information they said it's nothing they can do. I stated I would never agree to pay them $102 plus Fortiva $61.46 a month. It's not right that their sales representative is giving false information and they are not doing anything about it.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 #: 22276210
Complainant: Kendra Roberson
Vivint Account #: ********
Date of Agreement: August 31, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. Kendra Roberson and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to Ms. Roberson via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, Ms. Roberson 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 Legal
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