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
- 8,361 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:09/09/2024
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 June 8th, I signed up for an account with Vivint. Unfortunately, I encountered multiple instances of deception from the salesman, which I consider fraudulent. Their behavior is appalling.
1. The salesman falsely informed me that enrolling with Citizens One was not a loan and that only a soft credit pull, similar to what occurs with utility accounts, would be conducted. This was a lie. I was later contacted by Citizens One to confirm my loan, leaving me shocked. During this conversation, a representative revealed that Citizens One was phasing out this process with Vivint on a company-wide basis.
2. On the same day I signed up, the technician caused over $600 in damage to my home, which Vivint eventually reimbursed. Throughout the process, the technician was condescending and dismissive of my concerns.
3. I raised these issues with the salesman multiple times, he repeatedly assured me that his manager would contact me. That never happened.
4. During the initial installation, the technician informed me that I was under a 30-day trial period. This too was a lie.
I contacted Vivint approximately ten times to resolve these issues but eventually gave up after receiving no meaningful support. Vivint’s response was that I “should have read the contract.” I made it clear that both the technician and the salesman intentionally misled me. I asked whether Vivint truly believes it’s acceptable to deceive customers who may not fully understand complex contract language.
I tried to cancel my account just four days after installation, but Vivint informed me it was too late. I repeatedly explained that I had been misled, customer service offered no assistance.
I am raising my concerns and request to terminate my relationship with Vivint. After researching their manipulative and deceptive practices, I discovered that the Better Business Bureau has helped others in similar situations cancel their accounts..
Please help me, BBB, the way you’ve helped so many others!
Business Response
Date: 09/16/2024
9/16/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22263372
Complainant: James Taylor
Vivint Account #: ********
Date of Agreement: 6/8/2024
To Whom It May Concern:
I have reviewed the information provided
by Mr. Taylor and
appreciate the opportunity to respond.
In his complaint, Mr. Taylor explains his
dissatisfaction with the sales process and requests cancellation of his account.
To assist Mr. Taylor, Vivint is willing to
cancel and refund his account and line of credit upon receipt of the equipment.
A representative has contacted Mr. Taylor via email to schedule the system
removal appointment.
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:09/09/2024
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 called to have my service canceled and was told it would cost me $520 to buy out the remaining of my contract. I paid the $520 in June 2023 and paid off the equipment. In August 2024 I was sent a bill for $23.07. When I called, they told me my account. was still active and I owed the money but would not let me speak with a supervisor. In September 2024, I received another letter stating I owed them over $60. Every time I call, they refuse to let me speak with a supervisor and insist that I still have an active account. I do not want to be sent to a collection agency for money that I do not owe. This account was canceled over a year ago. Can you please help me with this matter?Business Response
Date: 09/16/2024
9/16/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22262938
Complainant: Sheila Senate
Vivint Account #: *******
Date of Agreement: 8/1/2020
To Whom It May Concern:
I have reviewed the information provided
by Ms. Senate and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to close Ms. Senate’s account and waive the balance.
Vivint apologizes for any inconvenience this has caused. Ms. Senate 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 LegalInitial Complaint
Date:09/09/2024
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 purchased the home security system in May 2024. I was told by Christian that if I decided to cancel there would not be a cancellation fee or that I would owe on any remaining equipment charges. I was also told if I had any issues with the system there would be a person assigned to my city to address any concerns. This was also a lie. My daughter and her fiance were witness to my questions and his answers. The system has had problems from day 1 and I would like my money back. I feel that they are preying on elderly people and this is a scam.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 #: 22262407
Complainant: Eugenia Elam
Vivint Account #: ********
Date of Agreement: 5/17/24
To Whom It May Concern:
I have reviewed the information provided by Ms. Eugenia Elam and appreciate the opportunity to respond.
In her complaint, Ms. Elam states that she bought Vivint in May 2024. She claims she was told that there would not be a cancellation fee or owe anything on the remaining equipment charges. She has had issues with the system since it was installed. She wants to cancel her account and the loan.
Vivint’s records indicate that Ms. Elam signed a Purchase and Services Agreement (Agreement) on 5/17/24 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. Elam had a 60-day right of rescission that ended on 7/17/24. Vivint’s records do not indicate that Ms. Elam has contacted Vivint regarding any equipment issues.
A representative from Vivint has reached out to Ms. Elam in an effort to resolve this matter. Despite the information above, Vivint agrees to cancel Ms. Elam’s Agreement and Loan once the equipment has been removed from her home. Ms. Elam may contact Vivint’s representative directly to schedule the removal of her equipment 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 LegalBusiness 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 #: 22262407
Complainant: Eugenia Elam
Vivint Account #: ********
Date of Agreement: 5/17/24
To Whom It May Concern:
I have reviewed the information provided by Ms. Eugenia Elam and appreciate the opportunity to respond.
In her complaint, Ms. Elam states that she bought Vivint in May 2024. She claims she was told that there would not be a cancellation fee or owe anything on the remaining equipment charges. She has had issues with the system since it was installed. She wants to cancel her account and the loan.
Vivint’s records indicate that Ms. Elam signed a Purchase and Services Agreement (Agreement) on 5/17/24 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. Elam had a 60-day right of rescission that ended on 7/17/24. Vivint’s records do not indicate that Ms. Elam has contacted Vivint regarding any equipment issues.
A representative from Vivint has reached out to Ms. Elam in an effort to resolve this matter. Despite the information above, Vivint agrees to cancel Ms. Elam’s Agreement and Loan once the equipment has been removed from her home. Ms. Elam may contact Vivint’s representative directly to schedule the removal of her equipment 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: 09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22262407, and find that this resolution is satisfactory to me.
Sincerely,
Eugenia ElamCustomer Answer
Date: 09/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22262407, and find that this resolution is satisfactory to me.
Sincerely,
Eugenia ElamInitial Complaint
Date:09/09/2024
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.
August 17 2024 Ryan Rice came to our home. Very pushy salesman. Ran credit report then said we could have a 2 week trial instead of the 3 days. The trial didn’t start till Aug 19 due to cameras not being in. Never got correct pricing from the rep with texting. Asked him to remove service on aug29. This was 9 days in. Ryan will not answer text or calls in fact he gave a different number than the company has. We have text messages and picture with his photo and phone number for Vivint. I have had to enlist my mother’s help with email and phone calls as I work 12 hours a day. She has put in at least 4-5 hours on calls with this company. We feel they are running a scam and very much telling people one thing and not standing behind it. All we want is for the equipment to be removed and be done with them.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 #: 22261746
Complainant: Connor Merfeld
Vivint Account #: ********
Date of Agreement: August 17, 2024
To Whom It May Concern:
I have reviewed the information provided by Mr. Merfeld and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. Merfeld and a resolution has been agreed upon. At this time, Vivint has agreed to fully cancel the Vivint Agreement. Upon removal of the equipment Vivint will full cancel the account, provide a full refund of any payments made directly to Vivint as well as full closure of the equipment line of credit. Mr. Merfeld 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: 09/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22261746, and find that this resolution is satisfactory to me.
Sincerely,
Connor MerfeldInitial Complaint
Date:09/09/2024
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 August 4th a representative came to my door to sell home equipment We agreed to get the service. Now come to find out the salesman lied . I confirmed and asked asked would it be one flat rate. So he explained it was be one flat monthly fee. Later on we were billed from a 3rd party fortiva for equipment charges that are separate from the service bill . They stated that I signed a contract. But the rep signed for me & signed me up for financing some equipment without my knowledge or without explaining the details of each of the charges.. now they are refusing to cancel the account or get the issues resolved or take the equipment back just stating and it will be a neglect item on my credit.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 #: 22261633
Complainant: Ernest Wright
Vivint Account #: ********
Date of Agreement: August 2, 2024
To Whom It May Concern:
I have reviewed the information provided
by Mr. Wright and
appreciate the opportunity to respond.
In his complaint, Mr. Wright states that he was told there would
be one flat rate monthly payment. Mr. Wright states that later he was billed by
a third party for the equipment. Mr. Wright states that the sales
representative signed the documents for him and signed up for financing the
equipment without his knowledge. Mr. Wright desires to return the equipment and
to cancel the monitoring service agreement.
Vivint’s records indicate that Mr. Wright signed a Purchase and
Services Agreement (“Agreement”) on August 2, 2024. On September 2, 2024, Mr.
Wright called Vivint inquiring about the two separate bills he received. Vivint’s
representative explained what the two separate bills are, what they are for,
and explained the charges are valid.
A Vivint representative has attempted to reach Mr. Wright to assist
with this matter via email. After reviewing the account, Vivint agrees 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 to refund all payments
made directly to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated
above. Mr. Wright 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 LegalInitial Complaint
Date:09/09/2024
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 requested my home security service be canceled on August 9th 2024. I had to email a specific email address to cancel this service making it difficult. I completed all the steps to cancel my service and got a confir.ation email from Vivint stating my email had been received. I was billed another $52.02 on September 9th 2024, one month after I canceled my home security service. I made sure my bill was up to date before I canceled my service. I called and tried to correct this issues because all of my equipment immediately stopped working and they told me it would be another 3 to 4 days before they could refund my money that was charged to an account that no longer worked. They gave me the run around and and made it very difficult to cancel and I did not get a resolution when I called them.Business Response
Date: 09/17/2024
9/17/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22261450
Complainant: Dakota Mccoy
Vivint Account #: *******
Date of Agreement: 8/8/2019
To Whom It May Concern:
I have reviewed the information provided
by Mr. Mccoy and
appreciate the opportunity to respond.
Vivint issued a refund of $52.09 on September
9, 2024 to the card on file. Ms. Mccoy 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 LegalInitial Complaint
Date:09/09/2024
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.
When salesman came to my door my husband and I are older people and we ask a lot of questions , I was told that my dogs would not set alarm off that the censors know the difference. Not even 2 mos later went to movies and my alarm going off , my dogs set off the alarm and I would of never purchased this if the facts and questions were answered honestly. Called Vivant and got a apology and then was told that yes my dogs would set off alarms suppose to have 90 days free never heard a word. I am stuck paying a lot of money for a system that does not do what I was told it would do. I stopped paying for vivant I will pay the citizens bill for equipment then when paid sell, customers need be aware they are not telling you the truth.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 #: 22261109
Complainant: Lesa Dimick
Vivint Account #: *******
Date of Agreement: January 29, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. Lesa Dimick and appreciate the opportunity to respond.
To assist, Vivint agrees to waive Ms. Dimick’s past due balance of $141.08 and cancel her account without penalty. It's important to note that she remains accountable for the equipment loan with Citizens One.
Vivint’s records show that Ms. Dimick signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $39.99, and total equipment fee of $3,193.33, that was financed through Citizen One, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 28 months on her contract. Ms. Dimick has no further obligations to Vivint; however, she is still responsible for the cost of her equipment.
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:09/09/2024
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 cancelled my account in May 2024, i overpaid on thiscaccount. I feel due more than $39.50 because I pad this account twicev one day apart. I was told a check was mailed to an old mailing address that in haven't had in 4-5 years it was a post office box they keep telling me my address has to be updated. I gave them my address and still they have not refunded my money I am tired of calling for My refund it seems they don't intend to give me my money. I will not give them my acct number as I don't trust them to send me my money that way, why are they allowed to get away with this horrible practice?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 #: 22260721
Complainant: Rosalind Carrington
Vivint Account #: *******
Date of Agreement: April 8, 2013
To Whom It May Concern:
I have reviewed the information provided by Ms. Rosalind Carrington and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact Ms. Carrington via email and phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, Ms. Ms. Carrington 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: 09/30/2024
Complaint: 22260721
I am rejecting this response because:I closed this account in May and I am owed money that I am getting a run around about. They keep telling me to speak to different depts and I get no where, Ive been told a check was sent to me at pobox I havent had in more than 6 years ago. Every time I call Im told my new address hasnt been updated. Im on the line now as I am texting you. I was told they have to update my address. Ive reached out to my bank when your representative called me. ******* said contact the company. please check into this matter as I feel I am being treated horribly by this company. Constantly I am being placed on hold. You can proceed with my complaint. I made 2 payments on April 30, 2024. One for ***** and one for $74.03 on the same day. It was a duplicate payment that I did not owe, ***** supervisor who promised she will update the new address once again.I feel I am owed $74.03 not $39. And change they are trying to give as a refund.
Sincerely,
******** **********Business Response
Date: 10/03/2024
October 3, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22260721
Complainant: ******** **********
Vivint Account #: *******
Date of Agreement: April 8, 2013
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ******** ********** and appreciate the opportunity to respond.
Vivints records show that Ms. ********** signed an Agreement in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). A written notice of cancellation was provided by Ms. ********** on May 16, 2024, and her account was invoiced for the last month of service and cancelled on June 17, 2024.
Ms. Carringtons last payment to Vivint via check was on May 6, 2024, in the amount of $55.80 and $3.11. Once her account was cancelled, a prorated refund of ***** and $11.86 was issued via check. No further refund is warranted at this time.
For any additional questions or concerns regarding this matter, Ms. ********** 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:09/09/2024
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 will not stop charging me. I’m trying to cancel my account and they keep charging me and won’t let me cancel my service. They keep me in the phone so I hang up. I’ve very clearly stated that I want to cancel my service but they won’t.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 #: 22260235
Complainant: Alan Garcia
Vivint Account #: *******
Date of Agreement: November 9, 2017
To Whom It May Concern:
I have reviewed the information provided
by Mr. Garcia and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Mr. Garcia and a resolution has been agreed upon. At this time, Vivint has
agreed to cancel the monitoring service effective September 10, 2024, when the
written notice of cancellation was received waiving the thirty (30) day cancellation
period. Mr. Garcia has no further obligation to Vivint. Mr. Garcia 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:09/09/2024
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.
There was a sales men for the Vivint Home Security service who offered a 30 trail for the company’s service. It was explained that after the 30 day trail if we were not satisfied we can call cancel the service and a tech will come and pick up the system. I called on September 3, 2024 and spoke with four representatives of the company. I first called ( 800-710-2961) spoke with Chloe, who told me my and was cancelled and I should receive a email stating that my account was cancelled. I asked Chloe if I can schedule for a tech to pickup the system and Chloe said she can not on her end but gave me ( 800-678-2635) where I spoken with Brenden ( and with each rep I spoke with each rep tried to talk me into keeping the system, which I was adamant from the day one of the 30 day trail I can not afford this system) Brenden couldn’t help me. I call back to the ( 800-710-2961) where I spoke with Chris and Chris gave me the ( 801-377-9111) where I spoke with Mae who assured me that my system was cancelled and a email was sent to me that I will have to return to the document department with the following information:
Name: Casey Koleman
Address: **** *********** ** ********** ** ********** Service Number: ******** Reason for Cancellation
Show trimmed content
and please keep in mind that the spelling of my last name was spelled incorrectly and I told the rep the day the system was setup, but he did not correct, instead he told me that customer service will be able to correct the spelling of my last name. I have not heard from anyone regarding disconnecting and picking up this system.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 #: 22259712
Complainant: Casey Coleman
Vivint Account #: *******
Date of Agreement: 8/17/27
To Whom It May Concern:
I have reviewed the information provided by Ms. Casey Coleman and appreciate the opportunity to respond.
In her complaint, Ms. Coleman states that she wants to cancel her account. She was offered a 30-day trial, and it is within the 30-day period.
Vivint’s records indicate that Ms. Coleman signed a Purchase and Services Agreement (Agreement) on 8/17/27 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. Coleman’s equipment is scheduled to be removed from her home on 9/26/24.
A representative from Vivint has reached out to Ms. Coleman in an effort to resolve this matter. Vivint agrees to cancel Ms. Coleman’s Agreement and loan once the equipment is removed from her home. Ms. Coleman may contact Vivint’s representative directly if she would like to try and reschedule the appointment for a sooner date 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 Legal
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