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.
Told door to door sales person did not want. She had an installer in when I said no. Now they are pulling money out of my checking!
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 #: 22259534
Complainant: Marsha Straw
Vivint Account #: ********
Date of Agreement: 8/5/2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Straw and
appreciate the opportunity to respond.
In her complaint, Ms. Straw explains she
does not want the system and would like cancellation.
To assist Ms. Straw, Vivint is willing to
cancel and refund her account and line of credit upon receipt of the equipment.
A representative has contacted Ms. Straw via email to schedule an appointment
for the removal.
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:09/08/2024
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 8-31-24 Vivint Salesman can to my home and it was not the first time trying to offer me an Vivint service agreement. To make a long story short, the salesman defrauded me by opening two accounts under my credit using someone else address but used my credit to open the account with a company by the name of Fortiva with an open line of credit of $4,000. Once I realized what he had done I immediately started calling vivint to stop and investigate this but it was almost impossible to get a live person( I even sent a cancellation to vivint with explanation of why I was cancelling contract and it was within the cooling off period) and after I finally was able to talk with a person by the name of Marg and explained what happen Marg gave me a case no. ********* and said that a person would be reaching out to me to pick up equipment but so far all I received was a text trying to convince me to consider offers to stay with Vivint, however, in the mean time the finance Company keep sending me bills and the real problem I kept getting all these different price on different contract And nothing what the salesman promised. So I sent a cancellation by email to vivint support but I was told by another vivint represent that they never received it. I received a text with instruction on cancellation and I did cancel and explained that
I have cancelled the agreement due to being defrauded. They need to pick up there Panel box and ring door bell and stop the finance company from billing me for $3,000 for equipment that was serviced at 1064 Bacall Rd. not my address and the equipment that was promised to me was promised a bundle of 8 items but received only 4 that was never installed or activated. but Fortiva keeping billing me for $4,000. I want vivint to come remove the item that was part installed and put back my old item and remove the entire bill from Fortiva.Business Response
Date: 09/13/2024
September 13, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:
Complainant: Katherine Johnson
Vivint Account #: ********
Date of Agreement:
To Whom It May Concern:
I have reviewed the information provided by Ms. Katherine Johnson and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. Johnson and a resolution has been agreed upon. At this time, Vivint has cancelled Ms. Johnson’s Agreement and Fortiva line of credit and processed a refund to her card on file. Ms. Johnson has no further obligation to Vivint and may contact Vivint’s 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/08/2024
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.
My name is Wagner German, On May 20th, 2024, Glover Juri, Vivint area manager, came to my home and offered some services in regards to cameras, smoke detectors, sensors, etc. He told me I had a free month starting from May 20th and can cancel at any time. Vivint will buy me out of my contract with ADT. When completing some paperwork, I asked about the line of credit and why it says $4,000, Mr. Juri tells me not to worry, it's a number vivint puts but no need to worry, it's just to run your credit. I agreed and signed.
7 days after on May 27th. vivint is trying to charge me and noticed a citizens bank line of credit of $4,000. Odd but thought it was an error.
On June 4th, 2024 I had text messages between Mr. Juri and I, trying to uninstall some equipment.
June 5th, 2024, messaged him to set up an appointment date
June 10th, 2024, messaged him to confirm an appointment date.
June 14th, 2024, he replies "Can we do next wednesday at 4?"
I replied, "That would be fine".
June 19th, 2024, the date we agreed upon, I received a call and he told me the equipment guy can't come.
June 25th, 2024, he replies, "Yes I've been communicating with them for a while about it all and we're working something out.
Called once, spoke with Natan no solution, called again spoke to Erica today no solution.
September 3rd, 2024, still waiting for an answer from both Mr. Juri and Vivint because all you guys have given me is a $5 or $10 discount on my next 2 months bills.
I wanted to remove some equipment at first but then decided to not continue my services with them but they want me to pay Vivint $1300 for early cancellation fee or the $4000 I owe to citizens pay bank. They lie to me about removing or cancelling before the month and now I’m here stuck with both Vivint and citizen. I want a refund for both accounts and also close what I owe because they never kept their end of the contract.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 #: 22256305
Complainant: Wagner German#:
Vivint Account ********
Date of Agreement: 5/20/2024
To Whom It May Concern:
I have reviewed the information provided
by Mr. German and
appreciate the opportunity to respond.
In his complaint, Mr. German explains his
dissatisfaction with the equipment and service. Mr. German requests cancellation
of his account and line of credit.
To assist Mr. German, Vivint is willing to
cancel and refund his account and line of credit upon receipt of the equipment.
A representative has contacted Mr. German via email to schedule a 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 LegalCustomer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22256305, and find that this resolution is satisfactory to me.
Sincerely,
Wagner GermanInitial Complaint
Date:09/07/2024
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 placed a call to Vivint Customer Service on 07/03/24 to ask if it was possible to lower my monthly bill. I was paying 50-51$ monthly and was no longer under contract with them.
I was considering transferring to another company to monitor and safe guard my home in an attempt to lower some of my bills.
I was offered new products and a lowered bill if I renewed my contract for 48 months. I agreed and a tech was scheduled to report to my home on 07/13/24 to install new products free of charge, which included replacing my CO2 monitor and placing a outdoor camera. I received a text 20 min prior to tech expected arrival indicating that the tech called in sick. I called Vivint on 07/1524 to verbalize my disappointment for last minute cancellation of tech. I spoke with an agent "Susan" from Vivint loyalty department. Susan was able to convince me to reschedule and offer a better deal. I asked her to e-mail the offer terms prior to me moving forward. Susan e-mailed me the terms that I agreed to on 07/15/24. The agreement indicates that I will pay a flat fee monthly of 44.99$ with 550$ equipment discount and 150$ credit that will cover 79$ tech fee, and additionally lower my bill by 15$ every month. The outdoor camera and co2 monitor free of charge. I have e-mail to confirm these terms to extend contract for 48 months. On 07/23/24 a tech came to my home to install outdoor camera and replace co2 detector. While the tech was in my home, he advised that I upgrade my doorbell. The doorbell cost 250$ and he applied 20% discount. I had 71$ credit left from my equipment discount of 550$ which I applied, and only then agreed to new doorbell. I also phoned Vivint on same day of install to confirm that the final cost of the doorbell would be 129$. The problem I'm having is that Vivint has not honored the terms agreed upon. I have called numerous times regarding the incorrect billing as high as 351.86. The loyalty team claim to not have any record of email sent 07/15/24. PLEASE HELP!Business Response
Date: 09/13/2024
September 13, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22255562
Complainant: Vanessa Whiteside
Vivint Account #: *******
Date of Agreement: 6/5/19
To Whom It May Concern:
I have reviewed the information provided by Ms. Vanessa Whiteside and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. Whiteside and a resolution has been agreed upon. At this time, Vivint has confirmed that her monthly rate is $44.99, that she has the promised $15 credit for 10 months and that she paid $130 for the doorbell camera. Ms. Whiteside may contact Vivint’s 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22255562, and find that this resolution is satisfactory to me.
Sincerely,
Vanessa WhitesideInitial Complaint
Date:09/06/2024
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.
The sales rep discussed with me that there would be a 30 day no pressure trial time period. I allowed them to set some of the equipment up in a room to have a look at its features but not install it in my house. That was done Aug 3rd. Husband came home saw it and wanted it gone immediately. Told the sales rep that same day and he avoided me until the 8th. Partially my fault for not reading the cancellation contract and seeing that the sales rep lied and only gave me 3 days trial. He waited until faster the 3 days to reply back to me and said he did not know when anyone would be out in the area and his continuing this to date. Called the number and talked to customer service and told that I cannot cancel anything and was told she would email the rep and his manager and call me back. 2 days later still no call back and 2 new charges have popped up on my account. I was also told that it would be a soft credit check and it was in fact not and now my credit score has dropped over 20 pts since I I bought a house and car last year. This company is acting as scammy as scammy comes. I’ve heard only good things about them before and how great their customer service was but all I have gotten so far is them forcing me into a contract that I stated within the 3 days that I was lied to about that we wanted it gone.Business Response
Date: 09/12/2024
9/12/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22253029
Complainant: Krystle Chang
Vivint Account #: ********
Date of Agreement: 8/3/2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Chang and
appreciate the opportunity to respond.
In her complaint, Ms. Chang is requesting
cancellation of her account.
According to Ms. Chang’s account, she
signed a System Purchase and Services Agreement (“Agreement”) on August 3,
2024. By signing the Agreement, Ms. Chang agreed to an initial term length of
sixty (60) months.
Despite the validity of the Agreement,
Vivint is willing to cancel and refund Ms. Chang’s account upon receipt of the
equipment. A representative has contacted Ms. Chang via email to schedule a
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 LegalCustomer Answer
Date: 09/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22253029, and find that this resolution is satisfactory to me.
Sincerely,
Krystle ChangInitial Complaint
Date:09/06/2024
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.
People keep coming to my house and ringing my doorbell trying to sell vivint despite the NO SOLICITING sign I have on my door. The same person has come multiple times, but different people continue to come. I have reached out to their customer service to request they STOP but the issue has still not been resolved. They need to train their employees better - NO SOLICITING MEANS NO SOLICITING. This has happened 5 times since I have been home. I haven't even lived in my house for a year! No soliciting signs are legally enforceable, and if this happens again I will take action.Business Response
Date: 09/12/2024
9/12/2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22252210
Complainant: Candace Hopkins
To Whom It May Concern:
I have reviewed the information provided
by Ms. Hopkins and
appreciate the opportunity to respond.
In her complaint, Ms. Hopkins explains Vivint’s
sales representatives continue to visit her home disregarding her ‘No
Soliciting’ sign.
A Vivint representative has reached out to
Ms. Hopkins via email regarding her concerns. Ms. Hopkins should respond to the
email with her address so it can be added to Vivint’s ‘Do Not Knock’ list. Ms.
Hopkins 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: 09/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22252210, and find that this resolution is satisfactory to me.
Sincerely,
Candace HopkinsInitial Complaint
Date:09/06/2024
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 June of 2024 I called Vivint to inquire about a home alarm. I inquired on prices for equipment and monthly monitoring services. Once a fair price was negotiated, I told Vivint that I have a current alarm carrier and that it was Brinks Security. I also communicated to the agent that I was in contract for 10 more months. When I called Brinks, they informed me that to cancel the contract it would be roughly $500. Part of the contract agreement with Vivint was that Vivint agreed to pay off my contract with Brinks. This was an agreement between myself and the sales agent that in order for me to agree to start service and purchase equipment from them was that they would pay off Brinks contract. Vivint has NOT kept their end of the agreement so now they are void in contract. I have made roughly 10 attempts via phone and I am told something different every time. Nothing is getting done. It has been since June! This company has over 7000.Business Response
Date: 09/12/2024
September 12, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22251382
Complainant: Matthew Marquez
Vivint Account #: ********
Date of Agreement: 7/2/24
To Whom It May Concern:
I have reviewed the information provided by Mr. Matthew Marquez and appreciate the opportunity to respond.
In his complaint, Mr. Marquez states that he agreed to cancel his previous security provider and install Vivint. Vivint promised to provide a buyout of about $500 to terminate his old contract. He has not received the buyout yet.
Vivint’s records indicate that Mr. Marquez signed a Purchase and Services Agreement (Agreement) on 7/2/24 with an initial term of sixty (60) months. Vivint’s records indicate that Mr. Marquez called regarding a buyout a says he was promised. Vivint’s records indicate that the buyout was processed incorrectly, therefore it was mistakenly denied.
A representative from Vivint has reached out to Mr. Marquez in an effort to resolve this matter. Vivint agrees to buy out his previous security contract for the amount he stated and provide a 2-month monitoring credit. Mr. Marquez may contact Vivint’s 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/06/2024
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.
When I was sold this security system, I was told that there would be a 5 year contract on the equipment that would be no interest payments over 5 years and there was no contract on the monitoring service. That could be cancelled at any time and paid for month to month. I was paying one fee for the equipment and one fee to Vivint for monitoring. I was told if I ever cancelled the monitoring, the service wouldn't be useable, and the equipment would always have to be paid off. I ended up having to sell my home earlier than planned due to a hacking situation going on at my residence, which was a smart home, and my Vivint hub was repeatedly hacked also, which I was assured upon purchase this could not happen. The reason I was looking for a Ring alternative in the first place. The Vivint system was hacked within a week of installation, and I informed Vivint that I didn't want the service since it proved to be no better than what I had, I was told I was outside of the 3 day grace period and could not return the equipment, so I continued with service. Within 2 months I had to have technicians repeatedly at my house. Ultimately, I ended up having to sell my home. The new buyer did not want to keep the service, (which now I understand why) from the numerous company complaints. I was told the equipment could be sold with the house and was not informed that the monitoring was under contract also until I called to cancel after informing Vivint the new buyer didn't want the service. Now the equipment has been paid off and Vivint is currently trying to charge me 2 years worth of monitoring fees as an early termination fee! Which I received a bill for $1,721.16, Sept 6, 2024 and was told it has to be paid by Sept 20, 2024 or they will not cancel my account and will continue to charge me until it's paid. This is outrageous!! I should not have to pay this and am requesting cancelation and no termination fees as this was an extenuating circumstance and misrepresented.Business Response
Date: 09/13/2024
September 13, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22250916
Complainant: Charisa Jones
Vivint Account #: ********
Date of Agreement: May 11, 2024
To Whom It May Concern:
I have reviewed the information provided
by Ms. Jones and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Ms. Jones and a resolution has been agreed upon. At this time, Vivint has
agreed to cancel with forgiveness the remainder of the monitoring service
effective September 13, 2024. Ms. Jones has no further obligation to Vivint. Ms.
Jones 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: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business and they have provided proof that they have adjusted my account to a zero balance in reference to complaint ID 22250916, and find that this resolution is satisfactory to me. Thank you.
Sincerely,
Charisa JonesInitial Complaint
Date:09/06/2024
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.
When I purchase my home May 2018 in Arizona, I choose Vivint as the security system. I sold my house in August 2021. I called the company prior to me selling the house to inform them I was selling the equipment with the house and to cancel my contract. I was informed that I had a contract until October 2023; which I did not know. I opted to continue to pay monthly for a service although I was no longer living in the house- I didn't have the hundreds of dollars to cancel my contract at the time(the representative told I must pay that in order to cancel). This past August 1, 2024 I called to cancel my service. I sent in the required email to the cancellation email they provided. They had assured me that I would no longer be paying. Today(9-6-24) the company charged my account. I went on their website to communicate with the agent. The service rep couldn't find me-name, email, or passcode. I am very certain that I have been paying for the new homeowners service and was lied to about my "end contract of October 2023". The service rep gave me the same phone number I had previously called. I am being charged for a service I am not getting. Please help.Business Response
Date: 09/11/2024
September 11, 2024
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 22250347
Complainant: KimberlyJo Bouwers
Vivint Account #: 6303653
Date of Agreement: July 6, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. Bouwers and appreciate the opportunity to respond.
In her complaint, Ms. Bouwers states that she sold her home in August of 2021 and informed Vivint that she was selling her equipment with the home and canceling her contract. She states she was told she is in a contract until October of 2023. Ms. Bouwers states she opted to continue to pay the monthly service fee. She states she requested cancellation August 1, 2024, and sent the required email for cancellation. She states Vivint continues to charge her. Ms. Bouwers desires a refund and cancellation.
Vivint’s records indicate that Ms. Bouwers signed a Purchase and Service Agreement (“Agreement”) on July 6, 2018. On August 20, 2021, Ms. Bouwers notified Vivint that she moved and left the equipment behind. On September 17, 2021, Ms. Bouwers contacted Vivint to finalize the takeover of her account, Vivint found that the new homeowner started a new account, and it was not possible to complete the takeover. May 18, 2022, Ms. Bouwers notified Vivint that she was still being billed despite moving. On August 1, 2024, Ms. Bouwers notified Vivint that she was still being billed.
A Vivint representative has attempted to contact Ms. Bouwers via email in efforts to resolve this matter. Vivint offers cancellation of the Agreement effective September 21, 2021 and to provide a refund from that date forward. Ms. Bouwers 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: 09/11/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22250347, and find that this resolution is satisfactory to me.
Sincerely,
Kimberlyjo BouwersInitial Complaint
Date:09/06/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On August 27, 2024, I noticed that Vivint had charged me $50.98 on 8/14 for services that have always been $45.56 for the last two years. I contacted them at 11:27am on 8/27 to find out why I was being charged an additional $5.42. A woman I spoke with said it was due to no longer being under contract, hence an additional fee for month-to-month. I asked WHY I was not notified of such a change; she claimed I would have been sent via email, which I NEVER received. I proceeded to ask for a cancellation of my services due to such shady business practices, at which point she transferred me to another department to supposedly cancel my services. Instead, I ended up speaking with Patrick (*******) who worked tirelessly to keep my business. After visiting, he agreed to continue my service for 24 months at a TOTAL monthly cost of $40.98 AND to issue me a credit of $5.42 for the extra amount charged to my checking account on 8/14; I agreed to the terms, but required email confirmation from him of the amount, as the last time I was "guaranteed" an exact amount (2 years ago), it ended up being $5 more with hidden fees. He initially sent me an email indicating the agreed-upon continuation of my services at a reduced rate, but I asked him to resend it with the EXACT amount. I also received an additional email indicating the credit that would be issued. Today, September 6, I noticed that no credit was issued but instead an ADDITIONAL CHARGE to my checking account for $7.20 on August 29; I have no idea what this additional charge is for! With that said, this further reduces my faith in this company to conduct ethical and honest business and I request a full refund of the $5.42 that was promised, as well as $7.20 for the unknown charges to my account (Total of $12.62). Furthermore, if they will not agree to this, I wish to terminate my agreement with Vivint for failure on their part to uphold the verbal and written agreements made on August 27 with their customer service department.Business Response
Date: 09/13/2024
September 13, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: 2249479
Complainant: David Wilson
Vivint Account #: *******
Date of Agreement: 1/31/14
To Whom It May Concern:
I have reviewed the information provided by Ms. David Wilson and appreciate the opportunity to respond.
In his complaint, Mr. Wilson states that he noticed his monthly bill went up by an additional $5.42. He was told it was because he was no longer under contract. He accepted an offer of $40.98 and a credit of &5.42 for the extra charge. He was then charged $7.20 and does not know what the charge was for.
Vivint’s records indicate that Mr. Wilson signed a Purchase and Services Agreement (Agreement) on 1/31/14. Vivint’s records indicate that Mr. Wilson called on 8/27/24 to find out why his monthly rate increased by $5.42. He was offered to have his rate reduced to $40.98 and he would receive a credit for $5.42 if he agreed to continue his service for another 24 months. Vivint’s records indicate that Mr. Wilson accepted, his rate was lowed as promised and he was given a $5 credit. Vivint’s records indicate that because Mr. Wilson’s rated changed on 8/27/24, his billing date would be that date moving forward. Vivint’s records indicate that Mr. Wilson was invoiced $12.20 for the remaining 14 days between his old billing date and his new billing date but was only charged $7.20 due to the $5 credit on his account. Vivint’s records indicate that Mr. Wilson’s next invoice will be due on 9/27/24 for $40.98, as promised.
A representative from Vivint has reached out to Mr. Wilson in an effort to resolve this matter. Vivint agrees to apply a 1-month credit to Mr. Wilson’s account to compensate for the confusion. Mr. Wilson will not have a payment due until 10/27/24 and may contact Vivint’s representative directly if he would like to change his billing date back to the 13th or 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22249479, and find that this resolution is satisfactory to me.
I have directly contacted the legal department representative to request a change for my monthly due date and to accept the 1-month credit for the lack of information from the original customer service team.
Sincerely,
David Wilson
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