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:06/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have sold my property that had a Vivint security system in March of 2024. I had paid off the loan Vivint had set up through Citizensone loan company also that month of March 2024.I now live in assisted living and have no email account.Looking at my bank statements, I found they are still charging me for the security and taking it out of my account.I called to tell them of the problem but they wont do anything or help to cancel it because I no longer have the email account or own that property. They can only mail a password to the address which I no longer own.
Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21861017
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 8/26/22
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ********* Agreement and provide a refund. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/17/2024
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.
These are the key concerns and issues we have faced:Incomplete Installation (5/22/24):The garage component and door opener/unlock component were never installed.We took another day off for the technician to return, but the installation was still not completed as the technician was still not able to install.We requested the camera be placed at the corner of the house to cover the gate, but the technician stated that it would require unsightly hanging wires inside the home.Cancellation Request (6/4/24):Due to the incomplete installation and lack of customer service, we requested cancellation on 6/4. You will notice that the installation certificate shows equipment that was never installed.We were surprised to find out that the promised 30-day trial was not documented. Fortunately, we had our own documentation which we provided to Vivint representative ***** via email.Fortiva Account Issue and Unfulfilled Promises (6/12/24):We reached out to close the Fortiva account and were offered a $300 credit to retain the service. We agreed on the condition that a new technician could complete the installation. ***** **** Dalligos, another Vivint representative, informed us that no other technician or supervisor was available and that we would have to wait for Vivint to call us back. Her heavy sighing during our questions was the final straw in our decision to discontinue with Vivint. Of course, we never received a call from the Vivint rep.Equipment Removal Issue:Despite several requests for a technician to remove the equipment, the scheduled removal on 6/14 did not happen as the technician never showed up.Given these issues, I am urgently requesting the following actions:Expedite the dispatch of a technician to remove all installed equipment immediately.Close the Fortiva account as the contract was not fulfilled due to incomplete installation and lack of services as agreed.Business Response
Date: 06/23/2024
6/23/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21860923
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 5/22/2024
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
************************ account was cancelled and refunded on June 21, 2024. ********************** has no further obligation to Vivint and Fortiva. ********************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/23/2024
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:06/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called on December 2023 to cancel my service first of all I stayed on the phone for about a hour because they kept trying to keep me from canceling but I had already got another service so my mind was made up. Now it is June 2024 and they had still been charging me74.00 every month. And now they saying I cant get my money back. They wont refund my money. I need it!Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21860489
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: December 8, 2013
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the monitoring service effective December 19, 2023, and to refund all payments made directly to Vivint from that date forward. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a vivant unit in my old house. We had it built into the wall to make it look nice. We moved 2 years ago and cleared the unit and left it in the house we sold.Now I have $800 on my credit report from vivant. I have reached out to vivant but they said I left the unit in the house its my fault. I can not get to the unit and I do not want to pay their bill. So I do not know what else to do.Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21860473
Complainant:********* Block
Vivint Account #: *******
Date of Agreement: September 2, 2017
To Whom It May ***************** have reviewed the information provided by Ms. ********* Block and appreciate the opportunity to respond.
In her complaint, Ms. ***** explains that she sold her home 2 years ago and left the system behind. She further explains that she now has $800 on her credit report from Vivint. Ms. block desires a correction to a credit report.
At this time, Vivint agrees to cancel Ms. ****** Agreement and remove her account from collections.
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 2.1). A notice of cancellation was not received,however, Vivint will accept this complaint as Ms. ****** notice of cancellation.
Vivints records further show that Ms.***** stopped making her monthly payments after March 3, 2020. As such, the account was cancelled for non-payment on August,28, 2020 and was transferred to an outside collection agency.
Despite the validity of this debt, Vivint agrees to the above resolution. Ms.Block has no further obligation to Vivint and will not be contacted further by collections.
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:06/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ive had Vivint for a few years and and keep having consistent issues with their equipment. Numerous phone calls to their customer service with no ********************** besides saying i may need to upgrade my system or pay over $100 dollars just so can come tell the same thing they told me on the phone. Always transfer me to another assistantWho as well doesnt know anything about their trashy equipment that Ive spent thousands on. With the amount of money I spent youd think they help as much as possible but they never do or never return any calls. I have to reset my cameras atleast 10 times a week sometimes up to 3 times a day. I do not know what else to do but file a complaint.Business Response
Date: 06/22/2024
June 21, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE:
Consumer Complaint Case #:
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 3/3/20
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, Mr. ****************** that he has consistent issues with his equipment. He claims he has made many phone calls and has been told he has to upgrade or pay $100 for a technician who he believes would say he needs to upgrade.
Vivints records indicate that Mr. ****************** a Purchase and Services Agreement (Agreement) on 3/3/20 with an initial term of sixty (60) months which states so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee plus any applicable taxes. Vivints records indicate that **************** has not made any recent calls to Vivint regarding equipment issues. Vivints records indicate that **************** called on 6/14/24 regarding an issue with his Doorbell Camera. After troubleshooting the issue, it was determined that it was a software issue and a ticket was put in to resolve the issue. There were no further calls regarding the doorbell and the case was closed. Vivints records indicate that on 5/10/22 **************** chatted with a representative regarding his Outdoor Camera. After troubleshooting, the camera went back online. No further calls or chats were found. There are no cases that show Mr. ***********;has equipment issues, what kind of issues he is experiencing nor has Vivint been given an opportunity to resolve the issues.
A representative from Vivint has reached out to Mr. ***********;in an effort to resolve this matter. Vivint agrees to send a free technician to resolve ****************** issues. **************** may contact Vivints representative directly to schedule the technician 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
July 2023 I was misled into a 60 month contract with Vivint, also was told their outside cameras were wireless, they are not. Lots of things were misleading.Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21856798
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: August 11, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide a credit to cover the move fee to uninstall and reinstall Ms.****** equipment. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint will not process the cancellation of my contract and is still charging me deposits written communication that I no longer want the service. I am on a month to month contract that enables cancellation.Business Response
Date: 06/21/2024
6/21/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21855702
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 4/10/2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel ************** account and refund $21.94. Mr.***************** ******* Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint did the same thing to me that I've heard they do to many others and I'm tired of them being away with it. I have had charges made to my bank account that were not authorized, these caused me overdraft fees. I immediately called Vivint and after a long conversation with three or four people and being transferred around, they refunded the multiple charges because they know they didn't have consent and shouldn'thave had my bank info, however they did not do anything about the overdraft fees incurred and I had to pay this of course. I asked how they were even able to charge my bank card as I had removed the information from my Vivint account online as well as asked the representative to delete the information previously. The rep replied it was still in the system so that's what they used. I again asked that they remove my banking intimation and here I am again with them charging my bank account WITHOUT my permission or consent. Why are they keeping my banking information after I've requested and told them to delete it from their systems? Next huge issue, when I moved to my new home I was told they would move my service for a fee,I think $150 and while I thought that seemed unfair I had to pay it as I was under a contract. No one told me I was starting a NEW contract when I moved my service location. So when my equipment was finally paid off after 5 years of paying on it, I called to find out when I could cancel my service with Vivint, as I was done with their horrible service and worthless overpriced equipment, only to find out I was under a brand new contract! I tried to tell them I was never told this, I cried and pleaded with them and I was dismissed and one again I was s held hostage by Vivint! This company is predatory and unreasonable, the cameras are frozen more than not and the images are blurry, the customer service doesn't listen nor do they care. I've had enough after all these years in tired of being their victim. Someone needs to look into Vivint!Business Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21855369
Complainant: *************************
Vivint Account #: *******
Date of Agreement: October 12, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that Vivint has made unauthorized charges to her account. She states ********************** has refunded her for the charges but did not refund the overdraft charges.****************** desires cancellation and removal of her banking information from Vivints database
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on October 12, 2019. October 14, 2023, ***************** requested the cancellation of her account.
A ********************** representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers the cancellation of the remaining Vivint Agreement without further fees or penalties to ******************.****************** may contact Vivints 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: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was scammed in Sept of 2022.**** approached by someone who told me they were from ADT to do upgrade .I had been with ADT SINCE 2018 SO I THOUGHT it was just a upgrade. Instead the system was changed to Vivint. I was lied to so I have paid extra for a credit contract for equipment that was only the wall system a doorbell camera and the system ring for the doorbell.. I just found out that I am paying for this equipment and still have aver a year left..which I owed nothing to Adt..the wires are showing in the monitor wiring..Alarm has went off no one has called or text to check if it was real 3 years for this equipment is crazy..I will send back.i just want them to cancel my contract and put me back with ADt..I was scammed and received no service after this ..Did not give me contract and it was all a scam..I did this thinking it was just upgrade..please help I live on fixedincome and this was wrong..******** does not work for over a year..Scam I can be reached at ************ or ***************** Thank youBusiness Response
Date: 06/21/2024
June 21, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21854094
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: September 8, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was misled in September 2022, when she was approached by someone who said they were from *** to do an upgrade. ****************** desires a refund and no further contact from Vivint.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on September 8, 2022. On November 23, 2022,****************** called saying she was called by a Vivint agent pretending to be with *** to complete an upgrade. ****************** stated that she was told that Vivint could help pay for the pending balance with *** if they were willing to stay with Vivint, there would not be any charge for the equipment and not made aware of any contract/agreement and is now paying two companies. Vivints representative emailed ****************** and the sales representative regarding the *** buy-out should ****************** decide to stay with Vivint. Vivints sales representative responded to the email saying if ****************** calls back deciding to stay with Vivint to have a case opened requesting a gift card to pay off her *** agreement. On February 3, 2023, ****************** called Vivint regarding the *** buyout as she still had not received it. On July 6, 2023, ****************** called Vivint due to equipment issue and inquired again about the *** buyout. It was determined after troubleshooting that a replacement sensor needed to be shipped and a case was opened regarding the *** buyout. On June 5, 2024, ****************** called Vivint requesting to cancel the agreement due to feeling misled by the sales representative and not having received the buyout for her *** contract.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** has provided the following offers: 1) provide a refund in the amount of $101.86 to payoff the balance on her *** agreement leaving the monitoring service agreement with Vivint active, {or} 2) cancel with forgiveness the remainder of the monitoring service agreement, however, ****************** will remain responsible for the equipment line of credit with Citizens.
To resolve this matter, Vivint has provided the offers as stated above. ****************** may contact Vivints 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: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/15/2024
Complaint: 21854094
I am rejecting this response because:I was scammed into this contract saying it was just upgrade.ADT contract was done just had to pay for monitoring.why would I start over..but I never had any security never once was I contacted when something happened.even removed system no contact. I deserve my $1200 I was scammed out of..thank you. ***************************
Sincerely,
*******************************Business Response
Date: 07/22/2024
July 22, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21854094
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: September 8, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she is rejecting Vivints response saying she was defrauded. ****************** states that she was not contacted when something happened. ****************** desires compensation of $1200 for monies she states she was defrauded out of.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on September 8, 2022. Vivints records also show that ****************** participated in recorded a Pre-installation survey agreeing to the equipment line of credit with Citizens. On June 20, 2024, Vivint received a Better Business Bureau (BBB) complaint from ******************. After reviewing the complaint, Vivint provided the following offers: 1) provide a refund in the amount of $101.86 to pay off the balance on her ADT agreement leaving the monitoring service agreement with Vivint active, {or} 2) cancel with forgiveness the remainder of the monitoring service agreement, however, ****************** will remain responsible for the equipment line of credit with Citizens. On June 24, 2024, ***************** responded to the email sent, saying that she did not agree with what was being offered. Vivints representative responded informing ****************** that the equipment has been in her possession for almost two years and Vivint will not take the equipment back, however, Vivint was still willing to cancel with forgiveness the remainder of the agreement leaving her responsible for the equipment line of credit or to pay off the remainder of her contract agreement with ADT. No further correspondence was received from ****************** on how to proceed until her rebuttal complaint made to the BBB.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** stands by their decision and still is providing the following offers: 1) provide a refund in the amount of $101.86 to pay off the balance on her ADT agreement leaving the monitoring service agreement with Vivint active, {or} 2) cancel with forgiveness the remainder of the monitoring service agreement, however, ****************** will remain responsible for the equipment line of credit with Citizens.
.
To resolve this matter, Vivint stands by the resolution as offered above. ****************** may contact Vivints 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: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/22/2024
Complaint: 21854094
I am rejecting this response because:I never had any service with them system did not work. Anytime alarm went off I was never called. ******** stop working shortly. Everytime I had any communication it was always started by me. They never did call me. System was took down without them even calling me then, so tell me how was the system working. I was scammed into a dummy system. The ****** they are offering should have already been returned..but since I wasn't protected.i should not be expected to pay.. no service no pay. IA am very upset over this and will tell everyone I can..not a good business. *******************************
Sincerely,
*******************************Business Response
Date: 07/26/2024
July 26, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21854094
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: September 8, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she never had service and that the system did not work. ****************** states that she is owed the $101 that was offered. ****************** desires the monitoring service to be cancelled and a refund of $101.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on September 8, 2022. Vivints records also show that ****************** participated in recorded a Pre-installation survey agreeing to the equipment line of credit with Citizens. On June 24, 2024, ****************** responded to the email sent, saying that she did not agree with what was being offered. Vivints representative responded informing ****************** that the equipment has been in her possession for almost two years and Vivint will not take the equipment back, however, Vivint was still willing to cancel with forgiveness the remainder of the agreement leaving her responsible for the equipment line of credit or to pay off the remainder of her contract agreement with ADT. No further correspondence was received from ****************** on how to proceed until her rebuttal complaint made to the BBB. On July 23, 2024, Vivint proceeded with cancellation with forgiveness the remainder of the monitoring service agreement, leaving ****************** responsible for the equipment line of credit.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** has cancelled the monitoring service agreement with forgiveness effective June 15, 2024,leaving ****************** responsible for the equipment line of credit with Citizens.Vivint agrees to refund the amount of $101.86 to ****************** to proceed with paying off her ADT contract. ****************** has no further obligation to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. ****************** may contact Vivints 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: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/14/2024
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.
Please call my number for detail information. Too much to textBusiness Response
Date: 06/20/2024
June 20, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21851424
Complainant: *********************************
Vivint Account #: ********
Date of Agreement: April 23, 2024
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************** and a resolution has been agreed upon. At this time, Vivints records show that a Smart Home Professional was scheduled for June 20, 2024, to complete a full system check to resolve all of Mr. ********** concerns. Vivint has agreed to extend the right of rescission period to 11:59 pm on June 28,2024. Should ********************** decide to proceed with cancellation, Vivint agrees to schedule a Smart Home Professional to remove the equipment. Once removed,Vivint will refund all payments made directly to Vivint by **********************. ********************* may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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