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.
- 2,970 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:06/06/2024
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.
I've been a customer of ********************** since around 2015, and pay for monitoring service, $69.64, by automatic withdrawal from my checking account. In October 2022, my security system stopped working. A Vivint technician came to my house to address the problem and said the main panel needs to be replaced and there would be no charge. After 2 phone calls to get the panel replaced, Vivint wanted to charge me for an upgraded panel, which I did not approve. Since October 2022, Vivint has continued withdrawing $69.64 from my checking account for ******************** service knowing my alarm system wasn't working. They are still collecting payment for service they did not provide. When I realized this was happening, I called twice to inform them but they did not cancel the payment but tried to sell a new panel to me. My bank is unable to stop the automatic payments and said Vivint has to cancel the payments. I requested a refund from Vivint and they said they can not provide a refund.
Business Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21815187
Complainant: ****** Sanks
Vivint Account #: *******
Date of Agreement: March 23, 2015
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************** explains that in October 2022, his security system stopped working and a technician came to his home to resolve it. The technician suggested a panel upgrade, but he did not approve it. He further explains that he continued to be charged a $69.64 monthly fee. ************** desires a refund.
At this time, Vivint agrees to cancel Mr. ****** Agreement without penalty.
Vivints records show that ************** 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 notice of cancellation was not received, however, Vivint will accept this complaint as Mr. ****** notice of cancellation.
Vivints record further shows that on October 22, 2022, a technician was sent to Mr. ****** home to address his equipment concerns at no cost. During the visit, the technician suggested a panel replacement, however, ************** declined. Vivint agrees to the above resolution, ************** has no further obligations to Vivint, and no refund is warranted at this time.
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:06/06/2024
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.
On May 26th ********************************************************************************************************************* I was told 0 dollars for the equipment due to being a demo house. All I had to pay for was the monthly service of $57.00. Which I asked what the catch was he said the only catch was are you able to be a available anytime for the installers to come. Which I said I could be here anytime. He said you qualify. Which I asked if I don't like the service can I cancel he stated I had 30 days to cancel. On June 3rd my door lock would not unlock said the batter was dead. So, I called Vivint to try to cancel. I am not going to want to change my battery every week. Other issues with the spotlight as well. I was told that There was only a 3 day cancellation which I was never informed about that and then I get an email through Fortiva for a $4000 credit card bill for Vivint equipment. That I was never informed about and did not authorize any credit card to be open or to have another payment that I cannot afford. I was lie to from the beginning. This company is trying to tell me I have a 60-mouth contract when I when I would of never agreed to a 60 month contract.Business Response
Date: 06/12/2024
6/12/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21815084
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 5/27/2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains she is dissatisfied with the equipment and service. ************** explains she was given a 30-day trial period. ************** requests cancellation of her account.
To assist **************, Vivint is willing to cancel and refund her account upon receipt of the equipment. A representative has contacted her 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/14/2024
Complaint: 21815084
I am rejecting this response because:I have responded to the email, and I have called to schedule the pickup of the equipment and so far, I have not received a call back or a reply back to my email. Also what about the credit card that was open that I did not ask for and was not informed to have opened? This is currently sitting on my credit report now. Are you refunding that money in order to close that account?
Sincerely,
*************************Business Response
Date: 06/26/2024
Tell us why here...6/26/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21815084
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 5/27/2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivint has scheduled a system removal appointment for June 28, 2024. Vivint has agreed to cancel the account and the equipment line of credit. ************** has no further obligation to Vivint or the creditor.
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:06/06/2024
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.
I have cancelled my account when I sold my house, and transferred the equipment to the buyer who has opened her account with **********************. They havent cancelled my account and continue trying to collect money from me despite me having submitted a written request and my verbal request to cancel.Business Response
Date: 06/12/2024
June 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21814729
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 28, 2020
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 refund of $69.64 and has confirmed the account has been cancelled. ****************** 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: 06/13/2024
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:06/06/2024
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.
on May 15th sales person came to my home to offer Vivint services his name ******************* employee # *******. My mom and I were present for the presentation. ***** had advised us we had 30 days to try out the system. No system or install fees. In the event we decided to cancel we just had to notify him within 30 days a tech would come out to uninstall the system. He would follow up with us in 2 weeks and to ensure we were happy with the service. May 17th the installer came and set up the system. On May 23rd I txt ***** because we were having problems with the system. He replied he would come out May 24 to troubleshoot, on this date I advised him we wanted the system uninstalled and cancel service. He never showed up. I reached out on the 24th and have not heard anymore from *****, nor did he show up. I reached out to Vivint customer service yesterday June 5th, 2024. I called to Cancel the service as I am not happy with the service The temperature still goes up and down as it pleases. Even after trying several methods on my own to trouble shoot. This is when I was advised that I am in a 5 year contract. I explained to the escalations representative. ***** never advised us of any contract let along a 5 year contract. The representative I spoke with told us there is a system fee of $2385 through a company called Citizens Pay. Now, we are here locked in a 5 year contract, with a system we are not happy with. The escalations rep I spoke with told me he understood our frustration and would do his due diligence to get in contact with ****** Supervisor. I explained to the representative, ***** is no longer answer my calls/ txt msgs. Here I am 24 hours after my call with a "supervisor" and no responses. Vivint will not make right what ***** has fraudulently started. This is not the information which their sales person promised. A higher power needs to help. This cannot be legal this is not honorable business.Business Response
Date: 06/12/2024
6/12/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21814426
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 5/17/2024
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that the sales representative gave her a 30-day cancellation period. She further explains the sales representative is no longer communicating with her.
To assist ******************, Vivint is willing to cancel and refund her account upon receipt of the equipment. A representative has contacted her 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: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/15/2024
Complaint: 21814426
I am rejecting this response because: Yes Please CANCEL both VIVINT home monitor and the Creditor for the Vivint system * CITIZENS PAY LINE OF CREDIT *Please confirm Vivint will cancel their services along with the Creditor attached to their monitoring system * Citizens Pay Line of Credit * 5 years totaling $ ******** OFF OF MY CREDIT REPORT WITH NO NEGATIVE IMPACT ON MY CREDIT REPORTS.
Someone is always available at home to come pick up your devices. My mother *************************, my brother *************************** and my sister ***********;******* are all over 18 years and are aware of what needs to be picked up. However, if you need me present for the pick up I am available Monday thru Friday after 530 PM and Saturdays and Sundays all day. Please call me or my mom to make an appointment.
ALSO, Please note. Another Vivint representative came to my home yesterday 06/14/24 around 230PM telling and selling the same fraudulent information. 30 days no contract and no system fees. Vivint sale persons are selling fraudulent information someone has to make VIVINT accountable.
Sincerely,
***************************Business Response
Date: 06/26/2024
Tell us why here...6/26/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21814426
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 5/17/2024
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
Vivint has cancelled Ms. ******** account and line of credit. Credit reports will not be negatively impacted.
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:06/06/2024
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.
So when I moved into the house, it already had an alarm system, but it was on in the last tenants name. I called the company asked him how to turn it off. They said I would have to put the alarm system in my name for a month. and it would be ***** a month When I called back to cancel it because they actually charged me $50 for that month, they told me that I was in a one year contract and it would cost me almost $1000 to get out of it. They basically said Im stuck paying 50 bucks a month, even though I didnt agree to this number at all.Business Response
Date: 06/12/2024
June 12, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21814075
Complainant: *****************
Vivint Account #: ********
Date of Agreement: March 5, 2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he moved into a home that already had a system in it. ************** states that when he called to have it turned off, he was told he would need to place the service in his name for a month and the cost would be $34.99 per month. ************** states that when he called to cancel, he was told there was a one-year contract. ************** desires to receive a billing adjustment.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on March 5, 2024. On March 15, 2024, ************** called to cancel the agreement as he no longer needed the service and wanted to cut down expenses. ************** was offered and accepted the offer of two free months of service to not cancel. On June 6, 2024, ************** called because he was charged more than what was quoted for the monthly service fee. Vivints representative explained the monthly service fee and why they were charged. ************* requested to have his monthly service fee lowered or cancel the agreement. ************** was informed that his trial period had ended, and if he wished to cancel the agreement, a buy-out payment would be needed, or a lower monthly service fee may be an option. Vivints representative lowered the monthly service fee $15 for six months.
A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, ********************** has provided the following offers: 1) lower the monthly monitoring service fee $15 for the remainder of the monitoring service agreement, {or} 2) cancel with forgiveness the remainder of the monitoring service agreement.
To resolve this matter, Vivint has provided the offers as stated above. ************** may contact Vivints 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: **************************************, or fax number: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/06/2024
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.
I lived in a rental property at *********************************************************. Security system was already there. I had it activated because when the electricity came was turned on it would not stop cherping. When I moved it asked for it to be turned off. I was told l could not cancel my contract. One of the employee's said the system is not allowed on rental property. Then no one was willing to talk with me. I recieved a email from a collection company for services not used by me. I am a young person trying to build my credit. Amount $253.30 from Asset Solutions LLC phone number ************. Please help me. They should not be able to do this to people.Business Response
Date: 06/13/2024
June 13, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21812518
Complainant: ******* *************
Vivint Account #: *******
Date of Agreement: May 20, 2020
To Whom It May ***************** have reviewed the information provided by Ms. ******* ************* and appreciate the opportunity to respond.
In her complaint, Ms. ************* explains that she lived in a rental property with a Vivint security system. She further explains that she moved and called to cancel but was told she could not cancel her contract. She further explains that she is now in collections for $253.30. Ms. ************* desires a correction to a credit report.
At this time, Vivint agrees to cancel Ms. *************s Agreement and remove her account from collections without penalty.
Vivint agrees to the above resolution. Ms. ************* has no further obligation to Vivint and will not be contacted further by collections. 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 LegalCustomer Answer
Date: 06/16/2024
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, Thank you!
Destiny PricemahsetkyInitial Complaint
Date:06/06/2024
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.
Service Contract S-******* Acct # ********* Service Location: *********************************************************************************** We moved. We no longer need monitoring services.Our Citizens equipment LOC was paid in full 4/11/2024 in the amount of $788.34 We contacted Vivint to cancel our monitoring. Was told we needed to speak to Customer Loyalty.After several calls, we finally was able to talk to someone who told us we needed to do a contract buyout. We agreed to do so. We then asked for an invoice stating it was a contract buyout. After 2 attempts, we finally received an invoice which clearly stated our BUYOUT amount was $1,028.52. We paid this through the VIVINT portal on 5/17. The payment cleared my bank on 5/18. We received an acknowledgement from VIVINT that payment was received.On 6/1, VIVINT charged our Cc $61.90 for the monitoring services we bought out.I contacted customer care. They responded It looks like the buyout amount is $1,028.52. That will need to be paid before we can process your cancellation.I sent a copy of VIVINTs buyout invoice and a copy of VIVINTs acknowledgement that payment was received.Customer Cares response was Thank you for confirming. We have sent this to the cancellation team so they can review. That was on Wednesday, 5/29 at 1:09 pm CDT. I sent another email asking for a status 6/4 at 5:55 am. Response: The account was submitted for cancellation as mentioned. The process does take 30 days. We agreed to your buyout terms, we paid the buyout in full. The equipment has been paid in full. AND YET YOU STILL DEBITED OUR CREDIT CARD IN JUNE FOR MONITORING.Now I get told it could take another 30 days? Will I be charged for another month of monitoring?I need our June payment refunded. I need confirmation in writing that the contract has been paid as agreed and is now cancelled. We have spent almost 2 months dealing with what should be a simple request and it still is not done.Business Response
Date: 06/12/2024
June 12, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21812465
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: June 17, 2014
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 confirmed that this matter has been resolved by cancellation and 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:06/06/2024
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.
On May 29, 2024, ******* from Vivint security system came to my home made all these promises about how he would help me get alarm system and cancel my old system same day he came out he had alarm installed in my home the next day he was supposed to come and assist me With my insurance company, my cable company and my old company instead of checking with my old company to see what the buyout was before installing their system he waited. The system was installed. Now he saying Vivint will not cover my buyout and that they have to come back and get the equipment , I am 77 years old. I am a recent victim of a stroke. I do not feel that I should be held accountable because the sales person did not do his job.Business Response
Date: 06/12/2024
June 12, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21811724
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: May 29, 2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that a sales representative made all of these promises about how he would get her an alarm system and cancel her old system the same day. ************** states that the Vivint system was installed the next day, and the sales representative was to come back to assist her with her insurance company, cable company, and her old company. ************** states that the sales representative did not check to see what her buyout was before installing the new system. ************** states that the sales representative is now telling her Vivint will not cover the buyout and they need to come uninstall the equipment. ************* desires the job to be finished.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on May 29, 2024. On June 3, 2024, ************** called regarding the buyout promise made by the sales representative. ************** stated that after the system was installed, she informed the sales representative of the amount to buy out her previous service. She stated that the sales representative informed her the amount was too high for Vivint to cover as the limit is $1000.On June 6, 2024, a Vivint representative called ************** to discuss the buyout.It was explained that the buyout amount was too high; Vivint would cover up to $1000. ************** informed the representative that she was not able to afford the difference.
A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, ********************** 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 a refund of all payments made directly 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:06/05/2024
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.
Over a year ago, I reached out to Vivint to cancel my account. I was told by the representative that I should send an email stating that I wanted to cancel to a specific email address. I sent the email and never received confirmation that my account was canceled. Fast-forward to now, and I am still being billed. Once again I reached out and the customer service representative said that he couldnt find any mention of my attempt to cancel. Supposedly not having any record of this is irresponsible to say the least. Id like my account cancelled immediately, and Id like someone to figure out how long your company has been harassing me to pay bills I shouldnt be paying, Id also like a refund of any monies that have been paid to this company between the time I reached out (late 2022, I believe). I do not want the runaround anymore and I do not want to speak with any more representatives who cannot respect the basic request I made months and months ago. I also do not want to be harassed anymore for any missed payments as the reason I was trying to cancel in the first place was because I was laid off from my job in late 2022 and took a sizable pay cut when I returned to work in May of 2023.Business Response
Date: 06/11/2024
June 11, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21809453
Complainant: ************************************
Vivint Account #: *******
Date of Agreement: January 6, 2018
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In her complaint, ************************* states that she requested cancellation over a year ago. ************************* states that she is still being charged for an account that should be cancelled. ************************* desires the account to be cancelled and a refund.
Vivints records indicate that ************************* signed a Purchase and Services Agreement (Agreement) on January 6, 2018. On January 7, 2023, ************************ contacted Vivint to cancel. ************************* was advised to call in to speak with Vivints internal department that oversees cancellations. July 28, 2023, ************************* contacted Vivint to cancel, however, she did not want to have to call in to make the request. Vivints representative provided ************************ with the information needed on a written notice of cancellation and advised her to call in. Vivints records do not show the written notice of cancellation being received. On June 5, 2024, ************************* contacted Vivint to cancel and to have the severe weather alerts suspended.
A Vivint representative has attempted to reach ************************* to assist with this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service effective immediately with no refund being warranted. If ************************* can provide proof that a written notice of cancellation was submitted, Vivint will look into a possible refund. ************************* 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:06/05/2024
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 April a representative came out to sell us a security system. He told us that he would buy out our ADT contract and we even sent him our ADT information as he requested. Months later they say my account doesn't exist and that the rep never turned in paperwork for the buyout. He gave me fake information and no customer service representative is able to get ahold of him. We are now paying for vivint and adt and they told us we would be charged 4000 if we cancel. We call twice a week and they say there is nothing they can do. We owe 1000 to adt but have to continue to pay them. I just want them to go forward with the adt buyout as promised.Business Response
Date: 06/11/2024
6/11/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21809239
Complainant: *********************************
Vivint Account #: ********
Date of Agreement: 4/22/2024
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** explains that the sales representative indicated that her contract with her previous company would be paid off. ********************** further explains that the contract has not been paid off.
A representative has contacted ********************* via email to request a copy of the final bill from her previous company. When this is received, Vivint will issue the payment.
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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