Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,353 total complaints in the last 3 years.
- 2,971 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:05/31/2024
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 Memorial Day (May 27, 2024), I received a salesman from Vivint and signed up for home security services. Almost immediately after signing forms, technicians arrived and began installing the new security features. Whereas the salesman was affable and professional, only one of the two technicians was. One was polite and mindful of how and where he installed components and cleaned up after himself. The other was irritable, short-tempered, and sloppy. I went out of my way to help them, offering drinks and even allowing them to borrow my ladder because their equipment was insufficient. They made a mess of my home, patched things in a sloppy way, and most importantly, never finished the installation. Some what they did install was done improperly. They promised to return the next day to: 1) Finish installing my doorbell 2) Install a second smoke detector 3) Fix the improper wiring of one of the camera/light systems 4) Install the 4th door sensor that they forgot about. When the technician arrived the next day on May 28, he said there was too much work to do before his next appointment. So instead, he promised to call me on May 29th to arrange a time to finish the installation. He failed to honor his word and his professional commitment once again. I called to complain to Vivint on May 30. They took notes and apologized, promising the technician would call me back and return to finish the work on May 31. Once again he did not call. So I called Vivint again on 31 May, they offered excuses, but made an appointment on June 7th.
Business Response
Date: 06/06/2024
6/6/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21784423
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 his complaint, **************** explained he is dissatisfied with the incomplete installation of his system. **************** requests that Vivint finish the job, apologize and offer compensation.
Vivints records show an appointment has been scheduled for June 7, 2024. To further assist ****************, Vivint has added a three-month credit to his account. A representative has contacted **************** via email to further assist him if needed.
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: 06/12/2024
Complaint: 21784423
I am rejecting this response because the business, Vivint failed to honor promises to me and they failed to honor what they wrote in their response to the BBB:In the response provided by the business on 27 May:
1) Vivint noted that an appointment was scheduled for June 7, 2024 to complete the initial system installation and to correct grievous errors made by installers.
The technician arrived for that appointment to assess the work and scheduled a follow-up appointment to complete the work. Like previous installers, he failed to show up for work, leaving me confined to my home. No call, no show. The installation was left unfinished.On June 7, a technician showed up as scheduled but used the appointment to assess the damage and to identify what was necessary to complete the initial installation. In addition, he recommended the addition of several other system peripherals that would also require installation. The technician asked me to schedule a follow-up appointment to complete the entire installation. HE chose June 9, 2024 at 10am.He not only failed to appear at the appointment on the date and time of HIS choosing, but he did not communicate at all with me. Vivint customer service told me that even THEY had no idea where he was. They told me he was due to arrive between 10am and 12pm. At 1:30pm, they told me he had checked in and was still on his way. When I contacted them again at nearly 5pm, they apologized because they had no idea where he was and conceded that he was probably not coming. So now I have lost 3 days of my time in service to Vivint, whose employees cant even show up.
2) Vivint noted that a representative has contacted **************** via email to further assist him if needed.
*****************, the representative contacted me via email but has been minimally communicative, offering no solutions and not even engaging enough to simply answer questions. After what transpired on June 7 and June 9, I wrote to Ms. ****** on the morning of June 10 in the hopes of reaching an amicable resolution directly with Vivint. I wanted to be able to write here to the Better Business Bureau that everything was resolved, the system is installed and working, and Im satisfied. Rather than further assisting me, Ms. ****** has chosen to not reply. I had to write to her on June 10, June 11, and again on June 12 just to confirm the next appointment set for June 14. But she has not answered any of my other questions or made attempts to provide resolution assistance.
I addressed her candidly: "I think that if you are ******* in endeavoring to achieve an amicable resolution then it would behoove you to cooperate with me in doing so and that begins with prompt communication. I understand that you are not the technician and that you can't resolve this matter yourself but a resolution can't be achieved in absentia. You guys came to my door. You sold me your goods and services. I didn't bother you. But evidence would demonstrate that I'm putting more effort into making this right than you are. I'm taking time off of work.I'm communicating. I'm showing up. The same is not true about people on your side. Come on, Ms. ******, put yourself in my shoes. Is this how you would like to be treated? Why are you okay with this?
So I would appreciate some better level of engagement or we can terminate this matter but only after you take back all of the equipment you installed and either repair the damage you caused to my home or compensate me when I hire someone else to. That would be a fine solution. Then you can resume ignoring me and I will never have to waste my time trying to communicate with you or wait for your employees. I would delightfully accept this as an alternative to continuing fruitless attempts to resolve this."
To the Better Business Bureau, I am now writing that I have no choice but to reject the response of the business. They have given me no viable alternative. Now I have offered them an alternative avenue of resolution and one that I would now prefer: Remove all of your equipment, cancel my service, and restore my home. Please leave me in peace.
Sincerely,
*********************Business Response
Date: 06/18/2024
6/18/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21784423
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.
A representative is in process of scheduling an appointment to fix the spotlights and install the sensors.
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:05/31/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been out from under contract with Vivint for well over a year, probably two years. About a year ago one of their sales reps stopped by and talked me into upgrading some equipment. He scheduled the service and left. When my husband came home, he said No he didnt want to do that. So I called Vivint back and after an argument with the customer service representative, I told them to cancel all services including the monitoring. I was told that we had paid for the equipment so it was ours to keep but there was no monitoring. Today I received an email from a ***************** saying we owe them $300. I called Vivint and th ** states that I needed to provide them a signed piece of paper that I cancelled monitoring. I tried to tell them that they never sent anything like that, and she stated that I owed the $300 then. I have pause several thousand dollars to this company as I have had them for several years, and between two states. I had heard horror stories, but always been treated well until now. The equipment we paid for, we can no longer access either because they disabled the ability for us to sign into the cameras.Business Response
Date: 06/06/2024
June 6, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21784110
Complainant: ****** Masters
Vivint Account #: *******
Date of Agreement: August 28, 2018
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. ******** Agreement and remove her account from collections.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of her Vivint system with an initial term of sixty (60) months. This shows a monthly services fee of $54.99, and total equipment fee of $1,950.34, plus applicable taxes.
Vivints records further show that ****************** stopped making her monthly payments after October 30, 2023. As such, the account was cancelled for non-payment on April 26, 2024, and was transferred to an outside collection agency.
Despite the validity of this debt, Vivint agrees to the above resolution. ****************** 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:05/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had Vivint security equipment installed in my home a couple of years ago. After 2 doorbell cameras and two indoor motion sensors were replaced I finally had a system that worked fine. I have never been pleased with their customer service. It is awful.I sold my house in February and cancelled my security system monitoring scheduled to end March 23. After putting me on the phone with ************* to verify the equipment was paid for, I was told the monitoring would be cancelled. I did understand it could take time for that to process. However, here it is the end of May and Im STILL being charged for monitoring for a house in which I no longer reside. I have tried calling and live chatting but keep getting the runaround saying that rep has no ability to handle my issue. I was told the account didnt get cancelled. Clearly, something wasnt entered correctly on their end.Business Response
Date: 06/04/2024
June 4, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21782654
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: April 28, 2022
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 account of ********************** effective March 25, 2024, and to provide a refund of any payments made directly to Vivint from that date forward. ********************** 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 LegalCustomer Answer
Date: 06/05/2024
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:05/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We've been with Vivint going on 6 years now and today when I went to pay our bill, it showed a monthly increase of $5. I connected with someone via the Vivint website chat and was told that after 5 years of service, Vivint automatically raises their prices. This makes absolutely zero sense. I'm requesting our bill be brought back down to the price we've been paying monthly for over 5 years which is $37/mo. I also ask that I be contacted by e-mail only, not by phone.Business Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** **********
Vivint Account #: *******
Date of Agreement: March 11, 2019
To Whom It May Concern:
I have reviewed the information provided
by Mr. ********** and
appreciate the opportunity to respond.
A Vivint representative has reached out to
Mr. ********** and a resolution has been agreed upon. At this time, Vivint has
agreed to lower the monthly service fee by $5; back to $37.14 per month. Vivint
also agrees to provide a credit on the account in the amount of $42.14
providing a fresh start. Mr. ********** may contact Vivint’s representative
directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/05/2024
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:05/30/2024
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 been trying to cancel my service with Vivint, but every time I get someone on the line I get hung up on half way through. The last rep told me I want unable to cancel because we had equipment updated because the equipment we have before was outdated and was not working properly. The rep at the time told us only upgrading would resolve the problem. The rep at the time never said anything about being in contract with Vivint. Any paperwork I received from vivint was the contract with the bank for the equipment, which has been paid in full since we have had vivint. I did not agree to extend our contract due to the software and panel upgrade. I want to simply end the service with no additional cost which I was told is 50% of the time left on the contract. We have paid thousands of dollars to vinint for equipment and services, though it appears their customer service is garbage. My family is relocating to a VERY SMALL town at which the service there will be non existent. When I signed the agreement for the equipment only, which was through citizens one bank. I had no idea that I would have to keep paying the subscription even if I will no longer be using vivint service. This is a very sleazy business practice at best and I question whether it is even lawful. No companies do contracts anymore, unless you are paying on a cell phone. I thought it was the same with the equipment which has paid off since the beginning. Please just cancel my service without price gauging or taking advantage of people.Business Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21782004
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: august 24, 2021
To Whom It May ***************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ****************** via phone to address and resolve the current issue. For any additional questions or concerns regarding this matter, ****************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: **********************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/30/2024
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 bought a house that came with the Vivint System. They came in to transfer service and sold us on upgrading some cameras. That weren't working. We agreed to pay for the camaras and the monthly service. But at no time anyone made us aware we were signing a 5-year contract. This is ridicules and unfair. I've been without any service for over 5 months, and they still have the courage to charge me knowing there is no active service. What are they charging for, I've been on phone call more than 5 time sometimes over 45 minutes wait and no resolution. I've tried to get them to get a technician out to solve the issue and they want to charge me for it. What service do they offer? Now wanting to cancel and have to pay close to $4,000 just to cancel an installation that came with the house and a service a didn't receive and got tricked into signing a contract for 5 years. This is definitely a form of theft.Business Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #:21781708
Complainant: *******************
Vivint Account #: *******
Date of Agreement: July 16, 2022
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
At this time, Vivint agrees to dispatch a technician to Mr. ****** home at no cost to resolve his equipment concerns. In addition, Vivint has waived his past due balance of $145.59.
Vivints records show that ************** signed a **************** Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $64.99, and total equipment fee of $2,110.85 that was financed through Citizens, plus any applicable taxes, during that term. Vivint relied on Mr. ****** representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Cancellation of Mr. ****** Agreement without penalty is not warranted at this time. However, Vivint agrees to the above resolution and approves a free in-home technician visit for **************. Should he wish to cancel the Agreement prematurely, he may contact Vivints *************************** at **************.
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:05/30/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been with Vivint since 2010 and wasn't aware that I have outdated equipment until I noticed that my system is not monitoring anything and not sure for how long because it arms and unarms but I didn't know that there was no supervision. Vivint sent me a device not compatible with my system and lied to me and told me that it would work with my panel and after 3 phone calls I was told that it would not work with my panel. Vivint promised me some new equipment and ensured that my old devices would work with their new panel and set me up for installation and it never happened. When I called back I was given a different story and was asked to finance their equipment which I declined. I called back again today due Vivint calling me and thought that they were calling to set up my appointment but they were calling to ask for past payment of services I never received due to loss of supervision and I was on the phone with them for an hour while they were trying to get me to finance their equipment. I told them that I wasn't financing any of their equipment and what happened to what I was promised and that didn't go anywhere. I asked to speak to the monitoring department to see how long my home hasn't been monitored and was never transferred to that department only to be asked to finance their equipment. I want my money back for all the months that my home wasn't monitored.Business Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21781678
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 17, 2010
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was unaware that her account was not being monitored. She states she was sent a device and was told it would work with her panel, only to later find that it would not work. ****************** states Vivint promised her new equipment due to the system not working. She states when she called back Vivint told her she would need to finance the equipment. ****************** desires a refund.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on September 17, 2010. Vivints records show the most recent alert Vivint received from the panel of ****************** was on April 30, 2024. This signal shows that the security system of ****************** has been being monitored. On April 27, 2024, ****************** worked with Vivint to install a new glass break sensor and program it to her system. On April 29, 2024, ****************** reported issues with the glad break sensor. The device was reprogrammed and successfully added to the system. On May 8, 2024, ****************** requested the cancellation of her account and requested a refund. Vivints records show ****************** accepted a credit of $25.00. On May 21, 2024, ****************** expressed that she felt her system was not being monitored and requested a technician. Vivints records show on May 30, 2024, ****************** was offered financing options for a panel and sensors to upgrade her system.
A Vivint representative has attempted to resolve this matter with ******************. Vivint has provided snips showing that the system has been monitored to ****************** as well as the Agreement. Vivint has offered the cancellation of the Agreement without further penalty 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 LegalCustomer Answer
Date: 06/13/2024
Hello, I left a message for the BBB representative this morning for her to call me back and havent heard back. I am disputing the responder from Boost Infinites representative that called me to rectify my issues. First of all I never asked to cancel my account. I never received a refund of $25 on May 21, 2024 or any day. I was never given the opportunity to talk to the monitoring team about my equipment and what she sent me doesnt show or prove anything about my system being monitored by them. Also I asked for a copy of my contract to be mailed to me and she hasnt responded to my email about that. I believe that Vivint is responsible for making sure my equipment is working being that I renewed my contract with them and again I never asked to be let out of my contract, so what is my next step in this matter.
*****************************
Email: ************************************************
Phone: ************
Initial Complaint
Date:05/30/2024
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.
To whom it may concern I am tired of your salespeople coming to my residence to sell me an alarm system for your company. I do have a no solicitation sign on my door and your people still knock on the door. So, I will make a big sign that says no solicitation and put a sign up saying no trespassing. The people who come lie they say that there's no contract but when I check there is a contract. I have been advised not to use your company by people who have your service because there are a lot of misleading services that your company provides that people get overcharged, or they don't understand what's going on. I've had one tell me that you have brought my alarm company out and I need to switch to Vivint, and I told him no. I've also had one tell me that I'm interfering with bonuses, profits, and commission a salespeople and a CEO of your company. I really don't care when I ask you to get off my property you get off my property OK. I've had one tell me that he is not going to leave until he sells me an alarm system and I told him no. I was fixing to call 911 to have him arrested for criminal trespass on my property after I asked him to leave, and he refused when I told him I was calling 911 he left the property.Business Response
Date: 06/06/2024
June 6, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21780964
Complainant: *******************
Vivint Case #: CA-159197482
Date of Agreement: NA
To Whom It May *********** style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks; background-color: rgb(243, 243, 243);">
I 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 place all of Mr. ****** contact information on their Do not knock/contact/call/solicit list. ************** 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: 06/07/2024
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:05/30/2024
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 5/30/2024 I contacted VIVINT to cancel my month-to-month subscription since my contract ended and we weren't satisfied with the service. I was told they would charge me a 1000$ cancellation fee because they resigned me for an additional 36 months without any written or verbal agreement. I told the agent I was speaking to that I didn't give authorization to this, and he stated they said I did and the best they can do is call back if they find a resolution. I then requested a corporate contact and email address, which is being refused. ********* account number.Business Response
Date: 06/08/2024
June 8, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21780652
Complainant: *************************
Vivint Account #: *******
Date of Agreement: September 3, 2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that on May 30, 2024, he contacted Vivint to cancel his month-to-month subscription as he is not satisfied with the service. ************** states that he was told he would have to buy out the remainder of her contract. ************** desires to have the monitoring service cancelled and a refund.
Vivints records indicate that *********************** signed a Purchase and Services Agreement (Agreement) on September 3, 2018. On April 2, 2024, *********** called Vivint to cancel due to equipment issues. On May 30,2024, ************ called Vivint about cancellation saying she did not agree to extending her agreement term. On May 31, 2024, Vivint received a written notice of cancellation from ************. On June 3, 2024, Vivint completed cancellation of the agreement.
A Vivint representative has attempted to reach ************** to assist with this matter via email. After reviewing the account, ********************** has processed the cancellation of Ms. ***** Cruzs agreement. ************ 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 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:05/30/2024
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 signed up for Vivint for my family and we had them for about two months before we moved into a in a rural area. I reached out to Vivint because I was still under a trial period and could walk away if needed and advised them that I moved and no longer needed services. As of today 5.30.24 I was advised that they stopped my contract in 12/23 and told me that I never put in a notice to cancel and that I have to pay them almost $2k since I didn’t cancel on time and or before I’m able to return my equipment. Because their CSR Agents didn’t input my request and are almost never helpful now I’m stuck with dealing with their mess they won’t own up tooBusiness Response
Date: 06/05/2024
June 5, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: February 15, 2023
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account from collections, leaving the account closed. Mr. ****** has no further obligation to Vivint. Mr. ****** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 06/05/2024
Better Business Bureau:
Thank you for your swift action in this matter. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ******
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