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
- 4,017 total complaints in the last 3 years.
- 426 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:11/13/2022
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 7/5, I contacted vivint to cancel services; I had previously moved and after attempting to transfer services and running into a bunch of issues decided to cancel the service. The rep that assisted never explained to cancel I would need to write a handwritten note (which is honestly ridiculous but ok) and for several months I assumed services were cancelled. On 11/10, after realizing I've been paying for services the entire time, I called and was told I needed to do the hand written letter to cancel. My frustration is that I was told they couldn't do anything about the fact that I was never sent a cancellation letter prior and that even though I did not have services or even an account all charges were "valid"and therefore weren't getting refunded. This is robbery... Charging someone for services they don't have access to is crazy.
Business Response
Date: 11/18/2022
November 18, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18396756
Complainant: ************************
Vivint Account #:*******
Date of Agreement: 7/2/2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he requested cancelation in July 2022.He further explains that the account has not been cancelled because a written notice of cancellation is required. **************** is requesting cancellation and a refund of all monies paid since July 2022.
Mr.******* account has been cancelled. Additionally, Vivint has issued a refund of $370.90 which **************** will receive within **** business days.
However,it should be noted that Vivints records show that **************** signed a System Purchase and Services Agreement (Agreement) on July 2, 2019 which states that service will continue month to month after the initial term, unless cancelled in writing no less than 30 days before the next renewal term.
Despite the information mentioned, Vivint agrees to the resolution above.
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:11/12/2022
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 closed my account over the summer, paid it off and made sure they knew I moved.Now they are stating that I owe money. This is fraudulent and I want this amount removed and an apology for the harassing calls.Business Response
Date: 11/18/2022
November 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18396357
Complainant: ***************************************
Vivint Account #: *******
Date of Agreement: July 14, 2017
To Whom It May ***************** have reviewed the information provided by ******************************************* and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ************************ via email and phone to resolve her concerns. Vivints record indicates that Ms. *********** account was cancelled on November 11, 2022. ************************ may contact ********************************** / ************) directly if she has any further 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:11/12/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 2, 2022, a sales representative from Vivint knocked at my door. He began his sales speech as to the benefits of having a Vivint home security system. During this presentation, he said multiple times that if I would agree to the installation, I would have 30 days to reconsider. During the 30 days, if I decided not to go with Vivint, their installation person would come back, remove the equipment, and there would be no charge. On November 9, I called the company, requesting that the system be removed from my home. I was told that I only had three days to change my mind and that what the sales representative told me about the 30 days was incorrect. I was also told that they would have to check with *****, the sales representative, in order to confirm the 30 day agreement, So far, Rayce, has not responded to either my texts, or the company's.Business Response
Date: 11/16/2022
November 16, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18395593
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: November 2, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was provided with a thirty (30) day right of rescission period and was not able to cancel. ************** states she was told she had a three (3) day right of rescission period. ************** desires cancellation of her account and retrieval of the equipment.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is willing to work with ************** on this matter. ************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ************** signed a Purchase and Services Agreement on November 2, 2022 with a right of rescission period of three (3) days. Vivints records indicate that ************** was sent two (2) copies of the notice of cancellation form with the right of rescission period listed as well. Vivints records indicate that ************** contacted Vivint on November 10 and 11, 2022 about cancellation of her account.
Vivints representative is willing to assist ************** 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: 11/18/2022
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:11/11/2022
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 entered a contract with Vivint security systems worth over 3K with monthly service fees around 50 dollars. After a couple of months, the cameras began issuing false alerts every minute. The cameras failed to record criminal trespass and activity even though the activity appeared to have occurred within the detection zone of the cameras. I was contacted by the representative who installed the system and when I complained he scheduled a service tech to come investigate but tried upselling me an additional 400 camera for an alleged blind spot they couldn't determine was even needed over the phone. The service tech never showed, and no calls were made to me. By this time, the cameras had caused an electrical short and blown fuses. I had to cut power entirely on that breaker leaving me with no garage door opener and no bathroom power. I called again requesting service and was told to provide three dates & times that would work for ********* would call me back to confirm but ***** called after 6 days, I ended up hiring an electrician to fix the electrical issue caused by their install which appeared when there was an increase in electrical demand due to colder weather. In the meantime, the cameras are still falsely alerting every minute and I have to leave the deter tone off. When I tried calling AGAIN to see if I could schedule a tech, I was passed around to multiple departments & spent over 2 hours on the phone until they finally offered to yet again, have me provide three dates that would work for me and someone would call me back. I refused and asked why they just couldn't tell me the next time they truly have av and we could book it that way. They finally gave me what they claim is their soonest appointment, 6 weeks out for a system I can't fully use and already had to invest additional money to pay an electrician to repair the outlet and install a new fuse on my power box and he stated they should have never installed their cameras on that shared outlet.Business Response
Date: 11/17/2022
November 17, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18393496
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 24, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she is experiencing unresolved camera issues and an electrical issue with the area the cameras are connected. **************** states that the electrical issue arose when her home began using more power in the winter. **************** states that she requested a technician and was told she would be contacted with availability. **************** states that the soonest appointment is for six (6) weeks out. **************** desires a refund for the months of service, the system operational, and a refund for electrician costs.
A Vivint representative has reached out to **************** in order to assist. Vivints representative has applied four (4) months of credit to ****************** account. Vivints records show that a claim has been opened with Vivints **************************** and a technician is scheduled, with a priority if there are any sooner opening. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that **************** signed a Purchase and Services Agreement on June 24, 2022. Vivints records indicate that **************** contacted Vivint on October 26, 2022 about her cameras and opened a work order for a technician to come to her home. Vivints records indicate that there were not available appointments nearby and escalated it to the scheduling team to find the soonest available appointment to try and work with ****************** provided dates and times. Vivints records indicate that **************** contacted Vivint on November 11 and 16, 2022 and a claim was opened and the work order is escalated.
Vivints representative is willing to assist. **************** 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:11/11/2022
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 attempting to cancel my Vivint account since August 2022. I have paid off my equipment and my original contract was in January of 2017 which has ended and vivint will not cancel my account. Two people over the phone told me my account was cancelled (*****, ?) then one gentleman by the name of "***" stated that I had to pay them $1,500 to end my account. I told them I was going to contact BBB by the name of ******* called me back and stated that they would work with me to continue my service. I don't know what kind of company this is but I am absolutley disgusted I have paid for this service this long.Business Response
Date: 11/18/2022
November 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18392889
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: January 12, 2017
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 has waived her past due balance of $160.84.
Vivints records show that ******************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $46.85, and total equipment fee of $428.99, plus applicable taxes, during that term.
Vivint agrees to the above resolution and ******************** has no further obligation to Vivint.
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:11/11/2022
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.
This is beyond ridiculous. Ive call VIVINT several times and my account still is not correct. The same day I started service, I called back two days later wanting to cancel because of how unprofessional the customer service specialist were. I initially started out with more equipment and when the tech came out they did not have the indoor camera to install so I informed him to not worry about the indoor camera at all I do not want it anymore. I also had a indoor sensor so whenever someone walked by it would be extremely loud and make noise so I had the tech come back out to uninstall and returned the equipment. So I Never received an indoor camera and I do not have glass breaks or the sensor and I only received a credit for $216 dollars. This is fraud, VIVINT customer service experience for me has been beyond horrible. By far the worst for me, my first time ever using a camera system and I totally regret this through VIVINT. Today is 11/11/2022 Im still fighting to get my account corrected. VIVINT is reporting incorrect charges to Fortiva and using additional lines of credit for equipment I DO NOT HAVE AND NO ONE SEEMS TO KNOW HOW TO FIX IT AT ALL. This is so frustrating. I should only have around $1,150 or so maybe less in charged with VIVINT that needs to reflect with FORTIVA, but instead its showing $1,799. Huge difference and months later of course Im extremely upset & exhausted because this shouldnt be happening. My account needs to get corrected with FORTIVA immediately. Its that simple, its not like anyone is doing me a favor, this is their job.Business Response
Date: 11/16/2022
November 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18392010
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: August 11, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she called within 2 days of the installation requesting cancellation due to the unprofessional experience she experience. She states that upon installation the technician did not have the indoor camera, so she informed him that she did not want it any longer. **************** states that the technician came back to uninstall a sensor and that too was returned. She states she does not have the indoor camera, no glass breaks or a sensor that they were returned and she only received a credit for $216. **************** desires a billing adjustment.
A Vivint representative has spoken with **************** in efforts to resolve this matter. Vivint offers to reinstate that account and to waive the reinstatement fees. If **************** desires cancellation of the account Vivint offers to waive the remaining monitoring contract and its associated fees. This will leave **************** responsible for the remaining fees of the equipment line of credit. **************** declined Vivints offers.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on August 11, 2021. Records indicate that August 11, 2021 a charge of $324.86 was reversed on the Vivint billing account removing the equipment charges remaining on the Vivint billing account for three(3) glass break sensors. October 11, 2021 $216.49 was refunded to the Fortiva line of credit for the indoor camera that was returned. October 11, 2021 $232.72 was reversed on the Vivint billing account to cover the charges for the returned indoor camera. Records also indicate that October 10, 2022 a $100 was applied to the Vivint billing account for the returned motion detector. October 6, 2022 a $100 was applied in additional compensation. Vivint records indicate that **************** has been compensated for the returned equipment. Compensation going to the Fortiva line of credit as well as the Vivint billing account.
With the information provided, Vivint offers the above listed resolutions. **************** 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:11/11/2022
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 as my alarm company for five years. After a lot of money spent, and the first three years being very unsatifactory, I completed my contract and paid everything I owed in early September. Since then, they have been calling me incessantly. I have spoken to two people, the first saying he does not see where I paid off the contract and wanted to transfer me to their loyalty department. When they called today, I called them back. The rep said she saw where I paid them off. I asked her why are they still calling me. She again wanted to transfer me to their loyalty department. I just want them to stop calling me.Business Response
Date: 11/16/2022
November 16, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: July 24, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***** in order to assist. Vivint’s representative is processing the cancellation of Ms. *****’s account. Ms. ***** has no further obligation to Vivint. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/21/2022
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:11/10/2022
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.
Yesterday, November 9, I received a bill for monthly monitoring services. The bill is for the period from 10/24/22 through 11/23/22. It shows a previous balance I called and spoke ***************** woman who stated that he balance is from August, 2022. I have statements from August, September and October showing payment was made on time in each of those months. I was first told they were late because they were paid AFTER the due date which came BEFORE I received the bill. I was told that they aren't responsible for when I receive the bill. The billing period covers 10/24/ 2022 til 11/23/ 2022, but the due date is 11/08/22. Anything after that incurs late fees; thus, the bill is past due when I receive it. This is not the first time this has happened. There is something unethical about this billing practice. I would appreciate your assistance. If this is not something you handle, please refer me to someone who does.I have bank statements that support my statements. I am unwilling to send them as they contain sensitive financial information unrelated to this issue.I spent more than an hour trying to resolve this matter only to be told that this issue would be referred to another department and someone would contact.me.I would like to be contacted by the company AND have all credit inaccuracies corrected AND billing adjustments.Business Response
Date: 11/15/2022
November 15, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18389981
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: April 24, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that her billing period for October is from October 24, 2022 to November 23, 2022. ****************** states that her due date was November 8, 2022. ****************** states she did not receive the bill in the mail until November 9, 2022. ****************** states that she has received late fees. ****************** desires contact by the business, a billing adjustment, and a correction to a credit report.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative has applied a credit to waive the due balance on the account and cover two (2) months of monitoring as a courtesy. Ms. ********************* contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on April 24, 2021. Vivints records show that ******************** billing invoice cycle date is the 24th of each month when the invoice is generated and mailed. Vivints records indicate that ******************** monthly bill is due 15 days after the invoice is generated and sent out. Vivints records indicate that ****************** contacted Vivint in October and November 2022 about her billing.
Vivints representative is willing to assist. Ms. ********************* 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:11/10/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I called to move my equipment from my old home to my new home. I was mislead and I feel scammed into a new system as I was given misleading and incomplete information and now I am paying for 2 security systems but only have 1 system, where I could have just had my old equipment pulled like I asked when I called but ******* said no to leave it and they would give me all new equipment and give me discounts. I asked was that price my new total bill as in my loan and she and the second rep I spoke with both said yes. That was not true as it was added onto my loan.Business Response
Date: 11/17/2022
November 17, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18389816
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: November 10, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ****************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve her concerns. *********** may contact ********************************** / ************) directly if she has any further 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: 11/17/2022
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,
******************Customer Answer
Date: 12/06/2022
I had previously filed a BBB Complaint and a rep from Vivint reached out. Although she was professional, and understood that no one would agree to sign up for two loans after hearing the recordings, when the manager had went into my account for the new loan and discounted it they are not honoring the discounts and adding hundreds of dollars to my equipment bill. I am just seeking resolution to have the discounted monies honored I was told would be taken off on 11/10/22 by the manager I spoke with. As Vivint is aware all calls are recorded so they can be pulled up and it heard where he indicated the discounts.
Desired Outcome: Discount applied to bill as stated by managerBusiness Response
Date: 12/09/2022
December 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18389816
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: November 10, 2022
To Whom It May ***************** have reviewed the additional information provided by Ms. ****************** and appreciate the opportunity to respond.
At this time, no further discount is warranted.
Vivints record indicates that ****************** was given one free month of service by the said manager who then promised further equipment discount as she had two active loans. However, a legal representative contacted ****************** and offered a cancellation on her second loan instead, which she accepted.
****************** further received discounted prices on her doorbell camera, smart door lock, thermostat, and free additional equipment after her initial installation.
Vivint stands by its previous resolution and no further discount 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 LegalCustomer Answer
Date: 12/09/2022
Complaint: 18389816
I am rejecting this response because:When I originally called Vivint to move my equipment and was told to leave it there was not supposed to be two loans. On 11/10 the manager stated he would discount the equipment due to the issues I was experiencing bringing my total down to $1539.60. The further discounts that are indicated for the said equipment were the original discounts when I called on 10/10 to have the equipment moved but they (Vivint rep) stated they would have new equipment installed instead. There was no offer for one or the other as far as removal of the old loan, which was not supposed to have been there, or the equipment discount the manager added on 11/10. And the free month service is less than the equipment discount the manager added, over hundreds of dollars. I am just asking what discounts I was told would be applied.
Sincerely,
******************Initial Complaint
Date:11/10/2022
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 used Vivint Alarm company for my business located at ************* for around 10 years. Once I sold the building I moved my business & closed my account with vivint around or near June 2020. After not receiving a email they said they required I called back to let them know the email was never recieved they assured me it handled it over the ********** account would be closed. 6 months later I recieve a low battery alert I called to ask why I was recieveing text alerts still they said someone didn't do thier job & the account would be closed. Close to a year later I recieved another low battery alert so I called back. Again I was assured the account would be closed. Only to learn that they still continued to charge my business account card monthly for around 18 months. I've talked to several supervisors who assured me that I would refunded within 5 business *********** would send a escalation to get me my refund. No refund called back. So again I was assured I would be refunded. Still no refund. So I call again today & was told I will not be refunded because the account wasn't completely canceled until 9/22 which was not my fault thier employees didn't do thier jobs back in 2020 & on the other over 50 times I've called *********** had to call over 50 times since that date. Notes are on my account to prove the 18 months of calls to resolve this ***************** my refund. Why did they comfirm my card number & tell me a refund amount of over $790 they confirmed the refund amount twice. So why have they been telling me I would get my refund if they wernt going to refund my money? I have been with this company over 10 years. With my home & 2 business accounts. So for them to keep withdrawing money from my account & not refunding me whay they took is illegal..Business Response
Date: 11/16/2022
November 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18389089
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: April 24, 2012
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that that she closed her account with Vivint around June of 2020. She states that she was assured her account would be closed. She states about 6 months later she received a low battery alert and called Vivint to ask why. ******************** states that she was told the account was still open and that it would be closed. She states about a year later this happened again and was again told the account would be closed. She states she has been told she would be refunded within 5 business days. ******************** states that she was told and it was confirmed that she would receive a refund of $790. ******************** desires a refund.
A Vivint representative has contacted ********************. Vivint has cancelled the account and has issues a refund of $34.47. Vivint has offered an additional refund of $250. ******************** decided to decline Vivints offer.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on April 24, 2012. Records indicate that the first recorded cancellation request for the Agreement was made on March 14, 2022. Records show an additional cancellation request on June 6, 2022. It was requested that ******************** send in a Notice of Cancellation. Records show Vivint did not receive that document until September 7, 2022. Vivint records indicate that the account was officially cancelled on September 7, 2022 and a refund of $34.47 was sent. Vivint requires the Notice of Cancellation to be on file before the account can be processed for cancellation.
With the information above. Vivint offers to provide an additional refund of $250 to backdate the cancellation to March of 2022 in a show of good faith. ******************** has no further obligation to Vivint and 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: 11/16/2022
Complaint: 18389089
I am rejecting this response because:
Sincerely,
*********************************Customer Answer
Date: 11/17/2022
Because they owe me almost $800 there is no way i am willing to accept only 1/3 of what they took from my account. They continued to take money from my account after someone who works for them didnt do thier job & didnt cancel my account like i was assured it was canceled back in 2020 & again in 2021. On 2 seperate occasions they admitted on the call it was thier mistake, they see all of the notes & the money should be refunded to me because they see on the notes from ALL of my calls where my account should have been canceled back in 2020. They even gave me a refund amount total TWICE & A DEPOSIT DATE TWICE.. Thats how i knew the refund amount total because they told me the total! Now all of the sudden according to thier legal team, those notes that were on my account that was read to me were on my account mysteriously are not there anymore. How convient. I'm a single mother I DO NOT have $800 to just be thrown away! I have been with vivient for close to 15 years. I have 3 accounts with them. & this is what they do to loyal customers? Rip them off? They can look to see that alarm had NO ACTIVITY since on or around June 2020. They admitted notes confirmed it should have been deactivated in 2020 thats why they gave me a refund total & a deposit date TWICE! Now legal can't find those notes? How convient! They stole it & i am emtitled to it back! They admitted they were wrong when they gave me a total refund amount & a refund deposit date.Business Response
Date: 11/23/2022
November 23, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18389089
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: April 24, 2012
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 $859. ******************** can expect the refund ***** to five (5) business days, the holiday can lengthen this process by a few days. ******************** 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: 11/29/2022
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.They agreed to issue my full refund & I agreed to the resolution. Sad customers have to take it this route instead of them just admitting thier mistake in the beginning. I must iterate I've never had a problem with vivint until this.situation. I have been a customer for around 15 years.
Sincerely,
*********************************
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