Business Profile

Security Systems

Vivint Smart Home

Headquarters

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

8,367 total complaints in the last 3 years.
2,969 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:05/02/2024
Type:Billing Issues
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 1st s salesman named *** showed up at our front door wearing a uniform with the business name Vivint on the front. He was sign into my husband about home security. After over here in the conversation I stepped to the door. Because I had been wanting security for my home I proceeded to question the salesperson about the different charges what comes along with the charges how much is the monitoring process and how much we have to pay up front as well as the price of the equipment. The salesman stated that the equipment would be in the price of the monthly bill. After doing some calculations my monthly charge for service would be $99 again I proceeded to ask is there a hidden charges and is the equipment included in the $99 the salesman stated yes that $99 is all that we would have to pay for the equipment and the service per monthly. After the installation of the service ***** stated that that would be a $6.33 charge to my debit card which we proceeded to pay. On May 2nd this morning as I get up to go to work I noticed that there was a fraudulent alert from ***** and wanted to know that I authorized $429 to be taken out of my account from a company called Vivint I proceeded to inform them that I did not authorize that amount to be taken off of my card. Therefore the bank cancel my debit card and it's going to reissue a new one. If you need further documents please email me at rulermydogy I'll contact me at ************.
Business Response
Date: 05/09/2024
May 9, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21656902
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: May 1, 2024

To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.

In his complaint, ****************** explains that after the installation of his Vivint system, he was told he would get a charge of $6.33. He further explains that he was instead charged $429 that he did not authorize. ****************** desires a refund and no further contact by the business.

A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve his concerns.

Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $31.47, and total equipment fee of $3,799.49 that was financed through Fortiva, plus applicable taxes, during that term. Vivints records show that on May 1, 2024 a charge of $429.45 installation fee was processed through the card on file ending in 4511. However, this payment was voided by the bank and returned to ******************.

****************** may contact ********************************** / ************) directly if he 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 Legal
Initial Complaint
Date:05/01/2024
Type:Billing Issues
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 am writing to file a formal complaint regarding the unauthorized charges on my account and the persistent difficulties I have encountered in attempting to cancel my Vivint services.Despite my repeated attempts to cancel my subscription, I have been consistently charged a monthly fee even though I have not received any services since November. This is highly concerning as I have been denied access to the Vivint app since that time, effectively cutting off any benefits associated with the service.Furthermore, the conduct of Vivint employees, particularly those in the loyalty and disconnection departments, has been less than satisfactory. I have been informed that in order to cancel my services, I must pay a sum of over $300 in full. This demand is unreasonable and unjustified, especially considering the lack of service provision on Vivint's part.What exacerbates the situation is that these charges continue to be debited from my account without my explicit consent. This is a clear violation of my rights as a consumer and is completely unacceptable.I demand immediate action to rectify this situation. Firstly, I expect the unauthorized charges to be refunded promptly. Additionally, I request that my subscription be canceled without any further financial obligations imposed on me. Lastly, I urge Vivint to implement measures to ensure that such issues do not recur in the future, including obtaining explicit consent before charging customers and facilitating smooth cancellation processes.I trust that you will treat this matter with the urgency and seriousness it deserves and provide me with a prompt resolution.
Business Response
Date: 05/07/2024
May 7, 2024

Better Business Bureau of ****
3703 W ************************************************************************;

RE:   Consumer Complaint Case #: 21652958
         Complainant: *******************************
          Vivint Account #: *******
          Date of Agreement: June 4, 2021

To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

In her complaint, **************** states that attempted to cancel her account, however, has been informed she needs to pay a sum over $300. *************** states that Vivint continues to make unauthorized debits from her account. **************** desires to be refunded the unauthorized charges and her account to be cancelled without penalty.

Vivints records indicate that ************************************* signed a Purchase and Services Agreement (Agreement) on June 4, 2021. On February 20, 2024, Vivint accessed four payments totaling $345.39 due to the outstanding account balance.On February 21, 2024, **************** called regarding these payments. It was explained to **************** that as per the terms of the Agreement, Vivint may/can attempt to collect the amount owed with the valid payment method on file even when not on autopay. It was explained that the charges are valid. **************** requested to cancel the agreement due to this billing concern. **************** was provided with information required to move forward with cancellation. On February 22, 2024,Vivint received a written notice of cancellation from ****************. On March 20,2024, the agreement was cancelled as requested. On March 22, 2024, Vivint reached out to **************** offering a month-to-month agreement with a $19.99 monthly monitoring service fee and one free indoor camera. This offer was accepted, and the account was re-instated. On March 29, 2024, **************** called due to the mobile app not working after cancellation. Vivints representative informed **************** that the account balance needed to be settled prior to receiving access to the mobile app.

A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** has provided the following offers: 1) schedule a Smart Home Professional to complete a full system check at no cost and waive the outstanding balance of $345.39 providing a fresh start, {or} 2) cancel the monitoring service effective immediately,however, no refund is warranted as the four payments taken totaling $345.39 were refunded on May 1, 2024.

To resolve this matter, Vivint has provided the offers as stated above. **************** may contact Vivints representative with any questions or concerns she may have.

If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:05/01/2024
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
My Vivint account was sold to a collection agency after I cancelled my account. I called to cancel my account and continued to be charged for services. Upon calling to cancel, I was told I would receive an email to respond to regarding the cancelation. I never received the email and Vivint does not have proof that it was sent. I am currently trying to purchase a home and need this credit issue resolved.
Business Response
Date: 05/07/2024

5/7/2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 21652291
           Complainant: *****************************
           Vivint Account #: *******
           Date of Agreement: 4/18/2014

To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.

A resolution has been agreed upon. At this time, Vivint has agreed to close the account with collections. ****************** has no further obligation to Vivint. ****************** 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 Legal
Customer Answer
Date: 05/14/2024

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:05/01/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Vivint made it nearly impossible for me to cancel my account. I was a long time customer who had trusted them for about 7 years. When it came time to cancel my account because of changing circumstances they made it nearly impossible. All of the customer service has been sent offshore to call centers. These call centers have developed workflows to frustrate and deny customers attempting to cancel accounts. The goal is to beat you up for long enough on the phone so you will eventually give up and keep paying. I spend hours and hours on hold fighting with them asking for supervisors. They keep dropping the call, finding new ways to deny and redirect your attention. I finally changed my credit card number to try and stop payments. Then somehow Vivint was able to get the updated number from my bank to keep charging me. I attempted to dispute the charges with my credit card company but somehow lost to Vivint. I have a very high credit score, nearly perfect. I'm closing my account with the credit card company and will never do business with them or Vivint again. I'm going to let everybody I know to avoid Vivint and their terrible customer service designed to take advantage of people. In 2024 customer service still matters, and I'm voting with my dollars. I look forward to the day they are bankrupt.
Business Response
Date: 05/08/2024
May 7, 2024

Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129

RE:   Consumer Complaint Case #: 21651216
          Complainant:   ***************
          Vivint Account #: *******
          Date of Agreement: 4/7/21

To Whom It May *********************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.

In his complaint, ************** states that he tried to cancel multiple times without success.

Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 4/7/21 with an initial term of sixty (60) months. Vivints records indicate that ************** spoke to a Vivint representative and two supervisors on 3/28/24 to requested the cancellation of his Vivint account. *********************** records indicate that ************** claimed he had called multiple times to cancel and the account should have been cancelled. Vivints records indicate that each representative explained to Mr. ************ written notice of cancellation was not submitted as required under the terms of his Agreement, and there was no record of him requesting cancellation prior to 3/28/24. Vivints records do not indicate any calls from Mr. ****************** 2/2023 and 3/28/2024. As there is no record of a cancellation request prior to 3/28/24, a refund is not warranted.

A representative from Vivint has reached out to ************** in an effort to resolve this matter. Vivint agrees to cancel ****************** account and waive the ****** cancellation period. ************** has no further obligation to Vivint and may contact Vivints representative directly if he has any further questions or concerns.

If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,
Vivint Legal
Initial Complaint
Date:05/01/2024
Type:Order Issues
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.
Sales Rep ******* advertised selling pitch. Told me I had 30 days to try out there Vivint home security equipment. Now I'm told I only had 3 days. So now I have to pay $1900 for equipment and $60 for monitoring fees. It's been 2 weeks I tried to cancel and now Vivint is trying to hold me in a contract for 5 years They also tried to get in contact with the sales rep who sold me the equipment and he's not responding to phone calls or email even with Vivint trying to contact to see what was the agreement. All I want is to cancel my 2 week contact, they can come Uninstall there equipment and move on
Business Response
Date: 05/07/2024
May 7, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21651090
Complainant: ****** Toler
Vivint Account #: ********
Date of Agreement: April 19, 2024

To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.

In his complaint, ************** states that he was told he has thirty (30) days to try the equipment. He states he is not told he only had three (3) days. ************** states he has requested to cancel but was told he must pay off the equipment. ************** desires a billing adjustment and modification/discontinuance of the advertised claim.

Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on April 19, 2024. On April 29, 2024, ************** requested the cancellation of his account stating he was offered a thirty (30) day trial. ************** said the equipment fees were too high. Vivints records show that ************** was informed that Vivint is not responsible for replacing the previous alarm system. On May 1, 2024, ************** expressed that he was unaware of the contract. Vivints records show ************** accepted an offer of $10.00 off for twelve (12) months.

A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers the full cancellation of Mr. ****** account. ********************** will provide removal of the installed equipment as well as a full refund of any payments made directly to Vivint as well as full closure of the equipment line of credit.

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

Customer Answer
Date: 05/09/2024

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:04/30/2024
Type:Billing Issues
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.
April 9, tried to cancel security service with company due to physical move out of house they were paid to monitor. Tried to set cancel date as of April 25th. Was told I need to pay off remaining balance on account for the month, and pay off security equipment to third party financer to cancel account. I completed the tasks and called April 23rd to make sure everything was on track for cancellation. Was told that wasn't enough, now the goal posts have moved and I have to submit in writing a notice of cancellation and continue paying for the service for 30 more days as cancellation is processed.Begrudgingly I went along with it and sent the notice even though I wasn't told this on April 9. Today, April 30, I was notified the goal posts moved again, my cancellation was unsuccessful and I need to call. Upon calling they told me I need to now pay over $800 in services I would of payed for had I not canceled early. Once again I moved from this location and do not need their service anymore. They said its in the super fine print of the original contract signed 2 years prior and the "contract" is for 5 years. Even if it's legal which it shouldn't be, it's a scummy way of doing business. I have never missed a payment, and gave plenty of notice of Cancellation for a service I no longer need due to a move. They verified all this today since they have all the calls recorded and admitted they failed to give me all their stipulations for cancellation everytime I called. But they still refuse to cancel service until I pay for future service I do not want or need.For evidence, they have all conversations recorded the past month. I have resubmitted another notice of service cancellation and stopped my bank from allowing them to draft. Their plan is to let it go to collections to hurt my credit instead of just canceling the service that is not required.
Business Response
Date: 05/06/2024
5/6/2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 21649413
           Complainant: ***********************
           Vivint Account #: *******
           Date of Agreement: 11/18/2016

To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.

A resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ******** account. ****************** has no further obligation to Vivint. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.

If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Customer Answer
Date: 05/06/2024

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:04/30/2024
Type:Billing Issues
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.
Purchased Vivint home security system. Were told that when and if we moved to leave the system at are old house and they would give us a new system at new house. Left old system at ********* less than a year after we bought system. Arrived in new state at new house and they are saying we need to purchase a new system!!! Cant retrieve old system house has closed. Scam artists! Paying for the system still!!!
Business Response
Date: 05/08/2024
May 8, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21648832
Complainant: *********************;
Vivint Account #: ********
Date of Agreement: July 22, 2023

To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.

In his complaint, ************** explains that they were told to leave their system at their old house and that they would be given a new system at their new house. He further explains that when they arrived at their new home, they were told to purchase a new system.

A legal representative from Vivint recently spoke with ************** regarding this issue.

Vivints records show that ************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $21.47, and total equipment fee of $2,204.98 that was financed through Citizens, plus applicable taxes, during that term.

Vivints records further show that on April 8, 2024, ********* and *********************** notified ***** that they had put their home on the market and wanted to know their move options. Vivint responded to the ***** and let them know to contact the moves department for assistance. Vivint had no further contact by the ***** until this complaint was received.

Mr. and ************** may contact ********************************** / ************) directly if they have 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 Legal
Initial Complaint
Date:04/30/2024
Type:Service or Repair Issues
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 was a Vivint customer for many years. I decided that I no longer wanted an alarm service and called to speak to their loyalty department. We talked about my desire to cease my contact a few months early and what it would take to do so. They verified my equipment loan was paid off and said I would need to fill out an email and send back to them. I filled out the form and they said to leave early I would have to pay a prorated amount. I paid the amount over the phone and was told I would receive an email of cancellation. I never received the email and continued to receive bills and was called and emailed daily. I would call but be put on hold sometimes for up to ********************************************************************************************* an almost 1 hour phone call. She made us call to verify my loan had been paid off. It was! She said there was a mistake in their system, and they did not file the cancellation that it was their fault she apologized and said I would receive the email of cancellation that I do not owe any more money and I will not receive any more phone calls or emails. That has been a lie. I still have not received the cancellation email and I get phone calls and emails from their collections on a daily basis. This is absolutely unacceptable and coincides with all the negative posts about them on ******** regarding customers that are no longer with them. I want the cancellation email sent immediately and I want the emails and phone calls to stop.
Business Response
Date: 05/09/2024
May 9, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21648121
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: June 28, 2019

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 email and phone in an effort 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 Legal

Customer Answer
Date: 05/10/2024

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:04/30/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Vivint Rep came to our home and inform us they had new cameras. they are in the neighborhood, and they are trying to sell home security system. The Rep stated that they are doing a soft credit check and the Equipements were free. then two days later on my husband credit report there is a hold on my husband account for $4000.00 dollars like he took out a credit card. I don't have working service at home on any of their equipment's. Then one of the Rep I spoke with inform me that I cannot cancel the service because my trial period ended. How a trial period started on the 17 and ended on the 23rd of the same month. Fraud practices
Business Response
Date: 05/06/2024
May 6, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 21647340
Complainant: **************************;
Vivint Account #: ********
Date of Agreement: April 17, 2024

To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the installed Vivint equipment. Upon removal of the equipment Vivint will provide the full cancellation of the Vivint Agreement as well as a full refund of any payments made directly to Vivint. Vivint will also fully refund the equipment line of credit with Fortiva. **************** 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 Legal
Initial Complaint
Date:04/30/2024
Type:Billing Issues
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.
It took me nearly a year to finally get Vivent to cancel my account and stop charging me money for a system I hadn't been using for over 2 years. It took months after sending the cancel request email before they stopped charging my account. Then I start getting emails for a collection agency because ****** claimed I had stopped paying them money. If this can be resolved then I will not seek legal action, but if this continues legal action will be pursued. considering ****** has already settled a class action lawsuit for a similar offence, this looks even worse because they are still up to their old tricks. I wish I had never gotten involved with them and will warn everyone I can to avoid them at all costs!
Business Response
Date: 05/06/2024
May 6, 2024

Better Business Bureau of ****
3703 W ************************************************************************;

RE:   Consumer Complaint Case #: 21646417
         Complainant: ***********************
          Vivint Account #: *******
          Date of Agreement: September 7, 2020

To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.

In his complaint, ************ states that it took him a year to cancel his account for a system he hadnt used for over two years. ************ states that the account was sent to collections due to him not making payments.************ desires the account to be removed from collections and no further contact from Vivint.

Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on September 7, 2020. On June 28, 2021, ************ called wanting to defer his payments and have the equipment pulled; a deferment was applied. On July 6, 2021, ************ called saying he placed the account on hold;however, he is still receiving bills. It was explained that the deferment was on the monitoring service, and he still needed to make payments on the equipment loan with Citizens. On June 1, 2022, ************ called to cancel the agreement as he received notice that the deferment was about to end. On June 12, 2023, ****** called regarding the account saying the account was cancelled two years ago. Vivints representative received a verbal confirmation that the equipment loan was paid off in full as of June 2022. ************ was provided the cancellation information needed to cancel. Vivint received a written notice of cancellation from ************ on June 13, 2023. On August 10, 2023, ************ called due to still being charged, saying he had already requested cancellation. The account was submitted for cancellation; however, ************ has a buyout promise on the Agreement and autopay was disabled. On January 29,2024, the account was written off for non-payment.

A Vivint representative has attempted to reach ************ to assist with this matter via email. After reviewing the account, ********************** agrees to remove the account from collections leaving the account closed. ************ has no further obligation to Vivint.

To resolve this matter, Vivint agrees to the resolution as stated above. Mr. *************** 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: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal

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