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
- 8,377 total complaints in the last 3 years.
- 2,969 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:05/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On February 29 2024, I sold my home at ****************************************************************************************. the new owner was to take possession of the equipment I had Viint install on the home and take over the service contract I had with Vivint. The buyer agreed to this and Vivint was informed of the plan and agreed to it.After the closing, the new owner contacted Vivint and set up a new account. Vinint treated this as an entirely new contract and did not cancel mine. They continued charging me $57.13 on autopay on March 27, 2024. I called them and asked why. They investigated with me on the line for an hour. They discovered that there were two accounts. They told me the problem was resolved and that I would be refunded. I was not. They CHARGED me another $57.13 on April 27, 2024. I called again. They kept me on hold another hour! They made no reference to my previous call, or their agreement to cancel my contract and refund my charges. They refused to cancel my contract and penalized me an additional $282.84 to close my account. I grudgingly paid it on 05/01/24. I have not yet been chaged again. I think it is resolved. I would like to be refunded the $397.10 that I was charged after the sale of my home and the Vivint contract.
Business Response
Date: 05/10/2024
May 10, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21668380
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 25, 2020
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In his complaint, ********************** states that he sold the home where the equipment was installed on February 29, 2024, and the new homeowners were to take over possession of the equipment and service contract. ********************** states that Vivint started a new service under the new homeowners name and continued to charge him. ********************** desires to be refunded.
Vivints records indicate that ********************** signed a Purchase and Services Agreement (Agreement) on May 25, 2020. On February 5, 2024, ********************* called in to do an account transfer to the new homeowner, however,they have not finalized everything. ********************** educated on what would be needed to either cancel or complete a takeover. The equipment line of credit would need to be paid off in full and if he wanted to cancel in addition to paying off the equipment, a buyout payment would be needed for the Agreement.********************** stated he would call back when ready to move forward. On February 9, 2024, the account was notated that the new homeowner did not want to take over and new service was started. On April 2, 2024, ********************** called saying he sold the home, and the new homeowner was to take over the Agreement. ********************* also called on April 29, 2024, about the takeover of the agreement and was advised that the takeover was unsuccessful. ********************** was advised of the buyout payment which he paid, and the account was submitted for cancellation.On March 7, 2024, Vivint received a written notice of cancellation from *********************.
A Vivint representative has attempted to reach ********************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel the remainder of the monitoring service agreement effective February 24, 2024,when the new homeowner started service and to refund all payments made directly to Vivint from that date forward. ********************** 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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/04/2024
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.
This company is sending door to door sales people out to aggressively target homes late into the night. Two nights ago a man from Vivint knocked on my door at 8:45pm. When I didn't answer he continued to pound on the door ... I was SLEEPING he woke me up. Tonight, I was at a neighbor's house. Same thing. The baby was sleeping and the Vivint rep kept pounding on the door. When we answered to tell him he's waking sleeping babies we were met with a sales pitch. I don't understand how going around ******* off everyone in the neighborhood is going to win you business. STOP coming to *********** in ****** you aren't welcome here.Business Response
Date: 05/09/2024
May 9, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21665485
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: March 15, 2018
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 place the neighborhood in which **************** lives in on the Do Not Knock/Solicit list. **************** 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:05/03/2024
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 cancelled our Vivint 12/2022. WE moved from our house in Laramie, WY to Oklahoma. When we moved we were living in an airbnb. We decided to not go with Vivint when we moved. April 25, 2023 we paid $410.94 to get out of our contract. March 25, 2024 we were charged $44.14 and April 25, 2024 we were charged $45.66. We do not have a contract with them. We do not have Vivint and have not since 12/2022.
May 3rd, I contacted Vivint and they would not resolve the issue, issue my refund, and take my credit card out of their files.Business Response
Date: 05/08/2024
May 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ****
Vivint Account #: *******
Date of Agreement: September 11, 2017
To Whom It May Concern:
I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
In her complaint, Ms. **** states that she cancelled her account in December of 2022 due to moving. She states on April 25, 2023, she paid $410.94 to get out of the contract. Ms. **** states Vivint has begun charging her again. Ms. **** desires a refund.
Vivint’s records indicate that Mr. ***** **** signed a Purchase and Service Agreement (“Agreement”) on September 11, 2017. On December 1, 2022, Ms. **** notified Vivint she was moving. December 6, 2022, Ms. **** requested to place her account on a deferment. April 24, 2023, Ms. **** requested cancellation of the account and paid the buyout amount of $410.94. Vivint records show on May 3, 2024, Ms. **** reported that she already completed the cancellation process in April of 2023.
A Vivint representative has attempted to contact Ms. **** via email in efforts to resolve this matter. Vivint has cancelled the account of Ms. **** without further penalty. Vivint has refunded Ms. **** $89.80. Ms. **** can expect her refund to arrive within the next five (5) business days.
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 LegalInitial Complaint
Date:05/03/2024
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 requested a cancellation for our service and have requested a refund. We requested to cancel service via phone numerous times since 2021. Since they switched from 3G to 4G in June 2021 we have not been able to use the service. We asked if they would update the service which they have not done. We were told we could cancel after 3 years. We started the service in 2018. We have been receiving harassing daily calls asking us to keep the service and we keep declining. We have been charged $52 every month since 2018 and have not been able to use the service since 2021. We are owed a refund of $1872, and have not gotten anywhere when contacting Vivint for the refund.Business Response
Date: 05/10/2024
May 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21662111
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: April 1, 2022
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Mr. ********* account without penalty.
Vivints records show that ******************** signed an Agreement in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A written notice of cancellation was provided by ******************** on April 25, 2024, and his account was being processed for cancellation.
Despite the validity of this Agreement, Vivint agrees to the above resolution and ******************** has no further obligations to Vivint.
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:05/03/2024
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 this service at ***************************, I moved on 10/06/2023. My new address is ***************************. The company could not service this address so I asked to cancel my account The kept billing me and since October 2023 will not remove bill. They also sent me a label to return the equipment which they received back. The company still has not notified fortiva of the equipment return so I am still be billed by fortiva. Both companies are effecting my credit negatively.Business Response
Date: 05/10/2024
May 10, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21661021
Complainant: ***********************;
Vivint Account #: ********
Date of Agreement: August 22, 2023
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. At this time, Vivint agrees to cancel ******************** account including the equipment loan with ******* and remove her account in collections.
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 LegalCustomer 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:05/02/2024
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 their service for years and my house burnt completely. Resulting in losing everything. I contacted them and let them know what had happened. They reached me today which is nearly two years later claiming I owe for the past balance and said I did not follow through with the cancellation process. As well they are claiming I owe a cancellation fee because I was not using their smoke detectors at the time of the fire.Business Response
Date: 05/08/2024
May 8, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 20658521
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: August 7, 2017
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 September 26, 2022. Vivint will 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: 05/08/2024
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:05/02/2024
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 a Vivint customer since 2015 and in fact upgraded my service contract to a five-year term back in 2016; this five-year contract term has finished and I am now on a month-to-month term.During the last several years - I have experience big and constant problems with my home equipment including: Vivint panel connectivity (constantly requires me to reboot), Alarm sounds and no calls from Vivint or PD, door bell does not sound, very frequently, auto doorlock constantly drains batteries, little to no customer service ******************** or outreach... Because of these main reasons, I do not wish to continue service with Vivint - I feel that I have been getting charged for lack of service, bad equipment (which I fully paid for a couple of years back) and overall poor home alarm service/performance/monitoring. I want to request that Vivint (or Vivint.smarthome) Cancel my service contract immediately and that they refund at least one month of services - I have tried for about a month to call (as well as checked online on their Vivint website) and cancel but Vivint Customer Support Team does not take NO for an answer and has not acknowledged my repeated cancellation requests. This customer service phone number is more of a telemarketing group trying to force Vivint customers to upgrade their system so that Vivint get you into a new 5 year contract.I do not wish to continue my business relation with them any further...According to my Vivint account overview, my ********************** account no. is: ********* and my service Address is: *************************************** request is rather simple and straight forward - I have tried repeatedly to call in myself but I have not gotten any results (very unethical business practice and very frustrating)...Again: Vivint (or Vivint.smarthome) Cancel my service contract immediately and refund at least one month of services.Respectfully,******************************** **************Business Response
Date: 05/09/2024
May 8, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 5/10/18
To Whom It May *********************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In his complaint, ******************** states that he has repeatedly tried to cancel but has been unsuccessful.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on 5/10/18 with an initial term of sixty (60) months which states The initial term starts on the day the Agreement is signed. After the initial term, the Agreement will automatically continue month-to-month and may be terminated at any time after the initial term upon at least thirty (30) days prior written notice to the other party. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivints records indicate that ******************** called Vivint on 11/3/20 and 11/5/20 regarding equipment issues. Vivints records indicate that on those calls, you were not home to troubleshoot. You stated you would call back when you were home but there is no further call until 4/23/24. Vivints records indicate that on 4/23/24, ******************** called to cancel his service. He spoke with 3 representatives and disconnected the call on each of them while they were giving cancellation instructions. Vivint's records indicate that a written cancellation notice was not submitted as required under the terms of your Agreement to cancel his service after a 30-day cancellation period.
A representative from Vivint has reached out to ******************** in an effort to resolve this matter. Despite the information stated above, Vivint agrees to cancel Mr. ********* Agreement. A refund is not warranted. ******************** 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 LegalCustomer 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,
*****************************Customer Answer
Date: 05/21/2024
This is a follow up email pursuant to my Better Business Bureau complaint #******** against Vivint...Despite my Better Business Bureau complaint, followed by Ms. ****** written cancellation offer and my acceptance both with BBB website and to her email...Vivint charged me a $50.97 monthly payment this month, May 12th, 2024; this charge is even higher than previous months. Please stop further charges and refund me this money as soon as possible.I would respectfully ask the Better Business Bureau to re-file my complaint against Vivint and further document this new "retaliatory" occurrence against me. Please feel free to contact me at your earliest convenience.Respectfully,**************** Pescador************Business Response
Date: 05/27/2024
May 22, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21658257
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: 5/10/18
To Whom It May *********************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
******************** states that despite his complaint, Vivint charged him $50.97 on 5/12/24 which is higher than previous months. He requests a refund and further document of this new "retaliatory" occurrence against him
As promised, ************************ account was cancelled on 5/10/24. As he never submitted the required written notice of cancellation, his BBB complaint stating he wished to cancel was accepted as his written notice of cancellation. His complaint was received on 5/8/24 and his account was submitted for cancellation in accordance with his Agreement. As stated in his signed Agreement: The initial term starts on the day the Agreement is signed. After the initial term, the Agreement will automatically continue month-to-month and may be terminated at any time after the initial term upon at least thirty (30) days prior written notice to the other party. If terminated, this agreement ends on the last day of the thirty (30) day notice period.
This means ************************ account cancelled on 6/7/24 making the charge on 5/10/24 a valid charge. The reason the charge was more than previous months is due to a rate increase on 3/9/24. The $5 rate increase is automatic for customers that are no longer "under contract."
As stated previously, ************************ account has been cancelled. He has no further obligation to Vivint. A refund is not warranted. ******************** 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: 05/28/2024
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:05/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint business practice is predatory to consumers. Salesman showed up to my home very persistent to set me up with their service. I knew I’d be moving and was promised Vivint reinstalled the equipment free one time. Salesman sold the product as top of the line - joke. The wires in the back of the system broke off and looked very insecure when installed. When calling for repair the rep asked me what I did to it blaming me not the cheap equipment fault. Moving forward to calling to arrange to have my equipment moved and service switched to new address. Oh, that’s not free! I was just promised that to get the sale. Call after call to Vivint to resolve and multiple promises for a call back to research and arrange reinstalling my equipment at my new address. A year later it gets better and better- I’ve called several times to cancel and oh no you can’t without a cancellation fee of over $700 because Vivint doesn’t tell you that since the equipment is financed through them, you can’t cancel until the overpriced cheap equipment is paid in full but wait - your account is past due because we’re billing you for a service we refuse to install and honor the free reinstall at your new address. A year has gone buy trapped into paying for janky equipment not being used and being billed for a service Vivint is not providing. I’m under contract they say but they aren’t accountable for their end. This company needs put out of business for fraudulent and predatory business practices!Business Response
Date: 05/08/2024
May 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ********
Vivint Account #: *******
Date of Agreement: August 11, 2022
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. ******** and a resolution has been agreed upon. At this time, Vivint has
agreed to cancel with forgiveness the remainder of the monitoring service agreement
effective July 24, 2023, however Ms. ******** will remain responsible for the
balance remaining on the equipment line of credit with Citizens. Vivint also
agrees to refund the amount of $68.03. 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 LegalInitial Complaint
Date:05/02/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 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 LegalInitial Complaint
Date:05/01/2024
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 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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.