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.
- 2,978 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:04/28/2024
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 got Vivint and their equipment when I bought my house in 2017, sold the house in 2019 and the new owners wanted to keep the system and take over our contract. Vivint informed me that I had to pay all the equipment off first so I did and they were supposed to transfer the contract to the new owners. They ended up giving the new owners a separate contract and then continuing to charge me. *** talked to them multiple times and they were supposed to resolve the issue but they just hit my credit report.
Business Response
Date: 05/03/2024
May 3, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21637881
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: December 14, 2017
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 system was installed in 2019 and the new homeowner was to take over the account. **************** states that he paid off the equipment as instructed,however, the account was not cancelled and has gone to collections. **************** desires a correction to his credit report.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on December 14, 2017. On August 17, 2019, *************** called Vivint wanting to cancel the agreement. **************** was provided with information on how to cancel the agreement. On November 26, 2019, the account was written off for non-payment. On December 2, 2019, a new service was started under a different name at the same address. On December 12, 2019, *************** called saying he paid off the equipment and wondered how to transfer the account. **************** explained that he sold the home and left the equipment for the new homeowner. On July 28, 2020, **************** called to request a letter saying his equipment was paid off in full. **************** was advised he would need to contact Citizens for such a letter. **************** was advised that the account could be removed from collection once the buyout payment was made.
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. **************** 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:04/28/2024
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 deeply disappointed with this service. I signed up in 2021 for home security and was immediately charged $2000 for equipment/installation AND a hard inquiry and immediate maxed out credit limit that I was unaware was happening. I asked and they said it will be fine. I then moved a couple years later and requested to discontinue service. They let me know the contract was until 2027 and unless I wanted to pay $2000+ to buy out the contract, I was stuck. They offered to freeze my account for 12 months and continue this year. I recently received an email stating my account was past due of $200+ and I called them. After being on the phone for THREE HOURS, they assured me that the payment arrangement I was forced to make (to keep in good standing per my credit concern) was approved. I received a text message this morning letting me know my account was outstanding. I would have never signed a 6 year contract had it been made obvious and let them know that and they basically said it is what it is. I do not use their services and have not for the last year but am forced to pay regardless and now interest and late fees that I did not accrue. Please help, this is entrapment.Business Response
Date: 05/04/2024
May 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21636854
Complainant: ******************;
Vivint Account #: *******
Date of Agreement: 6/10/21
To Whom It May *********************** have reviewed the information provided by Ms. ******************;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 Ms. ***** account and waive the early termination fee. ************ will remain responsible for her loan but will have 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 LegalInitial Complaint
Date:04/28/2024
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.
Charging my account.When the services are payed in fullBusiness Response
Date: 05/03/2024
May 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21636435
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: 2/23/19
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 his account and provide a one month refund. ************************ has no further obligation to Vivint and may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/27/2024
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 got Vivint home alarm system on 4/1/24 after researching many alarm companies. After multiple calls to Vivint I was advised, they were let the cheapest but the my were the most reliable. I got an alarm system that included an outdoor camera with a flood light to alert me of the coming and goings of those on my property. On Thursday 4/25/24, I came home to find that the entire flood light was gone. Not damaged but completely missing. I immediately called the police and looked back to the events prior to the system going offline which I was never notified about and there was no evidence of the person removing the device from my home. Id like to add that in order for this device to be removed, it would require a ladder but again this person was not detected at all. After speaking with police, I immediately contacted Vivint to discuss my frustrations and to find out when it could be replaced. After holding for approximately ************************************************************************** have to call the following day to speak with the loyalty department, which was Friday at 7am mountain time, as they were already gone for the evening. At 9am EST the following day, I made the call. I voiced my frustrations. I was told that I would get a call from an event manager within 24 hours to discuss what had happened, which never occurred, and I was also advised that some would be out the following day to reinstall the missing camera and to install a doorbell camera at no cost to me. Prior to hanging up I made sure to tell them that I only wanted one person coming to my home and was advised that everything would be installed and took care of the following day between 12-4. On 4/27, the tech came out and advised me that he was only scheduled to install the doorbell camera which was not agreed upon and instantly upset me. Vivint has not done anything that theyve told me to do,nor have they protected my property and it has not even been a full month of service.Business Response
Date: 05/02/2024
May 2, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21634399
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: April 2, 2024
To Whom It May *********** style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks; background-color: rgb(243, 243, 243);">
I have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to replace the outdoor camera and spotlight at no cost. Vivint also agrees to provide a doorbell camera at no cost. **************** 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: 05/02/2024
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: 05/13/2024
I have only been with Vivint alarm company for a little over a month, 4/1/24. Within a month someone was able to steal the camera that was installed and the culprit was never detected on the camera. After some back and forth, Vivint agreed to replace the camera and to also install a doorbell camera. It wasnt until a BBB complaint was filed that someone from the company would actually return my call with a resolution. Since agreeing to replace the equipment, Vivint has made 2 appointments for a tech to come out and the first available appointment wasnt until a week out. The first appointment scheduled 5/8/24, was scheduled between 4-8pm and was canceled just 3 hours before the 4 hour time window and the second, scheduled for 5/11/24 between 12-4, was canceled 2 hours within the 4 hour time window at 1:51pm. I have had to inconvenience my life and schedule multiple times without any type of real consideration and Im tired of being the only one inconvenienced. Not only do I work but I have a small child, Im pregnant and I have other things that I could be doing besides waiting on a tech that is never going to show up. I have asked multiple times to get out of this contract so I can go to another company that not only respects my time but will do all that they can to ensure that my home is protected, as thats what Im essentially paying for. I dont want any more credits, I just no longer want to be associated with this company.Business Response
Date: 05/17/2024
May 17, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21634399
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: April 2, 2024
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that within a month of having service, someone was able to steal an outdoor camera and its spotlight without anyone being detected. **************** states that Vivint agreed to replace the camera and spotlight along with a doorbell camera, however, two appointments have been cancelled. **************** desires the monitoring service to be cancelled without penalty.
Vivints records indicate that ********************************* signed a Purchase and Services Agreement (Agreement) on April 2, 2024. On April 26, 2024, *************** called Vivint to report that someone had stolen her outdoor camera and its spotlight without someone being detected. **************** requested the equipment to be replaced, saying it was not her fault the camera did not record the incident.**************** accepted an offer to receive a free doorbell camera with installation along with free replacement of the outdoor camera and spotlight. The work order scheduled for May 8, 2024, was cancelled. This was rescheduled for May 11, 2024, again this work order was cancelled. Vivints records show that **************** has been working with an internal escalation team to resolve this matter. Vivint has offered to not only replace the outdoor camera, spotlight, but also install a new doorbell camera free of charge but also to provide six (6)months of free monitoring service. In addition to this, on May 6, 2024, Vivint provided a $25 credit covering the permit cost for ****************. On May 7, 2024, Vivint also provide a credit in the amount of $42.79, covering one month of monitoring service fees and lowered the monthly monitoring service fee $10 for the remainder of the Agreement. On May 17, 2024, **************** denied the opportunity to reschedule the appointment to have the replacement equipment and free doorbell camera installed and acknowledged the impact to her credit if payments were not made.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** agreed to schedule a Smart Home Professional to replace the outdoor camera and spotlight free of charge along with providing a free doorbell camera. Vivint has also provided a $25 credit covering the permit cost, a credit in the amount of $42.79, covering one month of monitoring service fees, lowered the monthly monitoring service fee $10 for the remainder of the Agreement, and provided an additional six months of free monitoring service.
To resolve this matter, Vivint stands by the resolution as stated above. **************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/20/2024
Complaint: 21634399
I am rejecting this response because:
Vivint has agreed to have a tech disconnect services as of Friday 5/24/24 and cancel the contract after several canceled tech appointments.
Sincerely,
*****************************Business Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21634399
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: April 2, 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 schedule a Smart Home Professional to remove the equipment. Once removed,Vivint will proceed with a full cancellation of the monitoring service agreement,a full refund to Citizens for the equipment line of credit, and a full refund of all payments made directly 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 LegalCustomer Answer
Date: 05/30/2024
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:04/27/2024
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 cancelled my account with Vivint in August of 2023, but in December 2023 they charged the credit card used to pay off the account $5 and in January 2024 restarted billing a monthly charge of $52.14. I contacted them again in February and was told the cancellation didn't go through but it was taken care of and a refund would be issued to the card within 7-10 business days. They put a credit on the account just in case things didn't go through in time for the next billing cycle so I was not charged in March, but 4/18/24 another charge for $52.14 was taken off the card. I continue to contact them and they keep saying this is how they process cancellations (they don't apparently and count on people not looking at their statements) and there is nothing else that can be done. I want my account cancelled and I want the funds returned that were taken after the cancellation.Business Response
Date: 05/02/2024
May 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21634087
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 1, 2019
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she cancelled her account with Vivint in August of 2023 but was charged $5 in December 2023 to pay off the account. She further explains that her billing restarted again in January 2024. ****************** desires a refund.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve her concerns. At this time, Vivint agrees to cancel Ms. ******** account and issue a refund of all payment taken after July 31, 2023, to her **** card ending in 0149. ****************** may contact Vivints representative 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:04/27/2024
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.
Account: ********** ***************** twice for someone to come remove equipment for a move.Keep getting run around on the phone with no available appointments or no one shows up. This has happened twice and maybe three times; I am running out of time before moving. Might need new equipment or replacement at the new house if no one shows up by the move date without a charge.Business Response
Date: 05/03/2024
May 3, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21633745
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 9/13/23
To Whom It May *********************** have reviewed the information provided by Ms. ***************************** 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 scheduled a technician to install her equipment and waived the $300 move fee. ****************** 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: 05/03/2024
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.They gave me credit for taking the equipment down and free installation for my pain.
Sincerely,
*****************************Initial Complaint
Date:04/27/2024
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.
A sales person came to my home a sold me Vivint. I was told I would be under contract for the equipment until it's paid off. I paid off the equipment over two years ago. I called to cancel the service because it's no longer needed and was told I'm still under contract. Asking why they told me the contract was set for the service and the equipment. I'm told I'll need to pay over $800 in cancellation fees. I was told I can transfer service but will need to buy all new equipment. This is unacceptable. I'm being penalize for something that was never made clear to me. Had I know the contract was for the service and not the equipment I would've committed to that take of contractBusiness Response
Date: 05/01/2024
May 1, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21633723
Complainant: ******************
Vivint Account #: *******
Date of Agreement: June 15, 2021
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 clear the balance due of $62.22 and to cancel the remaining Vivint monitoring contract without further penalty. **************** 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:04/26/2024
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.
My company has had two different instances occur on the property.1. A car drove through the property and our dog was killed.2. On 4-17-24 the building was broken into. One camera was ripped of the exterior wall, and others moved.Neither time did the system record anything! I called customer service after each incident expressing, I wanted to have system removed! I was told they would have a supervisor contact me within 24 hours, but neither time did they! This system is subpar. I want it removed and released from any dealings with ******Business Response
Date: 05/02/2024
5/2/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21629900
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 1/11/2022
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 and forgive his line of credit. ******************** 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 LegalInitial Complaint
Date:04/25/2024
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 just signed up with vivent security bc the home I bought had previously had the service and the equipment was still there. The sales person told me I did not have to sign a monitoring agreement and that I could cancel anytime. That was a lie. The tech who walked me through the setup was quick to get off the phone and passed me on to technical department who told me I'd have to pay for a technician. The sales person also told me I didn't have to pay for a technician. I've had nothing but lie after lie after lie from vivent and I've only been a customer for 1 DAY!!!! I WOULD LIKE A PHONE CALL FROM CORPORATEBusiness Response
Date: 04/29/2024
April 29, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21622760
Complainant: *********************;
Vivint Account #: ********
Date of Agreement: April 24, 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 that he did not have to sign a monitoring agreement. He states he was also told he did not have to pay for a technician. ************** states he called and requested a technician and was told he would need to pay for one to come out. ************** desires to be contacted by Vivint.
Vivints records indicate that ************** signed a Purchase and Service Agreement on April 24, 2024. On April 24, 2024, ************** notified Vivint of several system alerts. Vivints records show that some troubleshooting was done, however, ************** was unable to complete all troubleshooting and requested a technician. On April 25, 2024, Vivints records show that a technician went to the home of ************** and resolved the reported system issues.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has requested that ************** confirm that his issues were resolved by the technician who went to his home on April 25, 2024.
************** may contact Vivints representative directly with 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: 04/30/2024
Complaint: 21622760
I am rejecting this response because:I was called while I was at work and I couldn't respond. This issue is NOT resolved. I am still having technical issues and vivents attempt to call once and have me respond via email is just another example of the terrible customer service they provide.
Sincerely,
*********************Business Response
Date: 05/06/2024
May 6, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21622760
Complainant: *********************;
Vivint Account #: ********
Date of Agreement: April 24, 2024
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his rebuttal, ************** states that Vivint called while he was at work. He states his issue is not resolved. ************** desires to be contacted by Vivint.
Vivints records indicate that ************** signed a Purchase and Service Agreement on April 24, 2024. On April 24, 2024, ************** notified Vivint of several system alerts. Vivints records show that some troubleshooting was done, however, ************** was unable to complete all troubleshooting and requested a technician. On April 25, 2024, Vivints records show that a technician went to the home of ************** and resolved the reported system issues.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has provided ************** with a copy of his contract as requested. Vivint is awaiting a response from ************** to confirm if his technical issue have been resolved.
************** may contact Vivints representative directly with 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:04/25/2024
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 against Vivint Security Systems regarding a significant issue I have encountered with their services.In 2017, I requested Vivint Security Systems to disconnect my security system due to my military move. Despite my request, Vivint failed to disconnect the service, resulting in continued billing to my account for several months without providing any service. As a result, I have incurred charges totaling $938.00 for a service that I was not using. The situation escalated when I discovered these unauthorized charges on my credit report as a collection account. I have been diligently filing disputes for almost six years and attempting to resolve this issue with Vivint, but to no avail. Despite my efforts, the associates at Vivint have informed me that they have no record of my account anymore, making it impossible to resolve the matter directly with them. Furthermore, after conducting research, I have found that several consumers have had identical situations with Brink and Vivint, with both companies failing to disconnect service at the request of the consumer, resulting in unauthorized charges and turning over to collection agencies. This appears to be a recurring issue, and I am deeply concerned by the lack of accountability and assistance from Vivint Security Systems and the associated debt collection agency.This situation has caused significant frustration and financial strain for me over the years, and I am deeply disappointed by the lack of accountability and assistance from Vivint Security Systems and the associated debt collection agency. I am reaching out to the Better Business Bureau in the hopes of receiving assistance in resolving this matter and obtaining a fair resolution to the unauthorized charges and collection account that have negatively impacted my credit history.I would appreciate any assistance or guidance you can provide in addressing this issue and ensuring a fair resolution.Thank you in advance!Business Response
Date: 04/30/2024
April 30, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21620506
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 6, 2015
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 account from collections, leaving the account closed. ************ 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
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