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
- 8,392 total complaints in the last 3 years.
- 2,970 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:04/17/2024
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 sells you a system which breaks easily and then makes it incredibly difficult to fix or cancel but continues to charge for service while you wait for a service technician who can never come. Vivint equipment is unable to function in cold climates such as the climate we have in *****. Of the 7 sensors and 2 cameras that were installed , 6 sensors and 1 camera stopped working within 2 weeks. Vivint does not provide technical support and wants me to re-install the sensors my own own. After the technician came out to fix he acknowledged that the system probably won't work but that I'd have to let it fail again, which it promptly did. When I called to cancel the service and return the equipment I was told I needed to have a technician come out to try to fix it again. This time I was told no technician was available and that I would have to keep calling back to try to schedule. Each call takes 15 minutes to an hour depending how many times you have to ask for a manager. This feels like a stalling tactic to keep me paying the monthly fee even though the alarm system doesn't work.
Business Response
Date: 04/23/2024
4/23/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21588761
Complainant: ***************
Vivint Account #: *******
Date of Agreement: 12/1/2022
To Whom It May ***************** have reviewed the information provided by ******** and appreciate the opportunity to respond.
In his complaint, ******** explained he is dissatisfied with the equipment and service. ******** requests cancellation of his account.
To assist ********, Vivint has cancelled his account and forgiven the remainder of his equipment line of credit.
However, it should be noted that on December 1, 2022, ******** signed a System Purchase and Services Agreement (Agreement)for an initial term of sixty (60) months. Despite this information, Vivint agrees to the resolution above. ******** has no further obligation to Vivint.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/17/2024
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 will not cancel our service. We have attempted to cancel our account since June of 2023. However, they state that they can upgrade our equipment to run the system adequately but they refuse to cancel our service and continue to charge us monthly service fees. We have paid every bill in full to cancel our account however to no avail they will not cancel. I have created a case number with Vivint: CA-********* and spoke multiple times with their Loyalty Team at ************** without success. I am seeking my Service Account #******* be canceled.Business Response
Date: 04/23/2024
April 23, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21587184
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 15, 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 monitoring service effective April 18, 2024, when the written notice of cancellation was received. ************** 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 LegalInitial Complaint
Date:04/16/2024
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 went into contact with ******* for a security system in 2019. At the time, the sales representative stated I was able to terminate services anytime after the system was paid off. The system was paid off with Citizens in September 2022. In February 2024, I decided to terminate the services as it was not working properly and not being monitored. ******* failed to work on the system and let me know there were issues. When I called to canceled services, the representative spoke poor English and I was unable to understand them. After telling them numerous times I "couldn't understand them" I was informed they were lowering the bill and sending a code for a referral". What they failed to tell me was if this happened, I would be going into another 3 year contract. At no time did I agree to do this. Nor did I sign any paperwork stating I was agreeing to do this. I contacted ******* on 3 separate occasions. Each time being told this would be taken care of and services were going to be canceled. I am now being told by a 4th representative, a new agreement was entered into and there was nothing they could do to cancel, except for me to pay an early termination fee of $1700. I have had a new security system for 1 month and have not been notified by ******* my services were not working. They want payment for services that are not even being rendered. ******* is getting unsuspecting elderly consumers into long contracts by dishonesty. I want out of this "new term" they say I agreed to without having to pay a termination fee. I have stopped all payments to Vivant through my bank and do not want this to effect my credit and livelihood.Business Response
Date: 04/22/2024
4/22/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21585230
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 7/29/2019
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 ****************** account without penalty. **************** 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 LegalInitial Complaint
Date:04/16/2024
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.
Vivint was installed in my home by my husband before his death. The home has been sold and the new owner do not want to take over the system and refuse to return it. I contacted Vivint customer service about cancelling the contract. The refused to due this unless I paid them $750. The next representative told me that $750 was not the amount that it was over $1000. Every time I have contacted them the amount is bigger. I want the contract cancelled and do not believe I owe the cancellation fee. The Equipment has been paid off for years. We were told initially that the contract could be cancelled when the equipment was paid off.Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21584808
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: July 23, 2014
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she sold the home where the equipment was installed, and the new homeowner does not want to take it over and refuses to return it. ******************** states that she has attempted to cancel,however, is being told she needs to buy out the remaining contract term in order to cancel. ******************** desires to have the monitoring service cancelled without penalty.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on July 23, 2014. On March 1, 2024, ******************* called saying she sold the home and has paid off the equipment. ******************* stated that she wanted to transfer the account to the new ********************************* representative advised ******************** of the buyout payment needed to cancel the Agreement. On March 6, 2024, ******************** called for options on removing the equipment and to defer the account as she was not able to make the buyout payment at the time. On April 16, 2024, ******************** called wanting to change her panel pin as the new homeowner will not allow her access to the panel.******************** has attempted to retrieve the equipment; however, the new homeowner refuses to allow ******************** access to remove the equipment.
A Vivint representative has attempted to reach out to ******************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel with forgiveness the remainder of the monitoring service agreement effective April 22, 2024. ******************** 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 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: 04/23/2024
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:04/16/2024
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 received a past due bill with an account number ********* from this business even though I do not have any business or account with them. I have called severally to have my name removed from their system and for them to stop sending these bills in my name. However nothing has been done.
I have been pushed around so many times and no one has been able to fix this problem.Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: May 19, 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 remove her name from the billing account, changing it to the tenant/ contract
signer’s name. Ms. ******* may contact Vivint’s representative directly if she
has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/22/2024
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:04/16/2024
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 called and spoke to Vivint in October 2023, received my package, didn't have what I was told, so I called same day of receiving my equipment spoke to them asked for cancelation and to send the product back. I shipped the product to them and provided them with the tracking number as they said that was the last thing they needed to cancel my account. Every month I have received a bill stating that I owe them for the equipment and services that I am not even using or have. So every month I call back with the bill, go through the same thing, they say they're gonna work on cancelation. Today I called and was finally able to speak to someone that could give me more information. Vivant is now stating that the tracking number I provided is stating that the package was never delivered to them and that's why my account is not being canceled. They stated that they have suspended my account due to non payment but they can not cancel it or stop charging me until I do one of the following. Buy out the equipment and contract for $7,000. Pay the remaining balance of $600. Or dispute with the mailing company to try and track down the package. Since this all was in October I don't know how I'm supposed to track down a package from months ago, and or pay an amount of money for something I never even used. Especially when vivant stated and has proof that the first call I sent to them about cancelation was on October 5th of 2023.Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: ********
Date of Agreement: October 2, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. **** ******** and appreciate the opportunity to respond.
In her complaint, Ms. ******** explains that she received her Vivint equipment, but it was not complete. She further explains that she sent back the equipment and requested cancellation of her account, but it was not cancelled. Ms. ******** explains that she continued to call in every month and was told that her package was not received and that her account was suspended due to non-payment. Ms. ******** desires a billing adjustment.
At this time, Vivint agrees to cancel Ms. ******** Agreement and remove her account from collections.
Vivint’s records show that Ms. ******** signed a Purchase and Services Agreement with an initial term of forty-two (42) months. This shows a monthly services fee of $44.99 and a total equipment fee of $324.44, plus applicable taxes. Ms. ******** contacted Vivint on October 5, 2023, to request cancellation of her account and indicated that the equipment was returned. Vivint’s record also shows that a notice of cancellation was received on November 10, 2023.
Vivint’s records further show that Ms. ******** stopped making her monthly payments after October 2, 2023. As such, the account was cancelled for non-payment on March 27, 2024, and was transferred to an outside collection agency.
Despite the validity of this debt, Vivint agrees to the above resolution. Ms. ******** has no further obligation to Vivint and will not be contacted further by collections.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/16/2024
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.
To whom it may concern:
On March 19th 2024, I cancelled my Vivint service. I called and spoke with a young lady who indicated I needed to follow the steps in an email to formally cancel my service. I received the email at 1:53 pm. So, I emailed back my full name and address, my phone, my reason for cancellation and everything else that was needed to cancel. At 2:07 pm I received the automatic reply that my request was received implying service would be cancelled.
Some of my reasons for cancelling is the fact that my camera is always delayed and could never be fixed. Another reason I purchased a new door and Vivint could never secure the doorbell to molding around the door (when went the recording was distorted), my alarm kept going off and the representative gave me a time 4 hours later that what was reported by Vivint, and we discovered the person was in a different country. How is this helpful?
I called on today, and Miguel informed that my account was not closed and he needed to transfer me to retention. I advised Mickey of my conversation with Miguel. Mickey confirmed on April 16th, 2024, my account was drafted for $55.00 and per Mickey my monthly bill is $52.00. He continued to tell me this is correct and he can read me the information at the bottom of the email. I explained that was not necessary and did not want to argue or go back and forth, if my monthly bill is $52.00 why am I being billed $55.00, and why isn’t the bill prorated. Not to mention, I received emails and calls to convince me to keep the service which is proof I cancelled. I would like all of my money, the $55.00, back for the mere inconvenience of not closing my account and continued calls and emails to do so. If a customer confirmed an account multiple times why does Vivint need a email, and still never close the account. This is unfair to me as a customer and I cannot afford this mistake. I paid thousands for the equipment, $72 a month then $55 after the equipment was paid off.Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* *****
Vivint Account #: *******
Date of Agreement: August 13, 2018
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 cancelled
the monitoring service account effective April 16, 2024, and a refund in the
amount of $46.03 was processed back to the original payment method. 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:04/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a Vivint home security system from a door to door salesman back in 2018. I was told that I did not have to have monitoring in order to have access to the equipment I was purchasing. Today I tried to cancel my monitoring and they told me the investment I made of over $3000 was useless without the $50 monthly monitoring. I specifically made sure this was not the case before purchasing and was sold a LIE. I want my monitoring service cancelled and to be able to still view the camera feeds for the equipment I purchased as originally promised.Business Response
Date: 04/17/2024
April 17, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21580313
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 30, 2018
To Whom It May ***************** have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, **************** states that she was told she did not have to have monitoring to access the equipment. She states she attempted to cancel her service and was told the equipment was useless without monitoring. Ms. ****** desires cancellation with continued app access.
Vivints records indicate that Ms. ****** signed a Purchase and Service Agreement (Agreement) on July 30, 2018. On August 9, 2024, Ms. ****** requested the cancellation of her account and declined all of Vivints offers. April 15, 2024, **************** was educated that without monitoring app access would be revoked.
A Vivint representative has attempted to contact Ms. ****** via email and phone in efforts to resolve this matter. Vivints representative has explained to Ms. ****** that without Vivint monitoring services the Vivint app will not be active. Ms. ******s system will still function as an alarm system. The alarm will still sound, and cameras will still record. Ms. ****** will still have access to view her video footage from the main security panel.
Ms. ****** may contact Vivints representative **************************************** directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/17/2024
Complaint: 21580313
I am rejecting this response because:It fails to acknowledge the fraudulent misrepresentation presented by the Vivint sales rep on the day of purchase. As explained, I was explicitly told I would still be able to use the app. This statement is the reason I chose to purchase through Vivint as I had already had an ADT system that required a monthly monitoring payment for app use. I would never have agreed to switch if that wasnt the case. Also I purchased garage door sensors in addition to the cameras because of this statement. As stated to the Vivint rep, how am I supposed to open the garage door without setting off the alarm if my access is taken away? If I am not able to receive what I was sold, I would like a full refund for the equipment I purchased as a result of this fraudulent misrepresentation.
Sincerely,
***********************Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21580313
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 30, 2018
To Whom It May ***************** have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her rebuttal, Ms. ****** states Vivint fails to acknowledge the misrepresentation made by the Vivint sales representative. She states she was told she would still be able to use the app. Ms. ****** desires cancellation with continued app access and a full refund.
Vivints records indicate that Ms. ****** signed a Purchase and Service Agreement (Agreement) on July 30, 2018. On August 9, 2024, Ms. ****** requested the cancellation of her account and declined all of Vivints offers. April 15, 2024, **************** was educated that without monitoring app access would be revoked.
A Vivint representative has attempted to contact Ms. ****** via email and phone in efforts to resolve this matter. Vivints representative has explained to Ms. ****** that without Vivint monitoring services the Vivint app will not be active. Ms. ******s system will still function as an alarm system. The alarm will still sound, and cameras will still record. Ms. ****** will still have access to view her video footage from the main security panel.
Ms. ****** may contact Vivints representative **************************************** directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/22/2024
Complaint: 21580313
I am rejecting this response because:There has been no accountability or offers made to adequately rectify the fraudulent misrepresentation of the Vivint sales representative, ***************************. On July 30, 2018, we were approached by **** who knocked on our door that had an ADT sign present. While he pitched his offer, I answered his question to share explicitly what I disliked about our purchase with ADT which was specifically that we had to pay for monitoring in order to use the app. ****, on numerous times throughout our engagement ensured us that once our equipment was paid off we would be able to cancel monitoring and STILL have access to the app. This not only led to our decision to switch to Vivint but additionally purchase garage door sensors since we could disarm from our phones. It has just come to our attention when we attempted to cancel monitoring on April 9, 2024, that we were scammed. This was an intentional and reckless misrepresentation that coerced us into our original purchase decision. Fraudulent misrepresentation is a crime and if demands to refund the equipment are not met full legal action will be pursued.
Sincerely,
***********************Initial Complaint
Date:04/15/2024
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 has been horrible to deal with. They make promises verbally and then when it's time to receive all of the items that they 'stated' were covered. They advise that the sales person did not inform us correctly. We pay an extra fee of $9.99 each month that was to cover 'service calls and to have the system moved (if needed). NOW ... we are moving under contract. So, we have to continue to pay. THEY WANT TO CHARGE US $400 to move the alarm to our new address. I filed an initial complaint when we first purchased the service and it didn't work properly. I am still having problems from Vivint.Business Response
Date: 04/23/2024
April 22, 2024
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21579395
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 5/27/24
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 waive the equipment removal and installation fees. ************** 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:04/15/2024
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.
A vivint representative came by my mom's house to sell vivint services. He said we were not signing a contract and we can cancel anytime after the equipment was paid off. The equipment was paid off and vivint was notified through phone and email that we no longer would like them to monitor our cameras. They still tried to continue to charge my card. My mom spoke with the vivint equipment department who stated that they don't know why they are still trying to collect payments since the equipment was paid off. Now they are trying to send a collection agency to collect. Please stop them from harnessing me and my momBusiness Response
Date: 04/17/2024
April 17, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21579101
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 13, 2019
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 of **************** from collections and to waive the associated fees. **************** 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: 04/17/2024
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,
*****************************
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