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.
- 2,971 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:04/10/2024
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 customer since May 24, 2016 and called on April 10, 2024 to cancel my account since I will be moving and no longer need the service. I was told I was under contract until October 27, 2025 and would need to pay over $800 to cancel the account. No, I am not interested in transferring the service or having the new owners take over the service. I had my panel upgraded back in October 2021 and apparently that extended my contract. However, a door to door salesman came to my house and stated that I was eligible for an upgrade. Nothing was said about the contract being extended. This is absolutely absurd and it is impossible to speak to someone regarding this matter. I have been a loyal customer for over 8 years and all I need to do is cancel the account without a contract penalty that I did not agree to. I am currently still on hold with the customer service team while they listed to this supposed agreement. Current hold time is 49 minutes and 11 seconds. Must have been a really long conversation if it takes that long to listen to. I have also requested a copy of this signed contract that they can't seem to find. Please resolve this matter by canceling my account and not charging me for a contract that I never extended.
Business Response
Date: 04/16/2024
4/16/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21555973
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 5/24/2016
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel ************** account without 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 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,
***********************Initial Complaint
Date:04/09/2024
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.
On 1/4/24 ****** was deducted from my account to ********************** and this amount was going to have my contract paid in full since I was cancelling the account. I was told that ***** would be charged in January but that I would receive that back in a refund in February. On 1/30/24 I saw a deduction in the amount of ****** to my bank account so I contacted Vivint on 1/31/24 and was told at that time I would receive a refund in February for the money deducted. I called again in February because I had not received the refund in 3 to 5 business from the initial call and was told should receive the refund in the amount owed in 1 to 3 business days. On 2/15/24 I received a ***** refund so I called again because not all my money was refunded to me and I am still owed ******. On 3/5/24 I made a third attempt to collect my money and was told again should receive in 3 to 5 business days. I called again on 3/11/24 because I still had not received the refund and was told again should receive in 3 to 5 business days. I contacted Vivint again on 3/25/24 and was told 3 to 5 business days should receive refund. As of today 4/9/24 I have not received the amount still owed to me that was removed from my account back in January. I will appreciate any assistance in getting my ****** returned to me because I have made 5 attempts at getting my money back. Thank youBusiness Response
Date: 04/16/2024
April 15, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21554348
Complainant: ******* Browder
Vivint Account #: *******
Date of Agreement: 5/27/19
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 provide a refund of $411.76 to ******************** account on file. ****************** 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: 04/19/2024
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:04/09/2024
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 was notified today that I am behind on my bills by 3 months. I was on a 6-month deferment and was told I would be notified when the deferment ended and billing resumed. I have not received an e-mail, text, or phone call about any billing information for the entirety of the 3 months I have been being charged and only just received a text today saying my account would be closed. I was not on any term contract and could have canceled at any time or requested another deferment, which I would have done had I been aware of what was transpiring.
I held and paid in full all bills for 2 years and have been in every way an excellent account for Vivint. I haven't been using any services in this interim period in any way and am being charged regardless.
Our home was destroyed and we uninstalled and paid off all equipment with plans to reinstall and continue services once we bought a new home, which we did and will be moving into this Saturday (April 13th, 2024). We also had plans to upgrade to solar energy panels once we had time to readjust our budget after moving.
I can firmly say that if this is not resolved I will be discontinuing all further business in perpetuity with Vivint and will encourage others to do the same in all ways I can. I will also dispute all charges in all ways I am able. It seems to me the better business decision would be to find a way to continue receiving my business for years to come rather than chase after a small amount of money for a small and understandable discrepancy where the company did not utilize any resources or services in the period in question.Business Response
Date: 04/15/2024
April 15, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement:
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. *****, and a resolution has been agreed upon. At this time, Vivint has given Mr. ***** a credit on his account and his account is now current. Mr. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/09/2024
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 loyal customer with ********************** for ** years now. My bill has always been ACH and drafted on or around the 3rd of every month. Then without any warning, the draft date changed to the middle of the month. I called for several months in a row to get this changed back. Every time they assured me it would be changed back. It never was. I stopped my autopay briefly. This is very inconvenient to me, at this point. All my bills are autopay for the first week of the month. There was a month a forgot to pay it. Once they sent me a notice it was late, I called to pay it and CANCEL my service. It was becoming more trouble than it was worth. One, there are other security companies I could go with and two, I knew I was moving soon anyway. This was in February. I was transferred to their loyalty department, that waved all the late fees, lowered my monthly payment, and promised to correct my autopay draft date. Once again, in March, it was not changed. It attempted to draft right after I had a huge unexpected expense. It was declined. I didnt even notice it declined until I got a call a few days ago in April. I again asked to have my services cancelled and I didnt care what kind of discounts or fee waves they offered, it was becoming a hassle and wasting my time dealing with this, and now I am within weeks of moving. I was, again, transferred to the loyalty department, where I was informed I had 36 months left on a 36 month contract, that I would have to buy myself out of to cancel my service. I never agreed to extend my contract. The lady I spoke with in February that lowered my price and waved my fees never informed me this would be for a contract. I never would have agreed to a contract knowing I was moving soon and would be going with ADT at my next home. I would like my contract voided for no cost, especially since I did not agree to it. I would like my service cancelled at no cost. Thank you for assistance with this matter.Business Response
Date: 04/16/2024
April 16, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21552552
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 4/24/14
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 Ms. ******* account. She has no further obligation to Vivint and 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: 04/16/2024
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:04/09/2024
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.
On November 6, 2020 our property which contained a Vivint Smart Home System was sold with the understanding that the new property owner's would take over the monthly service fee's. In December Vivint was contacted to cancel the monthly service as the new owner's had not transferred it into their name. Since the system was not paid off the Vivint customer service representative stated that the monthly service fee ($52) could be cancelled but that payment's would still be required to be made on the system. The system was eventually paid off through Citizen's bank. On April 5, 2024 I was notified by Vivint of a monthly service fee increase of ($5). I contacted Vivint to state that this must be an error as I have not had a Vivint service for over 3 year's. They informed me that my account was never cancelled and that I had been paying the monthly service fee ($52) for 41 months on a property that I no longer owned for a total amount of ($2,132). I requested that the service be cancelled effective immediately and requested reimbursement for the amount. I was informed by the customer service representative that the service had been cancelled but they would not reimburse any percentage of the fee's charge as it was my responsibility to follow up with Vivint to ensure the account was cancelled in December of 2020.Business Response
Date: 04/15/2024
4/15/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: 6/2/2018
To Whom It May Concern:
I have reviewed the information provided
by Mr. ***** and
appreciate the opportunity to respond.
In his complaint, Mr. ***** explains he
requested cancellation in 2020. Mr. ***** requests a refund of all payments
made since 2020.
To assist Mr. *****, Vivint has backdated
the cancellation of Mr. *****’s account to June 1, 2023 which is the end of his
contract. Mr. ***** will receive a refund of $573.74 within 10 business days.
Vivint’s records show that Mr. ***** signed
a System Purchase and Services Agreement on June 2, 2018 for an initial term of
sixty (60) months. To cancel the account, according to the Agreement, Mr. *****
must provide a 30 day written Notice of Cancellation. Vivint’s records show Mr.
***** provided a Notice of Cancellation on April 5, 2024.
Vivint agrees to the resolution above.
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: 04/15/2024
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:04/09/2024
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 will not let me cancel my services even after agreeing to return all equipment. You can barely understand any representative and they disconnect you all the time or direct you to different people where you have to repeat the same problem. It seems that all the customer complaints are regarding cancellation and random account withdrawals. This company needs to be shut down and I will never recommend them to anyone. After complaining to the company they literally sent me about 20 emails and texts to refer a friend for a 300 dollar credit after not truly solving my issue. They will offer credits to appease you then they will go right back to the same BS. Awful company.Business Response
Date: 04/15/2024
April 15, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21550642
******************************** Vivint Account #: *******
Date of Agreement: May 21, 2022
To Whom It May ***************** have reviewed the information provided by Ms. * and appreciate the opportunity to respond.
In her complaint, Ms. * states that Vivint will not allow her to cancel. Ms. * desires a refund.
A Vivint representative has attempted to contact Ms. * via email in efforts to resolve this matter. Vivint offers compensation in the amount of $250 to cover the referral credit not received.
Vivints records indicate that Ms. * signed a Purchase and Service Agreement (Agreement) on May 21, 2022. On April 8, 2024, Ms. * requested the cancellation of her Vivint Agreement as she dies not receive a referral bonus. Vivint records show Ms. * agreed to accept two (2) free months of monitoring service.
With the provided information Vivint offers compensation as listed above. 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 *egal.
Sincerely,
Vivint *egalInitial Complaint
Date:04/09/2024
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.
In February 2019 we signed on with Vivint in Orlando, FL (60 month term). We had cameras, keypad and remote door locks, a hub system and it was great. In August 2020 we moved to PA and were told we can move our system with us, no problem. It was our understanding we were working under the same agreement, not a new contract.
When the tech came out to install the new system he wouldn't install the cameras and said the door lock wouldn't work. So now we had a bunch of equipment we couldn't use and the system that was installed was not something we wanted. In May 2022 we decided to cancel our service; we were told we needed to pay off all equipment, so we did, and instead of cancelling we deferred for one year.
In May 2023, the service fees started back up and our payment didn't process. It could have been an expired card, or the billing address was no longer accurate since we moved. We received no notification (via email, phone or mail) that the payment didn't go through. This happened for the next few months and then in Oct 2023 Vivint closed our account due to non-payment. Again, we never once received any communication. In November, we get a call from collections. Spoke with the rep and she said our account was cancelled/closed and we were fine since all equipment has been paid for. She clearly did not do any research to understand why it was cancelled, we had assumed it was because that is what we wanted back in May 2022.
Fast forward to March 2024, receive call from collections again. No one can share what communication was attempted about payment not going through or a breakout of what we owe that adds up to $1364. We have spent countless hours on the phone, on hold, bounced around from person to person, yelled at even. This is the most unprofessional and shady business I have ever worked with. Feels like deception and lies around every corner and no answers or attempt at resolution as they only want to continue to collect money.Business Response
Date: 04/15/2024
April 15, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: February 9, 2019
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 the account from collection leaving the account closed. Mr. ***********
****** has no further obligation to Vivint. Ms. ****** may contact Vivint’s
representative directly if she has any questions or concerns regarding this
matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/15/2024
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:04/09/2024
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.
First complaint is the issue of faulty equipment that was installed. In December 2023 when I started with Vivint security system they installed security cameras, smoke detectors, and a carbon monoxide detector. I would say within a few months of having the system it started to reflect the carbon monoxide detector was offline, I contacted customer service they trouble shooted over the phone and I assumed the issue was resolved, nope a few days later it reflected back offline, so I called back they tried resolving over the phone but, it didn't so they assigned a technician to come out, he came out and installed new detector and issue was resolved. However, while the technician was out I asked about a indoor security camera and how much that would increase my monthly bill and which I was told that there was a $99 installation fee and my bill would only go up a FEW dollars and because he was already out here they would waive the installation fee.Well that was not the case I was charged the $99 installation fee and my bill went from $60 to $90. I called vivint and citizens bank which is who the financing is through and complained to them that if i was informed properly I would've never installed the indoor camera, I called immediately after I received my first bill, but vivint is stating they hadn't heard of this issue until 3 April 24 which is a bold face lie and they're telling me that I am out of the trail period and can't cancel my account without penalties or charges.I'm asking that vivint take their equipment back and cancel my account with no early termination fees or cancellation fees. I don't want to be a customer of a company that lies.Business Response
Date: 04/16/2024
4/16/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21549887
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: 12/30/2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
Vivints records show that the charge for the indoor camera has been removed in addition to the monthly camera services fee being removed. To further assist ********************, Vivint has added a two-month credit to his account. ******************** 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: 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,
*******************************Customer Answer
Date: 06/03/2024
I am writing to express my extreme frustration and dissatisfaction with Vivint Smart Home. For over a month now, I have been entangled in an unresolved issue regarding overcharges by ************** the financial institution Vivint uses to finance their equipment. Despite returning the equipment over a month ago, I am still being charged as if I possess it. Since April, I have contacted Vivint multiple times to resolve this matter, but my efforts have been met with empty promises and no tangible results. Vivint claims they have issued refunds to ************** yet ************* continues to reflect these erroneous charges on my account. To make matters worse, Vivints Legal team falsely reported to the Better Business Bureau (BBB) that this issue had been resolved. This is an outright lie. The issue remains unresolved, and I am still being charged for equipment I do not have. I am fed up with Vivint's incompetence and lack of accountability. I have lost all trust and confidence in their ability to rectify this situation. Therefore, I am seeking to cancel my account with ********************** immediately, without any early termination fees. I refuse to pay for Vivints inability to deliver on their promises and rectify their mistakes. This has been an incredibly frustrating and disappointing experience. I expect Vivint to take full responsibility and promptly address this issue by canceling my account without any further charges.Business Response
Date: 06/07/2024
6/7/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21549887
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: 12/30/2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A representative has contacted ******************** via email to discuss cancellation and the option of Vivint waiving the remaining amount on his line of credit.
If you have further questions or concerns regarding this response,please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/08/2024
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 in to cancel service. I was told they would send a technician out and offer a $10 per month discount. I agreed, but hate I did. Next thing I have a 36 month contract. I called immediately within an hour of receiveing this notice and advise I do not want to extend, I want to cancel. The assosiate I spoke to on the shameful Loyalty line kept trying to stop me from cancelling, so I asked for a supervisor. I have not been on hold for over an hour with no resolution. Been a customer for years and so are many of my family members. I want out of this horrible company now.Business Response
Date: 04/15/2024
April 15, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21547487
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 17, 2016
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he called to cancel and was offered a Smart Home Professional visit at no cost and $10 offer his monthly service fee. ****************** states that the next thing he knew, he had a 36-month contract. ****************** desires his monitoring service agreement to be cancelled.
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 immediately, April 15, 2024. ****************** has no further obligation to Vivint.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on May 17, 2016. On April 8, 2024, ****************** called wanting to cancel the monitoring service. During this call, ****************** was offered a Smart Home Professional at no cost along with $10 off the monthly monitoring service with a 36-month term, which he accepted. Later, ****************** called stating that he agreed, not realizing that he agreed to a 36-month term extension. ****************** requested to proceed with the cancellation. Vivints representative listened to the phone call; it was determined that the terms were read to ****************** and ****************** to agree to the terms as stated. ***************** was advised that he would need to speak to the specialty department that manages the cancellations. ****************** was advised of the cancellation process; he said he would call back once the equipment was paid off. On April 9, 2024, an email was sent to ****************** advising him to contact Vivint. ***************** called to confirm the cancellation process of paying off the equipment loan and sending in a written notice of cancellation. A second email was sent providing the representative contact information to have the equipment pay off confirmation number and written notice of cancellation sent to. April 11th and April 12th, 2024, follow up emails were sent with no response being received.
To resolve this matter, Vivint agrees to the resolution as stated above. ****************** has no further obligation to Vivint. ****************** 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:04/08/2024
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 8/27/20 A Tech from Vivint came to my house to install a camera and fix leads. I was working in my home office. He installed several additional pieces of equipment that I did not consent too. He came into my office while I was in a meeting and told me to sign the form stating he was there. I signed the form, not paying full attention. I was notified the next day that he installed $3000 worth of equipment and payment was with a loan, which I never agreed to a loan. I notified Vivint immediately notifying them of the fraud and I returned all the equipment within the 3 days of install. The contract was to be voided. The loan was closed as agreed. I contacted Vivint on 3/5/25 at the cancel services. ******* informed me that I was under contract, I explained the situation and he read their notes and agreed to cancel service. I now have another company installed in my home. On 4/8/24, I received a call from Vivint wanting money for my contract and service was not cancelled. They state I am under contract still. I asked for a Supervisor. I held for 30 minutes and they disconnected. This is fraud.Business Response
Date: 04/15/2024
April 15, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21547036
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: January 5, 2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that on August 27, 2020, a technician came to her home and installed equipment that she did not consent to. She states he had her sign a form and the next day she was notified of a loan charge for $3000. ************** states she notified Vivint of the issues and returned all of the equipment within three (3) days of installation. She states the loan was closed as agreed. ************** states on March 25, 2024, she contacted Vivint to cancel and was told she was under a contract. She states Vivint agreed to cancel the contract. ************** states on April 8, 2024, Vivint contacted her requesting money for her contract that was not cancelled. ************** desires modification/discontinuance of an advertised claim.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Vivint monitoring contract without further penalty to **************.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on January 5, 2017. On August 27, 2020, ************** reported that a Vivint technician installed more equipment than was approved and was charged $3,000 for equipment. Vivint records show that Vivint offered to pull the extra equipment. September 17, 2020, Vivints records show that the equipment loan was cancelled. March 5, 2024, ************** made a request to cancel her account, *********************** notes show that ************** was educated on the cancellation fee. On April 8, 2024, noted that she cancelled her account a month ago and that she was still being billed. Vivints records show ************** was told that she was still in contract and owes a $543.30 contract buyout fee.
With the provided information Vivint offers cancellation of the Vivint Agreement without further penalty. ************** 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 Legal
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