Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,367 total complaints in the last 3 years.
- 2,969 complaints closed in the last 12 months.
If you've experienced an issue
Submit a 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:03/24/2024
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.
Paid off the equipment balance in December.
12/29/2023 9:17 AM: Called to cancel monitoring service and was told I would need to pay out the remainder of the monitoring to the end of the contract. $450. I did not think this was correct per the contract.
1/8/2024 9:30 AM: Called to cancel. I was told again that I would need to pay off the remainder of the monitoring to the end of the contract. I read the contract verbiage to him that once the balance of financed equipment was paid this could be canceled with a 30-day notice. He said no but confirmed that I was right after talking with a supervisor. Only then did he and share the email address and required content to send in the email. Said we would pay the last month but be credited $25. This phone call lasted 1 hour and seven minutes.
A cancellation email was sent at 10:38 AM.
(These are two different interactions in which fraudulent business tactics were utilized.)
1/10/2024 1:50 PM: Follow-up phone call to verify the email was received and processed. I was told the cancellation was processed on 1/8/2024 and would not pay another monthly payment. I changed the payment information to ensure there would not be any further activity in my banking account.
2/1/2024 3:56: Follow-up phone call to customer loyalty to verify the email was received and processed. They did not show it had been canceled. Reprocessed the cancellation documents. Assured me that it would be canceled on or before 2/9/2024. My access to the Vivint monitoring app was discontinued about this time.
3/6/20214: 10:30 AM: Called customer service as I received an email stating that a payment had been attempted and failed. They shared that customer service does not show it as canceled on their side. They transferred me to the cancelation department and I spoke with Nicole who requested a supervisor to handle it. I was told that I would receive a $61 credit for the incident which hasn’t been received.
3/19/2024: I received a phone call from customer service stating the previous payment had failed and wanted payment. I explained the continuing circus and she requested a supervisor put this matter on urgent correction.
3/20/2024: I received another phone call from customer service stating the previous payment had failed and wanted payment. I again explained the continuing circus and asked her to ensure that I would not be called again. Also, on 3/20/2024, I finally received an email verification that the cancellation was effective on 3/20/2024. (These are three more interactions in which fraudulent business tactics were utilized.)
3/22/2024: I received a bill from my local police department for answering a false alarm that originated 8 days prior. My grandson triggered an alarm on the keypad which I immediately cancelled. Because Vivint had not completed my request on a timely basis, this went to their monitoring which called the police and I was charged $100 for responding to a false alarm.
Business Response
Date: 03/29/2024
March 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** ********
Vivint Account #: *******
Date of Agreement: March 31, 2021
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
agreed to refund $98.60 for the two payments received in January 2024, and $100
for a false alarm fee Mr. ******** received for a total of $198.60. 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 LegalCustomer Answer
Date: 04/02/2024
Complaint: ********
I am rejecting this response because: Vinint representative incorrectly stated "a resolution has been agreed upon". I received a call from the legal department of Vivint stating that they would not offer access to the vivint phone app that I requested. I addressed to her that there is no verbiage in the contract that specifically states that the phone app would be pulled if monitoring was discontinued. There are vague references to software ownership but nothing address the phone app. She stated something along the line the contract is reviewed on a regular basis to insure clarity? Then she offered to send the reimbursements mentioned in her notation. I asked her about the two phone calls in which their customer service fraudulently told me I could not cancel the contract without paying the remainder of the monitoring on the contract. The contract, in bold, states if the equipment is paid off the contract can be cancelled with 30 days notice. Neither of these Vivint reps knew that was in the contract and had to check with the supervisor. The Vivint legal representative apparently did not have a concern with that as she stated she had not looked into it and would go back to listen to the recordings with no offer to follow up with me to address this key point concerning Vivint's reputation.
Sincerely,
*** ********Initial Complaint
Date:03/24/2024
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.
Date of the transaction is March 23, 2024. The amount is 247.00. The company is Vivint. I do not have an account with this company. someone gave them my cc number and they used it, because I guess the person's credit was not good. so they used mine. I never authorized this. This is the third time this has happened to me with this company. They have taken a total of 472.47 from my account. I thought they stopped but they billed me 3x in March. for I assume Jan. and FEB and march. also in October I was billed 71.47 then none in November, so they took it out 2x in December for 154.85.Business Response
Date: 03/30/2024
March 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: ********
Date of Agreement: 8/31/23
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ****** and appreciate the opportunity to respond.
In his complaint, Ms. ****** states that someone used her credit card number because she “guesses” they did not have good credit. She was charged 3 times in March and 4 times previously. Ms. ****** claims she did not authorize any of the charges and that she does not have an account with Vivint.
Vivint agrees to remove Ms. ******’s card from her billing account and provide a refund for the charges.
Vivint’s records indicate that Mr. ****** signed a Purchase and Services Agreement (Agreement) on 8/31/23 with his wife, Ms. ******, as the cosigner. Vivint’s records indicate that Mr. ******, Ms. ******’s husband, added the credit card in question. Vivint’s records do not indicate that Ms. ****** called Vivint regarding the charges to her credit card. Vivint’s records indicate that a Vivint representative contacted Mr. ****** on 11/7/23 via phone to discuss his past due balance. Mr. ****** stated that he would call Vivint back to discuss his bill. Vivint’s records indicate that Mr. ****** did not call back to discuss his billing or to make payment arrangements. Vivint’s records indicate that on 3/29/23, Ms. ****** agreed to speak to Mr. ****** to make payment arrangements for his past due balance to avoid disconnection.
A representative from Vivint has reached out to Ms. ****** in an effort to resolve this matter. Vivint has agreed to the resolution and Ms. ****** may contact Vivint’s representative directly if she has any further questions or concerns.
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: 04/01/2024
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:03/23/2024
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 canceled my service in October of 2023. A Fax was sent to the toll-free fax number as directed by their website. They have continued to charge me. I have contacted them on three separate occasions only to be given the runaround. They think this is a joke that's why they have an address on "COLLECTIONS' drive. This fraud is part of their business strategy and is why they are constantly in trouble with the FTC. They claim they do not have the fax. They lose the fax conveniently. They have sent me a bill for $289.52. This needs to be removed from my account. I know nothing. The only resolution is for Vivint to agree this money is not owed. Anything less than that, is unacceptable. I am filing a complaint with the FTC. This company is more like the mob than a business. It's atrocious that you have given them a B- rating. The FTC has already ruled they engage in deceptive business practices and the BBB even reports on that. I own a business, I am a member of the BBB. The fact that this company has FTC action for basic fraud, they are no longer eligible to be an accredited business with the BBB. So I would also like to file a complaint on that with the BBB.Business Response
Date: 03/28/2024
March 28, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *******
Vivint Account #: *******
Date of Agreement: January 14, 2022
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 agreed to cancel the remaining Vivint monitoring contract, without futher penalty. Vivint has also cleared the past due balance in the amount of $289.52. 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:03/23/2024
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 December 21, 2023, a Vivint salesperson, Benjamin V***** ###-###-####, came to our residence, door to door knocking, offering their alarm system services. We agreed to purchase their alarm system, which included, 3 exterior cameras, a smoke detector, and smart doorbell. We purchased the product/service, to be paid in monthly installments, though we did not receive any physical documentation regarding the agreement. The purchase of the aforementioned products was under the condition that we had 30 days from the date of sale to back out of the contract, under a 30 day trial period. On December 31, 2023, we contacted Vivint, to inform them we did not wish to continue using their products/service, and asked that they come retrieve their equipment. While on the phone with the Vivint representatives, we were transferred several times and eventually hung up on, with no resolution to our request. At one point during the conversation, they conferenced in the salesperson to verify we were within the trial period; the salesperson confirmed, and yet, the representative refused to cancel our service. We continued to reach out to Vivint, approximately 6 times, between December 31, 2023 and January 4, 2024, and never reached anyone who would cancel our service. We paid $1.58 on December 22, 2023, $1.58 on January 23, 2024, $42.45 on February 1, 2024, $1.58 on February 22, 2024, $42.45 on March 1, 2024, $73.25 on March 21, 2024 (more than we had agreed to pay monthly, despite the fact that we wanted to cancel). To date, we still have the equipment, still are in the contract, and still are being charged monthly. We attempted to cancel the service within the 30 day cancellation period. We want the service with Vivint cancelled at no additional charge to us, and we want their equipment removed, at no charge. We feel Vivint sold us their services under false pretenses and are hoping for a swift resolution to this matter.Business Response
Date: 04/01/2024
4/1/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: ********
Date of Agreement: 12/21/2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
In her complaint, Ms. ****** explains she
was given a 30-day trial period by the sales representative. Ms. ****** further
explains she made attempts to cancel within the trial period. Ms. ****** requests
her account be cancelled and the equipment be removed.
To assist Ms. ******, Vivint is willing to
cancel and refund her account upon receipt of the equipment. A representative
has contacted Ms. ****** via email to schedule a system removal appointment.
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: 04/01/2024
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:03/23/2024
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 no longer live at my previous address and have paid off all the Vivint Equipment Loan with Citizens One.
On February 6th, 2024, I sent an email to ******************** to request my notice of cancellation. However, I did not receive any updates from the Loyalty Team. After a week, I called back and was informed that the process takes 30 days.
On February 13th, I was charged a monthly service fee ($39.69). Being patient, I waited until March 6/7, well over 30 days. However, upon seeing another charge for a monthly service fee ($39.69) on March 13th, totaling two months of service fees after my cancellation request, I called again. The Loyalty Team informed me that they had processed my account closure and I should receive a refund for the two months I was charged. Despite waiting, I did not receive any updates via email or mail.
On March 23rd, upon calling the number provided in the original email, I was told that my account HAD NOT been processed for closure. Despite the Loyalty Department being closed, all their notes "were" recorded on my account. However, my account is still active for billing. I was instructed to call back on Monday.
While I will indeed call back on Monday, I have zero confidence in this company's ability to provide me with the customer service I need. I'm submitting this report as a record, and this company needs to answer for its business practices. I want a refund for the two months service fee and I want my account or anything with my name tied to Vivint Closed.Business Response
Date: 04/01/2024
April 1, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ***
Vivint Account #: *******
Date of Agreement: August 12, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. **** *** and appreciate the opportunity to respond.
In his complaint, Mr. *** explains that he sent an email to cancel his account on February 6, 2024, and was told it would take 30 days to process. He further explains that he was charged in February and again in March after sending his cancellation email. Mr. *** desires cancellation as well as a refund for the last 2 months.
Vivint’s records indicate that a refund in the amount of $79.38 is being sent back to the credit card ending in ****. In addition, Mr. ***’s account was cancelled on March 27, 2024. Vivint apologizes for any undue delay in this process and Mr. *** may contact Vivint’s representative directly should he have any further questions.
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: 04/01/2024
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:03/22/2024
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 help my Dad a 100% disabled veteran. Hes been with them over 16 years never missed a payment. He paid off the 1st set of equipment he financed with them & needed update equipment they told him they would finance new equipment for over 6 months & no out of pocket money up front if he stayed with them. After rescheduling two VA appointments due to errors on their part a guy came to install & told my dad it would $2000 that day! My dad called me I told the guy who we spoke with & what we were promised he called a guy in loyalty department that said would investigate & call back we never heard from him I called back got a real nice lady that said she saw all notes promised apologized for everything added more discounts & set a new install date a new guy came out installed everything didnt try to collect & said saw all was covered & equipment was financed we thought all was well the following month my dad gets a bill for 2000 calling several times talking to several people of who I took names have dated & times all said was escalating ******* would be fixed my dad is not getting harassing call from them threatening to send to collections! I call for about the 10th time cause they never follow up with us its always us calling them to try to fix this! Tell them hes canceling & to come pick up or we can send back all equipment manager first ask for my dad to stay & give them another chance I said no its been to long & no one is fixing it he then said he cancel but will still owe the 2000 now that its over 30 days i inform him its there fault its over 30 days he then tries to bully my dad & say if he stays he doesnt have to pay & we will work on getting the issue fix the others we talked to wasnt sending it to the right department I said again not our fault we weve been the only ones try to get it straight & now they are demanding 2000 from my elderly father or collections this has to be illegal my dad has excellent credit no outstanding debt its not ethicalBusiness Response
Date: 03/29/2024
March 29, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21474563
Complainant: ******* Watson
Vivint Account #: *******
Date of Agreement: September 19, 2020
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 forgive the remaining monitoring contract and equipment line of credit without further penalty, upon removal of the equipment. **************** 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:03/22/2024
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.
Back in October, this service was canceled. I received an email today stating that there was a past due balance. I reached out to Vivint who stated that there was a deferment that was agreed to and after the deferment I continued being billed. There was no service utilized during this time frame, no log in to the account and no cameras set up yet vivint is stating I still cannot cancel unless I pay a balance that I was 1. Unaware of 2. Service not utilized. And 3. I was under the impression it was canceled! This is unfair and ridiculous from a company that I was loyal to for over 6 years! All because I chose to cancel my services due to me renting my current house.Business Response
Date: 03/28/2024
3/28/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21473835
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 11/6/2017
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 waive the overdue balance. **************** 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: 03/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you for leaving the door open for me to utilize your service when I purchase my own home.
Sincerely,
***************************Initial Complaint
Date:03/22/2024
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 into Vivint to see about some new upgrades. The representative that I spoke to listened to me, tallied it out and said “ can you believe this? Your monthly bill will be $51 dollars total for equipment and monitoring. “ I was thrilled that I could get what I wanted and lower my bill. She did give me some equipment for free. I also asked her 2-3 times about what the monthly bill was going to be because it was so much lower than what I was paying now. I was promised that my bill would be in total $51 for equipment and monitoring. I was charged $51 dollars for the first two months. I looked to see that I was being charged the correct amount the first two months and really didn’t pay attention after that. A few months ago I received a phone call from Fortiva ( the company that I was paying for the equipment) they said I was two months late. My debit card was stolen and I had to get a new card. I must have forgot to call them with my new card number. I paid the amount which we agreed upon. I gave them my new debit card number. It was then I called Vivint because Fortiva told me I was paying them $51 dollars a month for the equipment, plus $45.65 to Vivint for a total of $96.65. I’ve called customer loyalty twice and the first time I spoke to Elizabeth G******* she assured me that she would pull up the call and get back to me. After waiting a week I wrote her for an update and she wouldn’t respond back to me after 2-3 emails. So I called customer loyalty again and spoke to Alex B***** again he assured me that he would follow through this time and get the original call pulled up and see if I was promised to pay $51 dollars a month. I waited and I wrote him twice, the first time he said that he needed a bit more time, then I waited another two weeks and I again wrote him to check in and he never responded back to me. I’m so disappointed in the service that Vivint has provided. I’ve been a customer for over 6 years now and I thought it was a good company but I was mistaken. It’s a good company only if you don’t have to deal with them. I want my refund for the year I was charged the wrong amount. I also feel I should get some sort of free equipment too. I look forward to hearing back from you. Thank you for your time and assistance.
Sincerely,
********* ****************Business Response
Date: 04/01/2024
4/1/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *********
****************
Vivint Account #: *******
Date of Agreement: 5/11/2018
To Whom It May Concern:
I have reviewed the information provided
by Ms. **************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to lower her monthly services fee to $18.00. Ms. **************** will be paying a total of $51.00 for equipment
and service. 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: 04/01/2024
Complaint: ********
I am rejecting this response because:I think it is fair on the part for me to finally after a year to pay the proper amount. However, I need a refund from the year that I was charged monthly $95.96. This error was on Vivint and I was paying all that extra money. I will accept the $51 dollars a month and a refund starting from last February. Thank you for your time and consideration.
Sincerely,
********* ****************
********* ****************Business Response
Date: 04/08/2024
4/8/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *********
****************
Vivint Account #: *******
Date of Agreement: 5/11/2018
To Whom It May Concern:
I have reviewed the information provided
by Ms. **************** and appreciate the opportunity to respond.
Vivint has refunded the overpayment from February
of 2023 to current in the amount of $163.99. Ms.
**************** will receive her refund within 7-10 business days.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/21/2024
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.
In 2016 I opened a Vivint alarm system account with the sales rep Travis Sabey. At that time before we opened the account i stated that we will be moving after two years and asked what happens to the contract. The sales rep stated that if we move that Vivint alarm will cancel and take the equipment back with no extra fees. Year later in 2017 i fell ill was not able to work so we sold the house and got into a rental house. Rental house owner didn't not allow alarm there since it already had one. The landlord wrote in writing for me as well. When i contact Vivint about that. they told me i need to send a letter in the mail that I'm cancel service and copy from the landlord as well... Ok done.
Jan of 2018 to march 2018 i called them back and they told me i cant cancel and need to pay off full amount of the balance in full. Even thou there sales rep had told me that the void the contract when house is sold and cant be transferred over. I was not the only one in the area that had the same issue. While being ill and not able to work and handle the phone calls back and forth i let it go to collection where it is still to this day.
Due to my health and life i was not able to handle the extra stress of dealing with this.
Now Vivint has decided to show it on my collection that the account was open in 2023. The amount of fraud i keep hearing about this company from 2016 to 2022 brought back memories when i saw it show up on my collection's and that is unfair to US the customers to be lied to and to misuse us for there own needs to make money. Especially the ill that are battling there own life. I still have the equipment in a box and want this to be resolved properly. I want this off my credit report and want to return the equipment! Its almost 7 years old and the fact that they can freely put on my report like i just opened it up should be legal!!Business Response
Date: 03/30/2024
March 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: 4/28/16
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that he told the sales rep before installation that he would be moving in 2 years. He claims the sales rep told him he could move the equipment or cancel and return the equipment at no fee. He got sick, moved into a rental a year later and could not use the system. He was told he could not cancel and needed to pay off the balance. He was sick, couldn’t keep up with the calls and let the account go to collections where it has remained. Mr. ****** is upset that his Vivint account was recently reported to his credit report.
Vivint stands by its previous resolution. Mr. ****** must work with the outside collection agency to settle the balance of his account.
Vivint’s records indicate that Mr. ****** signed a Purchase and Services Agreement (Agreement) on 4/28/16 with an initial term of sixty (60) months. Vivint’s records indicate that Mr. ******’s account was transferred to an outside collection agency due to nonpayment on 7/28/17. Vivint’s records indicate that Mr. ****** reactivated his service on 9/6/17. Vivint’s records indicate that Mr. ****** spoke with a representative on 12/12/17 about moving. He claimed he was moving out of the country, into a rental and could not take the system. A legal representative from Vivint reached out to Mr. ****** on 12/19/17 and 12/21/17 via phone and email requesting documentation showing he was moving out of the country. Vivint’s records indicate that documentation was not submitted. Vivint’s records indicate that on 3/30/18, Mr. ******’s account was permanently closed due to nonpayment and transferred to an outside collection agency. Once it was transferred to the collection agency, Vivint no longer owns the debt, and any questions or disputes must be directed to the collection agency.
A representative from Vivint has reached out to Mr. ****** in an effort to resolve this matter. Vivint has agreed to the resolution and Mr. ****** may contact Vivint’s representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/05/2024
Complaint: ********
I am rejecting this response because:1) no representative contacted me even though stated that somebody tried to reach out.
2) I'm not upset that it's on my collections. I'm upset that the date is inaccurate and vivit and the collection agency do not put the correct date on my credit reports for when the account was originally open. Instead It shows it was open recently.
3) previous landlord mailed out a written letter about not allowing alarm system.. Plus me being ill was totally out of my control and feel like I was taking advantage by the sales representative and the company.
Sincerely,
****** ******Initial Complaint
Date:03/21/2024
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've been a Vivint customer since July 2017, account number ********* at a property which I sold on June 2023. Thirty days prior to the closing of the sale, I called Vivint to terminate/cancel the service for that account and was told told that all I needed was to pay the remaining balance of the equipment because I had fulfilled my service agreement since 2017. Fast forward to March 2024, my wife and myself started getting calls and emails that we needed to pay for the service at my former address which we no longer reside or own and that in order to cancel that service I needed to pay an early termination fee of over $1500, I asked why if my service agreement had been fulfilled on July 2022 and in response I was told that the effective date was July 2021 which is false. They stated that my wife signed a new service agreement when in fact what happened I had to call them because some of my equipment was not working properly and was replaced during that visit, we had to purchase the new equipment. We thought we were just signing for the receipt of new equipment. My original service contract should not have been arbitrarily changed nor forced into a new agreement when all that was done was the replacement of Vivint's faulty equipment. All I'm requesting is that this account is cancelled we have not resided at that property for nine months.Business Response
Date: 04/01/2024
March 31, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: June 9, 2017
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that he requested cancellation of his account when he moved in June 2023, but that Vivint told him he was in a second term of his contract and could not cancel without penalty.
A Vivint representative has contacted Mr. ****** via email in efforts to resolve this matter. Vivint has cancelled Mr. ******’s account and cleared the past due balance.
Vivint’s records indicate that Mr. ****** signed a Purchase and Service Agreement (“Agreement”) on June 9, 2017. On October 20, 2021 Mr. ****** upgraded his system and signed a new Agreement with a term of sixty (60) months. Because Mr. ****** is still within the term of this Agreement, cancellation without penalty is not warranted; however, Vivint agrees to cancel and waive the balance of Mr. ******’s account.
Mr. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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