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.
- 2,969 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:03/18/2024
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 have been paying for Vivint services for over 2 years. Over the past year they have failed to provide me adequate coverage of home monitoring services. The alarm was triggered today and no one form Vivint contacted me. There are numerous examples of this happening through out the year. I have called them 6x over the span of a few weeks and tried to cancel. They refuse to cancel my service. Everytime I call the cancellation department, they refuse to transfer me or stop speaking as soon as I say I want to cancel.
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: February 1, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ********** and appreciate the opportunity to respond.
In her complaint, Ms. ********** states that her Vivint service has not worked for the past year and she has been requesting cancellation of her account. She states that Vivint refuses to allow her to cancel. Ms. ********** desires a refund.
A Vivint representative has contacted Ms. ********** via email in efforts to resolve this matter. Vivint has offered a technician free of charge to resolve issues with the system, and has reduced Ms. **********’s monthly services fee by 50%. Alternately, if Ms. ********** can verify that she has paid off her line of credit with Fortiva (for the cost of the equipment), Vivint has offered to cancel the service Agreement.
Vivint’s records indicate that Ms. ********** signed a Purchase and Service Agreement (“Agreement”) on February 1, 2022 with an initial term of sixty (60) months. Ms. ********** has not had a Vivint technician address any problems with the system since September 2022, and cancellation of the service contract without penalty is not warranted at this time. However, Vivint agrees to the above resolutions and will continue to be in contact with Ms. ********** to ensure that her concerns are addressed.
Ms. ********** 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 LegalCustomer Answer
Date: 03/31/2024
Complaint: ********
I have reviewed the information provided by Vivint Legal and reject their response and appreciate the opportunity to respond to many of their false characterizations. I contacted Vivint multiple times via telephone and via email requesting cancellation. It was not until I filed a complaint with the BBB that they responded weeks later. On March 28th, 2023, I received my first response from Carrie J***** of Vivint Legal stating that "You are within the term of your service contract with Vivint, so that is why you have not been able to cancel the account WITHOUT PAYING OF AT LEAST THE EQUIPMENT. I provided proof that the Fortiva Credit Line had been paid in full as of 08/18/23 (documentation attached) and this was also reflected in the September 2023 statement (documentation attached) as well. I also provided the Cancellation Number from Fortiva, requested by Vivint Legal representative Carrie J***** as well on the 28th. The Fortiva Credit Line Number ******. I received the response "I’m sorry, but we cannot cancel your contract without penalty. If you pay off your equipment and get confirmation from Fortiva, we could cancel the Vivint part." The Fortiva Account has been paid in full since 08/18/2023, Vivint has been made aware of this for months now and continues to refuse to cancel my contract, even though they have stated in 2 emails that once the equipment is paid in full they will "cancel the Vivint part." I lastly received an email from Carrie J***** following receipt of the Fortiva Account closure information that she would "confirm with Fortiva" and she would "let me know when she hears back." Carrie nor any other representative at Vivint Legal has followed up with confirmation that they contacted Vivint. The last message I received from Vivint was through here on the BBB website. It unfortunately grossly misrepresents the very many communications and all the relevant information I have provided and complied with on requests from Vivint.I am very concerned with many of the false representations and contradictory information Vivint has presented via phone and email. It is also concerning that I have requested to cancel numerous times and I am met with a request to have a technician come to my property. I have provided all of the necessary information to Vivint to process my cancellation, and thus the account needs to be cancelled.
Sincerely,
*** ******** **********Business Response
Date: 04/08/2024
April 8, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** **********
Vivint Account #: *******
Date of Agreement: February 1, 2022
To Whom It May Concern:
In her rebuttal, Ms. ********** states that she has complied with all of Vivint’s requests but Vivint has not cancelled her account.
Vivint’s records show that Ms. ********** is still within the initial term of her Agreement and cancellation without penalty is not warranted. However, in an effort to resolve this matter with Ms. **********, Vivint has cancelled her service Agreement, effective April 2, 2024. Ms. ********** has no further obligation to Vivint.
Ms. ********** 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 LegalInitial Complaint
Date:03/17/2024
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.
My family relocated from ** on **** 16, 2023. I called Vivint and requested that my Vivint account be closed because we had just sold that home to another family. I was asked if I had equipment and if that equipment had been paid off through Citizens. I informed the rep that the account had been paid off over a year prior. He checked to see if the equipment was paid off and then confirmed that it was indeed paid off. I was then transferred to another person. This person looked into the exact same thing, told me that the equipment was paid off and that the account would be closed. At the end of **** 2023 my account was automatically debited for the monthly Vivint service. I called to find out why I was charged and I was told the account was not closed and that the person I spoke with did not process it properly. I was asked to provide my name, address, service number and reason for cancellation in order to send to *********************************** I forwarded the information by email that I was asked to provide. I was then told the process would take 30 days. I asked what happens is my account was debited again because the normal billing date would happen before the 30 days gets here. My funds that were debited at the end of **** were refunded and then the rep put a pause or stop on the next payment to give the 30 day process enough time without me getting charged. I was not charged the next month (July 2023), but I was then auto debited again the following month (August 2023). I immediately called Vivint **************** and I was told that my account was NOT cancelled/closed and that I needed to submit the exact same information that I originally submitted in **** 2023. I was apologized to and ensured that my account would be cancelled. I forwarded the cancellation email to ****************************************** as requested and also CC'd *********************************** This was my 3rd request to cancel/close my account. I received my 2nd Automatic reply from ********************************** letting me know that my request had been received. I then received an email the very next day (August 2, 2023) from **************************************************** letting me know that my request was received and was being processed for cancellation. Service Number S-*******. I received another email from **************************************************** on (August 3, 2023) letting me know that a refund was granted for the funds that were debited on 8/1/2023 and that my account was closed. There was no money debited in September so I thought the account was closed. Then in October 2023 my account was again debited the monthly amount. This time I called my bank and reported it as a fraudulent charge. My account was then debited in December. I immediately called my bank and reported it as fraudulent again. Under the recommendation of my bank, I closed the card that was linked to Vivint so it could not be charged again.I then received a bill in the mail from Vivint. I immediately called to let them know that I had requested 3 times already almost 6 months prior to have the account closed. The rep did the exact same thing that every rep did, apologized and said trust me I will get this taken care of for you. It is now March 2024 and I received a bill in the mail with my name spelled incorrectly and the bill accounts for 2 months. Each time I call everyone does the same exact thing, apologize, look into the equipment payoff status, fill out the cancellation form, tell me it will take 30 days to cancel, only to never get any feedback until I receive a bill or my account is debited again.Business Response
Date: 03/26/2024
March 25, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 6/29/21
To Whom It May *********************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In his complaint, ************ states that he moved from ***** on 6/16/23. The equipment loan was paid in full a year ago, which was confirmed by a Vivint rep. ** was told the account would be closed. ** called the following months because his card had been charged. ** submitted a written notice of cancellation and was told the account would be cancelled within 30 days. It is now March, and he continues to be charged each month.
Vivint agrees to cancel ************' service and provide a refund for overpayment.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on 6/29/21 with an initial term of sixty (60) months. Vivints records indicate that ************ called to cancel on 6/30/23. His account remained active as a written notice of cancellation was not submitted. Vivints records indicate that ************ called to cancel on 8/3/23 and submitted his cancellation notice. His account remained active. Vivints records indicate that ************ account was cancelled effective 8/2/23 and a refund check was mailed to him on 3/21/24.
A representative from Vivint has reached out to ************ in an effort to resolve this matter. ************ has no further obligation to Vivint and may contact Vivints representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/17/2024
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.
I received a notice from a collection agency for Vivint due to nonpayment in March 2024, but my account was canceled in November 2023. I had been trying to close the account out for over three months before being informed that I could not verbally request the account be canceled. Instead, I had to send an email. I canceled my account because **********************'s technician came out and destroyed my apartment complex AC because he had no idea what he was doing (I had to pay to have that fixed). A damage claim was put in for the issue, and an email was sent to Vivint asking to cancel my service. Every time I have called and spoken to someone about this account, all of the agents and supervisors say they see the notes on the account and see that a lot is happening. However, the previous agent did not attach the email you sent for the cancellation. We can't cancel the account because we are waiting for the damage department to close out the ticket, or we have everything we need, and everything has been taken care of. However, I received a call from a collection agency. On March 11, 2024, a Vivint supervisor informed me that I did not complete the form to cancel the service correctly, but the previous agent did not email me a form. Instead, he provided me with a direct email, which did not have a form attached. Instead, I was instructed to reply to the email stating I wanted to cancel my service. After receiving the correct cancelation form from the supervisor on March 11, 2024, and filling it out correctly while on the phone, the supervisor told me that he did not receive the email to cancel service even after he sent me an email from his direct email address. The issue is still unresolved because I have to wait until the cancellation team completes the final steps, which takes a few days. If I could rate it 0 stars, I wouldn't it. Instead, I would rate it a negative (-) 1 star! This is the worst company ever!Business Response
Date: 03/21/2024
March 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21445594
Complainant: Airelle Dodson
Vivint Account #: ********
Date of Agreement: October 16, 2015
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she received a letter from a collections agency for Vivint due to non-payment in March of 2024. She states her account was cancelled in November of 2023. **************** states Vivint technician came out to her home and destroyed her apartment's AC unit. She states she had to pay to get it fixed. **************** states a damage claim was opened but Vivint would not cancel her account until the claim was resolved. **************** desires a billing adjustment.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has removed the account of **************** from collections and waived the associated fees. Vivint has requested that **************** provide the invoice from the electrician to proceed with a resolution regarding her damage claim.
Vivints records indicate that **************** signed a Purchase and Service Agreement on October 16, 2015. On September 27, 2023, a Home Damage claim was created due to the report of damage caused by a technician installing the wrong thermostat. At that time Vivint requested an invoice from the electrician for the cost of repairs. On October 2, 2023, the Home Damage claim was placed as inactive due to receiving no response from ****************. On February 26, 2024, the account of **************** was closed due to non-payment.
With the provided information Vivint offers the resolution as listed above. **************** 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 LegalInitial Complaint
Date:03/17/2024
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.
On July 2023, a Vivint sales representative came to our house to convince us to switch our home security system from ADT to Vivint. He informed us that Vivint has a buy out program that will be able to buy us out of our ADT contract. He promised we would get a card with sufficient funds to pay for our equipment and contract. Once I called to cancel with ADT, they informed us that the contract was actually worth $1,844, I informed our Vivint sales representative and he said to call vivint customer loyalty so that they can increase the amount. After several calls and attempts, they informed me that all they could offer me is $1,000. The sale representative blocked my number. I am now stuck with two contracts and have been stuck with Vivint and ADT bills for the past 8 months. My ADT contract doesnt expire until September 2024, I would like for Vivint to buy me out of my ADT contract just like the sales representative promised me they would.Business Response
Date: 03/25/2024
3/25/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21444664
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: 7/8/2023
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
Unfortunately, Vivint is not able to offer more than the $1,000.00 gift card that was offered to ************** prior to the installation. To assist **************, Vivint offers to lower her monthly payment by $10.00 in addition to the $1,000.00 buyout gift card. A representative has contacted ************** via email to discuss these offers.
According to the pre-installation video and audio survey, ************** positively responded to the following question:
Vivint has agreed to pay you the cost to buy-out your existing security system contract. That payment will come as a gift card sent to the address the system will be installed. Your representative has authorized a gift card for you in the amount listed below. You will receive a link to the buy-out in your email.In order to claim your gift card, you must complete the buy-out form and upload valid documentation within 60 days of your installation. Vivint will send you a gift card for the lesser of the amount listed below and your actual termination fees listed on the documentation provided. You will be responsible for any cancelation fees greater than the amount listed below. If you cancel with Vivint, the gift card will also be cancelled. Do you understand the terms of the buy-out? Maximum Gift Card: $1000.00 Email Address: ***************************
Vivint agrees to the resolution above. ************* should contact the representative via email to further discuss.
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:03/17/2024
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.
I purchased an alarm system with cameras five months ago. Two of the cameras have not work since I made the purchased and had them installed. I have contacted Vivint a number of times to come out to fix this problem. The technicians has not shown up and has concelled without notifying me several times. Two times this month and five times since January. I waited around for nothing. I was told lies about what the problem is, even being told I would have to purchase another alarm system to cover the other two cameras that are not working. I was over charged paying over $3000 for an alarm system for a small church. I was told by a technician that Vivint doesn't really do businesses, after I paid our church money. I feel we have been taken advanged of. I would like a refund of these two cameras if they are not able to be fixed parmently. They work for a few hours and go offline, because they stop reading to the panel. This is church money and should not be taken lightly. I have been getting the run around and no support from management. When I call in no one can reach the technician. I feel the news need to hear how they take advange of small churches.Business Response
Date: 03/22/2024
March 22, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21444380
Complainant: *******************************
Vivint Account #: ********
Date of Agreement: January 6, 2024
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional to remove two of the outdoor cameras installed. Once the cameras are removed, Vivint will provide a full refund for the two cameras. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/16/2024
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.
We bought cameras from vivint and spent just over $4000. After paying for the monthly service for at least 2 Years and having nothing but problems with how they recorded and how they worked with the app, and spending hours on with customer support we decided to cancel the service. Since we own the system I should still be able to try to use the app to see the cameras, to talk through the cameras and to unlock the locks. But vivint had taken away my access now and says I can't use the app unless I also pay for the monthly subscription. That's garbage because I paid for those cameras and what I'm supposed to be able to do with them. I don't need and shouldn't have to pay for them to watch me 24/7 to be able to see MY cameras when I'm away from the house! O would like your help getting access given back to the app.Business Response
Date: 03/21/2024
March 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21442343
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 27, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she has had nothing but problems with the recordings and the app. She states after several attempts to fix the issue she requested to cancel her service. ****************** feels that since she paid for the system, she should still be able to use the app and operate her locks. ****************** desires to be able to control their cameras and lock with the app.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivints representative contacted ***************** and explained that the Vivint app is discontinued once the Vivint monitoring service is cancelled.
Vivints records indicate that ****************** signed a Purchase and Service Agreement on June 27, 2020. On March 14, 2023, the account of ***************** was cancelled upon the request of ******************. On February 29, 2024, it was explained to ****************** that she cannot have app access once the account is cancelled.
With the provided information Vivint informed ****************** that the App access is revoked once the monitoring service is cancelled. ****************** may contact Vivints representative directly with any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/28/2024
Complaint: 21442343
I am rejecting this response because:When we purchausd this system for just over $4000.00 we were told that if we chose to stop using the monthly subscription that we just wouldn't have them monitoring 24/7 for us and the ability to have them call for help. Nothing about losing access to the app! The cameras and definitely the locks are pointless if I can't see, talk through, lock or unlock them, using my phone. What is the point of owning the system rather than renting if you have to keep the subscribtion to use it properly and why isn't that told to you when you sign up. When I asked the lady who called me about this, all she said was sorry, you don't get the app if you don't pay monthly. Which wasn't the case either becuase I did have access to the app for the first 6 months after cancelling the subscription. Between the constant freezing and not being able to get to your videos which is why we decided to stop paying for the subcription, and now not even being able to try to use the app. Vivint is the worst and most expensive system out there.
Sincerely,
*************************Initial Complaint
Date:03/16/2024
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.
*** had them for 7 years and paid countless money this company has done nothing it claims. i try to cancel and they still want to charge me ***** more. they refuse to cancel my service and continue to charge me monthly after *** complained. this company is no good and since i have zero contract with them i and want their services out of my life. they are still trying to force me to pay for their services. i cant get them to stop. this is the WORST COMPANY IN HISTORYBusiness Response
Date: 03/22/2024
3/22/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21441799
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 8/16/2017
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 without penalty. ****************** has no further obligation to Vivint. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/22/2024
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:03/15/2024
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 cancelled my account in September 2023. There was zero communication between parties until today (March 15, 2024) when they over drafted my bank account with fraudulent charges ($239). I called to see what was going on, they said I agreed to a 2 year contract (not true) and it would need to be paid in full to cancel my account. My bank approved the fraud claim but funds won't return until Monday, leaving me with an over drafted account all weekend. If they attempt to collect any monies from me in the future I will hire a lawyer.Business Response
Date: 03/25/2024
March 25, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: 4/13/22
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** ***** and appreciate the opportunity to respond.
In his complaint, ***** ***** states that that he canceled in 9/2023. On 3/15/24 Vivint charged him $239. He was told he agreed to a 2-year contract.
Vivint agrees to cancel Mr. *****’s service. He has no further obligation to Vivint.
Vivint’s records indicate that Mr. ***** signed a Purchase and Services Agreement (Agreement) on 4/13/22. Vivint’s records indicate that Mr. ***** called on 9/7/23 and requested to cancel his service. It was explained that he had to fulfill his Agreement or pay an early termination fee to cancel. He chose to defer payments for 3 months, at no cost, and stated that if he needed longer, he would call back to extend the deferment. Vivint’s records indicate that Mr. *****’s deferment ended, and his billing resumed on 12/12/23. Vivint’s records indicate that on 3/15/24, Mr. *****’s called regarding the payment that was made for Dec, Jan, Feb, and Mar. It was explained that his account had been on deferment, that he had not paid the early termination buyout, and that he had not submitted a written notice of cancellation. Vivint’s records indicate that Mr. ***** removed his card from Vivint’s billing, refused to pay the early termination fee, and his account remains active.
A representative from Vivint has reached out to Mr. ***** in an effort to resolve this matter. Vivint has agreed to the above 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 LegalInitial Complaint
Date:03/15/2024
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 entered into an agreement with Vivint 09/2019. Could not afford service so I called 01/2021 for them to cancel service and they said I have to pay the outstanding equipment fee which I did since I was expected to finish paying equipment in 5 years before they can cancel. I have paid the equipment fee but Vivint will not cancel service rather my bill has gradually increase for service I do not need. I want service to be cancel. Equipment has been paid off for the 3 years for service I am not using. I do not even have internet service to get monitoring as at 01/2024.Business Response
Date: 03/20/2024
March 20, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21439554
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: September 9, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she cancelled her service in January of 2021. She states she paid off the equipment as directed. **************** states her bill has increased. **************** desires cancellation.
A Vivint representative has attempted to contact **************** in efforts to resolve this matter. Vivint offers to cancel the remaining Vivint monitoring contract without further penalty to ****************.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on September 9, 2019. On January 19, 2023, **************** requested the cancellation of her account. ********************** received verbal confirmation that her loan was paid off. **************** informed Vivint that she was unaware of the five (5) year contract. On March 15, 2024, **************** notified Vivint that she moved and again requested the cancellation of her account.
With the provided information Vivint offers cancellation of the remaining Vivint contract as listed above. **************** 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: 03/20/2024
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: 07/09/2024
Complaint: 21439554
I am rejecting this response because:To Whom It May Concern,CID:21439554I am writing to formally address an issue regarding my account with **********************. On March 15th, 2024, I filed a complaint and subsequently resolved the issue, leading to the cancellation of my account. However, I have recently noticed that Vivint has resumed charging me, despite the prior resolution and cancellation.I kindly request an immediate refund for any unauthorized charges and a confirmation that my account has been permanently canceled to prevent any future billing errors. Additionally, I would like to reopen the case to ensure a thorough investigation and resolution of this matter.Thank you for your prompt attention to this matter.Sincerely,**********************;Business Response
Date: 07/15/2024
July 15, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21439554
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: September 9, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states she previously filed a complaint to address this issue on March 15, 2024. She states this led to the cancellation of her account. She states that she recently noticed Vivint charging is still charging her.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on September 9, 2019. On January 19, 2023, **************** requested the cancellation of her account. ********************** received verbal confirmation that her loan was paid off. **************** informed Vivint that she was unaware of the five (5) year contract. On March 15, 2024, **************** notified Vivint that she moved and again requested the cancellation of her account.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has cancelled the remaining Vivint monitoring account of **************** effective March 20, 2024. **************** will be refunded any payments made directly to Vivint from March 20, 2024 forward. **************** 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 LegalInitial Complaint
Date:03/15/2024
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.
On 3/9/24 a sales representative came to my door ant 7:30 pm and said he wanted to install a security system and had a technician around the corner. I agreed on the terms that I had 7 days to cancel. I received documentation from my previous security system about what is owed & the buyout offer wasnt enough to cover my previous system and I called today 3/15/24 to cancel. I was told per my documents I had until 2 days ago to cancel and I would be charged full cancellation. They are not honoring their word. The representation by the company and sales tactics are unacceptable and immoral.
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