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:03/15/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint fire claim CA-********* chicken on the stove When I went outside, my ************ talked. 1 of 2 dogs was outside with me and 1 inside sleeping. I heard howling & eventually smoke was coming out of my screen door. witnesses/neighbors were outside. No alarms were heard. ************** ***** ran to the house. The inside was filled with black smoke. I had to get my dog out ********* went in. We had to run out to breath, she went to 1 window to open it and I went to the stove, removed the skillet from the burner and ran for my dog. He was in bed howling. He could not get down. I grabbed him, put him outside as ***** and I opened all windows. She brought a fan down to put in the window. Still no alarm. Everything in the kitchen and some throughout the house was sticky and gooey. I later found out that was from a protein fire. This actually happened twice in a short time period. 1 evening, a really bad odor woke me. It was about 3a.m. in the kitchen there was a thin smoke. I called 911 and the fire **** came. They found the problem to be electrical and no alarms alerted the family. I called Vivint and reported that my alarm did not work. I asked that my account be closed. But, they kept charging me. I called several times and told them to discontinue service since it is not working. I was transferred to fire events. I spoke w/ ******** repeatedly via ************* I did as she asked, I got quotes, and sent pictures. The Protein smell never left the furniture and the floors were constantly gooey. when I saw that all of our messages were gone on my computer. I called. A woman, **** said ******** was transferred. She said they are not responsible and will not pay damages. I put my service in my name after years of the service being in my aunt's name. I believe that was when my service was never connected. They no longer returned my calls but, the bills kept coming. they were sent to collections. Last message i sent was april 2023.
Business Response
Date: 03/21/2024
March 21, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21436525
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 12, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that her system failed to detect smoke in her home on two separate occasions. ****************** states that she called to report that her alarm did not work and requested to cancel, however,her account had gone to collections. ****************** desires to account removed from collections, a refund of payments made while the service was not working,and the damage to her home paid for.
A Vivint representative reached out to ****************** in an attempt to resolve this matter via email. After reviewing the account, ********************** agrees to remove the account from collections leaving the account closed. ********************** has determined that no refund or compensation for damages is warranted. ****************** has no further obligation to Vivint.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on December 12, 2020. On June 2, 2022, ***************** called due to the smoke detector beeping and a low battery alert.Troubleshooting was completed and determined the batteries needed to be replaced.****************** did not have any batteries at that time. It was agreed at that time to disable the smoke detector so it would not upset her dogs. On September 18,2022, ************ called Vivint saying she had a fire, and the smoke detector did not trigger. Vivint representative checked the alarm history, confirmed there were no recent events and determined the smoke detector was disabled and explained this to ******************. October 11, 2022, Vivint attempted to call ***************** to schedule a Smart Home Professional to check the system and to request a copy of the fire report. October 13, 2022, an email was sent to ***************** providing the information that was to be discussed on the phone call. October 14, 2022, ****************** responded to the email saying that the first incident was caused by her cable company cutting some wires. ****************** began smelling the burning wires and called the fire department. The second incident she had left something cooking on the stove, went outside and began talking to her neighbor forgetting she had left something cooking on the stove. The fire department was not called on this occasion. Upon receiving the fire report of the first incident it was determined the fire smell of smoke was coming from the basement, there was no visible fire, and the source of smoke odor was from a bad light ballast. The fire department disconnected the power then capped and taped off all wires. Several communications went back and forth between October 17, 2022, and March 10, 2023,waiting to receive all the requested information fire report, pictures of damages, and estimate of repairs. On March 10, 2023, Vivint received pictures of the damage as stated by ******************. Vivints representative reviewed the pictures, sending an email to ****************** stating that there did not appear to be damage in the images received. March 30, 2023, an email was sent to ****************** explaining that the claim was denied after reviewing the fire report and ***************** confirmation that there was no actual fire. Also, in the email a request for a fire report for the second incident was requested. March 31,2023, ****************** confirmed that she did not call the fire department saying there was no time to call as she was trying to get her dog out of the house. It was determined that there was no fire but a lot of dark smoke therefore, there is not a fire report. ****************** was advised the second occurrence would need to be reported to her homeowners insurance for any damages.
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 she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint 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.
My Vivint alarm system is not operating correctlyI asked for help and I was told that the system old and cannot be repaired and that I will have to upgrade to the newer system and agree to a 24 month contract if I want an alarm system that works correctly. They will NOT repair the system that I am still paying for every month. I feel that they should upgrade to a new panel since they are not able to repair the one that I have and am still being charged for.Business Response
Date: 03/21/2024
3/21/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21436484
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 6/26/2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
****************** explains he does not want to pay for an upgraded panel.
At this time, Vivint has agreed to provide an upgraded panel at no cost. ************** may contact Vivints representative directly with his availability to schedule an appointment and 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:03/14/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A worker from ****** was doing door to door sales. My boyfriend at the time thought it would be good to get a security system so we signed up for one. We were short on money at the time which was a deterrent for getting it. The salesman offered to have the first month for free and had us sign paperwork to get everything installed. We had talked about what the monthly payments would be after the first was free. Later, someone came and installed the system. We had the system for over a year and never really had problems with it. Near the end of me living at that household before ending my relationship, I got a letter in the mail from a loan company I had never heard of. Ive gotten a ton of spam mail in the past of companies just trying to get money out of people. I asked someone else in the household their opinion on the letter and he agreed that he thought it was spam. The letter indicated that i owned just under $3,000. I had looked at my credit score multiple times before this letter and after this letter and never saw any loans from that company indicating that i owed anyone money. I threw the letter away. Months later after ending the relationship and household, I called Vivint to get the security system switched out of my name and to the people that live there. They told me I couldnt cancel or switch the policy until all payments had been made. I was very confused and asked what payments because I no longer lived there but knew they made monthly payments. That was when they brought it to my attention that there had been a loan taken out to pay for the equipment and the installment. Both my ex boyfriend (*************************) and I had never been made aware of or agreed to this loan. They are requiring payment of the loan before the account can be switched or shut off. I never once received a call, text, email, or letter in the mail requesting payment for this loan. I do not have the extra money to pay said loan. We wouldnt have agreed to the system had we of known.Business Response
Date: 03/20/2024
March 20, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21435784
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 7, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she called to get the security system switched out of her name due to ending her relationship and moving out of the home. ****************** states that it was brought to her attention that she had an equipment loan that needed to be paid off before the takeover could be completed. ****************** desires a billing adjustment.
A Vivint representative has reached out to ****************** in an effort to resolve this matter via email. After reviewing the account, ********************** has offered to cancel with forgiveness the remaining balance of the monitoring service agreement, however, ****************** will remain responsible for any balance remaining on the equipment loan with Citizens.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on September 7, 2020. Vivints records also indicate that ****************** participated in a Pre-Installation Survey (Survey)on September 7, 2020. During the Survey, ****************** acknowledged and agreed to the equipment loan with Citizens. ****************** also acknowledged and agreed that there would be two separate monthly payments, one to Citizens for the equipment loan and one to Vivint for the monthly monitoring service fee for a term of 60 months. May 25, 2023, ****************** requested for the account to be taken over. June 7th and 8th, 2023, attempts were made to obtain verbal permission to have the account taken over and to receive confirmation the equipment loan had been paid off in full. A final attempt was made on June 12, 2023;however, the mailbox was full. An email was sent to inform ****************** the account takeover had not been completed as Vivint was unable to confirm acceptance of the takeover. It was explained that ****************** could try to find someone else to take over the Agreement. It also explained that since the account transfer failed, ****************** is still responsible for the Agreement and the equipment loan with Citizens.
To resolve this matter, Vivint has offered the resolution as stated above. ****************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/14/2024
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.
Vivant overcharged me and my husband for our home security system for hardware that we never received and refused to refund us. We spent multiple hours on the phone to their customer service over the course of multiple calls and were not able to find a resolutionBusiness Response
Date: 03/25/2024
March 24, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: ********
Date of Agreement: January 13, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** claims that she and her husband were charged for equipment that was never installed and they have not been able to receive a refund from Vivint for the additional charge. Ms. ****** desires a refund.
A Vivint representative has reached out to Ms. ****** via email to ensure that this matter is resolved. Vivint’s records show that, as of March 19, 2024, the line of credit which financed Ms. ******’s equipment has been adjusted to reflect the cost of equipment actually installed. In addition, Vivint has sent refunds to the credit card on file as a show of goodwill.
Vivint’s records show that the initial equipment package agreed to at the time of sale included five (5) cameras; however, only three (3) cameras were installed. Vivint refunded the line of credit for one of the additional cameras on February 1, 2024, but the additional refund to the line of credit was not processed until March 19, 2024. Due to Ms. ******’s contact with Vivint regarding this discrepancy, refunds of $200.00 (on February 23, 2024) and $133.53 (on March 14, 2024) were sent back to the credit card on file as well. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/14/2024
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.
There was no mention of equipment fee when system was installed. Installation was 4-14 23 and I wasn't billed for equipment until several months later. I called when the statement came but it only showed the last 4 digits of account number so I couldn't access account. I called ********************** to ask and the guy said it was the credit card I applied for on the equipment. that never happened. I did not sign a contract with them. I would never have agreed to pay ******** for equipment.Business Response
Date: 03/21/2024
3/21/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21432936
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 4/14/2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel his account and forgive his line of credit and fully refund him upon receipt of the equipment. ************** 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: 03/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***********************Initial Complaint
Date:03/14/2024
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 had Vivint Security Services for the last 5+ years. I recently retired and I’m trying to cut costs and in December asked them to cancel my service. They said I needed to send a notice with some information, which I did. I used the email that they sent and provided the information and returned to them. I never heard back from them so I placed a call and the lady i talked to said my return email was not received. While we were on the phone she asked me to send it again. She said she received it and now would cancel the service.i have her name and email address. This was December 10,2023. I realized in February that they were still billing me. So I called back 3 times and kept getting representatives that said no email was received. I finally asked for a supervisor and he said he would take care of everything and I would be refunded. He said that I had misspelled Vivint in my original email and that is why it wasn’t received even though the representative that I spoke with said she received it while we were on the phone. I called Amex to dispute the charges and Vivint told them that I hadn’t sent any notice until February 28,2024. As of March 14 my security has not been cancelled. This is a nightmare. I have always just been able to make a phone call to cancel a service or subscription. I feel like this is a scam. I can’t afford to keep paying for this and I don’t know where to turn for helpBusiness Response
Date: 03/25/2024
March 24, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: June 23, 2017
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** claims that she has been requesting cancellation of her Vivint account since December 2023 but Vivint has still not cancelled it. She desires cancellation and a refund of $91.12.
A Vivint representative has reached out to Ms. ***** via email to ensure that this matter is resolved. At this time, Vivint has cancelled Ms. *****’s account and is sending a refund of $91.12 to her via mail.
Vivint’s records show that Ms. ***** signed a System Purchase and Services Agreement (“Agreement”) on June 23, 2017 with an initial term of sixty (60) months, a monthly services fee of $39.99 (plus any applicable taxes), and a total equipment fee of $638.65 which was financed and paid in monthly installments during the initial term of her Agreement. This Agreement states that a thirty (30) day written notice is required to cancel (Section 2.1). Ms. ***** contacted Vivint to request cancellation of her service, however, her first notice of cancellation was emailed and the email address was spelled incorrectly so it was never received, and the account remained active. Vivint received a notice of cancellation from Ms. ***** on February 28, 2024.
Vivint agrees to the above resolution. Ms. ***** has no further obligation to Vivint and she will receive a check to refund her payments made in January and February. 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: 03/25/2024
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:03/14/2024
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.
The company has been contacted multiple times now for the same issues. Very few have been resolved. They setup a repair appointment for 3/12/2024 at 8:00 AM for a technician to come out and no one has yet to come and it is now 3/14/2024 and no explanation has been given. My security cameras have lag, display issues, deter randomly plays whether or not its scheduled to be on, the person detection doesn't always work leaving my home and my delivered valuables unprotected. I have requested multiple times for these repairs, some troubleshooting has been done. No resolution. I have worked with their ********************* to ensure repair, has not been accomplished. I have only been issued credits a few times. Issues have properly reported and I have requested their service be removed from my home for a service I pay is not working nor being properly repaired. They always ask for another chance and don't make good on their promise. My thermostat on the app shows running **** on the screen, but the other part of the screen shows not running and the **** is literally not running.Business Response
Date: 03/21/2024
3/21/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21431607
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 4/8/2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ******** account and forgive the equipment line of credit. ****************** has no further obligation to Vivint. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint 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:03/13/2024
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 full price for equipment and service for 5 years. Was told that after 5 years the equipment was mine and I could continue to using it minus the monitoring services. I called to cancel after paying $70 per month for 5 years and the equipment is useless now since they completely turn off the app functionality.Company is scamming people and forcing consumers to pay for services in order to use equipment that they paid for out of pocket. Will be thrown away the equipment but will never use or recommend this company to anyone. Beware!!Business Response
Date: 03/19/2024
3/19/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21430120
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 9/8/2018
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** explained he is disappointed he cannot utilize the mobile app without paying for the service.
To assist ********************, Vivint is willing to offer the service at $10.00 per month.
By way of explanation, section 16 of ********************* contract with Vivint states:
The System is programmed with copyrighted and proprietary software (the Software) to work solely with our monitoring service. Subject to the terms and conditions of this Agreement, we hereby ***** to you a non-exclusive, revocable, non-transferable license, without any right to sub-license, to use the Software during the applicable Term, solely for your use of the System (the License)
A representative from ********************** has contacted ******************** via email to offer a discounted rate.
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:03/13/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint trains sale representatives to solicit money savings on power bills. They have their contractors to aggressively encourage signing of documents so they can quickly install less than you actually need. Their next suggestion is to suggest you purchasing more panels. Simply put, they are false advertising. As a consumer, the realitiies are not disclosed. They are unable to answer up front questions and as soon as your warranty hits (before you can measure effectiveness) , you are passed around with apologizes and refrences to the fine print that initially was given quick reassuring answers.You would almost certainly need an electrician, alongside an attorney to proof read through the contracts you are harassed to sign. They will follow up, call, message and leave voicemails saying anything to ensure the sale . I am now twenty thousand plus dollars in debt on something that is not an investment nor shrinking my bill as suggested. A significant unneeded added exspense that was aggressively suggested. Whats even more disheartening is that Vivint is likely steady taking advantage of other fanacially desperate homeowners, elders and illiterate people. People that *** be actually be trusting their provider at face value . While I understand the concept of capitalism- are we completely disregarding ethics, jargon that would go over consumers heads, false advertisement and intentional baiting? Now, the loan company, contractors, nor my Vivint want to assist in undoing or returning epiqment.Business Response
Date: 03/20/2024
March 20, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21430033
Complainant: ***********************
Vivint Account #: *******
Date of Solar Agreement: 7/15/22
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 work with ************** towards a resolution. ************** 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:03/13/2024
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.
Unable to cancel contract. No one will describe the procedure to end my expired 5 year contract.Business Response
Date: 03/22/2024
March 22, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21429266
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: February 22, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** claims that her contract with Vivint is expired but nobody will explain how to cancel it.
A Vivint representative has reached out to ************** via email to ensure that this matter is resolved. At this time, Vivint has cancelled **************** account.
Vivints records show that ************** signed a System Purchase and Services Agreement (Agreement) on February 22, 2019 with an initial term of sixty (60) months, a monthly services fee of $29.99 (plus any applicable taxes), and a total equipment fee of $906.99 which was financed and paid in monthly installments during the initial term of her Agreement. This Agreement states that a thirty (30) day written notice is required to cancel (Section 2.1). ************** contacted Vivint to request cancellation of her service at the end of the initial term, however, a written notice of cancellation was never provided and the account remained active. Vivint apologizes for any miscommunication regarding the cancellation process, and for any undue delay this may have caused.
Vivint agrees to the above resolution. ************** has no further obligation to Vivint and she may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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