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
- 8,408 total complaints in the last 3 years.
- 2,990 complaints closed in the last 12 months.
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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:03/14/2024
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 help
Business 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 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.
I have been trying to cancel an account with ********************** since November 2023 I have wasted countless hours on the phoneReceived just as many late bill statements..Im told after every conversation that my account has been cancelled & I will no longer receive any such statements, yet they keep showing upBusiness Response
Date: 03/18/2024
March 18, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21429182
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 16, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remining Vivint account effective November 20, 2023. Vivint has also forgiven the past due balance of $180.36. This process can take up to five (5) business days to be completed. ****************** 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: 03/18/2024
Complaint: 21429182
I am rejecting this response because:The response from the Vivint representative is the EXACT same response I have received from EVERY person I have spoken to since even before November (I had more than 1 account)
I am always assured that my account is cancelled, then months later I receive an overdue bill
Furthermore, there is no simply calling back with any questions
My average phone calls are usually 90 minutes, between waiting on hold, or waiting for a representative that actually has any authority to solve a problem
So to their resolution
I firmly stand by my complaint that they have nothing but poor customer service
I was even told that the reason that my account has taken so long to cancel, as THEY are short handed & havent gotten it processed MONTHS LATER..
The actions of Vivint are 100% unacceptable, borderline harassing, and I will NEVER be reimbursed for my time wasted having to make at least a dozen phone calls, only to be required to call back again with mistake after mistake
This business practice should have them held accountable causing a consumer so much wasted time, & grief, to do something as simple as sever a business relationship
Sincerely,
*********************Initial Complaint
Date:03/13/2024
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 had an agreement with this company when I lived in a small bungalow alone after my husband passed away. One year and 5 months later, the owner of the house sold the property and I had to move. With no where to go, I had to move in with a relative. I am a senior citizen now on a fixed income, and was informed I cannot cancel this contract without paying over $850 in contract fees for the next three years. This company totally takes advantage of people, especially seniors, and I want them to cancel this contract and I will be more than happy to mail them the camera back which I have in my closet. I have no use for this service, their camera, or a security system any longer. I spoke with ***************************, a customer loyalty rep, who threatened me and stated, "You will pay us the money, we have ways of getting it."Business Response
Date: 03/19/2024
March 19, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21428838
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: February 23, 2022
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 balance of the monitoring service agreement effective March 18, 2024. ******************** has no further obligation to Vivint. ******************* may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
Date: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.
On 14 January 2024, I contacted Vivint customer support to cancel my service. While speaking with a representative, I was provided a promotion that would reduce my service fee from ***** a month to ***** a month. Given this promotion, I accepted the offer of continuing my service. During this call, the representative claimed I qualified for a promotion, including a new doorbell camera, for only $*****. I agreed to pay him ***** to acquire the new doorbell camera. He also stated he verified it was compatible with my current system. The next day, I was charged ****** for the camera. I contacted Vivint about the discrepancy, and they stated that the promotion didn't exist but that they would apply the ****** (minus *****) credit to my Vivint account. I was fine with this at the time. Then I received the camera, and it was not compatible with my current system. I then made arrangements to have the camera returned. I obtained a return label, returned the camera, and provided all tracking information to Vivint ***************** In early February, I contacted Vivint to state I had not received my return of ******, to which the representative stated she would resolve the issue. She stated she was able to successfully process the return and to wait approximately 5-7 business days for the return to post into my account. I waited approximately 10 business days before calling back since I had not received my return. The representative stated no return had been processed to that point. She then stated she had successfully processed my return and that I should receive the refund within 5-7 business days. I waited nearly 2 weeks before calling again since I had not received the return. This same cycle has now occurred 4 times. To this date, I have still not received my return of ****** for the camera I was never supposed to be charged for and was not compatible with my current system. I am simply asking Vivint to honor the return as promised and agreed upon.Business Response
Date: 03/23/2024
March 22, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21428014
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 30, 2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** claims that he accepted an offer from Vivint which would reduce his monthly services fee and give him a camera for only $50.00, but that he was overcharged for the camera and then discovered that it was not compatible with his current system and has not been able to receive his promised refund from Vivint. **************** desires for his refund to be processed.
A Vivint representative has reached out to **************** via email to ensure that this matter is resolved. Vivints records show that a refund of $269.50 was sent back to Mr. ******* checking account on March 13, 2024. In addition, he has a credit of $187.53 on his account which will pay his monthly service fees until it is depleted.
Vivints records show that on January 11, 2024, **************** agreed to a twenty-four (24) month extension of his contract term in exchange for a reduced monthly service fee and a discounted doorbell camera. On that date, ****************** monthly service fee was reduced as promised and a credit for $200 was applied to offset the camera cost of $269.50; however, ****************** monthly auto-draft was set to come out the next day and he was charged the full $269.50 before the credit was processed. In addition to the credit on the account, ********************** also voided the invoice for $269.50. As such, when the refund for $269.50 was sent there was still credit left on the account which has been covering Mr. ******* monthly service fee since January.
**************** 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:03/12/2024
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 Vivint door-to door salesman came to my home on Feb 1, 2024 to selling home security. He state that it was a 30 days trial and If I wanted to cancel within timeframe just call to have service cancel.
I called to have services cancel within a week Feb 09, 2024 because I was relocating. This when all information were reveal to me regrading a (3 days trial, Security Equipment being finance in my name with Forvita) that I never authorize or apply for.
He never explains that we were supposed to pay Vivint and then Fortiva two separate companies payments.
The gentleman never explained that a $4000 credit line would be opened in my name. the salesman forgot to disclose some much information to consumer.
I have tried to get this issue resolve with Vivint and Forvita since I noticed the fraud charges which was FEB 9, 2024, but my case is being DENIED for all help. The rep did not even try to help to get issue resolved. “They basically stated that am stuck with the bill and equipment”.
I will love to get this resolved within , but it seem I may have to filed Federal Trade Commission Act (FTC Act) (15 USC 45) prohibits ''unfair or deceptive acts or practices in or affecting commerce against Vivint and Forvita. Am Try NOT to go this route over something that was miss communicated, which I believe it can be handle with Vivint but Vivint is NOT cooperatingBusiness Response
Date: 03/20/2024
March 19, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: ********
Date of Agreement: 2/1/24
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 she was told she had a 30-day trial. She called to cancel within a week and was then told that it was only a 3-day trial and the equipment was financed with a $4000 credit line she did not authorize or apply for, or that there would be 2 separate payments.
Vivint agrees to cancel Ms. ******’s Agreement, service and loan once the equipment has been removed from her home.
Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (Agreement) on 2/1/24 with an initial term of sixty (60) months and an equipment fee of $3247.47. Vivint’s records indicate that Ms. ****** participated in an audio and video recorded survey in which she answered that she understood that she was approved for a Fortiva line of credit, and that she understood that her monthly payment to Citizens is separate from her monthly Vivint fee. Vivint and Citizens will charge her separately for the following amounts to Vivint: $47.04 plus taxes fees and to Citizens: $57.83. Vivint relied on Ms. ****** representations to ensure that she understood her commitments to Vivint as outlined in the Agreement. Vivint’s records indicate that Ms. ****** called on 2/9/24 to cancel her account outside her right of recission period.
A representative from Vivint has reached out to Ms. ****** in an effort to resolve this matter. Vivint has agreed to the above 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 LegalInitial Complaint
Date:03/12/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company is absolutely a SCAM. I have done everything possible REQUIRED by Vivint contract to cancel this service and they are still calling me every single day and sending me bills. I have moved out of state (sold my home) paid my equipment off through ************* AND I HAVE A CONFIRMATION NUMBER , also gave more than 30 days notice AND the new home owners took over my service agreement. What is going on with this company. This company is absolutely and utterly breaking contract and harassing to the point of unlawful conduct. I am surprised a class action hasnt been started yet.Business Response
Date: 03/22/2024
March 22, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21424170
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: May 28, 2021
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** claims that he moved, paid off his Vivint equipment and the new homeowner took over the Vivint service, but that Vivint has continued to charge him for service and has not cancelled his account. He desires a billing adjustment and cancellation.
A Vivint representative has reached out to ******************** via email to ensure that this matter is resolved. At this time, Vivint has cancelled Mr. ********* account and cleared the balance.
Vivints records show that ******************** signed a System Purchase and Services Agreement (Agreement) on May 28, 2021 with an initial term of sixty (60) months, a monthly services fee of $36.47 (plus any applicable taxes), and a total equipment fee of $3,921.95 which was financed by ************* and payable in monthly installments during the initial term of his Agreement. This Agreement states that a thirty (30) day written notice is required to cancel (Section 2.1). Vivint provides the opportunity to cancel the service Agreement without penalty if the equipment loan is paid off early. ******************** contacted Vivint to request cancellation and approve the new homeowners takeover of the service after paying off the equipment loan, 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 he 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 Legal
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