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
- 8,400 total complaints in the last 3 years.
- 2,987 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:02/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The service has not been 6 used in years and request for cancellation has been ignored. Even after calling and canceling multiple times, they continue to bill me.
Business Response
Date: 02/28/2024
February 28, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21330622
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: April 24, 2010
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that his service has not been used in six (6) months and that his request for cancellation has been ignored. He states after several attempts for cancellation Vivint is still billing him. ************ desires a refund.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint has cancelled the account of ************ without penalty. Vivint finds that there is no refund warranted.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on April 24, 2010. On December 26, 2023, ************ notified Vivint that he cancelled over a year ago and is still being charged. ************ was unable to verify the account for further discussion. Vivint records show on January 24, 2024, the son of ************ called on behalf of ************ contacted Vivint to request cancellation and was informed ************ must request cancellation. On January 25, 2024, Vivint received the Notice of Cancellation request to cancel the account. On February 1, 2024, the account of ************ was cancelled.
************ has no further obligation to Vivint. ************ 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:02/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Good afternoon,Account ********* Original cancelation request 5/2023 within 30 days of establishing services. Your team refused over an hour on the call. You've created a frustrating customer service nightmare when truly to close an account.Today's call, at the time of this email, I'm on for 42+minutes.Agent advised it was $91 to close account. Providing my CC number another representative stated it would cost over $4,000. Asinine!Equipment fully paid for less than a year of establishing services. Your monthly charges are excessive. Your Equipment does not capture vehicles leaving/arrival. At best, the front door is only system that is up to PAR.Request to cancel immediately without any additional charges or penalties.******* Greaves718-541-2103Still on the call at 50 minutes and counting.Please ensure all call logs are pulled for this account.Business Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21327326
Complainant: ******* Greaves
Vivint Account #: *******
Date of Agreement: May 2, 2023
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** via phone to resolve their concerns. For any additional questions or concerns regarding this issue, ****************** is encouraged to reach out directly to ********************************** / ************).
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: 03/06/2024
Please be advised, I spoke with someone advising of their recommendations and I will have an update in 48/hrs. Where is the update?
Are you asking me to agree to the recommendations?Business Response
Date: 03/12/2024
March 12, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21327326
Complainant: ******* Greaves
Vivint Account #: *******
Date of Agreement: May 2, 2023
To Whom It May ***************** have reviewed the additional information provided by ********************************* and appreciate the opportunity to respond.
Vivints records confirm that Ms. ******** account, along with her retail installment contract was cancelled on February 28, 2024, without incurring any penalties.
Vivints records show that ****************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $75.99, retail installment fee of $5,508.38, and total equipment fee of $4,000 that was financed through Fortiva, plus applicable taxes during that term.
Following ****************** BBB complaint, a resolution was agreed upon by ****************** and Vivint to cancel her contract and retail installment fees without penalty. During this conversation, ****************** explains that she had settled the balance with Fortiva and will await cancellation confirmation from Vivint. As of March 12, 2024, ****************** confirmed receipt of the cancellation confirmation from Vivint, dated February 28, 2024, signifying the closure of her account without any additional penalties.
Vivint agrees to the above resolution and no refund is warranted at this time. ****************** has no further obligation to Vivint.
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: 03/13/2024
Complaint: 21327326
I am rejecting this response because: I requested a refund of monies paid to Vivint from May 2023 through February 2024 for charges that were not monitoring charges. I learned via your representative that the was a line of credit by Vivint. The in-person sales agent did not expressly stated Vivint was a financial institution and will charge these fees. These fees were described as monitoring cost through 2028. It's deceptive to lump the charge when they are not one and the same. As it relates to the signed agreement, the in-person representative stated what they shared in person was outlined in the agreement, thus reading before signing was not necessary. The in-person meeting was well over three hours, not inclusive of the installation process.I've also received "make it right" communication from Vivint. With a contract life of 4/5 years, I fully paid Fortiva in 9 months. It would be comparable for Vivint to provide monitoring services free of cost for a determined period of time and refund monies paid to them from May 2023 to February 2024 for any charges in excess of monitoring fees.
Thank you.
Sincerely,
*****************************Initial Complaint
Date:02/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We got Vivint home security four years ago and have been paying monthly on the equipment since that time, with a year still to go. We have had issues with our cameras in that time with our front doorbell camera going out a year or two ago which was replaced, but it has started having the same issues again when it's really cold. Our back camera went out this past December and Vivint sent us a new bridge and made us pay shipping for it and now the back camera has gone out again. After calling Vivint support yesterday, they were going to send another bridge to us, with us having to pay the shipping again or send a technician out. In order for us to get a technician sent out they said we had to add a service agreement to our contract at $9.99 a month. This is ridiculous considering we are still paying on the equipment. We shouldn't have to pay a single red ***** if we're still forking over $60 a month for their crappy equipment. The cameras go offline consistently and we have to reset the hub each time. We were with **** before this and it worked just fine and was cheaper, but like idiots we fell for their speech about our payments being cheaper once the equipment is paid off, which it will be in another year but the equipment is c*** We will end up paying over $3,000 for this sub par equipment. Our stupid mistake for switching to Vivint, but we should not have to pay anything to get someone out here to fix our back camera. What I really want is out of this contract and they can have their crappy equipment back and we'll go with another home security company.Business Response
Date: 02/29/2024
2/29/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21327279
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 5/4/2020
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** explains his dissatisfaction with the equipment and service. ******************** is requesting cancellation of his account.
To assist ********************, Vivint is willing to cancel his account without penalty. Vivint is also willing to add the Vivint Protection Plan to his account and waive the monthly cost. A representative from Vivint has contacted ******************** via email to discuss his resolution options.
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:02/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Today on February 21, 2024 a sales representative from your company knocked on my door. He was quite aggressive about pitching his sales pitch. Even though I informed him I was not interested. He stated you don't even know who i'm with I said you're with Vivint. He then said have i by before and I said no , it's on your shirt.
However you guys have knocked on my door about three times in the passed week. Your salesman was quite aggressiveand and I had to tell him repeatedly that I was not interested.
I would like to inform you in your company and any and all of your employees that you are not welcome on my property.
I called your phone number multiple times and no one could get me in touch with a supervisor. It has come to the point where I feel like your company is harassing me, with door to door sales techniques.
please cease and desist from your harassing sales techniques. Your company nor any of your employees are welcome on my property.
Additionally , your company should truly have a way to file a complaint against your door to door salesman.Business Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ****
Vivint Account #: ******
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. **** and a resolution has been agreed upon. At this time, Vivint has provided the information given by Mr. **** to the proper management to prevent further interaction with Vivint. Mr. **** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/21/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On November 21, 2021, I was promised new equipment by a Vivint Smart Home Salesmen. I had been with Vivint for over 5 years at that point and my equipment was failing. I was told that I can finance with ************** I was concered about a contract as I was on a month to month after a long 5 year contract with Vivint Smart home. The sales representative assured me that the only contract that I would be in is for the equipment. He told me as long as the equipment is paid off, I can cancel my service at anytime. He then stressed that the equipment had to be paid off. Never once did we discuss being in a monitoring service contract as I was on a month-to-month and didn't want to be tied to another long contract. He showed me his tablet in which he showed 60 months for the equipment to be paid off. He joked and said you'll be finished paying that off before then. Customers are not given hard copies of the any paperwork before they sign. They are only shown information on a tablet screen. This is something that has to change as it has created a lot of issues for customers of being told one thing and being roped into another thing. I believe these deceptive practices by Vivint Smart Home should be addressed as it is unfair to the consumer. I called today to cancel in which the representative was not forthcoming. I had to ask her to lay the chips on the table. She informed me that even if I paid off the equipment, I would be tied to the remainder of the contract. I was not aware that I was in a monitoring contract. As far as I understood from the saleman, I was tied to an equipment contract that was contingent upon payement in full to cancel my "month to month" monitoring service. I am disappointed and disheartened by these deceptive practices of a company that I have trusted. I would like a resolve as quickly and amicably as possible. Sales person: ******************************* (should be fired for lying)Business Response
Date: 02/29/2024
2/29/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21327066
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 7/7/2016
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ******** account without penalty. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/29/2024
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:02/21/2024
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.
Previous contract with Vivint was ending on January 16, 2024. Spoke to loyalty department to see what type of deals they had for a new contract on January 12, 2024. Vivint representative said that there would be a five-year contract $29.99 per month for 60 months and all equipment and install included. This included a new panel, a new doorbell, camera and eight new smoke/carbon monoxide detectors. My wife is the account owner but ** also on the account. The ********************** representative set up an appointment for a technician to come out on January 18, 2024. The paperwork was supposed to have been completed before the technician arrived, but Vivint said that there was an issue with sending it via email and to have the technician give us the paperwork. Once the installation was complete, the technician had me sign paperwork for the equipment even though Im not the account holder and offered for my wife to come home from work to sign. Basically about a week later I went onto the Vivint billing website and saw that $1463.44 was past due. This was my surprise, since I thought that there was no equipment charges in the deal that I worked out with the ************ on Jan. 12 2024 (recorded). After several hours speaking to several different agents, the issue has not been resolved. Yesterday (Feb 20) I noticed that money for the equipment came out of my bank. I called Vivint and they said that since I had automatic payment for my bills they could take that money out. Today they offered to lower the cost of the equipment to $800 total but Ill not get reimbursed for another seven days. Today I also called my bank Navy Federal credit Union to dispute the charge for the full amount. I am able to pay this equipment charge however, it is the principal that I should be getting what I was told. I would like to request that the equipment charges of $1463.43 be refunded and for Vivint to honor the $29.99 per month of monitoring service for 60 months that was agreed-upon on the call.Business Response
Date: 03/01/2024
March 1, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21326558
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 1/16/23
To Whom It May *********************** have reviewed the information provided by Ms. *************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************, and a resolution has been agreed upon. At this time, Vivint has agreed to provide a partial refund for 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: 03/01/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***************************Initial Complaint
Date:02/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I began w/ Vivint May 2019. I first contacted Vivint about concerns the system was not properly working November 2019. The cameras do not catch motion (with sensitivity turned up) or it will say motion detected but not record anything. The response I was given each time this was reported was that I needed to upgrade the equipment to something more expensive and had to pay for a technician to come out. I already am paying monthly for the equipment, as well as a service fee of $57.14 a month for a service that is not working. Since November 2019, the issue of the system not working was reported three times with each having the same response - pay to upgrade system. In 2021, a technician came out and replaced the backyard camera with a new one. It did nothing. Still same issue. Doorbell camera doesn't record most of the time. I had to set it to record when the door gets open to closed to catch things, but that doesn't catch if somebody is messing around on my porch. Further, if we actually SET the alarm, it goes off randomly in the middle of the night. Terrifying. We have not used the alarm to set in probably over a year because it goes off randomly.I have asked to get out of the contract, which I'm told ends in May 2024, but I'm told I have to pay a fee as well as the equipment off. This system has never worked. This is fraud. You give people a system that doesn't work and then ask for more money to fix it. This is illegal. At this point, I'm asking to be taken out of the contract without any fee for service or equipment, as well as a refund for what has been paid for the last year.This escalated because we have now had an incident with a neighbor 2/11-2/12/2024 where he came in our yard and turned off our water. Nothing was caught on camera. Cops came and asked to see our footage. NOTHING. Cop coming in the yard wasn't even being caught by camera. Now we definitely feel unsafe w/ a security system that doesn't help. You can see video of cop at door 2/12 at 1am.Business Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21326467
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 23, 2019
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** via phone to resolve their concerns. For any additional questions or concerns regarding this issue, ****************** is encouraged to reach out directly to ********************************** / ************).
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:02/21/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This system was installed at my home. Within a year of installation my door cam was not working and neither were the monitors. I had stopped paying due to malfunction. I paid the bill and things started working but shortly after it stopped working again. They informed me I needed a new door cam for $500. At that point I chose to cancel services. To date they continue to bill me. I was not set up for auto pay but they still went in and withdrew funds.Business Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21325509
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 18, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she stopped paying Vivint due to the equipment malfunctioning. ******************** states that she paid the bill and things started working but shortly after stopped working again. ******************* states that she was told she needed a new doorbell camera at a cost of $500. ******************** states that at this time she requested to cancel her service, however, she continues to be charged, and payments taken even though she is not on autopay. ******************** desires a refund in the amount of $375;charges accrued after cancellation.
A Vivint representative has reached out to ******************** in an effort to resolve this matter via email. After reviewing the account, ********************** has determined that no refund is warranted, however, Vivint has offered to forgive the remainder of the twelve-month term originally agreed to.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on May 18, 2023, for a twelve-month term. On July 17, 2023, ******************** called unable to log into her online account center.The email being used was not the one listed as a user on her panel. Once updated, ******************** was now able to access her online account center and her mobile application. October 4, 2023, ******************** called regarding the status of her account making a promise to pay. October 20, 2023, ******************** called regarding an issue she was having with her doorbell camera not having power. Troubleshooting was completed and ******************** was offered the chance to upgrade her doorbell camera with a cost. ******************** was also advised of a past due amount on the account. ******************** called back to make payment and was transferred to the automated system to make payment. On January 31, 2024, ******************** called about her service not working, she was informed about her account being past due, however, she refused to make a payment. February 2, 2024, ******************** was called about the account status and the call was disconnected. February 14,2024, Vivint debited two payments from a card that had been used to make a previous payment and was active on the account. The account was removed from autopay on October 20, 2023. As per Section 2.5 of the Agreement: Payment Authorization.You authorize Vivint or its assignee(s) to make electronic fund transfers from your bank account or charges to your credit card account (the electronic payment)in the amounts identified above as your monthly services fee, equipment charges, down payment, installation payments, installation fees, plus any applicable taxes and including all past due amounts, trip fees, service fees or amounts which may accumulate in the arrears according to the terms above and the conditions of this agreement.
To resolve this matter, Vivint agrees to the resolution of 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:02/20/2024
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.
Contract ended November of 2021 with no renewal because of the poor product. Got verbal confirmation on canceled service. Billing continued for no services provided for 6 months without any notification. Company has been horrible to work with since day one.Business Response
Date: 02/26/2024
February 26, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21322315
Complainant: ******************;
Vivint Account #: *******
Date of Agreement: October 19, 2017
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In his complaint, ************ explains that his contract ended in November 2021 with no renewal due to poot product, He further explains that he got a verbal confirmation on cancelled services, but he was still being billed for 6 months without any notification. ************ desires a billing adjustment.
At this time, Vivint agrees to cancel Mr. ***** Agreement and remove his account from collections.
Vivints records show that ************ signed an Agreement in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A notice of cancellation was not received, however, Vivint will accept this complaint as Mr. ***** notice of cancellation.
Vivints records further show that ************ stopped making his monthly payments after January 3, 2023. As such, the account was cancelled for non-payment on June 28, 2023, and was transferred to an outside collection agency.
Despite the validity of this debt, Vivint agrees to the above resolution. ************ has no further obligation to Vivint and will not be contacted further by collections.
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:02/20/2024
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.
We bought our home Jan. 12, 2024 and been in the home since 1-15-24. I called Vivint probably about a week after we bought it and asked them to turn it off as we did not want the service. I texted the former owner of the home and he advised me to call his ex which I did. She said she'd cancel. She did not. I called Vivint again to ask them if the former owners could see into our home with the cameras. He said if they had the password they could. I let him know I thought this was ridiculous that we owned the house yet they could see into it? Today we paid for an electrician to come to the house and deal with this system. When he left he must have done something as when I went out the back screen door the alarm system went off. It's so loud that i can see where someone COULD have issues with their hearing if listening too long to the sound,. We bought our home one month ago. We don't want Vivint. The company WILL NOT cancel the service in our home. When I call to have them turn it off they try to sell me their services. I have talked with the former owner who has been trying to cancel. I called her when the alarm went off today and she was going to try to cancel again she said. We paid an electrician to come today to turn off the system. When he left and I exited a screen door the alarm went off. I called Vivint and ******* was not helpful and indeed quite "snotty." He told me to pull it off the wall and pull the plug. Approaching the wall unit the sound was too loud to take my hands out of my ears. My ears are still ringing and painful. WHY IS VIVINT STILL OPERATING IN MY HOME? IT'S MY HOME NOW AND NOT THE FORMER OWNER'S. Truly, I cannot believe that this is fair? Are the cameras still working? Can the folks still see in our home? TURN OFF THIS SYSTEM, VIVINT!!! We shouldn't have to pay an electrician to turn it off. Ridiculous!!Business Response
Date: 02/27/2024
2/27/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21320820
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 9/15/2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains her frustration regarding the system that is installed in her home. ************** requests that Vivint turn off the system.
The referenced account has been cancelled.As such, the customer no longer has access to the system. In order to turn off the panel, there are two power sources that need to be disconnected. For more help,you may visit support.vivint.com.
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: 02/28/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************
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