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
- 8,395 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:02/20/2024
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.
i had vivint cameras and alarm installed at business in 2021 everything was fine until one of my cameras stop working that is supposed to be covered by there lifetime warranty. so I called them we tried troubleshooting over the phone and could not so they sent a technician. When the technician arrived he informed that there was nothing he could do because my cameras that where installed by a vivint tech were installed against regulations because they where to high over 12 feet and that my wires was exposed to the elements. So i have called vivint several times since the first tech came out trying to get the issues resolved. they keep scheduling tech that say the same thing that there is nothing they can do. I keep calling and never getting my problem resolved it is very frustrating to have a problem that there tech caused and they will not resolve
Business Response
Date: 02/26/2024
February 26, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21320692
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 20, 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 was able to have a Smart Home Professional replace one of Mr. ***** cameras. Vivint has also created a home damage case requesting to have Mr. ***** cameras re-installed at the twelve-foot height restriction for future servicing needs. ************ 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: 02/26/2024
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:02/20/2024
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.
In June 2022 I called Vivint to cancel my services. I had signed a 5 year contract in 7/2017.I was told I couldn't because the loan with Citizen One had not been off because there was a one year pause in payments during covid. I had to wait a year until it was paid off. When I tried to cancel in 2023, they verified the loan had been paid off but that I still couldn't cancel because I had signed another contract in June 2022 for 2 years. When I asked to see the contract, it was a contract without my signature.I only had 1 year to pay off the loan so that would have been I was eligible to cancel in June 2023.Business Response
Date: 02/27/2024
2/26/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21320525
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 7/22/2017
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel ******************** account. ****************** 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 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.
July 28, 2023 sales rep *********************** #******. Went over what security cameras we needed. We told him we needed one above our back garage to pick up more. ***** said he'd be back next day to check it out. We told him we didn't want door lock. He said 3 ******** came with the package I said we need 5 total, I want 4 in house 1 in garage. He was sitting in our garage we said I have gas ************ water tank. ***** said yes you definitely need one out here. ***** said let them install everything today they'll be here in a few hours, I will come back tomorrow and check everything out.***** came back said yes you got to have the other camera on the back of the garage, just tell the installer that comes out to put ******** need the other camera put in also he will install door lock we told him we didn't want he said no problem. We told him girl installed ******** camera it worked. Another girl did the panel knocked out all our electric on that wall. He said no problem I'll get that fixed. Installer will be out in couple weeks to do everything else fix electric. After July 29 ***** would not answer phone or text. VIVANT sent text installer coming out no shows I called vivant 8-2, 8-7 8-8 3 times. ***** ****** he installed 5 smoke & camera door **** said no door lock. ***** another tech ****** fix back camera moved **** all ******** he re did everything. Still going out. He couldn't do anything with electric. Cameras not working right on our phone. No problem I'll send computer tech message get it fixed I'll be back in a week still no show. Since 11-7 got message on panel bill over due $1364. Called ******* supposed to find out why no call back. ***** spoke *** explained I was not to be charged 5 s/co only 2, camera $350. She went supervisor call back no calls ***** ******* supervisor call back nothing 11- spoke Victoria ********** $150 2****$99install=$599-$180doorlock=$419+tax7mths $70.0? Mth double charge equipment already charged. Nobody will return callBusiness Response
Date: 02/29/2024
February 28, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21315734
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 7/28/23
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, **************** states that she did not receive everything that was discussed prior to installation, equipment was missing, there were installation issues and the sales rep stopped returning her calls. She now owes more than she was originally supposed to be charged. She requests to cancel and return all the equipment.
Vivint agrees to cancel the remainder of Ms. ******* Agreement and equipment loan once the equipment has been returned to Vivint
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 7/28/23 with an initial term of sixty (60) months. Vivints records indicate that a technician went out to fix the doorbell camera on 8/9/23. On 10/5/23, **************** was given a $250 credit and a free month in a gesture of goodwill in response to the issue she had. Vivints records indicate that **************** had a technician install 5 smoke/co detectors and an outdoor camera on 10/10/23. Vivints records indicate that **************** had the cameras moved on 11/11/23 and a payment installment plan was requested to pay for the equipment. Vivints records indicate that the payment plan was approved on 2/14/24.
A representative from Vivint has reached out to **************** in an effort to resolve this matter. Vivint has agreed to the above resolution and **************** may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/05/2024
Complaint: 21315734
I am rejecting this response because: I want a supervisor somebody who can straighten out billing equipment $$$$. I am being charged double for the same equipment I already paid for one piece of equipment I did not want charged for on equipment list. I have already tried to get at least 20 calls to get this straightened including 3-1 and 3-4 trying to get it straightened out I have a case # CA-155744779.We love the system I *** not want to cancel. I want to keep it. On November 11, 2023 ****** was supposed to come out he was still busy so his supervisor who actually came out he said co/smoke detectors we're installed in wrong places and most of them were smoke detectors not co/smoke he replaced everything that needed replaced and put them in the proper places. Back camera still having issues sometimes it works and sometimes it doesn't. Can't get nobody to do there job. Say they'll call me back with corrections it never happens. I call back in told I got it I'll call you back 3-5 days does not happen.
I got a email from *********************** with a phone number to call. I call **************
When I call it all I get is contact admin than hangs up.
I would like someone to call me that can get this straightened out. Everytime I call being transferred to 5 different departments still not getting this straightened out .
Sincerely,
***********************Business Response
Date: 03/08/2024
March 8, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21315734
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: 7/28/23
To Whom It May *********************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivint agrees to send a technician to resolve ****************** camera issues and to work with her regarding her billing. **************** may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 03/11/2024
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. The lady with vivant is very thorough and helping me get this issues resolved.Yes I finally got someone to help me get this resolved. I can deal with one person not 20 different ones not getting this resolved. ****** needs to do something with sales representative to train them in making sure everything is on paper like it's supposed to be. Don't say they can do something giving you prices than they do not do there job it ends up in a mess like this has. Giving prices than sales rep doesn't follow through with it. That's totally wrong.
When you have a sales representative gives you prices and when something is going to be installed it does not happen rep needs to answer there phone & text messages not ignoring you. Never hear from him again. This is totally unreliable makes it look bad on company.
Billing sends a bill it needs to have everything explained in writing of what charges are not just a 4 dollar figure as a customer you have no clue as to what these charges are. That is wrong
Thank you so very much **** for helping me tremendously in getting this straightened out
Sincerely,
***********************Initial 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.
In 2015 I chose to have Vivint security system installed in my home because I had my husband who was ill and bedfast in our home. I realized after he passed away that I did not need this anymore nor could I afford it. In August 2023 I sent a letter requesting the service be terminated. A few months later approximately Dec 2023 I realized that Vivint had continued drafting my account $60 per month. I asked my bank what I could do and they advised me to put a stop payment. I did this and then Vivint started billing me. I repeatedly called and ask them to terminate my service. They continued to bill me and started having their collection procedures continued. I called several times and sent 2 more written requests but they continue. I spoke to one of the representatives who said his name was *** by couldnt give me his last name and he agreed to send a request to have the charges they have continued to add be dropped. He made sure I understood that it was just a request and it had to be approved. They are now telling that I have to pay $175.00 before that can stop my service. These are charges that have been added after I ask that service stopped. That is besides the $150. They drafted from my account after I requested the service stopped. I would appreciate any help I can receive. Im 80 years old and a retired teacher. I dont deserve this harassment when I have paid this company every month on time since 2015. Please advise if you can be of helpBusiness Response
Date: 02/28/2024
February 28, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21319181
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: 8/8/15
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 her account and clear the past due balance. ******************** 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: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.
After moving I've been on the phone with Vivint non-stop for hrs and hrs at a time being transferred repeatedly, promised call backs and escalations from supervisors etc. and today 2/20/24 still without a resolution. 2/1/24 I moved and was told that my current balance for the equipment I had was going to be forgiven and I would be given a brand new system at my new address with no upfront costs and waved install fees. I agreed and set up the account with all new equipment at my new address. I noticed that I didn't have any motion sensors, I asked the tech and he said I would have to call because there was no motion sensors on the package. The next morning I noticed a $252.38 charge to my acct. so I called to inquire about that and the missing sensors, I decided to deal with the unexplained charge on my acct. 1st. and was told that adding equipment during my install is where the charge came from, and they weren't sure why it was charged to my card instead of being charged to my remaining line of credit. They said the charge would be taken from my existing line of credit and refunded back to my bank acct. I then explained that I would be taking my old equipment to another property that I own and setting up service at that address as well. I was told again, instead of taking my old equipment to my 2nd address that I could receive a new system at my 2nd address afor 50% off, again I agreed and we began setting up my 2nd acct. at my 2nd property. Later I realized my 2nd property had no smart drive like it should have and since have called daily to get these issues amongst plenty others arisen from this situation handled and have yet to receive a call back from a supervisor or anyone 1) missing motion sensors at my 1st property 2) missing a smart drive at my 2nd property 3) I have yet to receive a refund for the $252.38 charge to my ******* I am missing a $300 referral credit 5) my old equipment cannot be used because it hasn't been transferred out of my nameBusiness Response
Date: 02/27/2024
February 27, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 2138896
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 4/10/20
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 work with **************** towards a resolution for her 3 accounts. **************** 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: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.
The cameras they installed never work consistently. I need them for security and they constantly need to be rebooted. They never record like they are supposed to. They are overpriced and do not do what they say they should.Business Response
Date: 02/26/2024
February 26, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21318096
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 25, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that her cameras have never worked properly and have never recorded as they were designed to. ******************** desires cancellation and Vivint to buy back her cameras.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint offers a technician free of charge to resolve any system issues. Vivint also offers a Vivint Smart ********** recording device free of charge to address the recording issues.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on May 25, 2022. On July 28, 2022, ******************** reported that her cameras were not recording. Vivints records show some troubleshooting was done. On November 3, 2022, Vivints records show the camera and panel were offline, the issues were resolved with troubleshooting. On February 20, 2024, ******************** reported that her cameras would not stay connected.
With the provided information Vivint offers the technician as listed above. ******************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/19/2024
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 Security came to my door about 4 years ago but never stated they were Vivint. The young man stated he was with my current alarm service alder. I believed him and got what he was telling me was an update for my stuff. Well, I found out the next day from my grand daughter that this was not my alarm company that it was a different one. So I called Vivint and told her to cancel because I was deceived. This was within 2 days of getting it installed. They told me I couldnt cancel. I am just finding out about you and the ability to file complaints. I am just finding out now there is a 3 business day window to cancel an alarm service. They lied to me on all of that. Within a short period of time Alder came and re installed their stuff. I called Vivint and told them to get their stuff. They said no, that I already signed a contract. So, I have been been paying 2 alarm services for the last 4 years. This is so dishonest on all their parts. I have not had their service the whole time because it is on my floor in my house in a box. I am a 79 year old lady and they took advantage of me. Shame on themBusiness Response
Date: 02/26/2024
February 26, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21316460
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 2/25/2020
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states at the time of the sale, she was under the impression that Vivints sales representative was actually an employee of her current security company at the time. ************ agreed to what she thought was an upgrade to her current system at the time. She further explains that she has been paying for two security systems for the last four years. ************ is requesting a full refund and cancellation.
To assist ************, Vivint has agreed to cancel her account without penalty.
However, it should be noted that prior to installing an alarm system, Vivint requires that all customers pass a Pre-Installation Survey for two purposes. The first is to verify certain customer information and, the second, is to ensure that the customer understands the offer presented and the terms and conditions of their Alarm System Purchase and Services Agreement (Agreement).
During the Pre-Installation survey, *********** positively acknowledged this statement: Your representative has authorized a gift card for you in the amount listed below. You will receive a link to the buy-out in your email. In order to claim your gift card you must complete the buy-out form and upload valid documentation within 60 days of your installation. Vivint will send you a gift card for the lessor of the amount listed below and your actual termination fees listed on the documentation provided. If you cancel with Vivint, the gift card will also be cancelled. Do you understand the terms of the buy-out? Elite Gift Card Amount: $1000.00 Email Address: ************************* ************ also represented to Vivint that she understood that Vivint is not affiliated with their existing alarm company. Additionally, she represented that she understood and agreed that she may be responsible for both Vivints Agreement, and any commitments to the previous alarm company. Further, ************ represented that the terms and conditions were clearly outlined on the Agreement and that no promises or commitments had been made to which were not on the written Agreement. Vivint relied on ************** representation in installing an alarm system.
As such, a refund is not warranted.However, ************ 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 LegalInitial Complaint
Date:02/19/2024
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 provides a home security service for homeowners. We had purchased video cameras and security equipment through the company and they provide support services that they charged a monthly fee for. We sold our property where we had purchased and used the security equipment and services on August 16, 2023. A Vivint representative was present and signed over the equipment and services to the new owners of the property. The monthly statement from Vivint was $67/ month up to that point. I discovered that I owed money on the equipment I had purchased through Vivint. I spoke with a Vivint agent at that point, which was September 6, 2023 and paid $ ******** for the equipment balance and $149. for the monthly service balance. I was told to email a letter of cancelation to Vivint at that time, and I did. I was told that the account would be ***************************** kept harassing me for a monthly service bill which I did not have possession of anymore. I have since been sent to a collections agency for this monthly service bill. I was told I now owe $512.18. The collections agency said this would then close the account. I was told the same thing last September, 2023. I do not trust this to be true. I feel have been mislead by this company and feel they will not quit harassing me. I have had excellent credit up to this point. I am considering obtaining legal advice. Please let me know how to proceed. Sincerely, *********************Business Response
Date: 02/23/2024
February 23, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21316028
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 9, 2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account from collections, leaving the account closed. *************** 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 LegalInitial Complaint
Date:02/19/2024
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 paid my bill regularly every month without late fees. I paid all my equipment off. I have used vivint for more than 3 years. I no longer need the account because I am moving but instead of being able to close my account they want me to buy 2.5 more years of a contract out for $400 dollars. I have in totaled paid $1800 during the three years of having the system and $650 for equipment. This is how companies collect money from people who do the right thing. This is unfair to people when relocating, certain situations should determine if cancelations can occur.Business Response
Date: 02/26/2024
February 26, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21315705
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: October 26, 2020
To Whom It May ***************** have reviewed the information provided by **. *************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that her equipment is paid off and she has used her services for more than 3 years. However, she no longer needs the service, but she is being told to buy out the remainder of her contract for cancellation. ****************** desires a billing adjustment.
At this time, Vivint agrees to cancel Ms. ******** Agreement without penalty.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $44.99, and total equipment fee of $656.99, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ****************** has no further obligation to Vivint. ****************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/19/2024
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 was a Vivint Home Security client last January of 2023 and I called them to see if they had any specials available. At that time I was paying around $83 dollars a month for monitoring and payment for the equipment that I had. The woman that I spoke with ( did not get her name) told me that she could actually bring my monthly payments down to $51 dollars a month for getting 2 new flood lights, a new doorbell cam and a new hub. I was ecstatic that I could get all the new equipment and monitoring for $51 dollars a month. She did not charge me for the installation of the new equipment, or the 2 floodlights o Im not sure about if she charged me for the hub. The first few months Vivint took out the $51 dollars a month and I was happy. I really didnt look each month what they were charging me. I lost my debit card and didnt give my new one to the company ( Fortiva) who I pay for the equipment. They called me and said they needed me to pay $151 dollars to bring it up to date. This is when I called Vivint Home Security and spoke to the *************************** her name was *****************************. She told me she would pull up the call which would take about 24 hours and shed get back to me via email. A week went by and I wrote her at about the third day and she wouldnt answer me back. So I called Vivint *************************** and spoke to *************************** he said he would definitely call me back it would take about ***** hours to get the call pulled up. That was on February 6 th. Then he wrote me on the 8th of February saying that he is waiting for the call to be pulled up which would take another ***** hours then they would decide how to proceed. I wrote him back on February 14th and the 17th with no response. My feelings are that they heard the message and heard their employee say that I only had to pay a total amount of $51 dollars a month and they think Ill just go away. Ive been paying $33 dollars over for a year now. No one will answer me once they hear the call. Im asking for your assistance with this issue please. ** also going to write to the BBB. I thank you for your time and consideration.Sincerely,***********************************Business Response
Date: 02/26/2024
2/26/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21315523
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: 5/11/2018
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** explained that she is being charged more than what she was promised. ******************** requests a billing adjustment.
A representative from Vivint has contacted ******************** via email to clarify what she thinks she should be paying. ******************* should contact the representative so her concerns may be resolved.
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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