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
- 8,409 total complaints in the last 3 years.
- 2,986 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:02/01/2024
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.
Vivint is obviously a company that uses deceptive tactics to defraud its customers. I bought my security equipment outright. During the installation, the technician mentioned that the deadbolt lock was not extending properly. He messed with it for another 30min, then told me it was working. Over the next few weeks, I noticed that the lock was again having problems fully extending. This issue (or something else) was causing the batteries in the lock to go out VERY frequently. I got locked out a couple times, because it wouldnt open electronically. Therefore I carried the key with me to make sure I could gain access to the house. I called several times about the issue, but kept getting delayed, or told someone would call me back. I understand now, that this was a tactic they used to push my issue out past the warranty period. Vivint states that there is a copay of $99 that is applied after 120 days, no exceptions. Im fairly certain that my first call was within that time period, but I was stalked and delayed purposefully. ~10 calls later, I had to agree to settle on 1 month credit, without have the ***installation fee being waived. So I paid $50 to have Vivint fix a problem they were responsible for, in the first place. That, coupled with the terrible customer service, puts me in a position where I cannot and will not recommend this company to anyone! Buyer beware: Vivint is dishonest and cheap. Ill be doing my best to escalate my complaint, and the BBB is just my first stop.
Business Response
Date: 02/06/2024
February 6, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21231752
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: June 24, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to clear the balance of $51.88 and to refund ************** $195.29 for the door lock he was charged for. ************** 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: 02/06/2024
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:01/31/2024
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 BEEN WITH THIS COMPANY FOR TWO AND A HALF YEARS AND HAVE BEEN FRUSTRATED THE WHOLE TIME. THEY LOGGED ME OUT AND I CANNOT GET BACK IN SO I CANNOT SEE ANYTHING ON MY PHONE. I CALLED A FEW DAYS AGO AND WAS TOLD ALOT OF PEOPLE HAD THIS PROBLEM AND HE WOULD CALL ME BACK IN AT LEAST A COUPLE OF HOURS. I NEVER RECEIVED A CALL BACK. THIS COMPANY DOES NOT CARE ABOUT THEIR CUSTOMERS. I DO NOT WANT TO GIVE THEM ANY MORE MONEY AND I WANT OUT OF THE REST OF MY CONTRACT.Business Response
Date: 02/07/2024
Tell us why here...
2/7/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 7/24/2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
In her complaint, Ms. **** explained that
she is experiencing difficulty logging into her mobile application.
A representative has contacted Ms. **** via
email to attempt to assist her.
Vivint’s records show that on July 24,
2021, Ms. **** signed an Agreement for an initial term of sixty (60) months.
There are over two years remaining on her Agreement. If Ms. **** would like to
cancel her account, she may pay off the remaining months of her Agreement.
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: 02/07/2024
Complaint: ********
I am rejecting this response because: The person that emailed me apparently never read the complaint. I already contacted them and I got nowhere. Their system is so messed up they cannot even email me so I cannot even get a password reset. I am paying for something that I cannot even use. This has gone beyond ridiculous. I have never even heard of anyone who likes this company. I never would have signed the contract if they had been upfront with me and said that their equipment doesn't work well with android phones so basically they did not disclose everything.
Sincerely,
***** ****Business Response
Date: 02/14/2024
2/14/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: 8636292
Date of Agreement: 7/24/2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
A representative will be contacting Ms.
**** via phone to troubleshoot the issue.
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: 02/14/2024
Complaint: ********
I am rejecting this response because: I TALKED TO A REPRESENTATIVE AND THE ONLY WAY TO RESOVE IT WAS TO GET A GOOGLE ACCOUNT WHICH I AM NOT GOING TO SET UP. I RECEIVE EMAILS FROM VIVENT ABOUT MY ACCOUNT AND ADVERTISING FROM THEM SO WHY CAN'T THEY EMAIL MY PHONE? THEY DID NOT DIVULGE IN THE BEGINNING THAT THEY HAD PROBLEMS WITH ANDROID PHONES OR I NEVER WOULD HAVE SIGNED UP. BASICALLY THEY DID NOT DISCLOSE WHAT THEY SHOULD HAVE. I AM GUESSING THAT IS WHY YOU HAVE TO SIGN A FIVE YEAR CONTRACT OR PEOPLE WOULD BE LEAVING IN DROVES.
Sincerely,
***** ****Business Response
Date: 02/20/2024
2/20/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 7/24/2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
A representative recently reached out to
Ms. **** via phone to troubleshoot the issue, however, Ms. **** hung up on the
representative. Out of goodwill, Vivint has decided to cancel Ms. ****’s
account without penalty. Ms. **** has no further obligation to Vivint.
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: 02/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** ****Initial Complaint
Date:01/31/2024
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've been a customer with ********************** for around 18 months now. Over the past several months we've had many false fire alarms. Luckily we have been at home during the majority of them. However we were out of the country for one of the alarm activations. The fire department was called and they determined there was not a fire at our residence. The situation was caused by a false alarm, which could have resulted in property and/or bodily damage. I contacted Vivint about the false alarms they said they could not send replacement units to determine if that would rectify the issue. They instead said that we needed to have it documented only in my customer profile. Later this week I had more issues with the combination fire alarms, the detectors would not communicate with the Smart Hub, thereby resulting in an incomplete test affirming the systems functionality. A manager refused to speak with me to address my concerns as well. All I am asking for is that the said defective detectors and/or Smart Hub be exchanged, and that I do not have to pay a $100 technician fee to bring my security system to full functionality and confidence. Since these detectors are for life saving functions such as fire, smoke, and carbon monoxide detection I strongly feel this is an ethically justified position.Business Response
Date: 02/05/2024
February 5, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21229452
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: May 26, 2022
To Whom It May ***************** have reviewed the information provided by Mr. ********************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ************** via phone in an effort to address and resolve the current issue. Vivints record indicates that this issue has been resolved to Mr. ****** satisfaction.
For any additional questions or concerns regarding this matter, ************** 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:01/31/2024
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 recently tried to cancel my security services through Vivint again earlier this week, but they said I agreed to another contract in May of 2023. However, when I called Vivint in May of 2023, I requested my services be cancelled at that time, but they transferred me to several representatives. The last representative convinced me to agree to a lower monthly cost service "for a few months". Nevertheless, we have not set the alarm on our Vivint home system since May of 2023 due to it ringing unpredictably during the night and early morning hours. This unpredictable ringing was the cause of me desiring to cancel my services in May of 2023, and I asked if Vivint could send a maintenance person to my home. However, they continuously told me last year to follow the trouble shooting suggestions on their website, which were not helpful. Earlier this week, my wife tried to cancel the services, and she was told that I agreed to another contract in May of 2023, but she nor I did agreed to a contract that would last to "****" as she was told earlier this week. A contract ending in "****" was not discussed with me in May of 2023 when I tried to cancel my service the first time. My wife ******* was also told earlier this week that we would have to pay "$800" to get out of this supposed contract. Therefore, me and my wife both asked different Vivint representatives on separate days to send us a copy of this supposed contract; and we were told the contract would be sent by email to her email "within 24 hours". However, she has never received copies as requested within the time frame explained to us. Additionally, I was told this week that I could not cancel the service because only my wife was "authorized" to make changes to our Vivint account. If this is the case, I could have never authorized a contract lasting until "****" in May of 2023 because my wife did not talk to Vivint at all in May of 2023. We have paid $385 since May of 2023 for a service we do not use.Business Response
Date: 02/07/2024
February 7, 2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21228092
Complainant:***************************
Vivint Account #: *******
Date of Agreement: July 28, 2016
Date of Addendum: May 29, 2023
To Whom It May ***************** have reviewed the information provided by Mr. *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ******************************* via phone to resolve this issue. Vivints record indicates that this issue has been resolved to Ms. ******* satisfaction. Mr. ***** **************** may contact Vivints representative directly with any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/31/2024
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 been with Vivint for over 10 years. There have been multiple problems with their customer service but we have dealt with it. It usually takes hours on the phone to resolve anything and even then multiple calls are required. We recently attempted to move our system to a new home. They told us our system was still a good system (had upgraded less than 4 years ago) and that we should uninstall at old home and reinstall at new home. We paid the uninstall fee of $175. Got the system uninstalled. Had a no show installer (to reinstall at new home) twice over a month and a half (meanwhile they are still charging me for monitoring that is not taking place). Called again to reschedule the system install in new home and was told that I needed to upgrade my system as it was old (trying to up sell me). I asked why they would charge me $175 to uninstall as system that was too old to use. Continued to argue with me that I needed to upgrade. Finally I said I wanted to canc my account, then said he would schedule someone to come out. I said no, I wanted to canc my account, he kept talking about dates to have the installer come out. I hung up, called back to customer care. Was told I could not canc, I had to go through the move department first. The company is a mess, wastes time on the phone, pressure sells their customers in ways that are preditory. I was held hostage, unable to canc my account until they brought me to tears. Only after breaking down on the phone did they give me an email that I could send to canc but it would not take effect for 30 days (another month of paying for a service we are not receiving).Business Response
Date: 02/06/2024
February 6, ****
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 21225875
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 16, 2012
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she attempted to move her equipment to a new home. **************** states that it has been over two months,and the equipment still has not been re-installed in her new home. **************** states that she was told her equipment needed to be updated, however, she just updated it four years ago. **************** states that at this point she requested to cancel, however, Vivint pushed back. **************** desires to have the monitoring service cancelled.
A Vivint representative attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** agreed to cancel the monitoring service effective February 1, ****, when the written notice of cancellation was received, waiving the 30-day waiting period. **************** has no further obligation to Vivint.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on June 16, 2012. Someone other than the contract signer, ****************, called on October 17, 2023, to have the services and equipment moved. Vivints representative informed the caller that verbal permission needed to be provided by **************** as she is the contract signer. November 9, 2023, **************** called to have the services and equipment moved, however,there was a system issue that was preventing the scheduling of a Smart Home Professional. The issue was resolved, and a Smart Home Professional was scheduled for November 18, 2023, that was cancelled and could not be rescheduled for the same day. At this point, **************** requested the services to be cancelled. January 31, ****, **************** called requesting to cancel due to not being able to get an appointment scheduled to move the equipment. Vivints representative provided **************** with the cancellation process. February 1,****, Vivint received a written notice of cancellation.
To resolve this matter, Vivint agrees to the resolution as stated above. **************** has no further obligation to Vivint. **************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, while the facts presented by VIVINT are not entire accurate, I find that this resolution is likely the best that can be expected.
Sincerely,
*********************Initial Complaint
Date:01/30/2024
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 1/16 Vivint sales rep came home and mentioned to us that since we have Home Pro already installed they will buy out whatever amount needed to pay Home Pro. After signing off with them the next day they installed their equipment and uninstalled all Home Pro devices. A day later when I called Home Pro to cancel their services I was informed that the amount for the Buy Out is *******. **** letting that info with Vivint they refused to pay that money. Now I'm stuck with both of them and neither of them are ready to cancel their services. I do not need their equipment and have the Home Pro devices packed and ready to be shipped to wherever they need me to and with Vivint they will need to come by and uninstall them. Please advice how do I pay for both services when I'm using just one. I do not want either of their services. Please let me know what documents would you need concerning this. I am disabled with just an eye and suffered stoke multiple times. I do not want to take the stress of paying them when I do not need their services.Business Response
Date: 02/05/2024
February 5, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21223245
Complainant: ********************;
Vivint Account #: ********
Date of Agreement: January 17, 2024
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to **************** via phone in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, **************** 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:01/30/2024
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 canceled my service after realizing I was still being billed, even after confirmation of the new owner taking over the contract.Account access is even restricted proving so.I called to put a nail in the coffin and be done with vivint. I paid $500 left on the contract even though I shouldn't have had to if the account was taken over.Over the past few months months, I've been billed $50-$100 every month despite me calling and speaking to a representative to confirm the Cancellation. I'm told the same thing each time and am surprised with another bill each month. There is also absolute refusal to get me over to a manager or legal team.I have documented all transactions, phone calls, cancelations, emails, etc.I have this all ready to go at my disposal and this marks my last effort to have Vivint assist in rectifying the issue.Business Response
Date: 02/05/2024
2/5/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21221571
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 9/27/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint has cancelled ****************** account and refunded $150.84.
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:01/30/2024
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 December 18, 2023 I requested a cancelation of service. I received a Notice of Cancellation on December 18th at 9:46Am via email. I replied as instructed by the loyalty department representative who confirmed that the notice was received.
On January 3, 2024 I observed another charge on my credit card and called Vivint once again. I was told I was being charged again because there is a 30 day cancelation wait period and I would be refunded for the residual additional payment made. I received no refund.
Uncertain that I could rely on the company's honesty, I took a screen shot of the Vivint app, which shows that my account would have no further charges.
On January 30, 2024 I was charged once again. I called and after 2 hrs on the phone, was told I was under contract until 2026.
I asked to see a copy of my contract, which clearly states it was a month to month contract because I paid for the equipment in full.
I am now waiting to speak to a supervisor because Vivint refuses to email a confirmation that my account is closed.
The app shows my account as active however I did not reactivate the account. I tried to remove the credit card t prevent future payments from being taken from my account and was not able to do so until a customer service representative assisted me.
I was able to receive an email that my credit card was removed from the file to I avoid additional charges and I was told that I would receive a refund for the extra payments but the representative refused to provide anything in writing regarding a cancelation.
I would like to have written proof that my account was closed and that I will no longer be charged. Additionally I would like to formally request a refund for the extra charges made and that I no longer receive emails, phone calls, and text messages asking me to reactivate my service.Business Response
Date: 02/05/2024
2/5/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: 11/30/2021
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint cancelled
Ms. ******’s account and refunded $57.72. Ms. ****** may contact Vivint’s representative
if she has any 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:01/30/2024
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 October of 2023, I contacted them and requested to close my account. The representative told me, I could transfer my account to another person if I was interested in that person receiving the same agreement I had. They also promised to provide me with a gift card for the referral. I told them I would provide them with a contact number for someone I thought might be interested, but regardless, I wanted to end my involvement with Vivint. The representative assured me the process would take about three days to finalize and that my account would be closed or transferred out of my name. I received an Email from Vivint in January of **** with information about an active account. I immediately reviewed my banking statements and discovered, Vivint has been charging me $67.14 every month since I canceled service. I also was charged $179.00 for equipment, which I own. I called Vivint back on 01/20/**** and was on the phone with 3 different reps. for 1 hr and 30 mins. They assured me they would resolve this and refund all my money back to me because my account was never properly noted about a transfer of service. I was emailed a notice of cancelation document, which I signed and returned to them. I received confirmation that the notice of cancelation was received. I later was refunded the $179. On 01/26/24 a representative of Vivint called and stated she was going to process my transfer. I told her no and advised her I closed this account. She stated it was not closed properly according to our contract and by law, I have to submit a notice of cancelation, then wait 30 days for it to be closed. I told her to close the account and send me a copy of our contract because I was month to month and not bound by a contract our Vivints rules. The call disconnected, and I called back and told them I already submitted a notice of cancelation and requested documentation that I agreed to their terms in reqards to how I should close my account. I also requested a full refundBusiness Response
Date: 02/05/2024
February 5, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21220888
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: July 9, 2014
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 Vivint monitoring account without further penalty or fees. ****************** 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:01/30/2024
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.
So myself and my husband signed up and they was suppose to buy out Brinks the company we had before . So we assumed that did because after they said they was gonna do it we heard nothing else about it until the collection agency called and said we owe a balance of $900. I have reached out to Brinks to see if it was ever paid and it was no . We called Vivint and first they told us it was paid then they said it wasnt . Now they saying because its been a year but they are not paying it . So I asked can well the money they was gonna pay can they accredit this bill or come and get the stuff and let me out my contract . They said They not doing either and seems like Im short and gonna have to pay my own ********************* plus the vivint bill . I told them they lied to get us to sign up and something needs to be done . They told me well I need to figure it out . I asked to speak with a supervisor and they keep transferring me to different people but no one wasnt helping me and the phone was disconnected . I tried calling back but when they answered the phone they was like we cant help you .Business Response
Date: 02/06/2024
February 6, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21220665
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 6/7/22
To Whom It May *********************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, **************** states that a sales representative said Vivint would buy out her existing security contract. She claims she never heard anything about it and assumed that it had been paid. She received a collection notice saying she owes Brinks $900. Vivint has said that it has been over a year and can no longer be paid.
Vivint agrees to one of the following resolutions:
1. Vivint offers to put a credit on **************** account for half the amount owed. It would be placed on her account to pay her monthly payment for about 10 months while she works with the collection agency.
2. If **************** wish to cancel her Agreement, Vivint will waive the early termination fee, but she would remain responsible for the equipment loan.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 6/7/22 with an initial term of sixty (60) months. Vivints records indicate that **************** called on 3/9/23 to make her monthly monitoring payment by phone. Vivints records indicate that **************** did not call Vivint regarding her loan, the final invoice with what was owed to her previous security company and her monitoring contract were never submitted. Vivints records indicate that **************** online paperwork was never signed or submitted for the buyout.
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 Legal
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