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.
- 2,976 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: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.
The company told me they would stop billing me after I paid off all equipment, it has been a year and they are still billing me
Business Response
Date: 02/05/2024
February 5, 2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21220615
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: February 6, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide cancellation of the account effective December 1, 2023. Vivint will provide a refund of any payments made directly to Vivint from December 1, 2023, forward. ************** 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: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.
This is an example of a company making it easy to sign up for services and impossible to cancel. I was moving houses in January so I proactively called Vivint in early December to cancel services. They avoided the request and said instead of cancelling, they will provide me with one month complimentary service and then I could call back to cancel some other time. I later found out they billed me for the month anyway. When I called them about it, they said I 'refused' the one month credit. This is patently false. I am seeking to get my $47 back but more importantly, to complain about their cancellation processBusiness Response
Date: 02/06/2024
February 5, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: 10/8/18
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** **** and appreciate the opportunity to respond.
In her complaint, Mr. **** states that he called in December to cancel as he was moving in January. He was told he would be given a free month then he could cancel later. He was charged for the month and was told he had refused the credit.
Vivint agrees to cancel Mr. ****’s Agreement and process a prorated refund.
Vivint’s records indicate that Mr. **** signed a Purchase and Services Agreement (Agreement) on 10/8/18 with an initial term of sixty (60) months. Vivint’s records indicate that Mr. **** called on 12/19/23 to cancel his account. Vivint’s records indicate that Mr. **** called on 1/15/24 to cancel, submitted his written notice of cancellation and his account was set to cancel 30-days later on 2/14/24. Vivint’s records indicate that Mr. ****’s account has been cancelled effective 1/18/24, and a prorated refund is being processed to the card that was originally charged
A representative from Vivint has reached out to Mr. **** in an effort to resolve this matter. Vivint has agreed to the above resolution and Mr. **** may contact Vivint’s representative directly if Mr. **** has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date: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.
Sold my home 07/10/2023 with the security system as the equipment was paid off. The couple who purchased the home thought they were doing the right thing and taking over my account but ********************** opened a new account for them. My contract says if a takeover isn't done I owe my contract even though someone else is paying for the same location. I have no control on how Vivint signs up a new customer on an existing address. They won't let me cancel and expects over 2 years of payments for a system that the new people own,I had no control on how the new "owners" signed up, they did get their own account. I understand the contract but Vivint did not sign them up correctly.The new owners cannot cancel and takeover so we have no control I am sure I am not the only one who had an elderly couple taken advantage of that caused the seller to have an issue..Business Response
Date: 02/05/2024
February 5, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21219345
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: February 2, 2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to forgive the remainder of the monitoring service agreement effective August 2, 2023. *************************** 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:01/29/2024
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.
This company has been coming to my home continuously after being told to stay away. I have a no solicitation sign on my front door and they are ignoring the sign. I want them to stop coming.Business Response
Date: 02/02/2024
2/2/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided
by Mr. ***** and
appreciate the opportunity to respond.
The kind of behavior Mr. ***** has
reported is not consistent with Vivint’s policies, and I have reported this
complaint to sales management in Mr. *****’s area. Vivint appreciates Mr. *****’s
feedback and will ensure that any coaching or disciplinary action is carried
out swiftly.
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: 02/03/2024
Complaint: ********
I am rejecting this response because: It is still happening. Had 3 of them come to my property today. If this does not stop I will have to use other measures.
Sincerely,
****** *****Business Response
Date: 02/09/2024
2/9/2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May Concern:
I have reviewed the information provided
by Mr. ***** and
appreciate the opportunity to respond.
Vivint’s Compliance Department has been
notified of Mr. *****’s concerns. Sales management will be informed of the
situation. Vivint apologizes for the inconvenience.
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: 02/12/2024
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:01/29/2024
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.
Salesperson lied about the contract said it was 3 years and it was all done on an iPad. I did not receive a copy. And when the equipment failed they told me I need to update the equipment and I told them no my contract is up and the woman said no its not and you cannot cancel until the equipment is paid off. These people are crooks and need to be shut down!!Business Response
Date: 02/02/2024
February 2, ****
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 21218353
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 1, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was lied to regarding the initial term of the agreement. ****************** states that she was told the term was three years and she did not receive a copy of her agreement. ***************** states that the equipment failed, she was told it needed to be updated,and at this time she requested to cancel the monitoring service. ****************** states that she was told she was still in an agreement and the equipment would need to be paid off in full. ****************** desires to have the monitoring service cancelled and a refund.
A Vivint representative has attempted to reach out to ****************** regarding the matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to complete a full system check replacing any equipment deemed necessary with same/like equipment at no cost. Vivint does not agree to forgive the remainder of the monitoring service agreement or the remainder of the equipment loan with Citizens.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on July 1, 2020, for a term of sixty (60)months. Vivints records also show that ****************** participated in a Pre-installation survey on July 1, 2020, that clearly explained the term of the Agreement, the monthly amounts for both the monthly monitoring service fee and monthly equipment fee, and she confirmed that she was able to review and sign the Agreement. ***************** contacted Vivint on September 2023, regarding a camera that was offline and started troubleshooting, however, ****************** decided not to continue troubleshooting and requested to cancel the Agreement. January 3, ****, ****************** called stating that she was unaware that the Agreement was for a sixty (60)month term, and that the equipment was not working. ****************** declined all offers to assist in resolving her equipment issue. Vivints records indicate that ****************** has not had a Smart Home Professional to her home to have the equipment service since the equipment was installed July 1, 2020.
To resolve this matter, Vivint agrees to the resolution as stated above.****************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/02/2024
Complaint: 21218353
I am rejecting this response because: I no longer trust this company I want nothing to do with them .
Sincerely,
*************************Initial Complaint
Date:01/29/2024
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.
Hello, my name is ******************* and my complaint is with Vivint Home Security. I signed up with Vivint in December 2023 and was told by the salesman which is ******************* that I would receive up to $1600 for the Buyout program if I still owe the balance with my old company. I did all the balance, and when I contacted **** he didnt respond so I contacted Vivint and they told me what I needed to do and I sent in the paperwork stating how much I old to I do believe it was ******************. But they said I needed to go through Vivint. I did contact them and was told that **** would have to be the one to submit paperwork stating that he told me about the buyout. I have been calling **** and calling the office more than 10 to 12 times and have not received a response from either. The company keeps saying that they will contact me and they have not. **** hangs his phone up on me . I am 64 years old. Im legally blind and I love the service but I dont wanna be cheated. I did end up paying the remaining balance to Brinks which is my old security company $604. I would like to be reimbursed for this amount Because I shouldnt have had to pay it because of the Buyout program. *** talked with several people in the office, and now theyre stating that I have to talk with **** to get him to do his job. I dont feel that its fair that I have to **** down their employees to have this taken care of. I dont know what to do to take care of this but I do believe I need some help. Hopefully you guys can help me get this situated and I can get reimbursed for my $604 for the buyout that I paid.Business Response
Date: 01/31/2024
January 31, 2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21217673
Complainant: *******************
Vivint Account #: ********
Date of Agreement: October 2, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that that she was told by her sales representative that she would receive up to $1600 for the buyout program for her old security company. She states that she contacted Vivint and was told the sales representative must be the one to submit the paperwork for the buyout. ************** states that the sales representative is not responding to the contact attempts. She states she paid the balance of $604 to brinks. ************** desires a refund.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers to provide a refund of $302.00 to cover half of the buyout for the previous security company.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on October 2, 2023. October 20, 2023, notified Vivint that she was promised a buyout for brinks. On November 6, 2023, Vivint conducted an investigation and found that there was no mention of a buyout for Brinks in the audio and video recorded Pre-Installation Survey that ************** took part in. On November 13, 2023, ************** was notified that the sales representative would need to approve the buyout. The buyout request was declined due to no approval by the sales representative.
With the provided information Vivint offers compensation in the amount of $302.00 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 LegalCustomer Answer
Date: 01/31/2024
Complaint: 21217673
Good afternoon I have received the response back from Vivint. I do have to say that from what I read or when I had someone else to read to me its incorrect. Vivint has not sent me an email regarding any of the situation at all. Ive called them Ive talk with people the year Whatever I said to the end, they do have a recorded it was always about the buyout. I am truthful with my information that Ive given you, and they should be truthful as well. When you sign up for a company to put in security services you want security you dont want dishonesty you dont want anyone to be able to come in to your house and tell you different. And this is what Vivint is doing to me now. I still have service with Vivint. Im willing to pay what Im supposed to pay but I dont think that I shouldve paid $604 and I dont think its fair for them to try to give me half of what I paid. **** does not answer his phone when I call and if he does answer the phone, he hangs up. That is not a person that I would want to work at my company. All he has to do is to be honest and tell me that he did tell me that Ive never switch security company, so how would I know that there was a buyout. I am not one for games I dont have time for it Im too old for it. If all Im going to receive is the $302 I guess its better than nothing but I dont think its fair. When I talk with a representative, they told me that they could not call **** but I could so I did. **** like I said hung up and when I called them back and told them, they said that they would get in touch with ***** manager, and **** to see if he said this cell when I called back again, they said that they had not got a response from him so why is he not answering his boss. You were sending someone out to people homes, asking to sign up for business or something and hes not doing it properly hes falsifying hes lying hes just not being fair. If I have to accept the $302 I will I would prefer to have my $604 completely back. I really think that Management or whomever is sending this response back should go and check the phone calls, when I called in what was said. :
Sincerely,
*******************Business Response
Date: 02/06/2024
February 6, ****
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21217673
Complainant: *******************;
Vivint Account #: ********
Date of Agreement: October 2, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her rebuttal, ************** states she Vivint has not sent her an email regarding this situation. She feels she should not have to pay $604.00 nor is it fair for Vivint to only offer half of what she paid. ************** desires a refund.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers to provide a refund of $302.00 to cover half of the buyout for the previous security company.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on October 2, 2023. October 20, 2023, notified Vivint that she was promised a buyout for brinks. On November 6, 2023, Vivint conducted an investigation and found that there was no mention of a buyout for Brinks in the audio and video recorded Pre-Installation Survey that ************** took part in. On November 13, 2023, ************** was notified that the sales representative would need to approve the buyout. On February 6, **** a Vivint representative contacted the sales representative and it has been confirmed that no buyout was offered.
With the provided information Vivint offers compensation in the amount of $302.00 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 LegalCustomer Answer
Date: 02/12/2024
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:01/29/2024
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 purchased a Vivint Home Security service and had it for almost 2 years. In Aug 2023 I bought a new home, no longer needed the service and found out that I had been roped into a 5 year contract by their manipulative Sales Representative. No contract/Terms were disclosed to me during the interaction with the Sales Representative or the Installation Tech. After hours of fighting with them on the phone, they presented me with 2 options, 1. move current system and pay $300 for the process or 2. Pay off the remainder of the equipment, purchase new equipment for the home and inherit a Buy Out Promise clause in my contract which meant I can cancel my policy once the new equipment was fully paid. I paid off the equipment and exercised the added clause on 11/03/23 and was told that all documentation needed for cancellation had been submitted. They said it would take 30 days for process but anything I was charged for from the date of cancellation, would be reimbursed. 11/28/23 I was charged $42 and on 12/03/23 I called back to see if it was finalized, they proceeded to tell me it would take another 30 days. I requested my card to be removed from file to prevent future charges Now today, 1/29/24 I am being harassed by a Vivint Billing agent about how I owe them 91 dollars for service. I explained the situation to him and he told me I can speak to the ******************* I refused because I have done my due diligence and it is a waste of my time to continue trying to hold their hand in order for the cancellation to be fully processed.Business Response
Date: 02/02/2024
2/2/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21217282
Complainant: *********************
Vivint Account #: ********
Date of Agreement: 8/28/2021
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 Mr. ******* account and waived the balance. **************** 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:01/29/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been billed by Vivint for service that I have not received. I just want others to be aware of how bad this company is. They scam people. A collection agency told me I have no choice but to pay to make Vivint go away. Im elderly on a fixed income, but I paid it, shame on Vivint. I dont live at that house any more and the people there havnt had the service. No one has, but I still got billed.Business Response
Date: 02/02/2024
February 2, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21216167
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: October 12, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account from collections, leaving the account closed. *************** 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:01/29/2024
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 customer for 8 years and they fraudulently placed me into another contract without explaining what that was. I have had issues for 3 years and I was fed up but now Im stuck with their service because of this. They can go over all my history of calls and cases to get the logistics of all this.Business Response
Date: 02/02/2024
2/2/****
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21214341
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 9/5/2015
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she is dissatisfied with the service and would like to cancel her account.
*********************** records show that ************** recently uninstalled her Vivint equipment and signed up for services with a different company.On January 31, ****, ************** had Vivint reinstall her Vivint equipment.
A Vivint representative has reached out to ************** to inquire about if there is anything else Vivint can assist ************* with.
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:01/29/2024
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 called Vivint on January 2 to inquire about why my bill is still 53 when I have been a customer for 9 years and there are newer promotions that have lower bills and newer equipment. ******* told me he could upgrade my equipment and not charge me for equipment fee or installation fee and only pay $51 a month for 12 months and then pay 67 a month after a year with upgrade on equipment and cameras. I agreed because of waiving fees but was charged for equipment in full!Business Response
Date: 02/02/2024
February 2, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21213352
Complainant: Airreia Pierce
Vivint Account #: *******
Date of Agreement: May 22, 2015
To Whom It May ***************** have reviewed the information provided by Ms. ******************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she called Vivint to lower her bill and she was given a system upgrade with no equipment or installation fees. She further explains that she was charged in full for the equipment. **************** desires a refund.
Vivints records indicate that a refund in the amount of $1,654.57 is being sent back via check for the equipment charge that was processed on January 26, 2024. **************** will receive this refund within 5 business days.
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 Legal
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