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:01/23/2024
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 using Vivint security for 5 years now and it has come to a head the Very unethical business practices they use to trap customers. We've filed multiple complaints about our equipment not working and they say our equipment is outdated every time we do. Thus pushing us to buy new equipment. Keep in mind in doing so the "old" equipment is only 18-24 months old. They refuse to send a tech out and express that outdated equipment is the issue. We've been paying for services that are not there. It is also important to note that this is their way of trapping you. It is here where they get you to buy new equipment. Unbeknownst to the buyer every time you buy new equipment they bind you into a new contract, not for the equipment for their services. This is a blatant hidden trap in a circle of wrongdoing. It should also be known that in my 5 years of using Vivint, I have never been told we were in a service contract for any period of time. With the current issue we attempted to cancel the services that were paying for but not receiving during the process of cancellation we were informed of a 5-year contract. They sell you equipment that doesn't last the length of the contract so when you buy new equipment you keep renewing a 5-year contract, this is a trap and unethical business practice.
Business Response
Date: 01/29/2024
January 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: November 15, 2018
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that he has submitted several complaints regarding this faulty equipment and Vivint tells him his equipment is outdated. He states Vivint refuses to send out a technician. Mr. ****** states he was never told he was in a contract. He states he his paying for services he is not receiving. Mr. ****** desires cancellation without penalty.
A Vivint representative has attempted to contact Mr. ****** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Vivint monitoring contract without further penalty.
Vivint’s records indicate that Mr. ****** signed a Purchase and Service Agreement (“Agreement”) on November 15, 2018. On December 8, 2022, Mr. ****** reported a high pitch buzz on his panel. October 25, 2023, Mr. ****** noted his rewind keeps turning off and reported a billing issue. August 8, 2023, Mr. ****** reported that his rewind function was not working. On December 30, 2023, Mr. ****** reported that his camera was not recording. Vivint notes show the playback feature was turned on and playback started working. January 17, 2024, need to confirm if playback was paid for. Vivint notes show the playback feature was cancelled on December 1, 2021. On January 23, 2024, Mr. ****** reported equipment issues, confirmed that he paid off his Fortiva Loan. On January 24, 2024, it was approved that Mr. ****** only need to pay off the past due balance to cancel the account.
With the provided information Vivint offers cancellation of the remaining Vivint contract without penalty. Mr. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I would still like the business to look into their ways of doing business. I thoroughly enjoyed their product for 5 years, It wasn't until we started having problems with the system that the issues exposed themselves. I realize that there is a cost to send a tech out every time there is an issue at a customers home, but it should be acknowledged you all have a pretty good customer service team that is well trained. If they can't figure the issue out over the phone a tech should be sent for free. That would be great customer service nothing says we are thankful for your business like a company that will go the extra mile to ensure the happiness of their customer. Vivint you were great for us for many years when people would bad mouth you I was always quick to explain how well your service was. We referred 6-7 customers to you. This last year has been horrible. As long as you keep people happy you'll more often than not keep them as customers. We never would have left had you gone out of your way to ensure our system was working. It is no coincidence your google reviews and Better Business reviews are very poor. You have the potential to be a great company if you would adjust your business ethics. Make your customers a priority. I wish you all the best and I am happy we could come to a fair conclusion. Best of luck.
Sincerely,
******* ******Initial Complaint
Date:01/23/2024
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 illegally pulled $900.91 from my account without my permission. They were supposed to refund $838.77, it has been 3 weeks & no refund has been made. They have costed me $350 in overdraft fees. They are refusing to make it right. We were told they'd cover 2 months of the ******************* cost & now they're only trying to do the service cost & give me $120 on top of it which doesn't make up for the overdraft fees in the slightest because they still haven't refunded me the money.Business Response
Date: 01/29/2024
January 29, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21188206
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: December 2, 2015
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 provided a refund to ****************** as requested. ****************** has confirmed this matter is resolved. ****************** 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:01/23/2024
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 account over the phone 17 months ago and was told no more charges would be taken out of my account. Since then 17 more unapproved charges have been taken out of my account. After calling about this issue I was told I never sent an email confirming my cancelation. I explained that I was not told about this and was told by the vivint customer representative that no more charges would be taken out of my account. I requested the voice call and was told after 12 months they are deleted. After an hour and a half on the phone with customer representatives and supervisors I was told that they did listen to the call and they sent me an email to confirm cancelation which is false. I am taking action because of the $956.96 taken from my account since canceling that was unapprovedBusiness Response
Date: 01/30/2024
January 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: *******
Date of Agreement: 9/18/19
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 canceled 17 months ago and was told there would be no more charges but his monthly has continued to be charged. He was told he never sent in his written notice to cancel. He claims he was not told about it. He desires a refund.
Vivint agrees to cancel Mr. ********’s Agreement, waive the 8 months remaining on his agreement and the early termination buyout.
Vivint’s records indicate that Mr. ******** signed a Purchase and Services Agreement (Agreement) on 9/18/19 with an initial term of sixty (60) months which states, If during the Initial Term of this Agreement, you terminate this Agreement without legal excuse, you agree to pay to us an early termination fee. The early termination fee is not a penalty, but rather a reasonable charge to compensate us for your failure to fulfill the terms of the Agreement. The early termination fee shall be an amount equal to any monitoring and services fees due and unpaid for services provided prior to the termination date, plus 50% of the services fee that you would have paid for the remainder of the Initial Term, and all amounts owing for the purchase of any equipment.
Vivint’s records indicate that Mr. ******** requested cancellation of his Agreement on 9/28/22 with 24 months left on his Agreement. On that call he was given cancellation instructions which included the early termination fee, submitting a written notice of cancellation and confirmation that his equipment loan was paid in full. An email with instructions on where to send the written notice was sent at that time. Vivint’s records indicate that Mr. ******** was informed that he would have no further charges once the cancellation process was completed and his Agreement was cancelled. Vivint’s records indicate that Mr. ******** submitted the loan payoff confirmation but did not pay the early termination fee nor did he submit the required written notice of cancellation. As such, Mr. ********s account remained active in accordance with his Agreement. Vivint’s records indicate that Mr. ******** did not reach out to Vivint between 9/28/22 and 1/23/24 regarding his cancellation or for any other reason.
A representative from Vivint has reached out to Mr. ******** in an effort to resolve this matter. Vivint has agreed to the above resolution. Mr. ******** has no further obligation to Vivint and may contact Vivint’s representative directly if he 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:01/23/2024
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.
First let me start off by stating I have been with this company since 7/2020. I was never made aware that I would be trapped into a contract with them for 5 years before signing this contract. Basically I was misled. The first year of having this service was a good experience, but shortly after that I regretted my decision of trusting them with the safety of my home. This has been an ongoing issue. The doorbell camera doesn't work properly. It doesn't always record people walking up to my door or yard. Half of the time it doesn't even alert us that someone is outside. The app sucks and doesn't send alerts to our phone when we are away. My husband had to go to Walmart to buy a camera that monitors our front entrance. The backyard camera does work but buffers on the app. For 3 years straight my husband and I have set the alarm off by mistake. We have dropped stuff around the house and the glass break sensor has not detected it. We have changed the batteries but the smart hub doesn't detect it. Not one time in 3 years has Vivint contacted us about the false alarms. This proves that they are not monitoring our home as agreed upon in our contract. I have a few pictures showing our doorbell camera was down, I have filed a complaint with Vivint and the offered one month free of billing. But never really heard me when I said it was a problem. I have expressed that I want out of my contract for these very reason and they state I would have to pay $800 to do so. I don't think that is fair and they have not been fulfilling the services outlined in the contract. The only resolution I want is termination of this contract. I will also have an attorney to go over this contract with a fine tooth comb because they are at a breach of contract with no service they are providing. At this point, my husband and I are monitoring our own home.Business Response
Date: 01/30/2024
January 30, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #:
Complainant: ******* ****
Vivint Account #: *******
Date of Agreement: 7/29/22
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* **** and appreciate the opportunity to respond.
In her complaint, MRMS states that she was never made aware of the 5-year contract. Her equipment and app don’t always work. Vivint has not contacted them for the false alarms which she believes shows that she is not being monitored. Her doorbell was not working, and she was given a credit for one month free but feels that Vivint has not addressed the issue.
Vivint agrees to one of the following:
Vivint agrees to cancel Ms. ****’s account, waive the early termination fee for the remaining 18 months of her Agreement and forgive the $183.27 past due balance. Ms. **** would remain responsible for her equipment loan but have no further obligation to Vivint.
If Ms. **** wishes to remain with Vivint, Vivint agrees to send a free technician to address and resolve her equipment issues.
Vivint’s records indicate that Ms. **** signed a Purchase and Services Agreement (Agreement) on 7/29/22 with an initial term of sixty (60) months which states “If during the Initial Term of this Agreement, you terminate this Agreement without legal excuse, you agree to pay an early termination fee and all amounts owing for the purchase of any equipment. The fee is a reasonable charge to compensate us for your failure to fulfill the terms of your Agreement.” Vivint’s records indicate that Ms. **** contacted Vivint on 8/30/20 regarding her door lock not functioning correctly, which was replaced free under warranty on 9/5/20. Vivint’s records indicate that Ms. **** contacted Vivint on 4/26/22 regarding her doorbell camera, did not troubleshoot the issue and was sent a replacement doorbell camera free under warranty on 4/29/22. Vivint’s records indicate that a technician went to Ms. **** home on 7/27/23 for the doorbell camera that was online and working when he arrived. He replaced the back plate and made sure it was wired correctly but could find nothing wrong with the camera.
A representative from Vivint has reached out to Ms. **** in an effort to resolve this matter. Despite the information stated above, Vivint has agreed to the above resolution and Ms. **** may contact Vivint’s representative directly with how she wishes to proceed or if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/30/2024
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 as long as it doesn't impact my credit or be reported to the credit bureaus. I also sent the following response to their representative in the legal department.I have made more than one complaint about the equipment and services and each time we received replaced doorbells. Just because your agents didn't document it doesn't mean it didn't happen. My husband has even called and the rep walked him through how to problem shoot and reset the systems. There is nothing wrong with my wifi because everything works fine in my house as well as the back camera from VIVINT. I have pictures showing the doorbell camera out on more than one occasion since the tech came out. He found nothing wrong and stated to me to take pictures as proof for outages. I recently spoke with someone in collections/loyalty department this past week and explained my issues. He offered to send a tech, I declined because it would result in the same result. Then he offered me a new doorbell camera that would extend the contract I declined. Also you stated that the tech and representative informed me that this would be a 5 year contract. That did not happen. They scheduled the appt for the tech to come out. The tech installed the equipment had me to sign off for automatic payments and that was it. If I signed anything else it wasn't of my knowledge and I will take accountability by signing something without fully reading it, but 5 year contract wasn't mentioned. Although I am reading what you are saying, your statements are not factual. Just curious, why didn't you respond to BBB or answer directly through their website? I feel that being contacted by the legal department I need to seek legal representation of my own. I would feel very comfortable if you follow the process and respond to the complaint on the BBB website. I want out of this contract with no impact to my credit or it being reported to the credit bureaus. I will continue paying on my equipment financed through Fortiva as I have. My experience with VIVINT hasn't been pleasant and I cannot in good faith recommend this company to anyone I know.
Also I reviewed the videos of me agreeing. The service agreements were not gone over fully and I state that I will take accountability by signing something and not reading in detail the contractual agreement. But the home isn't being monitored. I have set this alarm off as well as my husband and didn't disarm it after a minute and no one called or texted or emailed. I stand on that.
Respectfully,
******* ****
Initial Complaint
Date:01/23/2024
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.
After 5 years...I wanted to cancel my account. They transferred me 5 times and still wanted me to send a document. This is the most unethical business I have ever dealt with.Business Response
Date: 01/29/2024
January 29, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: August 13, 2018
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* ******** and appreciate the opportunity to respond.
In his complaint, Mr. ******** explains that he wanted to cancel his account, but he was transferred 5 times and told to send a document. Mr. ******** desires cancellation of his account.
At this time, Vivint agrees to cancel Mr. ********’s Agreement without penalty.
Vivint’s records show that Mr. ******** signed an Agreement in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A notice of cancellation was provided by Mr. ******** on January 23, 2024, and his account was being processed for cancellation.
Vivint agrees to the above resolution and Mr. ******** has no further obligations 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: 01/29/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
******* ********Initial Complaint
Date:01/23/2024
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 sales process of buying into the service was very smooth. The service was in my name for my elderly mother. After two years of using the service, my mother took a turn for the worst and no longer able to live independently. I tried to cancel the service for now two months, starting on December 1st, 2023, without any success. I have tried to cancel four times over the last two months, with very long phone calls. I even received a service charge for Dec. 2023 and Jan. ****, when the system is completely offline.I was given a long reading of the policy on cancellation during the first call, and was told I couldn't cancel because my mother is not on the account. I also was told I had to pay off the equipment loan to cancel the service on a different call. I then was told on my third call that I had to pay the service charges when the service is offline. I said no. I was threatened that my credit score will be impacted if I don't pay.I have filed a dispute with my bank and block the charges from coming in. My previous service address is *******************************************************Business Response
Date: 01/29/2024
January 29, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21185032
Complainant: *******************************;
Vivint Account #: *******
Date of Agreement: December 2, 2021
To Whom It May ***************** have reviewed the information provided by Mr. ******************* and appreciate the opportunity to respond.
In his complaint, Mr. *** explains that after two years of using the service, he tried to cancel it as his mothers health took a turn for the worse. He further explains that he has been trying to cancel his services for 2 months now without any success. Mr. *** desires a billing adjustment and no further contact by the business.
To assist, Vivint has decided to waive Mr. **** past due balance and cancel his Agreement without penalty. It's important to note that he remains accountable for the equipment loan with Citizens Pay.
Vivints records show that Mr. *** signed a Purchase and Services Agreement with an initial term of sixty (60) months. Mr. *** represented that he would pay a monthly services fee of $29.99, and total equipment fee of $2,359.82, that was financed through Citizens Pay, plus applicable taxes during that term. Vivint relied on Mr. **** representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 35 months on his contract. Mr. *** has no further obligations to Vivint; however, he is still responsible for the cost of his equipment.
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:01/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for service and had 30.m days to cancel for full refund. Cancel the service and sent equipment back and they will not send my payment. They said they sent a check which I never received, why they cant process the payment back to the card they took the money off.Business Response
Date: 01/24/2024
January 24, ****
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21183864
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: November 22, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she had thirty (30)days to cancel the service. She states he cancelled and sent her equipment back. **************** states Vivint will not refund her. She states Vivint told her a check was sent, yet she has not received it. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has offered to apply the refund via cred/debit card should **************** place a card on autopay. Or Vivint is able to resend the refund via check to a proper address provided by ****************. Vivint is currently awaiting a response from **************** to proceed with a resolution.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on November 22, 2023. On December 11, 2023, **************** made a request to cancel the account due to moving. December 12, 2023, **************** was provided the information to send a required Notice of Cancellation via email. Vivint records show Vivint received the Notice of Cancellation on December 12, 2023. December 19, 2023, the cancellation of Ms. ******* account was completed, and a refund sent. January 8, ****, **************** reported that she had not received her refund check and requested to have it mailed to a new address ********************************************************January 22, ****, **************** reported that she had still not received her refund check.
With the provided information Vivint has offered the resolutions 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:01/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I canceled service with them due to my account being a direct withdraw and they were unable to make the transaction. They reported my acct to the credit burea as a late payment before contacting me to resolve the issue.When i called to cancel the service, i paid the equipment off compleetly and canceled their service. I sent the email to confirm cancelation and just recieved another bill.When i called to contest this bill i was told that my service stays active for 30 days after the cancelation and i need to pay the bill, then i will get a refund after they finalize the cancelation. The person on the phone would not connect me to anyone else that could resolve my complaint. Just another company that makes it impossible to cancel their services.Business Response
Date: 01/24/2024
January 24, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21183267
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: February 11, 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 cancel the Vivint monitoring contract without further penalty or fees. Vivint has also cleared the current balance due. ******************** 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:01/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
VIVINT Smart Home is fraudulently attempting to collect a debt for me for a service that was never provided or used. In addition, the company has also placed a negative credit **** on my credit score for a service that was never used or provided. When my mother was alive at ******************************************************************** ***** was contacted to provide a smart home security system. The address did not have any Internet Connectivity for the service to be provided and the equipment had to be removed. The service never worked, no equipment was installed. The appointment was cancelled for these reasons. VIVINT has now sold my information fraudulently to other collection companies when there is no debt to begin with. **************** was not installed until late 2023 at that address. I contacted the company and no action was taken a few years ago. I want my credit score to be corrected and this fraudulent claim by VIVINT to be removed from all credit reporting agencies asap.Business Response
Date: 01/24/2024
January 24, 2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21182619
Complainant: *********************
Vivint Account #: *******
Date of Agreement: October 22, 2019
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 removed the account associated with ************** from the 3rd party collection agency and waived the associated fees. ************** 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:01/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
When we signed up for Vivint 3+ years ago, we were told that we would be under contract until the equipment was paid off, then would have the option to leave. We have had issues with the equipment since it was installed and the company has been less than helpful. The equipment was financed through a retail credit card. We transferred the balance to a major credit card and attempted to cancel and told that we cannot. The cameras don't work sometimes and sometimes we'll receive a notification and try to open the app to view the video, only for it to not open and then have to shut the app down. **************** offered $10 off our monthly service when we tried to cancel, which we accepted, but that has not been applied to our account. Their customer service is horrible and their products are awful for security. I joined a Vivint complaints group help and others were told the same as me and said they had success filing a complaint with BBB.Business Response
Date: 01/26/2024
January 26, 2024
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 21182455
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: August 2, 2021
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her complaint, ************************ states that she has paid off the equipment and attempted to cancel the monitoring service, however, Vivint will not cancel. ************************ desires the monitoring service cancelled.
A Vivint representative has attempted to reach out to ************************ regarding this matter via email. After reviewing the account, ********************** agrees to forgive the remainder of the monitoring service agreement effective January 25, 2024,however, ******************************************* will remain responsible for any balance remaining on the equipment line of credit. ************************ has no further obligation to Vivint.
Vivints records indicate that ******************************************* signed a Purchase and Services Agreement (Agreement) on August 2, 2021. ************************ called Vivint on July 28, 2023, to cancel due to no longer using the security system. ************************ was informed of the cancellation, sent a copy of his agreement, and provided a credit.
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 Legal
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