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
- 8,414 total complaints in the last 3 years.
- 2,979 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:01/17/2024
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.
predatory sales tactics.agent told me i could cancel anytime and not have to make any more payments to vivint or fortiva as long as i returned the equipment. vivint did not honor that.additionally, i moved to an area where vivint wasn't available. they couldn't send a tech or offer me services where i moved, meaning i was supposed to be able to get out of the contract. they wouldn't honor that either. i want them to take back their equipment and have my debt with the financier (fortiva) forgiven.
Business Response
Date: 01/23/2024
January 23, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21157527
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: May 10, 2022
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 Vivint account from collections and to waive the associated fees. Vivint has also forgiven the remaining balance of the Fortiva Line of Credit without further penalty to **************. ************** 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: 01/24/2024
Complaint: 21157527
I am rejecting this response because:Ive been notified that it will take 21 days for Fortiva to respond to Vivints request to close my credit line. Once (if?) Fortiva closes it, I will accept Vivints response.
Sincerely,
*************************Initial Complaint
Date:01/16/2024
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 looking for a home alarm system, and Vivint seem to be a good home alarm system. I will say the first red flag was the financing part that is not explained I had a 800 credit score and they had one option for a financing and I was denied and they did another one which was approved, but it lower my credit score dramatically. It came out a maxed out credit card but that's not even my problem. The problem was I was a customer and things seem to be OK on my first install until it was time for me to move. I had to move within six months of getting my alarm system. I became a customer March 2023 and I had to move September 2023. Vivint because once you put the alarm on, they have a myQ system set up where once you put your alarm on your whole house can lock down including your garage that was a big win for me and choosing so on my install at my second location it was a complete nightmare. The technician sent to the house he was not trained at all. He had a very bad attitude he damage my new home, so bad drilling so many holes in the wall And in the garage he actually drilled a hole through the garage breaking the chain with the door up. However, they did repair that part but never repair the outside of my garage or the side of my house. There are three large holes to go outside of my home from their technician, they were supposed to have repair also he was not educated or trained on how to hook up the myQ system And I called an email to get repaired. They only repaired part of the garage and I was not able to really use the features of like I want to.It's very hard to communicate with them to find customer service.They make it so hard and so time-consuming that you just don't wanna deal with it even after I paid all the money on the install I paid for the install it was never properly installed so I cannot use what I paid for everything's a big waste so the equipment I paid for nothing I can use and no one seems to care.They have no communication with techs eitherBusiness Response
Date: 01/23/2024
January 23, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: ********
Date of Original Agreement: 3/14/23
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that she was installed in 3/2023 and moved in 9/2023. Ms. ***** claims the tech that did the move install damaged her new home. He damaged it by drilling many holes in the walls and drilled a hole through the garage breaking the chain with the door up. The inside was repaired, but the outside of the garage and house were not repaired. She wants the repairs to be completed.
Vivint agrees to review the damage and work with Ms. ***** towards her desired resolution.
Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on 9/27/23 with an initial term of sixty (60) months. Vivint’s records indicate that Ms. ***** contacted Vivint on 10/3/23 regarding damage made to her garage during the installation of the equipment in her new home. Vivint’s records indicate that Ms. ***** sent in an invoice with an estimate and pictures of the damage for review by the home damage team. Vivint’s records indicate that on 10/3/23, the claim was approved, and Ms. ***** was given a check for the cost of repairs and the case was closed. Vivint’s records indicate that Ms. ***** contacted Vivint on 10/12/23 and claimed that there was additional damage to her home. A home damage claim manager reached out to her on the same day via phone and email requesting pictures of the damage for review. Vivint’s records indicate that when there was no response, the manager reached out to Ms. ***** on 10/16/23 with the same request. Vivint’s records indicate that Ms. ***** responded to the email stating that restating her complaint of additional damage, but did not include the required pictures needed to proceed with the claim. Vivint’s records indicate that on 10/18/23, a third request for photos of the damage was made via email and phone call to Ms. ***** explaining that the claim will remain open and once she sends in the additional photos, Vivint could move forward with her claim. Vivint’s records indicate that Ms. ***** did not send the photos, call or email after 10/16/23.
A representative from Vivint has reached out to Ms. ***** in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/16/2024
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 coming out to install the equipment they set it up incorrectly so we have called in several times to have someone come out and fix the issue.and no one ever comes out or they say they are going to send someone out and they never show. Also I have been making my monthly payments but they took 400 dollars out of my account without me authorizing. I’m not to sure what the 400 charge is forBusiness Response
Date: 01/23/2024
January 23, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: ********
Date of Agreement: 1/21/21
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* ******* and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. *******, and a resolution has been agreed upon. At this time, Vivint has given Mr. ******* a credit of $161.29 for his move installation and an additional credit of $30 for his camera fee and a technician is scheduled to resolve the doorbell issue on 1/29/24. Mr. ******* may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/16/2024
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 started service with the company in July 2019. I advised by the representative and installer that I was not bound by a contract in which I was pleased with hearing that because I was with another company under contract. In October 2023, I contacted the company to advise them to cancel my service. They wouldn't cancel my service and continued to deduct money out of my checking account. I called several times a week and the issue still wasn't resolved. I called for almost a month straight. In the midst of me calling, I requested to speak with a supervisor. I was always told that they would call me back. I contacted the company today 1/16/24 and the representative advised me that in order to cancel my service I need to send an email to documents.vivint.com in which I did that. This was the first time that a representative told me about the process of how to cancel. I also asked the representative to have his supervisor call me and he stated that he would. I would like vivint to refund my monthly service charge for the last 4 months. I haven't used the service since October and Vivint hasnt contacted me. Also, the information that the installer advised me was false. I would also like to be clear and free of any charges of any parties that the company does business with like Citizens One in which they are the company who finances the overpriced equipment.Business Response
Date: 01/22/2024
January 22, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21154619
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 28, 2020
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she was told she did not have a contract by the installer. She further explains that she called to cancel her services in October 2023, and was told that the information given to her by the installer was false. ****************** desires a refund and cancellation of her services and Citizen one loan without penalty.
To assist, Vivint has decided to cancel Ms. ******** Agreement without penalty. It's important to note that she remains accountable for the equipment loan with Citizens One.
Vivints records show that ****************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. ****************** represented that she would pay a monthly services fee of $49.99, and total equipment fee of $1,245.98, that was financed through Citizen One, plus applicable taxes during that term. Vivint relied on Ms. ******** representation to ensure she understood her 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 18 months on her contract. ****************** has no further obligations to Vivint; however, she is still responsible for the cost of her 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:01/16/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In 2021 Vivint sales reps came to my door I told them I already had a security system. However, Vivint offered security cameras where my current provider did not. The Vivint salesman, *************************** and his colleague (name unknown) offered to buy out my current security contract with ADT in the form of a gift card which I never to this day recieved. I called 10+ times over the course of the last 2.5 years. There has never been a resolution. Even the Vivint associates on the phone went as far as putting me in touch with someone at *************** who supposedly handled the buyouts for Vivint. But it was clear the banker had no idea what I was talking about and seemed suspicious of ME! I never received the buyout. I was scammed, and left to pay for two security systems. No amount of asking for managers has helped resolve anything. Terrible business practices and customer service.Business Response
Date: 01/22/2024
1/22/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21154126
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 8/21/2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to send a check for $1,000.00 to ****************** address.****************** will receive her check within **** business days. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/22/2024
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:01/16/2024
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 am attempting to cancel service with Vivint located at ******************************************************** I have spoken at least six of their representatives and repeating told cancelation takes 30 days which we all know to a false statement. Also placing other hardships upon me that we discussed on the telephone. I do not have a contract with them as it expired years ago. My request is realty simple just cancel the service. This was set up on ach which does them to stop taking $ from my account. looking at this computer screen I notice doing a cancelation seems to be an on going problem.I have contacted ************************ and Federal Commissions. I thank you for any assistance you may be able to provide.Business Response
Date: 01/22/2024
January 22, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21153730
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: May 17, 2010
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************ states that he has spoken to 6 different representatives, and he was told it would take 30 days to cancel his account. He further explains that he has fulfilled his initial contract terms and desires cancellation of his services.
At this time, Vivint agrees to cancel ************** Agreement without penalty.
Vivints records show that ************ signed an Agreement in which he agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). A notice of cancellation was not received, however, Vivint will accept this complaint as ************** notice of cancellation.
Vivint agrees to the above resolution, ************ has no further obligations to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/16/2024
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 Home Security sold my name, image and likeness to a company to extort money from me by using my personal information for an account that my previous wife *************************** was responsible for. Court documents were sent to Vivint to show proof of responsibility by ***************************. This information was not provided in the illegal sale of my information to Zion Debt which is not regulated by BBB. There is proof that verifies my position on not owning this account. ********************** not only profited from the usage of my name but also allows their partner company Zion Debt to extort for profitable gains and also place an illegal hold on my credit report. I have sent Zion the same information but they still are harassingly me and hold me for their financial gains are met. Since this issue was created by Vivint I hold them responsible for this act against me.Business Response
Date: 01/22/2024
January 22, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21152506
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 24, 2017
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account from collections, leaving the account closed. ***************** has no further obligation to Vivint. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We moved into a brand new house in an upcoming neighborhood. The sales people would often come around and inquire about our services at the time. (All the homes came equipped with ADT equipment.) On the ***** of September 11th, 2023, we were approached by ******. We spoke with him about our ADT equipment and mentioned that we wanted to be able to see the door from our panel. We were told that they had that panel available AND that our other devices would continue to function with the system. Installation was done the same night. Here are the issues:- the equipment doesn't work with the system (thermostat, smart plugs, and garage door) - we were told they would pay for the cancellation fee (over $2000) - the equipment is constantly going out and needing to be replaced. the doorbell came went out almost immediately and currently the driveway camera isn't working.- they had a "doorbell buyout program" but after talking to ADT they said it wasn't theirs to take it was a part of the home purchase.- we've spoken to Vivint several time only to be told "that isn't their department" or they can't cover something - we were told we had 3 days to cancel, but when we spoke to another rep in October they informed us we actually had 30. it expired the day before.We don't want to continue to deal with this. No consumer should have to pay for something that doesn't work. Our credit is also suffering because of the lies they told. The behavior displayed seems very predatory. Our neighborhood was already set up with a reliable provider and their shady practices have made several people suffer. My account number is **********Business Response
Date: 01/23/2024
January 23, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21152470
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: 9/11/23
To Whom It May *********************** have reviewed the information provided by **************************; and appreciate the opportunity to respond.
In her complaint, **************** states her home was built with equipment from another security company already installed. On 9/11/23, **************** told the Vivint sales representative that she wanted to see her door from the panel and was told Vivints panel allows that. She claims she was also told that her equipment would work with Vivint and was installed the same day. She was told that Vivint would pay the $2000 early cancellation fee. Some of the equipment is not compatible and it constantly goes offline. The doorbell and garage cameras do not work, and the existing doorbell doesnt qualify for the buyout program.
Vivint requires additional information from **************** in order to determine a fair resolution.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 9/11/23 with an initial term of sixty (60) months. Vivints records indicate that **************** called Vivint on 11/20/23 for her doorbell camera that was offline. A technician went out on 11/22/23 who replaced the camera and power supply free under warranty. Vivints records indicate that **************** agreed to a buyout for her previous security company on 11/29/23 and a gift card was sent to be used to make the buyout payment. Vivints records indicate that **************** catted into Vivint on 12/17/23 regarding her outdoor camera but did stay on the chat to resolve the issue and **************** has not contacted Vivint since 12/17/23
A representative from Vivint has reached out to **************** in an effort to resolve this matter. Vivint has agreed to the above resolution and **************** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/30/2024
Complaint: 21152470
I am rejecting this response. I attempted to contact Vivint directly on the afternoon of January 30th,2024 as per the response. The agent I spoke with lacked understanding of my situation and instead became aggressive when I tried to explain. I have since found an email from a *********************** and have responded informing her of the agents behavior and asking what more information is needed. At this moment there has been no resolution, and nothing has been settled. I look forward to speaking with someone more capable soon.
Sincerely,
***********************Business Response
Date: 02/07/2024
February 7, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21152470
Complainant: **********************;
Vivint Account #: ********
Date of Agreement: 9/11/23
To Whom It May *********************** have reviewed the addition information provided by *************************** and appreciate the opportunity to respond.
In her complaint, **************** states that she spoke with an agent on 1/30/24 prior to finding the email from Vivints representative that contacted her regarding her complaint. She stated that she looked forward to speaking with that representative soon to settle the complaint.
Vivint stands by its previous resolution and requires additional information from **************** in order to determine a fair resolution.
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 LegalInitial Complaint
Date:01/16/2024
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.
Companies equipment is causing my fire alarm to sound off erroneously. They refuse to fix it, unless I pay them. Now they won't cancel my account and I've called and spent hours on this. Please helpBusiness Response
Date: 01/22/2024
January 22, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21148363
Complainant: ********************************;
Vivint Account #: *******
Date of Agreement: April 6, 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 send a technician free of charge to inspect the Vivint system and to install an audio Fire-fighter device or a ********************** smoke detector free of charge. ****************** 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:01/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We paid off the loan for the security system in November 2023. We attempted to cancel the monitoring service and were told we had to fill out a form and submit it. They received the form on November 30, 2023 to cancel. They are refusing to cancel and now say we have to pay for November, December and January in order to cancel. I called them in December and two weeks ago and they said they would cancel it and now they are saying that we have to pay 3 months of service in order to cancel as per a phone call today. I will concede November payment but they will not receive a dime until the service is cancelled. Per the contract we are allowed to cancel the monitoring service once the loan for the equipment is paid off. I will not continuing paying them when I have cancelled service. They are just refusing to allow us to cancel the service. The equipment is total junk and they wouldnt take it back and now they are refusing to let us cancel the monitoring service.Business Response
Date: 01/22/2024
January 22, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21151277
Complainant: *******************
Vivint Account #: *******
Date of Agreement: June 15, 2021
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 to address and resolve the current issue. At this time, Vivint agrees to waive Mr. ***** past due balance of $173.12 and cancel his account without penalty.
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
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.