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
- 8,420 total complaints in the last 3 years.
- 2,971 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:01/11/2024
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 sold our home in September 2023 we called to cancel the service at the end of August & was told we had to pay off our current equipment who we purchased through Fortiva to end our contract. It came out to $1600, so we paid that amount. We called back and told them we had paid off the equipment and to proceed with the cancellation then they told us they could not cancel because we are in a contract. We told them we just spoke to you guys and they said this was all we had to do to cancel and now they dont want to cancel. They keep charging us $52 every month for a service we dont have. The current owners of our old house have Vivint and are currently using it at our old address. There is no reason to hold us hostage in this contract. It says we called on a recorded line, if thats the case please pull up the conversation where the representative told us this. I even reached out to them today in an attempt to get answers and they stated I had to pay $2000 for a cancellation fee!! I was shocked! So for the past 5 months we are being charged. This is unacceptable and it looks like they do this to people quite often. Please help us cancel this service!
Business Response
Date: 01/18/2024
January 18, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: *****************************
Vivint Account #: *******
Date of Agreement:
To Whom It May *********************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel her account effective 8/29/23 and to provide a refund for any overpayments. ******************** 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:01/11/2024
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.
Company Repeatedly Abuses Customers by extending contracts, not allowing them to cancel, and fraudulently extends even when service is not wanted. In my case, as a 9-year customer, wit then attempted to cancel several times. In this last case, I had called an tried to cancel in May 2022. they had dropped price to half and no contracts, but when I call because equipment and systems are not working and the system is more a problem then a value I called to cancel. They use tactics common in commission sales to deceive customers making them feel they do not have an alternative but to pay. The only way offered was a large lump sum settlement fir 16 months of service and would cancel. All this for an extended contract that did not exist. I now suspect they are doing this to many others as seen through reviews online. For a security company they are using deceitful practices thinking customers will have no way out but to pay. Managers are continuously not available, the "customer loyalty department" I'm sure is trained regularly on how to deceive clients and trick them into staying.Business Response
Date: 01/17/2024
January 17, ****
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 21121098
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 23, 2015
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In his complaint, ********************** states that Vivint fraudulently extends contracts for service that is not wanted and does not allow customers to cancel. ********************** states that he made several attempts to cancel,however, Vivint will not cancel without him paying a lump sum settlement. ********************* desires the monitoring service cancelled without penalty.
A Vivint representative attempted to reach out to ********************** regarding this matter via email. After reviewing the account, ********************** agrees to forgive the remaining balance of the monitoring service agreement effective January 17,****, however, ********************** will remain responsible for any balance remaining on the equipment loan with Citizens. ********************** has no further obligation to Vivint.
Vivints records indicate that ********************** signed a Purchase and Services Agreement (Agreement) on July 23, 2015. ********************** called Vivint on May 31, 2023, requesting to cancel the monitoring service as he no longer uses the system. ********************** accepted an offer to lower the monthly monitoring service fee to $29.99 with a 24-month contract term renewal on May 31, 2023.********************** called Vivint on January 9, ****, requesting to cancel the monitoring service agreement due to the equipment not working properly. Vivints representative explained to ********************** he would need to buy out 50% of the remaining agreement term, however, ********************** does not agree.
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 he 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 LegalInitial Complaint
Date:01/10/2024
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 canceled my account with VIVINT in October 2023. They have charged my bank account on 12/26/2023. I have spoken to VIVINT on several occasions in which they have confirmed that I have taken the necessary steps to ensure that my account has been canceled (emailed and Faxed in the request) and that I would no longer be charged. I was also informed that I would receive a refund for the last amount charged between 4 to 6 business days. It has been 7 business days, and I still have not received my refund. The last customer service rep was able to see all of the telephone calls that I have made to this company.Business Response
Date: 01/16/2024
January 16, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21119908
Complainant: ***** Mack
Vivint Account #: *******
Date of Agreement: February 27, 2019
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that that he cancelled his account in October of 2023. He states he was charged by Vivint on December 26, 2023. ************ states Vivint told him he would receive a refund but has not yet received one. ************ desires a refund and cancellation.
A Vivint representative has contacted ************ via email in efforts to resolve this matter. Vivint has cancelled the account of ************ effective October 30, 2023. Vivint has also provided a refund in the amount of $37.30. ************ can expect this refund to arrive within five (5) business days.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on February 27, 2019. Vivint records show on October 11, 2023, ************ made a cancellation request due to equipment issues. ************ was told he must pay off his contract buyout of $171.5 and that he must pay off his remaining retail installment contract. On October 30, 2023, ************ paid a portion of his remaining buyouts in the amount of $188.52. October 31, 2023, ************ sent Vivint the required Notice of Cancellation. December 27, 2023, ************ requested an update of the cancellation of his account.
With the provided information Vivint cancelled the account and provided a refund. ************ has no further obligation to Vivint and 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: 01/16/2024
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:01/10/2024
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 company charged my bank account $99.00 for a technician charge which they shouldn't have. The company agreed that I was due a credit back. They listen to the call and verified that I had the service protection plan. They verified my debit card and told me that the money would be placed back on the card. A couple of days later I received and email stating that I would get the credit. I called again on January 5, **** we went through the same process. The loyalty department confirmed that the credit would be processed within 24 to 48 hours. I checked my account no credit. I called them again on yesterday to find out instead of putting credit back into my bank account like they were suppose to they put a credit on my bill. This isn't what they told me and I want the money put back in my account that is on file ASAP!!!Business Response
Date: 01/16/2024
January 16, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21118939
Complainant: *************************************;
Vivint Account #: *******
Date of Agreement: January 30, 2020
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivint has covered the Vivint protection plan payment of $9.99 for the month of January and has provided a refund of $99.00 for the technician fee. ******************** can expect her refund to arrive within five (5) 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: 01/16/2024
Complaint: 21118939
I am rejecting this response because:The refund has not been deposited in my account yet. And the fact that they arent taking responsibility for billing me for something that I wasnt suppose to be billed and I had to jump through hoops to get someones attention and I still havent got my money back.
This company has no urgency in fixing the problem but has no problem billing me on time.
Sincerely,
************************************Initial Complaint
Date:01/10/2024
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 referral to vivint by my daughter. I was originally under contract with ADT and Vivint did a contract buyout for my daughter so they promised to do the same exact thing with me. Now they refuse to follow up on their advertising offer and only want to give me an account credit of $500 and leave me hanging with a broken fee contract of $1500. I have reached out to managers, representatives, and they all have ghosted me.Business Response
Date: 01/17/2024
January 17, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21116443
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: November 9, 2023
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A representative from Vivint has reached out to ************** in an effort to address and resolve the current issue. For any additional questions or concerns regarding this matter, ************** is encouraged to reach out directly to the representative for further assistance.
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: 01/26/2024
On 1/17 I could not finish my conversation with Vivint as I had to return back to work. Therefore, we did not come together with an agreement. I made attempts to contact Vivint back on Jan.19. I left a voice message and did not hear back from them or receive any notifications from them. I would like to continue with the complaint and get a full refund of my equipment and recent services that they are charging me when the services have not been working at all. I would like to emphasize that my car was broken into and the people lingered around my home and the equipment and services has failed to inform anyone. Even after contacting them before and after I have contacted Vivint for support and they have repeatedly not helped me even when I have spent an hour to 2 hours on the phone with them on multiple occasions. AND they still are charging for their services.Business Response
Date: 01/31/2024
January 31, ****
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21116443
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: November 9, 2023
To Whom It May ***************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivints record shows that once again, a representative from Vivint has reached out to ************** in an effort to address and resolve the current issue. On January 18, ****, Ms. ****** billing and refund was explained to her over the phone. In addition, a technician was sent to Ms. ****** home on January 20, ****, at no cost to address her equipment concerns.
For any additional questions or concerns regarding this matter, ************** is encouraged to reach out directly to the representative for further assistance.
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:01/10/2024
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.
Per my initial contract with Vivint, it was determined that I did not receive equipment that I was initially supposed to have with my services. Upon multiple calls and complaints, I finally talked to a Customer ********************** Supervisor, ****** (Badge ******), and he scheduled for an equipment installation. He stated that ALL equipment would be installed for free due to their failure to do so when I started services. When the installation technician arrived, he installed the new equipment. He also stated that he was told, and he verified because it was unusual to see, that ALL equipment would be free installation. After he installed everything, Vivint then charged $537.43 for the equipment and added it to a loan, without any authorization. When confronted through email, they stated that only some of the equipment was free and that was additional charges for more equipment than they expected. Then I told them I wouldn't pay the additional charges so they needed to schedule someone to come back out and remove the extra equipment. They never tried to schedule someone and quit even being willing to communicate with me afterwards. Since, because I refused to be scammed by Vivint TWICE - once for not giving me the equipment in the first place & charging me for equipment I never received and second for charging me extra for equipment they said would be free, it has now negatively impacted my credit score and they still won't even communicate to schedule equipment removal. I want them to remove the charges, clear credit score issues and remove the equipment if necessary.Business Response
Date: 01/16/2024
January 16, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21115721
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: August 18, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that that he did not receive all the equipment he was initially supposed to have. He states he spoke with a supervisor who told him that all equipment would be installed for free due to the initial incomplete installation. ************ states that after the installation Vivint charged him $537.43 for the equipment and added it to a loan without his authorization. He states when he spoke with Vivint he was told only some of the equipment was free. ************ states he has requested to have the extra equipment he was charged for removed, yet Vivint has not responded to this request. ************ desires correction to a credit report and a billing adjustment.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint offers to provide a refund of $330.00. This refund will be to cover the remaining portion of the equipment that was offered for free.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on August 18, 2022. On July 22, 2023, Vivint received a complaint via social media from ************ stating Vivint did not provide all of the equipment that he was promised. On August 2, 2023, ************ reported that he was charged $537.49 for equipment that was to be free plus $99.00 for installation that was supposed to be free. Vivint provided a $99.00 credit to cover the installation. Vivint records show on August 3, 2023, Vivint provided a refund to the equipment line of credit in the amount of $207.49 reducing the amount from $537.49 to $330.00.
With the provided information Vivint offers to refund the remaining $330.00 to ************ to be applied to this line of credit. ************ 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:01/10/2024
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.
Panel for Vivint System failed in August, 2023. Vivint tech finally replaced the panel in November, however, the technician did not complete the installation. Panel was not programmed. He was scheduled to arrive at 12:00 PM but did not arrive until 3:00 PM. Technician stated he would return to complete the installation first week in December 2023. We are still waiting for completion. Vivint gave us a date of Jan 25, ****. This is unacceptable!Business Response
Date: 01/18/2024
January 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 3/1/21
To Whom It May *********************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, ************************ states that his Vivint panel failed in August of 2023. The panel was replaced in November, but the installation was not completed. The tech said he would return to complete the installation the first week in Dec, but it still has not been completed and is not scheduled until 1/25/24
Vivint agrees to credit Mr. *********** account for 4 free months. A technician is scheduled for next week to complete the installation. If a sooner appointment becomes available, someone will reach out to ************************ to schedule it.
Vivints records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on 3/1/21 with an initial term of sixty (60) months. Vivints records indicate that ************************ called on 11/14/23 because his panel had become unresponsive. A technician replaced his panel, free under warranty on 11/17/23. The technician notated that he would need to go back out to finish but no appointments were available until 1/25/24.
A representative from Vivint has reached out to ************************ in an effort to resolve this matter. Vivint has agreed to the above resolution and ************************ may contact Vivints representative directly if he 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:01/10/2024
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 with Vivint me and my girlfriend split up we called in they was suppose to switch everything in her name instead they made her an account and kept mine up now they saying we both owe them I cancelled my service 6 months ago paid my last bill and now they calling saying I owe them more moneyBusiness Response
Date: 01/17/2024
January 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21114788
Complainant: Taddrick Gibson
Vivint Account #: *******
Date of Agreement: 4/6/22
To Whom It May *********************** have reviewed the information provided by Mr. ********************* and appreciate the opportunity to respond.
In his complaint, **************** said his account was supposed to be put in his girlfriend's name. Instead, she was given a new account, and his account was also kept open. He canceled his service 6 months ago, paid his last bill and now he is told he owes money.
Vivint agrees to cancel Mr. ******* account, but he will remain responsible for the equipment loan.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 4/6/22 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 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. Vivints records indicate that **************** called Vivint on 4/11/23 to ask that the contract be changed into his girlfriend's name. Vivints records indicate that **************** was sent an addendum that needed to be filled out with the girlfriend's information and emailed back to Vivint. Vivints records indicate that **************** account was not changed into his girlfriends name due to the required legal for not being signed and submitted. Vivints records further indicate that Mr. ******* account did not cancel as he requested a name change and did not request cancellation, did not pay the early termination fee, had an outstanding loan and the required written notice of cancellation was not submitted. As the name was not changed and the account remained active, he continued to be billed. Vivints records indicate that **************** called on 5/30/23 and spoke with a supervisor who explained move and takeover options. **************** said that it would be best if the equipment was moved with him, and his girlfriend could keep her account open and purchase her own equipment. Vivints records indicate that **************** did not complete a move, takeover or cancellation of his account.
A representative from Vivint has reached out to **************** in an effort to resolve this matter. Despite the information above, Vivint has agreed to the above resolution and **************** may contact Vivints 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/10/2024
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 for close to 6 months. about 3 months ago I changed credit cards and attempted to update my billing information online on my account, but the website would not allow the update. I have made numerous phone calls and chatted online with a number of reps who refuse to help and state the only way to change my billing information is to make a phone call from home at their dysfunctional panel (an entirely separate issue -- I have recordings of the screen being frozen and not responding to ANY inputs) during hours when I am not able to be available due to my work schedule. They have not offered any accommodations beyond this for the initial billing concern. This issue led me down a path of trying to cancel their service and learning the unfortunate level deception used in their business practice and that they will ignore communication that does not require a response. I have followed the steps outlined by their "Loyalty Team" and emailed them at their designated address with all the information requested as of 11/9/23, but I have not received any reply/confirmation of the cancellation despite following the steps outlined by their customer service rep on a recorded line. Checking my account recently I see I am still being charged and now have incurred late fees. I can not do business with a company that refuses to assist with billing for their own services. Due this and ongoing equipment issues to I've alluded to above I need cancellation of their services immediately.Business Response
Date: 01/12/2024
January 12, ****
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21112118
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 5, 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 resolved Mr. ********** complaint by forgiving the remainder of the monitoring service agreement effective January 10, ****. ********************** 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 LegalCustomer Answer
Date: 01/12/2024
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:01/10/2024
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 a company won't refund you whats supposed to be due in 30 days?
I order home security from a big company and had the service for less than 2 weeks. I was told money back guarantee after 30days if i wasnt satisfied. I had to return the equipment because it wasnt compatible. I was told after they receive their equipment back i would get my refund of the full amount. 12-28-23 i was expected to receive the refund. I called on the 29th and I was told my cancelation has not been processed and they'll make sure its done and to call back on the 1-3-24. I called today 1-4-24 and still my account has not been push through cancelation. I have returned all equipment and the company is refusing to pay me what's due to me and refuse to cancel my service as im still being charged.
I am seeking helping with this issue because everytime i call, it's like nobody bothers to cancel my service or push my refund through. I need help getting my money back.Business Response
Date: 01/17/2024
January 17, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: ********
Date of Agreement: November 13, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ***** via email and phone in an effort to address and resolve the current issue. Vivint’s record shows that following the return of Ms. *****’s equipment, her account was cancelled on January 8, 2024. In addition, a refund in the amount of $160.97 was issued via check on January 8, 2024.
Ms. ***** is encouraged to reach out directly to (******************* / ###-###-####) with any further questions.
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 Legal
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