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
- 8,431 total complaints in the last 3 years.
- 2,985 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:12/28/2023
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'll just start out saying, do NOT choose Vivint for your home. It has been nothing but problems for the last couple of years. To start, our doorbell camera stopped recording consistently. I have made numerous calls, and chats to Vivint. Every time they would have me reboot the camera, remove the camera and re-add. The camera would record for a few weeks at most, then back to recording visitors randomly. Finally I was able to get a technician out to inspect. He said I didn't have good connection (the doorbell is not far away from wi-fi) and needed an extender. He told me it would be ordered and they would be back a week later to install. 3 weeks later, no call. I called Vivint again. No record of it being ordered. Set up another tech appt as the doorbell still wasn't working. He came out, said no, you don't need an extender, the range is fine. He added a sensor at the door. Worked for a few weeks, then back to not recording again. More calls to reboot, remove and add back. Too many calls to even say how many. In the mean time, I'm paying every month for a service that doesn't work. Then it got to the point the doorbell wasn't recording any visitors, ever. At one point one of the reps on the phone told me I could buy a new doorbell for $200+ and I also should buy a new panel for a few hundred dollars as well. I've had this system for 5 years. Why on earth do I need to "upgrade" to get something newer to have a working system. So I removed the Vivint doorbell and bought a different brand. I called to cancel my account on November 10th. They told me I had to give 30 days notice. Fine, I did that. I called again Dec. 12th. Account still isn't cancelled. They said they "escalated" my case to get it cancelled. Now it's Dec. 28th. A new bill, and yes, my account is still not cancelled. Again, told by ******* today, I'm escalating your case and it will be cancelled within the next couple days. Word for word what ******* told me on Dec. 12th. I'm at a loss here. AND DONE!
Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21067893
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: November 3, 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 cancel the account of ********************** effective November 10, 2023, and to provide a refund from that date forward. ********************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/04/2024
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:12/28/2023
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 is terrible customer service ***** there cameras are trash had stuff stolen off my property an the cameras couldnt even pick it up currently not using anything in a dam contract and they cant do a single thing about it over priced junk will not recommend payments are ridiculous for cameras that wont even do the job not to mention Ive had techs out here several times and these camera are still trash buyer beware!Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21066349
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: March 4, 2022
To Whom It May ***************** have reviewed the information provided by Mr. *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** in an effort to address and resolve the current issue. To assist, Vivint agrees to cancel **************** Agreement without penalty. It's important to note that he remains accountable for the equipment loan to Citizens Pay.
************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/28/2023
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 sold a two three cameras with the 24 hr playback , on December 3 rd . I was told that I would be able to playback the recordings using a playback button . On December 26th I found out that this was not true and I need a smart drive connected to my system for the three new cameras to work and it would cost three hundred dollars. This is false advertising because when the sales rep and technician came the sales pitch is that all you need is the cameras because they have their smart drive built in them. . I would like either a smart drive added to my system so that the new 24 hour cameras will work properly or a technician to correct the issues with the playback on the three cameras. I pay the extra insurance and protection plan.far the company has been ok , but some of the sales reps are a bit shady.Business Response
Date: 01/03/2024
January 3, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21065059
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: April 12, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she was sold cameras with 24/7 playback on December 3rd. She states on December 26th she found that this was not true and that she needed a smart drive connected. **************** states the representative who sold her the cameras told her all she needed were the cameras for playback. **************** desires to be contacted by Vivint, an explanation of charges, and to have the job finished.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers the choice to choose between the internal playback options that is already enabled on the Driveway camera and the Front yard camera, or the external playback device that will offer 24/7 playback on up to three (3) cameras.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on April 12, 2022. On December 13, 2023, **************** contacted Vivint looking for playback on the Driveway and Front yard cameras. Vivint notes show that the playback was currently working. On December 20, 2023, **************** notified Vivint that her camera was not recording, Vivint notes show that troubleshooting was done. Vivint records show on December 27, 2023, **************** notified Vivint that her playback was not working, troubleshooting was done, **************** noted that she should have a Smart Drive. Vivint notes show that it was verified that the playback was working on his Driveway and Front yard cameras, **************** noted that she should have playback for free.
With the provided information Vivint offers the above resolution regarding the playback for the cameras. **************** 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:12/28/2023
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 *********** from Vivint in 2020. I did love their service for security wise but hated the financial accounting part , I had my equipment financed and ended up paying off my equipment. Through a third party fortiva. When they first charged my fortiva they charged for the equipment multiple times and ended up charging my personal card. I did end up getting a refund to my personal card but not to my fortiva. If I match up my fortiva account to the contract I have with the amount charged for the equipment it is off . Everytime I would call i would get a 15 dollar credit woo I ended up moving to **** and had my service put on hold due to my moms health. I then after 12 months moved back to wy (2022) due to my husbands job. I called and tried to get the service set up. They told me they dont have anyone in the area and that it couldnt be set up . Then just charged my card without authorization for a service I cant use. When I called (8/2023) and stated I wanted to cancel they told me I couldnt and I stated Im not paying for a service I cant use. I spent a week calling trying to get something resolved. One day I spent 7 hours on the phone *********** transferred w/ no resolution. I even had one guy laugh at me. The customer service was horrible. I then stared I just wanted my advice cancelled I didnt care about the overcharges or anything. They refuse to let me cancel and just keep sending me around in circles. I am a busy mom of 2 I DO NOT HAVE TIME to sit on the phone for 7 hours and not get a resolution. I JUST WANT it cancelled. Last week I got a collection letter stating ** sent to collections for 400$ l, FOR WHAT??? service I could never use. I WILL NEVER recommend this company to anyone. And the customer service is horrible!! To laugh in my face to yell at me and to keep transferring over and over. This company is a joke. I have bank statements, transactions etc to prove I was overcharged, I dont even want my money back I just want my service cancelledBusiness Response
Date: 01/03/2024
January 3, 2024
Better Business Bureau of ****
3703 *********** style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks; background-color: rgb(243, 243, 243);">**************, **** 84129
RE: Consumer Complaint Case #: 21064965
Complainant: Sierra ********** style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks; background-color: rgb(243, 243, 243);">Vivint Account #: ********** style="color: ******, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks; background-color: rgb(243, 243, 243);">Date of Agreement: April 30, 2021
To Whom It May *********** style="color: rgb(24, 24, 24); font-family: -apple-system, BlinkMacSystemFont, "Segoe UI", Roboto, Helvetica, Arial, sans-serif, "Apple Color Emoji", "Segoe UI Emoji", "Segoe UI Symbol"; font-size: 13px; white-space-collapse: preserve-breaks; background-color: rgb(243, 243, 243);">
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she is dissatisfied with the customer service provided by **********************. ****************** states that she has tried to cancel the monitoring service agreement, however, Vivint will not cancel her account. ****************** desires the monitoring service to be cancelled.
A Vivint representative has attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** agrees to remove the account from collections leaving the account closed. ****************** has no further obligation to Vivint.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on April 30, 2021. ****************** called Vivint on November 22, 2021, to say she would be moving and wanted to set up an appointment to remove and install the equipment. March 20, 2022, ****************** called due to the deferment ending and was billed for two (2) months. Vivints representative applied a new nine (9) month deferment and applied a credit to cover the charges. January 4, 2023, ****************** called to schedule a moves installation then cancelled the appointment on January 30, 2023. May 18, 2023, contacted Vivint wanting to cancel due to scheduling issues and was advised that she would need to buyout 50% of the remaining agreement.
To resolve this matter, Vivint agrees to the resolution as stated above. ****************** may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/28/2023
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 completed our five year contract in October and spent two hours on the phone canceling our service in November. Today we got another invoice and upon calling, they didnt actually cancel our service because we didnt send them a written notice. No one we spoke to last month told us this was required. We did all the verifications, proved our equipment was paid off, spoke to multiple departments. The final rep literally ended the call by saying we were all set and canceled. Today, ******* wont even tell us how to send in the written request to cancel it unless we pay the new fee. According to their contract she said, they dont have to tell until we pay the new fee. ******* wouldnt escalate to a supervisor and said her team lead told her not to. Acknowledged we called last month and ******* probably didnt tell us about the written cancellation but unless we pay again, they wont tell us how to cancel. I want this account canceled immediately and the $62 charge reversedBusiness Response
Date: 01/03/2024
January 3, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21064948
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: October 17, 2018
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact **************** in an effort to address and resolve the current issue. Vivints record indicates that Mr. ******* account was cancelled on January 2, 2024.
In addition, a one-month refund in the amount of $62.12 has been issued to **************** via check. **************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/28/2023
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 received a couple of letters from me requesting cancellation of their monitoring services for 2 of my homes that I had security monitoring service from them. After receiving said letters, one of them on 02/2019 because I sold the property and the other for my other home on 08/2023 because I rented the house and they continued to charge me for the first house until 10/2023 and for the second house until this day. I have tried calling, sending emails and speaking to several people and it still has not stopped. I would like to receive a refund for all The years they charged me money for monitoring a house that was no longer connected to their services at all. I believe the new owners were also paying them for monitoring services for the same location!!Business Response
Date: 01/02/2024
1/2/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 21063328
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 4/15/2017
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. Pertaining to Ms. ****** account at **** Twin Tides, Vivint has agreed to refund $2,699.46, all payments made since February 6, 2019. Pertaining to Ms. ****** account at **************************************, Vivint has agreed to refund $285.70, all payments made since August of 2023. Both accounts are cancelled and ************** will receive her refunds within **** business days in her checking account. ************* 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:12/27/2023
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 a Vivint customer since I purchased my home in November of 2014. Since then the system has never worked correctly, in the beginning I would call to get it fixed but eventually that became more of a headache than it was worth so I just stopped using the system. Few years went by and I had it all fixed and got some new equipment despite my better judgment and to no surprise it performed just as always which was nearly not at all. I made several attempts to cancel but was told I was under contract until my equipment was paid for. Well I’ve since paid for all my equipment and again made several attempts to cancel and the company just gives you the run around. I feel as they are doing everything they can to keep me locked into a payment for a system I haven’t even used in years!!! Please help me get this canceled.Business Response
Date: 01/02/2024
January 2, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: April 27, 2015
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** **** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to Mr. **** via phone in an effort to address and resolve the current issue. At this time, Vivint agrees to cancel Mr. ****’s account without penalty. For any additional questions or concerns regarding this matter, Mr. **** is encouraged to reach out directly to (******************* / ###-###-####).
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: 01/02/2024
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:12/27/2023
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.
Their services began in September 2022, almost a year and 1/2 ago. in the time the back yard camera has worked for ONLY 4 of those days. The day it was installed and 3 other days when a technician came out to fix it. Each time it immediately stopped working the next day. At one point the inside panel stopped connecting to the wifi for a couple of months, around 3, making all of the equipment essentially worthless. The doorbell camera disconnects from the panel causing us to have to reboot the panel multiple times a day. A process that takes ***** minutes each time, not the 15 minutes it claims. The outages have even caused us to miss recording people stealing from our home and yard. When I looked into the contract I noticed a few points not disclosed by the salesman. One being the exorbitant cancellation fee and the insistence that they be paid in entirety for a period of 5 years service. This house is in probate, once that is ided by the court, it's being sold, Why would I want to lock myself into a 5 year contract with a house I wont have that long.. I feel they took advantage of me in a grieving fear state after my mother just died and my brother threatened to burn the house down. Which was the reason for the need of short term home security in the first place. (please not the figure below includes the financed equipment through citizens bank).Business Response
Date: 01/02/2024
January 2, ****
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21062536
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 14, 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 forgive the remainder of the monitoring service agreement effective January 2, ****, however, **************** will remain responsible for the remainder of the equipment line of credit. **************** 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: 01/10/2024
Hello, I am writing in regards to complaint #********. Though I appreciate the cancelation of my contract with vivint, the bulk of my complaint was that the equipment didn't work for more than a year for which I had it. It is not satisfactory that I am still being held responsible for paying approximately $2000 for said equipment. Also the equipment is proprietary so it will not work without vivint making it all useless even if it ever did function properly. I would like to surrender the equipment and not have to pay the remainder.
Thank you,
******************Business Response
Date: 01/16/2024
January 16, ****
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21062536
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 14, 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 stand by their decision to forgive the remainder of the monitoring service agreement effective January 2, ****, which has been done. **************** will remain responsible for the remaining balance on the equipment line of credit. *************** 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:12/27/2023
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 sold my home at ***** **** ** Gering, NE 69341, in January 2022. Vivint has continuously charged me for a home where no service is being provided. I've since taken residence in Dumfries, VA, and they do not offer service there. I've contacted them several times to discuss this matter and have had no assistance resolving it. I've even asked if there is somewhere I could return the once-needed equipment because clearly, I only have use for it if they can provide service. They will not let me cancel this service when, in fact, they are not providing me a service. They have charged me $72.13 for twenty-three months. Please help resolve this issue. Please observe the attached document. The bank only allows me to go back so far to retrieve information, but I've disclosed what I could.Business Response
Date: 01/02/2024
January 2, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: 7/8/21
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 sold his home in Jan 2022. He states that Vivint has charged him even though hisis not receiving service and that Vivint doesn’t offer service where he now lives, in Dumfries VA
Vivint agrees to cancel Mr. *****’s Agreement without and early termination buyout fee, but he will remain responsible for the equipment loan
Vivint’s records indicate that Mr. ***** signed a Purchase and Services Agreement (Agreement) on 7/8/21 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. ***** had his equipment removed as a move pull to have it installed at a later date. Vivint’s records indicate that Mr. ***** spoke with a representative on 12/27/23. He requested to cancel stating that he had moved. He was given cancellation information and advised that, in accordance with his Agreement, he would have to pay off the equipment and an early termination fee to cancel or he could have his equipment installed for free and continue with his service.
A representative from Vivint has reached out to Mr. ***** in an effort to resolve this matter. Despite the information above, Vivint has agreed to the above resolution and Mr. ***** 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:12/27/2023
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 forced to sign up for a free trial in order to revoke the previous home owners access to the security system for the home I purchased (a huge security/privacy issue). I created the account and trial as instructed and was assured I would receive a refund if I made the decision to cancel the service during the trial period. I did so and have hounded the company over the period of about 3 months looking for this refund calling about 6-8 times and being assured each time the refund would be processed (typically promised the following week). I have never received this refund.Business Response
Date: 01/02/2024
January 2, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21061420
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: August 16, 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 provide a refund of $96.33. **************** can expect his refund to arrive via check within fifteen (15) business days. **************** 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 Legal
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