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
- 8,352 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:10/01/2023
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.
On 5/3/23, a door-to-door salesperson representing Vivint Alarm company knocked on my door and sold me a security package in the amount of $3500.70. What the salesperson failed to tell me is that this amount was contingent if whether my old alarm contacts on my windows and doors would be compatible with the new system. Unfortunately, they were not and my system would not arm at all. After calling the salesperson several times, a technician came back out on 5/26 and informed me that they would need to install all new contacts and sensors, and that it would have been the salesperson's job to inform me of such news. The technician quoted me an additional $1,130.74 for the additional equipment. Even after feeling deceived, I agreed to these charges. That same day, I set up my account with Vivid online and came across their weekend Memorial Day sale. They were advertising a 20% sale on all new equipment. I called customer service and explained to them that I just had purchased all new equipment, and if my purchase would qualify for the sale. They clearly informed me that I would, but that I would have to wait for the transaction to post on their end for me to get the discount. I waited for weeks, and called again to follow up. Every time I called customer service, they referred me to the loyalty dept. I spoke to a gentlemen a month later and had to explain my whole situation again. He said the he would take care of it. Months passed by and my account still had not received a credit. I called months later, to again have to speak to several people and was told again that they would take care of it. Months go by and nothing. I called a final time on 9/22, and was told by a Supervisor that my request was denied because the promotion was only for existing customers, not new installations. The sale was not advertised for existing customers only and feel cheated and lied to by Vivint deceiving business practices.
Business Response
Date: 10/10/2023
October 10, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: 5/23/23
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 agreed to honor the 20% equipment discount. 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:09/30/2023
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.
Since the day we got service we have called in over 15 times because the system messes up. We were charged more than 4000 for the system and come to find out they reused half the system from our old security service.. they have come out and uninstalled and reinstalled the system in different spots of my house to get better service and nothing but all kind of holes in different parts of my house… today a tech was supposed to come out between 4 and 8 and I received a text saying they were on their way then I got a text saying I canceled which I never did.. now I can’t talk to a supervisor and they say I have to reschedule.. I would like to take them to small claims court or something.. I don’t want their services they are horribleBusiness Response
Date: 10/09/2023
October 9, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: **** *****
Complainant: ********
Vivint Account #: *******
Date of Agreement: 8/5/22
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. *****, and a resolution has been agreed upon. At this time, Vivint has sent a technician and equipment issues have been resolved. Ms. ***** has been given the information requested regarding her line of credit and may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/09/2023
Complaint: ********
I am rejecting this response because:I did not know Mrs **** was sending the email back to you guys so fast .. I still hadn’t had a chance to speak to my husband about what we discussed .. I spoke with him after he got off of work and he said he just wants to cancel service with Vivint .. he doesn’t want to deal with Vivint anymore we have had so many issues and so far since the tech has came out it has worked but it always does after a tech comes out then a couple or few weeks later it does the same.. we are paying for service that is always disrupted and he just wants to end service .. that’s it just done with the service please…
Sincerely,
**** *****Business Response
Date: 10/12/2023
October 11, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: **** *****
Complainant: ********
Vivint Account #: *******
Date of Agreement: 8/5/22
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ***** and appreciate the opportunity to respond.
Vivint agrees to cancel Ms. *****'s Agreement, however, she will remain responsible for the equipment loan. If Ms. ***** chooses to continue with Vivint Agreement, Vivint stands by its previous resolution.
Vivint’s records indicate that Ms. ***** was given a gift card for $1000 to buy out her previous security company in August 2022. Vivint’s records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on 8/5/22 with an initial term of sixty (60) months which states “If, at any point during the initial term of this Contract, you fulfill your obligations to pay all amounts owing for the purchase of any equipment pursuant to the SES, then you may terminate this Agreement without penalty or early termination fee with thirty (30) days prior written notice.” Vivint’s records indicate that on 10/4/23, Ms. ***** was given free technician who resolved her camera issues. Vivint’s records indicate that on 10/9/23, Ms. ***** was given 3 free months of monitoring.
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:09/30/2023
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 have been trying to work with Vivint for over a year about a broken camera over my garage. I have called and called and called - to no avail. EVERY time I get on the phone, I am either left on hold for over an hour, or told to wait on hold with an agent who continues to try to UPSELL me on another NEWER camera system when all I want is the old one either fixed or replaced with a working camera. In addition, I sat on the phone today arguing and going back and forth with a rep. *** refused to transfer me to a supervisor for over 45 minutes. After I became angry and yelled expletives and told her I was looking up their *** she finally said she would get a supervisor on the phone. *** still never did. *** asked me over and over to wait and that she was "working on it." I finally hung up and I am writing to you now. I intend to write to the *** as well. We still have a camera on the side of our home that is not working and we have been paying the monitoring fee for it for over a solid year for nothing at all. I cannot get a resolution from this company and it is ridiculous. We were even going to purchase another camera system but that fell through because the rep could not provide the necessary help I needed in a timely manner and they were told NOT to run my credit for another system but she did anyway and then apologized for it later. I have never ever dealt with a company this scandalous and sneaky and with people who lie as much as they do and promise to call back and promise to fix the problem but only continue to add services and charges to your bill - other than ******** I need a resolution tot his problem immediately. I was told that the Supervisor in Tech Support would be on the phone but that never happened. I hung up because I just couldn't take the lies and stalling any longer. Please help.Business Response
Date: 10/06/2023
10/6/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20679231
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 2/16/2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** explains that her outdoor camera needs to be replaced.
To assist **************, Vivint is more than willing to replace her outdoor camera at no cost to her. A representative from Vivint has contacted ************** via email to schedule an appointment for the replacement of the camera.
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:09/29/2023
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 had a sells person come to our house on 9/14/2023 selling Vivint security. His name was ***** from ****. We decided to give it a try because we have someone throwing rocks at our dogs. On 9/25/2023 we decided to cancel it for several reasons. We called customer service 2 days in the row and was told they are unable to get ahold of the sells person ***** and we don't have 30 days to decide like we were told just 3. If we want out of the contract we have to pay full price for it.Business Response
Date: 10/06/2023
October 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20677372
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: 9/14/23
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, **************** states that a sales rep went to his home on 9/14/23. He decided to try the system and decided to cancel on 9/25/23. He called twice and the rep was unable to get a hold of the sales rep and he was told he does not have a 30-day trial and he must pay off the equipment to cancel early.
Vivint agrees to cancel Mr. ******* account and loan once the equipment has been removed from his home.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 9/14/23 with an initial term of sixty (60) months which states You, the buyer, may cancel this agreement/transaction any time prior to midnight of the third business day (excluding holidays) after the date of
this transaction. Vivints records indicate that **************** spoke with a representative on 9/28/23 who told him that he would reach out to the sales representative and if he does not respond, then Vivint would honor the 30-day cancellation period promised by the sales representative. Vivints records indicate that the sales representative has not responded to the text or email.
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:09/29/2023
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.
After selling my home the company continues to bill me. Much time and effort on MY part was taken to call and find someone who could help. Calls are logged reflecting my time wasted since no one took care of the problem and I'm still being billed. It seems this is fraudulent use of my credit card which they no longer have the right to charge.$27.94 Transaction date Sep 6, 2023 Posted date Sep 6, 2023 VIVINT ****** **************Business Response
Date: 10/08/2023
October 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20675048
Complainant: ************************;
Vivint Account #: ******
Date of Agreement: 6/27/08
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, **************** states that Vivint billed her and the new owner her your old home for the same address. You moved in June and have been charged since then.
Vivint agrees to cancel Ms. ******* Agreement and provide a refund for overpayment.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on 6/24/08 with an initial term of sixty (60) months. Vivint's records indicate that the new homeowner declined to take over Ms. ******* account. As Ms. ******* account was not taken over, her account remained active. Referral bonuses are applied automatically, 30-days after installation, when a new customer uses the referral code that is given to them by the existing customer. The new homeowner did not use a referral code therefore a referral bonus is not warranted. Vivint's records indicate that that **************** submitted a written notice of cancellation on 7/20/23 and that, per her Agreement, it should have cancelled 30-days later on 8/19/23. Vivint's records indicate that **************** has received over $230 in credits over the last 11 months in free months and goodwill credits. Vivint's records indicate that Ms. ******* account has been canceled. A refund for the payments made from July to the present in the amount of $41.46, which should have been $32, was refunded to her card on file on 9/29/23.
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: 10/14/2023
Complaint: 20675048
I am rejecting this response because: Vivint has not taken into account all the communications I made with them trying to be responsible in transferring the account. ********************** did not communicate with me regarding the account not being transferred nor their policy that I was responsible for bills that continued to come. They knew I was no longer in the home, the app was no longer accessing the system and yet I was billed. I do understand now that the homeowner did not communicate with me once she decided that it was not going to work because Vivint could not get a hold of her by phone. I never seemed to talk with the same person and had to continually explain what was happening to people who were not able to help so I was transferred, had to explain again multiple times simply because I was trying to promote the good experience I had with Vivint for over 15 years. That all ended when I tried to encourage the new homeowner to take over my account because it would have been a good deal for them. It seems Vivint failed us both without acknowledgement of the time and effort I put into trying to keep a customer for **********************. They dropped the ball. I wasted my time. All I'm getting is a refund but I'd like them to acknowledge the value of my time in trying to transfer when they couldn't manage to make it happen.
Sincerely,
*************************Initial Complaint
Date:09/29/2023
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 used to rent at ********************** and the house already came with a security system provided by Vivint. I was requested by the landlord that if I wanted to pay for the monitoring, I could do so. I called up Vivint and they sent a representative. I was due to move out in the coming months and I requested to only pay for a few months of monitoring (6 months to be exact). I later found out when I went to terminate, that the representative gave the sweet talk and actually signed me up for a 1 year contract. I contacted their customer service and was shot down each time. Eventually all they could do for me was offer me a deferment till I moved into my new home. I have spoken with many Vivint customers and they have told me that their monitoring is month to month no contract. The fact that this representative signed me up doesn't sit well with me. The deferment is set to end soon and they will restart payments by November. I seek to have this account, deferment and any future payments terminated. I also requested a refund of $101.19 the cost that the representative charged me for starting the service.Business Response
Date: 10/05/2023
October 5, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20674563
Complainant: *************************
Vivint Account #: *******
Date of Agreement: November 10, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he moved into a rental home that already had a Vivint system. **************** states that he contacted Vivint to start service explaining he was due to move out in a few months and requested to only pay for six months. **************** states that when he called to cancel, he found out that he signed up for one year. **************** states that Vivint would not cancel the service, however, offered a deferment till he moved,which he accepted. **************** desires the monitoring service agreement cancelled and a refund of the $101.19, the cost he was charged to start the service.
A Vivint representative attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service agreement effective May 16, 2023, when Vivint was contacted to cancel the monitoring service agreement, however no refund is warranted.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on November 10, 2022. **************** called Vivint on April 13, 2023, to say he was moving. Vivints representative offered a deferment,however, since the service had not been active for 6 months, the deferment could not be applied. **************** was given a $25 credit to assist with ***************** and a call back was scheduled for September to set up new home/new service. May 16, 2023, **************** contacted Vivint requesting to cancel due to moving. **************** is unable to take the equipment because it belongs to the landlord. Vivint agreed to apply a deferment as the Agreement does not end till November 10, 2023.
To resolve this matter, Vivint agrees to the resolution as stated above.**************** 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 LegalCustomer Answer
Date: 10/05/2023
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:09/29/2023
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 signed the installation agreement 3 years ago it was stated that if anything went wrong with their proprietary equiptment, that they would replace for no charge. Your system is stuck with them and you cannot have another security company take over their proprietary equiptment since it will not work. You pay a premium price for their equipment to the tune of ******** or more, you expect for them to honor their commitment to their products. Since then, my installation agreement is no longer available on line and since it was signed on a tablet there was not a physical copy. They are now selling a service monthly agreement that should not pertain to installations prior to an addition of service agreement. Now I have a component that needs replacing and the system is not connected to the network. They want to charge me to send someone out to fix it or mail me a part charging me shipping cost that has taken over a week now. Then they want me to fix the components at home. If you don't want them to monitor the system anymore you can still arm it but you can't access on you mobile app.Business Response
Date: 10/06/2023
10/6/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20674095
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 3/10/2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explained that he is dissatisfied with the equipment and service he is receiving.
To assist **************, Vivint has added a 3-month credit to his account. Additionally, a piece of equipment was shipped to ************** on October 2, 2023. A representative has contacted him via email to schedule a free appointment for a technician to repair the issued with the system if needed.
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:09/28/2023
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 have only been a customer for 2 years. I paid over $600 for my cameras. Now they are off line. Vivint said that the reason they are off is because they are old and no longer compatible with their system and want me to buy new cameras for over $700. How is it right that you sold me old cameras and now forcing me to buy new ones. And they are apparently giving me a quote discount! Whats stopping them from doing this again 2 years from now and asking me for more money! And requiring me to buy their products and they are not working with any other cameras. I have to use theirs. Im already paying almost $100 a month! This is terrible treatment of their customers!Business Response
Date: 10/05/2023
10/5/2023
Better Business Bureau of ****
**** ********
*************** **** 84129
RE: Consumer Complaint Case #: 20672278
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 7/24/2020
To Whom It May ***************** have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
In his complaint, Mr. **** explains that his outdoor cameras are not functioning properly and require a replacement. Mr.**** further explains that he does not wish to pay for the replacement.
To assist Mr. ***** Vivint is willing to provide him with 2 replacement outdoor cameras at no cost. A representative has contacted Mr. **** via email to schedule an appointment for the replacement of the cameras.
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:09/28/2023
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 terminated security monitoring services with Vivint last April (2023). Since I stopped them from charging my debit card, somehow they got access to a credit card that I had and charged it fraudulently. I have since cancelled the card that they had access to. But they are now calling me for the second time this week claiming that I owe them money because they cant charge my credit card anymore. This is a criminal organization that has used unscrupulous tactics to keep charging me for services that I dont want. I dont think that I am alone in having this kind of experience with Vivint. When I first contacted them about the fraudulent charges they had someone who began speed talking me about being *********** medical equipment that I never received nor do I want. A serious investigation needs to take place into this companys business practices. Im available for further input if needed.Business Response
Date: 10/05/2023
October 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20671749
Complainant: ************************;
Vivint Account #: ******
Date of Agreement: 9/22/17
To Whom It May *********************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that he canceled in April 2023. Vivint started using a different credit card than he originally had and charged it fraudulently until he canceled the card. Vivint is now calling him to say that he owes money.
Vivint agrees to cancel ************** service.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on 9/22/17 with an initial term of sixty (60) months which states After the initial 60 month term, this agreement will automatically continue month-to- month and you may terminate the agreement upon at least 30 days prior written notice. If terminated, the agreement ends on the last day of the 30 day notice period. You may terminate this agreement at any time after the initial term upon at least thirty (30) days prior written notice to the other party. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivints records indicate that ************ spoke with a representative on 4/24/23 and asked about cancellation due to false alarms. A discounted upgrade and lower monthly rate was offered but he declined. Vivints records indicate that ************ spoke with a representative on 9/27/23 about charges he felt were fraudulent. The representative attempted to explain the cancellation process, but ************ disconnected the line. Vivints records indicate that written notice of cancelation was not submitted by *************
A representative from Vivint has reached out to ************ in an effort to resolve this matter. Despite the fact that written notice of cancellation was never submitted per ************** signed Agreement, 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:09/28/2023
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 have had Vivint for over 10 years. I am on a five year contract now, with 2 years remaining. I called to cancel the contract and they told me I could have a 1 year buyout amount for $565.68. They said I could make monthly payments. Well, they never canceled it. They continued to charge me another $114.96 making the buyout $669/96 instead of $565.68. I have talked to them almost daily the last month as they won't quit calling me wanting their money up front. They told me they don't have installment payments and I would have to pay it all at once. I told them I had an agreement to do this but they didn't believe me since they couldn't find it in writing. They sent me a bill for $669.96. I crossed that amount off and inserted $565.68. I sent a check for 1 month of $47.14 which is the monthly payoff for 12 months. They took my payment of $47.14 and subtracted it from the $669.96 instead of $47.14. They said I still owed them $622.82. They have continued to call me almost daily wanting their money after I explained my payoff agreement and they still say they need their money now. I quit answering the phone because they keep saying the same thing over and over. I told them i would pay them $47.14 for 12 months and the buyout would be over. I just wanted o pay the $47.14 a month to get this thing over with. I should owe them 11 payments of $47.14. Can you help me? They threatened to turn my account over to a collection bureau. I don't want this as I have excellent credit. What should I do?Business Response
Date: 10/04/2023
October 4, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20670936
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 14, 2014
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the Vivint monitoring contract without further fees or penalties for ********************. ******************** 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: 10/04/2023
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,
***************************
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