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:09/27/2023
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.
We purchased Vivint over 6 years ago, no major complaints about the initial service. Last year after our contract was up we renovated our home and removed the security system. We had to move out of our home and move while renovations were being done. I went through the cancellation process as instructed, yet when I called they tried every reason to not cancel service. They asked if I wanted a derferment, I was adamant that I did not and wanted it canceled. I called, stayed on the phone for over 40 min, wrote the cancellation in writing, called several more times. I was told that indeed the services was cancel. I just recently received a note that my service will be coming off deferment and they would start to charge again. I called immediately and went through the same process and they tried everything to not cancel my account after they have it in writing and verbally. They were supposed to call me back to resolve the issue and the call never came. I want to make sure I am no longer charged for a service that I have not used in over 15 months and will not be using.
Business Response
Date: 10/05/2023
10/5/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20665372
Complainant: *********************** ****
Vivint Account #: *******
Date of Agreement: 8/16/2016
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ***** account.
************ has no further obligation to Vivint. ************ 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:09/27/2023
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 had a Vivint alarm system in my home in *******, ** until I sold it and moved to ******** in May, 2023. The new owner told me he would take over the contract that expires in December ****. He reneged on his agreement, and I called the ******************* of Vivint to negotiate relief. I was told that they would cancel the contract in light of the fact that I am moving out of state and that I am moving to an apartment where I cannot have a private alarm system. However, every month since that time, Vivint is charging my credit card on file the monthly fee for an alarm system that is not protecting me or my property. Now they reiterate that they will continue to make these monthly charges to my credit card until December, 2023. Please help.Business Response
Date: 10/04/2023
October 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20664655
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: 7/3/09
To Whom It May *********************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In her complaint, ************** states that she moved in May 2023. The new homeowner was going to take over the service but did not do so. She moved to an apartment and cannot have a private alarm system.
Vivint agrees to cancel **************** service and provide a refund for overpayment.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 7/3/09 with an initial term of sixty (60) months which states that she may terminate the 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 ************** submitted a written notice of cancellation on 5/16/23.
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 LegalInitial Complaint
Date:09/27/2023
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 purchased a security system through vivint back at the end of July. They offered a trial period in which I could cancel with no issues by midnight of 8/9/23. I submitted my cancellation on 8/8/23. The equipment was removed from my home on 8/15/23. I followed up with vivint via phone to make sure they received everything and when I would get my refund of $4000. I was told it could take up to 30 days to process my refund. I called vivint again on 9/19/23 as I still have not received a refund to my citizens line of credit for this system and I'm still being charged for the account that is supposed to be shown as inactive. I was told by the vivint rep that my account is in fact still active and that it does not appear anyone was processing my refund. She escalated my account to a supervisor, stating I should have my money back in 5 days. It is now 9/27/23 and I do not have a refund nor have I heard from vivint. I'm going to call again today but I'm coming here for help but also to warn others of their "business practices" and that they do not in fact have a "no strings attached" trial. You're going to be stuck paying while no one processes your refund.Business Response
Date: 10/04/2023
October 4, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20662191
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: August 4, 2023
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she was told she could cancel her service agreement without penalty before midnight August 9, 2023. ************ states that she submitted her cancellation request on August 8, 2023, and the equipment was removed on August 15, 2023. ************ states that she called to find out when she would receive her refund and was told it could take up to 30 days. ************ states that she has not received her refund from Citizens and is still being charged.
************ desires to receive her refund.
A Vivint representative has attempted to reach out to ************ regarding this matter via email. After reviewing the account, ********************** has cancelled the account and process a refund in the amount of $153.64 on October 2, 2023, back to the original payment method. October 2, 2023, Vivint also refunded Citizens for the equipment line of credit. It normally takes Citizens up to 60 days to fully close the account for the line of credit. ************ has no further obligation to Vivint.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on August 4, 2023. ************ called Vivint on August 8,2023, requesting to cancel the Agreement. Vivint also received ************** written notice of cancellation. August 15, 2023, Vivint removed the equipment. September 17, 2023, ************ contacted Vivint to check on her refund. September 27, 2023,************ called to check on the cancellation and refund. A request was submitted to cancel the Agreement as the equipment was removed and notice of cancellation was received. On October 2, 2023, ************ called again to check on the cancellation and refund. She was advised to allow 3-5 days to have the agreement cancelled and refunded. October 3, 2023, ************ called requesting her refund,it was explained the Agreement was cancelled, a refund of payments made to Vivint, and a refund of the equipment line of credit was processed on October 2, 2023. ************ has no further obligation to Vivint.
Vivint has resolved this matter 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:09/27/2023
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.
On September 6th I engaged in a contract for the lambo of home protection. The sales representative promised we would have smoke detectors installed, window breakers, living room sensors, 4 cameras (including a doorbell) and that all would be state of the art. I was told that they would work even without Wi-Fi as they were backed up by 5g cell phone signal to ensure the cameras would continue to work & be monitored through the app. The installation took 8 hours (on day one) where the installer couldnt get anything to work, caused damage to my walls in the install process, and didnt leave my house until after 11pm. The next day lasted another 5 hours before he claimed he was done. The smoke detectors werent installed because he wasnt certified to install them. I called customer service to complain that the window sensor (only 1 was installed of the 2) and the smoke detectors hadnt been provided as promised. Additionally, I was and am concerned that the camera quality over the garage is inferior than what I had previously and wasnt installed properly. The rep on the phone helped cancel the detectors. Today I lost wifi signal and lost all control of my system. This system isnt any better than adt and the integrity is a joke. Do I like some of the features better, sure, but I was over promised and under sold. I have tried reaching out and the loyalty department essentially told me you get what you get. I want a full refund and the money refunded. For $5000 there is no way I am satisfied and after only 3 weeks. As a small business owner and a member of the *** church I am disturbed I am left in this position. The sales rep and installer talked about their religion a lot to make me feel comfortable in buying and I have just been lied to. As a small business owner I am dismayed I am writing a review like this; I never would want a bbb complaint, but I would also make darn sure all of my clients concerns are resolved before it got to this point.Business Response
Date: 10/04/2023
10/4/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20661994
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 9/2/2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains his dissatisfaction with the sale, service and equipment. **************** requests cancellation of his account.
To assist ****************, Vivint is willing to cancel and refund his account upon receipt of the equipment. A representative has contacted **************** via email to schedule an appointment.
However, it should be noted that on September 2, 2023, **************** signed a System Purchase and Services Agreement (Agreement)with an initial term length of sixty (60) months. Additionally, by signing the Agreement, **************** agreed to a monthly services payment of $86.47 in addition to a monthly equipment fee.
Despite the information mentioned, Vivint agrees to the resolution above.
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:09/26/2023
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 has yet again been negligent & incompetent in addressing & fixing my problems with my home security system.,I wanna be made whole & let out of my contract henceforth as they have failed to deliver what they promised to deliver, one being the system actual works & they do not jeopardize anything in your house. They have failed tremendously & this is occurring in not one of my homes but 2..Business Response
Date: 10/02/2023
October 2, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20661697
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: October 19, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that Vivint has been negligent in addressing her equipment issues. She would like to be let out of the contract. She states the system does not work. She states this is occurring in both of her homes. ************** desires a billing adjustment.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers cancellation of the Vivint account located on Bentwood St. Vivint offers a technician free of charge to address the system issues at ********************************************************************** records indicate that ************** signed a Purchase and Service Agreement on October 19, 2019. Records show on August 5, 2023 ************** reported camera issues, that she was getting Non-stop notifications on all cameras. September 12, 2023 ************** reported that her cameras were no longer working. Records indicate on September 27, 2023 Vivints Legal team was attempting to work with ************** to address the equipment issues and cancellation request of **************. Records show ************** has not responded to the email request of the Legal Department.
With the provided information Vivint offers the resolution as listed above. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/05/2023
Complaint: 20661697
I am rejecting this response because:
I havent been able to communicate effectively with the company & their telephone number to call them back isnt a number it disconnects when I call back.
Sincerely,
***********************Business Response
Date: 10/11/2023
October 11, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20661697
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: October 19, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to send a technician free of charge to both of Ms. ****** locations, Bentwood and Marchmont. Vivint agrees to continue to work with ************* until her issues are resolved. ************** 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:09/26/2023
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 up for Vivint security system in 2021. It was shortly before I moved residences and a rep came to my house assuring me that when I moved homes, Id be able to take the system with me and if not, I could cancel. I was also promised Vivint would setup and take down all equipment when time indicated. When technicians came to set up the system, they were unable to set up a lot of the equipment promised. Lots of false promises from the initial rep. **** pattern continued, when it was time to move vivint couldnt get a rep to take down the equipment for weeks due to being understaffed. I had to move before this timeframe so I had to uninstall myself damaging walls, doorbells and forfeiting a large chunk of my security deposit. The equipment was also damaged and unusable after this. When I moved homes, the home wasnt compatible with Vivint, the equipment didnt work anyway anymore, so I tried to cancel my service and Vivint claimed they couldnt let me out of the contract. Vivints initial rep intentionally misled me (he doesnt work for the company anymore of course) and now I am stuck paying for equipment I didnt use. Vivint should be paying this equipment off, as I only used it for 2 months. They lied to me with promises just to get me to sign up, they caused lots of damage in my home and then continued to charge me. Very misleading and sketchy. A scam.Business Response
Date: 10/03/2023
October 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20660980
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: 2/26/21
To Whom It May *********************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was told that if she moved, Vivint would remove the equipment and install it in her new home. She claims that the equipment that was promised was not originally installed and that Vivint did not honor many promises. She moved and removed her own equipment and damaged the equipment and walls during the process.
Vivint agrees to remove ************** Vivint account from the collection agency and keep her account closed. The equipment loan remains **************** responsibility, but she has no further obligation to Vivint.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 2/26/21 with an initial term of sixty (60) months which states at least thirty (30) days prior written notice is required to terminate the Agreement. If terminated, this Agreement ends on the last day of the thirty (30) day notice period. Vivints records indicate that ************** called on 12/31/21 to have notify Vivint that she would be moving and wanted to move the equipment to the new home. Vivints records indicate that ************** that a technician was scheduled for 1/11/22 and the ************** called on that day to reschedule the technician. Vivints records indicate that ************** rescheduled the appointment for 1/18/22 but called that morning to cancel the installation but did not reschedule the appointment. Vivints records indicate that ************** did not request cancellation and did not submit a written notice to cancel her service. Vivints records indicate that ************** made her last payment on 10/26/21 and her account was sent to a collection agency for nonpayment on 3/30/22.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. ***************** contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/26/2023
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 Aug 25th 2022 I purchased the equipment and alarm service from Vivinit Smart ********* they did the installation and programed our phones and all worked fine until **** -23 when ******* sent a software upgrade to my phone. I called customer service because part of the new software was not working, **************** fixed the microphone so that is working again but the outside notification won't work on my phone, can't turn it on or off ,after about 1 hr of them trying to fix it, the customer service rep told me my phone is not compatible with the new software upgrade so that part won't work cause my phone is too old and I need to buy a new phone! The rep refused to have their IT department make a patch and send it to my phone to make it work right again. I asked to speak to a supervisor so I was on hold for about an hour the customer service rep came back on and said the can cut my next months bill in 1/2 approx $35 but I still need to go buy a $1000 phone, that was an insult ! Is this take advantage of the elderly we are bot in our 70s on fixed income so we cannot afford to go buy a $1000 phone , I am back on hold waiting for supervisor then I was disconnected. with no call back. All they have to do is have their IT department make a patch and send it to my phone. I have spent a lot of money on this security system to have it not work correctly because they made a software upgrade. If they refuse to fix this problem they caused I want every dime I have gave them returned and they come get their stuff and repair any and all holes they made and paint to make it like it was before they started and I will get a new alarm system from someone elseBusiness Response
Date: 10/03/2023
October 3, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20659188
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 26, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that they purchased a Vivint security system, and everything worked till a software update took place. ****************** states that when he called about the issue Vivint could only get part of the mobile app to work. ****************** states that he was told he would need to purchase a new phone as his phone is not compatible with the update. ****************** desires for the issue to be fixed or to return the equipment, have everything cancelled, and refunded.
A Vivint representative has attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** has provided the following offers: 1) remove (2) $5 video service fees for the remainder of the monitoring service agreement, {or} 2) provide a $250 credit to cover the cost of the doorbell camera.
Vivints records indicate that ******************************* signed a Purchase and Services Agreement (Agreement) on August 26, 2022. November 14, 2022,Vivint received App feedback from ******************, the software locks up and I need to turn it off then after 5 minutes, I can get back in. It would really be bad if it locks up during a break in. Vivint sent an email to follow up on the feedback provided. On November 15, 2023, a second email was sent due to no response to the first email. November 16, 2023, a third and final email was sent due to no response to the second email. September 26, 2023, ****************** called due to not being able to change the settings for the cameras with the mobile app. It was explained that his ******* Note 5 is no longer supported,and he would need to upgrade to a new phone. ****************** requested credit to purchase a new phone.
To resolve this matter, Vivint has provided the options 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: 10/03/2023
Complaint: 20659188
I am rejecting this response because:first off those e-mails I never received back in November, they fixed that problem though, and *************************** is my wife, she signed the purchase agreement because she handles our finances. I received e-mail this morning from their legal department with a offer of $10 off my monthly bill or $250 credit to my account and they are working to repair this problem because other customers are having same problem. I wrote back stating I am not pushing for a monetary settlement, I want problem fixed soon but if I have to buy a new phone they are about $1000 and I am retired and on fixed income and can't afford to buy a new phone I just received a reply from them that can not be opened to be able to read. So I have no idea how they responded, I am going to try to reach the legal department to let them know now.
Sincerely,
***********************Initial Complaint
Date:09/26/2023
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.
To whom it concern..we bought a new home a month ago our new home had a vivint smart alarm system installed which We didnt want and didnt know the code to disarm the alarm..we went to our new home on 09/11/23 we opened the back door the alarm went off it was really loud so we called Vivint to disarm the alarm a guy named ****** (******) answered the phone he said we have to provide proof of ownership in order for them to shut off the alarm so I send him a proof of ownership then he said it takes about between 24hr to 48hr in order for them to disarm the alarm while I was on the phone with vivint 2 sheriffs showed up so *************** heard the sheriffs talking to me then *************** advised me in order to disarm the alarm the quickest way is that I transfer the service to my name and Ill have 14 days to cancel it and get my full refund so thats what I ended up doing in order to disarm the alarm .so I called vivint to ************** on 09/20/23 the person on the phone said he can offer me a $10 a month discount so I can keep the service I said no then he said he can cancel the service but he cant give me my full refund (which I was assured by *************** Ill get) then he said their customer service department will call me in 2 days to resolve the issue then I got a call from them yesterday and now they are saying we cannot cancel the service I am under a ******************************************* my full refund either I have witnesses who heard the whole conversation on 9/11/23..I cannot afford this and this is a fraud.I need your help resolving this matter thanks..and vivint has recordings of all the conversations too..the company is trying to implement a ****************************************************************** 14 days I will be under no obligation of any contract or any fees and will get my full refund..Business Response
Date: 10/03/2023
October 3, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20658779
Complainant: *******************
Vivint Account #: ********
Date of Agreement: September 11, 2023
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that he purchased a home with a Vivint security system already installed. ************ states that the alarm triggered, however, he did not have the necessary information to turn it off.************ states that when he called, he was asked to show proof that he owned the home, which he did. ************ states that while he was on the phone, the police showed up. ************ states that the representative informed him the fastest way to resolve the alarm issue would be to set up the service and he would have 14 days to cancel. ************ states that he attempted to cancel on September 20,2023, however, is now being told he has a 1-year contract. ************ desires the monitoring service cancelled and refunded.
A Vivint representative has attempted to reach out to ************ regarding this matter via email. After reviewing the account, ********************** offers to cancel the remainder of the monitoring service agreement effective October 3,2023, however, no refund is warranted.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on September 11, 2023. ************ called Vivint on September 20, 2023, stating he bought the home and is doing a takeover;however, he no longer wants to do the takeover as he is needing to work on the house. September 25, 2023, ************ called wanting to cancel the Agreement and get a refund because they are renovating the home and no longer needs the service. Vivints representative explained the cancellation process.
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 LegalInitial Complaint
Date:09/26/2023
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 entered into our private community and had a representative going door to door selling security systems for this company. This person was asked to leave as we are a private community with privately owned streets and do not allow solicitation from any company or organization. The individual was asked to identify themselves, which he refused and he was asked to leave and he laughed, used foul language and continued to go door to door. This complaint asks that this company remove our area from any further solicitations so they are in compliance with our CCR's and rules for the community. Our community is ******************** 2 in ***********, ************* and our private streets are on *****************, ************, *******************, *********************** and ********************* off of Route 11/Winchester Avenue.Business Response
Date: 10/04/2023
October 4, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20658708
Complainant: ******************************************;
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
The kind of behavior ******************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in ******************** area. Vivint appreciates ******************** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
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:09/26/2023
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.
The company has deceptive tactics and will not cancel the service when you ask. They will in fact continue to auto-draft your account even after you have requested a cancellation. We are on the hook for another months worth of service to something we didn't want in the first place. The company never called or contacted us upon multiple alarms going off. Good thing no one was breaking into our house or trying to kill us because their service would not have helped my family.Business Response
Date: 10/03/2023
October 3, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20658193
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: September 23, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he has attempted to cancel his service, however, Vivint continues to take payments. ****************** states that no one reached out upon having several alarms. ****************** desires the account cancelled and to be refunded.
A Vivint representative has attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service agreement effective August 23, 2023, and refund all payments made directly to Vivint from that date forward. ****************** has no further obligation to Vivint.
Vivints records indicate that *************************** signed a Purchase and Services Agreement (Agreement) on September 23, 2022. ****************** called Vivint on February 8, 2023, to obtain information about cancelling. At this time,she accepted $10 credit for 2 months. August 23, 2023, ****************** called to get further information about cancelling. It was explained that she had one month remaining on the Agreement. ****************** said she would call back. September 26,2023, ****************** called to request cancellation of the Agreement and to find out why she is still being charged. It was explained that Vivint needed a written notice of cancellation in order to cancel the Agreement. Vivint received a written notice of cancellation from ******************.
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 Legal
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