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:09/26/2023
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 canceled service (Account # ********** June **, 2023. ********************** continues to bill me for service after I canceled service.
Business Response
Date: 10/04/2023
10/4/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20655897
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 5/8/2018
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 waive the overdue balance and cancel her account without penalty. **************** 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 LegalCustomer Answer
Date: 01/22/2024
Vivint immediately started sending me billing notices again each month for a service their legal department resolved. They are saying I now owe them $191.42 in monthly charges and late fees. I don't even have their service anymore. I sent the following information to their customer service department and am notifying you that I did that to inform them of the issue. Better Business Bureau Consumer Complaint Case # ******** Complainant: *********************** Vivint Account # ******* Date of Agreement 5/8/2018 This complaint was filed and your legal team ************************************************************ **************** 160- Legal I received a BBB letter dated 10/4/23 with an attachment from your legal department stating "A resolution has been agreed upon. At this time, Vivint has agreed to waive the overdue balance and cancel her account without penalty. ***************** has no further obligation to Vivint." The issue is why did I start receiving billing notices again on 11/8/2023 and 12/8/2023 and 1/8/2024 stating I have monthly charges and late fees now totaling $191.42? Resolve this issue in writing immediately or I will file a more severe BBB complaint. *********************** ************************** I am not communicating by phone as I want a detailed paper trail.Business Response
Date: 01/26/2024
01/26/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20655897
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 5/8/2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
Vivint has waived the overdue balance and cancelled the account. ********************** apologizes for the inconvenience this has caused.
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: 01/29/2024
Complaint: 20655897
I am rejecting this response because: It will take at least ********************************************************** if I receive another billing notice. My last complaint was responded to and yet I started receiving billing notifications again.
Sincerely,
***********************Initial Complaint
Date:09/25/2023
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 am writing to file a formal complaint against Vivint Smart Home regarding their failure to cancel my service and the ongoing issues I have faced as a result. I have made multiple attempts to cancel the service, yet I continue to receive phone calls about new bills and promotional offers, despite not having a contract with Vivint Smart Home for several months.I initially contacted Vivint Smart Home to cancel my service over two months ago. On each occasion, I was assured that the service had been canceled, only to find that the company's representatives failed to follow through. Despite promises, the service remains active, and I am still being billed for a service I no longer require or use.Furthermore, I have been inundated with unsolicited phone calls from Vivint Smart Home, attempting to offer me coupons and discounts for their services. These calls are not only an annoyance but also demonstrate a blatant disregard for my repeated requests to cancel the service entirely.I find this situation highly unprofessional and unacceptable. As a consumer, I expect a company to honor my cancellation requests promptly and cease any further billing or communication related to the terminated service. Vivint Smart Home's failure to do so has caused me significant inconvenience, frustration, and unnecessary financial burden.I kindly request your assistance in addressing this matter and ensuring that Vivint Smart Home promptly cancels my service and ceases all billing and communication related to it. Additionally, I request that appropriate action be taken against Vivint Smart Home for their disregard of their contractual obligations and their failure to provide satisfactory customer service.Enclosed with this letter, you will find copies of my previous cancellation requests, as well as any relevant communication between myself and Vivint Smart Home, which further substantiates my claim. I appreciate your attention to this matter and look forward to a prompt resolution.Business Response
Date: 10/03/2023
October 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20655313
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: 2/23/18
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ************** states that she canceled but is still being charged.
Vivint agrees to cancel her service.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 2/23/18 with an initial term of sixty (60) months which states that she 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 ************** submitted her written notice of cancellation on 9/12/23 and is set to cancel on 10/12/23, in accordance with her signed Agreement.
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 LegaInitial Complaint
Date:09/25/2023
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 purchased Vivint on 7/31/23. Like other complaints I was told verbally by the sales rep I had a 30 day trial, come to find out it was only a 3 day trial. I messaged Vivint 5 days later saying the app was not working (cameras won't load and playback does not work and still does not presently 9/25/23). I called to cancel and they said I was not in my trial period any longer and that a technician would need to come **** ** as unservicable to cancel without penalty. The technician no showed 3 times. I finally had a technician come out on 9/21/23 and he was here for 5+hours and was not able to fix the **sue. He told me that him ****ing it as not fixed would help the customer loyalty team **** it as unserviceable. Reached out to the customer loyalty team on 9/25 and they stated that the technician would have to **** it as not serviceable or have 5 technicians come out 5 times in the same year to determine if the **sue ** fixable. The technician on 9/21 stated it was an app **sue and the customer loyalty team ** stating it ** not. Complete run around. Currently I am paying 120 a month for a service that does not work as I cannot see my camera live or the recordings. I should not be held to my part of the contract when I made it clear to the sales rep that we have androids. I have emails from vivint android team saying there has been **sues with the app. They are now sending another technician on as they stated the first technicians work order was only to troubleshoot not to fix the **sue. They are stating that the system works as the panel works, but with the app not working the service ** pointless as I cannot see my camera.Business Response
Date: 10/03/2023
October 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20654459
Complainant: ***********************;
Vivint Account #: ********
Date of Agreement: 7/31/23
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 Ms. ****** account and loan once the equipment has been removed from her home. ************** 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: 10/03/2023
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 one the service and equipment loan are fully canceled and refunded.
Sincerely,
***********************Initial Complaint
Date:09/25/2023
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.
Hello, my name is *********************************, my contact information: Cellphone number is ************, and email is ************************************************ in April of 2020, I started my service with Vivint. I was paying around 30.00-40.00 per month on my equipment and I was paying ***** per month for the Vivint service. In December 2022, I paid off all of my Vivint equipment because I sold the house I lived in. The address I had for service at that time was **********************************************************. Part of the agreement with the home owner, was that they would keep all of the equipment and take over the Vivint service monthly and pay the ***** per month. I was told by Vivint representatives that the new owner would be able to do that, and they could continue the service. The new owner, his name is ********************* and he has been paying for service at that address. Since then, Vivint had and has kept charging me, even though I no longer have access to the security equipment or even their website. They are also charging *********************. I had Vivint open a double billing case and it has not been resolved. I called Vivint in July of 2023, and I was told I was locked into a contract. They told me that to stop being billed, I had the option to buy out the contract. I bought out the remaining contract and was charged ****** by Vivint on July 5th,2023. Expecting that I would no longer be billed, I just checked my bank statement today, and I have been billed since then for *****. The same amount that I have been paying every 25th of the months since December 2022. In total, for the last 9 months, I have paid a total of ******, plus the ****** that I supposedly paid to buy out my contract. In total, I have been charged by Vivint, a total of *******. I expect to obtain a FULL refund, and I expect to quit being billed. If there is anything needed like copies of bank statements, please let me know. I have left my contact information at the top of the listing.Business Response
Date: 10/02/2023
October 2, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20654243
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: February 4, 2020
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ************************ and a resolution has been agreed upon. At this time, Vivint has agreed to refund all payments received from January 2023, forward when the new homeowner started service. ************************ 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: 10/02/2023
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:09/25/2023
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 agreed to take over this security account from the previous occupant: my sister. It will be 2 years in November. I stopped using the alarm activation feature after December 31 when 3 false alarms triggered: Intrusion, Medical Emergency, and Fire while I was away from home. A neighbor reported seeing a police car in front of the house; he advised them that the occupants car wasn't there. Clearly there was no evidence of a fire so they left. Every attempt to contact this company for service check results in lengthy waits for an answer, or numerous holds for transfers to other departments. Since it is approx. $34 monthly after ************ my ******* agreed to just terminate the service altogether. When I called to do this- again turned into a lengthy call. I was advised that I have to give them a phone payment for early termination. Since we now view them as less than professional; told them to terminate service, and send a bill which we will pay upon receipt as previous payment was done. They still haven't, and I am being harassed by phone calls of recordings stating "this is Vivint with an important issue with your account"... We aren't in arrears with payments. It was service that clearly was unreliable therefore not utilized. Please help.Business Response
Date: 10/03/2023
October 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20654039
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: 12/23/21
To Whom It May *********************** have reviewed the information provided by Ms. ********************* and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and agreed to resolution. At this time, Vivint has agreed to cancel Ms. ******* ******** Ms. ****** 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:09/25/2023
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.
On August 5th, 2023, my fiancee and I allowed this sales representative from Vivint named ****** to enter our home and attempt to sale us on vivint equipment. I told him I really wasn't in a good place at the moment to add an extra bill but I do want to have my home secured sooner than later. Of course he asked us if he could tell us about the product and run some numbers for us to see if we'd be interested. We allowed him to do so. We were okay with what he was telling us but still unsure of making an extra bill at the moment. He told us that he'd give us one month to try out their products and services and If we didn't like it for any reason, we could cancel free of charge. So we agreed to try it out. About two weeks or so later, I actually got a detailed look at what we were going to be charged over the next 5 years. My fiancee and I was stunned by what they were charging. So we decided we would cancel before the 30 days was up because what we saw was unacceptable for us. I called vivint on August 31st to cancel and they told me they have to get in touch with the sales rep in order to verify that he gave us 30 days instead of the 3 day trial period that they give everyone. This pass Thursday (9-21-23) made three weeks that I've called them about this problem. I've called them a total of 15 times from 8-31-23 to 9-22-23. They keep telling me that they can't get in touch with the sales rep or his supervisor. If they can't get in touch with the sales rep to verify, they have to go by the normal 3 day trial period they give everyone. I tell them they are not trapping me in a 5 years contract when I was promised a 30 day trial. I ask them how is it that they can't get in touch with a sales representative that works for their company for over three weeks. How can the sales rep own supervisor not get in touch with us own employee for over 3 weeks. I told them they are intentionally trying to trap me and not honor my 30 days I was promised.Business Response
Date: 10/02/2023
10/2/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20652409
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: 8/5/2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that he was given a 30-day cancellation trial period. ************** explains that he wants his account cancelled.
To assist **************, Vivint is willing to honor the 30-day trial period. A representative has contacted ************** via email to schedule a system removal appointment. Following the removal, his account will be cancelled and refunded.
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,
***********************Initial Complaint
Date:09/25/2023
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 placed my address as his because I dont have his home office address. His name is *************************** and he is an area manager for vivint. A few days ago he came by our home to pitch us about vivint. He first spoke to me and I informed him my wife wouldnt be home for 30 minutes. He came back and talked to my wife about a 3 day trial. At the end of the 3 days he never contacted us to pick up the equipment or even call about service. Upon contacting him today he states our trial is over and theres nothing he can do. I will be notifying my neighbors not to do business with him for the ones that dont have vivint. He is a poor representation of the company and didnt come pick up the equipment thus trying to force us into a contract or paying 2k for the equipment. If he has done this to us, he and vivint has surely done this to others.Business Response
Date: 10/02/2023
10/2/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20448384
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 8/3/2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
****************** equipment has been removed from the home. ****************** account has been cancelled and refunded. **************** 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: 10/02/2023
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. For their response they surely will get my business back in the future. Huge thanks to the person who helped.
Sincerely,
***************************Initial Complaint
Date:09/25/2023
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.
Greetings Sir or Madam,
I'm filing this complaint about Vivint Home Security services. I signed up with Vivint on July 3rd, 2023 & felt I had a reliable security system. My first disappointment was August 2nd, 2023 when I had to call police to my home. There was unexpected activity happening at my front door & my camera never alerted me of it. I wasn't aware until my dog barked aggressively at my front window. My next disappointment took place August 10th, 2023 when my security system went down. The same day I reached out to customer services, mentioned the issue to them, but they couldn't get a technician to me until August 12th, 2023. This was not good news for me because I live on Northside of Jacksonville, Florida in an area that has a plethora of crime activity. I heavily rely on my home security system & it was down for 2 days until the tech came out. My biggest concern though was during the conversation the Vivint representative mentioned that the software version my panel uses has been known to freeze the panel. So it feels like to me they installed faulty equipment in my home just to get a sell & my families safety was never a real concern for them. There after, my system keeps having issues, such as it would say my back & front door are open when they are really closed. The cameras go offline from time to time & my backdoor camera detects insects as a person lingering. Furthermore, back camera never detects motion from my neighbor's cats the creeps around in my yard. At this point I'm very unhappy & when I reach out to Vivint about canceling my account & services they mentioned that the full amount of equipment would have to be paid before the contract could be terminated. However, I don't believe in paying for something that has malfunctions. I have records of conversations, images & videos that can support my complaint & I'm willing to provide them. I just hope that I can be assisted with this matter in any way. Thanks in advance for you time.Business Response
Date: 09/27/2023
September 27, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ***
Vivint Account #: *******
Date of Agreement: July 3, 2023
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 agreed to cancellation of the remaining monitoring contract and equipment line of credit with Fortiva, upon removal of the Vivint equipment.. Ms. *** 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: 09/27/2023
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:09/24/2023
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 back in 2020 and signed the agreement. I always paid my bill on time and I did not have any trouble until I wanted to move. At the time that I inquired Vivint, I was told that I had not paid my equipment off with a company called Fortiva. I called and got my balance and paid it off in full. Then I began getting harassed by Vivint if I was not able to cancel my service. They said that they could move it to my new address. I told them that I was moving into a brand new apartment complex with high-tech security already in place and then they asked about the buyers of my house and I refused to give them their name. I said that they should go and get the equipment out of the house before the new owners took ownership because I was NO longer in need of their service, and I was told that they could not do that. The equipment has remained in the house and I keep getting charged monthly even after I called several times and filled out a form online for discontinuance of service. I have been billed monthly for $32.14. I also get notifications of deliveries and doorbells from a home I have NOT owned since January 2023. Vivint does NOT answer phone calls or e-mails. I want the harassment by this company to STOP NOW! I will be able provide documents upon request.Business Response
Date: 09/29/2023
September 29, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20649547
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 14, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she called Vivint to cancel her service as she was moving. ************** states that she was told she needed to pay off her equipment before she could cancel, which she stated she did. ************** states that she began getting harassed by Vivint about the cancellation and continues to be charged for a service she no longer has access to. ************* desires the monitoring service agreement cancelled and refunded.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, ********************** agrees to cancel the remainder of the monitoring service effective September 29, 2023,however, no refund is warranted.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on July 14, 2021. ************** called Vivint on December 30, 2022, to schedule an appointment for taking down the equipment and to have it reinstalled. January 3, 2023, ************** called requesting to cancel the appointments because she was not sure whether she wanted to keep the equipment or not. During this call ************** asked for options; Vivints representative explained the processes for either a takeover of the service or cancellation of the monitoring service agreement. No request for cancellation was made, nor did ************** provide a written notice of cancellation.
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:09/24/2023
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 placed an order based on multiple phone calls and text messages back-and-forth with a representative We confirm the deal they took a deposit and put it on my credit card, and I waited a week for the installation.Their employee came to my house and we went over the entire system with one required change due to no power by my front door for the doorbell camera we called his office, spoke to **** and agreed on a deal.It was then that my committed in written offer prior to my giving a deposit of $31.47 a month in service monitoring now became 51 in change with no explanation of why it was almost double.This to me is equivalent to a bait and switch situation, promised an offer in written form, and then, after I was committed unexplainably, they try to increase the fees by almost double.Business Response
Date: 10/02/2023
October 2, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20649542
Complainant: ***************************;
Vivint Account #: ********
Date of Agreement: 9/25/23
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ************** states that he was promised a monthly price for $31.47 but when it was going to be installed, it was changed to $51. The doorbell did not have power close by so a deal was made.
Vivint requires additional information and is in the process of gathering the information in order to resolve this issue.
Vivints records indicate that ************** has not signed a Purchase and Services Agreement. He claims that the cost he was promised is different from the one that he was asked to sign on the Purchase Agreement. Vivints records show that the technician called into Vivint and spoke with a representative who agreed to add a free outdoor camera and spotlight for the same price as the doorbell camera. He also agreed that the monthly payment would not change. Vivints records show the monthly rate to be $55 and it has not been changed.
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 Legal
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