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
- 8,353 total complaints in the last 3 years.
- 2,972 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:09/15/2023
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.
Vivint Account #: *********
We signed a 5-year contract with Vivint in 2019 when we were living in Perryton, Texas. This contract included equipment cost and monitoring and was for 5 years.
In 2020, we relocated to Baird, TX. Before the move, I called Vivint and said I would like my equipment moved and installed. I was told it would be a "seamless move" and to leave the Perryton equipment at the Perryton address. They also told me to leave the recording device, but when the technician came in 2020 to Baird, she told us we would have to buy a new one. We also did not get credit for any of the payments we made for the Perryton equipment and were charged full price.
When the technician came to our Baird residence in 2020, she had me sign a contract. It was explained to me that it was an extension of the 2019 contract and that the 5 years would date to 2019. When we were told later they would not cancel our account, I asked for a copy of the 2019 contract. They refuse to produce that contract which is convenient for them.
In 3/2023, we completely paid off the equipment. We called Vivint the same month and let them know we would be cancelling our account. We were told that I had signed a document in 2020 renewing my contract for another 5 years. That is inaccurate.
I've called dozens of times (being kept on the phone hours at a time) but every time I call Vivint, it's like starting over from the beginning. I'm promised that my case will be "escalated" and that I will get a phone call back. More often than not they don't return phone calls or emails. I have recorded and saved most of the phone calls with them.
Vivint continues to charge us the monitoring fees when they know full well they have no right to do so. Vivint has been the worst company I have ever dealt with.
I want Vivint to fully cancel our account and stop all attempts to collect money from us. Thank You - ******* and ******** ******
Business Response
Date: 09/22/2023
September 22, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: March 24, 2019
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 cancel the remainder of the monitoring service agreement effective
March 1, 2023, and refund all payments made directly to Vivint from that date
forward. 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: 09/22/2023
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:09/15/2023
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 started with a vivint contract a little over a year ago. They never told me that they took out a line of credit without my permission. When I found out, I paid off the equipment and closed the account then contacted vivint to lodge a complaint. It fell upon deaf ears. I tried repeatedly to get out of the contract to find a collections letter in the mail yesterday with 700.00 in interest and fines added. My next step is to contact the attorney general.Business Response
Date: 09/22/2023
September 22, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *******
Vivint Account #: *******
Date of Agreement: March 13, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** ******* and appreciate the opportunity to respond.
In his complaint, Mr. ******* explains that he was not aware that a line of credit was taken out over a year ago with his Vivint contract. He further explains that he paid off the equipment, closed the account, and contacted Vivint to lodge a complaint. Mr. ******* further explains that it fell upon deaf ears, and he has now received a letter from collections.
At this time, Vivint agrees to cancel Mr. *******’s Agreement and remove his account from collections.
Vivint’s records show that Mr. ******* signed a Purchase and Services Agreement upon installation of his Vivint system with an initial term of sixty (60) months. This shows a monthly services fee of $44.99, and total equipment fee of $818.98 that was financed, plus applicable taxes.
Vivint’s records further show that Mr. ******* stopped making his monthly payments after June 23, 2023. As such, the account was cancelled for non-payment on August 29, 2023, and was transferred to an outside collections agency.
Despite the validity of this debt, Vivint agrees to the above resolution. Mr. ******* has no further obligation to Vivint and will not be contacted further by collections.
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: 09/22/2023
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. In closing the complaint I want a letter from vivint stating that all accounts are closed, all debt has been waived and any negative credit reporting has been rescinded.
Sincerely,
******** *******Initial Complaint
Date:09/14/2023
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 called vivnt on this date time asking for help I talk with agent Daniel around 10am sharp on 9/14/2023. I ask for technical help with my camera and door locked and smarthub .Daniel advised he didn't feel like transferring me to the proper department at all .. he reason was nothing when I ask to speak with his supervisor he got mad and very dishonest and very unprofessional with the call he told me he was going to hang up in my ear deliberately and I could call me when he's not there..
Furthermore I called back later today around 8:32pm. Talking with another agent with my technical issues I advised him ( Richard) I need to speak with his supervisor for help and fixing my concern since none of the agent have the skill or knowledge basic to correct the issues
I have a long list of issues
1. Smarthub
2. Mobile app issues
3. Software glitch
4. Camera not syncing
5. Dvr issues
6. Camera playback issues
7. Smarthub software update issues
8. Door lock issues
9. When lock door at keypad it lock stay instead of away
10. I have tons of pictures proof these errors happen every system update
11. Smarthub blanks out by itself
12. Smarthub doest respone
13. Smarthub Camera view and click error
14 my cellphone and smarthub show to different arm / readyBusiness Response
Date: 09/20/2023
September 20, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: November 8, 2018
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 cleared the past due
balance of $35.85. Vivint agrees to continue to assist Mr. ******* with any arising system issues he may have. 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:09/14/2023
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 a vivint system in my home the hasnt worked properly for over 3 years. My contract finally expired in May and I called on June 1 2023 to cancel my service. They tried to offer me a new system and a new contract during this attempt to cancel. I declined and he told me that they had to send me an email and I would have to fill it out and send it back. I did this while I was on the phone with him. Now I have been billed 3 more times since this cancellation. I called again today, and the same process happens. They try to sell me another co tract and system, then tell me I have to go through the email cancellation process again, even though I have proof I sent the email already. He said that there was no way for the first person to see the email come back because it comes to a different email that they have access to. I dont know which person is lying, but Im done going in circles with a company that has a scam set up to keep people paying for services they dont receive.Business Response
Date: 09/20/2023
September 20, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20606871
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: May 8, 2018
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account effective June 1, 2023. Vivint will provide a refund of any payments made directly to Vivint from June 1, 2023 forward. ********************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/20/2023
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:09/14/2023
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.
Logged in friday 9/8. could not see bill. There is something wrong with my account it looks like its loading and never finishes. i chatted for help was blown off and told "you can see it monday the 11th". so i waited patiently and logged in on 9/11. still cant view my bill. had to let some agent make my payment and now i need to get new bank account numbers since they accessed my account info. Again asked for help and given the run around, they wont help me get my bill since i am not at home by my panel. So i call from home, get transferred between billing and tech support 3/4 times and waste 45 min of my life. I am finally told they are putting in a request to have this fixed and they need a few business days. i ask for call back from supervisor on why i keep getting the run around when its not my equipment that has an issue its the viewing and paying of my bill. they say ill get a call. Never did. Chatted tuesday again got the run around, wait, it will be there, call in to talk. SO i call again get a supervisor who ASSURES me he will help. Tells me I can log in Thursday and it will be fixed. So i log in thursday and its not fixed. Now i am told they just "accepted" my issue 9/13 and i have to wait until 9/21 for resolution, no one is going to reach out to me i just have to log in daily to check if this is fixed. I JUST WANT TO VIEW AND PAY MY OWN BILLS!!!!!!!!!!!!Business Response
Date: 09/21/2023
September 21, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: October 5, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that she logged in on September 8th and could not see her bill. She states she called in and was told she would be able to see it on Monday. Ms. ***** states she waited and tried again. She states she could still not see it. Ms. ***** states she had to let an agent take her payments and now has to get new bank account information since Vivint accessed her account. Ms. ***** states after calling in again she was told they are putting in a request to have the issue fixed. She states she requested a call back from a supervisor and never received a call. She states her issue is still not resolved. Ms. ***** desires to be contacted by Vivint.
A Vivint representative has contacted Ms. ***** via email in efforts to resolve this matter. Vivint has explained that is IT department is currently working on a resolution to resolve this company wide matter. Once this issue is resolved Ms. ***** will be able to review her billing invoices with no issues on her account.
Vivint’s records indicate that signed a Purchase and Service Agreement (“Agreement”) on October 5, 2018. September 8, 2023 Ms. ***** contacted Vivint with billing questions, notes show the answers were provided. September 11, 2023 Ms. ***** noted that she cannot view her bill online, she was informed that this is a common issue. September 19, 2023 Ms. ***** again informed Vivint that she is unable to view her bill.
With the provided information Vivint is currently working on a resolution to this issue as stated above. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that APPARENTLY I DO NOT GET A CHOICE BECauSE THEY SAY THEY ARE "WORKING ON IT" AND I JUST HAVE NO CHOICE BUT TO ACCEPT THIS. THEY CANNOT EVEN TELL ME WHEN IT WILL BE RESOLVED. I WILL BE PUTTING IN ANOTHER COMPLAINT IF I CANNOT VIEW MY NEXT BILL. I AM NOT HAPPY BUT SHE GAVE ME SOME CREDIT SUPPOSEDLY BUT WHO KNOWS? I CANT VIEW MY ACCOUNT INFO TO SEE IT AND THEY CAN'T TELL ME WHEN IT WILL BE FIXED! I AM NOT HAPPY!
Sincerely,
******** *****Initial Complaint
Date:09/14/2023
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.
5-2-2023
I called for a technician to come repair my window sensors for the 4th+ time. When the technician showed up, he said he was done fixing the problems. I told him to let me test it, opened the window and the problem was NOT fixed. When i pointed to the window sensors, he replied that they did not belong to vivint. I replied, what are you talking about. You guys installed my service. According to the technician,
the sensors were never installed from the original install back in 2-8-2017. After all these technicians, the tech stated that he had to call his manager to approve him putting in the missing equipment. The tech told me I had to sign for the equipment and that the manager would address it. Instead I was WRONGLY billed almost 600$. I have VIDEO evidence that the only charge was 50$ for a garage tilt sensor and the business refuses to review it.
Cancellations credited the 350$ in equipment but stated customer service needed to credit the remaining amount due as the equipment should of been there back in 2017 when i was under contract and was paying for the equipment. It is now 9-14-23 i have called multiple times, told the credit would be applied as noted, and it's still not done. Instead they have hung the phone up on me consistently. I will not pay another bill until the account is corrected. I need someone that actually cares to fix the problem. I demand they fix my bill and credit the remaining amount so I can pay my normal bill or cancel my account.Business Response
Date: 09/22/2023
9/22/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: 2/8/2017
To Whom It May Concern:
I have reviewed the information provided
by Mr. ******* and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to issue a credit of $200.00. 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 LegalCustomer Answer
Date: 09/22/2023
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:09/14/2023
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 and paid the cancellation fee in May 2023. Vivint rep **** me in July offering free equipment. I was told that I responded agreeing to this. My actual response said to contact me because I had additional questions. I received 2 **** messages asking when is a good time to contact me. I never replied. I was told by vivint that I agreed to accept this offer and have service transferred to my new address. I did not agree to anything and I never accepted the free equipment. I've contacted Vivint quite a few times to get this fixed. I keep being told that they will fix the issue but everyday, several times a day they attempt to charge my debit card. I have to keep my card locked which is an inconvenience.Business Response
Date: 09/21/2023
September 21, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20606331
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: April 22, 2019
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her complaint, ************************ states that she terminated the contract and paid the cancellation fee in May of 2023. She states she has been told she agreed to free equipment in July. ************************ states she requested contact as she had further questions. She states she did not respond any further to any questions. ************************ states she was told she agreed to have her service transferred to her new address. She states Vivint continues to charge her. ************************ desires a billing adjustment.
A Vivint representative has attempted to contact ************************ via email in efforts to resolve this matter. Vivint has cancelled the remaining monitoring contract without penalty or fees to *************************
Vivints records indicate that ************************ signed a Purchase and Service Agreement (Agreement) on April 22, 2019. Records show on April 12, 2023 ************************ requested her buyout information. May 31, 2023 ************************ requested to have the contract buyout invoiced and confirmed that her equipment was paid off. June 1, 2023 the contract buyout of $286.77 was added to the account. June 19, 2023 ************************ made a cancellation request due to moving. June 20, 2023 the Notice of Cancellation sent by ************************ was added to her account. Records show on July 20, 2023 ************************ accepted an offer for free equipment. August 22, 2023 ************************ reported that she never agreed to continue the service, notes show the account was resubmitted for cancellation.
With the information provided Vivint has cancelled the account as listed above. ************************ has no further obligation to Vivint and may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/14/2023
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.
We canceled our contract on July 23rd, they charged my band accout and took$57.14 on Aug 23rd.i called at that time and they said a refund would be issued. I called on 9/11 because we have had no refund and at that time was told they would escalate the refund and we would have it in 24 to 48 hours. I just called again and was told now it would be 2 to 5 days before I get my money back. They took the money in error and was negligent. Case# ************Business Response
Date: 09/21/2023
September 21, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ***
Vivint Account #: *******
Date of Agreement: July 23, 2018
To Whom It May Concern:
I have reviewed the information provided
by Ms. *** and
appreciate the opportunity to respond.
In her complaint, Ms. *** states that she cancelled the monitoring
service agreement on July 23, 2023. Ms. *** states her account was charged
$57.14 on August 23, 2023. Ms. *** states that she called Vivint about her
account being charged; she was informed there would be a refund. Ms. *** states
that she has yet to receive her refund. Ms. *** desires to receive her refund.
A Vivint representative has attempted to reach out to Ms. ******
regarding this matter via email. After reviewing the account, Vivint has agreed
to reissue the refund in the amount of $57.14 back to the original payment
method on file.
Vivint’s records show that Ms. *** signed a Purchase and Services
Agreement (“Agreement”) on July 23, 2018. Ms. *** called Vivint on July 24, 2023,
to cancel the Agreement due to being out of contract and no longer wanting the
service. July 25, 2023, Vivint received Ms. ***’s written notice of
cancellation. Vivint’s cancellation policy is the account will be cancelled
within 30 days of receiving the written notice of cancellation. August 24,
2023, Ms. *** called as she was charged after requesting cancellation. August
25, 2023, Vivint processed the cancellation; Ms. *** has no further obligation
to Vivint. September 21, 2023, Vivint reissued the refund for $57.14 back to
the original payment method on file.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. *** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/22/2023
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:09/14/2023
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.
Received 9/12/23 returned back 9/12/23 to address that was shipped . No return labels was included when I received product. Contacted the company to have refund, only to be blowed off and not will to cancel my order. Now the company is sending everything back to me that I don't want. I'm asking for my contract to be canceled. And provide shipping return information. The system was sent back to shipping address the same day I received it. Have proofBusiness Response
Date: 09/22/2023
9/22/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: ********
Date of Agreement: 9/11/2023
To Whom It May Concern:
I have reviewed the information provided
by Mr. ******** and
appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has agreed to refund Mr. ******** $162.83 which will be received
within 7 business days. 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 LegalCustomer Answer
Date: 09/22/2023
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:09/14/2023
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.
Our security system would randomly set and go off at random times, many times. I called twice and spoke with tech support, they could not figure out why it was doing this, so in August 1st the issue happened again and Tech support could not figure out why so I asked to cancel the service. Tech support transfered me to the appropriate department. I spoke with a man told him the issue and wanted to cancel the service, we were not under contract for over a year. He stated the panel was outdated and he could give me a good deal on a updated panel. I was very frustrated by then and told him no I was not paying anything to fix their equipment. I told him again to cancel the service. That was the end of the call. The panel continued to flash showing it was still active, I called back about a week later and spoke with a lady from tech support and told her the service had been canceled but yet the panel kept staying on. I told her I just wanted it disconnected. She talked me through how to disconnect the battery by taking the front panel off and unplugging the battery then replacing the cover. Then how to unplug the other plate from the wall outlet. A month later Vivint called to ask how the service was working, I stated the service had been cancelled since August but she told me it was still showing active, she would transfer me to billing to make sure it was canceled. I spoke with a man in billing he stated the service had not been canceled and we were going to have to pay over a hundred dollars to cancel the service, I told him everything I have stated above and I call to cancel before the next month was due. I stated I should not have to pay those charges because their employee didn't do their job by canceling the service like they were supposed to. I asked to speak with a supervisor but he stated there was not one available. I ended the call.Business Response
Date: 09/21/2023
September 21, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: June 26, 2017
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 cancel the monitoring service agreement effective August 1, 2023,
when the first request was made. 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: 09/21/2023
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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