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:09/14/2023
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.
On 08/09/23, Francisco, Supervisor with Vivint ******** ********, came to my house to possibly sell me a security system. At that time I had *** ******** ******** as my provider. As Francisco explained how the Vivint system operates, he repeatedly said that I did not need an internet connection. He stated that I could return the modem/router box I was paying a monthly rental fee for, back to my internet provider to save that money. He told me that the system operates using two cell phone towers (AT&T & Verizon). As Francisco was explaining the system, he asked me questions, i.e., if I was a government employee. He asked about my current contract with ***. According to him, I qualified for several discounts. I told Francisco that I needed a day or two to think about it, yet he insisted that if I was interested, I needed to move forward while he was here because he couldn't give me the same deal. Aftrr the system was installed, their was an internet outage, four days later, & the security system did not operate. I contacted Francisco, & got one excuse after another. I am also being charged for an cell phone connection fee ($1.48) monthly. I entered into a contract under false pretenses. I was lied to over & over, regarding everthing. This system is not worth the paper it's written on, & I was mislead & lied to.
Business Response
Date: 09/21/2023
9/21/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ********
Vivint Account #: ********
Date of Agreement: 8/9/2023
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
******** and a resolution has been agreed upon. At this time, Vivint has agreed
to remove the equipment, cancel and refund her account and line of credit. Ms.
******** may contact Vivint’s representative directly if has any shequestions 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,
****** ********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.
On May 16,2023 Joel A****** came to my home and signed me up for a security monitoring policy in which I did not want at that time due to me having more bills to pay. Joel A****** promised me that all my payments would be deferred for a whole year. I was charged 58.95 out of my account in June of 2023 which I was promised no payments for a year. In June of that same year I was moving out of my residence and informed Vivint to retrieve their equipment because I could no longer use it.They never retrieved the equipment and never cancelled my account upon request prior to my move out. Now I’m receiving phone calls from Citizens Loan which is not a company with Vivint demanding payments on this equipment. Joel A****** was notified of these calls and was to have them stopped but as of today nothing has changed.Joel A****** I believe to the best of my knowledge committed fraud because he promised me that I would not have to pay for a whole year and this is just not true. Joel A****** needs to be reprimanded for his fraudulent actions on this Vivint policy.Business 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: May 16, 2023
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 $113.13, provided a refund of $37.95 and cancelled the account without any further penalty or fees. 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.
Due to being misinformed when my system was upgraded the system did not have the functionality I expected. After purchasing the equipment they also removed the ability to use the system from their website and forced you to use an app with limited features which does not allow you to download footage of security incidents. As well due to hardware failures and other functional issues I called in February to cancel and they told me that if I canceled in August I would only pay $100. However when I called today 9/14 they are now telling me I will have to pay $500. I have already replaced this system due to it's lack of features that were promised and functionality that was removed.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 3, 2016
To Whom It May Concern:
I have reviewed the information provided by Mr. *** **** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. **** via phone to resolve his concerns. Mr. **** may contact (******************* / ###-###-####) directly if he has any further 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,
*** ****Initial Complaint
Date:09/13/2023
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 8/11/23 I called Vivint to cancel my service. A female confirmed my service would be cancelled. I asked her if my equipment would still work and she confirmed it would and that it is just that Vivint will no longer be monitoring my system. With that said, I continued the cancellation. That same day I received an e-mail from Vivint stating that it will take 30 days to cancel my service and that my bill would be prorated.
Complaint #1: I called to cancel my service on 8/11/23. On 9/8/23 (2 days prior to my service being officially turned off) I received another bill for the full amount for monitoring service from 9/8/23 thru 10/7/23. They billed for 30 days of service but would only provide 2 days more. I WANT VIVINT TO REVISE THE BILL TO PRORATE IT FOR 2 DAYS—JUST AS THEY SAID THEY WOULD DO IN THE CANCELLATION E-MAIL. THAT WOULD BE $2.94.
#2: On 9/13/2023 I can no longer control my equipment from my phone. This goes against what they said they about my equipment, that my equipment would still work. I called Vivint and spoke to Paul who 1st told me the reason is because my Smart Hub is not upgraded & recommended I pay for an upgrade. I disputed his reasoning b/c I’ve been using the same hub & phone for years, he then recommended having a technician come out but that would require that I reactivate and pay for monitoring service. I again refuted b/c it is not the equipment; Vivint HAS DISABLED MY ability to monitor my home with the equipment that I bought from them. Then he said something like “Of course we did because you cancelled the service.” I told him that goes against what I was told when I cancelled the service, which was that all my equipment would work fine. Then he changed his story again and said that that was true and that I should be able to control my devices still and if I can’t then he recommends I call a technician. He said that my equipment not working is not their problem (even though they’re the ones that turned it off).Business 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: February 22, 2018
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* explains that she called to cancel on August 11, 2023, and was told her account would be cancelled and she would no longer have monitoring but that her equipment will still work. She further explains that she was told her account would be cancelled within 30 days and her bill would be prorated but she was charged the full amount and she can no longer control her equipment from her phone. Ms. ******* desires a billing adjustment and repair.
Vivint’s record shows that Ms. *******’s account was cancelled on September 13, 2023, and her last processed payment was on August 8, 2023, so no refund is warranted. In addition, Ms. ******* cannot be granted access to Vivint application as a non-customer. However, her system will function as a basic alarm and can be controlled from her panel, or she can reinstate her account to receive monitoring services as well as mobile phone application access.
Vivint’s records show that Ms. ******* signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $1,367.34, plus applicable taxes, during that term. Vivint’s record further shows that Ms. ******* requested cancellation and her account was cancelled on September 13, 2023.
Ms. ******* may contact (******************* / ###-###-####) directly if she has any further 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:09/13/2023
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.
My mother ************************* was basically scammed by this company and ************** whom they use to finance the equipment they reportedly installed in her home in 2021. This issue was not discovered until 2023 because she had to sell her home due to an accident, in which she was no longer going to be able to live alone. Since the equipment was not installed in her home, we are seeking to cancel all services, have the loan which she took out for the equipment voided and the transaction fully voided completely as if it never happened. This is exploitation of the elderly as my mom is 80 years old and was living alone and taken advantage of by this company and their representative that came to her home.Business Response
Date: 09/21/2023
September 21, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20599857
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 6, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that her mother ************************* was basically scammed by Vivint and Citizens when the service and equipment were installed in 2021. **************** states that this was not discovered till 2023 when she had to sell her home. **************** states the equipment was never installed. **************** desires to have the service cancelled, equipment loan voided, and the transaction fully voided as if it never happened.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** agrees to forgive the remaining balance on the monitoring service agreement and the equipment line of credit; with no refund warranted.
Vivints records indicated that Ms. ************************* signed a Purchase and Services Agreement (Agreement) on April 6, 2021. **************** called Vivint on May 22, 2023, to cancel the Agreement as she was moving. Vivint applied a 3-month deferment on the account so that **************** had time to pay off the equipment. May 23, 2023, *************************** (daughter) called requesting a copy of the agreement, saying that her mom is paying for service and equipment she does not have. Vivints records show that the security panel installed was communicating with Vivints central monitoring station till July 31, 2023.
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:09/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have requested cancellation of Vivint home monitoring service for almost a year, we have moved out of the home (have not lived there since 2021 which was the last time the service was used) where the service is being charged for and we can no longer use the service. After about a year they have still not canceled our account and continue to charge between $46 and $49 dollars monthly for an inactive service. Our contract states if we are unable to use the service any longer we can cancel the service as long as we pay off the equipment. The equipment is paid off but they still won’t cancel the service we are not able to use in our current living situation. I am fed up with them just taking our money for no services at all provided by vivint, they are basically stealing my money. On 7/26/2023 vivint finally sent me an email that said if I sent the info to them to cancel they would process my request within 30 days and cancel my account, I emailed the correct department following their instructions, but my account has not been closed and they are still charging me every month.
Old Address: *** ***** *** , Orlando, FL 32804-1751 we no longer own this home it was sold.
Service Number: *******Business Response
Date: 09/19/2023
September 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *****
Vivint Account #: *******
Date of Agreement: November 16, 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 cleared the past due balance of $203.23 and cancelled the account without further penalty or fees.. 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 LegalInitial Complaint
Date:09/13/2023
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.
In July 2023 I was contacted by a vivint salesperson asking me to upgrade my current security system, I was advised about the new equipment upcharge and I agreed, however, I asked the salesperson, ******, if would be one payment to Vivint, he said yes, so we proceeded to upgrade, now a few days ago I get an e-mail from ************** who apparently funded my equipment that my payment was due, I contacted Vivint and was advised that there was no one whom I could speak to. My payment with vivint went from 42 dollars to 70 dollars and I thought it was because of the equipment charge.Business Response
Date: 09/21/2023
9/21/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20597002
Complainant: *********************
Vivint Account #: ********
Date of Agreement: 4/27/2023
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 Mr. ******* account and equipment line of credit without penalty. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/13/2023
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.
they say I am locked in to a 5 year contract and are charging me $3600 for equipment I was pressured in to. when I denied I wanted the service.Business Response
Date: 09/21/2023
September 21, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20597057
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 6, 2023
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In his complaint, ********************** states that he was pressured into getting Vivint services. ********************** desires the monitoring service agreement discontinued and no further contact from Vivint.
A Vivint representative has attempted to reach out to ********************** regarding this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to remove the equipment. Once the equipment is removed,Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund of the equipment line of credit, and refund all payments made directly to Vivint.
Vivints records indicated that ********************** signed a Purchase and Services Agreement (Agreement) on May 6, 2023. ********************** contacted Vivint on September 5, 2023, looking to cancel the agreement and return the equipment.September 6, 2023, ********************** contacted Vivint claiming that he was told he could cancel at any time and now is being told he would need to pay off the equipment line of credit. September 12, 2023, ********************** called to cancel the agreement as he can no longer afford the service. Again, ********************** was informed he would need to pay off the equipment.
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:09/13/2023
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 to cancel my Vivint services when I moved in 2020 and was unaware of a fee to cancel so I continued to pay until I had the extra money to pay them off. On March 25,2023, I paid 276.15 and, to my knowledge, no longer had services linked to me. I did not have any equipment installed in the new address and the equipment was paid off. I no longer received calls or had fees removed from an account. I am now getting calls, again, regarding this account. They are asking for confirmation numbers of accounts paid off and I no longer have those as it was March when I did this. They do not disclose appropriate information and make it where they can continue to harass you with phone calls about an account you no longer have information to. I paid what I owed and just want this to be over.Business 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: July 13, 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 called to cancel her
Vivint services when she moved in 2020 and was unaware of a fee to cancel so
she continued to pay till she could pay if off. Ms. ****** states that she paid
the buyout payment on March 25, 2023, in the amount of $276.15 thinking the
account was now cancelled. Ms. ****** desires the monitoring service agreement
to be cancelled and no further contact from Vivint.
A Vivint representative has attempted to reach out to Ms. ******
regarding this matter via email. After reviewing the account, Vivint agrees to
cancel the monitoring service agreement effective March 24, 2023, when the buyout
payment was received.
Vivint’s records indicate that Ms. ****** signed a Purchase and
Services Agreement (“Agreement”) on July 13, 2018. Ms. ****** called Vivint on August
10, 2021, because she is moving and wants to cancel her agreement. Ms. ******
was informed that she would need to buy out 50% of the remaining agreement
term. March 24, 2023, Ms. ****** called requesting to cancel the agreement as
she moved over a year ago. Ms. ****** made the buyout payment on March 24,
2023. Ms. ****** called on September 13, 2023, regarding the agreement not yet
being cancelled. It was confirmed the equipment was paid off in full. September
14, 2023, Vivint received a written notice of cancellation from Ms. ******.
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 LegalInitial Complaint
Date:09/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Their salesman and installer lied about being able to cancel once equipment was paid off. After my divorce I contacted them many times (sometimes on hold for 20+minutes as I believe they were hoping I’d hang up) one guy claimed they would honor the cancellation. Another stated they would look into the situation by speaking with the installer and the other told me I signed a contract so I was out of luck. Also when answering their recorded video questionnaire the salesman is behind the tablet telling you how to answer by nodding their head. They now have sent me to collections after lying about being able to honor the cancellation. They are scum I paid them thousands over time to only be screwed over. Also I tried to get a camera I paid cash for fixed and they kept telling
Me they had an update coming to fix the issue. Never happened.Business Response
Date: 09/20/2023
September 6, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ****
Vivint Account #: *******
Date of Agreement: 5/2/20
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* **** and appreciate the opportunity to respond.
In his complaint, Mr. **** states that he was told that if his equipment has been paid off then he could cancel without penalty. He was told that his cancellation promise would be honored, and another rep said they would look into it and speak with the installer. Another rep said he signed the contract so was out of luck. His account has now been sent to collections.
Vivint agrees to remove Mr. **** from the collection agency and keep the account cancelled.
Vivint’s records indicate that Mr. **** signed a Purchase and Services Agreement (Agreement) on 5/2/20with an initial term of sixty (60) months that states that he may terminate the agreement at any time after the initial term upon at least thirty (30) days’ prior written notice. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivint’s records indicate that Mr. **** called on 9/25/21 and requested cancellation information. Vivint’s records indicate that on 10/18/22 the promise to allow early cancellation without penalty would be honored after Mr. **** had fulfilled his obligation to pay all amounts owing for the purchase of his equipment and provided verification. Vivint’s records indicate that Mr. **** did not submit a written notice of cancellation, nor did Mr. **** provide verification that his equipment obligation had been fulfilled. Vivint’s records indicate that Mr. **** did not make a monitoring payment after 1/18/23 and his account was closed and sent to a collection agency on 6/28/23.
A representative from Vivint has reached out to Mr. **** in an effort to resolve this matter. Despite the information above, Vivint has agreed to the above resolution and Mr. **** may contact Vivint’s representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 09/20/2023
September 6, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ****
Vivint Account #: *******
Date of Agreement: 5/2/20
To Whom It May Concern:
I have reviewed the information provided by Mr. ******* **** and appreciate the opportunity to respond.
In his complaint, Mr. **** states that he was told that if his equipment has been paid off then he could cancel without penalty. He was told that his cancellation promise would be honored, and another rep said they would look into it and speak with the installer. Another rep said he signed the contract so was out of luck. His account has now been sent to collections.
Vivint agrees to remove Mr. **** from the collection agency and keep the account cancelled.
Vivint’s records indicate that Mr. **** signed a Purchase and Services Agreement (Agreement) on 5/2/20with an initial term of sixty (60) months that states that he may terminate the agreement at any time after the initial term upon at least thirty (30) days’ prior written notice. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivint’s records indicate that Mr. **** called on 9/25/21 and requested cancellation information. Vivint’s records indicate that on 10/18/22 the promise to allow early cancellation without penalty would be honored after Mr. **** had fulfilled his obligation to pay all amounts owing for the purchase of his equipment and provided verification. Vivint’s records indicate that Mr. **** did not submit a written notice of cancellation, nor did Mr. **** provide verification that his equipment obligation had been fulfilled. Vivint’s records indicate that Mr. **** did not make a monitoring payment after 1/18/23 and his account was closed and sent to a collection agency on 6/28/23.
A representative from Vivint has reached out to Mr. **** in an effort to resolve this matter. Despite the information above, Vivint has agreed to the above resolution and Mr. **** may contact Vivint’s representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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