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:08/21/2023
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 got this system on 8/12. I called a day later having issues of cameras not recording. Was corrected by troubleshooting team. Called again next day for same issues. Told them I wanted to cancel or downgrade due to the issues . I made sure I called Before the midnight of the deadline date. They updated the panel & was sending a tech & said If it doesnt work I could ********** asked what if I have to wait a day or two for a tech that It would be outside the 3 days and was told it didnt matter I could Cancel . I called back 8/19 regarding cameras not working again and said I recently called to cancel or possibly downgrade nor a tech ever showed up yet. I called today 8/21 to Verify my cancellation since they werent in office on sat when I called and now I cant cancel since Im out of my 3 days!! .Even though I was told I could and have had nothing but horrible service and horrible equipment experience. Ive called numerous times in my first week . After being told I wasnt able to cancel and need to pay for equip I then talked to a manager To tell me the same thing . I tried to cancel . I do not want a system I cannot trust . They kept dragging their feet to be out of the 3 days to say I am unable to cancel . I want to cancel !
Business Response
Date: 08/25/2023
August 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20502111
Complainant: *****************
Vivint Account #: ********
Date of Agreement: August 12, 2023
To Whom It May ***************** have reviewed the information provided by ********** and appreciate the opportunity to respond.
In her complaint, ********** states that that she had an issue with camera recordings the day after installation. She states the issue was resolved by the troubleshooting team. ********** states the issue returned the next day and she informed Vivint she would like to downgrade due to the issues. She states Vivint offered an update to the panel and to send a technician, and that if this did not resolve the issue she could cancel. ********** states the technician never showed so she requested cancellation. She states she was told she could not cancel due to being outside of her 3-day trial period. ********** desires cancellation.
A Vivint representative has attempted to contact ********** via email in efforts to resolve this matter. Vivint has offered full cancellation of the Vivint account. This will include removal of the equipment, a full refund of any payments made directly to Vivint, and full closure of the Equipment Line of Credit.
Vivints records indicate that ********** signed a Purchase and Service Agreement (Agreement) on August 12, 2023. Records Show on August 14, 2023 ********** made a cancellation request due to camera issues, notes show troubleshooting resolved the issue. August 15, 2023 ********** requested to downgrade her system and a technician was scheduled. August 19, 2023 ********** requested the cancellation of her service. August 21, 2023 ********** reported camera issues and again requested cancellation.
With the provided information Vivint offers full cancellation of the account as listed above. ********** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/21/2023
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.
This company refuses to cancel my account. I got a divorce in 2021 and because the account was originally signed under my ex-husband's name, they won't allow me to cancel despite providing the divorce decree and the fact that I am the one paying for the monthly fee, have the account ********************** information, and own the equipment outright. I have worked with multiple supervisors and was told the account was transferred to me, but keeps getting "kicked back" and they refuse to address the concern despite a no contact or association with my ex-husband.Business Response
Date: 08/25/2023
August 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20500498
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 12/2/19
To Whom It May *********************** have reviewed the information provided by Ms. ********************* nd 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. ************** 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:08/21/2023
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.
Good morning, I signed up with Vivint in about 3 weeks ago. Upon reviewing the contract I discovered that I was financed $3800 for equipments. I have been calling the loyalty department to get the service canceled because I do not want to pay that much for equipment. I have been giving the run around and offered different discounts which led me to pass the 3 days trial that was brought to my attention when I spoke to one of the agents. I have spoken with various supervisors who stated that they would get the trial extended to 30 days so I can cancel. They promised that call me back I have not received a call as of todays date. Once again Im begging whoever is concern to go ahead cancel the service please.Business Response
Date: 08/23/2023
August 23, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20500467
Complainant: *************************
Vivint Account #: ********
Date of Agreement: August 5, 2023
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 the full cancellation of the Vivint account. This will include removal of the Vivint installed equipment, a full refund of any payments made directly to Vivint and closure of the Equipment Line of Credit. **************** 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:08/21/2023
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 was seeking a security system for my home. The sales rep misrepresented to me the service and equipment. I sent the equipment back because it was not what I asked for and was promised. Upon receipt of my returned equipment I have been getting the run around about getting my refund issued. Each rep says a different story of the refund timeline. I was initially told 3-5 business days after receipt of returned equipment. Now they are saying 30 days. This is definitely unacceptable, especially for service that was never activated. I need my refund now, this has been ongoing since August 7. The company is still trying to sell me their service and I do not have my initial refund. I feel robbed. I need my money back NOW!!!!Business Response
Date: 08/24/2023
August 24, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20500103
Complainant: ******************************;
Vivint Account #: ********
Date of Agreement: August 3, 2023
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he sent the equipment back because it was not what he asked for. He states that Vivint has been giving him the runaround about the refund. that he sent the equipment back because it was not what he asked for. He states Vivint has been giving him the runaround about his refund. He states he was told 3-5 days and is now being told 30 days. States he was told 3-5 days and is now being told 30 days to receive a refund. ******************** desires a refund.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint representative offered to send the refund back via the card on file to reduce the amount of time it would take to receive the refund. ******************** opted to have the refund sent via check. The refund will take up to fifteen (15) business days to arrive.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on August 3, 2023. Records show on August 7, 2023 ******************** notified Vivint that he did not receive all of his equipment and requested to ship the devices back. August 15, 2023 ******************** told Vivint the equipment was shipped back and requested a refund. August 17, 2023 Vivint received the required Notice of Cancellation to cancel the account. August 21, 2023 ******************** reported that the account was cancelled and that he wants a refund.
With the provided information Vivint has cancelled the account and provided a refund. ******************** 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 LegalCustomer Answer
Date: 08/25/2023
Complaint: 20500103
I am rejecting this response because:
The Vivint representative has failed to mention that they want to place my card on autopay to issue a refund to my card, which is why I requested a check. Autopay is not a necessity for any company to issue a refund anywhere in the world. This is just another tactic from Vivint to prolong my refund. Autopay was not required to take my payment so why would that be a requirement for a refund. This company has a very poor business ethic and I would not recommend them to anyone. It is unacceptable and ridiculous to have to go through these hoops and loops in order to get a refund, especially on a service never used. This company still refuses to issue my refund in a timely manner and in the way that they received it, which a representative and supervisor assured me on August 21 my refund would be deposited into my account no later than August 24 and now here comes the legal team with a completely different story. I am certain that I will not receive a check because there will be another issue from this company. It also should not take 15 days to receive a check. That is something that could have been overnighted. This company has terrible customer service and no morals.
Sincerely,
*********************************Initial Complaint
Date:08/21/2023
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.
Currently, I have an outdoor camera I purchased through Vivant that is 8 months old and no longer operational.After noticing this particular camera was no longer working I called Vivant, which a technician telephonically guided me through the trouble shooting steps in an attempt to remedy the broken camera. All the steps this technician guided me through did not fix the broken camera. Because the camera was still not working, the technician said the only remedy for the broken camera was to either have a technician come to my place of residence for a charge of $99.99 or to enroll in a monthly service contract at a cost of $10 per month; I declined both options. After the above noted conversation, I reviewed the installation and purchase contract I signed with Vivant. In the contract it states in pertinent part: 6. Repair ******** ******* may be provided by shipping replacement equipment to your installation address for self-installation. After reading the contract agreed upon between Vivant and I, I called Vivant back to have them ship me the camera for self-installation. At this time I spoke with Vivant technician **. ************************* who again attempted to sell me both above mentioned service plans. I again decline to purchase anymore service through Vivant as I have already spent more than $4,000 in service and equipment. I thought to myself, maybe **. ************************* was unfamiliar with contracts, so I educated her as to what Vivant and a I agreed upon. After such, Ma. ************************* willfully and deliberately refused to honor the contract out of what I believe a form of retaliation for not purchasing more agreements with ******. Ma. ************************* stated if the broken camera was an indoor camera she would send the camera to my residence for self installation, but because the broken camera is an outdoor camera she would not. I took this as a form of disrespect as if she was implying I was not smart enough to climb a ladder and replace the broken camera.Customer Answer
Date: 08/21/2023
The below is the entire complaint being the original complaint from lol mits the charters.Currently, I have an outdoor camera I purchased through Vivant that is 8 months old and is no longer operational. The broken camera was installed by a Vivant technician at the time the entire system was installed on my home. The security system consists of 5 outdoor cameras, 8 window / door sensors, 2 automatic door locks and the main security panel.After noticing this particular camera was no longer working I called Vivant, which a technician telephonically guided me through the trouble shooting steps in an attempt to remedy the broken camera. All the steps this technician guided me through did not fix the broken camera. Because the camera was still not working, the technician said the only remedy for the broken camera was to either have a technician come to my place of residence for a charge of $99.99 or to enroll in a monthly service contract at a cost of $10 per month; I declined both options.After the above noted conversation, I reviewed the installation and purchase contract I signed with Vivant. In the contract it states in pertinent part: 6. Repair Service. During the term of this Agreement, we will repair or service any defective part of the System as follows: (A)What is Covered: If you selected professional installation, then for one hundred and twenty (120) days after we complete the installation, we will repair or replace any defective part of the System without charge to you. After the initial one hundred and twenty (120) day period, or at any time if you selected self-installation, we will,for a period of five (5) years after the date of purchase of the equipment, and so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, butyou will pay a visit charge for each service call at our then-prevailing visit fee for the package that you have selected, plus any applicable taxes. Service may be provided by shipping replacement equipment to your installation address for self-installation.After reading the contract agreed upon between Vivant and I, I called Vivant back to have them ship me the camera for self-installation. At this time I spoke with Vivant technician **. ************************* who again attempted to sell me both above mentioned service plans. I again decline to purchase anymore service through Vivant as I have already spent more than $4,000 in service and equipment. I thought to myself, maybe **. ************************* was unfamiliar with contracts, so I educated her as to what Vivant and aI agreed upon. After such, Ma. ************************* willfully and deliberately refused to honor the contract out of what I believe a form of retaliation for not purchasing more agreements with ******. Ma. ************************* stated if the broken camera was an indoor camera she would send the camera to my residence for self installation, but because the broken camera is an outdoor camera she would not. I took this as a form of disrespect as if she was implying I was not smart enough to climb a ladder and replace the broken camera. After numerous attempts to have the camera sent to my address for self installation Ma. ************************* continued to refuse to comply with the mentioned contract as she continued to try and sell me the noted services plans.I continued to refuse Ma. ***************************** intimidating and pressuring bully like sales tactics and because of such the camera is still broken.In closing, I informed her per the contract between Vivant and I, all purchased equipment is covered under a 5 year warranty, so why would I purchase additional services to cover what is already covered.All I want is for Vivant to honor our contract and send me a replacement camera for self installation.Business Response
Date: 08/24/2023
August 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20493293
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: November 18, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that that his almost 8-month-old camera is not operational. He states he went through troubleshooting on the phone which did not resolve the issue. He states Vivint then offered him a technician for $99 or to enroll in a monthly service for $10. ******************** states he declined both options. He states part 6 of the agreement signed states Service may be provided by shipping replacement equipment to his installation address for self-installation. ******************** states he contacted Vivint and requested a replacement be shipped to him for self-installation. He states that the representative again offered a technician or monthly service which he denied, and he states the representative continued to ignore the agreement that was signed. ******************** desires a replacement.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint offers to send a technician free of charge to replace the defective camera.
Vivints records indicate that ******************** signed the Purchase and Service Agreement (Agreement) on November 18, 2022. Records show that section 6 of the Agreement states At Vivints discretion, service may be provided by shipping replacement equipment to your installation address for self-installation.. Vivint does not ship outdoor cameras for self-installation or replacement as the installation is a bit more difficult and damage ************-installation void the warranty of the camera. Records show August 5, 2023 ******************** reported that his camera was offline, troubleshooting did not resolve the issue, ******************** declined to have a technician sent out. August 6, 2023 ******************** requested to have a replacement camera sent to his home. August 11, 2023 ******************** reported that his camera was still offline and again requested to have a camera shipped and declined Vivints offer to send a technician.
With the provided information Vivint offers a technician free of charge to replace the defective piece of equipment. ******************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/24/2023
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:08/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We signed our contract back in 2021. At the time, the sales rep indicated that the 60 month term is for financing the equipment and we can cancel our service agreement as a result of a bonus or a discount that he was offering. Now in the spring of 2023, we sold our house, including Vivint equipment, and have moved to ** where Vivint doesn't offer service. I called before the sale to confirm the process and that we can cancel our service. It was mentioned that we need to pay off the equipment and we should have the buyer do a takeover but if they choose not to, then we can still cancel. The equipment was paid off before the sale. After the sale, the buyer decided to call and get everything set up. At no point were they offered to take over. I then called to cancel and was told I couldn't due to the contract term. I explained that when we signed the rep indicated we will have a discount allowing us to cancel. I asked to talk with someone who has access to our contract. That person confirmed that we indeed have a cancellation bonus discount. I again talked with the cancellation department to proceed with the request. They indicated that there are 2 accounts for the property and they will go ahead and cancel my account. I assumed that was the end of it. A month later I noticed another charge. I called back again and was told that cancellation process was not started. They sent me the notice of cancelation email to respond to. I responded assuming finally we are done. Now I get an email telling me that I cannot cancel due to the contract term. Again, I told them to check with the contract team as they previously confirmed that we can cancel due to the cancellation bonus discount. After this experience, I will never chose Vivint or recommend it to anyone. The company's sales tactics are misleading and the customer service is horrendous.Business Response
Date: 08/29/2023
August 29, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20498370
Complainant: *********************************** Murray
Vivint Account #: *******
Date of Agreement: January 23, 2021
To Whom It May ***************** have reviewed the information provided by ******************************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****** via phone to resolve her concerns. Vivint agrees to cancel Murrays account and issue a refund of all payment taken after May 22, 2023.
**************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/20/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint continues to send door to door sales people to my home, even on weekends, although I have a no soliciting sign on the door. Id like to be compensated for all time wasted telling this company to buzz off for blatant disregard and trespassing. Weve asked repeatedly for them to leave us alone, however, they knock 3-4 times each visit and wave at us through the window every time we try to ignore them.Business Response
Date: 08/25/2023
August 25, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20497701
Complainant: ***********************
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** regarding her concerns via email. In order to properly address Ms.******* ********** Vivint needs her address.
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:08/19/2023
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.
Door to door salesman clearly read our no soliciting sign and still rang our door bell. When my husband answered the door he started to pitch his sale and my husband said no. He then had to nerve to ask us for water. Going out on a day that has an excessive heat warning that has been issued for days.Business Response
Date: 08/25/2023
August 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20495328
Complainant: ************************;
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by **************************************** and appreciate the opportunity to respond.
The kind of behavior ******************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in Ms. ********* area and her address has been put on the no contact list. Vivint appreciates Ms. ********* feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/19/2023
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 retired from the ************ and moved to Georgia. I was unhappy with my service with Vivint and I have made multiple calls regarding this service. I had my system April ******************** ************** and paid for the service to be canceled. I paid everything off to include the system that I serviced my account was paid for fully. I have been receiving calls from Vivint saying I owe them money to the tune of $2000.00 and when I asked them why they said for the system which I had paid in full. Ive had service with them since 2018 and its 2023 now.Business Response
Date: 08/25/2023
August 25, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20495104
Complainant: *********************
Vivint Account #: *******
Date of Agreement: November 9, 2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was unhappy with her service and has contacted Vivint several times. She states she had her service disconnected in April of 2023 and paid for the service to be cancelled. ************** states she has been getting calls from Vivint stating she owes $2000 for the system she states she paid in full for. ************** desires a billing adjustment, explanation of charges and correction to a credit report.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has offered cancellation of the remaining monitoring contract without fees or penalty to ***************
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on November 9, 2018. Records show on March 22, 2023 ************* requested to uninstall the equipment and suspend the account until she is moved into a new location. May 18, 2023 ************** made a cancellation request. June 19, 2023 ************** notified Vivint that the account should be cancelled. Notes show that it was explained that she would need to pay off the equipment and was provided with the buyout information.
With the provided information Vivint offers cancellation of the remaining monitoring contract without penalty. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/26/2023
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:08/18/2023
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.
My wife and I purchased our home with a Vivint security system. Once expired, We called to add on a monitoring service and we were told we needed to re-subscribe for new equipment. This was false and we had our original equipment replaced.We never signed an agreement and it was done fraudulently by the sales rep earning commission.Business Response
Date: 08/24/2023
August 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20493596
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 16, 2022
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 remaining monitoring contract and equipment line of credit without penalties or fees for ******************. ****************** 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 Legal
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