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:08/16/2023
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.
January 2023 I canceled Vinvit because I moved. Apparently it wasn't canceled. Aug 15 2023 I had a unauthorized Bank charge on my account. When I called I was continuously transferred to different people for over an hour with no resolution.
Business Response
Date: 08/22/2023
August 22, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20478064
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: October 10, 2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remainder of the monitoring service agreement effective February 1, 2023, also, Vivint agrees to refund all payments made from that date 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 LegalInitial Complaint
Date:08/16/2023
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.
Tried to cancel Vivint. They said we cant as we are under contract and we still owe on our camera equipment which isnt true because we paid that camera equipment bill off long before we tried to cancel our service. Im still paying for monthly service and have not lived at the address for 6 months now. Trying to call customer service gets you nowhere. The customer service is horrible and argumentative. Long story short I just want them to cancel our service. We dont even live at the house anymore.Business Response
Date: 08/22/2023
August 22, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20477157
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 9/16/2019
To Whom It May ***************** have reviewed the information provided by the customer and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel their account. The customer may contact *********************** representative directly if they have 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:08/15/2023
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 Smart Home deserve to have zero-star rating. Whenever there is a problem and I call for them to take care of the problem; they insist on having me fix the problem as they try to talk me through what needs to be done. Then when they cannot solve the problem remotely, they send out someone to try to take care of. And they want to charge me to send someone out. They are very aggressive and practice price gouging. They insist that if I do not want to pay $99.99 for service; then I could pay $10.00/month for service call. I have had this alarm system for a little over a year and there is continuous problems with the system. I have called Vivint more than 30 times about this system. A about a month ago, the alarm panel was giving trouble and the screen was black. It was not possible to read the screen without touching it. They insist on helping me to fix it over the phone. It turned out that the panel was frozen and flickering. They rebooted it from the office and decide to send someone to fix it. When the technician came out, he informed me that Vivint was no longer keeping the light on the screen. As a result, it was not possible to see the time nor read the icons on the screen. I did not believe the technician, so I called the office. And they confirmed that they are no longer keeping the screen lit. I do not agree to pay the same price for equipment that are malfunctioning. In addition, for the past year, the camera has not been working effectively, and didn't consistently picked up people coming to the house. Two weeks ago, hey sent a technician to fix it because it was offline, he couldn't, so he replaced it with another. This new camera keeps going off, it kept recording even though there was no one in view. Another technician came 8/15/23 to fix it. This alarm company has caused me extreme frustrations. I want Vivint to release me of this contract or give me a favorable discount.Business Response
Date: 08/22/2023
August 22, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20476228
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 3, 2022
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In his complaint, ********************** states that when he has an issue Vivint tries to make him fix it. He states when they cannot fix it remotely, they want to charge him to send someone out to resolve the matter. ********************** states he has consistent issues with the system. He states he has called Vivint more than 30 times. ********************** states that he had an issue with his panel screen and a technician was sent out who told him Vivint is no longer keeping the screen lit. He states he does not agree to pay the same price for malfunctioning equipment. ********************** states that he also has camera issues that remain unresolved despite being replaced. ********************** desires to be released from the contract or given a discount.
A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint has offered the following resolutions. 1) a technician free of charge to address the system issues. 2) cancellation of the remaining monitoring contract without fees, however, ********************** will remain responsible for the remaining equipment line of credit and its associated fees.
Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on September 3, 2022. Record show September 6, 2022 ********************** requested cancellation due to camera issues. April 7, 2023 ********************** reported his panel freezing, issue was resolved with troubleshooting. June 22, 2023 ********************** reported screen issues, a technician was scheduled. June 29, 2023 ********************** contacted Vivint with questions on the panel, notes show he was educated on the new system functions. July 28, 2023 ********************** reported his panel screen was frozen. August 12, 2023 ********************** reported issues with his camera notifications and detections. Notes show a technician was scheduled.
With the provided information Vivint has offered the above resolutions. ********************** 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: 08/23/2023
To Better Business Bureau:
I received the below email from Vivint Smart Home.
This is to inform you of the following related to this email from Vivint Smart Home:
I am not in agreement with Vivint Smart Home response to my request.
They are offering to cancel the remaining monitoring contract without penalty; or
to send out a technician to fix the problem for free. But I do not want any more technicians coming to my home. They are a part of the 30 plus times that they have been to my home without success. There are too many problems with this company. I am exhausted from dealing with Vivint. I am a disabled Veteran, and they require of me to climb on ladder in my garage to fix their malfunctioning equipment; or climb up over the garage to fix the camera. I cannot deal with this anymore. This is causing me physical and emotional distress. At one point, because they insisted, my wife, who is also disabled, had to climb on a ladder in the garage to try and fix what was wrong as directed by someone (a female) in their office. If my wife had fallen, I would not have been able to pick her up.
We cannot continue like this. And the person in the office, insisted that if we did not climb up and fix the equipment, then they were going to charge us $99.99 each time they had to come out. Or we could pay $10.00 per month to avoid paying $99.99. To keep from paying $99.99, I paid an extra $10.00 aside from the monitoring fee when the last technician came out about 1 week ago. Now they are trying to send a technician for free.
This is a temporary fix. And the ongoing threat to charge is unbearable.
Why should we have to be penalized for their inadequacy and poor-quality equipment.
This is not acceptable. We are paying for equipment that does not work accordingly.
I want them to come and pick up their equipment and release me from both contracts.
I have this ****************** than a year and far too many problems.
In the beginning of 2023, although I was having so many problems with the equipment;
I did not call them because I was too frustrated dealing the same issues repeatedly.
Kindly assist me with resolving this huge problem with Vivint by granting me my request as stated above: release me from both contracts and have them come and pick up their equipment.
Respectfully,
*****************************
L1818Business Response
Date: 08/29/2023
August 29, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20476228
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: September 3, 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 remove the Vivint equipment, and provide cancellation of the remaining monitoring contract and Equipment Line of Credit without penalty or fees. ********************** 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:08/15/2023
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.
On 7/8/2023 a vivint sales representative came to my house and made several misrepresentations about service and costs in order to pressure me into agreeing to service with the understanding that I had 5 days to cancel. After the technician was at my house until very late at night and didn’t have all of the items to install an additional appointment was schedule for 7/11/2023. On Sunday 7/9/2023 my newly installed system began to have issues and was offline and online several times through the day. Reading through my documents again I realized that I truly only had 3 days to cancel, this coupled with my issues with the panel and doorbell already I determined I wanted to cancel. On Monday 7/10/2023 I called and was informed I needed to submit the signed notice of cancellation via email. In that notice it indicates that once the equipment is returned they will refund you in 10 business days. I immediately returned that notice and have confirmation from Vivint on 7/11 that they have received it. On 7/14/2023 a technician came and removed all vivint equipment. Since then I have called several times and been assured that it will be canceled but that it takes 30 days, after 30 days I was told 24-48 more hours and now today 8/15/2023 I was told 10 more days but not to worry as I did what I needed to do. I’m now well over the 10 days that their notice indicates as well as the 30 days that I was told on the phone. It still has not been canceled and I’ve been billed again for service and equipment that was removed on 7/14/2023. I need my account/line of credit canceled and all money refunded ASAP.Business Response
Date: 08/22/2023
8/22/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ******
Vivint Account #: ********
Date of Agreement: 7/8/2023
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. Vivint
cancelled Mr. ******’s account on August 16, 2023. Mr. ****** was refunded
$139.15 on August 16, 2023. His line of credit has been forgiven and refunded
as well. 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: 08/23/2023
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:08/15/2023
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.
On June 26 2023 I bought a new home and activated services. I was called by a with vivint rep because I inquiry about services. When I moved in there was already panel in the house not knowing the previously only had a move order setup. On June 26 the rep informed me that I don’t need to worry about anything as we will just use the equipments in the house. I activated services as normal. Two weeks later the previous owner reached out as she was contacted by vivint to return the equipments. she contacted me on July 17, 2023 to find a resolution for getting the equipment.
I called vivint and was advice the best resolution was RETURN the equipment to the previous account holder as she is the one paying for it and first rep should have not set up services using those equipment. and to cancel services in which they provided by sending me the cancellation email to submit which I clearly did. I got a cancellation confirmation on July 19, 2023 which read
Hey *****!
We have received your cancellation request, submitted 07/18/23, and have attached it to your account. We will review your account and begin the cancellation process. If there are any issues with your request, we will reach out via email”
Which no email or phone called occurred.
I received my 1st bill for period 6/27/23- 7/12/23 which I paid without a hesitation because I had the services for 21 days. I received a next bill which was concerning because the billing period 7/27/23-8/11/23 which was after I cancelled. I called vivint on 8/15/23 which the first representative bluntly said this wasn’t their fault and even though I have no equipments my services are still active. Vivint has not been helpful in trying to have this resolve . No one seems to know what a resolution is. This is poor customer services. I am military member and deploying in a few weeks and this is the last thing I have my list before I leave which is a headache.Business Response
Date: 08/22/2023
August 22, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: June 27, 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. ***** to ensure that this matter is resolved. Mr. *****’s account is cancelled and he has no further obligation to Vivint. Mr. *****’s payment of $106.98 will be refunded to him. 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 LegalBusiness Response
Date: 08/22/2023
August 22, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: June 27, 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. ***** to ensure that this matter is resolved. Mr. *****’s account is cancelled and he has no further obligation to Vivint. Mr. *****’s payment of $106.98 will be refunded to him. 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: 08/22/2023
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,
***** *****Customer Answer
Date: 08/22/2023
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:08/15/2023
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 started my services on Aug 11,2020 at the address I sold the home on Aug of 2022. My equipment is fully paid off I was a month to month contract for the monitoring services ONLY. Spoke with someone today and was told I signed a contract 5 years when I didnt finance any equipment for services the equipment was payed in full. The agent also stated he was sending the email with the contract. I have never received it because I didnt sign a contract for these service with equipment payed in full I only was paying for the monitoring services. I never agreed to a 5 year contract and I also told them when I move I will start the services again. I dont have a home for you to monitor so why would I pay you for a service Im not using at the moment. I wouldnt recommend anyone to use Vivint ever in life. I want these charges removed from my credit card or I will contact my bank to have charges reversed.Business Response
Date: 08/22/2023
August 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20472385
Complainant: Jeiran Perkins
Vivint Account #: *******
Date of Agreement: 8/11/20
To Whom It May *********************** 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 cancel ****************** service. ****************** will remain responsible for any outstanding equipment loan but has no further obligation to Vivint. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/15/2023
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 7-20-23 I was erroneously charged for equipment that was already financed. On 7-16-23 I called vivint about the charges who assured me that it was an error and would refund the money. I also requested a technician to come remove the equipment since I was not happy with the way this transaction was handled. On ****-23 the technician came and removed the equipment to be returned. I have still not received my refund and its been almost a month. I have spoken to several different people via phone, email and chat who claims they are behind in processing refunds and updating accounts. They are still billing me for the equipment/services that I returned on ****.Business Response
Date: 08/22/2023
August 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20471496
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 19, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to refund the cost of the additional equipment **************** was charged for but had returned. **************** 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:08/15/2023
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 solicited by a Vivint rep for security home system on 7/7/2023, I thought he was a good sales person had service install he came around 8a;00pm and did finish until 12:30 AM. My back yard camera with light didn't work. Call for tech he promise to come and fix, he never came. called all customer service to complain on 7/21/2023 to cancel and come pick up equipment by this time I no longer wanted the security service. I was told I could not cancel it was better to downgrade equipment otherwise if they remove and cancel I will still be responsible to pay for equipment. My first appointment 7/27/23 I reschedule due to I was out of town . So I schedule on 8/10/2023-no show on 8/11/23-no show and 8/12/2023-no show and 8/14/23 no show appointments for tech to come same thing he is always running late with previous customer lets reschedule, again no show texting me he had emergency. Now I'm feeling something is not right and this is a scram. I don't like that my personal information is in their hands. Account number#*********************************Business Response
Date: 08/21/2023
August 21, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 204707028
Complainant: *********************
Vivint Account #: ********
Date of Agreement: July 7, 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 schedule a Smart Home Professions to remove the equipment. Once removed,Vivint will proceed with full cancellation, a full cancellation of the equipment line of credit and refund all payments made directly to Vivint. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/15/2023
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.
July 19, 2023 I have not paid anything thus far, "30 trial period", but told I will have to pay $2596.90 (1 doorbell camera, 1 outdoor camera, 1 contact sensor, 1 control panel) in order to cancel. They told me that their system will do all that our previous system would do. Including, but not limited to, coverage of my garage, shed and use of my smoke, fire and carbon monoxide detector, which it did not, I still do not have a functional smoke, fire nor CO detectors since they disabled mine. I was told I have a 30 day trial to add to or remove our system if not satisfied. I have trying, since 2 weeks after install, to get them to remove the system and cancel my service. Their only reply is to give "free" cameras and sensors try to make their system work, even though the tech, that installed it, said it will not reach the garage nor the shed (my old alarm did). Account # **********Business Response
Date: 08/21/2023
August 21, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20470490
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: July 19, 2023
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that he has not paid anything thus far in his thirty (30)-day trial. He states he was told he would have to pay $2596.90 for the equipment to cancel. ************** states he was told the system would do all of the things his previous system could do, which it does not. He states that he still does not have a functional fire or co detector due to Vivint disabling his. ************** states he was told he has 30 days to add to or remove the system if he was not satisfied. He states he has been trying to get Vivint to remove the system since 2 weeks after installation. ************** states Vivint continues to try and give him free equipment to resolve the issues. ************** desires a refund and correction to a credit report.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers full cancellation of the Purchase and Service Agreement. This will include removal of the Vivint installed 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 July 19, 2023. Records show August 2, 2023 ************** made a cancellation request. August 14, 2023 ************** made a cancellation request reporting that there are equipment issues, notes show ************** was offered a free smoke and co detector but declined Vivints offer.
With the provided information Vivint has offered full cancellation of the Vivint account. ************** 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:08/15/2023
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.
On June 28, 2023, I contacted Vivint Smart Home Security to inform them that I was moving and needed to cancel my account. The customer service person stated that he would freeze my account for 30 days and drop the price to around $35 per month if I transferred my service to my new residence. He stated that he would call me on Monday with the details of my new installation. He refused to cancel my account and he never called back.
I have called Vivint five additional times to have my account cancelled and tried the chat function as well. Each time I get put on hold a lot, told the cancellation department is closed, and that they will call me back tomorrow. No one has ever called back.
Every call that I have made to Vivint, the customer support representative states that there is no record of me every calling in to cancel my account or me calling and stating I was moving. Vivint has also removed my online account access..
On August 8, 2023, I called my bank and had my bank stop all payments to Vivint and filed a fraud complaint. Vivint today, Aug 14, 2023, sent me an email stating that my bank will no longer authorize payment to Vivint. Vivint then states that they are going to apply late charges to my account.
I just want this account cancelled. I do not have a contract with this company, I do not owe them any obligations, and I do not owe them any money.
Attached is the Chat to Vivint.Business Response
Date: 08/21/2023
8/21/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: 4/19/2014
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 cancel Mr. *****’s account without penalty. 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: 08/22/2023
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,
******* *****
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