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
- 8,446 total complaints in the last 3 years.
- 3,002 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:07/17/2023
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 alarm went off this past week and no one from Vivint contacted me my phone or on the panel. It was shocking to me because the alarm went off for 2 minutes at 1am in the morning. I reached out to Vivint and was told I needed to upgrade my panel because as of Dec 2022, the panel no longer provided monitoring services because it was still 3G. I have been paying $55.64 per month for monitoring service without being provided with monitoring service. No attempt was made by Vivint to let me know I did not have monitoring services. The bill didn't have a notice on it nor did my panel. I requested a refund for the 6 months I have been paying for and Vivint has not rendered a service. They kept offering a credit on my account if I was to agree to finance a new system. Refuse to refund the money I had already paid even though they did not provide a service.
Business Response
Date: 07/24/2023
July 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20334341
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: 1/16/14
To Whom It May *********************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that her alarm went off at 1am for 2 minutes and Vivint did not contact her. She called in about it and was told that she hasnt been monitored since 12/2022
Vivint agrees to cancel ******************' service and provide a refund for the time without monitoring.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 1/16/14 with an initial term of sixty (60) months. Vivints records indicate that ****************** spoke with a Vivint representative on 7/17/23 because her alarm went off and she did not receive notification from Vivint. Vivints records indicate that ****************** submitted written notice to cacnel on 7/17/23
A representative from Vivint has reached out to ****************** via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and ****************** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/26/2023
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. They have processed the refund according to the email dated 7/26/2023. It hasnt posted yet with my bank but should within **** days.
Sincerely,
*************************Initial Complaint
Date:07/17/2023
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 Aug22 a sale rep came to my house to offer services. She said that the service would $80 a mnth including eqmnt; the eqmnt would financed and the $80 would be auto debited. I did a confirmation and she had the serv tech come same day to install with a 7 day option to cancel. Within the 1st two wks- of course after the 7 days I had issues with the service not working & constantly going out- the camera & unable to unlock the door through the app. Within the 1st mnth I received a separate bill/auto debit from FORTIVA for $31.86 for the eqmnt, I also recvd a separate bill for $80. That means the service is actually $111.86. For some reason Vivint said my billing info wasn't set, although FORTIVA was able to debit. Maybe two month later the sale rep contacted me about the bill being passed due in which I told her the srvc/ eqmnt was not up to par and I wasn't paying until it was fixed. She insisted that she would have tech come look and credit bck the past due for the inconvenience. I never recvd either of the 2. The service was cancelled 11/2022 which was fine since it never worked BUT I was still being billed from FORTIVA. Today I called the 801# to have the eqmnt removed because it can't be used- although I've been paying for it. A rep by the name of ****** took my call. From the beginning she had absolutely no clue of what she was talking about! I had to tell her, eventually requested a sup because she said that I couldn't have the equipment removed because I had it for YEARS, I explained that I haven't lived in my house for 1yr so I couldn't have had the service for yrs. I requested a supervisor over 20x's on a 13min call. She insisted that before she could transfer me I had to confirm her wrong info, which I would not. I never spoke to a supervisor and eventually hung-up on her letting her know that this was predatory and would be reporting them! She called back, back to back over 5x's before I blocked the number. Then processed to send referral *************Business Response
Date: 07/21/2023
July 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20333988
Complainant: ******************;
Vivint Account #: *******
Date of Agreement: August 24, 2022
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In her complaint, **************** explains that when she signed up with Vivint, she was told her monthly service fee would be $80 for equipment and services but she ended up being charged $111.86 instead. She further explains that her equipment did not work as expected and asked to send back the equipment as it cannot be used. **************** desires to have the equipment removed and no further billing from Fortiva.
At this time, **************** must work with the outside collections agency to settle the balance of her account.
*********************** records show that **************** signed a Purchase and Services Agreement upon installation of her Vivint system, with an initial term of sixty (60) months. This shows a monthly services fee of $49.99, and total equipment fee of $1,568.77 that was financed through Fortiva, plus applicable taxes. This is a combined monthly payment of $76.13 before taxes and Vivint was not notified of any ongoing equipment concerns until recently.
Vivints records further show that **************** stopped making her monthly payments after August 24, 2022. As such, the account was cancelled for non-payment on December 29, 2022, and was transferred to an outside collections agency.
Vivint agrees to the above resolution. **************** 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:07/17/2023
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 the evening of June 21st, we received a knock on the door from a very persistent, but kind, young man with Vivint Home Security. After some pushback, he was welcomed in to cool off (as it was 95+ degrees) where he would begin his pitch.
-Martin told us that our neighbors, **** & ****, had just purchased the “xyz” system, which he was pitching us to buy. Come to find out, he was actually turned away by **** & they didn’t purchase a thing.
-We were told that if we put the Vivint sign in our front yard, take a picture with him & post to social media, & give him a list of 3 friends, that we would pay no money out of pocket. Seemed too good to be true, but trusted that Martin was being honest.
-*******, my fiancé, made sure that we wouldn’t be stuck with any payments or a security system that we didn’t actually want or need & Martin assured us that we had a 30-day trial period & could cancel within that window.
-After a week with the system & learning of his lies, we texted Martin on 6/28 referencing the 30-day trial period & requesting to downgrade & possibly cancel our service.
-He didn’t respond until the 29th, stating that he would email corporate to handle our issue
-On 7/5, I reached back out to Martin to let him know I hadn’t heard from anyone & requested a name/number to get our issues addressed. He didn’t respond, once again.
-On 7/5, I found a corporate number, explained our issue, had a tech out to downgrade our equipment & was again told about the 30-day trial period.
-it’s now July 17th, we’ve not utilized more than a few times & decided to call to cancel the service as we are still within the 30-day window
-after 2 hrs on the phone with multiple reps in the “cancellation dept”, I was told that Martin, the door to door rep, denied that he offered the 30-day trial period to us, so service could not be cancelled.
-Was told “Angel - badge 185747” was his supervisor but refused to give his last name or contact info for further discussion.
-Business Response
Date: 07/24/2023
7/24/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: 6/21/2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******** and
appreciate the opportunity to respond.
In her complaint, Ms. ******** explains the
sales representative gave her a 30-day trial period. Ms. ******** contacted the
sales representative during the allotted trial period. Ms. ******** requests cancellation
and a refund.
To assist Ms. ********, Vivint is willing
to cancel and refund her account upon receipt of the equipment. A representative
from Vivint has contacted her via email to schedule an appointment for the
removal.
However, it should be noted that according
to Ms. ********’ System Purchase and Services Agreement (“Agreement”), she was
contractually given a 3-day Right of Rescission period. Despite this
information, Vivint agrees to the resolution above.
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:07/17/2023
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 purchased our home security system & monitoring which was installed on April 7, 2023 and spent $4,243.57 in CASH, plus an additional $2,000 on a garage door opener/install because Vivint told us that their technology could work with the garage door technology/camera to provide us better security. Here we are on July 17, 2023, with that not working as well. On April 7, 2023, our service technician, Naeem, installed security devices, cameras and a door knob. My issue is with the door knob. Naeem worked on that for an extensive period of time, had his supervisor look at it, said it was “the best he could do” then told us because the house was a brand new build it will “take a couple months” to get the lock and door working properly together cause the “door is brand new.” Well fast forward three months, the lock is not only working worse and worse, I have to physically lift the entry door knob to get the lock to properly latch - and only sometimes. The installation completely was botched as far as the door jam / latch was concerned & now the lock has become faulty because of it.
I have been on the phone for over an hour now as we speak with no resolution and am on hold, once again, now being transferred to a supervisor. At this point my husband and I are completely disgusted with how this has been handled up until this point. I spoke with a supervisor, Brandon, whose resolution was speaking apples to my oranges. We’re now at the point of attempting to getting a full credit and uninstall of all of our equipment. Brandon said he DOES care but he’ll get us a refund “if that’s what we want to do.” It is NOT what we wanted to do initially but here we are now. Now spoke with Kel, supervisor of customer loyalty, now on phone for over 2 hours with no resolution. We asked for free monitoring x 1 year ($780) plus fixing the door problem they caused to be satisfied. Because we paid cash we’re now penalized and “cannot be issued a refund.” Absolutely appalling.Business Response
Date: 07/24/2023
7/24/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** **********
Vivint Account #: *******
Date of Agreement: 4/7/2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ********** and
appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ********** and a resolution has been agreed upon. At this time, Vivint has agreed to refund
her $262.16. Additionally, an appointment has been scheduled to install a free
garage door controller. 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:07/17/2023
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.
When I signed up for Vivint the company representative did not disclose that the contract was for 5 years and rushed me into signing on his tablet. When I attempted to cancel I was told that there would be an early cancelation fee of $63.21. I agreed to pay the fee to avoid any negative effects to my credit score, but I feel that Vivint has been dishonest in their business practices and intentionally make canceling your account difficult in an attempt dissuade customers from canceling. I spoke with Sonja (badge # ******) for over an hour trying to cancel my account.
They claimed they did not have access to see if my equipment was paid off and had to call the bank. Next I had to fill out a notice of cancelation and return it to them in order to cancel (which may be legit things, I'm not sure), but they couldn't cancel my account over the phone. Then, they said they didn't have a card on file for me despite my enrollment in auto pay and were going to transfer me to the billing department. The transfer did not go through and the call was disconnected by them and now I have to call back and start the whole thing over.Business Response
Date: 07/20/2023
July 20, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ***
Vivint Account #: *******
Date of Agreement: August 17, 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 the sales representative did not disclose that she would be in a contract for 5 years She states when she requested to cancel, she was told there would be an early cancellation fee of $63.21. Ms. *** states she agreed to pay the fee. She states Vivint needs to verify that the equipment is paid off and that she needs to send a cancellation request in writing. Ms. *** desires a billing adjustment.
A Vivint representative has attempted to contact Ms. *** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract without fees or penalty to Ms. ***.
Vivint’s records indicate that Ms. *** signed a Purchase and Service Agreement (“Agreement”) on August 17, 2018. July 17, 2023 Ms. *** made a cancellation request and confirmed that Citizens is paid off. July 18, 2023 Vivint received the required Notice of Cancellation to cancel the account.
With the information provided. Vivint has offered cancellation of the account. Ms. *** may contact Vivint’s representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/17/2023
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 would like a refund of first month's payment, and a release from my contract. I signed a contract on 6/22/23 with Vivint. I called the technician back four times with various camera problems. He finally replaced the doorbell camera. *** camera stopped working again and I called customer service. I had no luck re-booting the camera. ***y didn't call me back when we got disconnected. I've called 8-9 times and I get a different person every time. I have to go through my whole history with each new rep. *** last person I talked to on 7/13 couldn't fix my system. He told me it might re-boot later that night. He said he would call me at 5;45 pm on 7/14/23 to see if my system was working. I came home and waited for his call. He never called. I have had to take off work several times to meet technicians. I have received no service and my equipment hasn't worked from day one. I can't find a policy number online. ***y look me up by my address. I called today, 7/17/23 to cancel, and they told me I would have to pay off my loan first. (Approx. $2900.00) *** transferred me to their loan company who would not answer the phone.Business Response
Date: 07/21/2023
July 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20331733
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 22, 2023
To Whom It May ***************** have reviewed the information provided by Mr. ********************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/17/2023
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 21, 2023 Vivint overcharged for my move. There was an agreement that I would pay roughly 92 dollars and they withdrew ******. When I called to inquire why they overcharged me and relay the agreement, they admitted to their mistake, but refused to refund my money. They stated "we can put it as a credit on your account." When I requested to speak to a manager/supervisor, they refuse to transfer me because "the manager was in a meeting" I requested escalation department, financial, something, they still refuse to transfer me. Over the last year that I have been with them, going from most recent events, I was told to sign that my equipment was installed, later to find out they restarted my contract and opened a new credit line in my name. During the move, they gave me 3 months free for repairs. However, they began to charge me a month earlier than they should have and they also never came out when I informed them of issues that needed to be repaired. Between June and December 2022, I had informed them multiple times that my car device was not working and they never helped me get that problem resolved. During my first interaction with the company, they had sales people come to my door. I told them 'no' 3 times and they kept on attempting to get me to sign a contract. The contract I ended up signing was charging more than $100 than they originally told me. The salesmen also told me the credit card charge was going to be included in the monthly fee, but there was a separate charge for that. While the ground tech's were in my home, I had a hammer go missing. I contacted the ground tech's to see if they took my hammer on accident. They told me they would look into it and get back to me. They never got back to me, and I was unable to get a hold of them after numerous attempts. I eventually gave up trying to contact them.Business Response
Date: 07/21/2023
July 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20331717
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: May 26, 2023
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she was overcharged for her move and was told it would be put on as a credit on her account instead of a refund. She further explains that she signed a form following the installation of her equipment only to find out that her contract was restarted. ************** desires to be out of the contract with no debt.
At this time, Vivint agrees to cancel **************** Agreement and has waived her past due balance of $126.72.
Vivints records show that ************** signed a Purchase and Services Agreement with an initial term of forty-eight (48) months. This Agreement shows a monthly services fee of $45.66, and total equipment fee of $207.96, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ************** has no further obligation to Vivint.
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: 07/25/2023
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.I would like confirmation that the fortiva account will be closed without any further charging. They are more than welcome to send a box to return their items, or have someone come remove them from my home.
Sincerely,
***********************Initial Complaint
Date:07/16/2023
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.
After nearly 7 months of not having the service - my system turned itself on tonight and set off alarms. It is now monitoring and trying to arm my home. I do not know what to do and customer service cant help unless I pay for the service. Like please just get this horrible, useless, scam of a companys materials out of my house! Im tired of this thing turning itself on whenever it wants. TURN IT HELP. HELP MEBusiness Response
Date: 07/19/2023
July 19, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20330354
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 6, 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 provided ********************** with instructions on how to disconnect the power from her system to prevent the alarm from going off. ********************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/19/2023
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:07/16/2023
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.
We are writing this letter to file a formal complaint against Vivint Home and Security for their illegal practice regarding the Tortious Law Interference. Vivint Sales Representative, Kaden I***** Agent ID: ****** (cell ###-###-####) came to our home on Tuesday June 27, 2023, and approached my husband who was in our front yard doing lawn care. Kaden pointed out our CPI Home and Security sign that was standing in the ground in our front yard. Kaden proceeded to talk about Vivant and how their services were better than CPI. Once we started to converse and ask questions, Kaden lied and withheld pertinent pieces of information that if we known at the time, we would not have proceeded with Vivant. We told Kaden that we would think on our decision that night and let him know the next day, but Kaden stated this was a limited offer that needed to be acted on at once. After we agreed with what Kaden had shared, he sent Hunter P**** (Agent ID: ******), Installation Tech to install all services the same day, which was about 30 mins later. Everything happened so fast and felt rushed. Furthermore, we are still customers of CPI, and our contract is still active and was never terminated. We are attempting to cancel Vivant services since we have the same services with CPI and would be a breach in contract. Vivint was dishonest about the initial process of obtaining services including an soft inquiry vs hard inquiry on my credit report which decrease my score to 745 from 802, Vivint was dishonest about obtaining services with them is through an actual lender(TBOM/Fortiva) and it is marked as a $4000 credit card that shows maxed on my credit report which was not explained and was a complete surprise, and we were also informed to not contact CPI to cancel services but send a letter that was already created by Kaden that he wanted us to use and mail to CPI. After speaking with CPI, they stated CPI does not allow cancelation of services by a letter only via phone call. Horrible service.Business Response
Date: 07/21/2023
July 21, 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.
In his complaint, Mr. ***** indicated that he was with Cpi when a Vivint sales representative approached him to lie and withhold pertinent pieces of information about their services. He further explains that they are still customers of CPI and want to cancel their Vivint agreement.
At this time, Vivint agrees to cancel Mr. *****’s Agreement and Fortiva loan if the equipment is returned.
Vivint’s records show that Mr. ***** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $69.99, and total equipment fee of $4,558.52 that was financed through Fortiva, plus applicable taxes during that term. Vivint relied on Mr. *****’s representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Despite the validity of this Agreement, Vivint agrees to the above resolution. Mr. ***** may contact (******************* / ###-###-####) to return his equipment. Following this, Vivint will cancel his Agreement and credit the balance owed on equipment loan within 5-7 business days.
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: 07/27/2023
Complaint: ********
I am rejecting this response because: I'm
requesting a mailed zero balance letter from Vivint and Vivint’s lender, Fortiva
indicating that no balance is owed and state that my credit report will be repaired
once the outstanding balance for the total
equipment fee of $4,558.52 has been removed in its entirety. I do accept the equipment being return and the
above-mentioned equipment balance credited per Vivint’s response.
Sincerely,
******* *****Initial Complaint
Date:07/16/2023
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:
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I cancelled my Vivint within my three business days right to cancel on 6/14/23. They just ran my card on 7/14/23. I took my card off my account. I still have not received any of my refunds from initial investment required not including this newest charge. The loan they took out with citizens bank is still open and has not been closed as of yet. All of my equipment has been collected. This company is the absolute worst. No communication at all. How can they charge a card that shouldnt be on file as well as charge for an account that has already been canceled.Business Response
Date: 07/21/2023
July 21, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20329062
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 13, 2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he cancelled his monitoring service agreement within the 3-day right of rescission period on June 14, 2023. ****************** states that he was charged on July 14, 2023, for a service that should be cancelled. ****************** states that he does not have the equipment,has not received a refund, and the equipment loan is still open. ****************** desires to be refunded.
A Vivint representative has attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** has cancelled the monitoring service agreement, processed a refund in the amount of $62.94 back to the original payment method, and refunded the Citizens line of credit on July 17, 2023. ****************** has no further obligation to Vivint.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on June 13, 2023. ****************** requested a breakdown of the equipment cost on June 14, 2023, due to feeling like he is paying too much. ****************** stated he did not agree to the $1799.99 buyout plan, he either wants it removed or cancel. ****************** provided a notice of cancellation.June 19, 2023, a Smart Home Professional was scheduled to remove the equipment.June 26, 2023, ****************** sent email regarding cancellation; Vivint responded informing ****************** it could take ******************************************* full. July 17, 2023, Vivint processed the cancellation of the Agreement. July 19, 2023, Vivint emailed ****************** to let him know the Citizens refund was sent on July 17, 2023.
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 Legal
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