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
- 8,431 total complaints in the last 3 years.
- 2,985 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:07/16/2023
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.
Hello:On or around October 2022 we bought an new home and called Vivint to transfer our service to our new house. In between conversations, the Vivint sales rep advise us that it would have been better that I simply buy an new equipment and just transfer the service to the new home. They told me that moving the equipment cameras who I just bought cash in 2022 (1.5K) wasnt worth as I needed to pay $200 per camera to have it transferred. At the end I end up agreeing to just transfer service and bought new equipment as he said it was the latest one. Little did I knew that the service in my old house in Daystar Lane wasnt going to be disconnected. Months passed by and I call to make sure the service its canceled. It is there that I find out that the service was never transferred but that two accounts were now in my name. Unnecessarily as I wasnt going to live in both houses. The Csr was very apologetic but just offered an 50% discount of cancelling the service. I didnt have this money as I just spend $5000 in an new state of the art Vivint equipment that they sold me. Now Im stuck with both account and isnt fair that I have been a loyal customer and got stuck the end of the stick. I want to be refunded for the months that I paid for an system that hasnt been on use and the account closed (given that is a duplicate). My request isnt unreasonable. Account is A********* in *******.Im currently living in ******.
Business Response
Date: 07/21/2023
7/21/2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20328890
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 10/18/2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ************. At this time, Vivint has agreed to cancel the 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: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.
Back in December 2021 a door to door salesman came knocking with this so called great deal for a security system. My son and I were hesitant at first and then we agreed to try them out. In no way did he mention that my son would be purchasing equipment for $2834 or the fact that we would be under a contract for 60 months. Initially ***** stated that we can cancel anytime if we were not satisfied with the service and theres no early termination fee. My son was placed in collections with Citizens and was never advised that we would be paying two different companies. Fast forward to a few days ago, I called to have the service transferred to my new home that was recently purchased and the representative started her pitch. I was told to leave my old equipment and theyll have an installer come with new equipment for an additional cost of a new system. I declined and then was told that I would have to pay to have my old equipment taken down and installed again at my new home. All of these fees and so called professionals is ridiculous. *** never had to deal with so many immature and lying people in my life. Then I tried to cancel the service only to be transferred 4 different times and then left on hold repeatedly. Had we known what type of shady business this company represented, we wouldve never dealt with them. My son and I want to be done with this company for good and him to be taken out of collections with Citizens and out of this misleading contract. I wouldnt recommend Vivint to anyone! The doorbell constantly glitches and the rear camera records what it wants. A complete and total waste and we have complained only to be told that someone will come check the system. They prey on new customers that already have a security system in place and, I feel like we were misled and there needs to be some accountability for their actions and how they run this company.Its all lies and I have been in contact with other customers and plan on speaking with an attorney.Business Response
Date: 07/21/2023
July 21, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20328478
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: December 11, 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 cancel the remainder of the monitoring service contract upon receipt of a written notice of cancellation from *********************************, the contract signer. Vivint is unable to remove an account from collections for another company. **************** will need to contact Citizens regarding the equipment line of credit. ************** 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: 07/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:07/15/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I CALLED vivint because my doorlock was broken. I spent 40 minutes going through all the troubleshooting with the rep. ******* fixed it. So, he was sending me a replacement door lock device. It took over a week to get here and was the wrong color. I chatted with a rep. ** was to send a copper colored door lock and told me it shipped before we even got off the phone. It too took a week to get here. It arrived today, I opened it to install and IT IS THE WRONG COLOR!! It is the same as the first one. I was also blamed by the rep for the incorrect color being send the first time. ** was **** and rude and told me I should have asked for COPPER not BRONZE. So, i asked for Copper. I received brass, AGAIN. NOw the rep I'm talking to asks me if I want brass, nickel, or BRONZE. So you tell me. T** first rep blamed ME for the color being wrong the first time. THis rep is asking me for the color I told I was at fault for being wrong about. NOw they are sending ANOTHER replacement and charging me ***** shipping. They say they will "credit this back to my account" NO, I should never be charged that in the first place. For no reason should I have to pay it and basically get "reimbursed." THat is just bad business.You have charged me for shipping both of these locks.My door lock has been broken for a month.I have three return shipping labels and don't know which one to use for which product which means you will say you didn't get something and charge me for it.I expect:The correct color - bronze - will be sent to arrive to me by MONDAY, July 17. No charge for shipping.ONE label for returning the two incorrectly sent door locks and the broken one.ONE box - from you - for returning the two incorrectly sent door locks and the broken one.At least a month's credit for monitoring services.Credits for any and all shipping charges you have charged me on my account.You're better than this, Vivint. Your reps are also very rude. They are not at all customer friendly. **** blame the customer. This tells me they deal with angry customers a lot. Pick up your game Vivint or your reputation will be lost if it isn't already.Business Response
Date: 07/20/2023
July 20, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20327752
Complainant: *******************
Vivint Account #: *******
Date of Agreement: August 11, 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 applied a $150 credit to the account for the inconveniences for the situation. ************ 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: 07/20/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************Initial Complaint
Date:07/15/2023
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.
My wife and I signed up with a security system on 7/8. The installer came minutes later and began to set up equipment, it was late we rescheduled the install. We decided to cancel days later after more consideration, the salesperson said we had 30 days to try it out. Something didnt feel right, I tried to cancel and Vivint is telling me we had 3 days. I have their equipment lying on my counter not installed and they are telling me it was installed on 7/8. At this point I want this cancelled and they can come get their equipment.Business Response
Date: 07/21/2023
July 21, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20327636
Complainant: *************************
Vivint Account #: ********
Date of Agreement: July 8, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that when the installer came to install the system, it was extremely late, so he rescheduled. ***************** states that he decided to cancel a few days later as he was told he had 30 days to try the system out; he was told he was past the 3-day right of rescission period and could not cancel. **************** states that the equipment still has not been installed. **************** desires to return the equipment and cancel the monitoring service agreement.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to remove the equipment. Once the equipment has been removed,Vivint will process cancellation of the monitoring service agreement, fully refund the equipment line of credit, and refund all payments made directly to Vivint.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on July 8, 2023. **************** called Vivint on July 13, 2023, to cancel as he no longer wants the service.
To resolve this matter, Vivint agrees to the resolution as stated above. **************** may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/15/2023
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.
This company is a scam, when I spoke to the sales representative they gave me price for everything I inquired about. The service guy was late both days. I called Vivint & the service person credited my account for $10 for 6 months. I had to ask him his name before I let him in, he did call me & said his name, because he was running late. but nothing from what the company said identified him. He had no name tag, no ID number badge or picture as it says for their policy. He was dressed in shorts & a tee shirt. He told me he couldn’t start work until I opened up a line of credit. I told him I needed to call the sales person I spoke with, I waited for him to call back & it took about 2 hours. My 84 year old mother wanted to eat & the work done. So, I went on with what needed to be done with the service guy. He said that I had to look into his computer answer yes to the 3 questions & that was it. He never told me that the line of credit was a separate bill from Vivint bill. I call the representative back to find out what was going on with me opening up a line of credit he said it was just to cover the equipment & that “IT’S NOT” a separate bill. I was told that I had truck roll fee that I was never told about & didn’t know what that was, so the service person waived that fee. They said, I would pay $24.99 for the service guy to come out & it would be credited towards my bill. Vivint charged me $199 service fee on my bill. Everything was set up, once I received my bill from the credit card company, my bill was $2,844.67 & Vivint bill 2,844.97 for my mother home security total is $5,689.64 for her to be safety. They’re trying to rip her off. I was told that it cost me $78.89 a month, then after 5 years with 50% off the bill & it would be $31.47 for service fee & the $47.42 for equipment will be paid off. I would have a 30 day trial period, which was a lie, cause after 24 days, I was ready to cancel the panel went off line & the door bell ring camera, issues still today.Business Response
Date: 07/21/2023
7/21/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: *******
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: 4/27/2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
At this time, Vivint has agreed to refund
$56.08 and cancel her account. Fortiva will also cancel Ms. ******’s line of
credit and refund $142.24. A system removal appointment has been scheduled for
July 24, 2023. Ms. ****** may contact Vivint’s representative directly if she
has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/21/2023
Complaint: ********
I am rejecting this response because:they didn’t tell me the correct amount for Vivint & Fortiva. I also want to make sure this doesn’t mess up my line of credit for future purchases. Once the correct amount for both checks are sent out, they can come pick up the equipment.
Sincerely,
******** ******Business Response
Date: 07/31/2023
7/31/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: *******
Complainant: ******** ******
Vivint Account #: *******
Date of Agreement: 4/27/2023
To Whom It May Concern:
I have reviewed the information provided
by Ms. ****** and
appreciate the opportunity to respond.
A representative from Vivint’s Legal
Department has contacted Ms. ****** via email. Ms. ****** may contact this
representative to schedule a system removal appointment after she receives her
refunds.
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: 07/31/2023
Complaint: ********
I am rejecting this response because:
I responded to your letter on last Tuesday with these pictures. Vivint has sent me a refund, but have not received anything from Fortiva. Once they send the amount that is owed that I sent you in the first letter & make sure my line of credit will not be affected in the future with other companies opening up a line of credit & it will affect my credit score. I sent this to Megan this morning. ******** ******
Sincerely,
******** ******Initial Complaint
Date:07/15/2023
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.
Cancelled service and the company continues to bill.Business Response
Date: 07/21/2023
7/21/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20325951
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 4/10/2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains he has requested cancellation, however, he continues to be charged.
Vivint has cancelled Mr. ******* account and waived his balance. Vivint apologizes for the delay in cancelling his account.
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 LegalBusiness Response
Date: 07/21/2023
7/21/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20325951
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 4/10/2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains he has requested cancellation, however, he continues to be charged.
Vivint has cancelled Mr. ******* account and waived his balance. Vivint apologizes for the delay in cancelling his account.
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:07/15/2023
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.
We were customers of Vivint (formerly APX) for our home security in Alaska while in the military. We moved in 2011, but retained the house for about 12 years as a rental, but maintained service. In December 2021, we sold the property, but overlooked the disconnection of the Vivint security system. On/About March 2022, the first contact was made to disconnect the service and was denied due to not having access to "passcode", which we never had. It is also worth noting, that our device was 3G based cellular, which was no longer communicating due to shut down of that technology. Further, I was not informed on which email address was associated with the account. More calls were placed in the following months (approximately 6-7 calls) in an effort to terminate services. On/About April 2023, I informed the call center worker that I was discontinuing the auto pay and forcing the issue of termination of service. Invoices started in May 2023, and daily calls have been made to my spouse almost daily. In late June 2023, My wife made contact with the call center, and was told that they cannot cancel service until the balance is paid and we will continue to be charged. They then attempted to upsell us on a new service. On June 30, she sent an email as directed, to Vivint terminating services. The results are still pending, but the charges continue.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: June 22, 2010
To Whom It May Concern:
I have reviewed the information provided
by Mr. **** and
appreciate the opportunity to respond.
In his complaint, Mr. **** states that on or about March of
2022 was the first contact he made to cancel the Vivint account. He states this
was denied due to not knowing the password. Mr. **** states he continued to call several times over the next
months to cancel the account. Mr. **** states in or about April of 2023 he informed Vivint that he
would be discontinuing autopay. He states his wife has sent an email as
directed with the request of cancellation.
Mr. **** desires termination of the service, relief
of the current balance, reversal of the charges from March2022 to current.
A Vivint representative has attempted to contact Mr. **** via email in
efforts to resolve this matter. Vivint has cancelled the account effective
November 18, 2022 and provided a refund from November 18, 2022 forward.
Vivint’s records indicate that Ms. ***** **** signed a Purchase and
Service Agreement (“Agreement”) on June 22, 2010. Records indicate March 3,
2022 Mr. **** notified Vivint that the home was sold in December, a takeover was being done,
and they were still being charged. November 18, 2022 Mr. **** reported that the account was to be terminated and that he
was still being billed. Does not remember the verbal passcode or have access to
the email. March 14, 2023 Mr. **** made a cancellation request, was unable to
verify the account, the verbal passcode was sent via postal mail. March 30,
2023 Mr. **** reported no longer having access to
the equipment. July 3, 2023 Vivint received the required Notice of Cancellation
to cancel the account.
With the provided information Vivint has cancelled the account
effective November 18, 2022. Mr. **** 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:07/15/2023
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.
Signed a contract with Vivint to have a home security system installed. Contract stated I had 3 days to cancel with no penalties. I cancelled in less than 2 days. Sent a cancellation document via **** and I called the company directly twice. I was informed it was cancelled. About a month later I received an email from ************* stating I owed over $2,000 on a line of credit still and they will take $44 from my account on auto pay every month starting next month. I do not owe Vivint for the equipment because it was uninstalled within the grace ****** and I cancelled within the grace ******. I just wish for the line of credit to be closed at this point. I do not owe Vivnt or citizens bank any thing for a service I was not provided or for equipment I do not and never owned. Thank you.Business Response
Date: 07/21/2023
July 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20325504
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 6, 2023
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In his complaint, ******************** explains that he cancelled his contract within his 3 days cancellation period, and he was informed it was cancelled. However, he is being contacted by ************* that he owes over $2000 on a line of credit. ******************** desires correction to a credit report.
At this time, Vivint agrees to cancel Mr. ********* Agreement and Citizen one line of credit with a full refund.
Vivints records show that ******************** signed an Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $29.99 and total equipment fee of $2,283.73 that was financed through Citizens, plus applicable taxes during that term.
Vivints record also indicates that ******************** sent his notice of cancellation and was approved for cancellation without penalty. Vivint apologizes for the undue delay in this process and ******************** 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 LegalInitial Complaint
Date:07/15/2023
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.
Last year July I had a tech come to the house. I spent over an hour on the phone with customer service who wanted to charge me for upgraded doorbell camera. Afterwards, the tech didn't even have my doorbell camera model to exchange. So, he left the faulty camera there. Since then, I have been having cameras that does not work properly, my living room and doorbell camera, no one can hear me, and I don’t always get notifications. Since then, I've had several other issues outside of the camera. My alarms continually would give false alarms. My front door bolt lock is literally coming off my front door. I have to manually lock the door. Therefore, the remote feature in the app is useless because the lock doesn't work. Finally, they added an additional $5 to my account with no correspondence. I just noticed an additional $5 coming out of my account. I have been a customer for well over a decade unfortunately I continued to have equipment issues and the way they resolve it is to always ask me to extend my contract than to just give me properly working equipment which is what I pay for. I have been dealing with medical issues and death in my family so this clearly had to take a backseat to more imminent concerns.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: May 11, 2011
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ***************** and appreciate the opportunity to respond.
In her complaint, Ms. ***************** explains that she has been having ongoing issues with her equipment and her monthly service fee was increased by $5.00 without any notice. She further explains that when she contacted Vivint, she was told to sign a new contract. Ms. ***************** desires replacement, store credit and to be contacted by the business.
To assist, Vivint agrees to reduce Ms. *****************’s monthly service fee by $5.00 and assist with her ongoing equipment concerns.
Vivint’s records show that Ms. ***************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of forty-two (42) months. This shows a monthly services fee of $49.99, plus applicable taxes, during that term. Vivint’s record further shows that on August 8, 2022, a notification was put on Ms. *****************’s account for the service fee increase in the amount of $5.00.
Vivint agrees to the above resolution. Ms. ***************** may contact (******************* / ###-###-####) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/25/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
******* ****************Initial Complaint
Date:07/14/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Moved houses and they company has rescheduled four times and no showed the last appt. Attempted to cancel but keep getting put on hold or harassed by loyalty deptBusiness 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: March 18, 2016
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* ****** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ****** via phone to resolve her concerns. Ms. ****** may contact (******************* / ###-###-####) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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