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
- 8,403 total complaints in the last 3 years.
- 2,975 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:07/01/2023
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 previously provided security monitoring at a former residence. That contract expired and the service went to month-to-month basis. Vivint informed me that, without an upgrade of equipment, and new contract, they would be UNABLE to provide security monitoring past 12/31/22. I assumed this ended our business relationship. However, they continued to withdraw payments after 12/31/22 for several months despite NOT providing any service. They were contacted by me to CANCEL the account on 5/12/23 and were informed that their access to the banking account would be terminated. Since then, they've made several attempts to access the account, and made numerous harassing calls about the account, as well as (now) claiming a balance for a service they stopped providing months ago. They refuse to accept the cancellation of the account after several requests.
Business Response
Date: 07/06/2023
7/6/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20264623
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 6/23/2015
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states she requested cancellation of her account in May 2023, however, the account has continued to be charged.
To assist **************, Vivint has cancelled her account and waived the balance.
Vivints records show that ************** signed a System Purchase and Services Agreement (Agreement) on June 23, 2015 which states that service will continue month to month after the initial term of 60 months, unless cancelled in writing no less than 30 days before the next renewal term (Section 2.1). A written notice of cancellation has not been received by ************** and as such, her account has remained active.
Despite this information, Vivint agrees to the resolution above. ************** 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:07/01/2023
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 have been trying to get Vivint to cancel my service related to an installation of their service for a commercial property pretty much from the day I got the service. A few of the reasons are:1. The sales team and technicians kept giving me incorrect quotes and estimates for the service.2. On the very day of service, I discovered that the control panel was discharging battery rapidly inspite of fulling charging it. I got a replacement which turned out to be equally bad.3. Within a couple of days I uncovered serious security and privacy concerns that I reported to the technician as well as customer service on numerous occasions over email and calls.4. I keep getting told that someone will research/investigate and get back to me and nobody ever does. On the contrary, they keep insisting I'm under contract and I have to pay for the equipment and cancellation.I feel misled and misrepresented and harassed every time I reach out to the company. Hence, I'm filing a complaint to make others aware of the issues and to get my service cancelled.Thanks,****Business Response
Date: 07/06/2023
July 6, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20264146
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.
A Vivint representative has reached out to ************************ and a resolution has been agreed upon. Vivint has removed the equipment from Mr. *********** home. Vivint has agreed to provide a full cancellation of the monitoring agreement, fully refund the equipment line of credit, and refund all payments made directly to Vivint. ************************ may contact Vivints representative directly if HE/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: 07/06/2023
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:07/01/2023
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 business had a door to door sales person who is either authorized make sales promises for just actually taking one item which was a door camera everything else an installation was Free they started installation at 10pm didn't finish the set up till 3am upon that the system never worked none of it and still doesn't yet they scammed me to approve a hard credit check for **** thousand dollars for this equipment and the service is separate they have video of what supped to be a survey about the sales person never did it ask me to allow a hard credit check to approve a loan I never asked for I never approved to take a loan on this equipment from a bank I never directly dealt with how can this be a valid business transaction they never stated we only has 3 days because he was supposed to come back later in the day since it was 3am and he couldn't get it to work they never came back to finish the installation I never got my 3 daysBusiness Response
Date: 07/07/2023
July 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20264064
Complainant: *******************
Vivint Account #: *******
Date of Agreement: May 11, 2023
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ****** via phone to resolve his concerns. At this time, Vivint agrees to send a technician to Mr. ******* home to resolve any ongoing issue.
Vivints 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 $49.99, and total equipment fee of $3,842.14 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on Mr. ******* representation to ensure he understood his commitments to Vivint as outlined by the Agreement.
Vivint agrees to the above resolution. Cancellation of Mr. ******* Agreement without penalty is not warranted at this time. However, Vivint agrees to the above resolution and approves a free in-home technician visit. Should he wish to cancel the Agreement prematurely, he may contact Vivints *************************** at **************.
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: 07/07/2023
Complaint: 20264064
I am rejecting this response because:I never agreed to any of this the business is using manipulation tactics to get me to purchase these product that never worked since the installation I do not and have not agreed to almost **** dollars of faulty equipment and service the video they have is manipulated and I have this evidence it was completely different interaction on the video I have the actual conversation on video as well this is clear deceptive sales practice which this company just recently were sued and found guilty of such actions I never went to any bank to get a loan for this equipment never did I agree to a credit check all I wanted was the door bell camera and if we are speaking of being responsible then why would you need a video to make this purchase why would you give me equipment without the credit check and loan this doesn't make any sense
Sincerely,
*******************Business Response
Date: 07/13/2023
July 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20264064
Complainant: *******************
Vivint Account #: *******
Date of Agreement: May 11, 2023
To Whom It May ***************** have reviewed the additional information provided by *********************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
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: 07/13/2023
Complaint: 20264064
I am rejecting this response because:
Again I didn't agree to have my credit checked nor did I approve for a loan for almost **** dollars all I wanted was a door camera the system does not work they charge for a technician to come to the home everything vivint has done has been deceptive in everything this is why they as a company have been sued and lost due to deceptive sales practices which they continue to do freely to poor unsuspecting people like myself and others I am not yhr first I have evidence of this deceptive act by this company why wasn't I asked if I wanted to buy these products out right why did vivint believe I needed a loan for these products can vivint explain please
Sincerely,
*******************Initial Complaint
Date:07/01/2023
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 sending predatory salesmen to every door in my neighborhood. The salesman are pushy, rude, and predatory. They are argumentative and will not leave unless you threaten to call the cops. Any company that does their business this way is to not be trusted. Plus, random things in my neighborhood have started to come up missing ever since this company started forcing themselves upon our neighborhood. Do not trust this scammer company.Business Response
Date: 07/06/2023
July 6, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20263839
Complainant: *************************
Vivint Account #: ******
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that the sales representatives are rude, pushy, and argumentative. He states that they will not leave unless the cops are called. **************** also states that things in his neighborhood have come up missing. **************** desires no further contact with Vivint.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has sent the information provided by **************** to the proper management to ensure that this matter gets addressed appropriately.
**************** 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:07/01/2023
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 tell them not to solicit their services at our house several times and are rude when you try to tell them you dont want services. They are coming to our house late. Today they tried to talk at 8:30pm. They keep ringing our doorbell all hours of the day.Business Response
Date: 07/07/2023
July 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20262585
Complainant: ***********************;
Vivint Account #: NA
Date of Agreement: NA
To Whom It May *********************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
The kind of behavior ****************** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in ****************** area. Vivint appreciates ****************** feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/30/2023
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 husband and I purchased a home security system at our old house and were loyal Vivint customers for several years. We were getting ready to move into our new home and called to schedule a move transfer. The sales rep convinced us to buy a whole new system instead and said we could leave our old system at the old house and they’d install new equipment at our new house. So we did that and scheduled an installation appointment. The night before our appointment, Vivint called and said they needed to cancel the installation (which had been scheduled for a week already) and they wanted to reschedule for a later date. But we couldn’t do that because we’re leaving town and needed our house secured THAT DAY. We spent almost all day on the phone being transferred between incompetent service reps trying to get a tech out to install our equipment so we could go on vacation without worry but they refused to accommodate. So finally we decided to go with another company who said they could come out and install the next day. When we tried to cancel our old account, Vivint refused to waive the remaining balance on the equipment, which is currently sitting in our old home that we don’t own anymore. They’re trying to force us to let them install new equipment at a later date when I’ve said I can’t do that, and they refuse to get someone out when we need it. They cancelled the appointment we had scheduled for an entire week instead of making us loyal customers a priority. I have never in my life EVER experienced such awful customer service from a company before. I don’t want their terrible service anymore and I shouldn’t have to pay for equipment that’s no longer in my possession. I just found out they weren’t even supposed to let us leave the equipment in the old home without the loan balance being paid off. We were tricked by a clever salesperson and I want the remaining balance on my loan completely forgiven. This is an awful company and I will never do business with them again.Business Response
Date: 07/06/2023
July 6, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: October 9, 2021
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 Mr. ****** ******** via phone to resolve his concerns. Mr. & Ms. ******** may contact (******************* / ###-###-####) directly at their earliest convenience to further discuss and resolve any 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: 07/06/2023
Complaint: ********
I am rejecting this response because: we talked with a rep from Vivint over the phone and they are still unwilling to do what it takes to resolve this complaint. Clearly their customers do not matter to them. They are still trying to make us pay off equipment that is no longer in our possession because THEIR sales rep conned us into leaving it at our old house. They weren’t even supposed to do that. The citizens loan rep that I talked to said they should not have allowed that. THEY cancelled our installation appointment at the last minute and we needed a security system installed so we went with another company. Their sales reps and service reps are completely incompetent. They barely speak English. I want our loan forgiven and if it’s not we will pursue legal action. We should not have to pay for equipment that we were told to leave behind and it’s not OUR fault they canceled our installation appointment. That’s on THEM and they need to MAKE IT RIGH!!!! Do you know absolutely nothing about customer service??? I am so frustrated and angry with this HORRIBLE company right now and if they don’t make it right I will make sure EVERYONE knows it.
Sincerely,
***** ********Business Response
Date: 07/11/2023
July 11, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: August 6, 2020
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ***** ******** and appreciate the opportunity to respond.
In an effort to assist, Vivint agrees to cancel Mr. ********’s Agreement however, he is still responsible for his equipment loan.
Vivint’s records show that Mr. ******** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $99.99, and total equipment fee of $3,647.39 that was financed through Citizen One, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 25 months on his contract. Mr. ******** has no further obligations to Vivint however, he is still responsible for his monthly payments to Citizen One for the cost of his equipment.
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: 07/16/2023
Complaint: ********
I am rejecting this response becauseTHE EQUIPMENT IS NOT IN MY POSSESSION ANYMORE BECAUSE VIVINT TOLD US TO LEAVE IR BEHIND!!! I am not paying for equipment that I no longer have. Vivint needs to assume responsibility for this equipment loan and pay it off - I do not have the equipment anymore and should not be obligated to pay for equipment that was left behind at our old address because your sales rep convinced us to do that
FIX THIS OR I WILL PURSUE LEGAL ACTION. I want to be waived of any responsibility for the remaining balance on the equipment loan because, AGAIN, for the 1000th time - THIS EQUIPMENT WAS LEFT AT OUR PREVIOUS ADDRESS AT VIVINT’S INSTRUCTION AND IT IS NOT IN MY POSSESSION.
This is the worst company I have ever done business with and I will be contacting my lawyer if they do not fix this and MAKE IT RIGHT!
Sincerely,
***** ********Business Response
Date: 07/21/2023
July 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20262228
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 6, 2020
To Whom It May ***************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
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: 07/28/2023
July 28, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20262228
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 6, 2020
To Whom It May ***************** have reviewed the additional information provided by ******************************* and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
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: 08/02/2023
August 2, 2023
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: August 6, 2020
To Whom It May Concern:
I have reviewed the additional information provided by Ms. ***** ******** and appreciate the opportunity to respond.
Vivint stands by its previous resolution and has cancelled Mr. ********’s Agreement however, he is still responsible for his equipment loan.
Vivint’s records show that Mr. ******** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This shows a monthly services fee of $99.99, and total equipment fee of $3,647.39 that was financed through Citizen One, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 25 months on his contract. Mr. ******** has no further obligations to Vivint however, he is still responsible for his monthly payments to Citizen One for the cost of his equipment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/30/2023
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 had a Vivint rep randomly show up to my door trying to sell me their security system. He was very fast talking, and requested that I at least run a soft credit check to see if I qualify for a promotion. I agreed to the soft inquiry, and by the end, decided not to move forward with them.Fast forward to today, and it turns out that soft inquiry was actually a hard inquiry with *************** who refuses to remove the inquiry from my report. Overall, this entire process felt very scammy, and I will NEVER even consider doing business with Vivint in the future.Business Response
Date: 07/06/2023
7/6/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20260040
Complainant: *************************
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
Vivints records shows that a hard credit check *** have been run from ************* using information provided by ******************* and with his authorization. Vivint is unable to remove a credit check run by a third party.
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:06/30/2023
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 had my equipment pulled and then went to put my account on hold since I was moving. They told me I couldnt that I needed to sign a 5 year contract and if I cancelled my account they wouldnt be able to use my equipment. Mind you I spent over 5k in equipment over the 7 years I was with them. After speaking with the rep for over 2 hours I asked for a manager. After an hour of looking for the manager. The guy pretends to be a different person. I had other people in my car and actually they were dumbfounded. I was still told that if I cancel my account that I couldnt use my equipment that was working just fine in my house that I sold. Its going to take a year to build my house and they said I couldnt put my account on hold and that I needed to keep paying monthly or my equipment wouldnt be used when I started my new service. I decided to cancel my account at this point and take my chances. I was told my account wouldnt be close for 30 days. I just made a payment a day before I cancelled and they are going to take an additional payment for a service that is not in use. I want my account closed today. The sad thing is that VIvint USEd to be amazing, but I would steer clear from them. There call centers are full of bullies and very unprofessional employees . 4 hours on the phone just to bullied then I had to call back the next day to cancel because they guy accidentally hung up on me when I told them I was going to start recording our conversation.Business Response
Date: 07/07/2023
July 7, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20258757
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: 5/9/17
To Whom It May *********************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
In her complaint, ************************ states that she was moving and requested to put her account on hold. She was told that she couldnt. ************************ was told that she would have to sign a 5-year contract and that if she canceled, she would not be able to use her equipment that was working just fine in the home she sold. She decided to cancel her account and was told that it would take 30 days to cancel.
Vivint agrees to cancel Ms. *********** service and forgive the remaining balance on her account.
*********************** records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on 5/9/17 with an initial term of sixty (60) months that states that either party may terminate the Agreement at any time after the initial term upon at least thirty (30) days prior written notice to the other party. If terminated, this agreement ends on the last day of the thirty (30) day notice period.
Vivints records indicate that ************************ had a technician who went out and uninstalled her equipment on 6/15/23 for $160.55. She called after the equipment was removed to defer billing for 16 months. Vivints records indicate that ************************ was advised that accounts can defer billing for up to 12 months and that deferments are for those customers that are under contract. Her agreement had ended and unless she wanted to sign another agreement, her account does not qualify for deferment. Vivints records indicate that ************************ called on 6/19/23 to cancel her account and she submitted her written notice of cancellation. Ms. *********** account will cancel on 7/19/23.
A representative from Vivint has reached out to ************************ 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: 07/07/2023
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 just want it noted that I never asked for 16 months of deferment. I was told that I was able to defer ***** months when I first scheduled my move with your move specialist. When I called to defer the same day my equipment was pulled the call center then told me I couldnt defer and the only way I could use my equipment in my new home is if I signed up for another 5 years. They even offered to lower my payments to $29 a month. When I asked why would I pay for a service Im not even using because my home isnt even built yet they told me that is the only way you can use your old equipment in your new home and if you cancel today you will not be able to use your old equipment even if you start a new service.
I then called the next day to cancel my service.
Sincerely,
*********************************Initial Complaint
Date:06/29/2023
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.
Black screen with no time display after day 2 of installation. Contacted customer service which was very rude. Contacted after hours and you can tell they are not in ******* and have no way to resolve your issues.Business Response
Date: 07/05/2023
July 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20257782
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 22, 2023
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ********************** via phone to resolve his concerns. ********************** 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:06/29/2023
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 February I sold my home. I called Vivint to cancel the service stating that I would not need to service because I was moving to an apartment. The first request was not honored and I was told I had to request cancellation again. I did so and received a letter stating I would not be able to cancel the service because I owed them for monitoring. I told them that I called to cancel the service but they did not cancel it therefore should not be charged. I have not lived in the house in 4 months and they still refuse to cancel the service.Business Response
Date: 07/06/2023
July 6, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20257416
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: October 9, 2021
To Whom It May ***************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** via phone to resolve her concerns. ****************** 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 Legal
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