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: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.
I decided to rent a house from one of my family members. When they purchased the home- it came with new Vivint equipment and my significant other and I decided to use it while renting this residence. Everything was fine while we lived there. We paid a monthly membership to use their services.Sadly, we had to move out of the residence and the equipment wasnt ours to take. I called Vivint in January of 2023 to cancel services.The Vivint agent I spoke to spent most of the time cutting me off and trying to convince me to continue the service as all the equipment was paid off. I tried telling her multiple times that the equipment wasnt mine to take and that I needed to cancel to services.She explained to me that I had a small balance that needed to be paid off and then she could cancel the account. I authorized the pay off and she said the account was settled and closed.Fast forward to March 2023 I notice that Vivint is pulling out of my account twice each month. I immediately call my bank, report this and have them block Vivint from pulling out of my account. I then called Vivint and sat on the phone for hours. First time I was transferred from person to person- department to department all to be told that it showed my account was closed and they werent aware of any issue. They then hung up on me. I called back again a *** was told that the account was closed and there was no issue.Fast forward to June 2023. I received an email from a debt collection company saying that they were sent my account from ********************** for non payment. I contacted Vivint and was told they cannot help me since it was sent to a collection company. So I then contacted the collection company. They said all they can do is collect payment. Nothing else. They directed me back to Vivint.I then called Vivint. Spent hours of being transferred multiple times, on hold and never received any help. I requested to speak to a manager. I was told the Managers werent available and would it be okay if they called me back. This never happened. For three weeks now I have gone through this every week. They say someone will call me back and they dont.So finally this week I called and told them no, I will hold. I dont trust that someone will call me back. They have hung up on me 4 times. No one is helping me, no one is getting me in touch with a manager to resolve the issue. They just want me to pay a balance that isnt accurate. They asked if I was ever sent a cancellation email, I told them I wasnt and I didnt know I needed one. And they are claiming since whoever I spoke to didnt document it I am expected to pay the balance. I told them its not my fault they didnt process this accurately and that if I called and canceled in January then its on them. The account that was used to pay Vivint was closed in May of 2023 as I became a stay at home mom and no longer needed a separate account so we decided to close our account at that bank. I dont even have access to see what was paid or not and no one is willing to help me.
Business Response
Date: 07/05/2023
July 5, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20256588
Complainant: Maddison Sharp
Vivint Account #: *******
Date of Agreement: January 15, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she has made several attempts since January 2023 to cancel the month-to-month monitoring service. ************* states that she was informed there was a small balance that needed to be paid, which she did, and the account would be cancelled. ************** states that Vivint continued to take payments and bill the account. ************** desires the account to be removed from collections and the account to remain closed.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, ********************** agrees to remove the account from collections, leaving the account closed.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on January 15, 2022. ************** called Vivint on March 6, 2023, to cancel the agreement because she moved from the service address. June 8, 2023, Vivint called ************** regarding the account. ************** thought the account was cancelled. June 22, 2023, ************** called saying the account was supposed to be cancelled back in January 2023, however, she is still being charged. June 29, 2023, ************** called regarding the account being written off again saying it was supposed to be cancelled. ************** stated that she was not informed of the cancellation process.
To resolve this matter, Vivint agrees to the resolution as stated above. ************** may contact Vivints representative with any questions or concerns she 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: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.
A Vivint Door Sales Man came to my home and ask if I would be interested in one of their security systems. I said Im not sure, as I already have on installed already in a rented new apartment complex. and he just asked to come inside and he said he wants to just allow him to present me with all the perks Vivint would have to offer. I allowed him to tell me everything he had to offer, which include free service and eh went ahead tone asking me a questioning n all , after he was chatty with hes questions, i answered everything and he said im qualified to be chosen for the installation an the service today and i will get a discount to have there service installed and also in exchange to have there sign in front of my house , i agree and i asked him if he can let me think about it and make up my mind , he said i should not worry that they have there technicians in the neighborhood and the can save the cost and time and stress for me that he can install it for trail today and i can cancel whenever im not comfortable with the service.the technician installed the service , he also asked me to download the app , but i made sure i asked if i cancel, and the sale reps said i can cancel within the 30 days and trial period, now the service was installed June 12 and on June 29 , i realized i dont have need for the service and i dont need it and its an additional expenses on me , so i called the company for cancellation according to there sales rep, then thats when they start telling me that my trial is 3 days and i should call the sales rep and they keep going back and forth with me . this got me angry and makes me not want to go for such a fraudulent service or company its not nice to lock people in contract for a service that have your sales man knocking on door , and still have them go through stress to cancel, that is never nice .. at the moment , my finances cannot afford the monthly fee and i dont want to deal with such company because i dont even have need for there service in the first place, i only agree since the sales man said i can cancel anytime that the installation is for trial period..NOW I want to cancel this service and i need them to come get there equipment because its not even up to 30 days , all the calls i have made, everyone has been difficult and make it seems im being trapped into something i dont want .. NO ONE DESERVE THiS EXTRA FEE WHEN FAMILY ARE JUST ONLY TRYING TO GET BY during this hard time of inflations when everyone is just trying to get by . i need someone to respond to me ASApBusiness Response
Date: 07/03/2023
July 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20256533
Complainant: Tomide Osho
Vivint Account #: *******
Date of Agreement: June 12, 2023
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ************ and a resolution has been agreed upon. At this time, Vivint has agreed to remove all Vivint installed equipment. Upon removal of the equipment Vivint will provide cancellation of the Vivint account along with a full refund of all payments made directly to Vivint and the full closure of the equipment line of credit. ************ may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date: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.
I started service with Vivint back August 2022 and it was a horrible experience with the sales rep telling me nothing but lies. I was able to get around that after about 30 phone calls before even setting up service. Once service was setup I had more problems. I was contacted by their legal department ************************* **************************************** who fixed the issue. I did email her about this issue as well but no response. The problem I am having right now is my bill has been behind due to my husband being out of work and hospitalized since Jan 2023 until June 1st so all of our bills are behind. I called in the billing line on 6/19 and 6/26 . The first time I asked for a arrangment for Friday 6/30/23 to pay the balance off and the person told me they would set it up. When I called back on the 26th I was told it was not set up but he would do it. Well today on 6/30/23 at 1:51pm central time I got a text saying my service has been disconnected. I called and a rep argued with me that it was my fault because I did not go online and do the arrangement with my credit card. I mean he literally argued with me. That's not fault if I call into Vivint and they give the wrong information which has been a problem since day 1. I need a real manager to reach back out to me. I also seen that there was a lawsuit against vivint for deceptive sales practice and they had to pay millions out! This was the same issue I was having in the beginning and I should have not done business with this company.Business Response
Date: 07/03/2023
July 3, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 20256106
Complainant: ***********************************
Vivint Account #: *******
Date of Agreement: August 25, 2022
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that that she is having issues with her billing due to her husband being out of work. And in the hospital. She states she spoke with billing, and it was agreed to set up a payment for the balance due on June 30,2023. She states that the person she spoke with told her they would set it up. ********************* states when she called again the agreement was not set up and that that person would take care of it. She states June 30, 2023 she received a text stating her service had been disconnected. ********************** desires a billing adjustment and to be contacted by Vivint.
A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint has reactivated the account of ********************* and made sure the billing ledger has been updated showing that there is nothing owed.
Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on August 25, 2022. Records show that ********************* worked with the **************** on June 30, 2023 to have the billing corrected and the service reactivated.
With the provided information Vivint reactivated the service and corrected the billing. ********************** 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:06/29/2023
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.
February I inquired about Vivint and was offered free installation and four months free. Well I went back and forth and when the guy came to install it they didn't have everything in system correct so that should have been a red flag. Well I proceeded and now here I am being charged back to back without a four months free promo applied. Then I call today and get told because ***** no longer works there they can't apply a four months free promo... how is that my fault as a consumer. I want to cancel this entire thing whatever it is. They are horrible and liars and I wish I never went with this company. I want out.Business Response
Date: 07/05/2023
July 5, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20256105
Complainant: *********************************************
Vivint Account #: *******
Date of Agreement: March 4, 2023
To Whom It May ***************** have reviewed the information provided by ************************************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ************************************ and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will fully cancel the monitoring service agreement, fully refund the equipment line of credit with Fortiva, and refund all payments made directly to Vivint. ************************************ may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/05/2023
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:06/29/2023
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 06/09/2023, a Vivint sales employee came to my door to sell the Vivint home security. The sales rep stated I would have 30 days to test out the equipment and if I didnt like it, I could return the equipment. The sales rep stated as long as I returned the equipment within the 30 day trial period, I wouldnt have to pay for anything. On approximately the 20th day, I began contacting the business to return the equipment because I was still in the 30 day trial period. The camera was very distorted and I wasnt able to see anything from my phone and the app was also glitching and I was unable to set my alarm for days so my house wasnt protected. I was informed by the company that there was never a 30 day trial period and that they only honor the instead the 3 day trial period. I was also informed that the company would have to reach out to the sales representative. I informed the business that the sales rep stated he had put the 30 day trial period on my account so the company could see it. The business has a hard time reaching out to the sales rep and when they did, he told them he never told me he gave me a 30 day trial period. The sales representative told the company that he told me he was covering the first bill for the first 30 days. I informed the company that it was untrue because I asked him multiple times about canceling and returning the equipment within the 30 day period to make sure I understood. He said that he would put into the system and to not worry about the 3 day cancellation procedure. On 06/28/2023, I spoke to a female with corporate who stated the only thing they could do to resolve the issue was for me to return the all the equipment except the panel; however, I would still be charged for the panel because its not returnable after the 3 day trial period. I was told until all of the equipment was paid for, I cant cancel the device. This is unfair because I was lied to and now Im being forced to pay for equipment that I will never use.Business Response
Date: 07/05/2023
7/5/2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20255442
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 6/9/2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel and refund her account and line of credit. A system removal appointment has been scheduled. **************** 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: 07/05/2023
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:06/28/2023
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.
Roughly two months ago we moved. When we were initially sold the system by an "authorized" dealer, they told us we would be able to move the equipment for free - or they would provide new equipment to us for free. That was not the case for either. When we called to have this resolved, I was met with a lot of frustration and told we would have to pay for both the pulling of equipment and installation. After a few frustrating calls, I finally got a gentleman who agreed to waive the installation and pulling team - he guaranteed it would be resolved if we got the warranty for the equipment. I said, sure, whatever. Take your spiff. Let's get this resolved! Well, after hardly any communication, someone came to pull the equipment. We had to buy new locks and a thermostat since we were under the impression we would be leaving the Vivint equipment and getting new ones. Oops! Can't pull the thermostat. "The new one doesn't have the right connections!!! :(" Fine. Whatever. I pulled it and replaced it myself. Let's get this equipment installed! Oops! No one to install it. We will get this resolved ASAP. It has been two months. I called a week ago to figure out what's going on, and was told we would be contacted by the scheduling team ASAP. Still nothing. I am currently on the phone with them (for an hour already) in attempt to cancel it - also apparently not possible - because they won't take the equipment back and we have to pay it, then we can cancel it! Wow. I'm requesting a credit for the last two months we've had to pay for and she is allegedly reaching out to the scheduling team to get it scheduled - at this point, I want Vivint gone. I don't want their equipment, I don't want their mediocre service, I don't want their terrible communication.My partners name is the main name on the account. Her name is **********. here are some wo numbers and case numbers they provided to me:Installation #WO-20230421-19878878 Case ID #************ Pulling Case ID #************Business Response
Date: 07/03/2023
July 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20251871
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 11, 2022
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.
Vivints record indicates that an installation appointment was set up for July 28, 2023. In addition, a 6-month downtime credit has been applied to his account.
*********************** records show that *********************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. ************ represented that she would pay a monthly services fee of $34.99, and total equipment fee of $3,816.12 that was financed through Citizens Pay, plus applicable taxes during that term. Vivint relied on ************** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Vivint agrees to the above resolution and is willing to forgive the remaining months of her contract. However, ************ is still responsible for the cost of her equipment.
**************** or *********************** may contact ********************************** / ************) directly if they have 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 LegalCustomer Answer
Date: 07/03/2023
Complaint: 20251871
After talking to **** on the phone voicing my frustrations - her response clearly was not to help me due to the fact that she is employed by Vivint to do their bidding. It was very clear that she was under the impression that the equipment would work with other service - this is not case. I have done the research prior to this, and even knew matter of the fact it can't be used. She proceeded to tell me I was incorrect about this - I came back with a "I'm sorry, you're incorrect." She told me not to take her word for it - to call another security company myself and they will tell me that I can indeed use the equipment. We ended the call at this point, me fuming, of course. I then proceeded to do a quick ****** search - would you look at that! According to vivint source, a vivint authorized dealer, found at this link here:
************************************************************************** - you sure can't. It requires a vivint backend system - I knew this! I called her back, letting her know this exact thing - her response? "...like a patient googling his symptoms and bringing it to his doctor". Oh? I called that bull ****, of course. I'm a software developer that works with proprietary RF and *** Systems. I am no idiot. After voicing my frustration with her response, she again encouraged me to call ADT - I said I will. "What will you do whenever you call them and they tell you that you can use our system?", **** responds proud of her snarky response - "I will eat my own shit", I respond. Well, Tari - I did call ADT. And guess what? They told me, as I previously have brought up, the system cannot be integrated with theirs - even going as a far as saying that your system is _so proprietary_ that to their knowledge, cannot be used with any other service provider.Before receiving and conducting these phone calls, I was frustrated with Vivint. I pride myself in my level-headednesss and empathy - I have worked service a many in my life - I understand that these people carrying out Vivint's scam of an operation are by no means Vivint - the company I share so much frustration with. Now, after said phone calls, my frustration has taken off and flourished. I am furious. This company is running a scam operation with the veil of being a security system. They claim "no contracts!", with the guise of equipment that can be taken anywhere! Haha - no. The equipment is proprietary. Worthless. You can make the argument that the nest isn't worthless - sure - that's fine. But the nest was a drop in the bucket of the remainder of the equipment.
Abhorrent. Unacceptable. I cannot believe the company vets this as a solution.
Phone calls after the claim of the system being universal were recorded and can be provided if needed.
Best,
***********************Business Response
Date: 07/10/2023
July 10, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20251871
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 11, 2022
To Whom It May ***************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Should **************** and *********************** desire to cancel their services and go with a different provider, they can do so using their Vivint system.
**************** or *********************** may contact ********************************** / ************) directly if they have 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:06/28/2023
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 has been a hassle for several weeks since Ive wanted to cancel. More than 20 emails regarding a dispute. Reason I cancelled: I was disrespected in my home by a technician. Finally, received an email today stating I would receive a partial refund and this is part of an email from them as if I have control over their employees; not at all how that works. . . . there was nothing notated about a move, cancellation, or takeover which is why the account remained active and open. Your current account was also opened by our inside sales team and there were no notes indicating anything about transferring services from this location. . .Business Response
Date: 07/05/2023
July 5, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20250759
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 16, 2013
To Whom It May ***************** have reviewed the information provided by Ms. *********************** and appreciate the opportunity to respond.
In her complaint, ************** states that it has been a hassle for several weeks to cancel her services and she has sent more than 20 emails regarding a dispute. She further explains that her reason for cancellation was because she was disrespected by a Vivint technician, and she finally received an email about a partial refund. ************** desires a refund.
On June 29, 2023, Vivint cancelled **************** account and applied a prorated refund in the amount of $28.29 to her card ending in 9680.
Vivints records show that ************** signed an Agreement in which she agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). A written notice of cancellation was provided by ************** on June 28, 2023, and her account was cancelled on June 29, 2023.
************** would receive her refund via direct deposit to her bank account and she has no further obligations to Vivint. ************** 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:06/28/2023
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 March 28, 2023 I called vivint to canceled my account ********* and I was informed that my contract doesn't ended until next year, so I asked how much will cost me to cancel my contract and they said $512.26 so I paid it with my credit card. Next month I received a bill and I called customer services again and they said that I owed them $135.36 that the last agent made a mistake, ok I paid it and they promised me that everything is finished. Two weeks later I received a text saying that I'm late in my payment so I called again and the agent apologized giving me another cancellation number(CA-141328940) and promise me that i wont receive any more emails, bills or text, but they continue to harass and today I received a bill for $192.98. What can I do to stop this harassment? Why is so hard to get out of a contract even after I paid it off? Please I need a resolution to this madness.Thanks,*********************************Business Response
Date: 06/30/2023
June 30, 2023
Better Business Bureau of ****
**** *******************************************************************;
RE: Consumer Complaint Case #: 22050426
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: June 21, 2019
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her complaint, ************************ states that on March 28, 2023,she called to cancel the monitoring service. ************************ states that she made the buyout payment of $512.26, then received a bill the following month. *********************** states that she called and was informed there was a mistake, she owed $135.36. ************************ states that she paid for that as well, then received a text message saying she was late with her payment. ************************ desires to be cancelled with no further contact from Vivint.
A Vivint representative has attempted to reach out to ************************ regarding this matter via email. After reviewing the account, ********************** agrees to cancel the monitoring service agreement effective April 13, 2023, when the final buyout payment was made.
Vivints records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on June 21, 2019. ************************ called Vivint on March 28, 2023, to cancel Agreement as she no longer uses it. ************************ made a buyout payment of $512.26 and sent in her notice of cancellation. April 13, 2023, ************************ called due to receiving calls about her account. She informed that there was still a balance of $135.36 that would need to be paid to cancel. ************************ made the payment. May 31, 2023, ************************ called because the account should be cancelled. June 29, 2023, the account was submitted for cancellation.
To resolve this matter, Vivint agrees to the resolution as stated above. ************************ may contact Vivints representative with any questions or concerns she 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 LegalCustomer Answer
Date: 06/30/2023
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:06/28/2023
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 purchased my Vivint package back in 2019 I believe. Everything was great and paid every month like usual. I moved in January 2021 into the ******, **** address. That was great. Then we had to move for work and put our service on hold for a year. Also great. We then paid to have the equipment uninstalled. They said they left the equipment with our tenants but our tenants said they remember the tech taking the box. They even looked around the whole house for the equipment but it's not there. I have my equipment paid off but Vivint is making me pay every month for monitoring but not having anything to monitor. I would like a refund for the months I've paid for no monitoring with no equipment and no further contractual agreement to continue.Business Response
Date: 07/03/2023
7/3/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20249857
Complainant: *****************************
Account #: *******
Date of Agreement: 9/14/2018
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In his complaint, ************************ explains that he previously had the equipment uninstalled from his home and moved from the location. ************************ is requesting a refund of monies paid since the equipment was uninstalled and cancellation of the account.
To assist ************************, Vivint is willing to refund him the amount of $681.87 and cancel his account without penalty. A representative from Vivint has contacted ************************ via email to inquire about where he would like the refund sent.
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:06/28/2023
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 is a very deceptive business that promises lies and does not fulfill the promises. I had someone coming g to my door and trusted the business however I got nothing other than lies and deceptive practicesBusiness Response
Date: 07/03/2023
July 3, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 20249493
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: March 4, 2023
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she was lied to and that the promises made to her were not fulfilled. ********************** desires a billing adjustment, modification/discontinuance of an advertised claim, and the job finished.
A Vivint representative has attempted to contact ********************** via email in efforts to resolve this matter. Vivint has requested that ********************** provide a full explanation of her issue so that a resolution can be provided.
Vivints records indicate that ********************** signed a Purchase and Service Agreement (Agreement) on March 4, 2023. Records show on June 4, 2023 ********************** requested a downgrade of her equipment and reported some equipment issues. June 4, 2023 ********************** made a cancellation request.
With the information provided Vivint has requested a more detailed explanation of the issue so a resolution can be provided. ********************** 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 Legal
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