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
- 8,353 total complaints in the last 3 years.
- 2,972 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:10/14/2022
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 salesman came to my home on 10/8/22 and solicited our business. He never informed us we would be applying for credit before running our credit. They only informed us afterwards that we were approved for $4K but never asked if it was ok to run our credit. We asked repeatedly if we needed to pay anything but each time we were told we didn't owe anything today. Then $49 was withdrew from our bank. The salesman then says he forgot and that was for the 1st month of monitoring. He promised that all of our current smart home equipment would work with Vivint including our myQ garage opener. He also said that he believed our thermostat would work but if did not, he would get us one. The installation tech came to install the equipment but informed us that none of our current smart home equipment was compatible and there was no order for a thermostat. After the tech signed off that the install was complete, an additional $213 was taken from our bank and no one could tell us why. We left a voicemail and text to the salesman but he never responded. I called the ***** number and was told we qualified for only $3200, not $4K and the $213 was the difference for the equipment. They offered a offered a $15 discount for 12 months to which I agreed. When the tech returned to bring the yard sign I informed him the myQ garage opener wasn't working through the app. He then told me that I would have to call Vivint to have that option added. I called Vivint and was told that feature was an additional $50. I was further told we did qualify for $4K and the $213 was a down payment. The customer service rep offered a $50 discount but told me I still needed to purchase the myQ access. Every person we speak with tells a different story. How do we qualify for $4K, but then get charged $213 for a down payment? The thermostat is no biggie but why charge us for myQ access after promising it? They lied about the cost to obtain our business and was mislead throughout the entire process.
Business Response
Date: 10/21/2022
Tell us why here...October 21, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18210694
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 10/8/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he was not made fully aware of the amount he qualified for the equipment line of credit, the cost of the myQ garage controller charge and the upfront cost his account was charged.
A representative from Vivint has contacted **************** via email and has provided an explanation of the equipment charges. Additionally, Vivints records indicate that **************** has been given a credit of $50.00 to cover the most of the myQ garage controller activation. To further assist ****************, Vivint has refunded **************** $213.92 since he was not aware the charge would be withdrawn.
If **************** has any additional questions or concerns, he may contact the representative.
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:10/13/2022
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.
******* installed a security system in our home we have one camera malfunctioning. They are refusing to send a tech out without a charge for a camera malfunction on there end. Even after both of us did trouble shooting with them they Tried to make my wife who just had a child crawl around in an unsafe attic.Business Response
Date: 10/20/2022
Tell us why here...October 20, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18220500
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 5/29/2021
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that his camera is malfunctioning. ****************** is requesting that Vivint repair the camera.
Vivints records indicate that a technician has been sent to ******************** address. The technician repaired the camera at no cost. A representative from Vivint has contacted ****************** via email. If ****************** is still experiencing trouble with his camera, he may contact the representative.
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:10/13/2022
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 am a 100% disabled Veteran and feel that I have not been treated with dignity and respect after serving my country for 20 years of military service. I became a Vivint customer in May of 2021 by a sales representative name ****** that was soliciting my neighborhood ************** In ******* **. I was never told at any time that I was in a contract with Vivint for the service and ************ for the equipment. Vivint was drafting the monthly bill from my account for supposedly the service and equipment. However, I get contacted on 5 Oct 2022 by a collection agent **************************** LLC stating that I am being contacted to pay a debt of $1,905.00 for the equipment a year and a half later. I was never contacted by Vivint with any account changes/updates . I contacted Vivint loyalty department and spoke with ************************* for him to tell me that I signed the contract and they could do nothing to help me. Also, he hung the phone up on me while I was still talking and never called back so it was intentionally. I feel that this is a very shady business practice. The customer service that ********************** provides is horrible. Lastly, they should treat every customer with dignity and respect throughout the contract process and be straight forward.Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18210227
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 4, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states he was not told of the Agreement between himself, Vivint, and the financing provider Citizens. **************** states that one of the accounts is in collections for the equipment. **************** states that he contacted Vivint about this collections and the representative was unable to help him. ************** desires the debt removed from collections.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to assist in this matter where possible. **************** may discuss this with Vivints representative directly and may contact them if he has any questions or concerns as well.
Vivints records show that **************** signed a Purchase and Services Agreement on May 4, 2021 with an initial term of sixty (60) months. Vivints records indicate that **************** received equipment financing with Citizens at this time as well. Vivint performs a survey prior to the installation of equipment in order to ensure that each customer understands and agrees to the terms and conditions of the Agreement. Vivints records indicate that **************** and **************** participated in this survey on May 4, 2021. Vivints records indicate that Vivint displayed the initial term of the Agreement of sixty (60) months and asked if it was correct. Vivints records indicate that Vivint stated **************** qualified for equipment financing with Citizens with a 0% APR and asked if this was correct. Vivints records indicate that Vivint displayed the amounts payable to Vivint and Citizens separately and asked if they were correct. Vivints records indicat that each of these questions was answered Yes. Vivints records indicate that **************** contacted Vivint on October 4, 2021 about a late payment for the equipment financing that had been reported to his credit. Vivints records indicate that **************** contacted Vivint on October 13, 2022 about the collections and thought the payment made to Vivint was going to Vivint and Citizens.
Vivints representative is willing to assist. **************** may contact Vivints representative directly via email 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:10/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Tried canceling service with Vivint due to financial hardship and when I called the service to cancel the representative had advised me I wouldnt be able to cancel without paying the whole 58 months that I had contracted with them upfront to cancel? What sense does that make to have to pay 58 months of service im not intending to use to cancel if Im having financial issues Im not able to even pay one month they refuse to cancel my service with them I just want to cancel out my account with this company. This is horrible situation to put people in to try to force them to stay with them. I wish I never gotten this service ever now its gonna end up on my credit report causing further financial issues for me. This is so stressful I never had an issue canceling an account with a company before they are ripping people off tremendously please do not get this service ever they lock you in to horrible contractsBusiness Response
Date: 10/18/2022
October 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18209370
Complainant: Jasmine ************************** Vivint Account #: *******
Date of Agreement: June 1, 2022
To Whom It May ***************** have reviewed the information provided by Ms. ********** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ********** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account from collections and waive the associated fees, the account will remain closed. Ms. ********** 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:10/13/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 7, 2022 i called Vivnt about cancelling my service as i was moving, the rep advised i could move my service. i told them i would speak to my husband and call them back. Back on 07/29/2022 I sold my home ******************************************************************, and decided not to keep them. I did call to cancel my service and was connected to the loyalty department and was told by an agent they would cancel my service and email me the confirmation. He told me i only owed for July and nothing more. He sent me referral emails instead and lied stating he told me how to cancel. I continue to get calls from them telling me i needed to pay and it was not until a 3 conversation that I was told i needed to cancel in writing. I did cancel in writing, and waiting for a prorated bill for the month of July. The current resident kept my equipment, and kept put the service in her name, but now I am being told i need to pay for the 3 months i was not living there, because i didn't cancel . Nowhere on the website does it tell you how to cancel, nor was it made clear when speaking to agents. I am being told I have to pay for something that is no longer mine, and also given to the current resident of the home. Every agent has a different story and told me they don't go by notes but only what they see, so anytime i contacted them, nothing was notated according to an agent i spoke with.Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18207519
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 17, 2017
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she contacted Vivint on July 7, 2022 about moving her services. ****************** states that she sold her home on July 29, 2022 and did not proceed with moving. ****************** states that she requested cancellation at that time and was told she would need to pay for July. ****************** states that her account has not been cancelled. ****************** desires a billing adjustment and no further contact by the business.
A Vivint representative has reached out to ****************** in order to assist. To assist, Vivint agrees to cancel ******************** account and waive the balance from July to current as a courtesy. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on August 17, 2017 with an initial term of sixty (60) months. Vivints records show that ****************** contacted Vivint on July 7, 2022 about moving her account. Vivints records indicate ****************** contacted Vivint on July 29, 2022, but a notice of cancellation was not sent until recently. Vivints records indicate that Julys payment was not made.
Vivint agrees to the above resolution. ****************** 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:10/12/2022
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.
About five months ago, I call Vivint to question the monitoring fees and to get out of their service. The lady I spoke with advised that she can get it lower but she has something to offer me. She advised they have a new generation system with better night vision ($1500 out five month) to which I agreed, Within one week I contacted Vivint because the night vision was not working. They sent about five technician to my and I learned it is not a hardware issue but a software issue and Vivint is aware of that. I was told on Friday by a rep that a solution was found, and that is to purchase a spot light for the night vision and that I have to buy it and they will give me a monthly credit that is amount to a discounted price. After going back and forth on the fact that they misrepresented the product they sold me and that my old system gave me what the new system isn't the rep told me that is all they will offer. I suggested to the rep that such light should be given for free to bring the system up to what was promised when the system was promoted to be better than what I had. They rep assured me that is all Vivint is willing to do. I intended to talk with an Lawyer to understand my remedy however, I said let me go this route before I seek legal advise.Thank you for your assistance.Business Response
Date: 10/19/2022
Tell us why here...October 19, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18206599
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 12/8/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he is unsatisfied with the night vision on his camera. **************** is requesting a Spotlight Pro at no cost.
At this time, Vivint is willing to offer **************** a Spotlight Pro at no cost. A representative has contacted **************** via email to schedule an appointment for the installation of the new device.
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: 10/31/2022
I don't agree.Vivint provided a statement that seems to seek a resolution.Unfortunately to date my email response and phone call to Vivint legal team has met with no response or action from them.Thank you,**************************;Business Response
Date: 11/07/2022
November 7, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18206599
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 12/8/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
As previously explained, Vivint offered to install a Spotlight Pro at no cost. *************** previously accepted this offer. Vivint sent a technician to Mr. ******* home to install the device. **************** was under the impression that Vivint would be installing 5 Spotlight Pros at no cost, therefor, **************** cancelled the appointment. Vivints offer remains active. **************** may contact the representative if he would like to reschedule.
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: 11/08/2022
Complaint: 18206599I reject the premise that I want Vivint to install 5 free lights (even though they promoted and sold me night vision cameras that was not ready for market) . In my email to ************ stated I purchased five (5) night vision cameras non of which works. I also stated I installed three (3) motion lights at my own expense.
What I am still seeking (and which I think is more than a reasonable compromise) from Vivint is for them to be responsible for the remaining two (2) lights.
Thus Vivint stating I am seeking to have five lights installed is a misrepresentation of the facts.
I am rejecting this response because:
Sincerely,
*************************Business Response
Date: 11/16/2022
November 16, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18206599
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 12/8/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
At this time, Vivint is willing to install 2 Spotlight Pro devices at no cost. A representative is in contact with **************** to schedule an installation appointment.
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: 11/28/2022
Good day *****,As per your email I waited all day on Saturday for the installation but no one showed up.Can you please advise me of any changes that was made.Regards,MaxwellBusiness Response
Date: 12/02/2022
December 2, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18206599
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 12/8/2017
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
An appointment is scheduled for December 3, 2022.
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: 12/03/2022
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:10/12/2022
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 have been having issues with them for years. Went to cancel,they tell me to put in writing,which I did. Then I ask if it is canceled they tell me the process will take 30 days. The company didnt give me all the equipment that was in my contract from the beginning. I called and nothing was fixed. My contact is up and Now they are giving me issues with canceling.Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18205516
Complainant: *****************
Vivint Account #: *******
Date of Agreement: September 15, 2015
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he had unresolved equipment issues. ************** states that he sent a notice of cancellation and was told that his account would be cancelled at the end of the thirty (30) day cancellation period. ************** desires the job finished.
A Vivint representative has reached out to ************** in order to assist. At this time, Vivint agrees to cancel ********** account and waive the remaining time of the thirty (30) day period. ************** has no further obligation to Vivint. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Vivints records show that ************** signed a Purchase and Services Agreement on September 15, 2015 with an initial term of forty-two (42) months. Vivints records indicate that ************** sent a notice of cancellation on October 4, 2022 and the thirty (30) day cancellation began per the Purchase and Services Agreement. Per the Agreement, IF TERMINATED, THIS AGREEMENT ENDS ON THE LAST DAY OF THE THIRTY (30) DAY NOTICE PERIOD.
Vivint agrees to the above resolution. ************** 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:10/12/2022
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 spoke with Vivint over a year ago to inform them that once my contract was over that I would not like to renew. Vivint continued to charge my account for over a year after the contract ended. Vivint has refused to give me a refund although I havent used there service or equipment for over a year.Business Response
Date: 10/19/2022
October 19, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18205260
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 7/11/2016
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she informed Vivint that she wanted her account cancelled at the end of her contract, however, her account remained active. ****************** is requesting a refund of all payments made in the last year.
At this time, Vivint is willing to cancel ****************** account. Additionally,Vivint has refunded ****************** 6 months of payments in the amount of $314.82 which will be received within **** business days.
However,it should be noted that according to ****************** contract, a 30-day written Notice of Cancellation is required upon cancellation. Vivints records do not indicate that ****************** has issued a written notice of cancellation.
Despite the information mentioned, Vivint agrees to the resolution above.
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:10/12/2022
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.
Been trying to cancel service for months. Get run around. Billing is incorrect every month. I call and i have been told it would be crrected , but isnt. Have been calling customer service every month for past 5/ 6 months with no resolution. Told I agreed to 24 month contract. I disagree. Been customer for 9 plus years. Tired of having to constantly call about billing. No longer want their service, definitely don't want to deal with customer service any more.Business Response
Date: 10/18/2022
October 18, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18204810
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 14, 2013
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she has been trying to cancel the agreement for months. She states that every month the billing is incorrect and is told it will be corrected. **************** states that she was told she agreed to a twenty-four (24) month contract, which she denies. **************** desires a billing adjustment and no further contact by Vivint.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the monitoring agreement and to waive the associated fees. **************** must pay the past due balance of $120.14 before the cancellation can be processed.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on August 14, 2022. Records indicate that the agreement was made to extend the contract by twenty-four (24) months along with a lower monthly rate on June 29, 2022. This would place the account in contract until June 29, 2024.
Despite the above information listed, Vivint offers to waive the current monitoring contract for cancellation and the associated fees upon receipt of payment of the past due balance of the account. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/19/2022
Complaint: 18204810
I am rejecting this response because:over charging me is what started this in the first place. I have spoke to several representatives and was told by each that all late charges were going to be removed. Especially since my payments were not late. When it wasn't corrected, I told them I was canceling service. That's when ***** a month was offered. I signed nothing. If I have unknowingly agreed to a contract, it was not kept by ***** because I never received a stamens for ***** they charged me 68. Plus late fees. Also, I have not recieved a phone call or a text from vivint. I had, and have no issues with the monitoring, in fact they are great. It's the customer service and billing that are a pain. And this is the first problems I've had with them in the 9 years of service.. I will pay the ***** I agreed to, then cancel
Sincerely,
*****************************Business Response
Date: 10/25/2022
October 25, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18204810
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: August 14, 2013
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her rebuttal, **************** states that she has been being over charged. She states that she has been told the charges will be removed. She states that when the charges werent corrected, she requested cancellation. **************** states that is when she was offered $24.99 per month. **************** states that she did not sign anything. She states that she will pay the $24.99 per month she agreed to and then cancel.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the monitoring agreement and to waive the associated fees. **************** must pay the past due balance of $120.14 before the cancellation can be processed. Vivint has introduced a second option, if **************** would like to keep the service active Vivint offers to clear the past due balance of $120.14 therefore leaving **************** with a $0 balance and to pay the $24.99 that has been agreed to.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on August 14, 2022. Records indicate that the agreement was made to extend the contract by twenty-four (24) months along with a lower monthly rate on June 29, 2022. This would place the account in contract until June 29, 2024.
Despite the above information listed, Vivint offers the two resolutions listed above. **************** 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:10/12/2022
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.
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- The business failed to respond to the dispute.
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Bought a security system from Vivant for my home at ***************************************************. In October of 2018. The salesman assured me that if I moved, I could cancel my service. I sold the home in 2020 and I can't get out of the contract until October 2023. I call them every month and get the same answer.Business Response
Date: 10/17/2022
October 17, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18204661
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: July 18, 2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was assured that if she moved, she could cancel the service and be release from the contract. ************** desires to cease the contract.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has offered to waive the remaining monitoring contract and associated fees. Upon receipt of confirmation that the equipment has been paid off.
Vivints records indicate that ************** signed a Purchase and Services Agreement July 18, 2018. Records indicate that ************** notified Vivint that she moved and left her equipment in the equipment in the home on April 28, 2020. Records indicate that ************** contact Vivint regarding her move again on October 12, 2022 inquiring when the contract is over and accepted an agreement to receive $10 off of her monthly payment for the next twelve (12) months.
Despite the listed information above, Vivint offers to provide cancellation of the monitoring contract upon receipt of the confirmation of payoff for the equipment. ************** 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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