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
- 8,105 total complaints in the last 3 years.
- 2,842 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:04/18/2023
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 have been speaking with Vivint for over a year now. I never signed the contract. They acknowledged this on a recorded line. Has been.calling and harrasing me for months now. Their viy came and removed and took the equipment over a year ago. They are still trying to charge me for a servo e I haven't received in over a year plus I have been telling them all this time I never signed anything I was just scared for them to fraudulently put this on my credit report which they did anyway. And I have proof of everything. Including the contract and just recently they thicker me into sending my OD which they never had on file.
Business Response
Date: 04/25/2023
April 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19952599
Complainant: Richaun Little
Vivint Account #: *******
Date of Agreement: August 18, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she has never signed a contract. She states that Vivint acknowledged this on a recorded line. **************** states that Vivint has been harassing her for months. She states the equipment was removed by Vivint over a year ago. **************** states that Vivint is still charging her for a service she has not used or had in over a year. **************** desires removal of a credit report, cease of calls, and to cut all ties.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has removed the account from collections and waived the collections balance due of $1541.70. The account will remain closed.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on August 18, 2021. Records show that on March 23, 2022 **************** notified Vivint that she never agreed to a sixty (60) month contract. **************** was educated on the cancellation process of the account. March 29, 2022 **************** requested to cancel the account as the fees to move the system were too expensive. March 30, 2022 an appointment was set to remove the equipment. May 2, 2022 **************** made a cancellation request as everything had been removed. October 5, 2022 Vivint received the required Notice of Cancellation to cancel the account. Records show that November 8, 2022 **************** disputed the signature on the Agreement and a dispute was set up and a copy of ****************** ** was requested. November 10, 2022 the claim was placed on hold as Vivint had not received the requested copy of ****************** **. Records show that December 9, 2022 **************** made another cancellation request and was notified that the dispute team has been trying to contact her. February 24, 2023 Vivints dispute team made a fourth (4th) attempt to call **************** to assist with the signature dispute. February 27, 2023 the account was written off for non-payment. Records indicate that April ****, 2023 **************** worked with an Executive team at Vivint regarding the signature dispute after sending in a copy of her **. **************** was notified that Vivint found the signature on the ** to match the signature that is on the Agreement. Vivint also found that **************** participated in a Audio and Video recorded Pre-installation survey where she is shown agreeing to her identity and the Vivint sixty (60) month contract term. With the information above Vivint has found that the contract and signature is valid. However, Vivint has removed the account from collections and the account will remain closed.
**************** 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: 08/02/2023
This business falsified documentation. There was no signature. They also removed the equipment and continued to bill me after they agreed to terminate the contract.Business Response
Date: 08/07/2023
August 7, 2023
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #:19952599
Complainant: Richaun Little
Vivint Account #: *******
Date of Agreement: August 18, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to close the equipment line of credit effective April 2, 2022. Vivint has alcos removed the Vivint account from collections and waived the fees due. **************** 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:04/18/2023
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.
The Vivint Alarm equipment was NOT working properly from day 1 and after numerous over the phone trouble shooting to no avail and 3 service Techs at my home with no success. The equipment was finally removed, but Vivint is still charging me for equipment I no longer have. They told me that would take their equipment back and cancel my service free of charge and stop my billing. However, after the equipment was taking out they refuse to stop billing me and told me that they would extend my billing to 2028 despite that I no longer have their equipment.Business Response
Date: 04/24/2023
April 24, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: March 25, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account as well as to provide a full refund of any payments made to Vivint and to provide closure of the Equipment Line of Credit. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/24/2023
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:04/18/2023
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 have been charged ******* in total from this company since July of 2022. A sales rep knocked on my door trying to sell Vivint. When selling the service to me I asked, would it be better to pay for equipment in full? I was advised that it was better to pay in monthly increments. I found out the first month that I was being charged interest on a Fortiv Line of Credit **************. so I was LIED to from the beginning. On 7/9/22 I paid off the equiptment a total of *******. I complained to no avail. I called in in late January about having services transferred to new house, I was told by the trnsfr ***** that I would have a sweet deal if I added new equip to the new house ***** a month for service, and my total bill would only be 55 a mon for the new property. I told him it would be silly to add brand new equipment, when I just paid ******* in July, and already have new equiptment. I said,I'll still take the discount. They said they can't do that. When I asked to cancel, they said I was in a 5 year contract, and would owe1600. I was never told that I had signed for 5 years of service. At the time, I planned on keeping old property as rental, so I decided to add new equipment to new house with the move "special." As long as I would only owe 55 a month for service, and equipment.I received a call 2 weeks ago about **** they said I owed. I lauged. They Debited my Bank account **** 4/14/23. Without warning, When I called CS, they said they did in on accident, but I had to add to my line of credit. I never agreed to pay them that! I called in **** requesting refund, and cancellation. They said that they would give me *******, and let me out of contract. I still haven't received refund. They said that they would refund me on Friday. I have been charged multiple overdraft fees!! My checking is ********, and have more bills to come out! The *******, in addition ******* for all svcs/eqipt paid for plus ovrdrt fees.This is criminal!Tht is y they lose in courtBusiness Response
Date: 04/24/2023
4/24/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19950834
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 7/9/2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that the terms of his agreement were misrepresented to him at the time of the sale. ****************** requests a refund.
A representative has contacted ****************** via email. Vivint is willing to cancel Mr. ******** account and line of credit upon receipt of the newly installed equipment.
It should be noted that on March 9, 2023,****************** signed a System Purchase and Services Agreement (Agreement). By signing the Agreement, ****************** agreed to a total price of $1,589.48 and a monthly services fee of $30.66 plus applicable taxes.
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:04/18/2023
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 feel our sales rep did not disclose the full amount of the equipment. Nor did he disclose what we would need to pay to transfer services. This company is predatory and deceptive in their practices. They are demanding we pay over $3000 to cancel our services. Which was supposed to be the total cost of our contract and equipment when we signed up over 2 years ago.Customer Answer
Date: 04/18/2023
First off we were told from the beginning our new camera would be better quality than the Ring doorbell we previously had. That simply is not the case. The actual equipment is very low quality and is constantly failing. If the camera is working (which it isnt half the time) you can hardly make out what is happening. It doesnt record like it is supposed to even though we paid extra to have the *** save our recordings. We have been dealing with it in the meantime but are finally fed up. We are moving soon so we contacted them trying to cancel our services. We were then told we would need to pay over $3,500 to cancel. Our sales rep told us when we signed up that there was no cancellation fee as long as we return the equipment in full. After doing some research I found this obviously isnt true and has never been true. It seems that our salesman blatantly lied to us to lock us into a 5 year contract. Now we either have to pay $300 to transfer to our new house and still be locked into the contract. Or pay $3,500 to cancel our services which we thought would be free. Its a total scam and should be avoided at all costs.Business Response
Date: 04/24/2023
April 24, 2023
Better Business Bureau of ****
**** W ***********************************************************;
RE: Consumer Complaint Case #: 19950131
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: March 2, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he feels the sales representative did not disclose the full amount of the equipment or what would be needed to pay to transfer services. **************** desires to have the monitoring service agreement cancelled.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, ********************** is offering the following (2) options: 1) cancel the remainder of the monitoring service agreement upon receipt of a written notice of cancellation from the contract signer, ***********************, however, **************** will remain responsible for the remainder of the equipment loan with Citizens, or 2) schedule a Smart Home Professional to move the equipment to the new home, waiving all uninstall/install fees to move the equipment.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on March 2, 2021. **************** called Vivint on April 18, 2023,to inquire about her move options. ************* was provided with deferment options, as well as transferring the service to another person, and cancellation information. **************** was undecided and stated she would call back. No other contact was received by **************** regarding this situation.
To resolve this matter, Vivint has provided the options as stated above. **************** may contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/18/2023
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.
The company I had called regarding how much was left to pay on a bill and they had said the payment terms were satisfied and no more payments were due. The company is no legally allowed to discuss loan status, which they due not have access to, or do they handle the loans. We received a bill for charges where they specified the loan was already paid off. We contacted Vivint 4 weeks ago, which was our first communication and they said they would have a resolution within 3 days. At this point we have contacted them in total four times and they cant give us a resolution to the issue we are experiencing.Customer Answer
Date: 04/19/2023
****************************** lane
********,** 78382
Business Response
Date: 04/24/2023
Tell us why here...
4/24/2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19949314
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 6/16/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that a representative from Vivint previously informed him that his equipment loan was paid off. ************** requests that Vivint pay off his equipment loan.
To assist **************, Vivint has added a two-month service credit to his account. A representative has contacted him via email to address any additional questions or concerns. Vivint is not willing to pay off Mr. ****** equipment loan.
Vivints records show that ************** has a contract with ************* for an equipment loan of $4,000.00. ************** is entirely responsible for this loan. However, Vivint does apologize for any misrepresentations that *** have been provided.
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:04/17/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had Vivint for a couple years after being roped into a trial period from a door to door salesman. I was falsely advertised to about the trial period and told it was a ******************************************************* fact a 3 day trial. I found out after trying to cancel that I would have to pay off the equipment in whole that was financed through another institution and then completely pay off my contract period, this was several thousand dollars. After cancelling through a series of phones calls and a required letter of cancellation I was told my account was closed. That was February of 2021. Now, in April of 2023 I found out Ive started being charged again as of December of 2022. Im irate about this. I called to see what was happening to be told my account was still active and Id have to call back at another time to speak with a loyalty expert. Ive read online that Vivint frequently fails at canceling peoples service leading to more charges to got out of an authorized extension. I have never felt so taken advantage of. Im attaching the email I sent with the notice of cancellation which I was told by an on the phone rep was received. Im also including the charges that I wanted refunded for service that I havent had for 2 years. Vivint is the definition of predatory.Business Response
Date: 04/21/2023
April 21, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19948614
Complainant: *****************
Vivint Account #: *******
Date of Agreement: August 10, 2019
To Whom It May ***************** have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. **** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the monitoring service agreement with an effective date of May 12,2021, when the buyout payment was received. Vivint also agrees to refund all payment from that date on in the estimated amount of $254.29. Mr. **** 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 LegalCustomer Answer
Date: 04/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************Initial Complaint
Date:04/17/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Signed up for Vivint a little over 4 years ago. Approx 1 month ago 2 of my Carbon Monoxide detectors malfunctioned and stopped working. I contacted Vivint and learned these CO detectors have a 5 year lifespan. I was also told that if the detector failed within the 5 years it would be covered under warranty. However, the representative stated the company refused to replace my detectors because it was close enough to the 5 year warranty and they would no longer honor my warranty. Both detectors failed before the 5 year warranty expired.I would also like to not that the Vivint supplied CO detectors do not meet NFPA requirements. When speaking to the representative I requested to speak with a supervisor. I was told I would receive a call back from a supervisor at a later date. They would not tell me how long it would take. It has now been over 2 weeks and I have yet to hear from a supervisor. I would like to hear back from Vivint and at the bare minimum have the CO detectors taken off my equipment payments, since the devices failed.Business Response
Date: 04/21/2023
April 21, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19948179
Complainant: ******* Cosgriff
Vivint Account #: *******
Date of Agreement: August 11, 2018
To Whom It May *********************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, ******************** states that he signed with Vivint 4 years ago. His CO detector malfunctioned and stopped working. The detector has a 5 year life span and because it malfunctioned so close to 5 years Vivint will not replace it.
Vivint has agreeed to send a free replacement for both CO Detectors to ********************.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on 8/11/18. Vivints records indicate that ******************** called Vivint on 4/1/23 due to 2 co detectors not working.
A representative from Vivint has reached out to ******************** via phone and email in an effort to resolve this matter. Vivint has agreed to the above resolution and ******************** may contact Vivints representative directly if he 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: 04/21/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:04/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Sent notice to cancel service and cancel permission to withdraw ACH payments to company 17 January 2023. Company sent email confirming receipt of request 18 January 2023 (service number S-*******). Company continues to deny request to cancel service - making telephone and email offers, ignoring my statements about having paid off the equipment and not wanting the service. Additionally, company continued to make ACH withdrawals from my account without consent, and falsely told me they had removed my information from their system and would send me a refund check for the monies they unlawfully withdrew. Even after contacting the bank to dispute their ACH withdrawals, the company continues to send bills for service they acknowledged I requested to cancel.Business Response
Date: 04/21/2023
Tell us why here...April 21, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19947971
Complainant: Mayesha *******
Vivint Account #: *******
Date of Agreement: April 17, 2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she sent in a notice of cancellation on January 17, 2023. ***************** states that she received receipt confirmation, however, Vivint still continues to bill her for monitoring services. ****************** desires to have the monitoring service agreement cancelled and to be refunded.
A Vivint representative has attempted to reach out to ****************** regarding this matter via email. After reviewing the account, ********************** has cancelled the monitoring service agreement effective April 17, 2023, ****************** has no further obligation to Vivint. No refund is warranted as all payments made from February 17, 2023, have been returned.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on April 17, 2018. ****************** called Vivint on January 17, 2023,to cancel her Agreement. ****************** was informed of the cancellation process and sent in a written notice of cancellation. February 22, 2023, ***************** called about the cancellation and was informed a proper refund would be made once the Agreement has been cancelled. April 17, 2023, Vivint processed a cancellation of the agreement; no refund is warranted as all payments from February 22, 2023, on were returned.
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: 05/01/2023
VIVINT responded to my 1st BBB complaint #: ******** with inaccurate info. One email from the company indicated the account was closed effective 18 April, 2023. A second email had 17 April, 2023 as the closure date, & noted that {I} have no further obligation to Vivint. Nonetheless, 25 April, 2023, I received an invoice for past & future services & late fees. The following day, I received a second invoice. VIVINT ignored my request to close the account in January & continued to do so through April despite my compliance with their original System Purchase & Service Agreement. I submitted the required thirty (30) days prior written notice to terminate services. I made the final payment for services in advance in January, 2023. Also in January, I withdrew from VIVINT authorization to make any additional electronic fund transfers from my bank account or/ and charges to my credit card accounts, as the final advance monthly service fee was paid then. I paid in full the outstanding balance for the equipment. Still, VIVINT refused to cancel the service & kept taking moneys from my bank account. ACH payments drafted February 2023, & March 2023, were withdrawn from my bank account despite my revocation of VIVINTs authorization to do so via email January 2023, & the companys electronic acknowledgment of my request. In February, I was advised by a VIVINT representative that my moneys would be refunded to me via check & my bank account information was removed from their system. March 2023, my bank account was again illegally drafted. To date, VIVINT has not sent me a refund check. To prevent the company from unlawfully drafting any more ACH payments from my account, I disputed the February 2023, & March 2023 payments with my bank. I filed complaints with the ******* ****************************** & the BBB to forestall the companys reversal of the disputed ACH withdrawals. VIVINTs response to my BBB complaint #: ******** is neither consistent nor complete.
Desired Outcome: cancel the service effective 17 January, 2023.; eliminate all charges as of 17 January, 2023.; Provide me with written documentation that the account balance is zero, and I do not owe the company moneys for past or future services.Business Response
Date: 05/04/2023
May 4, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19947971
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: April 17, 2018
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 backdate the cancellation date of the monitoring service agreement to January 17, 2023, with no refund warranted. Vivint agrees to place Ms. ******** phone number on Vivints Do Not Call list. Vivint also agrees to provide written confirmation that ****************** has no further obligation to Vivint for past or present services. ****************** 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:04/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Vivint has Failed to install Equipment properly When Contacted about the Equipment not working I was told a tech would need to come out and Verify there is an issue with the cameras and see that they were installed in insecurely and improperly. Tech Agreed and put it in their statements the company failed to install the Equipment correctly 1. Installed on a door that does not shut making it impossible to arm the system 2. Put a camera plug inside a door that does not close making it easy for a wire to be clipped or just unplugged 3. Failed to check the power supply to the front door camera and now Camera does not work 4. Carport camera continuously records with nothing moving to provoke it. 5. installed door sensors on outside of doors accessible to anyone to remove which the first Tech did because I was unable to open that door with the sensor there I called Vivint back to start the Cancelation I have been told that the Equipment must be paid off but I have Receipt of payment to Vivint in the amount of ******* USD I have been told they can not cancel and take the Equipment back I have been told we could Cancel if another tech came out again and that tech said the same with extra notes for Vivint that the Equipment was installed incorrectly and unsafely as wires are also exposed to the weather. I have tried with Vivint to request an Aburitation for this contract to be canceled and for Vivint to come and remove their Equipment from my residence and Vivint has refused everything requested. All I am asking of Vivint is to Cancel the Account and Refund the Equipment. I am not asking for a refund of the time with Vivint just for the Equipment. Vivint can remove their Equipment from my residence or I can ship it back. They have failed to install properly, Failed to provide services to my property, and Failed in resolution to this issue. As it shows in the documents there was also a loan taken out by Vivint for the Equipment Videos are available upon requestBusiness Response
Date: 04/22/2023
April 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19947175
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: January 18, 2023
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A 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 LegalInitial Complaint
Date:04/17/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sold my house, moved, and cancelled my service with Vivint on October 27, 2022. I paid off all my remaining balance for my equipment and at that time, was not told that the amount was all I owed to cancel. I wrote a letter requesting cancellation, which I sent them on October 27, 2022. Vivint did NOT cancel my contract, nor did they stop charging me usage fees, even though I removed the power source and backup source out of the equipment so that it could NOT work. I continued to get billed, so I called their customer service who stated that I still owed money to "buy out" my contract. I paid it off on February 28,2023 for a total of $421.76. They reinitiated the cancellation of service and told me that they needed up to 30 days complete. Even though I received in writing that I did not owe another cent, and that the cancellation would be taken care of, my credit card was charged again for another $287.35!! So on 4-17-23, I contacted them to inform them that I have documentation from them saying it was paid off, and that promised they would have their cancellation ***** follow up. I asked, "Why am I being charged again? After almost an hour on the phone with them, I was assured in writing that my credit card would be credited (although it could be up to 10 days to go through) and that they would "escalate" my cancellation. Considering I did everything I was supposed to do over 6 months ago, I feel like I am being harassed and wrongfully charged. It doesn't seem to matter that I sent my request for cancellation over to them 3 different times, talked to 8 different people from Vivint, and received confirmation that they did receive my payment and request. This company needs to be held accountable for making consumers their last priority, and for also causing consumer's credit scores go down. They do not care about how this impacts the consumer and what a hassle it creates.Business Response
Date: 04/21/2023
4/21/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19946352
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: 11/25/2013
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she paid off her account and equipment. However, her account was charged $287.35.
****************** was refunded $51.47 on April 21, 2023. Vivint has agreed to refund the remaining amount of $235.88. ****************** will receive his refund within **** business days.
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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