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
- 8,092 total complaints in the last 3 years.
- 2,845 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:04/11/2023
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 called to cancel my service with Vivint over 2 months ago and was told I had to send in a letter at the end of my contract, but was not provided the information of what and where to send it. When I called again today, I was transferred to over 5 different people within 2 departments dragging the call out to over 30min without resolution of my desire to cancel my service. I made it very clear to each person my desire was to cancel the service, but notes were read to me from the employee that I wanted to keep and transfer my service. This company lied and manipulated the phone call to entice me to stay with Vivint. I was finally able to obtain the information to send in a Notice of Cancellation only after a notice to file a complaint with the Better Business Bureau. I request this company be put on notice to change its cancelation practices to allow other customers to cancel their service without unnecessary harassment and manipulation. The several employees I spoke with behaved like a bully, taking advantage of other people.
Business Response
Date: 04/17/2023
April 17, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: May 26, 2018
To Whom It May Concern:
I have reviewed the information provided by Mr. ********* and appreciate the opportunity to respond.
In his complaint, Mr. ********* states that he cancelled his service over two (2) months ago. He states that he was told that he must send a letter at the end of the contract but was not told where to send it. Mr. ********* states that he called Vivint to try and get the information but was pressed to stay with the company or to transfer his service. Mr. ********* desires modification/discontinuance of an advertised claim and no further contact by Vivint.
A Vivint representative has attempted to contact Mr. ********* via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract without penalty to Mr. ********* and to waive the thirty (30-day) cancellation processing time.
Vivint’s records indicate that Mr. ********* signed a Purchase and Service Agreement (“Agreement”) on May 26, 2018. Vivint records indicate Mr. ********* contacted Vivint on April 11, 2023 with a cancellation request due to the fact that he moved. Mr. ********* declined all Vivint offers and it was confirmed that Citizens had been paid off. He was advised that it takes thirty (30) days to cancel once the Notice of Cancellation is received, he was sent the information to send the Notice of Cancellation. Vivint’s records show no previous cancellation requests.
With the listed information Vivint offers cancellation of the account without penalty. Mr. ********* may contact Vivint’s representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/11/2023
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 have moved away from the property and are trying to cancel our service. The system was in the home when we moved in, and we did not purchase anything from Vivint. We are leaving the items in the home. We paid each month for monitoring, without any long term plan. I am trying to cancel the service as of April 19th, 2023 when a new family moves in (that want the Vivint system and will likely sign up to continue it).
I called today to cancel the service, since we no longer need it. We do not know who is moving in, so we cannot transfer the service to them (which is a stupid policy, btw - who knows the contact info of the people moving into their home?). The customer service team transferred me around to 3 people, none of whom would cancel the service, and then when they were going to said we had to keep paying until August 2024 even though we never signed up for a long term service. I am looking to cancel the Vivint service as of April 19th, 2023 and not get charged incorrectly for over a year and a half of service because Vivint is trying to scam us.Business Response
Date: 04/19/2023
April 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* *****
Vivint Account #: *******
Date of Agreement: September 7, 2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ********* ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** explains that they have moved and are trying to cancel their services. She further explains that they are not able to transfer their services and are unwilling to pay for services until August 2023. Ms. ***** desires the cancellation of her services without fees.
At this time, Vivint agrees to cancel Ms. *****’s Agreement without penalty.
Vivint’s records show that Ms. ***** signed a Purchase and Services Agreement with the initial term of thirty-four (34) months. This shows a monthly services fee of $38.99, plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. Ms. ***** has no further obligation to Vivint.
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: 04/19/2023
Complaint: ********
I am rejecting this response because:Vivint required my husband, ****** *****, to pay a $323.76 via Mastercard on Friday, April 14th to cancel our policy. If Vivint is allowing us to cancel without penalty or "buyout", I would need to identify when we will be getting this paid back a refund.
I would also like Vivint to acknowledge that this was only allowed with a complaint through the Better Business Bureau. Both my husband and I called multiple times, were sent through different customer service agents without support, and even yesterday no one could tell us if we were having our policy cancelled or taken over by the new home owners. Even with several customer service emails, we did not get a call for support.
Sincerely,
********* *****Initial Complaint
Date:04/11/2023
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 called Vivint last November requesting that they cancel my service, to my address.I was told that they would but I needed to fill out a request. She also said they would email it to me and could print it out fill out the request and mail it in. I proceeded to inform her my printer is broken, and ask that they mail the form to me. I never received it. I then received another bill in January. I called again ask to cancel service. They again wanted to email the request for cancellation so I could print it out and mail back. Spoke to ******. Received another bill and each time the amount keeps adding up. I called again spoke to ***** same song second verse. Finally spoke to a **** she told me to right it down on paper. cancel Service at my address my verbal pass code account number and sign my name. *************************** ******* ***** ** ***** 800 229 **** My verbal pass code My account no ******** And sign it Copy with my phone and email to vinvint I did. I have called again was told they can not cancel until I pay $338.52Business Response
Date: 04/19/2023
April 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19923346
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: May 28, 2012
To Whom It May *********************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ****************** states that she called 11/2022 to request cancellation. She never received the form that she was told would be sent for her to fill out and mail in. She was billed 1/2023 and called again to cancel. She claims that because no one verbally gave her the cancellation instructions she now owes $338.52 that needs to be paid before she can cancel.
Vivint has agreed pull her account from the collection agency and cancel her account.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on 5/28/12 with an initial term of forty-two (42) months which states that written notice of intent to cancel must be submitted 30 day prior to cancellation. Vivints records indicate that ****************** called on 11/9/22, declined all offers and was sent notice of cancellation information (NOC) via email. Vivints records indicate that Ms. ************;called 1/25/23. On that call she said that she had cancelled before Christmas. She was sent NOC information via email for a second time. Vivints records indicate that ****************** called on 2/27/23. On that call she stated that she sent in her NOC on 1/25/22. Vivints records indicate that ****************** submitted written notification to Vivint on 2/27/23. During this time, Vivints records indicate that Ms. ******** last payment for her service was on 11/3/22. Because her 4 months in arrears, her account was written off as a bad debt and sent to a collection agency.
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 Ms. ******** may contact Vivints representative directly if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/11/2023
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 1st, 2023, I submitted a notice of cancellation to *********************************** I was told that I would be contacted within 24 hours. I was not contacted. I called Vivint customer service, I paid my cancellation fee and was told that I would not be charged again, but that the cancellation would take 30 days. I asked to speak to a supervisor. ***** informed me that I would not be charged. April 10th, 2023 I received a call stating I had a balance due on my account for $60, which is the monthly fee. I called customer service and they claim they never received a notice of cancelation. So I forwarded the email cancellation to the customer service ***** ********************* as proof. I am now told it could take an additional **** days for cancellation....and most likely another "bill" that I don't owe.Business Response
Date: 04/17/2023
April 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: ***************************
Complainant: 19922591
Vivint Account #: *******
Date of Agreement: December 20, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that on March 1, 2023 he submitted a Notice of Cancellation. He states that he was not contacted within twenty-four (24) hours as he was told. He states that he paid his cancellation fee and was told he would not be charged again. **************** states that April 10, 2023 he was told that he has a balance of $60. He states that Vivint told him that they never received the Notice of Cancellation. **************** 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 cancelled the account effective March 1, 2023, Vivint will provide a refund of any payments made from that date forward if any. Vivint will not refund the buyout payment of $592.94 that was made on March 2, 2023.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on December 20, 2019. Records indicate that March 1, 2023 **************** contacted Vivint and requested the cancellation of the account, he was educated of the buyout amount and takeover information for the account. March 2, 2023 **************** notified Vivint that he would lie to make the buyout payment of $592.94 and made the payment. April 11, 2023 **************** notifed Vivint that he is still being charged and that he sent the Notice of Cancellation March 1, 2023. April 12, 2023 Vivint received the Notice of cancellation sent effective March 1, 2023 and submitted the account for cancellation.
With the information above Vivint has provided cancellation. **************** has no further obligation to Vivint and 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: 04/17/2023
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:04/10/2023
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 had Vivant for over a year and we have moved. The first install was done completely wrong and messy and they drilled all kinds of holes through our home. They had to pay for the repairs. After that the equipment never worked properly and it was impossible to get repaired. I had to move for work and we moved into a historical home and were told by two separate Vivant representatives that they were going to cancel all services due to COVID he fact that the home is unserviceable. Months have passed and both attempts to cancel the service were declined after I was told my account was going to be cancelled. I want my service cancelled and my equipment charge to stop as I was told it would be.Business Response
Date: 04/18/2023
April 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: December 9, 2021
To Whom It May Concern:
I 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, once Mr. ******** returns his equipment, Vivint has agreed to cancel his agreement and forgive his loan. Mr. ******** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/10/2023
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 installer came to our house on appointment to install a new system. When she finished installing the system, she explained that monthly payments would be facilitated by Fortiva Retail Credit Line. I asked what the monthly charges were and she explained that they would be 54 dollars a month, with no interest, until the entirety of the 3k bill was paid off over the life of the contract. I asked her multiple times to explain it and she said Vivint uses Fortiva and thats how I will pay it off. I signed up for a Fortiva Retail credit line and started paying.
Two months later I noticed that I am paying BOTH Fortiva and Vivint monthly fees. I reached out to customer service to determine why and ended up speaking to five different representatives for over an hour to get the answers to my questions. During one exchange, a representative said that there was video recording of me agreeing to the payment. I asked for a copy of this video and was sent to a different rep, who then sent me to a different rep, who then put me on hold to go speak to another rep to determine where this video was.
The video was finally located after an hour on the phone and sent to me, but I cannot actually view it. For this trouble, the customer service team agreed to give two separate credits of 25 dollars and 15 dollars, separately.Business Response
Date: 04/17/2023
April 17, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: February 4, 2023
To Whom It May Concern:
I 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 provide 3-month recurring credit in the amount of $31.47 as originally
requested on April 10, 2023, and reduce the monthly monitoring service fee by
$10.00 for the remainder of the monitoring service agreement. Mr. ***** may
contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:04/10/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Signed up for service last year (September 2022) **************** on October 2022 and was suppose to get a refund in 30 days. I was charged again after canceling and a technician came to collect the equipment. I am owed a total of $600 dollars and have yet to be refunded. I have taken up 12 hours of being on the phone and calling non stop. They always said it will be escalated and they will take care of it immediately but this is False. We are now going on 6 months waiting and nothing has been resolved.Business Response
Date: 04/13/2023
April 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19918934
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: December 10, 2015
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 provide a refund of $672.78 via credit card which will arrive in up to 5 business days. ************************ 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:04/10/2023
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.
Since I joined Vivant I have been given a senior discount.$37 per month year in and year our. Last months **** was $57.14 I called about the discrepancy and was told they give me a one time $20 courtesy off my bill but that I would have to agree to a three-year contract to get an additional $15 off. Ive never heard of this and I feel that Im being taken advantage of as a senior your assistance is greatly appreciated.Business Response
Date: 04/13/2023
4/13/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19918721
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 12/29/2019
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ explains that her payment was lowered to $37.00 per month, however, it was recently increased to $56.00 per month.
At this time, Vivint has agreed to lower her monthly payment back down to $37.00 per month.
Vivints records show that in May 2021,************** monthly payment was lowered to $37.00 and was recently increased back up to $56.00. 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 Legal
Tell ** why here...Customer Answer
Date: 04/13/2023
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:04/10/2023
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.
When I started the vivint alarm service in 2019 I was told that there would be no contract when I spoke to the company and they said that once the equipment is paid off I could stop payment. I paid off the equipment today. Now they said that the alarm was under contract and I owe 10 months. I called in October 2022 and was told by one of their customer reps ******* that the account was fine and I wouldn't be charged anymore. I found out I was still being charge called the company today and paid it off the equipment, and I am still told I have to pay 10 months more. When I called to get my alarm serviced in 2019 and they had to upgrade it I was specifically told I did not have to be under contract. I told them I didn't want a contract because I knew I was going to be selling the house the year before I retired; and I did. I retire this year and sold the house last year in September.Business Response
Date: 04/13/2023
April 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19918673
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: February 25, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** via phone to resolve her concerns. ****************** and ************************* 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: 05/03/2023
I spoke with **** last month she told me to send an email requesting cancellation and that vivint would cancel the contract that they assured me I wouldn't have. I did as she said but me and my husband are still getting harassing calls for payment. I just wa t them to leave me alone and abide by the verbal agreement they made with me when the system was purchased.Business Response
Date: 05/09/2023
May 9, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19918673
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: February 25, 2019
To Whom It May ***************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivints record indicates that the contract was signed by ************************* and his verbal or written letter of cancellation is required to close the account.
****************** and ************************* 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:04/10/2023
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 canceled my subscription with Vivint first of August 2022. I paid off the equipment. They kept billing my credit card and I would dispute the charges every month which was taken off my bill. The credit card said there was nothing they could do, so it continued until I got tired of calling the credit card disputing it every month and canceled my credit card. Vivint kept calling and said I owed them $111.07 and I explained I canceled it in August but the kept calling and said I still owed it. To I’m got a bill in the mail for $169.47. I retired in July and said this was the reason I was no longer using their service. I am so tired of dealing with this company and want them to stop harassing me.
***** ****Business Response
Date: 04/17/2023
April 17, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: March 31, 2018
To Whom It May Concern:
I have reviewed the information provided
by Ms. **** and
appreciate the opportunity to respond.
In her complaint, Ms. **** states that cancelled her monitoring service
in August 2022, and paid off the equipment. Ms. **** states that she is still being charged for an account that
should be cancelled. Ms. **** desires no
further contact from Vivint.
A Vivint representative has attempted to reach out to Ms. ****
regarding this matter via email. After
reviewing the account, Vivint agrees to cancel the remainder of the monitoring service
agreement effective January 1, 2023, as the proper cancellation process was not
followed. Vivint also agrees to waive all past due amounts, however, no refund
is warranted.
Vivint’s records indicate that Ms. **** signed a Purchase and Services
Agreement (“Agreement”) on March 31, 2018. Ms. **** called Vivint August 15, 2022, due to the service being too
expensive. Ms. **** inquired about what
was still owed on the equipment. January
18, 2023, Ms. **** called, she said that she cancelled the account in August
2022, and was given a cancellation fee of $52.17. Vivint did not receive any cancellation fee
payment. March 3, 2023, Ms. **** called
regarding the account, stating that it should be cancelled, however, Ms. ****
never sent in a written notice of cancellation. March 14, 2023, Vivint did received Ms. ****’s written notice of cancellation.
To resolve that matter, Vivint agrees to the resolution as stated above. Ms. **** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint Legal
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