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
- 8,090 total complaints in the last 3 years.
- 2,836 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:03/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had a Vivint security system installed around September 2019. I moved in August 2022 and opted to transfer my Vivint account/ service to my new address. Once the account was transferred, I no longer had monitoring capability at the former home. The house was not sold yet and was sitting vacant. Thus, I called Vivint and set up a month to month account for monitoring services. I payed an upfront fee and then a monthly fee of $42.39. Our house sold in November 2022. I immediately contacted Vivint and cancelled service on the month to month account. It's 4 months later and I just submitted my 4th credit card dispute claim to my bank. I still get charged $42.39 a month. I have called and emailed Vivint 500 million times about this. I've been on the phone with them for over an hour and still no resolution. I still have full monitoring capability in a house that I no longer live in. Vivint called me earlier this year when the alarm was triggered in my old home. I guess *************** was playing with the panel. Nonetheless, this is ridiculous!!! How hard is it to both terminate service and my monthly autopay?!?!?! Please help. Thank you.
Business Response
Date: 04/04/2023
April 4, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19864841
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: August 12, 2022
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ************ explains that he moved in august 2022 and opted to transfer his services. He further explains that following the transfer of services, he no longer had access to his old home. He further explains that he is still being charged $42.39 per month.
A legal representative from Vivint has attempted to contact ************ via email and phone to resolve his concerns.
Vivints records show that ************ signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $36.47, and total equipment fee of $3,197.98 that was financed, plus applicable taxes during that term.
Vivints record indicates that on August 23, 2023, services were transferred from ************** previous home to his current home. Vivints records also show that ************ is being charged $38.62 for his services. ************ may contact ********************************** / ************) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/06/2023
Complaint: 19864841
I am rejecting this response because:Whoever responded to my complaint clearly did not read it! This complaint is about a Vivint account on my former home (409 Woodcrest Dr). The Vivint response solely speaks on my Vivint account at my current residence (**** Rampart Dr). I have no problems with my **** Rampart account so please don't reference it again. I'll say this AGAIN. I moved. I opted to transfer my Vivint account to my new residence. After the transfer, I no longer had monitoring capability on a vacant house that had yet to be sold. Vivint equipment was already in place so I called and started a month to month account on the soon to be sold house (409 Woodcrest Dr). Attached are (2) screenshots of my bank account. One screenshot shows all Vivint payments since I moved. The other screenshot shows all transactions of the amount $42.39 to depict my bank reimbursing the $42.39 the last four or five months. Please read with an understanding and resolve this asap. Thank you.
Sincerely,
***********************Business Response
Date: 04/10/2023
April 10, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19864841
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: August 12, 2022
To Whom It May ***************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivints record indicates that ************** former account at **************** is no longer being charged. However, Vivint is currently investigating the ongoing charges of $42.39 with the information provided.
************ may contact ********************************** / ************) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Went ahead got the service as it was "state of the art". System never worked from day one. Tried to cancel withing the 30 days I was told and come to find out it was 3 days. More lies! Went ahead and troubleshoot the system over the phone with a tech as they wanted to charge $99 to send a tech out to fix their equipment that had never worked. System worked 3 hours and it was back to square one. On my way out the house on my way to work at 5am, the smoke alarm went off, the pad was froze and I couldn't turn it off. Dogs are going crazy and my kids and wife are trying to get out of the house thinking it was an actual fire. In the mist of all the panic, I ripped the panel off the wall which make me cut my fingers. All this went down with not a call from the 24 hours monitoring service. Just another piece of mind to have. Needless to say, i dont feel safe having the system. I rather nit have it as i feel safer without it. I have no more fight left. I want this system gone and vivint to be on my rearview mirror!Business Response
Date: 04/04/2023
4/4/2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19864683
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 12/16/2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond. In his complaint, ************* explains that he is dissatisfied with his equipment and service. ************* requests cancellation and a full refund.
At this time, Vivint is willing to cancel and refund Mr. ****** account upon receipt of the equipment. A representative from Vivint has contacted ************** via email to schedule a system removal appointment.
Vivints records indicate that prior to the installation of any equipment, ************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ************** completed the required Pre-Installation Survey on December 16, 2022.
During the recorded Pre-Installation Survey, ************** represented that he understood and agreed to the initial term of 60 months. He also represented that he would pay a monthly services fee of $61.47,plus any applicable taxes, during that term. Further, ************** represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. ****** representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
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:03/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This business collects payments and give horrible service. I have call numerous times that our cameras are not working. I refuse make payments due to poor communication and service that we have received. I am not happy about the service and how disconnected my service after told them cameras and systems are not working properly Im requesting refund and the Ceo to contact me thanksBusiness Response
Date: 04/03/2023
April 3, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* **********
Vivint Account #: *******
Date of Agreement: April 23, 2020
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 Vivint collects payments and provides a horrible service. She states that her cameras are not working and that she has called several times to resolve this. Ms. ********** desires to be contacted by Vivint.
A Vivint representative has attempted to contact Ms. ********** via email in efforts to resolve this matter. Vivint offers to remove the account from collections and to waive the remaining equipment line of credit balance at no fees or penalties to Ms. **********. The account will remain closed.
Vivint’s records indicate that Ms. ********** signed a Purchase and Service Agreement (“Agreement”) on April 23, 2020. Records indicate that May 4, 2020 Ms. ********** reported the outdoor camera being offline, notes show that this was resolved with troubleshooting on the phone. December 10, 2020 Ms. ********** reported the cameras not recording clips, a technician was sent. September 21, 2021 records show that Ms. ********** reported the cameras being frozen in the app, Ms. ********** was not home and would call back. September 26, 2021 Ms. ********** reported not being able to view the cameras in the app, she had just changed internet service providers and the information needed to be updated in the system. January 23, 2023 reported the cameras not working, a technician was sent. Records show that the account was written off for non-payment on January 27, 2023. March 28, 2023 Ms. ********** requested the account be reinstated.
With the information listed Vivint offers the above resolution. Ms. ********** 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:03/28/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On December 7, 2022 A salesman (Talon) from Vivint came through **********, ****** offering security systems. I signed up to have them install a system at my home. I was shown how it worked and the area it would cover, I was given 30 days to cancel if it didn't work. I signed a contract for the service and with Fortiva to finance the equipment.It did not cover the area that they said it would, therefore was of no use to me.On December 27, 2022 I spoke to *****, and she told me it was working, it wasn't, I told her if it wasn't going to work the way I was told it would then I didn't want it. I called again January 9, 2023 and spoke to ****, again I explained that the system did not work, i.e. it did not cover the area I needed to cover. I told her I did not want the system if it did not cover the area I needed to cover. said she would send a technician out, I told her I had 30 days to cancel and she assured me that was not a problem as I had already tried to resolve the issue on 12/27/2022. On February 7, 2023 a technician, ******, came out and agreed the system was not working the way I wanted it to and never would. She prepared a Notice of Cancellation for and said someone would come collect the equipment.Today, March 28, 2023, I called again as I was still having money withdrawn from my account for this service and there had been no follow up. I was told by ***** that I hadn't spoken to the proper department and only spoke to technicians and my time to cancel had expired. I asked to speak to her supervisor, and she connected me to *******. I was told she would send a technician out and I had to pay the equipment contract of $3006.68 to have the equipment picked up and cancel my contract. I told her I did not want another technician, I wanted the equipment picked up and my contract cancelled. She couldn't do that. I asked to speak to her supervisor, she couldn't locate one.I have literally spent hours the phone trying to get this issue resolved.Business Response
Date: 04/03/2023
April 3, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19863784
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 8, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional to remove the equipment from the home. Once the equipment has been removed Vivint agrees to provide full cancellation of the monitoring service contract, fully cancel the equipment line of credit with Fortiva, and refund all payments made to Vivint. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely, however, I would like to keep this case open as Vivint cannot pick up their equipment until April 27th.
*************************Initial Complaint
Date:03/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to cancel my Vivint service for a month now and it seems I keep running into issues. I moved out of my previous home on 2/28/23 as that was our close date. Since that date I no longer needed the Vivint service. I've called several times to get this service cancelled and the first time I called on 3/10 I was told that it'd be better to suspend my service. So I did in the event I would come back. I then got charged last week for the monthly monitoring fee and I requested a refund. Since I first called up until last week I spent over 2 hours on the phone with Vivint customer service just trying to get a refund in which I was told I would get it. I called last week a 2nd time to say I just want to cancel my service completely. I no longer live at the previous address and want to completely disconnect and no longer be charged for this. I still get emails on the house about the alarm status and I asked them to remove me from those but nobody h as done anything. I just received an email a few days ago that my refund could not be processed. I've spoken with close to a dozen different people to try and get this resolved from day 1. I will no longer be able to sit on the phone for another long period of time to get this resolved. This needs to be rectified once and for all.Business Response
Date: 04/03/2023
April 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19862374
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 22, 2022
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In his complaint, ****************** explains that he has been trying to cancel his Vivint service for a month and has been running into issues. ****************** desires a refund as promised and the cancellation of his Vivint system.
A legal representative from Vivint has recently contacted ****************** via email and phone to resolve his concerns. Vivints record indicates that on March 30, 2023 a refund in the amount of $30.00 was processed to his checking account ending in ****. In addition, Mr. ******** account is being processed for cancellation.
****************** may contact ********************************** / ************) directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My purchased agreement dated 11/15/22 with Vivint
Previously I had no issues until today
3/27/23 - I CANNOT OPEN MY FRONT DOOR FROM INSIDE NOR OUTSIDE WITH CODE AND KEY. I've tried everything to twist the lock from inside it won't twist to unlock the door. Tried to unlock from the App it make sounds but not opening the door, Tried the key it still won't open,
I rebooted the system, Used my key still nothing is working. Called the service number the person had me on the phone over an hour. Trying everything as if I was the technician. I asked for a Service person to come look at it. She stated they only replace the system which will cost me $179 plus pay for a warranty. Since my warranty had expired, I very seldom even used my front door and now I'm stuck inside and I can't get out from the inside or in from the outside. Unless I use my garage door. Or purchase a new system. This is not right especially if the backup Key is not even working. I need a service technician to replace with a new system for free if cannot be fixed or Cancel my contract agreement. And remove the system off my door. THIS IS A FIRE HAZARD!!!!!Business Response
Date: 04/03/2023
April 3, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *******
Vivint Account #:*******
Date of Agreement: November 16, 2022
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, Mr. ******* has confirmed that the door lock issues have been resolved. Vivint agrees to replace the door lock free of charge if Mr. ******* continues to have issues with the device. 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:03/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is a complaint concerning that a cancellation that was originally called in October 8 of 2022. They sent an email verifying the cancellation that was returned now theyre saying they did not receive that email. They have been charging us since October up till now and it is now March 27, were still getting billed. They say they will not refund any of the charges because they did not receive the cancellation email and that I must prove that I sent it. I did send it. I guess *** cleared my emails out at the first of the year so now Im out Almost $400 for hundreds sick for such $450 about that and they did will not refund anything and now theyre saying I called as I was originally called back again March 13 or 17th. I cant remember what they said, and theyre saying now that thats the date itll be 30 days from that before they leave and cancel Now so theyre still taking money. We moved in September end of September and October so theyve been charging us for something for ******. They stole money from me. *** tried to go over them and talk to them and they say theres nothing they can do all they can do is they will not refund any of that money so I need to take this to the Better Business Bureau and put the word out that this company Does business like this Ive spoke to them twice on this occasion today, March 27 and then again earlier in the month of two weeks ago. They told me two weeks ago that they would send me an email and reply. Ive never received an email from them I would like some kind I would like somebody to , let me know why they think its fair to steal money from somebody. Thank you.Business Response
Date: 03/31/2023
March 31, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19858375
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: May 27, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancellation of the account effective November 8, 2022 and to provide a refund of any payments made to Vivint from that date forward. **************** 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:03/27/2023
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.
After filling out paperwork and doing my part on a Takeover of my Vivent home security equipment and cancellation they are still charging me and as of today stolen ****** from my bank account. The new homeowners took over the equipment fees when they moved in and Vivint has been double-charging for the same address. This is total fraud. Claiming something must have gone wrong and yet since February they have not resolved anything and we had to block our bank cut from them stealing more money. Despite being told on 2/22/23 that they cancelled my acct and reassured on 3/15/23 it was being cancelled they still tried to take money from our acct. They are saying they will not refund the money that has been stolen!Business Response
Date: 04/03/2023
April 3, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19856641
Complainant: ***** Myer
Vivint Account #: *******
Date of Agreement: 6/20/18
To Whom It May *********************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************ and a resolution has been agreed upon. At this time, Vivint has agreed to cancel her service and provide a refund for all payment made after 9/20/22. Ms. ************* 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:03/27/2023
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.
Monday, March 20th two Vivint employees showed up at our door. We signed up and was told we need installed ASAP, I said my time is limited. they stated 2-3 hours install it took over 12 hours and still didn't work. Next, they were replacing current ADT system item for item, I was quoted a certain price and in the end I had $300 more taken out of my account and $2500 more for equipment that I did not agree too. I agreed to a certain price and it was more. You have 3 business days to cancel and I cancelled on last business day which it should be longer because my system still was not operating correctly. I was supposed to get my almost $900 refund back same day and as of today 3/27 I have yet to see my refund. Called many times and get transferred about ***** times. I don't trust this company that can change the amount to have deducted. This is not correct and what they are doing to their customers. I have copies of my contract and what I agreed to pay.Business Response
Date: 03/31/2023
March 31, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19635129
Complainant:*************************
Vivint Account #: *******
Date of Agreement: March 22, 2023
To Whom It May ***************** have reviewed the information provided by Ms. ******************* and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve his concerns.Vivints record indicates that Ms. ******** account was cancelled on March 30,2023 with a full refund of all payment taken. ****************** would receive her refund via check within 5-7 business days.
****************** 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:03/27/2023
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 our subscription in November 22. Vivint was unable to our home security system working correctly after several attempts. They made us pay a charge for cancelation and go through a lengthy process of calls, and email to cancel. I noticed on my bank statement that Vivint had withdrawn the monthly subscription fee. After looking back at the account, they applied the cancelation charge to the account and was using that to pay for the Dec, Jan, and Feb payments.
I have the email of Notice of Cancellation that I sent, and their confirmation of receipt dated November 30th.
Their online system does not allow the auto pay to be removed.Business Response
Date: 03/29/2023
March 29, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ****
Vivint Account #: *******
Date of Agreement: May 10, 2018
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 backdate the cancellation to November 30, 2022 and
provide a refund of any payments made from that date forward. 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 Legal
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