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
- 8,098 total complaints in the last 3 years.
- 2,838 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:03/19/2023
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 was referred to vivint by a neighbor and the representative said we could try it for 90 days for free to see if we liked it. I had to call every month to get them to honor the promotion because they kept charging me. After the 90 days we were not satisfied with the equipment and I called to cancel. The camera failed to catch anything on two separate occasions. One when our car was broken into and another when someone broke into our backyard. It also recorded things like stray cats for up to a minute but an actual person on our porch at 2am only recorded for 18 seconds. The rep I talked to referred me to a supervisor and the supervisor told me I was under contract for 60 months and would be responsible for the full balance if I canceled. I have not been able to keep up on the payments as my hours were cut. The times I have called to ask again about canceling I was again told that I couldn't. I'm paying a separate company for the equipment so they wouldn't have to collect anything from me. I will pay the past due balance but I want out of my contract.
Business Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19620835
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 3, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that the representative told them they could have a ninety (90) day free trial. She states she had to contact Vivint every month to get Vivint to honor the offered promotion. **************** states that after ninety (90) days she was not satisfied with the equipment and that she called to cancel. She states that her camera failed to capture two (2) separate break ins on her property. **************** states she was told that if she cancelled she would be responsible for paying the full remaining balance. **************** desires a billing adjustment.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and its associated fees without penalty. However, **************** will remain responsible for paying for the remaining equipment line of credit balance with Fortiva.
Vivints records indicate that **************** signed a Purchase and Services Agreement on May 3, 2022. Records indicate that **************** contacted Vivint on June 7, 2022 , July 29, 2022, and August 29, 2022 reporting that she was supposed to have a free three (3) month trial. Records indicate that November 14, 2022 **************** requested cancellation of the account.
With the listed information Vivint offers cancellation of the remaining monitoring contract without penalty. **************** 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: 03/25/2023
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:03/17/2023
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 called on 1/20/2023 to cancel and they said I had to email to cancel- that is when I found out it was 30 days after I notified them via email of the cancellation. But they said they never received the email. I called back in February to get an update and that’s when they said they didn’t receive the email of a cancellation and asked me to forward the email I sent and the auto email i received back. I called back again around March 8 and then the 14th. I spoke to a supervisor telling them I am not waiting another 30 days because I did my part in emailing and calling to cancel and we shouldn’t be charged. He said he will reverse that now. We still got charged and when I called today 3/16/23 they said the supervisor put it as a credit to our account instead of NOT charging us the bill! I’m still waiting on confirmation on the cancellation- which the supervisor should be calling me on tues 3/21 to update me. I do not trust a word they say - I also asked them to remove our automated payment. But it still gets taken out monthlyBusiness Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: March 15, 2016
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 provided cancellation
of the account and a refund of $335.14. 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: 03/22/2023
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:03/17/2023
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.
Account opened June 8,2020 was told I was going to pay a certain amount ($1200) for 2 cameras and one door camera with a contact of 2 years. Always had issues with the equipment and called Vivint on numerous occasions. I cancelled the service on February 21,2023 and the sent me the cancellation letter and now they sent my account to the credit bureau. I have messages from other people in the neighborhood that have the same complaints. That company lies about the amount being charged and then after you sign the add a total different amountBusiness Response
Date: 03/24/2023
March 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19617134
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: June 6, 2020
To Whom It May *********************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he cancelled his service on 2/21/23 and that he has now been sent to collections.
Vivint offers to cancel Mr. ****** service without the required equipment payoff confirmation and Vivint will waive the early termination fee. He will remain responsible for his loan but will have no further obligation to Vivint.
Vivints records indicate that ************** entered into a 60-month Purchase and Service Agreement (Agreement) with Vivint on 6/6/20. The Agreement states that to cancel early, the equipment must be paid off and an early termination fee must be paid, prior to cancelling the account. Vivints records indicate that ************** called to cancel his service and submitted a written notice of cancellation on 2/21/23. Vivints records indicate that ************** was asked for the equipment confirmation from ******* and ************** did not have it nor did he wish to speak with Fortiva again. He was given instructions on how to submit the confirmation once he has it. Vivints records indicate that the equipment payoff confirmation has not been submitted.
A representative from Vivint has reached out to ************** via phone call and email in an effort to resolve this matter. Vivint has agreed to the above resolution and ************** may contact Vivints representative directly with 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:03/17/2023
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 submitted my VIVINT account for cancellation in November 2022. After confirmation VIVINT immediately charged me the exorbitant early cancellation fees however failed to actually cancel my account and continued charging my credit card in addition to those charges without providing any service. Since than I have contacted them every one to two weeks and have received conflicting information as to whether my account has been cancelled and every time been assured that my refund will be processed in the next 3-5 business days. This is now going on 4 months and still does not appear any closer to resolution. In addition to the hours, I've spent on the phone with them every time the call is completed the company spams my email with advertisements for their various services and discounts. The bare minimum resolution required from VIVINT is confirmation my account is cancelled, a refund of the money they took from me, and no further contact from them in the form of emails or phone calls concerning services and discounts.Business Response
Date: 03/24/2023
March 24, 2023
Better Business Bureau of ****
**** W ***********************************************************;
RE: Consumer Complaint Case #: 19615374
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: April 29, 2018
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In his complaint, ******************** states that he cancelled his monitoring service contract in November 2022, after paying an early termination fee. ******************** states that he continues to be charged after the cancellation. ******************* desires to be refund and not to be contacted by Vivint.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, Vivint has cancelled the monitoring service contract and provided a refund in the amount of $64.00 on March 20, 2023, via the original payment method. No further refund is warranted.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on April 29, 2018. ******************** called Vivint to cancel his Agreement due to moving. He also made a payment to buyout the Agreement as well as emailed his notice of cancellation. ******************** called Vivint several times in February 2023, regarding his cancellation. March 6, 2023, ******************** called Vivint saying he cancelled his Agreement in November 2022, made the buyout payment, and was informed he would be receiving a refund in the amount of $63.94. March 20, 2023,Vivint processed a refund in the amount of $64.00 back to the original payment method.
To resolve this matter, Vivint has provided the resolutions as mentioned 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:03/16/2023
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 fir approximately 10 years and then I mived and canceled the service. The charges stopped and tgrn started again a few months later. When I came to ask I was told it would be fixed and my money refunded. I then saw another charge so I contacted them and was told I had canceled at the time of my call to find out why I was charged again. They said I emailed them to cancel on that day. Which I never emailed them. I was told that since I did not cancel until February they would not refund the charges. I explained that I canceled in October not February they said yes but i did not email them until February. Had I been told in October to send an email I would have. I did not and it was canceled and then they just started charging me again in January. They insist I did not cancel until February but my bank records show they stopped charging me then stated again. I was with this company for a very long time and for them to not be making this right after they have made thousands of dollars from me? I want my money returned and an apology.Business Response
Date: 03/23/2023
March 23, 2023
Better Business Bureau of ****
**** W ******************************************************
RE: Consumer Complaint Case #: 19612498
Complainant: Yountina Ambis
Vivint Account #: *******
Date of Agreement: April 21, 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 refund the amount of $159.65 back to the original payment method for payments made December 2022, forward. This refund is in addition to the refund already made March 22, 2023, in the amount of $40.31. ************** 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: 03/23/2023
Better Business Bureau:thank you so very much!!!!!!!!!!
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Yountina AmbisInitial Complaint
Date:03/16/2023
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.
January 26-27,2023 a marketing person came to my home offering me a upgrade $19.99 additional a month for equipment, he introduced himself as Audi,(like the car he says) I had explained to him that I was with ADT and I was interested in upgrading, he kept trying to get inside my home stating it was cold out, after a while outside we spoke about it and I told him let me sleep on it and I'll be reaching out to him if he's in the area the following day, he agreed. The following day, we went over the Upgraded ADT equipment he mentioned that I'll have to sign a new contract, I paid close to $76 that day, since I was adding equipment, I agreed. What I didn't know was that this marketer was from VIVINT, AND I had a whole new provider, they kept trying to get me to buyout from ADT, even when I explained to many reps. that I had been with ADT for many years and had no real desire to Cancel their ************ didn't have to buyout ADT for anything so I didn't know what VIVINT was referring to when it comes to "BUY OUT" especially since ADT is more affordable for my fixed income at the moment, after there customer service department was contacted and the details of the event were explained to multiple departments I was transferred to with NO SOLUTION. VIVINT now expects me to pay almost $300 monthly with equipment OR pay nearly $2400 to get out a Fortiva contract immediately.Business Response
Date: 03/23/2023
March 23, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19605588
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: January 26, 2023
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. ****************** 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:03/15/2023
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.
To whom it may concern, In January 2021, my fianc and I purchased a Vivint home security system. It was financed through Fortiva, and a pleasant sales man came out to install it. I was not provided a copy of any paperwork. I called to cancel my service in May 2022 after selling the house and moving into a rental for travel nursing where a hardwired security system was not permitted. At the time of sale and installation, my fianc, and I were told by the salesman, as it appears multiple, others have been, that there was no commitment apart from paying off the full amount of the Fortiva equipment loan should we need to cancel services. Since disconnecting the equipment in May 2022, I was continued to be charged $51 monthly for a service I was not receiving. I attempted to call Vivint to address on multiple occasions, and was continually transferred, without ever successfully being able to cancel service. I eventually called my bank, *********** who suggested canceling the debit card on the account being billed. This caused multiple challenges, as the account was my primary account and attached to many bills, etc.Today I received a call from **** (Badge #*******), who, after being on the phone for more than half an hour could offer me no resolution apart from paying a $900 payoff in order to cancel the account. I provided her with the confirmation of full pay out in May to Fortiva, to which she stated I had not made it clear I was trying to cancel, and wouldve had to pay a fee, then as well. She emailed me a contract with an electronic signature of my name, which I have never seen before. This company is is not only charging for services not provided, but also falsifying contracts which were never agreed upon. I would like my account formally canceled with confirmation, refunded in full for the 10 months of service I was billed without receiving, and I would like all of my information to be removed from the Vivint company.Respectfully, *****************************Business Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19602366
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: January 22, 2021
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ******************** indicates that she was not provided with a copy of her contract and was told at the time of installation that there was no commitment after the Fortiva equipment loan was paid off. She further explains that she sold the home and paid off the equipment but continued to be charged. ******************** desires a full refund for services not received.
To assist, Vivint agrees to cancel Ms. ********* Agreement and waive her past due balance of $120.46.
Vivints records show that ******************** signed an Agreement in which she agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A notice of cancellation was not sent in, however, Vivint will accept this complaint as Ms. ********* notice of cancellation.
Vivint agrees to the above resolution and ******************** has no further obligations to Vivint.
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:03/15/2023
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 called multiple times to resolve issues and receive no help. I pay on time and receive late notices. *** tried to cancel and Im held up by some type of excuse from the company. All I want is to cancel services.Business Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19602315
Complainant: *************************
Vivint Account #: *******
Date of Agreement: March 15, 2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she has called multiple times to resolve her issues and has received no resolution. She states she pays on time and still receives late notices. ************ states she has tried to cancel and Vivint is not helpful. ************ desires cancellation.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and its associated fees without penalty. ************ will remain responsible for the remaining equipment balance if any.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on March 15, 2022. Records indicate May 26, 2022 *********** made a cancellation request due to bad experiences, a technician was offered and accepted. June 3, 2022 ************ made another cancellation request due to the technician not showing for the appointment. Refuse the offer for another appointment. July 5, 2022 ************ requested cancellation due to being unhappy with the service and records show it was refused to pay the buyout. September 16, 2022 reports were made that the equipment was not working. February 1, 2023 ************ reports that the equipment is not working and she is unhappy with the customer service.Records show that she indicated that she would call back on February 15, 2023 to cancel the account or accept the offers that were made. Records indicate March 17, 2023 Vivint received the required Notice of Cancellation to cancel the account.
With the information listed, Vivint offers cancellation of the remaining monitoring contract without penalty. ************ may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:03/15/2023
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.
Our contract is complete and the business is putting up obstacles to terminating our agreement. We have had three attempts to cancel without success. We have one pending as of this date. They sometimes say the account is in my wifes name, *************************, but we have both tried to cancel to no avail.Business Response
Date: 03/22/2023
3/22/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 19601660
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 5/11/2016
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivints records show that ************** signed a System Purchase and Services Agreement (Agreement)on May 11, 2016 which states that service will continue month to month after the initial term of 48 months, unless cancelled in writing no less than 30 days before the next renewal term (Section 2.1). A written notice of cancellation was provided by ************** on March 15, 2023, and his account was invoiced for the last month of service on March 13, 2023. **************** account has been cancelled. ************** has no further obligation to Vivint.
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: 03/25/2023
Complaint: 19601660
We are rejecting this response because:1. The response is condescending and it ignores our repeated attempts to cancel the account.
2. The cancellation process is not a simple email process, as they describe. We talked to multiple online and on-the-phone representatives that tried to obstruct and delay us from cancelling. They provided contradictory and incorrect information. At one point, we were told it was cancelled but it was not.
3. The response doesn't acknowledge any problems in their cancellation process, which leads one to conclude that the process worked as intended or designed. There isn't any suggestion that they might do better.
We need no further arbitration or a response from the business. However, there is a larger issue here that prevents us from simply accepting their dismissive response.
Sincerely,
*************************Initial Complaint
Date:03/15/2023
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.
Moved from ** to CA 5/2022. Vivint assured me they provided service in my area even though I would be in a very rural area of ***********. Took about 3 months to get electrical working as it was in the ***** Fire scar area. Since then installation appointments are rescheduled every time or no showed. It has been almost a year and still no service. Won't cancel contract and not providing services.Business Response
Date: 03/22/2023
March 22, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19601182
Complainant: ********************************
Vivint Account #: *******
Date of Agreement: August 15, 2020
To Whom It May ***************** have reviewed the information provided by ************************************ and appreciate the opportunity to respond.
In his complaint, ********************* explains that he moved to a very rural area in ******************* and was assured that Vivint provided services there. He further explains that it has been almost a year with no services. ********************* desires a refund for the month paid without services and cancellation of his contract if not able to complete installation within 60 days.
A legal representative from Vivint has attempted to contact ********************* via email and phone to resolve his concerns. Vivint is willing to assist ********************* in reinstalling his services at his new residence or cancellation of his account. ********************* 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: 03/13/2024
Moved from ** to CA in May 2022. Was told service would be transferred. Verified that they could provide service at new address because we were moving to a very rural area and off the grid. They confirmed they could. Was directed to take cameras from driveway and backyard with us and to leave doorbell and panel in house and when they installed they would replace the items left behind. I confirmed and phone call was recorded per vivint rep. ** this date we have not had service since and have not received replacement equipment. Many appointments for install have been setup and every single time it is rescheduled or canceled as its over a 2 hour drive from any direction for any of their installation techs. It has been almost 2 years and financed equipment has already been paid off even though I do not have all items. Called again today 3/12/24 to get this canceled and be done with it and only offered 50% off remaining contract. They are NOT providing me a service and have not for almost 2 years. I want it cancelled and want money refunded at this point. They have not kept their part of the contract and never replaced my equipment as agreed. I will be getting an attorney if this is not settled.Business Response
Date: 03/21/2024
March 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19601182
Complainant: ********************************
Vivint Account #: *******
Date of Agreement: August 15, 2020
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 the Vivint account and refund all payments to Vivint since May 2022. Mr. and ********************* may contact Vivints representative directly if they have 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 Legal
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