Business Profile

Security Systems

Vivint Smart Home

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.
2,839 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:03/14/2023
Type:Sales and Advertising Issues
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 Feb. 23rd a Vivint rep came to my house (unsolicited) and made an offer to upgrade my Vivint system. He would install additional equipment, including another camera, updated ring camera, floodlights and a thermostat and would roll the previous loan, which had 36 months left (with a balance of $2,882), into a new 60 month loan for $2,673. His explanation for this wonderful offer was that Vivint had been bought by NRG and they were extending generous offers to their existing customers. After installation I went to my Citizen account, which carry the loans, and I found both the old loan and the new loan. There was no consolidation. My balance was now $5,556. I've called Vivint and have yet to get a resolution. Their only response so far is "We understand." I have also called the sales rep and he has not responded. When talking to the sales rep I was insistent that he confirm that my monthly note would not be greater than what I was already paying and he confirmed that my new monthly payment would be less. My wife was present during this conversation.
Business Response
Date: 03/20/2023
March 20, 2023

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 19595151
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: January 19, 2022

To Whom It May ***************** have reviewed the information provided by Mr. ********************* and appreciate the opportunity to respond.

A legal representative from Vivint has recently contact ****************** via phone to resolve his concerns. ****************** 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 Legal

Customer Answer
Date: 03/20/2023

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:03/14/2023
Type:Service or Repair Issues
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.
We had Vivint Home Security installed in February. It has not worked properly since installation. I have had technicians out twice, and spent hour after hour on the phone and using their chat bot, to no avail. The night before last, the system went off 450 times at the back door, alerting me to "a person lingering." No one was there, but for each alert, I received an email letting me know the system went off. The technician came yesterday and supposedly fixed the problem. Last night it happened again, and I got 400 emails. I called Vivint this morning and asked for a manager to call me back, and they never did. I have been asking them to cancel my account and remove the equipment since the beginning, to no avail. Now they tell me I will have to pay the company that financed the equipment $4,000 if I have the equipment removed. I have cancer, Stage IIIa kidney disease and other problems, and simply can't spend 2-3 hours a day arguing with this company. Please, can you help?
Business Response
Date: 03/21/2023
March 21, 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 Ms. **** ****** and appreciate the opportunity to respond.

In her complaint, Ms. ****** explains that her system has not worked properly since it was installed, and two technicians have been sent to her home. Ms. ****** desires cancellation of her account.

To assist, Vivint agrees to cancel Ms. ******’s Agreement and Citizens line of credit if the equipment is returned.

Vivint’s records show that Ms. ****** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $54.40, a total equipment fee of $4,000 that was financed through Citizens, plus applicable taxes during that term.

Despite the validity of this Agreement, Vivint agrees to the above resolution. Ms. ****** may contact (tari.d**@vivint.com/###-###-####) to schedule a system pull appointment to remove Vivint’s equipment from her home. Following the retrieval of equipment, Vivint will cancel her Agreement and credit the balance owed on equipment loan to Citizens.

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

Customer 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:03/13/2023
Type:Service or Repair Issues
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 have been a customer of ********************** home ********************** for nearly 10 years. My contract has expired and i have decided to cancel my service. The Vivint terms of service published on their "policies" website state "You may terminate Service at any time, with or without cause, upon notice to Vivint." The terms of service do not state that the cancelation must be made in writing. I made my desire to cancel my service multiple time verbally on a recorded line speaking with various customer service representatives. I called Vivint multiple times. As soon as you tell them you are calling to cancel your service they start transferring you around to various individuals and departments. each one promising they will help and then passing you off to someone else. After literally hours on the phone, they tell you that "by law" you need to provide cancelation in writing because "all life saving services require written cancelation". I asked, how do you expect people without access to internet or computers to provide written notice? The employee said "have you ever heard of a library". She went on to insist that Vivint would continue to amass charges against me until i sent them written notice. I believe their business practices of demanding written notice under threat of being perpetually charged constitute an extortion of the consumer and an unfair business practice that discriminates against those in areas without access to services, primarily those in low income areas.
Business Response
Date: 03/20/2023
March 20, 2023

Better Business Bureau of ****
**** W ***********************************************************;

RE:   Consumer Complaint Case #: 19591874
         Complainant: *************************
          Vivint Account #: *******
          Date of Agreement: May 18, 2012

To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

In his complaint, **************** states that he verbally requested to cancel his monitoring service several times. *************** states that he was informed that by law the request to cancel needs to be made in writing because all life saving services require a written notice of cancellation. **************** states that he does not agree with the cancellation process. MR./MS. desires to have the monitoring service cancelled with no further obligation to Vivint.

A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, Vivint agrees to cancel the remainder of the monitoring service contract effective March 13, 2023, when the notice of cancellation was received. Once the account is cancelled,**************** will have no further obligation to Vivint.

Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 18, 2012. **************** contacted Vivint on November 12, 2022,to see if he was still in contract, he was informed his account would go month-to-month on March 5, 2023. *************** called on March 7, 2023, to cancel the monitoring service. She was informed the cancellation request would need to come from **************** as he is the contract signer. March 10, 2023, **************** called to cancel the Agreement due to equipment issues. March 13, 2023, **************** called to cancel the Agreement due to poor service, he was advised he would need to send in a written notice of cancellation. Vivint received the notice of cancellation on March 13, 2023.

To resolve this matter, Vivint agrees to the resolution as stated above. **************** may contact Vivints representative with any questions or concerns he may have.

If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Customer Answer
Date: 03/20/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. Although I find the content of their response to be less than factually anccurate, the ultimate goal of canceling the service was accomplished. I find that this resolution is satisfactory to me.
As a consumer, I believe further action should be taken to ensure they Vivint does not abuse or extort consumers in the future by demanding a written cancelation request when the service is out of the contract period.

Sincerely,

*************************
Initial Complaint
Date:03/13/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 1st I called the business to request cancellation of services. I was informed that I had been locked into a 5 year plan in 2021. I did not recall signing or agreeing to such a contract extension. I then requested a copy of my contract to confirm if I had signed. When receiving the contract, no signature was visible. I then requested a review from the "Contract Verification" to dispute my signing. I was told on that date (3/1) that someone would be reaching out to me in the next 2-3 business days. 2 weeks later and no resolution. I've tried calling today (3/13) twice now and have been rerouted both times to a dead extension line. I would like my services cancelled.
Business Response
Date: 03/20/2023
March 20, 2023

Better Business Bureau of ****
**** W ******************************************************

RE:    Consumer Complaint Case #: 19591731
           Complainant: *************************
           Vivint Account #: *******
           Date of Agreement: July 11, 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 cancellation of the remaining monitoring contract without penalty effective March 1, 2023. **************** 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 Legal
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
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 was signed up for a home security system with vivint. They never explained the terms on the contract just the loan contract, making it seem like I could cancel at any time. This was not the case. I paid off my loan for the equipment and paid off the few months of the monthly reoccuring subscription and was told my cancellation was being processed. Now three months later I was charged again. They never even set up my equipment when I moved over a year ago. The wqhole thing feels like a scam. I call in to cancel and was transfered to 15 different people on three different occations trying to get this resolved. They have done the same thing to my bosses at ************ even.
Business Response
Date: 03/21/2023
March 21, 2023

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE:    Consumer Complaint Case #: 19591660
           Complainant: Sayde Michener
           Vivint Account #: ******
           Date of Agreement: July 12, 2018

To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.

A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivint agrees to cancel her service and provide a refund for any overpayment from 11/16/22 forward. ******************** may contact Vivints representative directly with 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
Initial Complaint
Date:03/13/2023
Type:Billing Issues
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 am writing a complaint on the billing praactices and customer service practices of ********************************************* Service I did a month to month service with them, first of all, I had to buy my equipment not finance it so I had no contract. My initial bills were higher until I paid off equipment. Then my payments were reduced to $50.00 a month. I was renting a home at **** ************* **********, ** ***** at the time, I joined Vivint as a promotional offer through **************************** I moved from the residence due to Covid-19 hardships and and auto accident i was in. The landlord decided not to renew the lease, so I had to move out before Aug 2022 Once I received the notice I made all necessary arrangements to move out and end accounts associated with the property. I contacted Vivint customer service at ************ and spoke with ***** or (Moony it sounded like) and advised him that I needed to close out my services at my residence by Aug due to relocation, I advised him I did not have any need for the service because I did not know when I would get to buy my new home. I did not want to tell my personal business that beyond that explanation. He offered me to extend it but I told him I would not have any need for it and I did not knkow when, but I would call back when I needed service because I liked the service and I paid for my equipment and I never got to use my doorcamera part. He was nice and advised me he too care of closing out my service and feel free to call back to restart it when I needed it. I then called back and spoke with. Then I called back, another representative ******** verified that I had a zero balance and my account had been closed, Then I happened to loo at my bank account because I had some calls from other bills that I pay on auto-pay rejected and I had no reason why they would not have their money, for iinstance my son's Homeschool program, I pay monthly. I saw where Vivint took $173.89 from my account. I immediately called.
Business Response
Date: 03/20/2023
3/20/2023

Better Business Bureau of ****
**** ********
**************, **** 84129

RE:    Consumer Complaint Case #: 19591117
           Complainant: ***************************
           Vivint Account #:*******
           Date of Agreement: 12/8/2020

To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

In her complaint, **************** explains that she previously requested cancellation,however, her account continued to be charged.

To assist ****************, Vivint has agreed to cancel her account and refund her last payment of $173.89. **************** 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 Legal

Customer Answer
Date: 03/24/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am not happy with the fact that I had to go to this level of stress to get a response to my complaint. Vivint should not be slamming anyone's bank account to get payments for a closed account without talking to them. I had built a confidence in the service I had with Vivint during my time of service but seven months after I terminated my service my account was deducted for three months worth of service I had not used. They could see that I had not called into create a new account to restart service, so I believe that there may be other people who may not be aware of their bank accounts being slammed by this type of action. It needs to stop. I am ashamed to know that this type of action exists today when you trust a business with your personal information and abuse your trust. I called in to them in a timely manner before I had to move from my residence and ended the account. No business has the right to use your personal account for their gain and cause you to lose, my bank account went into a negative status and i incurred NSF fees and late payment charges to several accounts. In this economy it has to be communicated clearly the intent of the company with the client how they intend to handle their specific accounts. I did not qualify for a contract so I had to purchase my equipment and go on a month to month to account, which was acceptable to me. Great customer service is key to success with maintaining customers.
I do appreciate them returning my money they stole but i am still left dealing with the lose of funds for accounts I would not have defaulted on ad my debt to income ratio at that time caused me to be denied from being accept at a new location to move to. I was devastated by this inconsiderate choice of Vivint's to slam my bank account. It threw me into an even more horrible hardship. Thank you BBB for following through with your service to help rectify my complaint. You got a response when they would not respond to me. Thank you so much for being an advocate for helpless consumers. You brought me some joy by giving me your guidelines and options to respond. Your service is greatly appreciated.

Sincerely,

***************************
Initial Complaint
Date:03/13/2023
Type:Billing Issues
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 Dec 5, 2022 I called Vivint Inc and order the home security service advertised on television. I asked the representative for the system installed by their tech although they sent me the DIY version at first,
Well I was told the equipment was going to paid for in three $100 payments starting in December and ending in February. Well the very next day on December 6th my debit card was charged $151.47 instead of $100. There was a trial period attached to this offer, so monthly payments were not due to start until a few months later.
So once I had a chance to reconcile my checking account records I realized that I was overcharged $51.47. So I called them and talked to Maria M******* and she sent me a breakdown of how they view my plan, I am still listed as a DIY customer and instead of the original $100 I was quoted in the ordering phase, my next payments were now listed as;
Dec- $151.47 already payed
Jan- $117.47
Feb- $136.99
Mar-Dec- $49.99-$15 (discount)= $34.99 for the service.
Well in January instead of the original $100, or the adjusted $117.47 listed above, Vivint charged my debit card $338.46 WITHOUT NOTICIFICATION of this additional cost to me. So I had to go to my credit union and get another debit card because there was no way to stop payment on the card. Honestly what kind of business is this that doesn't keep their word concerning their original and adjusted offer. Those two debits alone are well over the price of the equipment. Why did they overcharge me? I called them after I saw the debit AND IMMEDIATELY asked them to cancel my service and come get their equipment. The representative said he would refund the money back to me via a check that usually takes 7 days. It is now over 2 months later no one has contacted me about my refund. This leads me to today inwhich a representative called concerning nonpayment after I clearly stated I want to end the contract and conveniently after the trial period is expired. A full refund and come get this equipment
Business Response
Date: 03/20/2023
3/20/2023

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint
Case #: ********
           Complainant: **** ******
           Vivint Account #:
*******
           Date of
Agreement: 12/5/2022

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 she’s been overcharged for her services
and equipment. Ms. ****** requests cancellation and a refund.

At
this time, Vivint has agreed to cancel and refund Ms. ******’s account.

However,
it should be noted that Vivint’s records show Ms. ******’s account has been
charged the correct amount. It is understood that Ms. ****** has been informed
she would be charged less, as such, Vivint agrees to the resolution above.

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

Customer 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. If its a full refund and when they coming to pick up their equipment. The other matter is that Vivint does not have access to my checking account nor debit card. So the refund would have to be mailed to me in the form of a check. Other than that I really appreciate the speedy response.

Sincerely,
**** ******
Customer Answer
Date: 04/07/2023
Today is April 6th, and according to the resolution notice, I should have received my refund and information concerning where to send all of their equipment and I haven't received either one. Can you tell me what is my next step? Once again I am told information with a promise of action, but it seems like Vivint isn't doing anything to resolve this matter. So this case is not closed or satisfied.
Business Response
Date: 04/10/2023
4/10/2023

Better Business Bureau of ****
**** ********
**************, **** 84129

RE:    Consumer Complaint Case #: 19590904
           Complainant: *********************
           Vivint Account #:*******
           Date of Agreement: 12/5/2022

To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

A representative from Vivint has contacted **************** via email again. **************** will receive her refund as a check within 7 business days.

If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Customer Answer
Date: 04/11/2023

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:03/13/2023
Type:Order Issues
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 house been torn down since July 2018. NO ELECTRIC. I was advised to suspend service, which I did. Then COVID hit and since no house has been built yet. vivint says that I extended my contract but will not show any written proof. Now, they are trying to bill me for past due and buy out of new contract.
Business Response
Date: 03/20/2023
March 20, 2023

Better Business Bureau of ****
**** ********
**************, **** 84129

RE:   Consumer Complaint Case #: 19590182
         Complainant: ***************************
          Vivint Account #: *******
          Date of Agreement: July 19, 2018

To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.

In his complaint, ****************** states that his house has been torn down since July 2018. He states that he was advised to suspend services, which he states he did. ****************** states that due to Covid his house has not yet been built.He states that Vivint told him that he extended his contract but will not provide proof. ****************** states that Vivint is trying to bill him for the past due amount or the buyout of the new contract.   ****************** desires a billing adjustment and correction to a credit report.

A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract without penalty and to waive the past due balance.

Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on July 19, 2018. Records indicate that April 24, 2019 ****************** notified Vivint that the home was being demolished and the account was placed on a two (2) month deferment. August 9, 2019 ****************** notified Vivint that he was moving and requested to extend the deferment for six (6)months. Records show that March 26, 2020 the deferment was extended by five (5)months. April 24, 2021 ****************** requested to extend the deferment by seven (7) months, this deferment was declined since the deferment limit had been maxed out. Records show that February 28, 2022 ****************** made a cancellation request on the account due to not living in the home since 2018. ****************** was educated on the cancellation process, ****************** did pay off Citizens equipment loan. March 6, 2023 ****************** requested cancellation of the account and was educated that he must pay off the remaining monitoring contract to cancel the account.

With the information listed above Vivint offers cancellation of the remaining monitoring contract and past due balance 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 Legal
Initial Complaint
Date:03/13/2023
Type:Order Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Vivint Home Security employs predatory business practices at best. I called to cancel my contract on a property I havent even owned in years that I still was required to make the payments on the contract and equipment. I paid everything off in full and now am being told well in order to fully cancel your contract you must now submit paperwork signed that will be reviewed and until accepted you will continue to be charged on my account. As I stated to the representative I have upheld my end of the contract, paid everything in full confirmed zero balances on all aspects of the contract and still they refuse to allow me out of my contract. I asked where does it state upon being paid in full in the contract do I have some follow on obligation? Follow up after being on the line for 1 hr 20 mins, the representative hung up my call and I was forced to restart this **************** again. DO NOT EVER DO BUSINESS WITH VIVINT IN ANY CAPACITY!
Business Response
Date: 03/20/2023
March 20, 2023

Better Business Bureau of ****
**** ********
**************, **** 84129

RE:   Consumer Complaint Case #:19590152
         Complainant: *************************
          Vivint Account #: *******
          Date of Agreement: May 12, 2018

To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.

In her complaint, ****************** states that she contacted Vivint to cancel her account on a property she has not owned in years. She states that she has paid everything in full and is now being told that she must submit paperwork for the cancellation of the account, and that she will be charged until it is approved. ****************** desires to be contacted by the business.

A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of the account and to waive the thirty (30) day proceeding time.

Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on May 12, 2018. Records indicate that October 21, 2020 ****************** made a cancellation request due to equipment issues and was educated that she must pay off the equipment with Citizens to cancel the account fully. February 15, 2022 ****************** made a cancellation request due to selling her home, she declined all Vivint offers to move the service. Records indicate she was provided with the buyout information of the account and told Vivint that she would think about it and call back. Records indicate that March 13, 2023 ****************** made another cancellation request confirming that her equipment was paid off with Citizens. Records show that ****************** was educated on the required Notice of cancellation and refused to comply with Vivints request.Records indicate that Vivint received the requested Notice of cancellation on March 14, 2023.

With the information provided Vivint offers to cancel the account and waive the thirty (30) day processing time. ****************** may contact Vivints representative directly with any further questions or concerns in this matter.

If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Initial Complaint
Date:03/13/2023
Type:Service or Repair Issues
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 purchased a home security system through Vivint in 2019. The system equipment was purchased outright and not financed through a loan.I recently moved and sold the home. Closing was March 1, 2023. When I called Vivint to notify them of cancellation, it was quite the process and ultimately they said it takes 30 days to cancel. I've been given multiple reasons for why it takes 30 days-mostly saying that I don't owe them anything. And that they would "refund me for the time I wasn't using it" as I explained I no longer own the property. As the system is still active, I am still receiving notifications from the property of doors being open, doorbell use, camera activity, etc.
Business Response
Date: 03/20/2023
March 20, 2023

Better Business Bureau of ****
**** W ******************************************************

RE:    Consumer Complaint Case #: 19589204
           Complainant: *****************************
           Vivint Account #: *******
           Date of Agreement: July 9, 2021

To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.

A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remainder of the monitoring service contract effective March 1, 2023, when the notice of cancellation was received. ***************** 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 Legal

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Vivint Smart Home is BBB Accredited.