Complaints

This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Vivint Smart Home has 6 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint

  2854 Highway 55 STE 200 Eagan, MN 55121

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:03/04/2023

  Type:Billing 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 initiated a service contract with Vivint on January 13, 2017. On March 19, 2019, I spoke with a Vivint customer service representative and explained that I had sold my house and needed to cancel my contract. Under my contracts early termination terms, I owe an early termination fee equal to any monitoring and services fees due and unpaid for services provided prior to the termination date, plus . . . 45% of the services fees that [I] would have paid for the balance of the Initial Term if the termination date occurs after the 24th month of the Agreement. On the date I terminated the agreement, my payments were current, and I had made 27 monthly payments totaling $1,663.74. The contract amount for the initial term was $3,071.52, yielding a remaining balance of $1,407.78. As of March 19, 2019, I owed a termination fee of $633.50, or 45% of $1,407.78.I have spoken to several Vivint representatives over the last few years trying to permanently close my account, but to no avail. At one point I was told that my account was closed, but it has miraculously reopened. *** told them repeatedly that I dont even have a system. Its been almost 4 years, and they are still charging me a monthly fee I do not owe. My credit card number has even changed and yet they keep charging me. To date, they have charged my credit card $2,685.79. I want them to close my account immediately, do not charge my credit card again, and return the $2,052.24 they have overcharged me. For your reference, my account number is *********.

  

  Business Response

  Date: 03/09/2023

  March 9, 2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129   
  
  
  
  
  RE:   Consumer Complaint Case #: 19537961
            Complainant: *************************
            Vivint Account #: *******
            Date of Agreement: January 13, 2017
  
  
  To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
  
  In her complaint, **************** states that she spoke to Vivint on March 13, 2019, explaining she sold her home and needed to cancel her service.  **************** states that per the contract, she would need to pay 45% of the remaining contract balance if the termination took place after 24 months of being in contract.  **************** states she has since attempted to have her service cancelled permanently.  *************** desires to be refunded $2052.54, the amount she feels she was overcharged. 
  
  A Vivint representative has attempted to reach out to **************** regarding this matter via email.
  After reviewing the account, Vivint agrees to cancel the monitoring service effective January 12, 2021, when the monitoring service contract term of 48-months ended.  Vivint will provide an estimated refund of $1703.56 to the payment method on file for all payments made from that date forward.
  
  Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on January 13, 2017.  The Agreement states the following: The initial term starts on the day this agreement is signed.  After the initial term, this agreement will automatically continue month-to-month and either party may terminate this agreement at any time upon at least thirty (30)days prior written notice to the other party.  If terminated, this agreement ends on the last day of the thirty (30)day notice period.  If, during the initial term, we will terminate this agreement because of your default, you will be obligated to pay an early termination fee as more fully explained in section 14 this agreement.  **************** called Vivint on March 18, 2019, stating she was moving and leaving the equipment behind.  **************** also provided authorization for the new homeowner to takeover the service.  March 19, 2021, **************** called Vivint stating she moved, that the new homeowner did not wish to takeover the service, and wanted to know what her options were.  *************** was provided with the following options:  1) to move the equipment to her new home, or 2) to have a 6-month deferment applied to the account while she attempted to find someone to takeover the service.  **************** opted to have the 6-month deferment applied from May 2019 to September 2019.  There is no record of Vivint receiving a 30-day written notice of cancellation.
  
  To resolve this matter, Vivint agrees to the resolution as stated above.  **************** may contact Vivints representative with any questions or concerns she may have.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.    
  
  
  Sincerely,
  
  
  
  Vivint Legal

• Initial Complaint

  Date:03/03/2023

  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.

  In 2021 we purchased the additional equipment for our alarm system. We financed everything through Citizens One Loan, however, no one told us that we were forced into a new contract with Vivint for another 5 years. We found out about this contract about a month ago (1/27/2023) when we sold our home. Now we are trying to give up on the service but there is a penalty for getting out of a contract that we never signed and didnt know it existed until about a month ago. I feel like we were deceived and trapped by Vivint. We understand that we have to pay for equipment that we will not be using anymore, but to pay for a contract that was never even mentioned to us, its outrageous. Weve been customers for over 10 years and instead of being rewarded, we feel like we are being extorted. A resolution would be appreciated.

  

  Business Response

  Date: 03/10/2023

  March 10, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 19537698
   Complainant: *************************
  Vivint Account #: *******
  Date of Agreement: April 28, 2021         
  
  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 his concerns. Vivints record indicates that this issue is being resolved to Ms. ******** satisfaction. ****************** may contact Vivints representative 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 Legal
  
  

• Initial Complaint

  Date:03/03/2023

  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.

  VIVINT **************** WARNING I contracted with Vivint for a doorbell cam and three surveillence cams. They told me that Police would automatically be notified if there was an intrusion. They installed a garage door monitor and sensors on all doors and windows. They gave me an online account which they won't allow me to access. With their app I could open and close the garage door and arm the system when leaving.I experienced the following: Twice i had to call them to repair the doorbell which was ringing outside but not inside the house, causing me to miss an appointment. My back door was opened when I was away and the Police weren't notified. Finally, I was unable to arm the system upon leaving for an appointment and had to leave my home unsecured. At this point I realizzed that I could no longer trust them or their system as they are incompetent and are in breach of contract. I've requested they retrieve their equipment. They said the equipment belonged to the finance company they set me up with for a five year intrest free loan and I can't cancel the contract. Needless to say, I have stopped paying them and their financing arm but just took a 164 point drop in my credit rating due to them trying to fiorce me to pay for their equipment. They still have a monitor in my garage but I can't find it. I have requested they remove all their stuff from my home and they haven't done so.

  

  Business Response

  Date: 03/10/2023

  March 10, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 19536326
   Complainant: ***************************
  Vivint Account #: *******
  Date of Agreement: July 21, 2022         
  
  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 his concerns. Vivints record indicates that Mr. ******** past due balance of $217.22 has been waived and his 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 Legal
  
  

• Initial Complaint

  Date:03/03/2023

  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.

  Spending so many hours in 5 to 6 calls with Vivint **************** and with the installation tech.Putted me through to various departments. Lots of 'promises' but no one calls you back to address the issues that were discuss and supposed actions to be taken and calling me back.Nothing happens on the many hours spent talking and it seems everything vanishes into thin air after the phone are hung up.After almost 5 years with Vivint and spending all the money, Vivint does not value its customers.

  

  Business Response

  Date: 03/09/2023

  March 9, 2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 19535578
             Complainant: On *****************
             Vivint Account #: *******
             Date of Agreement: June 15, 2018
  
  
  
  To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
  
  A Vivint representative has reached out to ************ and a resolution has been agreed upon. At this time, Vivint has agreed to forgive the remaining balance on the equipment loan for (S-6208187) ****************************************************************.  *********** 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 Legal

• Initial Complaint

  Date:03/03/2023

  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 ( not financed) the Vivint system 24 September 2022 they started the install the same day and completed it sometime in October 2022 ( because of a hurricane and internet). I have reported several issues and called in for the same issues multiple times every month since installation. Spent over 7 hours and 15mins on the phone with Vinit representatives and technicians to no avail. I have had 4 technicians in and out my home. My front door lock is still loose and they messed up the doorframe installing the new locks -Door locks does not lock/unlock using the app -Camera playback does not work. There was an incident on my property 2 February 2023. I paid all this money and the one time I need to recall footage, it's unattainable. I called yesterday to cancel the service and after 45 mins of them trying to down sell me, and not giving me a confirmation of cancellation or telling me anything about what other steps I need to take. They transferred me to another rep where I was left on 15mins before I hung up. I can't access my account to see charges it just keeps request that I change my account password.

  

  Business Response

  Date: 03/10/2023

  
  March 10, 2023 
  
  
  Better Business Bureau of Utah 
  **** * **** * 
  Salt Lake City, Utah 84129 
   
   
  RE:   Consumer Complaint Case #: ******** 
            Complainant: ***** **** 
            Vivint Account #: ******* 
            Date of Agreement: September 24, 2022 
  
  
  To Whom It May Concern: 
  
  I have reviewed the information provided by Ms. ***** **** and appreciate the opportunity to respond.  
  
  In his complaint, Ms. **** states that she paid up front for her system on 9/24/22 and it wasn’t finished being installed until mid-October due to hurricane and internet issues. She has called multiple times for the same issues and has had 4 techs out. The door lock is loose and the door frame was messed up during installation. Door lock does not lock/unlock with app and playback does not work. There was an incident on 2/2/23 and the footage is unattainable. She called to cancel on 3/2/23 and spent 45 minutes with rep trying to downgrade and not confirming cancelation or giving steps to 
  
  Vivint offers to review Ms. ****’s situation and discuss the best course of action with her. Some options include working with the home damage team to fix the door frame, sending a tech to fix issues or replace equipment, downgrade equipment, utilize credit or honor cancellation. 
  
  Vivint’s records indicate that Ms. **** entered into a one-month Purchase and Service Agreement on 9/24/22. Vivint’s records indicate that Ms. **** had two techs to install the system. One on 9/24/22 and the second one to complete camera installation on 10/15/22. Vivint’s records indicate that she had another tech on 1/19/23 to educate her on how to adjust camera and spotlight issues. Vivint’s records indicate that Ms. **** was advised on 10/31/22 to get an estimate for her door frame so Vivint could pay to have it repaired. Vivint’s records indicate that there have been no further calls regarding equipment malfunction after the technician was out on 1/19/23. Vivint’s records do not indicate that Ms. **** called in regarding the incident that occurred on 2/2/23. Vivint’s records indicate that Ms. **** called to request cancellation on 3/2/23. Vivint’s records indicate that an estimate for the door frame and a written notice of cancellation has not been submitted.  
  
  A representative from Vivint has reached out to Ms. **** via phone call and email in an effort to resolve this matter. Vivint has agreed to the above resolution and Ms. **** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. 
  
  
  Sincerely,  
  Vivint Legal 

• Initial Complaint

  Date:03/02/2023

  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.

  I renewed my account on 12/15 with Vivint. I added two outdoor cameras with an upgrade to the panel. I was told that my monthly monitoring charge would be $31.47 for the next 5 years. The Service Number is: ********** I have now called over 6 times as I have seen 5 different bills for equipment and services. I have been billed for a new doorbell camera which was never requested/sold to me. I do have a 5 year old doorbell camera but did not buy or install a new one in December 2022. The charges for equipment have been all over the place and every rep from the loyalty team has promised me a call back resolution. At this point I am reaching out for some help with charges for service and promised equipment prices.
  
  Confirmation of contract extension.
  
  Hey *******!
  This email confirms the terms of the agreement that you entered into with Vivint during a telephone conversation on December 15, 2022 amending your Alarm System Purchase and Services Agreement.
  
  During the telephone conversation, you and the Vivint Representative agreed that Vivint would extend the term of your Agreement 60 months. The new extended term will go into effect on December 15, 2022 and your monthly services fee will be $31.47 (Taxes and Non-Governmental Fees excluded). All other terms and conditions set forth in the Agreement remain in full force and effect.
  
  If you have any questions, please contact us at ###-###-####. For your reference, your Service Number is: ********* .
  
  Thank you for being a valued member of the Vivint Smart Home family!
  
  –The Vivint Team

  

  Business Response

  Date: 03/09/2023

  March 9, 2023
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129
  
  
  RE:    Consumer Complaint Case #: ********
             Complainant: ******* *****
             Vivint Account #: *******
             Date of Agreement: October 29, 2017
  
  
  
  To Whom It May Concern:
  
  I have reviewed the information provided
  by Mr. ***** and
  appreciate the opportunity to respond.
  
  A Vivint representative has reached out to
  Mr. ***** and a resolution has been agreed upon. At this time, Vivint has
  agreed to provide a credit in the amount of $205.05 for the difference between
  what Mr. ***** is being charged for the equipment and what should be
  charged.  Vivint also, agrees to remove
  the $5.00 video service fee for the remainder of the monitoring service
  agreement. Mr. ***** may contact Vivint’s representative directly if he has any
  questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response,
  please respond to either our mailing address: **** ***** *** ****, Provo, Utah
  84604, or fax number: ###-###-####, attention Department 160 – Legal.    
  
  
  Sincerely,
  
  Vivint Legal

• Initial Complaint

  Date:03/02/2023

  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.

  Vivint is a company that operates off of fraudulent business practices. The representative came out to my home and blatantly lied in front of me and my guess stating that they were switching out the equipment (my doorbell and a lock that they old me)and I would be not charged. After switching not my equipment I was charged $564 in which he said I wouldn’t be charged any money because it was just a switch out. When I questioned the representative, who did the install after I saw a charge, he said to me, the same lie. Those are fraudulent practices and consumer fraud.I no longer want to do business with this company as I don’t do business with liars. This is the worst home security company I have ever ran into. there’s nothing good about them when your services go down you can’t get into your home and they don’t want to own up to their faults or the fact that they hire young teens in young people to lie for them. They can come get this equipment and give me my money back as well as cancel my account, and I will be making an fcc.gov complaint against them as well for fraudulent practices.

  

  Business Response

  Date: 03/09/2023

  March 9, 2023
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129   
  
  
  
  
  RE:   Consumer Complaint Case #: ********
            Complainant: ******* *****
            Vivint Account #: *******
            Date of Agreement: August 6, 2021
  
  
  To Whom It May Concern:
  
  I have reviewed the information provided
  by Mr. ***** and
  appreciate the opportunity to respond.
  
  In her complaint, Mr. ***** states that a Vivint representative came to his home and told him
  he was switching out the doorbell camera and door lock, stating there would be
  no charge. He states that he was charged $564 after the equipment was switched
  out. Mr. ***** states that Vivint can come get the equipment and he wishes to
  cancel. Mr. ***** desires
  a refund.
  
  A Vivint representative has attempted to contact Mr. ***** via email
  in efforts to resolve this matter. Vivint has offered Mr. ***** the following
  resolutions. 1. Removal of the doorbell camera and door lock, Vivint will
  provide a refund for those devices. 2. A $250 credit to go toward the device
  charges to reduce the costs if Mr. ***** would like to keep the devices. 3. If Mr.
  ***** desires cancellation Vivint will cancel the remaining monitoring contract
  and its associated fees, Mr. ***** will remain responsible for the remaining
  equipment line of credit and its associated fees.
  
  Vivint’s records indicate that Mr. ***** signed a Purchase and Service
  Agreement (“Agreement”) on August 6, 2021. Records indicate March 2, 2023 Mr.
  ***** contacted Vivint to notify them that a technician was at the home and
  wanted to ensure that he would not be charged for the equipment that was
  switched out.
  
  With the above information Vivint offers the resolutions that are
  listed. Mr. ***** may contact Vivint’s representative directly with any further
  questions or concerns in this matter.
  
   If you have further questions or concerns regarding this response,
  please respond to either our mailing address: **** ***** *** ****, Provo, Utah
  84604, or fax number: ###-###-####, attention Department 160 – Legal.    
  
  
  Sincerely,
  
  
  
  Vivint Legal

• Initial Complaint

  Date:03/02/2023

  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 told to cancel my service i had to send my request by email to the cancellation department. I was sent a email with the address to forward my cancellation to on May 19th 2022 which i sent back to the cancellation department the same day telling them i was cncelling my account as of May 19th 2022. As of this writing i have been called by this company saying ther was a problem that it was not sent to the right department. I also forgot that my account was on auto pay and for months after May 19th cancellation I continued to be drafted for month of service. I have now sent in a cancellation letter 5 times to have my account closed. I have also been getting calls from them saying i owe them for my service. I was called 26 times in the month of February by this company asking me for a past due balance that they say i owe since I turned off the auto pay when I found out that the didnt cancel my account. This has been as close to harassment as Ive ever seen. Drafting money on an account that was to be cancelled and to call my cell phone 26 times in the month of February asking dor money on a cancelled account. Should be very careful doing business with this company.

  

  Business Response

  Date: 03/08/2023

  March 8, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 19531277
   Complainant: ***********************************
  Vivint Account #: *******
  Date of Agreement: January 27, 2017         
  
  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 his concerns. Vivints record indicates that this issue has being resolved to Mr. ******* satisfaction.  **************** may contact Vivints representative 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
  
  

• Initial Complaint

  Date:03/02/2023

  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 moved into a house that already had equipment from Vivint installed. There was no ongoing contract, and as it was already in place, I called to start service. There was no contract at this time, as there was no equipment rental, and there was no special pricing to dictate contract term. Over the course of months, several items in the system began to malfunction, and I was in general not satisfied with the service, so I contacted them to cancel.
  The initial support person that I contacted said they were unable to process the request, as it wasn't his department. He then gave me two numbers that I could contact, neither of which were in service. I then contacted them through a different method, upon which I was bounced around to different representatives before finally having someone begin the cancellation process. I provided them with the email they requested that indicated a desire to cancel, and received a confirmation on January 12th. I subsequently received a bill (I paid as I had to have 30 days notice) and thought that would be the end.
  I then received a message/email saying that I could change my account to a discount and avoid cancellation fees (which there should not be as I did not have a contract). I replied that I did not want to continue service and should be up to date with billing. I never received a response from this.
  I have now received another bill for service from February 15th to March 14th due. I should have no more bills. This bill should not have been sent.

  

  Business Response

  Date: 03/09/2023

  March 9, 2023 
  
  
  
  Better Business Bureau of Utah 
  **** * **** * 
  Salt Lake City, Utah 84129 
   
  RE:    Consumer Complaint Case #: ******** 
             Complainant: ***** ****** 
             Vivint Account #: ******* 
             Date of Agreement: August 15, 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, Vivint has agreed to cancel Mr. ******'s account and he has no further obligation. MRMS may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. 
  
  
  Sincerely,  
  Vivint Legal 

  Customer Answer

  Date: 03/15/2023

  
  
  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.

  At this point I have received notification of cancelation. Only thing I am watching for is if the billing stops. 

  
  
  
  Sincerely,
  
  
  
  ***** ******

• Initial Complaint

  Date:03/02/2023

  Type:Billing 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 sold my information to a debt collector after I cancelled my service agreement and paid off the equipment loan.

  

  Business Response

  Date: 03/08/2023

  March 8, 2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 19529376
             Complainant: *************
             Vivint Account #: *******
             Date of Agreement: June 30, 2018
  
  
  
  To Whom It May ***************** have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
  
  A Vivint representative has reached out to Ms. **** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the collections from Ms. ***** credit report, the Vivint account will remain closed and Vivint will still show on the credit report, however, the collections will be removed. Ms. **** 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