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
- 8,054 total complaints in the last 3 years.
- 2,798 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:02/20/2023
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.
Vivint Smart Homes charged us $119.35 and $59.64 on 1/1823 and 2/16/23 respectively for services that they were aware we were not receiving. We relocated to ** from ******, ** in June of 2022, when my husband called to cancel services he was told he had to defer the account for 6 months before he could cancel. So he did. 6 months later they charge our account knowing full well that we have not had any services reactivated and were not paying for anything. Today, my husband called and was told only the $59.64 would be refunded and not only that we had to send in an email to cancel and that would only be effective 30 days out so we would again be charged in March for services they are not providing. The customer service representative all but admitted that the company does this regularly and that many others are being affected by these "policies". They refuse to make this right and I will be submitting a bad review and customer complaint as well.
Business Response
Date: 02/27/2023
February 27, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19435308
Complainant: ****** and ***********************
Vivint Account #: *******
Date of Agreement: August 10, 2013
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In his complaint, ************ states that they moved from the service location June 2022. He states when he contacted Vivint, he was informed he needed to defer the account for 6 months before cancelling. ************ states after the deferment ended, they were charged for the service, even though Vivint knew they moved. ************ desires the monitoring service to be cancelled and to be refunded.
A Vivint representative has attempted to reach out to ************ regarding this matter via email. After reviewing the account, Vivint has cancelled the monitoring service and refunded two months of monitoring fees as agreed upon, February 22, 2023, for a total of $119.28. ************ has no further obligation to Vivint.
Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on August 10, 2013. ************ called Vivint on May 9, 2022 to let them know he was moving. He stated he did not have a new address yet, he just wanted to stop payments. A deferment was applied for six-months to stop the payments. February 20, 2023,************ called to cancel because he had moved and had obtained new service. February 22, 2023, ************ was contacted by Vivint, he was offered a refund of two months and to have the service cancelled. ************ agreed to the resolution,a refund was made in the amount of $119.28 and the service was cancelled.
To resolve this matter, Vivint has provided the resolution as stated above. ************ may contact Vivints representative with 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:02/20/2023
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 moved from my previous house 07/2022. Cancelled my subscription with Vivint on 08/2022 and did not ask for a refund for the month that I paid. I asked that the payment be used for the new owners as they were starting the service. The rep I worked with said that since I was all caught up on payments, the service has been canceled and disconnected my auto pay. I checked on the account and it says my email does not have access to this address, so I believed all was completed Starting 11/2022, I was getting phone calls stating that I was behind on payments. 12/2022, after being harassed daily, I spoke with a rep for hours as they were trying to claim that I owed $180 in charges for their service. He could see that the service was pending cancellation from August but because it didnt go through, I was still considered an active service. He also saw that the new owners had started the service. So one house was getting charged for two services. He said the only thing that they could do was give me a discount of the charges. I did not and do not accept charges for services that were not provided!02/2023 after being harassed with calls multiple times a day, I spoke with another rep who claimed the same thing as the previous rep and that I now owe $260 for services that I have not received. She kept stating that because I have outstanding charges, they can not move forward with cancellation. They seemed pretty stumped when I asked how is it possible that my auto pay was stopped, bank account removed, and access to the app revoked if I had a balance as of August?Business Response
Date: 02/27/2023
February 27, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19434967
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: November 4, 2019
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 LegalInitial Complaint
Date:02/20/2023
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.
The equipment is faulty, it does not work as it's supposed to. The doorbell camera often times does not capture people coming and going as it's supposed to. Their business practices are dishonest and without care for their customers. When you call they are difficult to get a hold of and they do not resolve problems. I called them on 05/06/22 to cancel the service and was told I could cancel if I paid off the equipment in full which I did on that same day. Vivint continued to take monthly payments from my bank account. I contacted them again on 11/01/22 regarding my cancellation and I was told I needed to send the cancellation request via email which I did that same day. On 11/02/22 I received an email from them confirming the cancellation with a confirmation number. They would again continued to attempted to unsuccessfully take payment from my bank account. By now I had cancelled my debit card to prevent them from doing so. I called them again today, and was told I am still under contract and must continue to make payments on a service which is very poor and after I was told several times before I could cancel. I ask you to please help me resolve this issue and warn others about this unscrupulus company.Business Response
Date: 02/27/2023
February 27, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17607749
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 7/31/2018
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 cancel his account and waive the overdue balance. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/19/2023
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 originally signed up for Vivint in 2020. With ***** appearing and reports of lots of breakins accross the ** I felt it necessary to invest in a home security system. When this was installed in June/July of 2020, I was told by the installer that if I needed, I could cancel my account after my financed equipment was paid in full. I paid the equipment in full in August of 2022. In November of 2022 I have found that I cannot afford to pay for this system any longer and on top of that have expressed my concerns that I have had multiple times when the system does not work properly, constant glitches, slow by the time I get notified they are already gone by the time it loads if it loads into the app, you cannot communicate through the microphones, I even had someone break into my home and nothing was caught on camera. I work for the *** that supplies my internet, it is not us as they were the first place I checked. I reached out with a cancellation request 11/2022 and was emailed that it would be processed and if any problems occured someone would reach out to me. I never had a response so I figured it had been cancelled. I continued to receive invoices and I would reach out in question without response. I finally got ahold of a representative who said my request would be processed and backdated to November 2022 with the original cancel request. I received an email then that it could not be processed. I reached out again in question. I was told I could not cancel until my term was up or I pay a ridiculous ******** to early terminate. I can't afford the monthly fee let alone 1K up front. I do not know what the term is, I just know I was told I could cancel as soon as the equipment was paid off. I provided the proof that the equipment was paid off and I would like to have my account cancelled effective November 2022. I would like what I was told by the Vivint employed installer to be honored and cancel my account as of November 2022 as I fulfilled my part.Business Response
Date: 02/24/2023
February 24, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19432218
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: June 27, 2020
To Whom It May ***************** have reviewed the information provided by Ms. ********** and appreciate the opportunity to respond.
In her complaint, Ms. ********** states that she paid off her equipment loan August 2022, then contacted Vivint November 2022 to cancel her monitoring service. Ms. ********** states she was informed by the installer once her equipment was paid in full,then she would be ablet to cancel at any time. Ms. ********** desires to have the monitoring service cancelled without penalties.
A Vivint representative has attempted to reach out to Ms. ********** regarding this matter via email. After reviewing the account, Vivint agrees to cancel the remainder of the monitoring service contract effective November 16, 2022, when the notice of cancellation was received.
Vivints records indicate that Ms. ********** signed a Purchase and Services Agreement (Agreement) on June 27, 2020. Ms. ********** contacted Vivint on October 31,2022, inquiring about the cancellation process. November 16, 2022, the notice of cancellation was received by Vivint. January 25, 2023, Ms. ********** emailed Vivint saying her account should have been cancelled in November 2022. Vivint responded the same day informing Ms.********** would need to provide proof her equipment line of credit with Fortiva was paid in full and she would need to pay a buy out of 50% of the remaining contract balance. January 26,2023, Ms. ********** emailed proof the line of credit was paid in full.
To resolve this matter, Vivint agrees to the resolution as stated above. Ms. ********** 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 LegalCustomer Answer
Date: 02/27/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********. After speaking with ******** and confirmed my account is the be cancelled as of November 16th with no ETA fee of ******** and find that this resolution is satisfactory to me.
Sincerely,
*******************************Initial Complaint
Date:02/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had Vivint service for 17 months. In both my home and Business thats over $5,000.00 in equipment cost which are being financed with Citizens and Fortiva. The salesman are very good at putting stories together. You will only pay .. its only $65 a month for 60 months!!!! First issue. I set my Vivint payment on autopay , not aware I needed to pay the credit company , so now there is a missed payment on my credit report. My equipment started failing about 7 months ago first my outdoor camera . I called , the technical support team expected me to Climb a ladder for some trundle shooting while pregnant I was supposed go get a call to schedule a technician, never got a call. Then over a month again my whole system went offline , I could not do anything on my panel and neither could technical support. My issues were supposedly escalated and should get a call to schedule a technician which would cost $199. They finally agreed to $25. Never got a call. I called again and supposedly was escalated again. Got a call service was schedule almost 2 weeks out. I sell cars for a living I took the whole day off 2/18/23 missed 3 car sales. I called 3x first time running late, 2nd time a few mins away ,after 7pm nothing 3rd recommended to reschedule!!! After waiting months! He was supposed to be here from ****pm!!! Now I was put on another escalation and will get a call between 48 and 72 business hours to reschedule my appointment. If a burglar came in and my house caught on fire. I would be unprotected and have been unprotected. I still owe $1906.21 for this equipment that doesnt work and offers 0 protection to my family. I would NEVER recommend Vivint to anyone! I should have stayed with ADT which I never had issues with! I will update this NEW escalation this really ***** and I missed out a good days pay thanks to this!Business Response
Date: 02/24/2023
February 24, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19430482
Complainant: *******************************
Vivint Account #:*******
Date of Agreement: 9/6/2021
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that she has experienced difficulty with her equipment. ********************** requests a refund and cancellation.
Vivints records show that an appointment has been scheduled for March 6 from **** pm.Vivint has waived the fee associated with this appointment. Additionally, a two-month credit has been added to her account. If ********************** is still dissatisfied following the appointment, Vivint is willing to cancel her account without penalty.
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:02/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This security company refuses to answer to my complaints about their equipment not functioning properly. This has been going on for a couple years since having the service and they NEVER followed up to fix any problems. It is a concern for my and my daughters safety as we live in a violent area. Security cameras constantly fail and glitch when someone enters my property. Cant hear recordings of sound on some devices as Im supposed to. The locks they installed on my entry doors jam constantly. The smart hub they installed is leaving burn marks on my wall from heat. .. their equipment isnt picking up the ***FI and my internet is very strong. All attempts to complain and have these situations rectified have been ignored. Now the well being and safety of us in this home under their protection is in jeopardy. Theyve made my living here dangerous as I could have stayed with the security I had when this company convinced me they were better. And the salesman lied about the pricing of service. And made way too many uncomfortable sexual remarks upon walking right into my garage uninvited in the first place.Business Response
Date: 02/24/2023
February 24, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19429702
Complainant: *********************************
Vivint Account #:*******
Date of Agreement: 8/29/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** describes the technical problems he is having with the system. ************** requests that Vivint repair the system.
A representative from Vivint has contacted ************** via email. Vivint is more than willing to send a technician and ************** should inform the representative of his availability.
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: 02/26/2023
Complaint: 19429702
I am rejecting this response because:The business, Vivint, contacted me saying theyd be happy to help. And asked my availability. I replied they could come at any day any time as Ive been waiting a long time to have this problem resolved. I have not heard back from the company at all in two days. This is what they do. Response then ignore. Im tired of it. I would prefer an ENTIRE refund so I can find a security company satisfactory enough to protect myself and my daughter as we live in a dangerous neighborhood.
Sincerely,
*********************************Business Response
Date: 03/02/2023
Tell us why here...
March 2, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19429702
Complainant: *********************************
Vivint Account #:*******
Date of Agreement: 8/29/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
At this time, Vivint is willing to cancel **************** account. A representative from Vivint has contacted him via email and he is advised to confirm the resolution.
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: 03/03/2023
Complaint: 19429702
I am rejecting this response because:after so many attempts to get Vivint to rectify the issues with their equipment and services, and their lack of care and response to my emails in the past, I am not about to let them just cancel after charging thousands of dollars for their equipment. They said theyd be happy to help, ignored my response AGAIN I need a good security system and provider for my home. I need a company that live up to their promises. I will not be able to protect my home now unless I am completely compensated for Vivints failure. This is my and my daughters safety and security were talking about here. Its more serious than Im being treated.
Sincerely,
*********************************Business Response
Date: 03/08/2023
March 8, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19429702
Complainant: *********************************
Vivint Account #:*******
Date of Agreement: 8/29/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
At this time, Vivint is willing to cancel **************** account out of goodwill. ************* is welcome to accept this offer via email with the representative.
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: 03/09/2023
Complaint: 19429702
I am rejecting this response because:
Sincerely,
*********************************Customer Answer
Date: 03/09/2023
I refused because theyre calling me a liar, saying *** not complained enough or denying that *** attempted repeatedly to get them to comply to fix my equipment. I spent thousands of dollars to purchase their equipment with their promise to provide security to my home. They just want to cancel my account and leave me high and dry with useless equipment they sold me. I know have no means to protect my home as they took my money. Their equipment goes offline constantly and cameras shut down upon people entering my property therefore not recording when Im being vandalized etc.. they dont call and if they do its from a number I dont know and I get absolutely NO voicemails from them. Upon email, they say they can send someone out to resolve the issue and after a week ***** TIME, I have to email back because they just do nothing.Initial Complaint
Date:02/18/2023
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.
They came and put a lock on my back door. They wouldn't put one on when I got the service installed because I had one on from a previous company. I was told that since I was a loyal customer that they would wave the connection fee of *****. They took money from my bank account twice. One for ****** and one for ****** without my consent. They promised to bill me ****** for the lock.I had other bills that couldn't get paid because of this situation! Please help me to get this solved because this company is a scam! They can't be trusted.Business Response
Date: 02/25/2023
February 25, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19427820
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: March 4, 2017
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contact **************** via phone to resolve his 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:02/17/2023
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.
Keep getting calls from this company. The caller id states that the "************" is calling but it is Smart Home Security on the call. They don't respect my wishes that they stop calling me.Business Response
Date: 02/22/2023
February 22, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19426433
Complainant: ***************************
Vivint Account #: ******
Date of Agreement: N/A
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he keeps getting calls from Vivint. He states the caller id shows the ************ is calling. He ****** that Vivint does has not respected his request of no further contact. **************** desires no further contact by Vivint.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has placed **************** and his contact information of the do not contact lists.
**************** 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:02/17/2023
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 run a business and had vivint set up a security system at an employees house. When the employee was terminated Vivint allowed the former employee to steal equipment, set it up under a new account and charged them for them equipment while also charging me for the equipment. I have attempted to call Vivint and resolve the issue, but they refuse to help.My main issue is that they allowed another person to use my equipment without notifying me and committed fraud by charging both parties for the same equipment.Business Response
Date: 02/25/2023
February 25, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19426364
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: October 16, 2020
To Whom It May *********************** have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint is moving and installing his equipment into a new location and has agreed to look into the issues and discuss resolutions. **************** 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 LegalInitial Complaint
Date:02/17/2023
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.
We signed a service contract with Vivint on May 18, 2019. Account # ********** We sold our house June 2022, and the current owners kept service through Vivint. I recently tried to cancel my contract and they said that I am locked in for 5 years even though the new owners have service with them and I am still paying them. They are getting 2 payments a month for the same address for service and will not let me out of my contract. This is unethical and is fraudulent. Furthermore; at the time we signed the contract, we did not know we were signing a 5 year service contract with them and an additional contract for the equipment we had to purchase and finance. To resolve this matter, they said I had to pay out my remaining time with them for the service portion and that doesn't seem right when they have service already being paid by the new home owners. I would like to get out of my service contract and I will pay off the remaining on the equipment we purchased.Business Response
Date: 02/24/2023
February 24, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19426035
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 18, 2019
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 cover the outstanding balance of $239.60 and cancel the remainder of the monitoring service contract upon receipt of a Notice of **************************** will remain responsible for the balance of the equipment loan. 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
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