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
- 8,039 total complaints in the last 3 years.
- 2,789 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:02/09/2023
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 googled ADT phone number to transfer my service when moving. The first number that popped up was Vivint's number and I did not realize it when I dialed as I was parenting three young children at the time. At no time did the phone number identify the company as Vivint. Additionally when the representative answered and I explained I wanted to transfer my ADT service, they set me up with new Vivint service and hung up before I could cancel my current service, as they were not able to, since they were not ADT. They also charged me a set-up fee. After she hung up I called ADT and set up to transfer service as indicated. Since then I have been contacted relentlessly by Vivint trying to schedule install. I have told every person I have spoke with and who has texted me about this, all of which just ignore me, then contact me a few weeks later. One represented over text indicated they listened to my original phone call and that the person I spoke with was a 'he' and represented themselves as Vivint. The original person I spoke with was a 'she', so additionally this representative was also dishonest about listening to the original phone call. I could care less about the $29.99 set up fee and was willing to let it go at first. A company that sets up security systems should be built on trust and honesty. Every experience I have had with them has been the opposite.
Business Response
Date: 02/16/2023
February 16, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19371873
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 called the first number that popped up when he googled ADT to transfer his service to his new home. Now he cant get Vivint to stop
Vivint agrees to refund the payment ************************* and put his number on the do not call list.
Vivints records indicate that ************************* never entered into an agreement with Vivint.
A representative from Vivint has reached out to ************************* via phone call and email in an effort to resolve this matter. Vivint has agreed to the above resolution and *************************;may contact Vivints representative directly with any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/08/2023
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.
In late December i contacted Vivint for assistance with switching the existing alarm system for my use (I had just purchased the home on 10/26/2022 and the alarm system was still in the previous owner's name.) When i found out that it was going to cost a lot of money, I told them nevermind. Then they said I was under a contract ( which they sent me a copy of, with NO SIGNITURES), And they want $499.00 to cancel a contract I never signed.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: December 12, 2022
To Whom It May Concern:
I have reviewed the information provided
by Ms. ******** and
appreciate the opportunity to respond.
In her complaint, Ms. ******** states that she did not sign up for
service with Vivint. Ms. ******** desires
to the service cancelled and not to be contacted by Vivint.
A Vivint representative has attempted to reach out to Ms. ********
regarding this matter via email. After reviewing
the account, Vivint has cancelled the monitoring service and Ms. ******** is
under no further obligation to Vivint.
Vivint’s records indicate that Ms. ******** signed a Purchase and
Service Agreement (“Agreement”) on December 12, 2022. Ms. ******** contacted Vivint on December 23,
2022, wanting to cancel since she does not use the system as she is always at
home. Ms. ******** sent Vivint notice of
cancellation on December 28, 2022. Vivint
determined on January 3, 2023, that Ms. ******** was outside of her 3-day Right
of Rescission period and ineligible to cancel. January 24, 2023, Ms. ********
contacted Vivint to say she had no idea of signing a contract. January 31, 2023, Vivint agreed to Ms. ********’s
claim proceeded to cancel the agreement.
To resolve this matter, Vivint agreed to the resolution as stated above. Ms. ******** may contact Vivint’s
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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/08/2023
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 have called vivint numerous times to correct my problems with no resolution. I wanted my due date for my bill changed from the 24th to the 16th. I paid the fee to do that, they changed it to the 31st. I got behind in my bill in October 2022. November 2022, I paid double payments to catch this bill up. December 2022, a $50 payment $20 payment a few days later. In January 2023, I paid $5.99. Now I have a bill due Jan 31 for $54.99. Number one, the due date still isn’t right. Number 2, I do not owe $54.99. As I stated, I was behind one month when I paid double to catch that up. My monthly fee is 49.99 a month plus tax which is 54.99. I have made multiple attempts to resolve this with the company. I am getting nowhere and the extra money I paid to switch my due date was a fraudulent charge. Now with the bogus bills racking up, I am lost for words. As of right now, the Jan 31 bill is past due because I do not owe this. This is a mistake on vivint’s part. I have bank statements to prove my claim.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: March 24, 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 provide a fresh start by applying a credit in the amount of $55.66 to
cover the balance on the account. 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 LegalCustomer Answer
Date: 02/15/2023
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.
Sincerely,
****** *****Initial Complaint
Date:02/08/2023
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.
A door to door salesman came to our home. He told us that it was a month to month deal, and that if we didn't like it in the first 30 days to call and cancel all for free. Well, I called 7 days before the 30 days was up just to be told that we were in a 5 year contract, and couldn't cancel. They reached out to the salesman who obviously lied to keep his job. Now I'm being told that it's 2 separate contracts, 1 for the equipment and 1 for the monitoring services. Which I was told was NOT a contract. He also said that if we ever moved (because we're moving states soon so I specifically asked) that they would come and remove it equipment and reinstall at our new residence. Come to find out, that's ALSO a lie. Then I was told if we decided to keep it that it would be a certain amount per month, which is not the case. Then he said that if we had issues with the equipment that for a technician to come out it wouldn't cost anything because the equipment has a lifet warranty, to which again was a lie. I called Vivint and explained all of this to just be told there's really nothing they can do. They even agreed that they know the salesmen lie to make sales. This is outrageous!Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *******
Vivint Account #: *******
Date of Agreement: January 9, 2023
To Whom It May Concern:
I have reviewed the information provided by ******** ******* 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 have Ms. *******’s equipment uninstalled and to refund her loan and payments. Ms. ******* 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 LegalCustomer Answer
Date: 02/16/2023
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:02/08/2023
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 purchased $6,000.00 worth of equipment from this company on 11/15/2022. I also pay a monthly charge for them to maintain the equipment and provide security services. First they forgot to install a camera that I had paid for and they were charging me to monitor. They came back to install it a month later. Now my panel has not been working for two weeks and they are unable to send a technician for another month because there are only two technicians here in Honolulu. Had I known that there is only two service support technicians for this company in the islands I NEVER would have paid for all this equipment and signed up for monitoring with Vivint's VERY IMPORTANT PROTECTION SERVICES. THEY DO NOT HAVE THE COVERAGE IN THESE ISLANDS TO OPERATE HERE. DO NOT BE ROPED IN TO PURCHASING EQUIPMENT OR SERVCE FROM THIS PROVIDER. Go with a LOCAL PROVIDER HERE IN THE ISLANDS Everyone in should know this.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: November 15, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Ms. ***** via phone to resolve her concerns. Vivint’s record indicates that this issue is being resolved to Ms. *****’s satisfaction. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/08/2023
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 sold my house, with the Vivint Alarm system, on 12/8/2022. I “leased back” the house for a month and moved on 1/5/2023.
I asked the new homeowners to contact Vivint about monitoring their system, which they did.
I am continuing to receive charges on my credit card for $29.06 per month for monitoring of equipment to a house & equipment that I no longer have access to. The new home owners are also paying. I called today to discuss. They said I have a contract through 3/4/2026 and I could ask the new homeowners to cancel their new contract and assume my contract, but we’re unable to tell me if a cost was involved.
I lost access to this home immediately on 1/5/2023, when I moved. The information was no longer accessible via my phone app.
Vivint is having two different people pay the monitoring fee on a single home.Business Response
Date: 02/15/2023
2/15/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: *****
********
Vivint Account #:
*******
Date of
Agreement: 3/4/2021
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 moved from the location where the
system is installed and the new homeowners opened a new account. Ms. ********
requests a refund of payments made after she had no access to the home.
Vivint
has agreed to refund Ms. ******** two payments and cancel her account without
penalty.
However,
it should be noted that if a customer moved to a new location, Vivint is either
willing to move the system to the new location or the account can be taken over
by the new homeowner. Vivint’s records show that neither of these options were
done.
Despite
this information, 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 LegalCustomer Answer
Date: 02/15/2023
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.
Sincerely,
***** ********Initial Complaint
Date:02/08/2023
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.
Called Vivint to cancel my service. They stated i could stay for the remainder of my original contract at a lower rate. Then I receive an email that my contract has been extended an additional 36 months.
When calling Vivint, they kept me on hold for over 45 minutes while waiting on a supervisor. They could not explain why my contract was extended without the proper notification.
I requested to cancel my original contract (which is why I called in the first place) and have yet to get a response. IBusiness Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: July 11, 2019
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to cancellation of the remaining monitoring contract with no fees or penalty. Ms. ***** will remain responsible for the remaining equipment costs. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/08/2023
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.
My family initially was pursuing energy project for solar panel installation with back up battery power for our home since we had just retired from the military and moved back to TX. As hurricane season approached we wanted to be prepared. May 2022 a solicitor with Vivint was in our neighborhood. I advised that we were happy with our current ADT service, and he went on to share other services offered and mentioned solar. My wife and I received a phone call a day or two later and about a week or so afterwards a gentleman from Freedom Forever came out to my home to do a consult and take photos of the roof and measurements and dimensions as well as the attic and breaker boxes in the garage. After several months we finally received notice that our project installation was scheduled for Nov 29-30. Upon Freedom Forever team arrival, the project scope was not as promised, and we were advised of additional modifications would need to be made to power our home. A short while later I received a call from, I believe the electricians name was Rudy Villanueva as well as I believe the project foreman can’t recall his name at the time but believe his number is ********** that nothing had been done as of yet due to still trying to sort out this issue of misleading information with back up battery source of needing two batteries as compared to one that was listed in my agreement. The site team was unable to reach Austin D***** who was my sales rep with Vivint to remedy and after discussion with my wife we terminated the project installation as a result of all the back-and-forth misinformation and manner in which the totality of circumstances had played out thus far. I was informed that nothing had been done to my home as of yet because they were trying to figure out what to do about the backup battery source addendum required. My roof wasn't restored and left shingles and debris on my property and installed parts to ext. of home. Freedom Forever is deflecting attn toward Vivint.Business Response
Date: 02/17/2023
February 17, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
To Whom It May Concern:
I have reviewed the information provided
by Mr. ******* and
appreciate the opportunity to respond.
In his complaint, Mr. ******* states that he was going to have a
solar system installed but decided not to have to system installed due to
misleading information. He states that
Freedom Forever was out to his home to do a consult, take photos, and
measurements of the roof and attic. Mr.
******* states his roof was not restored, shingles and debris was left on his
property, and parts were installed on the exterior of his home. Mr. ******* desires to have his home restored
to its original state.
A Vivint representative has reached out to Mr. ******* regarding this
matter via email informing him that we are reaching out to Freedom Forever for
a resolution.
To resolve this matter, our Vivint Energy team will continue to work
with Freedom Forever on a resolution. Mr. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/22/2023
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. I have received email contact from Ms. Kathleen M******* on behalf of Vivint and received a call from Freedom Forever corporate rep Mr. K****. It would appear that things are trending up from prior lack of responses and action the past 2 months. However I still have yet to receive a concrete plan of action to resolve.
Sincerely,
******* ******* ***Initial Complaint
Date:02/07/2023
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.
Signed up 10/22/23, Vivint Acct# *********. Sales rep Zachary E******.
I signed up with Zachery. I was told I'd get credit for switching from ADT, whom was going to charge me $600 for equipment to move to a new home. Is much less than $2,294.24. I was told certain amount of certain devices would be free with free installation, as well. I should have stuck with ADT. You need to do something!!! This is unfair business & robbery! A month or 2 later I called & ordered 1 additional door sensor, I did not install yet. It was about $50. That is all I should be responsible for beside my monthly payments, which have been paid on time each month.
I am so angry, high anxiety. I don't have this kind of money. I work too hard & am low income. I would not have agreed to such an amount if my other option was $600. I signed all agreements because Zach said I have to in order to proceed with checking into scheduling a technician. I didn't notice he did send me papers for the promotion. If anything you should make adjustments applying current promotions. What company does not offer promotions to a new customer, when their competitors do? Doesn't make sense, especially how large of a company Vivint is. Today, I was on the phone with many reps for 4 hours, each time a rep put me on hold, my call bounced to another rep. At one point a loyal dept rep told me he was having a collection dept make the adjustments to the charges. He placed me on hold and again I was bounced to a rep while holding. Which kept happening through the 4 hours I was on the phone with Vivint. Only to, in the end, be told its all up the Sales rep's supervisor.
And then to be told I can't cancel service without paying loan in full, is absurd. It is my right & my choice what services I choose.Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: October 22, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** ******* and appreciate the opportunity to respond.
Vivint’s record indicates that a representative from Vivint has recently contacted Ms. ******* and is willing to assist in resolving her concerns. Ms. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/07/2023
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.
In January 2021, I deferred my payments until I could moved into my new home. I called in October to have new equipment installed and service continued at my new home. The technician came out missing half of the equipment I ordered and the paperwork stating monthly payments was more than I agreed to in the emailed contract. He left and said someone would be in contact to reschedule an installation. 2 weeks went by and no one ever reached out. I called Vivint myself to find out what was going on and no one seemed to be able to help me. Frustrated, I asked if I could just cancel because I was without security and was tired of Vivint not doing what they were supposed to do. The lady told me the email to send to cancel and I did that. I continued to be charged automatically $52.00 a month in November, December and January even though I sent multiple emails stating I wanted to cancel and not even having a piece of Vivint equipment in my home. After 3 months of phone calls and emails, I was finally informed on February 7, 2023 that I had 2 years left of a "verbal" contract I agreed to in order to get upgraded equipment in 2020. I told the representative that Vivint dropped the ball. Vivint never sent a technician out to install equipment in my new home and left me without security. So being scared, I got service with a new company. Vivint told me I have to honor the 2 years left of the contract or they will report it to my credit report. How is it my fault that they didn't hold up their end of a contract by installing the equipment I needed but they are saying I'm still in contact. I waited weeks for a technician to come and when he didn't, I went with another company. Now, I have to pay monthly for a "monitoring " service for them to monitor equipment I don't even have. They are stealing money from me at this point and threatening to ruin my credit if I don't continue to pay them. They breached the contract but are not willing to release me from it. Horrible business.Business Response
Date: 02/13/2023
February 13, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19363418
Complainant: ******************************************************
Vivint Account #: *******
Date of Agreement: April 24, 2013
To Whom It May ***************** have reviewed the information provided by ***************************************** and appreciate the opportunity to respond.
In her complaint, ***************************************** states that in January 2021 she deferred payments until she could move into her new home. ***************************************** states that when it came to having the new equipment installed the technician showed up missing half of the equipment and paperwork with incorrect pricing. She states the technician left and told her that someone would contact her to rescheduled. ***************************************** states that no one called within two (2) weeks so she contacted Vivint and requested cancellation. ***************************************** states that Vivint requested that she email the Notice of Cancellation which he states she did. She states that Vivint has continued to bill her. ***************************************** states that Vivint told her that she extended her contract verbally. ***************************************** desires a refund.
A Vivint representative has attempted to contact ***************************************** via email in efforts to resolve this matter. Vivint has provided cancellation of the monitoring contract and a refund of $151.59.
Vivints records indicate that ***************************************** signed a Purchase and Services Agreement (Agreement) on April 24, 2013. Records indicate that January 9, 2023 ***************************************** contacted Vivint notifying them that the account should have been cancelled November 4, 2022 when the Notice of Cancellation was sent. Records show that January 23, 2023 the cancellation was denied due to the contract being verbally extended accepting a lower rate and equipment credit. February 8, 2023 records show that the customer moved and the requested equipment was never installed. Cancellation was provided and a refund provided.
With the information provided Vivint has processed cancellation and a refund. ***************************************** has no further obligation to Vivint and 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
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