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:02/07/2023
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.
I signed up with Vivint on December 7, 2022. Originally I had ADT as my security provider. When the salesperson came to my house I was told that ALL of the equipment I had from ADT would be compatible with Vivint and that they would contact ADT to cancel my subscription with them. Well, since December 7, 2022 the panel that was installed constantly loses connection because it is "loose". Also, I was told that the sensors from ADT (door lock and fire alarms) would be added to the system, but never were. After hours on the phone, I was informed that my sensors were in fact not compatible with the Vivint system and I would have to get new ones through the company if I wanted them. I was also informed that I am apparently in a 5 year contract with Vivint, when I was explicitly told I was in a 1 year contract. I am completely disgusted with the lies that I was told by this company.
Business Response
Date: 02/15/2023
February 15, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19347611
Complainant: *******************;
Vivint Account #: *******
Date of Agreement: December 7, 2022
To Whom It May *********************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In her complaint, **************** states that she signed up with Vivint on 12/7/22. She was told that all of her equipment would be compatible and that Vivint would cancel ADT. She has since been told that her door locks and fire detectors are not compatible. She was also told by the sales representative that she had a 1-year contract, but was later told that it was a 5-year contract.
Vivint offers to send a technician to have Ms. ******* ADT equipment integrated into her panel. If it is not compatible, Vivint will replace the door lock, smoke detector and door sensors for free.
Vivints records indicate that **************** signed a 60 month Purchase and Service Agreement on 12/7/22. It states that the account may be cancelled without penalty during the the right of rescission which ends at midnight of the third business day. After the third day, the contract is in effect until the end of the initial 60 month term.
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:02/07/2023
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.
On January 16th 2023, I spoke with a representative, *************************. She spoke to me about several different products that came with a package with Vivint. She informed me by switching to Vivint that the hole that was left in my wall, she will have fixed. I wound up having to find someone to fix the hole. The agent did reimburse me for the payment. After speaking with ******, she told me that I have 3 days to cancel service from the date that the technician came to install the final products. She also told me that I would receive a $1000 dollar gift card to pay off ADT and she would pay the rest of the balance. On January 18th, 2023, the technician, ******, came back to install the final products. On January 20th 2023, I called Vivint to cancel my service but was not able to reach anyone. I called several times after that. I text ****** on January 26th, 2023 because I was not able to reach anyone on the customer service line. I reached out to ****** and she stated that she would reach out to customer service for me. On January 29th, 2023, ****** let me know that she was unable to get a response and to call customer service on my own the next day, which was Monday, January 30th, 2023. This time I just pressed a random number on the call line to try to get anyone on the phone, because when I called previously I just was sent from one teleprompter to another if I used the cancelation prompt. I spoke with a representative who was unable to complete the cancelation and said she would send me to a manager. I spoke with the manager ******. ****** stated that there was nothing she could do other than remove some of the devices, which would leave me still having to pay a little over $3,000 dollars. I told ****** that was unacceptable considering that I called to cancel but was not able to speak with a representative. I asked to speak to her manager and she stated that someone would call me within 72 hours but I have not received a call.Business Response
Date: 02/14/2023
2/14/2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19346133
Complainant: *******************************
Vivint Account #:*******
Date of Agreement: 1/16/2023
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 her account and refund her upon receipt of the equipment. Vivint is in the process of scheduling a system removal appointment with ********************. ******************** 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
Tell ** why here...Customer Answer
Date: 02/18/2023
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. A Vivint technician came today (February 18, 2023) and removed all equipment. A Vivint representative stated that I will be refunded once they have received their equipment for all payments I have made.
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.
I bought new equipment for the Vivint system I already had in place. The first technician came out (who was a contracted technician through Vivint. I asked for the new cameras to be centered on the house. He only installed one new camera that wasn't even centered on the house. He moved another camera that I asked to moved but he put it half on half off the siding. He then stated he can't install the rest of the cameras, and left. A second technician came out an actual Vivint technician. Again I asked for the cameras to be centered on the house. He stated he can not go into the attic and will just install them where he can. Well he installed one camera half behind a shed half not. He then screwed into my drywall just using screws no plastic anchor to protect the drywall. After this I called Vivint and was able to get approval for returning all the new equipment and canceling their service. They have had the equipment returned to them. I have proof because of the tracking label. I have even called them and they stated they have everything, but they call everyday harassing us for a payment of ******** which was the coast of the equipment we have returned to them and they have received it.Business Response
Date: 02/13/2023
February 13, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19346382
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: May 8, 2021
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
A Vivint representative has reached out to ************ and a resolution has been agreed upon. At this time, Vivint has agreed to reverse the equipment charges and cancellation of the remaining monitoring contract and waive its associated fees with no penalty. ************ 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:02/06/2023
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 signed up for Vivant in June 2019. I was told my equipment was FREE, they would install it, and then I signed up to agreement of payment monthly. They however DID NOT disclose to me I was 1. Signing up for a loan 2. That I was signing a contract to agree upon a 60 month deal I would LITERALLY be unable to get out of without paying a ridiculous amount of money. I was not given a copy of my contract or even see an itemized list of what I would paying/will be paying. Here I am 3 years and 9 months later still trying to get out of this contract. I have made multiple calls to Vivant representatives over the course of this time to resolve my issues and cancel. I have been transferred from one person to the next each phone call with no resolution, waited hours and hours to speak with a supervisor whom I have never actually spoken to due to being hung up each time for no reason whatsoever, and continued to pay hundreds and thousands of dollars on time as a loyal customer to just be given the run around and lack of reprieve from my relationship with them. Upon telling them I CANNOT afford their service multiple times with no solution, they have now told me I owe $335 for the remainder of my equipment and an additional $372(50% of total owed for services) cancellation fee. This is a total of $708 for me to be done with Vivant. I have paid over $3000 to this company, been treated terribly as a customer, and trapped within a 5 year/60 months contract with NO REASONABLE SOLUTIONS TO MY ISSUE. I am tired of being taken advantage of by this company who is SCAMMING people by unethically manipulating people into unknown contracts without disclosing what they are actually signing up for. DO NOT GET THIS SERVICE. YOU WILL BE SORRY.Business Response
Date: 02/13/2023
February 13, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 193449913
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 7, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that her equipment was to be free. **************** states she was not aware of any contracts for the equipment or services. **************** states that she has made several attempts to cancel her service and return the equipment. **************** desires cancel her monitoring service contract, return the equipment and to be refunded for money paid.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, Vivint offers to cancel the remainder of the monitoring service contract, however, **************** would remain responsible for the balance of the equipment loan with Citizens.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on June 7, 2019. **************** called Vivint on January 20, 2021 looking to cancel as she was no longer able to afford the service. March 16, 2021, **************** again called to say she was unable to afford the service and was provided COVID assistance with the past due monitoring fees. Vivint sent **************** a copy of her Agreement on February 3, 2023.
To resolve this matter, Vivint offers 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 LegalInitial Complaint
Date:02/06/2023
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 a 5 year agreement with Vivint, paused service for 2 months while I moved, I was charged for installation which was paid for, and was never told an extension was included. Called prior to completion of original 5 years and was informed I signed for an additional 33 months of service which I never discussed or agreed to. I was distracted in the middle of a move and was taken advantage of. Now dealing with customer service has been a NIGHTMARE. I never faulted or missed a payment on my original contract.Business Response
Date: 02/13/2023
February 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 19343687
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: 9/15/17
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, **************** account has been cancelled. No further assistance is needed. ************** 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:02/06/2023
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 for 32 months. I brought Vivint to my new home in 2021 and the installation was fault. Two exterior cameras have not worked in over a year. I have contacted Vivint about this multiple times to no avail. Prior technicians have come out to "test" the equipment and they have blamed the breaker. It was brought to my attention that these technicians are not allowed to make these claims per ******** electrical code as they are not certified electrcians. I have contacted multiple electricians to test the outlet in question. They have determined the outlet is in fact fully functional and the equipment was installed incorrectly. Vivint has horrible ratings everywhere. Please be wary of using them.Business Response
Date: 02/13/2023
February 13, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19343291
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: September 27, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that when he moved his installation was faulty, He states that the two (2) exterior cameras have not worked in over a year. ****************** states that he has contacted Vivint multiple times to resolve the issues with no resolution. He states he has been told the outlet is faulty and he has had electricians tell him the outlets are fine. ****************** desires a refund.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and its associated fees as well as a refund of $190 for nineteen (19) months that the cameras were not working. ****************** will remain responsible for the remaining Equipment Line of Credit and its associated fees.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on September 27, 2019. Records indicate that ****************** reported the cameras were not working on August 5, 2021 and ended the chat. September 1, 2021 ****************** again reported an issue with the cameras and requested a technician. Records indicate that November 30, 2021 it was reported that the cameras kept tripping the **** outlets. ****************** stated that he had two (2) electricians out that said the cameras were the issue. Records show that June 24, 2023 ****************** requested cancellation of the account due to the ongoing camera issues.
With the information listed above Vivint offers cancellation of the remaining monitoring contract and its associated fees. ****************** 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:02/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Account number ******* Purchased 9/19/2022 Dispute: THEFT, Signed docs. under false premises From the start, both indoor cameras malfunctioned to include not recording at all when standing in front of the camera physically. Calls where made monthly beginning in September as I was concerned due to the cameras not working as advertised and not picking up motion which concerned me as an ******************* member. Each concern brought to the company concluded with the panel needing updates (a total of three times). There were spans of hours of no activity reported yet my husband, myself and dog roamed my 1100sq.ft home with only the camera's recording one 20 second clip only when the front door alarm is triggered rule. Jan 4 2023, as I am visiting family in *****, I receive a notification stating access was gained to my home, my concerns for the malfunctioning cameras finally came true and I was the victim of a burglary. My husbands $5K wedding ring was stolen. Both cameras instantly recorded a 20 second clip due to the rule created to record when the front door is open and no more activity was recorded. I am now unable to put a face to the thief who was in my home for over 2 minutes with only one clip. I made notification 13 Jan that I wanted to cancel my contract due to theft. I was told I could not cancel my contract or return the equipment "due to the cameras being last year", and I would have to pay for the cameras to which I said no as the cameras do not function properly. Speaking with the theft department and after an unsuccessful 18 Jan technician visit, it was determined the cameras malfunctioned and the claim was paid under FALSE premises. I requested multiple times how to terminate the equipment bill and was told I must contact Citizens however I have learned that information is false as the cameras were a purchase and must be credited to Citizens by Vivint. Customer support falsified information and I request the full Citizens loan credit.Business Response
Date: 02/13/2023
February 13, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19342287
Complainant: ******* Simon
Vivint Account #: *******
Date of Agreement: September 19, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she signed the documents under false premises. She states that two (2) indoor cameras malfunctioned. ************** states that she began calling Vivint in September regarding the camera issues and has received no resolution. She states that January 4, 2023 she was not home and a burglary took place. ************** states that the cameras only recorded due to a rule that was created other than that no clips were recorded. ************** states that she requested cancellation January 13, 2023 due to the theft. She states that Vivint told her she was unable to cancel due to the system being over a year old. ************** states that it was determined that the cameras did malfunction, and the claim was paid under false premise. ************** desires a refund and to be contacted by Vivint.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and its associated fees without penalty. However, ************** will remain responsible for the remaining Equipment Line of Credit and its associated fees.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on September 19, 2022. Records indicate that ************** reported issues with the indoor cameras not receiving notifications on October 18, 2022 which show to have been resolved on that day. Records show that January 11, 2023 ************** made a cancellation request due to a burglary where the cameras did not function properly. Records show that ************** refused a technician to inspect the equipment. Records indicate that January 24, 2023 a claim was created to recover some of the loss during the burglary. Records show that January 31, 2023 the claim was approved and $2000 was the agreed upon settlement. Records show that February 7, 2023 ************** contacted Vivint stating that the information on the claim was false and the settlement was supposed to go directly toward the Equipment Line of Credit. Vivint is unable to credit directly to that account and ************** must use the $2000 settlement to pay of the Equipment Line of Credit so the account can be closed.
With the information listed, Vivint offers cancellation of the remaining monitoring contract and its associated fees. Ms. ***************** 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:02/06/2023
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.
Tried to discontinue service with Vivint several times. First time told it would take 30 days. Kept receiving increased bills and equipment had been disconnected. Called several more times. Finally told had to be in writing. When I asked why I hadn't been told that before the answer was only collections knows that. Told them that was unacceptable and i would not pay. Believe this is unethical and just a way to keep getting money.Business Response
Date: 02/13/2023
February 13, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 19342582
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 23, 2015
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he has attempted to cancel his monitoring service several times. ************** states that he has continued to receive bills from Vivint. ************** desires to have his service cancelled and collections removed from his credit report.
A Vivint representative has attempted to reach out to ************** regarding this matter via email. After reviewing the account, Vivint agrees to remove the collections from Mr. ****** credit report. Vivint has already cancelled the monitoring service.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on June 23, 2023. ************** called Vivint on November 2, 2021, wanting to know if he had an Agreement. ************** was informed his account was month-to-month and the equipment is his to do what he wants with. November 21, 2021, ************** called with questions about cancelling his service.
To resolve this matter, Vivint agrees to the resolution as stated above. ************** may contact Vivints representative with any questions 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:02/06/2023
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.
On about may 23rd 2019 we disconnected simply safe security from our home and business in ********* **********. Vivint was knocking on doors in sunnyside and we liked what we saw even though they cost more. We signed up both places and paid for the equipment op front. We were told there was no contract. We had told the sales rep we would not accept a term contract at all. He said no problem , there would be no contract.After a year or two , we closed our business and closed that Vivint account with no problem. Last august 18th of 2022 we moved and I called and closed the Vivint account on our residence. I followed their instructions to close. Since then we had two cards from them saying we owed monthly payments. I called both times and they told me I had a contract. I said no we dont. Then they said said we had a contract on the equipment. Both times we called their bank and they and I were told twice that we had paid the equipment in full. The representatives then said their is no contract so the account is closed. Fast forward to january of 2023. Another letter saying we owed Vivint money. On the 31st they went into my bank and took $368 for the last 6months of service. Once again I called Vivint customer care and talked to ******. This time she sent over a copy of a term contract that was odviously not my signature and so small you can tell it was photo shopped on this bogus contract. ****** said she was going to do some research and get back to me. I have not had any contact from her since. I contacted the fraud department at my bank and had the $368 reversed back to me. On the 28th of this month I have a meeting with a lawyer and his handwriting expert. I know that Vivints next move will be to send this fraudulent contract to collection. My thought is they must pay their salesmen a bonus for term contracts. ThanksBusiness Response
Date: 02/13/2023
February 13, 2023
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 19341725
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: May 23, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** via phone to resolve her concerns. **************** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/06/2023
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 2021, I mailed a Notice of Cancellation of service due to moving and was told it was received. Then in 2022 I noticed we were still being charged for the service. I called and was told it was never received but that the account would be closed. I sent a new Notice of Cancellation via fax to them in October 2022 because the charges had not stopped. I was told the account would be closed on November 29, 2022. In December 2022, I was still being charged so I called and they said they were working on finishing the cancellation. In January 2023, I was still being charged, so I called on January 11 and was told my account was not closed due to there being cancellation fees I needed to pay. I informed them this was the first time I was being told of the fees and they stated would waive them (This conversation is noted on my Vivint account). I get charged for the service in January and then on February 2, 2023, Vivint pulled $99.41 from my account without permission. I called today, February 6, 2023 and was told that the account was never submitted to be closed. It has been two years of trying to close this account. In the last 4 months I have contacted Vivint at least once a month in regards to the account closure and have been told 3 out of the 4 months that the account would be closed within 30 days.Business Response
Date: 02/15/2023
Tell us why here...
February 13, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint
Case #: ********
Complainant: ******
******
Vivint Account #:
*******
Date of
Agreement: 12/19/2018
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 requested cancellation in October
of 2022, however, her account has continued to be charged.
Ms.
******’s account has been approved for cancellation. Ms. ******’s account
cancellation will be backdated to November of 2022 and she will receive her
refund within 10 business days. If Ms. ****** has any questions, she may
contact the representative who has contacted her via email.
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
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