Complaints

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

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• 

  Vivint Smart Home

  3401 N Ashton Blvd Lehi, UT 84043-5307

  
• 

  Vivint Smart Home

  4931 N 300 W Provo, UT 84604-5816

  
• 

  Vivint Smart Home

  1800 W Ashton Blvd Lehi, UT 84043-5490

  
• 

  Vivint Smart Home

  1394 Ety Shops Way NW Lancaster, OH 43130

• 

  Vivint Louisiana, LLC

  1701 Old Minden Rd STE 32 Bossier City, LA 71111

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/17/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for security services and was told by the technician who did my installation that because I owned all of my equipment I could cancel my services at anytime. After 1 year I decided that we weren't using the system and I cancelled. I spoke to them and everything was handled, or so I thought. Five months down the road, my financial account was deducted for 5 individual transactions on the same day. When I called and spoke to *************************, badge # *****, I was told that I could not cancel and that they could deduct my financial institution at any time because I had signed a contract. I explained to him that I had cancelled my services and he looked it up and verified that I had but said that they would continue to debit my account until 2026......customer service is an oxymoron with this company and they wouldn't even contact the technician that did my install to see if I was told this. All of their paperwork is electronic and they skipped over tons of it and asked for a signature. ****** learned on my end for believing the technician but I DO NOT want this to happen to anybody else for sure!!!

  

  Business Response

  Date: 01/23/2023

  January 23, 2023
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 18825175
            Complainant: *********************;
            Vivint Account #: *******
            Date of Agreement: December 6, 2021
           
  
  To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond. 
  
  In her complaint, ************** states that she was told by her technician that because she owned her equipment she could cancel at anytime. She states that after a year she decided to cancel and notified Vivint, she states she was told everything was handled. She states that five (5) months later Vivint took five (5) separate transactions from her account. ************** states that she contacted Vivint and was told that she can not cancel due to being in contract. ************** desires a refund. 
  
  A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Vivint monitoring contract and its associated fees effective April 9, 2022. Vivint would provide a refund of all payments made from that date forward. 
  
  Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on December 6, 2021. Records indicate that the term of the Agreement was listed for sixty (60) months. Records show that ************** requested cancellation on April 9, 2022, where she also agreed to a deferment of payments for six (6) months. Records indicate the deferment was then denied due to not being installed over six (6) months. Records indicate that June 23, 2022 ************** told Vivint the account should be cancelled but she was still being charged, stating she was unaware of the five (5) year agreement. Records show that ************** refused to pay anything further and wants a refund of four (4) months. 
  
  With the listed information above Vivint offers to cancel the account effective April 9, 2022 and provide a refund. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
  
   If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  
  Sincerely, 
  
  
  Vivint Legal
  
  

• Initial Complaint

  Date:01/16/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have security system ADT,since 2019, I received a text saying my panel is from 2019 and I'm eligible for an upgrade,since it's not 5g so it isn't communicating. So I assumed it was ADT since they had my information. The salesperson came,I said where is your ADT info.He then explain that ADT sold my information to his company Vivint. That ADT isn't working since I don't have a new panel. Before I knew it he had me signing contracts ,he had me believe I was paying ADT for nothing and Vivint is better. That same day the system was put in . The last thing the salesperson said was call ADT and cancel.The next day I did, but ADT said I would have to pay off my contract. I contacted the salesperson,he said no problem my company will pay off your contract. Well now I'm in two contracts and Vivint is giving me no help and the salesperson is not responding to my texts. I have been on the phone with Vivint trying to cancel, I know I had the 3 day where u can cancel but the salesperson strung me along till it passed 3 days. I have asked to talk to supervisor, they won't come on the phone. I didn't ask for any of this, now I'm in two contracts,I can't afford to pay two security systems. I have a text from that salesperson saying he would take care of it. This company is scamming people and getting away with it. Each day I get the run around,no one is helping me. I just want to cancel Vivint and get my ADT reattached and go back to my life. Please help me

  

  Business Response

  Date: 01/23/2023

  January 23, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 18822658
   Complainant: *******************;
  Vivint Account #: *******
  Date of Agreement: December 28, 2022         
  
  To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
  
  A legal representative from Vivint has recently contacted ************** via phone to resolve 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 Legal

  Customer Answer

  Date: 01/23/2023

   
  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:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In June of 2022 a Vivint rep sold and installed a system at our house late on an evening, then said they would be back the next day to show us how the system worked and would properly set it up. That never happened and the Vivint people never returned. We payed for several months of service trying to figure it out then cancelled payment on our credit card. That being said we paid for something we were never able to use and was lied to from their reps about returning to setup. Now they have turned us over to collectors and will damage our credit. We finally talked to a rep in another country and was told they could not help unless we paid $1600 for back months of services that we quit paying. We said that was not logical to pay for more money for a service that we never were able to use or trained on. When they installed the thermostat on our heat and air system they set it to run Continuously and the condensation flooded and ruined our carpet, so by them not ever showing us how to properly use the equipment we lost out on carpet. We have asked nothing from them but to let us out of the contract and remove us from collections but was told we didnt properly go through their correct cancellation procedures and we needed to pay them more money for any available options. As of January ******************************************************************** system

  

  Business Response

  Date: 01/23/2023

  
  January 23, 2023
  
  
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  
  
  RE:   Consumer Complaint Case #: 18821432
            Complainant: Strike Hill 
            Vivint Account #: *******
            Date of Agreement: May 13, 2022
           
  
  To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond. 
  
  In his complaint, ************ states that his system was installed and the technician told him that he would be back the next day to educated him on the system and make sure it was set up properly. He states that the technician never returned. ************ states that he has been paying for something he was never able to use. He states that he has now been turned over to collections. ************ also states that the thermostat was installed, and the **** system ran continuously and the condensation ruined the carpet. ************ states that because he was never shown how to use the system, he lost his carpet. ************ states he wants out of the contract and Vivint refuses. ************ desires correction to a credit report and a billing adjustment. 
  
  A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint offers to remove the account from collections, waive all associated fees and to keep the account closed. ************ will remain responsible for the Equipment Line of Credit and is associated fees. 
  
  Vivints records indicate that ************ signed a Purchase and Services Agreement (Agreement) on May 13, 2022. Records indicate that ************ took part in an audio and video recorded Pre-Installation Survey. In this Survey ************ is shown acknowledging and agreeing to the Citizens line of credit. The survey also shows ************ agreed to the two (2) monthly payments of Vivint and Citizens bank.   Records indicate that December 29, 2022 the account was written off for Non-Payment in the amount of $298.02. January 16, 2023 records show that ************ requested cancellation of the account and was educated that the account had been written off, he refused to pay for the amount due stating the system never worked. There are no records showing that ************ ever reported any issues with the system. 
  
  With the listed information, Vivint offers to remove the Vivint account from collection and waive 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 Legal
  
  

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A sales person came by our house when we first moved in and sold us on a subscription to their home security system, his explanation was that they would come install everything and we would use it for a monthly fee. He also expressed that if we were ever needed to cancel, there would be no problem canceling and returning the equipment and that would be the end of it. Come to find out, we are now moving and theres no possible way to use the system with no WiFi or cell service (both unavailable where we are moving) so we try to call and cancel as we were told we could do. They said we could not cancel without a pretty ***** of a fee as well as paying off a loan of which we were not aware of when signing up for the system (it was not told to us that the system was on a separate third party loan we had to find out the hard way). It has been a real headache and hassle these last couple months trying to fix the situation and get all the equipment returned as we were told that we could. After being on the phone for multiple hours and the customer service reps being rude and purposely transferring us around to dead lines and lines that transferred us again we are feeling pretty hopeless at this time. We would just like to be able to give the stuff back and be cleared of that debt and relived of the monthly payments.

  

  Business Response

  Date: 01/23/2023

  1/23/2023
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 18820464
             Complainant: ***************************
             Vivint Account #:*******
             Date of Agreement: 8/6/2022
  
  
  
  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 loan upon receipt of the equipment. A system removal appointment has been scheduled after which his account and loan will be cancelled.  ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.    
  
  
  Sincerely,
  
  Vivint Legal
  
  
  

  Customer Answer

  Date: 01/23/2023

   
  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:01/16/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August/September of 2022, after 2 years of service, I called Vivint to add on additional service. We had a home addition and wanted an additional camera as well as carbon/smoke detector added to the service. During my call, the sales rep stated that my equipment would be added to my existing equipment loan payment. Since I was not going to pay out of pocket at that time, i agreed to move forward with the installation. About a month after installation, i received my monthly bill which included the full equipment charge. I contacted customer service and they agreed that it shouldn't be there and that they would get it added to the equipment loan. another ***** days later, and my bill comes again with the equipment on there. I call again and receive the same information: "It shouldn't be there, and I'll take care of it". This same process continued for 4 months in a row until in January 2023, they cancelled my service for non-payment and sent me to collections! I have spoken with several customer representatives, and one supervisor, who all insist that it is still being reviewed by some other group and they are pending a response before anything changes. In the mean time, we have no service, and now have a creditor contacting us for payment!

  

  Business Response

  Date: 01/23/2023

  January 23, 2023
  
  Better Business Bureau of ****
  3703 ********
  **************, **** 84129
  
  RE:   Consumer Complaint Case #: 18820452
   Complainant: *****************************;
  Vivint Account #: *******
  Date of Agreement: September 2, 2020         
  
  To Whom It May ***************** have reviewed the information provided by ************************************* and appreciate the opportunity to respond.
  
  In his complaint, ********************** explains that he upgraded his equipment with the understanding that it would be added to his existing loan. He further explains that he was billed upfront for the newly added equipment and is now cancelled and sent to collections due to non-payment. ********************** desires a payment plan for his equipment and reinstatement of his Vivint account.
  
  At this time, Vivint agrees to set up a payment plan for ********************** and reinstate his Vivint account.  A legal representative from Vivint has attempted to contact ********************** via email and phone to go over his payment options. ********************** may contact ********************************** / ************) directly if he has any further questions or concerns regarding this matter.  
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
  
  Sincerely, 
  
  Vivint Legal
  
  

• Initial Complaint

  Date:01/16/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was cancelling my services with this company until they agreed to upgrade my equipment for free. AFTER I PAID OFF MY EQUIPMENT, I was told they no longer serviced the equipment I bought from them and would not send a technician out to fix my equipment. I was calling to cancel my services since they want to be so terrible. They were supposed to waive the fee involved with installing the new equipment. They have a recorded phone call where I specifically asked if I would be charged anything and that my bill would not change. They lied, had the tech come out and install the equipment, THEN they charged my credit card I had on file without even asking me! The tech (*****) also said I wasn't being charged but here we are. He did not collect payment from me that day. This company literally stole money from my account without permission. I do not agree to the charges. I was told I would be receiving a refund for the money they took from my account without permission and I still have not received the refund. Every time I call, I get hung up on after being transferred to several different people. The last time I called, I was transferred to EIGHT different people before finally being hung up on for no reason. I was stolen from and I want this resolved. I'm tired of these companies taken advantage of their customers. I will not stand for it anymore.

  

  Business Response

  Date: 01/23/2023

  January 23, 2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 18820324
             Complainant: *********************
             Vivint Account #: *******
             Date of Agreement: May 27, 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 proceed with providing a refund in the amount of $136.74 for the upgrade installation fee charged. **************** 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

  Customer Answer

  Date: 01/23/2023

   
  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:01/16/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had Vivent for over 15 years. It seems as every time you call them they **** you into another 5year contract! I called back in 2021 and was told that I could cancel at ANYTIME there would be no hassle. We are now requesting to have our services ended and they are trying to get us for another 2 years. They are stating we have equipment that we do not have.

  

  Business Response

  Date: 01/23/2023

  January 23, 2023 
  
  
  Better Business Bureau of **** 
  3703 ******** 
  **************, **** 84129 
   
  RE:    Consumer Complaint Case #: 18819803 
             Complainant: ************************;
             Vivint Account #: ******* 
             Date of Agreement: November 16, 2019 
  
  
  
  To Whom It May *********************** have reviewed the information provided byAmanda ****** 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 waive the remaining 22 months of her contract upon receipt of her written notice of cancellation. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.  
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal. 
  
  
  Sincerely,  
  Vivint Legal 

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My experience has been ******, to say the least. There is always an issue with my account. And then they expect you to be on the line for hours on end to get s*** squared away. Apparently, one of my locations is deactivated again. But if my accounts are on auto-pay how can that be? Last time I had this issue 6 months ago. I was on the phone for over 4 hours. I had to take a day off work to fix an issue that was created by Vivint. After dealing with a bunch of smart-ass victims, finally, one individual stood and guided me all the way through the process of getting it squared away. I wish I could remember her name. The reality is my experience here is been so bad and I deeply regret switching over. And I thought ADT was screwed up, Vivint wins hands down. The service is obsolete, it takes way too long to get s*** done. The app freezes constantly. I cant view my locations when I want to because it's constantly freezing through the mobile app... I can keep going on and on. But there's no point. A company rep or manager rep, will just give another ******** excuse of apology, but not fix anything at all... I want out of my contract, they have not lived up to their terms of service. I dont understand how this company is still in business with how shady their practices are! They need to cancel my contract and let me go... you can look in my account and look at all the notes. Trust there will be pages and pages worth!

  

  Business Response

  Date: 01/20/2023

  January 20, 2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 18815349
             Complainant: ***************************
             Vivint Account #: *******
             Date of Agreement: July 13, 2019
  
  
  
  To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
  
  A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remainder of the monitor service contract for ************************************************ effective January 20, 2023, however, ******************** will remain responsible for the Citizens equipment loan.  Vivint also offers to cancel the remainder of the monitoring service contract and forgive the remainder of the equipment loan with Vivint effective January 20, 2023, for the service location of ***************************************************************. ******************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.    
  
  
  Sincerely,
  
  Vivint Legal

• Initial Complaint

  Date:01/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We got Vivint back four years ago, and we have had a terrible experience. Our doorbell camera does not work and it hasnt worked for a long time. Weve called multiple times even this year to have someone come out to fix it from Vivint, but they are unwilling to come out and fix it for us. All we see is a black and purple screen when ********** up, we cant see anything. Vivint wont fix it for us, or theyll want to charge us a ton of money. Our outdoor camera also will not record when there is movement out front. It only works like half the time. Weve called about this too lately but vivint wont come out to fix it. Were paying way too much money every month for an alarm that will not work, and that we cant have fixed. We still owe about $500 to cancel for monitoring and also even extra for the equipment, we just want out of the contract and we dont want to pay for this anymore. We wouldnt recommend Vivint for anyone!

  

  Business Response

  Date: 01/20/2023

  Tell us why here...
  January 20, 2023
  
  
  
  Better Business Bureau of ****
  *************************************************************** 84129
  
  
  RE:    Consumer Complaint Case #: 18814410
             Complainant: ***********************
             Vivint Account #:*******
             Date of Agreement: 12/14/2019
  
  
  
  To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
  
  In his complaint, ****************** explains that he is dissatisfied with the equipment and requests that his account be cancelled without penalty.
  
  At this time, Vivint is willing to cancel Mr. ******** account without penalty.
  
  Previously,****************** was told he needed to send Vivint a written Notice of Cancelation and following the 30-day period, his account would be cancelled. Vivint has waived this requirement. ****************** has no further obligation to Vivint.
  
  If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.    
  
  
  Sincerely,
  
  Vivint Legal
  
  
  

• Initial Complaint

  Date:01/14/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We inherited the Vivint system form the previous tenant out of courtesy. I made sure that the contract I sign was for one year. They confirmed. I have the paperwork to prove it. When we moved out, months before I submitted multiple requests to cancel my account and all services. They said they got it, but never got back to me. I called and emailed several times for months to try to cancel my account. They said they got my request, but they never got back to me. I have the receipts to prove it.
  Despite my multiple attempts to cancel the services and delete my account, they continue to bill me and are sending debt collectors after me now. Please stop billing me for a services that I do not use and have tried to cancel multiple times.

  

  Business Response

  Date: 01/18/2023

  January 18, 2023
  
  
  
  Better Business Bureau of Utah
  **** * **** *
  Salt Lake City, Utah 84129
  
  
  RE:    Consumer Complaint Case #: ********
             Complainant: ******* **
             Vivint Account #: *******
             Date of Agreement: June 10, 2021
  
  
  
  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 remove the
  account from collections and waive the associated fees with no penalty. Mr. ** may contact Vivint’s representative
  directly if he has any questions or concerns regarding this matter.
  
  If you have further questions or concerns regarding this response,
  please respond to either our mailing address: **** ***** *** ****, Provo, Utah
  84604, or fax number: ###-###-####, attention Department 160 – Legal.    
  
  
  Sincerely,
  
  Vivint Legal

  Customer Answer

  Date: 01/20/2023

  
  
  Better Business Bureau:

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Vivint has confirmed that my account is now cancelled and I do not have to take any further action.
  

   

  The debt collecting agency, however, is still reaching out to me. I understand that Vivint has stated that they have notified the debt collecting agency already, and any further issues should be directed towards the debt collecting company itself.

  
  
  
  
  Sincerely,
  
  
  
  ******* **