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
- 8,062 total complaints in the last 3 years.
- 2,794 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:01/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We are paying on a service we no longer need,we moved and vivant stated we still need to pay. I don't understand why? We no longer live at the address we had service at.
Business Response
Date: 01/20/2023
January 20, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18811782
Complainant: *******************
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A representative from Vivint has contacted ************** via email for additional information. Vivint does not know the address of the location ************** is referring to.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/07/2024
I had discontinue service with this company in 2022 we live at ************************************************************. We told Vivint that we no longer needed service. We pay for all the equipment. and to this day we are still being billed for services we no longer need. *********** Service Number is *******. I want full refund from the day we were told it was closed and we were bill today. Unbelievable. We had to call more than 4 times to resolve this issuesBusiness Response
Date: 02/13/2024
2/13/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 18811782
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 6/24/2013
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ****** account and refund the two payments that were paid after the Notice of Cancellation was received. A refund of $113.04 within **** business days. ************** 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 LegalCustomer Answer
Date: 02/14/2024
Complaint: 18811782
I am rejecting this response because:
Sincerely,
*******************Customer Answer
Date: 02/14/2024
We want a refund dated back from September 2023..Vivint was notify several time about wanting to conceal and we kept getting the run around..we are a retired USN member..Vivint try asking us to let other people use our services so we wouldn't turn the service off...SHAME ON THEM...Business Response
Date: 02/20/2024
2/20/2024
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 18811782
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 6/24/2013
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
As stated in Ms. ****** System Purchase and Services Agreement (Agreement), a 30-day written Notice of Cancellation is required prior to the cancellation of an account. *********************** records show that Vivint received Ms. ****** Notice of Cancellation on December 8, 2023. Despite Ms. ****** account being under a verbal extension, Vivint has cancelled the account early and refunded two months of service in the amount of $113.04.Additional refunds are not warranted.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/21/2024
Complaint: 18811782
I am rejecting this response because:
Sincerely,
*******************Customer Answer
Date: 02/22/2024
We have Tru to discontinue this service when we moved in 2021..we kept getting the round around. I not understanding the reason...if they look at the history the can see.Customer Answer
Date: 02/23/2024
Vivant has been aware of ** trying to have this service disconnected..they need to look at they records..on each time we calledInitial Complaint
Date:01/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company continuously overcharges me by not notifying me that they have not taken payment out for two to three months, despite my account having been on autopay since the onset of my service with them, and then will randomly notify me that my account is past due and charge me for those months plus a late fee. They’ve done this more than once. The initial time it happened, I spoke with their billing department and customer loyalty department, both of which assured me that they would not do it again, however, they did it again. As stated, my account is on autopay, money has been in my account as proven by my bank statements, so the fault is on them, yet they did not take accountability or provide an explanation as to why this problem keeps occurring on their end. I wasn’t even notified I wasn’t billed for either of those months, until they hit me with the late fee three months after they didn’t take payment from my auto-payment account. Evident in showing that they’re doing this to overcharge me and put extra money in their pockets.
When I called about the matter, they did not have an explanation as to why their system is doing this and left me without any clarity or trust in them as a company.
They’re extremely shady and greedy. I not even able or allowed to cancel their service as a result of their poor business etiquette and malpractice. I want a refund on my card not a credit to my account.Business Response
Date: 01/20/2023
January 20, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: *******
Date of Agreement: November 13, 2021
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 apply credit to help her bring her account current and give 1 month free to make sure her billing is without issues. 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 LegalInitial Complaint
Date:01/13/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We have been loyal customers with vivint for 8 years. We purchased a duplex in Texas and then moved to South Carolina and kept service with Vivint for all 3 residences. In 2020 we sold out home in South carolina and moved back to our duplex in Texas. We informed them and after MUCH difficulty was informed that the account would be canceled. We continued paying for two accounts for a few months and to pur surprised received a letter in the mail for pending disconnection and a balanced owed?! After speaking with and being hung up 3 time with customer service (loyalty department) over 5 total hours we found our our account was transferred and we had 2 accounts under the same address with the same payment method! HOW!? We've paid 3 accounts for almost 2 years while only utilizing service for 2 accounts. And they acknowledged the issue (and their responsibility) but have not rectified with a refund and we STILL have 3 accounts.
We cannot wait to get this resolved so that we can find a security service that honors its customers with at least ACCEPTABLE service and has systems in place that will prevent multiple accounts to be assigned to one location. Lawyers might have to be called in order to be taken seriously. They owe over $2000.Business Response
Date: 01/20/2023
January 20, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *******
Vivint Account #: *******
Date of Agreement: November 19, 2021
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 Mr. ******* and a resolution has been agreed upon. At this time, Vivint has already refunded the overpayment of $2336.14. Mr ******* 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 LegalInitial Complaint
Date:01/13/2023
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 purchased a vivint home system in 2019 at ********************************************************************. I was told it was easy to transfer upon the sale of the home. I decided to sell my home in 2022 and advertised it having a vivint system. The new home owners were excited. I paid off the equipment and followed all the transfer instructions. I was told that everything was good for the transfer in September of 2022. Every month since I have received a bill and every month I called and they stated that it was a mistake and there was no money due. This month, January 2023, I called, I owed $257+ with late fees. I was transfered 4 times just to be told that even though the new owners set up a new account and are using the system I am still liable and paying for monitoring on the same system. They claimed it was not a double account and are fine with me having access to cameras in someone else's home. I followed all the instructions of the transfer, the new owners are paying for the account and 5 months later I'm told I owe the late fees and a $500 contract buy out.Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18809237
Complainant: *************************
Vivint Account #: *******
Date of Agreement: September 26,2019
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 account effective September 19, 2022 and provide a refund from that date forward. ****************** 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 LegalCustomer Answer
Date: 01/18/2023
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.
Sincerely,
*************************Initial Complaint
Date:01/13/2023
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 13th 2023 I had a false fire alarm from a smoke detector that does not even have batteries in it. I tried calling vivint to see what the problem is. I requested to speak with a supervisor and was hung up on 3 times and left on infinite hold twice. This is the worst customer service experience I've ever experienced. I requested corporate phone numbers and they refused to provide me with the information.Business Response
Date: 01/19/2023
January 19, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18809011
Complainant: ***************
Vivint Account #:*******
Date of Agreement: 8/4/2022
To Whom It May ***************** have reviewed the information provided by *************** and appreciate the opportunity to respond.
In the complaint, it is explained that there is an issue with the smoke detector.The customer requests a repair.
*********************** records indicate that a technician was sent to the home on January 14, 2023. A representative from Vivint has contacted the customer via email to follow up with the appointment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/19/2023
Complaint: 18809011
I am rejecting this response because:
The problem has not been corrected. I wasn't complaining about the smoke detector situation. My complaint is about ONE of the cameras dinging every 1-3 minutes from 1:30am until 5:30am and the lack of quality customer service pertaining to this issue. Instead of coming to see if the equipment is faulty I was advised to turn all the settings down to the bare minimum. If there's only ONE camera is having continuous false alarms and the other is not evidently there's a problem somewhere.
Sincerely,
***************Business Response
Date: 01/26/2023
January 26, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18809011
Complainant: ***************
Vivint Account #:*******
Date of Agreement: 8/4/2022
To Whom It May ***************** have reviewed the information provided by *************** and appreciate the opportunity to respond.
At this time, Vivint is willing to send a technician to inspect the camera and replace it if needed at no cost. Additionally, Vivint has added a 3-month credit to the account. The customer may contact the representative who has contacted them via email to schedule an appointment.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/25/2023
I have been having problems with vivint since day 1. Poor to no service even though bill is being paid for every month. I keep getting billed for something that they waived the fees on. My service has not been working properly for over a week now. I can't get any help from vivint, I've been hung up on numerous times. This is the worst home security company around.Business Response
Date: 10/02/2023
10/2/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 18809011
Complainant: ***************
Vivint Account #: *******
Date of Agreement: 8/4/2022
To Whom It May ***************** have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
A representative has contacted Ms. **** via email to schedule a technician for the equipment repair. Vivint also contacted Ms. **** to fix her issues with her billing.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/04/2023
Complaint: 18809011
I am rejecting this response because: I responded to the email that was sent. I have not heard anything back. I do not want a technician to come out and be charged for the visit. That's part of the reason why I'm complaining. The service department said that they were waiving the fees, which reflects in the notes of our file but yet and still I am still being charged every month. Every time I open the app or look at the panel I'm being told account is past due even though the monotoring bill is being paid.
Sincerely,
***************Business Response
Date: 10/09/2023
Tell us why here...10/8/2023
Better Business Bureau of ****
**** ********
*************** **** 84129
RE: Consumer Complaint Case #: 18809011
Complainant: ***************
Vivint Account #: *******
Date of Agreement: 8/4/2022
To Whom It May ***************** have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.
To assist Ms. ***** Vivint has waived the balance on the account, cancelled the account and fully refunded the account and line of credit.
If you have further questions or concerns regarding this response,please respond to either our mailing address: ************************************************************** or fax number: *************** attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/12/2023
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:01/13/2023
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.
Ive been doing business with this security company for 5yrs.but for the last 4mos my payments having been recieved by them my Bank has gotten the cashed checks back but they say they havent recieved pymnt..another thing the company name has changed n also the *** that they charge from *****a month to *****,*** tried talking to n manager but they keep me on hold at least 25min.. I would like some resolution please!!Business Response
Date: 01/19/2023
January 19, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18807098
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 28, 2017
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that payments have been made via check and her bank has received the cashed checks back, however, Vivint claims the payments were not received. ******************** desires to have the payments applied and her billing corrected.
A Vivint representative has attempted to reach out to ******************** regarding this matter via email. After reviewing the account, Vivint agrees to provide ******************** a fresh start by applying a three-month credit in the amount of $151.98.
Vivints records indicate that ******************** signed a Purchase and Service Agreement (Agreement) on September 28, 2017. ******************** contacted Vivint on several occasions to resolve the billing issue. ******************* was asked to provide proof of the payments; however, they were not received.
To resolve this matter, Vivint agrees to provide ******************** a fresh start by applying a three-month credit in the amount of $151.98. ******************** may contact Vivints representative with any questions or concerns she may have 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:01/12/2023
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've been with Vivint for a long time I was a valuable customer and I called on October the 12th to cancel my alarm system. Vivint been give me the run around since I told them I don't need their service anymore in October. I asked for a cancellation they filled out one on November 9th, *********************************** I talked to one of Vivint worker they said my cancellation went through they said I didn't owe them anything but $65.97 I said okay then I send it to my new provider so they can pay it off for me. But Vivint will not give me my Agreement and Termination paper so I can send to my new provider. I got a email from Vivint said that they uncancellation my request . Because they said I'm still under contract with them I told don't have a contract with them because my equipment is paid in fully and all I was paying for was the service. I asked for a cancellation 5 time an asked for the automated voice to hear it. They told me that they will get back with me in 3 months I called back at the first of the year to ask for the automate voice hear they ack like they don't know what I was talking about . I talk to another Vivint work his name was ***** no December,21,2022 and his ID number is this ca-*********. All I want Vivint to do please cancel my account out and my balance make zero please. Give me my Agreement and Termination paper.Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18726683
Complainant: ************************************
Vivint Account #: *******
Date of Agreement: October 14, 2016
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In her complaint, ************************* states that she called October 12, 2022 to cancel her service. She contacted Vivint again, was informed her service had been cancelled, she just owed $65.67. ************************* stated later she received an email saying her cancellation did not take place since she was still in contract. ************************* desires have her monitor service contract cancelled with no further obligation.
A Vivint representative has attempted to reach out to ************************* regarding this matter via email. After reviewing the account, Vivint agrees to proceed with cancellation of the remainder of the monitoring service contract and a refund of payment made since November 9, 2022, forward, totaling $66.17.
Vivints records indicate that ************************* signed a Purchase and Service Agreement (Agreement) on October 14, 2016. ************************* called to lower her monthly payments. She was offered a renewal for 48 months, $300.00 equipment discount and $5.00 off her monthly payments. ************************* verbally accepted the offer on November 6, 2020. ************************* called Vivint, November 9, 2022, trying to cancel as she was already with a new service provider. December 9, 2022, ************************ called to confirm her account should be cancelled as she sent in a Notice of Cancellation on November 9, 2022. She did not recall agreeing to extending her term an additional (48)months.
To resolve this matter, Vivint agrees to cancel the remainder of the monitoring service contract and refund any payments made November 9, 2022,forward totaling $66.17. ************************* may contact Vivints representative with any questions or concerns she may have.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/19/2023
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,
*************************-baker Vivint can you please make my account 0 bal. thank youInitial Complaint
Date:01/12/2023
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.
Fulfilled my contract with Vivint Home Security and wanted to cancel my account. They did everything in there power to stop me from canceling even after I told there customer service agent I was no longer wanting or needing there service. I was constantly put on hold and transferred to other departments when I told them I wanted to cancel. Now my account was charged again two weeks after canceling and submitting the proper information they requested to cancel.Business Response
Date: 01/19/2023
Tell us wJanuary 19, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18731432
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 1/12/2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that he requested cancellation, however, his account was charged after sending the request. ************** requests a refund.
Vivints records indicate that ************** was issued a refund of $84.26 on January 17th which he should receive within **** business days. A representative from Vivint has contacted him via email to answer any questions or address any additional concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legalhy here...Initial Complaint
Date:01/12/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I originally contacted by Vivint October 2018( i believe that is the correct year) Per the signed agreement with Vivint, they were supposed buy out out ADT contract( which they never did) I was paying both ADT as well as Vivint for 4 years. I made countless documented phone calls concerning this issue, as well as the Vivint Smart Thermostats not working which they installed in our upstairs. I always received an excuse that no manager was available to speak with me and that they would return my call. That never happened, and they never paid out the contract with ADT. This company breeched the terms in the contract that they signed and initiated. I have the logged calls, as do they, with the comments and concerns with this system, and unethical practices. I have now been contacted by Collections for an $800 bill (balance with upcharges of course) because they breeched the contract, and did not honor their portion of the contract. They are unethical, and in my opinion, attempting to further harm my credit history because they did not honor their contract. I would like for them to own up to their contract and pay the $1800 that I paid to ADT while also paying Vivint monthly until 18 months ago. I would also like to be reimbursed 50% of the total funds that was paid to Vivint as the equipment almost NEVER worked and that is documented as well. I believe that they were deceptive from the moment they signed the contract. I would also like for them to provide the notes and comments to you concerning conversations and calls made to them, by me, as they record ALL calls.Business Response
Date: 01/19/2023
January 19, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18730796
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 15, 2018
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ****************** explains that her buyout with ADT was not paid off by Vivint as promised. She further explains that she made countless calls to Vivint regarding her thermostats and is now being contacted by collections for an $800 bill.
At this time, Vivint agrees to cancel Ms. ******** Agreement and remove her account from collections.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of her Vivint system with an initial term of sixty (60) months. This shows a monthly services fee of $39.99, and total equipment fee of $1,352.49, plus applicable taxes. Vivints records indicates that on August 24, 2020. ****************** was offered 6 months deferment on her services and $400 was issued to her card ending in ****. This offer was given to assist with Ms. ******** ADT contract which she accepted.
Vivints records further show that ****************** stopped making her monthly payments after September 10, 2021. As such, the account was cancelled for non-payment on February 24, 2022, and was transferred to an outside collections agency.
Despite the validity of this debt, Vivint agrees to the above resolution. ****************** has no further obligation to Vivint and will not be contacted further by collections.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 01/19/2023
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:01/12/2023
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.
For the last several months I have been trying to cancel my service. Every time I call to cancel and Im put on eternal hold. I even tried to escalate it one day to a manager to get the subscription cancelled, however, upon being transferred to the manager of that department, I was on hold for over an hour before the line just disconnected. All Im trying to do is cancel the service because it is no longer within my budget. Instead, ** pitched numerous deals to keep me as a customer before being put on hold only to be hung up on or no one ever pick up.Business Response
Date: 01/19/2023
January 19, 2027
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18730753
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: June 21, 2019
To Whom It May *********************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In His complaint, ************************ states that he has been trying to cancel service for several months. He is always put on long holds. Last time he called, he was transferred to a supervisor and sat on hold for an hour before the line was disconnected.
************************ desires to cancel his account due to financial hardship.
Vivint offers to lower monthly bill or Defer payments for up to 12 months or allow early cancellation once he pays off equipment loan and waive early termination buyout fee.
Vivints records indicate that on 6/21/19, ************************ entered into a 60 month contract.
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 Legal
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