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.
- 2,798 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/11/2023
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 had vivint security system at our old house in ********** **. We purchased our new construction house in March 2022 in ******* before finalizing I called Vivint to inform them we were in the process of moving to a new house and how would they like us to proceed with the security equipment that we still had a loan on. Per Vivent employee he was told to leave the security system with the house ********** ** at our new location vivint would come out and install a new security system with move credits. It has been less than a few months in since we have moved and we have contacted vivint over 5 times and they refuse to rectify the error that was made by one of their own employee. They told us we shouldn't have left the any equipment at the old house. Finally we have reached an agreement out and purchased a new screen monitor for security system installed at the new house and again it's been about six months and we don't have a new system working like they promised. This company has broken their contract over and over again and will not honor anything they stated like service repairs. Called for service they keep trying to bully us into a $49.00 service call to have a teck come out and insisting that its not a brand new build. They don't keep any of the real notes we talk about only what is convenient to them as documentation. It is not our fault the company doesn't train their employees properly and they made a mistake on their end but now they still want us to pay them for something they installed. Absolutely horrific and they should be looked into. False alarms going off and having Police dispatched to house is unacceptable when its a sensor magnet to door that keeps falling off. Cannot seem to get a cooperate or escalated phone call up chain of command. Would like for there cooperate office to handle this situation with me personally. I am not available Sun, Mon or Tuesdays on any week do to my job.Thank You in advance
Business Response
Date: 01/18/2023
January 18. 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18720434
Complainant: ***** and *********************
Vivint Account #: *******
Date of Agreement: April 11, 2022
To Whom It May ***************** have reviewed the information provided by Ms. and ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. and ************** and a resolution has been agreed upon. At this time, Vivint has agreed to schedule a Smart Home Professional to complete a full system check and replace any equipment deemed necessary at no cost. Ms. and ************** may contact Vivints representative directly if they have 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:01/10/2023
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 September 23rd I called to add equipment to my viviant smart home system that I've had over 4 year's. I digitally singed a contract for financing on the equipment for $12 a month added to my monthly bill. The install was October 11th. September I get a notice from my bank that ******* tried to draw $751 from my account. I called and was told my financing was denied. No phone call or email before installation. I have been trying now for over 2 month's to get it resolved, now they say it's past 3 day's and I can't return the equipment, even though the person I spoke to last week offered that option. I asked to speak to a supervisor and was on hold for over an hour, and finally hung up. I just want them to get the equipment and cancel the remaining 6 month's on my contract so I can switch to ADT.Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18718617
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: August 29, 2018To 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 without 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:01/10/2023
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 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. Just 3 months ago we bought a new dryer and had a gas leak and carbon monoxide ran throughout the house for 3 days and our carbon monoxide detector didnt work at all and me and my pets eventually got sick from it and had to evacuate the house. The outdoor cameras always get set off by nothing and its annoying. 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 a lot 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 any of this anymore. We wouldnt recommend Vivint for anyone ever!Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18717463
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 5, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she is dissatisfied with the equipment and service. **************** desires to have her monitoring contract cancelled without penalty.
A Vivint representative has attempted to reach out to **************** regarding this matter via email. After reviewing the account, Vivint agrees to schedule a Smart Home Professional to complete a full system check and replace any equipment deemed necessary at no cost to ***************** Vivint is not able to cancel the monitoring service contact at this time.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on July 5, 2021. **************** provided feedback to Vivint on August 6, 2021, regarding the mobile app. Vivint made several attempts to reach out to **************** via phone and email between August 6 August 9, 2023, regarding her feedback. September 6, 2022, Vivint attempted to reach **************** via phone and email regarding issues she was having with her cameras,however, had no success in reaching her nor received any response.
To resolve this matter, Vivint agrees to schedule a Smart Home Professional to complete a full system check and replace any equipment deemed necessary at no cost to ************************************************* may contact Vivints representative to schedule the Smart Home Professional and with any further 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:01/10/2023
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 contacted vivint several times the last time today 1/10/22 I spoke with three reps and was hung up on. My account was canceled well at least I thought it was due to me being charged fraudulently. I was charged for things I didnt agree to and they took out a line for fortiva. The last rep I spoke to said that I was in collections. I spoke to a rep about a month ago who said that my account was canceled and that I someone would come out to get the security system so that the credit could be given to Fortiva, none of this has yet to happen. Im very frustrated with Vivint it is a total scam. I will be contacting my lawyer to assist in getting this issue resolved.Business Response
Date: 01/18/2023
January 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18717428
Complainant: Nneke Slade
Vivint Account #: *******
Date of Agreement: April 22, 2022
To Whom It May *********************** have reviewed the information provided by Nneke ***** and appreciate the opportunity to respond.
In her complaint, ************** states that she was unaware of her line of credit with ******* and that Vivint promised her cancelation, but her account is now in collections. She further states that she was told a month ago that Vivint would pull the equipment and refund the line of credit but it has not happened.
After reviewing the account, Vivint offers to remove Ms. ****** account from collections and waive the contract buyout. ************** will remain responsible for the equipment line of credit.
Vivints records indicate that ************* signed a 60-month Purchase and Service agreement on 4/27/22. On that same day ************** took the install survey with audio and video recording. ************** answered yes to understanding that she had a Fortiva loan, that she was aware that she would be billed by both ******* and Vivint, and understood that she could cancel within 3 days without penalty. Vivints records further indicate that ************** did not make any attempt to contact Vivint about the issue until 10/25/22, 2 months after the account was written off due to nonpayment on 8/30/22.
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:01/10/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have had vivint service since March of 21. To say I'm dissatisfied is an understatement. My driveway camera has been a source of constant problems. In the last 6 months it's stopped working. The WiFi bridge was replaced to fix the first problem but now the whole camera is said to be out. It requires a vivint technician to come out to replace or repair. When I called vivint they had one appointment which I am not available for this month. They now gave me scheduled for March which is outrageous. They gave me a month service free thinking that just solves the problem . I am without a security feature I bought and paid that was given a lifetime replacement. I will never ever choice this company once I move from this home. They have sent police after I canceled an alarm 30 seconds after activation. To that statement I should say sent police 3 hours after said alarm.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18715553
Complainant: ***************************************
Vivint Account #: *******
Date of Agreement: March 24, 2020
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 a recurring credit in the amount of $32.14 for six months of the monitoring service. Vivint was also able to have a Smart Home Professional scheduled for February 2, 2023. ******************** 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 LegalCustomer Answer
Date: 01/17/2023
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:01/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In December 2022, I requested my services be terminated on a month-to-month service with Vivint because the system does not work. Finally got someone to answer and requested the cancelation. I received a notice that indicated that Vivint was attempting to charge me again even though the next payment, if I had kept the service, would have been due on 1/28. This company has been harassing me to renew my contract and peddling "we can offer you this fee for this amount of time" and I just want to end my services with this company. Thankfully, my card had expired because they were attempting to collect money 2 weeks earlier than what it would have been due. This company is using annoying and harassing tactics to delay the cancellation of their service in my home. I no longer want their services and I have asked and provided the request in writing as required. I just want to close the account with them and stop getting marketing phone calls that violate my privacy and peace. There is no button to select cancel services on line anymore and you have to call the company and when I refused their offers, the clerk became more abrasive. I attempted to fix a problem with the company for more than two months now. I am not protected and I just want them to honor my request just as I have paid my bill faithfully and on time every month. The tactic they are using holds the customer hostage if you don't renew with them and I do have a copy of the emails to include the email that let me know they were trying to take my money earlier than it would have been due. This company is violating my rights as a consumer to terminate their services as I am on a month-to-month payment. It has been 2 weeks now and they are cyberbullying me as a customer because I do not want their services and it is causing me distress because now they are threatening my credit. This is cyberbullying and no business should be allowed to do this.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18712843
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: August 13, 2020
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 service and waive the buyout fee. ****************** 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 LegalInitial Complaint
Date:01/09/2023
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.
Dates: 10/21/22 (2 request made) 10/31/22 (1) 01/09/23 (2)$221.32 September thru present. I have repeatedly as instructed by Vivint written cancelation request notes. This company will not cancel myaccount. They continue to charge me monthly bills. I am not under contract with them in any way. Service #******* ***************************** *******************************************************************. ************.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18711192
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: November 18, 2017
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she has made two requests to have her service cancelled. She states is no longer is in a contract and is still being charged. ***************** desires to have her service cancelled and payments refunded.
A Vivint representative attempted to reach out to ****************** regarding this matter via email. Vivint agrees to cancel the remaining term of ****************** monitoring service contract and refund any payment from June 10, 2022, forward.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on November 18, 2017. ****************** contacted Vivint on June 9, 2022,wanting to cancel, it was determined her equipment loan had been paid in full and ****************** made a payment in the amount of $154.41 for a 50% buyout of her remaining contract.
To resolve this matter, Vivint agrees to process cancellation of the monitoring service contract and a refund of payment effective June 10, 2022, forward. ***************** Agreement has been cancelled and she has no further obligation to Vivint. Her refund of $66.91 will be sent back to the card on file. ****************** may contact Vivints representative regarding this matter 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 LegalCustomer Answer
Date: 01/17/2023
Complaint: 18711192
I am rejecting this response because:
The total amount I am owed is $276.65. Which is $154.41 this amount was the 50% buyout amount. $122.24 over charged amount.
Sincerely,
***************************Business Response
Date: 01/23/2023
January 23, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18711192
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: November 8, 2017
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 provided a total refund in the amount of $272.96. ****************** 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: 01/23/2023
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:01/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I want to cancel service and I am under no contract. They refuse to cancel my service and pay a fee of remaining equipment. I recently had a fire an the alarm sysyem didnt go off. I dont want to pay service that does not work.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18709448
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: July 2, 2019
To Whom It May ***************** have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that she wants to cancel her services as she had a recent fire, and the alarm did not go off. She further explains that her services are not being cancelled unless she pays off the remaining balance of the equipment.
A legal representative from Vivint has attempted to contact ********************** via email and phone to resolve her concerns.
Vivints record indicates that a technician was sent to ************************ home on January 17, 2023, to assist with her equipment concerns. ********************** may contact ********************************** / ************) directly if she still desires cancellation or 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:01/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I jumped through all of the hoops to cancel Vivint and they decided to reactivate my account (without contacting me) and start charging me again. I leased a home where I had the vivint service, I paid off the equipment loan and paid out the rest of my contract. My landlord sold the home in 2020, and the charges started reappearing in 2023. I have in writing (email) from Vivint stating that my account is cancelled on 11/23/2020 but they charged me $41.06 January 2023. I called to resolve the issue and they said there must have been a glitch, but they won't refund the amount. This company is such a scam!Address: ***************************************************************************************************Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18709241
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 6/6/2018
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 refund ********************** her payment of $41.06 which she should receive within **** business days.Additionally, Vivint has cancelled Ms. ********** account. ********************** 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: 02/21/2023
I filed a complaint in Jan 2023 about how Vivint keeps charging me even though they say my account was cancelled in Nov 2020. The legal rep called me in January in reference to my complaint and said I would be refunded, and my account was definitely cancelled now. I received the refund but now I am being charged again for February. This is such a scam!!!!!!!!!!!Business Response
Date: 02/28/2023
February 28, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18709241
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 6/6/2018
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
Vivints records show that Ms. ********** account has not been charged since January 17, 2023. ********************** may send a copy of her bank statement to ****************************** if she believes she was charged in February.
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:01/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On June 24, ***** we purchase home security system from Vivint. The rep told me I had to set up with a bank card to do a draft but I can change to direct payment at any time. I said okay. After the first draft, I called Vivint and requested to be removed from bank draft and to have hard copy bills mailed to my home. If someone would take the opportunity to review my account they would be able to verify the numerous call I have made to Vivint, concerning receiving hard copy bill to my home and the contact made by a Vivint rep concerning the censors, So on Nov 29, realizing that I was not receiving a hard copy bill, I called Vivint to make a payment with my debit card(42.14). I was never ask if I wanted my card to stay on file for future payments. I never gave any permission to use my card for additional payments. I have read my contract and this illegal process is not covered. On Dec. 13 Vivint submitted three payments on my card for a total of ****** without my knowledge or permission. On Dec. 19 I attempted to talk with Vivint concerning the illegal activities they had completed with my debit card. I explained I had no problem paying my bill but I need the company to refund the unauthorized fund they obtain under illicit business activity. Vivint **** ***** refused to refund my money unless I placed a card on file for future payments. Again this is another condition tat is not listed in my contract. On Jan. 4, someone from your legal **** called and again stated they would not refund my money. Where is the integrity of your company? Your own legal failed to addressed that the $****** was obtained under illicit business activity. I had already requested that my account be removed from bank draft and never gave anyone authorization to use my debit card for additional payments or to keep it on file. Your company has attempted to change to terms of our contract to justify your illegal activity.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18706504
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: June 24, 2022
To Whom It May ***************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
In her complaint, ******************** explains that she was charged three times via her debut card without authorization. ******************** desires a refund of $307.74.
Vivints record indicates that no refund is warranted at this time.
Vivints records show that ******************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $39.99, and total equipment fee of $3,156.46, plus applicable taxes during that term.
Vivints record indicates that on August 24, 2022, ******************** purchased two motion sensors at $214.00 and was not charged at that time. She further did not pay two months of services until December 12, 2022, when she was charged for the sensors and 2 months of service via her debit card on file.
Vivint agrees to the above resolution. ********************** card is no longer on file, and she will be sent her invoice monthly via mail.
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: 01/17/2023
Complaint: 18706504
I am rejecting this response because: When I called to make a payment with my debit card on Dec. 29, Vivint was not given permission to keep my bank card on file and to use it for other transactions. When I signed my contract I gave Vivint permission to do bank draft. I later called and request to stop draft and be placed on direct billing. For reasons previously stated my card should have never been placed on file or used. The contract I signed with Vivint did not give them permission to keep my card on file.
Sincerely,
***************************
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