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.
- 2,801 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:01/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am wanting to cancel my contract with vivint. I started my contract on August 30th 2021. My husband is in the military and we are relocating to on post house and will we no longer need their services. I cannot get anyone to cancel this service and end my contract. I have been scammed by this company for too long.
Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18704772
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 30, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she would like to cancel the account. She states that her husband is in the military, and they are relocating and will no longer need the service. ****************** desires cancellation.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and its associated fees. ****************** will remain responsible for the remaining Equipment Line of Credit and its associated fees.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on August 30, 2021. Records show that the term listed on the agreement is for sixty (60) months. Records indicate that ****************** contacted Vivint on January 9, 2023 requesting cancellation of the agreement. According to Vivint policy ****************** does not qualify for special cancellation of this account due to military orders. Policy shows that Vivint will cancel a Service agreement for active duty or reserve military personnel who are being deployed for six (6) months or longer, received PCS orders, are medically discharged, or enter retirement for twenty years or more. Vivint will cancel the service agreement upon receipt of a copy of official orders.
With the listed information above, Vivint offers cancellation of the remaining monitoring contract and its associated fees, upon receipt that the Equipment Line of Credit has been paid in full. ****************** 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 LegalCustomer Answer
Date: 01/17/2023
Complaint: 18704772
I am rejecting this response because:
Sincerely,
*******************************We are relocating to on post housing and will be unable to continue services with vivint. I cannot pay for something that I am unable to use. That is wasting my money. I believe the remaining balance is around $1,700 which is absurd for equipment that does not work half of the time and it is also an unreasonable amount to pay out on a service I can no longer use.
Business Response
Date: 01/24/2023
January 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18704772
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 30, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her rebuttal, ****************** states that she is moving to on post housing and will be unable to continue Vivint services. She states she cannot pay for something she can not use. She states that $1700 is absurd to pay for equipment she can no longer use.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of the remaining monitoring contract and its associated fees. ****************** will remain responsible for the remaining Equipment Line of Credit and its associated fees.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on August 30, 2021. Records show that the term listed on the agreement is for sixty (60) months. Records indicate that ****************** took part in an audio and video recorded Pre-Installation Survey. In this Survey ****************** acknowledges and agrees to the Line of Credit with Citizens One. ****************** also is shown agreeing to the sixty (60) month term and the two separate payments for both Citizens one and Vivint. Records indicate that ****************** contacted Vivint on January 9, 2023 requesting cancellation of the agreement. According to Vivint policy ****************** does not qualify for special cancellation of this account due to military orders. Policy shows that Vivint will cancel a Service agreement for active duty or reserve military personnel who are being deployed for six (6) months or longer, received PCS orders, are medically discharged, or enter retirement for twenty years or more. Vivint will cancel the service agreement upon receipt of a copy of official orders.
With the listed information above, Vivint offers cancellation of the remaining monitoring contract and its associated fees, upon receipt that the Equipment Line of Credit has been paid in full. ****************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date: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.
I am being charged for monthly recording on a camera that does not record and is under warranty. It has been replaced twice with the same camera and continues to have the same problem so I requested a different model maybe they are using refurbished or old cameras that the software no longer supports. I contacted Vivint and there solution was to replace it again with the same camera, buy a new camera, or do a four year contract to get a new camera. I was told they would take the $5 monitoring fee off and they did not. I was told I would have to pay $45 to have a technician come out again for the third time if they sent a technician out. Then I received an email saying my month to month contract was converted to a 48 month contract. I called and advised Vivint that I didn't authorize that and was told it did not happen so I said cancel the service. I call back again to cancel and was told I would be charged an early cancellation fee because the rep accidentally agreed to the contract and I have to wait until they remove it off my account. I was told to call back next week to see if they removed the contract and try to cancel then.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18704266
Complainant: *************************
Vivint Account #: *******
Date of Agreement: December 4, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she is paying for a camera that does not work. She stated the camera has been replaced twice, however, is still having the same issue. ************** states she received an email stating her contract was extended (48) months without her knowledge. At that point she requested to have her account cancelled and was informed she would need to pay an early termination fee. The contract would need to be removed before she would be able to cancel without penalty. ************** desires to have contract cancelled
A Vivint representative attempted to reach out to ************** regarding this matter via email. Vivint agrees to process cancellation of the monitoring service effective January 17, 2023.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on December 4, 2019. ************** was on a Month-to-Month billing with no contract due to paying in full all equipment purchased. ************** called Vivint, December 30, 2022, regarding a possible upgrade, however, did not agree to the upgrade which would have extended her contract by (48) months.
To resolve this matter, Vivint agrees to process cancellation of the monitoring service contract effective January 17, 2023. ************** 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 LegalInitial Complaint
Date:01/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
August 17, 2022 I was approached by *********************, a representative of Vivint Home Security. I listened to him talk about their home security and thought I would like to try it. On August 18, 2022 **** called me to see how we liked the system. I told him we did not like it and would like to return it and be refunded the amount they took out of my account. He said it was too late. I could not get him to listen, it had only been less than ******************************************************* I can't return it. I tried numerous times to cancel through Vivint headquarters. They would answer, put me on hold, I'd wait an hour, they would come back put me on hold again. This went on for hours and for many days. I have friends that used to work for Vivint that tried to get this cancelled. They didn't even have any luck. They just kept putting them on hold also. This went on for four weeks. Vivint set up my account through Fortiva and I called my bank to have them not send any money through to these people. They have been blocked by my bank and those people will not stop harassing me. The system never worked correctly. If someone came to my home, the camera would send a message to me to long after that person had already left my home. Please help me get out of this nightmare.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18702897
Complainant: *****************
Vivint Account #:*******
Date of Agreement: 8/17/2022
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ explains that she is dissatisfied with the equipment. *********** requests that Vivint cancel her account.
At this time, Vivint is willing to cancel ************** account upon receipt of the equipment.A representative has contacted her via email to schedule a system removal appointment.
Vivints records indicate that prior to the installation of any equipment, ************ completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ************ completed the required Pre-Installation Survey on August 17, 2022.
During the recorded Pre-Installation Survey, ************ represented that she understood and agreed to the initial term of 60 months. She also represented that she would pay a monthly services fee of $61.47,plus any applicable taxes, during that term. Further, ************ represented that these terms were clearly outlined on the Agreement and that Vivints representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on NAMEs representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Despite this information, Vivint agrees to the resolution above.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Dec 15 2022 , I agreed upon Vivint Security System from a Sales Rep named ***** he stated he lived in **. He didnt fully give details with the agreement on what and how much it would be. I was unaware of it being a credit line. With that being said it took a 100pts away from my score. Disappointed is an understatement. I asked him would it affect he ensured that it wouldnt. When I told him I didnt even want it, he assisted on me getting it. I chance my luck with him saying I had 30 days to cancel from the day I agreed upon. I have been going back n forth with different reps on the phone for two weeks now. And no one could get a hold of him to clarify his word. This is an unlawful act of untruth. I dont want it dont no more and Vivint saying they cannot do anything about it.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18702656
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: December 16, 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 agrees to a full cancellation of her monitoring service, a full refund of payments, and a full refund of the Fortiva line of credit. ************** 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:01/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Freedom Forever(FF) was partnered w/ *************(AS), ************************************** We purchased a package w/ solar, smart home install, ring ******* ******************************** roof guarantee, panel upgrade, EV Chgr, locked 1.9% interest, no bill till we were complete & guaranteed to install right #panels needed to offset electric bill for 20yrs & told if we got electric bill they would pay it & fix the problem. We started getting auto deduction from (M) before the contacts stated date. Also, it was 5 months before things were complete. When (V) installed the thermostat they did it wrong. We had to hire an hvac company to fix it & wait for reimbursement. They misrepresented what came in package deal & what it was compatible w/. (FF) did not send us our solar tax form. ************** started leaking, & (FF) refused to fix. (FF) claimed it was from cracked tile observed during pre install inspection. I requested proof & questioned why they did not tell us about it & proceeded to install solar with existing damage, they did not answer. They sent an assumed doctered photo to back up their claim. We went up on roof to view the tile shown in their blurry, long range undated photo. There was no crack. They failed inspection once before passing & failed to do correct panel upgrade. They were missing parts of EV charger & failed to install it or document it properly & had to file for 2nd permit further prolonging process. After power company approved & switch was flipped it still did not work (FF) came back out to fix .They did a 2k cash back deal tacked on to our loan & promised to pay w/in 2wks of completion but didn't document it. We had to fight to get it & wait longer. They didn't estimate the right # of panels to offset electric bill. I was clear about making sure it would offset bill due to inground ************* upgrade plans. W/o adding upgrades we now have an electric bill & solar panel loan bill. The 2 add up to more than we paid for electric w/o solar install.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18702718
Complainant: *********************
Vivint Account #: *******
Date of Agreement: November 11, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she purchased solar and security in a bundle. She states that she was given a 10 year roof guarantee, panel upgrade, ** charger, locked 1.9% interest rate and no bill until the installation was complete. She states that she was told that the right number of panels would be installed to offset the electric bill for 20 years. She states she was told that if she received an electric bill it would be paid for and the problem would be resolved. ************* states that she started getting charged from Mosaic 5 months before installation was complete and before the contract start date. ************** states that When Vivint installed the thermostat is was done wrong, and that she had to hire an **** company to resolve the issue and wait for reimbursement from Vivint. She states that Freedom Forever did not send the solar tac form. ************* states that her roof and ceiling started leaking and Freedom Forever refused to fix it. Stating they claimed it was a crack that was observed in the pre installation inspection. ************** states that they sent an assumed doctored photo to back up their claim. She states when she checked her roof there was no crack. ************** states part of the ** charger was missing and they failed to document it properly. ************** states that once the power company turned on the system it did not work. ************** states the wrong number of panels were estimated to offset the electric bill. She states she has received an electric bill and a solar panel loan bill. ************** desires to be upgraded to what she was promised.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers to make sure that all issues are resolved with the Vivint security system. ************** must work with Freedom Forever to resolve the remaining concerns in this complaint as Vivint is only the seller of the solar system Freedom Forever is who the system and maintenance lies with.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on November 11, 2021. Records show that December 2, 2022 ************** contacted Vivint regarding thermostat issues and a home damage claim was created. Records show that December 7, 2022 the home damage claim was closed and the issue resolved with a payment being sent to the customer for the **** reimbursement.
With the listed information above, Vivint would like to work with ************** to verify all Vivint security issues have been resolved. ************** 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 LegalCustomer Answer
Date: 01/23/2023
Complaint: 18702718
I am rejecting this response because: I acknowledge that your company did pay the cost of the repair. However, I should not have had to go without a thermostat for an extended period of time, it should not have been my responsibility to find a contractor, take time off work to be here for that contractor, pay that contractor and then submit proof of cost and wait for Vivint to reimburse me. Furthermore, after the contractor we had to hire installed the thermostat neither he nor us knew how to get the newly installed thermostat to communicate with the hub and had to spend hours researching and calling around to get assistance to make the two Vivint products work. Which leads to the fact that due to the failed thermostat install by Vivint we were never shown how to work or utilize our new system to its fullest capacity.While it is most likely Freedom Forevers responsibility, part of the complaint is that we were told by our sales Rep with Freedom Forever that we were getting a different system with more cameras and equipment than we actually received. We were also made to believe that the system would communicate with ***** which was not true.
Sincerely,
*********************Business Response
Date: 01/24/2023
January 24, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18702718
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: November 11, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her rebuttal, ************** states that Vivint did pay the cost and repair for the thermostat issue, she still should have not had to go without a thermostat. She states that due to the failed thermostat she was unable to be shown hoe to work or utilize the system to its fullest capacity. ************** also states that the sales representative with Freedom Forever told her that she would be getting a different system with mor cameras and equipment than they actually received and that ***** was supposed to communicate with the system.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers to make sure that all issues are resolved with the Vivint security system including system education. ************** must work with Freedom Forever to resolve the remaining concerns in this complaint as Vivint is only the seller of the solar system Freedom Forever is who the system and maintenance lies with.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on November 11, 2021. Records also show that ************** signed a Schedule of Equipment and Services approving what equipment was to be installed before and after the installation. Records show that December 2, 2022 ************** contacted Vivint regarding thermostat issues and a home damage claim was created. Records show that December 7, 2022 the home damage claim was closed and the issue resolved with a payment being sent to the customer for the **** reimbursement.
With the listed information above, Vivint would like to work with ************** to verify all Vivint security issues have been resolved. ************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:01/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am coming to you after several futile attempts to have vivint home security stop charging me for an account I canceled and for security equipment I returned. Since at least July 2022, I have been charged for a security service I successfully canceled after I filed my initial BBB complaint in August of 2022. After several attempts to have Vivint confirm to the bank loan provider *************** that I have indeed returned the equipment (see screenshot from Vivint representative here(uploaded attachment will also be provided): **************************** ), I am now coming to you because I am still being charged for services I canceled months ago and for equipment I already returned. In the end, I would simply like the charges to stop and to receive a refund for all payments made as of the date of my cancellation.Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18702070
Complainant: Rukayatu Tijani
Vivint Account #:*******
Date of Agreement: 8/19/2021
To Whom It May ***************** have reviewed the information provided by Rukayatu Tijani and appreciate the opportunity to respond.
In the complaint, ***************************** explains that their account was cancelled in August of 2022 as requested, however, the line of credit has remained active. Rukayatu Tijani requests the line of credit to be cancelled and refunded back to August of 2022.
Vivint has cancelled Rukayatu ******* line of credit. The cancellation will be backdated to August 2022 so a refund will be received for all monies paid since August of 2022.
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:01/07/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I get junk mail, and calls from Vivint alarm. They will not stop the calls and mail. Yesterday I talked to ************************ and ****. First of all I am in a contract with Titan, I can no get another service, and the Reps say "we do not buy out", I responded stop the mail and calls. I got for answer, "is there anything else I can do for You" The mail, email, and phones calls must STOP. The sales department "this is **********",Business Response
Date: 01/17/2023
January 17, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18701062
Complainant: *********************;
Vivint Account #: N/A
Date of Agreement: N/A
To Whom It May *********************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In his complaint, ************** states that he has been receiving unwanted emails and calls from Vivint. ************** requests that Vivint stop all solicitations.
**************** request has been reported to the appropriate management, and Vivint will remove the given email address and phone number any solicitation list.
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:01/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My contract with Vivint expired 8/15/22. I cancelled service 10/18/22. I am still being bank drafted by Vivint for $43.81. I was told they would pro-rate my account starting 10/18. I cancelled for POOR CUSTOMER SERVICE. The tech forgot that he was scheduled to see me. I could not update my service or get help with the equipment.Business Response
Date: 01/13/2023
January 13, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18699394
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 7/24/2013
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he requested cancellation in October 2022, however, his account has continued to be charged. **************** requests a refund.
At this time, Vivint has agreed to refund $131.43 which **************** will receive within **** business days.
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:01/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I cancelled and paid off my Vivint contract and service in May 2021. As of December 2022 Vivint has automatically deducted money from my account and in January as well as if my service has been reactivated. I called the customer loyalty department *************** no one will let me speak to a manager and they continue to say its escalated up to the higher *** so I can get my money back because it does show my service as being cancelled in 2021. Im getting connected everytime I call to an department overseas and they have no clue what they are doing. It appears that Vivint reactivated my account without my permission to take money from my banking account .Business Response
Date: 01/13/2023
January 13, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18698090
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 30, 2019
To Whom It May *************** style="-webkit-font-smoothing: antialiased; box-sizing: border-box;">I 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 fully cancelled her account and refunded all payments made after her buyout was paid. ****************** 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:01/06/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Signed up for Vivint when we lived in ******** ****. Then we sold the house and moved and we took the cameras with us. The cameras were never installed. This was partly my fault. The complaint arises when trying to cancel. I first call Vivent and they say they will not cancel unless i pay off my citizens account. Then i pay it off and call back to cancel then they say i need it in writing. I then get on vivent chat and write them to cancel my account. Then they say i have to call. Then i call and i'm first sent to the customer loyalty department even though i selected the cancel menu option. Then they transfer me to another department who then says they need it in writing. Finally i was able to get the email info on how to cancel. I guess the main complaint is Vivint makes it impossible to cancel an account.Business Response
Date: 01/13/2023
January 13, 2023
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18697064
Complainant: *******************
Vivint Account #: *******
Date of Agreement: June 21, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining term of the monitoring service contract and refund any payments from December 6, 2022, forward. ************** 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
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