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
- 8,041 total complaints in the last 3 years.
- 2,804 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:11/09/2022
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.
Our sales person talked ** into getting this system and did not disclose how much we would be paying for it. They are charging us about $6000 for two cameras, a doorbell camera, 3 glass break sensors, a smoke detector, and the panel. The equipment cost is outrageous! We have tried to get our sales person to call us and he will not, nor have we been able to contact someone in customer service. I feel that nobody wants to talk with me because they know I have a complaint. I feel that I should NOT have to pay this much for the equipment and since they did not tell me up front what the cost would be, I should be released from this contract with no penalties, no termination costs, and no paying the equipment off in full! Since we got the system, I have been able to find all of the products BRAND NEW for less than $1000. The installer did not care how the inside of our house looked after installation, he just wanted it working as fast as possible. VERY poor workmanship!
Business Response
Date: 11/16/2022
November 16, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #:18381156
Complainant: *******************
Vivint Account #: *******
Date of Agreement: July 16, 2022
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
At this time, Vivint agrees to cancel Ms. ******* Agreement and Citizen Pay loan if the equipment is returned.
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 $3,535.96 that was financed through Fortiva, plus applicable taxes during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. **************** may contact ********************************** /************) to schedule a system pull appointment to remove Vivints equipment from her home. Following the retrieval of equipment, Vivint will cancel her Agreement and credit the balance owed on equipment loan to Fortiva.
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:11/09/2022
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 called to request cancellation of my services. After a ridiculous labyrinth of people, I was told I had to write an email to formally cancel. I did so, and I received a reply to my request on 6/28/22. The reply consisted of this: For your reference, your service number is *********
I noticed today (11/9/22) that my checking account has continued to be charged monthly.
I have attempted to use your phone support, but have been placed on silent "brief hold" multiple times for 10+ minutes at a time, and was disconnected.
I need my services cancelled, and I need refunded the last 4 months of charges.
If this is not resolved, my next step will be an FTC complaint. The way Vivint conducts business is flagrantly criminal.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: *** *****
Vivint Account #: *******
Date of Agreement: May 8, 2017
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ***** and a resolution has been agreed upon. At this time, Vivint has cancelled the account and sent a refund of $271.07 on November 9, 2022. Mr. ***** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/14/2022
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:11/09/2022
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 inquired about Vivint security for my Mother. I scheduled an installation and put down a payment. I waslied to and told that a hard credit check was not going to be ran only a soft inquiry. A hard check was run and I immediately received alerts from credit bureaus and monitoring services. I currently am a Vivint customer and was getting service for my Mother in my name at her house. My mother lives there and I was told that I did not have to be there. On November 9, 2022, the date of installation, a tech called confirming and stating I needed to be there. I explained that I am at work and could not be there but my Mom would be. He stated this happens all the time and because I am the account holder, I needed to be there or be on video call. I could not do either.I AM LIVID!!!! My credit was checked under the consumption of a lie and I am not able to get services or my mother. How unprofessional. I am going to cancel my service with Vivint. The company is too unprofessional for me.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18380032
Complainant: *******************************************
Vivint Account #: *******
Date of Agreement: April 26, 2020
To Whom It May ***************** have reviewed the information provided by ****************************** and appreciate the opportunity to respond.
In her complaint, ****************************** states that she signed up for a new account at her mothers house. ****************************** states that a hard credit check was performed and they installation could not take place when she was not there. ****************************** desires a correction to a credit report and a refund.
A Vivint representative has reached out to ****************************** in order to assist. Vivints records show that a refund is being processed to ****************************** and Vivints representative is willing to assist. ****************************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records indicate that ****************************** paid $41.47 for a deposit. Vivints records indicate that the installation did not take place when scheduled as ****************************** was not there.
Vivints representative is willing to assist. ****************************** 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: 11/17/2022
Complaint: 18380032
I am rejecting this response because: This was not the issue at hand. The sales rep lied about my credit check. I also explained that my mother was going to be at the home andI wasn't. He said it will be fine. This was not the case. Bottom line, Vivint needs to make this bad situation, right.
Sincerely,
*******************************************Business Response
Date: 11/21/2022
November 21, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18380032
Complainant: *******************************************
Vivint Account #: *******
Date of Agreement: April 26, 2020
To Whom It May ***************** have reviewed the information provided by ****************************** and appreciate the opportunity to respond.
In her rebuttal, ****************************** states that she was misled regarding the credit check and that her mother could be the person present during the installation.
A Vivint representative has reached out to ****************************** in order to assist. Vivints records show that ****************************** is pending installation for her new account. Vivints records show that a refund has been processed to ******************************. ****************************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records indicate that ****************************** paid $41.47 for a deposit. Vivints records indicate that the installation did not take place when scheduled as ****************************** was not there. Vivints records indicate that ****************************** gave permission for the hard credit check while filling out the vSign paperwork that was sent to her. Vivints records show that Vivint performed a soft credit check during the call, while the hard check was performed following ******************************** paperwork submission.
Vivints representative is willing to assist. ****************************** 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:11/09/2022
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 was solicited by Vivint by telephone for home security monitoring in early December 2021. After a subsequent phone call with a technician, it was determined that the monitoring was not compatible with my current sensors. At that time, I informed the technician that I was not interested in Vivint's services or equipment. I was sent several follow-up emails with a request for signature on a contract that I did not ask for. I did not sign any of the requests for signatures. Vivint has produced a "signed" contract, but it was not signed by me. Vivint then sent equipment to my current address at the time: *****************************************************************, that I did not request or desire. I have disputed every charge made by Vivint on my **************** credit card. The equipment was never installed and no monitoring has occurred. Furthermore, I moved form the residence on April 12, 2022. I made several attempts to contact Vivint, but was unsuccessful.The information per the "contract" produced by Vivint is:Account #: **********;********************** Bundle Fees: $377.71 *************** Fee: $44.99 Monthly network fee: $1.48 Initial term: 36 months Total: $1,789.92 Agreement dated December 10, 2021.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18343412
Complainant: ****************;
Vivint Account #: *******
Date of Agreement: December 13, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that that he was solicited by Vivint on the phone December 2021. He states that after a call with a technician it was determined that the service was not compatible with his current sensors. ****************** states that he decided he was not interested in the service. He states that he wrote several emails with a request for the signature on the contract. He states that Vivint produced a contract that he did not sign. He states that Vivint sent him the equipment that he did not want. He states that he has disputed the charge made to his **************** card. He states that the equipment was never installed and monitoring never took place.
****************** desires termination of the service and to stop being pursued for charges.
A Vivint representative contacted ****************** in efforts to resolve this matter. ****************** stated he has turned this matter over to his attorney and refused to speak on the matter. He requested that Vivint no longer contact him regarding this concern. Vivint has removed the account from collections and waived all associated fees. The account will remain closed.
Vivints records indicate that ****************** electronically signed a Purchase and Services Agreement (Agreement) on December 13, 2022. Records show that March 25, 2022 ****************** contacted Vivint requesting the cancellation of the Agreement and disputing the signature on the Agreement. Records indicate that an investigation was conducted regarding the validation of the signature on the Agreement. April 5, 2022 records indicate that it was determined that the electronic signature was valid and sent to the correct email address of ******************. September 29, 2022 the account was sent to collections for non-payment.
Despite the information listed above Vivint has removed the account from collections and closed the account. Vivint has waived the associated fees. ****************** has no further obligation to Vivint and 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: 11/14/2022
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:11/09/2022
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 ******** trying to call Vivint and let them know what is going on with those camara I have five camara door **** trying to tell them what is wrong only can speak to a supervisor so we taking she about the problem her name was **** she told me she will make sure she takes one month bill off this was in October 12 /22 at 10 ******* number Ca-********* l called back they started hang up phone kept trying to Explain stayef on phone about 3 hour they have not beening sending out bill call them on the 26Each tell me it on the way trying to call this morning about putting stuff on my phone buy this can't take it off called him he said it will take,7Days to remove in The morning I'll called hang up the phone or transfer transfer me to some one else start from the beginning over over againBusiness Response
Date: 11/16/2022
November 16, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18381457
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 9/13/2017
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that she requested cancellation, however,Vivint has informed her that it will take 30 days to cancel her account. ***************** would like the charges on her account waived.
At this time, Vivint has agreed to waive the charges on her account and cancel the account immediately.
However,it should be noted that Vivints records show that ****************** signed a System Purchase and Services Agreement (Agreement) on September 13, 2017 which states that service will continue month to month after the initial term of 60 months, unless cancelled in writing no less than 30 days before the next renewal term. A written notice of cancellation was provided by ****************** on October 2, 2022, and her account was invoiced for the last month of service on October 28, 2022.
Despite the information mentioned, Vivint agrees to the resolution above. ****************** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/08/2022
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.
Vivint Smart Home has charged me 3 months in a row and each month I have called to cancel my account with them and the last 3 months they continue to tell me that the account is closed in which the account is still currently open. I have escalated this to 3 supervisor and no one has done anything to return my money and close this account out.Business Response
Date: 11/15/2022
November 15, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18377559
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 12/6/2019
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that she previously requested cancellation, however, her account has remained active. ********************** is requesting a refund.
At this time, Vivint is willing to cancel ************************ account out of goodwill.
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 December 6, 2019.
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 ************************ representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Due to the information mentioned, a refund is not warranted. However, Vivint agrees to the resolution above. ********************** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/08/2022
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.
A vivint salesperson came to our door and offered us a security system. However, we were in a contract with *** that had many more months. The salesperson told us that Vivint would buy out our contract with ***, which made us open to considering the service.
Things seemed to be going well, we got a giftcard to buy out our contract with *** and were happy with the setup. Our monthly bill was higher than we expected, so when he asked customer service about the bill breakdown, they informed us of a monthly $10 fee for our "*** buyout" that would be present for the duration of our contract (5 years), meaning that we would pay a total of $600 for buying out the previous contract. At no point during the discussion with our salesperson did she mention the $10 fee and it was not anywhere in the contract we signed. This felt like a blatant manipulation, as we would not have even been open to a new service if we knew that our "buyout" was not a true buyout and we would be ultimately paying for over half of it in the form of monthly fees.
When we asked customer service about this, they offered us a 5 dollar credit for our next 6 billing cycles ($30 off the $600 we are being expected to pay). They also said that clause 21 about "pass through charges" for installation in our contract justified the fee, although it is not explicitly stated in that clause or anywhere else in the contract.
If Vivint has a monthly fee for buying out contracts, this should be transparent throughout the sales process and in the contract. We would like a refund or billing credit for the $10 fee we have already paid and we would like for the fee to be removed from future billing cycles.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: *******
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: June 3, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.
In her complaint, Ms. ***** states that Vivint offered to assist with the buyout of her previous provider. Ms. ***** states that a part of the buyout was factored into her monthly rate instead. Ms. ***** states she was not informed of the added monthly rate. Ms. ***** desires a billing adjustment.
A Vivint representative has reached out to Ms. ***** in order to assist. Vivint’s representative is making a billing adjustment to Ms. *****’s account. Ms. ***** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
Vivint’s records show that Mr. ******** signed a Purchase and Services Agreement on June 3, 2022. Vivint’s records show that Mr. ******** agreed to the monthly rate at the time of installation. Vivint’s records indicate that Vivint provided Mr. ******** with a buyout and increased the amount to cover the full payoff of their previous provider. Vivint’s records indicate that Ms. ***** contacted Vivint in November 2022 about the pricing.
Vivint agrees to the above resolution. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/08/2022
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 moved to s different city and were out of contract with Vivint, our home security service. Over a month before we sold our house I reached out to vivint asking them what I needed to do to move my service to our new home and was told that my equipment was out of date and that I needed to buy a new one at over $1600.00 and sign a contract with Vivint again. I declined and asked to cancel the service. We sold our home around mid September and was charged ***** I was charged September 27th anyways. I noticed and called Vivint back and asked why they charged me for a house we don't own and after it was canceled? They told me that they had no record of me canceling the service or moving. I told them that that was an unauthorized charge and to cancel the service again. They told me that only my wife can cancel it because for what ever reason they put the account in her name even though I was the one paying the bill and signed the last couple of contracts, She called them twice while I was in the room and tolled them to cancel as well and they told her it would be candled immediately. Then on 10/26 Vivint charged me ***** again without permission. I called them again and told them that they were not authorized to charge my account. My wife name is not on my account that they were charging. I had to pay my bank to block them from making any more charges to my account. Then Vivint called today stating they had no record of any payments since August and they were going to cancel the service for non payment. I told them that Aug should have been the last payment if they would have canceled when they were told too the first time and sent them the attached bank transections showing the unauthorized payments from Vivint for September and October.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18374992
Complainant: H.***********************
Vivint Account #:*******
Date of Agreement: 1/26/2011
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he requested cancellation of the account in August, however, the account continued to be charged. ****************** is requesting a refund of all payments made from September to October.
Vivints records indicate that Vivint received a 30-day Notice of Cancellation on October 31, 2022. As such the account was scheduled to be cancelled 30 days later. However, Vivint has cancelled the account, effective immediately, on November 14, 2022.
Additionally,any payments withdrawn after August of 2022 have been returned by ******************** bank. Therefore, a refund is not warranted. a representative from Vivint has contacted ****************** via email in case he has any questions or concerns.
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:11/08/2022
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.
Vivint is unethically making myself and others pay an exorbitant amount of money just to cancel the alarm system service. I don’t have owe anything on the system I just pay for the service. Vivint wants me to pay $472.05 just to cancel my contractual service. That fee to me seem excessive and unethical.Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: November 26, 2018
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ***** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account and waive any remaining contract fees. Mr. ***** will remain responsible for any remaining equipment fees if there are any. Mr. ***** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:11/07/2022
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 submitted a cancelation request about Aug 8, 2022. A month later after being told by email my request was received only after I received a bill for the month of Sep. I called, and in short, I was told Vivint would waive my remaining balance if I sent confirmation showing that I had paid my citizens account within 24hrs...I did that. Again, I received another bill, and I called Again..this time I told the Vivint agent to check the previous conversation with the last rep I spoke with and he will hear where I was told what I previously stated. He said he would get back to me in 24 to 48 hours...ANOTHER MONTH LATER...I received an email stating my cancelation was unsuccessful because I had to pay a remaining balance (the same balance Vivint told me they would waive if I submitted the confirmation). After being sent to 2 different reps..I was sent to a rep that OBIVOUSLY had no intent of resolving the issue to my benefit or HONORING the promise of waiving the remaing balance AS PROMISED...She instead insisted on talking through me and being very demeaning and condescending in her conversation. She tells me to call back in 24 to 48 hrs while She Too, checked for the conversation to hear what I know was told to me 2 months earlier. This Company is a unprofessional, care nothing about customer satifaction and it this point they are proven LIARS. Will Never buy or do business with Company or its Affiliates at this point....Issue still unresolved...THE NIGHTMARE CONTINUES...Business Response
Date: 11/14/2022
November 14, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18372791
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 3, 2018
To Whom It May ***************** have reviewed the information provided by Mr. *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve his concerns. Vivints record indicates that this issue is being resolved to ******************** satisfaction. ****************** may contact Vivints representative directly if he has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint Legal
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