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
- 7,987 total complaints in the last 3 years.
- 2,757 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:09/27/2022
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.
Copy of cancellation email sent to Vivint:Hello,This is ***************************** ************************************* Service #******* Below are the numerous reasons we are cancelling this account/agreement.*Billing has been incorrect for the past 6 months. A $10 credit for each month has not been applied and therefore the account is showing past due, with an account balance. I have to call each month to have the correct amount charged.*Equipment is owned by us and has been paid for in full years ago.*We have called numerous times about this account and the fact that we own the equipment and NEVER activate the alarm....so no monitoring is happening/required/needed.*On our latest call on July 13, 2022 we talked to Ulyssis (hung up on or got disconnected) and Madi. Previously have talked to **************************** and ***** (loyalty level 2 person).... all of them tried to work with us to continue the service....and extend the 'contract'....We are not interested in extending the contract.*Vivint has not provided me with the SIGNED contract that moved the contract ending date to July 9, ****. I requested it on the July 13 phone call. I was only sent a 'snippet' even though the email stated that the Purchase and Services agreement and the Schedule of Equipment and Services was included. A doorbell camera was ordered and installed (July 2019) and then later REMOVED (July 2019) as we were not happy with the function of the camera. Therefore, the contract date SHOULD NOT have been extended (5 years).*We will no longer be making invoice payments for 'service fees'.*A copy of this email is going to the BBB and a complaint filed with the BBB Mountain West.We have been long time, loyal customers. We realize we are just a small fish in your ocean. We are not getting responses and answers from Vivint. Please process the cancellation asap.Thank you,*****************************
Business Response
Date: 10/06/2022
October 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18138605
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: March 23, 2012
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In her complaint, ******************* states that she sent a notice of cancellation to Vivint. ******************* states that their billing has been incorrect for six (6) months. ******************* states that they cancelled an upgrade of a doorbell camera in July 2019 that invalidated their upgrade and should not have a new Agreement. ******************* desires cancellation of her Agreement.
A Vivint representative has reached out to ******************* in order to assist. Vivint agrees to cancel Mrs. ******** account without penalties. ******************* may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on March 23, 2012. Vivints records show that ******************* contacted Vivint in July 2019 and requested a swap to a doorbell camera. Vivints records show that to do so, ******************* had to upgrade her panel. Vivints representative offered a reduced rate on the panel in exchange for an extension of Mrs. ******** Agreement of sixty (60) months from July 3, 2019. Vivints records indicate that ******************* received the panel and doorbell camera, but chose to return the doorbell camera and kept the panel. Vivints records show that ******************* was contacted by Vivint on March 17, 2021 due to a notice of cancellation she sent. Vivints records show that Vivints representative offered a $10 credit to Mrs. ******** monthly rate for twelve (12) months and that ******************* accepted. Vivints records indicate that this credit expired and ******************* contacted Vivint about her monthly rate in May 2022.
Despite the validity of this Agreement, Vivint agrees to the above resolution. ******************* has no further obligation to Vivint for this 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: 10/06/2022
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:09/27/2022
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 have been paying for vivant since we bought our new house. We have xalled multiple times for service to out DVR that continues to not work. They come out but it never seems to get fixed but we still pay for it. This is important because I have young teens who are home for a few hours after school and our neighborhood is having increase breakins.Business Response
Date: 10/05/2022
October 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18137820
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: July 11, 2020
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, ****************** explains that they have been having ongoing issues with their DVR that has not been resolved. ****************** desires her system repaired.
At this time, Vivint agrees to send a technician to Ms. ******** home to resolve her ongoing equipment issues. ****************** may contact ********************************** / ************) to schedule an appointment at no cost.
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:09/27/2022
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.
My experience with Vivint has been nothing short of a nightmare. Signed up on August 1, 2022, for video doorbell, smart garage door controller, 2 outdoor cameras and a starter kit with glass break sensor, 4 smart door sensors, yard signs and stickers. Installation scheduled for August 11. Tech showed up 3 hours after window, spent several hours installing panel and video doorbell, then asked that we call him the next day to complete install. Started calling tech around 9am the next day, no response. Contacted customer service scheduled another technician. Follow-up was scheduled for September 12 between 8am and 12pm since I would be out of town prior to this. I also inquired about the price of a motion sensor and even though I said I did not want one, the agent mailed me one. September 12; I waited during the timeslot; called customer service 2 hours after window. I was told the technician was M.I.A and a new appointment needed. September 14 between 12 and 4:00pm was set. September 14, a technician arrived and installed the outdoor cameras and motion sensor. He noted that the garage door controller was not compatible with my garage door, and he would remove it from my contract so that I would not be charged. I called customer service to confirm that I wasnt being charged for the garage door controller. The agent explained that a credit would be on my next bill for this. September 24, outdoor cameras went offline. I reached out for help via chat on September 25. The tech walked through additional steps to get cameras back up. September 26, the cameras went offline again. I reached out for help via chat on September 27. Appointment was set for on-site technician. I asked how I would be compensated for this inconvenience. The agent did not respond so I called customer service and was credited for 2 weeks of camera service. I asked how to cancel and was transferred to another ********* issues experienced are totally unacceptable.Business Response
Date: 10/06/2022
October 6, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18136970
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 8/11/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that her equipment is not working properly. *************** requests cancellation of her account without penalty.
A technician is scheduled to service Ms. ******* equipment on October 6, 2022. If the technician is unable to resolve Ms. ******* concerns, Vivint is willing to cancel and refund her account upon receipt of the equipment.
However,it should be noted that 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 survey, ********************** 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 11, 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 $41.47,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 Ms. ******* representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.
Despite this information, Vivint agrees to the resolution above. A representative has contacted **************** via email to ensure her concerns are resolved.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/09/2022
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. The technician did not show up as scheduled and Vivint confirmed that all equipment can be returned and the account cancelled without penalty.
Sincerely,
*************************Initial Complaint
Date:09/27/2022
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.
Requested service discontinued after representative could not stop alarm. Asked service to discontinue on Aug. 7, 2022, by phone and email.Company was paid in advance by bank draft and asked for refund from Aug. 7 to Aug.15.Am still getting billed and company says service still active and repeatedly sends bills and harrassing phone calls.;Business Response
Date: 10/05/2022
October 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18137563
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 20, 2011
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he requested cancellation of his account by email and phone on August 7, 2022 when the representative he spoke with could not stop the alarm. ****************** states that he requested a refund from August 7, 2022 August 15, 2022 and states that he is still being billed for the active service. ****************** desires no further contact by Vivint.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of the account effective August 7, 2022 and to provide a refund from that date to current. ****************** is required to send a Notice of Cancellation for the account cancellation to be processed.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on July 20, 2011. To cancel the account a Notice of cancellation is needed in writing. ****************** states that he has sent the request, Vivint records show that a notice of cancellation has not been received.
With the above information Vivint offers cancellation of the account and a refund. ****************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 10/06/2022
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,
*****************************Customer Answer
Date: 11/18/2022
Vivint notified you and us that our account had been cancelled and that our money would be refunded, so we notified you that the above complaintwas resolved, but it was not. Since October we have received several phone calls and bills in the mail, and the latest one was dated Nov. 15 informingus that we owed over $188 and would be turned over to a collection agency. I called again today, and sent another e-mail to no avail. Can youhelp us get this resolved for good since we originally asked to cancel our account in August. We certainly appreciate your help.Thank you,*****************************Business Response
Date: 11/21/2022
November 21, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18137563
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 20, 2011
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his rebuttal, ****************** states that Vivint notified him that the account had been cancelled. He states that the issue has not been resolved and that Vivint has made several calls and has sent several bills in the mail informing him he owes $188. ****************** desires to have this resolved.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation of the account effective August 7, 2022 and to provide a refund from that date to current. ****************** is required to send a Notice of Cancellation for the account cancellation to be processed.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on July 20, 2011. To cancel the account a Notice of cancellation is needed in writing. ****************** states that he has sent the request, Vivint records show that a notice of cancellation has not been received.
With the above information Vivint offers cancellation of the account and a refund. ****************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 11/22/2022
Complaint: 18137563
I am rejecting this response because: I received this same response from *************, legal representative, on October 5, 2022, and replied immediately to her with another notice of cancellation and the reason why, and instead of getting a refund, I got harrassing phone calls and escalating bills. I will accept their offer when I receive a check.
Sincerely,
*****************************Business Response
Date: 11/28/2022
November 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18137563
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 20, 2011
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his rebuttal, ****************** states that he has sent in several Cancellation requests vis email. He states that instead of the account being cancelled he has received a number of harassing calls.
A Vivint representative has spoken with ****************** regarding the rebuttal. Vivint has cancelled the account and sent a refund of $12.86. The refund can take up to fourteen (14) business days to arrive, this timeframe may be extended due to the holiday.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on July 20, 2011. To cancel the account a Notice of cancellation is needed in writing. ****************** states that he has sent the request, Vivint records show that a notice of cancellation has not been received.
With the above information Vivint has cancelled the account and sent a refund of $12.86 via check. ****************** 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: 11/28/2022
Complaint: 18137563
I am rejecting this response because: I have been told repeatedly that they didn't receive my correspondence, yet when I called with the infomation their employee would say that they saw that in the file. I will dismiss my complaint when I get a check and not until.
Sincerely,
*****************************Initial Complaint
Date:09/27/2022
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 purchased a VIVINT Smart home monitoring system. I moved from the home where I had the monitoring. I was told that I have to pay for the equipment only. Vivant is requiring that I pay for a service that I do not have or use. I understand the equipment I have to pay for but Im not using vivints monitoring and they want me to pay for their monthly service until **** when I dont even own a home to be monitored. They want me to be in a contract for something Im no longer utilizing. Its sad that I have to pay for cameras and a doorbell I can't use but for me to have to pay for monitoring is pure preposterous and I should not be charged for something Im not using. This is unfair and unjust.Business Response
Date: 10/06/2022
October 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18137526
Complainant: ******************************************
Vivint Account #: *******
Date of Agreement: January 16, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ***************************** in order to assist. Vivints representative is working with ***************************** to resolve her active account matter. ***************************** 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:09/27/2022
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 signed a contract with Vivint Security Monitoring service back in September 2017. Earlier this year I tried to terminate my contract as the 5 year agreement near its end. However, contact the Vivint representative I was informed that my spouse had agreed by telephone for an extension of two years. This claim is false as my Spouse does not involve herself in contracts affecting our budget. I challenged this claim 2-3 times by phone without a resolution. I asked for written proof Vivint claim and the reason for it. I was told that on 2021 we have equipment upgraded which resulted in the extension; however, the facts are that in 2021 I contacted Vivint to remove my door camera which had failed many times with no fix either by resetting via phone instructions. A technician came and removed the camara then I installed a RING camara. After the removal Vivint made the claim that they had contacted us to extend the contract based on equipment upgrade. I was never provided such proof in writing except for Vivint's claim that my spouse had approved the extension. I explained that my spouse is not aware of my passcode which Vivint demands to identify the account; thus, their claim was false. My last effort to terminate the contract was by phone on September 23. I had the same results as prior phone attempts. This time I stated that a BBB complain would follow as well as contacting AARP on these charges. This call did result in providing me with an email (attached) that they claim is the record of their called. I had many problems with Vivint, and a salesperson had offered me an upgraded system stating that t5he company was under new management and confirmed to me that my system was failing in other areas. But I'm not interested as I have no confidence in the Vivint merchant.Business Response
Date: 10/05/2022
October 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18135500
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: December 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 agreed to provide cancellation 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:09/27/2022
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.
Sometime in Mid-June my property was approached under the guise that I was a a randomly selected winner and would be awarded free surveillance equipment and services. Although hesitant at first I agreed to hear the details, the salesman informed me that He worked for Vivint Home and proceeded to pressure me into signing up for a risk-free cancel anytime subscription to vivint services as well as a contract to purchase the equipment from vivint through citizens bank loan. After the first 30 days when I received my bill statement showing that I was locked into a 5 year and over 8,000$ contract agreement I immediately called vivint customer support and informed them I would like to cancel. I was told that the after 3 days I would no longer be able to cancel unless I paid the remainder of the 5 year contract balance. Most competition on the market will only charge 100$ For the same equipment which is 5-10% of the cost of vivint while they are higher or just as high in quality and video resolution. Also there is a 60$ a month and 4 year minimum subscription service, this service is usually free software with any other equipment or surveillance company.Business Response
Date: 10/05/2022
October 5, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18136431
Complainant: ****************;
Vivint Account #: *******
Date of Agreement: July 15, 2022
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve his concerns. ****************** 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 LegalInitial Complaint
Date:09/27/2022
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.
**************** issue been on the phone with them for over 2 hours to get a technician scheduled to service my system. 45 minute wait to get a supervisor on the phone which never happened. Waited 4 months to get a new piece of equipment delivered which had the same issue as the part that was replaced. Still no resolution or ability to speak to a supervisor.Business Response
Date: 10/04/2022
October 4, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18135537
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: January 24, 2013
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************** in order to assist. Vivints representative has scheduled an appointment for October 10, 2022 to assist and applied a credit for four (4) months of services. ********************** 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:09/27/2022
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.
A Vivint Security sales person came to my new home I purchased in July 2018 and spoke to us regarding obtaining a Vivint home security system. I knew I was not going to be in the home more than a few years so I asked him if it would be a problem if I cancelled the service. I was told not at all, the only thing I would be responsible for if I cancelled my service would be for the equipment charges if I did not keep the service and take the equipment with me. I have since moved from the property that had the Vivint service and when I called to cancel I was told that not only to I have to pay the equipment off but also have to pay the remaining contract which was over $800 in order to cancel. They did lower the cancellation fee to half the amount to $414.07, however I feel that the Vivint sales reps are using illegal and unethical sales tactics to get people to sign up. Not only was a lied to initially about cancelling my seri de but I also had an Extenuating Circumstance and had to move out of state and that should have been used in determining to waive the cancellation fee.Business Response
Date: 10/04/2022
October 4, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18135330
Complainant: *******************
Vivint Account #:*******
Date of Agreement: 6/14/2018
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that his sales representative informed him that to cancel the account, he was only responsible for paying off the equipment. ************** further explains that Vivint required him to pay off the account as well. ************** requests a refund.
Vivint has issued ************** a refund of $414.07 which he should receive within **** business days.
However,it should be noted that on June 14, 2018, ************** signed a System Purchase and Services Agreement (Agreement) for sixty (60) month. As such, to cancel the account, ************** would be required to pay for the full contracted 60 months.
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 LegalCustomer Answer
Date: 10/04/2022
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:09/27/2022
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 have had constant issues with our equipment and service over the last 2 years. It all started with having a camera added to our service and by doing that somehow we were locked into an additional 5 year contract through a third party as a loan on the equipment. We had no knowledge that adding 1 piece of equipment to our service would cause us to be locked in for so much longer. We have called and complained about the services and equipment issues several times and had techs. come out to try to resolve the issues but then after a month we end up having something else pop up. We were recently put on a plan per their management called the "Last Chance" plan where they would send a tech out to see if they could resolve the issue and if they said it was fine then we would move forward with the service. However if we continued to have issues pop up to just call them back and they would cancel our services and let us out of our contract. I called again today to tell them that we wanted to take them up on their word of the "Last Chance" and i was told that we would have to go through having another tech. come out to assess for more problems. We are tired of getting the run around and we no longer want the equipment or the services. I have names of the people i spoke with that put us on the "Last Chance" and Badge numbers but they aren't willing to budge on making this right. We just want to get out of our contract and get out of the loan that we weren't made aware of with the equipment company.Business Response
Date: 10/04/2022
October 4, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18135291
Complainant: *********************
Vivint Account #: *******
Date of Agreement: June 14, 2019
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** to resolve his concerns. **************** 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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