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
- 7,989 total complaints in the last 3 years.
- 2,760 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:09/20/2022
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 am writing to file a formal complaint about the company Vivint. They have very shady business practices. They are delaying cancelling my account even though this was requested on August 19, 2022, in writing. In December 2021, I purchased a home security package from them and they installed the equipment. There was also a monthly monitoring fee. I purposely paid for the equipment outright so I did not have a contract with them. I have had numerous issues with their app and some of their equipment. I have contacted them many times and they tried to fix it at first, but then basically told me there was nothing they could do. On July 27, 2022, one of the retention specialists tried to trick me into signing a contract with them by offering to send new equipment at a discount. When I refused to enter into a contract, she hung up on me. On August 19, 2022, I called Vivint to cancel my service. The representative told me that I needed to send the request in writing, which I did on that day. The information I received said it was supposed to be cancelled within 30 days. On September 13, 2022, they charged me a full month for a service ($56.47) that was supposed to have been cancelled. On September 19, 2022, I called to ensure the account was cancelled and was informed that my account was still active and that there was a note on the account about a 30-day cancellation. On September 20, 2022, I called the retention department to ensure the account was closed. The representative I spoke with put me on hold and then told me that she had escalated the cancellation, but couldnt give me a time frame of when that would be completed. I did not accept this information and firmly requested my account be cancelled immediately. She confirmed I do not owe them any payments and that there is nothing that I need to do, but the account is still active until the back office department closes the account.
Business Response
Date: 09/28/2022
September 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18051942
Complainant: ************************;
Vivint Account #: *******
Date of Agreement: December 10, 2021
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that she requested cancellation of her account on August 19, 2022. ************ states that she paid for the equipment upfront so she would not have a contract. She states that she has had several issues and has attempted to have them fixed. ************ states that a representative tried to trick her into signing a contract by offering to send new equipment at a discount. ************ states that she sent her request for cancellation in writing on August 19, 2022, as requested. ************ states she was charged $56.47 for a full month of service on September 13, 2022. ************ states she called on September 19, 2022, to confirm cancellation and she was informed that the process takes 30 days. She states she called on September 20, 2022, and was told the cancellation had been escalated, but could not be given a timeframe of completion. ************ states she was informed she did not owe any payments. ************ desires a refund for September 13, 2022.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint has provided a prorated refund of $41.43 and cancellation of the account.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on December 10, 2021. Records dhow that the cancellation request was submitted on August 19, 2022. Records also indicate that the account was cancelled on September 18, 2022. Vivint has provided a prorated refund of $41.43.
************ 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: 09/29/2022
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:09/20/2022
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.
On august ********************************* with vivint for my home security. I spoke with ***** he advised that they were with att and set me up for a trial he explained the system my my rental home was the same and I would just be getting a new face plate the cameras would remain I explained I am renting I can not install hardware on the home. I get the system its a completely new system I have to install I called august 27 when I received equipment they said they would mail me a sticker to send it back. I called September 3 after being hung up on multiple times I was told again they will mail me a new label to send back I called sept 9, 10, 13, and 15 I was hung up on multiple times put on hold and never came back to the phone. On September 16 they charged my card again I called and explained I was hung up on I called back I was hung up on but this agent called me back I requested a supervisor once he told me I need to pay them **** because my trial period ended on September 15th. I still have not received a call back I never used the equipment its still in the box and I have wasted hours trying to get in contact with them. I want my money back and I want them to send me a label to send them their equipment that has never been opened set up or used.Business Response
Date: 09/28/2022
September 28, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18051415
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: August 15, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states she ordered the equipment, but is unable to install it in her rental unit. **************** states that she contacted Vivint on September 3, 2022 about cancellation. **************** states she has not been able to return the equipment and cancel. **************** desires contact by the business, to return the equipment, and a refund.
A Vivint representative has reached out to **************** in order to assist. Vivints representative is willing to assist with the return of the equipment. **************** 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 August 15, 2022. Vivints records indicate that **************** initially contacted Vivint on September 15, 2022 about cancellation of her account. Vivint does not have record of a call prior to this point to request cancellation.
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:09/20/2022
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.
August 25, 2022, I spoke with Salesperson, Caitlyn ID# ****** regarding alarm security for my home. I told her all of the items I needed. She required $151.47 as my initial payment. Later that day, she texted me and told me my order had been sent. When I received the email itemizing what was in the package. I noticed many of the items I told Caitlyn I needed was not included in the package. I immediately texted Caitlyn to let her know many of the items was not in the package. I did not receive any response from her. The next day I again tried to contact her, no response. On August 26th, I canceled the entire order. This is where the problem begins! Via chat with Customer Service Agent, Brian, who told me I had to contact, "the loyalty team" for my refund. I called their number and spoke with Whitney. As directed, I emailed, "cancelation plus" for a return label for the return of the equipment. The equipment was received by Vivint on September 7, 2022, via, FEDEX tracking #************. On September 12th, I called the Corporate Office and spoke with Angel who verified receipt of the equipment. Angel told me my refund would be processed on September 14th. Today, September 20, I called to find out the status of my refund and was told I would have to start this process over. I just want the return of my $151.47! This is why I decided not to use their services. If this is how a new customer is treated from the onset, I can just imagine how they treat their existing customers.Business Response
Date: 09/28/2022
September 28, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: August 25, 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 she told her sales representative what she needed for her system. Ms. ******* states that she was told she must pay $151.47 as the initial payment. Ms. ******* states that when she received the email showing what was in her order, she noticed that the things she requested were not included. She states she immediately texted her sales representative and informed her, but she never received a response. Ms. ******* states August 26, 2022, she cancelled the entire order. She states she spoke with the customer loyalty department and emailed cancellation plus for a return label for the equipment. Ms. ******* states that the equipment was received by Vivint on September 7, 2022. She states she was told September 12, 2022, that a refund would be processed on September 14, 2022. Ms. ******* states that she called Vivint and was told that she needs to start the process over. Ms. ******* desires a refund.
A Vivint representative has attempted to contact Ms. ******* via email in efforts to resolve this matter. Vivint has provided cancellation of the account and has provided a refund of $302.94.
Vivint’s records indicate that Ms. ******* signed a Purchase and Services Agreement (“Agreement”). Records indicate that the Notice of Cancellation was received on August 30, 2022. The cancellation and refund were processed on September 27, 2022. A refund has been sent of $302.94.
Ms. ******* has no further obligation to Vivint and may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/29/2022
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:09/20/2022
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 had Vivint come tonour house and sell us a security system with cameras. Before installation we decided not to go qoth all the equipment. The installer was aware and the salesman was aware, it was discussed. We are being charged for the equipment we dod not get. Thw salesman does not answer the phone, the installer cannot help. If I call Vivint they say call citizens where it is financed. When I call citizens they say call Vivint, it has to be changed on the order. we filed a complaint and a sale guy came out aaid he would be back the next day ro help us resolve this. He never came back and does not respond to calls either. Multiple people in our neighborhood is having issues qith them.Business Response
Date: 09/27/2022
September 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18049923
Complainant: ***************************;
Vivint Account #: *******
Date of Agreement: July 27, 2022
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, ********************** explains that at the time of installation, they decided to not go forward with all the equipment. She further explains that they are still being charged for some equipment not received. ********************** desires billing adjustment.
A legal representative from Vivint has attempted to contact ********************** to resolve her concerns. Vivint is willing to assist ********************** with her equipment concerns and adjust the bill as needed. ********************** may contact ********************************** / ************) directly 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:09/20/2022
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 had vivint security on 2 properties I owned, my main resident and a property I rent out. At the beginning of these year I bought a new house n called vivint to cancel their service in the house I just sold. It took a while for them to finally cancelled that account.Now I just sold my rental property in *********,*********. And I called vivint again to ask them to cancel their service in that house also but they refused to do it. I paid the balance owed and told them I sold that house and I dont need their service anymore but they keep refusing to cancel the account and keep telling me about sweet deals I can get if I keep the account. It doesnt matter how many times I told them I already sold that property and that I dont want their service anymore but even so they refuse to cancel the account. A couple of times when I called them once I told them I want them to cancel the account the call got cut off out of the blue. They NEVER called me back to resume the conversation and when I called them back after several minutes of waiting for them to call me the phone rang n rang without them answering my call.Then last week out of the blue they told me I cant cancel my account until ****. I didnt renew any contract with them or made ANY commitment to keep their service. But they said I cant cancel the account . I feel like Im being held hostage and not being able to make my own desitions.I was VERY clear I sold my property and I dont need or want their service anymore but they keep refusing to cancel the account, come up with excuses not to do it and keep telling me about sweet deals if I stay with them.I need the BBB to help me and make vivint cancel my account so I can move on and live my life without getting daily calls from vivint telling me bout deals n refusing cancelling my account causing me to get stressed out bcause of them.Business Response
Date: 09/28/2022
September 28, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18049746
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 9/20/2014
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 Ms. ******* account without penalty. **************** 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: 10/31/2022
We used to have vivint in my rental property in *********. I sold the house I called vivint to let em know I didn't need their service anymore n I paid the balance of the bill so it was paid off. They kept calling m n harass me asking me to keep paying for a service I asked em to cancel. I filed a complaint with the BBB n after the BBB contacted vivint . Vivint called me through a woman who said was from the legal department n told me she would cancel the account right away ( I recorded the conversation on my phone so I have the audio ) on Saturday I got another bill from vivint asking me to keep paying n when I called this morning they told me I have a contract n if I don't want to have it anymore I need to pay half of the contract to cancel the account that that legal department woman already told me she was going to cancel the day she called me. And like I said I have an audio recording of her saying that. I need the BBB to contact vivint n make em stop calling me n sending me bills for an account that the legal office woman said she was canceling that day. The day this womancalled me was September 28th 2022 at 8:10 am Thank you for what you can do for me to finish this matter once and for all. Ps: if the BBB wants a copy of the audio I can email it to you Thank you n have a great dayBusiness Response
Date: 11/04/2022
Tell us why here...November 4, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18049746
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 9/20/2014
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
Vivint has cancelled Ms. ******* account and waived her overdue balance. Vivint apologizes for any inconvenience this may have caused.
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:09/20/2022
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 received a quote from vivint for additional camera installation. When installation tech arrived he had a higher price then I was told. I called vivint countless times until I got tired. I was either put on hold or transferred and put on hold. Having worked in retail for many years I almost thought this was a bait and switch.Business Response
Date: 09/27/2022
September 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18049267
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: March 28, 2018
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has confirmed that the pricing issue with the equipment has been resolved as well as the equipment has been installed. Vivint is waiting on **************** to send a copy of the receipt and tracking number of a returned device so that the balance on the account can be removed. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 09/27/2022
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:09/20/2022
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 a clear contract from Vivant stating that I can cancel on a month to month basis any time. They are trying to charge me $450 for cancelation of a contract. Extremely deceptive business practice. I want a clean cut no refund for services already provided. I was billed on 7/17/22 for my last monthly bill. I expect no charge after that. I am literally looking at a contract which states nothing about being charged additional fees.Business Response
Date: 11/10/2022
November 10, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18049270
Complainant: *************************
Vivint Account #:*******
Date of Agreement: 6/17/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he is a month-to-month customer. *************** requests cancelation of his account.
Vivints records indicate that Mr. ******* account was cancelled on August 3, 2022.Additionally, **************** was issued a refund of $148.98 on August 3, 2022. *************** 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 LegalTell ** why here...Initial Complaint
Date:09/19/2022
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 am the owner of this home. Without my knowledge or consent, Vivint drilled large holes into my brick exterior causing damage. Vivint also removed the thermostats and doorbell from this home and installed Vivint equipment. Tenants obtained no permission from me to do this. The previous thermostats which were brand new and doorbell removed by Vivint are now missing. Vivint refuses to release the Vivint ring doorbell and thermostat equipment abandoned in this property by tenants. Abandoned property belongs to me by ***** law. Also, New tenants are concerned that old tenants are changing settings in thermostat remotely.Vivint must repair the damage to the exterior, and release all equipment installed and abandoned in my property.Business Response
Date: 09/27/2022
September 27, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE:****** ****** Consumer Complaint Case #: 18048539
****** ****** ****** ****** ****** ******Complainant: *************************
****** ****** ****** ****** ****** ******Vivint Account **************** ****** ****** ****** ****** ******Date of Agreement: N/A
****** ****** ******
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.******
In her complaint, ********************** states that a Vivint system was installed in her home by the previous tenants. ********************** states that the previous tenants left the equipment and that the home was damaged. ********************** state that her old thermostats and the doorbell camera are missing. ********************** desires repair and release of the equipment left in her property with contact by the business.******
A Vivint representative has reached out to ********************** via email in order to assist. ********************** is able to disconnect the equipment if she chooses to do so. Vivint installed the equipment with the permission of the tenants and it would be the tenants responsibility to receive permission from the homeowner for the installation. ********************** is able to work with the previous tenant regarding the installed equipments ownership and the damage to the home. ********************** 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:09/19/2022
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 called Vivint 9/19/22, to request a lower monthly cost of monitoring, currently $61.47. The salesperson promised a lower cost for veterans, $20-$25/month after the equipment was paid off. After I got transferred to a billing specialist, I told him I was calling to ask for a reduced monthly rate, equipment paid off last month. He told me I needed to give/send him the confirmation email/number from ************* (their finance **** before he could give me any info on lowering the payment; I told him we had not received any notification from CB that system had been paid off. We logged into our account at CB to get info, and ended up calling their customer service number about the confirmation e-mail. The lady who answered said "Oh, you're calling about cancelling a Vivint account? The confirmation number is only available for 48 hours after the loan is paid off then it disappears, however, I will call Vivint for you and verify the loan has been paid off." After a minute, she returned to the line with a Vivint employee, *******, who again transferred me to another billing specialist. After explaining again, this lady told me the best they could do was lower the bill $5/month for 5 months. I asked her about the veterans/military discount told to us by the salesperson, did they not honor what their salesperson tells customers or not? She said she had emailed the salesperson but could not do anything until hearing back from salesperson. When I mentioned just cancelling the service, she said I still had ****************************************************************************** $3K+, but she could give me 50% off, so I would owe $1.5K+ to cancel. I told her if I have a contract with them, why isn't it on my Vivint account online? Under the section that says Legal Agreements and Contracts, there a statement saying "There are no documents for this service address." This is not the way to run a company, scamming people into a 5 year contract.Business Response
Date: 09/27/2022
September 27, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18048079
Complainant: *******************************
Vivint Account #:*******
Date of Agreement: 3/15/2022
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In her complaint, ************************ explains that she was told by the sales representative that after she paid off her equipment, she would be eligible for a veterans discount. ************************ requests a billing adjustment.
At this time, Vivint is willing to lower Ms. *********** payment to $25.00. However,it should be noted that on March 15, 2022, ************************ agreed to pay $61.47 monthly. Vivint has no record of the sales representatives offer of a veterans discount.
Despite the information mentioned, Vivint agrees to the resolution above. A representative from Vivint has contacted ************************ via email. If ************************ has any questions, she may contact the representative.
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:09/19/2022
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 don't like or what the service. I tried to cancel after my contract was fulfilled and they say I agreed to several more years. When I try to cancel the service they say that they can not cancel my service unless I buy out the contract $1675. When I told them that I had been trying to contact the *** and had a friend call he told them that he wanted a copy of the contract that he wanted to have his high school friend who is an attorney look at it. They told him that it would be $675 to shut off the service. They just intend to keep jacking up the price monthly and won't turn it off. I didn't sign a renewal contract.Business Response
Date: 09/27/2022
September 27, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18046923
Complainant: *************************************
Vivint Account #:*******
Date of Agreement: 5/19/2016
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her complaint, ************************ explains that she does not recall extending the term of her Agreement. ************************ is requesting cancelation of her account without penalty.
At this time, Vivint is willing to cancel Ms. *********** account without penalty out of goodwill.
Vivints records show that on May 19, 2016, ************************ signed a Purchase and Services Agreement with an initial term of 42 months. Vivint spoke with ************************ regarding her alarm service on November 2, 2021. *********************** represented that she was interested in extending the term of her Agreement. Based upon this representation, Vivint offered a 36-month extension to which ************************ agreed. Indeed,Vivint read the following statement, after which ************************ responded affirmatively:
You understand that this call is being recorded, and you agree to extend the term of your agreement 36 months from today. No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.
Despite the information mentioned, Vivint agrees to the resolution above. A representative from Vivint has contacted ************************ via email. If she has any questions or concerns, she may contact the representative.
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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