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
- 7,977 total complaints in the last 3 years.
- 2,765 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:08/31/2022
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.
Have been attempting to cancel service for over an month due to moving from permanent address. Refuse to cancel service and send final bill. I have sent a ******************************************************************************************* the him and it is occupied by a new owner who purchased. I am all the while still being billed. Would like service cancelled immediately to close out account. They are absolutely refusing to cancel at this point by my request and continue to attempt a transfer of service. I am no longer in contact
Business Response
Date: 09/09/2022
September 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17806953
Complainant: Cameo Bright
Vivint Account #: *******
Date of Agreement: July 12, 2016
To Whom It May ***************** have reviewed the information provided by Mr. ************ and appreciate the opportunity to respond.
In his complaint, **************** explains that he has been attempting to cancel his account for over a month. He further explains that he sent his 30 days cancellation notice which is past due, and his account is still active.
At this time, Vivint agrees to cancel Mr. ******* account without penalty and has waived his past due balance of $105.26.
A legal representative from Vivint has attempted to contact **************** via email and phone 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:08/31/2022
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 2 representatives from Vivint show up at my door. I explained to them that in my area internet is very slow and does not work well with security systems. The FIRST LIE, was that if my wifi was not good enough the system would run off a cell tower. NOT TRUE. I agreed and the following day they sent someone over to begin installing. They did not have several items that they needed to complete( CO2 and smoke alarms) and promised to return the following day. They never showed and as expected my system was not working properly. I called to cancel and the rep on the phone explained to me they have no record of me and that i have 3 days to cancel after the system is FULLY installed, and assured me not to worry about it (LIE#2). Again no one ever showed. I spoke to the sells man directly and he promised to give me additional equipment for the inconvenience (window alarms) that was LIE #3. Fast forward a month later, we start getting billed. When we call to cancel again, they still have no record of us and the rep ****** that we do not owe anything that he can tell. Following month, another bill, I finally speak to a representative that is able to find me after 1hour and 7 minutes only to explain that the 3 day rule of FULL install only applies to their home state of Utah. I explained to them i am still missing items and my system still does not work properly and that I just want to cancel, like i have been wanting to do since day one. They refuse to allow me to cancel and agree to finally set someone up to come and finally complete my setup. The system does not work, i tried to cancel and was lied to only so that the 3 days from signing day would pass. I will be seeking legal counsel because to this day i still do not have equipment that i am being charged for. Not to mention that i will be paying for equipment that does not work for the next 5 years. I am a US Veteran and truly believe this is not right and completely unfair to my family.Business Response
Date: 09/08/2022
September 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17806455
Complainant: *************************
Vivint Account #: *******
Date of Agreement: June 21, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide cancellation, removal of the equipment, and a full refund. ************** 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:08/31/2022
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've had nothing but a TERRIBLE experience with Vivint! On 05/07/22 there was a Vivint sales rep around my neighborhood and my husband happen to be outside and was approached by this individual. My husband knowing that this was something I was interested in decided to invite him into our home to discuss more in detail. Being that my family and I had recently moved to the state, we wanted a security system for the safety of our family, especially our children. The sales rep informed us that the equipment DID NOT use or need any WIFI and that it was all 5G signal and it had its own SIM card, which to my husband and I was absolutely great as we did not have to share our WIFI signal with the service -- little did we know this was completely untrue!! Sales rep also asked for my payment information and before providing him with my information I asked if I would be charged anything on the spot, he reassured me I would not until the next month for my 1st payment. Come to find out I was charged about 2 hours later. Within the first few weeks my driveway camera kept going off so I called and complaint. It is then when I find out that certain things that were told to me by this sales rep were complete lies -- which the company continues to say its a misunderstanding when in reality its UNPROFESSIONAL to lie to customers in order to gain a sale!!! I've called numerous times with multiple complaints which Vivint has failed to fix. On multiple occasions I have asked to speak to supervisors and some wont even bother coming to the phone and just offer me a credit for the troubles. I spoke to *** (I believe her name was) in the loyalty **** who was DISGUSTINGLY RUDE and kept asking me what I wanted in order to fix the problem. This was my breaking point with this company! Had I known how to fix the entire issue I would not have contacted Vivint but I am the customer and she was the employee and yet she was asking how I can fix the situation as if I had a way of doing that. HORRIBLE!Business Response
Date: 09/09/2022
September 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17805631
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 7, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she was told the system does not require wifi to function as it has a cell signal. ************** states that she has been told the system requires wifi and has experienced unresolved equipment issues. ************** states that she was told she would be charged for the first month of service, but it would not be up front. ************** states she contacted Vivint and was asked what she would like to help resolve the situation. ************** desires a refund.
A Vivint representative has reached out to ************** via email in order to assist. Vivints representative is willing to reduce **************** monthly monitoring rate by about 40% if she would like. ************** 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 May 7, 2022. **************** system does not require a wifi connection in order to operate, however, connecting the system to wifi does have benefits for the operation and utilization of the equipment. Vivints records indicate that ************** contacted Vivint and had technicians come to her home in August 2022. Vivints records indicate that a technician came to **************** home on August 30, 2022 and the Smart Hub panel was replaced.
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: 09/10/2022
Complaint: 17805631
I am rejecting this response because: I don't think the company is understanding the major issue and they are refusing to touch conversation on it! I have told this company MANY times that I felt and strongly believe I was lied to from the moment they came into my home. I've had multiple representatives tell me that I may have misunderstood and that itself is frustrating because I was present through out this process, not them. Every representative that I have spoke to has made me feel like a liar or simply disregarding MY complaints! I've only have Vivint services in my home for about 4 months and it has been the WORST thing my family and I could of took on. Multiple issues with the equipment, multiple rude representatives who would not help but escalate my frustration with the company. Multiple promises on call backs that till this day I have not received. I wish the company would take some accountability in regards to this situation. What kind of company wants a reputation where their sales representatives LIE in order to gain a sale for commission ? IT'S UNPROFESSIONAL
Sincerely,
*************************Business Response
Date: 09/19/2022
September 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17805631
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 7, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her rebuttal, ************** states that she believes that she was misled. ************** states that she was there. ************** states that she has experienced unresolved equipment issues. ************** desires accountability.
A Vivint representative has reached out to ************** via email in order to assist and discuss this matter. Vivints representative is willing to reduce **************** monthly monitoring rate by about 40% if she would like. Vivints representative has noted the information provided by ************** and is providing it to the appropriate teams for review. ************** 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 May 7, 2022. **************** system does not require a wifi connection in order to operate, however, connecting the system to wifi does have benefits for the operation and utilization of the equipment. Vivints records indicate that ************** contacted Vivint and had technicians come to her home in August 2022. Vivints records indicate that a technician came to **************** home on August 30, 2022 and the Smart Hub panel was replaced.
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:08/31/2022
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 16 Vivint withdrew $2300 from my checking account. It was for all new equipment from my move. That equipment was supposed to be financed through their finance department. It is august 31 and the money is STILL not refunded. I have called several times and always met with a whoops mentality on the other end. My rent is due tomorrow. I have had no miss driving to school for lack of gas money. I didnt even order school pictures of my kids due to not having any money. My bank account is negative and has been now for weeks. This has cost me so much more than the $2300 and at this point Im not even sure I will get it back.Business Response
Date: 09/09/2022
September 9, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17803660
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 8/6/2015
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** explains that she was supposed to receive a refund,however, she hasnt received it.
Vivints records indicate that the refund was issued on August 31st. ******************* should receive the refund within **** business days from that date.
A representative from Vivint has contacted ******************** via email. If ******************* 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 LegalInitial Complaint
Date:08/30/2022
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 30th, 2022 I have had Vivint services since June 2015 and my contract expired since June 2021 and I am on a month to month payment plan. The equipment never worked properly since installation either with the alarm that will go off from time to time or the doorbell never work more than a month.I had numerous calls for repairs and stayed on the phone for long hours with a service person to fix the doorbell, I upgraded the **** bought a **** extender and the issues still persisted. I am at my wit ends and want to cancel the service and getting the run around. At this present time Vivint is offering me free equipment and lower monthly payments which I have refused because I am dissatisfied with their service. In August 2022 when I refused their offer and insisted that they cancel my account, Vivint said that I had renewed my contract in 2019 after they offered me a $10 discount for their faulty equipment and 3 years of aggravations. When the $10 discount was offered to me by Vivint back in 2019 there was no mention of my contract with them being renewed. I never signed any documentation with them indicating that I accepted a renewed contract with them. At this time Vivint is saying that there is 3 months left on the contract (which I never agreed to or signed up for). When I refute their claim the Vivint representative would terminate the call and say that they will call me back after the information about the contract has been verified. It has been a week and I have not received any call back from Vivint. Today alone I called 4 times. The first call all the rep wanted to do was to renew my contract and when I insisted to cancel he went silent on the phone and the call disconnected. The other 3 times as soon I gave my name I got disconnected again. I no longer want to continue service with Vivint and want to terminate all association with Vivint.Business Response
Date: 09/08/2022
September 8, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17801336
Complainant: ****************************************
Vivint Account #: *******
Date of Agreement: June 13, 2016
To Whom It May ***************** have reviewed the information provided by Ms. ************************* and appreciate the opportunity to respond.
In her complaint, Ms. ************************* states that she has experienced unresolved equipment issues. Ms. ************************* states that she has requested cancellation, but has been told she extended her Agreement in 2019 by three (3) years for a discount. Ms. ************************* desires cancellation of her account and no further contact.
A Vivint representative has reached out to Ms. ************************* in order to assist. Vivints representative is willing to cancel Ms. ************************* account without penalties upon her confirmation. Ms. ************************* may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that Ms. ************************* signed a Purchase and Services Agreement on June 13, 2016 with an initial term of sixty (60) months. Vivints records show that Ms. ************************* contacted Vivint on November 11, 2019 about her equipment. Vivints records indicate that Vivints representative offered Ms. ************************* a technician at no charge to come to her home and resolve the matter. Vivints records indicate that the representative also offered a reduction in Ms. ************************* monthly rate in exchange for an extension of thirty-six (36) months from that date. Vivints records indicate that Ms. ************************* accepted. Vivints records indicate that the technician came to Ms. ************************* home on November 18, 2019 and the doorbell issue and panel functionality were resolved.
Vivint agrees to the above resolution and Ms. ************************* may contact Vivints representative to process the cancellation. Ms. ************************* 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: 09/09/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution to cancel not in a month but immediately and no payment will be due thereafter
Sincerely,
****************************************Initial Complaint
Date:08/30/2022
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.
Dear sir/ Ma'am,I got the security camera services from Vivint on April 19,2022 for three months, I repeated again and again on phone to the person to who i was speaking that i am getting the services for three months and i can cancelled the services any time after three months, He was agree on it, the person from Vivint told me that yes, you can cancel the services anytime after three months.on 08/07/2022 ,I took off all of my home security equipment and called to Vivint to cancel my home camera and security services ,but the person told me that I made a contract, I didn't make any kind of contract, the Vivint created the fraudulent contract document.I paid $151 for each first three months and after that I paid $51 for each month which they charged from my credit card which i provide them when i got the service for three months. I called to my credit card company to give me refund because i am not getting the services from Vivint, the bank issued me a refund. please take action against Vivint and stop and sanctioned the business, so Vivint don't cheat any more to their clients and do the investigation of the fraudulent contract documents which they are creating online by their own with their clients.please take action against Vivint for not canceling my account and give all of my money which they charge after 8/08/2022. ThankBusiness Response
Date: 09/07/2022
September 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17800176
Complainant: *******************
Vivint Account #: *******
Date of Agreement: April 20, 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. Vivint agrees to cancel his account without penalty. ********** 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 LegalCustomer Answer
Date: 09/08/2022
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:08/30/2022
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 7/29/2020 I purchased a vivint security system. Ever since I have had multiple issues with customer service with no help. When going over all my financial records I noticed my billed looked higher than it should have been based off the equipment I own. After adding all my equipment, install fees, taxes, etc my bill should have equaled roughly $2521. I was billed $3620.63. On 5/19/2022 I called Vivints customer service line to inquire about the price I was charged as it was coming up to $900 over exactly. She told me multiple times the charges were correct and I had to go through all my equipment and prices of each item before she realized there was an issue. We went through the invoice line by line to figure out what I was charged for and and discovered I was double charged for a smart drive ($249.99), Doorbell camera ($249.99) and an additional outdoor camera ($399.99) that I do not own and did not order. The customer service rep apologized for the inconvenience and assured me the issue would be resolved. It was not. I called again on 8/29/2022 was transferred between 4-5 different people explaining the situation and was again being told the charges were correct. So once I finally get ahold of someone whos not going to transfer me, I again asked her to go line by line through the equipment listed on the invoice. But this time I was being told a different story. Im informed I have whats called a takeover package that I was billed $1799.99 for. When I asked what this included all she told me a Smart Panel ($399.99), Motion sensor ($99.99), Door window/sensor ($50)x2, Doorbell ($250) Totaling roughly $850. I was also charged for an additional door sensor I do not have which bring it back to $900 being over charged. When I pointed this out she continued denying there was an issue and said the price wasnt based on equipment. She put me on hold only to again come back to give me no solid answer other than those items on what I was billed for. Vivint is a SCAM.Business Response
Date: 09/07/2022
September 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17796545
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 29, 2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he believes he was overcharged. **************** states that he discussed the charges with two (2) different representatives and received two (2) different explanations. **************** states that he has been told the cost is correct. **************** desires an explanation of charges.
A Vivint representative has reached out to **************** in order to assist. Vivints representative has provided an explanation of the charges in an email to ****************. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Vivints records show that **************** signed a Purchase and Services Agreement on July 29, 2020 with an initial term of sixty (60) months. Vivints records show that **************** qualified for financing with Citizens at this time as well. Vivints records show that **************** contacted Vivint in May 2022 about the charges on his account. Vivints records indicate that Vivints representative discussed this with *****************
Vivints representative is willing to assist. **************** 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:08/29/2022
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.
My friend was approached by a door to door salesman named **** last month representing Vivint Smart Home, she was offered 1 free month as well as a call 2 weeks into the free trial on her decision to keep or get rid of the system and if she also chose to discontinue her trial they would re-install her previous security system. she was never contacted nor was she able to reach Kade, so she ended up calling VIVINT customer support and they themselves couldn't even get ahold of THEIR OWN EMPLOYEE. With constant promises of phone call responses as well as being told she would receive an email, she has not been contacted and she's been charged for the months service. She needs a refund as wellBusiness Response
Date: 09/07/2022
September 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17795302
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: June 16, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has reached out to the customer that ****************** submitted his complaint for. Vivint has agreed to provide a full cancellation of the account and provide a refund. ****************** 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:08/29/2022
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 had a Vivint system installed in December 2019. I paid for my equipment upfront and was on a month to month contract. I had additional cameras and equipment installed the summer of 2021 that I paid cash for. In the spring of 2022, I decided to sell my house. I left the equipment behind for whoever would be buying the house. I really didnt want to deal with fixing all of the holes that would be left behind and I was never that impressed with the service. My house sold in June 2022 and I called Vivint to cancel the account. I submitted the required paperwork on June 6th. I had a payment taken out on June 7th. My account was on autopay. I was told it would take 30 days to cancel the account. I received a call on June 15th from Vivint and was told my account was cancelled. When the house was sold, the new owner added himself as a user and I was removed from the account. On July 7th, I had a payment taken out of my account. I was unable to log into the account because Im no longer on the account. I called Vivint and was told my account was cancelled and the representative deleted my credit card from the system. He told me it would take 5-7 days to process a refund. On August 10, I received a monthly bill in the mail. Vivint no longer had my credit card so they mailed me a bill. I called that day and was told my account was cancelled and it would take 5-7 days to process a refund for the July payment and to have the August charge removed from the account. I called today August 28th and was told that I still owe the August monthly payment. The representative sent me a referral coupon. I will never use Vivint again and I wouldnt recommend it to anyone. Im very concerned these charges will be sent to collections on an account that they have confirmed on multiple occasions is cancelled.Business Response
Date: 09/07/2022
September 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17794351
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: December 7, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she signed up with a month to month Agreement. **************** states that she requested cancellation on June 6, 2022 and sent a notice of cancellation. **************** states that she was charged twice. **************** desires cancellation of her account and financing and a refund.
A Vivint representative has reached out to **************** in order to assist. Vivints records show that Ms. ******* account has been cancelled and she has no further obligation to Vivint. Vivints records show that **************** is being sent a check for $102.94. **************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints record show that **************** signed a Purchase and Services Agreement on December 7, 2019 with an initial term of one (1) month. Vivints records show that **************** contacted Vivint on June 6, 2022 about cancellation and sent a notice of cancellation at this time beginning the 30 day cancellation period. Vivints records show that **************** contacted Vivint in August 2022 about this matter as she received an invoice.
Vivint agrees to the above resolution. **************** 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: 09/07/2022
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:08/29/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
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In March I attempted to reach out to Vivant to find out what to do about transferring the subscription with them to the new owners that purchased my home. They would not give me any avenue other than take it with me which I could not do. The new owners have since decided that they do not want the service at all. The battery is dead in the equipment and Vivant is continuing to pursue payment. In addition, I felt pressured to purchase the the cameras with the company as they sent a door to door salesman walking through our neighborhood. I was pressured to allow them to install the cameras an hour later. Also when they installed the cameras they cut holes in the walls in one of the bedrooms because they said they could not do it any other way. We were promised at the time of verbal agreement that ****** would cover the equipment. We soon found out that was not the case. We were also told that if we ever moved we could transfer ownership to the new owner. When I called them that was not an option either. I have attempted to solve this matter but when I call I get the run around and there is never any resolution. I feel that their business practices are less than stellar. I would appreciate any help in this matter.Business Response
Date: 09/07/2022
September 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17791971
Complainant: *************************
Vivint Account #: *******
Date of Agreement: April 29, 2021
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
To assist, Vivint agrees to cancel Ms. ******** Agreement and has waived her past due balance of $302.55. However, ****************** is still responsible for her equipment loan.
Vivints records show that ****************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. ****************** represented that she would pay a monthly services fee of $63.37, and total equipment fee of $3,801.00 that was financed through Citizens, plus applicable taxes during that term. Vivint relied on Ms. ******** representation to ensure she understood her commitments to Vivint as outlined by the Agreement.
Despite the validity of this Agreement, Vivint agrees to the above resolution and has forgiven the remaining 43 months on her contract. ****************** has no further obligations to Vivint however, she is still responsible for her monthly payments to Citizen One for the cost of her equipment.
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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