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
- 7,935 total complaints in the last 3 years.
- 2,738 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:08/04/2022
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 an account for Vivint that has existed for 5 years. The security equipment has been paid for and I am no longer under any contract or payment plan with Vivint. I have been trying to cancel this service for 3 weeks now in an attempt to cancel prior to the next billing date of August 5th. Cancellation cannot be done online or via online chat; Vivint requires a phone call during weekday business hours. My wife and I have both spoken to customer representatives who will not cancel the service and have continued to try to convince us to keep the service, which we do not want. When I called they required me to verify with the company that provided the equipment that the account was paid off, but that line was unavailable due to technical issues. When my wife called the next day they were unable to give the "confirmation" that Vivint said it required. When she called back the next day because I was at work and unable to, they refused to discuss it with her because they said it had to be me because the account was in my name. Obviously, the previous day when I spoke with them they wouldn't cancel it for me either, and had records of the attempt to call and make the cancellation. We have been going round and round with this company trying to cancel an account and they essentially are refusing to do so. Customer representatives have not allowed me to speak to someone more senior, but instead have insisted that everyone will give me the same information. We are very frustrated as this service hasn't worked properly in nearly two years, the equipment has been broken and repairs made lasted only a couple of days before it quit working again, and now that we are able to cancel Vivint just will not allow us to cancel the service. It seems like they train their representatives to frustrate the customer as a strategy.
Business Response
Date: 08/12/2022
August 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17672366
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 5, 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 spoke with **************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the account effective August 3, 2022, 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:08/04/2022
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 was getting charged for late fees due to their error on their end. I finally realized what they were doing and called them on it. I never had any issues with my credit card and for some reason their system stopped charging me back in Feb or April. They have been charging me ***** a month and continue to do so. I calle and they were supposed to be refunding me back in June and I have yet to get a ***** refund. I want a refund so I can cancel my account and establish business elsewhere. The case number is CA-*********Business Response
Date: 08/12/2022
August 12, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17671569
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 2/2/2021
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ explains that she has been mistakenly charged late fees on her account since April. ************ requests a refund of these fees.
Out of goodwill, Vivint has issued a refund of $50.00 to ************ which should be received within **** business days.
However,it should be noted that Ms. ***** account has continued to carry an overdue balance since April 2022. A representative from Vivint has contacted ************ via email and provided her with a picture of her account activity. 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:08/04/2022
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 name is *********************** on July 10 2 gentlemen come to the house to talk about Vivint. We talk about how they didnt need cable to use the cmaras or the internet to keep working and how they were the number one in the world and explain about the cmaras but they didnt tell me about the time I need to keep the service to cancel them. I call to cancel they said I couldnt cancel the service I explained that I wasnt able to be in 2 different contacts and they didnt want to cancel I dont want their services I was with cpi and I explain that to Vivint and they refuse to cancel the services I have to try to explain my self more than one time and they dont want to hear me. I cant be compromised with 2 companies am with cpi and Vivint they don't let me cancel I need to speak with the owner maybe he will understand the rules more than his employeesBusiness Response
Date: 08/12/2022
August 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17670034
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 9, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she has two (2) alarm companies at this time and her previous provider would not allow her to move to a new provider. ******************** states that she has requested that Vivint cancel the account, but she has not been able to. ******************** desires cancellation of her account.
A Vivint representative has reached out to ******************** via email in order to assist. Vivints representative is willing to assist with the cancellation of ******************** account. ******************** 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 July 9, 2022 with an initial term of sixty (60) months. Vivints records show that Vivint offered a buyout to assist ******************** in paying off her previous provider to enable switching to Vivint. Vivints records indicate that ******************** provided the buyout amount and a gift card has been sent to ********************. Vivints records indicate that ******************** contacted Vivint on July 27, 2022 about cancellation of her account outside of her right of rescission period.
Vivints representative is willing to assist ******************** with cancellation. ******************** 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: 08/18/2022
Complaint: 17670034
I am rejecting this response because:I have try to cancel and they are trying to charge me with all the money when I been trying to cancel it and they are forcing me to pay it when I already had CPI. If you could help me please
Sincerely,
***********************Business Response
Date: 08/24/2022
August 24, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17670034
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 9, 2022
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her rebuttal, ******************** states that she is being asked to pay off her account in order to cancel. ******************** requests assistance.
A Vivint representative has reached out to ******************** via email in order to assist. Vivints representative is willing to assist with the cancellation of ******************** account by retrieving the equipment and refunding the payments that have been made. ******************** may contact Vivints representative directly if she has any questions or concerns regarding this matter and to schedule an appointment.
Vivints records show that ******************** signed a Purchase and Services Agreement on July 9, 2022 with an initial term of sixty (60) months. Vivints records show that Vivint offered a buyout to assist ******************** in paying off her previous provider to enable switching to Vivint. Vivints records indicate that ******************** provided the buyout amount and a gift card has been sent to ********************. Vivints records indicate that ******************** contacted Vivint on July 27, 2022 about cancellation of her account outside of her right of rescission period.
Vivints representative is willing to assist ******************** with cancellation. ******************** 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:08/04/2022
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.
This company ended up giving us approx. three different contracts. The only contract with all signatures on it has on as a month to month customer. When they offered to upgrade our services they did not inform that would effect the terms of the contract 9month to month) now they are saying this upgrade placed ****** contract we cannot cancel at the end of a given month. We want the initial contract agreement as they did not disclose to us that those terms would be changed nor did we sign for those terms to change.Business Response
Date: 08/12/2022
August 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17668891
Complainant: ****** Boles
Vivint Account #: *******
Date of Agreement: July 7, 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 the account and waive any remaining fees associated with the account. ************** 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:08/03/2022
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 had Vivint for about 4 or 5 years. The last 2 1-2 years the system does not work. I have had countless complaints that I can not set the alarm. Techs have come out and a few days later the same issue. They say its ok to set the alarm, when I do it goes off by itself. The police have come out a few times while I am at work. I continued to make complaints to Vivint. Two months ago, another tech comes over. Checked sensors and told me it was ok to set. I set it, left to work and it went off twice. The police warmed me that I would get fined the next time this happens. So, again I stop setting the alarm. I have tried to cancel along with my father ***************************** who initially got the system, but all payments come out of my account. Now we are being told that in order to cancel, we have some kind of loan to pay off. So, I have been making all those monthly payments for 2 1-2 years for an alarm I can not set or use. I have asked repeatedly to cancel and not take any more funds out of my account to no avail. They have taken all this money for free. No service, the system has not worked in years and on top of that they want more money to cancel when they already got all that free cash. I need to recoup some of my money, get this equipment out of my house and get an alarm in my home that works. **************** people are horrible and could care less.Business Response
Date: 08/09/2022
August 9, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17668148
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: August 23, 2017
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
In her complaint, ********************** states that she and her father signed up for services in 2017. ********************** states that she has experienced unresolved equipment issues since 2020. ********************** states she contacted Vivint to resolve the issues, but they would return. ********************** desires cancellation of her account, a refund, and the equipment returned.
A Vivint representative has reached out to ********************** via email in order to assist. Vivints representative is willing to cancel ************************ account without penalties upon ************************ confirmation. Vivints representative is also able to refund $300 to the checking account on file as a courtesy. ********************** 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 23, 2017 with an initial term of sixty (60) months. Vivints records indicate that ********************** received equipment financing with Vivint at this time as well. Vivints records indicate that ********************** contacted Vivint in December 2020 about sensor issues she was experiencing. Vivints records indicate that Vivints representative attempted to schedule a technician to come to ************************ home at this time, but the call ended prior to the appointment being scheduled. Vivints records indicate that ********************** contacted Vivint again in November 2021 about this matter and a technician came to ************************ home. Vivints technician indicated that the sensors batteries were dead and the covers were loose. Replacing the batteries is a customers responsibility normally to ensure that the system is operating. Vivints technician replaced the batteries and secured the sensors. Vivints records indicate that ********************** contacted Vivint in February 2022 and another technician came to her home because the panels power was not connected. Vivints technician indicates that the outlet that the panel was connected to was not functioning and the technician connected the panel to a new outlet.
Vivint agrees to the above resolution as a courtesy. ********************** may contact Vivints representative directly if she has any questions or concerns regarding this matter as well as to confirm the cancellation.
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:08/03/2022
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 recently had Vivint Security installed in our home for a week trial period. When we tried to cancel they then told us it was only three days and wont let us cancel u less we pay off the equipment 1700$. The paper that states that date was never signed and they refuse to allow us to cancel.Business Response
Date: 08/11/2022
August 11, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17668191
Complainant: ***** Ament
Vivint Account #: *******
Date of Agreement: July 23, 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 her concerns. ************** may contact Vivints representative 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:08/03/2022
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.
2 years ago, Vivint convinced us to have an "11 day free trail with their alarm system". Without any notification or permission, they cut the wires from our old alarm system while installing Vivint's system. The sales/tech told us to call him directly on day 11 to cancel, he never answered. We called Vivint on the 11th day, they said it was too late to cancel because we called after the" trial period" We sold our home in June/2022. We called Vivint to cancel or relocate the system, they gave us 2 options. Option 1: Leave the old equipment and pay $600.00 to get out of the *************** another contract for 5 years and buy all new equipment for our new home. Option 2: Pay $149.00 to remove the equipment and another $149.00 to install at our new home. We picked option 2. The tech came to our home and did not remove all the equipment. He said that Vivint would replace (for free) anything that was left behind. He also did not reconnect the old doorbell. We contacted Vivint and were told they would waive the fee for not uninstalling the equipment property and we would get free replacement for the equipment left in the other house. July 13th, a new tech guy came. He wanted to charge us for all missing equipment and said Vivint will send a new Docusign for us to sign another contract for 5 years. We said we were told the replacement was supposed to be at no charge. The tech left without installing equipment. Vivint charged our bank account $149.00 for the July 13th visit as if the system was installed. We called Vivint again that same day. Vivint set up an appointment for July, 22 and said all missing equipment will be free of charge. Vivint never showed up. As you can see we made every effort to work with them. At this point we want to cancel, we want them to pick up their equipment. We do not want to be charged for the remaining balance of $2,600 for the equipment and $27.00 a month for monitoring. We just want to be released and move on with our lives.Business Response
Date: 08/12/2022
August 12, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #:17590188
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: February 28, 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 cancel the remaining monitoring contract and equipment loan effective July 1, 2022 and will provide a refund for any payments made after July 1, 2022. **************** 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:08/03/2022
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 July 12th, a door-to-door salesman came into our home to sell us a Vivint home security system.During his pitch, the salesman mentioned the following: 1. That he was offering a great deal to 10 households who subscribed whereby the equipment would be provided free of charge, and 2. That we would have 30 days to cancel should we decide that we didn't want the product.Whilst signing up, one of the steps was to apply for a personal loan for the value of the equipment. I didn't connect the dots at the time, but this rendered his first statement false.After chatting about it over the weekend of the 16th of January, my wife and I agreed that we didn't really want or need the system. I called Vivint on Monday the 18th to cancel. The agent I spoke to called the salesman and asked if he had given us 30 days to cancel and he denied it. As such, I was told that according to the contract I only had 3 days in which to cancel and get a refund and that if I was to cancel now I would still have to pay for the equipment (about $3000).Notice of cancellation was sent to my email address, but I didn't read it until after calling Vivint on January 18th. Part of the contract signing process included confirming on video that all contracts had been read. I initially did not answer yes to this question, but the salesman said it was fine and I could go ahead and say yes.Business Response
Date: 08/11/2022
August 11, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17666688
Complainant: **** ********
Vivint Account #:*******
Date of Agreement: 7/12/2022
To Whom It May ***************** have reviewed the information provided by Mr.******** and appreciate the opportunity to respond.
In his complaint, Mr. ******** explains that the sales representative gave him a 30-day trial period. Mr. ******** requested cancellation within the 30 days and is now being told that he only had 3 days to try out the system. Mr. ******** requests cancellation and a refund.
At this time, Vivint is willing to cancel and refund Mr. ********s account upon receipt of the equipment.
Vivints records indicate that prior to the installation of any equipment, Mr. ******** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation ******* and if a customer does not pass the ***************************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. ******** completed the required Pre-Installation Survey on July 12, 2022.
During the recorded Pre-Installation ******* Mr. ******** represented that he understood and agreed to the initial term of 60 months. He also represented that he would pay a monthly services fee of $41.47 in addition to a monthly equipment fee of $58.73, plus any applicable taxes,during that term. ******** Mr. ******** 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 Mr. ********s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
Additionally,Mr. ********s System Purchase and Services Agreement (Agreement) states that he has a 3-day Right of Rescission period.
Despite the information mentioned, Vivint agrees to the resolution above. A representative from Vivint has contacted Mr. ******** via email to schedule a system removal appointment.
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:08/03/2022
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.
We had Vivint Home Security System in **. We moved to MD and got another system. When we called to tell Vivint to cancel. They insisted that I fill out an email form. But they still kept billing/stealing our money every month.So, every month since January 2022. Vivint charges/steals our money from us. And every month we have called and filled out their email form multiples times. We even printed it off and mailed everything to them. Every month they keep charging/stealing our money. We no longer need/want their services. I don't want to have to change our back account. But they keep taking/STEALING our money. We haven't used their service since September 2021.Business Response
Date: 08/12/2022
August 12, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17664374
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: July 12, 2013
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she called to cancel her account, and that she was told to submit a notice of cancellation via email. **************** states that she has been being billed every month since January 2022. **************** states that she has not used the service since September of 2021.**************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has cancelled the account and provided a refund total of $263.85.
Vivints records indicate that **************** attempted to cancel the account in August of 2021 but agreed to a deferment of payment to keep her services with Vivint active. The deferment was to last 2 months. **************** called again in June 2022 to attempt to cancel the account. The account was cancelled effective August 5, 2022 and a refund has been sent.
Despite the above information Vivint offers the listed resolution. **************** 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: 08/12/2022
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:08/03/2022
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 cancelled our service with Vivint on 6-21-22 and emailed the required information to them requesting the cancellation. We were advised it would take 30 days to cancel and if any money was owed to us it would be refunded. On July 12 a payment was billed to our credit card for service from July 12 to August 11 for services that were no longer being provided to us. We have made 3 additional calls to Vivint and have only been advised that the cancellation department is backed up. We are requesting cancellation of the service and a refund for services from June 21 to August 11 to the credit card on file. The account is under ***************************.Business Response
Date: 08/10/2022
August 10, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17663239
Complainant: ***************************
Vivint Account #:******
Date of Agreement: 8/29/2007
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** explains that he requested cancellation in June 2022 but was charged soon after issuing the request. **************** requests a refund.
At this time, Vivint is willing to refund **************** his last monthly payment. *************** will receive his refund within **** business days.
However,it should be noted that Vivint requires customers to send Vivint a written 30-day Notice of Cancellation. If the customers charge date falls within the 30 days, they are required to pay and will receive a prorated refund after the cancellation is processed.
Despite the information mentioned, Vivint agrees to the resolution above. A representative from Vivint has contacted **************** via email. If he has any questions or concerns, he 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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