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
- 7,939 total complaints in the last 3 years.
- 2,721 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:07/27/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We had someone come by from Vivint and knock on our door on Wednesday, July 13th. His name was Khalil M*****. He told us all about his product and asked us to try out a 3 day trial. Our door bell camera went out and we called Khalil and he got a technician out on Monday, July 16th to fix the issue and told my husband over the phone since we had an issue during our trial period, he would extend our trial our another week! On Monday, July 25th (a week later), we decided to stay with our current company which is ***. We call Vivint to tell them we wanted to cancel the trial period. They tell us we are outside of our 3 day trial window. We were told over the phone when the doorbell camera went out that it was a week extension, not 3 day!!! My husband called Khalil, our rep with Vivint, and cannot get him to answer or respond to any text to discuss this. My husband then calls Vivint and speaks to many supervisors and none offer any help. Khalil M***** with Vivint, completely lied to us, scammed us, took our money, and now Vivint will not let us out of a contract with them. Something needs to be done about this now!!!
Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ********
Vivint Account #: *******
Date of Agreement: July 13, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Ms. ******** via email in an effort to resolve her concerns. In her complaint, Ms. ******** is requesting the three-business-day trial period be honored and would like her equipment removed and her account cancelled at no penalty towards her.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement (“Agreement”) on July 13, 2022, with an initial term of sixty (60) months. Section 4.5 of this Agreement states: “You may cancel this Agreement by delivering or mailing a notice to the seller. The notice must say that you are cancelling the Agreement and must be delivered or mailed before midnight of the third business day after you sign this Agreement.” Vivint’s records do not indicate any official written notice of cancellation being delivered for Ms. ********’s account.
Despite the above, as a courtesy, Vivint has offered to cancel Ms. ********’s account and Citizens One loan at no penalty towards her, pending the retrieval of the Vivint equipment. The legal representative is awaiting Ms. ********’s response to schedule this appointment before proceeding with the cancellation.
Should Ms. ******** have any further questions or concerns, she should contact the representative directly.
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: 08/03/2022
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:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I signed up for vivint home security and was lied to. The sales rep did not mention a contract and when the tech came to install it he swiped to the bottom of the contract and only said i need you to sign this so i can have your permission to install the service. They also did not tell me the amount financed was $4,000. I have tried to cancel but they refuse and wont resolve any issuesBusiness Response
Date: 08/04/2022
August 4, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17633394
Complainant: ***** ********
Vivint Account #: *******
Date of Agreement: July 11, 2022
To Whom It May ***************** have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ******** and a resolution has been agreed upon. At this time, Vivint has agreed to provide a full cancellation of the account and provide a full refund upon the removal of the Vivint equipment on August 9, 2022. Once the equipment is removed the account will be cancelled and a full refund will be provided. Mr. ******** 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:07/27/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My ******** purchased a vivint system outright from a sales associate over the phone. While speaking to him he said we would have a 2 month trial and 6 months of monitoring for free. We requested to add a doorbell camera and he said when the technician shows up you can ask him for those extras. He also informed us that vivint includes 24/7 monitoring. Which we later found out that's ONLY if you purchase the *** system. When the day came for the technician to show up he never did. We called vivint and they told us his car broke down. We re-scheduled for the next day and told the technician we wanted the GEN 2 cameras. The technician told us he did not have those available so we called Vivint to request a technician that had those cameras and they completed cancelled our setup and didn't tell us. So when it came time for installation the next morning the technician said he noticed we cancelled and he had the gen 2 cameras now magically available. We called vivint again and they set him up to come that afternoon. When he showed up he was in an extreme rush. He didn't show us how to use parts of the system.. our back camera was installed with the cord hanging out (safety hazard) and didn't allow us to purchase other equipment because he needed to leave. He told us to call in **************************************************** trouble otherwise. He informed us that we needed to purchase a *** system in order for the cameras to continuously record, he said it would be $250 to order from him but he didn't have time that day to do it. We called customer service and the initial guy we spoke to said if we sign up for a term then it's $$ off. We lost connection and when we called back they said the *** system is $350 instead. The entire process has been a nightmare. So we called BACK AGAIN and that representative reached out to the install tech and he verified he told us it was $250. They sold it to us and it was never shipped. I called today and they denied the price.Business Response
Date: 08/04/2022
August 4, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17632200
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: July 6, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she requested additional items and was told to ask the technician for them when they arrived for the installation. ****************** states that they asked and the technician did not have them and would have to be rescheduled. ****************** states that they have not had the *** function and have received differing prices to set it up. ****************** desires contact by the business and delivery.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to cover the cost of the *** services for Ms. ******** account for the initial set up. ****************** 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 6, 2022 with an initial term of one (1) month. Vivints records indicate that ****************** paid for the equipment up front. Vivints records indicate that ****************** contacted Vivint in July 2022 about the cameras that she had installed and again on August 1, 2022 about the services for the ***.
Vivints representative is willing to assist in this matter. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/26/2022
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.
Deceptive practice by salesman. On July 5,2022 spoke with salesperson about an error on my contract. There was a misunderstanding about an extra camera not being on my contract. I told him i wanted to go ahead and cancel the contract as i was within my 3 day window. He then proceeded to ask what he could do to keep my service and i expressed to him that i wanted the extra camera. He agreed and said "there will be no charge to you". Spoke again on July 7th about the camera situation and he assured me that the following Thursday someone will be contacting me. On July 14 reached out and AGAIN told him no one contacted me and he was going to call me the next day to let me know what happened. as of July 26 no contact from salesman and still no camera. I have all the text messages associated with this complaint.Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: July 2, 2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** ****** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted Mr. ****** to resolve his concerns. Mr. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 08/15/2022
August 15, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: July 2, 2022
To Whom It May Concern:
I have reviewed the additional information provided by Mr. ****** ****** and appreciate the opportunity to respond.
Vivint’s records indicate that this issue has been resolved to Mr. ******’s satisfaction. Mr. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/15/2022
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. I appreciate Ms. Tari D** attention to this matter to get it resolved.
Sincerely,
****** ******Initial Complaint
Date:07/26/2022
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.
In June 2019 we had a gentleman come to our door selling Vivint Explain to us there was a no contract but that you did have to buy your own equipment and that you would have 60 months To pay offset equipment. At that time no contracts are signed and we were given the information to get the loan for the equipment. Approximately three weeks ago we started trying to delete or cancel account the first time my wife called told that I personally had a call because my name is on the I called two more times both times being hung up on on today July 26, 2022 we spoke to a ****** she confirmed over the phone with ************ that our loan has been paid off and give us a quote of $456.17 to get out of the contract that we never signed. I recorded this and let her know that she was being recorded she then said she would send an email that would give us directions on how to pay off the balance she said email was ever sent but we continue to be on hold at one hour and four minutes still no email we went to cancel a subscription to Vivint I want something in writing stating that we are canceled and free of any other obligation to them.Business Response
Date: 08/04/2022
August 4, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17628965
Complainant: ****** Smith
Vivint Account #: *******
Date of Agreement: June 20, 2019
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 processed the account cancellation and waived any remaining contract term and associated balance. ************** has no further obligation to Vivint and 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:07/26/2022
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 business charged us for equipment we already had and recorded my husband without permission. I explained to the rep that you were suppose to discuss with me before anything was signed and he assured we were not being charged for any equipment prior to service. My fianc is dyslexia and was told to sign per request not to advise payment. It has only been an 3 weeks and we have received a credit **** we was unaware of and ran credit for that was not agreed to. They requested information to verify identity. I am seeking legal aid but this is not right. Im requesting removal of services and credit. He was lied to and deceived of services. Plus recording was done without consent. The consultant clicked everything and didnt allow us to read anything that stated credit check or anything as far as locking into contract. After reaching out other people has been done the same way and didnt think they had a chance of fighting due to the wiretapping. Which is against the law because it was done in our home without consent or knowledge. This is the beginning measures that I will be taking.Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17628596
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.
A representative from Vivint has recently contacted ******************** via email in an effort to resolve her concerns. In her complaint, ******************** is requesting cancellation of her account at no penalty towards her.
Vivints records indicate that **************** is the contract signer on the account. On July 9, 2022, **************** signed a Purchase and Services Agreement (Agreement) for an initial term of sixty (60) months. **************** also performed a digital survey that audio and video recorded his understanding of the overall terms of the Agreement. The digital survey reads each question aloud and has each question written on the device it is being taken on for clear understanding. Question four asks: This survey will be both audio and video recorded for quality assurance. Simply say YES or NO and then tap the corresponding answer on the screen. Do we have your permission to proceed? **************** answered yes to the question. Question seven asks: Congratulations, you were approved for a line of credit with Fortiva Retail Credit. Fortiva will contact you following your activation. The APR on this line of credit is 0%. Is this correct? **************** answered yes to this question. Question eight asks: Did your representative provide you with the Fortiva Retail Credit terms and conditions? **************** answered yes to this question. Mr. ******* response to these questions as well as his signature on the Agreement show his understanding of the terms, including the equipment loan, as well as show his consent for the audio/video recording.
Despite the above, as a courtesy, Vivint has agreed to cancel the account and Fortiva equipment loan at no penalty towards **************** pending the retrieval of the Vivint equipment. The legal representative is awaiting Ms. ********* response to schedule this appointment and to proceed with the cancellation.
Should ******************** have any further questions or concerns, she should contact the representative directly.
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:07/26/2022
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 received a door to door salesman from vivinit in late May he was very pushy I made it clear I wasn't interested In a security system. The salesman for vivinit said you should at least try the system out I still refused. He then keep pushing to at least give it a try If I didn't like it I could cancel within 3 days. I said yes I will give it a try June 3 I signed up. I gave it a day and did not like the system especially for the monthy payment. I emailed my cancelation June 5. I decided to call the next day and spoke with a customer service representative for vivinit that said they never received my email. So I emailed it to them again. I have the email in my Gmail as proof if need be. The customer service representative said the cancelation went through and I should get an email in 1- 3 days. I scheduled a equipment pickup and they picked up security equipment. I never did get the email they said i would get. and have called numerous times have proof of that to if need be and each time they say it's canceled. It is now July 26 and vivint has still never canceled my account I have been charged over 140$ that should be refunded. They are still taking my money out every month and so is there financing company Fortiva. They are going to take another 85 dollars in August. If this doesn't get resolved I will get my lawyer to draft a legal document of possible further action on this matter.Business Response
Date: 08/04/2022
August 4, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17627939
Complainant: ****** *****
Vivint Account #: *******
Date of Agreement: June 3, 2022
To Whom It May ***************** have reviewed the information provided by Mr. ***** and appreciate the opportunity to respond.
In his complaint, Mr. ***** states that his sales representative was very pushy when it came to selling the system. Mr. ***** states he was told that he had a 3-day trial period to test the system or cancel if he did not like it. Mr. ***** states that he decided within one (1) day that he did not like the system and wanted to cancel. He states that he sent in the notice of cancellation via email and called Vivint the next day in which he was told that Vivint did not receive the email. Vivint notified Mr. ***** that the cancellation went through and that he would receive confirmation within 1-3 days. Vivint has already removed the equipment. Mr. ***** states that as of July 26, 2022, the service is still active, and he is still being charged. Mr. ***** desires a refund.
A Vivint representative has attempted to contact Mr. ***** via email efforts to resolve this matter. Vivint has expedited the cancellation of the account and provided a full refund. Mr. ***** can expect to receive the refund in 7 business days.
Vivints records indicate that Mr. ***** did request cancellation and was informed that the cancellation process *** take longer than expected. Records indicate that the cancellation has been expedited.
With the above information Vivint has expedited the cancellation of the account and provided a refund. Mr. ***** has no further obligation to Vivint and *** 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 LegalInitial Complaint
Date:07/26/2022
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.
On 7-14-2022 I purchased a Vivint security system. My internet line had been cut by workers in the area, so they could not test nor install my system at the time. They were not able to partially install the system until the 19th. I then noticed all the issues and began trying to cancel on the 21st. I feel as though I was not given a fair right to cancel period; 3 days. I tried to cancel within 3 days of installation and have been getting the run around ever since. They were also short hardware, and some components were not compatible. The smart garage nor the last 3 cameras have been installed. Once I began to test the system, it was clear that I had been lied to. I did not receive a 4K UHD system. The quality is highly pixelated, and just poor. The app won't stay open; it constantly crashes. The video playback responds at random as well. I have spent hours and hours back and forth with Vivint with no success. They have tried a software update, rebooting the system and so on. I have been told several times that they can't fix it. Then, if they can't fix it they will remove and accept the return of the system. Then at one point I was told that just because the system isn't up to my standards, they can't deem in unserviceable. On their end he cameras are on and that's all that matters. Evidently the quality does not matter to them. Please help me get my money back. I just want them to come and remove their system and give me a refund. I was cheated out of a fair 3 day right to cancellation. I was also lied to and the system I was given is not the system I was sold on paper for almost $4K. Thanks, **** *****Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *****
Vivint Account #: *******
Date of Agreement: July 14, 2022
To Whom It May Concern:
I have reviewed the information provided by **** ***** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted **** in an effort to resolve their concerns. Vivint’s records indicate that this matter is currently being resolved to ****’s satisfaction. At this time, **** has no further obligation to Vivint.
Should **** have any further questions or concerns, They should contact the representative directly.
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: 08/03/2022
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
**** *****Initial Complaint
Date:07/26/2022
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.
Installation for Vivint was scheduled on 05/13/22 for 5:30pm and did not show up until after 7:00. During this time, he misplaced the driveway camera and had drilled unnecessary holes in my interior and exterior walls. They were patched, but not very good. He had told me that the fire/CO2 sensors would be installed by another person and they would call me within the week. That never happened. A week after the installation, the front door lock would never work properly and the driveway cameral quit working all together. So, on 05/18/22, I called for them to come fix the issues. On 05/24/22, I waited all day, but the technician never showed and never called. I called them on 05/25/22 to reschedule for 05/28/22. I was told they would install the fire/CO2 sensors at that time. On 05/28/22, I was called by the technician and told they had to reschedule because "they're stacked due to the holiday." A technician did not come until 06/06/22. At this time the camera was fixed, but the front door lock still never worked right. I, myself, ended up pulling off the face plate on my door to get it to work. The technician did not install the fire/CO2 sensors and again said it would have to be installed by someone else. So, I called again on 06/08/22, and they scheduled me for 06/09/22. I waited all day and nobody showed up or called. On 06/09/22, I called to cancel the fire/CO2 sensors and requested a credit for the equipment. Was never sent verification of that credit. On 06/14/22, all my cameras were out due to a "System Outage" and never recovered. I called on 07/17/22 to troubleshoot issues, but they were not resolved, so they were sending a technician on 07/19/22. The technician never showed. Rescheduled for 07/21/22, and technician never showed again, and was rescheduled for 07/26/22. In the past 3 months, feel that Vivint has not held up to their end of services and have caused me unnecessary grief, as well as missing a lot of time at work.Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17625050
Complainant: ******* Jessup
Vivint Account #: *******
Date of Agreement: May 13, 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 LegalCustomer Answer
Date: 08/08/2022
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, as of now. Vivint agreed to let me return the equipment without penalty and would refund the line of credit and it would be forgiven. I have received confirmation of the cancelled service, but have not yet received confirmation of the line of credit cancellation or verification that it will not effect my credit. I am hoping they will continue to follow through with the agreement. Thank you so much for your help with this matter.
Sincerely,
***************************Initial Complaint
Date:07/26/2022
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 cancelled my service with Vivint almost 3 years ago. However, all of a sudden, this year I have been receiving bills from Vivint every month. I do not owe them anything. I have called them every month this year to get this corrected. They tell me they have another customer with the same name and they have corrected it, but the next month, I get another ****. I have excellent credit and I do not want this to affect it! I want this corrected and stopped asap. Can you help?Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17611695
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: September 4, 2015
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she cancelled in 2019, but recently began receiving bills. **************** states she was told these are connected to a different account. **************** desires a billing adjustment and no further contact by the business.
A Vivint representative has reached out to **************** in order to assist. ****************** account has been cancelled since 2019. **************** has no further obligation to Vivint. Vivints representative is working with Vivints billing team to confirm the addresses associated with ****************** 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 September 4, 2015. Vivints records show that **************** contacted Vivint and cancelled her account in October 2019.
Vivints representative is willing to assist as possible. **************** 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: 08/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*****************************
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