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
- 7,941 total complaints in the last 3 years.
- 2,727 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:07/25/2022
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.
The company is selling faulty equipment (smart fire/smoke/carbon alarm) and alarm panel (bascially means the entire system is useless) and is refusing to provide a refund and remove the equipment along with repairing the damages to the home from installation.
Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17620598
Complainant: ******* ****
Vivint Account #:*******
Date of Agreement: 3/10/2020
To Whom It May ***************** have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
In his complaint, Mr. **** explains that he is dissatisfied with his service. Mr.**** requests cancellation, a refund and repair to his home.
Vivints records indicate that an appointment for service is scheduled on August 5,2022. Following this appointment, if Mr. **** remains dissatisfied, Vivint is willing to cancel ************** account. Any damage made to his home will be reviewed and repaired if necessary.
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 NAME completed the required Pre-Installation Survey on March 10, 2020.
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,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 ************** representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
Despite the information mentioned, Vivint agrees to the resolution above. A representative from Vivint has contacted Mr. **** via email. If Mr. **** 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 LegalInitial Complaint
Date:07/25/2022
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.
In April 2021, I cancelled services from Vivint. At that time, I had to pay off the purchased Equipment and pay off the balance of a contract. These totaled two unique prices at ****** and ****** each. One year later, I was charged 3 fees, starting April 11, 2022 in the amounts of *****, *****, and *****. For multiple weeks, I have spoken to a number of representatives to attempt to get this fixed and confirmed that I paid the fees required in 2021 as stated from Vivint. On July 8, 2022, I now have another charge ******. On the phone after an hour wait, I am now being advised I need to submit a cancel form. IF 3 weeks to cancel is their answer, let alone the inability to cancel services requested after paying all fees, and THAN not receiving a refund of charged funds after believing this was behind me, this is very much feeling as if Vivint is operating fraudulently and scamming customers. I now am getting unauthorized charges as a verbal statement of cancellation should be proficient enough for a cancellation of services. The walls we have faced since June 2022 has been very inappropriate to cancel a service. Secondary, no previous cancellation email received in April 2021. Only email from Vivint received was password change request on April 13, 2021. With this: Representative M.G. (name redacted) was VERY helpful and seems we finally were in touch with the correct person. They were helpful and seemed empathetic and understanding. However, as a company in whole, very shady practices. At this time, we directly sent requested information and allegedly will be getting refunded all 2022 fees. This has yet to be proven and if not completed within 10 business days (allowing time for Vivint to do what they stated), will escalate from review to issue, and if not resolved by BBB, will further escalate to ***** Attorney General for further review of Fraudulent business practices and interstate wire fraud.Business Response
Date: 08/03/2022
August 3, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17539745
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 8, 2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to process the cancellation of the account. ****************** will receive a refund of all payments made between April 14, 2021 current within the next 7 business days. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 08/10/2022
They did not fulfill the agreed upon. I waited as this company has had a history of saying one thing and doing another. This account was supposed to be cancelled in April2021, and again in June and July 2021 and was just recently completed. The refund expected was far shorter than what was discussed with them keeping over $600 from agreed upon, as seen in bank statement and in the discussions.I have also reached out to the legal representative directly from vivint.***Sent from my iPhoneBusiness Response
Date: 08/16/2022
August 16, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17539745
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 8, 2018
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** via email in effort to verify he has received the initial resolution of cancellation of the account and a refund. At this time, Vivint has processed two (2) refunds Once in the amount of $211.73, the second being the amount of $668.64. The refunds total $880.37. Vivint has also cancelled 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 LegalCustomer Answer
Date: 08/16/2022
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,
*****************************At this time, I do see the proper amount pending as a refund.
Initial Complaint
Date:07/25/2022
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.
After having a settlement through the BBB and Vivint in April 2022 complaint #******** I look at my bank statements and Im still being charged for monthly services that I have canceled in October 2018. The charges have overdraft my account because times are tough and money is limited for me I just bought a new home in MD. Ive been charged for ********* ****** after the fact of us settling out and determining I was wrongly charged and now it continues to happen. I have contacted ********************* a VIVINT LEGAL REP ************************************Business Response
Date: 08/02/2022
August 2, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17619452
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 21, 2015
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. Vivint has refunded $147.30 for the charges after the agreed upon resolution. ******************** has no further obligation to Vivint. ******************** 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:07/24/2022
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.
A vivint salesman ******* came to my door on July 15 2022 asking if he can put up their sign in my yard since it is open and there is alot of traffic going through. Before long he was selling me their security system and explaining to me about it. He mentioned several services that they offer and said that it can be tailored to what I need. I was very clear about wanting thermostat and garage opener in addition to the security system. 2 technicians came over and installed the door panel sensors and doorbell and the panel. They explained my thermostat is too analog and is not compatible with the system. Later they also said that my garage opener is also old and they will have to order a compatible one and have it installed the coming Thursday. I called ***** the Salesrep on Wednesday, which was the last day of the trial to explained that I couldn't get the thermostat and still don't have the garage opener and whether someone was still coming on Thursday to install it. He said yes and and I agreed to wait for the garage opener to be installed. My understanding was that I had the extra day or until the garage opener was installed as the trial period. ***** did not explain to me on the call that I could still cancel the contract without having everything set up. My understanding was that I was provided with extra days until everything was installed to accept or refuse their services. I call back on Saturday and explained that a technician never came to install the garage opener or call about it and that I am no longer interested in the service because I was already disappointed and I was not getting what I wanted. He asked me to call the office and cancel on Saturday not even letting me know that I need to send in a notice of cancelation. I have spoken with 3 reps ******* situation but they all insist that I have to stay with their services or pay off ************ $3,000 to cancel. I ws greatly misled by the salesrep and wish to cancel the services and be refunded.Business Response
Date: 08/02/2022
August 2, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17566309
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: December 12, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her rebuttal, ****************** states that she never signed an agreement. She states she agreed to a one (1) year contract and nothing more. ****************** states that the sales representative did not allow her to complete the survey with the device in her hands. ****************** also states the sales representative told her the equipment would be paid off within the one (1) year contract. ****************** requests proof of any documents signed. ****************** desires a correction to her credit report and the full amounts of her owed debt to be remove from collections.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has pulled the remaining Vivint Monitoring contract fees from collections. However, ****************** would remain responsible for the remaining Retail Installment contract fees for the equipment loan that is in collections unless otherwise determined by the results of the dispute of the signature on the contract. Vivint has requested ****************** send in a copy of the signature on her Drivers License to begin the signature dispute process. Vivint has also sent ****************** the requested signed documents.
Vivints records indicate that December 12, 2020, ****************** participated in a pre-installation survey where she agreed to a sixty (60) month term for the Vivint monitoring services. Records also indicate on December 12, 2020, ****************** signed a Retail Installment contract for the equipment with a term of sixty (60) months.
With the above information listed, Vivint has offered the above resolution. ****************** 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 LegalBusiness Response
Date: 08/02/2022
Better Business Bureau of ****3703 ********************************************************* style="font-size: 16px; font-family: Calibri, Arial, Helvetica, sans-serif;">RE: Consumer Complaint Case #: 17616402Complainant: ***************************Vivint Account #: *******Date of Agreement: July 9, 2022To Whom It May ****************** style="font-size: 16px; font-family: Calibri, Arial, Helvetica, sans-serif;">I 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 process a full cancellation and provide a full refund of **************** account. A technician has been scheduled to remove all Vivint equipment. Full closure of the line of credit will also be processed. ************** 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:07/23/2022
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 got Vivint setup when someone came and knocked on our door. They told us that the equipment would be free and that we wouldnt have to pay anything. We already had an alarm system and we were stuck in a contract too, the rep said he would pay the rest of our contract for us as well. After the rep left and the system was installed, we were sent a financing **** and saw that the equipment wasnt free, and that we had to pay for it over a 5 year contract! And then after the install, we found out that Vivint would not pay for the full amount of the contract from our old alarm company, so we had to come out of pocket for that. Even though we were promised that they would pay the whole contract out. Because of this, were very upset with Vivint and wouldnt recommend it to anybody!Business Response
Date: 08/01/2022
August 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17615300
Complainant: **** Johnson
Vivint Account #: *******
Date of Agreement: August 16, 2018
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he was promised free equipment by the sales representative at the time of sale. He also explains that Vivint did not pay for his previous alarm company, so he had to do that out of pocket. ****************** desires a refund.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve his concerns.
Vivints records show that ****************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $39.99, and total equipment fee of $905.51 that was financed through Citizens, plus applicable taxes during that term. On December 5, 2018 ****************** was issued a credit of $750.00 to his credit card ending in **** for the final contract buyout of his previous security company.
Vivint agrees to the above resolution. ****************** 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:07/23/2022
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 have repeatedly asked this company's sales people not to come on our property, not to knock on our door, we are not interested. They continue to try to sell us the same product and their employees will not leave our property promptly when asked. I called the company today after another incident and the company refused to assist in any way and told me to be mean to the employees as the only way to combat their solicitation. This is an unacceptable way to conduct business and bordering on harassment with the number of times they have solicited us for the same product.Business Response
Date: 08/02/2022
July 23, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** *******
Vivint Account #: N/A
Date of Agreement: N/A
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. ******* requests Vivint sales representatives cease knocking on her door.
Vivint wants to thank Ms. ******* for bringing this to our attention as we take these matters very seriously. Ms. *******’s address has been placed on a permanent do not contact list and she will not receive any further contact by Vivint sales representatives.
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:07/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am moving out of state to go live with family so I called Vivint to cancel. First of all I had to wait around ***** minutes to get through to customer service. When I finally got through they gave me all different scenarios to cancel without having to pay. They said I had to pay Vivint $813.22 for early termination and $368.20 to ************** When I told them I could not afford this since Im going through a difficult medical problem, they asked me the problem and was told I didnt qualify. Apparently you have to be dying. I was so upset but needed to cancel since Im moving soon so I paid in full. I asked them to come and pickup the equipment they told me I could throw it in the garbage. I wanted it out if the home since new owners didnt want it. Finally they agreed to send someone out today, Friday July 22nd between 8 & 12 no one showed and at 12:00 Vivint called me and said they could not come and could not give me another day before I move, I was furious and told them I will throw the equipment in the garbage. I am looking to be compensated for the full amount I paid and the pain and anguish they caused me.Business Response
Date: 08/01/2022
August 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17613432
Complainant: ******** Verrico
Vivint Account #: *******
Date of Agreement: June 24, 2020
To Whom It May ***************** have reviewed the information provided by Ms. ******** Verrico and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact ****************** via email and phone to resolve her concerns. Vivints records indicate that on July 29, 2022 a refund in the amount of $813.22 was issued to Ms. ******** checking account ending in **** and her account is being processed for cancellation. ****************** 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:07/22/2022
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.
DO NOT DO BUSINESS WITH VIVINT! They charge $27/mo for their "service" PLUS $32/mo for 60 months for the most basic equipment I got suckered into a "deal" with these guys because I had JUST bought/moved into my first house; I was dealing with getting so many things settled at the time, I went with Vivint without doing enough research - I can only hope you're reading this BEFORE going with them. I've only had their service for about 13 months and, going back to my email, I count no less than 7 times I've had to either chat with an agent about an issue (12/30/21, 01/03/22, 03/10/22, 04/18/22, 04/28/22, 06/20/22, 07/22/22, and those are just the ones I didn't delete from my email, not to mention all the issues I just never took the time to call in or chat with an agent about, because we got so used to such bad service all the time). The cameras constantly glitch, we regularly get detection notifications up to half an hour after the actual detections (if it even detects at all), and the detection zone is inaccurate (it detects my neighbors in their yard, which is not in my detection zone). But the final straw was when I noticed that we haven't had any recordings for 11 DAYS. We're getting our mail and going in and out the door so there should be a ton of recordings when I go to my app, and there's nothing at all for the past 11 days. I am so sick of worrying whether my camera will actually capture/record video in case something does happen. It is so unreliable that I don't feel any more secure with it in my home. When I tried to cancel my service they said that they want to send a technician over to service the equipment. I explained that even if they did I'd still want to cancel my service because I no longer wish to do business with them; they are not a reliable security system company and so I don't think they held up their end of the deal. They insist I would owe 23 months of payments to cancel, but I just want to return everything and be done with them!Business Response
Date: 08/01/2022
August 1, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ***** ****
Vivint Account #: *******
Date of Agreement: May 27, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Mr. **** via email in an effort to resolve his concerns. In his complaint, Mr. **** states that he has had repeat equipment issues and is requesting the cancellation of his Vivint account at no penalty towards him.
Vivint’s records indicate that Mr. **** signed a Purchase and Services Agreement (“Agreement”) on May 27, 2021, with an initial term of sixty (60) months. This contract is not set to end until May 27, 2026, and early cancellation of this Agreement would result in needing to payoff the equipment balance and buyout the remaining months of services unfulfilled. Despite the above, as a courtesy, the legal representative has offered to cancel Mr. ****’s Vivint and Citizens One account at no penalty towards him, pending the retrieval of the Vivint equipment. The representative is awaiting Mr. ****’s response to schedule this appointment before proceeding.
Should M. **** have any further questions or concerns, he 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 LegalInitial Complaint
Date:07/22/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been trying to get Vivint Smart Home to fix my air conditioning. The main power box has been off line. i have made several attempt to get this fixed. I called again last Monday, 7.18.22 to get a technician out to my house. Vivint had me go back and forth between the main control panel and the thermostat for 45 mins. i have cancer and couldn't stand this long. We lost connection on the phone. i called today to get a technician out to my house. The lady ***** wanted to do the same thing the lady on Monday did to see if I needed a new thermostat. I told her i wanted a technician to come out and get this fixed. It should have been determined on Monday what i need. She told me we had to do the same thing as Monday. Last end October/1st part of November, my thermostat went out. they were to overnight on new one to me but left me for 5 days without heat. I am frustrated and tired of buying 20# bags of ice to put in bowls, in front of fans. i am already nauseous because of chemo and the heat is making it worse. I am paying for a service i am not getting. I will be finding another security service. What can i do in the mean time? who do you recommend as a reputable security company? I don't know what to do about this. Please help me.Business Response
Date: 08/01/2022
August 1, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17611835
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 9/14/2020
To Whom It May ***************** have reviewed the information provided by ********************* and appreciate the opportunity to respond.
In her complaint, ********************** explains that she is experiencing issues with her thermostat. ********************** requests a credit, repair and a reimbursement.
Vivints records indicate that Vivints ********************** is currently assisting ********************** and will reimburse her for an HVAC technician to repair the thermostat.
In an effort to further assist **********************, Vivint has issued a two-month service credit to her account and has reimbursed her half of the amount requested for the money spent on bags of ice, $92.40. ********************** should receive this refund within **** business days.
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:07/22/2022
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 canceled my service with this company in writing on July 13th. I was just told by a CSR that they are still charging me for another 30 days past that date, and that I will be charged on 8/9/22 for a month of service I did not receive. He then refused to let me speak with a supervisor.Business Response
Date: 08/01/2022
August 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17610568
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: May 9, 2021
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she cancelled her service in writing on July 13, 2022 but was advised that she will be charged for another month of service in August. ******************** desires to have her billing stop on the same day that her service stopped.
A representative from Vivint has reached out to ******************** via email to ensure that her concerns are resolved. Vivint has submitted Ms. ********* account for cancellation, so she will not be charged for service in August.
******************** signed a System Purchase and Services Agreement (Agreement) which states that the Agreement will automatically continue month-to-month and either party may terminate.. at any time upon at least thirty (30) days prior written notice to the other party. Vivint received Ms. ********* notice of cancellation on July 13, 2022 (postmarked July 8, 2022) and her cancellation would have processed in 30 days.
Despite this, Vivint has cancelled Ms. ********* Agreement and she has no further obligation to Vivint. ******************** 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 Legal
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