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
- 7,927 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:07/09/2022
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 5/30/22, a Vivint sales rep "persuaded" me to purchase a bundle that included cameras, door sensors, etc. to the tune of $4K. A tech installed a control ****************************** door lock the same day. I was told all other items would be installed on 6/7/22. No one showed or contacted me. After inquiring with customer service, I was told my appt. was changed to 6/12/22 - a date on which I was not available. I arranged an appt. for 6/22/22 instead. On 6/22, a tech arrived and informed me that he ONLY had a thermostat and smoke/CO detector. All cameras were out of stock with no ETA. I contacted Vivint on 7/1/22 & questioned how/why I was being billed for items I don't have. I also inquired about cancelling the out-of-stock items. I was told all items were in stock and was given an install date of 7/7/22. I was also offered a credit of $60. 7/7 came and went. No one showed or called (for the 2nd time). I called Vivint and learned that a tech rescheduled my appt. for 7/15/22. I expressed my disappointment and insisted that all uninstalled equipment be removed from my schedule of service/equipment. I also asked for a NEW schedule that reflects only the equipment/service that I have with correct pricing. After being on the phone with 3 different people for a period of 1 hour and 15 mins, I was told a new service schedule would be emailed to me within 24-48hrs. At 2:30am on 7/9/22, I received an "update" that shows my next payment will be due in August. I guess they are giving me ******* for the month of July since I haven't received all of their equipment. My request to cancel items I have not received needs to be honored. I no longer want the equipment that hasn't been installled and certainly shouldn't be billed for it. This entire ordeal has been a nightmare. What this company is doing by over-promising and under-delivering is truly unacceptable. Vivint should stop selling products that aren't available!
Business Response
Date: 07/19/2022
July 19, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17543313
Complainant: Valencia DeLoach
Vivint Account #: *******
Date of Agreement: May 30, 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:07/08/2022
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.
Ordered service for a third property. Travelled in form out of town to have installation done. Rep named ***** told me he scheduled install for 7/1/22. That was never scheduled. I drove back to ******** and then returned to **** for a scheduled installation of 7/8/22. I drove 6 hours for the rescheduled installation and they didnt show up. Ive requested 4 times to have all my accounts cancelled and they keep ignoring my requests.Business Response
Date: 07/18/2022
July 18, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17540893
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 his complaint, ************** states that he traveled to have service installed on a third property he owns. ************** states that the appointments were not kept. ************** desires cancellation of his accounts without penalties.
A Vivint representative has reached out to ************** in order to assist. Vivints representative is willing to apply a credit to each of Mr. ****** accounts to assist. ************** may contact Vivints representative to confirm the accounts as well as if he has any questions or concerns regarding this matter.
Vivints records show that ************** signed a Purchase and Services Agreement on July 9, 2022. Vivints records show that ************** contacted Vivint about the installation appointment scheduled for July 8, 2022 and to cancel his accounts. Vivints records indicate that a Vivint representative scheduled an appointment for July 9, 2022 and the equipment was installed.
Vivints representative is willing to assist. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:07/08/2022
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 5/18/22 I started service with Vivint. An installer came and added items such as a panel, window and door sensors, glass break and smoke sensor. I noticed the amount financed was extremely high compared to my fathers service contract so I called to get an explanation of the fees and items priced individually. The company was over-charging me for a kit ($1799.00) that included items I did not have installed. Such as cameras and things. I did not have any of these. So I spoke to a representative in the loyalty department that said she would downgrade the kit to the ($599) package and she would put in the request and gave me a case number. Three weeks had passed and my account wasnt adjusted to meet the promised amount. So I called again, about 6 more times! Speaking to person after person who was looking into it. It is now 7/8/22 and still nothing has been resolved and I am still being over-charged for a package kit that I dont need! Its ridiculous. It would be nice if this can be resolved and I dont have to continue to do leg work for a company that shouldnt be scamming customers and over charging them.Business Response
Date: 07/18/2022
July 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17540523
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 18, 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. Vivints records indicate that this matter has been resolved to Ms. ****** satisfaction. The breakdown of charges has been explained to ******************** and a few free months of service have been added to the account due to any confusion and/or frustration.
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:07/08/2022
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.
They wont transfer security system to new owner. They say I must pay for the eqpt. I am moving out of state. They want $2500 .The new owner wanted the system. I have had problems with the them from beginning. Please help.Business Response
Date: 07/18/2022
July 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17539971
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 28, 2021
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 his concerns. In his complaint, ******************** states he is moving out of state and wants to transfer his account to the new homeowners at no penalty towards him.
Vivints policy dictates that the Vivint account can be transferred to new homeowners, but an equipment loan cannot be transferred into someone elses name and must be paid in full before the account can be transferred. Despite this policy, the legal representative has offered ******************** a few possible alternatives as a resolution and is awaiting his response before proceeding.
Should ******************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/22/2022
Complaint: 17539971
I am rejecting this response because: THEY want me to pay$1000 dollars. I wil pay $500 dollars. That is way more than the eqpt. Cost. TAnk you so much for your concern.
Sincerely,
*************************Business Response
Date: 07/28/2022
July 28, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17539971
Complainant: *************************
Vivint Account #: *******
Date of Agreement: July 28, 2021
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A representative from Vivint has recently attempted to contact ******************** via email in an effort to resolve his concerns. In his complaint, ******************** states he is moving out of state and wants to transfer his account to the new homeowners at no penalty towards him.
Vivints policy dictates that the Vivint account can be transferred to new homeowners, but an equipment loan cannot be transferred into someone elses name and must be paid in full before the account can be transferred. Despite this policy, the legal representative has offered ******************** a few possible alternatives as a resolution and is awaiting his response before proceeding. Some of these resolutions do include paying $0 for the cancellation should ******************** opt into those offers.
Should ******************** 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: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/29/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*************************Initial Complaint
Date:07/08/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a beyond ****** off customer. I investigated service with ********************** weeks before I signed up in and was told by multiple representatives, including the one who signed me up ********************************* that the service was for 60 months because I was financing my equipment, however, if my equipment was paid off before the 60 months, that my contract would be terminated because I no longer was financing any equipment or services with Vivint. I called today regarding my service because my equipment was paid off on 7/7 and I no longer have any balance with Citizens One. I followed the steps told me by *********************************, and yet, the representatives refused to rectify the issue stating that I am in a 60 month contract for my service. I never agreed to that, I specifically agreed to the contract if I needed to finance my equipment for 60 months, but I was able to pay it off early as I was told that I could do, and that my services with Vivint would be month to month at that point in time. I was in between discussions with Vivint, Ring and ADT. I left Ring to join Vivint based on false information that was provided to me. I am a beyond ****** off customer because this needs to be addressed appropriately and if you have representatives telling lies to customers, this is unacceptable!!!! I paid my equipment off and my terms with Vivint need to be month to month at this point. I do not forsee cancelling Vivint in the direct foreseeable future, but if this is not rectified, I will be looking to cancel sooner than later. I am a very direct person and ask very direct questions, being specific in my intention to make sure I have total clarification. Even the installer confirmed ******** statement that as long as my equipment was paid off, I do not have a contract any further, I just had to call Vivint and let them know. This needs to be rectified ASAP!!! I have attached the document where he specifically stated this.Business Response
Date: 07/18/2022
July 18, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17540050
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: June 14, 2021
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was told her account would be month to month after paying off the equipment financing. ****************** states that she has been told she has a sixty (60) month term with Vivint. ****************** desires contact by the business.
A Vivint representative has reached out to ****************** in order to assist. In an effort to assist, Vivint agrees to alter Ms. ******** term to be month to month. ****************** 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 June 14, 2021 with an initial term of sixty (60) months. Vivints records indicate that ****************** received equipment financing at this time as well. Vivints records indicate that ****************** contacted Vivint on June 14, 2022 about her account and cancellation or reduction of her monthly ****. Vivints records indicate that ****************** spoke with a Vivint representative about this matter on July 15, 2022 as well.
Vivint agrees to the above resolution. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/18/2022
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:07/08/2022
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.
Living in another state I purchased a security system and monitoring through Vivint. Aside from the equipment not working and other multiple problems, I ended up having to go through a company relocation to another state. I paid off my equipment on 3/22, and called to cancel my account, giving them the confirmation code of the pay off, and had my monitoring shut off effective 3/30. They sent me paperwork to cancel, which I provided on 3/30 and asked them to reference the confirmation number given to them on 3/22. They rejected my cancelation request on 5/11. Re-submitted it and got it to go through. They did shut off my service yet continued to charge me for monitoring, although I had been told I would be refunded a pro-rated amount. I had not received any credits as of 7/8 so I called. They refused to refund me the full two months that they were not providing service, stating my account cancelation had been rejected. They refunded me one month after a heated exchange. I do not see legally, how they can charge you for a service they were not providing.Business Response
Date: 07/18/2022
July 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17539538
Complainant: *****************
Vivint Account #: *******
Date of Agreement: April 27, 2021
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 sent an addition refund of $41.47 as requested. **************** 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:07/08/2022
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 1st, Vivint sales representative told me that I had 30 days to cancel service with $100 fee to pay a technician to uninstall equipment. I paid and signed contract for video door camera and backyard camera. The technician only did a partial installation and was supposed to complete installation on July 2nd. I called into Vivint 5 times on July 2nd. Vivint was unable to reach the technician and also unable to reach technician's manager. I requested cancelation and was told that I had to call during the week to cancel service. I called on July 8th and am now being told that I can't cancel . I am being required to pay for equipment and service that I did not receive.Business Response
Date: 07/18/2022
7/18/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17538494
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 7/1/2022
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 and refund ****************** account upon receipt of the equipment. **************** 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:07/07/2022
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.
Hello, and thank you for reading my complaint.Prior to leaving our property in ****** after selling it (4/12/2022), I paid off the entirety of my Vivint Home Security Loan ($2170.07 on 4/28/2022) and the entirety of the maintenance fees that remained on my contract ($874.99 on 5/11/2022). I completed both transactions by telephone, and the representative I spoke with assured me that my cancellation was complete (my balance was then $0) and I didn't need to do anything further with my account. My Service Number with Vivint was *******. Our account # was: **********. Our property address was ************************************************** 85718.However, on June 7 my credit card was charged again $51.47 for monthly maintenance, so I called Vivint once more and this time submitted paperwork to formally make sure that my account was canceled and to request that the charge of $51.47 be refunded to me. The phone representative assured me that my situation would immediately be resolved.Unfortunately, on July 7 I was again charged a recurring payment of $51.47 for monthly maintenance, so I called Vivint once more, but they CONTINUALLY dropped my calls and I couldn't make any headway with them.I feel I have been left with no choice but to contact the Better Business Bureau to notify them of my many problems I've experienced with Vivint in trying to have my cancellation requests honored, to stop them from charging me for services I no longer receive from them, and for their unwillingness to refund the charges they continually make to my credit card account.Thank you so much for your time and assistance.Best wishes,***********************Business Response
Date: 07/15/2022
July 15, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17537102
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: April 7, 2020
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he paid the buyout for the Purchase and Service Agreement (Agreement) and his equipment on May 11, 2022. He claims he was told his agreement would be cancelled and there was nothing more that he needed to do. **************** states he was charged for **** and July a monthly service fee of $51.47. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has backdated the cancellation of the agreement to May 11, 2022 and provided a refund of $102.94.
Vivints records indicate that **************** paid the buyout for his equipment on May 10, 2022. There are no records indicating a cancellation request on that day.
Despite the above information, Vivint has provided the above 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 LegalInitial Complaint
Date:07/07/2022
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.
Sales rep lied about contracts. Said their was no contract for service and I could stop paying for monitoring at any time. Which after I tried to do that was told thats not true at all and the customer help people only offered a discount for a few months on the thing I dont want to pay for at allBusiness Response
Date: 07/15/2022
July 15, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17536002
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 5/20/2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** explains that the sales representative told him there was no contract for service.
Vivints records indicate that prior to the installation of any equipment, ************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, 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 ************** completed the required Pre-Installation Survey on May 20, 2021.
During the recorded Pre-Installation Survey, ************** 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 $28.25 in addition to a monthly equipment fee of $44.46 to Citizens, plus any applicable taxes, during that term. Further, ************** 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. ****** representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
Due to the information mentioned, cancellation without penalty is not warranted. In order to cancel the Agreement, ************** must pay off the remaining months of service.
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: 07/15/2022
Complaint: 17536002
I am rejecting this response because: while I have no issue paying for the equipment I was told by your sales rep that I would be able to terminate monitoring service any time I felt like doing so with no contract or having to pay off the equipment I explicitly asked the sales rep this exact question, apparently I should of read the fine print more closely since Vivint has no issues with its salesman lying to get the sale.
Sincerely,
***********************Business Response
Date: 07/22/2022
7/22/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 14033940
Complainant: ***************
Vivint Account #:*******
Date of Agreement: 2/22/2018
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
On February 22, 2018, ***************************** signed a System Purchase and Services Agreement (Agreement) for a term length of 60 months. The Agreement states a monthly services fee of $49.99 and a total equipment cost of $1,187.97.
Despite this information, Vivint has cancelled the account out of goodwill. Due to the Agreement and its terms, a refund is not warranted.
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: 07/22/2022
July 22, 2022
Better Business Bureau of ****
3703 **********************, **** 84129
RE: Consumer Complaint Case #: 17536002
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 5/20/2021
To Whom It May ********************* style="color: rgb(34, 34, 34); margin: 0px 1in 0.0001pt; font-size: small; font-family: Arial, Helvetica, sans-serif;">
I have reviewed the information provided by Mr. Green and appreciate the opportunity to respond.
Vivint has cancelled Mr. ****** ******* account without penalty.
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: 07/22/2022
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:07/07/2022
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.
To whom it may concern,We signed our vivint contract on 5/19/22. We had 30 days to cancel our contract, and I called on 6/14/22 to cancel. I was told that we would be sent a cancellation confirmation and we never received one. I called back on 7/7/22 to follow up on the cancellation and was told that we were past the 30 day **** so I would have to pay the outstanding balance to vivant and the citizens bank loan. This is absolutely criminal. I followed the contract specifications and we are being STOLEN from because their company did not send the cancellation confirmation (if they even processed it). I just want out of this mess.Business Response
Date: 07/15/2022
July 15, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17534367
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 19, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted ****************** in an effort to resolve her concerns. Vivints records indicate that this matter is currently being resolved to Ms. ******** satisfaction. At this time, ****************** has no further obligation to Vivint.
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 Legal
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