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
- 7,921 total complaints in the last 3 years.
- 2,720 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:06/28/2022
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.
Vivint installed a security system at my house. I am still owed 2 cameras that wasnt installed. My doorbell camera only worked for a few days. The window sensor is showing I need to replace the batteries already. Set the appointment to come out to install the 2 cameras and fix the camera doorbell on 6/28. Was given a 4 hour window and they never showed up. I tried to call in and was given the run around. Asked to speak to a manager and was treated very rudely. Was told the supervisor would call back and I waited a few more hours but they never called back. At that point I decided to cancel my service and was told if I do I still need to pay the $4000. I dont even have all the equipment and the stuff I do have doesnt work and its less than a month old. I just want them to come get their equipment and not be charged for something I dont have. I really dont trust them. Please let me know when my options are?
Business Response
Date: 07/08/2022
7/8/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17496567
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 6/13/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** requests cancellation of his account.
Vivints records indicate that a system removal appointment has been scheduled.Following the removal, Vivint will cancel his account, equipment loan and fully refund him.
A representative from Vivint has contacted **************** via email. If **************** 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:06/28/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was a long time customer of ********************** home ********************** and recently completed a move from ************** to *************. I was happy with Vivint and their services and attempted to have their services transferred to my residence, but unfortunately they do not offer coverage at my new address, so I was advised that my contract would be terminated per Vivint guidelines. Vivint sent me return labels for equipment that I was leasing, which were all promptly returned. Vivint also sent me an email that I had to complete a Notice of Cancelation to complete the cancellation process. This email was sent on 3/15/22 and I received an auto reply email showing confirmation upon when my account was closed. Today, 6/28/22 I received an unauthorized draft from my checking by Vivint in the amount of $51.47. Upon calling Vivints customer service, I am now being advised that I need to resubmit a notice of cancellation to again cancel my account after months of my account being closed. I am being told by a representative that they will again close my closed account.How can Vivint just reopen a closed account and start billing former customers?Business Response
Date: 07/07/2022
July 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17496035
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 28, 2021
To Whom It May ***************** have reviewed the information provided by ********************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************** in order to assist. Vivints representative is cancelling Mr. ********** account and backdating the refund to April 15, 2022. ********************** 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:06/28/2022
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 June 14, 2022 Vivint security came out to install my alarm system and cameras was scheduled for an a.m. install installer didnt get there until after two the installer was there until 10 PM and was unable to finish installing the alarm and camera system multiple text came out to assist and still was unable to complete the install I was told that they would be back out in a few days to do the completion I had to call the company multiple times to get this resolved along with the sales person and to no avail called on June 27 to schedule my completion told me an installer would be there from 8 AM to 11 AM on the 28th to complete the install I took off of work installer did not call or come called the company at 2 PM to cancel the system due to non-response and was told the installer rescheduled it for the next day which they did not tell me or give me a choice I called to cancel the system and they told me it was outside their three day grace ****** but yet the system is not installed and functioning for me to test now they are saying I am stuck in a contract and the system is still not installed or completedBusiness Response
Date: 07/08/2022
July 8, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 17495256
Complainant: ***************
Vivint Account #: *******
Date of Agreement: June 14, 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 his concerns. In his complaint, ************ states his equipment has yet to be fully installed.
Vivints records indicate that ************ has an appointment to complete the installation tomorrow, July 9th, 2022. The equipment not installed was due to the nationwide shipping delay as the equipment was not yet available in Vivints inventory. For the inconvenience, the legal representative has applied three free months of service to ************** account.
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 LegalInitial Complaint
Date:06/27/2022
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.
This purchase was made on May 4, 2022, and l never Should have went with Vivint but I’m always given second and third chances because I just don’t believe everybody comes to work just to get a check, l believe some people actually come to work because really love or like what they do, but this company and supervisors, don’t know their policy and procedure nor do they have customer service skills, and you get hung up A lot, A young came out too put my system in, I told Where I want everything to go it was a total disaster he was lost in the instructions so I had to walk around and tell him they stayed another OK then I needed a system in Atlanta it went excellent this guy knew his job inside and out thank you, At my favorite home I have purchase a door lock and that way need too get in l could open the door for on phone, The lights went out And it unpair my door lock call Vivint try to get the door lock paired back to the system and we tried about three times and the guy was like OK no worries I’m gonna send you a log he say I’m going to see your upgraded lock, He said no worries when you get the love we are paired the lock arrive at the house but it was not the lock that I had purchased so me I call Vivet and told him that this was not the lock that I hey I want to three or four people before I got to the supervisor oh my gosh worst experience ever just like their systems and the customer service representative nobody knew nothing they were getting smart and nasty and I was like OK yeah I can get your system out of my house just give me my money back cause my system to pay for I don’t know Vivit no money no more than the monitor in the system it’s been a long drawn out situation, they won’t me to use my gas and time to take a lot back to FedEx are UPS I suggest send somebody to pick the lock up I am so sorry I patronize this company I should’ve went with my first mine and just pay for my own cameras have someone to put them up, And I do have namesBusiness Response
Date: 07/05/2022
July 5, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *******
Vivint Account #: *******
Date of Agreement: May 4, 2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* states that she purchased her system on May 4, 2022. She states she has experienced poor customer service and a poor installation. Ms. ******* states that she began to have an issue with her door lock which unpaired from her system. She claims she has attempted to have this resolved several times with Vivint that have been unsuccessful. Ms. ******* was shipped a new door lock and states it was the wrong lock. She claims she was told to send the lock back she would have to take it to FedEx. Ms. ******* desires a refund and to be contacted by the business.
A Vivint representative has attempted to contact Ms. ******* via email in efforts to resolve this matter. Vivint offers to apply a credit of $200 to the account to cover the cost of the Vivint door lock and a free technician to install the Vivint door lock.
Vivint’s records indicate that on May 4, 2022, Ms. ******* signed the Purchase and Service Agreement (“Agreement”). In this agreement it states that Vivint does not warrant the use of any third-party products with this system.
However, Vivint will provide a $200 credit and a free technician for the Vivint door lock upon agreeance by Ms. *******. Ms. ******* may contact Vivint’s representative (lora.m*******@vivint.com / ###-###-####) 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/27/2022
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.
Vivint is claiming I am under contract with them for a 60 month contract, yet cannot produce documentation of the contract where it was signed or verbally agreed to. They are requesting that I pay them $1000 to get out of a contract I never agreed to.Business Response
Date: 07/06/2022
July 6, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17489985
Complainant: *********************
Vivint Account #: *******
Date of Agreement: April 30, 2012
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In his complaint, ************** states that he is being told he has a term of sixty (60) months, but has not been provided with a contract or verbal recording. ************** states he has been told to pay to cancel. ************** desires cancellation without penalties.
A Vivint representative has reached out to ************** in order to assist. At this time, Vivint agrees to cancel Mr. ****** account and refund back to August 14, 2021 as a courtesy. ************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Vivints records show that ************** signed a Purchase and Services Agreement on April 30, 2012 with an initial term of forty-two (42) months. Vivints records indicate that ************** contacted Vivint on June 16, 2020 about reducing his monthly rate or cancelling his account. Vivints records indicate that Vivints representative offered a lower monthly rate of $29.99, plus applicable taxes along with two (2) free months in exchange for extending the term of his Agreement by sixty (60) months from that date. Vivints records indicate that ************** accepted this offer.
Vivint agrees to the above resolution. ************** 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:06/27/2022
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.
*********** is the phone number for Vivent. Paola was the representative. I will be contacting my attorney due to the company not allowing me to cancel my service without a $500 charge bc they stated that I extending my contract for 5 years in 2018. I have been with vivent loyally since 2016. This is a misrepresentative and a violation in consumer law. I look forward to my attorney speaking with them unless I get a cancellation within the next 24 hours and a settlement offer of some sort.Business Response
Date: 07/05/2022
July 5, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: December 2, 2016
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 cancellation at no penalty towards her.
As a courtesy, Vivint has submitted Ms. ******’s account for cancellation at no penalty towards her. Once finalized, documentation will be emailed to Ms. ****** for her records.
Vivint’s records show that Ms. ****** verbally extended her contract on May 31, 2018, for an additional sixty (60) months. This extension is not set to end until May 31, 2023. Early cancellation of this contract would result in the need to buyout the remaining months of services unfulfilled.
Despite the above, as a courtesy, Vivint agrees to the above resolution. At this time, Ms. ****** has no further obligation to Vivint.
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 LegalInitial Complaint
Date:06/27/2022
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.
So Memorial day weekend we had representatives from Vivent out at 9pm meeting us at the door. I should have known with the pushiness and how adamant they were about getting in my home that they were predatory salesmen. We told them that they could come back the next day at 7 and the young man came back the next day at 9pm while I was cooking and in my pajamas. He went through the whole sales pitch and I thought it was too expensive and didn't want it.Another salesman that was supposed to be his transportation entered and he gives me the same sales pitch as him and I said that I'm on a budget. I have children and don't think it's for me. They then continue with the pitch and start scaling things back and I said I needed to think about it and the kid asks for my social anyways and was just going to proceed anyways. I then let them know I didn't like that and they continue the pitch again. After all this and it's late at this point we agree,but we are told that we would not be charged up front and that we could choose the days that we pay our bills. They then have a tech at our door at midnight and we were charged and he hadn't even put everything in yet.We were misled about so much. I was told it wouldn't hurt my credit score and my score immediately dropped. We were misled and told that our window censors from ADT would work. You have to order more equipment to do so to add to the already expensive equipment. They sent us the window break censor through the mail and that was supposed to have been done during install. They just yanked money from my account and I got an email saying we were on autopay for the equipment. Another lie. I have five children and I needed that money for food until Friday. The whole process was predatory, expensive,and an ordeal and your company should be ashamed.Business Response
Date: 07/07/2022
July 7, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17489487
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 26, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she was misled by the sales representative about the payment method and cost. ****************** states that the sales representative was aggressive in the sale. ****************** states that she was told her equipment would be able to connect to her new system. ****************** states that she has been sent a sensor. ****************** desires to be removed from autopay and her sensor installed.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to have a technician come to her home to install the new sensor and to assist with the billing adjustment. Vivints representative has noted the information provided by ****************** and is providing it to the appropriate teams for review. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on May 26, 2022. Vivints records indicate that Vivint offered a buyout gift card to assist with the buyout of ******************** previous provider. Vivints records indicate that ****************** was sent a Glass Break sensor on May 27, 2022. Vivints records show that ****************** contacted Vivint on May 30, 2022 about her account and buyout.
Vivints representative is willing to assist. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/27/2022
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.
First week in June a Vivint person knock on my door, saying they were checking systems for needed upgrades. We had two door Sensors that would work correctly. He said they could be changed out, he said we had a older wall unit and that should be done. Then he ask about having a ring doorbell. I ask about cost, he had a few calls, he seemed confused I asked his age 23, and he wouldnt show me the tablet on the work order. He said my payment would go up $10 extra for 5 months and then back down to my normal $54.97. I though ok, so its like the last time. When we had the glass break added. I even called the **** office to check sure the guy said. Last week they tried to automatically like more but the payment they try was $260.16! I took a over draft fee of $29. Today I call and I was told I have 5 payments of $260.16. I cant pull the work order online and thats not how it look when the technician left after putting in my house a day later at all. I never got a copy of it like last time. I told the to cancel and come and remove all of it. I had them since 2011, now they are having trouble with that!?! I just want it out of my house and done. They totally lied, I feel taken advantage of.Business Response
Date: 07/07/2022
7/7/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17489233
Complainant: *********************
Vivint Account #:*******
Date of Agreement: 5/18/2015
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************. Vivint has cancelled *************** account. ************** 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:06/27/2022
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.
Apon installation of equipment, when I spoke with company representative( scott woll) he said there was no contract, I've tried to cancel services in the past. I was informed I signed a five year contract, when I tried to look at this contract on their website, it was always unavailable. I finally was able to get a copy of contract emailed to me. The signature on contract is not mine , it is forged. I want out of this service agreement, I'll pay what is owed to date, but no more. I can send copies of contract and copy of my driver license to compare signaturesBusiness Response
Date: 07/05/2022
July 5, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** *********
Vivint Account #: *******
Date of Agreement: August 31, 2019
To Whom It May Concern:
I 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 pull Mr. Lundford’s account from collections and waive any associated fees for cancellation, the account will remain cancelled. Mr. ********* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:06/25/2022
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.
On 6/18 ,Vivint Salesman (Chirsthoper L******) EmpId# ******, showed up and said good offer is going on and said try for a month and if you don't like the service you can cancel it with one month and finance the equipment. I signed their purchase agreement it says 60 month contract, I Asked him why is this,he said I will take care of it. Don't worry. So I trusted him and referred my neighbour. She also had same plan to try the service, Manager showed up and said all are lies from sales man , you are in contract for 60 months. I called the Salesman and asked again. He said don't worry, I took care of that , you don't need to have the service from second month. I asked the proof from him cause I lost the trust this time. So he started ignoring my calls and messages now. I called customer service, they said only rep can do it after 3 business days. So I need vivint to cancel the service from second month. I can payoff my equipment and sales rep promised the Rebate of 800 dollars cause I am converting from eufy security to vivint. I need that amount too.. and I want to take action on the sales guys. Who is lying to the customers and selling the security products. My agreement says Equipement and 1355 , Rep said installation is free. But I got charged 1482 dollars. I want my 800 approx rebate for my eufy equipment , which he said ita already approved and will be mail to me. I can pay my equipment upfront , No need of financing. I don't want to be part of 60 month contract. I want to activate Month to Month Contract I want the equipment amount to be corrected with installation free .Business Response
Date: 07/05/2022
July 5, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: 6/18/2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
In his complaint, Mr. ******** explains that he was promised a free installation, month-to-month contract and an $800.00 equipment rebate.
Vivint has added a credit of $800.00 to Mr. ********’s account.
Vivint’s records indicate that prior to the installation of any equipment, Mr. ******** completed a Pre-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. ******** completed the required Pre-Installation Survey on June 18, 2022.
During the recorded Pre-Installation Survey, 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 $65.47, plus any applicable taxes, during that term. Further, Mr. ******** represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. ********’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.
As such, Mr. ********’s account is not under a month-to-month status.
It should also be noted that Mr. ******** was not charged an installation fee.
A representative from Vivint has contact Mr. ******** via email. If Mr. ******** has any questions, he may contact the representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalBusiness Response
Date: 07/26/2022
July 26, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ********
Vivint Account #: *******
Date of Agreement: 6/18/2022
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
Mr. ********’s account has been cancelled. Mr. ******** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/27/2022
Complaint: ********
I am rejecting this response because: Megan From Vivint Contacted me and I asked her to Cancel the Monitoring Service Not the Web Access... What is the point in me buying Whole equipment for 1500$ and Not having Web Access. I can buy other Company equipment Like Simple Safe Or Eufy . Please Take Away My Equipment and Return My Money.When I signed up , Rep told you will have access to everything if you don't have the Service also . It is only Cancel the Monitoring . That is what my Expectation was. Please take my equipment and Refund My Money . I don't need them if i Don't have access to my mobile App
Sincerely,
******* ********
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