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:06/25/2022
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,
******* ********Initial Complaint
Date:06/24/2022
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 purchased a home security system from Vivint. I told the original salesmen what I needed. He didn’t listen an unknowingly to me sold me a system that did not meet my needs. I called back and was transferred to multiple people before talking to an account manager who got me the equipment and said no additional charge. I was then charged for the equipment the following day $328. I called and cancelled the next day and said I would be refunded when I send the equipment back that hand to been shipped yet. So I had to wait a few days for the equipment which did not come with a return label. I called back and spoke with another manager to get the return label and she said if I stayed I would be refunded for the additional equipment and a discount on my monthly bill. I agreed to stay then called back a week later since I had still not recieved the refund. I spoke to another manager this past Monday who said they had to reach out to the sales person for approval for the refund and that they got it that day. It is now Friday and I still have not received my refund. I called back today and spoke to another representative who said they are now waiting on approval from the back office for the refund. I told her to get a manager and she said they are all busy on other calls. All I want is my money back that should have never been charged. If I did this to someone I would be in legal trouble.Business Response
Date: 06/30/2022
June 30, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: *******
Date of Agreement: June 7, 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 charged for additional equipment that was promised would come to him at no cost. He further explains that he has since been promised a refund, but he has not yet received it. Mr. ****** desires a refund
Vivint’s records indicate that on June 27, 2022, a refund in the amount of $479.97 was issued to his credit card ending in 4397. Mr. ****** would receive this refund within 7 business days. Vivint apologizes for any undue delay in this process.
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: 06/30/2022
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:06/24/2022
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.
Vivint came and installed a security system that was explained to me to cost roughly $1200 with an installation fee of $149. The paperwork was, I'm assuming, sent in electronically to Fortiva Credit (without me signing or knowing) for an amount of $2,478.97. I have attempted a dozen or so calls with several different departments to try and resolve this issue and me pay ONLY for what I have had installed by them and in my possession. When asked why I was charged so much for so little, I get sent to another department to "go over my ****". Their sales system is nothing but a calculated scam and furthermore I did not sign anything at all for any of this.Business Response
Date: 07/01/2022
July 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17476602
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 5, 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 waive the installation fee of $49 as well as cover the cost of the Outdoor camera Pro $399.99. A refund of $480.99 was applied to the equipment line of credit for ******************. ****************** 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:06/24/2022
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.
I purchased a security system from Vivint May 16, 2022 which was installed the same day. With the system, I purchased a front door sensor, back door sensor, a smoke/co2 sensor and 2 cameras. The first smoke/co2 sensor provided false alarms (one resulting in local dispatch coming to my home). Vivint sent a new sensor to replace the defective smoke/co2 sensor. The new sensor was installed June 15, 2022 but it is now also giving false alarms. I was told by a representative that I could remove the sensor and no longer be billed for it. I was also told that I did not need to return either of the sensors since they are defective. I was transferred to another rep and was told that I am not able to remove the sensor from my system and the charges from my account for the sensor. I have had the system about a month and do not see how i am not able to cancel the smoke sensor due to the fact that we have had 3 false alarms with two different sensors. I would like them to remove the sensor from my system, refund the money and discontinue billing me for a defective product. Why should I have to continue to pay for a product that disrupts daily life along with potentially wasting local dispatches time? This whole process has been frustrating as each representative provides different information and I am being transferred non stop to different departments. I want the smoke/co2 sensor removed from my system and I want refunded for the product since it does not provide the security i was promised.Business Response
Date: 07/01/2022
July 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17475356
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: May 16, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she has experienced false alarms with the smoke and carbon monoxide sensor she was provided. ****************** states that it has been replaced and had the same issue. ****************** desires a refund for the sensor.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative has credited Ms. ******** account in the amount of $104.50 for the cost of the sensor. ****************** 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 16, 2022. Vivints records show that ****************** contacted Vivint on May 26, 2022 about the smoke detector alarm that triggered. Vivints records indicate that a technician came to Ms. ******** home on June 24, 2022 and moved the sensor location in her home. Vivints records indicate that ****************** stated that her own home detector also triggered with the sensor one time indicating that it may be an environmental cause.
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:06/23/2022
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.
When originally signing the contract (May 2022) I was repeatedly told that there would be a $1000 gift card given to buy me out of my ADT contract. I was also told that my monthly fee would be $84. I am now paying over $150 a month. There was a separate hidden charge that was not disclosed regarding a separate payment for equipment charges which was automatically withdrawn from my checking account. I did not give permission to do an auto pay and I did not give consent to save my credit card info for future use.Business Response
Date: 06/30/2022
June 30, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17469834
Complainant: **** Spencer
Vivint Account #: *******
Date of Agreement: May 12, 2022
To Whom It May ***************** have reviewed the information provided by Mr. *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ****************** to resolve his concerns. ****************** 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:06/23/2022
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.
The man that came to my home lied to my face, told me that He was unsure if I could get a discount for my disabled vet status, or my legal documentation showing I had a protection order due to leaving a domestic violence situation. He asked to see my protection order and my DD214 and after seeing them stated he was going to call his supervisor. After a few minutes of him going outside he told me I would be getting a 15% discount due to my military service but that he had to take pictures so he could upload them to get the discount. I called to ask why the discount had not yet been applied and was told that vivint does not do discounts for anything. If thats the case, it concerns me greatly that this man asked to see personal documentation if he knew that Vivint did not offer a discount for anything!!!!! I then asked what I needed to due to cancel the service. The representative told me that I would have to pay off the equipment that I had financed in full, and that I would also have a cancellation fee due to breaking the contract. I asked if I returned the cameras to Vivint if I would receive any money back or in other words if I could sell the cameras/equipment back to Vivint. He stated that Vivint does not buy back equipment, but I was welcome to return it if I wanted. I went online and learned that the Vivint cameras cannot be used without a Vivint contractso virtually useless. The cameras and equipment is still the most recent models that they are using and I verified that online. This is absolutely outrageous and disgusting that this company would not do anything about this employee given the information I provided (HE HAS PICTURES OF MY DD214 AND PROTECTION ORDER!!!)Business Response
Date: 06/29/2022
June 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17469689
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: June 22, 2021
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she was visited by a man who stated she could get a discount for her military veteran status. ******************** states that the person requested a photo of her DD214 and her protection order against a former partner. ******************** states that she requested cancellation and to return the equipment, but was told she was not able to do so. ******************** desires cancellation of her account and to return the equipment.
A Vivint representative has reached out to ******************** via email in order to assist. Vivints representative has reached out to discuss this matter with ******************** and to receive more information about the person she describes. ******************** 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 22, 2021 with an initial term of sixty (60) months. Vivints records show that ******************** contacted Vivint about changing her billing contact information on May 3, 2022. Vivints records indicate that ******************** contacted Vivint on June 23, 2022 about a rate reduction due to her veteran status.
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:06/23/2022
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 an alarm from Vivint installed back in 2019, at the time we were told that there was no contract as long as we paid off our equipment. We went to cancel and pay off the equipment just now, and were told that we also have to pay another $550 to pay off the contract monitoring, which we never agreed to. They also never installed two window sensors in the back of the house, which they had promised to do 3 years ago. We also were told that the old motion sensor that we had would work with the new vivint alarm, which was a lie. It has never worked and doesnt even show up on our panel screen. Were sick of being lied to, were just very upset and would not recommend vivint to anyone.Business Response
Date: 07/01/2022
July 1, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17469293
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: April 30, 2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he purchased an alarm system in 2019. He was under the understanding that with the alarm system he had no contract if he paid off his equipment. **************** states that he called in to cancel his service and was told he had to pay $550 for the remainder of his monitoring contract. **************** also states that he is missing windows sensors that were promised to be installed 3 years ago, and a motion detector from his previous alarm system does not pair to the Vivint system as promised. **************** desires a refund.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers to waive the monitoring contract and any associated fees for cancellation. **************** will be responsible for paying off the remaining equipment balance and providing Vivint with confirmation.
Vivints records indicate that on April 30, 2019, **************** signed a Purchase and Service Agreement (Agreement). This agreement shows a contract term length of sixty (60) months.
Despite the above information Vivint is prepared to offer cancellation with no associated fees. **************** has 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:06/23/2022
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've been with Vivint for 2 yrs. We were lied to by a door to door vivint salesman telling us there was no contract and we could cancel at anytime as long as we paid our equipment off. And we believed him. So 2 yrs goes by and we've had nothing but problems with the terrible video/camera footage (nothing like they showed us when they sold it to us), and we decided to call and cancel with our move and switch to ADT. We then found out that we were lied to by the door to door salesman and locked into 5 yr contract, regardless of our equipment never working. So rather than pay the huge costs to cancel early we decided to stick it out for the term and was talked into adding a new wall mount display, door smart lock, and video doorbell (for a deal and on a 5 month payment plan of 120/month). Thankfully I demanded email confirmation of this. Because a month later when the full amount of $180ish was supposed to come out, vivint took the full $951 from my account, without any kind of authorization. It's over 2 weeks later, I've now called them 4 times and every time I call they say that the refund was authorized to go back to my bank account and they'll just **** me for the payment amount I agreed upon. And I still haven't received my money. They are all lieing crooks. Do not give them access to your bank account!! All they do is give week apologies and NEVER followup on their word. Every time I try to get email confirmation of them refunding my money, they say they can't email me this. And that "they can't tell if it's been refunded by them". What company can't pull transactions and see if they've refunded money to a customer. NOTHING THEY SAY MAKES ANY BUSINESS SENSE. Literally all lies and placating. Avoid vivint like the plague.Business Response
Date: 07/01/2022
7/1/2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 17468236
Complainant: *****************************
Vivint Account #:*******
Date of Agreement: 6/10/2020
To Whom It May ***************** have reviewed the information provided by ***************** and appreciate the opportunity to respond.
In her complaint, ******************** explains that she was wrongfully charged for equipment upfront. ******************** requests a refund.
Vivints records indicate that ******************** was refunded $681.96 on June 14, 2022. ******************* should receive this refund within **** business days from the issue date. A representative from Vivint has contacted ******************** via email. If ******************* has any additional 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:06/22/2022
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 purchased a security system including two cameras for the front of my house. Yet I have had my personal truck stolen and tools stolen out of my work truck. And neither time did the camera get video of it. And my personal truck was setting right in front of the camera when they stole it. Based off footage from my neighbors camera they came to my personal truck twice that night and neither time did the camera catch them they also broke into my wifes car the same night. I want out of my contract with vivint. I should t have to pay for a service that does not work when I need it to.Business Response
Date: 06/29/2022
June 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17463985
Complainant: ****** Burns
Vivint Account #: *******
Date of Agreement: May 29, 2021
To Whom It May ***************** have reviewed the information provided by Mr. ****** ***** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** to resolve his concerns. ************** 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:06/22/2022
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 trying to cancel a 5 yr membership with vivint. I have been with them the required 5 years.I put in my cancellation request on may 19 and waited the 30 day cancellation review that vivint requires. I have made two calls to vivint since the 30 day review and my account is still not cancelled. Now the call I made tonite Vivint is telling it will be another 3 to 5 days. This is unaceptable. They are also aware that I am closing on my home tomorrow on june 23rd and am moving. This was made very clear to them that the reason for me cancelling was I was moving and I could not take the system with me. I will be cancellig the auto pay from my credit card and requesing them to send me an itemized **** and WILL NOT pay for anything after the 20th of june. I just want it to be made clear to them that this is not how you treat loyal customersBusiness Response
Date: 06/29/2022
June 29, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 17463604
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 9, 2017
To Whom It May ***************** have reviewed the information provided by Mr. ***************************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he is trying to cancel his 5-year membership, but his account is still active after 30 days. ****************** desires cancellation of his account with no further charges.
Vivints record indicates that ******************** account was cancelled on June 23, 2022.
Vivints records show that ****************** signed an Agreement in which he agreed that service would continue month to month after the initial term of sixty (60) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.1). A written notice of cancellation was provided by ****************** on May 19, 2022, and his account was invoiced for the last month of service and cancelled on June 23, 2022.
Vivint agrees to the above resolution. ****************** has no further obligation to Vivint and will not be further charged.
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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