ComplaintsforVivint Smart Home

Burglar Alarm Systems

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Customer Complaint:

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Initial Complaint
04/23/2024
Complaint Type:
Billing Issues
Status:
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.
I called in February 2024 to cancel service, I paid to end the contract fee of $306.41. Emailed my written notice to cancel to the email they provided and got confirmation. Service was to end March 19, 2024. On 3/18 I was charged the monthly fee, they said because cancellation was close to billing date, I got charged but should be getting a refund. I think the only reason I got the reverse charge was because I disputed it with my credit card. On 4/17 I was charged again for their monthly fee, called and spoke with a supervisor who confirmed that they have received everything to cancel and that she doesn't know why it hasn't processed and that is why I'm being charged. She said she would submit cancellation again and said I would be getting a refund. Now, even though they have been charging me, I get an email that I have a late payment. So I've talked to 4 different people, George, Juan, Leo and I didn't get the supervisors name and nothing has been resolved.
Business response
04/29/2024

4/29/2024

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint Case #: ********
           Complainant: ****** ****
           Vivint Account #: *******
           Date of Agreement: 4/16/2022

To Whom It May Concern:

I have reviewed the information provided by Ms. **** and appreciate the opportunity to respond.

A resolution has been agreed upon. At this time, Vivint has agreed to cancel the account and waive the balance. Ms. **** has no further obligation to Vivint. Ms. **** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,

Vivint Legal
Customer response
04/29/2024

Complaint: ********

I am rejecting this response because: I continue, till today, to get past due notices from Vivint. you say you are willing to waive the past due, there is no past due. You've been charging my credit card even after service was cancelled. Your representatives keep telling me the same thing (4 times already), that it should have been cancelled and they don't understand why it hasn't gone through. If I get a ding on my credit for non-payment, I will seek legal representation. I will consider this resolved when I stop getting your calls and emails and are no long charging my credit card.

Sincerely,

****** ****
Initial Complaint
04/22/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Business will not process account cancellation paperwork in order to continue charging customers monthly subscription fees.
Business response
04/24/2024
April 24, 2024

Better Business Bureau of ****
3703 W **************************************************************

RE:    Consumer Complaint Case #: 21608998
           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.

A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the monitoring service effective May 19, 2021, and to refund all payments made directly to Vivint from that date forward. ************** 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 Legal
Customer response
04/24/2024

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
04/18/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In 2023 purchased a security system from vivint with the agreement that we can test the system and cancel at anytime with no cancelation or additional fees. Also, was promised a $200 credit from a referral which we never received. Property was sold in 2024 which the system sold with the home. Vivint advised that once equipment is paid in full i can cancel and close account. I paid the equipment off $1,227 and had Citizens connect me to vivint as well as confurm equipment was paid in full. Account was supposed to have been canceled and closed. Please cancel/close account immediately as i paid the equipment in full as instructed by vivint in order for me to close account. Also i tried being reimbursed the $200 that i never got which is why i signed up in the 1st place but to be given the run around is insane. Also Vivint admitted to owing the $200 but refusing to give me my refund. I am requesting the account be closed and refunded $200. Best Regards,*****************************
Business response
04/24/2024
April 24, 2024

Better Business Bureau of ****
3703 W **************************************************************

RE:    Consumer Complaint Case #: 21595131
           Complainant: *****************************
           Vivint Account #: *******
           Date of Agreement: January 12, 2023

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 the monitoring service agreement effective April 22, 2024.Vivint also agrees to refund the amount of $200. ****************** has no further obligation to Vivint. ****************** 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 Legal
Customer response
04/24/2024

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
04/16/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Vivint was installed in my home by my husband before his death. The home has been sold and the new owner do not want to take over the system and refuse to return it. I contacted Vivint customer service about cancelling the contract. The refused to due this unless I paid them $750. The next representative told me that $750 was not the amount that it was over $1000. Every time I have contacted them the amount is bigger. I want the contract cancelled and do not believe I owe the cancellation fee. The Equipment has been paid off for years. We were told initially that the contract could be cancelled when the equipment was paid off.
Business response
04/22/2024
April 22, 2024

Better Business Bureau of ****
3703 *******************************************************************;

RE:   Consumer Complaint Case #: 21584808
         Complainant: ***********************************
          Vivint Account #: *******
          Date of Agreement: July 23, 2014

To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.

In her complaint, ******************** states that she sold the home where the equipment was installed, and the new homeowner does not want to take it over and refuses to return it. ******************** states that she has attempted to cancel,however, is being told she needs to buy out the remaining contract term in order to cancel. ******************** desires to have the monitoring service cancelled without penalty.

Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on July 23, 2014. On March 1, 2024, ******************* called saying she sold the home and has paid off the equipment. ******************* stated that she wanted to transfer the account to the new ********************************* representative advised ******************** of the buyout payment needed to cancel the Agreement. On March 6, 2024, ******************** called for options on removing the equipment and to defer the account as she was not able to make the buyout payment at the time. On April 16, 2024, ******************** called wanting to change her panel pin as the new homeowner will not allow her access to the panel.******************** has attempted to retrieve the equipment; however, the new homeowner refuses to allow ******************** access to remove the equipment.

A Vivint representative has attempted to reach out to ******************** to assist with this matter via email. After reviewing the account, ********************** agrees to cancel with forgiveness the remainder of the monitoring service agreement effective April 22, 2024. ******************** has no further obligation to Vivint.

To resolve this matter, Vivint agrees to the resolution as stated above. ******************** may contact Vivints representative with any questions or concerns she may have.

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
Customer response
04/23/2024

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
04/16/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I received a past due bill with an account number ********* from this business even though I do not have any business or account with them. I have called severally to have my name removed from their system and for them to stop sending these bills in my name. However nothing has been done. I have been pushed around so many times and no one has been able to fix this problem.
Business response
04/22/2024
April 22, 2024

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint Case #: ********
           Complainant: ******* *******
           Vivint Account #: *******
           Date of Agreement: May 19, 2022

To Whom It May Concern:

I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.

A Vivint representative has reached out to Ms. ******* and a resolution has been agreed upon. At this time, Vivint has agreed to remove her name from the billing account, changing it to the tenant/ contract signer’s name. Ms. ******* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,

Vivint Legal
Customer response
04/22/2024

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
04/16/2024
Complaint Type:
Billing Issues
Status:
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.
I called and spoke to Vivint in October 2023, received my package, didn't have what I was told, so I called same day of receiving my equipment spoke to them asked for cancelation and to send the product back. I shipped the product to them and provided them with the tracking number as they said that was the last thing they needed to cancel my account. Every month I have received a bill stating that I owe them for the equipment and services that I am not even using or have. So every month I call back with the bill, go through the same thing, they say they're gonna work on cancelation. Today I called and was finally able to speak to someone that could give me more information. Vivant is now stating that the tracking number I provided is stating that the package was never delivered to them and that's why my account is not being canceled. They stated that they have suspended my account due to non payment but they can not cancel it or stop charging me until I do one of the following. Buy out the equipment and contract for $7,000. Pay the remaining balance of $600. Or dispute with the mailing company to try and track down the package. Since this all was in October I don't know how I'm supposed to track down a package from months ago, and or pay an amount of money for something I never even used. Especially when vivant stated and has proof that the first call I sent to them about cancelation was on October 5th of 2023.
Business response
04/22/2024
April 22, 2024

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE: Consumer Complaint Case #: ********
Complainant: **** ********
Vivint Account #: ********
Date of Agreement: October 2, 2023

To Whom It May Concern:

I have reviewed the information provided by Ms. **** ******** and appreciate the opportunity to respond.

In her complaint, Ms. ******** explains that she received her Vivint equipment, but it was not complete. She further explains that she sent back the equipment and requested cancellation of her account, but it was not cancelled. Ms. ******** explains that she continued to call in every month and was told that her package was not received and that her account was suspended due to non-payment. Ms. ******** desires a billing adjustment.

At this time, Vivint agrees to cancel Ms. ******** Agreement and remove her account from collections.

Vivint’s records show that Ms. ******** signed a Purchase and Services Agreement with an initial term of forty-two (42) months. This shows a monthly services fee of $44.99 and a total equipment fee of $324.44, plus applicable taxes. Ms. ******** contacted Vivint on October 5, 2023, to request cancellation of her account and indicated that the equipment was returned. Vivint’s record also shows that a notice of cancellation was received on November 10, 2023.

Vivint’s records further show that Ms. ******** stopped making her monthly payments after October 2, 2023. As such, the account was cancelled for non-payment on March 27, 2024, and was transferred to an outside collection agency.

Despite the validity of this debt, Vivint agrees to the above resolution. Ms. ******** has no further obligation to Vivint and will not be contacted further by collections.

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 Legal
Initial Complaint
04/16/2024
Complaint Type:
Billing Issues
Status:
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.
To whom it may concern: On March 19th 2024, I cancelled my Vivint service. I called and spoke with a young lady who indicated I needed to follow the steps in an email to formally cancel my service. I received the email at 1:53 pm. So, I emailed back my full name and address, my phone, my reason for cancellation and everything else that was needed to cancel. At 2:07 pm I received the automatic reply that my request was received implying service would be cancelled. Some of my reasons for cancelling is the fact that my camera is always delayed and could never be fixed. Another reason I purchased a new door and Vivint could never secure the doorbell to molding around the door (when went the recording was distorted), my alarm kept going off and the representative gave me a time 4 hours later that what was reported by Vivint, and we discovered the person was in a different country. How is this helpful? I called on today, and Miguel informed that my account was not closed and he needed to transfer me to retention. I advised Mickey of my conversation with Miguel. Mickey confirmed on April 16th, 2024, my account was drafted for $55.00 and per Mickey my monthly bill is $52.00. He continued to tell me this is correct and he can read me the information at the bottom of the email. I explained that was not necessary and did not want to argue or go back and forth, if my monthly bill is $52.00 why am I being billed $55.00, and why isn’t the bill prorated. Not to mention, I received emails and calls to convince me to keep the service which is proof I cancelled. I would like all of my money, the $55.00, back for the mere inconvenience of not closing my account and continued calls and emails to do so. If a customer confirmed an account multiple times why does Vivint need a email, and still never close the account. This is unfair to me as a customer and I cannot afford this mistake. I paid thousands for the equipment, $72 a month then $55 after the equipment was paid off.
Business response
04/22/2024
April 22, 2024

Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129

RE:    Consumer Complaint Case #: ********
           Complainant: ********* *****
           Vivint Account #: *******
           Date of Agreement: August 13, 2018

To Whom It May Concern:

I have reviewed the information provided by Ms. ***** and appreciate the opportunity to respond.

A Vivint representative has reached out to Ms. ***** and a resolution has been agreed upon. At this time, Vivint has cancelled the monitoring service account effective April 16, 2024, and a refund in the amount of $46.03 was processed back to the original payment method. Ms. ***** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.

Sincerely,

Vivint Legal
Initial Complaint
04/15/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
A vivint representative came by my mom's house to sell vivint services. He said we were not signing a contract and we can cancel anytime after the equipment was paid off. The equipment was paid off and vivint was notified through phone and email that we no longer would like them to monitor our cameras. They still tried to continue to charge my card. My mom spoke with the vivint equipment department who stated that they don't know why they are still trying to collect payments since the equipment was paid off. Now they are trying to send a collection agency to collect. Please stop them from harnessing me and my mom
Business response
04/17/2024
April 17, 2024

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE: Consumer Complaint Case #: 21579101
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: July 13, 2019

To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account of **************** from collections and to waive the associated fees. **************** 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 Legal
Customer response
04/17/2024

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
04/15/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I had cancelled my home security service in December 2023. I was told that there will be an early terminatin fee of $142 which I agreed to pay. Now after 4 months in April I was billed again for the service. When I contacted Vivint, I was told that my service was never cancelled. I would like to get refund for my April bill and cancel my service from December 23. Vivint is not willing to resolve this issue because they just don't wasn to cancel my service. They're comitting a fraud by falsly telling me that they had canceled my serivce while they're still billing me for the service that I no longer use.***********************
Business response
04/19/2024
4/21/2024

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE:    Consumer Complaint Case #: 21578791
           Complainant: ***********************
           Vivint Account #: *******
           Date of Agreement: 8/12/2019

To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.

A resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ******* account and refund his April payment. Mr. ****** may contact Vivints representative directly if he has any questions or concerns regarding this matter.

If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.

Sincerely,

Vivint Legal
Customer response
04/19/2024

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
04/15/2024
Complaint Type:
Order Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I was required to enroll with ************** when moving into my apartment in July of 2023. My lease with the apartment was for 7 months, but the term of the service with Vivent was for *****************************Once I moved out of the apartment, I assumed the contract was up, I was wrong! I have tried to pay up the contract to get out of it, but they have stalled, hung up, and begged me to get someone else to assume the contract each time. Im FED UP! After speaking with 5 people on the phone so far, I was told each time that the service would be terminated and the fees waved. This has not happened! The last time I spoke with someone on April 15 2024, I asked to pay up the bill and to buy out the contract. I was told I would have to send a cancellation notice. A mgr was suppose to speak with me but they hung up. I DO NOT, at this point, have any faith that after the contract ends, that the billing and harassment will stop. All I want is to buy out the contract and be done with them.
Business response
04/20/2024
April 19, 2024

Better Business Bureau of ****
3703 ********
**************, **** 84129

RE:    Consumer Complaint Case #: 9379984
           Complainant: ***********************
           Vivint Account #: *******
           Date of Agreement: 7/7/23

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. Ms. ******* account was cancelled on 4/17/24 effective 2/7/24 and a refund was sent via check. **************** 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 Legal
Customer response
04/20/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************

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