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
- 7,855 total complaints in the last 3 years.
- 2,678 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:04/04/2025
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 4/3/25 a Vivint solicitor came to my door and knocked to sell me a system. There is a clear No Soliciting sign posted right next to my doorbell. You need to stop your salesmen from coming to my door. It's happening all over our neighborhood.
Business Response
Date: 04/11/2025
April 11, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 23163132
Complainant: *** ******
Vivint Account #: NA
Date of Agreement: NA
To Whom It May Concern:
I have reviewed the information provided by *********************** appreciate the opportunity to respond.
The kind of behavior Ms. ****** has reported is not consistent with Vivints policies, and I have reported this complaint to sales management in Ms. ******* area and her address has been put on the no contact list. Vivint appreciates Ms. ******* feedback and will ensure that any coaching or disciplinary action is carried out swiftly.
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:04/04/2025
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 never provided me the financial agreement of monitoring services after paying off the security system. I paid off the equipment through citizens pay, and requested my information to be updated as my ex spouses information (phone number and email) was on the account. To this day, his information is still associated to the account, only my name address and ssn are. When i contacted them for the financial agreement, they couldnt provide it. *** requested multiple times to cancel their services and was still charged for monitoring. Im being contacted by Sequium Debt Collections for an upstanding charge of $820.83. Vivint, Firstsource Advantage, Citizens Pay and Sequim all refuse to provide the documentation of the information change, my account number, and cancellation request that im requesting. Ive only been contacted via email as well. They refuse to provide me any more information or documentation until I make this payment which seems reasonable however none of these changes were made and my cancellation requests from 2023, and 2024 when the payments were current were refused. To this day after requesting simple documentation, Vivint refuses to provide documentation. Im beyond frustrated and do not know how to move forward with this.Business Response
Date: 04/09/2025
April 9, 2025
Better Business Bureau of ****
*************
**************************
RE: Consumer Complaint Case #: 23162308
Complainant: ***** Stanford
Vivint Account #: *******
Date of Agreement: May 20, 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 the account of Ms. ******** from collections and to waive the associated fee. The account of Ms. ******** will remain closed. Ms. ******** 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:04/04/2025
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 signed up with Vivint last year, even though we had only been with *** for about 3 months and was told we will buy out your contract so we thought we would be good to make the switch. They sent us a gift card for $500, our buyout was close to $1900. We fought with ****** to get the remaining payoff balance or come get your equipment, so they gave us the remaining balance, and we were ********* we call ADT to pay it off, they said yeah, you can pay off your equipment and then your last bill is in January, so you can pay it off at that time. Weird, but ok, those are the ********** forward to January 2025: THE GIFTCARD HAS EXPIRED. The money was on it, now we cant use it to pay off ADT, and Vivent is telling us tough luck, its in the terms and conditions, ***** to ****.people are rude and unhelpful, they sound like they deal with these kind of complaints all of the time and only run me around in circles trying to speak with anyone who can help us. My husband is the main name on the account so no one would speak with me outside of my husband being there to give approval (he works past the time the managers are there so its been impossible to get this done). We have been going back and forth with Vivent for months on this, and they refuse to help us out. Even though there was all of the money left on the gift card. We have been hung up on and ignored but $1000 is a lot of money to be told you have to come up with after jumping through all these hoops. We dont know what to do anymore, so we at least want to report this because how many other people are going through the same thing but not saying anything?Business Response
Date: 04/09/2025
April 9, 2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23162007
Complainant: **** *****
Vivint Account #: ********
Date of Agreement: July 19, 2024
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 they were given a $500.00 gift card to buy out ADT. She states the *** buyout was $1,900.00. Ms. ***** states Vivint upped the gift card to cover the full $1,900.00. She states ADT made her wait until January of ********************************* ***** states she has attempted to pay the buyout, and the gift card is expired. Ms. ***** desires to have her gift card reinstated.
Vivints records indicate that Ms. ***** signed a Purchase and Service Agreement (Agreement) on July 19, 2024. On September 16, 2024, a gift card was funded for the amount of $1,968.52.
A Vivint representative has attempted to contact Ms. ***** via email in an effort to resolve this matter. Vivint has offered to reduce the monthly service rate permanently by $30.00 per month. This will save $1,530.00 over the remaining fifty-one (51) months of the Agreement. Ms. ***** 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:04/04/2025
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.
**Complaint Against Vivint Security**I have been a Vivint customer for approximately two years, and my experience has been extremely disappointing. I believe their sales tactics are predatory and untruthful.A Vivint salesperson came to my door while I was waiting for the police after my car was vandalized. He assured me that I could return the equipment if I moved, and it would be bought back without impacting my credit. Trusting his words, I signed up. However, I have since discovered numerous issues:1. **Frequent Offline Issues**: The equipment goes offline and needs to be rebooted often, compromising my security.2. **False Alerts**: The cameras constantly send false alerts for snow, bugs, and other minor disturbances, yet fail to capture critical incidents until its too late.3. **Misleading Promises**: I was promised 24-hour footage access, which I do not have. My car was broken into and stolen, and the cameras did not capture the perpetrators effectively.4. **Useless Equipment**: The system is practically useless at my new home, yet I am still required to pay off the equipment. Between the monthly service fee and the Fortiva payment, I am paying over $120 a month for nothing more than a video doorbell, which I could buy for a fraction of the price.Vivints deceptive sales practices and unreliable equipment have caused me significant stress and financial burden. I urge other consumers to be cautious and demand transparency from Vivint. I am seeking a resolution to return the equipment and cancel my finance agreement without further impact on my credit.Business Response
Date: 04/11/2025
April 11, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #:
Complainant: ****** *******
Vivint Account #: *******
Date of Agreement: 6/23/23
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 2 years ago. She claims that she was told that if she moved, Vivint would buy back her equipment, and it would not impact her credit. She has unresolved issues with her system. She wants to return her equipment and cancel her finance agreement without it affecting her credit.
Vivints records indicate that Ms. ******* signed a Purchase and Services Agreement (Agreement) on 6/23/23, with an initial term of sixty (60) months and an equipment fee of $1,695.97 which states If, at any point during the initial term of this Contract, you fulfill your obligations to pay all amounts owing for the purchase of any equipment, then you may terminate this Agreement without penalty or early termination fee with thirty (30) days prior written notice. If terminated, this agreement ends on the last day of the thirty (30) day notice period. Vivints records indicate that since installation 22 months ago, Ms. ******* has called Vivint regarding her doorbell chime. Vivints records do not indicate that Ms. ******* has informed Vivint of other equipment issues and has not had a technician out to her home since it was installed in 2023.
A representative from Vivint has reached out to Ms. ******* in an effort to resolve this matter. Vivint agrees to one of the following.
A free technician to resolve her equipment issues
Waive both move fees
Cancellation of her Vivint monitoring Agreement; however, she will remain responsible for her Fortiva equipment line of credit.
Ms. ******* may contact Vivints representative directly with how she would like to proceed or if she has any further questions or concerns.
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:04/04/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
IN JUNE 2024, VIVINT MADE THREE (3) UNAUTHORIZED TRANSACTIONS AGAINST MY CHECKING ACCOUNT. i SPOKE WITH SOMEONE (A MAN) AND STATED THAT I WANTED A REFUND ON THOSE UNAUTHORIZED TRANSACTIONS. I WAS TOLD THAT THEY WOULD BE REFUNDED AND WERE NOT. DURING THIS PHONE CONVERSATION, I ALSO TOLD THE GENTLEMEN AT THAT TIME THAT I WANTED TO CANCEL MY ACCOUNT. HE STATED THAT HE WOULD GET IT TAKEN CARE OF. FAST FORWARD TO APRIL 2025, I JUST RECEIVED INFORMATION THAT I AM BEING SENT TO COLLECTIONS FOR THE AMOUNT OF $386.25. I JUST SPOKE WITH A CUSTOMER SERVICE *** WITH ********************** AND SHE STATED THAT I NEVER CALCELLED MY ACCOUNT AND THAT I WOULD HAVE TO PAY THE OWED AMOUNT. I AM NOT PAYING THE AMOUNT THEY "SAY" I OWE THEM ON A ACCOUNT THAT I STATED THAT I WANTED TO CANCEL. WHILE ON THE PHONE WITH THE CUSTOMER ***, I ASKED FOR A MANAGER AND WAS TOLD THAT I DIDNT NEED ONE THAT SHE COULD HANDLE IT, BUT COULD NOT.Business Response
Date: 04/11/2025
4/11/2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23161025
Complainant: ******* ***
Vivint Account #: *******
Date of Agreement: 7/4/2021
To Whom It May Concern:
I have reviewed the information provided by Mr. *** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to close the account with collections. Mr. *** has no further obligation to Vivint. 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 LegalCustomer Answer
Date: 04/14/2025
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:04/04/2025
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.
My contract with Vivint home security expired in October 2024. Since then vivint continued to charge me a monthly fee of $40.14 for tha past 4 months which they said they would refund. however I have received nothing and this month Im receiving harassment that my payment wasnt made. Can you help?Business Response
Date: 04/10/2025
April 10, 2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23160573
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: May 10, 2007
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 cancel the monitoring service effective October 21, 2024, when the written notice of cancellation was received and to refund all payments made directly to Vivint from that date forward. Ms. ***** has no further obligation to Vivint.. Ms. ***** 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:04/04/2025
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.
9-3-2023- ****** failed to explain that in the event of product failure, they charge you for a visit to your home $99. They also failed to explain after the initial install, even when the product wasn't installed, correctly they will charge you to fix the product. They also failed to explain that if you want to cancel service you are forced to complete purchase on their product and that their system doesn't work without vivant service rendering it useless. So, you're forced to purchase a faulty product, that they charge you to service while it remains faulty. while charging you for the product/service itself.Also, with customer service they've asked me to get into my attic, while I'm currently pregnant, and troubleshoot electrical products... although I'm not an authorized electrician or vivant product specialist. This was never explained to me on purchase of the product that in order to obtain help or customer service I would need to be crawling in my attic. I am currently single and pregnant and it feels impossible to get the help I need. I've called and chatted twice over the last 3 weeks and it always escalates because they wont schedule me an appt. Another agent tried to pre-charge me for a product I was supposed to already have that they never installed. I only found this out when my back door was opened and the alarm never went off. Repeatedly, when I've asked for a technician to come out they have attempted to pre-charge me without assessing if it was an installation error, even though I've called them about similar issues right after the system was first installed. It feels like I'm being held over a barrel financially and with my safety.Business Response
Date: 04/10/2025
April 10, 2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23160110
Complainant: ***** *******
Vivint Account #: ********
Date of Agreement: September 2, 2023
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 cancel the monitoring service effective April 4, 2025, when the first request to cancel was received. Ms. ******* has no further obligation to *************************. Buckner 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:04/03/2025
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 called on February 1, 2025 to have service cancelled. I am still being billed as of April 2025.Business Response
Date: 04/11/2025
April 10, 2025
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #:
Complainant: ***** ******
Vivint Account #: *******
Date of Agreement: 6/11/19
To Whom It May Concern:
I have reviewed the information provided by Mr. ***** ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that he canceled his service in February 2025 but is still being billed.
Vivints records indicate that Mr. ****** signed a Purchase and Services Agreement (Agreement) on 6/11/19, with an initial term of sixty (60) months which states After the initial 60-month term, this agreement will automatically continue month-to- month and you may terminate the agreement upon at least 30 days prior written notice. If terminated, the agreement ends on the last day of the 30-day notice period. Vivints records indicate that on 2/3/25, Mr. ****** called to cancel; however, he was offered and accepted a 2-month credit. Vivints records indicate that on 4/2/25, Mr. ****** called to cancel, he did not accept any offers and submitted a verbal cancellation notice which was approved by a supervisor. Vivints records indicate that ****************** will be cancelled within 30 days, in accordance with his Agreement
A representative from Vivint has reached out to Mr. ****** in an effort to resolve this matter. Vivint agrees to cancel ******************** waive the 30-day cancellation period and provide a refund for his March payment. Mr. ****** has no further obligation to Vivint and may contact Vivints representative directly if he has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/11/2025
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:04/03/2025
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 filing this complaint against Vivint Smart Home due to mis***resentation, deceptive sales tactics, and unauthorized charges during the sales and installation process.On 12/12/2023, a Vivint sales ***resentative came to my home and made several false claims to persuade me to sign a contract. Specifically, I was told:I could cancel at any time, which is falseI later found out I am locked into a long-term contract with high cancellation fees.Vivint would buy out my contract, but this was never honored, and I paid for the remainder of my contract. ADT $45 for two years. The camera system would have no lag, yet I experience significant delays and poor performance.A fire alarm system was included, but instead, it was later added to my account with additional charges.Additionally, I felt pressured and uncomfortable during the sales process. The sales *** was insistent on coming into my home, despite me expressing discomfort. We conducted the sale in my car, but he continued to push to enter my house to complete the sale. We finished the sale in my home. I believe Vivint engages in predatory sales tactics by sending out young sales ***s to lie to residents just to make a sale. This is deceptive and unethical.I am requesting a full cancellation of my contract without penalty due to mis***resentation and aggressive sales tactics. If Vivint refuses, I will escalate my complaint to the ************************ (***), the Attorney General, and *****************************Business Response
Date: 04/11/2025
April 11, 2025
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 23158117
Complainant: ****** *********
Vivint Account #: ********
Date of Agreement: 7/12/23
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 has had issues with Vivint from the beginning with the sales process, 3rd party buyout, and equipment issues. She desires cancellation of her contract without penalty.
Vivints records indicate that Ms. ********* signed a Purchase and Services Agreement (Agreement) on 7/12/23, with an initial term of sixty (60) months. Vivints records indicate that on 7/14/23, Ms. ********* called with thermostat questions which were resolved. Vivints records indicate that on 12/28/23, Vivint removed DVR monthly service charges from Ms. ********** account. *********************** records indicate that on 9/2/24, a sales representative opened a third-party contract buyout claim on Ms. ********** behalf. The claim was denied on 9/10/24. The reason for the denial was that Ms. ********* installed 14 months prior and Vivints record did not indicate a request to buy out for her previous security contract prior to 9/10/24. Vivints records indicate that on 2/4/25, Ms. ********* called with questions regarding her account. A $25 credit was offered and accepted by Ms. ********** Vivints records indicate that on 2/22/25, Ms. ********* called requesting information regarding potential penalty fees if she were to cancel early. She was advised of the early termination fee, pay off of purchased equipment and the length of the term of her Agreement. Vivints records indicate that on 4/6/25, Ms. ********* called stating that she wished to cancel due to equipment issues. A technician was offered and declined. Ms. ********* was given cancellation information including the early termination fee. Vivints records indicate that Ms. ********* did not want to pay the early termination fee and accepted a credit of $10 a month for 12 months.
A representative from Vivint has reached out to Ms. ********* in an effort to resolve this matter. While Vivint disputes the allegations in Ms. ********** complaint, in a gesture of goodwill Vivint agrees to cancel Ms. ********** Vivint service. Ms. ********* remains responsible for any outstanding equipment loan she may have. Ms. ********* has no further obligation to Vivint and may contact Vivints representative directly if she has any further questions or concerns.
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:04/03/2025
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.
account ********* constantly calling and talking to ****** ID ******* ***** ID ******* ***** ID ****** Ingvar ID ****** talking to vinint customersupport cancelation department. first talk in 11/2024 to inform of the basement backdoor not being monitored.Request to cancel if it did not work in December also December I purchased a sensor for the basement front door.****** again service not working not being monitored. Request cancel by phone and in writing instead they keep billing me. They refuse to cancel the ************ payment stop in December. Since they can no longer get direct deposit they keep stating I owe.I do not have a contract with Vivint it was on a month to month they keep charging Stop payment from bank in December they still charge $47.14. I had already called and sent mail they are not still adding monthly fees even though i cancel. I do not have a contract with them. They keep charging meBusiness Response
Date: 04/10/2025
April 10, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 23156818
Complainant: *** *****
Vivint Account #: *******
Date of Agreement: 5/21/19
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 called in 11/2024, about a door not being monitored and wanted to cancel if it wasnt working. She says she bought a sensor in 12/2024 and that her service was not working or being monitored. She states that she has requested to cancel but she keeps being billed.
Vivints records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on 5/21/19, with an initial term of sixty (60) months which states After the initial 60-month term, this agreement will automatically continue month-to- month and you may terminate the agreement upon at least 30 days prior written notice. If terminated, the agreement ends on the last day of the 30-day notice period.
Vivints records do not indicate a call in November 2024. Vivints records indicate that on 12/14/24, Ms. ***** called regarding 1 door sensor that was not working. The phone representative reprogrammed it, rebooted the panel and the issue was resolved. Vivints records indicate that on 2/3/25, Ms. ***************** and claimed that her home was not being monitored. A technician was offered; however, Ms. ***** stated that she did not want to pay for a technician as agreed to in her contract. She stated that she would not pay her past due balance for the months that she was monitored. Vivints records indicate that on 2/4/25, Ms. ***** spoke with a supervisor and asked to cancel due to not being monitored for 2 months. It was explained that she has 13 monitored sensors including flood, *** smoke and fire detectors, all of which were monitored during that time. Vivints records indicate that Ms. ***** was advised that her service would be cancelled once her past due balance was paid. Vivints records indicate that on 4/3/25, Ms. ***** called Vivint with the same complaint and requested to cancel. Vivints records indicate that Ms. ***** was advised that once her past due balance was paid her account would be cancelled. Vivints records indicate that Ms. ***** did not make the $53.50 payment for the door sensor she agreed to purchase in December and did not make her Jan, Feb, or March payments and her account is currently $277 past due. Vivints records indicate that on 4/4/25, Ms. ***** stated that she did not have to pay her fees because she was no longer under contract. It was explained that her account was month to month and remained active because a written cancellation notice had not been submitted, and her past due balance had not been paid for the months she received monitoring service.
A representative from Vivint has reached out to Ms. ***** in an effort to resolve this matter. Despite the information above, in a gesture of goodwill, Vivint agrees to cancel ***************** and forgive her past due balance of $277. Ms. ***** has no further obligation to Vivint and may contact Vivints representative directly if she has any further questions or concerns.
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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