ComplaintsforVivint Canada Inc.
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Initial Complaint
07/05/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
*** ** **** I had my last monthly bill payment for vivint because we were moving to a new house a** ** *** ***** ** **** **** ** **** *** ******** ******** ** *** *** ***** **** ** ***** ** ** ****** ** ********* ******** ***************** **** **** I made a lump sum of ******* to payout my remaining contract and cancel my account with vivint. I had to talk with vivint and cancel my account and everything was taken care of.3 months later I was contacted by Vivint because I had not been paying my bill although I had already canceled my account and paid in full to do so. Ive phoned numerous times only to get transferred to multiple different departments or hung up on so I can try and clear this up**** ******** ** **** ********* ** **** * **** *** ********* * ********** **** *****************Business response
17/05/2022
*** *** ****
Better Business Bureau of ****
**** ********
**************, **** *****
RE: Consumer Complaint Case ** ********
Complainant: ***** ************************************** Account #: *******
Date of Agreement: *** ** ****
To Whom It May Concern:I have reviewed the information provided by ************** ****** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted **************** to resolve his concerns. **************** may contact ********************************** / ************) 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 ********** *** ******
Sincerely,
Vivint LegalInitial Complaint
24/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
We had a Vivint Security System since 2012. We did not sign up again in **** **** when the contract ended.They have continued billing us. I have tried to cancel my account and they absolutely refuse to! They did give me a deferment from ******** to **** ****. **** ** *** ********** ** ******* *** * *** **** ** *** ****. ** ** ****** ** **** *** ** *** ** **** ** * ******* **** ** *** ****. I have been requesting cancellations since then and they refuse. I have also asked for a copy of the newest signed contract and they refuse. We will never need their security system again as we have one in our building. I want them to cancel the contract immediately.Business response
02/05/2022
*** ** ****
Better Business Bureau of ****
**** ********
**************, **** *****
*** ******** ********* **** ** ******** ************ *********************** ****** ******* ** ******* **** ** ********** ****** *** ****
To Whom It May Concern:I have reviewed the information provided by ************* and appreciate the opportunity to respond.
A Vivint representative has reached out to ************* in order to assist. At this time, Vivint agrees to cancel ************* without penalties. ************* 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 ********** *** ******
Sincerely,
Vivint LegalInitial Complaint
18/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Hello. I am a long term vivant customer, we installed a system in a 2nd home in **** after approx. 3 months, we determined that our system was not set up the way we needed for our new house and that different equipment would be required. Several calls in asking about the cost of more equipment, service......,end result we never upgraded the system due to the cost of getting the equipment. Continued with ****** services for 2.5 years at new address, when ***** came and offered to set the new system up, pay out our remaining contract with ****** for less then getting the new equipment with ******, as well as our monthly fee would be almost *** less then what we were paying with ******. We switched to *****.Issue: I called ****** in August of ***** explained that we had switched our service and that I would require a payout amount. I believe I was told approximately **** at that time, and that an invoice would come in the mail. Services were to be cancelled at the time. I also asked for a copy of the outstanding amount to be sent to my email, at which time he emailed me a copy of the contract not a statement of account. September: Called ****** after my bank account showed an auto withdrawal of ****** the standard monthly amount by ******. Customer loyalty department assured me that it was just an matter of timing and that the amount would be refunded to my account. ** that time I asked again for my outstanding contract amount, the customer service rep. ** that time placed me on a long hold and came back saying that I in fact owed nothing. I asked again in 3 different ways to look again and was reassured that there was no balance owing. He also re-assured me that no further payments would come out in October. October: Exact repeat of September, ****** with drawn, different customer rep. **** exact say thing, refund coming, nothing owing.....November: ****** with drawn.Two weeks later: repeat above + a withdraw of ******* from my account from Business PADBusiness response
26/04/2022
***** *** ****
Better Business Bureau of ****
**** ********
**************, **** *****
RE: Consumer Complaint Case ** ********
Complainant: *********************
Vivint Account #: *******
**** ** ********** ******* *** ****
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
In her complaint, **************** explains that 3 months after installation they were not satisfied with the system and recently changed to a new security company. She further explains that She called Vivint in ****** **** regarding the switch over and was told an invoice of **** would come in the mail and her service would be cancelled. She further explains that two weeks later they were charged ******* after being told that no further payments would come out.
Vivints record shows that there was a returned payment of ******* on ******** *** ****. In addition, Ms. ******* account was cancelled on ***** *** *****
Vivints records show that Mr. ***** **************** signed a Purchase and Services Agreement upon installation of their Vivint system with the initial term of sixty (60) months. This shows a monthly services fee o* ******* *** total equipment fee of ********** plus applicable taxes, during that term.
Despite the validity of this Agreement, Vivint agrees to the above resolution. Mr. ***** **************** have no further obligation to Vivint and will not be further charged. **************** may contact Vivints representative directly should she have any further questions regarding this issue.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, ********* ********** *** ******
Sincerely,
Vivint LegalInitial Complaint
05/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
I had Vivent installed at my residence on ******** *** ***** ****** I moved about 8 months later. When I called to get them to move the equipment, they didnt show up, and after many attempts to get them to call me back, I gave up and removed what I could myself. I have made several attempts to get help from them and I either get a rude person who told me that they cant help me because I left some equipment behind! Meanwhile I have been paying $70 a month for a service I dont receive! I finally spoke to a woman who was willing to help me and forgive the equipment left behind and set up someone to come and set up the service in my business. Well they didnt show on the day arranged and then showed on a day the shop was closed. So again I called and finally got a date for the m to show. So they show up and tell me it is going to be $800-900 , I said that was no the agreement, I was only to pay about 100 to have it installed! So he he called his supervisor and the said they would look until! Wel weeks went by and still heard nothing, so called many times and finally spoke to a supervisor. She said that was not the agreement! I said yes it was so she said she would listen to the recording of my conversation with the the only nive woman I spoke to and made the agreement with and she would call me back!! Well again nothing and its been months, I have attempted to call them but am getting the run around and am told some will call me back! I would some of my money back and security system put in or all my money back!!Business response
14/04/2022
April 14, 2022
****** ******** ****** ** **** **** ******** *************** **** *****
RE: Consumer Complaint Case #: ********
Complainant: *********************
Vivint Account #: *******
Date of Agreement: April 1, 2019
To Whom It May ***************** have reviewed the information provided by ************************* and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************ to resolve her concerns. ************ may contact Vivints representative directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department *** Legal.
Sincerely,
Vivint LegalInitial Complaint
03/03/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
Bought a Vivint home security system about 3 years ago and was never satisfied with their product . (broken into never worked). opted out of their service and asked what was the total in need to pay out was ******* and paid them off. I have recently recieved bills from them and contacted them .There response was that i owe them an additional ****** even though i have no account with them.Business response
10/03/2022
March 10, 2022
Better Business Bureau of ****
3703 ********
**************, **** *****
RE: Consumer Complaint Case #: ********
Complainant: *****************************
Vivint Account #: *******
Date of Agreement: June 1, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that he cancelled his account and paid off the due balance. ****************** states that he received a collections notice about further payment being needed. ****************** states that he has not account. ****************** desires a correction to a credit report, a billing adjustment, and no further contact by the business.
A Vivint representative has reached out to ****************** in order to assist. At this time, Vivint agrees to remove ****************** account from collections and cancel his account without penalties. ****************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on June 1, 2019 with an initial term of sixty (60) months. Vivints records indicate that ****************** received equipment financing with Vivint at this time as well. Vivints records indicate that ****************** contacted Vivint on May 19, 2020 about cancellation of his account and that ****************** was quoted $****** for the past due amount on the account, $******* for the remaining equipment financing, and $******* for the remaining Purchase and Services Agreement. Vivints records indicate that ****************** paid off the equipment financing.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department *** Legal.
Sincerely,
Vivint LegalInitial Complaint
15/02/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I have attempted to cancel my service with Vivint 4 times now. Each time I have been told its done and taken care of. They have continued to take payments out of my account. I managed to only get 1 payment refunded so far out of 4 payments. I have talked to and emailed the department for cancellations and once again I am told to call back next week. I dont know what else to do regarding this issue.Business response
23/02/2022
February 23, 2022
Better Business Bureau of *************************************************************************** *****
RE: Consumer Complaint Case #: ********
Complainant: *******************
Vivint Account #: *******
Date of Agreement: August 23, 2013
To Whom It May ***************** have reviewed the information provided by Mr. ******************* and appreciate the opportunity to respond.
In his complaint, **************** explains that he has attempted to cancel his service 4 times and was told it was cancelled. He further explains that he is still being billed and only got one month refunded.
A legal representative from Vivint recently contacted **************** to resolve his concerns. Vivints records indicate that this issue is being resolved to Mr. ******* satisfaction. **************** 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 *** Legal.
Sincerely,
Vivint LegalInitial Complaint
08/02/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
October of 2021 - Moved out of my house. At the time of moving out I was off contract from Vivint.I called Vivint to allow the new tenants to take over the equipment in October of 2021 and cancel my services.Today I noticed that Vivint is still billing my credit card monthly. I contacted the new tenants at my old address **************** in ********, ** and they confirmed that Vivint is billing them too for the same services.I called Vivint to stop the charges and No one could help me. They just kept transferring me from person to person and none of them had the capabilities to help **** guess just shuffle customer around to different departments until they give up. This is the second time I have to file a complaint against Vivint.This is the most terrible company to deal with if you need any customer service there is.Business response
18/02/2022
February 18, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: ********
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 3, 2016
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that he moved out of his home in October 2021 and the new tenants took over his services. He further explains that he noticed he is still being billed monthly.
At this time, Vivint agrees to cancel Mr. ******** Agreement and issue him a refund of all payments made after October 9, 2021.
Vivints records show that ****************** signed a Purchase and Services Agreement upon installation of his Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $80.99, plus applicable taxes, during that term. Vivints record further show that ****************** notified Vivint of his move however, his account was not cancelled. Vivint apologizes for any undue delay in this process.
Vivint agrees to the above resolution. ****************** has no further obligation to Vivint and would receive his refund via direct deposit to his master card ending in ****.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department *** Legal.
Sincerely,
Vivint LegalInitial Complaint
20/01/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Vivint sold us 3 security systems for our farm and installed them in **** ****, Immediately none of the systems worked. They sent a technician who determined they could not provide us service so they said they were cancelling our contracts. They only cancelled two of the contracts ***** **** but failed to cancel the 3rd contract however have continued to charge us ******month. Every month we call and they assure our contracts are cancelled, and we get charged again. Finally spoke with a supervisor named *******************, who promised he has gotten to the bottom of the issue, assured us he has cancelled the account properly and was refunding us ***** and we would receive a cheque in the mail. Being sceptical I put a stop payment on my bank account, which sure enough they tried to charge it again, and contacted me wanting payment. Ive since tried emailing and calling **** over 8 times and he ignores my request and tells his other agents that he promises he will contact me tomorrow and to assure me that he has dealt with my issue. Today they charged my account *******. I am owed over ****** and cannot make any progress with them, they are extremely unprofessional and its actually very ***** on the phone with them. He clearly has not properly cancelled my account, no refund has been received and I cannot spend hours everyday on the phone trying to rectify this issue with no honest result. It is not our fault they could not provide us service after selling us the contract, and they called me to inform me they would be cancelling my account after they sent a technician in **** to confirm service could not be provided to our location. All of the previous agents I spoke with, and supervisor ******************* promised to email me a refund and cancellation notice after each phone conversation, to which we would receive nothing and need to restart the process on their ***** phone number time and time again, until I finally thought we had reached resolution by asking for supervisorBusiness response
28/01/2022
******* *** ****
Better Business Bureau of ****
********************************************************************************
RE: Consumer Complaint Case ** ********
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: *********
To Whom It May Concern:I have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In his complaint, ******************** explains that the accounts located at his farm are unserviceable. However, one of the accounts has not been cancelled. As such,******************** requests cancellation and a refund.
Vivints records indicate that the account has been cancelled. The cancellation has been backdated to ******* ** ****. ******************** will receive a refund of all payments made since ******* ** **** within **** business days.
A representative from Vivint has contacted ******************** via email. If ******************* has any further questions or concerns, he may contact the representative.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, ********* ********** *** ******
Sincerely,
****** *****Customer response
08/03/2022
Complaint: ********
I am rejecting this response because:I would like to reopen this complaint as the refund has not been received as promised. Their legal representative who promised the refund now has her phone number deactivated. The 1-800 number for service leads to no result.
Sincerely,
***** ********Business response
14/03/2022
***** *** ****
****** ******** ****** ** **** **** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ***** ********
Vivint Account #* *******
Date of Agreement: **** *** ****
To Whom It May Concern:
I have reviewed the information provided by *** ******** and appreciate the opportunity to respond.
In his rebuttal, *** ******** states that he has not received the promised refund. *** ******** states he has not been able to reach Vivint’s representative.
A Vivint representative has reached out to *** ******** via email in order to assist. Vivint’s records indicate that a refund of ******** was sent to the checking account on file around ******** ** ****. *** ******** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
Vivint’s records show that *** ******** signed a Purchase and Services Agreement on **** *** ****. Vivint’s records indicate that Vivint’s representative cancelled *** ********** Agreement on ******* *** **** and backdated the refund to ******* ** ***** Vivint’s records indicate that the above refund was processed following the cancellation to the checking account on file.
Vivint’s representative is willing to assist in this matter. *** ******** may contact Vivint’s representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** or fax number: ***** ********* attention ********** *** * ******
Sincerely,
Vivint LegalInitial Complaint
12/01/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
On October 19th, 2021I called Vivint to notify that I wanted to cancel my service because I had sold my house and was moving out of town. I wanted to know what I had to do and what monies I maybe owing. The agent told me to write a letter stating I wanted to cancel my service, state the address, service # and the amounts that I owed. I did all of this and emailed it to them. I also paid all monies owing at that time via my ***** I received a confirmation email from them that they received my request and the service was to be canceled on November 14th. Then on December 21st I got a phone call saying my alarms were going off at my previous address. I told them this service was canceled. After being on hold for a period of time, they assured me everything was taken care of and apologized for the mistake. Since that time Ive been called multiple times by this company looking for payments saying that my account was not canceled. Again I go through the whole process again and again Im reassured that the mistake had been resolved! Ive even get a email from them saying so! But yet again Im called tonight January 11th, 2022 regarding the same thing. I have all emails and correspondence including my **** statement showing proof of payment, which was the following $180.15 for cancellation of service, $196 for loan of equipment with a total of$376.15. Im beyond frustrated with this company and Im unsure what I can do to stop the ********** and them sending me to collections and ruining my credit! Its a never ending road! They call, I give them all the information about my cancellation, they tell me they can see on their end that it was supposed to be canceled and they apologized for the mistake! Give it a few days and they call again and it starts all over. Im on my 6th phone call from as of today!Business response
21/01/2022
January 21, 2022
Better Business Bureau of ************************************************* *****
RE: Consumer Complaint Case #: ********
Complainant: ****** ***
Vivint Account #: *******
Date of Agreement: June 29, 2017
To Whom It *** ***************** have reviewed the information provided by Ms. *** and appreciate the opportunity to respond.
A representative from Vivint has recently contacted Ms. *** in an effort to resolve her concerns. Vivints records indicate that this matter has been resolved to ************ satisfaction. At this time, Ms. *** has no further obligation to Vivint. Vivints records indicate that ************ account with Vivint has been cancelled as of January 16, 2022, and the legal representative has emailed documentation of the cancellation for her records.
Should Ms. *** have any further questions or concerns, she should contact the representative directly.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department *** Legal.
Sincerely,
Vivint LegalInitial Complaint
07/12/2021
- Complaint Type:
- Order Issues
- Status:
- Resolved
I attempted to cancel my contract with the business by submitting the relevant documents September 24th. I was informed shortly thereafter that service would cease October 30th, 30 days after processing the notice.As of December 6th the contract has still not been cancelled and the company continues to take their monthly fee, despite my repeated attempts to cancel the service.Business response
15/12/2021
December 15, 2021
Better Business Bureau of ****
********************************************************************************
RE: Consumer Complaint Case #: ********
Complainant: ***********************
Vivint Account #:*******
Date of Agreement: 5/13/2017
To Whom It May ***************** have reviewed the information provided by ******************* and appreciate the opportunity to respond.
In his complaint, ******************** explains that he requested cancellation in September 2021 and was told his account would be cancelled in October. ******************* explains that his account is still active.
At this time, Vivint is willing to cancel Mr. ********* account without penalty out of goodwill.
However,it should be noted that Vivints records indicate that prior to the installation of any equipment, ******************** completed a Pre-Installation Survey with Vivints Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, ********************** will not enter into an agreement with the customer and will not install any equipment in the customers home. The purpose of the survey is to verify certain information, ensure that the customer understands *********************** offer, and confirm the terms and conditions of the Agreement. Our records show that ******************* completed the required Pre-Installation Survey on May 13, 2017. During the recorded Pre-Installation Survey, ******************** represented that he understood and agreed to the initial term of 60 months. As such, Mr. ********* Agreement technically does not end until 2022.
Despite this information, Vivint agrees to the resolution above. ******************** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department *** Legal.
Sincerely,
Vivint Legal
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Customer Complaints Summary
744 total complaints in the last 3 years.
330 complaints closed in the last 12 months.