Business Profile

Security Systems

Vivint Smart Home

Headquarters

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

8,341 total complaints in the last 3 years.
2,955 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The 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:08/19/2024
Type:Customer Service Issues
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.
They will not cancel my contract
Business Response
Date: 08/27/2024
August 27, 2024

Better Business Bureau of ****
*************
**************************

RE: Consumer Complaint Case #: 22164033
Complainant: *************************
Vivint Account #: *******
Date of Agreement: May 27, 2019

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 ******************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining Vivint account without further penalties and to clear the balance due of $157.82. ******************** 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 Answer
Date: 08/28/2024

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
Date:08/19/2024
Type:Billing Issues
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 closed this account February 1, 2024 and paid the balance off. They are continuing to charge me. When I asked them for the money back, they told me I extended their service until March of 2026, which is not the truth; I canceled it. They hung up on me when I told them I want my money back. I went through this twice before with them.
Business Response
Date: 08/27/2024
August 27, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 22163488
Complainant: *************************
Vivint Account #: *******
Date of Agreement: March 16, 2021

To Whom It May Concern:

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

In her complaint, ****************** states that she closed her account February 1, 2024, and paid off the balance. She states Vivint is still charging her. ****************** states she was told she extended her contract until March of 2026. ****************** desires a refund.

Vivints records indicate that ****************** signed a Purchase and Service Agreement on March 16, 2021. On February 26, 2024, ****************** requested the cancellation of the account of due to system issues. On February 29, 2024, Vivint received the request for cancellation via email from ******************.

A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint offers cancellation effective February 29, 2024, Vivint will also be providing a refund from that date forward. ****************** 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 Legal

Customer Answer
Date: 08/28/2024

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,

*************************
Customer Answer
Date: 09/18/2024

Complaint: 22163488

I am rejecting this response because:

I filed a previous complaint about Vivint a month ago. The first complaint was about them charging me every month after I had closed my account in February. You helped me in August. Vivint stated they would stop charging me, and they would reimburse me from February 29th, yet I havent seen a dime from them, and they charged me again for September! I dont know what else I can do. Thank you

Sincerely,

***** *******
Business Response
Date: 09/24/2024

September 24, 2024

Better Business Bureau of ****
*************
**************************

RE: Consumer Complaint Case #: 22163488
Complainant: ***** *******
Vivint Account #: *******
Date of Agreement: March 16, 2021

To Whom It May Concern:

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

In her rebuttal, Ms. ******* states that Vivint spoke to her about canceling her account on February 29, 2024, and providing reimbursement. She states Vivint is still charging her. Ms. ******* desires a refund.

Vivints records indicate that Ms. ******* signed a Purchase and Service Agreement on March 16, 2021. On February 26, 2024, Ms. ******* requested the cancellation of the account of due to system issues. On February 29, 2024, Vivint received the request for cancellation via email from Ms. *********************** Vivint representative has attempted to contact Ms. ******* via email in efforts to resolve this matter. Vivint has not heard from Ms. ****** in response to the offer that was made. Based on the recent Rebuttal Vivint has provided cancellation of the account effective February 29, ********************************************* ******* 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 Legal

Customer Answer
Date: 09/25/2024

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
Date:08/19/2024
Type:Service or Repair Issues
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 been having multiple problems with my equipment for the past 4 years with Vivint. Most recently, I spent a total of 3 hours ************* trying to get a resolution for my defective door lock. Initially, I was advised that I could get a replacement lock free of charge and a $30 credit. When I called today, I was advised that I would be charged for a technician to come out replace the defective equipment. The **** also told me that my equipment was out of date and this was the reason it was defective. I have asked to speak to corporate on multiple occasions and I was advised that this couldnt happen.
Business Response
Date: 08/28/2024
August 28, 2024

Better Business Bureau of Utah
3703 W 6200 S
*******************************;

RE:     Consumer Complaint Case #: 22163458
Complainant:   ***************************
Vivint Account #: *******
Date of Agreement: 10/1/20

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 ************** and a resolution has been agreed upon. At this time, Vivint agrees to send Ms. ************** door lock and apply a 4-month credit. ************** may contact Vivints representative directly with 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
Initial Complaint
Date:08/19/2024
Type:Service or Repair Issues
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 July 3, 2024, I moved to a new home. I called Vivint to transfer my equipment to my new address. I have been a customer for over 4 years now. I had purchased my equipment on a line of credit to which I paid of years ago so in moving it was told to me that my upgraded equipment would be put on my line of credit. After the equipment was installed I called a few weeks later inquiring about my monthly payment on my line of credit. After spending over two hours on the phone with them they told me they would handle setting up the line of credit because the account was closed and the technician who installed my equipment should of established payment prior to installing the equipment. I told them this was not my problem and that I want the account to be handled like it was communicated to me. Also, I did not close my account as I have been using the services since I purchased it. They told me they would handle it and call me back with my line of credit and payment amount. On or about 8/1st in checking my bank account the amount that was supposed to be on my line of credit was deducted in full leaving me with bills that bounced and bank fees. I called the same day and spent a few hours on the phone and they told me that a refund would be issued and that it would take 3 to 5 days. It is now 8/19th and I still do not have my refund and I still do not have any information related to my line of credit. I called them earlier only to be told that they have escalated the case and that I would get a callback today or tomorrow. I have called almost every day since with no resolution. I have been more than patient and do not understand why there is no sense of urgency here. At this point I feel I need to talk to someone higher up at Vivint or talk to an attorney.
Business Response
Date: 08/27/2024
August 27, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 22163168
           Complainant: *******************************
           Vivint Account #: ********
           Date of Agreement: May 25, 2020

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 ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cover the cost of one (1) Outdoor Camera Pro and the move fee for the inconvenience caused. Vivint has also refunded the amount of $576.99. ***************** 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
Initial Complaint
Date:08/19/2024
Type:Billing Issues
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.
Good morning, I tried to file a complaint and I was told it wasn't the right one. It's for Vivint and they don't have any offices near me. Also, the drop down menu only has the their headquarters. Again, I've previously tried this and had no success.
Customer Answer
Date: 08/19/2024
A door to door salesman pressured me into buying the security system after I told him that I would think about it. Without any confirmation, he ran my credit and told me how much I was approved for, basically making me feel that I was too late to make any changes. I was confused and off my bipolar medication and I felt that I had to comply otherwise I would have an hard hit on my credit with 0 benefit. Not only did this affect my credit but *** had several phone calls with them as their product does not work and if anything made my home unsafe as the locks unlock on their own and have alerted of non existing intruders which made me lose money as I had to leave work to figure out my animals safety. Also, ******** bank just took out 100$ and the 50$ I had on autopay. I believe this company scams people and upon further research they were sued for millions regarding this.
Business Response
Date: 08/26/2024

8/26/2024

Better Business Bureau of ****
*************
**************************

RE:    Consumer Complaint Case #: 21988338
           Complainant: ***********************
           Vivint Account #: ********
           Date of Agreement: 1/12/2024

To Whom It May Concern:

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

In his complaint, ****************** explains he is dissatisfied with the equipment and service.

To assist ******************, Vivint is willing to send a technician to his home to service the equipment. To further assist him, Vivint has lowered his monthly service payment by $10.00. A representative has contacted ****************** via email to schedule an appointment.

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 Answer
Date: 08/26/2024

Complaint: 21988338

I am rejecting this response because:
they have absolutely destroyed my credit. Is there anyway they can just wipe that and take their items back? I mean no offense, what in the world is 10$ off?

Sincerely,

***********************
Initial Complaint
Date:08/18/2024
Type:Service or Repair Issues
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.
In April/May of 2021 we were pressured by a salesman from Vivint to purchase a security system with a line of credit. The salesman used scare tactics, insinuating that the neighborhood we just moved too was very bad and that we should think about what would happen if we didn't have a security system. As first time home owners, and new residents of ********, we didn't know any better and signed the contract. What the salesman didn't tell us was that we were locked in with them for 5 years! We have constantly had issues with our cameras going offline, the app not working properly, to the point where if somebody does come to the door we can't even retrieve it from a recording. Also, I pay $47 a month for monitoring, which never works considering the cameras are offline half the time. I have reached out before, but they always just try to upsell me on new equipment. They signed me up for a line of credit for equipment, saying it wouldn't impact my credit report. Well it did, and they charged the full amount to it even though the equipment we have isn't worth anywhere near $4,000! We have seen from hundreds of others how unprofessional this company is so we decided to deal with it for the time being. Fast forward to April of this year, we moved to a new address, and after the technician installed the cameras from our old house he had me sign the paperwork which was just supposed to be for the installation. What he neglected to tell me was that I signed another 3 year contract with these people which I had no intention of doing!! I finally was able to download the paperwork yesterday, since the app works when it wants too and realized this. I was just going to keep sucking it up and making my payments until I discovered this. This company if full of fraudulence, pushy salesman, and shady business practices. I don't want a refund or compensation, I simply just want out of my contract with this company and the *** that was falsely presented to me.
Business Response
Date: 08/27/2024
August 27, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 22161233
Complainant: ***********************;
Vivint Account #: ********
Date of Agreement: May 3, 2022
Date of Addendum: April 25, 2024

To Whom It May Concern:

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

In his complaint, ************** explains that he was not told of a 5-year contract when he first signed up with Vivint in 2021. He further explains that he moved his equipment and assumed that he was signing the paperwork of installation, but it turned out he was signing a 3-year contract. He further explains that he was signed up for a line of credit for his equipment that impacted his credit report, and his equipment is not worth $4,000. ************** desires a refund, cancellation of his contract and LOC forgiveness.

A legal representative from Vivint has attempted to contact ************** via email and phone to resolve his concerns.

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 $44.99, and total equipment fee of $3,800.93 that was financed through Citizens, plus applicable taxes, during that term.

Vivints record shows that ************** moved his equipment to a new home on April 25, 2024, and signed a 36-month contract in continuation of his 5-year contract from 2022.

************** may contact ********************************** / ************) directly with 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 Legal
Initial Complaint
Date:08/18/2024
Type:Service or Repair Issues
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.
Hi,I have a service contract with Vivint. My doorbell camera has been down since the beginning of this month. I called the first time and second time to have the doorbell looked at and worked with with the agent to troubleshot the issue. The issue was not resolved and it was determined that a tech needs to come over. No one shows up, so we call again and request another appointment, we were promised another tech to come out. Again, no call/no show. Its getting frustrating as the doorbell is not working and there are issues with the panel power. This is ridiculous.
Business Response
Date: 08/26/2024
Tell us why here...
8/26/2024

Better Business Bureau of ****
*************
**************************

RE:    Consumer Complaint Case #: 22161158
           Complainant: Shady Deeb
           Vivint Account #: *******
           Date of Agreement: 10/15/2020

To Whom It May Concern:

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

In his complaint, ************ explains his doorbell camera is not functioning properly. ************ requests an appointment with a technician and a refund.

Vivints records show an appointment has been scheduled on August 29, 2024 from 8-10 am. Additionally, Vivint has added a 1-month credit to ************** account to assist with the inconvenience.

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
Initial Complaint
Date:08/18/2024
Type:Service or Repair Issues
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 became a customer of **********************. They installed equipment in my home and life went on. Over time the equipment stopped working and i realized i had no service. It seemed to coincide with paying off the equipment. Vivint continues to bill me. I want to terminate with Vivint so i call the number they list for terminating relationship. They verify that it is me by asking questions that only i would know. I tell them i want to terminate with them but they tell me I cannot unless i have the secret pin number that should have been given to me years ago when the equipment was installed. I tell them I have no such pin number, no pin number was ever given. I ask what can i do? They have already verified it is me, how can i terminate? They tell me that they cannot give me the number over the phone, nor can they send it to my email. They say they will mail it to my house via postal service and once I have that number i can call back and terminate. No number ever comes. This has been going on for 7 months. I have no service. The equipment does not work. I get billed every month and cannot terminate because i don't have the magical pin that only they have and won't give me.
Business Response
Date: 08/26/2024
August 26, 2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE: Consumer Complaint Case #: 22160961
Complainant: **************************;
Vivint Account #: *******
Date of Agreement: June 13, 2021

To Whom It May Concern:

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

In his complaint, **************** explains that his system stopped working and he realized that he had no service after he paid off his equipment. He further explains that Vivint continued to bill him. **************** desires cancellation of his services and no further contact or billing.

A legal representative from Vivint has attempted to contact **************** via email and phone to resolve his concerns.

At this time, Vivint has waived ****************** past due balance of $175.56 and agrees to cancel his account without penalty. **************** may contact ********************************** / ************) directly with 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 Legal

Customer Answer
Date: 08/26/2024

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
Date:08/18/2024
Type:Billing Issues
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.
08/18/2024 ***************************************** **************************************** RE: Deceitful and Misrepresentative Sales Tactics Recently, I noticed a collection account in my credit file. I contacted the collection agency to inquire about the nature of the collection, I learned it was from Vivint. I canceled my Account with Vivant in 2018 after complaining to their **************** numerous times about the total misrepresentation of their organization by the representative who came to my home.I contacted Vivint Corporate customer service representatives on numerous occasions after discovering the terms of the installment plan to complain about the misrepresentation and deception of their door-to-door representative and. the forceful nature of his presentation.I had entered a trial agreement with a Home Security competitor before encountering your Door-to-door representative. The Vivant representative explained the system and its benefits over the competition especially over the competitors. The difference is, that I could purchase Vivant equipment versus renting.The representative assured me through Vivant, that I could purchase the equipment in two years utilizing their installment plan to which I agreed. However. I made it extremely clear to the representative, that I did not want their monitoring service because I could obtain a local service at a cheaper rate that provided the same service.After making several installments on the plan. and unbeknownst to me, I discovered the representative had signed me up on a five-year plan instead of the two I agreed to. Furthermore, the equipment installed was not of the quality described.After numerous complaints; I made it clear. I did not want to do business with a deceitful organization like Vivint and immediately canceled all services because my complaints were ignored.I want this collection account removed from my credit file immediately!
Business Response
Date: 08/26/2024
8/26/2024

Better Business Bureau of ****
3703 W 6200 S
**************************

RE:    Consumer Complaint Case #: 22160755
           Complainant: *******************
           Vivint Account #: *******
           Date of Agreement: 8/4/2018

To Whom It May Concern:

I 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 close the account with collections. **************** has no further obligation to Vivint. He 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 Answer
Date: 08/26/2024

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
Date:08/18/2024
Type:Service or Repair Issues
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.
Initial Date of Installation: May 2022 First Complaint: June 2022 1. During the sales call, I was promised and clarified several times that the cameras work using cellular service. I signed my contract based on that promise. 2. Installer confirmed that cameras run on cellular service. 3. June 2022: Cameras go down and service center confirms that no, the cameras do not work using cellular service. This is a promissory estoppel situation: Promisor made a promise significant enough to cause the promisee to act on it.Promisee relied upon the promise.******** suffered a significant detriment.Relief can only come in the form of the promisor fulfilling the promise.I am a victim of domestic violence. My abuser had broken into my home attempting to kidnap my child. He then came to my home twice following the attempt. I purchased the Vivint security system for safety and legal purposes. I signed my contract after an explicit conversation regarding the qualifications I needed in a security system. I was promised that the cameras wouldn't go down if my abuser cut the power as the cameras run on cellular service. I signed based on that promise. My cameras and system have gone down repeatedly which has put my safety and ability to prove my abuser is near or at my home at risk. I want my contract canceled with the loan canceled.
Business Response
Date: 08/26/2024
August 26, 2024

Better Business Bureau of ****
3703 W 6200 S
*******************************;

RE:   Consumer Complaint Case #: 22160096
         Complainant: *************************
          Vivint Account #: *******
          Date of Agreement: May 7, 2022

To Whom It May Concern:

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

In her complaint, **************** states that promises were made at the time of purchase including the fact that the cameras work on cellular connection and that they would work if the power line was cut to the cameras. *************** desires the monitoring service agreement and equipment line of credit to be cancelled without penalty.

Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on May 7, 2024. On May 13, 2022, **************** called regarding her panel and cameras being offline. Troubleshooting was completed and a Smart Home Professional was scheduled. On October 29, 2022, **************** called due to her camera being offline, troubleshooting was completed, and a Smart Home Professional was scheduled. On July 28, 2023, **************** called due to a camera not recording, troubleshooting was completed, and the issue was resolved. On August 7, 2023, **************** called due to her porch camera not recording. **************** was not at home at the time and was requested to call back when she was home. On August 8, 2024, an email was received from *************** requesting to cancel saying she did not receive what was promised. On August 10, 2024, a Vivint representative responded to **************** email. On August *******, Ms. ***** responded requesting to have the account reviewed before reaching out to her. On August 19, 2024, a Vivint Smart Home Professional was on-site to reconnect everything, tested everything, and ensured the camera connections were good.

A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** has provided the following options: 1) to cancel with forgiveness the remainder of the monitoring service agreement, however, **************** will remain responsible for the equipment line of credit with Citizens, {or} 2) lower the monthly monitoring service agreement $15 for the remainder of the Agreement.

To resolve this matter, Vivint agrees to the offers 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

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