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 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:08/13/2024
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.
************************* a Vivint Salesman came by my house and sold me a Vivint Home security system. After he left the installation technician showed up and I decided not to go through with installation. ***** came back and offered a 30 day trial period instead of the original 3 and a cheaper monthly note. I tried cancelling a week later on August 12, 2024 and Vivint claims ************************* never offered me a 30 day trial period. I am essentially stuck paying $3000 for a bunch of equipment I do not even like or want. I feel like I was completely scammed and taken advantage of.
Business Response
Date: 08/20/2024
August 20, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22135023
Complainant: ********************************;
Vivint Account #: ********
Date of Agreement: August 5, 2024
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. At this time, Vivint agrees to cancel Mr. *********** account and equipment line credit if the equipment is returned. An appointment is now being scheduled to remove Vivints equipment from Mr. *********** home.
For any additional questions or concerns regarding this matter, ************************ is encouraged to reach out directly to ********************************** / ************).
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: 08/27/2024
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:08/13/2024
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.
in Feb 2021, we sold our house, I called and canceled my Vivint serving, and I called again cause payments were still being taken out. I called and they informed me that I had to email vs call to cancel service, I emailed in June 2021 requesting a cancellation. From 2021 to 2022 I received a call from them stating that I owed a balance. At one point I paid over $400 to be done with Vivint. After almost a year of going back and forth, two employees emailed me stating that I did not owe a balance. Fast forward to 8/5/2024, I received a call from a collection agency stating that I owed a balance of $800.00 for Vivint. I called Vivint, and the lady informed me that she had seen ALL communication and she was getting a manager/supervisor. The gentleman got on the phone and stated that I would get a call back within 24/48 hours with a response. ********* never heard from someone until i got a text today 8/13/2024 from a collection agency stating that they would like to speak with me over my balance to Vivint. I called Vivint, the second rep i talked to would interrupt me and wouldn't let me finish telling her, she was rude as well telling me I owed it and contradicting what I was told in the past, and as well contradicting herself. I asked to speak with a manager. The manager came on, stating that she had seen the previous communication that I did pay over $400 and that she would have to send this off to be escalated to see if they could come up with a resolution, she said it could be 24 /48 hours. I took her name and her employee number as I had heard that I would be called back before and never was. I just want this over with, and Vivint to honor their word, and that the collection agency is told. Worst company to do business with.Business Response
Date: 08/19/2024
August 19, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22134683
Complainant: *****************************;
Vivint Account #: *******
Date of Agreement: May 30, 2018
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that she sold her home in February of 2021 and cancelled the service. She states Vivint continued to ****** her. She states at one point she paid over $400.00 and was told that she owed nothing further. ****************** states in August of 2024 she received a call from a collection agency stating she owes $800.00. ****************** desires a billing adjustment.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) May 30, 2018. On February 12, 2021, Vivint records show ****************** requested cancellation of her Agreement due to moving. On June 3, 2021, notified Vivint that her account was supposed to be on hold for four (4) months. On September 28, 2022, the account was written off for non-payment.
A Vivint representative has attempted to contact ****************** via email in efforts to resolve this matter. Vivint has removed the account of ****************** from collections and waived the associated fees. ****************** 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:08/13/2024
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.
A Door to door sales person from Vivint showed up at my home on 08/03/2024. He sold me a security system that I wanted. He told me that I was approved for up to $4000.00 in equipment. I opted not to get all the equipment in the package and only ordered less than half of what was in the $4000.00 package. He explained the monitoring fee would be around ***** per month and the equipment would be financed and be around $62.00 monthly. I agreed to this. While he was still at the house a tech from Vivint showed up and said he could not do same day installation because he did not have the equipment I ordered. He did have the "panel" and installed that saying he would be back in the next week to install the alarms. A week later on 08/09/2024 he did complete the install and all was fine until I received an invoice for $4000.00 on 08/10/2024. I called to get resolved and no one could help because it was on a Saturday. I decided to cancel and was told I was not eligible to cancel because my "trial period" started the day the panel was installed. Even though the panel is useless without the alarms. Now I am told I owe $4000.00 for maybe $1000.00 worth of equipment and unable to cancel without paying full price and early termination fee. I tried getting someone to continue the service but allow me to only pay for items I received and were installed. Apparently, you are billed the full amount of what you are approved for regardless of how little you actually install. No one is able to help or wants to resolve the issue. They have a signed contract and that is all they care about. I would like to have the service continued and have an equipment bill for only the items I purchased.Business Response
Date: 08/19/2024
August 19, 2023
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 22133579
Complainant: *************************
Vivint Account #: ********
Date of Agreement: 8/3/24
To Whom It May Concern:
I have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ************** states that she agreed to pay around 60 a month for monitoring and about 62 for equipment. She later got the invoice for the equipment. You want to pay for only the equipment that was purchased.
Vivints records indicate that ************** signed a Purchase and Services Agreement (Agreement) on 8/3/24 with an initial term of sixty (60) months. Vivints records indicate that on 8/15/24, ************** Vivint received pay off confirmation from Fortiva. She also made a payment for the remainder of the equipment and received a free month of monitoring and a $10 credit for the next 15 months.
A representative from Vivint has reached out to ************** in an effort to resolve this matter. Vivint agrees to apply an additional 2 months of monitoring and make sure all issues have been resolved. ************** 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:08/12/2024
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 smart home security system was in our neighborhood knocking on doors representative after talking us into getting this system month later we found out that they opened up a line of credit in my name to purchase this equipment I was not aware of this we was never told this that a line of credit had to be open I just retired I'm not looking to take on any other bills I hope these Representatives read these remarks someone please get in touch with me so I can cancel this it's only been 30 days we already had an alarm system God seems so trustworthy but he was just a liar he was not upfront about the detail things about what I was signing vivint wants $900 hundred too cancel and $2,900 from ************* for the equipment line of credit they scammed us good..need helpBusiness Response
Date: 08/21/2024
August 21, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 22132792
Complainant: *****************************
Vivint Account #: ********
Date of Agreement: June 24, 2024
To Whom It May Concern:
I have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that when he started the service, he was not made aware of the equipment line of credit that was opened under his name. ****************** desires the monitoring service agreement to be cancelled without penalty.
Vivints records indicate that ****************** signed a Purchase and Services Agreement (Agreement) on June 24, 2024. On August 12, 2024, ***************** called Vivint saying he was not aware of a separate payment to Citizens Pay for the equipment line of credit. Vivints representative explained that he participated in a Pre-installation survey in which the equipment line of credit was explained and agreed to. ****************** states that he could not afford payments,requested to return the equipment, and have the monitoring service cancelled.On August s16, 2024, ****************** called again regarding this matter and requested to have the Agreement cancelled.
A Vivint representative has attempted to reach ****************** to assist with this matter via email. After reviewing the account, ********************** agrees to schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the Agreement, a full refund of the equipment line of credit, and to refund all payments made directly to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. ****************** may contact Vivints representative with any questions or concerns he 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 LegalInitial Complaint
Date:08/12/2024
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 got Vivint equipment and services initially back in 2019 to help secure my home and property. My service was fine until last March 2023 when I had to move my equipment to a new house. ******* kept appearing on my account that I did not incur and they would not take them off. Now, as of August 9, 2024, another set of charges has appeared on my account to the amount of $1768.68. They told me by phone that I got new equipment but I haven't. I am on the phone with them again asking for them to take these false charges off of my account and discontinue my service with them but they have refused. I can't afford an attorney. I'm a single mother and a school teacher for kids with special needs.Business Response
Date: 08/20/2024
August 20, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22131340
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: June 1, 2023
To Whom It May Concern:
I have reviewed the information provided by ********************************* and appreciate the opportunity to respond.
In her complaint, **************** explains that her system was installed back in 2019, but she had to move in March 2023. She further explains that she is now seeing new charges on her account and has been told it would be taken off, but she got another new charge of $1,768.68. **************** desires a refund and cancellation of her services.
A legal representative from Vivint has attempted to contact **************** via email and phone to resolve her concerns. Vivint has also waived her past due balance of $239.96.
Vivints records show that following ****************** move, she signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of forty-two (42) months. This shows a monthly services fee of $45.66, and total equipment and move fee of $1,046.1, plus applicable taxes, during that term. Vivints record further shows that on March 9, 2024, **************** upgraded her equipment for a total of $1,569.63 that was financed through Fortiva line of credit.
Vivint agrees to the above resolution. **************** may contact ********************************** / ************) 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 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:08/12/2024
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.
We have been experiencing equipment and service failure. Recently we called Vivint customer service to report the camera malfunctioned all night long sending continuous intermittent alert notifications of a person detected or person lingering every few minutes and we have to check the camera (front and back). Please note: This is a reoccurring problem with this service and equipment. Vivint customer service initially sent out a code to test the system and said it seemed okay but that they would reset the cameras. She offered to reset the cameras and to call us back in 24 hours to see if the camera malfunction ensued. We informed customer service the next day that the camera was still malfunctioning. she asked us if we could locate the wires connected to the front driveway camera. We responded they are located over the garage doors and because we are seniors there poses a safety risk. We as seniors could not access the wires.She informed us that a technician could come out for $99.00. We spoke to a manager. and the manager reiterated the same as if scripted. We felt we were not getting a resolve to our potentially life-threatening equipment and service malfunctioning. We then sent a email to corporate. We returned their call but have not spoken to them as of yet. Other issues pursued where the alarm was set off accidentally and the ring camera did not capture the person who entered the home also the screen on the control pad inside the home is not responding (has a black dark screen).. Our issues with this service/nonservice persist: paying for equipment and service that malfunctions on a consistent basis they encourage the customer to trouble shoot There is no accountability from the company for the faulty malfunctioning equipment and service We feel unsafe as Vivint refuses to maintain their equipment or service.Business Response
Date: 08/19/2024
August 19, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22130521
Complainant: June ********************* Vivint Account #: *******
Date of Agreement: September 6, 2022
To Whom It May Concern:
I have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she has had several issues with the cameras and control panel. She states she has attempted to contact Vivint several times to resolve the matter and has received no resolution. ************** desires replacement of equipment and a billing adjustment.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on September 6, 2022. On July 30, 2024, ************** notified Vivint that the driveway camera was detecting false motion. Vivints records show that troubleshooting resolved the issue. On July 31, 2024, ************** requested a technician due to continuous issues with the driveway camera. On August 8, 2024, ************** notified Vivint that her panel was not responding. Vivints records show the issues were resolved with troubleshooting. On August 13, 2024, ************** worked with an executive team within Vivint regarding equipment issues. Vivints records show that a technician was scheduled for August 16, 2024. Vivint records show that the technician resolved the system issues on August 18, 2024.
A Vivint representative has contacted ************** in efforts to resolve this matter. ************** has confirmed that the issue is resolved. ************** has requested monetary compensation as a result of this matter. Vivint has offered three (3) months of Vivint monitoring service to compensate for this matter. Vivint has not received a response in relation to this offer. ************** 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 LegalCustomer Answer
Date: 08/21/2024
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,
June GreenInitial Complaint
Date:08/12/2024
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.
Vivint Home Security is charging me for a service I do not have with them. I first got set up with them in October 2022 and the Sales Person literally told me that I would not have to sign a contract since I paid for all the equipment up front. I asked him this question about 2 or 3 times and he said No, I would not have to sign a contract for monitoring services. I do not know how they set up a signed agreement with for me 42 months. I am not sure if it was so embedded in my head that the service contract was month-to-month that I didn't see how they tried to lure me into a 42 month contract. There was no way I would do a *************************************************** the leased house (*********************************************************************************************) for more than 2 years. I called and updated them before my move date that I would be moving on 07/16/24 and would no longer need this service. They informed me that I could not cancel because I was in a 42 month contract with them. I was then told that a supervisor would review the recording I had with the representative/sales person and contact me. This never happened. I called back again and spoke with a supervisor and she changed it to say that I wanted to hear the recording and I would need a lawyer to do this. All I wanted is for someone with business integrity to listen to the recording to hear the call. The sales person I spoke with initially absolutely told me there would be no contract only on a month-to-month basis for the monitoring service. From my online reading, this is common with VIVINT. Sales people falsely communicate to customers telling them there is no contract since they paid for the products totally up front. Any assistance you can give me in having the business have a staff member or leader of the organization with integrity review the Oct 2022 recording to try and reach an amicable and reasonable settlement is sincerely appreciated.Business Response
Date: 08/19/2024
August 19, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22130369
Complainant: ************************************
Vivint Account #: *******
Date of Agreement: October 7, 2022
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 monitoring service effective July 16, 2024, and to refund all payments made directly to Vivint from that date forward. ******************** has no further obligation to Vivint. ******************** may contact Vivints representative directly if 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 LegalCustomer Answer
Date: 08/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
************************************Initial Complaint
Date:08/12/2024
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.
Purchased a vivant smart home security system about three years ago. The glass break sensor is dying and its too close to the cowling to change the battery. It was installed wrong. Now theyre trying to charge me $99 to fix something that was never installed in a way where the batteries could be changedBusiness Response
Date: 08/19/2024
August 19, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22129357
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: June 21, 2021
To Whom It May Concern:
I have reviewed the information provided by Mr. ************************* and appreciate the opportunity to respond.
In his complaint, ************** explains that his glass break sensor is dying and was installed incorrectly, He further explains that he is now being told to pay $99 to fix it.
A legal representative from Vivint has attempted to contact ************** via email and phone in an effort to address and resolve the current issue. At this time, Vivint agrees to send a technician to Mr. ****** home at no cost to resolve his equipment concerns. For any additional questions or concerns regarding this matter, ************** is encouraged to reach out directly to ********************************** / ************).
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:08/12/2024
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 signed up for Vivint back in May! When I signed up I was told I would get 6 months free after paying my first month upfront.Since then I was charged a payment in July and August. Which means i technically only got my free.Im sure yall have calls that can be reviewed.I called and spoke to someone in customer service twice. The first time my call was never returned. The second time the lady reassured me that I would receive a refund for the July payment and nothing else would be draft from my account. She said that she was adjusting the account once again so Ill receive 6 months free.I woke up this morning to another $88 charge that actually overdraft my account.Im beyond livid because this charge resulted in my electric bill payment being returned .Business Response
Date: 08/19/2024
August 19, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22127537
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: April 9, 2024
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 clear the balance on the account of $107.66, provide a refund of $99.42, and to provide 4 months of free monitoring service. ****************** can expect her refund to go back to the checking account ending in 6711 and to arrive within the next 15 business. ****************** 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:08/11/2024
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 July 25th a Vivnt door to door sales man knocked on my door and proceeded to tell my wife and I about a home security system. We were interested because most of the neighbors had the same system.Throughout the whole conversation my wife and I kept asking what the price of the system would be. All the salesman kept saying was that he would get out monthly price under 130. He mapped out the house and the equipment that would be needed and proceeded to crunch numbers.Not once were we are told a final price or prices a la carte for the equipment. But he did have us download apps and use a tablet to fill in information.He then told us that the install tech could come out that evening and do the install which was great. She didn't finish so she returned in the morning finishing the job and explaining everything to us. Recently we received a letter from ******* about an 4k balance and my credit score dropped tremendously. I just received a credit card in the mail. Vivint did not tell me that they would be opening a credit card account that would already be maxed out on my credit nor that it was 4k. I would like this to be removed from my credit. The system works fine however I didn't sign up so Vivint can have their equipment back also.Business Response
Date: 08/19/2024
August 18, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 22126477
Complainant: **************************;
Vivint Account #: ********
Date of Agreement: July 15, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ***************************** and appreciate the opportunity to respond.
In her complaint, ******************** explains that when she signed up for Vivint, she was not aware of a Fortiva loan of $4,000. ******************** desires a refund.
At this time, Vivint agrees to cancel *********************** and Fortiva loan if the equipment is returned.
Vivints records show that ******************** signed a Purchase and Services Agreement with an initial term of sixty (60) months. This Agreement shows a monthly services fee of $55.47, and total equipment fee of $4,759.31 that was financed through Fortiva, plus applicable taxes during that term.
Vivint agrees to the above resolution. ******************** may contact ********************************** / ************) to return her equipment. Following this, Vivint will refund all payments made, cancel her Agreement and credit the balance owed on equipment loan within 5-7 business days.
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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