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
- 8,353 total complaints in the last 3 years.
- 2,972 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:06/26/2024
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.
Where do I start? Thor came into our home and spoke to us about a security system available called Vivant. We decided to do his seven-day trial because we had thought about getting cameras before. Little did we know Thor would turn out to be a complete liar. Thor said the system would work with Alexa, but it does not. Thor said we had a 7-day free trial, but we did not. Thor said that he would come by after our installation, but he did not. Thora said it would not affect my credit, but it did. He said that the system ran on cellular, and we had to pay for the service; however, they required our Wi-Fi information to set up the system. We felt like we were given completely bogus information. Just to mention a few other issues the garage system was never fully set up, the batteries are all already dying, the app stopped recording when it detected someone, there is a major delay and they had to put holes everywhere. We realized that this system was not the right system for us, we reached out to Thor. This is where we began to grow even more upset. Thor tried to offer us a discount for the first year, but we declined. We expressed our concerns and let him know that we wanted to end our trial. Thor went radio silent. After being ignored by Thor we reached out to Vivant, at this time we were informed that we only had a 5-day trial period. This meant that we could no longer cancel since it was day 6 and we were locked in for the next 5 years. I am sure you can see how disappointed we were. We were 100% bamboozled, swindled and deceived. We are new homeowners and have never experienced soliciting. Come to find out, they bus groups of individuals from Florida to knock on doors. We feel violated, and trapped and will seek legal advice as well as our money back and the equipment out of home.
Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: ********
Date of Agreement: May 16, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** states that she was told she had a seven (7)-day trial. She stated she was told the system would work with Alexa. Which she states were both not true. Ms. ****** states there are several other issues with the system. She states she requested cancellation from Vivint and was informed she only had five (5) days to cancel the service. Ms. ****** desires a refund, cancellation, correction to a credit report, and removal of the system.
Vivint’s records indicate that Ms. ****** signed a Purchase and Service Agreement (“Agreement”) on May 16, 2024. On May 22, 2024, Ms. ****** requested the cancellation of her Vivint Agreement, stating she does not need the system. On May 23, 2024, Ms. ****** claimed she was told that she had a seven (7) day trial period. On May 24, 2024, Vivint received a Notice of Cancellation from Ms. ******.
A Vivint representative has attempted to contact Ms. ****** via email in efforts to resolve this matter. Vivint offers the full cancellation of the account associated with Ms. ******. This will include removal of the Vivint equipment, a full refund of any payments made directly to Vivint and full closure of the line of credit. Ms. ****** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/02/2024
Complaint: ********
While I have received a response on 7/1 and a call from Vivint I want to clarify a little further on my part as some of the information is not correct in their response.On May 21, I reached out to my sales rep, Thor, to cancel and was offered additional discounts to stay and declined. The sales rep ghosted me shortly after asking for help to cancel. All communication was through text message. In my first message I said, “We wanted to reach out about our system and the cancellation date. We have been using the system and have found there to be delays and downloading footage takes quite some time. In other words the system does not seem to fit what we are looking for”. I also mentioned other issues we had in a later messages in regards to Alexa and such. All messages between myself and the sales rep were not even considered by Vivint when I called in after being ghosted by the rep.
I think that Vivint needs to take some responsibility for their sales rep and not place the blame on the customer.
I have accepted the offer from Vivint as of today and I am awaiting confirmation of when they will remove the system and resolve the other agreed upon resolutions.
Business Response
Date: 07/09/2024
July 9, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: ********
Date of Agreement: May 16, 2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to the full cancellation of the account of Ms. ******. This will include removal of the Vivint equipment, a full refund of any payments made directly to Vivint as well as full closure of the Fortiva equipment line of credit. Ms. ****** may contact Vivint’s representative directly if she has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/10/2024
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:06/26/2024
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 June 11, 2024 I spoke with Vivint salesman Azam Huad. I agreed to "try" the Vivint Smart Home system. By 11:00 pm the same day, a technician named ***** completed the installation.The next morning, June 12, after serious consideration, I decided the system wasn't right for us. Later, on June 12, **** returned to check the installation. I told him I didn't want the system. He tried to reason with me but I said no. When he left, I called customer service and spoke with ***** telling him I was cancelling my order. He recorded my verbal cancelation and said I would receive a notice for when the system would be "pulled".I canceled the system well within the three days Right of Recision by Ohio law. June 13th, my tech, came by to drop off a couple light bulbs. He was surprised when I told him I had canceled the system. He said when this happens, they usually send the same tech out to remove the equipment. Thus, leading me to believe that the company had a system in place for such matters. Mon., June 17th, I had heard nothing so I called and spoke to ***** who said to give it a couple more days. A week later, Mon., June 24, I spoke to ***** in the customer loyalty department. He sent me an e-form which I promptly filled and returned saying I had canceled my order on June 12. ***** said the installation ***** would be in touch to set a date to pull the system and have me the service order number ********. By Wednesday, June 26, I had heard nothing. So I called customer service and spoke to ****** who said he would email me a form to schedule removal. I got nothing!!! At that point, on Wed. June 26, I contacted Fortiva Retail Credit and locked the account that had been opened in my name. A bank representative explained that once Vivint had my paperwork they would notify Fortiva saying I was not a customer. Same day, Wed. June 26, I filed a complaint with both the BBB of **** and ****.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21908172
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: June 11, 2024
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to the full cancellation of the account of ******************. This will include removal of the Vivint equipment, a full refund of any payments made directly to Vivint as well as full closure of the equipment line of credit. ****************** 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:06/26/2024
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.
My name is ********************************* and my wife's name is *****************************. My wife and I are a military family stationed in ********** and we decided to go with Vivint smart home for our service. We set everything up and was supposed to have installation from 8-12 on Saturday 22 June. The technician did not show up until 630pm. He installed our equipment but it took 5 hours and he called someone over to help. We were charged an installation fee of ****** which was supposed to be waived as per the original sales rep. I also had two other charges which were later verified to be charges for equipment that wasn't covered but that wasn't discussed. On Wednesday 26 June I got a phone call from the technician who serviced my house asking if he left his ladder. I told him I don't think so but I would check when I got home. Soon after there was a knock at my door with some lady asking for a ladder. My wife spoke with her through the camera and the lady said her granddaughter works for Vivint and she left the ladder at our house. We did not have a female technician and the lady who came by did not work for Vivint. We called Vivint to complain and they offered us 175 dollars credit and said they would file something about the incident. We are uneasy about this situation as this shows clear a clear compromis of personal security measures by a Vivint employee giving out a personal address to someone who doesn't work at Vivint. My wife and I are very disturbed by this as we have 2 young daughters who are here all the time and we both work during the day. Our safety is our biggest concern. This situation was not resolved by Vivint to any satisfaction as we kept getting pushed to another person who kept just trying to offer something to keep us as customer. We are cancelling the service but we would like to get a resolution and get some peace of mind knowing that there are 0 issues with employees giving out customers info. Th is needs to be resolvedBusiness Response
Date: 07/02/2024
7/2/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21907793
Complainant: *********************************
Vivint Account #: ********
Date of Agreement: 6/22/2024
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint has waived the balance on Ms. ******** account. Ms. ******** account balance is zero. ****************** 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:06/26/2024
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 went to my elderly aunt and pushed her into signing a contract without her complete understanding. They destroyed her home installing their system, then charged her a monthly fee. After it was agreed on, then they disclosed she would have to get a loan for the product as well. Now these people are in my daughter's neighborhood. They have pressured her and her husband three times. They told her they would only charge $200 to install. They kept pressuring them. Finally they offered to install for $50. They did not disclose the cost of the equipment or the monthly fee. I told her if they come back to tell them the police are being called. These people need to be stopped from preying on our young families and the elderly.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21858652
Complainant: *****************************
Vivint Account #: ************
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** and a resolution has been agreed upon. At this time, Vivint offered to place Ms. ********* information on their Do Not Call/Contact/Knock/Solicitlist, however, ******************** said it was not necessary. ******************** just wanted Vivint to know the practice of their sales representatives. ******************** 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:06/26/2024
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.
My 80 year old parents unfortunately allowed a door to door salesman into their home to discuss a home security system. They were able to talk my parents into signing a 13 page agreement that they did not have a chance to read or see in its entirety. The salesman said he'd return that day with pamphlets at my mom's request.He said he would return and did not.He had an installer at their house within ***** minutes & after 3 hours of installation my mom said she wanted it out.She had time to let it all sink in and realized it didn't seem right what was happening. The installer asked if he could please keep the equipment in that day because he wouldn't get paid if he removed it the same day. He promised my mom he would call her 3 days later & would come back to the house to help her cancel. He also did not return nor did he call. They never left my parents any pamphlets, didn't even turn the equipment on & did not even show them how to use it. I called this week & after ***** minutes of a customer service rep trying to talk me into more deals even though we repeatedly said no she finally connected me to a supervisor. The supervisor told me she would take care of ******** would change me to the primary contact moving forward since my mom gave permission. We filled out the cancellation **************** the email that day as we were advised. Today someone contacted my mom via text to try to make her yet another deal before finally scheduling a time to remove the hardware. I was told no one would contact her as I was the new primary ************** did. I have requested for a specific time for the equipment to be removed so I do not have to take 4 hours off of work for something that should have never happened, especially not trusting someone will even come since two other people didn't show up when they were supposed to. However, they can only give me a 4 hour window. They knew what they were doing when they targeted my 80 year old parents. They were very dishonest too.Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21906172
Complainant: ************************;
Vivint Account #: ********
Date of Agreement: June 18, 2024
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
A legal representative from Vivint has attempted to contact Ms. ****** via email and phone to resolve her concerns. Vivints record indicates that Ms. **** ****** Beaupres system was uninstalled on June 28, 2024. Following that, on July 2, 2024, her account and Citizens line of credit was closed with a full refund.
For any additional questions or concerns regarding this matter, Ms. ****** and ****************** are 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:06/26/2024
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.
I sold my business on May 28 The business had Vivint security system The new owner called and set up the account in his name with my equipment.This should have been a transfer but Vivint set it up as a new account.I called on June 5th to cancel but was told I could not since I owed on the cameras. The rep told me the account would be put on hold and not billed for 60 days while I took care of the debt on equipment. I had to pay off cameras (*****) prior to being able to cancel service. I called and paid off cameras.On June 17th I called to cancel showing the cameras had been paid off.Vivint said it would take 30 days to cancel the account I have continued to be billed during this process and had to pay $99 today and the account is still not closed.Business Response
Date: 07/03/2024
June 2, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21904821
Complainant: *********************
Vivint Account #: *******
Date of Agreement: 7/23/24
To Whom It May *********************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel ************** Agreement 24 months early, waive the $530 early termination fee and provide a prorated refund from 7/5/24 through 7/22/24. ************** has no further obligation to Vivint and may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/03/2024
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:06/26/2024
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 sales representative came to my door and contracted the security system and service. However, from all the equipment agreed upon only the panel was installed and they initiated the right of recession period or trial period as they deem it. When I called to cancel the service due to unsatisfactory service they advised the right of recession period had passed and I would be monetarily responsible for the payment of the equipment and rest of the agreement. However they did not meet their end of the agreement and making liable for their equipment and services that I didnt receive.Business Response
Date: 07/02/2024
June 2, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21904382
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 6/20/24
To Whom It May *********************** have reviewed the information provided by ******************************* and appreciate the opportunity to respond.
A Vivint representative has reached out to ********************, and a resolution has been agreed upon. At this time, Vivint has agreed to cancel Mr. ********* Agreement and loan once the equipment is removed from his home. ******************** may contact Vivints representative directly if hr 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:06/26/2024
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.
This is literally one of the worst companies I've ever worked with. So unethical. Super deceiving. The list could go on. When I had my system originally installed, it worked for a small while, then completely stopped working. Except, of course, the main box which beeped CONSTANTLY telling me nothing had power. I called, and it took many tries to even get someone on the phone who told me I had to try to fix it myself. After literal MONTHS of fighting them, I finally got someone out who told me they hadn't hooked the battery up to my house, so once the original battery died, everything else did too. He claimed it was all fixed now, but the system never worked again. Literally just didn't work. No alarms would go of. The sensors wouldn't read. Nothing. I spoke to them again and said I was done, and they said they would pass it along. After that, my bank account changed, and I called them to let them know I was unhappy with the service, so I wasn't going to be paying for it anymore, but I would pay for the equipment until they got someone out to take it away. They passed me on to another company to do that, and I thought we were good. Now, I am listing my house to be sold and called to tell them no one has removed the equipment and I need to know what's going on. The person was awful. I could hardly hear them due to the loud noise in their background, and they had a thick accent. They gave me the run around before finally telling me I had to settle my account before they would take it out. That "settlement" was over $600 to even get someone to come over, not to mention their other hidden fees!!! And yes, they do tell you you can cancel any time, only to figure out you're stuck in a long contract!! They actually told me they refuse to take out anything unless I pay them for a system that DIDN'T EVEN WORK AND I COMPLAINED ABOUT NUMEROUS TIMES!!! FURTHERMORE, they claimed they had never been told specifically that I wanted to cancel in their made up time limit, so too bad!Business Response
Date: 07/02/2024
July 2, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21903163
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: July 25, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account of ****************** from collections and waive the associated fees. The account will remain closed. ****************** 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:06/26/2024
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.
[[H363137**3238313831H transcription via mail; see attachment for complete complaint details]]I became unhappy with company cause I started having problems with system- cameras were offline a lot, door bell wouldn&#**;t work at times and camera not working. Couldn&#**;t H35**33353230353036H my home when I was going somewhere and especially on vacation. I complained many times no one ever came to my house to check things out. I just got aggravated and tired of the hassle.Business Response
Date: 07/02/2024
7/2/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21904027
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 4/7/2020
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to cancel Ms. ****** account and waive her overdue balance. ************** 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 LegalInitial Complaint
Date:06/25/2024
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.
When moving into my new house, I was lead to believe that Vivint would be the best option for a smart home and home security. Upon moving in, I noticed that a security system was already in place. On 6/6/2024 Vivint showed up to my house for an install, and when I asked if they could hook up to the existing system, I was told no. They had me sign a form to approve the install, and shortly after signing I had reservations and told them I was no longer interested in their services. I sent them away on 6/6/2024 with nothing installed and all future services declined. Fast forward to 6/25/2024 and I receive a letter from Fortiva Retail Credit letting me know that I had been financed for a retail credit card through Vivint. When I declined the services and installation on 6/6/2024, Vivint continued to move forward with the credit account, fraudulently. Vivint has reached out to me on 6/11/2024 and again on 6/22/2024 asking if I wanted their services after I had already declined. My answer has, and always will be, no. I believe that they moved forward with opening the credit account on 6/6/2024 in hopes that I would change my mind and use their services in the future once I had the card in hand. My credit report has taken a hit as a result of this account being opened, and immediately closed, due to negligence on Vivint's behalf. This account SHOULD NOT have been opened for the retail credit card by Vivint on my behalf after I declined any services and installation.Business Response
Date: 07/01/2024
July 1, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21899509
Complainant: ***************************;
Vivint Account #: ********
Date of Agreement: NA
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that at the time of installation he cancelled the installation and service. He states he later received a letter from ******* letting him know he was financed for a retail credit card through Vivint. ************** desires corrections to a credit report.
Vivints records indicate that ************** stopped the installation before it began. Vivints records show that there was not a charge made to the Fortiva line of credit.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has explained via email that there have been no charges made to the line of credit and to have the line of credit closed ************** will need to contact ******* to have the line of credit closed. ************** 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
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