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
- 8,361 total complaints in the last 3 years.
- 2,970 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:06/21/2024
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.
To whom it may concern I called Vivint to have my service moved to **. I was told I qualify for the premium move package. I said great she asked about what needs were. I being to explain everything that I need to feel safe at new place of residence. Im thinking my old equipment would be at my new home. She beings tell my equipment is outdated she asked me about the old stuff I had I told her. Then asked me what equipment was I looking for in my new how. I began telling her that I needed door bell camera and outdoor pro camera with motion sensors but I my old equipment was coming with me. The bottom line is Vivint wasnt me to pay approximately ***** for new equipment. She told me at first $60 dollars monthly service. Then I get price for $80 Im like what. She said oh you have pay monthly for the equipment and monitor fees. She could have told me that from the beginning. Ive been with is company for 8 years the only equipment that was ever updated was my panel. I would like to end my contract without because I cant afford to pay two different fees for Vivint.
Business Response
Date: 06/27/2024
6/27/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21881485
Complainant: *************************
Vivint Account #: *******
Date of Agreement: 6/1/2016
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 **************** account without penalty. *************** 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:06/20/2024
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 transferred my service from one address to another address. I was forced to buy new equipment and was given misinformation. I was sold cameras that would not function properly if I didnt purchase a subscription that was not mentioned at the time of the sale. I advised I wanted to return the equipment and was advised I would receive a call from the returns department to set up the technician for the return. About a week later I received an email from Vivint with a return label and no further instructions. I called and was advised they sent a request to have someone reach out. In the mean time my bill came due. I paid it on 6/18/24. Still hadnt received a call from Vivint regarding the technician for the return. I check my checking account on 6/20/24 and saw Vivint had taken another payment out of my account. I called ********************** the representative confirmed I was not enrolled in autopay and she was unsure how or why they charged my account. She advise she would have to enroll me in autopay to reverse the charge and send it back to my bank. Due to the dishonest sales tactics, the impossible return method, and the fraudulent charge of my account I would like a less insulting remedy for this issue than a $50 bill credit spread out over 5 monthsBusiness Response
Date: 06/26/2024
June 26, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21880303
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: January 20, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she moved, was forced to purchase new equipment, and was given misinformation. **************** states that she requested to return the equipment and was advised she would receive a call from Vivints returns department. **************** states that did not receive a call as promised but received a return shipping label. **************** states that she paid her bill on June 18, 2024, then another payment was taken on June 20, 2024. *************** desires a billing adjustment other than what was provided; a $50 bill credit spread out over five months.
Vivints records indicate that ********************* and *************************** signed a Purchase and Services Agreement (Agreement) on January 20, 2021. On April 17, 2024, ********************* called Vivint about moving. ********************* was offered and accepted a classic moves cost of $580, the pull fee waived, a 20% discount for one doorbell camera and two outdoor cameras, along with an indoor camera at a cost of $149. The total equipment cost before taxes is $1568.97 that would be divided over a six-month payment plan. On May 22, 2024, ********************* called about the camera not recording 24/7 as explained; they record on motion. ********************* was offered a $20 covering the camera fees for one month which was accepted. On June 20, 2024, ********************* called Vivint saying she was overcharged, requested to return the equipment, and requested to speak to a supervisor. Vivints supervisor explained she was outside the thirty-day return policy. ********************* stated that a payment of $405 was taken without her approval.
A Vivint representative has attempted to reach **************** to assist with this matter via email. After reviewing the account, ********************** agrees to cover the outstanding balance of $385.71 providing a fresh start and to lower the monthly monitoring service fee $20 for the remainder of the monitoring service agreement by removing four $5 video service fees. In the email sent to **************** it was explained that Vivint would not apply for the credit or lower the monthly service fee until confirmation of acceptance is received.
To resolve this matter, Vivint agrees to the resolution 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: **************, ******************** 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 07/01/2024
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:06/20/2024
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.
Had service installed on 6/12/2024. Called to cancel on 6/17/2024 as salesman stated we had one week to cancel, never received email that I was told I would receive to cancel service. Called again on 6/19/24 customer service acted as if this was a new request and wanted more information to process cancelation. All information emailed to company and stated someone would contact me to come pull equipment to finish cancelation. Never heard from technician. Called again on 6/20/24 and remained on the phone with customer service for over an hour and still can not get equipment removed to cancel service. Maybe this complaint will get something done and get the service canceled so this am not billed for a service that does not work. Each customer service representative has to be told the complaints. No one knows what's going on. Just keep getting the run around. Just want the equipment picked up and the service canceled.Business Response
Date: 06/28/2024
June 27, 2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21879847
Complainant: *********************
Vivint Account #: ********
Date of Agreement: 6/12/24
To Whom It May *********************** have reviewed the information provided by Mr. ********************* 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 cancelled Mr. ****** service and loan and processed a refunded his deposit. Mr. ****** equipment is scheduled to be removed from his home on 6/29/24. ************** 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 LegalInitial Complaint
Date:06/20/2024
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.
My name is ***************************, and I have been a Vivint customer for over five years. In August 2023, I called Vivint customer service to cancel my account. I informed the representative that the equipment had not worked for months and I wanted to cancel my service. The representative tried to sell me new equipment, but I declined. When I tried to cancel my service, I was told that I needed to be transferred to ********* to ensure that I didn't owe them any money before canceling. I explained that I had completed a five-year service contract, but the representative refused. A few months later, I called again and spoke with another representative to request the cancellation of my service. The second representative also referred to a similar policy and refused to disconnect the service. Consequently, I removed the auto payment from the account. After some time, I began receiving collection calls and statements. I contacted Vivint again to request the removal of the fees since I hadn't had access to the service for over a year and had paid for a service that I hadn't received for over ten months. The representative confirmed that she could see the cancellation request, and the company policy required her to transfer calls to ********* to check balances before cancellation. However, this policy changed in late April or May. Nevertheless, Vivint canceled my service due to non-payment, and I was asked to pay the past-due balance before they would cancel it per my request. I requested to speak with a supervisor, who denied my request to remove the past-due fees. I fulfilled my service contract and made multiple requests to cancel my service. It isn't feasible for me to pay Vivint for an additional (******) 4 months of non-service.Business Response
Date: 06/27/2024
6/27/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21879387
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 11/4/2017
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 close the account with collections. ************** 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: 06/27/2024
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:06/20/2024
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.
On 6/10/24 I called Vivint to cancel my services with them. To my surprise, they use predatory practices in their cancellation process to gain money from customers when they have disconnected service. You are advised you must call the 800 number to cancel but that is so the representative can try and talk you into staying. After you decline, you are then told you must send an e-mail to cancel your account and it won't be processed until 30 days after your cancellation request. While awaiting an entire 30 days for them to cancel the service within their system, they apparently still charge you. I officially disconnected my service and removed the equipment effective 6/10/24 and Vivint has charged me for a full month of service on 6/19/24. I called them on 6/20/24 and inquired why I was being charged when I no longer have the service and the Rep told me it's because they won't be canceling my account until July 10th. This is unacceptable because it does not take 30 days to flip a switch to disconnect service. It took them less than 4 hours to turn the service on. This is predatory practices and I want Vivint to refund my money, remove my card information from their files and cancel this account effective the date I called on 6/10/24.Business Response
Date: 06/26/2024
6/26/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21879015
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 10/18/2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A resolution has been agreed upon. Vivint has cancelled Ms. ******* account and refunded $39.88. **************** 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: 06/27/2024
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:06/20/2024
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 5/9/2024 Vivints door to door salesmen, *********************, approached my wife and I about using our home as a model home in the neighborhood for their home security system. He offered a steep discount for the services, explaining that the first month was only $6.56 and 112 a month following with a 30 day trial but in order to take advantage of the discounts we had to agree same day. I asked him to confirm repeatedly that the trial was for 30 days and he repeatedly said yes. While signing the paperwork I pointed out to him that the contract said only 3 days, and his response was that he was unable to change it on his side and would have to call in. After signing the paperwork, financing the $4k in equipment, and him telling me that he had called in, they installed the system. He came back by afterwards when my wife got home and walked us through the product again with her present and stated again that it was a 30 day trial, and if we didnt like it we were only out the $6.56. Within the 30 period we tried canceling the services and returning the equipment after decided we didnt really need it. Vivints customer support team could only find paperwork stating a 3 day trial period with no record of **** ever calling in. For the past 2.5 weeks Ive been working with them to try and get them to get this resolved and they are unable to reach their own sales rep, meaning that I cannot cancel under the 30 day period we were told we had repeatedly. Now in order to cancel, we have to pay ~$5200 between the equipment cost and cancelation fees. *** spent about 16 hours on the phone with them to try and get this service canceled unsuccessfully. Now we are stuck with this service as we are not prepared to spend 5200 out of pocket on a whim. Very bad business practices and should be a UDAAP violation. We were pressured into the contract with a time restriction and were lied to by the sales representative. They are unable to do anything about it since we were tricked into signingBusiness Response
Date: 06/25/2024
June 25, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21878280
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: May 9, 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 Vivint account. This includes removal of the Vivint equipment, cancellation of the Vivint account, a full refund of any payments made directly to Vivint as well as the full closure of the Fortiva Line of Credit. ****************** 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 LegalInitial Complaint
Date:06/20/2024
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.
This has been an on-going with Vivint in their business practices. Specifically they are not truthful in their sales tactics or customer service. The provide misinformation about servicesand have no intent to solve customer complaints.- I signed a contract back in 2021 with Vivint security for them to provide me with a security system and a buyout promise to the tune of $365 to our old security company, GHS. In order to claim the buyout, I was given a link that should have issued me a **** gift card that I could then use to buy out my GHS contract. The link never worked (was sent to me multiple times) and I was never sent the money for the buyout. - The salesmen lied about the equipment they sold. He informed me that the smoke/fire alarm was also for carbon monoxide, which it was not. He also intentionally misled me on the equipment they provided. He claimed that the 6 glass break devices were cheaper than window sensors, when they are not. - They are unwilling to service their defective equipment. The fire alarm chirped every 2 minutes 24/7. They could not find out why the device chirped and did not fix it or offer a replacement. In addition, the doorbell camera they provided us with did not work consistently and as of 3 weeks ago is non-operational. The glass break sensors never worked (would not go off when glass broke). When we brought up these instances to Vivint, their solution was to sell me new equipment and not fix the faulty equipment they provided.- As a result, my husband and I decided that we no longer wish to receive services from Vivint and have decided to go with another alarm company. When I called to cancel the service and get the price to buy ourselves out of the contract, the customer service representatives have not been consistent in the information they have provided. My husband and I have called at least 6 different times in the last 2 weeks and have been provided with different information each time.Business Response
Date: 06/25/2024
June 25, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21875373
Complainant: ****************************;
Vivint Account #: *******
Date of Agreement: August 4, 2021
To Whom It May ***************** have reviewed the information provided by ************ and appreciate the opportunity to respond.
In her complaint, ************ states that Vivint promised her a buyout of $365.00 for her old security company in 2021. She states the link she was sent to complete the buyout was never operational. ************ states she was lied to about equipment functionality by the sales representative. She states Vivint will not allow her to cancel. ************ desires the funds that were promised for her buyout and cancellation.
Vivints records indicate that ************ signed a Purchase and Service Agreement (Agreement) on August 4, 2021. On March 12, 2023, ************ reported an issue with a smoke detector. Vivints records show the issue was resolved with troubleshooting. On June 4, 2024, ************ requested the cancellation of her account due to equipment issues. On June 10, 2024, ************ informed Vivint that the third-party contract buyout did not work for the buyout in the amount of $526.75. On June 19, 2024, ************ requested to place her account on a ******* deferment.
A Vivint representative has attempted to contact ************ via email in efforts to resolve this matter. Vivint offers cancellation of the remaining Vivint Agreement without further penalty. Vivint does not find that compensation for the failed buyout is warranted. ************ 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: 06/26/2024
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:06/20/2024
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 had a Vivint security system installed a couple of years ago. When we decided to move to a new home in March of 2024 we called them to cancel our monitoring service. Despite several attempts to cancel, jumping through all the necessary hoops they gave us, we continue to be charged. It is now June and our checking account was charged again this week. **************** at ********************** always tells us our cancellation is pending and we need to send an email to them and we do. Nothing has changed.Business Response
Date: 06/25/2024
June 25, 2024
Better Business Bureau of ****
3703 W **************************************************************
RE: Consumer Complaint Case #: 21870822
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 16, 2022
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 the monitoring service agreement effective February 29, 2024,when the first request to cancel was made. ************** 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: 06/26/2024
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. Thank you for your assistance in this matter.
Sincerely,
*********************Initial Complaint
Date:06/20/2024
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.
We were promised a 30 day trial period for Vivint security. We called to cancel and were told we would have to pay in full or continue to pay off the equipment. They said we had 3 days technically and not 30. Regardless, 2 days after installation we texted the sales rep who told us to contact HIM to If we didnt like the system to uninstall and he never replied. The sales rep has lied to us and didnt give us correct information and we are being robbed of our money.Business Response
Date: 06/25/2024
June 25, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21876328
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: June 3, 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 Vivint account. This will include removal of the Vivint equipment, upon removal of the Vivint equipment Vivint will cancel the account, provide a full refund any payments made directly to Vivint and Vivint will fully close the Fortiva 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:06/19/2024
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.
Account#: ********* June ********, a rep ******** ************* came to our door at 8pm. He went on to say we would be paying $140 initially and $69 monthly after the 1st payment for all of our equipment and service as a one time only deal. My wife offered coming in a future date to install due to us being busy but he had already started having the tech men install sensors that night and had us ******* back and forth.They did not finish and came back on 6/7/24 again did not finish installing and scheduled someone else to finish the job. During the weekend June 8th-10th 2024, sensors and panel were not working. Called 06/11/24 to try and cancel all service and the remaining installation refused said I only had 3 days from installation (which was never mentioned by the ******** he said we could call ANYTIME to have cancelled or moved services for FREE) and missed Monday 06/10/24 being my deadline I addressed installation wasnt completed as of 6/11/24, but they refused and told me to speak to the scheduled tech to check all equipment and maybe that could change my mind on wanting to cancel, insisted to cancel and she hang up the call. Rep ***** gave us misinformation and **** clarified $143+ monthly for the next 5 years, and theres not such first time customers credit like ***** claimed. Third ********************** rep said im paying in full due not qualifying for a loan but yet theres an active Fortiva loan. Tech no showed did not answer phone calls or give an update.Called 6/12/24 once again to check on status and placed on hold for 27mins and the call was disconnected. 06/19/24 no response or update from Vivint, they refuse to cancel my account. We do not want to keep Vivint as our provider for the next 5 years. We would really appreciate any help to have this all undone with Vivint and Fortiva. This has been absolutely negative experience for my wife and I. We need the half installed items removed and all accounts with **********************/Fortiva cancelled and our old system placed back.Business Response
Date: 06/24/2024
June 24, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21874871
Complainant: *******************;
Vivint Account #: ********
Date of Agreement: June 5, 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 Vivint account. This will include the removal of the Vivint equipment. Upon removal of the equipment Vivint will fully cancel the account and fully close the equipment line of credit. ************** 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
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