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
- 8,352 total complaints in the last 3 years.
- 2,971 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:05/17/2024
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 had a Vivant salesman come to my home in 4/29 to try to sell me an alarm system. I currently have ADT and was told that he could get me a cheaper price if ***** a month. He handed me an iPad and said fill out the first page and he would do the rest. A few days later I get a bill in the mail for a separate credit card. The rep did not tell me that you pay for equipment and also the service. I tried to cancel and they are telling me ovens now owe ********************************************************************************************************************************* live. Vivant has been no help to resolve my issue but provide credits on my account.
Business Response
Date: 05/26/2024
May 23, 2024
Better Business Bureau of ****
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 21727867
Complainant:***************************
Vivint Account #: ********
Date of Agreement: April 26, 2024
To Whom It May ***************** have reviewed the information provided by Ms. *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ****************** via phone to address and resolve the current issue.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:05/17/2024
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.
Having a HUGE problem with Vivant & the Cancelation of our service. When the Technician came out on 3/12 he told us we had 30 days to make sure we were happy with the ************ would be back to verify we still wanted the Security system . We called on 4/5 and let Vivant know that we were not happy with the service the cameras were acting up and they were not producing the quality that we were promised that we wanted to go ahead and cancel the service. We were told at that time that they couldn't cancel the service unless the *************** agreed so they called the finance company while we were on the phone and the *************** agreed to refund the money back to vivant while we were on the phone with Vivant so the rep heard everything. After we disconnected with the finance company the Vivint Rep stated that he wouldn't be able to cancel the service yet they would have to have the Tech come out and service the equipment if they did that 3 times and there was still a problem then after that they would be able to cancel the service so we scheduled to have a Technician come out Saturday 4/6 to look at the system. When the Vivint Rep came out to the house on 4/6 he told us he was not there to look at the equipment his paperwork stated he was there to take all the equipment back we had him call his supervisor to verify the information on his work order just to make sure & after getting off the phone with his supervisor he came back up to the house & told us Yes he has ************* is there to take all the equipment back the service has been canceled. We have this recording because the system was not taken down as of yet. Well needless to say we have been back & forth with Vivint the *************** doesn't/didn't have an issue refunding the funds back to Vivint. We want the service cancelled and no more charges taken from our account we are NOT paying for something that we do not have in our possession any longer Vivant has ALL the equipment.Business Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21726088
Complainant: ************************;
Vivint Account #: ********
Date of Agreement: March 12, 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 monitoring contract as well as a full refund of any payments made directly to Vivint and 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:05/17/2024
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.
Multiple missed appointments and cancellation to fix my home security system. No calls no show. Company is looking to charge for appointmentsBusiness Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21723684
Complainant: ***********************************
Vivint Account #: ********
Date of Agreement: April 13, 2024
To Whom It May ***************** have reviewed the information provided by ************************ and appreciate the opportunity to respond.
In her complaint, ************************ states that she has had multiple missed appointments to fix her security system. ************************ desires her security system to be fixed.
Vivints records indicate that ************************ signed a Purchase and Services Agreement (Agreement) on April 13, 2024. On May 2, 2024, *********************** called regarding a power issue she is having with her panel. Vivint completed troubleshooting and determined a Smart Home Professional needed to be scheduled. The appointment scheduled for May 10, 2024, was cancelled by Vivint.The appointment was rescheduled for May 16, 2024; however, ************************ called to reschedule the appointment. ************************ lives in an area where Smart Home Professional are limited therefore the appointment availability is limited as well. Vivints representative escalated the work order for the earliest possible appointment. On May 17, 2024, ************************ called requesting to cancel the agreement due to the appointment availability. Since May 20, 2024,************************ and a member of Vivints Executive Resolutions team have been working together to have Ms. *********** equipment issues resolved. On May 23, Vivints representative spoke with ************************ and has been able to confirm the earliest appointment available being June 22, 2024. Vivint has also provided ************************ with two (2) free months of monitoring service.
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 for June 22, 2024, to resolve any equipment issues ************************ may have. Vivint has also provided ************************ with two (2) free months of monitoring service.
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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/17/2024
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 have been trying since 2022 to cancel my service and even had my bank send out a signed letter notarized requesting that they discontinue service and they have refused obviously because they are still illegally charging my account $30 every month! I have repeatedly called and called and can never get anyone on the phone to resolve this! My next steps will be to take legal action. Stop taking money from my bank account every month illegally!Business Response
Date: 05/23/2024
May 23, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21725392
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 14, 2010
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she has been trying to cancel her services since 2022. She states Vivint has continued to charge her $30.00 monthly. ************** desires a refund.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on July 14, 2010. After conducting an investigation on the account of **************. ********************** finds that there have been no formal requests for cancellation.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has offered cancellation of the remaining Vivint monitoring contract without further penalty to **************. ************** can contact Vivints representative (****.manlugot.com) to discuss this matter further.
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: 05/23/2024
Complaint: 21725392
I am rejecting this response because:
I want a refund for the amount that was wrongfully taken from my account. I will respond to the Vivint email with a copy of the notarized request my bank sent to them within the next day or so once I get a copy from my bank. I do want them to cancel my service immediately, as well as my refund.
Sincerely,
*********************Business Response
Date: 05/28/2024
May 28, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21725392
Complainant: *********************
Vivint Account #: *******
Date of Agreement: July 14, 2010
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her rebuttal, ************** states that she wants a refund for the amount that was wrongfully taken out of her account. She states that she will provide Vivint with a notarized copy of a bank statement. ************** desires a refund and immediate cancellation.
Vivints records indicate that ************** signed a Purchase and Service Agreement (Agreement) on July 14, 2010. After conducting an investigation on the account of **************. ********************** finds that there have been no formal requests for cancellation since 2017.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint has offered the cancellation of the remaining Vivint monitoring contract without further penalty to **************. Vivint does not find that a refund is warranted in this matter since there is no request for cancellation since 2017. ************** can contact Vivints representative (****.manlugot.com) to discuss this matter further.
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: 06/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution (cancellation of account without penalty or fees) is satisfactory to me.
Sincerely,
*********************Initial Complaint
Date:05/16/2024
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.
started service: Mon, Sep 4, 2023 We are a family of law enforcement enticed by the high tech features that came with the service. We were excited to have the system as we need high security to make our the police patrol vehicle and police "stuff" protected inside the house. I am also a victim of domestic violence and really trusted that this would make me feel safe while my partner is working. We understand their are hiccups but we never had a working garage function. We also had our sensors going off multiple times which scared me tremedously being home alone. We even had the police come to the house when we were on vacation saying the alarm was going off. We had a technician come to see what the issues was and even added on the $10 a month for insurance. He said he needed to move the unit from inside to outside the front door because it was incorrectly installed.Then shortly after the garage stopped working. We used the chat function (im sure you can find a ton of messages) we rebooted and did all of the steps. We finally stopped trying. I was exhausted from continuously being told the problem was fixed when it wasnt. We had a contract for service that was not fufilled and did not work properly from day 1. I didnt feel protected and I felt taken advantage of. I even referred three people in the neighborhood and posted a picture to our neighborhood page. We have a credit card for the equipment and would like that to be cancelled. We would like to have the service cancelled and give the equipment back with the credit card balance being taken off of the Citzens financing. I am not going to post about this to the neighborhood and am not the one to talk badly to others about a company. I am just asking that this be made right. We are moving into a new house we purchased and will go back to using our Blink security system. If you check records, you will see all of the messages and calls that we made trying to resolve our issues.Business Response
Date: 05/23/2024
May 23,2024
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 21723320
Complainant: ***************************
Vivint Account #: ********
Date of Agreement: 7/20/23
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 one of the following. 1.) Vivint agrees to waive the $300 move fee and reduce Ms. ******* monthly monitoring fee by $10 if she chooses to stay with Vivint. 2.) Vivint agrees to cancel Ms. ******* Agreement and waive the $1200 early termination fee. She would remain responsible for her equipment loan but have 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:05/16/2024
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 May 15th, 2024, Vivint charged $2078.41 from my account which was an unauthorized charge. I contacted Vivint and they admitted it was an error on their end and explained that amount was supposed to be added to my fortiva account. I am in the process of receiving a refund. However, I tried cancelling my contract but the agent said I had to pay about $1000 to buy out my contract. I was told I had 30 days to cancel my contract on the day of signing with a sales representative. May 15th marked the 30th day. I was still within the rights to cancel. On the Vivint webpage I was made aware that I only had 3 days when the sales representative advised me the day on signing that I had 30 days to cancel.Business Response
Date: 05/22/2024
May 22, 2024
Better Business Bureau of ****
3703 W ************************************************************************;
RE: Consumer Complaint Case #: 21722338
Complainant: ***********************************
Vivint Account #: ********
Date of Agreement: April 15, 2024
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she was charged up front for the equipment, however, it should have been financed through Fortiva.******************** states that she is currently waiting on a refund. ******************** states that she was given a 30-day cancellation period, and has attempted to cancel,however, has been told she needs to make a buyout payment to cancel. ******************** desires to return the equipment, receive a full refund, and her account cancelled.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on April 15, 2024. On May 15, 2024, ******************* called about being charged $2078.41 up front when it should have been financed. At this time ******************** inquired about cancelling and was informed that a buyout of $1163.82 would be needed to cancel the agreement. On May 16,2024, the charge was refunded back to Ms. ********* original payment and financed through a line of credit with *******. On May 21, 2024, it was confirmed with the sales representative that a 30-day cancellation period was not offered.
A Vivint representative has attempted to reach ******************** to assist with this matter via email. After reviewing the account, ********************** has determined that ******************** will remain responsible for the Agreement and equipment line of credit. Vivint has applied a credit covering the balance of $75.82 providing a fresh start along with applying a 3-month recurring credit covering the monitoring service fees through August 2024, with the next payment not due until September 2024.
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: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/23/2024
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:05/16/2024
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 August 2023 a Vivint sales rep came to my home and asked if I would consider his sales pitch. I initially told him I did not have the money to afford a security system but he informed me I could "rent" the equipment if I put a Vivint sign in my yard and at any time I wanted to get rid of the system I could free of charge. He told me it was a promotion they were running. I informed him that my credit was not great and I was trying to improve my finances but he stated it would not affect my credit as I would own nothing and I could return the equipment and cancel the service anytime. I signed consents with the sales rep but during the signature process and survey he was talking throughout it and distracting me by talking about my children and his experiences. I was unaware that what I was signing was forms to own the extremely over priced security equipment. The sales rep took my bank information to set up payments and I saw these payments coming out of my account monthly. What I did not know was that I had actually purchased equipment through a company called Fortiva. I was not making payments to Fortiva as I was not informed I owned equipment through them until I realized my credit score had plummeted. I attempted to contact Vivint numerous times to get this resolved and was informed the sales rep was terminated but they could not do anything to help me other than put my vivint account on hold until I caught up on my Fortiva payments. I did not realize I was also locked into a contract with Vivint for 5 years as this was not disclosed to me in the fine print I was signing while the sales rep was distracting me with misleading information and deceptive techniques.Business Response
Date: 05/21/2024
May 21, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21722180
Complainant: *******************;
Vivint Account #: ********
Date of Agreement: August 16, 2023
To Whom It May ***************** have reviewed the information provided by Ms. ******************* and appreciate the opportunity to respond.
A legal representative from Vivint has reached out to ************** via phone to address and resolve the current issue. 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:05/16/2024
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 Number. *********. Property address ********************************************** Barstow Ca ***** Moved out home July 2023. Paid off remaining balance on Vivint Security System of approximately $2200. At that time service was cancelled being we moved from the property.New tenants moved into property and established service with Vivint which customer services representatives have acknowledged.I have called and emailed Vivint numerous times indicating that our service should have been terminated and often time customer service representatives cannot locate ****************************** refuses to cancel account and continue to send monthly statements. To date the amount due $528.39.I would like investigated.Business Response
Date: 05/22/2024
5/22/2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21720484
Complainant: *******************
Vivint Account #: *******
Date of Agreement: 6/22/2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
Vivint has cancelled Mr. ****** ******************************* records show all payments since July of 2023 have been voided. ************* 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:05/16/2024
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 called VIVINT and spoke with a rep regarding their security monitor system. I already have all equipment from ADT and was wanting to try another company. The rep told me that they would be able to use my equipment no additional cost, installation was free. That was not true. The tech that came to my house advised me that he would have to replace the equipment that was the first. Then they did a credit check, and I was approved. So, the tech stated I needed to use my checking account for ********************, so I added it. Two days later there was a charge of $264.99 and $12.99. They also asked for a payment, so I gave him my credit card and that was $41.47. I called and canceled because no one told me they were taking money out of my checking account for the amount of $264.99. I have requested all my money back and scheduled for VIVINT to return their equipment. They scheduled me the same day then cancelled making me wait a week. I was told I will not get a refund until the equipment is back in warehouse so now, they are just collecting interest off of my money. I was told I was getting a refund and I have not. When the tech came to my house to remove the equipment, he also took the power adapter that was hardwired by ADT and left the cords sticking out. That was stealing because it did not belong to VIVINT. I did not notice he took it; my fianc was downstairs handling it while I worked. I am getting the run around to have it placed back. Not only did they take my money, but they came back to my house and took equipment that did not belong to them, and I want my power adapter and money back as soon as possible.Business Response
Date: 05/22/2024
May 22, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21720465
Complainant: ************************;
Vivint Account #: ********
Date of Agreement: May 7, 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 provide compensation for the device that was removed by the Vivint technician. Vivint is currently waiting for an invoice to be supplied by ********************. ******************** 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:05/15/2024
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 incorrectly installed our alarm system in September 2023 and a tech broke equipment during installation. A new tech came out in December 2023 and made it clear the previous tech caused the equipment malfunction. The new tech upgraded us to a new camera as Vivint did not carry the old camera. Because previous tech broke our camera they agreed to charge us $99.99 to upgrade to the new camera. 2 months later they charged us $349 for the new camera and put us on a payment plan. We were being charged interest from Citizens, Vivints equipment loan company, however they had no signed contract for payment and have since refunded us the interest as they have no info on transaction. Vivint also has no info or signed paperwork on the transaction and have continued to charge us the $349.00 without any proof of transaction. They are charging us on the basis of camera being released into our possession and nothing else. Vivint has confirmed on recorded line that a) the problem was caused by their tech b) the equipment loan company has no documentation c) they do not have documentation of us purchasing the camera d) the transaction of the upgrade e) Vivint processed the transaction incorrectly. Vivint also reached out to the field tech who also confirmed he did the upgrade due to previous tech errors. In saying all this I have spent 16 hrs total on phone with this issue and they are 100% aware that this was an issue by them on stated grounds earlier but still will not refund us the amount due. I am pretty sure it is illegal for them to charge customers without signed contracts and Citizen the equipment loan company charging us interest on an item we never agreed to purchase at the price. Vivint was clear it was a processing error on their side but will not take ownership of their mistakes on multiple fronts. Please help us resolve this issue as the company has stolen money from our family. Thank YouBusiness Response
Date: 05/21/2024
May 21, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21719165
Complainant: ***********************;
Vivint Account #: ********
Date of Agreement: September 21, 2023
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 provide a credit of $327.00 to the Vivint billing account of **********************. ********************** 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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