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
- 8,395 total complaints in the last 3 years.
- 2,986 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:02/19/2024
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.
I had a home security system installed by Vivint Home Security towards the end of May 2023 at my new home. I recently noticed in January 2024 that I was not able to use the playback feature on my cameras. On my phone app, I was asked to enter the H/W number from my smart drive, with a picture of what the drive was supposed to look like, in order to utilize the playback feature. I called Vivint to retrieve the H/W number and they advised me to look at my drive. I advised that I did not have a drive in my home to retrieve the number from, so I allowed the technician to have access to my cell phone camera to look at the devices that I had in my home as well. The technician confirmed that I did not have the proper equipment to utilize the playback feature, so he advised me that someone would call me back Monday through Friday to escalate my issue. No one ever called me back the following week, so I reached out to Vivint again and I was advised that the company would have to message the equipment installer who installed my equipment in May of 2023 to see if he still had my equipment, and that would take 5-8 calendar days to confirm. I was told that if the installer no longer had my equipment that I would be charged for ANOTHER smart device, even though I have already been charged for one that I NEVER received in my new home. I was told by the customer service representative in January 2024 that the Space Monkey smart device was showing up on my account; and today I am being told by another customer service representative that I should not have the Space Monkey, but rather a cloud service.
Business Response
Date: 02/26/2024
February 26, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21315209
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: June 5, 2021
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** via phone to resolve their concerns. Vivints record shows that a resolution is currently in progress. For any additional questions or concerns regarding this issue, ************** is encouraged to reach out directly to ********************************** / ************).
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 04/15/2024
I previously filed a complaint with this company, and I received a call at the end of February from Tari in their ***************** I thought that **** was going to ensure that my issue was resolved after she scheduled a service for me. However, the service call was scheduled after my deadline to report back to the BBB regarding my satisfaction, so now I have to submit a new complaint regarding my previous issue. **** had a service man come out to my home to correct the playback issue that I was experiencing with my cameras and told me that she would cover the costs of resolving my issue. However, we were charged $159.21 in installation costs, and I was told that all costs would be covered. I have been trying to speak with **** since the week of March 11th (5 weeks now) and leaving voicemails for her to return my call, but as of today, I have not heard back from her or anyone else from the company to resolve the new issue.Business Response
Date: 04/22/2024
April 22, 2024
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 21315209
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: June 5, 2021
To Whom It May ***************** have reviewed the additional information provided by *************************** and appreciate the opportunity to respond.
Vivints records indicate that a refund in the amount of $108.24 is being sent back to the checking account ending in 6906. ************** will receive this refund within 5 business days. Vivint apologizes for any undue delay in this process.
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:02/19/2024
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.
I ordered services back in December w0w3 with rep **************** who I understand has been fired. ***** stated the promo that was going on then was a 400 dollar gift card and a free doorbell camera. I got the free camera but not the gift card. *** spoken with numerous ***** *********** at Vivians but the issue is still not resolved. Each and every time Ive called Ive been given the run around and told the same stuff that amounts to nothing. I feel that vivant should honor their reps promise or just stop lying like they are looking into it. ******* doesnt seems to be holiest ir care about their clients. Is there anything I can do about this?Business Response
Date: 02/23/2024
February 23, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21314097
Complainant: Marlo ************************************ Account #: ********
Date of Agreement: December 15, 2023
To Whom It May ***************** have reviewed the information provided by *********************** and appreciate the opportunity to respond.
In her complaint, ************ explains that she was promised a $400 gift card and a free doorbell camera when she ordered services back in December. She further explains that she received the free doorbell camera but not the gift card. ************ desires the promised gift card of $400.
Vivints records indicate that a credit in the amount of $400 has been applied to Ms. ***** past due balance. For any additional questions or concerns regarding this issue, ************ 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:02/19/2024
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.
Company installed new motion detectors several years ago for alarm system. I believe they were not properly installed. The old detectors are still in place. The old detectors are still lighting up. I believe technician said this would eventually stop. It never did. The issue came up on 2-29-24 when I called to find out type of battery replacement is needed. I requested that these detectors be checked. I was told that I would have to pay $99.00 service fee. Why should I have to pay for a service that was not properly done in the first place. I should have practiced due diligence to begin with. However, I assumed tecnician knew what he was doing .I noticed that he made call or calls to company for advice at the time of his visit. Being dissatisfied with information I was getting from representative I asked to speak with a supevisor and I was no one was available and it was not known when one would be. I am 77 years old and caregiver for my 77 year old spouse who has MS. I have my hands full and haven't given much attention to alarm system as I rarely use it as I leave home only for doctor ************ and to run errands. The only thing I ask is that Vivint check their work without $99.00 fee as I truly believe job **** done improperly. It seems to me that newer detectors should show some indication of movement. We are paying a little over $50.00 monthly for a service I probably could do without. My husband never Leaves the house and I have a dog who barks at everything.Business Response
Date: 02/23/2024
February 23, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21314027
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: June 11, 2019
To Whom It May ***************** have reviewed the information provided by *********************************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she believes years ago, her motion detectors were not properly installed. She further explains that when she recently contacted Vivint regarding the equipment, she was told to pay a $99.00 service fee for a technician. Ms. ****** desires a replacement.
At this time, Vivint agrees to send a technician to Ms. ******s home at no cost to address and resolve her equipment concerns.
Vivints records show that **************** signed a Purchase and Services Agreement upon installation of her Vivint system with the initial term of sixty (60) months. This shows a monthly services fee of $44.99, and total equipment fee of $482.62, plus applicable taxes, during that term.
Vivint agrees to the above resolution and approves a free in-home technician visit. Ms. ****** may contact ********************************** / ************) directly if she has any further questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/19/2024
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.
A Vivint salesman came to my house, got inside by saying he wanted to see if my doorbell was compatible with their equipment. He stayed well over an hour, closer to two, trying to convince me. I told him I was on a tight budget and couldnt possibly pay more than $70/mo. (I just wanted him to leave.) He said that was no problem. When I started receiving bills in excess of $70, I called Vivint to complain about ********************* and they said, Too bad, you signed a contract. There is a charge from Vivint and an additional charge from Citizens Pay, for the financed equipment. After two years of paying both, I moved. I had Vivint uninstall the equipment. I did not have the equipment reinstalled, but am still making the monthly payments to Citizens Pay for the equipment - owe about $900 on it - its in a box in my garage. Have never been late or missed a payment. I received a call from a collection agency, last week. Vivint says I owe them $794, for surveillance service during the last year. They did not provide any service to me. I think they are taking advantage of me and I would not use them again, for any reason. I have a free box of pointless equipment that I will have paid a couple of thousand dollars for, if anyone wants it.Business Response
Date: 02/22/2024
February 22, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21313312
Complainant: ******************************;
Vivint Account #: *******
Date of Agreement: May 12, 2021
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that that she explained to the sales representative that she could not afford more than $70.00 per month. She states when she began getting bills it was over $70.00 per month. **************** states she moved and did not have the system reinstalled. She states she is still making monthly payments. **************** states Vivint has been charging her for a service they have not provided. **************** desires no further contact by Vivint.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint has offered to remove the Vivint account from collections and waive the Vivint associated fees. However, **************** will remain responsible for the remaining equipment fees.
Vivints records indicate that **************** signed a Purchase and Service Agreement (Agreement) on May 12, 2021. Vivints records show the account of **************** was written off for non-payment on July 28, 2023.
With the provided information Vivint offers to remove the account from collections as listed above. **************** may contact Vivints representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:02/19/2024
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.
Date- May 2023
I paid (through credit) $4,000
This business committed to providing smart home and security monitoring service. The equipment should be "brand new" and "trouble free" according to the sales guy (Bryan W* #******). This equipment should be able to be accessed easily as needed via APP and also through the "smart hub" panel.
The nature of the dispute is; First of all, I purchased this under the direct assurance that my insurance agency would offer a discount. Turns out they don't, and the sales person even told me via text later that he didn't really know. Second, this system is constantly breaking down or having problems. The sensors on the doors stop working randomly, the "smart panel" is always frozen and inaccessible, we constantly have false alarms because the panel and APP will both fail to load when we need to disarm thus setting off alarms. The video footage is almost always impossible to review because it won't load, or freezes or just keeps showing a green circle, says its not connected. This system is a nightmare and YES, I have had more conversations with customer support than should be needed for this garbage. Customer support will keep me on the line for up to an hour, and then it turns out to be a complete waste of time.
Bryan W* did not make me aware of the notice of cancellation. By the time I found it, the 5 days to cancel had already passed.
We have been having so many issues with this system. I feel very misled about this whole transaction and the promises made by this company.
My account #- **********
I asked customer support to cancel and refund this abomination and the person laughed at me.Business Response
Date: 02/22/2024
February 22, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ********* ****
Vivint Account #: *******
Date of Agreement: May 25, 2023
To Whom It May Concern:
I have reviewed the information provided by Mr. **** and appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. **** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the remaining Vivint monitoring contract and equipment line for credit without further penalty upon removal of the Vivint equipment. Mr. **** may contact Vivint’s 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: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 02/26/2024
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:02/18/2024
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.
As *** shared previously, my hands are full working on lawsuits and at this time, Im still waiting for a response from the painter and sheet rock contacts.At some point, Vivint will have to return to remove and then replace equipment in the proper places in our home as well as a review of the service. I feel we have been trapped into this service and as a result of this, weve missed opportunities of more value to us. For customer and financial impacts, I can only hope this experience has been shared with your service technicians. I confirmed this statement as a previous cable and internet installer with my assigned crew when tasks were beyond my skill level, my experience rates a two and the rating is given solely on the techs personality.Understanding monthly services for another company falls outside of your guidelines, however *******, the waiver of monthly monitoring while under contract with Vivint was not offered. Monthly fees of any amount can have a financial impact on senior citizens.Respectfully,NOTE: THIS IS THE ***** SENT February 6, 2024. We're moving into three months without the issue resolved.Business Response
Date: 02/23/2024
February 23, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21311927
Complainant: *************************
Vivint Account #: ********
Date of Agreement: November 10, 2023
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that when Vivint installed their equipment damages were made to the interior of her home and existing equipment.**************** states that the equipment was not placed in the correct place. *************** desires the job to be completed, devices put into proper places, compensation for repairs to her home and existing equipment, and someone to explain how the service should work.
A Vivint representative has reached out to **************** in an effort to resolve this matter via email. After reviewing the account, ********************** has provided the following offers: 1) schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement and a refund of all payments made directly to Vivint. With this scenario, Vivint would also provide a settlement of $600 to have your other system replaced; {or} 2) schedule a Smart Home Professional to have her system installed and working to her expectations as well as assess the damages to be able to work with Vivints home damage department on a resolution. Vivint could also look into lowering the monthly monitoring service fee, however, is not able to provide service free of charge.
Vivints records indicate that ******************************* signed a Purchase and Services Agreement (Agreement) on November 10, 2023. On November 12,2023, **************** called regarding poor installation and damage to the interior of the home and existing equipment. Vivints representative submitted a home damage claim on behalf of ****************. On November 13, 2023, an email was sent to ******************************* regarding this matter requesting pictures of the damage,and an estimate for the replacement of damaged equipment. November 14, 2023, an email was received from **************** containing pictures of the damaged equipment except for panel which is reported as damaged. A response was sent thanking *************** for the pictures, however, stating the estimate for repairs was still needed. January 3, 2024, a final email was sent to **************** informing her that Vivint can only be held liable for any physical damage caused during the installation, removal, and reinstallation/replacement of her previous equipment.
To resolve this matter, Vivint has provided the options 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:02/17/2024
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.
We are being charged for equipment that was not authorized to be installed in our home. They have interrupted our security service and have been getting the run around with their incompetent people they employ. I have received nothing but hang *** and lies from them.Business Response
Date: 02/26/2024
2/23/2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21307928
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: 11/29/2013
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** explains she is disputing charges on her account.
********************** has reviewed the charges on Ms. **************** A representative has contacted ******************** via email with an explanation of the charges on her account. *********************** records show that a credit or refund is not owed to ********************. However, if ******************** has any questions or concerns, she may contact the representative.
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:02/16/2024
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.
Poor ******************** control panel fell off the *************** failures within two months water sensor and window sensors, cameras do not work consistently they take turns being offline, door locks do not line up with the frame, for locks randomly disconnect from the wireless system and will not respond, app does not connect to arm/ disarm have to close/open the app to get connection, doorbell doesn't ring half the time when pressed, doorbell cam detects animals, people and cars as packages but not actual packages delivered, no resolution by tech support other than reboot, reboot, reboot, reboot,Business Response
Date: 02/26/2024
February 26, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21306518
Complainant: ***************************
Vivint Account #: *******
Date of Agreement:
To Whom It May *********************** have reviewed the information provided by *** *************************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ******************** and **********************, and a resolution has been agreed upon. At this time, Vivint has agreed to lower Ms. ********** monthly fee by $15 and to schedule a technician to resolve all equipment issues. ******************** 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:02/16/2024
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 was sent to collection coz I refuse to pay for ************ that I dont have anymore. Vivint came and removed them on 09/12/2023. I cancelled th service since August 2023 but they wanted me to continue playing.Business Response
Date: 02/22/2024
February 22, 2024
Better Business Bureau of ****
3703 *******************************************************************;
RE: Consumer Complaint Case #: 21305720
Complainant: Safi *******
Vivint Account #: *******
Date of Agreement: September 3, 2020
To Whom It May ***************** have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* states that she was sent to collections because she refused to pay for equipment that she no longer has.Ms. ******* states that the equipment was removed on September 12, 2023. Ms.******* desires to have the account removed from collections and to be refunded any money owed.
A Vivint representative has reached out to Ms. ******* to assist with this matter via email. After reviewing the account, ********************** agrees to forgive the Citizens equipment loan balance effective September 13, 2023, when the equipment was removed. It is Citizens responsibility to remove their account from collections once they receive the refund from Vivint.
Vivints records indicate that Ms. ******* signed a Purchase and Services Agreement (Agreement) on September 3, 2020, for a sixty-month term. Vivint removed the equipment from Ms. *******s home on September 13, 2023. Ms. ******* called Vivint on September 22, 2023, to cancel the monitoring service agreement. Ms. ******* made several calls to Vivint in October 2023, regarding the cancellation status of her agreement. On October 19, 2023, Ms. *******s agreement was cancelled. Ms. ******* has called Vivint several times since,stating that she was being contacted by Citizens regarding the equipment loan balance. On February 21, 2024, Vivint requested information from Citizens to complete the loan forgiveness. It is up to Citizens to remove their account from collections once the refund is received from Vivint as Vivint is unable to remove accounts from collections from other companies.
To resolve this matter, Vivint agrees to the resolution as stated above. Ms. ******* 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:02/16/2024
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.
Sales person ******************************* promised me $1400 if I purchased a Vivint Security System with a Solar Home system package! A total of over $1400! He said he would pay me the $1400 after the solar panels were installed. He decided to just give me $500 and told me to stop bothering him and taking advantage of him because I want what he promised me in other to get me to buy his product! This guy, ******************************* lies to the customers in order to make a sale!Business Response
Date: 02/21/2024
February 21, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21305254
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: January 12, 2024
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In his complaint, ****************** states that the sales representative promised him $1400 if he purchased a Vivint security system with his solar system. He states the representative only gave him $500.00. ****************** desires to be compensated for the as promised.
A Vivint representative has contacted ****************** via phone and email in efforts to resolve this matter. Vivint is currently waiting for a response for approval to provide the remaining $800.00 that ****************** was promised. Vivints representative will follow up with ****************** once approval is granted.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on January 12, 2024. On February 14, 2024, ****************** contacted Vivint to dispute the bill. On February 16, 2024, ****************** reported the sales representative promised him $1,400.00 and had already paid a portion of $500.00. Vivint records show ****************** requested to cancel his account.
********************** offers the above resolution and will be in contact with ****************** once approval is given. ****************** 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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