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
- 8,420 total complaints in the last 3 years.
- 2,975 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:12/31/2023
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 received an email at 1:15 PM today with the below details. I was on the phone with ****** in account services for over 15 minutes with no resolution. I mentioned to her my concern about receiving an email from Vivint with an address that is not mine nor the last 4 of the credit card being mine as I do not have service with Vivint. The address referenced is ********************** and the last 4 of the Payment method was **** for $43.71, Authorization# ******, payment P-*********. I was told it can take 48 hours+ to receive a call back as the call volume is extremely high. I said maybe others are experiencing the same issue as me? I would like answers as to how my email address is tied to a customer's account which is not where I live? Please call me as this needs to be resolved ASAP as I am getting nowhere with VIVINT.
Business Response
Date: 01/05/2024
January 5, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20297185
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: N/A
To Whom It May ***************** have reviewed the information provided by ***************************** and appreciate the opportunity to respond.
In her complaint, ************** explains that she received an email regarding a Vivint account with an address for a home that is not hers. She further explains that the email was about a payment for services at a home she does not live in. ************** desires contact from the business.
A legal representative from Vivint has attempted to contact ************** via email and phone to resolve her concerns.
Vivints records show that **************** information has been removed from the account as she is not associated with the address or occupants of the home. ************** 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 LegalCustomer Answer
Date: 01/16/2024
What they failed to mention is that my info was supposedly removed from the original correspondence however it is tied to another account now and it was confirmed by a sales rep who provided me the details. When I called the legal department back to inform her of my findings she gave me an attitude and no resolve. So no this has not been resolved and I have since filed a complaint with the federal trade commission as this is fraud.
Thank you.Business Response
Date: 01/19/2024
January 19, ****
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20297185
Complainant: *************************;
Vivint Account #: ********
Date of Agreement: N/A
To Whom It May ***************** have reviewed the additional information provided by ***************************** and appreciate the opportunity to respond.
Vivint stands by its previous resolution.
Vivints records show that on January 8, ****, **************** information was removed from the account as she is not associated with the address or occupants of the home.
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:12/31/2023
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 first contacted customer for a Qoute was given amount for equipment was told by rep doorbell and installation would be FREE was Happy made appointment.
Tech arrive on date given. All equipment stalled. I asked or a detailed break down of equipment and installation was told they would be emailed after transaction forms were done via Ipod of company. I SIGNED CHECKED EMAIL NOTHING Technician adviced it took time after transaction. I took credit line to pay for installed equipment ..in payments interest free 60 Months with Citizen Bank have not received payment agreement neither.....I never got email then I call vivint to request detial Optimize receipt and was told I got charged for doorbell and installation the credit line also piled that on my credit line bill .I called they said they would fix nothing happened No one has called back still have not received Automized receipt of equipment how much I was charged for everything so now I owe $2700 for credit line and I don't know if I got bill correctly for that credit line. No one's emailing me or getting back to me.
I want them to stand by the agreement of the first call. That's why I decided to go with them. I want an automized bill so that way. I know that the credit line is for the right amount. And I'm not paying for somebody else's bill. *** knows if that's the right amount I'm having to pay out. When I call representative is trying to sell me another camera for free.
No one's giving answer I feel Scammed and disrespected
No paperwork Ever received......via email or mail I need help ...to make sure I was bill correctly.Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** *******
Vivint Account #: ********
Date of Agreement: December 18, 2023
To Whom It May Concern:
I have reviewed the information provided by Ms. ******* and appreciate the opportunity to respond.
In her complaint, Ms. ******* states that that she was provided with a quote for equipment and offered free installation. She states she was told a breakdown of equipment charges would be emailed to her. Ms. ******* states she never received that breakdown. She states she also did not receive a payment agreement either with Citizens. She states she called Vivint and was told she was charged for a doorbell and installation. She states she was told this would be fixed. Ms. ******* states she owes $2700 for equipment and has no idea if she was billed correctly. Ms. ******* desires an explanation of charges.
A Vivint representative has attempted to contact Ms. ******* via email in efforts to resolve this matter. Vivint has provided an explanation of charges and screenshots of the initial invoice listing all equipment charges.
Vivint’s records indicate that Ms. ******* signed a Purchase and Services Agreement (“Agreement”) on December 18, 2023. On December 16, 2023, Vivint records show Ms. ******* received a quote for equipment in the amount of $1,187.82 for a doorbell camera, a flood light and additional cameras. On December 22, 2023, Ms. ******* contacted Vivint with questions regarding the equipment charges.
With the provided information Vivint has given Ms. ******* a breakdown of the equipment charges as requested. Ms. ******* may contact Vivint’s representative directly with any further questions or concerns in this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ****, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:12/31/2023
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 am being wrongfully charged for an account they told me was closed. I sold my house last October and had a $500 buyout.I sent the email to close and I paid half the money, then I called in to pay the other half and an attendent told me there is no balance. A whole year pass by and they charged me for the whole year. This wasnt my fault. i thought the account was closed and no one contacted me for a whole year.After i spoke with someone in October, they told me it will be closed and to just pay the rest of the buyout. i did..and they never closed the account. i have been contacted every **** days saying the account will be cancelled and explaining the same thing for 2 hours each time.The last I spoke with someone, they *** it wil be closed, then my account was charged without my permission on an old account for *********************************************** because this has caused me unnecessary stress and hardship.Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21071431
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: December 1, 2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the Vivint monitoring account effective January 6, 2023. Vivint will also provide a refund of any payments made from January 6, 2023 forward. ****************** may contact Vivints representative directly if ****************** 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:12/28/2023
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 just made payment 55/60 on the equipment but I haven't used there service since June of 2021. The service fee is separate and they have been charging me $61/month this entire time. Somehow I've over looked it. I have called multiple times to cancel and always get a run around. Today I was on the phone for 35 min to cancel and the guy tried transferring me. I had hang up because I had to leave for worksBusiness Response
Date: 01/03/2024
January 3, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21069590
Complainant: *********************
Vivint Account #: *******
Date of Agreement: May 31, 2019
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to give ************** a buyout promise with proof of the equipment loan payoff and receipt of a written notice of cancellation. ************** has no further obligation to Vivint. ************** 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:12/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This is the second complaint that I've submitted. This service has not accommodated my needs of being secure since it's been installed. I still have existing issues from previous complaint. The back yard camera wiring was rerouted to another location. It's still offline since December 19, 2023. The tech that reinstalled advised me to contact him if I had any issues after installation. I did so with no response as of today. This is the usual with this company. I'm hearing impaired & as I mentioned in the last complaint, ***** has not given me any reasonable accommodations per the American Disability Act. I was sold a camera for the upstairs so I can hear the doors open when I'm in my bedroom. I heard it opening when the tech was here but nothing now. A new issue! It was not explained to me that the camera only holds data for 30 days. I recently had an incident that my son was accused of on November 16th. My son was with me at my home the entire day. I tried to access the clips on December 19th & couldn't do so. I called support & was told if I did not save clips from that date clips are lost forever, no cloud no nothing. Who would know if something would be needed from that date. The equip equipment cost me ******** that has not meet any of my needs. I want a refund of the equipment. Also, I want the other issues resolved.Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21069554
Complainant: *************************;
Vivint Account #: *******
Date of Agreement: July 1, 2023
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states that her backyard camera has been offline since December 19, 2023. She states that she is hearing impaired and Vivint has not provided reasonable accommodations per the American Disability Act. ****************** states her upstairs camera no longer extends the alarm sounds. She states she was not told the camera only holds data for 30 days. ****************** desires a refund.
A Vivint representative has contacted ****************** via email in efforts to resolve this matter. Vivint offered cancellation of the remaining monitoring contract, equipment line of credit and removal of the equipment without further penalty to ******************. ****************** declined that offer. At this time ****************** will need to contact technical support in order to properly troubleshoot the issues of the outdoor camera and indoor camera before a technician can be sent out.
Vivints records indicate that ****************** signed a Purchase and Service Agreement (Agreement) on July 1, 2023. Vivint records show on November 20, 2023, ****************** worked with a member of Vivints Legal team on her first Better Business Bureau complaint. Vivint records show on December 14, 2023, a technician went to the home of ****************** and resolved all issues relating to the outdoor camera and indoor camera chime extender. According to Vivint records there is no attempt to contact Vivint to report or attempt to repair the current issue ****************** has reported. Vivint records show on December 19, 2023, ****************** contacted Vivint to request access to video footage older than thirty (30) day, at which time it was explained to ****************** that the cameras do not store footage past thirty (30) days.
With the provided information Vivint has offered the above resolution. ****************** 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:12/28/2023
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 bought 4 cameras and one monitor for a total of $3843. 2 days after the cameras were installed we called them and said we didnt want two of the cameras and they said it was final and they could not be returned. We have tried to cancel the service multiple times because the equipment has not worked properly since day one and they refuse to let us walk away even if all the cameras are paid in full. They are claiming we would still need to pay $60 per month until June when our contract is up. They said all of our equipment would be under warranty until the contract expires but that has not been the case at all. I want this company shut down and want them to pay back the money they have stole from us.Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21068354
Complainant: *********************;
Vivint Account #: *******
Date of Agreement: June 25, 2019
To Whom It May ***************** have reviewed the information provided by *************************** and appreciate the opportunity to respond.
In his complaint, ****************** explains that they bought 4 cameras and monitoring for a total of $3,84, and after 2 days of installation they were unable to return 2 of the cameras they did not want. He further explains that they have tried to cancel the service multiple times because the equipment has not worked but they were told to pay in full for cancellation. ****************** desires a refund.
At this time, Vivint agrees to dispatch a technician to ******************** home at no cost to resolve any equipment concerns.
Vivints records show that ****************** signed a **************** Agreement with the initial term of sixty (60) months. This Agreement shows a monthly services fee of $59.99, and total equipment fee of $2,028.18, plus any applicable taxes, during that term.
Vivint's records indicate that on October 15, 2020, ************************* reached out to the company with a request to relocate two indoor cameras to an outdoor setting. At that time, she was informed that indoor cameras are not designed for outdoor use. Subsequently, on July 23, 2023, ****************** contacted Vivint again, expressing concerns about her equipment and over the phone, troubleshooting assistance was provided to address her issues. Vivint was not made aware of any persistent issues.
Vivint agrees to the above resolution and approves a free in-home technician visit. Mr. ***** ****************** may reach out directly to ********************************** / ************) with any further questions or should they wish to cancel their agreement prematurely.
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:12/28/2023
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 canceled services with this company a year ago spoke with a customer service representative for 2 hours only to find they had never canceled my service and are sending me to collections for a alarm system that was cancelled a year ago. I have called repeatedly and been told they are escalating my situation but never received a callback from them.Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 21068008
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 1, 2020
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ****************** and a resolution has been agreed upon. At this time, Vivint has agreed to remove the account from collections, leaving the account closed. ***************** 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:12/28/2023
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'll just start out saying, do NOT choose Vivint for your home. It has been nothing but problems for the last couple of years. To start, our doorbell camera stopped recording consistently. I have made numerous calls, and chats to Vivint. Every time they would have me reboot the camera, remove the camera and re-add. The camera would record for a few weeks at most, then back to recording visitors randomly. Finally I was able to get a technician out to inspect. He said I didn't have good connection (the doorbell is not far away from wi-fi) and needed an extender. He told me it would be ordered and they would be back a week later to install. 3 weeks later, no call. I called Vivint again. No record of it being ordered. Set up another tech appt as the doorbell still wasn't working. He came out, said no, you don't need an extender, the range is fine. He added a sensor at the door. Worked for a few weeks, then back to not recording again. More calls to reboot, remove and add back. Too many calls to even say how many. In the mean time, I'm paying every month for a service that doesn't work. Then it got to the point the doorbell wasn't recording any visitors, ever. At one point one of the reps on the phone told me I could buy a new doorbell for $200+ and I also should buy a new panel for a few hundred dollars as well. I've had this system for 5 years. Why on earth do I need to "upgrade" to get something newer to have a working system. So I removed the Vivint doorbell and bought a different brand. I called to cancel my account on November 10th. They told me I had to give 30 days notice. Fine, I did that. I called again Dec. 12th. Account still isn't cancelled. They said they "escalated" my case to get it cancelled. Now it's Dec. 28th. A new bill, and yes, my account is still not cancelled. Again, told by ******* today, I'm escalating your case and it will be cancelled within the next couple days. Word for word what ******* told me on Dec. 12th. I'm at a loss here. AND DONE!Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21067893
Complainant: *********************************
Vivint Account #: *******
Date of Agreement: November 3, 2017
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 account of ********************** effective November 10, 2023, and to provide a refund from that date forward. ********************** 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: 01/04/2024
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:12/28/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This company is terrible customer service ***** there cameras are trash had stuff stolen off my property an the cameras couldnt even pick it up currently not using anything in a dam contract and they cant do a single thing about it over priced junk will not recommend payments are ridiculous for cameras that wont even do the job not to mention Ive had techs out here several times and these camera are still trash buyer beware!Business Response
Date: 01/04/2024
January 4, 2024
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 21066349
Complainant: ***********************;
Vivint Account #: *******
Date of Agreement: March 4, 2022
To Whom It May ***************** have reviewed the information provided by Mr. *********************** and appreciate the opportunity to respond.
A legal representative from Vivint has recently contacted ************** in an effort to address and resolve the current issue. To assist, Vivint agrees to cancel **************** Agreement without penalty. It's important to note that he remains accountable for the equipment loan to Citizens Pay.
************** is encouraged to reach out directly to ********************************** / ************) with any further questions.
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:12/28/2023
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 sold a two three cameras with the 24 hr playback , on December 3 rd . I was told that I would be able to playback the recordings using a playback button . On December 26th I found out that this was not true and I need a smart drive connected to my system for the three new cameras to work and it would cost three hundred dollars. This is false advertising because when the sales rep and technician came the sales pitch is that all you need is the cameras because they have their smart drive built in them. . I would like either a smart drive added to my system so that the new 24 hour cameras will work properly or a technician to correct the issues with the playback on the three cameras. I pay the extra insurance and protection plan.far the company has been ok , but some of the sales reps are a bit shady.Business Response
Date: 01/03/2024
January 3, 2024
Better Business Bureau of ****
3703 **************************************************************
RE: Consumer Complaint Case #: 21065059
Complainant: ********************;
Vivint Account #: *******
Date of Agreement: April 12, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** states that she was sold cameras with 24/7 playback on December 3rd. She states on December 26th she found that this was not true and that she needed a smart drive connected. **************** states the representative who sold her the cameras told her all she needed were the cameras for playback. **************** desires to be contacted by Vivint, an explanation of charges, and to have the job finished.
A Vivint representative has attempted to contact **************** via email in efforts to resolve this matter. Vivint offers the choice to choose between the internal playback options that is already enabled on the Driveway camera and the Front yard camera, or the external playback device that will offer 24/7 playback on up to three (3) cameras.
Vivints records indicate that **************** signed a Purchase and Services Agreement (Agreement) on April 12, 2022. On December 13, 2023, **************** contacted Vivint looking for playback on the Driveway and Front yard cameras. Vivint notes show that the playback was currently working. On December 20, 2023, **************** notified Vivint that her camera was not recording, Vivint notes show that troubleshooting was done. Vivint records show on December 27, 2023, **************** notified Vivint that her playback was not working, troubleshooting was done, **************** noted that she should have a Smart Drive. Vivint notes show that it was verified that the playback was working on his Driveway and Front yard cameras, **************** noted that she should have playback for free.
With the provided information Vivint offers the above resolution regarding the playback for the cameras. **************** 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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