Complaints
This profile includes complaints for Vivint Smart Home's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 8,361 total complaints in the last 3 years.
- 2,970 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:09/11/2023
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.
Vivint is a joke. A scam, and something needs done about it. They came to us, august 16th, 2023 speaking a good came. I listened. Promised they would pay off out old ADT contract $55 down to get it all started. Vivint gives this rep $1500.00 anything over he personally pays so I call on the 18th and get pay off amount. $1700.00 I called & text my rep with the number he provided asking where to send my payoff amount Fake number. Voice mail isnt his name..I called Vivint 3 times a week. Complaining. Buyout peoples side doesnt even see me as a customer nor do I have an account, ********************** people saying my rep has to set my account upSooooooooo, they said theyd contact him he didnt answer.. so they said they escalated the problem talked to another person the ****th time, I sent him(customer service ) videos of proof from ADT ring doorbell of the rep saying allllll of this!!!!!They arent sure they can count that, VIVINT CANT EVEN GET AHOLD OF ******* OR HIS MANAGER!!!!!!!! I cannot even see my billing in my account because its not set up, havent heard from this customer service rep, since *** sent him all the proof, of the videos of the rep telling us his promise. Pictures of text thread sent to the false number, (didnt know at the time) asking where to send buyout. I spoke to a customer service rep who said they needed proof of the rep saying all of this. So I provided it , and they said 72 hours they would have an answer and get back with us, NOTHING. I think we are going to cancel our cards, and maybe get a lawyer or something. This is wrong and no one is doing anything about it .
Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20589127
Complainant: ***********************
Vivint Account #: ********
Date of Agreement: August 16, 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 schedule a Smart Home Professional to remove the equipment. Once removed, Vivint will proceed with a full cancellation of the monitoring service agreement, a full refund of the equipment line of credit, and a refund of all payments made directly 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:09/11/2023
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.
May of 2023 I was approved by Vivint Smart Home to finance my new cameras. I was supposed to have my contract extended for five years or financing per the rep on the phone. After the approval via phone where the rep took my social security number and all of my personal information, she then scheduled installation of my new cameras. The representative also followed up with me to make sure that my cameras were installed properly. I validated again with the representative who assured me my financing and terms were approved. She also had her supervisor on the phone who validated with me that I was approved to receive my new cameras with no upfront costs. I was told that my balance would be 60.66 each month and my payments would resume the following month. However, the next month my balance was over $2000, the only thing Vivint did was adjust off the installation fee and one month but kept the total balance due. I am still dealing with being billed over two thousand dollars with a threat of disconnect. I have been transferred over and over with promises that my account wil be updated. They have the call, I have spoken with supervisors on multiple occasions. This has been going on since May. I want my account adjusted properly so that I can pay my monthly service as I have since 2015. I want an executive to have eyes on this issue and hold the people accountable who have been responsible for my account being mishandled. My next step is to contact an attorney.Business Response
Date: 09/19/2023
Tell us why here...
9/19/2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: **** ******
Vivint Account #: *******
Date of Agreement: 5/30/2016
To Whom It May Concern:
I have reviewed the information provided
by Ms.
****** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this
time, Vivint has processed her financing application and the equipment is now
under a Vivint line of credit. Additionally, Vivint has waived the overdue
balance to further assist with the inconvenience this has caused. Ms. ****** may
contact Vivint’s representative directly if she has any questions or concerns
regarding this matter.
If you have further questions or concerns regarding this response,
please respond to either our mailing address: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/11/2023
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.
Misleading, sales deception, harassment and false business practicesBusiness Response
Date: 09/19/2023
September 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******** *********
Vivint Account #: *******
Date of Agreement: August 12, 2020
To Whom It May Concern:
I have reviewed the information provided
by Ms. ********* and
appreciate the opportunity to respond.
In her complaint, Mr. ********* states that the sales
representative was deceptive, misleading, and made false promises. Ms.
********* desires to be refunded.
A Vivint representative has attempted to reach out to Ms. *********
regarding this matter via email. After reviewing the account, Vivint agrees to
remove the account from collections leaving the account closed, however, Ms.
********* will remain responsible for any balance remaining on the equipment
line of credit.
Vivint’s records indicate that Ms. ********* signed a Purchase and Services
Agreement (“Agreement”) on August 12, 2020.
Vivint’s records show that the account was written off on November 29,
2022. February 223, 2023, Jacob called,
was informed the account was cancelled, then the call was disconnected.
To resolve this matter, Vivint agrees to the resolution as stated
above. Ms. ********* may contact Vivint’s 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: **** ***** *** ****, Provo, Utah
84604, or fax number: ###-###-####, attention Department 160 – Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/11/2023
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 started out as buyer's remorse, but that is the least of my fury at this point. I got myself under contract with Vivint shortly after I opened my first brick and morter business in 2019. Within six months, I knew that the security tech they had provided simply wasn't working well in my business. Things were constantly broken. Getting service to my business was a nightmare. I was always on the phone with them. After about of year of this, I simply took the system off the wall and told them I was willing to give it all back. They informed me that until my contract was done, the only way to get out of it was to pay it off in full, which I could not do. So, I continued to pay them every month. FINALLY, a couple of years later, I had paid off my contract. Once again, they demanded I write a formal email saying that I wanted to be done with Vivint for good. I sent it, under the impression that this would end the nightmare. I've just seen my statements, though. I've been charged, every month ever since, using one card or another on file. I have once alerted BoA to stop them from charging their card again. I've called Vivint again and resubmitted AGAIN the formal email. I demand a refund and something to be done that would force them never ever to steal like this from their customers again.Business Response
Date: 09/19/2023
September 19, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ******* *****
Vivint Account #: *******
Date of Agreement: February 5, 2019
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 within six (6) months she noticed that the equipment in her business was not working well. She states trying to get someone to service in her business was a poor experience. Ms. ***** states after about a year she took the system down and offered to return it. She states Vivint explained that the only way to cancel the contract would be to pay everything in full. Ms. ***** states she has paid off her contract and Vivint is demanding that she send a formal email requesting cancellation. She states Vivint continues to charge her. Ms. ***** desires a refund.
A Vivint representative has attempted to contact Ms. ***** via email in efforts to resolve this matter. Vivint has cancelled the account Effective December 28, 2022 and has sent a refund of $520.78. Ms. ***** can expect the refund to arrive within the next five (5) business days.
Vivint’s records indicate that Ms. ***** signed the Purchase and Service Agreement (“Agreement”) on February 5, 2019. Records show on October 25, 2021 Ms. ***** requested cancellation due to the business closing, notes show she rejected all of Vivint’s offers. March 11, 2022 Ms. ***** made a cancellation request due to system issues. Notes show that she was provided with the buyout amount. Ms. ***** noted that she would pay once it could be afforded. December 14, 2022 Ms. ***** noted that her account should already be cancelled. Ms. ***** refused all offers made. December 28, 2022 Ms. ***** notified Vivint that she paid off the equipment line of credit and notes show that Ms. ***** was directed to send in the required Notice of Cancellation to cancel the account. February 13, 2023 Ms. ***** reported that the account should have been cancelled months ago and was again directed to send in the Notice of Cancellation. September 11, 2023 Ms. ***** reported that the account should be cancelled and that she was still being charged.
With the provided information Vivint cancelled the account and provided a refund. 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:09/11/2023
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.
Was talked into getting by a Vivint saleman's. Was told nothing about the $3000 line of credit that was going to go on my credit. Told the guy we wore not on the lease and this was temporary. The land lord of the home asked for us to leave because we are not on the occupancy permit. We are now in a hotel and have been trying to cancel with Vivint but have been getting nowhere. We feel we have been bamboozled.Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20586928
Complainant: *************************
Vivint Account #: ********
Date of Agreement: July 13, 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 cancel the remainder of the monitoring service agreement, however,**************** will remain responsible for the remaining balance on the equipment line of credit. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
If you have further questions or concerns regarding this response,please respond to either our mailing address: *************************************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:09/11/2023
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 were a customer of ********************** for 5 years. The panel in died in April so I called them and they offered a replacement panel for free (in order for us to sign another contract with them). I agreed. The technician came out and told us that the panel wouldn't work with the other equipment and that Vivint refused to comp the other equipment so we refused.I called to cancel and the agents (of course) offered more deals. They offered a payoff plan if we bought all the equipment. I refused. Then the phone call was so long I told them I'd call back. When I did call back to cancel, they offered another $650 off and said it would be 5 months, $135 to pay off the equipment and then the monthly bill, totaling around $180. I asked for it via email and they sent it, and I agreed. (Unfortunately I trusted them and didn't keep the email, but I have been told repeatedly that they have it on my notes.)When I got my first bill, it was over $300. I have been calling since then, hours at a time. They pulled the phone call and confirmed the offer, but refuse to do anything about it. They call daily wanting payment. At this point, I think it's on purpose as I have called ***** times and each time was told they would honor the offer but the bill has not changed.Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 20586502
Complainant: **********************;
Vivint Account #: *******
Date of Agreement: June 2, 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 apply a $650 credit to the Vivint billing account. **************** 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:09/11/2023
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.
January of 2019 I had a sales team knock on my door and promised me the sun the moon and stars with their security system. I worked with ********* and someone he was training, sadly I cannot remember her name at this time. But, lets just say, as others have mentioned, I was very much pushed/scared into purchasing the system I had. I was promised a $200 gift card would be mailed to me to apply towards my first few payments on my equipment, that never showed up despite multiple phone calls to Vivint. Additionally, I was sold a doorbell under the idea that it would be able to catch motion and video of my car that was parked about 12 ft from my doorbell. I was told that it would help catch anyone trying to mess with my vehicle. Long story short, my complex did in fact have car break-ins and my doorbell didn't catch a thing! I never should have been sold this doorbell under the context that it could help "protect my vehicle" as ********* claimed it would. The doorbell worked more within 4 feet rather than the ***** ft that I needed it for. It was virtually useless to me as I needed it for parking issues and to **** against theft. It did neither. On top of equipment that flat out under performed, I ended up selling the home that had this system to help my parents. I nearly lost my father in January of 2023 and had to sell my home and move in with my elderly parents to help care for them. I tried to cancel my services on multiple phone calls, sent a letter and emailed, yet I still got charged the monthly service along with equipment I no longer have access to. The new home owners at first wanted it and then changed their minds. By the time they said something I had already relocated due to the urgency of my parent's health circumstances. Vivint has been absolutely terrible to try and deal with. I finally went to my bank and showed them my cancellation back up and opted to say the charges are fruadulent. I will not pay for services I do not use! Cancel my contract!Business Response
Date: 09/15/2023
September 15, 2023
Better Business Bureau of ****
**** **************************************************************
RE: Consumer Complaint Case #: 20586398
Complainant: *************************
Vivint Account #: *******
Date of Agreement: January 8, 2021
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
A Vivint representative has reached out to ************** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel the monitoring service agreement effective April 3, 2023, when the notice of cancellation was received, however, ************** will remain responsible for any balance remaining on the equipment loan with Citizens. ************* 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: 09/15/2023
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:09/11/2023
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.
Vivint called stating they can lower our payment by $10. If we added two more cameras to our ones we already have now, however nothing was mentioned that there was a cost to the two additional cameras that they installed. They stated that they would call us back within 48 hours and speak to us once they done their investigation however, no one has called us back the 48 hours has now turned into two weeks and still no resolution I have heard that they have done this to many people we want to call so the camera is removed and them to come and get their system out of our house ASAP We no longer want their service because they have done us wrong in the past. And they still continue to do it today. I told them this was strike three I no longer wanted their service. The amount is still showing up as balance due. No one told us and we want it removed and we want our account closed and canceled with them ASAP. If you have any further questions, please feel free to reach out to me. You can send me a text email or call if I do not answer please leave a voicemail. I definitely will return your call.Business Response
Date: 09/18/2023
9/18/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20586281
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 9/12/2019
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In her complaint, **************** explains that she was offered new cameras with a $10 monthly fee increase. **************** was charged for the cameras and is now requesting cancellation.
To assist ****************, Vivint is willing to either have the cameras removed, waive the balance and cancel the account or waive the balance of the cameras and **************** can keep the service.
A representative has contacted **************** via email to discuss a resolution to her concerns.
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:09/11/2023
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.
On November 1, 2019, I began my job at ********************* as the Excellence in Banking Director. I left my job as Chairman, President and CEO of the ******************** ********, ***** region. I lived at ****************** in Hereford and had a Vivint Alarm system that was installed in 2014. ********************* **** my successor bought my home and we called Vivint and they agreed to transfer the billing to him as he would keep the equipment. We did exactly as instructed and he is still with Vivint today. In June 2023, a collection was filed in the amount of $551.79 with the credit bureau's by ******************** who received the collection from Landmark, who received the collection from Vivint. Vivint never closed out my account even though they made the transfer to ********************* ****. Vivint has never missed receiving payment for their service at 127 liveoak since 2014. I have spent over 3 hours only to be run in circles even though Vivint acknowledges the debt is not owed. My credit score has dropped from my perfect 850 to around 780 and I could let this roll off in a couple of years, but their behavior is wrong, both morally and in my opinion legally. Given this experience and their response to me trying to do the right thing, I believe you will find countless other people that Vivint is trying to fraudulently collect money from. I look forward to visiting with anyone about this manner.Take care.****Business Response
Date: 09/18/2023
9/18/2023
Better Business Bureau of ****
**** ********
**************, **** 84129
RE: Consumer Complaint Case #: 20586261
Complainant: ***********************
Vivint Account #: *******
Date of Agreement: 11/27/2019
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
A resolution has been agreed upon. At this time, Vivint has agreed to close the account with collections. ****************** has no further obligation to Vivint. ****************** may contact Vivints representative directly if 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:09/11/2023
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.
On 8/16/23 we were approached about installing a Vivint system. We agreed and had the equipment installed same day. We were never informed the total cost of equipment just the monthly cost. Right after installation we realized our front door lock that was installed was defective, half of the keypad buttons did not work. They said they’d send someone out the following Tuesday. Now on 9/11/23 this issue still has not been resolved, our total cost is four THOUSAND dollars, our cameras glitch and freeze not capturing what we need them to capture and Vivint will not allow us out of the contract even though they have provided us with a faulty system. This is a breach of contract on their end for not providing the promised services and equipment as well as a prime example of predatory lending.Business Response
Date: 09/18/2023
September 18, 2023
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: ********
Date of Agreement: August 16, 2023
To Whom It May Concern:
I have reviewed the information provided by Mr. ****** and appreciate the opportunity to respond.
In his complaint, Mr. ****** states that on August 16, 2023 he was approached about the Vivint system. He stated he agreed to have the equipment installed the same day. Mr. ****** states he was never informed of the total cost of the equipment, only the monthly price. He states he noticed that some of the equipment was faulty right after installation. Mr. ****** states he was told someone would be out the following week. He states on September 11, 2023 the issues have still not been resolved. Mr. ****** states Vivint refuses to cancel despite providing faulty equipment. Mr. ******. Desires cancellation.
A Vivint representative has attempted to contact Mr. ****** via email in efforts to resolve this matter. Vivint offers a technician free of charge to address the system issues Mr. ****** is experiencing.
Vivint’s records indicate that Mr. ****** signed a Purchase and Service Agreement (“Agreement”) on August 16, 2023. Records show on September 11, 2023 Mr. ****** notified Vivint of the doorbell camera issues he was having. Mr. ****** was offered a technician and declined. Mr. ****** at that time requested the cancellation of his account and was informed he would need to pay off the equipment before he could cancel. Records show that Section 5.2 of the Agreement states “On-site services are only available after you have contacted customer service at ###-###-#### to attempt to resolve your needs over the phone and are only available to install equipment that requires professional installation.”
With the information that has been provided Vivint offers a technician free of charge. Mr. ****** 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 Legal
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