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
- 7,927 total complaints in the last 3 years.
- 2,727 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:05/11/2025
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 vivint salesman talk me into trying their home safe system for 3 days. If you cancel within the 3 days you're supposed to be refunded and the system be picked up. No one came to pick up the system which was never hooked up and so now I'm being charged ******* because the system has been here longer than the 3 days. Not by my choice. I have made several attempts calling them and talked to many people about picking it up but I still have it and am being charged full price.
Business Response
Date: 05/19/2025
May 19, 2025
Better Business Bureau of Utah
3703 W 6200 S
**************, **** 84129
RE: Consumer Complaint Case #: 23314424
Complainant: ****** Andres
Vivint Account #: ********
Date of Agreement: 5/2/25
To Whom It May Concern:
I have reviewed the information provided by ************************** appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a resolution has been agreed upon. Vivint cancelled ******************** on 5/13/25. Vivint agrees to refund ****************** line of credit once the Vivint equipment has been removed from her home. Ms. ****** may contact Vivint or Vivints representative directly to schedule the technician to remove her equipment or if she has any other questions or concerns regarding this matter.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, attention Department 160 Legal.
Sincerely,
Vivint LegalInitial Complaint
Date:05/11/2025
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.
Nature of Complaint: Mis***resentation of Contract Terms and Failure to Honor Agreement I initially contacted Vivint on Friday, 03/07/25, and was assigned to a *** named ******. During our communication, ****** assured me I qualified for Vivints Premium Move Plan. She explicitly stated that: - Vivint would pay off the remaining balance on my previous system. - I would not owe any remaining charges on the old contract. - I would receive new equipment at my new residence with a month-to-month agreement. - I did not receive a contract until the day the installer arrived at my home. When I asked about the disc***ancies (particularly regarding the previous equipment payoff), I was told this must be a backend clause the technician would not have access to.Based on Jennies assurances, I agreed to move forward. However, I later discovered I was still being charged for the previous system, despite her clear statements and the extensive time I spent on calls verifying this arrangement.Attempts to Resolve the Issue:- Multiple phone calls to Vivint between 03/14 and 04/18, totaling over 2.5 hours (specific timestamps and durations available During these calls, I was told ****** had made an error and that her promise to pay off the previous equipment was not valid. Her call notes and call recording confirmed promising exactly what I had understood I was told a supervisor would follow up with me. No supervisor ever called me back.I was falsely promised this benefit, misled, and pressured into a service agreement under false pretenses. I am now being held responsible for a financial obligation I was told would be removed.Resolution Sought: I am requesting that Vivint honor the original terms ****** promised:Full payoff and closure of the previous contract and equipment balance.Confirmation of a month-to-month agreement at the new residence.Refund of any payments charged in contradiction to the promised Premium Move Plan.Business Response
Date: 05/20/2025
May 20, 2025
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 23314410
Complainant: ********* Taylor
Vivint Account #: ********
Date of Agreement: 09/02/2021
To Whom It May Concern:
I have reviewed the information provided by Ms. *************** appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. *************** a resolution has been agreed upon. At this time, Vivint has agreed to forgive the previous Citizen's Line of Credit, as Vivint's record show this was promised to Ms. ************************** ****** 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 - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/10/2025
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'm a nurse living 75 miles away from my home. I purchased security cameras from this company on April 5,2025 the company charges 4,000 . The camera only work for a week, i called them expressing how I couldn't see current motion around my home and how important it was to me because I work so far away. The same thing continues, no change with the service. I don't feel i should pay for services im not receiving and asked them to remove this from my credit profile and pick up their equipment.Business Response
Date: 05/19/2025
May 19, 2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** **********
Vivint Account #: ********
Date of Agreement: 4/5/25
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 she is having issues with her equipment and desires to return the equipment and cancel.
Vivint’s records indicate that Ms. ********** signed a Purchase and Services Agreement (Agreement) on 4/5/25with an initial term of sixty (60) months which states that “During the warranty period, Vivint will, in its sole discretion, either repair, replace, or refund a defective covered product free of charge and will also provide free on-site repair, replacement, and installation service for 120 days from the installation date for covered products that require professional installation. However, you must call Vivint first and try to resolve your problem over the phone.”
Vivint’s records indicate that on 5/2/25, Ms. ********** called and requested to cancel her service. She did not wish to troubleshoot and stated she only wanted to cancel. Vivint’s records indicate that on 5/5/25, Ms. ********** was given 2 free months of monitoring. Vivint’s records indicate that on 5/16/25, Ms. ********** had a technician out who made sure her issues were resolved. Vivint’s records indicate that Ms. ********** has not contacted Vivint since 5/16/25.
A representative from Vivint has reached out to Ms. ********** in an effort to resolve this matter. Cancellation without penalty is not warranted. However, in a gesture of goodwill, Vivint agrees to the following resolution. In addition to the 2 free months of monitoring Ms. ********** has received, Vivint agrees to apply an additional 2 free months of service and to schedule a free technician to resolve her equipment issues. Ms. ********** may contact Vivint or Vivint’s representative directly to schedule a technician to resolve her equipment issues or if she has any further questions or concerns.
If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.
Sincerely,
Vivint LegalCustomer Answer
Date: 05/19/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** **********Initial Complaint
Date:05/10/2025
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.
Got the security service in 2022 and within the first week had issues that are still present to this day despite many calls to customer service and the initial tech stating the service calls were free Im now being told are $100 each despite having to hard wire my security system, now being told that cameras stopped working so to my fridge being in the way and needing an extender, sales **** showing up at my door stating everything is out of date and I need a newer system yet the newer system is the same cameras I bought in 2022. **************** constantly promises calls back from supervisors then nothing or they hang up on ***** alarms go off randomly or at delays by 5-0 mins, house randomly unlocks or showsLocked but isnt. Anytime I say Im going to cancel or contact an attorney if not addressed, security system works for 3-6 weeks then the cycle repeats. Im paying for a service and multiple cameras that barely work 1/2 the time if that. Theyd r ALWAYS offline and Im always calling or chatting with customer service or rebooting tj system and changing our brand me batteries. Just this week already, Ive had to boot the system three times!!!The sales man who sat up system is the one who said to put the system cameras hub etc where they were placed for the best service with no issues. So we placed where he said yet here we are almost 3 years later same issues same crappy service same crappy cameras and no resolve! Just running in circles. This is my last and FINAL attempt to get Vivint to make to make things right. I either want my system docs finally once and for all without adding three more extenders etc or my account canceled at no cost to me and the last 15 months of all the service charges credits back to my bank or a check written as I have not had the services promised and that Im paying for. I have multipleScreenshots of conversations with customer service as well as pics of him and app and doors not working or contradicting each other.Business Response
Date: 05/19/2025
May 19, 2025
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 23312061
Complainant: ***** *****
Vivint Account #: *******
Date of Agreement: 7/25/2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ************** appreciate the opportunity to respond.
In the complaint, Ms. ***************** she would like System Fixed or account cancelled & reimbursed for the last 15 months.
Vivints records indicate that Ms. ***** signed a Purchase and Services Agreement (Agreement) on 7/25/2022. Vivints records show on 07/26/2022.
On July 26, 2022, the Ms. ********************** a false alarm and an issue with the outdoor camera plug. On September 19, 2023, Ms. ******************* that the door lock wasnt locking when arming the system but was unable to continue the call due to time constraints. On October 27, 2023, the indoor camera went offline, though troubleshooting resolved the issue. On July 3, 2024, the Ms. ******************* that the system was often offline and doors would randomly unlock; Ms. ***** declined a two-month credit offer to cover the trip fee and declined the Vivint Protection Plan, stating she would call back. That same day, Ms. ***** called back to troubleshoot an issue where the camera was not showing clips or events on her phonetroubleshooting failed, and a software ticket was submitted. A follow-up for the software ticket, on July 12, 2024 was unsuccessful as the customer did not answer. On October 13, 2024, the door locks failed to unlock, prompting a panel reboot. On December 21, 2024, the Ms. ****************** in about recurring issues with the cameras and panel, claiming problems occurred every quarter; Ms. ******************* a $20 credit. Later that day, during a supervisor call, Ms. ******************** frustration over the recurring issues, and a technician was scheduled at no charge. On January 4, 2025, the cameras were hard lined to the internet and the doorbell was reset. On February 2, 2025, Ms. ******************* a frozen panel and declined a free FSP visit. On March 6, 2025, the doorbell camera, outdoor camera, and PLC were replaced. On May 2, 2025, Ms. ***** called again about recurring door lock and app communication issues; a Z-Wave repeater was offered, and a Technician was scheduled with a credit to cover the trip fee. A supervisor was requested, but the customer did not answer the return call. On May 14, 2025, Ms. ***************** to dispute a trip fee charge and was promised a credit that was not applied. Finally, on May 16, 2025, the door lock was replaced due to ongoing issues.
A Vivint representative has attempted to reach Ms. ************* assist with this matter via phone and email. After reviewing the account, ********************** agrees to Issue a credit to cover the Trip fee charged on 05/16/2025.
Ms. ***** was Offered 2 options:
4 months free monitoring & a Technician sent out to replace the panel at no additional cost.
If above offer is declined, Vivint offers to cancel Ms. ************ account and waive the contract buyout. Ms. ***** would only be responsible for any remaining equipment charges. Vivint would not backdate this request, and this resolution would release Ms. ***** from any further obligations to Vivint.
To resolve this matter, Vivint agrees to the resolution as stated above. Ms. ************** contact Vivints representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/09/2025
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 a reliant customer and ******************** offers free services for home cameras as long as you are a customer. they took ***** from my daughter ******* Shorts banking account with no approval and stated it was a mistake. This happened on 4/29 and still have not reimbursed her. Her account went into negative for the 34$ for in sufficient funds. The supervisor gave her a case number and assured it would be refunded. I'm a 68 year old man who needs monitoring, so my daughter ******* set up the cameras to monitor me from wandering.This has put a strain in our relationship. Why would they take my daughter money out of her bank account and won't return it. Please help and also post on your website, How they have treated their veteran/elder. I can't afford to pay my daughter the money back.Business Response
Date: 05/19/2025
May 19, 2025
Better Business Bureau of Utah
3703 W 6200 S
*******************************;
RE: Consumer Complaint Case #: 23311062
Complainant: **** *****
Vivint Account #: ********
Date of Agreement: March 29, 2025To Whom It May Concern:
I have reviewed the information provided by Mr. ************** appreciate the opportunity to respond.
A Vivint representative has reached out to Mr. ************** a resolution has been agreed upon. At this time, Vivint has agreed to credit and refund the amount that was charged. Mr. ***** 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: **************, ******************** -Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 05/24/2025
Complaint: 23311062
I am rejecting this response because: The company never reached out to me, I reached out to them and was given the run around, A refund doesn't compare to your non chalant reps and how many times I was told, I should be receiving it. No one can explain why they took money out of my account, when their services are free as long as you're a reliant customer. You can't imagine 99$ disappearing out of your account and that's all you had and was then charged for insufficient funds, with Mothers day approaching.
Sincerely,
**** *****Initial Complaint
Date:05/09/2025
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 May 5, 2025 a salesperson named ****** approached me in regard's to switching my security system for my home. I was told multiple times false information. Once the system was installed the battery for the system was dead. I was unable to access the security system properly. I called the Vivint the next day to remove and cancel my service for their security system. Each time I called I was on hold for over an hour. I was told that it would take seven days to thirty days to resolve my cancellation on multiple occasions without any written notice. Currently I would like to have my service completely canceled. And have been unable to get a resolution.Business Response
Date: 05/19/2025
May 19, 2025
Better Business Bureau of ****
3703 W 6200 S
**************************
RE: Consumer Complaint Case #: 23309914
Complainant: ****** ******
Vivint Account #: ********
Date of Agreement: 12/31/2024
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to cancel and refund Ms. ****** account. Ms. ****** may contact Vivints representative directly if she has any questions or concerns regarding this matter. Ms. ****** has no further obligation to Vivint.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **************************************, or fax number: **************, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/09/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
we had an agreement to upgrade and add some equipment and as part of that they extended our contract as part of the agreement and upgrade. twice the didnt show up when scheduled so we called to cancel everything and they did. apparently they are trying to hold us to this contract even though they did not deliver anything to us whatsoever. we called back and even spoke with a manager that gave us his ID number and everything and said it would be resolved. it hasnt been. then called back and talked to another manager and gave them the name and ID of the previous one and they found the recording from the call and was going to review it and contact us. they never have and we are apparently still under contract and they are trying to charge us over 400 dollars for something they did not fulfill.Business Response
Date: 05/19/2025
Better Business Bureau of Utah
3703 W 6200 S
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** and ****** ********
Vivint Account #: *******
Date of Agreement: 7/8/2020
To Whom It May Concern:
I have reviewed the information provided by Mr. ******** and appreciate the opportunity to respond.
In the complaint, Jeremy states that the company failed to deliver the promised equipment and missed two appointments, prompting Vivint to cancel the upgrade and contract, which a manager confirmed would be resolved. Despite this, they continue to enforce the contract and demand over $400, even after acknowledging the issue and failing to follow up as promised. They desire modification or discontinuance of their contract.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement on 7/8/2020. Vivint’s records show that on September 6, 2024, the customer accepted a 24-month save offer, but multiple work orders were canceled, and the upgraded equipment was never installed. Despite the installation appointment being canceled and never rescheduled, the customer's Line of Credit was still activated. By September 10, 2024, the location was deemed unserviceable, and no new equipment was provided. On October 28, 2024, the customer reported being promised both a refund and cancellation of services, which have yet to be fulfilled, prompting their request to cancel and close the account or receive a refund.
A Vivint representative has reached out contacted Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint agrees to cancel their account as a month-to-month account if that is what they desire.
To resolve this matter, Vivint agrees to the resolution as stated above. Mr. ******** may contact Vivint’s representative with any questions or concerns they may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** *****, or fax number: (**** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsCustomer Answer
Date: 05/20/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
****** ********Initial Complaint
Date:05/08/2025
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.
April 2025 I contacted Vivint customer service with questions about my billing. I noticed my payment was a slight higher than normal. The customer service representative told me that it was because of a service I just added to my account. I explain that I did not add anything ( protection plan) because I already had it, and to delete any additional plans that is listed. And that I will review my original contract and call back. On today 5/8/25 I called and spoke with Ivy around 8:30am ET, to inform her of my findings and that I did already have the protection plan on my contract i was informed that the prior rep provided me with wrong information. Ivy stated that my 3 month DVD playback trial term had ended and that was the reason for the billing change. And that she would have to have her Supervisor adjust the cost of the plan back to the original cost and that she would call me back in 2 hours. So at 1:30pm ET since I did not receive a callback I called Vivint and spoke to Win who stated that there was nothing they could do regarding adjusting the cost since it was deleted. I ask to speak to a supervisor but she was unable to locate one. I explained that this was unacceptable since I was given the wrong information from there rep and I requested a callback from the supervisor today. And now it’s 5:55pm ET and No one from Vivint called me back. I am requesting your help with this matter. It is not fair that I have to pay for Vivint employee mistake. I am requesting my service back free of charge due to all the frustration I have been experiencing with this company or 3 months free before returning to my original contract cost.Business Response
Date: 05/23/2025
5/23/25
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******* ******
Vivint Account #: ********
Date of Agreement: January 18, 2025
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
A Vivint representative has reached out to Ms. ****** and a resolution has been agreed upon. At this time, Vivint has agreed to add her Vivint Protection Plan back onto her account at the equivalent price it was originally and add a free DVR Playback to the account. Ms. ****** may contact Vivint’s representative directly if Ms. ****** 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: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/08/2025
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.
Their representative came to our home and told us if we did an upgrade on our system it would lower are monthly payment, it would remove the 1st loan payments done we would not be using the equipment and we would pay $29 a month instead of $63 a month on me equipment. When both banks charged me. When I called they told me they would cancel my service but I have to pay both banks. But they were sorry their employee misinformed me.Business Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ****** ********
Vivint Account #: ********
Date of Agreement: 9/3/2021
To Whom It May Concern:
I have reviewed the information provided by Ms. ******** and appreciate the opportunity to respond.
In the complaint, Ms. ******** states Vivint's representative came to her home and told her if she did an upgrade on her system it would lower her monthly payment, it would remove the 1st loan payments, as she would not be using the equipment and she would pay $29 a month instead of $63 a month on her equipment. When both banks charged her, Ms. ******** called Vivint to cancel & states she was told she would have to pay both banks. But they were sorry their employee misinformed me.
Vivint’s records indicate that Ms. ******** signed a Purchase and Services Agreement (“Agreement”) on 9/3/2021. Vivint’s records show Ms. ******** upgraded her cameras on 04/01/2025. We do not see any notes or proof of being informed the Citizen's loan would be forgiven.
A Vivint representative has attempted to reach Ms. ******** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer forgiveness on Ms. ********'s Citizen's Line of Credit, pending account verification and acceptance by the customer.
To resolve this matter, Ms. ******** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ******** may contact Vivint’s representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********* Attention Department - Executive Resolutions
Sincerely,
Vivint Executive ResolutionsInitial Complaint
Date:05/08/2025
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.
April 15th Vivint Salesperson named **** came to my house to sale house security. I initially stated to him that I am already in a contact with Frontpoint Security and I am almost done with them and I was not planning to do anything with security after I am done. Then as we were going thru the sales information he explained they can pay out my contract and that they can help me get more for my money. As we were going thru what he can give me I asked if this was going to be a loan. He stated no and I stated I am not able to deal with a loan and I do not want anything on my credit report. He handed me the tablet only for my social security but I stopped and stated why would you need my social. Its starting to sound like a loan. He stated they are only pinging my account once and want to see your payment history and thats it. As he stated that this was not and I had a Vivint Technician there as my proof which I am still in contact with because I am still trying to get this resolved. He stated he will give me a 2 week trial and if i dont like it to reach back to him and he will reimburse me my 22 dollars and recollect the equipment. I received a letter from Fortiva that they were a retail card and Bank of Missouri a week later stating they can report to the credit bureau and I reached out to to him about this issue. He claimed again it will not report to the credit bureau and that is just advertisement from the Bank but just stated thats how much the equipment cost but at the moment I did not get anything from my credit karma. Then the very next day I received a notification stated I have an account and it was actually a retail card. This conversation started on April 15 but the issue arose on April 26. I called Customer Loyalty at Vivint to try to get this resolved all last week and I have been thru customer service I was able to close my Fortiva but Vivint just needs to reverse the equipment transaction but they are refusing because they cannot break accountBusiness Response
Date: 05/23/2025
May 23, 2025
Better Business Bureau of Utah
**** * **** * **** **** ***** **** *****
RE: Consumer Complaint Case #: ********
Complainant: ******** ******
Vivint Account #: ********
Date of Agreement: 4/15/2025
To Whom It May Concern:
I have reviewed the information provided by Mr. Christian and appreciate the opportunity to respond.
In the complaint, Ms. ****** states On April 15, a Vivint salesperson named **** visited customers home to sell a security system, despite ****'s initial statement that Ms. ****** was finishing a contract with Frontpoint and not interested in a new service. **** claimed Vivint could pay off Ms. ****** 's existing contract and assured her there would be no loan or credit impact, but later Ms. ****** discovered a Fortiva retail credit account had been opened in her name, which was reported to the credit bureau. Despite contacting Vivint and closing the Fortiva account, Vivint has refused to reverse the equipment transaction, citing account restrictions.
Vivint’s records indicate that Ms. ****** signed a Purchase and Services Agreement (“Agreement”) on 04/15/2025.
Vivint’s records show Ms. ****** completed all of the documents on her personal device. These documents included the application for Fortiva & cited the trial period several times. In addition, Ms. ****** did not have any further proof of an extended trial period. We contacted **** & he confirmed the 3-day trial period.
A Vivint representative has attempted to reach Ms. ****** to assist with this matter via phone and email. After reviewing the account, Vivint is prepared to offer the trial period cancellation with full refund, pending account verification and acceptance by the customer.
To resolve this matter, Ms. ****** may contact Vivint’s representative to proceed with the proposed resolution. Ms. ****** may contact Vivint’s representative with any questions or concerns he may have.
If you have further questions or concerns regarding this response, please respond to either our mailing address: **** ***** *** ***** ****** **** ****** ** *** ******* ***** ********, Attention Department - Executive Resolutions
Sincerely,
Vivint Executive Resolutions
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