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
- 7,974 total complaints in the last 3 years.
- 2,757 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:10/05/2022
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 purchased the security system in May after speaking with an agent and advising I had a promo code for 3 months at 19.99 and free installation. The agent told me he had a better code for 4 months free monitoring and free installation. I took that offer he helped me select equipment and set up installation of it. Two months go by and the first week of August I get a unpaid balance message I call in the rep states you have a 350.00 balance I state how she states I have the equipment of 250.00 and 100.00 in monitoring charges. I state my promo about 4 months free and the agent she states they have to verify with the agent.She asks do I have any emails about it I state yes and email Vivint the emails regarding the the promo code for free monitoring she states she received them and a adjustment will be made and to only worry about the equipment charge of 250.00. September comes and I get a disconnection text for the alarm system. I immediately call in ask what is my current balance? The gentleman tells me 400.00!!! I ask how he states un paid monitoring charges I state the whole story over again. The gentleman reads the notes states he needs to talk to the loyalty dept comes back and advises me the 120.00 to monitoring will be credited due to the promo I was given to start and to not worry about any disconnect text going forward. Here we are October and my service has been disconnected completely. I call in and ask what happen and why the credits were not applied spoke to 3 different people gave the story 3 times asks for supervisors and no one would provide one and only said I would be called to have this resolved. I received no calls from anyone the only thing I was told was I would have to pay a 315.00 reinstatement fee since my service was disconnected. In no way is that right or good customer service if I am disconnected due to adjustments not being made like they said they would be. Now I am being charged 315.00 for a disconnection that was not my fault.
Business Response
Date: 10/12/2022
October 12, 2022
Better Business Bureau of Utah
**** * **** *
Salt Lake City, Utah 84129
RE: Consumer Complaint Case #: ********
Complainant: ****** ******
Vivint Account #: *******
Date of Agreement: 5/25/2022
To Whom It May Concern:
I have reviewed the information provided by Ms. ****** and appreciate the opportunity to respond.
In her complaint, Ms. ****** explains that her account was supposed to be issued a credit of 4 free months in addition to free installation. However, it amounts were never issued and her account was then sent to collections.
Vivint’s records confirm that Ms. ****** should have received a credit of 4 months in addition to free installation. As such, Ms. ******’s account should not have been sent to collections.
In an effort to assist Ms. ******, Vivint has agreed to reactivate Ms. ******’s account and issue the proper credits to her account. A representative has contacted Ms. ****** via email to schedule an appointment for the panel reactivation.
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:10/05/2022
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 purchased a Vivant security system for over $300 which I was led to believe was for the equipment that I installed myself for a rental property. With that I have been paying for a monthly subscription that I clearly said was a short term deal because my plan was to sell the property once I had it prepared. Upon calling Vivant today because the property has been sold, I was told I entered into a 4 year contract and I still owe them over $800!! I was NOT made aware of these terms of purchase when I signed up for Vivant. I will NEVER use VIVANT again and HIGHLY recommend others to AVOID VIVANT with thier SCAM MARKETING!!! THEY SUCK!Business Response
Date: 10/11/2022
October 11, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18172485
Complainant: *********************
Vivint Account #: *******
Date of Agreement: February 21, 2022
To Whom It May ***************** have reviewed the information provided by ************** and appreciate the opportunity to respond.
In her complaint, ************** states that she purchased a Vivint system for over $300. She states that she was led to believe that was for the equipment, which she installed herself. ************** states that she has been paying for her monthly subscription, which she thought was a short-term agreement. ************** states upon calling Vivint she was told that she entered a four (4) year contract and owes over $800. ************** claims she was not made aware of this information when she signed her agreement. ************** desires a refund.
A Vivint representative has attempted to contact ************** via email in efforts to resolve this matter. Vivint offers cancellation of the agreement without penalty. Vivint does require return of the equipment with this offer.
Vivints records indicate that ************** agreed to a term of forty-two (42) months in a phone conversation on February 21, 2022. Records indicate that ************** requested that cancellation of her account October 5, 2022, where she was educated on the cancellation process and buyout for her contract.
With the listed information above Vivint offers to provide cancellation without penalty upon receipt of the equipment. ************** 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 LegalCustomer Answer
Date: 10/11/2022
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, however I no longer have the window or door sensors as they were left behind in the property sold in haste. I am happy to return all of the other equipment.What is the impact of not having the door and window sensors.
Sincerely,
*********************Initial Complaint
Date:10/05/2022
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 cancelled my membership from Vivent home security in May 2022. I was not charge for 5 months, after checking my bank account ****** started auto drafting my account again. I called to remind them that we cancelled the membership, and they said I had started it the membership again. I have had countless problems with this company, when I cancelled the service, it was because the equiptment did not work, the app did not work and they would not send a tech to come out and correct the problem. Instead they wanted me to upgrade everything so I would be locked into a 5 year agreement. I was on a month to month agreement and when I called in I wanted to know why they raised my monthly rate from $22 to $45 dollars a month. I was fed up and wanted to cancel my service, which at that time they did. Now they are starting to auto draft again on my bank account. Can you all help me.Business Response
Date: 10/11/2022
October 11, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18172407
Complainant: *********************
Vivint Account #: *******
Date of Agreement: April 16, 2013
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
In his complaint, **************** states that he cancelled his account in May 2022. **************** states he was charged again recently. **************** states he experienced unresolved equipment issues. **************** desires a refund and cancellation of his account.
A Vivint representative has reached out to **************** in order to assist. Vivint agrees to cancel Mr. ******* account and refund the payments made in September and October. **************** may contact Vivints representative directly if he has any questions or concerns regarding this matter.
Vivints records show that **************** signed a Purchase and Services Agreement on April 16, 2013. Vivints records indicate that **************** sent a notice of cancellation on April 8, 2022. Vivints records indicate that a Vivint representative reached out to **************** on April 14, 2022 and April 28, 2022 to offer a reduced monthly rate, a month to month Agreement, and two (2) months of services. Vivints records indicate that **************** contacted Vivints representative on April 29, 2022 and accepted this offer.
Despite the validity of this offer, Vivint agrees to the above resolution. **************** 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:10/05/2022
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 August 25, 2022, I ordered a new home security system from Vivint Security. I was told that on September 5th, a Vivint technician would be at my location to install the home security system I had ordered, but no one ever came, nor had anyone contacted me. As a result, on September 9th, I called Vivint to cancel my service in full immediately. I was told to send an email to Vivint to confirm my cancellation, so I did so right away. I did not have internet service as of September 10th up to October 4th. When my internet returned, I saw online that my service had not been cancelled. I emailed Vivint to request another cancellation on October 4th, and called them several times only to be told that they can not cancel my service because it had surpassed the trial period. They charged me $155.00 for the equipment and an additional $50.00 monthly for monitoring service. I never opened the box of equipment because the technician never came. I made it clear that I did not want the system and I wanted a refund for what I had been charged. I contacted Vivint well before the trial period ended, but they currently do not want to honor the return and cancellation. This system was never installed and never connected to the monthly service. The trial period should have started once the system was connected, but it started regardless of if it had been installed or not.Business Response
Date: 10/12/2022
October 12, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18171577
Complainant: Tuesday *******
Vivint Account #:*******
Date of Agreement: 8/25/2022
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 send ****************** a pre-paid shipping label, cancel and refund her 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 LegalCustomer Answer
Date: 10/17/2022
Complaint: 18171577
I am rejecting this response because I will not return the product until the refund has been issued to me. Once I receive the refund, I will contact you to close the case and return the item. Please keep this case open until I receive the full refund. Thank you and have a nice day.
Sincerely,
Tuesday *******Initial Complaint
Date:10/05/2022
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 8/12 I was approached by a representative from Vivint to upgrade my security system from 2G to 5G. I told him I had Northstar equipment. He said Vivint supplied equipment for Northstar, and they were doing the upgrade to 5G.Soon after, I received an email from Northstar that we had a connection problem. I called them and told them what happened. I was told my account had been poached. And that I needed to contact Vivint and ask for a buyout for the 6 months remaining on my Northstar contract: 6 months at $41.86, totaling $251.16. That way, I wouldnt be paying for service to 2 different companies for that 6 months.On 9/19, I called Vivint and requested a buyout. I was told I would receive a form via email. I didnt receive that form.On 9/22, I called Vivint and told them I didnt get the form and I was told I would be contacted by the Buyout Team within 24 hours. That didnt happen.I called again and was told I would have to make my buyout request online. I went to the *** they gave me, but when I put in my name and account number I got a message saying there was no account associated with that information. There was a phone number listed on the site to call for help.On Sat, 10/1, my daughter called that number and was told there was no account associated with my account number, address, or phone number in their system. We were given a different phone number to call, but told those offices wouldnt be open until Monday morning.On Mon, 10/3, we called that number and were told our case was being escalated to the buyout team and we would get a call from them within 24 hours. That didnt happen.On the website it says you have to make your claim for a buyout within 60 days of installation. I think this stalling is to get outside that 60 days.I was told by the man that installed the system that I should call him if I had any issues. I have tried to call him repeatedly and get his voicemail, but the mailbox is full and you cant leave a message.Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18171522
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: August 12, 2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** and a resolution has been agreed upon. At this time, Vivint has agreed to provide a check of $251.16 to cover the buyout of the NorthStar contract. **************** 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:10/05/2022
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.
One of the worst mistakes *** ever made was contacting this company for a quote. The 1st off shore rep I spoke with said they couldnt give me a quote over the phone but that a tech could come in person and they would give me pricing at that time. On 8/16/22 the tech ****** came over and quoted me a price of almost ***** I immediately refused. ****** called their cancellation ***** and let them know I wanted to cancel the rep asked to speak with me, he 1st tried to offer me a discount I still refused he then told me I can just try the services out for 10 days and cancel if I didnt want to keep it. I called within those 10 days to cancel and was told the cancellation is only allowed within 3 days. I called customer service and asked them to pull the call they said they were unable to hear the call. This company is full of crooks they dont tell you that also open a credit account in your name for the equipment without your knowledge which is against the law. I just heard they had lawsuits against them for this same situation and they have a track record of doing this to others. Even though I was told on a recorded line that I could cancel within 10 days, they still refuse to honor that. *** called multiple times and asked for corporate and each time Im hung up on. This company should not be allowed to operate with these type of business practices. I will be contacting the office of consumer affairs in addition to the BBB.Business Response
Date: 10/11/2022
October 11, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18169011
Complainant: *******************************
Vivint Account #: *******
Date of Agreement: August 16, 2022
To Whom It May ***************** have reviewed the information provided by ****************** and appreciate the opportunity to respond.
In her complaint, ****************** states she was told she was not willing to accept the cost of the equipment. ****************** states that she contacted Vivint and was offered a cancellation period of ten (10) days. ****************** states that she called within ten (10) days and was unable to cancel. ****************** states that she was not told about the line of credit for the equipment. ****************** desires a refund.
A Vivint representative has reached out to ****************** in order to assist. Vivints representative is willing to assist ****************** with this matter. ****************** may contact Vivints representative directly if she has any questions or concerns regarding this matter.
Vivints records show that ****************** signed a Purchase and Services Agreement on August 16, 2022 with a right of rescission period of three (3) business days. Vivints records indicate that ****************** contacted Vivint on August 16, 2022 and Vivints representative applied a discount to ****************** account. Vivints records indicate that ****************** contacted Vivint thirteen (13) days later about cancellation of her account on August 29, 2022 claiming she had fifteen (15) days to cancel. Vivint performs a survey prior to the installation in order to ensure that each customer understands and agrees to the terms and conditions of the Agreement. Vivints records show that ****************** participated in this survey on August 16, 2022. Vivints records show that Vivint stated that ****************** qualified for a line of credit with Citizens with a 0% APR and asked if this was correct. Vivints records indicate that ****************** answered Yes in response.
Vivints representative is willing to assist. ****************** 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:10/04/2022
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On May 12, 2022 I contacted Vivint via email and requested that my account be cancelled effective immediately. On May 13, 2022 I received an email from Vivint stating that my cancellation request had been summitted. On May 17, 2022 I made a follow-up telephone call to Vivint verifying that my account was closed and that I would no longer be billed. However, Vivint continued to deduct $51.47 from my checking account on May 26, June 28 and July 26 for a total of $154.41. After realizing that I had been improperly billed, I called Vivint on August 22, 2022 and was told that I was under some type of contract until August 2022. After being on the phone for over an hour with a customer service representative and speaking with someone who said they were a "supervisor" without a clear answer of resolution, I hung up frustrated. On September 7, 2022, I called to advised Vivint that I never signed a contract and was told by their representative that only the equipment had to be paid for and that was paid for i full. At this time I ask that I am refunded the amount of $154.41, which was improperly charged.Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau of *************************************************************************** 84129
RE: Consumer Complaint Case #: 18167838
Complainant: *************************
Vivint Account #: *******
Date of Agreement: August 25, 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 provided a refund of $102.94 a refund for the months of June and July 2022. ****************** 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: 10/13/2022
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:10/04/2022
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 have had nothing but trouble with the system since I got it. I have had it for two years. They have come out and sent new cameras. The cameras still do not work. I called them today (I can&#**;t call the cameras up on the app.). I called them today to cancel; they won&#**;t cancel until I have paid for equipment that doesn&#**;t workBusiness Response
Date: 10/13/2022
October 13, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18167678
Complainant: *************************************
Vivint Account #:*******
Date of Agreement: 9/30/2020
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 cancel Ms. ************** account and loan without penalty. ****************************** 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:10/04/2022
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 applied to have service with this company and was quoted ***** dollars for install since the equipment was already in house. They came and not only charged me ***** but also took an additional ****** out of my account. I have called them numerous times and they acknowledged their mistake but refuse to put my money back in my account saying its coming and still have not paid it back. Im calling every other day with the same excuse that my refund is coming and yet will not put it back in my account. I have been given the run around and just want my money put back that I did not authorize for them to take.Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau of ****
*************************************************************** 84129
RE: Consumer Complaint Case #: 18165006
Complainant: ***************************
Vivint Account #:*******
Date of Agreement: 9/22/2022
To Whom It May ***************** have reviewed the information provided by **************** and appreciate the opportunity to respond.
A Vivint representative has reached out to **************** regarding her concerns.Vivint has issued **************** the refund of $212.94. **************** 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:10/04/2022
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.
Called Vivint on 10/2/2022 to cancel no real complaint except the equipment wasnt working they offered to send out a technician to fix the camera and I agreed. The technician came out was very nice but broke the thermostat by taking it offline and then I was not able to get ac even though my ac is not broken. I called tech support who then told me a technician would be out the next day. When I called the scheduling department I was lied to and they had not scheduled an appointment- meanwhile the house was getting up to ************************************* the house was overheating at night. I called the next day and still no technician available. They offered to pay me back for an hvac technician to come out but since nothing is wrong with the hvac only the thermostat they couldnt fix the problem unless I replaced the thermostat with a no Vivint thermostat. I want an apology from the company and I want to be able to cancel with no penalty since the technician broke the thermostat and potentially caused damage to the hvac equipment.Business Response
Date: 10/10/2022
October 10, 2022
Better Business Bureau of ****
3703 ********
**************, **** 84129
RE: Consumer Complaint Case #: 18164363
Complainant: ***************************
Vivint Account #: *******
Date of Agreement: July 17, 2019
To Whom It May ***************** have reviewed the information provided by ******************** and appreciate the opportunity to respond.
In her complaint, ******************** states that she called Vivint on October 2, 2022, to cancel the services due to equipment not working. She states that she agreed to have a technician come out to fix the issues. ******************** states that the technician broke her thermostat, causing her to have no AC. ******************** states that she called technical support and was told that a technician would be out the next day. ******************** states that she was lied to, and the appointment was never set. She states her home was reaching up to 100 degrees. ******************** states that she was told by Vivint that they would reimburse her to have an **** technician come out to resolve the issue, she states that this would not resolve the issue as the **** is not broken. ******************** desires an apology from Vivint and cancellation without penalty.
A Vivint representative has attempted to contact ******************** via email in efforts to resolve this matter. Vivint has provided a technician who has resolved the issue. Vivint attempted to contact ******************** to verify the issue is in fact resolved and to see if there is anything more that is needed.
Vivints records indicate that ******************** signed a Purchase and Services Agreement (Agreement) on July 17, 2019. In section 5 of this agreement, it states that Vivint will repair or replace any defective part of the system. Vivint will provide service as soon as possible during normal business hours. Records indicate that it was offered that Vivint would reimburse ******************** to have an **** technician come out and repair/ replace the thermostat, which she refused. Records indicate that a Vivint technician has gone out and resolve the thermostat issue.
With the listed information above, Vivint shows that the issue has been resolved, but does offer with any other concerns regarding this matter. ******************** 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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