{"id":"vivint","page":"https://escalate.alexgaoth.com/#/c/vivint","html":"https://escalate.alexgaoth.com/c/vivint/","generated":"2026-10-15","company":{"id":"vivint","name":"Vivint","aliases":["Vivint Smart Home","Vivint LLC","Vivint Security"],"sector":"home_services","website":"https://www.vivint.com","account_url":"https://account.vivint.com","regulators":["ftc"],"notes":"Smart home security company. Vivint says its products are sold exclusively by its own Smart Home Pros or authorized contractors \"through direct-to-home channels\", which includes door-to-door sales. Service is a month-to-month or multi-month subscription; month-to-month agreements are available when equipment is bought upfront, and financed equipment needs a separate agreement with a third-party financing partner. The Vivint Terms of Service (last updated January 29, 2025) say to cancel by calling Customer Service at (800) 216-5232. In 2021 Vivint paid $20 million to settle FTC charges that its door-to-door sales reps misused other people's credit reports to get financing approved.","channels":[{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"id":"main-phone","type":"phone","label":"Vivint main number (shown on the home page, contact page and service promise page)","value":"+1-844-481-8630","purposes":["billing_error","poor_service","refund_request"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"sales-phone","type":"phone","label":"New customers (\"Not a customer? ... call us now to get started\")","value":"+1-855-749-2969","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"chat","type":"chat","label":"Chat with us (on the contact page)","value":"https://www.vivint.com/company/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"},{"id":"support-site","type":"portal","label":"Vivint support site (technical support, account and billing articles)","value":"https://support.vivint.com/s/","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"billing-payments-mail","type":"mail","label":"Mail payments (Vivint Billing)","value":"Vivint: Billing, 62992 Collections Drive, Chicago, IL 60693-0629","notes":"Payment address only. It is not a complaint or cancellation address.","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Arbitration opt-out letter (within 30 days of first agreeing to the Terms)","value":"Vivint LLC, Attn: Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"id":"identity-theft-report","type":"web_form","label":"Report identity theft involving a Vivint account","value":"https://www.vivint.com/legal/idverify","purposes":["billing_error"],"source":"https://www.vivint.com/","last_verified":"2026-10-13"}],"escalation":[{"rung":"frontline","channel":"main-phone"},{"rung":"retention","channel":"cancel-phone","note":"The Terms of Service name this phone line for cancellation. Ask for the cancellation date, any early termination fee and any remaining financing balance, and ask for written confirmation."},{"rung":"written_complaint","channel":"feedback-form"},{"rung":"payment_dispute","note":"Dispute charges after the cancellation takes effect with your card issuer or bank. Financed equipment is owed to the financing partner under a separate agreement."},{"rung":"state_agency","agency_kind":"attorney_general"},{"rung":"arbitration","note":"The Terms of Service require arbitration unless you opted out by letter within 30 days of first agreeing to them, and waive class actions."}],"playbooks":[{"issue":"cancel_service","summary":"Call Vivint Customer Service at (800) 216-5232; cancellation takes up to 30 days, and a multi-month subscription may carry an early termination fee. Within three business days of a door-to-door sale, cancel under the FTC Cooling-Off Rule.","evidence":["Vivint services agreement and any financing agreement","date of sale","cancellation confirmation","bills after the request"],"steps":[{"do":"If a Smart Home Pro signed you up at your home in the last three business days, cancel in writing under the FTC Cooling-Off Rule, postmarked before midnight of the third business day.","note":"See rules/ftc-cooling-off-rule."},{"do":"Otherwise call Vivint Customer Service to cancel. Write down the date, the representative's name and the confirmation number.","channel":"cancel-phone"},{"do":"Ask whether your subscription is month-to-month or multi-month, and what early termination fee and equipment financing balance remain.","channel":"cancel-phone"},{"do":"If you are still billed more than 30 days after the request, dispute the charges and send a written complaint through the feedback form.","channel":"feedback-form"}],"facts":[{"kind":"process","claim":"The Vivint Terms of Service say \"You can cancel a Vivint service or subscription by calling Vivint Customer Service at (800) 216-5232\" and the subscription \"will be cancelled within 30 days of our receiving your request.\"","issues":["cancel_service"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vivint subscriptions are offered \"with a month-to-month term or with a multi-month term\", and each continues until its term ends, the customer cancels it, or Vivint terminates it.","issues":["cancel_service"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vivint says \"Month-to-month service agreements are available when equipment is purchased upfront,\" and \"Without a Vivint services plan, product and system functionality is limited (including loss of remote connectivity).\"","issues":["cancel_service"],"source":"https://www.vivint.com/legal","last_verified":"2026-10-13"}]},{"issue":"early_termination_fee","summary":"A multi-month subscription may carry an early termination fee, and financed equipment stays owed to the financing partner after cancellation.","evidence":["Vivint services agreement","financing agreement","bill with the fee"],"steps":[{"do":"Ask Vivint for the early termination fee in writing and how it was calculated.","channel":"cancel-phone"},{"do":"Read the services agreement you signed for the fee clause and check the amount. Dispute it in writing if it does not match.","channel":"feedback-form"},{"do":"Contact the financing partner named in your financing agreement about the remaining equipment balance."}],"facts":[{"kind":"fee","claim":"The Vivint Terms of Service say \"If you have an active multi-month subscription to a Vivint service, you may have to pay an early termination fee\". The amount is set in the customer's own agreement.","issues":["early_termination_fee"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Financing for Vivint equipment is subject to credit approval by one of Vivint's third-party financing partners and \"requires a separate agreement with the financing partner.\"","issues":["early_termination_fee","cancel_service"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}]},{"issue":"billing_error","summary":"Vivint must notify you of new fees or fee increases before charging them; dispute anything that does not match your agreement.","evidence":["bills","services agreement","any fee notice"],"steps":[{"do":"Compare the bill with your services agreement and any fee notice."},{"do":"Call Vivint or use chat to dispute the charge; get a reference number.","channel":"main-phone"},{"do":"If someone opened a Vivint account or financing in your name, report identity theft to Vivint.","channel":"identity-theft-report"}],"facts":[{"kind":"policy","claim":"The Vivint Terms of Service say \"We will notify you of any new fees or fee increases before they are charged.\"","issues":["billing_error"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}]}],"facts":[{"kind":"policy","claim":"You may opt out of the Vivint arbitration provision by sending a letter to Vivint LLC, Attn. Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043, within 30 days of the day you first agreed to the Terms.","issues":["cancel_service","billing_error"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"On April 29, 2021 the FTC announced that Vivint would pay a $15 million civil penalty and $5 million to compensate consumers to settle charges that commission-only door-to-door sales reps used other people's credit histories (\"white paging\", or adding co-signers without permission) to qualify customers for financing, in violation of the FCRA and the Red Flags Rule.","issues":["billing_error"],"source":"https://www.ftc.gov/news-events/news/press-releases/2021/04/smart-home-monitoring-company-vivint-will-pay-20-million-settle-ftc-charges-it-misused-consumer","last_verified":"2026-10-13"},{"kind":"compensation","claim":"On December 5, 2024 the FTC sent payments totaling nearly $500,000 to 470 consumers harmed by Vivint's misuse of credit reports (average $1,056). Questions go to the refund administrator, Rust Consulting, Inc., at 1-833-472-1996.","issues":["billing_error"],"source":"https://www.ftc.gov/news-events/news/press-releases/2024/12/ftc-sends-payments-consumers-harmed-vivints-misuse-consumer-credit-reports","last_verified":"2026-10-13"}],"known_blockers":["The Terms of Service name only a phone channel for cancellation, so the account holder may need to make the call.","The services agreement and financing agreement are not published; ask the person for their signed copies."],"official_domains":["vivint.com"],"security":{"never_asks":[{"kind":"policy","claim":"Vivint says \"We will never send someone from a manufacturer to inspect or upgrade your system, unless it is a Smart Home Pro.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"kind":"policy","claim":"Authorized Vivint reps wear a uniform and an ID badge with a badge ID number; Vivint says \"If they don't have an ID number, they don't work for Vivint.\" Check the number with the Verify ID tool.","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"People posing as Vivint reps, or reps from other companies, tell customers that Vivint is out of business, has left the area or was sold, ask for access to the system, or push immediate equipment replacement such as claiming the cellular communicator \"isn't working.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-rep-phone","type":"phone","label":"Report unauthorized reps or suspicious activity","value":"+1-800-456-6433","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"id":"report-scam-form","type":"web_form","label":"Report a scam (misconduct by a competitor's sales rep)","value":"https://www.vivint.com/legal/misconduct-form","source":"https://www.vivint.com/legal/misconduct-form","last_verified":"2026-10-13"},{"id":"verify-rep-tool","type":"web_form","label":"Verify a Smart Home Pro by badge ID","value":"https://www.vivint.com/company/verify-rep","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}]}},"playbooks":{"cancel_service":{"company":{"id":"vivint","name":"Vivint","sector":"home_services","website":"https://www.vivint.com","account_url":"https://account.vivint.com"},"issue":{"id":"cancel_service","name":"Cancellation problem"},"playbook_source":"company","summary":"Call Vivint Customer Service at (800) 216-5232; cancellation takes up to 30 days, and a multi-month subscription may carry an early termination fee. Within three business days of a door-to-door sale, cancel under the FTC Cooling-Off Rule.","evidence":["Vivint services agreement and any financing agreement","date of sale","cancellation confirmation","bills after the request"],"steps":[{"do":"If a Smart Home Pro signed you up at your home in the last three business days, cancel in writing under the FTC Cooling-Off Rule, postmarked before midnight of the third business day.","note":"See rules/ftc-cooling-off-rule."},{"do":"Otherwise call Vivint Customer Service to cancel. Write down the date, the representative's name and the confirmation number.","channel":{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}},{"do":"Ask whether your subscription is month-to-month or multi-month, and what early termination fee and equipment financing balance remain.","channel":{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}},{"do":"If you are still billed more than 30 days after the request, dispute the charges and send a written complaint through the feedback form.","channel":{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"}}],"channels":[{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"id":"sales-phone","type":"phone","label":"New customers (\"Not a customer? ... call us now to get started\")","value":"+1-855-749-2969","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"},{"id":"support-site","type":"portal","label":"Vivint support site (technical support, account and billing articles)","value":"https://support.vivint.com/s/","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"billing-payments-mail","type":"mail","label":"Mail payments (Vivint Billing)","value":"Vivint: Billing, 62992 Collections Drive, Chicago, IL 60693-0629","notes":"Payment address only. It is not a complaint or cancellation address.","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Arbitration opt-out letter (within 30 days of first agreeing to the Terms)","value":"Vivint LLC, Attn: Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}],"facts":[{"kind":"process","claim":"The Vivint Terms of Service say \"You can cancel a Vivint service or subscription by calling Vivint Customer Service at (800) 216-5232\" and the subscription \"will be cancelled within 30 days of our receiving your request.\"","issues":["cancel_service"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vivint subscriptions are offered \"with a month-to-month term or with a multi-month term\", and each continues until its term ends, the customer cancels it, or Vivint terminates it.","issues":["cancel_service"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Vivint says \"Month-to-month service agreements are available when equipment is purchased upfront,\" and \"Without a Vivint services plan, product and system functionality is limited (including loss of remote connectivity).\"","issues":["cancel_service"],"source":"https://www.vivint.com/legal","last_verified":"2026-10-13"},{"kind":"policy","claim":"You may opt out of the Vivint arbitration provision by sending a letter to Vivint LLC, Attn. Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043, within 30 days of the day you first agreed to the Terms.","issues":["cancel_service","billing_error"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"ftc-cooling-off-rule","title":"FTC Cooling-Off Rule for door-to-door sales (Rule Concerning Cooling-Off Period for Sales Made at Homes or at Certain Other Locations)","citation":"16 CFR Part 429","jurisdiction":"us-federal","status":"in_effect","summary":"A buyer may cancel a covered door-to-door sale (made at the buyer's home, workplace or dormitory, or at a seller's temporary location such as a hotel room, convention center, fairground or restaurant) until midnight of the third business day after the sale, for any reason. The seller must tell the buyer about this right orally and in writing, give two cancellation forms, and refund all payments within 10 business days of a valid cancellation. Home security systems, alarm monitoring and pest control sold at the door are common examples. State laws may give more rights.","source":"https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help","last_verified":"2026-10-13","points":[{"kind":"limit","claim":"A \"door-to-door sale\" is a sale, lease or rental of consumer goods or services with a purchase price of $25 or more if made at the buyer's residence, or $130 or more if made at other locations, where the seller personally solicits the sale (even if the buyer invited the contact) and the buyer agrees to buy at a place other than the seller's place of business.","issues":["cancel_service","refund_request"],"source":"https://www.law.cornell.edu/cfr/text/16/429.0","last_verified":"2026-10-13"},{"kind":"limit","claim":"The definition excludes sales after the buyer visits the seller's permanent retail store, sales conducted entirely by mail or telephone with no other prior contact, buyer-initiated emergency sales where the buyer gives a handwritten, dated, signed waiver, home repair or maintenance the buyer asked for (extra goods or services sold during that visit are still covered), and sales of real property, insurance and certain securities.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.0","last_verified":"2026-10-13"},{"kind":"deadline","claim":"The seller must give a completed receipt or contract that states, near the buyer's signature, in bold type of at least 10 points: \"You, the buyer, may cancel this transaction at any time prior to midnight of the third business day after the date of this transaction.\" A business day is any calendar day except Sunday and federal holidays, so Saturdays count.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.1","last_verified":"2026-10-13"},{"kind":"process","claim":"The seller must give the buyer two copies of a \"NOTICE OF CANCELLATION\" form and must tell the buyer orally, at the time the buyer signs, about the right to cancel. The seller may not misrepresent the buyer's right to cancel.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.1","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Within 10 business days after receiving a valid cancellation notice, the seller must refund all payments, return any trade-in in substantially as good condition, cancel any negotiable instrument and security interest, and tell the buyer whether it will pick up or abandon any goods left with the buyer.","issues":["refund_request","cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.1","last_verified":"2026-10-13"},{"kind":"deadline","claim":"Under the notice of cancellation form, if the seller does not pick up the goods within 20 days of the buyer's notice of cancellation, the buyer may keep or dispose of them without further obligation.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.1","last_verified":"2026-10-13"},{"kind":"process","claim":"To cancel, sign and date one copy of the cancellation form and mail it to the address given, postmarked before midnight of the third business day. If the seller gave no form, write a cancellation letter postmarked within three business days. The FTC suggests certified mail with a return receipt and keeping a copy. No reason is needed.","issues":["cancel_service"],"source":"https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help","last_verified":"2026-10-13"},{"kind":"process","claim":"Report a seller that does not honor the rule to the FTC at ReportFraud.ftc.gov and to your state attorney general or local consumer protection agency. For a credit card purchase, also dispute the charge with the card company.","issues":["cancel_service","refund_request"],"source":"https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help","last_verified":"2026-10-13"},{"kind":"limit","claim":"The rule does not apply to sellers of automobiles at auctions, tent sales or other temporary locations when the seller has a permanent place of business, or to sellers of arts or crafts at fairs or similar places.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/cfr/text/16/429.3","last_verified":"2026-10-13"}]},{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":2,"points":[{"kind":"policy","claim":"Before obtaining the consumer's billing information, the seller must provide text that \"clearly and conspicuously discloses all material terms of the transaction\".","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"policy","claim":"The seller must provide \"simple mechanisms for a consumer to stop recurring charges\" on the consumer's credit card, debit card, bank account or other financial account.","issues":["cancel_service"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"},{"kind":"process","claim":"A ROSCA violation is treated as a violation of an FTC rule on unfair or deceptive acts or practices, and the FTC enforces ROSCA with its FTC Act powers and penalties. Report violations to the FTC.","issues":["cancel_service","unauthorized_charge"],"source":"https://www.law.cornell.edu/uscode/text/15/8404","last_verified":"2026-10-12"}]}],"not_in_force":[{"id":"ftc-click-to-cancel","title":"FTC \"Click-to-Cancel\" amendments to the Negative Option Rule (2024)","citation":"16 CFR part 425 (2024 amendments, published November 15, 2024)","jurisdiction":"us-federal","status":"vacated","summary":"The FTC's 2024 amendments to the Negative Option Rule (\"click-to-cancel\") were vacated in full by the U.S. Court of Appeals for the Eighth Circuit on July 8, 2025, and never took effect. Do not cite them. For online subscriptions, cite ROSCA (rules/rosca-negative-option) and applicable state automatic renewal laws instead.","source":"https://ecf.ca8.uscourts.gov/opndir/25/07/243137P.pdf","last_verified":"2026-10-12","status_note":"Vacated in full by the Eighth Circuit on July 8, 2025 (Custom Communications, Inc. v. FTC, 142 F.4th 1060). The FTC removed the 2024 text effective February 12, 2026 and restored the pre-2024 prenotification rule. A new rulemaking is only at the ANPRM stage (March 13, 2026), with no proposed text as of 2026-10-12. What remains in force: ROSCA (rules/rosca-negative-option), Section 5 of the FTC Act, and state automatic renewal laws (for example rules/ca-automatic-renewal-law, rules/ny-automatic-renewal-law).","do_not_cite":"This rule is not in force. Do not cite it as current law."}]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"main-phone","type":"phone","label":"Vivint main number (shown on the home page, contact page and service promise page)","value":"+1-844-481-8630","purposes":["billing_error","poor_service","refund_request"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"retention","note":"The Terms of Service name this phone line for cancellation. Ask for the cancellation date, any early termination fee and any remaining financing balance, and ask for written confirmation.","channel":{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"}},{"index":3,"rung":"payment_dispute","note":"Dispute charges after the cancellation takes effect with your card issuer or bank. Financed equipment is owed to the financing partner under a separate agreement.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require arbitration unless you opted out by letter within 30 days of first agreeing to them, and waive class actions."}],"known_blockers":["The Terms of Service name only a phone channel for cancellation, so the account holder may need to make the call.","The services agreement and financing agreement are not published; ask the person for their signed copies."],"security":{"official_domains":["vivint.com"],"never_asks":[{"kind":"policy","claim":"Vivint says \"We will never send someone from a manufacturer to inspect or upgrade your system, unless it is a Smart Home Pro.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"kind":"policy","claim":"Authorized Vivint reps wear a uniform and an ID badge with a badge ID number; Vivint says \"If they don't have an ID number, they don't work for Vivint.\" Check the number with the Verify ID tool.","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"People posing as Vivint reps, or reps from other companies, tell customers that Vivint is out of business, has left the area or was sold, ask for access to the system, or push immediate equipment replacement such as claiming the cellular communicator \"isn't working.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-rep-phone","type":"phone","label":"Report unauthorized reps or suspicious activity","value":"+1-800-456-6433","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"id":"report-scam-form","type":"web_form","label":"Report a scam (misconduct by a competitor's sales rep)","value":"https://www.vivint.com/legal/misconduct-form","source":"https://www.vivint.com/legal/misconduct-form","last_verified":"2026-10-13"},{"id":"verify-rep-tool","type":"web_form","label":"Verify a Smart Home Pro by badge ID","value":"https://www.vivint.com/company/verify-rep","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"reference":1},"verified_from":{"page":24},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Smart home security company. Vivint says its products are sold exclusively by its own Smart Home Pros or authorized contractors \"through direct-to-home channels\", which includes door-to-door sales. Service is a month-to-month or multi-month subscription; month-to-month agreements are available when equipment is bought upfront, and financed equipment needs a separate agreement with a third-party financing partner. The Vivint Terms of Service (last updated January 29, 2025) say to cancel by calling Customer Service at (800) 216-5232. In 2021 Vivint paid $20 million to settle FTC charges that its door-to-door sales reps misused other people's credit reports to get financing approved.","warnings":[]},"early_termination_fee":{"company":{"id":"vivint","name":"Vivint","sector":"home_services","website":"https://www.vivint.com","account_url":"https://account.vivint.com"},"issue":{"id":"early_termination_fee","name":"Early termination fee"},"playbook_source":"company","summary":"A multi-month subscription may carry an early termination fee, and financed equipment stays owed to the financing partner after cancellation.","evidence":["Vivint services agreement","financing agreement","bill with the fee"],"steps":[{"do":"Ask Vivint for the early termination fee in writing and how it was calculated.","channel":{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}},{"do":"Read the services agreement you signed for the fee clause and check the amount. Dispute it in writing if it does not match.","channel":{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"}},{"do":"Contact the financing partner named in your financing agreement about the remaining equipment balance."}],"channels":[{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"id":"sales-phone","type":"phone","label":"New customers (\"Not a customer? ... call us now to get started\")","value":"+1-855-749-2969","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"support-site","type":"portal","label":"Vivint support site (technical support, account and billing articles)","value":"https://support.vivint.com/s/","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"billing-payments-mail","type":"mail","label":"Mail payments (Vivint Billing)","value":"Vivint: Billing, 62992 Collections Drive, Chicago, IL 60693-0629","notes":"Payment address only. It is not a complaint or cancellation address.","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Arbitration opt-out letter (within 30 days of first agreeing to the Terms)","value":"Vivint LLC, Attn: Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}],"facts":[{"kind":"fee","claim":"The Vivint Terms of Service say \"If you have an active multi-month subscription to a Vivint service, you may have to pay an early termination fee\". The amount is set in the customer's own agreement.","issues":["early_termination_fee"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"Financing for Vivint equipment is subject to credit approval by one of Vivint's third-party financing partners and \"requires a separate agreement with the financing partner.\"","issues":["early_termination_fee","cancel_service"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"main-phone","type":"phone","label":"Vivint main number (shown on the home page, contact page and service promise page)","value":"+1-844-481-8630","purposes":["billing_error","poor_service","refund_request"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"retention","note":"The Terms of Service name this phone line for cancellation. Ask for the cancellation date, any early termination fee and any remaining financing balance, and ask for written confirmation.","channel":{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"}},{"index":3,"rung":"payment_dispute","note":"Dispute charges after the cancellation takes effect with your card issuer or bank. Financed equipment is owed to the financing partner under a separate agreement.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require arbitration unless you opted out by letter within 30 days of first agreeing to them, and waive class actions."}],"known_blockers":["The Terms of Service name only a phone channel for cancellation, so the account holder may need to make the call.","The services agreement and financing agreement are not published; ask the person for their signed copies."],"security":{"official_domains":["vivint.com"],"never_asks":[{"kind":"policy","claim":"Vivint says \"We will never send someone from a manufacturer to inspect or upgrade your system, unless it is a Smart Home Pro.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"kind":"policy","claim":"Authorized Vivint reps wear a uniform and an ID badge with a badge ID number; Vivint says \"If they don't have an ID number, they don't work for Vivint.\" Check the number with the Verify ID tool.","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"People posing as Vivint reps, or reps from other companies, tell customers that Vivint is out of business, has left the area or was sold, ask for access to the system, or push immediate equipment replacement such as claiming the cellular communicator \"isn't working.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-rep-phone","type":"phone","label":"Report unauthorized reps or suspicious activity","value":"+1-800-456-6433","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"id":"report-scam-form","type":"web_form","label":"Report a scam (misconduct by a competitor's sales rep)","value":"https://www.vivint.com/legal/misconduct-form","source":"https://www.vivint.com/legal/misconduct-form","last_verified":"2026-10-13"},{"id":"verify-rep-tool","type":"web_form","label":"Verify a Smart Home Pro by badge ID","value":"https://www.vivint.com/company/verify-rep","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"reference":1},"verified_from":{"page":24},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Smart home security company. Vivint says its products are sold exclusively by its own Smart Home Pros or authorized contractors \"through direct-to-home channels\", which includes door-to-door sales. Service is a month-to-month or multi-month subscription; month-to-month agreements are available when equipment is bought upfront, and financed equipment needs a separate agreement with a third-party financing partner. The Vivint Terms of Service (last updated January 29, 2025) say to cancel by calling Customer Service at (800) 216-5232. In 2021 Vivint paid $20 million to settle FTC charges that its door-to-door sales reps misused other people's credit reports to get financing approved.","warnings":[]},"billing_error":{"company":{"id":"vivint","name":"Vivint","sector":"home_services","website":"https://www.vivint.com","account_url":"https://account.vivint.com"},"issue":{"id":"billing_error","name":"Billing error"},"playbook_source":"company","summary":"Vivint must notify you of new fees or fee increases before charging them; dispute anything that does not match your agreement.","evidence":["bills","services agreement","any fee notice"],"steps":[{"do":"Compare the bill with your services agreement and any fee notice."},{"do":"Call Vivint or use chat to dispute the charge; get a reference number.","channel":{"id":"main-phone","type":"phone","label":"Vivint main number (shown on the home page, contact page and service promise page)","value":"+1-844-481-8630","purposes":["billing_error","poor_service","refund_request"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"}},{"do":"If someone opened a Vivint account or financing in your name, report identity theft to Vivint.","channel":{"id":"identity-theft-report","type":"web_form","label":"Report identity theft involving a Vivint account","value":"https://www.vivint.com/legal/idverify","purposes":["billing_error"],"source":"https://www.vivint.com/","last_verified":"2026-10-13"}}],"channels":[{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"id":"main-phone","type":"phone","label":"Vivint main number (shown on the home page, contact page and service promise page)","value":"+1-844-481-8630","purposes":["billing_error","poor_service","refund_request"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"sales-phone","type":"phone","label":"New customers (\"Not a customer? ... call us now to get started\")","value":"+1-855-749-2969","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"chat","type":"chat","label":"Chat with us (on the contact page)","value":"https://www.vivint.com/company/contact-us","purposes":["billing_error","poor_service"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"},{"id":"support-site","type":"portal","label":"Vivint support site (technical support, account and billing articles)","value":"https://support.vivint.com/s/","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"billing-payments-mail","type":"mail","label":"Mail payments (Vivint Billing)","value":"Vivint: Billing, 62992 Collections Drive, Chicago, IL 60693-0629","notes":"Payment address only. It is not a complaint or cancellation address.","source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"},{"id":"arbitration-opt-out-mail","type":"mail","label":"Arbitration opt-out letter (within 30 days of first agreeing to the Terms)","value":"Vivint LLC, Attn: Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"id":"identity-theft-report","type":"web_form","label":"Report identity theft involving a Vivint account","value":"https://www.vivint.com/legal/idverify","purposes":["billing_error"],"source":"https://www.vivint.com/","last_verified":"2026-10-13"}],"facts":[{"kind":"policy","claim":"The Vivint Terms of Service say \"We will notify you of any new fees or fee increases before they are charged.\"","issues":["billing_error"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"You may opt out of the Vivint arbitration provision by sending a letter to Vivint LLC, Attn. Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043, within 30 days of the day you first agreed to the Terms.","issues":["cancel_service","billing_error"],"source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"},{"kind":"policy","claim":"On April 29, 2021 the FTC announced that Vivint would pay a $15 million civil penalty and $5 million to compensate consumers to settle charges that commission-only door-to-door sales reps used other people's credit histories (\"white paging\", or adding co-signers without permission) to qualify customers for financing, in violation of the FCRA and the Red Flags Rule.","issues":["billing_error"],"source":"https://www.ftc.gov/news-events/news/press-releases/2021/04/smart-home-monitoring-company-vivint-will-pay-20-million-settle-ftc-charges-it-misused-consumer","last_verified":"2026-10-13"},{"kind":"compensation","claim":"On December 5, 2024 the FTC sent payments totaling nearly $500,000 to 470 consumers harmed by Vivint's misuse of credit reports (average $1,056). Questions go to the refund administrator, Rust Consulting, Inc., at 1-833-472-1996.","issues":["billing_error"],"source":"https://www.ftc.gov/news-events/news/press-releases/2024/12/ftc-sends-payments-consumers-harmed-vivints-misuse-consumer-credit-reports","last_verified":"2026-10-13"}],"rules":{"in_force":[{"id":"rosca-negative-option","title":"Restore Online Shoppers' Confidence Act (ROSCA) negative option requirements","citation":"15 U.S.C. 8401-8405","jurisdiction":"us-federal","status":"in_effect","summary":"A seller that charges consumers online through a negative option feature (for example an automatic renewal or a free trial that converts to paid) must clearly disclose all material terms before taking billing information, get the consumer's express informed consent before charging, and provide simple mechanisms to stop recurring charges. The FTC enforces ROSCA.","source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12","points_omitted":4,"points":[{"kind":"policy","claim":"The seller must obtain \"a consumer's express informed consent before charging the consumer's credit card, debit card, bank account, or other financial account\".","issues":["unauthorized_charge","billing_error"],"source":"https://www.law.cornell.edu/uscode/text/15/8403","last_verified":"2026-10-12"}]}],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"main-phone","type":"phone","label":"Vivint main number (shown on the home page, contact page and service promise page)","value":"+1-844-481-8630","purposes":["billing_error","poor_service","refund_request"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"retention","note":"The Terms of Service name this phone line for cancellation. Ask for the cancellation date, any early termination fee and any remaining financing balance, and ask for written confirmation.","channel":{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"}},{"index":3,"rung":"payment_dispute","note":"Dispute charges after the cancellation takes effect with your card issuer or bank. Financed equipment is owed to the financing partner under a separate agreement.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require arbitration unless you opted out by letter within 30 days of first agreeing to them, and waive class actions."}],"known_blockers":["The Terms of Service name only a phone channel for cancellation, so the account holder may need to make the call.","The services agreement and financing agreement are not published; ask the person for their signed copies."],"security":{"official_domains":["vivint.com"],"never_asks":[{"kind":"policy","claim":"Vivint says \"We will never send someone from a manufacturer to inspect or upgrade your system, unless it is a Smart Home Pro.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"kind":"policy","claim":"Authorized Vivint reps wear a uniform and an ID badge with a badge ID number; Vivint says \"If they don't have an ID number, they don't work for Vivint.\" Check the number with the Verify ID tool.","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"People posing as Vivint reps, or reps from other companies, tell customers that Vivint is out of business, has left the area or was sold, ask for access to the system, or push immediate equipment replacement such as claiming the cellular communicator \"isn't working.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-rep-phone","type":"phone","label":"Report unauthorized reps or suspicious activity","value":"+1-800-456-6433","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"id":"report-scam-form","type":"web_form","label":"Report a scam (misconduct by a competitor's sales rep)","value":"https://www.vivint.com/legal/misconduct-form","source":"https://www.vivint.com/legal/misconduct-form","last_verified":"2026-10-13"},{"id":"verify-rep-tool","type":"web_form","label":"Verify a Smart Home Pro by badge ID","value":"https://www.vivint.com/company/verify-rep","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"reference":1},"verified_from":{"page":24},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"context":{"dossier":true,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"Smart home security company. Vivint says its products are sold exclusively by its own Smart Home Pros or authorized contractors \"through direct-to-home channels\", which includes door-to-door sales. Service is a month-to-month or multi-month subscription; month-to-month agreements are available when equipment is bought upfront, and financed equipment needs a separate agreement with a third-party financing partner. The Vivint Terms of Service (last updated January 29, 2025) say to cancel by calling Customer Service at (800) 216-5232. In 2021 Vivint paid $20 million to settle FTC charges that its door-to-door sales reps misused other people's credit reports to get financing approved.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"main-phone","type":"phone","label":"Vivint main number (shown on the home page, contact page and service promise page)","value":"+1-844-481-8630","purposes":["billing_error","poor_service","refund_request"],"source":"https://www.vivint.com/company/contact-us","last_verified":"2026-10-13"}},{"index":1,"rung":"retention","note":"The Terms of Service name this phone line for cancellation. Ask for the cancellation date, any early termination fee and any remaining financing balance, and ask for written confirmation.","channel":{"id":"cancel-phone","type":"phone","label":"Vivint Customer Service (cancellation line named in the Terms of Service)","value":"+1-800-216-5232","purposes":["cancel_service","early_termination_fee","billing_error"],"notes":"The Terms of Service say a subscription \"will be cancelled within 30 days of our receiving your request.\"","source":"https://www.vivint.com/legal/terms-and-conditions","last_verified":"2026-10-13"}},{"index":2,"rung":"written_complaint","channel":{"id":"feedback-form","type":"web_form","label":"Vivint service promise feedback form (\"Let us know how we can do better\")","value":"https://www.vivint.com/company/ceo-promise","purposes":["billing_error","poor_service","cancel_service","refund_request"],"access":"open","notes":"The page title is \"CEO Promise\" but the page does not say feedback goes to the CEO, and it states no response time.","source":"https://www.vivint.com/company/ceo-promise","last_verified":"2026-10-13"}},{"index":3,"rung":"payment_dispute","note":"Dispute charges after the cancellation takes effect with your card issuer or bank. Financed equipment is owed to the financing partner under a separate agreement.","rules":["fcba-billing-error","efta-reg-e"]},{"index":4,"rung":"state_agency","agency_kind":"attorney_general","agencies":"Ask for the person's state, then call find_regulators."},{"index":5,"rung":"arbitration","note":"The Terms of Service require arbitration unless you opted out by letter within 30 days of first agreeing to them, and waive class actions."}],"security":{"official_domains":["vivint.com"],"never_asks":[{"kind":"policy","claim":"Vivint says \"We will never send someone from a manufacturer to inspect or upgrade your system, unless it is a Smart Home Pro.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"kind":"policy","claim":"Authorized Vivint reps wear a uniform and an ID badge with a badge ID number; Vivint says \"If they don't have an ID number, they don't work for Vivint.\" Check the number with the Verify ID tool.","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"known_scams":[{"kind":"policy","claim":"People posing as Vivint reps, or reps from other companies, tell customers that Vivint is out of business, has left the area or was sold, ask for access to the system, or push immediate equipment replacement such as claiming the cellular communicator \"isn't working.\"","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}],"report_phishing":[{"id":"report-rep-phone","type":"phone","label":"Report unauthorized reps or suspicious activity","value":"+1-800-456-6433","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"},{"id":"report-scam-form","type":"web_form","label":"Report a scam (misconduct by a competitor's sales rep)","value":"https://www.vivint.com/legal/misconduct-form","source":"https://www.vivint.com/legal/misconduct-form","last_verified":"2026-10-13"},{"id":"verify-rep-tool","type":"web_form","label":"Verify a Smart Home Pro by badge ID","value":"https://www.vivint.com/company/verify-rep","source":"https://www.vivint.com/company/verify-rep","last_verified":"2026-10-13"}]},"credibility":{"grade":"A","primary_share":0.976,"sources":{"primary":40,"reference":1},"verified_from":{"page":24},"last_verified":"2026-10-13","oldest_verified":"2026-10-13","stale_items":0,"explanation":"Grade A (high: almost everything comes from official pages read directly). 98% of 41 sources are the organization's own pages or government sites.","dossier_last_verified":"2026-10-13"},"dossier":{"title":"Vivint — how complaints actually go","last_verified":"2026-10-13","file":"dossiers/vivint.md","markdown":"## In short\n\nVivint sells through its own reps who come to the home, so if you signed at home in the last three business days, cancel under the FTC Cooling-Off Rule by mail. After that, cancel by calling Vivint Customer Service at (800) 216-5232; it can take up to 30 days, a multi-month subscription may carry an early termination fee, and financed equipment stays owed to the financing partner. Opt out of arbitration by letter within 30 days of signing if you want to keep court options. A real Vivint rep always has a badge ID number.\n\n## How complaints actually go\n\n- The Terms of Service (last updated January 29, 2025) say \"You can cancel a Vivint service or subscription by calling Vivint Customer Service at (800) 216-5232\" and that it \"will be cancelled within 30 days of our receiving your request.\" [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n- General help is 844.481.8630, chat on the contact page, or the \"service promise\" feedback form; the form gives no response time. [Vivint contact us](https://www.vivint.com/company/contact-us), [Vivint service promise](https://www.vivint.com/company/ceo-promise)\n- Vivint says its products are sold exclusively by Smart Home Pros or authorized contractors \"through direct-to-home channels.\" [Vivint: verify a Smart Home Pro](https://www.vivint.com/company/verify-rep)\n- Disputes go to individual arbitration with a class action waiver unless you sent an opt-out letter to Vivint LLC, Attn: Legal Department - Arbitration, 3401 Ashton Blvd, Lehi, UT 84043, within 30 days of first agreeing to the terms. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n\n## What tends to work\n\n- Cancel within three business days of a home sale under the FTC Cooling-Off Rule; the seller must refund all payments within 10 business days of a valid cancellation. [16 CFR 429.1](https://www.law.cornell.edu/cfr/text/16/429.1), [FTC: Cooling-Off Rule](https://consumer.ftc.gov/articles/buyers-remorse-ftcs-cooling-rule-may-help)\n- If equipment is bought upfront, a month-to-month service agreement is available, which avoids a multi-month term. [Vivint legal](https://www.vivint.com/legal)\n- Vivint must notify you of any new fees or fee increases before charging them; a fee that appears without notice is a billing dispute. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n\n## Traps and fine print\n\n- \"If you have an active multi-month subscription to a Vivint service, you may have to pay an early termination fee\"; the amount is in your own agreement. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n- Equipment financing is a separate agreement with a third-party financing partner, so cancelling Vivint service does not end the financing. [Vivint Terms of Service](https://www.vivint.com/legal/terms-and-conditions)\n- Without a Vivint services plan, product and system functionality is limited, including loss of remote connectivity. [Vivint legal](https://www.vivint.com/legal)\n\n## By the numbers\n\n- On April 29, 2021 the FTC announced that Vivint would pay a $15 million civil penalty and $5 million for consumers to settle charges that commission-only door-to-door reps used other people's credit histories to qualify customers for financing. [FTC press release, April 29, 2021](https://www.ftc.gov/news-events/news/press-releases/2021/04/smart-home-monitoring-company-vivint-will-pay-20-million-settle-ftc-charges-it-misused-consumer)\n- In December 2024 the FTC sent nearly $500,000 to 470 consumers from that case, an average of $1,056; the refund administrator is Rust Consulting, Inc., at 1-833-472-1996. [FTC press release, December 5, 2024](https://www.ftc.gov/news-events/news/press-releases/2024/12/ftc-sends-payments-consumers-harmed-vivints-misuse-consumer-credit-reports)\n\n## Scams that target customers\n\n- People posing as Vivint reps, or reps from other companies, say Vivint is out of business, has left the area or was sold, ask for access to the system, or say a part such as the cellular communicator \"isn't working\" and must be replaced now. [Vivint: verify a Smart Home Pro](https://www.vivint.com/company/verify-rep)\n- Vivint says \"We will never send someone from a manufacturer to inspect or upgrade your system, unless it is a Smart Home Pro,\" and \"If they don't have an ID number, they don't work for Vivint.\" Check the badge ID with the Verify ID tool or call 1-800-456-6433. [Vivint: verify a Smart Home Pro](https://www.vivint.com/company/verify-rep)\n- If a debt collector contacts you about a Vivint account you never opened, report identity theft to Vivint. [Vivint contact us (links to the identity theft report at vivint.com/legal/idverify)](https://www.vivint.com/company/contact-us)\n"},"guide":{"key":"home_services","title":"Home security and pest control — how complaints work","last_verified":"2026-10-13","file":"guides/home_services.md","page":"https://escalate.alexgaoth.com/#/guides/home_services"}}