Vivint Statement to ABC News
When ABC News first contacted Vivint about its investigation, the company declined an on camera interview but provided the written statement posted below. Since ABC News' initial inquiries to Vivint this summer, a company spokesperson told ABC News, "Vivint has received fewer than five complaints from our customers serving in the military. And all of those complaints have been resolved."
"Vivint continues to resolve every complaint received through the BBB. In the past three months, the rate of complaints from our customer base has declined by 43 percent," the spokesperson said.
Vivint is grateful for the service of our military families and the sacrifices they make on our behalf.
In each of the situations brought to our attention by ABC News, a customer support representative misunderstood our Military Policy for moving or canceling service agreements. We are deeply sorry for any frustration this may have caused and we have reached out to these customers to resolve their specific concerns.
As a result, Vivint has taken measures to clarify our Military Policy with our internal customer service teams. We have established a dedicated Military Support Line to provide exceptional service to our military families. We have also posted our Military Policy on the military section of our website. If servicemembers have additional questions, we encourage them to contact our dedicated Military Support team.
Better Business Bureau
As a two-time recipient of the People's Choice Stevie Award for Favorite Customer Service, Vivint is passionate about customer service and takes every complaint seriously. We have proactively resolved all of the customer complaints submitted to the BBB and are proud of our track record. The total number of resolved complaints with the BBB represents less than one percent of our consumer interactions each year. We always encourage customers to contact us directly and we are happy to address their specific concerns.
Attorney General Inquiries
Over the past 13 years, Vivint has occasionally received inquiries from governmental agencies. In each case, we respond to these inquiries and work closely with the agencies to resolve any concerns.