Vivint Smart Home Security

I am highly disappointed with the company because they find every way to allow outsiders to enter by saying that the application is not working or more, all the mishaps and untruths told. Why? Someone other than me as long as they have authority your employees allow to enter, very disappointing. My app can be malfunctioning and it gives place to another entering one’s place of dwelling. I am highly disappointed. I will put it in the news, how you guys authorize personnel like apartment property managers, etc in without getting consent from the owner, very disappointing. I thought that this was a company of integrity with persons of integrity. Please stop giving unauthorized access to anyones apartment without notifying them. They should not be given access. And, if someone is authorized CALL to verify.
I believe that I would prefer to take my money to invest elsewhere

June 15, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 28, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve the concernsVivint’s records indicate that this representative and Ms [redacted] have agreed upon a resolution If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

March 2, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 20, To Whom It May Concern: I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respond Vivint’s position remains that cancellation without penalty is not warranted at this timeIf Mr [redacted] would like to take advantage of the reduced buyout or swapping of equipment, he may contact the representative who has attempted to reach out to him If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me, as long as my balance with Vivant is zero for the address: [redacted] *** Sincerely, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me The saleswoman that came in told me that on top of the days I would have weeks to cancelThe representative is a sour apple in the bunchThe system is great but it is not for me Sincerely, [redacted]

January 13, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, she alleges that she sent in her notice of cancellation in NovemberShe is requesting a refund for the month of JanuaryVivint has no record of her notice of cancellation that was sent in NovemberVivint received her notice of cancellation on December, 17, As such, her account would have officially been cancelled on January 17, However, Vivint has agreed to cancel her account immediately and refund her for December and JanuaryThis amounts to $ [redacted] A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsIf she has any questions, she may contact that representativeIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

November 25, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 19, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] alleges that she had a alarm from her smoke detector that resulted in the fire department showing up at her home when she requested them to not be sentFurther Ms [redacted] alleges that she did not sign a contract that extended for more than two (2) yearsMs [redacted] desires cancellationVivint’s records indicate that on July 26, Vivint did receive an alarm from Ms [redacted] ’s smoke detectorVivint had made contact with Ms [redacted] in an effort to make sure everything was alright, since Ms [redacted] did not have her verbal password the fire department was sent to her homeVivint requires a verbal password with alarm events to ensure that Vivint is speaking with the correct customer, without this verbal password Vivint will dispatch the correct authoritiesFurther, before any equipment was installed in her home Ms [redacted] completed a Pre-Installation survey with Vivint’s Account Creation departmentEvery customer must complete this survey prior to entering an Agreement, if a customer does not complete this survey Vivint will not enter into an Agreement with the customerThe purpose of this survey is to extend the offer that has been made and to verify that the customer understands their commitments to Vivint as outlined in the AgreementMs [redacted] completed this survey on April 19, 2013, she represented that she understood that she was responsible for paying the monthly service fee for the initial term of forty two (42) months.Due to Vivint’s alarm policy and Ms [redacted] representations during the Pre-Installation survey cancellation is not warranted at this timeIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

Tell us why here...July 25, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, Date of Addendum: November 6, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] explains that he does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreementMr [redacted] desires cancellation of his agreement without penaltyAt this time, Vivint has agreed to immediately cancel Mr [redacted] ’s account without penaltyVivint’s records show that on June 17, 2009, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) monthsHowever, Vivint spoke with Mr [redacted] regarding his alarm service on November 6, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr [redacted] agreed Indeed, Vivint read the following statement, after which Mr [redacted] responded affirmatively: You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint Despite the above information, Mr [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because: I did not pay the tax that was adjusted on my last bill because I thought it was ridiculous that I got February tax on my April billThe original February tax was calculated wrong in the first place, which is Vivint's faultIf they are charging us extra on taxes, I hate to think how many other customers are over charged, just to put money in Vivint's pocketI have had billing issues every month since I started with Vivint and I do not believe that this will changeI want my contract cancelled and I wish to be done dealing with this companyI have had to call the company to talk to service representatives at least twice per month to fix over charges or adjust credits that were promised to me Sincerely, [redacted]

March 8, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 14, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this representative and Mr [redacted] have agreed upon a resolutionMr [redacted] was emailed the cancelation confirmationIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

February 10, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 2, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges Vivint has breach the contact by not resolving the technical concern on her systemMs [redacted] desires the cancellation of the account without penaltyVivint maintains its stance in regarding Ms [redacted] accountMs [redacted] represented that she understood and agreed to the initial term of forty-two (42) monthsShe also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that termFurther, Ms [redacted] represented that these terms were clearly outlined on the AgreementIn section 17D of Ms [redacted] agreement it states, “Alarm systems and monitoring service may not always operate properly for various reasons”Vivint has and appointment scheduled for Ms [redacted] to resolve the concern with her doorbell camera on February 10, Cancellation without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $ [redacted] , however Vivint will take 25% off the payoff amount, bringing it to $ [redacted] Alternatively, should Ms [redacted] wish to continue services, Vivint is willing to credit Ms [redacted] ’s account $ [redacted] ; three months of Ms [redacted] ’s service feeIf Ms [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

February 17, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 21, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, Mr [redacted] explains that his system stopped working due to an issue with the 2G cellular network and he experienced issues with scheduling an appointment to get the system fixedMr [redacted] requests a refund of $and cancellation of his account After reviewing Mr [redacted] ’s situation, Vivint is willing to immediately cancel Mr [redacted] ’s accountAdditionally, a refund of $has been issued and will go back in his account within 7-business daysMr [redacted] has no further obligation to Vivint If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

October 1, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 17, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she was misled by a sales representative regarding the terms of her Agreement, and that she actually signed her contract at the end of and not July Ms [redacted] desires cancellation of her agreement without penalty Vivint’s records indicate that Ms [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term Vivint offers a Right of Rescission period of three (3) business days following installation of the system, during which time Ms [redacted] could have cancelled her Agreement after having the time to read it Cancellation of the Agreement without penalty is not warranted at this time.Ms [redacted] has indicated to Vivint that she is moving, and Vivint applied a credit in the amount of $to her billing account, to offset any move fee Alternately, should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $ [redacted] ; however, in an effort to assist Ms [redacted] , Vivint is willing to reduce her payoff amount by 40%, bringing the total payoff amount to $ [redacted] If Ms [redacted] wishes to take advantage of either the move or the reduced payoff, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-#### attention Department - LegalSincerely, Nathan *W***

May 1, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondAfter further review, a Vivint technician verified that Ms [redacted] ’s Vivint equipment had wires that were cutVivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

December 19, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 24, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that his mother was told that she would not have to pay a trip fee for her most recent tech visit; however, she was charged for the visitMr [redacted] requests that Vivint refund his mother for the tech visit Vivint’s records indicate that Ms [redacted] was charged $35.00; as such, Vivint has refunded this amount to go back into her account within 7-business daysVivint apologizes for any undue delay or inconvenience this may have caused If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

August 2, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint ID: [redacted] To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s rebuttal she explains that she is not satisfied with Vivint’s response because Vivint didn’t try and contact her and she did not receive confirmation of her cancellationShe states that the appointment was missed on July 15, to pull the equipmentShe further states that she was told she would receive a full refund of $which she states she has not received.Vivint’s records indicate that Ms [redacted] ’s account was cancelled on July 19, Vivint’s records also show that Ms [redacted] ’s equipment was pulled on July 22, at 6:12PMA Vivint scheduler attempted to contact Ms [redacted] on her primary number on July 21, to confirm her appointment but she did not answerThe rep left a voice mail and contacted the secondary number who was her son, who then confirmed the appointment on July 22, to pull the systemOn July 24, a refund for $was processed to the checking account on fileOn July 25, a legal assistant reached out to Ms [redacted] to go over her Revdex.com complaint but Ms [redacted] did not answerThe Legal representative left her a voice mail with her contact informationA second refund was processed on July 25, for $to the checking account on fileThe same legal representative reached out to Ms [redacted] on August 2, and left a voice mail and also sent her an email.Vivint feels this matter has been resolved to Ms [redacted] ’s satisfactionIf she has any further questions she may contact the representative who has attempted to contact herIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 4, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: October 17, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] explains that she has experienced issues with the equipment working properlyMs [redacted] also states that she does not recall signing a contract with VivintAs such, Ms [redacted] requests that her account be cancelled without penalty.Vivint’s records indicate that prior to the installation of any equipment Ms [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s homeThe purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on October 14, 2016.During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $plus any taxes each month during that term Further, Ms [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Ms***’s representations to ensure that she understood her commitments to Vivint as outlined in the AgreementDue to this termination of the agreement is not warrantedVivint’s records further indicate that Ms***’s account has been canceled due to a lack of paymentIt has been sent to collectionsIn an effort to assist Ms [redacted] Vivint would be able to remove her account from collections and reactivate it if she agrees to continue to pay her monthly payment as stated in the agreementVivint would also send a technician to Ms***’s home to fix/replace any equipment that is not working properly.A Vivint representative has reached out to Ms [redacted] via email in an effort to resolve this issueIf Ms [redacted] has any questions she can contact the Vivint representative who reached out to her directlyIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com:On Wednesday we were contacted by Vivint, Inc and they are going to remove all charges from my account since June, I no longer wish to have their services Per their request, please see the cancellation letter that is being forwarded to them today I guess this resolves this matter I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to me Sincerely, Valerie H***

June 30, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is the process of being resolved to Ms [redacted] ’s satisfactionIf Ms [redacted] has any additional concerns, she may contact Vivint’s representative directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

September 14, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 6, To Whom It May Concern: I have reviewed the response provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this issue has been resolved to Ms [redacted] ’s satisfactionMs [redacted] ’s account has been canceled as of September 14, without any additional feesMs [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer