Vivint Smart Home Security

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: May 7,...

2013          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] states that he sent Vivint a written 30-day notice of cancellation and that he is out of his contract term, but that Vivint continues to bill him and says that he agreed to a renewal of the contract over the phone.  Mr. [redacted] desires cancellation of his service and automatic payments immediately.  At this time, to assist Mr. [redacted], Vivint agrees to reduce the remaining balance of his Agreement by 55%.  Should Mr. [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $481.76; however, with this discount the total payoff amount would be $216.79.  Vivint’s records indicate that Mr. [redacted] signed an Agreement on May 7, 2013 with an initial term of sixty (60) months.  Mr. [redacted] did not extend the term of his Agreement over the phone, but his initial term has not been fulfilled at this time and that is why Vivint continues to charge his monthly service fees. Vivint is not currently drafting Mr. [redacted]’s payments automatically.Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time; however, if Mr. [redacted] wishes to take advantage of the reduced payoff explained above, he may contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: June 29, 2017           To...

Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he cancelled his account within his Right of Rescission time frame but has not received his refund.A representative from Vivint has recently attempted to contact rescission via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to rescission’s satisfaction. Vivint’s records show that a refund check for $160.54 was sent to Mr. [redacted] on August 17, 2017. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, 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.I am truly saddened that Vivint a company I did business with for so many years wasn't able to confirm or deny that I was never  told on multiple occasions that I wasn't in a contract by their representatives and that they are willing to result in such  forceful response.   I think you had no choice once you reviewed all the information and realized how many mistakes your organization made. I appreciate you taking responsibility and doing the right thing.
Sincerely,
[redacted]

September 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: January 19, 2016           To Whom It May Concern:In her rebuttal, Ms. [redacted] again states that she stopped making her monthly payments because Vivint could not resolve her problems with the system.  Ms. [redacted] further states that Vivint went to her city hall and said that she had a working alarm system when she did not, and that the city has now fined Vivint.  Ms. [redacted] states that she refuses to pay Vivint and that Vivint gave her credits for 6 months when her system did not work.Vivint maintains its position. Ms. [redacted]’s account has been transferred to an outside collections agency, and she may settle the balance with them if she wishes.  Vivint sent multiple technicians to address Ms. [redacted]’s problems, and Vivint applied multiple credits and installed additional free equipment in Ms. [redacted]’s home in an effort to resolve her concerns.Vivint continuously monitored Ms. [redacted]’s system from installation until the service was deactivated due to non-payment.  Any report of the system working during this time would be accurate as the system was being monitored by Vivint’s central station (regardless of the status of any home automation equipment).  Vivint will not void Ms. [redacted]’s Agreement and cannot offer any other solution as her account is in collections. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: June 5, 2017           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] explains that she tried to cancel during her Right of Rescission time frame because of some confusion with canceling her old security company. As such, Ms. [redacted] requests that her account be cancelled without penalty.  A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] Vivint can cancel the account without any charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment and if she will mail the $400.00 check to the Vivint representative who reached out to her. After the technician has removed the equipment and the check has been received the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, 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.
My family cannot express enough gratitude for all efforts made to resolve all issues with Vivint.  We thank you so much for your timely response and services.A legal assistant with Vivint stated by telephone on November 30, 2017, that not only will I be reimbursed for the damages created by a Vivint technician, by a contractor of my choice, but that we are finally allowed to cancel all services with Vivint, without paying a penalty, which we will hold Vivint accountable for.  Effective immediately, our Vivint contract has been terminated, and all Vivint equipment will be removed on December 17, 2017. We are incredibly thankful to no longer be paying for Vivint services that we are not receiving.The Vivint legal assistant was very clear, understanding, and submitted documentation regarding my damaged front door frame and cancellation agreement.  We apologize that it took months of hassle and a Revdex.com Complaint to finally resolve all issues. Sincerely,[redacted] We hope that all of this is behind us. 
Sincerely,
[redacted]

June 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: June 12, 2013           To Whom It...

May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has had difficulty canceling her account. As such, Ms. [redacted] requests that her account be cancelled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been cancelled as of June 28, 2017. Ms. [redacted] no longer has any obligation to Vivint. Ms. [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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: May 23,...

2016           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint and Ms. [redacted] have come to a resolution in this matter, and Ms. [redacted] may contact Vivint’s representative directly with any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 2009           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted]’s Vivint account has been cancelled. She has no further contractual obligation to Vivint.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  May 14, 2016 To Whom It May Concern: I have reviewed the information...

provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states she had projection lights stolen out of her yard and her doorbell camera did not record the theft. Ms. [redacted] desires for Vivint to install a new outdoor camera free of charge, or the cancellation of the account without penalty. Vivint’s records indicate that Ms. [redacted] notified Vivint of this theft, and that Vivint’s Alarm Events department has opened a case for review.  At this time, Vivint is awaiting documentation from Ms. [redacted], to proceed in reviewing the incident. If Ms. [redacted] will provide Vivint with a police report from this incident, her request will be further reviewed.  Ms. [redacted] may email this documentation to: [email protected], or fax it to: (801) 765-5759, for faster processing.  Furthermore, Ms. [redacted] has an appointment scheduled for December 21, 2016 to inspect her doorbell camera and its recording settings. If the doorbell camera is found to have a malfunction, Vivint will replace this camera. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759 attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Office

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. After 3 months of calling Vivint to resolve this issue I had to file a complaint with Revdex.com and I got this issue fix instantly. Vivint needs to fix there loyalty customer service department they do not do there job. So many people don't follow thru and there is no way of tracing what happen.
Sincerely,
[redacted]

March 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 2008           To Whom It May Concern:I have reviewed...

the information provided by [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted] satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 2, 2015          To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges Vivint has breach the contact by not resolving the technical concern on her system. Ms. [redacted] desires the cancellation of the account without penalty. Vivint maintains its stance in regarding Ms. [redacted] account. In 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 15, 2016. Cancellation without penalty is not warranted at this time. Should 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 fee. If 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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:The business and I are just talking in circles.  I agreed to and paid $99 for installation up front.  During the sales call I was given a promotional dollar amount to "shop" for big ticket items such as a doorbell, automatic locks, CO detector, etc.  There was discussion about the visible equipment such as panels and the doorbell.  The sensors were not discussed and as I stated, I did not realize old equipment was re-used until they stopped working and I attempted to troubleshoot.  I firmly believe that I would have new sensors if I took out the old ones myself.  Vivint says otherwise, but the fact remains that promotional equipment and installation fees were agreed upon before anyone from Vivint saw the old sensors.  It appears we will not agree on that and there is no use re-visiting it.  The lamp modules were ordered during the sales call as being deducted from the promotional dollar amount mentioned previously.  Those have already been paid for so to speak and do not require a technician to bring out to my residence.  Overall, I am disappointed in the response from Vivint.  We are essentially arguing over less than $100 when you take into account the payment credit, the 2 for 1 priced sensors and the technician visit.  Considering I pay over $60 a month for the service and paid $99 for the installation, I am on the losing end of this agreement.  If I was closer to the end of my contract I would guess my response would have been more accommodating.  As it stands I will end up replacing the sensors myself for my family's safety and wait until I deploy, change duty station or my contract expires to no longer be a Vivint customer. 
Sincerely,
[redacted]

December 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

July 11, 2012           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges that she has not been satisfied with her Vivint service for the length of her Agreement term, and that she has recently requested cancellation as it is the end of her initial term, but Vivint continues to bill her for service. Ms. [redacted] desires cancellation of her Agreement as she has fulfilled her initial term. Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on July 11, 2012, in which she agreed that service would continue automatically after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  Ms. [redacted]’s initial term ends on January 10, 1016. A written notice of cancellation was provided by Ms. [redacted] on December 15, 2015, and her account was invoiced for the last month of service on December 10, 2015.  Pursuant to the signed Agreement, Ms. [redacted]’s account would be cancelled thirty (30) days following the written notice, on January 15, 2016.  Vivint will cancel the account at the end of the initial term, on January 10, 2016.  Ms. [redacted] has no further obligation to Vivint.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:Vivint DID NOT address the problems we have.  Faulty components fail, and we have had to contact the phone service techs to solve the problem.  Temporary solutions fixed one problem, only to have that same problem occur again, or a different problem arise.  The service tech did arrive on July 17, and could not fix the electronic door lock.  At that point, we told him that we had NO confidence in the system, and wanted the removal of components.  He contacted Vivint for approval, and was told to disconnect the entire system.  He could not remove the components without further authority.  His contact offered us a rate reduced from the original contract without the monthly charge for the door lock.  I told him this was unacceptable to us, and to contact us when the problem of the four year contract was resolved.  We now sit with a disconnected system that is useless to us while paying for services we are not receiving!  NO CONTRACT SHOULD BE ENFORCEABLE WHEN THE PRODUCT IS FAULTY AND UNRELIABLE!Service tech badge number:  [redacted]His Vivint contact badge number:  [redacted]
Sincerely,
Francis S[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. I appreciate the resolution made by Vivint and the prompt follow up, thank you! 
Sincerely,
[redacted]

September 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: June 18, 2015           To Whom It...

May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she is the conservator but was not consulted in getting the Vivint system. As such, Ms. [redacted] requests that the account be cancelled.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Vivint cancelled the account on September 15, 2017. Ms. [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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 4, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, 2013           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] states he was experiencing equipment issues which Vivint did not resolve. Mr. [redacted] further states he has requested cancellation of the account, but Vivint denied this request sighting an Agreement with a five (5) year term. Mr. [redacted] does not recall agreeing to that term. As such Mr. [redacted] desires cancellation of her agreement without penalty.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. At this time, Vivint is willing to remove the account from collections and close the account without penalty. Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of sixty (60) months. He also represented that he would pay a monthly monitoring fee of $68.99 each month, plus applicable taxes, during that term. Vivint contacted Mr. [redacted] on July 10, 2017, regarding his request to request to upgrade the cameras in his home to outdoor cameras. Given Mr. [redacted] would need an upgraded panel in order for outdoor cameras to be added to their account, the representative directed Mr. [redacted] to the Customer Loyalty department. Additionality this representative offered to cover the cost of one outdoor camera.   Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after June 2017. As such, the account was cancelled for non-payment on November 29, 2017.  Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint. He may contact Vivint’s representative if he has any further questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 1, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: November 25, 2017           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 has had issues with the equipment and cancelling his account. Mr. [redacted]’s desired resolution is cancelation of the contract and a refund of the monies paid.   A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted] Vivint can cancel the account without any additional charges and refund the amount Mr. [redacted] paid for the equipment, if Mr. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that reached out to him directly.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer