Vivint Smart Home Security

March 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: August 27, 2016           To Whom It May Concern:I have...

reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] states that she has had billing complications since the installation of her system that have not been resolved. Mrs. [redacted] further states that her sales representative mislead her in regards to canceling her North Star security account. A representative from Vivint has recently attempted to contact Mrs. [redacted] in an effort to resolve her concerns. As of March 13, 2017, Mrs. [redacted]’s billing account is past due $121.98. Upon payment of $121.98 Vivint will cancel Mrs. [redacted]’s Vivint’s security account. Additional, Mrs. [redacted] will be granted to keep all Vivint equipment. 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 still waiting for the full restitution to be reflected in my bank account.
Sincerely,
Janet S[redacted]

November 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: N/A Date of Agreement: N/A           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 a sales representative from Vivint has continued to come to his house after being told he does not want the system. Mr. [redacted] wishes for this behavior to stop. This behavior is against Vivint’s policy regarding their sales representatives. Vivint would like to address this with the sales representative in question; however Vivint has not been provided with any identifying information regarding the employee who went to Mr. [redacted]’s home. If Mr. [redacted] could provide either a name or an employee ID number, Vivint will reach out to the employee’s manager to correct this behavior.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 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Original Agreement: April 25, 2009           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 Vivint continued to charge her even after the term of her contract had ended. Ms. [redacted] request that Vivint refund her $249.95.Vivint’s records show that Ms. [redacted] signed an agreement with Vivint on April 25, 2009, in which she agreed that service would continue month to month after the initial term of thirty-nine (39) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). Vivint does not have any record of any written Notice of Cancelation. Therefore Ms. [redacted] continued to be billed for the service she was receiving from Vivint. Due to that fact refunding $249.95 is not warranted. However, in an effort to assist Ms. [redacted] Vivint will cancel her account as of today August 27, 2016 without any further charges. A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve these concerns.  Ms. [redacted] account has been cancelled, and she has no further obligation to Vivint. Ms. [redacted] may contact the representative who reached 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 14, 2014           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 Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. A technician has visited Mr. [redacted]’s home and records indicate that the technical issues Mr. [redacted] has been experiencing have been resolved. 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]

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 have yet to even receive a bill from them and as far as batteries are concerned we may have had the keypad for a little over a week before the batteries went dead. When I called for a second keypad they told me I was unable to get a second keypad-so I'm im a little confused again regarding a second keypad. My family's safety is very important to me so a second purchase was definitely not a problem. Hopefully I won't run into anymore issues with this company because me being a customer of [redacted] for 20 years, I have never ever had to contact them regarding anything concerning their products. Protecting my family with a company that provides additional support of protection should never be difficult so that's why I was concerned. 
Sincerely,
[redacted]

February 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: May 6, 2016           To Whom It May Concern: I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’ complaint she explains that she had issues with the sales representative as well as her mother’s name being on the account. As such, Ms. [redacted] requested that her mother’s name be removed from the account and for Vivint to clear the balance on her account as well as shortening her contract length.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’ satisfaction. 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

May 16, 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 19, 2016           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 has experienced issues with the equipment. As such, Mr. [redacted] requests that Vivint refund him all monies he has paid to Vivint.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] entered into an agreement with Vivint on May 19, 2016. Mr. [redacted] agreed to an original agreement term of forty-two (42) months and to pay Vivint a monthly monitoring fee of $60.99 each month plus any taxes. By signing the agreement Mr. [redacted] agreed to section 5 repair Service witch states “We do not warrant that the System will always detect, or help prevent, any burglary, fire, hold-up or other such event. We do not warrant that the System cannot be defeated or compromised or that it will always operate.” Because of this a refund of monies paid to Vivint is not warranted.However, in an effort to assist Mr. [redacted] Vivint is willing to have another technician to go his home to fix/replace any equipment that is not working properly. Or, downgrade his system to lower his monthly payments. If Mr. [redacted] would like to move forward with one of these resolutions he may contact the Vivint representative who reached out to him.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 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: June 6, 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] explains that her elderly father has experienced and issue with the sales representative and canceling his account. Ms. [redacted]’s desired resolution is cancelation of the contract. 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] and to resolve this issue. Vivint can cancel the account without any additional charges, if Ms. [redacted] and her father will allow a Vivint technician to come to the home to remove the equipment. After the technician has removed the equipment 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, 2015          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 her sales rep had told her that she could cancel without any issues. Ms. [redacted] desires cancellation of the Agreement. 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 home.  The 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 Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on June 25, 2015.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of Forty Two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] 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. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   As stated in section 4.3 of the System Purchase and Services Agreement a new customer has three (3) days to cancel the Agreement without penalty. This trial period is in place so a customer can try out the system before committing to the contract terms. Ms. [redacted]’s account has moved passed this trial period and the Agreement is valid and in effect, cancellation without penalty is not warranted at this time. Regardless, Vivint will agree to waive the $99 move fee, this offer is valid until Ms. [redacted] is ready to move into her new residence. Further since Ms. [redacted] is a valued new customer Vivint will provide Ms. [redacted] with 3 months of free service to assist with her move.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's representative was very polite and forthcoming with new information that we have never been informed of before.  They stated that they cannot approve a repair payment over $2,000 - yet this was the first I had ever heard this, and never saw this in writing.  I understand that is policy, but if they did more than $2,000 in damage, it is there responsibility to fix in a timely manner.  As few as the 3rd party excuse, we have been waiting for 4 weeks for a door per Vivint.  Common sense tells me this is insane.  Our first handyman said he could have it in 3 days, Vivint declined based on this $2k policy we were never informed of...so here we wait, 19 weeks later, for a door that was available 3 days after the initial incident.This is an incident between Vivint destroying our doors, and passing blame because THEY cannot find the cheapest possible contractor should not be our issue.  This is a home security company, and I am appalled that they don't seem to mind that there is a HOLE in our door and has been for 19 weeks.  Makes you wonder about their commitment to safety or money.
Sincerely,
[redacted]

June 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 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 requested cancellation of his account prior to the end of his initial term, and that Vivint continues to bill him for service. Mr. [redacted] desires cancellation of her agreement without penalty.At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on June 25, 2016, in which he agreed that service would continue month to month 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).  A written notice of cancellation has yet to be provided by Mr. [redacted].Despite the validity of this information, Vivint agrees to the above resolution.  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: 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].  Although they did refund the monies the issue at hand was it took so long.  And at the time of my filing my complaint I had not been fully refunded.  Nonetheless, do I accept their response?  Yes.  Am I happy with Vivint?  At the moment, no.  But I will get over it. 
Sincerely,
[redacted]

March 16, 2018   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]           Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]           Date of Agreement: June 4, 2011                                                             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 he requested cancellation of his account; however, his account was sent to collections. Mr. [redacted] requests that Vivint remove the negative rating from his credit report.  Vivint’s records indicate the following timeline of events: Mr. [redacted]’s account was written off on January 30, 2015 due to non-payment, Mr. [redacted] paid Vivint $160.29 to reinstate his account on February 27, 2015, and soon after, Mr. [redacted]’s account was sent to collections once more on June 29, 2016 due to non-payment.  Mr. [redacted] must settle the balance of his account with this outside collections agency at this time. 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 OfficerTell us why here...

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.
Sincerely,
[redacted]

June 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, 2016To 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 his panel’s volume has not been functioning correctly and he is unable to lower it. He is requesting that his monthly bill be adjusted until this issue is fixed. At this time, Vivint is willing to offer a free month of service to compensate for the inconvenience. Vivint’s developers are aware of the volume control issue in the latest panel update and are working to fix it as soon as possible. Numerous customers have reported experiencing this issue and Vivint has prioritized finding a resolution. Vivint apologizes for any inconvenience this panel issue has caused and will inform Mr. [redacted] of a solution when one is developed. The month of free service has been credited to his account.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 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Demetria C[redacted] Vivint Account #: [redacted] Date of Agreement: August 21, 2015           To Whom It May...

Concern:I have reviewed the information provided by Ms. C[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. C[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. C[redacted]’s 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 6, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 25, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she has experienced difficulty regarding a refund that was to be applied to her back account from Vivint. Ms. [redacted] requests that Vivint process the refund.   Vivint’s records indicate that the requested refund was issued on December 29, 2016. Ms. [redacted] can expect to receive this refund within 7-10 business days from the issue date. Vivint 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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 18, 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 that when the system was installed, all the promised equipment was not installed. Because Vivint was unable to install the missing equipment in a timely matter, she decided to cancel the service. However, Vivint continues to receive a payment from her account. Ms. [redacted] desires the cancellation of the account and a refund of all payments made. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns.  At this time, Vivint is willing cancel the account and refund all payments made to the checking account on fileAfter further review, Vivint’s records show that a written notice of cancellation was missing from Ms. [redacted]’s account. As such the account remained open and automatic payments were still being received by Vivint. Vivint will accept Ms. [redacted]’s complaint as formal notice of cancellation and cancel the account with no further contractual obligation. A refund has been sent to Ms. [redacted]’s checking account in the amount of $311.97. Please note that the refund may take 7 to 10 business day to be processed. If Ms. [redacted] has any additional concerns she may contact Vivint representative 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: ###-###-####, 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. But, I will still like to have a copy of the contract and something from Vivint in writing to avoid devious actions from this organization in the up coming months. Needless to say, I learned my lesson and I I will never talk to a door-to-door salesperson again. Lastly, will my monthly payments remain at 49.99 per month? Revdex.com, THANK YOU for everything you do for the small guys like me!!!
Sincerely,
[redacted]