Vivint Smart Home Security

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]

Complaint: [redacted]
I am rejecting this response because:  Nathan, This is utter nonsense, I didn't dream up what your technician told me what the procedure was, I furnished his phone number in the last reply, call him and ask him. Again one more time. Dan  [redacted]  told me it is procedure for the first 60 days  He may have said 90  I  dont recall  for the customer to call him directly when there is a problem.  It is not my problem or fault that your employee is possibly operating outside of your policy and procedures by telling customers this.  I understand that it would be optimal for your call center to always be called so this could be documented, unfortunately your employee told me to call him and it ended up being 5 times . This in turn made your service unacceptable. I can not keep going on having a technician come to my house every week not to mention have to keep erasing your app off mine and my wifes  phone and reload it just to make it work. This is not acceptable, you are making me pay for a service that does not work properly.  I have plenty of video documented proof of all the ghost doorbells going off by them selves,  my phone getting a notifications 10 min later after someone rings the doorbell. Having to reload the apps because they freeze up. And no its not our phone, we both have new phones and it is happening with both phones.  further you state that your representative has called me back. well guess what....... heres the pattern of how your company deals with this........your company calls my cell and I am at work and they leave a message, with in a hour I get a notification that I have a Better Business Beruea complaint response in my e mail.  I log on and in the response it always says you have called me and I haven't returned the call.  Well ya  you only gave me 15 min to return the call before typing off the Revdex.com Reply and sending it off.  Pretty misleading, so listen to the attachment of your rep leaving me a voicemail apologizing for returning my call a week later. Pretty misleading in your response saying I dont return calls The bottom line is I am not going to keep having a technician come to my house. My next step will be news channel 3 on your side. and every-time I see your post on facebook I will chime in negatively, Also I am a firefighter in Phoenix and I know a couple thousand firefighters in the phoenix area not to mention a few hundred police officers. You stand to lose a lot more money from me spreading this around than what my contract is worth to you. I have had enough of this sillyness on this Revdex.com site as it obviously isnt going to get me anywhere either as your company obviously is more concerned about money than customer service. I will be contacting the news channel this week   hopefully they will come to the house and all show them the video and they will give me an interview, I am pissed and this isnt stopping here, Ill be going down the the court house to see what I can do to protect my credit and will eventually stop paying you. put your self in my shoes  would you pay for a service that doesnt work and keep letting a technician come out.  why would I lie about this  I gave you his number,  I have plenty of money and live in an upscale area  its not like I cant afford it and I had a alarm service that was fine with no issues before this before I signed up with you. You havnt heard the end of this by no means but I am not going to keep wasting my time on this site and will be calling the Revdex.com to make sure this case is not cloased  
[redacted]

March 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 10, 2011           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s Vivint account has been canceled effective immediately. Ms. [redacted] has no financial obligation with 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]

October 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   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. In her complaint Ms. [redacted] states that Ms. [redacted]'s account was drafted for $66.99 which also resulted in an overdraft/ insufficient funds fee of $56.00. Ms. [redacted] desires Ms. [redacted]’s account to be credited for the overdraft fee and a goodwill credit. Vivint agrees to credit Ms. [redacted] account for $56.00 and a goodwill credit of $50. Vivint apologizes for any hardship or frustration 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

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

October 19, 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 1, 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 when he moved, but that Vivint continued to bill him for service and advised that he needed to send a written 30-day notice. Mr. [redacted] desires a refund of the $46.99 he paid to Vivint in October after requesting cancellation, and for his account to be cancelled. At this time, Vivint has cancelled Mr. [redacted]’s account, and he has no further obligation to Vivint.  In an effort to assist Mr. [redacted], a refund of October’s payment in the amount of $46.99 is being sent back to the credit card on file. Vivint’s records show that Mr. [redacted] signed an agreement on August 1, 2013, 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 was provided by Mr. [redacted] on October 4, 2017, and his account had already been invoiced for the last month of service on October 1, 2017.  Despite this information, Vivint agrees to the above resolution.  Mr. [redacted] will not be charged further and may expect the refund back in his bank account in 7-10 days.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 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  April 29, 2015 To Whom It May Concern: In his rebuttal, Mr. [redacted] requests the cancellation of his account without penalty. Vivint maintains its stance in regards to Mr. [redacted]’s complaint. As such, cancellation without penalty is not warranted. However, Vivint provides its customers with two options to cancel their account prior to the end date of their Agreement. (1) The customer may find a third party to take over the remaining months on the agreement, or (2) the customer may payoff the remaining balance on the account. Mr. [redacted] currently has 23 months remaining on the account with a payoff balance of $1,379.77.Mr. [redacted] may contact Vivint’s Customer Loyalty to take advantage of any of the above options 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

December 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, 2015          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] alleges that he has had equipment complications that Vivint has been unable to resolve. Mr. [redacted] desires cancellation of his Vivint agreement without penalty.  Vivint’s records indicate that Mr. [redacted] first notified Vivint of his equipment concerns on July 13, 2015.  Vivint has scheduled two (2) service visits with Mr. [redacted], and it has been determined that Mr. [redacted]’s internet upload speed is not sufficient to support all of the camera devices installed at his home.  Mr. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey 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 $[redacted] each month, plus applicable taxes, during that term.  By signing this Agreement, Mr. [redacted] agreed that he is responsible for providing proper internet service that may be required for devices installed in his home (Section 12).  Cancellation of the Agreement without penalty is not warranted at this time.At this time, Mr. [redacted]’s account is past due in the amount of $[redacted].  In an effort to assist Mr. [redacted], Vivint will waive that balance and bring the account current.  Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended. Mr. [redacted] may contact his internet provider to increase his upload speed and improve the functionality of his installed equipment. Alternately, Vivint is willing to send a field service professional to Mr. [redacted]’s home at no charge, to downgrade the package and remove any equipment that is not able to be used. This downgrade would reduce Mr. [redacted]’s monthly monitoring rate accordingly. I would advise him to call Customer Loyalty at ###-###-####, if he would like to accept this offer and schedule an appointment. 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]

January 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: July 21, 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 her outdoor camera was not installed properly resulting in it falling to the ground and breaking. Ms. [redacted] desires Vivint to replace her outdoor camera. Vivint’s records indicate that a technician recently visited Ms. [redacted]’s residence to inspect her outdoor camera. It was determined that excessive force was used to remove the camera from her home. Vivint’s outdoor cameras have a cable running through them to prevent it from falling to the ground. This cable was removed and Vivint’s technician determined that the camera was destroyed by an act of vandalism or excessive nature conditions. Vivint is not an insurer and does not warrant its equipment for the above instances. Vivint cannot provide an additional camera free of charge. Ms. [redacted] must file a claim with her home owners insurance in order for the camera to be repaired.  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

October 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: April 25, 2016           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal Mr. [redacted] states that he was unable to complete his system tests and should not be required to do so. Mr. [redacted] desires to be reimbursed $1400 for a stolen item and $500 for lost time. Vivint maintains its position in that Mr. [redacted] agreed to the terms and provisions listed in his System Purchase and Services Agreement (“Agreement”). Vivint is not an insurer, any missing items from a burglary event must be settled with a homeowners insurance claim. Reimbursement for $1900 is not warranted. 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 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 2009           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. It has been agreed that Vivint will immediately cancel the account without panelty. Vivint’s records indicate that this matter has been resolved to Mr. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November
14, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]             Vivint Account #: 2071884              Date of
Agreement: June 17, 2011To Whom It May Concern:In
her complaint, Mr. [redacted] would like Vivint to provide the name of the
collections agency his account was sold too.  Since Mr. [redacted]’s account was sold in 2013, Vivint is unable to know which
collection agency currently trying to collect on Mr. [redacted]’s account. It is a
common practice for collection agency to trade account between each other.
Vivint is unable to provide this information to Mr. [redacted].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: Primarily for 2 reasons. 1st. Vivint was quite all right with changing the billing information to someone that was not listed on the account. The funds for the services are now being deducted from an account that does not belong to the deceased. 2nd, on the date that Vivint states that I attempted to cancel the service, an obituary and link were provided in leu of a death certificate. At that time, the representative indicated that this should suffice as adequate proof of death.
I attempted to terminate the services in July. I am being billed for services not being rendered in an entirely state now (MN vs WY). My brother now lives in the home and the alarm had sounded once and he cut the wires to prevent it from occuring again. No response was observed at the service address by way of health personnel nor audio from the unit.
I am not the only one in my family being billed for my mother's account. She had the service also installed at an alternative address as she was planning on passing away there and was incapacitated. At no time has Vivint taken a customer friendly response to this matter and my brother has had to stop payments on checks, etc to avoid being charged for a service that they are not recieving. They also are getting the same run around.
We are in the process of recieving the certificate from the state of Wyoming but in the meantime, paying for a service that is neither being provided nor being operational. If they indicated in their response that the unit must not be working, wouldn't the proper thing to do be to set up a service call?  We have heard nothing from the company.  They are a scam and take advantage of only the most vulnerable in our population.  It is quite frankly, disgusting.  I look forward to hearing from you soon.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: April 13, 2017           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] desires a refund of all monies s has paid to Vivint and for her account to be cancelled. Vivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement on April 13, 2017 with an initial term of sixty (60) months, a monthly services fee of $49.99, plus any applicable taxes, during that term, and a total equipment fee of $1,368.50.Vivint’s records further indicate that Ms. [redacted] signed a System Purchase And Services Agreement on April 13, 2017. Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.  This Agreement stated that Ms. [redacted] agreed to have a Vivint DoorLock, Skycontrol Master Panel, and two (2) Outdoor Cameras installed in her home.Vivint’s records indicate that on April 21, 2017, a Vivint representative sent Ms. [redacted] a new Agreement to change the equipment being financed. A Vivint representative informed Ms. [redacted] that she would need to return the new Agreement within seven (7) business days; however this Agreement was never returned. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2,899.42; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 40%, bringing the total payoff amount to $1,739.65. If  Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to 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

January 18, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 18, 2016         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 contact Mr. [redacted] in an effort to assist with his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. If he has any further questions or concerns, he may contact Vivint’s 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 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: February 5,...

2014          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 began having problems with his system within the first year it was installed and did not want to pay Vivint’s trip fee for a service visit.  Mr. [redacted] explains that Vivint was not willing to help him with these issues, and he desires cancellation of his Agreement without penalty.  In resolution to this matter, Vivint agrees to send a technician to Mr. [redacted]’s home at no cost, to address any issues with his system.  In addition, Vivint agrees to reduce Mr. [redacted]’s monthly services fee by 55% for the remaining 13 months of his Agreement term.  This also reduces the payoff balance by 55%, should he wish to pay off and cancel his Agreement prematurely.  Vivint’s records indicate that Mr. [redacted] signed an Agreement with an initial term of sixty (60) months and a monthly services fee of $60.99, plus any applicable taxes, during that term.  The Agreement states that Vivint will provide a replacement for any defective part without charge, but the customer will pay a visit charge for each service call. (Section 6: Repair Service)  Vivint’s records show that Mr. [redacted] called to report issues with his system, including the door lock, on October 18, 2014, and a service visit was scheduled and completed on October 20, 2014.  Vivint did not hear from Mr. [redacted] again until December 6, 2017 when he called with questions about his bill.Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time; however, his monthly services fee has been reduced to $27.45 (plus any applicable taxes), and if he wishes to schedule his free service visit or pay off and cancel his account at the reduced rate, 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 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 15, 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] alleges that she switched alarm companies in July 2015 and sent in a Notice of Cancellation to Vivint, but Vivint did not cancel the account. Ms. [redacted] desires the cancellation of her Vivint account and a refund from July 2015 to September 2015.Vivint’s records indicate Vivint first received the request for cancellation of Ms. [redacted]’s account on August 12, 2015. Ms. [redacted] was informed to send in a Notice of Cancellation and that it will serve as her 30 day notice as stated in her Purchase and Services Agreement (Section 2.4). Vivint received Ms. [redacted] Notice of Cancellation on August 17, 2015. Ms. [redacted]’s Vivint account was cancelled on September 14, 2015. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint. All payments made to Vivint are valid; however Vivint has agreed to refund Ms. [redacted] payment made in September and August 2015. A total of $[redacted] has been refunded to the credit card Vivint has on file for Ms. [redacted].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]

January 19, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 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] explains that he has experienced technical issues with the system as well as customer service issues. Mr. [redacted] requests cancellation of his account.   At this time, Vivint has agreed to cancel Mr. [redacted]’s account without penalty.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on March 31, 2014.   During the recorded Pre-Installation Survey, Mr. [redacted] 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 $57.99 each month during that term.  Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     The last time that the [redacted]s have contacted Vivint regarding any system issues was on January 26, 2016 and at this time, Vivint offered to send a technician to their home; however, that offer was declined by Ms. [redacted]. Since that date, Vivint has been unaware of the issues that the [redacted]s were still experiencing. Under section 12 of the agreement, it states, “If a problem in the system occurs you will notify us.”                                                 Despite the information mentioned, the [redacted]s have 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

Complaint: [redacted]
I am rejecting this response because:
They sent out there people countless time and I had many many phone calls to doing repairs my self. ask them how many issues I had in the first year with this system. I have more to do then work on my alarm system. I did not buy it to work on it I bought it to use it. I have plenty of things to work on. I have beem paying on a system for over a year that has not even worked. I am tied of calling them. and meeting people at my house. I am tired of setting on the phone and doing stuff they tell me to do over the phone to try to make it work. I did what I was supposed to do I bought there system and paid my bill on time every month for a piece of crap that has never worked correctly. I feel like I have paid plenty of something with this many problems.So what is our next step . I am willing to pay for a lawyer and take this to court. there is not a judge in the country that would not rule in my favor with all the breakdowns I have had with this junk I have been paying for. Please help me make a company stand up for there product and do what is right. It is not right for  me to have to pay for something that is not  working and after several of there attempts to make it work. they need to have there product profected before they put it in someones home. I don't want to be there proving grounds I want the finished product.
Sincerely,
[redacted]

March 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 4, 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 she is constantly without service. Ms. [redacted] claims that her security equipment, specifically her doorbell camera, constantly malfunctions. Ms. [redacted] is seeking immediately cancelation of her Vivint contract. Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $1679.72; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $1259.79.  Alternately, Ms. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of her initial term.  If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232, or she may contact the representative he has been working with directly. Consequently, cancellation of Ms. [redacted]’s agreement without penalty is not warranted 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 Officer