Vivint Smart Home Security

September 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 30, 2010           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 requested cancellation of his account, but that Vivint continued to bill him for service for two (2) months following his request. Mr. [redacted] desires a refund of the monies he paid to Vivint for the past two (2) months, and compensation for an overdraft fee he was charged from his bank.   Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on April 30, 2010, in which he agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (APX/Vivint Purchase and Services Agreement, Section 2.4).  Mr. [redacted] contacted Vivint by phone on August 19, 2015 to request cancellation of his account.  During this phone conversation, Mr. [redacted] was advised to send Vivint his notice of cancellation, and Mr. [redacted] sent Vivint the notice that same day.  As this is a thirty (30) day notice, Mr. [redacted]’s account was cancelled September 22, 2015. Mr. [redacted] has no further obligation to Vivint at this time.  In an effort to assist Mr. [redacted], Vivint will send a check to the mailing address on file in the amount of $[redacted], to refund the payment made on September 15, 2015 and to help with any overdraft fees Mr. [redacted] may have been charged.  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 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: October 16,...

2010           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 moved and requested cancellation of her Agreement by complying with the 30-day written notice policy, but that Vivint continued to contact her and would not cancel the account.  Ms. [redacted] desires for Vivint to follow the cancellation procedure outlined in the Agreement and not continue to harass customers who have requested cancellation. At this time, Vivint has cancelled Ms. [redacted]’s Agreement and will not contact her further.  Vivint confirms that Ms. [redacted] sent a 30-day notice of cancellation on November 28, 2016, and would like to apologize for any undue delay in the process of cancellation.  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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

After talking with corporate who agreed that our situation was unsatisfactory the tech came to our house and got everything in working order. The issue is it took him 1.5 hrs to do so because the equipment wouldn't cooperate with him. He actually had to completely replace the doorbell and the Electric lock on our house and said that when the lock was initially installed they crimped one of the wires which is why it was continuously shorting out on us and locking us out. I checked my account and realized I was charged for the month, at no fault of vivints since the very next day is when I talked to corporate, so I called them and had that charge refunded. The issue started after this, I was on the phone with them for an entire hour and was transferred back and forth between customer care and customer loyalty because no one knew how they could refund my account for the months that I was paying for a service I wasn't getting, and at no fault of my own. Finally the 7th or so person I spoke with said no refund would be given as my account is now terminated and not even corporate can do anything for me (you have your regular techs talk on behalf of corporate now?). I request another call from corporate to have this matter resolved. YOUR OWN TECH ADMITTED TO ME THE DAMAGE WAS FROM INSTALL. I am not asking for a entire refund for  the duration of my contract, my alarm system still worked. I am asking for a refund for the duration of the doorbell being broken and obviously the entire duration that the door lock had been malfunctioning. You guys really need to get your call center together as well.....
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

June 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 18, 2012           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 attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled as of June 7, 2016. Ms. [redacted] may contact Vivint’s representative 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

May 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: August 20,...

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] states that she was misled by a Vivint representative regarding the term of her Purchase and Services Agreement (“Agreement”) and the equipment included with her system. Ms. [redacted] further states that she has been overcharged for the service she has.  She desires a refund and will return Vivint’s equipment.  A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve this matter.  At this time, Vivint is willing to cancel the Agreement and waive the past due balance and the remaining months if Ms. [redacted] will allow Vivint to retrieve its equipment from her home.  Ms. [redacted] may contact Vivint’s representative directly to schedule this removal and complete the cancellation of the account.  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 August 20, 2015. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months and the monthly service fee of $69.99 during this term.   Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Vivint confirms that a doorbell camera was not able to be installed at Ms. [redacted]’s home due to electrical compatibility issues; however, two indoor cameras were installed and the Space Monkey equipment was sent to the home.  The monthly service fee of $69.99 includes basic security for $49.99, home automation (the 2 cameras) for $10.00, and Space Monkey service for $10.00.  A refund for these services is not warranted as the fees are valid under the signed Agreement; however, Vivint agrees to cancel the remainder of the Agreement term upon retrieval of its 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 18, 2016       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 8, 2015                                                   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 the doorbell siren/ringing from the system can’t be heard throughout his home. As such, Mr. [redacted] requests cancellation of his account without penalty.   At this time, cancellation without penalty is not warranted. Vivint sent out a technician on November 14, 2016 and relocated the panel per the customer’s request.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] signed the System Purchase and Services Agreement on May 8, 2015.  Every customer must sign this documet, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions.     Upon signing the Agreement, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $69.99 each month during that term. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     If Mr. [redacted] is still experiencing technical issues, he may contact the representative who has attempted to contact 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

Complaint: [redacted]
I am rejecting this response because:The reason for my complaint was not to cancel the service with Vivint, but rather to identify that the sales practices were inappropriate.  My mother is 83 years old and in no way fully understood what was going to happen when she accepted the install of the system.  She is living on a fixed income and to sell her a system when her current system was still under contract is totally inappropriate.  Unfortunately she is not capable to search the internet for feedback from other customers, otherwise she would have been made aware of others who have had the same experience with your sales staff.  In the end, she had to pay over $561.00 to cancel her other service which is unacceptable.  Cancelling the new service in no way resolves the complaint she has.
Sincerely,[redacted] (Son) for [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.
Sincerely,
[redacted]

December 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 10, 2016           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 his sales representative promised that a payment of $276.00 would be returned to his account as a credit and that he has not received his $50 referral credit. Mr. [redacted] desires a total credit of $326.00 applied to his account. Vivint has applied a credit of $326.00 to Mr. [redacted]’s account. Vivint believes this matter to be resolved and apologizes for any undue delay in this process. 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 IF IT IS FOLLOWED AS OUTLINED BY VIVINT.  I expect my refund shortly
Sincerely,
[redacted]

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]

August 22, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: October 25, 2016           To Whom It May Concern:In her rebuttal, Ms. [redacted] states that her door locks are still not fixed and she has had additional problems with the scheduling of work orders.  She desires to have her door locks fixed and states that she has also been offered new equipment for her other property to resolve this matter.Vivint confirms that a representative has been in contact with Ms. [redacted], and continues to work with her to repair or replace the door locks following the service visit on August 17, 2017.   Vivint’s records show that Ms. [redacted] has an appointment scheduled at her other property on September 12, 2017 to install new equipment at no cost, as part of the effort to resolve her concerns.  Vivint believes that this matter is being resolved, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

April 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted]  Date of Agreement: July 15, 2010           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 did not renew her System Purchase and Services Agreement (“Agreement”) for an additional sixty (60) months. Ms. [redacted] desires her Agreement to be cancelled without penalty. Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty. As of the date of this letter Ms. [redacted] has no further obligation to Vivint. Vivint’s records confirm that Ms. [redacted] entered into the original Agreement on July 15, 2010, for an initial term of forty-two (42) months. As such, the initial term of the Agreement would have ended on February 15, 2014 and continued month to month thereafter. However, Vivint spoke with Ms. [redacted] regarding her alarm service on July 31, 2015, Ms. [redacted] represented that she was interested in Vivint’s new alarm technology and would agree to extend the term of her Agreement as well as increase her monthly service fee by $3 to cover the cost of the new technology. Based upon this representation, Vivint offered a sixty (60) month extension to which Ms. [redacted] agreed. Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively. “You understand that this call is being recorded, and you agree to extend the term of your Agreement sixty (60) months from today. No other provisions have been changed and this amendment constitutes a new Agreement between you and Vivint.”In an effort to further memorialize this amendment, Vivint sent a written notice to Ms. [redacted] detailing the extended term and its effective date. Nevertheless, Vivint agrees to the above resolution. 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: I was contacted by a representative of Vivint several days ago. However, nothing has been done as of today and this is beginning to irritate me very much. They were fast to sell and install their equipment but awful slow in fixing damage they cause.
Sincerely,
Billy A[redacted]

December
10, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: June 23,2015To 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 was misled by a Vivint representative regarding her payment. Ms.
[redacted] further alleges that she has been experiencing mechanical issues with
her system. Ms. [redacted] desires to be refunded the money she has put into her
Vivint system, and to cancel her 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 23, 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 agreed
to the installation fee being taken out at the time of installation. 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.   Cancellation
without penalty is not warranted. However, Vivint would like to assist Ms.
[redacted] and have agreed to cancel her Agreement. Ms. [redacted] no longer has any
obligation to Vivint. A representative has recently been in contact with Ms.
[redacted]. Ms. [redacted] may contact the representative to schedule the removal of
her equipment or she may contact Customer Loyalty 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]

December 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 8, 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 has experienced equipment complications with her Vivint security system that have not been resolved despite attempting to contact Vivint representatives.I have credited Ms. [redacted]’s account for a free month of service.  Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge.Vivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement on December 8, 2016 with an initial term of forty-two (42) months, a monthly services fee of $95.99, plus any applicable taxes, during that term.Should Ms. [redacted] wish to accept Vivint’s offer of a free service visit, she may call Customer Care at 1-800-216-5232 to 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2017                         To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on August 29, 2017, and Vivint’s Scheduling department found an appointment for August 31, 2017. During this appointment, the Vivint technician upgraded  Mr. [redacted]’s Vivint door lock and pad, relocated Mr. [redacted]’s Vivint outdoor camera, and tested his system to insure the Vivint equipment was properly functioning. The Vivint technician also noted that Mr. [redacted] made racial jokes that made the Vivint technician uncomfortable. Mr. [redacted] again notified Vivint of his equipment concerns on September 6, 2017, and Vivint’s Scheduling department found an appointment for September 7, 2017. During this appointment, the Vivint technician installed a Vivint door lock, fixed Mr. [redacted]’s doorbell camera, and tested his system to insure the Vivint equipment was properly functioning.Vivint’s records show that Mr. [redacted] notified Vivint of his equipment concerns on September 7, 2017, and Vivint’s Scheduling department found an appointment for September 15, 2017. During this appointment, the Vivint technician fixed Mr. [redacted]’s Vivint door lock, adjusted the sensitivity level on his Vivint outdoor camera, and tested his system to insure the Vivint equipment was properly functioning. Vivint’s records further show that Mr. [redacted] notified Vivint of his equipment concerns on September 19, 2017, and Vivint’s Scheduling department found an appointment for September 20, 2017. During this appointment, the Vivint technician tested Mr. [redacted]’s Vivint system to insure the Vivint equipment was properly functioning. Vivint’s records show that Mr. [redacted] notified Vivint of his equipment concerns on September 25, 2017, and Vivint’s Scheduling department found an appointment for September 27, 2017. During this appointment, Mr. [redacted] asked the Vivint technician to lower his Vivint yard sign four (4) inches into the ground; additionally, Mr. [redacted] asked the Vivint technician to remove the leaves from his flower bed. The Vivint technician inspected the Vivint outdoor camera and noted that it was properly functioning and recording.It is my understanding that Mr. [redacted]’s Vivint security system is properly functioning and that Mr. [redacted] has taken advantage of having Vivint technicians sent to his home. However, A Vivint Field Service Professional is scheduled for November 8, 2017, to improve communication on the panel. 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 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Paul R[redacted] Vivint Account #: [redacted] Date of Agreement:  December 27, 2014 To Whom It May Concern: In his rebuttal, Mr. R[redacted] alleges that his interactions with Vivint representatives prior to this complaint were not helpful, and that he only received complete information as a result of his escalation to the Revdex.com. Mr. R[redacted] further alleges that he was not informed at the time of sale that the sales representatives are employed by a third party.  Mr. R[redacted] desires resolution of this matter through a Vivint representative he has been working with.  Vivint would like to apologize for any inconvenience experienced in Mr. R[redacted]’s interactions with customer service.  As a security company, Vivint does not generally provide, without a subpoena, recordings containing personal information or details of alarm events.  As such, Vivint’s Legal department was able to assist Mr. R[redacted] in this request where other departments could not.  Vivint’s records show that Ms. Elizabeth R[redacted] completed the sales and installation process of her Vivint system with Vivint Inside Sales and Field Service representatives.  Vivint does have third party door-to-door sales representatives, but Ms. R[redacted]’s account was set up by Vivint’s Inside Sales. As such, these representatives represented themselves correctly, as employed by Vivint.  Vivint maintains its position that cancellation of the Agreement without penalty is not warranted at this time.  Vivint’s representative has assisted Mr. R[redacted] in resolving his concerns regarding the account and monitoring of the system. 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]

Complaint: [redacted]
I am rejecting this response because: I will be looking for any documentation that I have from Vivint on the other account because it was cancelled at the same time as this account. If it shows my service contract was through March 2014, than I want the refund from March 2014 to current. I did speak with a rep. this morning and she said she saw notes from Kolby P[redacted] from back in December and then I read her an email correspondence that I had with Courtney M[redacted] from April 2015. She is giving me a refund from April because she "believes" that I have this email from Courtney even though there is no notes in Vivint's system that corresponds with what I'm saying. If that's the case, why can't they refund me from December when it shows the notes in the system from Kolby? I spoke with several people prior to Kolby, but there is no notes about that either. This company is VERY careless with their customer service. They don't seem to care about the customer at all. They were all nice when you sign up, and then they do not follow up with any of their promises. They also claim that I cancelled my service in June, but they still took another payment out in July. I will find some documents to prove my claim and I expect a refund from March 2014 - July 2015.
Sincerely,
Krista M[redacted]