Vivint Smart Home Security

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]

October 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   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, on behalf of a terminally ill relative, that Vivint installed a system in a home she is renting without consent from the homeowner.  Mr. [redacted] explains that the tenant had to move and Vivint will not allow her to cancel the Agreement.  He desires cancellation of the Agreement without penalty and for Vivint to only install systems when authorized by property owners.Unfortunately, I am unable to find the Vivint account in question with the information given by Mr. [redacted].  I would advise Mr. [redacted] to respond with the address of the premise where the alarm system is, or the name of the account holder, so that I may further review the situation.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 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: April 7, 2015           To Whom It May Concern: I have reviewed the response from Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that she fees unsafe stating that if someone cuts her internet line that they could break into her home without Vivint knowing. As such, Ms. [redacted] still requests cancelation of her account without penalty.A representative from Vivint has previously attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s system is able to communicate with Vivint via the internet and a cell chip that is inside the panel. Therefore if the internet is disconnected the panel is still able to communicate with Vivint. Vivint has taken every step it can to ensure the system works as intended. However, Vivint does require the customer to test the system at least monthly to ensure that the system is continually working properly, as outlined in the contract section 12: Customer Duties. Due to these facts, cancelation of Ms. [redacted]’s account without penalty is not warranted. If Ms. [redacted] would like to cancel her service early then she may contact Vivint’s Customer Loyalty Department and they can provide her with her within term cancellation options. She may she may contact the representative who previously reached out her if she has any questions.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 7, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: John and Debra M[redacted] Vivint Account #: [redacted]  Date of Agreement: July 19, 2012          To Whom It May Concern:In his rebuttal, Mr. M[redacted] requests a copy of the call Vivint made mention in their previous response. Mr. M[redacted] also request Vivint fulfil referral credits Mr. M[redacted] was promised. Vivint has attached the recorded pre-install survey that was reference previously. Please note Vivint has removed portions of the call that make reference to Mr. M[redacted] personal information for Mr. M[redacted]’ protection.  Vivint has no record of referrals in regards to Mr. M[redacted] account. In the call Vivint has attached, Vivint asks Mr. M[redacted]’ if his sales representative made any promises that were not written on the agreement. Mr. M[redacted] answers “no”. Since the alleged referrals took place three years ago, Vivint will be unable to provide Mr. M[redacted] with the alleged referral credits. However, Vivint’s offer of a reduced payoff of $[redacted] still stands. Mr. M[redacted] may contact Vivint’s Customer Loyalty department to accept the offer. 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]

October 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: July 10, 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 has not received the $250.00 credit that was promised her by the sales representative. Ms. [redacted] would like this to be fixed.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Ms. [redacted]’s account has been canceled and written off due to lack of payment. Vivint’s is willing to activate the account once again if Ms. [redacted] will agree to pay the monthly payments outlined in the contract. Or Vivint can deduct the $250.00 from the amount owed in collections if Ms. [redacted] wishes to cancel her account with Vivint. If Ms. [redacted] would like to move forward with one of these options or if she has any questions she can contact the representative who 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

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: 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.Mr. [redacted]’s Vivint account has been cancelled as of February 16, 2017. Mr. [redacted] has also been refunded in the amount of $44.99.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 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 17, 2014          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 some of her equipment has being non-functional for some time, but Vivint will not send a service technician to her home without charging her a fee. Ms. [redacted] desires for the account to be closed without penalty. Vivint’s records indicate that prior to the installation of the equipment; Mr. [redacted] and Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”). By signing the Agreement, Mr. [redacted] and Ms. [redacted] represented that they understood and agreed to the initial term of sixty (60) months.  They also represented that he would pay a monthly monitoring fee of $69.99 each month during that term. Vivint has included both the signed Agreement from this account, and a blank version for review. In the Agreement, is states, it is the customer’s duty to notify Vivint if there is a problem with the system, and that they may request a service visit (Sections 5, 12).  Vivint has no record of Ms. [redacted] requesting a service visit, or notifying Vivint of his equipment concerns until January 30, 2017. Additionally, the customer also agrees that if a service technician is scheduled a service fee will be assessed (Section 5).  Cancellation of the account is not warranted. However, Vivint would like to assist Ms. [redacted] with fixing the system. Vivint has agreed to credit Ms. [redacted]’ account the cost of one service fee. Ms. [redacted] may contact Vivint Customer Care department to schedule an appointment 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

February 17, 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: August 12, 2014                                                   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 was not aware of the contract term length. Ms. [redacted] requests cancellation of her account.   At this time, cancellation without penalty is not warranted.   Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] signed her System Purchase and Service Agreement (“Agreement”). Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home. Our records show that Ms. [redacted] signed the Agreement on August 12, 2014.   Upon signing the Agreement, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $69.99 each month during that term. Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.     Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $2,099.70; however, in an effort to assist Ms. [redacted], Vivint is willing to reduce her payoff amount by 60%, bringing the total payoff amount to $839.88.  Alternately, Vivint is willing to lower her monthly payment by $15.00. If Ms. [redacted] would like to take advantage of either offers, she may contact [email protected].   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 26, 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: August 13, 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 a Vivint sales representative informed her grandfather that Vivint was buying out his current alarm company, [redacted]. She goes on to explain that based off of this false representation, Vivint fraudulently sold Mr. [redacted] a new and upgraded security system. Ms. [redacted] requests that Vivint refund Mr. [redacted] all monies paid and reinstall his previous alarm system.   Vivint has previously been in contact with Ms. [redacted] and agreed to refund Mr. [redacted] $198 to cover the monies paid and reimburse him $100 to have the previous system reinstalled by [redacted]. Vivint has also agreed to cancel the account upon the receipt of the equipment. Vivint has attempted to contact Mr. [redacted] via phone; however, Vivint has not been able to reach him.   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 August 13, 2016.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-eight (48) months.  He also represented that he would pay a monthly monitoring fee of $49.99 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.  Ms. [redacted] responded affirmatively to the following questions:   Do you understand that Vivint and Parker are not affiliated with [redacted]? Do you understand that you are responsible for cancelling the agreement with [redacted] and for any agreement fees or termination fees with [redacted]?   Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Despite the above information, Vivint will honor the offer of cancelling the account upon receipt of the equipment. To schedule the appointment for the system pick-up, Mr. [redacted] may contact the representative who has left voicemails on his phone.   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:
 As I have already communicated to both the Revdex.com and Vivint, this is a case of fraud.  Since Vivint refuses to look into the matter, I will be pursing additional assistance from Consumer Protection in both Utah and Virginia, the VA District Attorney, and the VA Department of Justice.  I will also be informing these sources that the Utah Revdex.com closed my complaint against Vivint without providing me the opportunity to respond.I have fulfilled my contractual obligation with Vivint.  Despite their claims otherwise, Ted A[redacted] changed the terms of the contact from 60 months to 12 months.  There were multiple children in my home, besides my own children, that were witness to this.   The “Total Cash Price for Service” was explained to me by Mr. A[redacted], as the cost of the equipment which I would have to pay if I terminated the contract before 12 months.  I maintained the contact for 18 months.  I more than fulfilled my contractual obligation, therefore there is nothing due to Vivint.  I propose that if they want to pick up their equipment, I have no problem with such a compromise.I reject their offer.  I demand Vivint bring my account to a $0 balance as I cancelled my account in October.  I had always paid on time and been in good standing.  I owe Vivint no money.Vivint needs to deal with their employee.  Frankly, by their refusal to accept responsibility for their employee calls in question their unethical and illegal business practices.  Mr. A[redacted] changed the 1 in the 12 to a 4 after he left my home.  I never received a copy of the contract.  I wasn’t aware my contact was illegally extended until I attempted to cancel.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
In May 2017, I filed Complaint #[redacted] against Vivint as they were disputing terms of my contract. I wanted to terminate my service as I was moving. I have emails from Vivint employee Jay M[redacted], dated May 10, 2017, which quoted me a final payoff to terminate my contract. I paid them - they check cleared Vivint's account on or about May 30. With my payoff, I requested Vivint place my on their permanent "Do Not Contact / Do Not Solicit" list. I moved on May 30 to my new residence in Cedar Hills. I received a bill from Vivint yesterday. The bill was in my name and had my previous address listed. The account number was different than my old Vivint account. I called Vivint for an explanation. I provided the Customer Rep with my email address and passcode; however, the Rep told me that my information was wrong and they would not give me details about the account in question. As the account is using my name, and presumably, my social security number, my credit rating is at stake. I paid Vivint to close my account but it is clear that they did not do this; OR, they sold my contract to the owner of my old residence without my expressed written permission to do so. I asked the rep to remove my name from the account OR refer me to their legal department; however, the Rep refused to do either of those.I want my name taken off of this account immediately. Vivint and the account holder do NOT have my permission to use my name and my personal information on any account. I do not have any contract with Vivint. I want verification from Vivint that this has been done and an apology for wasting my time with an issue that was resolved in May and for the anxiety that this has caused. After that, I want NO FURTHER CONTACT with Vivint in any manner.Sincerely,
[redacted]

January 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 3, 2015          To Whom It May Concern:I have...

reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. Mrs. [redacted] alleges that her sales representative guaranteed a savings of forty-two (42) dollars a month from her smart thermostat.  Mrs. [redacted] desires cancellation of her Vivint agreement 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. During the recorded Pre-Installation Survey, Mr. [redacted] represented that the 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.   Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  Mrs. [redacted] has been notified of the options to downgrade her services in order to reduce her monthly rate. In order to assist Mrs. [redacted], Vivint will reduce Mrs. [redacted]’s monthly rate by $** a month without any downgrading or penalty. If she would like to further reduce her monthly rate, I would advise her to call Customer Loyalty at ###-###-####, and arrange a reduction of her monthly rate.   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 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

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

October 25, 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 3, 2016           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 he has been having issues with the system since it’s been installed. Ms. [redacted] requests that Vivint cancel her System Purchase and Service Agreement (“Agreement”) without penalty. A representative from Vivint has recently attempted to contact Ms. [redacted] over the phone in an effort to resolve her concerns but was not able to speak with her. Vivint will cancel Ms. [redacted]’s Agreement without penalty if the equipment is returned back to Vivint. The representative who contacted Ms. [redacted] left a voice mail with a number she can contact to schedule an appointment for a technician to pick up the 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

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

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and  will accept it just to get rid of this company.It's unfortunate in Vivint's response, they don't explain quite all of the details.  They seem to have conveniently left out a few to make it appear this is all the customer's fault.The malfunction of the system occurred on June 19, 2016 which was a week-end.  When I reported the malfunction, the person I spoke with said he could not book a technician to come fix the system because it was the week-end.  He said scheduling would call to book an appointment.  And yes they did call to book an appointment as stated for June 22.  We were not home when scheduling called.  They left a message on our answering machine to say an appointment was scheduled and that we needed to call to confirm the appointment.  We were away and did not call Vivint to confirm the appointment.  I still have the voice mail if they want it.  However, they sent out a technician anyway.  The technician was dispatched & left his message on our door to say he had made his visit.  Interesting how Vivint left this bit of information out of the chain of events.  Instead, they said the appointment was made, they paid a visit and we weren't  home.  This was made to sound like our fault because we weren't home.Further, yes a vivint representative did call and offered not to charge for September and October for what they call a courtesy!  LOL!!  But the system still was not fixed!After making a complaint about the November account dipping, I received an email from Vivint offering various options to extend my contract.  I responded by saying "Let's get the system fixed before we talk about a package."  Vivint did not respond.  Unfortunately, I would never recommend this company to anyone.  Unfortunately, poor customer service travels faster than good customer service.    
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: These are two different accounts. I closed my account. But this complaint is about Mrs. [redacted] account.  I had to discuss with someone, because the individual I spoke with gave me the phone number to fax in the death certificate, and told me to give them a couple of days before falling to ensure they had received it.  I've talked to several representatives about this issue, and they are lying.  I pray to God no one has to ever experience this undue hardship. In the end they'll lose more than they gain.
Sincerely,
[redacted]

September 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 19, 2011           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. 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]

February 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: December 29, 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 contacted Mr. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. If Mr. [redacted] needs any additional assistance, 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