Vivint Smart Home Security

December 15, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: October 19, 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 there was an issues when starting her account that led to the account being put in the wrong name. As such Ms. [redacted] is requesting that her friends name be taken off that account and a $50.00 credit be placed on the account.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] was provided with a name removal document that when filled out and returned to Vivint will remove Ms. [redacted]’s friend’s name form the account, leaving only Ms. [redacted]’s name on the account. Vivint has also placed a $50.00 credit on Ms. [redacted]’s account. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

January 10, 2018       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]             Vivint Account #: [redacted]              Date of Agreement: April 23, 2014                                                   To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint is willing to cancel Ms. [redacted]’s account without penalty. 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

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]

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]

March 21, 2018       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: June 19, 2007                                                                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 previously resolved to Ms. [redacted] satisfaction. Ms. [redacted] account was cancelled on March 15, 2018. A refund was also issued to Ms. [redacted] on March 15, 2018 in the amount of $279.92, and will arrive within 7-10 business days in her checking account.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

May 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 7, 2012            Date of Addendum: March 25,...

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] states that he does not recall extending the term of his Vivint agreement, and now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.Vivint’s records show that on September 7, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Mr. [redacted] regarding his alarm service on March 25, 2015.  Mr. [redacted] informed Vivint that he was going to be moving. A Vivint representative informed Mr. [redacted] of the Vivint Moves Policy and explained to him that Vivint would waive the $99.00 move fee and lower the price of the Vivint Go Control Panel from $99.00 to $49.00 in exchange for his Vivint agreement being extended by forty-two (42) months to which Mr. [redacted] agreed.  Vivint’s Scheduling department found an appointment for March 25, 2015 to install a Vivint security system in his new home. Mr. [redacted] signed a System Purchase and Services Agreement on March 25, 2015 with an initial term of forty-two (42) months, a monthly services fee of $49.99, plus any applicable taxes, during that term,Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time.  Should Mr. [redacted] wish to cancel his agreement prematurely, her payoff amount would be $799.84; however, I would be willing to lower Mr. [redacted]’s payoff amount by 55%, bringing the total payoff amount to $359.93.  If Mr. [redacted] wishes to take advantage of this offer, I would advise him 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

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 - Contingent upon the October '17 refund promised by Vivint in this latest response, and that the November '17 & December '17 disputes made to my bank regarding Vivint charges, that were only conditionally credited, REMAIN credited with no dispute from Vivint; which I have made clear from the outset of my complaint, that these THREE charges to my account were all in dispute. This resolution is also accepted under the previously replied conditions Vivint personnel agreed to abide by, and close my account with their company, and all further charges to me, from Vivint, will cease immediately.  
Sincerely,
[redacted]

October 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 21, 2015           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.  Vivint maintains its position in that the system must be deemed faulty in order for cancellation without penalty to be considered. Vivint’s records indicate that the technician was able to resolve the issues with the system. If Ms. [redacted] is still experiencing system issues after her technician visit I would advise her to call into Vivint to review her account for a no penalty cancellation. 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]

November 21, 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: 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, he explains that he initially arranged for Vivint to install the system; however he decided not to get the system. Mr. [redacted] is requesting a full refund.   Vivint’s records indicate that Mr. [redacted]’s account was refunded the amount of $708.90 on November 11, 2016 and he should receive this amount within 7-10 days from that date.   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 29, 2016Revdex.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, 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 her system was not working while they were not at the house and that a Vivint Customer Care representative told her that the system was working. As such, Ms. [redacted] requests cancelation of her account.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that Vivint has not had an opportunity to fix the issue with Ms. [redacted]’s system. Vivint’s records also show that Ms. [redacted]’s feedback regarding the representative who she spoke to has been given to the proper management. Because of these fact cancelation of Ms. [redacted]’s account is not warranted. However, in an effort to assist Ms. [redacted] Vivnt has placed three (3) months of credit on her account to cover the downtime of her system plus some extra time as a show a goodwill. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

Complaint: [redacted]
I am rejecting this response because:August 13:  The sensor error did not happen while I was on the call but a day later, the sensor tripped at night and a false alarm was generated.  This woke up my family in the middle of the night and the neighborhood watch wanted to know what was going on.  I stopped setting the alarm after that.  August 17:  When I called they offered to ship me a magnet.  I told them that I cannot see anything in the window that remotely resembled a magnet.  The Vivint rep then said that there was no point in shipping the magnet.  The earliest date offered to me was Sept 8 for a technician to come outAugust 19:  A Vivint rep called and offered to send a magnet and I told her the same thing as above.  She offered to give me credit for the time the service was not available.  I declined for the reason below:Example 1:  If I were to hire security guard to protect my home and he got sick and said I will come back in a month, that would not be acceptable.  I need my home protected and a replacement guard needs to be made available.  We are talking about the safety and security of my home and a taking nearly a month to fix a sensor is not acceptable.Example 2:  If my internet was down, I would expect my ISP to fix it in a day or two.. my livelihood depends on working from home.  If they offered to fix it 3 weeks later, I would fire them.  Same thing with Vivint - my life, my family's life is at stake here... Vivint is supposed to protect my home and treat it as a priority...not take their own sweet time.  A few days is okay...3 weeks is not okay.Bottom line: 3+ weeks without protection is unacceptable.  I am moving on to another security provider who can fix issues in a timely manner.   
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
 The system does not work even close to acceptable and a refund has not been concluded. I think our agreement would be that the system works or its refunded. 
Sincerely,
[redacted]

January 5, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 30, 2017           To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Vivint has agreed to cancel Ms. [redacted]’s Agreement upon the return of the equipment which was installed in her home. 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]

January 18, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 11, 2015        To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. I have credited Mr. [redacted]’s account for a free month of service.  Vivint would like to ensure that Mr. [redacted] has all the equipment promised to him installed in his home, and will send a Vivint technician to his home to install a Vivint smoke detector and Vivint carbon monoxide detector. Should Mr. [redacted] wish to accept Vivint’s offer, he may call Customer Care at 1-800-216-5232 to schedule an appointment.Vivint’s records indicate that on December 14, 2017, Ms. [redacted] signed a Purchase and Services Agreement, representing that she agreed to an initial term of thirty-six (36) months of service. Section 2.5 of this Agreement states:PAYMENT AUTHORIZATION. YOU AUTHORIZE VIVINT OR ITS ASSIGNEE(S) TO MAKE ELECTRONIC FUND TRANSFERS FROM YOUR BANK ACCOUNT OR CHARGES TO YOUR CREDIT CARD ACCOUNT (THE “ELECTRONIC PAYMENT”) IN THE AMOUNTS IDENTIFIED ABOVE AS YOUR MONTHLY SERVICES FEE.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]

December 30, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 13, 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] alleges that he was contacted by an attorney stating he was hired in regard to a lawsuit on behalf of Vivint. Mr. [redacted] further alleges his account was cancelled with Vivint two years ago because of a military move and all the documents were sent to Vivint. Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) months. He also represented that he would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term. Mr. [redacted] contacted Vivint on January 31, 2014, to request cancellation of his account due to a military move. During this conversation with a Vivint representative, Mr. [redacted] was instructed to send in documentation of his military orders and a written notice of cancellation. Vivint never received the requested documentation in order for the account to be reviewed for possible cancellation; as such the account remained active and continued to be invoiced. Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after November 2013. As such, the account was cancelled for non-payment on February 28, 2014, and was sold to an outside collections agency.  Mr. [redacted] must settle the balance of his account with this outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me IF IT IS FOLLOWED AS OUTLINED BY VIVINT.  I expect my refund shortly
Sincerely,
[redacted]

October 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: August 10, 2017          To Whom It May...

Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] explains that he was told that Vivint would buy out his contract with is old security company, that he would be given a referral credit for referring his brother to Vivint and that he is being charged an additional $40 over his agreed price per month.At this time Vivint agrees to give Mr. [redacted] a $50.00 credit on his account for referring his brother to Vivint and a refund $106.00 to assist with the contractual buyout of his contract with his previous company. A Vivint representative recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. 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 Ms. [redacted] completed the required Pre-Installation Survey on August 10, 2017.  During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay Vivint a monthly monitoring fee of $49.99 and Citizens One $36.21 each month of that term. Further, Mr. [redacted] represented that the sales representative explained this information to him and that these terms were clearly outlined in the Agreement. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments as outlined in the Agreement. Vivint’s records show that the sales representative promised to pay $106.00 toward buying out Mr. [redacted]’s contract with his old security company.Because of this information, Vivint agrees to the above resolution. Mr. [redacted] will receive a $50.00 credit on his account that will go toward his next monthly bill with Vivint and a $106.00 refund. If Mr. [redacted] has any questions or concerns he may contact the Vivint representative who reached out to him.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]