Vivint Smart Home Security

Complaint: [redacted]
I am rejecting this response because: I don't know how many times I have to say this. Your offer is not acceptable. Talk to Mark L[redacted]. Maybe he can give you some guidance.
Sincerely,
[redacted]

April 24, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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] alleges that she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement without paying the remainder of her balance.  Mr. [redacted] desires reduction of the term of her agreement, or cancellation of the Agreement at a reduced settlement fee.  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 12, 2014. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the reduced initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   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.  In an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 25%, bringing the total payoff amount to $[redacted].  At this time, Ms. [redacted] has declined that offer, but Vivint has reduced her monthly rate by $11.00, and the reduced payoff will be available to Ms. [redacted] at any time in the future.  If Ms. [redacted] wishes to take advantage of the reduced payoff offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

June 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: August 15, 2015           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]Chief Compliance Officer

June 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: June 7,...

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 he has had multiple complications with his thermostat that have not been resolved, and that he had a problem at the time of installation and has not requested any credits.  A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns.  At this time, Vivint will reduce Mr. [redacted]’s monthly services fee by $10.00 for the remainder of his Agreement term.Vivint’s records show that Mr. [redacted] notified Vivint of his recent thermostat concerns on June 1, 2017, and a technician was dispatched to his home on June 6, 2017.  During this visit, it was determined that the best course of action would be to downgrade the service by removing the thermostat. Vivint also applied a $25.00 credit to Mr. [redacted]’s account for any inconvenience with the scheduling process.Vivint agrees to the above resolution of reducing Mr. [redacted]’s monthly services fee as he is no longer using Vivint’s thermostat.  This change will take effect beginning in July 2017.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 10, 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 12, 2016                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she was falsely charged $199.00 for a door lock. Ms. [redacted] requests a refund of $199.00.   Vivint has issued a refund of $199.00 which will go back in her account within 7-10 business days. Vivint apologizes for any undue delay or inconvenience this may have caused.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

December 18, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: December 5, 2017                                                               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 was dissatisfied with the equipment and service. Mr. [redacted] requests a refund and cancellation of his account.   Vivint’s records indicate that the equipment has been picked up, Mr. [redacted]’s account has been cancelled and a refund has been submitted. Mr. [redacted] should receive this refund within 7-10 business days. Vivint apologizes for any inconvenience this may have caused.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

February 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 6, 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.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.
Sincerely,
[redacted] Yes, and thank you for "going to bat" for me.  The first email I sent Vivint was actually on September 10, 2016, as their cancellation policy requires.  I sent copies of my emails, both to Vivint Smart Home Security and to you at Revdex.com.  Therefore, they are in error when stating that my first notice of cancellation was in October 2016.  They also are in error, when stating that the service was cancelled in November, because the  $49.99 was still deducted from my checking account, more than 2 months after I sent notice to cancel.  But again, THANK YOU FOR REPRESENTING ME AND MY CLAIM to them.  That is probably what made the difference!!!  I will await that check in the mail for $149.97, and I also have learned my lesson.  I will deal locally in the future, with people I can see and meet with my own eyes.  It's too easy to be deceptive, when you don't ever have to look the customer in the eye, apparently!!  And to you, people at Vivint, if you don't want to be perceived as polished crooks, then I would invest the appropriate time and effort in  training your staff be more honest and ethical with your valued customers, than they think they can get away with.  Integrity is doing the right thing, no matter if any body is watching and reporting, OR NOT!!Thank you.  I do appreciate you doing the right thing, at this point, in ending this "business agreement" and in refunding me $149.97.[redacted]

May 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 5, 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] states that he was overbilled for his Vivint system, and that he has not received a refund of the monies she paid to Vivint.  Mr. [redacted] desires a refund of $647.32 and cancellation of his Vivint service.  Vivint agrees to cancel Mr. [redacted]’s service provided he returns the equipment which was installed in his home. Mr. [redacted] may contact a Vivint representative to arrange for the removal of the equipment by emailing [email protected]. Vivint’s records indicate that a refund in the amount of $647.32 was processed back to Mr. [redacted]’s card on May 19, 2017. I apologize 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]

September 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 1, 2015           To Whom It May...

Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] alleges that his cameras have not been installed yet and has been having issues with his doorbell camera and thermostat. Mr. [redacted] desires cancellation of the agreement or the replacement of his system equipment. Vivint’s records indicate that Mr. [redacted] has an appointment to have his camera installed on October 5, 2015. During this appointment the technician will be able to resolve the issues with his doorbell camera and his thermostat. A $** credit has been applied to Mr. [redacted]’s account for the time he has been without cameras.  Vivint would like to ensure that Mr. [redacted]’s alarm system will operate efficiently, Mr. [redacted]’s account has been upgraded to premium service. Mr. [redacted] will now receive free battery replacements and free technician visits for the lifetime of his Agreement to resolve any issues with the alarm system, this includes free equipment exchanges as necessary. I would advise Mr. [redacted] to inform Vivint of any system issues he may experience along with performing his monthly system tests to ensure that the alarm system will operate efficiently.  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 6, 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 11,...

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 he has had equipment complications and that Vivint has not given him adequate downtime credit for these issues. Mr. [redacted] states that he refuses to have a technician visit or to pay for service until his past due balance is waived.  He desires cancellation of his Agreement without penalty and for Vivint to waive his past due balance.  At this time, to assist Mr. [redacted] Vivint agrees to apply a credit of $175.92 to his account, which will clear the past due balance.  Vivint will also offer a service visit at no cost to Mr. [redacted], for a technician to address any complications he may have with his Vivint system.Vivint’s records indicate that Mr. [redacted] signed an Agreement on July 11, 2016, in which he agreed to an initial term of forty-two (42) months and a monthly services fee of $65.99, plus any applicable taxes, during that term.  Mr. [redacted] has notified Vivint of issues with his equipment, but he has declined Vivint’s offers to send a technician. Both cancellation of Mr. [redacted]’s Agreement without penalty, and downtime credit for a period of time that equipment issues could not be addressed with a technician are not warranted at this time; however, Vivint agrees to the above resolution.  Mr. [redacted]’s charges for November and December have been waived and his account balance is zero until January’s invoice.  He may call Customer Care at 1-800-216-5232 to schedule his free service visit. 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 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 10, 2011           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted] alleges that she had an alarm on December 27, 2015 and that CBI Security checked the building and reported that it was secure. Police were called the following morning and it was found that an actual break-in had taken place. Ms. [redacted] desires an explanation of this incident. Vivint Inc. (“Vivint”) dispatched CBI Security in accordance to procedure set by the Murray Police Department. When an alarm is activated, Vivint’s procedure is to contact the account holder. If we are unable to get in contact with the account holder or if the account holder requests, we dispatch authorities. The Murray Police Department requests that CBI Security is dispatched first. If CBI Security finds that the premise has been broken into, they dispatch police at that time. Vivint apologizes for any inconveniences caused by CBI Security. Unfortunately, Vivint does not have any further information regarding the break-in on December 27, 2015. I would advise Ms. [redacted] to contact CBI Security at ###-###-####. Their address [redacted]., Salt Lake City, UT 84115 should Ms. [redacted] prefer to file a complaint with them. 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 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 13, 2015         To Whom It May Concern:In her rebuttal, Ms. [redacted] rejects Vivint’s previous response. Ms. [redacted] desires the cancellation of account without penalty. Vivint maintains its stance in regards to Ms. [redacted]’s complaint. Vivint has provided the signed Schedule of Protection in its previous responses where Ms. [redacted] agreed to the extra charge of $240.00. Vivint has made an offer to cover half the cost of this charge if Ms. [redacted] would like to keep the two glassbreak sensors. Also Vivint has offered to waive the cost of the sensors completely if Ms. [redacted] agrees to return the two glassbreak sensors. The will remain as Vivint’s offers to Ms. [redacted].Additionally, cancellation of Ms. [redacted]’s account without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department 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]

October 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, 2016           To Whom It May Concern:I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative has recently contacted Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted] satisfaction. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: A repair estimate from [redacted] in the amount of $719.00 plus tax was faxed over to Marissa H[redacted] and she stated that standard installation rates advertised by [redacted] are $99-$199.00 (which is for a basic alarm with minimal equipment), so they are only willing to give me $200.00. I have 16 window contact, 3 keypads, 3 smoke/fire detectors, 2 motion sensors, 2 glass breaks all of which need to be reconnected and $200.00 does not cover it. I would like the $719.00 so I can have my alarm up and running as it's been two months now without the alarm and smoke/fire detectors.
Sincerely,
[redacted]

June 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: March 27, 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 her video camera has not operated since it was installed resulting in failure to identify a break in that occurred at her home. Ms. [redacted] desires a refund for a year of service and for Vivint to reimburse her for the cost of her television. Vivint’s records indicate that proper procedure was followed when Ms. [redacted]’s home was burglarized. The system alerted Vivint of activity in Ms. [redacted] home on June 4, 2016 at 9:02PM and the authorities were dispatched to her home. Vivint does not monitor a customer’s video cameras for privacy reasons and it is the customer’s responsibility to test their equipment at least monthly, including video cameras, and to inform Vivint if any issues arise so they can be resolved as stated in section 12 “Customer Duties” of the System Purchase and Services Agreement. Vivint has also been providing monthly monitoring service since Ms. [redacted] system was installed on March 27, 2015. As such, a refund for a year of service and reimbursement for Ms. [redacted]’s stolen television is not warranted. However, as an effort of goodwill Vivint has placed a credit to her account for $70 to reimburse her for monthly payments made for a camera service. 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

December 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of...

Agreement: January 10, 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 she had a break-in and that Vivint has not resolved her concerns.  Ms. [redacted] desires cancellation of her agreement without penalty.  Vivint’s records indicate that Ms. [redacted] has not notified Vivint of her break-in. A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns.  At this time, Vivint is awaiting documentation from Ms. [redacted], to proceed in reviewing the incident. If Ms. [redacted] will provide Vivint with a sheriff’s report from this incident, her request for compensation will be further reviewed.  Ms. [redacted] may email this documentation to: samantha.l[redacted]@vivint.com, or fax it to: (801) 765-5759, for faster processing.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759 attention Department 160 - Legal.                         Sincerely,                         Nathan *. W[redacted] Chief Compliance Officer

June 13, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 14, 2010           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] states that Vivint failed to cancel his account after he sent in a formal request. Mr. [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled and a refund of monies paid to Vivint since he first requested cancellation on January 2, 2016.  Mr. [redacted]’s account has been closed and a refund has been sent to him in the amount of $140.94. He should receive this refund in seven to ten business days. As of the date of this letter Mr. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Mr. [redacted] sent in his notice of cancellation on March, 3 2016. Pursuant to the signed Agreement, a written notice of cancellation must be received and remains on file for thirty days before an account is cancelled. Vivint agrees to refund all payments made by Mr. [redacted] since his notice of cancellation was received.  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Rebecca M[redacted]