Vivint Smart Home Security

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that the resolution to cancel and not charge me for an additional month for service is satisfactory to me Sincerely, [redacted]

Tell us why here...September 29, Revdex.com of Utah W SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: *** [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, 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 did not receive any bills for her account because her account contained wrong banking informationShe further explains that she did not receive referral credits that she was supposed to have receivedIn addition, she was not made aware of the 48-month agreement term lengthMs [redacted] requests that Vivint change her billing method to direct invoice and send a technician to fix her cameras A representative from Vivint has recently been in contact with Ms [redacted] and an appointment has been scheduled to fix her camera issuesIn addition, Vivint has agreed to waive the past due balance and issue a $referral credit to her accountMs [redacted] ’s billing method was previously changed to direct invoice per her request 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on June 17, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-eight (48) months She also represented that she would pay a monthly monitoring fee of $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 If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:What I consider to be acceptable is to be reimbursed the $installation fee and at least months of payments of $59.99, amounting to approximately $ Plus the payment of $that was taken February 17th, after I had been informed the contract had been cancelled as of February 11, Making a total out of pocket reimbursement of $ The cancellation of the contract with vivint is also necessary.Also, once your product is removed from my home, I feel I have the right to expect my house to be restored to its prior condition, being either repaired or replaced; ie, the core holes where the sensors were installed on both the front and back door frames, the holes where the monitor was installed on the wall, the deadbolt that was removed in order to install the system locking unit be put back in place, which would include any damage done to the door, as well as any other repairs in regards to any other placement of the product when it was installed I would prefer to hire someone to do the necessary work rather than rely on vivint Once the repairs were completed, I would submit an invoice to vivint for reimbursement for the cost incurred If you would agree to these terms, we could end this, terminate the contract and move on There will be no future business between vivint and myself Sincerely, [redacted] ***

October 6, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges she was informed there would be no cancellation fee to cancel her Vivint accountMs [redacted] further alleges she can no longer afford the systemMs [redacted] desires the cancellation of her account without penalty Vivint maintains its stance in regards to Ms [redacted] accountBefore for the installation of any equipment, Mr [redacted] completed a Pre-Install surveyThis survey confirmed the offer extended to Mr [redacted] , and confirms no offer was made to him that was not outline in the Purchase and Services AgreementFurther, Vivint offers its customer a three (3) day trial periodDuring this time, the customer has the right to cancel their Agreement without penaltyVivint receive no such request to cancel on Ms [redacted] during this periodCancellation without penalty is not warranted at this time.Should Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay $ [redacted] ; which is 25% off her original payoff of $ [redacted] Alternatively, should Ms [redacted] wish to continue services, Vivint is willing to reduce her monthly rate to $***, plus any applicable taxesIf Ms [redacted] wishes to take advantage of either of these offers, 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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

July 28, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 14, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she was misled by a Vivint representative regarding the term of her agreementMs [redacted] states she was under the impression that she would receive Vivint security equipment at no charge and that she would only be responsible for paying the monthly monitoring service feeMs [redacted] desires for Vivint to pay for her Vivint security equipment, totaling $971.99.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 departmentEvery 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on July 14, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) monthsHe represented that he would pay Vivint a monthly services fee of $and an equipment fee to Citizens Bank of $totaling $each month during that termFurther, Mr [redacted] represented that these terms were clearly outlined on the Agreement along with the Citizens Bank loan terms and conditionsMr [redacted] represented that Vivint’s representative did not make any promises or commitments which were not written on the AgreementVivint relied on Mr***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Vivint agrees to the above resolution: payment for Ms***’s Vivint security equipment by Vivint at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 17, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 11, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms***’s satisfaction Ms [redacted] has no further obligation to Vivint She 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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 17, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: January 12, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that he has had issues with the systemMr [redacted] requests updated equipment.A representative from Vivint has recently contacted Mr***’s wife over the phone in an effort to resolve these concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfaction Mr [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

February 19, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern:In her rebuttal, Ms [redacted] states she does not wish to do business with VivintMs [redacted] requests for remove her information from the systemMs [redacted] does not have an account with Vivint; as such Vivint will not use the informationIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because Vivint is a terrible home security companyThey have young kids go through neighborhoods selling this home security system that sounds too good to be true and it's notIt's awfulThe young techs connect the system and make sure it's working before they leave and one by one the cameras go offlineThey do not inform customers that the WiFi strength in the homes have to be at a certain level in order for the system to work properlyWhen you contact customer service to alert them that the system is failing the wait on the phone is a half hour minimumThat lets you know you're not the only Vivint customer calling in with issuesDO NOT BUY VIVINT HOME SECURITYIt's a waste of time and money [redacted] Security is times better for half the cost Sincerely, [redacted] ***

March 15, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 14, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionMr [redacted] has returned the equipment which was installed in his home and Vivint has agreed to cancel the Agreement as requestedIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

May 6, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 16, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsIt has been agreed that Vivint will immediately cancel the accountVivint’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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that he has experienced issues with his cameras and garage door controller that have remained unresolved despite numerous technicians sent to his homeMr [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty and for Vivint to remove the equipment from his homeVivint agrees to cancel Mr [redacted] Agreement without penalty provided Vivint can remove the equipment from his homeA representative will reach out to Mr [redacted] to schedule an appointment to have the system removed Vivint’s records indicate that Mr [redacted] has been experiencing difficulties with the Vivint cameras and garage door controller due to a slow internet connectionVivint does request that a customer obtain the proper internet connection required to facilitate Vivint’s equipment (Section 12)Nevertheless, Vivint agrees to the above resolutionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 22, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: July 28, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges that the signature listed as hers on the Purchase and Services Agreement has been forgedVivint takes forgery claims very seriously, and would like to assist Ms [redacted] with finding a resolutionMs [redacted] may contact Vivint’s Customer Loyalty department in order to open an investigation of her claimMs [redacted] will need to provide a copy of a driver’s license, passport or any notarized signaturePlease contact Vivint at ###-###-####.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

May 19, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 25, 2017To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that Vivint has missed multiple appointments to fix her camerasShe claims that she has spent hours on the phone to have this issue addressedThe desired settlement that Ms [redacted] requests is a ‘refund’At this time, Vivint is willing to refund the payments made while the system was not operating and provide two months of free serviceVivint apologizes for the inconvenience of any missed appointmentThe records show that appointments to address the camera issues were scheduled for May and May Vivint’s technician closed both work orders as ‘Customer No-Show’sThere is currently an appointment scheduled on a different technicianIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 21, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he has overpaid for services since his system was installedMr [redacted] requests a refund and cancellation of his service Vivint’s records indicate that Mr [redacted] did not receive the home automation equipment which he was charged forOnce Vivint became aware of this issue in April of Mr [redacted] ’s monthly rate was adjusted to the correct rateVivint is willing to refund the $which Mr [redacted] was overcharged.A representative from Vivint has recently contacted Mr [redacted] , in an effort to resolve these concerns Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $599.88; however, in an effort to assist Mr [redacted] , Vivint is willing to lower his payoff amount by 50%, bringing the total payoff amount to $ Alternately, Mr [redacted] has been offered to apply the pending refund to his payoff amountIn which case he would be refunded $and his account would be eligible for cancellation immediatelyMr [redacted] should contact the representative he has been speaking with to indicate which option would work best for him.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***

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 although I have yet to hear anything from the company (via phone,mail or email) as they statedNo response is needed now since they have taken care of the issue Sincerely, [redacted] ***

September 26, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] explains that he has experienced and issue with the sales representative and the serviceMr [redacted] ’s desired resolution is cancelation of the contractA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsIn an effort to help Mr [redacted] and to resolve this issueVivint can cancel the account without any additional charges, if Mr [redacted] will allow a Vivint technician to come to his home to remove the equipmentAfter the technician has removed the equipment the account and contract will be canceledIf Mr [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr [redacted] may contact the Vivint representative that reached out to him directly If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 16, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, 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 many misrepresentations that she was provided with by her sales representativeMs [redacted] is requesting cancellation of her account without penalty A representative from Vivint has recently attempted to contact Ms [redacted] via phone and email in an effort to resolve her concernsVivint has extended an offer out to her via email and if she would like to take advantage of the offer, she may respond to that email If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

June 22, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Chiaki S [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, To Whom It May Concern:I have reviewed the information provided by MsS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently attempted to contact MsS [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MsS [redacted] ’s satisfactionMsS [redacted] ’s contract does reflect monthsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

January 23, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 13, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondMs [redacted] alleges that scheduled several technician visits and that the technicians never came to service her equipmentVivint’s records indicate that Ms [redacted] ’ equipment is functioning correctly except for a door lock and a garage door controller according to phone calls made by Ms [redacted] Records indicate that on September 29, 2015, a technician was at Ms [redacted] ’s home, however, no one was able to answer the door for the technicianThe appointment on November 20, 2015, was cancelledThe technician scheduled for December 11, 2015, was able to service Ms [redacted] No phone calls indicate a cancellation request for the appointment on December 11, 2015.I have credited Ms [redacted] ’ account for three (3) free months 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 chargeA representative has recently tried to get in contact with Ms [redacted] , I would advise her to reach out to that representative or to call Customer Care at ###-###-####, and schedule this appointmentIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***