Vivint Smart Home Security

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]

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]
 The technician that removed the equipment took pictures of the damage and as of this date I have not had ANY request from Home Damage Department or Any Department requesting a copy of the fire report.  I offered to submit, I believe, to each person I spoke to regarding this matter and no one confirmed that they wanted it. Thank you for your understanding and allowing this to be resolved in the favor of cancellation.

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 19, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records show that Ms. [redacted] stopped making her monthly payments after February 2017 and has an outstanding balance of $107.98. A written notice of cancellation was provided by Ms. [redacted] on March 20, 2017.Vivint has offered to waive any invoices after Vivint received Ms. [redacted]’s notice of cancellation. If Ms. [redacted] wishes to cancel her Vivint account, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232 to resolve her outstanding balance. 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]

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.
Thank you very much for your help!
Sincerely,
[redacted]

September 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 25, 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 has had equipment complications with her system since the time it was installed, and that she has been unable to cancel her Agreement with Vivint and has gone back to her previous alarm company.  Ms. [redacted] desires cancellation of the Agreement without penalty.  Vivint’s records indicate that Ms. [redacted] did notify Vivint of equipment complications, and that Vivint determined it was the existing equipment from a previous alarm system that was malfunctioning.  Vivint replaced some of the equipment with new wireless sensors, but generally cannot warrant equipment not installed by Vivint.   Furthermore, Ms. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she 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 $[redacted] each month, plus applicable taxes, during that term.  Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $[redacted]; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 50%, bringing the total payoff amount to $[redacted].  If Ms. [redacted] wishes to take advantage of this 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 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 18, 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] alleges that her doorbell camera has stopped working due to her transformer shorting and requires an electrician to repair and that her alarm system is for an apartment and not a house. Vivint’s records indicate that Ms. [redacted] has been approved for reimbursement up to $[redacted] for the repair of her transformer. Since it will take some time for an electrician that works with Vivint to get to her home Vivint has offered to pay another electrician of her choosing for quicker service. Ms. [redacted] has denied this offer, never the less Vivint’s offer will stand until the necessary repairs are made. Further, Vivint does not install alarm systems specifically designed for an apartment. The security system is not permitted to have an outdoor siren due to noise ordinance laws. Ms. [redacted]’s system is meant to protect her home. Regardless, Vivint will agree to cancel her Agreement without penalty as long as Vivint can remove the security equipment from Ms. [redacted]’s home. If Ms. [redacted] desires to take advantage of this offer I would advise her to call into Vivint to schedule a time that works best for her to have a Vivint technician come remove the Vivint equipment. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 1, 2016           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint has waived any remaining balances and cancelled the account. Ms. [redacted] is under no further obligation to Vivint. If she has any further questions or concerns, she 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

January 23, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 21, 2017         To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that the matter is currently being 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

May 1, 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: September 3, 2014           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 moved, and that Vivint has not been able to successfully schedule an appointment to install equipment in his new home, and has not refunded payments made while awaiting service.  Mr. [redacted] desires cancellation of his agreement without penalty. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve this matter.  Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.   Vivint has sent $[redacted] back to the bank account on file, to refund Mr. [redacted] the payments made in March and April 2015. 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]. [redacted]

Complaint: [redacted]
I am rejecting this response because:
Dear Revdex.com I would like to reopen a case that was supposed to be resolved through your company. In june I  emailed you about a problem with vivint alarm and monitoring company and after much trouble and a lot of investigation the results were we agreed to accept a full refund of two months payment and they would close the account immediately. Not questions asked we agreed to the terms we was refunded and no payment was taken out in July, so when checking my bank statement today they have taken out 79.99 . This company is the biggest scam artist ever,they say we never canceled the service which is a flat out lie . Three family members have tried to cancel it for five or better years and it always seems to get taken from the bank account, so after several attempts we went to the bank and stopped payment of 49.99 so for one month they got nothing and we thought it was resolved, but the next month they was smart and took 2 payments which was around the first of June ,we where extremely mad and contacted your company and it was determined that the company vivint would close the account immediately after the refund, they refunded the money waited to months and charged for 2 months.  This is not right there are over 1500 bad reviews online about this company ranging from longer contract than agreed to taking money after account is closed. I  asked for a full refund and they  told me that I  was lucky to be refunded the first time. At this point I'm keeping all emails from them and you along with taking notes also I will start recording my calls because I have a feeling I will have to take it to court  .THIS Company  Should Be Shut Down
Sincerely,
[redacted]

August 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: January 31, 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 has had numerous issues with her alarm panel and that she tried to have her System Purchase and Services Agreement (“Agreement”) taken over by her sister but Vivint could not facilitate her sisters installation soon enough and the Agreement was never taken over. Ms. [redacted] desires cancellation without penalty and a refund of all monies paid to Vivint. Vivint agrees to cancel Ms. [redacted] Agreement without penalty. As of the date of this letter Ms. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Ms. [redacted] gave Vivint permission to transfer her Agreement to her sister on June 1, 2016. Vivint did not receive communication from Ms. [redacted]’s sister. Previously, on August 18, 2015 Ms. [redacted]’s sister decided against taking over the Agreement and it remained Ms. [redacted]’s responsibility. Since Vivint has been providing monitoring service to the alarm system a refund of monies paid to Vivint is not warranted. 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]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:My main complaint was regarding how vivint technicians failed to repair the sustem which they installed- which my account was on autopay and in current standing orherwise you would not have dispatched a technician. Very interesting that you don’t mention how you failed to service the account but still expected for a payment to be made. The service is terrible and customer service is not help either. The agremeent is murual- vivint provides for a service which in return the customer pays for. Vivint failed to maintain their end so why should I keep paying for a service not provided. The current standingg of my account is unreated as you failed to service it and maintain is working order. I waited for different technicians in the span in 4 months and the last one that was suppose to fix all the issues never showed up. That is your problem not mine. Ridiculous that you expect customers to blindly pay for something that doesnt work. Cameras do not work. Door locks do no work. Space monkey does not work. Never sent the smoke detectors to get installed of which I was promised 2. Repeaters were garbage and made no difference. What part exactly did vivint comply in? Because nothing worked and my calls to vivint are in the system with notes statingthe terrible service I was having from the beggining. As to vivint stating to repaint my home- I asked for the wall to be repaired where the damage was done- I didnt ask for something out of the ordinary simply to leave my home the way it was when your horrible technicians arrived. 
Sincerely,
[redacted]

April 6, 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: December 11, 2013                                                 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 misled by a Vivint representative regarding the term of her agreement, and that she thought she signed a 12-month agreement.  She is requesting cancellation of her account. On December 29, 2015, Ms. [redacted]’s account was cancelled and sent to collections due to non-payment. However, at this time, Vivint has agreed to remove her account from collections immediately and keep the account cancelled. 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 December 11, 2013. During the recorded Pre-Installation Survey, 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 $[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 her representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Despite the above information, 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

June 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] [redacted] Vivint Account #: [redacted] Date of Agreement: NA           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 issue is being resolves to Ms. [redacted]’s satisfaction. A check for $150 is being sent to Ms. [redacted] for damage done to her old system. Ms. [redacted] may contact Vivint’s representative 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: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:  Vivint never accomplished their end of the contract.  How can I be so wrong when there have been 3467 complaints to the Revdex.com in the last three years about Vivint.?  Problems with products andservices listed as 2225, and banned in several states.  I was prepared to fight them in court, where I know I would have won.  Instead they sell my contract.  So they have their money.   I truly believe one day they will get their due. I willwork with the collection agency on this matter.I just want to thank Revdex.com for your timely correspondences.
Sincerely,
[redacted]

July 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  Margaret T[redacted] Vivint Account #: [redacted] Date of Agreement:  August 24, 2010 To Whom It May Concern: I have reviewed the...

information provided by Ms. T[redacted] and appreciate the opportunity to respond. In her complaint, Ms. T[redacted] alleges that she has been trying to cancel her account for over a year. Ms. T[redacted] desires cancellation of her agreement without penalty, and the refund of monies paid to Vivint over the last year.  Vivint’s records indicate that Ms. T[redacted]’s son informed Vivint that his mother had moved into a nursing home on April 25, 2014. Ms. T[redacted]’s son did not have the proper information at the time in order to be given any account details. Vivint mailed out documentation in order to assist Ms. T[redacted]’s son further. On June 17, 2015, Ms. T[redacted]’s son called in and claimed to have cancelled the account in June 2014. Vivint has no record of this request. Ms. T[redacted]’s son was educated on Vivint’s cancellation policy and the documentation needed in order to assist him. On July 6, 2015, Ms. T[redacted]’s son called in to check on the paperwork he sent to Vivint. Vivint did receive the paperwork. Ms. T[redacted]’s son then requested that Vivint refund his mother’s payments for the last year. Ms. T[redacted]’s son was informed that Vivint would be able to do so if he could provide proof of his request. A representative from Vivint has recently attempted to contact Ms. T[redacted], in an effort to resolve these concerns. The refund of Ms. T[redacted]’s Vivint account for a year is not warranted at this time; however Vivint would like to assist Ms. T[redacted] further. Vivint can refund Ms. T[redacted]’s account if she can provide proof that she has resided in a nursing home for the past year. Ms. T[redacted] may email this documentation to: [redacted]@vivint.com, or fax it to: [redacted], 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: [redacted] attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]

July 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Melanie M[redacted] Vivint Account #: [redacted] Date of Agreement: June 16, 2012           To Whom It May Concern:I have...

reviewed the information provided by Ms. M[redacted] and appreciate the opportunity to respond. In her complaint, Ms. M[redacted] alleges that she was unaware of the initial term of her Agreement, and that she has recently requested cancellation of her account but has been unable to cancel without penalty.Vivint’s records indicate that prior to the installation of any equipment, Ms. M[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. M[redacted] completed the required Pre-Installation Survey on June 16, 2012. During the recorded Pre-Installation Survey, Ms. M[redacted] represented that she understood and agreed to the 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. M[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. M[redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Cancellation of Ms. M[redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Ms. M[redacted], in an effort to resolve these concerns.  In an effort to assist Ms. M[redacted], Vivint has reduced her payoff amount by 55%, and Ms. M[redacted] has agreed to continue service until this reduced balance is paid. Vivint’s representative is available to Ms. M[redacted], to ensure that this offer is carried out 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

April 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 19, 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 she signed up for Vivint in 2010 and believes the account should be cancelled. However, Vivint continues to bill her for the service. Ms. [redacted] desires the cancellation of the account without penalty. A representative of Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to cancel Ms. [redacted] without penalty. Vivint’s records show that on July 19, 2010, Ms. [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 February 19, 2014. Mr. [redacted] represented that he was interested in extending the term of his agreement in exchange for a lower monthly rate.  Based upon this representation, Vivint offered a thirty-six (36) month extension to which Mr. [redacted] agreed. Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively: You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint.  She may contact Vivint’s representative if he has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, 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] alleges that she is still receiving collection calls. Ms. [redacted] desires a written statement from Vivint stating the account is cancelled and the balance is zero.  After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint.  However there is still an outstanding balance on Ms. [redacted]’ account. In July 2015, Vivint refunded Ms. [redacted] through applying credits to Ms. [redacted]’ account and refunding the credit to Ms. [redacted]’s banking account. A few days later, Vivint records indicate the charge was disputed through Ms. [redacted]’ bank account. This caused Vivint to refund Ms. [redacted] twice. Ms. [redacted] currently owes Vivint a balance of $[redacted]. She may settle this balance with Vivint’s billing department ###-###-####.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 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 26, 2012 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 Vivint was unable to tell him when his system lost signal due to a recent phasing out of the type of cell unit in his panel. As such, Mr. [redacted] desires cancellation of his account, and a refund. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns. Vivint’s records show that on February 16, 2017, a representative from Vivint spoke with Ms. [redacted] regarding this concern. This representative confirmed that Vivint was receiving signal from the system up until February 4, 2017. This representative sent Ms. [redacted] a letter stating this as well. However, Vivint would like to discuss this matter further.   Vivint would like to speak with Mr. [redacted] to follow up with the discussion on February 16, 2017. Mr. [redacted] may contact Vivint’s representative directly, or he may contact the 24/7 Customer Care 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