Vivint Smart Home Security

Complaint: [redacted]
I am rejecting this response because:
These statements are a lie. I was never told they would waive the fee, I even asked about it and they said I would have to pay it although it was a equipment problem(it seemed). The credit was suppose to be applied in December, and I've called every month and they hadn't put it through or it hadn't been "approved". I canceled card, so they finally decided to call me to get payment after two months of taking my money out when I was suppose to have a credit. Lady on phone told me it was approved but no one had even submitted it to go through. Haven't heard back since and they were suppose to call two days later that phone call. Customer service and customer loyalty representatives are rude and don't care what I have to say. 
Sincerely,
[redacted]

July 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, 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] states that he has overpaid for services since his system was installed. Mr. [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 for. Once Vivint became aware of this issue in April of 2017 Mr. [redacted]’s monthly rate was adjusted to the correct rate. Vivint is willing to refund the $374.00 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 $299.94.  Alternately, Mr. [redacted] has been offered to apply the pending refund to his payoff amount. In which case he would be refunded $74.06 and his account would be eligible for cancellation immediately. Mr. [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: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 11, 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 29, 2013           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint, she explains that she has had issues canceling her account, as well as billing issues after the account was canceled. As such, Ms. [redacted] requested her account to stay canceled and her account balance cleared.A representative from Vivint has recently attempted to contact Ms. [redacted] via email to resolve her concerns. Vivint’s records show that this issue has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled and the balance of the account cleared. Ms. [redacted] no longer has any obligation to Vivint. Ms. [redacted] may contact the Vivint representative who reached out to her 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

August 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 2013           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. Her service has been cancelled as requested and the past due balance of $179.96 has been waived.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]

February 12, 2018Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 11, 2017           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] and is currently working to resolve his concerns. Vivint is awaiting documents from Mr. [redacted] to aid in resolving his complaint and is working to provide him an updated loan amount.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.
Sincerely,
[redacted]

September 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: April 6, 2013           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has experienced some confusion regarding her monthly bill and how long her contract is. Ms. [redacted] requests that her monthly bill be decreased and from $68.99 to $28.99 and her contract length lowered. 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 Ms. [redacted]’s original contract was for 42 months with a monthly payment of $68.99. When Ms. [redacted] extended the contract Vivint offered to put some credits on Ms. [redacted]’s account for a number of months. When those months were over the monthly payment went back to the original amount. In an effort to assist Ms. [redacted] Vivint has removed 12 months off of the contract term. 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

August 5, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Reginald M[redacted] Vivint Account #: [redacted] Date of Agreement: November 21, 2013           To Whom It May Concern:I...

have reviewed the information provided by Mr. M[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. and Ms. M[redacted] in an effort to resolve these concerns. Vivint’s records indicate that this matter has been resolved to Mr. M[redacted]’s satisfaction.  Vivint appreciates the feedback given by Mr. M[redacted] regarding his experience with customer 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

April 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 12, 2011            Date of Addendum: January...

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 she attempted to cancel her account, but instead she was offered an extended term in exchange for some free months of service. She desires cancellation of her agreement without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns.  At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account. Vivint is also willing to waive Ms. [redacted]’s past due amount and close the account with a zero balance. Vivint’s records show that on August 12, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding her alarm service on January 27, 2015.  Ms. [redacted] represented that she was interested in extending the term of her agreement in exchange for six (6) free months of service.  Based upon this representation, Vivint offered a thirty-six (36) 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 thirty-six 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 she 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 22, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: August 29, 2013                                                                To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has recently contacted Mr. [redacted]. If Mr. [redacted] has any further questions or concerns, he may contact that 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

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] [redacted]

June 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 8, 2016          To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal, Ms. [redacted] states she has experienced equipment complications with her security system that have not been resolved. Ms. [redacted] desires a credit to her billing account. Vivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement on October 8, 2016 with an initial term of forty-eight (48) months, a monthly services fee of $80.99, plus any applicable taxes, during that term. Section 4 of this Agreement states:WHERE PERMITTED BY LAW, WE DISCLAIM ANY IMPLIED WARRANTIES PROVIDED BY LAW INCLUDING THE IMPLIED WARRANTIES OF MER- CHANTABILITY OR FITNESS FOR PURPOSE. WE DO NOT WARRANT THAT THE SYSTEM WILL ALWAYS DETECT, OR HELP PREVENT, ANY BUR- GLARY, FIRE, HOLD-UP OR ANY OTHER SUCH EVENT. WE DO NOT WARRANT THAT THE SYSTEM CANNOT BE DEFEATED OR COMPROMISED OR THAT IT WILL ALWAYS OPERATE. WE DO NOT WARRANT ANY WORK OR PRODUCTS PROVIDED BY YOU OR A THIRD PARTY USED IN CONNEC- TION WITH YOUR SYSTEM.I have credited Ms. [redacted]’s billing account in the amount of $242.97 of 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 charge. Should Ms. [redacted] still be experiencing complications with her equipment, I would advise her to call Customer Care at 1-800-216-5232, and schedule this appointment. 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 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: April 7, 2015           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint, she explains that she has had issues with the system not communicating to Vivint. As such, Ms. [redacted] requests cancellation 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 Ms. [redacted] entered into an agreement with Vivint on April 7, 2015. Ms. [redacted] agreed to an original agreement term of 42 months, therefore we are still within Ms. [redacted]’s agreement term. Further Ms. [redacted] agreed to section 12 of the agreement “Customer Duties” where it states “You will test the System’s protective devices and send test signals to the Center in accordance with our instructions at lease monthly” and “If a problem in the System occurs you will notify us.” Due to these facts cancellation of the account without paying the contractual buyout fees is not warranted.In an effort to assist Ms. [redacted] Vivint is willing to have a technician go to Ms. [redacted]’s home and fix any issues with the system at no cost. Further Vivint with put a credit on Ms. [redacted]’s account to cover the downtime of the system. If Ms. [redacted] would like to move forward with this resolution or if she has any questions she may contact the Vivint representative who reached out to her. 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:I did NOT SIGN THAT CONTRACT.
Sincerely,
[redacted]

January 27, 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 19, 2015           To Whom It May Concern: I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has had some issues with the service. 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 this matter is being resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been cancelled as of January 27, 2017. Ms. [redacted] no longer has aby obligation to Vivint. 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

June 26, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: Christopher H[redacted]  Vivint Account #: [redacted]  Date of Agreement: May 2, 2013         ...

  To Whom It May Concern:I have reviewed the information provided by Mr. H[redacted] and appreciate the opportunity to respond. In his complaint Mr. H[redacted] alleges that he moved residences and it is taking Vivint over two (2) months for the installation of the system into his new home. Mr. H[redacted] desires the installation of his system or cancellation of his Agreement without penalty. A representative from Vivint has recently contacted Mr. H[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in progress to being resolved. 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]

August 22, 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: June 23, 2010             Date of Addendum: November 8, 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] alleges that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint has agreed to immediately remove Ms. [redacted]’s account from collections.   Vivint’s records show that on June 23, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed in December of 2013.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on November 8, 2013.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) 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 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 information above, Ms. [redacted]’s account has been removed from collections and cancelled. 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]

July 19, 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: May 28, 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 upon signing the agreement, she was under the impression that she would receive 2 months of free service. Mr. [redacted] requests a refund of $131.98.   Vivint has agreed to immediately refund Ms. [redacted] $131.98. She will receive this refund back into her account within 7-10 business days. In addition, Vivint has issued a $40 credit to her account as promised by her sales representative. Vivint apologizes for any delay or inconvenience this has caused Ms. [redacted].   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 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 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] alleges that his System purchase and Services Agreement (“Agreement”) does not notify him of his cancellation fees. After review, Mr. [redacted]’s Agreement in Section 2 states the price, payment, financial disclosure and terms. Section 13 of his Agreement states his responsibility to pay off the remainder of the Agreement if he should request cancellation early. Vivint remains willing to troubleshoot any equipment that may not be working and schedule a technician at no cost for Mr. [redacted]. Repair, not cancellation, is the proper 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]

January 16, 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 6, 2014           To Whom It May Concern: I have reviewed the response by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response, she explains that she is not satisfied with the resolution presented. Ms. [redacted] requests that her account be canceled and the money credited to her account be refunded back to her.A representative from Vivint has previously attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this issue has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s account has been canceled as of January 24, 2017, and a refund of $153.28 has been issued to go back to Ms. [redacted]’s checking account that Vivint has on file. Ms. [redacted] may contact the Vivint representative who previously reached out to her 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