Vivint Smart Home Security

January 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 18, 2012           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 is in the process of being resolved to Mr. [redacted]’s satisfaction. If he has any additional concerns, Mr. [redacted] may contact Vivint representative. 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 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: September 22, 2016          To Whom It May Concern:I have reviewed the response from Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal, Ms. [redacted] explains that she did not agree to an original agreement term of forty-two (42) months and states again that she had issues with the equipment. As such, Ms. [redacted] requests cancellation of her account without penalty.Vivint maintains its stance that cancellation of Ms. [redacted]’s account without penalty is not warranted. 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 September 12, 2016. During the recorded Pre-Installation Survey, Ms. [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 plus any taxes 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. Due to this and because Vivint has not had an opportunity to fix any equipment issues Ms. [redacted] might be experiencing, termination of the agreement without penalty is not warranted.Despite this information Vivint is still willing to discount Ms. [redacted]’s contractual buyout fee by twenty-five (25) percent if Ms. [redacted] wishes to terminate her agreement early. A Vivint representative has previously attempted to contact Ms. [redacted] to resolve her concerns. If Ms. [redacted] would like to proceed with this resolution or if she has any questions she may contact the 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

September 3, 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 8, 2016           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint Ms. [redacted] explains that he has experienced issues with the service. Ms. [redacted] requests that his account be canceled.  Vivint’s records indicate that this issue is being resolved to Mr. [redacted]’ satisfaction. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account will be canceled and a refund will be sent for all monies paid to Vivint. If Mr. [redacted] 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: 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 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted]Date of Agreement: May 7, 2016To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate...

the opportunity to respond. Mr. [redacted] states that he notified Vivint of his intent to cancel on May 13, 2016, but Vivint drafted the monthly services fee in June 2016. He requests a refund of June’s payment.This letter shall confirm that Mr. [redacted]’s account is closed and Vivint has processed a refund in the amount of $73.82 to the checking account ending in 3156. Mr. [redacted] should receive the refund within two weeks. Vivint believes this matter is 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint account number: [redacted] Agreement date: June 30, 2007    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 failed to receive a final invoice from Vivint. Ms. [redacted] further states that Vivint has negatively affected her credit score.A representative from Vivint has attempted to contact Ms. [redacted], in an effort to resolve these concerns. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint was cancelled on November 28, 2016 and she has no further contractual obligation to Vivint. Vivint’s records further show that Ms. [redacted] does not has a billing account in collections. 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 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

August 6, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 25, 2013           To Whom It May Concern: I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ complaint he explains that he was told by the sales representative Mr. [redacted] could cancel is account when he was moving. Then when Mr. [redacted] was moving he was told that he could not cancel his account. Mr. [redacted] desires her account to be canceled.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] satisfaction. Mr. [redacted]’ account has been canceled as of August 6, 2016. Mr. [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

October 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 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 issues with the equipment and a services since his system has been installed. Mr. [redacted] states that he never received a credit for a month of service he was promised. A Mr. [redacted] further state that Vivint has failed to refund him for a sensor and has only given him $25.00 of credit for the time his service has not been working. Mr. [redacted] requests Vivint refund him for the flood sensor and credit for the time his service was down. Vivint will agree to add one (1) monthly credit to Mr. [redacted]’s account.Vivint’s records indicate that Mr. [redacted] was refunded for his flood sensor on July 25, 2016 to his credit card, in the amount of $120.00. Vivint’s records further indicate that Mr. [redacted] has been given a total of $151.43 in credit towards his Vivint account for the time he was without service and the month credit he was promised. Due to the above information, Vivint cannot submit another refund for the sensor unless Mr. [redacted] provides bank records indicating he never received his refund in July 2016. Vivint has agreed to add another month’s credit towards Mr. [redacted]’s account.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 8, 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: June 15, 2010                                                        To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   On December 19, 2014, Ms. [redacted] made a payment of $98.68. Vivint advises Mr. [redacted] to contact the collections agency to discuss the amount that is owed.   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]

October 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 1, 2016           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. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. 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 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

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 Vivint for allowing me to cancel on June 19th.  I wish your customer support team could have more understanding, the fact that hid behind that second agreement so feverishly is what let this escalate so much.  The second agreement was erroneous and should have never been created (after it was my wife called in, she thought she was only signing for a move not an extension).   Because of the way I was treated, I will not sign anything with Vivint again unless I see major changes being in the sales department and in customer support.  
Sincerely,
[redacted]

January 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 11, 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 his sales representative offer to payoff the remaining balance of his previous alarm service. Mr. [redacted] desires a refund of $193.10.  Vivint’s records indicate a credit in the amount of $193.10 was applied to Mr. [redacted]’s account. Vivint has agreed to send the credit out to Mr. [redacted] as a check. Mr. [redacted] should receive the check within 7 to 10 business days.  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 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 21, 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 she has been experiencing technical concerns that have yet to be resolved by Vivint. Ms. [redacted] desires the cancellation of the account without penalty.   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 May 21, 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 Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.    Ms. [redacted] notified Vivint of her concern with her door locks on May 19, 2015, and an appointment was scheduled for June 3, 2015. On June 3, 2015, the Vivint field service professional noted he could not find anything wrong with the door lock. On November 5, 2015, Ms. [redacted] called Vivint and reported another issue with her door locks. The assigned Vivint field service professional did not have a required piece of equipment and would need to order this piece and return at a later date. On December 15, 2015, Ms. [redacted] contact Vivint stating she had not heard back from the field service professional after he ordered the piece of equipment. An appointment was scheduled for January 2, 2016, and Ms. [redacted] was given a goodwill credit of $[redacted]. Vivint’s records indicate that the assigned field service professional was sick, and was unable to fulfil the appointment. Ms. [redacted] has an appointment for January 15, 2016 to resolve her concerns. Cancellation 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 55% off the payoff amount, bringing it to $[redacted]. Alternatively, should Ms. [redacted] wish to continue services, Vivint is to apply a credit of $[redacted]; a total of three months of Ms. [redacted]’s service fee. 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 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

 July 11, 2015 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that Vivint offered her a reduced settlement of her past due balance and indicated that she had until September 30, 2016 to pay the amount of $156.00 to have her service reinstated.  Ms. [redacted] explains that she called Vivint on September 30, 2016 and was advised that she was too late for the offer and would need to pay more to get her service back.  She desires reinstatement of her service for a payment of $156.00.  At this time, Vivint agrees to reinstate Ms. [redacted]’s service if she will pay the reduced cost of $156.00 to settle her past due balance.  This offer will be valid until the end of October, and she may contact Vivint’s Billing department at 1-800-216-5232 to accept the offer.Vivint’s records indicate that Ms. [redacted] had a significant past due balance, and Vivint’s Billing department offered her a reduced payoff of this balance to reinstate her service.  Vivint indicated that this reduced balance would need to be paid before September 30, 2016 and that after this date, the payoff would increase.  Ms. [redacted] called Vivint to accept the offer on September 30, 2016, the day after the offer expired.Ms. [redacted] currently owes Vivint $362.06 for service fees pursuant to her signed Agreement which were not paid.  However, Vivint will waive $205.56 of this balance and will renew its offer of service reinstatement for a payment of $156.00 if she makes this payment before October 31, 2016.   Ms. [redacted] may contact Vivint’s Billing department to accept this offer.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: Ronald J[redacted]  Vivint Account #: [redacted]  Date of Agreement: September 26, 2014           To Whom It May...

Concern:I have reviewed the information provided by Mr. J[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. J[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. J[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: February 20,...

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] states that Vivint has not fixed her products which are under warranty, and that she has requested cancellation of her account many times but that Vivint continues to bill her for service and is contacting her to demand payment. Ms. [redacted] desires for her account to be cancelled and no further contact from Vivint. Vivint’s records show that a technician was dispatched to Ms. [redacted]’s home on January 25, 2017 and that her door lock was repaired at that time.  Ms. [redacted]’s Agreement and service were cancelled on February 19, 2017.  She will not be contacted further by Vivint.  At this time, Vivint will also send a check in the amount of $65.26 to Ms. [redacted], to refund the last monthly charge of February 15, 2017 (invoiced before the account was cancelled).Vivint’s records further show that Ms. [redacted] signed an Agreement on February 20, 2013, in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no later than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Ms. [redacted] on January 20, 2017, and her account was invoiced for the $49.00 trip fee (for the service visit) and the last monthly services fee in February 2017.  Pursuant to the 30-day notice, Ms. [redacted]’s service was cancelled on February 19, 2017.Vivint apologizes for any hardship or inconvenience that Ms. [redacted] may have experienced during this cancellation process.  Ms. [redacted] has no further obligation to Vivint, and she may expect her refund check in the mail in 7-10 days.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:Mr. W[redacted]’s response exemplifies the lack of honesty and poor customer service I have experienced from Vivint, along with the technical failures of the system, which I am still experiencing to this day.  In Mr. W[redacted]’s first statement he claimed that the first issue was reported on February 19, 2015 and I was not willing to pay for a technician.  I then called back on March 7, 2017 and an appointment was made for March 7th.  According to him, I rescheduled my appointment and then called back again to reschedule.  In this new statement he now admits that I did not reschedule and that indeed his technician did not show up.  Mr. W[redacted] also changed his story that I simply had batteries changed in a motion detector on the last visit, to now admitting that the main panel was replaced.  Mr. W[redacted] had all this information available to him when he initially responded but did not disclose the truth because he knows that it makes his company look bad. I do not have the luxury of having all dates documented, but I called Vivint twice before February 19, 2015 because of alarms I was getting on the panel.  I was walked through some trouble shooting steps by technical support that solved the issue.  However, the problem persisted later, which prompted me to call back on February 19th and asked for a technician to be sent out.  I did refuse to pay for the technician to come out because I felt as though I shouldn’t have to pay to have equipment checked that had been installed for less than a year.   I then called at least twice in 2016 for issues with the panel communicating with the door locks and was walked through trouble shooting with technical support.  And prior to a technician coming out on April 27, 2017, I spoke with a technician who tried to troubleshoot the issues with the panel over the phone but nothing could be done.  The final issue with the panel was that it would not allow me to enter my pin and the alarm would go off when I came in the house or when I went to arm the house it would set the alarm off and give a message that the panel was being tampered with.  This occurred so frequently, the representative recommended putting the system on “Test” on there end so they did not have to call my phone or send a message through the panel to check to see if everything was ok.  With the system being on “Test” my house was technically not being monitored.  Mr. W[redacted] fails to mention any of these conversations I’ve had with their representatives.   At this point, I refuse to continue to pay for a service that has consistently not worked.  I’ve received poor customer service and would be a fool to keep taking off from work to let a technician come out to my house only to have the problem occur again.  I request a arbitrator look at my case and make a determination to whether or not I should have to pay for a service that I am not receiving and faulty equipment.  Again, the last technician was at my house on April 27, 2017 and I experienced equipment issues the following day.
Sincerely,
[redacted]

January 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 15, 2015          To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges that she does not recall participating in the Pre-Installation call.  Vivint has included a copy of this call with their response. Ms. [redacted] did agree to a month monitoring fee of $44.99.Cancellation 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 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]