Vivint Smart Home Security

May 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #:[redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 20, 2014           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint’s Claim Resolutions department has recently tried to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] is working with Vivint’s representative to resolve the situation to Ms. [redacted] satisfaction. 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: ###-###-####, 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

February 16, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: N/A              Date of Agreement: N/A                                                               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] explains that his tenant authorized the installation of a Vivint system in his home and the installation caused damage to his home. He further explains that he would like to reconnect the service. Mr. [redacted] requests that Vivint fix the damages and reconnect the service.   Vivint has directed Mr. [redacted] to contact Vivint’s sales team at 855-977-6899 so that he can create his own account and have the service reconnected. Vivint is not able to repair any damages that were authorized by his tenant.   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

March 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: July 17, 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 she was misled by Vivint regarding the terms of her agreement, and is now unable to cancel his Vivint account. Mr. [redacted] desires the cancellation of the account without penalty. A representative from Vivint has recently contact Mr. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to cancel his account prematurely, if Mr. [redacted] agrees to pay the past due balance of $[redacted]. Mr. [redacted] may contact the representative directly to accept the offer. 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 July 13, 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. Vivint has included this recorded Pre-Installation survey in their response.   Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after November 2015. As such, the account was cancelled for non-payment on February 27, 2016.Despite the above information, in resolution to this matter, Vivint is willing cancel the account without penalty upon receipt of the past due amount. He 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]

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]

June 28, 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 16, 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] states that he has had equipment complications with his security system.  Mr. [redacted] further states that Vivint is requesting a fee for a Vivint technician to inspect the system.  Vivint’s records indicate that Mr. [redacted] signed a System Purchase and Services Agreement on June 16, 2014 with an initial term of sixty (60) months, a monthly services fee of $69.99, plus any applicable taxes, during that term. Section 5 of this Agreement states:After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on September 7, 2014, and Vivint’s Scheduling department found an appointment for October 7, 2014; however Mr. [redacted] informed the Vivint technician that he no longer needed the appointment at that time.  Mr. [redacted] again called Vivint on April 15, 2015, and an appointment was scheduled for April 17, 2015.  Vivint was not notified of any further equipment issues until recently.  Despite this information, Vivint agrees to the above resolution.  Mr. [redacted] will not be charged for service until July 2015.Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to her home at no charge.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 signed an ipad type computer under the misguidance that there was a 30 day period to end services.  THREE days was never said or spoken and I did not read anything due to the computer font was really small and again I was misguided to believe that there was a 30 day grace period, we have NEVER heard of nor conducted business with anyone who only offers 3 days to retract a contract. We are very disappointed as we have NOTHING to gain by lying about what we were told from the beginning and your records should indicate that the system has not been used since January due to all the problems we had initially and failure of your company to show grace upon a 100% disabled veteran and his family.  A month of free service for a system we do not even use is an insult as we only want to terminate a service that was never worth starting.  If we are ever asked by anyone about our experience with Vivint it will not be positive.  With disappointment and sorrow,[redacted](PLEASE note that in our honesty we even updated credit card information so that we can continue to pay out and be billed for YOUR service that we do not use.  We could only hope that such integrity would be shown by your company for our family too.)  
Sincerely,
[redacted]

March 14, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]                                                                           To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he explains that he was going to take over an account but the technicians never showed up for the appointments. He desires for his and the previous homeowner’s account be canceled. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint has agreed to cancel both of the accounts involved. If Mr. [redacted] has any further questions, he may contact that 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

December 9, 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 24, 2014                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he moved into an assisted living facility. Mr. [redacted] requests cancellation of his account and a refund.   Vivint has agreed to immediately cancel Mr. [redacted]’ account. Additionally, a refund of $161.97 has been issued and will go back into his account within 7-10 business days.   Vivint’s records indicate that the letter that was received from the facility did not include the level of care that was provided which is required; therefore, the account was not to be cancelled until this was received.   Despite the information mentioned, 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: (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]

June 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Paul N[redacted] Vivint Account #: [redacted] Date of Agreement: April 26, 2014           To Whom It May Concern:I have...

reviewed the information provided by Mr. N[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. N[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in progress to being resolved to Mr. N[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 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  August 16, 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 his Vivint thermostat was installed incorrectly which resulted in abnormally high energy costs in December. Mr. [redacted] requests that Vivint reimburse him for this energy bill in the amount of $528.14.A Vivint representative has contacted Mr. [redacted] in an effort to resolve his concerns. Vivint has requested that Mr. [redacted] send his November, December, and January energy bills for review.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

October 2, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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 he was promised a free activation and he was still charged for it. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that prior to the installation of any equipment, Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on May 25, 2015. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty two (42) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] plus any applicable taxes each month during that term and an activation fee of $198.  Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.Due to Mr. [redacted]’s representations during the Pre-Installation survey cancellation without penalty is not warranted at this time. If Mr. [redacted] desires he may call into Vivint to review the survey. Never the less in an effort to assist Mr. [redacted], Vivint has placed a credit for two (2) months of service to his account totaling in $[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]

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 6, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]             Vivint Account #: [redacted]              Date of Agreement: April 16, 2015                                                   To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   Vivint does not have record of any such allegations, however, out of goodwill; Vivint is willing to cancel Ms. [redacted]’s account without penalty. 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

January 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: February 18, 2016           To Whom It May Concern:A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. An appointment with a Vivint field service professional is scheduled to inspect Mr. [redacted]’ equipment on Wednesday 11, 2017. Vivint’s records indicate that this matter is in the process of being resolved to Mr. [redacted]’ satisfaction. If Mr. [redacted] needs any further assistance, 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

February 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: July 11, 2012           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he was told that he would receive batteries to put in his sensors. As such, Mr. [redacted] requests that he be compensated for the downtime of his system.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved Mr. [redacted]’s satisfaction. Vivint has placed a credit on Mr. [redacted]’s account that will go toward his monthly payment to cover the downtime his system. Further Vivint would be able to send a technician to Mr. [redacted]’s to replace the batteries in his equipment and inspect the system. Vivint apologizes for any inconvenience for Mr. [redacted].  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: 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 10, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: August 31, 2013        To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In her complaint Mr. [redacted] alleges that he paid for two sensors, but never received the sensors. Mr. [redacted] desires the refund of charges.A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. A Vivint’s records indicate that a credit in the amount of $[redacted] to Mr. [redacted] billing account. If Mr. [redacted] requires further assistance, he may contact Vivint 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, 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 24,...

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 contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved with Ms. [redacted], and 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: 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 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 25, 2015        To Whom It May Concern:I have reviewed the...

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