Vivint Smart Home Security

Revdex.com:
I want to make sure that just like they put their equipment up and removed mine that they reinstall my old equipment in the correct working manner it was when they came. I also want paperwork stating that I will be out of contract with them and that I will not owe fees to them. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: When a sales representative is representing a company and tells a customer there are no cancelation fee I feel this needs to be honored. At 8pm, when they are pressuring my husband to get the equipment installed and I am trying to put our infant son to bed and he knows I just want them out of our house asap, he is going to trust the Rep standing in front of him assuring him it's all good. Now I do understand that perhaps [redacted] should have read through things and been more wary of signing with vivint, but I am usually the one that reads over everything and unfortunately at that time of evening I needed to be with my son. Vivint says on their website that they understand with life comes unforeseen circumstances and they are willing to look at those in the cancellation of an agreement. I expressed to Vivint that we are currently in a bad financial situation (also recently found out we are expecting another child) and do not have the money (not the 64.99 monthly and definitely not the $2500 to cancel). I feel that sometimes in order to provide good customer service you need to be able to make exceptions. All businesses have to do this from time to time to provide the best customer experience. I do not feel we should be paying for a service we are no longer utilizing. All equipment has been uninstalled.  We obviously can also not afford the $1900 they offered to help either when I currently can't even afford my sons diapers. I feel they should honor not just the word we were given by the sales representative but also what they stand by on their website. 
Sincerely,
[redacted]

October 17 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 21, 2016           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 has had issues canceling the account. Mr. [redacted] requests that the account be canceled and $164.00 refunded.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. The account was canceled on October 7, 2016 and the refund of $164.99 was issued on October 13, 2016. 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

July 29, 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: July 16, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint is currently working towards a resolution with Mr. [redacted]. The equipment has been removed from Mr. [redacted]’s home. The representative that has been in contact with him is waiting to receive pictures of the home damage so that Vivint can further review his request for compensation.   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]

March 21, 2018       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: February 9, 2018                                                   To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   Ms. [redacted] explains that a technician has fixed her system. She requests compensation for her inconvenience.   In an effort to further resolve her concerns, Vivint has applied a free month of credit to her 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

Complaint: [redacted]
I am rejecting this response because:We pay 59.99. per month, and not $10. I have two cameras in which I had to pay for, which was more than $110 they are offering. I just had a service tech come out last week, and both cameras are still not working. I would like to be refunded the FULL amount I had to pay for the cameras. Also, when they remove the doorbell camera, they need to replace it with another doorbell. I have all my billing statements if needed. I have been paying 59.99 just for monitoring, which is a rip off in itself.  
Sincerely,
[redacted]

Tell us why here...October 19, 2016   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: September 15, 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 she was supposed to receive the first two months of service free; however, their account was charged. Ms. [redacted] is requesting a refund of the payments made in September and October of 2016.  Cancellation is not warranted; however, Vivint has agreed to refund Ms. [redacted] $240.98 which will go back into their checking account within 7-10 business days. Vivint apologizes for any inconvenience this may have caused.  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 6, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: April 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] states that he has had numerous system issues since his equipment was installed, that his camera did not record a theft and Vivint’s sales representative misrepresented Vivint’s equipment functionality. Mr. [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty, a refund of all monies paid to Vivint, reimbursement of $1400 for a stolen pistol and $500 for lost time and stress. Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty. As of the date of this letter Mr. [redacted] has no further obligation to Vivint. Should Mr. [redacted] desire to have his alarm system removed he may contact my 24/7 Customer Service department at 1 800.216.5232 to schedule an appointment. Vivint’s records indicate that Mr. [redacted] entered into his Agreement on April 25, 2015. By signing the Agreement Mr. [redacted] agreed to test his equipment in accordance to Vivint’s Central Station at least monthly as stated in the Agreement (Section 12). Mr. [redacted] called into Vivint on May 12, 2016 to trouble shoot his cameras, and it was discovered that his alarm panel was not receiving a strong enough bandwidth connection from his internet provider. Vivint reset Mr. [redacted]’s alarm panel and reconnected his alarm panel to his internet. Vivint believed any equipment issues to be resolved and did not receive any communication from Mr. [redacted] until September 13, 2016 when Mr. [redacted] informed Vivint that his camera did not record a theft. It is important to mention Vivint’s “Limited Liability” (Section 3) to which Mr. [redacted] agreed to by signing his Agreement. Due to this Vivint will not be held liable for any missing items from Mr. [redacted]’s property. Vivint has been providing monthly monitoring service to Mr. [redacted]’s alarm system since it was installed. As such, a refund of all monies paid to Vivint and reimbursement for lost time and stress is not warranted. Vivint’s records indicate that following the installation of the equipment, Mr. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Mr. [redacted] completed the required Post-Installation Survey on April 25, 2015During the recorded Post-Installation Survey, Mr. [redacted] represented that he was satisfied with the installation of his system.  In addition, Mr. [redacted]’s signed Purchase and Services Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that he may request a service visit (Sections 5, 12).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 28, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 1, 2013           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. He 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

March 10, 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 15,...

2013           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 and Mr. [redacted] have agreed on a resolution in this matter.  A refund has been submitted and should be available to Mr. [redacted] in 5-10 business days. Mr. [redacted] may contact Vivint’s representative directly 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]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is fair even though I do not agree wholeheartedly of how they do business with consumers and attempt to cover up for their dishonest employees.
Sincerely,
[redacted]

October 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 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] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been 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

June 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 4, 2015           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint would like to ensure that Mr. [redacted] is able to utilize his system as intended, and will send a field service professional to his home at no charge. Alternatively, cancelation of Mr. [redacted]’s Vivint account is warranted. Should Mr. [redacted] wish to accept Vivint’s offer of a free service visit, he may call a Vivint Legal Assistant at 801-221-6728.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 better than the business would give me over the phone. I will accept the offer in order to cut ties with this company. It's a shame that it requires so many steps to get an account cancelled after being lied to and not provided with all the equipment my package consisted of. This however is the American way 
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,
Jeremy B[redacted]

December
10, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129RE:      Consumer Complaint Case #: [redacted]            Complainant:
[redacted]...

[redacted]            Vivint Account #: [redacted]             Date of
Agreement: August 3, 2012To 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 been experiencing equipment issues. Ms. [redacted] further alleges
that she has never been satisfied with her Vivint system. Ms. [redacted] desires to
have her System Purchase and Services Agreement (“Agreement”) 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 August 3, 2015.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 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.   Cancellation
without penalty is not warranted. However, Vivint has agreed to help Ms. [redacted]
and cancel her Agreement. Ms. [redacted] no longer has any 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]

July 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Barbara J[redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 2015           To Whom It May Concern:I have...

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

December 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, 2017           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. If she had 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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]I do not accept this response because the signature on her license is different from whats on the contract. This company is a scam and I do not want any part of them. I have no problem with paying the $75.00 to prove my case. SCAM SCAM SCAM (VERY DISHONEST SCHEME)

December 28, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: May 12, 2008           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 cancelled her System Purchase and Services Agreement (“Agreement”) but Vivint has not provided her with confirmation that her Agreement has been cancelled. Ms. [redacted] desires a letter confirming her cancellation, a copy of her Agreement and verification of all monies paid to Vivint. As a gesture of goodwill Vivint agrees to cancel Ms. [redacted]s Agreement without penalty. May this letter serve as confirmation that Ms. [redacted]s Agreement has been cancelled, as of the date of this letter she has no further obligation to Vivint. Vivint’s records indicate that Ms. [redacted] entered into a second Agreement on April 14, 2014 for an additional forty-two (42) months. A copy of this Agreement has been sent to her by mail. In exchange for Ms. [redacted]s new Agreement term Vivint provided her with an upgraded security panel, extended the warranty of her equipment and locked her monthly rate in at $49.99. Ms. [redacted] contacted Vivint on December 12, 2016 to inquire about cancelling her Agreement but she did not have her verbal password. Without a verbal password Vivint’s representatives will not provide any account information. Nevertheless, Vivint agrees to the above resolution. Ms. [redacted]s billing information can be found on her online account, a Customer Care agent will be able to assist her in finding this information. Vivint’s Customer Care department can be reached 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