Vivint Smart Home Security

September 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 30, 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] explains that he feels he was misled about the terms of his System Purchase and Service Agreement (“Agreement”) by Vivint’s representative. Mr. [redacted] further states that he has had equipment issues in the past and Vivint told him he needed to pay for a lock smith to get back into his home. Mr. [redacted] wishes for Vivint to cancel his Agreement without penalty. Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] signed his System Purchase and Service Agreement on April 30, 2014.  Every customer must sign this Agreement, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of this document is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. 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 $68.99 each month during that term.  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 signature to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Vivint’s records indicate that Mr. [redacted] was locked out of his home on September 7, 2015. Prior to the installation of an automatic door lock, Vivint provides every customer with a key to access the home in the event the automatic door lock is not working. Despite Mr. [redacted] not having his key, Vivint agreed to credit Mr. [redacted]’s account $68.99 for the price of the locksmith to make a new key. Vivint’s records indicate that this matter has been resolved.Due to the above information, cancellation without penalty is not authorized. Should Mr. [redacted] wish to cancel his Agreement prematurely, his pay off amount would be $896.87; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 60% bringing his total pay off amount to $358.75. If Mr. [redacted] wishes to take advantage of this offer I would advise him to contact a 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

August 16, 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: May 27, 2017                                                               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 he cancelled his account within the allotted cancellation period; however, he has not received his refund for the monies paid.   Vivint’s records indicate that a refund of $42.39 will be issued to the credit card within 7-10 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: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

January 29, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 6, 2018           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint was cancelled on January 12, 2018. Mr. [redacted] has no further contractual obligation to Vivint. Vivint’s records indicate that a refund in the amount of $278.20 was processed, refunded, and sent back to the credit card on file on January 15, 2018. Vivint’s records further indicate that a refund in the amount of $49.99 was processed, refunded, and sent back to the credit card on file on January 22, 2018 to refund the monies paid to Vivint by Mr. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 13, 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: October 5, 2012                                                                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 opened a new account; as such, her previous account was to be closed in December of 2015. However, the account was not closed and she was double-billed for both accounts. Ms. [redacted] requests a refund of the previous 12 months that she has been overcharged.   Vivint has agreed to refund Ms. [redacted] the amount of $876.17 in the form of a check which will arrive within 7-10 business days. Additionally, the account that was to be closed in December of 2015 has been cancelled. Vivint apologizes for any undue delay or 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

April 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 3, 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 was under the impression that her Vivint account had been taken over. Ms. [redacted] is now in collections, and desires cancellation of her agreement without penalty.On December 7, 2016 Vivint informed Ms. [redacted] that her Vivint takeover was unsuccessful and that she was still responsible for her Vivint account. Vivint’s records show that Ms. [redacted] stopped making her monthly payments after November 2016. As such, the account was cancelled for non-payment on March 30, 2017, and was sold to an outside collections agency. Ms. [redacted] must settle the balance of her account with this outside collections agency at this time.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]

November 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, 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.  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]

November 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: May 30, 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 her home was broken into. Ms. [redacted] desires cancellation of her Agreement. Vivint’s records indicate that on the date her home was broken into Ms. [redacted]’s alarm system was not armed. Vivint’s alarm system must be armed in order of Vivint to detect a break in. Since Ms. [redacted]’s alarm system was not armed during the event cancellation without penalty is not warranted at this time. Further Ms. [redacted] entered into an Agreement with Vivint on May 30, 2013 for a contract term of forty two (42) months. In an effort to assist Ms. [redacted], Vivint will agree to void her verbal extension. Ms. [redacted]’s original Agreement would have reached its end November 28. 2016. Vivint will honor this original Agreement and Ms. [redacted] can resume her monthly monitoring service on a month to month basis after Novemebr 28, 2016. 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]

May 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] 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] states that he cancelled services in December of 2016, yet he continued to be billed.  Mr. [redacted] desires a refund of payments since February.At this time Vivint agrees to immediately cancel Mr. [redacted]’s Agreement and refund $199.96.Vivint’s records indicate that Mr. [redacted] was not told his Agreement would be cancelled in January of 2017. Pursuant to the Agreement Vivint requires a written Notice of Cancellation be sent to discontinue services. This notice was not received until May 19, 2017. Despite this information Vivint agrees to the above resolution. Mr. [redacted] has no further contractual obligation to Vivint. He can expect the refund to his bank account within the next 7-10 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]           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 and has sent Ms. [redacted] a refund of $59.99. Vivint’s records indicate that this matter will be resolved to Ms. [redacted]’s satisfaction upon receiving her refund in seven to ten 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]Chief Compliance Officer

August 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 14, 2017To 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 agreed to a Vivint installation while under the impression that he’d be able to remotely operate the equipment without paying a monthly monitoring fee. He is requesting a full refund of the equipment charge, or a significant reduction of the monthly fee. At this time, Vivint is willing to offer $10.00 off the standard monitoring fee to compensate Mr. [redacted] for this misunderstanding. Vivint’s records show that on June 14, 2017, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of one month. By signing this Agreement, Mr. [redacted] represented that he understood and accepted the terms of the contract. As stated in the Agreement, the customer’s right to use Vivint’s Software is immediately forfeit upon termination or expiration of the monitoring service. This includes Vivint’s mobile app. In order to utilize Vivint Software, Mr. [redacted] must pay a monthly monitoring fee. Despite the above information, in resolution to this matter, Vivint agrees to the offered discount. Mr. [redacted] may contact Vivint’s representatives to take advantage of 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

February 6, 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: August 19, 2013                                                               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 experience difficulty and confusion with a deferment that was applied to his account. Mr. [redacted] requests that Vivint refund the payment that was withdrawn from his bank and cancellation of his account.   At this time, Vivint is willing to cancel his account. Additionally, Vivint has issued a refund of $96.34 which will go back in Mr. [redacted]’s account within 7-10 business days.   Vivint’s records indicate that Mr. [redacted]’s account was placed on a six-month deferment from June of 2016 to December of 2016. As such, Mr. [redacted]’s account was charged in December of 2016.   Despite the information mentioned, Mr. [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

February 27, 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: May 9, 2009             Date of Addendum: May 10, 2016                                       To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she has experienced multiple issues with her system. Ms. [redacted] requests that Vivint cancel her account without penalty.   At this time, Vivint is willing to immediately cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on May 10, 2016.  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 twenty-four (24) 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 twenty-four 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 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

Complaint: [redacted]
I am rejecting this response because:
 This is what they claimed to me on the phone also right before I filed a complaint here but we show this property regularly and I had called them about issues before and since.  I feel that it was just a blanket excuse to avoid any responsibility as far as them opting not to actually offer us monitored service (which we are paying for).  I called them to let them know there was a burglary.  I asked weren't they suppose to know if one of their alarm systems were offline.  I really don't understand how they feel fine with taking a monthly fee for offering no service what so ever.  We have someone at the property a few times a week.  When I first talked to someone after the burglary from the company they seemed apologetic and offered the credit in the first place.  They said they wanted to wait to do so until we found out there were no other issues.  They changed the story after I called numerous times.  I kept being put off and eventually when I finally got ahold of someone who would talk to me, then they claimed that it was our fault that we didn't "maintain the system", which was just not true.  I would prefer that they let us out of the contract but we will probably end up having to take them to court over it, unfortunately. 
Sincerely,
[redacted]

March 15, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 2017           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 since the installation of his system that have not been resolved. Mr. [redacted] desires a refund of all monies paid to Vivint and cancellation of his agreement without penalty. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. Vivint request that Mr. [redacted] schedule an appointment for the removal of Vivint’s equipment.  Following retrieval of the equipment from Mr. [redacted]’s home, Vivint will refund him his payment, in the amount of $1,169.56. Mr. [redacted] may contact Vivint representative, Samantha L[redacted], at 801-221-6728 to 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

September 1, 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 23, 2014                                                   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 her mother did not authorize her name to be put on the account. She further explains that the reason her account went into collections is because she thought she had paid for the system. Ms. [redacted] requests that her mother be removed from collections and the account.   At this time, Vivint has agreed to remove Ms. [redacted]’s mother, [redacted] from the account and collections. Ms. [redacted] will remain in collections.   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 23, 2014.   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 $63.99 each month during that term.  Vivint’s records indicate that all past payments have come out of the same checking account, however, in January the payment was voided and Vivint received no further payments.                         If Ms. [redacted] would like to reactivate her account, she may contact the Vivint’s billing 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] Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: I maintain my stance on this matter. I was clearly told by Vivint's Sales Representative I could cancel my account at anytime without penalty and those are the only terms I will accept.  
Sincerely,
[redacted]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Elizabeth S[redacted] Vivint Account #: [redacted] Date of Agreement: May 14, 2015          To Whom It May Concern:I have reviewed the...

information provided by Mrs. S[redacted] and appreciate the opportunity to respond. In her complaint, Mrs. S[redacted] alleges to having equipment complications with her security system that have not been resolved, due to length in waiting for a service visit.  Mrs. S[redacted] further alleges that she has paid for service while waiting for repair of her equipment.  She desires to have her Agreement and account cancelled without penalty. Vivint’s records show that Mrs. S[redacted] first notified Vivint of her equipment concerns on July 14, 2015, and Vivint’s Scheduling department has found an appointment for July 25, 2015; however, Vivint has not been able reach Mrs. S[redacted] at that time to confirm the appointment. We advise Mrs. S[redacted] to contact Vivint’s Customer Care department at [redacted] or the representative with whom she has been working to confirm the available appointment before it is closed due to lack lack of confirmation.  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]

June 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 12, 2017          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 the sales representative misrepresented the trial period to his son, [redacted], the account signer of the service. Mr. [redacted] desires the cancellation of the account 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 12, 2017. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He also represented that he would pay his monthly equipment and service fees of $59.88 each month during that term.  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. Additionality, Mr. [redacted] was asked the follow question to which he answered in the affirmative: “Did your sale representative explain to you that you have a right to cancel this Agreement within three (3) business days of the date of installation, and if you do so, you will not owe us anything and we will remove the system and repair damages?”Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   Cancellation without penalty is not warranted. Mr. [redacted] may contact Vivint’s Customer Loyalty department to discuss his within term cancellation options 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

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] However, before we close this out. There was no recording with me agreeing to the extension. If there was, they would have shared that recording with me. They are full of [redacted], but I will accept that this matter is now closed. Thank you!

Vivint  sent a tech only after our complaint....it took 5 hours for the system to be replaced due to malfunctions of the entire system that Vivint was unaware of....the tech also said the original system was installed incorrectly....while the tech was great he was also frustrated with the original install...so we've had a jacked up system for the last 2 years....paying for a jacked up system for the last 2 years...no confidence in their security since they couldn't detect the bad install....Vivint called my husband, who is deaf...they did not talk to me after the 5 hour service call....I don't feel secure and still request our contract be terminated without charges....they actually owe us money back for the last 2 years for a faulty installation/system!
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
Pamela B[redacted]