Vivint Smart Home Security

Tell us why here...August 1, 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: May 18, 2011            Date of Addendum: July 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, Ms. [redacted] alleges that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty. At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account.  Vivint’s records show that on May 18, 2011, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on August 15, 2014.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on July 23, 2014.  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 sixty (60) 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 sixty months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.  Despite the above information, 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: ###-###-####, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted]

October 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: June 8, 2011             Date of Addendum: September 18, 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] explains that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] requests cancellation of her agreement without penalty and a refund of two months of service.   At this time, Vivint is willing to cancel Ms. [redacted]’s account immediately without penalty. Vivint has also agreed to refund Ms. [redacted] one month of service. Ms. [redacted] will receive this refund of $49.99 within 7-10 business days.   Vivint’s records indicate that Vivint spoke with Ms. [redacted] regarding her alarm service on September 18, 2015. Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.   Despite this information, 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

July 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Michael W[redacted] Vivint Account #: [redacted] Date of Agreement: June 22, 2012                   ...

     To Whom It May Concern: I have reviewed the information provided by Mr. W[redacted] and appreciate the opportunity to respond. In his complaint, Mr. W[redacted] alleges to having equipment complications with his security system that have not been resolved, due to unreliable technicians in his area.  Mr. W[redacted] desires improved customer service from Vivint. Vivint’s records show that a Field Service Professional arrived at Mr. W[redacted]’s home on July 17, 2015, and that the system was repaired and tested at that time.  Vivint has applied two (2) months of credit to Mr. W[redacted]’s billing account, and would like to apologize for any inconvenience experienced during this process. A representative from Vivint has recently attempted to contact Mr. W[redacted], in an effort to ensure that his concerns have been addressed.  Mr. W[redacted] may contact this representative if he has any further questions or concerns regarding his system or 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  June 10, 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] alleges that she has had complications with Vivint’s billing and customer service since her system was installed.  Ms. [redacted] desires cancellation of her Agreement without penalty.  Vivint’s records indicate that Ms. [redacted] spoke with a representative from Vivint on November 17, 2015, and at that time the billing charges that Ms. [redacted] disputed were waived.  The Space Monkey service that Ms. [redacted] disputed has also been cancelled, and she will not be charged for it further.  To assist Ms. [redacted], I have applied a credit to her Vivint account in the amount of $[redacted], to clear the remaining past due balance.Ms. [redacted] signed a Purchase and Services Agreement upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-eight (48) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  This monthly monitoring fee is now reduced to $[redacted] for the remainder of Ms. [redacted]’s term.  Cancellation of the Agreement without penalty, however, is not warranted 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: ###-###-#### attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]

August 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Alfredo H[redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 2014           To Whom It May Concern:I have...

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

Complaint: [redacted]I am rejecting this response because: Vivint's response is incorrect in their details.
Before our move we talked to customer service about moving and what would need to be done.  We asked if there was some way to put our account on hold for no charge until the new service was installed. She told us that they could do a deferment on the account and we told her we wanted to do this as of August 15, 2014.
The first appointment scheduled appointment at the new home was late in August. We rescheduled our appointment and on 11/14/14 a Vivint representative came to the house to install security system. At that point he tested the internet service and found that there was not enough signal strength to have the system work.  I do have written proof of the day he was at our house. The territory manager was also contacted several times about the issues we were having, he said that he would take care of it; we also have the text messages concerning this with the manager.  We had been charged for several hundreds of dollars for no service, then when calling that were charged and not having any active system they credited back to our Vivint account not our actual bank account, but then to continued to pull from the credit given.  When we have checked online there was no account and called in we have been told we do not have an account with Vivint.
We have talked to four different people about our account, for the deferment, for not having and service and being charged for a service that cannot be completed. We have also been told that Vivint got a new computer system and weren't able to access all of the records on the account. We have a list of names of people we have talked to. We also feel that the person that originally sold us the security system misrepresented the services when they said they work everywhere. The service doesn't work where we have moved to and we are being charged for a service that it is physically not capable of.  The last contact we have had with Vivint was the middle of the night in Jan or Feb 2015.  We received a call in the middle of the night stating that our monitory system is going off and that it needs to be reset, when we don't have system even working in our new home. The current homeowners are the ones that have the system in the old house.
We fully believe since Vivint is not able to provide the services that they said they could, that there should be no charges for the account and nothing turned over to collections.
Sincerely,[redacted]

January 3, 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: September 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, he explains that he has experienced numerous technical issues with his system. Mr. [redacted] requests a technician visit and a financial adjustment.   Vivint’s records indicate that an appointment has been scheduled for a technician to connect his Space Monkey, cameras, address any app issues and test all sensors. Additionally, Vivint has agreed to issue a 2-month credit to Mr. [redacted]’s account. 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

June 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 7, 2012           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 requested to have her System Purchase and Services Agreement (“Agreement”) cancelled but Vivint has refused to do so. Ms. [redacted] desires her Agreement cancelled without penalty. Vivint believes this matter has been previously resolved. Ms. [redacted]’s Agreement has been cancelled as of June 10, 2016, and Ms. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Mr. [redacted] entered into an Agreement with Vivint on August 7, 2012 with an initial term length of forty-two (42) months. By signing the Agreement Mr. [redacted] agreed to pay a monthly monitoring fee of $49.99 plus any applicable taxes each month during that term, and that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4). Vivint received Ms. [redacted]’s notice of cancellation on May 10, 2016. Pursuant to the thirty (30) day notice, Mr. [redacted]’s Agreement was cancelled on June 10, 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]Chief Compliance Officer

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 17, 2016           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. Ms. [redacted]’s Vivint account has been terminated effective immediately. Ms. [redacted] has no financial obligation with Vivint. Additionally, Vivint has scheduled a technician to remove all Vivint equipment for Ms. [redacted]’s home on March 22, 2017.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]

October 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: June 25, 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] states that Vivint again is chargin her too much for the service. Ms. [redacted] desires her monthly service fee to be reduced. A Vivint representative recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records show that this has been resolved to Ms. [redacted] satisfaction. Vivint has corrected Ms. [redacted] billing account to reflect $24.99 and has refunded Ms. [redacted] last monthly payment. Vivint apologizes for any undue delay in this process. 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

May 18, 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 9, 2009            Date of Addendum: January 24, 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 does not recall extending the term of his agreement over the phone with Vivint and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on June 9, 2009, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  Vivint spoke with Mr. [redacted] regarding his alarm service on January 24, 2017.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a thirty-six (36) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement thirty-six months from today; in exchange Vivint agrees to change your montly service fees from $49.99 to $34.99.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the validity of this extension, Vivint agrees to the above resolution.  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

June 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 1, 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] explains that he cancelled the Vivint service in May  2016, and that he has was charged for three months after the cancelation of the account. Mr. [redacted] desires a refund for those days she was charged for that she did not have service.  A Vivint representative has recently tried to contact Mr. [redacted]. However, they were unable to get a hold of Mr. [redacted] over the phone. So an email was sent with the following information.Vivint’s records indicate that that there were only two payments taken out. One for the month of May and the other for the month of April. Vivint will refund Mr. [redacted] the payments taken out for these two months totaling $147.64, in the form of a check. If Mr. [redacted] has any questions or concerns he can contact the representative who 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Council

January 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: December...

9, 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 was advised at the time of sale that his system would work without Wi-Fi, but after several visits from technicians it was clear that the system would not work and Vivint refused to cancel his Agreement.  Mr. [redacted] desires a refund of all payments made to Vivint.At this time, to resolve this matter Vivint agrees to remove Mr. [redacted]’s account from collections and cancel the remaining term of his Agreement without penalty.Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he agreed to an initial term of forty-two (42) months and a monthly services fee of $70.99, plus applicable taxes, during that term.  This Agreement states that some device features may require an internet connection and any charges for same will be Mr. [redacted]’s responsibility. (Section 12: Customer Duties)Vivint confirms that Mr. [redacted] had multiple issues with his cameras not connecting to the alarm panel because there was no Wi-Fi to connect them to.  Mr. [redacted] was advised by Vivint’s technicians that he would need a Wi-Fi connection in order to use his cameras.  However, the security system was still functional.  Mr. [redacted] stopped making his monthly payments after July 2017, and his account was transferred to an outside collections agency after 120 days of non-payment. Vivint agrees to the above resolution and Mr. [redacted] has no further obligation to Vivint.  A refund of the monies paid for service and equipment is not warranted. 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 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 19, 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 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]’ 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]

December 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: August 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 has had complications with her thermostat that have not been resolved, and that she has been without heat waiting for Vivint’s technician to come.  Ms. [redacted] desires to have her thermostat repaired by December 20, 2016. Vivint’s records show that a technician was dispatched to Ms. [redacted]’s home on December 19, 2016, but nobody was available at the home when he arrived.  Another technician was dispatched to Ms. [redacted]’s home on December 23, 2016, and the thermostat was replaced on that date.  Vivint apologizes for any undue delay or negative experience in the process of scheduling technicians with Ms. [redacted].  At this time, Vivint has applied a free month of service to Ms. [redacted]’s account that will cover January’s service fee.  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]

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]  Thank you Revdex.com!

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. This is the Vivint I thought I had.  Thank you.
Sincerely,
[redacted]

May 5, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 2014                         To Whom It May Concern: In his rebuttal, Mr. [redacted] alleges that Vivint has not addressed his real issue.  Mr. [redacted] further alleges that Vivint has not left messages when they have called him, and that he has contacted Vivint numerous times.  Mr. [redacted] alleges that his system still does not work, that it never has worked correctly, and that Vivint has denied his requests for a service visit.  He desires cancellation of his agreement without penalty, and a refund of payments. Vivint recognizes that Mr. [redacted] has contacted Vivint on many occasions. Recently, representatives from Vivint’s Scheduling department called and left messages for Mr. [redacted], to offer him an expedited appointment for a service visit.  Mr. [redacted] returned the call to Vivint and confirmed the offered appointment.  The return call from Mr. [redacted] indicates that he received messages left by Vivint’s representatives.  A Field Service Professional was dispatched to Mr. [redacted]’s home on May 1, 2015, and the panel was replaced and tested on site that day.  If Mr. [redacted] is having further issues with his panel, I would advise him to contact Vivint’s Customer Care department at [redacted], and request a follow-up appointment.Vivint has applied a total of two (2) months of credit to Mr. [redacted]’s account, in an effort to assist him.  Pursuant to the signed Purchase and Services Agreement, cancellation without penalty is not warranted 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

April 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: November 3, 2013           To Whom It...

May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’ complaint she explains that she was told that the contract she took over from her son had twenty-four (24) months left but was latter informed that she has another year on the contract. As such, Ms. [redacted] requests cancellations of her account.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’ account has been cancelled as of April 11, 2017. Ms. [redacted] no longer has any obligation to Vivint. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer