Vivint Smart Home Security

Complaint: [redacted]
I am rejecting this response because: after hanging the phone up with Tyler I from this company I was sent a text message to confirm my appointment which at that time my appointment was confirmed and phone records can be requested from Verizon to show not all is telling the entire truth! Due to the back and worth and Untruthfulness of this company I will only correspond with whomever it is responding to my complaint. In the mean time I continue to have holes in my ceiling and walls and I have Not been reimbursed for [redacted] charging me to restore what Vivint destroyed. 
Sincerely,
[redacted]

September 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 27, 2011           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 when he moved he attempted to have the system installed at his new residence, but Vivint failed to do so. Mr. [redacted] further claims Vivint still attempts to collect on the service although he has no system in his home. Mr. [redacted] desires for the collection attempts to stop. Before this installation of the equipment in Mr. [redacted]’s original home, he signed a System Purchase and Services – Retail Installment Contract (“Agreement”). In this Agreement, Mr. [redacted] agreed to provide Vivint with a written notice of cancellation 30 day prior to the desired cancellation date after the initial term of the Agreement has been met (Section 2.3). Vivint received Mr. [redacted]’s written notice of cancellation on August 11, 2016; as such Vivint closed the account on September 11, 2016. All charges invoiced prior to September 2016 are valid.Despite the above information, Vivint would like to assist Mr. [redacted]. At the time of cancellation, Mr. [redacted]’s account was past due in the amount of $104.99. However, in resolution to this matter, Vivint has agreed to waive Mr. [redacted]’s past due amount and closed the account at a zero balance. Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual 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

May 25, 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, 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 her sales representative did not inform her of the correct policy for moving and cancelling her System Purchase and Services Agreement (“Agreement”) and she was not made aware of her Agreement term. Ms. [redacted] desires cancellation without penalty. Vivint agrees to waive all fees associated with moving Ms. [redacted]’s alarm system and will remove her from collections with a $0 account balance provided Ms. [redacted] continues her Agreement term. Vivint’s records indicate that Ms. [redacted] first called into Vivint on November 5, 2015 to inform Vivint that she had moved residences. Vivint informed Ms. [redacted] that there would be a $99 move fee and that she would have to bring her master panel with her to her new residence. Ms. [redacted] informed Vivint that she was promised a free move but Vivint could not find any record of this promise. Before any customer enters into an Agreement with Vivint, and prior to the installation of any equipment, the customer must complete a telephonic Pre-Installation Survey with Vivint’s Account Creation department. If a customer does not pass the Pre-Installation 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. During the Pre-Installation Survey, Ms. [redacted] represented that she was the owner of her home and she understood and agreed that her Agreement has an initial term of forty-eight (48) months and that she would pay a monthly services fee of $64.99 plus any applicable taxes each month during that term. She further represented that these terms were clearly provided in the front of her Agreement and that Vivint’s representative did not make any promises or commitments to her that were not provided on the Agreement. Vivint relied on Ms. [redacted]’s representations during this survey and, based upon her representations, entered into the Agreement with her and installed an alarm system in her home. Due to Ms. [redacted]’s representations during the Pre-Installation Survey cancellation without penalty is not warranted. Nevertheless in an effort of goodwill Vivint agrees to the above resolution. Should Ms. [redacted] desire to take advantage of Vivint’s offer I would advise her to contact Vivint’s Customer Loyalty department at ###-###-#### to schedule an appointment to have her system installed. 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

December 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: May 11,...

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 she moved from her home and arranged for a deferment of her payments to Vivint, but that Vivint charged her for service the month after this arrangement and now refuses to refund this payment.  Ms. [redacted] desires a refund of this payment, in the amount of $73.30.  Vivint’s records indicate that Ms. [redacted] signed a Purchase and Services Agreement with Vivint on May 11, 2013, in which she agreed to pay a monthly monitoring fee of $[redacted] for an initial term of forty-two (42) months.  Ms. [redacted] notified Vivint of her move in September 2015, and Vivint offered a deferment of her monthly payments for three (3) months at that time.  Following this deferment, Vivint appropriately resumed charging Ms. [redacted] the monthly monitoring fee.  Ms. [redacted] contacted Vivint on December 14, 2015, and requested an additional deferment of payments, which has been granted.Although a refund of a valid monthly monitoring fee is not warranted in this case, Vivint would like to assist Ms. [redacted].  A check in the amount of $73.30 is being sent to the mailing address provided on this complaint, to refund the payment taken on December 10, 2015.  Ms. [redacted]’s billing account is currently deferred until March 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]

February 27, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 31, 2012 Date of Addendum: May 7, 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 to Ms. [redacted]’s satisfaction. Her account has been cancelled as requested and she has no further contractual 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]

December 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

July 14, 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 his Vivint account was cancelled unexpectedly, and that his services were not working properly during that time.  Mr. [redacted] desires a refund of payments made while service was not being provided, and credit on his account towards future months of service.  Vivint’s records indicate that there was a complication with Mr. [redacted]’s account between October and December 2015, and that this issue was resolved on December 16, 2015.  Mr. [redacted]’s Vivint account has a credit balance of $[redacted] at this time, and this credit will go toward future monthly service fees.  In addition, a check in the amount of $[redacted] is being sent to the mailing address on file, to refund two (2) months of service.  I apologize for any inconvenience this issue may have caused 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:I am awaiting final resolution of my complaint with Vivint.  I have submitted the documentation requested by Mr. W[redacted] and have escalated this matter to Vivint's senior management.  The alarm panel was installed today and we were promised a credit for alarm down-time (which has been for a period of months) - only to be told we would get a 9 day credit.  Vivint is also disclaiming that there were two missed appointments - although there is a recorded call that I had with their sales rep (Vicente Mejia) where he acknowledged these missed appointments.  I am told Vivint will investigate this matter further.Please keep this complaint open until there is final resolution from Vivint.
Sincerely,
[redacted]

February 20, 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.   A representative from Vivint has recently attempted to contact Mr. [redacted] via phone in an effort to resolve his concerns. Vivint advises Mr. [redacted] to contact this representative for assistance.   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, 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 6, 2013           To Whom It May Concern: I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she and her husband have had medical issues and have moved from the house with the Vivint system in it. Ms. [redacted] requests that her account be canceled.A representative from Vivint has recently attempted to contact 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 account has been canceled as of August 16, 2016. 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

March 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: February 25, 2016           To Whom It May Concern: I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’ response he explains that he would like 5 free points to be install in his home at no charge. A representative from Vivint has previously contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’ satisfaction. An appointment has been set for a Vivint technician to come out to Mr. [redacted]’ home to patch the holes in her wall on March 18, 2017 to install 7 points of free equipment. Mr. [redacted] may contact the Vivint representative who he has been in contact with if he has any questions. 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 11, 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 30, 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. 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

February 20, 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 19, 2015           To Whom It May Concern: I have reviewed the response from Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has had some issues with the service. As such, Ms. [redacted] requests cancelation of her account.A Vivint representative previously attempted to contact Ms. [redacted] via email to resolve her concerns. Vivint’s records indicate that this matter is has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s was sent her office Cancelation Confirmation stating that her account was cancelled and the balance of the account is $0.00. Ms. [redacted] may contact the Vivint representative who reached out to her previously 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

August 1, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Shenetha S[redacted]  Vivint Account #: [redacted] Date of Agreement: May 12, 2010           To Whom It May...

Concern:I have reviewed the information provided by Ms. S[redacted] and appreciate the opportunity to respond. In her complaint Ms. S[redacted] alleges that Vivint has not canceled her contract and has invoiced her for months that she should have been cancelled. Vivint’s records indicate that Ms. S[redacted]’s account has been cancelled. Ms. S[redacted] has no balance remaining on the account and 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

November 11, 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 8, 2012            Date of Addendum: May...

15, 2015 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that Vivint extended the term of the Agreement without her knowledge. Ms. [redacted] desires either proof that she agreed to extend her Agreement over the phone or the cancellation of her account without penalty. At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account without penalty.  Vivint’s records show that on May 8, 2012, 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 November 8, 2015. However, Vivint spoke with Ms. [redacted] regarding her alarm service on May 15, 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 the above information, in resolution to this matter, 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

September 16, 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 17, 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 many misrepresentations that she was provided with by her sales representative. Ms. [redacted] is requesting cancellation of her account without penalty.   A representative from Vivint has recently attempted to contact Ms. [redacted] via phone and email in an effort to resolve her concerns. Vivint has extended an offer out to her via email and if she would like to take advantage of the offer, she may respond to that email.   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 6, 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 5, 2014           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 has had some issues with getting her account moved to her new home. As such. Ms. [redacted] requests that a credit be placed on her account for the time she waited or her account canceled.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted] satisfaction. Ms. [redacted] system has been moved to her home and Vivint has placed a $200.00 credit on Ms. [redacted]’ accounts. 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

December 5, 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: July 15, 2017                                                               To Whom It May Concern:   I have reviewed the additional information provided by Ms. [redacted] and appreciate the opportunity to respond.   During the previously mentioned and recorded pre-installation phone call, Ms. [redacted] agreed to pay the first monthly payment at the time of the installation of the equipment. As such, Vivint did not deduct money from Ms. [redacted]’s account before the agreed upon payment time as she states.   Vivint’s position remains the same.   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 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 18, 2011           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]’ satisfaction. If Mr. [redacted] has any additional questions, 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 1, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]    Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: May 26, 2008           To Whom It May Concern: I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s rebuttal he explains that he does not accept Vivint’s response because his equipment was not offered to upgrade his equipment. Mr. [redacted] also states that he was never given a copy of his contract. As such, Mr. [redacted] still requests a refund of twelve monthly payments and a copy of this agreement.Vivint has sent Mr. [redacted] a copy of his contact and a non-faded Generic copy for legibility to his email. Vivint has uploaded those same documents to the Revdex.com. Vivint has record of a phone call with Mr. [redacted] on March 9, 2017. During that interaction an upgrade was offered by Vivint but denied by Mr. [redacted]. Vivint maintains its stance that a refund is not warranted for the reasons Vivint has stated in previous response and the information above. 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 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  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. 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