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]

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. A credit was applied to bill but current bill amount was not changed. I hope this issue will be corrected soon.
Sincerely,
[redacted]

May 20, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: August 20, 2014           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 will be resolved to Mr. [redacted]’s satisfaction upon removal of his Vivint equipment on May 25, 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

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]

May 25, 2017Revdex.com of Utah3703 W 6200 S Salt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 12, 2010            Date of Addendum: September 2,...

2015 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records show that on April 12, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-six (36) months. Vivint spoke with Ms. [redacted] regarding her alarm service on September 2, 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 thirty-six (36) 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 thirty-six 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 validity of this extension, Vivint agrees to the above resolution.  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

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]

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

April 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 19, 2017        To Whom It May Concern:I have reviewed the...

information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] states that she cancelled the installation of a Vivint system, and that she has not received a refund of the monies she paid to Vivint.  Mrs. [redacted] desires a refund of $2,790.88.  Vivint’s records indicate that a refund in the amount of $2,790.88 is being sent back to the credit card on file ending in [redacted], to refund the monies paid to Vivint by Mrs. [redacted].  I apologize 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]

December 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: August 11,...

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 has had multiple complications with his system and that technicians have damaged his home without fixing the problems, specifically the technician who was at his home on December 8, 2017. Mr. [redacted] explains that his system is still not working and Vivint will not send a technician due to a complaint from the last technician.  He desires cancellation of his Agreement without penalty, removal of Vivint’s equipment from the home, repair of damages, and a refund of all monies paid to Vivint for equipment and services. At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.  The equipment in the home belongs to Mr. [redacted] and he may do with it as he pleases. Vivint is waiving the remaining $2,837.57 of Mr. [redacted]’s Agreement and as such will not be providing any further compensation or refund.Vivint’s records show that Mr. [redacted] signed an Agreement with an initial term of sixty (60) months and a monthly services fee of $65.99, plus any applicable taxes, during that term.  The Agreement states that Vivint cannot warrant the system will always operate, and that Vivint is not liable for consequential or incidental damages (Section 5: Repair Service).  Although Mr. [redacted] is within the initial term of his Agreement, Vivint acknowledges his troubles with the system and 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

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

Complaint: [redacted]
I am rejecting this response because:A woman by the name of bea called me from vivint and said that she would resolve the matter and assured me that my refund check would be sent out to me and that she would call me in 1 day to confirm it is being sent, this was on the 22nd of January a monday but since have yet to hear back from her.  Ive called bea 3 times since monday and left multiple voicemails and have yet to hear back from her, this kind of customer service is typical of what I have been experiencing and we have yet to resolve this problem. Sincerey, [redacted]Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:They do not have my correct account number in their response. We will accept their response if they revise it to the CORRECT account number, which is [redacted]. 
Sincerely,
[redacted]

June 5, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, 2010           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 has been cancelled and his billing account has been removed from collections. Mr. [redacted] 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

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

October 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 25, 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. Ms. [redacted] may contact Vivint’s representative if she 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

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 24, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: June 20, 2015           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he was not informed that he would have to buyout the remainder of the contract if he wanted to cancel early and that he did not give permission for the technician to install the system in his home. As such, Mr. [redacted] requests that his account be cancelled.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 Mr. [redacted] entered into an Agreement with Vivint on June 20, 2015. Mr. [redacted] agreed to an original agreement term of forty-two (42) months and to pay a monthly payment of $49.99 each month of that term. In total Mr. [redacted] agreed to pay Vivint $2,729.58 which is stated on the agreement. Mr. [redacted] also agreed to section 6 of the agreement which gave Vivint permission to install the equipment in Mr. [redacted]’s home.Due to these facts, cancellation of the account without paying the contractual buyout fee is not warranted. However, in an effort to assist Mr. [redacted] Vivint can discount that fee by twenty-five (25) percent. If Mr. [redacted] would like to move forward with this resolution or if he has any questions he may contact the Vivint representative who reached out to him.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 10, 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 23, 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. A Vivint technician has inspected Mr. [redacted]’s Vivint system and has replaced his SkyControl Panel. 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 3, 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 5, 2013          To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges that his wife did not participate in the telephonic Pre-Installation Survey, and that she did not know the terms of the Agreement with Vivint.  Mr. [redacted] further alleges that Vivint’s appointments for the move of the system were not timely, and that the scheduled Field Service Professional missed the appointment.  Mr. [redacted] declines all offers Vivint has made to resolve this matter, and he desires cancellation of the Agreement without penalty and information regarding the return of Vivint’s equipment. Vivint’s records indicate that Ms. [redacted] did complete a telephonic Pre-Installation Survey, wherein she represented that she was the homeowner, and that she agreed to the terms of the signed Agreement. Vivint maintains its position, however, that this telephonic survey is a courtesy, and neither validates nor invalidates the signed Purchase and Services Agreement.  The Agreement is between Vivint and Ms. [redacted], and home ownership is not a requirement of the Agreement.  Despite the above information, Vivint will allow cancellation of the Agreement at this time to assist Mr. [redacted].  Ms. [redacted] has no further obligation to Vivint.  Return of Vivint’s equipment is not necessary.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]