Vivint Smart Home Security

January 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] & [redacted] Date of Agreement: August 13, 2009           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. If Ms. [redacted] has any additional questions, she may contact Vivint’s representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 6, 2018 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, 2012           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. 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 2, 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 31, 2012            Date of Addendum: July 23, 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] states that she was tricked into verbally renewing her Agreement. Ms. [redacted] further states she does not believe she should be held to the extended term. She desires cancellation of her agreement without penalty.A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and cancel her account.  Vivint’s records show that on May 31, 2012, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint went to Ms. [redacted]’s home and spoke with her regarding her alarm service on July 23, 2016.  During this visit, Ms. [redacted] signed a new Agreement with a term of forty-two (42) months. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint.  She may contact Vivint’s representative if she has any further questions or concerns.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 26, 2008           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled 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]Chief Compliance Officer

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 18, 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. It had been agreed that Vivint will install one Outdoor Camera at no charge to Ms. [redacted]. Vivint’s records indicate that this offer will resolve the matter to Ms. [redacted]’s satisfaction. If she has any further questions or concerns, she may contact Vivint’s representative directly. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: September 20, 2016           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 has experienced multiple issues with the service. As such Ms. [redacted] requests that her account be cancelled.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] 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

This complaint is for Vivint Smart Home.  This customer does not appear to have a Vivint Solar account at the residence listed in the complaint.

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, PROVIDED THE APPOINTMENT ON MAY 27, 2015 TO REMOVE THE SYSTEMS (2) AND CANCEL THE CONTRACT WITH NO PENALTY OR FURTHER CHARGES TO US. 
Sincerely,
[redacted]

July 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]   Date of Agreement: July 5, 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 has had issues with the equipment. As such, Ms. [redacted] requests that her account be cancelled. Vivint agrees to have a technician go to Ms. [redacted]’s home and fix/replace any equipment that is not working properly at no cost to Ms. [redacted].A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”) on July 5, 2013. Ms. [redacted] agreed to an original agreement term of sixty (60) months. Because Ms. [redacted] is still within the original agreement term cancelation is not warranted. If Ms. [redacted] would like to move forward with this resolution Ms. [redacted] may contact the Vivint representative who reached out to her.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 1, 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 17, 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 was misled by a sales representative regarding the terms of her Agreement, and that she actually signed her contract at the end of 2013 and not July 2014.  Ms. [redacted] desires cancellation of her agreement without penalty.  Vivint’s records indicate that 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 sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Vivint offers a Right of Rescission period of three (3) business days following installation of the system, during which time Ms. [redacted] could have cancelled her Agreement after having the time to read it.  Cancellation of the Agreement without penalty is not warranted at this time.Ms. [redacted] has indicated to Vivint that she is moving, and Vivint applied a credit in the amount of $99.00 to her billing account, to offset any move fee.  Alternately, should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $[redacted]; however, in an effort to assist Ms. [redacted], Vivint is willing to reduce her payoff amount by 40%, bringing the total payoff amount to $[redacted].  If Ms. [redacted] wishes to take advantage of either the move or the reduced payoff, I would advise her to contact Vivint’s Customer Loyalty 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]

March 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: January 30,...

2018        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 promised a free Amazon Echo with his security system at the time of sale, but now Vivint has advised him that he would need to buy it from Amazon first and then be reimbursed.  Mr. [redacted] desires for Vivint to order and ship him an Amazon Echo at no cost to him.  In an effort to resolve this matter, Vivint has applied a $50.00 credit to his billing account in addition to the offer to reimburse him for an Amazon Echo if he buys one.  Vivint’s sales representative also approved a $50.00 credit to Mr. [redacted]’s account at the time of sale.  At this time, Mr. [redacted] has a $100.00 credit balance on his Vivint billing account, and this will cover his monthly services fee for March and part of April’s.  Vivint is unable to provide an Amazon Echo as it is a product sold by a third party.  However, with the credit Vivint has provided Mr. [redacted] it is hoped that he will have the means to purchase it from Amazon.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 14, 2016Revdex.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. In his complaint, Mr. [redacted] states that he has been unable to have a technician come to property to install his system. Mr. [redacted] desires that a tech is scheduled as soon as possible to have his system installed. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Currently, Vivint’s records show that the last appointment for March 10, 2016, was cancelled and no appointment was rescheduled. Should Mr. [redacted] still wish to have these services installed, I would recommend that he reach out to the representative in order to have this appointment scheduled. 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 could not find the recording they said was attached.
Sincerely,
[redacted]

January 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 17,...

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] states that Vivint’s sales representative forged someone else’s signature on his Agreement at the time of sale, and that he is now unable to cancel the Agreement.  Mr. [redacted] desires cancellation of the Agreement without penalty and a refund of monies paid to Vivint.  At this time, Vivint is willing to reduce Mr. [redacted]’s payoff balance by 60%.  Should Mr. [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $2,029.71; however, with this 60% reduction, the total payoff amount would be $811.88 as of the date of this letter.Vivint’s records show that Mr. [redacted] signed a System Purchase and Services Agreement and also a Schedule of Equipment and Services on July 17, 2014.  By signing these documents, Mr. [redacted] agreed to a monthly services fee of $69.99, plus any applicable taxes, for an initial term of sixty (60) months, and agreed to have the system installed in his home.  Since that time, Vivint has been actively monitoring Mr. [redacted]’s system.  Vivint cannot validate or invalidate the authenticity of the other account holder’s signature on the Agreement; however, Mr. [redacted] signed the Agreement and remains responsible for its terms.  Cancellation of the Agreement without penalty and a refund of monies paid are not warranted at this time. If Mr. [redacted] wishes to take advantage of the reduced payoff offer and cancel the Agreement, he may contact Vivint’s Customer Loyalty department 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.
 Compaint #[redacted]Message:The company, Vivnt Home Security, has adequately responded to my complaint, returned the disputed funds, and the matter is now resolved. I would like to withdrawal this complaint or have it listed as resolved to customer satisfaction. Thanks
Sincerely,
[redacted]

July 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: April 5, 2016          To Whom It May Concern:In his rebuttal, Mr. [redacted] states he contacted the original technician directly to repair his system, and this is why Vivint has no record of these appointments. The technician has been unable to resolve his issue so Mr. [redacted] desires the cancellation of his Agreement without penalty. The policy Mr. [redacted] quotes in his rebuttal stating that it is the customer’s responsibility to contact the technician who installed his system directly is incorrect. Vivint never has a customer reach out to a technician nor should a technician be dispatched to a home without an appointment. Vivint’s policy regarding service appointments, not matter the length of time into an Agreement, is for the customer to contact Vivint’s call center and schedule the appointment. The reason for this is Vivint will have record of the different troubleshooting methods that were used to attempt to resolve the technical concerns. Vivint has not official record of these appointments Mr. [redacted] states occurred; as such Vivint has no record what was done in an attempt to resolve the concerns. Repair rather than cancellation is the proper course of action. Vivint would like the opportunity to inspect the panel.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns. In resolution to this matter, Mr. [redacted] may contact Vivint’s representative to schedule an appointment to inspect his equipment. Vivint has also credited Mr. [redacted]' account in the amount of $121.98. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on his account – currently $2,744.55, however Vivint will take 25% off the payoff amount, bringing it to $2,058.41.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:
After the October service call, the alarm has had false alarms. I received several false alarm calls in a two day span when the weather was great. The first day of repeated calls, I thought it was a power issue. The second consecutive day, after I verified there was no issue with power at home, I asked that it be shut off. My phone record shows over 6 calls in 2 days from Vivint...minutes apart for false alarm. The faulty system violates the contract. It was ongoing but after repeated harassment while at work, I must end this relationship. I was paying for a high price for low quality, unreliable service. The response does not address the harassment after October 5th. Had the problem been resolved in October, this would not be an issue. At this point, it is clear that the system does not work as intended. I must feel safe and know that my wife and two kids will be safe. Frequent faulty alarms does not provide security. I must seek service I can depend on. The poor faulty service violates the contract and I will not pay a broken contract fee because the system does not work accurately. The totality of problems, which extended the past October 5th, must be acknowledged. In fact, I should be refunded for the defunct service. At this point, I want nothing to do with Vivint and will take this to the state Attroney General and consumer protection agency if necessary. 
Sincerely,
[redacted]

July 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Rebecca M[redacted] Vivint Account #: [redacted] Date of Agreement: May 7, 2014           To Whom It May Concern:I have...

reviewed the information provided by Ms. M[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. M[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. M[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:I called into Vivint explained the ongoing issues I'm STILL having.  I had to argue with three different people about taking the system back with no penalty and full refund. The first individual gave the name of "Cade" at ext [redacted] after wasting more of my time reading through the extensive notes told me he would help me; put me on hold transferred the call back to customer care and wet to lunch!!! Finally, I get Corbin ext [redacted] to agree that you will come get the system and issue a full refund with no penalty.  He then gets yet another service date because for the fourth time mine was mysteriously cancelled. He then tells me that it will only happen if the equipment is offline when the tech. Is here! I have no control when this system works and when it doesn't, it has a mind of its own! I don't care either way. I want this shoddy equipment off my property. I want a full refund and I NEVER want this company to contact me or try their bulling tactics again!! 
Sincerely,
[redacted]

June 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Damien D[redacted]  Vivint Account #: [redacted] Date of Agreement: January 3, 2015           To Whom It May Concern:I...

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