Vivint Smart Home Security

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], the resolution is underway but has not been fully satisfied as of yet.
Sincerely,
[redacted]

September 24, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 25, 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 Vivint had drafted a payment of $158.00 from her bank account. Ms. [redacted] desires cancellation of her account and a refund of monies paid to Vivint. Vivint’s records indicate that a refund of $[redacted] was sent to Ms. [redacted] on August 29, 2015. Since Ms. [redacted] had never actually paid this amount Vivint attempted to draft it back on September 8, 2015. Ms. [redacted]’s bank account would not allow this charge and it was returned due to non-sufficient funds. Since Vivint had inadvertently sent Ms. [redacted] that was not warranted Vivint will not cover the non sufficient funds fee that she had received nor will Vivint attempt to collect the $[redacted] from Ms. [redacted]. Ms. [redacted] account is cancelled and she 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]

January 18, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  July 30, 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] states due to her mother’s illness she is unable to properly use the system, and Vivint is not willing to assist her without a password her mother is unable to recall. As a result, Ms. [redacted] has now stopped payments to Vivint and has now received collection notices. Ms. [redacted] desires the cancellation of her mother’s account and the removal from collections. A representative from Vivint has recently been in contact with Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is currently waiting on Ms. [redacted] to provide documentation as to the diagnosis of her mother’s illness. Upon receipt of this documentation Vivint will review the account for cancellation. Ms. [redacted] has been provided with a Vivint representative’s direct contact information and may provide the requested document to this representative for faster processing. 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 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

November 18, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: October 10, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she opened an account with Vivint; however, she required an earlier installation date, so another account was created. Ms. [redacted] is requesting a refund of $65.56 from the account that was first opened.   Vivint’s records indicate that a refund of $65.56 was issued on November 10, 2016 to go back in her checking account ending in [redacted] within 7-10 business days from the issue date. Ms. [redacted] will not be double billed in the future.   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 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: December 1, 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 is in the process of being resolved to Ms. [redacted]’s satisfaction. If Ms. [redacted] needs any further assistance, 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

July 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: April 25, 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 has had numerous issues with her Vivint equipment despite numerous technician visits. Ms. [redacted] desires her System Purchase and Services Agreement cancelled without penalty.Vivint believes this matter has been previously resolved. Ms. [redacted]’s Agreement has been cancelled and the Vivint equipment has been removed from her home. As of the date of this letter 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]Chief Compliance Officer

December 21, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 21, 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 has moved from the residence at which the system is installed and he can no longer utilize the service. Mr. [redacted] requests cancellation of his account without penalty.   At this time and out of goodwill, Vivint will cancel Mr. [redacted]’s account at no charge.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on May 21, 2013.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $68.99 each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Despite the information mentioned, Mr. [redacted] has no further obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

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]

September 16, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

[redacted]                                           Vivint Account #: [redacted]              Date of Agreement: July 31, 2007                                                                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 experienced frustrations regarding the appointments scheduled for the installation of the equipment at his new home. Mr. [redacted] requests cancellation of his account with no adverse credit reporting.   In an effort to resolve the [redacted]’ concerns, Vivint has agreed to immediately cancel the account.   Vivint’s records indicate that the last appointment that was scheduled on May 18, 2016 was cancelled by the customer. Vivint did not received further contact from the customer to reschedule the appointment.   Despite the information above, Mr. [redacted] has no further obligation to Vivint.                              If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

February 8, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 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, she explains that she has attempted to cancel her account; however, her account remains active. Ms. [redacted] requests cancellation of her account.   Vivint has agreed to immediately cancel Ms. [redacted]’s account without penalty.   Is should be noted that Vivint received Ms. [redacted]’s required notice of cancellation on January 10, 2017. Therefore, according to the 30-day cancellation policy, Ms. [redacted]’s account would have been cancelled on February 10, 2017.   Despite the information mentioned, Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 30, 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 experienced equipment complications with his security system that have not been resolved.  Mr. [redacted] further explains that he has paid for service while waiting for repair of his equipment.  He requests cancellation of his Agreement with no penaltyA representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns.  Vivint has agreed to send a final technician to Mr. [redacted]’s home at no cost to resolve his technical issues. If Vivint’s technician is unable to resolve these issues and it is determined that Vivint is unable to provide the contracted service the equipment which was installed in Mr. [redacted]’s home will be removed and his account will be cancelled. An appointment has been scheduled for November 10, 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]

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

FIRST,  Them saying maybe someone broke into my house, and for security because I didn't remember my password instantly under pressure...... and so they still sent the FIRE department, not the police......and it WASN"T a security alarm, it was a "non functioning" smoke alarm; is complete idiocy.  People don't usually BREAK INTO A HOUSE, to STEAL the battery out of a smoke alarm !!!!!!!!!!!!!!!!!!!!!  And if it was a break in...why weren't he police sent, not the fire department ???????????????????????Second it's good business practice to give people a hint, or secret question if they FORGET THEIR PASSWORD !!!!   You're dealing with a lot of older people.....  YOU MNS !!!!!!! Third the repairmen from Vivant have told me , our salesman was fired, and our local office was closed because the SALES TEAM WAS LYING TO PEOPLE and playing games with paperwork etc.  They told us we only had  2 YEAR CONTRACT.The company is RESPONSIBLE for use being assured we only had a 2 year contract......and they are also responsible for sending a false alarm and refusing to cancel the waste of our FIRE DEPARTMENTS Money and time !!!I want my account cancelled.  
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

August 14, 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: February 16, 2015                                                                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 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

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 9, 2017          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 she has been experiencing equipment concerns that have been unresolved by Vivint given they want to charge $50.00 for a service technician. Additionally, she was initially told her trial period was for 3 days, but later found it was for 60 days. Ms. [redacted] desires to be refunded for the monies she has paid Vivint, for her agreement to be closed without penalty, and an apology from Vivint.  A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to apply two months of credit. Vivint’s records indicate that prior to the installation of any equipment; Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on August 9, 2017.  During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months. She also represented that she would pay a monthly monitoring fee of $49.99 each month during that term. Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint asked if Ms. [redacted] understood she had three (3) day to test the system wherein she could elect to discontinue the service with no penalty; Ms. [redacted] stated she understood this Right of Rescission period. Vivint relied on Ms. [redacted]’s representations to ensure that she understood his commitments to Vivint as outlined in the Agreement.   In section 5 of Ms. [redacted]’ Agreement, it states, Vivint will send a service technician to a customer’s home for free anytime within one hundred and twenty (120) of the installation of the system. After this time frame, a service fee will be invoiced to the customer. Vivint does attempt to resolve equipment concerns over the phone, however sometimes a service visit is needed in order to resolve these concerns. Ms. [redacted] notified Vivint of her panel be unresponsive on December 19, 2017. Vivint’s customer service representative attempted to resolve the issue over the phone but was unable to resolve the concern over the phone. As such a service appointment scheduled for December 20, 2017. The service technician who went to Ms. [redacted]’ noted he had replaced Ms. [redacted]’ panel and did a full test on the system. Vivint believes this has resolved Ms. [redacted]’ equipment concerns. Vivint apologizes for any undue delay or inconvenience experienced during 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

December 28, 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 12, 2016           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 had issues with the service from Vivint and that he the equipment has been removed from his home and he is back with his old security provider. As such, he wants the collection letters to stop.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 this matter is being resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been removed from collections, it is remaining canceled and the balance on his account has been cleared Mr. [redacted] may contact the Vivint representative who reached out to him directly if he 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

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

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]

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 if refunds are sent to me by way of USPS in form of check within 30 days of cancellation date which was 3/21/2018 when Vivint turned off service to system before they retrieved it...
Sincerely,
[redacted]