Vivint Smart Home Security

Complaint: [redacted]
I am rejecting this response because:First and foremost this response is full of lies!  I was NEVER a customer prior to June 27, 2017.- which was the day I purchased the system at Best Buy on my credit card.  So how  they have documents prior to that with my signature is beyond me. My bank accounts will show that prior to this June 2017 I WAS NEVER a Vivint customer.  Secondly why are they charging me for equipment I purchased at Best Buy (which I have receipts for) and they admit to taking 2 payments of $49.99, which they only took one payment of $49.99 which I was not disputing. But the $200.25 was NOT AUTHORIZED  that was equipment again I purchased at Best Buy and have the receipt! I was never charged $293.45, so again I would really like to see all this so called documentation they have.  And the agreement I signed on June 24, 2017 was risk free for 15 days and only had a restocking fee!  Thirdly NO ONE has ever contacted me from Vivint, I have always had to contact them, which my phone records will show. Vivint has never offered me a reduced rate.  I just called the Loyalty Customer and the personnel have not a clue of the situation or record of my complaints.  
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. I have accepted the resolution of Vivint coming to get equipment and terminate the contract. This is scheduled for August 7th. Thank you kindly for your help, as I greatly appreciate having a resolution.
Sincerely,
Latisha P[redacted]

March 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2016           To Whom It May Concern:I have reviewed the information provided by [redacted] and appreciate the opportunity to respond. 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] has been refunded $ 65.19.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 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: June 6, 2011         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 had filed for bankruptcy and Vivint has continued to charge her. Ms. [redacted] desires cancellation of her agreement and a refund for two (2) years of payments. Vivint’s records indicate that on May, 20, 2013 Ms. [redacted] informed Vivint that she was moving residences at the end of August of 2013. Vivint provided her with a three (3) month deferment and explained her options for moving her service. Vivint had not received any further communication with Ms. [redacted] on this matter until October 8, 2015. On October 8, 2015 Ms. [redacted] told Vivint that she moved in 2013 and desired cancellation, Ms. [redacted] was told to send in a notice of cancellation. On October 9, 2015 Ms. [redacted] called in to inform Vivint the she sent in her notice of cancellation on October 8, 2015 and also informed us that she filed for bankruptcy in November of 2013. Since Vivint was not made aware of Ms. [redacted] bankruptcy in 2013 and has not received documentation about the bankruptcy, a refund for two (2) years of service is not warranted. Ms. [redacted] is eligible for cancellation without penalty, her account has been 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]

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]

November 4, 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: February 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, he explains that he experienced issues with his HVAC unit as a result of Vivint’s installation. Mr. [redacted] is requesting that he be reimbursed for the cost it required to get the unit fixed.   Vivint’s records indicate that a check was sent out to the [redacted]s on October 28, 2016 and they can expect to receive it within 7-10 business days from that date.   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 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 2015          To Whom It May Concern:I have reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her rebuttal, Mrs. [redacted] explains that she desires a total reimbursement of $275.00 for her installation fee, four (4) months of service, and her service payment of $34.99 taken on February 17, 2016. She also desires to hire a different company to repair any damages down by the installation of her security system. Lastly, she desires cancellation of her account without penalty. Vivint Inc.’s (“Vivint”) records indicate that a refund in the amount of $[redacted] is being sent back to the bank account on file, to refund the monies paid to Vivint by Mrs. [redacted]. Vivint has already sent a refund of $[redacted], equaling a total reimbursement of $[redacted] for monies paid for services. Mrs. [redacted]’s account has been cancelled, and she has no further contractual obligation to Vivint.  In addition to this reimbursement, Vivint is willing to send a refund of $[redacted] to be used towards any damages caused by installation of the security system. Mrs. [redacted] should expect to see these refunds back on her bank account within 7-10 business days. Should Mrs. [redacted] experience any issues or delays past this time frame for her refund, she may reach out to the representative that has contacted her.Vivint’s records indicate Mrs. [redacted] signed a System Purchase and Services Agreement (“Agreement”) on June 15, 2015. During the recorded Pre-Installation Survey, Mrs. [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 $[redacted] each month during that term.  In Section 6 of her Agreement, it states that Vivint is not responsible for any damages to the household from the installation of the security system. Despite this information, Vivint is willing to refund Mrs. [redacted] the $[redacted] for services and an additional $[redacted] for any damages that the installation of her services may have rendered. Vivint has also cancelled Mrs. [redacted]’s account without any penalty. 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 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 26, 2013           To Whom It May Concern:I have reviewed...

the information provided by Mrs. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mrs. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mrs. [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 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 he has experienced difficulties in making arrangements for moving his security system. He explains that he was promised that his account would be deferred for six (6) months when this has not been the case. He further states that he is being charged for a panel in his new home. Mr. [redacted] requests that his past due balance and the cost for a new panel be waived.Vivint’s records indicate that Ms. [redacted] contacted Vivint regarding moving the security system. During this call Ms. [redacted] agreed to a three (3) month deferment. During this call Vivint informed Ms. [redacted] that she would need to remove the security panel or purchase a new one for her new home. Had Mr. and Mrs. [redacted] given more notice regarding the system move Vivint could have provided a technician to remove the main panel and relocate it to their new home.A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns.  Vivint has credited three (3) additional months of service for a total of six (6) months. Additionally Vivint has multiple options available to Mr. [redacted] to either move or cancel his service. Vivint is willing to reduce the cost of a new panel to $249 with his current Agreement or at no cost with a 48 month renewal of his Agreement. Renewing the agreement would also waive the normal $99 fee for a system move. Should Mr. [redacted] desire to cancel his Agreement his buyout amount would be $1329.81. However, in an effort to assist Mr. [redacted] Vivint is willing to reduce this amount by 50% to $664.90. Should Mr. [redacted] wish to accept any of these offers Mr. [redacted] should contact the representative who has attempted to reach 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]

November 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, 2017           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond.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 24, 2017. 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 services fee of $54.11 and a monthly equipment fee of $22.74 for a combined total of $76.85 each month during that term. Mr. [redacted] represented that he understood the Truth and Lending Discloser and that he received two (2) copies of his Notice of Cancellation.  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.    Vivint’s records further show that Mr. [redacted] stopped making his monthly payments after May 2017.  As such, the account was cancelled for non-payment on October 29, 2017, and was sold to an outside collections agency.  Mr. [redacted] must settle the balance of his account with this outside collections agency at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 16, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129    RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: November 28, 2015             Date of Addendum: May 6, 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] explains that she previously agreed to the extension of her agreement and an equipment upgrade; however, she decided not to get the system upgrade. Ms. [redacted] requests the removal of the agreement extension.   At this time, Vivint is willing to remove the extension of Ms. [redacted]’s agreement. Ms. [redacted]’s term has been changed back to her initial forty-two (42) month agreement.   However, it should be noted that Vivint spoke with Ms. [redacted] regarding her alarm service on January 17, 2014.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-eight (48) 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- eight months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.                                                 Despite this information, Vivint agrees to the above resolution.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Sincerely,
[redacted]

August 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: July 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 was misinformed about the re-installation of his previous alarm system. Mr. [redacted] desires an apology for the misinformation. It is true that Vivint does not install any other security provider’s equipment.  Vivint apologizes for any misinformation Mr. [redacted] may have received regarding the installation of his previous home security equipment.  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

Vivint has only refunded 49.98 and 21.42 which is 71.40.  I am waiting on the remaining funds mention below 
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

August 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 23, 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 response she explains that no one has called her about the damage done to her home. Ms. [redacted] wants the new damages covered. Vivint’s records indicate that the Claim Resolution department has been informed of the situation once again. A member of the Claim Resolution department will reach out to Ms. [redacted] soon to get this issue taken care of. 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

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: November 4, 2010           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 had never extended her contract and should not have paid a penalty fee for cancelling her service with Vivint. Ms. [redacted] desires a refund of $1049.79. Vivint’s records indicate that on September 20, 2013 Ms. [redacted] did extend her contract for an additional forty-two (42) months. This phone conversation is saved and can be reviewed with Ms. [redacted]. If Ms. [redacted] desires she may call into Vivint’s Customer Loyalty department to review the recorded phone extension at ###-###-#### between the hours of 8:00am to 5:00pm MST, Monday through Friday.Further on April 23, 2015 Ms. [redacted] called in to inquire about cancelation, at that time Ms. [redacted] also represented that she had a door to door sales representative from another home security company sign her up for another security service. Vivint is not responsible for a competitors actions and the payoff amount for the Vivint contract should have been paid by the other alarm company to gain Ms. [redacted]s business. At this time a refund for the payoff amount is not warranted. Ms. [redacted]’s 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]

June 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 9, 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 experienced technical problems with her smart drive device. She explains that she shipped the smart drive to Vivint in March of 2017 for repairs and has yet to receive the replacement device. Ms. [redacted] requests to have the device shipped to her and credits for the time this service has not been functioning.Vivint records indicate that Ms. [redacted]’s smart drive was shipped to her home on June 26, 2017 with expected delivery on June 29, 2017. Vivint apologizes for any difficulty caused by the delay. Ms. [redacted] has been given multiple credits totaling $226.98 due to this issue, no further credit is warranted at this time.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[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.
Thank you very much for your assistance
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.  The contract expressly states that they will not repair damage they cause to my home, therefore I will pay out-of-pocket to have it fixed.  Additionally, they have cancelled any further obligations I have with my contract. 
Sincerely,
Paul [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. My husband and I received a phone call from a representative of Vivint, Amanda, who notified us our contract with Vivint has been canceled and to disregard any late notifications. Thank you,
Sincerely,
[redacted]