Vivint Smart Home Security

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 verified that the 70.99 was credited to my account as of today.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: They have offered service, but yet they have not scheduled an appointment as I was told they would do when I first called. As I said before, the last tech that came out said they could not fix the problem  with  the options of live with it or turn off the camera. The camera is the ONLY reason we got the equipment. The tech was pretty much certain that the camera wouldn't work at our location after he replaced it with another camera. If we are gone, I am not notified if somebody comes to the door for as long as 15 minutes. The camera alerts us a night and nobody was there. I told them to come out, but I don't see the point of continuing this because after two cameras and being told the equipment will not work properly in our location, it is mute. BUT if they think they can fix something they said can't be fix, by all means march right out here and prove me wrong. Besides the camera, I can't control the thermostat with my phone either. Tell me, what use is this equipment to me? Please, do not say I refuse to have somebody come out because that is a lie. This equipment is crap to me.
Sincerely,
[redacted]

December 1, 2017     Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: June 25, 2014                                                   To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint has no record of Mr. [redacted] being informed that Vivint would not be able to service his current address. However, although not warranted and considering Mr. [redacted]’s situation, Vivint will remove his account from collections. 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 2, 2018Revdex.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 attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] account has been cancelled as requested and $172.92 has been refunded to the card on file. Vivint apologizes for any inconvenience. 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 trusted vivint with the safety of my home and was let down severely  during that period. I was disregarded by numerous phone reps. All in addition to having to  babysit their sales rep who came to my house un anoinced twice, was very unprofessional and makes me more so fearful of the safety of my home. As I stated in my complaint when I called to resolve the issue with the sales representative, he then called my cell phone, cursed me out when I hung up on him he still continued to harass me because he got in trouble. The company was not secure with my personal information, and they are responsible for the sales representative who on top of everything else gave my information as well as detailed information about my specific security package all with out my consent. If Vivint wants to loose whatever credibility they have left then I can continue this case with the courts.
Sincerely,
[redacted]

October 13, 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: July 23, 2009             Date of Addendum: August 3, 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] explains that he does not recall extending the term of his agreement over the phone with Vivint for 60 months, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.   At this time, Vivint has agreed to immediately cancel Mr. [redacted]’s account.   Vivint’s records show that on July 23, 2009, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. Vivint spoke with Mr. [redacted] regarding his alarm service on August 3, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a sixty (60) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement sixty 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 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

June 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 8, 2015To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the...

opportunity to respond. In her complaint, Ms. [redacted] states that Vivint informed her that in the case of a move, she could have the system reinstalled at her new address and the new tenants could keep the previous system. She is requesting a brand new system be installed at her new address, free of charge, with no contract renewal, as well as lower monthly payments. At this time, Ms. [redacted] may either retrieve the system from her old address and have it reinstalled with no contract renewal, transfer her account and the payments to her tenants and leave the system in the old address, renew her contract in exchange for a new system, or purchase the new equipment outright.    Vivint’s records show that on June 8, 2015, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  By signing this Agreement, Ms. [redacted] represented that she understood and accepted Vivint’s terms. Upon installation, Vivint provided Ms. [redacted] over $1,300.00 worth of Vivint equipment and additional equipment is available for purchase. In the event of a move, Vivint’s policy is to pull the equipment from the old location and then reinstall it at the new location. Any cosmetic damage done to the wall is the customer’s sole responsibility, and they are responsible for the transfer of any equipment provided to them. In resolution to this matter, Vivint agrees to the above offers. Replacement of Ms. [redacted]’s functioning equipment at Vivint’s expense is not currently warranted. Ms. [redacted] may contact Vivint’s representatives to take advantage of any of the above offers.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 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 12,...

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 verbally agreed to amendments of his Agreement, but that Vivint failed to honor these amendments.  Mr. [redacted] is now in collections, and desires cancellation of his Agreement without penalty and for collection attempts to cease.Vivint’s records show that Mr. [redacted] signed a Purchase and Services Agreement on June 12, 2014, in which he represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term. On June 16, 2015, Mr. [redacted] contacted Vivint to request a deferment of his payments to Vivint due to financial difficulty.  Vivint’s representative read a statement to Mr. [redacted] to verify that he would not be responsible for payments over the next three (3) months and that these months would be added to the end of the term of his Agreement.  Vivint’s representative advised Mr. [redacted] that this deferment was a courtesy and that he should call Vivint back if he was charged for the next month.  The payment attempted in July 2015 was returned to Mr. [redacted] by his bank, and Vivint applied credit to his billing account so he would not be charged for the next two (2) months after that.  Mr. [redacted] asked for another three (3) month deferment in September 2015.  These deferments of payments are a courtesy to Vivint customers and do not void the original signed Agreement. Vivint’s records further show that Mr. [redacted] has not made a monthly payment since June 12, 2015.  After both deferments, his payments were to resume in January 2016.  Mr. [redacted]’s account has been cancelled due to non-payment, and was recently transferred to an outside collections agency.  Although cancellation of the Agreement is not warranted at this time, Vivint would like to assist Mr. [redacted].  Vivint will not hold Mr. [redacted] responsible for any more than the original forty-two (42) months agreed upon.  Further, Vivint is willing to reduce the payoff balance of Mr. [redacted]’s Agreement by 40% or reinstate his service with a reduced monthly rate. The reduced payoff amount would be $[redacted], or the reduced monthly rate for the remaining 26 months would be $[redacted] with no fee to reinstate the service. Mr. [redacted] may contact Vivint’s Billing department at ###-###-#### to accept one of these offers.  Alternately, Mr. [redacted] may settle the balance of his account with the outside collections agency.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]

November 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: July 18, 2013         To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] alleges she did not agree to the initial term of sixty months, and Vivint has left her home unprotected. Ms. [redacted] desires the cancellation of her account without penalty. 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 July 15, 2013.  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 $[redacted] 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 relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.    Vivint’s records further indicate Ms. [redacted] contacted Vivint on October 14, 2015 about a concern with her panel. Ms. [redacted] was unable to provide the verbal password attached to her account, so Vivint was unable to assist Ms. [redacted]. The countdown Ms. [redacted] refers to in her complaint is the exit delay. The delay is programed into the system to allow the customer to leave the home before the system is armed. This count can be lowered if Ms. [redacted] feels the exit delay is too long. Ms. [redacted] may contact Vivint at ###-###-#### for assistance; Ms. [redacted] will need to provide her verbal password in order to troubleshoot. Vivint has no record of a vulnerability in their system.Cancellation of the account is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this offer, 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]

September 17, 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 23, 2008           To Whom It May Concern:In her rebuttal, Ms. [redacted] alleges that Vivint made no mention of reimbursement for monies she paid for service when her system was not working.Vivint’s records show that Ms. [redacted]’s alarm panel was responding to Vivint’s monthly tests until May 2015.  Ms. [redacted]’s signed Purchase and Services Agreement with Vivint states that it is the customer’s responsibility to test their system regularly and report any problems to Vivint (Section 12).  The alarm panel will show alerts when communication is lost, to assist the customer in knowing when there is a problem.  Vivint was not notified by Ms. [redacted] of any issues until August 31, 2015.Vivint calculates system downtime credit from the date Vivint was notified by the customer of the issue until the date the issue is repaired.  As such, downtime credit warranted in this case is $[redacted]; however, Vivint will send a refund to the billing address on file in the amount of $[redacted], to reimburse Ms. [redacted] for a month of service.  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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

June 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: October 25, 2013           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 has experienced issues with the service. As such, Mr. [redacted] requests that his account be cancelled and all billing cease.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 has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been cancelled and all billing has ceased. 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

September 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 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 his system malfunctioned and Vivint would not be able to repair his system for nine (9) days. Mr. [redacted] is requesting cancellation of his Agreement without penalty.    Vivint will apply a two (2) month credit towards Mr. [redacted]’s account to cover the time he was without service.Vivint’s records show that Mr. [redacted]’s system was fixed on August 27, 2016, five (5) days after he called Vivint to let us know his system was not working correctly. Vivint schedules appointments on a first come first serve basis. Vivint apologizes for any inconvenience this may have caused.Vivint’s records indicate that Mr. [redacted] signed his System Purchase and Service Agreement (“Agreement”) on August 2, 2014. By signing his Agreement, he understood and agreed to the following: Section 4: “We do not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up or any other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate.”Due the information above, cancellation without penalty is not warranted. Should Mr. [redacted] wish to cancel his Agreement prematurely, his payoff amount would be $1889.65; however, in an effort to assist Mr. [redacted], Vivint is willing to reduce his payoff amount by 50%, bringing the total payoff amount to $944.82. If Mr. [redacted] would like to take advantage of this offer I would advise him to contact a Legal Assistant at (801) 221-6728.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]

March 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: June 23, 2015                                                              To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, she is requesting cancelation of her account because she sent in her notice of cancelation within the time frame allowed on her new agreement. 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 cancel Ms. [redacted]’s agreement. 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 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: May 20,...

2017           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] via email in an effort to resolve her concerns. Vivint confirms that Ms. [redacted] discussed cancellation of her Agreement shortly after installation of the system in her home.  As such, Vivint is willing to offer Ms. [redacted] cancellation with return of the equipment, or may discuss alternate resolutions at this time as Ms. [redacted] desires.  She may contact Vivint’s representative directly to discuss resolution of this matter.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 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: September 27,...

2012           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. She has no further obligation to Vivint and may expect a refund of her last payment back in her bank account in 7-10 days. 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 2, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

 March 27, 2012 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 requested cancellation of her service and declined extension offers when her contract was fulfilled with Vivint, but that Vivint continued to charge her for service and has now sent her account to collections.  Ms. [redacted] desires a billing adjustment and correction to her credit report.  In an effort to resolve this matter, Vivint has removed Ms. [redacted]’s account from collections and will forgive the past due balance on her account.  Vivint’s records show 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 forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term, and that she would notify Vivint in writing thirty (30) days prior to her desired cancellation date after fulfilling the initial term. Ms. [redacted] stopped paying Vivint in May 2015 and the initial term of her Agreement ended on September 27, 2015.  As such, the account was past due at the time Ms. [redacted] requested cancellation on November 11, 2015.  Pursuant to the Agreement, the charges for service between May and November 2015 were valid.Despite the above information, Vivint has waived Ms. [redacted]’s past due balance.  Ms. [redacted] has no further obligation to Vivint, and will have no negative hit on her credit from 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]

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.
Vivint has replaced the security equipment and has promised 6 months of credit starting February 2016.  To ensure my mother is credited for the 6 months, I have stopped the auto payment at the bank and will resume the auto payment in August.  Thanks for your help in this matter.
Sincerely,
[redacted]

April 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 20, 2017           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is in the process of being resolved to Mr. [redacted]’s 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: March 15, 2017           To Whom It May Concern:I have...

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