Vivint Smart Home Security

May 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  [redacted] Vivint Account #: [redacted] Date of Agreement:  April 29, 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] states he was visited by a Vivint sales representative in September 2016. During this visit, Mr. [redacted] states the sale representative agreed to install a door sensor, a motion detector and an outdoor camera at no cost to him. However the sales representative never returned or installed the equipment. Mr. [redacted] desires for the offered equipment to be installed.A representative form Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint rarely sends a sales representative to an existing customer’s homes after the installation of a system. On the rare occasion they do, Vivint will have records of which representatives are scheduled to visit customers. Vivint does not have any record of a sales representative scheduled to visit with existing customers in Mr. [redacted]’s area. Alternatively, Vivint can confirm offers made to its customers if Vivint is provided with either the sales representative’s name or badge ID number. Vivint asked Mr. [redacted] to provide this information but Vivint has yet to receive this information. As such, Vivint cannot confirm an offer was ever made to Mr. [redacted].Furthermore, Vivint has no written agreement with Mr. [redacted] to provide any of the above equipment. However, the equipment is available for purchase. If Mr. [redacted] wishes to add the equipment to his system, he may contact Vivint to purchase the additional equipment 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

March 28, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 17 2016          To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that her Vivint camera needs to be relocated to ensure it provides optimal security.  Ms. [redacted] is currently located in an apartment. Ms. [redacted] desires her Vivint outdoor camera be relocated above her neighbor’s window, on the adjacent property. Vivint is requesting written consent from the Apartment Manager allowing us to relocate her camera. 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

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]

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

January 26, 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...

12, 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] states that she has had multiple complications with her security system that have not been resolved despite many service visits, and that Vivint will not let her cancel her Agreement without penalty. Ms. [redacted] desires cancellation of her Agreement without penalty. At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records confirm that Ms. [redacted] signed her Agreement on June 12, 2015, with an initial term of forty-two (42) months and a monthly services fee of $64.99, plus any applicable taxes, during that term.  The signed Agreement states that Vivint does not warrant that the system will always operate (Section 3), so Vivint does not believe the Agreement was breached.  However, Vivint agrees to the above resolution due to Ms. [redacted]’s multiple efforts to resolve problems with the system.  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

June 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: January 20, 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] states that she has had issues with a door sensor and a technician not showing up for an appointment. Ms. [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty. Vivint believes this matter has been previously resolved. Ms. [redacted]’s Agreement was cancelled on June 9, 2016, and Ms. [redacted] has no further obligation to Vivint. Vivint’s records indicate that Ms. [redacted] signed her Agreement on January 20, 2015 with an initial term length of forty-two (42) months. By signing her Agreement Ms. [redacted] agreed to pay a monthly monitoring fee of $53.99 plus any applicable taxes each month during that term. For the first one hundred and twenty (120) days of the Agreement term Vivint will replace any equipment free of charge. When Ms. [redacted] had a technician visit her home she was well outside of her one hundred and twenty (120) day replacement warranty and charging for a new sensor was the appropriate course of action. Nevertheless, as an effort of goodwill towards her situation, Vivint agreed to cancel her Agreement without 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]Chief Compliance Officer

February 28, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 22, 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] expresses dissatisfaction with the system’s functionality and with Vivint’s monitoring procedures. He states that Vivint has failed to demonstrate an ability to provide proper security and requests immediate cancellation.In order to resolve this matter, Vivint previously applied a month of free service as well as waived Mr. [redacted]’s past due balance of $174.18. Cancellation without penalty is not currently warranted.As stated in Vivint’s previous response to Mr. [redacted]’s complaint, Vivint’s records indicate that on September 22, 2016, Mr. [redacted] signed a Purchase and Services Agreement (“Agreement”) with an initial term of forty-two (42) months. By signing this Agreement, Mr. [redacted] represented that he understood and accepted all the terms contained within the contract. The contract states that Vivint does not warrant that the system cannot be compromised or that it will always work, but that Vivint does warrant technical assistance over the phone or via a service appointment. Furthermore, Vivint’s records indicate that multiple representatives have discussed the monitoring procedures in question with Mr. [redacted] at length, and have apologized for any inconveniences or misunderstandings. However, Vivint’s records indicate that Mr. [redacted] did silence his alarm and that Vivint’s representatives followed Vivint’s standard procedure. In resolution to this matter, Vivint agreed to the above offer. Mr. [redacted]’s billing account was brought current and a month of free service was applied to his bill. No further offers will be extended 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

September 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted] Date of Agreement: August 23, 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 not informed of the need to obtain an alarm permit and he received a fine from his county for $300. Mr. [redacted] desires Vivint to reimburse him for the cost of the fine. Vivint agrees to cover half the cost of Mr. [redacted]’s fine provided Vivint receives a copy of his invoice for the fine. Mr. [redacted] may send his invoice to my agent at [redacted] and a reimbursement check of $150 will be sent to his home address. Vivint’s records indicate that Mr. [redacted] entered into his System Purchase and Services Agreement (“Agreement”) on August 23, 2016. By signing his Agreement Mr. [redacted] agreed to obtain an alarm permit if one is needed in his county (Section 12). Further, Mr. [redacted] agreed to pay for any fee charged by any government agency or third party (Section 10). Nevertheless, 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

May 13, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, 2008            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 attempting to cancel his service and Vivint has refused to do so. Mr. [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Mr. [redacted]’s Agreement has been cancelled and he has no further obligation to Vivint. Vivint apologizes for any undue delay in this process. Vivint’s records indicate that Mr. [redacted] sent in his notice of cancellation on May 12, 2016. A notice of cancellation will remain on file for thirty (30) days before an Agreement is cancelled. Nevertheless, in an effort to assist Mr. [redacted] 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: ###-###-####, 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.
Sincerely,
[redacted]

October 5, 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: July 25, 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 attempted to contact Ms. [redacted] via phone and email. In her complaint, she explains that she has experienced technical issues with her system since the installation. Ms. [redacted] requests a full refund for the equipment that she purchased.   At this time, Vivint has agreed to fully refund Ms. [redacted] and cancel her account upon receipt of the equipment. Ms. [redacted] must contact the representative who has reached out to her via phone and email to schedule a system removal appointment.   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.  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]

October 29, 2015Revdex.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] alleges that he cancelled the installation of a Vivint system, and that he has not received a refund of the monies he paid to Vivint.  Ms. [redacted] desires a refund of $407.99.  Vivint’s records indicate that a refund in the amount of $407.99 is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted] on May 28, 2015. Mr. [redacted]’s account is cancelled, and he has no further obligation to Vivint.  If Mr. [redacted]’s records do not show the refund went through, Vivint requests Mr. [redacted] provide a bank statement or credit card statement, and Vivint will make the adjustment to Mr. [redacted]’s billing account. 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 1, 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 11, 2012           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 had issues with his thermostat and getting a technician to his home to fix the thermostat. Mr. [redacted] requests that his thermostat be fixed or cancellation of his account.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 has been resolved to Mr. [redacted]’s satisfaction. A Vivint technician went to Mr. [redacted]’s home on August 24, 2016 and replaced his thermostat with a new one fixing the issue Mr. [redacted] was experiencing. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:The agreement states that only one camera would be installed on the doorbell so this is a pretty severe breach of contract. The marketing and sales people are clearly hiding the cameras from potential customers and there is plenty of evidence to back that up.  The presence of a camera attached to the unit is a security nightmare. The camera is connected to the mainboard and receives power so there is no way to know for sure if it’s accessible or not. It is an unnecessary risk that serves no benefit to the end user.  I have also repeatedly received the wrong contact information from the technical support team and Vivint attempted billing without resolving the issue. This is another breach of contract.  I don’t see how it is fair for Vivint to collect payment for services not rendered when Vivint is clearly breaching the terms of the agreement. Perhaps harder to argue legally, it is highly unethical to engage in deceptive marketing and advertising campaigns in order to lock down customers into long-term contracts.  My cancellation request stated that the homeowner was placed into a nursing home and I no longer have clear authority to operate the system. The homeowner’s estate attorneys could potentially sue me or Vivint if they chose to.  
Sincerely,
[redacted]

April 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 23, 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 to having equipment complications with his security system that have not been resolved. Mr. [redacted] further states that he has experienced poor customer services from Vivint representatives.  He desires cancellation of his agreement without penaltyVivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on July 25, 2016. Mr. [redacted] again called Vivint on August 28, 2016, in regards to his Vivint thermostat. Mr. [redacted]’s Vivint thermostat was rewired and testing showed the thermostat had been fixed. Vivint was not notified of any further equipment issues until recently.  A Vivint Field Service Professional was dispatched to Mr. [redacted]’s home on April 18, 2017, and replaced his Vivint thermostat. To assist Mr. [redacted], Vivint has applied a credit to his billing account in the amount of $80.99, which will cover one (1) month monitoring fee. Should Mr. [redacted] still be experiencing complications with his equipment, I would advise him to call Customer Care at 1-800-216-5232, and schedule an additional appointment.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 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

Complaint: [redacted]
I am rejecting this response because:
Hello,In my “desired action” for my complaint, I requested communication from Vivint. An email telling me that they credited my account does not resolve my concerns. My cameras are still offline, I’ve schedule several technicians to come out and fix the problem which they have not done, and I STILL cannot access my stored video footage which was the entire reason for contacting vivint in the first place. I still am requesting to speak with someone about my account and would not like the issue to be counted as resolved until that happens. Cordially, [redacted]
Sincerely,
[redacted]

July 16, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: S. W[redacted] Vivint Account #: [redacted] Date of Agreement: February 6, 2015           To Whom It May Concern:I have...

reviewed the information provided by Ms. W[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. W[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. W[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]

June 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 18, 2014           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 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