Vivint Smart Home Security

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]

May 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 13, 2016           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, a Vivint technician verified that Ms. [redacted]’s Vivint equipment had wires that were cut. Vivint’s records show that Ms. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintIf 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]

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.
I accept that this matter is settled with Vivant to never owe or pay them anything more and they will never charge nor bill my account/accounts again.Sincerely,
[redacted]

April 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 6, 2014           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 his system was removed from his home by Vivint and Mr. [redacted] wanted to pay of the remaining balance on the account once he got his equipment back. As such, Mr. [redacted] would like his equipment returned or his account removed from collections and the remaining balance waived.A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted]’s account has been removed from collections and remains cancelled. Mr. [redacted] no longer has any obligation to Vivint. 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

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.   However, Vivint was very quick to take my money for a service they failed to fulfill, but was slow in refunding such funds, which resulted in me having to file this complaint. In the future my hope is that Vivint refunds customers' money with the same promptness in which they take those funds.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: I was told by the installer I could not cancel for a year and when I called 6 months afterwards to inquire cancellation, I was given the same answer. Not knowing of a 5 year agreement or my credit was ran. Cancelling out of Goodwill is great, because I never signed up for this service. So cancelling should be warranted and a refund for the money that I paid. The contract that was signed on my behalf and my credit check is pure fraud. I never agreed to anything and was misled by two of your employees. I paid almost $1000.00 because I was under the impression I could not cancel for a year. Because your employee told me that. I have always believe in doing the right thing and live by those values. I am in the right here. I NEVER agreed on paper or by words from my mouth to run my credit or a 5 year agreement. I hope you can understand my frustration with this situation and your response.
Sincerely,
[redacted]

February 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 30, 2015           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

June 18, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Gavin Q[redacted]  Vivint Account #: [redacted] Date of Agreement: February 21, 2013           To Whom It May Concern:I...

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

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted]         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 has been experiencing issues with his internet service. Mr. [redacted] desires cancellation without penalty. Vivint’s records indicate that Mr. [redacted]’s account has been cancelled as of November 6, 2015. 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: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

July 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: June 21, 2007 To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and...

appreciate the opportunity to respond. Mr. [redacted] states that he has documents confirming he made payments to Vivint in April and May, but that Vivint claims his balance is past due. He requests that Vivint accept copies of the cleared checks in order to update his account balance.Vivint confirms that it received checks from Mr. [redacted]. However, the check posted on April 15, 2016, in the amount of $46.00, has since been cancelled. Mr. [redacted] may provide copies of the cleared check and/or bank statements to address this matter. Please send all documentation to [email protected] for review. 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 21, 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: January 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 an effort to resolve her concerns. Vivint advises Ms. [redacted] to contact this representative so that a resolution can be discussed.   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 15, 2016 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 5, 2013           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.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.
 I waited until the deposit cleared before accepting the response. The deposit was made today. I hope to truly be finished with this and I hope Vivint will work on streamlining the Transfer Process, and ensure that no one else is double-billed on the same account. I'm pretty sure that's not legal and the amount of effort I had to put in to ameliorate it might make others give up in defeat.  Thank you Revdex.com for your mediation/intervention in this matter as clearly it was needed.
Sincerely,
[redacted]

December 5, 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 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 a refund in the amount of $315.00 is being sent to Ms. [redacted] in the form of a check, to refund the monies paid to Vivint by Ms. [redacted]. I apologize for any undue delay in 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

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.
 Although I disagree that the company, Vivint, stated in their response that I was still under a 42-month contract through 7/20/2016, I am completely satisfied with the outcome of my complaint.  I must have misunderstood the contracts terms and conditions, as I sincerely believed that my contract had expired May 2016 since my initial contract began May 2012 as they also confirmed in their response.  Thank you from the bottom of my heart for your assistance in resolving this complaint for me.  I also want to say "thank you" and express my sincere appreciation to Vivint for waiving any outstanding balance that may have resulted due to the uncertain/questionable end contract date, which I believed to be May 2016.  With warm regards.   
Sincerely,
[redacted]

July 6, 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: April 29, 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 representative and Ms. [redacted] have agreed upon a 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.
However, I include the only paperwork ever presented to me.
Sincerely,
[redacted]

November 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 3, 2013           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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer