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.   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]

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]

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

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 7, 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] alleges that she did not authorize a charge that was made in October 2015. 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 June 5, 2015.  During the recorded Pre-Installation Survey, Ms. [redacted] 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.  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.   In Section 2.7 of Ms. [redacted]’s Agreement, it states, “I authorize Vivint or its assignee(s) to make electronic fund transfers from my bank account or charges to my credit card account in the amount identified above as my total monthly payment and including all past due amounts, trip fees, service fees or amounts which may accumulate in arrears, according to the terms above and the conditions of this agreement.” Vivint’s records indicate Ms. [redacted] requested her billing date be changed on September 29, 2015. As such, Ms. [redacted] was charged a prorated amount of the time between her original billing cycle date and her new billing cycle date. All charges invoiced are valid. However Vivint would like to assist Ms. [redacted]. Vivint has agreed to credit Ms. [redacted]’s account the prorated amount of $[redacted]. Should Ms. [redacted] still 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]

August 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Michael R[redacted]  Vivint Account #: [redacted]  Date of Agreement: July 22, 2015           To Whom It May...

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

Thank You. I accept the offer and I am waiting to receive the check. That is all I wanted.
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]

December
7, 2015Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

[redacted]            Vivint Account #: N/A             Date of
Agreement: N/ATo 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 has not received payment for the
roof repair. Mr. [redacted] desires the payment for the repair done on the roof. Vivint’s
records indicate that a check was overnighted on December 1, 2015 to [redacted], Kountze, TX 77625. If you have not received this check, you can
contact the Home Damage 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]

July 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: July 15, 2010            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]Chief Compliance Officer

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

November 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 20, 2015           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]’ satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

October 5, 2016Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement:  March 15, 2013 To Whom It May Concern: In her rebuttal, Ms. [redacted] includes a picture of a page of her bank statement from January 2016, and a fax confirmation page.  Vivint maintains its position that cancellation of Ms. [redacted]’s past due balance of $344.95 is not warranted based on her dispute of a payment in January 2016. Vivint has applied three (3) months credit for any inconvenience the payment dispute may have caused.  The amount of this credit is more than the amount of the disputed monthly payment.Vivint appreciates the documentation Ms. [redacted] has provided.  Unfortunately, no conclusion can be drawn from the document as the charge from Vivint has the date blacked out, and the print is blurry and not readable.  The initial term of Ms. [redacted]’s Agreement has ended, and as such she will not be charged further. Ms. [redacted] remains responsible for the past due balance of $344.95, which was recently transferred to a third party collections agency.  Ms. [redacted] may settle the debt with this 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: (801) 765-5759 attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 27, 2016        To Whom It May Concern:In her rebuttal, Ms. [redacted] states that she does not find Vivint’s previous explanation of what happened in regards to her billing acceptable, and has further questions in regards to this explanation. Ms. [redacted] is requesting the cancellation of her account without penalty. Vivint maintain is stance in regard to Ms. [redacted]’s account. The previous account has been closed and payments have been refunded by mail to Ms. [redacted]. In addition, Ms. [redacted]’s active account has been brought current. Vivint has included with their response a trial balance of all the payments received by Vivint for the previous account under S-4075202 after the takeover took place for clarification. 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 $2828.59, however Vivint will take 40% off the payoff amount, bringing it to $1697.15. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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]

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]

November 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: October 29, 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 complaint she explains that Vivint’s thermostat damaged her HVAC system. Ms. [redacted] requests that Vivint pay the $1800.00 to cover the cost of repairs and cancelation of her account with Vivint.Vivint agrees to send Ms. [redacted] a check of $750.00 and cancel Ms. [redacted]’s account with Vivint upon the recovery of the equipment in her home.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records show that one in house HVAC technician and a HVAC technician that was at Ms. [redacted]’s house saying that Vivint’s thermostat did not have the capacity to direct the 240 VAC that damaged the HVAC system. Vivint’s records further show that the damage was done while another HVAC technician was working on the system in Ms. [redacted]’s home. Due to these facts and because we are not able to get a second opinion Vivint pay the full $1800.00 is not warranted.Despite these facts, and in an effort to assist Ms. [redacted], Vivint agrees to the above resolution. Where Vivint will send Ms. [redacted] a check of $750.00 and cancel her account with Vivint if Ms. [redacted] will allow Vivint to recover the equipment in her home. If Ms. [redacted] would like to move forward with this resolution or if she has any questions she can contact the representative who reached out to her 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

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

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 in part.
Please review the estimate the representative left at my house at the time they provided the estimate of the service.  Vivint, perhaps this could be used to better train your door to door sales people.
Sincerely,
[redacted]

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

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]

September 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: May 30, 2011             Date of Addendum: June 25, 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] explains that he does not recall extending the term of his agreement over the phone with Vivint, 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. In addition, the requested refund has been submitted and will go back in their account within 7-10 business days.   Vivint’s records show that on May 30, 2011, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Mr. [redacted] regarding his alarm service on June 25, 2014.  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 forty-two (42) 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 forty-two 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 above, Mr. [redacted] has no further obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer