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 paid them and was told it will take up to 2 days to finally be cancelled. If it takes longer I will respond again about the complaint. Sincerely,
[redacted]

September 23, 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 3,...

2014          To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he has recently inquired about canceling his Agreement, but has received conflicting answers regarding the length of his Agreement term.  Mr. [redacted] desires written confirmation that he has 14 or 15 months left in his Agreement, which would fulfill the initial term.  A representative from Vivint has contacted Mr. [redacted] via email to confirm that the remaining term of his Agreement is 15 months, and that his Agreement was not extended at the time of his move.  Vivint has also offered a reduced payoff of the Agreement, should Mr. [redacted] desire to cancel prematurely.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 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 27, 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] alleges that her equipment has not worked properly and her camera was never installed. Ms. [redacted] desires cancellation of the account.Vivint’s records indicate that Ms. [redacted] did call in and request to cancel within her right of rescission period. Vivint will honor Ms. [redacted]’s cancellation request. I would advise Ms. [redacted] to call into Vivint to schedule a time for the removal of the Vivint equipment. Ms. [redacted] can direct the Vivint agent to case [redacted] on her account for this approval. Upon removal of the Vivint equipment Ms. [redacted]’s account will be cancelled and a formal letter of cancellation will be sent to Ms. [redacted]. 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 19Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 13, 2017          To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she her Nest Thermostat was installed incorrectly resulting in her heater running incorrectly. Ms. [redacted] requests that Vivint correct these issues and pay to repair any damages.  A Vivint technician has been dispatched to Ms. [redacted]’s home. Vivint’s technician indicated the thermostat was installed correctly. The technician adjusted the thermostat settings and instructed Ms. [redacted] on how to operate the thermostat. Vivint’s technician indicates that no damage was done to Ms. [redacted]’s home and no refund 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]Chief Compliance Officer

June 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Lana [redacted] Vivint Account #: [redacted] Date of Agreement: October 31, 2014        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 was charged a monthly service fee of $69.99 when she should have been charged $53.99. Further that a charge of $130.68 was drafted from Ms. [redacted]’s bank account and it is not justified.Vivint’s records indicate that a refund in the amount of $[redacted] has been sent to Ms. [redacted] in the form of a check for the excess charges of $16 for five (5) months. The charge of $130.68 was a monthly service fee of $[redacted] and a move fee of $99, $6.71 was covered by credits on the account leaving Ms. [redacted] with the charge of $130.68 that was processed after Vivint had installed equipment into Ms. [redacted]’s home. Since Ms. [redacted] had paid for the new equipment during the time of install and in an effort to assist Ms. [redacted] Vivint will place an additional credit of $99 to the account as an act of goodwill, waiving the move fee. Furthermore, Ms. [redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she 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, plus applicable taxes, during that term.  Cancellation without penalty is not 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [redacted]

November 11, 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: September 29, 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] explains that she was unable to schedule a service appointment in the amount of time that was satisfactory. As such, she requests cancellation of her account and a full refund.   Cancellation without penalty is not warranted; however, in an effort to assist Ms. [redacted], Vivint will issue a two month credit to her account.   Vivint’s records indicate that a technician was sent to her home on November 11, 2016. Vivint apologizes for any undue delay or inconvenience this may have caused her.   Vivint’s records further indicate that prior to the installation of any equipment, Mr. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home.  The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on September 19, 2016.   During the recorded Pre-Installation Survey, Mr. [redacted] 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 $44.99 each month during that term.  Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     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 29, 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: May 26, 2008                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In May 2016, Vivint informed Ms. [redacted] that she would need to upgrade her system. Ms. [redacted] is fully responsible for her Agreement with Vivint and she did not contact Vivint again regarding the account until more than one year after being informed of the need to upgrade. Vivint will not be refunding Ms. [redacted].   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 just want want to be clear we are done,with Vivint home security as to the balance of dated 42 month contract by [redacted]now know as [redacted], we got married June 4th 2015 in Las Vegas Nevada !!! Note Vivint said they were at our home on the 8th of June 2015. My wife and I did not get back to our home until October 5 2015. The sky panel did send out alerts when we were in out home with system disarmed 50 to 60 per day.  I disconnected the sky panel my self today 12-9-2016. Because Vivint agreed to cancel our service affect 12-8-2016 according to there reply to Revdex.com in Utah   Alarms went off. Fire medical etc. Vivint called and asked is all was ok I replied yes nothing needed alll good here,  they suggested a week long test period so they did not have to call me,as they put it I was tampering with control box!!  Which they (Vivint) said I may keep all equipment,they were no help at all to tell me how to disarm the panel. I unplugged it from 110. Found the battery back up unplugged it   All seems to be fine now.  My next step is to get a contractor to come to my home and est. the cost of the gross neglect and damage done to my home. Inside and out. If I have to pay for that so be it I am tired of fighting the Vivint Machine. Thank you vivint leagle department for canceling the balance of our contract there will be NO RENEWAL there will also be no further auto pays to vivint from my bank, we are paid thru 12-19-2016 
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]

I am really sorry but I will have to reject this offer too,
The response you got from Vivint is a canned responseIf
you check your last emails they are the sameI called Vivint and nobody
there will even admit they have a Nathan W[redacted] working there much less let me
talk to himI did send them all the documents they asked forNo word as of
yet. I sent them to the address in the
email and I will let you know if I ever hear backI also have someone from the attorney
general and consumer affairs working on this and I will let you know what
happens but for now please do not close this complaintThanks for the offer of
binding arbitration but my lawyer says it is not stated in the Vivint contract
so I am free to sue for some real damages if it comes to thatAgain thanks for your time and
effort and I will keep in touch
Complaint: [redacted]
Sincerely,
Douglas F[redacted]

November 9, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: July 26, 2007         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 cancelled her account but was still charged for service. Ms. [redacted] desires cancellation and a refund for $104.97. Vivint’s records indicate that Ms. [redacted]’s notice of cancellation is dated for June 29, 2015. A notice of cancellation must be sent thirty (30) days before an account will be cancelled. Ms. [redacted]’s account was charged within this thirty (30) day cancellation period on July 27, 2015. A refund for this date is not warranted. Never the less Vivint will refund July’s payment as an act of goodwill and the payment made in August of 2015, no other charges were processed after August of 2015. Ms. [redacted] will receive a total refund of $[redacted] sent to her home in the form of a check, Ms. [redacted]’s account is cancelled and she has no further obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]

September 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 2017           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve these concerns.  Vivint request that an appointment be scheduled for the removal of Vivint’s equipment from Mr. [redacted]’s home. I advise Mr. [redacted] to contact a Vivint representative at (801) 221-6728 to schedule this 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

October 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 12, 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 Mr. [redacted] is working with a Vivint legal representative to resolve his concerns. Mr. [redacted] may contact Vivint’s representative if he 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]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. Upon reading the resolution to my complaint, I in fact called and verified that my account was indeed canceled and the representative said that I should receive no further bills from Vivent. Dakota also stated that if I should receive a bill from Vivent to call back in and that it would be corrected. I appreciate the quick response and resolution to my complaint. 
Sincerely,
[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: September 25, 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] alleges that he was misled by a Vivint sales representative, and has experienced equipment concerns. Mr. [redacted] desires the cancellation of the agreement without penalty After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. An appointment has been scheduled for the removal of Vivint’s equipment on November 6, 2015.  A refund of $75.00 has been refunded to the credit card Vivint has on file for Mr. [redacted]’s 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]

October 25, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 4, 2007           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 this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted]’s Vivint Agreement has been cancelled and she has no further obligation to Vivint. 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]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: I love how Vivint has refused to take any responsibility for fault product and cancelation of appointment without notice. Then throw it at me like it's all my fault. With their response of they sold the account there is nothing the Revdex.com can do. I will take this beyond the Revdex.com now and push to other means. No payments will be made to anyone for this fraudulent contract. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because of the following: I finally had a technician come to my house today to complete the install. By the end of the day, several pieces of equipment that was just newly installed has begun to malfunction. A few areas of concern...

were also discovered. I have 2 sliding glass doors that are still without sensors. My understanding with making this appointment (for the 8th time) was that by the end of the appointment my system would be completely installed and fully operational, which is not the case. I also discovered, what I would consider to be unprofessional and dishonest workmanship from my original install. Vivint drills holes into the doors to place sensors for the alarm system. The front of my house has double doors, however one side in unable to be drilled through. The original tech, did not condunt an inspection of the door prior to drilling. The tech drilled a hole into one side of the double door, then realized that the other side cannot be drilled into to connect the other piece of the sensor. Rather than bringing this mistake to my attention, the tech simply placed a window sensor on the inside of the door, however he did not remove the 1 piece of the 2 part sensor on the door, fearing that if he did  I would see the hole in the door. I now have the window sensor which operates the door, however I also have one half of a door sensor, that is obsolete and and not functional because the install of the sensor was not complete. If I were to remove the door sensor I would have a plainly visible hole in my door, however I do not wish to have half of a door sensor that is not functional and its only purpose is to fill a hole that should not have been drilled in the first place. I expect Vivint to correct this issue by way of repairs.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because this has not been satisfied. Once I receive the final bill from Vivint,then I will be satisfied to finally get away from this awful company. Not to mention that the representative from Vivint that I spoke with was very unprofessional and seemed like she didn't want to handle the situation the way that it should be handled. 
Sincerely,
[redacted]

September 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: November 6, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 14, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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 that he has moved into a rental until his new home is built and he cannot transfer service to his rental location. He further states that Vivint’s cancellation options will not work for him. Mr. [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Vivint agrees to defer Mr. [redacted]’s Agreement up to a total of six months. Vivint has already performed a three month deferment with Mr. [redacted] on October 6, 2016. Upon completion of the first three months Mr. [redacted] may call Vivint to facilitate an additional three month deferment. Vivint’s records indicate that Mr. [redacted] entered into his Agreement on June 29, 2016. By signing his Agreement Mr. [redacted] agreed to pay a monthly service fee of $59.99 plus any applicable taxes each month for a term length of forty-eight (48) months. Mr. [redacted] also agreed to pay a total of $2,879.52 to Vivint throughout his entire Agreement term. Vivint is willing to assist Mr. [redacted] with his monthly payments until his new home has been constructed. However, cancellation without penalty is not 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]Chief Compliance Officer