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. Sincerely, [redacted]

August 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Michael H[redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 2014           To Whom It May Concern:I have...

reviewed the information provided by Mr. H[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. H[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. H[redacted]’s satisfaction.  Mr. H[redacted] may contact this representative if he has any further 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

August 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 1, 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 Mr. [redacted] requires any further assistance, 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: The information provided by Vivent, "Mr. [redacted] completed the required Pre-Installation Survey on January 30, 2015" has nothing to do with what I am asking. The service was initiated in  2014, but I never received any type of pre-service survey that they mentioned. I was not married at the time and the house was in my name, yet no one gave me this survey or explained any of this as Vivent is saying was the case. Perhaps Mr. [redacted] entering into this agreement makes it invalid? I was never told there would be $100 fees to move between residences, nor another $50-$100 if/when technical support is required to service THEIR equipment.I feel this agreement was entered into fraudulently by this company. They are lying about not having a correct phone number for me. EVERY TIME THE ALARM malfunctions and goes off they call me. My phone number has been the same for the entire time I have had service. When the request was made to transfer the service in December 2015, it took Vivent nearly a month to move it. So again, I 'm paying for service that I did not have on either house. I did not have a choice. I called prior to moving and the representative said it could be done same or next day, in no way did they say I would be without an alarm for about a month. Vivient is making it appear as if I was willingly making appointments several weeks out. I did not call this company for an entire year that I had service. The bill was paid faithfully. It is not acceptable to charge customers for services you can not provide and can not fix for several weeks at a time. This is essentially robbery. Customers should not be forced to be in contract when they are not secure and without an alarm. Vivint should get me out of this contract without penalty and pay for me to get services elsewhere. I still am seeking credit for full months of December, January and February and for the inconvenience of having a failed security system. It makes me very sad that we have an alarm system that does not work and we are not secure at night. Our family members, belongings etc are not secure at any time since the service does not work. This company is a sham and if they can not make it right, I will make sure everyone we know is aware of this poor service, how they treat their customers, and the lies they tell to get you into a contract, the fees they charge for their product failures, their lack of accountability and the deceptive business practices that they use. 
Sincerely,
[redacted]

August 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 22, 2012           To Whom It May Concern:A representative from Vivint has recently been in contact Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is in the process of being to Ms. [redacted] satisfaction. Ms. [redacted] may contact Vivint’s representative if she has any additional 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

October 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 22, 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. 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]

May 15, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 20, 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

April 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 6, 2009           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]

November 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 23, 2014          To Whom It May Concern:I have...

reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. In their complaint, Mr. and Ms. [redacted] states they was unaware that they were not provided with sensors to cover all of the windows in their home at the time of installation. The [redacted]’s requests for Vivint to waive the cost associated with installing sensors to cover all the windows in their home.  Vivint’s records indicate that following the installation of the equipment, Mr. [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important details. Our records show that Mr. [redacted] completed the required Post-Installation Survey on May 23, 2014. During the recorded Post-Installation Survey, Mr. [redacted] represented that he was satisfied with the installation of his system, and all equipment listed on his paperwork had been install.  In addition, Mr. [redacted]’s signed Scheduled of Equipment and Services, which outlined the equipment he would be receiving at the time of installation. If Mr. and Ms. [redacted] require additional equipment, they have the option to purchase additional sensors. All equipment installed by Vivint has a life time warranty and will be replaced at no cost if a sensor malfunctions.A representative of Vivint recently attempted to contact Mr. and Ms. [redacted] in an attempt to resolve this matter. Despite the above information, in resolution to this matter, Vivint is willing to offer a onetime discount on addition sensors to the [redacted]’s. Vivint is willing to lower the cost of their sensors by 50%. If Mr. and Ms. [redacted] wish to take advantage of this offer, I would advise them to contact Vivint 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

August 18, 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 3, 2014                                                   To Whom It May Concern:   I have reviewed the information provided by the [redacted] and appreciate the opportunity to respond.   In their complaint, it is explained that they moved and no longer need the service. They further explain that they were misled regarding the cancellation policy. The [redacted] request cancellation of their account.   At this time, Vivint has agreed to immediately cancel the [redacted]’s account.   Vivint’s records 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 June 3, 2014.   During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $53.99 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.     Despite the above information, the [redacted] have 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]

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, as long as my balance with Vivant is zero for the address: [redacted].
Sincerely,
[redacted]

January 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: N/A        Date of Agreement: N/A          To Whom It May Concern:In her rebuttal, Ms. [redacted] states that Vivint has not refunded a full 2 months of payments back to her parents.  She states that the amount refunded should have been $139.98, but they have only been refunded $118.03.  At this time, Vivint agrees to send a check in the amount of $21.95 to Ms. [redacted] at the address provided to the Revdex.com.  With this check, a full 2 months will have been refunded to Mr. [redacted].  Ms. [redacted] may expect this check in 7-10 business 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

June 29, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: February 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] via email in an effort to resolve her concerns. A current invoice showing the contract buyout amount of $661.40 has been sent to both Mr. and Ms. [redacted]’s email addresses, and they may contact Vivint’s representative directly with any questions or concerns in this matter.  Once the contract buyout is paid, Mr. [redacted] may contact Vivint’s representative to ensure that his account is cancelled, and he will have 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

August 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: July 19, 2012                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his complaint, he explains that he experienced issues regarding the cancellation of his account. He further explains that he was charged for services for the month of August and is requesting a refund of this payment and overdraft fee.   At this time and out of goodwill, Vivint has agreed to submit a refund of $92.44 to cover the month of August and the overdraft fee. This refund will go into Mr. [redacted]’s account within 7-10 business 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: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

October 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, 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] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s 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]Chief Compliance Officer

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: May 5, 2007           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 not received his refund. Mr. [redacted] desires a check sent to his home in the amount of $20.21.Vivint’s records indicate that another check has been sent on October 29, 2015 to Mr. [redacted], he should be receiving it in seven (7) to ten (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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[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: August 24, 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 matter is in a process of being resolved to Ms. [redacted]’s satisfaction. Vivint has asked for additional information, once Ms. [redacted] is able to provide this information she may contact’s representative directly in reference to the 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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

May 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 22, 2011            Date of Addendum: April 5, 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 an appointment to install additional equipment was missed when Vivint’s technician locked himself out of his vehicle. He claims that the technician left after regaining access to his truck around 7:30pm, without installing the equipment. Because of this, Mr. [redacted] is requesting an after-hours appointment and the remaining cost of his contract be covered at Vivint’s expense. At this time, Vivint is willing to offer Mr. [redacted] a free month of service and a free appointment to install the requested equipment. Vivint’s records show that on February 22, 2011, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  By signing this Agreement, Mr. [redacted] represented that he understood and accepted the terms. Those terms state that Vivint will install the System during normal business hours, which are generally 8:00am to 5:00pm. By the time the technician regained access to his vehicle, business hours had concluded and Vivint is unable to force technicians to accept overtime. . In resolution to this matter, Vivint agrees to the above offer. Mr. [redacted] may expect a call from Vivint to schedule this appointment within 5-7 business 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

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]