Vivint Smart Home Security

Tell us wMarch 22, 2018   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]           Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]           Date of Agreement: April 15, 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] alleges that she was misled by a Vivint representative regarding the term and amount to be paid of her agreement. Ms. [redacted] requests that Vivint release her from her contract without penalty. In addition to Ms. [redacted] signing the System Purchase and Services Agreement (“Agreement”), 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 April 14, 2017. During the recorded Pre-Installation Survey, Ms. [redacted] 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 $49.99 as well as an equipment fee of $18.53 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] representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.    Due to these circumstances, Vivint has not agreed to cancel Ms. [redacted]’s account without penalty. However, in an effort to assist Ms. [redacted], Vivint is willing to reduce her payoff amount by 30%, bringing the total payoff amount to $1,714.30. If Ms. [redacted] would like to take advantage of this offer, she may contact [email protected].  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 Officerhy here...

January 6, 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, 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 she agreed to a monthly service of $14.50 with Vivint, but Vivint is charging her $47.80. 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 July 15, 2015.  During the recorded Pre-Installation Survey, Ms. [redacted] 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 $44.99 each month during that term plus any applicable taxes.  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.    Cancellation without penalty 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 $[redacted], however Vivint will take 25% 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]

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]

November 22, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: September...

10, 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 was told at the time of sale that her Agreement could be cancelled without penalty in the event that she moved, but that she has moved and Vivint refuses to cancel her Agreement.  Ms. [redacted] further states that a monetary penalty for cancellation is not printed on her Agreement, and she desires cancellation of her Agreement without penalty. At this time, Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty and to remove her account from outside collections.Vivint’s records show that Ms. [redacted] signed an Agreement on September 10, 2015, in which she agreed to an initial term of forty-two (42) months and a monthly services fee of $59.99, plus any applicable taxes, during that term.  The Agreement also indicates that the total cash price for services will be $2,519.58 (plus any applicable taxes).  Despite the validity of Ms. [redacted]’s signed Agreement, Vivint agrees to the above resolution.  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

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,
Abron R[redacted]

I do not want to do business with this company, they have shown to be unethical in business, and once again I want my name and address cancelled in their system as once. I do not authorize anyone to enter my information and I want it removed.  I will not do business with a company like this. [redacted]  Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

March 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2012           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. It has been agreed that Vivint will immediately cancel the account. 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

September 1, 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 7, 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 representative and Mr. [redacted] have agreed upon a resolution. An appointment has been scheduled for the removal of the system. Following this appointment, Mr. [redacted]’s account will be cancelled.   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 have called and complained about the poor service significantly more than your "records" show.  The issues started early in 2014 (Feb) when my account was transferred to my new house.  The issues have been non-stop since then.  You still have my ex-husband's name on the account, I am tired of telling your customer service to remove his name from my account, but I still get letters and bills addressed to him.  Also, your technicians allowed my brother, who is a minor, to sign documents for my account. Sending a technician to my residence will not solve the issues I have had.  There has been too many ineffective "visits" by your technicians.  I want you to cancel my contract.
Sincerely,
[redacted]

June 9, 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 Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he was misled by a Vivint representative regarding contract terms, and now is unable to cancel his agreement.  Mr. [redacted] desires cancellation of the Agreement without penalty.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 20, 2015. 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 $59.99 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.   Vivint’s records further indicate that Mr. [redacted] signed a System Purchase and Services Agreement on June 20, 2015 with an initial term of sixty (60) months, a monthly services fee of $59.99, plus any applicable taxes, during that term. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time a customer may cancel the Agreement for any reason. Cancellation of Mr. [redacted]’s agreement without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $2,159.64; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 40%, bringing the total payoff amount to $1,295.79.  Alternately, Mr. [redacted] has been offered a reduced monthly rate by $10.00 for the remainder of his initial term.  If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him 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

August 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: September 24, 2008           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 she has had issues with the equipment. Ms. [redacted] requests cancelation of her account. A representative from Vivint has recently attempted to contact Ms. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that a Vivint technician went to Ms. [redacted]’s home on October 30, 2015. That technician noted that everything was working and that he changed the batteries in the sensors and updated the software on the control panel. Ms. [redacted] called in on August 15, 2016 and explained that her glass brake sensors was not working. A new glass brake sensor was sent out to her. Ms. [redacted] explains that she has not gotten that sensor yet. Vivint would be able to send a Vivint technician out to Ms. [redacted]’s house to replace that glass brake sensor. Due to this fact cancelation of the account without penalty is not warranted. Vivint would be happy to set up an appointment to fix these issues. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or if she would like to move forward with this 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]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. They have told me they are letting us out of contract without charges, and this makes us happy as we are still having problems.  As long as they keep there word and no charges will come out of our bank account we are happy with the results.  Thanks again for all the help.
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because:
Their response indicates my account will be closed when they retrieve their equipment.
They scheduled for me to be home on 26May2015 between 8 and 11 am.
I took off work to be at home. No Vinint, Inc person came to remove their equipment.
It is my understanding when they received the Notice of Cancellation my contract will be cancelled, a refund will be sent within 10 days, and a rep will retrieve their equipment within 20 days.
I sent the Notice of Cancellation via USPS Registered Mail.  I checked the USPS tracking number and it was delivered on 26May2015.
Sincerely,[redacted]

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

18, 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 recently signed up with Vivint but the installing technician has not been back to complete the installation.  She desires to have her system installation completed in a timely manner and a credit for the days she was without her complete service. Vivint’s records show that a technician was dispatched to Ms. [redacted]’s home on January 25, 2017 to complete the installation.  Vivint issued a credit in the amount of $150.00 to Ms. [redacted]’s account on January 22, 2017.  Vivint would like to 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.
I received the letter October 7,2017.
Sincerely,
[redacted]

March 12, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 25, 2014         To Whom It May Concern:I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. A Vivint representative has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. At this time, Vivint is willing to immediate cancel the account and waive all remaining balances. Ms. [redacted] is under 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

Complaint: [redacted]
I am rejecting this response because:In regards to ID#[redacted] I would like to respond:  When Sterling C[redacted] came to my house to register me, I told him that I was 71 years old and on a fixed budget.  I further explained that I did not want to sign a contract.  When I did sign my name he told me that I was signing in order to have service installed.     In their response they mention the cameras not working but my original call to them was to have my sliding glass door  secured since it was off-line.  I explained that I was leaving town and because of the  field behind my house where  unsavory characters walked I needed to have my back door secured before I left.  They responded by telling me that their techs would have to work overtime to service my system.  I had to rely on neighbors and relatives to check my house various times of the day and night until I returned.  When I tried to give my grown children the app so that they could check my house using their cell phones, I  found out that the cameras were out and have no idea how many months they had been out, however starting in December 2016 would make it four months  since I have had my entire house secured When I first called to complain about my sliding glass door, the young lady was totally disinterested in my problem.  I begged to have someone repair the sliding glass door but was ignored.  Who wants service providers who aren't interested in their clients' repair needs?  I state emphatically that I do not want to continue with Vivint and I do not want to be straddled with a bill for a contract that I was duped into if indeed I did sign something.  I am calling in the Council on Aging to see if they can provide assistance if Revdex.com can't. Sincerely,
Sincerely,
[redacted]

April 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]             Vivint Account #: [redacted]  Date of Agreement: May 16, 2012     ...

      Date of Addendum: March 15, 2017 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 manipulated into extending the term of his agreement over the phone with Vivint and that now he is unable to cancel his agreement. He further states that he has signed a contract with a different home security company. Mr. [redacted] desires cancellation of his agreement without penalty.At this time, Vivint agrees to cancel Mr. [redacted]’s Agreement without penalty, effective immediately.Vivint’s records show that on May 16, 2012 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 March 15, 2017.  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 thirty-six (36) 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 thirty-six 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 validity of this extension, Vivint agrees to the above resolution.  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

January 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 7, 2011                                                              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]

April 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 31, 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 had equipment complications since the installation of his system that have not been resolved. Mr. [redacted] desires a refund of all monies paid to Vivint and cancellation of his agreement without penalty. Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  A refund 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