Vivint Smart Home Security

Complaint: [redacted]
I am withholding any judgment until the day after the promised service call.   
Sincerely,
[redacted]

March 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 28. 2008           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]Chief Compliance Officer

August 27, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #: [redacted]        Date of Agreement:...

 May 21, 2013 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 had a break-in and believes that Vivint was at fault for the theft of his property.  He explains that Vivint has delayed resolving this issue with him.  Mr. [redacted] desires promised compensation from Vivint.  Vivint has recently sent Ms. [redacted] 2 checks to compensate for the losses incurred by the break-in and to refund four (4) monthly service fees paid after moving from the home.  Ms. [redacted] cashed these checks on August 21, 2016.Vivint’s records indicate that Mr. and Ms. [redacted] signed a Purchase and Services Agreement upon installation of their Vivint system, which states that Vivint does not warrant that the system will always prevent any burglary or other such event (Section 3) and that Vivint is not an insurer of property and has a limited liability when compensating for events such as this (Section 17).Vivint has compensated Mr. and Ms. [redacted] the maximum amount warranted under the Agreement, as well as the refund of valid monthly service fees.  Vivint apologizes 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: ###-###-#### attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 24, 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 1, 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 contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved with Ms. [redacted]. Her account is cancelled and she has no further obligation to Vivint.  An appointment is scheduled for removal of Vivint’s equipment from her home on May 27, 2017.  Vivint apologizes for any inconvenience or hardship Ms. [redacted] may have experienced during the sale and cancellation of her service with Vivint.  Ms. [redacted] may contact Vivint's representative directly with any further questions or concerns in this matter.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 27, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Maria J[redacted] Vivint Account #: [redacted] Date of Agreement: April 21, 2008        To Whom It May Concern:I have reviewed the...

information provided by Ms. J[redacted] and appreciate the opportunity to respond. In her complaint, Ms. J[redacted] alleges that she cancelled her Vivint security account. Ms. J[redacted] is requesting the refund of her final payment made to VivintVivint’s records indicate that a refund in the amount of $[redacted] is being sent back to the checking account on file, to refund the monies paid to Vivint by Ms. J[redacted] in August 2015.  Ms. J[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

October 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: August 30, 2016           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 will be resolved to Mr. [redacted]’s satisfaction upon completion of his 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

Complaint: [redacted]
I am rejecting this response because:the phone company say I have to have a court order to get the phone conversation between me and the vivint employee so I have to find a lawyer to get me a court order so we can get this issue resolved asap 
Sincerely,
[redacted]

March 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: July 13, 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. If she has any additional concern, she 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: ###-###-####, 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

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 10, 2011        Date of Addendum: March 6, 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 has completed the initial term of his Agreement with Vivint and has changed companies, but that he has been unable to cancel his Agreement. Mr. [redacted] desires cancellation of his Agreement without penalty.Vivint’s records show that on August 10, 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 March 6, 2015.  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. Although cancellation of the extended Agreement is not warranted at this time, Vivint would like to assist Mr. [redacted], and will cancel his Agreement without penalty and waive the past due balance on his account.  Mr. [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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]

Complaint: [redacted]
I am rejecting this response because: 1. Vivint failed to notify me that  was loosing service when they told me they had a record of the fact.  Even if I had checked the alarm it would have had no reassuring effect since the service seemed to come and go at any time.  2. The tech that fixed the panel found the cell and antenna were miscommunication...The alarm would go off and arm giving me a false sense of security.   3.  The panel indicated that miscommunication had been occurring for AT LEAST 6 months off and on.  Therefore, If cancellation  my contract is not possible then releasing me from my contract 6 months early would be acceptable compromise.  Thankfully nothing untoward occurred even though Vivint never asked me.  Had an injury or robbery occurred I think  Vivint would be compelled to be more understanding.[redacted]                                                               
Sincerely,
[redacted]

May 22, 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 8, 2008            Date of Addendum: December 19,...

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 sent in a notice of cancellation to Vivint, but Vivint continued to withdraw money from his account. He claims that he was unaware he agreed to renew the Agreement and is requesting a refund of $79.98, as well as immediate cancellation.At this time, Vivint is willing to waive the extension of the Agreement and cancel the account once a death certificate for Ms. [redacted] is provided.Vivint’s records show that on May 8, 2008, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months.  Unfortunately, Mr. [redacted] did not sign the agreement and is not listed on the account. Vivint cannot cancel the account without authorization from the contract signer or documentation that the contract signer is unavailable. In resolution to this matter, Vivint agrees to cancel the account once the required documentation has been provided. Mr. [redacted] may send this information to Legal Assistant Rebekah B[redacted] at rebekah.b[redacted]@vivint.com. 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 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 24, 2017          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her rebuttal, Ms. [redacted] states information critical to the functioning of her cameras was not disclosed to her at the time of initial sale. She requests cancellation of her Agreement with no penalty.Vivint maintains its position as previously stated. Vivint records indicate that on August 24, 2017 Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”) with Vivint. Section 12. Customer Duties of said Agreement states that some device features may require an internet connection. When Ms. [redacted] experiences power outages in her home the cameras lose connection to her wireless internet and sometimes may require a manual reset to reconnect to the internet in her home. Vivint remains able to provide the services which Ms. [redacted] contracted for them to provide.Due to this information cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her service prematurely her buyout amount would be $2749.45. In an effort to assist Ms. [redacted] Vivint is willing to reduce this buyout amount by 25% to $2062.08. If Ms. [redacted] would like to take advantage of this offer she may contact Vivint’s Customer Loyalty department at (800) 216-5232 ext. 5020. 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:
To whom it may concern, I have received messages from two people at vinint leaving contact information for me to return their calls and despite my efforts I still have not heard back from either of them.Abbey from the executive resolution team left two messages to return her call at855 898 8909 ext 30472. I have left three messages to call me back at [redacted] and have not got a response yet.And Matt B[redacted] at 801-222-5875 from the legal department. I have been unsuccessful in leaving Mr. B[redacted] a voicemail as the number he left me does not have a valid voicemail box set up. I tried texting him to have him return my call with no response.The damages to my home have still not been repaired.I am hopeful for a resolution.Respectfully,[redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:        This response is unacceptable. The Corporate office, Todd P[redacted], CEO was sent two letters mailed with return receipt and requesting a resolution from the Corporate Office. We were not contacted by anyone in the Corporate Office. The letters were in fact received and delivered. I have printed out the tracking information. Instead we were sent a revised billing statement on 2/1/17 referencing the billing period dated the day after our first complaint was made, from 1/25/17 to 2/24/17 with an adjustment of $25.00 credit to our account including another due date, that does not match the contract, unapproved and not discussed with us for the 19th of February. To us this signifies an omission of guilt to our complaint that is specific to the lack of customer support which is also referred to as the loyalty department. The complaint against the faulty product, which was not addressed, the inconsistent billing department and extremely poor customer support. The portal to access billing is inaccessible. When we tried to access our billing from Vivint’s website, there are errors that indicate the site is insecure and should not be accessed. After adding an acceptation for the insecurity the site states it cannot be accessed. The response Vivint has given to the Revdex.com did not address or satisfy any of our concerns. The misguided perception to our complaint just strengthens the point of incompetence. We are still asking for an immediate termination of our contract and no requirement to fulfill the remainder since Vivint has not supported their product, website or been able to bill us in a timely and correct manner. Sincerely,[redacted]

September 1, 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 30, 2014                                                   To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she has experience numerous technical issues. Ms. [redacted] further explains that she does not remember agreeing to a 60-month agreement with Vivint. Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to immediately cancel Ms. [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 30, 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 $69.99 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 information above, Mr. and Ms. [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: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 9, 2016           To Whom It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal Mr. [redacted] states that Ms. [redacted] did request outdoor cameras in the initial sales process. Mr. [redacted] desires two outdoor cameras to be installed free of charge. Vivint’s records indicate that Ms. [redacted] was not offered outdoor cameras nor were outdoor cameras discussed in the initial sales conversation. Vivint’s sales representative did clarify that Vivint was offering her indoor cameras. This recorded phone conversation is available for Mr. [redacted]’s review at his request with Vivint’s Customer Loyalty department. Vivint’s outdoor cameras cost $200 for the device and an additional $250 installation fee is required. Vivint has generously offered to install one outdoor camera for a nominal fee of $99 as a gesture of goodwill. Two free outdoor cameras and two waived installation fees are not warranted. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 24, 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 10, 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] explains that he was told that the term of his Agreement with vivint was 24 months not 42. As such, Mr. [redacted] requests that the term of his Agreement be changed to 24 months.Vivint’s records indicate that prior to the installation of any equipment Mr. [redacted] completed a recorded 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 August 10, 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 $75.99 plus any taxes 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. Due to this adjustment of the Agreement term is not warranted. If Mr. [redacted] has any questions or concerns he may contact Vivint’s Customer Care Department.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 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: July 26, 2016           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