Vivint Smart Home Security

Revdex.com:
I appreciate the refund but I would be happier if Vivint would stop debiting my husbands account, since our contract ended in February 2017.  
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

July 24, 2017  Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 14, 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] states that she has relocated to a new location and has been unable to move or cancel her Vivint service Ms. [redacted] further explains that though her husband signed a twenty-four (24) month agreement she was told there were thirty (30) months remaining in the initial term. Ms. [redacted] requests that the Agreement be cancelled or reduced to 24 months.Vivint Agrees to cancel Ms. [redacted]’s service once the equipment which was installed in her home has been returned to Vivint.Vivint’s records indicate that prior to the installation of any equipment, Mr. Ryan [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 August 14, 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 $65.99 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 this information, Vivint agrees to the above resolution. Ms. [redacted]’s account will be cancelled once the Vivint equipment has been returned. Ms. [redacted] may contact a Vivint representative by phone at (801)222.5875 or email at mabi[redacted]@vivint.com to arrange for the retrieval of the equipment.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]

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 the refund is issued. The cancellation has since been put in place but a refund was not yet issued.I want to reiterate that my contract had no provision that required any termination/notification period for cancellations.
Sincerely,
[redacted]

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

November 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 2017           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently 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. Vivint recommends that Ms. [redacted] contact her homeowner’s insurance provider regarding any costs which may be associated with a break-in or any such activity at her premises.  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]

August 16, 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 7, 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 has experienced and issue with the system and the service. Ms. [redacted] desired resolution is cancelation of the contract. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment from her home. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her directly.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 18, 2016 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: 7/30/2016         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] states that she decided to cancel her system within her trial period, but Vivint did not have any appointment that worked with her schedule to remove the system. Ms. [redacted] desires a refund of all payments made to Vivint, and an additional credit of $248.00 for the time she had to take off of work.  Although Vivint attempts to provide customers with appointments that are convenient, some areas are unable to provide weekend or late hour appointments. The field service professionals in Ms. [redacted]’s area that have the approval to remove a system were only available during weekdays until 6:00 PM. Records indicate a field service professional was dispatched to Ms. [redacted]’s home and was able to remove all of Vivint’s equipment on August 11, 2016. Compensation for time off of work is not warranted. Vivint’s records indicate that a refund in the amount of $223.99 is being sent back to the checking account on file, to refund the monies paid to Vivint by Ms. [redacted]. This refund was submitted on August 10, 2016 and may take up to 14 days to be reflected on the bank account. 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]Chief Compliance Officer

September 28, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, 2015           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that a Vivint technician was able to resolve the issues with Ms. [redacted]’s thermostat on September 19, 2015. If Ms. [redacted] is still experiencing issues with her thermostat I would advise her to call into Vivint so we can resolve the issue.  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 B. W[redacted]

September 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account # 1: [redacted] Vivint Account #2: [redacted] Date of Agreement #1: June 7, 2012 Date of Agreement #2: June 4, 2012...

Date of Verbal Extension #2: June 9, 2015           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 a Vivint Representative extended her Agreement on her home account under the condition that her rental property account would be cancelled. Ms. [redacted] is requesting for Vivint cancel both accounts without penalty.Vivint’s records show that on June 4, 2012, Ms. [redacted] signed a Purchase and Services Agreement (“Agreement”) with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the Agreement would have lapsed on January 3, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on June 9, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement if Vivint would cancel her second account at the rental property. Ms. [redacted] was instructed to send in a written notice of cancellation to cancel the rental property account. Vivint offered a sixty (60) month extension with a six (6) month credit towards her home account, to which Ms. [redacted] agreed to extend the term of her Agreement. Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement sixty months from today.  No other provisions of your Agreement have been changed and this amendment constitutes the new Agreement between you and Vivint. Vivint’s records show that a notice of cancellation was not received for the rental property account until September 6, 2016. Despite the above information, Vivint will cancel both of Ms. [redacted]’s accounts without penalty. 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,
[redacted]

October 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 23, 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] alleges that he completed a takeover of his account, but Vivint has kept the account active under his name. Mr. [redacted] further alleges that Vivint did not contact him to inform him the takeover did not go through. Mr. [redacted] desires the account to be cancelled without penalty, and the past due balance to be waived.   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 May, 23, 2013.  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 $[redacted] 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.      Mr. [redacted] notified Vivint of his move and his request to have his new tenant to takeover his Vivint account in November 2014.  On May 21, 2015, [redacted] (Mr. [redacted]’ new tenant), called in to get information about the takeover. During this call, [redacted] decided that she did not want to takeover Mr. [redacted]’ account. The takeover option is a courtesy Vivint supplies to its customers, but it is Mr. [redacted]’ responsibility to insure his account takeover is fully complete. Vivint cannot force a third party to takeover an agreement they did not enter into with Vivint. Mr. [redacted] is responsible for the initial term of the agreement; Cancellation without penalty is not warranted at his time. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on her account – currently $[redacted]; however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of this offer, I would advise him 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]

June 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted]Date of Agreement: April 23, 2014 To Whom It May Concern:I have reviewed the information provided by Ms. [redacted]...

[redacted] and appreciate the opportunity to respond. In May 2015, Ms. [redacted] moved from the home where Vivint originally installed her system. She explains that she contacted Vivint to move her system to her new home the following year, in May 2016, but that Vivint wanted to charge her for a new panel, plus a moving fee. She requests that Vivint provide the new control panel for free without extending the term of her System Purchase and Services Agreement (“Agreement”), or allow her to cancel her Agreement altogether.I apologize for any inconvenience Ms. [redacted] may have experienced in moving her system. Based upon her representation that she was not told to retrieve her security panel from the original installation, Vivint will waive the cost of the new control panel. Vivint will contact Ms. [redacted] directly to finalize the details of her move and schedule the installation.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]

January 4, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 28, 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]’ 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]

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]

February 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]       Date of Agreement: July 25, 2017...

          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved. Vivint has offered a free move of the system to Ms. [redacted]’s new home, credit to cover two (2) months of service while she waits for installation in the new home, and a reduced monthly services fee for as long as she has service with Vivint.  Ms. [redacted] may contact Vivint’s representative directly with 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: (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]

November 3, 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 3, 2010           To Whom It May Concern:I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction.  Mr. [redacted]’s account has been cancelled, and he has no further obligation to Vivint.  Mr. [redacted] may contact the representative who has reached out to him if he has any 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 3, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 31, 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 matter has been resolved to Mr. [redacted]’s satisfaction. 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

Complaint: [redacted]
I am rejecting this response because Vivint has not yet addressed their duty to provide continuous security service via the doorbell camera.  Any lapse in a security service results in a vulnerability that my family cannot afford.  Vivint has clearly shown that they do not have the operational capacity to keep this continuously working - which is both false advertising on the part of the Vivnt sales representative as well as a breach of contract on Vivint's behalf.In my particular situation, I have an elderly mother-in-law with deteriorating Alzheimer's Disease.  She continues to open the door to anyone who knocks and the crime level in our city is at a concerning level.  I signed up for Vivint's services due to the doorbell and doorbell camera that helps me monitor who is entering and leaving my house.  Due to their inability to fulfill their end of the contract, I am requesting cancellation of my account without penalty.  I will need this resolved as soon as possible so that I may work with another service that can indeed assist my family given our vulnerability.Further, Vivint continues to penalize me by pushing out the visit of a technician.  I received a phone call from a Vivint representative that I now have an appointment scheduled for February 16th, 2016 - and therefore have to wait longer to have this potentially resolved.Cancellation without penalty is warranted at this time. 
Sincerely,
[redacted]