Vivint Smart Home Security

July 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 9, 201           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. In [redacted]’ complaint he explains that she has had issues with some misrepresentations as well as canceling the account. [redacted] desires his account to be canceled.A representative from Vivint has recently contacted [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to [redacted]’ satisfaction. [redacted] ‘account will be canceled once Vivint is able to retrieve the equipment by sending a technician to [redacted]’ home. [redacted] may contact Vivint’s representative directly if he has any 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com:
The response made by the business in reference to complaint ID [redacted] is in reference to my contact to the business and request for the refund prior to contacting Revdex.com. The Business finally accepted my cancellation put in in october as indicated by business, but IDo find this resolution Satisfactory. 
Sincerely,
[redacted]

July 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: April C[redacted] Vivint Account #: [redacted] Date of Agreement: January 31, 2013           To Whom It May Concern:I have...

reviewed the information provided by Ms. C[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. C[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. C[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, Nathan *. W[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: July 26, 2010                                                                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 her account is in collections because Vivint never received her notice of cancellation letter. Ms. [redacted] requests that her account be removed from collections.   In an effort to resolve Ms. [redacted]’s concerns, Vivint has agreed to remove her account from collections.   On July 26, 2010, Ms. [redacted] signed the Alarm System Purchase and Services Agreement. Upon signing this agreement, Ms. [redacted] agreed to section 2.4:      The original term of this agreement starts on the day this agreement is signed and continues for forty-two (42) months, and will automatically continue from from month to month thereafter unless cancelled by either of us in writing no later than thirty (30) days before the end of the original term or any renewal term.   Vivint’s records indicate that Ms. [redacted] has not submitted the required written notice of cancellation. Despite this, Vivint has agreed to remove her account from collections. 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, [redacted], Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

April 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 24, 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 Vivint has incorrectly invoiced her since the system was installed, and Vivint has been unable to resolve it in a timely matter. Ms. [redacted] desires the cancellation of the account 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 November 24, 2015.  During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of forty-eight (48) months. He also represented that he would pay a monthly monitoring fee of $49.99 plus any applicable taxes each month during that term. He also agreed to have his first month’s payment be invoiced upon installation of the system. 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.     According to Vivint’s records, Ms. [redacted] notified Vivint she believed she was incorrectly charged for her first month’s payment stating on November 30, 2015. Although the Pre-Installation survey confirms Mr. [redacted] agreed to have his monthly monitoring fee due upon installation, Vivint agreed to credit the account 1 month worth of her service fee.  Vivint’s billing system showed that Ms. [redacted] was being charged the incorrect amount of taxes. Once the error was found Vivint invoiced the account accordingly for the remaining tax amount due as allotted in the Agreement (Section 2.2). Vivint has included a copy of the Agreement they have on file for Ms. [redacted]’s account. Once the taxes were corrected, Vivint’s records Ms. [redacted] will be invoiced her normal service fee. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. Vivint has agreed to cover the cost of the remaining tax amount due, and apply an additional credit of a month’s service fee. Vivint believes this matter has been resolved and Ms. [redacted] has not expressed any other concerns with her system. Accordingly, cancellation of the Agreement 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: ###-###-####, 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,
Tammy S[redacted] I received a call from Vivint on 8-20-15 they said they had review'd the recordings of when I was signing up for the alarm system and could here the sale man say it was for a 30 day review.So they will be refunding my money and cancelling the contract when they come pick up the equipment on Thursday the 27th. 2015.I Sincerely thank you for stepping in and helping with this problem, I had asked them to review the recordings over a week ago and they had said they still would not cancel my contract.I feel because of your  involvement and the proof available they were forced to make things right. It was very frustrating as a honest person to basically be told the truth did not matter.My hope is for future customers be treated with honesty and fairness.Thank you again, this matter being settled was not possible with out you. My Warmest regards,Tammy S[redacted]

Complaint: [redacted]
I am rejecting this response because: THIS COMPANY IS SENDING THE SAME RESPONSE EACH TIME! I REPEAT I REJECT THIS OFFER! IF THIS IS NOT CANCELED I WILL LET PEOPLE KNOW HOW AWFUL THIS COMPANY IS! THERE IS YELP AND SOCIAL MEDIA! HOW HORRIBLE THAT THEY WON'T ACCEPT RESPONSIBILITY FOR HORRIBLE EQUIPMENT!!!
Sincerely,
[redacted]

January 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 23, 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. 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]

June 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Susan [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 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 Vivint was unable to provide both security and internet services to her home. As a result Ms. [redacted] canceled her account with Vivint. Ms. [redacted] further alleges that the Vivint field service professional refused to re-install Ms. [redacted]’s previous alarm system. Ms. [redacted] is now requesting Vivint cover the installation fee of her previous alarm system.Vivint’s records indicate that Ms. [redacted] has a Vivint security system installed on June 1, 2015. Ms. [redacted]’s account was cancelled with Vivint on June 8, 2015. A Vivint field service professional removed Vivint’s equipment from Ms. [redacted]’s home on June 10, 2015. Vivint field service professionals are not licensed to install any other company’s security system, and as such Vivint was unable to re-install Ms. [redacted]’s previous system. A representative of Vivint has recently contacted Mr. Jamie [redacted] in an effort to resolve their concerns. Although Vivint is not responsible for installation fees of other security companies, Vivint has agreed to cover half Ms. [redacted]’s reinstallation fee. Vivint has credited Ms. [redacted] account in the amount of $[redacted], and refunded this back to the bank account on file.    If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [redacted]

July 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 12, 2017          To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Mr. [redacted] desires a refund of all movies paid to Vivint, removal of Vivint equipment from his home, and cancellation of the agreement without penalty. Vivint provides a Right of Rescission period immediately following installation of the equipment, during which time Mr. [redacted] contacted Vivint’s Customer Care to address any concerns from the Pre-Installation Survey and cancel services.   After further review, Vivint records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint. Vivint’s records further indicate that a refund in the amount of $1,109.35 is being sent to Mr. [redacted] in the form of a check, to refund the monies paid to Vivint by Mr. [redacted].  If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 24, 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 Vivint technician, Austin C[redacted], did not install all of her Vivint equipment and left her home was left a mess. Ms. [redacted] further states that she has experienced several missed appointments by Vivint technicians. Ms. [redacted] desires for the trash to be removed from her home and for all holes and wires in her garage to be covered.A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve her concerns. Vivint’s records indicate that on November 24, 2017 Vivint technician, Austin C[redacted], was dispatched to Ms. [redacted]’s home to install a Vivint security system. Austin C[redacted] noted that Ms. [redacted] did not have internet installed in her home at the time of installation so he was unable to properly install a Vivint Space Monkey and unable to properly connect the Vivint Nest Thermostat. Austin C[redacted] further noted that there was not a trashcan available in Ms. [redacted]’s home and that he offered to return to clean up the mess, repair the holes in the wall, and properly install a Vivint Nest thermostat and Space monkey. Vivint’s records indicate that Austin C[redacted] attempted to contact Ms. [redacted] at (407) 375-7168 on November 27, 2017 to schedule a time where he could return to clean up the mess, repair the holes in the wall, and properly install a Vivint Nest thermostat and Space monkey.Vivint’s records further indicate that a Vivint technician was dispatched to Ms. [redacted]’s home on November 29, 2017. During that appointment the Vivint technician, repaired and covered exposed holes and wires, installed a Vivint Nest Thermostat and router, and removed all debris all at Ms. [redacted]’s home.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 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] and [redacted] Date of Agreement: August 27, 2011 and January 11, 2014          ...

To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] states that she was misled by Vivint regarding contract terms of the end of her Agreement. Ms. [redacted] desires cancellation of both of her Agreements without penalty.  A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve these concerns.  At this time, Vivint is willing to cancel Ms. [redacted]’s account located in Texas forgiving the final two months. Ms. [redacted] declined this offer.   Vivint’s records show that on August 27, 2011, Ms. [redacted] and Mr. [redacted] signed a Purchase and Services Agreement with Vivint for their home located in Canada, with an initial term of forty-two (42) months. Vivint’s records indicate Mr. [redacted] renewed his Agreement on June 4, 2013. By extending the Agreement, Ms. [redacted]’ agreement would not be eligible for cancellation until December 2016. Vivint has included a copy of the renewal Agreement in this response for review. When Ms. [redacted] called Vivint to request cancellation of her account on June 29, 2016, the end date of the Agreement was entered incorrectly into Vivint’s database. This resulted in Ms. [redacted] being quoted an end date of 2019. After review of the account, Vivint was able to determine the correct end date of the Agreement was December 2016, but given the confusion offered to close the account on September 24, 2016. Ms. [redacted] accepted this offer. Vivint’s records further indicate that [redacted] signed a Purchase and Services Agreement on January 11, 2014 with Vivint for their home located in Virginia, with an initial term of sixty (60) months. This account is not eligible for cancellation until 2019.  Despite the above information, in resolution to this matter, Vivint has offered to close the account located in Texas without penalty. Ms. [redacted] declined this offer. Should Ms. [redacted] wish to cancel her agreement in Virginia prematurely, her payoff amount would be $2,073.66; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $933.14.  If Ms. [redacted] wishes to take advantage of either of these offers, I would advise her to 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]Chief Compliance Officer

November 13, 2017Revdex.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, 2009            Date of Addendum: August...

21, 2017 To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. After further review, Vivint’s records show that Ms. [redacted]’s agreement with Vivint was cancelled on October 26, 2017.Vivint’s records show that on August 24, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on August 21, 2017.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension in exchange for a Vivint Sky Control Panel free of charge to which Ms. [redacted]. 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 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.  An appointment was scheduled for a Vivint technician to upgrade and install a Vivint Sky Control Panel on August 26, 2017; however due to the weather, this appointment was cancelled. Vivint did not hear from Ms. [redacted] again until October 23, 2017. Vivint’s records indicate that a refund in the amount of $146.10 is being sent back to the credit card on file, to refund the monies paid to Vivint by Ms. [redacted] after August 21, 2017.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 is a terrible home security company. They have young kids go through neighborhoods selling this home security system that sounds too good to be true and it's not. It's awful. The young techs connect the system and make sure it's working before they leave and one by one the cameras go offline. They do not inform customers that the WiFi strength in the homes have to be at a certain level in order for the system to work properly. When you contact customer service to alert them that the system is failing the wait on the phone is a half hour minimum. That lets you know you're not the only Vivint customer calling in with issues. DO NOT BUY VIVINT HOME SECURITY. It's a waste of time and money. [redacted] Security is 10 times better for half the cost.
Sincerely,
[redacted]

May 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: July 16, 2011 ...

      Date of Addendum: January 7, 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 is not satisfied with his system and service.  He further states that his wife, who is not on the account, was tricked into extending the term of his Agreement over the phone with Vivint, and that now he is unable to cancel the Agreement. 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 July 16, 2011, both Mr. and Ms. [redacted] signed a Purchase and Services 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 16, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on January 7, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her Agreement in exchange for a reduced monthly rate.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  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 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. Despite the validity of this extension, Vivint agrees to the above resolution.  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

August 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Olivia P[redacted] Vivint Account #: [redacted] Date of Agreement: June 6, 2015           To Whom It May Concern:I...

have reviewed the information provided by Ms. P[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. P[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. P[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, Nathan *. W[redacted]

February 2, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 15, 2017           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 contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is currently being resolved to Ms. [redacted]’s satisfaction. If she has any further questions or concerns, 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Robert C[redacted] Vivint Account #: [redacted] Date of Agreement: August 15, 2013          To Whom It May Concern:I have reviewed the...

information provided by Mr. C[redacted]e and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. C[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mr. C[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, Nathan *. Wilcox

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.
Sorry for not respond to this in a timely manner. I did get it resolved and is taken care of.Thank you for your help.
Sincerely,
[redacted]

October 9, 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: September 5, 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 equipment. Following this appointment, Mr. [redacted] 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