Vivint Smart Home Security

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: September 13, 2016           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter is being 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

December 9, 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: May 31, 2012             Date of Addendum: December 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] explains that his account is under a verbal extension; however, he believes that he is being charged incorrectly. Mr. [redacted] requests cancellation of his account.   Vivint has agreed to cancel Mr. [redacted]’s account. If Mr. [redacted] does not want the equipment, he is welcome to ship the equipment to: Vivint Smart Home, 4931 N 300 W, Provo, UT 84604, and ATTN: Legal.   Vivint spoke with Mr. [redacted] regarding his alarm service on December 7, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of her 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 information mentioned, 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

August 4, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 6, 2016           To Whom It May Concern:I have reviewed...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter 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

December 23, 2015 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 6, 2008                                                             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 did not sign an agreement extension. Mr. [redacted] requests that his account be cancelled. Vivint’s records indicate that on January 14, 2013, Mr. [redacted] spoke to a representative over the phone about upgrading his system. Mr. [redacted] did agree to a 42-month extension on this phone call. Cancellation without penalty is not warranted. However, Vivint has agreed to cancel Mr. [redacted]’s account. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. If Mr. [redacted] has any questions, he may contact [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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:First I would like to say I have given this company my business for over 10 years and as agreed paid monthly,  never once missing one payment during my initial contract over 10 years ago.  I had no problems with the company as APEX during this time because they were legally charging me for a system that was installed and my property was being monitored as agreed in our 1st contract.  However, I will not accept this company taking money out of my account for a system that they clearly acknowledge was never installed and my home was not being monitored at this time they were taking money from my account and I consider this stealing, especially after knowing they didn't install the system.  I am the customer before you take money out of a customer's account you need to make sure your providing services to their property, which they acknowledge they were not doing during this time.  Moreover, I will not accept $255.00 from this company when they were paid almost $1,000.00 up to todays date, out of my account knowing they never installed or provided security services to my one of my properties. I would like at least  75% of my money refunded, otherwise I consider this stealing.  I will not accept anything less.  I have provided this company with enough business in two different homes for me to have to deal with this nonsense.  I am a business owner and I can not charge a client for services I did not provide, if I do I am stealing.   
Sincerely,
[redacted]

August 8, 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 28, 2016           To Whom It May Concern: I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted] complaint she explains that she was unhappy with the system that was installed. Ms. [redacted] desires her account to be canceled and her $165 refunded back to her.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. Ms. [redacted]’s account has been canceled and a refund has been issued for the full $165.00. Ms. [redacted] may contact Vivint’s representative directly if she 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

April 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: October 12, 2013           To Whom It May Concern:In her complaint, Ms. [redacted] states she has not received the refund promised to her. Ms. [redacted] desires a refund of $311.00.  A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Ms. [redacted] was offered a refund of $311.00; a refund of 50% of her early cancellation fee. Ms. [redacted] accepted this offer. This amount was submitted as a refund on April 6, 2016. Because of various banks policies, a refund can take up to 7 to 10 business to reflect on an account.If Ms. [redacted] is does not see this reflected on her bank account by April 22, 2016, 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]

May 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: September 19, 2015           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint has taken the necessary action in obtaining an alarm permit for Ms. [redacted]’s alarm system. Ms. [redacted] will be informed once the process has been completed. 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.
Vivint has agreed to cancel my contract with no fees.  Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:Rebuttal Letter attach.
Sincerely,
[redacted]

August 8, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]     Vivint Account #: [redacted] Date of Agreement: July 12, 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 her alarm system has not operated correctly since it was installed. Ms. [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penalty, a refund of all monies paid to Vivint and the holes in her wall repaired by Vivint. Vivint agrees to cancel Ms. [redacted]’s Agreement without penalty, refund her all monies paid to Vivint and repair any holes in her wall that resulted from the installation of her alarm system provided Vivint can remove the alarm system from her home. Vivint suggests that a customer have internet service in order to utilize the system appropriately. It is important to mention section twelve (12) “Customer Duties” of the Agreement. “Some device features may require an internet connection and/or smart phone technology and any charges for the same will be your sole expense and responsibility.”Since Ms. [redacted] did not facilitate the internet connection to her alarm system the cameras and other alarm functions may not operate correctly or with a delay. Nevertheless, Vivint agrees to the above resolution. I would advise Ms. [redacted] to reach out to the representative who has contacted her regarding 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]Chief Compliance Officer

April 4, 2018       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: March 23, 2018                                                               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 his negative experience with the system and service. Mr. [redacted] requests that Vivint either cancel his account or fix the issues.   A representative from Vivint has recently attempted to contact Mr. [redacted] via phone and email in an effort to resolve his concerns. In an effort to resolve Mr. [redacted]’s concerns, Vivint has lowered Mr. [redacted]’s monthly payment and has offered to send a technician to his home at no cost. Vivint advises Mr. [redacted] to contact the representative who has attempted to contact him via phone and email so that an appointment may be scheduled.   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 10, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: June 14, 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 his System Purchase and Services Agreement (“Agreement”) cancelled but Vivint continued to charge his bank account for five months. Mr. [redacted] desires a refund for five months of service and his financial information removed from Vivint’s internal systems. Vivint’s records indicate that Mr. [redacted] sent an email into Vivint’s Legal department on September 27, 2016. After review of Mr. [redacted]’s email, Vivint agreed to cancel his Agreement and sent a refund of $173.97 on September 29, 2016. Vivint did not charge Mr. [redacted] in October and Mr. [redacted]’s Agreement was not taken over until June 27, 2016. As such, Mr. [redacted] is eligible for only a three month refund. Mr. [redacted] verbally agreed to have his Agreement taken over by the new homeowners on June 6, 2016 but Vivint also requires a written notice of cancellation in order for a cancellation or takeover to be completed. Vivint did not receive such documentation until September 20, 2016. Nevertheless, Vivint agreed to the above resolution and has removed Mr. [redacted]’s banking information from Vivint’s internal systems. 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 16, 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 28, 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] 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: the fact of the matter is that the technician failed to install the system properly, and this is no allegation but the sincere truth! The system thermostat was seperated from the wall by nearly 1/2 an inch at install. The tech told me to, "just take it off and put the screws in tighter." His lack of knowledge with the wiring of both furnaces and air conditioners to a thermostat was obvious with I had to have the thermostat removed and replaced with the factory thermostate in-order-for the Air Conditioner to work. In the response from Vivint, it says that I had to call and request new sensors, this is very true and accurate. The reason for the new sensors is due to the poor install. The technician used a spade bit that was terribly dull, so dull in fact that as he was gouching into my door it was smoking. His battery was not charged so we had to drill and then wait. So yes, I did indeed have to get new sensors and Vivint did ship them to me...at my expense. Furthermore, I advised the tech that the panel was not to be installed low to the floor and where did he install it? Less than 30 inches from the floor. I guess you could say that the system is working because both times my children his the emergency alarm button it went off. The salesman is what I would characterize as predatory! According to him, with the military bank, USAA, I would receive a big enough discount on Homeowners Insurance to "make the system free." Truth of the matter is, there discount for having the system is so low that 12 months of combined savings wouldn't cover ONE month of Vivint's bill. I did accept the 2 months at no charge after NUMEROUS calls and the dispatch of a technician. I will yet again waste more of my time in the sake of Vivint. The ONLY reason I was offered the tech and free service was because I complained that it wasn't working and a tech couldn't come out for over 2 weeks. I have spoken with the Kansas State's Attorney and was provided this information. (March 15, 2013) – A Utah home security alarm company has agreed to pay restitution, fines and investigative costs after being accused of violating Kansas consumer protection laws, Kansas Attorney General Derek Schmidt said. Vivint, Inc., has issued refunds to 19 Kansas consumers and paid $55,000 in civil penalties and reimbursement of the state’s investigative costs. In addition, the company has agreed to abide by the Kansas Consumer Protection Act in future transactions. The settlement of this case was filed as a consent judgment in Shawnee County District Court. The case against the company resulted from an investigation by the Attorney General’s Consumer Protection Division. “Kansas law regulates the conduct of door-to-door sales to ensure that Kansans who are solicited at their homes are not rushed or pressured into making a purchase,” Schmidt said. “We take seriously our responsibility to enforce the law.” The company was accused of using a variety of deceptive practices while going door-to-door offering to install new home security systems or replace existing systems. The Attorney General’s Office said the salesmen failed to advise the consumers of their rights under the Kansas Consumer Protection Act and did not disclose all costs associated with switching alarm system providers.(http://ag.ks.gov/media-center/news-releases/2013/03/15/home-security-...⇄ technology is pretty nifty, but is still faulty. My main concern is the customer service and the lack there-of. The door-to-door salesman got me, he was able to talk me into getting the system against my better judgement. The system was installed before a deployment to offer my wife peace of mind; however all it was brought her was a headache. I do appreciate your generosity in offering me "contract buy-out" at 50% off, however I must respectfully decline. My question to you is what has the last 13 months of billing gone to? It's a darn good thing that the installation is FREE because no one of sound state and mind would pay for it! In conclusion, if you look at the article from the Kansas State Attorney, my system was installed after that. I was a victim of the Vivint deceptive door-to-door sales ploy. If we are not able to resolve this situation through the Revdex.com, I will be forced to file this with the Kansas State Attorney for further action. I will conclude with a funny story, you salesman told me that since I am military I can cancel whenever. Then a 2nd sales guy came to my door, (within last 30 days) and looked at my system. Agreed that it was horrible install. He showed me his fancy Vivint ring and boasted on the fact that his team has sold and installed the most systems for 4 consecutive years. He told me if I wanted to get rid of the system to make fake deployment orders. A Vivint EMPLOYEE advised me to forge Federal Government documents. I want out of this system very badly, however if there are some traits that my father instilled within me and the military has reinforced; Honesty, Honor, Respect, and DISCIPLINE. Those traits keep me from falsifying documents to get out of my contract. I'll pay what must be paid before I go against the United States Army. I would love the opportunity to speak with Mr. [redacted] sometime and let him know how disappointed I am in the Customer Service of Vivint. When you lose 1 customer, you lose 10.
Sincerely,
[redacted]

March 20, 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: December 2, 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] explains that she believes her grandson signed the contract. As such, Ms. [redacted] requests cancellation of her account.  Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] signed a System Monitoring and Services Agreement (“Agreement”).  Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home. The purpose of the Agreement 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] signed the Agreement on December 2, 2015.  Upon signing the Agreement, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $49.99 each month during that term. 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 is willing to investigate the possibility of forgery, on account that Ms. [redacted] sends Vivint a notarized signature, or copy of her driver’s license. Ms. [redacted] may send the signature to [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 OfficerTell us why here...

October 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 10, 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 experienced a break-in at his premises days after purchasing his alarm system which was not detected by his alarm system. Mr. [redacted] requests reimbursement for damages resulting from this break-in. A representative from Vivint has attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint records indicate that on March 10, 2017 Mr. [redacted] entered into a System Purchase and Services Agreement (“Agreement”) with Vivint. Mr. [redacted] states that the break in at his home occurred days after the installation, however records indicate that no attempt was made to inform Vivint of said break-in or issues with the system until June 25, 2017. The Agreement which Mr. [redacted] signed states that Vivint does not warranty that the system will always detect, or help prevent, any burglary… or such event (Section 5) and that Vivint is not an insurer of Mr. [redacted] or his premises should any injury or damage occur (Section 17). Vivint recommends that Mr. [redacted] contact his home insurance provider regarding any damage which may have occurred as a result of a break-in at his home.However, despite this information Vivint is willing to cancel Mr. [redacted]’s account with no penalty should he desire, provided he return the equipment which was installed in his home. Should Mr. [redacted] wish to pursue this option he is directed to contact the representative who has attempted to reach him regarding his complaint.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:The $570 was honored but I will not be satisfied until I receive a letter stating myaccount is cancelled and paid in full. They said I will receive the letter within 5 business days. Until then, this is not resolved. 
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]

Revdex.com:
[redacted] <[redacted]>Nov 18 (2 days ago)to me This issue has not been resolved but am working with Vivint to resolve it. I will let you know when it has been completed. Thank you,[redacted] Sent from my iPhone
Sincerely,
[redacted]

September 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 11, 2015           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] 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]