Vivint Smart Home Security

March 13, 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: January 12, 2018                                                               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 the check has been delivered. Vivint apologizes for any inconvenience or undue delay this may have caused.   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

May 1, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: June 13, 2009           To Whom It May...

Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he experienced issues with Vivint field service technician’s service at his house. As such, Mr. [redacted] requests six (6) months of credit on his account.A representative from Vivint has recently attempted to contact Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Vivint has given Mr. [redacted] six (6) months of credit on his account. Mr. [redacted] may contact the Vivint representative who reached out to him 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Tony M[redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 2015                   ...

     To Whom It May Concern: I have reviewed the information provided by Mr. M[redacted] and appreciate the opportunity to respond. In his complaint, Mr. M[redacted] alleges to having complications with the installation of his security system that have not been resolved.  Mr. M[redacted] desires credit for the time he has not had service, repair of all his installed equipment, an additional primary panel for his bedroom, and installation of his outdoor camera. Vivint’s records show that a Vivint Field Service Professional was dispatched to Mr. M[redacted]’s home on June 18, 2015, to install the outdoor camera and address any issues with the other installed equipment. Although Vivint is not able to install a second primary panel, Mr. M[redacted] has been offered the secondary panel that is available and compatible with his system.  Vivint has applied two (2) months credit to Mr. M[redacted]’s billing account, and has agreed to extend his Right of Rescission period to three (3) business days following the complete installation of his system.  A representative from Vivint has attempted to contact Mr. or Ms. M[redacted] to ensure that they are satisfied with their system at this time.In addition, a representative from Vivint’s Home Damage department has recently addressed the landline issue with Ms. M[redacted].  If she has any further concerns or questions regarding this, she may contact the Home Damage department by calling [redacted], or by emailing [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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]Do to I have sent vivint back all there equipment and I didn't agree to anything stating 42 months special in a survey who does that then they say they agree to seen someone out but they didn't tell you it will be two(2) weeks before someone come out the tech person sent a email stating they can come out December 12, 2017 so you want me to keep jump up in the middle of the nights because there issues with your equipment with false alarms and if it was someone try to break in my home I wouldn't know if it was real or a false because it goes off when ever it want to it just wasn't at night it also goes off in the middle of the day twice I had to leave my job to check just because its going of as if someone broken in I LOST MY JOB BECAUSE I HAD TO LEAVE GO TO CHECK TO SEE IF SOMEONE BROKEN IN MY HOUSE AND IT WAS A FALSE ALARM so yes I cancel do to this issues and I don't have A JOB to PAY know buy out price WHICH you have your EQUIPMENT back so only agreement we will agree on is $500.00 dollar you cause me and my kids pain and suffering from this issues and now they are scare because of this issues with the alarm keep going of in the middle of the night so bit the bullet we shouldn't have to pay for something we longer has and it's not monorting anything anymore so I did not agree to 25% off the bill I only will pay $500.00 and you can write the rest off due to it's you equipment being know good I should read the review if you notice you has a lot of bad review concern your equipment and sale person false contract agreements THANK YOU KNOW THANKS

March 8, 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 5, 2012           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] claims that he was told his account was cancelled in May of 2016. He later noticed that Vivint was continuing to take payments and the account was not cancelled. Mr. [redacted] is requesting a refund of the months billed following his call.A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns.  At this time, Vivint is willing to cancel the current account and provide a refund in the amount of $250.00.According to Vivint’s records, Mr. [redacted] is eligible for cancellation. However, Mr. [redacted] has not submitted a Notice of Cancellation as outlined in his Agreement. In order to consider a cancellation request, it is Vivint’s policy that a Notice of Cancellation must be submitted at least thirty (30) days prior to the date of cancellation (Section 2.4). Despite the above information, in resolution to this matter, Vivint will accept Mr. [redacted]’s complaint as a formal notice of cancellation and cancel the account. Mr. [redacted] has no further obligation to Vivint and the payments have been stopped.  He may contact Vivint’s representative if he has 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

February 1, 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 20, 2016          To Whom It May Concern:I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In his response, Mr. [redacted] states that he will try and get the phone recording for Vivint’s review. Once Mr. [redacted] has the recording he can provide it to the Vivint representative who reached out to him. If Mr. [redacted] has any questions or concerns he may contact the Vivint representative to contacted him.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 20, 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: May 30, 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. An appointment has been scheduled for the removal of the equipment after which her account will be cancelled without penalty. Additionally, a refund has been issued and will arrive in the form of a check within 7-10 business days.   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 21, 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 8, 2014          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 by the sales representative that he could cancel his agreement with Vivint at any time. Mr. [redacted] requests that his account with Vivint be canceledA representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve these concerns. Vivint does not have record of any promises made by the sales representative that is not on the contract. Therefore the normal cancelation options apply. However, in an effort to assist Mr. [redacted] Vivint can offer a 50% discount on Mr. [redacted]’ cancelation fees. If Mr. [redacted] would like to move forward with this resolution of if he has any questions he can contact the representative who reached out to him 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

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: June 22, 2013           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that her home flooded and due to that she has not been able to use the system for seven (7) months. As such, Ms. [redacted] requests that her account be cancelled and a refund of seven (7) months payment. A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] entered into an agreement with Vivint on June 22, 2013. Ms. [redacted] agreed to an original agreement term of forty-two (42) months and to pay Vivint a monthly fee of $49.99 plus any taxes each month of that term. Ms. [redacted]’s original agreement term is over and as per the agreement it has automatically renewed on a month to month basis. Ms. [redacted] further agrees to the sections of the agreement that state that Vivint is not responsible for acts of God. Therefore a refund of seven (7) monthly payments is not warranted.Howevr, despite the facts above and in an effort to assist Ms. [redacted]; Vivint has issued a refund of $250.00 to go back to Ms. [redacted]’s checking account. Vivint has also cancelled Ms. [redacted]’s account as of February 24, 2017. If Ms. [redacted] has any questions or concerns she may contact the Vivint representative who reached out to her.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

Hello,If nothing is resolved thru Revdex.com then we would like to take our issue further. But we are really hoping that Vivint does comply and just cancel our contract and gets resolved though Revdex.com. But we have not filed anything as of yet. Thank you,Maira

September 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2012           To Whom It May Concern:I have reviewed...

the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint is currently pending a response from Mr. [redacted] and will continue correspondence until the matter has been resolved to his satisfaction. Mr. [redacted] may respond to Vivint’s representative 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

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: May 30, 2012           To Whom It May Concern:I...

have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] alleges that her Vivint equipment has not been operating properly even after technician visits to her home. Ms. [redacted] desires cancellation of her Agreement without penalty. Vivint’s records show that Ms. [redacted] has had a Vivint technician come to repair her system and the issues persisted. It is determined that the current equipment in Ms. [redacted]s home will not operate efficiently. If Ms. [redacted] desires Vivint will replace all the equipment in Ms. [redacted]’s home to ensure that her alarm system will operate efficiently or Vivint will agree to cancel Ms. [redacted]’s Agreement without penalty provided Vivint can remove the security system equipment from Ms. [redacted]’s home. If Ms. [redacted] desires to take advantage of these offers she may call into Vivint to schedule a time for technician to come out to her 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: ###-###-####, attention Department 160 – Legal. Sincerely,  Nathan *. W[redacted]

June 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: June 17, 2010            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]Chief Compliance Officer

August 10, 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: June 25, 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 representative and Ms. [redacted] have agreed upon a resolution.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:  I was told by Cindy she had setup a tech to come address the door lock (see attachment and copied version below).  This is a prime example of the level of support and customer service I am paying thousands of dollars for!!!!  I do NOT want to do business with them PERIOD!!!  If I  have a 3 year contract and I am only 5 to 6 months in with this many issues a 6 month credit is not worth the hassle I am dealing with.  Vivint is not paying attention to my messages!  I never said the day after service was installed I had issues. I said 3 days after the most recent tech visit I had issues.  I am including the email where I told them about the day after service I was having issues.  I was also not give a 6 month free option I was only told 3 months.  Vivint lies, has very poor customer service, and poor follow up skills.  Below is also the included email:That's not good! I've set up a work order for a technician
to come address that door lock issue. To schedule an appointment in real time,
please chat in at www.vivint.com or call
our 24/7 Customer Care department at ###-###-####, and reference case
#[redacted]. Thanks again for choosing Vivint!
Regards,Cindy
-------------- Original Message ---------------From: [redacted]
[[redacted]@microsoft.com]
Sent: 1/12/2016 9:56 AM
To: [redacted]@vivint.com
Cc: [redacted]@microsoft.com
Subject: RE: Customer Complaint    [ ]
I understand.  Also
FYI I had a tech out Jan 9th and my front door no longer locks using the keypad
and I was never given a key for the door. 
So if I want to leave my house I have to either use the phone app to
lock the door (which my kids don't have and they have to call me to lock the door),
lock the door and go thru the garage, or go thru the back and around my house.
This is a very good example of my frustration.  3 days after a tech was here my security
system doesn't work right :(
Sincerely,
[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. Although inaccurate the end is what we need. 
Sincerely,
[redacted]

July 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Brian S[redacted]  Vivint Account #: [redacted] Date of Agreement: July 4, 2015           To Whom It May Concern:I have...

reviewed the information provided by Mr. S[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. S[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter in the process of being resolved to Mr. S[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 14, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, 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 additional concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. The refund in question has been submitted to Ms. [redacted]’s bank account. She can expect those funds within the next 7-10 business days. 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]

I appreciate the refund although my ultimate hope is that Vivint will ensure their website is very specific beyond what they have on how to cancel once a term is fulfilled including the 30 days in writing and that you need to confirm it has been received. The people handling the calls really need to be clear too when people are calling and seeking these details. I did receive an email from Megan/Vivint and I shared this information and glad I have closure.  Thank you!
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 23, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 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 attempted to contact 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’s records indicate that Ms. [redacted]’s Vivint account was cancelled on October 16, 2017. 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