Vivint Smart Home Security

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] I sincerely respect and appreciate the Revdex.com time and attention in this matter.

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]

March 24, 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, 2013           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. It has been agreed that Vivint will credit $245.00 to Ms. [redacted]’s account. Vivint’s records currently 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 18, 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 22, 2011           To Whom It May Concern:I have reviewed the...

information provided by Mr. [redacted] and appreciate the opportunity to respond. Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled effective immediately and he has no further contractual obligation to Vivint. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 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: August 8, 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 has experienced equipment complications with his security system that have not been resolved. Mr. [redacted] desires to have his system repaired in a timely manner, a credit to him billing account for the time his equipment was not properly functioning, or for his security system to be cancelled without penalty.     Vivint’s records show that Mr. [redacted] notified Vivint of his equipment concerns on October 27, 2017, and Vivint’s Scheduling department found an appointment for October 31, 2017; however, the Vivint technician was running late and was unable to keep the appointment.  Mr. [redacted] again called Vivint on November 2, 2017, and an appointment was scheduled for November 10, 2017.  Vivint’s records show that an appointment is scheduled for November 10, 2017, to improve inspect and repair Mr. [redacted]’s Vivint security system.   A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns.  To assist Mr. [redacted], Vivint has applied a credit to his billing account in the amount of $95.98, which will cover two (2) months of monitoring fees.   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 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

Complaint: [redacted]
I am rejecting this response because:The response does not address the real issue. The two times they allege they contacted me they did not leave messages. Due to telemarketers I do not answer toll free numbers. They also did not include the fact that I have contacted them numerous times and 2 of their agents promised quick action which has not happened. It appears the only way I can get customer service is to request cancellation and file a complaint with the Revdex.com.The reason I request refund of payments and cancellation is because our system has never worked correctly and isn't working at all right now, that we can tell. So for nearly a year, they have not fulfilled their end of the contract and for several months refused my requests to send someone out.Also, Vivint alleges they tried to call me yesterday with no response. I did respond, today. They seem to expect immediate response, something they do not offer their customers. 
Sincerely,
[redacted]

August 15, 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 19, 2010Date of Addendum: October 18, 2013 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 attempted to cancel her contract with Vivint in 2015 but that Vivint claimed she was still within the contract’s term. She is requesting that Vivint remove the account from collections and cancel her Agreement. At this time, Vivint is willing to remove the account from collections and waive any remaining balance.Vivint’s records show that on July 19, 2010, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service in October of 2013.  During this call, Ms. [redacted] represented that she was satisfied with Vivint’s service and agreed to a contract extension in order to secure her monthly rate. 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. Furthermore, as stated in the Agreement, Vivint requires that a written Notice of Cancellation be sent in order to process the account for cancellation. No such notice was received. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint.  The account has been cancelled and removed from collections. She may contact Vivint’s representatives if she 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

December 7, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 21, 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 that she was supposed to be billed an activation fee of $198.00 over a three month billing cycle but Vivint drafted her account for the full amount. Ms. [redacted] desires cancellation without penalty. Vivint’s records indicate that Ms. [redacted] has received a refund of $[redacted] to cover the charge of her activation fee. Although Vivint does not usually offer a 3 month billing period for the activation fee, Vivint is willing to cancel Ms. [redacted] Agreement without penalty provided Vivint can remove the security equipment from her home. Alternatively if Ms. [redacted] will agree to continue her contract term with Vivint, Vivint will agree to waive the activation fee $198.00. If Ms. [redacted] desires to take advantage of these offers I would advise her to call into Vivint to either schedule a technician to remove the equipment or inform us to waive the activation fee.   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.
Vivint has agreed to cancel my contract with no fees.  Sincerely,
[redacted]

July 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: August 28, 2009            Date of Addendum: February 27,...

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 that she does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.Vivint agrees to cancel Ms. [redacted]’s Agreement as requested with no penalty.Vivint’s records show that on August 28, 2009, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months.  As such, the initial term of the agreement lapsed on November 28, 2012 and continued month to month.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on February 27, 2015.  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 thirty-six (36) 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 this information Vivint agrees to the above resolution. Ms. [redacted]’s Agreement has been cancelled and she has no further contractual 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]

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

April 24, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 16, 2013          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 she was misled by a Vivint representative regarding contract terms, and now is unable to cancel her agreement.  Ms. [redacted] desires cancellation of the Agreement without penalty in August 2015.Vivint’s records indicate that prior to the installation of any equipment, Ms. [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 Ms. [redacted] completed the required Pre-Installation Survey on August 16, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [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 Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Cancellation of Ms. [redacted]’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  Should Ms. [redacted] wish to cancel her agreement prematurely, her payoff amount would be $[redacted]; however, in an effort to assist Ms. [redacted], Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $[redacted].  If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at [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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

July 31, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 5, 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] 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

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]

January 30, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: December 3, 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 he explains that he has had issues with the equipment. As such, Ms. [redacted] requests that his system be fixed or that his account be cancelled.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Ms. [redacted]’ satisfaction. An appointment has been set for a Vivint technician to come out to Ms. [redacted]’ home on February 3, 2017, to resolve the issues Ms. [redacted] has experienced. Ms. [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

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]

April 5, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: 3030961              Date of Agreement: May 11, 2013                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he states that someone else took over his account on January 1, 2016. He explains that Vivint continued to bill him and the new customer. Mr. [redacted] requests a full refund for all monies drafted from his account in 2016. Vivint’s records indicate that Mr. [redacted]’s bank refunded him a payment of $[redacted] on January 15, 2016. In addition, Vivint refunded him $[redacted] in the form of a check on March 31, 2016. Mr. [redacted] can expect this check to arrive within 7-10 business days from that date. Mr. [redacted]’s account balance is zero and he has no further obligation to Vivint. The new customer has been billed once a month since taking over the account and will not be double billed. 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]

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

February 8, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 26, 2017                         To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal, Mr. [redacted] agrees to allow Vivint to remove the equipment from his home on February 22, 2018. Mr. [redacted] additionally demands that Vivint pay for repairs due to damage from the installation of the Vivint equipment and refund all payments in the amount of $972.00. An appointment has been scheduled for February 22, 2018 with an arrival window of 8:00AM to 11:00AM as requested.Section 5. Repair Services of the Agreement which Mr. [redacted] signed states; “We (Vivint) are not responsible for consequential or incidental damages.” As such Mr. [redacted] is solely responsible for any cosmetic damages to his home as a result of the installation of Vivint’s system. As Vivint provided active monitoring services to Mr. [redacted]’s home since the time of initial installation no refund is warranted. Mr. [redacted]’s account will be cancelled only upon the return of the equipment which was installed in his 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