Vivint Smart Home Security

Complaint: [redacted]
I am rejecting this response because:  the information given is inaccurate. I feel the pain of the legal team for having to fabricate information. They are clutching on straws. The police report was sent to Laura B[redacted] who was communicating with me via email. The alarm had gone off twice before the break in - once after April 12th( date withheld) by the workman. Vivint should be producing or have some proof of this. We reset the alarm on this date.  A signal was sent to Vivint agian (according to their representatives) at the time of the break in. We spoke to several reps at different times and gotn different  responses. Some of them were nervous, while the honest ones did confirm what we saw on the alarm pad, showing  that they got a signal. They did not schedule a technician as they told us they had none available that weekend. Why then no one came not once to investigate? What is the policy when there is a problem with the system?The statement about April 27th can't be true because after the signal was sent to Vivint,(when  the burglars climbed through the kitchen window , activating the sensor ), the burglars cut the wires. Now you see why I said they're making up stories. They never came so they don't have any pictures or cannot even tell you what the alarm pad was reading after the break in. This would show them that someone broke the sensor. There had been no activity from the alarm since then. When the police arrived the wires were indeed cut!  So back to the question as to why to this date no technician went to the property. It shows that they don't care! we called and called, until we stopped calling. We then decided that we were not going to pay for a system that malfunctioned. We are ready to go to court because there is where Vivint will have to explain everything to the judge and bring some hard core proof.
 
Sincerely,
Denise S[redacted]

May 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: June 4, 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 her sales representative promised that Vivint would install a new security system into her new home in the event that she moved. When she called Vivint to report her move she was told that she needed to bring her equipment with her from her previous residence, which was not possible since she had already moved. Further, Ms. [redacted] states that Vivint refused to cancel her System Purchase and Services Agreement (“Agreement”) even though she was not receiving service after her move. Ms. [redacted] desires her Agreement to be cancelled and she will pay Vivint $179.97 for the service she did receive at her previous residence.  Vivint’s records indicate that Ms. [redacted] entered into an Agreement with Vivint on June 4, 2015 with an initial term length of forty-two (42) months. By signing her Agreement Ms. [redacted] agreed to pay a monthly monitoring fee of $59.99 plus any applicable taxes each month during that term. Ms. [redacted] called Vivint on August 20, 2016 to inquire about moving her service. Ms. [redacted] was informed at that time that she would need to bring the master panel with her to her new residence and Vivint would install her system into her new home for a nominal fee of $99. Since Ms. [redacted] did not inform Vivint that she was moving residences before she moved and the equipment was no longer accessible Ms. [redacted] was informed that she would have to pay a fee to have a new master panel installed in her home. Ms. [redacted] did not agree with Vivint’s move policy and did not contact Vivint again until January 1, 2016 when she discovered that her account had been transferred to a third party collection agency. Vivint offered installation of a new security system in her home free of charge provided she pay a discounted reinstatement fee of $465.92, marked down from her past due balance of $585.90. Ms. [redacted]’s sales representative paid her first month’s service fee of $59.99 and her activation fee of $99 on June 4, 2016. Vivint did not receive any further payment towards her account. As such, Ms. [redacted]’s Agreement was transferred to a third party collection agency for nonpayment on November 27, 2015. At this time Ms. [redacted] must settle her past due amount with [redacted], they can be reached at ###-###-####. Alternatively, Vivint’s previous offer still stands. If Ms. [redacted] will agree to pay her discounted past due amount of $465.92 Vivint will agree to install a new system in her home free of charge. Should Ms. [redacted] desire to take advantage of this offer I would advise her to email [redacted] or call ###-###-#### and a representative will reach out to her to set up payment arrangements and schedule a time for the alarm system to be installed.   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]

August 7, 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: November 14, 2014                                                   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 for the last eleven months, she has attempted to cancel her account without success. She further explains that they have moved from the location where the system is installed. Ms. [redacted] requests cancellation of her account and ideally a refund of the previous eleven months.   At this time, Vivint is willing to cancel Ms. [redacted]’s account without penalty.   Vivint’s records indicate that prior to the installation of any equipment, Mr. [redacted] signed a System Purchase and Services 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 Mr. [redacted] signed the Agreement on November 14, 2014.   Upon signing the Agreement, Mr. [redacted] represented that he understood and agreed to the initial term of forty-two (42) months.  He also represented that he would pay a monthly monitoring fee of $69.99 each month during that term. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.     Additionally, Vivint has no record of Ms. [redacted] attempting to cancel her service within the last eleven months.   Due to the information mentioned, a refund is not warranted. However, as previously stated, Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

August 29, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted]        Vivint Account #: [redacted]        Date of Agreement:  April 30, 2014 To Whom It May Concern: In her rebuttal, Ms. [redacted] states that she requested cancellation of her contract because she felt that her Vivint system was not protecting her, and she wonders why Vivint did not notify her that the system was disarmed incorrectly. Ms. [redacted] acknowledges that Vivint cancelled the last 6 months of her contract, but she has been advised by her attorney to have the system re-installed.  Ms. [redacted] states that she sent a copy of her police report to Vivint, and she asks why Vivint agreed to cancel her contract prematurely if they did not believe they were at fault.Vivint agreed to waive the remaining months of Ms. [redacted]’s Agreement and cancel her account in an effort to resolve her concerns after she reported a break-in.  This resolution was not an admission of fault but was a goodwill effort to assist Ms. [redacted].  As stated previously, Ms. [redacted]’s system was reporting to Vivint’s central station correctly, and Vivint made appropriate efforts after the alleged break-in to restore Ms. [redacted]’s system at no cost to her. Vivint has reviewed Ms. [redacted]’s police report and the alarm history from her account, and maintains its position that Vivint is not responsible for any loss or damages to Ms. [redacted]’s home resulting from the alleged break-in.Vivint cancelled Ms. [redacted]’s contract prematurely at her request, and she has no further obligation to Vivint.  She may contact Vivint’s sales department at 1-855-855-8765 if she wishes to have a system installed again.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759 attention Department 160 - Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 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

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. FINALLY A RESPONSE!!! Thank you. I will be in contact if I hear from collections about Vivint again! 
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.
 I was contacted by Bea B[redacted] from Vivint's legal department and was assured and confirmed by Mrs. B[redacted] that the matter has been resolved to my satisfaction.  Thank you for you tremendous efforts in this matter.  It means a great deal to my family and I.  
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. I am relieved that I no longer have an obligation to Vivint and that this has been resolved and I no longer have to worry about this appearing on my credit report.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: we were contacted on 9/26/17 stating that the account was closed, we had a zero balance, and that we would no longer be getting contacted from Vivint.  Almost everyday since then we've gotten a call, email, or text stating we needed to contact Vivint about our account.  Tonight, we called and were told that we have a balance of $60 and other person said $180. One of the people we spoke to then transferred us to a different dept. who had nothing to do with billing and when we spoke to the lady there, she ended up hanging up on us.  We would like to receive something in writing from Vivint stating the things they told us on 9/26/17-the account was closed, balance is zero, and no further notifications.  And we would like this issue resolved as we were told it was on 9/26/17.
Sincerely,
[redacted]

July 13, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Melissa M[redacted] Vivint Account #: [redacted] Date of Agreement: March 14, 2012           To Whom It May Concern:I have reviewed the information provided by Ms. M[redacted] and appreciate the opportunity to respond. In her complaint Ms. M[redacted] alleges that she has been over charged for her monthly service fee. Ms. M[redacted] desires cancellation of the Agreement. A representative from Vivint has recently contacted Mr. M[redacted] in an effort to resolve their concerns. Vivint’s records indicate that this matter has been resolved to Ms. M[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 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 16, 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’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 13, 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 has been cancelled and she has no further contractual obligation to Vivint.  A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve these concerns. Following retrieval of the equipment from Ms. [redacted]’s home, Vivint will refund her all monies paid to Vivint. I advise Ms. [redacted] to contact Vivint at Customer Care at 1-800-216-5232 to schedule an appointment.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 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 2, 2015           To Whom It May Concern:  I have reviewed the response from Mr. [redacted] and appreciate the opportunity to respond. In his response Mr. [redacted] explains that does not feel that $110.00 refund is adequate because he paid $59.99 a month.Vivint still agrees to cancel Mr. [redacted]’s Agreement without penalty upon Vivint’s recovery of the alarm system from his home. Vivint has also sent a check in the amount of $110 as a goodwill effort towards any camera downtime Mr. [redacted] may have experienced. Vivint’s records indicate that Mr. [redacted] entered into his Agreement on December 2, 2015. Vivint has been providing monitoring service since the alarm system was originally installed. Mr. [redacted] pays a total of $10 a month solely for the camera operations the remainder of the monthly payment is for the rest of the system, that Mr. [redacted] did not experience any issues. As such, a refund for an entire month’s payment over the course of eleven months is not warranted. Nevertheless, Vivint agrees to the above 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

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

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

January 6, 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 31, 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 explains his frustration with Vivint’s cancellation policy. Mr. [redacted] requests a refund of $61.61.   Vivint has issued a refund of $61.61 in the form of a check which will be sent to Mr. [redacted]’s new address. He will receive this within 7-10 business days.   It should be noted that Mr. [redacted] submitted his notice of cancellation on November 28, 2016; as such, his account was to be cancelled 30 days after that date. Mr. [redacted]’s December payment was invoiced on December 25, 2016 prior to the end of the 30-day period.   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 signed the service agreement that was signed by me was based on my agreeing to pay Vivint 60 payments for security services.   The key word is SERVICE! I am paying for services that since I have signed up with Vivint I have not experienced ALL services.  Currently,  for at least 6 months or more I repeatedly have false alarms and must place several zones on bypass in order to set the alarm, which defeats the purpose of paying $70 a month for a secret alarm.  Once again the service agreement did not indicate they I will be responsible to pay and continue to be required to pay for services that I am not receiving, that is illegal  and frudulant on the part of Vivint.  Buyers Beware. Save yourselves the trouble and DO NOT do business with Vivint! !
Sincerely,
Natasha D[redacted]

April 17, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 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 the Vivint sales representative told her mother [redacted] they had taken over the contract from her previous provider. Ms. [redacted] desires cancellation of her mother’s Agreement and a full refund of her payments to Vivint.Vivint’s records indicate that before the installation of the equipment, Ms. [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department.  Every customer must complete this Pre-Installation Survey, to verify certain information regarding the terms of the Agreement and other important details. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on February 24, 2017. 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 $49.99 each month during that term.  Further, Ms. [redacted] represented that she understood that Vivint was not associated with any other alarm company.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.   Despite the above information Vivint has agreed to immediately cancel Ms. [redacted]’s agreement upon the return of the equipment. Ms. [redacted] informed the Vivint representative that they are no longer in possession of the equipment, therefore an invoice for the full value of the equipment totaling $1,200.00 was mailed to Ms. [redacted]’s home address.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]

March 2, 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 8, 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 received a system from Vivint that has not worked from the beginning. Ms. [redacted] also states that she is moving and does not want to keep the system. She desires cancellation of her agreement without penalty. A representative from Vivint has recently been in contact with Ms. [redacted] in an effort to resolve these concerns.  Vivint’s records indicate that Ms. [redacted] and the representative have agreed upon a resolution. Vivint has agreed to cancel Ms. [redacted]’s account due to her situation.    However, changing residence is not grounds for cancelling the Agreement. Ms. [redacted]’s Agreement began on May 8, 2014, and would continue for an initial term of 60 months. She agreed to pay $[redacted], each month throughout that term. Since Ms. [redacted] has moved from the location where the system was initially installed, Vivint makes various options available to ensure that she can fulfill her obligation under the terms of her Agreement. (1) Vivint could remove the system from Ms. [redacted]’s home and install it at her new residence. (2) Vivint can install a new system at Ms. [redacted]’s new residence for a nominal fee. (3) Ms. [redacted] may pay off the remaining balance of her Agreement. Despite the above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint. She may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

October 6, 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 8, 2017                                                               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 she has experienced technical problems with her system which Vivint has attempted to fix. Ms. [redacted] requests that the equipment be removed and that Vivint cancel her account.   A representative from Vivint has recently attempted to contact Ms. [redacted] via phone and email in an effort to resolve her concerns. Although Ms. [redacted] is still within her Agreement term, Vivint is willing to cancel her account upon receipt of the equipment. Ms. [redacted] must contact the representative who has attempted to reach her to schedule an appointment.   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