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]

Complaint: [redacted]
I am rejecting this response because:  I am not satisfied with the response from the company.  I was a victim of bait and switch, it was not stated clearly at any time that it was a 5 year contract.  I want this contract cancelled.  I also plan to take copies of the signatures to the police department to file a claim as well.  I asked what kind of qualifications Landon Norris had to compare signatures and whether he is board certified to so.  That question was not answered.  I will also accept the offer for legally binding arbitration from the Revdex.com to resolve this matter, if necessary. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
It is my understanding that a verbal agreement is just as
binding as a written agreement and I do believe Vivint’s record of questionable
practices speaks for itself. Additionally, I do not accept Vivint’s 25% off offer
for termination as that is not the terms I was told. Furthermore, I do not need
your legal advice as I will have my lawyer give that to me, if necessary. Please advise on
your final position so we can proceed.
Sincerely,
[redacted]

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]

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

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]

February 17, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 16, 2011                   ...

     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 to having camera complications with his security system that have not been resolved. He desires for Vivint Inc (“Vivint”) to refund all monies paid for camera services since installation. Vivint’s records show that Mr. [redacted] first notified Vivint of his equipment concerns on March 21, 2015. Vivint offered a technician visit with any fee(s) waived for this service. Mr. [redacted] did not accept the offer of a technician visit. Vivint was not notified of any further equipment issues until recently. Repair, not a refund, is the proper solution. A refund of any monies would not be warranted.  In order to assist Mr. [redacted], Vivint remains willing to repair any equipment that is not functioning at no cost to Mr. [redacted]. Vivint also keeps representatives available 24/7 in the Customer Care department who are available to troubleshoot equipment. They may be reached at ###-###-####. 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: I never received any sort of communication from Vivint, it would be great if the could stop lying about this.  Second I had to call several times last week, was told the first two times that I still owed money.  The third time I was finally told that my account was closed and owed zero, and would have no further obligations.  I wanted proof of this because of how this company has continually handled things.  I received a email today from a Tyler H[redacted] but it only states that the account is closed, I have requested that there be proof of the account being CLOSED and that we OWE NOTHING to Vivint.  I do not want them trying to come after us for the balances they felt we owed even though we have never had a properly installed service from them!  So until I get a email from them stating the account is CLOSED and BALANCE OWED IS ZERO I will not accept this. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]  The Client is looking to cancel services completely. They have been billing for the past few months even though there has been no service. Client has contacted Vivant numerous times to complain about the wires being cut to the monitoring devices. They currently have client in collections for over $3500  dollars but yet they are still billing her even though her security system has not been on or been monitored due to the cut wires. Vivant was well aware as there is a police report stating the wires were cut. Every website review of this business shows that they prey on the elderly and its the same deal in the place. She needs her account to be cancelled and not be billed for the services that were never provided. This business needs to be shutdown due to predatory practices on the elderly and mishandling of simple.

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]

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]

February 19, 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 9, 2010            Date of Addendum: November...

13, 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 has had equipment issue that was not resolve by Vivint. She attempted to cancel the account, but was told she agreed to an extension. Ms. [redacted] states she does not recall agreeing to the extension. She desires cancellation of her agreement without penalty and for Vivint to stop contacting her.At this time, Vivint is willing to cancel Ms. [redacted]’s Agreement. Vivint’s records show that on August 9, 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 his alarm service on November 13, 2014. Ms. [redacted] represented 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 thirty 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 above information, in resolution to this matter, Ms. [redacted] has no further obligation to Vivint. She may contact Vivint 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

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]

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]

March 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 19, 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] states that she was charged for her monthly service fee when her account should have been cancelled. Ms. [redacted] desires a refund for $73.30.Vivint’s records indicate that Ms. [redacted] has received her refund of $73.30. Ms. [redacted] account has been cancelled and she 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

June 30, 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: June 16, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that Mr. [redacted]’s account was cancelled on June 27, 2016. Mr. [redacted]’s requested refund was submitted on June 28, 2016 and he may expect this refund to appear 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: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[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...

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

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

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]