Vivint Smart Home Security

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

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]

October 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: June 3, 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 offered to close her account without any further payments due. Ms. [redacted] desires the cancellation of the account without penalty and the balance to be brought to zero.  Vivint’s records indicate that on September 26, 2011, Ms. [redacted] signed a Purchase and Services Agreement, representing that she agreed to an initial term of forty-two (42) months of service, and a monthly fee of $[redacted] during this term. The Agreement states that Ms. [redacted] will provide written notice to Vivint 30 days prior to Ms. [redacted] desired cancellation date (Section 2.4). Vivint has no record of an offer to waive Ms. [redacted]’s final payment.Vivint received Ms. [redacted] Notice of Cancellation on August 17, 2015. Vivint’s records show that Ms. [redacted]’s agreement with Vivint was cancelled on September 22, 2015. As per the Agreement, Ms. [redacted] was invoice for her final bill on September 1, 2015. Although the charges are valid, Vivint would like to assist Ms. [redacted]. Vivint has agreed to waive Ms. [redacted]’s final payment, bring her account balance to zero. 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]

December 8, 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: February 19, 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. 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 need at least 14days to secure another provider. I could not establish new service while still under contract. Other than that, im good with the outcome.
Sincerely,
[redacted]

October 12, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 12, 2015           To Whom It May Concern:I have reviewed...

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

December 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: May 18, 2016           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 his home was damaged while a Vivint contracted electrician was working in his home. As such, Mr. [redacted] requests that all repairs be covered by Vivint.Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction.  A home damage claim has been submitted on behalf of Mr. [redacted] to Vivint’s Claim Resolutions Department. A Claim Resolution Specialist will contact Mr. [redacted] to investigate the option of Vivint covering the cost of the repairs. Mr. [redacted] may contact the Vivint Claim Resolutions 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

December 29, 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: August 29, 2015                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he alleges that Vivint has not resolved his concerns and he requests a refund of $200 for false alarm fees. Vivint’s records indicate that a representative contacted Mr. [redacted] and scheduled an appointment for a technician to inspect his system and further assess the situation. This must be done before Mr. [redacted] receives a refund for false alarms. If a refund is valid, he may contact Customer Care at ###-###-####. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to explain the situation and discuss his 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]

December 27, 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 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 experienced technical issues arising from a power outage in her home. She explain that she was informed that her panel would require a manual reset any time she experienced a power outage to reconnect her cameras. She requests immediate cancellation of her System Purchase and Services Agreement (“Agreement”) and a refund for all costs associated with her cameras.Vivint records indicate that there was indeed a power outage at Ms. [redacted]’s home on the night of October 22, 2017. Records show that before, during, and after this outage Ms. [redacted]’s panel continued to function and her home was actively monitored by Vivint via cellular signal. Records show that during this outage Ms. [redacted]’s wireless internet ceased functioning, due to this lack of internet service Ms. [redacted] was unable to access certain functions through the Vivint phone application and no signals were received from the cameras in Ms. [redacted]’s home. A reset of the panel was required to reconnect the internet service and restore the previously mentioned features. However, as stated, Vivint provided monitoring service as promised during the entirety of this event. Should Ms. [redacted] experience further technical issues Vivint remains willing and able to provide repair services via phone support or in home visits.Due to this information cancellation of Ms. [redacted]’s Agreement without penalty is not warranted at this time. In an effort to assist Ms. [redacted] Vivint has applied a credit to her account in the amount of $68.40 and apologizes for any inconvenience.  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'm not sure where the disconnect or lack of comprehension is coming from with Vivint's response. Opposed to addressing  the FACTS that my indoor cameras that DO NOT work,  they continue to respond with dates and inaccuracies. For the final time my contract did not go into effect until the time of install which was 5/31/15. Secondly, my response from 5/31/15 has been taken out of context and misconstrued I never said I was happy with everything,  I advised I was content with the equipment that was there and expressed my concern regarding my  broken garage door I was left with as well as not having the 2 indoor cameras because the technician did not bring them as he stated they were out of stock.  Therefore, how could I possibly say I was happy with the cameras or everything when in fact I was missing the cameras.  In addition, I have 28 emails that I am more than happy to provide from where I contacted Vivint about their poor service and lack of ability to follow through and these emails stem from 4/23/15 to 8/15/15.Had I known that I would have been left with cameras that do not function at night, I obviously would not have accepted the equipment, nor entered into a 60 month contract.  Also if the salesman, Mark R[redacted] had not LIED  to me stating that the indoors cameras work just as well as the outdoor cameras I would not have accepted their services.  Vivint wanted my business and would not stop to get it, which is why they gave me all of the equipment and installation for FREE,and I would have gotten the outdoor cameras installed for free as well during the sales negotiation process , otherwise I would not have accepted their services. Essentially, Vivint's stance is they lied to me about the ability of the equipment to work properly in particular at night and they are willing to take it back in exchange for what I initially asked for but wants me to pay installation fees. That is ABSOLUTELY ABSURD and NOT going to happen!!  I didn't pay an installation fee in March 2015 and I will not pay one now. Nor will I pay $3,599.40 which is the total of $59.99 over the course of 60 months for cameras that DO NOT work and I will not pay a pro rated amount to terminate the contract. Vivint is in breach of the contract for failing to provide working equipment so if their position is they will not install WORKING equipment at their expense then we will part ways now.In addition, I want them to provide a copy of every phone call and conversation from March 2015 to September 2015, as those calls will prove what was sold to me opposed to what I actually have. You will also hear the utter dissatisfaction during the calls. 
Sincerely,
[redacted]

February 22, 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 20, 2015           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 has had issues with his doorbell cameras working properly. As such, Mr. [redacted] requests that his account be cancelled. A representative from Vivint has recently attempted to contact Mr. [redacted] via email in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] entered into an agreement with Vivint on May 20, 2015. Mr. [redacted] agreed to an original agreement term of sixty (60) months and to pay Vivint $69.99 each month of that term. Vivint’s records also show that a Vivint representative offered to downgrade Mr. [redacted]’s system or to swap the doorbell camera out for another home automation device but Mr. [redacted] refused both offers. Due to these facts cancelation of Mr. [redacted]’s account early without paying the contractual buyout fees is not warranted.Despite the information above Vivint agrees to discount Mr. [redacted]’s agreement buyout fees by fifty (50) percent. Or if Mr. [redacted] would like to downgrade his system or swap the doorbell camera out for another piece of equipment that is still available to him. If Mr. [redacted] would like to move forward with one of these resolutions then he may contact the Vivint representative who reached out to 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

May 22, 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 11, 2010            Date of Addendum: March 1, 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 Vivint has failed to install her system in her new address. She claims that three appointments have been missed and that she is currently paying for a service she is not receiving. Ms. [redacted] requests immediately cancellation without penalty.At this time, Vivint is willing to waive the extension of Ms. [redacted]’s Agreement and immediately cancel her account.Vivint apologizes for any inconvenience caused by missed appointments. Vivint’s records show that the first appointment was completed as a ‘Customer No-Show’, the second was rescheduled due to technician licensing issues, and the third was cancelled days prior as ‘Customer Cancel’. Re-installation, instead of cancellation, is warranted in this situation. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

April 26, 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 15, 2012                                                              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 that he was misled by a Vivint representative regarding the term of his agreement. Mr. [redacted] requests that the account be deemed paid in full. Vivint’s records indicate that prior to the installation of any equipment, Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on May 15, 2012. During the recorded Pre-Installation Survey, 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 $[redacted] each month during that term.  Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement.   On March 28, 2014, Mr. [redacted]’s account was cancelled and sold to an outside collection agency. The removal of Mr. [redacted]’s account from collections is not warranted. Mr. [redacted] may settle the balance with the collections agency. 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.
Sincerely,
[redacted]

December 29, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 18, 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 a Vivint technician added a person who was watching her house into the system without her permission. Ms. [redacted] further alleges Vivint drafted her bank account without her permission. Ms. [redacted] desires the cancellation of her account without penalty.     Vivint’s records indicate that prior to the installation of any equipment; Mr. [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 Mr. [redacted] completed the required Pre-Installation Survey on May 18, 2015. During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term. Further, Mr. [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 Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. In section 2.5 of Mr. [redacted] Agreement labeled as ‘Payment Authorization’, it states: “You authorize Vivint or its assignee(s) to make electronic fund transfers from your bank account or charges to your credit card account (the “Electronic Payment”) in the amount identified above as your monthly services fee, plus any applicable taxes, and including all past due amounts, trip fees, services fees or amounts which may accumulates in arrears according to the terms above and the conditions of the agreement.” Vivint’s records indicate, Vivint attempted to draft a payment on December 23, 2015 but the payment was returned to Ms. [redacted]’s bank account.  Vivint’s records further indicate Mr. [redacted] notified Vivint of the second person listed on his online account center on October 7, 2015. From review of the call Mr. [redacted] identified the person as a former tenant and that she had use the app to gain accesses to the home. Mr. [redacted] stated he believe a Vivint field service professional gave her access. Vivint has no record of a Vivint field service professional ever being dispatched to the home after the installation of his system. However any individual with the master code (the main code the customer uses to disarm the panel) can add access to the online account center to a user. Vivint always suggests that its customers create a secondary panel code if anyone other than the customer themselves will be using the panel unsupervised. Vivint records indicate the representative Mr. [redacted] spoke too informed him how to remove the secondary user from the panel. Cancellation without penalty is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 25% off the payoff amount, bringing it to $[redacted]. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department 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]

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. Please note I reserve the right to reopen this case if Vivint does not honor the stated agree or continues to fraudulently charge my credit card for fees unapproved. I also spoke with Madison B[redacted] from Vivint who stated my account was cancelled without further obligation.
Sincerely,
[redacted]

September 3, 2015Revdex.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, 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] alleges to having equipment complications with his security system that have not been resolved, and that Vivint is charging him for a service visit.  Mr. [redacted] desires to not do business with Vivint because Vivint will not repair his equipment without charging a service fee. A representative from Vivint has recently contacted Mr. [redacted], in an effort to resolve his concerns.  A service visit is scheduled for September 8, 2015, to address Mr. [redacted]’s equipment complications.  To assist Mr. [redacted], Vivint has waived the trip fee for this visit, and will replace any defective sensors at no cost to Mr. [redacted].  I have applied a one month credit to Mr. [redacted]’s billing account, to cover his monthly monitoring fee for September.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

May 4, 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: January 27, 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 husband requested cancellation of his account on April 6, 2015, and that he paid the remaining balance of his agreement at that time.  Ms. [redacted] alleges that the account is still active, and she desires for the account to be cancelled. Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on January 28, 2012, in which he agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4).  A written notice of cancellation was provided by Mr. [redacted] on April 6, 2015, and the remaining balance on his account was paid.  Mr. [redacted]’s account was cancelled prior to the end of the thirty (30) days after notice was given, on April 24, 2015, at Mr. [redacted]’s request.Mr. [redacted]’s account has been cancelled, and he 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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]

Complaint: [redacted]
I am rejecting this response because: They came to my house and fast talked to me. They r crooks!!
Sincerely,
[redacted]

September 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 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 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. Her account has been cancelled as requested 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]