Vivint Smart Home Security

Revdex.com:
I spoke with Bea from Vivint and she will be sending a tech Friday and crediting me for the service call as well as an additional month.  So long as the issue is resolved when the tech comes out then I will consider this resolution is satisfactory to me.
Sincerely,
[redacted]

March 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: March 1,...

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 moved and arranged for the new owners of her home to take over her account, but that Vivint continues to charge her for service.  Ms. [redacted] desires written confirmation of the cancellation of her account and that Vivint will not charge her for service anymore.  She also desires a refund of charges since the takeover of her account, in the amount of $99.98. A representative from Vivint has contacted Ms. [redacted] via email, in an effort to resolve these concerns.  Vivint has cancelled Ms. [redacted]’s Agreement and she has no further contractual obligation to Vivint.  To further assist Ms. [redacted], Vivint has sent a refund in the amount of $99.98 back to the checking account on file.Vivint’s records show that the new owners of Ms. [redacted]’s home have set up an account, but have not yet activated the service in their names.  As such, Vivint has continued to charge Ms. [redacted] for the terms of her signed Agreement.  At this time, however, Vivint believes the resolution described above will resolve this matter with Ms. [redacted].  She may contact Vivint’s representative with 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]

June 17, 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 15, 2015           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 contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that Mr. [redacted] and Vivint’s representative have agreed on a resolution. A check has been issued in the amount of $143.10. Mr. [redacted] should receive this check within the next 7-10 business days. If Mr. [redacted] has any questions he may contact a Vivint 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]Chief Compliance Officer

July 6, 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 30, 2012            Date of Addendum: October 16, 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 is moving to a new location and requested cancellation of her service, however she continues to be billed and was informed her Agreement continued until 2020. Ms. [redacted] requests cancellation of her Agreement with no penalty.Vivint agrees to cancel Ms. [redacted]’s service immediately. She has no further contractual obligation to Vivint.Vivint’s records show that on May 30, 2012, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on November 30, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on October 16, 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 sixty (60) 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 as requested.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]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Christopher T[redacted] Vivint Account #: [redacted] Date of Agreement:  July 30, 2013 To Whom It May Concern: I have reviewed the information provided...

by Mr. Christopher T[redacted] and appreciate the opportunity to respond. In his complaint, Mr. T[redacted] alleges that a sales representative informed them contract could be cancelled when Mr. T[redacted] was relocated per military orders. Mr. T[redacted] desires a confirmation stating when the contract expires, that it will not renew at the end of its terms and that they will no longer be billed the monthly rate.Vivint’s records show Mr. T[redacted] has notified Vivint of this concern. Vivint aims to keeps military families safe, and in instances where a Vivint customer is being relocated due to military orders, Vivint will gladly accommodate the service member in order to make a smooth transition to a new location. If a Vivint customer receives military orders that will require the customer to relocate outside of the United States or onto a military base within the United States permanently or for a period greater than 90 days, the customer must contact Vivint and request a special cancellation. The customer must send a written notice of cancellation, and submit it along with documentation showing that the customer will be stationed on-base or outside of the country. Once Vivint has received valid documentation to support the claim for special cancellation, Vivint will cancel the account, cease all billing, and discontinue services.If the Vivint customer is being transferred within the United States and is able to live in an off-base house, the customer has the same options as any Vivint customer who is moving or wishes to transfer an account. Vivint’s policy allows any person who moves to a new address the ability to relocate the system to the new location, to transfer the account to the new owner of the premise or to transfer the account to a third party at a different address. Vivint customers who are active military members will not be charged to relocate their system to their new house, regardless of how long they have been Vivint customers. If the Vivint customer is able to live in an off-base house, but chooses to live on base or still wishes to cancel the Vivint account, the customer will be required to transfer the account or pay the remaining balance on the account.Should 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]

July 7, 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 30, 2013           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 difficulty canceling this account. 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 Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”) on May 30, 2013. Ms. [redacted] agreed to an original Agreement term of sixty (60) months and to pay Vivint a monthly fee of $60.99 plus any taxes each month of that term. Due to the fact that Mr. and Ms. [redacted] are still within the original term of their Agreement cancellation of the account is not warranted. If Mr. [redacted] has any questions or concerns 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 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 9, 2012 Date of Addendum: August 21, 2015           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 contacted Mr. [redacted] in an effort to resolve his concerns. It has been agreed that Vivint will immediately cancel the account. Vivint’s records indicate that this matter has been resolved to Mr. [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

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. The company did what was right by me and are giving me all that was requested in my complaint. They also ensured me that they would work with the salesperson to keep this type of thing from happining again in the future. I am very happy with their reponse and resolution.
Sincerely,
Brian S[redacted]

September 9, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, 2010Date of Renewal: September 15, 2014           To Whom...

It May Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] explains that he expressed to Vivint that he wishes to no longer be called. Mr. [redacted] also states that Vivint will not service his equipment without charging a service fee. Mr. [redacted] wishes to no longer be contacted by Vivint via phone.Vivint’s records indicate that Mr. [redacted] was placed on a do not call list on August 30, 2016. Vivints records show that by Mr. [redacted] signing his System Purchase and Service Agreement (“Agreement”) Mr. [redacted] agreed to the following. Section 5 Repair Service:“ During the term of this Agreement, we will repair or service any defective part of the System as follows: (A) What is covered: If you selected Premium Service, then we will, so long as we are providing service pursuant to this Agreement, repair and replace any defective part of the System without charge to you. If you decline Premium Service, however, then for one hundred and twenty (120) days after we complete the installation, we will repair or replace any defective part of the System without charge to you. After the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.”Despite the above information, Vivint will agree to service Mr. [redacted] system without charge. If Mr. [redacted] wishes for Vivint to service his equipment I would suggest he contact a Legal Assistant at (801) 221-6728 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

April 27, 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 7, 2011        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 moved and that Vivint has been unable to move her system to her new home.  Ms. [redacted] further alleges that she has been charged for service during the months that she has been waiting for the move of her system.  Ms. [redacted] desires a refund of monies paid to Vivint between January and April 2015.  A representative from Vivint has recently contacted Ms. [redacted], in an effort to resolve these concerns.  Vivint’s records indicate that a check in the amount of $[redacted] is being sent to the mailing address on file, to refund the monies paid to Vivint by Ms. [redacted] since January 2015.  Ms. [redacted]’s account is cancelled, and she has no further obligation to Vivint.  I apologize for any undue delay in this process.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]

Complaint: [redacted]
I am rejecting this response because: I am not "satisfied" with Vivints options.  They gave me the option to leave the product installed in my home or have "someone" uninstall it.  My doorbell no longer works, Ive had to pay two electricians to come and assess, I have carbon monoxide monitors hanging that do not work outside of Vivint, and Ive had to pay someone to unisntall the front door lock that Vivint failed to leave a key for.  Vivint sent me a return box to return the product that has been uninstalled by others.  I am still awaiting resolution to my doorbell not working. They hve offered to pay $30 for the front door lock replcement but I am out of pocket for the electricians.  In addition, I simply do not want Vivints product to stay in my home.so no, this is not being done to my satisfaction.  Its being done to vivints.  I am complying because I want to be done with this.
Sincerely,
[redacted]

February 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: October 23, 2014          To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he was no long able to live at the home where his system is located and is unsatisfied with the cancellation options open to him. Mr. [redacted] desires the account to be closed without penalty. 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 waive the remaining term of Mr. [redacted]’s Agreement and cancel his account without penalty. Vivint’s records indicate that prior to the installation of any equipment; Mr. [redacted] signed a System Purchase and Services Agreement (“Agreement”). By 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 $49.99 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.    Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint.  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

August 23, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: July 28, 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] explains that she has experienced and issue with the sales representative and the equipment working as promised. Ms. [redacted]’ desired resolution is cancelation of the contract. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Ms. [redacted] will allow a Vivint technician to come to her home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her 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]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:As I said before, I still believe it is unfair for this company to charge me more money for their product that would not work in my home. Since the last vivint tech left my home from attempting to fix this thermostat problem, my security system still does not function properly. It has to be disconnected for a couple of weeks until another tech can come out. This is why I had to pay someone else to unhook the thermostat in the first place. We would have been without heat for two weeks if I had waited on a vivint tech! Therefore, I think it's only fair that I am fully refunded for the thermostat issues which has cost me $149.00.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Once again, Vivint took over six months to finally offer to install what they claimed to be able and install immediately. The decision to cancel the install was due to Vivints poor customer service, inability to resolve billing issues and inability to install using pre-wire. Vivint has ruined the insulation properties of other houses that has installed cameras. As I stated before, I will not allow this to happen at my house. I have my house pre-wired for security cameras to prevent such a thing. The last representative that I spoke to about the cameras, stated that Vivint will not use the pre-wires. This is not what was originally promised to me. I have called numerous times to resolve this matter prior to taking this course of action. As stated before I am no longer willing to allow Vivint to mistreat and lie to me and what nothing more than to have Vivint remove their items.  
Sincerely,
[redacted]

January 17, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 28, 2012            Date of Addendum: May 18, 2015 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 does not recall extending the term of his agreement over the phone with Vivint, and that now he is unable to cancel his agreement. Mr. [redacted] desires cancellation of his agreement without penalty.After further review, Vivint’s records show that Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint.  Vivint’s records show that on May 28, 2012, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on November 28, 2015.  However, Vivint spoke with Mr. [redacted] regarding his alarm service on May 18, 2015.  Mr. [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement.  Based upon this representation, Vivint offered a sixty (60) month extension to which Mr. [redacted] agreed.  Indeed, Vivint read the following statement, after which Mr. [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement sixty 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 validation of this Agreement, Mr. [redacted]’s agreement with Vivint has been cancelled and he has no further contractual obligation to VivintIf you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

October 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: May 26, 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] does not agree with his extension. Mr. [redacted] desires cancellation of the Agreement without penalty. Vivint’s records indicate that on January 2, 2014 Mr. [redacted] did verbally agree to extend his Agreement for an additional forty two (42) months. Never the less since Mr. [redacted] has been a loyal customer for so long Vivint will agree to cancel Mr. [redacted]’s account without penalty. I would advise him to call into Vivint to begin the cancellation process. 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 have not heard the recording of renewal or talked to anyone from vivint since October 5th 2016
Sincerely,
[redacted]

August 31, 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 14, 2010           To Whom It May...

Concern: I have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. In Mr. and Ms. [redacted]’s complaint they explain that they have had issues canceling their account. Mr. and Ms. [redacted] request that their account be canceled.A representative from Vivint has recently attempted to contact Mr. and Ms. [redacted] via email in an effort to resolve their concerns. Vivint’s records indicate that this matter has been resolved to M Mr. and Ms. [redacted]’s satisfaction. Mr. and Ms. [redacted]’s account has been canceled as of August 31, 2016. Mr. and Ms. [redacted] no longer have any obligation to Vivint. Mr. and Ms. [redacted] may contact the Vivint representative who reached out to them directly if they have 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Dorothy L[redacted] Vivint Account #: [redacted] Date of Agreement: June 11, 2008           To Whom It May Concern:I have reviewed the...

information provided by Ms. L[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. L[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. L[redacted]s’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]