Vivint Smart Home Security

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Elizabeth [redacted]

Tell us why here...September 2, 2016   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: June 25, 2009            Date of Addendum: May 20, 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 did not extend the term of her agreement over the phone with Vivint. Ms. [redacted] desires cancellation of her agreement without penalty. In an effort to assist Ms. [redacted], Vivint has agreed to immediately cancel her account. Vivint’s records show that on June 25, 2009 Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of thirty-nine (39) months. Vivint spoke with Ms. [redacted] regarding her alarm service on May 11, 2015.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a thirty-six (36) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively: You understand that this call is being recorded, and you agree to extend the term of your agreement 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 information above, 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

March 10, 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 30,...

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] alleges that he cancelled his Agreement with Vivint at the end of the forty-two (42) month term, but that Vivint continued to charge him for service for two months after that.  Mr. [redacted] desires a refund of his payments to Vivint after the cancellation should have been complete.  Vivint’s records indicate that a check in the amount of $[redacted] is being sent to Mr. [redacted] via mail, to refund the monies paid to Vivint by Mr. [redacted] in January and February 2016.  Mr. [redacted]’s account is cancelled, and he 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:  it is astonishing, the level of contempt for the facts. I can prove that a person entered my home without security word, or keypad code all after vivint asked if it was a false alarm. if your stating that vivint policy is to ignore every warning IE: the person had no codes or security words. I was asked by vivint if the alarm was false after silencing it. vivint policy is to ignore all warnings including home owner indicating the alarm was real simply because the sound was silenced on the alarm. wait till people find out how flippant vivint is with peoples security. I would like very much to see this policy in writing. in fact I think the Revdex.com can arbitrate this. if they receive all the information concerning the alarm event your in trouble 
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. They further agreed to have customer service representatives explain that written cancellation is required and merely verbal request to end all monitoring does not meet their requirements.  
Sincerely,
Marsha D[redacted]

April 18, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]   Vivint Account #: [redacted] Date of Agreement: June 4, 2014           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 Mr. [redacted] who is an account holder in an effort to resolve their concerns. 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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]

August 19, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Sheri W[redacted]  Vivint Account #: [redacted] Date of Agreement: August 6, 2015           To Whom It May...

Concern:I have reviewed the information provided by Ms. W[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. W[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. W[redacted] 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 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]       Vivint Account #: [redacted]  Date of Agreement: February 2, 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] states that he cancelled his System Purchase and Services Agreement (“Agreement”) on September 2, 2016 and paid his final bill of $134.97 but Vivint would not cancel his Agreement and continued to call him to retain him as a customer. Mr. [redacted] desires a refund of $134.97. Vivint’s records indicate that Mr. [redacted]’s Agreement has been cancelled and he has no further obligation to Vivint. He originally entered into his Agreement on February 2, 2012. By signing his Agreement Mr. [redacted] agreed to provide Vivint with a notice of intent to cancel thirty (30) days prior to the cancellation of his Agreement (Section 2.4). Vivint received Mr. [redacted]’s Notice of intent to cancel on September 2, 2016 as such his Agreement was to be cancelled on October 2, 2016. Nevertheless, since Mr. [redacted] paid his final two months early Vivint agreed to cancel his Agreement prior to the end of his thirty (30) day cancellation period. A refund of Mr. [redacted] final payment to Vivint is not warranted.  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, provided the refund is received in the next 7 days.  I just checked my account on line and the refund has yet to be posted.Thank you for your assistance.
Sincerely,
[redacted]

March 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: October 15, 2016           To Whom It May...

Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s complaint she explains that she has had issues with the equipment working properly and Vivint fixing the equipment. As such, Ms. [redacted] requests cancelation of her account.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she 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 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: N/A Date of Agreement: N/A           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. Vivint has requested that the inquiries be removed from Ms. [redacted]’s credit report.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]

October 28, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 6, 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 she has been having issues with security and service since her system has been installed. Ms. [redacted] requests Vivint cancel her System Purchase and Service Agreement (“Agreement”) without penalty. Vivint will agree to add a credit for $150.00 towards Ms. [redacted] Vivint account. Vivint’s records indicate that Ms. [redacted] signed her Agreement on August 6, 2016 for an initial term of forty-two (42) months. By signing her Agreement, she agreed to the following clauses in her Agreement. Section 3: Our Limited Liability “We do not warrant that the system will always detect, or help prevent, any burglary, fire, hold-up or any other such event. We do not warrant that the system cannot be defeated or compromised or that it will always operate.”Section 12: Customer Duties “You will test the System’s protective devices and send test signals to the center in accordance with our instructions at least monthly. If a problem in the System occurs you will notify us.”Vivint’s records show that Ms. [redacted] did not contact Vivint about the problems she was experiencing with her equipment until October 10, 2016. Vivint records indicate that a technician was sent to Ms. [redacted] home on October 20, 2016 at which time the issues with the system were fixed. Ms [redacted] has not contacted Vivint about anymore issues with her equipment. At this time, Vivint will agree to add a $150.00 credit for the time she took off for her appointment and for the equipment not fully operating. Should Ms. [redacted] wish to cancel her Agreement prematurely, her payoff amount would be $2,839.60; however, in an effort to assist Ms. [redacted], Vivint is willing to reduce her payoff amount by 30% bringing the total payoff amount to $1,987.72. The credit for $150.00 has been placed on Ms. [redacted] account and if she wishes to cancel prematurely I would advise her to contact a legal assistant at (801) 221-6728 to receive the 30% discount. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant: [redacted]        Vivint Account #: [redacted]        Date of Agreement: June 28,...

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 was charged for his installation and first month of service before he was told he would be, and that he was given a thirty (30) day trial period and attempted to cancel shortly after installation.  Mr. [redacted] is now in collections, and desires cancellation of his Agreement without penalty and remove his account from collections.Mr. [redacted] signed a System Purchase and Services Agreement (“Agreement”) on June 28, 2015 with an initial term of sixty (60) months and a monthly services fee of $59.99, plus any applicable taxes, during that term.  The Agreement states that the first monthly services fee is due on the day the Agreement is signed, and that the Agreement may be cancelled without penalty any time prior to midnight of the third business day after the date of the transaction.Vivint’s records show that Mr. [redacted] called on July 1, 2015 to dispute the processing of his check for the first payment.  He indicated that he had stopped payment with his bank, and was advised by Vivint’s representative to call back during business hours to speak with the Customer Loyalty department if he wished to cancel his Agreement.  Vivint was not contacted again by Mr. [redacted] regarding cancellation, so his service remained active.  The attempted first payment and all subsequent attempted payments were returned to Mr. [redacted] by his bank, so Vivint did not process any payments from Mr. [redacted].  As such, the account was cancelled for non-payment on October 30, 2015, and was sold to an outside collections agency.  Mr. [redacted] must settle the balance of his account with this outside collections agency at this time.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

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:  June 17, 2014 To Whom It May Concern: In his rebuttal, Mr. [redacted] states that his complaint is not over a missed appointment, but over faulty equipment that was never repaired.Vivint maintains its position that we are no longer able to provide a resolution in this matter.  Mr. [redacted]’s account was cancelled due to non-payment on March 31, 2015, and was sold to an outside collections agency.  The account now belongs to this third party, and any settlement must be made with them.As stated in previous responses, Vivint’s records show that Mr. [redacted]’s equipment issues were not resolved because he did not reschedule his service appointment or make arrangements to reinstate his service once it was in collections. Cancellation of the Agreement is not warranted and Vivint is unable to provide any other resolution in this matter as the account no longer belongs 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

July 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 23, 2010           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 complications that have not been resolved. Ms. [redacted] desires cancellation of her agreement without penalty. 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.  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. Hopefully we can have a working relationship after my home is built, because I really enjoyed the service of Vivint I just dislike the extra measures the company took me through to cancel my policy since I have moved.
Sincerely,
[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]

August 9, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted] Vivint Account #: [redacted]   Date of Agreement: July 11, 2017           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 during the installation of his equipment the technician damaged his home. As such, Mr. [redacted] requests that Vivint cover the cost of repairs to his home.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 Ms. [redacted] signed an agreement with Vivint on July 11, 2017. Ms. [redacted] agreed to section six of the agreement “6. Installation of the System.” Where it states, “We (Vivint) are not responsible for cosmetic blemishes to walls or wall coverings arising from the installation of any devices.” Vivint’s records further indicate that a Claim Resolution Representative reached out and explained to Mr. [redacted] that the holes in his home were necessary for the installation of the Vivint equipment. Due to the information above, Vivint does not have any obligation to cover the cost of repairs. 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

January 19, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]. [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: July 30, 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]