Vivint Smart Home Security

February 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: September 1, 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 had issues with the system working as intended. Ms. [redacted]’s desired resolution is cancelation of the contract and a refund of both January’s and February’s payments.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. In an effort to help Ms. [redacted] 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. However, because Vivint’s records show that both January’s and February’s payments were returned by Ms. [redacted]’s bank no refund is warranted.  If Ms. [redacted] wishes to pursue this resolution of cancelation of her account upon the recovery of the equipment or if she has any questions 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

September 30, 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 7, 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 has had service visits scheduled to update her alarm panel, but that Vivint’s technicians have failed to show up or reschedule.  She explains that she has already missed work to accommodate these appointments, and she can no longer be available during the technicians’ business hours.  She desires an appointment on a weekday evening. Vivint’s records show that a technician was dispatched to Ms. [redacted]’s home on September 27, 2016, and that her system was fully updated and inspected at that time.   The previous appointment for this service was scheduled on September 22, 2016, and Vivint apologizes that this appointment was missed.  Vivint has applied a credit of $68.99 on Ms. [redacted]’s billing account to cover October’s service fee, for any inconvenience or hardship this may have caused.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 do not need security at the moment. I'm living with someone who already has security. I did everything in my power to find someone who needed security to take over my account but y'all denied her. I do not plan on moving no time soon so paying for it is not an option any more. Come collect the equipment and reduce my contract to 12 months please. I was in a very bad situation and things could have been worst.  Many times when the alarm was triggered off it's because I was getting beat. I finally got the courage to walk away please have a heart.  God Bless. Sincerely,
[redacted]

August 22, 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 11, 2011           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 service and canceling her account. Ms. [redacted] requests that her account be canceled.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]’s account has been canceled as of August 22, 2016. Ms. [redacted] no longer has any obligation to Vivint. 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: ###-###-####, attention Department 160 – Legal.  Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 16, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 5, 2015To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his rebuttal, Mr. [redacted] claims that his sales representative advised him to contact the representative directly in order to cancel the account, but that he never responded when Mr. [redacted] attempted to contact him to cancel.As stated in the contract that Mr. [redacted] signed on December 5, 2015, Vivint allows for a three (3) day cancellation period. In order to cancel during that period, the customer must provide a written Notice of Cancellation to Vivint. No such notice was ever submitted and Mr. [redacted] initially called Vivint to cancel past the 3-day cancellation period. By signing the Purchase and Services Agreement (“Agreement”), Mr. [redacted] represented that he understood the cancellation period, and accepted Vivint’s disclaimer that no statements or representations made by the sales representative may change the Agreement. Vivint has no record of an alternate cancellation method being offered, and thus is not warranted to cancel the account. Vivint maintains its stance on this issue. The matter of the debt owed is between Mr. [redacted] and the collection 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: when I was signing up you’re field rep was standing in front of me telling me to look at him for the answers at no time was I told anything about not being able to cancel thus I feel as if the true terms of any contract were miss represented and also feel as if should be null and void and also all fees waived 
Sincerely,
[redacted]

February 20, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 25, 2013           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he requested cancellation of his account prior to the end of his initial term, but Vivint’s method to request cancellation in inconvenient. Mr. [redacted] desires for his account to be closed and the payment due for February 2017 waived. Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on July 25, 2013, in which he agreed that service would continue month to month 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 February 10, 2017, and his account was invoiced for the last month of service on February 10, 2015.  Despite this information, Vivint has agreed to close Mr. [redacted] account and waive the final payment.  Mr. [redacted] no longer has any obligations 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

June 3, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: March 2, 2016           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 will be resolved to Ms. [redacted]’s satisfaction upon her receiving a refund of $273.97, Vivint will provide her with a tracking number for her refund once one becomes available. 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

September 9, 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, 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] explains that she felt rushed into getting a Security system by her Vivint sales representative. She further states that she uninstalled the equipment and disposed of it herself. Ms. [redacted] requests Vivint Inc. (“Vivint”) to cancel her System Purchase and Service Agreement (“Agreement”) without penalty and remove her name from any third party collections.Vivint provides a three (3) day Right of Rescission period immediately following installation of the equipment, during which time Ms. [redacted] would have been able to contact Customer Care to address any concerns from the Pre-Installation Survey and cancel services. Vivint’s records indicate that Ms. [redacted] didn’t notify Vivint of her wish to cancel until November 26, 2014.The account was closed due to non-payment on April 29, 2015 and was transferred to an outside collections agency for the remaining balance of the Agreement. Although cancellation is not warranted, due to above information and in an effort to assist Ms.  [redacted], Vivint will write off this remaining balance and will remove all reports or inquiries to outside collections agencies or credit bureaus. Ms. [redacted] has no remaining 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 at this time. The cancellation was processed after the complaint was filed despite the business response leading someone to believe otherwise. I have been in the position twice before. The true test or resolution will come on the next normal billing date to ensure I am not charged again. If I am charged again, I will open another complaint and reference this one as well. Thank you for your help in resolving this matter.
Sincerely,
[redacted]

May 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: September 9, 2013            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 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]Chief Compliance Officer

December 22, 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 8, 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, at the time he signed up with Vivint, he had a few months left with the military and was advised that he would be able to cancel his Agreement in the event that he was discharged.  Mr. [redacted] further states that he has recently requested cancellation but Vivint continues to charge him.  He desires cancellation of his Agreement without penalty and a refund of payments made since he notified Vivint of his discharge.  A representative from Vivint has reached out to Mr. [redacted] via email in an effort to resolve this matter.  Vivint is willing to cancel Mr. [redacted]’s account and waive the past due balance if he will provide documentation of military orders.  Vivint’s records show that Ms. [redacted] signed a Purchase and Services Agreement on May 8, 2015, in which she represented that she understood and agreed to an initial term of forty-two (42) months and a monthly services fee of $74.99 each month, plus applicable taxes, during that term.  No monthly payment has been made since September 2016 and as such, there is a past due balance of $263.82 on the account.  Vivint has not received documentation of military orders that would warrant premature cancellation of the Agreement.Vivint agrees to the above resolution.  Mr. [redacted] may send a copy of his orders directly to Vivint’s representative via email, and his request for cancellation will be reviewed. 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 have called and have requested several times to get my system fixed.  The last time I called I spent almost 2 hours and got off the phone more distracted than I was when I placed the call and with no appointment to fix my system until 11/2  to 2 months.  Help me understand how that timeframe of waiting for service repair is resonable particully when I have of yet the opportunity to experience a fully properally working security system consitantly since I had it.  Additionally, my request for partial refund for the over one year of me paying $70 dollors a month for receipt of partial services from Vivint.  Worst Customer Service I Have Ever Experienced With A Company.  
Sincerely,
Natasha D[redacted]

August 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: August 25, 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 Ms. [redacted] 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 Vivint’s representative if she has any additional questions or requests.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 8, 2013                         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.  To assist Mr. [redacted], Vivint has applied a credit to his billing account in the amount of $95.98, which will cover two (2) months of monitoring fees.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

May 25, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 3, 2015           To Whom It May Concern:I...

have reviewed the information provided by Mr. and Ms. [redacted] and appreciate the opportunity to respond. In the [redacted]’s complaint they explain that they have had issues with the both security and internet services. Mr. and Ms. [redacted] state that they have had issues with the door lock that was installed as part of the security system as well as the main security panel. The [redacted]s also explain that they have not received the promised credits for the time their internet was not working. A representative from Vivint recently attempted to contact the [redacted]s in an effort to resolve their concerns. At this time, Vivint is willing to schedule an appointment with a Vivint technician to resolve any technical concerns with his equipment.  Vivint security’s records indicate that a technician was dispatched to the [redacted]’s home on February 2, 2016. The technician replaced the door lock, and this resolved their concern. . After that date, Vivint has no record of any addition concerns with the door lock or the system.Additionally, Vivint Wireless’ records indicate that several internet technicians out to Mr. and Ms. [redacted]’s home and the technicians make notes stating that the internet is fully functional. Vivint Wireless’ records further indicate that when the [redacted]s would call in corresponded with outages their areas that were resolved within a few hours. Cancelation of the account without penalty is not warranted.  However, in an effort to assist Mr. and Ms. [redacted] Vivint willing to send a technician to their home to inspect the system. If Mr. or Ms. [redacted] would like to move forward with this option or have any questions or concerns they may contact the representative who reached out to them.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:  According to the city of Mesa Arizona Ordiance 6-15 it clearly states that the alarm company (in this case vivint) must provide a copy of the the permit to the customer (in this case me).  I directly asked this question to the installer that set up the equipment and he said he was not aware of any permit.  Reguardless what the post install survey indicated.  The verbal response from the installer stated there was not.  Vivint is claiming that the post install survey MAY REQUIRE.  The installer said other wise and now after speaking with the City of Mesa I found out that it is a requirement under the above mentioned ordiance for them to provide a copy.  So in this case the cancelation is warranted.  Also I would like to point out the refund of $150 as stated in the response by vivint is false.  I have an email stating they were only going to pay $50 for a false alarm and the reason for this is because they failed to update my contact info when I provided it to them.  See the below email from vivint.  Also the $50 dollars that was supposedly reimbursed has never been recieved.  Email from vivint:_________________________________________________________________________...⇄ you requested reimbursement for false alarm charges incurred when emergency services were dispatched to your address. We have carefully researched the incident(s), and have come to an appropriate resolution.We are happy to report that this specific request for reimbursement has been validated. A credit adjustment in the amount of $50.00 has been applied to your Vivint account. We want to remind you that, although we have approved this reimbursement, you are still responsible for paying this amount to your city directly.If you have additional questions about this issue, please feel free to contact us at any time.Sincerely,Vivint Customer Care____________________________________________________________________________...⇄ I responded to the email from vivint clarifying my request and have not heard anything in return and that was back on Jan 5th.  So there statement of refunding my the $150 dollars is a clear lie.I am still requesting $150 either paid to me or the City of Mesa on my behalf to pay for there faulty business practices resulting in fees to me and to be let go from the contract with no early termination.
Sincerely,
[redacted]

August 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Sage B[redacted] Vivint Account #: [redacted] Date of Agreement: March 25, 2009 Date of Addendum:  March 13, 2013       ...

  To Whom It May Concern:I have reviewed the information provided by Ms. B[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. B[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. B[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]

Complaint: [redacted]
I am rejecting this response because: My wife and I did agree to pay for security services absolutely and that isn't have ever have been the issue. The issue is we the customers have been lied to multiple times about promises THEIR sales person made. Vivint has their sales people make promises that will be null and void once the contract is signed because the contract states Vivint wont honor verbal deals made by the sales group in their fine print. I wasn't aware nor made aware of any such fine print. This is deceptive sales and business techniques to pray on customers who want to do nothing but protect their families, these same techniques can be found on some other 3000 complaints against this company along with the fraud alerts of door to door sales happening from companies based out od UTAH for security systems. Additionally the uninstall and reinstall times and business were completely flip flopped, vivint showed up to install my system at the old house which was to be removed and vise versa. During the uninstall the technician blew the existing door bells transformer and I currently nonoperational and nothing has been done to fix it. This has nothing to do with our abilities to pay the monthly fees, this has everything to do with the deceptive sales nature, the misrepresenting of facts and procedures and trying to bully customers into thinking they have no recourse. I will not accept the status quo and wont be lied to, deceived or bullied. For these reason I want my contract terminated without penalty, and I have no problem speaking publicly on this matter maybe then all complaints will have a voice..            
Sincerely,
[redacted]

November 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 27, 2017           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. The Vivint Door Lock has been removed from Mr. [redacted] billing account. Additional, I credit has been applied to Mr. [redacted]’s billing account in the amount of $50.00. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer