Vivint Smart Home Security

June 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 8, 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. It has been agreed that Vivint will cancel the account once the system has been pulled. An appointment to return the equipment has been scheduled for June 12, 2017. 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 21, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 18, 2016            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 is in the process of being resolved to Mr. [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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

August 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Kerri W[redacted] Vivint Account #: [redacted] Date of Agreement: October 6, 2014                 ...

       To Whom It May Concern: I have reviewed the information provided by Ms. W[redacted] and appreciate the opportunity to respond. In her complaint, Ms. W[redacted] alleges to having equipment complications with her security system that have not been resolved, and that she lives a significant distance from the premise where the alarm is.  Ms. W[redacted] desires cancellation of the Agreement without penalty. Vivint’s records show that Ms. W[redacted] signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Vivint Field Service Professionals have been dispatched to Ms. W[redacted]’s home to address these equipment concerns, most recently on August 20, 2015. A representative from Vivint has recently contacted Ms. W[redacted], in an effort to resolve her concerns.  Vivint has agreed to offer a trial period to Ms. W[redacted], during which time she will not be charged for service.  If, after this period, the system continues to have complications, Vivint will consider Ms. W[redacted]’s request for cancellation of the Agreement without penalty.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 2, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 9, 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. This matter is in the process of being resolved. If Mr. [redacted] or Ms. [redacted] has any further concerns, they may contact the 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

June 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: June 3, 2016           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] by phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is in the process of being resolved to Mr. [redacted]’s satisfaction. A check has been issued and sent for $106.49 and should arrive 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

Complaint: [redacted]
I am rejecting this response because:after looking into it my secondary panel is still sold at $150.00 online. So is the panel that vivint wants to put in and cost only 42.00. The second panel does not alert you whether the system is armed or disarmed and with the secondary panel on the second floor you can not hear the  main panel. I also believe it is not Vivints place to tell me  to bring technology into the master bedroom to make the system work the same way I have been using it for 5 years.If vivint at the very least they should refund what the cost of the panel was at the time of the systems install, purchase another online and install. Vivint also points out about the service call fee. The tech came out to tell me he is not familiar with the old system it should be replaced but he had nothing on his truck that worked with the old system and call vivint for an upgrade. My panel has not been replaced or fixed with a panel of the same functionality.
Sincerely,
[redacted]

January 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 3, 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] alleges that Vivint did not allow him to place his account on hold, and he was advised by an electrician to enter his home after Mr. [redacted] had turned over the key. Mr. [redacted] desires the cancellation of the 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 July 2, 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. Vivint policy states that an account cannot be placed on deferment unit the account is active for at least a year. As such Mr. [redacted] was not placed a deferment while he was moving his system. Due to Hawaii state law when Vivint technician is dispatched, a licensed electrician must be on site as well. However this electrician is not an official employee of Vivint. Vivint cannot control what this electrician advises a customer to do. However Vivint records indicate that his system was successfully pulled on October 8, 2015. Vivint attempted to install his system at his new home, but Vivint was unable to confirm the appointment after multiple attempts to contact Mr. [redacted] so the appointment was cancelledCancellation of the account without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $[redacted]; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 25%, bringing the total payoff amount to $[redacted]. Alternately, if Mr. [redacted] choosing to continue his service, Vivint has agreed to apply a credit worth three months of his monthly monitoring fee. If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him 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]

February 6, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 11, 2017          To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. 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.  Vivint’s records indicate that Vivint sent Ms. [redacted] a Release & Settlement Agreement on January 24, 2018. This Release & Settlement Agreement stated: This letter is in response your communications with Vivint, Inc. (“Vivint”) in regards to the HVAC invoice and high energy bills on or around today’s date and shall confirm the offer extended by Vivint. Upon receiving a signed copy of this Release and Settlement Letter Agreement (“Letter Agreement”), Vivint will send you payment in the amount of $150.00.Ms. [redacted] has not yet signed Vivint’s This Release & Settlement Agreement.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 27, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]          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 her credit has been attached to a Vivint account that is not hers and that her credit has been negatively affected by it. Ms. [redacted] requests help in resolving this issue.A representative from Vivint has recently contacted Ms. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter is being 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

Complaint: [redacted]
I am rejecting this response because: Your company expects non customers to track down the location of its equipment and then expects them to contact their customers for them, and to do the work for their employees for free.  I believe slavery was abolished many years ago and that laws were put into place to prevent this.  I believe a company should know where their equipment is installed and that the installation address and the address on file should be the same.  It is very sad when a company has no clue where they have installed their equipment and how to figure out where their equipment is installed.  What's even worse is that the company then expects the non customers to solve these problems for them. Unfortunately it still gets worse is that there is no compensation for the harassment done to a non customer.  This just really makes me wonder how they treat their customers and they are guarantying for me to bad mouth them every chance  I get.  This company has major issues and no clue what a true apology is and once again has left me cleaning up its messes.
Sincerely upset,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I will not pay for another system to be installed the technician did not follow his protocol and I won’t be responsible I will just forward Vivint’s information to my landlord when I move to cover the damages made because I will be taking my equipment when I go and they said they never gave written permission to install any equipment and Vivint will be responsible since I am not the home owner and you must have prior written permission to install or make any changes to a property when it’s not owned by the said customer. In addition why would I be going through all of this if the technician had not done it without my me knowing? It’s fruitless for me I could just take the equipment I have and move. But the technician did in fact take the equipment and throw it away. This is shameful and I will make sure that every chance I get I will tell people to never use vivint they have absolutely horrible customer service! 
Sincerely,
[redacted]

November 3, 2017Revdex.com of Central and Northern Alberta16102 100 Ave Edmonton, AB T5P 0L3 RE:  Consumer Complaint Case #: [redacted]       Complainant: [redacted]       Vivint Account #: [redacted]     ...

 Date of Agreement: March 30, 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 that she has had equipment complications since the system was installed, and that Vivint has not resolved these problems. Ms. [redacted] desires cancellation of her Vivint agreement without penalty.  A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns.  Vivint would like to ensure that Ms. [redacted] is able to utilize her system as intended, and will send a field service professional to her home at no charge.  Vivint agrees that cancellation of the Agreement without penalty may be warranted if Vivint is unable to repair or replace equipment to decrease false alarms. Vivint’s records indicate that Mr. [redacted] signed an Agreement for this service, with an initial term of sixty (60) months and a monthly services fee of $49.99, plus any applicable taxes, during that term.  This Agreement states that Vivint cannot warrant that the system will always operate, and that it is the customer’s duty to notify Vivint of any problems.  Ms. [redacted] has notified Vivint of problems, but a technician has not been sent to the home since April 17, 2017.Although cancellation of the Agreement without penalty is not warranted at this time, Vivint agrees to the above resolution.  Vivint’s representative is looking for an appointment for a service visit within Ms. [redacted]’s availability.  Ms. [redacted] may contact this representative directly 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because: First of all I’m not aware of a two-month credit that was offered to me. That’s not what my complaint is about. I know with Vivint it’s about the money, not customer service.
My concerns are the security of my outside perimeter to my business. I do not have a clue what Vivint can do I know what they can’t do, they can’t hook up to the speaker, they can’t get cameras to working in my other building and from my understanding; they have no way to secure my outside perimeter. None of this was disclosed to me when I sat down with the salesrepresentative and explained in detail what I need for my business and was told this would not be a problem. I need a security system that works.
At this point I am not trying to get out of the contract just want Vivint to do what they promised, not an after-the-fact sorry was not able to do the things your previous alarm company did. If I knew that was the case I would have stayed with my previous alarm company.
I’m not sure that the prequalifying interview was for my business or our home. I’m thinking our home. Either way, I’m not satisfied with the results at my business. If I cannot work this out with Vivint I will file a complaint with the Tennessee Attorney General. I hope this will not be the case, and we can get this matter resolved. Its simple have one of your representatives come out to my business and solve the problem. Don’t send a technician who will only refer me back to the sales representative.
Sincerely
Frank E[redacted]

February 14, 2018       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 9, 2011             Date of Addendum: May 31, 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 does not recall extending her agreement. Ms. [redacted] requests that Vivint cancel her account.   At this time, Vivint is willing to cancel Ms. [redacted]’s account without penalty.   However, Vivint spoke with Ms. [redacted] regarding her alarm service on May 31, 2016.  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 forty-eight (48) 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-eight 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 mentioned, 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

August 4, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Karen C[redacted] Vivint Account #: [redacted] Date of Agreement: July 30, 2007 Date of Addendum:  January 30, 2015       ...

  To Whom It May Concern:I have reviewed the information provided by Ms. C[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. C[redacted] via email, in an effort to resolve her concerns. Vivint’s records indicate that this matter is being resolved to Ms. C[redacted]’s satisfaction.  Ms. C[redacted] may contact this representative if she has any further concerns or questions.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 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   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. In his complaint Mr. [redacted] states that he has been unable to resolve equipment issues with Vivint due to him not having his verbal password. Mr. [redacted] desires a refund for months paid while unable to access his account. Vivint’s records indicate that Mr. [redacted] set up his verbal password with his installing technician. Since there in not an email for Mr. [redacted] in Vivint’s systems the verbal password must be sent by mail to his home. Vivint has sent a copy of his verbal password to his home as of the date of this letter. Without a verbal password Vivint cannot assist a customer due to the necessary security required to keep a customer’s account and information confidential. Mr. [redacted] may call into Vivint to resolve any equipment concerns he may have once he has received his verbal password. A refund of monies paid to Vivint is not warranted 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

February 5, 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: October 13, 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. 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]

February 15, 2017       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: July 25, 2009                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In his compliant, he explains that Vivint stopped monitoring his service without notice. Mr. [redacted] requests cancellation of his account and a refund of $49.99.   At this time, Vivint has agreed to immediately cancel Mr. [redacted]’s account without penalty. Additionally, a refund of $49.99 has been issued and will go back into his account within 7-10 business days.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliace Officer

Complaint: [redacted]
I am rejecting this response because:I have talked with Vivint phone representatives several times, and I told them i'm not 100% certain where we will be moving. We think we may be moving out of the country, but we are not certain. The only resolution i'm wanting is a cancellation of my contract without penalties, because I was deceived when signing up for Vivint. I was told lies and the sales rep knew I would've never signed up for the long term contract, because I kept telling him we are planning of moving out eventually. If we do stay within the United States, I have absolutely no use for Vivint anyways, especially after the deception we have gone through with this company. 
Sincerely,
[redacted]

April 11, 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 20, 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 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: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]