Vivint Smart Home Security

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]

March 31, 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 3, 2008           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. On March 31, 2017 Vivint issued a refund in the amount of $44.99 to the Master Card on file ending in [redacted]. 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]

July 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: Doug C[redacted]  Vivint Account #: [redacted]  Date of Agreement: April 25, 2015        To Whom It May Concern:In his rebuttal, Mr. C[redacted] alleges that Vivint’s field service professional did not provide adequate service, and as such Mr. C[redacted] had to call in to Vivint’s Customer Care department to resolve his concerns. Mr. C[redacted] desires an additional $100.00 credit on top of the downtime credit Vivint has previously offered.   Vivint values and appreciates Mr. C[redacted]’s feedback about his field service experience. Mr. C[redacted]’s feedback has been submitted and the appropriate action is being carried out. Vivint’s records confirm Mr. C[redacted] was able to resolve the concerns over the phone with Vivint’s Customer Care. Prior to Mr. C[redacted] appointment with a Vivint field service professional, a Vivint representative reached out to Mr. C[redacted] in an effort to resolve his concerns. This representative also followed up with Mr. C[redacted] after the scheduled appointment to ensure any addition concerns were taken care of. Mr. C[redacted] account was credited three months of service for system down time. Vivint would like to assist Mr. C[redacted] further in regards to his additional concerns; Vivint has applied an additional month of credit to Mr. C[redacted]’s account.  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]

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

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

October 7, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 1, 2015            To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint Ms. [redacted] alleges that she was promised a free move by her sales rep. Ms. [redacted] desires a free move of her system. Vivint will honor Ms. [redacted]’s promise for a free move. I would advise Ms. [redacted] to call into Vivint to schedule a time for a technician to come to her new home and install her security equipment. This installation will have no cost. However Vivint will require Ms. [redacted] to remove her main panel and take it with her to her new address or schedule a time for a Vivint technician to remove the main panel from the address that it is located and take it to her new home, this appointment will also have no fee. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. A business representative will be coming out on Nov 28th to pick up the new purchase equipment. Vivint has also agreed to cancel my account completely and refund  my $[redacted] with know obligations or penalty fees. Vivint has also agreed to remove the +$500.00 amount that has been in dispute since January 2015. I am satisfied with this agreement, but I will not be satisfied until I received a written notification from Vivint stated this agreement preferably before November 28th 2015
Sincerely,
[redacted]

I responded to this complaint and then she submitted a rebuttal saying the same thing that I already responded to. She is not a customer and wants a different set up price. Her credit is not satisfactory so there is nothing we can do to get her a cheaper price. Thank you, Megan P[redacted] • Legal Assistant [redacted] • 801.229.7818simply smarter • vivint.com4931 N. 300 W. Provo, UT 84604    The information in this e-mail is for the use of the designated recipients only.  This email is considered confidential unless otherwise indicated and may also constitute an attorney/client communication or attorney work product subject to copyright or constitutes a trade secret, and therefore, is privileged and confidential.  If you are not an identified recipient of this e-mail, you are instructed not to review it or any attachments, to immediately permanently delete this e-mail, and are further directed to not disseminate, forward or copy any information from this email or any attachments.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I find it regrettable that this was the only way to get this business to make the situation right.
Sincerely,
[redacted]

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]

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Teresa B[redacted] Vivint Account #: [redacted] Date of Agreement: June 07, 2011           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]

November 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: October 24, 2015         To Whom It May Concern:In his rebuttal, Mr. [redacted] rejects Vivint’s previous response, and is requesting his door be replaced. Vivint maintains its stance in regards to Mr. [redacted]’s complaint. Vivint has asked for their Home Damage department to reopen Mr. [redacted] claim, and review the offer made. Records indicate a representative from Vivint’s Home Damage department has attempted to contact Mr. [redacted] on November 12, 2015, but been unable to reach him. Mr. [redacted] may contact the Home Damage representative if he has any addition concerns regarding the account. 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

May 18, 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/11/2011            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: [redacted], attention Department 160 – Legal. Sincerely, [redacted]. [redacted]

December 14, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 12, 2015          To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges that he no longer trusts Vivint and would not like to upgrade his internet service to accommodate the cameras that are part of Vivint’s system. Mr. [redacted] desires cancellation of his Vivint agreement without penalty.  Vivint maintains its position that cancellation of the Agreement without penalty is not warranted at this time, pursuant to Mr. [redacted]’s duties under the signed Agreement and his representations to Vivint that he understood those duties.Vivint has waived the past due balance on Mr. [redacted]’s account in the amount of $[redacted], to assist him at this time.  If Mr. [redacted] is not willing to work with his internet provider so Vivint’s cameras can work at his home, Vivint is willing to send a field service professional to Mr. [redacted]’s home at no charge, to downgrade the package and remove any equipment that is not able to be used. This downgrade would reduce Mr. [redacted]’s monthly monitoring rate accordingly. I would advise him to call Customer Loyalty at ###-###-####, if he would like to accept this offer and 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

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

January 6, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 20, 2014          To Whom It May Concern:In his rebuttal, Mr. [redacted] alleges a system that causes false alarms nullifies the contract. Mr. [redacted] desires the cancellation of the account without penalty. Vivint maintains its stance in regards to Mr. [redacted]’s account. Mr. [redacted] completed a telephonic Post-Installation Survey and stated he was satisfied with the installation of his system. In addition, Mr. [redacted]’s signed Purchase and Services Agreement which outlined his commitments to Vivint. In section 3 labeled ‘Our Limited Liability’ is states, “We do not warrant that the system will always detect, or help prevent, any burglary fire, hold-up or any other such event.” As stated in Vivint’s previous response, it is the customer’s duty to inform Vivint about any technical concern with equipment. Vivint’s records indicate the service visit on October 5, 2015 resolve the technical concerns with Mr. [redacted]’s system. Should Mr. [redacted] require any addition service visit, Vivint remains willing to waive the cost of one service visit for Mr. [redacted]. Cancellation without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his Vivint agreement prematurely, he may pay off the remaining balance on her account – currently $[redacted]; however Vivint will take 40% off the payoff amount, bringing it to $[redacted]. If Mr. [redacted] wishes to take advantage of either offer, 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 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

March 3, 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 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 has been resolved to Mr. [redacted]’s satisfaction. n appointment is scheduled for March 17, 2017.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