Vivint Smart Home Security

Complaint: [redacted]
I am rejecting this response because of Vivint's breach of contract.  They did not fulfill their obligation of a continuously functioning security system to include a functioning doorbell and doorbell camera.  Since they did not fulfill their contractual promise on several occasions (for the span of multiple weeks each time), it is justifiable for me to request an end to our contract.
Sincerely,
[redacted]

June 16, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted], [redacted], and [redacted]Date of Agreement: May 7, 2016 To Whom It May Concern:I have reviewed the information provided by...

Dr. [redacted] and appreciate the opportunity to respond. Dr. [redacted] believes that Vivint acted fraudulently in April 2015 when she moved her system from Arkansas to Texas. Dr. [redacted] states that she believed Vivint would move the system without any new commitments and only recently learned that she entered into a new contract for four years. Dr. [redacted] is adamant that she did not intend to enter into a new contract and requests cancellation of all her Vivint accounts.Please note that the account for Camden, Arkansas (S-[redacted]) is already closed. The account for Kendall, Texas (S-[redacted]) is automatically renewing on a month-to-month basis and can be cancelled at any time by providing thirty days’ prior written notice. If Dr. [redacted] insists upon cancellation of the account, Vivint will close it immediately without penalty.As for the account in Bexar, Texas (S-[redacted]), Vivint apologizes for any confusion Dr. [redacted] experienced in moving her system. When she contacted Vivint in March 2015, Dr. [redacted] should have been referred to a Vivint move specialist for assistance. Instead, she was incorrectly directed to Vivint’s Inside Sales department and a sales representative completed the transaction as a new sale/account. This was done in error, and Vivint apologizes for its mistake. Upon learning of the error, Vivint closed the Camden, Arkansas account and refunded all payments Dr. [redacted] made toward that account after her move date.Had Dr. [redacted] been correctly transferred to the Moves Department, she would have been given two options: (1) sign a new forty-two month agreement and Vivint will install all new equipment, including the most current security panel, or (2) bring the existing security panel from her home and pay a one-time $99.00 move fee. In April 2015, Vivint effectively completed option one by installing new equipment in Dr. [redacted]’s home and providing the forty-two month agreement, which Dr. [redacted] signed.Based upon her representation that she did not intend to extend the term of her Agreement, Vivint is willing to retroactively offer move option two. If Dr. [redacted] will pay the one-time $99.00 move fee, Vivint will allow the Alarm System Purchase and Services Agreement dated December 28, 2012 (“Agreement”) to govern. Under the terms of that Agreement, Dr. [redacted] has fulfilled the initial term and may cancel at any time, without penalty, by providing thirty days’ prior written notice. Dr. [redacted] may contact my assistant, Angela W[redacted], to finalize the resolution of her account by calling ###-###-####, or emailing: [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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

February 13, 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 18, 2011             Date of Addendum: August 7, 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 has relocated due to medical reasons. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint is willing to cancel Ms. [redacted]’s account without penalty.   Vivint spoke with Ms. [redacted] regarding her alarm service on August 7, 2014.  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-two (42) 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 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

June 23, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Clara B[redacted] Vivint Account #: [redacted] Date of Agreement: August 01, 2013           To Whom It May Concern:I...

have reviewed the information provided by Ms. B[redacted] and appreciate the opportunity to respond. In her complaint Ms. B[redacted] alleges that her mother is leaving the location that the system is installed and has been unable to cancel the agreement. Vivint’s records indicate that a representative has recently attempted to reach out to Ms. B[redacted] to discuss the terms of the agreement. This matter is in the process of being resolved to Ms. B[redacted]’s satisfaction. I would advise Ms. B[redacted] to contact Vivint at 1 [redacted] for further information on this case or contact the representative working with Ms. B[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because: I returned the call to Madison B[redacted] 2 days ago, left a message and have not heard back from her. 
Sincerely,
[redacted]

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]

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,
[redacted]

September 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: August 8, 2016           To Whom It May Concern:I...

have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] explains that he has experienced and issue with the equipment. Mr. [redacted]’s desired resolution is cancelation of the contract. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. In an effort to help Mr. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Mr. [redacted] will allow a Vivint technician to come to his home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Mr. [redacted] wishes to pursue this resolution or if he has any questions or concerns Mr. [redacted] may contact the Vivint representative that reached out to him 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

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]

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

October 30, 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, 2008           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 he has any further questions or concerns, he may contact Vivint’s 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

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

May 5, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: September 18, 2015           To Whom It May...

Concern:I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint Mr. [redacted] states that his alarm system was never registered with his county and that it is Vivint’s responsibility to register our alarm systems in his county. Mr. [redacted] desires a credit applied to his account for not having an active alarm permit. Vivint agrees to place a credit to Mr. [redacted]’s account for eight months of service, due to him not having an active alarm permit. Vivint is responsible for registering our alarm systems with Baltimore County, MD. Vivint will pay for the registration fees and mail the appropriate documents to the county office. It is the customer’s responsibility to make sure that their alarm system has been registered and the appropriate documents have been sent by Vivint. Mr. [redacted]’s alarm system is in the process of being registered with his county to provide him with an active alarm permit. Vivint agrees to the above resolution and apologizes 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]

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

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

June 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: August 31,...

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 has had complications with her cameras for over a year, and that these issues have not been resolved.  Ms. [redacted] desires cancellation of her System Purchase and Services Agreement (“Agreement”) without penalty and a refund for downtime of her system. At this time, Vivint has applied a credit of $100.00 to Ms. [redacted]’s account, for any downtime of the cameras at her previous home (she made 10 monthly payments and the camera service was $10 per month).  Ms. [redacted] has moved and a Vivint technician installed a system in her new home on June 25, 2016.  Another inspection of the new system was completed on June 29, 2016.A representative from Vivint has recently attempted to contact Ms. [redacted], in an effort to resolve her concerns.  Ms. [redacted] may contact this representative directly if she has any further questions or concerns with her new system.  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]

March 29, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, 2017                   ...

     To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. It is my understanding that Mr. [redacted]’s Vivint security system is properly functioning and that Mr. [redacted] has taken advantage of having Vivint technicians sent to his home. However,  a Vivint Field Service Professional is scheduled for April 3, 2018, to repair or replace Mr. [redacted]’s Vivint repeater. After this appointment, Vivint will not send any additional Field Service Professionals to his home.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]

August 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Kevin D[redacted]  Vivint Account #: [redacted] Date of Agreement: June 21, 2015           To Whom It May...

Concern:I have reviewed the information provided by Mr. D[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. D[redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter will be resolved following an appointment scheduled for August, 22, 2015. 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]

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]