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Vivint Smart Home Security Reviews (5261)

Complaint: [redacted] I am rejecting this response because: Dear Revdex.com,I am following up regarding my complaint against Vivint Home Security due to the fact my issues have not been handled I was informed via the messaging system that the Vivint corp., was not willing to do anything in regards to my complaint and have been unable to contact me I will say again that that is a cop out, I called and spoke to them atleast times and had individuals over to my home times regarding the issue of them not having installed a smoke detector in my home when our service was transfered to my new property At the very least they owe us the difference for months of paying for something we didn't have (smoke detector), and the repairs necessary for our flooring and sub-floor when we had a fire It is not the responsibility of my insurance when we were paying to be notified of a fire from the company that is there to do just that among other things I appreciate your help in this matter.Thank you, [redacted] Sincerely, [redacted] ***

March 15, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 6, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has had complications with her system that have not been resolved due to problems with getting a technician to her home She desires a discount or credit towards her equipment for her loss of time waiting for Vivint’s technicianTo assist Ms [redacted] at this time, Vivint agrees to waive a recent charge for the door lock that was invoiced A credit of $has been applied to her billing account.Vivint’s records show that Ms [redacted] notified Vivint of her equipment concerns and an appointment was scheduled for March 8, 2018; however, the technician did not have the repeaters needed to complete the repair and the appointment was cancelled Vivint would like to apologize for any inconvenience or miscommunication this may have caused A Vivint technician was dispatched to Ms***’s home on March 12, 2018, and it was determined that new power lines would need to be run outside the new drywalled ceiling to get the outdoor cameras working again Vivint is willing to continue working with Ms [redacted] to get the matter resolvedIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

January 23, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 28, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his rebuttal, Mr [redacted] alleges that no one had reached out to himHe notified us via e-mail that he responded to this complaint before viewing his e-mail notifying him of the refundA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

July 1, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Christopher H [redacted] Vivint Account #: [redacted] Date of Agreement: May 2, To Whom It May Concern:I have reviewed the information provided by MrH [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrH [redacted] in an effort to resolve his concernsVivint’s records indicate that MrH [redacted] ’s account will be cancelled without penalty following the removal of the Vivint equipmentMrH [redacted] currently has an appointment scheduled for July 20, Vivint is looking for sooner appointments and will contact MrH [redacted] when one becomes availableIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because:Vivint's second response to my complaint states they have resolved my issue with their company to my satisfaction which was resolved, but then VIVINT again charged me in error for the month of March VIVINT refunded me for the months of December 2016, January and February and informed me they cancelled my account Then March 2, 2017, VIVINT charged my bank account again in error which meant VIVINT did not cancel my account successfully I am requesting a refund for the month of March and for my account to be cancelled for good Sincerely, [redacted]

October 11, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: April 26, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Ms***’s satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

December 15, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 14, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states she had projection lights stolen out of her yard and her doorbell camera did not record the theftMs [redacted] desires for Vivint to install a new outdoor camera free of charge, or the cancellation of the account without penaltyVivint’s records indicate that Ms [redacted] notified Vivint of this theft, and that Vivint’s Alarm Events department has opened a case for review At this time, Vivint is awaiting documentation from Ms [redacted] , to proceed in reviewing the incidentIf Ms [redacted] will provide Vivint with a police report from this incident, her request will be further reviewed Ms [redacted] may email this documentation to: [email protected], or fax it to: (801) 765-5759, for faster processing Furthermore, Ms [redacted] has an appointment scheduled for December 21, to inspect her doorbell camera and its recording settingsIf the doorbell camera is found to have a malfunction, Vivint will replace this cameraIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-attention Department - LegalSincerely, Nathan *W***Chief Compliance Office

April 15, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 27, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal.Sincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because: Ms [redacted] made payments on this service in December 2016; it is her account not mine Sincerely, [redacted]

June 15, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 1, 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 his account was charged for equipment which he did not agree toMr [redacted] requests cancellation of his account and a refund of the cost of the equipment Vivint’s records indicate that updated paperwork was sent to Mr [redacted] to signMr [redacted] did not sign the paperwork within the allotted time period; as such, the equipment was not able to be added to the loan and Mr [redacted] was charged Despite this information, Vivint is willing to cancel Mr***’s account upon receipt of the equipmentAdditionally, a refund of all monies paid will be refundedVivint advises that Mr [redacted] contact the representative who has reached out to him via phone and email to schedule a system removal appointment If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

October 16, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 31, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she had to move from her home and has attempted to have her account transferred to another party, but that Vivint will not release her from the terms of her Agreement Ms [redacted] desires cancellation of the Agreement without penalty Vivint’s records show that Ms [redacted] signed a Purchase and Services Agreement, in which she represented that she understood and agreed to the initial term of sixty (60) months, and that she would pay a monthly monitoring fee of $ [redacted] each month, plus applicable taxes, during that term Ms [redacted] also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, and during this conversation her sales representative indicated that her initial term was approved to be forty-two (42) months As such, I have reduced the term on Ms***’s account to forty-two (42) months, instead of sixty (60) monthsCancellation of the Agreement without penalty, however, is not warranted at this time.Should Ms [redacted] wish to cancel her agreement prematurely, her payoff amount would be $ [redacted] ; however, in an effort to assist Ms***, Vivint is willing to reduce her payoff amount by 50%, bringing the total payoff amount to $ [redacted] If Ms [redacted] wishes to take advantage of this offer, I would advise her 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: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

June 29, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Clara B [redacted] Vivint Account #: [redacted] Date of Agreement: August 1, To Whom It May Concern:I have reviewed the information provided by MsB [redacted] and appreciate the opportunity to respondMsB [redacted] alleges that she called into Vivint and was told that nothing could be done about canceling the AgreementAfter further review, Vivint’s records show that MsB [redacted] had spoken to a representative from Vivint on June 25, 2015, during this phone call cancellation of the Agreement was approved and an appointment for the removal of the equipment has been scheduled for July 07, Once the equipment is removed from MsB [redacted] ’s home the account will be cancelled and a formal letter of cancellation will be sent to MsB [redacted] If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

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, Lois S [redacted]

June 15, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 29, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] state he was led to believe the account was previously cancelledHowever, Mr [redacted] later received a collection call regarding his Vivint serviceMr [redacted] desires for the account to be closed and the collection attempts to stopA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve these concernsAt this time, Vivint is willing to closed and remove his account from collections.Vivint’s records show that Mr [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-two (42) monthsHe also represented that he would pay a monthly monitoring fee of $each month, plus applicable taxes, during that termMr [redacted] contacted Vivint on April 22, 2016, to request the move of his systemDuring this conversation with a Vivint representative, an appointment was scheduled for May On May 11, 2016, the install technician arrived within the appointment window, but notated the service was declined as Mr [redacted] wanted to cancel the serviceVivint did receive a written notice of cancellation from Mr [redacted] on June 1, However, given Mr [redacted] was still within the term of his Agreement his account remained activeVivint records do not indicate an offer of cancellation was extended to MrShupe.Vivint’s records further show that Mr [redacted] stopped making his monthly payments after December As such, the account was cancelled for non-payment on April 27, 2017.Despite the above information, in resolution to this matter, Mr [redacted] has no further obligation to Vivint He may contact Vivint’s representative if he has any further questions or concernsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 25, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respond In his complaint, he explains that he was told he would receive a refund of $399.00; however, he has not received thisMr [redacted] is requesting a refund of $ Vivint’s records indicate that a refund of $has been submitted to go back into his bank account within 7-business daysVivint apologizes for any undue delay or inconvenience this may have caused If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

November 3, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] alleges that her system has not worked correctlyMs [redacted] desires her system to be operational or cancellation of the Agreement without penaltyVivint’s records indicate that a technician has visited Ms [redacted] on October 30, Vivint believes the system issues to be resolvedNever the less if Ms [redacted] desires, Vivint will cancel her Agreement without penalty as long as Vivint can remove the Vivint equipment from her homeI would advise Ms [redacted] to call into Vivint to schedule a time for a technician to remove the equipment if she desires If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal.Sincerely, Nathan *W***

April 29, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 10, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, 2012To Whom It May Concern: I have reviewed the information provided by Mr [redacted] * [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states he received military orders and alleges that he was under the impression that such would be grounds for cancellation without additional chargesMr [redacted] desires a termination of the Agreement and Service provided on the basis of the military policy he understood and paperwork he submitted After further review, Vivint’s records show that Mr***’s agreement with Vivint has been cancelled and he has no further contractual obligation to Vivint A representative from Vivint has attempted to contact Mr***, in an effort to resolve these concerns Should you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] attention Department - LegalSincerely, [redacted] * [redacted]

December 28, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states she has been experiencing equipment concerns that have been unresolved by Vivint given they want to charge $for a service technicianAdditionally, she was initially told her trial period was for days, but later found it was for daysMs [redacted] desires to be refunded for the monies she has paid Vivint, for her agreement to be closed without penalty, and an apology from Vivint A representative from Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsAt this time, Vivint is willing to apply two months of creditVivint’s records indicate that prior to the installation of any equipment; Ms [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation departmentEvery 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 homeThe 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 AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on August 9, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) monthsShe also represented that she would pay a monthly monitoring fee of $each month during that termFurther, Ms [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 AgreementVivint asked if Ms [redacted] understood she had three (3) day to test the system wherein she could elect to discontinue the service with no penalty; Ms [redacted] stated she understood this Right of Rescission periodVivint relied on Ms [redacted] ’s representations to ensure that she understood his commitments to Vivint as outlined in the Agreement In section of Ms [redacted] ’ Agreement, it states, Vivint will send a service technician to a customer’s home for free anytime within one hundred and twenty (120) of the installation of the systemAfter this time frame, a service fee will be invoiced to the customerVivint does attempt to resolve equipment concerns over the phone, however sometimes a service visit is needed in order to resolve these concernsMs [redacted] notified Vivint of her panel be unresponsive on December 19, Vivint’s customer service representative attempted to resolve the issue over the phone but was unable to resolve the concern over the phoneAs such a service appointment scheduled for December 20, The service technician who went to Ms [redacted] ’ noted he had replaced Ms [redacted] ’ panel and did a full test on the systemVivint believes this has resolved Ms [redacted] ’ equipment concernsVivint apologizes for any undue delay or inconvenience experienced during this process If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

March 1, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: February 20, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] states that she has had equipment complications with her security system that were not resolved even after multiple technician visitsShe further explains that she was pressured and lied to by Vivint’s representative at the time of saleMs [redacted] desires cancellation of her Agreement without penaltyTo assist Ms [redacted] at this time, Vivint agrees to cancel her Agreement without penalty, effective immediately.Vivint’s records show that Ms [redacted] notified Vivint of her equipment concerns, and Vivint dispatched technicians to her home on November 7, 2017, December 19, 2017, January 4, 2018, January 10, 2018, January 24, 2018, February 6, 2018, and February 21, Although Ms [redacted] is within the initial term of her Agreement, Vivint agrees to the above resolution after multiple attempts to resolve the issues with her system 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

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