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Vivint Smart Home Security Reviews (5262)

June 20, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 20, 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] via email in an effort to resolve her concernsVivint confirms that Ms [redacted] discussed cancellation of her Agreement shortly after installation of the system in her home As such, Vivint is willing to offer Ms [redacted] cancellation with return of the equipment, or may discuss alternate resolutions at this time as Ms [redacted] desires She may contact Vivint’s representative directly to discuss resolution of this matter.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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] Though I have not yet received the check, upon doing so I will consider the matter closed Sincerely, [redacted] ***

April 18, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: May 7, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint records support Ms***’s statementsHer written Notice of Cancellation and final payment have been receivedDue to human error the account was not correctly cancelledThis has been corrected and Ms***’s Agreement has been cancelled as requestedShe has no further contractual 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

April 24, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: 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 Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] alleges that he had complications with Vivint’s equipment that were never resolved Mr [redacted] further alleges that Vivint continued to charge him for service, and that he revoked Vivint’s access to his bank account Mr [redacted] desires a refund Vivint’s records indicate that Mr [redacted] notified Vivint of equipment complications on July 17, 2013, and a service appointment was scheduled for July 23, At that time, the alarm panel was replaced Mr [redacted] continued to have complications, and another service appointment was scheduled for October 16, At this visit, Vivint determined that equipment from a previous alarm system was causing the complications, and, although Vivint is not liable for a third party’s equipment, Vivint offered to replace it with all new equipment Mr [redacted] declined this offer, and stopped paying his monthly monitoring fees after July As such, the account was cancelled due to non-payment on December 31, 2013, and was transferred to an outside collections agency.At this time, in an effort to assist Mr [redacted] , Vivint will agree to forgive the past due balance and remove the account from collections Mr [redacted] has no further obligation to Vivint No refund is warranted, as Mr [redacted] did not pay for service since notifying Vivint of complicationsIf 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]

April 8, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: August 24, 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 and has had multiple technician visits Ms [redacted] further states that she now has a different alarm system installed She desires a history of how many times technicians have come to her home, and she desires cancellation of her Agreement without penaltyVivint’s records show that a technician was dispatched to Ms***’s home on October 10, to replace the door lock, and on May 16, and June 25, to replace sensor batteries and reconfigure cameras On March 10, a technician was dispatched to the home, but Ms [redacted] had another system installed and just requested a list of what was not working Ms [redacted] signed an Agreement with Vivint on August 24, 2013, representing that she agreed to an initial term of forty-two (42) months and a monthly fee of $ [redacted] during that termCancellation of the Agreement without penalty is not warranted at this time; however, to assist Ms [redacted] Vivint will waive the remaining ten (10) months of her Agreement and will cancel the account, effective immediately 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: ###-###-####, attention Department – LegalSincerely, Nathan *W***

February 21, 2017Revdex.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 Vivint has not fixed her products which are under warranty, and that she has requested cancellation of her account many times but that Vivint continues to bill her for service and is contacting her to demand paymentMs [redacted] desires for her account to be cancelled and no further contact from VivintVivint’s records show that a technician was dispatched to Ms [redacted] ’s home on January 25, and that her door lock was repaired at that time Ms [redacted] ’s Agreement and service were cancelled on February 19, She will not be contacted further by Vivint At this time, Vivint will also send a check in the amount of $to Ms [redacted] , to refund the last monthly charge of February 15, (invoiced before the account was cancelled).Vivint’s records further show that Ms [redacted] signed an Agreement on February 20, 2013, in which she agreed that service would continue month to month after the initial term of forty-two (42) months, unless cancelled in writing no later than days before the next renewal term (Vivint Purchase and Services Agreement, Section 2.4) A written notice of cancellation was provided by Ms [redacted] on January 20, 2017, and her account was invoiced for the $trip fee (for the service visit) and the last monthly services fee in February Pursuant to the 30-day notice, Ms [redacted] ’s service was cancelled on February 19, 2017.Vivint apologizes for any hardship or inconvenience that Ms [redacted] may have experienced during this cancellation process Ms [redacted] has no further obligation to Vivint, and she may expect her refund check in the mail in 7-days.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

December 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 6, To Whom It May Concern:I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mrand Mrs [redacted] in an effort to resolve their concernsVivint’s records indicate that this matter has been resolved to Mrand Mrs [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***

Complaint: [redacted] I am rejecting this response because: A repair estimate from [redacted] in the amount of $plus tax was faxed over to Marissa H [redacted] and she stated that standard installation rates advertised by [redacted] are $99-$(which is for a basic alarm with minimal equipment), so they are only willing to give me $I have window contact, keypads, smoke/fire detectors, motion sensors, glass breaks all of which need to be reconnected and $does not cover itI would like the $so I can have my alarm up and running as it's been two months now without the alarm and smoke/fire detectors Sincerely, [redacted] ***

May 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 22, 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 has not received a refund of the monies she paid to Vivint Ms [redacted] desires a refund of $ A representative from Vivint has recently been in contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that a refund in the amount of $is being sent back to Ms [redacted] as a check on May 16, Vivint was waiting on the final approval of the remaining $to be refundedVivint has agreed to expedite this process and provide her with a tracking number once the check has been mailMs***’s account is cancelled, and she has no further obligation to VivintIf 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***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:We pay per month, and not $I have two cameras in which I had to pay for, which was more than $they are offeringI just had a service tech come out last week, and both cameras are still not workingI would like to be refunded the FULL amount I had to pay for the camerasAlso, when they remove the doorbell camera, they need to replace it with another doorbellI have all my billing statements if neededI have been paying just for monitoring, which is a rip off in itself Sincerely, [redacted]

August 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’s complaint she states that her Vivint Sales representative used unlawful sales tatics and pressured her into signing her System Purchase and Service Agreement (“Agreement”)She states that her Agreement was forged and unaware of the terms of the AgreementMs [redacted] desires cancellation of her Agreement without penalty and an apology from Vivint.Vivint’s records indicate that prior to the installation of any equipment; Ms [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 to confirm the terms and conditions of the AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on July 12, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of sixty (60) months She also represented that she would pay a monthly monitoring fee of $each month during that term Further, Ms [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s Sales representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Ms [redacted] ’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement In an effort to resolve this matter, Vivint will agree to cancel Ms [redacted] ’s Agreement once the Vivint equipment is returnedVivint apologizes for any inconvenience this may have causedShe may return the equipment herself to: Legal North West, Provo, Provo, UT or she may contact a Vivint legal assistant to schedule an appointment for a technician to pick up the equipment 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***Chief Compliance Officer

August 23, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 25, 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 has moved from the residence where the system is installedHe further explains that the sales representative informed him that in the event that he moves, he would be able to cancel his account; however, he has been unable to cancel his accountMr [redacted] requests that Vivint cancel his account A representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsAlthough Mr***’s account is still within its term, Vivint has agreed to immediately cancel his account without penaltyMr [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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

January 5, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 30, 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 satisfactionVivint has agreed to cancel Ms***’s Agreement upon the return of the equipment which was installed in her homeIf 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***

Complaint: [redacted] I am rejecting this response because: I am waiting on documents from my attorney's office: [redacted] , Nashville Tn This company has already told me they intend to charge me for another monthI suppose this letter means otherwiseI will be in touch when I receive my documents from my attorneyLike I said before , they told me the alarm has not been working at all and has been disconnected for at least the past yearI may also go by the house and get a notarized statement from the current owners if I need toI found this info out because I questioned whether or not the current owners were using the alarm while I was paying for itVivint said no Thank you, Sincerely, [redacted]

April 12, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 19, 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 signed up for Vivint in and believes the account should be cancelledHowever, Vivint continues to bill her for the serviceMs [redacted] desires the cancellation of the account without penaltyA representative of Vivint has recently attempted to contact Ms [redacted] in an effort to resolve her concernsAt this time, Vivint is willing to cancel Ms [redacted] without penaltyVivint’s records show that on July 19, 2010, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Mr [redacted] regarding his alarm service on February 19, Mr [redacted] represented that he was interested in extending the term of his agreement in exchange for a lower monthly rate Based upon this representation, Vivint offered a thirty-six (36) month extension to which Mr [redacted] agreedIndeed, Vivint read the following statement, after which Mr [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 VivintDespite the above information, in resolution to this matter, Ms [redacted] has no further obligation to Vivint She may contact Vivint’s representative if he has any further questions or concerns.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***

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Jennifer H [redacted] Vivint Account #: [redacted] Date of Agreement: June 30, To Whom It May Concern:I have reviewed the information provided by Ms H [redacted] and appreciate the opportunity to respondIn her complaint, MsH [redacted] alleges that damage was done to her home during removal of Vivint’s equipment Based upon MsH***’s representations, and in an effort to resolve this dispute, a representative from Vivint’s home damage department has contacted MsH [redacted] and is arranging for any necessary repairsAt this time, this matter is in progress and a resolution will be reached to MsH***’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: [redacted] , attention Department – LegalSincerely, Nathan *W***

August 3, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Billy A [redacted] Vivint Account #: [redacted] Date of Agreement: June 25, To Whom It May Concern:I have reviewed the information provided by MrA [redacted] and appreciate the opportunity to respondIn his complaint MrA [redacted] alleges that damage to his home had occurred when the Vivint system was removed from MrA [redacted] ’s homeMrA [redacted] desires repair of the damages.A representative from Vivint has recently contacted MrA [redacted] in an effort to resolve his concernsVivint’s Home Damage department is currently working with a contractor of MrA [redacted] ’s choosing to reach the best resolution possibleI would advise MrA [redacted] to contact Vivint’s Home Damage department for an update on his caseIf 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***

March 10, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 18, To Whom It May Concern:I have reviewed the information provided by Mrs [redacted] and appreciate the opportunity to respondMrs [redacted] states that her window sensors have not been functioning since she had her system installed with VivintThe desired settlement was repair of services In order to assist Mrs [redacted] , Vivint is willing to replace up to six old window sensors from her previous company with new window sensorsA representative has sent Mrs [redacted] his contact information so that she may schedule a technician to come out and replace these sensorsIn addition to replacing these sensor, Vivint is willing to add a credit of $to her accountFor further information, Vivint’s records indicate that following the installation of the equipment, Mrs [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important detailsOur records show that Mrs [redacted] completed the required Post-Installation Survey on January 18, During the recorded Post-Installation Survey, Mrs [redacted] represented that she was satisfied with the installation of his system In addition, Mrs [redacted] ’s signed Purchase and Services Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that she may request a service visit (Sections 5, 12) Vivint did not receive any notification of sensors not working until October of A refund of $would warranted since this was first time Mrs [redacted] had notified Vivint of any issues with her systemIf 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***

May 8, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 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] alleges that she was promised her final payment to Vivint would be refundedAfter 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 A representative from Vivint has contacted Ms [redacted] , in an effort to resolve these concernsVivint will refund Ms [redacted] her final payment, in the amount of $*** 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, [redacted] * [redacted]

May 22, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, Date of Addendum: December 19, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states that he sent in a notice of cancellation to Vivint, but Vivint continued to withdraw money from his accountHe claims that he was unaware he agreed to renew the Agreement and is requesting a refund of $79.98, as well as immediate cancellation.At this time, Vivint is willing to waive the extension of the Agreement and cancel the account once a death certificate for Ms [redacted] is provided.Vivint’s records show that on May 8, 2008, Ms [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of sixty (60) months Unfortunately, Mr [redacted] did not sign the agreement and is not listed on the accountVivint cannot cancel the account without authorization from the contract signer or documentation that the contract signer is unavailableIn resolution to this matter, Vivint agrees to cancel the account once the required documentation has been providedMr [redacted] may send this information to Legal Assistant Rebekah B [redacted] at rebekah.b [redacted] @vivint.comIf 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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