Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because: The information provided by Vivent, "Mr [redacted] completed the required Pre-Installation Survey on January 30, 2015" has nothing to do with what I am askingThe service was initiated in 2014, but I never received any type of pre-service survey that they mentionedI was not married at the time and the house was in my name, yet no one gave me this survey or explained any of this as Vivent is saying was the casePerhaps Mr [redacted] entering into this agreement makes it invalid? I was never told there would be $fees to move between residences, nor another $50-$if/when technical support is required to service THEIR equipment.I feel this agreement was entered into fraudulently by this companyThey are lying about not having a correct phone number for meEVERY TIME THE ALARM malfunctions and goes off they call meMy phone number has been the same for the entire time I have had serviceWhen the request was made to transfer the service in December 2015, it took Vivent nearly a month to move itSo again, I 'm paying for service that I did not have on either houseI did not have a choiceI called prior to moving and the representative said it could be done same or next day, in no way did they say I would be without an alarm for about a monthVivient is making it appear as if I was willingly making appointments several weeks outI did not call this company for an entire year that I had serviceThe bill was paid faithfullyIt is not acceptable to charge customers for services you can not provide and can not fix for several weeks at a timeThis is essentially robberyCustomers should not be forced to be in contract when they are not secure and without an alarmVivint should get me out of this contract without penalty and pay for me to get services elsewhereI still am seeking credit for full months of December, January and February and for the inconvenience of having a failed security systemIt makes me very sad that we have an alarm system that does not work and we are not secure at nightOur family members, belongings etc are not secure at any time since the service does not workThis company is a sham and if they can not make it right, I will make sure everyone we know is aware of this poor service, how they treat their customers, and the lies they tell to get you into a contract, the fees they charge for their product failures, their lack of accountability and the deceptive business practices that they use Sincerely, [redacted]

April 13, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 5, 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***’s satisfactionA Vivint technician has been scheduled for April 14, to install a Vivint Outdoor Camera at Mr***’s home free of chargeIf 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 20, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 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 called Vivint to cancel his service in August of but his account remained active and that he was not made aware of his contracted termMr [redacted] desires cancellation of the Agreement and a refund for October’s paymentVivint’s records indicate that prior to the installation of any equipment, Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on May 12, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty two (42) months He also represented that he would pay a monthly monitoring fee of $ [redacted] plus any applicable taxes each month during that term Further, Mr [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Mr [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the AgreementNever the less Mr [redacted] only has one more month left on his contracted term Vivint will cancel his Agreement without penalty and refund October’s payment to the same method that it came fromMr [redacted] 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 – Legal.Sincerely, Nathan *W***

Complaint: [redacted] I am rejecting this response because: the equipment they are allowing me to keep doesn't workMy front door lock won't work from the outside and since they have already canceled my account I can no longer remotely open the garage door so now my daughter doesn't have access to get in or house if my fiance or I aren't home Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because:To whom it may concern:We are rejecting the business response due to some facts that were stated on the letterThe multiple times that we contacted Vivint, they have been rude and not customer friendlyThe "appointment" that was offered to us of May 20th was never offered or mentionedI have records of the phone calls, messages, and emails that Vivint has sent me, not one of the records that we have, mentions the appointment for May 20thThe day we called on Tuesday June 2nd, after all the incidents, we spoke to Britney and Mitch regarding our issues that we were having with VivintMany of the "notes" that they had was informationThey kept blaming us for the missed appointment on May 30th, saying that we had told the installer to "go away" when in fact we had told him that he was in the wrong addressWe feel that Vivint is being fraudulent making themselves look good, when in reality they are robbing their customersWe will not be intimated by this company because they are a big corporation, we feel that we are in the rightAll we are asking for is for them to terminate the contractIf Vivint had apologized from the first time they had made a mistake, we would not have taken this issue this far, but they are turning things around, blaming customers, and treating their customers unfairly all for $We have spoken to other families in our community about our experience with Vivint and we are not the only ones that have had issues with themWe have started the process of filing a small claims in the court of Kern CountyWe feel we have sufficient evidence to show that we have a good case to fightAlso, we have gotten together with the other customers of Vivint that are not satisfied with their service, and contacted the media in Kern County for them do a news segment on Vivint and how many people are unhappy with them One more thing, my wife's name is Maira, not Maria at least they should have the decency to get her name correctly! Sincerely, Reynaldo P [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 I apologize for the late responce,we were on vacation....I accept the response from Vivinit..and the releasing me from the contract..Thank you for your help..Sincerely, [redacted]

May 18, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August/11/ 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 [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: [redacted] , attention Department – LegalSincerely, [redacted] * [redacted]

September 1, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] *** Vivint Account #: [redacted] Date of Agreement: June 30, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that she has experience numerous technical issuesMs [redacted] further explains that she does not remember agreeing to a 60-month agreement with VivintMs [redacted] requests cancellation of her account At this time, Vivint has agreed to immediately cancel Ms***’s account Vivint’s records indicate that prior to the installation of any equipment, Mr [redacted] completed a telephonic Pre-Installation Survey with Vivint’s Account Creation department Every customer must complete this Pre-Installation Survey, and if a customer does not pass the survey, Vivint will not enter into an agreement with the customer and will not install any equipment in the customer’s home The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on June 30, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of sixty (60) months He also represented that he would pay a monthly monitoring fee of $each month during that term Further, Mr [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement Vivint relied on Mr***’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Despite the information above, Mrand Ms [redacted] have 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: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

September 9, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, 2010Date of Renewal: September 15, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] explains that he expressed to Vivint that he wishes to no longer be calledMr [redacted] also states that Vivint will not service his equipment without charging a service feeMr [redacted] wishes to no longer be contacted by Vivint via phone.Vivint’s records indicate that Mr [redacted] was placed on a do not call list on August 30, Vivints records show that by Mr [redacted] signing his System Purchase and Service Agreement (“Agreement”) Mr [redacted] agreed to the followingSection Repair Service:“ During the term of this Agreement, we will repair or service any defective part of the System as follows: (A) What is covered: If you selected Premium Service, then we will, so long as we are providing service pursuant to this Agreement, repair and replace any defective part of the System without charge to youIf you decline Premium Service, however, then for one hundred and twenty (120) days after we complete the installation, we will repair or replace any defective part of the System without charge to youAfter the initial one hundred and twenty (120) day period, we will, so long as we are providing services pursuant to this Agreement, provide a replacement for any defective part without charge, but you will pay a visit charge for each service call at our then-prevailing visit fee, plus any applicable taxes.”Despite the above information, Vivint will agree to service Mr [redacted] system without chargeIf Mr [redacted] wishes for Vivint to service his equipment I would suggest he contact a Legal Assistant at (801) 221-to schedule an appointmentIf 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

June 19, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, To Whom It May Concern: I have reviewed the additional information provided by Mr [redacted] and appreciate the opportunity to respond At this time, cancellation without penalty is not warrantedVivint’s position remains Should Mr [redacted] wish to cancel his agreement prematurely, his payoff amount would be $3,806.53; however, in an effort to assist Mr [redacted] , Vivint is willing to reduce his payoff amount by 25%, bringing the total payoff amount to $2, If Mr [redacted] would like to take advantage of this offer, he may contact [email protected] 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

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is better than the business would give me over the phoneI will accept the offer in order to cut ties with this companyIt's a shame that it requires so many steps to get an account cancelled after being lied to and not provided with all the equipment my package consisted ofThis however is the American way Sincerely, [redacted]

July 18, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 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 is being resolved to Ms***’s satisfactionAn appointment has been scheduled for July 30, to remove the system and Ms [redacted] is sending an email to a Vivint representative in regards to the bank fees.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

April 6, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 6, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr***’s complaint he explains that his system was removed from his home by Vivint and Mr [redacted] wanted to pay of the remaining balance on the account once he got his equipment backAs such, Mr [redacted] would like his equipment returned or his account removed from collections and the remaining balance waived.A representative from Vivint has recently attempted to contact Mr [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionMr***’s account has been removed from collections and remains cancelledMr [redacted] no longer has any obligation to VivintMr [redacted] may contact the Vivint representative who reached out to him directly if he has any 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 8, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] and [redacted] Date of Agreement: August 27, and January 11, 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 was misled by Vivint regarding contract terms of the end of her AgreementMs [redacted] desires cancellation of both of her Agreements without penalty A representative from Vivint has recently contacted Ms [redacted] in an effort to resolve these concerns At this time, Vivint is willing to cancel Ms [redacted] ’s account located in Texas forgiving the final two monthsMs [redacted] declined this offer Vivint’s records show that on August 27, 2011, Ms [redacted] and Mr [redacted] signed a Purchase and Services Agreement with Vivint for their home located in Canada, with an initial term of forty-two (42) monthsVivint’s records indicate Mr [redacted] renewed his Agreement on June 4, By extending the Agreement, Ms [redacted] ’ agreement would not be eligible for cancellation until December Vivint has included a copy of the renewal Agreement in this response for reviewWhen Ms [redacted] called Vivint to request cancellation of her account on June 29, 2016, the end date of the Agreement was entered incorrectly into Vivint’s databaseThis resulted in Ms [redacted] being quoted an end date of After review of the account, Vivint was able to determine the correct end date of the Agreement was December 2016, but given the confusion offered to close the account on September 24, Ms [redacted] accepted this offerVivint’s records further indicate that [redacted] signed a Purchase and Services Agreement on January 11, with Vivint for their home located in Virginia, with an initial term of sixty (60) monthsThis account is not eligible for cancellation until Despite the above information, in resolution to this matter, Vivint has offered to close the account located in Texas without penaltyMs [redacted] declined this offerShould Ms [redacted] wish to cancel her agreement in Virginia prematurely, her payoff amount would be $2,073.66; however, in an effort to assist Ms [redacted] , Vivint is willing to lower her payoff amount by 55%, bringing the total payoff amount to $ If Ms [redacted] wishes to take advantage of either of these offers, I would advise her to contact Vivint’s representative directly.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 12, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 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 reached out to Mr [redacted] to address his concernsVivint believes this matter will be resolved to Mr***’s satisfaction once he has received the check that was sent to him to pay off his previous alarm contractIf 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:I am asking that the survey document or phone call recording be provided to me by sending the file to this email addressI am not interested in spending any more of my time on hold and/or dealing with any of the employees of this clearly unscrupulous companyTechnology exists for this to be a very simple and completely do-able requestAlso, I did not infer that the contract was alteredI stated that the number "42" was written in AFTER the verbal agreement between the door-to-door salesperson and myself for a year (month) contract was discussedI had signed the contract without noticing that the number written by the salesperson was different than what was discussedFrom the first time that I did notice this discrepancy, I have consistently, and will forever continue to, reported my surprise and dissatisfaction with this deceptive sales practice on the part of VivantI am certain that I am not the only customer reporting this same complaintI continue to insist that the contract be immediately cancelled and have alerted both my bank and credit card companies to not accept further ACH charges from Vivant Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is not satisfactory to me I have called multiple times to complain about the service and the product And it upsets me even more to be called a liar Just because you say I did not call does not mean I did not And because of this is why I feel as the company takes advantage of people I was told when I signed up originally that I was paying for the service and any issues I had would be taken care of But now I am told I have to pay for service calls I know Vivint responded with telling me they would waive the service call fee, but that is only because I took the measures I did I should not have to go through these issues to get something taken care of To me that shows lack of professionalism from the company I have spoken to at least people who have had issues as I have with this company and believe they take people Vivnt has not followed through with what the sales man sold me on and this is why I believe I should not be held to the contract The sales man promised great service and any issues would be taken care of as soon as possible But instead the service has been shotty at best and I still have equipment that is flat out a piece of junk Sincerely, [redacted]

February 3, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 27, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respond In her complaint, she explains that she has experienced multiple technical issues with her systemMs [redacted] requests cancellation of her account At this time, Vivint has agreed to immediately cancel Ms [redacted] ’s accountThe return of the equipment is not required; however, Ms [redacted] is welcome to send the equipment to Vivint if she would like 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

May 13, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, 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 has been attempting to cancel his service and Vivint has refused to do soMr [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penaltyMr [redacted] ’s Agreement has been cancelled and he has no further obligation to VivintVivint apologizes for any undue delay in this processVivint’s records indicate that Mr [redacted] sent in his notice of cancellation on May 12, A notice of cancellation will remain on file for thirty (30) days before an Agreement is cancelledNevertheless, in an effort to assist Mr [redacted] Vivint agrees to the above resolutionIf 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***

January 20, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 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 concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] ’s satisfactionAn appointment has been scheduled for the removal of the equipment after which her account will be cancelled without penaltyAdditionally, a refund has been issued and will arrive in the form of a check within 7-business 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 – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer