Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because Vivint has not yet addressed their duty to provide continuous security service via the doorbell camera Any lapse in a security service results in a vulnerability that my family cannot afford Vivint has clearly shown that they do not have the operational capacity to keep this continuously working - which is both advertising on the part of the Vivnt sales representative as well as a breach of contract on Vivint's behalf.In my particular situation, I have an elderly mother-in-law with deteriorating Alzheimer's Disease She continues to open the door to anyone who knocks and the crime level in our city is at a concerning level I signed up for Vivint's services due to the doorbell and doorbell camera that helps me monitor who is entering and leaving my house Due to their inability to fulfill their end of the contract, I am requesting cancellation of my account without penalty I will need this resolved as soon as possible so that I may work with another service that can indeed assist my family given our vulnerability.Further, Vivint continues to penalize me by pushing out the visit of a technician I received a phone call from a Vivint representative that I now have an appointment scheduled for February 16th, - and therefore have to wait longer to have this potentially resolved.Cancellation without penalty is warranted at this time Sincerely, [redacted]

Complaint: [redacted] I am rejecting this response because: Nathan, This is utter nonsense, I didn't dream up what your technician told me what the procedure was, I furnished his phone number in the last reply, call him and ask himAgain one more timeDan [redacted] told me it is procedure for the first days He may have said I dont recall for the customer to call him directly when there is a problem It is not my problem or fault that your employee is possibly operating outside of your policy and procedures by telling customers this I understand that it would be optimal for your call center to always be called so this could be documented, unfortunately your employee told me to call him and it ended up being times This in turn made your service unacceptableI can not keep going on having a technician come to my house every week not to mention have to keep erasing your app off mine and my wifes phone and reload it just to make it workThis is not acceptable, you are making me pay for a service that does not work properly I have plenty of video documented proof of all the ghost doorbells going off by them selves, my phone getting a notifications min later after someone rings the doorbellHaving to reload the apps because they freeze upAnd no its not our phone, we both have new phones and it is happening with both phones further you state that your representative has called me backwell guess whatheres the pattern of how your company deals with this........your company calls my cell and I am at work and they leave a message, with in a hour I get a notification that I have a Better Business Beruea complaint response in my e mail I log on and in the response it always says you have called me and I haven't returned the call Well ya you only gave me min to return the call before typing off the Revdex.com Reply and sending it off Pretty misleading, so listen to the attachment of your rep leaving me a voicemail apologizing for returning my call a week laterPretty misleading in your response saying I dont return calls The bottom line is I am not going to keep having a technician come to my houseMy next step will be news channel on your sideand every-time I see your post on facebook I will chime in negatively, Also I am a firefighter in Phoenix and I know a couple thousand firefighters in the phoenix area not to mention a few hundred police officersYou stand to lose a lot more money from me spreading this around than what my contract is worth to youI have had enough of this sillyness on this Revdex.com site as it obviously isnt going to get me anywhere either as your company obviously is more concerned about money than customer serviceI will be contacting the news channel this week hopefully they will come to the house and all show them the video and they will give me an interview, I am pissed and this isnt stopping here, Ill be going down the the court house to see what I can do to protect my credit and will eventually stop paying youput your self in my shoes would you pay for a service that doesnt work and keep letting a technician come out why would I lie about this I gave you his number, I have plenty of money and live in an upscale area its not like I cant afford it and I had a alarm service that was fine with no issues before this before I signed up with youYou havnt heard the end of this by no means but I am not going to keep wasting my time on this site and will be calling the Revdex.com to make sure this case is not cloased [redacted]

January 30, Revdex.com of Utah W S Salt 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 respond In her complaint, she explains that her grandfather, Mr [redacted] , disconnected his service in July of 2015; however, Vivint has continued to charge his account monthly Although not warranted, Vivint has agreed to cancel Mr [redacted] ’s account immediately without penalty Vivint spoke with Mr [redacted] regarding his alarm service on November 14, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his agreement Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr [redacted] agreed Indeed, 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 Vivint Vivint did not receive Mr [redacted] ’s required Notice of Cancellation until August 24, Additionally, Vivint received a check from for the amount of $which was applied to Mr [redacted] ’s account as credit because Mr [redacted] ’s account was not eligible for cancellation at this time due to the extension of his AgreementAll payments from September of through October of came out of this check that was sent in August of However, Vivint has agreed to refund the payments of $that came out of Mr [redacted] ’s checking account in August of and November, December and January of Mr [redacted] will receive the amount of $in his checking account within 7-business days It should also be noted that Mr [redacted] was responsible for assuring that his system was in working condition based off of section of his Agreement in which it states: You will test the System’s protective devices and test signals to the Center in accordance with our instructions at least monthly 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 19, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: Date of Agreement: 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 her name was used to enter into a System Purchase and Services Agreement without her consentMs [redacted] desires her name to be removed from Vivint’s internal systemsVivint has removed Ms [redacted] ’s name from its internal systemsMs [redacted] should not receive any further bills from a Vivint accountVivint apologizes for any frustration this matter may have causedIf 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

Complaint: [redacted] I am rejecting this response because: Unless the contract you have differs from the one we were given section states that Vivint has the right to cancel or suspend the contract for nonpayment and all that jazz, We have been paying for a service that is not working which I am quite sure that you are aware of as you are the "Monitoring company" if the monitoring equipment is not in working order what exactly are you monitoring? You clearly want us to continue to pay for a service to which only your company is the only beneficiary which is great for you, Getting this service was a disastrous mistake on our part but paying for a nonworking service and paying for equipment that does not work and offers us no peace of mind at any moment someone can break in our home and murder my family and I all because the monitoring service we pay for every month is not functioningWe want it out of our home please come and take your equipment and we should not have to pay for it either the service promised was not upheld we do not have peace of mind or safety with a non working monitoring service Sincerely, [redacted] ***

December 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 12, To Whom It May Concern:In her rebuttal, Ms [redacted] alleges that she experienced an issue with her thermostat which Vivint was unable to resolve in a timely matter Ms [redacted] desires the cancellation of her account without penaltyVivint maintains its stance in regards to Ms [redacted] ’s accountMs [redacted] agreed to an initial term of forty-two (42) monthsVivint records indicate Ms [redacted] first contacted Vivint about a thermostat concern on December 8, After attempting to resolve the issue over the phone, the Vivint representative attempted determined the thermostat needed to be replacedAn appointment was scheduled for December 19, 2015, but was submitted to Vivint’s scheduling department to attempt to find a sooner appointmentUnfortunately, no sooner appointment was able to be foundVivint records indicate a Vivint field service professional was dispatched to Ms [redacted] ’s home on December 19, Cancellation without penalty is not warranted at this timeShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $1,749.75, however Vivint will take 40% off the payoff amount, bringing it to $ [redacted] Alternatively, should Ms [redacted] wish to continue services, Vivint is willing to credit her account two months of service for freeIf Ms [redacted] wishes to take advantage of either 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***

December 29, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 29, 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 he was not informed that it would take days for his account to be canceledAs such, Mr [redacted] requests that his last monthly payment of $be refunded back to him.A representative from Vivint has recently attempt to contact Mr [redacted] via email in an effort to resolve his concernsVivint’s records indicate that this matter is being resolved to Mr***’s satisfactionA refund of $has been issued back to Mr***’s checking account that Vivint has on fileMr [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

November 1, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 4, 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 attempted to cancel his account; however, he was told he would have to pay for one more monthMr [redacted] requests immediate cancellation of his account Vivint has agreed to immediately cancel Mr [redacted] ’s account Vivint’s records indicate that Mr [redacted] ’s notice of cancellation on October 27, Pursuant to section of the agreement, the notice of cancellation is to be received at least days prior to the expected cancellation dateTherefore, his account was to be cancelled on November 27, 2016, days from when the notice of cancellation was received Despite the information mentioned, Mr [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

August 23, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 24, Date of Addendum: August 3, 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 does not recall extending the term of his System Purchase and Services Agreement (“Agreement”) over the phone with Vivint, and that he is unable to cancel his Agreement at this timeMr [redacted] desires cancellation of his Agreement without penalty.In an effort to assist Mr [redacted] at this time, Vivint agrees to cancel his Agreement, effective immediately.Vivint’s records show that on May 24, 2008, Mr [redacted] signed his Agreement with Vivint, with an initial term of sixty (60) months Vivint spoke with Mr [redacted] regarding his alarm service on August 3, Mr [redacted] represented that he was satisfied with Vivint’s services and that he was interested in extending the term of his Agreement to keep his low monthly rate and upgrade his alarm panel Based upon this representation, Vivint offered a forty-two (42) month extension to which Mr [redacted] agreed Indeed, 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 this information, Vivint has cancelled Mr [redacted] ’s Agreement and he 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***Chief Compliance Officer

March 3, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 6, 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 satisfactionIf she has any further questions, Ms [redacted] may contact Vivint’s representative directlyIf 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***Chief Compliance Officer

November 9, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, 2015To Whom It May Concern:In her rebuttal, Ms [redacted] rejects Vivint’s previous responseMs [redacted] alleges Vivint has no showed for previous appointment beforeMs [redacted] desires the cancellation of her account without penalty Vivint maintains its stance in regards to Ms [redacted] ’s accountVivint’s records indicate a the prior service appointments Ms [redacted] references in her rebuttal were either not confirmed with Ms [redacted] or the field service professional went to her home and were unable to make contact with Ms [redacted] Repair rather than cancellation is the best course of action with Ms [redacted] ’s accountVivint would like to offer Ms [redacted] a free service appointment to resolve her concernsShould Ms [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $ [redacted] , however Vivint will take 25% off the payoff amount, bringing it 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 – Legal Sincerely, Nathan *W***

November 9, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 23, 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 offered a total of five months of credit that she has not receivedMs [redacted] further alleged that she believed this credits would be applied in time to cover her first month’s service paymentMs [redacted] desires the credit of months of her service payment to be applied to her account and a refund of her installation fee and two months of her serviceVivint’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 confirm the terms and conditions of the AgreementOur records show that Ms [redacted] completed the required Pre-Installation Survey on October 23, During the recorded Pre-Installation Survey, Ms [redacted] represented that she understood and agreed to the initial term of forty-two (42) monthsShe also represented that she would pay a monthly monitoring fee of $ [redacted] each month during that term, and agree to the first month charge to be invoiced after the installation of her systemFurther, 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 relied on Ms [redacted] ’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement Vivint’s records indicate Ms [redacted] ’s account has been credit the five months she is requesting in her complaintHowever, Vivint will not credit Ms [redacted] her installation feeVivint shows an appointment with a Vivint field service professional is scheduled for November 13, 2015.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***

February 19, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 12, Date of Addendum: May 17, 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 attempted to cancel her Agreement, but was told she was still under the AgreementShe does not recall renewing the AgreementShe desires cancellation of her agreement without penalty.A representative of Vivint has recently attempted to contact Ms [redacted] in an attempt to resolve her concernsAt this time, Vivint is willing to cancel Ms [redacted] ’s AgreementVivint’s records show that on August 12, 2010, Mr [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) monthsVivint spoke with Ms [redacted] and Mr [redacted] regarding their alarm service on May 17, Mr [redacted] represented that he was interested in extending the term of his AgreementBased upon this representation, Vivint offered a forty-two (42) 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 thirty forty-two months from todayNo 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 VivintShe may contact Vivint if she 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

November 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 25, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his response, Mr [redacted] states that the payments in question were drafted by Vivint illegallyMr [redacted] requests that Vivint refund these payments.Vivint maintains its position as previously statedVivint did not receive a written notice of cancellation from Mr [redacted] within his three (3) business day right of rescission period and his account was therefore not cancelledUnless Mr [redacted] is able to provide verification that a written notice of cancellation was sent to Vivint in accordance with the instructions on the printed Notice of Cancellation, no refund is warranted.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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

April 24, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondVivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and she 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

February 9, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Mrs [redacted] and appreciate the opportunity to respondIn her complaint, Mrs [redacted] alleges that she has had complication in having a technician come out to upgrade her system Mrs [redacted] desires a refund of all monies paid to Vivint Inc("Vivint"), since October 21, and cancellation of her Alarm System Purchase and Services Agreement (“Agreement”) without penaltyAfter further review, Vivint’s records show that Mrs [redacted] ’s Agreement with Vivint has been cancelled and she has no further contractual obligation to Vivint A representative from Vivint has contacted Mrs [redacted] , in an effort to resolve these concerns No refund would be warranted for this cancellationIf 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***

November 18, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 9, 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 was unaware of Vivint’s 30-day cancellation policy that is written in her agreementMs [redacted] requests that Vivint credit her account for the days that she did not received service Although not warranted, Vivint has agreed to waive Ms [redacted] ’s November payment out of goodwillMs [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

Complaint: [redacted] I am rejecting this response because:It is true that I have been contacted by Vivint and that the situation has been partly resolved However, the issue -- which pertains to equipment that needs to be installed -- has not been fully resolved as I have been advised by Vivint that the promised equipment will not be available for at least another month Accordingly, I have agreed to follow up again with Vivint in early August to see if the promised equipment is available then Until the equipment is delivered or installed, it's inaccurate to say that the situation has been fully resolved Sincerely, Bayardo A***

January 16, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 2, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn Ms [redacted] ’ complaint, she explains that she has experienced issues with the service on her father’s accountAs such, Ms [redacted] requests that her father’s account be canceled and the equipment removed.A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] ’ satisfactionMs [redacted] ’ father’s account has been canceled as of January 16, The equipment is theirs to do with as they see fitMs [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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 28, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: 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 Ms [redacted] and appreciate the opportunity to respondVivint’s records indicate that a Vivint technician was able to resolve the issues with Ms [redacted] ’s thermostat on September 19, If Ms [redacted] is still experiencing issues with her thermostat I would advise her to call into Vivint so we can resolve the issue 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 BW***