Vivint Smart Home Security

January 26, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
July 7, To Whom It May Concern: I have reviewed the information provided by Mr*** and appreciate the opportunity to respond. In his complaint, Mr*** states that he and his wife had a negative sales experience, damages from installation of Vivint systems in both of their homes, and negative customer service experiences when requesting cancellation of their Agreement Mr*** desires cancellation of the Agreement without penalty and removal of Vivint’s equipment from his home At this time, Vivint agrees to cancel Ms*** ***’s Agreement, effective immediately The equipment installed in the ***s’ home belongs to them and they may use or dispose of it as they see fit.Vivint’s records indicate that Mrand Ms*** notified Vivint of electrical problems following installation in their new home, and Vivint settled this claim with Ms*** by hiring an electrician and then compensating the ***s for additional damage Vivint was not notified of any problems with the sales representative or the installation at the time of sale in 2014.Ms*** *** signed a Purchase and Services Agreement and also participated in a telephonic Pre-Installation Survey upon installation of her Vivint system, in which she represented that she understood and agreed to the initial term of sixty (60) months and the monthly monitoring fee of $each month, plus applicable taxes, during that term Ms*** is still within the initial term of the Agreement, and as such cancellation without penalty is not warranted at this time.Despite this information, Vivint agrees to the above resolution Ms*** 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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: ***
I am rejecting this response because:
I have had multiple technicians respond to fix the issues over the yearsI have been at my current residence for less than a year and had a technician here alreadyI’m not sure why your records indicate otherwiseSame problemsDifferent homeYour equipment is not compatible in my homeThe technician told me this as well as the phone assistants for your companyI’m already working with a partial systemEven that doesn’t workI’ve been told it can’t be fixedThere isn’t a place set up for your equipment to be installed properly and therefore will never work properlyThis is a new homeI cannot continue to rework my work schedule to be told this yet againYou’re trying to slap a bandaid on a bleeding arteryAgainI’ve been through this scenario so many times with failed recovery that this is my last resortThere are too many conversations to count that I’ve had regarding this issueI do not want to do this yet againThis is why I am reaching out to resolve this once and for allI want no part of your companyI want to be released from the contractI have held up my end and you have notI have paid for services I repeatedly have not receivedRepeatedlyYou have broken our contract agreementPlease remove your equipment from my home and cancel all “services” I am paying for yet not receiving.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me with closing the account and the refund being issued.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Vivant is taking no responsibility for loosing my bank statementSo we will see what the Arizona Attorney Generals Office has to say about thisLiers is all this company is
Sincerely,
*** ***

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: Elisabeth Q*** Vivint Account #: *** Date of Agreement: June 17, To Whom It May Concern: I have reviewed the information
provided by MsElisabeth Q*** and appreciate the opportunity to respond. In her complaint, MsQ*** alleges that damage was done to her home during removal of Vivint’s equipment Vivint’s records indicate that MsQ*** notified Vivint of this damage, and that Vivint’s Home Damage department has opened a case for review A representative from Vivint has recently attempted to contact MsQ***, in an effort to resolve these concerns At this time, Vivint is awaiting documentation from MsQ***, to proceed in reviewing the incident If MsQ*** will provide Vivint with images from this incident, her request will be further reviewed 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:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThank you for your assistance in the matterIf the terms are not upheald, I will possibly seek further assistanceGreatly appreciated
Sincerely,
Jesse J***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThis is satisfactory only in the since that there is no way to fight a company such as thisThe money I would have to spend to win, which I'm sure I would, is more than what it's worth to meThat is the problem with companies such as VivintThey know that most of us cannot afford to fight themIf they can sleep at night knowing what they do then far be from me to worry about it.Thank you Revdex.com for your help, I do appreciate it
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because their service tech has come out many times and also were there last weekAsking me to call customer service, they cannot even help in anyway and regret to say the service is the worst I have come acrossRather have someone from corporate who can make instant decisions
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The reason I’ve alread statedI’ll add they will only repetitively say the day the same thing denying the same thing because throughout this situation they have only proven to that thier call center does not add notes to an the accountThey didn’t even say how many techs and the number of days it took them to install system because they have no record or accountability of thier people or it add validity to my complaintI will continue to dispute the issue as it appears in my inbox.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: They offer to refund $and the issue NOT mainly the money but their billing practices after they are informed in writing with a termination noticeIn addition, their consumer service issue ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I still believe that Vivint has misrepresented their product and in reviewing this with my attorney, feel that they had given us information, mis-installed, and did not install all equipment at least by there sale rep and installerWe also feel that the clause in the contract should be removed as it is requiring testing that may not be able to be complied withI am still requesting refund of all money paid to the end of this complaint that I have spent, $for missed work and stress caused by vivint, but will for go the reimbursement of my stolen pistolI d not feel that Vivint is making in effort to end this complaint and I amI have given numerous list of things that either were not installed, installed incorrectly, not function as we were told and continue to have to put time into this
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I appreciate being released from the contract (one of our requests due to terrible service), however, we are still owed $that was auto-deducted on October 20, ($149.97), and February 20, ($49.99), from our bank account for service that was supposed to have been deferred. These charges occurred because Vivint customer loyalty did not sthe deferment correctly and our account was incorrectly chargedIn November 2014, Vivint employee "Alex" admitted it was not scorrectly and promised we would receive $in payments of $and $99.98- as a refund, NOT a credit to our account for future or past services (we were not behind on payments prior to the deferment) We never received those refunds On March 19, 2015, I spoke with Vivint employee "Bryce" and he apologized for us not receiving any refunds, for deferment not being scorrectly again, and that we would receive our previously owed $AND an additional $due to another incorrect charge on Feb 20, We were told our contract would be extended as part of the deferment and we gladly accepted that. On August 5, 2015, I spoke with Vivint employee "Marcus" who also stated we would receive that refundWe never did. On November 18, 2015, I spoke with Vivint employee "Niles" who said he would email Garrett O*** and ask him to process our refund and send us a check in the mailWe have never received that.As of Dec 06, 2015, we have not received any refunds. We are not disputing being under contractWe are not disputing the extension to the contract terms due to defermentWe are simply asking for Vivint to return the money they incorrectly took from our account during the time we were supposed to be on deferment, and that was promised to us by Vivint employees.The additional $that was deducted from our personal bank account occurred during a time we were under contract, were out of deferment time, but did not have service in our home because we could not get accurate information or assistance from Vivint customer loyaltyWe would have had equipment installed in our home if we had been receiving quality customer serviceIf Vivint does not want to refund this portion ($151.64) they owe us months of free service.Ripping up our contract does not excuse Vivint from refunding us the money and/or service we are owed and were promisedVivint has violated the contract.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Cynthia A***

Complaint: ***
I am rejecting this response because:the family assistance offer should be offered longer then what was given I didn’t not get a chance to come up with the funds to pay it I explained to themit was around Christmas holidays and I was a bad time to accept that offer
Sincerely,
*** ***

I accept
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactoryy to me
Sincerely,
*** ***

Complaint: ***
The business asked for the address of the premiseIt was *** *** *** *** *** *** ** ***
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the business offered no remedy to the situation.
Sincerely,
*** ***