Vivint Smart Home Security

Complaint: ***
I am rejecting this response because: No one has followed through on what they promised INCLUDING calling me backI took the technician's word that everything was installed correctly because I am not a technician and I assumed that they were being honestClearly this is not importantWhen I initially called (also not addressed) I was essentially told that no one could come for weeksI had to call back timesThat is other than the times I was hung up on. I am stunned that this is acceptable business practice and that the company would try so incredibly hard to keep from having to do the right thingWhen your employees promise something will be done, they should do itIf they don't do it, the company should hold the employees to their wordAt the end of the day good customer service is more critical to staying in business than padding your bottom line
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I would like to confirm that there were no negative markings made towards my credit score and if so they need to be removed
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I would like to be reimbursed for the money I already paid because they did not provide a serviceIf I paid for a service and didn't get it I deserve my money back
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution may be acceptable to me I have been told by Tyler (801-222-5867) that my account will be cancelled and that I will be charged nothing for the removal of the equipment and additionally no additional charges will be applied to my account and it will be closed satisfactory to you and to me Additionally there will be no negative comments or hits to our credit for the termination of the contract
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the business wants to hide what they are doing by ending the relationship instead of addressing the issue of their employee commuting fraudI will see what the Judge Advicate General Officer says and will make a decision within a week.
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 meHowever, the work has not been performed as of yet, I just wanted to note thatThe October Date that Vivint talked about they had the wrong address listed so a new date will have to be foundSincerely, *** ***

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
Thank you for your assistance!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Vivint could have talked to me and explained where the credits were going which the credits went to equipment instead of monthly service.I am still owed a yard sign and lamp moduel at no chargeThere should be no tech charge for this as the tech that came did not have these items on the truck
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The company is claiming that if they can get the "basic" equipment to be functional that I'm to be stuck with a system that is not fully operationalAs I have made clear before they ever put the system in if every component is not fully operational; I am not interested in having any of the system in my homeI want the entire system removed and I want a full refund
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory, but in light of all of the bad reviews this business is gaining behind some of their practices I won't try to fight this any furtherI do appreciate the Revdex.com's assistance in this matter
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, I wouldn't exactly say it is satisfactory, but it's better than nothing
Sincerely,
Jamie W***

Complaint: ***
I am rejecting this response because:While I have been contacted by someone in Vivint's legal department, I still have not received any correspondence in writing or by email stating that my account is current and closedI specifically requested this information in writing because of their previous lack of communication and their previous negligence to my account and billingI also requested that something in writing (with a copy sent to myself) be sent to any credit agencies involved, to clear up any issues regarding the incorrect account.At this point, until I receive written and signed proof that the company has cleared my account and my credit, I do not see any resolution All I have had is a representative call me and promise that I would receive documentation that day via email and by paper mail following a few days laterAt this point, several days after their phone call, I have received nothing that I asked forThis is unfortunately not surprising, considering how long it took for them to realize and accept responsibility for the errorWith the issues that I have had with my account, I do not accept a verbal phone call- I need and very specifically requested documentation in writing with a signature from a representative
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I was advised at the time of signing the contract that I would be paying for the equipment plus monitoring at for monthsThis was not the caseThe equipment was paid in full after months but I continued to pay the same rate because Vivint's contracts and policies are unclear and/or not fully disclosedEven the Vivint representative I spoke to admitted I'd been paying extra "for nothing" and that Vivint had "done [their] initial contracts incorrectly" and customers, like myself, who signed up for the service earare paying the price for your mistakeThat is not fair business practice.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Neither I nor my husband ever agreed to continue to pay Vivint if our service would not work after repeated contact with Vivint to repair itThe information supplied in Vivint's reply was not accurateWe had discontinued service with them and had another security service installed on 6/15/What I had written in my original complaint is still the same
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 Thank you so much!
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 However On 12/7/after I find this complaint I called to Megan P*** attention the most serious concern which she was very nonchalant about I fell and could not get up my Glass Break was triggered but no help came I pressed my medical pendent no help came I must have fell asleep the next day I found myself in bed & little by little put together what had happen I shared this with Megan & and asked if her company would compensate me by putting in a smoke detector and outdoor camera she said "that is not what the purpose of the glass brake" "she did not see a record that the glass break had been triggered & that there was no record that she did not see my medical pendant" The medical pendant was one of the main reasons I opened this account I fell in May in my back yard I asked Megen for the outside camera so the the inside camera (the ping) which now faces the back yard could be moved to monitor me inside by family members which would resolve any additional concerns and actions on my part but as you can see when a consumer tries that resolve important matters they can not be resolved without the help of the Revdex.com
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is somewhat satisfactory to me
I appreciate that they matter is being looked in to and hopefully will not be forgotten or unaddressed
Sincerely,
*** ***

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** *** Vivint Account #: *** Date of Agreement: July 10, 2013To Whom It May Concern: I have reviewed the information
provided by Mr*** *** and appreciate the opportunity to respond. In his complaint, Mr*** alleges that the contract terms on Vivint’s records are not the terms he recalls agreeing to when signing the Agreement, and now is unable to cancel his agreementMr*** desires cancellation of the Agreement with little or no penalty. Vivint’s records indicate that prior to the installation of any equipment, Mr*** 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*** completed the required Pre-Installation Survey on July 10, 2013. During the recorded Pre-Installation Survey, Mr*** represented that he understood and agreed to the initial term of forty-eight (48) months He also represented that he would pay a monthly monitoring fee of $*** each month during that term Further, Mr*** 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 Cancellation of Mr***’s agreement without penalty is not warranted at this time. A representative from Vivint has recently contacted Mr***, in an effort to resolve these concerns Should Mr*** wish to cancel his agreement prematurely, his payoff amount would be $***; however, in an effort to assist Mr***, Vivint is willing to lower his payoff amount by 40%, bringing the total payoff amount to $*** Alternately, Mr*** has been offered a reduced monthly rate of $*** for the remainder of his initial term Lastly, Vivint is willing to reduce the initial contract term by monthsIf Mr*** wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at ***, or he may contact the representative he has been working with directlyShould 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, *** ***

Complaint: ***
I am rejecting this response because: The equipment in my home, installed by vivint, was out of commission and unreachable for an extended period of timeA so-called security company with equipment in a home that they can't reach for so long has failed to perform the service in which they boast to substantially provideWhy should a customer have to be bullied into keeping a service from a company that cannot be performed adequately? This is a service which should provide peace of mind to its customersVivint has failed at that, miserablyFurthermore, the first call made to vivint resulted in a tech coming to my home to inspect the equipment and confirm the equipment was not functioning as intendedOn the call, the supervisor confirmed my account could be closed and my payments refunded once the tech could make the confirmation, which he didI even suggested the transcript be pulled, and the recording of the call be fetchedIt seems Vivint is not willing to take that stepIf these were the measures that were outlined to me, and I cooperated the first time, Vivint should fulfill their endThis is clearly bad businessThere are many similar and foul complaints about poor service from this companyIt seems to be a recurring themeCustomers shouldn't have to suffer for this company's failuresThis is not an isolated case here
Sincerely,
*** ***