Vivint Smart Home Security

Complaint: ***
I am rejecting this response because:This matter has not been resolved.This past weekend we received via US mail an invoice from Vivint billing us for the amount of $593.30.Previous balance listed- $575.30, late fee $18.00, totaling $Invoice is dated 1/24/(Statement faxed to MrW*** and Revdex.com-Ms*** 2/5/18) So, no credit to my account, as was stated.y husband and I went to our bank again today, no reimbursement for the amount initially withdrawn by Vivint on our account on 1/5/for the amount of $has occurred.PPFCU (bank) provisionally (because the bank fraud unit is involved) refunded us the amount in dispute, and the OD's caused by same unauthorized withdrawal until Vivint returns the fund to the accountThen they will withdraw said amount to make the bank whole.) am saddened to still be dealing with this a month into my request/notification of this mistakeMy husband and I now want to cancel our home security system with VivintAs customers for nine (9) years, we do not feel appreciated and have lost faith in the companyVivint has our banks' money, and now Vivint is billing us for that same moneyNo new upgrades or product has been provided .Thank-you, *** ***
Sincerely,
*** ***

Revdex.com:
Matter resolved to our satisfactionThank u
Sincerely,
Quentin L***

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. I have sent in the information that was requested by vivintVivint has indeed sent the full buy out amount that was initially promised by thier representative
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.
If, like as we agreed, system is repaired now but in the future there is no rapid response to repair (hours at the most), we will cancel without penalty. Also, if the system keeps failing to work after repair visit, cancellation without penalty applies
Sincerely,
Luis ***

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 ***I will accept this offer despite the fact that your company refuses to hold its associates responsible for their actionsI STILL have not received a call from any one of the people who promised to call me back.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Today I had an incident where the equipment failed againSomeone rang my doorbell, and I could see him; however, I could not hear him and was unable to communicate with himWhen I called your customer service, the only option they could offer me is to have a technician report againThis would be a fifth time that a technician will be at my home
Sincerely,
*** ***

September 8, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
July 14, 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 cancelled his Agreement within the Right of Rescission period, but that Vivint’s installing technician cut wires to his previous alarm system and now Vivint will not repair the damage Mr*** desires to have his previous alarm system repaired at Vivint’s expense Vivint’s records indicate that Mr*** notified Vivint of this damage, and Vivint’s Claim Resolution department has been working with him to restore his previous alarm service Vivint’s representative was advised by the previous alarm service provider that installation of a system costs between $and $ As such, Vivint offered Mr*** $to cover re-installation of a system with his previous provider Mr*** declined this offer Mr***’s signed Purchase and Services Agreement with Vivint states that “any costs incurred to repair pipes, wires, or other obstructions shall be your sole expense and responsibility.” (Section 6) Nevertheless, Vivint remains willing to compensate Mr*** for the cost of re-installing an alarm system with his previous provider (up to $200.00) To accept this offer, Mr*** may contact the representative in Claim Resolution who he has been working with.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

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:In his response, MrW***, did not address the issue I am having with Vivint. The issue, as he perceived it, is that I called multiple times to cancel my account without penalty. This is not what I indicated in my my letter. The issue is that I have called on multiple occasions to have have the system in the home we sold turned off. Despite being told it was done, we still receive notifications every time the alarm goes off, and the current home owners have no way of disarming the system. On multiple occasions we have been told that it will be turned off, have had people on the phone say that they just turned it off, have had people tell us it can't be turned off, and on one occasion was told that someone could talk the homeowners though taking the system out of the home on their own. When we receive a break in alarm, or a fire alarm, we feel responsible for trying to figure out the issue, and have added stress of not knowing what is going on in the homeThe request to cancel our contract without penalty came from months of phone calls, dishonest employees of Vivint, and zero help with the issue we have. Since my last phone call with Vivint, just a couple weeks ago, I have received more notifications from the system inside the home, this is after once again being told that the system was shut down. On average I spend about 20-minutes per phone call with Vivint, trying to explain the issues and find resolution. I understand MrW*** position on the contract, but after months of continually dealing with dishonesty and stress related to alarms, we would like Vivint to reconsider allowing us to discontinue our contract without penalty. Again, its difficult to use a service that I cannot trust, particularly a security service Additionally I would like a concrete solution to the security system in the home we sold. The current homeowners should not have to deal with alarms they cannot shut off, or visits from the police and fire department for no reason. Thanks to Vivint for responding to my earlier messageI know that is not always the caseWe just want to resolve this issue and put nearly a year of frustration behind us
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: there is no mention of reimbursement of penaltyWhich should be reimburse due to their neglect to be able their equipment being faulty when monthly checks were done
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:We return their call from Katie on July 7th and left a message with the legal departmentThey did not call us backWe also received another call from their accounting department, saying we still owe money, but had an email from us back on March the that we cancelled.So, nothing has been resolved
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because the two resolutions they offered violate the Fair and Deceptive Trade Act In addition the offer to move my equipment when I do not own the home anymore, and haven't for over a year, does not even make logical sense No wonder they have such a poor Revdex.com rating! They cannot treat cheat consumers out of money and misuse their bank account information and get away with it!
Sincerely,
*** ***

November 13, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: January 24, To Whom It May Concern: I have reviewed the information
provided by Ms*** and appreciate the opportunity to respond. In her complaint, Ms*** states Vivint has refused to cancel an account which was primarily used by late father and continues to invoice her for the account. Ms*** desires cancellation of the Agreement without penalty. A representative from Vivint has recently attempted to contact Ms*** in an effort to resolve her concerns. Vivint’s records indicate the account at *** * *** * ** is listed as Ms*** ***’s accountMr*** *** was never listed as an account holder or user at any timeAs such Vivint has kept the account activeAt this time, Vivint is willing to review Ms***’s account for cancellation if further documentation can be providedVivint would ask Ms*** to contact Vivint’s representative directly for details as to the documentaries Vivint would need in order to review the account for cancellation. 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:Nothing I did was wrong or inappropriate The matter was handled extremely unprofessionallyAs such I intend to end services with Vivint as soon as is feasible for my family if this is the route you choose to take Additionally negative reviews of the company will be left on numerous websites
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I was unaware that an activation fee had been charged to meI verified these charges over the weekendAs an active duty servicemember who received PCS orders and moved service to my home in FL, I don't think I should have been charged a service fee eitherThe $would have been acceptable if not for the activation fee partAs I mentioned earlier I called in to verify the charges and the person at Vivint also thought it odd that I was charged an activation fee, but the Moves department was closedI also spoke to the installer and he told me that he was going to be local; Vivint has hired a local technician which eases my concerns about supporting their systemI'm ready to be done this whole affair, credit my account for one more month of service and we can call it good
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 meI was told by the legal department that I would receive an e-mail with the exact details of our conversation within 24-hours but I have not received it to date, outlining the cancellation of my contract, refund of my last payment and no further liability on my part. I appreciate your help in this matter
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
I thank the Revdex.com who managed to get the attention of the Vivint company and resolve the matter in the positive way to me as that was impossible to get through to them without you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:The contract was NOT clearly explained to me as you previously claimYou were not sitting at my kitchen table when the representative over promised and under deliveredI was verbally told by the salesman that if we no longer owned the residence that we would not be subjected to the terms of this contractHe reassured that Viviant "deals with that all the time" and was very easy to work withIt is becoming painfully obvious that this is not the case. Furthermore, do you record you calls? If so, I would strongly encourage you to review the call on April 28thWhen I called in to cancel the contract I was informed that the sales representative gave me incorrect information and I was not able to cancel itI clearly stated that I sold the home and was moving outThey gave me the options of deferment, installing it in a new residence or finding someone to take over the accountNot ONE (of the three people I spoke with) told me that I needed to have the equipment removed from the house or incure a fee to have new equipment installed in another homeThe first I am hearing of this is through your response to my complaintYour technical department actually instructed me on how to disable it so it wouldn't workWhy did no one mention that I needed to take the equipment? As I stated many times, I no longer own this home and dont have access to itThis is just another example of what a dishonest company Vivint isTrying to squeeze extra fees and surcharges out wherever you can. The people that purchased my home said that you offered them a rate that was much higher than the $*** you are citingThey also complained of the horrible customer service they experienced while attempting to do the transferThe were experiencing exactly what I have been going through the past three months dealing with VivintI can't be held responsible for your poor customer service, long hold times and inconsistency of information. We also found out during the inspection that our fire alarm was not working properly due to the "sensors" your technician installAbout an hour after the system was installed it started loudly beeping telling me the fire alarm was not communicating correctlyI called the technician who said he was too far away to come back and would send someone elseAnother man arrived and "fixed" the fire alarm within about two minutesA few weeks later I receieved our letter from Vivint confirming the installation of our features we noticed that the fire alarm was not checkedI promptly called in and expressed my concerns that it had been disabledI explained that prior to the installation our smoke detector was very sensitive, however once your system was installed it would not go offWe even attempted to make it go off several times and it wouldn'tI wanted someone to take a look at it because I believed it was installed incorrectly and I was concerned about the safety of my homeShe said that they could sent a technician out but I would be charged for thatWhen I questioned why I would be charged when you installed it incorrectly causing a major safety concernShe said that was the policy and would not budge on the fee for the technicianPlease check your records, you'll find evidence of my multiple calls in concerning this as well. Based on your poor customer service, faulty equipment and overall dishonest sales tactics I am willing to offer you $1,to dissolve this contract immediatelyI feel this is more than generous offer and I just want to put this issue to restIf not I will continue to fight thisYour company has made so many errors that I don't think it will be difficult to prove your incompetency as a home security company.
Sincerely,
Courtney ***

Complaint: ***
I am rejecting this response because:The appliance adapter that does not work was never tested only the alarm system itselfHad I known before hand the contract was months I would have never agreed to itEven trying to remove the appliance adapter that doesn't get used because it doesn't work is a fee and a waste of money monthlyYour records should indicate that it has never been in useBeing a busy person I am away from home often and don't have time to sit home all day waiting on someone to come byI can send the device back to you guys and you can remove the charge from my account without the fee that I was lied to aboutThe only useful thing about this whole system is being able to adjust my temp while awayDropping a monthly charge by $is unacceptable and a slap in the face and still does not resolve my issue
Sincerely,
*** ***