Vivint Smart Home Security

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, I want to add to the record that I phoned Vivint on Friday, June 30, to get the status on my Space Monkey Device I spoken with a Vivint Customer Supervisor James(RECORDED PHONE CALL) And per my request he advised me that the Space Monkey was sent for delivery a couple of days ago and I should receive it over the weekend or the week of 7/3/ "He did not however provide the TRACKING advise for the Space Monkey?" Nor, did he provide me with information on it" if my previous Space Monkey had been downloaded to the new device?" He also could not provide a FSP scheduled to install the Space Monkey unit until the arrival He promised me that he would email the SPACE MONKEY/Smart Home for the request of information that would help me Over the weekend(provide that I was not home due to the holiday July 1-2, 2017) I received the Space Monkey Device in a box on my porch I opened the box and the device was packed neatly (but the ONCE ADVISED SPACE MONKEY WHICH WAS NOTED TO BE ON BACK ORDER PER VIVINT) was either USED OR REFURBISHED The unit was dirty on the bottom/sides and scratches Let me add that my my original was BRAND NEW FROM THE BOX AND PROVIDED BY VIVINT"S VERY OWN FSP(Field Specialist Person) in January This device was not a NEW SPACE MONKEY device as advised to me as I have been told that for the reason of waiting of MONTHS along with the downloading time Although Vivint provided a Space Monkey device they lied about the condition and NEVER told me that I would be receiving a REFURBISHED OR USED device Today July 3, I have phoned Vivint and spoken with Luciano P*** and I told him of the condition of the device that I received He agreed that the device was unacceptable, and apologizedI had trepidation of connecting this unit based on the condition of the unit along with having to have waited months for a Space Monkey unit He told me that in the notes provide from the Space Monkey/Smart Drive that the device had been downloaded with my previous images from the original device He assured me that the devise should be workable and ready for usage And he gave me step by step instructions on how to connect the Space Monkey Device On the initial power up of the device the Space Monkey gave off a RED light Which Luciano said was not a good sign However, we re-powered the device and the prompts were in working range of order Luciano P*** was excellent in assisting me on the installation of the unit And made the finalization of the Space Monkey a better experience for me It is unfortunate that a new customer or any customer for Vivint to have to go thru this amount of measure just to receive SATISFACTORY service Vivint had been lying to me regarding my Space Monkey and has had a terrible customer relations Vivint has poorly executed this process terrible, they have a lack of communication with the Space Monkey/Smart Home Department And NO FOLLwith the customer On that note I finally have a working device As for MrNate BWilcox on the Credit of 226.98, that was credits issued over the time period from January 11, till June 22, That is because the unit was not installed by the 3rd party installer back in October 2016(because he did not provide a router for the device and the panel box) Also the device was defective and did not operate( last playback image was from March 15, 2017) So, therefor that is all on the responsibility of Vivint Not the customer And for the $credit that was for lack of service (installation not completed on the initial from October 2016) that were being paid for monthly, cancelled appointment without notice(GoodWill), and not having the device(months) Vivint has not done anything exceptional that was not due based on their lack of services This ordeal has been very frustrating and ultimately left my home unsecured with no recorded, intermittent video feeds for over monthsVivint needs to get their corporation together and work on the opposition of order in their corporation For now the REFURBISH and Used Space Monkey is operating in order as of July 3, at 10:35am with help of MrLuciano P*** Which he was professional and extremely helpful in the conclusion of this process He is the only positive experience that I have gathered from all of this I hope that Vivint will learn to take better care of their customer if they want to retain them or for future referrals And I hope the no other customer including myself would have to file with The Revdex.com in the future to apply pressure on Vivint for their lack of coorespondence with customers
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and as long as they actually come next Saturday to remove their equipment and no longer charge me monthly $59.99, I find that this resolution is satisfactory to me
Sincerely,
Shari H***

The customer service rep was on the phone with me during the time that the tech says that he was hereIf he knew the cameras were down & did not work correctly why wouldn't he call like the customer service rep placed in the note prior to him supposedly arrivingThe doorbell works & had he ring it the app would have made me aware of him being there, but he necer cameI spoke to a neighbor who is always outside, and he says he didn't see anyone eitherYou referred to the last visit and disregarded the other undocumented no call or show visits.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***I am rejecting this response because:In the response from Vivint, it claims I censored the supporting documents showing the time and date we requested cancellation. This could be because I "highlighted" it , and when I faxed it it didn't come throughI also sent a copy of this cancellation to Revdex.com as additional support information because the Revdex.com site didn't have room for this material. If Revdex.com will review the supportive information package I sent them, they will see plainly that a request was made and sent on Aug 7, 2017.Sincerely,*** ***

Complaint: ***
I am rejecting this response because:
I see we are not coming to an agreement were this company is still failing to accept responsibilities for there actions that they played in this situation I would be glad to give back all of vivints equipment and go else where because I don't think I want to even stay with a company that would treat a customer like that all I ask is that all costs be waived I think what I was asking for in the previous complaints were really reasonable but now there saying to return both glass breaks I will gladly give everything back to get you all of my backIf these things can take place then this matter will be gladly resolved
Sincerely,
*** ***

June 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: June 15, To Whom It May Concern: I have reviewed the information
provided by Ms*** and appreciate the opportunity to respond. In her complaint, Ms*** alleges that she had multiple alarms where the police were dispatched due to an incorrect contact number being on fileShe further explains that she has been billed for these alarms by her local municipalityMs*** requests that Vivint reimburse these alarm fees Vivint’s records indicate that when the alarms occurred at Ms***’s residence Vivint’s monitoring department attempted to establish communication via the security panel in Ms***’s home to verify the legitimacy of the alarm eventIn each incident there was either no response, or a correct passcode could not be given and following Vivint’s operating procedure the police were dispatched and emergency contact numbers were calledAdditionally Section of the agreement which Ms*** signed states, “If a alarm fine or penalty is charged to us, the Center, or you by any government agency or third party, you will pay for the charge.”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***

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
Thanks for your helpIt has been resolved to my satisfaction*** ***
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
This is to inform you that my case ID *** against Vivint has been resolved in full as of today, October 20, Vivint hasrefunded all monies, $today and has since removed all it's equipment and made suitable restoration to my property.Thank you for your professional handling of my case.Respectfully,*** ** ***
***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the service provided by Vivint has been consistently an issueThe purpose of the system is to provide safety for my home as well and efficiently of the furnaceNeither of these things have been consistently providedAsking me to pay a significant few to cancel and service that does not work effected and has not been provided in the manner it was advertised is unacceptable.
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,
Chloe M***

Complaint: ***
I am rejecting this response because: only because I have asked for their response in writing that I have no further obligations to Vivint and will not be billed for any further amountsThank your for your help.
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 do have proof of multiple correspondence efforts, even though they've only claimed one instance, but I accept the lowered rate of $of per monthI will continue to reach out to Vivint with my issues, as my camera is not loading again this morning.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***I do not renenber such "DETAILED" telephone call. If the noted price had been stated in the telephone call, I would NOT have agreed to the installation.r

Complaint: ***
I am rejecting this response because: You have totally ignored the part that I said I called your company in March of and asked your customer rep what I needed to do to cancel my contract, and she responded back to me that there was nothing I needed to do because my contract was expired already, at that time I had told her that I wish not to have any services from Vivint and she stated that there is nothing further I needed to do, she never once told me that I was put on a month to month basis and she never told me that I had to send in a written letter. As you stated I been with vivint since and I know my contract had ended for a while so if I was trying to get over on you I would ask for a whole year of refund, I am asking only for those months that you took my money without any consent and after I had called to tell your customer service rep that I wanted my services discontinued. It is not my fault that you customer service rep gave me the wrong information or does not know her job. I also had never received a letter or a notice not once from vivint saying that I was behind for months because again in my mind I thought you guys had discontinued my services as was requested in March. I also had changed my bank account number and you still managed to go into my account without any consent and keep pushing my old card number through so many times till my bank released the money to you and you took out months of payments in May then one in June and one in July which again you had no consent to take my money out. I called your company times and your contract/ billing department is one of the rudest people that I have spoken to, so then I emailed your company trying to solve this problem and they responded saying that basically they wont help me in so many words. So please do not tell me that your company reached out to me trying to help me, they only reached out after I called several times and I emailed times and only received one response. Like I said my contract has been canceled and in March I called and didn't want your services anymore and your company not only lied to me but also stole money out my account after my card number was changed and you at that time had no authorization to take my money out without speaking to me first and me giving you consent to take money out my new card, like I said never received a bill or a letter nor any messages stating that I was late for payment or my there was a issue with my account. I got a call this past Saturday from someone in vivint trying to collect my money because I have put a stop on that card now, and he was rude and said I needed to pay and as I told him that I am not paying your company and stop trying to take money out, your company is stealing money from people and lying to consumers. As I stated in my previous complaint I just want a refund back from those months that you were not authorized to use my bank card due to the fact the card number was changed and you didn't have it on file and you took it upon yourself to keep pushing and pushing the old card through as my bank has told me.I would like to resolve this issue and have my money forwarded back to me.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have no recollection of the recorded survey. The salesperson indicated that the contract would be for a total of three yearsHe then wrote in "42" months in the contract without my knowledgeI did not notice this change until much later when I tried to cancel the agreement in the first part of 2015. I request proof of this recorded survey if they have it.
Sincerely,
*** ***

September 8, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
June 26, To Whom It May Concern: I have reviewed the information provided by Ms*** and appreciate the opportunity to respond. In her complaint, Ms*** states that she has been trying to cancel her account since July but that Vivint will not send her a final bill so she can pay the remainder of her Agreement and cancel it Ms*** desires cancellation of her Agreement and a final bill sent to her At this time, Vivint agrees to cancel Ms***’s Agreement and waive the remaining months in the initial term Ms*** will only be responsible for the past due balance of $(the past months of non-payment) I have updated the billing address so it is the same as Ms***’s address as shown on this complaint Ms*** should now receive a bill in the mail for the past due amount of $127.98.Vivint’s records indicate that Ms*** signed a Purchase and Services Agreement on June 26, with an initial term of forty-two (42) months and a monthly services fee of $63.99, plus any applicable taxes, during that term Vivint has received notices of cancellation from Ms***, but as she is still within the term of her Agreement, her account has not been cancelled.Vivint agrees to the above resolution and apologizes for any undue delay or misunderstanding in this cancellation process Ms***’s account is cancelled and she will not be responsible for the remaining months of her Agreement She should receive a bill in the mail in October for the past due balance of $and will be responsible for that amount. 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 We requested proof of the recorded consent for extending contract and it was never providedWe don't remember ever agreeing to extendIn conclusion we are free of any debt to Vivint resulting from this so called extension.
Sincerely,
*** ***

January 12, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
August 20, 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 paid $to an HVAC company to have his Vivint thermostat repaired and eventually replaced with his previous thermostat He states that Vivint offered to reimburse him for the repair, but advised that he would need to sign a settlement document in order to receive the reimbursement Mr*** does not want to sign this document, and he desires a billing credit of $ At this time, Vivint will apply a credit of $to Mr***’s billing account to cover monthly service fees.Vivint’s records indicate that Ms*** *** notified Vivint of issues with the thermostat on November 29, 2016, while the HVAC technician was already at her home Ms*** again contacted Vivint on December 6, and asked for reimbursement for a bill from the HVAC technician Although Vivint was not notified first when the thermostat had problems, Vivint agreed to reimburse Mr*** the $160.00, and when these kinds of damage claims are settled Vivint requires a Release and Settlement letter to be signed by both parties to document the settlement Mr*** has refused to sign this document and as such, Vivint has not sent him the settlement check.Despite this information, Vivint agrees to the above resolution A credit of $has been applied to the billing account, and Mr***’s Home Damage claim will be closed.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:
The Vivint complaint number #*** is marked satisfied, however it is not!! They have lied to me times by letter, by phone and emailthey agreed to reimburse me the money for service while I had no serviceI have yet to receive the reimbursement from Vivint Home SecurityI have phoned Vivint asking why the money was delayed and the Brandon representative told me there was an error and would send it immediately the third timeI would have to wait another two weeks when I have already been waiting weeksUnfortunately I have to open a new complaint. I still have not received the money could you please follow this up for meI prefer to communicate by phone please contact me at *** *** thank you *** ** ***
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 meSomeone just contacted me via email, I have reviewed all information and find it satisfactory
Sincerely,
*** ***