Vivint Smart Home Security

Complaint: ***
I am rejecting this response because: there is no proof submitted to confirm their findings that our alarm system was unarmedThey will however have to submit proof at the court hearingPlease note that their response this time around is sparse, with no mention of the police reportWe will proceed with this matter in the philadelphia court. We want to take this opportunity to thank the Revdex.com for their time and supportWe will keep in touch with you about this case
Sincerely,
Denise S***

Complaint: ***
I am rejecting this response because: The agreement does not state that monies have to be paid to cancel if you would like a copy I would gladly send it so you can see for yourself, The Vivint rep also stated that on the phone but when asked where the contract stated monies to be paid we have yet to find that paragraph, neither were we told by the rep that we would have to pay to get out of the contract.It's seems that the contract we have and the one Vivint has is totally different and that is another issue all by itselfWe need this out of our home without paying fees that are clearly not stated on the contract we were issued
Sincerely,
*** ***

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,
*** ***

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
RE: Complaint #***I just received my refund check from Vivint in the mail yesterday, so I would like to consider my complaint resolvedThank you.*** * ***
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,*** ***

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

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,
*** ***

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***

Complaint: ***
I am rejecting this response because: there is no response to the letter that I was instructed to get from my husbands doctor stating that he was disabled and unable to operate the alarm systemI was told to get the letter and send it for special consideration of cancellationI did what they asked and the doctor also provided her telephone number to call her if they had any questionsI then called back the Friday before Christmas and spoke to a lady that said they did get that and that I would need to call back on Tuesday because the special cancellation department was already gone to get this taken care of for meAll of their calls are supposed to be recorded so they can pull all of the calls to verify this information
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,
*** ***

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: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,
*** ***

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

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
What is the date that the service will be canceled?
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 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,
*** ***

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: 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: 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,
*** ***

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