Vivint Smart Home Security

Complaint: ***
I am rejecting this response because we never received a doorbell camera to begin withWhen asked in the past, we denied the opportunity to install the doorbell cameraHence, why we are so upset.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:While I appreciate the credit applied to my account, I do not feel that the issues were resolved with the tech visitHe replaced the doorbell camera and adjusted the settingsHe also added a router which may or may not improve the systemThe camera is still picking up nothing at all and triggering a notification every minute or two some times and at least per hourThe router that was added required disconnecting my printer, which I was unaware of until I tried to print something for my home based business and it would not printWhen I went to check I noticed the printer had been disconnected and the router connected in its placeThere is no where else to connect that router so it can not be usedAlso when the router was connected it caused any uploads in my home to slow to near nothingThe salesman knew my internet speed was slow and assured us it would not be an issue but it sure was at least when the additional router was thereAlso clips every minutes that are worthless also cause upload speeds to slowI hope that there is a better solution to these problem and in the meantime appreciate the creditsI am pretty sure tech visits not correcting these issues have taken enough of my time sitting at home waiting on a technician to correct an issue that seems impossible to correctThe technicians have been extremely helpful and friendly and I believe have done everything in their power to correct these problems but they seem to be beyond their controlI am asking again that the equipment be removed and that I be released from the equipment purchase contractIf I must purchase the useless equipment at least end the monitoring which I do not use
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We are willing to pay only $towards ending this contract just as an offer of good faith. I spoke to a rep today about availability of Vivint service in the Naples area and had to pretend that I was wanting to set up a new service. I advised that I called last summer and it wasn't available then. He advised that he JUST set up his first Naples account the other day (this is more evidence that Vivint was NOT available when my husband called last summer to start an account in this area). Vivint advised him last summer when he called that they had no one available in the Naples area, just FtLauderdale and Orlando. Vivint, as you can see in their response, says they provide service in the Naples area, but they won't admit that there was no service available last June when we called. However, the person I talked to today was honest and said he shows a call last summer on June 15, but THERE WERE NO NOTES LISTED ON THE CALL as to what it was about. When speaking with a rep in the last several months on a call last summer, she told me there was no record of a call. I'm going to give her the benefit of the doubt in saying she missed it. On various calls with Vivint, we were advised that if we sold our home in North Dakota and Vivint wasn't available in the area we moved to, they would not hold us to any contract. When we found out Vivint wasn't available for us at our second home in Naples, we had no choice but to go with another alarm company. We kept the service in North Dakota until we sold the house the beginning of February. Offering to settle at $is the best we can do, and in reality we feel this is too much. If we can't settle for this amount of money we will just contact our company's in-house attorney and let him handle this, basically not costing us anything for his services. Also, because we signed a contract with another alarm company, we cannot take advantage of Vivint's new system at no cost to us...since we're not taking advantage of that, the $settlement should be of benefit to both of us.
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,
Neil ***

Complaint: ***
I am rejecting this response because: MY EQUIPMENT REMAINS BROKEN
I, *** ***, did agree to the service of a month contract with Vivint to monitor my homeThis is a statement that Mr*** was on the phone agreeing to the contractIt was I who was told to use the representative's mobile device to speak to the contract agentI even had to go outside my home because the conversation was broken up from the poor reception of the call. I have no problem paying for service IF Vivint fulfilled their obligation as agreed uponThe equipment remains brokenNo Vivint Field Service Professional came to my on October 24, as indicated by the responding party representing VivintMy door lock remains broken as well as my cameraI don't feel I should have to pay for these services with broken equipmentAs far as the doorbell goes, I suppose it is the representative's word against mineI understand I should have gotten the in writingI am still requesting my service be cancelled because of Vivint not being able to monitor my home
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,
John H***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAs noted, Vivint has removed our name from collections, set our account at $and my understanding is no further action will be needed if this is such (as of July 28, 2016)
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have been told this multiple times from your "customer service" departmentPlease Let me know when you actually refund my money back into my accountAs of today, I still have not received a refund into my card.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I only have notes regarding phone conversations and notes from technicians on why they could not do what I needed. I have no paperwork regarding any of the transactions with VivintPlease advise if this account will be closed and how to return equipment.
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 am no longer obligated to Vivint and will receive no more bills unless it shows cancellation with zerobalance.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:MrW*** has omitted the following facts from our case:I called Vivint on three separate occasions in July I had two appointments scheduled with them prior to the July 26th appointment in which the system was “fixed”Vivint failed to show up to both appointmentsWhen I called to inquire about the first missed appointment, I was told by vicint’s own customer service rep that they only show up to “about half” of their scheduled repair appointments because the system automatically cancels the appointment requests and there is nothing they can doIt was at this time I first asked to be released from our contract, as this was clearly unsatisfactoryI was informed I could not be released from my contract, and a second appointment was madeThis appointment was also no showed by vivintIt was after my second call that someone finally showed up, used old sensors to repair the system, and a matter of days later the sensor fell off. Vicint’s records should indicate we needed to bypass our back door in order to set our alarm for all of August through the beginning of JanuaryWe did not call again because after two missed appointments and vivint’s Own technition informing us of their failed track record to show up, we simply couldn’t afford to waste any more days at home waiting for missed appointments. The same thing happened in januaryVivint failed to show up to two prior appointments before finally showing up on January 19thAgain, it was vivints own employee who admitted the sensors placed by the previous technition were faulty and never should have been left that way. I have had had numerous phone calls with vivint explaining the series of missed appointments, and one of their customer account managers went as far as to call me a liarThey have somehow managed to falsify their records to completely erase the instances of missed appointments. I understand mrW*** is likely working off these falsified or incomplete records, but the truth is vivint didn’t show up to a total of four scheduled service appointments between July and January, and the July service appointment left our system unsecured days after the visit. Furthermore, I was informed by a vivint customer account manager (the same one who called me a liar) that vivints failure to secure our home is not a violation of their contractI requested a copy of this contract twice and never received it (once in July and once again in January)I suspect the contract contains entrapment clauses that hold customers accountable for unreasonable lengths of time and require vivint to maintain zero accountability for service rendered
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 meBecause it is the only resolution they will offer, not because I am happy with it; just want to be done with it.I will not recommend this company to others
Sincerely,
*** ***

Revdex.com:
My
understanding of Vivint's response is that they have agreed to cancel my account with them and I have no further financial obligation to them. I have also spoken to a Vivint representative that has informed me that my account has a zero balance and is now closed. If this indeed is the case, I agree, complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
The Vivent Company has contacted me and agreed to end my contract with them They are sending someone to my house this Saturday (1-9-16) to pick up their equipment Thank you for your help!!
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: Vivint has not offered to refund the $80.99, for which we had no serviceVivint does not specify repairs needed at Mr***'s residence during the removal of their equipment ie our previous doorbell, repair ceilings caused by Vivint's installation of glass breaking monitors and fire alarm yes we would like out of the contract with Vivint with no penalties, plus The $refunded and our previous doorbell replaced(which Vivint destroyed) We will send the invoices for the heat and air bills totalling $ to Vivint for reimbursementIf all items above are agreed to by Vivint we will contact them to schedule a Vivint Service Technician to remove their equipment and consider the matter resolved.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I refuse to pay so much to get out of a contract that has not done it's job correctly since day This is a breach of contractNot to mention the misrepresentations and illegal actions of your salesmanTherefore, since you won't release me, I will be filing a civil suit
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: A technician has NOT come out to my home, to repair the equipment and I DID NOT tell anyone the equipment was working properly! Also, Vivint offered me a month credit (equaling $60). To repair and/or replace my front door is no lower than $189! They can give me monthly credits for an additional 3-months, and I will replace my OWN door! Otherwise, their offer is unacceptable!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because MrW*** ignored our complaint in his responseI have never disputed the fact that I entered into a 60-month agreement with Vivint, in fact I openly admitted that in my original complaintMy dispute with Vivint has to do with the manner in which the Vivint representative sold the service to me and my wifeBy stating that home break-ins were on the rise in our community, he misrepresented the crime situation in our neighborhood in an attempt to hasten our entrance into an agreement with his company. Additionally, in claiming that we were chosen as one of five homeowners to receive this limited time offer, that same representative hid the fact that the same equipment (which, consequently, was worth nowhere near the amount that the representative stated) and monitoring offers were open to anybody at any timeIt was not a special promotion, and because he never specifically provided the information on which either of his two main assertions were based, the contract is vitiated.Vivint knowingly sent representatives into our neighborhood to scare homeowners with fake statements about crime and cut phone lines, and then had those same representatives present offers for service that were promoted as both limited-time and for select homeownersNone of the questions or statements in the Pre-Installation Survey dealt with the assertions from Vivant's door-to-door salesmenThey merely reviewed the terms of the sixty month agreementUnfortunately, I did not use my three day cooling off period to do internet research on either Vivint or my consumer rightsIf I had done so, then I would have had them return to remove their equipment immediatelyThe internet is full of complaints, stories and even state lawsuits against this company for using these same tactics against unwitting consumers all across the countryThey have a pattern of deception in their sales tactics, and they follow it up with ruthless enforcement of their long term contractThey lie to get you in, and then they threaten you with ruined credit when their service comes up lackingThis is truly the worst of American capitalism
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
It is unfortunate that I had to go to these extremes to get service on my system but I sincerely that you for your part in making it happen!My home was serviced FINALLY on August 9th and it appears that everything is working properly
Sincerely,
*** ***

The account was just cancelled supposedly on Wednesday September 23rd at 11:05am after I contacted the retention department AGAIN because my husband received a harassing call from the billing departmentThe account was said to have been closed two nights prior to thatWe've heard this for several months from multiple representatives that I had been in contact so correction their reps were not in contact with my husband or myself we had to contact them everytime and sit on hold for long periods of time to speak to different people each time that all dropped the ball in providing good customer service therefor we do not trust this companies word or any of their representatives they are a scamming company and I'm glad the public can view these complaintsThese are just few of the representatives that failed in canceling the account and doing what was stated and I have the emails to show thatKevin G***, Kriel G***, Emily S***, gentleman named Jordan, Kaleb C***MrM*** that I spoke to on Wednesday stated he would make sure everything was done properly and send it over for review since all the other representatives hadn't he was wonderful. We've kept all emails from each representative that failed to do their jobI would like to keep this open until we have written confirmation on letterhead sent to our address on file that it is cancelled and there is and never was any debt owed and that they except any and all faults of it not being cancelled on June 30th as requested and as our confirmation email shows. Revdex.com:
I am rejecting this response because:
Sincerely,
*** ***