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
Sincerely,
*** ***

June 9, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
March 10, To Whom It May Concern: I have reviewed the information provided by Ms***’s son and appreciate the opportunity to respond. In his complaint, Ms***’s son states that he has power of attorney for his mother and has requested cancellation of her Agreement with Vivint since she moved into an assisted living facility He states that Vivint has not cancelled the Agreement because he has not provided the verbal passcode for his mother’s account or documentation from the facility where she lives He desires cancellation of his mother’s Agreement and a refund of her payments since February A representative from Vivint has contacted the complainant via email in an effort to resolve this matter Vivint has waived the past due balance on Ms***’s account in the amount of $(she has not made a payment since January 2017) If the complainant will provide Vivint with either documentation of his power of attorney for Ms***, or documentation of her residence in an assisted living facility, Vivint will be able to cancel the Agreement and service The complainant may email this documentation to the representative who has contacted him.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:
Sincerely,
*** *** We had someone from our office go to meet their tech at the property (to let them in). So we most certainly had contacted them. I had called them myself several times prior. As I stated in my original complaint, they never contacted me back. I initiated contact with Vivant in every case until the past month. Then the alarm kept going off constantly. I am actually trying to reach them right now and have been on hold for over ten minutes. They can reach me at the number on the account ###-###-####

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,
Brandon H***

Complaint: ***
I am rejecting this response because:A technician has been out in the past once "I" noticed our home was being monitored I called for serviceThe issue I have and that continues to be ignored is that ANY TIME their is not a connection Vivant is unaware unless you contact themI have been away from home thinking my home is being monitored and it's not I can arm my home and will not know their is no wifi connection unless I physically log into the panel at home, go into settings to check the network connection Once a tech comes out, fixes the connection, I will still not feel safe knowing anytime the wifi is down our home is not being monitoredIt's not about the repair, that's a bandaid on the problemI have a latch key sonI do not feel confident with Vivant I have always paid my bill on time and wouldn't have a problem with completing the contract term if I at least knew Vivant would call or email they're unable to monitor due to the fact there's no connection.With a Vivant system working properlySomeone could cut my Internet cable and break in! Vivant would not be aware!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: After speaking extensively with Vivint technical support they acknowledged there is currently a "whole" in their system as I previously explained and they are working on a solution with a new keypad that has been delayed There is no way to: "eliminate the entry-exit delay he may speak with Vivint Customer Care Department." As MrW*** indicated in his response However, I am no longer requesting cancellation of my contractI would like to receive a $credit towards my monthly bill as compensation for the defective system that Vivint has designed.Should MrW*** need to confirm the validity of my comments, he should reach out to:Cole G***Account Specialist, Executive Resolutions vivint.SmartHomeCustomer Solutions N WProvo, UT [email protected] For a better explanation of how their system truly works and some of the issues they are trying to solve with the new keypad.Thank you, *** Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Vivent is only offering 250$ refund when the disputed amount is 3000$ I have paid thousands of dollars for a faulty system that Vivent will not stand behind
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,
*** ***

Complaint: ***I am having trouble getting my reply to upload. If you receive it multiple times, please accept my apology - each time, the system says it was unsuccessful in uploading my response, so I am trying again
I am rejecting this response because:This will be my final rebuttal concerning this nonsense The Revdex.com can decide what it feels is a just and fair resolve to this problem and I will accept what it decides I suppose I shouldn't be; but, I continue to be amazed at the complete and total lack of concern on the part of anyone at Vivint, for its customers Any good business would focus on the service it provided and how its customer was treated and care about that I have been through *** and I have been seriously taken advantage of by these folks and they could care less They continue to defend themselves using the "fine print" The "fine print", they say, is the the vehicle that allows them to abuse an unwilling consumer Interesting.At the time that I signed these papers (and I will point out that it was almost years ago), I had a serious security threat The salesman that came to my house seemed to be honest and he seemed to careHe was a then college kid that was here from Utah selling security systems I don't believe that he knew to tell me that I needed a permit or knew to tell me that my dogs would set off the alarm The fact that MrW*** points out that a "pre-install survey" was done is interestingWhere did that reveal to me that my dogs would set off the alarm and render it useless to me? No willing consumer would purchase an expensive security system that they ultimately could not use I will also point out here that I paid every single payment, on time, and as agreed, in the contract for the (or 48) months that the contract covered even though for the majority of that time I could not use my system I paid it because I signed the contract and I filed it away as a lesson learned I have never asked for any of that money back even though I believe they did not earn what I paid them When I got to the end of that and I realized that they were going to continue to hose me for money month after month is when I began to get angry because quite frankly, enough is enough It is very interesting that Mr W*** in all his efforts to defend his position, never addressed this It is written in the fine print that they can take advantage of an unwilling consumer by demanding written notice to cancel the service and although that is beyond ridiculous, once said notice is sent, time and again, they then claim not to receive the notices that were sent It's an interesting game they play Demand written notice and then say it wasn't received because that way they can suck as much money out of an unwilling consumer as possible MrW*** never addressed that either He didn't address it because the company he works for employs this policy for the sole purpose of taking advantage of consumers because it's a way to make a profit when the service it provides won't I am going to say this again - I do not have a service that I cannot cancel with one phone call I can cancel my water, my gas, my electric, my TV, my phone, literally, and I do mean every service that I have can be canceled with ONE phone call I can cancel those services with a phone call because those are reputable services that earn their money by providing a good service to a willing consumer They need not play games with consumers and find under handed methods of sucking money out of an unwilling consumer to make a profit MrW*** can defend his position by the fine print all he wants to but here is the truth: If it is in the fine print that service cannot be canceled by a phone call, by the consumer, after the expiration of the required payments in the contract, then the fine print is there for the sole purpose of taking advantage of consumers This is true and this is evident by the games that Vivint plays once its customer realizes they have been taken advantage of and attempts to cancel the terrible service it provides If this company was anything that resembles reputable, this company would be more focused on how a customer was treated, and the service it provided That isn't MrW***'s concern at all His concern was defending what he could get away with in the fine print and what he could justify Business that focus on what they can get away with are not businesses that are good for the consumer.I ask the Revdex.com to consider this fact and the fact that the response made by MrW*** never once addressed how its customer was treated, never addressed the lousy service it provided. His sole focus was the fine print and justifying the pitiful poor treatment of a customer using that as his foundation This is not a good business that focuses on the customer This is not a good business that focuses on the service it providesThis is a business that employs shady business practices and then defends itself by saying it is the fine print that allows them to do it
Sincerely,
*** ***

I would like a refund of the monthly draft from our account from the time service was not provided to us

Complaint: ***
I am rejecting this response because:Because of the wait and Because customer service is the worst wit this company and they wanna charge for everything even if equipment comes with issues very unhappy
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 They are refunding the rest of my money.
Sincerely,
Karma R***

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, pending they actually send me a final bill which I have been requesting since July The last bill I received from them is dated 5/1/and all of my mail is being forwarded so its hard for me to believe that months was lost in the mail, however all I want is to pay what is owed and be done with this.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I understand that this is long ago back in 2013, I couldn't submit any proof of orders because the Army decided that it was in the best interest of my husband to retire after 17years inYour represented knew that, and failed to mention that I could have turned in his medically discharge formsThis option on your website claims it could have been canceledYou now recently put a military special team, and we are the ones that fell thru the cracksNow I have ruthless attorney legal team trying to serve papers to file a junction against me, because I never received anything from Perfect CollectionMy husband's medical discharge papers where emailed toI am sorry but I can not accept this reply
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I am not accepting this response because like I had mentioned before, when I ordered the system I made sure to let the sales person know I did not have access to WIFI which he insisted I was not going to need unless I wanted remote control on my phoneLast week another technician came to my house and he discovered my home is 100% NOT compatible with Vivint systemThey will remove all their equipment by Saturday, therefore I will no longer be in a contract. I'm happy that finally this issue was resolved, after more than year fighting I was able to get out of a contract and stop paying for something that never workedMy experience was horrible, I would not recommend this company at allThank you for taking my complaint, I hope this helps other people.
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 meThank you for your assistance
Sincerely,
*** ***

January 3, 2018 Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: April 28, To Whom It May Concern: In his rebuttal, Mr*** states he is not certain when they will be movingMr*** is requesting cancellation of account. Vivint maintains it stance in regards to Mr***’s accountVivint’s records indicated Mr*** signed a System Purchase and Services Agreement (“Agreement”) on April 28, By signing the Agreement, Mr*** represented that he understood and agreed to the initial term of sixty (60) monthsHe also represented that he would pay a monthly monitoring fee of $each month during that termFurther, 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 AgreementVivint has not record of an offer of cancellation upon movingAs such Mr*** remains responsible for the initial term of the Agreement. If Mr*** does move out of Vivint’s serviceable area and provides proof of this move (a lease agreement, utility bill, or two pieces of mail addressed to Mr***) Vivint will cancel his account without penaltyMr*** may email this documentation to: [email protected], or fax it to: (801) 765-5759, for faster processing. 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: u caused DAMAGE to MY HOME! proof should be required that the home is the person purchasing the equipmentThis needs to be repaired or I will pursue legal action
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Like I said before there is no where on the contract that says we have to pay to cancel, a month refund is an insult and all we need at this point is the contract cancelled without penalty and removed from our home
Sincerely,
*** ***