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
I will be responding to Vivint in writing to the fax number given allow me to cancel with no penalty and that I have no further obligation with Vivint
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I'm not sure if this is even in response to my complaint as the name referenced is not mineHowever, assuming this is in regards to my complaint, this is still not satisfactoryThe only response I have received as of yet was a very brief email saying they tried to contact the hvac company but nobody answeredWhile if this is true, I do appreciate the effort made, as of this date I am still completely in the dark on both subjects: If payment has been made, and something showing it has been paid so I do not get charged penaltiesStating they called but the company did not answer is not a valid response to paymentcancellation of the contract and service due to gross negligence/incompetence of vivnt's customer service, installers, equipment that does not work that I am being charged for and overall extremely time consuming process to deal with all of this.While I have used this company several times and have never had an issue getting through during business hours, I have attached the invoice again here so all information is present to make a payment even if phone contact is unable to be made
Sincerely,
*** ***

Far too much damage was done to my credit, for me to owe vivint anythingI will accept only $for total payoff, along with removal of collections accounts, and cleaning of my credit with all credit bureaus
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:As I stated in my initial complaint I am a year old widow living alone in a large home The reason I got the alarm system in the first place was for protection and security since I am living alone When the system began beeping (low battery) I contacted Vivint to fix the problem They informed me that it would be over a week before they could send a technician out In the meantime I was going to be without an alarm system at all and an irritating constant beep that made in impossible to be able to sleep in my own home Vivint could not turn off the beeping noise Their only solution was to wait for a tech to come out in eight days I find it totally unprofessional that Vivint doesn't have any way to respond to emergencies in a more timely manner I feel that having a system in my home that was unreliable and the company not caring enough to fix it in an emergency was not something I wanted to deal with I did end up canceling my contract which included having to pay out the remaining balance of over $ I feel they should have allowed me to end my contract without having to pay the balance of $because of their inability to give me the protection they offered me but didn't provide There is no excuse for Vivint not being able to maintain my system and I felt unsafe in my home, therefore, I decided to have another security system installed in my home If they had provided me the protection that they promised me I would not have needed to end my contract early and paid the balance They seemed totally unaffected by my situation and I feel they should have done much more than they did
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: It is fine that I have to pay for the days after canceling the accountNotice was sent to cancel the account on September 2016, days after would be the 14th of OctoberVivint charged me for the whole month of OctoberI would like to receive money back for the part of the month after the 14th of OctoberSince I paid for the entire month of October so the days between the 14th to 31st of October
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
The business is in breach of contractI have an unreliable security system that has been malfunctioning for monthsAll of my calls are logged and well documentedThe system Vivint installed is faultyMy contract stated that Vivint would provide me a security system that protected my home and familyvivint has not been able to fulfill their end of the contract.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Vivint did send a third party contractor to my house However, the diagnosis they came up with on my HVAC system was not correct because what they did to fix the problem did not work However, up until this morning I was able to manually run my heater to keep my house warm at least while I am at home Vivint did agree to let me out of my contract I have not seen the refund that I was promised of my last payment of $ I also cannot get hold of any of the contact people I previously was working with, which has happened before with this company A technician came out this morning to take back their equipment as part of the agreement to let me out of my contract The thermostat that I have been having issues with but was still able to use to manually heat my house, was removed this morning The technician then tried to install my old thermostat, said it was not working, then put the vivint thermostat back Since this visit I am no longer able to even turn my heater on When I called Vivint, after being on hold for minutes, I was told they could do nothing to help me since my account was closed I spoke with a "supervisor" who told me the same thing Now, it is about to be degrees outside and I can't even manually run my heater, and acccording to Vivint's HVAC people, there was nothing wrong with my electric heater, until they came out today and messed with the thermostat.This is really the worst company I have ever dealt with I am planning on contacting a lawyer, mainly so other people do not have to go through all the issues I have had to go through in dealing with this company over the last year
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 understand any further dealings with Vivint are no longer necessary 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
However, to set the record straightI still contend that this has been a problem from the very beginning. At install I objected to them using the preexisting wiringEach time I communicated with them I told them that they cannot use any of the preexisting wiring. The only reason I signed up for the new system was because I understood it would be a totally wireless oneMy first complaint of a alarm was one month after install and every few months since. Every time I would try to communicate with them from the first month after install to present they would claim to not have any record of my previous complaintsI called them in March or April when my house was sold to have them discontinue serviceI was told, either sell it to some one else or pay $to pay off the contract that they had poorly serviced since install. Now I recently received a letter from Vivint to my new address. It was a statement billing for my next month of service and that I am also delinquent $ 200+ dollars! Once again I called and spoke to a manager and also his supervisorOnce again there was no record of my calling in Mar or Aprand no record of me wanting to discontinue service at that timeAnd all they could do for me was the same unreasonable continuation of a service I no longer have a use forNor do I want to sell the service to someone else when I do not believe it to be one I would want to recommend. I am sorry to put everyone through this ordeal and feel it could have easily been prevented early on with better communication
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,
*** And *** ***

Complaint: ***
I am rejecting this response because:I was never told that I would be responsible for equipmentI was told this was a contract with the company and its monitoring servicesThe rep I spoke with KNEW I was renting and never took time to explain that this agreement was for EQUIPMENT and not service. Vivint uses the equipment as a way to LOCK YOU INTO SERVICE with themNo one has + dollars to out right purchase equipment so they throw the equipment in "for free" so you think you are just paying monthly for service when in fact you are making payments on cheap, poorly made equipment.Also there is something to be said about the fact that Vivint asks you to transfer service to a family member or someone else to get out of contract "Oh yes, I'd love to have a friend or family me member take over this nightmare." Sorry Vivint, I have morals.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I agree about the length of service and price per month as stated in the contract and the days cancellation. I have fulfilled my part of the said contract The issue is with Vivint's breach of contract. Per the service contract, Vivint agreed to provide monitoring service, and to maintain security equipment within the home. I went without any monitoring response from the smoke detector on occasions while I was in the home when it went off in the middle of the night. Also, on many occasions there was no monitoring service when the entry alarm went off for more than minutes. Furthermore, the motion detector was faulty, and Vivint would not repair of replace it for over one year. My complaint is that I went without a major portion of services (as agreed to in the contract) on many occasions over many months. I do not dispute the fact that equipment can fail and need replacement. My complaint is in regards to Vivint's lack of providing a resolution to failed equipment in a reasonable amount of time. To summarize, Vivint did not meet their obligation per the agreed upon contract due to lack of monitoring and faulty equipment. I am not requesting a full refund, but have estimated the amount of time (in months) I was without home security due to these issuesThe amount is very modest as I have chosen an amount much less than the actual amount of time that I was without monitoring and /or security service.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: the system worked when I took the post installation survey but was inconsistent afterwardsEven after calls plus a home visit in October, several more alarms cameVivint says their contract does not guarantee the product or alarms but since the sales agent rushed me, telling me my home was selected as one of few in the neighborhood and I needed to agree today or lose the offer, I signed without reading every lineNever did I think multiple alarms in multiple days would be acceptableI can't put my family at risk with uncertainty, not knowing which alarm is or true. The fact that Vivint has record of multiple alarm calls in multiple days but has not acknowledged it suggests they are not honest nor do they operate in good faithIf what I have been paying for does not work properly, there shouldn't be a question regarding next stepsAny reasonable person would not hold a consumer hostage to a non-working, safety protection 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 received a call last Friday from an agent but I have tried to call her back everyday and have not received a responseCan they please have someone call me to pick up the system? When I contact customer service/loyalty department they are unaware of this information so I need to know who I should speak with.
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
Contingent of the removal of the equipment scheduled for Saturday, September 17, 2016 by a certified Vivint technician and written cancellation of the contract. Thank you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I have not received any calls or letters from any representative from Vivint as alleged on MrW*** responseAdditionally, I only received a partial refund of the money taken from my account by Vivint after my initial request for cancellation of service, I am still missing $No explanation has been given to me as to why they haven't refunded the full amount, or when am I going to get the rest of the money, which was taken from me without my authorization, and after Vivint had been notified of my desire to stop the "service" immediately
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I don't think Vivint is or have done enough to satisfy customers that they currently have accounts withI stated and stand by my calls that I made before November of I complained and my concerns was ignored by customer service employees and supervisorsMy property and life has been ignored by Vivint when I called with my concernsThey state that I didn't have on my alarm system and I have stated that I didn't have the system onI also stated that the system was not working properly in my calls in I don't think Vivint is taking responsibility for my calls of concerns before this break inI called about the hallway monitor and system performanceThey demanded payment for devices that were not performing that was unfair along with a year contract with no technicians to review systemI ask where was the concern for a paying customer with no late payments or issuesVivint has taken me and my money for granted with no service when it mattered in returnedI say even without the alarm being on Vivint products signaled that it had video but it had no clips showing the events it supposedly capturedThat is an equipment failure that their own technicians stated to me in the December visit to my homeI want the calls I made in to Vivint and the technicians statement in December looked at to understand my claims
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Sincerely,
*** *** Yes Vivint call me on 4/14/and made a Appointment for 4/15/the man that was coming out on 4/15/from 8:00am -11:00am text me @ 8:29pm and said that he can not make it and he gave me a Appointment for 4/19/-8:00am and 11:00am this is what I have been talking about over and over the same thing this is the third Appointment one on the 4/12/4/15/now 4/19/I can not sit around over and over and no one show up I will be at woke at that time something need to come to a professional leaver they are talking me $dollars a mo and on time and nothing is working here I'm more worried about my Disable Mother if this is not talking care of then what I dont need your one creadit we need things to work stop calling me and get things to work or come and pick up your system I'm not happy at all

Complaint: ***
I am rejecting this response because: That is only of the issues I have had. Vivint was willing to give me a month credit for lack of service and sent a tech out on Jan 9th to evaluate and make necessary repairs. The VERY next day the front door panel stopped working. This means I have no way of locking my front door as I was never issued a key for my front door. Now not only is my house now having security service I cannot lock my front door from the outside and if the door is locked I can't unlock it. My family is now at risk. When I spoke with the rep they are supposed to have someone come back out again. Vivint tech calls typically take me anywhere from to hours to troubleshoot issues. If I called in every time there was an issue I would be on the phone anywhere from to hours a month. I will not do this when I am paying what I am paying for them to support me. In a month period I have had the following issues:1) front door panel has had at least issues2) Alarm randomly set off where police have had to be dispatched when I was not home to speak to a rep over the intercom3) Alarm Panel on separate occasions will beep nonstop for hours then just stops4) Break glass non operative5) over weeks of camera non operative with no notice6) camera not recording activity when activity occurred7) Sensors reading positive.These are the issues I have called in! Vivint is calling this service? I should not be held to a contract when service is this disruptive to my life and the company is not securing my home.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: We had the service for 6-monthsWe tried to contact this company by phone letter and email after monthsthere were absolutely no response from thereLooking online it stated that a cancellation must be made in writing, I wrote to them twice trying to have our service cancelledit is certainly against the law to pressure someone into buying your services because of mentioning the crime rates in your neighborhood, which the salesperson/installer told usHe stated that is why both of our neighbors had itplease help us to recover from a debt that is unfounded and illegal
Sincerely,
*** ***