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 would like to contact Vivint in response to this matter and proceed with full cancellation
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:This matter has not been resolved and I am by no means satisfied, that is an utter lieA technically representative will be coming to my home to inspect the equipment for any signs that could have led to the alarmsThat is the only thing that has happened IRegard to my complaint, the company maintains that they will it reimburse any of the alarm fees.
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 rejecting this response because:
Regardless of a contract they stated that I needed to make them aware if there were any problems with the system, why would I do that if they are supposed to be monitoring the equipment and make me awareIsn't that what I was paying them for ? To monitor the system and let me know when something was off? I am willing to split the difference with them and accept and I will not contact the media or an attorneyThank you
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: they should be able to find the information under my name, since I was the account holderThe system was located at *** ** *** *** *** ** ***
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 will contact a Vivint Legal Assistant at ###-###-#### and pay the reduced contract termination fee, for a total payoff amount of $1,044.63. I also request a memo from the Vivant legal assistant confirming that by paying $1,that I no longer have any further obligation to Vivint
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,
*** ***

February 2, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: July 7, 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 requested cancellation of his account in August of 2017, however despite this information he continued to be billed until December Mr*** requests a refund in the amount of $for these months of service.Vivint’s records indicate that Mr*** notified Vivint of his intent to cancel, via phone on August 7, Pursuant to the Agreement Vivint requires a written notice to cancel services and gave instructions for this written noticeRecords indicate that this notice was not received until November 8, As a result, Mr*** continued to be billed accordinglyA Vivint representative contacted Mr*** and requested verification of a written Notice of Cancellation sent to Vivint prior to November 8, A fax was received from Mr*** as verification of this Written Notice, however on the fax the dates of the emails were censoredUnless Mr*** can provide a copy of these emails which verifies the dates of the request no refund is warranted at this time.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 spoke to the legal department at Vivint and they have corrected my billing issue and gave me months free for all of the trouble I am happy with the outcome, Thankyou
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

November
23, 2015Revdex.com of Utah W SSalt Lake City, Utah 84129RE: Consumer
Complaint Case #: *** Complainant: *** *** ***
Vivint Account #: *** Date of Agreement: June 26, 2015To Whom It May Concern:I
have reviewed the information provided by Ms*** and appreciate the
opportunity to respondIn
her complaint, Ms*** alleges she has moved because of military orders,
and requested cancellation of her accountMs*** further alleges Vivint
has not cancelled her accountMs*** desires the cancellation of her
account without penaltyVivint’s
records indicate that prior to the installation of any equipment; Mr*** ***
completed a telephonic Pre-Installation Survey with Vivint’s Account Creation
department. Every customer must complete
this Pre-Installation Survey, and if a customer does not pass the survey,
Vivint will not enter into an agreement with the customer and will not install
any equipment in the customer’s home.
The purpose of the survey is to verify certain information, ensure that
the customer understands Vivint’s offer, and confirm the terms and conditions
of the AgreementOur records show that Mr*** *** completed the
required Pre-Installation Survey on June 26, During
the recorded Pre-Installation Survey, 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 term. Further, 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 Agreement. Vivint relied
on Mr*** ***’s representations to ensure that he understood his
commitments to Vivint as outlined in the Agreement. Vivint does have a policy in
place to assist our active duty military customer if they are required to move
Vivint does require specific documents from the customer if they are requesting
this special cancellation option; this includes a written notice of
cancellation and the customer’s military ordersAt this time, Vivint is
awaiting documentation from Ms*** to proceed in reviewing the account for
cancellation under Vivint’s special cancellation policyIf Ms*** will
provide Vivint with the above mentioned documents, Vivint will review Ms
*** account for cancellationMs*** may email this documentation to: **@vivint.com,
or fax it to: ###-###-####, for faster processingFurthermore, Ms***’ account
has currently been cancelled due to non-paymentIf Vivint does not receive the
required documents or a payment, Ms***’ account will be placed into
collections.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: ###-###-#### attention
Department - Legal. Sincerely, 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
Only if they remove the equipment and not hold be liable for any further monies
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I have had multiple problems with the Vivint system as noted before, have had their technician's out and have called numerous times on the systems faulty functionings, and nothing has been fixed in the period of time having the system installedI have no tolerance, patients, or anymore time to deal with this horrible system that does not work as it shouldThe company alleges that the month term was agreed upon on signing but when my wife called to verify such was told that we were in the five year agreement and that the salesperson has not turned in such requestAgain COMPLETELY unsatisfied with the terms and the functioning of this equipment and reading over and over the reply sent by Vivint in reply to my request to cancel the continuing " monitoring" of my home is unsatisfactory, truly unhappy with the response and new offer to discontinue services for something dollarsAll this company wants is our hard earned money with a system that is faulty, they care nothing about my families well being or safety which I would think would be top priority in their line of business, I sure hope and pray that Vivint rethink's real hard and long about their decision they are making and the repercussion's of not cancelling my request and thinking about customer satisfaction this will do to their reputation and future business with anyone out there
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 have been in contact with the legal department of VivintWe are working closely together to resolve this matterIt is a shame that I had to resort to this Avenue to speak with somebody in this company to resolve such a simple matterThey need better means to effectively resolve consumer issues.
Sincerely,
*** ***

January 29, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of
Agreement: November 21, 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 cancelled his Vivint account in May and moved in July 2017, but that Vivint continues to charge him monthly for service. Mr*** desires a refund of $for the past eight (8) months of service. At this time, Vivint agrees to cancel Mr***’s Agreement and service, effective immediately. Mr*** signed a Purchase and Services Agreement on November 21, 2014, in which he represented that he agreed to an initial term of sixty (60) months and a monthly services fee of $each month, plus applicable taxes, during that term. Vivint has no record of Mr*** requesting cancellation of the Agreement until August 11, when he called and said he would be moving out of the country. Vivint advised Mr*** to provide documentation of his move in order to prematurely cancel the Agreement. Documentation was never received, and his account remained active and continued to be charged each month pursuant to the terms of the signed Agreement. These payments will not be refunded.Although Mr*** is within the initial term of his Agreement and cancellation without penalty is not warranted, Vivint agrees to the above resolution. Mr*** has no further obligation to Vivint and will not be charged further. 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
I accept the $30.00 refund from vivint.complaint number is***. Thank you*** ***
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Yes I received some credit but that did not help with the life insurance amount and overdraft fees I had to make up for, we have still struggled to catch up with bills including vivint and we had to choose between not paying vivint or not paying utiliites, paying for medication I need and buying food for ourselves and my now year old, and I had to purchase things I need for having surgery last septemberLike I said in my complaint I was basically promised reimbursement by someone that works there if I emailed him the bank statement, and as I said above I'm still trying to catch up with bills, the vivint acct is on my moms name but I was paying, having it automatically taken out of my acct, which was stupid that they require that for a year before u can choose not to have that.My mom just talked to vivint last week and our acct has NOT been canceled she agreed to another years with you so a credit would be applied to help with the amount that was past dueSo now we are stuck for another yearsOne person said if we cancelled we could make montly payments to pay off the rest of our contract but then when she was transferred to someone else they said no, we would have to pay the full amount right away, and like I said in either my survey or original complaint we truly regret answering the door when the salesman was going door to door and should have just ignored it or said no, but he was quite the talker and convinced us
Sincerely,
*** ***

Matt B*** finally only returned my call but I advised him on my last conversation in August what time I would be along to answer my phone due to safety when at workNever answered multiple emailsI tried by phone to call him but no answer left messagesSo nothing has been resolvedI need some assurance that Mr G*** will be contacted and made aware of what Tristan did with his information along with mine wont be compromised

June 30, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
June 13, 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 has equipment from his previous alarm company that has been incorporated into Vivint’s system, but is not under Vivint’s warranty He further explains that he learned after installation that he would need to pay to replace these existing sensors, and that Vivint’s sales representative did not apply two (2) free months of service as promised Mr*** desires for Vivint to warrant his existing equipment or to replace all the existing equipment with new equipment at no cost to him Vivint’s records indicate that Mr*** notified Vivint of his concerns regarding existing equipment, and that Vivint offered him half price on any additional sensors he would like to purchase Vivint also applied two (2) months credit to Mr***’s account as he stated that he was promised that credit at the time of sale In an effort to resolve this matter, Vivint is willing to offer five (5) points of security equipment at no cost to Mr***, in addition to the half price offer for any additional equipment he may wish to purchase at any time in the futureMr*** may take advantage of these offers by contacting Vivint’s Customer Loyalty department at ###-###-####.Mr*** signed a Purchase and Services Agreement upon installation of his Vivint system, in which it is stated that Vivint does not warrant any work or products provided by a third party used in connection with the system (Section 3) A technician from Vivint was dispatched to Mr***’s home on June 22, and Vivint’s records show that the issue with the transmitter was resolved on site that day, and Mr***’s existing sensors should be working with his Vivint system at this time.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: ###-###-#### attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: ***
I am rejecting this response because:Vivint has breached the contract entered in on May 11, 2017, by not providing the services and monitoring as contractually agreed uponI have made Vivint aware on numerous occasions, and they are currently aware that the system is not operating properly and their panel/sensors are not communicating (technician removed sensor; panel overheating, equipment wired incorrectly by Vivint technician), and they have failed to remedy itVivint has accepted fault for their equipment being incorrectly wired/installed and for my power bill increasing due to the incorrect wiring, (which an HVAC technician had to correct, which I had to pay out of pocket)Vivint has been adamant in contacting me to sign their "Release & Settlement Agreement (please see attached), which I have thus far refused, because the agreement states that by signing, I will forever discharge Vivint for anything that has occurred up to the current date, which I am not at will to sign, because Vivint has breached the contractI have been paying Vivint every month and my account is in good standing, yet Vivint has breached the contract of monitoring servicesThis leaves me no choice but to move forward with possible legal action.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: My wife and I did not know that we agreed to months extension for the upgrade over the phone and the details was not explained to us that way However this may be true but the reason we call Vivint in the first place was because we kept having on going issues with security devices and bad customer services We thought when Vivint upgraded our software and hardware was to correct the ongoing issues without a contract for months Also, why was this not explained to us by Vivint customer services when my wife called in June stating that we are selling our home and what is the process of cancelling our services and we were not told we were not told about the month contract Finally, on August 14th, I call Vivint Customer Service to ask what is the process to cancel services and was told to send a written email with my service number and that is ALL that is needed to cancel your services with Vivint So I email the following to Vivint on 8/14/17:To Whom It May Concern - I would like to cancel service from Vivint at ** *** *** *** *** *** *** *** My service number is ***.Thank you,*** ***
In Summary - We just would like to know why Vivint did not explain and/or state that we were under contract when we call on June and August what is needed to cancel services The contract was not explained until we called again on 8/17/when we notice monthly payment was taken out when we thought services was canceled and then we were transferred to a specialist Emmanuel M*** who went over that we were still under contract with Vivint This is the reason why we wanted Vivint to consider giving us a discount on the outstanding payment of the contract instead of paying the full payment of $which we paid on 8/17/17.
Sincerely,
*** ***