Vivint Smart Home Security

November 1, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
September 12, 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 not received a refund of payments she made to Vivint for service at another property that was not received in Ms*** further states that she recently signed up for service again and Vivint’s technician left electrical wires exposed, and that Vivint is requiring her to sign a release and settlement letter in order to be compensated for the wire repair She desires a refund of her payments in December 2013, and repair of the exposed wires in her current home At this time, Vivint will send Ms*** a check in the amount of $to refund her for payments she claims were made to Vivint for service that was never installed in December Vivint has record of one payment of $49.99, but will send a refund of the full requested amount in an effort to resolve this matter. Vivint’s records indicate that Ms*** has notified Vivint of the exposed wires, and Vivint’s Claims Resolution department has opened a case for review A representative from Vivint has been in contact with Ms***, and has offered compensation for repair by an electrician Ms*** has been given the option of finding her own electrician to assess the damage or allowing Vivint to find an electrician When Vivint provides compensation for home repairs, it is required that the customer sign a Release and Settlement form to ensure that the compensation is legitimate and recorded, and to prevent any future claims for the same damage Ms*** has been sent the proper form, and upon receipt of the form signed by her, Vivint will move forward in resolving the damages claim Ms*** may contact Vivint’s representative directly to proceed with the repair of her wires.Ms*** may expect her refund check in the mail in 7-business days.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
Sincerely,
*** ***

Complaint: ***
Mr W***, I appreciate you getting back to me in such a timely mannerPlease have someone from your department who is not going to be off today or tomorrow call me again at ###-###-#### so that we may discuss this over the phoneThank you for your timely response. 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
Thank you Revdex.com for your assistance in this matter
Sincerely,
*** ***

December 2, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
April 15, 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 took over an alarm system from her husband when they were divorced in 2015, and that she has since moved from the home and attempted to cancel her service but was advised that she had signed an Agreement Ms*** desires cancellation of her Agreement without penalty A representative of Vivint has recently attempted to contact Ms*** in an effort to resolve this matter At this time, Vivint is willing to cancel Ms***’s Agreement if she will allow Vivint to retrieve its equipment from the home Vivint has also waived the past due balance on Ms***’s account, in the amount of $69.99.Vivint’s records indicate that Ms*** signed a Purchase and Services Agreement upon installation of the Vivint system in her home on April 15, This Agreement states that the initial term of the contract is months, and the monthly services fee is $69.99, plus applicable taxes, during that term Cancellation of the Agreement without penalty is not warranted at this time; however, Vivint agrees to the above resolution Ms*** may contact Vivint’s representative to schedule removal of the system.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 consumer in reference to complaint ID .***, and find that arbitration is necessary

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and pending the actual refund, find that this resolution is satisfactory to me Please note my concern that I have been assured at least twice that a refund has been processed Upon calling to check the status, I was met with either incompetence or stall tactics I told the Vivint rep if I did not receive the refund by August 3rd, I will contact him Until the actual refund us been deposited, my satisfaction is tentative at this time
Sincerely,
Jeramie B***

OK I WILL PAY THEM $BEFORE OCT - I ACCEPT OFFER THANK YOU *** *** ***

Complaint: ***
I am rejecting this response I was credited an additional months service worth $ I requested $to compensate the latest service deficiencyDoes Vivint insist on haggling over $instead of admitting fault and making the customer a happy loyal customer? I can only assume they are taking advice from lawyers instead of customer orientated advisors I recommend incorporating a change model that centers the business on the customer.
Sincerely,
Douglas C***

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,
*** ***

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
Madison from Vivint called based on the Revdex.com complaint and resolved the bill for $She will call the first week of December to receive paymentUpon payment service will be restored.Direct line: ?+*** ***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, As long as they do not contact me in or months. This is exactly what has happend with them in the pastThey do not completely cancel my account and then they start billing me again.
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,
Lydia M***

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,
*** *** ***

We don't owe this company a dime and none of the representatives stated that ever so again here is an inconsistencyWe disputed this company the second month they tried to pull a paymentWe received one and only one refund from Vivint and I also work for the bank in which they chargedWhen a dispute is done there is proof showing cancellation provide of an ACH being cancelled in which we provide the second month for a dispute and the charge is then removedSend over documentation to our home that we received more than one refund if that is the case If there is any further bills this company bills us we will filing further legal documents because we're tired of the scam of a company trying to get money out of us for a service we declined having.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: The company representative with whom I spoke during the day cancellation period stated that I had to speak to the salesman prior to cancellation and gave me a phone number to reach him. I tried several times and was unable to reach him and by then the day cancellation period had expired. I made an attempt to cancel during the three day cancellation period and was given information regarding the cancellation process which allowed the day cancellation period to expire before I was unable to cancel. I have written letters and spoke with another representative about their failure to follow their own procedure in my attempt to cancel but got no response. I advised them that I didn't like their product, could not use it because it was too difficult for me to master and that I wanted out of the contract that I signed under duress because the salesman would not leave my home and was then unavailable for me to contact as advised by the first Vivint representative I spoke to within the cancellation period. I gave her the information that I wanted to cancel within the stated time frame to cancel but she did not act on it and referred me back to the salesman whom I was unable to reach. Obviously someone made a mistake here on the part of the company and I began protesting soon thereafter but Vivint would not admit responsibility in the matter and kept billing me. When I advised them that I could no longer afford their service, they failed to respond, as they had in the past, and kept setting off my alarm demanding payment. When I could no longer stand the alarm being set off by them at all hours of the day and evening I removed their equipment from my home and mailed it back to them. It was signed for and received by an official at their company (I have already submitted proof of USPS delivery and their receipt of it with my original complaint) but they have never acknowledged receipt of it, nor have they ever acknowledged receipt of my attempt to cancel. This company did not admit to the error of their employee who did not process my cancellation when it was given within the required time frame and gave me the wrong information causing delay beyond the day cancellation period when I tried to follow her instructions. Nor have they ever advised me that they were considering referring to a collection agency or that they had done so. Their customer relations are deplorable and the manner in which they handled my first attempt to cancel did not follow their own policy and borders on illegal
*** ***

Complaint: ***This is an update on Vivint's response to my complaint I am still not comfortable that my complaint is being taken seriously and we are still at an impasse Below is a chronology of recent communication between Vivint and myself, and at the end is a confirmation that I have made an offer to Vivint to settle and end this contract for $to save us both the time and expense of arbitration, though I feel it is within my rights to cancel this contract without any fee Vivint feels like I owe $to cancel this contract, though my alarm system is still not functional days after I reported the need for a replacement part (that I offered to pay for) to get it working again Furthermore, their offers to settle this matter are based on promises of additional equipment they do not even have in stock, something that I am not willing to accept.Please note, I also corrected Vivint when they said they would submit to the Revdex.com that this complaint was resolved, and received written confirmation that it was not and should remain open.Thank you.Dane D***On June 12, Carlos from Vivint communicated with me and
offered me a free doorbell camera and exterior camera, though the employee,
Carlos, stated that the items were “out of stock”. They credited my account for the days my
service was not working due to the part I have been missing since April 24.
On June 16, I responded to Vivint and told them that I
appreciated the offer, however given my experience with Vivint (citing the part
that has been missing from my alarm system for days, rendering it inactive),
I was very reluctant to consider any offer from Vivint. Beyond this, somebody offering me free
components (that they are incapable of providing because they are “out of stock”),
did not address my original problem. I
asked Carlos to respond to me when he had something firm he could offer me, and
did not change my original position of wishing to terminate this contract with
Vivint
On or about June 16, I discontinued ACH withdrawals from my
bank account, due to Vivint’s failure to provide the services outlined in my
contract and failure to replace components (at my cost) needed to get the
system back up in working order after nearly two months.
On June 17, Carlos replied to me that he understood my
position and stated the following “I am currently
working with inventory to provide more information on the shipment of
equipmentAdditionally, I am speaking with Field Service Manager's in your
area to see if they may have any cameras (doorbell and outdoor) left in their
inventoryI will be in touch with you with any updates.”
On June 17, I inquired the following:
If I should choose to
ask that this impasse (me wanting to cancel this system and Vivint refusing to
permit me to do so) be brought to arbitration so an arbitrator should be able
to decide this, what steps would I have to take?
The contract says that
it can be settled through arbitration (*** *** ***) in Utah.
What steps would I need to take to activate this? I feel like if someone
impartial were to look at the timeline, my repeated attempts to get these
issues fixed, and Vivint's refusal to release me from this contract unless I
pay $2000, I would have a fair shot to make my case
Do I need to contact
them to get this started? I went to ***, which is the website
in the contract, and it is a link to a law firm in New YorkI don't know if
this is correct, can you please confirm this?.
Please let me know, as
I feel very strongly that, while you are working diligently to cover problems
you had no part in creating, that I cannot trust Vivint to do anything for me
and my family would better be protected if I purchased a security system that a
vendor was willing to keep in good working order and support.
Beyond this, I would
like confirmation that this is the right firm. Since I am now taking
steps to bring this to arbitration in the absence of a settlement proposal that
is mutually acceptable
Please let me know
what steps I would have to take to start the arbitration process should I
choose to do so. Thanks
___________________________________________end of
email_____________________
On June 18, Carlos from Vivint replied with the following:
In regards to the arbitration process, the only
information I have is what is already stated on your contractSo I can confirm
that that is correct information
Additionally,
we will be replying to the Revdex.com complaint the you recently filedWe
had discussed that you would be satisfied with the cameras (doorbell and
outdoor) being added to your system at no additional cost as well as your
equipment issues resolvedNow, given that the time to have those cameras
added is still ahead of us, our Revdex.com response we will cite the the
resolution is pending but that you and I have reached an agreementSuch
record would demonstrate we are still considering your concerns and that the
claim is still open in case amendments need be made
This
way, you and I can continue our discussions until we arrive at the
aforementioned resolutionIf circumstances arise in which the resolution
is not fulfilled or issues associated with these circumstances persist
after the resolution, we will further examine your cancellation request and
options.
At
this time the cancellation options remain as we had discussed; a takeover by
another party of the contract terms and system or a reduced payoff of $
As stated previously, these options are subject to reexamination based on how
circumstances play out over the next few weeks
I
wanted to outline these details to inform you what Vivint's actions would beI
encourage any concerns and issues to come directly to meIn the case
that I am out of the office for an extended period of time or
indefinitely, please contact us at ***@vivint.com
______________________________________End of email______________
On June 18, I replied to Carlos at Vivint correcting his
statement that he would report this matter as “closed” to the Revdex.com
Carlos
I feel like your
planned response is inaccurate, as I have not indicated that I would accept
anything, only that I would consider other options when there was actually
something to consider. You and I have reached no agreement as of yet,
please do not quote me as having accepted any agreement
Please see this
excerpt from my response to you on June At no point does it indicate that I
am prepared to accept your offer of additional equipment- I am only asking to
be recontacted when you have something firm to offer me, citing my repeated
frustrations with Vivint in the past
I'm sure you
understand how nervous I am about accepting any type of promise from VivintAs
of now, I still do not have the piece for my alarm system, which was ordered on
April
I appreciate your
offer, however, I would like to receive the piece I ordered on April 24, and
also receive confirmation that you can do what you say you can do before I
evaluate any such offer to close the matter
As of now, based on
the fact that I still do not have the component I ordered on April (days
ago), and you have confirmed that you do not have the equipment that you are
offering me (though you are checking on it), I'm sure that you understand my reluctance
to consider any such offer
I thank you for making
the changes to my account and crediting me the money for the time I did not
have my system.
I would ask that you
recontact me when you have something a bit more firm to offer. Based on
my experience with Vivint, I dont feel like accepting promises from Vivint to
do anything is in my best interest right now. As of now, my position is
unchanged, however, I would be willing to consider your offer once you have
something more firm, like confirmed equipment availability and an installation
window
Right now there is
nothing firm from Vivint, and you are still asking me to pay money to cancel my
contract. I am allowing you time to provide details on this proposal, but
as of now I still dont even have the sensor I ordered for my door TWO MONTHS
AGO, and you acknowledged that you understood why I would be wary of accepting
any promises from Vivint after my experience
I am asking that you
do not provide the Revdex.com this incorrect information. I thank you for your
prompt and professional communication, as well
Thanks
End of email______________________________________________
On June 19, I received confirmation from Carlos at Vivint
that he understood my position, acknowledging that the Revdex.com language would
reflect that the resolution was still pending and that we were in disagreement
Thank you for bringing that
upThe previous email was to clarify points of conversation you and I have
hadI understand that you have not agreed to the terms that have been proposed
and apologize if the language reflected otherwiseThat being the case, we will
only include "resolution is still pending" in our Revdex.com response
languageThis will allow the claim to remain open for further amendments to
the details while we continue to work on these issues
When we do come to a resolution - be it the ones I have proposed
or anything different, depending on circumstances - we will make sure the
account and comments thereof reflect such deliberations.
_________________________________________________end of
email
At this point, on June 22, I am going to investigate options
for arbitration to release me from this contract. It is June 22, nearly two months after I
asked for a piece costing around $to be sent to me to get my alarm system up
and running- and I still do not have it.
I feel like Vivint has failed to provide the services they committed
to me and their customer support has been terrible, being unable to move a
small, very common part (used in every single door mounted alarm they have) to
a customer inside of two months
Please leave this complaint open, and today I will make an
offer to Vivint to cancel my contract for $to save us both the time and
expense of arbitration

December 4, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: May 24, To Whom It May Concern: In her rebuttal, Ms*** alleges that Vivint offered a deferment of payments, but then charged her for three (3) months of service and has not yet refunded those payments (in the amount of $149.97) Ms*** further alleges that Vivint deducted another $during the time she was without service, and that she never arranged to move the service because she was not satisfied and wanted her refund Ms*** desires a refund of the months she paid for service she was not receiving, in the amount of $ Vivint’s records show that Ms*** contacted Vivint on July 17, to request cancellation due to her move Vivint advised her that she was within the term of the signed Agreement and cancellation was not warranted at the time As a courtesy, Ms*** was offered a deferment of her payments until she was able to install a system in her new homeThe payments were to be deferred for two (2) months, and those two months were to be added to the end of the initial term of the Agreement Although this deferment was not processed, Ms*** was given a credit to cover the service charge in July On November 3, 2014, Mr*** *** contacted Vivint to request an extension of the deferment for another two (2) months, again with the understanding that these two months would be added to the end of the contract term This deferment was processed, and Ms*** was not charged for service in November or December Of the four (4) months that Vivint agreed to defer payments, three (3) months were not charged In an effort to resolve this matter, Vivint has not held Mrand Ms*** to the extension of their Agreement that they accepted with these deferment credits Vivint confirms that Ms*** made four (4) monthly payments between the times of these deferments, in February, May, June, and July These charges were valid and within the terms of the signed Agreement During this time, Ms*** had been given her cancellation options of paying the remaining balance, moving the system, or transferring the account to a third party.Vivint maintains its position that a refund is not warranted Vivint has cancelled the Agreement and waived the three (3) month extension In addition, Vivint has waived the past due balance of $***, which was a valid charge within the terms of the signed Agreement Mr*** has no further obligation to Vivint 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***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to metoday is July Vivint got all thier equiptment out on this day
Sincerely,
Michael C***

Complaint: ***I am rejecting this response because: The salesman misrepresented what was being agreed to. It is as simple as that. I would no longer recommend Vivint to my friends or family due to deceptive business practices and I have always given good reviews prior to this. 10% off of a contract pay out is a joke for services not being received on a misrepresented contract term. Vivint has lost my business and that of anyone I know who is looking for this type of service. Sincerely,Adam G***