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
The only other action we request is confirmation that our account is closed and cancelled without penalty. It is unclear at this time if Vivint followed through on actually closing the account and stopping any further billing effective today.Thank you so much!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Number I never stated there were numerous requests for service I stated that there WERE TWO (2) the first one was for a bad sensor l had called them and was told that it was covered under warranty and it took over a week to get it repaired and we were also told that there would be no charge it cost us a service call!!!! This second time was for the main panel that went down to there own fault not ours from an update that was sent out by them!!! I called on the morning of the 24th and was told that a tech would have to come out and fix it on the 6th (have an email sent by them to me stating the same) at that point I told there costumer service that was unacceptable that was over a week with out service!!! She stated that there repair techs didn't work the weekends! However that same company was installing systems IN MY NABORHOOD that same weekend!! Before I could call on Monday the 27th I got a phone call from there costumer service and was told that they could have someone out on the 3rd!! Once again I told them that was unacceptable and was told that was the best they could do all along my home and family and all the belongings are with out protection and we have items in the home that if are stolen we are liable forI stated this on that phone call as well as the firstI did say that I could have another company come and replace it in a few days!!!! If they couldn't get it fixedWe waited all day on the 3rd no show again on the 6th no show!!!! And this is a good company to deal with???? I don't think so we are both in our 60's and have never missed a payment to this company!! The refund of two months means nothing to us the safety of the home and it's belongings is far more than the cost of two monthsHow about all the anguish of us not being at home and worrying about what's happing there??? We didn't want the system removed until we couldn't get it repaired at a reasonable time Ten (10) days is not reasonable at all.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
Julia [redacted]

February 14, 2018       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 14, 2012                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   In Mr. [redacted]’ complaint, he explains that he requested cancellation in February. Mr. [redacted] requests a refund and cancellation.   Vivint’s records indicate that Mr. [redacted]’ 30-day notice of cancellation was received on February 6, 2018; as such, his account was scheduled to be cancelled 30 days later. However, Vivint is willing to cancel Mr. [redacted]’ account early and refund February’s payment. Mr. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

March 10, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: March 31, 2016          To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In her complaint, Ms. [redacted] explains that she has experienced issues with paying her bill online. As such, Ms. [redacted] requests cancelation of her account without paying the contractual buyout fees.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that Ms. [redacted] entered into an agreement with Vivint on March 31, 2016. Ms. [redacted] agreed to an original agreement term of sixty (60) months and to pay a monthly monitoring fee of $60.99 plus any applicable taxes each month of that term. Vivint apologizes for any inconvenience with the website. However, Vivint offers other ways for customers to pay monthly bills. Such as, automatic payments, over the phone and via the mail. Because of these facts cancelation of Ms. [redacted]’ account with Vivint is not warranted. However, in an effort to assist Ms. [redacted] Vivint can discount the contractual buyout fees by twenty-five (25) percent. If Ms. [redacted] would like to move forward with this resolution or if she has any questions she may contact the representative who reached out to her.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

March 22, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: March 17, 2012                                                               To Whom It May Concern:   As previously stated, Vivint no longer owns or has control over Mr. [redacted]’s account as it was written off three years ago. Mr. [redacted] must settle the balance of his account with this outside collections agency at this time.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

August 22, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: July 16, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   A representative from Vivint has recently emailed Mr. [redacted] his repair options regarding his home damage claim. Mr. [redacted] can expect a phone call from this particular representative in the near future to go over his options once more.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. However, I would like to repeat my previous statement in that I did not extend my contract.  I never even knew my contract was expired and we were on a month to month contract.  I never renewed my contract and I never did sign a 5 year contract. 
Sincerely,
[redacted]

Revdex.com:The company stated that I claimed to have paid for services in Dec 2013 but only one payment was found. I stated properties which (connotes more than one) the other address was [redacted] therefore they owe me $130. Nevertheless, I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution to be somewhat satisfactory to me. 
Sincerely,
[redacted]

September 18, 2017 Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]    Date of Agreement: July 11, 2015           To Whom...

It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In Mr. [redacted]’s complaint he explains that he has experienced issues with his doorbell camera working and the service from Vivint fixing that issue. As such, Mr. [redacted] requests assistance in resolving this issue.A representative from Vivint has recently contacted Mr. [redacted] over the phone in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. Mr. [redacted] may contact the Vivint representative who reached out to him directly if he has any questions or concerns.    If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

July 20, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: August 1, 2012                                                                                       To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she sent the required thirty-day Notice of Cancellation (“NOC”) on June 6, 2017. Ms. [redacted] further explains that her account was charged another monthly payment on July 6, 2017 instead of being cancelled. Ms. [redacted] requests that Vivint refund her the amount of $49.99 which was withdrawn from her account on July 6, 2017.   At this time, Vivint is willing to refund Ms. [redacted] the amount of $49.99 to her checking account. Ms. [redacted] will receive this refund within 7-10 business days.   By way of explanation, Vivint’s records indicate that Ms. [redacted]’s NOC was received on June 6, 2017.  Pursuant to the terms of the Agreement, and as Ms. [redacted] acknowledged, this cancellation request became effective 30 days after receipt.  Because an additional billing cycle occurred prior to the effective date of the cancellation, a payment was appropriately withdrawn within the thirty day period and on her billing date of July 3, 2017.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

March 9, 2016 Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: January 14, 2014                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he explains that he was promised a three month credit to his account and never received it. He is requesting that he receive that credit like he was promised. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. Vivint has issued a credit of $195.00 as promised. Vivint apologizes for the inconvenience this has caused to Mr. [redacted]. If he has any further questions or concerns he may directly contact the representative who has attempted to contact him via phone and email. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal.            Sincerely, Nathan *. W[redacted]

January 27, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: May 19, 2017                                                               To Whom It May Concern:   I have reviewed the additional information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that Mr. [redacted]’s payments in November and December have been returned to him by his bank. In an effort to resolve Mr. [redacted]’s concerns, Vivint will refund the payment that was made on October 17th. Mr. [redacted] will receive this refund within 7-10 business days back in his checking account.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

November 22, 2016       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129    RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 2, 2012             Date of Addendum: May 24, 2016                                         To Whom It May Concern:                              I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, Ms. [redacted] explains that she has attempted to cancel her account; however, she has been unsuccessful. As such, Ms. [redacted] requests cancellation of her account.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account.   Vivint’s records show that on May 2, 2012, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  Vivint spoke with Ms. [redacted] regarding her alarm service on May 24, 2016.  Ms. [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement.  Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed.  Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively:   You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today.  No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint.                           Despite the information mentioned, Ms. [redacted] has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted] Chief Compliance Officer

February 1, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 1, 2010            Date of Addendum: October 12,...

2015 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, Mr. [redacted] states that he attempted to cancel his account, but was informed he was under an extended term. Mr. [redacted] also states that he has had requested on multiple occasions to listen to the renewal call, but he has not heard back from Vivint. He desires cancellation of his agreement without penalty. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns. At this time, Vivint is willing to waive the extension of Mr. [redacted] s Agreement and cancel his account.  Vivint’s records show that on June 1, 2010, Mr. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months. Vivint spoke with Ms. [redacted] regarding the alarm service on October 12, 2015.  Ms. [redacted] represented that she was interested in extending the term of her agreement in exchange $5.00 off of their monthly rate for twelve months. Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms. [redacted] agreed. Indeed, Vivint read the following statement, after which Ms. [redacted] responded affirmatively: You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today. No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and Vivint. Despite the above information, in resolution to this matter, Mr. [redacted] has no further obligation to Vivint. He may contact Vivint’s representative if he has any further questions or concerns. If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

November 20, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 2, 2013           To Whom It May Concern:I have...

reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter is being resolved to Mr. [redacted]’s satisfaction.  If Mr. [redacted] has further questions or concerns, he may contact Vivint’s representative.If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted] & [redacted]

February 9, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: [redacted]             Complainant: [redacted]             Vivint Account #: [redacted]              Date of Agreement: May 20, 2013                                                               To Whom It May Concern:   I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond.   Vivint’s records indicate that the account has been cancelled and Mr. [redacted]’s account will no longer be charged. Mr. [redacted]’s account balance is zero and he has no further obligation to Vivint.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal.             Sincerely, Nathan *. W[redacted] Chief Compliance Officer

August 15, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]    Complainant: [redacted]  Vivint Account #: [redacted]  Date of Agreement: June 19, 2017           To Whom It May Concern: I have reviewed the response from Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s rebuttal she explains that she does not accept the resolution proposed by Vivint. Ms. [redacted] requests that Vivint cover half of her monthly bill.A representative from Vivint has recently attempted to contact Ms. [redacted] via email in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. Vivint has covered the entire monthly bill for the month of August. Ms. [redacted] may contact the Vivint representative who reached out to her directly if she has any questions or concerns.   If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer