Vivint Smart Home Security

October 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted]Vivint Account #: [redacted] Date of Agreement: May 17, 2013         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] alleges that Vivint has refused to provide him with his cancellation options and the system is not working correctly. Mr. [redacted] desires cancellation of the Agreement and a refund. Vivint’s records indicate that on April 8, 2015 Ms. [redacted] called in to resolve some issues with her equipment. After troubleshooting over the phone Ms. [redacted] expressed her desire for a technician, but did not want to pay the $49 trip fee for a technician visit and desired cancellation. Mr. and Ms. [redacted] been advised of their cancellation options witch are either transferring his service to another individual who can pass a credit check or paying off the remaining balance of the Agreement. Mr. [redacted] currently has thirty one (31) months left on the Agreement, the total purchase amount would be $[redacted], Vivint will agree to reduce that amount by fifty (50) percent making the total payoff amount $[redacted]. Alternatively if Mr. [redacted] will agree to continue his Agreement for the remainder of his term Vivint will upgrade his account to Premium Service at no extra charge, this will include free technician visits and free battery replacements for the lifetime of his Agreement. 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]

June 11, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Juan [redacted]  Vivint Account #: [redacted] Date of Agreement: May 25, 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] alleges he was misled about the capabilities of the Vivint indoor wireless cameras. Mr. [redacted] now desires the installation of outdoor cameras or a refund of all monies paid to Vivint. Vivint’s records show that Ms. Julie [redacted] first notified Vivint of her concerns about the cameras on June 3 2015. Ms. Julie [redacted] informed a Vivint representative that the cameras were facing out a window in order to view her cars outside; she also reported that she was unable to view the cameras at night. The Vivint representative informed Ms. Julie [redacted] the cameras installed with the system are classified as indoor cameras and do not properly function when facing out a window since they utilize infrared technology. Ms. Julie [redacted] was told that outdoor cameras may be an option, but she would have to call back and speak with the Customer Loyalty department about the possibility when they opened.  Vivint has no record of a follow up call from Mr. [redacted] or Ms. [redacted] regarding this issue. A representative from Vivint has recently attempted to contact Mr. [redacted], in an effort to resolve his concerns.  Vivint is willing to offer outdoor camera to Mr. [redacted] at no charge if Mr. [redacted] agrees to pay the standard installation fee of each outdoor camera he chooses to install. If Mr. [redacted] wishes to take advantage of this offer, I would advise him to contact Vivint’s Customer Loyalty department at [redacted]. 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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. [redacted]

January 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: September 5, 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] alleges he had cancelled his service with Vivint, but continues to be changed his monthly monitoring fee. Mr. [redacted] desires a refund of payment made to Vivint. Vivint’s records indicate that a refund in the amount of $[redacted] is being sent back to the credit card on file, to refund the monies paid to Vivint by Mr. [redacted]. Mr. [redacted]’s account is cancelled, and he has no further obligation to Vivint.  I apologize for any undue delay in this process.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]

May 12, 2016Revdex.com of Utah3703 W 6200 S Salt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted]     Vivint Account #: [redacted]  Date of Agreement: February 25, 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 contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to Mr. [redacted]’s satisfaction. 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]

July 1, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 31, 2014           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 she has had issues with the service as well as canceling the account. Mr. [redacted] desires his account to be canceled.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. Mr. [redacted]’s account has been canceled as of July 1, 2016. Mr. [redacted] may contact Vivint’s representative 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

June 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE: Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted]Date of Agreement: June 28, 2012 To Whom It May Concern:I have reviewed the information provided by Mr....

[redacted] on behalf of his mother-in-law, [redacted], and appreciate the opportunity to respond. A representative from Vivint recently contacted Mr. [redacted] in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to the satisfaction of Mr. [redacted] and Ms. [redacted]. 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]

Complaint: [redacted]
I am rejecting this response because:Hey Nathan. You are right that billing fixed the error for the month of June however your loyalty team kept stating that my monthly rate was 34.99 when it should have been 19.99. It took me 9-10 phones calls and about 5 hours of my time to resolve the lifetime month to month rate that you actually gave me back in 2014.  That is why I am asking for a substantial credit. Time is money and VIVINT billing again continue to waste my time and continues to make large billing mistakes. My complaint mostly is focused on the time I have to waste to fix your companies mistakes. 
Sincerely,
[redacted]

I am not happy with this answer because Mr. [redacted] NAME IS NOT on account the credit being charge Is my, so how cam he make such inpack  on my account I didn't make the agreement with them on June 26 2015. If that is my account how can they allowed that. It is my credit report with negative look not Mr. [redacted]. So yes I move and I will send that information in to them again. 
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

February 22, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 14, 2008           To Whom It May Concern:I have received...

the information provided by Ms. [redacted] and appreciate the opportunity to respond. A legal representative from Vivint has recently attempted to contact Ms. [redacted] in an attempt to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. If she has any further questions or concerns, Ms. [redacted] may contact Vivint’s representative directly. 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

January 14, 2015       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 12, 2013             Date of Addendum: March 15, 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 does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty.   At this time, Vivint has agreed to immediately cancel Ms. [redacted]’s account.   Vivint’s records show that on March 12, 2013, Ms. [redacted] signed a Purchase and Services Agreement with Vivint, with an initial term of forty-two (42) months.  As such, the initial term of the agreement would have lapsed on April 10, 2016.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on March 15, 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 twenty-four (24) 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 twenty-four 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, 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: ###-###-####, attention Department 160 – Legal.              Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:  I accept that they have resolved the issue.  However, I want it noted, that they did not attempt until they received the Revdex.com complaint.  Upon phone conversation with the staff in resolution, I asked for specific dates and times of attempted contact.  The representative presented shocked that I had received a letter stating that they had attempted to contact me and he was unable to identify one attempt at contact.  My concerns with their dishonest business practice remain and hope that information will be available to potential consumers.  
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I am so sorry to hear their lack of responsibility towards their equipment and service  it is evident that they do not care about their products for their service the two gentlemen that was here to install the equipment did not know what they were doing for they could not get it fixed the first time and had a next person come in to try to rectify it which I thought was done apparently it was not at this point I will no longer give any type of referrals in regards to this company. It is a shame that a Another company had to come and tell me that  their equipment was faulty and that they were neglecting the area and this complaint was made by several people in the area.   They not only lost my business  they also three or four others in the same area due to the same reasons. So who's wrong apparently not me or the other customers for they wouldn't of lost their business if they were doing their job.  And isn't it funny that as soon as I made that call the gentleman came to my door from this company stating I just got your complaint. When I explained to the supervisor of this area and said you do monthly checks.  He said yes we do but nothing ever came across to make him aware that there was an issue  Then he agreed with me that this should have alerted the company of a protential problem and sent him to my door to investigate just as what occurred that day. He agreed that I was right and he understood why I was angry and understood the reason for me discontinuing my service. Being with this company over 6 years I expect better. 
Sincerely,
[redacted]

October 6, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 25, 2016          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 was informed the contract with Vivint would last for two years. However, he claims that he is now being told it is a three and a half year contract. As such, he would like to discontinue service and pay for the remainder of a two-year contract. At this time, Mr. [redacted] is still within the contract’s initial term of forty-two (42) months with twenty-five (25) months remaining.Vivint’s records indicate that on May 25, 2016, Mr. [redacted] signed a Purchase and Services Agreement with an initial term of forty-two (42) months. The contract term is listed on the front page of the contract and by signing, Mr. [redacted] represented that he understood and accepted the contract length.Due to the above information, the initial term as outlined in the contract will remain in force.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

October 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 26, 2017           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that funds in question were returned to Ms. [redacted]’s bank through a payment dispute process. Vivint recommends that Ms. [redacted] contact her bank with further questions.   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]

March 9, 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: February 9, 2018                                                   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 difficulty with her system. Ms. [redacted] requests a refund and cancellation.   At this time, Vivint is willing to cancel Ms. [redacted]’s account and fully refund her upon receipt of the equipment.   It should be noted that Vivint’s records indicate that prior to the installation of any equipment, Ms. [redacted] signed a System Purchase and Services Agreement (“Agreement”).  Every customer must sign this document, and if a customer does not, Vivint will not install any equipment in the customer’s home.  The purpose of the Agreement is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm the terms and conditions of the Agreement. Our records show that Ms. [redacted] signed her Agreement on February 9, 2018.   Upon signing the Agreement, Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  He also represented that he would pay a monthly monitoring fee of $49.99 each month during that term. Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.     Despite the information mentioned, Vivint encourages Ms. [redacted] to contact the representative who has attempted to contact her via phone and email to schedule an appointment.   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

October 6, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]        Complainant:  [redacted] 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 his home has been damaged and his electricity bill has increased as a result of having Vivint’s wireless service.  He states that Vivint Wireless (“Vivint”) has not resolved the issue with him.  Mr. [redacted] desires for Vivint to repair his home as soon as possible.  Vivint’s records confirm that Mr. [redacted] has notified Vivint of this damage, and Vivint’s Claim Resolution department has found a contractor to repair the damages, at Vivint’s expense.  A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve these concerns.  At this time, Mr. [redacted] has contact information for Vivint’s representative and the third party contractor, and he may contact them with any further questions or to discuss the repair process.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: I do have questions and concerns. The fact is I was promised a certain rate per month and was not provided that rate. I was told that the equipment rental part would be removed the day after signing, that Andrew just had to call to get it removed. My brother was told the same. My brother texted Andrew asking why we were being charged so much and Andrew said he was going to call it in and get it fixed for both he AND I. I have these text messages. My brother filed a complaint as well. 
Sincerely,
[redacted]

September 30, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #: [redacted] Date of Agreement: September 12, 2016           To Whom It May...

Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Ms. [redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction.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

April 17, 2017   Revdex.com of Utah 3703 W 6200 SSalt Lake City, Utah 84129    RE:    Consumer Complaint Case #: [redacted]            Complainant: [redacted]...

[redacted]            Vivint Account #: [redacted]             Date of Agreement: April 16, 2011            Date of Addendum: June 23, 2014                                      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 does not recall extending the term of her agreement over the phone with Vivint, and that now she is unable to cancel her agreement. Ms. [redacted] desires cancellation of her agreement without penalty. Vivint is willing to immediately cancel Ms. [redacted]’s account without penalty. Vivint spoke with Ms. [redacted] regarding her alarm service on June 23, 2014.  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 Tell us why here...