Vivint Smart Home Security

April 29, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: May 10, 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 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]

April 19, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 30, 2009           To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Ms. [redacted]’s Vivint account has been cancelled. She has no further contractual 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 18, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 17, 2014          To Whom It May Concern:In her rebuttal, Ms. [redacted] states that she did inform Vivint of her concerns multiple times, and does not believe she should not have to pay for a system that does not work.  Ms. [redacted] desires for the account to be closed without penalty.Vivint records indicate Ms. [redacted] called to inform Vivint of her concerns with the system on January 30, 2017. Prior to this, Vivint did not receive a call from Ms. [redacted] about her system since October 29, 2014. As such, repair rather than cancellation is the proper course of action. As they stated in their previous response, Vivint is willing to waive the cost of a service visits fee. This credit was applied on February 9, 2017. Ms. [redacted] may contact Vivint Customer Care department to schedule an appointment to repair the system at 1-800-216-5232. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $2,029.71, however Vivint will take 55% off the payoff amount, bringing it to $913.37. If Ms. [redacted] wishes to take advantage of this offer, I would advise her to contact Vivint’s Customer Loyalty department at 1-800-216-5232. 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

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.I am truly saddened that Vivint a company I did business with for so many years wasn't able to confirm or deny that I was never  told on multiple occasions that I wasn't in a contract by their representatives and that they are willing to result in such  forceful response.   I think you had no choice once you reviewed all the information and realized how many mistakes your organization made. I appreciate you taking responsibility and doing the right thing.
Sincerely,
[redacted]

February 3, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]   Complainant: [redacted] Vivint Account #: [redacted]             To Whom It May Concern: I have reviewed the...

information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’ complaint, she explains that she decided not to get the system but the first payment has taken from her bank account. Ms. [redacted] requests that her money be refunded to her and that Vivint does not charge her again.Vivint’s records indicate that this matter is being resolved to Ms. [redacted] satisfaction. A refund of $154.99 was issued to Ms. [redacted] on January 26, 2017. Ms. [redacted]’ account has also been changed to Never Installed which will prevent all billing on the account. Ms. [redacted] may contact the Vivint customer care 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

January 19, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 20, 2011           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 been in contact with 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]

August 22, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:    Consumer Complaint Case #: ***             Complainant: *** ***             Vivint Account #: ***              Date of Agreement: May 11, 2012                                                               To Whom It May Concern:   I have reviewed the additional information provided by Ms. *** and appreciate the opportunity to respond.   Vivint’s records indicate that Ms. ***’s required 30-day Notice of Cancellation (“NOC”) was received on January 11, 2017. Although not warranted, Vivint is willing to refund Ms. *** all monies paid 30 days after the NOC was sent to Vivint. As such, the amount of $239.94 has been issued to Ms. ***’s checking account and will arrive within 7-10 business days.     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*** Chief Compliance Officer

Complaint: [redacted]
I am rejecting this response because:
These people are forcing us to spend day after day at home for their tech people to come out and attempt to fix faulty equipment. This is not resolved nor will it be until this contract is willfully terminated by Vivint. We have given them every opportunity to do the right thing yet they still refuse. This company is all about the money and could care less about customer satisfaction. This is by far the WORST company I have ever had the misfortune of doing business with. They are scam artists! I am forced to pay for a service that does not work. I have had techs at my house every single month since the service was installed in March. I spoke to them on 9/12 and listened to them tell me yet again that I will be forced to pay a monitoring fee even if they come and get their equipment. The panel is junk and undependable. I gave them every opportunity to make this right. After 6 months the equipment still doesn't work and I should not be forced to keep this system. I do not accept ANYTHING less than a terminated contract. I would rather go back to ADP. I had them for 8 years with no problems. The only reason I switched was because Vivint offered monitoring with cameras. The cameras don't work. They are offline on a regular basis. The panel freezes up and makes my air conditioner run without shutting off. Come and get your equipment and terminate my contract. I've never seen a business that would rather have a customer complain to all that will listen rather than willing let a customer go. I recently contacted the owner Todd P[redacted]. If I get no response from him I will be contacting channel 13 news investigators here in Houston. Maybe its time everyone is the Houston area's knows just what type of company these people are. Please terminate the contract, so that I can find a reputable company to monitor my home. Otherwise I will take this as far as I can to ensure that you are forced to do the right thing.
Sincerely,
[redacted] And [redacted]

September 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 29, 2017           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 cancelled his account within his Right of Rescission time frame but has not received his refund.A representative from Vivint has recently attempted to contact rescission via email in an effort to resolve his concerns. Vivint’s records indicate that this matter has been resolved to rescission’s satisfaction. Vivint’s records show that a refund check for $160.54 was sent to Mr. [redacted] on August 17, 2017. 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

Complaint: [redacted]
I am rejecting this response because:The business and I are just talking in circles.  I agreed to and paid $99 for installation up front.  During the sales call I was given a promotional dollar amount to "shop" for big ticket items such as a doorbell, automatic locks, CO detector, etc.  There was discussion about the visible equipment such as panels and the doorbell.  The sensors were not discussed and as I stated, I did not realize old equipment was re-used until they stopped working and I attempted to troubleshoot.  I firmly believe that I would have new sensors if I took out the old ones myself.  Vivint says otherwise, but the fact remains that promotional equipment and installation fees were agreed upon before anyone from Vivint saw the old sensors.  It appears we will not agree on that and there is no use re-visiting it.  The lamp modules were ordered during the sales call as being deducted from the promotional dollar amount mentioned previously.  Those have already been paid for so to speak and do not require a technician to bring out to my residence.  Overall, I am disappointed in the response from Vivint.  We are essentially arguing over less than $100 when you take into account the payment credit, the 2 for 1 priced sensors and the technician visit.  Considering I pay over $60 a month for the service and paid $99 for the installation, I am on the losing end of this agreement.  If I was closer to the end of my contract I would guess my response would have been more accommodating.  As it stands I will end up replacing the sensors myself for my family's safety and wait until I deploy, change duty station or my contract expires to no longer be a Vivint customer. 
Sincerely,
[redacted]

November 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 28, 2017           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. Mr. [redacted] may contact Vivint’s representative if he has any additional questions or requests. 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

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. After 3 months of calling Vivint to resolve this issue I had to file a complaint with Revdex.com and I got this issue fix instantly. Vivint needs to fix there loyalty customer service department they do not do there job. So many people don't follow thru and there is no way of tracing what happen.
Sincerely,
[redacted]

June 19, 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 6, 2016           To Whom It May Concern: I have reviewed the rebuttal from Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s rebuttal she explains that the account is still not in her name and provides a photograph of her last bill. As such, she still requests that her name be the only name on the account and that her account balance be cleared.A representative from Vivint has previously contacted Ms. [redacted] over the phone in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Ms. [redacted]’s satisfaction. [redacted] is the only name on her account. The invoice in the photograph was made on May 6, 2017. Vivint’s records indicate that the name change took place after that date. Because this has been resolved the clearing of Ms. [redacted] account balance is not warranted. 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

Vivant has my correct phone number [redacted].And I still was over charged
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

January 4, 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: November 30, 2012                                                              To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he alleges that he was without service for 3+ weeks. Mr. [redacted] is requesting cancellation of his account and a refund for the month he was not receiving service. Although Mr. [redacted] did agree to extend his agreement, Vivint has taken the complications he has experienced into consideration and have agreed to cancel his account. Vivint has also issued him a refund of $[redacted]. A representative from Vivint has recently attempted to contact Mr. [redacted] in an effort to resolve his concerns. If he has any questions, he may contact that 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]

May 7, 2015Revdex.com of Utah5673 South Redwood Road, # 22Salt Lake City, Utah 84123 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 29, 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] alleges to having equipment complications with her security system that have not been resolved until recently.  Ms. [redacted] further alleges that she has paid for service while waiting for repair of her equipment.  She desires to have her account credited for system downtime.  Vivint’s records show that Ms. [redacted] first notified Vivint of her equipment concerns on November 30, 2014. A representative from Vivint’s customer care scheduled a service appointment for December 8, 2014, and a credit of one (1) month of service was applied to Ms. [redacted]’s account. On December 11, 2015, Ms. [redacted] called Vivint to report that although the panel concern was resolved, the cameras were not working. A representative in Vivint’s customer care department offered to troubleshoot, but Ms. [redacted] requested cancellation of her account. Ms. [redacted] was asked to call back in when Vivint’s customer loyalty department was open to discuss Vivint’s cancellation policy.  Vivint’s records indicate that Vivint did not receive another call from Ms. [redacted] until April 9, 2015. At that time, Ms. [redacted] reported there was a concern with her panel and an appointment was scheduled for April 11, 2015. On April 28, 2015, Ms. [redacted] called Vivint asking for downtime credit. The request was denied due to Ms. [redacted]’s account previously being credited for downtime, and Vivint not being made aware of the panel concerns. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns.  Although a credit is not warranted, Vivint has agreed to apply a credit to her billing account in the amount of $[redacted], which will cover three (3) months of monitoring fees.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, [redacted]. [redacted]

Complaint: [redacted]
I am rejecting this response because:During my call when I first called to inquire to Vivint's security services my first question to them is “do you guys have a contract?” their first response was no there is no contract in this service. Then after I was told how much I have to pay monthly I asked again is there a contract and was told once more no there is no contract. There is no proof I signed the contract. When I called to ask for the proof of the contract on the signature part of where my name would be is NOT my signature. I also called and ask for a proof of the recording and the agents would tell me they don’t have access to it. I even had to send in a letter showing proof of my signature. I should not be legally bounded to a contract I did not sign. I know they can alternate a recording and block out questions I've had during the call. The terms of the agreement was not clearly stated when I called to set up my service. I would never sign a five-year agreement with any services I’ve had if I knew it was for that long. I stopped paying my monthly fees because I set a “ letter notice of cancellations “ and informed the company they will need to contact me through written forms and not harassment callings. Every time I called the company to get someone to take care of the situation I always get the run around and they cannot help me.  How can a security company charge me for a service they did not do since none of my sensors work and the monitor screen did not work since I have sent the cancel letter? This company scams people to pay for a service that don’t work and all they care about is the money and not the safety of someone’s well-being. I do not agree with their response and I do not recommend this security company to anyone! 
Sincerely,
[redacted]

December 21, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted]    Date of Agreement: December 3, 2016           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 the service provided was not what he had agreed upon. Also that his old alarm system had been removed and is no longer operational. Mr. [redacted] requests that Vivint honor was as told him when he purchased the system.A representative from Vivint has recently attempted to contact Mr. [redacted] via email 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 and there is appointment scheduled for January 7, 2017 for the removal of the system from his home. A Vivint Claim Resolution Representative has also attempted to contact Mr. [redacted] to investigate the option of Vivint covering the cost of the reinstallation of Mr. [redacted]’s old security system. 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

December 15, 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 14, 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] states she had projection lights stolen out of her yard and her doorbell camera did not record the theft. Ms. [redacted] desires for Vivint to install a new outdoor camera free of charge, or the cancellation of the account without penalty. Vivint’s records indicate that Ms. [redacted] notified Vivint of this theft, and that Vivint’s Alarm Events department has opened a case for review.  At this time, Vivint is awaiting documentation from Ms. [redacted], to proceed in reviewing the incident. If Ms. [redacted] will provide Vivint with a police report from this incident, her request will be further reviewed.  Ms. [redacted] may email this documentation to: [email protected], or fax it to: (801) 765-5759, for faster processing.  Furthermore, Ms. [redacted] has an appointment scheduled for December 21, 2016 to inspect her doorbell camera and its recording settings. If the doorbell camera is found to have a malfunction, Vivint will replace this camera. 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 Office

August 26, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: August 11, 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 his 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer