Vivint Smart Home Security

January 6, 2017       Revdex.com of Utah 3703 W 6200 S Salt Lake City, Utah 84129 RE:      Consumer Complaint Case #: [redacted]             Complainant: [redacted] [redacted]...

            Vivint Account #: [redacted]              Date of Agreement: May 25, 2016                                                                To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she has experienced difficulty regarding a refund that was to be applied to her back account from Vivint. Ms. [redacted] requests that Vivint process the refund.   Vivint’s records indicate that the requested refund was issued on December 29, 2016. Ms. [redacted] can expect to receive this refund within 7-10 business days from the issue date. Vivint apologizes for any undue delay or inconvenience this may have caused.   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

September 21, 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 5, 2017                                                               To Whom It May Concern:   I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond.   In her complaint, she explains that she was informed by the sales representative that if she were to cancel her account in the allotted time period, her old equipment would be re-installed by Vivint. She further explains that Vivint did not re-install her old equipment and she is being charged for the re-installation. Ms. [redacted] requests that Vivint compensate her for the amount that she was charged for the re-installation.   Vivint’s records indicate that Ms. [redacted] was refunded the amount of $327.77 on September 13, 2017. Ms. [redacted] will receive this refund within 7-10 business days from the issue date.   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 13, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 27, 2016           To Whom It May Concern:I have...

reviewed the information provided by Mrs. [redacted] and appreciate the opportunity to respond. In her complaint, Mrs. [redacted] states that she has had billing complications since the installation of her system that have not been resolved. Mrs. [redacted] further states that her sales representative mislead her in regards to canceling her North Star security account. A representative from Vivint has recently attempted to contact Mrs. [redacted] in an effort to resolve her concerns. As of March 13, 2017, Mrs. [redacted]’s billing account is past due $121.98. Upon payment of $121.98 Vivint will cancel Mrs. [redacted]’s Vivint’s security account. Additional, Mrs. [redacted] will be granted to keep all Vivint equipment. 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 9, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: N/A Date of Agreement: N/A           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 sales representatives from Vivint continually knock at her door although she has asked them to stop. Ms. [redacted] requests for her home to be placed on a ‘no soliciting’ list. The sales representatives in question are employed by Smart Home Pros, Inc. (“Smart Home Pros”), a licensed dealer of Vivint. Ms. [redacted]’s complaint has been reported to Smart Home Pros regarding the representatives who knock at her door. 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 23, 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 6, 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 her elderly father has experienced and issue with the sales representative and canceling his account. Ms. [redacted]’s desired resolution is cancelation of the contract. A representative from Vivint has recently attempted to contact Ms. [redacted] in an effort to resolve her concerns. In an effort to help Ms. [redacted] and to resolve this issue. Vivint can cancel the account without any additional charges, if Ms. [redacted] and her father will allow a Vivint technician to come to the home to remove the equipment. After the technician has removed the equipment the account and contract will be canceled. If Ms. [redacted] wishes to pursue this resolution or if she has any questions or concerns Ms. [redacted] may contact the Vivint representative that reached out to her 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]Chief Compliance Officer

February 21, 2018Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 1, 2009 Date of Addendum: February 17, 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 has had equipment complications as a result of a software issue with his security panel. He explains that Vivint has lowered his monthly rate as a result of this issue but the issue has not been resolved. Mr. [redacted] request that Vivint correct this software issue with his control panel.At this time Vivint does not have a software version fix to resolve Mr. [redacted]’s issue, nor do they have an estimation as to when this fix may be released. In light of this information, if Mr. [redacted] desires to cancel his service Vivint is willing to forgo the normal cancellation procedure and cancel his Agreement with no penalty. If Mr. [redacted] wishes to accept this offer Vivint request that he contact the representative who has attempted to reach him by phone at (801) 222-5875.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

September 25, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 30, 2010           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 he requested cancellation of his account, but that Vivint continued to bill him for service for two (2) months following his request. Mr. [redacted] desires a refund of the monies he paid to Vivint for the past two (2) months, and compensation for an overdraft fee he was charged from his bank.   Vivint’s records show that Mr. [redacted] signed an agreement with Vivint on April 30, 2010, in which he agreed that service would continue year to year after the initial term of forty-two (42) months, unless cancelled in writing no less than 30 days before the next renewal term (APX/Vivint Purchase and Services Agreement, Section 2.4).  Mr. [redacted] contacted Vivint by phone on August 19, 2015 to request cancellation of his account.  During this phone conversation, Mr. [redacted] was advised to send Vivint his notice of cancellation, and Mr. [redacted] sent Vivint the notice that same day.  As this is a thirty (30) day notice, Mr. [redacted]’s account was cancelled September 22, 2015. Mr. [redacted] has no further obligation to Vivint at this time.  In an effort to assist Mr. [redacted], Vivint will send a check to the mailing address on file in the amount of $[redacted], to refund the payment made on September 15, 2015 and to help with any overdraft fees Mr. [redacted] may have been charged.  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]

After talking with corporate who agreed that our situation was unsatisfactory the tech came to our house and got everything in working order. The issue is it took him 1.5 hrs to do so because the equipment wouldn't cooperate with him. He actually had to completely replace the doorbell and the Electric lock on our house and said that when the lock was initially installed they crimped one of the wires which is why it was continuously shorting out on us and locking us out. I checked my account and realized I was charged for the month, at no fault of vivints since the very next day is when I talked to corporate, so I called them and had that charge refunded. The issue started after this, I was on the phone with them for an entire hour and was transferred back and forth between customer care and customer loyalty because no one knew how they could refund my account for the months that I was paying for a service I wasn't getting, and at no fault of my own. Finally the 7th or so person I spoke with said no refund would be given as my account is now terminated and not even corporate can do anything for me (you have your regular techs talk on behalf of corporate now?). I request another call from corporate to have this matter resolved. YOUR OWN TECH ADMITTED TO ME THE DAMAGE WAS FROM INSTALL. I am not asking for a entire refund for  the duration of my contract, my alarm system still worked. I am asking for a refund for the duration of the doorbell being broken and obviously the entire duration that the door lock had been malfunctioning. You guys really need to get your call center together as well.....
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[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.
I am still waiting for the full restitution to be reflected in my bank account.
Sincerely,
Janet S[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]

January 26, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement:  April 15, 2015 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 that her sales representative misinformed her about the term of the Agreement. Ms. [redacted] believe the initial term of the Agreement was for 3 years, however when she recently called into Vivint she was informed the Agreement was for 5 years.  Ms. [redacted] desires for her account to be closed without penalty. Vivint’s records indicate that prior to the installation of any equipment; Ms. [redacted] signed a System Purchases and Services Agreement. By signing the Agreement Ms. [redacted] represented that she understood and agreed to the initial term of sixty (60) months.  She also represented that she would pay a monthly monitoring fee of $59.99 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. After installation, Vivint provides its customers a 3 day Right of Rescission period. During this if they are unhappy with any aspect of the equipment or Agreement; Vivint will close the account without penalty after given proper notice (Section 4. 4). Vivint receive no such request from Ms. [redacted] within the allotted time therefore the full term of the Agreement applies. Vivint has included a copy of Ms. [redacted]’s Agreement with their response.  Vivint has been providing security services to Ms. [redacted] since the time of installation, on April 15, 2015. Cancellation of the account is not warranted. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $2,579.55, however Vivint will take 55% off the payoff amount, bringing it to $1,160.80. 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 accepting this response with a large BUT:While Vivint has cancelled
the account and removed the collection (for the second time), and sent a separate message of apology, this letter sure tries to avoid making any public acknowledgement of their failings. They
fail to acknowledge that this had already been done. This entire situation
already occurred. They fail to mention or acknowledge that they
re-opened something that had already been resolved. They fail to mention
that they had already removed a plethora of excess funds from my
account, and had already accepted my final payment, and this matter was
already closed. Worst of all, they fail to mention that when I called just yesterday to try and
explain this to them, have them look over my account, and provide the proper documentation to prove my
story (because I have it all), their account manager utterly refused to listen. He went so far
as to state that he knew better because he had been working there for
years, that I was wrong because the amount was past due, and that I needed to
take it up with collections.This practice is
incredibly unethical, and I am concerned for those that do not keep all
the documentation required to prove themselves, as apparently this
business believes that going years in the past and erasing agreements
and records, and submitting money to collections when payment is on file, is perfectly acceptable.So while it has been resolved (again), this whole matter leaves me worried for the problems other customers will be/are facing, and makes me wonder how many other people have faced dual payments without the evidence needed to prove they were in the right.Use Vivint with caution.
Sincerely,
[redacted]

March 8, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 9, 2016           To Whom It May Concern:I have reviewed the...

information provided by [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

March 15, 2018Revdex.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, 2017                         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 that she has had complications with her system that have not been resolved due to problems with getting a technician to her home.  She desires a discount or credit towards her equipment for her loss of time waiting for Vivint’s technician. To assist Ms. [redacted] at this time, Vivint agrees to waive a recent charge for the door lock that was invoiced.  A credit of $169.59 has been applied to her billing account.Vivint’s records show that Ms. [redacted] notified Vivint of her equipment concerns and an appointment was scheduled for March 8, 2018; however, the technician did not have the repeaters needed to complete the repair and the appointment was cancelled.  Vivint would like to apologize for any inconvenience or miscommunication this may have caused.  A Vivint technician was dispatched to Ms. [redacted]’s home on March 12, 2018, and it was determined that new power lines would need to be run outside the new drywalled ceiling to get the outdoor cameras working again.  Vivint is willing to continue working with Ms. [redacted] to get the matter resolved. 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 7, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: N/A Date of Agreement: N/A           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 a sales representative from Vivint has continued to come to his house after being told he does not want the system. Mr. [redacted] wishes for this behavior to stop. This behavior is against Vivint’s policy regarding their sales representatives. Vivint would like to address this with the sales representative in question; however Vivint has not been provided with any identifying information regarding the employee who went to Mr. [redacted]’s home. If Mr. [redacted] could provide either a name or an employee ID number, Vivint will reach out to the employee’s manager to correct this behavior.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 concerned about the refund. The card Vivint has on file has been cancelled because of the continuous charges by them. I will accept a check addressed to me for the refund. Also, I keep receiving phones calls 2x a day at least from Vivint wanting to setup an appointment. I would like for those to stop.
Sincerely,
[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]

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. Vivint said that they will remove their equipment on June 12th, cancel my account contract and also said that there will be no more billing due to faulty video.
Sincerely,
[redacted]

November 11, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: October 17, 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 that she was not informed of the three day right of rescission period. Further, that the alarm system is difficult to operate and that she has been experiencing equipment malfunctions. Ms. [redacted] desires her System Purchase and Services Agreement (“Agreement”) cancelled without penalty. Vivint agrees to upgrade Ms. [redacted]’s account to Premium Service which will provide her with free technician visits for when any repairs of the system or instruction on its operation is needed. Vivint’s records indicate that Ms. [redacted] entered into her Agreement on October 17, 2016. By signing her Agreement Ms. [redacted] agreed to section 4.5 which states, “You may cancel this Agreement at any time prior to midnight of the third business day after the date of this transaction.”Vivint’s records further indicate that prior to the installation of any equipment, Ms. [redacted] completed a telephonic Pre-Installation survey with Vivint’s Account Creation department. Every customer must complete this Pre-Installation survey, and if a customer does not pass the survey, Vivint will not enter into an Agreement with the customer and will not install any equipment in the customer’s home. The purpose of the survey is to verify certain information, ensure that the customer understands Vivint’s offer, and confirm that terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation survey on October 13, 2016.During the recorded Pre-Installation survey, Ms. [redacted] represented that she understood and agreed to this initial term of forty-two (42) months. She also represented that she would pay a monthly monitoring fee of $44.99 plus any applicable taxes 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. Due to Ms. [redacted]’s representations and the terms of her Agreement cancellation without penalty is not warranted. Nevertheless, Vivint agrees to the above resolution.  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 5, 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: June 20, 2017                                                                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 that she requested cancellation of her account prior to the end of her initial term due to equipment not functioning. She then explains that despite this Vivint continues to bill her for service. Ms. [redacted] requests that she is no longer billed for the remainder of her contract, as well as Vivint retrieve their equipment from her home.   A representative from Vivint has contacted Ms. [redacted] in an effort to resolve this matter.  Vivint has agreed to cancel Ms. [redacted]’s Agreement without penalty once the system is removed.   Vivint’s records show that Ms. [redacted] signed an Agreement on June 20, 2017, with an initial term of sixty (60) months.  She is within the initial term of the Agreement and as such, her request for cancellation was denied.   Despite this information, Vivint has agreed to the above resolution, and Ms. [redacted] has no further obligation to Vivint. She may work with Vivint’s representative to set up an appointment for a technician to retrieve the equipment.   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