Vivint Smart Home Security

June 2, 2017Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: November 8, 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. It has been agreed that Vivint will cancel the account once the system has been pulled. An appointment to return the equipment has been scheduled for June 12, 2017. 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

Complaint: [redacted]
I am rejecting this response because:I am asking that the survey document or phone call recording be provided to me by sending the file to this email address. I am not interested in spending any more of my time on hold and/or dealing with any of the employees of this clearly unscrupulous company. Technology exists for this to be a very simple and completely do-able request. Also, I did not infer that the contract was altered. I stated that the number "42" was written in AFTER the verbal agreement between the door-to-door salesperson and myself for a 3 year (36 month) contract was discussed. I had signed the contract without noticing that the number written by the salesperson was different than what was discussed. From the first time that I did notice this discrepancy, I have consistently, and will forever continue to, reported my surprise and dissatisfaction with this deceptive sales practice on the part of Vivant. I am certain that I am not the only customer reporting this same complaint. I continue to insist that the contract be immediately cancelled and have alerted both my bank and credit card companies to not accept further ACH charges from Vivant. 
Sincerely,
[redacted]

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: August 1,...

2017                         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 complications with his security system that have not been resolved, and that Vivint promised that he could cancel his Agreement if one last technician came to his home and could not fix the problem.  Mr. [redacted] explains that he had a technician at his home and the system is still not fixed, but Vivint will not cancel his Agreement.  He desires cancellation of his Agreement without penalty. To assist Mr. [redacted] in this matter, Vivint agrees to reduce his monthly services fee by 30% for the remainder of his service term.  Vivint is also willing to continue working with Mr. [redacted] to get his doorbell camera working.Mr. [redacted] signed an Agreement on August 1, 2017 with an initial term of sixty (60) months.  This Agreement states that Vivint does not warrant that the system will always operate, and that it is the customer’s duty to notify Vivint of any problems with the system and to schedule service visits to address issues.  Vivint’s records show that Mr. [redacted] has notified Vivint of problems with his doorbell camera.  A Vivint technician was sent to his home on December 30, 2017 and the doorbell camera was replaced.  Mr. [redacted] notified Vivint that he was still having problems with the camera on March 1, 2018, and Vivint advised that if a technician confirmed that the system was not serviceable, Mr. [redacted] could cancel his Agreement.  A technician came to the home on March 6, 2018 and he recommended installing a new router to improve the internet connection to the camera.  Mr. [redacted] was not willing to acquire a power strip to use for the router, so Vivint was not able to complete the recommended repair.  Mr. [redacted]’s security system is communicating properly, so it has not been deemed unserviceable.  Mr. [redacted] may contact Vivint to complete the addition of a router once he has a way to plug it in.Although cancellation of the Agreement without penalty is not warranted at this time, Vivint agrees to the above resolution.  Mr. [redacted]’s monthly services fee has been reduced by $15.00 so he will not be paying for the camera service, even if the internet connection improves.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 17, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 23, 2011        Date of Addendum: June 3, 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 that she has fulfilled her original agreement with Vivint, but Vivint will not cancel her account. Ms. [redacted] desires the cancellation of the account.Vivint’s records show that on July 23, 2011, 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 January 23, 2015.  However, Vivint spoke with Ms. [redacted] regarding her alarm service on June 2, 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 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. Cancellation of Ms. Snyder’s agreement without penalty is not warranted at this time.  However, in an effort to assist Ms. [redacted], Vivint has agreed to cancel Ms. [redacted]’ account.  Ms. [redacted] no longer has any 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: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

September 21, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 4, 2013          To Whom It May Concern:I have...

reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In his complaint, Ms. [redacted] alleges she was offer a free move without extending her agreement by a Vivint representative. Ms. [redacted] further alleges that a Vivint field service professional refused to leave the system installed unless she agreed to an extension. Ms. [redacted] desires the cancellation of her Vivint account without penalty.Vivint’s records 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 the terms and conditions of the Agreement. Our records show that Ms. [redacted] completed the required Pre-Installation Survey on July 4, 2013. During the recorded Pre-Installation Survey, Ms. [redacted] represented that she understood and agreed to the initial term of forty-two (42) months.  She also represented that she would pay a monthly monitoring fee of $[redacted] each month during that term.  Further, Ms. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement.  Vivint relied on Ms. [redacted]’s representations to ensure that she understood her commitments to Vivint as outlined in the Agreement.    Vivint’s records further indicate Ms. [redacted] had a move appointment scheduled for August 21, 2015. Vivint has no record of an offer of the move fee being waived, but the contact Ms. [redacted] was asked to sign was for eighteen (18) months, the remaining amount of months left on Ms. [redacted]’s original agreement with Vivint. Ms. [redacted] is still responsible for those remaining months; as such cancellation of Ms. [redacted]’ account is not warranted at this time. Should Ms. [redacted] wish to cancel her Vivint agreement prematurely, she may pay off the remaining balance on her account – currently $[redacted], however Vivint will take 55% off the payoff amount, bringing it to $[redacted]. Alternatively, should Ms. [redacted] wish to continue services, Vivint is willing waive the cost of the move fee. If Ms. [redacted] wishes to take advantage of either offer, I would advise her to contact Vivint’s Customer Loyalty department at ###-###-####.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 12, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]      Vivint Account #:[redacted] Date of Agreement: June 14, 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 reached out to Mr. [redacted] to address his concerns. Vivint believes this matter will be resolved to Mr. [redacted]’s satisfaction once he has received the check that was sent to him to pay off his previous alarm contract. 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

Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: Lana R[redacted] Vivint Account #: [redacted] Date of Agreement: February 17, 2015           To Whom It May Concern:I have reviewed the...

information provided by Ms. R[redacted] and appreciate the opportunity to respond. A representative from Vivint has recently contacted Mr. R[redacted] in an effort to resolve her concerns. Vivint’s records indicate that this matter has been resolved to Mr. R[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: [redacted], attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

Complaint: [redacted]
I am rejecting this response because:after looking into it my secondary panel is still sold at $150.00 online. So is the panel that vivint wants to put in and cost only 42.00. The second panel does not alert you whether the system is armed or disarmed and with the secondary panel on the second floor you can not hear the  main panel. I also believe it is not Vivints place to tell me  to bring technology into the master bedroom to make the system work the same way I have been using it for 5 years.If vivint at the very least they should refund what the cost of the panel was at the time of the systems install, purchase another online and install. Vivint also points out about the service call fee. The tech came out to tell me he is not familiar with the old system it should be replaced but he had nothing on his truck that worked with the old system and call vivint for an upgrade. My panel has not been replaced or fixed with a panel of the same functionality.
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. This correspondence is the first time Vivint has even remotely been cooperative about cancelling the contract, even the day this was reported to the Revdex.com of Utah they were very defiant towards me on the phone!I am retaining a copy of this letter for future reference and ask that the Revdex.com of Utah leave this case open for at least 6 months in the event they try and send me to collections as they have so many others!As of March 29,2017 after and only after receiving this response on March 28, 2017 I contacted my financial institute and cancelled any and all future auto payments with Vivint as the letter stated effective immediately on March 28,2017 Vivint System has been cancelled and as of said date I am no longer financially obligated to Vivint!
Sincerely,
[redacted]

November 12, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:  Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted]  Date of Agreement: October 24, 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 that the install technician caused some damage to his home. Mr. [redacted] desire the repair of the damage. Vivint’s records indicate that a home damage claim was opened on Mr. [redacted]’s account on October 26, 2015. The result of the investigation was the offer of $[redacted] Mr. [redacted] made mention in his complaint. Vivint has asked for their Home Damage department to reopen Mr. [redacted] claim, and review the offer made. Mr. [redacted] should receive a call regarding this matter by one of our Home Damage representatives. 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]

September 2, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: January 9, 2015           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 Ms. [redacted] in an effort to resolve her concerns. This matter is in the process of being resolved. If Mr. [redacted] or Ms. [redacted] has any further concerns, they may contact the 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: [redacted], 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]

June 15, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129 RE:   Consumer Complaint Case #: [redacted]  Complainant:  Kevin [redacted] Vivint Account #: [redacted] Date of Agreement:  July 30, 2014 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 has had equipment complications and multiple billing issues with his account, both with his new move and at the time of his initial installation.  Mr. [redacted] alleges that he was never given a promised credit of $99.00, and that he was not given his full refund for the amount his account was overcharged for equipment at the time of installation.  Mr. [redacted] further alleges that he has received conflicting information regarding the cost of equipment.  He desires cancellation of his agreement without penalty, an explanation of all costs associated with his account, and all promised credits refunded to him.  Vivint’s records indicate that Mr. [redacted] and Vivint’s sales representative agreed upon installation of extra equipment at an additional cost.  At the time of installation, however, it was discovered that Mr. [redacted] would not need the extra equipment that he had been invoiced for.  Mr. [redacted]’s initial invoice was therefore higher than the cost of his installed equipment.  Vivint applied a credit to Mr. [redacted]’s account to correct this discrepancy, and a refund was sent back to Mr. [redacted]’s credit card on file in the amount of $[redacted].  The amount of this refund reflects the difference between Mr. [redacted]’s first payment ($[redacted]), and the amount that the payment should have been ($[redacted]), which includes the activation fee and monthly monitoring fees due at the time of the refund.  A representative from Vivint has recently attempted to contact Mr, [redacted] in an effort to resolve this matter.  To assist Mr. [redacted], Vivint has applied the requested credit of $99.00 to the billing account, as well as a credit to cover one month of service.  Vivint would like to apologize for any inconvenience or misunderstanding regarding the billing of Mr. [redacted]’s account.  Should Mr. [redacted] desire a more detailed description of his payments and costs, he may request this from the representative who has emailed him.Furthermore, Mr. [redacted] signed a Purchase and Services Agreement upon installation of his Vivint system, in which he represented that he understood and agreed to the initial term of forty-eight (48) months.  He also represented that he would pay a monthly monitoring fee of $[redacted] each month, plus applicable taxes, during that term.  Cancellation without penalty is not warranted 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: [redacted] attention Department 160 - Legal. Sincerely, Nathan *. [redacted]

May 24, 2016Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]    Vivint Account #: [redacted] Date of Agreement: November 20, 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 had a kitchen fire and the smoke detectors that are hard wired into his home did not activate due to a Vivint technician unhooking the fire alarm system. Mr. [redacted] desires his smoke detectors to be repaired and for his System Purchase and Services Agreement (“Agreement”) to be cancelled without penalty. Vivint has created a claim with our Home Damage department. A representative will reach out to Mr. [redacted] to address his concerns and reach a resolution. Vivint’s Home Damage department will require photographs of the damage, if available. I would advise Mr. [redacted] to send in any photographs or other documentation that he may have in relation to the damage to [email protected] in order to speed up 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]Chief Compliance Officer

Complaint: [redacted]I am rejecting this response because: The issue still has not been fixed. I have been paying for a service that has not worked properly since day one. I am looking for the problem to be corrected and reimbursed for the amount of payments that I have made since starting with your company.Sincerely,Travis M[redacted]

August 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 28, 2016           To Whom It May Concern: I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. In Ms. [redacted]’s response she explains that she was never contacted by Vivint to resolve this issue and that she had received the refund spoken about in the original complaint but that she would like Vivint to put her old system back in her home.Vivint’s records indicate that a Vivint representative contacted Ms. [redacted] via the email address she provided in her complaint on August 8, 2016. Regarding the old equipment in Ms. [redacted]’s home; at the end of the contract that equipment became the property of the homeowner to do with as they please. At this time the equipment remains the responsibility of the homeowner. Ms. [redacted] may contact the Vivint representative that 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: ###-###-####, 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 not satisfactory to me but I will accept it. The only thing that was added was 5 free sensors out of 25 I have. I still will have to come out of pocket at least $600 which should have been communicated up front by deceiving salesman. 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I have talked with Vivint phone representatives several times, and I told them i'm not 100% certain where we will be moving. We think we may be moving out of the country, but we are not certain. The only resolution i'm wanting is a cancellation of my contract without penalties, because I was deceived when signing up for Vivint. I was told lies and the sales rep knew I would've never signed up for the long term contract, because I kept telling him we are planning of moving out eventually. If we do stay within the United States, I have absolutely no use for Vivint anyways, especially after the deception we have gone through with this company. 
Sincerely,
[redacted]

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: July 7, 2012           To Whom It May Concern:I have reviewed the information provided by Ms. [redacted] and appreciate the opportunity to respond. Vivint records indicate that Ms. [redacted]’s payment of $377 was received on September 25, 2017. Therefore, in accordance with Vivint’s earlier letter Vivint agrees to annul the verbal extension to Ms. [redacted]’s Agreement. Ms. [redacted]’s account will continue month to month and can be cancelled by her with thirty (30) days prior written notice. A copy of this letter has been mailed to 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: (801) 765-5759, attention Department 160 – Legal. Sincerely, Nathan *. W[redacted]

January 6, 2015Revdex.com of Utah3703 W 6200 SSalt Lake City, Utah 84129RE:   Consumer Complaint Case #: [redacted]  Complainant: [redacted]  Vivint Account #: [redacted] Date of Agreement: July 3, 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 that Vivint did not allow him to place his account on hold, and he was advised by an electrician to enter his home after Mr. [redacted] had turned over the key. Mr. [redacted] desires the cancellation of the account without penalty.    Vivint’s records indicate that prior to the installation of any equipment; Mr. [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 the terms and conditions of the Agreement. Our records show that Mr. [redacted] completed the required Pre-Installation Survey on July 2, 2015.  During the recorded Pre-Installation Survey, Mr. [redacted] represented that he understood and agreed to the initial term of sixty (60) months. He also represented that he would pay a monthly monitoring fee of $[redacted] each month during that term. Further, Mr. [redacted] represented that these terms were clearly outlined on the Agreement and that Vivint’s representative did not make any promises or commitments which were not written on the Agreement. Vivint relied on Mr. [redacted]’s representations to ensure that he understood his commitments to Vivint as outlined in the Agreement. Vivint policy states that an account cannot be placed on deferment unit the account is active for at least a year. As such Mr. [redacted] was not placed a deferment while he was moving his system. Due to Hawaii state law when Vivint technician is dispatched, a licensed electrician must be on site as well. However this electrician is not an official employee of Vivint. Vivint cannot control what this electrician advises a customer to do. However Vivint records indicate that his system was successfully pulled on October 8, 2015. Vivint attempted to install his system at his new home, but Vivint was unable to confirm the appointment after multiple attempts to contact Mr. [redacted] so the appointment was cancelledCancellation of the account without penalty is not warranted at this time. Should Mr. [redacted] wish to cancel his agreement prematurely, his payoff amount would be $[redacted]; however, in an effort to assist Mr. [redacted], Vivint is willing to lower his payoff amount by 25%, bringing the total payoff amount to $[redacted]. Alternately, if Mr. [redacted] choosing to continue his service, Vivint has agreed to apply a credit worth three months of his monthly monitoring fee. If Mr. [redacted] wishes to take advantage of either of these offers, I would advise him to contact Vivint’s Customer Loyalty department at ###-###-####.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]