Vivint Smart Home Security

Revdex.com:I called Vivint's Loyalty Department as instructed by response from Nathan W*** CCO on 7/12/to request the equipment to be picked upThey of course have no appointments available for the next two weeksThey will escalate a ticket and let me know when someone can come out and retrieve their equipmentIf someone can expedite the process as I am anxious to be done with this companyIt is not my obligation to make sure they pick up their equipmentAs a customer the only things under my control are to make a request and be available whenever the technician is scheduledI have done my part by requesting for them to pick up their equipment Per Vivint's part they agree to no longer hold me under contractual obligation 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] ***

October 29, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 5, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] alleges that he has not received his refundMr [redacted] desires a check sent to his home in the amount of $20.21.Vivint’s records indicate that another check has been sent on October 29, to Mr [redacted] , he should be receiving it in seven (7) to ten (10) daysIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

September 15, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 29, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn 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 concernsVivint’s records indicate that this matter has been resolved to rescission’s satisfactionVivint’s records show that a refund check for $was sent to Mr [redacted] on August 17, 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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Online Advertisement does NOTmenrion old customers OLNY!!! Advertisement states Special Offer Free Activationfree activation new clientsSatisfactory credit pays up to $199.00.......$is NOT mentioned in special offer Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted]

May 16, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 9, Date of Addendum: August 21, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsIt has been agreed that Vivint will immediately cancel the accountVivint’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: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

December 18, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 27, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Ms [redacted] , Ms [redacted] ’s daughter, in an effort to resolve their concernsVivint’s records indicate that this matter has been resolved to Ms [redacted] satisfactionMs [redacted] may contact Vivint’s representative if she has any additional questions or requestsIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because: Dear Revdex.com I would like to reopen a case that was supposed to be resolved through your companyIn june I emailed you about a problem with vivint alarm and monitoring company and after much trouble and a lot of investigation the results were we agreed to accept a full refund of two months payment and they would close the account immediatelyNot questions asked we agreed to the terms we was refunded and no payment was taken out in July, so when checking my bank statement today they have taken out This company is the biggest scam artist ever,they say we never canceled the service which is a flat out lie Three family members have tried to cancel it for five or better years and it always seems to get taken from the bank account, so after several attempts we went to the bank and stopped payment of so for one month they got nothing and we thought it was resolved, but the next month they was smart and took payments which was around the first of June ,we where extremely mad and contacted your company and it was determined that the company vivint would close the account immediately after the refund, they refunded the money waited to months and charged for months This is not right there are over bad reviews online about this company ranging from longer contract than agreed to taking money after account is closedI asked for a full refund and they told me that I was lucky to be refunded the first timeAt this point I'm keeping all emails from them and you along with taking notes also I will start recording my calls because I have a feeling I will have to take it to court .THIS Company Should Be Shut Down Sincerely, [redacted] ***

July 16, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: SW [redacted] Vivint Account #: [redacted] Date of Agreement: February 6, To Whom It May Concern:I have reviewed the information provided by MsW [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsW [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to MsW [redacted] ’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

September 21, Revdex.com of Utah W S Salt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 5, 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 VivintShe further explains that Vivint did not re-install her old equipment and she is being charged for the re-installationMs [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 $on September 13, Ms [redacted] will receive this refund within 7-business days from the issue date If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – Legal Sincerely, Nathan *W [redacted] Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:I am not sure which conversation you are referring but you should listen to the entire set of conversations (starting August 12) in which at least on two occassions I was asked to locate the sensor and I could not Then I was told that a replacement magnet could be sent - and I told the Vivint rep would serve no purpose since I could lnot ocate the sensor More importantly, my point is that you cannot expect a customer to be without a security system for a month That is unacceptable customer care I am happy to present my facts to an arbitror or for a legal review Your offer of exiting the contract with a penalty is not only unethical, but I would consider illegal - you cannot charge me for a service that you are not providing You are in the business of providing security - if my house were broken into tomorrow, I would sue Vivint for negligence Bottomline - I need to go with a provider who will provide security on an ongoing basis and fix problems in a timely manner Please reconsider your position and do the right thing Sincerely, [redacted]

August 24, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 13, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint Ms [redacted] states that she attempted to contact Vivint to cancel her System Purchase and Services Agreement (“Agreement”) but she was unable to do so with Vivint’s Customer SupportMs [redacted] desires her Agreement cancelled without penalty and a refund of all monies paid to VivintVivint’s records indicate that Ms***’s Agreement is cancelled and a refund of all monies paid to Vivint was sent to her on August 22, in the amount of $Ms***’s alarm system was removed from her home on August 19, Vivint believes this matter has been resolvedIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

July 1, Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 16, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint, Mr [redacted] states he has experienced multiple equipment concerns that Vivint has yet to resolve in a timely matterMr [redacted] further states that his Vivint customer service experience has been poorMr [redacted] desires the cancellation of his Agreement without penaltyAfter further review, Vivint’s records show that on June 27, Ms [redacted] was extended the offer of an extended trial period where she could request cancellation without penalty through June 28, Records indicated Ms [redacted] wanted to think on the offer before making a final decisionVivint did not receive confirmation on if the [redacted] ’s wanted to continue the cancellation processAs a result, the account continued as dictated by the Agreement on fileA representative from Vivint has recently attempted to reach out to Mr [redacted] in an effort to resolve his concernsIf Mr [redacted] has any additional concerns, he may contact Vivint’s representative directlyIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Offer

April 3, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July To Whom It May Concern:I have reviewed the information provided by Ms [redacted] concerning [redacted] ***’s account with Vivint and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfactionHis Vivint system has been cancelled effective immediatelyMr [redacted] has no further contractual obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

Complaint: [redacted] I am rejecting this response because:August 13: The sensor error did not happen while I was on the call but a day later, the sensor tripped at night and a alarm was generated This woke up my family in the middle of the night and the neighborhood watch wanted to know what was going on I stopped setting the alarm after that August 17: When I called they offered to ship me a magnet I told them that I cannot see anything in the window that remotely resembled a magnet The Vivint rep then said that there was no point in shipping the magnet The earliest date offered to me was Sept for a technician to come outAugust 19: A Vivint rep called and offered to send a magnet and I told her the same thing as above She offered to give me credit for the time the service was not available I declined for the reason below:Example 1: If I were to hire security guard to protect my home and he got sick and said I will come back in a month, that would not be acceptable I need my home protected and a replacement guard needs to be made available We are talking about the safety and security of my home and a taking nearly a month to fix a sensor is not acceptable.Example 2: If my internet was down, I would expect my ISP to fix it in a day or twomy livelihood depends on working from home If they offered to fix it weeks later, I would fire them Same thing with Vivint - my life, my family's life is at stake hereVivint is supposed to protect my home and treat it as a priority...not take their own sweet time A few days is okayweeks is not okay.Bottom line: 3+ weeks without protection is unacceptable I am moving on to another security provider who can fix issues in a timely manner Sincerely, [redacted]

October 12, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: September 3, To Whom It May Concern: I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn Mr [redacted] ’s complaint he explains that he is having issues with his doorbell camera and is unhappy about the $charge to have a technician go to his home to fix or replace itA representative from Vivint has recently attempted to contact Mr [redacted] in an effort to resolve his concernsVivint will be able to get a technician go out to Mr [redacted] ’s home and fix or replace the doorbell camera free of chargeVivint can also put a credit on Mr [redacted] ’s for one month to cover the doorbell cameras down timeIf Mr [redacted] would like to move forward with this resolution or if he has any questions he can contact the Vivint representative who reached out to him.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

September 30, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: N\A To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr***’s satisfaction.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – Legal Sincerely, Nathan *W***

July 15, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Alan B [redacted] Vivint Account #: [redacted] Date of Agreement: September 5, To Whom It May Concern: I have reviewed the information provided by MrB [redacted] and appreciate the opportunity to respondIn his complaint, MrB [redacted] alleges to having equipment complications with his security system that have not been resolved, and that he has been unable to cancel his Agreement without penalty MrB [redacted] desires cancellation of his Agreement without penaltyVivint’s records show that MrB [redacted] first notified Vivint of his equipment concerns on June 27, 2015, and Vivint requested shipment of the needed sensor to MrB*** Vivint contacted MrB [redacted] on July 6, 2015, and a service appointment was scheduled for July 10, as MrB [redacted] had not yet received his sensor MrB [redacted] contacted Vivint on July 9, 2015, and cancelled this service visit.A representative from Vivint has recently contacted MrB [redacted] again, in an effort to resolve his concerns Another service visit is scheduled for July 20, 2015, to replace the sensor and address any other equipment concernsVivint has applied a one month credit to MrB***’s billing account, for any inconvenience and downtime he has experienced.Furthermore, MsAmanda Coker signed a Purchase and Services Agreement upon installation of her Vivint system, in which she agreed to the initial term of sixty (60) months She also represented that she 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: North West, Provo, Utah 84604, or fax number: [redacted] , attention Department – LegalSincerely, Nathan *W***

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 meHowever, I would like verification and documentation that my account has in fact been closed, at this point it still appears to be open Sincerely, [redacted] ***

August 24, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: December 13, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted Mr [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter has been resolved to Mr [redacted] ’s satisfactionIf you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

October 6, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: April 25, To Whom It May Concern:I have reviewed the information provided by Mr [redacted] and appreciate the opportunity to respondIn his complaint Mr [redacted] states that he has had numerous system issues since his equipment was installed, that his camera did not record a theft and Vivint’s sales representative misrepresented Vivint’s equipment functionalityMr [redacted] desires his System Purchase and Services Agreement (“Agreement”) cancelled without penalty, a refund of all monies paid to Vivint, reimbursement of $for a stolen pistol and $for lost time and stressVivint agrees to cancel Mr [redacted] ’s Agreement without penaltyAs of the date of this letter Mr [redacted] has no further obligation to VivintShould Mr [redacted] desire to have his alarm system removed he may contact my 24/Customer Service department at to schedule an appointmentVivint’s records indicate that Mr [redacted] entered into his Agreement on April 25, By signing the Agreement Mr [redacted] agreed to test his equipment in accordance to Vivint’s Central Station at least monthly as stated in the Agreement (Section 12)Mr [redacted] called into Vivint on May 12, to trouble shoot his cameras, and it was discovered that his alarm panel was not receiving a strong enough bandwidth connection from his internet providerVivint reset Mr [redacted] ’s alarm panel and reconnected his alarm panel to his internetVivint believed any equipment issues to be resolved and did not receive any communication from Mr [redacted] until September 13, when Mr [redacted] informed Vivint that his camera did not record a theftIt is important to mention Vivint’s “Limited Liability” (Section 3) to which Mr [redacted] agreed to by signing his AgreementDue to this Vivint will not be held liable for any missing items from Mr [redacted] ’s propertyVivint has been providing monthly monitoring service to Mr [redacted] ’s alarm system since it was installedAs such, a refund of all monies paid to Vivint and reimbursement for lost time and stress is not warrantedVivint’s records indicate that following the installation of the equipment, Mr [redacted] completed a telephonic Post-Installation Survey with Vivint’s Account Creation department Every customer must complete this Post-Installation Survey, to verify certain information regarding use of the system and other important detailsOur records show that Mr [redacted] completed the required Post-Installation Survey on April 25, 2015During the recorded Post-Installation Survey, Mr [redacted] represented that he was satisfied with the installation of his system In addition, Mr [redacted] ’s signed Purchase and Services Agreement explains that it is the customer’s duty to notify Vivint if there is a problem with the system, and that he may request a service visit (Sections 5, 12).If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer