Vivint Smart Home Security

Complaint: [redacted] I am rejecting this response because:The business and I are just talking in circles I agreed to and paid $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 $when you take into account the payment credit, the for priced sensors and the technician visit Considering I pay over $a month for the service and paid $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] ***

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 However, Vivint was very quick to take my money for a service they failed to fulfill, but was slow in refunding such funds, which resulted in me having to file this complaintIn the future my hope is that Vivint refunds customers' money with the same promptness in which they take those funds Sincerely, [redacted] ***

July 29, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Brian S*** Vivint Account #: [redacted] Date of Agreement: July 4, To Whom It May Concern:I have reviewed the information provided by MrS [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MrS [redacted] in an effort to resolve his concernsVivint’s records indicate that this matter in the process of being resolved to MrS***’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***

Complaint: [redacted] I am rejecting this response because: We entered a contract based on the fact the the equipment would workWe have had nothing but issues with our equipment and our service since the beginningThey are not keeping their end of this contract with working serviceIt is laughable that we can get working equipmentThe service is always offline, the camera doesn't work, the app doesn't work and we had to get a locksmith to open our front door because the keypad, app and key didn't workClearly Vivint is not upholding their side of this contract Sincerely, [redacted] ***

August 23, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: January 31, 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 has had numerous issues with her alarm panel and that she tried to have her System Purchase and Services Agreement (“Agreement”) taken over by her sister but Vivint could not facilitate her sisters installation soon enough and the Agreement was never taken overMs [redacted] desires cancellation without penalty and a refund of all monies paid to VivintVivint agrees to cancel Ms [redacted] Agreement without penaltyAs of the date of this letter Ms [redacted] has no further obligation to VivintVivint’s records indicate that Ms [redacted] gave Vivint permission to transfer her Agreement to her sister on June 1, Vivint did not receive communication from Ms [redacted] ’s sisterPreviously, on August 18, Ms [redacted] ’s sister decided against taking over the Agreement and it remained Ms [redacted] ’s responsibilitySince Vivint has been providing monitoring service to the alarm system a refund of monies paid to Vivint is not warrantedNevertheless, Vivint agrees to the above resolutionIf 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

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: Elisabeth Q [redacted] Vivint Account #: [redacted] Date of Agreement: June 17, To Whom It May Concern: I have reviewed the information provided by MsQ [redacted] and appreciate the opportunity to respondIn her complaint, MsQ [redacted] alleges that damage was done to her home during removal of Vivint’s equipmentMsQ [redacted] desires that this matter be addressed and resolved by VivintA representative from Vivint has recently contacted MsQ [redacted] in an effort to resolve her concernsAt this time, Vivint is awaiting documentation from MsQ***, to proceed in reviewing the incidentVivint’s records indicate that this matter is in progress and a resolution will be reached to MsQ***’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***

August 17, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: Michael R [redacted] Vivint Account #: [redacted] Date of Agreement: July 22, To Whom It May Concern:I have reviewed the information provided by MrR [redacted] and appreciate the opportunity to respondA representative from Vivint has recently contacted MsBarbara R [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter has been resolved to MrR [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***

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 It is very unfortunate that it had to come to this; but companies can not use contracts illegally to hold down a consumer...period! Contracts should be filled out completely and list out all the fees applicable such as Labor and Service Companies should plan for fees being waved when its found to not be the customers fault I personally am very tech savy and could have fixed this; but the initial installation of the sensor was cemented to the door leaving it impossible to remove without damage When selling a home automation system; do not say it will work with all the devices in the market because it doesn't You have a list of what you work with and that is it The only reason the skycontrol panel was put in was because the linear garage opener did not work with what I had; but did with the competition Your phone agent put in the replacement request as a courtesy to being told wrongly; yet this one also had a set list of supported devices too and I was told it would actually work with more than the last Funny is how after this new panel went in the other garage sensor went on the frits; another device the new panel prob didn't work with; something else Vivnt didn't do its research on when changing equipment If I would have known this from day one I would have went to another company that was offering the same systems in instead of attacking your business today because I was backed up against a wall Listen to your customers and for a company that says they have the best service; you get a rating from me considering it had to take a legal route within your company and the Revdex.com.I will begin the process of searching for a Canadian owned and operated business for my security needs based on the last response from your legal representative This concludes our business dealingThank you Revdex.com Sincerely, [redacted] ***

In Vivint's response they referred to a telephone survey in which I verbally agreed to the contract of months I would like to hear the voice recording of such survey Since they provided a rebuttal, I would also like to make claim to the $in referral bonuses that were promised I await Vivint to provide audio evidence Thank you Revdex.com for your role in this matter.John *M*** Complaint: [redacted] I am rejecting this response because: Sincerely, John And Debra M***

August 16, 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 9, 2011 To Whom It May Concern: I have reviewed the information provided by Mr. [redacted] and appreciate the opportunity to respond. In his complaint, he explains that he previously requested Vivint to submit a refund of $995 for equipment that he paid for but never received as well as a refund of $49.99 for a month of service. He further explains that he never received these refunds. Mr. [redacted] requests that Vivint refund him the requested amounts. Vivint’s records indicate that Mr. [redacted] ’s credit card was partially refunded $707.35 on June 30, 2016. In an effort to resolve Mr. [redacted] ’s concerns, Vivint has submitted an additional refund of $337.64 to cover 1 month of service that he did not receive and the remaining amount of $995 less $707.35. This refund will go back on his visa card within 7-10 business days. Vivint apologizes for the delay and inconvenience this may have caused Mr. [redacted] . If you have further questions or concerns regarding this response, please respond to either our mailing address: 4931 North 300 West, Provo, Utah 84604, or fax number: ###-###-####, attention Department 160 – Legal. Sincerely, Nathan *. W [redacted] Chief Compliance Officer

February 5, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 28, 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 attempted to contact Ms [redacted] in an effort to resolve her concernsVivint’s records indicate that this matter is being resolved to Ms [redacted] ’s satisfaction Ms [redacted] or her granddaughter may contact Vivint’s representative if they have any further 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: ###-###-####, 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 me as it pertains to the credit that their employee Riley had told me he was going to put on the account, and apparently never did.Further, the issue with the contract language is still unresolvedI will deal with their legal department, now that I have a direct number to them.Thank you for your effortsI will never recommend this company to any of my friends or associates, what a disorganized mess they are most of the timeHowever to end this on a positive note, their employees are always friendly and they appear to be going through the motions of trying to help their customers, even if nothing gets done Sincerely, [redacted]

September 24, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: March 10, Date of Addendum: August 25, To Whom It May Concern: I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondIn her complaint, Ms [redacted] alleges that she has been attempting to cancel her account with Vivint but that nobody called her to follow up on this request Ms [redacted] has been advised that she is still in the term of her contract, but she does not recall signing a new contract since Ms [redacted] desires cancellation of her agreement without penalty.Vivint’s records show that on August 25, 2014, Vivint spoke with Ms [redacted] regarding her alarm service Ms [redacted] represented that she was satisfied with Vivint’s services and that she was interested in extending the term of her agreement with a reduced monthly rate Based upon this representation, Vivint offered a forty-two (42) month extension to which Ms [redacted] agreed Indeed, Vivint read the following statement, after which Ms [redacted] responded affirmatively:You understand that this call is being recorded, and you agree to extend the term of your agreement forty-two months from today No other provisions of your agreement have been changed and this amendment constitutes the new agreement between you and VivintAlthough this verbal extension of Ms [redacted] ’s Agreement is legally binding, Vivint would like to assist Ms [redacted] in this matter At Ms [redacted] ’s request, Vivint has cancelled her account Ms [redacted] has no further obligation to Vivint.If you have further questions or concerns regarding this response, please respond to either our mailing address: North West, Provo, Utah 84604, or fax number: ###-###-####, attention Department – LegalSincerely, Nathan *W***

August 10, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: June 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] explains that she is experiencing finical difficultyAs such, Ms [redacted] requests that her account be cancelled without penalty A representative from Vivint has recently attempted to contact Ms [redacted] via email in an effort to resolve her concernsVivint’s records indicate that Ms [redacted] entered into an agreement with Vivint on June 13, Ms [redacted] agreed to an original agreement term of sixty (60) months and to pay a monthly monitoring fee of $plus any applicable taxes each month of that termBecause Ms [redacted] is still within her original agreement term cancellation without penalty is not warranted.However, in an effort to assist Ms [redacted] Vivint can discount the contractual buyout fees by fifty (50) percentOr, discount her monthly payment by fifty (50) percentIf Ms [redacted] would like to move forward with one of these resolutions or if she has any questions she may contact the representative who reached out to herIf 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: Sincerely, [redacted] Do to I have sent vivint back all there equipment and I didn't agree to anything stating months special in a survey who does that then they say they agree to seen someone out but they didn't tell you it will be two(2) weeks before someone come out the tech person sent a email stating they can come out December 12, so you want me to keep jump up in the middle of the nights because there issues with your equipment with alarms and if it was someone try to break in my home I wouldn't know if it was real or a because it goes off when ever it want to it just wasn't at night it also goes off in the middle of the day twice I had to leave my job to check just because its going of as if someone broken in I LOST MY JOB BECAUSE I HAD TO LEAVE GO TO CHECK TO SEE IF SOMEONE BROKEN IN MY HOUSE AND IT WAS A ALARM so yes I cancel do to this issues and I don't have A JOB to PAY know buy out price WHICH you have your EQUIPMENT back so only agreement we will agree on is $dollar you cause me and my kids pain and suffering from this issues and now they are scare because of this issues with the alarm keep going of in the middle of the night so bit the bullet we shouldn't have to pay for something we longer has and it's not monorting anything anymore so I did not agree to 25% off the bill I only will pay $and you can write the rest off due to it's you equipment being know good I should read the review if you notice you has a lot of bad review concern your equipment and sale person contract agreements THANK YOU KNOW THANKS

February 24, 2017Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: August 17, 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 was told that add cameras to his account would only raise the monthly service feeLater, when he called into Vivint he was told it would cost him the full price of the camerasMr [redacted] desires for the cancellation of the accountA representative of Vivint recently contacted Mr [redacted] in an effort to resolve his concernsVivint offered a discount on the price of two camerasVivint records indicate Mr [redacted] declined this officer 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 AgreementOur records show that Mr [redacted] completed the required Pre-Installation Survey on August 12, During the recorded Pre-Installation Survey, Mr [redacted] represented that he understood and agreed to the initial term of forty-two (42) months He also represented that he would pay a monthly monitoring fee of $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] ’ representations to ensure that he understood his commitments to Vivint as outlined in the AgreementAdditionally by signing the Agreement, Mr [redacted] agreed that any change or addition to the system after the initial installation would be at his cost (Section 15) Vivint’s records further indicate when Mr [redacted] called in inquiring the cost associated with installing additional cameras, he was provided with the correct cost of the camerasDespite the above information, Vivint agreed to provide two additional cameras if Mr [redacted] agreed to paid the full price of oneIf Mr [redacted] wishes to take advantage of this offer in the future, 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: (801) 765-5759, attention Department – LegalSincerely, Nathan *W***Chief Compliance Officer

August 17, 2016Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: May 8, 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] in an effort to resolve her concernsVivint’s records indicate that this matter is in the process of being resolved to Ms***’s satisfactionIf Ms [redacted] has any additional concerns, she 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 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 received a phone call from Bea B [redacted] with the legal department of Vivint Security and was advised that they would cancel the account immediately and Thomas Rice would no longer be contacted by their company Sincerely, [redacted] ***

Complaint: [redacted] I am rejecting this response because:I as a customer should be able to rely on a salesman giving me accurate information, especially when there is lack of documentation Yes during the call I did agree to the monthly charge and the month contractBut when I'm told day trial with no written information telling me otherwise I assume the salesman is telling me the truthI have yet to receive any information about cancelation, what I signed and any recordings like I have asked forYou can not expect potential customers to know your policies when you give them no information the only information we received is what the salesman gave usSo when asked in the voice conformation if Nathan had went over everything with us we did agree because we believed he was giving us accurate information Sincerely, [redacted]

January 17, 2018Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: [redacted] Complainant: [redacted] Vivint Account #: [redacted] Date of Agreement: July 29, To Whom It May Concern:I have reviewed the information provided by Ms [redacted] and appreciate the opportunity to respondA representative from Vivint has contacted Ms [redacted] , in an effort to resolve these concernsAfter further review, Vivint’s records show that Ms [redacted] ’s agreement with Vivint has been cancelled and she has no further contractual obligation to VivintAn appointment has been scheduled for the removal of Vivint’s equipment on January 18, Following retrieval of the equipment from Ms [redacted] ’s home, Vivint will refund her in the amount of $ 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