Vivint Smart Home Security

Complaint: ***
I am rejecting this response because:Vivint could have talked to me and explained where the credits were going which the credits went to equipment instead of monthly service.I am still owed a yard sign and lamp moduel at no chargeThere should be no tech charge for this as the tech that came did not have these items on the truck
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:While I have been contacted by someone in Vivint's legal department, I still have not received any correspondence in writing or by email stating that my account is current and closedI specifically requested this information in writing because of their previous lack of communication and their previous negligence to my account and billingI also requested that something in writing (with a copy sent to myself) be sent to any credit agencies involved, to clear up any issues regarding the incorrect account.At this point, until I receive written and signed proof that the company has cleared my account and my credit, I do not see any resolution All I have had is a representative call me and promise that I would receive documentation that day via email and by paper mail following a few days laterAt this point, several days after their phone call, I have received nothing that I asked forThis is unfortunately not surprising, considering how long it took for them to realize and accept responsibility for the errorWith the issues that I have had with my account, I do not accept a verbal phone call- I need and very specifically requested documentation in writing with a signature from a representative
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meThey have agreed to apply $credit to my account for me to cover the cost of purchasing the thermostat and another $will be applied to my account once they receive a copy of the bill from the HVAC specialistIf this does not happen I will be in further contact with the Revdex.com
Sincerely,
Luke C***

May 5, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: June 11, To Whom It May Concern: I have reviewed the information provided by Mr
*** and appreciate the opportunity to respond. In his complaint, Mr*** states that he had ordered a Space Monkey from Vivint and paid $He further states that the one he received was defective, and requested Vivint to ship him a new Space Monkey, which he still has not receivedMr*** is requesting a full refund of $and a shipping label to return the defective Space Monkey that he received.Vivint’s records indicate that Mr*** did not order his Space Monkey from Vivint, nor is Space Monkey a part of his Vivint systemMr*** contacted Vivint about Space Monkey on April 15, and was instructed to contact Space Monkey directly with his questions and concernsVivint records further indicate that no purchase was made for $through Vivint, for a Space Monkey. If Mr*** wishes for a refund for the Space Monkey that he purchased, he would need to contact Space Monkey directlyA Vivint representative has reached out to Mr*** to assist him with any further questions that he might have.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***

Complaint: ***
I am rejecting this response because: I was told that I had agreed by a verbal response that I had opted to continue my contract, in which I did notHow looking at my original contract it is mostly black and I would like to submit this as evidence on my partSo I think my service should be terminated, do to the fact that the system is unplugged and has been for close to months
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meHowever, I will be contacting your legal department in regard to the check I have not received.
Sincerely,
*** ***

I appreciate MrW***'s offer, but I realize that this isn't going to be resolved to my liking It's extremely disappointing, when a customer has concerns enough about the safety and security of his family to invest in a home security system, only to feel taken advantage of I think I have a firm grasp of the Vivint company character, and will do the best I can to inform as many people of my experience with the company, and deter them from Vivint. I have uninstalled all of Vivint's equipment, and make no request for a technician to enter my home Thank You
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***I am rejecting this response because I do not believe the response. This is my second complaint (via the Revdex.com); the response to the first one said essentially the same thing and this would not happen again. It has numerous times
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I find it unacceptable to only have one way of verifying the customer's information As stated by your staff, if it was a billing issue, then the information could be verified by the supplied information by the customerThis seems to be a double standardAs long as the company is getting paid, then it's okay! For the fact that it's been a month without any assistance or supposed mail makes the issue even worseSo instead of sending someone that could verify the customer and fix the sensor issue at the same time is not cost efficient for the company I supposeWhere does customer satisfaction come in?! My wife set up the automatic payment, therefore, your company has not had an issue with that, but still the customer is treated wrongly. The fact that my alarm has been activated and Vivint has not attempted to contact us, due to incorrect contact information and/or incompetence to fulfill the obligation of verifying that a true unauthorized person did not activate the household, makes me feel unsafe with this alarm systemTherefore, if this issue is not resolved to our satisfaction, we will proceed with plans to contact our housing association to have a written complaint on fileWe will in turn contact the *** ***-Governor, before contacting our state representatives, congressman *** *** and Senator *** ***.Although the offer to forfeit months fees is there, that's not our main objectiveWe want the right thing to be done, not an appeasement of less than a hundred dollarsThe company makes millions, I'm sure, and an offer such as this is a disappointment to the customer and an embarrassment to the company!!
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

While I would still prefer the contract cancelled, this option is an acceptable compromise.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Per the attached documents it shows that my contract with Vivint ended 12/27/and I have forwarded these same documents to Vivint showing this the week of October 5, 2017. Vivint changes their story everytime I have communicated with them. My last communication on 10/5/via telephone ended with them saying that my contract went from months to monthly even though I have email proof that I sent them to end my service. Vivint will not intimidate me as they may have other people. This company has no scruples when it comes to trying to cheat people out of money. These documents prove beyond doubt that my contract ended 12/27/
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
Blake C***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

November 22, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
February 27, To Whom It May Concern: I have reviewed the information provided by Mr*** and appreciate the opportunity to respond. In his complaint, Mr*** states that he has not had service due to a breand then a move, and that Vivint has not resolved the issues with him Mr*** desires cancellation of his Agreement without penalty At this time, Vivint agrees to reduce Mr***’s monthly services fee by 50% for the remaining term of the Agreement, which also reduces the payoff amount by 50% To fulfill the Agreement at this reduced rate, Mr*** may either pay $and cancel the Agreement immediately, or pay $(plus any applicable taxes) monthly for the remainder of the term Further, Vivint remains willing to send a technician to inspect the system and to repair or replace equipment as needed, or to install a system in the ***s’s new home so they may continue their service A one-time fee may apply in the event of a system move.Vivint’s records indicate that Mrand Ms*** notified Vivint of their break-in, and Vivint has attempted to schedule a system inspection, but the ***s have declined this offer Vivint has requested documentation of the break-in, and the ***s have recently provided that Vivint’s Alarm Events team will continue to review this claim and will contact the ***s if any compensation is warranted.Ms*** *** signed a Purchase and Services Agreement on February 27, 2015, in which she agreed to an initial term of forty-two (42) months and a monthly services fee of $each month, plus applicable taxes, during that term Cancellation of the Agreement without penalty is not warranted at this time.Despite this information, Vivint agrees to the above resolution Mrand Ms*** may settle the remaining balance of the Agreement for a reduced rate, or they may have a system installed in their new residence and continue service at a reduced monthly rate To payoff and cancel or to schedule a move, Ms*** may 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: North West, Provo, Utah 84604, or fax number: (801) 765-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Disappointed that I had to go thru the Revdex.com in order to resolve this issue for something that should have been resolve in my first contact with them
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

December 9, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
June 18, To Whom It May Concern: I have reviewed the information provided by Mr*** and appreciate the opportunity to respond. In his complaint, Mr*** states that he has experienced complications with the Space Monkey device installed by Vivint, that he was misled regarding the cost of the equipment, and that the time frame of his installation was inappropriate Mr*** states that Vivint’s system has been removed from his home at his request He now desires compensation in the amount of $4, At this time, Vivint is willing to waive the remaining months of Mr***’s Agreement and cancel his account, effective immediately Vivint will also send a check to Mr*** in the amount of $198.00, to reimburse his installation fees and the monthly fees he paid for Space Monkey service.Vivint’s records indicate that Mr*** signed a System Purchase and Services Agreement (“Agreement”) on June 18, 2016, in which he represented that he understood and agreed to the initial term of forty-two (42) months and the monthly services fee of $105.99, plus applicable taxes, during that term The Agreement also confirms the one-time $installation fee for two outdoor cameras, and states that the first monthly services fee is due on the day the Agreement is signed (Section 2.1) Mr***’s monthly services fee was reduced to $following installation Vivint confirms that Section of the signed Agreement states that Vivint will install the System during our (Vivint’s) business hours It is not uncommon for Vivint’s installations to be done in the evening hours Cancellation of the Agreement without penalty and compensation in the amount of $4,are not warranted at this time; however, Vivint agrees to the above resolution Mr*** has no further obligation to Vivint, and he may expect his refund check in 7-business days.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-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

Nathan, Please also respond to the fact that your company did not fulfill the agreed upon servicesPlease also respond to why your company deducted money from my account before the agreed upon payment timeYour company, in no way, has done what is "right" in this situation from the beginningNow, you are faulting meYes, with time, you have figured out how to cover yourself in these situations - your FAKE survey that is filled out while the technician is still doing work, your FAKE salespeople who tell us to contact them anytime if we have issuesNo, I did not have the foresight to review your company beforehandTHAT is my only fault in thisI have seen case after case of this occurringWe are not the only onesI will NOT accept any response from your company other than the cancellation of our servicesYour company is fraudulentI will not do business with youYou have an opportunity to make this rightYOU, Nathan, have the power to turn your company's business practices around and do something moral for a changeIt's very unfortunate that this has become a way of business for Vivint. For further reference - Most likely, we will be forced, at some point, to pay this bill to keep our credit from being damagedThis does not mean that we agree that we owe this billAnd, we will continue to fight it.
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***