Vivint Smart Home Security

Complaint: ***
I am rejecting this response because:A contract was signed in an agreement for SERVICES RENDERED Multiple phone calls were made and attempts at restarting service; however, Vivint did not fulfill their end of the contract I never agreed to pay a monthly fee to get the runaround from Vivint and to constantly being harassed to sign another year contract term in order to receive help of any kind Vivint is notorious for these shady business practices, and because I wouldn't agree to another year term, I still have no security equipment and system to show for it I will NOT pay for services that were NOT renderedI have logged hours on the phone with this company with nothing to show for it In no other business, would a company be allowed to charge for services not rendered Vivint has not acted in good faith on their side of the contract
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I have spoken with several representatives after filing this complaint and was told I could not downgrade without the fee and was unable to get an appointment scheduledMy last calls were on 8/30/I was placed on hold for over minutes, waiting for someone to schedule a tech to come outI finally hung up after being on that call over minutesAn appointment had been placed for me without my knowledge prior to that callI was sent an email with the date and time, but no one bothered to call and confirm if that time was okay with meI have done everything I could to resolve this and was not given any options when I called other than to have a tech come out again (but could not get a time confirmed)I have already mailed back the main control panel, camera, key fob, and lamp module at 8am this morning (USPS day tracking *** *** *** *** **)Yesterday, I faxed and emailed a 3rd cancellation request due to the service not workingI also faxed an ACH authorization revocation I have several huge holes that was left during the last tech visitThe tech told me that he had filled in the holes, but he did not.
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 While I am grateful for Vivint's resolution and concern for customer satisfaction and loyalty their are some inaccuracies in Vivint's response that need to be clarified In Vivints statement it states: "Vivint’s records indicate that Mr*** first notified Vivint of his equipment concerns on December 17, 2015" I am not sure who Mr*** is so that is either a mistake or they reviewed a different customer's account I just hope they credit the correct accountIn Vivints statement it also says "the Vivint field service professional was late for the appointment by thirty minutes due to a previous appointment and Mr*** refused service." This statement is a cop out because they were late and no courtesy call was made I waited and a half hours and I had to go to workVivint also states they "Mr*** again called Vivint on December 28, 2015, and an appointment was scheduled for January 8, 2015." I actually received an appointment for January 2nd which I received an email reminder from Vivint and I have that as evidence; for some unknown reason they never showed up January 2nd and I waited again all day for Vivint to show up instead I recieved an appointment for January 8th which is ironic since that is my birthday so here is Vivint on my birthday at my house while we are preparing for a dinner party perhaps some good-humored gesture of a birthday gift I don't really knowThe end result they fixed my system and I am supposed to receive a credit to my account I am satisfied with that hopefully Vivint will improve on their scheduling and lack of technicians. Thank you Vivint and thank you Revdex.com
Respectfully,
*** ***

Complaint: ***
I am rejecting this response because:Both MrW*** and I are on the account and I, MrsW*** have been attempting to cancel this account since Aug 15; in accordance with Vivint's military clause and the Sales Associates assurance that I could cancel the contract upon receipt of military orders! Despite the fact that I have spoken to numerous representatives, all of whom promising to personally assist me in this matter, this issue has NOT been resolved and I find the company's response insufficientI pleaded with this company to suspend the contract so that my family and I could focus on PCSing...and here I am today responding to yet another vague response from this company in regards to cancelling services I no longer use but continue to pay for with OUR money.Please cancel this service, refund the monthly charge that was withdrawn on Aug and discontinue charging my credit card for services that I do not use since I do not live in that home anymore
W***, L

Complaint: ***
I am rejecting this response because: I'm waiting for the email from them that I will not be charged the cancellation fees or the balance owing. Once I have that then I will accept
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
This is *** *** thank you once again for your help.Case # *** has not been completely resolvedI still am facedwith a dollar balance from Best Buy.Vivint was supposed to clearthis up over a month ago.Everything was removed from my houselast year November so I do not know what the $dollar balance represents.Vivint wont answer my call (screening)I want them to take care of the balanceand notify me.They have both my phone # and email but Ive never heardfrom them ever
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 meI have responded to the representative directly as to what I chose and I will hope that they will honor my decision
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me, but will hang on to the remainder of the contract even though my wife and I are not what so ever happy, and the reason we have not called for a technician to come out is that it takes at least two weeks for a tech to come out with a ridiculous window when the technician will arriveFurther more just to satisfy the company Vivint we will schedule another visit for them to come out and look at it, and if it is not determined by the time the technician leaves there is something not faulty with our system and starts screwing up once again, sorry to say there will be legal action taken to have this crooked companies belongings off my property once and for goodMrW*** you and your company should be ashamed taking money from people not caring about their well-being and safety of their home, and hope one day someone puts a stop to your company jack legging customersI can not find one good review about this company and will sure darn research better next time I try something like this again if ever.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: They had insisted on sending me a check for $to close this case but I haven't seen any checks
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Viviant is only offering to remove our doorbell camera from the bill and replace it with other piece of equipment, or no longer charge us for itWe wanted the piece of equipment, as to why we chose itI do not feel that $off the month's bill is acceptable, nor the options they have given us to choose fromThey stated that they CAN NOT cancel our contract due to one faulty piece of equipmentHowever, this one faulty piece of equipment has been interfering with our safety and security for months now since it goes in and out of service so muchWe no longer want to deal with Viviant and their poor customer service and care for the customers, we want to CANCEL our contract without a penalty to resolve this issue.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I will find some documents to prove what I am sayingI do NOT accept their responseThis case will be reopened and I will be credited the monies owed to meThis is the WORST company to work with and I will make sure they never get business from any family or friendsObviously they don't know how to take care of their customers nor do they know how to put notes in their system to further help customers
Sincerely,
Krista M***

Complaint: ***
I am rejecting this response because the Vivint response was only towards the initial setupThe reason we placed the complaint was because we were told by technician/sales that when we moved, we were not responsible for the panelVivint would supply us with a new panelBut when we called to setup the movers, we were told that we had to pay for new panel because we left the other panelWe don't mind the service but hate being lied due to uneducated employeeVivint needs to take responsibility for their employees and honor what he saidIf we were told before we sold the home, it would not have been an issueIts either, cancel the fee for the panel, or let us out due to misrepresentation
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Your response is FALSE, a flat out LIEThis issue is NOT and has NEVER been resolved:1) We have never received the refund for the equipment fee that was taken outYour customer rep stated that it was refunded on 7/28/That was/is a LIE,2) We have never received our *** motion sensors back that your service techremoved/STOLE and took with themWe tried resolving this; however, your customer service rep stated that since we are no longer a customer, they were not obligated to helpWe informed your service repthat when the tech came to remove the equipment, he left your motion sensors because the previous tech had taken oursWe told him at that time, we did not want your sensors that we wanted our returnedYour service techtold us to sell them on EBayWhat, why should we have to do that? If the sensors are that cheap, why were you charging us hundreds of dollars for themIs that why you took our more expensive sensors.3) The additional monies we had to pay to get the lower portion of our home, including the doorbell re-wired was not reimbursed or recovered, and4) We had to re-purchase the motion sensors from *** that your rep STOLE.None of these issues are resolved neither has your company made efforts to resolve these issues.This company is a rip off and do not treat their customers or former customers with respect
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
The Technician arrived on Friday to check and repair my alarm systemThe system required software update and reset to fix the problemMy suggested recommendation to the monitoring company is to educated their personnel on the help support desk, if the problem cannot be solved over the telephone to recommend to the customer that an appointment will be made for a service technician to check the systemThis will prevent frustration by the customer and unwanted complaints to the company
Sincerely,
*** ***

Once I receive the money I am owed I will agree to settle this complaint
*** ***

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: May 26, 2012To Whom It May Concern: I have reviewed the information provided by Ms*** *** and appreciate the opportunity to respond. In his complaint, Ms*** alleges that her account remained active after being taken over and subsequently was sent to collections for non-payment Ms*** desires the billing account to be cancelled correctly, and correspondences sent to credit agencies to pardon the past-due payments.Vivint’s records show Ms*** has notified Vivint of this concern, and the issue has been attended to and resolved.Should 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, *** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meI will carry out paying monthly, until the end of my contract I will not be renewing
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 me
Sincerely,
Sage B***

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,
Louise D***