Vivint Smart Home Security

Complaint: ***
I am rejecting this response because: The person who came to my door to offer me the phone service was presented to me as working for VivantHe had a Vivant ID, hat, Lenard, and shirt onI had no reason to believe that he was not a representative of VivantThe reason I couldn't get assistance from Sprint was because a Vivant tech provided me with the phoneWhen there was an issue Vivant said contact Sprint, I called and went into a Sprint corporate store and was told that I had to take my complaint up with VivantI have disconnected the service and I am back with VerizonVivant was a name I trusted but after this experience I no longer trust and will look for a more reliable company to provide my home security systemI will not recommend your company to my friends or family
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,
*** ***

Complaint: ***
I am rejecting this response because:I have contacted support since the tech had been to our residence and notified them that the cameras are STILL not working correctlyYes, I agreed to term based on the plan that I selectedVivint has failed to provide the services that I requested when instituting the contract therefore they have "broken their end of the deal" and we can no longer be held to thatIn order for me to receive the services that were promised via the contract I would have to downgrade with Vivint and then find a secondary company for video monitoringThat is not an acceptable remedyWe signed up for security WITH VIDEO MONITORING and we are not receiving itI didn't add cameras at a later time, at the very first meet I requested cameras, I went into the contract being given specific equipment, your equipment has failed multiple times and your customer service and support has failed as well.Here's an analogyYou signed a year contract to have a dozen red roses auto shipped to your spouse and electronically paid monthlyyear in and the flower shop says "Sorry all our roses are dead all we have is daisies so we will be shipping daisies for the next years"Well your spouse doesn't like daisies, they specifically liked red roses so what would you do? You'd find another *** florist that has ROSES and cancel with the Daisy florist.... Your company is like the crappy dead red rosesI don't want daisies in exchange, I want what I signed up for to begin with!
Sincerely,
*** ***

Revdex.com of UtahSouth Redwood Road, # 22Salt Lake City, Utah 84123RE: Consumer Complaint Case #: *** Complainant: *** and *** *** Vivint Account #: *** Date of Agreement: October 19, 2013To Whom It May Concern: I have reviewed the
information provided by Mr*** *** and appreciate the opportunity to respond. In his complaint, Mr*** alleges that he was led to believe the Agreement and Service could be terminated with Military orders Mr*** further alleges that such was the information made available to them by Vivint representatives Mr*** desires for the immediate cancellation of the service and termination of the Agreement. If a Vivint customer receives military orders that will require the customer to relocate outside of the United States or onto a military base within the United States permanently or for a period greater than days, the customer must contact Vivint and request a special cancellationThe customer must send a written notice of cancellation, and submit it along with documentation showing that the customer will be stationed on-base or outside of the countryOnce Vivint has received valid documentation to support the claim for special cancellation, Vivint will cancel the account, cease all billing, and discontinue services.If the Vivint customer is being transferred within the United States and is able to live in an off-base house, the customer has the same options as any Vivint customer who is moving or wishes to transfer an accountVivint’s policy allows any person who moves to a new address the ability to relocate the system to the new location, to transfer the account to the new owner of the premise or to transfer the account to a third party at a different addressVivint customers who are active military members will not be charged to relocate their system to their new house, regardless of how long they have been Vivint customersIf the Vivint customer is able to live in an off-base house, but chooses to live on base or still wishes to cancel the Vivint account, the customer will be required to transfer the account or pay the remaining balance on the account.Vivint’s records show Mr***’s sent in the appropriate paperwork such that it would be considered for Special CancellationAdditionally, records show the cancellation request was deniedThe decision was predicated on the aforementioned Military policy, as the Mr*** was moving into a home where services could be provided.However, based upon the representations made in Mr***’s letter, along with other representations made directly to the company, Vivint has cancelled the System Purchase and Services Agreement between *** *** (the account holder) and Vivint, IncMrs*** has no further obligation to Vivint, Inc.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 of UtahSouth Redwood Road, # 22Salt Lake City, Utah 84123RE: ConsumerComplaint Case #: ***Complainant: *** * ***Vivint Account #: ***Date of Agreement: March 20, 2015To Whom It May Concern: I have reviewed the information provided
by Ms*** and appreciate the opportunity to respond. In her complaint, Ms*** alleges that she has had wireless internet complications, and that Vivint has not resolved their issues Vivint’s records indicate that Ms*** has notified Vivint of this concern, and that a representative from Vivint’s Wireless department has assisted with the matter on hand At this time, Vivint is providing a Field Service professional to visit the home in order to address and resolve the issue. We advise that further concerns and issues regarding the service or equipment be directed to our Vivint Wireless departments at the following number: ***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, *** ***

Complaint: ***
I am rejecting this response because:
Thank you for the timely response and looking into this matter Thank you for getting my contract canceledHowever I disagree with your assessment that we should not get reimbursed.1- just because vivint "does not" have a record of my attempts to cancel the contract doesn't not mean my husband and I have not contacted them about this matter Would it help if I sent you phone records showing we contacted them?2- the contract that my husband signed does not say military members can not break the contract if they receive military orders deploying them or forcing them to moveMy husband asked the salesman about this, and he was told it happens all the time and we will not be charged. 3- we are not attempting to cancel our contract because we just don't want to use the service we agreed to We were forced to move due to military service, and vivint has not complied with federal laws and we are being penalized for it.Once again, thank you for closing out this issueHowever vivint has had terrible customer service and hasn't worked with a military family being forced to move
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
Please reopen this case. I have a contract with Vivint from July that states it renews each year until cancelled by one of the parties. I have requested the contract be cancelled, not renewed, multiple times last month. They are refusing to cancel. That is a breach of contract. Further, they are responsible for at least half of my damages due to the fact that their water sensor was programmed incorrectly, and their technician had no idea as to what they were doing. The second technician confirmed it was programmed improperly, and when he programmed it properly, it worked fine. That is negligence on their part. It was determined by an adjuster that 50% of my $30,in damages would have been prevented had the sensor been programmed properly and worked. I offered to settle for $6,and release them from a future lawsuit. Vivint offers on $2,towards the $30,in damages, and will only cancel the contract IF I accept their $2,offer. Thank you for reopening this case. Sincerely,*** ** ***
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,
James H***

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,
Garrett E***

October 30, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: July 13, To Whom It May Concern: I have reviewed the
information provided by Mr*** and appreciate the opportunity to respond. In his complaint, Mr*** alleges that he has had complications with the cameras that were installed with his system, and that he was recently advised the upload speed at his home is not sufficient to support the cameras Mr*** desires cancellation of his agreement without penalty Vivint’s records indicate that Mr*** 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 sixty (60) months, and a monthly monitoring fee of $*** each month, plus applicable taxes, during that term This Agreement states that some device features may require an internet connection and/or smart phone technology, and that it is the customer’s responsibility to maintain these connections as needed (Section 12, System Purchase and Services Agreement)Cancellation of the Agreement without penalty is not warranted at this time.Mr*** has communicated with Vivint regarding to this equipment concern, and Vivint has offered either a downgrade and reduced monthly rate, or alternate equipment that can be used instead of the camerasAlternately, Mr*** may contact his internet service provider to increase his upload speed so that he may utilize his cameras as intended If Mr*** desires to accept either of Vivint’s offers, he may contact Vivint’s Customer Loyalty department at ###-###-#### In an effort to assist Mr***, I have applied a credit to his Vivint account in the amount of $***, which will clear the past due balance on the account. 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 ***, and find that this resolution is satisfactory to me as long as no charges are made against us for the removal service, we are happy to return all equipment in exchange for permanent service cancellationI'm glad we were able to reach this agreement
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,
*** ***

Revdex.com:
I regret having missed your phone call and appreciate your understanding of this matter, 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,
*** ***

Revdex.com:
Matter resolved to our satisfactionThank u
Sincerely,
Quentin L***

Complaint: ***
I am rejecting this response because:weeks before I signed the agreement of service I was diagnosed as delusional and paranoid, this was happening after stopping a drug called ChantixSince I wasn't able to really speak for myself they did not know or ask me of drugs I had stopped takingThey were going to involuntarily commit me to mental health inpatient however the nurse said beds were full( they did not write that in records) I had no insurance too I told them I would seek counselingI was given no medication I was at a Catholic hospital with no psych ward(apparently they don't believe in mental illness) So now I'm in a continuing rebound effect of that drug stoppage and went into more and more nightly seizuresI couldn't get any help for weeks because everyone said it was panic attacks which it was not, it was much worse and damagingI became convinced I was being poisonedAnd feared for my lifeI Did not call vivint for their service I did not ask for their serviceThey came to my door and were high pressure salesI was not sane at that time I let them insideI told them someone was entering my house and poisoning my food , he jumped on that to push me into being safe if I had security systemI also believed (and I told the salesman so) that my brother had a security system business in Atlanta and I thought he sent them to help me because of what was happeningHe on reality did not and was not going to pay for itI was so delusional about everythingI do not believe now that someone can come to your home uninvited and sell you a contract when you are severely mentally illI finally got a doctor to prescribe something that helped with the seizures andParanoid condition but started me on a constantly rising and worsening of mania and after along time was diagnosed with Bipolar 1Mixed disorderI tried paying for the service even though I found out my brother did not call them and was not going to payI continually got worse lost job after job(owned a cleaning business prior to disability) and got more and more manicI called them tried to cancel and tried to explainThey ewere cold rude treated me as of I was lying and unhelpfulMore and more attempts to explain and then sent medical records all of which was extremely hard since I was completely insaneI stopped using the service and unplugged it at the first time I tried to cancelAfter that it took a long time to get proper help after being baker acted to a mental inpatient facilityI an now on three medicines.BOTTOM LINE- I WAS NOT MENTALLY CAPABLE OF UNDERSYANDING THE SERVICE AND THE YEAR CONTRACT!!!WHAT INSANE PERSON COULD?I CANNOT NEGOTIATE WITH COLLECTION AGENCY THEY DONT HAVE ANYTHING TO DO WITH MY CONTRACT OR QUALIFYING FOR SPECIAL CANCELLATIONS AND THEY TOLD ME TO TAKE THAT UP WITH VIVINT! I think vivint could pay for the debt to collections, o r whatever they would do ,since I was shaftedYou cannot expect a person who is mentally ill and unable to be rational to make rational decisionsAfter years of insanity and then as getting better I was able to be sane enough to be able to file for disability and was quickly a.cacceptedThis is per month and I am paying collection agency per month for like months! I cannot afford this at all and soon won't even be able to keep a place to liveVivint is going to make a severely ill person homelessNext I am getting a lawyer and fight this further if I mustI have a lawyer that will donate his service cause I cleaned for his family for years before getting ill and he saw my deterioration.I was mentally ill period, legally not responsible.
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 meThe money has been refunded to me
Sincerely, *** *** ***

Complaint: ***
I am rejecting this response because:This matter has not been resolved.This past weekend we received via US mail an invoice from Vivint billing us for the amount of $593.30.Previous balance listed- $575.30, late fee $18.00, totaling $Invoice is dated 1/24/(Statement faxed to MrW*** and Revdex.com-Ms*** 2/5/18) So, no credit to my account, as was stated.y husband and I went to our bank again today, no reimbursement for the amount initially withdrawn by Vivint on our account on 1/5/for the amount of $has occurred.PPFCU (bank) provisionally (because the bank fraud unit is involved) refunded us the amount in dispute, and the OD's caused by same unauthorized withdrawal until Vivint returns the fund to the accountThen they will withdraw said amount to make the bank whole.) am saddened to still be dealing with this a month into my request/notification of this mistakeMy husband and I now want to cancel our home security system with VivintAs customers for nine (9) years, we do not feel appreciated and have lost faith in the companyVivint has our banks' money, and now Vivint is billing us for that same moneyNo new upgrades or product has been provided .Thank-you, *** ***
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
Vivint legal deptsent me an email today 1/25/18, stating they will cancel my contract at no cost and it will not affect my credit. I have responded to them to schedule a equipment pick up.I appreciate Revdex.com for the resolution in this matter. It has totally been a nightmare dealing with this security company.
Sincerely,
*** ***