Vivint Smart Home Security

Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: Margaret U** Vivint Account #: *** Date of Agreement: June 06, To Whom It May Concern: I have reviewed the information provided by Ms
Margaret U** and appreciate the opportunity to respond. In her complaint, MsU** alleges that a Vivint sales representative misled her about system functionality and features, and that MsU** relied on the representative’s representationsMsU** desires termination the Agreement and the removal of the equipment.Vivint’s records indicate that a representative has attempted to contact MsU** in an effort to resolve her concernsVivint’s records indicate that this matter is in progress and a resolution will be reached to MsU**’s satisfactionI would advise her to contact the representative she has been working with directly, in order to further discuss options for her circumstances.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, 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. I have sent in the information that was requested by vivintVivint has indeed sent the full buy out amount that was initially promised by thier 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.This complaint has been resolved satisfactorily as of last Friday. The message I received from Revdex.com today informing me that an auto response would be generated to the Vivint file indicating a negative outcome is and allowed no way of rectifying the issue.Vivint is correct in that we had contract responsibilities. However the cancellation policies listed in the contract are incomplete. They make it seem that giving written notification and having the new owner arrange to assume the payments is enough. What is not stated is that the new owner must meet with a Vivint rep at the property before the transfer can be made. In our case, this was a major problem, since the owner resides in a different city. The complete policy should be stated. It would have changed the way our sales contract was written.Please change the record to indicate resolved in a satisfactory manner.Thank you.*** ***Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***I will accept this offer despite the fact that your company refuses to hold its associates responsible for their actionsI STILL have not received a call from any one of the people who promised to call me back.
Sincerely,
*** ***

November 13, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: January 24, To Whom It May Concern: I have reviewed the information
provided by Ms*** and appreciate the opportunity to respond. In her complaint, Ms*** states Vivint has refused to cancel an account which was primarily used by late father and continues to invoice her for the account. Ms*** desires cancellation of the Agreement without penalty. A representative from Vivint has recently attempted to contact Ms*** in an effort to resolve her concerns. Vivint’s records indicate the account at *** * *** * ** is listed as Ms*** ***’s accountMr*** *** was never listed as an account holder or user at any timeAs such Vivint has kept the account activeAt this time, Vivint is willing to review Ms***’s account for cancellation if further documentation can be providedVivint would ask Ms*** to contact Vivint’s representative directly for details as to the documentaries Vivint would need in order to review the account for cancellation. 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

Complaint: ***
I am rejecting this response because: there is no mention of reimbursement of penaltyWhich should be reimburse due to their neglect to be able their equipment being faulty when monthly checks were done
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I was unaware that an activation fee had been charged to meI verified these charges over the weekendAs an active duty servicemember who received PCS orders and moved service to my home in FL, I don't think I should have been charged a service fee eitherThe $would have been acceptable if not for the activation fee partAs I mentioned earlier I called in to verify the charges and the person at Vivint also thought it odd that I was charged an activation fee, but the Moves department was closedI also spoke to the installer and he told me that he was going to be local; Vivint has hired a local technician which eases my concerns about supporting their systemI'm ready to be done this whole affair, credit my account for one more month of service and we can call it good
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
I thank the Revdex.com who managed to get the attention of the Vivint company and resolve the matter in the positive way to me as that was impossible to get through to them without 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 meI was told by the legal department that I would receive an e-mail with the exact details of our conversation within 24-hours but I have not received it to date, outlining the cancellation of my contract, refund of my last payment and no further liability on my part. I appreciate your help in this matter
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:We return their call from Katie on July 7th and left a message with the legal departmentThey did not call us backWe also received another call from their accounting department, saying we still owe money, but had an email from us back on March the that we cancelled.So, nothing has been resolved
Sincerely,
*** ***

September 8, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
July 14, 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 cancelled his Agreement within the Right of Rescission period, but that Vivint’s installing technician cut wires to his previous alarm system and now Vivint will not repair the damage Mr*** desires to have his previous alarm system repaired at Vivint’s expense Vivint’s records indicate that Mr*** notified Vivint of this damage, and Vivint’s Claim Resolution department has been working with him to restore his previous alarm service Vivint’s representative was advised by the previous alarm service provider that installation of a system costs between $and $ As such, Vivint offered Mr*** $to cover re-installation of a system with his previous provider Mr*** declined this offer Mr***’s signed Purchase and Services Agreement with Vivint states that “any costs incurred to repair pipes, wires, or other obstructions shall be your sole expense and responsibility.” (Section 6) Nevertheless, Vivint remains willing to compensate Mr*** for the cost of re-installing an alarm system with his previous provider (up to $200.00) To accept this offer, Mr*** may contact the representative in Claim Resolution who he has been working with.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

Complaint: ***
I am rejecting this response because the two resolutions they offered violate the Fair and Deceptive Trade Act In addition the offer to move my equipment when I do not own the home anymore, and haven't for over a year, does not even make logical sense No wonder they have such a poor Revdex.com rating! They cannot treat cheat consumers out of money and misuse their bank account information and get away with it!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Nothing I did was wrong or inappropriate The matter was handled extremely unprofessionallyAs such I intend to end services with Vivint as soon as is feasible for my family if this is the route you choose to take Additionally negative reviews of the company will be left on numerous websites
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:In his response, MrW***, did not address the issue I am having with Vivint. The issue, as he perceived it, is that I called multiple times to cancel my account without penalty. This is not what I indicated in my my letter. The issue is that I have called on multiple occasions to have have the system in the home we sold turned off. Despite being told it was done, we still receive notifications every time the alarm goes off, and the current home owners have no way of disarming the system. On multiple occasions we have been told that it will be turned off, have had people on the phone say that they just turned it off, have had people tell us it can't be turned off, and on one occasion was told that someone could talk the homeowners though taking the system out of the home on their own. When we receive a break in alarm, or a fire alarm, we feel responsible for trying to figure out the issue, and have added stress of not knowing what is going on in the homeThe request to cancel our contract without penalty came from months of phone calls, dishonest employees of Vivint, and zero help with the issue we have. Since my last phone call with Vivint, just a couple weeks ago, I have received more notifications from the system inside the home, this is after once again being told that the system was shut down. On average I spend about 20-minutes per phone call with Vivint, trying to explain the issues and find resolution. I understand MrW*** position on the contract, but after months of continually dealing with dishonesty and stress related to alarms, we would like Vivint to reconsider allowing us to discontinue our contract without penalty. Again, its difficult to use a service that I cannot trust, particularly a security service Additionally I would like a concrete solution to the security system in the home we sold. The current homeowners should not have to deal with alarms they cannot shut off, or visits from the police and fire department for no reason. Thanks to Vivint for responding to my earlier messageI know that is not always the caseWe just want to resolve this issue and put nearly a year of frustration behind us
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Today I had an incident where the equipment failed againSomeone rang my doorbell, and I could see him; however, I could not hear him and was unable to communicate with himWhen I called your customer service, the only option they could offer me is to have a technician report againThis would be a fifth time that a technician will be at my home
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 have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
If, like as we agreed, system is repaired now but in the future there is no rapid response to repair (hours at the most), we will cancel without penalty. Also, if the system keeps failing to work after repair visit, cancellation without penalty applies
Sincerely,
Luis ***

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 stated they have tried to contact me regarding the pickup of our equipment, but neither myself nor my wife have received a phone call about this.
Sincerely,
*** ***

May 8, 2015Revdex.com of UtahSouth Redwood Road, # 22Salt 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 Ms*** and appreciate the opportunity to respond. In her complaint, Ms*** alleges that Vivint misled her when she extended her contractMs*** desires to have her contract terminated and to be reimbursed for the four (4) months when her system was not working.Vivint’s records indicate that Ms*** did notify Vivint about financial issues she was having on September 22, The representative who spoke with Ms*** agreed to put a three (3) month deferment on the account to help her financiallyVivint also sent out a document to her stating she had agreed to a three (3) month deferment and that this would add three (3) more months to the end of her original contract.A Vivint representative has reached out to Ms*** and Vivint believes that this issue has been resolved Ms*** and Vivint have agreed to remove the additional three months that were added to the contract Ms*** will remain responsible only for the initial term of her agreement with Vivint To further assist Ms***, Vivint has reduced her monthly monitoring rate by 55% for the remainder of the term of her agreement 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, *** ***