Vivint Smart Home Security

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 am happy that the situation is resolved.
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 also wanted to thank the Revdex.com for their timely response and resolution to my complaint.
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I do not feel that is a fair offer. If the reversal process takes 3-days, why on the 6th day was it still sitting in the system pending approval to be returned to my bank. I called them on 4/8/to follow up for a status on my refund. Had I not placed that call on 4/8/16, no one can give a definitive answer as to when the refund to my bank would have transpired. If you listen to the recordings of the calls on 3/31/and 4/1/I was told 3-days more than once. I then placed a call to Vivint (on the 6th business day after my initial inquiry) for a status which is was prompted them to release the funds to my bank. You will hear in the recording between Allison and I that the refund was just sitting in the system waiting to be returned. While on the phone, she approved the credit to my bank and advised the 24-hour processing and 7-days it could take my bank. The alternate was to cut a check which also takes 24-hours and is sent via regular mail. It took a full business days (3/31/- 4/15/16) to receive my return, that Vivint was not authorized to take out of my checking account in the first place. Paying 75% of the balance of my contract is not reasonable. I would be agreeable to paying up to 25% of the balance of my contract which would be approximately ***. This seems reasonable considering am already paid through the end of May, and the countless hours I have spent on the phone with Vivint reps dealing with this situation
Sincerely,
*** ***

October 27, 2017Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of
Agreement: September 23, To Whom It May Concern: I have reviewed the information provided by Ms*** and appreciate the opportunity to respond. In her complaint, Ms*** states that there was some damage to her phone line wires resulting from Vivint’s installation, and that Vivint has not resolved this matter with her yet. She explains that she had her telephone provider come and fix the problem and was charged $70.00. She does not think she should be required to pay this. Vivint’s records indicate that Ms*** notified Vivint of this damage, and that Vivint’s Claim Resolution team has been in contact with her to make sure she is reimbursed for repair of the phone lines. At this time, Vivint is awaiting documentation of the charge from Ms*** in order to process her refund. She has indicated that she will receive the invoice around the 12th of the month and will send Vivint a copy at that time. Ms*** may contact Vivint’s representative in Claim Resolutions with any further questions or concerns in this matter.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
Sincerely,
Victoria *** V*** 9-8-as per conversation with Zack @ the above #, installer will be at the residence October 2nd, between 2- The add't month per one of the Customer Service individuals had made that agreement and Vivant is upholding that statement of their employee...I will also like in writing; the installer will repair any holes from the device but not paint.Thank U

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, *** ***

June 24, 2015Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: Tanyaneka J*** Vivint Account #: *** Date of Agreement: N/A To Whom It May Concern: I have reviewed the information
provided by MsJ*** and appreciate the opportunity to respond. In her complaint, MsJ*** alleges that during the installation of her system a window was damaged, and Vivint charged her account twice for an install feeMsJ*** desires her window to be repaired and the monies paid to Vivint refunded to her. Vivint’s records indicate that MsJ*** notified Vivint of this damage, and that Vivint’s Home Damage department has opened a case for review A representative from Vivint has recently attempted to contact MsJ*** in an effort to resolve these concerns At this time, Vivint is awaiting documentation of the damage from MsJ***, to proceed in reviewing the incident If MsJ*** will provide Vivint with pictures from this incident, her request for compensation will be further reviewed MsJ*** may email this documentation to: ***@vivint.com, or fax it to: *** ***, for faster processing.Vivint’s records also indicate that on June 18, a full refund of monies paid to Vivint has been refunded back to MsJ***MsJ*** should be receiving this refund back into the same payment method that it came fromMsJ***'s account with Vivint has been cancelled and she has no 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***

Complaint: ***
I am rejecting this response because:My basic rejection of this response by Vivint is that Vivint is a con and a scam corporation.They prey upon the non-knowledge of alarms and alarm usefulness by their potential clients.Vivint claims that I am claiming that I was misled about the capabilities of the VIvint systemby the Vivint representativeThat is not what I am claiming, and it is a mis-direction on their partThey are directing us to the "capabilities" part of the equation which concerns that the alarmworks, and the police are calledIt does not factor in the "capabilities" part of the equationconcerning the actual usefulness of the systemI am claiming that the whole system they sell is useless, and is nothing more than a "glorified early warning system." It basically is only useful for alerting the client that his house was burglarized, by letting him know a few hours before he would have discovered that fact anywayOther than this pre-notification factor, there is no purpose for the systemIn effect, you are paying $ 6,over years for the right to know your house was burglarized at 10:AM, instead of discovering it at 6:PM when arriving home.In their response, they claim that I fulfilled a "telephonic Pre-installation Survey" with theirfirmThis, too, again, is a mis-direction on their partThe inquiry is designed to get only"certain" information, and to verify only other "certain" areas of their need, then hide behind thatactionThe telephonic survey did not cover what the salesman actually said to sell the system, only the areas that they wanted to verify ( i.e., name, address, that I signed the agreement, understood what I was paying, that the salesman didn't make any promises or commitments- concerning the alerting parts of the system - that were not written, etc).I am not disputing the agreementI am not disputing that Vivint answered an alarm and therefore did what it said it would do. I am disputing the product itself and how it was soldI contend that it is basically useless, and of no value whatsoever.Again, it's a glorified early notification system...that's itYou let me know my house was burglarizeda few hours before I would have found out anywaysOther than that, it's uselessThis is mycontention with VivintThe alarm goes off, no-one in the neighborhood can hear it, the burglar isnot deterred or frightened in any way, and the police show up minutes later...long after theburglar is goneWhat good was that ?Your salesmen take advantage of the new clients' lack of knowledge about alarms, their use, andtheir limitations.Your salesmen take advantage of the new clients' lack of knowing what questions to ask.Your salesmen fill a new clients' head with reasons why you should buy the service, but don't offerto include the whole story or any of the downside.Your salesmen paint a picture of your system, like protection, that is basically not trueIt does notprotect you in any way, shape, or formAs a burglar, I would laugh at a household with a Vivintsign out front, knowing that I had plenty of time to rob the house before any consequences couldpossibly happen.My basic contention can be summarized in the following analogy : There is a car accidentThe firstperson on the scene is the Vivint lawyerHe quickly asks the driver of the car if he feels okThe driver, confused and not sure what just happened, answers that he guesses he's fineLater in theday, after the shock and adrenaline wears off, the driver begins to feel pain ( whiplash, joint pain,etc )The next day he checks into the hospitalWhen he goes to his insurance company ( Vivint )their lawyers say "At the time of the accident you said you were fine"; therefore, we are not payingthe hospital billsWell, at the time of the accident, the driver did not know the total circumstances,he did not know the consequences of the accident, and he did not know the right questions orstatements to say, nor the truth of the situationIt was only AFTER the accident, with time to think and realize what happened, that the driver sees the total picture.THIS is my complaintIt's a useless system, sold thru fraud and deceit.Again, I request that the contract be terminated by VivintOtherwise, go to collectionOnce incollection, I look forward to my "free speech rights" of having discussions with everyone in my new subdivision ( over homes ), everyone else who will listen in the local community and surrounding communities, every attorney's generals of every state, every chamber of commerce, every possible discussion forum on the internet, and anywhere else or with anyone else, about my perceived value of the Vivint alarm system service.Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:Tyler, I never attended on making a complaint but I was informed by vivint team members that I would received a full refund within business daysI paid vivint by CC and I was partially refunded to my CCI call vivint on 3-occasions stating that I had not received my full refundI was told it was coming the mail, and waited over and over and still no checkI have not recived a check from vivintMy address is *** *** *** *** *** ** ***Please send the check with tracking so that we can be sure that the check is delivered. Once I receive the check I will drop the claim and this issue is resloved. *** ***
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 tried to respond to the other email you sent but was unable to. To agree, Vivint did reach an agreement with me by installing the camera free. That was enough to settle the complaint.Thanks so much,*** *** Sincerely,
Lou Blakely

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 been contact by Vivint and received excellent customer from their personThank you for your assistance
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: I would like to add this is exactly my complaint. I am constantly calling them for support. I travel with my work and am extremely stretched thin. In addition to issues with my front door lock, my internal camera isn't always recording or tracking activity. I CANNOT call their support weekly!!! Each call takes to hours.... I have a job, a life, and am a single mom... my time is valuable.
Sincerely,
*** ***

Revdex.com:I have reviewed the response from Vivint and agree to their proposal as long as the Vivint equipment is removed and our contract is cancelled before our next payment is due on 8-21-17.Our system is currently not functioning properly and we have recently had multiple issues with Vivint responding within a reasonable amount of time when it comes to scheduling a technician visit.Between and weeks ago we noticed an issue with our garage door sensor The monitoring unit does not detect when the door is open It will also not trigger the alarm when the the system is armed and someone opens the garage door I contacted Vivint about this issue and was told we would be contacted within hours to schedule a technician Visit to fix the issue It has been over weeks and we have yet to be contacted to schedule a technician to fix the issue.I contacted the Vivint Loyalty Department on 7-26-after reading the response from MrW*** sent through the Revdex.com I asked to schedule the removal of our equipment so we can cancel our service I was told we would be contacted within hours to schedule a technician visit for the removal of the equipment I had not been contacted by 7-29-so I called Vivint again I was told I would be contacted to schedule a technician visit but I should give Vivint until 8-4-to contact me I was contacted today 8-1-and scheduled a technician visit for 8-14- If Vivint follows through and the system is removed on 8-14-and our service/agreement is canceled without repercussion, then I have no further issue with Vivint.MrW*** states that the most recent technician to Visit my home indicated that the system was functioning properly when he left the home and that Vivint is able to provide continued technical and service support I have several unresolved issues that Vivint either does not know how to fix or has yet to attempt to fix This is why I felt it was necessary to try to resolve the issue through a third party such as the Revdex.com.As I stated above, I have reviewed the response from Vivint and agree to their proposal as long as the Vivint equipment is removed and our contract is cancelled before our next payment is due on 8-21-
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 am agreeing to this only, because of the response from the last Vivint representative who handled this complaintI strongly do believe that customer service from VIVINT has to change and treat its customers much betterTheir lack of professionalism is something that has to seriously be looked intoOverall I am glad I contacted Revdex.com and that they were able to help us through this til the end when we were loosing hopeThank you to the Revdex.com
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:I did not get a check sent to me overnight as they said or provided a credit back to my account directlyThis is the issue with this companyThey say they will credit me but never doIt’s been going for over days nowWhere is my money and what will be done to get it back.
Sincerely,
*** ***

October 14, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** To Whom It May Concern: In his rebuttal, Mr*** states that the representative from Vivint Wireless (“Vivint”) has not resolved the home damage issue with him Vivint’s records confirm that Mr*** has been working with a representative from Vivint’s Claim Resolution department to resolve this matter Vivint approves of the resolution offered by this representative, and is awaiting completion of the repair by the contractor (at Vivint’s expense) At this time, Mr*** has contact information for Vivint’s representative and the third party contractor, and he may contact them with any further questions or to discuss the repair process.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
I will return the product back to Vivint Home Security and I will be free and clear of any debt to Vivint
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 also like to request a copy of this letter VIA postal mail to my home address *** *** ** *** *** ***
Sincerely,
*** ***###-###-####

Complaint: ***
I am rejecting this response because: We need to know the current status of our service, whether our service is still connected, whether it has been already disconnected, or if it is just not working (again) at this time. For the past several days we have a message on our control panel, as follows: "Loss of communication with automation deviceYour control panel can no longer communicate with Switch."If we believe the system maybe viable, we may be willing to test it on a month-to-month basis until some point that we might feel confident in the performance of the system. If that does not occur, we will avail ourselves of the opportunity to drop the service. With the experience we have had, we do not want to be held to the original contract, but would like to give Vivint yet another opportunity to resolve ALL operational issues.
Sincerely,
*** ***