Vivint Smart Home Security

Complaint: ***
I am rejecting this response because:
The contract in question is for *** *** *** *** **I have total systems and the one in Tn is the one I didn’t signI have no problem with my other systems
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: their offer to resolve this complaint is not reasonable. I maintain my position that I should not be held liable because I was falsely lead into a long term contract and not able to install the service at my current apartment due to forces outside of my control.I will utilize the arbitration services of the Revdex.com or I will turn the case over to my own legal counsel who will resolve the issue. 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,
Melinda S***

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,
Jennifer W***

Revdex.com
Vivint has contacted us and let us know that the account has been closed with no further expense to usI have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Thank you for your attention and assistance with this matterHave a wonderful day
Sincerely,
Justin A***

Complaint: ***
I am rejecting this response because: Vivant has not resolved this matter at all and the alternatives they offer are unacceptable I have now been told by two difference Vivant representatives to "unplug the unit" I am unable to simply unplug this unit I will need to take photos this weekend and upload them to clarify my point, but the unit is mounted on my wall in my home The power source, which plugs into a wall outlet, much like a toaster, is run from the back of the unit, INTO MY WALL and then comes back out of the wall down near the outlet and is then plugged into the outlet This had to be installed this way The plug - which is HUGE - is secured to the wall outlet via a plastic holder In order to remove the power source, I would need to leave a huge plug HANGING OFF MY WALL I have pets and occasionally small children who come to my home and cannot leave a big plug, which someone will eventually brush up against or move around, simply hanging off my wall That is not a solution.I have performed a simple Google search and in addition to the hundreds of pages of consumer complaints against Vivant, I see many of them reference an "Installer code" I would believe that based on the unit or series one owns that the Installer code would be different - I have seen several different installer codes referenced I believe it would be very simple for Vivant to provide me such a code so that I could deactivate the alarm of the unit I am baffled by their reticence to do such a thing as well as their response that they are unable to reset the unit Somehow I think if they were collecting money from me they would have no such problem and this all feels like a heavy handed way of forcing me into paying them for a service I do not want
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that the resolution described in their 10/15/email is satisfactory to me.The resolution described is: 'we scheduled an appointment to get window sensors installed on all (account holders) ground floor windows, at no cost to her and with no extension of her contract This appointment will be on Tuesday, October 25th, with an arrival window between 8:and 11:00am.'Assuming that commitment is met and the sensors all work properly, we are satisfied.When the VIVINT rep called by mother-in-law in response to the Revdex.com complaint, the rep was extremely apologetic and polite (per my mother-in-law) My regret is that VIVINT does not have a better customer complaint resolution system in place that doesn't require the intervention of Revdex.com or other third party When I asked to speak to someone higher up in authority, it was certainly implied that the person on the phone had the ultimate decision making authority and I was not offered an alternative contact I appreciate the role Revdex.com played in resolving this issue, but am disappointed that it could not be resolved directly between the customer and the vendor initially
Sincerely,
*** ***

October 27, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
July 29, 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 problems with his alarm panel, requested a technician, and was advised that he would be charged a $trip fee for each service visit Mr*** explains that he was never told about trip fees at the time of sale, and he desires to not be charged for repair services At this time, Vivint agrees to add Premium Service to Mr***’s account for the remainder of his initial term of his System Purchase and Services Agreement (“Agreement”), at no additional monthly cost to him The Premium Service plan waives the $trip fee in the event of a service visit. Vivint’s records show that Ms*** *** signed an Agreement on July 29, 2014, which states that, after the initial days following installation, Vivint will provide a replacement for any defective part without charge, but will charge a visit fee for each service call (Section 5: Repair Service)Despite this information, Vivint agrees to the above resolution Mrand Ms*** will not be charged trip fees for the remaining term of the 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: (801) 765-attention Department - LegalSincerely, Nathan *W***Chief Compliance Officer

Revdex.com:I received a phone call and an email on September 1st from Carrie J***, Vivint's Legal AssistantSince then I have corresponded with her through emailShe scheduled the removal of their equipment from our home on Tuesday, September 13th between and She will then cancel our account because we haven't had the service that long, and will confirm the cancellation after the equipment has been removedI am also asking for a physical hard copy for the service cancellation confirmation be mailed to usWhile the service has not yet been cancelled, 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 the cancellation is completed and confirmed after the equipment removal on September 13th
Sincerely,
*** ***

February 10, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: N/A Date of Agreement: N/A To Whom It May Concern: I have reviewed the information provided
by Mr*** and appreciate the opportunity to respond. In his complaint, Mr*** alleges he is still receiving alerts from a system at a previous home he lived atMr*** desires the removal of his information from the account. Vivint has reach out to the account holder on Mr***’s previous residenceVivint has provided resources in order for the account holder to removal any of Mr***’s informationThe account holder has reported to Vivint they have removed Mr***’s informationAlthough Vivint reached out to the account holder in order to assist with the removal of information, Vivint has no access to remove the information from a customer’s online account centerThe account holder is the only individual who has access to remove information from the online account center. 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 cannot afford this companyIt is an extreme hardshipBeing offered a $10/mo reduction is an insultI do not like this company and do not want anything further to do with themI desire complete cancellation without penalty. I also do not appreciate being harassed by this companySince my last email, the company has been calling and threatening meThey have no regard or care about my situation and it seems one half of the company does not know what the other is doingI am totally disgusted with Vivint and their so-called customer serviceThe guy that called today informed me I should have sent payment to Salt Lake, when it was their very accountant that told me to send payment to ChicagoHe was VERY rude and threatened to turn me into collectionsThis is unacceptable! I fervently request to have this company cease and desist with this harassmentI told them they could come and get their equipment, and he sneered "we do not have anyone in the area to do that!" Isn't that ironic since they claim to have customer service for their productIt just proves how careless they are with their customers and service availabilityA Vivint rep showed up on my door the day I turned my system off to "upgrade" my service. Then he tried to tell me he knew nothing about my calls to the companyHow fake is that!? This company is deceitful and I want nothing more to do with them!
Sincerely,
*** ***

November 4, 2015Revdex.com of UtahW SSalt Lake City, Utah 84129RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: ***Date of Agreement: June 2, 2010To 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 and his wife moved into an assisted living facility, and requested Vivint cancel their accountMr*** further alleges the Vivint has yet to cancel the accountMr*** desires the cancellation of the account without penalty. Vivint’s records indicate that Mr*** notified Vivint of their move into this facility on July 8, Vivint open a special cancellation case for Mr***, and requested he send in documentation from the facility to confirm his moveOn August 25, 2015, Vivint received a written request of cancellation, but it lacked the paper work from the facilityAt this time, Vivint is awaiting documentation from Mr***, to proceed in reviewing the account for cancellation Vivint would like to assist Mr***Vivint has agreed to cancel Mr*** account, and forgive the past due amount without the requested documentationMr*** Mr*** no longer has any contractual 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 - Legal.Sincerely, Nathan *W***

Complaint: ***
I am rejecting this response because: I have proof of every phone call made concerning this issueWe had issues starting on July 19, and phoned about the problem and was on the phone for minutesWe then called the following dates :August 3, @ 11:am for minutesAugust 7, @ 2:48pm for minutesAugust 14, @ 7:31pm for minutesAugust 26, @ 4:23pm for minutesAugust 30, @ 3:30pm for minutesSeptember 2, @ 1:11pm for minutesSeptember 2, @ 2:40pm for minutesIt is very clear that we were having issues well within the grace period of cancellation and our issue has never been fixedMy husband agreed to a contract with you and it is your responsibility to take care of us and our equipment and Vivint has failed to do so on numerous occasionsWe have done everything we are supposed toWe will not let this goThis is not rightWe will not do business with a company that runs this way and treats their customer poorlyIf we are not released from our contract we will be forced to take legal actionsPlease simply do the right and honest thing by us and cancel our contract
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and I have emailed *** as I could not reach her via telephone. She has scheduled a technician to come out and uninstall and return the equipment and cameras to Vivint. The appointment is scheduled for 2/16/between the hours of 12pm and 4pm. Following the appointment she has agreed to cancel my appointment and issue the refund
*** ***

Complaint: ***
I am rejecting this response because:please send me proof of a contract signed in August of I think that you will I’m fact see that I did not sign a contract in August of I remain at my stance that I never asked for services through vivint nor do I have services through VivintPlease explain to me how I have services through Vivint without contacting them, going through a credit check, giving you any payment or contact informationLook at your many law suits against the company for solicitation and etci wouldn’t want to be a part of a company like thatHow would you feel if a company put something wrongfully in your name? I’m sure you wouldn’t appreciate itThis needs 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 me
Sincerely,
Duane F*

Complaint: ***
I am rejecting this response because: it is unacceptableWe tried to get the issue resolved for over a month with different techniciansWe have done everything we are supposed to do as far as letting Vivint know about the problem and each time they have failed usNo one has contacted usWe feel adamantly that cancelling our contract is the only option for Vivint to do right by us We will not pay anything to get out of this contractWe held up our end and Vivint did not, which seems to be one of the main complaints here with Revdex.comWe have been patient and reasonable and enough is enoughI said it before and will say it again, this has been an issue since we got our systemVivint has horrible customer serviceWe will take no other offer but being released from our contractI don't care if we get any money back at this pointWe just want the equipment picked up and be done with Vivint.
Sincerely,
*** ***

Revdex.com:While the "move fee" was not even close to my biggest issue, I have chosen to agree to settle by canceling the contract for $***
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 of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: ***Complainant: Steve *** Vivint Account #: *** Date of Agreement: Never Installed To Whom It May Concern: I have reviewed the information
provided by MrSteve *** and appreciate the opportunity to respond. In his complaint, Mr*** alleges that he has not received a refund for payments made previous to cancelling the installation of the systemMr*** desires a refund of his payments totaling $158.99Vivint’s records show Mr*** has notified Vivint of this concern, and the refund for $has been processed.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 ***

Complaint: ***
I am rejecting this response because: my Vivint account has been set up on auto draft since I started making payments back several years agoUnfortunately Vivint is not upholding to its responsibility to draft my payments on the 25th of each month according to their mistake made on March I was not credited $for the error I was credited $because my control panel up to this day is not working properly and they put an instant credit on there because I made a complaintWhen I spoke with the representative on the phone to give me the $credit that should have only left to draft in March so whatever she did manually it screwed up my accountMy bank has no indication that a payment was attempted to even withdraw from Vivint on March 25th If I had a rolling payment of $that's been due since March, why was it not previously draftedI have previously logged in to my account and have not received any notification or indication that I had an unpaid balanceIt's weird that all of a sudden you're coming out with me on $and mysteriously my account was removed from auto paymentsI feel as though the company is being dishonest about my account and remove the auto payment so that a paper bill can be sent to indicate that mysterious $balance due I have never had any issues with my bank account or even Auto drafts up until now when all of these allegations are made against my accountI have been a loyal and on time customer since my account has been establishedI am very upset that Vivint is not upholding its standards as a business offering services to a customerThis is not professional at allPlease answer the question as to why you guys are adding a $balance to my account from March because your company/ representative made a mistake on my accountWhen I asked a supervisor on a prior call about the manual adjustment made by the representative causing an issue with my draft payment, he said that it may be likely so why are you holding the customer responsible? I have referred several friends and family members to the company but I regret doing that now because of its lack of customer service and integrityQuite frankly if a $credit was provided then how can you possibly come up with $still due? If my complaint or dispute is not resolved then I will move forward and provide feedback on the company's websiteI feel as though this company is a fraud.
Sincerely,
*** ***