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 pending the completion of the repairs to my propertyto me
Sincerely,
Jennifer H***

March 13, 2018Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement: March 15, To Whom It May Concern: In her rebuttal, Ms*** states that she has an email from the Revdex.com showing that Vivint did not respond to a previous complaint. She further explains that she sent a statement to Vivint clearly showing where a payment was taken in January 2016, but that Vivint has never resolved this matter with her. Ms*** may confirm via the Revdex.com complaint information online that Vivint responded to a complaint and rebuttals between April and October 2016, and then the Revdex.com closed the complaintI have attached the document sent to Vivint by Ms***, which is blurry and marked up but appears to show a payment of $processed by Vivint on December 31, 2015. This payment covered the monthly services fee which was invoiced on December 15, 2015. Ms***’s billing account was on direct invoice as of April 14, 2015, so Vivint was not automatically drafting payments. Vivint invoiced regular monthly service fees again on January 15, and February 15, 2016, resulting in a past due balance for payments. Ms*** made a payment on February 26, to cover one of the invoices, and that left a past due balance for the other one. Ms*** made her monthly payments for the invoices in March and April, but then stopped making payments.Although Ms***’s billing account was not invoiced incorrectly, Vivint applied months of credit to the billing account in an effort to resolve Ms***’s concernsCancellation of the Agreement without penalty was not warranted when Ms*** requested it because she was within the initial term of the Agreement. The account was transferred to an outside collections agency, and Vivint has no further resolution for 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

December 14, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** Vivint Account #: *** Date of Agreement:
April 26, 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 she signed up for Vivint’s service through a third party and was promised gift cards and referral credits Ms*** states that she has received a $referral credit but has not received any of the promised gift cards (totaling $250.00) She desires the promised gift cards At this time, Vivint will apply a $credit to Ms***’s billing account in an effort to resolve this matter Vivint has previously applied a total of $credit to Ms***’s account in response to her complaints: a $referral credit, and two additional goodwill credits of $each These credits have and will go toward monthly fees invoiced on Ms***’s account with Vivint. Vivint does not provide gift cards and, as Ms*** has indicated, she was promised the cards by a third party Vivint is unable to fulfill the specific request of sending gift cards to Ms***; however, Vivint agrees to the above resolution The current credit balance on Ms***’s Vivint account after this new credit is $ 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 of UtahSouth Redwood Road, # 22Salt Lake City, Utah RE: Consumer Complaint Case #: ***Complainant: Christopher *** Vivint Account #: *** Date of Agreement: June 22, To Whom It May Concern: I have reviewed the information
provided by MrChristopher *** and appreciate the opportunity to respond. In his complaint, Mr*** alleges that he cancelled the System Purchase and Service Agreement (“Agreement”) in February as their home was damaged in a fireMr*** desires a refund of the payments made from February till present. Vivint’s records show Mr*** has notified Vivint of this concern, and provided documents to validate said claimsBased upon the representations made in his letter, along with other representations made directly to the company, Vivint will cancel Chris ***’s System Purchase and Services Agreement. A representative from Vivint has recently contacted Mr*** in an effort to resolve the refund requestI would advise Mr*** to contact Vivint’s Customer Care department at ***, or the representative he has been working with directly to have this 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, Nathan ***

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. NOTE:From *** ***However the reason I called Vivint was to complain about the double bill, living on a fixed income, that was the reason I wanted out of the month contractI was unsatisfied with Vivint’s services and that I was not interested in extending the term of his agreementI was told by their rep, she could lower my bill to $34.99, no mention of a extended contractAfter I called to find out when my contract was over, that's when they told me it was extended for another months and they would call me back and let me hear the recording, that never happenedI'm ready to find another provider when this contract is completeThey have made their money off 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 meI appreciate the $credit to my account and will pay off the remaining balance soonI will note however, that on June they never contacted us after the alarm, neither over the panel or the phoneThey also haven't responded over the panel for the past few alarms, so I'll be contacting Vivint to have a technician come out to ensure our equipment is workingThanks again,
*** ***

Complaint: ***
I am rejecting this response because:the system still doesn't work so lowering the price does no goodI'm already taking legal action with a lawyerThe only way to resolve this is to cancel it and refund the month I've been charged since the system never workedI have an email I sent with all the problems this system has given usWe have been lied to since the begininning with the system and I just want it goneWhat kind of business doesn't honor the thirty day guaranteeThe kind thats a scam
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:1.) While removing the system from our old home Vivint informed me that the technician would provide a new doorbell and a cover plate Vivint technician arrived over an hour late with no call and did not come equipped with either product I was forced to leave the technician in our home to purchase a new doorbell as I was closing on the house in hour.2.) The technician cut a LIVE wire and left them hanging outside the wall I asked the technician if the wire was LIVE and he said "yes" I then had to educate the technician that we can not leave LIVE wires exposed as this is extremely dangerous He then attempted to shove them in the wall Again, I informed the technician that we can not leave LIVE uncapped wires inside the wall At this point his phone rang and he took a personal phone call to discuss the mileage on his truck Keep in mind that he was already late and I was now closing on this house in approx minutes See attached picture of the live wires and the technician on his phone 3.) After educating the technician that we should unplug the wires he attempted to pull on the wires nearly pulling the outlet out of the wall I had to inform him that the wires were screwed into the outlet and that he should unscrew the plug Vivint has continued to prove to me that they are unprofessional and willing to send poorly trained technicians to my house on separate occasions (install, trouble shooting and removal of equipment) I have been forced to repaint walls due to installation and I was forced to drive to a hardware store to purchase a doorbell and cover plate for the inch sized hole in my wall (see attached picture) I feel as though I have gone above an beyond to give Vivint the benefit of the doubt when trouble shooting and trying to resolve problems and I was continuously left disappointed and frustrated I repeatedly asked to discuss these issues with senior leadership at Vivint and was always denied Therefore, I reject the 40% reduction in the payoff amount and request that we void the contract at no cost due to the above mentioned problems, frustration and significant stress that Vivint has caused our 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: Vivint did contact me after the required documentation was provided to them. They denied the claim stating that the wall was not damaged and that the hole was for the wiring. I am not disputing the hole is needed, I am stating the LARGE hole was not necessary. Vivint is a crooked company and I wish I had never done business with them. Everyone needs to know how bad their customer service really is. This is totally ridiculous. Of course, they are going to deny the claim because they do not want to be responsible for damages!!!!!
Sincerely,
Elisabeth Q***

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,
*** *** P.SI will monitor my credit report and hopefully I do not expect to see any derogatory entries, but if I do I will be back in touch regarding this case

Everything stated in the reply from the business is not correct During the call with Vivint that initiated the appointment for my technician, I informed Vivint of the time block I wished to have I was told I would have a time block between the hours of 8-a.m CT The technician failed to show during this time I am fairly certain that the new equipment that is being sent to me, by Vivint (which these are late) will not fix my issues One of my issues lies in the fact that the salesperson initially told me the cameras could perform actions that they can not During calls to Vivint's camera support team, I have been told twice that the cameras will not, and can not perform the actions that I was told by the salesperson I feel it very disrespectful to call someone a liar, but in this instance whether he was ignorant or just eagerly trying to make a sell, I feel a bit betrayed So, unless the cameras that are being sent operate using a different technology, the same problems will persist I spoke with a gentleman named Colby, (can't remember department) but he agreed that it was not beyond the stretch of imagination that the salesperson misinformed me When he admitted this it seemed as if it didn't matter to him Disappointing to say the less.I feel when dealing with an area of security and feeling safe at home, I feel Vivint is letting me down I would appreciate the opportunity to find an alternative that better suits my needs
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: Thank you for thanking the time to review my concerns, I don't believe in making the long term comitment with a company that I no longer trustI've been treated poorly by Vivint and don't find it necessary to upgrade my internet service to keep the cameras which is the only reason I currently have Vivint, I feel tricked and cheated to sign a four year contract with sale tactics and promisesI have sent a written request and multiple emails with the notice of cancellationPlease understand and respect my decision
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:We had Vivint installed in the summer of Everything worked fine for the first few months and then almost every part of the system stopped working or was acting upVivint wanted to charge us to have someone come out and fix what should have been working anywayDue to the fact that nothing was working we made a stop payment at the bank for our Vivint billVivint then put our account into collectionsWe previously filed a complaint with Revdex.com and Vivint resolved that issue by reinstating our contract and giving us premium service so that someone would come out to our house and fix all of the issues without charging usA technician came and fixed most of the issues, but not all of themAfter several attempts to schedule a time for him to come and finish fixing the issues he set the date of December 7thIn the meantime, since he has been there fixing/messing with things, our thermostat was messing upThe heat would turn on and then off and a fan would turn on and blow cold air in the houseMy house would say it was degrees and it was actually more like My family, including small children, went to bed each night coldWe knew someone was coming on the 7th so we waited, knowing that Vivint is horrible with scheduling techs and probably wouldn't get anyone there any soonerOn December 7th no one cameOn the 8th I called Vivint to find out about the Tech and have the thermostat issue dealt withAfter being on the phone for over an hour they said that the thermostat needed to be replaced and that they could send someone out on the 19thI informed then that days was too long to wait to replace a thermostat in December and that we were going to be gone that dayThey then told me that they would place me on a priority scheduling list and that someone should be calling me soon to set up a time to come fix itI gave them my availability to be home for the next daysAfter getting off of the phone, from working with a tech on the thermostat my heat turned off and the air conditioning kicked onIt is December, so my air conditioner unit has a cover on itLuckily we were able to run outside and take the cover off of the before it caused damage to the unitToday, 12/I called back to Vivint because no one has called to set up a timeI was again told that someone could come out on the 19thWhen I told them that was unacceptable they said "well I see here that you are on the priority scheduling listSomeone should be calling you later todayBut I doubt they can get there any sooner than the 19th" Funny how all of the sudden, after waiting a week, someone was going to be calling me todayThis company has been nothing but a headache for over a yearI am paying for a service to keep my property secure, which it hasn't been because the sensor on the garage has not worked in months and has yet to be fixedThis company also promised a decrease in my heating and cooling bills, which hasn't happenedThe customer service that I have been given has been awfulThe people on the phone have been very nice but always say there is nothing they can doI am done dealing with VivintI need to be back paid for the time that the proper service (all elements of the home system working) has not been provided and I need for my contract to be terminated without penalty
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because: There were several attempts for this company to come and repair the defective security system and they never showedIf you pull the record of the date of installations and the notes made with each complaint starting the next day after installation you can see that the system has not workedThe very first time the system wasn't working I called and was walked through disassembling the panel myself and it worked momentarilyAfter that (same day) it quit workingThe system is a lemon! I truly cannot see someone installing defective equipment and honestly expecting to keep a customerHad the system functioned properly there would be NO issues.
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.However, I want to add to the record that I phoned Vivint on Friday, June 30, to get the status on my Space Monkey Device I spoken with a Vivint Customer Supervisor James(RECORDED PHONE CALL) And per my request he advised me that the Space Monkey was sent for delivery a couple of days ago and I should receive it over the weekend or the week of 7/3/ "He did not however provide the TRACKING advise for the Space Monkey?" Nor, did he provide me with information on it" if my previous Space Monkey had been downloaded to the new device?" He also could not provide a FSP scheduled to install the Space Monkey unit until the arrival He promised me that he would email the SPACE MONKEY/Smart Home for the request of information that would help me Over the weekend(provide that I was not home due to the holiday July 1-2, 2017) I received the Space Monkey Device in a box on my porch I opened the box and the device was packed neatly (but the ONCE ADVISED SPACE MONKEY WHICH WAS NOTED TO BE ON BACK ORDER PER VIVINT) was either USED OR REFURBISHED The unit was dirty on the bottom/sides and scratches Let me add that my my original was BRAND NEW FROM THE BOX AND PROVIDED BY VIVINT"S VERY OWN FSP(Field Specialist Person) in January This device was not a NEW SPACE MONKEY device as advised to me as I have been told that for the reason of waiting of MONTHS along with the downloading time Although Vivint provided a Space Monkey device they lied about the condition and NEVER told me that I would be receiving a REFURBISHED OR USED device Today July 3, I have phoned Vivint and spoken with Luciano P*** and I told him of the condition of the device that I received He agreed that the device was unacceptable, and apologizedI had trepidation of connecting this unit based on the condition of the unit along with having to have waited months for a Space Monkey unit He told me that in the notes provide from the Space Monkey/Smart Drive that the device had been downloaded with my previous images from the original device He assured me that the devise should be workable and ready for usage And he gave me step by step instructions on how to connect the Space Monkey Device On the initial power up of the device the Space Monkey gave off a RED light Which Luciano said was not a good sign However, we re-powered the device and the prompts were in working range of order Luciano P*** was excellent in assisting me on the installation of the unit And made the finalization of the Space Monkey a better experience for me It is unfortunate that a new customer or any customer for Vivint to have to go thru this amount of measure just to receive SATISFACTORY service Vivint had been lying to me regarding my Space Monkey and has had a terrible customer relations Vivint has poorly executed this process terrible, they have a lack of communication with the Space Monkey/Smart Home Department And NO FOLLwith the customer On that note I finally have a working device As for MrNate BWilcox on the Credit of 226.98, that was credits issued over the time period from January 11, till June 22, That is because the unit was not installed by the 3rd party installer back in October 2016(because he did not provide a router for the device and the panel box) Also the device was defective and did not operate( last playback image was from March 15, 2017) So, therefor that is all on the responsibility of Vivint Not the customer And for the $credit that was for lack of service (installation not completed on the initial from October 2016) that were being paid for monthly, cancelled appointment without notice(GoodWill), and not having the device(months) Vivint has not done anything exceptional that was not due based on their lack of services This ordeal has been very frustrating and ultimately left my home unsecured with no recorded, intermittent video feeds for over monthsVivint needs to get their corporation together and work on the opposition of order in their corporation For now the REFURBISH and Used Space Monkey is operating in order as of July 3, at 10:35am with help of MrLuciano P*** Which he was professional and extremely helpful in the conclusion of this process He is the only positive experience that I have gathered from all of this I hope that Vivint will learn to take better care of their customer if they want to retain them or for future referrals And I hope the no other customer including myself would have to file with The Revdex.com in the future to apply pressure on Vivint for their lack of coorespondence with customers
Sincerely,
*** ***

August 31, 2016Revdex.com of UtahW SSalt Lake City, Utah RE: Consumer Complaint Case #: *** Complainant: *** *** *** *** Vivint Account #: *** Date of
Agreement: August 8, To Whom It May Concern: I have reviewed the information provided by Mrand Ms*** and appreciate the opportunity to respond. In their complaint, Mrand Ms*** state that they had a negative experience with Vivint’s sales representative and that they have remaining damage to their home from Vivint’s installation Mrand Ms*** desire compensation for the new doorbell and thermostat they had to purchase, as well as the cost of having their previous alarm system re-installed They also claim that they have not yet received their refund of monies paid to Vivint.Vivint’s records show that Mrand Ms*** requested cancellation within their Right of Rescission period, and the account was cancelled A refund in the amount of $was processed by Vivint back to the credit card on file on August 22, 2016.At this time, Vivint will send a check in the amount of $to the mailing address on file, to assist Mrand Ms*** with any fees related to re-installation of their previous alarm systemVivint’s Claim Resolution department may review any receipts or pictures Mrand Ms*** have regarding damage to their doorbell and thermostat and purchase of new ones Mrand Ms*** may send pictures and receipts to: [email protected], and a representative will contact them to follow up on the claim.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***Chief Compliance Officer

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and as long as they actually come next Saturday to remove their equipment and no longer charge me monthly $59.99, I find that this resolution is satisfactory to me
Sincerely,
Shari H***

Complaint: ***
I am rejecting this response because:I have not received ANY response from my call about the additional damage to my home from Vivint!! You are also calling me Mr*** and if you read my claim you would know that I am NOT a Mr***You indicated that you are working to resolve the matter and that is completley falseI normally do not complain but the case manager Wyatt that was assigned to my case the first time I nevedr even spoke withI had to call constantly to get any communicationWish I NEVER said yes to Vivint!! worst nightmare and now I have water damage and cant get anyone on the phone to get it fixed!!!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
I see we are not coming to an agreement were this company is still failing to accept responsibilities for there actions that they played in this situation I would be glad to give back all of vivints equipment and go else where because I don't think I want to even stay with a company that would treat a customer like that all I ask is that all costs be waived I think what I was asking for in the previous complaints were really reasonable but now there saying to return both glass breaks I will gladly give everything back to get you all of my backIf these things can take place then this matter will be gladly resolved
Sincerely,
*** ***