Public Mediation

My Claim vs. Vivint Inc. Dispute

N. Y. vs. Vivint Inc.
4931 North 300, Provo, Utah, 84604-5816, United States
Amount Involved: $250.00
    • Status: In Negotiation
      This claim has posted for public comment and negotiation. It will remain posted until resolved to the claimant's satisfaction. Suggest a resolution to help these parties reach a settlement.
       (seeking public comment)
    • Claimant Seeks: View.
    • Claim #: 6710737
    • Amount Involved: 250.00
    • Filed On: Nov 03, 2015
    • Posted On: Nov 14, 2015
    • Complaint(s):
      • Bad business practices
      • Customer service runarounds
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"I purchased a home in Long Beach, California in May 2015. I was to take over Seller's security contract with Vivint, Inc. I phoned Vivint around May 18, 2015 to take over the Seller's previous account. The Vivint representative told me that it would cost me $75 per month. I objected and said that the Seller had quoted me a much lower monthly rate. The Vivint rep replied that the lowest rate they could offer was $69 per month. I said that was too much and I asked Vivent to cancel the contract.

Later that summer, the Buyer's agent phoned to say that Vivent continued to withdraw $49.99 per month and asked me to contact Vivent. I scheduled a re-installation for September 22 but the Vivent technician was unable to reconnect the system that day. The technician promised to return on September 28 but he failed to call and failed to appear. Our security system was finally installed on October 5, 2015.

Meanwhile, I had writen on September 30 to Mr. Youd at Vivint's corporate headquarters to complain and said that I would accept $225 to resolve this issue. Vivent's Executive Resolution Team wrote me on October 26 and offered to settle for $49.99. I phoned Vivint on November 2 but the rep was unable to increase their offer.

Furthermore the Owner's Manual which was promised to me on two separate occasions never arrived. I phoned Vivint on November 2 and the rep informed me that he had no Owner's Manual available for mailing. Instead, he had me download a 16-page document off the Internet.

At this time, I am willing to resolve the issues of contract misrepresentation, delayed installation, and missing Owner's Manual for $250."
...
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Exhibits View
What Claimant Wants Hide
1. Credit: 5 months of lost services Jan 04, 2016 $250.00
Cash total : $250.00
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Respondent's Counteroffer

There has been no response to this claim from Vivint Inc.. This claim will remain posted until resolved
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  • Question: by Kristen Tully (1054 points) — Online mediator
    • On: 11-15-2015
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  • My question is whether or not you wish to continue your service with Vivint Inc.? They seem highly unprofessional. If the seller was having $49.99/month withdrawn from their account THEY should be the one attempting to get a refund. In May when you initially decided to cancel the service after hearing that it would be too costly per month what changed your mind to go ahead, and reinstall Vivint services in September? Are the months of lost service that you are referring to during this time period? I do agree with you, Vivint was not timely in getting your system reinstalled, however between September 22nd, and October 5th when it was finally installed is less than 1 month, I'd imagine that the $49.99 refund they offered was some form of a prorate for the lost days between the 22nd, and the 5th. If this is the case then what Vivint offered seems reasonable. Perhaps the seller has a lower quote than you because they were a customer for a long time, and their quote was grandfathered in....there could be many reasons why you were quoted a higher number than what the seller gave you. Vivant sets their rates, not the customer, so getting a quote from the seller is really only information, not fact.
  • Question: by Hafsa Durrani (40 points) — Online mediator
    • On: 11-15-2015
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  • when you asked them to cancel your contract, they continued to charge the account? they should have been stopped from such unauthorized activities.
    Did they ever provide any reasonable justification for the delay they caused in installing the system?
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