Vivint

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Vivint, Inc.

Type	Security Detection and Monitoring
Industry	Security Systems, Fire Detection
Founded	1997
Headquarters	Provo, Utah
Website	http://www.vivint.com/

Vivint, Inc. or more commonly known as Vivint is a privately held full service residential security company, providing home security and energy conservation services throughout the United States and Canada. Vivint is not a BBB accredited business, although the BBB has issued an alert against Vivint. Vivint received a C- rating on a scale from A+ to F.(Link) ^[1] Vivint, formerly known as APX Alarm Security Solutions Inc., APX Alarm, or APX, is headquartered in Provo, Utah ^[2] and has more than 500,000 current customers and approximately 9,000 employees in the U.S. and Canada. On August 16th, 2011 the company completed its 1 millionth installation.^[3] Following its shift from exclusively home security to a broader range of products and services, Vivint changed its name from APX Alarm in February 2011.^[4]

History

Vivint entered the home alarm service industry in 1997. During its first year of operation the company installed 1,000 alarm systems. A year later, Vivint announced its new business partnership with investment banker Goldman Sachs. Vivint also received funding from private equity firm Jupiter Partners in May 2006, where Jupiter's stake is still invested into Vivint's business.^[5] Also in 2006, Vivint expanded its services to Canada offering security services to residents of Toronto, ON. Vivint now offers services to most major cities in the U.S. and Canada. On October 5, 2009, Vivint created a $440 million credit facility led by Goldman Sachs.^[6] On Nov 1st of the same year, Vivint acquired a central station from CMS, a wholly owned subsidiary of Protection One, along with 83 new employees.^[7] This central station is located in St. Paul, Minnesota.^[7] On Dec 3, 2009 Vivint opened a new corporate headquarters, in Provo, Utah.^[8] This building also houses an internal monitoring center which began operation in April 2010.^[9]

Company Overview

Vivint was incorporated in 1999 by Keith Nellesen and Current CEO Todd Pederson. Vivint provides monitored Fire, Burglar and other security options to residential customers.^[4] The company's main business strategy is to deploy geographically focused teams of sales representatives and installers.^[4] Vivint uses a variety of Honeywell Security equipment, and has announced it would be using 2GIG Technologies for panels and peripherals starting in late 2009.^[10]

In 2010 Vivint was ranked #4 in the SDM list of the largest 100 security installation and monitoring companies.^[11]

Criticism

Vivint has faced criticisms regarding the tactics of the company's door-to-door sales people.^[12] Investigative reports and news articles about the company cite aggressive sales pitches,^[13][14][15] scare tactics in which salepeople tell potential customers that there has been a recent rise of crime in the neighborhood,^[16] and claiming to be a representative of the potential customer's current alarm system provider,^[17] as among the most common complaints. Warnings have been issued to consumers by business bureaux and government agencies. Vivint is not currently accredited with the Better Business Bureau (BBB) but does have an overall rating of "C-" with 1399 negative claims reported within the last 3 years, all of which have been reported as resolved by the BBB, 38 of which the BBB acknowledges that Vivint made a good faith effort to resolve the complaint but the customer was not satisfied with the response.^[18]

In 2009, in response to consumer complaints regarding "dishonest sales practices and contract issues," the BBB of Buffalo, NY issued a warning to consumers with respect to Vivint.^[19] Other local business bureaus and government agencies have issued similar warnings.^[20][21] Also in 2009, the State of Arkansas fined the former APX $40,850 following a series of consumer complaints.^[22] In 2008, Louisiana ordered the company to cease and desist any and all security-related business in the state.^[23]

Vivint has responded to complaints in general by stating, "Our entire focus is on providing the best customer service possible and we understand that owning up to our mistakes and making things right when mistakes do occur is a critical component in delivering world-class customer service. When a company is as large as Vivint, and employs thousands of people, we do understand that not everything we do is going to be perfect. With that understanding in mind, we take every customer complaint seriously and do everything within our power to satisfy each and every customer."^[24]

Awards and Charitable Contributions

APX Alarm's call center was Certified for "Providing an Outstanding Customer Service Experience" by J.D. Power and Associates for 2008 and 2009.^[25][26] The company has also been named SDM Dealer of the Year Honoree for 2009.^[27]

Vivint participates in local charity, including food, clothing and holiday contributions through their charitable organization, the APX Family Foundation. In 2008, ninety Vivint employees went to Galveston, Texas to aid Hurricane Ike victims.^[28]

In April 2010 Vivint's Monitoring station in St. Paul Minnesota received a Five Diamond Certification from Central Station Alarm Association.^[29]

Two of its systems—the Home Automation Package and the Advanced Security package—received a “Best Buy” rating in the July/August 2011 issue of Consumers Digest magazine.

According to Consumers Digest’s review of Vivint’s Home Automation Package, “No other system that uses a wireless (cellular) transmission system that’s in this price range packs as many security and home automation components in one package as this package does.”

References

External links

• Vivint Homepage